The Dental Marketer: Recent Episodes
Michael Arias
Sometimes the biggest threat to cash flow isn’t empty chairs, it’s not believing in the value of your services.
In this Fail Forward episode, Sadie Stewart shares the story of a dental practice consulting engagement that felt, at the time, like a painful professional setback. Despite improving collections, tightening systems, and supporting the team through serious cash flow challenges, one deeper issue kept holding the practice back: a generous owner dentist who wasn’t ready to change the discounting habits that were undermining the business. Sadie eventually made the difficult decision to step away, only to be called back later in an entirely different role as a neutral professional during a difficult practice transition. That experience opened a new path into conflict resolution, mediation, and dental practice transitions, reminding us that failure isn’t always the end of the story. Sometimes, it’s the moment that redirects your career toward the work you’re uniquely equipped to do.
Listen in for a quick, honest reminder that the setback you’re carrying may be pointing you toward your next meaningful chapter!
Listen to Sadie's Other Episodes Here:Cloud, AI, and Teamwork: The Easy Way to Onboard New Practice Management Technology | Sadie Stewart | 556 – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Click to read full transcript Sadie: Aloha. This is Sadie Stewart from Honolulu, Hawaii, and this is my Fail Forward story about turning a professional setback into a very meaningful growth experience in my career. I've been consulting with privately owned dental practices for about ten years, and when I think about a failure that ultimately led to growth and new opportunities, one client immediately comes to mind.At the time, I was still a relatively new consultant. I was excited and determined to help transform a practice that had been struggling with serious cash flow issues. Because I knew finances were already tight, I wanted to be respectful of my consulting fees and focus on strategies that could create the biggest impact using the team they already had.We took a very holistic approach. At first, we cleaned up patient accounts, reviewed aging reports and accounts receivable, worked through insurance claims to increase collections, improved billing systems, and implemented strategies to recover outstanding balances. We also focused on schedule management, making sure the doctor and hygiene schedules stayed as full and productive as possible.Every week, I ran reports, measured progress, adjusted strategies, and kept looking for ways to improve the practice's financial health. But every month, I noticed the same pattern. Thousands of dollars in treatment were being discounted or written off, all personally authorized by the dentist. No matter how much we improved collections or filled the schedule, we could never outpace the revenue that was walking out the door through unnecessary discounts.I realized the problem wasn't a systems problem; it was a mindset problem. The dentist had an incredibly generous heart, as most do. He genuinely wanted to help every patient and often felt uncomfortable charging the full value of the care he provided. I spent a lot of time talking with him about the psychology of dentistry.I explained that there were really two sides of owning a practice. One side is definitely caring for patients with compassion, but the other side is running a healthy business that can continue serving those patients, pay the team, invest in new technology, and keep the doors open. I also had to explain that because he was contracted with insurance companies, routinely discounting services could create compliance issues with those agreements.The staff had become discouraged. They worked incredibly hard to collect balances, improve accounts receivable, and follow our financial policies, only to have the dentist override those efforts by giving additional discounts. It created confusion and frustration, and it made it nearly impossible for the systems we had built to succeed.After several months, I had to make one of the hardest decisions of my consulting career. I realized that despite everyone's best efforts, I couldn't want success more than the practice owner did. I respectfully stepped away from the engagement because I didn't feel it was right for him to continue spending his limited cash flow on consulting services when he wasn't ready to make the changes that were necessary.About a year later, I learned that the practice had been sold. The transition was incredibly difficult. There were disagreements between the previous owner and the new owner. The entire team was let go, and the situation ultimately required professional mediation.Ironically, I was asked to come back, but not as a consultant focused on operations; I was asked to come back as a neutral professional to help mediate the situation. This experience completely changed the direction of my career. It introduced me to practice transitions, conflict resolution, and mediation. I discovered an entirely new area where I could help dental practices navigate some of the most challenging moments of their business.Looking back, I once viewed that consulting engagement as a failure because I couldn't save the practice, but today I see it completely differently. That experience taught me that success isn't always measured by changing the outcome for one client. Sometimes success is allowing a difficult experience to shape your own growth and reveal a new path that you never expected.That one practice opened the door to an entirely new chapter of my consulting career, and because of it, I've been helping more and more practices and dentists through practice transitions and some of the most significant decisions they'll ever make. Sometimes the greatest opportunity is hidden inside the very thing you didn't think would work out.
When dentistry slows down, patients open up and better care becomes possible.
In this episode, Dr. Brett Kessler shares how recovery reshaped his identity, leadership, and approach to dentistry after getting sober in his third year of practice. He opens up about the core values, mindfulness, coaching, and preparation that helped him face fear in every arena, from starting a practice from scratch to completing five Ironman races and stepping into leadership roles with the Colorado Dental Association and the American Dental Association.
He also walks through the relationship-based model that made his de novo practice a destination for comprehensive care. Rather than chasing volume or relying on technology to impress patients, he slowed the process down with a thoughtful discovery session rooted in Pankey philosophy: treat the person attached to the tooth. From patient conversations and handwritten notes to root-cause treatment planning and organized dentistry advocacy, this conversation is a grounded reminder that meaningful dentistry starts with clarity, courage, and connection.
What You'll Learn in This Episode:* How recovery shaped Dr. Kessler’s leadership, values, and personal growth. * Why fear never fully disappears, and how preparation helps you move through it. * How a de novo practice became a competitive advantage through relationship-based care. * Why leading-edge technology matters less than the philosophy behind it. * How to attract the right patients without building a volume-driven practice. * What happens during a high-trust, one-hour dental discovery session. * Questions that help patients connect oral health, function, aesthetics, and overall wellness. * How simple patient “homework” can lead to deeper awareness and better treatment planning. * Why organized dentistry can be frustrating, slow, and still deeply important. * How dentists can find support through coaches, colleagues, advocacy, and community.
Listen now for an honest, practical conversation about building a values-led life, practice, and profession without doing it alone.
Sponsors:CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! https://sta.mx/vz69
Click here for a special offer!Guest: Dr. Brett KesslerCheck out Brett's Media:Email: bikodds@gmail.com
Phone: 720-989-7960
Mentions & Links:Organizations & Institutions
- American Dental Association (ADA)
- Colorado Dental Association (CDA)
- Council on Dental Benefit Programs (ADA)
- The Pankey Institute
- The Dawson Academy
- Delta Dental
- Hispanic Dental Association
- 5280 Magazine
- The Denver Post
People
- Dr. L.D. Pankey — philosophy founder, “a tooth never walked into my office”
- Dr. Bob Frazer — Frazer and Associates, Austin, TX
- Kim Maguire — Fortune Management
- Dr. Pete Dawson — The Dawson Academy
Events / Programs
- Ironman World Championship
- Colorado Medicaid Adult Dental Benefit Program
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
What if the setback that feels like the end is actually the opening you needed?
In this Fail Forward episode, Aaron Boone, CEO and owner of MVP Mailhouse, shares how being cut from an NFL Europe roster almost ended his football career until one unexpected call put him back on the plane and eventually led him to become team captain, lead the league in touchdowns, and win the World Bowl. He connects that same “control the controllables” mindset to business, from navigating COVID’s impact on direct mail to walking away from a costly website expansion because it wasn’t what his team did best. For dental practice owners and leaders, Aaron’s story is a clear reminder that focus, systems, and knowing your lane can be more powerful than chasing every new opportunity.
Listen now for a quick dose of perspective on resilience, leadership, and the power of staying focused on what you do best.
Listen to Aaron's Other Episodes Here:374: Aaron Boone | Bad Experience With Direct Mailers? Do This Instead! – The Dental Marketer Podcast
MMM [Mailers/ Postcards] The Best & Worst Offers to Have On Your Mailers – The Dental Marketer Podcast
MMM [Mailers/ Postcards] The Best Season, Month, & Day to Send Out Mailers to Attract New Patients – The Dental Marketer Podcast
3 Reasons Why Your Direct Mail Campaigns Aren't Working
MMM [Direct Mailers/Postcards] How to Showcase Your Brand and Draw in the Perfect Patients with Postcards! – The Dental Marketer Podcast
MMM [Direct Mailers/Postcards] Direct Mail Redemption: Strategies That Actually Work for Your Practice – The Dental Marketer Podcast
Do Direct Mailers Work? How to Make Sure Your Postcards Don’t End Up in the Trash.
MMM [Direct Mailers/Postcards] How to Design Direct Mail Campaigns That Hit the Bullseye – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
You might think the secret to more case acceptance is all about your fees, your marketing, or amazing treatment presentations, but what if it’s actually about the way you make patients feel during your conversations?
In this episode, Dr. Sasha Rutnam, with over 30 years at the chair (including 25 as a practice owner in Sydney) breaks down why trust and genuine connection are the real drivers behind patients saying “yes” to your recommendations. Dr. Rutnam shares candid lessons from both private practice and transitioning to a DSO model, emphasizing that patients can instantly sense sincerity, and that pressuring them or relying on polished sales scripts only creates distance.
Dr. Rutnam explains that quality patient communication is the foundation of everything: retention, referrals, and deep, multi-generational relationships. Using practical, real-world tactics, she details how gentle reassurance, listening to fears, giving patients control, and allowing treatment to unfold at their pace transforms outcomes for both patients and clinicians. She talks honestly about the mental load of delivering complex care, why rushed consults often lead to misunderstandings and complaints, and why separating the money conversation from clinical advice builds trust. Packed with actionable strategies (especially for anxious patients) this conversation will reframe how you approach both new and long-time patients, and why honing your communication can be your most important clinical skill.
What You'll Learn in This Episode:* The biggest factors influencing case acceptance and why it’s NOT just about the treatment plan or price * Signs patients trust your intent (and how they spot inauthenticity) * Practical ways to communicate care and earn trust, even with anxious patients * Why longer and unrushed consults lead to better outcomes and fewer complaints * How to separate value discussions from financial talks to maintain perceived value * Strategies for handling “I need to think about it” without feeling pushy * The importance of continuity and personal connection, even after team handoffs * Why acknowledging patient boundaries and choices leads to stronger relationships * Key phrases and behaviors to avoid that can erode patient trust * How investing in communication skills delivers lifelong benefits for your clinical and business success
Listen now to discover how transforming your patient conversations can set your practice apart and create lasting relationships!
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Click here for a special offer!
CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! https://sta.mx/vz69
Click here for a special offer!Guest: Dr. Sasha RutnamCheck out Sasha's Media:Website: https://drsasharutnam.com/
Sasha's Book "Dental Patient Communication Made Simple": https://a.co/d/08yyHc0y
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Struggling with staff productivity and morale in your dental practice? It might be your micromanagement that's causing it.
This episode of Fail Forward features Nishant Pandit, who candidly shares how his overbearing approach to management eventually dented his dental practice's performance. Discover how shifting from micromanagement to empowering staff created happier employees and increased efficiency, with Nishant's anecdotes providing a roadmap for those grappling with management issues. Tune in to get insights on fostering accountability, establishing non-negotiables, and the benefits of easing up on stringent policies. If you're aiming to create a positive and productive work environment in your dental practice, this is one episode you won't want to miss!
Listen to Nishant's Other Episodes Here:Your Dental Startup Guide: Budget, Supply, and Manage Like a Pro | Nishant Pandit | 550 – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
What if clinging to your vision is holding your practice back, not propelling it forward?
In this episode, we’re pulling back the curtain with Dr. Anthony Do, who shares an unfiltered look at the messy middle between opening the doors and building a practice that lasts. Moving from Southern California to Texas, Dr. Do discovered quickly that behind every high-performing dental office are hard choices, failed systems, and invisible pressure that most never see. He’s here to challenge the myth that dentistry is a smooth ride, unpacking the painful lessons he learned trying to scale alone while carrying the weight of his vision on his shoulders.
As Dr. Do unpacks pivotal moments in his journey, he explains why building a loyal inner circle is far more valuable than any system because real alignment starts with matching heart and intent, not just following policies. He speaks candidly about hitting milestones that felt hollow, learning humility through six-figure mistakes, and evolving from chasing social media benchmarks to embracing a mindset that values presence over legacy. Dr. Do also shares practical insights, like investing significantly in staff and culture (even at the expense of margins) and offers a blueprint for creating true leadership within your team. If you’ve ever felt isolated as a practice owner, this episode will give you both the encouragement and the blueprint to let go, build trust, and find peace in the long game.
What You'll Learn in This Episode:* The biggest myth about owning a dental practice and why reality is messier * Why systems and policies fail without true team alignment * The value of building a loyal “inner circle” (and what happens if you don’t) * How chasing industry benchmarks can leave owners empty and unfulfilled * Hard-earned lessons from $400,000 in business mistakes * Why humility and peace come from personal setbacks, not advice alone * Practical ways to invest in people and culture (even if it means less profit) * Steps to create clear, values-driven leadership in any practice * How weekly and quarterly audits create clarity and transparency * The mindset shift from chasing legacy to embracing the journey
Listen now for an honest, empowering conversation that will change how you lead your practice and yourself!
Sponsors:CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! https://sta.mx/vz69
Click here for a special offer!Guest: Dr. Anthony DoPractice Name: Red Oak Family DentistryCheck out Anthony's Media:Facebook: https://www.facebook.com/yourmckinneydentist
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Have you ever felt like your SEO company isn't delivering the results you want?
Dr. Brittany Dickinson shares her failure in dental SEO that lost her new patients and led her to discover the unexpected power of AI. From surviving zero cosmetic consults a month to thriving with 17 and counting, Dr. Dickinson reveals how leveraging AI allowed her to take matters into her own hands, save thousands of dollars and attract more patients. If you want to learn how to harness AI and its potential to transform your marketing strategy in dentistry while saving time and money, don't miss out on Dr. Dickinson's story!
Listen to Brittany's Other Episodes Here:Rise of a Cosmetic Dentist: Balancing Work and Life in Chicago | Dr. Brittany Dickinson | 517 – The Dental Marketer Podcast
Key Lessons from 2024: Building Stability and Growth in Dentistry | MME – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
What if your marketing budget isn’t the real driver of high-value, loyal patients?
When Dr. David Rominski looked back after selling one of the nation’s largest physical medicine practices, a startling pattern emerged: their highest-value patients—the ones they loved serving and who boosted profitability—weren’t coming from big ads or generic marketing efforts. They came almost exclusively through trusted relationships with other providers. In this episode, Dr. Rominski reveals exactly how that insight changed his entire approach to practice growth, leading him to create proven, repeatable systems for building a rock-solid referral network that reliably delivers ideal patients.
Dr. Rominski breaks down the crucial steps specialists and practice owners need to take in their first 90 days to “own their numbers,” map current referral patterns using actual EHR data, and zero in on local providers who regularly see your best-fit cases. He shares practical tactics for becoming referral-worthy, including why real, in-person relationship-building outperforms emails, lunches, and flashy marketing folders every single time. You’ll learn why connecting with everyone in the office matters (not just the doctors!), how to spot and nurture high-potential sources, and the simple but critical metrics that determine whether ongoing effort will pay off. If you’re tired of chasing low-value leads and want steady, sustainable case growth, this episode will show you where to focus.
What You'll Learn in This Episode:* How to identify your most profitable diagnoses and patient types using EHR data * Why the majority of top referrals come from specific provider relationships (not ads) * The must-do steps for evaluating your current referral network in the first 90 days * Practical strategies for mapping your ideal market and building a consistent outreach plan * The right way to approach referring offices (hint: it’s not about you) * The power of “full office” visits and why every staff member counts * Simple, effective materials to leave behind on visits (and what to skip) * How to track, evaluate, and grow your referral relationships * When to keep pushing for more referrals and when to cut your losses * Key metrics to know if your efforts are really producing results
Ready to learn how to build a referral network that brings in your ideal patients without burning money on ineffective marketing? Listen to today's episode with Dr. Rominski!
Sponsors:Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/Click here for a special offer!Business Name: Referrals for DoctorsCheck out David's Media:Website: https://referralsfordoctors.com/
LinkedIn: https://www.linkedin.com/company/doctor-referral-institute/
Facebook: https://www.facebook.com/profile.php?id=100068507172045
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
As a dental leader, it can be easy to mistake team members with different goals, communication styles, and values as underperformers.
In this episode, Michelle Affanato, from Affinity Management, shares her journey of embracing individuality within her team. She came to the realization early in her career that not everyone is wired the same, and this single shift in perspective allowed her to enhance her leadership skills dramatically. Listen to Michelle's secret to flourishing relationships with your staff along with improved results for your dental practice. Don't miss this unique opportunity to discover how empathy and high expectations can co-exist, propelling you and your practice towards your best year yet.
Listen to Michelle's Other Episodes Here:471: Startup Staffing Strategy: How Do You Solve the Opening Day Dilemma? | Michelle Affanato – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
What if your practice could add $30K or more a month just by giving patients the confident smiles they already want?
In this episode, Rachel Hicks reveals how this overlooked service could be a sleeper profit center in your practice. While most practices chase expensive ads, add more operatories, or focus strictly on big-ticket treatments, they miss the chance to turn empty chairs into steady revenue with in-office whitening that patients actually want.
Rachel breaks down why so many clinics get whitening all wrong using outdated, high-cost systems and pricing themselves out of the market, while patients simply go to beauty spas instead. She shares a practical, team-based approach for launching whitening profitably, from choosing an education-first supplier to enrolling the team, simplifying protocols, and moving whitening into consult or unused rooms. Rachel unpacks the numbers, showing how in-office whitening can deliver strong margins, drive more cosmetic cases, and even pay for itself in under a week if practices abandon old habits and give patients the fast, confidence-boosting result they crave.
What You'll Learn in This Episode:* Why in-office whitening is the most underutilized revenue stream in dentistry. * Common mistakes that keep dental practices from profiting from whitening. * The key differences between “whitening for life” takes-home kits and what real patients prefer. * Practical steps for team training and seamless whitening integration. * How to use assistants and unused rooms to maximize whitening efficiency. * Smart pricing strategies for 2025–2026 that keep chair time profitable. * Ways to market whitening without awkward sales tactics. * The ROI of adding a whitening column and how quickly you can get profitable. * How whitening can boost acceptance of additional cosmetic procedures.
Ready to unlock a surprising new revenue stream in your practice? Hit play now and discover how in-office whitening can change your bottom line quickly!
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Click here for a special offer!
Guest: Rachel HicksCheck out Rachel's Media:Instagram: https://www.instagram.com/mentorrach/
TikTok: https://www.tiktok.com/@mentorrach
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Have you ever questioned the traditional drill-and-fill mentality in your dental practice?
In this Fail Forward episode, seasoned dentist Dr. Ankur Gupta reveals how he broke away from the traditional "drill and fill" approach engrained at dental school, after seeing his teenage daughter multiple cavities. Reflecting on the long-term effects of extensive fillings he performed on his patients, Dr. Gupta decided to change his approach and direct energy into proactive preventative measures for his daughter, and all subsequent patients. Discover how challenging traditional dental practice beliefs can offer a more compassionate and health-focused approach and why treating patients like family could set your practice apart. If you're ready to evolve from just restoring dental health to maintaining and promoting it, then this is the episode for you!
Listen to Ankur's Other Episodes Here:398: Dr. Ankur Gupta | North Ridgeville Family Dentistry – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Scaling a dental practice sounds exciting until growth starts to feel like extra weight on your shoulders.
In this episode, Dr. Brinda Patel of Smile Select Dental unpacks the real costs and lessons of scaling a dental practice across multiple states. You’ll hear how her family’s journey from four to twenty locations came with tough calls: when to expand, when to consolidate, and what it actually takes to make your practice stand out in crowded markets. Dr. Patel shares why selling can be the wiser move for some locations, especially when out-of-state offices are difficult to manage, and how adding high-value services before a sale can significantly increase practice valuations.
The conversation digs into the daily realities behind “scaling” that textbooks gloss over: bottlenecks in team culture, after-hours work, and the dangers of seeing growth as pure numbers rather than people and process. Dr. Patel offers actionable advice for practice owners dealing with lagging performance, like focusing on reactivation outreach, tightening up financial processes, and tracking key profitability metrics. Whether you’re battling burnout, refining your team’s accountability, or eyeing the next phase of wellness dentistry, this episode gives you an inside look at what truly moves the needle for multi-location dental success.
What You'll Learn in This Episode:* Why scaling can add stress, not just revenue or prestige * Which practice upgrades most powerfully boost valuation before a sale * How to spot and reverse early signs of marketing fatigue and team drift * The crucial team management mistakes to avoid as you grow * Proven tactics for regaining control of underperforming locations in 48 hours * The specific financial benchmarks that keep multi-location practices healthy * Why phone conversion often matters more than increasing ad spend * How to organize accountability across offices without wearing yourself out * The role of wellness dentistry in the next wave of patient care * Realistic timelines and mental shifts needed for sustainable expansion
Press play now to hear the true story behind dental practice growth and what it really takes to make scaling worth it.
Sponsors:CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! https://sta.mx/vz69
Click here for a special offer!Guest: Dr. Brinda PatelCheck out Brinda's Media:Instagram: https://www.instagram.com/drbrindakpatel/
Email: drbrinda@smileselectdental.com
Brinda's Past Episode: 372: Dr. Brinda Patel | Smile Select Dental – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
What happens when the weight of practice ownership gets too heavy, but partnership and selling don't work out?
In this Fail Forward episode, Dr. Michelle Jorgensen discusses her challenging journey in dealing with practice partnerships and selling to a DSO (two major choices that didn't pan out as expected.) Listen as she shares her revolutionary "ecosystem of a dental practice" concept that categorizes ownership duties, establishing clarity in responsibility, and fostering effective partnerships. If you're struggling with managing your practice's growth or considering partnerships, this episode provides valuable insights you won't want to miss. Discover the wisdom behind Dr. Jorgensen's story and persevere toward better practice leadership today!
Listen to Michelle's Other Episodes Here:480: How to Create a Practice Focused on Your Team and Patient's Wellbeing | Dr. Michelle Jorgensen – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
What if your practice could run smoother, convert more patients, and scale without burning out your team?
This episode dives into the playbook of Kristen Davis, a strategic operator who’s worn nearly every hat in a dental office, from ground-level execution to high-level growth planning.
Kristen shares the real story behind launching and scaling a de novo dental practice during the chaos of COVID-19, turning disruption into a blueprint for resilience and expansion. She introduces SOPHIE, a dynamic AI-supported platform that transforms dental operations by bridging the gap between software and staff, ensuring consistency, accountability, and real-time visibility. Kristen walks us through practical tactics that boost retention and reduce stress, from patient-first scripting and high-conversion follow-up cycles to purposeful morning huddles. Plus, she reveals hiring secrets, onboarding frameworks, and the essential tech tools practices overlook, all rooted in her firsthand trials and wins.
What You'll Learn in This Episode:* How a dental startup thrived during a pandemic by systemizing operations * The exact follow-up schedule proven to improve unscheduled treatment conversions * Patient-phone call frameworks that nail the “why choose us” question fast * Chairside scripts and cues that increase case acceptance (without pressure) * The daily and weekly team habits that cut chaos and elevate accountability * Why separating treatment and financial coordination roles drives smoother workflows * Structured onboarding that creates confident, culture-matched new hires * How to use technology like SOPHIE and Patient Prism to maximize team performance * Proven strategies for holding vendors accountable and protecting your data * Ways to infuse your practice’s mission and values into everything your team does
Hit play and discover actionable strategies you can use to build a practice that grows, adapts, and never skips a beat, no matter what challenges come your way.
Sponsors:Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/Click here for a special offer!
Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Click here for a special offer!Business Name: SOPHIECheck out Kristen's Media:SOFIE: https://www.hisophie.ai/
Instagram: https://www.instagram.com/kldavsherm/
LinkedIn: https://www.linkedin.com/in/kristen-davis-sherman-331831a8/
Mentions & Links:Tools:
- Patient Prism
- BIT USA
- Sunbit
- CareCredit
- Cherry Financing
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Are you a caring dentist who finds it hard to accept when a patient is beyond your help?
In this episode, Dr. Don Barden, a scholar of economics and human behavior, candidly talks about a critical failure, one that many dentists might relate to: assuming you can help everyone. Sharing his wealth of knowledge and experience, Dr. Barden shows the dangers of this mindset and explains the importance of recognizing that patients, and indeed anyone, can only be truly helped when they are willing to help themselves. Unpack his insights and learn why he thinks that acknowledging this reality can be a significant step towards succeeding as a practice owner. As Dr. Barden says, "Failure is ongoing. Failure is something that you should embrace because it tells you what not to do, and it opens the door for everything you should be doing."
Listen to Don's Other Episodes Here:Feel Passion for Dentistry Again: 12-Months to Success with This Mindset Shift | Don Barden | MME – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
How did a Colorado dental group turn technology disaster into a growth catalyst?
This episode takes us behind the scenes of a bold, full-scale transition at a seven-location pediatric dental group: moving from server-based Open Dental to the cloud-powered Dentrix Ascend. Nicole Hartshorn, COO and regional manager, shares how scaling demands seeing every location not as isolated outposts, but as parts of a truly unified business, and what happens to patient experience when operational hiccups ripple through the system.
Nicole pulls back the curtain on the first big shock moving from Open Dental: financial ledger data didn’t migrate, instantly breaking accounts receivable tracking. Her team faced the daunting reality of rebuilding patient balances by hand, a process that took months and tested resolve. She explains how intensive on-site trainers, standardized SOPs, and continuous coaching from Dentrix Ascend turned the tide with upfront struggles, leading to breakthrough systems that allow team members to focus on a better patient experience. Nicole also dives into the nitty-gritty of effective recall protocol, automation that frees teams for powerful community outreach, and the often-overlooked details that make or break pediatric experience at scale.
What You'll Learn in This Episode:* Why unified operational systems are critical for multi-location practices * The costly surprise of non-migrating financial data and how to recover * How on-site software trainers shape successful change management * Strategies to overcome “we’ve always done it this way” resistance * A high-impact, personalized recall system that keeps patient engagement at 95%+ * The crucial (yet often ignored) role of documenting visit details * Automation hacks like insurance verification that give back staff time * How quarterly outreach campaigns grow referrals in pediatric dentistry * Pitfalls of focusing solely on collections over production and recall * The importance of standardization for large provider teams * Why “add-on” side services can undermine your core pediatric business
Ready to hear how bold leadership can turn an operational crisis into long-term growth? Listen now for firsthand lessons you can use in your own practice!
Sponsors:Dentrix Ascend: Smarter System, Smarter Practice: Dentrix Ascend Cloud-Based Dental Software Break free from software hassles and come with us to the cloud. Spend less time managing your practice and more time caring for your patients. Tap here for a special offer!
Tap here for a special offer!Guest: Nicole HartshornPractice Name: Pediatric Dental Group of ColoradoCheck out Nicole's Media:LinkedIn: https://www.linkedin.com/in/nicole-hartshorn-9a927770/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Are you scared of going against what's popular or accepted in dentistry, especially when it hits your patient base hard?
In this episode, Dr. Delaney Spaulding, the fearless owner of Ross Bridge Dentistry, underscores the value of courageous decision-making through her own story. Dr. Spaulding moves from a terrifying plunge into an out-of-network practice model that losses half of her patient base, to learning to navigate pushbacks, tough conversations, and an unforeseen leadership refurbishment. Listen in to discover how she envisioned and enacted a practice that thrives on intentional patient communication and experience, rather than riding on the insurance wagon. Dr. Spaulding shows you why, in your practice, you decide the rules. Tune into this episode of Fail Forward and prepare to be inspired to act boldly!
Listen to Delaney's Other Episodes Here:410: Dr. Delaney Spaulding | Ross Bridge Dentistry – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
What does it feel like to jump off the cliff of comfort and control, building your dream dental practice from the ground up before the first patient ever walks in?
In this candid conversation, Dr. Ryan Le and Dr. Tran Nguyen open up about the exhilarating and anxiety-filled final days before launching Lakeview Dental, their new practice in Horizon West, Florida. After three long years of planning, delays, and relentless detail work, the couple shares what it’s really like behind the scenes: how excitement can flip to stress as overlooked “little things” stack up, and how every decision, from bathroom fixtures to office software, feels loaded with urgency and consequence when the countdown to opening is real.
Ryan and Tran’s story isn’t about the glamour of being practice owners; it’s about embracing the mess, navigating two years of construction delays, learning the gritty details of equipment procurement, and wrestling with the emotional and financial risks of stepping away from secure jobs. They explain why autonomy, relationship-based care, and community connection fueled their leap into ownership. Their partnership is a masterclass in teamwork and resilience, showing how dividing roles, learning to compromise, and staying deeply involved in the local community helped them nearly fill their opening schedule even before opening the doors. This episode is a must-listen for anyone dreaming of practice ownership and wanting honest, hard-earned wisdom from dentists truly in the trenches.
What You'll Learn in This Episode:* The emotional reality of building a dental startup from scratch * How permitting and construction delays really impact your launch timeline * Hidden “tiny” details that pile up as opening approaches * Smart strategies for trimming startup costs without sacrificing tech * Why patient experience and community presence are better than generic marketing * How to split roles and decision-making as partners and find compromise * What to expect when leaving employment for uncertain entrepreneurship * The truth about local demand and choosing the right practice location * Tips for creating a welcoming, anxiety-reducing office environment * Lessons learned the hard way in dental practice buildouts
Hit play to hear the honest, practical journey of turning a dental dream into reality before the doors even open!
Sponsors:Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/Click here for a special offer!Guest: Dr. Ryan Le & Dr. Tran NguyenPractice Name: Lakeview DentalCheck out Ryan & Tran's Media:Website: https://www.thelakeviewdental.com/
Email: info@thelakeviewdental.com
Instagram: https://www.instagram.com/thelakeviewdental
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
What does a million-dollar mistake in dentistry look like?
Dr. Nathan Coughlin reveals the hard lessons learned from choosing the wrong business partners (a decision that cost him over a million dollars and countless sleepless nights.) Despite the significant financial strain and emotional toll, Dr. Coughlin has transformed this setback into invaluable wisdom about the importance of vetting partners, clarifying partnership agreements, and ensuring a clear exit strategy. Tune in to learn the practical steps to avoid these pitfalls, along with the insight that survival through failure can lead to eventual success. If you're considering or already into partnerships, listen to Dr. Coughlin's story to fortify your practice against agreements that are bound to fail!
Listen to Nathan's Other Episodes Here:386: Dr. Nathan Coughlin | Thrive Dental and Orthodontics – The Dental Marketer Podcast
MMM [Social Media] Find The Exact Patients You Want to Serve with These Pinterest Tips! – The Dental Marketer Podcast
The First Episode of 2023 & The Advice and Reflections Some of Our Guests Have Had! – The Dental Marketer Podcast
MME: Break the Mould on Pricing | How to Add $100k Production to Your Month! | Dr. Nathan Coughlin – The Dental Marketer Podcast
Which Social Media Platform is Right for Marketing Your Practice
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
What if the biggest threat to your implant outcomes isn’t technical, but the urge to treat your next patient?
In this episode, Dr. Ivan Chicchon, founder of Implant Ninja, flips the script on implant success by showing that mastery starts with mindset, not just motor skills. He reveals that the most dangerous enemy in implant dentistry is the rush. When clinicians try to wedge implants into the usual high-pace dental schedule, judgment falters and patient care suffers. Drawing on years of clinical experience, Dr. Chicchon makes the compelling case for slowing down, sharpening focus, and giving every implant the dedicated space and gravity it deserves.
We'll dive into practical strategies for building an implant-friendly workflow, from setting up a sterile environment and assembling a skilled support team, to carving out enough undisturbed time. Dr. Chicchon details how every phase, from patient selection to case review, is an opportunity to elevate results and avoid burnout or regret. He opens up about the red flags that signal a need for more learning and why a cautious approach, combined with steady incremental skill-building, transforms new surgeons into confident, competent providers. If you’re tired of feeling anxious or rushed before an implant case, this episode promises confidence-boosting tools you can put into practice right away!
What You'll Learn in This Episode:* Why “just getting it done” is the biggest threat to implant success * The workflow essentials that separate true implant surgeons from generalists * How to set up your room, team, and schedule for focused, safe implant care * Key criteria for case selection and the red flags that beginners often miss * The top mindset shifts every aspiring implant dentist needs * The roadmap from first implant to 50 “bread-and-butter” cases * How to avoid high-risk patients and start with cases set up for success * The role of documentation in honest self-assessment and ongoing improvement * Strategies for internal marketing and patient education in your practice * The importance of giving yourself permission to slow down and learn
Tune in now to discover how rethinking your approach can make dental implants a safe, rewarding part of your practice.
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Click here for a special offer!
CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! https://sta.mx/vz69
Click here for a special offer!Guest: Dr. Ivan ChicchonBusiness Name: Implant NinjaCheck out Ivan's Media:Website: https://www.implantninja.com/
Instagram: https://www.instagram.com/implant_ninja/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Subscribe on Your Favorite App! https://lnkfi.re/TDMPod
Can detaching your worth from your title pave the way for better leadership?
In this episode of Fail Forward, Lorie Streeter dives into a pivotal crisis (the closure of an enterprise she nurtured for nearly 20 years) and how this seeming failure propelled her towards purposeful leadership. Listen in to understand how separating her worth from her role sparked audience-resonating authenticity and emboldened her to redefine her dental leadership and write her story on her own terms. Don’t miss this chance to embrace your own adversity as a springboard to evolve, expand your impact, and lead your practice with authenticity and purpose!
Listen to Lorie's Other Episodes Here:215: Lorie Streeter | When You Go The Extra Step For People,They Will Go The Extra Step For Your Practice. – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
What if the real obstacle to growing your practice isn’t getting more calls, but what happens after the phone rings?
In this episode, Dr. Len Tau unpacks the step-by-step system any dentist can use to turn a $500,000 practice into a $1 million powerhouse in just 12 months (without breaking the bank on marketing.) He dispels the biggest myth in dentistry: that growth is out of reach with limited resources, revealing that most offices are held back by overlooked “leaks” and conversion gaps, not a lack of opportunity. Michael and Dr. Tau explore why a marketing budget as low as $1,500/month is enough to drive 20+ new patients when coupled with consistent processes, sharp phone skills, and clear internal accountability.
Through stories and practical tactics, Dr. Tau guides us through an initial audit to spot where practices are losing potential patients, from missed calls and ineffective front-desk handling to low case acceptance and patient attrition. He shares actionable tools, like listening to recorded calls, asking the right operational questions, and introducing comfort-driven patient forms to turn new patients into lifelong patients. From scripting insurance conversations and pre-visit rapport-building to optimizing treatment presentations and review management, Dr. Tau details how any practice can harness its existing patient flow for exponential growth, one clear step at a time.
What You'll Learn in This Episode:* How to audit your practice to plug costly “leaks” before increasing marketing spend * The critical phone skills that make or break conversion rates * Tactical steps to build patient trust from the very first interaction * Why active listening and “disarming” patients improves show rates and reviews * The exact operational data (new patients, attrition, case acceptance, etc.) to track for fast growth * Key system changes to raise daily production from detailed patient forms to same-day dentistry * How to frame treatment and payment options to maximize acceptance (and avoid sticker shock) * Smart methods to measure marketing effectiveness (no matter your ad budget) * The truth about online reviews and how to build reputation resilience
Ready to see where your practice might be leaking profitability? Let's find out with Dr. Len Tau!
Sponsors:CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! https://sta.mx/vz69
Click here for a special offer!Guest: Dr. Len TauCheck out Len's Media:Website: https://www.drlentau.com/
Phone: 215-292-2100
Supercharge Your Dental Practice Event: https://superchargeyourdentalpractice.com/
Mentions & Links:
CallRail Article: 5 healthcare marketing trends shaping patient growth in 2026
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Stepping into dental practice leadership can be overwhelming, especially when you don't see yourself as a born leader.
Come along as Dr. Eric Block recounts his journey from struggling with leadership and practice management to becoming an efficient leader, all by developing comprehensive standard operating procedures. By documenting every process, from clinical setups to insurance claims, Dr. Block reduced his practice's stress levels, improved training efforts, and even crafted his own productivity software for dental offices, Flomo. Immerse yourself in Dr. Block’s story to pick up practical strategies that can turn even self-doubting dentists into proficient leaders. If you're living in fear of losing key staff or feeling stuck in your growth as a practice owner, let this episode guide your way forward!
Listen to Eric's Other Episodes Here:345: Dr. Eric Block | Acton Dental Associates & Deals for Dentists – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Who you hire in your first year will shape your dental startup for years to come. Are you choosing team members that truly click?
In this episode, Dr. Kelsi Lewis of Glow Dental Co. opens up about the real challenges and rewards of founding an intentional, community-focused dental practice while balancing dentistry, business ownership, and motherhood. She shares honest insights on her current stress points, switching marketing companies, hiring for fit over resume, and doing it all without an office manager. Dr. Lewis dives into why every new team hire matters, how she maintains a supportive culture, and what it takes to build a staff that doesn’t need micromanaging. You’ll hear specific examples, from the roles her hygienist and front desk play in patient care to the systems she uses for onboarding and maintaining high standards.
As the conversation unfolds, Dr. Lewis also reveals her journey through the marketing maze. She details what prompted her to pause ads, how she chose new partners based on research and guarantees, and the practical steps she’s taking to double new patient numbers, all with an eye on expanding services and elevating the patient experience. You’ll walk away with actionable strategies for handling team growth, improving workflow and patient conversions, and staying true to your vision no matter how many spinning plates you’re managing behind the scenes.
What You'll Learn in This Episode:* How to identify and hire team members who elevate your practice culture * Effective onboarding and performance management strategies for dental teams * Creative ways to ensure alignment and communication among staff across roles * How consistent language and teamwork improve patient experiences and case acceptance * When and why to switch marketing partners, and what metrics to track * Approaches to scaling new patient numbers with and without paid ads * Tools and tactics to streamline in-office workflow and finances, including offering patient financing * Essential operational lessons from starting a practice from scratch * Protecting your team and brand by confidently dismissing disrespectful patients * Vision casting for long-term growth into aesthetics and full-mouth rehabilitation
Ready to upgrade your practice’s culture, patient flow, and growth? Hit play to learn exactly how Dr. Lewis is making it work, one intentional decision at a time.
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Click here for a special offer!Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/Click here for a special offer!Guest: Dr. Kelsi LewisPractice Name: Glow Dental Co.Check out Kelsi's Media:Practice: https://glowdentalco.com/
Instagram: https://www.instagram.com/kelsilewisdds/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Have you ever felt devastated when someone beat you to a brilliant idea?
In this episode of Fail Forward, David Jenyns talks about his venture of the Melbourne Cricket Ground (MCG) wood sale and how it got hijacked by a stranger who went on to become a close friend. While you unwind the twist and turns in his story, you'll realize how acting quickly on your ideas can prevent others from beating you to the punch. This episode provides concrete proof that it's not about who came up with the idea first; it's about who took the initiative and executed it effectively. Dive in to learn about turning disappointments into wins and even long-term friendships!
Listen to David's Other Episodes Here:302: David Jenyns | SYSTEMology: Create Time, Reduce Errors and Scale Your Profits with Proven Business Systems – The Dental Marketer Podcast
Conquer Resistance: Empower Your Team with Effective System Strategies | David Jenyns | MME – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Can you still win patient loyalty when you walk away from insurance contracts?
Dr. Parth Kansagra did just that, launching a premium-priced, insurance-free dental practice in Orange County against all conventional wisdom. Dr. Kansagra shares why he walked away from burnout and chose the hard road of building a practice on his own terms, leaning on his MBA skills, strong patient communication, and a vision for comprehensive patient care.
He unpacks the pivotal moment that inspired him to drop insurances cold turkey, then takes us behind the scenes of his high-touch transition: spending months meeting every patient face-to-face to personally explain the new model. Dr. Kansagra gets real about the financial and emotional stress of entrepreneurship, how losing insurance-driven patients opened doors for true cosmetic-focused care, and the steps he took to make premium pricing feel trustworthy with transparent menus, longer exams, and even a six-year warranty. Listen in for honest lessons on patient relationships, marketing that actually works, and how building real trust became his not-so-secret advantage.
What You'll Learn in This Episode:* How dropping insurance transformed patient relationships and practice culture * Strategies for communicating change and building trust with existing patients * The financial realities and risks of going insurance-free from day one * Why personalized attention became the cornerstone of Dr. Kansagra’s approach * Tips for converting bargain-seekers into loyal, high-value patients * Unexpected growth tactics: Groupon whitening offers, memberships, and “social media scholarships” * Building a transparent fee structure including warranties and easy refund policies * The importance of direct doctor access (and giving out his Google number!) * How “banked” membership plans and referral networks can drive real growth
Press play to learn how Dr. Kansagra builds real trust in his practice!
Sponsors:Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/Click here for a special offer!Guest: Dr. Parth KansagraPractice Name: Bespoke Dental StudiosCheck out Parth's Media:Practice: https://bespokedentalstudios.com/
Juma (Heathcare Wallet for Patients): https://getjuma.com/
Instagram: https://www.instagram.com/dr.parthk/
LinkedIn: https://www.linkedin.com/in/drparthkansagra/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
What would you do if your high-performing practice was flooded and couldn't operate?
Dr. Sonny Spera faced exactly this in 2006 when a disastrous flood wiped out one of his three dental offices. Amid the chaos, Dr. Spera showed exemplary leadership by ensuring no team member lost hours and every patient received their care. The key? Pioneering solutions, resilience, and a shared commitment to their dental family. Dive into this episode to discover how, even when catastrophe strikes your practice, you can roll up your sleeves and pave your own path forward. Gain insights on turning disaster into a strengthening growth experience. Listen now to learn how to handle unexpected setbacks while preserving your team's stability and commitment.
Listen to Sonny's Other Episodes Here:340: Dr. Sonny Spera | Progressive Dental – The Dental Marketer Podcast
MMM [Insurance] If You Want To Cut Out Your Worst Paying Insurances, Do This! – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Can you protect both your marriage and your margins while building a dental practice from scratch?
In this episode, Eva Baughman of Clearwater Dentistry in Greeley, Colorado, shares the behind-the-scenes story of launching a practice with her husband just before the pandemic hit and how she transitioned from a non-dental background to becoming the financial strategist their office needed. Eva unpacks the path her husband took from serving as a military dentist in Germany to stepping into ownership for the freedom to care for patients on his own terms. This journey demanded Eva step in, shoulder-to-shoulder, to shape the practice into a sustainable, patient-focused team.
Central to this conversation is Eva’s candid look at managing insurance-heavy operations in a brand-new community. She walks us through her step-by-step approach to mastering local demographics, mapping employer insurance plans, and using those insights to negotiate stronger PPO contracts, sidestepping third-party headaches wherever possible. Eva also details her hands-on methods for tracking expenses, building airtight claims systems, and empowering her team (all while protecting work-life boundaries as both a spouse and business partner.) Whether you’re a dental entrepreneur, office manager, or anyone seeking better insurance and cash flow management, Eva’s real-life experiences offer practical takeaways for turning your practice from stressful to sustainable.
What You'll Learn in This Episode:* How to objectively assess your local market and maximize insurance contracting power. * Ways to prevent insurance from controlling the patient conversation and keep care patient-centered. * Smart strategies for tracking practice expenses and improving cash flow predictability. * How to build a claims system that minimizes rejections and supports faster payments. * The benefits of negotiating direct PPO contracts and periodically reassessing terms. * Why understanding insurer requirements leads to better documentation and estimates. * Tips for hiring and team-building in a startup practice. * Navigating the unique dynamics of running a spouse-owned office. * Setting boundaries to protect your family time while still growing your practice.
Tune in now to hear Eva's story on building a practice from scratch with her husband and the ins and outs of everyday operations!
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Click here for a special offer!Guest: Eva BaughmanPractice Name: Clearwater DentistryCheck out Eva's Media:Practice: https://clearwaterdentistry.net/
Instagram: https://www.instagram.com/eva_baughman14/
Email: evabrigitte14@gmail.com
Dental Spouses in Business Facebook Group: https://www.facebook.com/share/g/17Tw64FJiu/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Could you be mistaking tolerance for compassion as a practice owner?
In this Fail Forward episode, Dr. Adrian Cummins from Cummins Dental Group shares a critical setback he experienced in his practice due to a lack of firm boundaries and leadership clarity. Listen as he illuminates how tolerating substandard performances led to not just revenue loss, but a depletion of peace and time, which act as the backbone of every flourishing practice. He shows how he turned confrontations into clarity, creating firm boundaries, making standards concrete, and utilizing leadership meetings effectively to foster accountability. If you're looking to grow your practice and your team without compromising your peace of mind, this episode is a must-listen!
Listen to Adrian's Other Episodes Here:328: Dr. Adrian Cummins | Cummins Dental Group – The Dental Marketer Podcast
"What is 1 thing You Wish You Knew Before You Opened Your Start-up/ Acquisition?" – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
How are patients really finding their next dentist? It’s not through endless Googling anymore.
This episode uncovers a dramatic shift: instead of comparing offices online, more people are now simply asking ChatGPT, Perplexity, or Gemini, "Who should I call for dental implants or a toothache?" The AI returns just a couple of names, and with zero hesitation, patients make the call (often within a minute.)
Michael breaks down real data from CallRail, revealing how these AI-fueled phone calls, though still a small percentage, represent a wave of ultra-high-intent patients who skip traditional browsing and choose the first AI-recommended office. You'll discover which tools are actually driving these calls (hint: ChatGPT is leading by a landslide), why this trend mirrors the early rise of smartphone searches, and why it pays to make your practice information clear, consistent, and ready for action. If you want your phone to ring next time someone asks AI to help find them a dentist, this episode is your essential guide.
What You'll Learn in This Episode:* How AI chat tools are redesigning the path patients take to choose a dentist * The latest CallRail data showing real-world AI-generated business calls * Which AI tools (like ChatGPT and Perplexity) are influencing dental patient decisions * Why AI-referred calls are more likely to be high-intent (and how that matters) * How this shift compares to the early days of mobile search * Practical steps to make your dental practice more "AI-ready" * The importance of consistent business listings and clear service descriptions * Why answering your phone quickly matters more than ever * How tracking calls can help you see which marketing sources are working * What other industries are doing as AI changes the referral landscape
Don’t get left behind! Hit play now to make sure your dental practice is ready for the new era of AI-driven patient calls.
Sponsors:CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! https://sta.mx/vz69
Click here for a special offer!Check Out the Article From This Episode (Updated with More Data):Article: https://www.callrail.com/blog/20m-calls-reveal-future-of-customer-discovery
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Subscribe on Your Favorite App! https://lnkfi.re/TDMPod
Have you considered selling your practice to your associate? Listen to this episode before you do!
This episode of the "Fail Forward" series takes you on a journey with Dr. David Phelps, as he shares a significant setback he faced in selling his practice, where due to his hurried decision, he ended up selling to an associate with excellent clinical skills, but lacking business knowledge. This lack of insight led to volatility and loss of staff and patients; forcing him to retake control. But the silver lining? This was a transformational moment that pressured him to take a different approach in recruitment and empowering associates while gradually transitioning into ownership, resulting in the sale he aimed at. Listening to this episode will teach you how to navigate associate transitions more effectively while avoiding common pitfalls.
Listen to David's Other Episodes Here:361: Dr. David Phelps | The Best & Worst Things You Can Do as a Practice Owner Who's Trying to Accumulate Wealth – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
What does it really take to turn a neighborhood dental practice into a must-visit brand no matter the competition next door?
In this episode, Dr. Chaz Vittitow shares the real story of launching and growing The Local Dentist in a market packed with competitors all while balancing family life with four kids and navigating today’s unique challenges for dentists. Chaz explains the origin of his practice’s name and how it shaped everything from branding to partnering with local businesses. He also digs into the seldom-discussed realities: intense staffing pressures, skyrocketing expenses, and the myth that owning a practice guarantees financial success.
Chaz reveals how he grew by aggressively marketing, earning patient referrals, and, most notably, breaking free from PPO insurance networks, once facing $500–$600K annual write-offs on $1.1M collected. He delivers a practical guide for dropping insurance: scripting patient conversations, offering membership alternatives, and controlling the story to retain quality care (and your best patients). Through powerful communication tweaks and lessons learned on team-building, leadership, and profitability, Chaz equips us with a blueprint to build not just a profitable practice, but a truly resilient one.
What You'll Learn in This Episode:* How to craft a dental brand that resonates in your community and stands out * The key differences (and new complexities) of dental ownership today versus prior generations * Creative growth strategies for practices in saturated markets, from ground-level marketing to referral systems * Why and how to drop insurance networks without losing your patient base (or your mind) * The real financial impact of insurance write-offs (and how to regain control) * Step-by-step tactics for transitioning patients off PPO plans, minimizing attrition and complaints * Transformative language and communication shifts that boost case acceptance and patient loyalty * Operational insights: hiring, team training, profitability strategies, and smart tech adoption
Tune in to learn how Dr. Chaz builds an unstoppable brand that resonates with his local community!
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Click here for a special offer!Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/Click here for a special offer!Guest: Dr. Chaz VittitowPractice Name: The Local DentistCheck out Chaz's Media:Practice: https://localdentistbellingham.com/
Instagram: https://www.instagram.com/localdentist_bham/
The Dental Jumpstart YouTube Channel: https://www.youtube.com/channel/UCJvqs2_HMAkGq2ki__Gv-jQ
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Feeling a rift between your team and struggling on how to address it?
Join Dr. Paul Etchison of the Dental Practice Heroes Podcast as he recounts a challenging situation that sparked real change in his practice. Sharing his story of tension between the front desk and clinical teams, Paul opens up about stalling, fumbling, and ultimately succeeding in having a much-needed conversation. He reveals how the magic of validating one's perspective (even without agreeing completely) can bring down walls and pave the way for constructive solutions. Tap into this episode if you want to improve your communication, leadership skills, and overall practice dynamics! You'll learn that difficult conversations are not obstacles but the gateway to better relationships, growth, and success in your dental practice.
Check out Paul's Media:Website: https://www.dentalpracticeheroes.com/
Podcast: https://www.dentalpracticeheroes.com/podcast
Listen to Paul's Other Episodes Here:479: Are You on the Road to Effective Dental Leadership? The Blueprint for Teamwork | Dr. Paul Etchison – The Dental Marketer Podcast
300: Dr. Paul Etchison | Nelson Ridge Family Dental – The Dental Marketer Podcast
MMM [Internal Marketing] Small Details That Make a Big Difference in Team Communication – The Dental Marketer Podcast
The First Episode of 2023 & The Advice and Reflections Some of Our Guests Have Had! – The Dental Marketer Podcast
"What is 1 thing You Wish You Knew Before You Opened Your Start-up/ Acquisition?" – The Dental Marketer Podcast
455: Dr. Paul Etchison | Achieving Peace of Mind: Embracing Delegation for a Harmonious Dental Team – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Discover the practice-changing power of a unified team guiding every patient from check-in to checkout!
In this episode, Dr. Jaspreet Gill opens up about the mental and strategic balancing act of guiding Countryside Smiles, sharing how time, patient experience, and ROI intertwine in daily decisions around hiring, technology, and workflow design. You'll hear firsthand how the focus shifted from setting up operations to facing nuanced choices: should you invest in tech, hire another team member, or build the next system to scale? Dr. Gill brings clarity to what it means to “pick your headaches wisely,” ensuring every move supports both the patients and her team.
What sets her practice apart? Around year two, Dr. Gill rewrote the playbook by unifying the traditionally divided front and back office, creating patient care coordinators who guide each person seamlessly from intake through billing and beyond. This personalized model, made possible with cloud-based tech and a hand-picked team, eliminates friction and elevates quality care. She dives into performance-based incentives, salary solutions to retain talent, and hyperlocal marketing, all while sustaining profit, minimizing turnover, and keeping compassion at the center. Whether you’re a new practice owner or aiming to future-proof your office, Dr. Gill’s candid insights and tested strategies offer a blueprint for sustainable and human-centered growth!
What You’ll Learn in This Episode:* How to evaluate owner-level decisions for ROI in time, money, and care quality * The step-by-step breakdown of a patient care coordinator workflow model * Strategies for reducing communication gaps between clinical and administrative staff * Why selective hiring and performance-based bonuses matter for retention * How to implement cloud-based systems for efficiency and fewer software headaches * Approaches to detailed insurance verification for upfront financial transparency * Secrets to profitable marketing within your immediate community radius * Tips for managing team compensation and benefits to lower turnover * Building a brand rooted in personal connection: asking patients “What’s your story?”
Ready for practical strategies that put people before processes? Listen now for real-world lessons on practice ownership!
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Click here for a special offer!Guest: Dr. Jaspreet GillPractice Name: Countryside SmilesCheck out Jaspreet's Media:Practice: https://countrysidesmiles.com/
Facebook: https://www.facebook.com/Countrysidesmiles
Instagram: https://www.instagram.com/countrysidesmiles/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Dreaming of landing big, full-mouth rehab cases in your practice?
In this episode of Fail Forward, Dr. Andy Tran shares his sobering story of chasing high-ticket dentistry, only to find his foundation and personal life taking a toll. Hear how redefining success allowed him to save and strengthen his practice, offering valuable lessons about choosing the right patients, putting front-line systems in place, and balancing ambition with reality. Don’t fall for the shiny red object—tune into this episode to learn from Dr. Andy's missteps and fortify your foundation for sustainable growth!
Listen to Andy's Other Episodes Here:Just Listen... Dr. Hieu Pham & Dr. Andy Tran – The Dental Marketer Podcast
Just Listen... Dr. Andy Tran & Dr. Richard Low – The Dental Marketer Podcast
83: Dr. Andy Tran & Linda Phan | What's the most important thing to know when owning a dental office? – The Dental Marketer Podcast
315: Dr. Andy Tran | It's Been 2 Years Since He's Opened His Start-Up... – The Dental Marketer Podcast
Just Listen... Dr. Andy Tran & Linda Phan | Apex Dental Studio – The Dental Marketer Podcast
Day 2: Dr. Richard Low & Dr. Andy Tran | The Breakaway Series | Business Masters Edition – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Can a $5,000 marketing budget over 90 days genuinely bring new patients through your front door is it a waste of money?
In this episode, Michael sits down with Lamar Woods of Adhere Patient Management to strip away the guesswork. Lamar shares what truly moves the needle in dental practice marketing (and here's a hint: it’s not just impressions or clicks.) He unpacks the exact metrics that signal a win by the 90-day mark, focusing on predictable lead flow that turns into real-life appointments and patient visits, not just empty calls or unqualified leads.
Lamar dives deep into the essentials every dental practice must have before investing a dime, like a trustworthy, conversion-ready website and robust call tracking. Discover common pitfalls that sabotage new patient bookings, especially at the front desk, and why scripts, coaching, and call reviews are non-negotiable when call volumes spike. You’ll walk through the recommended $5,000 marketing playbook, from campaign breakdowns on Google Search to step-by-step expectations at 30, 60, and 90 days, plus the realities of ad spend and diminishing returns. Whether you’re frustrated by flat results or hungry for predictable patient growth, you’ll leave this episode ready to take control of your marketing ROI.
What You'll Learn in This Episode:* The specific “winning” metrics that make or break a dental marketing investment * How to define and set realistic new patient goals for your budget * Essential website and call tracking fundamentals for higher conversions * The most common front desk mistakes costing you patient bookings (and how to fix them) * A proven Google Ads campaign breakdown for maximum new patient flow * Why and how to monitor campaign results at each stage (30/60/90 days) * The truth behind doubling ad spend and market limits in your area * Practical patient production projections based on real ad budgets * How to hold your marketing agency accountable with lead and booking reports * Critical tools and systems for tracking, measuring, and scaling patient growth
Hit play and find out exactly how to turn your marketing spend into real new dental patients. No more guesswork, just clear action steps!
growth!
Sponsors:CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! https://sta.mx/vz69
Click here for a special offer!Guest: Lamar WoodsBusiness Name: Adhere Patient ManagementCheck out Lamar's Media:Website: https://www.adherepatient.com/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Subscribe on Your Favorite App! https://lnkfi.re/TDMPod
Ever faced a setback in your practice that challenged your mindset? Learn how to escape scarcity thinking and navigate tough situations with abundance and strength!
In this episode of the Fail Forward series, CJ DuBe' shares the painful story of a lowball buyout after scaling from 0 to 8 million in three years that left her questioning her worth. However, CJ didn’t let this setback define her, as she embarked on a spectacular journey, learning to channel her unique abilities in teaching, facilitating, and coaching. Listen in to discover how shifting from a scarcity mindset to an abundance outlook, and focusing on love and trust, can help overcome setbacks and bring about phenomenal growth. Don't miss out on this inspiring tale of resilience and transformation, crucial lessons for any dentist or practice owner!
Listen to CJ's Other Episodes Here:287: CJ DuBe | The simple concepts and tools to gain TRACTION in your practice. – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
What happens when you stop seeing neighboring dentists as rivals and start building authentic alliances instead?
In this episode, Michael sits down with Dr. Chethan Chetty, fresh from a transformative three-year term as president of the Academy of General Dentistry. Having balanced his “second job” of intense advocacy with the demands of running his practice and raising a family, Dr. Chetty reflects on the unique pressures and privileges of leadership. He shares why organized dentistry is crucial for every dentist and reveals the advocacy battles few dentists realize are unfolding behind the scenes with legislators and policy makers. Hear firsthand stories of how professional unity can safeguard dentistry’s future and protect patients from disruptive policy changes.
The conversation dives into the realities facing today’s dental practice owners: mounting student debt, the lure of DSO positions, insurance headaches, and shifting patient expectations. Dr. Chetty unpacks real mistakes and leadership lessons learned while scaling his practice from “mom and pop” operation to a team of four associates, all while keeping culture and communication at the heart of growth. He details practical strategies for building collaborative relationships with neighboring dentists, managing staff dynamics, implementing technology, and responding to accelerated changes in the industry, including labor law shifts, AI-driven tools, and practice management innovations.
What You'll Learn in This Episode:* Why organized dentistry is every dentist’s responsibility, not just for “joiners” * How legislative changes can reshape your practice overnight—and what you can do * Real-world strategies for balancing advocacy, practice ownership, and family life * Approaches to healthy competition and building a local dental community * Why student debt is reshaping the career landscape for new dentists * The pros and cons of DSO and private ownership models today * Keys to scaling a practice while preserving its culture and patient experience * Lessons learned from leadership missteps—and how to resolve team conflict * The impact of post-COVID labor law changes and innovative tech solutions * How to future-proof your practice with smart systems and adaptable workflows
Ready to see the bigger picture and seize control of your dental career? Tune in now and learn how advocacy, leadership, and community could be your next big move!
Sponsors:Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/
Guest: Dr. Chethan ChettyPractice Name: Eagle Rock Family DentistryCheck out Chethan's Media:Website: https://www.eaglerockdentistry.com/
Instagram (Personal): https://www.instagram.com/drchettydds/
Instagram (Practice): https://www.instagram.com/eaglerockdentistry/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
Are you unknowingly stifling your team's growth by constantly providing solutions?
In this episode, Shane Simmons shares his experience of unintentionally becoming a roadblock in his dental marketing company, Crimson Media, due to his quick-fix problem solving approach. Discover how he pivoted his leadership style to empower his team through the 1-3-1 method, and how this can foster critical thinking, enhance team skills, and ultimately drive your dental practice growth. If you’re ready to step back and allow your team to emerge empowered and innovative, dive into today's episode!
Listen to Shane's Other Episodes Here:MMM [Google Ads] How to Easily Attract New Patients with Predictability – The Dental Marketer Podcast
MMM [Internal Marketing] Using Social Media Ads & Email Marketing to Target Existing Patients for Unscheduled Treatment & Referrals – The Dental Marketer Podcast
MMM [Google Ads] The Best Way to Attract More Dental Implant Patients on a Limited Budget – The Dental Marketer Podcast
174: Shane Simmons | The Type of Marketing That Intrigues Human Beings – The Dental Marketer Podcast
MMM [Social Media] 3 Aspects of a Social Media Ad That New Patients Want to See – The Dental Marketer Podcast
MMM [Uncommon] The Power of Local Business Groups and the Reciprocity Effect – The Dental Marketer Podcast
MMM [Internal Marketing] Ramping Up Patient Referrals With an Annual Community Event! – The Dental Marketer Podcast
MMM [Google Ads] 3 Steps You Should Take with Every Ad Campaign, From Initial Call to Scheduled Patient – The Dental Marketer Podcast
MMM [Websites] 3 "Must Haves" Your Website Needs to Be Seen by Google & New Potential Patients – The Dental Marketer Podcast
MMM [SEO] Most SEO Campaigns Are Missing This One Single Most Important Strategy – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Follow on Your Favorite App! https://lnkfi.re/TDMPod
What happens when you stop letting insurance define your patient experience in one of the world’s toughest markets?
In this episode, Dr. Fatina Shtivelman opens up about what it takes to not only build a pediatric dental practice from scratch in Manhattan, but also completely reinvent its business model. She describes the emotional and mental “second baby” her practice became, alongside the constant juggle of refining systems, surviving a pandemic, and keeping both her team and vision aligned in the heart of New York City. Dr. Shtivelman shares the pivotal decision to leave insurance networks behind, revealing why she shifted toward a boutique, fee-for-service model and how this move (while nerve-wracking) ultimately elevated every aspect of her practice.
You’ll hear honest stories about hiring and leadership, from tracking interview punctuality in a city obsessed with time to watching her office manager grow from assistant to hygienist to leader. Dr. Shtivelman details the exact systems she’s built to safeguard consistency, minimize burnout, and empower every team member. She shows us the marketing, review, and tech strategies that help her attract the right families, boost profitability, and reclaim peace of mind. If you’re a dental practice owner or dreaming of becoming one, her practical insights will help you create a practice that’s both deeply personal and truly exceptional.
What You'll Learn in This Episode:* The mental realities of running a high-stakes pediatric dental practice in Manhattan * Considerations and steps for shifting from in-network to out-of-network models * Strategies for managing patient expectations and navigating tough financial conversations * How to build and align a cohesive, growth-minded dental team * Practical hiring methods for finding staff who fit your vision and values * Concrete systems for accountability, efficiency, and minimizing daily stress * Ground marketing tactics and event best practices to attract ideal patients * How to generate and track quality Google reviews every month * Keys to integrating technology (Open Dental, Modento, Dental Intelligence) for smooth operations * Dr. Shtivelman’s leadership routines for handling pressure and avoiding burnout
Let's listen to Dr. Shtivelman’s hard-won practice-building secrets today!
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Click here for a special offer!
CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! https://sta.mx/vz69
Click here for a special offer!Guest: Dr. Fatina ShtivelmanPractice Name: Gramercy Kids SmilesCheck out Fatina's Media:Practice: https://www.gramercykidssmilesnyc.com/
Instagram: https://www.instagram.com/gramercykidssmiles/
TikTok: https://www.tiktok.com/@thetoothfairynyc
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Subscribe on Your Favorite App! https://lnkfi.re/TDMPod
Are you holding back spending in your dental practice and wondering why you aren't seeing the growth you expect?
In this episode of Fail Forward, Dr. Brandon Prior shares how he overcame this mentality and transformed his practice. After initially hesitating to make investments due to fear of spending, he realized his actual failure was protecting cash instead of maximizing his valuable time and capacity. Learn how investing back into your practice in areas like hygiene and marketing can create leverage, increase production, and propel you into rapid growth. For dental practice owners ready to break out of the grind and embrace strategic spending for growth, don't miss Dr. Prior's game-changing insights!
Listen to Brandon's Other Episodes Here:412: Dr. Brandon Prior | 100 West Dental – The Dental Marketer Podcast
Day 2: Dr. Brandon Prior | The Breakaway Series | Business Masters Edition – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Subscribe on Your Favorite App! https://lnkfi.re/TDMPod
Imagine a world where your workflows align effortlessly, teams communicate seamlessly, and every patient gets a tailored experience, all thanks to AI technology and all-in-one software.
In this special episode, Dr. Rania Saleh returns to celebrate Oryx’s 10-year milestone and candidly shares the origin story behind building a comprehensive dental practice software platform. Drawing from her own pivotal transition, from running a thriving dental practice to founding Oryx after a health crisis exposed the limits of existing systems, Dr. Rania reveals how necessity sparked the creation of automated, clinically-driven workflows. She walks us through the earliest days of envisioning patient-facing reports, risk assessments, and truly evidence-based care, plus the surprising challenges that came with bridging technology and real-world dentistry.
As Oryx evolved far beyond its early plug-in roots, Dr. Rania opens up about tough decisions: ripping out parts of the platform she once prized to keep pace with rapid advances in AI and practice management. She compares the growing pains of a scaling SaaS company with those of an expanding dental team, underscoring the urgent need for culture, leadership, and focused feedback in delivering consistent patient experiences. Whether you’re a solo dentist eyeing growth or a multi-office DSO navigating complexity, this behind-the-scenes conversation offers actionable insights on technology adoption, systematizing clinical excellence, and leading a practice (or platform) your whole team believes in!
What You’ll Learn in This Episode:* The real reason most dental practices struggle with “invisible” workflows (and how to fix it.) * How to design patient communication that builds trust, drives case acceptance, and avoids the hard sell. * Why all-in-one platforms beat piecemeal solutions as your practice grows, plus what to look for as a startup or scaling group. * Lessons in rebuilding software as dentistry and technology rapidly evolve, including embracing AI. * Practical strategies for keeping clinical and front desk teams aligned on evidence-based protocols. * How top practices manage growth pains: leadership hiring, culture building, and systematized onboarding. * The must-have components of a true comprehensive dental exam (patients and providers both notice). * Commonly missed findings that impact patient outcomes and how to communicate them simply. * Tips for making small, impactful workflow improvements that compound over time. * Dr. Rania’s roadmap for scaling technology, alignment, and patient care in fast-growing practices.
Don’t miss this inside look at building a dental practice and a platform that actually works; hit play now to transform your systems and patient care!
Sponsors:Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/
Guest: Dr. Rania SalehBusiness Name: OryxCheck out Rania's Media:Website: https://thedentalmarketer.lpages.co/oryx/
Instagram: https://www.instagram.com/oryxdentalsoftware/
Facebook: https://www.facebook.com/OryxDentalSoftware
Rania's Past Episode: 453: Dr. Rania Saleh | The Visual Edge: How to Improve Treatment Acceptance Rates – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Subscribe on Your Favorite App! https://lnkfi.re/TDMPod
Grit is important, but it's not everything. Discover what else it takes to succeed in the fiercely competitive dental industry!
In this episode, we welcome Allison Norris, CEO of The Dentele Group, who candidly shares her journey of leaving a stable career as a dental hygienist to stumble, fumble, and finally, successfully found a leading non-clinical recruiting agency in dentistry. Through her story of trust betrayed, battling depression, and trials of early innovations, she offers key insights into valuing one's time, protecting intellectual property, and nurturing relationships, all while building resilience and authenticity in character. Dive into this episode to learn how to navigate the downside of ambition and success in the dental profession, and how to emerge stronger and wiser with each setback.
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Subscribe on Your Favorite App! https://lnkfi.re/TDMPod
What does it really take to launch a dental startup while juggling motherhood, a mission-driven vision, and a learn-as-you-go leadership style?
Dr. Pooja Makam opens up about building Lumina Dentistry from the ground up, all while parenting two toddlers and fighting for a patient-first approach in a world of corporate pressure.
In this episode, Dr. Makam takes us behind the scenes of opening her North Carolina practice, from tackling unexpected technology meltdowns to navigating hiring heartbreaks and financial curveballs. She contrasts her corporate dentistry experience with her drive to create genuine, customizable care, revealing how she implemented efficient workflows and a “comfort menu” that attracts modern patients without hard sells. You'll hear real stories of operational fires, evolving boundaries, self-forgiveness, and the power of vetting vendors and advice. If you’re dreaming of practice ownership (or simply want to survive your startup season,) you'll want to hear Dr. Makam’s story!
What You'll Learn in This Episode: The reality of opening a dental startup as a working parent * What differentiates a patient-first, private practice from DSO-driven dentistry * Mistakes made and lessons learned in early-stage hiring and team building * Tactics for smoother workflow, cross-training, and avoiding burnout * How to realistically test your systems before* opening day * Subtle ways to introduce elective services without seeming salesy * Marketing and branding hacks (including how $35 can launch your logo) * Navigating vendor relationships, technology snags, and construction delays * Setting healthy boundaries to protect family time and your own sanity * How to filter advice and avoid sales-driven online “mentorship”
Turn up the volume for a raw, practical guide to launching and growing a dental practice on your own terms.
Sponsors:CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! https://sta.mx/vz69
Click here for a special offer!Guest: Dr. Pooja MakamPractice Name: Lumina DentistryCheck out Pooja's Media:Website: https://dentist-morrisville.com/
Instagram: https://www.instagram.com/luminadentistry/
Facebook: https://www.facebook.com/profile.php?id=61575688889108
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Subscribe on Your Favorite App! https://lnkfi.re/TDMPod
If the fear of facing complex dental implant failures is holding you back, this episode is your key to turning those failures into opportunities!
Dr. Evan Matthysse shares his transformative experience of initial implant failures that led to a turning point for their dental practice. Listen as he reveals how tackling the fear and learning from the best in the field widened their service portfolio, boosted their reputation for handling advanced implant cases, and enhanced overall growth. To all dentists grappling with a fear of failures and complexities: don't miss this chance to learn from Dr. Matthysse's journey and turn your potential setback into your greatest success.
Listen to Evan's Other Episodes Here:285: Dr. Evan Matthysse | Choosing the Perfect Software Stack for Open Dental Users – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Subscribe on Your Favorite App! https://lnkfi.re/TDMPod
What if a warm welcome and a personal touch could be the most powerful tools for growing your dental practice?
In this episode, Dr. Allon reveals how her journey from corporate dentistry to solo practice was powered by a desire for meaningful patient relationships, family support, and a relentless commitment to hospitality. She shares the step-by-step systems her Clear Lake office uses to maximize comfort and efficiency, from five-minute patient intake to comprehensive 90-minute new patient exams and personal follow-up calls after treatment. Dr. Allon also reflects on the behind-the-scenes grit required to launch her practice: navigating unexpected DIY build-out challenges, winning initial patients through strategic signage and ground marketing, and fostering a collaborative, no-ego team culture that attracts both patients and staff. Whether you’re considering the leap into private practice or want inspiration on building trust and visibility, you’ll find practical insight and encouragement in Dr. Allon’s candid story.
What You'll Learn in This Episode:* The transition from corporate dentistry to starting a solo practice * How to design a hospitality-driven patient flow that stands out * Why thorough new patient visits build lasting trust and referrals * Strategies for marketing your practice with visibility (not just ads) * Practical tips for juggling practice ownership with family life * Lessons learned from running your own office build-out on a tight budget * The impact of personal follow-up calls and ground marketing techniques * How to foster a team culture without egos or micromanagement * Overcoming unexpected challenges during a post-pandemic opening * Why investing in patient relationships leads to rapid growth
Join us for a behind-the-scenes look at how real, patient-focused dentistry can transform your practice and your community!
(This episode originally aired on 1/18/2024)
Sponsors:Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Guest: Dr. Liel AllonPractice Name: DentAllon DentistryCheck out Liel's Media:Practice: https://www.dentallondentistry.com/
Instagram: https://www.instagram.com/dentallon_dentistry/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Subscribe on Your Favorite App! https://lnkfi.re/TDMPod
Tangled in the web of low-performing staff? Learn how to cut loose and fire fast for the well-being of your practice.
In this episode of The Fail Forward series, Dr. Gabe Ross honestly shares the lesson he learned the hard way about the necessity of staff turnover for the greater good of his pediatric dental practice. Sifting through his personal experience of reluctantly firing an underperforming dental assistant, Dr. Gabe elucidates why sometimes, removing the problem from your team can be the healthiest decision for your team and your patients. Tune in to give your practice a new lease of strength by learning how to handle tough staffing decisions!
Listen to Gabe's Other Episodes Here:MMM [Ground Marketing] How Dr. Gabe Ross Creates Highly Effective Partnerships with Specialists – The Dental Marketer Podcast
284: Dr. Gabe Ross | Oak Landing Pediatric Dentistry – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Subscribe on Your Favorite App! https://lnkfi.re/TDMPod
Are you trapped in hustle mode and afraid of what happens if you slow down?
In this episode, Dr. Sana Yusuf jumps right into stepping away from the relentless “hustler” mentality that shaped her academic and professional journey, and into a space where fulfillment is measured by flexibility and presence, not just financial milestones. With refreshing honesty, Dr. Yusuf explains why extreme wealth no longer defines her sense of security. Her practice now covers what matters most: family, stability, and the freedom to breathe. She delves into the exhausting impact of constant gratitude and positivity, revealing how coping habits formed by early traumas can lead to minimizing struggle rather than truly processing it. From navigating the mental weight of multiple business obligations to the life-changing decision to sell her second practice, Dr. Yusuf shares what it really takes to let go and prioritize quality of life over unending hustle.
The conversation shifts gears to reveal what works (and what doesn’t) in dental practice marketing today. Dr. Yusuf gives a behind-the-scenes look at everything from unsuccessful yearbook ads to surprisingly effective targeted mailers and the evolution of her social media strategy. She also reflects on the pitfalls of chasing volume over vision, emphasizing her desire for a practice known for its distinct strengths, not price wars. Dr. Yusuf discusses the hard-earned lessons of setting boundaries with staff and patients and what she’d do differently after partnership challenges. Plus, you’ll hear how her journey is guiding her toward a more focused, identity-driven future and the boundary-setting advice she wishes she’d received sooner.
What You’ll Learn in This Episode:* How to recognize when gratitude becomes a survival mechanism, not a solution * The realities of selling a practice and when it’s worth walking away * Which marketing strategies really deliver for dental practices (and which flop) * The importance of niche identity versus chasing growth at any cost * Lessons in staff management, pay negotiations, and setting boundaries with your team * How to avoid common pitfalls in partnerships and contracts * Ways to prevent burnout by structuring work hours and communication more intentionally * Techniques for adapting marketing tactics as industry platforms and demographics evolve * Dr. Yusuf’s practical tips for balancing ambition with wellbeing
Don’t miss this honest, behind-the-scenes episode highlighting the power of boundaries, the truth behind “staying positive,” and the beauty of building a practice that prioritizes depth over constant hustle!
Sponsors:Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/Guest: Dr. Sana YusufPractice Name: Sana Dental StudioCheck out Sana's Media:Website: https://sanadentalstudio.com
Email: admin@sanadentalstudio.com
Instagram:
https://www.instagram.com/sanayusufdmd (personal)
https://www.instagram.com/sanadentalstudio (practice)
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Subscribe on Your Favorite App! https://lnkfi.re/TDMPod
Are you finding that the administrative burden of PPO participation is costing you more than it's earning?
This episode features Lisa Weber, a PPO expert, shedding light on the hidden and often overlooked administrative cost associated with PPO participation. She tells the real story of a dentist facing a tough decision about whether to hire a full-time employee to manage UnitedHealthcare or terminate the network altogether. Tune in to gain valuable insights on how to view an insurance network burden relative to its value, helping you make strategic decisions that could directly impact your profit margin. If you're wrestling with insurance networks, this episode is an eye-opener you can't afford to miss!
Listen to Lisa's Other Episodes Here:75: Lisa Weber | Unlock The PPO, Teams, Numbers, and all about dental insurance – The Dental Marketer Podcast
MMM [Insurance] Here's Why You Should Treat Your PPO Insurance Carriers Like Every Other Marketing Strategy – The Dental Marketer Podcast
The Making of SMILE & CO. - Episode FOUR – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Subscribe on Your Favorite App! https://lnkfi.re/TDMPod
Imagine reclaiming 30+ hours a month for patient care, growth, and your own peace of mind with the help of AI and team empowerment.
In this episode, we sit down with Dr. Jordan Sanders of Knox Mountain Dentistry, who opens up about the transformative journey from launching a startup practice to leading a bustling, seven-operatory dental office that stands out for its patient-centric approach and in-house innovation. Dr. Sanders shares candid insights about the growing pains and rewards of scaling up, from handling a steady influx of new patients to managing a dedicated (and ever-evolving) team. He explains how he’s harnessed his passion for education, teaching 3D printing techniques, and traveling to speak for major dental companies while learning to juggle these responsibilities without compromising on care.
As Dr. Sanders reflects on the highs and lows of ownership, he reveals the real-world strategies that keep his practice running smoothly and his own well-being in check. You’ll hear about the mindset shifts he’s made, including letting go of micromanagement, creating structured paths for staff growth and raises, and leveraging AI to streamline tedious administrative work. Dr. Sanders delivers heartfelt advice about building a practice that aligns with both professional and personal values, encouraging us to prioritize mental health, be intentional about growth, and never lose sight of the human touch in dentistry.
What You'll Learn in This Episode:* Proven strategies for transitioning a dental startup to a thriving, full-capacity practice * Tips for balancing clinical work with educational and speaking opportunities * The benefits (and challenges) of offering in-house lab services to create distinct patient experiences * How to build and empower a supportive, growth-oriented team * Insight into implementing systematic raise programs based on achievements * Ways to use AI and automation to streamline time-consuming admin processes * Why prioritizing emotional health, therapy, and personal boundaries is essential for practice owners * The importance of focusing on patient-centric, human-driven care above financial metrics
Hit play to discover Dr. Sanders’ hard-won lessons and actionable strategies for building a dental practice with heart, purpose, and balance!
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/Guest: Dr. Jordan SandersPractice Name: Knox Mountain DentistryCheck out Jordan's Media:Website: https://knoxmountaindentistry.com/
Instagram: https://www.instagram.com/knoxmountaindentistry/
Instagram: https://www.instagram.com/ascenddentaleducation/
Jordan's Previous Episodes:
375: Dr. Jordan Sanders | Knox Mountain Dentistry – The Dental Marketer Podcast
456: Dr. Jordan Sanders | The Power of Personalization: Captivating Your Ideal Patients with Content – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Subscribe on Your Favorite App! https://lnkfi.re/TDMPod
Is your dental practice unknowingly losing money through shared network relationships?
In this episode of Fail Forward, Lisa from Unlock the PPO launches into one of the most overlooked factors affecting dental practice revenue: the dynamics of shared networks. Discover how unsuspecting practices can find themselves receiving reduced payments without realizing, and learn actionable strategies to protect your practice against this pitfall. From training your front desk to be "the keeper of the gates" to understanding new shared network announcements, Lisa offers key insights and practical tactics that could significantly impact your practice's bottom line. Don't let lack of awareness about shared networks affect your profitability; listen to this episode and stay on top of your practice's financial health!
Listen to Lisa's Other Episodes Here:75: Lisa Weber | Unlock The PPO, Teams, Numbers, and all about dental insurance – The Dental Marketer Podcast
MMM [Insurance] Here's Why You Should Treat Your PPO Insurance Carriers Like Every Other Marketing Strategy – The Dental Marketer Podcast
The Making of SMILE & CO. - Episode FOUR – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Are you prepared for the challenges that come with practice ownership, from hiring the right staff to deciding on tech that will truly make a difference?
In today's episode, Dr. Cindy Rask of Bespoke Dental opens up about the real highs and lows that come with stepping into the driver’s seat of practice ownership. You’ll hear firsthand about the bold decisions she’s considering, such as investing in same-day crown technology despite significant upfront costs, and the tough conversations that reshaped her team during challenging financial moments.
Cindy doesn’t shy away from vulnerability as she recounts the evolution of her practice’s team dynamics, her renewed focus on core values like teamwork and integrity, and the marketing missteps that taught her the power of tracking and strategy. From revamping patient communication and collection processes to celebrating year-one milestones with fresh eyes, Cindy shares practical lessons and honest reflections on what it means to build trust; not just with patients, but with your staff and yourself. This episode is packed with actionable insights for anyone seeking to navigate the complexities of practice ownership and foster a resilient, patient-focused team!
What You'll Learn in This Episode:* How to evaluate and implement same-day crown technology in your practice * The impact of clear core values on team culture and patient care * Strategies for transparent communication around financial challenges * Lessons learned from marketing missteps and critical pivots that improved visibility * Practical tips for staff hiring, training, and fostering teamwork * Why tracking patient sources is vital for effective marketing * Approaches to accurate treatment presentation and improving patient collections * Celebrating milestones and identifying key areas for growth in your first year * Questions to consider when making high-stakes equipment purchases for your practice
Tune in now to discover Dr. Cindy Rask’s essential lessons on overcoming the hurdles of practice ownership and leading with purpose!
Sponsors:CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! https://www.callrail.com/dentalmarketer
Click here for a special offer!Guest: Dr. Cindy RaskPractice Name: Bespoke DentalCheck out Cindy's Media:Website: https://www.bespokedentalga.com/
Instagram: https://www.instagram.com/bespokedentalga
Facebook: https://www.facebook.com/bespokedentalga
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
No dentist dreams of living paycheck to paycheck.
Yet, that was Dr. Alan Stern's reality after making several strategic mistakes that found him stuck in a cycle of debt and stress. In this episode of Fail Forward, Dr. Stern speaks openly about how he turned his life around by choosing financial freedom over the illusion of success, a move that not only rescued him from his emotional and financial low, but revitalized his entire practice. More than a story of recovery, this episode is a testament to the transformative power of facing your financial failures head-on. Tune in to discover how you, too, can escape the imprisoning cycle of financial obligation and reimagine your practice as a consistent, stress-free success!
Listen to Alan's Other Episodes Here:From Provider to Healer: Embracing Empathy in Your Career | Dr. Alan Stern | MME – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
When the pace of dentistry accelerates, how do you ensure excellence and connection don’t get lost in the rush?
In this episode, Michael reunites with Dr. Sundar Jagadeesan of Dentiq to explore how he has navigated big changes within his practice while keeping quality care at the core. Following a wave of associate departures and team restructuring, Dr. Jagadeesan has set his sights on the future: planning for 2026 and adapting his practice to not just survive, but stand out with a renewed focus on comprehensive restorative dentistry and a patient-first mindset.
As rising overheads and post-COVID supply costs squeeze New Zealand practices, Dr. Jagadeesan reveals practical strategies for maintaining profitability without cutting corners: from direct supply management and hiring expert accountants, to integrating tech and AI for streamlined admin. Discover how slowing consultations, fostering a committed team, and leveraging SEO and online reviews have boosted both patient satisfaction and practice growth. Dr. Jagadeesan’s insights on building deep patient relationships, grassroots marketing, and staying strategically reflective offer actionable wisdom for every dentist seeking long-term sustainability and growth.
What You'll Learn in This Episode:* How to turn staff transitions into opportunities for stronger practice alignment * Practical steps for managing rising supply and overhead costs post-pandemic * Ways to use AI tools to streamline administration without sacrificing patient care * The benefits of longer, more thorough consultations for diagnosis and treatment planning * How deepening patient relationships can organically grow your practice * Effective digital marketing strategies for attracting new patients * Why community presence can outperform traditional advertising * The value of regular reflection and future-focused planning for practice sustainability
Tune in now to hear how a fast-growing practice harnesses change, technology, and patient-centered care to achieve lasting success!
Sponsors:Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/Guest: Dr. Sundar JagadeesanPractice Name: DentiqCheck out Sundar's Media:Website: https://www.dentiq.nz/
Sundar's Previous Episode: 460: Dr. Sundar Jagadeesan | Dentiq – The Dental Marketer Podcast
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Ever felt like you're the bottleneck in your busy dental practice?
Listen to how Dr. Meghna Dassani, from Dassani Dentistry, transformed her role from being the go-to problem solver to the architect of her practice. Hear about her realization that she was actually hindering her team's autonomy and shrinking her own life in the process. This episode uncovers the profound nuggets of wisdom found in Dr. Dassani's journey from overwhelmed micromanager to truly invaluable leader. Discover how restructuring your approach can result in heavyweight growth without the stress!
Listen to Meghna's Other Episodes Here:111: DR. MEGHNA DASSANI | SLEEP APNEA & DASSANI DENTISTRY – THE DENTAL MARKETER PODCAST
347: DR. MEGHNA DASSANI | HOW TO IMPLEMENT SLEEP INTO YOUR PRACTICE – THE DENTAL MARKETER PODCAST
"WHAT IS 1 THING YOU WISH YOU KNEW BEFORE YOU OPENED YOUR START-UP/ ACQUISITION?" – THE DENTAL MARKETER PODCAST
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Can trimming overhead expenses open the door to lasting patient relationships and steady, meaningful growth in your practice?
In this interview, Dr. Andy Brito shows us the secrets behind his steady growth at Brito Family Dental: a beloved, family-run practice serving South Boston. From day one, Dr. Brito prioritized low overhead and resource efficiency, opting for conservative treatment plans that build trust and keep patient costs accessible. His approach to dentistry goes beyond filling cavities; it’s about forging relationships, earning loyalty, and upholding the highest standards through constant growth and learning. With over $200,000 invested in continuing education, he has continually raised the bar for clinical skills, bringing advanced procedures like full-arch surgeries and implants to his patients while keeping prices fair.
Dr. Brito doesn’t just rely on clinical excellence to set his practice apart. He shares the marketing strategies (successful and not-so-successful) that helped Brito Family Dental build its reputation, from tapping into his Portuguese heritage to connect with the local Brazilian community, to refining Google Ad targeting for quality patient leads. Bringing lab work in-house has slashed costs and enhanced service quality, reinforcing his commitment to efficiency without sacrificing care. For Dr. Brito, growth isn’t about getting bigger; it’s about staying agile, keeping a close-knit team, and heeding the lessons learned along the way.
What You'll Learn in This Episode:* How managing overhead can strengthen patient relationships and grow your practice * Tips for maximizing the impact of continuing education in dentistry * The real-world impact of introducing an in-house dental lab * Marketing wins and misses: from targeted online ads to cultural community outreach * Why staying small and agile can outperform rapid expansion * Lessons on cost-saving without sacrificing quality * Smart ways to vet marketing investments early on * Key advice for new and established dentists seeking sustainable growth
Hit play now to discover how Dr. Brito’s practice continues to grow sustainably in a highly competitive scene!
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Guest: Dr. Andy BritoPractice Name: Brito Family DentalCheck out Andy's Media:Website: https://britofamilydental.com/
Email: andybrito3@gmail.com
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
In the world of dentistry, rapid progress can sometimes be mistaken for sustainable growth.
In this episode of The Fail Forward series, Joshua Scott, from Studio 8E8, explores the challenges he faced while expanding his team and how his impatience impacted the quality of their work. Joshua shares a valuable lesson about understanding the importance of balanced progress and creating reasonable deadlines. By doing so, he inspires those in the dental industry to prioritize harmony, long-term success, and the well-being of their team over hurried accomplishments. For those seeking to maintain a motivated, dedicated, and competent dental team, this is an invaluable listen!
Listen to Joshua's Other Episodes Here:125: JOSHUA SCOTT | PERSONAL BRANDING FOR YOUR PRACTICE. – THE DENTAL MARKETER PODCAST
MMM [SEO] WHY YOUR COPY, YOUR VIDEOS, YOUR PHOTOS, AND EVEN THE CODE HAVE TO BE UNIQUE FOR GREAT SEO RESULTS! – THE DENTAL MARKETER PODCAST
MMM [CONTENT MARKETING] START TREATING YOUR DENTAL PRACTICE LIKE A MEDIA COMPANY – THE DENTAL MARKETER PODCAST
30: JOSHUA SCOTT | THE BEST PROVEN WAY TO USE SOCIAL MEDIA FOR YOUR DENTAL PRACTICE – THE DENTAL MARKETER PODCAST
MMM [SOCIAL MEDIA] HOW TO USE YOUR PERSONAL INSTAGRAM ACCOUNT TO GROW YOUR DENTAL OFFICE'S INSTAGRAM – THE DENTAL MARKETER PODCAST
MMM [SEO] HAVING TROUBLE KNOWING WHAT TO ASK YOUR SEO PROVIDER FOR? HERE ARE FOUR CLEAR OBJECTIVES! – THE DENTAL MARKETER PODCAST
261: JOSHUA SCOTT | HOW TO GET PATIENTS TO PAY FOR HIGH VALUE SERVICES – THE DENTAL MARKETER PODCAST
MMM [UNCOMMON] HOW HAND WRITTEN THANK YOU LETTERS HELP NURTURE YOUR PRACTICE RELATIONSHIPS – THE DENTAL MARKETER PODCAST
MMM [VIDEO MARKETING] HOW TO SHARE YOUR PROFESSIONAL VIDEOS THROUGH SOCIAL MEDIA FOR THE BEST RESULTS – THE DENTAL MARKETER PODCAST
MMM [WEBSITES] THESE ARE THE 3 MOST CLICKED PAGES ON YOUR WEBSITE, AND THIS IS WHAT THEY NEED TO HAVE. – THE DENTAL MARKETER PODCAST
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Filling your chairs is one thing; filling them with patients who value your expertise and fee-for-service model is another!
This episode peels back the curtain on Dr. Rahul Kallianpur’s first year as the founder of Hudson Dental Co., revealing the realities behind the glossy finish of cosmetic and surgical dentistry in Pleasantville, New York. Discover how Dr. Kallianpur navigates the unique challenges of running a fee-for-service practice, from crafting laser-focused marketing strategies that attract the right patients to adapting to dramatic demographic changes triggered by the pandemic.
In the conversation, Dr. Kallianpur shares the hard-won lessons of assembling a hospitality-driven team and creating systems that ensure every patient encounter feels personal and seamless (starting from the very first phone call.) Explore the balancing act of refining operations through trial and error, the influential role of mentorship during inevitable setbacks, and insights into how AI may shape the future of dental care. With honest stories about staying committed to his vision amidst operational hurdles, this episode delivers practical wisdom and inspiration for dentists reimagining what it means to lead a boutique practice today.
What You'll Learn in This Episode:* Ways to identify and attract ideal patients for a niche dental practice * How local demographic shifts impact practice strategies and marketing effectiveness * The importance of a hospitality-focused team and patient-centric systems * Tips for designing memorable new patient experiences from the first touchpoint * Strategies for evolving marketing from generalist tactics to laser-focused outreach * Why patient retention often matters more than new patient acquisition * The value of mentorship and peer support for new practice owners * Real-world examples of problem-solving through trial and error * The emerging role of AI technology in contemporary dentistry * Insights into the emotional and operational realities of niche practice ownership
Tune in now to hear Dr. Kallianpur’s honest advice on navigating the complex, rewarding journey of boutique dental practice ownership!
Sponsors:Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/Guest: Dr. Rahul KallianpurPractice Name: Hudson Dental Co.Check out Rahul's Media:Website: https://www.hudsondentalco.com/
Practice Instagram: https://www.instagram.com/hudsondentalco/
Dr. Kallianpur's Instagram: https://www.instagram.com/dr.kallianpur/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Is your team harmonious yet unproductive? It's time to redefine team dynamics in your practice!
In this episode, Andre Shirdan from thecrewprocess.com challenges traditional notions about team building in dental practices. After a significant setback, Andre deconstructed the idea of a harmonious team, and instead harnessed individual strengths to aim for a unified goal. Find out how reframing players in your practice as a crew can cultivate growth and productivity, beyond personal bonding.
Tune in to redefine your team strategy and achieve your practice's core mission!
Listen to Andre's Other Episodes Here:85: ANDRE SHIRDAN | HOW CAN UNDERSTANDING THE PHILOSOPHY OF YOUR DENTAL OFFICE BRING YOU TREMENDOUS RESULTS? – THE DENTAL MARKETER PODCAST
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Are missed patient calls causing headaches for your front desk and costing your practice money?
This episode unveils a game-changing solution for practice owners and staff: integrating AI and Voice Assist technology to optimize phone call conversions. Michael sits down with Ryan Johnson from CallRail, who brings over a decade of expertise in call tracking and attribution. Together, they explore how next-gen AI is revolutionizing the traditionally manual (and often chaotic) world of front office operations. Ryan breaks down how CallRail's conversational intelligence leverages keyword detection and data analytics, providing actionable insights to not only track marketing success but proactively qualify patient leads in real time.
The conversation dives into the evolution of call management, spotlighting CallRail's AI agent: a tireless virtual assistant ready to interact with patients via phone, SMS, or chat, even booking appointments around the clock. Ryan walks us through a practical blueprint for onboarding Voice Assist, starting with after-hours coverage and steadily expanding its role, all while guaranteeing HIPAA compliance and data security. If missed calls, overwhelmed staff, or wasted marketing dollars have been pain points in your practice, this episode offers a clear path to higher conversions and a superior patient experience!
What You'll Learn in This Episode:* The biggest challenges dental practices face with phone call management and missed opportunities * How AI-powered Voice Assist can answer calls and book appointments 24/7 * Practical steps to implement conversational AI in your practice at your own pace * Understanding Voice Assist and its capabilities across voice, SMS, and chat channels * How to maintain HIPAA compliance and data security with AI solutions * The proven ROI and operational benefits of integrating advanced call tracking technology * Ways to improve patient experience while reducing the workload on your front desk staff * How to start leveraging AI to capture every potential lead without extra ad spend
Tune in now to discover how Voice Assist can help your dental practice capture more leads and enhance patient care (all with less stress on your team.)
Sponsors:CallRail: Never miss a call again! Voice Assist answers and qualifies every inbound call 24/7, so you capture every new patient. Try the 14 day free trial for our listeners at: https://sta.mx/m2wx
Click the image for a 14 day free trial!Guest: Ryan JohnsonBusiness Name: CallRailCheck out Ryan's Media:Website: https://sta.mx/m2wx
LinkedIn: https://www.linkedin.com/in/ryandjohnson/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Ever feel like you're giving too much in your dental practice, to the point of exhaustion?
In this episode of Fail Forward, Dr. Joshua Austin describes how he used to pour all of his energy into his practice, neglecting an essential aspect of success: self-care. Listen as Dr. Austin shares the transformational insight that has led him to balance giving to his patients with taking care of his personal well-being. Adopt his learned mindfulness practice to revitalize your personal and professional life.
Tune in to this episode and learn how to create a healthier life balance while growing your practice!
Listen to Joshua's Other Episodes Here:87: DR. JOSHUA AUSTIN | WHOSE USING YELP, GOOGLE, AND FACEBOOK FOR REVIEWS? – THE DENTAL MARKETER PODCAST
THE MAKING OF SMILE & CO. EPISODE TWELVE – THE DENTAL MARKETER PODCAST
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
What are the real-world secrets behind building a successful fee-for-service dental practice in New York City?
In this inspiring episode, Dr. Arti Jagirdar reveals the unexpected path from aspiring physician to celebrated Manhattan dentist (one deeply shaped by her roots as the child of immigrants and entrepreneurs.) She opens up about how discovering art in high school transformed the way she approaches dentistry and why her own open heart surgery became a pivotal moment, fueling a new level of empathy for her patients. Dr. Jagirdar shares how these personal milestones helped her cultivate a uniquely patient-centric philosophy, pairing technical expertise with genuine, heartfelt care.
Discover the behind-the-scenes journey of building a thriving fee-for-service practice amidst Manhattan’s competitive landscape. Dr. Jagirdar walks us through the pivotal business decisions she made, from legal preparedness to strategic partnerships, and how she leverages both advanced dental technology and human connection to create an exceptional patient experience. Her candid stories (spanning trademark challenges, crafting strong referral networks, and the ongoing role of continuous education) offer powerful insights into what it takes to create a truly modern, holistic dental practice.
What You’ll Learn in This Episode:* How deeply personal experiences can reshape your entire approach to patient care * The role of art and creativity in building a distinctive dental practice * Essential legal and financial strategies for opening a fee-for-service office * The keys to finding trustworthy consultants, vendors, and IT partners * How holistic, patient-focused care leads to loyal referrals in a crowded market * Ways to navigate and overcome legal challenges, including trademark disputes * Tips for using social media and online reviews to boost your reputation * Why mentorship, community, and ongoing education are cornerstones of success * Insight into advanced dental procedures like sleep apnea treatment * The impact of empathy and thoroughness on business growth and patient trust
Listen now for a masterclass in blending technical excellence with heart, and discover what it truly takes to build patient trust and success in modern dentistry!
(This episode originally aired on 2/29/24)
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Guest: Dr. Arti JagirdarPractice Name: Flatiron DentalCheck out Arti's Media:Website: https://www.flatirondentalnyc.com/
Instagram: https://www.instagram.com/flatirondental/
Flatiron Dental Playlist: https://open.spotify.com/playlist/5qHLpjIikJHlEOVv3Y7dYY?si=5d09cbd507704653
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Running on empty doesn't drive you forward; it brings you to a halt.
In this first episode of the Fail Forward series, Kiera Dent, founder of Dental A Team consulting company, exposes the burnout that almost left her life and career in ruins. Working relentlessly from 2 AM to 11 PM, she ground herself to the point of collapse and was forced to reevaluate her work until she found a healthy, sustainable formula for success. Now, discover how her failure-fueled turnaround can help prevent overload, motivate you to prioritize your mental and physical health, and propel you towards growth as you master the art of "failing forward" in your dental practice.
Don't put off learning these valuable insights that Kiera had to learn the hard way: tune in now for lessons that could shape your career, your practice, and your life!
Listen to Kiera's Other Episodes Here:213: KIERA DENT | THE DENTAL A-TEAM – THE DENTAL MARKETER PODCAST
426: KIERA DENT | THE UNTOLD STORY BEHIND 500K TO 2.4 MILLION IN 9 MONTHS! – THE DENTAL MARKETER PODCAST
KEY LESSONS FROM 2024: BUILDING STABILITY AND GROWTH IN DENTISTRY | MME – THE DENTAL MARKETER PODCAST
MME: STOP HATING YOUR PROBLEMS AND LEARN TO LOVE THEM FOR A PROFITABLE PRACTICE | KIERA DENT – THE DENTAL MARKETER PODCAST
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
What’s the secret ingredient to happier patients, empowered teams, and tech that works for you in pediatric dentistry?
In this episode, Dr. Jackie Wingate lifts the curtain on her transformative journey from rushed, high-volume dentistry to a deeply personal, low-volume approach that puts children and their families at the heart of every visit. Dr. Jackie shares what prompted her to step away from traditional models and meticulously build a practice in Philadelphia’s suburbs around quality time with patients, empowering education, and advanced minimally invasive care.
Listen as Dr. Jackie reveals the pivotal operational choices that have set her practice apart, including embracing technology, thoughtful outsourcing, and assembling a purpose-driven team every step of the way. Hear about her hands-on methods for minimizing sedation, her unfiltered lessons from both DSOs and private practices, and the small details that make lasting impressions (like an illuminated sign’s surprising marketing power.) If you’re a dentist or practice owner seeking to move beyond burnout and truly redefine what dental care can look like for kids and parents alike, this conversation is for you!
What You'll Learn in This Episode:* Why slowing down can transform both patient care and provider satisfaction in dentistry * The vital role of behavior management for positive pediatric dental experiences * How technology like the Solea laser and AI-driven software streamline operations * The benefits and pitfalls of various dental practice models, including DSOs * Smart strategies for building a cohesive, mission-driven team * The power of delegating administrative tasks to regain focus on patient care * Tips for effectively marketing your practice, from word of mouth to visual cues * Practical advice on insurance credentialing and managing parent relationships * The impact of open communication about finances with staff * How to create an environment that prioritizes whole-child health and preventative education
Tune in now for actionable insights on building a pediatric dental practice that’s both fulfilling and truly impactful for you and your patients.
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Guest: Dr. Jackie WingatePractice Name: Groovy Pediatric DentistryCheck out Jackie's Media:Website: https://groovyteeth.com/
Email: drjackie@groovyteeth.com
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Can a year’s worth of hard-won ground marketing lessons help you escape inconsistent patient numbers for good?
This episode challenges everything you think you know about ground marketing. Michael unpacks why true, sustainable growth isn’t about charming scripts or one-off tactics, it’s about building an external operating system for your practice. Discover how moving from random “hit or miss” outreach to a structured model transforms conversations into appointments, and appointments into loyal patients. Drawing on a year’s worth of lessons, you’ll learn how systems, psychology, and the right ecosystems can form the backbone of a repeatable, team-driven patient acquisition process.
We go beyond the basics, revealing the psychology that makes potential patients feel genuinely safe and understood, no matter their background or setting, from bustling cities to close-knit small towns. Learn how to turn “no” into valuable data, adapt your strategies to fit your unique local environment, and integrate authentically with community hubs like gyms, schools, or senior centers. Plus, we break down actionable ways to empower your team, assign clear marketing roles, and track your progress so you can become the practice everyone in your area trusts. If you’re ready to replace random acts of marketing with a reliable system that builds real authority, this episode is for you!
What You'll Learn in This Episode:* Why ground marketing is a system, not a handful of sales tactics. * How to implement a flywheel approach for consistent patient flow. * The psychological foundations of trust and rejection in marketing outreach. * Steps to transition from random outreach to repeatable, data-driven processes. * How to leverage schools, gyms, and local hubs to grow your practice. * Assigning team roles to create accountability and measurable results. * Ways to adapt your ground marketing to urban vs. rural environments. * Tracking, reviewing, and improving each stage for predictable growth. * Turning every patient interaction into a community-building opportunity.
Start your journey to sustainable new patient growth with the best lessons we've learned in a year of ground marketing!
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Launching your own dental practice in a competitive market takes more than just clinical skill: it demands vision, grit, and a willingness to challenge convention.
In this episode, Dr. Conor Perrin shares his candid journey from being a young dentist without connections, facing skepticism in the industry, to establishing his own thriving dental practice in Irvine, California. The path wasn’t easy: after plans to acquire an existing clinic fell through, Dr. Perrin made the bold decision to build his practice from the ground up, navigating over a year of buildout, significant investments, and the constant pressure of starting something entirely new.
Dr. Perrin delves into the strategies and principles that anchor his approach: putting patient relationships first, practicing conservative dentistry, and designing systems that uphold the highest standards of care. He opens up about the personal and financial challenges of entrepreneurship, balancing business demands with personal well-being. You’ll hear how he steered his practice through marketing experiments, learned from failures, and ultimately found success with targeted mailers and eye-catching branding. If you’re curious about building sustainable growth, hiring the right team, and creating a patient experience that stands out, Dr. Perrin’s story offers insights you won't want to miss!
What You'll Learn in This Episode:* The major obstacles faced when acquiring or launching a new dental practice * How Dr. Perrin’s values shaped his patient-centered business model * Strategies for effective practice marketing (from digital ads to direct mail) * Key lessons from hiring and team-building to foster a positive office culture * The importance of conservative dentistry and open communication with patients * Insights on balancing financial realities, stress management, and personal life * Tips for maintaining high standards through organized systems and mentorship * How to pivot marketing tactics based on what truly attracts quality patients * Why branding and design matter in attracting and retaining your clientele * Steps to move from general to cosmetic dentistry while maintaining practice stability
Tune in now for a real-world roadmap to building a dental practice that reflects your vision, challenges, victories, and all!
(This episode originally aired on September 28th, 2023)
Guest: Conor PerrinPractice Name: The Tooth Co.Check out Conor's Media:Website: https://thetoothco.com/
Instagram: https://www.instagram.com/the.tooth.co/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Are you ready for seismic shifts in your 2026 new patient acquisition?
In this episode, Michael breaks down the three crucial levers of ground marketing that will shape successful practices in 2026. These strategies go far beyond generic tips. Learn how to tap directly into the places where trust and engagement already exist, and transform the way your practice connects with communities.
Discover how to find and leverage the right ecosystems (trust, identity, and access) to fast-track your outreach efforts. Michael challenges the old-school approaches, urging us to lead with generosity by providing valuable, non-marketing offers that genuinely contribute to local organizations. But he doesn't stop there: Learn why capturing contacts instead of just conversations is the real game-changer. With actionable tactics for follow-ups and efficient appointment scheduling, you’ll see how these fundamentals create lasting, measurable patient growth.
What You'll Learn in This Episode:* How to identify trust, identity, and access ecosystems in your city * The power of non-marketing offers that add value to communities * Why traditional brochures and sponsorships miss the mark in 2026 * The critical process of capturing contact information for long-term results * Timing strategies for follow-ups and appointment conversion * Tips for building authentic connections without feeling salesy * The mistakes most businesses make in ground marketing (and how to fix them)
Ready to discover the exact strategies for turning community connections into real patient growth in 2026? Hit play now!
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
When big dental chains focus on numbers and efficiency, what happens when patients crave genuine connection instead?
In this episode, Dr. Whitney and Steve Sebree share their journey building a private dental practice in Surprise, Arizona, known for its warm, personalized approach. They discuss the importance of community connection, how they foster long-term patient relationships, and why putting Dr. Whitney’s face front and center in their marketing helps attract retirees seeking attentive, nonjudgmental care (often in contrast to experiences at larger DSOs.)
Dr. Whitney and Steve dive deep into the realities of running a small private practice in a DSO-saturated area, revealing how quality care and trust win over patients despite competitive pricing challenges. They openly discuss the impact of team changes on their systems, the lessons learned from these challenges, and how adapting with better processes and hiring has made their practice stronger. The conversation wraps up with actionable wisdom on compassionate communication, the crucial role of mentorship, and why giving yourself grace is essential when building a practice (and a life) together.
What You'll Learn in This Episode:* How to create a community-focused, patient-first dental practice * Smart marketing tactics that resonate with retirees and new patients * Advantages and challenges of practicing among Dental Service Organizations * The power of free second opinions to establish credibility and trust * Why longer consultations can transform patient relationships * Lessons learned from staff turnover and operational hiccups * How process-driven hiring improves practice management * Simple strategies to boost new patient conversion over the phone * Balancing business partnership and marriage in a high-touch practice * Advice for new dentists on embracing mistakes and enjoying the journey
Hit play to uncover practical, heartfelt strategies for building a dental practice focused on people, not just numbers.
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Guest: Dr. Whitney and Steve SebreePractice Name: Breez DentalCheck out Whitney and Steve's Media:Website: https://breezdental.com/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
What if your next raffle didn’t just collect names, but actually filled your practice schedule?
This episode debunks the myth that any raffle will attract new patients, revealing why most fall flat and what truly works to grow your patient base. Dive into the four common pitfalls that sabotage traditional raffle efforts, from off-the-mark prizes to a lack of follow-up, and discover why simply collecting names isn’t enough to fill your chairs.
Instead, learn about the GOLD framework: Give, Observe, Leverage, and Deliver: a proven system designed to turn community engagement into real appointments. You’ll hear practical strategies and actionable examples on designing raffles with enticing, relevant prizes, crafting entry forms that spotlight true prospective patients, and nurturing leads with smart follow-up messaging. Whether you’re a dentist or practice manager, you’ll leave armed with fresh ideas and a clear plan to host raffles that actually generate new patients.
What You'll Learn in This Episode:* The top four reasons most dental raffles fail to deliver new patients * Why prize relevance is critical to attracting potential patients * How to design entry requirements that highlight genuine buyer intent * The psychology behind reciprocity and how to trigger it in raffles * The importance of outlining an effective follow-up plan for participants * How the GOLD framework (Give, Observe, Leverage, Deliver) ensures raffle success * Creative examples of experience-driven and partner-powered prizes * Steps to position your practice as the “hero” in your community * How to craft follow-up messages that convert participation into booked appointments
Press play to unlock the blueprint to patient-generating raffles!
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
The difference between good care and unforgettable care often comes down to one thing: personal touch.
In this episode, Michael brings on Dr. Kris Bano to unpack the revolutionary strategies behind his standout fee-for-service practice in southwest Michigan. Dr. Bano reveals how his team works in harmony, crafting a seamless, “high-touch” patient experience that starts with the initial phone call and extends well beyond the treatment room.
Dr. Bano’s journey is deeply personal, rooted in his passion for art and transforming smiles through cosmetic dentistry. Here, he shares the bold decision to eliminate all insurance contracts, putting personalized care above volume, and dives into the systems his practice uses to set itself apart: from detailed communication workflows and an innovative “triangle” approach to patient care, to smart tech adoption for marketing and call tracking. Hear Dr. Bano’s candid reflections on building a team based on empathy and continuous learning through coaching and how he balances being a leader, entrepreneur, and family man. He proves it’s possible to design a practice that is financially robust, patient-focused, and personally fulfilling.
What You'll Learn in This Episode:* How a team of dentists with varied specialties collaborates for comprehensive care * Why dropping insurance contracts can elevate patient relationships and practice vision * The secret behind Dr. Bano’s “triangle” approach to personalized patient care * Best practices for high-touch communication and efficient patient intake * The key personality traits to look for when hiring exceptional team members * How data-driven tools like CallRail enhance marketing and monitor patient calls * Insights into choosing the right coaching or marketing agency for your practice * Strategies for maintaining work-life balance as a dental practice owner * The role of consistent vision and trust in building patient loyalty * Actionable steps to becoming a high-performing, fee-for-service dental practice
Tune in now to discover how you can create a patient-focused dental practice (and a more balanced life) straight from Dr. Bano’s playbook!
Sponsors:CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! https://www.callrail.com/dentalmarketer
Click here for a special offer!Guest: Dr. Kris BanoPractice Name: Centreville Family DentistryCheck out Kris's Media:Website: https://www.smilecentreville.com/
Instagram: https://www.instagram.com/kbdentistry/
YouTube: https://www.youtube.com/@ClinicalClimb
TikTok: https://www.tiktok.com/@drkrisbano
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Imagine if every patient story could become your most persuasive marketing tool, without a single sales pitch.
Too many dental practices rely on generic promises of care, but in today’s world, heartfelt testimonials and genuine success stories make all the difference. In this episode, we unpack exactly how practices can move beyond merely collecting reviews to strategically leveraging patient stories that spark trust and attract more of the right patients. Through practical examples and scripts, you’ll discover how to turn ordinary interactions into story-worthy moments and make your practice the obvious choice in a crowded market.
We’ll walk through five proven systems designed to make testimonials your marketing secret weapon. From capturing reviews at “micromoments” of relief to showcasing emotional transformations on your Witness Wall, these approaches show how every step of the patient journey can provide unique, relatable proof of your care. Plus, you’ll learn how to tag and repurpose reviews for maximum impact, create new leads with experiential outreach, and measure what actually moves the needle. Whether you’re looking to boost word-of-mouth or refresh your entire referral engine, this episode reveals exactly how authentic patient voices can drive your practice’s growth.
What You'll Learn in This Episode:* The five essential systems for capturing and capitalizing on impactful patient testimonials. * Why timing and emotion are critical for gathering the most persuasive reviews. * Conversational scripts staff can use to naturally request reviews at peak moments. * Creative ways to generate story-worthy experiences outside the dental chair (and why it matters.) * How to build and leverage a review bank that supercharges your marketing materials. * Techniques for displaying reviews to highlight emotional transformations and attract ideal patients. * The most important metrics for understanding your review strategy’s true impact. * Strategies to convert one-time testimonials into a sustainable stream of new patients.
Listen now to discover how real patient stories can become your dental practice’s most powerful source of growth and trust.
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Is your dental schedule leaving you exhausted while STILL not delivering the quality care your patients deserve?
In this episode, Ashley Whinery, an experienced practice manager, challenges the high-volume, double-booking mentality so many practices fall into, revealing how a mindful approach to scheduling can elevate both patient satisfaction and practice sustainability.
Ashley dives deep into why prioritizing meaningful patient interactions over relentless quantity leads to lasting trust, more referrals, and a healthier workplace. You’ll hear her proven strategies for structuring your day: heavy procedures in the morning, easier appointments after lunch, and learn why flexibility for true emergencies is non-negotiable. Ashley also shares the delicate art of pre-screening for ideal patients, setting upfront expectations, and leveraging technology like Dentrix Ascend as a supportive tool for communication and efficiency, making sure tech serves your human connections instead of replacing them.
What You'll Learn in This Episode:* Why overbooking leads to burnout and costly mistakes * How to structure your schedule for maximum efficiency and lower stress * The importance of balancing appointment types for sustainable production * Proven methods for building trust that increases patient referrals * How to use technology to support, not overshadow, patient relationships * Strategies for pre-screening patients who are the best fit for your practice * Tips for setting clear boundaries around fees and payment models * Ways to keep your team communication consistent and on-track * How to maintain flexibility for emergencies without derailing your day
Hit play now to discover how a patient-focused schedule can transform your practice and your peace of mind!
Sponsors:Dentrix Ascend: Smarter System, Smarter Practice: Dentrix Ascend Cloud-Based Dental Software Break free from software hassles and come with us to the cloud. Spend less time managing your practice and more time caring for your patients. Request a free 30 minute or less demo at: http://dentrixascend.com/promo/explore
Guest: Ashley WhineryPractice Name: Lux White Dental GroupCheck out Ashley's Media:Website: https://www.luxwhitedental.com/
Facebook: https://www.facebook.com/ashley.schaufel
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
In a city packed with dental options, are you remembered or just another name?
The difference comes down to ground marketing that creates genuine connections, not just quick deals. In this episode, we explore how dental practices can break free from the endless cycle of discounts and competition by building relationships rooted in trust, affection, and visibility in the community.
Michael reveals a strategic approach to ground marketing that shifts from transactional tactics to authentic engagement. Instead of simply distributing coupons, you’ll learn to cultivate "psychological gravity" (making your practice a place where people feel both seen and appreciated.) Discover practical methods like thoughtful gifting to local businesses, collaborative content creation, and personalized outreach that make your dental practice irreplaceable. With step-by-step examples, from coffee shop partnerships to school involvement, this episode outlines four indispensable skills: 1. psychological gravity, 2. position power, 3. participation loops, and 4. proof cycles, empowering you to foster real loyalty and stand out as your community’s trusted dental home.
What You'll Learn in This Episode:* How to turn ground marketing into a systematic reputation-builder, not just a to-do list * The meaning of "psychological gravity" and how to create it in your neighborhood * Ways to use thoughtful gifts and gestures to engage local businesses and build trust * How to use storytelling to position your dental practice as irreplaceable * Simple participation loops that ensure ongoing community engagement * Setting up proof cycles to showcase your reliability and gratitude * Real-world examples including partnerships with coffee shops, gyms, and schools * Moving from transactional to authentic, community-embedded marketing strategies
Press play to discover how you can reimagine ground marketing and turn your dental practice into the community’s local favorite!
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Securing the perfect location for your dental practice isn’t just about finding space... It’s a strategic decision that can make or break your business.
In this episode, Michael sits down with Max Burrows from Practice Real Estate Group to unravel the unique challenges dental tenants face on their path to establishing successful practices. Max, whose firm exclusively represents healthcare clients, arms listeners with clear guidance on navigating the sometimes overwhelming process of site selection, contrasting the approaches taken by first-time startup owners and multi-site groups. He reveals actionable insights that empower new practice owners to adopt the data-driven mindset typically reserved for seasoned groups, stressing that investing in an A+ location is non-negotiable, even if it means paying a little more in rent.
Max and Michael also dig into the make-or-break details of co-tenancy and why your neighbors matter as much as your square footage. Learn why being adjacent to a grocery store could turn your practice into a local destination or how picking the wrong neighbor can create endless headaches. As the episode wraps, Max shares why engaging a tenant representation broker early is the secret weapon that costs clients nothing, yet can save them from costly pitfalls. He finishes with his hard-won advice on resilience, innovation, and managing the financial curveballs that come your way, making this episode a must-listen for anyone serious about launching their practice.
What You’ll Learn in This Episode:* The essential differences between site selection for startups versus established practice groups * How to think like a multi-location group when opening your first practice * Why prime real estate locations are worth the investment for long-term growth * The impact of co-tenancy and what to look for in neighboring businesses * Strategic tips to avoid common real estate pitfalls that plague dental startups * The value of hiring a tenant representation broker (at no extra cost to you) * Crucial lease terms that protect you from competitors and costly mistakes * Max’s proven strategies for managing working capital and unexpected expenses * The importance of consistent effort and creative problem-solving in business * How to access Practice Real Estate Group’s exclusive tools, like their startup cost calculator
Ready to uncover the real estate strategies that set successful dental practices apart? Hit play and take your first step toward a smarter, more profitable practice location!
Sponsors:Practice Real Estate Group: healthcare real estate experts with over a century of experience in medical real estate across hundreds of transactions. Visit their site and mention "The Dental Marketer" for a FREE demographic and competition study for your new location! https://practicerealestategroup.com/
Guest: Max BurrowsBusiness Name: Practice Real Estate GroupCheck out Max's Media:Website: https://practicerealestategroup.com/
Max's LinkedIn: https://www.linkedin.com/in/max-burrows-b086351a2/
Practice Real Estate Group's LinkedIn: https://www.linkedin.com/company/thepracticecompanies/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Are you missing out on the 70% of new movers ready to switch dentists?
Moving to a new city is both exciting and overwhelming for families, and the decisions they make about healthcare providers often hinge on who they know and trust. In this episode, Michael shares the game-changing strategy of collaborating with real estate agents to secure dental patient referrals. He breaks down why realtors hold unique influence: nearly 70% of movers switch healthcare providers within six months of relocating. Instead of relying on impersonal postcards or blanket marketing, Michael explains how realtors’ endorsements create an authentic sense of belonging and trust (essentials for converting newcomers into long-term patients.)
You’ll hear about three actionable partnership approaches: the heartfelt Welcome Gift Model, the visibility-focused Preferred Partner Model, and community-building Agent Appreciation Event Model. Michael details a step-by-step roadmap for launching these collaborations, from identifying the right realtors to employing value-driven scripts and maintaining strong, ongoing connections. Plus, you’ll learn the crucial missteps to avoid and how hospitality, rather than hard-sell tactics, is the true secret to building both lasting relationships and a thriving dental practice.
What You’ll Learn in This Episode:* Why realtors are essential connectors for acquiring new patients * The critical mistakes most dental practices make with local partnerships * How to implement the Welcome Gift, Preferred Partner, and Agent Appreciation Event models * A five-step framework for executing successful realtor partnerships * Scripts and templates to start value-added conversations with realtors * The follow-up formula to keep relationships warm and productive * Why tracking results and ongoing engagement matter more than one-time efforts * How to align your outreach with what motivates real estate agents * Key ways to replace generic marketing with genuine hospitality * How this referral system can transform your patient base and practice growth
Don’t miss this episode if you’re ready to build real, lasting relationships that grow your dental practice!
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: https://www.net32.com/dentalmarketer
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Imagine carving out a dental practice that puts principles and patient well-being above insurance red tape.
That’s exactly what Dr. Kristen Self set out to do in New Braunfels, Texas, building her pediatric dental clinic from the ground up (outside the confines of traditional insurance models.) In this episode, Dr. Self opens up about the emotional rollercoaster and practical challenges of staying independent, describing how she crafted a thriving, holistic, and minimally invasive practice tailored to families who value prevention, transparency, and genuine care.
Discover the pivotal decisions that shaped the fate of her business, from navigating a licensing hurdle that forced a rebrand to leveraging local storytelling for powerful, trust-building marketing. Dr. Self gets candid about the financial uncertainty and the payoff that comes with running a values-driven clinic, all while developing strong team foundations and a unique patient experience. You will walk away with actionable insights on authentic leadership, transparent communication, and creative marketing that connects deeply with your community!
What You’ll Learn in This Episode:* How to establish a successful out-of-network, holistic dental practice * The pros and cons of rejecting traditional insurance-based care models * Ways to use local storytelling and authentic content for impactful marketing * Building and maintaining transparent communication with both patients and staff * Strategies for facing business setbacks and staying aligned with your ethics * Systems that support a calm, reliable, and values-based dental environment * The importance of community connection for patient engagement and loyalty * Tools and ideas for effective local advertising and branding * How adaptability and authenticity drive growth in independent practices * Leadership lessons for nurturing a resilient, dedicated team culture
Tune in to uncover how authentic vision and creative strategy could be your next step to success!
Sponsors:Practice Real Estate Group: healthcare real estate experts with over a century of experience in medical real estate across hundreds of transactions. Visit their site and mention "The Dental Marketer" for a FREE demographic and competition study for your new location! practicerealestategroup.com
Guest: Dr. Kristen SelfPractice Name: River Smiles DentalCheck out Kristen's Media:Website: riversmilesnb.com
Email: kristenkself@gmail.com
Kristen's Free Downloads: stan.store/DrSelf
Practice Instagram: instagram.com/riversmilesnb
Practice TikTok: tiktok.com/@riversmilesnb
Kristen's Instagram: instagram.com/kristenkself
Kristen's TikTok: tiktok.com/@kristenkself
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
What if becoming your town’s trusted dentist had less to do with technical skill and more with being the first name on everyone’s lips when dental questions arise?
This episode uncovers the real secret behind becoming the community’s go-to practice: building unmistakable authority where it matters most. Drawing from real-life examples and actionable strategies, we'll zero in on how public recognition, social mentions, and word-of-mouth from local leaders shape your reputation, often before patients even step foot in your office.
From nailing down your unique message to showing up on the right stages, online and in-person, we break down the four essential pillars of authority: clarity, visibility, education, and consistency. You’ll learn how to teach rather than promote, leverage collaborative partnerships, and roll out educational initiatives that make you a household name. Discover five quick-start authority plays you can implement today and follow a step-by-step 90-day action plan designed to transform your practice into a trusted resource for your entire community. Bottom line? Trust, built through education and presence, determines who gets the call when dental needs arise (not just the flashiest ad or fanciest equipment.)
What You'll Learn in This Episode:* The four pillars dentists must establish to command community authority * How to clarify your niche and message so patients know what you stand for * Best practices for getting visible in local events, digital channels, and collaborating with area influencers * Why teaching, not just promoting, builds trust and cements your reputation * Five fast-track strategies to increase word-of-mouth and public recognition * An actionable 90-day plan to boost your standing and become top-of-mind * Tips for developing partnerships with other trusted local experts * Ways to create signature offerings, like community classes or myth-busting series, that position you as a thought leader
Press play and discover how to make your dental practice the community’s first choice (without relying on endless promotions or noisy ads.)
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
What if you could reach your biggest practice goals in half the time you planned, without sacrificing your well-being along the way?
In this episode, Dr. Justin Baik reveals how he rapidly transformed his vision of dental practice ownership into reality, smashing his five-year plan in just two and a half years. Driven by the weight of student debt, Dr. Baik didn't wait for the "perfect moment." Instead, he seized unique opportunities presented during the COVID-19 pandemic, optimizing financial strategies and decisively launching his practice in a prime retail location outside Chicago.
Dr. Baik shares the blueprints behind his accelerated success, from leveraging low-interest rates and student loan refinancing to painstaking demographic research and data-driven site selection. He opens up about the practical sacrifices, the value of focusing on growing income (not just saving) and why prioritizing staff satisfaction and operational efficiency are non-negotiable for long-term success. Through honest reflection, Dr. Baik demonstrates how calculated risks, meticulous planning, and adaptable leadership can not only jumpstart your professional journey but also create space for a healthier work-life balance down the line.
What You'll Learn in This Episode:* Smart strategies for paying off student loans in record time * How to leverage economic cycles and low-interest rates for financial growth * The step-by-step process of using data and demographics to select a winning practice location * Why increasing income outperforms simply cutting expenses for rapid debt payoff * Tactics to boost staff happiness and retain top talent * The importance of relentless operational improvement * Navigating the mental challenges and sacrifices of early practice ownership * Creating robust systems that eventually give you more personal freedom * The mindset shifts needed for sustainable, accelerated growth * Practical resources Dr. Baik used to get ahead
Hit play to discover Dr. Baik’s proven path to achieving dental practice success, faster and smarter!
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: net32.com/dentalmarketer
Guest: Dr. Justin BaikPractice Name: Fox Pediatric DentistryCheck out Justin's Media:Website: foxpediatricdentistry.com
Email: justinbaik88@gmail.com
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Are your ground marketing events driving real results or just foot traffic with no follow-through?
Let's learn the secret to transforming your dental practice’s ground marketing efforts by focusing on the numbers that truly matter. In this episode, we unravel the common traps that derail dental teams, like mistaking positive interactions for meaningful impact or tracking a flood of metrics that don’t actually move the needle. Instead, we break down the five essential numbers every team should measure: contacts captured, same-day appointments booked, 24-hour conversions, show rate, and 30-day revenue. You’ll learn why your marketing events should function as mini-labs, designed to capture data, test new tactics, and fine-tune your approach for maximum patient growth.
We’ll guide you step-by-step through capturing leads more effectively, creating urgency for same-day bookings, and turning opportunities into real appointments within 24 hours. Discover practical language tweaks and reminder systems that boost your show rate and ensure new patients walk through your door. Plus, find out how to track 30-day revenue so you know which efforts yield actual ROI—and when it’s time to double down or walk away from a partnership. You’ll leave with a proven framework for assessing, adjusting, and amplifying your ground marketing strategies (all rooted in actionable data and smart experimentation.)
What You’ll Learn in This Episode:* Why focusing on five core metrics outperforms tracking vanity data * The step-by-step system for capturing quality leads at every event * How to create urgency and book more same-day appointments * Techniques for converting leads within 24 hours for higher success * Scripts and strategies to improve your show rate dramatically * How to tie each event to measurable, 30-day revenue outcomes * Diagnosing weak spots (what your data tells you about your marketing gaps) * The formula for running controlled, effective marketing experiments * How to run productive team meetings for ongoing ground marketing success * Clear benchmarks for deciding when to invest in or drop partnerships
Tune in now to turn your ground marketing events into real, revenue-generating engines for your practice!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Ever felt that awkward moment when it’s time to talk dollars and cents with a patient, only to watch their interest in treatment vanish on the way to the front desk?
In this episode, we’re tackling one of the biggest bottlenecks in dental practice efficiency, "the dreaded financial discussion," and why it’s time to get your entire clinical team fluent in handling money conversations.
Michael is joined by dental efficiency expert Susan Leckowicz to unpack strategies that empower dental assistants and hygienists to confidently handle treatment costs and scheduling right in the operatory. Susan shares why cross-training staff and implementing standardized financial agreement forms can dramatically cut down on patients changing their minds post-consult, while also making life easier for your team. Hear how direct, early, and clear financial conversations (supported by scripts, flexible payment options, and simple forms) remove uncertainty for patients, build trust, and foster more accepted treatment plans. If you’ve struggled with lost revenue or team discomfort when discussing finances, this episode is packed with practical, step-by-step solutions!
What You'll Learn in This Episode:* Why relying solely on a treatment coordinator can hinder case acceptance * Step-by-step tips for cross-training dental assistants and hygienists to discuss finances * How to create and leverage a standardized, auto-populated financial agreement form * Effective scripts your team can use for confident financial conversations with patients * How to seamlessly present payment options like CareCredit and upfront discounts * Strategies for building trust and increasing patient commitment to treatment plans * Ways to reduce patient drop-off between operatory and front desk * Training methods to help your team feel comfortable discussing money * The positive impact of streamlined processes on patient experience and productivity
Hit play now to discover actionable ways to simplify money talks and boost confidence in your treatment plans for your team and your patients!
Sponsors:CallRail: Never miss a call again! Voice Assist answers and qualifies every inbound call 24/7, so you capture every new patient. Try the 14 day free trial for our listeners at: sta.mx/m2wx
Click the image for a 14 day free trial!Guest: Susan LeckowiczBusiness Name: Dental CoachesCheck out Susan's Media:Website: dentalcoaches.com
Email: susan@dentalcoaches.com
Book a Call with Susan! calendly.com/susan-dentalcoaches/podcast-fa-form
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Is there a one-size-fits-all way to build genuine relationships in both bustling cities and close-knit small towns?
This episode reveals how authentic, face-to-face interactions can weave your practice into the fabric of both urban and rural communities.
Instead of relying on impersonal ads or digital campaigns, we explore how presence, repetition, and genuine connection in everyday spaces build trust that no billboard can match. In urban environments, you’ll learn how to naturally fit into the rhythm of busy lives—showing up at the gym, the coffee shop, and even apartment complexes, always with a friendly smile and zero sales pressure. For rural areas, it’s about heartfelt gestures and authentic participation in community events—think local school gatherings, farmers’ markets, and neighborly thank-yous. Throughout, we’ll highlight practical ways to be recognized not as a promoter, but as a vital part of the community, while measuring your impact with metrics that actually matter.
What You'll Learn in This Episode:* How ground marketing transforms practices into familiar, trusted faces * Differences between urban and rural ground marketing (and why they matter) * Real-life tactics for showing up in busy city spaces without being intrusive * Ways to connect meaningfully at rural events and schools * The importance of reciprocity and creating genuine value for your community * How to use thoughtful gestures, from appreciation bags to local spotlights * Designing engaging community walls and offers using QR codes * Steps to begin your ground marketing journey, one location at a time
Ready to become a part of your community, not just another practice? Press play to learn the best way to promote your practice in urban and rural settings!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Why do some dental practices have teams that go the extra mile while others struggle with high turnover and mediocre results?
In this episode, Dino Watt unveils the secrets behind building a vibrant practice culture that doesn’t just improve patient experience—it transforms every facet of your business. Drawing from an extraordinary journey that started in Hollywood and led to dental practice consulting, Dino shares unique strategies grounded in business principles, storytelling, and real-world experience, illustrating how practice owners can foster tighter-knit teams and higher-performing offices.
From crafting vision statements to living out core values, Dino explains why successful cultures don’t happen by accident (and how dentists can intentionally shape theirs for long-term success.) You’ll discover actionable tips on hiring the right people (and letting go of the wrong ones), providing feedback that strengthens rather than divides, and creating a magnetic workplace where every team member feels essential. Whether you’re grappling with tough conversations, looking to boost morale, or striving to attract and retain top talent, Dino’s practical wisdom will equip you to cultivate a dental practice where patients and staff alike genuinely want to stay.
What You'll Learn in This Episode:* The essential elements of a practice vision and how it attracts the right team members. * Why core values are non-negotiable for building high standards and unity. * How to approach tough conversations and give constructive feedback that motivates change. * Ways to foster a culture where every employee feels needed, valued, and engaged. * The importance of being inquisitive rather than accusatory in team dynamics. * How to improve hiring practices for lasting team success. * Strategies to quickly address problematic behavior before it impacts culture. * Steps to create a magnetic work environment that both retains and attracts talent.
Press play to discover Dino Watt’s proven strategies for turning your dental practice into a place where both patients and team members truly want to be.
Sponsors:CallRail: Never miss a call again! Voice Assist answers and qualifies every inbound call 24/7, so you capture every new patient. Try the 14 day free trial for our listeners at: sta.mx/m2wx
Click the image for a 14 day free trial!Guest: Dino WattBusiness Name: Dino Watt ConsultingCheck out Dino's Media:Consulting Website: dinowattconsulting.com
Speaking Website: dinowatt.com
Dino's Books:
The Practice Rx: Second Edition
The Magnetic Culture Equation
Instagram: instagram.com/dinowatt
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Picture this: Your practice and the shop next door becoming your neighborhood’s favorite duo!
Too many local practices chase new patients when they could be building networks that bring them in by the dozen. This episode pulls back the curtain on a smarter strategy: focusing on partnerships that make other businesses shine, so your reputation (and client list) grows naturally. You’ll learn how ground marketing isn’t just about being visible—it’s about creating value for others first, and letting reciprocity and trust do the work for you.
Michael breaks down exactly how to select and approach the right local vendors, using three simple filters that cut through the noise. You’ll walk away knowing how to identify partnership opportunities with coffee shops, gyms, salons, and more, and why starting small can actually get you bigger wins faster. With tangible examples, we’ll show how to create irresistible win-win offers and how spotlight strategies can boost your partners’ reputation while opening doors for your own success. By the end, you’ll have a ready-to-use pitch framework and the motivation to launch your first partnership today!
What You'll Learn in This Episode:* The critical mindset shift from seeking patients to championing your partners * How the psychology of reciprocity, social proof, and identity fuel lasting partnerships * Three must-have filters for selecting ideal vendor partners * Why smaller, local businesses are your best first targets * Creative ideas for perks and recognition that delight vendors and their customers * Strategies for crafting a partnership pitch that lands every time * How to track, optimize, and scale your local partnership results * Action steps to move from planning to real-world progress
Start building the kind of partnerships that make local businesses (and your reputation) unforgettable by tuning in now!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Wondering if now’s the right time to modernize your dental workflows? Here’s how to decide AND rally your staff behind tech upgrades for the office.
Step inside a family-owned prosthodontic office in Lake Geneva, Wisconsin, where Ashley Whinery, the dedicated practice manager, shares her journey of navigating demanding clinical work, an experienced (and older) staff, and a major technology overhaul. From handling intricate dental cases to reversing negative patient experiences, Ashley opens up about the real-life struggles and triumphs of leadership in a small but mighty dental team.
This episode delves deep into how compassion, teamwork, and the right tools make all the difference in a high-pressure environment. Ashley reveals the common trap of dentists overextending themselves for patients’ sake, risking burnout, and why open lines of communication matter more than ever. She also breaks down the practice’s strategic leap from Eaglesoft to Dentrix Ascend, sharing the challenges of upgrading from outdated systems and the smooth, cloud-based features that transformed their daily operations. If you’re searching for actionable advice on team dynamics, technology transitions, or simply trying to preserve a positive work culture, this candid conversation is for you!
What You'll Learn in This Episode:* Actionable strategies for balancing patient care with staff well-being * How to foster open communication and collaboration in a close-knit dental team * The warning signs and prevention tactics for burnout * Lessons from transitioning to a cloud-based dental practice management system * Real-world workflow improvements after adopting Dentrix Ascend * Overcoming IT setbacks and resistance to change in your practice * Why a supportive team is crucial during major operational shifts * Helpful advice for practices tackling big technological or procedural updates * The value of taking chances and prioritizing family-work balance
Tune in now to hear Ashley’s firsthand playbook for thriving through change and prioritizing your team’s well-being.
Listen on your favorite streaming platform here!
Sponsors:Dentrix Ascend: Smarter System, Smarter Practice: Dentrix Ascend Cloud-Based Dental Software Break free from software hassles and come with us to the cloud. Spend less time managing your practice and more time caring for your patients. Request a free 30 minute or less demo at: dentrixascend.com/promo/explore
Guest: Ashley WhineryPractice Name: Lux White Dental GroupCheck out Ashley's Media:Website: luxwhitedental.com
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Can "no" from a stranger eventually turn into your loyal patient? It did for Dr. Pak!
In this episode, Dr. Taesu Pak pulls back the curtain on his journey to rapidly building Pak Dental, candidly sharing the gritty behind-the-scenes actions and mindset shifts required to open a practice in just three months.
Dr. Pak reveals how he hit the pavement a month before opening, embracing the hustle of ground marketing by meeting people, handing out goodie bags, and gathering sign-ups (regardless of how many "nos" he heard.) He opens up about the pivotal mistake of not following up quickly with leads, what changed after he corrected course, and why engaging directly with the community through events and strategic partnerships proved more effective than any ad campaign. Dr. Pak offers actionable insights on overcoming setbacks, harnessing reciprocity, and creating buzz from day one, especially if you dream of building not just any practice, but a busy, community-centered one with real impact.
What You'll Learn in This Episode:* Proven strategies for ground marketing before your practice even opens * How to turn rejections and "nos" into opportunities for growth * The power of timely follow-up in boosting patient conversions * Insider tips on leveraging community events and benefits fairs for visibility * Creative ways to attract families and key partnerships using giveaways and games * Why direct, in-person engagement beats traditional marketing for local practices * Essential resources for mastering the psychology of community outreach * Dr. Pak's vision for building large-scale, high-traffic dental offices
Press play to discover the real-world secrets behind launching a successful, community-driven dental startup!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Growing a practice (or multiple practices) isn’t about working harder; it’s about empowering your people to lead with you.
In this episode, you'll get an insider’s look at how Dr. Ben Liu built SuperKids Pediatric Dentistry into a multi-location success story, all while maintaining a strong focus on patient care and team connection. Dr. Liu shares the mindset shifts and practical systems that helped him step back from micromanaging, empowering his team to deliver standout service and dependable results.
Listen as Dr. Liu breaks down the organizational blueprint that keeps his practices running smoothly, revealing how clear communication, dedicated roles, and robust processes made all the difference—especially during challenging times like the COVID-19 pandemic. From strategic marketing and mastering Google reviews to navigating negative feedback with grace, he offers real-world tactics for sustainable growth. Most importantly, he opens up about finding balance, taking calculated risks, and remembering that true success includes quality time with family and a culture of trust at work.
What You'll Learn in This Episode:* How letting go of perfectionism fuels sustainable business growth * Practical steps to delegate daily operations without sacrificing quality * Building a team culture where ownership and accountability thrive * The critical roles and systems needed for multi-location success * Proven marketing tactics—Google reviews, SEO, social media, and more * How to investigate and resolve negative patient feedback effectively * Tips for polishing your new patient intake process for seamless experiences * Partnering with specialized services to scale your dental practice * When (and how) to know you’re ready to open a second practice * Strategies for maintaining work-life balance and avoiding burnout
Hit play and discover how to build a dental practice that grows on trust, systems, and a little more freedom for yourself.
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: net32.com/dentalmarketer
Guest: Dr. Ben LiuPractice Name: SuperKids Pediatric DentistryCheck out Ben's Media:Website: superkidsdentistry.com
LinkedIn: linkedin.com/in/ben-liu-42593583
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
What if your next open house didn’t just fill seats, but became the talk of the town, forging genuine connections and a waiting list of new patients?
Get ready for part two of this action-oriented masterclass, where Michael unveils a comprehensive, step-by-step playbook for hosting an open house that doesn’t just buzz, but booms with community engagement. Imagine the meticulous planning of a Broadway premiere: every detail, every invite, and every partner coordinated to ensure your event is unforgettable and your practice is the star. This episode is packed with four core strategies: memorable ground marketing, digital co-promotion, energized partnerships, and a high-impact countdown. From using clear scripts to recruit local businesses as co-hosts, to creating co-branded social posts and videos that reach entirely new audiences, you’ll see exactly how to transform potential partners into rallying fans for your event.
Beyond promotion, Michael walks you through an open house experience designed as a three-act play: warming up guests, building trust through hands-on experiences, and creating a celebratory close that turns attendees into loyal patients. Discover the exact roles your team should play, how to structure interactive tours and talks, and why making it fun for families leaves a lasting impression. You’ll also learn how to ensure the good will lasts long after the event, with a multi-sequence follow-up plan tailored for each guest. With scripts, timing blueprints, and actionable resources, this episode delivers not just the “what,” but the crucial “how” to make your open house the community event of the season.
What You'll Learn in This Episode:* The four-pillar strategy for a sold-out, community-driven open house * Step-by-step tactics and scripts for inviting local business partners as co-hosts * How to leverage co-branded digital content for massive audience reach * Best timing for social spotlights, boosted ads, and RSVP campaigns * Designing your event as a “three-act play” for maximum impact and conversions * Assigning dynamic team roles for personalized guest experiences * Creating interactive, family-friendly activities that build emotional engagement * The essentials of crafting persuasive email and text follow-ups after the event * How to use storytelling, social proof, and urgency to drive bookings
Hit play to unlock the blueprint for an open house that turns the community’s curiosity into your practice’s loyal patients!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Is acquisition the real shortcut to a modern, profitable dental practice?
This episode takes you behind the scenes with Dr. Monil Mehta, owner of Dentistry On The Ponds, as he reveals the daily realities and deliberate choices that have shaped his journey since purchasing his practice in 2022.
From his pre-dawn gym sessions to late-night administrative catch-ups, Dr. Mehta opens up about the dedication required to manage every facet of ownership—whether it’s upgrading technology, renegotiating vendor contracts, or cultivating a motivated team. He candidly shares why he chose to acquire an established practice rather than start from scratch, and details the strategies that accelerated growth: from system upgrades and marketing investments to integrating new protocols. Dr. Mehta’s transparency about the stresses, rewards, and ongoing evolution of practice life offers genuine insight for any aspiring dental practice owner.
What You'll Learn in This Episode:* The critical factors Dr. Mehta weighed when choosing between starting a practice and an acquisition * How a structured daily routine keeps energy high and priorities clear * Tactical improvements: technology upgrades and efficient front office systems * Smart approaches to renegotiating contracts and controlling overhead costs * Practical strategies for integrating new marketing and team processes * Lessons learned from navigating staff transitions and rapid changes * Tips on balancing demanding business growth with personal and family time * Candid advice for future dental owners eyeing acquisition
Press play for an unfiltered look at what it really means to own, modernize, and grow a dental practice from day one.
Sponsors:CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! callrail.com/dentalmarketer
Click here for a special offer!
Guest: Dr. Monil MehtaPractice Name: Dentistry On The PondsCheck out Monil's Media:Website: dentistryontheponds.com
Facebook: facebook.com/ChanhassenDDS
Instagram: instagram.com/dentistryontheponds
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Is your next open house a missed opportunity? Let's learn how to create buzz, build trust, and get your calendar booked solid!
In this episode, we reveal how to transform your practice’s open house event into an inviting social gathering that builds trust and enthusiasm among potential patients. Drawing inspiration from “Unreasonable Hospitality,” we explore powerful tactics like upbeat music, delicious food, and staff whose uniforms spark conversation, all orchestrated to make every guest feel seen, special, and genuinely cared for.
You’ll discover segment-by-segment breakdowns for unforgettable experiences, from “sterilization theater” demonstrations that build transparency to tech showcases and comfort stations that dissolve fears and spark curiosity. The goal is to tailor every interaction and micro-experience to different visitor groups (families, seniors, cosmetic-curious adults, and more) so everyone leaves with personalized memories and newfound confidence in your practice. Plus, we cover proven conversion techniques, from signature “wow moments” to must-have photo ops, that turn visitors into raving fans and lasting patients. This is your practical playbook for embedding your practice at the heart of your community.
What You'll Learn in This Episode:* How to create a welcoming, party-like open house atmosphere that puts visitors at ease. * Step-by-step strategies for showcasing your team, technology, and commitment to safety. * Micro-experience ideas tailored for families, health-first adults, seniors, and employers. * Tips to design activities that melt away dental fears and spark conversations. * The secret to turning curiosity into commitment with hands-on, transparent demos. * Must-have elements for converting attendees into loyal patients on the spot. * How to leverage urgency, scarcity, and hospitality to drive signup and action. * Memorable touches and “wow moments” that get your event talked about for weeks.
Tune in now for open house tips that transform your simple event into the heart of your community!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
What if you could build a 200+ patient waitlist without a single ad before seeing your first patient?
In this episode, Michael sits down with Dr. Joanna Gamble, founder of Wildberry Pediatric Dentistry, to uncover the remarkable path from food truck dreams to owning one of Wake Forest’s most eagerly anticipated dental offices. Joanna shares how grassroots marketing, hands-on community involvement, and strategic social media helped her spark local excitement (long before her chairs were even in place.)
Joanna opens up about the realities behind her success, tackling the obstacles of launching a new practice, from leaky pipes to the tough balance between managing a team and providing great care. You'll hear Joanna’s honest take on designing her practice for families, her passionate belief in connecting intentionally with her community, and the hands-on hiring approach she refined alongside her HR-savvy husband. Her story is a playbook for anyone looking to break the mold, blending heartfelt connection, operational smarts, and a relentless dedication to her patients.
What You'll Learn in This Episode:* How grassroots marketing can drive patient demand before opening day. * Joanna’s favorite ways to authentically engage local families and kids. * Step-by-step tactics for getting noticed at community events and farmers' markets. * The real-world challenges and rewards of starting a new dental practice. * Joanna’s best advice for organizing workflows and reducing stress as an owner. * Why personality and values matter more than technical skills in hiring. * Creative ways to use social media to build trust and excitement locally. * Tips for balancing practice growth with a fulfilling family life. * How to develop systems that keep teams aligned and informed.
Hit play now to discover how authentic connections and creative tactics can turn your startup practice dreams into reality, right in your own backyard!
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: net32.com/dentalmarketer
Guest: Dr. Joanna GamblePractice Name: Wildberry Pediatric DentistryCheck out Joanna's Media:Website: wakeforestpediatricdentist.com
Email: drgamble@wildberrypeds.com
Phone: 703-835-5905
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
What if your dental practice could swoop in and become the highlight of every senior community’s month—making you the hero residents and staff look forward to seeing?
This episode reveals actionable, proven strategies to transform your approach from being “just another dental provider” into an indispensable highlight of the month for senior communities. The secret lies in becoming truly “calendar worthy” by designing unique, enriching experiences that require zero extra effort from community staff but deliver immediate comfort, joy, and value to residents.
Inside, you’ll discover how to creatively rebrand your traditional dental services into friendly, engaging activities that spark curiosity and trust, instead of resistance. We dive deep into persuasive (yet genuine) ways to pitch your presence to activities directors, emphasizing convenience and tangible resident benefits. The episode walks you through sample scripts, outlines enticing activity themes like "Smile and Comfort Corners" and "Memory Care Magic," and breaks down how to maintain ongoing excitement by rotating your offers. By the end, you’ll have a toolkit for building recurring relationships with senior communities, positioning your practice as the go-to dental resource trusted by residents, families, and staff alike.
What You'll Learn in This Episode:* How to become a must-have presence on senior living activity calendars * Ways to rebrand dental checkups as comforting, engaging experiences * Sample scripts and dialogues for pitching to activities directors * Ideas for fun, easy-to-run dental activities that staff will love * Techniques for creating lasting relationships with both residents and staff * Strategies for presenting dental care as entertainment and relief * The power of micro-commitments to gain recurring calendar slots * How to vary your activities to sustain interest month after month * How to access deeper resources and scripts to advance your ground marketing
Tune in now to unlock the strategies that will help your dental practice become the highlight of every senior community’s calendar!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
What’s it really like to lead a practice where every decision is rooted in doing the right thing for your patients AND your team, even when it's hard?
In this episode, Dr. Lance McGavin takes us on his extraordinary journey from military dentistry to opening White Palm Dental in the heart of Florida’s rapidly expanding Space Coast. Dr. McGavin reveals how his early experiences in the military shaped his patient-first philosophy and inspired a practice that feels uniquely personal in a sea of corporate clinics. He candidly shares the creative process behind naming and branding his office, a heartfelt collaboration with his wife to ensure the practice truly represented both the Florida spirit and their family’s values.
Dr. McGavin dives deep into the realities of launching a private dental practice in a competitive market, discussing the roadblocks that threatened his timeline and how unforeseen delays became golden opportunities for growth. You’ll hear inside stories of filling every role in his office (from front desk management to the nuances of social media) and the unwavering leadership principles that keep his team united and motivated. Listen as Dr. McGavin opens up about setbacks, successes, and what it really takes to serve a diverse community with integrity, empathy, and excellence.
What You'll Learn in This Episode:* How military values shape patient-first care in private dentistry. * The creative process of developing a brand that stands out locally. * Distinguishing a solo practice in a corporate-dominated market. * Dr. McGavin’s real-world strategies for team-building and leadership. * Lessons learned from overcoming construction delays and startup hiccups. * The importance of mastering every role in a small business. * Ways to use social media to attract new patients and build trust. * How to create a positive, no-drama work environment. * The value of adaptability and hands-on management in private practice. * Everyday business lessons that translate from the military to dentistry.
Tune in now to discover the real-life challenges and rewards of building a integrity-driven dental practice from scratch!
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: net32.com/dentalmarketer
Guest: Dr. Lance McGavinPractice Name: White Palm DentalCheck out Lance's Media:Website: whitepalmdental.com
Instagram: instagram.com/whitepalmdental
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
If ground marketing leaves you facing closed doors, it’s time to discover a new path in with the ARENA strategy!
In this episode, we unpack the ARENA Framework—an actionable decision-making tool uniquely designed for ground marketers facing objections and rejections in the field. You’ll discover how to Assess the true reason behind a "no," Reframe perceptions to position yourself as a valuable partner, Exchange useful leave-behinds to build rapport, secure the Next step with micro-commitments, and maintain Accountability to foster trust. Through relatable stories, hands-on tactics, and insightful examples, we break down how you can turn every challenge at the door or front desk into an opportunity to start a real conversation.
You’ll hear how to creatively address resistance, from navigating “no soliciting” signs to building relationships with property managers and gatekeepers. Real-world examples illustrate how pivoting your approach (from cold selling to genuine value exchange) can earn you a lasting spot in your potential patient's mind. Plus, we highlight game-changing resources from The Ground Marketing Course so you can practice scripts and real-life scenarios before heading out into the field. This episode will give you the structure and confidence you need to face rejections with a new sense of possibility.
What You'll Learn in This Episode:* The five-step ARENA Framework for handling in-person objections and rejections. * How to uncover the true reason behind initial pushbacks. * Techniques to shift perception and be seen as a partner, not just a vendor. * What to leave behind to make yourself memorable—without being salesy. * Ways to secure small commitments that keep your foot in the door. * Why accountability and consistent follow-up are key to earning trust. * Creative ways to handle "no soliciting" policies and gatekeepers. * Tips for approaching property managers and HOAs successfully.
Tune in now to discover how the ARENA Framework can transform every ground marketing challenge into your next breakthrough!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Change is never easy, but every bold decision shapes the story of your entrepreneurial journey—just ask Dr. Jessica Pushee, who returns to share the honest highs and lows of her first year running a dental practice in Foxboro, Massachusetts. From the start, Dr. Pushee made gutsy moves, including staying out of network with a major insurance company, Delta Dental. She pulls back the curtain on how these choices have both tested her resolve and ultimately benefited her business, underscoring the delicate art of balancing uncompromising care with savvy operations.
In this candid interview, Dr. Pushee opens up about her transformation from a hands-on micromanager to an empowering leader committed to supporting her team. She recounts pivotal learning moments, like the fallout from missed consent forms, that sparked essential changes in her workflow and culture. You’ll also hear her best and worst ideas for patient acquisition, from the surprisingly powerful impact of cozy office details to the hard lessons learned from ineffective advertising spends. Dr. Pushee’s reflections culminate in her top advice for practice owners: focus less on obsessing over numbers and more on nurturing your team, because happy staff means happier patients (and sustainable growth.)
What You'll Learn in This Episode:* The real effects of opting out of insurance networks on a new dental practice * How owning mistakes can lead to better systems and a stronger team culture * Strategies for delegating effectively and letting your staff grow from experience * Practical tips for creating a welcoming environment that delights patients * Which marketing experiments failed and what consistently drives new referrals * Why investing in your team’s needs pays off in patient satisfaction and retention * The benefits of shifting from financial obsession to purposeful leadership
Hit play now to discover Dr. Pushee’s hard-won wisdom on building a practice (and a culture) that truly lasts.
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: net32.com/dentalmarketer
Guest: Dr. Jessica PusheePractice Name: Charm DentalCheck out Jessica's Media:Website: dentistinfoxboro.com
Instagram: instagram.com/charmdentalma
Facebook: facebook.com/profile.php?id=61560009046083
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
How do top dental practices fill their chairs without spending thousands on ads?
This episode is your practical roadmap for launching an effective ground marketing strategy on a razor-thin budget, leveraging your time in the community instead of spending big. We’ll demystify the process, showing you how to dedicate just 90-120 minutes per week, split into manageable sprints, to create a steady stream of trusted local connections. From simple permission tools like business cards and flyers to proven, step-by-step scripts, you’ll discover exactly how to build lasting community relationships that work for you long after you’ve left a location.
You’ll get the inside scoop on the reciprocity ladder: a powerful system for giving micro-values to local businesses, tagging them on social media, and leaving value-packed resources. Learn the art of outreach through the spotlight, insider, and connector formulas, designed to naturally open doors and facilitate real collaboration. By the end of the episode, you’ll understand how to sidestep common pitfalls, tailor your approach to any local business, and repeat your efforts each month for compounding trust and visibility. If you're ready for a marketing approach that prioritizes relationships over spend, this episode is your starting line!
What You'll Learn in This Episode:* How to ground market your practice effectively on a tight budget * A weekly structure for maximizing impact in just 90-120 minutes * The key “permission tools” that quietly work for you 24/7 * The reciprocity ladder: a strategy for giving before asking * Concrete scripts for opening doors with local businesses * Targeting and rotating business types for consistent recognition * Common ground marketing missteps and how to avoid them * How to tailor strategies to gyms, offices, schools, stores, and more * Why consistency and trust-building outcompete one-off efforts
Ready to turn a few focused hours each week into a steady stream of new local patients? Press play and plot your path to genuine community growth!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Still relying on “How did you hear about us?” as your only source of patient insights? It’s time for a smarter way to track!
In this episode, we dive deep into the world of marketing with Amanda Kepshire, a senior vertical marketing manager at CallRail, who reveals how industry-specific insights can revolutionize the dental marketing game.
Amanda breaks down why understanding the unique challenges of dental marketing (like accurately tracking patient sources and enhancing patient experiences) matters more than ever in today's competitive landscape. She explains the pitfalls of outdated manual tracking methods and uncovers how advanced tools, including call and form tracking, unlock the full patient journey. From smarter budget allocation to training front-desk teams and adapting to a rapidly evolving industry, Amanda offers practical strategies for practices to leverage technology, like CallRail’s premium features and AI-driven insights, for superior marketing results and lasting patient loyalty. The discussion wraps up with Amanda’s personal tips on what patients truly value and her expert advice on embracing compliance and data ownership during industry shifts.
What You'll Learn in This Episode:* The fundamentals of tracking and why it’s essential in healthcare * Common tracking mistakes that lead to lost opportunities and missed insights * How automated tools can pinpoint exactly how new patients find your practice * Ways to use call and form tracking data to refine your messaging and marketing spend * The power of transcription analysis and AI tools to train staff and improve consistency * Amanda’s personal checklist for choosing a provider * How to build trust and retention by understanding the full patient journey * Strategies to stay ahead of privacy regulations and technology changes * Why owning your marketing data is critical for HIPAA compliance * Actionable steps to start upgrading your marketing (no overwhelming tech required)
Let's unlock smarter dental marketing today! tune in now and empower your practice with the strategies that set leaders apart.
Sponsors:CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! callrail.com/dentalmarketer
Click here for a special offer!
Guest: Amanda KepshireBusiness Name: CallRailCheck out Amanda's Media:Website: callrail.com/dentalmarketer
LinkedIn: linkedin.com/in/amandakepshire
CallRail LinkedIn: linkedin.com/company/callrail
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
How can you connect your dental services to a community already obsessed with personal wellness?
In this episode, we explore how fitness centers are filled with community-focused, wellness-driven members, and can become your office’s most fruitful referral partner. We break down the deep psychological and behavioral alignment between gym-goers and serious dental patients, explaining why their lifestyle choices make them some of the most qualified leads for preventive and cosmetic treatments. You’ll hear fresh tactics for entering the gym ecosystem, from tailored outreach based on gym type (big box, boutique, or medical wellness) to value-add collaborations that make gyms invite you with open arms.
Step by step, the episode walks you through conversation starters, partnership scripts, and unique event ideas that position your practice as part of the larger wellness movement—not just another advertiser. You’ll discover how to offer genuine value to gym management and members alike, so your brand stands out for the right reasons. Filled with actionable advice, this episode will leave you inspired to transform gym partnerships into a reliable, low-competition patient acquisition channel, all while elevating your dental practice’s reputation in the community.
What You'll Learn in This Episode:* Why gym members are the perfect target market for dental services * The psychology behind fitness communities and how it aligns with oral health * Differences in marketing to big box gyms, boutique studios, and medical wellness centers * Step-by-step scripts for connecting with gym owners and managers * Creative partnership ideas that enhance both gym member experiences and your practice visibility * How to offer perks or co-host events gyms can’t refuse * Ways to build high-trust connections that lead to long-term patient loyalty
Ready to uncover the untapped patient potential hiding within your community’s fitness centers? Hit play and get the blueprint!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Want to stand out in a crowded dental landscape? It might all come down to when you start learning.
In today's episode, Dr. Chad Johnson opens up about the bold decisions and defining moments that set his dental career apart from day one. With an unwavering commitment to learning, Chad jumped straight into post-grad education, quickly making his mark by adopting advanced procedures like dental implants and mastering specialized technologies. He also reveals the entrepreneurial leap of opening his own practice immediately after dental school (a risk that paid off thanks to both market conditions and his vision for what dentistry could be.)
Chad offers us a behind-the-scenes look at how he’s integrated cutting-edge tools and management systems, such as same-day crowns, laser dentistry, and the Entrepreneurial Operating System (EOS) he follows from the book "Traction." Beyond clinical skills, he dives into practical lessons on marketing, organizational health, and balancing personal ambitions with the demands of running a busy dental practice. Chad’s story underscores the value of continuous learning, bold action, and intentional leadership at every stage of your career.
What You'll Learn in This Episode:* The power of pursuing continuing education immediately after graduation. * What it takes to start a dental practice right out of school. * Strategies for adopting new dental technologies and advanced services. * How implementing the Entrepreneurial Operating System (EOS) transforms team culture and efficiency. * The value of setting a clear vision and actionable goals for your practice. * Insider tips on work-life balance for high-achieving dentists. * Effective approaches for in-house marketing and measuring return on investment.
Hit play now to discover the unique strategies that Dr. Chad Johnson has applied during his journey through dentistry!
Sponsors:
CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! callrail.com/dentalmarketer
Click here for a special offer!
Guest: Dr. Chad JohnsonPractice Name: Veranda DentistryCheck out Chad's Media:Website: verandadentistry.com
Chad's Podcast "Every Day Practices Dental Podcast": productivedentist.com/podcasts/everyday-practices-dental-podcast
EOS: eosworldwide.com
Email: ChadDDS@gmail.com
LinkedIn: linkedin.com/in/drchadjohnson
YouTube: youtube.com/c/VerandaDentistry
Facebook: facebook.com/VerandaDentistry
Instagram: instagram.com/verandadentistry
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
What if the secret to filling your practice with loyal patients isn’t online; it’s waiting right in your neighborhood?
In today's episode, Michael sits down with Dr. Kapil Kella of Lakeshore Dental Studio to uncover the often-overlooked art of ground marketing. Dr. Kella takes us behind the scenes of his thriving practice’s journey, sharing the step-by-step tactics that transformed casual community encounters into enduring relationships and business growth. From manning booths at bustling local gyms to connecting with neighbors at street festivals, Dr. Kella reveals how genuine face-to-face connections can outshine even the shiniest digital ads.
But this episode isn’t just about attracting new patients, it’s about building authentic community roots and staying innovative in a competitive market. Alongside stories of street-level marketing wins, Dr. Kella introduces his latest project, Kaila, an AI tool poised to revolutionize dental note-taking. He also opens up about balancing professional drive with family life, sharing the role that supportive groups like Next Level Fathers play in his success. Whether you’re launching a new practice or seeking a fresh approach to marketing, Dr. Kella’s wisdom will inspire you to step outside your comfort zone and into your community.
What You'll Learn in This Episode:* Step-by-step ground marketing tactics for dental practices. * How to choose and train the right team members for community events. * Real-world examples of promotions that brought in new patients. * Ways to connect with local gyms, festivals, and neighborhood businesses. * Tips for building authentic relationships within your local community. * The benefits and practicalities of ground marketing versus digital advertising. * Strategies for maintaining work-life balance as a business owner. * Actionable advice for new practices getting started with ground marketing.
Tune in now to unlock powerful, proven strategies you can use to grow your practice, one handshake at a time!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Guest: Dr. Kapil KellaPractice Name: Lakeshore Dental StudioCheck out Kapil's Media:Website: lakeshoredentalstudio.com
Dr. Kella's AI Note-Taker "Kaila": hellokaila.com
Email: drkella@lakeshoredentalstudio.com
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
If you've ever felt the weight of ambition pull you away from personal fulfillment, this episode is your honest roadmap back to balance!
Dr. Simone Ellis opens up about her early years as a practice owner: navigating the pressures of rapid growth, leadership, and the unspoken toll of relentless hustle.
In this conversation, Dr. Ellis reveals how she recognized warning signs of burnout, the emotional and physical challenges of leading through turbulent times like the pandemic, and why she ultimately sold her thriving practice. She shares the leadership strategies and team systems that now drive her consulting work, all rooted in one philosophy: sustainable success starts with aligning business growth to personal values. Dr. Ellis empowers us to adopt self-awareness, set healthy boundaries, and foster cultures where dental teams (and their leaders) truly flourish.
What You'll Learn in This Episode:* The real story behind rapid practice growth and its personal costs. * How to spot and address burnout as a dentist. * Why self-awareness and core values matter for sustainable success. * The art of setting boundaries to protect both personal and professional well-being. * Proven team motivation techniques inspired by top companies. * How honest leadership and structured meetings can transform workplace culture. * Concrete strategies Dr. Ellis uses to support and inspire her team. * The benefits and intricacies of selling a high-performing dental practice. * Key insights for pivoting from ownership to consulting. * Practical advice for cultivating a resilient, growth-driven mindset.
Tune in now to hear Dr. Ellis’ unfiltered insights and discover how to redefine success as a dentist on your own terms!
Sponsors:Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: net32.com/dentalmarketer
Guest: Dr. Simone EllisBusiness Name: Dr. Simone EllisCheck out Simone's Media:Website: drsimoneellis.com
Instagram: instagram.com/drsimoneellis
Email: drsimoneellis@gmail.com
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
If your referral requests have ever felt forced or unfruitful, it may be time to switch gears!
In this part 2 episode on the Ground Marketing series, we reveal exactly how to transform referral relationships from awkward cold calls into genuine professional alliances through proven, effective scripts tailored for every type of specialist. You'll discover how to reshape conversations with general practitioners, pediatricians, hygienists, and other medical professionals to ensure your expertise becomes an essential resource for their patients, while making your colleagues feel valued and appreciated.
Today we're demystify how to amplify your visibility far beyond the clinic walls, turning your practice into a familiar community anchor that local families trust. From hands-on strategies like PTA sponsorships and school health events, to expert-level moves like contributing advice columns to local media, you’ll learn to build a trusted brand recognized for genuine community involvement. The episode wraps with a deep-dive into the “referral flywheel”: a simple but game-changing system for making referrals flow naturally month after month. Whether you want to boost word-of-mouth or become the go-to expert in town, these easy-to-implement tactics will set you apart in your community!
What You'll Learn in This Episode:* Specific, customizable scripts to spark referrals without sounding salesy * How to identify and connect with the right partners: doctors, hygienists, pediatricians, and more * Techniques to make colleagues feel confident and valued when referring patients * Real-world scenarios to apply your referral scripts for maximum impact * How to establish visibility anchors in your community for top-of-mind awareness * Ideas for educational contributions in local media and blogs to boost credibility * Methods for measuring, tracking, and scaling the referral flywheel system
Ready to become your community’s most in-demand specialist? Tune in now and start building referral relationships that grow themselves!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
What happens when a dentist swaps the race for patient volume for a practice built on quality care and real satisfaction?
In this episode, Dr. Ahad Ahmed unveils his unique approach to running a general dental practice: from launching his first office in 2023 to opening a second, all while navigating the hidden challenges of patient volume and administrative overload. Sharing his story, Dr. Ahmed explores why clear communication and value-driven partnerships have been key to his business growth, and how collaborating with a younger dentist has shaped his leadership style. He shows how he outsources crucial administrative tasks, freeing up his team for what truly matters: providing excellent patient care.
But the journey hasn't been without tough lessons. Dr. Ahmed explains how a shift in priorities, from high turnover to quality care and workplace satisfaction, propelled him to drop low-paying insurance plans and refine his hiring process. He opens up about the pitfalls of hiring based on convenience over compatibility and dives into how adopting technology has streamlined operations and reduced costs. As the conversation wraps up, Dr. Ahmed offers actionable advice for fellow dentists: embrace change, learn from mistakes, and focus on building a practice that aligns with your personal values.
What You'll Learn in This Episode:* The critical roles of partnership and clear communication in practice growth * Strategies for managing high patient volumes without burning out your team * Why and how to outsource administrative tasks like billing and insurance * The benefits and challenges of dropping low-paying insurance plans * The importance of hiring for personality fit and capability * Lessons learned from past hiring mistakes and improving team retention * How leveraging technology can lower overhead and improve services * Shifting your business mindset from patient volume to quality care * Balancing work-life demands in a rapidly growing practice
Listen today to hear Dr. Ahmed's journey from high-volume to high-value!
Sponsors:
Net32: Founded by a dentist, for dentists. Net32 is the leading online marketplace for dental supplies, helping dental and medical professionals save on high-quality products for over 25 years. Start saving today at: net32.com/dentalmarketer
Guest: Dr. Ahad AhmedPractice Name: Easy Breezy DentalCheck out Ahad's Media:Website: easybreezydental.com
Email: info@easybreezydental.com
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
How do top dental specialists quietly become the go-to experts without splashy ads or endless networking events?
In this episode, we peel back the curtain on ground marketing strategies crafted specifically for dental specialists. Think orthodontists, prosthetists, periodontists, and more, who rely on referrals rather than foot traffic. We dig into the nuances of micro-niche targeting and how pinpointing the real decision-makers (those who influence consistent referrals) will change the way you build your practice’s network. Using relatable examples, like ERs for endodontists or schools for orthodontists, you’ll discover how symptom-based segmentation and a referral signal map can transform the way you identify and connect with the environments that matter most.
Next, you’ll learn powerful outreach tactics, including how to use a sphere of influence map to rank and approach referral sources strategically. This ensures your time goes to high-yield relationships, not wasted appointments. You’ll understand how concentrating marketing efforts in areas rich with your ideal patients or gatekeepers can maximize your ROI. We also cover smarter, less intrusive ways to maintain momentum with referrers to make every touchpoint matter (without feeling annoying.)
What You'll Learn in This Episode:* How to clearly define your micro-niche and identify prime decision-makers. * Where to locate high-yield referral environments and map out key referral signals. * Smart tactics to segment potential patients by symptoms and life stages. * The step-by-step process for building your sphere of influence map. * How to rank and schedule outreach for maximum referral impact. * Using heat mapping and geo-zoning to concentrate efforts where ROI is highest. * The "Don’t Be Annoying Plan" to stay top of mind without overwhelming referrers. * Tips for psychographic personalization to connect with referrers on an emotional level. * The essential art of asking the right questions and listening for referral cues. * Strategies for building long-lasting, referral-rich relationships that sustain specialist practices.
Hit play now to discover proven strategies for becoming the referral magnet in your dental specialty. No hype, just results!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Every dental practice claims to put patients first, but what does it mean to build a business where every interaction truly feels like family?
In this episode, Michael sits down with Tom Gonzalez, Business Facilitator at Ohana Dental Implant Centers, to reveal how a behind-the-scenes leader can shape both daily operations and the very culture of patient care. Drawing on his unique role, Tom illuminates how his COO-style guidance aligns marketing, patient experience, and operational strategy to create seamless, standout care for every patient who walks through their doors.
Tom shares how Ohana’s mission goes far beyond technical excellence by weaving personalized attention into every step of the patient journey. Through heartfelt stories (like the patient who drove hours seeking an expert revision), Tom illustrates how empathy, curiosity, and team empowerment drive not only patient satisfaction but also long-term success. Tune in as the conversation uncovers the nuts and bolts behind Ohana’s methods, the technology and training that keep their standards high, and the leadership philosophies that truly make their practice feel like Ohana (Hawaiian for "family") in every sense.
What You'll Learn in This Episode:* The real role of a business facilitator in a modern dental practice * How Ohana Dental ensures consistently exceptional patient experiences across locations * Why patient stories shape both practice reputation and internal culture * Secrets to addressing failed implants with expertise and empathy * Tools and metrics that drive operational excellence, including CallRail * Balancing automation with a personal, human touch in patient interactions * Strategies for training staff in empathy-driven care * Lessons on empowering teams versus micro-managing * The importance of curiosity in building personalized patient relationships * The long-term vision of fostering a true family spirit within dentistry
Press play to discover how Ohana Dental turns everyday care into extraordinary patient experiences!
Sponsors:
CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! callrail.com/dentalmarketer
Click here for a special offer!
Guest: Tom GonzalezPractice Name: Ohana Dental Implant CentersCheck out Tom's Media:Website: ohanadentalimplants.com
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Are your local marketing efforts working as hard online as they do in person?
In this episode, we break down exactly how dental practices can harness the combined power of ground marketing and local SEO to dominate their local market. From hosting engaging community events that foster genuine trust and visibility, to ensuring every handshake and conversation converts into online discoverability, you’ll learn strategies that build both credibility and patient numbers. We’ll reveal how your Google Business Profile acts as your virtual storefront, why authentic event photos and specific business categories are essential, and how to keep your profile fresh with real updates. The discussion zeroes in on location-based content, gathering glowing online reviews, and using savvy tools like QR codes to measure what actually works. Plus, find out how automating review requests and leveraging local backlinks can skyrocket your ranking and reputation!
If you’re a practice owner looking to fill more chairs, this episode arms you with step-by-step techniques to make your ground marketing events work overtime online. By the end, you’ll see exactly how every local encounter can turn into lasting online visibility (and new loyal patients.)
What You'll Learn in This Episode:* How ground marketing and local SEO create a powerful loop of trust and visibility * The pivotal role your Google Business Profile plays in new patient acquisition * Why using real photos from events can boost credibility and local ranking * Ways to craft location-based website pages and event recaps for SEO impact * How testimonials and reviews mentioning events or neighborhoods help you stand out * Effective tactics for maintaining accurate business details across directories * Smart use of QR codes and trackable links to measure campaign ROI * The value of publishing event blog posts and gaining local backlinks * Practical steps to track online behaviors like search frequency and call usage
Let's listen in and learn how to turn every offline connection into an online patient!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Are you trapped in the daily grind, or are you steering your practice towards real growth?
In this episode, we explore the heart and mind of dental practice success with Lisa Grogan, a respected dental coach whose journey began by chance and evolved into a passion for transforming practices.
Lisa pulls back the curtain on what it takes to elevate a dental practice beyond clinical excellence. She shows why dentists must step up as business leaders, not just healthcare providers, and how this shift influences everything from patient trust to practice profitability. Through relatable stories and practical strategies, Lisa reveals how communication, mindset coaching, and patient-centered visuals can dramatically increase treatment acceptance. She confronts common stumbling blocks like confusion around pricing, wavering confidence, and limiting beliefs, while spotlighting the use of social media and influencers to attract ideal patients. Above all, Lisa encourages dentists to embrace storytelling and holistic management as essential tools for sustainable growth.
What You'll Learn in This Episode: The biggest mindset shifts that help dentists move from clinician to business owner * How to use effective patient communication to build trust and boost treatment acceptance * Practical ways to increase transparency and confidence when discussing pricing * Strategies for leveraging social media and local influencers to grow your patient base * The role of visual tools and storytelling in educating patients * How belief systems can limit or expand your practice growth (and what to do about it) * Step-by-step tactics for implementing mindset coaching in your practice * Why working on your business matters as much as working in* it * The power of holistic practice management for long-term success
Discover how simple shifts that can make the difference in your dental practice! Press play and start leading your business forward!
Sponsors:CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: thedentalmarketer.lpages.co/carestack
Guest: Lisa GroganBusiness Name: Lisa Grogan Dental CoachingCheck out Lisa's Media:Website: lisagrogandentalcoach.com
Instagram: instagram.com/lisagrogan_dentalcoach
Email: hello@lisagrogancoaching.com
Lisa's Social Media Course: lisagrogancoaching.mvsite.app/products/courses/view/1179602/?action=signup
Lisa's Smile Assessment Form: lisagrogandentalcoach.com/online-dental-coaching-resources
Lisa's Social Media Masterclass Video: youtu.be/bDbZJHzilfw
Want the Reception Call Conversion Kit from this episode? Find it here! thedentalmarketer.lpages.co/reception-call-conversion-kit
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
How do you keep your team fired up for the daily grind of marketing when every door knocked or flyer handed out feels like a small battle?
This episode dives into the motivations that fuel ground marketing success, not just today, but for the long haul. Michael offers strategies that blend the science of internal drive with the enticing pull of external rewards, revealing why relying on only one kind of motivation just doesn’t cut it for ongoing, high-energy performance.
Discover practical ways to spark enthusiasm and resilience in your outreach teams, from turning mundane tasks into engaging challenges to celebrating even the smallest wins. The discussion breaks down how to set achievable micro-goals, link activities to deeper personal values, and reframe setbacks as stepping stones. By the end, you’ll walk away with a toolkit designed to keep your marketing engine running at full speed, without risking burnout or loss of purpose!
What You’ll Learn in This Episode:* The crucial difference between intrinsic and extrinsic motivation (and why you need both.) * Proven tactics like gamification, role rotation, and celebrating progress (not just outcomes.) * How to reframe rejection and keep spirits high during persistent outreach. * The process of anchoring activities to your team’s personal sense of purpose. * Why setting micro-goals and visualizing impact can transform marketing results. * The importance of tangible targets and layering immediate with delayed rewards. * Preventing burnout while sustaining consistent ground marketing activity. * Morning mental priming rituals that set your team’s tone for the whole day. * How to build a motivation system, not just one-off hype.
Ready to energize your outreach and keep your marketing momentum strong? Hit play and level up your team’s motivation now!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Host: Michael AriasJoin my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Who’s picking up your office phone—and are they turning callers into loyal patients or missed opportunities?
In this episode, we meet Eric Hubbard, founder of Pain-Free Dental Marketing, to uncover the remarkable origin story behind his company. Eric shares raw memories from his rural Oklahoma upbringing, his mother’s courageous fight with cancer, and the pivotal moment when a compassionate dentist, Dr. John Barroso, offered more than just dental care—he offered hope. Years later, this gratitude fueled Eric’s mission to help dentists thrive, leading to the creation of a marketing agency that now champions dental practices across the country.
We take a candid look at what truly moves the needle for practices looking to grow. Our conversation goes beyond traditional marketing by spotlighting the critical impact of front desk staff, patient interactions, and the systems that track every touchpoint, like CallRail and integrated CRMs. Eric pulls back the curtain on how real results come from training, honest feedback, and rewarding proactive communication—not from racing to the bottom on price. The conversation closes with Eric reflecting on personal lessons learned, the value of clear communication, and his journey toward confidence and authenticity, leaving us inspired and equipped to rethink how we define success in dentistry.
What You'll Learn in This Episode:* Essential strategies for attracting the right dental patients in a competitive market * Why front desk staff are the key to patient conversions and retention * The role of call tracking and analytics in pinpointing missed opportunities * Actionable tips for training teams to communicate with empathy and curiosity * How top practices set themselves apart by leading with value, not price * Why rewarding effective communication is more powerful than punishing mistakes * Insights on integrating CRM systems for seamless patient follow-up
Tune in now for an inspiring look at how empathy, strategy, and storytelling can change the game for dental practices—and those they serve.
Sponsors:
CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! callrail.com/dentalmarketer
Click here for a special offer!Guest: Eric HubbardBusiness Name: Pain-Free Dental MarketingCheck out Eric's Media:Website: painfreedentalmarketing.com
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Host: Michael AriasWebsite: The Dental Marketer For more helpful tips, strategies, ideas, and marketing advice, join my weekly newsletter here.
Join this podcast's Facebook Group: The Dental Marketer Society
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
What are the must-have qualities of an excellent ground marketer for your practice?
This episode pulls back the curtain on the secrets to building an unstoppable ground marketing team—one that doesn’t just spread the word, but truly connects with the people you want to serve.
Today we dive deep, cutting through the noise of traditional marketing to reveal why the right personalities matter more than experience. Learn how to identify individuals whose warmth, curiosity, and storytelling instincts can transform casual sidewalk encounters into loyal patients. We map out two smart structures for adding ground marketing muscle—either by hiring a dedicated coordinator or training existing staff to take on community outreach. You’ll get hands-on advice, from crafting an effective job description to structuring campaigns for consistent, measurable results. By the end, you’ll see how focused, people-powered ground marketing can yield game-changing patient growth—no flashy ad spend required.
What You'll Learn in This Episode:* The key personality traits that make a ground marketer truly effective * Why prior marketing experience isn’t a dealbreaker—and what to look for instead * How to structure a ground marketing team, big or small, for maximum impact * Strategies for recruiting and job descriptions designed to attract the right candidates * Tips on training team members so they truly embody your brand’s voice * A month-by-month targeting approach for ground marketing campaigns * The real difference between ground marketing and digital ads for patient acquisition * Mistakes to avoid when empowering your outreach team
Take the first step toward real, relationship-driven growth—tune in now for an inside look at building your practice’s ground marketing dream team!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
For more helpful tips, strategies, ideas, and marketing advice, join my weekly newsletter here.
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Why do so many dentists feel trapped in contracts with marketing agencies that just aren’t delivering results?
This episode gets right to the heart of the issue, revealing the hidden pitfalls that can turn a well-intentioned marketing investment into a costly mistake—and, most importantly, how to avoid the same fate.
Ali is back on the podcast to pull back the curtain on the world of dental marketing, exposing the sneaky tactics agencies use to overcharge and overpromise. From the dangers lurking in fine print and auto-renewal clauses to the psychological manipulation that keeps dentists locked in, you’ll hear practical strategies to protect your practice, take control of your online presence, and ensure you’re never caught in “marketing handcuffs” again. Together, we empower you to ask the right questions, check contracts, and confidently transition out of any partnership that’s not serving you—with clear steps to do it the right way.
What You'll Learn in This Episode:* The most common ways dental marketing agencies trap dentists in restrictive, expensive contracts * Key contract red flags and what to look for before signing * How to verify an agency’s credibility and the real results they can deliver * Why “losing all marketing progress” is usually just a scare tactic * Steps dentists should take immediately if they’re stuck in a bad agreement * The crucial questions to ask any marketing company before committing * How to tap into peer networks for trustworthy agency feedback and reviews
Don’t let your dental practice get trapped—listen now and take back control of your marketing decisions!
Sponsors: DocSites: Do you need a new website or marketing agency with no long-term contracts? Visit DocSites' website here and be sure to mention The Dental Marketer for $500 off! docsites.com
Guest: Ali SoufiBusiness Name: The DocSitesCheck out Ali's Media:Website: docsites.com
Email: ali@docsites.com
Phone: 818-616-3919
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Imagine your ground marketing efforts echoing through your community long after in-person events end—all thanks to smart social media strategies.
In this episode, we unpack the often-overlooked connection between in-person ground marketing and dynamic social media engagement. We reveal how to ensure your impact lingers far beyond the event, making your practice more recognizable and trusted both online and offline. By sharing three core reasons why ground marketing needs a digital extension—like how quickly in-person impressions can fade and why modern patients always cross-check online before committing—we spotlight the powerful role that a thoughtful social media plan plays in building credibility and community trust.
In this episode, you'll discover "The Mirroring Strategy," a step-by-step approach for capturing the energy, stories, and human connections from ground marketing events and skillfully amplifying them across digital channels. We illustrate actionable methods to transform a single live interaction into a series of effective posts—moving from real-time excitement to thoughtful follow-ups and valuable educational insights. Plus, we share the exact tools and frameworks successful practices use to increase visibility, engagement, and conversions, all while monitoring the real metrics that matter. If you’re ready to finally bridge offline impact with online influence, this episode is your blueprint!
What You'll Learn in This Episode:* Why ground marketing is incomplete without a digital strategy. * The three crucial truths behind integrating social media with in-person outreach. * How "The Mirroring Strategy" maximizes your event’s reach and ROI. * Actionable steps for capturing and sharing the most engaging moments from live events. * The "three times echo rule" for squeezing maximum visibility out of every appearance. * Which social media tools streamline creation and promotion for your practice. * Real-life examples that break down before, during, and after event actions. * How to encourage organic shares and trust-building content from the community. * What key metrics to track to measure your ground marketing and social media success.
Take your ground marketing efforts further—listen now and learn how to make every event live on digitally!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
For more helpful tips, strategies, ideas, and marketing advice, join my weekly newsletter here.
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Does your practice lose good people faster than you can hire them?
Effective onboarding could be the missing link transforming costly turnover into a thriving, loyal team. In this episode, we sit down with dental practice consultant Malika Azargoon to break down what truly effective onboarding looks like—why it matters, how to implement it, and the critical details too many practice owners miss.
Malika shares a clear roadmap for getting new hires up to speed while building the kind of supportive culture that keeps staff engaged. Whether you run a pediatric or general dental office, Malika explains why every practice—no matter how experienced the hire—needs a structured process, from first-day “welcome moments” to scheduled feedback check-ins and mentorship. With actionable strategies for automation, personalized touches, and solving high-turnover headaches, this episode arms you with everything you need to boost retention, increase efficiency, and foster a team that sticks around.
What You'll Learn in This Episode:* Why every dental practice—not just larger ones—needs a formal onboarding system * How effective onboarding reduces costly staff turnover and boosts morale * The step-by-step framework for integrating new hires in their first 90 days * Strategies for balancing automation and personalized connections in onboarding * Red flags to watch for during early employment to address issues before they escalate * Methods for maintaining onboarding consistency, even during leadership changes * Best practices for sensitive staffing changes and transparent team communication * How to use checklists and templates for a seamless onboarding experience * Tactics for realigning hiring processes with your practice’s core values * The importance of thorough reference and background checks to prevent future issues
Listen now to discover the onboarding tweaks that could save your dental practice time, money, and talent—starting today!
The Pediatric Dental Marketing Course is open for enrollment!This comprehensive course, developed by Minal Sampat and myself, is tailored specifically for pediatric practice owners and their teams. It is designed to turn your pain points into stepping stones for success and to help you become the trusted dental home for countless children in your community. Head over to our site to enroll now! pediatricdentalmarketingcourse.com
Guest: Malika AzargoonBusiness Name: Zar Dental ConsultingCheck out Malika's Media:Website: zardentalconsulting.com
Email: malika@zardentalconsulting.com
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Host: Michael AriasWebsite: The Dental Marketer For more helpful tips, strategies, ideas, and marketing advice, join my weekly newsletter here.
Join this podcast's Facebook Group: The Dental Marketer Society
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Are your marketing materials truly working for you, or are they just adding to the noise?
In this game-changing episode, we reveal why treating your flyers, brochures, and signs as "micro sales machines" can make the difference between wasted effort and measurable results. Forget flashy designs that impress your peers but fall flat with your target audience—the secret lies in creating pieces that stop people in their tracks, stir emotion, and drive action.
Dive deep as we introduce the innovative Four Mile Test and the SCORE Framework, tools designed to help you build marketing assets that capture attention and prompt immediate response. Discover how to craft irresistible offers, use bold visuals, and leverage strategic placement to turn every piece of print into a lead generator. Whether you're a practice owner or a team member responsible for in-person promotions, this episode is packed with actionable strategies you can implement today to transform your materials from overlooked handouts to powerful conversion tools.
What You'll Learn in This Episode:* The mindset shift from designing to impress to designing to convert * How the Four Mile Test instantly reveals if your flyer will work * Key elements every high-converting flyer, brochure, and sign must have * The SCORE Framework for creating compelling marketing materials * Techniques for visually interrupting autopilot and capturing true attention * How to craft offers and CTAs that feel personal and urgent * Transforming brochures and signs into trust-building mini-sales funnels * Strategic placement secrets for maximum engagement * How print psychology can dramatically improve response rates * The five-second rule for redesigning ineffective materials
Ready to overhaul your marketing materials for real results? Tune in and start creating assets that actually convert!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
For more helpful tips, strategies, ideas, and marketing advice, join my weekly newsletter here.
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Building a thriving dental practice isn’t just about the latest equipment or sharp marketing strategies—it all starts with how you invest in your people.
In this episode, we're bringing on Zach Shelley, a seasoned practice manager, to unpack why the real secret to practice growth is intentional team development. Zach shares hard-won wisdom on how prioritizing team education, meaningful leadership, and continual improvement fosters loyalty, accountability, and performance within your office.
Together, we tackle the biggest myths around team investment—like the fear that investing in team members will only lead them to leave, and how to handle team members who may not seem to recognize these investments. From the nitty-gritty of onboarding your first office manager to setting up practical systems for accountability, communication, and stress management, Zach offers actionable strategies no practice owner should miss. The episode is packed with real stories, book recommendations, and hands-on tips for leaders who want a healthier, high-performing work culture and a more balanced life outside the practice.
What You'll Learn in This Episode:* Why team investment pays off more than you think (and how to make it count) * Myths about investing in staff loyalty—and how to overcome them * How to set up new practices for success by starting with your office manager * Simple strategies for accountability without micromanagement * The “checking in, not checking on” communication technique to build trust * How to use associations like AADOM for ongoing practice growth * Metrics for tracking your team development ROI * Tips for addressing performance issues with compassion and clarity * Practical, cost-effective ways to invest in your dental team—no matter your budget
Tune in now to discover the proven strategies that transform dental teams from average to exceptional!
Sponsors:CallRail: Say goodbye to missed calls in your office! CallRail's Voice Assist is an AI assistant that answers, captures, and qualifies inbound calls 24/7. Scale marketing beyond business hours and capture every opportunity. Request to join their beta program here!
Click here to test it out!Guest: Zach ShelleyBusiness Name: Dental Office Manager Leadership NetworkCheck out Zach's Media:Website: dentalomleadershipnetwork.com
Facebook Group: facebook.com/groups/domln
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Host: Michael AriasWebsite: The Dental Marketer For more helpful tips, strategies, ideas, and marketing advice, join my weekly newsletter here.
Join this podcast's Facebook Group: The Dental Marketer Society
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
If you’ve ever wondered whether your ground marketing efforts are actually working, this episode unveils the proven techniques that transform guesswork into reliable results. We’re digging into the heart of what it really takes to track and optimize every raffle, screening, and event, so your practice isn’t just spending time in the community—it’s investing in growth.
Join us as we break down the essential psychology behind tracking, explore five must-know metrics every dental marketer should monitor, and spotlight the tech stacks that bring transparency to your numbers. Discover how easy-to-adopt systems—like color-coded metrics sheets and automated call tracking—turn scattered outreach into a feedback loop for continuous improvement. With a practical roadmap and a focus on implementation, you’ll leave this episode ready to pinpoint what moves the needle for your practice and say goodbye to “random acts of marketing.”
What You’ll Learn in This Episode:* Why tracking ground marketing eliminates costly guesswork for your practice * The five key metrics every dentist and team should monitor for success * Smart tools—like CallRail and Google Data Studio—that automate and visualize your results * How to assign accountability and keep your team engaged in weekly metric reviews * Techniques to measure both short-term interest and long-term patient conversions * How post-event debriefs and feedback loops drive continuous improvement * Advanced strategies for analyzing conversations and refining your approach * Actionable templates and frameworks you can start using today
Unlock the full potential of your ground marketing—press play and start tracking what truly matters today!
Learn More About the Ground Marketing Course Here:Website: thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment
Sponsors:
CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! callrail.com/dentalmarketer
Click here for a special offer!
For more helpful tips, strategies, ideas, and marketing advice, join my weekly newsletter here.
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Why do some dental practices sail through technology upgrades while others struggle with stalled schedules and unhappy teams?
In this episode, we're sitting down with dental practice management expert Sadie Stewart to unlock the real secrets behind seamless tech integration in modern dental offices. Sadie delivers firsthand advice on choosing the right systems, sidestepping common pitfalls, and ensuring your whole team is empowered to use new technology. Whether you manage a solo practice or a multi-location empire, you'll take away practical steps to avoid bottlenecks, maximize your return on investment, and build a future-ready practice.
From building a bulletproof pre-planning checklist to leveraging AI-powered features you might be ignoring, Sadie’s insights will leave you prepared to not only survive—but thrive—through any technology transition. With actionable tips tailored for owners, office managers, and all team members, you’ll gain the confidence to approach tech upgrades as an opportunity instead of a headache.
What You'll Learn in This Episode:* Why focusing on a select few integrated tech providers can prevent headaches * The most common mistakes practices make during software rollouts—and how to avoid them * Ways to involve your whole team for a smoother, more successful tech transition * How to use AI charting and automation to enhance efficiency and profitability * Key questions to ask before investing in new dental software * Pitfalls of unnecessary tech upgrades—and how to measure real ROI * Trends in cloud vs. server-based practice management systems
Eager to future-proof your dental practice? Press play and let Sadie's strategies steer you in the right direction!
Sponsors:
CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: thedentalmarketer.lpages.co/carestack
Guest: Sadie StewartBusiness Name: Office SwellCheck out Sadie's Media:Website: officeswell.com
Instagram: instagram.com/dexis.sadie.stewart
Facebook: facebook.com/officeswell
(Reach out to Sadie to inquire about the "Pre-Planning Checklist"!)
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Ever feel awkward or pushy when contacting potential patients to book appointments?
Today we're learning about the under-appreciated yet pivotal role follow-ups play in turning potential leads into loyal patients WITHOUT being salesy. Many leads slip through the cracks due to insufficient follow-up, and we set the stage for a deep dive into this crucial process. We're covering three cornerstone principles of effective follow-ups: speed, frequency, and value, detailing how each principle can be harnessed to build trust and keep potential patients engaged over time.
We outline a methodical follow-up system, complete with detailed text message templates to engage leads right after an event and maintain their interest through a timeline of contact points. From quick follow-up to valuable, spaced interactions, we break down the patient journey into crucial stages—awareness, consideration, and decision—aligning follow-up strategies to each phase. Along the way, we learn how to combat common pitfalls like sounding robotic or procrastinating outreach, and underscore the human aspect—treating follow-ups as a fulfilling promise rather than a nuisance.
What You'll Learn in This Episode:* The vital role follow-ups play in converting leads into patients. * Key principles of effective follow-up: speed, frequency, and value. * Strategies for immediate, high-value contact to build trust. * A structured follow-up system with templates for ongoing engagement. * How to tailor follow-ups to the stages of the patient decision journey. * Common follow-up mistakes and how to avoid them. * The importance of maintaining a human touch in communications.
Hit play to discover actionable follow-up strategies that drive patient conversions today!
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
For more helpful tips, strategies, ideas, and marketing advice, join my weekly newsletter here.
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Ranking high on Google is great, but is that what really fills your appointment book?
Today we're learning how to transform your website into a patient-generating powerhouse with insights from Ali! Explore the hidden pitfalls that prevent practices from converting online visitors into booked appointments. Ali emphasizes the power of aligning with Google's best practices for SEO, focusing on key elements like mobile-friendly design and lightning-fast load times. Yet, techniques like these are just stepping stones; Ali warns that even the best digital strategies falter if your website lacks visual appeal or key information, causing potential patients to leave without a second thought.
Beyond technical improvements, this episode is rich with actionable advice on personalizing your online presence. Ali sheds light on the need for authentic photos of your practice, displaying patient reviews front and center, and ensuring seamless consistency across all marketing outlets. He dives deep into the importance of tracking patient sources and diligently following up on inquiries, a critical step that many overlook. Beyond theory, Ali shares practical tips that can revamp your conversion rates in just 30 days.
What You'll Learn in This Episode:* Strategies to convert website traffic into patient appointments. * Importance of mobile-friendly design and fast loading times. * The role of appealing visuals and comprehensive information on your site. * How showcasing reviews can influence SEO rankings. * Methods to track and analyze new patient sources effectively. * Steps to personalize and optimize your online presence. * Tips for significantly boosting web conversion rates within 30 days.
Listen now to learn how to make your website a powerful patient-attracting tool!
Sponsors: DocSites: Do you need a new website or marketing agency with no long-term contracts? Visit DocSites' website here and be sure to mention The Dental Marketer for $500 off! docsites.com
Guest: Ali SoufiBusiness Name: The DocSitesCheck out Ali's Media:Website: docsites.com
Email: ali@docsites.com
Phone: 818-616-3919
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
What's the secret to turning a robotic script into a powerful tool for meaningful connections?
In this episode, we unravel the art of customizing ground marketing scripts, redefining the way these tools should be used! Moving away from impersonal chatter, the focus is on creating genuine human interactions. With scripts designed to sound natural and sincere, we dive into strategies that build instant trust and adaptability, ensuring your outreach isn't just a pitch but a conversation that feels helpful. By highlighting the pillars of effective scripts—Personalization, Empathy, Flexibility, and Reciprocity—this episode provides insights and practical tips to enhance your communication strategy, regardless of the environment, from medical locations to corporate settings.
We explore the methodology behind profiling your target, understanding pain points, and tailoring your approach to align with the listener's needs. We'll dive into a step-by-step framework for creating scripts that foster real engagement. With techniques like using "you" language for personal resonance and role-playing to refine delivery, you'll learn how to craft a script skeleton that leaves room for spontaneity, ensuring your messages never sound rehearsed. As you practice and hone these skills, you'll gain the confidence needed to thrive in any interaction!
What You'll Learn in This Episode:* The fundamentals of customizing ground marketing scripts for authenticity. * How to build instant trust with personalized and adaptive communication. * Key pillars of script design: Personalization, Empathy, Flexibility, and Reciprocity. * Step-by-step framework for crafting natural and impactful scripts. * The significance of profiling your audience to tailor your approach. * Strategies to use "you" language for more personal conversations. * Tips for avoiding a robotic delivery through role-playing techniques.
Tune in now to discover how tailored scripts can improve your marketing conversations!
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
For more helpful tips, strategies, ideas, and marketing advice, join my weekly newsletter here.
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Are you feeling weighed down by your emotions in dentistry? You are not alone!
Dive into today's episode with Dr. Erik Fisher about the power of emotional specificity. Erik unpacks the profound idea that every emotion has a unique role and shows how our cultural perspectives on emotion can lead to cycles of power struggles fueled by fear. He draws a clear line between the imbalance of hierarchical thinking and the harmony achievable through equity, emphasizing that recognizing each individual's unique gifts is key to unlocking their potential.
We explore how these emotional insights can revolutionize a dental practice, touching on aspects like team management, patient interactions, and self-care. Erik talks about common emotional challenges like overwhelm and how it signals areas needing change rather than being purely negative. Using techniques to break down overwhelming tasks into smaller, manageable steps is one of many strategies we discuss. Unpacking emotions such as anxiety and depression, Erik reframes them as indicators of helplessness or hopelessness, providing pathways to better coping mechanisms. The episode is rich with strategies for practice owners to decode emotional layers within their teams, fostering improved decision-making and reducing employee turnover.
What You'll Learn in This Episode:* The purpose and impact of emotional specificity in life and work. * Techniques for understanding and managing emotions like overwhelm, anxiety, and depression. * The power of emotional awareness in team management and reducing turnover. * Practical steps to create a community-based culture within a practice. * Strategies for breaking overwhelming tasks into manageable pieces. * The role of equity and recognizing individual strengths in leadership. * Practical exercises to process emotions and enhance decision-making. * Viewing life experiences as opportunities for emotional learning and growth.
Press play to transform emotional challenges into growth opportunities both at work and in life!
Sponsors:CallRail: Say goodbye to missed calls in your office! CallRail's Voice Assist is an AI assistant that answers, captures, and qualifies inbound calls 24/7. Scale marketing beyond business hours and capture every opportunity. Request to join their beta program here!
Click here to test it out!Guest: Dr. Erik FisherBusiness Name: Dr. E PresentsCheck out Erik's Media:Website: drepresents.vercel.app
Emotional Algebra with Dr. E: podcasts.apple.com/us/podcast/emotional-algebra-with-dr-e/id1766115731
Influential U: influentialu.global
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Host: Michael AriasWebsite: The Dental Marketer For more helpful tips, strategies, ideas, and marketing advice, join my weekly newsletter here.
Join this podcast's Facebook Group: The Dental Marketer Society
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
What separates giveaways that fizzle out from those that make a massive impact on your marketing?
Imagine leveraging the power of a small gift to engage potential patients, gather valuable data, AND create win-win scenarios that cultivate loyalty and boost your return on investment (ROI). We'll explore how to craft giveaways designed not merely as free trinkets but as tools that drive specific behaviors like scheduling appointments or sharing experiences, solidifying your practice's place in the community's mind. Through proven strategies and real-life examples, you'll discover how understanding the psychology of value can turn a pointless giveaway into a potent marketing tool.
Join us as we break down the anatomy of a successful giveaway campaign, outlining the steps to ensure your giveaways evoke the desired response. Hear about the impact of creating urgency and reciprocity and how these elements underscore a robust ROI potential. We'll share scripted scenarios for effectively delivering your giveaways and end with essential tips on tracking and measuring success!
What You'll Learn in This Episode:* The strategic use of giveaways to enhance ground marketing efforts. * How giveaways can be structured to gather data and drive engagement. * Understanding the psychology behind value perception and action motivation. * Steps to design highly effective giveaways that yield measurable ROI. * Practical examples of successful giveaway campaigns in dental practices. * Tips for scripting scenarios to deliver giveaways effectively. * Methods for tracking and analyzing the success of your giveaway initiatives.
Don't miss out—tune in now to master the art of strategic giveaways for your dental practice!
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Mentions:Video Episode
Oryx
CareStack
For more helpful tips, strategies, ideas, and marketing advice, join my weekly newsletter here.
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
How do you know if you're caring TOO MUCH for others?
In this episode, we have Dr. Laura Brenner—a seasoned dentist and insightful career coach—to dive deep into the pressing issue of burnout in dentistry. Laura brings a wealth of experience to the table, having navigated her own burnout journey. She candidly shares the nuanced challenges that dentists face and outlines how setting firm boundaries can be the key to preserving well-being. Listening to Laura, you'll uncover the pivotal role self-awareness plays in managing stress and preventing burnout, and how dentists—who are often in service to others—must learn to prioritize their health too.
Laura doesn't just highlight problems; she offers actionable solutions. By encouraging dentists to dismiss troublesome patients, she advocates for a proactive approach to mental well-being. This episode also stresses the importance of reflecting on personal feelings and engaging in open dialogues with both dental teams and patients. By the end, you'll be equipped with practical tools to take control of your professional life and preserve your passion for dentistry.
What You'll Learn in This Episode:* How to address and prevent dentist burnout through strategic boundary setting. * The power of dismissing troublesome patients for mental well-being. * The importance of self-reflection in managing professional stress. * Strategies for open communication with your team and patients. * Techniques to protect personal time and energy effectively. * Laura's personal journey through burnout and the lessons learned. * Why personal development is crucial for career longevity in dentistry.
Take a break and join us for this insightful chat—it could change your perspective!
Sponsors:
CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! callrail.com/dentalmarketer
Click here for a special offer!Guest: Dr. Laura BrennerBusiness Name: Lolabees Career CoachingCheck out Laura's Media:Website: lolabeescareercoaching.com
Instagram: instagram.com/drlolabees
Facebook Group: facebook.com/groups/dentistsidegigs
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Host: Michael AriasWebsite: The Dental Marketer For more helpful tips, strategies, ideas, and marketing advice, join my weekly newsletter here.
Join this podcast's Facebook Group: The Dental Marketer Society
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Today, we’re sharing exactly how to get into the best farmers markets—and why these events can become a powerhouse for attracting new patients to your practice!
In this episode, we'll dive deep into strategies that turn passive booth visitors into engaged, long-term patients. We'll lay out practical steps to create an impactful stall, from choosing the perfect location to designing benefit-driven banners that capture attention. We illuminate the often-overlooked psychological elements of market participation—trust transfer, face recognition, and local loyalty—all key consumer behaviors that can elevate your outreach efforts. We also revisit specific staff roles—like the magnet, the messenger, and the connector—to boost engagement and facilitate meaningful conversations.
This episode breaks down essential methods for converting market attendees into clients post-event. We're sharing innovative offers for potential patients and unveiling tools for tracking leads and securing appointments effectively. With additional tips on identifying promising farmers markets and crafting the perfect pitch as a wellness partner, you'll gain valuable knowledge on navigating the application process. To round off the episode, we share how to take your marketing skills to the next level by joining the ground marketing course for a deeper dive into advanced scripts, strategies, and interactive workshops!
What You'll Learn in This Episode:* Proven tactics for powerful booth setup and location selection. * The psychology behind effective market participation. * Role definitions—the magnet, the messenger, and the connector—to maximize engagement. * Conversation scripts for addressing questions and overcoming objections. * Techniques for post-event follow-up and conversion. * Methods to effectively track leads and manage appointments. * Tips for identifying and pitching to ideal farmers markets. * Strategies for building local loyalty and trust.
Listen today to learn how to take your farmers market game to the next level!
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Sponsors:CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Click our link to start a free trial today! callrail.com/dentalmarketer
For more helpful tips, strategies, ideas, and marketing advice, join my weekly newsletter here.
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
What's the biggest trap that dentists fall into that kills both their profit and their passion?
Today we have a candid conversation with Scott Manning as we unravel the common pitfalls that dentists face in their journey toward a thriving practice. This episode strikes a critical balance between profit and passion, emphasizing that financial success doesn't have to come at the expense of compassionate care. Scott sheds light on the impact of prioritizing patient volume over quality interactions, urging dentists to refocus on what truly matters. Discover how vital metrics like average visit value and case acceptance rates play a crucial role in achieving a profitable yet rewarding practice.
Scott shares actionable strategies to boost patient engagement and streamline practice operations. Learn how to master comprehensive diagnoses, effective scheduling, and nurturing long-term patient health plans in your practice. If you're ready to make meaningful changes and see tangible results in your practice, this episode is a must-listen!
What You'll Learn in This Episode:* The dangers of focusing solely on patient volume. * Key metrics every dental practice should track for profitability. * Strategies for enhancing patient engagement. * How to optimize your practice operations for efficiency. * The importance of comprehensive diagnoses and long-term patient plans.
Listen now to discover strategies for a profitable and patient centered practice!
Sponsors:
CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Start a free trial today! Don't forget to mention The Dental Marketer sent you!) callrail.com
Click Here and mention The Dental Marketer for a special offer!Guest: Scott ManningBusiness Name: Dental Success TodayCheck out Scott's Media:Website: dentalsuccesstoday.com
Free Book: "The Four Freedoms of Dentistry" dentalsuccesstoday.com/the-four-freedoms
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Host: Michael AriasWebsite: The Dental Marketer For more helpful tips, strategies, ideas, and marketing advice, join my weekly newsletter here.
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Today we're doing a deep dive on how dental practices can seamlessly integrate into the school community and boost patient engagement!
This episode is packed with practical insights, detailing how to build productive relationships with local educational institutions—from preschools to high schools. You’ll learn the art of navigating the administrative ladder to effectively present your services to school administrators, PTA leaders, and parents alike. It's not just about making connections; it's about creating lasting value. We workshop compelling outreach messages and forming value propositions that resonate with teachers, students, and parents, ensuring your marketing efforts hit the right chord.
In addition, we'll guide you through the maze of legal and ethical considerations essential for a responsible and successful campaign. Discover advanced tactics to monitor and analyze your return on investment (ROI), ensuring your efforts are not just fruitful but transformative. Real-world examples provide a roadmap for building long-term partnerships that benefit both your practice and the schools.
What You'll Learn in This Episode:* How to effectively partner with schools for dental marketing. * Strategies for engaging with administrators, PTAs, and parents. * Crafting outreach messages that resonate. * Navigating legal and ethical marketing considerations. * Ways to create compelling value propositions. * Techniques for measuring and improving ROI from school marketing. * Real-world examples of successful dental and school partnerships.
Don't miss out—listen now to refine your school marketing strategies and grow your dental practice!
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Sponsors:CallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Start a free trial today! Don't forget to mention The Dental Marketer sent you!) callrail.com
For more helpful tips, strategies, ideas, and marketing advice, join my weekly newsletter here.
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Are you flushing money down the drain with SEO?
In this episode, Ali returns to debunk the myths surrounding SEO for dental practices and offers a candid lens into the world of effective online marketing. Instead of seeing SEO as an elusive, vague investment, Ali encourages dentists to view it through a strategic lens that demands understanding who manages their SEO, how it's done, and the tangible outcomes they should expect. With his pragmatic approach, Ali sheds light on the shadows of SEO, warning against common pitfalls like misleading metrics and the allure of hollow promises from some agencies.
Delve into the nuts and bolts of successful SEO tactics and learn why it isn't just about throwing money at a problem—it’s about smart execution. Ali emphasizes consistency in quality content creation, the necessity of maintaining a user-friendly website, and understanding that SEO shouldn't stand alone; diversified marketing is key. In this episode, Ali walks you through clear steps to optimize your content, pinpoint target areas, and enhance your website’s quality. And if you're looking for a professional evaluation of your SEO efforts, Ali generously offers a complimentary web assessment via DocSites.com, ensuring your SEO strategies are aligned and effective!
What You'll Learn in This Episode:* Why effective SEO is a strategic investment, not a waste. * The role of consistent quality content and user-friendly design in SEO. * Common SEO myths and traps to avoid in dental marketing. * How to diversify your marketing strategies alongside SEO efforts. * Step-by-step guidance on optimizing your website content and tags. * The critical importance of tracking new patient sources to measure SEO success. * How to evaluate the performance and transparency of your SEO provider. * Access to a free SEO web assessment that provides genuine strategic feedback.
Let's find out if your practice’s SEO is set up for success today; listen in!
Sponsors: DocSites: Do you need a new website or marketing agency with no long-term contracts? Visit DocSites' website here and be sure to mention The Dental Marketer for $500 off! docsites.com
Guest: Ali SoufiBusiness Name: The DocSitesCheck out Ali's Media:Website: docsites.com
Email: ali@docsites.com
Phone: 818-616-3919
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Other Mentions and Links:
Terms:
SEO - Search Engine Optimization
Tools/Services:
Wix
Squarespace
Google Maps
ChatGPT
Semrush
Products/Brands:
Invisalign
Research:
WebMD
Wikipedia
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Imagine turning casual event interactions into lifelong patient relationships.
In this episode of the Ground Marketing Series, we dive into a complete, actionable framework for dentists eager to expand their practices. I unpack the art of pre-event planning, setting intentional goals, and constructing an irresistible activation kit. Drawing on wisdom from marketing legend Seth Godin, we learn that storytelling lies at the heart of effective marketing. We'll cover the essential roles within an event team— the magnet, the messenger, and the connector—each playing a crucial part in generating and nurturing potential patients.
We'll discuss hands-on tips for booth presentation and interaction strategy. Learn how captivating signage and engaging team activities can drive your booth traffic through the roof! This episode brings to light the importance of crafting messages that avoid clichés and resonate with potential patients. Discover key metrics to gauge your event’s success and develop an adaptable, scalable marketing system that ensures no opportunity slips through the cracks.
What You'll Learn in This Episode:* Strategic steps for effective pre-event planning for dental practices. * The pivotal roles each team member plays in a successful marketing event. * Techniques for creating engaging, memorable booth experiences. * Essential do's and don'ts to maximize your event's impact. * The art of immediate lead follow-up and team evaluation post-event. * Insights into metrics and tools for tracking and optimizing marketing efforts.
Get ready to transform community events into powerful marketing victories—tune in now!
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Sponsors:CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: thedentalmarketer.lpages.co/carestackCallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Start a free trial today! Don't forget to mention The Dental Marketer sent you!) callrail.com
Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! thedentalmarketer.lpages.co/oryx
Other Mentions and Links:
People:
Seth Godin
Groups:
Chamber of Commerce
Rotary Club
Tools:
Eventbrite
Google Forms
Jotform
Mailchimp
ActiveCampaign
Google Sheets
Airtable
CareStack
CallRail
Oryx
Businesses/Brands:
Invisalign
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: leveraging community events for maximum impact. This is gonna be the step by step guide to making an unforgettable impression. At local events and converting it into real growth. Now, community events aren't just about handing out freebies. They're a powerful system for relationship building, trust marketing, and establishing your practice as the go-to in the neighborhood.
Seth Godin said, marketing is no longer about the stuff you make, but the stories you tell. But here's the kicker. To win at these events, you need more than a table and smiles. You need smart systems, a team with purpose and follow up that drives revenue. I cannot tell you how many times I've gone to events where I'm either just an attendee or I'm a vendor.
it's almost like a pet peeve of mine where I see so many things going wrong. It feels like, oh man, this, employee who's hereis the wrong employee. You're doing the wrong things. You're just not feeling it. And you can see the mistakes.
You can see almost the opportunities lost in every single minute almost,not just every single interaction, every single minute that they're there. So this episode. Definitely it's gonna be a, game changer for you because you're gonna realize a lot of things that maybe you've been doing wrong or a lot of things that you could be doing better.
Now this is real data why this works. 43% of patients only visit the dentist once a year. 27% go twice a year. Events help turn rare visitors into loyal patients, okay? They see you, they talk to you, they engage with you, they interact with you. They're more likely to go with you. 59% of dental practices rely on front desk staff for marketing.
Your team needs training to represent you well at community events, so it's not just like, Hey, let's all go out. The whole team has to go out. They need to be trained. 77% of patients prefer online booking, but only of practices offer it. So your event setup should promote real time scheduling.
Don't let it get lost in the weeds where maybe you are booking people on the spot, maybe you have a specific software right, and you're booking them on the spot, on the iPad, and then you book them. And then you notice when you get back to the office, it's triple booked double book, and it's not cohesive.
Don't lose people like that because I cannot tell you how bad it will be if you have to call that lead back and say, Hey, you know, the time you booked doesn't work. Can I put you in another time? First you gotta get them on the phone, try and find them, try and reach them, right? But you most likely will.
And then from that point on, gotta convince them to, to change. So no email marketing, ROI is 44000%, It's huge. Capturing emails at events is high value. If you can capture phone numbers or even text them even better, right? So here's a step-by-step guide, step one. This is crucial pre-event planning.
This is the foundation phase, so choose the right events 90 days in advance if possible. Easy breezy. How to do this. You look for events where your ideal patients already gather. You look at PTA meetings you hear word of mouth where they're going, they're doing.
Farmer's markets, events in the Chamber of Commerce calendar and the rotary, club calendar, school health fairs. You just ask for events, right? A lot of apartment complexes have events, community center, senior homes. You can even use platforms like Eventbrite Facebook parent groups, Facebook groups in your community.
And like I said, chamber of Commerce right now, here's a pro tip. If any of these events, you decide, Hey, I really want to go to them, try to attend first as a guest. Observe the crowd flow, the booth engagement and the vibe before you commit. And then you can go. A lot of the times in the ground marketing course, I teach you how to do this and how to actually get fantastic referrals and partnerships, but new patients without ever participating in an event.
Meaning like without ever being a vendor, you're just there. But if you're like, oh my gosh, the booth engagement is fantastic, we gotta be here, we gotta support. Yeah, definitely continue to pursue that. Right now you wanna set clear measurable goals. So example targets. These are examples, right? I want to collect 75 emails or 75 contact information.
I wanna book 15 appointments on the spot. On site, and I wanna generate 200 plus impressions in the community. That means 200 plus people know about us, we've handed out. Something specific to them, they know about us. And then now you wanna work backward from your goals. Reverse engineer. If your team can engage 20 people per hour, plan your booth design game, call to action accordingly.
Okay? You wanna design it that way? It doesn't just happen that way. For example, let's just say it's a huge event and only one person's available and they're going, they're setting up, they're doing it all. They're at the booth, they're talking. right?
You're not gonna get everything that you want. You're not gonna get 200 email contacts or contact information or 200 leads because it's just one person. So you gotta, adjust accordingly. Now, you wanna design portable activation kit. The whole system for this, the actual layout, pictures and everything is in the ground marketing course.
Like I'm gonna tell you right now, you don't need flash. You need systems that trigger interaction and capture data. That's it. I've never been too over the top or over fancy with it. I've seen a ton of boots like that, and that's great. That's fantastic. But in this episode, you're gonna hear what's most important and what you need to invest more in on than being off lash right now.
What you're gonna want in this portable activation kit is branded tablecloth and banners. With your logo, maybe a game if you like, right? Like a spin to win or a Plinko board. IPads with intake forms, It can have Google forms or jot forms or a signup sheet. I still do the signup sheet, but it's up to you, You can have the iPads with linked to your practice management software. I know Cares Stack and orx do it fantastically. Great booking portals on there. Then obviously lead magnets, right? Pre kids, dental, emergency guides, or all the freebies you want to give out that are in there, hygiene kits, information flyers, things like that.
So that's step one. Okay? The pre-event planning Phase A, you're gonna choose the right events 90 days in advance, if possible, or just in advance, right? You don't wanna go on the calendar and say, oh, snap, there's an event tomorrow, let's make it happen. No. Take time to plan ahead. B, set clear and measurable goals crucial.
Have to have measurable goals. Never once did I go out and say, let's just see how many people we sign up. No, in the moment, you're gonna be like, oh, you know what? This is not that good, or whatever. You're gonna get in your head and you're gonna just sign up. Five people. You gotta have clear, measurable goals and say, okay, you know what?
From here we're gonna do 75, and that means you're gonna put in the work to get those 70 fives while you're there. Right? Be set. Clear measurable goals. See design a portable activation kit, like I told you, cable tablecloth, banners, maybe a chair if you like. spin the wheel, whatever freebies you wanna give out, and something to sign up people on.
Okay, step two is the booth strategy. So make it magnetic. This step is all about stopping people in their tracks. Creating a magnetizing presence and turning curiosity into conversations. Most booths are background noise. Yours should be the events gravitational center. So what you wanna have is a solve a local pain point with words that actually work.
I'm gonna give you three examples of what not to say anywhere in the booth. Hey, we're accepting new patients. No. That's so long ago. Don't ever use that again. Two, come get a free toothbrush. Nope, throw that out. Three. General and cosmetic dentistry. Throw that out. These are vague, they're overused, and they don't spark emotional or practical urgency.
You want to craft micro messages that solve actual local problems. For example, could be a pediatric practice. You can say. Somewhere in the booth, right? Struggling to get your kids to the dentist without a meltdown. Ask about our no tears visits. Why this works. It uses parents' pain point tantrums, and stress.
It includes emotional relief. So no tears. And it's specific. It's not generic. Here's a cosmetic example. Want to boost your confidence before your next big event. Ask about our mini smile makeovers. Same pain points that attacks the next one. Busy parent example, no time for dental appointments. Ask how we get families in and out under an hour.
Boom, ate and insurance neighborhood example. Confused about your insurance. We simplify it and yes, we take yours. Boom. This one right here, members have used, I got this one from members. Fantastic. I'm gonna say it again, confused about your insurance question mark. We simplify it and yes, we take yours and the exclamation point that one does fantastic.
And you can have like a sandwich board in front of your booth and have that on there, right? These examples, these sayings. Now pro tip, print your core message in large text or on your banner, right? And have every team member memorize and repeat it naturally. So have these banners with these messages on there as well.
But like, what I like to do is to have a sandwich board, right? Just in case it changes up. I don't have to get a new banner for every little thing. Now that was a right. A, is solve a local pain point with words that actually work. B. Grab attention within three seconds. Why? Well, The average event goer decides in under three seconds whether or not to approach your booth.
So you must stack the deck in your favor with visuals. Motion, sound and simplicity. Use a high visibility game, right? Why? ' cause movement plus potential reward equals attention. Examples are spin the wheel, right? Each wedge is a prize. Maybe free whitening, something specific
In one of our live ground marketing workshops that we had this past month in March, 2025. We dove deep on incentives. So if you're a member of the ground marketing course, definitely go check that out. But that is gonna be an episode for later on. In the ground marketing series.
Now you can discuss the incentives with your team. See what you want to give best Plinko board, right? It's nostalgic, it's fun and easy to brand with dental punts. you can do a mini basketball hoop or ring toss. These are especially effective for family events and kid heavy areas. Now the signage above the game should read the incentive.
The incentive only, Not all these instructions, not the name of your practice and everything you do. No, just win free whitening, spin and win. Everyone gets something. Play for a free gift, right? That's it. That's all it should say. Important point here is to display what prizes are available.
are drawn to visible rewards. Keep them attractive, but within budget. Whitening, goody bags, water bottles, gift cards, whatever you decide as an incentive, have that out on display. Have standing team members outside of the booth avoid the mistake of sitting behind the table. Always. Instead, place the magnet.
A few steps in front of your booth. Now I know what you're thinking. What is the magnet? We're gonna discuss that a little bit further down. On the roles of who they are. But the magnet is someone, it's a person you wanna put them out and about, right? Train them to use eye contact, hand gestures toward the game prizes, and an enthusiastic opener.
Something like this. Hey there. Hey, grab whatever you want. It's all free. The one that works the best, the one that I always use hands down, never fails is, Hey, grab whatever you want. It's all free, and that's it. I just stay quiet after that, and then they come and then boom.
The further out a person stands without blocking walkways, the more psychological welcome they create. That's a pro tip. You can use t-shirts with a hook as well. These are walking, talking billboards. Don't just put your logo, use a question or statement that invites curiosity. Here are examples that you can use to put on your t-shirts.
Ask me how we make kids love the dentist. Ask me about free whitening Fridays. I can get you out of pain fast. Your smile deserves this. Those are examples, right? Or like I said, you can do the Medicaid example one. And yes, we do take yours, right kind of a thing with insurance. So assign different shirt slogans to different roles.
There's gonna be three specific roles, and we'll discuss that in a little laterin this episode. Now the three second layering formula to ensure people engage with your booth within three seconds. This is it. There's a visual element, and then I'm gonna discuss the purpose. So the visual element, bold banner, purpose.
Communicates core offer or pain point. Visual element. Motion game purpose creates eye catching interaction. Visual element, a friendly greeter. Purpose builds trust, initiates engagement, visual element, branded t-shirts. Purpose reinforces message and makes team approachable. Visual element giveaways displayed purpose creates curiosity and visual incentive.
Now, the common mistakes to avoid is too much text on signage. Keep it short. Five to seven words max per message. That's including the sandwich board. Passive team members who wait for people to approach. Oh my goodness. This is, I had a. Dime for every time I saw this, this is a humongous mistake.
Passive team members who wait for people to approach do not be that person. Do not have anybody like that on the events. Okay? Third, boring swag. Ditch the basic stuff sometimes unless it's branded and bundle it with a compelling offer, right? But remember, whenever it's at a booth, you want it all.
Decompartmentalize. You don't want everything in a baggie. Convenience is not the name of the game When you're at an event, the name of the game is for them to come and chat and sign up, That's what you want them to do. You don't want them to just grab a little baggie and go and say thank you and buy.
You want them to be there and shop around, talk, and then finally over cluttered tables with no clear flow. So you don't want it to be over cluttered. You want to have a system in your table. In the ground marketing course, I show you exactly how to do that with just a regular hygiene kit.
I don't do anything over the top or too flashy. Now, there's been many, many great examples of this, but I'm gonna give you an example of a member of ours. It was at a local PTA carnival. It was a pediatric dental office, and they use a spin to win, no cavity club prize wheel. T-shirts said, no meltdowns, no tears.
Just smiles. And a team member who shouted, You wanna win something your kids will actually love? That's all they said. Hey, win something your kids are actually gonna love. Come on in. Come on in. They collected 112 contact information, so point of contacts, 112, booked 27 appointments immediately, and had a 74% show rate over the next two weeks.
All from one. Afternoon. That's just one afternoon. That's amazing. So that's what you wanna do when it comes to be right. Grab attention within three seconds. Now here's the key C rolls and flow. This is the, that you're gonna have for the events. It's your triple threat event team. So instead of calling everyone helpers, give them roles with clear purpose.
The first role is The magnet. Where are they gonna be? Right outside of the booth. Right next to the booth. They're just not really standing right behind the booth the whole time. They could once in a while, but they're outside of the booth and their role. Is just to say hi to everyone in the most bubbly way.
Attract and invite foot traffic, right? Their script. Get ready for this. If you can write this down, it's, Hey, grab whatever you want. It's all free. And that's it. That is their script. the work that they're gonna have to do honestly is hold themselves back from saying too much. Because that can kill the curiosity of the event goer.
All you wanna say is, Hey, and then wave your hand, right? Like If you can see, if you're watching this on YouTube, you can see me wave my hand. Hey, grab whatever you want. It's all free. And then point to everything that's free at the booth that's it. Have them draw closer to be like well, what's all for you?
What is all you're not gonna answer? That they're gonna answer that themselves with their eyes and when they go to the booth. So that's it. That is the script. Hey, Grab whatever you want. Come on over here. It's all free. Don't, oh, and the toothbrush is free. And then the floss is, no, don't do any of that.
Just say it's all free. And then have them come over. That's it. And you get the next person. The next person. Right Now the next role, the next person. Your team is the messenger. They are inside the booth. Okay. I like to say that instead of behind, but they're inside the booth. Their role is to have these conversations, answer questions.
If somebody's in there, like opening their mouth and saying, why do I have sensitivity here? Can you see? And then they're engaging, their role is signing people up. Also, the magnet could be signing people up too. Just in case it gets too busy. That's why I say they're outside of the booth sometimes.
But if they see that the booth is popping and it's packed, now the magnet has to go behind the booth and sign people up while the other person is talking to everyone else, right? They're engaging with the person. So the magnet kind of has two roles. They have to have their eyes on that booth.
Now the messenger, their role is to educate, answer questions and point visitors to sign up. Hey, yeah. what we're doing this month is we're signing up everyone, blah, blah, blah, blah, blah, right? This month we decided to partner up with this business, and what everybody's doing is they're giving us their name and number, and I personally will give you a call.
What's your name? And then you continue to sign them up. That's the messenger's role. They're behind the booth. Honestly, everybody in your team should probably never be sitting down, even, even in a lull, right? they're standing, they're engaging, they're doing things.
So that's the messenger. Remember now you have the magnet. They're outside of the booth. The messenger is inside of the booth, and now you have the third team member. The connector, okay. Their role, they are walking around the event to the vendors, to the other vendors. Their role is to build relationship with the vendors, the organizers, the schools, the small business owners, every other booth there.
And the people who are in charge of the event. Their role is to get their business information to sign people up on the spot. 'cause remember those people the, at the booth, the vendors at that booth, they're most likely not walking around. You have someone walking around, you have someone signing them up.
You have someone collecting their business information, building rapport so that tomorrow you can go to their place of business and get the rest of the employees to sign up, maybe do a lunch and learn, maybe have some type of collaboration or program that you can do just for them. That's your role. Okay.
The connector's role is to go out to the vendors and sign up the vendors. 'cause most likely they're not your patients, so they can come on it. And then you're collecting their business information so you can go to their place of business and execute more strategies, ground marketing strategies, and build great partnerships with those businesses.
So there's three, right? The magnet just outside of the booth. The messenger, they're inside of the booth and the connector, they're walking around. Creating partnerships with the other vendors and the organizers. Got it. Awesome. So then step three is you're gonna offer a design from freebie to the front door.
So your goal is not just to give things away, it's to trigger interest, build reciprocity, and create momentum that gets people to book, show up and become long-term patients. This step turns the booth from a passive branding tool into an active patient convergence system. So a, you want to create a compelling ethical incentive.
Forget free cleanings, right? It's overdone, undervalued, and invite slow commitment window shoppers. Instead, craft layer tiered offers that feel exclusive and valuable requires something in return. And reinforce the long-term value of your practice. Now, I'm gonna give you an example. This is for adults.
The offer could say, Hey free first Invisalign session and take home whitening kits, Or you can say Free smile consultation. Plus take home whitening kits. Then you can put on the bottom. It includes examine x-rays, custom smile assessment and a whitening kit must attend appointment rate and then continue why it works.
Whining is seen as a cosmetic bonus, not a fix. It also positions your practice as cosmetic forward and modern, and it's easy to tie in with Invisalign or SMILE design conversations for kids. Your offer can say, join our no cavity club. The entry into your monthly, quarterly raffle prizes, could be like toys, ice cream, gift cards, electric toothbrushes, right?
So that's part of the no cavity club. You always get prizes and then you also get free dental prize bags, right? Branded floss stickers and cool kids swag, all that other stuff. So your enter to win in a raffle all the time if you're part of the No cavity club, to win a huge prize. And then you're also, get, you know, like hygiene kits.
But. Rebrand it, call it something different. That way it feels more exclusive and it works because parents love recognition programs for kids. It adds community and reward structure and it gets families emotionally invested, inre care and return visits. A pro tip for this is display a poster at your booth with last month's winner and a real kid photos with permission of course, that always works when you actually have proof, right? Hey, this is the last month's winner. Especially if it's a community event. People will, Hey, I know that kid goes to, he's my best friend, right? Or all these things, they'll feel more inclined or families. You can offer a smile makeover giveaway.
One entry per household. One winner gets a full consult with digital smile design and bonus prizes for all entries, right? Small gift bags. Et cetera. Right? And it works because it's aspirational. People love the idea of a transformation. You collected dozens or hundreds of leads and create cross selling into whitening, ortho, and cosmetic options whenever you do a raffle.
Real quick, I wanna mention something. Don't ever have just one winner. Everyone should win something, right? So always plan that you want people to come in. Not just give you a bunch of names and numbers and say, oh man, they all wanted to win, but they didn't make everybody a winner. Now with, visuals, the offer type and the suggested sign copy, this is how it should stay on your booth, right?
So let's just say you're offering whitening. You should say, Hey, free whitening with your first visit. Ask us how. The no cavity club kids can win big. Join the No cavity Club today, right? Smile makeover. Want a new smile? Enter our makeover giveaway. Make these signs bold, easy to scan in under eight words, right?
Don't make it too wordy. You can add scarcity and urgency. Even the best. Offer false flat without psychological triggers, scarcity and urgency. Create fomo, which drives people to act now instead of later. So you can have a whiteboard or a flip chart at the booth nine Invisalign spots remaining.
13 whitening kits left today. You can even have a countdown timer on an iPad screen and say, next free whitening session giveaway is in five minutes. Right? People will, wait at your booth until they can be the first one to do it. If you do catch them waiting to be the first one to do it, make them feel like a VIP and say, Hey, you know what?
You ain't even gotta wait. I got you in right now. Are you gonna be available Monday? I'll even put you on the schedule immediately. Boom. You'll make them feel special, important, and they're gonna show up no matter what. And you can also have a physical prize board, right? Cross out slots as people win or book, right?
Oh, we only have 12, 10, 11, 13. And verbally, you can yell out, you know, we only have 10 whitening kids left, so grab one while they last. The smile makeover drawing closes in two hours and turn out to be included. We only block five Invisalign day specials each month. You want one right.
And it works because it makes them feel exclusive. Not everyone gets this. You're one of the few. It's simple. It's super easy. It takes 30 seconds to sign up and scarcity, only a few left. Once they're gone, they're gone. And you got one. This trifecta bypasses analysis paralysis and motivates decision making on the spot, even from skeptical attendees.
So that's gonna be fantastic to utilize. Now, here's the key. Mainly one thing post event follow up. This is where the ROI is made. This is one of the final steps, you wanna segment and nurture leads within 48 hours. So sort your context right from hot. Those are the ones that are booked or very interested to warm.
They were curious or maybe they weren't committed and then cold. They just entered a raffle. Now tools you can use is,a lot of our members use Cares Stack or orx or their practice management software right, to see the appointment follow up. You can definitely use that. I know Cares Stack and Orx
sponsor the podcast. So if you ever needed a couple months for free to utilize them, definitely go in the show notes below. It's not gonna be in the first link in the show notes below, but scroll a little bit down you can click on their deals that they have for you if you are interested in.
Cloud practice management software, an all in one cloud practice management software that a lot of our members utilize that they can just put on their iPad and then they can schedule on the spot. So it's pretty fantastic. You can also use MailChimp or, an email system, like Active Campaign or anything like that.
You want to use these tools to know, okay these, are booked appointments. Cool. Awesome. And then these were other people that just entered for a raffle and they're cold. Or maybe they're warm and you wanna retarget. So post event recap, right? Maybe you're saying We met 150 plus amazing families this weekend.
If we missed you, our event special is still Available. Click below to book. You want to do that? Send it out to your actual cold leads and maybe even send it out to some of the patients you haven't seen in a while that you know, they're in their community because this will make them curious.
See what it is, what are they doing? Oh man. What was the special that was happening at the event? Oh, cool. They're participating at the community. So now you're not just targeting, the people who were at the event. You're also targeting people who you haven't seen in a while. So definitely do that, and then you can use the same photos and text or emails so they recognize your team and so forth.
Now, for hot leads, call within 48 to 72 hours. I mean, As quick as possible. Offer a warm, friendly touchpoint and a clear call to book if they haven't booked yet. So that means if they signed up, they put their name, number, and you said, I will personally give you a call to get you on the schedule this week.
now's the time to call them. Be warm, friendly, and then get to the point. Just give them options. Don't say when are you available? No. Give them options one to two that they can schedule. Now, step five. Here's the big major part you wanna measure and optimize. This is gonna to be everything for you.
This is the difference between a random act of marketing and a repeatable system that builds wealth. Community events are only profitable if you can measure exactly what you gain from them. Identify what's working and scale it and eliminate what's not, and save time, energy, and money. track these metrics.
Every time without exception, you need to quantify both the top of funnel, that means leads and engagement, and the bottom of funnel appointments and production. Here's what to track. Okay? Leads collected. So total number of new contacts. Who gave you permission to follow up? That means emails, phones, or booked
Both Total and source. So if they were booked at the event, track it. If they were warm, they gave you the info, track it. If they were only raffles, track it. Like I said, you can use Cares Stack or Orx their forms that you can use directly on iPads or if you want, you can sync Google Forms to your CRM, right?
But tag the event source. So these leads are trackable in future campaigns as well. So that's number one. Leads collected, track it, two appointments booked. Number of appointments scheduled on the day and within the following seven days. So breakdown by onsite bookings, maybe let's just say it was 20 post event bookings via email or text message.
And then you wanna track the show rates. Why this matters. This is your true conversion rate. Don't just measure interest. Measure action. Like I tell you before, your practice management software, they may let you segment by source and measure, show rate versus no shows and then revenue generated.
Now this is within 60 days total treatment, accepted and paid from patients who came from the event. You don't want to wait six months to evaluate ROI look at hygiene visits, emergency treatment, accepted whitening, or ortho starts, and follow up family bookings. Set up event lead as a referral source in your practice management software, and then run a report after 60 days with that filter.
Right now, cost per lead, the formula is total event costs, plus number of quality leads. So example is, let's just say the booth fee was $400. Materials is $300, the total 700, but leads collected was 105. Cost per leads are $6 and 67 cents.
Why this matters? It helps you compare this event's efficiency against others. Other things as marketing such as ads, mailers, et cetera. Sometimes you don't have to, majority of the time, I wanna say at least like 80 something percent, you don't have to pay for a boothymaterials, you're gonna get them anyways to hygiene kit in the ground marketing course.
I show you exactly how to do all of this just with hygiene kits. Your cost is super low. What I just said right now, the example the booth V $400 materials 300, that's a lot higher. That's a lot higher than I've, ever really done. But we're taking it there because I want you to see the potential.
five is return on investment, right? So the formula for the ROI is revenue minus cost. Divided by cost. So the example is revenue generated is $4,000. The cost was $700, like the example we said. So 4,000 minus 700 divided by 700 equals 4.7. So 470% was the ROI. Now this matters because you'll know exactly which events to repeat, which to drop, and which to scale with confidence.
Not every event is gonna be a banger. Some events are gonna be like, okay, you know what? We did get a good amount. It's good to, for us to continue that, you know, every quarter and some events are gonna say, oh my gosh, we have to do more. We have to invest more. And that, that we've gotten an incredible amount.
Let's back them up. Let's see if we can create our own event with them. And then some events are absolutely fantastic, but they only host 'em once a year, right? Like employee benefits fairs or school events and things like that. But at least you know it's fantastic.
The ROI is great and you're locked in for years and years to come. Tool options, right? You can collect these leads with an iPad, Google Forms or Cares Stack, right? Appointment tracking, like I said, you can use. Your practice management software, if you're looking for a new one, like I said, cares Stack and nor sponsors our podcast.
So definitely check them out. You get an exclusive discount, and you can check 'em out for free too. Revenue by Source. You want to collect reports right on your practice management software, the metric ROI tracking. You wanna use custom Google Sheets or Airtable or just a way to collect the ROI and then dashboards.
You wanna have insights so you can do that with. Your practice management software. I know if you have Cares Stack, I think it's smartview. And then orx is Orx Insights. But you can utilize whatever practice management software you want to utilize,something that will help fantastically with the leads collected appointments booked, the revenue generated.
An easy way to track this you can use a software called CallRail. their new sponsor for the podcast. And they're fantastic at what they do. So for example, they have call tracking conversation intelligence. So they transcribe all your calls. And something I think is cool is they convert assist, so they convert leads with AI powered next steps.
Coaching and follow up messages. So they'll literally highlight, okay, they were looking for this is a trend we see that all the leads want in the community. Or maybe my tone wasn't the best or what I said, I fumbled here a little bit too much. And that's what caused them to be disengaged in the conversation on the phone or whatever.
Right? But primarily they track. lot of great things. So I would definitely use them when you can, not only to figure out how many leads are coming in, where they're coming in from, if they booked appointments, but at the same time see the conversation, see the trends and so forth. And then on top of that, you know, you can track everything else.
So if you want, you can check them out for 14 days for free. So what I would do is on your next event that you have coming up, enroll for the 14 days for free. Then after that in your debriefing meeting, okay, let's look at the hot leads, look at all the data generated from Call rail and see where you guys are.
if there's any cracks leaking, where you can glue them when it comes to answering the phones converting them, getting them in the practice and so forth. And how many leads came in. I mean, Call role makes it super easy. But definitely I'm gonna put a link in the show notes below if you wanna.
Check them out. They help with everything like that, with ROI, tracking, appointment, tracking leads, collection, even improving your front office skills and phones, right? So, Yeah, I do that. Check out CallRail or if you want, you can use Google Sheets or whatever practice management software, system you have, and try to, you know, maneuver it that way.
and the key is to debrief after every event. So within 24 to 48 hours of the event, gather your team for a 15 to 30 minute huddle.
This is where all the magic happens. This locks in wins, identifies flops and builds your repeatable event engine. Ask these seven questions. What worked extremely well? Not what worked. What worked extremely well? Scripts, offers, games. What got the most attention? Did the magnet, the messenger, the connector shine?
Who shined the most? what worked extremely well? Question number two is what flopped or fell flat? Was there a prize that wasn't exciting enough? Did anyone get confused about the offers? Three. Did people understand our messaging immediately or did we need to explain things over and over?
Four? Was there any downtime? Track the busy times or slow times, right? For future booth placements, sometimes it's a popping event. Where you decided to set up is not popping. It's not that good. It's in a dead spot of the event. So that's something to keep in mind. Was there any downtime? Five. What questions came up repeatedly from attendees?
This reveals content gaps you can fix with signage or handouts. Six. Did any tech or process slow us down? iPad glitches. QR codes didn't load. You know, you wanna fix that immediately. And then seven, how did each team member feel in their role? That's probably one of the most important because they're gonna be your main ones, right?
For this whole thing to be successful. So they have to feel super comfortable. And then you wanna build a post event template and you can use a format. Now we do have this format in the ground marketing course. It's for all our members. So if you're remember and you're listening, definitely go check out that format.
Download the post event template so you can use it, utilize it all the time. And go from there. If you're not part of the ground marketing course, definitely enroll. I'd love to see you in there. You can go in the show notes below. It's the first link in the show notes below, and you can check out everything that's inside of the course and we continue to add to it all the time.
But you wanna continue to do this, track it. Do a post event huddle, repeatable growth engine. That's what this is gonna be. Once you do this three to four times, you'll have a playbook of top performing offers. You'll have a refined booth strategy and a trained team that knows how to execute without micromanagement, and most importantly, you'll have a predictable new patient system.
Awesome. So if you have. Any questions or concerns, please feel free to reach out to me on this. But the best way to reach out to me, especially with ground marketing, is being a member of the Ground Marketing course. You can go in the show notes below, click on the first link in the show notes below to check out more, and roll into the course and see everything we have to offer you.
And thank you so much for tuning in. I'm excited to see you in the course. And for the next episode. It's ground marketing at schools. What you need to know, we're gonna discuss how to approach schools and offer value to teachers and parents. Alright, thank you so much for tuning in.
We'll talk to you in the next episode.
Are you a new startup owner ready to dodge common pitfalls and steer your practice toward success?
Join us today as we walk through the inspiring journey of Nishant Pandit, a visionary in dental business development. From dental school in India to impacting the U.S. practice management scene, Nishant's experience is as diverse as it is practical. Listen as he shares his professional growth, discussing the pivotal steps he took to launch Atlantic Medical Supply and his own consulting company, Built Easy Solutions. Nishant guides us through the intricacies of managing and growing dental practices, emphasizing the necessity of proper staffing, strategic cost management, and effective marketing techniques.
Nishant doesn't just stop at the basics; he unravels advanced insights into the industry. Discover how integrated practice management software like CareStack can revolutionize your practice's efficiency. Learn why robust HR policies and compliance measures are not just formalities, but essential to operational success. Listen to negotiation tactics with insurance companies, methods for minimizing overhead, and the art of budgeting for dental supplies. Whether you're struggling with no-shows or seeking to streamline patient scheduling, Nishant offers his expert strategies to enhance every facet of practice management.
What You'll Learn in This Episode:* Key strategies for effective staffing and cost management in dental practices. * Benefits of using practice management software like CareStack. * Importance of comprehensive HR policies and compliance measures. * Tactics for negotiating improved fee schedules with insurance companies. * How to budget efficiently for dental supplies and manage overhead costs. * Strategies to reduce no-shows and streamline patient scheduling. * The impact of continuous learning through networking and educational resources. * Ways to develop a flexible, long-term strategy in a dynamic industry.
Let's dive into Nishant Pandit's startup strategies today!
Sponsors:
CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: thedentalmarketer.lpages.co/carestack
Guest: Nishant PanditBusiness Name: Built Easy SolutionsCheck out Nishant's Media:Atlantic Medical Supplies: atlanticmss.com
Built Easy Solutions: builteasysolutions.com
Phone: 848-247-8014
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Other Mentions and Links:
Tools:
Google Chrome
Google Ads
Meta Ads
YouTube Ads
Businesses/Brands:
DentalXChange
Primescan
UPS
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Feeling like rejection is closing doors on your ground marketing efforts? What if it could be your secret weapon instead?
In today's episode of the Ground Marketing Series, we're exploring the misunderstood realm of rejection, redefining it as feedback rather than failure. Through a blend of down-to-earth examples and actionable tactics, we're learning how practice owners and marketing teams can convert rejections into golden opportunities. Drawing from personal experiences, we demystify the reasons behind common rejections—from automatic no’s by gatekeepers to the fear of change among decision-makers—equipping you with the insights to turn these hurdles into stepping stones.
We'll unveil effective strategies like the "Coffee Drop" and "Customer Referral Play" to thaw the initial frosty interactions with potential partners. We'll dissect typical rejection types, providing countermeasures and a strategic three-step framework for cracking the "no" code. Each rejection, whether reflexive or cautious, is navigated with a value-first approach, ensuring a positive relationship. Wrapped with a real-world case study, this episode reaffirms the power of persistence and strategic finesse in transforming every negative into a partnership in ground marketing.
What You'll Learn in This Episode:* How to interpret rejection as feedback, not failure. * The common reasons why marketing efforts meet resistance. * Strategies like the "Coffee Drop" for connecting with gatekeepers. * How past experiences influence current rejection responses. * Techniques for maintaining relationships despite initial rejection. * A step-by-step approach to counteracting different types of "no." * Insights into crafting value-oriented propositions. * A real-world application through a detailed corporate case study.
Press play and let's learn how to turn every "no" into a strategic partnership opportunity!
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Other Mentions and Links:
Organizations:
American Marketing Association
Harvard Business Review
Businesses/Brands
Walmart
Salesforce
McKinsey & Company
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: Overcoming rejection in ground marketing.
Now rejection is not failure. It's feedback. Every rejection in ground marketing is a data point that tells you something about your approach, your value proposition, or your target audience. And the biggest mistake practice owners and marketing teams make is personalizing rejection, rather than seeing it as an opportunity to adjust, refine, and improve.
So let's talk about the real reasons rejection happens in ground marketing. Understanding rejection at its core removes the emotional stink and allows you to adjust strategically. So that's why we're gonna get down to the real reasons first, number one, and this one is huge. It happens all the time.
Gatekeepers are trained to say no. Now this is a statistic from the Harvard Business Review. 90% of cold approaches in sales and marketing are met with an initial rejection because gatekeepers have been conditioned to filter out non-essential interactions. So they've been trained on the interactions what they need to do.
And anything else besides that, they're just trained to say no, they don't wanna mess up, And a lot of the times in ground marketing, I wanna say this is like above 90%. The reason you get no is 'cause of this. Mainly because you're speaking to the wrong person first and foremost.
So if you do your strategy or your script and you talk to the gatekeeper, They consider that interaction most likely a non-essential. They're like, I don't know what's happening. What do I do? This is above my pay grade. No. I think I've spoken about this in the past many times, but.
I remember when I wanted to, ground market and provide a specific service and get in front of a lot of the warehouse members at a Walmart center. It's like a Walmart distribution center. It wasn't an actual Walmart. Huge, thousands of employees. And I tried getting in many times and I would ask to speak to HR, human resources.
Can I speak to hr? Can I speak to hr? That's just me thinking, right? Common sense hR would tell me no. I would get their voicemail a lot and still a no. And it wasn't until I spoke to someone who was pretty awesome at HR and they said, oh, we don't handle that. We only handle the front end of Walmart, like the actual store.
You wanna speak to the logistics center? Let me transfer you. They transferred me to the logistics center and then I just said, Hey, can I speak to someone there who's in charge of maybe HR or maybe they're your supervisor?They passed me to the supervisor and guess what? Within the first just ask.
I said, Hey, love to see if I can provide more services. Could we do like a lunch and learn like an event for the day? You're like, yeah, sure. Come on by. We'd love to have that. It was a lot thousands of employees, but it worked. It's 'cause I was speaking to the wrong person from the get go.
And you can just give up from that point on and then say, okay, you know, it doesn't work to get into the warehouse or distribution center at Walmart, but it does. It does, as long as you're speaking to the right person first and foremost. And then from that point on it continues. So here it's gatekeepers are trained to say no.
And that's a good example, that gatekeeper was the wrong person, first and foremost to speak with. And at the same time, all they know is just to say no if they don't know anything else. So the solution is you wanna bypass the auto rejection by making your presence non-threatening and value driven. So instead of selling, introduce yourself in a way that benefits them immediately.
This is going to disrupt their autopilot rejection and gets them to lower their guard. So number two, the lack of perceived immediate benefit. Now, this is a statistic by Salesforce research.
72% of decision makers only engage in partnerships they perceive as immediately beneficial to their customers or employees. So the solution tie your offer or your approach directly to their top priorities. you're gonna have to do a little research for that. Three, fear of extra work or change.
This is a statistic by the McKinsey and Company Group, and it's 85% of businesses avoid change unless it's easy to implement and requires little to no effort on their part. The solution make it effortless for them to say yes. And four, they've had a bad experience with another dentist. This is a statistic by the American Marketing Association, but 76% of businesses that reject a partnership do so because of past negative experiences with similar offers.
The solution address this head on now. We're gonna dive into some scripts right now. Okay. On how to do this. So how to make businesses want to work with you without ever talking about yourself first. That's the key. You don't wanna go in there and saying, Hey, we're the new person down the street. Hey, does anybody here need a dentist?
Hey, we're taking on new patients. That's all you. That's the mistake you're making already. If you are making that, you wanna walk in without ever talking about you first. so these scripts, they're gonna trigger curiosity, establish trust, and subtly make businesses feel like they owe you something reciprocity.
Remember, that's one of the principles in ground marketing without ever pitching your dental practice up front. So number one, we used to do this all the time. It's the coffee drop. This is for any business with a gatekeeper. This is an in-person strategy. Okay? So the target is any business with a front desk staff.
It could be gyms, daycares, retail stores, even corporate offices. And the goal is to warm up the gatekeeper, disrupt their automatic no, and create an opening for future interactions. Now the script is the first visit. You're disrupting the automatic. No. You are walking in maybe with a coffee holder and a smile or just a coffee in hand and you're saying hey, how's it going?
Yeah, I know you're busy. I just wanted to see if you guys wanted some free coffee. Actually, no strings attached. We just appreciate everything you all do here and our practice does a kind eat every day for a business in our community, The gatekeeper's gonna say, oh yeah, wow.
Thank you so much. I appreciate, what's your business? Where are you located? Who are you? Right? They may even say no. If they say no, that's perfectly fine. They're still gonna ask, who are you? And then who's gonna shrug casually and just say, you know, I just know that the front desk teams keep business running and I know we appreciate our front desk, and I wanted to show you that today.
And continue right Now, not only do they have their guard down, but they feel, oh man, this person really understands what I'm going through. Maybe they might be having a bad day that day and you are the sunshine that just came in. But this works because gatekeepers lower their defenses. When they see that you're giving, not taking reciprocity kicks in, they feel inclined to engage.
They will engage no matter what. Even if they say no, they'll say, oh wow, thank you. No, you know, I appreciate that. Thank,it'll be just as good as if you did bring in their coffee and then they associate you with positivity, making future conversations much easier. So once that happens, let's just say you just established it.
You're like, okay, cool. After that, you know, you leave, you don't feel like poking the bear or anything like that. 'cause maybe they're busy, they're talking to someone, you just drop off their coffee. At least you have a second date. Now you can follow up and say, Hey, last time I was here, I meant to ask, do y'all do any events for the employees here?
Remember, they associate you with positivity. Your future conversation is happening right now, and now it's easy for you to ask, Hey, do y'all do anything for your employees here? Do y'all have an employee's benefits day, a health fair? Could we do something like that? Do y'all have a employee wellness month in the newsletter?
You can ask anything at this point on your next visit. Now they're sharing their business and you can strategically introduce your practice. Okay, so that's like a one-two step. That happened all the time, and it took me a while to realize it's a one-two step. I would come in all the time. Hey, I love what you guys are doing here.
If you want, going to the coffee shop right next door from you. Do y'all want anything? Yeah, sure. You know, I love that. Oh my gosh. Yeah. No, no. Thank you. I appreciate it though. Okay. I just know you guys are super busy and sometimes I know our front office is like, I wish I had AFR coffee right now and I'm just thinking about you guys.
So that's all. We tend to do a kind deed for a business out here every day and you're like, oh man, well, who's your front office? Where are you from? Where are you located? Right. And then you kind of continue to talk more and you can actually, at that moment, even if they say no, still. do the ask, right?
Do y'all do any events for the employees here and so forth? But a lot of the times they might get busy, the phone may ring, whatever, right? Then you can just say, okay, bye room, and then they'll know. Wow. he was literally just asking me for if I wanted free coffee and that was it. That was awesome. And come back in a day or two and then say, Hey, real quick. I wanted to come by and see if you guys do any events for the employees. I meant to ask you that. I forgot. Sorry. Easy breezy. They'll be super open from that. Okay. Now number two, the customer referral play. This is for gyms, salons, and wellness centers.
The target is businesses that benefit from having more customers, Make them see you as a referral source before they realize they can refer people to you. the script is, you're gonna walk in casually creating curiosity, right? You're gonna say, Hey. I've been hearing some great things about you guys.
A couple of my patients have been talking about how much they love coming here, so I figured I stop in and see what the buzz is all about. they're gonna be intriguing. They're gonna say, oh, really? That's great to hear. And they might talk a little bit more, and then you say, yeah, you know, they were raving about a specific service that they provide.
And then you're gonna say, I get a lot of people asking me for recommendations on places like this. So I just wanted to check it out for myself. What makes this place stand out and then you continue. Right now, that's the key right there. I get a lot of people asking me for recommendations on services or places like this.
They don't know if it's just one person who asked you, or a million people who asked you. They just see, oh wow, is a referral source. They can provide me with a lot of customers or whatever. Right. This works because they now see you as a referrer first, not someone trying to sell them something.
Second is curiosity builds. They want to explain why they're great, so make sure you ask what makes this place stand out. Third, they will naturally ask what you do, making it easy to bring up your practice organically without fail. A thousand percent. When you say, I get a lot of people asking me for recommendations, especially you say, A lot of our patients ask us about recommendations on places like this or your services, 1000%.
They will ask you, what do you do? Or where are you located? Now you can follow up before leaving. You wanna use reciprocity to get a referral, right? You can continue to say, you know, I love what you guys are doing here. Do you have anything I can give to my patients in case they're looking for an mention of service, right?
That they offer. They're gonna get you a folder filled of stuff, their business cards, and we both know those business cards that they have are just sitting in the back collecting dust, but now they have a reason to give it to you. So don't feel bad or don't feel like, oh man, just gimme one. If they wanna give you a hundred, let them give you a hundred.
Don't feel bad about it. Most likely they'll give you like 10 or 20, but You could put 'em in hygiene kits if you want. You can feature a month or whatever. But that is your opportunity for the follow up ask, right? Where you're like, Hey, could I ever bring you guys any of our information as well?
And then boom, they feel obligated to ask for your info in return, or they will feel obligated to take your info and return without even actually feeling obligated. It's just a nice deed, right? So that's the number two. Number three, the secret shopper play for retail and local businesses. Now the target is mainly coffee shops, retail stores, boutiques, things like that.
And the goal is to make them feel like a VIP and subtly, subtly position yourself as someone who sends them customers. walk in with genuine curiosity, and then you're gonna create exclusivity. You're gonna say, Hey, you know what I was just over at. And then continue with saying, and they mention that this is the best place in town for mention a specific product or service. So now I have to see for myself how incredible this place is. And then stop there. They're gonna say, oh wow, thank you. Yeah, we love doing business with them, or we like them too, or who mentioned it over there, and you're just gonna be like, I don't remember their name.
Right. And then continue with it and say, oh wow, that's great to hear. I think people love us because. Then they're gonna mention reasons too. Then you say, yeah, that makes sense. I feel like more people should know about this. Do you guys ever do collaborations with other local businesses? No. Boom. They're either gonna say, yes we do, or no, we don't.
If they say, yes we do. Cool. Can I participate? And they say, no, we don't. Oh man. We always do, collaborations with other types of businesses. Would you ever be interested in doing one? Then they're gonna say yes, right? Yeah. You know, We've been thinking about it and so forth. It works because you make them feel special.
They now associate you with bringing them business, and they start thinking about partnerships before you even mention your practice. So they're already thinking of partnerships. Yeah. You know what? I can definitely do a partnership. We've thought of doing a partnership, but let's make something happen.
And later in the conversation you can follow up. You know, You can say, I love supporting local businesses like yours. If you ever want to do something fun together, I'd be all in. Actually, you know what? We're only picking three businesses this quarter for a free wellness initiative. Could I save you a spot?
Boom, right then and there, right? If you're already creating a partnership, a collaboration, it's gonna be happening. And then once they say yes, as you're leaving, you can say, Hey, could I ever give you some of our information too, as well, right? That way you can look us up a little bit more for your customers, and then just provide them with more things.
Doesn't hurt to do that. But this gives them a sense of being afraid of missing, especially if you say, we're only picking three businesses this quarter for a free wellness initiative. Should I save you a spot? Number four, the Business Insider play. This is for corporate offices and HR managers.
Now, the goal is to make them feel like an exclusive insider in their own company. You are gonna walk in with an observational comment, and you're gonna use the fear of extra work to your advantage, right? You're gonna walk in and say, you know, I was just talking to someone who works here. They were raving about what a great place this is to work.
So I had to stop by and see for myself, what do you guys specialize in? Boom. They're gonna say, oh, wow, that's so great to hear. You know, we really focus on boom, right? They may ask, oh, who are you speaking with? And then say, you know what? I can't think of their name right now, but likethey were super excited about it and they mentioned equality.
They were super excited about it. They were really warm. They were awesome. They were.talking it up and I'm like, man, I gotta go check this place out and so forth. once they say, you know what we really focus on, and then they're gonna mention their company culture. You're gonna say, you know, that makes a lot of sense. So if someone was new here and wanted to make the most of their experience, what's the one thing they should know about this place? And then they're gonna mention their specific things about their corporation and so forth. And it works because you instantly build trust because you're not pitching anything.
They see you as someone who understands their culture, and they will start seeing you as an insider, making them more likely to say yes later. Now, a follow-up move you can have later in the conversation is, I love hearing about workplaces that actually care about their employees. Do you all do any cool perks for your team?
If you mention, oh my gosh, I love hearing how you guys take care of your employees and everything you've taken into consideration for them and their needs. Do y'all do anything for your team, for your employees? Do you have any cool perks? Do you do a health and wellness day? I don't know, something like that, right?
But just the best thing you can say is, do you all do any cool perks for your employees, for your team? And then they're gonna let you know everything they do. Now you can do two things. You can say, oh. What, What it cost or how can I be a part of any of that? Just hand out everybody, some freebies too. And then they're gonna ask well, what do you do?
And so forth, right? And then boom, it'll be easy breezy from there. So you can do that, or you can say, okay, cool. Awesome. Could we ever host something here? We have quite a bit of patience and I know a lot of your employees, have questions about some specific procedures that we offer. Then they're gonna ask, okay well, what do you do?
And then you can continue and boom, you might be able to host your own event. So those are the two things you can do, right? Participate in one of their events or host your own event with them, or provide some type of perk for their team. Now, the final takeaway for this is flip rejections into wins by controlling the narrative.
Most businesses reject partnerships, not because they don't need them, but because they fear extra work, competition, or wasted effort. So by using curiosity, reciprocity, and effortless value, you position yourself as an ally, not a solicitor. So remember, the key thing is give before asking, create exclusivity so they feel grateful to work with you and make your offer seem like a zero effort perk.
Rather than a commitment. Now, the chapter two of this, we're gonna discuss the psychological breakdown of rejection types, right? So rejection is not a one size fits all. Each type requires a custom response. So I know what you're thinking with the scripts that you heard. You're like, oh man, I'm just gonna use that one script sometimes for all the rejections.
And you cannot, right? We've discovered this the hard way. there's about three types of rejections. The ground marketing scenario number one is the reflexive, no, it's an automatic rejection. The cause is an automatic response. They're not even listening to you. An example.
No, we don't allow, allow soliciting, right? You just walk in. The solution is interrupt the pattern and it works because it disrupts their automatic no response and forces them to reconsider like thecoffee drop example. You're walking in, you're giving them coffee.
That's it. And then once they say no, or maybe they might say yes, right? And continue on with their day. You can come back and they're used to it. They're, oh man, you're here again. What's up? it disrupts their no, and they will be more open to you, providing more information.
they're gonna ask more information about you. It's one of the best ones. Number two is the cautious, no. This one's a trust barrier. They don't fully trust your offer yet, or they don't trust you yet. the solution is remove competition from the conversation.
You're not replacing their current Provider. You're adding value. So remember that. And then number three is the busy no. And that's a timing issue. They're overwhelmed and don't have the bandwidth for your offer. They say, not now. We're swamped. The solution, acknowledge their situation and ask for something quick.
You respect their time, making them more receptive later. So there is a three step rejection counter attack framework that's chapter three here, right? Every rejection is an opportunity to refine your strategy. Number one, you wanna pause and acknowledge the objection, why this step is critical.
Psychological insight, right? People feel validated when their concerns are acknowledged. The next thing is when you resist the urge to argue or sell, it disarms their resistance, and then you acknowledge them. Acknowledgement lowers their defenses, making them more likely to reconsider. Now, this is a statistic by the Harvard Business Review, but 67% of people are more likely to continue a conversation if.
Their concerns are first validated instead of immediately countered. So let me give you an example of something wrong. The business says, we already have a dentist we refer to, and you say oh, you have them, but we're way better than them. This is wrong. You've now positioned yourself as a competitor, making them defend their existing partnership, and it puts them on the defensive.
Making it less likely, they'll engage. The right response would be, oh yeah, you know, I totally get that. That's incredible. A lot of businesses I talk to say the same thing, and then you continue, right? It works because you validate their decision. They don't feel like they have to defend it. You keep the conversation open instead of shutting it down, and it makes them more willing to listen to what you have to say next.
You can follow up with that sentence by saying, Hey, outta curiosity, what do your employees love most about that partnership? Boom. And you continue, The conversation. Then you find the cracks, and then you see where you can be the solution to those pain points. Now you've turned their rejection into a conversation starter.
Next, you wanna pivot to a value first approach. This step is critical. When people feel they're gaining something rather than being sold something, they are far more likely to engage. If rejection doesn't come with a loss, they are more open to new possibilities. A Salesforce research statistic says 83% of people are willing to listen if they see an immediate low effort benefit.
So lemme give you the wrong way to do this. The business says we're not interested. Then you say, well, let me just explain why our practice is different. That's gonna fail. They don't care about you yet. They care about what they gain. So you're trying to overcome the rejection instead of pivoting the conversation.
So the right response is, if they say, we're not interested, you're gonna say totally fine. By the way, do you guys ever do anything for the employee wellness days? They're gonna say Employee wellness days, no, not really. What are you talking about? Why? They're gonna say no reason. Just have something that might be cool for your team and I I can drop it off next time if you like.
This works. You shift away from your offer and make it about them. Instead, you create curiosity, making them more open to your next visit, and you frame yourself as someone bringing value, not pitching a service. Once they engage you now have a chance to build value naturally. And then the final thing is you can follow up in a non-threatening way, right?
In value-driven way, 80% of sales require at least five follow-ups, yet only 8% of salespeople persist past the first rejection. Following up is key with any marketing in general. But especially with ground market, you've got to follow up. Life happens to many people, you need to follow up.
The key to successful follow-ups is making them feel effortless and organic. the key mistake people make is they never follow up or they follow up to aggressively. So let me give you an example of a wrong way. Maybe you're returning in two weeks and you say, Hey, I just wanted to check back and see if you're ready To start referring patients to us, that's gonna fail you. They immediately feel like they're being sold something. and it's all about you, not about them. The right way is, Hey, I was in the area and I figured I'd drop off a few of these free hygiene kits or a few of these free travel hygiene kits for your team.
Just a little something to say. Thanks for all you do, and that's it. The business is gonna say, oh wow. Thanks. That's really nice of you. You're gonna say, no problem at all. And by the way, I saw something the other day that reminded me of our last conversation. Mind if I ask you a quick question? This works because if you give them something before they're asking for anything, it feels natural, not like a sales follow up, and it creates an opportunity for a real conversation.
You can follow up by saying, you know, by the way, if any of your customers ever need a good dentist, let me know. I'd be happy to take care of them. You can present them with a specific offer or a new patient exam or whatever incentive. Right now, they are offering to refer people to you, which is the key.
That's what you want, and there's many, many other things we can do, right? Rejection doesn't mean never, it means not yet. The key is knowing how to change the dynamics of the interaction so that the business sees you as a valuable partner instead of a solicitor. We can leverage reciprocity, the psychology of reciprocity, and it works fantastic, right?
And a way you can do this the right way is maybe you're targeting a gym that initially rejected your partnership. Now if that happens, you can say, Hey, I was grabbing some snacks from my office and figure your team could use a little fuel. I know how hard you guys work here. So I just wanted to say thanks.
And then hand them over some bottled waters and protein bars. Staff is gonna say, oh wow, that's so nice of you. Thank you. You didn't have to do that. You are gonna say in a nonchalant way, it's no big deal. I love what you guys are doing here. Actually, quick question. Do you ever run into members asking about teeth grinding or jaw pain and then this is gonna work, right?
Or they're cosmetics or teeth weening. Now this works because you're giving, before asking, triggering the psychological need to reciprocate. It doesn't feel salesy. Makes them more likely to engage. The question naturally transitioned into your services without being pushy. So works fantastic. You can also use tactics like scarcity and urgency as well, right?
You can say, Hey, we're only selecting three businesses this quarter for our no-cost wellness initiative. I mean, I know you guys have such a great team. I love to include you. Can I save a spot for you? That's one, and there's many, many more, right, that you can adjust to in this scenario, which is gonna be done in a later episode.
How we can go to businesses that maybe perhaps we messed up before we started listening to these episodes and we said, oh man, they've already told us no, they've already rejected us. They've even like kicked us out. How you can turn that around and now go into these businesses and fix it? Fix it and create strong partnerships.
So that's gonna be an episode, later down the road, but it's turning around rejections, which is a lot easier than you think. Now I'm gonna give you a, case study on, rejections and how it'll work specifically with corporate office rejection, right?So there was a business that immediately rejected a proposal for an in-office dental screening.
Instead of walking away the dentist, they emailed HR with a customized dental wellness month proposal focusing on how it could help employees with stress related dental issues. By the way, in the ground marketing course, we are about to drop all to do this. How to email HR with a customized dental wellness month proposal.
And then in the course as well, it's gonna break down the SOP, the standard operating procedure and the system on how to effectively host a dental wellness month with a corporate office. Fantastic. I'm excited for it. It's something we've done a lot, but it's gonna be in the course coming up here probably by the time this episode drops.
So we're excited for that. So if you're not a part of the ground marketing course, please feel free to go in the show notes below. Click on the first link in the show notes below to enroll into the Ground Marketing course. You'll get all these strategies and way more specific in-depth scripts and strategies, and this too, as well, the Dental Wellness Month proposal.
But at the same time, you'll get a lot of these live ground marketing workshops with myself. But if you are a member of the ground Marketing course, look out for that. It's coming up right here pretty soon, so get excited. Now. The next thing is reframe the event as an exclusive benefit rather than a vendor service.
And then offer a small, no pressure reduction, just a free guide in hygiene kits for employees. The results were amazing with this member HR approved the wellness initiative after seeing it framed as an employee benefit. Over 50 employees signed up for screenings within the first month, and the company now offers the dentist services as a permanent employee part.
The lesson. If they reject you in person, pivot to the email and make it a tailored offer that fits their priorities. That's what was happening here. The business immediately rejected the proposal in person, but then the email is what got it, is what took it right. So a good takeaway from this episode is rejections are simply missed connections.
You can turn them into opportunities by giving before asking reciprocity, right? Creating urgency and exclusivity, scarcity, finding an insider to advocate for you. You have an internal champion and reframing your offer to match their priorities. Customization. So definitely keep this in mind.
These scripts are gonna be fantastic. There's more scripts that are gonna be in the ground marketing course, like general approach. I wanna refer my patients to you. I wanna support your members. I want to help your families. I love to support your customers. I wanna help your students getting them to promote you.
These scripts are gonna be inside the ground marketing course as well under this, specific unit. But yeah. If you're not a part of the ground marketing course, like I said, definitely go in the show notes below. Click on the first link and see everything it has to offer. And if you are a member of the Ground Marketing course, I'm excited to talk to you in the next Live Ground Marketing workshop and look out for the Dental Wellness Month proposal, the email, and the actual SOP for that that you can start implementing and utilizing soon.
Alright,
in the next episode, we will be discussing leveraging community events for maximum impact. Talk to you soon.
Could your practice be unknowingly losing money through your website?
In this episode, I sit down with Ali Soufi from DocSites to unpack some of the most common yet costly misconceptions that might be holding your practice back. We dive deep into the often-misunderstood world of website costs, emphasizing the crucial roles of customization and local relevance in maximizing your online presence. Listen as we shed light on how vanity metrics can be deceiving and why a strategic partnership between marketing efforts and your website design is essential for boosting performance and cost-effectiveness.
Ali shares straightforward, actionable insights, including conducting simple audits to reveal hidden pitfalls and understanding marketing return on investment. He stresses the importance of seamless collaboration between marketing companies and dental practices, ensuring that websites don’t just exist but actively contribute to the bottom line. Discover how DocSites provides clear, affordable, and honest solutions tailored specifically for dental practices, ensuring transparency and consistency in pricing and service delivery. This episode is a must-listen for practice owners eager to optimize their digital footprint and secure a financially healthy future.
What You'll Learn in This Episode:* How to identify and fix costly website inefficiencies in dental practices. * The significance of customization and local relevance for website success. * Why vanity metrics can mislead and how to focus on what truly matters. * The importance of integrating marketing with functional website design. * Tips for conducting simple yet effective website audits. * How to accurately measure marketing return on investment. * The benefits of collaboration between dental practices and marketing companies. * Transparent and cost-effective website solutions offered by DocSites.
Tune in to discover how a well-optimized website can transform your dental practice's financial health!
Sponsors: DocSites: Do you need a new website or marketing agency with no long-term contracts? Visit DocSites' website here and be sure to mention The Dental Marketer for $500 off! docsites.com
Guest: Ali SoufiBusiness Name: DocSitesCheck out Ali's Media:Website: docsites.com
Email: ali@docsites.com
Phone: 818-616-3919
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Other Mentions and Links:
Places:
Las Vegas ARIA
Tools/Services:
Fiverr
Google Analytics
Products/Brands:
Ferrari
Honda
iTero
Invisalign
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Dive into the world of ground marketing with our inaugural episode of the Ground Marketing Series, where I reveal its powerful impact in the dental industry!
Unlike traditional digital marketing strategies, ground marketing leverages face-to-face interactions to cultivate trust and boost brand awareness by meeting potential patients in their natural surroundings. This episode explores the psychological and behavioral triggers that underpin ground marketing's success, including the mere exposure effect, reciprocity principle, social proof, and emotional connection. These concepts are not just theoretical; I'm bringing them to life with compelling real-world examples, such as strategic daycare partnerships, corporate lunch and learns, and impactful community health fairs.
Tune in as I navigate through the tangible advantages of ground marketing, shedding light on how this approach consistently outperforms paid advertising in terms of cost-effectiveness and conversion rates. Ground marketing's sustainable practices pave the way for long-term growth, giving your dental practice a competitive edge. This episode is a treasure trove of insights that are not only actionable but designed to transform the way you think about patient engagement. Don't forget to tune in next week, where I'll delve deeper into the psychology that drives these successful ground strategies!
What You'll Learn in This Episode:* The distinctive value of ground marketing in the dental sector. * How face-to-face interactions enhance trust and brand awareness. * Understanding the mere exposure effect and its application. * Insights into the reciprocity principle in marketing practices. * Utilizing social proof to strengthen marketing efforts. * Building emotional connections with potential patients. * Successful case studies of ground marketing initiatives. * The cost advantages and high conversion rates of ground marketing. * How ground marketing ensures long-term sustainability over paid ads. * A preview of psychological aspects in marketing strategies.
Let's jumpstart your practice's growth by listening to today's episode!
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Other Mentions and Links:
Terms:
EDDM
PPC
Marketing Tools:
Facebook Ads
Google Ads
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: All right. So let's dive in to the first and foremost topic, which is introduction to ground marketing. We're going to get an overview of what ground marketing is and why it works. And then I'm going to give you real life examples of the success that ground marketing brings to a lot of our members. But I mainly want you to understand what ground marketing is.
So ground marketing. Is the practice of directly engaging with potential patients in their own environment, such as schools, gyms, coffee shops, and community events, and so forth, to create trust and increase brand awareness, unlike digital marketing, which relies on online advertising and social media ground marketing thrives on face to face interactions.
Relationship building and personal touch points that make businesses more approachable and trustworthy. It makes your practice, the go to practice in the community. It's approachable. They trust you. And there's a science behind ground marketing. Okay. It's not just, Hey, this is what a lot of us experience.
There's actually four specific things that ground marketing does now ground marketing leverages, several psychological and behavioral triggers. That make it uniquely effective. But the foremost are number one, the mere exposure effect. Now people develop a preference for things they see frequently. The more often potential patients encounter your brand and their daily lives, the more familiar and trustworthy you become so.
This also doesn't rule out any social media ads, any Facebook marketing, things like that, Google ads. It just helps as well. Just like ground marketing helps those types of marketing, mediums as well, it's touch points, but this touch point ground marketing.
It's insanely strong. It's a human to human interaction touch point. It's in their life in real time like in person. So this is an insanely strong touch point that often converts within just one touch point. So the mere exposure effect is one to reciprocity principle. When you give people something valuable for free.
For example, maybe something educational, free dental consultation, branded giveaways, things like that. Your time. They feel obligated to give back. And a lot of the times, it's done so by booking an appointment. And so, you're going to see a lot of the reciprocity principle. And ground marketing. It happens.
This is a beautiful principle that never ever fails. Never once in the history of history has anyone said, yes, I love that you're doing all this for me. Thank you so much. I appreciate you. No, I don't want anything of yours. Just help me out. That's it. Boom. It's not human. The reciprocity principle works and that is delved deep into ground marketing.
Three social proof. When people see others engaging and trusting your practice, they're more likely to do the same. So if more people like on social media, you start becoming popular on social media. They're like, Oh snap, people are following you. My friends are following you. My family's following you.
They go to you more than likely. The other person is also going to go to them too, right? The person who's talking. So social proof, same thing in ground marketing. When you're at events, when you're at lunch and learns, when you're at. specific locations and your booth or whatever is popping and more and more people are coming to you and everything like that, more and more people are talking about you in the community.
Social proof more in your community will go to you guaranteed. Social proof is huge So ground marketing does provide a lot of social proof. I'm just going to give you an example. If you're out at a school, or at a daycare and you're doing an event there and then you decide to post.
Pictures and things like that and tag some friends, tag some teachers. I mean, That's just creating a lot of social proof right there that not only are you a dentist in the community, are you an established practice in the community and you're helping out the community and you're helping out the children in the community now, but at the same time, other people are talking about you and how in that one event.
You did so much for the school, the daycare, the community, the children, all that stuff. And so that brings a lot of awareness, a lot of social proof, and it builds up a lot of credibility. And of course you get appointments and you get people coming into your practice. So that's number three and four, it builds an emotional connection.
So meeting someone in person, as we know, creates a stronger, more memorable impression than an online ad. And I'm going to take this out of context a little bit. For example. My wife and I, it was a long distance relationship. I'm from Texas. She's from California. And when we would date, right. I met her in person first, obviously.
And then after that we would email back in the day, it was more emailing and then, writing letters and then it became texting, that became like a huge thing. do you remember when you had to push like four, four times and then three to three and then two to two, just to like, you know, back then BRB, LOL, all that stuff was a lifesaver.
But anyways that was cool and all, but then when you saw each other in person, the emotional connection was a lot stronger. so same thing, right? A lot of the times they may see you on social media, they may see your ads, they may see all these things, but when they see you in person, the emotional connection is a lot stronger.
Same thing with concerts, events. That's why we have in person events when we go to a lot of these symposium or events or summits for our industry. But at the same time, concerts, same thing, right? You can listen to the band, you can listen to their album. As soon as it drops, you can be their biggest fan, but if you're never at a concert, are you that much of a fan, right?
But when you get there at the concert, you experience a whole different environment, a whole different vibe. When you get there at those events, for CE credits and stuff like that, you experience so much more, a stronger connection. So meeting someone in person, creates a stronger, more memorable impression.
And so that's huge when it comes to ground marketing. And that is probably the biggest thing is you want to create that connection with each person you meet while you're ground marketing. And it's powerful and there's a lot of real life examples of this, right? We have a lot of members in our ground marketing course who, give us examples on what they're doing. And honestly, they become extremely fantastic at ground marketing. And here's some real life success stories with ground marketing, right? There was a pediatric dental boom through daycare partnerships. Now the problem was pediatric dentists, they were struggling with low new patient numbers despite running social media ads, specifically Facebook ads. But the solution, instead of spending more on ads, they developed a ground marketing plan targeting daycare centers and pre K schools.
Now here was the execution. They offered free tooth talk sessions for kids, right? It was quick, fun brushing demos and so forth provided free emergency dental care for school injuries, right? Positioning them as a trusted expert. And they left signup sheets for parents at the front desk with an exclusive deal for their first visit.
Now the results were incredible. 42 percent of parents signed up for an appointment within 30 days. The practice gained 110 new patients in six months. And the cost, get this, the cost, 0 in ad spend, only time invested and personalized out in ground marketing. Case study number two, the Lunch and Learn Takeover.
This was a corporate partnership. The problem was general practice in a competitive urban market was struggling to attract and share patients. The solution, they shifted focus from online ads, Google ads, to direct engagement with local companies. Offering dental insurance benefits and a breakdown to help them understand more of the insurance.
And you're going to see that with corporations, especially employees from corporations. They just want to understand their insurance a lot more and a lot better. Now, the execution was we set up free lunch and learn sessions at companies, educating employees about maximizing their dental insurance benefits, offered a free whitening session or discounted, right?
For those who scheduled an appointment on the spot and then created a direct contact within the HR departments to become the go to practice for the employees. So a lot of the times the HR department wants to answer their questions, but they can't, they don't have all the knowledge. Especially when it comes to this, you do, or someone on your team does, and now you're the direct contact.
You can even mention, hey, we're the direct contact, even if they don't come to us. We just want to help you out when it comes to these benefits. And then boom, people will get sent your way immediately. Results, 18 scheduled appointments per session on average. I mean, This wasn't just a one time lunch and learn type of deal.
It was consistent. The practice added over 230 new patients in a year. Became the official dentist for three corporate offices, generating steady patient flow, they honed in and targeted corporation partnerships, right? Specifically corporations. And then number three was, community health fair domination.
And I love this one. This happens all the time, by the way, a startup, Practice with zero brand recognition needed new patients immediately, and they needed new patient momentum. The solution. Instead of expensive mailers, they partnered with local health fairs, setting up an interactive booth. So they offered specific things, right on the spot, oral healthcare screenings, fun, educational games.
They use specific giveaway, signup sheets. They captured emails and phone numbers for followups, for raffles and things like that. The results doing these health fairs, right? Which health fairs happen all the time in your community. Be a part of them, please. But the results were 97 patient leads in one weekend, 51 percent conversion rates to scheduled appointments.
And the cost for this, I mean, the booth and the materials and everything was just a one time thing, right? Once you get the table, the cloth, all the other fun stuff you want to get in later episodes, we'll discuss the necessities of what you need to get in your booth. All that was under 200 bucks for booth materials.
And it yielded over 30, 000 in revenue. Health fairs are extremely profitable, especially when it comes to new patients coming your way. So these are just a couple case studies of what some of the members in our ground marketing course have experienced. But I mean, there's many, many more experiences.
Facebook and ask what. Have you experienced with ground marketing? You'll see, or just type in ground marketing in any of these Facebook groups or, community forums, right for dentists and type in ground marketing, you'll see just exactly what these partnerships and health fairs and community events do for their practice and continue to do. So it's amazing. By implementing ground marketing practices can create trust, build stronger patient relationships, and see measurable growth without relying solely on expensive digital ads or billboards or EDDM or traditional marketing methods, right? Not to say that don't do all that stuff, but just see ground marketing as a strong, powerful arm in your marketing plan.
Now, ground marketing isn't just an alternative. Two digital marketing. It's a psychological driven human centric approach that leverages face to face interactions. It's building trust and community integration to drive business growth, right? It doesn't rely heavily on ads or passive outreach.
So I want you to keep that in mind. It's not about passive outreach. Ground marketing taps into real world engagement. You're forming lasting relationships that lead to higher conversion rates. Stronger loyalty and lower patient acquisition costs. It does require energy and effort and time. That is one thing.
Okay. It will require energy, effort, and time for you to go out there in your community and do these specific strategies. But ground marketing will always succeed, especially when you have those four things always in mind, right? The principle of reciprocity, the mere exposure effect, trust through personalization, right?
The emotional connection and then the power of social proof. These things are incredible, highly, highly, highly, integrated into ground marketing. as you're going to see, there's a lot of factors in this, right? I'm going to give you pros and cons on this. Why ground marketing works better than paid ads.
A lot of the times, trust building, ground marketing, right. it has high personal interactions. It creates deep trust and paid ads is low on that. On the trust building ads are often ignored or distrusted, right? How many ads have you ignored today? Probably a lot. You don't even keep count. But then how many people have you ignored who try to interact with you?
Maybe less than the ads, right? So especially if it's something that you need, the cost ground marketing is low. The only thing you need is time investment, but minimal spending, paid ads tie costly PPCs, right? Social media ads, mailers. That's high. So the cost is high on that. Ground marketing conversion rate is high, extremely high.
You get personal connections. You increase the likelihood of booking. And at the same time, you increase the likelihood of not just booking one person, but their family in that moment. When it comes to paid ads, it's low to medium, Ad click through doesn't guarantee conversions a lot of the time.
again, the cost is high and then the longevity of results. Ground marketing is sustainable. It has to be sustainable. I mean, They need to see you all the time. It's a relationship based marketing and it has long term value. Never stop ground marketing. Even once you're doing fantastic, you're doing amazing.
You're getting in as many new patients plus 10 every single month that you want. Continue to ground market. Maybe you can tone it down a little bit. But continue to ground market always, right? It's just good for the community. It's good for them to see you. And obviously at the same time, it's building stronger loyalty.
Now, when it comes to paid ads, longevity of results, ads stop working once the budget runs out. So as soon as your budget runs out, your ads. Won't be working. But ground marketing will always work, even if there is no budget there. So ground marketing is not just an alternative. Like I said, it's a fundamental shift in how your practice engages converts and retains customers.
It's a low cost, high impact and backed by human psychology. Okay. So that means it's not just the study of marketing. It's the study of humans and those two things, the study of marketing and the study of humans is what's implemented in ground marketing. That's why it works.
Real world interactions create stronger trust than any online ad ever could. So whether you're launching a new practice or you're looking to expand your patient base or solidify local dominance in your community, ground marketing should be a core strategy in your playbook. I hope you have a better view of what ground marketing is, and I'm excited to bring this series to the podcast.
next episode, we're going to be discussing the psychology behind ground marketing. And once you understand this, once you understand the formula, you can pass it on to whoever you're also teaching the formula to and ground marketing too.
But at the same time. Once you understand the psychology behind ground marketing, the principles, it will be a lot easier for you to do every single day, whether you're doing the specific strategy, or whether you're just engaging in your everyday life outside of your practice, you'll be able to start attracting new patients to your practice.
So I'm excited to discuss that with you in the next episode.
Want to hear from someone who's been through it all, from associateship to acquisitions to a successful startup?
This episode dives into the remarkable journey of Dr. David Rice, who masterfully blends the art of dentistry with entrepreneurship. Based in St. Petersburg, Florida, Dr. Rice travels to East Amherst, New York, where he practices, providing a firsthand account of his dynamic lifestyle. He openly shares his transformative journey from being an associate to expanding through strategic acquisitions and establishing his own practice. Dr. Rice highlights the critical role of diverse experiences in refining his professional skills and how meticulously planning his career steps, from securing loans to choosing practice locations, formed the backbone of his success.
In our conversation, Dr. Rice provides valuable advice for budding dentists eager to navigate starting their own practice. He underscores the necessity of loan pre-approvals and efficient demographic targeting for marketing success. Teaming with trusted partners like Patterson and utilizing solid cash reserves are among the pillars he emphasizes for achieving sustained growth. Dr. Rice dives into common pitfalls, such as emotional attachments to locations and shallow decision processes prompted by social media allure. As the discussion nears its close, he turns adversity on its head by advocating for practice startups during economic downturns to capitalize on reduced costs.
What You'll Learn in This Episode:* The intricacies of balancing career and location for optimal practice function. * Proven strategies for successful dental practice acquisitions. * How to leverage loans and cash reserves for business growth. * Importance of detailed demographic targeting in marketing. * Building beneficial partnerships and reliable business relationships. * Essential preparation steps to avoid practice ownership pitfalls. * The unique opportunities available when starting a practice during a recession.
Tune in to discover strategies and insights that could redefine your journey in dental practice ownership!
Guest: Dr. David RiceBusiness Name: Ignite DDSCheck out David's Media:Website: ignitedds.com
Instagram: instagram.com/ignitedds
Facebook Group: facebook.com/groups/igniteddsinsiders
Email: david.rice@ignitedds.com
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Other Mentions and Links:
Podcast episodes:
David on Episode 159
Groups:
The Making Of Facebook Group
Businesses/Services:
Henry Schein
Benco
Bank of America
Patterson
People:
Sandy Pardue (Classic Practice)
Jon Miller (Patterson)
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Did you know that up to 40% of calls could be going unanswered even during working hours in your practice?
In this Monday Morning Episode, I chat with Miles Beckett from Flossy, whose challenging the status quo with an audacious question—should you fire your staff to make way for cutting-edge AI technology? We explore the persistent staffing hurdles in dental offices and unveil how AI can redefine efficiency and service quality. Miles introduces us to Flossy's AI receptionist, Fiona, who skillfully handles appointment scheduling and patient inquiries while significantly reducing no-show rates. This conversation promises a riveting insight into the practical and financial advantages of incorporating AI into dental practices.
We examine how incorporating AI like Fiona not only economizes but also enriches team dynamics, fostering a more cohesive and productive work environment. With Miles’ expert insights, we tackle the looming question all dental entrepreneurs grapple with: How can AI propel my practice forward while maintaining high standards of human interaction? As we explore the potential future developments in AI, Miles provides a visionary roadmap that could very well be the blueprint for modernizing your practice. Get ready to rethink your staffing strategy, elevate your service offerings, and embrace the future of dentistry with open arms.
What You'll Learn in This Episode:* The rationale behind considering AI technology in dental staffing. * Challenges faced by dental practices regarding staffing and scheduling. * Insights into Fiona, Flossy's AI receptionist, and her functionalities. * Strategies for integrating AI to enhance team dynamics. * Potential future developments of AI in dental operations.
Tune in now to discover how AI could augment your dental practice operations!
You can reach out to Miles Beckett here:Website: Flossy.com
Twitter/X: x.com/mbeckett
Other Mentions and Links:
AI Tools:
ChatGPT
Gemini
DeepSeek
Education:
Board Exam
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Miles, so talk to us. What's one piece of advice you can give us this Monday morning?
Miles: Thanks for having me, Michael. My piece of advice that's controversial is fire your staff.
Michael: Interesting. Fire your staff. Why so?
Miles: I'm obviously being a little bit facetious, but I think you should raise your bar.
I know that one of the biggest issues in dental right now is staffing challenges, both finding good staff, retaining staff, dealing with churn. And you know, it's oftentimes a rotating door at dental practices. And the way we think about things at Flossie is that we can help bring AI workers to help you out.
And those AI workers really make you reassess How good is this person doing? Do I really need them on this task? Maybe I can have them do something else instead.
Michael: So then what was the specific problem that you saw in practices that inspired you to create? I guess or the suite of it, right? Like Fiona and how does AI solve challenges that traditional front desk systems can't?
Miles: the new technology around generative AI, which is really the most recent type of AI that we're seeing out there. We've had things like machine vision and learn machine learning and stuff for a while now. It's created voice technology that allows you to build these agents that really sound like you're talking to a human.
So I would say over the last year the technology has improved dramatically such that a year ago we were looking at some of this stuff and it didn't really work. But within the last six months or so, all of a sudden, you could really build these agents that you could talk to that sound like you're talking to a human.
So we were kind of playing around with this technology. We had already built out a dental discount network that was kind of our core business before. so we were looking at it for some of our own uses. And we sort of had this aha moment where so many of the dentists that we work with were complaining again about this rotating door, particularly with the front desk.
And we were like, wow, actually, we could build a receptionist that would sound and function basically like a human. And so that was the first pain point that we really wanted to solve. And it's kind of shocking the amount of calls that go unanswered. not just nights and weekends where typically people are just getting a voicemail that kind of just goes nowhere.
But also during the day, about 30 to 40 percent of the calls coming into a dental practice during the day actually go unanswered.
Michael: Really interesting, yeah. That's a good, stat right there. Now when it comes to that, did you kind of see, okay, hey, these calls that are being unanswered, the nights and weekends and everything, it can kind of cover all this?
Or was there hiccups, problems with that? I mean, I would assume there's like a ton of questions that AI has to be prepared for, right? That a human can do, but I mean, how did you kind of overcome that?
Miles: it already works for nights, weekends, overflow. We have practices that, are starting to use it to fully replace the voice reception duties and to be able to have that staff focus on people that are actually in office.
And oftentimes front desk workers aren't just answering the phones. They're usually doing a ton of other things. So, I mean, the short answer is that there's an approach in AI development called rag, which basically allows you to marry, Specific proprietary technology databases to the LLMs that are already out there.
So things like chat, GPT or Gemini, for this new model that China released deep seek, these are all generic models. And then there's other. Companies that have built specifically models that generate voice for the conversational aspect of the call. But obviously they don't know anything about dentistry.
They don't know anything about your specific practice. and they certainly don't know anything about scheduling or scheduling software. So a lot of what we've built is leveraging those generic LLMs. And then adding in dental specific knowledge that comes from, hundreds of thousands of data points that we have from patient visits and patient interactions with dentists over the years.
And then also with the practice, ingesting their data to fine tune it even further to their practice. Both in terms of taking, like all their call log data and actually use that as part of the training for the model, and then also basically taking their rules around scheduling and their rules and information about the practice when they're open, when they're not, when the dentist is there.
And all of that is loaded into a database that is available to the AI in real time as a person is talking to
Michael: them. Have you seen any. Like hesitation on this as far as people taking it on were you kind of hesitant a little bit as far as taking it on And then like it, blew your mind out of the water kind of a thing
Miles: Yeah, I think definitely there's a lot of interest.
So, you know, we immediately had people signing up for the product right off the bat. However, in the initial conversation, for sure, there's a lot of skepticism. Part of that is because the technology is so new that if I were to tell you what I'm telling you now, that There's an AI you can talk to, and it knows everything about your dental practice and can book you.
Sounds a little bit science fiction. And then second, there are, you know, a lot of people broadly in the industry saying, Ah, we have an AI receptionist for this vertical or that vertical, for dentists, for doctors, for plumbers, blah, blah, blah. And frankly, a lot of that technology is not very good, so if people have had some prior experience, they've maybe had sort of a negative experience.
And the big reason for that, again, is that if you just sort of slap together a receptionist on top of a generic model, it's not going to work very well. You have to train it on the data brought for that industry. And even specific, like, the model that we have for a pediatric practice is different than the one for an orthodontics practice, as an example.
And then again, Providing other data, that is specific to that practice itself. So there's some like initial skepticism, but once they hear it, once they interact with it, once they talk to other customers that have been using it, they're like, Oh, wow, this is pretty awesome. And then once they actually get it live, you know, they're pretty blown away.
Michael: Yeah. So patients now expect, and you've seen this I'm sure, 24 7 communication, right? Right. Whether it's like, but on their time. Like, hey, I need it now, emergencies, whatever. So then, how does Fiona personalize patient interactions to improve that satisfaction of patients? And also, how does it help reduce no shows, or does it do that?
Miles: Yeah, no, for sure. Yeah. So I mean, there's kind of a few ways that she works. So, most calls coming into a dental practice are for scheduling. majority of the calls are about I need to schedule an appointment. So the primary use case for Fiona, In general, but then really specifically for after hours and overflow is There's a huge amount of call volume that dental practices are getting that literally goes unanswered and goes to voicemail. And what is that person doing? They're calling the next dental practice. That's what we all do. You don't get an answer. You go to the next one. You go to the next one. And so it's giving these dentists an opportunity to actually capture that patient and book them for appointment.
Yeah. And she can perfectly book appointments for new patients, answer questions about the practice. Again, it's, uncanny. The second is, as you're saying, no shows. So, people call in a lot and say they're running late or saying they need to reschedule or whatever. typically, that, happens during the day.
It also happens, interestingly, a lot before the practice opens in the morning. So, practices will often see a lot of morning no shows and it's because they didn't, hear from the patient. So, She's also capturing those and rescheduling the patient, and so when the doctor gets in, their calendar is actually correct.
So I would say those are kind of two of the main use cases. And then there's a lot of question answering, right? So there's, in a pediatric setting, there's, know, how's the first visit going to be? Is it going to be painful? What's it going to be like for my child? They've never been before.
If it's a person that has like an immediate issue, can you get me in today? What is your schedule look like? What's the procedure going to be like? I've never had a root canal before. And she can answer all that. So she's actually trained on again a massive clinical data set as well.
In fact, she technically passed the board exam. so she's very knowledgeable about dental information as well.
Michael: Wow, that's incredible, man. So then I can see how this improves the call, right? It also, I'm assuming saves the practice owner, the business, a lot of money. in some many ways. So can you share a quick example of numbers that illustrate how fast practice could see the ROI?
With Fiona.
Miles: Yeah, I mean, the ROI with Fiona, literally, if you get one patient booking that you otherwise would not have gotten, she pays for herself that much. Okay. also to give you another example, Fiona costs about one tenth of What a human employee would cost, okay, to answer the phones.
So we're talking about a massive cost savings. Above and beyond even the alternative that some practices do, which is like outsourcing to other countries. It's less expensive than that as well. So, the ROI is effectively immediate, especially given the are getting such a large percentage of calls going unanswered.
Michael: Interesting, man. So is it like tiers?
So,
Miles: yeah, we, and again, we really think About these A. I. S. As employees as co workers. And so it basically comes down to like hours of utilization effectively. But you know, like the lowest here is basically nights and weekends and overflow coverage. The middle tier is sort of during the day in a copilot capacity.
And then the highest here is just fully taking over all the calls being the first point of contact broadly. That's how we sort of think about it. Yeah. And as we think about all these agents too, I mean, the thing that's kind of cool is that you can interact with them as well. So you can actually have a one on one with Fiona, just like you would with an employee where you can provide her feedback in chat or in talking to her.
And then that feedback that you give actually gets incorporated to how she functions going forward.
Michael: Interesting. I like that. So then how does this, I mean, maybe you might've seen it miles. Maybe you haven't, does it improve like the team dynamics? Is it more like, Hey, this may take over your job and then the team members are iffy about it, you know what I mean?
Miles: Yeah, no, I think it's been fine. I mean, we think of each of these A. I. S. as being co pilot to the workers that are there. And I think the reality is for any practice in particular that's growing or if you're buying other locations, you're constantly hiring more staff. You also, again, there's, a huge amount of churn with dental employees.
So oftentimes you have people quitting and then you're hiring new people. So I think what this really lets you do is have a leaner team, not because you're firing people, but because you don't have to hire quite as many people. And for the staff that's there, they can focus on what they, you know, ultimately got into the business for, which is on patient care.
You know, most of the staff in the practice are dental techs or hygienists. And oftentimes even front desk people like might even have a credential like that, and they're sort of doing double duty. And so now they can really focus on delivering patient care and also the in office interaction.
So talking to the patient that's actually there at the front desk and that you know is getting a treatment, right there in the practice
Michael: Yeah, I can definitely see this also a benefit for the startup practice, right? Like somebody who's on a lean budget starting up and then They just need to have someone in the front right now, kind of covering, maybe somebody last minute didn't show up for work because that happens quite a bit.
They ghosted him, right? Or something like that. Yeah, right. They just show up and this, is a really good, do you feel like this can a hundred percent replaced? The front desk or more like, Hey, no, we're still going to need somebody there.
Miles: I would say that within six months, 99. 9 percent of the phone calls will be able to be handled fully by Fiona.
cause she's already can handle. 80 percent of the use cases right now, because again, most of the calls are scheduling related. There will be some edge cases, of course, and those edge cases will require a person, but it's going to be very few and far between. I think it'll be a question of how the practices want to use her and some may be.
Just want her in an overflow capacity, regardless of her capabilities. And that's fine. And obviously there's very large DSOs that have call centers. I think we're going to see heavy adoption by them. You know, we're talking to all the major DSOs, rapidly. Yeah. And I think as we think about these other agents that we're building, we really think of it as a suite.
Of AI agents for dental practices that all work together. So as a simple example, we'll be launching an insurance verification AI that will automatically verify insurance either through direct connections with insurers, or actually by calling, because sometimes you still can't get the data via their APIs or publicly available sources.
And you actually need to call well, great. We have call technology where that AI can just call. The insurance company and now get the verification. And so you can imagine where a patient calls. They talked to Fiona. They're booking to give their insurance info now behind the scenes. Our insurance AI is verifying that data and providing it to the dentist.
So they now have a package all ready to go for when that patient shows up. And so for each of these different ones, we're thinking about them working together. And I think in different domains, they'll be able to do, you know, more or less of the work. Some things are more complex, the one that we're thinking about for helping you run your practice, which is kind of like, Sort of a business intelligence product.
But again, in the form of like an AI that's actually giving you recommendations, it's not going to be perfect and you're still going to have to run your practice, but it may actually take over the work of, you know, some of the consultants that you use and maybe you can do it a little more efficiently.
Michael: Wow, man. Oh, so you guys got a lot, got a lot going on, which is great. It's exciting. So for practice owners who want to explore this further, where can they learn more about Fiona and Flossie? And do you guys offer any type of like demos or trials?
Miles: Yeah. Yeah. So they can just go to flossie. com F L O S S Y.
com. there's a bunch of info about Fiona on there right now. We offer demos. And we have like Sort of a trial period that we can offer people in, some cases as well.
Michael: Awesome, Miles. I appreciate your time. And if anyone has further questions, you can definitely find them on the Dental Marketer Society Facebook group, or where can they reach out to you directly?
Miles: I am on Twitter or X, I guess it's called. I feel like we'll always call it Twitter. Um, and my handle should be M Beckett on Twitter.
Michael: And so all that's going to be in the show notes below. So definitely check it out. And Miles, thank you for being with me on this Monday morning episode.
Miles: Awesome. Thanks so much, Mike. I really appreciate it.
Navigating the complex world of practice ownership isn't just about mastering the clinical side of dentistry.
In this insightful episode, strategic wealth specialist Ross Brannon delves into the less-discussed trials faced by dentists, focusing on the often-overwhelming challenge of people management. Brannon reveals how these difficulties can push some dentists to the brink of considering selling their practices, shedding light on a critical issue that affects countless individuals in the field. His expert guidance is particularly timely given the additional pressures faced by new dentists, who not only contend with professional stressors but also juggle substantial educational debt and delayed career starts.
Ross explains these late beginnings in professional life mean dentists often find themselves playing catch-up in financial planning—an endeavor crucial to securing stability and success. Emphasizing a proactive approach, he offers valuable strategies to mitigate these concerns, underscoring the importance of foresight in financial and career planning. By addressing these challenges head-on, dentists can pave their way to long-term success, avoiding the pitfalls that have ensnared their peers. Tune in to discover actionable insights that could redefine your path in the dental profession.
What You'll Learn in This Episode:* The stress and implications of people management in dental practices. * Why some dentists consider selling their practice due to management challenges. * The financial impact of entering the dental profession with significant student debt. * How delayed career start affects long-term financial stability. * Essential strategies for effective financial and career planning in dentistry.
Listen now to transform your financial future and career path in dentistry!
Sponsors:CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: https://thedentalmarketer.lpages.co/carestack/Guest: Ross BrannonBusiness Name: Ross Brannon Financial AdvisorCheck out Ross's Media:Website: rossbrannon-8128715.hs-sites.com
Phone: 850-566-7999
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Other Mentions and Links:
Florida State University
Merrill Lynch
Morgan Stanley
RIA - Registered Investment Advisor
Parkinson's Law
Ally Bank
Bank of America
Costco
Usain Bolt 12,000,000 Savings Lost
Dave Ramsey
Dan Sullivan - Why I Don't Believe in Retirement
Bitcoin
Dogecoin
Essentialism
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Is your dental practice ready to break free from the ordinary and embrace new marketing strategies that truly make a difference?
This episode features Shane Simmons from Crimson Media Group, who walks us through unique approaches that transform how dentists connect with their local communities. By leveraging the power of local Facebook groups, Shane shares the secrets to building meaningful relationships and promoting dental services through community engagement. Whether it's through exciting collaborations like organizing yoga sessions or axe throwing events with fellow local business owners, the insights shared in this conversation will open your eyes to the potential of grassroots marketing.
But it’s not just about joining any group—it’s about authentically positioning yourself as a part of the community. Shane shares the value of engaging with these groups using a personal profile to foster trust and connection. These small steps can lead to significant benefits, including cross-promotion with businesses boasting strong social media influence. To cap it all off, Shane extends an exclusive offer to the audience—a complimentary marketing analysis aimed at unveiling the intricacies of local advertising and helping you position your practice for maximum impact.
What You'll Learn in This Episode:* Innovative marketing strategies tailored for dental practices. * How to effectively use local Facebook groups for community engagement. * The benefits of collaborating with local businesses for mutual growth. * Why personal profiles are better than business pages for building trust online. * How Shane's marketing analysis can help you understand your local market.
Discover new marketing insights that could reshape your dental practice—tune in now!
(This episode originally aired on December 26th, 2022)
You can reach out to Shane Simmons here:Website: crimsonmediagroup.com
Facebook: facebook.com/crimsonmediamarketing
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Shane. So talk to us about uncommon marketing methods. Tell me one or a couple tactics or strategies that will help bring in new patients.
Shane: Yeah, so Michael, we've got one that a everybody can do. So if you've ever been in, you know, these local, like Facebook groups in your communities, you'll find that there's a Facebook group for everybody, moms, dads, but one in particular is small businesses in the area, and it's usually like shop small business or shop, you know, the community that you're living in.
And one of the things that we're starting to have clients do is get into these groups and find someone who has a small business in that group that's in your community that could come to your office and do some sort of, Event or just like team building exercise at the practice. so I'll get where, how this kind of comes into getting new patients in a bit.
Mm-hmm. . But the first way that you can look at this, is like as a team building opportunity. So think of people like, Yoga instructors or think of someone who maybe teaches people how to meditate. Invite that person to do a session at your office for your team one day. And one, it's gonna be a great team building exercise.
It's gonna be something that's beneficial to, you know, everybody on the team. But what you can then do is say, Hey, we would love for, you know, you to post this on your Facebook and your Instagram account. You know, talking about how you had this session here. We'll share. To our audience that way in case you know, people can go check out your yoga studio or whatever the case may be, but then if they're sharing that they came to your practice, they're going to be putting your practice in front of their entire audience too.
So it's obviously ideal. To find somebody who has a decent social media following, like, you probably wouldn't wanna do this with a yoga instructor, or somebody who teaches medication who's not on social media. Mm-hmm. . But, finding someone who has an audience and, and cross promoting with each other, um, through that.
But then the second piece of this, which is, you know, really the cool thing is if you're in with the Facebook group where you found that individual, you can then, Pictures and videos of that day where that yoga instructor or whoever came to the practice and give them a shout out and tag them in their business in that post saying, Hey, we wanna thank, you know Michael's yoga studio for coming to our dental practice and Rancho Cucamonga and doing a full day, you know, or a half day session or whatever the case is.
It's like definitely go check them out. And oh, by the way, if you guys need a dentist in the area, we would love to, be your dental home. So it's a way that you can promote yourself, but while doing so, you're promoting another business and you're not going to get kicked out of the Facebook group because it's not like you're just going in there.
And dropping a promotion, it's like you used somebody's services in that group. You supported another local business. So it looks, you know, it shows that you're supporting the community while also just putting yourself out there that, hey, you know, we're also here. We would love to, to help those in the community.
So that's really what we're starting to find is Almost like a ground marketing technique really, but just doing it through these Facebook groups, and again, there's so many different options that you could do with this. You could do an onsite, somewhere else where you actually go and do like, a obstacle course.
You know, somebody like that owns like an obstacle course thing in the area, whatever it is. I know one thing that's like really popular right now in the Midwest, I don't know if, it's like nationally. Ax throwing is like a thing Okay. That a lot of people like go and do now. So, you know, it's, it's all about just how can you get and support other businesses in the area and then talk to that person and ask about how can we, cross promote each other to our audiences to drive more business.
And the great thing about it is, it's free with the exception of whatever you may pay to get the person to come out and do the event, or if you go do. , activity at their place of business. Yeah. Okay.
Michael: So then how would you recommend we go about doing this? From step one, we're going inside the Facebook group.
We're looking betting, and then we're like, okay, let's see who has a good following. So would that take some time, I would assume, right. .
Shane: Yeah. So, yeah, it's just a little bit of groundwork at the beginning. Mm-hmm. . So the first thing you wanna do is, you know, go to Facebook and search small business and then type in whatever, city, town you live in.
That's the first thing. And join all of those groups, um, and you would join those from your personal, profile, your Facebook profile, but make sure it has. Listed on your profile, owner, dentist at such and such practice, so that that's listed in there. So first thing you wanna do is join the group.
Once you've joined the groups, you can then search the group members. And the first thing that I would personally do I would scroll through the Facebook group and look at. Who's actively posting in there? You know, who are people that are regularly posting or promoting something in that group and looking at what it is that they, do.
Are they real estate agents? Are they gym owners? what is it that is their profession? If you find somebody who's really active and you can. , that person could really benefit. my team, we could do something fun with them, have them come out to the office, do a day session, whatever the case is. Then that would be the person, you're trying to, reach. So I would just scroll through the group, look at, see who the active posters are, and then just make a list of, how could we use this service? Could we use this service? And, and then, you know, from there you can check out their.
Page profile and see how many followers they have, and then it's from there, Michael, it's just about sending a message to them, on that group and introducing yourself as a fellow small business owner in the community who had saw one of their posts and was like, Hey, I would love to, do this or have my team do this.
How can we, get set up with you guys and maybe promote each other, um, in the community. So it's really kind of three steps joining the. Researching the group and finding out, who would be a good fit to kind of partner with. Mm-hmm. and then just reaching out to that person and so far the offices that have done this that we work with, nobody's been turned down because everybody wants to partner with another local business if they can to help mutually benefit each other.
Michael: Yeah. Do you think they should also kind of like once they come in, let's just say it's like the ACT's throwing, right? You go to them. We ask like, Hey, is the manager here or the owner here, kind of thing. Like that. Or,
Shane: that's a great question, Michael.
Usually what we're finding as of right now at least, is it's usually the owners or like the main, manager, branch manager, who is like the member of these groups. Mm-hmm. , um, because they're the actively, the ones that are trying to. Grow their, footprint in the community. So if for these smaller businesses, it's usually, you know, the owners that, that we're seeing in the groups.
So it's a lot easier to, you know, be talking to the, the main person rather than going to their website and then having to see, you know, hey, who's the owner or the manager and contacting them. That way you may have a hard time getting through. that initial gatekeeper, but if you're reaching out to the owner directly on Facebook and you'll be able to find that out, you know, obviously by clicking on their profile and it should say if they're the owner slash operator or whatever the case is of mm-hmm.
such and such business.
Michael: I like how you mentioned join from the personal Facebook because that, I mean, I get that question.
Everybody gives that question like, should we, they wanna join with their like business Facebook? Why is that
Shane: not a good idea? Yeah, because I think we're the business. if you create, you know, business page and you try to join through the business group, it just doesn't have that personal connection that, you're looking for.
And it can sometimes raise red flags with group admins. I mean, you know, Michael, you're group admin. It can raise red flags of us. This person just gonna come in and spam the group, nobody wants that who's running one of these Facebook groups. So when you join in from your personal profile, it's showing that you're actually there trying to. Meaningful connections. You're not afraid to hide your face right, or hide behind the business, and you're just more likely to be looked at as like a legitimate person or poster contributor to that group, rather than going in and joining through the business page where in that case there's just no personal, touch to that.
Michael: Yeah, I can see that a hundred percent. Awesome. And then so when we go in there, we're talking to them, let's just say we're going in there, talking to them and then, The owner's like, Hey, yeah, yeah, come on in. Should we do something where're like, Hey, if your employees Or like, wait and then have them, you know, until you guys interact more.
What? What do you
Shane: think? Yeah, no, I'm glad you asked this because we would, suggest, or the way we're suggesting it right now is go in, you know, u utilize their service, whatever the case is, kind of use that the first time. And, and that's kind of it. but then follow up, a month down the road and saying something like, you know, Hey, we just wanna say how much we appreciated you guys.
Maybe you drop off. to go whitening boxes, you know, crest whitening strips, something along those lines to the, business and to the group, and put some membership. If you have a membership plan, which hopefully you do in the practice, practice, put some membership plan, graphics or a QR code that goes to your membership plan in that gift box as well.
And so when you give that to the, the manager there, let them know, you know, Hey, we just really enjoyed, you know, utilizing your service. Obviously, you know, we're another small business in the area. If you don't have, currently any like dental insurance that you're offering your team, because, you know, we understand small businesses, a lot of them don't have that.
here's an option for the people who work here where they can come to our office and join this membership plan. And so that's a way where you can then start to. Build that, relationship a little bit more, taking it to the next level and kind of showing them how you can, you with their team and, and provide those type of benefits.
But I would say wait at least a month after you've kind of really connected with that person, utilized their services already. That way it doesn't look like you're trying to get something from them. and that's it. You know, you want to look at this as, you know, how can we show them we're wanting to utilize their services as much as possible, we value them. And at that point, reciprocity just comes into play where they're gonna wanna be able to do whatever they can for you to help promote you and your business, um, because you've shown support to. .
Michael: Yeah. Awesome man. Awesome. I appreciate this, Shane, and I appreciate your time and if anyone has further questions, you can definitely find 'em on the Dental Marketer Society Facebook group, or where can they reach out to you directly?
Shane: Yeah, no. So they can, uh, always find us@crimsonmediagroup.com. It's a great way to reach out to us, through that platform. And yeah, we'd be happy to answer any questions you have about your current marketing or what marketing maybe we, you wanna explore doing, you know, definitely reach out to us and we'd be happy to be a resource.
Michael: Yeah. And real quick, you, y'all still do the free analysis, right? For.
Shane: Yes. So we do, just for Michael's audience here, we do a free marketing analysis for, any practice owners in this group. So we'll go through, we'll look at, what people are looking for when they're, when they're searching for a dentist, who's advertising in the area, what are they advertising? That way you get a really good glimpse of the kind of landscape in your community, and it's just really great insight, if anything. So, yeah, if you wanna check out. what that's all about. You can reach out to us through, again, crimson mediagroup.com and just let us know in the comments that you'd like to request a marketing analysis and, uh, we'd be happy to to do that for you.
Michael: Awesome. So guys, that's gonna be the first link in the show notes below, so go check it out, get your free analysis and shin. Thank you so much for being with me on this Monday morning marketing episode. Thanks Michael.
What does it take to have an unmistakably excellent startup?
In this episode, we're exploring the world of dental practice management with Alan Withall, a seasoned dental consultant with Henry Schein Dental. Alan shares his remarkable journey from Wisconsin to New Jersey, tackling the initial hurdles of the dental supply industry that led him to establish the F.Y.I. Study Club. This initiative has blossomed into a vital resource for dentists, aimed at educating and equipping them with the tools needed to start and expand their practices successfully. Alan reveals how he bridges the gap between dentists and key industry resources, enhancing their business acumen and operational success.
Through this engaging conversation, Alan offers an insider's view on critical aspects of launching a dental practice—covering everything from the essentials of obtaining bank loan pre-approvals and managing budget constraints to avoiding pitfalls like underinvesting in equipment and marketing. The episode brims with practical advice, including the benefits of 3D printing technologies and the significance of effective systems and billing for sustained growth. Alan's commitment to his clients shines through as he discusses fostering strong networks, systematizing operations, and leveraging tools like the Henry Schein Practice Analysis to uncover untapped opportunities.
What You'll Learn in This Episode:* The journey and challenges faced by Alan Withall in the dental industry. * Strategies for starting and growing successful dental practices. * The role and benefits of F.Y.I. Study Club for continued learning. * Importance of creating a resource network for dentists. * Tips on securing bank loans and budgeting for dental startups. * The need for investing in quality equipment and strategic marketing. * Advantages of adopting 3D printing and scanning technologies. * Insights on systematizing operations and managing employee turnover. * How to utilize practice analysis tools to boost financial returns.
Tune in now to learn with Alan Withall and elevate your practice!
Guest: Alan WithallCheck out Alan's Media:Phone: 262-389-0532
Instagram: instagram.com/newyorkdentalconsultant
Facebook Group: facebook.com/groups/326618684157415
Love the Podcast? Let Us Know How We're Doing on Apple Podcasts!
Other Mentions and Links:
Businesses/Services:
Henry Schein
Bank of America
Wells Fargo
WeCare Practice Advisors
Google Ads
WeCapture Media Group
LLI Advisory
Clinician's Choice
vVARDIS
Tools/Resources:
PowerPoint
Henry Schein Practice Analysis
Kasper
Indeed
Dentrix
People:
Justin Ditkofsky (WeCare Practice Advisors)
Dr. Kareem Osman
Jerry Iaconvano (LLI Advisory)
Groups:
The Making of a Dental Startup (Facebook Group)
Products:
Curodont
Perio Restore
Primescan Scanner
3Shape Scanner
Insurance Codes:
D0120 - Dental Exam Code
D0140 - Emergency Exam Code
D9110 - Emergency Palliative Code
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Can focusing on just ONE aspect of your life or practice truly enhance your overall fulfillment and success?
Join me as I delve into a fascinating conversation with my return guest Dr. Avi Patel, an expert in the concept of singular focus. Avi eloquently unpacks the transformative power of honing your energy on one dimension of your life or practice. From personal anecdotes of bettering his marriage through therapy to using this single-minded approach in his dental practice, Avi provides a fresh perspective on achieving unparalleled results through the art of simplification.
As we explore this captivating topic further, Avi demystifies the age-old conundrum of juggling multiple goals. His advice? Shift the lens from defining a myriad of large objectives to establishing non-negotiable standards. By laser-focusing on mastering one skill at a time and leveraging consultants or mentors who've tread the same path, we can optimize our efforts and enhance our personal and professional lives. Avi shares his current focus which involves expanding his scope beyond the clutches of conventional dentistry and into the intriguing realm of content creation in the dental industry.
What You'll Learn in This Episode:* How channelizing your energy and resources into one facet of your life can reap more fulfillment and success. * The power of simplifying your goals into non-negotiable standards. * The benefits of seeking advice from consultants or coaches who have experienced similar situations. * The importance of focusing on one KPI at a time and allowing your brain to problem solve and improve other areas organically. * Avi's current career pivot - stepping away from clinical dentistry and moving towards content creation.
Ready to dive in and discover the untapped potential of singular focus? Tune in now!
(This episode originally aired on February 5th, 2024)
You can reach out to Dr. Avi Patel here:Instagram: https://www.instagram.com/doctor.avi/
Avi's Clear Aligner Course: https://www.clearaligneradvisor.co/launchpad
Other Mentions and Links:
Podcasts/Publications:
438: DR. AVI PATEL | CLEAR ALIGNER ADVISOR
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Avi. So talk to us. What's one piece of advice you can give us this Monday morning?
Avi: So I, my piece of advice would be to kind of simplify, I. Everything you're doing and focus on one thing. And I think a good place to start is with yourself. So, and then even with yourself, right? There's different aspects.
There's your mental self, your physical self, your emotional self. And I think if you first focus on your mental self and you do what you can to get that in order and get that into a place where. You have more control. Uh, I'm not talking about mind control, but something, something close to that. But if you, if you focus on your mental self, everything from that point I believe flows.
So, um, for example, myself, about two and a half years ago, I started doing therapy. I was doing it because I wanted to improve. Um. My relationship with my wife. Mm-Hmm. And I just wanted to be a better person. I wanted to be able to support her better, but then also myself, just be better. I think that was like the goal.
Mm-Hmm. And what I noticed from that point on was I started creating these habits because my focus was on improving. Essentially my mental health or myself. I started creating a morning routine. And so that morning routine was journaling, meditating, stretching. That then led to me being more organized, more focused during the day, uh, less stressed.
so that's kind of how it went into the business way of how it helped me in life. But then physically, um, I got into the best shape of my life. I started being more intentional about what I was eating, what I was kinda spending my time on in terms of working out movement, stuff like that.
And so just by starting on focusing on one thing by myself or on my mental health rather, all this stuff flowed. And I think you can translate this to other aspects of your life, your business, and everything. Because whenever you're focusing on too many things, right, and I think especially this time of year in January, everyone's got a million goals going on.
Probably by the time this thing airs, most people won't have any of their resolutions continuing. But, ' cause I made the same mistake, right? And everyone hears it. Mm-Hmm. And I think I, I felt. So much relief when I looked at the multiple goals that I wanted to basically achieve this year personally and business-wise.
And, uh, I felt so good when I eliminated like 90% of them because. I think people get confused on like, having a goal and then actually having something to do, right? So when you have too many goals, then there's so many things to do to achieve all of those goals. You're never gonna get it done. Mm-Hmm.
And I kinda just went back to my roots of like, when was there a time in my life where I was growing rapidly, feeling good about myself, achieving a lot of success, and it's back when I was just doing, or focusing rather on like one thing. and so. I kind of remembered that and then I went back to it. Uh, simplified the morning routine again, these days to we're not trying to do 10 things before I start.
It's more so just keeping it very simple, very efficient, because what happens is when you start getting those wins, those wins start to stack, and then next thing you know, when you look at it, you know, a year in review, you've achieved so much more just because you were focusing on one thing at a time and kind of chipping away at it.
Michael: Gotcha, man. So right now you're kind of mentioning or you're letting us know that have one thing to focus on. Mm-Hmm. so in a specific aspect, we have to have one thing to focus on or like just in general, like, I want a better life,
Avi: I would say. So if you are someone who is trying to, like, if you feel lost and you actually don't have a sense of direction or whatnot.
Yes, only one thing because what's gonna happen is you're gonna pour, you know you're gonna pour more resources, more time into that one thing, your one big thing, and then from that other things will flow. Right. So if you wanna have a better love life, if you are spending a lot of your free time, you know, focusing on your business, focusing on your health, and like having all these diets working out and all that stuff, and then you're then trying to find time to like do things that would help your love life, you are, it's gonna take you longer to achieve that.
Where is, if you say okay. The priority for right now is my love life. That doesn't mean don't do anything for the rest of your, you know, the other aspects of your life. Yeah. But that should be the thing. That should be the main thing. And then once you have that, you, I. We'll find that when, if that is truly what you want to accomplish and like improve your happiness, and there's almost gonna be like a spillover effect, right?
Because we're human beings, we're dynamic. It's things are not just, you know, in solitude, but when you're able to focus on one thing, you're able to see, um. More results in that area. And then from that there will be an overflow. Because if you feel more fulfilled in your love life, you are gonna probably have higher energy levels.
When you have higher energy levels, you're going to be able to probably do more things, whether it's in your business or for your own health. but it all flows from that one thing where if you're trying to take your limited resource, which is energy, and then spread it out all over the place, a lot of things are just not gonna really move.
Yeah.
Michael: Could I ask this this year? Like what is it? You're, the thing you're focusing on.
Avi: So it's, right now it is, I'm doing it kind of in, in chapters or phases. So we're expecting our first kid in two months. Oh, nice. Okay. Yeah. So I know that's gonna be a huge change.
Um, yeah, so basically I was like, cool, well, since life is gonna look different after that, what do, what do I need to do now to be in a place to where I can, 'cause my big thing is all about optionality. I love having optionality. I love, you know, not having to be limited by things. And so the biggest thing that I hear from parents is, you know, the biggest thing that.
They get a a, there's a big crunch in time and your energy because now you are kind of giving to this human being. and, and you, you also, and everyone also says it's the most rewarding thing and it's, they always wish they had more time when their kid was younger and they could be there. So I'm like, cool.
I need to simplify. Other things in my life to create that space so that way when the baby is here, I can receive that. So for me, from a business standpoint, I have, or I'm trying to currently simplify all the processes in the business. So right now, um. My business is the online ClearLiner Education Program.
and a big arm of that is supporting the doctors in the program, but then also creating content on social media to provide free value for people. So I am working on simplifying the content creation part and also simplifying, um. The program itself, so that way it provides the most value for doctors in it.
but then also doesn't take up, an extraordinary amount of my time to deliver that support and that value. Gotcha. Okay.
Michael: So this, are you only doing now the online Uh, course, yeah. Or are you also working at a practice still?
Avi: Nope. So I, I stepped away from clinical dentistry back in September. I was doing it full-time and then slowly went down to part-time, and then with the growth of the program and I.
Content creation, social media and all that. I decided to go all in on it because it's just, it's the passion of mine and it's, I feel like it's my calling to help innovate and, um, help move the industry forward And, mm-Hmm. I feel like a quote that kind of stuck with me, or I don't know if it was a quote, but basically someone told me it's like you're either working in an industry or you're working on an industry.
Mm-Hmm. And it's hard to work on an industry when a lot of your time is kind of. While you're working in it, right? Mm-Hmm. I think there's kind of like a balance. So I'm kind of using this chapter in my career to kind of step away from the chair and, and dedicate more time and resources into ways that I can help kind of work on the industry.
Michael: Yeah. Okay. Man. I like that though. I like that. Um, part of simplifying goals because I feel like goals is like a, sometimes like a shiny, fast, cool word, right? Like, Hey man, I wanna have these goals when it's more, um. Non-negotiable standards. Right? That's what it is. Like I wanna have a non-negotiable standard.
This is it. And then I gotta reverse engineering on how to make it happen. And it's easier to do that if you have one, right? Mm-Hmm. One specific one. Boom. Did it next. Right? But if you have all these big, shiny goals and you're like, man, I wanna lose a ton of weight, and you don't know how to do it kind of thing, right?
Avi: Correct. Correct. And even just like. Relating it to dentists, right? Like if you've got a practice and you, you have a goal if you want to increase the revenue, right? Mm-Hmm. Where then it's, everyone always tells you, okay, well cool, you pick a number, then you reverse engineer it. How are you gonna get there?
Um, from my personal experience, when it came to just like leveling up as a clinician, I found that when I was trying to learn how to do multiple procedures clinically at once, like when I wanted to become a better clinician, I wasn't like. Immersing myself in it, so I wasn't actually able to get as good as I wanted to.
The example here is when I started with like implants and aligners, I pretty much learned them both at the same time. and so I was splitting my time between it. Implants. It was a little bit longer for me to kind of get going just because it is surgery and it just, you know, it's very, I mean, it's surgery, so it's, it's, it's pretty crazy.
Mm-Hmm. Yeah. Um, but then with aligners I also just started to see, um, more success with it. And then I slowly started to like, immerse myself in that. And so when I was focusing on that one procedure, it wasn't just about moving teeth. It's how do you talk to the patient? How do you get the team on board?
How do you schedule them? What do you do? So I was able to like work through all that by being focused. Where if I was trying to like iron out implants, learn it, implement it, and do aligners and like, you know. Do other procedures and, and work with the team and all that, it would be too much. And I know a lot of dentists probably feel that way, but I think the answer is, is like until you're like proficient in something, you should pick like one skill, whether it's business right, or clinical, and focus on that for the year to grow.
You will know when you get to a point where you can kind of now choose a different area to focus on. So that's why it's like. I think a lot of dentists, right? Stress comes into play. There's always a lot of hats to wear. but I think kind of taking the pressure off yourself by just wanting to focus on one thing, knowing that other people are going to tell you, oh, you need to look at the KPIs.
You need to look at this. You need to look at that. Yes, you do. But what you have to do in the beginning of anything new is focus on one thing. Get good at it and then move on to the next Mm-Hmm. Gotcha.
Michael: So then how does that kind of play a role in, for example, software? Right? They're like, Hey, all these features and everything like that, and you're gonna be able to look at your dashboard and your analytics and then you're like, cool.
'cause that contributes to the goal that I wanna make more collections. I wanna make a million dollars this this year, right? Like I wanna be Mm-Hmm. A million dollar in collections this year. And then you look at it. I feel like there's too many features of everything. You know what I mean? To just be like, uh oh, we'll focus on this one thing.
'cause then like, what if your new patients drop 'cause of the time, or you know what I mean? And all this other stuff. How do we, I guess, keep our blinders
Avi: on? So I would say the best thing to do in that situation is talk to someone who's done it before. Right? Talk to the, there's a bunch of dentists, coaches, consultants, people out there who already know what these like successful practices look like.
Talk to them, ask them, Hey, if you were to start over again, or if you had to go back, what is one area that you would focus on for 90 days? What is one KPI metric that you would focus on that you feel like has the highest leverage? Right. When you say that, now you're able to lock in for 90 days, you're able to see that metric.
And the thing, what's gonna happen is once you go down that rabbit hole, you're gonna find all these other things along the way. So it's not that other things are gonna drop off, you're just, you're shooting your shot. To get better at one KPI, but then when you're doing that, your brain will start to problem solve for ways to improve that KPI.
And when you're doing that, you're gonna touch other parts of your practice. Does that make sense? Yeah, that makes
Michael: a lot of sense. I like that question. What's the one thing you, you know what I mean? Like for, for you looking back, right? Starting out? Yeah. Because I think you told me one time we in one, a previous episode, and I'm gonna put a link to it in the show.
It's below, but. You were looking to do practice ownership, right? But then you're like, uh, I don't know. Or kind of thing, right. Or an acquisition, I wanna say
Avi: no. I don't know if I went that route. I think it was more my, my story kind of high levels. I was always an associate, but I'd worked in a bunch of practices and so it was like I was looking at okay, like what can practice ownership give me that I don't currently have?
Mm-Hmm. And also like. Is it worth for me to go down that route with all the resources, time and everything like that? And I think, I don't have a knock on practice ownership. I think it's great if you're, you know, doing it the right way. But for me, this route of going into like education and like uplifting other doctors to learn this procedure was like the bigger kind of pull for me in terms of my career story.
Yeah. So
Michael: looking back. What's one metric you focus on for 90 days? If you had to start over,
Avi: uh, as a dentist wanting to like do aligners or just as like a dentist in general,
Michael: as a dentist wanting to do aligners, like what you're doing, education. Going down that route. I
Avi: would, yeah, if I knew, if I started back and knew nothing, I would get with somebody that knows how to do it.
Pick their brain to know what cases are easy to treat, what should you not do, right? And then, um, how to get patients to do it. I would focus on those three strategies. And then the actual, like metric, I would hold myself accountable to the point where every week I would start tracking how many patients did I talk to about it, and how many patients said yes.
Like very simple. And then. I guess over time I would see like how many patients on average am I talking to a week? How many you're saying? Yes. And then from there, try to figure out, okay, why aren't they saying yes or how can we get more patients to say yes, or how can I talk to more patients, you know?
Mm-Hmm. Like that's how I would do it, but how many people I talk to and how many people said yes would probably be the two metrics I'd focus on.
Michael: Nice. Okay. Awesome. I mean, thank you so much for being with us on this Monday morning episode. If anybody had any questions or concerns, where can they reach
Avi: out to you?
Uh, Instagram is the easiest. My handle is doctor.avi and uh, yeah, just shoot me a DM and I'd be happy to chat.
Michael: Awesome. So that's gonna be in the show notes below. And Avi, thank you for being with me on this Monday morning episode.
Avi: Thanks Michael.
Ever felt stuck in your professional journey despite years of experience and education?
This episode dives deep into the transformative story of Dr. Jeff Buske, a dentist whose career took a turn for the better after overcoming early frustrations and burnout. Jeff candidly shares his experiences with un-fulfillment and low patient volumes, painting a vivid picture of how connecting with mentor Dr. Bruce Baird reignited his passion for dentistry. This pivotal relationship steered Jeff towards a profound realization: success isn't merely about hard skills but also a mindset shift.
Together, we explore Jeff’s profound transformation from feeling overwhelmed to embodying a holistic approach to life and work. Integrating physical, emotional, and mental well-being into his practice, Jeff uncovers strategies for coping with stress and achieving both personal and professional fulfillment. He highlights the power of daily routines centered around four key areas: body, being, balance, and business. Through these insights, Jeff illustrates how clarity and specific objectives can drive lasting growth, supported by practical leadership and conflict resolution skills.
What You'll Learn in This Episode:* Jeff Buske’s journey from burnout to renewed passion in dentistry. * The importance of mindset shifts alongside skill development. * Strategies for integrating holistic well-being into daily practice. * The role of daily routines in maintaining integrity and empowerment. * Effective leadership and conflict resolution techniques for team dynamics. * How to set clear targets for substantial and sustainable growth.
Tune in now for transformative insights from Dr. Jeff Buske’s journey in dentistry!
Guest: Dr. Jeff BuskeCheck out Jeff's Media:Instagram: instagram.com/dr.jeffbuske
LinkedIn: linkedin.com/in/dr-jeffrey-buske-12201010a
Coaching: stan.store/Jbuske
Other Mentions and Links:
Education:
Dawson
LSU
Dr. Steve Buchanan (Courses)
Groups:
Dentaltown
People:
Dr. Bruce Baird
Garrett J White
Tony Robbins
Brad Pitt
Movies:
Fight Club
Events:
Warrior Week
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Having trouble hiring and retaining GREAT hygienists?
In this episode, we're exploring how to redefine your approach to attracting and retaining valuable team members like dental hygienists. I'm here today with Kari Carter-Cherelus, who shares transformative advice for creating more welcoming and inclusive work environments. By advocating for flexible work schedules, Kari sheds light on how dental offices can better accommodate the diverse needs of their staff, particularly women navigating caregiving responsibilities. From job sharing to customized shifts, our conversation delves into practical solutions that satisfy both employee and employer needs.
Kari brings a wealth of insights drawn from her interactions in various professional online communities, where she observes the power of communication and fairness in fostering productive workplaces. She emphasizes the importance of respecting cultural diversity and personal commitments, encouraging dental practices to embrace policies that are not only beneficial but also compassionate.
What You'll Learn in This Episode:* The impact of flexible work schedules on staff retention. * Practical examples of successful job-sharing arrangements. * The role of open communication in creating a fair workplace. * Strategies for respecting cultural diversity and personal commitments. * How to cultivate an inclusive and supportive office environment.
Unlock strategies for a happier, more cohesive dental office workforce by tuning in today!
You can reach out to Kari Carter-Cherelus here:Website: Bit.ly/burnoutdentalhygienist
Email: cherelussmiles@gmail.com
LinkedIn: linkedin.com/in/kari-carter-cherelus-rdh-da-65094b49
Instagram: instagram.com/kmc.smiles
Facebook: facebook.com/kari.cartercherelus
Other Mentions and Links:
TV/Characters:
Michael Scott
The Office
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Carrie, so talk to us. What's one piece of advice you can give us this Monday morning?
Kari: I'm going to say that if offices can be more flexible with their team members, then they probably will be able to attract more and retain more team members. A lot of dentists complain about not being able to find a dental hygienist.
Where, statistically speaking, most hygienists are women, even though it is a diverse field, so there are different genders in the field as well. However, that's just the fact of the matter, and most women are caregivers, they may have children they have to take care of, or someone in the house that they have to take care of.
So if they can actually make that schedule more flexible, instead of just being straight eight to five or eight to whatever it is, or whatever that time is, and actually maybe job share, then they actually will probably be able to fill that position that they've been trying to fill for a year or two.
Michael: Job share. You mean like sharing the position?
Kari: Basically. Yeah. for example, I'm a mom. My child is three. I have to drop them off to preschool and pick them up within a certain period of time, or I would have to pay for aftercare before here. And so there's many people in the same positions and they would dream of having a schedule from eight to three where somebody else would like to have a schedule where maybe they could work.
12 to five Or seven. So you would be able to have someone who could fill that initial bulk of time that you need. And then if you're trying to accommodate patients by having the office open to a later period of time, then they may be someone who is actually looking for that schedule.
Michael: Hmm. Okay. Gotcha. So can you share examples of flexible work arrangements that have resonated most with team members you've worked with or your team members?
Kari: Online, I have a Facebook group of about almost 10, 000 people, but I'm in a lot of Facebook groups, and a lot of hygienists would love to have that schedule from like 8 to 2 or 8 to 3, whereas other people need more hours, and so they would like to have a longer period of time I've worked All different types of schedules.
And so maybe I've worked full time five days, six days a week sometimes, or I've only worked three days a week. And then there's been times where I had worked from eight o'clock to five. And times when I worked from 11 to seven, sometimes that was broken up throughout the week, and sometimes that was consistent.
So when you have different changes in your life, such as being a Becoming a mom or some are widows or different things, then they may need some variations. So not having that cookie cutter schedule, of course, a dental office is a business and they need those hours filled and patients need to be seen.
However, just finding something that works. For everyone really has helped a number of hygienists that I've spoken with and dentists have been happy that at least they have someone filling their Chairs, and they're not just having to continue to have temps or to not have patients being seen They're not turning away patients because they have no one to see them.
Michael: Got you. sounds awesome would a practice owner or someone be hesitant to do this?
Kari: Probably because they just want someone to feel that time. So they just, you would have to be open minded and sometimes in dentistry, not all dental professionals are open minded.
They want a certain person to fulfill that job, or sometimes it's a certain look, or a certain gender, and so you would have to actually be open minded to be willing to have a schedule that isn't the normal schedule, and then also we're open Sometimes they're afraid of other employees being upset.
Recently I had someone upset in my Facebook group because they had kids and they had to negotiate that schedule. So they felt that the hygienist who had negotiated that schedule, who got off at two 30 to go pick up her kids was a slacker and lazy, so they may not do it because they may feel like other team members may feel jealous.
So why does this person get to get off? I have family too. I have kids too. So they're. Jealousy or just treating everyone the same, but in that sense, then you don't have someone who's filling that chair. Now, some practice owners have seen that if they don't do this, then that loyal employee who's been there for a long time is going to leave.
They're going to find other employment or they're just going to choose the temp. So it really behooves the office to come up with different ways to make everyone happy, which is pretty, pretty important. Difficult to make everyone happy, you know, that's very hard to do, but to think of different ways to be able to attract and retain team members, because that is hard.
People constantly complaining about the dental shortage. instead of just complaining about it. And complaining about maybe having to pay more in wages or not being able to find someone or name calling, actually coming up with different solutions that are going to help the office out as well as the team member and showing that you care that you actually would work with someone allows them to be more loyal to the practice because they see that the office bent over backwards to really help them to maybe have that flexible schedule for whatever the reason is that they've had it.
Michael: Yeah, that's true. That's a good point. What happened in your Facebook group too, because I feel like if that starts happening, you start noticing disunity, right? Like, Oh man, the one person's like angry at another person. Is it just because of this reason?
Or was there an underlying solution there? Did y'all guys really not like each other this whole time? Kind of A thing, right?
Kari: I mean, The whole post got deleted because so many people were like do you just not like the person because of the schedule or are they actually slacking?
Like, What is the actual things? Because some people said that's my exact schedule. That's the schedule I have. My doctor bent over backwards. I do a lot of remote work now. And all the different things that I do. So I temp because of having my child, you know, it's very hard to find that schedule.
It's very difficult to find it. When I do look online like, what will happen if everything falls apart and I need to get a clinical job? The jobs, they want you to work four or five days a week from eight to seven. So how am I going to raise my child? And that's one reason there is a dental shortage among hygienists because of that offset of the work life balance.
Many people feel that they are not actually paying attention. playing an active participant in their child's life or in their own life. So they're wanting to have more balance. So somewhere we got lost in the profession. Quite honestly, I've been in a dental profession for 25 years. One of the reasons I chose it is because it was built to me as a great job for moms.
So if everyone wanted to have a kid, then, it was flexible. I can maybe work three days a week and somewhere, maybe because of the insurance industry, I don't know. We kind of lost sight of that and that we are trying to cater to patients so much that we're not really allowing the team to get what they need out of life as well.
Michael: that's Something we've been seeing a lot too, but I feel like whenever we talk to a lot of practice owners, hygienists, things like that, right? And dads too. Dads too, but like moms specifically there's a lot of that. Have you heard of mom guilt?
Kari: Come on, don't mansplain it. I just gave a course on mommy bird out from mommy dentist and business.
Yes, mom guilt is thing, You they have a special thing for my son Friday at his school, he didn't go to school the other day, but I saw the volunteer thing, and they only had three volunteer slots, and it was already filled, and I was like, I would have wanted to go to that, I wish I had, So yeah, we deal with a lot of guilt and a lot of moms who are dentists or hygienists or assistants or whatever, they're missing out on key things with their kids lives.
So key events that the office is saying they can't go to, or one dentist she wrote in a Facebook group when I was doing some like research she wrote that she missed the kid's first day of school. And so she asked the kid, how was your first day of kindergarten? And then you're like, Oh, I told dad already, ask him.
Michael: no, yeah, you miss out those key moments. You're absolutely right. So then you have to have a team that also wants to support that as well. Not just for the practice owner, but for like the hygienist for even assistant for everybody. Right. Like Understand Hey man, that's, She has to go see her child or something has to happen right, with the child.
So how do you train them to be like leaders, to truly support an inclusive and flexible work environment?
Kari: It's gonna have to be really having that flexibility. Open communication and then making sure that everyone is on board. So having a positive office environment, does have to be fair, so if other people aren't able to leave or they can't have that schedule, then what are you doing for them?
So if they don't have kids, it's not fair that they never get to leave early sometimes too. So how are you allowing them to leave or allowing them to take PTO and things? So that's what's important, making sure that you're there for everyone. Because when I didn't have a trial, sometimes I face like discrimination in a way at the office.
Because maybe I didn't get to see a patient that was as productive and I'm, if I'm being paid base and on bonus structure, I was told well, you have a husband, he's got a good job. It's like, what does that have to do with anything? Or I'm a single mom. So it has to be fair because that coin can go both ways.
So you have to be able to understand how someone can feel that it's unfair that someone gets to leave every day. But at the same time, do they ever get to leave or can they come in later? How are you accommodating everyone in the office, which although difficult to do, with good communication and making sure that the team, feels that they are part of the practice.
They all want the practice to do well. They're invested in the practice almost like an ownership, then they're going to be more inclined to support one another.
Michael: Okay. I like that. So then how do you make sure, I guess your diversity and flexibility policies. Are truly felt by the team and not just formalities.
Kari: That takes time. So it may be having someone like a coach or consultant come in and make sure that you're actually implementing those different policies, because I'm sure we've all worked in places that said that, Everyone has that little federal guideline that they're supposed to acknowledge as far as we don't discriminate against race or religion or everything like that.
But I've been on plenty of interviews where it's not said, but you know, oh, that is actually discrimination going on. So for that to actually not happen or for it to be a diverse environment, then they have to make sure that they're recognizing all the team members. So Think about the holidays.
So not just recognizing one particular religion's holidays, recognizing that other team members may celebrate different holidays. If the office has someone, let's say, who's Muslim and they're, dealing with Ramadan, then are you respecting that and what takes place during that time or Jewish or Christian, whatever.
So making sure that you're respecting everyone in their Particular beliefs making sure that you're giving people grace just constantly learning about it. One thing that the office could do is to take continuing education courses together, and that way it's not just put all on one person and everyone's not.
Awkward and everything, ideally outside of the office, probably, unless you have someone who's training that to come in, you don't want it to be like the office situation with Michael Scott and how it like goes, I love that show, but how it goes contrary to the whole thing. It's like, this is worst uh, example.
So actually making sure that everyone feels supported and included. I know even yesterday. I saw on a Facebook post about is it okay for people to take the day off or a mental day and everything? And so sometimes people need to take a mental day. Sometimes what may be affecting one person isn't affecting the other person.
Or you may not understand what's going on. you know, there was a lot yesterday since it was the day after election. So just seeing that there are so many different, Thought processes. So recognizing that obviously not everyone may feel like you feel. Just giving everyone grace and being kind is important.
So fostering that team is important. Sometimes having team building exercises can definitely help. Going places as a team conferences are the best, making sure that the office is supporting the team. If they're mandatory going somewhere, they should be paid so that you don't have people who are resenting this mandatory.
Event is important as well.
Michael: Interesting. Okay. Yeah. When you were mentioning the example of different, make sure you acknowledge it. I thought of the office to media was like, Oh yeah. And Michael Scott. So that brings me to one of my last questions besides like the holidays and stuff like that, how do you celebrate different cultures while making everyone feel equally important?
Kari: I guess bringing it up, but not bringing it up. I don't know if it's done regularly, then it's not going to be cringe. Because we know it can be cringe around like certain months it's Black History Month. It's like, uh, you know, so why aren't we just doing it all the time?
So why are we just celebrating everybody all the time instead of waiting to a particular month and week and it's like, okay, we got that checked off and everything. We got Asian American month checked off. So it's like, stop just checking boxes and actually just living it. So regularly doing it.
And One cliche way is to do potlucks, but I don't necessarily like potlucks, honestly, because see on Instagram and TikTok, not everyone has the same standards. So one way is to maybe go to different restaurants. Yeah, you know, they're, the Board of Health has to come in and everything like that.
But at least talking about the differences the food and exploring talking about differences and how ones grew up is a way that can be helpful. I think talking about different culture, I've learned from, different colleagues and, talking about different languages, talking about different places that we visited.
So just actually being open to having different conversations where we can talk about things that aren't going to be controversial, but just respecting one another, because when we do that, then we can see things from other's side of the coin or different opinion or perspective.
Michael: Awesome. I appreciate your time.
And if anyone has further questions, you can definitely find her on the dental marketer society, Facebook group, or where can they reach out to you directly?
Kari: Social media is really the easiest thing. So they can follow me on Instagram. KMC dot smiles. My name, Carrie Carter Shirelles is on LinkedIn, Facebook, all those different platforms.
And then my email is shirellessmiles at gmail. com. And my link is Bitly Burnout Dental Hygienist.
Michael: Nice. Okay. So that's going to be in the show notes below. And Kyrie, thank you so much for being with me on this Monday morning episode.
Kari: Thank you for having me.
Discover how a dentist from Minnesota merges art and science to create a thriving rural practice.
In this episode, we sit down with Dr. Heather Holt, who shares her unconventional entry into the dental field, driven by her love for both art and science. Heather candidly discusses the key moments and influences, including her inspiring mentor, that propelled her into dentistry. Her narrative underscores the crucial role of passion and support in shaping one's professional journey, illustrating how a strong foundation of encouragement can pave the way for success.
Heather takes us through her evolution from an associate dentist to the proud owner of a bustling practice in Long Prairie, Minnesota. She reveals the challenges and lessons learned during this transition, highlighting the importance of both positive and negative experiences in associateships. Heather provides a detailed look into building a team that values trust, how simple gestures can enhance patient relationships, and the unique hurdles of running a practice in a rural setting. Throughout, Heather's story remains a testament to dedication, the power of community, and the intricate balance between professional demands and personal life.
What You'll Learn in This Episode:* How art and science can inspire a unique career path in dentistry. * The impact of mentorship and family support in career decisions. * Insights into transitioning from an associate to a practice owner. * Strategies for effective staff management and efficient office systems. * Tactics for building strong patient relationships through personal touches. * Unique challenges and benefits of practicing dentistry in a rural community. * The importance of trusting the process and maintaining empathy in patient care. * Balancing professional responsibilities with a fulfilling personal life. * Exploring future expansion and the significance of personal values in business.
Tune in to uncover the captivating journey of turning passion into a thriving dental practice that leaves a lasting impact.
Guest: Dr. Heather HoltPractice Name: Prairie Family DentalCheck out Heather's Media:Website: longprairiefamilydental.com
Instagram: instagram.com/longprairiefamilydental
Facebook: facebook.com/LongPrairieFamilyDental
Other Mentions and Links:
Businesses/Services:
Wonderist Agency
Avon Dental
Snap Fitness
People:
Leanne Mathieu Kramer (Statements Plus Compliance Solutions Inc)
Dr. Kathleen Moen
Books:
The Starfish and the Spider
Everything is Marketing
Insurance:
Delta Dental
Products:
A-dec Dental Chairs
Organizations:
OSHA
Education:
University of Minnesota
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
What happens when patients don't pay their bill?
In today's episode, I'm diving into a revealing conversation with Andy Grover Cleveland, the expert behind Collection Agency Ninja. Forget everything you've heard about the conventional timelines for involving collection agencies. Andy advocates for a proactive approach, suggesting engagement as early as 60 to 90 days post-EOB. This strategy not only streamlines financial operations but also nurtures patient relationships through clear communication.
Andy reveals the secrets to choosing reputable collection agencies that enhance, rather than hinder, patient rapport. You'll learn why early intervention is a game-changer in maintaining your practice’s financial health without compromising on patient satisfaction. From identifying common pitfalls in the collections process to crafting effective patient communication strategies, this episode equips practice owners with pivotal insights for balancing financial well-being and patient care.
What You'll Learn in This Episode:* Why early intervention with collection agencies can benefit your practice. * The importance of notifying patients about balances promptly. * How to choose the right collection agency for positive patient interactions. * Best practices for encouraging patient payments gracefully. * Common mistakes dental practices make in collections. * Strategies to balance financial health with patient relationships.
Listen now to master the art of patient payment collections in your practice!
You can reach out to Andy Grover Cleveland here:Website: collectionagencyninja.com
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Andy, so talk to us, what's one piece of advice you can give us this Monday morning?
Andy: I'm going to give something that probably goes against everything that everyone has ever heard in the dental business. I Believe you should use a collection agency at 60 to 90 days. After the EOB, which is probably very unpopular, but it's really crucial in the business of dentistry.
Michael: Interesting. there specific communication strategies that we should implement at 30 or 45 days mark or to avoid escalating to the 60 days?
Andy: Yeah, great question. Of course you want to notify. You don't want this to be blind. you do want to notify them that they owe the balance.
And even before that, you want to try to collect it at time of service so that you never create the problem. However, you know, you have a real world and you have the perfect world. And sometimes those planets are just not aligned. So if someone does not pay that full balance, After that service is provided, you definitely want to notify that patient at least a couple of times that they owe, letting them know to please pay, but about 60 or 90 days, that's when the tide turns, Michael.
That's when people decide, Hey, I'm either going to take care of this obligation or I'm not. So that's the ideal time to use it. Now, if you had interviewed me five years ago, Or 10 years ago, I wouldn't be as staunch on this opinion. It's kind of like merchant services. I don't know if you've seen this trend where now merchant services fees are being passed on to the patient.
Have you been keeping up with that?
Michael: Yeah, I've seen that.
Andy: Okay. So if you asked me five years ago, I would say that's the worst idea. It's cheesy. Don't do it. It totally devalues your practice, but guess what? Every time I order tacos, every time I go to the doctor's office, every time I go to the car dealership, and now every time I go to the dentist, it's passed on. So we're in that kind of spot where it was unpopular, but now everybody's doing it. So why shouldn't the dentist?
Michael: Okay. Interesting. So then three steps points or takeaways that you have to streamline this or make it easier, smoother. What would be number one then?
Andy: one of the first takeaways is by implementing some type of collection agency strategy that's going to reach out.
Number one, it doesn't make you the bad guy anymore. When you think about it, do you want to be known for chasing people for money or do you want to be known for treating patients with clinical excellence? So it's nice to have a scapegoat that you can blame for reaching out for the balance because it's strictly a financial driven practice.
So I guess the number one is, it's much more convenient to blame your billing company. Then is for people to complain about someone in your office reaching out too frequently. I think we can both agree the optics aren't that great.
Michael: Yeah. I think that's where I guess the patient relationship can get iffy, right?
how do you do that then Andy? How do you balance maintaining patient relationships with the need to use a collection agency?
Andy: there's no one right answer, but at the end of the day, if you hire someone to help you with the financial part of the practice, you can basically, just stay out of it.
So if you're clinically driven, to help patients. That's your focus. Let someone else basically deal with the headache. Now, another part of how that works is it will motivate a certain part of your patient base to come back to be a patient of record. So a lot of times when dentists are doing these procedures, patients will say anything to get out of pain.
So once you make that pain go away, it's sometimes could be a little too convenient to not pay. So by having a company reach out, you can actually help motivate that person to communicate with the practice and pay. And ultimately, You want that patient to be a valuable member of your clientele. So you have a divide where you can motivate people who generally value the service you're providing and keep them as a good patient of record. Also, if people choose not to pay the bill, they probably don't value the services that you rendered anyway. And arguably they're going to go somewhere else. So that kind of helps push them in another direction to maybe go down to the practice down the road and not pay them rather than come back for more service and not pay you.
Michael: Does that make sense? yeah. So then I guess break it down for me. How does it motivate the patient versus sometimes like, stress them out or irritate him or anything like that?
Andy: So it's pretty simple, Michael. If you, you got two phone calls today, once from someone, you owed money to.
And it's just their office calling you, Hey, Michael, please pay. And then you get another phone call, Michael, from a collection agency. Again, same thing, you know, you owe the bill, but the collection agency is calling. Who are you going to pay first?
Michael: one's a friend and the other one's the collection agency.
Andy: They're both the same. you owe two parties. You have no preference one or the other, but one is that business calling you for money, the other one is a collection agency calling the question is, who are you more inclined to pay first?
Michael: Oh, I don't know. That's a good question.
What are the, data show?
Andy: Generally speaking, people are going to pay the collection agency first. Middle class America wants to protect their credit.
Michael: So
Andy: generally speaking, people are going to pay the agency first. They're going to give it more importance because there's nothing negative that happens if they choose not to pay that original vendor, they'll get another statement or call next month and they'll address it
Michael: Interesting. Okay. I like that. So then can you walk us through the process of selecting a reputable collection agency? Like What key factors Should we consider?
Andy: Yeah. I mean, You really want to, interview multiple agencies. I would say the number one most important thing that you can do, assuming that people are being ethical, providing good service and being cost effective, which most are is having an agency that works directly with. Your practice management software. So we're in, a digital age and the collections business as a whole has done a very poor job on getting involved with technology. So I would definitely steer any dentist to work with the company that works with the technology. Well, You might ask, why is that important?
There's numerous reasons. That's important. Number one. You're going to ensure safe and secure and rapid exchange of information. So accounts will be sent by their team by pointing and clicking, not manually updating a web form. The second thing it's going to do is it's going to tell who's paid. So in the collections business, Michael, and it's obvious you haven't been in collections from some of your responses, which is great.
We don't want that for anybody. But sometimes the patient will actually pay as a result of that collection company contacting them. So with companies that work within the software, they should be notified when that happens. So let's paint a picture. Let's just say you're working with a collection company manually. Okay. You've sent patient ABC over for collection and the collection company has been calling them and they will call them incessantly to motivate that person. And let's just say that person paid the bill. Well Guess what? If your front office doesn't contact that agency by logging into the website, calling them, emailing, however that feedback loop is. That agency is going to continue to call that person for money. And it's going to further damage that relationship when they did the right thing and paid. So you want to have like an automatic feedback loop so that if someone does pay, it's automatically reported to the agency. So the agency doesn't cause any further harm. Those are probably the two top biggest reasons. There's many more.
Michael: Gotcha. Okay. So collection agency is just essential to have in this process, So number two, what would that look like? Bullet point number two.
Andy: Yeah, so that was identify and motivate your ideal patients coming back into the practice as opposed to people that are just dentist shopping So we want to motivate people to pay and also be a patient of record. So when you turn people over to collection Granted, they're not happy about it, but it will motivate people that value that relationship with you to communicate and pay the bill. It will also motivate some people to leave the practice because they had no intention of paying to begin with.
Michael: Okay. Got you. Got you. Now, how do you measure any of the success of a collection agency? What benchmarks or KPIs do you track? As a practice owner.
Andy: So any agency that has technology to support you is going to give you metrics on how you can judge their efficacy. I will share with you as weird as this is, it's not all about the money. I specialize in working with independently owned dental offices. So it's a little more holistic and how they judge you. I would say that most independently owned practices, it's not about the money. That's more of a group practice thought process.
Yes, money's important, but not the most important thing. Independent dentists, they don't compete. With corporate offices on cost, right? They can't, the economies of scale are not there. The flip side is also true. corporates can't compete with independent dentists on culture, right? They have turnover, you're getting new associates every six months. It's just a constant churn. So they don't really compete with one another, but at the end of the day, I think most dentists, will gauge the efficacy of their collection company, not only on the money recovered. And of course it has to be cost effective, but even more importantly than that, does it generate negative reviews?
Does it motivate people to accept treatment? Does it allow their staff to focus on other things that are more important? So there's an opportunity cost To chasing your own accounts receivable. So it's much more multifaceted than just dollars in dollars out. Most dentists will hire a collection company basically to make their office run better.
Michael: Have you seen that a lot, Andy, where some are hesitant to, bring on or call or ask about, money more for the review. Like, Oh man, I'm going to get negative.
Andy: Yeah, of course. But in my experience, if you continue to chase your own money, you're much more likely to generate a negative review for yourself.
If you hire somebody else to do it for you, they can give a negative review on that collection agency.
Michael: Yeah.
Andy: And certainly they could tie it back to you, but you can always, claim indifference, right? Hey that's what our billing department's for you know, you need to deal with them and it absolves you from some of that responsibility.
Michael: Interesting. Okay. So then what are the financial risks and rewards of sending accounts to collections at 60 days versus waiting longer or not using collections at all?
Andy: Great question. So you have this kind of traditional paradigm with collection agencies working with dental offices and that one is a very traditional approach where the office will work the account for months and months and months and years and years and years. And then they turn it over to collections, and then that company's working on a percentage basis. That's the way it's always been, but that is just not an effective way of running a modern or contemporary dental office. Sometimes you cause more harm than good there because if you wait that long, the accounts aren't collectible anyway. Right. If you wait a year or two, they're basically uncollectible. So I'd recommend just writing the accounts off if you're going to do that. The advantage to turning it over at 60 to 90 days is that's a very fresh account. It's still top of mind for that consumer and from a statistical perspective, it's much more collectible than something if you wait a year or two down the road to go after.
So it's more about being proactive with that balance. The other thing you also have to measure in here, Michael. is a lot of times these practices are already getting hit with the PPO fee and basically reducing their billable amount. So they're already losing 30 or 40%. And then if you let that patient balance go unpaid. You're losing the rest. So in this environment, it's just too competitive to run a business like that anymore. You have to be responsible with not only the insurance portion, whether you're in network, out of network fee for service, but you also have to address that patient portion. It's crucial because again, you're taking such a big write off a hit in the beginning. It's really not cost effective for you to take another hit later down the road. You're essentially giving it away.
Michael: Interesting. So then what common mistakes do practices make that you've seen when sending accounts to collections and how can they avoid these pitfalls?
Andy: one of the things that clouds all of our judgment is emotion.
So a lot of times, People get upset, and listen, if someone owes me money, I get upset about my own business, right? It hurts, but people still have that mammalian part of their brain that wants revenge, or maybe the patient was really rude last time they came in. So you have this, Emotional part of being owed money that clouds our judgment.
that's a big mistake I see some practices, they just want revenge. That's usually where bad things start to happen when you think along those lines. So as a practice owner matures and goes through practice ownership, there's developmental stages where right in the beginning, it really hurts. Then you can start to kind of objectively step back and look at things more objectively. But at the end of the day, recommend the practice owners look at this from a very non emotional, like a CPA would, right? If you're producing a million dollars in revenue annually, and you have less than 1 percent of the people that owe you money, not pay you, write it off.
You're collecting 99%. No one gets a hundred percent. I don't care how cool it is to say in the Facebook groups, nobody gets a hundred percent. There are times where it makes sense to write things off rather than pursue it. Especially if those services are disputed or you're dealing with a really difficult person, a lot of times it's just not worth it and you just have to let it go.
Michael: Interesting. I love that. Thank you so much, Andy. I appreciate your time. And if anyone has further questions, you can definitely find them on the Dental Marketer Society Facebook group, or where can they reach out to you directly?
Andy: Probably the best way to do it is going to my website. collection, agency, ninja. com spelled just like it sounds.
Michael: Awesome. Collection, agency, ninja. com. that's going to be in the show notes below. So if anyone's interested, want to pick Andy's brain a little bit more and so forth, definitely reach out to him there and Andy.
Thank you so much for being with us on this Monday morning episode. Appreciate you having me. Thank you very much and keep up the great work. I'm honored to be here.
Andy: Thank you.
Dr. Pauline Le's mission statement: "We're humans working on humans with humans."
In this episode, I'm sitting down with Dr. Pauline Le, a dentist in Jacksonville, Florida, who shares her inspiring journey from her childhood in a disciplined, high-achievement household to owning a flourishing dental practice. Driven by her parents' entrepreneurial spirit and the rich influence of their immigrant experience, Pauline carved her path in dentistry through sheer determination and perseverance. She highlights the numerous hurdles she overcame and the pivotal decisions that shaped her professional life. Her story is a testament to the power of community as she lovingly returned to Jacksonville to build her practice and give back to the community that shaped her.
Dr. Le generously shares the inner workings of her practice, delving into the importance of systems and tools like ClickUp, Slack, and Oryx that streamline her operations. Guided by a compelling mission statement, " we're humans working on humans with humans," Pauline underscores the significance of empathy and human-focused care in her workflow. She discusses innovative marketing strategies and unique offerings like her "wallets" membership plan that set her practice apart. You'll also glean valuable insights into the importance of staff training, stress reduction, and establishing a seamless, efficient practice. Pauline closes with empowering advice for aspiring practice owners, emphasizing the importance of action, continuous learning, and a passion-driven "why" in business ownership.
What You'll Learn in This Episode:* How family heritage can inspire a successful entrepreneurial journey. * The role of community in shaping and supporting a thriving practice. * Strategies to implement seamless systems and tools for practice efficiency. * Understanding the impact of empathy and human-focused care in healthcare. * Innovative marketing strategies for dental practices, including membership plans. * The benefits of proper staff training to minimize stress and improve workflow. * Insights into personalized, retail-style marketing techniques for patient conversion. * Advice on overcoming analysis paralysis when starting your own business.
Tune in to join Dr. Pauline Le as she grows her purpose-driven dental practice!
Sponsors:
Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/
Guest: Dr. Pauline LePractice Name: Le Dental SpaCheck out Pauline's Media:Website: ledentalspa.com
Instagram: instagram.com/drpaulinele
Other Mentions and Links:
Events:
Making of a Dental Startup Retreat
Tools/Software:
ClickUp
Monday
Slack
Open Dental
Flex
Mango
Google Sheets
Products/Brands:
Invisalign
Morpheus
Botox
Comcast
People:
Rania Saleh
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/companies, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
2024 is coming to a close! What learnings did you take from your practice this year?
In this final episode of the year, we're diving into key lessons and insights shared by eight previous guests that they acquired in 2024 and plan to apply in 2025. Each speaker emphasizes a unique focus:
- Dr. Paul Goodman: Advocates for always being in hiring mode and building team redundancy to ensure business stability.
- Dr. Maggie Augustyn: Highlights the importance of accepting and adapting to unexpected changes, which can lead to unplanned blessings.
- Dr. Avi Patel: Stresses the significance of focus, particularly in balancing personal and professional life after becoming a parent.
- Dr. Brittany Dickinson: Plans to blend personal and professional lives on social media to build a stronger community and trust with patients.
- Dr. Fern White: Encourages investing in personal well-being and leadership skills to enhance professional effectiveness.
- Dr. Kyle Stanley: Advises prioritizing mental and relational health to improve patient care and team leadership.
- Dr. Milca Mendez-Ceballos: Reflects on the importance of celebrating milestones and being present in the moment throughout the startup journey.
- Kiera Dent: Emphasizes structuring practices to support personal well-being and fulfillment, endorsing a shift from merely surviving to thriving.
Tune in now to gather transformative insights that will pave the way for your success in 2025!
You can reach out to our guests here:
Dr. Paul Goodman:
Website: dentalnachos.com
Website: dentistjobconnect.com
Dr. Maggie Augustyn:
Website: maggieaugustyn.com
Practice: myhappytooth.com
Dr. Avi Patel:
Website: clearaligneradvisor.co
Dr. Brittany Dickinson:
Website: drbrittanydickinson.com
Dr. Fern White:
Website: drfern.co
Practice: beaconcovedental.com.au
Dr. Kyle Stanley:
Website: drkylestanley.com
Dr. Milca Mendez-Ceballos:
Instagram: instagram.com/dr.milca
Kiera Dent:
Website: thedentalateam.com
Other Mentions and Links:People:
Tony Robbins
Quotes:
Tony Robbins - "Success without fulfillment is the ultimate failure."
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Dr. Paul Goodman: This is Paul, Dr. Nacho Goodman. I'm the owner of two dental practices, also the founder of Dental Nachos and Dentist Job Connect. I love this exercise by Michael Arias. Awesome job. One of the things that will guide me in 2025 is remembering, reinforcing how important it is to have redundancy, another R word, with your team members.
Life happens when you're making other treatment plans and dental practices and businesses are so vulnerable. by not having a bench of team members that can step in and fulfill roles, whether it's the lead dental assistant or a surgical prosthodontist, or it is a success coordinator in your business. So I want to focus on making sure I am always in a hiring mode.
Always able to build my bench. Always knowing good people who can help me. It doesn't mean they need to be hired tomorrow, but just, ABC, always be connecting And I want to change that to ABH, always be hiring, always be looking for new talent. What we do is so complex as dental practice owners and things have happened in 2024 that have left my practices vulnerable, left them stressed.
And I want to commit to always be hiring, always be looking for new talent. It's not easy to do in the midst of getting through your day to day, but it's so important to the long term success and sanity of your business, your dental practice, and you.
Dr. Maggie Augustyn: Maggie Augustine, Happy Tooth Elmhurst, Illinois. This is a lesson that we keep learning every single year, and I am wondering, and actually I am praying, that this year the lesson sticks. And the lesson is that no matter how much We plan and plan over and recheck the plans that we make for both our personal life and our practice life.
They don't always end up coming to fruition the way that we had hoped. And life, no matter which perspective we take, and no matter which way we look at it, and no matter whether it's our personal or professional life, we'll continue. to change and evolve. And we must learn to accept those changes, and we must be able to pivot with those changes.
truth be told, some of those changes, despite not being planned for, end up truthfully. Becoming our greatest blessings. And I think that's what I look forward to the most next year.
Dr. Avi Patel: So a key lesson from this year that will guide me in 2025 in my personal and professional life is the concept of focus. So I think now more than ever, I have clarity on terms of what I want to do and what I like to do. And after having new addition to our family this year, our daughter, she is eight months old.
I'm focused as a dad to be the best version of myself, to have better boundaries with work and home life and with my business and supporting doctors. Learn about and implement clear liners in their practices. I am very clear on what I need to do. And one of those things is to be able to continue to support the ones who are currently in the program and to stay consistent with my messaging, to be sure that I'm getting in front of the doctors who are looking for this program as a solution.
So that is what I'm taking in 2025. And I hope you will do the same cause focus is key for anything that you do.
Dr. Brittany Dickinson: A key takeaway that I learned a bit from in 2024 that I really want to lean into in 2025 is marketing in terms of community building and almost pulling back a little bit from that technical branding. So what I mean by that is technical branding in terms of a perfectly curated Instagram feed with, colors that all flow together.
And, it looks like it's almost been arranged, having a beautiful background for every single reel, things like that, and leaning into building a real sense of community. And what I mean by that is really blurring the lines between my personal life and my business life. When you think about it, dentistry really is a personal business.
We work really up close with our patients, especially me as a cosmetic dentist. I am getting to know them really well, and in turn, they get to know me fairly well, also. And I want them to be choosing me because they trust me, they like my work, but they also like who I am as a person. And this is something that was brought up to me by some of my patients that came into my practice this year.
They said that, one of them said a friend had recommended to me, one had just seen my business page on social media, and both of them noticed that my personal page was set public. And so they started watching who I was, what I do, and that's what really got them to come in, because they saw that we connected on certain things, besides the fact that they liked the dentistry that I did.
And it made them trust me, because I was showcasing who I was. And not only did we say have a friend in common, we also had yoga in common. They could hear me talk through stories and things like that, that I'm more likely to do on my personal page. And they already felt like we had connected on that trust level.
And when we came in, I felt that trust already and it made our first appointment go so, so well. So for me, what that's going to look like going forward is keeping up my business page, keeping it there so that people can find it at least, but really when, in terms of building my community, focusing on that through my personal page, doing a lot more on stories, doing a lot more.
That's uncurated. just showing who I am, but also showing a lot of dentistry on my personal page, which I haven't done in the past, actually. Something that I've changed maybe in the last two or three months where I'm actually sharing some of my before and afters, which I never used to do. I used to be so terrified that my friends would be annoyed and that they didn't want to look at teeth.
And some of them don't, and I'll show up less often in their feeds. But for those who do, it reminds them, Hey, my friend Brittany, she's a dentist. She can help you and they're more likely to talk you up to their co workers, their friends, things like that. So I'm making that little shift in 2025 and I'm really excited to just be able to show up as who I am all the time instead of arrange and make sure my makeup looks good, my hair looks good, the background looks good.
It's so much less energy and I think it shows up much more authentically.
Dr. Fern White: Hi there, it's Dr Fern White here from Beacon Cove Dental, Port Melbourne in Australia. Now after 21 years of being a dentist and 15 years now of practice ownership, I would have to say that the most important thing that you can invest in, in your practice, in your business, is yourself the CEO, as the owner, hopefully you're the owner and not the operator.
So obviously it's so important to make sure that you're upskilled as a clinician and on top of all the technology and all the amazing things that are coming your way in the world of dentistry. But it is more important to into leadership by Practicing what you preach by actually spending time upgrading yourself emotionally, mentally, physically, so that you can have vitality, have energy, but also move away from the doing doing, doing, and allow yourself to flow and be in nature and just to rest your brain.
away from those beta brainwaves and allow expansion and creativity where the new ideas come through. So really it's important to put yourself first and focus on some things every single day. The small incremental things that you put away will be the best for you. So you are your best investment.
Dr. Kyle Stanley: Hi, this is Dr. Kyle Stanley, and my advice for the coming year would be to focus on your mental and relational health. I think so many doctors put all their focus on their patients, and that sounds very just, and it sounds very virtuous, but if you treat patients, or if you run a practice, you know that if you're not in a good state of mind, you're not doing your best.
You're not efficient, you're not performing well, if you're tired, if you're going through depression or anxiety. So as the plane goes down, remember they say put your own oxygen mask on first. And sometimes we need to do that. It's not selfish, it's actually selfless. So when you're in a good place, you can lead your team, you can treat your patients better, you can be there for your family.
And that is my. Biggest takeaway from the last few years, and that's why I think it's become one of my main focuses on teaching other doctors now. Thank you very much.
Dr. Milca Mendez-Ceballos: This is Dr. Milca from Positive Pediatric Dentistry, and looking back at the year, something I'm taking away, and I wish I would have done a better job of, but I still hope to implement into next year, is really just celebrating each of the milestones of the startup journey. There's so many things that go on, and we worry about the next thing, and the next KPI, and the next way to improve collections, and the next way to improve our marketing, and How can we do more?
But being more present in the now and celebrating the now and being more grateful in the now is something that I hope to implement starting now and taking further. So hope everyone had a great year.
Kiera Dent: Hi, my name is Kiera Dent, and I am the owner and founder of the Dental A Team Consulting, and something that I noticed as we head into 2025 of key lessons that I learned personally, but also from working with hundreds of offices across the nationI think we're in this new era of how we live and how we do our lives. And so really a lot of our offices this year, it was making sure that our practices are set up to fulfill our personal lives to make sure that we're forecasting this year going into 2025 of what vacations Am I going to take to spend that time with my family?
What things do I need to do for my body and for my health to make sure that I am my best self for my practice? And it's been interesting because as we've consulted hundreds of these offices and talked to these doctors, when they start to shift to put themselves first, To make sure that their lives are there and then they're able to build their goals around what days off are we going to take?
What vacations are we going to build in? What provider goals do we need to set? The practice actually comes together in an incredible way. And so really, really, really taking that into 2025 of you, need to have your practice set up to serve you, to serve your life. You took the risk. You went in, you built a practice.
And if that practice is not serving you and allowing you to live that fulfilled highest level life with your family, with your friends, with your personal self, what are we doing and what do we need to change? And so really thinking about the doctors that have done this this year successfully, who are building their leadership teams, who are helping them to grow into this new area, I think is something really important to take.
And I know that might sound a little woo woo. It might feel like, are you kidding me? But this year, personally for myself, I actually had a complete and total life breakdown in the end of June. And I took a month off in July for personal health reasons. And it was crazy because I felt like I actually had a forced reset of what are my priorities?
What are the things that really matter to me? And I realized in that time. That life is my passion and dentistry is my platform and thinking about what are the lives that I'm helping the doctors that we coach and what are goals and ambitions that they want and are they really living this fulfilled life and doing that at their highest self to be able to then serve at the highest level of dentistry.
And when I was able to get that 30, 000 foot view of my own personal life, it was crazy how much came into perspective. It was crazy to realize how Much I was exhausting rather than replenishing. when I started going to the gym again and when I started going to therapy and when I started spending time with friends and family, when I started doing hobbies that fulfill me, I started to become a better CEO and I watched hundreds of offices do the same thing.
And so I really think as we head into 2025, set your intentions of the practice in the life that you want to have. And let's make sure that practice is fortifying you is growing. You is driving you. And it's something where I'm so excited because we're bringing dentists together in person next year to be able to share their tips of how they're doing this successfully.
We're bringing leadership teams together to be able to help those doctors thrive and not just survive. I think a great quote from Tony Robbins is success without fulfillment is the greatest failure and you can have all the money in the world. You can have the production. You can have the things, but if you're not fulfilled and happy and healthy and having those incredible life relationships, what are we really doing here?
as you head into 2025 we're not just going to survive in 2025, but we're actually going to thrive. And that's something I'm just so excited about with our online and our virtual consulting at Dental A team and helping you have that dream life with ease, helping you have that practice that grows you.
So thinking of my own life, yeah, this year it's, building my own personal life, making sure I've got the time for the things that fuel me and inspire me so that way I can show up and be my best self. And I would encourage you to do the same.
Curious about the untold stories behind building a dental startup from the ground up?
Today we've brought on Dr. Lauren Koch to unravel her unique journey and the profound lessons learned along her path to ownership. Lauren recounts how her career was sculpted by a series of unexpected turns, starting from her undergraduate years to the challenges faced during her dental school applications, right up to her transformative relocation to Chicago. In this episode, Lauren shares the pivotal mentorship experience that ignited her professional growth and ultimately led her to realize her dream of opening her own practice. As she navigates through various professional settings, including a DSO and other associate roles, each twist in her path is a testament to resilience and adaptability.
In Chicago, surrounded by family and the lively urban atmosphere, Lauren delves into the real-world dynamics of running a practice. She candidly discusses the triumphs and trials, emphasizing the necessity of a respectful team culture, effective scheduling, and transparent communication in a successful office setting. As Avondale Dental Studio nears completion, Lauren articulates the thoughtful decisions guiding its creation, from equipment selection to staff hiring, aiming to craft a patient-centric, community-integrated practice. Her story is enriched with practical insights for dental associates and aspiring entrepreneurs alike, highlighting the significance of networking, mentorship, and trusting one's instincts to navigate career choices confidently. Lauren's enthusiasm and dedication light the path as she prepares to unveil her new venture, committed to fostering real connections and delivering exceptional patient care.
What You'll Learn in This Episode:* The journey and challenges leading to opening a dental practice. * The impact of mentorship on professional growth and decision-making. * Key strategies for establishing a successful dental office environment. * Practical advice on managing a dental startup. * Dr. Koch's ground marketing plans to promote her practice. * Insights on navigating different work environments and their influence. * Essential networking tips for budding dentists.
Tune in now to discover Dr. Lauren Koch's life-changing journey from student to dental practice owner and glean insights to empower your own career path!
Sponsors:
Darkhorse Tech: For DSO integrations, startup solutions, and all your dental IT needs, let our sponsors, Darkhorse Tech, help out so you can focus on providing the amazing care that you do. For 1 month of FREE service, visit their link today! https://thedentalmarketer.lpages.co/darkhorse-deal/
Guest: Dr. Lauren KochPractice Name: Avondale Dental StudioCheck out Lauren's Media:Website: avondaledentalstudio.com
Instagram: instagram.com/avondaledentalstudio
Other Mentions and Links:
Events:
Midwinter Meeting
Products/Services:
On Point
Benco
Joseph Rossi & Associates
Joseph Rossi & Associates Team: Dominic Rossi
DCI Series 5 Chairs
Midmark Chairs
Belmont Chairs
Forest Chairs
Businesses:
The Alderman
Starbucks
People:
Dr. Bill Simon
Groups:
Chicago Dental Society
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Navigating the financial intricacies of maintaining a dental practice can be challenging, and this Monday Morning Episode offers a timely conversation with Ashley Best, Director of Partnerships at Dental Intelligence, on just that!
Delving into the controversial topic of surcharging patients for credit card fees, Ashley provides a comprehensive look at why this practice might do more harm than good. She sheds light on the potential damage to patient loyalty and the complex web of regulations that complicate imposing such fees. Instead, Ashley advocates for refining payment processes to sidestep unnecessary costs while sharing insightful statistics on consumer attitudes towards these charges.
Ashley doesn’t stop at highlighting the problems; she offers actionable solutions that can redefine your approach to practice management. Listen in to discover alternative strategies such as renegotiating insurance fees or updating your fee schedule, all without alienating your patient base. For those practices that have already embraced surcharging, Ashley offers practical guidance on reversing this decision and regaining patient trust. This episode is a treasure trove of advice for any practice owners aiming to curtail costs effectively while nurturing valuable patient relationships.
What You'll Learn in This Episode:* The impact of credit card surcharges on patient loyalty. * Regulatory challenges related to patient surcharges. * Insightful statistics about consumer opposition to convenience fees. * Alternative strategies for managing practice financials without surcharging. * Effective methods for reversing already implemented surcharge policies. * Tips on negotiating with insurance companies for better fee structures. * How to reassess and optimize fee schedules in your practice.
Gain valuable insights into managing patient fees effectively—tune in now!
You can reach out to Ashley Best here:Email: abest@dentalintel.com
LinkedIn: linkedin.com/in/ashley-best-9052b022
Other Mentions and Links:
Articles:
Credit Card Processing Fees: Why 71% of Customers Are Avoiding Certain Businesses
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michaela: Hey, Ashley. So talk to us. What's one piece of advice you can give us this Monday morning.
Ashley: Thanks, Michael. Appreciate it. I thought long and hard about this and my biggest piece of advice for new practice owners, existing practice owners is to really take a look at your payment methodology in the practice. And I know we have a lot of doctors considering surcharging their patients for those credit card fees, which I'm the first to admit, like they're getting higher and higher, right? It's, a cost of doing business, but absolutely do not pass that charge along to your customer.
It's what's called surcharging to the patient mainly because of the impact that's going to have on the practice. I know it seems like an easy fix and a really quick way to. Avoid the processing fees that you're paying from those credit card companies, but there's a whole set of implications that come with it internally for the practice.
Things like requiring you to notify the credit card companies. If you're going to do this me. Can't just start doing it. It's illegal in some states. And so not knowing your state's legality can get you into some trouble there. And then. Furthermore, you do have to display specific signage in the office. And so it's not one of these things where you can just try to slide it in and hope it has to be its own line item. Right. So the press see it anyway on the statement, but you have to publicly display that.
And what worse way to commoditize your practice than having that little plastic sign that says we're passing along our fees to you.
Michaela: Yeah. Interesting. So have you seen this? Spike, a lot recently practices asking about this asking you actually, how do I present this to the patient?
Ashley: I have.
Yeah, absolutely. Yeah. Started in dental marketing from 2015 to 2021. And in those six years, I cannot tell you I was ever asked about this once. And I know there are companies out there that do, that's a piece of their software in terms of payments is to push the charge over to the patient. So I think that's why it's becoming top of mind because they're hearing it at shows, Hey surcharge, surcharge, and it's top of mind. But what I don't think they've thought through completely in the conversations that I've had is the implications losing patients being a big one. There's actually a study done that said 71 percent of small business customers say that they try to avoid companies that charge a fee to use their credit card. So that's a big number. That's a huge number. 57 percent of consumers think it should be illegal. So we're talking about a big number here. It's not just a few people that are passionate about it in consumer landscape. And making sure that they're following the guidelines if they do it. So you have to cap it at whatever rate you're paying.
So if your 2 percent and you come display a sign that says 3%, like my nail salon does, Again, I don't need Dennis out there that wants to be seen as a commodity or like a nail salon, or that is a commodity. Right. And that's where I see it in my day to day at my nail salon. So 3%, believe 3 percent is the cap, and it's only eligible for credit cards.
Can't do it on debit cards, my nail salon. They're trying to do it on debit. It's like they don't know the ins and outs of it. And they're so it's a can of worms in my opinion, not to mention the fact that patient loyalty is going to just dissipate. I firmly say if I walk into my dentist next week for my appointment and this is displayed, I'm finding a new dentist and I really like my dentist, but I'm with 71 percent of consumers that think, wow, I'm going to avoid. And I don't know that the offices that I've spoken to about have thought through the domino effect of what's going to happen it's a cost of doing business. It just, unfortunately, I encourage them to take a look at their fee schedule the last 10 years in dentistry. I have offices who. They haven't raised their fees, obviously for their fee for service patients. When insurance is involved, it's obviously fee negotiations there and their fee schedule with insurance. But even then there's opportunity. There's companies out there galore that will help you negotiate higher fees with insurance. SoLet's put it this way. If I go to my dentist next week and they've negotiated 3 percent higher fees with insurance or I'm paying out of pocket because I'm fee for service, I'm not going to notice that. But what I am going to notice is that Sign on the plexiglass that says I'm paying for your credit card processing case.
So let's just avoid it. If you want to be seen as a trusted advisor, you want to set yourself apart from the competition. There's so many dentists in your area, right? I don't want to be seen as a commodity. What's my unique selling proposition? How can I offer a service to patients?
This is just not the way to go about it.
Michaela: So then If you don't mind me asking, Ashley, what's the emotion behind it? Like the surcharge, is it more like, I don't want to pay that extra, however much dollar amount, or is it more like you can't cover this. You can't cover this for me.
Ashley: I think it's the latter.
Yeah, for me, 3 percent of whatever number. Now, I will also add to that, Michael, I have a pretty healthy mouth. So 3 percent of my fees, what I'm paying, it's probably a small number. But to me, it's more about the principal. But if I'm coming in for a big case, and we're talking a big number, 3 percent of a really big number, That's impactful to people's pocketbooks.
It just is. So for me, it's the emotional side of it. And like, come on, really, for me personally, just because I'm not investing thousands and thousands of dollars at my dental practice, but there are people who are.
Michaela: Yeah. No, that makes a lot of sense. I know, for example, whenever you order something, at least I do this, I don't know if you do this actually, but like there's Amazon or something, and you make a big purchase or Let's just say like big purchase, like a car, right? Not an Amazon, but a car. And then they try to do the little, Oh, the shipping is this. And you're like, Oh my gosh, nevermind. I mean, but it's like, like a little small fraction of the whole thing. And technically we're like, we're already paying this.
We should pay for that.
Ashley: Right.
Michaela: But that ops me out. It's the mentality
Ashley: of it. You know what? I had this conversation with girlfriends and they'll go shopping online for clothes, whatever, spend a couple hundred bucks and then go to checkout and it's 7. 95 to ship it. And they're like, no, I'm done. Like they don't check out. And we're like, why it's 8. We were going to spend hundreds on clothes. And it's the, frankly, I would rather that sweater cost 7 more and the shipping be free. There's something about the mentality. It's just, I can't get around it. It's really hard for me. And I think there are others who have the, same thought as I do on it, and then let alone the people who are spending big bucks at the practice and then realizing, oh my gosh, now I have to cover this 2 percent fee that you're trying to pass along.
Michaela: Okay. Is there ever I guess for someone who has already, they're listening and they're like, Oh, yeah. Oh my gosh, Ashley, I've started doing this a year ago though, and they have been seeing the drop off or they have been seeing the negative effects. How can they just stop doing it? Is that it?
Do you just stop doing it and that's it? And take off the sign? Or?
Ashley: That's a great question, Michael. I don't know the ramifications with the credit card companies. If you chose to reverse this, if you saw the negative implications and said, Oh, I made a horrible decision. I can't imagine the credit card companies are going to be upset about that because if you think about it from the credit card company's perspective, what you're doing is encouraging that patient to pay by cash or debit card or write you a check. So the credit card company wants their processing fees, whether it's coming from the doctor or the patient. So my guess and total speculation is. It's not going to be too hard to just stop doing it, which obviously, other things involved, like you're going to have to probably obviously get rid of the signage, but then redo the way that your current setup is because when you collect that fee from a patient, you're not actually collecting what the fee was. It's above and beyond. So reconciling that with the practice management system is a beast too. And so there are systems that probably do it for them, but if not, and they're just going rogue and surcharging there's a bigger set of complication there because if your total bill, Michael's supposed to be 1250, we placed a crown and it was 1250, you're paying out of pocket, and then that's added on you're collecting a different amount than the balance that was actually due, if that makes sense. So to reconcile that in the practice management software, because the office is walking that 1250 out onto the patient's ledger and then collecting. 1250 plus. So that's just a nightmare. If the software is not doing it for you, but I would argue even if it is, there's ways to stop doing it.
You're not locked in to doing it, and I'm sure there are people listening that are trying it and haven't seen a huge drop off. Maybe their existing patients are staying and they do have loyal patients and that's great, but how many new patients are not coming? They'll never know. You'll never know.
can't tell me just because I didn't leave. If my friend says, Ashley, I'm thinking about going to Dr. Smith. Is he great? Is she great? I'm going to say, yeah, but guess what? They pass along their credit card fees to you. They might go somewhere else. So that wasn't necessarily a loss.
I didn't leave, but I prevented three of my friends from coming as new patients. So I think there's things that you can't track. You'll never really know the extreme implication, but I think there's a lot.
Michaela: Do you ever think there's like practices that say this is minuscule or small.
We just need to care more, do more, be better, streamline the process better, or present the surcharges in a way that the patient's kind of like, Oh yeah, of course. no problem.
Ashley: how would that sound? I can't think of a way to make it not sound like it's about me because as a patient and humans in general, it's what's in it for me. maybe I'm just like got my blinders on. But if you're a patient, Michael, I articulate that to you in a way that didn't make you feel like it was me? Me, me, me.
Michaela: Yeah.
Ashley: About my bottom line so much that I'm willing to pass that charge on and potentially lose you as a patient or prevent you from referring others.
I don't know how you articulate that well.
Michaela: Yeah, that's true. Yeah.
because if you are doing it, there could be a good way to articulate it well that you're not doing it anymore on behalf of them or something like that. You know what I mean?
Ashley: Potentially, yeah, yeah. I was going to say the places that I've frequented or seen this happen, it's never been verbally articulated. It's always that sign that says, If you pay by credit card, you're going to pay a 3 percent surcharge. You're paying a 3 percent fee. Never have I ever had a conversation. It's never come up and I'll see it and roll my eyes and like, okay, like it is what it is. Like you're at the nail salon. I'm going to keep using that. Cause by the way, that's the place that does it in my neighborhood. I, Don't have any medical providers that I see doing this.
I will tell you that dermatologist, dentist, my eye doctor, none of them are doing this. So that's great. But the nail salon, like your nails are already done and you don't have cash. What are you going to do? you're going to pay the 3 percent you are. But it's never been a conversation.
So I don't know how you articulate that you're. Starting to do it and make it not sound about you and, kind of self centered from the practice perspective, but I can see your, point of view, if they stop doing it, being able to say, Hey, we tried that we care so much about our customers.
We're actually not going to do that anymore. We're waving it. Yeah. However you want to articulate it. But yeah. think that would come across well. I just don't know of a way to deliver that message when you're doing it.
Michaela: No. Yeah. But it's interesting. I like this topic because I remember seeing it a couple of times in a couple of Facebook groups. And that's when it was like made aware that, Oh yeah, it is. a pain point that practices are experiencing. And I guess it could be an easy pain point that you just erase. If you're just, Hey, this is the cost of doing business. Like we gotta eat it right.
Ashley: Yeah. There's so many other things they make that exception for in their practice.
When you think about everything that they're investing in, there's lots of things they're making exceptions for and costs of doing business Make this one of them, right? find other ways to get that, like literally hire a company to negotiate your fees for you. There's so many good ones out there.
I've seen some awesome ones. And then taking a look at your, fee schedule for your fee for service patients. Not that you're penalizing them for being fee for service, but looking at it from both angles or finding an area in the practice to save. think if a doctor sat down and have partners that I work with that do this, they do an analysis of your spend and where everything's going and try to, make things more efficient, start there before you just default to, Hey, I'm going to just pass that along to the patient is my advice.
Michaela: Yeah. Any specific companies that you recommend that can help with negotiating?
Ashley: Yeah. Yeah. We have a few, I won't throw any out just because there are so many, I don't want to seem like work with all of our partners and I have another team that works with our partners. So I definitely don't want to seem like I favor anyone else over the others.
But yeah, if you Google dental fee negotiation The good ones will pop up. I've done those searches recently and the good ones are kind of rising to the top, but yeah, I mean, offline, if somebody wants to shoot me a message on LinkedIn or, something like that, I'm more than happy to provide a few resources, but there's plenty that I've been doing it a very long time actually.
And they're really good at it. So I would love for practices to start there if they're able to, obviously there comes a fee with that too, but I think the benefits outweigh the fee or the negative there. So,
Michaela: Yeah. Awesome. Ashley, I appreciate your time. And if anyone has further questions, you can definitely find it on the dental marketer society, Facebook group, or where can they reach out to you?
Ashley: Yeah. LinkedIn's great. I'm very active on LinkedIn. It's Ashley best director of partnerships at dental intelligence. If you're trying to find one, I don't know if there's too many actually best out there seems like a common name shoot me an email. You can always email me a best at dental intel.
com. I'm happy to answer questions provide referrals or references to the companies that I know do this really well with practices.
Michaela: Awesome. Awesome. So that's going to be in the show notes below. And Ashley, thank you for being with me on this Monday morning episode.
Ashley: Thanks for having me, Michael. Take care.
Should dentists be worried amidst a declining economy?
Xaña Winans joins us today to delve into the strategic world of dental practice management during economic fluctuations. Xaña, a seasoned expert, opens the conversation by contextualizing the recent economic tumult and its effects on patient behavior, emphasizing the pressing need for practices to adapt swiftly. She shares invaluable insights on fostering patient loyalty and retention amidst adversity, underscoring that establishing a loyal patient base requires a harmonious blend of technology and personal interaction. Xaña argues that while automation is crucial, the human touch remains paramount for cultivating long-term relationships with patients.
Beyond personal connections, Xaña dives deep into the significance of membership programs and the strategic articulation of a practice's unique selling propositions (USPs). These strategies not only solidify patient loyalty but also stabilize practice revenue flows. Special attention is given to effective communication through social media and maintaining robust marketing efforts during trying economic times. While many dentists want to cut costs during a recession, Xaña shows how the opposite approach may boast a 246% return on investment!
What You'll Learn in This Episode:* How economic changes affect patient behavior and practice dynamics. * The role of personal connection in minimizing harmful cancellation rates. * Strategies for creating meaningful patient relationships through automated tools. * The benefits of implementing membership programs for patient retention. * Importance of clearly defining and communicating practice USPs. * How to maintain effective marketing strategies during economic downturns. * Utilizing SEO and digital advertising to grow market share. * Crafting consistent, emotionally resonant messaging on social media. * How investing MORE when the economy is down could give you a 246% return on investment.
Tune in to change your practice's approach to patient loyalty and economic resilience!
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Guest: Xaña WinansBusiness Name: Golden Proportions MarketingCheck out Xaña's Media:Website: goldenproportions.com
Your Perfect Patient Match Webinar: bitli.pro/2eP73_4cf464bf (Contact Xaña to inquire about the recording!)
Xaña's Go-To Phone Script:
Other Mentions and Links:
Dental Membership Plans:
Kleer
BoomCloud
Software/Tools:
Google Ads
Google Analytics
Insurance Companies:
Aetna
Blue Cross Blue Shield
Brands/Companies:
Netflix
Amazon
Walmart
Whole Foods Market
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
How can you transform problem-solving into an art in your practice?
In this Monday Morning Episode, we welcome Dr. Pauline Le, who provides a fresh perspective on common dental practice challenges. Dr. Le reveals how universal these challenges are and how essential it is for businesses to identify and candidly discuss them. With a focus on collaborative environments, she delves into the power of professional groups and demystifies the often-tricky realm of team dynamics.
Dr. Le breaks down the renowned three-step problem-solving process from the book "Traction," offering listeners a foolproof approach to untangling business issues. By fostering an environment where discussing issues is not only encouraged but expected, businesses can distinguish between personal and professional problems and maintain focus on solutions. With actionable tips on nurturing a transparent culture and keeping an up-to-date issues list, Pauline’s advice is invaluable for practice owners seeking to empower their teams and effectively address persistent hurdles.
What You'll Learn in This Episode:* Strategies for tackling common business issues in dental practices. * The significance of open discussions in resolving workplace challenges. * Benefits of joining professional groups and improving team dynamics. * How to implement the three-step "Traction" process for problem-solving. * Techniques for creating a safe environment for issue discussions. * Understanding personal versus company issues in a business setting. * Importance of maintaining a consistent issues list for effective meetings.
Tune in now to uncover transformative strategies for overcoming dental practice challenges with Dr. Pauline Le!
Sponsors:
Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/
You can reach out to Dr. Pauline Le here:Website: ledentalspa.com
Instagram: instagram.com/drpaulinele
Other Mentions and Links:
Books:
Traction: Get a Grip on Your Business
Software:
ClickUp
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Pauline, so talk to us. What's one piece of advice you can give us this Monday morning?
Pauline: I would say that we all have issues.
Michael: Interesting. Can you expand on that a little bit more? What do you mean?
Pauline: In any business, we all have the same exact issues and the sooner you will admit that you have issues and identify them, we can discuss them and we can solve them.
That's
Michael: Okay, so then many practice owners feel they have challenges that are one of a kind, right? at what point did you realize that the issues you were facing were not unique to your practice? And then how did this change your approach to solving those issues?
Pauline: When I started joining different groups of other dentists, other practice owners, and a lot of the Facebook groups are really helpful. I just started seeing a trend where people were posting the same questions, the same issues, the same problems and grateful for this community, right? But what I was finding was some of these groups can become where people are just coming in to vent and they weren't necessarily actually solving the problem.
issues. So that's when I started noticing that, okay, it's the same recurrent problems. And I grew up where my parents owned businesses. And although different businesses than mine I started seeing things parallel, people have the same complaints, whether it be about patients. People, your team or procedures, right?
So processes people always end up having the same types of issues in whatever business they have. So I just started seeing things parallel.
Michael: Interesting. So then in these groups specifically, what were some of the things where you feel like. Man, you're just venting like this is a common thread where people just vent and vent and vent
Pauline: I think the most common one lately has been what they can't find hygienists.
They can't find quote unquote good people good employees It's the same vent. It's the same complaint that all business owners want to fall victim to
Michael: Let's just talk about that, fixing that specific problem that everybody's complaining about. I can't find a hygienist or a team member.
Pauline: in the general idea of issues, first off, I think it's a mindset thing. We need to own that. We all have issues. Every single one of our businesses will have issues and we should actually welcome them and we should foster a culture where your team can openly talk about issues, right?
It's not a safe environment to bring things up, then you're just going to have an ongoing nagging to do list or unresolved issues. And that's just going to slow down the growth of your business. So the sooner you can build this. Culture, and it starts with your leadership team of having open, honest conversations about issues.
The sooner you can actually solve them and save energy, save time. So when it comes to issues, there are three main steps that we take here at Laudanusvall, and we learned it from the book Traction. So first step is you want to identify the issue. And really every single business. There's really three main types of issues.
it's either going to be a true problem that actually needs to be solved, it can be information that needs to be communicated or agreed upon by the team or an idea and opportunity that needs feedback, brainstorming or insight, right?
And once you actually identify the issue, then you can move on to the next step where you discuss it. This is where you're probably going to spend the most time in your meetings is discussing the actual issue. And then when you are discussing, you'll find that sometimes you go off on tangents and then sometimes other issues.
arise from these discussions. So it is really important to foster a culture where you can talk about issues, but you can also say, tangent alert, or can we put a pin in that? Or can we just list it on our issues list and then get back to it, right? So it's not gearing you away from discussing that one issue that was first brought up.
And then, You would go into solving the issue. So this is the main point, why we should be having an issues list, right? Because we need to solve things and keep things moving. And what I find in these dentist groups and, you know, being around my other colleagues, is sometimes they don't actually want to solve things.
Pauline: And sometimes people just want to vent or feel like okay, there's other people like me going through this, which, there is importance in that. But at the same time, we need to be leaders and we need to solve issues and keep things moving for the rest of our team and the rest of our practice.
And you'll notice as you start solving issues, you don't want to make the mistake by solving just the very top issue down. You need to prioritize issues. So you'll notice that as you start solving the bigger issues that hold higher priority, your other issues below it start diminishing, start disappearing.
Because really, you're already solving it when you solve the bigger issue and all these other things start being like, oh my gosh, that makes so much sense now. Okay, that already got resolved because we talked about this bigger issue. So I think regarding the hygiene problem that a lot of practices are having.
identifying the actual issue, right? My issue might be different because I'm a fee for service office, might be very different than an office that is PPO or an office that's HMO. Even though the chief complaint would be we can't find a hygienist, Identifying the actual issue is going to be so different in each of our practices, So my practice we are a fee for service office, you know, we ask a lot from our team members because we deliver a very, patient centered type of care. We data collect, we scan, we are very thorough and comprehensive. So that's not for every hygienist out there, and so that goes into being very clear with your vision and your expectations and your hiring process is going to be a lot longer, than.
most practices, I would say. So like I said, actually identifying the issue and then discussing it and then how you're going to solve it is going to be so different between the three different types of practices, even though the chief complaint is the same.
Michael: interesting. Okay. So then if we rewind a little bit, you said you want to foster an environment where it's safe to discuss about issues.
How do you know you're in an unsafe environment?
Pauline: Based off feedback, right? So a lot of leadership. Isn't true leadership. I would say some practices. I think some business owners already know how they want to answer without even involving, I guess, their leadership team and discussing the actual issue.
when people bring up ideas or they bring up An issue, like how you respond to it, is so important. If you shut down your team member or, you know, you're blaming it on them no one's going to want to keep coming to you with an issue then, because that's just how you're going to react.
Versus We all make honest mistakes here and communication is the biggest of it all in order for us all align and be on the same page right where one person might be only looking at it from one viewpoint and another person might be looking at from a different viewpoint like oh my gosh I didn't even see that what you saw thing.
by discussing it you're actually able to then solve it and that's really important. An open communication a safe environment talk about things versus oh you didn't do this. This wasn't done Versus the understanding the why maybe this happened or that happened And that's why the issue was there in the first place
Michael: I like that.
So let me paint you a scenario like we talked about hygiene, right? you ever had issues with like team members, Like a team member. All the time. Every single business. Yeah. So like let's just say team member A has an issue with team member D and you're listening. You're like, talk to me about team member D then team member A, right. and you're listening and stuff like that, but they continue to bring you with issues that team member D is I guess creating happening or whatever. Do you start prioritizing team member A saying like, Hey, We need to sit down all three of us and discuss and then team member D is like, I didn't even know there was something wrong.
I'm sorry. I didn't know I was rubbing you the wrong way. And then, you know, when you confront it, it's like nothing's wrong. But then two days later, it's like something's wrong again. How do you handle that?
Pauline: the first example you gave where team member A is. listing all these issues they're having with team member B, right?
And then you're asking do we put us all three together to resolve these issues? I think You're making it now a personal problem versus every week we have department meetings and every team member is to bring An issue to the meeting and we have in our click up.
a list. It's our quote unquote issues list and it may not necessarily be an issue. Like I said, it may just be an announcement. It may just be a discussion that we want to have that we were trying to resolve. If you don't. So comfortable bringing it to that meeting where it could be discussed whether it's operations meeting, sales meeting, admin meeting, then it doesn't really sound like it's a company issue then, right?
And sometimes it may be very well a personal issue. Then that goes on to, okay, are we spending our resources and our company time resolving this when we're all adults here? Could they have resolved this on their own? Or is this actually a true company issue? If it's a true company issue, now what department does that lie under and what department is tackling that issue then?
Michael: That makes a lot of sense. So then if it's a personal issue though, Isn't that just as much as a red flag? Cause it's like, Hey, there's no unity in the team. What the heck? how do you handle that?
Pauline: So that now goes into like the people portion of your business, right? Like I said earlier, there's going to be like.
Your patients, your people, and then like your processes, So now you're now going into the people portion, which is your team members, your employees. So that goes back to having the right people. So what does that mean? We use the people analyzer here and including me, the business owner, you should have your employees also rate you and analyze you as well.
So they have to align with our core values. You have to define the metric that you want to analyze people on for that. We only have three core values, so you have to have all of them, not just two out of three or one out of three. So it has to be a plus or minus there. And we need pluses there.
And then it goes from core values. It's either you get it, you want it, or you have the capacity to do it. And that's just now analyzing the person. Okay. Right In that position, and that will then start resolving a lot of that. And then you're able to remove that personal aspect out of it. So like when we have leaders, who are onboarding and training, and I see them getting frustrated with team member B, I asked them to start dissecting down.
Is it any of the core values that they're having issues with? Or is it? They get the assignment, They get the job, they get the expectations, but do they want it? Some people don't want it, right? Going back to hygienist position in my practice, we scan every single patient here. Not every hygienist wants to do that, and that's okay, but we need to know that when we're hiring, right?
And then do they have the capacity to do it? Okay, if I'm asking them to take x rays, scan, 2D photos, Am I giving them enough time in their appointment slot to do that, So that just now allows you to start dissecting all the different compartments of it versus just taking on this, Oh, this person doesn't want to do their job, or they're not, doing a great job.
Then they start taking things personally, or she's giving me an attitude when I'm asking her to do this, right? It's okay. Well, Maybe they didn't get it. Did we lay out clear expectations? Of needing a scan on every single patient. Did we lay out clear expectations that I expect an updated scan every year?
Was that on us? Did we clearly convey that? Did we communicate that? Okay, if they get it we communicate all that. So that part is checked off. Now, do they want it? And that was where, Okay. We identified the issue here the hygienist did not want to do that. So then it comes down that it's not oh, she's giving me attitude when I asked her to scan that becomes personal, right?
Michael: Makes a lot of sense So then one of the last questions I want to ask you is when you guys are discussing the issue And you mentioned that lot of times we go on tangents, right? And you're like, Hey, tangent alert. Does that make the issue list grow? Is it an ever ending?
Pauline: So there has to be a time limit for sure. So our meetings every week are only an hour. we start with a segue personal best business best five minutes. And then patient employee had headline five minutes and then rocks review five minutes. And then our issues list. the bulk of your meeting is going to be that issues list. And like you said, when you start going off tangents, it keeps growing, but you're not just like adding to your issues list and expecting to tackle it, that meeting. So throughout the week, for instance, let's say suction is down in room four.
We're not just like. panicking and, alerting the rest of the team this is the issue. If it's something that needs to get resolved, but it can wait until the weekly meeting, put it on the issues list. And we know that it's going to be spoken about during our weekly meeting.
So that issues list is constantly growing but it's also constantly getting resolved. And when we onboard people, we also have them like, Hey, go through our issues list that we've solved in the past, because the questions that you're having probably have already been asked and we've already discussed it and we've solved it.
So go through and read all that because the same issues you're having, we once had as well.
Michael: Awesome. Pauline. I appreciate your time. And if anyone has further questions, you can definitely find her on the dental marketer society, Facebook group, or where can they reach out to you directly?
Pauline: My Instagram, Dr.
Pauline Le.
Michael: All right. That's going to be in the show notes below. And Pauline, thank you so much for being with me on this Monday morning episode.
Pauline: You're so welcome. Happy Monday.
Through associateship, starting her own practice, and all the challenges along the way, Dr. Landi Rosenau's journey is a testament to resilience and ambition.
From her initial career as an ER nurse, Landi discovered her passion for dentistry through firsthand exposure within her then-husband's practice. This pivotal encounter, combined with an unmet need for continuous patient care in nursing, motivated her transition to dental school. The story truly takes shape during the COVID pandemic, when Landi seized the opportunity to reinvent her career, establishing her own practice. Her decision was fueled by the desire for autonomy and improved work conditions, which she successfully achieved through strategic patient management and strong internal communication protocols.
Take a deeper dive as Dr. Landi Rosenau candidly shares the ups and downs of developing her practice. Building her business mainly on referrals and word-of-mouth, she underscores the essential role of an efficient, coordinated team. Yet, her path was not without challenges, facing critical issues with external partnerships like her IT company and other vendors. These setbacks not only taught her the power of instinct and control over financial aspects but also strengthened her resolve. As she reflects on these experiences, Landi provides invaluable lessons about balancing personal and professional demands, making patient-centered choices, and emphasizing the importance of a supportive work environment—insights that resonate deeply with anyone navigating the dental industry.
What You'll Learn in This Episode:* The journey from ER nurse to entrepreneurial dentist. * How the COVID pandemic influenced Dr. Rosenau's career decisions. * Key operational strategies for a successful dental practice. * The significance of communication systems and patient relations. * Overcoming challenges with external partnerships and financial management. * Insights on team coordination and its impact on business growth. * The importance of resilience and adaptability in dental careers. * Dr. Rosenau's process for maximizing patient benefits.
Tune in now to discover how Dr. Landi Rosenau turned challenges into opportunities in her practice!
Guest: Dr. Landi RosenauPractice Name: Flourish Family & General DentistryCheck out Landi's Media:Website: flourishdentistry.com
Facebook: facebook.com/drlandij
Other Mentions and Links:
Insurance Companies/Services:
Delta Dental
Wisdom Dental Billing
Brands/Products:
Lowe's
Botox
Benco Dental
Galderma
Patterson Dental
Dentistry Support
Practice Management Software:
Curve Dental
Open Dental
Dentrix
Press:
Change Healthcare Data Breach
Books:
The Culture Code: The Secrets of Highly Successful Groups
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Imagine a dental practice where team well-being takes center stage, resulting in enhanced patient care!
In this Monday Morning Episode, Josey Sewell reveals groundbreaking dental practice management strategies, particularly focusing on effective recruitment and retention of hygienists. Emphasizing that the team's wellness is as crucial as patient care, Josey shares how attending to the needs of your dental staff can transform your practice. We get an insider's view into the common pitfalls in leadership that often drive valuable employees away and discover Josey's transformative "Connect, Measure, Coach" framework designed to uplift leadership and engagement.
Dive deeper as Josey introduces her comprehensive five Ps framework—Purpose, People, Power, Prosperity, and Performance—where each facet plays a pivotal role in creating a thriving work environment. By setting and tracking goals within these realms, leaders can mitigate burnout and boost workplace satisfaction. Josey also shares valuable insights on how the delicate balance between vulnerability and authority can cultivate trust among the team. This episode empowers dental leaders with practical tools to enhance their leadership skills and build a dedicated, satisfied dental team.
What You'll Learn in This Episode:* Innovative strategies for enhancing dental practice management. * Key leadership mistakes that lead to high employee turnover. * Insights on the "Connect, Measure, Coach" framework. * An introduction to the five Ps framework for improved engagement. * Techniques for reducing burnout and boosting workplace satisfaction. * The role of balancing vulnerability with authority to foster trust.
Dive into today's episode to learn more about team growth and the team-centered approach!
You can reach out to Josey Sewell here:Instagram: instagram.com/joseysewell
Email: josey@joseysewell.com
Other Mentions and Links:
People:
Simon Sinek
John C. Maxwell
Benjamin Hardy
Dan Sullivan
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Josie. So talk to us. What's one piece of advice you can give us this Monday morning?
Josey: Oh, I'm so excited about this. My piece of advice is that your number one customer is absolutely your team. Over your patients. And I know a lot of dentists probably panic when I say that, but we spend a ton of time and effort and energy on marketing and taking great care of our patients.
But when we take great care of our team, that's going to translate to great patient care. And today I'd actually like to talk in particular about recruiting and retention of hygienists. Having been a hygienist myself, been a hygiene director, I've been a COO of a dental group. And what I will tell you now as a coach helping people across the country is that every single one of the clients that I work with, they are struggling with finding and retaining dental hygienists.
And what I find is that a lot of people typically use COVID as an excuse. They'll say, Oh, COVID happened. It shut the world down. And we saw hygienists leave the profession. And we know that about 10 percent of hygienists did leave the field. And I think that that's really unfortunate. But now what we hear is that people just say, there's just not any hygienists available.
They just don't want to work. They don't want to be in clinic. And what I would say from being a hygienist and being in the hygiene community is actually that hygienists do want to work. They do love clinical, but the reason that we've seen some of them leave the field and the reason that we see a lot of hygienists who have chosen A permanent job as temping is because we have a leadership crisis.
And what I mean by that is hygienists are choosing not to work in your company because you're not leading them in a way that is meaningful to them.
Michael: Okay. Gotcha. So then what specific leadership behaviors have you observed that push Hygienist and team members to leave and how can practice owners correct these behaviors before losing valuable staff?
Josey: Yeah So I have a very simple framework That I find works really well for you to remember when you're thinking about leading and that is connect measure coach and so what I mean by that is to connect with people in a meaningful way and I mean trying to get to know them as a human being understand what's going on in their life even You Taking time to find out what their dreams and their goals and their aspirations are.
So that's connect. Measure is how do we appropriately measure success. And that includes utilizing key performance indicators or KPIs. But with hygienists in particular, sometimes they're afraid of numbers and metrics. So they feel like if a practice is asking me to be a high producer or to track my numbers, that means that they care more about money than about patient care.
And so what you have to do in helping hygienists understand metrics is you have to connect Those metrics to patient outcomes and to clinical care. And you also have to teach them a little bit about the business of dentistry, because when they have a greater understanding and they know how these numbers fit in, they absolutely will engage and appreciate those numbers.
So there's a special nuance into introducing numbers and metrics. And the last one is coach. I love the quote by Dan Sullivan, that he says, people don't want to be managed. People want to be coached. our team members, whether they are hygienist or not, have a very different expectation in what they want from us as employers and in our work environment.
And they want to be coached. It is not just about their job. It is about their life. And so we need to coach people up into a position. So maybe I'm a front office person and I'm growing into a manager position or I'm a hygienist and I'm going into a hygiene lead.
That's up in my position is primarily what we do in dentistry is we're helping people achieve mastery over time. But so many hygienists feel like there's a very short ceiling to their career. I will tell you, I left clinical because I thought there's nowhere for me to grow. And yet I was motivated and excited about advancing what I did as a clinician, but I felt limited because my doctors did not actually engage in the same CE or passion that I had.
for prevention or treating periodontal disease. So providing a pathway to grow. And then sometimes, Michael, we have to coach people out of our business. Because sometimes our business outgrows our people and sometimes our people outgrow our business. For those of you who are especially getting started in dentistry, some of you have this expectation that I'll graduate from dental school.
I'll have my practice and I'll find this amazing team. And this amazing team is going to be with me forever. However, lifelong employment is a thing of the past. And a lot of people don't. grow up as a little girl or a little boy dreaming about answering the phone at her front office. And so we have to just know and recognize that people are going to come and go in our business and our relationships don't have to be dependent on an employment agreement.
So again, connect in meaningful ways, measure performance, be very clear what your expectations are, and then coach people up in or out knowing that sometimes it is better for them in their life to move on. And that doesn't mean we can't still remain friends.
Hmm.
Michael: How would you connect in meaningful ways?
Josey: Great question. So we actually have a framework that we've developed after working with literally thousands of employees and helping hundreds of managers grow. we call it the five Ps, and that is the various different parts of their life where we will have people.
Take a look at these five important critical areas of their life and challenge them to set a vision for themselves and then also to set 90 day goals. So a very specific example is we have one of them that's called power and power is my physical, mental, and spiritual health. And it's encouraging people to have healthy habits for how they take care of themselves.
In dentistry in particular, one of the saddest things that I see is when clinical careers are cut short due to different musculoskeletal things or injuries, and so Are we encouraging our people to have regular habits of exercise or mindfulness or whatever that is? And so we have a framework that we have people fill out what their goals are.
And we sit down within the first 90 days of employment and we go through that and we just get to know our people in a meaningful way. And then we check in on them occasionally about every 90 days on their goals. So some people, it makes them feel really uncomfortable to think am I really going to ask?
My people about their personal goals. And the answer is yes, you are because they are a person with dreams and goals and aspirations. And the more that you understand who they are and what's important to them, the more that you can connect those goals to what the business goals are. And then we can win together.
Michael: So you said there's five P's, right?
Josey: Yeah. You want me to go through all five?
Michael: Yeah. Real quick. That'd be
Josey: great. So the first P is purpose. And that is like your personal Y or your personal core values. And so this one is probably the toughest one for to define a vision for themselves or their 90 day goals.
But what I have seen after working with so many incredible entrepreneurs, and I'll speak to you as the owner dentist for just a second. Is dentists have been successful their whole life. They probably did well in high school and got great grades. They got them into college and then they did well in college and they got into dental school and then they get out and they buy a practice.
And so often I see people attach their personal worth. To their practice and yet the practice is going to struggle. Not if it's going to struggle, it's when it's going to struggle. So things like struggling to make payroll or having a team walk out or not being able to fix, you know, marketing, your practice is going to struggle and you have to have a purpose in your life beyond what your practice is.
So that's what we help people do in purpose. The next one is people. So people is about relationships. And our relationships really are the greatest indicator of longevity and health. And what you will find is that when you're struggling in your relationships, whether it's with a spouse or a partner or with kids, or your people are, they're not going to show up as a 10 at work.
And so how can we encourage people to take care of the people that they love and to have positive relationships. Number three is power, which is physical, mental, and spiritual health. The fourth P is prosperity. And so prosperity is going to be, it might be wealth, especially for you as a practice owner, but for some of your team, prosperity might be more autonomy of their time, or it might be saving for something like a house or a car, or, preparing for something in their life.
And then the last one is performance. And that's what connects this personal stuff to the professional stuff. So performance is how are we doing in our job? How are we performing in our position? And that is a critical part of having this whole life. We talk about how everybody has one life space.
And if we're not minding those five different areas, we will struggle. Now I'll quickly say, we hear a lot about burnout. We hear a lot about overwhelm and most people are blaming that burnout and their overwhelm on work on what they do on a day to day basis and they're quitting their job and they're hopping around searching for greater work life balance, which is the lie.
right? There's no work life balance. It's work life harmony. And what I find is actually that burnout may not be happening from what we do every day in the dental office. It may be because I'm not minding my relationships or I'm not taking care of my physical health I'm not in alignment with my personal values.
So what I find is as you utilize these five P's and helping people set goals, Long term and short term, you might find that there's decreased overwhelm and burnout because they're actually taking better care of something that's going on in their life.
Michael: Interesting. So I feel like that's so complex though, Josie.
every 90 days, do you follow up and be like, where are we deficient on which P Cause I feel like it would always change, right? every level.
Josey: absolutely changes. So first of all, if you are a manager or a practice owner, it is not your job to ensure that your employees are checking off the boxes and achieving their goals.
So you're not going to like, Hey, you set a goal of saying, saving 5, 000. Why are you still getting Starbucks every day? That is not what we're going to do. It's actually just about creating a safe place where people can verbally share their goals and feel as though they're seen as a human being. And so I do it once a year.
I'll really just dig deep into their goals and I'll ask them questions. Then every 90 days, I recommend doing what we call a quarterly check in. That is a structured conversation where we use this idea of connect, measure, coach, and on that connect part, I just simply say, how are you doing on your goals?
You know, How are your five P's? You said last quarter you were going to call your mom once a week. How's that going? So I check in so that they feel heard and seen, but it's not my job to track. To manage, to ensure that they get it done. It's really just about seeing and knowing who they are. And it's incredible.
The experience that the employee has, I've had many people come back and say, I was shocked, Josie, how many tears there were. And not that it was tears of sadness or discomfort. It was that nobody had ever asked them what their vision for their life was.
Michael: Yeah. Now that's interesting. I like that a lot. it opens the door a little bit more, So Josie, in your experience, how do leadership blind spots practice owners contribute to team frustration and disengagement and how can owners uncover and address these blind spots? Would it be? doing this?
Josey: This is one great way to absolutely uncover those blind spots.
I think that in many ways if we're a dentist and a practice owner, so much of what is happening is about achieving our goals. The practice is mine. This is, my business, my dream, and everybody's helping me. And that's actually not what most employees are excited about is helping you build your dreams.
They want to build their own dreams too. they want to help you win, but they also want to win. So I think that that is a blind spot that sometimes we can be very self centered as an entrepreneur. And that is not shame or judgment. I am an entrepreneur myself and totally know. But the other blind spot that I would say is that we just don't have a good system for this and you need a good system for leadership.
And so I'm sure if you're listening to this podcast, you're probably also a pretty avid. Reader or listener to other podcasts and there's incredible people who talk about leadership like Simon Sinek or John Maxwell or, Ben Hardy. There's all of these authors that we love, but how do we take the idea of what it means to be a leader and how do we actually execute on it?
And that's where you need a system. And I think that's what I've seen. spent the better part of the last 10 years of my career doing is how to create a systematic leadership approach, meaning how do I do this connect measure coach, but how often should I be meeting with my employees? What should we be talking about?
How do we have difficult conversations and how do we align with what I need in the business and what you want with your life? So I think that one of the blind spots is there's not a good system or there hasn't been a good system. And that's what we're trying really hard to build.
Michael: I like that. I like how you mentioned how can I, ask these difficult questions, talk to them, play like, just for example, when you're approaching them and asking them about, did you call your mom this week?
Kind of a thing, right? It's kind of weird asking your employee, right? So I guess, how can owners or leaders, right? Balance vulnerability with authority to foster a culture of trust and support, especially during times of high stress or change.
Josey: Yes, I love that. That is the constant need of how we do. I love that you called it out vulnerability and authority.
what I share is that I want to help you create an environment of high love and high accountability. a lot of people think those are two things on the opposite end of a spectrum. spectrum, but we can't have high love and high accountability. Now there is absolutely an important nuance and that is that I can love and care for you as a human being without being your buddy, where it's like not appropriate for us to go out on the weekends together or us to go on vacation together or, doing things like that.
There absolutely has to be a professional line in how much we're sharing our life, but I do think that vulnerability. allows other people to be vulnerable. So a specific example is where business owners or managers feel like I have to have all of the answers and I can't tell people that I'm struggling.
And yet, when you're real about the struggle or real about the fact that you don't have the answers, it actually gives your team permission to do the same. And we create an environment where it's a greater partnership and we work together. So, There is absolutely a nuance in understanding who people are and what motivates them and not getting like too involved in their lives, right?
Not inserting ourself or feeling like we know too much or ask too many questions.
Michael: Awesome. Josie. I appreciate your time. And if anyone has further questions, you can definitely find her on the dental marketer society, Facebook group, or where can they reach out to you directly?
Josey: So my email is just Josie at Josie Sewell.
com. Make sure you spell it right. j O S E Y S E W E L L. And then on any social media platform, you'll find me at Josie Sewell. Really happy to answer any questions that you might have on how to create a healthy, happy team.
Michael: Nice. So that's going to be in the show notes below. And Josie, thank you so much for being with me on this Monday morning episode.
Josey: Thank you.
How can a well-managed hygiene department skyrocket production in your practice?
Today we're diving into a conversation with Dr. Bill Trout and consultant Tiffany Wuebben to unravel the often underestimated but crucial role of hygiene departments in dental practice success. Dr. Trout, a veteran in managing multiple practice locations, shares how his operations thrive through strategic organization and empowered leadership. He brings to light the indispensable contribution of his wife, and his hygiene team lead, illustrating a well-oiled machine where each part enhances the other. Tiffany complements this by detailing how she has collaborated with Dr. Trout to significantly elevate the practice's hygiene department through focused analytics and the innovative use of CareStack's customized scorecards.
Continuing the discussion, Tiffany emphasizes the significance of consistent training and comprehensive metrics in enhancing dental hygiene performance. The duo shares practical strategies for transitioning from a micromanagement style to one where responsibility is effectively delegated, allowing for a harmonious office environment. As they wrap up, Dr. Trout and Tiffany provide actionable advice for dental practice owners looking to strengthen their hygiene operations. This episode is a treasure trove of insights on building a system that champions leadership, patient care, and operational excellence, with Tiffany offering additional resources and guidance for those keen on further exploration.
What You'll Learn in This Episode:* The hidden importance of hygiene departments in dental practice success. * How to use metrics and analytics to boost performance. * Strategies for effective leadership and delegation within dental practices. * The benefits of ongoing training to keep the team engaged and skilled. * Innovative tools to increase productivity, such as CareStack's scorecards. * Practical steps to enhance hospitality-based patient care. * A roadmap to achieving cohesion and motivation among team members.
Tune in now to discover how to empower your hygiene department!
Sponsors:CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: https://thedentalmarketer.lpages.co/carestack/
Guest: Dr. Bill Trout & Tiffany WuebbenPractice Name: Dental Wellness Centers of GeorgiaCheck out Bill and Tiffany's Media:Dr. Trout's Practices: dentalwellnessga.com
Dr. Trout's Email: troutTCD@msn.com
Dr. Trout's Phone: 912-665-2792
Tiffany's Website: thehygienepreneur.com
Tiffany's Email: tiffany@thehygienepreneur.com
Grab a Free Copy of Tiffany's Book!
Other Mentions and Links:
Patient Benefit Organizations:
Careington
Connection Dental
Dentemax
Education:
The University of Georgia
People:
Nick Saban - Alabama Football Coach
Businesses/Brands:
McDonald's
Burger King
Hardee's
In-N-Out Burger
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
How often do leaders find themselves in situations where silence could have been their most powerful tool?
In this episode, we dive deep into the leadership journey of Dr. Manrina Rhode and learn about the transformative lessons she's embraced as a business owner. Dr. Manrina candidly reveals her shift from a leader eager to express every thought to one who masterfully chooses her words. She shares intimate reflections on learning when to "shut up," a tactic that has redefined her approach to managing teams and maintaining a harmonious workplace environment. Her story is a compelling exploration of the inner changes she made to lead more effectively.
Drawing from her own experiences, Dr. Manrina offers a toolbox of strategies vital for any leader aiming to foster accountability and support within their teams. From scheduling regular meetings to address concerns in a steady, composed fashion, to the importance of documenting and constructively addressing recurring issues, her advice is both practical and refreshingly honest. This episode is not just an insightful peek into her leadership evolution but a guide filled with actionable ideas any practice owner can implement to refine their communication style and team dynamics.
What You'll Learn in This Episode:* The power of silence in leadership and when to "shut up." * Strategies for managing emotional reactions in the workplace. * How to foster a supportive and accountable team environment. * The importance of scheduled meetings for conflict resolution. * Effective techniques for documenting and addressing recurring issues. * The impact of calm and constructive communication on team morale.
Tune in to discover how to communicate more effectively with your team!
Sponsors:
Gusto: Dentist payroll for the modern practice. Gusto’s cloud-based software provides all the payroll and HR tools you need to run your dental practice efficiently. Having it all on one platform keeps our prices low, and makes your job so much easier. Enjoy best-in-class support, benefits like health coverage for your team, and more. Visit or copy and paste the link here for a special offer! https://gusto.com/tdm
You can reach out to Dr. Manrina Rhode here:Instagram: instagram.com/drmanrinarhode
Other Mentions and Links:
Brands:
Botox
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: amen. Rena, so talk to us. What's one piece of advice you can give us this Monday morning?
Manrina: My piece of advice is to learn to shut.
Michael: Expound on that a little bit. is that advice?
Manrina: I think it's something that I've had to learn as a business owner and it goes against everything I learned before I was a business owner. So as young lady growing up and then as an associate dentist, I always believed it was important to speak my mind. And if someone had upset me, offended me, done something that felt like an injustice, To speak out loud about it, and I kind of pride myself for being that person and doing that. and as a business owner, I've learned that's not always the best way to go. And with your team, if every time they do something wrong that upsets you, like, I don't know, like I had someone today send out one of my patients, the wrong skincare product. They wanted one product and they sent them another product, you know, and I was like, why, why did you send the wrong product?
And, you know, they said, oh, they were next to each other. And I think, you know, the, the old marina and the way that had been brought up and what I'd always believed to be correct. would have really wanted to talk about that and explore it and understand it and be like, but how is that an answer to sell me that because they were next to each other?
If someone's ordered hydrate lip oil, you send them, hydrate lip oil, why would you send them plumpbut what I have learned, being a boss. Is it's not my place to then have that conversation. it's just my place to listen and accept and say, okay, and that's it.
Shut up. Okay. And that's such a journey for me. because it went against my essence of just like really explaining how I feel. and to the point of like, then when you see the,person later on and, you know, in the staff room and they say, Oh, I'm really sorry about that. skincare thing. just smiling at them genuinely back and saying, okay, maybe how I was feeling, but I've had to learn this mass suppression of emotion opinions. So just, obviously it's important to take note of everything that's going on around you. I'll make notes understand what's happening with my team and bring it up at the right time in the correct way. But what's not correct is like my life has been up until now dealing with friends and colleagues that you can just be quite open about how you're feeling, about what's happening
Michael: at the time. Interesting. So then how do you know when to bring it up in the right time in the right way, especially like that scenario?
Manrina: Yeah, so we have meetings, scheduled meetings. with everyone, right? So I have a daily huddle, definitely a group environment. I bring things up in a group environment as team learning for everyone, not using a specific person as an example, but doing a reminder saying, Hey, we're all going to have a this morning. what product is this? What does this product do? Let's do a spot test. Does everyone know what's going on here? we have weekly meetings, which are designed to go through these things. which be a more appropriate place to do the spot skin care test. We have monthly practice meetings. we have monthly reviews for new team members and three monthly, reviews for team members who have been with us for longer. do it monthly for three months and then it moves on to three monthly and eventually six monthly. I also have, like, different team members, with my practice manager, for example, I have a weekly meeting. if she does something that I can make a note and in the weekly meeting, if I don't want to make a big deal out about it, then in the weekly meeting, when we're having a one on one, I can say, Hey, by the way, this happened this week. And that's made me feel a certain way. And is everything okay? And I guess it's also that it's being like, is everything okay? Rather than getting upset with someone and saying, I don't want to say it, but like, are you stupid? You're just going to be like, is everything okay? Well, you know, is there a reason why you felt like, did this happened or these mistakes happen this week?
Is there something that I can support you in? so it's a whole like reframe you think when you're open to practice, everyone might think they're going to be the boss and they're going to tell everyone what to do, but I think it's almost the opposite. It's easier to be the boss when you're an associate, Whereas as a boss, to actually keep a happy team, you need just very calmly, Go through anything that goes wrong then put actions in place to make sure it doesn't happen again and obviously know everything down.
So rather than acting on it immediately, make a note of it and then decide the appropriate action to take, the correct time to have that discussion. it's not necessarily something that you have immediately.
Michael: interesting. So then it's almost like as if. Shutting up is part of the calming down process, could you think of something in that moment to, you know, I just need to be nicer, but I'm going to tell it to you straight. Yeah,
Manrina: when like the skincare thing happened today, then I responded and said, Oh, okay. That's unfortunate that you're not familiar with our, with our sentence. read about them and watch all the videos. if you could do that for me, then when I see you next week, I'll schedule a time for me to go through that with you and test you on them. So this doesn't happen again. Could you please send an apology message to the person you sent the wrong skincare to? Arrange when you want to be sent out, just to let you know the cost of the skincare will be deducted from your wages. So that was my immediate response. Which was quite measured and, fair, with all the points for what needs to be done. there's nothing emotional in that.
It's just very fact. This happened. This is what we're going to do about it, to make sure it doesn't happen again. And this is how we're going to fix what's happened right now. and these are the actions I'm taking because you've done something wrong.
Michael: How do they react?
Manrina: They said, okay, I, um, yeah, I was going to say you should deduct it for my wages as well. And yeah, sorry again.
Michael: Oh, okay. Interesting. So then how did this come out to be Minrina? Like, how did you realize I probably should start shutting up more?
Manrina: I think it was really early on. I had a nurse and He gave pounds worth of Botox. To the lab guy, like the lab guy came to collect lab work and he picked the lab work out of the fridge and picked up a bag of Botox as well.
And gave the lab guy my lab work and 500 worth of Botox, which is a prescription medication and it's useless once it's kept out of the fridge. So couldn't even be returned. and then the lab called and said, Oh, you've given us this bag of Botox. And I think at the time I was so shocked like, you know, early boss days.
And I'm just like that's incompetent. I feel like that's incompetent behavior. What do you think about it? And then he was like oh yeah, I made a mistake, but you can't call me. incompetent. That's not allowed. then I, you know, asked my, my HR and they were like, yeah, youcan't tell someone that they've done something wrong.
Like say that this is what you are. You can only say to them, do you think that was competent? Do you think that was competent behavior? And so I was like, Oh, it's so interesting. Like in normal life, normal conversations up until now it's just been a conversation that you'd have about, this is what you are in my opinion, but you're not allowed to have that opinion as a boss.
You have to ask what their opinion is.
Michael: Okay. I like that. Interesting. Yeah, no, it's good. So then in the moment of you trying to create this relationships with your team whether it's like, Hey guys, we're a team or we're more than a team, we're friends, right. or we're a family or anything like that.
Where's the line to where you're like, Hey, for example, you're really close with the team member and you're like, Hey, you know, you know me, right. you've seen my children and everything. But then you. Decide to be like, Oh, I didn't know that offended you me calling you incompetent. I apologize. Right. But then it kind of,creates a riff there or something like that. So where's the line for that for you?
Manrina: I don't have an issue now. We're just talking to everyone very calmly. And I feel like as long as I'm telling them all very calmly and not in a bullying like, This is incompetent.
That's, you know, I would never, I wouldn't say it like that. Anything they do now. Oh no. Did you give the Botox? how do you feel about having done that? what do you think we could do to make sure it doesn't happen again? It's almost quite maternal. It's almost like a family.
or maybe it's like a really nice mom, rather than a mom that shouts at people and says, are you stupid? It's a really nice. Oh, okay. This happened. What should we do about it? What can we put in place to make sure it doesn't happen again? But also I make a note of it. I've got a folder where I make a note about all these things with the date and what happened with each team member.
So if we see a pattern and it's recurring, then I've got, series of evidence. And obviously if it's recurring issues, then need to do something more.
always calm now. passionate response to anything is gone.
Everything's like, Oh,
Michael: You ask questions right to your response. You're like, oh, why'd you do that? What were you thinking right in that moment?
Manrina: anything, I'd just be like, why do you think that happened?
What do you think we could do to stop it happening again?
Michael: Yeah, no, that's interesting. So then with that being said, what are some exercises you're doing to remind yourself, especially in the heat of the moment where you're like, what the heck? What are the. Exercises that you're doing to remind yourself to shut up or be calm.
Manrina: Yeah. So when um, feel myself having an emotional reaction that's not positive. So it's fine when I'm excited when things happen, then it's all good and let's celebrate. If something happens and I can feel it inside me that I'm like, Oh, that makes me want to make that noise. Take a deep breath in.
Then I know that's when I need to shut up. So as soon as I feel that something goes off in my brain, it says, shut up, because you're feeling an emotion and better to respond to this when you don't, and there's no rush to respond to anything. So just take it in and say, okay. And then work out how you want to respond to it once that, it's calmed down.
Michael: You started doing this like a couple of weeks ago or?
Manrina: a progressive. So my clinic opened just over two years ago and it's been a progressive change, but it's something that I was only conscious that I started doing when I sent it to someone this week.
I said, Oh yeah, when things happen, then I just don't say anything because it's just easier that way. And then I just deal with it when it's the right time. And then I was like, Oh, I didn't even realize I started doing that. That's what I do. I don't respond anymore. And I've always been, I've always been that person that you're, you know, how I'm feeling at all times.
If I get upset about something, I'll tell you I'm upset about it. And then, you know, five minutes later it was done and it's gone and we've cleared it. But I don't tell you I'm upset anymore.
Michael: That's so funny. No, that's awesome. Thank you so much for that advice. We appreciate it. And we appreciate your time.
And if anyone has further questions, you can definitely find her on the Dental Marketer Society, Facebook group, or where can they reach out to you directly?
Manrina: On my Instagram is a really popular way to do that. It's Dr. Manrina Road, D R my name, Manrina Road. I manage my own account.
So that's a good way to reach out.
Michael: Nice. Awesome. So that's going to be in the show notes below. I'm Marina. Thank you so much for being with me on this Monday morning episode.
Manrina: Michael.
What are the real-life challenges and triumphs transitioning from corporate dentistry to an acquisition?
In this conversation, we welcome Dr. Noah Mustafa, a dentist who didn't just stop at practicing dentistry—he redefined it. Dr. Mustafa opens up about his inspiring journey, recounting his experiences transitioning from the predictable world of corporate dentistry to becoming the proud owner of Luna Dental in Toms River, New Jersey. He walks us through the challenges he encountered, from gaining patient trust to the integral steps he took to foster a respectful and communicative team atmosphere. This episode is a goldmine of insights for anyone curious about the intricacies of running a dental practice and the importance of compassionate caregiving.
The episode doesn't just stop at dental techniques; it delves into operational strategies, like the crucial role of search engine optimization for enhancing the clinic's online presence and the careful upgrades he made to practice management software. Dr. Mustafa further enriches the conversation with personal anecdotes about striking a balance between his demanding profession and family, sharing insights into leadership and the indispensable value of grit. Dr. Mustafa's also reflects on unwinding after a busy day and the principles that guide his steadfast commitment to both his patients and his team.
What You'll Learn in This Episode:* The transformative journey from corporate to private practice. * Essential strategies for effective team communication and respect. * Insights into leveraging SEO for a dental practice's success. * Gradual implementation strategies for new practice software. * Balancing professional responsibilities with family life. * Dr. Mustafa's unique approaches to leadership and patient care. * Personal anecdotes on maintaining work-life harmony and relaxation. * The profound impact of grit and effort in professional growth.
Tune in to uncover the secrets behind Dr. Mustafa's successful practice acquisition!
Sponsors:
Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/
Guest: Dr. Noah MustafaPractice Name: Luna DentalCheck out Noah's Media:Website: lunadentalnj.com
Phone: 732-244-3444
Instagram: instagram.com/lunadentalnj
Other Mentions and Links:
Businesses:
Aspen Dental
Software/Tools:
Dentrix
Ahrefs
Canva
WordPress
People:
Frank Sinatra
Products:
Acupressure Mat
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Balancing life and business can often feel like a precarious tightrope walk, but Dr. Desiree Yazdan shares her personal journey of mastering this art. In this episode, Dr. Yazdan opens up about her transformative shift from a demanding workaholic schedule to a more sustainable, lifestyle-friendly business model. After becoming a mother, she realized the need to create a professional life that reconciles with her personal values and priorities. Dr. Yazdan candidly discusses the trials and triumphs of setting new boundaries, the pushback she faced from her team and clients, and how she triumphed by maintaining a steadfast positive mindset. Learn how Dr. Yazdan adheres to her revamped work hours and maintains her productivity without compromising her well-being.
What You'll Learn in This Episode:* How to build a business that aligns with your lifestyle priorities. * The challenges of setting and enforcing new personal boundaries. * Strategies for handling resistance from peers and clients with grace. * The impact of a positive mindset on achieving work-life balance. * Ways to maintain well-being and productivity through effective time management. * Dr. Yazdan's personal tips for prioritizing mental health in business.
Don't miss this chance to learn about balancing your business and your lifestyle—tune in now!
The Pediatric Dental Marketing Course is open for enrollment!This comprehensive course, developed by Minal Sampat and myself, is tailored specifically for pediatric practice owners and their teams. It is designed to turn your pain points into stepping stones for success, and to help you become the trusted dental home for countless children in your community. Head over to our site to enroll now! pediatricdentalmarketingcourse.com
You can reach out to Dr. Desiree Yazdan here:
Instagram: instagram.com/dryazdan
Email: drdyadzan@gmail.com
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Desiree, so talk to us. What's one piece of advice you can give us this Monday morning?
Desiree: I would say the piece of advice is to build your lifestyle first and then build your business around that.
Michael: with that being said, what if we want to grow in our community that we are at, or we decide to listen to the demographics and think, Hey, this is the best ratio to patient.
Okay. Thanks. Let's move here. And then later on, we realized we don't really like where we're at.
Desiree: Yeah. So obviously you have to like, look at what's around you and what you're doing. But, when I said that, I think because I'm a mom, I have two little kids. And before I had kids, I was working always kind of at the expense of myself.
I was open all the time, like 12, 13 hours a day. If somebody needed me in the middle of the night, I was available. Like, and I thought that that is what I needed to create a successful business. And then once I had my first daughter, I was like, okay, this just isn't sustainable. And so I started to analyze, what can I do to.
Make my patients still feel like they're being really well taken care of, but also make sure that I'm taking care of my family. that's when I started to think how do I want my day to actually be? And yeah, you can't just be open for like three hours a day and then expect to have a super successful business, but you can decide what times you want to be working, what days you want to be working and then build your success off that.
I just.Requires you to be much more efficient with the time that you are working. So like understand business, you have to know your numbers, you have to learn how to have a positive mindset consistently, take yourself out of the negative spirals quickly, and then just get yourself to a place where you could be really efficient in a smaller amount of time.
Gotcha. So then how did you realize this wasn't sustainable? Yeah. I mean, I was just working so much. I was always working and I thought it was like a good thing. I would pride myself on like, Oh, I'm like a workaholic. And then, I think one of the times that really stood out to me, it was Thanksgiving and I just pulled up to my parents house with my husband.
And I had a phone call from a patient who broke a temporary. And she wasn't even like super concerned. She was just like, ah, is this okay? And I remember walking upstairs to my parents house. And then being like, oh, I have to go. There's like a patient that broke a temporary like I'll go in and see her and whatever.
and then I remember when I was driving there. I'm like, why would I do this? the patient's not in pain. And I understand it could be an emergency but it's also like it's thanksgiving and you know I need to change my boundaries And I think that moment was one that I was like, okay Like I don't know if I want to do this forever And then once I had my first daughter that just like really solidified it because you know when you have a newborn They really need you especially as the mom and so I was like, okay, we're just gonna change things up
Michael: So then what efficient systems did you have to implement in order to actually change boundaries?
Desiree: Yeah. So it always starts with mindset. I always go back to this. Anything that you want as far as streamlining your practice growth changing your boundaries always starts with your mindset first.
So you have to first get really comfortable in your mind with your new hours and whatever it is that you're wanting to change. And then when you go to implement that, like there's no gray area. So it's like, Hey, I'm done seeing patients by this time and I need to leave at this time. And then you do that, right?
So when your office presents to you, Oh, this patient just called and they want to be seen for an emergency and it's a new patient. And you're like, Oh, well, I need to leave in 30 minutes. You know, It's really hard to say no, because you're leaving money on the table andyou know, it's your practice and you're trying to grow and build it.
But when you take your boundaries seriously, then you say, Ooh, I can't give good care in the little time that I have. let's see if we can get them in tomorrow instead. And the patient might not want to be seen tomorrow. They might call somewhere else and you just have to be okay with that.
Michael: Gotcha. Okay. So then how did patients or your team react when this started happening?
Desiree: Oh, personally for me, my team was very unhappy with it. you know, cause they were just used to me saying yes to everything. I was a big people pleaser. I was like, yeah, sure. Yeah.
I'll stay late. Yeah. It's 7. 00 PM. And I've been here since, 00 AM. Yeah, sure. Let's just do it. Or somebody would call it 10.they were like on board with that. They were like, Oh, we are available all the time. But like,now what I say is what's best for the doctors best for the practice best for the business owners also best for the practice.
So like.when I was working that way, I didn't want to be there. So it's a difference.Whereas when I had my daughter, I didn't want to be there as much. I wanted to be there and enjoy the work that I did, but I didn't want to do it at the expense of my newborn. when you're working against yourself and you feel obligated, you're taking that in the treatment room with you to the patients.
even if you're not saying it, even if you think Oh, I hide it really well. There's some level of annoyance or obligation that you have that does come off, whether you like to admit it or not, to be honest, nobody wants an overtired, overworked, stressed out doctor working on them.
Right. So like, I always think if I was going to go get a nose job and the surgeon was like, if I heard what's going on in his head, he's like, I'm just so tired.I haven't slept. I'm like, so over being here, I'd be like, let's just not do the surgery, you know, so I think the same as my patients don't want me, they want me when I'm happy and I want to be there and I'm excited about their treatment, right?
Even if they're not excited about it, I need to be happy and excited doing it. Right. So, What's best for you, it's going to be what's best for your patients and your staff. And I think over time, once I stuck to the boundaries and they got used to it, and I think that's why I said. You have to be really firm in your own mind about it because there's going to be pushback when you're implementing change.
but when you're really sold on it, then it's easier for other people to get on board eventually. even the patients that originally were like, what, she can't see me at that time. Like, and I would to them, I'm so sorry. I just had a baby.
And I do have to be home and, I'd love to see you, but, you know, it's not like I'm abandoning you. I just also need to put my priorities now is like my children.
Michael: Interesting. So then how do you take yourself out of the negative spiral that you mentioned?
Desiree: Yeah, that's a good question.
I have learned a lot of really amazing life coaching tools and I think that's the way I'm able to do it. But to explain to others, you have to be really aware of what you're thinking and how you're feeling. And I think a lot of times we don't really know what we're thinking. We can tap into how we're feeling like we feel bad about something.
And it's important to like pay attention to that feeling and then try to identify the thought that you're having that's creating that feeling because every feeling is created by a thought. So you have to just be like, okay, what am I thinking that's making me feel anxious or that's making me feel stressed or nervous or whatever it is.
And then you have to like analyze, is that thought true or is it serving me? So sometimes we think things that may or may not be true, but like, it's actually not serving you like somebody might look at their, statements or their reports at the end of the month and be like, Oh, I made no money this month.
And then they might be stressed and that might be true, they might have not had enough take home to pay their bills. But is that serving you know, it's just making you feel worse. And so you have to really be conscious of how you're thinking and what you're thinking. I think honestly that's the hardest part because we just go about our day thinking and feeling how we think and feel and then to just realize that you have to be conscious about it, and really train your brain to think differently.
That's hard to do on your own, but it's well worth it.
Michael: Yeah. No, that's interesting. Especially when like a negative situation kind of arises, right? Interesting. Awesome, Desiree. Thank you so much for being with us. It's been a pleasure. But before we say goodbye, can you tell our listeners where they can reach out to directly?
Desiree: Yeah, absolutely. So you guys can find me on Instagram. I'm just at Dr. Yadzin, D R Y A Z D A N. And then you can also send me an email at D R D E Yadzin at gmail. com.
Michael: Awesome. So that's going to be in the show notes below and Desiree, thank you so much for being with me on this Monday morning episode.
How do effective dental billing practices shape the trust between patients and doctors? In this episode, Michael sits down with Dr. Ryan Hungate, a visionary orthodontist, to discuss the pivotal role transparency plays in the billing process within dental practices. Dr. Hungate challenges the opaque systems currently in use, drawing parallels to other industries where costs are known upfront, and highlights the absurdity of keeping patients in the dark. He passionately discusses how advancements in technology, like the innovative Eligibility Pro tool integrated within the Dentrix management system, streamline insurance verifications. By automating these processes, dental offices not only alleviate the administrative burden but also provide patients with clear and accurate cost estimates right away, fostering trust and enhancing the patient experience.
Throughout the conversation, Dr. Hungate emphasizes the broader implications of transparent billing on treatment acceptance rates. By approaching financial discussions with clarity and empathy, and offering flexible financing options, practices can significantly improve patient outcomes. He underscores the importance of regular process reviews to ensure that dental practices are exceeding patient expectations. The takeaway is clear: adopting automated solutions isn't just a technological upgrade; it's an ethical commitment to providing transparent, affordable care.
What You'll Learn in This Episode:* The impact of transparent billing on patient trust and satisfaction. * Technological advancements in dental practice management. * How automated tools can streamline insurance verification. * Methods for enhancing patient experience and treatment acceptance. * The importance of regular assessments in optimizing dental operations. * Strategies for presenting financing options to patients.
Join us as we explore how transparency is crucial for building lasting patient relationships!
Sponsors:
Gusto: Dentist payroll for the modern practice. Gusto’s cloud-based software provides all the payroll and HR tools you need to run your dental practice efficiently. Having it all on one platform keeps our prices low, and makes your job so much easier. Enjoy best-in-class support, benefits like health coverage for your team, and more. Visit or copy and paste the link here for a special offer! https://gusto.com/tdm
Guest: Dr. Ryan HungateBusiness Name: Henry Schein OneCheck out Ryan's Media:Website: henryscheinone.com
Website: dentrix.com
Eligibility Essentials and Pro: learn.dentrixascend.com/dentrix-ascend-eligibility-pro
Instagram: instagram.com/rjhungate
LinkedIn: linkedin.com/in/ryanjhungate
Other Mentions and Links:
Businesses/Services:
Tend
Dentologie
CareCredit
OpenTable
Software:
Dentrix Ascend
Open Dental
Eaglesoft
People:
Henry Ford
Steve Jobs
Taylor Swift
Movies:
Glengarry Glen Ross
Insurance:
MetLife
Brands:
Lexus
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Can a dental practice function on a NO-hygienist model? In this Monday Morning Episode, I sit down with Dr. Ron Schefdore, a trailblazing dentist who dared to challenge the conventional hygienist-dependent model and hasn't looked back since. He bravely shares his transformative journey, detailing the hurdles and victories of running a practice without hygienists. By prioritizing time with patients and refining diagnostic capabilities, Dr. Schefdore not only enhanced patient care but unveiled significant financial benefits. He offers a candid look into the operational dynamics of his practice, demonstrating how a focus on customer relationships can complement financial growth in the dental industry.
Further into the conversation, Dr. Schefdore delves into practical strategies for managing the shift, particularly in scenarios involving the exit of hygienists. His methodical approach includes a gradual dropping of insurances to attract and maintain loyal and high-quality patients, while emphasizing the pivotal role of training and teamwork. Ron passionately challenges the traditional mindsets that dominate dental practices and invites you to do the same!
What You'll Learn in This Episode:* The compelling advantages of a no-hygienist dental practice model. * Steps to overcoming operational challenges without hygienists. * Financial benefits of spending more time on patient diagnostics. * How to navigate network transitions for retaining top-tier patients. * The critical role of training and teamwork in a restructured practice. * Strategies to shift the mindset of traditional dental practices.
Tune in now to explore the no-hygienist model with Dr. Ron Schefdore!
Sponsors:CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: https://thedentalmarketer.lpages.co/carestack/
You can reach out to Dr. Ron Schefdore here:
Website: https://www.pharmaden.net/
Facebook Page: https://www.facebook.com/dentalcoachingsystems/
Mentions and Links:
Education:
Loma Linda University
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Ron. So talk to us. What's one piece of advice you can give us this Monday morning?
Ron: Don't worry about not finding a hygienist or having hygienist issues because I did a no hygienist model very successfully for decades. And I teach that to dentists now and how to do the same thing.
Michael: Interesting. Okay. So if you can a little bit expand on, how did you first transition to the no hygienist model and what were the biggest operational challenges you faced?
Ron: The first 17 years in practice, we built three practices. I owned the three buildings. Staff of 36 associates out of network financially.
It was fantastic. It was like every dentist's dream, right? And what I realized after that long of managing people that that is not my forte drove me nuts somebody offered me some stupid money and I took it And thank God because it gave me an opportunity to grow up now being a dentist and say, you know, what do I really want to do?
Why am I here? What excites me? And for me, it was spending more patient time, which a lot of doctors want to do. So I says, if I want to spend more doctor time, and I really want to help people with their perio, get them cure basically of perio, get them to look better, the things that excited me and the work I wanted to do, that means that I can't be chair hopping.
Forget the chair hopping. I don't know a dentist that likes it. I mean, There is some weirdos that like it, but who the hell wants to keep jumping from chair to chair? This never excited me, never interested me. And not getting paid, they're all joining these cut rate insurances.
Why you went to all the schools, spent all this money and you're an expert. Why are you doing that? I never bought into that and I had, a bunch of money. So I didn't really need to worry about the money when I opened up the second practice of a new hygienist model. we figured it out and very quickly in today's dollars, we got up to doing a million dollars and bringing home ham and I did that for a couple of.
and I had six weeks vacation, sometimes a little bit more, took a month off. A lot of times, it was the best of all worlds. And so once I retired the second time, five years ago from clinical dentistry, I started getting on Facebook and just telling dentists, Hey, you guys could still have it all.
It works out really good. You're having so many hygienist issues. You don't need those anymore. Hygienists are valuable. However, they're getting theirselves. Out of the market, they're pricing themselves out of the market. They have quite an attitude. So many of them think they're doctors and it's like, no, you're an employee.
You might be a colleague, but you're still an employee. So let's not cross that line, it's just a weird dynamic. Now, I've met hygienists that are awesome. I'd hire them in a second. That's 5 or 10 percent of them that I've met. And this is a real problem with most dentists that I've talked to.
Don't do a hygienist model. Get out of network or minimize the PPOs. Keep just the best ones. You only need 400 active patients. For this. That's it. If we all only had 400 active patients, there's plenty of patients to go around. All these dentists are fighting over. I need 1, 000. I need 2, 000. I need 3, 000 patients.
That's crazy. No, you don't. You know, just, Just stop the nonsense already. So that's my advice.
Michael: Okay. Okay. So then when you apply this or what systems or workflows did you have to adjust to maintain or improve your patient care without a hygienist?
Ron: One column, see one patient at a time, minimize the amount of re cares that you do, and it's assisted hygiene.
No, it would be stupid for a doctor to do hygiene all day long. Get that out of your brain. Oh, I'd rather do something else where I make more money. I could prove to you, any dentist can make six to seven hundred dollars an hour doing a re care visit. I've done this on dozens of practices.
How many doctors are making 700 an hour without even breaking a sweat? I mean, That is about the easiest appointment you could do. Why not have some appointments during the day that are easy on us both emotionally and physically? There's nothing wrong with that. So, you know, 800 an hour and you get a 50 percent overhead, that's a million a year and bringing home 450, 000 pace.
Why do we need a hygienist? Most dentists, if they made a half a million dollars a year take home, they would be very, very happy with that. I did that for decades, took six weeks off, and it was, dentistry's still hard, but you know, I only had three cross trained staff. So when you're doing hygiene, you minimize the amount of re care that you do, and you use a great cross trained assistant with you.
That's all you need to do, and you fit those half hour appointments, it's half hour doctor time, half hour assistant time on the recare, that time that you spend with them is so much more fun, and it's relaxing in between all the hard work that we have to do, look, I don't have any physical problems, it didn't burn me out, it was so much easier than what dentists are doing.
Please do this, please look at this.
Michael: Gotcha. Yeah. if we are already, we have a hygienist our new patients are coming in, we're pretty bustling office, right? And then right now our hygienist left. We're listening to this episode and we're thinking, man I, I want to do this, but we just have too many patients at this time.
would you recommend in that situation?
Ron: That's when you strategically over 18 months get out of network and half the patients will fall off, which is fantastic because the ones that stay will stay pay and refer because they like your service, but you got to change the mentality of a PPO doctor to an out of network doctor.
It's a big change and you need some coaching on it. If it's not me, get a successful other network doctor to talk to you on how to treat, how to present treatment to patients, how to make the appointments in your schedule. It's. It's way different than a PPO. You can't expect a network patients to get the care that they receive in a PPO setting.
It's much different. So you gotta learn that.
Michael: Okay, interesting. So then, how have the dentists you've taught responded to the model? Like What are the most common difficulties or misconceptions they have when transitioning?
Ron: Number one, oh, it's going to cost me money to do a recare visit because I could make so much more money by going and doing blah, blah, blah, blah, blah.
And that's their belief. And I say, well, why are you making half the income that I am? And I'm seeing half the patients. I had to change their belief system. And it's the common belief with dentistry that they miss. The biggest reason they missed that is because. Where do we make our money in dentistry?
Every dentist misses this. It's the diagnosing. The PPO doctor spends two minutes diagnosing. Why would you do that when I could spend 30 with the patient? If I spent 30 minutes with the patient and you spend two, who's going to diagnose more work? Who's going to get more acceptance? Who's going to do bigger cases?
Me, all day long. the thing that makes dentists the most income and the most fun is the diagnosing and helping the patient get through that process. They're not doing that. So when you get the hygienist out of that, and the doctor does more of that, it's great. Keep your hygienist. Keep her doing the scalings.
Most of the office I see, 16 percent to 10 percent of their patients are going through scaling and replanting, or less. Where 50 percent of the public has periodontal disease. If you don't have at least 30 percent of your practice going through scaling and replanting, there's a lot of bloody profits being done.
It's just a fact. And your two minute exams, I'll fly anywhere in the country. I'll follow you around, doctor, after you do the exam, and I'll find five to fifty thousand dollars worth of treatment every week that you didn't even diagnose or talk to the patient about. So don't give me that bullshit.
Thirty seven years, I can't be bullshitted. There isn't nothing you're going to tell me that I haven't seen in dentistry in thirty seven years.
I challenge any doctor at that one. I've done this already.
Michael: Yeah. Okay. So then how has the dynamic when this happened your team changed the removal of a hygienist?
Like, did you need to train your dental assistants differently? And how does this affect the efficiency?
Ron: Yeah. I mean, You have to spend time with the hygienist, which was a lot of fun teaching them dentistry. My assistants knew almost as much as I did, and technically with their hands, geez, I had two assistants.
They were better with their hands than mine. You should see their temporaries. Their were awesome. They were very good with their hands. So you might be surprised that one of your team members might be just as good, if not better than you. And they're quick. they come up with ways to make things more efficient.
So you just spend time with them, nurture them. And there are a lot of smart people that really appreciate that can really help you, but yeah, you have to train them and be patient. It's like a child. You know, If you're at home, what are you going to do? Scream at them all day? You got to be very patient.
Michael: Yeah, no, that makes a lot of sense. So then, did you communicate the change to your patients? Or, like, did you face any resistance? if so, how did you overcome that?
Ron: At first I did, there's always remarks and dentists, this is one of the things the challenges they have is the patients will mentioned something about the hygienist and most dentists look like, oh, you're doing so bad that you can't even get the hygienist.
I flipped that around. I said, look, I spent eight years in school. Would you rather have somebody clean your teeth that's been in school for eight years or somebody that's been in school for two years for the same money? And I had to shut up. Every patient then laughed and says of course, eight years.
I go, good. Then you win me today. All right, let's go. And that was the end of it. You built more of a concierge service and a better service. It's like, holy cow, no doctor in this community spends this kind of time with their patients. That's what made us unique. And those are the kind of patients that you're willing to attract, that are willing to pay your fees.
Most of my patients were not rich. They were middle class America, but they were looking for better service and they found the money or payment plans in doing a treatment in stages.
Michael: I like that. So then is there any fear, Ron, where it's Oh man, I don't ever have time off almost a thing, right?
Like I'm going to be called for emergencies for any little thing, for cleanings, all these stuff. It's too much on me. I want to start delegating these things that I kind of don't like like pro fees and stuff like that Where does that mentality go?
Ron: Okay. The mentality is Doctor do you like to make money?
Well, Of course Well, then you better find a way on how to do a recare and do part of the pro fee You're not doing the full pro fee you're doing part of it. So my sonic cleaner I thought of it as a perioprobe, it just wiggles up and down, because I go through every pocket and look at every tooth and take pictures along the way.
To me it was a diagnostic tool. So doctors, it's how you look at things, I looked at it as this has given me an opportunity to find the work that I want to do. All of a sudden I'm doing cases I want to do. So it's the bad attitude that they have, the belief that they have. you got a lemon, make lemonade out of it.
It was great. I'm lemonade all day long like this. I was in such a saturated market in Chicago that there was like 15 doctors within walking distance. I was always busy. I made more income. I took more time off and they all were doing the opposite of what I was. And when I told him about it, I go, no, that'll never work.
Okay. You keep doing what you're doing, because others clean up here.
Michael: Yeah,
Ron: works. It works every time. You just have to change your belief system and I'll prove it to him. I've been doing this for so long.
Michael: Yeah, no, that's wonderful. Now, real quick. One of the last questions is this model.
Cause you mentioned where you were at in the location. Is it scalable for practices in different settings, like urban, rural, large or small, what adjustments would need to be made?
Ron: It's easier to do in the rural area because you're the only one there. And if you give better service than any dentist, within 30 miles, 40 miles around, holy cow, they immediately drop all the insurance.
They can't believe it. I can give you a bunch of names of a bunch of doctors that haven't to in urban areas where there's a lot of competition. New York City, Chicago, big cities that are wealthier. This is perfect because you don't need a lot of patients. There's patients that want good service in urban areas, period.
you don't need a lot of them because it's so condensed. It's not that difficult to find 400 patients. you gotta get a really good marketer, but you gotta learn how to answer the phone. the doctor has to present treatment and treat people well.
You have to learn those leadership skills and those presentation skills too.
Michael: Awesome, Ron. Thank you so much for this. I appreciate your time. And if anyone has further questions, you can definitely find them on the Dental Marketer Society Facebook group, or where can they reach out to you directly?
Ron: Okay.
DRS Coaching Systems, Facebook page. Just go there. You'll hear what a bunch of doctors are saying about the coaching. And go to make an appointment with me at pharmaden. net. That's P H A R M A D E N dot net. Yep, at my calendar. that's my nutraceutical company. we figured out at Loma Linda, we did a double blind test and figured out the periodontal disease.
If you give them a certain nutraceutical during treatment the outcomes are much better. The bleeding pocket depth was much better. We created that 20 years ago, used that on so many patients. go to there, go to the website, go to the calendar, make an appointment. I'll talk to anybody for free.
I'm not an expert, I'm just going to tell you what worked in our office. what worked really well and what we achieved, most dentists are trying to achieve. So I'm not saying I'm some guru, I'm just going to tell you what worked for me. and I'd be happy to show you exactly the same way.
I got no special skills. If I could do it, you guys could do it.
Michael: Nice. Awesome. So that information is going to be in the show notes below and Ron, thank you so much for being with me on this Monday morning episode.
Ron: Thank you very much for inviting me.
What do the ins and outs of an emergency care practice partnership look like? In this episode, we dive into the remarkable journey of Dr. Rasheeda Johnson, who shares her path from a passionate young dental enthusiast to the proud owner of Dentcare Now. Dr. Johnson reveals how her early experiences working in various practices laid the foundation for her career, eventually culminating in the creation of her innovative urgent care dental model. Open seven days a week, Dentcare Now stands out by offering emergency dental services even on most holidays, challenging the norms of traditional dental clinics. Through her story, Dr. Johnson illustrates the importance of having a strong vision, team alignment, and the courage to navigate the challenges of entrepreneurship.
Facing the unexpected twists brought by the COVID-19 pandemic, Dr. Johnson not only kept her practice afloat but successfully doubled its revenue by 2022 through strategic adaptations like adopting CareStack and enhancing patient accessibility with online tools. Her candid discussion on the importance of empathy and flexibility in staffing reveals key elements behind her practice's success. Dr. Johnson also offers practical advice for aspiring practice owners, emphasizing the critical nature of meticulous planning and communication, especially in business partnerships. Opting for new practice startups over acquisitions, she shares insights on establishing a distinct and effective operational model.
What You'll Learn in This Episode:* How Dr. Rasheeda Johnson built an innovative dental urgent care facility. * The critical steps in planning and launching a successful dental practice. * Importance of empathy, compassion, and flexibility in building a team. * Techniques for doubling revenue through efficient systems and technology. * Insights into the dynamics and benefits of business partnerships. * Dr. Johnson's approach to new practice startups versus acquisitions.
Tune in now to discover how Dr. Johnson revolutionized dental care with her unique business model!
Sponsors:CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: https://thedentalmarketer.lpages.co/carestack/
Guest: Dr. Rasheeda JohnsonPractice Name: Dentcare NowCheck out Rasheeda's Media:Website: https://www.dentcarenow.com/
Instagram: https://www.instagram.com/thetraveldentista/
LinkedIn: Rasheeda Johnson
Other Mentions and Links:
Businesses/Brands:
Henry Schein
Microsoft
Practice Management Software:
Eaglesoft
Open Dental
Dentrix Ascend
Planet DDS
Tools:
Google Ads
Insurance:
Delta Dental
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
How can a dedicated CEO day skyrocket your practice growth? In this episode, Dr. Rehan Shahid shares his wisdom on transitioning from merely being a dentist to embracing the role of a CEO. Discover how to "work less and earn more" by implementing efficient systems that streamline operations and enhance patient care. Dive into the nuances of building a robust practice, where patient feedback is the compass guiding success and training your staff is the keystone to maintaining excellence.
Dr. Rehan opens up about his personal journey, taking you through the trials and triumphs of managing a practice from the ground up. Explore his strategies for time management during the challenging startup phase and understand the critical importance of dedicating time to strategic business planning. Through practical tips and heartfelt stories, this episode sheds light on creating sustainable growth in your practice by sharpening operational efficiency and elevating the patient experience. Whether you're a new practice owner or a seasoned dentist, Dr. Rehan's insights are your roadmap to redefining dental success.
What You'll Learn in This Episode:* Key strategies for shifting from a clinical role to a CEO mindset. * How to work smarter with efficient systems for patient care. * The art of effective staff training to ensure consistent quality. * Importance of patient feedback in measuring practice success. * Time management techniques for startup practice owners. * Significance of scheduling CEO time for strategic planning. * Steps to enhance operational flow and patient experience.
Tune in now to discover how to elevate your practice's growth with Dr. Rehan's expert advice!
Sponsors:
Studio 8E8: Dentistry’s story-driven marketing agency. Traditional marketing repels. Story-first dental marketing attracts.
We bring your story to life in a way that captivates and connects: https://s8e8.com/affiliates/tdm?utm_source=tdm&utm_medium=affiliate&wc_clear=true
You can reach out to Dr. Rehan Shahid here:
Instagram: https://www.instagram.com/drrehanshahiddds/
Email: drrehanshahiddds@gmail.com
Mentions and Links:
Terms:
LMS - Learning Management System
People:
Dr. Scott Leune
Books:
Buy Back Your Time
Businesses:
Breakaway
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Rehan, talk to us. What's one piece of advice you can give us this Monday morning?
Rehan: Hey, Michael, the best piece of advice I would give would be work less to make more money.
Michael: Work less to make more money. Expand a little bit on that. What do you mean?
Rehan: Yeah. So it's kind of, ironic when you actually play less dentist and play more the owner or the CEO of your company, you'd actually end up making more money.
And a lot of people find that counterintuitive, but when you actually really dive deeper into that, it makes 100 percent sense.
Michael: So for example, when you're doing your startup, you're opening up things like that, you kind of have to be on the clinical side, don't you?
Rehan: Yeah. So you have to be on the clinical side, but in a startup example, someone has to be actually creating the systems that you do in your office.
Figuring out your marketing campaigns, figuring out, Hey, if I want to do this amazing new patient experience. What does that look like from someone walking into the door to leaving the door? And that's not going to be your team, really, that's coming up with all of that because it's a startup.
Like you have to, as an owner, create that. And so a lot of people make that mistake and they just jump right into dentistry. And that's good as a producer, but then you're not really playing the owner at that point. So you don't want to be your own associate. You want to be the CEO of your company.
Michael: So that just
Rehan: happens to do dentistry.
Michael: Yeah. I like that. So then I know many practice owners, struggle with, streamlining their operational flow. So for you right now, what specific systems or processes have you implemented that have made the biggest impact do you measure their success?
Rehan: there's a couple of ones that we've done, but one of the most important ones is what I call. Follow the patient. And that means from the moment the patient literally stops their car and walks in the building from that moment, all the way until they're leaving the door, really mapping that out.
So when they're walking in, What are they looking at? So, Aka, what's on the front door? What's your signage look like when they open the door? What are they walk into? Do they just walk into a huge smelly dental office or is it nice aroma, a refreshment center on the side, etc. So, Really mapping out every single moment from that patient walking in to walking out has been a game changer for us.
Michael: Okay. So follow the patient. Interesting. I like that a lot. And so then that operational flow that came from where, why did that come out to such specifics?
Rehan: I think a long time ago and you might've heard of Scott Luna before. I took a course a long time ago when he was previously feeling with breakaway.
He had a thing called the five senses, which was as a patient, what do you smell? What do you touch? What do you see? What do you feel? What do you hear? And all the five senses and just expanding that further. I took it on myself and just call it the follow the patient from walking into walking out.
And when you started doing that, you really get to put yourself in the patient's shoes. AndIt allows you to find all the areas of improvement that you're not probably doing, but also really to focus on areas. So when a patient comes in, as a patient, I want someone to greet me and even tell me where the bathroom is or offer me some water, little things like that.
Now that I'm mapping it out. Helps me provide the best experience, but then also allows me to create an operational flow for the team to be able to, do just that.
Michael: So you created that system. And then how do you measure its success? How do you know? It's like, Hey guys, we're doing it.
We're making it happen. And everything's going greater.
Rehan: So there's something called NPS. Something score. I forget the word off the top of my head, but just random audits and then getting feedback from patients. So occasionally we'll get patient feedback and say, Hey, actually describethe flow.
Hey, when you walked into walked out,what was the amazing things you saw? What was some areas of improvement? And then just asan owner. I like to just randomly walk in and not say anything, but every morning when I'm walking into the office, I'm pretending I'm a patient. So I get to kind of see that almost daily when I'm walking first thing in to see, their aroma?
Am I seeing that, when they're greeting the patients? It's just really auditing it every single day and then allowing the patients to audit it at a frequency that you're comfortable with.
Michael: Gotcha. Okay. That's interesting. So then when you're doing this training staff, and I know possibly the operational flow is like new patient calls, things like that.
Right. And we know that's crucial. But how did you go about creating an effective, training program for a lot of these things? Especially like new patient calls or, yeah. The things like that, what key metrics do you track for that?
Rehan: first is always just understanding the why behind it, meaning, hey, why do I even care about this?
For example, a new patient call, why do I even care about how it goes? If the team's in alignment with why it's so important, then you get to actually, when they understand the why, talk about now how do we actually make it better or even improve it? Things that we then track is one, how's the quality of the call?
So if you're using some sort of phone tracking vendoryou get to actually write that and you put a frequency on that where some former of leadership team or manager. Is listening to a call once a month, which is, you know, very, very easy to do, spot auditing calls where I have literally my family members call my office and just tell them, Hey, give me your feedback right after that.
And I'll record that, date and time or they'll record it and then I'll be able to listen or have a leadership team member listen and say, Hey, here's X, Y, Z that they didn't do. And believe it or not, you can actually tell if a person is smiling through the phone. Just by their tone of voice.
And so that's one of the things are great on is, Hey, is everyone smiling a few seconds right before they pick up the call? And then just, you know, there's certain parameters in the call that we look for. Like, Did you mention the patient's name? Which is the most beautiful word in the English language is what people say, patient's name.
Did you repeat that name multiple times throughout the conversation? Did you offer. A scheduling opportunity. And then did you follow the two concepts of yes. Meaning instead of saying, when would you like to come in? Did you give them a, Hey, we have Monday at two and a Tuesday at four, meaning either way, it's a yes.
So we're looking for certain key things that they're saying in that call, and if they're not allowing training opportunities to help get them there, members like that,
Michael: I like that, man, real quick, how long have you been
Rehan: I'm a COVID grad. It's a 2020. I have four offices and so I work clinically about half the week and then I focus on running the actual organization the other half the week.
Michael: Wow. So since 2020. you graduated and then you opened up four offices.
Rehan: Yeah, so 20, 20, I mean, a Covid grad, we got tipped off on our education, so I had to kind of learn a little bit on my own.
But I was the very big, from dental school I was gung-ho on hey, I want to learn as much as I can about business because my goal was to be my own boss and have an empire really. And so just been really. Spearheaded toward that. And blessed to be able to hit the goals that I want and just continue to keep that path growing.
Michael: Interesting, man. Okay. So then I have a question, like when you were doing these, I guess the operational flows and the systems, do you, cause I feel like a lot of the times, Rehan, we focus on.
got to get new patients. I got to get patients just in general. Right. I opened up, it's just my family. I'm seeing right now. I got to get more. So we focus on like filling that up and then sometimes we create systems based on mistakes, right? That are we're seeing are based on flow. Is that what happened with you or no you, you created this infrastructure.
First,
Rehan: you have to really focus both at the same time, a lot of people will focus so much on that new patient acquisition, throw a bunch of dollars in marketing, et cetera. But then their phone call system sucks. So they're getting all this influx of calls, which they're not even tracking.
And they're wondering, you know, why am I not getting patients? I'm spending crazy amount of dollars on marketing, but they never realized, Hey, maybe it's not the marketing dollars. It's the training that's lacking or the system flow that's not there. we kind of talk at the same time where, Hey, I'm going to pay a marketing company to do the marketing.
but I'm also going to focus on my time on leading the company. And so when you tackle it from both ends you're tackling all the variables that are involved. that's super important. You can't just put all your marbles in one bag, so to speak.
Michael: Okay. Gotcha. So you're kind of doing both at the same time.
Now, how do you balance your time between producing as a dentist and playing the CEO role?
Rehan: Yeah. So I think as a startup, you have the privilege of time. versus, you know, when you buy an office, let's say, or have already producing office, you don't have that as privilege because the startup, you have the time because you're not as busy, like you said, if you're just seeing predominantly family members or, one or two patients a day, utilize that time like crazy to create those systems, because that is the time to do it When you have that luxury of time after you've, you get busier now, you have to buy time. I'm a big fan of Dan Martell wrote the book, buy back your time. And what I do now is the reason I have an admin day is I purposely created time where I have to have time to actually focus on the company. So for people that struggle with that, you know, taking half a day, like an afternoon to where you're still produced a morning.
And then the rest of the afternoon, you're not saying.Doctor patients. Maybe hygiene can still go without exams. So your flow is still going over the office, but now you're focused on What actually needs to happen doing half a day, once a week is not a hard thing to do, especially if you recognize the need for it.
you have to be able to give the company time to be able to work on the company instead of in the company. That's a big mindset shift.
Michael: Yeah. have you ever seen it where it was like, Hey man, I'm the only doctor and I just have one assistant, one office.
Rehan: Right.At the end of the day is where I can likeeither have time for myself to focus on, But then you also have your family you have to think about and then you know all these other thingswhat advice would you have for a doctor like that where it's likehey money to friday And then I have to work my associate too because i'm not making enough yet So I think you just described the average dentist,
Michael: right?
Rehan: And that's the reason the average dentist, if you really survey people, they're really are unhappy because they're working on Monday through Friday. moonlighting at an associate on a Saturday. They're coming home now and actually working on their business and now they've taken away time from family, loved ones, friends, and that's where they become unhappy and experience burnout.
So my big thing is. I don't think it's hard to get half a day. If you can't get half a day, then getting two to three hours during a workday, I'm a strong believer of don't bring work home because it never works out for the better for anyone. When you bring work home, you're already drained from the day.
Your significant other is upset with you, et cetera. But if you choose like, Hey, if you work till five, three to five is my CEO time. Now you actually have two dedicated hours when you're still mentally in work mode. You're in scrubs or whatever you're in work mode. You're not chilling at home on a couch.
Like you're actually still in work mode and you're able to dedicate to creating something for your company. So I always tell people, you know, start with something two hours a week. That's enough for that point until you get to the next level, which is half a day, and then finally the full day. every single owner that I know, they all have some form of admin time to work on the company instead of in the company.
And it is a mindset shift. you have to value your time more than, money because you see the bigger picture at the end of it.
Michael: So what specific tasks do you focus on during your dedicated CEO time? And how have you seen it drive your practice growth?
Rehan: So for example, today during my CEO day I'm focusing on the operational component where, we're revamping all of our, operational flow. So that's the job descriptions. That's every system for every position, every system for every role, every system for. Every task that a team member has to do.
So I'm revamping it creating it into video formats. So when new people come onto the company, it's not dependent on me running the show anymore. It's now they get to watch a video, get a handout and essentially creating this LMS, the learning management system. So people can actually be set up for success from day one.
A lot of dentists rely on the manager that'll train them or they'll train them themselves and. It's kind of so dependent on a person rather than the system. And when the person quits you're stuck right there. You have to now go and train and you're, you get more burnt out from that.
I'd rather create something, spend some time and then let the system do the teaching with a mentorship position created as well to help guide that teaching.
Michael: Interesting. So right now you're creating that, right? Systems in your practice, because you have four.
Yes.
Rehan: So we have the systems already. What I'm doing is revamping them. So every once in a while we hit a level of growth where we have to go and revamp something. Previously, for example, we had systems on paper. I'm adding the video component to it. So just to give it a little bit more of a, more detail, more, takeaways, more tips, et cetera.
Michael: Can you give me like clear signs when you hit a new level of growth?
Rehan: For us it was when we hit four offices we had to hire Levels of leadership. For example, we have an operations manager. Now, some people would have a regional manager at that point. Now the regional manager or this person operations manager, they have to have certain things that they look for.
And so I have to create certain things now for that whole position. You start creating an HR position now at that point. So you have to create new job descriptions that you didn't really have those issues at one office. So you may not need an HR person because the manager is the HR person in one office or the doctor is.
Now when you grow, you start having to develop different positions because you're tackling that level of growth.
Michael: Interesting. Interesting. Rehan, man, thank you so much. This has been awesome, and I appreciate your time, and if anyone has further questions, you can definitely find them on the Dental Marketer Society Facebook group, or where can they reach out to you directly?
Rehan: They can always find me on Instagram, Dr. Rehan Shaheed, or my email which is drrehanshaheeddds at gmail. com, or just tag me in the Facebook group. I'm a part of your group, Michael. I think it's an awesome group where a lot of people get to learn a lot of different things and feedback.
Michael: Nice.
Awesome. I appreciate that. And that's all going to be in the show notes below. And Rehan, thank you so much for being with me on this Monday morning episode.
Rehan: Yeah. Thank you for having me.
Dive into the world of dental entrepreneurship with Dr. Eric J. Roman as he candidly shares the triumphs and trials of steering a $13 million dental group. In this episode, Dr. Roman reflects on his dynamic journey from being a chairside dentist to a strategic CEO. He recounts how regulatory challenges led to the company's dramatic collapse, shedding light on the crucial lessons learned. As he navigated these changes, Dr. Roman emphasizes the power of hiring and nurturing talented dentists for multi-location success and reveals the intense personal costs, including strains on his family life and mental health. His story is one of resilience and reevaluation, as he ultimately pivoted from business ownership to coaching, focusing on blending professional ambitions with personal fulfillment.
You will gain practical wisdom on leadership and operational excellence within the dental field, as Dr. Roman shares actionable strategies derived from his experiences. He stresses the critical role of consistent communication and meaningful interactions in fostering a motivated workforce, encouraging practices such as weekly check-ins and quarterly reviews. Further, he delves into common operational hiccups like patient flow and billing automation, offering concrete advice for improvement. Ultimately, Dr. Roman advocates for creating a supportive workplace culture that champions holistic employee well-being, making this episode a treasure trove of insights for dentists and entrepreneurs alike.
What You'll Learn in This Episode:* How to transition from hands-on dentistry to effective business leadership. * Strategies for identifying and nurturing high-quality dentists for practice expansion. * The impact of business demands on personal life and finding a work-life balance. * Importance of regular communication and check-ins with team members. * Building a workplace culture that supports employee growth and wellbeing. * Tackling common operational challenges in dental practices. * The role of automation in streamlining billing processes.
Tune in to uncover invaluable lessons on merging personal growth with professional accomplishments in the dental industry!
Sponsors:
Gusto: Dentist payroll for the modern practice. Gusto’s cloud-based software provides all the payroll and HR tools you need to run your dental practice efficiently. Having it all on one platform keeps our prices low, and makes your job so much easier. Enjoy best-in-class support, benefits like health coverage for your team, and more. Visit or copy and paste the link here for a special offer! https://gusto.com/tdm
Guest: Dr. Eric J. RomanBusiness Name: 1LifeSystemCheck out Eric's Media:Personal Website: https://drericjroman.com/
Business Website: https://1lifesystem.com/
Other Mentions and Links:
Terms:
NPS (Net Promoter Score)
KPIs (Key Performance Indicators)
Groups/Communities:
DEO (Dental Entrepreneur Organization)
People:
Jacob Puhl
Jeff Bezos
Josie Sewell
Brands/Places:
GAP
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Does the DIY approach lead to success in the dental startup world? This Monday Morning Episode launches into the realities of starting a dental practice with insights from Stephen Trutter, president of Ideal Practices. Throughout the conversation, Stephen dispels common myths surrounding DIY methodologies and unveils critical insights into building a successful practice from the ground up. He emphasizes the indispensable role of demographics, advising against relying solely on generic ratios when choosing a location. Instead, understanding competition, patient trends, and the unique characteristics of a community can create a foundation for lasting success.
Real estate considerations and marketing strategies also take center stage in today's episode. Stephen cautions against the temptation of skimping on real estate investments and stresses the role of thorough representation in negotiations. Moreover, he discusses how DIY marketing efforts often fall short, advocating for a balanced strategy that incorporates professional guidance to maximize long-term ROI. As the episode wraps up, Stephen invites listeners to deepen their knowledge with additional resources like his two-day "Startup Practice Blueprint" course and his insightful book, "The Startup Dentist."
What You'll Learn in This Episode:* Why understanding demographics goes beyond simple ratios when choosing a location. * The essential role of proper real estate representation for long-term success. * Why DIY marketing may not suffice and how to execute a robust strategy. * How Stephen's strategies balance short-term savings with long-term ROI. * Resources to advance your journey with specialized industry education.
Tune in now to discover if the DIY approach is right for your practice!
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
You can reach out to Stephen Trutter here:Website: https://idealpractices.com/
Startup Practice Blueprint Course: http://www.startuppracticeblueprint.com/
Stephen's Book - The Startup Dentist: http://www.thestartupdentistbook.com/
Mentions and Links:
Groups/Communities:
Dental Society
People:
LeBron James
Michael Jordan
Elon Musk
Publications:
Oxford Dictionary
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Steven. So talk to us. What's one piece of advice you can give us this Monday morning.
Stephen: The one piece of advice I give you, Michael, is DIY practices are cheaper. There you go. DIY do it yourself. It's going to be cheaper.
And I know that feels awkward because. Wait a minute. Like, I am the owner of ideal practices. And if most people don't know who we are, like we are one of the largest, if not the largest startup dental consulting in the country. What I'm saying is you don't need me. You don't need anybody.
You can do a DIY practice. It can be cheaper. Now I did look this up this morning. You and I were laughing a few minutes ago in the Oxford dictionary the Google Oxford dictionary, whatever there is one cheaper means inexpensive because of inferior quality. So can you build a cheaper practice on your own?
Sure. I think the challenge is that's kind of the undercurrent that's, existing today. So can you do it yourself? Absolutely. Can it be cheaper? Depends on if that's what your goal is and depends on if that's who you want to be in the community or are used to be known as that cheap dentist on the corner.
most people when they ask ideal practices, there's like 3 things that are on most associates mind. There's these 3 areas of. Their startup that they're most concerned about and it's demographics. It's real estate and marketing. These are three hot buttons
Here's what you need. You need space money and chairs. There is a practice you can start a practice tomorrow with space money and chairs, but there's a lot more layers that are there when I talk about these three layers of demographics real estate marketing These are probably the three biggest Components or probably the mosthot buttons that mostassociates think about now funny story.
I was just in one of the facebook's groups And doctor was asking about some questions about buying a practice he said, Hey, this thing is going to fall through. What do you think? And this and I responded and I gota DM from I'll call him Dr Jake Dr Jake said, Hey, that deal is going to fall through.
I was looking to do a startup. Can you help me? I contacted this company that does demographics and they said, basically, just best ratios are the best thing to go for. But that's what everybody says. Everyone thinks that demographics is about finding the best ratios. thing is, you could get a demographics report, find great ratios, and the best ratios are going to be somewhere maybe you don't want to be.
They could be rural areas. a lot of people say, go for, if you're a general dentist, a 3, 001 ratio. So that means 3, 000 patients for every one provider. of the almost 1, 000 startup practices I've been a part of, maybe less than half have attained that great industry standard, yet we have highly successful practices, million dollar practices in 12 months.
So you got to look beyond the ratios when it comes to the demographics. You got to look at things like, who is that competition? Is that my competition? How many other startups are in that marketplace? What are the travel patterns within the area? Here's a big one. Are my patients actually there? If you just chase a ratio, folks, because somebody on some forum said, chase ratios, then you're going to find yourself in an area that you don't love.
And I've seen a couple of posts even recently this week where doctor said I'm here. I'm making great money It's an underserved area, but my marriage is taking a toll My marriage is suffering because my wife doesn't want to be here. My kids don't want to be here. So If you just want to open your doors and find some high ratios, you can go do that, but it may not be the best area for you, for your vision, or not even have the patience there that you want to serve.
Michael: So that's number one. Demographics is the big part. And I've seen that so many times where they're like, hey, the demographics don't make sense. But this is, I love this town. Like I, this is where I grew up. This is what I want to do. Yeah. So they go against the forum, say, right. so there's a lot more to it.
Stephen: Yeah. And sometimes the advice is I see people out there say go rural. Not everybody wants to be in the middle of. Central Illinois, by the way, that's where I grew up. Like it's great. That's home. I'm surrounded by windmills and, cornfields and bean fields.
Is it underserved? Yes. But if that's not where you want to be and that's not where you want to grow up, or maybe that's even not the patient base you want to go for, then don't do that. So be aware when people say go find high ratios. It may not be the best place for you or don't skip over demographics.
A lot of DIY doctors, what they do, they chase the second big thing. They chase real estate So the second big topic is real estate. Most people skip demographics because they think it's expensive. Cheaper save money. Don't. Hold demographics, just go chase real estate. All right, real estate, big signs and visibility.
What most people say is, you'll be successful if you find the space with big signs and visibility. But, you could overpay for that real estate. Sometimes a DIY means, I'm gonna go negotiate it myself.
Unless you have transacted hundreds of commercial real estate associate dentist, don't do it because you may think you're going to get cheaper because someone told you somewhere That the landlord won't have to pay for the commission for your agent if you negotiated it yourself.
No, what the landlord did was take that money that they were going to pay somebody that's going to represent you and slide it back in their pocket. Because they're going to save that money themselves as opposed to saving an agent. don't chase the big signs when it comes to real estate. The other big thing on real estate is Ownership so many people i've had clients that have been at dental society meetings one of our clients up in connecticut He said want to own and I said, okay cool.
You want to own real estate? Yeah. Yeah. Yeah. I just want to own. Well, why well, I was at a meeting and this doctor told me I should own Said, oh, okay. Why? She said, I owned my real estate and I bought it 12 years ago.
What happened 12 years ago is irrelevant to that doctor today and what this doctor's looking for.
So I think real estate. you're chasing the big signs of visibility, you may actually, instead of being less expensive, you may end up saying, Oh, I'm not properly represented. maybe I don't have an attorney. Okay. You can save money. Maybe negotiate with an agent, but agents are paid to transact.
And the other part about this is at the end of your lease, let's say you end up leasing space. What most people don't understand is If you skimp on things like legal representation or you hire an attorney that says charge a flat fee for a lease negotiations, that attorney is built in only a certain amount of hours to negotiate that.
Once they hit that mark, they're going to say, good, here's your lease. It's good enough. Good enough may be a really big death sentence for your practice 10 or 15 or 20 years from today. Because one of the biggest sticking points that I see with acquisitions is this. Everybody agrees to the deal. one doctor is going to buy another doctor's practice But there's a lease problem.
The lease is not transferable. The landlord won't transfer the lease. So folks, DIY your practice. Find out what happens 10 or 15 years from today. What you save today, you may lose hundreds of thousands of dollars tomorrow. Or maybe you've got to pay a huge buyout to a landlord or proceeds of the sale of your practice because you thought, if I did it myself, I will save money today.
You save money tomorrow. You lose. Hundreds of thousands of dollars when it comes to real estate. So be aware, make sure you're properly represented when it comes to your real estate.
Michael: man. Okay. So then the first one would be demographics, right?
Stephen: Demographics. Don't chase ratios,Don't just look at the number and say, yep, that looks good.
Michael: Gotcha. Okay. And then second is real estate.
Stephen: Real estate don't chase big signs and visibility and make sure that you are properly represented. Do not do it yourself. So actually I'm saying, sure, it's cheaper to do yourself, not pay an attorney, maybe an agent does it, but the agent, whether it's representing you or not, they are paid commission based upon how high the rent is in the total economics.
Michael: And then what's the third, would there be a third?
Stephen: There is a third marketing without marketing, Michael, we don't have patients. And here's the thing I see all the time. seen this and I cringe. They go online, they go into one of the groups and I'm not talking about groups as a bad thing.
I think doctors go for free advice. They go into a group they type in this question. Hey everybody, this is a question I've seen before. I'm opening my doors in a month or two. who's everybody using for marketing or what's everybody doing for marketing? Marketing is not just about an agency.
Michael, you, of all people know, ground marketing is so key to a successful startup. But what I also hear is, ooh, marketing's expensive. Okay, maybe you can bootstrap it. Maybe you can figure out a way to build your own website, do your own Google ads. Now, when do you have time to then actually go out and get More patients.
How do you train your team? How do you go out in your community? Marketing is not about Trying to save money because you have two choices when it comes to marketing either spin less or earn less make a choice
you need to understand your marketplace when it comes to marketing diy approach to marketing isn't just hiring an agency simply and saying I hired an agency Now i'm going to sit back and wait for all these patients to come through And then a couple months later, you're going to say, I'm looking for a new agency.
This one stinks. No, the agencies don't stink. You stink. You stink at ground marketing. if you're not in your community and if you're not in your community with a bigger purpose to make connections with other business owners, to make connections with the community, you're missing out on a huge opportunity to drive more patients into your practice.
So what you'll end up is the typical startup, typical practice in America gets in a roughly 25 ish new patients per month, 20 to 30. That is the average dental practice in America. You could be that average one. You could DIY and to say, I hired an agency, check the box and say, I have marketing or I built my own website or found it on online source.
They could build a website for 500. Cool. You have a 500 website. That isn't responsive, doesn't drive patients there, has no information, doesn't tell your story, doesn't connect to your community, but you opened your doors. Congrats.
Michael: Interesting. So, Stephen, do you feel like sometimes we're just trying to run a race to open the doors?
we're not really taking the time to meditate to okay. Marketing. If I really did it all on my own, probably gonna not be the best where's my mind gonna go with real estate? Where's my mind gonna go with? We're only one person. Can't do it. That's right.
Oh, on your own. So do you see, the mindset fall here?
Stephen: I think the mindset falls in if IDIY, this practice. I'll probably save because I want to pay for all these other services or I'll find free advice online But where's that free advice rooted in? Is it rooted in your vision? Is it rooted in hundreds of examples or hundreds of experiences with startups or is it rooted in one person's one time experience?
Like my client in connecticut 12 years ago. So a dentist bought a building 12 years ago. That is not applicable to today's advice And I think there's a rite of passage or a bragging opportunity that I see sometimes it's like maybe there's that one doctor who says, I built my first startup for 100, 000.
Michael: Yeah.
Stephen: That is not reality. know nothing about the story of like, okay, was the space already built out? Was there chairs in there? Was it technically a shell practice? There's so many things that I think people chase like cheaper will get me open and beLess risky. . Mm-Hmm. . What if you skimped on your budget in the wrong areas?
What if you didn't prioritize marketing? What if you ended up with the wrong space on the wrong side of town? What if you chased the wrong demographics because you found a ratio? There is the race to DIY, but there's also a little bit of a blind spot for some associates where it's like if I trudge through over a couple of years, I'm going to feel better about myself. No, you could have just had a fast track. There's a lot of great people that are out there that are skilled at guiding startups. They're skilled at what they do. while it may have a greater investment, what is the return that you get?
there is the race of the DIY of getting open faster, but there's also the blind spot that most people think is like, if I do it myself, I will have a greater sense of pride. I pick on people like LeBron James, Michael Jordan, and lots of other people in the world.
Elon Musk, you think about they all have coaches, they all have advisors. Why? Because they want somebody that's smarter than them that can say I've done this hundreds of times. Dentists, you're trained by dentists at dental school that have done, what, hundreds of crowns? So think about your first crown. If they've done one crown, they don't have experience.
If they've done it hundreds of times or someone's mentoring them, then they're going to have a faster path and an easier path. So ask yourself where this advice is coming from. Is it rooted in hundreds of experiences that applicable to me, is it just, fished for information.
Michael: If, If Steven, one of the last questions here real quick, it just might be going a little over time, but I just want to know, for owners who are concerned about upfront savings versus long term ROI How can they balance both without cutting corners?
I think there might be some areas when it comes to maybe equipment, maybe there's some elements there. If you find some used options that are out there when it comes to equipment, you can find a balance of some savings on some hard things.
Stephen: But for example, when we look at demographics, I have analysts that look at hundreds of demographics studies For a year, we look at hundreds of real estate transactions. pulling upon those experiences. Demographics. If you have never looked at a demographic study, you may just be looking at numbers going.
I don't know what these numbers mean, but I think they're good. think by skimping on that, you're missing out on a big piece. So could you save some money on maybe some equipment elements? Yeah, I think so. But at what cost, what other things are losing on a long term basis?
Michael: is
Stephen: a marathon.
Michael: Yeah. I like that. I like that analogy. It's not like a super sprint, right? It's just, it's a long marathon, but awesome, Stephen, I appreciate your time. And if anyone has further questions, you can definitely find them on the dental marketer society, Facebook group, or where can they reach out to you directly?
Stephen: I say this, if you wanna learn more about a startup, I got a couple spots for you. You can either attend one of our courses is atwo day course called Startup Practice Blueprint. You can go to startup practice blueprint.com to register. Do it twice a year with 30 Associates immersive.
We're gonna feed you with a fire hose, or you can check up my book, the Startup Dentist,at the startup dentist book.com. Pick up a free copy today.
Michael: Nice. That's all gonna be in the show notes below, so definitely check it out. And Steven, thank you for being with me on this Monday morning episode.
Stephen: Thanks, Michael.
Imagine a dental practice where technology seamlessly enhances patient care and optimizes administrative processes. In this enlightening episode, Dr. Kathryn Alderman shares her hands-on experience with integrating artificial intelligence (AI) into her practice. From clinical applications and administrative tasks to strategic business development, AI is reshaping how dentists manage their day-to-day operations. Dr. Alderman discusses how AI stands as a powerful ally for dental teams, confronting common industry challenges such as labor shortages and communication barriers, and offering innovative solutions through tools developed alongside MIT’s AI programs.
Dr. Alderman provides practical insights into AI's role in modern dentistry, emphasizing the technology's potential to streamline repetitive tasks like patient communication and diagnostics. You will hear firsthand about the transformative impact of AI on tasks like x-ray diagnostics, ensuring greater accuracy and consistency. However, the path to embracing AI is not without hurdles. Dr. Alderman openly talks about overcoming resistance from staff wary of job displacement, sharing strategies for easing transitions by starting with manageable pilot projects. The episode wraps up with Dr. Alderman's advice for any dental practice keen on staying competitive: the future belongs to those who courageously integrate AI into their everyday workings.
What You'll Learn in This Episode:* The transformative role of AI in dental practice management. * How AI enhances efficiency in patient communication and diagnostics. * Strategies for overcoming staff resistance to AI adoption. * Examples of AI tools like ChatGPT in administrative tasks. * Insights into leveraging AI for superior patient engagement.
Tune in to discover how AI can revolutionize your practice and set you ahead for the future!
Guest: Dr. Kathryn AldermanBusiness Name: Intelligent Care AllianceCheck out Kathryn's Media:Website: https://intelligentcarealliance.com/
Email: intelligentcarealliance@gmail.com
LinkedIn: https://www.linkedin.com/in/drkathrynalderman/
Instagram: https://www.instagram.com/drkathrynalderman/
Facebook: https://www.facebook.com/IntelligentAllianceGlobal
Other Mentions and Links:
Kathryn's Podcast Episodes:
MMM [STARTUPS] SOME OF THE BEST WAYS TO HAVE A SCHEDULE FULL OF NEW PATIENTS BEFORE OPENING YOUR DOORS – THE DENTAL MARKETER PODCAST
371: DR. KATHRYN ALDERMAN | NEBRASKA FAMILY DENTISTRY – THE DENTAL MARKETER PODCAST
MMM [GOOGLE ADS] EFFECTIVELY COMMUNICATING YOUR VALUE PROPOSITION TO CONVERT NEW PATIENTS – THE DENTAL MARKETER PODCAST
MMM [CHATGPT] HARNESSING THE POWER OF AI IN YOUR DAILY TASKS FOR A MAXIMUM EFFICIENCY PRACTICE – THE DENTAL MARKETER PODCAST
WHAT ARE THE BEST WAYS TO HAVE A SCHEDULE FULL OF NEW PATIENTS FOR MY NEW START-UP?
AI Tools:
Pearl
Overjet
ChatGPT
Claude
Gemini
Meta AI
Software/Tools:
Excel
Google Business
QuickBooks
Products:
Invisalign
Education:
MIT
Dental Insurance:
Aetna
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Imagine enjoying the freedom to focus on visionary leadership while your business runs like a well-oiled machine. This Monday Morning Episode dives deep into the art of systemization in business operations, partnering with systems expert David Jenyns to reveal transformative strategies that liberate business owners and team members from monotonous daily tasks. Discover insights behind legendary organizations like McDonald's and Netflix, as David sheds light on the benefits of implementing documented processes. This episode not only highlights how these processes lead to career growth, job security, and streamlined workflows but also tackles the common hurdle of team resistance, providing actionable advice on engaging early adopters and ensuring positive introductions to new systems.
David emphasizes the importance of clear communication and tailored processes that strike the ideal balance between systemization and empowerment. He discusses how business owners can remove non-compliance excuses, set clear expectations, and build a team of systems-driven individuals, paving the way for sustainable success. Tune in to learn how to transform your business into a systemized powerhouse, where creativity and structure coexist seamlessly, all thanks to tried-and-true methodologies.
What You'll Learn in This Episode:* Benefits of documented processes for career growth. * Strategies for overcoming team resistance to new systems. * How clear communication and setting expectations lead to smoother workflows. * Techniques to remove excuses for non-compliance. * The impact of surrounding yourself with systems-driven individuals. * How renowned companies like McDonald's and Netflix utilize effective systemization.
Tune in now to transform your business with expert strategies for systemization!
You can reach out to David Jenyns here:
Website: https://www.systemology.com/
Mentions and Links:
Accounting Software:
MYOB
Brands:
McDonald's
Netflix
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Dave, so talk to us. What's one piece of advice you can give us this Monday morning?
David: When it comes to stepping out of the day to day operations as a business owner, you've got to capture your systems and your processes. And most importantly, you've got to get your team on board. And I feel like that's probably the biggest challenge for a lot of business owners.
They try to systemize, they try it for a little bit, maybe one team member follows, maybe most of them don't, and then before they know it, everybody's forgotten about it, and it's just back to the way that things have always been. And it really, this one piece of advice I've got centers around how do you get your team on board?
How do you get your team to follow process? And even. resistant team members. How do you get them to go, Oh, this is how we do things here. And key here is the way in which it's introduced to your team. A lot of business owners, when they go, Oh, we're going to start documenting our process. And we're going to have a particular way of doing things.
The team member in their brain, they start to think, Should I be worried about my job? Is he trying to document what I'm doing so that he can replace me? Is he going to take my job offshore? I kind of like having this little black box where no one really knows what I'm doing because. It creates some level of job security for me.
I don't want to capture my process and have that available and accessible for everybody else. So that's some of the things that go on in their head and that's what can make them resistant and then fall back to the ways that they may have done things in the past or not even want to share what it is that they're doing.
So the bit of advice and the secret here is to really think about How it's going to benefit the team member. rather than just introducing it where the team thinks, Oh, the business owner is doing this to replace me, or maybe they want to go on a holiday. And, don't want to support that.
Show them how, hang on, if you document your process or capture the way that you're doing things, this can help you move up in our organization because, by documenting process, we could delegate down to some newer team members. And that doesn't make you less valuable. It makes you more valuable because now you can work on higher value tasks.
You can start to work your way up and work on these higher value activities. That's might appeal to some people. For other people, you might need to say, Hey, when you go on holiday and you tell me you want two weeks off and I say fine, but then I call you up every second day to go, Oh, where's that client's file up to?
Oh, is that job up to? Do you remember where we saved that thing? And I'm on the phone calling you every second to try and find out what's going on. By documenting our process, it means that other people can step in and do some of those tasks, and the team can keep things moving while you're on leave, so when you come back, those things are done, and you can have a proper, restful holiday.
So that might appeal to someone else, or, maybe it's, hey, there are going to be times when you're going to need time off for family. So, having process and the enable systems just means that people can step in and keep things moving. And that makes your job more secure and this business more secure.
So again, a lot of it has to do with how you frame it and how you let them know this is going to benefit their situation. That'll dramatically increase the adoption of a systems culture.
Michael: Gotcha. Okay. So then, David, can you share specific communication strategies you've used to address this type of resistance?
How do you ensure the message is understood and embraced by team members?
David: Well, The first thing to do and it's a little bit counterintuitive, is you actually don't think about who's going to resist it up front. Think about who's going to support this initiative. So when you first introduce the topic and you say, Hey, we're going to look to build a systems culture and want to capture some different processes.
Hey, I've got, this book or this podcast that I want to share with you, just that talks a little bit about what we're doing and then see who resonates with it, who listens to it, who gets it and say, Hey I'm looking for some people who want to help me drive this forward. Who sticks their hand up.
And then start off by leaning into them. So that's kind of step number one. You start to empower them, you get the first set of systems down and then you start to celebrate system wins. when a team member does something, you go, Hey, we just documented this new process. Jenny did an awesome job over here.
Hey, Sarah, we normally have this frustration when someone goes on leave, but Sarah documented this process. And then we had John step in and do the task. Hey, Sarah, you're awesome. And you shine a spotlight on that. Maybe you give out a monthly most valued player award to the person who really embraces this idea.
that's the best place to start because then you start to go, Hey, we're going to celebrate and showcase, and this is what we want more of. So that's the first step. And then you start to watch out for the. resistant team members. Now, the best thing that you can do for them is firstly lead by example, and then by shining a light on the people that are, doing it.
And then you want to give those team members every opportunity to jump on board because new things you have to figure it out. And some people are going to embrace change more than others. And you try and support them. And then you need to really think about every team member and their situation.
And the real key is a lot of times team members, their default excuses. Yeah, but I didn't know how, or I didn't know that was expected of me. So one of the first things that you need to do is. To remove that. So by capturing a system and a process, you're then saying, Hey, well, we have a way of doing things.
You want to make sure that's never more than one click away from when they actually are doing the task. So if it's, setting up something in the dental practice, we'll have a QR code that they scan on their phone. Maybe it's on the printer or something, and it jumps to the. System or the process after scanning that QR code, or maybe it's setting up the dental practice in the morning and here's the 10 point checklist that needs to be done.
It's got to be so obvious. So front and center. So you can remove that. And then the conversation can start to change. Okay, you did know we've got a process. It's listed out here. My expectation is that you follow the process. I don't care if you've got it open or not, if you're doing it right, but since you don't yet know the process, you've got to have it open, but once you get it right, then fine.
You don't have to have it open every single time, but at the start, this is my expectation. And that's kind of just the start of how you address it. You've got to remove excuses.
Michael: so then what consequences do you implement for team members who continually resist systems? Even though you've, done these systems, you've,Remove the excuses or try to, have you found incentives to be effective in encouraging this type of adherence?
David: you can, like I said, have something like the MVP where you might reward the system wins and shine a spotlight. You can even link it towards KPIs either the generation or the following of process.
can do a few things like that. I think the reality is. A lot of business owners don't realize up front how important it is to have someone who follows process. And it's not something that they've, incorporated into their recruitment process. Once you get this moving forward, it actually gets a lot easier.
Because you look for people who will adopt this way of doing things right from the get go. The challenge is always the existing staff who are used to doing things a certain way, who there may actually be some people in there who aren't processed people. you'll need to navigate through that.
Am I saying that you might need to jump in and do a whole bunch of, layoffs? that's definitely the last resort. And I know in certain different industries, finding labors can be challenging, but the reality is a business is infinitely easier when you surround yourself as a business owner with systems driven people.
And that goes double if the business owner, or maybe the. dental practitioner owner isn't a systems person. If you don't see yourself as a systems person, then you better make sure that you're surrounded by systems driven people. Because again, business just works better that way.
So do have to navigate through it. I've not seen, incentives. work amazingly well, generally you want people to do it, who do this naturally and then naturally organized people and you giving everybody the chance to jump on board and then addressing the ones that don't, oftentimes you're the employer, like the person listening to this, you're paying, they're there to do a job and it's okay for you to have, A set of expectations around the way that you want things done.
That's your right as a business owner. But just persist with it. Cause it's, challenging at the start, but you get over this hump and then business just gets so much easier.
Michael: Yeah, I like that. Okay. So then you mentioned KPIs to like, do you track and measure whether team members are following the systems specifically as a leader?
Like what role do you personally play in and ensuring systems are followed?
David: there's a couple of different ways that you can do it depending on the task, depending on who it is. If you've got some sort of project management software in how tasks are signed out, you can look at how they complete the tasks many times they're checking certain things off.
You can have a look at error rate depending on if certain tasks causing you some challenges because people aren't following process and it's causing errors. So you can track that error rate and you're looking for reduction in that by following the process. it comes down to this whole idea that, to improve something, you have to track it.
So you just have to think about what is it that you want to improve? If you want to improve the fact that they're. Opening the process or successfully completing it. Maybe there's some final step that they have to complete, which confirms that they have reviewed and followed the checklist.
And then you're monitoring how often they're doing that, or are they doing that? depend on the situation and the task.
Michael: Gotcha, gotcha. I like that. that in mind, like at the end of the day, make sure you're,you let me know, or you send me an email or you do this checklist.
And then office manager at the end of the week, we'll look at how many people did this. How do you balance being hands on with empowering your team to take ownership of these systems versus it's seeming like, man, he's just micromanaging everything.
David: Yes. Yeah. The main thing there is depending on what the work is, you've got to Systemize all of the things that need to happen in business.
There are certain things that kind of just need to happen a certain way. patients will need to be checked in a certain way or they have to fill out certain forms, maybe The practice or the studio needs to be set up a particular way, try and systemize all of the mundane pieces or parts of business that just need to be done a certain way.
And sometimes leaving out the creative part or doing those types of systems a little bit more high level, You, you've got to think about who's doing the task and documenting to the level that's required for that person. If they're a skilled operator, you don't need to tell them well, here's exactly how you log into MYOB.
Here's the exact buttons that you need to check. it can feel, like you're micromanaging at that level. It's art and science, to try and find the right balance for this. look at something like McDonald's, And McDonald's has systemized every possible aspect down to the minute detail, but they're also running a hamburger business that is taking very unskilled operators, flipping hamburgers.
So they've got to go down to that level and it can really feel. Like micromanagement, whereas a lot of people are going to be running, a successful business with high quality team members, and you've mightnot need to get down to that level. A quote that Reed Hastings said from Netflix and he said, when we started systemizing, we wanted to systemize every possible aspect of the business. We wanted to make sure our business was dummy proof. The only thing was once we got it to that level, only dummies wanted to work there. Because they'd gone too far on the systemization spectrum.
So again, lot of this has be with, thinking about the situation, the individuals and what they need to do a great job. If it feels like micromanagement chunk up a level, have a higher quality or higher level checklist that has, key milestone levels instead of these super micro details.
Michael: Nice. Awesome, David. I appreciate your time. And if anyone has further questions, you can definitely find them on the Dental Marketer Society Facebook group or where can they reach out to you directly?
David: Yeah, best to just go to systemology. com and there's some links through to, all of the ways to contact us or follow us on social media.
Michael: Awesome. So that's going to be in the show notes below. And David, thank you so much for being with me on this Monday morning episode.
David: Pleasure. Thank you.
Have you ever considered how a single moment of clarity can transform your entire entrepreneurial journey? In this revealing episode, we have Vivek Kinra back on the show to delve into the highs and lows of his unique entrepreneurial path. Vivek opens up about the conception and growth of PPO Profits, detailing his approach to revolutionize practice profitability and navigate through contract restructuring. A true turning point came with the mounting stress from his multiple roles, culminating in a profound mental breakdown in March 2023, which forced him to re-evaluate his priorities. By candidly sharing his struggle with mental health, Vivek emphasizes the necessity of mental well-being in sustaining not just a business, but a balanced life.
The discussion takes a transformative turn as Vivek explains his rationale for selling PPO Profits to Benco, focusing on ethical considerations, employee welfare, and ensuring a robust future for his team. Reflecting on his journey, he highlights lessons of trust, competence, and the importance of leading with integrity, both in business and personal life. This ethos paved the way for his company, Verrific, where Vivek continues to uphold the principles of stress-free management and ethical standards. Tune in to learn about his personal evolution towards a life that balances between professional success with personal peace, along with his insights on maintaining high ethical standards to enhance employee well-being and client trust.
What You'll Learn in This Episode:* What Vivek learned along his entrepreneurial journey. * The importance of balancing mental health with entrepreneurial responsibilities. * Ethical considerations in selecting business partnerships and buyers. * Developing a management style that prioritizes honesty and integrity. * Techniques for stress management and maintaining a peaceful work environment. * The benefits of fostering a supportive and trustworthy team dynamic.
Join us for an insightful journey into entrepreneurship and mental well-being—listen now and discover how integrity leads to both personal and professional success!
Sponsors:CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: https://thedentalmarketer.lpages.co/carestack/
Guest: Vivek KinraBusiness Name: VerrificCheck out Vivek's Media:Website: https://www.verrific.biz/
Facebook: https://www.facebook.com/vkinra
Other Mentions and Links:
Vivek's Podcast Episodes:
309: VIVEK KINRA | SOMETIMES... TOO MANY CUSTOMERS IS NOT A GOOD PROBLEM TO HAVE – THE DENTAL MARKETER PODCAST
MMM [INSURANCE] TREATMENT PLANNING THE RIGHT WAY & MAXIMIZING INSURANCE COMPANY REIMBURSEMENTS – THE DENTAL MARKETER PODCAST
MMM [INSURANCE] THE MOST DENIED INSURANCE PROCEDURES & HOW TO WORK AROUND THEIR GUIDELINES TO BECOME APPROVED – THE DENTAL MARKETER PODCAST
MMM [MEMBERSHIP PLANS] THE 3 MOST SIMPLE & EFFECTIVE TYPES OF IN-HOUSE MEMBERSHIP PLANS – THE DENTAL MARKETER PODCAST
145: VIVEK KINRA | FRIENDS DON'T LET FRIENDS HAVE BAD FEES – THE DENTAL MARKETER PODCAST
Groups/Communities:
The Making of a Dental Startup
Businesses/Brands:
PPO Profits
Benco
MetLife
Terms:
LOI - Letter of Intent
GABA
Books:
Dental Coding with Confidence
People:
Elon Musk
Chuck and Rick Cohen - Benco
Jeff Bezos
Alex Hormozi
Movies:
3 Idiots
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Is sobriety an all-or-nothing proposition in dentistry? In today's Monday Morning Episode, we've brought on Laura Nelson to uncover the nuanced conversation around alcohol use in the dental industry. Laura challenges the common perception that only those classified as "alcoholics" need to consider sobriety. Through personal insights, she stresses the importance of making conscious, sober decisions and explains how even social drinking can impact professional performance and practice culture. Dive deep into the pressures dentists face that often push them towards alcohol, and learn why open conversations about this topic need to happen more frequently and with less stigma.
As the discussion unfolds, Laura passionately advocates for a supportive work environment, highlighting how unaddressed stress can erode a team's ability to thrive. She sheds light on the critical role leadership plays in maintaining mental well-being by demonstrating vulnerability. By setting the stage for honest, stigma-free dialogues, leaders can foster a space that encourages healthier lifestyle choices. The episode wraps up with actionable insights, including how individuals can connect with Laura and her community at Sober Life Rocks, to access peer support and resources for alcohol-related challenges.
What You'll Learn in This Episode:* Understanding the spectrum of alcohol use beyond alcoholism. * The impact of alcohol use on dental practice culture and performance. * How to cultivate a supportive environment for discussing mental health. * The role of leadership vulnerability in promoting workplace well-being. * Strategies for addressing stress and burnout in the dental industry. * Ways to engage with communities focused on sober living.
Tune in to uncover empowering perspectives that can redefine your approach to sobriety and well-being in dentistry!
Sponsors:CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: https://thedentalmarketer.lpages.co/carestack/
You can reach out to Laura Nelson here:
Website: https://soberliferocks.com/
Facebook: https://www.facebook.com/soberliferocksprofessionals
Instagram: https://www.instagram.com/soberliferocksdental/
TikTok: https://www.tiktok.com/@soberliferocks
Mentions and Links:
People:
Dr. Brett Kessler
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Laura. So talk to us. What's one piece of advice you can give us this Monday morning.
Laura: You don't have to be an alcoholic to stop drinking.
Michael: Interesting. Can you expand a little bit more on that?
Laura: Yes, for sure. I was one who was the typical casual drinker through my life, conferences, events, mommy wine culture, growing up, the whole thing.
And couldn't see life without alcohol because I thought to stop drinking, first of all, I wouldn't have fun. Second of all, I had to hit rock bottom. Like I would, didn't consider myself an alcoholic. And I think there's a lot of people who are in that same space that I was in. But I wasn't educated in this area, and so it's important for me to talk about this because I want to make a difference in dental because there's a lot of people who choose not to drink, who feel the pressure to drink alcohol, and don't realize that you can choose not to drink, and it's okay.
We can normalize sober choices in our industry. So. Alcoholism is not a yes or no. it's a spectrum. And if we understand wherever you are on the spectrum, it's your decision, what you want to do with your life and it's everybody else's decision. And we need to stop peer pressuring each other into the need to drink alcohol.
Michael: Interesting. So on the spectrum here, where do you kind of see most in the industry as far as when it comes to like events and things like that?
Laura: Sure. Yeah. So, Alcohol use disorder, if you've ever drank for the wrong reason, drank too much, or woke up in the morning and regretted drinking, you are on the spectrum, because alcohol is an addictive substance and it doesn't usually serve us well.
long term, right? So if you ever regretted drinking at any point or drink for the wrong reason, you're on the spectrum. Now, where is everybody in our industry all over? But the thing about alcohol is it is the number one self prescribed way to celebrate or numb feelings or emotions.
And it is the most standardized use of drugs that we use our life. we celebrate with wine, we go out for champagne, we have beer tours, we go on wine tours, we go to conferences, it's all about alcohol. So it's so prevalent in our life that when somebody is questioning their use their,relationship with alcohol, or they're at events and they feel the pressure to drink, that's where it goes too far in the spectrum where we're really pushing in on each other.
So, In our industry specifically we have an issue in the sense that we have lots of people who are licensed professionals who worry about their license who Have a lot of stress in their lives running practices and alcohol is where we tend to lean When we're dealing with the hard stuff and so, you know, I would say for that regard.
There's probably a few who are secretly having the discussion in their head, based off of what they have in their life
Michael: What psychological barriers do you think prevent? Practice owners or dentists from admitting to or seeking help alcohol use as a coping mechanism And how can leaders effectively dismantle those barriers?
Laura: Yeah So the number one reason isas a society for a long time, it's been something that you hide if you have concerns about your relationship with an addictive substance, with alcohol specifically, in the past, there was a stigma around if you were in recoveryit was real, but it's not like that anymore, Overcoming an addiction, especially with alcohol, it is a personal battle that many people do privately, and we're already shaming ourselves enough when you are like, I don't understand why other people can drink and don't have a problem, but I do, and it's already something you're beating yourself up about.
And then as a society and in our industry and with people in our circle. there's the shame of like, what are people going to think about me? What are people going to question? and so it's just, prevalent and everywhere. it's such a personal decision and conversation and a lot has to do with the shame around it and the fear.
Michael: Okay. So then when it comes to that, especially when it comes to the burnout and stress and your experience, how does unaddressed stress and burnout. Silently erode the culture and performance of a practice over time.
Laura: Oh, the fact that we can and we do go to other ways to forget about or numb the bad stuff Doesn't have us deal with the actual issue at hand. So stress depression suicidal thoughts Yeah. you know, All of the things that we deal with as humans, because at the end of the day, whether you're a dentist, a hygienist or a receptionist, you're human. And if we are using a substance to numb the pain, what ultimately happens is we're not dealing with the true issue and we're not dealing with the real emotion.
And because we're numbing the pain with a substance that is addictive. Everybody will get addicted to alcohol at one point or another. When do you get addicted? Depends on so many variables. But when we know that we're leaning in to using the alcohol for the wrong reason and not actually dealing with the true stuff going on, that's when it becomes a problem.
Michael: What would be using alcohol for the right reason then?
Laura: well, To be honest I could sit on a soapbox now and tell you how alcohol is not good for us, but there are people who are in their head right now, they're like, Oh gosh Laura's, reading my mind, right?
Having a glass of champagne to celebrate a wedding, you know, having a one glass of wine with a friend, once in a while, alcohol is it's been in our society forever. It's not going away. But if you start with one and now you're, instead of one glass of wine, you're a bottle of wine.
Instead of one glass of champagne, you did drinks before you went to the wedding and at the wedding, and then you're post drinking, like there's lots of, we all have stories, right? But research shows the first 20 minutes of alcohol is fun. The first 20 minutes of alcohol, you have the endorphins, you have the dopamine.
It's great. But then your body suffers for the next two to three hours. if you're drinking for the 20 minutes and you recognize the next two to three hours and your body is recovering from every glass of alcohol that you have, right? So I could talk about where alcohol is not actually serving you.
But if you're using it to numb the pain, if you're using it to get away from true emotions, then that's where I would question why you're drinking the alcohol.
Michael: Yeah. Cause I've always understood it in the sense of nutrition, right? Protein is, one gram is four carbs. One gram is four fats.
One gram is nine calories, right? But alcohol, one gram is seven and our body doesn't utilize it, right? It doesn't need it for any building blocks or anything like that. So we're just literally poisoning our body, uh, to the sense of that But now we're talking about the psychological part and mental health part, which is increasingly important.
Laura: Now, when it comes to this, What are the long term psychological and cultural implications, maybe in a practice that ignores mental health issues, particularly around burnout and depression? Alcohol use. not to get extreme, but we know suicide is a significant issue in our industry.
Depression is a significant issue in our industry. And alcohol is usually tied to, a lot of the problems that people have. And soWhen you're suffering, people have a glass of wine when you're upset, let's have a drink.
Let's meet over the bar and talk about it and have a drink. And so it's just that it's used so much, and that it's pushed so much. It's just our societal norm to lean into alcohol. I mean, I went to the doctor recently and he's like, how much are you drinking before I stopped? And, I told him what I was drinking.
He's like, that's normal. That's not normal. Like we shouldn't normalize that alcohol is our friend. And so when it comes to the stress in the practice, the realities of what's going on, we need to recognize that that is an issue in itself, working on the depression, the stress, the financial issues, your relationships, your whatever it is.
if you're band aiding it with alcohol, using that as the crutch to get through life, that is the problem, and the longer you do that, the higher chance you have of bigger problems in the long run.
Michael: Interesting. So then how do you ensure. That discussions about alcohol use in the workplace go beyond surface level awareness and truly shift the mindset and behaviors of your team and leaders.
Laura: Yep. My bandwagon, my thing I talk about is alcohol others. It's, suicidal thoughts. It's depression. It's divorce. It's financial problems. Like we all have life things. We all have our own dark places, whatever it is. What we need to build and can build is an environment where people can just be okay with what they have.
we know our own secrets. We know what's going on in our head. We know the things that have happened in our life, the things we've done. And we always compare the worstof us to the best of other people. Right. The Instagram side of what other people are.
If we could actually just build an environment, build a team where people can just have the space to be okay, to communicate their issue, to be allowed to feel, we are humans, you know, no matter who's on your team, we all have real things going on. And if you can build a space that it's okay to Be transparent, be vulnerable and allow somebody to be able to talk about their thing, whatever it is.
And so like for me with alcohol, my whole goal in this conversation is just to get people talking. Because if we can't get people talking, we're not going to help people. And so normalizing the okayness to talk about whatever your issue is. Find people who have dealt with what you're dealing with and lean into that because The more we can fill the gap between people who need help and the people who can give help By getting rid of that gap of shame and fear and allowing people to just be vulnerable and be real will change lives and change your practice
Michael: Yeah, I agree getting people to talk about it is huge, then I feel like there's that fact of like vulnerability, especially if you're a leader.
So I guess, in addressing alcohol use and burnout, do you balance vulnerability and leadership strength, especially when,you may be struggling with similar issues
Laura: as a leader. Your team is going to follow you if you set examples, right? So being vulnerable is a completely agreat leadership skill to be able to say, I don't know.
Now, I'm not saying that as a doctor, you need to tell everything going on in your private life and in your brain and all of the stress that you have, but To be vulnerable with your team to say, you know, I have some mental health issues. I have some personal concerns I'm dealing with. I have some things and be real with your team.
They're going to respect you follow you that much more than trying to fake. that you have it all together because nobody has it all together. And then going and getting the help that you need. Like again, when you can lean into getting help, you can see how it improves in your life as a doctor and as a leaderand then be able to offer that to your team, talk about turnover that we have if your team knows that you really trust and believe in them and you're vulnerable and you're real and you care about them, they're not going anywhere, They're going to be on your team forever.
So just be real. It's all we really want.
Michael: Yeah. And so that shows strength. Okay. Gotcha. So then, in your work, Laura, how have you seen unresolved personal struggles with alcohol among dentists affect their ability to deliver patient care and are there any interventions or what interventions have proven most effective in these situations?
Laura: Yeah, the reality is when I started this journey of sharing my storymy story is a little bit easier than a dentist and a hygienist, cause I'm not licensed. So I can stand on the mountaintops and say, I'm happy to be sober. And this is why I chose it for my life. but for a dentist, there's a real reality of, your team.
Your license your patients. And so, the reality is there's a lot of licensed professionals in our industry struggling, struggling with mental health issues, struggling with addiction issues, and they're not getting the help they need. I actually have a hygienist that I'm affiliated with. she was more worried about losing her hygiene license than she was about getting a DUI when she was actively drinking because.
That's her livelihood. Many team members are dentists. We know that they're suffering and that's our livelihood. If our dentist has to go to recovery or rehabilitation or, take time out of the practice, what about our jobs? Right. And so it's the reality of what's going on. Luckily I've become really good friends with the incoming ADA president, Brett Kessler, Dr.
Kessler, who that is what he wants to change for our industry isto allow and have support for. Licensed professionals. They're bringing in a third party company where you can actually call and get help. You can have real conversations because our jobs are our jobs, but our life is way more important, right?
So I'm hoping that the worst cases that I know and the things I've seen, we can make a difference by just starting the conversation.
Michael: Awesome. Laura, thank you so much for your time. And if anyone has further questions, you can definitely find her on the dental marketer Facebook group, or where can they reach out to you directly?
Laura: Sober life rocks that is our new Community and group sober life rocks find me on all the social channels or just come to our website sober life rocks
Michael: Awesome. So that's going to be in the show notes below and laura Thank you so much for being with me on this monday morning episode.
Laura: Thank you
Unlock the secrets to a beautiful smile while learning from one of the most innovative minds in cosmetic dentistry today. In this enlightening episode, I'm in a thought-provoking conversation with Dr. Korinne Grieger, a functionally driven cosmetic dentist whose pioneering approach is transforming the field. Korinne shares her journey, revealing how advanced tools like biometrics, JBA, and T-Scan enhance her ability to precisely diagnose and treat dental issues. By ensuring a stable bite before any restorative work, she provides long-lasting and superior care. This episode explores how Korinne's blend of scientific rigor and creativity sets her apart in providing exceptional dental care.
Dive deeper as Dr. Grieger discusses her adept use of social media to educate and connect with her patient community. Her approachable style and concise videos about dental procedures not only build trust but also attract patients who value transparency and expertise. Korinne also unveils the inner workings of her Scottsdale practice, focusing on her strategy of fostering a team full of critical thinkers and independent workers. Her management philosophy creates a nurturing environment where both patients and staff can thrive. With personal anecdotes, Korinne shares her growth in empathic patient communication and highlights the importance of understanding diverse perspectives.
What You'll Learn in This Episode:* How Dr. Korinne Grieger is revolutionizing cosmetic dentistry with advanced techniques. * The importance of establishing a stable bite before cosmetic work. * Effective dental marketing strategies using social media. * Insights into building a smart, autonomous dental team. * The role of effective communication in enhancing patient relationships. * An overview of team dynamics and practice management at KORsmiles. * Personal anecdotes and lessons in sleep dentistry and patient care.
Listen now to discover how cutting-edge dental artistry and science create lasting smiles!
Sponsors:
Gusto: Dentist payroll for the modern practice. Gusto’s cloud-based software provides all the payroll and HR tools you need to run your dental practice efficiently. Having it all on one platform keeps our prices low, and makes your job so much easier. Enjoy best-in-class support, benefits like health coverage for your team, and more. Visit or copy and paste the link here for a special offer! https://gusto.com/tdm
Guest: Dr. Korinne GriegerPractice Name: KORsmiles DentalCheck out Korinne's Media:Website: https://www.korsmiles.com/
TikTok: https://www.tiktok.com/@korsmiles
Instagram: https://www.instagram.com/korsmilesdental/
Facebook: https://www.facebook.com/korsmiles
YouTube: https://www.youtube.com/@KorsmilesScottsdale
Other Mentions and Links:
Terms:
JBA - Joint Vibration Analysis
Equipment/Brands:
T-Scan
iTero
Invisalign
Continuing Education:
Clinical Mastery Series
Spear Education
Tools/Resources:
Indeed
Craigslist
TV:
Michael Scott - The Office
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Is your dental practice running smoothly without your constant supervision? In this enlightening episode, we delve into the heart of effective leadership with Dr. Sarah Blair, a seasoned expert in guiding dental practice owners toward efficient and engaged management. Dr. Blair candidly discusses the pitfalls many leaders encounter when they aren't actively involved with their teams, especially when it comes to key responsibilities like patient interactions over the phone. Through her insights, you'll discover how attentive leadership can turn potential lost opportunities into lasting patient relationships.
Dr. Blair also shines a light on the often-overlooked back-office inefficiencies, using supply management as a prime example. Drawing from years of experience, she shares practical strategies to bolster team performance by focusing on comprehensive training, streamlined systems, and the critical importance of setting clear expectations. As the episode wraps up, Dr. Blair invites listeners to connect with her for more tailored advice, ensuring that leadership gains aren't just theoretical but actively applied to foster a thriving dental practice.
What You'll Learn in This Episode:* The impact of active leadership on team performance and patient engagement. * Strategies to enhance patient communication over the phone. * Common back-office inefficiencies and how to address them. * Importance of clear expectations and consistent training for team effectiveness. * How to transform practice management with effective systems and leadership.
Tune in now to unlock revelations that will transform your dental practice's leadership dynamics!
Sponsors:
Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/
You can reach out to Dr. Sarah Blair here:
Website: https://www.indiepractices.com/
Sarah's Facebook: https://www.facebook.com/sarah.blair.961993
Indie Practices Facebook: https://www.facebook.com/IndiePractices
Top 10 Team Management Solutions: https://www.indiepractices.com/digital-resources
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Sarah, so talk to us. What's one piece of advice you can give us this Monday morning.
Sarah: All right. So my piece of advice is to be aware that the work that your team is doing when you're not around probably isn't as good as you think it is. That's a little controversial to hear. It's not what everyone wants to
Michael: So, well, First let me clarify a few things. first by not around. I don't mean you're on vacation. I mean that you're just not present. So it means you're busy, you're distracted, you're not paying attention. that's what I mean by when you're not around. And I also want to clarify that this is not anti team by any means.
Sarah: We are super pro team. We love teams. it's just that there, is a disconnect between what the leader should be doing and should be providing and what the team is actually receiving. So I've been a team member myself. I was a dental assistant. I worked at the front desk. So again, we're super pro team.
This is more of a leadership concept here.
Michael: Okay. Gotcha. So is it more in the sense of like, Hey, we're doing what we're supposed to be doing clinical work, right? Talking to the patients, being with patients, but then we don't know, really know what the front office is doing. They're doing busy work, but not productive work.
Sarah: That's a great way to put it. Yeah, the truth is that your team is almost certainly underperforming some areas if you're not engaged managing. So as coaches, we get to see and hear this a lot. owners don't always want to hear this news, but we get to look at the metrics and we get to listen to the phone calls and when we look at these data points, we can see that the team is not performing as well as The way that the practice owner has been hoping or the way that they have always believed that their team is performing.
Michael: So why does this happen? Is it from the beginning, from the get go, is it happening like that? Or is it more like they fall into a lull and now they're not performing as good, but they figured a way to, make it look like you are.
Sarah: We actually have the top 10 list of all of these key areas.
The ways that teams typically underperform, and the ways to address it. And we're going to have that on our Facebook page. It'll also be on our website and under the resource library. So we probably wouldn't get through all 10 of those today. And like you said, some of them do apply early on. Some of them can apply to long term team members that have maybe started out super energetic and fired up and things have drifted off into a different place at this point.
So basically as leaders. We're failing our teams if we don't provide guidance, AKA training and systems, clarify expectations, monitor the results and hold the team accountable. So as we like to say inspect what you expect.
Michael: Okay. So then What would you say are the most common that you've seen time and time again?
Sarah: primary one that I would say is on the phones. So we're seeing, really common things happening on the phones that owners are totally unaware of. They're trusting and hoping that their teams are doing a great job. In fact, sometimes they genuinely. Believe that their team is doing a great job and it can be really frustrating and disappointing for them when they find out that's not the case.
So I would say phones and what's happening on the telephones is One of the biggest areas, and luckily for us as coaches, one of the areas that we're able to document and observe the most closely is the way, especially incoming new patient phone calls are handled
Michael: So then when you're listening into these phone calls, where do you see them drop the ball the most?
yeah, so the most common theme is just Reactively answering the first question of course is usually do you take my insurance or how much does this cost? And so they just go directly into the nuts and bolts of answering that question without building any connection building trust without building value for the practice and talking up the doctor in the practice and why you're going to love it here.
Sarah: They go right into the nuts and bolts of complicated insurance plan, something like that. So not taking control of that phone call right from the beginning is where we see team members fall off the tracks most often for this. And again, this is a, leadership issue because the team members don't have the training, the systems in place.
to have those successful conversations with new patient callers to get them into the schedule. So it's not a team problem. It's a doctor problem.
Michael: Providing the guidance. Could you Sarah give us like a script to that reaction? So like let's just say it's super common, right? Or it's hey, you take my insurance
Sarah: usually people it's a lot of nose. It's a lot of going down rabbit holes and oh we don't play some plants here. You'd have to go see a Surgeon, it's a lot of roadblocks You And a lot of denial. So I think a lot of team members are afraid. To give unrealistic expectations so they shut things down right away and consequently the patients are like, okay, I guess not coming in.
it's so sad and I hear, we just hear hundreds and hundreds of these calls all the time where it's like a dead end. It's a roadblock. It's a bottleneck in the conversation. So instead, so we have to take that tough question. Sometimes I like to envision it as a brick or something that if somebody's handing you this object, you have to take it.
It's not what we're going to deal with immediately. We're just going to set it right here. And then we're going to draw the patient in by connecting. And by building value for the practice before we get to that tough thorny question that we're going to deal with soon. So it could just be something like, First off you answer, you know, hi, my name, practice name. How can I help you today? And then they're going to give tough question. They're going to hand you the brick and you're going to say, awesome. That's such a great question. I'm so happy to help you with that today. Let me just get a little bit more information so I can help you out with that.
And then you just go right into, get their name, use their name through the rest of the call. And then you're going to ask, find out why they're really calling. So patients are asking about insurance and pricing because they don't know what else to ask. But what they really want to know is, are you guys nice?
Are you guys good? So you got to build that connection. You got to build a value. So you're going to say Oh, you just moved here. That's awesome. Welcome to the area. You're going to absolutely love it. And you're going to love our office. Dr. Jones is amazing with whatever it is that you wanted.
So if you asked him how to crown, he's awesome at crowns. you're already building that value and that connection. And team members invariably think that's a waste of time. We don't take their insurance. Let's just end the call, but you're going to lose a hundred percent of those callers. If you at least build a connection and you're building trust, you're building value, so much more likely that you're going to schedule and that that patient's going to actually show up.
Michael: like that. I like the way you put it like as a brick. I remember there was a, thing where they said like in different cultures, more like Japan, Japan. When you bring a gift to them, it's considered rude to open it in front and be like, Oh my gosh, compared to here, like in America, right here, we want to open it immediately and we
Sarah: expect,
Michael: but over there, they say like, put it to the side and acknowledge the person.
Don't worry about it right now.
Sarah: That's great. Think of it as a gift that someone just handed you because the gift is they're presenting themselves to you as a potential new patient. This is not some. Terrible problem that someone just handed you. It's a potential new patient and it should be the most exciting and important thing in your entire day.
But sadly, team members don't get the training on this. They don't know how to take that call and take control of it and turn it toward the things that really matter. Of course, we're going to answer that tough question. We're not going to be evasive. We're not going to be dodging questions. We're going to deal with it, but we have to build that connection first.
Michael: I like that. And then real quick for the back office where do you see it? Where it's like, Hey, you guys are being busy, but not productive.
Sarah: Yeah. A couple of different areas where your team is probably not optimizing and they're underperforming in certain areas in the back. one area that we've seen recently, a lot of supplies.
if the team member is ordering supplies. they probably don't have designated time set aside for themselves to do that. They're just fitting it in wherever they possibly can around a busy schedule. They probably don't have a system, so they're just ordering whatever's easiest with no way to price shop and look for the best possible options.
we had a client recently who is.Supply costs were almost 20 percent of their revenue their minds were blown when we shared this data with them because they hadn't looked at it. with just three simple changes, which setting aside time for clinical assistant to actually do this task,training her on how to do it and what system they were going to use, and setting a budget and setting some really clear expectations.
They cut their costs dramatically without sacrificing one bit of quality. And in fact, it's actually much easier for everyone on the team now. that's just an example of where if you're not paying attention, if you're under managing and not inspecting what you expect, you're going to get a result that is really out of line with what you're hoping.
And you're going to see it in the numbers.
Michael: I love that. Inspecting what you expect. Awesome. Sarah, I appreciate your time and if anyone has further questions, where can they reach out to you directly?
Sarah: Yeah, absolutely. So you can email me directly. It's sarah indie practices.com.
That's I-N-D-I-E practices. or you can check out our websiteor just chat with me on Facebook. So just reach out to Sarah Blair on Facebook and message us on in practices on Facebook. We're always putting out new content and you can check out what's going on.
Michael: Awesome. So that's gonna be in the show notes below. And Sarah, thank you for being with me on this Monday morning episode.
Sarah: It was a pleasure. Thanks so much, Michael.
What drives a dentist to specialize exclusively in pediatric care? Join us in this insightful episode as Dr. Anthony Brown, founder of New Leaf Pediatric Dentistry, opens up about his heartfelt journey into pediatric dentistry and the origins of his practice. Dr. Brown shares candid stories of mentorship and inspiration that fueled his passion for working with children, leading him to create a dental practice that is renowned for its compassionate, non-judgmental approach. With a focus on forming a welcoming environment, Dr. Brown discusses how his team ensures that parents feel supported and understood, revolutionizing the way pediatric dentistry is perceived.
Get a behind-the-scenes look at the logistical hurdles faced when establishing a new practice, from choosing the perfect location and overcoming construction woes to implementing effective marketing and operational strategies. Dr. Brown delves into the art of hiring the right people, valuing instincts and professionalism, and the crucial role of mentorship in his career. Tune in for valuable insights into managing new patient outreach through digital platforms and efficient internal systems, and hear Dr. Brown's honest reflections on balancing the many personal challenges that come with running a new practice.
What You'll Learn in This Episode:* The inspirational story behind New Leaf Pediatric Dentistry. * Key traits and values for effective pediatric care. * The role of mentorship in personal and professional growth. * Logistics and challenges in launching a new dental practice. * Hiring strategies that align team values with practice goals. * Creative marketing techniques for client engagement. * Operational systems for streamlined patient care. * Balancing personal challenges and professional responsibilities.
Listen now to discover the heartbeats of a thriving pediatric dental practice!
Sponsors:
Darkhorse Tech: For DSO integrations, startup solutions, and all your dental IT needs, let our sponsors, Darkhorse Tech, help out so you can focus on providing the amazing care that you do. For 1 month of FREE service, visit their link today! https://thedentalmarketer.lpages.co/darkhorse-deal/
Guest: Dr. Anthony BrownPractice Name: New Leaf Pediatric DentistryCheck out Anthony's Media:Website: https://newleafpediatricdentistrync.com/
Instagram: https://www.instagram.com/newleafpediatricdentist/
Facebook: https://www.facebook.com/newleafpediatricdentistrync/
TikTok: https://www.tiktok.com/@newleafpediatricdentist
Other Mentions and Links:
Practice Management Software:
Open Dental
Services:
Affordable Image
Get Reach
MVP Mailhouse
Staples
Crown Realtors (Jim Minuto)
Stark Construction
Carr
Tools/Software:
Zoom
Google Ads
Meta Ads
People:
Alex Crisp
Organizations:
OSHA
Banks:
Bank of America
Places:
Duram Bulls Stadium
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Are traditional retirement plans holding you back? In this eye-opening episode, I dive into a conversation with Kyle Christensen, where he disrupts conventional financial strategies queued up for dentists. Rather than funneling earnings into several miscellaneous traditional retirement savings like 401ks and IRAs, Kyle introduces the novel concept of "fake assets" that might not serve you as you imagined. He advises dentists to channel their investments into their sphere of expertise—into themselves and their practice—in order to craft paths towards abundant wealth genuinely.
Kyle breaks apart the paradigm of diversification and advocates for other arenas like real estate, intellectual property, and personal development ventures such as coaching. Discover the lengths to which specialization can forge wealth without waiting decades!
What You'll Learn in This Episode:* Why 401ks and IRAs might be considered "fake assets" for dentists. * The importance of investing in one's expertise and practice for optimal wealth creation. * Strategies for maintaining high liquidity to seize strategic opportunities. * Understanding the value in real estate, IP investment, and self-improvement coaching. * Kyle's take on why diversification strategies might be outdated. * How specialization, rather than diversification, leads to increased wealth.
Ready to reshape your financial future and mastering the art of specialization? Dive into this episode now!
Sponsors:
Studio 8E8: Dentistry’s story-driven marketing agency. Traditional marketing repels. Story-first dental marketing attracts.
We bring your story to life in a way that captivates and connects: https://s8e8.com/affiliates/tdm?utm_source=tdm&utm_medium=affiliate&wc_clear=true
You can reach out to Kyle Christensen here:
Website: https://uniqueadvantage.biz/
Kyle's Book "Principals Based Planning": https://a.co/d/8576RD3
Instagram: https://www.instagram.com/unique_advantage/
Facebook: https://www.facebook.com/profile.php?id=61558072766116
LinkedIn: https://www.linkedin.com/company/uniqueadvantage-planning/
Mentions and Links:
Terms:
Fica Taxes
People:
Bill Gates
Elon Musk
Books:
FAKE: Fake Money, Fake Teachers, Fake Assets: How Lies Are Making the Poor and Middle Class Poorer
The Autobiography of Andrew Carnegie and the Gospel of Wealth
Videos:
Why diversification is for suckers: Warren Buffet and Mark Cuban
Businesses/Brands:
Microsoft
Apple
Berkshire Hathaway
Walmart
Places:
Wall Street
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Kyle. So talk to us. What's one piece of advice you can give us this Monday morning?
Kyle: My advice is to don't gamble with your financial future. And there's a reason I'm saying that.
Michael: What's the reason behind it?
Kyle: I think most of your listeners are probably being pressured, by the conventional wisdom out there to start quote, saving for retirement.
And basically the way I look at that is they're divesting money from their control and their use and their expertise, and they're putting it in things that they have no control, expertise or use. And that's generally encouraged by the financial planning industry. Okay.
Michael: So would you say,
Don't start putting funds into that.
Kyle: I know. Sounds crazy. Doesn't it? Yes. That's exactly what I'm saying. The financial institutions that are promoting the philosophy of retirement and retirement planning, they only have one objective, and it's actually a huge conflict of interest.
Their objective is to get asset center management. Their objective is to get your audience to send them money on a regular and ongoing basis and not touch it for decades and not receive any income for decades from those supposed assets, Robert Kiyosaki in his most recent book called fakecalls 401ks and IRAs mutual funds.
He calls them fake assets. And the reason is he says a real asset is something that puts money in your pocket. And a liability is something that takes money out of your pocket for years. And that's why he calls those kinds of things, fake assets.
Michael: So then from your expertise, where should we be putting our money then?
Kyle: They should be putting it in what they're experts in. I've been to plenty of dental industry events, conferences. throughout the country. And I can tell you by looking at all the exhibitors of these events, there's plenty of opportunity for, dentists to invest in themselves and to grow and to expand.
They're being convinced, however, to, move their money and invest in things that are not in their expertise, which I just finished reading Andrew Carnegie'sautobiography earlier this year. And in his book, he talks about that exactly. He says, I've never seen a man be embarrassed by investing in anything other than things outside of his expertise.
his recommendation, which he's the richest American thatthat's ever lived. You know, we think, Bill Gates is super rich and Elon and they are, but comparatively Andrew Carnegie would be worth 300 billion in today's dollars. So he knows what he's talking about.
And I think there's some wisdom in what he's saying. He's saying that, look, you should be investing in thethings you can control, and influence.
Michael: Interesting. So then what are some strategic investments specifically for dentists that they should be investing in?
Kyle: Yeah. So number one, I would say, don't be afraid of having cash. Don't be afraid of accumulating cash because cash means opportunity, think everybody's heard the phrase cash is King and there's truth to that. The people who have cash have opportunity. I'm sure most of your audience has dealt with loans, practice loans, or equipment loans, or things like that, right?
What if you could get to a point in time when, you're only using loans strategically. You're not using them because you have to, but you're using them strategically. Maybe when the interest rates are really great and you're making more interest in where your cash is at, right?
So at that point in time, it might make a lot more sense to just maintain the cash, take the loan, right? But in most people's cases, they're taking loans because they don't have the cash. So I would say, don't be afraid to build and maintain high levels of cash because cash equals opportunity. I'm thinking about one of my dental clients that's in Oklahoma.
I started working with him whenhe bought into his first practice and he was making about 250, 000 a year. so that was in about 2014 when I started working with him this year.in fact, a conversation that I had with him last week, he's buying in three more practices.
So he'll have a total of six practices. He has over 10 doctors working for him, his annual income just from what he does managing the practices, he makes over 2 million per year. That's where people should be investing right in their own ideas, in their own business, in their own property. Investment, for a dentist could be, investing in coaching.
That's a great investment. In fact, this particular client, that was one of the first big investments that they did is they invested into coaching for their practice. And the amount of increase in efficiency in their practice went through the roof. So those are the kinds of investments that I think that your audience should be considering and, should weigh heavier than things that they have no expertise in.
Michael: Yeah. Interesting. was that revenue profit or cash?
Kyle: That was net profit per year for him.
Michael: Oh, interesting. I like that, man. So then how would you plan for long term, I guess, like financial security and wealth building
Kyle: So one of the things that you can do is you can start to invest into real estate, right?
For example, maybe the property that your practice is in, that's an opportunity, right? And that's actually a way to, change the character of your income. Let's say that you're paying 20, 000 a month in lease, for your office lease if you were to own the building And now you're practice is paying that to you that twenty thousand bucks a year.
You're Recharacterizing two hundred and forty thousand dollars a year now. It's not going to be subject to fikaSo you're saving fifteen point three percent of that money in taxes And now you're going to pay ordinary income tax, which you would have anyway, but you save a huge chunk of money over time if you sell that practice in the future, you could still Keep the building, it's a cash flowing asset to you.
You can look at investing in other, what I would call real assets. Real assets are basically things that financial institutions can't sell you. So real assets might be owning a franchise. It might be owning, other real estate property, intellectual property. I think about the inventions that have taken place in the dental industry in just the last 10 years.
And it's incredible. If you've been to the dentist regularly, you've seen it, the way they take x rays, the way they do imaging, everything. It's amazing how much technology, how much improvement has been made. What's the genesis of most of that improvement? Is it somebody who's not in the dental world or is it somebody that's in the dental world that came up with those things?
And I would say it's mostly things that were brought up or invented Or at least thought of by people in the dental industry. Your audience might be, as they go along, be coming up with ideas that are multi million dollar cash flowing ideas.
And what I'm saying is, that's the sort of thing they should be investing in.
Michael: Gotcha. Okay. So then how do you balance reinvesting in the business with diversifying your portfolio for long term wealth here?
Kyle: So diversification, just submit is a marketing idea. Really?
Michael: Okay. Yes.
Kyle: in fact, I would encourage everybody to look up what Warren Buffett says and Mark Cuban says about diversification on YouTube.
Diversification is an excuse for lack of knowledge. So specialization is what creates well, it's having an inch wide. Knowledge, but it's a mile deep, versus the Jack of all trades that has a mile wide basis of knowledge. And it's only an inch deep the whole way.
People get paid for what they know. this idea of diversification, it's wall street. Wall Street is encouraging diversification because an excuse for their inability to pick winners and losers, which all the research actually says that they cannot do. And so we pay all these mutual fund managers and these money managers a lot of money right, every year, so that they can pick winners and losers, and yet all the research says that they can't, and what do they tell us we have to do?
Diversify. We have to diversify. We have to asset allocate, We have to change that so that if something goes down, which is out of our control, which is a key point, I think then not all of our money will go down. So my question is. Should Bill Gates have diversified out of Microsoft should Steve Jobs have diversified out of Apple should Warren Buffett diversify outside of Berkshire Hathaway, I would say no, I think that those guys know exactly what they're doing.
And they're investing in the things that they know that they're experts in.
Michael: Interesting. Okay. So then if we do have a portfolio and our consultants are, are, you know, financial advisors are telling us like, yeah, you need to diversify. We did it already.
How can we start scaling back? Or do we just take everything out of our mutual fund 401k RAs and stuff like that? Or, Or what are your thoughts?
Kyle: Here's my question. How much controller influence do you have over how that performs?
Michael: None. Like If I bought Walmart stock, how much influence do I have over that?
buy something at Walmart, but nothing happens.
Kyle: But it's not going to move the needle, right? It's not going to change the stock price, right? So I have no influence over that. So in reality, if you look up the definition of the word invest or the word gamble, What is that more like, Is it really investing or is it really gambling? I think that's the first thing we need to do. Let's call it what it is. And some people like to gamble and that's fine. for some people it's exciting. It's a fun game, but I don't think that people want to rely, put their entire financial future on gambling, right?
But they're being told that that's what they should do. So what should you do if you already have, most of your investment in that kind of situation? Well, number one, does it make it better to put good money after bad? in the business world, don't put good money after bad, right?
So if we're already doing something and we realize maybe this isn't the direction I want to go, then don't keep putting money in that direction. Does that make sense? So that's the first thing I would stop contributing If you realize that, hey, you know what? I really do have more confidence in what I'm doing than I do in putting it into something I have no clue and I have no control, no influence over the outcome, right?
I'm actually penalized if I touch my money, Here's the other thing. Don't let the tax tail wag the dog. So what I mean by that is, taxes, yes, are an important factor to keep in mind, But they shouldn't be the sole deciding factor, if my entire goal is to avoid taxes, you know what the easiest way for me to avoid taxes is?
Don't make money. And I don't know of anybody who has that as a goal. That's not a goal for anybody. It's not a good goal. I don't think to not make money. So avoidance of taxes isn't really the goal. Financial freedom is your goal. It should be your goal. And I think that's what most people have in mind when they think about retirement, even though that's not what the word retirement means.
I think that they think about financial freedom, you know, I want to be able to do what I want to do when I want to do it. Well, The problem with retirement accounts is that they don't provide you with any. income. They don't provide you with any velocity. That's the principle. It's called velocity of money.
So you put money into a retirement account and you can't touch it for a long time. Michael, you seem like you're in your thirties, maybe. Are you in your thirties? So if you're in your thirties, when can you touch that money without paying a penalty? 30 more years. Yeah, it's 30 more years. And who benefits from that?
Is it you or is it the financial institutions?
Michael: I don't know if I'll be here in 30 more years, even
like so.
Kyle: that's true. It's absolutely true. There's no guarantee that you'll live that long. Here's the thing. Those products, those accounts are not designed for financial freedom. They're designed for retirement, which is an age.
Retirement doesn't mean capability. And so here's the question. Would you rather pay the tax? And maybe even the penalty. Right now we're at, the market's still at, near it's all time high. It might make sense actually, to cash out. And pay the tax and the penalty. Which seems totally crazy. I'm the only financial planner that you'll ever hear that suggests that that might be a good idea.
And here's why. Because I believe in you. I believe in you more than I do Wall Street. They have a conflict of interest actually. Their conflict of interest is this. If you take out your money, they make less. That's the reality. that's an actual financial conflict of interest. So when do they want you to take your money out?
Never.
Michael: Yeah.
Kyle: Yeah. It's never. that's the game. They're just pushing it down the road for 30 years. And if you've put money into the retirement accounts, you've agreed to that condition that you won't touch your money for 30 years. Which only benefits them. It doesn't benefit you in any way, but they're trying to convince you that that's true And then when you get to 30 years from now because we just said what's their conflict of interest?
They don't ever want you to touch your money. They get financially injured if you take the money out when you hit 30 years from now, do you think they're going to still want you to take your money out at that point? Nope. They're going to give you every reason why you shouldn't because you might outlive it.
It's not enough. it didn't grow as much as we thought it would and so on. I would rather you have half of that money in your full control and your full use.
Michael: Love it, man. Awesome. I appreciate your time. And if anyone has further questions, you can definitely find them on the Dental Marketer Society Facebook group, or where can they reach out to you directly?
Kyle: You can go to my website, uniqueadvantage. biz. And the last letters are B I Z, Boy Island Zoo. Our email addresses are on there. You can, reach out. I'd love to answer any question.
Michael: couple other ways you can find out more, right? You can go to amazon. com and you can buy my book, principles based planning, a better approach to financial planning. The other ways you can find us we're on Instagram.
Kyle: Facebook and LinkedIn. So we'd love to have you follow connect. We'd love to see on there.
Michael: Awesome. Yeah. So that's going to be in the show notes below Kyle's book. I saw social media handles. Please reach out to him if you have any questions and Kyle, thank you for being with me on this Monday morning episode.
Thank you.
Imagine an AI assistant handling missed calls to your office, rather than sending patients to voicemail. In this episode, we're bringing on Connor Ludlow, the visionary founder of Annie—a groundbreaking AI-driven front desk assistant tailored for dental practices. Connor delves into how AI solutions like Annie can alleviate the mounting burden on front desk staff by handling routine yet critical tasks, such as phone call management and appointment scheduling. Instead of cutting jobs, this technology enhances job efficiency, helping dental offices run smoother and significantly improving patient experiences.
From his roots as a CTO in software for dental offices to founding Annie, Connor reveals an intimate understanding of the stresses that challenge practice owners daily. This episode explores the nuances of practice management, illustrating how AI can alleviate business responsibilities piled on clinical duties. Highlighting the surge in AI acceptance, largely driven by ChatGPT, Connor shares practical insights into AI's potential beyond the hype—focusing on ethical integration and improving operational efficiency and patient engagement in your practice.
What You'll Learn in This Episode:* How AI can transform the task management in dental offices. * The role of AI assistants like Annie in augmenting—rather than replacing—human employees. * Practical business challenges confronted by dentists. * Impacts of the increased AI interest triggered by tools like ChatGPT. * Strategic steps for seamlessly integrating AI into a practice's daily operations. * A real-world case study of AI in action, boosting appointment bookings while easing workloads. * Ethical considerations in employing AI solutions to support a dental office.
Don’t miss out—enhance your dental practice's efficiency by tuning in to this episode!
Sponsors:
Gusto: Dentist payroll for the modern practice. Gusto’s cloud-based software provides all the payroll and HR tools you need to run your dental practice efficiently. Having it all on one platform keeps our prices low, and makes your job so much easier. Enjoy best-in-class support, benefits like health coverage for your team, and more. Visit or copy and paste the link here for a special offer! https://gusto.com/tdm
Guest: Conner LudlowBusiness Name: AnnieCheck out Conner's Media:Website: https://helloannie.co/
Schedule a Meeting: https://meetings.hubspot.com/conner43/annie-demo
Mention you came from the show for:
- Free demo
- Free setup
- 25% off
Other Mentions and Links:
Terms:
LLM - Large Language Model
AGI - Artificial General Intelligence
Vision AI
Predictive AI
AI Tools:
ChatGPT
Pearl AI
Companies:
Nvidia
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Are you chasing a purpose needlessly? In this episode, I chat with Adrian Dray, who experienced precisely that. Adrian dives into his personal journey from an emotional and financial low in 2017, a time that challenged his to-the-core beliefs about the conventional pursuit of purpose. Through exploring and mastering the unknown, Adrian's life took a complete 180° turn when he embraced GDPR legislation, achieving an invigorating career refresh and unraveling new practical wisdom about mending a personal series of setbacks.
Join us for a raw, authentic conversation that breaks down mainstream self-help myths whether diagnosing the necessity of a life purpose or managing emotional downfalls deftly. Adrian's narrative accentuates the power of focusing on courage and mastery instead of living in perennial perusal of one's ’’why’’. Plus, get insights about the tools and strategies he implemented to keep pushing forward even after debilitating outages like an illness and emotional burnout, culminating in career growth he had never imagined before - at CareStack, where they make the practice management simple for dentists.
What You'll Learn In This Episode:* How Adrian's journey from rock bottom shaped a thriving career path * Why courage might be a better strategy than seeking certainty in life * The significance of mastery and novel explorations over finding a predefined purpose * Tips for sustaining motivation and positive thinking through tough times * Strategies Adrian used to bounce back from severe setbacks * An in-depth understanding and appreciation of GDPR and its career cultivation mechanism * How to maintain a balanced mindset in the spin of adverse circumstances * Insights and advice related to emotional regulations amid reconstructing from failures
Stay inspired to break myth-ridden limitations by tuning in with us and learning from Adrian's unique journey!
Sponsors:CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: https://thedentalmarketer.lpages.co/carestack/
You can reach out to Adrian Dray here:
Meet Adrian at CareStack Inner Circle: https://carestack.com/en-GB/company/events/inner-circle-2025
Book a Demo: CareStack.com
Facebook: https://www.facebook.com/AJ.Dray
LinkedIn: https://www.linkedin.com/in/adrian-dray-carestack/
Mentions and Links:
Organizations:
GDPR
People:
Abhi Krishna
Studies:
31% More Productive with Positivity
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Adrian, so talk to us. What's one piece of advice you can give us this Monday morning?
Adrian: My piece of advice, and thanks ever so much for having me on, is really around some of this mainstream self help advice that you often hear inside, outside of dentistry, which is you have to start a project or start a particular path with knowing your why.
Or there's this overemphasis of the pursuit of purpose. My advice, and this is from a story that I can give, a bit of a painful story is that advice from my perspective is a bit a fallacy. And that holding fast to that, level of thinking can actually be quite limiting for people. I am not a life coach by any stretch, but I think that maybe sharing what I've been through might give people a perspective and hopefully free them from what I see a lot of people who are imprisoned by this pursuit at the moment.
Michael: Interesting. So why, what, if you can break it down to us. What went on or why should we believe that it's a fallacy?
Adrian: my story started in, late 2017 is before dentistry. And I came to the realization the paycheck I was expecting to receive after working for a family run business, which I'm a member of that family wasn't actually going to come through and I was already in a bit of a financial pickle.
Difficulty, that's very English word there. And I really struggle with that. Now. I happened the year before to nurse my father who unfortunately died. He'd had secondary liver cancer. And this kind of moment that I had, this paycheck not coming through was a sort of a trigger for me to suddenly think about all that last big stress in my life that I obviously hadn't dealt with.
What this did is it threw me a bit of an emotional breakdown. I stopped working. I just basically watched cartoons in bed for weeks. I was self employed at the time as well. And so my financial situation was just getting worse until, a family member who depended on me said to me, Adrian, you need to fix this.
problem is at that particular time I was horrifically sad. And I've recently heard the best definition of sadness that it is the perception of a lack of options, which leads to hopelessness. So for me, I had an option to stay in bed I had a second option to go back and work for the family business, which I didn't want to do.
But other than that, I didn't really know what to do. So I made the Option to find an option, right? So I did that and I came across a really weird thing It's called gdpr for u. s listeners that may have heard about it, is a piece of data protection Privacy legislation that was coming into the uk affecting businesses at that particular time and I thought well, maybe I learned this Maybe I just go all in and learn this and see where it takes me.
So I learned I listened I watched You I did courses on everything I could do. And it was a fantastic distraction. It got me out of bed and I joined privacy professional Facebook groups, which are, a riot, but I came across one called GDPR for dentists. It's the UK dentists. I joined that. And over time I helped grew that I'd started answering people's questions as I was learning.
I started posting content and therefore my confidence started to build from this courage that I built. Was starting to generate right because this was a very uncertain time for me And as I reflect back on it, I realized that the opposite to uncertainty is not certainty. It's courage You need to have the courage just to move out to get out of that state of feeling uncertain and that courage served me quite well because After a few months, I got a job as a gdpr consultant Which paid better than what I was in the family business for the last few years You I then became in a few months after that in a very senior role that on paper was like five years ahead of me on my career path, but I managed to get this kind of just living off this rocky montage of listening, learning, answering, consulting, training, just seeing where it took me.
And I got this kind of passion for working dentistry and being with that community. Now all things were going well, had the experience, thought I'd set up my own business, I'd got And I got a, a good six months of selling out training courses, speaking events, consultancy. And then I got COVID.
I got COVID in July 2021. And I got it bad, like hospital bad to the point where consultants were having conversations with me, such as, we're doing everything that we can do, Adrian, so you don't die. And my family were being told to prepare for the worst. Now, the spoiler alert on that is I survived but when I came out of this, they call hypo oxygen room, when you're on your own, it's just about to die kind of room and went back to the main ward.
I look out to the people around me, suddenly there was a couple of nice guys, but some of these guys were so aggressive and rude and abusive to the nurses swearing. And I thought, you know what? I'm just gonna be as nice as I possibly could. I had a long road of recovery. And I thought well, you know, in my side personally, I know who I am, but you know what, I came out of there feeling quite lost professionally.
Because I had to start again. I couldn't run my business. I couldn't do the training courses. I couldn't do the speaking events. I couldn't do the consulting because I couldn't finish a sentence because I was wheezing. lungs were shot to pieces. And so I had to start from scratch. I I had to do these menial, basic junior data protection roles. That I could have thought were beneath me. And as I recovered physically, I moved back up, I put the reps in the effort. I was actually working in a bank, I wasn't even working in dentistry, but I kept like a foot in dentistry because I knew that through this whole journey that had been a passion of mine that had weirdly come out of, this whole thing.
And in 2022, late 2022, I met Abhi Krishna, who's the CEO of CareStack. And I saw there an opportunity to get back into dentistry, to work with a company that is very input focused, that's all about hard work, that presses through, and is just looking to break through to the next thing. And there's no purpose washing And I found really encouraging. And as I look back on this whole journey that I've been on, I realized that back in 2017, if I had that emotional breakdown, if I had tried to conjure up some sort of purpose, then find a why I would have just hit another emotional breakdown I think unless you're prepared to break down that, purpose and the actual behaviors and the actions, you're just going to come up disappointed.
And so many people I see have these big whys and purposes that are typically created and crafted because of expectations from families, friends, their environment, that they end up getting there, hitting the peak of this mountain, and realizing actually they don't really like the view. So I've changed my whole view of that to thinking that the best mountain to climb is the one that doesn't have a peak.
Just keep on climbing. See what passions and purposes come out of it, and enjoy it. Don't be held and imprisoned and shackled by this, overemphasis of a pursuit of purpose. Really lean into mastery, exploring, and opportunity. It is a far better way of fulfilment. Then having to fall into mainstream, conventional self help and development around knowing your purpose, knowing your why, I've learned the hard way.
It's not worth buying into it.
Michael: I appreciate that man. So lean into mastery, exploring, and it sounds like throughout this process, you first had to figure out your options, right? Then develop courage, To do that. Then you joined a group of like minded individuals. Throughout that process and then a passion grew you remained humble in order to continue to do what you're doing And then things started changing, but if I can ask you Adrian such a moment when you're, down emotionally, do you look for options when you're like, man, I'm trying, I'm looking for options and there's nothing?
Adrian: It's a really good question. I think that maybe I was very fortunate to have that kind of intervention. Those five words, you need to fix this. I realized that particular point I had responsibilities. And I was being very good at sulking and being sad. And there's some people that are hit, in a really bad way.
They're going to need medication and counselling and that kind of thing. I totally get that. But for my particular situation, which I think speaks for a lot of people that get to that point, is that you become comfortable with that way of feeling. something to point to, it's something to blame.
And I was blaming the family business that I work for and this kind of stuff. I had to point back at myself and think there's got to be a way out of this. Now, as I've got older, I've realized, I've heard of different things. There is one where there's a Harvard business study which shows that You're 31% smarter when you're in a positive frame of mind, which means when you're in a negative frame of mind, you're dumber.
Now, if you are sad, you don't wanna be dumb. would quite be happy for someone to say, you're quite sad at the moment. I don't wanna say it's from saying to me you're being dumb at the moment. So a lot of this is reframing your thinking and the fact that the thoughts that you have that make you sad are often created by ourselves.
And they are just thoughts. I've learned as I've got older to try and see them as a tangible thing. A little bit like when you get mail in your mailbox, if it's from the IRS, you're probably not going to ignore it. But if it's a pizza delivery menu, and you're on a diet, and you don't want that, you're just going to chuck that into the bin.
Thoughts can often be like that. And I've so many times when I felt down, I've tried to view them in my head as a tangible thing to know whether actually I need to lean into it. And look at it or whether I can just discard it because if you know this formula that performance equals potential minus interference, often the thoughts that we conjure up in our heads that can have this emotional response that we work ourselves up about is just interference.
And if you really do want to unlock your potential so that you can perform better, you have to have behaviors which give you much better control over your thoughts. And naturally that can remove you from a sad state has been my experience. But of course, other folks have it harder, but deep seated trauma, which needs a little bit more attention.
But I think for a lot of us, they're probably in the same situation as me when we're feeling sad.
Michael: That's brilliant, man. I appreciate your time, Adrian. And if anyone has further questions, you can definitely find them on the dental marketer society, Facebook group, or where can they reach out to you directly?
Adrian: Facebook's pretty good. Adrian, Dre. LinkedIn as well. So one of the directors here at CareStack and all of what we're trying to do as well is to make life easier for dentists and dental practices. Take away the interference they're currently suffering from their existing practice management systems maybe it's not throwing them into an emotional breakdown You know some monday mornings it could be like that So if you're looking for something that's different check us out on carestack.
com book a demo Carestack we're all about putting the hard work in to take the hard work the difficult hard work away from practices and their teams
Michael: Awesome, Adrian. Thank you so much for being with me on this Monday morning episode.
Adrian: Thank you so much
What does it take to turn a single practice into a multi-location success story? In this episode, Brett Walters of Villagio Family Dental in Katy, Texas, unveils the strategy behind their expansion, which wouldn't have been possible without blending technology innovation and quality patient care. From updating their management software to upgrading operational policies like extended evening and weekend hours, Brett's story offers a refreshing look at modernizing a traditional business model. His tech-savvy approach to transitioning to Oryx cloud-based software showcases new ways to enhance security and data management while also sharing practical insights on managing marketing and expenses to avoid financial pitfalls.
Navigating the challenges of staffing with a unique three-day workweek model, Brett discusses how Villagio Dental keeps their team motivated and burnout-free, all while providing exceptional care. Marketing, staffing, operational pivots during COVID—Brett unpacks it all. Beyond business strategies, he shares personal experiences on the importance of self-care and maintaining mental, spiritual, and physical well-being. Hear how the Electronic Light Orchestra's "Hold on Tight" kept Brett hopeful through it all, offering inspiration and encouragement to young dentists just starting their journey.
What You'll Learn in This Episode:* The strategy for growing a single-location dental practice into multiple thriving locations. * Insights on transitioning to cloud-based management software and its benefits. * Effective marketing tactics including pay-per-click strategies without overspending. * The impact of a unique three-day workweek model on staff motivation and patient care. * How to balance a flexible and strong staffing framework with high patient influx. * Personal reflections on maintaining overall well-being and health as a business leader.
Ready to revolutionize your professional and personal life with expert insights from Brett Walters? Tune in now!
Sponsors:
Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/
Darkhorse Tech: For DSO integrations, startup solutions, and all your dental IT needs, let our sponsors, Darkhorse Tech, help out so you can focus on providing the amazing care that you do. For 1 month of FREE service, visit their link today! https://thedentalmarketer.lpages.co/darkhorse-deal/
Guest: Brett WaltersPractice Name: Villagio Family DentalCheck out Brett's Media:Website: https://www.villagiofamilydental.com/
Website: https://www.villagiodental.com/
Instagram: https://www.instagram.com/villagiofamilydental/
Facebook: https://www.facebook.com/VillagioFamilyDentalKaty
1st Practice Location: https://maps.app.goo.gl/Ua4TzP5p8xXASov7A
2nd Practice Location: https://maps.app.goo.gl/JsigBYFLJHbTq7Rs7
Other Mentions and Links:
Practice Management Software:
Dentrix
Services:
TNT Dental
Chrisad
Cloud Dentistry
Kwikly
Tools/Software:
Google Analytics
Pay-per-click
Songs:
Electric Light Orchestra - Hold On Tight
Brands:
Amazon
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Trying to decide whether to purchase a practice or a home first? In this jam-packed episode, I sit down with Morgan Stump to unravel this complex decision-making process. With 15 years of diligent industry experience, Morgan delves into a point-by-point comparison of these life-altering choices, examining the ramifications for your long-term financial health, risk profile, and adaptation to shifting market conditions. Whether you're a first-time buyer or reconsidering your next investment step, this episode is brimming with expert advice tailored just for you!
Morgan doesn't stop there. To help doctors looking to relocate, he dishes out practical tips to ease into new markets while understanding the challenges posed by mortgage lenders. He explores why top-notch financial health and liquidity remain crucial, sheds light on economic telltale signs, and navigates the turbulence of market fluctuations. Wrap up your listening with direct access insights from Morgan—offering personalized advice just when you need it most.
What You'll Learn in This Episode:* Detailed comparison between buying a practice and a home. * Key factors in assessment: financial health, risk, market conditions. * Practical tips for medical professionals relocating. * Tackling mortgage lender challenges. * How to maintain strong financial health amid economic uncertainty. * Interpreting economic indicators for informed decision-making.
Take a deeper dive into financially transformative decisions and smart relocation strategies by tuning in to Morgan's episode today!
Sponsors:CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: https://thedentalmarketer.lpages.co/carestack/
You can reach out to Morgan Stump here:
Website: https://www.getprovide.com/
Phone: 503-686-3284
Email: morgan@getprovide.com
Mentions and Links:
Terms:
Escrow
Communities:
Dentaltown
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Morgan. So talk to us. What's one piece of advice you can give us this Monday morning?
Morgan: Sure. Thanks for having me, Michael. I really appreciate it. So the one piece of advice is surrounding a question that has been brought up over and over again during my 15 plus years in the industry.
And that question is, should I buy practice or should I buy a home first? So what do you think about that?
Michael: Interesting, man. I think a lot has to go into that like, the financial health of the person, risk assessment. Economic market considerations, right? All these things. But what are your thoughts?
because we see this a lot on the forums, Facebook groups, even downtown, right? They want to do one or the other.
Morgan: Well, I see this specifically come up a lot when a doctor is looking to relocate to buy a practice. And, the housing market, the rental market is really crazy.
And a lot of folks that are especially going to be larger earners, a lot of folks that might already have a family or be married, they don't want to put off buying a home for two years, Pretty much every bank, every mortgage bank has required that you own a practice for two years before they're going to lend to you to buy a home.
The really cool thing is that some banks have adapted to that. And that includes us. In a practice scenario, we're able to actually use the target practices historical cash flow to qualify the new buyer for a home. So as soon as you close on the practice, you can close on the home simultaneously.
There still are a few mortgage lenders don't go that route. And so to speak to your larger audience. while it might be a little bit painful to think about renting for a couple of years and then moving again, one of these assets is going to earn your household money.
The other is going to be your largest debt. So if it comes down to one or the other, I would always go with buying the practice first. Usually when you're buying a practice, you're buying it for a reason. The demographics fit the procedures that are being done in that practice fit.
You might have a good relationship with the seller. And I would argue even in times like this, where, the housing inventory might be a little bit light, I would say the practice acquisition and target practice. Inventory is even lighter. Particularly if you're looking for the right fit, we see doctors have all sorts of, different risk tolerances, where some folks just say, Hey, do you know what?
I'm going to buy this practice. I'm going to invest in myself. I see that the seller is somewhat declining. Maybe they're referring out a ton of procedures, that the buyer is going to be able to capture. So now they're not referring out that business, and they're keeping that revenue in house. But I would say eight out of 10 times, nine out of 10 times a buyer is buying that practice because it's a really good fit for them.
And that is not an easy thing to find. So I would typically default to buying the practice before you buy the home. Now just to kind of, Back up a little bit. The reason why it is so difficult for mortgage lenders to wrap their head around financing a new buyer is mortgage holders and mortgage banks are much more comfortable underwriting to W 2 or 1099 income.
So if you absolutely need to buy that home first, And the bank that you're working with, the practice finance group that you're working with does not offer the option of closing them simultaneously, then your best bet is to qualify for that home as a W 2 or 1099 associate. That's going to allow you to get into the house.
And then once you're in that house and it closes, you are free to go, because you've already bought the home. As long as you're making payments on time, there's not going to be any issues with your mortgage. So that's my advice there, but I am very encouraged that banks are starting to adapt and recognizing the difficult situation that this puts doctors in.
So this is a topic that has gotten easier to answer over time.
Michael: Nice. Okay. So then what would. Those conditions look like where you tell them like, yeah, can see why you do that.
Morgan: where they want to buy the home before the practice?
Michael: Yeah.
Morgan: So in that scenario, they're already making income as an associate in the area that they want to practice. That is really key because if you are trying to buy a practice and you know, okay, we've got 90 days to close. But it's out of state or more than a couple of hours away from where you currently live, then the mortgage bank is going to be collecting bank statements.
They're going to be collecting paycheck stubs. And if you're trying to buy a house in another state, but you're showing bank stubs, and paycheck stubs that are out of state or hours away, it's going to raise some red flags saying, Hey, why are you living? Here, meanwhile, you're working hours away or in another state.
So you really got to be aware of that because you don't want to put yourself in a really bad position of getting far down the road in the mortgage process, the home buying process, and all of a sudden you get qualified and these questions start coming up, which could really blow up escrow, really, Kind of turn things a little bit sour.
So that would be my one big piece of advice to look out for if you are trying to buy a home before the practice, utilizing your W 2 or 1099 income from a job that you know you are going to have to leave. So out of state or multiple hours away, You're not going to have too many options unless you secure some sort of associate position closer to the home that you're buying So be very aware of that And if you are going out of state and the practice finance group that you're working with doesn't have this Mortgage option for youunless you've got a spouse that also makes money might be able to qualify for loan on their own Then you're probably looking at a situation where you are going to have to rent for a couple of years before you buy that house
Michael: So when it comes to the mistake here, your eyes, it's like, Hey, you should have gotten the practice first. Right.assuming they're not an associate there. Is it more an emotional decision?
Morgan: It's absolutely an emotional decision, especially people with families. You know, If you're married, you've got kids, you want a stable home, and you've also got a partner that's probably pushing for you to buy a home. The flip side of this is, when you're qualifying for a practice, the liquidity level, so the cash in the savings account, cash in checking, stock market, life value life insurance.
All of those are considered liquidity. And that is a very important metric when you're buying a practice, most lenders want to see that you've got at least seven, sometimes 10%. If you're buying a big practice. They're wanting to see that you've got 7 to 10 percent on hand that you can show as verifiable liquidity when you're qualifying for that practice.
So the banks aren't typically going to take that money, I want to point that out. They just want to verify that you've got it. That makes the bank feel warm and fuzzy, that you've got some reserves sitting there, that you've been reasonable, saving your money with your eye on the prize of buying the practice.
So Usually buying a home, there's some good docker loans out there that have very minimal money down, but oftentimes you have to put 10, 15, or even 20 percent down to secure the lowest interest rates. So that's another thing to consider because if you're trying to buy a practice, but then you want to buy the home beforehand, let's say you're looking to buy a million dollar practice.
That's a pretty standard average number. In that scenario, most banks are going to want to see that you've got about 70, 000 liquid. So using this example, if you're buying a home that is. 500, 000 and you're trying to put 20 percent down to secure the lowest interest rate in the best terms for yourself, then that 500, 000 home is going to cost you 100, 000 of your liquidity.
So you really want to avoid a situation where you're buying a home, you put money down, which completely drains your liquidity position because that is going to then put in danger your ability to buy a practice until you build that back up to about the 7 percent range of the practice that you're looking to acquire.
Michael: Okay, so when it comes to that liquidity and financial health, what advice do you give? about maintaining financial health and liquidity when taking on significant investments like a home or a practice and how can they avoid overextending themselves?
Morgan: That's a great question. And to be honest, the answer is pretty nonsensical.
I grew up on a farm in Oregon, right? Pretty conservative, from a fiscal standpoint where I was raised to not carry debt. That was just, How it was, you pay your bills on time, you don't accrue debt. And we're seeing the average dentist and doctor come out with 400, 500, 000 of student loans, sometimes six, 700, 000 for specialists.
So a lot of people have that mindset of I've got to pay this down, that's how they were raised. That's the mindset that they have. If you're looking to buy a practice. Well, and a home, I guess you're looking to buy a practice, soon after graduation, maybe you're going to associate for six months, a year, two years.
You've got to put yourself on that income based repayment program. I know it's painful. sometimes you're going to watch the balances rise during that short period, but it's a means to an end because you need to start stacking your liquidity, stacking cash. To get to that 7 percent mark. So let's say you come out of school, you've got 400, 000 of student loan debt.
It's stressing me out, but you do know that, Hey, I've got my eye on the price here. I know that making 150, 000 as an associate is not going to, pay down that debt quick. It's going to accomplish my goals of, saving liquidity to be able to buy a practice. Because if you buy that million dollar practice, now you're looking at income levels, likely of 300, 000 plus.
So the way I talk to my doctors is, put that out of your head, right? When you get out of school that, Hey, that loan balance on the student loan might be growing a little bit, but this is a path to being able to get out of debt sooner because I'm going to put in a position to be earning more money.
Then I'll go pay down those debts as I'm bringing in more income for me and my family. So that'll help you accomplish not only the goal of buying a practice quickly, But also buying a home because liquidity is the name of the game for both of those products.
Michael: Gotcha. Okay. I like that.
So given like the fluctuations in real estate and business markets, how should practice owners weigh the timing of these purchases? Are there economic indicators that should heavily influence their decision?
Morgan: I try to stay away from looking into that crystal ball because this is such a unique time, with so many homeowners holding on to their houses because they're, in a 30 year fixed rate at 2.
- That's what I got in at back in 2018. If I was to try to sell my home and buy a similar house at today's rates. I've been taking on an extra 1, 500 to 1, 800 a month in monthly payments, So my advice to doctors is look at their current situation, prioritize what is the most important thing for you and your family.
Is it buying a home? Is it buying a practice? Do I need to relocate? I also try to tell my doctors to go back and look at history. I'm kind of a nerd when it comes economic history. So if you look at the prime interest rates in 1980, 1981, they were upwards of 20%. So I think that a lot of us got very spoiled, coming off of 2008, 2009.
Coming off of the pandemic, lenders and the Fed were basically giving money away. The cost of funds for banks were down near zero. So you were seeing people secure these mortgages at two and a half, three percent, three and a half percent, which historically is just. Not relevant, nor is it sustainable.
So if you're able to get in right now, The fed just came out and said, Hey, the indicators are that inflation has slowed. He's indicated that we are going to be lowering rates. The prime interest rate, maybe multiple times this year and into next year.
So if you do have a little bit of time to wait, I am a believer that interest rates will be coming down a little bit, but at the same time, if you're able to get a 30 year fixed interest rate, or maybe you're confident that rates are going to go down in the future. You could get a 30 year amortization that keeps your payment low, but only lock that rate for five years.
So you would have to refinance before five years. But there's usually as much as almost a full percent discount to that interest rate, if you're willing to take that shoulder money. So right now you can likely get into a home for five, five and a half percent interest on one of those adjustable rate mortgages, which historically is incredibly low.
So I tell people to not get too wrappedup in the past or the future because all you can do is live for right now and what you and your family need to do over the next year or two. And quite frankly, in this crazy world, nobody really knows what's going to happen. There's so many, global factors involved.
There's elections involved. There's all kinds of things that you can't control. So you need to focus on what you can control. And that is Hey, I found this house that I like, the mortgage rate is this, that equals this payment. Am I able to afford that? That should be the bottom line. You shouldn't start speculating about too much in the future because then you're going to get, decision paralysis, which, in my world doesn't usually lead to the best decisions.
Michael: Nice Morgan. I appreciate it and appreciate your time as well. And if anyone has further questions, you can definitely find them on the dental marketer society, Facebook group, or where can they reach out to you directly?
Morgan: I try to make myself super available. So, Name of our bank is provide.
My email address is just Morgan at get provide. com. You're also welcome to text me. I don't mind giving out my cell phone number. Set up a time to speak that's five zero three. 686 3284.
Michael: Awesome. Thank you so much. That's going to be in the show notes below. And Morgan, thank you for being with me on this Monday morning episode.
Morgan: My pleasure, Michael. Thanks so much.
Want to learn how to effectively communicate with your patients and hire the right team for the job? In this episode, I do a deep dive with Gene St. Louis, a seasoned dental practice consultant, to uncover the secrets of exceptional practice management and growth. Gene kicks off with an overview of her business, explaining its pivotal role in consulting both established dentists and startups to elevate their productivity and organizational systems. Transitioning smoothly into practice-specific challenges, she shines a light on common pitfalls like unscheduled treatments and underutilized recall systems. Gene presents actionable strategies for mitigating these issues, advocating for team-wide efforts rather than overloading the front desk and underlining the need for disciplined, evidence-based management.
Gene doesn't stop there. She emphasizes the importance of meticulous staff hiring and training, elaborating on methods to screen resumes, check references, conduct background checks, and even use personality assessments like Myers-Briggs to align hires with the practice philosophy. Through engaging examples, Gene illustrates how targeting past experiences and conflict resolution abilities in interviews can cultivate a harmonious and effective team. In a dedicated segment for new dental graduates, she shares critical financial planning advice to distinguish whether starting a new practice or acquiring an existing one suits their condition best.
What You'll Learn in This Episode:* How to implement effective strategies to address common failings in dental practice management. * The significance of scheduling protected time for patient follow-ups to enhance efficiency. * Key techniques for best practices in staff hiring and consistently optimizing team performance. * The steps to conducting meticulous due diligence and transition processes during acquisitions. * Financial planning insights specifically tailored for new dental graduates, regarding starting versus acquiring practices.
Let's listen in to Gene St. Louis and grow your practice!
Sponsors:
Gusto: Dentist payroll for the modern practice. Gusto’s cloud-based software provides all the payroll and HR tools you need to run your dental practice efficiently. Having it all on one platform keeps our prices low, and makes your job so much easier. Enjoy best-in-class support, benefits like health coverage for your team, and more. Visit or copy and paste the link here for a special offer! https://gusto.com/tdm
Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/
Guest: Gene St. LouisBusiness Name: Gene St. Louis ConsultingCheck out Gene's Media:Website: https://www.genestlouisconsulting.com/
Phone: 866-200-3217
Email: gene@gstlconsulting.com
Other Mentions and Links:
Practice Management Software:
Eaglesoft
Dentrix
PracticeWorks
Open Dental
CareStack
Books:
How to Win Friends and Influence People
The 5 Love Languages: The Secret to Love that Lasts
Communities:
Dentaltown
Personality Tests:
Myers-Briggs - Temperament Test
Brands:
Fortune 500
Hallmark Cards
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
How can you, as a dentist, truly make a difference in your profession through organized advocacy? In this episode, Dr. Bob Dee shares vital insights into the inner workings of the American Dental Association (ADA), emphasizing the power of active participation over passive membership. Dive into a comprehensive discussion on the strides the ADA is making in political advocacy for the profession. Discover how influencing legislation, like dental loss ratio and Medicaid laws, directly shapes the dental industry and enhances patient care quality.
Dr. Dee also tackles big topics such as corporate intrusion into healthcare, offering a vigorous defense of the dentist-patient relationship’s personal nature that corporate entities can't replicate. While concerns exist about the efficacy of membership and communication within ADA, Dr. Dee reveals a determined vision for positive organizational change. Don’t miss out on practical advice on joining advocacy coalitions and learn about the exciting upcoming Digapalooza event that promises valuable insights from industry leaders.
What You'll Learn in This Episode:* The benefits and importance of actively joining the ADA. * The ADA's role in critical legislative changes such as dental loss ratio and Medicaid laws. * Dr. Dee's perspective on the unique gifted relationship between dentists and their patients in comparison to corporate healthcare. * Practical steps on becoming more involved in dental advocacy. * Upcoming industry trends and why it’s crucial to stay informed via events like Digapalooza. * A deep dive into the real impacts of your active participation in organizations like the ADA.
Take action and tune in to understand how your dedicated involvement today can create a thriving future for the entire dental profession.
Sponsors:
For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
You can reach out to Dr. Bob Dee here:
Website: https://dentistryingeneral.com/
YouTube: https://www.youtube.com/@dentistryingeneral
Facebook Group: https://www.facebook.com/share/L5bCmGf8oKHcH3yH/?mibextid=A7sQZp
Digapalooza Event: https://pay.dentistryingeneral.com/MondayMorning ($400 Off for Our Listeners!)
Mentions and Links:
Events:
Digapalooza
Organizations:
ADA
Videos:
Dr. Dee's Video on Medicaid Laws
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Bob. So talk to us. What's one piece of advice you can give us this Monday morning?
Bob: As we discussed off the air, the one advice I can give you definitively is to join the American Dental Association. And that comes from someone who criticizes them on a regular basis.
Michael: So let me ask you this why join them and what do you criticize them about
Bob: first of all, let's talk about the positives I don't like to talk about Negativity first, everybody can improve things, right?
so why should you join the American Dental Association because for a hundred and sixty three years dentists like myself have contributed to building this huge organizations. We are the fourth largest lobbying power in Washington, DC. Think about it. Hospitals, physicians, all these physical therapists, all these health care organizations.
We are the fourth largest. Representatives and senators and politicians know our lobbyists by name. So it is important for us to have proper representation. The government will bring different, ideas to the table. There are a couple of them going on right now that we should be opposing. And we need to have a voice there.
So if you do not join the American Dental Association, and if you do not contribute, do not just write a check and go to your offices and say they don't do anything. We need to get involved. We need to have a voice within organized dentistry. It's basically for advocacy.
Michael: We're advocating for our patients first. and then the profession. Our oath is to the,patients and then the profession. So that's basically why we should, join. Why do I criticize them? I don't criticize them to weaken them. I criticize them to make them better.
Bob: Every, time we, as an advocacy coalition, criticize them is an opportunity for them to correct things and be stronger and attract more people. For me, lack of communication between what the American Dental Association does and the members, that'sbeen an issue. Also lack of focus. To what is important, for the benefit of our patients and the benefit of the profession.
I feel like we need to reiterate to them what is important so they can concentrate better.
Michael: So you mentioned that we need to participate more and not just cut a check and then, you know what I mean? go back to practicing, but then you also mentioned there's a lack of communication. So do they even listen?
Bob: If we participate.They are listening. I guarantee you that they are listening. I have this facebook group dentistry in general. They are part of it. I have heard that they are listening and they are making some changes. Is it fast enough for most people? I don't know. That's why I have created this advocacy coalition that includes 30 people past present American Dental Association leaders and well known people within the dental community to help guide them.
We have a platform, a six pillar platform that we have presented to them, and we're going to be at the House of Delegates Trying to contribute positively. I want everybody to understand we're not here to weaken the American Dental Association. This is all for making them stronger.
Michael: Gotcha. Okay. So it's more like we're just sometimes, downhearted because it's not moving at the speed of our expectations.
Bob: there is a, myth that the ADA can do everything. This is a capitalistic system that we live in, right?
Michael: There
Bob: are laws and there are rules that when a dentist Criticizes them that oh, why can't we have the insurance companies pay more? That's not the job of the American Dental Association That's illegal.
We cannot to have Another company pay us more. These are things that we cannot control. A lot of times dentists criticize the ADA for things that's out of their control. Obviously they're struggling and they see their patients being affected. So we naturally want these things to happen, but we need to be realistic.
The way we can affect all the things they want is by making sure we know what legislation to support. what issues we can push through the politicians through legal ways to make a positive effect.
Michael: Gotcha. So then what can they control in simple terms and what issues right now do you see most trying to push?
Bob: Right now two of the most important things is the dental loss ratio, which is identical to the concept of medical loss ratio that the Affordable Care Act brought for medicine. We want the DLR for dentistry. Unfortunately, ADA, in my opinion, agreed to a plan that is not What we should have agreed to so we need to be outspoken and we need to be involved in creating the better than a loss ratio one that was passed in massachusetts Called question two a lot of this information is on my youtube channel on my facebook group So if people need to find out more and educate themselves contact me educate yourself These are the most important things You that are affecting our profession and our patients.
That should be the number one thing. We advocate for patients first, not for ourselves. And the second thing is Medicaid laws are being ignored in every state and people will say, why should I even worry about Medicaid? I'm fee for service. I'm a PPO. I don't take Medicaid. Medicaid laws dictate.
every insurance law that there is. As Medicaid goes, so does the private insurance.
Michael: Gotcha. So we should be focused more, especially if we're heavily insurance, but like Medicaid.
Bob: We shouldn't be focused on it, but we should look at states to enforce Medicaid laws that are there. I have a YouTube video on this subject that goes into details of what it means.
All we want is to prove to politicians that this is good for the patients and let's enforce it.
Michael: Okay. And so doing this. The first steps, if we're like, ah, should we join? Should we not join is joining, right? Continue to join, continue to be a part of it. And then now, if we wanted to start having our input into it, we do what?
Bob: The alternative is what? Sitting on social media complaining about our problems, right? And what's going to happen? Nothing. Zero is accomplished by not joining, So joining and getting involved is important, and then support the coalition. Dentistry in General Advocacy Coalition will be out there presenting ideas.
It's not a, organization that collects money. I'm covering all the costs because I don't want people to think that this is a profit generating organization. This is to help younger dentists. For years to come. We want to make sure the profession is protected and our patients are protected.
Michael: Gotcha. So right now, Bob, me a percentage from one to a hundred? How much of a percentage do you feel protected and your patients protected?
Bob: Listen, we are fighting different wars on different fronts. The corporate intrusion into healthcare is something that everybody knows about, We have insurance companies. That's another corporation intruding into our profession and into our patients well being. So for me, to put a percentage on it, I'm an optimist, right? I'm a, Glass half full. I say something that a lot of dentists rolled their eyes at me. We are a lot like. Hairstylist, Then doctors. Why? Because you will drive two hours to see your hairstylist The personal relationship dentists form with their patients is very important to them. So I still believe we have a chance. of keeping corporate intrusion at bay.
We can't prevent it. It's there, However, if you create this professional and compassionate relationship with your patients, they will travel to come to you, but they also pay out of pocket to be out of network with a lot of these insurances. So it's important to understand that. So I would say We are still 80 percent strong, my friend.
Some people may be less optimistic as I am, but we want to make sure we keep it at 80 percent and we're not going to go down the road medicine took.
Michael: Gotcha. Okay. Awesome, Bob. I appreciate your time. And if anyone has further questions, you can definitely find them in the dental marketer society, Facebook group, but where can they reach out to you directly?
Bob: The easiest way to reach out to me or join my Facebook group is to go to my website, dentistryingeneral. com. There are two buttons, you can join the Facebook group, you can look at our event, and there is a chat button there that whatever you want to ask or comment, it comes right to my phone and we can talk.
Michael: Gotcha. And then you also have I
Bob: call it the Digapalooza, I try to bring speakers that are well known and are all stars. It's October 25th and 26th in the Chicago area. I say Chicago area because it's not downtown. It's 20 minutes away from downtown in a upscale mall. we have a very attractive lineup of speakers for two days and for your listeners, as I told you I still offer the early bird, which is 400 off and I can give you the link that you can share with your audience.
Michael: Oh, we appreciate that, man. Thank you. So that's going to be in the show notes below the information for Digapalooza and at the same time, the early bird special So thank you so much, Bob, for that. And I appreciate you coming by and thank you for being with me on this Monday morning episode.
Bob: Thank you for having me.
Have you ever considered what would happen if we treated our patients like consumers instead of just patients? In this compelling episode, I'm sitting down with Jennifer Stoll, the Vice President of digital commerce excellence at Henry Schein, to dissect this transformative notion. Jenn dives into the heightened patient expectations regarding convenience, transparency, and personalized service and examines how adopting a consumer-focused approach can vastly improve dental practices. This insightful conversation deep dives into overcoming existing challenges and leveraging new tech and patient engagement tools to breathe new life into your practice.
Beyond just discussing the theory, Jenn brings practical strategies to the table for practitioners ready to adapt to this evolving landscape. The episode explores the synergy between changing patient expectations and the pivotal role businesses like TDSC play in helping practices meet these elevated demands. If you care deeply about comprehensively enhancing patient experiences, this episode supplies actionable insights you can start implementing today!
What You'll Learn in This Episode:* Why adopting a consumer-focused approach is key for modern dental practices. * Emerging strategies for integrating convenience, transparency, and personalized service in practices. * The challenges practices face in adopting a consumer-focused mindset. * How technology and patient engagement tools can elevate patient experiences. * Changes in patient expectations and how to adapt to meet them. * The essential role of businesses like TDSC in the evolving dental market.
Ready to revolutionize your approach by treating patients as consumers? Hit the play button and let's listen to what Jenn has to say!
Sponsors:For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
Guest: Jennifer StollBusiness Name: The Dentist Supply CompanyCheck out Jennifer's Media:Website: https://www.tdsc.com/
Other Mentions and Links:
Tools/Resources:
DentalPlans.com
Henry Schein One
Henry Schein
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Are you a provider or a healer? In this warm and insightful episode, Dr. Alan Stern shows us the transformative power of leading with love and empathy, seamlessly balancing professional duties with genuine human connection. Dr. Stern shares actionable advice on nurturing compassion in the most trying situations, offering vivid examples of handling conflicts empathetically, whether with team members or patients. He imparts deep wisdom on how these principles not only foster better professional relationships but also personal growth.
Throughout our conversation, Dr. Stern also shines a light on the importance of self-compassion and the value of learning from our mistakes. He passionately advocates for reframing how we view our roles—from merely providers and professionals to empowered, evolving healers. By the end of the episode, Dr. Stern extends a heartfelt invitation to listeners to continue this pivotal discussion, emphasizing that both empathy and professional growth can flourish in tandem.
What You'll Learn in This Episode:* How to lead with love and empathy in challenging office environments. * Ways to maintain your humanity in an increasingly digitized world. * Effective techniques for resolving conflicts with team members or patients empathetically. * The vital importance of self-compassion for personal and professional growth. * The powerful shift from seeing yourself as a "provider" to a healer. * Real-world examples of balancing compassion with professional challenges.
Boost your journey with empathy and stay attuned to our core humanity by listening to this episode today!
Sponsors:
Gusto: Dentist payroll for the modern practice. Gusto’s cloud-based software provides all the payroll and HR tools you need to run your dental practice efficiently. Having it all on one platform keeps our prices low, and makes your job so much easier. Enjoy best-in-class support, benefits like health coverage for your team, and more. Visit or copy and paste the link here for a special offer! https://gusto.com/tdm
You can reach out to Dr. Alan Stern here:
Website: https://betterricherstronger.com/
Email: alan@betterricherstronger.com
Facebook Group: https://www.facebook.com/groups/betterricherstronger
Mentions and Links:
Brands:
UPS
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Alan, so talk to us. What's one piece of advice you can give us this Monday morning?
Alan: Michael, thank you. The one thing I would like people to think about in a digitizing, commoditizing, depersonalizing and often dehumanizing environment we live in. we got to remember to approach our work with love in our hearts because when we have love of humanity.
And love of humanity is not the same as the love of our spouse, love of our children, love of our parents, siblings, et cetera. But if we love the people and extend love out to our teams, to our patients, to the UPS guy, to the mailman, to anybody, life gets a whole lot better. We forget sometimes when we're trying to do that perfect crown prep or when the endo just isn't right.
Or if, oh my heavens, a crown falls off, we go into offense, defense, right? If we approach people a little bit differently and just be in there to love them to listen to them and to treat them as human beings who are scared or anxious, all of a sudden, we become healers. We're no longer providers. I hate that word, Michael.
Providers, we are practitioners of a profession. And we know that and it emanates from the pores of our skin. Life gets better. But it's got to start, Michael, with yourself. You have to look in the mirror each morning and see something really good, a well trained, well intended human being who's not perfect and never will be, but gets out there and gives with everything they've got from their hearts, from their minds, and from our well trained hands.
Love in their heart is the magic ingredient, Michael.
Michael: Gotcha. Okay. So then if you can give me descriptors of what this four letter word love, looks like specifically. Yeah. a scenario of a. Practice owner with their team. And then in the scenario with their patient,
Alan: Beautiful. All right.
So a team member screws up. Why wasn't that scanner set up right on that table? Alice, the assistant, what the bleep is going on with you? That's how not to do it. That's a tug of war, that's a power struggle. That's the owner dominating and saying, Bam, I'm in charge here, you better listen. Because you and I both know that doesn't work.
That's one of the reasons for massive turnover in dentistry today. How about this? Hey Alice no big deal. the scanner wasn't set up quite right. And we had to spend a little more time. Alright, we got through it. Tell me what's going on. How can I help you? So that everything is exactly the way we need it to be or as close as possible Tell me what's going on and alice might say oh man doc, I got a lousy night's sleep My baby was up all night or heaven forbid, you know, I got into it with my spouse That's cool alice.
And by the way If you need five minutes to air it out, I'll listen to you. I'll sit down with you at the end of office hours. And if you need an outlet, I'll be there for you because I'm there for you, just as you are there for me. We need each other and we support each other. Align with the problem. Don't talk back and forth, Mike.
Align Alice, the assistant with the problem that she had, get to the why and help her figure it out
With a patient. Dr. Arias, That tooth didn't hurt until you started drilling on it until you did I had no problem at all doc and you can say I work to the standard of care and if you hadn't been so negligent and stupid if You had invested in a simple toothbrush.
This wouldn't have happened
Mm we could send that passive aggressive message in many different forms I'm being a little cute But how about this? Hey, Michael McNasty, I understand. Oh my goodness, your tooth hurts. Did it keep you up at night? Yeah, it did, Doc. Oh my goodness, nothing worse.
we gotta get you out of this. Let's get you back to the operatory. Let's sit you down. We'll take an x ray. We'll take a look at what's going on priority one right now. Let's get you out of trouble. You good with that, Mr. McNasty? Yeah, alright. So now you have empathized with him, instead of confronting him and just saying, dope, don't you know you get inflammation when you drill on a tooth?
you let it go so deep that your tooth blew up. Not my problem, but instead it still isn't your problem, but you are doctoring him. You are helping him heal Both emotionally and of course dentally and you may go on to explain to him the reality that 94 percent of the time When you drill on a tooth nothing happens, but just like in surgery when you cut somebody open There's inflammation around that surgical site and you could gently explain to him that this is how it goes with a tooth but first and foremost Align yourself with that patient, empathize with the problem because the patient is hurting.
The patient is angry from being up all night, who wouldn't be? And also the patient in the back of their minds is thinking, this is going to cost me more money. And they're thinking falsely. This wouldn't happen if Dr. Arias had not talked me into doing that cavity.
Michael: I like that a lot. So I guess. Whenever these scenarios come up, it's easy to have that motivation to say these things when we're having a wonderful day, right? It's, a beautiful day. I woke up great. Everything's going good. And you're like, you know what?
Not everything's bad. Flip side, we're having a horrible day, horrible week, right? Somebody just quit, we've been patient with someone, another team member, they didn't care, spouse, family, I don't know, all these things, and then this patient comes in like this, and now we're at our wit's end, how do we know then, Alan, whether we're replying in a fantastic, loving way, or we think we're replying in a loving way, but then we blanket it where it's I'm just giving you the facts.
Alan: Sit down for this one. Because you're gonna blow it every now and then. You all have bad days. And, leading with love means loving yourself first and you have to forgive yourself. Michael, that happened to me. Shortly before I sold my practice and retired, the denture bag lady came in and you know what I'm talking about.
and I really thought that I had the answer for her. And I was patient. She also was mentally ill. And I knew that going in, she was referred by a friend of mine, a dental colleague, and I was having a bad day and I snapped and I said, nothing more I can do. I'm giving you your money back.
Please find somebody else. literally at the end of the day, I was very upset with myself I wasn't my best self that day, but we do have a filter. We do have an executive brain that if we are careful and we can recognize, wait a minute, what good is going to happen when this verbiage comes out of my mouth.
If we just keep our filters on but we have to be forgiving enough with ourselves And compassionate as compassionate with ourselves as we need to be with our patients and with our families. Sometimes you're going to blow it. You're not perfect get over it, but forgive yourself learn from it and move on can't undo that.
Michael: Yeah, so you can't be dwelling in it. So it sounds like alan a good indicator You Whenever you start feeling like this like you're about to blow a gasket or something or anything like that. Two things, right? What good is going to happen when I say this, but before that, what you said, ask ourselves, what would love look like in this situation?
Yes. And then go with that.
Alan: Very good. Exactly. And sometimes your best friend is time. So when you're feeling that, with me, it's in my upper thorax and in my throat, I feel that stop, say nothing, pause. It's okay to take a moment to reflect on what was said and even use my three magic words. Tell me more. And that will allow the upset assistant or maybe the assistant who's demanding this, that, or the other, and you can't give it to them. Tell me more. And let 'em drain their limbic system. Let 'em get it all out. Get to the bottom of the issue as you process and ponder, what can I do here that will result in something good?
Michael: How do you not dwell on this? Let's just say you did do that. All that happened, they walked all over you. They felt like, okay, he listened. Thank you, Alan. But then in your mind, you're like, Oh, I could have said this. I could have said that. And then you start playing the scenarios in your head.
Alan: Although it's already
Michael: passed.
Alan: So instead of saying, I blew it, say, what did I learn from this? What can I do better next time something like this happens? you can't turn the clock back. Look, we could turn the clock back, you and I would be in different positions maybe than we're in now, but you can't.
So every mistake you make. I read this from Adam Grant, there's no such thing as win lose. There's such a thing as win learn. So if we can learn from things we can do better and get that phrase, I blew it out of your head and say, all right, it's done. It didn't turn out good.
And yeah, I'm going to feel lousy about it for a period of time. I accept that and I'll let it pass, but what did I learn from it? And then the other thing to heal yourself. is go to your Google reviews, please. Because an overwhelming majority of people have great things to say about you. And look at that and see yourself the way most others see you.
As something really good. if one person thinks you're lousy, and 999 other Google reviewers or people you know think you're wonderful, who do you think is right? And if you're questioning your own self worth or self efficacy, and you see 999 Google reviews that say, Dr.
Arias is the best thing to come to dentistry or come into my life, who are you going to believe? 999 or two.
Michael: Yeah. The 999. Any final pieces of advice that you can give to our listeners about this?
Alan: Yeah. I would like you to understand that doctor is not provider. Get that word out of your vocab.
You're a doctor. You didn't go to provider school. You went four years and how many thousands, hundreds of thousands of dollars to become something special. You were a healer. You're a professional. You do the right thing. And you're a practitioner. That means you're practicing. That means you'll be better tomorrow.
And you are today and just keep growing, have a growth mindset and don't let anybody convince you that you're anything other than something very special who does sacred work in the world.
Michael: I love it. Alan, I appreciate your time. And if anyone has further questions, you can definitely find them on dental marketer society, Facebook group, or where can they reach out to you directly?
Alan: Reach out direct to me, Alan, A L A N, that better? Richer stronger. com My facebook group is better richer stronger find me any way you can I will speak to you I will give you a half hour of virtual coffee whenever you'd like
Michael: Nice, so that's going to be in the show notes below and definitely reach out to alan and alan Thank you so much for being with me on this monday morning episode.
Alan: My absolute pleasure michael
How did a small-town dental practice transform into a flourishing five-doctor operation? In this episode, Dr. Collin Myrick unpacks the impressive growth of his dental practice, nestled in DeFuniak Springs, Northwest Florida. Dr. Myrick shares his journey from humble beginnings to a leading community-centered practice. He underscores the pivotal influence of his upbringing and education, revealing why meaningful community connections are the backbone of his success. As someone passionately committed to delivering comfortable, high-quality care, Dr. Myrick illustrates the significance of community engagement and patient advocacy in thriving practices.
Dr. Myrick discusses the rewarding challenges of running a practice in a small-town setting. He addresses the hurdles involved in recruiting talented staff and shares how he created a dynamic, values-driven culture focused on servant leadership and patient advocacy. Discover the strategic advantages of his marketing tactics, centered on robust community presence and stellar patient experiences visible through Google reviews. He also recalls organizing impactful events like Give Kids a Smile Day, drawing community ties closer, and emphasizes their critical role in the practice’s reputation and patient retention. Wrapping up, Dr. Myrick offers a peek into his plans for the future, detailing essential financial and logistical steps for successful expansions and his advice for budding practice owners.
What You'll Learn in This Episode:* The secret behind transforming a small-town dental practice into a multi-doctor success story. * Ways to leverage your upbringing and education in building a vision-driven practice. * How to establish strong community connections and their impact on practice growth. * Techniques for recruiting and retaining top-tier team members in rural areas. * The essence of creating a value-driven, engaging team culture. * Insights into Dr. Myrick’s marketing strategies prioritize internal referrals and online presence. * The significance of community service events in enhancing a practice's reputation. * Key considerations for launching a new multi-specialty dental practice.
Ready to get into team culture, expansion, and leadership with, Dr. Collin Myrick? Let's jump in!
Sponsors:CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: https://thedentalmarketer.lpages.co/carestack/
Guest: Dr. Collin MyrickPractice Name: DeFuniak Springs Family DentalCheck out Collin's Media:Website: https://defuniakspringsfamilydental.com/
Email: collinmyrickdds@gmail.com
Instagram: https://www.instagram.com/collinmyrick/
Facebook: https://www.facebook.com/collin.myrick
Other Mentions and Links:
Terms:
Wall Street Journal Prime Rate
Businesses/Services:
Darkhorse Tech
Tools/Software:
Open Dental
Flex Dental
Dentagraphics
Dentist Job Connect
Podcasts:
Practice Underwater Podcast (Now "Shared Practices 2.0")
The Dentalpreneur Podcast
Organizations:
ADA
UAB Dental School
People:
Dr. Mark Costes
Dr. Paul Goodman
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Could there be a better way to do dental implants? In this episode, we have Dr. Michael Lowe, the mastermind behind Tefball, a groundbreaking product for improving the dental implant experience for Doctors and patients. Dr. Lowe shares his compelling philosophy on success, where he underscores the necessity of vision and hard work over monetary ambitions. Dive into his fascinating story—from the hurdles of prototyping and selecting materials to his choice of VersaFlex, catapulting Tefball to the top tier of biocompatible elastomers in dentistry!
Throughout our conversation, Dr. Lowe opens up about the reception of Tefball within the dental community, showcasing how it revolutionized practice procedures and positively impacted patient outcomes. Far beyond theory, this episode offers actionable insights and strong encouragement for listeners to cement their visions into realities. Tune in to absorb this blend of dental ingenuity and entrepreneurial spirit, and discover how you can elevate your own goals with persistence and innovation.
What You'll Learn in This Episode:* Why a clear vision transcends financial motives in achieving success * The iterative journey of creating Tefball and selecting the right materials * Challenges faced and obstacles overcome during the product development of Tefball * Tefball's reception by the dental community and its impact on both practice efficiency and patient care * Dr. Lowe’s expert advice for aspiring innovators and those looking to bring their vision to life
Don't miss this opportunity to transform your approach to both dentistry and your personal ambitions!
Sponsors:Gusto: Dentist payroll for the modern practice. Gusto’s cloud-based software provides all the payroll and HR tools you need to run your dental practice efficiently. Having it all on one platform keeps our prices low, and makes your job so much easier. Enjoy best-in-class support, benefits like health coverage for your team, and more. Visit or copy and paste the link here for a special offer! https://gusto.com/tdm
You can reach out to Dr. Michael Lowe here:
Website: https://tefball.com/ (TDM15 at Checkout for 15% off!)
Instagram: https://www.instagram.com/tefball/
Mentions and Links:
Products:
VersaFlex
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael Arias: Hey, Michael. So talk to us. What's one piece of advice you can give us this Monday morning?
Michael Lowe: I'd say you got to have a philosophy of what you're trying to do and stick with it. So it's kind of a vision of what you're trying to create. What you see that being and then just work really hard towards that I wouldn't look at it as a number.
Michael Arias: Don't say oh I gotta have, 000, you know, da da da, Because I don't think that will get you the happiness at that point, but I think having an idea of what you wanted to create, that's the outcome? Perfect.So have the idea first instead of the logistics or the money behind it.
Michael Lowe: Have the vision of what you want it to be. what you're trying to create, what you want it
Michael Arias: to be,
Michael Lowe: I think you got to have a vision and I don't think visions of money is necessarily going to get you there or be fulfilled when you get there.
Michael Arias: Is that something you feel like happened when you created Teff ball?
Michael Lowe: Kind of, I would say that it came out of like a problem because when you're restoring an implant. You have that cover screw in the abutment there, you got to cover it up before you restore with the crown and whether it was like cotton or Teflon tape or something of that nature is always, I found it really cumbersome to get in tricky to get in waste of your time.
And then that was one problem, but the biggest thing was like the issue of it being like stinky, full of bacteria, retained moisture, just didn't make any sense that that was like a standard of care. and there was no reason for it. It was just the way it is. No one ever gave me a good reason why we did that, because it was like such a, the weakest link the whole process of restoring and implant dentistry because you have it's so sterile coming with the packages for the implant and then when you're placing it you got to make sure everything's clean and going all the way down the line and then this is it at the end And then you have this piece of garbage you're putting inside that you took off the shelf at a hardware store. It's like,it didn't make any sense. maybe the first time I saw it in schools like, this is like allowed, everything else was so controlled, I couldn't just go grab anything I wanted and use it, a store.
But this was the one thing. that came out of the idea based off of just wanting to do something new. Better for my patients. So I guess took me a while to come up with the idea, but I had something in my head that I, I got to do better. So The vision process just took a long time to formulate years after I graduated, but same idea.
Michael Arias: Yeah. Man, it must have really Really bothered you so given your background in likedental implants have you noticed any changes in post procedural healing or patient satisfaction related to its use of TIPL?
Michael Lowe: they don't No, beyond just, does it feel good kind of scenario?
Right. But what they always do know is if you ever have to take, say, tighten screw or replace it or any reason need to get in there later, they will always make comments like, well, that smelled bad, that is a very common thing I've heard through the years. So I would say that would be the one thing I've noticed is now I don't get that comment because this you know, it's anti microbial. It doesn't absorb moisture, so you don't have that same problem. if you took out any of those other materials before, it's like a nice black thing, but now it retains its original color because it doesn't absorb all that bacteria.
is the only thing in the world right now I know of you can place in there that's anti microbial.
Resistant to bacteria.
Michael Arias: Yeah. So this is an interesting vision that you had, man, because like felt like from the beginning it was like, ah, this is the only thing we can go out and buy. when was the turning point in your mind where you decided I need to start making this happen because I don't see it anywhere else?
Michael Lowe: Yeah. Yeah.I graduated and this is my 15th year now. five years after I graduated, I think it was when I came up with the first need to do this. I have an idea about it. Then I came up with like a very basic, idea of the shape and everything, but it wasn't until another, I would say two years later, I had the finalized shape, to go in there.
Cause it needed to be something that would be able to put it in really quick and easy. And then also, be snug. And so you don't get composite or filling material flowing around it, contaminating that screw. and then also fast forward years after that, you have to go through prototypes.
And get models made. Like, okay, does it work? Does it work? Okay. I like this. even simple things along the way, like the color, I used to have it clear 'cause I'm thinking everybody wants this clear in my head. But then after I test a few times, the remark was it needs to be like white, a solid white color.
I'm like, okay. So that would be a change. why white? I think 'cause from an aesthetic, people like that color, so say. If you use a zirconia it would help with that color. I think I made it black at one point too before I did that So I think white because it's clean and because of the aesthetic.
Michael Arias: Ah, okay. That's interesting. So then Were there any other materials considered? And how does this particular plastic enhance the durability and biocompatibility of the, product?
Michael Lowe: Initially, I thought I was going to make it like a silicon Teflon kind of material because I didn't know.
I thought that's just what it is. So when I initially had the prototypes done, that's what it was made out of. And as time moved on and I tried to do, like, say,make more than one every day. Cause if it was ever going to get to the point where I wanted people to use this, you can't make something that slow cause it costs too much money.
So I had to think of a way that I could first of all, make it in a larger volume, so you need like a micro molding center, which I discovered. So that took me two odd years to find someone who could make it because it's so tiny. It's very small because you know, the diameter of that. Implant is roughly around one and a half millimeters, right?
So it was through the manufacturing processes where I changed the material. And it was a good thing because I ended up with a better material because I ended up with this company that produces medical devices and they're like, this is what we use. It's called VersaFlex. So it's like a. Elastomer. I shouldn't be using the word plastic because implies, Oh yeah, like bottle, you know, or something plastic is a general term, but it's like the elastomer, I think is a better way to say it because it's biocompatible and it's something they would use and devices they would, Either be embedding or just in a hospital setting.
So that's where this VersaFlex material came in. Because you also need it, to be produced at a volume that could help try to get the cost down, which is what I'm trying to do. that's the hardest part trying to get the cost down.
Now, like you can make things. if you went out there tomorrow and tried to make a new widget, you'll find like, I can do this, butif the everything else people have been using is a fraction of the cost, it's really hard to get anybody to adopt to it. Even though it's we know it's better.
probably pay for itself because how quick it is to put in and take out, your chair time savings will, Pay for itself over the course of a year and all those minutes that build up. So whole idea is about just doing likebetter service for patients, but someone told me along the way like, well, people aren't really going to care enough about that when we cost more.
So you got to figure out another. people do this but I was just concerned with being better for the patient and glad it is because of that we can manufacture it And that's where I tried to get the cost down.
So still it's four dollars a unit,
Michael Arias: Yeah, okay. No, that's good. That's good. So then that's how it improves the efficiency in a practice, right? It's quicker. better for the patient to patient doesn't see that much But with somebody else who's doing this be like, oh, yeah This is way better
Michael Lowe: I don't think so.
I've said it to enough people now along the way that general consensus is it's better, I have had some testers that are blind and their name's not fixed, so I'll never know who it was and give me a feedback.
So like, consensus is, They like it. my only, competitor is price, but it is better, it's not more money at the end of the day if you factor in everything I just talked about.
Michael Arias: Yeah, okay. are there any misconceptions or resistance when introducing Teplot to other?
Michael Lowe: One is the cost thing, because that's a comment.
Why would I do that I can't argue that point because you're right. It's not the same price as a piece of plumber's tape,
you can't solve modern problems with old pricing.
But like I said, you can offset it with time savings. ultimately I think your end goal is going to be better anyways, because if it's a better material selected in there,you're better long term success.
first of all, there'll be less micro leakage on the implants, not absorb that moisture. So you're going to have less. Bone loss healthier pockets associated with implants, which will increase the long term success of them and alsoI think dentists understand the relationship between oral health and systemic health So if you're introducing something, you know into thatenvironment that could potentially contribute 2 wouldn't matter, ask any patient, hey listen here,if you pay more, I can give you a better outcome long term unless potential stomachhealth issues.
Yeah no, that's wonderful man. So then, any final words or pieces of advice that you'd like to give to our listeners?
I tie it all back to the same thing. So it's your philosophy, so whether it's your practice development, growth of that aspect or a continuation of this kind of like, what do you want to do? What's your vision? So if you. feel like you're doing the right thing, the right vision for you.
It'll turn out. And I just hope in regards to Teflon, I hope people in time give it a shot. try it out.
Michael Arias: Awesome, Michael. I appreciate your time. And if anyone has further questions, you can find them on the Dental Marketer Society Facebook group.
Or where can they reach out to directly? Where can they get more information on Tepal? Or are you also giving out like, if people are like, Hey, can I try it out first?
Michael Lowe: best way to do that would be if you go to tefball. com, there's a contact page there, so you can send any inquiries there also, social medias, Instagram, and that And then to try it out, So right now it's 99 if I give you discount code, say 15%.
that would the best way to try it out.
Michael Arias: Nice. So that's going to be tepawright. com and then when you're ready for checkout, use the code TDM15 or if you want, it's going to be in the show notes below as well. Alrighty, Mike, man. I appreciate your time. Thank you so much for being with me on this Monday morning episode.
Michael Lowe: My pleasure. Thank you for having me.
How can you build a practice that feels more like a luxurious spa than a healthcare clinic? This week, Dr. Bianca Adams takes us through her inspiring journey of establishing a uniquely lavish dental practice in Fayetteville, North Carolina, alongside her father, an esteemed oral surgeon. Learn how they successfully run a family business while offering patients a stress-free, high-end, spa-like experience. Dr. Adams shows us the art of creating an amazing office atmosphere with modern tech that make visits enjoyable and effective for patients.
In this episode, you'll also discover how Dr. Adams navigates the complex realm of staffing, stressing the importance of a complementary team vibe, and sharing some insightful lessons learned from dealing with previous employee challenges. Listen in as she applauds her father for the unwavering support and mentorship he provides, pivotally aiding in the success of their practice. Unveil her strategic plan that allocates nearly $8,000 per month to diversify marketing efforts—including everything from SEO and social media to an impressive professional website courtesy of Studio 8E8. She accentuates the importance of delegating back-office tasks to a virtual assistant and reaps massive productivity benefits. Dr. Adams also offers invaluable advice to budding dentists, highlighting the triumphs and trials of starting your very own practice.
What You'll Learn in This Episode:* How Dr. Bianca Adams created a spa-like experience in her practice. * The dynamics and rewards of running a family business. * Strategies for finding staff who complement your office culture. * Dr. Adam's perspective on overcoming past staffing issues. * Marketing tactics that justify a significant investment of nearly $8,000 a month. * The role of a virtual assistant in maximizing productivity for patient care. * The importance of mentorship and family support in a startup practice. * How Dr. Adams navigates the challenges and rewards of owning a dental practice.
Ready to bring your patient experience from normal to a high-end spa atmosphere? Tune in to the episode now!
Sponsors:Oryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! https://thedentalmarketer.lpages.co/oryx/
Studio 8E8: Dentistry’s story-driven marketing agency. Traditional marketing repels. Story-first dental marketing attracts.We bring your story to life in a way that captivates and connects: https://s8e8.com/affiliates/tdm?utm_source=tdm&utm_medium=affiliate&wc_clear=trueGuest: Dr. Bianca AdamsPractice Name: Bellissima Dental BoutiqueCheck out Bianca's Media:Website: https://www.boutiquedentalandimplants.com/
Instagram: https://www.instagram.com/bellissimadentalboutique/
Facebook: https://www.facebook.com/profile.php?id=100088614423690
Other Mentions and Links:
Businesses/Services:
King SEO Services
Henry Schein
Patterson Dental
Hello Rache
Ideal Practices
Software:
Dentrix
SoftDent
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Could adding sleep apnea services to your practice be a life saver for patients? In this episode, we've brought on Dr. Dar Radfar to uncover why dentists are uniquely positioned to identify and treat sleep apnea, a commonly overlooked yet critical health concern. By breaking down how dentists can implement sleep apnea treatments into their practice using oral appliances, Dr. Radfar emphasizes the ethical responsibility and the immense health benefits this can afford to patients. Throughout our conversation, the importance of a systematic approach and patient education shines as a key takeaway, with Dar weaving in anecdotal insights from his personal experience in coaching and seminars.
The episode delivers profound insights not only into the moral imperatives but also sheds light on the practicalities and financial benefits of adopting sleep apnea treatments. Dr. Radfar's recounting of his harrowing personal story about a car accident vividly illustrates the potential lifesaving impacts of proper sleep apnea diagnosis. His advice is clear and actionable, ending on a motivating note urging dentists to invest in ongoing education and practical implementation to make a real difference in their patients' lives.
What You'll Learn in This Episode:* Why dentists play a pivotal role in diagnosing and treating sleep apnea. * The ethical obligation and professional duties involved in sleep apnea treatment. * Four steps for incorporating sleep apnea treatment systems in your dental practice. * Financial benefits and improved patient care outcomes tied to sleep apnea interventions. * Strategies for effective patient education and communicating the importance of treatments. * Dr. Radfar’s personal experience and its influence on his professional journey. * Common obstacles and solutions for dental practices new to sleep apnea treatments. * Techniques for further education and training in implementing these systems.
Don't miss this episode – your approach to sleep apnea treatment could profoundly impact your practice and your patient's well-being!
Sponsors:CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: https://thedentalmarketer.lpages.co/carestack/
You can reach out to Dr. Dar Radfar here:
Website: https://radseminar.com/
Mentions and Links:
Tools/Software:
Weave
Organizations:
ADA
American Medical Association
Education:
University of Wisconsin
Brands/Businesses:
Invisalign
Dental Intel
Products:
CPAP Machine
People:
Michael Jordan
Stephen Curry
Kobe Bryant
Elijah Desmond
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Dar, so talk to us. What's one piece of advice you can give us this Monday morning?
Dar: Alright, so if you're not doing sleep apnea treatment in your office, I think you're unethically treating your patients, or lack thereof. We look in the mouth as dentists and hygienists and dental assistants, and we are capable of identifying if someone has signs or patterns of sleep apnea or snoring issues.
when I teach my courses on how to do sleep apnea implementation and screening and treatment and practices, people in the audience are shocked how many patients are walking in through the door. And as dentists, we see them two, three, three, four times a year. So it behooves us to be able to look in the mouth, look at the patient and go, Hey, Michael, do you sleep well at night?
Anyone tell you that you snore, do you feel tired throughout the day? And it's really our job because there's only really three major treatments sleep and snoring. And that's a CPAP machine, which everybody loves, sarcastically speaking, and oral appliance that brings the jaw forward and couple of different kinds of surgery.
Guess who can only do the oral appliance, the dentist. So we are the only ones that can actually treat a medical disease called sleep apnea. So, The a DA is pushing the screening to become mandatory, and I believe all dentists should definitely be doing this on a Monday morning.
Michael: do you feel or practice owners aren't doing it?
Dar: I think it's a lack of implementation of systems, worrying about where do I send this home sleep study can I do it? the answer is yes, you're obligated to do it. If a patient has diagnosis for sleep, there's one of the treatment modalities is an oral appliance as deemed by the American Medical Association for dentists to make.
the hindrance here is the dentistry is easy to make the impression and the bite and the adjustments that I teach. It's super easy. It's as easy as doing sealants in dentistry. It's really the systems and the system is what do I do with the medical billing? have my own medical billing company that I refer to.
never recommend anyone doing it in house unless that's all you're doing. And then you can have your team dedicated to that. But if you're busy doing dentistry, if staff is busy sending out dental insurance claims or remotely, there's dental billing companies. Now, why not have a medical billing company remotely do that?
And at the end of the day, Mike, it's not just about medical billing. You can charge cash. We, as dentists charge cash for Invisalign, for ortho, for implants, for three, four, five, six, 7, 000 for these types of procedures. Why not 3, 000 for an oral appliance?
Michael: You do seminars, right?
Dar: Correct. Rad seminar. com. I have a list of all the seminars that I have, and I also have a coaching program. So when someone takes my full day course, that's not it. I teach them how to implement systems. We do weekly meetings 30 minutes a week. for total of six months to make sure that it's successful.
Mike, the biggest thing here is we're saving lives 12 to 15 years off your life. If you have sleep apnea and you're not treated for it, 12 to 15 years. Five times higher risk of cancer of any kind. If you're not treated for sleep apnea, you know, a university of Wisconsin study reported a few years ago.
So not only are you saving lives, but also the offices that I train about a quarter million dollars the first year to their practice, if they're open at least three days a week. that's a lot of good ROI and what we call R O L or return on life.
Michael: I like that. So then, have you seen this, especially in your seminars or maybe just in general, Doctor goes, they get trained, they're hyped, they're excited to do this, and then it slowly starts dying down. The team's like, hey, it's slowing us down, we're not doing as great, we don't know what to do, right? And then it just ends there. And so that's the reason why they're saying, hey, we tried sleep apnea.
We're trying it, but it just doesn't work in our community. Is that true?
Dar: Yeah. since 2014 was my first course and when I used to do is just do courses then they would go home and on Monday they would try to implement. realistically, it was when we were doing follow ups with these doctors from the medical billing company and the home sleep testing coming to try to onboard them so they can refer home sleep tests to them do the medical billing for them, about 15 percent dentists would actually start doing this out of the.
People who came to the course I believe without any arrogance, I have one of the best courses out there because it's real it's easy. It's implementation is easy. It's basically you come back on Monday and there's a patient that's upset and staff doesn't show the crown doesn't fit.
So people get, bottled up with general dentistry stuff. And that's why I created the coaching program. and there's nothing out there like it.
Michael: Really
Dar: holds your hand after you do the instructional videos. Now you can do it on, your own. It's six hours of video for the doctor, 25 minutes of video for staff and hygienists to be able to say, okay, now I have the information.
So now it's about implementation and just like any great athlete Michael Jordan or Steph Curry or Kobe Bryant had, coaches, even though they shot the ball. They still had coaches reminding them to take a thousand free throws every week. And it's the same thing, reminding you to do the screening, reminding you, this is the home sleep test.
What have you discovered? What troubleshooting have you had when a patient says no to this or yes to this or has jaw problems or, or, any sort of other issues like dry mouth. How do you resolve for that when we're in the mouthpiece? So there's a lot of little things that are in the video, but we, kind of forget until we start playing the game push the doctors to play the game.
When they see the outcomes coming and they get on I call it cruise control after six months, then they go month to month with me and I'm available for any more coaching on a monthly basis.
Michael: Nice. Okay. So where do you see when it comes to implementation, especially with a sleep apnea, most drop the ball?
Dar: the most drop ball is just basically being, let's call it not shy and opening your mouth. Elijah Desmond, my buddy and mastermind mentor. said to me one time, close mouths, don't get fed. So if you keep your mouth closed, you're not going to get, the response that you want and help the humans out there that are truly suffering from being able to sleep next to someone to snoring issues, to high blood pressure, to acid reflux, to cancer risks, to heart attacks, stroke, depression, anxiety, mental health connections.
And so we are shy sometimes to, bring it up and say, Hey, see a little bit of scalloping on the side of the tongue shows maybe some thrusting of the tongue when you're sleeping at night, you sleep. Okay, Mike, you feel like you get enough air? You wake up feeling refreshed.
Are you tired throughout the day? Or I see, you know, grinding of your lower front teeth. That's indicative of the jaw grinding forward at night when you sleep, that could mean that your breathing is altered and you're trying to do your own kind of CPR movement with your jaw, bringing your jaw forward, your teeth are grinding on the front.
Can I help you with your sleep? That's it. the answer is either a yes or a no. we get rejected in dentistry and in life when we recommend other types of treatment modalities. And I kind of brush it off when it's okay. You don't want to do a crown. Okay. Half the cusp is fractured. no pain yet.
Nine out of 10 may say yes. One says no, but people are really suffering energy levels being low to sleeping in other bedrooms. This is a different, Beast of practice. And so if we can actually just screen them properly, which is the number one thing, open your mouth and then know who do you refer to if they don't have a sleep study, which, talk about all that handed off to a home sleep testing company, no equipment to buy nothing like that.
It's just know the knowledge and execute. And so I think that's the problem is just opening up the conversation because you think someone's complaining about their finances or their work and this, and you're too shy to bring it up because you don't want to scare your patients away. I there's a reason why I got into this, Mike.
And I don't know if you know my story. I fell asleep with the wheel in 2009. I crashed my car into a tree, not knowing I had sleep apnea. I wasn't overweight. so if someone were to look in my mouth and say, Hey, Dar, how's your sleep? Are you feeling tired? I'd be like, yeah, you know what dentist?
I actually am feeling a little bit more tired. Well, I can help you. Maybe you can do a home sleep test. You don't have to go to a lab anymore. And if I actually executed and said that I may have not had that accident. What if I hit somebody? 4 percent of crashes occur because people fall asleep at the wheel and it can happen to anyone, including our patients.
So it behooves us to jump in and try to at least screen the patient to be able to see what's going on.
Michael: So screening the patient is like the best way to not just, I guess for like lack of a better word, sell it, but at the same time to. Bring awareness to let them know to say like, Hey, we're not going to drop the ball here because Your mouth is showing these symptoms.
Does your life reflect that and if they're like, you know what? Yeah, I am not sleeping Well, I'm not doing that. Now's the point where we do what we can just oh, let's do a Yeah,
Dar: the screening is there, but also like when people are a part of my program we have emails ready to go that sends through the, software program, like dental Intel or we've, when they confirm their appointments, they also have weekly emails and say, did you know snoring can affect not only, your bed partner, but also your bed partner's life expectancy.
The person who sleeps next to a snore is not sleeping well and waking up a bunch of times that's going to affect their overall health. Come in and see Dr. Rad for a complimentary consult. He now treats snoring and sleep apnea. Next email. congratulations Dr. Rad for finishing the course and being able to treat snoring and sleep apnea with an oral appliance.
For those of you who have been tested and don't like your CPAP machine or haven't been home sleep tested at all, come in and have Dr. Rad do a complimentary consult for you. So educating your patients before they even come in. Through emails once every other week for once a week, giving them information like the five times high risk of cancer.
Come on in, let's do an evaluation or bring it up at your next checkup appointment. These are ways to be able to touch your patients a lot of these patients have no idea that an oral appliance is a solution, let alone that you're capable of doing it.
Michael: Have you seen this? People would say like, I'd rather snore a little bit more than have that big machine.
Dar: Oh yeah, absolutely. It's like, I'm not going to wear that thing, but also Mike, think about it, you're single you're dating be adults for a minute.
you get intimate and putting that mask on let alone traveling with that to go to your partner's. Home. It's so much easier to carry your mouthpiece with you to at least reduce the story, if not eliminate it depending on how severe, 80 percent of patients mild to moderate sleep apnea, which the mouthpiece works brilliantly for them.
And even severe patients, we can get their scores down to a mild to moderate in most cases. And so, it's not for everyone, but CPAPs not for everyone. You know, it's a mild case, I have patients, I'm like why did the medical doctor even give you a CPAP when your apnea is so mild? And they come in mouthpiece, one shot, you put it in, they go home, they're like, Oh my God, this is so much easier than wearing the CPAP machine, travel purposes, camping on an airplane, hotels, keeping the machine clean.
That's it. You've got nothing else. You've got the mouthpiece, you've got the CPAP and the surgery is very invasive. And you have to pretty much be very severe to end up having any sort of surgery called Inspire, which is a hypoglossal nerve stimulation device that's put onto your chest muscle there.
And then there's also some rotor rooter of your throat called the triple UP where they remove the tonsils, the uvula. I mean, It's not easy for the surgical part as well.
Michael: that's a good way to also educate the patient is like, Hey man, You want to go camping? so much, I guess we can talk about this, but any final pieces of advice that you'd like to give to our audience.
Dar: first thing is, get educated, have the ammunition to understand what to look for when you look in the mouth and the medical history and then all of a sudden you see like these patients coming in with class five lesions near the gum line, the little or acid reflux and you see dentin exposure and it's It's not just dentistry now. It's, we need to see what the root cause is. And part of the root cause clenching and grinding of your teeth over 50 percent of people who grind their teeth is because they have a fight or flight response because they're not getting up oxygen. You open up the airway, their TMJ symptoms actually get better.
And so educate yourself. Once you get educated and you understand how to do this, the rest is implementation. helped over 3000 dental offices. Now I'm open to help more just because if I can help one dentist and he or she can help dozens, if not hundreds of their patients we all come together, we sleep better.
we're not as grumpy. We're more kind to each other in the mornings and throughout the day. And we have more energy for our loved ones. For working out, at our work, being more focused and alert. it's, our duty as dentists to be able to do this.
And it also makes some good money too, if that's one of your motivating factor.
Michael: Nice. Awesome. I appreciate your time. And if anyone has further questions, you can definitely find them on the Dental Marketer Society Facebook group, or where can they reach out to you directly?
Dar: if you go to rad seminar dot com r a d seminar dot com there's a chat there that you can throw message and it comes directly to my cell phone.
It also shows my virtual courses as well. If you want to do all the cart stuff, I also do webinars once a month. For the masses to come on just get some new information and updates. So I'd love to have you guys on, and then we'll do a call together once you send me a message and I can show everyone how to be able to do this in their own practice.
whatever I do for the six months, I guarantee that the investment that the dentist puts in, they get it back. I've never had to give a full refund or any refund whatsoever to any dentists out there. That's how confident we are that. It works it's profitable.
Michael: Thank you so much, Doc, for being with us. It's been a pleasure. And thank you for being with me on this Monday morning episode.
Dar: Thank you guys.
How can you build a flourishing cosmetic practice in a saturated market like Chicago? In this episode, Dr. Brittany Dickinson takes us on her inspiring journey of acquiring a dental practice amidst the vibrant cityscape of Chicago. From her methodical decision to move from Miami to the Windy City, Brittany shares how she built her completely fee-for-service office that caters to cosmetic dentistry, all while managing a start-up injectables boutique. Her story is filled with insightful experiences about balancing professional ambitions with personal well-being, choosing the right location, and taking strategic risks—especially during uncertain times.
Dr. Brittany delves deep into her entrepreneurial spirit, recounting the early challenges of long hours in a corporate dental group and the pivotal moment when she sought a more balanced, fulfilling life by owning her practice. She offers a detailed look at her team management philosophy, including a unique profit-sharing model that fosters a mutually invested work environment. Brittany's innovative marketing strategies, focusing on community involvement and leveraging social media platforms, showcase her adaptive approach to attracting new patients. By emphasizing the importance of a strong personal brand and continuous learning, Brittany's story is a masterclass in strategic decision-making and resilience for aspiring practice owners.
What You'll Learn in This Episode:* How Dr. Brittany Dickinson strategically chose Chicago for her practice * The challenges and rewards of transitioning from a corporate group to owning a practice * The benefits and workings of a profit-sharing model for team management * Innovative marketing strategies focusing on community involvement * The role of social media platforms like Instagram and LinkedIn in patient attraction * The importance of balancing professional and personal life in pursuing a fulfilling career * Tips on building a strong personal brand and the value of continuous learning
Ready to be inspired by a tale of courage, strategy, and personal fulfillment? Tune in now to hear Dr. Brittany Dickinson's story.
Sponsors:CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: https://thedentalmarketer.lpages.co/carestack/
Guest: Dr. Brittany DickinsonPractice Name: Sugar Fix DentalCheck out Brittany's Media:Website: https://sugarfixdental.com/
Website: https://plumproom.com/
Instagram: https://www.instagram.com/drbrittanydickinson/
Other Mentions and Links:
Tools/Resources:
Craigslist
Dawson Courses
Organizations:
Northwestern University
Junior League of Chicago
Books:
The Gone Fishin' Portfolio: Get Wise, Get Wealthy...and Get on With Your Life
Brands:
Lumineers
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Could intentionally limiting your practice's growth be a good thing? In this eye-opening episode, I'm sitting down with Joshua Scott to discuss some unconventional but powerful advice for practice owners. Joshua reveals how focusing on controlled growth can actually protect cash reserves and stabilize operations. Drawing from his experience with Studio 8E8, he explains how capping client intake helps manage expenses more effectively and enhances profitability. We dive deep with Joshua into identifying early warning signs of unsustainable growth and effective strategies to manage them, offering you insights into managing your own business effectively.
As we break down these concepts, Joshua sheds light on the typical cycle of increasing expenses tied to rapid growth, from hiring more staff to expanding facilities. We also cover the critical role of marketing investments in ensuring long-term stability and how priorities should shift once a business reaches the $1 million revenue mark. Rounding it all off, Joshua shares thoughts on self-awareness and continuous personal growth, emphasizing the importance of not becoming an obstacle in your own organization's path to success.
What You'll Learn in This Episode:* Why limiting growth can lead to greater profitability. * How rapid expansion affects your cash reserves and expenses. * Key strategies to recognize and manage symptoms of overgrowth. * The importance of investing in marketing for business stability. * How to adapt your role and focus as your business scales. * Insights on building infrastructure and effective scaling. * The significance of self-awareness and personal development in leadership.
Ready to discover how smart growth can transform your practice? Listen to the episode now!
Sponsors:
Studio 8E8: Dentistry’s story-driven marketing agency. Traditional marketing repels. Story-first dental marketing attracts.
We bring your story to life in a way that captivates and connects: https://s8e8.com/affiliates/tdm?utm_source=tdm&utm_medium=affiliate&wc_clear=true
You can reach out to Joshua Scott here:
Website: https://s8e8.com/
Instagram: https://www.instagram.com/joshuascott/
Mentions and Links:
Terms:
EBITDA - earnings before interest, taxes, depreciation, and amortization
Books:
Scaling Up: How a Few Companies Make It...and Why the Rest Don't
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: hey, Josh will talk to us. What's one piece of advice you can give us this Monday morning?
Joshua: Hey, Michael, this is for our business owners out there. And it's probably going to be a piece of advice. That's definitely unconventional, probably a little controversial, but I'll tell you, it's based in my personal research.
It's based in my personal experience. I've done this. I know people that have done this, it's limiting your growth. In order to be profitable. Now, as a company and you're growing a business those two things sound at odds, right? You're like, no, I'm trying to grow because I want to be profitable and have a profitable business.
But often what happens, especially in the dental profession, because practices can grow and they can grow quickly. And we begin to Keep up with that growth and chase that growth, which just sucks cash out of the organization. we have so many expenses and we're hiring new team members. Andwe've got 30 new patients a month, but we could probably see 45.
So now you're looking at bringing on an associate. We're expanding, you're remodeling, you're renovating. All these things continue as we chase growth. And what that does is it just eats up the cash from the organization. the upside is you're growing a more valuable organization. So I get that we don't need to talk about, equity all that stuff.
I understand that's one side of it, but in order to actually see profit, you know, when we talk about EBITDA being 10%, 20%, pushing 30 to 40 percent of dental practice, that's like super amazing. You oftentimes have to get to a place where you're limiting your growth in order to let the fixed expenses kind of cap and the profit begin to rise.
Michael: Interesting. Okay. So then how does growth suck cash from the initial start? What are some of the early symptoms where you're like, okay, maybe we need to start slowing it down. And then what are some of the barriers or boundaries we can put to start slowing it down properly?
Joshua: Yeah.
No, it's such a great question. And a lot of times we get into the cycle before we even realize it, you know, like you've got to start up a lot of times it can be you and a clinical assistant, and then all of a sudden you start getting patients. You're like, okay, I'm gonna stop doing my own hygiene.
I'm gonna hire a hygienist. that's a financial commitment, early on you're wondering if it's even the right time. Do I have the money to do that? And then more new patients come in. So you hire another assistant and then you hire front office.
Then you hire another hygienist. And this whole cycle keeps going as new patients start coming in. The patient base is growing because now all of a sudden you're like, I only had three ops outfitted. Okay. Let me get the next two built out. Then you're like, okay, now we're full again. Now let me bust out through the side and add, another, three ops and rent that space.
Then you're like, okay, now I need an associate. the more you grow, almost the more big ticket these expenses get, because now you're hiring an associate. Now you're expanding your space. Now you're moving locations. Now you're buying a building to do it. And so you just get all these expenses going.
And I'll tell you from personal experience, what we did with Studio 88, this was about three years ago. And I was having lots of conversations around this with other business owners way ahead of me. And I said, how do you grow and be profitable? Cause we were growing, but man, it was almost like expenses and revenue were just in line with each other.
We were never seeing that separation. But we were like having to hire people like, Oh my gosh, we got these more new clients. We got to hire all these other people. So I had these conversations with about three or four business owners. I said, how do you grow and be profitable? And all three of them were like, you can't.
There's seasons where you're profitable, but usually it's because you're spending less money. And then there's seasons where you're growing and you're really spending, you're investing in the business and putting out capital. And those are very hard seasons to be profitable. So what we did about three years ago was, said, okay, we're going to cap our client growth at eight a month.
I already have a team in place. We can handle eight a month. So let's go this entire year and let's just do eight. Okay. And see what happens. And all of a sudden when we controlled that fixed cost that kind of leveled out and then our profit began to rise. And then by the end of the year, I think we were hitting like 12 to 14 percent profit.
And I was like, Oh my gosh, this was amazing. And then we added more team to go to 10 new clients a month. expenses kind of jumped up a little bit, but again, we became. And so there are seasons like of growing a business and then you may just be like, man, I just need to grow. Cause I'm trying to hit some like number and I just want to build a million or 20 million organization.
Cool. But then there's some of us where it's like, we're growing, but we want to be profitable as well. How do we do that? And it could just be looking at your new patients and going, It's okay if we cap it at 25 a month, at 30 a month. And I maintain that team. And let's just have a year where we grow and you control those fixed costs.
Don't renovate. Don't hire an associate. Don't bring on another hygienist. Just serve that patient base really well for that year and let that profit begin to expand.
Michael: Interesting. Okay. So then real quick asking you, what made you come up with eight
Joshua: Oh, like eight new clients a month.
Michael: Yeah.
Joshua: It had nothing to do with our name. It was just, I was like, yeah, no, it honestly was like, that was the capacity of the team. I went to our creative team, photographers, videographers, designers, developers, account managers.
And I said, what do you guys feel comfortable with us taking? And we kind of reverse engineered it. We were like, I think if we did eight a month. We would feel great about the level service, the level creativity, and not overwhelming our team consistently. And so we said, great. And that's kind of how we capped it.
organizations that go from zero to 1 million. it's a whole different dynamic. key is selling. when you're growing from a startup to a million in revenue, it's just sales. And we don't like to talk about that in the dental practice, but it literally is get as many new patients in as possible, create revenue, like just go, go, go.
It'scall it like sell like hell, man. You just like it all to get the revenue in. But organizations, once they get above a million, they start to switch. now you've proven a market fit, you're doing a million dollars in your community. you're a solid practice.
You've proven your practice fits in that community. You've got something. Now you've got to start focusing on scalable infrastructure. Now you've got to realize that growing like that begins to suck cash. But as you go from like 1 million to 10 million, the complexities increase a ton. you need cash not only to grow, but you got to bring on somebody for HR.
You got to bring on somebody for as like a practice administrator, of a sudden youhave people on your team that are now making six figures. and it's just infrastructure. It has nothing to do with selling or creating revenue. These are just people that the structure needs.
And so you realize a lot of times when practices get above a million and they're just grow, grow, grow, grow. All of a sudden they find themselves strapped for cash because they never created profit. And now they've got to invest in infrastructure and how the organization begins to scale towards the next complexity.
Michael: So then what do you recommend when we pass that million, Mark, can we start looking into books or instructions or advice where it's like, Hey, help me to build infrastructure? Cause we don't I wouldn't know that. Once we hit this specific amount of employees and numbers and you know what I mean, kind of a thing.
Joshua: Yeah. No, it's interesting, Mike, because work with larger groups and you can be acquiring practices. Okay. A million dollar one here, a 1. 5, 2 million one here. But all of a sudden you're like, Oh crap, I need a CFO. that's a high level want to call it an expense because I'm a P and L it shows up as an expense, but it's really an investment in your leadership team. But like, that's, a hefty, person, a COO. All of a sudden you're sitting on three practices doing 12 million in revenue.
And you're like, I need somebody to run all this. You need a COO. These are high level people. And my point is if you've been buying practices nonstop, renovating them, hiring teams, putting in high paid doctors, all of a sudden you're in a situation where there's no cash. To bring on the COO, the CFO, the people you need.
And so part of this is yeah, it's a race to get to a million, Get all the revenue and get all the new patients. But once you get past that point, start to figure out how to build a profitable organization because you're going to need it for the next step. And the thing I have found that I've seen proven I can't write a book on it yet.
I don't have that body of like research, but I've seen it over and over again is if you can limit your growth. Then you'll start to see that profit increase. And so don't keep chasing that expense structure. Go, okay, we're going to be good for this year with this team. And we're going to serve 30 new patients a month.
And that's just how it's going to go in the next year. We're going to expand or hire more team and we'll take on 45 a month, but begin to put that in place to create that profit.
Michael: Do you think it gives you time to think time to plan look into the details of, Oh, we do need a COO or we do need an associate As well,
Joshua: made such a good point because oftentimes growth it controls us. we get caught up in it and we're just running. it really takes discipline because That scarcity mindset really kicks in when you go, we're only gonna take 30 new patients a month that freaks people out because they're like, I'm turning away 15 or we're scheduling 90 days out or 120 days out.
And I'm like, I know. you know what? They'll be there in the future. They will, you keep growing and make amazing organization. They'll be there. This is what's best for your organization right now. And even you create that head space to where you're not just chasing growth all the time.
You're now turning your eyes as a CEO to what the organization needs.
Michael: And then what if you're in a season where. You've already decided I'm only going to take in 30 new patients a month, but then something external happens, COVID, right? Or anything, right? I mean, something external happens where you're like, crap, I should have been selling this whole time. And now I'm like, you know what I mean? and maybe just for that season, how do you feel? What do you do? What should we? Look into it.
Joshua: Yeah, this is why I love talking to you.
I feel like you read my mind. You keep asking me like the next question and you and I didn't rehearse this, here's the thing when you're in that zero to a million, it really is about sales and it's about getting new patients in the door, create revenue, right? When you get past that million dollar mark, and now you're in that kind of million to 10 million range.
It has to shift to marketing. And here's what I mean by that. We often look at marketing as solving our needs today. Josh, I need 45 new patients a month. So I need the market. I'm like, okay, that's a need for today. And Michael, to be honest, marketing doesn't often solve that. We're not going to change that in the next 30 days.
You know, that we all know that marketing ispositioning you for the future. the reason why, like in the first phase of business, it's so important just to sell, cause you need revenue. You got to keep the lights on, keep people paid. The second phase is exactly what you just said. We don't know what the market's going to do.
We don't know what the economy is going to do. We don't know what the community is going to do. So you'll face these kinds of ups and downs, these dips and challenges. But if you're investing in marketing, you're securing your future, you're creating momentum and attention, not for today, but for 90 days, for six months, for a year, And so you begin to shift that, put it in the marketing and build this brand that becomes resilient during times like that.
So to answer your question, the best thing to do to solve a downturn is to have been investing in marketing six months ago to get you through that.
Michael: have to have man, I guess a lot of more insight when it comes to Passing this 1 million mark, When it comes to your team, what you need, profit marketing.
So what can help us with that? Cause we're not all. Immediately once a million passes, we know these things, right? We just continue to sell sometimes and that's it. So is there something specific kind of like a check Mark, a checklist or anything like that?
Joshua: That's a good question, man.
I think you're right. So much of this for me was trial and error. There's a lot of good books, scaling up as one of those books that I would say super impactful. It talks about these three phases of business and even gets into 10 million plus, and what we're trying to do at that level.
first step is probably just realizing the grind of a lot of us know how to grind out a million dollar business and to be honest as we're sitting here in 2024, I don't know that that's as unique and as special as it used to be. It's absolutely an accomplishment, 100%. Most people will never accomplish that in their life, but I think we realize with some humility.
A lot of people can just grind that out, but that skill set is not going to get you to the next level. And so people out there are going to be listening to this where it's like they've acquired practice two, they've acquired practice three, and they're trying to apply that same skill set, grind it out, sell, create revenue.
And you have this like sneaking suspicion that it's not going to work. It's not going to get you where you need to go. And at this level, it becomes leadership. It becomes marketing and it becomes a scalable infrastructure. So turning your eyes from those things. Onto what's going to get you to the next step probably the first step is just self awareness
Michael: Self awareness.
So noticing these things, cause a lot of the times I feel like you bottleneck yourself and then you're like, no, I can do that. you know what I mean? And then you're,why would I pay this associate this much? If I can just double down and block out my schedule and do this and that it might work, but I don't know.
Joshua: And dude, I'm so aware, Michael, probably one of the things I internally struggle with, not struggle with, but I'm very aware. Most founders of companies like agencies like ours. Only get to a certain level and they can't get to the next point. we're kind of at that point where like most founders kind of bail because they just don't have a skillset to go to that next level.
I know that I am intentionally investing in myself. Cause I want to get there, man. I feel like I can, and I don't want to become the main limiting factor of this organization. I'm investing in myself. I'm aware of it. I'm trying to grow. Cause I'm like, we can do this. I can do this.
Michael: Nice, man.
Awesome. Thank you so much for being with us. It's been a pleasure. I appreciate your time. And if anyone has further questions, you can definitely find Josh in the dental marketer society, Facebook group, or where can they reach out to you directly?
Joshua: Guys, I'm at Instagram at Joshua Scott. I'm still in my account.
So hit me up. Tell me you saw this, heard this episode. We'd love to hear from you, but also a website s eight e eight. com.
Michael: Nice. And at the same time, studio 88. Does have an exclusive deal for you. So if you want to go in the show notes below, click the link, check it out, if you are a need or a marketing company or a website, especially a website, if you like my website, studio 88 did it.
So go ahead and check it out. And Josh, thank you so much for being with us. It's been a pleasure. And we'll hear from you soon.
Joshua: Thanks man.
How can you genuinely connect in mom Facebook groups without coming off as pushy? In this episode, I'm diving into the art of engaging with these communities effectively while balancing authenticity with subtle self-promotion. We'll start by laying out the fundamentals of understanding group dynamics and then learn how to become a trusted voice within these circles. I'm sharing a step-by-step guide, from engaging in small talk to seamlessly weaving in helpful dental advice, ensuring you build trust and credibility organically.
Throughout the episode we'll discover the key role of collaborating with group admins, and demonstrate how to align your contributions with group regulations. We'll cover reaching out to admins, providing valuable content, and maintaining genuine interactions that resonate with the group’s interests. My hope is that you will walk away from this episode with practical tips for crafting compelling comments, creating engaging content, and using social media management tools to maintain a consistent, positive presence. Plus, don't miss the free PDF offer, "100 Game Changing Scripts to Dominate Mom's Facebook Groups," designed to empower you to navigate these groups with confidence and ease.
What You'll Learn in This Episode:* How to understand and navigate the dynamics of mom Facebook groups * The importance of engaging in non-promotional conversations initially * Strategies for integrating helpful dental advice organically * Tips for collaborating effectively with group admins * Crafting comments and creating content that builds trust * Importance of providing value and maintaining genuine community engagement * How to batch content creation and use social media management tools effectively * Real-life examples of successful engagement techniques * Common pitfalls to avoid in mom Facebook groups
Don't miss out on learning how to leverage mom Facebook groups with authenticity and finesse—tune in now!
FREE PDF:Download our free PDF "100 Game-Changing Scripts to Dominate Moms' Facebook Groups!" here: https://thedentalmarketer.lpages.co/100-game-changing-scripts-for-moms-facebook-groups/
Follow along with the original blog post here! https://thedentalmarketer.site/articles/how-to-engage-in-mom-facebook-groups-without-seeming-like-self-promotion
Other Mentions and Links:
Tools/Software:
Google Docs
Canva
Hootsuite
Buffer
Later
SurveyMonkey
Google Forms
Evernote
Organizations:
ADA
Mayo Clinic
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Are you a business-minded or clinical-minded dentist? In this Monday Morning Episode, we're bringing on Brian Mills to unpack the true nature of preparing for practice ownership. Brian emphasizes that while clinical skills are vital, being business-savvy is equally crucial. He dives deep into why adopting a do-it-yourself mindset for critical business operations like marketing and website development can set you up for failure, and why focusing on ROI can be your saving grace.
Brian also sheds light on the often-overlooked emotional and life-driven catalysts that typically prompt someone to own a practice. Is it a financial calculation or a significant life event that usually pushes the button? If you think owning a practice is the only route to professional success, think again. Brian reassures listeners that thriving as an associate can be just as rewarding, providing valuable insights for both aspiring practice owners and seasoned dentists.
What You'll Learn in This Episode:* Why being business-savvy is as essential as clinical proficiency for practice owners. * The risks of a DIY approach to critical business facets like marketing and website development. * How to focus on ROI to navigate financial and operational challenges. * Common life events or internal drives that lead to owning a practice. * Why it's completely acceptable to excel as an associate and not own a practice.
Ready to discover if practice ownership is truly in your future? Tune in for a revealing conversation that might just change your perspective!
Sponsors:
For DSO integrations, startup solutions, and all your dental IT needs, let our sponsors, Darkhorse Tech, help out so you can focus on providing the amazing care that you do. For 1 month of FREE service, visit their link today! https://thedentalmarketer.lpages.co/darkhorse-deal/
You can reach out to Brian Mills here:
Website: https://www.roamcommercialrealty.com/
Email: info@roamcommercialrealty.com
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Ryan, talk to us. What's one piece of advice you can give us this Monday morning?
Brian: Oh, first of all, always be prepared for a video call and don't think it's just audio, but a better teacher on number one. Oh,
I may lose all my business with this piece of advice, but I'm going to tap some people in the chest and I would say, you got to grow up in the business world. I have too many great clinicians, great doctors who are amazing care side, what they do, they take their craft to the highest level clinically, but when it comes to business, they haven't matured whatsoever.
And when I say that, I mean, Don't take pride in doing your own website. Guess what? We can all tell Don't drive around and think, Oh, I'm going to go, look for a space by seeing what's cool out there. You're not maturing in the business world. You may be a great clinician, a great doctor, but your business mindset is not where it should be.
You are not functioning as a high level. If you're thinking about how do I. Save the most amount of money. You have to think about return on investment. that would be sort of my tap you in the chest advice and say, Hey, you got to grow up. You got to get serious about your business acumen.
Michael: So then. Brian, how do we start doing that, especially like we're fresh out, we want to do a startup or we're in that process and acquisition or whatever, right? And we're like, so Like I got to count my costs. I just took out a 500 plus thousand dollar loan and I have student loans and all these things and I need to count everything.
Brian: You may not be ready. If you're constantly thinking and having this anxiety and agita about the cost associated with it, it may not be your time. And guess what? I always say when I speak, you may never be ready and that's okay. you can be a great associate for the rest of your life and that doesn't make you a less than doctor, person, et cetera.
But if you can never get past that anxiety and you can never get past that fear, practice ownership may not be for you. There's always a healthy level of fear, but if you're always. Thinking about how do I cut corners to make it easier to save my way into success. That's not a good way to run a business.
That's not how any other business would operate. before we were on, we were speaking about multi practice owners and emerging groups and DSOs. That's not the mindset that they operate with. They're always thinking, how can I drive the most production? Where can I get the most ROI?
Not how do I success. Don't get me wrong. Overhead is very important and keeping your overhead contained within certain budgetary constraints and buckets is very important to a business, but it's not at the forefront of driving production and driving business.
Michael: Gotcha. Okay. if you're
Brian: not prepared to do marketing and things like that, then you're not ready for it yet.
Again, you don't think, how do I create my own website? is your brand and you have to be able to lead with it. So you have to put the most force, the most effort, the most financial incentive you can behind your website, your marketing your technology.
Michael: Okay. So then if it may not be your time, what can I ask myself to know when it is my time and just to like swallow that pill and say, I got to outsource this to marketing.
Brian: I know I have enough, I just got to do it. usually there's some event that happens. You get tired of working at your corporate gig or there's something that, you want to do clinically or business wise that you're not able to do, and you feel sort of these constraints on you and people have that, and it's like this light bulb goes off or this moment we have clients that, Sort of boy with this idea for years, they'll sit down, we'll have two hours at Starbucks, they're ready to go. And then I never hear from them again. And I'm like what the heck happened? Did I do something? And then I'll see them at one of my seminars and then they'll call me like a year after that.
And I'm like, okay, now what's different from two years ago. And I can tell when they're really ready. Cause then they say, you know what, something happened and I'm just tired of it. I'm completely ready to go. So sometimes you have this life event that may be. in the negative. And it drives you into doing your own thing.
people always look at me for this magic pill. Like, Tell me something, Brian, that would give me this injection of confidence that will make me go do it. I think you have to come to it on your own. And sometimes, unfortunately it comes to it when you've just had your full of all the negative stuff or somebody telling you to do something that you don't want to do or, asking you to do something clinically that you don't feel comfortable with or whatever that may be.
But there's usually some sort of crossroads in your life where it's just like, all right. I've had enough I've got to get out and do my own thing or I'm actually going to go crazy.
Michael: Yeah. No, that's true. Have you ever seen someone who've has had the confidence, but they have no money?
Brian: Oh, yeah, lots.
Yeah, that's a little bit of crazy. That's my kind of crazy. I've had people who have had really big dreams. They can't get the financial support to do that. that's good. That's ultimately what keeps dentistry so safe is you have some people that graduate from dental school and they're like, I'm ready day one.
And I had this Amazing idea. And I just need a million dollars to go do it. And the bank's going to say we get it. But our job is to keep you safe. So let's wait a little bit, Let's get some experience under our belt and see if that idea that you had, upon graduation is the same in two years, or maybe, you've morphed or changed a little bit.
So it's great to have that passion and that energy, but it's also great to have it. Institutions behind you saying, Hey, we appreciate that, but we also want to keep you safe and there's some structure to these deals and that's what keeps the failure at almost, 0%.
Michael: So it sounds like it's better to have that.
Let's go get it. Confidence kind of thing. And then there's institutions that tell you like, Hey, slow it down. Right. There's little speed bumps instead of. You being the guy who's like, I'm going to take it super slow and safe and everything, but you'll still have institutions that say, slow it down, kind of a thing.
Brian: I'm a serial entrepreneur. You got to be a little bit crazy to be an entrepreneur, right? You have to be able to, at some point, throw caution to the wind and say, I don't know what's going to happen, but I feel like this is a mitigated risk. I've done everything that I can possibly do. And now I'm going to look over that edge and I'm going to make that leap of faith.
There has to be a point where you make a leap of faith. I would much rather have somebody be a little bit wired crazy and have. The lenders, people like me other institutions say, okay, I love the passion, but let's make sure that we're being responsible versus a lot of great doctors who have what we call paralysis by over analysis.
They're always analyzing everything to the nth degree and they're frozen in fear and they can never get off the starting blocks.
Michael: So then, in your experience, Ryan, specifically, if you can be like almost like a script, what do people normally say where you can tell like, You're not ready.
Brian: when they start focusing immediately on overhead, right? The conversation automatically goes back. Well, How much is the rent, How much is the build out cost? And we're not thinking about how do I drive business? Who's sitting in my chair? What's the demographic? How do I appeal to them?
What is my brand? What is my image? there has to be a passion that's driving this business. It can't be well, if I can keep my rent to, 2, 500 a month, I'll be successful. Do you know anybody who could do a website or half the price everything is brought back to how much is that going to cost?
That's how I know you're not ready. Cause it's going to cost what it's going to cost. Nobody ever gets an award for doing the cheapest startup or the cheapest practice. You never want to be cavalier or foolish with your dollars. but you have to think about where am I going to wisely invest my money and what's the biggest return I can gain from that when it always comes back to How much is that going to cost me?
How do I do it cheaper? You're not ready because you're not thinking about driving business. You're only thinking about overhead overhead, overhead, and your practice is going to suffer.
Michael: And so do you tell them that you tell them like, Hey, you're not ready. Or do you try to shift their focus in that moment?
Brian: I, Would hate to be the one that says you're not ready because maybe there's something inside that I'm not seeing. Maybe they go home and they do some soul searching or et cetera. But it is my job to educate and say, if we're solely focused on the overhead and not production, we're never going to be a high performing practice.
And I don't want you just to open. I want you to open and succeed at the highest level possible, I want you to make 10 times more money than I make. I want you to make. 50 times more money than you ever thought you could make. I want you to be a high performing startup. I don't want you to just check the box and say well, I opened my practice and I made as much as I did as an associate.
I want you to open your practice and say, wow, that was life changing for me and my family. So it's my job to say, I understand what you're saying. I understand why you're nervous. These are big figures. But we have to think, how are we going to drive business or you're going to miss the mark. And if you're not prepared to drive, business may not be something that I want to be associated with.
Michael: Gotcha. Okay. So make sure they have the confidence, make sure. They don't save their way into success. And then at the same time, if you feel like they don't have all that, then it may not be their time. They may not be ready. May never be ready, right? Kind of Never
Brian: be ready. And again, don't think of yourself as less than, you know,
You have colleagues out there who never open a practice. They're called physicians, Most physicians go work for a hospital network, and that's what they went to school for. least when I started in this business 25 years ago, most dentists went to dental school to own their own business.
But Just because you graduate today and you go work as a great associate at a corporate gig or private practice or something else doesn't mean that you're not a phenomenal doctor, clinician, person, et cetera. So don't do it just because you think that's the path that you're supposed to do. Do it because you have this drive within you and you feel like if I don't do it, it's going to eat me up when I look back on a life of regret.
There's nothing worse than a life of regret, but don't think that Somebody else's path has to be your path. If you're not wired to be an entrepreneur, don't do it. Go do something else that you're passionate about. But if it's eating you alive, just know that what you're about to embark on is the safest thing you can do.
You just have to approach it like a business and not purely from clinical standpoint, because it's a business first and foremost.
Michael: Gotcha. Awesome. Brian, I appreciate your time. And if anyone has further questions, you can definitely find them on the dental marketer society, Facebook group, or where can they reach out to you directly?
Brian: You can hit us up on our website, which is Rome, R O a M Rome commercial realty. com. You can email us directly info at Rome commercial realty. com.
Michael: So that's going to be in the show notes below and Brian, thank you so much for being with me on this Monday morning episode.
Brian: Thanks for having me.
How can you have strong profitability and a cohesive team in your office? In this episode, I'm sitting down with Tricia Casasanta, a seasoned expert in practice management, to delve into the intricacies of improving operational efficiency, mastering PPO negotiations, and developing strong leadership skills in the dental field. Tricia shares strategies on how her company assists dental practices in streamlining their operations, training staff, and negotiating insurance contracts to elevate overall performance and profitability.
Tricia's outlook on leadership is particularly fascinating; she describes it as a continuous journey rather than a destination. She provides crucial advice on handling poor hires and underperforming team members through candid conversations, clear communication, and timely interventions. You'll find her tips on strategically managing PPO plans and insurance networks enlightening, especially if you're new to navigating these complex systems. By the end of this episode, you'll be equipped with actionable strategies for building a cohesive and motivated team, highlighting the significance of trust, continuous training, and a thoughtful approach to leadership.
What You'll Learn in This Episode:* How to streamline dental practice operations for efficiency and profitability. * Effective strategies for PPO contract negotiations. * The key elements of leadership in practices and why it's a journey, not a destination. * How to handle poor hires and underperforming team members. * The importance of clear communication and timely interventions in managing teams. * Strategic approaches to dealing with PPO plans and insurance networks. * Practical steps to build a motivated and cohesive team. * Why integrating technology is crucial for operational efficiency. * The common pitfalls new practitioners face with PPO networks. * How to foster trust and continuous development within your team.
Ready to transform your practice with Tricia's expert insights and actionable strategies? Tune in to this episode now!
Sponsors:For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
Guest: Tricia CasasantaBusiness Name: Strategic Practice SolutionsCheck out Tricia's Media:Strategic Practice Solutions: http://strategicpracticesolution.com/
PPO Negotiation Solutions: http://pponegotiationsolutions.com/
SPS Dental Academy: https://spsdentalacademy.com/
Other Mentions and Links:
Terms:
UCR Fee Schedule
NPI - National Provider Identifier
Insurances:
Aetna
Dentemax
Careington
Principal
Guardian
UnitedHealthcare
Products/Brands:
CEREC
Organizations:
Women in Dentistry
Books:
QBQ! The Question Behind the Question: Practicing Personal Accountability in Work and in Life
Assessments:
DiSC
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Still on the fence about hiring virtual assistants? In today's Monday Morning Episode, Dan Johnson shares his wealth of experience managing staff in a dental office setting. He unpacks the dynamics of the hiring landscape over the past 12 years, highlighting the increased competition and rising wages that employers face today. Dan underscores the pivotal role of creating a robust office culture, tailoring work schedules to meet employee needs, and offering enticing incentives such as trips to maintain a motivated team. Yet, despite these diligent efforts, he candidly discusses the persistent hurdles in employee retention and introduces an innovative solution that has proven indispensable—virtual assistants.
Dan details the advantages of integrating virtual assistants into the workforce, emphasizing their exceptional work ethic and adaptability. By incorporating this strategy, his practice has not only navigated staff shortages but also experienced significant growth. Additionally, Dan reflects on the importance of thinking outside the box and surrounding oneself with smart, capable individuals to facilitate mutual growth.
What You'll Learn in This Episode:* How has the hiring landscape changed for dental practices over the last decade? * What strategies can create a strong and motivating office culture? * Why adjusting work schedules can significantly impact employee retention. * The role of unique incentives, like trips, in keeping staff motivated. * How virtual assistants can revolutionize your dental practice operations. * The benefits of leveraging remote talent for flexibility and efficiency. * The importance of creative problem-solving in staff management. * Tips for finding and surrounding yourself with capable, growth-oriented individuals.
Tune in to this episode and take your practice growth and staffing strategies to the next level!
Sponsors:
For DSO integrations, startup solutions, and all your dental IT needs, let our sponsors, Darkhorse Tech, help out so you can focus on providing the amazing care that you do. For 1 month of FREE service, visit their link today! https://thedentalmarketer.lpages.co/darkhorse-deal/
You can reach out to Dan Johnson here:
Phone: 254-652-5717
Mentions and Links:
Podcast Episodes:
Feel Passion for Dentistry Again: 12-Months to Success with This Mindset Shift | Don Barden | MME – The Dental Marketer Podcast
People:
Tim Cluley - Midwest Dental COO
Software/Tools:
Indeed
Places:
Zion National Park
Grand Canyon
Flagstaff
Businesses:
Whataburger
MPS Program with Midwest Dental (Dental Supplies)
KFC
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Dan, so talk to us. What's one piece of advice you can give us this Monday morning?
Dan: So a piece of advice I give is, something that we've dealt with in our, personal offices. And that is the hiring process of trying to keep and retain staff members. Over the years, about the last 12 years, as we had went from one practice to multiple practices, we found that hiring has been up and down.
When we first started hiring was easy. everybody wanted a job and it was a good place to work good field to work in, especially for the front desk. pretty easy eight to five job, but as the years have gone on and time has gotten tougher, and then minimum wage has gone way up.
Like before we could hire pretty effectively at a pretty decent wage and be competitive. But now a lot of places are, offering jobs at 17, an hour. And so our normal, quote unquote, easy front desk positions have been harder to find because they can go somewhere else. and find a job. So my bias is a way to not only hire, but to retain, employees.
And really for us what has happened is we have a great culture in office. We do the trips. We actually adjusted our schedule from eight to four. In our offices to try to help our team members be able to get off early get home to their kids when they get out of school because most of our team members are female and so they want to be home with the kids.
And then we also provide, lunch we kind of did it tailored to them, but we found over the, especially the last couple of years is itjust haven't been enough. We'll hire somebody on for a position, let's say a front desk position to answer phones. And three months later, when we do what we call check ins, we don't call reviews.
We call check ins to see how things are going. We might've hired this team member to come in from, 10 to six. three months down the road. They don't want to do it anymore.
When we meet with them, they're like, I don't want to do this, but they want us to give them a raise for less work. we've been struggling with how to coach. And how to uh, manage this, situation with all team members. we feel like we're a great workplace. We have good humor in office.
Our hours are good. Our pay is competitive. We do yearly trips, with our team Like we've been to Zion's national park. We went to grand Canyon. We've been to Flagstaff. We took our producers to Florida and then we incentivize. Every single one of our team has an incentive based program on top of their pay, based on goals we've set in our office.
so what we found with all that is, it's not enough. And it seems like never to be enough. And as business owners, it's frustrating because not only do we have to pay employees more and do incentives more we're a uh, PPO office So our insurance. premiums don't change. We have to write off 30 40 percent of everything that comes in pretty much.
And so we're actually losing money. We've lost more money over the years than we have because we can't adjust our fees. We adjust our fees. Insurance says it doesn't matter. You can raise it to 1000, decide how much we're gonna pay. And so we're trying to combat. rising costs and the ability to hire quality people.
so my bias to that is, is something that we actually found. I had a friend of mine that is in the dental field in Florida, reach out to me and said, Hey, we actually use virtual assistants. My first. Thought went to artificial intelligence, but all AI, cause it's a big craze, right?
There's a lot of really cool things with AI. And it's going to be in our lives forever. but I was like, hi, VAs, you virtual assistant, what can they do? And you know, like, well, they can credential, they can insurance verification, all these things.
And I'm like, I just don't know. But the kicker for me was, we put an ad out on Indeed and some local places here, and our main office is in Waco, Texas, and we got about 15 applicants and we set up interviews. we do a group interview, 10 of them showed up, so 5 out of those 15 that we said, hey, come to this interview at 4 o'clock, we didn't tell them it was a group interview, only 10 showed up.
in that 10 as we did the group interview, 3 of them left. we do it as a group so they can see their competition. there's a whole methodology of why we do it that way. So they can say well, man, she looks put together. He looks great. There's other people that want this job. Three of them walked out.
Michael: The three that walked out. They just walked out like once they got there, they're like at now and left her.
Dan: well, No, what happens is when we do the interview we breathe everybody of how, what our culture is like, my brother gets up and I get up and we just talk about what we're looking for.
are our cultures, our office and how we kind of operate. So it's not saying the same thing to. 10 different applicants when you get in the room. It's just saving time. But then at the end of it, we say, listen,listen, see all these people in this room. You're all going for the same job.
We have two positions available. we want to make sure that you're the right fit for us. And we're the right fit for you. And after we say that three people walked right and I don't know if it's the competition thing, or if it was just something that they. We're nervous about you just don't know They didn't give us a chanceand so through the interview process We actually have them when they sit down in the lobby before we start they thought of personality assessment We want to see what their personality is like see how they answer questions what they would do in certain Situations And a side note, a funny story we did once, we had them do what we call the hamburger test.
We gave everybody 5, and we said, I need you to go over here in Texas, Whataburger is a big thing. And so we're like, I need you to go over to Whataburger. But we gave every single one different instructions of how we wanted our hamburger. So one might be, I want no ketchup.
I want whore pickles and I want onions and one might be just one. My hammer are cut in half. Just simple instruction to see if they'd follow the instructions. And when they came back, some would come back with just regular hammer. We're like in the interview? Why didn't you follow instructions?
And they're like I didn't know if they would do that. And so automatically know they would follow instructions. If we give you detailed instructions of the employer, and it's written down, it should be pretty easy to follow those instructions.
Anyways, side story. That's how we ended up hiring one of our best employees way back. This is years ago. She's still with us is because she came back and we wanted to hammer cut in force. Not just half fours, she had to tell them,
I need my hamburger cut in fours, and I don't remember what else was on there like, half mustard on one side, half ketchup on one side.
And, she said she had to go back twice, because they cut it in half, and they didn't put the ketchup on in one half, and mustard on the other half. So it showed us that, That she was willing to take direction and go above and beyond to, get the hamburger, right? we did a couple of times, people got,people didn't like it so much.
And we had some team members like, ah, it just takes too long. But for me, it was kind of a cool way to see if people fall direction. anyways, back to the hiring is when we did the interviews, we hired two girls. four front office positions, but ours is different because our front office, we have four offices.
We have one girl that sits up front for check in and check out. Cause we do most of our check in. I like our payment in ops, patients. So there's not a lot of in and outs. So it's mainly just check in and then we're walking out and say, thanks for coming, here's your appointment card for the next.
so this was for our call center, which is in the back where they had all the insurance verifications, pretties, if they, we have two follow up calls, maybe it's a hygiene recall, recare, and we hired them. And within two weeks after we did it to train, we lost one just never showed up.
Don't know why competitive pay. No, qualms about Just didn't show up. The other one, after about three months we did our check in, I was telling you,and her, we hired her for a specific task. In that check in, she wanted more money. Well, I get paid this somewhere else. My friend works in another office and gets paid this. And I want to do less work. we can't do that. We can't be like, hey, I'm going to do less work on a patient. But I'm going to charge them more It's not how that works. Likeusually when you want more pay, there should be something behind a, Hey, I'm willing to do this. Or for us, we're like, Hey, you've been doing this awesome. We're going to reward with pay. or incentives or something where it's more. So what we found through that is, the virtual assistance have changed the game.
I took a chance because I was nervous. We're talking about virtual assistants from the Philippines. So not local because we have to competitive, right? And so we hired one, her name was chin. the cool thing about is when we hired her, it I use a third party company and they sent me a couple of resumes.
I picked the one. And then we did a virtual interview with all of them. And so I was able to talk to them and like me and you, I can see them. I could talk to them and I could ask them questions. And the reason why I wanted to do that and I thought it was cool is because then I could see How they react to certain questions, you know What kind of knowledge they had in the dental field which is important because most of the people we hired had no dental knowledge we were hiring them straight out where we had to do all the training And so you spend a month and all the money training and then they walk out or they leave super frustrating and just not business savvy And so with this virtual assistance, we found that These employees or their contracting employees.
They're not technically your employees that they work extremely hard They'll do anything that you need or want and they're willing to learn with no questions I can say I hired you for this position can you do this for me and they would not even question it jump on it and do it so the thing I took away from is sometimes we have to look outside the box Of what we're normally used to doing because I know this not only in our offices, I am part of Mps program with midwest dental supply.
They're a big supply company in texas and oklahoma I talked to Tim Cloutier, COO, and me and him are real good friends. he's told me over and over, like all his offices that his reps supply for struggle finding employees, not only clinical employees, but admin employees.
people are just looking for solutions. so I think the solution that you have to do is sometimes step outside your box. and find the untraditional ways of how do we grow as a business. doesn't mean you can't find really good people locally. And I think it's important that we try to find people locally.
But sometimes you have to say, okay, I have to do what's good for my business because I have people in my business to support. As a business, we're not only looking out for our paycheck. We are stewards of everybody that works for us. We help their family have food on the table, cars they drive, and it's important for us to keep that going and keep our business growing and thriving.
So not only we can help them, but we can also hire others to do other things. Like we started one office with four ops. one doctor and two hygienists. Now we have four offices. six doctors, eight hygienists, and about 30 admin assistants. just think about the impact that you can make on people's lives.
By doing that, by hiring and growing. I had one office that I was talking to me. He's like, well, I want to hire local. I just want to stay local. think it's more authentic. And I'm like, great. But if you're not getting the work and the value out of the people you're hiring locally, you're going to struggle to grow.
And then if you struggle growing, how are you going to hire more people? That's not how it works. So if you're able to bring people in on your team that can do things that you're not good or your team's not good at. Help you grow so you can hire more assistants or you can purchase another office or you're grown enough that you hire another doctor on your team or hygienist.
And so there's other ways to facilitate and make that process. Better for your office and for your team. it's just a different way because I know all offices are struggling with this the ones that I hear we've had people for 30 years. I'm like you've never had turnover Come on, all businesses have turnover all of them.
So because people leave and lot of times they just I think the grass is greener on the other side and people leave for a dollar more is your sanity and how you're perceived at work and your uh, how you feel worth a dollar more.
For me, it's not like I'd rather be in atmosphere that I really like and enjoy working in the people I work with and sacrifice a little bit of pay to have the enjoyment and not the stress. So. I gotta go to work today. You know, it's like, yeah, I get to go to work. I got cool people I work with.
We have fun. Yes. There's stressful days, but overall it is pretty amazing to work with the people I work with. And I'm lucky because I work with my brother, and some people might say that's It can be bad, but me and my brother are completely different, but it works well. He's a year younger than me.
And we've been good friends since we were little, and it's just worked very well. And so we'll continue everything we do. All our business stuff is me and my brother, any business thing I did, we do it. We're always involved with each other. So
Michael: it works out that way. Nice, man. So then.
Thinking outside the box. Awesome, man. So Dan, I appreciate your time. If anyone has further questions, you can definitely find them on the dental marketer society, Facebook group, or where can they reach out to you? Well, yeah,
Dan: reach out to me directly. I give my cell phone out to anybody. it's 254 652 5717 so you can text me a lot of people might have questions like how we did it with our virtual assistants or with our team a lot of people might have questions because my background is I'm not A doctor that's the difference people like oh my brother's a doctor.
on the business side. My background is I own a bunch of Kentucky Fried Chickens And when my brother was going to Ohio state, he said, Hey, would you ever come help me run my dental practices? Long story short is, I ended up selling my franchises, moving down to Texas when he had one practice but we had a goal of how we were going to grow it.
And so my perspective is a little bit different than a dentist perspective or a clinician perspective because most of the dentists out there that are listening, They don't make you take business classes, which is just crazy to me. you're going to school to be a dentist.
Most of them come out as owners. But they're not sure what to do. And so finding somebody that can do things for you, to help you grow a business is the best way, to grow. One of the best advices I've ever had. had Don Bardem on your podcast. little bit ago, right?
. Mm-Hmm, . He,
Dan: He gave me advice about eight years ago. Don's a mentor of mine and he told me the smartest people in the world put people around them that are smarter and better than them at things they can't do. And that helps everybody grow. And so that's what we've done is. I might be good at certain things, but when I grow businesses, I put people on my team that are better things that I'm not good at.
I'm more of a big thinker. I'm not a more of a structural, do things in North. So I find somebody that can do that for me. keep me on task and do this. And can it be frustrating sometimes for sure, but overall it is well worth putting people around you. And that's how me and my brother have done it.
His strengths are not my strengths. My strengths are not his strengths. But it works well together to how we have grown from one practice. With four ops We grew it and we built it now at 17 authorities with four doctors and four hygienists.
And so through the program and putting people around you is something that has helped us push past and grow professionally and, in our just personal life.
Michael: No, that's beautiful. That's great advice. So that's going to be in the show notes below. Reach out to Dan at the same time, Dan, thank you so much for being with me on this Monday morning episode.
Dan: Thanks, guys.
How can you thrive in the dental industry without it consuming your life and identity? In this episode, Dr. Matt Vogt returns to the podcast, sharing his incredible journey from a budding dentist to a successful coach with The Lifestyle Practice (TLP). We dive into Matt's experiences, exploring the evolution of his startup practice into a flourishing establishment with multiple staff members and a thriving culture. Matt candidly discusses the importance of hiring the right people, fostering a positive work atmosphere, and evolving as a leader to build a self-sustaining team.
Matt also opens up about the challenges that come with practice ownership, including dealing with burnout and maintaining a positive mindset. He reveals how shifting his mindset played a crucial role in managing these hurdles, and emphasizes the significance of focusing on what can be controlled. Matt also touches on the insights and support provided by TLP, explaining how their coaching focuses on business systems, leadership, and mindset to ensure sustainable growth. Whether you're in the beginning of your startup journey or a multi-practice owner, this episode offers a wealth of advice and inspiration.
What You'll Learn in This Episode:* How Dr. Matt Vogt built a thriving dental practice from scratch. * The key to creating a strong, positive work culture in your practice. * The impact of hiring the right people and fostering long-term employee loyalty. * Practical advice on decisive business decision-making. * Strategies to prevent burnout and maintain a positive mindset in practice ownership. * How to integrate dentistry into life without letting it consume your identity. * The role and benefits of The Lifestyle Practice (TLP) coaching in achieving personal and professional growth.
Ready to transform your approach to practice ownership and learn from Dr. Matt Vogt's journey? Tune in now!
Sponsors:For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
Guest: Dr. Matt VogtBusiness Name: The Lifestyle PracticeCheck out Matt's Media:Practice Website: https://thedentistsatgc.com/
Website: http://thelifestylepractice.com
Email: matt@thelifestylepractice.com
TLP Podcast For Dentists: https://thelifestylepracticepodcast.podbean.com/
What quality of life is your practice affording you? - Survey: https://thelifestylepractice.com/quality-of-life/
Other Mentions and Links:
Software/Tools:
Facebook Ads
Google Ads
Facebook Live
People:
Dr. Justin Short
Dr. Derek Williams
Dr. Steve Van De Graaff
Podcast Episodes:
(Quick Decisions in the Practice Episode) - TLP For Dentists
131: Dr. Matt Vogt | The Dentists at Gateway Crossing – The Dental Marketer Podcast
Businesses/Brands:
UPS
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Are you thinking about launching a dental startup but don't quite know where to begin? In this episode, I sit down with Dr. Chris Green to dive into the essentials of setting up a new dental practice, beginning with the crucial steps of demographics analysis and site selection. Chris shares his insights on the "windshield test," a simple method to augment data analysis with hands-on site evaluation. He also reveals practical strategies for identifying promising locations, accounting for natural barriers, and balancing commercial and residential areas—all keys to making sound, long-term decisions for your practice.
The conversation continues with essential advice on how to work effectively with real estate agents and what to consider during site visits. Chris also discusses his book, "The Eminently Qualified Dentist," which includes a valuable self-evaluation scorecard to help dental professionals assess their leadership skills. As the episode wraps up, you'll get tips on regular self-assessment and Chris' philosophy on being always a work in progress.
What You'll Learn in This Episode:* Why demographics analysis is critical for dental startups * How to perform the "windshield test" to evaluate potential practice locations * Effective strategies for identifying the best areas for a new dental practice * Tips for navigating natural barriers and balancing commercial-residential zones * How to collaborate with real estate agents to find the perfect site * Insights from Chris' book on self-evaluation and leadership in dental practice * The importance of regular self-assessment for continuous improvement
Tune in now to equip yourself with the tools for a successful startup!
Sponsors:
Studio 8E8: Dentistry’s story-driven marketing agency. Traditional marketing repels. Story-first dental marketing attracts.
We bring your story to life in a way that captivates and connects: https://s8e8.com/affiliates/tdm?utm_source=tdm&utm_medium=affiliate&wc_clear=true
You can reach out to Dr. Chris Green here:
Website: thepracticelaunchpad.com
Email: cmgreendmd@gmail.com
Chris' Book - The Eminently Qualified Dentist: https://a.co/d/3AgXjbI (Reach out to Chris for a free copy!)
Mentions and Links:
People:
Dr. Thomas Reed
Software/Tools:
CoStar
Podcasts:
Jocko Willink Podcast
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: Hey, Chris, we'll talkto us. What's one piece of advice you can give us this Monday morning?
Chris: Hey there, Michael. I'd like to talk about demographics and actually the analysis of driving and having the area or the location you pick pass the feel and the site test more so than just the numbers test.
talk to me a little bit about that like driving around and just looking or.Yeah. So it's a little bit.more intuitive than that. we have our demographics reports. We might be looking at them. We're looking for that 3, 001 dentists to population ratio, you know, the high income area.
But then we have to look at how does it feel? Does it pass the windshield test? When I drive by behind the numbers, what does it feel like? So that's what I like to do.
Michael: What's the windshield test?
Chris: Yeah, so just. behind the steering wheel, you know, you're looking out the windshield and you're looking around and you're like, oh, cool.
There's a lot of homes being built or. Oh, wow. You know, The demographics report said this was only like 1800 to 1, but I'm not really seeing the dentists. where are they at? so does it pass the eye test? So to speak would be maybe another way to say that.
Michael: Gotcha. Okay. I like that.
So then if you can, let's just say we're listening to this and we decided to do that. We're taking a drive strategically. How should we start? What are we mainly looking for that are red flags and what are some things that. We can probably let pass.
Chris: Sure. So one thing that's well, known, if you've researched anything on demographics with a startup are natural barriers, like a highway that maybe people wouldn't want to cross or by us, there's the foothills in Colorado.
So there's no real homes along the foothills. So now I've just eliminated growth to the West of me completely. Right. So if I'm butted up too close to there. And a couple more dentists come in and there's not a lot of room for new homes. I could be in trouble long term and I'm praying for turnover of the existing home, so to speak.
The other thing would be, how much commercial real estate is in the area. Is there more commercial than residential, We want a nice balance of both and a lot of times in these newer areas that are up and coming The residential is there before the commercial is developed. So a lot of these projects are ground up commercial that we see a lot of startups going into they're waiting for the developers to finish to give them that great show
Michael: How do we know that's a good balance then the commercial? And then the residential,
Chris: some point you got to go with your gut and say, this is the location, right? You've worked with plenty of startups over the years. I'd turn the question back on you. What's your opinion on, some of that?
Michael: Oh man. so when we focus, we focus just on ground marketing, right? So if it's commercial. We do want a lot of commercial, if it's residential, you have the HOAs, you have a lot of other specific things that you can be a part of. So I don't know, I guess it just depends on the type of practice you want to be right in the city, specific suburban area.
Chris: Yeah, that's a great point. Are we talking a city and urban type atmosphere, rural or suburban for me? Just, I would say 80 percent of people are going to go to a larger suburb close to a major city. Let's say within 20 minutes to an hour outside a major city, Denver, Chicago San Francisco, whatever it may be.
Michael: Yeah, gotcha. Okay. you're investing so much money into this, right? Your startup. Why wouldn't, not everyone just want to do this?
Chris: And you said, hey, bring something that's unpopular. It's a little ambiguous, right? What I'm saying, it's not quite a science. It's a little bit of driving around, analyze the competition.
Maybe your real estate agent didn't show you place that was available that has great visibility that meets the demographics and everything. But it just isn't on their radar and you have to say, Hey such such real estate agent. Would you mind looking into this place? It looks like it's vacant.
Looks like it could be a good opportunity. I've seen situations like that work out really well for startup clients.
Michael: Okay. So when you talk to them, real estate agent, is there a way you would want to bring that up to let them know like, Hey, you missed a lot of stuff. Or no,
Chris: Some of them might be directing you where they know they're going to get a nice commission on it. But other times it's just not on the market, right? Maybe the hasn't listed it. maybe it's just doesn't show up on their searches on, what is it? CoStar or whatever. or maybe they didn't realize it was in a good demographic zone.
Based on your demographics reports. So it's a team approach. Remember no one is more invested in this than you, the startup doc, So they're dealing with maybe, 20 clients at a time or something like that, you have your one little baby, you gotta do everything possible to make sure it's a home run.
Michael: Nice. I like that. So Chris, you also have a book that you just came out with, right?
Chris: Correct.
So the book's called the eminently qualified dentist. I was listening to the Jocko Willink podcast and he talked about the eminently qualified Marine and I printed out this sheet and itit's about Marines and likethe levels of leadership what would signify that you're good at your job as a Marine.
And I was like, wow, what if there was a scorecard that we could more objectively evaluate ourselves as dental practice leaders. so myself and Dr. Tom Reed compiled with or 12 categories the practice culture.
Marketing leadership so on and so forth.And then some descriptions and ranking yourself from zero to five. And at the end, you could fill out the scorecard let's say you did that today, and maybe you've been working on some things you check in, six months from now, take test again and you see, Hey,it looks like I'm doing a little bit better as a leader.
It looks like I am growing in the trajectories in the right direction.So that was the idea behind the book and it's quick read, more of an evaluation something that you might take on a flight,fill it out, read it, and then, reevaluate yourself.
Michael: So if you can, one of the main things on there that you do, would you recommend, Hey, we should probably reevaluate ourselves every how often,
Chris: maybe quarterly, there used to be a scorecard that I would use and evaluate quarterly, definitely annually when you're doing your maybe annual goal setting and things like that.but for maybe a book like this, twice a year,
Michael: If you can let us know right now, where do you feel like, okay, I need to improve on this?
Chris: Sure. I would say if a hundred percent, means. You've got it all dialed in. I would say we're probably lying to ourselves. I would say where I could improve a little bit more is with hard So you could always get better at having those hard conversations and not putting hard conversations off. I would say that would be an area for me to focus on.
Michael: Yeah, man, that's interesting. So it does dive deep into the, not just like, what's your production looking
like? What do you want it to be? But it's. goes into the granular part of conversations, which honestly Chris like, I feel like that's hard for anybody. You know what I mean? Like that's a, a difficult, nobody loves to be like, I love coming in and having difficult conversations.
Maybe like 01 percent people, but that's good, man. Okay. So then this is available where?
Chris: This would be available on Amazon. It's called the eminently qualified dentist. I it's 19 or 20. I've sent out a lot of free copies as well. So just hit us up if you want a copy I've got some good feedback so far for the people that have actually gone through it.
It's, a reality check, right? When we introspective and evaluate how we're showing up to the world. we're always a work in progress is how I look at myself. So. There's always room for improvement and it's like when one category starts to do well, maybe another one suffers and it teeter totters.
So it's hard to find that balance and everything.
Michael: Yeah, no, a hundred percent, man. We go through seasons all the time, but awesome. Chris, I appreciate your time. And if anyone has further questions, you can definitely find them on the dental marketer society, Facebook group, or where can they reach out to you directly?
Chris: Sure. I'll just give my personal email. C M green D M D at gmail. com. You can also find me at the launchpad. com, which is our startup coaching group.
Michael: Nice. Awesome. So that's going to be in the show notes below and Chris, thank you for being with me on this Monday morning episode.
Chris: Hey, I really appreciate you having me, Michael.
Thank you.
How can a servant approach to leadership transform a dental practice? In this episode, Michael sits down with Dr. Bobby Grossi to explore his unique approach to patient care that goes beyond dental health to embrace overall wellness. Dr. Grossi shares his journey from dental school to owning a successful practice known for its holistic care and efficiency. By reverse-engineering his patient care model, Dr. Grossi ensures maximum efficiency and convenience, meeting all patient needs in one visit. He discusses the vital role of human capital, emphasizing staff development, ego removal, and the practice of regular performance reviews for continual improvement.
Dr. Grossi also provides practical insights on fostering a patient-centered practice culture. He shares his methods for effective communication, tailored consultations, and transparent payment plans, which build trust and commitment with patients. He addresses the challenges of handling difficult patients and the importance of maintaining a positive atmosphere by dismissing non-compliant or disrespectful individuals. With advice on mentoring staff, embracing challenges, and having a clear vision, Dr. Grossi’s approach serves as a roadmap for dentists and practice owners aiming for success and patient satisfaction.
What You'll Learn in This Episode:* What it means to practice servant leadership in dentistry. * How a holistic approach can enhance patient care beyond dental health. * The benefits of reverse-engineering patient care models for efficiency. * Strategies for investing in staff development and acknowledging their contributions. * Importance of removing ego and practicing regular performance reviews. * Tips for effective patient communication and building trust. * Handling difficult patients and maintaining a positive practice culture. * The role of transparent payment plans in securing patient commitment. * Dr. Grossi's philosophy on the abundance mindset in attracting appreciative patients. * Advice for younger dentists on embracing challenges and maintaining a clear vision.
Listen to this episode now to hear Dr. Bobby Grossi’s valuable insights on leading with care and efficiency!
Sponsors:For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
Guest: Dr. Bobby GrossiPractice Name: Grossi Dental & WellnessCheck out Bobby's Media:Practice Website: https://www.grossidentalandwellness.com/
Website: https://thedentistceo.com/
Email: drbobby@thedentistceo.com
Podcast - Relentlessly Committed: https://podcasts.apple.com/us/podcast/relentlessly-committed/id1501523027
Instagram: https://www.instagram.com/bobbygrossidds/
Other Mentions and Links:
Software/Tools:
Facebook Ads
People:
John Maxwell
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Are you feeling burned out or stuck in your profession? In this Monday Morning Episode, we're sitting down with Don Barden, an esteemed economist with over 25 years of experience on Wall Street who now dedicates his expertise to the dental industry. With a Ph.D. and deep understanding of financial markets, Don shares his unique perspective on the mental roadblocks that dentists face. He introduces a compelling framework that categorizes dentists into four types: failures, frustrated, traditionally successful, and transformative practitioners. Don's goal? To guide dental professionals in shifting their mindset, reigniting their passion, and paving the way for enduring success and fulfillment in their careers.
Drawing from his vast experience, Don lays out concrete strategies for developing the right mindset while steering clear of unproductive social expectations. He talks about the transformative power of focusing on personal and professional growth and stresses the importance of a self-managed practice. The discussion is packed with valuable advice for dentists aspiring to elevate both their career satisfaction and financial success. By the end of the episode, you'll be equipped with actionable insights to embark on a journey toward a thriving and lucrative dental practice.
What You'll Learn in This Episode:* The four types of dentists and where you might fit in. * Why mindset is critical for overcoming frustration and burnout. * Practical steps to shift your thinking and reignite your passion for dentistry. * How social frameworks may hinder your progress and how to block them out. * The benefits of committing to continuous personal and professional growth. * Strategies for developing a self-managed, successful dental practice. * How to unlock potentially lucrative opportunities within the dental industry.
Let's listen in to these transformative insights with Don today!
Sponsors:
For DSO integrations, startup solutions, and all your dental IT needs, let our sponsors, Darkhorse Tech, help out so you can focus on providing the amazing care that you do. For 1 month of FREE service, visit their link today! https://thedentalmarketer.lpages.co/darkhorse-deal/
You can reach out to Don Barden here:
Website: https://donbarden.com/
Email: don@dwbarden.com
LinkedIn: https://www.linkedin.com/in/donwbarden/
Mentions and Links:
Books:
The Self-Managing Company: Freeing yourself up from everything that prevents you from creating a 10x bigger future.
People:
Dan Sullivan
Places/Economy:
Wall Street
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Don, so talk to us before we jump into the one piece of advice. If you can give us a little bit about your background, who you are.
Don: Yeah, I appreciate this. First of all, before we even get going, I want to thank you for what you're doing. I tell you, this show is as good as it gets for getting people pumped up and ready to go and getting that information out quickly to people who need it the most.
So forget about me, man. I just want to thank you for for what you're doing. And yeah, I'll give you a quick background I'm a classically trained economist, Ph. D. S.25 plus years on Wall Street. I know economics inside and out, but I'm really a frustrated anthropologist.
So I care more about the decisions people make I care about yield curves and interest rates. So we can talk about that, but it's boring. What's important and I think this is so applicable to the dental industry. is what's happening. How does it make you feel? And most importantly, what do you want?
And I think that's one of the big struggles right now in dentistry. I've worked with dentists literally all over the world. It's my favorite group to work with. And for a couple of reasons one, most dentists out there are very frustrated right now. And they're frustrated because they fallen out of love.
With their first love or their first career love and that's dentistry and they didn't fall out of love with the active dentistry. They fell out of love with all the crap that comes with it, Cause nobody tells dentists how to run their business and what to do. money comes in, money goes out, you keep what's left over.
but then you wake up one day and you don't feel good and you're frustrated. But here's what I've learned is why I just love dentists. Dentists at their core are caregivers. They got into it with some unique path. Every dentist has got a cool story. But at the end of the day, when they get into it, they are caregivers and dentistry is a way to continue to care for people and the better they are at it and the more excited they are about it, the more the universe gives them opportunities and new patients and things to go out there and help and serve people.
Dentistry is a self fulfilling prophecy. for a love and it's a love that dentists have for their craft and for caring for people. Dude, of all the people I work with around the world, they're the best because they have that thing, that just makes them special. So, I've had a good career as a professor, as a consultant, as a wall street guy.
And at the end of the day, if I could just spend the rest of my days with dentists, I'd do it. Cause they're, that cool.
Michael: So like, what would be the one piece of advice you'd like to give us that can move the needle here?
Don: Yeah. When I say dentists are frustrated, a really unique proposition because there's only four times a dentist out there. There's the failures, the frustrated, the traditionally successful, and then transformatives. most people in the consulting world or whatever, they prey on. vendors are the same way that people are trying to sell you folks stuff.
They go after the failures because you're drowning and you'll do anything not to drown so they can sell you more stuff or they go after the traditionally successful. And those are the dentists that are just sitting around. They got a good, you're a member of the country club. Kids are in a private school.
You feel good about your spouse. Everything is good, but you're not going to do anything to disrupt that. Those folks take no risk. But what's interesting is where the market goes. Cause they think, everybody knows you, or, oh, you have a thousand new patients a month, or, oh, you got this. We need to do it.
The reality is you're not gonna do anything. It's because you're traditionally successful. You made it. Okay. You're not going to do it. The two types of dentists that I like are the other two, the frustrated, who are folks that are just raising their hand saying, I need help, but I don't know where to go.
Can you help me get from here to here? And then the transformatives. Those are the dentists that are always looking forward, always saying, I want to try something new. I want to continue to grow. I want to serve more people. How do I continue to transform? So I think the first thing dentists have to do right now is ask themselves, Are you a failure?
Or you're just frustrated. Are you a traditionally successful person, which means you're pretending, you don't want to risk anything. You're just going to pull up in your cocoon or are you transformative?
either way, the dentists that are going to survive and be happiest in the future or the frustrated and transformative, it's not going to be traditionally successful. It's certainly not going to be the failures. So if somebody's listening to this, they're like I'm a little frustrated.
Okay, let me tell you what to do. Or even if you're transformative, I'll give you the same advice. You might want to have to write this down. You need to change the way you think about how you think, about the way that you think about your thinking. You got that? So don't change your mind on something.
Change the way you think. About how you think about your thinking. And then what happens if you look out there and you realize, I need to get rid of all this social construct, this framework of what I read and what my buddies are telling me and what I see these other people who aren't even in the industry doing.
Forget that. Here's what dentists really want, whether they're frustrated or whether they're transformative, they want the same thing. They just don't know how to voice it. And this is what we try to help them go, wow, you're right. So many dentists right now are frustrated. They want out, they want to just quit.
They want to dump, they want to say, I'll sell it. I'll make a few bucks and I can brag to the country club that I sold my business and my spouse will be fine. And my kids will be okay. I'm not going to do the math about being broke when I'm 75 or 80, but we'll figure it out. I just want to go.
That's what the industry is telling you to do. You need to change the way you think about that. Maybe your frustration doesn't warrant selling and then transforming is the same way. When you're transformative, the universe brings every opportunity possible to you. And when that happens, you're going to get some people coming in and going, we love you.
We want to be a part of you. We'll pay you X amount more than what you're worth because we like what you build. And frankly, we think we can do it better. Yeah. Don't fall for that. So here's what I tell people when you're frustrated or when you're transformative, what you really want is a choice.
You don't want to say I can sell out and just put some money in my pocket. You want to commit to changing the way you think about how you think about the way that you think about your thinking and say, look, if I can roll up my sleeves and over the next 12 months, I really get back into this. I really put my head down.
I really start focusing on team development. I start focusing on the economics of what's happening. I start looking into the future and create a plan. First thing that's gonna happen is you're gonna fall in love again with the craft. You're gonna fall in love and say, Oh my God, when I start blocking all the noise out, I stopped worrying about the social construct or the framework about what everybody else is saying and doing.
I forget what my buddies at the country club are saying. I commit with enormous amounts of courage and capability. I commit to 12 months of real focus. Which means I'm going to become self managed as Dan Sullivan said. So I'm going to be a guy or lady in this business who I can walk away for a month, take my kids to Europe and Asia and Australia and come back and I made more money than I would have made if I was here.
That's what you want. But to do that, you got to change the way you think about how you think about the way you think about your thinking. what happens if you roll up your sleeves for 12 months and really get in, you're going to get some help. Sometime bring in people who are going to help you out.
Here's what's going to happen. You're going to wake up in 12 months. And 1st of all, you're gonna be in love with the business again, which is a beautiful, wonderful feeling. But number two, you're going to find that that choice has two sides to it. And it's both in your favor that you sit there and look at it and go, Oh my God.
Thankfully I've spent 12 months getting my life back together, focusing on my practice, team development, everything I need to do. I've got so many new pages coming in. I'm frankly in love again, and I'm making so much money. Why would I sell I'm making money when I'm not even here.
Why would I sell? Or when opportunity does knock, guess what? You're going to sit there and go, yeah, man, we're making a fortune. You don't even need me. This is a self managed practice. My name's not on the marquee. This is a machine that is just pumping out money. I'd sell it to you, but how serious are you?
And now you're gonna see a premium kick in. So imagine that in 12 months you went from frustrated or transformative to so unbelievably happy that you have a choice. I love my business again. I'm making so much money. It's crazy. I can take months off and make more money by not working than working.
I am in love and I'm making a lot of money and there's no end in sight to it. Why would I leave? Somebody might come up and offer you so much money. It's ridiculous. Real money, adult money, because you've created a self managed business that runs on its own. It's growing and it's got so much enthusiasm that it's contagious.
That gets you a premium. So don't think about what am I going to do to sell. Don't think about what am I going to do because I'm miserable. Think about how can I change my thinking? How can I commit with courage to seek the capabilities necessary to go out and just rock it? And when I do, I'm going to have some ups and downs.
during this next 12 months, and I always tell people this, if you're really committed to doing this, You're going to learn the art of being a successful manic depressant. Because one minute you're up, one minute you're down. One minute you're up, one minute you're down. But then it starts shortening and then before you know it, you say to yourself, holy cow, these swings aren't like they used to be.
My company's running on its own and it's great. And you sit back and you're in love again, you're making money again, and now you have a choice. And I think that's the biggest thing dentistry is facing right now is they don't think they have a choice anymore, but the only person that owns that is you, the dentist.
And if you say, I'm willing to change the way I think about my thinking and I'm willing to commit with courage and I'm going to go for these next 12 months and roll up my sleeves. So I know in 12 months I'm either going to be making so much money and it's crazy that I wouldn't ever want to walk away from my first true professional love.
dentistry or because of that, these folks that are throwing money around and throw real money around and when they do, that's a good day too. But either way, you now have a choice. You've got the high ground and you're driving it, but it comes from commitment and courage to change the way you think about how you think about the way that you think about your thinking.
And it puts a bogey out there that if you do it, man, it's just like working out, 90 days. It's going to be better if you focus on yourself and your business to drive not to sell Not to not feel miserable, but to drive to a point of nirvana where you have a choice Dude, there's nothing wrong with that And I see dennis all the time And it usually changes the mind when I just say the one thing Would you like to fall in love again with your career see men and women tear up because the real answer is yes I All right, it's going to take some work.
It's going to take commitment and courage. We're going to get the capabilities out there. dude, in the blink of an eye, it's going to be 12 months down the road. And since you had the courage to change the way you think about how you think about the way that you think about your thinking, you now have choice.
And both those choices are good. And the ultimate scenario is when you're in a position where you can't make a bad decision. You stay and keep it? Great. You sell it for a super premium? Great. They're both good decisions. So that's it, You know, Change the way you think about how you think about the way that you're thinking.
Be honest with you. Am I a failure? Am I frustrated? Am I traditionally successful? Or am I transformative? Either way, if you're honest, and you say, I want to fall in love with it again, change the way you think about how you think about the way you think about your thinking. Have commitment and courage and go out there and rock it.
And there's so many scholars out there, Dan Sullivan, all of them, who talk about that. You get out there and do that, you'll be in love again, and that's all anybody wants, right?
Michael: Yeah.
Don: It's a great thing. And dentistry is set for some big economic upturns right now. But it's going to be those who follow that path.
there's nothing wrong with having a good choice.
Michael: Yeah, to change the mindset of it. Awesome, I appreciate your time. And if anyone has further questions Where can they find you?
Don: Yeah, they find me on LinkedIn. Just say, Hey Don, I heard you on this show. Anybody who I do a podcast for, and I'm happy to do this for your listeners.
we wrote a book years ago that's, I think in 39 countries that talks about this type of mindset. I'll send anybody a free eCopy of it if they want, but they can reach out to me on LinkedIn or you can just send me a direct email at don@dwbardon.com. It's DON at dwb. A. R. D. E. N. dot com. I answer every email myself.
I talked to everybody. We got a great team here, but man, I'd love to help anybody out if they want to reach out and you just need a kind word. I'll be happy to move you from failure to frustrated. Or if you say I'm stuck in this loop of being traditionally successful, and that's not really me, but I'm stuck.
I want to get back to being transformative. Love your work, man. And I really appreciate what you're doing here.
Michael: Awesome. So that's going to be in the show notes below and also on the dental marketer society, Facebook group. And Don, thank you so much for being with me on this Monday morning episode.
Don: Hey man, keep it up. You're doing great work and just thrilled and honored to be here. So thank you.
How is data driving the dental industry now more than ever? In this episode, we dive deep with Steven Maroulis, the visionary CEO of Jarvis Analytics, to explore the transformative power of data analytics in the dental industry. Steven takes us on a fascinating journey from his beginnings in a marketing agency to spearheading a company that's reshaping how DSOs and group practices operate. You’ll hear about the pivotal moments in Jarvis Analytics' evolution, including their significant partnership with Henry Schein, and how their innovative solutions are driving operational efficiency and enhancing patient experiences.
Steven unpacks the critical metrics that DSOs need to track—like new patient acquisition, retention rates, and no-show percentages—and shows how focusing on these key performance indicators can lead to smarter, data-driven decisions. He discusses the role of modern technologies like AI and automation in eliminating manual tasks, thus allowing staff to dedicate more time to patient care. Through real-life examples, Steven explains the powerful impact of targeted marketing campaigns on patient acquisition and retention. You'll even hear about how detailed patient data can set up your Invisalign days for success, effectively turning your community into committed patients. By the end of this episode, you'll understand why embracing data analytics is not just a trend, but a game-changer for dental practices.
What You'll Learn in This Episode:* How Steven Maroulis transitioned from marketing to data analytics in the dental industry. * Key milestones in the growth and evolution of Jarvis Analytics. * The essential KPIs dental practices should track to improve operational efficiency and patient experience. * How to effectively reduce no-show rates with automated patient reminders. * The role of AI and automation in driving practice efficiency. * Detailed patient data's impact on running successful targeted marketing campaigns. * Practical examples of boosting conversion rates for procedures like Invisalign. * Steven’s vision for the future of fully automated data collection and analysis in dental practices.
Let's dive into this episode with, Steven Maroulis, to discover how data analytics can take your dental practice to the next level!
Sponsors:For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
Guest: Steven MaroulisBusiness Name: Jarvis AnalyticsCheck out Steven's Media:Website: https://www.jarvisanalytics.com/
Email: steven@jarvisanalytics.com
Henry Schein One Benchmark Report 2024: https://info.henryscheinone.com/2024_benchmark_study
Other Mentions and Links:
Terms:
ROAS - Return on Ad Spend
Software/Tools:
CallRail
Salesforce
Qlik
ChatGPT
Google Ads
Build Your Own KPI Tool
Practice Management Software:
Eaglesoft
Dental Brands/Businesses:
Henry Schein
MB2 Dental
Smile Brands
42 North Dental
Elite Dental Partners
Invisalign
Floss Dental
Ideal Dental
Deca Dental
Altima Dental
P4Denstist
Lighthouse 360+
Demandforce
Patient Engage
Sesame Communications
Great Expressions
Establishments/Organizations:
Vanderbilt Health
Change Healthcare
Fred Loya Insurance
People
Justin Puckett
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Could Instagram ads be the key to effectively marketing your practice? In this conversation, Dr. Anissa Holmes uncovers the secrets to leveraging Instagram ads to attract new patients and build a thriving practice. With her expert guidance, you'll learn how creating strategic video content, such as showcasing your practice’s unique features and sharing compelling patient testimonials, can drive local traffic and convert viewers into loyal patients. Dr. Holmes makes it clear that with even a minimal ad spend, you can achieve significant results that benefit your practice.
Dr. Holmes also takes you behind the scenes of her marketing agency, Digital Floss, and shares practical advice for dental professionals operating on a tight budget. From building a community of brand ambassadors to utilizing interactive quizzes and landing pages for effective lead generation, this episode is packed with actionable tips. Whether you’re new to digital marketing or looking to refine your existing strategy, Dr. Holmes provides the blueprint for success!
What You'll Learn in This Episode:
- How to use Instagram ads to attract new patients to your dental practice
- Techniques for creating engaging video content that highlights practice differentiators
- The impact of patient testimonials on local traffic and patient conversion
- Budget-friendly strategies for running effective Instagram ads
- How to build a community of loyal brand ambassadors
- Utilizing quizzes and landing pages for effective lead capture
- Practical marketing advice for practices with limited budgets
Don’t miss out on these expert tips – tune in to hear Dr. Holmes' invaluable advice today!
Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
You can reach out to Dr. Anissa Holmes here:
Website: https://www.digitalfloss.com/
Mentions and Links:
Tools/Resources:
Instagram Ads
Boost Post
Google Ads
Upwork
Squarespace
Brands/Products:
Invisalign
People:
Dr. Ashley Joves
Russell Brunson
Community/Groups:
The Making of a Dental Startup Group
Books:
Expert Secrets: The Underground Playbook for Creating a Mass Movement of People Who Will Pay for Your Advice
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Anissa. So talk to us. What's one piece of advice you can give us this Monday morning?
Anissa: Yeah, absolutely. So first of all, thank you for having me. so one thing that a lot of people are not aware of are the power Of Instagram ads.
this is something that I have been using for quite some time. I do have a marketing agency that focuses on social media, but what's really powerful about Instagram ads is that it's almost like when Facebook just got started and nobody knew about Facebook ads. Like it's literally happening right now.
And many of you early days of Michael's podcast, you know, you've heard me speaking about social media and Facebook, this is better than when I was teaching Facebook guys, the results are insane. what you're able to do If you have videos that you're putting up, so these are going to be.
Reels, where people can go and see that you're an expert or what makes your practice different, or maybe it's going to be a video testimonial, but putting a little bit of ad spend on it, So going in and boosting that video. And again, it's just going in following the prompts. But once you're doing that, a couple things happen, You're able to have people on your team helping you. Thousands and thousands of views. For example, in our agency, Digital Floss, we had a client who was not an extrovert, Very quiet, very humble very, kind, very shy, almost ish. And being able to have those videos. highlight the sweetness of this particular doctor and how they were there to really serve the community and the things that they were working on in terms of Invisalign and those things.
So anyway, you put the Instagram ads in and you can literally spend about 5 a day. And with that over a month, we were able to get about 30, 000 of views on her video of people that were five miles from her practice. Now, this is huge, but it doesn't stop there. All The other powerful thing is that when you're running.
Instagram ads. You have the ability within the ad itself to be able to drive visibility or traffic, if you will, to somewhere else, whether it's going to be your website, whether it's going to be your online booking link. My favorite is actually a digital marketing funnel, So imagine now having a quiz where people can see if they are a candidate.
For clear liners, or they are a candidate for dental implants, or if they qualify or pre qualify for financing right now, all of that traffic can go to that website where you are able to also collect email addresses if you have the right internal processes or team. Or agency and process to be able to call those leads to get them pre qualified to give them book the sky's the limit.
But again, being able to spend, that amount of money, a dollar or less per click to your website is huge. So again, imagine spending, like 5 a day or even committing to, you know, 100 budget. Being able to get a hundred people to click to your website and being able to get, 000 views is huge.
So that's the biggest thing that no one is talking about. There are definitely some people that are talking about Instagram out there that are teaching Instagram. If you go and look at their individual Instagram pages, though, there's typically, you'll see 300 views on their videos or a thousand views on their videos, right?
Maybe. Maybe, that allows me to really understand that that's not being done. it's all about getting people in your local market to see it. Compiling that with what Michael teaches, right? With all the ground marketing. It's really powerful. Google's great. But what can we do on the organic side so that people in our own neighborhoods, in our own communities are talking about us.
And so going into Instagram ads, compiling with that ground marketing guys is like game changer.
Michael: So if we wind a little bit, how can the community, see that they're an expert, for example, the videos that they boost, how do we know post is boost worthy or we're looking at it and we're like, that wasn't the best post.
Anissa: Yeah, so definitely there's some strategy behind it. I've seen lots of things again, just evaluating, but what works really well is utilizing the three opportunities at the top of your reels or your actual posts to be able to pen. Okay. And so what I recommend, whether it's either a photo post or a video is that the first real estate, the first post that you have pinned on the left.
Is going to be, what makes your, practice different? So what makes Glee Dental different, why are our patients choosing us, The middle one should be your focus, So if that quarter you want to focus on clear aligners, so you want to focus on all on four.
What do you want to be known for, Whatever that is, That video needs to be in the middle and the one all the way to the right is going to be a patient testimonial. So now within one quick glance, they're able to see that you're the expert why people are choosing you or what sets you apart.
And at the same time, have an actual patient validating or vouching for your practice. I actually recommend to just have an ongoing budget of five dollars a day. And those will ultimately with that strategy will wind up having before, you know, at 100, 000 views, 200, 000 views.
And again, being very strategic and, putting in the address of your practice location. And that allows you to, again, be able to target people that are five miles for your practice. And then. If you have an ongoing content strategy, which I 100 percent recommend, and you've got a video that's coming out every week or multiple videos, at least one of those videos every week, putting that 5 on.
And so if you've got that ongoing budget in addition to again, once a week, putting a 5 on it for those, I typically say, let's just do 5 for 7 days. And then next week we choose another video and we do it 5 for seven days. And that way you can stay within budget. I know there are different people that are listening to this podcast, a lot of, young practices and a lot of startups I know really listen to this as a huge resource.
And so as you're trying to really, modify or really stay within budget or like really tried to juggle a lot of things that strategy works really well. You know, The three at the top or every day and then once a week choosing one and then pushing it out for seven days and then it'll auto expire and then you just keep boosting the next one.
So there's lots of strategies and again, you can incorporate this in with funnels and call centers and all of the things, but this is something that people can definitely start utilizing where they can see some immediate results.
Michael: Nice. Okay. Great. And so I know you also mentioned.
There's a lot of views that start coming in right when we do this. So out of the views that happen, how many are like cheeks and seats? How many patients actually come in?
Anissa: Yeah. So there's two things that happen here. Okay. So number one is we're building a community of ambassadors. That ultimately you will not be able to turn off. So one of the things that I did for my practice if you remember, Michael was like, how did I get the 50, 000 people follow me? Like when my community started marketing for me, here I am now. 10 years out, 15 years out. I've got three associates and we don't have to do the Google ads and all of the things we just brought the practice in to do the social now.
Cause it's really cool. A lot of things that are happening, but the reality is we don't have to because our entire community now sees that we're an expert. And so if you commit to the strategy, even for a year, it will pay you forever. Imagine now everybody's talking about you. So it's not a short time.
Oh, I need to have five patients tomorrow. More powerful strategy than that, And so that's the 1 thing that happens, The 2nd thing that happens When we attach it to a funnel, is that now we're able to have the ability to collect email addresses to collect phone numbers, and now we can contact those leads immediately. The third thing that happens. Is that we have the ability once people are going to your funnel to actually have a tracking pixel there.
And so if you're looking at doing Facebook ads again, if you're using an agency for that, or you're doing it yourself now, you have the ability for those Facebook ads to now be seen to people first who have visited through either people watching your videos or going to the landing page. And so you're going to have higher convergence as well.
Michael: Interesting, I like that, building a community of ambassadors, you have a marketing engine from that point on. So then I know you mentioned the landing page that we can send them to. What should the quiz look like or do we do this?
Anissa: Yeah, absolutely. So once they are going to The landing page is typically a page that has Information about the service.
So for example, they're coming from an Instagram page Video or even a post, They go to a page and it'll say maybe it's going to be about pediatric dentistry. Is your child at risk for cavities? Take this quiz to find out. Or are you a candidate for dental implants? And so they go ahead and put in their information.
There could be information about the doctor. They could be some Google reviews on there. And again that's one way to be able to build it. But again, the power there is to be able to get the results. Now they put in their phone number, they put in their email, and the beauty of that is that now you have those email addresses.
We have a doctor within digital floss, where we're doing this with Instagram, also doing this with Facebook ads, and they now have an Invisalign day that's actually happening next week. And so what we're able to do for them. Is we're able to build out an email campaign to people who have previously gone in and taken the quiz some of them have become patients. Some have not but giving them that opportunity to come in and participate in this clear aligner day. Some of you guys know Ashley who has her startup Facebook group. This was literally the funnel that I built for her prior to opening.
But it was a startup funnel and what we're giving away was a chance to win a thousand dollar gift card or free teeth whitening for life. And so this could actually be put out before you even open up your appointment book. And now the beauty and benefit of that. Is that you have those emails so that when you're ready to actually start taking patients, which is what she did, she's able to email them and say, okay, we're now making appointments, or maybe even in that funnel, having the ability for them to be able to get an online booking link and start prebooking appointments.
If you don't have a back end team or agency to be able to help you. And so definitely, not just creating awareness, but creating that engine where you have the multiple touch points is going to be really powerful.
Michael: Gotcha. Okay. And then one of the last questions. let's just say our budget is like, oof, to the itty bitty.
Right. I know some people say like Instagram is a different type of audience than Facebook and then Google ads is like an overall kind of thing. What would you recommend? Would you just stick with Instagram?
Anissa: somebody has a very little budget. you know, I love to do Google ads and Facebook ads and funnels.
And I just need to start with something. What I would say is just pick up your phone guys, pick up your phone and figure out how to do stories, right? It's not hard. You've just follow the prompts, Because the power of stories is that you're getting into people's feeds.
You can download. The story, you can use it as a real then when it's in storage, you can put captions on there. You don't have to have an external software to do that. Now that can be a real and you can literally boost these videos yourself, an again, small budget. Huge impact, Once you get that going, then now it becomes, okay, great. This is going now. I'm busy you know, or I don't have time for this, or I don't want to be the person having to remember to do this. And at that point, you can look at bringing in a local photographer, a videographer to get videos for you, whether you're going out on Upwork or online jobs, or, finding somebody to be able to edit the videos and all of the things.
Or again, if you want to have an agency that can do for you, I own an agency is, for example, there are people that can literally fly in, do all of that stuff for you and you show up and the posts are there. But again, the thing is just don't not do it because you think that you need to have.
An agency or a big budget or all of those things, like my first website for my dental practice guys, I built it myself on Squarespace. Mm-Hmm. .. Same thing for my coaching program. Like I built it myself, right? And then now, it gave me some insight and when I realized, you know what, it's not as good as somebody else will do it, or, I just put a little bit more money and, and then I had somebody to help me with it.
And that's really the premium where you're gonna get to that point. But the point is like, do something. Don't not do anything. Right?
Michael: I love that. Yeah. And then real quick, digital floss.
Talk to me about that.
Anissa: So I'm pretty excited about digital floss. Many people knew me from teaching Facebook and teaching funnels.
I've worked with Brunson for seven years one on one. He's spoke about my Invisalign bundle and his book, Expert Secrets. And so after so many years about a year ago I was with Russell and I was like, I'm finally going to go ahead and say yes. I actually co founded a marketing agency with my business partner who is a pastoral assistant also agency owner Vemul we formed an agency that did not exist.
And so we literally go out and we film content. You speak with a premium copywriter, my copywriter who gives you really heart centered copy. We do the editing, we post for you, we build the funnels. And then now we can retarget with those Facebook ads. We do Google ads and it's really high touch again, clients saying, Oh, we've got an Invisalign day.
And the very day we're like, okay, here's some flyers that we've designed for you. ahead and print these out and put them at your front desk, right? Or we're going to email your, leads list. And then being able to have that call center that can get people pre approved for financing for you and put them right into your schedule.
So, that's our niche. We are, focusing there, but we're really excited about being able to help practices to do social correctly. And it's not about, followers. It's about actual patients that will come in and building the community to be that marketing engine for you.
Michael: Awesome. That's going to be exciting in this. And I appreciate your time. And if anyone has further questions, you can definitely find her in the dental marketer society, Facebook group, or where can they reach out to you directly?
Anissa: Yeah, absolutely. So digital floss is the best way to connect with us.
And what's really cool is that, we have calls and some people it's just social. Some people, they're like, I don't want to be on social, but I need help. And so we're able to help them on the Google ad side. And sometimes, honestly, it's just telling you strategy and say, you know what?
Let's start first with you doing it on your own and do this and do this well, and then reach out to us. we're just there to be a resource. My partner and I are practitioners first in the dental field, and so we're just really here to try to help give you strategy and help get you so that you can build that impact.
Michael: Awesome. So all the links are going to be in the show notes below if you want to reach out to Anissa. Anissa, thank you for being with me on this Monday morning episode.
Anissa: Thank you so much for having me.
Could personal branding and virtual care be the x-factor for your practice? In this episode, I'm sitting down with Melissa Turner, an industry powerhouse affectionately known as the @thetoothgirl on Instagram. Melissa unveils her fascinating journey from dental hygiene to co-founding pivotal industry events like the Denobi Awards and the National Mobile & Teledentistry Conference. She breaks down the art of building authentic, community-focused brands for dental practices. Melissa shows how practices can shift from overly credential-focused messaging to patient-centered marketing, using genuine team photos and local community engagement to tell a compelling brand story.
But the conversation doesn't stop at branding. We get into cutting-edge strategies for enhancing patient retention through virtual care and mobile services. Melissa passionately advocates for incorporating telehealth and mobile units to meet patients' evolving needs, especially as the population becomes more mobile. She envisions a future where every dental practice offers both in-office and remote care, ensuring no patient is left behind due to mobility or geographical restrictions. The episode wraps up with Melissa sharing her personal strategies for maintaining motivation and growth, including the importance of a balanced life and supportive work environments. This episode is packed with practical tips and visionary ideas that might be the next step for your practice!
What You'll Learn in This Episode:
- How personal branding can grow your practice.
- The importance of community engagement in building an authentic brand.
- Common pitfalls to avoid in dental practice marketing.
- Strategies for improving patient retention through virtual care.
- The future of dental practices incorporating mobile and telehealth services.
- Effective work-life balance strategies for dentists.
- The importance of supportive work environments, especially for parents.
- Practical steps for setting boundaries and maintaining personal growth.
Tune in today to learn the ins and outs of branding, virtual care, and the future of dentistry, with Melissa Turner!
Sponsors:For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
Guest: Melissa TurnerBusiness Name: Cellerant Consulting GroupCheck out Melissa's Media:Website: https://www.melissakturner.com/
Instagram: https://www.instagram.com/thetoothgirl/
LinkedIn: https://www.linkedin.com/in/melissakturner
Other Mentions and Links:
Software/Tools:
Zoom
Organizations/Events:
The Denobi Awards Red Carpet Gala
Oscars
National Mobile & Teledentistry Conference
Brands:
Starbucks
Uber Eats
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Could subbing in multiple offices before starting your own be the key to clarity? In this episode, we're bringing on Dr. Lara Saleh, a seasoned dentist, to reveal some game-changing advice for aspiring practitioners. Lara shares her journey from working in various offices to finally opening her own practice, highlighting the invaluable lessons she learned along the way. She candidly discusses the protocols and strategies that have made her practice thrive, from managing financial challenges to implementing clear emergency protocols. This episode is packed with real-world insights that could make all the difference for anyone dreaming of establishing their own dental hub.
Lara delves into the critical importance of working in multiple dental environments before taking the plunge to start your own practice. Recognizing what works and what doesn’t has helped her shape a practice that not only meets her standards but also ensures patient safety and satisfaction. She pulls back the curtain on the must-have protocols and the potential pitfalls, including which stress-inducing sedation techniques to avoid and why hiring adaptable team members is crucial. With a focus on continual learning and adaptation, Lara's advice is both practical and inspiring for any dentist looking to elevate their career.
What You'll Learn in This Episode:
- The benefits of working in multiple dental offices before starting your own practice.
- Key protocols to have in place for a successful practice.
- Financial challenges of running a dental practice and how to manage them.
- Non-negotiable practices that will ensure the smooth operation of your clinic.
- Effective team management strategies and the importance of hiring adaptable team members.
- Why continual learning and adapting to new systems keep your practice competitive.
Tune in now to empower your career with Lara's expert advice!
Sponsors:Oryx: an all-in-one cloud-based dental software created by dentists for dentists.
Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Visit Oryx today for a special TDM offer! (Just click or copy and paste the link here) https://thedentalmarketer.lpages.co/oryx/
You can reach out to Dr. Lara Saleh here:
Website: https://drtoothfairy.com/
Email: lara@drtoothfairy.com
Mentions and Links:
Terms:
Demerol
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Laura. So talk to us. What's one piece of advice you can give us this Monday morning?
Lara: my one piece of advice for anyone who is thinking about opening their own practice. is if it's possible to do what I did. And I think it's a wonderful start of a career. If you want to do private practice is to take some time off, but not completely off.
You'll be doing subbing or replacing doctors. Either because of an injury, or they go on maternity leave, or for any other reason, they just want to go on vacation, you just cover for them. So I did this exclusively for about 18 months before I opened my own practice, and that really opened my eyes to what I wanted to implement in my office, what were the non negotiable things that I wanted in my office, what I could compromise on, And the definite no no's. And I gained a lot of perspective by knowing what not to do in my office. And actually it set my priority list on what's really important and non negotiable all the way down to what's really a kind of forbidden to be done in my office. And that I do not want to go down that path.
And that was. The best thing that I did throughout my career, because when you work in one office for a long period of time, you're an associate, you get sucked into that office and the policies of that office. I think I covered about, 21 offices in the whole state of Virginia, where I worked, I just got to see so many things that I never thought I would implement in my own office, or I didn't think it would have been, a good idea.
But when I was there and practice in these offices, it turned out to be fantastic ideas that I would have never thought about had I not been in that situation in this office at that time.
Michael: After the 18 months, did you feel ready?
Were you like, okay, this is all I needed. I'm good to go on my own.
Lara: Absolutely. I felt I'm ready to do everything that I needed to do clinically to open a practice. But also there's not a lot of transparency when you're actually visiting an office. There's not like that huge door that they would open for you to look at their finances and to look at billing issues.
So that part, I just had to learn when I opened my own office because you learn it hands on, like the first time I saw an EUB is the first time I learned how to deal with an EUB. I've never seen one before until I opened my own office and that's how I learned it.
Michael: Yeah. Interesting. Okay. And then what were some of the non negotiables or the no nos that you mentioned?
Lara: most of it were protocols. That I did not want to implement those. Emergency protocols. really learned it the hard way in one of the offices you never think that it's going to happen to you, but it might happen to you.
And the worst thing is not to be prepared for it. So even subbing at those offices, I had it in my contract that I had to look at their emergency protocol before actually going into that office and making sure that. Their emergency kit is up to date and well stocked.
Michael: Gotcha. So emergency protocols and you immediately implemented that into your absolutely now.
Lara: Yes.
Michael: Okay. And then what were some things that you watched that you said, I would never want to do this. I thought I did, but I would never want to do this with my team or my practice. Yeah.
Lara: Honestly, oral sedations. my training program was very heavy on oral sedation. some of the practices wanted me to do.
To sedation at a time and then sedation fell out of favor, but some offices still were heavily sedating kids some of the offices would advise you to use their protocol, which might be something that you're not trained to use, like Demerol. I was not trained to use Demerol.
they had good record with Demerol. my stress level was much higher with sedations. And I knew that right there. And then when I wanted to open my own office, keep in mind that I opened my office after 10 years of practicing. So I've had a lot of experience experience and I saw a lot of things and I was okay doing sedation the way I learned how to do it.
But once I started seeing how these sedations are and how little control you have after the sedation for monitoring, I decided that is something that I do not want to do in my office.
Michael: So do you get a lot of parents who ask?
Lara: Actually some parents don't really know the difference between nitrous, mild sedation, moderate and deep sedation.
So there's a lot of people who don't know, so kind educating them. And I do refer some cases to other providers who do them. It's just I learned to be true to my comfort level and to listen to myself. If I'm not 100 percent comfortable with a procedure, I'm not doing it. And I learned that from, age and just stress levels.
I don't want to be stressed for the rest of the day or for two days after my sedation.
Michael: you ever feel Laura, like the ones that you feel super stressed or not comfortable, do you think okay, you know what, I'm gonna get there. I want to get there. I'm going to get some training. Or you're just like, Nope, that's just not how my practice runs.
That's not how we are.
Lara: After 10 years, I kind of learned, what really stresses me out. I just want to avoid it. let's say it's an advancement in pediatric dentistry, I definitely want to learn about it. So if it's something that we were not heavy on in my residency, I would want to learn about it.
But sedation, I had, a lot of training on it. And we were super competent doing sedations. We did this every morning in our residency. So every morning we started with a sedation three days a week. So we're super, super comfortable doing the sedation. It's just my stress level was high after doing them that I decided I do not want this chronic stress, even if it's not super high stress, chronic low stress, I feel is very detrimental for your health, your mental health, your physical health, and for everybody around you.
Michael: Yeah, no, a thousand percent. So then You worked at 21, that's a lot, 21
Lara: Sometimes it was just an afternoon.
So it still counts, but it was just an afternoon. But it was quick in and out. It would be an emergency. They'll call me and can you come in this afternoon and I'll show up for the afternoon.
Michael: Yeah. Interesting. Okay. So the 21 offices that you worked at, which were the things that you saw when it came to systems that they implemented?
Were a good idea or were not a good idea, but it turned out to be fantastic to you in your eyes.
Lara: Some of the systems that I thought were a great idea are system implemented by someone on site. There was that office manager that she ran this office.
lovingly being respectful to everybody and in an emergency situation, you have the team leader, you have everybody knowing their roles, things just fell into place. And the day went by so well. Another thing is an office manager that was super tight with the owner, I feel like everybody liked that nonchalant, but nobody knew what they were doing. So instead of doing your job, a hundred percent, everybody was getting by, by doing 50 percent and people just getting confused, who does what and when should it be done? So I feel like these kind of situation I wanted to avoid.
Michael: All the confusion and everything like that. So be more specific.
Lara: Yeah. having like a role for everybody and a very well defined role. So these are your responsibility. And it's kind of hard sometimes when you're a startup, cause you really don't, know everything.
And then you start making lists. And that's what I did. I started making lists and start as I go adding on to these lists of responsibilities, but it's so well defined that people have their boundaries and also like, this is what's expected of you and.
this is the outcome that I want. So you can do everything that is expected of you, but not have the outcome that you want. That means maybe you didn't give them enough training on it, there's something that needs to be fixed within those boundaries that you've set.
Michael: I like that. So then whenever you're making this list and you add new technology, new practice management software or something. Do you put it on there like, I expect you guys to get it, to know it, or do they sometimes say like, I don't like this practice management software, it's not working with us,
Lara: some people express this pleasure with some things. It's just cause you're adding things on their plate. But I was very clear that I am learning with them. So as I learn more things, they need to keep up with me. And that's how we're a team. If I'm just learning, that means everything is falling on me.
That's not teamwork. So as I learn and every CE that I go, I try to take at least one or two people with me, even though it will not be super beneficial for the dental assistant to come to a trauma. for me, it's just keeping that teamwork. If I learn something, I want them to learn with me.
If I evolve, I want them to evolve with me. And that's how I think the best thing for a team is to evolve together. So we have actually blocked time on our schedule when you're a startup, you have a lot of time, but I do block time for us to go through pediatric dentistry articles and I have also blocked time to go through our software.
everybody needs to know how to schedule an appointment, how to cancel an appointment, how to collect payment. Everyone in the office, no matter what their role is, everybody needs bare minimum. And then with our current software, we have a lot of evolution in it. And requests, so they keep adding stuff to the software and we block time to actually go through every additional feature, whether we use it or not, it's going to be determined later, but we all go through it together.
Michael: I like that. And then the software you guys use is what right now
Lara: is Oryx cloud based.
Michael: Gotcha. Is there a reason why you guys went with cloud based?
Lara: I think this is the future of everything having your software, your radiographs, everything in the palm of your hand, anywhere you go was just a non brainer for us and not having a server and depending on backing up those servers was just I feel like it's a dinosaur age to have anything that is not completely cloud based.
Michael: Okay. I like that. So then any final pieces of advice that you would like to give to our listeners?
Lara: If you're thinking about opening your own practice. Open it with the mindset of the future.
if you're going to hire somebody, hire them thinking that they need to be open to all the newer technologies that you want to implement. Do not hire someone who's so attached to their previous, say software, or do not hire someone who's attached to their previous practices who are not open to learning new things.
Most of my hires have no dental experience. And it worked out great for me.
Michael: Wow. That's fantastic. If anyone had any questions or concerns, where can they reach out to you?
Lara: They can reach out to me at my first name, Laura at Dr. Tooth Fairy, which is the name of my practice. Laura at drtoothfairy. com.
Michael: Nice.
Awesome. Laura, thank you so much for being with us. We appreciate it. And thank you for being with me on this Monday morning episode.
Lara: Thank you for having me.
Are you struggling with high staff turnover and inefficient hiring? In this episode, I'm sitting down with Dr. Mike Neal, optometrist and founder of Build My Team, to uncover how his innovative approach to hiring can transform your practice. Dr. Neal shares the origin story of Build My Team, a company created to tackle the widespread problem of hiring based on misleading resumes. Instead, they focus on identifying candidates' natural strengths through rigorous psychometric assessments, ensuring the right fit for the job every time. This method not only improves team performance but also dramatically enhances staff retention rates.
During our conversation, Dr. Neal elaborates on the intricacies of the hiring process—rewriting job descriptions, sourcing candidates from over 20 job boards, and using advanced assessments to filter the best candidates. This comprehensive approach saves practices significant time and effort while guaranteeing that only the most competent staff are hired. The results speak for themselves: improved gross revenue, increased net income, and a more motivated team. Dr. Neal's insights extend beyond hiring new staff—he also shares strategies for assessing current employees to ensure each individual is in the role best suited to their talents. By leveraging the right technology and making swift decisions, practices can ensure long-term success and stability.
What You'll Learn in This Episode:
- The common pitfalls of traditional resume-based hiring.
- How Build My Team's assessment-driven approach improves staff retention.
- The process of sourcing and evaluating candidates from multiple job boards.
- The impact of effective hiring on a practice's revenue and team morale.
- Strategies for assessing and optimizing the performance of existing staff.
- The importance of quick decision-making and leveraging technology in hiring.
Ready to revolutionize your practice's hiring process? Let's listen to what Dr. Mike Neal has to say!
Sponsors:For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
Guest: Dr. Mike NealBusiness Name: Build My TeamCheck out Mike's Media:Website: https://www.buildmyteam.com/
Other Mentions and Links:
Software/Tools:
Indeed
Establishments:
Wharton Business School
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Have you been wondering how AI could revolutionize dental practices and patient care? In this Monday Morning Episode, we chat with Mike Buckner from Pearl, an AI company dedicated to transforming the dentistry landscape with cutting-edge technology. I begin by asking for insights on integrating AI into dental practices, Mike emphasizes that, despite the confidence many experienced dentists have in their diagnostic skills, patients increasingly expect advanced technologies that offer precision and unparalleled care. He delves into how Pearl’s AI assists by marking pathologies on dental x-rays, making dental issues more comprehensible to patients and boosting acceptance of recommended treatment plans.
Mike shares compelling statistics from the CDC on undiagnosed conditions and highlights how AI offers a valuable second look, ensuring no critical details are overlooked. He discusses the reliability of AI, acknowledging its occasional false positives or negatives but likening it to a TSA scanner that identifies areas warranting closer dentist inspection. Throughout the conversation, he emphasizes that AI aids rather than replaces dentists, providing them with robust tools to enhance diagnostic accuracy. A deeply personal story about his wife’s missed breast cancer diagnosis underscores the broad potential of AI to elevate diagnostic care across medical fields. As the episode wraps up, Mike encourages listeners to explore Pearl’s offerings and consider a demo to experience AI’s benefits firsthand.
What You'll Learn in This Episode:
- How AI is transforming the field of dentistry and patient expectations
- The advantages of using AI for diagnosing dental issues through x-ray analysis
- Key statistics on undiagnosed conditions and the role of AI in mitigating these
- The limitations and reliability of AI in diagnostic procedures
- Personal anecdotes highlighting the broader significance of AI in healthcare diagnostics
Don't miss out on discovering how AI can elevate your dental practice and ensure the best patient care – tune in to this episode now!
Pearl AI: The Future of Dentistry, Powered by AI: https://hellopearl.com/ (Don't forget to mention you heard about Pearl AI on the podcast!)
You can reach out to Mike Buckner here:
Website: https://hellopearl.com/
Can You Beat AI? http://play.hellopearl.com/
Mentions and Links:
Podcast Episodes:
402: DR. KYLE STANLEY | BEVERLY HILLS DENTIST – THE DENTAL MARKETER PODCAST
Products/Brands:
iPhone
Sources for Referenced Stats:
Development of a Deep Learning Algorithm for Periapical Disease Detection in Dental Radiographs
Diagnosis of Occlusal Caries: Part I. Conventional Methods
Products - Data Briefs - Number 307 - April 2018
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Mike. So talk to us. What's one piece of advice you can give us this Monday morning?
Mike: A little background. I work at a, an AI company, right? Pearl. and so what we're doing is we're helping dentists see and analyze everything that's on the x rays that are taken.
And oftentimes, you know, it's really interesting, but oftentimes talk to dentists who say, you know what, I've been looking at x rays. for the last 20, 30 years, I don't need help. I don't need technology to help me look at or diagnose or find things on x rays. I never miss anything on my x rays.
And I guess a piece of advice that I would give is that it's not necessarily about. You know, that sounds really bad, but it's really about the patient and what the patient is expecting. oftentimes we get an influx of patients that reach out to us at Pearl are asking us, Hey, can you help us find a dentist in the area that we live in that utilizes artificial intelligence?
because they've been burned before. They've had bad experiences before they needed to go and get a second opinion before. And so it's really about what the patient's expectations are. What is going to give your patients the peace of mind that they are going to a practice that leverages the latest and greatest in technology so that they are going to someone who's going to provide them with the best oral care available.
Michael: And so you guys have been bumping into this a lot with regular population, general population asking.
Mike: Yeah. So we, we get a lot of patients that,have an interest in what we're doing with artificial intelligence and highlighting all of the pathologies on the x rays because really what it does is it's giving the patients as a patient's in the chair.
It gives them the opportunity really for the first time to kind of see what the clinician's seeing, to see what the doctor's seeing. The dentist can look at the x rays and he can see and analyze almost everything that's on there. But when he's pointing out the treatment to the patient, the patient's like, I'm sorry, everything looks
Kind of gray or this dark color gray, because the doctor's like, do you see this area right here? That's a little darker and for them. They're not seeing it But when AI can come in and highlight all of those areas on the x ray it breaks it down for them It helps them see it and understand it and when they see it and they understand what's going on in the x rays it makes sense to them.
It truly leads to an increase in case acceptance.
Michael: Do you, Mike, by any chance have stats on how much missed things have happened you know what I mean? like my own self trust. I got this. Don't worry. I've been doing this for years. Compared to AI.
Mike: I do. In fact, I'm glad you asked that. We did not rehearse this before, but I actually have some stats up that I wanted to share.
this is right off of the CDC website. are some studies show that 43 percent of carries in x rays are undiagnosed. 20 percent of carries diagnosed in patients are not actually carries. here's the big one, 49%, almost right down the middle, almost a coin toss 49 percent of periapical radiolucency and x raysare undiagnosed.
That's huge. Yeah. That's massive. And even if it's just one that's missed, now, unfortunately we're seeing it more than ever. We're seeing, law firms that are advertising to patients. saying, Hey, did your dentist miss this or miss that? Cause if so, click here and submit a claim and we're going to go after him and get you some money.
It's, unfortunate, but that's really the way that things are going. So, This just allows that second set of eyes, that peace of mind, especially as you have associates, you've got other people working with you in the practice to make sure that everyone is seeing all of the detections.
It's not diagnosing. But it's just helping highlight and find things earlier or sooner than human eye might be able to.
Michael: the human eye can only see between 30 and 50 different shades and tones of gray, artificial intelligence, it has the ability to really pick up and highlight between 500 and 700 different shades and tones of gray, it really is able to catch things earlier than what a dentist might be confident in finding diagnosing.
Gotcha. Okay. now this is a question I've seen floating around. Can AI make mistakes?
Mike: Absolutely. In fact, what I would say is that when you do install or implement AI, there will be times that you'll look at it and it might be a false positive.
It might be a false negative. And here's really kind of reasoning behind it. if you go onto your phone, your iPhone. And they have that search in your photos, you can go to your photos and you can search and type in something fairly generic into the search. You can type in like a dog or a cat and it's going to go in and it's going to give you all of the pictures, all categorized, all bunched together, all the pictures of dogs in your phone.
But you might have a couple of those that are going to be cats or might be deer or might be something else, but it looks very similar to that. Now, this is where it's not a replacement for the doctor. It's not a replacement for the human eye, because if you look at that, you can easily see, Oh, you know what?
It's actually a deer. It looks like a dog, but I can tell that it's a deer. The same thing applies with the x rays. Sometimes the x ray might be taken on a poor angulation or with a lot of overlap and it might pick something up. But looking at it, oftentimes the doctor will say well, yeah, I can see why it might be highlighting or showing that as carries.
But I know that there's just massive area of overlap or something else that, they can easily see and pick up.
Michael: So would you recommend if we're utilizing Pearl or AI, right? We use it Hey, this is our first round and then I will double check it as a doctor and make sure it looks good.
Or the other way around,
Mike: because it works instantaneously, I would almost suggest look at the areas that the AI is saying, Hey, there might be a curious lesion here. Very similar, Michael, when you go through like TSA at the airport, you walk through that scanner.
And when you walk through, there's a little box that it shows kind of an outline of a person and it shows a little box to the TSA agent saying, Hey, you should probably check this area. And that's very similar to what the AI is doing. showing you the areas to the dentist that saying, Hey, you might want to check this area based upon the pixels on the x ray in this area.
There's a high likelihood that there's, radiolucency that's found within this area.
Michael: Gotcha. it's really good. To always keep that alert on this thing. And so with AI, you mentioned that patients reach out to you. Is there a specific thing that you guys do where you're like, Hey, there's doctors near you who have, you know,
Mike: So we don't have anything that's programmed yet that we, have released, probably coming soon, kind of a little teaser there but, is something that AI is huge in medicine. we talked about this, right before this podcast where, it affected me as well. In fact, my wife's breast cancer was missed on a mammogram. And I started researching where is AI in mammography we're seeing more and more of it, but patients are aware of this.
Patients know that AI is here to stay. It is really elevating the standard of care because humans are prone to mistake. Humans are prone to errors and missing things. And the AI is really kind of that, unbiased, able to just highlight all the data that's shown and let the clinicians, let the doctors make the final decision.
Michael: Gotcha. Can I ask Mike, what made you, when it came to the breast cancer with your wife, get like a second opinion and not just depend on that one doctor and say, Hey, cool.
Mike: Yeah. It's funny. there was a phrase that was shared with us when the oncologist, showed us the mammogram and then he said, we can do an ultrasound.
We did the ultrasound. Same thing. It's not really typical to what we see with breast cancer. And then he said, we can watch it. you're young, I wouldn't worry about it. You can come back next year. We'll get another mammogram.
We can see if it's changed in size or anything. I'm like, there's no way there's no way I'm watching it. Cause I know what that means. What are we going to watch it do? We're going to watch it get bigger. I don't want to play with that. that's really where I thought, you know what? kind of. wanted to research where is AI in mammography? Because this all happened while I'm working at Pearl, while I'm working at a company that is bringing artificial intelligence, aid or detections to x rays. those words, we can watch it. To me, it was like, okay, the doctor sees something there, but is not certain enough.
To give a diagnosis.
went ahead with the biopsy and the biopsy came back positive. She's doing well now, but the biopsy came back positive and I went home and I was like, Oh my gosh, of course. humans make mistakes.
don't blame him because here's the thing that I don't know. Was that his first mammogram that he looked at on Monday, or was that his 500th mammogram that he looked at on Friday and where everything is kind of all blending together, can't blame him for that, humans just make mistakes, but that's really where after we got the results back from the biopsy, I went back and I started researching this.
And, AI in medicine is making massive strides all across all the different fields in medicine. And it's exciting because I do think that it will improve the overall standard of care.
Michael: That's interesting. Man, that you mentioned that because for a lot of patients. Dental or not, like this is their, visit, whether they're in the chair, right?
And then they're getting checked up on and stuff like that, that could be their first most terrifying experience ever. But for the doctor, it's it's Friday, my last pay, I just want to get out of here kind of thing. Right. I have stuff to do. And so the doctor could be super experienced.
But the time of day and how they're feeling and everything plays a huge factor, and that's what can miss it, right? And so I guess we're not really thinking of, oh, this is the patient's first and most terrifying experience ever here with us. And they're depending on me to get everything on point, but I'm like, I gotta get
Mike: out of here
Michael: kind of thing, right?
Mike: Yeah. you look at those x rays, we've been looking at the same black and white and gray technology for a long time now
oftentimes it is kind of on the fence, like, should we treat it? Should we not? We don't want to be too aggressive. But I remember I've been to the dentist before and the dentist has told me like, ah, there's something here, but might want to just keep an eye on it.
And I'm like either there is, or there isn't. Can we stop it? Can we do something to remineralize whatever? But don't just let me walk out of here. If you see something there let's take care of it. I want to fix it.
Michael: Yeah. A hundred percent, man. That's true. Awesome. Mike, thank you so much for your time.
I appreciate it. But if anyone has further questions or concerns, where can they reach out to me?
Mike: Actually you can go to our website. Hellopearl. com. If you go to our website, you can sign up for a demo of Pearl. see how the AI interfaces with your x rays.
what it can do for your practice. So we really have designed different features and different tools for all areas of the practice, whether it's front office, whether you're a hygienist, you're a dentist. We really have, explored ways to leverage artificial intelligence to really increase overall efficiency and the standard of care in the practice.
Michael: Awesome. So that's going to be in the show notes below. So you can reach out to Mike and get that free demo. Mike, thank you so much for being with us on this Monday morning episode.
Mike: Thank you very much.
How does a oral surgeon transform into a social media sensation WHILE building a thriving multi-location practice? In this episode, we dive deep with Dr. Jason Auerbach, an oral maxillofacial surgeon who not only founded Riverside Oral Surgery but also became the popular Instagram persona "Bloody Tooth Guy." Jason unveils his entrepreneurial journey, giving you a glimpse into how he turned his practice in River Edge, New Jersey, into an industry leader. He shares his road map to success, highlighting the importance of optimal patient experience, strategic acquisitions, and genuine communication with referring doctors. His story is a testament to how balancing clinical artistry with business prowess can result in a flourishing practice.
Jason also elaborates on how social media has played a pivotal role in shaping his personal brand. His Instagram account, initially aimed at surgically-minded young dentists, has unexpectedly amplified his practice’s reputation. However, what's truly fascinating is how Jason separates the content for his personal brand from that of Riverside Oral Surgery, ensuring a clear focus on expert patient care. He discusses the balance needed between embracing emerging technologies like digital dentistry and robotics while preserving the human touch. The episode is peppered with Jason's insights on maintaining authenticity, fostering a supportive work culture, and prioritizing steady, incremental improvement. Whether you have years of dental experience or are just starting out, Jason provides valuable advice in this episode.
What You'll Learn in This Episode:
- The journey of transforming a single practice into a successful multi-location entity.
- Importance of referral management and transparent communication with referring doctors.
- Strategies for cultivating a positive and hospitable environment for patients and staff.
- The role of social media in building a personal brand and enhancing a practice’s reputation.
- Balancing technological advancements in dentistry with clinical artistry.
- Insights on authenticity, perseverance, and incremental improvement for long-term success.
Ready to get inspired by the dynamic world of modern oral surgery? Tune in to this episode now!
Sponsors:For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
Guest: Dr. Jason AuerbachPractice Name: Riverside Oral SurgeryCheck out Jason's Media:Website: https://www.riversideoralsurgery.com/
Jason's Instagram: https://www.instagram.com/bloodytoothguy/
Practice Instagram: https://www.instagram.com/riversideoralsurgery/
Email: jma@riversideoralsurgery.com
Other Mentions and Links:
People:
Dr. Pimple Popper
Elon Musk
Jeff Bezos
Businesses/Brands:
Max Surgical Specialty Management
3Sixty
Establishments:
New York University (NYU)
Kings County Downstate Medical Center
Prudential Center
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
We all love when our peers agree with us online, but could this be hurting our mindset and creativity? In this episode, I sit down with Jennifer Pearce to explore the perils of groupthink and the profound impact of mindset on success in the dental industry. We dive deep into how maintaining a healthy, critical approach is crucial for dentists, especially when transitioning from larger DSOs to private practice. Jennifer passionately discusses the dangers of groupthink, revealing how it can obstruct innovation and stunt personal growth.
Through examples and insights from her coaching experience, Jennifer sheds light on the necessity of evolving one's mindset. Whether you're just starting in the field or looking to make a significant career change, this episode is packed with practical advice and thought-provoking ideas. Tune in to discover how critical thinking and self-awareness can become your greatest assets in navigating the complexities of a dental career.
What You'll Learn in This Episode:
- What is groupthink, and how does it affect personal and professional growth?
- Why mindset is critical for success in dentistry, especially in private practice.
- How to transition from working in DSOs to establishing a private practice.
- The importance of critical thinking and self-awareness in overcoming industry challenges.
- Real-life examples and insights from Jennifer's coaching experiences.
- Practical tips for evolving your mindset at different stages of your dental career.
- Strategies to maintain an independent and creative approach in a collaborative environment.
- How to identify when you're falling into the groupthink trap.
Let's get into our episode with Jennifer Pearce today and learn how to steer clear of groupthink!
Sponsors:
Studio 8E8: Dentistry’s story-driven marketing agency. Traditional marketing repels. Story-first dental marketing attracts.
We bring your story to life in a way that captivates and connects: https://s8e8.com/affiliates/tdm?utm_source=tdm&utm_medium=affiliate&wc_clear=true
You can reach out to Jennifer Pearce here:
Website: https://prosperitydentalsolutions.com/
Email: jennifer@prosperitydentalsolutions.com
Mentions and Links:
Terms:
Groupthink
People:
Travis Kelce
Events:
Super Bowl
Football Teams:
Dallas Cowboys
Kansas City Chiefs
Insurance Companies:
MetLife
Companies/Brands:
American Airlines
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Jennifer. So talk to us. What's one piece of advice you can give us this Monday morning?
Jennifer: Good morning. Um, the first thing I would like to say is group think is a powerful thing. It's also can be a very harmful thing and your mindset is pivotal. But how you establish that mindset is more pivotal, and this is why I bring up the subject of groupthink.
Michael: Okay, so groupthink, and then you, one thing you mentioned is how you establish your mindset. First and foremost, how do we establish a good mindset? And what would be good?
Jennifer: I don't think that you wake up one morning and say, I'm going to get a good mindset. I think it's an accumulation of experience. things that you do right, things that you do wrong.
We all tend to learn more from things we do wrong. But I do feel that it needs to be, um, critical as to what you're trying to accomplish. Because. What I see a lot of today, and this is why I talk about groupthink, is, oh, I'm experiencing this. Let me go on social media or Google and Google what I'm facing and see what other people say or think about.
current conundrum, problem, or whatever. And so when you're a dentist and you're raised in the critical thinking, genre in your schooling, that's great. But sometimes I feel like the critical thinking or the awareness of the mindset thinking gets a little bit muddy when we're looking for a solution to a problem.
So this might seem a little like a vague answer and I don't mean it to be, but mindset is. It's not something you wake up one morning and say, okay, I'm going to do a through Z. And then I'm going to have a good mindset. It has tributaries. It has things that take you off of stream. And then you come back onto the stream and being in the ebbs and flows of your mindset, awareness, and growing sometimes for dentists being highly technical thinkers, this gets scary, muddy, um, overwhelming And that's part of it, too. It's part of the process. So I think mindset a little bit is an overused word or a misunderstood word, but your mindset and how to fix your business is pivotal. So let me give you an example, if I may.
Michael: Yes.
Jennifer: So when you're a new practitioner, you've decided I've come out of school and I'm going to go work at a DSO and I'm going to get some skills, whether it be becoming faster at your skills.
better at your skills, whatever. your mindset at that time is knowledge acquisition, time inefficiency, learning how to be with a team, what you need from the team, those kinds of things. I coach some people, some doctors who have come DSO environment, go into a private environment, and it's not the same they've evolved.
What they expect from their team could be different and they haven't done enough work on their mindset. They've mainly worked on their technical skill sets. So there's technical prowess, there's a mindset, and there's leadership. And all of these are pivotal pieces to your practice growth.
If you decide to have one or your own, clinical growth. If you decide not to have a practice and be within a DSO environment. could be DSO. It could be ideas. So it could be a number of things. I use DSO. It's a very broad term for private. Versus corporate versus anything you do not own. Okay.
So a lot of the doctors don't realize they have been put into a mindset and leadership, path or story. And sometimes they're not aware of that's what's happening. And they adopt some of that as their own. So this is where I say your mindset is very important because it's almost like you've been kind of in a cult and you may not know it.
And then you come out of the cold and you decide I'm going to open a practice or I'm going to do this. Your mindset has to be your path. Your mindset has to be where you take it. It becomes your vision. It becomes your, your style of business. I often say with mindset, I'm from Texas, so pardon my frankness, but if you do not choose your saddle, your saddle will choose you.
Michael: And it may not be a good saddle for you. So people choose to go into different business models within dentistry for whatever reason. There's, so many reasons we can give for why people choose. But. the mindset that got you there when you choose whatever you choose. And then the mindset that takes you along your career, five years, 10 years, 15 years in has to evolve because what got you the first five years won't get you to the next five years.
Jennifer: What got you through the first 10 years may not get you through the next 10 years. Um, because I probably am not telling anybody anything they don't know, but we are in what I consider to tonic shifts in dentistry. which I've been in for 30 years. So over the last, I would say 12 years, I've seen tectonic shifts, whether it be from technical disruptions, team disruptions, COVID, you know, incidents, which has changed us all.
So, mindset is something that has to always be, brought to awareness and, challenged with inquisition of what you really want, not just challenging, just to challenge. Yeah.
Michael: Yeah. Cause I feel like, well, then let me know, Jennifer, when it comes to mindset, let's just say we come out of a DSO.
This happens a lot, right? We come out of a DSO, we enter into a private practice, then we start liking the private practice. Oh my God, the doctor was amazing. I love the way she works and everything, but it's time for me to open up my own practice. Right. And so they open it up. They take systems from the private practice.
They take some things they like from the DSO, but they hated it. They're like, I hated the, the non. You know, we were like a drill and fill and get out kind of thing. Right. And so where is it with the doctor who's opening up the practice where they're like, all of this is mine, my mindset, or is it okay enough for us to kind of take pieces of stuff that we like and things like that.
But maybe later on, we never questioned it. And then we're like, I never really liked that. I, it just worked to make money kind of thing. And I guess.
Jennifer: It's called the status quo. I coached two practitioners right now that did just that. They were very successful in a DSM environment.
And so yes, event, they knew eventually they were going to have their own. That's no big secret. It's something that happens, right? But they love the, the systemization. Yes. Of what they had at the DSO. And they were then in this illusion and bubble of what the DSO had created as far as the continuity of how things went, whatever leadership had been established.
They may have liked pieces of the leadership as a doctor, but not the other pieces.
Michael: You
Jennifer: know, there's so many little intricacies to this conversation about that, but they never realize. The stress. The amount of personal time everything's going to take till they buy it. And then, uh, one that I have been coaching now for a year and a half, but unbeknownst to her, a dumpster fire, she did not know what she bought because.
A lawyer told her it was okay and a broker told her it was okay, but she never really looked the business itself and in got in the practice management software and all those kinds of things. So, and many times she has said to me, I was really good at this and a DSO environment, but in this environment, it's completely different.
And I said, so yeah, we've got to work on. Your mindset towards now that you own it, your leadership style. Now that you own it, which systems did you like? Which systems did you not like? Let's make this saddle fit your ass. you now own the saddle, you own the horse, you own it all. and they just don't realize it's like anything else.
None of us realize till we jump into something. And then we're like, wow, I can't swim this fast or chew this fast. What do I do? How do I get it? Right. And I think the hard thing for all this is then we're talking to somebody who now has a husband or a wife. and children and life and those things may not have been part of the stressors to begin with, right?
So your mindset towards what gets your attention at what times and then focusing that attention, um, cause usually dentists, as you know, and it's no big secret that they're technical. they're the technical tinkers. They want to work with their hands and all that stuff. So.
Michael: Interesting.
Okay. So internet show group think
Jennifer: yeah
Michael: is powerful. You said, but horrible sometimes.
Jennifer: Yes
Michael: In the sense of when can it start becoming horrible for someone?
Jennifer: So I'll see something being said. let's just talk about, you know, on Facebook because it's something everybody understands, right? And you'll be in a group and there'll be, you know, a doctor will state something and then 60, 70, 500 comments come along with other doctors and it's.
Same, same, same, same, same.
Michael: Yeah.
Jennifer: So, one of the things that I really work individually with people on is standing in your rightness. R I G H T N E S S. But when you get a hundred things of agree, agree, agree, agree, and you realize there's, there could be some nuances to that answer, not judgment or this is wrong, whatever.
Um, you realize they're all group. Think group. Think feels comfortable group. Things feels vindicating group. Think feels, Oh, I must be right. If I can just get everybody else to listen to me. My pain will stop and no, you're all actually maybe only a skosh wrong, but you're wrong, you know, in how maybe you're leading or how you're trying to get something to be accomplished or whatever, which then over time leads to status quo, where they just.
Pull back. And they just say, this is too hard. I pay my team. They're doing okay. We're doing okay. I want to be with my wife and children or my husband and my children. This is okay. This is enough. This is, this is what dentistry was for a very long time. You know, it was a cottage industry business. and the dentist would show up to do his or her work, tinker.
Michael: Yeah.
Jennifer: They'll go home. Now we have more entrepreneurial based dentists. We have more competition. We have the insurance derivatives. DSOs, you know, different models. And so it's like a pressure cooker now. And I think the pressure cooker. gives groupthink a place to go and kind of hang out for a minute and yeah, yeah, yeah. So funny share. Okay.
Michael: Yeah.
Jennifer: I love football. I'm from Texas. I'm a football girl. If I could buy the Dallas Cowboys and flip that team, I would. Okay. So watching the super bowl, most people tend to watch the super bowl. So it tends to be a good bonding discussion. And Travis. Kelsey, and his coach with the, Kansas city chiefs, you know, they were having a moment. They were having an intense, passionate moment with a top performing athlete. Okay. Did the coach get all reactionary and bench him because he was like misbehaving or speaking inappropriately to the coach at the moment?
No, that coach has been around a while. That coach just looked at him and he heard him. But is that the time to punish him, get into it or whatever? No, he let, he let him have his moment and they went on to win in the celebration of the super bowl, what were that coach and player doing, loving on each other, high fiving.
They just made a ton of money. And one of the group things I saw in one of the chats on Facebook was he was disrespectful, he should have been benched. He should have been this. Very much standing in rightness at the end of the day, that coach was very wise with a very talented person. Let him have his moment, let him blow some steam and then let him ride, let him fly, let him get out there and do what he needs to do.
And I think sometimes this is what I see in group thing in dentistry, killing a little bit of our ingenuity, our creation within our team, our advancement. Really crucial talent in our teams. So sometimes the doctor's like, well, they did this and I'm going to, you know, and I'm like, Hmm, that person closed 500, 000 in your books last year.
Is this a battle or is this a war? Cause you're making it a ward. It might just be a battle we might just let this one go. So this is mindset. This is mindset. And you can tell how much I love this. I'm very passionate about it. I can go on, about it because I think in dentistry, one of the most, the biggest blessings I had is my clinicians that I worked for, male, female.
I've, I've had both that I've worked for as an employee.
Michael: Mm-Hmm. .
Jennifer: they empowered me. They let me take my passion. They let me. You know, grow and do things. And they allowed me also to challenge their mindset at times about how they were thinking about something. the first one happened very young in my career when my dentist wanted to get in network with MetLife, we were completely fee for service practice, like literally the patient came and got a crown, they gave us a check.
We gave them a super bill to melt to their insurance. And he says, we, we need to go in network with MetLife. And I said, tell me what that means. Not a clue.
Michael: Yeah.
Jennifer: We were right down the street from American Airlines hub at DFW Airport. We had pilots, we had flight attendants, we had baggage throwers, and he said, well, we can get more patients.
And I said, we have three operatories. We're booked out six months. in hygiene right now because we have one hygienist. look at the fee schedule. So I looked at it and I said, you want us to take a 40 percent decrease in our pay. You want us to see more patients. We don't have capacity. Why would we do this? He said, they're going to leave us. Who told you this? Mindset.
Michael: Mm hmm. That's why. Gotcha. That's nice. That's nice, Jennifer. Awesome. I appreciate it. Thank you so much for being with us. It's been a pleasure. If anyone had further questions or concerns, where can they reach out to
Jennifer: you? You can find me at Prosperity Dental Solutions.
That is my website. Um, my email is jennifer at prosperity dental solutions. I'm reachable through there. That's probably the easiest way to get ahold of me.
Michael: Okay. Awesome. So that's going to be in the show notes below. And Jennifer, thank you so much for being with us on this Monday morning episode.
Jennifer: Thank you for having me.
How can you streamline your operations while maintaining exceptional patient care? In this episode, we've brought on Priscilla White, the innovative CFO of Comfort Dental Studio in Chicago, to uncover the secrets behind their thriving office. Priscilla provides an illuminating overview of their processes and systems, emphasizing how their commitment to caring professionals translates into superior patient experiences. She elaborates on their strategic expansion to a second location in Pilsen, a move designed to meet the demands of a growing patient base and reduce waiting times, demonstrating the power of patient-focused growth.
Facing daunting challenges like high aging accounts receivable (AR) and inefficiencies at the front desk, Priscilla shares how she transformed these obstacles into opportunities. After transitioning from corporate banking to the dental industry, she introduced cutting-edge practice management software, Dentrix Ascend, and leveraged third-party partnerships with Unitas and eAssist. These innovations have not only optimized insurance billing and PPO negotiations but also allowed the practice to concentrate on patient care while ensuring profitability. Priscilla’s hands-on management style and strategic decisions, including staff realignment and enhanced communication protocols, have significantly boosted efficiency and financial health at Comfort Dental Studio.
What You'll Learn in This Episode:
- How to effectively manage expansion and new locations in a dental practice.
- Strategies for reducing high aging accounts receivable (AR).
- The benefits of implementing Dentrix Ascend practice management software.
- The role of third-party services like Unitas and eAssist in enhancing practice profitability.
- Practical tips for improving front desk operations and patient ledger management.
- The importance of thorough communication and systematic processes in team productivity.
- Insights on staff realignment to meet practice goals and philosophies.
- Advice on utilizing sophisticated practice management systems tailored to dental offices.
Let's dive into Priscilla's expert insights and proven strategies today!
Sponsors:For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
Guest: Priscilla WhitePractice Name: Comfort Dental StudioCheck out Priscilla's Media:Website: https://www.comfortteeth.com/
Instagram: https://www.instagram.com/comfortteeth/
Facebook: https://www.facebook.com/profile.php?id=61551046628909
Other Mentions and Links:
Priscilla's 4 production columns to cover 4 operatories:
- Dr. Production (fillings, etc.)
- Hygiene
- New Patient
- Recall
Software/Services:
DocSites
Unitas
Detrix Ascend
eAssist
People:
Dr. White
Businesses/Brands:
Henry Schein
Establishments:
University of Chicago
Sophy Hotel
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Have you heard claims like "less than 1% of dental practices fail"? Today we're exploring how that may not be the case! In this episode, I'm sitting down with Ali Oromchian to debunk common myths about the failure rates of practices and uncover the essential strategies that can help you mitigate risks in this challenging field. From the critical importance of due diligence when acquiring a practice to the necessity of robust HR practices, we delve into the nitty-gritty details that can make or break your career. Ali's insights are not just theoretical; they are drawn from real-world experiences and seasoned legal advice.
As we navigate through this discussion, Ali emphasizes the transformative power of creating a positive work environment to attract and retain top talent. You'll learn the subtleties of maintaining compliance with ever-evolving legal requirements and avoiding common HR missteps that many practice owners fall victim to. Whether you're just starting or looking to optimize your existing practice, this episode is packed with actionable advice that can help elevate your practice to the next level. Stay tuned until the end to find out how you can get in touch with Ali for personalized guidance and support.
What You'll Learn in This Episode: Why the "low failure rate"* of dental practices could be a misconception. * Key strategies to minimize risks as a practice owner. * The importance of thorough due diligence when buying a dental practice. * How to establish solid HR practices and stay compliant with legal requirements. * The vital role of creating a positive work environment in recruiting top talent. * Common HR pitfalls and how to avoid them.
Let's learn how to minimize risk and maximize peace of mind in our practices today with, Ali Oromchian!
You can reach out to Ali Oromchian here:
HR for Health Website: https://www.hrforhealth.com/ (Don't forget to mention the podcast sent you!)
Ali's Website: https://www.dmcounsel.com/
Phone: 925-999-8200
Mentions and Links:
Software/Tools:
Indeed
Monster.com
Craigslist
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Ali, so talk to us. What's one piece of advice you can give us this Monday morning.
Ali: All right, Michael, thanks for inviting me on
here. You know, I'll tell you, you know, business owners, whenever you talk to these lenders, they always
throw this statistic out at you. They say.
You know, less than 1 percent of all dental practices, you know, fail. and they, they always throw that out there because they're excited to want you to kind of be energetic And, empower to start your own practice, um, or to buy a practice. but the reality is, is that it's really not 1 percent or less than 1%. you know, there may be very few practices that don't do well, But a lot of
people suffer, right? A lot of
people suffer.
you know, the way to avoid suffering, the way to make the practice ownership kind of process, um, exciting and
fulfilling is to limit and minimize
your exposure to risk.
Right? and so, with that, you know, if you're buying a practice,
making sure you're doing all of your due diligence, right? you know, making sure you're looking at. you know, the patient, you know, charts, you know, looking at all the financials,
looking at everything that you need to look at from a legal perspective to make sure that you're actually buying what you're buying.
if you're doing a startup, you know, making sure that you have a lawyer or someone looking at your leases and making sure that's done well. Um,
and then finally,
I would say, you know, making sure in either
scenario that you have your HR house in order, that you are hiring your employees
correctly, you're giving them lunches and breaks when you're supposed to you're giving them overtime when you're supposed to doing all those things that you're supposed to
do, you're actually
doing from a legal perspective.
And, And I think if you do those things, your risks will be
minimized, and then you can not suffer. Right. And so, you know, it's a little bit unpopular, but people, people are like, Oh my gosh, less than 1 percent of dentists fail. So let's all go do it. And it's like, yeah, everybody should be in, you know, a practice owner.
Absolutely. But I want to prevent you from suffering. Right. And the suffering is when You know, you don't do the right marketing, you don't have the legal, components done well, and then, and then over time you struggle and you grow not as fast as you should, you get sued, you know, you get all those things happen and, that can really impact your happiness and your drive to continue growing the practice and, uh, and, and that's one of the things, Michael, that's been my mission throughout my career has been to help young doctors get empowered to become practice owners.
But doing it in a way where their risks are minimized so that they don't have those exposures long term.
Michael: Got you. Okay. I like that. So one thing you mentioned is, which we appreciate that, right, the preventing the suffering, right? Because it is true. You can say you're not going to fail, but is it worth the, you know what I mean?
All that, man, we've been suffering for like 20 years, 15, 10, five, right? But you mentioned have your house in order. And I know something right now, and maybe you've been seeing this, Ali, where it's like It's hard to maintain or retain those great employees sometimes and then sometimes it's even just hard to find
Ali: yeah
Michael: team members So what are your thoughts like on that when it comes to suffering in that sense?
Ali: Yeah. Oh my gosh I'm, so glad you asked about this because this is like one of those areas that we get so many questions about here's the thing i'll tell you the number one recruiting tool hands down year over year over year Is not indeed. It's not monster. com.
It's not Craig's list. It's none of those things. The number one recruiting tool for finding really good employees is your current team, Because guess what? They're going around saying to people. Yeah, because they have friends who are RDAs, DAs, hygienists, you know, whatnot and they're going to them and saying, you know what, I love where I work, you know, you know, my doctor does this and my doctor does that and, and we have so much flexibility in this regard where I get these benefits and then their friends want to join the practice, right?
So I always say, It's really important from a recruitment perspective that you create an atmosphere that people want to come and the best way for people to come is by the current team recruiting them in, you know, inviting their friends. And so I always say, talk to your team and say, Hey, if you know anybody that's good, that's looking to change, please invite them in for an interview and whatnot.
And you'll be surprised how many people do that if it's a good environment. If it's not a good environment, then they won't. Right. They don't want to do that. They won't invite people to come in and interview and whatnot. So, so I would say from a recruitment perspective, I would focus on that. from a legal perspective, I think, uh, you know, making sure you've got all the basic documents that you need when you're hiring everybody.
Uh, you know, making sure you have an employment manual and things of that nature. I think those basics that companies like HR for health provide, I think are, great. You know, and if you do that. then that suffering goes down because the chance of a lawsuit also goes down dramatically.
Michael: Well, that's interesting.
Where do people normally, in your experience, drop the ball when it comes to the basics?
Ali: I think they rely on companies that they shouldn't rely on for their HR. Like, for example, a lot of people will Rely on their payroll company to provide them HR documents. Well, the payroll company is a payroll company, they're going to provide you the basic documents they need for running payroll They're not an HR company, right? So so I think I think that's the first Um, the second is not having an employment manual that's up to date, and I think you know, especially with all the rule changes since covid it's super important to You To have an updated employment manual.
Um, and then the third is what's called wage and hour and wage. An hour is something that's a problem nationwide because it's about paying people correctly for overtime, giving lunches at the right time of the day. Giving breaks when you're supposed to, making sure the paychecks are correct, you know, all the, things around the financial side of, payroll, um, that people make mistakes on.
So, I think if you do those three things, and you do them well, you're well on your way.
Michael:
Ali: for health from a HR perspective. We'll make sure your hands down compliant from A to Z a hundred percent.
Michael: Okay. Wow. That's amazing, man. I know you guys have a software too.
Is that true?
Ali: so HR4L is a SaaS based software, so it's all online, you know, the employees, you know, clock in and clock out, they sign things electronically, so everything's very sort of streamlined.
Michael: Do you guys ever, if I needed like a person, you know what I mean? Like, can I need a consultant to talk about this type of like compliancy or something's happening a unique situation, right?
Do you guys have that too?
Ali: Yeah, absolutely. Yeah. Yeah, we have a unlimited hr support actually, where they can be on the phone Uh with some one of our you know, hr experts at any time of the day Uh, really all day long, um and as many times as they need if for some reason they can't answer it then it goes one level higher to lawyers And depending on where they are in the country, they'll either be talking to, you know, our firm and someone like me or a friendly firm that does a lot of HR.
but either way, you know, we take care.
Michael: Yeah. Cause I know that's super important, Ali. I feel like sometimes maybe you might've seen this. We ask questions like on a forum, right? Like dental town or Facebook groups and things like that. Yeah. And people give their advice and opinions, but it's a different state.
Right. Different rules, different things. And so like maternity leave, right. Or when it comes to, I don't know, like, depending on should we pay them for, lunch and learn, right. Kind of things like that. And so do you see that a lot?
Ali: I do. Yeah. People, I like to think that people are good intention, Michael.
And so when they go on these, uh, blogs and whatnot, whether it's Facebook groups or it's, uh, you know, like using like dental town or other things that they contribute. Because they want to be helpful, right? And they're using their own base of knowledge, but you hit it on the head. I mean, I can't tell you how many times somebody has given advice to someone else without even knowing what state they're in,
you know, and if you don't know what state they're in, then you, how can you advise on any of these rules? But what people are doing is they're giving their own personal advice based on their experience, which may not be right. And what's scary is we see it sometimes where somebody takes that advice, And does something with it and then they get in trouble because it was the wrong advice, you know, and this, this happened actually recently where, you know, a young doctor coming out of school on the practice for a few years and, uh, hadn't been paying their, uh, assistance minimum wage.
They weren't paying the minimum wage in the state that they were in. Why? Because they had gone on one of these groups and asked the question and the person replied with the minimum wage in their state, not in this person's state. and what's even worse, and you'll, you'll laugh at this. The payroll company that was running their payroll didn't even tell them, right? Wouldn't you think, Michael, that if you're using a payroll service and you're paying someone below state law in terms of minimum wage, they would tell you what that is? I mean, it's just like crazy. And they didn't, they didn't. And of course, You know, the employees got upset, and, uh, when they found out and it's funny because they went like almost a year, almost a whole year, like nine months without saying a word.
And then that January, the law changed and, the minimum wage increased. And then the employees saw it in the news and they were like, Wait a second, like I'm being paid 14. 25. It says minimum wage went up to 16 from 15 like something like what the hell just happened, you know? Yeah, yeah.
And so, so like it was a disaster, but that's what I mean by, you know, payroll companies are not HR companies. And there's so many ways of, doing this wrong. And, and remember what we were talking about in the beginning about suffering, like how bad does that doctor feel? Yeah. Right. Right. It's not like, I mean, you know, you work with doctors all the time.
They're not trying to steal from employees. They're not trying to not pay them the minimum of what they, but they just make mistakes and like, it's just, you know, that's the suffering that I want to avoid.
Michael: Yeah, that you want doctors to avoid. Awesome. Holly. I appreciate your time. If anyone has further questions or concerns, where can they find you?
Ali: you can just go to our website if you'd like. It's, uh, d m council. com C O U N S E L. Uh, or you can call the office at 9 Um, and of course, if you just Google my name, you know, I'm everywhere. And so you guys can find me there so
Michael: awesome. So that's going to be in the show notes below. If you guys want to.
Go in the show notes below and check out and ask and pick Ollie's brain a little bit more. Right? Ask him any questions or concerns about this. So awesome, Ollie. Thank you so much for being with me on this Monday morning episode.
Ali: Thanks, Michael. I appreciate it.
Are you looking to scale your practice from one location to multiple thriving offices? In this episode, I sit down with Dr. Andrew Vallo to explore his incredible journey of expanding his practice to four busy locations, with plans for even more on the horizon. Andrew shares his secrets to success, including an innovative business model that combines different dental specialties and a clever strategy for cutting costs by sharing office spaces. You'll learn about his dynamic marketing approach, particularly how he managed to skyrocket his Invisalign services by making treatment more accessible and offering flexible payment options.
Andrew opens up about the hurdles he faced, like dealing with substantial construction delays and how he maintained team morale in challenging times. He provides unique insights on fast-tracking the growth of a dental practice, emphasizing the importance of strategic investments in marketing and staffing right from the start. Andrew also delves into effective team management, stressing the pivotal role of the right personnel in the right positions and not shying away from turnover when necessary. By the end of our conversation, you'll understand why adopting an abundance mindset and being willing to take calculated risks are key to achieving rapid growth in the dental industry.
What You’ll Learn in This Episode:
- How Dr. Andrew Vallo scaled his practice to four locations with more on the way
- The benefits and challenges of combining different dental specialties within a single practice
- Effective cost-cutting measures, including shared office spaces
- Proven marketing strategies for scaling Invisalign services rapidly
- Tailoring marketing efforts to different platforms and patient demographics
- Coping with significant construction delays and maintaining team morale
- Andrew’s unconventional advice for rapid growth in dental practices
- The importance of strategic investments in marketing and staffing
- Best practices for team management and handling staff turnover
- Adopting an abundance mindset and taking calculated risks for growth
Ready to unlock the secrets to fast-tracking your practice growth? Let's get right into it with, Dr. Andrew Vallo!
Sponsors:For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
Guest: Dr. Andrew ValloPractice Name: The Dental Boutique WestchaseCheck out Andrew's Media:Instagram: https://www.instagram.com/dr.andrewvallo
Podcast: https://www.dentalunfilteredpodcast.com/
Facebook Pages:
https://www.facebook.com/TheDentalBoutiqueWestchase
https://www.facebook.com/BestValueDentures
Practice Websites:
https://www.westchasedentalboutique.com/
https://www.bestvaluedentures.com/
Email: docvallodds@gmail.com
Other Mentions and Links:
Andrew's Past Episodes:
MMM [STARTUPS] CUTTING FRICTION FOR SEAMLESS NEW PATIENT ONBOARDING IN YOUR PRACTICE – THE DENTAL MARKETER PODCAST
406: DR. ANDREW VALLO | THE DENTAL BOUTIQUE WESTCHASE & BEST VALUE DENTURES – THE DENTAL MARKETER PODCAST
Software/Services:
Google Ads
Facebook Ads
ClinCheck
People:
Dr. David Galler
Brands/Products:
Invisalign
Organizations:
AACA
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Are your to-do lists leading to more stress than productivity? In this episode, I've invited Robert Kim to discuss why it's time to throw out the traditional to-do list and focus on what truly matters. Robert shares his revolutionary approach to managing tasks, emphasizing the importance of aligning daily actions with overarching goals. Dive deep into the intricacies of prioritizing tasks in high-pressure environments like startups, and discover how Robert’s experiences at Zuub, an innovative company in the dental insurance verification space, have shaped his unique perspective.
Robert takes us through the journey of Zuub, explaining how the company addresses inefficiencies in practices to improve case acceptance rates and streamline patient engagement. Along the way, you’ll gain valuable insights into the art of prioritizing tasks based on their impact on clients and the overall mission. This conversation is a must-listen for anyone struggling to manage their workload effectively or those looking to elevate their productivity strategy.
What You'll Learn in This Episode:
- Why traditional to-do lists might be holding you back.
- How to focus on critical tasks that align with your main objectives.
- The challenges of managing priorities in a startup environment.
- Insights into operational inefficiencies in practices.
- How Zuub improves case acceptance rates and patient engagement.
- The importance of prioritizing based on impact rather than volume.
Ready to redefine your approach to productivity? Click play and transform your to-do lists with, Robert Kim!
You can reach out to Robert Kim here:
Website: https://zuub.com/
Mentions and Links:
Businesses/Services:
Terms:
PMS - Practice Management Software
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Robert. So talk to us. What's one piece of advice you can give us this Monday morning?
Robert: I'd say throw out your to do list.
Michael: Why is that?
Robert: So I think that too many of us have the best of intentions, and oftentimes we create a lot of these punch lists of things that, we think that we need to get done, we'd like to get done, whether they're aspirational or tactical, or whatever the case might be, and oftentimes we lose sight of what we really need to get done and those to do lists, While they can be great in terms of getting your thoughts down, I think that oftentimes we use them a bit as a crutch of well, these are the only things I need to do, or it can be the flip side to become this overwhelming terror filled list of things that you don't think you can ever get done.
What I mean by getting rid of the to do list is remember what are the things that you really need to get done. Why are you getting those things done? And write those things down and focus on that.
Michael: Now, with the to do list. could this be the way of remembering things though? Like for example, if we were going through so many things throughout the motions, I feel like sometimes I'm like, I got to write this down or else I'm going to forget it.
Robert: you're absolutely right. I would say that. if your mind is as porous as mine, and mine is a complete sieve, if I don't write something down, it doesn't exist.
It's gone. It's in the ether, right? So I'm not saying don't take notes. Don't write things down. because without it, we wouldn't be able to, function on a day to day basis. What I'm advocating though, is all of those to dos they should all bubble up and align to something that.
Is at a higher order of things that need to get done for a particular purpose. So what I like to do for myself and what I recommend to my teams on a daily basis, you know, we're a startup company. There are a million different competing priorities. And if I were to look at my punch list, I'm looking at it right now over here on the side.
It's overwhelming. And to the point of potentially causing paralysis if you were to just try to operate off of that punch list, what I'm recommending is let's remember what's the focus. Why are all of these things on that list? What is it that you're trying to accomplish? And if you look at it from that lens, that helps to prioritize the things that you absolutely need to get done.
Some things are deadline based, and if there is a hard backstop that you can't go beyond, of course, that's going to be prioritized, but all of those other things, the things that you really feel like you need to get done, you just don't know how to get started. Or you find the lack of motivation to get started.
It's because you're losing sight of what that larger vision, that larger goal is.
Michael: Gotcha. Okay. So you mentioned it to, like you're a startup company, right?
What happens when there's stuff that needs to get done deadline based, is there a way to gauge it to where it's like, it's not that important.
It is important. Maybe this could wait another, did I put a deadline when I didn't even need to put a deadline kind of thing? You know what I mean? But that all also takes time to sit down and look through.
Robert: So let me give you a little bit of color and context of what it is that we do here.
I'll make it a little bit more personal, but how I, go about my day. So at Zoob, our number one selling product is automated insurance verification. You know, Offices come to us with the need because they're overwhelmed in their daily task of. verifying insurances withthe various portals or calling these insurance companies, wasting 20 to 40 hours a week just in that activity, right?
It's a never ending list of things that need to get done on a daily basis. So we take that on for them. The way that we prioritize things here and for myself is anything that's client facing, because this is such a mission critical operation within their business. If it's impacting the client, that always goes up to the top.
Now, there are things that we have to do to prioritize that punch list. So the overarching theme is impact a client and how severe it is. If it's severity level one, then that's something we get on right away. If it's something that is impacts the client, but the client can actually get the work done, it might not be optimal.
They might be a little bit slower than they would like. That's something that we're still going to give immediate attention to, but it's not as severe as that level one, right? It all comes down to immediate impact a client, but then there's a secondary overarching goal and that is to improve the life of our client.
they might sound like they're one in the same, but it really isn't. The second one is what can we do? What are things that we haven't done yet that will impact our clients in the way that in the future it will make their lives better. It will give them back more time. It will help them to focus more on patient care things like that.
those are the activities that we would prioritize next. And it's a matter of filling up that queue on a daily basis of which of them fall under the following buckets and then knocking them off one at a time.
Michael: Gotcha, okay. Is that how Zoob kind of came out to be? Where you were like, you're in a practice and you're thinking, Hey, how can we kind of like eliminate some of these high priorities, but like, you know what I mean, checklist items?
Don't take up much time or
Robert: where Zube came in the whole team were all veterans dental space. And what we saw were that a lot of practices were because of the inefficiencies, either whether it's operationally related or PMS related, they were leaving an awful lot of money on the table with their patients.
Yeah. and it wasn't necessarily a fault of their own. It was fault of the available resources and the tools. So we started down the road of increasing case acceptance. And we looked at the way that most practices, your average practice, I'm not talking about 1 percent that has an amazing treatment coordinator.
They have amazing collateral and material and all of those things combined. That process runs effectively and efficiently 100 percent of the time those aren't the practices I'm talking about. I'm talking about your All average practice the practices that are starting out and they don't necessarily have everything figured out.
How can we help them maximize every potential of every patient? We started out with case acceptance and we created this beautiful platform where we make it as easy to understand what a patient's obligation is, what the patients are signing up for, as it would be if they were to go look at product on Amazon or look at their checkout on any other website that they're familiar with the realization from going down that road was the insurance verification process was broken and it was a crucial process for them to be able to deliver these treatment plans.
You can't tell a patient how much their potential out of pocket expense would be if you don't have that. insurance properly verified and you have a limited amount of time. It's from when the case is being displayed and discussed with patient to when they walk out that door, that's your highest conversion of moment, right?
the other side of that coin wasif that's when we need to convert the most, what do we do when they leave? And that's where the other side of Zoob was created. And that's, we would help practices with that cadence, with that reminders, with the ability to reach out to the patients, give them that same patient friendly format that they walk them through in the office.
And give that to them on their phone when they're at home so they can peruse it at their own leisure, they can think about financing options and sign their consent forms, schedule for that appointment for that treatment and move on from there. So that was the Genesis of where we started as a company.
the automated insurance verification portion has been a game changer in the life of most of our practices. Yeah.
Michael: No. Yeah. I see that. It takes up a lot of time. And so it's so interesting that you mentioned throughout your checklist. Cause it's part of the thing that every front office comes in and it's are you doing it?
Are you doing it? You know what I mean? The practice owner asked the front office that. So it's something super important that we should do. Now, when it comes back to the checklist and ZOOP, can both kind of work together in the sense of how do you guys work together with the front office
Robert: Yeah. On the average day a ZOOP, practice would do the following. You would log into your PMS or into the ZOOP portal and you would see your schedule of patients that are scheduled to come in either that day or a number of days in advance. Okay. Every office is a little bit different in their workflow.
If you happen to be a Medicaid, Medicare heavy office, those need to be verified day of typically. And, if you have 30, 40, some of our practices have hundreds of patients that are scheduled to be seen on, that day to go through each and every one of those patients on the same day to verify their, insurance status.
You need an army individuals. So what they do today is they log into zoom and they'll see immediately on the dashboard, the status of all of those different patients that were verified that day. And they only now need to deal with the exceptions. Patients that happen to have their insurance lapsed or the patients that their insurance information was incorrect or their date of birth was incorrect and so they weren't able to be verified.
Those are the 2 percent of the exceptions as opposed to having to deal with the 30, 40, 100 patients on a daily basis. And then they go about the rest of the day. The amount of time and all of those to do's and check boxes that they need to do is now shrunk. That's essentially how they operate with Zoo on a daily basis.
Michael: Nice, man. I appreciate it. Robert, thank you so much for your time. I appreciate it. And if anyone wanted to reach out to you, where can they find you?
Robert: They can find us on www. zoob. com. That's Z U UB as in boy. com. And take a look around. If you have any questions, fill out a request for a demo and we'd be happy to help them.
Michael: Awesome. So that's going to be the show notes below. And at the same time, Rob, thank you so much for being with me on this Monday morning episode.
Robert: My pleasure, Michael.
Overwhelmed by the thought of buying or selling a practice? With the right help, finding the right listing price, prequalify prospective buyers, negotiations and financing options can all be a breeze! In this episode, I sit down with Greg Auerbach, a true veteran in the world of dental practice transitions, to uncover the ins and outs of buying or selling a dental practice. Drawing on his wealth of experience spanning over two decades, Greg reveals the critical steps to establishing value and expertly guiding both buyers and sellers through this once-in-a-career process. From the initial evaluation to the final handshake, you'll learn how he holds the hands of dentists, ensuring they are confident and well-prepared for each phase of the transition journey.
We jump into the heated debate: starting a new practice versus acquiring an existing one. Greg discusses the unique challenges faced by newcomers, from building a patient base from scratch to financial burdens and staff hiring. On the flip side, he dismantles common fears around acquisitions and highlights their surprising advantages—like immediate cash flow and a quicker path to profitability. Our conversation also touches on why some practitioners still opt for startups, influenced by factors like the limited availability of practices for sale and the lure of creating a custom space. Plus, Greg shares strategic tips for increasing a practice's market value and ensuring a harmonious post-transition phase, debunking myths around staff and patient retention.
What You'll Learn in This Episode:
- How to establish the true value of a practice.
- The comparative advantages and challenges of starting up versus acquiring a practice.
- Key strategies to manage financial burdens and staff hiring in new practices.
- The benefits of acquisitions, including faster profitability and immediate cash flow.
- Common fears and misconceptions about practice acquisitions.
- Post-transition tips for maintaining harmony and continuity.
- The importance of gradual changes to ensure a smooth transition.
- How early engagement can significantly improve market value and streamline the process.
Join us as we explore the inner workings of successful practice transitions with, Greg Auerbach!
Guest: Greg Auerbach
Business Name: Henry Schein
Check out Greg's Media:
Website: http://www.henryscheindpt.com/
Email: greg.auerbach@henryschein.com
2024 Guide to Dental Practice Valuation: How Much is Your Practice Worth? https://bit.ly/4braykp
Other Mentions and Links:
Software/Tools:
Equipment:
TV:
Organizations:
Terms/Concepts:
Capitalization of Earnings Methodology
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Are you investing enough into cybersecurity? In this eye-opening episode, I'm sitting down with Amy Wood, a renowned cybersecurity and data breach prevention specialist, to uncover the critical importance of spending wisely to protect patient information. Amy reveals why dental practices are prime targets for cybercriminals and lays out essential security measures that can provide robust protection. From business-grade antivirus systems to the significance of encrypted emails, she leaves no stone unturned in exploring the landscape of cybersecurity for dental practices.
Amy dives deep into the cost structure of effective cybersecurity, offering a detailed breakdown of what practices should expect to spend. We explore common pitfalls that can compromise a practice's security and provide practical advice on vetting IT providers to ensure they meet HIPAA compliance and other security standards. With insights into managing costs without sacrificing security, Amy's expert guidance is crucial for any dental practice looking to fortify its defenses against cyber threats.
What You'll Learn in This Episode:
- Why dental practices are prime targets for cybercriminals
- Essential cybersecurity measures every dental practice should implement
- Common shortcuts that compromise your practice's security
- The cost structure of maintaining robust cybersecurity
- How to vet IT providers to ensure HIPAA compliance
- Practical advice for managing cybersecurity costs effectively
- The real consequences of neglecting cybersecurity in dental practices
Tune in to fortify your dental practice against cyber threats and safeguard your patient information with, Amy Wood!
Sponsors:
For DSO integrations, startup solutions, and all your dental IT needs, let our sponsors, Darkhorse Tech, help out so you can focus on providing the amazing care that you do. For 1 month of FREE service, visit their link today! https://thedentalmarketer.lpages.co/darkhorse-deal/
You can reach out to Amy Wood here:
Website: http://copperpennyconsulting.com
Instagram: https://www.instagram.com/copperpennyconsulting
Mentions and Links:
Businesses/Services:
Organizations:
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Amy. So talk to us. What's one piece of advice you can give us this Monday morning?
Amy: So it's actually a very unpopular opinion and piece of advice. It's that you need to spend an appropriate amount of money in order to protect patient information.
Michael: Interesting. So we need to spend or we don't have to.
Amy: talk to us about that then.
so what I do is cybersecurity and data breach prevention. I used to be an IT provider mostly in the dental space for almost 20 years, so I know what it's like to have to. Be set up in a way to try to prevent things like ransomware, computer downtime, not planning ahead for your failures, things like that.
what I've realized is that mainstream medical has a lot more resources, both financially and just time and people to actually address all things for HIPAA or cyber security, things like that. But dental generally doesn't. It's a much smaller market. The bad news is that a lot of cyber criminals are targeting dental practices because they also know that dental offices don't have the resources.
Interesting. Okay. So then when it comes to that ransomware, and I guess spending the right amount of money, how do we know what is the right amount of money and what are we spending it on specifically?
on average, I would say if you're spending roughly 150 a month per computer in your You're about on trackand that's just for basic security prevention.
That's going to overlap with some cybersecurity. It's going to overlap with HIPAA regulations and just basic business best practices. For having computers in a business. So that's the rough price range on that. Some places are more expensive. So if you're in a major metropolitan area, you might be paying more.
You might be paying less if you're more rural or if you try to cut some corners. Which I do not recommend. As far as what things you need to have uh, let's start with the big four. You've got business grade antivirus patches and updates. So running your Windows updates, making sure all your apps are up to date, kind of like we do on our phones, where we run all the Mac updates and then the app updates.
It's the same thing for computers. Then we have business grade firewall. I'm not talking about what the internet provider gives to you. And, or Windows Firewall, that's not appropriate either, business grade firewall. And then the last one is probably the most important, it's backups. Right now the FBI is recommending a 3 2 1 approach, three kinds of backups in two different formats, with one of them being completely off site and or offline.
know that's a lot.
No,
Michael: no, no. But it's interesting. So you did mention cutting corners. Do you see this a lot? And where specifically are the most common corners that are cut in a dental practice?
Amy: So I see people not having a business grade firewall, not having encrypted email. And I'm also seeing a lot of computers right now that people did a whole bunch of upgrades from Windows 7 to Windows 10, but they didn't actually replace the computer.
They just put a new operating system on an old computer. And now we're a few years into that, and these practices want to do things like, Add Conebeam or add 3D Invisalign or anything like that. And they can't do it because these computers, while they might have a current operating system on them, they're really, really old and they just can't handle it.
So that's a very common corner that I see cut.
Michael: Okay. So do we have to. Always upgrade our computers. Like all right, we all have to buy new computers every five years. Kind of thing. Whenever you're gonna do an upgrade like this.
Amy: Yeah, I think it really depends on I'm gonna put my former IT provider hat on for a minute.
Uh, I think it really depends on how you purchased it. Did you overbuild it when you purchased it or did you buy the cheapest thing you could at the time? So if you bought the cheapest thing you're looking at maybe three years before it really starts giving you problems. And if you overbuilt it to start with, you're still looking at five years.
You might be able to stretch it just a little bit longer than that, but three to five years is the current standard of care. Kind of That expectation for end of life.
Michael: Now, what are the really big problems it could get? Let's just say the three or one and you're like, Maybe some people are listening like, Amy, it's been five years and mine's just doing pretty well.
It's slow, but what are the really big problems we need to look out for?
Amy: So it's things that won't work with older computers, let's say your printer fails. hopefully you have more than one printer in your office, but you have a printer fail and you get a new one. It might not work on that older computer.
Or if you have an older operating system on it, you might find that if you're doing anything electronically with your bank, they might not work with that. It's not compatible. So there's this whole interoperability engineering process that has to happen with computers. And it's a lot less important than it was.
10, 15 years ago, but dental is about 10, 15 years behind technology wise. So It's a little more complicated than the rest of general business and even mainstream medical. So depend on your IT guys to actually know how to engineer a solution, not just a product. Kind of Like dentists do. It's not what kind of implant you use.
Yes, everyone has a preference, but it's more about how you the professional are actually implementing this as a solution for your patient. Yeah.
Michael: Interesting. And now one 50 a month, roughly to be on track per computer.
Amy: I'll be honest. I charged a lot more. I lived in the San Francisco Bay area.
we had much higher cost of living.
Michael: Interesting. Okay. So then depending on where you live and you're at one 50 a month per computer, this is how much we're looking at to when it comes to just protect our data from like any ransomware attacks. Okay. Disasters or anything like that. That's the basic.
Okay. Because I see a lot in specific groups and specific places, Facebook groups, right? Where they're like, I need a lower quote. I need something different. And so if people are finding a lower quote.
Amy: Refurbished computers, which basically means they're new to you, but they're not new computers. I have seen where the I.
T. provider is not installing all the programs on the computer. They push that back onto you as the practice to do that work. I kind of look at it as, It costs a certain amount to do a certain job for any specialist any, contractor, you contact a plumber and electrician. It costs a certain amount to do the job if they're charging you less.
Something isn't happening. And it's the same way with computers and with security. Something isn't being done because there, there are metrics out there. We know what it costs.
Michael: Commonly, what's not being done that you've seen by like agencies, like it.
Amy: I have seen not the right kinds of backups. I have seen not having a properly encrypted email.
I have seen the wrong kind of patches and updates being done where people think it's being done, but it's not. I've also seen a lot of IT providers use the this will make you HIPAA compliant. Um, I've also seen a buzzwords of, uh, this will make you HIPAA compliant.
And the reality is HIPAA compliance is thousands and thousands of pages of regulation and recommendations and tech information. And in terms of HIPAA, the technology portion of it really only represents about 20 percent of HIPAA as a whole. So it's the most expensive and the most fast paced and changing aspect of HIPAA.
But it's also the smallest portion of that regulation. So if an IT provider is saying, Hey, we're doing your HIPAA for you. They're doing 20 percent of So I'm seeing a lot of things like that.
Michael: Yeah. So can they ever do 100 percent of it or no? Or it's just like, no, it's not in their wheelhouse. Interesting. So they're just doing the 20 percent of it. Now, what questions should we ask them when it comes to like, Hey, are you doing a proper backup? And they're like, yeah, you know, how would you even know? thank you. I can tell you're doing it. So what questions should we ask when it comes to these type of scenarios?
Amy: Obviously that so one of the cool things about HIPAA and know I'm the weirdo, I like. regulation. I like being a rule follower. I am the weirdo that loves HIPAA. Part of HIPAA actually requires that you as a healthcare provider and professional do something called due diligence review on any of your subcontractors and business associates, which basically means all your vendors that touch practice management data and patient information.
And. Part of that is asking really intrusive questions. So things like, how do you log into our, computer systems? Do you yourself do HIPAA training for your team members? Do you have cyber insurance? So if you screw up we don't have to foot the bill as a practice. And I think the most important one is, do you offshore any of your services?
So HIPAA is a U. S. law and doesn't always follow companies out of our borders. And so that's when contracts become really important. That's when having, black and white in writing evidence from them that can hold up in court. Companies like Change Healthcare right now is dealing with a massive data breach for a second time in the last month.
And they're having some issues because some of it is due to their lack of security internally. so these are a lot of questions that you can ask, not just IT providers, but all vendors.
Michael: Yeah, I know. I feel like with those data breaches Like United Healthcare right, and all them, when it happens, you're kind of thinking like, well, if it got them, we're a small practice, right?
Or maybe a multiple practice location, but you're kind of wondering how well is our IT company doing? Or, on the flip side, Amy, let me ask you, how often is this overlooked? How often do you see people kind of just say, it's just IT?
Amy: They think it's a commodity in general. Those dental practices look at IT as it's interchangeable.
And I adore my father in law dearly, but he comes from a generation where he thinks that all things are equal. The only difference is price. And I see a lot of that in the dental industry. And unfortunately, when it comes to this, that's not true at all.
Michael: So is there anything we can do to, I guess, I guess, lack of a better word, like negotiate or if we're like really counting our pennies here and we're saying, Hey, I just can't foot that bill.
150 per computer. Is there anything we can do or you got to swallow it?
Amy: I think it really depends. That, that pricing is really for kind of a full service. Dental is fraught with all kinds of technology problems. Things just don't always work well. It's antiquated software. Even if you're on cloud, there's still problems.
It's just, Finicky and persnickety in general, just dental software is fraught with problems. So if you need someone to just take care of all the problems for you, that would be more of that price point. I know there are a lot of it providers. my own former business was the same way we would do just the security suite.
So just the security products. And if you needed. Traditional IT support, as in my printer isn't printing, I put an x ray in the wrong patient's chart, my email isn't sending, I don't know what's going on, the sensor won't fire, things like that. That's what we would consider traditional IT support. a lot of IT companies can bill those hours separately.
So that's one way without cutting corners on at least the basics of security. I will tell you that from an IT perspective, if you have those basic business best practices in place and there's some situational awareness on part of the IT provider, then when something happens, it's going to generally be a five to 15 minute problem.
Instead of hours of billable time. So we did the calculations for years and we found that most people came out ahead financially by going on the all you can eat option, and they would call us more frequently, but we both had the financial incentive of getting them back up and running as quickly as possible.
So we were both losing money if they were down. Whereas in that break fix model, if you're down, the it guy makes a lot of money. So every contractor is believed to just be milking it for the hours flip that model on its head. It's entirely different. And then guess what? best part is now you're not low hanging fruit for cyber criminals.
Because you've got at least baseline of security in place. And the reality is most of these hackers, you've got two different categories. You've got people that are going after MGM Shine and Change Healthcare. And you're not stopping someone who's a determined threat actor that's going to get into one of those organizations.
They'll find a way into those big companies. But for the most part Small dental practices, the ones that are getting hacked, they're easy targets because they don't have even the basics in place.
Michael: Okay. Interesting. Awesome. Amy, I appreciate your time. And if anyone has further questions or concerns, where can they find you?
Amy: Copperpennyconsulting. com. I'm all over social media too. I do lots of fun videos, even though HIPAA and cybersecurity isn't always known to be fun or happy.
Michael: That's awesome, Amy. I appreciate that. We all appreciate it. And that's going to be found in the show notes below too, if you want to reach out to Amy.
So thank you, Amy, for being with us on this Monday morning episode.
Amy: Thank you.
How can a dentist like you navigate a career spanning over three decades AND keep their practice fresh and innovative? In this engaging replay episode, I sit down with Dr. Ivan Valcarenghi, a seasoned dentist from Elmhurst, Illinois, to uncover the secrets behind his 36-year-long journey in the dental industry. Dr. Ivan reveals how the charm of Illinois seasons influenced his choice to stay rooted amidst an exodus to warmer climates. More importantly, Dr. Ivan shares his strategies for combating professional burnout by continuously reinventing his practice. From transitioning from public health service to establishing his own practice, and always opting for quality treatments like tooth-colored fillings, Dr. Ivan emphasizes the importance of standing out in the dental field.
Dr. Ivan also shows us the business side of dentistry, which is often overlooked in traditional dental education. He recounts how learning business and marketing skills through consulting and attending business school played a pivotal role in growing his practice from a modest two-operatory office to a bustling, successful enterprise. Building strong patient relations through excellent communication, using digital technology to educate patients, and viewing dental care as a valuable investment are some of the key approaches discussed. Furthermore, Dr. Ivan’s innovative move to combine dental care with facial aesthetics under one practice showcases his forward-thinking mindset, which has greatly attracted patients and added value to his services.
What You'll Learn in This Episode:
- How Dr. Ivan has avoided professional burnout over a 36-year career
- The significance of distinguishing oneself in the dental profession
- The impact of quality treatments on building a solid practice reputation
- Dr. Ivan’s journey from public health service to his own dental practice
- Essential business and marketing skills for growing a dental practice
- The importance of effective patient communication and education
- Integrating digital technology for better patient understanding and treatment acceptance
- Viewing and positioning dental care as a life-enhancing investment
- Adding facial aesthetics to a dental practice and its benefits
- Navigating economic downturns while maintaining practice growth and success
Tune in to hear Dr. Ivan's insightful journey and transformative tips for any dental professional seeking inspiration and practical advice!
(This episode originally aired on 9/8/2022)
Guest: Dr. Ivan Valcarenghi
Practice Name: Radiante Facial & Dental
Check out Ivan's Media:
Website: https://www.radiantedentalfacial.com/
Email: drivan@radiantedentalspa.com
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Are you an aspiring practice owner feeling overwhelmed by the prospect of starting or buying your own practice? In this episode, Kevin Klingshirn offers indispensable guidance tailored just for you. Drawing from his vast experience, Kevin emphasizes the power of resilience, the importance of seeking mentorship, and the critical need for a clear vision of your ideal practice. We explore how Dentagraphics can be a game-changer in helping you make well-informed decisions by providing location and demographic insights.
We dive deep into the intricate challenges that come with starting a business, from spotting the right opportunities to understanding market dynamics. Kevin shares his wisdom on leveraging patient demographics and assessing competition, ensuring you’re well-prepared to build a thriving practice. This episode is a must-listen for anyone wanting to harness the power of vision, comprehensive market analysis, and strategic planning in their journey toward successful practice ownership.
What You'll Learn in This Episode:
- Why it's essential not to fear failure in practice ownership.
- The benefits of seeking help and mentorship in your journey.
- How to define a clear vision for your practice.
- The role of Dentagraphics in location and demographic assessments.
- Key challenges practice owners practice owners face and how to overcome them.
- The importance of understanding patient demographics and competition.
Don't miss this chance to turn your practice ownership dreams into reality. Tune in now!
Sponsors:
Studio 8E8: Dentistry’s story-driven marketing agency. Traditional marketing repels. Story-first dental marketing attracts.
We bring your story to life in a way that captivates and connects: https://s8e8.com/affiliates/tdm?utm\_source=tdm&utm\_medium=affiliate&wc\_clear=true
You can reach out to Kevin Klingshirn here:
Website: https://www.dentagraphics.com/
Email: kevin@dentagraphics.com
Mentions and Links:
Businesses/Brands:
Software/Tools:
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Kevin. So talk to us. What's one piece of advice you can give us this Monday morning,
Kevin: Monday morning piece of advice knowing your listeners, know, the primary audience is going to be. Young practice owners, and I'll gear this towards those that haven't started a practice or bought a practice, basically haven't entered practice ownership.
This is what we help doctors with. one piece of the big puzzle, right? We'll talk more about it in a bit, but demographics, we help doctors figure out like where to start a practice, where to buy a practice, if a location is good or not. We talk to a lot of nervous practice owners. So what I mean by that is.
They're going to be first time business owners. They're going to be serious business owners. The general practice is a serious thing. It's a big production. And it comes with a lot of responsibilities. My advice would be just get used to not knowing what you're doing. Get used to asking for help, get used to doing things that are really unfamiliar and you have no idea how they work.
The reason why I can relate to it is just because we started this business about 10 years ago now. Seems like a really long time when you say it out loud, but in those 10 years, just as a, a small business owner here at demographics, we've had to do a lot in terms of running a business, hiring operations, fulfillment of the reports and products that we offer, taxes.
everything that comes with just being a small business owner. I would guess the idea is, don't be afraid to fail. Don't be afraid to not know, you're always going to be intimidated, but day. The course, why I want to loop this back is a lot of practice owners. They just won't jump in or they're scared to jump in.
it's scary. You're never completely ready. We probably weren't completely ready to. Started business when we started a business, but just with time, with talking to people, figuring out, who, good for your team, who's bad for your team, all the world works. that's the only way you're going to get through it.
And that's now how we've created a very successful businesses 10 years later. And I think there's a lot of parallels to practice ownership.
Michael: Nice, man. One thing you mentioned is, even if you feel like you're, like, completely unready, still you need to jump in, but what would you say if you're looking at two people who are potentially wanting to own a practice, and you tell them, hey, give it more time to one, and then you tell the other one, oh, no, you're ready, you're just overthinking it.
what are the signs of give it more time?
Kevin: our case, specifically, give it more time in somebody that just doesn't really know where they want to go. They don't know the type of practice that they want to eventually own.They don't have that vision currently laid out.
They maybe have just been almost like peer pressured into, I'm of the age where a lot of my peers are starting or buying dental practices. Therefore I should be as well. Everybody's path different. and this goes back to what I was talking about. You don't need to be ready to handle every part of running a business because you probably never will be.
somebody has been trained in a very specialized way through school. And then they do. An associate job for however many years. They still don't learn how to run a business. You'll never know exactly how to run a business, until you really just start doing it. But somebody who is ready versus somebody who's not is having a pretty clear vision for the type of practice that they want to do.
Own, they know where, and that's really what we help them with. somebody that doesn't, say, you know, type of patient that I want to work with anybody, where should I go anywhere? Well, I'll make money. That's probably not somebody that's quite ready to jump in.
Michael: Now, at Denti Graphics, do you see that a lot?
Do you see where people are like, Hey man, I'm just going to be peer pressured?
Kevin: The term peer pressure doesn't really come up because it's Negative scary. And maybe they don't want to admit that it is peer pressure, but people that just gone through the motion of school associate work, and now it's probably time to buy a practice or start a practice.
So that's what I should be doing, but they're just not ready for it.
Michael: Gotcha. Anything you recommend that we can like self evaluate? Because I'm sure some people are listening to this and then they're thinking, Snaps, maybe I've been peer pressured. Maybe I'm looking at my Facebook groups and I'm like, it's time for me to be a practice owner too.
Kevin: So for me, I just gauge it by talking to people and you can just tell who's ready, who's not, who's taking this seriously versus who's, just asking the questions that they maybe think they should be asking, or, you know, really green questions. Like, I don't know anything about this. I think I'm looking to start a practice for the first time or buy a practice for the first time.
and I guess I should start here. I would go back again to like, knowing generally the type of practice that you want to start or buy in the type of community where you want to start or buy in the general area where you want to start or buy.
things like that are what come to mind there.
Michael: Gotcha. Okay. And then you also mentioned to get used to asking for help when it comes to what y'all initially do, Is that how that kind of came out to be is like, Hey we'll find the right location, the exact specific thing because you felt that wasn't happening or,
Kevin: the business was started by my partner here, Kent, uh, 10 years ago, and his background was in like city planning and figuring out like where within a city might be a good place for a project to take place. my brother actually worked in the dental space. He still does. he was with Bank of America 10 years ago, and he was the one who said, Kent, you know, I think that there's an opportunity for this.
and I think you'd be really good at it. And Ken kind of checked it out and he's like, yeah, I do think I'd be really good at that. I jumped on board about a year and a half later, when the business got big enough where he couldn't do it all on his own, but it all started with just like identifying an opportunity.
It sounds a little cheesier, funny, but kind of with a focus on things like maps and data demographics. Figuring out like where within a city would be a good place do something. I've always been intrigued with like, how does Starbucks and Chipotle and target, how do they figure out where to put their stores?
So then when we had a target on the dental space. It was both, a good opportunity to tackle, and Kent had experience in it. I did not to be frank, but something that interests me, just from the job and everything's where I took off from there.
Michael: Nice man. Now I've heard of this and I've seen this and we've had a lot of, uh, people on the podcast who either have looked at a location and then they said, the demographics don't work, but I'm still going to do it.
Or they've gone the other way, right? Where doesn't work and I'm not going to do it. Now, the ones where it says, I'm still going to do it. What I guess to you, would you recommend if someone goes through this whole process and says, I still want to do it here and it's okay, then just do it.
Kevin: Sure.
Michael: But is there a, better solution or what do you think?
Kevin: I've always saw it. Cause we've talked to people like that. It's like, I'm from this quaint town in California. That's really competitive. And I'm going to start or buy a practice there. I'm going to start a practice there because there's no practices there to buy. If that's your mindset and that's what you want to do, you should do that.
doesn't matter how much competition there is. would say, look at, the type of practice that you want to start or buy. And presumably, if you're familiar with the community, you're familiar with the type of dentistry that you'd be doing there. But I think that the right practice owner can take a practice.
Really competitive, challenging market through the lines of a startup and make it work just by being driven, standing out, being different, good marketing. but it is our job to assess it and say like, Hey, based on what you want to do, this could either be tough or this looks like a. full go green light.
Now, when we do identify those opportunities where the doctor wants to be there, and then we look at it and it's like, Hey, this looks pretty good. got to think that you're gonna have a better shot there initially than a really competitive market. A lot of it comes down to just like supply and demand.
Supply of existing practices in an area demand through demand for dental care to kind of simple things that we want to measure to figure out if it's a good area, not considering what this, practice owner might want to do, but anybody that's just dead set on like, Hey, this area I'm from there.
This is where I'm going to open their dental practice. Good for you. You've already identified like, one piece of this vision puzzle that I Talked about initially where what's your vision? What's your goal? Like, What do you want to do? What kind of practice do you want to have? If you already know exactly where that practice is going to be, who am I to tell you that you can't have a successful practice there?
Michael: Yeah. Interesting, man. So does dendrographics kind of like you guys assess all that with the practice owner? Cause I always, I don't know why I always just thought like, Oh no, we're just going to find you your location and that's it. Kind of thing. Or like, we're going to look at your demographics and that's it.
But do you go through that whole background with them?
Kevin: We always want to start with describe to us your ideal patient base. And then how a typical process will look like is it's like, okay, I'm in, greater Charlotte. I'll start a practice anywhere in greater Charlotte that matches my ideal patient base.
So if this person tells us my ideal patient base is upper middle income homeowners that's a family centric area with strong home ownership and it's stable and high growth and everything like that. let's go out and find you a practical area. think like population density.
There's a large market there for dental care large enough. People living in the area, basically, let's not recommend that you start over a national park because there's no competition. And the few people that live there are in your target, patient profile, we find you a practical area that matches your ideal patient base.
That's also. Not hyper competitive relative to the area, the less competition, the better. If we can match those other two things, practicality, and then a fit with the patient base that you're going for.
Michael: So then in
Kevin: the case of like greater Charlotte, if we go through the entire area, we'll come back and we'll say, Hey, these top areas, they match what you're looking for the best.
Now it's part two of the job is then to go out and we don't know inventory of available. Real estate. Right. So can you go out and figure out where are there available properties in these areas like in greater Charlotte that matches what you're looking for that's in the areas where we've recommended and of course consider other things.
The terms of the real estate that you're looking at, uh, are you fond of the area? And that's all part of the site selection process until ideally in the very end, you find a location somewhere that you're fond of somewhere where the price is right. The terms are right. and then where we've generally recommended that you look when we assess the market at the beginning.
Michael: Gotcha. Okay, man. That's interesting. So all that kind of comes into, and then is that like a specific, if you don't mind me asking, Uh, for that, is it everybody's different or is it like a set thing or what does that look like?
Kevin: So in terms of our services or products we have two types. We have a platform software basically where somebody can go on there.
It's a little bit more DIY. And run their own research, work with us directly to like assess areas. So picture you get access to software and then you're working with me on the side to like do Google meets and look at different areas and assess locations. So that would be our subscription side of the business.
On the other side is what we call like our legacy business, and that's our custom reports. There's two reports that we sell. There's a single site study and there's an area analysis. The area analysis, that's the first one I laid out where doctors in greater Charlotte, they don't know where to go. We're going to recommend where we think are the top areas for them based on again, competition, ideal patient base, practicality.
That area analysis is 699. The site study, that's As in depth as we can get on one specific office location. So is one, two, three main street, Concord, North Carolina, good location for the startup dental practice that I want to get going here. So everything we can tell a doctor about one, two, three main street.
Is it a fit with your patient base from very weak to very strong? You know, How do we assess it? But between the. Software in the report side of the business, two different types that we, I would say at this point about equally, sell in terms of like what people buy, but it's, do you want to do it the more do it yourself route?
So this is people getting on our web app, running their own searches, we have a lot of cool tools in there. We wouldn't, you know, 15 minutes, unfortunately, wouldn't cover. A full like product overview, but like you can send mailers to off market dental practices. If you're looking to, purchase a dental practice, you can run an instant search on a location.
And we've even rolled out like a new tier, which is designed more for like the existing practice owner. It's called the grow tier, where. You can plot your patients at an active dental practice on a map. So like if I have two locations in greater Columbus, Ohio, and they're five miles apart, but I want to see like every patient down to the address level, like where they fall on a map within drive times, where they're coming from, if there's a part of Columbus where you're not getting a ton of patients, but you know, that's an area where.
the demographics match your preferred, like patient type. We can like market to those areas. And then there's also a direct mail tool now that we just wrote out it's targeted direct mail, where we can say like, all right, I'm in Columbus, Ohio, I want to target, a pediatric dentist in Columbus, Ohio, I want to go after new movers.
With children income of, this number and above how many households meet that criteria. And then directly through our app, send them direct mail at like 59 cents a piece. So it's really affordable. It's super targeted. And it's another tool that we've rolled out to help, not just those starting by doctors, which has primarily been over the past decade, our wheelhouse, but now to, Existing practice centers to help grow their practices.
So again, if we did like a total product overview, it would take a bit, but we've grown a lot since those legacy reports, the area analysis, the single site study don't sell a ton of them. But, uh, we're of course always looking for new ways to like fill in gaps where maybe we don't fit. We don't have a product that fits exactly what somebody is looking for.
can we create products to do that?
Michael: Yeah.
Kevin: all sort of under the umbrella of data analysis, competition, mapping, and things like that.
Michael: Awesome. Awesome, Kevin. I appreciate your time. And if anyone has further questions, where can they reach out to you directly?
Kevin: I am easy to get ahold of my emails.
Kevin at denta graphics. com. our website is denta graphics. com. You can book a demo on there just to meet one of us here and talk about where you're at in this process, how we can help discuss your search, things like But yeah, we're easy to get a hold of. So anybody that wants to reach out again, Kevin at dendrographics.
com is my email or the website's dendrographics. com.
Michael: Awesome. So that's going to be in the show notes below. And Kevin, thank you for being with me on this Monday morning episode.
Kevin: Thank you, Michael. Appreciate you having me here.
What does it take to successfully market a practice and bring in new patients in today's world? In this compelling episode I'm sitting down with, Karen Galley, the insightful co-owner and president of Patient News and Practice ZEBRA. With over 30 years of specialized experience in dental marketing, Karen takes us on a journey through the foundational elements of successful dental marketing strategies. She sheds light on the unique offerings of Practice ZEBRA, a versatile software product that enhances marketing efforts through comprehensive services like call tracking, scoring, and detailed KPIs for marketing success. Whether you are just starting out or looking to optimize your current marketing, Karen's vast knowledge provides a robust solution tailored precisely for dental practices.
Throughout our conversation, Karen digs up the common marketing pitfalls that dental practices often encounter. Karen provides a magnifying glass into these errors, breaking them into three categories: strategic, operational, and executional. From the lack of clear differentiation in a practice's mission, to operational inefficiencies like poor call handling, each mistake is explored with an eye toward solutions and optimization. Karen’s advice doesn’t just stop at identifying problems though; she offers actionable strategies to improve your marketing approach by emphasizing consistent brand messaging, thorough market research, and effective budget allocation. This episode is an indispensable guide for dental professionals looking to enhance their marketing game. What You'll Learn in This Episode:
- How to identify and correct strategic, operational, and executional marketing mistakes in your practice.
- The unique features of Practice ZEBRA and how it can streamline your marketing efforts.
- The importance of understanding your practice's unique selling proposition.
- Advice for aligning marketing strategies with your practice’s vision and goals.
- Tips for efficient resource and budget allocation in dental marketing.
- How to analyze marketing attribution and channel ROI to maximize returns.
- Insights into refreshing your online presence with modern web design and SEO practices.
Let's transform your practice's marketing efforts with, Karen Galley, today!
Sponsors:Oryx: an all-in-one cloud-based dental software created by dentists for dentists.
Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Visit Oryx today for a special TDM offer! (Just click or copy and paste the link here) https://thedentalmarketer.lpages.co/oryx/
Guest: Karen GalleyBusiness Name: Patient NewsCheck out Karen's Media:Website: http://patientnews.com
Other Mentions and Links:
Software/Tools:
Google Ads
Practice ZEBRA
Helpful Resources:
Practice Growth Calculator
Books:
Understanding Dental Insurance: A Guide for Dentists and their Teams
People:
Dr. Shahin Safarian
Dr. Travis Campbell
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Have you ever considered how vulnerable your practice might be to a cyberattack? In this episode, Reuben and I delve into the alarming issue of cybersecurity threats targeting the dental industry. With recent warnings from the FBI about credible threats, it's clear that dental practices need to take cybersecurity seriously. We explore the potential consequences of these threats, the crucial need for comprehensive security awareness training for staff members, and essential steps to prevent email-based attacks.
The conversation goes in-depth into why using Microsoft 365 for enhanced email security is a game-changer for dental offices. Reuben also discuss the importance of working with IT experts to set up robust cybersecurity measures. Whether you're a dental professional or someone concerned about the security of sensitive patient information, this episode offers loads of practical advice. Don't miss out on this vital information that could protect your practice from devastating cyber attacks. What You'll Learn in This Episode:
- What are the credible cybersecurity threats currently targeting dental practices?
- Why is security awareness training crucial for dental office staff?
- What steps you can take to prevent email-based threats
- How Microsoft 365 can enhance your dental practice's email security
- Why should dental practices consider consulting IT companies for cybersecurity solutions?
Take action today to secure your dental practice's email communications and protect sensitive patient information!
Sponsors:
For DSO integrations, startup solutions, and all your dental IT needs, let our sponsors, Darkhorse Tech, help out so you can focus on providing the amazing care that you do. For 1 month of FREE service, visit their link today! https://thedentalmarketer.lpages.co/darkhorse-deal/
You can reach out to Reuben Kamp here:
Website: https://www.darkhorsetech.com/
Email: sales@darkhorsetech.com
Phone: 800-868-4504
Facebook: https://www.facebook.com/DarkhorseTech
Mentions and Links:
Businesses/Services:
Henry Schein
Aspen Dental
Organizations:
HIPAA
FBI
Change Healthcare
UnitedHealthcare
Software/Tools:
Dentrix
Eaglesoft
Open Dental
ChatGPT
Outlook
Microsoft 365
G Suite
People:
Bill Gates
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Ruben. So talk to us. What's happening right now for this Monday morning episode, we're going to be talking about something specific when it comes to security, Michael: What's going on?
Reuben: Emergency pod. First of all, emergency pod, Michael. Michael: All Reuben: right. You know, those, uh, Reuben: those sirens Instagram are overused, but in this case it Reuben: does apply. FBI warns of credible cybersecurity threats of the dental industry. that's why we're talking today. Michael: Okay. So what's happening. This happened. One of the articles we're looking at is on may 8th, so Michael: like not less than a week ago, less than a week, a couple of days ago, something's going on specifically with this cyber security threat. To all Michael: dental practices everywhere in the nation or Reuben: yeah, so it is morphed into that over the last few days. So basically, uh, the FBI was monitoring, uh, a hacking group,
Reuben: connected to change healthcare, connected to United Healthcare, connected to Henry Schein, connected to Aspen. You know, all these groups have obviously made the Reuben: headlines in the last uh, year or so uh, change healthcare, obviously being uh, most recent, Reuben: they were actually investigating a threat because they were attacking the plastics. Surgery market. And Reuben: then they shifted their focus to Reuben: oral surgery. And that's kind of, that was the, the Reuben: splashy update from last week, right? Reuben: May 6th, May 8th. And now the FBI uh, FBI is Reuben: basically saying general dentistry is now being targeted as well. So, Reuben: See, it went from outside the dental industry to a dental, you know, specialty. And now to the majority of dental practices out there are you Uh, actively being targeted.
Michael: So then a couple of things, I mean, we Michael: obviously want to know what to look out for, but what's the consequences here? Michael: If let's just say. We did end up accidentally doing something that we weren't supposed to do, like Michael: opening up an email or clicking specific Michael: link, you know, stuff we don't really know.
Reuben: Yeah. Let's all the way to the end is you're bankrupting of practice, right? We Reuben: go back one step that is, you know, uh, the Reuben: overwhelming majority of practices that suffer a cybersecurity attack go out of business. All right. So we're starting at the end, we're working backwards. So that, that means. you, Or if you are a doctor or a staff member, you
Reuben: clicked on a staff member, clicked on it. an email, a link that downloaded a payload to your office, right? Ransomware is, is most of what we're talking about here. Reuben: And that ransomware, let's say you're running Dentrix or Eagle software, open dental, one of these, uh, you know, server based practice management Reuben: softwares, that ransomware was able to embed itself into your practice management software, right? Patient health information, Reuben: uh, x rays, uh, social security numbers, medical history. You know, all the stuff that we call protected health information or EPHI electronic protected health and Reuben: they get that data and they exfiltrate it or take it out of the office, that is a Reuben: breach, which then feeds me into most practices that go through a breach, go out of business, and then you're, you're no longer an owner of a practice, you're an associated at another practice. I guess that is actually the last step. And that Reuben: is why this is so important is because Reuben: it's so darn easy to protect yourself from this Reuben: happening. But only 6 percent of the dental offices out there are HIPAA compliant. So hackers go, wow, we have a 94 percent Reuben: chance of getting into this office. Thank God. But, and that's why, Reuben: Honestly, it's like Dennis and the, the only really industry Reuben: less compliant the dentistry, Reuben: you guys can make fun of them is chiropractors. Reuben: So, Hey, those are the industries that, that are go after because of the lowest hanging fruit. if you Reuben: have dogs at your house, and Michael, you know, Reuben: I have, you know, 10, 000 dogs that live with me, Reuben: a robber does not want to come rob my house, because they're going to be attacked by a bunch of dogs. they want to attack the house. That the owners are on vacation, there's no animals, it's dark, you know, they Reuben: are opportunistic just like any other profession. So Reuben: that is why they're going after the dental industry specifically.
Michael: Gotcha. Something you mentioned, man, where you said staff members click on it. I think the most common Michael: thing. I mean, one of the practices I worked at the actual doctor clicked on it and Michael: ended up paying. But like with, when it comes to the staff members. Do they need to receive specific training for this? Or
Reuben: yeah, we call it security awareness training or SAT for short. Uh, not to be confused with the test Reuben: that is, it is coming back now. turns out it's a great predictor. If you're going to be okay at college, Reuben: um, I digress. So basically security awareness training trains your staff. who, You Reuben: know, you got to give to them. They're Reuben: busy. They're your phone calls. There's patients in front of them. They're scheduling, their billing, they're checking people out. There's Reuben: a lot going on. So you kind of have to, you know, if they do have an email come through Reuben: and it looks like it's from UPS, or it looks like it's, you know, from a Reuben: credible source and they don't, they don't have their guard up and they click Reuben: on it. It's Reuben: really hard to come down Reuben: on that person right? Reuben: You're expecting a lot out of them. And, and, and also, you know, be, have your, you know, your hat on your cyber Reuben: hat on and be vigilant at all times for through. So it's really important that you set up like. Let's not do a free Gmail account, right? That Reuben: has no security protection. Reuben: It's really important that you have an email system. I recommend Microsoft Reuben: 365 for all businesses that will stop those emails from coming in to begin with, because it never made it through Reuben: the spam filter. Right. Uh, the phishing filter. Reuben: So what's it worth that your staff. Doesn't even have to see that email that's worth a lot, right? Reuben: And then secondarily, let's say it is something that's more sophisticated, right? AI is obviously Reuben: playing a huge role in these emerging threats because it's no longer, you know, Prince of Nigeria Reuben: asking you for money who doesn't speak good English. It's like a perfectly crafted Reuben: email that's written by, uh, Beauty. so what security awareness training does is it, uh, it's a campaign. So like, if Reuben: I set this up, I'll randomly send out emails to your employees, right? If they click on a message that they Reuben: shouldn't have. have. Reuben: They are forced Reuben: down the training loop of, okay, Reuben: you have to go to school to realize like, what does a real email looks like? You know, is this Reuben: an external sender? Is it an internal sender? So it Reuben: really, it's just another, uh, training element, but you know, we're in the prevention business, right? I don't, I don't want Reuben: to clean stuff up. I want to play default. I want to block stuff from happening. And Reuben: of course the client wants that too.
Michael: Gotcha. Okay. So then right now, what steps can we do or what to look out for? What can we look out for? What steps can we do when it comes to preventing this threat that's happening today? Absolutely. And
Reuben: I'm going to focus on email because that is, the Reuben: FBI is, the warning is specifically tied to email. It's the easy, again, we talked about ease of Reuben: access is the easiest way to get into a Reuben: business is to send someone email. I can Reuben: send Bill Gates an email right now. Right. It Reuben: It doesn't matter. I have his email. I get sent to him. and so there's hundreds, thousands of practices out there that use Reuben: friendly smiles at gmail. com. So the Reuben: to action is sign up for a Microsoft account. It's Reuben: going to do two things. One, uh, it's going to give you that increased protection we talked about. Reuben: Two, It's more professional, right? It's more professional to receive an email, not from friendly smiles at gmail. com, Reuben: but office at friendly smiles. com, right? You're using your domain name. Reuben: tied to your website. It's professional. Maybe you have a signature. It just gives your, the people you're communicating with Reuben: patients, staff labs. an air that, you know, you are a professional Reuben: business. So, it Reuben: just have to be for cybersecurity. It can be to kind of raise your professionalism as Reuben: a business. Gotcha. So get that first. Microsoft three, six, five. Reuben: Microsoft 365. It's a, it's a suite of products, right? We use Microsoft 365 Reuben: for open dental cloud hosting, but we also use Microsoft 365 for email for Microsoft teams, for one drive. So Reuben: there's a lot to it, but we're really specifically talking about, email or some people refer to as outlook, which Reuben: is a specific email product that Microsoft offers. Okay.
Michael: Okay. So we do that next steps. Would that be the only step or that's it?
Reuben: We're only going to focus on. Protecting yourself from the credible threat Reuben: the FBI, we can have a hour long about all the other stuff you need to do, but please, the takeaway from this is really bolster your email security.
Michael: Gotcha. Okay. So get that So if we have it already, we don't got to worry about Reuben: IT company check it your it company, check it out, Ask them a question. Hey, am I doing Reuben: I need to do? If you don't have an it company, I run one. I Reuben: can help you out, but there's a lot of companies out there. So, either, you know, if you have an incumbent IT company, just reach Reuben: out to them, say, Hey, Can you guys get me set up with this? Or hey, I'm running this. Is there anything better we can do? Cause Reuben: there are some nuances there that are a little technical, but you know, you as the, uh, you as the client really shouldn't really have to worry about setting that up. Gotcha.
Michael: Awesome, man. Any other pieces of advice you wanted to mention in this episode?
Reuben: The FBI got involved, so they don't just like, Reuben: uh, creep into the dental industry, Reuben: uh, just cause they get bored. Reuben: So this is, it's a credible threat and just, it's a great reminder to just do the, Reuben: honestly, I'm just asking you guys to do the bare minimum here. Reuben: it's just sign up for secure email, which is also a HIPAA Reuben: compliance requirement, just. Just for the record. Yeah.
Michael: Is that the only option? Microsoft Office Michael: 365? Or we can go with another one?
Reuben: I mean, G Suite is also an option. So there is free Gmail right at gmail. com. And G Suite is Google's business version. And Reuben: that, that does have a much higher level of security than the free Gmail. You Reuben: do have to add, uh, an encryption element to it to make it HIPAA compliant, but I Reuben: just bring up Microsoft 365 because it is the lowest expense, easiest way to do this. Oh, lowest expense. how
Michael: much is it? Reuben: Four bucks an email. Man. Yeah. So it's Michael: pretty easy. It's Reuben: cheaper than G suite. Yeah. It's, it's just, and then you don't have to worry about the whole. Encryption piece, uh, like you do with G suite. So
Reuben: that's why I mentioned Microsoft 365 and also most it companies have a relationship with Microsoft and they can set this up for you. Gotcha.
Michael: Awesome. Ruben, thank you so much for this. We appreciate it. Anybody listening go take action right now. Michael: And if anyone has further questions, where can they reach out to you?
Reuben: Hey, sales at dark horse tech. com. I'm all over Facebook. You can bother me Reuben: on there or 800 868 4504 be happy to help anybody out. Thanks Awesome. Michael: that's going to be in the show notes below and Ruben, thank you for being with me on this Monday morning episode. Reuben: Thanks Michael.
How can an artist's creativity and eye for detail translate to success in the dental industry? Today we're diving into the journey of Dr. Jessica Pushee, an aspiring artist turned respected dentist, who shares her path from student to practice owner. Listen as Jessica unravels her realities – the challenges of shared ownership, the unexpected upheavals, the bounce back from failures, and the rekindling of her passion for ownership. Gain a unique understanding of her perspective on what it's like to construct one's own practice, from securing loans to pinpointing the perfect location.
The episode continues with an emphasis on the powerful role of community engagement and specialist referrals in building a solid patient base. Not only can you sneak a peek into Jessica's secret, strategic playbook, but you can also get a personal perspective on the delicate art of maintaining work-life balance, creating something uniquely personal, and nurturing a business culture rooted in integrity. Jessica also shows her forward-looking aspirations for her practice, marking her place in a fascinating narrative, laced with fortitude, resilience, and tenacity.
What You'll Learn in This Episode:
- The unique journey of an artist turned respected dentist
- The challenges and nuances of shared ownership in a dental practice
- The rigors and rewards of building a dental practice from scratch
- Artistic touches that set apart Jessica's practice
- Maintaining work-life balance as a successful dentist and business owner
- The significant role of community engagements and referrals in building a patient base
- The importance of business culture and integrity in growing a practice
Let's get into this episode with Dr. Jessica Pushee and witness the perfect blend of art and dentistry on her journey!
Sponsors:
For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
Guest: Dr. Jessica PusheeCheck out Jessica's Media:Instagram: https://www.instagram.com/jpushee/
Email: Jessicapusheedmd@gmail.com
Other Mentions and Links:
Software/Services:
Google Ads
Ideal Practices
CARR
Facebook Ads
LegalZoom
Places/Establishments:
Tufts University
Banks:
Bank of America
Brands/Businesses:
Starbucks
Smoothie King
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
What could you implement TODAY to boost your practice's growth? In this episode, Dr. Addison Killeen provides a comprehensive and insightful take on the strategies and tactics to make this transformation a reality in your own practice. Addison gets into the process of monitoring and analyzing phone data, unraveling crucial details about practice operations and customer experience that could potentially boost your business visibility and growth significantly.
We shine a light on the significance of weekly scorecards as strategic tools for measuring progress. Addison explains how these scorecards can help you articulate your goals, track your key performance indicators (KPIs), and drive constructive improvements. As a bonus, we also discuss Addison's series of books on dental operations, marketing, front office management, and a whole lot more - a gold mine of valuable knowledge that's just a click away on Amazon.
What You'll Learn in This Episode:
- The impact of online scheduling on new patient calls.
- How to monitor and analyze phone data to improve operations.
- The significance of weekly scorecards in assessing key performance indicators.
- The strategic importance of monitoring trends in bookings and customer service.
- A review of Dr. Killeen’s multiple books on improving dental operations, marketing, and management.
Are you ready to expedite your growth and enhance your dental practice operations? Tune in to our conversation today!
Sponsors:
For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
You can reach out to Dr. Addison Killeen here:
Website: https://www.addisonkilleen.com/
Dr. Killeen's Books: https://www.addisonkilleen.com/dental-manuals-books/
Mentions and Links:
Services/Tools:
Mango Voice
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Addison. So talk to us. What's one piece of advice you can give us this Monday morning?
Addison: Yeah. So the one thing that I've found in the data recently picking through the business, the phone calls, uh, you know, new patients is that online scheduling leads to a huge increase in new patients.
But it's not that they are actually scheduling through online. It's that once they go online and then they see that you have availability, they will still call the office. So what we found was that when you didn't have online scheduling, phone calls to the office dropped, even though web traffic was the same, Facebook, uh, you know, traffic was the same.
But when you opened up online scheduling, people click that link and you, of course, you have people that click those links that they see, you know, the availability and stuff, and you have a significant portion that don't schedule. But we did see that even opening up online scheduling allowed for more phone calls to the practice just because you have online scheduling.
So my big key piece of advice here is that. Even though you might not see a ton of appointments coming through your online scheduling, maybe it's only 10 a month, or maybe it's only 15. But that is still super important for the other 15 or 20 or whatever appointments that come through because of just people checking that online scheduling calendar and then still calling in.
Michael: Interesting. How'd you figure that out then? Would you ask, was the front team asking, Hey, where'd you find us? How'd you find us?
Addison: Um, well, basically I was just, I love to watch my phone data. I'm like, I'm always looking at, okay, Google. How many clicks are we getting over to our website from Google? How many are coming from Facebook?
Um, so just watching all these trends. And then when my online scheduling broke, uh, that's when it was like, something is off here. I'm like, well, why is this not working? Um, of course we saw a drop in online schedules as well, but it was a more significant drop than that. So sometimes it's just the crazy instances where something breaks and you're like, oh my gosh, this is something is up here.
that really led to that insight of finding that.
Michael: You mentioned phone data. Yeah. What do you mean by that? Like, are you watching? What are you watching?
Addison: Yeah, so I check my phone data every week. Um, I go, I use Mango phones. Mango voice is super easy to set up. Um, you can watch, you know, when are most of the incoming calls coming in.
Uh, you can also watch when are most of the outgoing calls being made. You know, either following up with patients or confirming their appointments for next day. and basically, I try to dig through to see when are the spikes in incoming calls, when are the spikes in outgoing calls. Of course, outgoing is a system of the practice and so, You know, we can make sure those two peaks are not overlapping each other to make the front desk feel overwhelmed.
And basically what I learned was that most of the incoming calls are between 8, 7. 30 in the morning and 10 a. m. and so, okay, hey, let's wait until 10. 30 before we start making outgoing calls. Like, no one should be calling out early in the morning unless it's to fill an appointment for that day. Like, you know, don't be doing any of those mundane tasks or following up on collections.
Don't do that until after 10. 30 in the morning. Uh, and then days of the week, like when, which days of the week are most active? When should we have all hands on deck? When should we give people their half day off or something? Or when, you know, if you're going to run errands, when should you be running them away from the front desk?
And then also looking at that phone data to see how many phone calls are getting answered in general. Now I track that scorecard. Um, the last couple of weeks I've been at 92. 2%. Of all phone calls coming into the practice get answered by a person. and that includes even after hours calls. So, obviously when we're closed, we're closed.
But, um, and that's probably about the 8%. But we do miss some calls during the day. But, uh, that's the average of all the time, you know, the whatever 160 some hours a week. Um, we answer 92%. Now, that is a really good, um, a really good number. I've seen it though in other practices across country where it's been pretty bad, like 60%, sometimes 40%.
And of course, if you're trying to get new patients in the door, or you're serve your existing patients, if you're not answering the phone, that's pretty bad. And so you could be wasting tons of money, on marketing or internal marketing, or just you could be losing your existing patient base, because if they call in, And they don't get to talk to anyone, they're going to get pissed off.
And so, that's just one thing to put yourself in their shoes. And it's like, man, I try to call my dental office and they never pick up the phone. And it takes them an hour to call me back. Like, that's just irritating. You know, if that's what you think about your general practice physician, or heck, your barber.
Or any other person in your life, if they don't ever answer the phone, you're going to feel kind of slighted. As dentists in the dental office, we should absolutely be aware that that phone call answer rate is a huge customer service indicator.
Michael: Interesting. Okay. So then you mentioned it spikes early in the morning.
Do you have people answering that early? The phones?
Addison: Yeah, we actually bring in, um, the front desk starts at like 7 15. A couple of people come in 7 15, one comes in 7 30. Everyone then takes a break at 7 45 because we go do cuddle for about 10 minutes. Um, but you know, people always text, you know, early in the morning or they leave a voicemail and they say, Hey, I'm sick.
I can't come in today. So I always want the front desk team to be there about 45 minutes early so that they can start managing the schedule. And so their most important job, you know, a make sure the waiting room is clean, but that should be done 5 PM the night before. So they should come in and just manage the schedule.
If there's holes that pop up like Swiss cheese, let's fill those holes. Let's make sure that every, you know, appointment is the appropriate length. Cause if someone does, Hey, I only want to do one extraction today rather than full mouth extractions, well, let's, let's shorten that appointment. Let's, you know, fill something in after that.
So, they double check all that, uh, just to prepare for morning huddle, because morning huddle is that huge communication time when they can then say, Hey, if you wanted to add in extra treatment, do it right here. Um, you know, we had a couple patients drop off, so if you wanted to do some same day or if you have an emergency, let's throw them in here.
Stuff like that.
Michael: Gotcha. Okay. And then what days of the week would you say are the spikes? And then the days where it's like, no, it's not a good day, half days are here.
Addison: Yeah, the, it's usually Monday is close to top Tuesday's top Wednesday, Thursday, Friday is like a slow downward slog.
Michael: Interesting. Okay. So, Monday, Tuesday, all hands on, that kind of thing.
Addison: Yeah. Yeah. So, Tuesday, I don't give anyone time off up front. Uh, Monday afternoon, one of my employees goes home at like two o'clock. And then, yeah, Wednesday, Thursday, and then Friday, everyone else gets a half day off as well. Nice.
Michael: Okay. And then you mentioned a weekly scorecard. Cool. what is that?
Addison: Yeah.
So it's, you know, like if you wait till the end of the month to run your numbers, look at your profit and loss statement, look at your month end analytics, whatever, you know, whether that's an online dashboard you get or whatever, however you run your numbers, if you're waiting till the end of the month, you're going to miss so much data.
And so when you look at it week by week, I always go in Sunday night, Monday morning, like sometimes the first thing I do Monday morning at like 5am when I wake up. Is like I go through and I run the numbers from the past week and that is takes about 10 minutes Maybe five to ten minutes and I just pull about 25 of the top numbers and that was kind of the basis for my first book by the numbers super short little read there, but it's basically like okay.
What should you look at every week? leading indicators because you can always look at the production and the income later on. I mean, that's like, that's the end of the month. See how you did, but you want to look at like, what are your treatment planning? what's your phone answer rate? How far out are you scheduling?
What does your accounts receivable look like? You know, and those little things, it takes me about 10 minutes and I don't. Um, give that to any other employee. I could totally pass it off and some other team member could do it, but I actually want to be the one doing it because it gives me all the indicators of how I need to lead the team that week.
You know, it also gives me the wins. So in that morning huddle, I could say, Hey guys, you guys are killing it. 92. 2 percent is a great phone call answer rate. I'd love how everyone's helping out. Like we have a phone in the back sterilization so that if it's ringing and it's like, Oh, that's three rings.
I should pick it up. sterile tech could pick it up. or, you know, like, Hey, our number of fluorides versus the pro fee rate, you know, so our fluoride delivery rate drop below 80%. Let's just make sure to pick that up this week. Let's make sure we're offering fluoride to every patient who needs it. Um, that sort of thing.
or treatment plan, you know, like, Hey, Last week, for whatever reason, we just didn't seem to treatment plan as much as our normal average, you know, just make sure that we're spending the time educating our patients and like teaching them what's going on with their mouths, and hopefully we can get that back up to our average.
So stuff like that, and doing that weekly, I think it's just the most appropriate cadence because Sometimes I can't remember what happened, what I ate for breakfast. And if I, you asked me what happened three and a half weeks ago, I'm absolutely not going to know. But if you ask me Monday morning, like how did last week go?
I was like, well, I took a day off. Okay. Well, of course the numbers are going to drop pretty significantly if I take a day off. So just knowing that and doing the weekly scorecard, and I just have it in a simple, dumb spreadsheet and I just go line of data is just another row down. And some of the data cells are color coded so that they show up like more green if they're good and more reddish tones if they're bad.
And so, yeah, that's what I do weekly.
Michael: you have that in one of your books? The weekly scorecard?
Addison: Yeah. So that's in the by the numbers one for sale on Amazon.
Michael: Okay. Okay. So we can find it there. Look at it. Cause each, I guess sometimes I feel like, and I'm speaking for myself, but like other people, you tend to put all these other analytics on there and you don't really know what's the most important.
I mean, maybe like you do, right? Like production collection, things like that. Right. But then there's stuff where, I don't know, you're worried about when it comes to marketing, like impressions. Right. And you're like, is that butts in chairs? What is that? No. Kind of thing.
Addison: Yeah. And so that's, yeah. And that's the biggest thing that I think some of the analytics tools out there, they, they love to feed you data.
They love to get your dopamine rush with like bright colors and graphs. But sometimes I think the most educational thing is dumbing it down to the simplest level and just being like, no, like we need to answer the phone. Like that's because yeah, impressions are obviously important, but that would be one of like that level of data digging in there would be like a, let's do that once a month type thing on my.
If I'm going to dedicate like two hours to reviewing all the marketing efforts for the past month or the future months, let's do that on one day a month. But then this weekly scorecard would just be like, Oh, you know, the phone call is not getting answered. Or maybe you have the other problem. Maybe you're booked out really far.
And so one of the well, two of the things on the scorecard are how far out you're scheduling both in hygiene. And then in the doctor side, and so like what's the next one hour free block of doctor time where I could do like a crown or a simple root canal, something like major, like when's the closest new free hour?
Is that four days out? Is that today? Or is it like 26 days out? And if it's 26, oh man, maybe e. You need to either look at hiring another assistant if you have chair time, or maybe you need to think about an associate. then again on the hygiene side, it's like, okay, when is the next hour and a half new patient block?
Because if a new patient calls your practice and says, Hey, I want to join your practice and you say, well, great, I'll book you in four months. They're going to say, well, thanks, but no thanks. I'll call another office. And whereas if it's in like the next seven days, if you have like an option in seven days, they're going to be like, okay.
It's maybe, Oh, I've got three options in the next two to three weeks. That's much more normal. Um, but you know, of course, I think we see a lot of dentists across the country who are scheduling out pretty far and that's where it's like, okay, well, let's maybe change what kind of patients you're going after.
Maybe you need more emergency patients. Maybe you don't want them in hygiene. Um, or maybe you need to consider dropping some insurance participation, which would thereby lose you some patients, but it would Probably gain you more higher paying patients. So there's so many levers to turn, but by watching that weekly, you can see some of those indicators and it's, and it's, yeah, like I said, they're super simple.
Um, almost to the point of, you know, just it's black and white numbers, but, uh, they are mostly instructive forward looking metrics that will help you kind of guide what decisions you want to make.
Michael: Hmm. And then real quick, have you ever seen like a, like a, like a Uh, in your performance, it's spike and you're like, man, that was great, but maybe it might've been a fluke or you know what I mean?
Where it's like, what did we do that week? And we're like, we didn't really do, I don't know what we did kind of thing. Does that happen?
Addison: Oh yeah. Or yeah. Or, or drops and you're just like, well, what the heck? Like, and, and so, yeah, you always see those and you know, sometimes it's a, it's a, it's you just didn't treat my plan as much, but every patient accepted something and you're like, I got 100 percent case exceptions, right?
And so you're super happy and you're like, well, that was just a fluke of, you know, you had a bunch of patients that love you and trust you. And so, yeah, sometimes you, you see that. Um, so it's always good to kind of watch when you watch these numbers with a weekly frequency, they're always in your head.
And you kind of understand them. You don't have to kind of review back of like, well, what's the average or what's the high, what's the low. You just kind of know, okay, well that's a good number or this is a bad trend. And of course, one week of one bad number is not going to affect you. But when you start to see like, man, three numbers above that on the spreadsheet don't look very good.
That's when you start to see, well, three or four weeks, that's a trend. And that's where. The data isn't, you know, just noise. It's actually a signal telling you something is wrong.
Michael: Interesting. Okay. And then real quick, I know all the, that was your first book, right? You've come out with many more since then.
Addison: Yeah. So we got, yeah, seven more. I think we have the dental operations manual, the dental marketing manual, the dental front office manual, the associates manual, the startup and the acquisitions manual. Cool. Oh, and the dental supply ordering manual. That's the one we just put out. I should remember that first, but, uh, that's a little bit of a smaller one. It's only like a hundred pages. it's the manual size. It's got tons of spreadsheets and stuff. Cause man, us dentists, we get ripped off a lot by, Companies that sell supplies for more expensive than they should be.
So that book will save people like 20 grand right away. So that's, that's a big, big one. But the next book I'm excited about that'll probably be coming out in about a month to a month and a half will be the dental assisting manual. And that one's going to be really cool. So that if you're out there trying to train up dental assistants and teach them, okay.
Cause I mean, a lot of us have good dental assistants, but like, what does it take to be really, really good? Like what thought processes, what systems can you put in place to help train up somebody maybe from scratch to be really, truly great. Um, and like, how should you set up those systems to take them from, you know, rookie to rockstar essentially.
Michael: Nice. Awesome. So where can people find you if they have any questions or concerns, or they want to know more information about the books?
Addison: Yeah. So, uh, all the books for sale on Amazon. com so you can order them there. Um, or you can check, uh, out any of my information and stuff at, uh, AddisonKilleen. com. So A D D I S O N and then K I L L E E N.
com.
Michael: Awesome. So that's going to be in the show notes below. And Addison, thank you for being with me on this Monday morning episode.
Addison: Thank you.
Do you have a passion for the entrepreneurial journey but don't know where to start? Dr. Ilona Cassellini's exciting path from a budding veterinarian to a successful dentist might be the inspiration you need. Straying from the familiar path sparked by a chance encounter and mentorship from a prosthodontist, Ilona dives into details of starting her own dental practice right out of dental school. Amidst the numerous obstacles in her journey, the key to her success was the mentorship she received, her parents' support, and her pursuit of independence and entrepreneurship.
Ilona sheds light on an area often overlooked by entrepreneurs. She discusses the pivotal role of staffing in her groundbreaking success. Facing the challenges of integrating a retiring dentist's staff into her practice, she transformed hurdles into opportunities. She ends the episode by narrating her boutique-like patient-centric approach that fuels her professional satisfaction and success.
What You'll Learn in This Episode:
- How mentorship shaped Ilona's career in dentistry.
- Strategies and challenges of starting a dental practice immediately after school.
- The complexities of integrating staff in a dental practice.
- How Ilona's patient-centered approach leads to her fulfilling career and practice's success.
- The power of strong supportive outlets in the journey of entrepreneurship.
Ready to delve deeper into the strength behind mentorship, a patient-centric approach, and important staffing decisions for entrepreneurial success? Let's jump into this captivating episode with Dr. Ilona Cassellini!
Learn More About the Ground Marketing Course Here:
Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Guest: Dr. Ilona Cassellini
Practice Name: Swiss Quality Smile
Check out Ilona's Media:
Website: https://www.swissqualitysmile.com/
Instagram: https://www.instagram.com/swissqualitysmile/
Other Mentions and Links:
Software/Services:
Dentrix (practice management software)
Sesame (texting/message software)
Establishments:
Artists/Songs:
Bill Withers - Just the Two of Us
Communities:
Sports:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
How can you strategically grow your practice without the risk of losing everything? In this soul-stirring episode, our guest, Luke Infinger, provides the tools you need to stand tall in your field. He dives deep into the importance of mastering your existing practices, before even considering expansion, underlining the necessity of building a robust foundation and optimizing your operations for overall success. Luke's guidance will help you identify the right time to scale, steering you on a path of continuous and sustainable growth.
In the second leg of the journey, Luke uncovers the crucial role of profitability and planning in expanding your practice. His words serve as a wakeup call, reminding dentists and practice owners alike that profit isn't all about numbers - it's the lifeline of your growing business. His riveting advice and personal experiences will guide you into understanding the intricate relationship between strategic growth, profitability, and optimal planning.
What You'll Learn in This Episode:
- Importance of mastering your existing practices before planning expansion
- How to build a strong foundation for your dental practice
- The role of optimizing your business operations for success
- Identifying the perfect time to scale your practice
- The connection between strategic growth and profitability
- Understanding the value of proper planning in expanding your practice
Ready to skyrocket your dental practice to a whole new level of success? Tune in to this episode with Luke Infinger!
Learn More About the Ground Marketing Course Here:
Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
You can reach out to Luke Infinger here:
Website: https://hip.agency/
HIP Resources: https://hip.agency/resources/
Mentions and Links:
Software/Tools:
Personality Tests:
Books/Publications:
The E-Myth Revisited: Why Most Small Businesses Don't Work and What to Do About It
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Luke. So talk to us. What's one piece of advice you can give us this Monday morning?
Luke: So one piece of advice for dentists, orthodontists, or really a lot of business owners. Uh, I've had the pleasure of working with probably about a thousand dentists or orthodontists, uh, within the past 10 years.And I think a false belief and, it's probably taught or, you know, talked to, uh, amongst peers is you need to be able to scale your practice through acquiring locations and adding more doctors. And while that could be the case, I see people do this way too quickly. Absolutely. they'll have a low production practice.They'll also be carrying a lot of debt. and think I need more cash flow. I need to look for my second location. I need to look for another associate doctor. And I've actually seen a lot of practices go under this way because they become over leveraged. So I always tell people, focus on what you have.Grass is not always greener, build what you have, prove the concept, get your business to an A player, and then duplicate that. Nobody wants to duplicate a D player. You know what I mean? So if I have a business, it's not performing super well, it's probably not time to duplicate the model.
Michael: Interesting. Okay.So then what's too quickly in your experience? If we're specifically talking about, let's go with like a general practice. Sure. And they're busy, too busy, right? So they're assuming, Oh my gosh, I need a doctor. I need an associate. I need a more hygienist. Right. Would that be too quickly?
Luke: Well, it really depends on the specific situation.It could be time. But. Most of the time I've never met a dentist or orthodontist that's actually too busy. It's very rare and I'll explain why. The reason why we become too busy when running a business is we're doing the wrong things. Thanks. Very rarely do you talk to a dentist or orthodontist running the practice.I mean, again, this could be any other specialty within dentistry or maybe even any small business. And I've done this myself as a business owner. Well, who is, uh, looking at payroll? Who's looking at our credit card statements? maybe a security camera goes out. We need that. I mean, you get the idea.We carry all this stuff and there's a lot of things we don't delegate. So if you look at an org chart within a dental practice, typically it's the doctor, Maybe an office manager and everybody else. And the office manager probably also does other things. Maybe she has to be an assistant some days, or maybe she has to pick up the phone or things like that.And so I think if the doctor sets up an org chart to just be a doctor, which is going to produce the most amount for the practice. That's why they went to forever, you know, because they're, they are the only ones who can do what they do. So on your genius and delegate everything else. The doctor within a practice.In the day to day should be the technician. And I don't mean like a dental tech. I mean, if you read the book, the E myth, which is one of the most popular books in the world for small business, there's technician, the manager, and the visionary. A dentist can be the technician and the visionary. They never want to be the manager.everything else has to be delegated. They have to be the dentist and outside of 8 to 5 or maybe on breaks or specific planned meetings. They can float into the visionarybecause they're the owner. So their vision, their mission is going to set the practice apart and have a unique identity, but they should not be managing.And this is where most dentists, I would say 98 percent get stuck on the hamster wheel and they can't grow. The number one thing we hear, I don't know if you hear this, is we just need more new patients. Makes sense. But I asked them, well, how many people filled out a form on your website last year?Well, I don't know. Well, where do those people go? Well, I think they go to Cindy. Well, does Cindy have a list? Um, no, I think she just like calls them then and sees if they pick up. Okay, well, how do we track that? How many times did we call them? What did we say? So you don't necessarily need more patients.You need better systems, right? Because if I scale marketing and just bring you more of those types of leads and they're falling by the wayside, do you need more patients or should we first fix system and then you may already have. The leads that you need to scale to your goal.
Michael: And I guess that's where that, it of comes in where the front office sometimes, do you get this sometimes Luke where like they tell you, patients you're sending me, the quality is not good.I need better quality patients. And you're like, the only job is to be getting you leads, right? It's up to you to, you're not converting it kind of
Luke: And And this is any sales process. Yeah. I don't care what business you're in. Uh, people are guarded. I don't know about you, but I've opted in to a lot of things.I missed an appointment with my chiropractor. I've been for like three years. Totally forgot. Am I a bad patient? Well, probably not. but we have access to anything we want right here. We have a supercomputer in our pocket at all times. And so, you know, dentists and orthodontists, and I can appreciate this.Typically, there's a little bit of an ego there. Hey, I'm a very specialized person. I'm a smart person. I'm skilled. I can help you. Um, you should come to me, but we don't know that as the consumer, we look at dentistry now, largely as, a commodity. And so you have to put yourself in the shoes of the patient, the consumer, the client, If they don't know, if they opt into a lot of things and click on a lot of things and forget.Or it's not at the top of the priority list. If my tooth's not in pain, how do we nurture them and establish a relationship and bring their guard down and let them know that we are the practice of choice? that is a real holistic sales process that we've forgotten because we think people should just click on our stuff and then show up in our practice.Doesn't really work that way. would challenge a lot of people listening to look at how they behave. When's the last time you checked your voicemails? Do you respond to all text messages? Do you call every number back that's red on your phone? Because red is like, on my phone, that's the missed calls. I never check my voicemails.only when it says 95 percent full. And I never call the numbers back that are red. And my phone, I haven't looked into changing the settings. Thanks. But if I don't have your number saved in my phone, it won't even ring. it takes you straight to voicemail. So if a practice is calling me and I opted in, do I save their phone number?When I opt into the ad. No, of course not. That would be ridiculous. So don't have your number saved. You go straight to voicemail. I don't check my voicemail. Did you send me a text? What did the tech say? You know, was it personable? Did it sound like a robot? Cause that's another thing is like people are getting spam texts all the time.I probably get five, maybe 10 a day. So we have to look at ourselves, uh, and this is why the rest of the team in the practice is so important as people who genuinely want to help people and know that people probably most people, especially when it comes into digital opt ins, they're on step one. If step 10 is getting them in the practice, what do we have to do to bond with that person, get that person's trust.Make them realize they do want to come in to see us when it's time to fix X, Y, and Z. And the people doing that should love doing that. They should not be complaining about doing it. If they're complaining about doing it, they're not in the right role.
Michael: Interesting. If they're not in the right role, what do we do then?
Luke: We have to either move them to another seat, Or move them off the bus. This is why planning is so important. If you don't build an org chart, if you don't look at the different roles, if you don't plan, if youdon't, give uh, tests to your team, like, predictive index is a test that we use. There's others, maybe, uh, strength finders, Enneagram, maybe all of them see what their strengths are, see what what they like to do.Even if someone's not highly trained, you're going to know if they have a passion for something. Based on their giftings and what they're genuinely, uh, succeeding at, right. They may need a lot of help, but they have a natural inclination to do this thing. Um, Uh, and that was me on the phones. Like I, I sold, uh, New York times in a call center.So I was like cold calling people and have to turn it into a game. and you have to have fun with it. And if you can't have fun in whatever role you're in, even as a dentist, if you can't have fun doing it, maybe you shouldn't be doing it.
Michael: Interesting. Okay. So then if we scale back a little bit or rewind back a little bit, you mentioned when you have an A practice, like an A practice, that's when it's okay, let's start scaling.So then how can we tell, all right, this is an A player practice
Luke: profitability. So it's not about how much money you make. It's about what you keep. ThereThere is a an average, healthy business when you look at profitability and you know, within based, it's probably about 30 percent is the benchmark.Now dentistry and then specialties within dentistry like orthodontics could even be higher. You know, your average orthodontic practice on the low end is going to be 30 percent net. I know some people who are 60 percent net, which is kind of unheard of. But we should be shooting for somewhere in there.Now, certainly if there's lab fees and you're doing, um, more indirect bonding or things like that, profitability may be a little bit lower. but that's the benchmark you should look at. You should be working with a CFO, like fractional CFO, accounting firm, whatever, to define that. and I would also look at.total revenue profitability and your time, you know, if my time and I'm 30 percent net and you know, at a, at a good run rate. If I still could add a day in, well, would I go start another location? Because I can still maximize where I'm at. So, you know, maybe I open Fridays, maybe I open up a half day Saturday.Now, if I don't want to all the time, then I would bring in that associate to cover the Friday and half day Saturday. While I went out and spent that time looking for that satellite location. Then when I create the satellite location, they're already trained. They've been working with you in the main location.Now you can place them into the satellite. Once you ramp that up.
Michael: Gotcha. Okay. So that's when the associate kind of comes right? That that's when you're like, okay, It's a super need Now bring them in while looking. Interesting. Okay. Interesting. Okay. Awesome. of advice for this? this?
Luke: Not I think you have to look at the flip side.And, and what I mentioned early on was people do it way too fast. what are you taking home? Uh, how are you having to pay these other doctors? What loans do you already have? How much are you going to have to pay for that new location? And if all those things are going to put you in a bad financial place, don't do it.you can focus on what you have and grow what you have. And so, like I said, I mean, I've seen people go under, people are producing very little, maybe even half a million a year. And they're like, I got to bring in a doctor. I got to get another location. It's like, with what? Like, you don't have the resources to do it.This doesn't make any sense. So slow down, pump the brakes, take a deep breath, get strategic, grow the practice that you have. Get it to a good place, then look at scaling and you may not want to scale. That's the thing. Like you don't have to do this. You could create a lifestyle practice three days a week, and it could be what you want.And then you only have one practice in one building and one note to worry about instead of two or three or four.
Michael: Yeah, you're right, man. Bigger isn't always better. Yeah. Awesome. Awesome. Luke, thank you so much for being with us. I appreciate your time. And if anyone has further questions, where can they find you?Luke: Uh, can find me at hip dot agency. You could also reach out to us on the contact form And we have all this stuff in books. So we have several books, that are applicable for any specialty within dentistry that go through all this stuff. This one really talks about the org chart scaling and how to grow the right way.Um, and then I even created one for the doctor's mindset, which I think is very key, but yeah, you could, you know, Hit us up there. Uh, we'll actually ship all these to you for free. If you don't want to wait for hard copies though, you could just go pick your copy up on audible iBooks. They're on e readers and, and all audio platforms as well for purchase.
Michael: Nice. Awesome. that's going to be in the show notes below for you to check out. Awesome, man. And Luke, thank you so much for being with me on this Monday morning episode.
Luke: Absolutely. Thanks for having me.
Today we're navigating the complex world of dentistry with authenticity, resilience, and an open heart. But, what does it take to embody these key values? In this episode, Dr. Maggie Augustyn takes us on her transformative journey from graduating dental school to becoming a successful, compassionate dentist. Overcoming initial challenges that nearly derailed her early career, Maggie offers an intimate window into her personal evolution, unpacking the layers of self-reflection and mentorship that led her to shed false identities and fully commit to her passion.
Maggie dives deep into her professional trajectory, sharing her transition from working in less-than-ideal conditions to taking the formidable step of opening her own practice - a venture fraught with financial fears and management challenges. Throughout these enlightening windows into her growth, one element remains consistent: the dedication to becoming a better dentist and a better person. Exploring the internal tug-of-war of wanting to be liked and needing to deliver honest, sometimes hard-to-swallow treatment plans, Maggie emphasizes the supreme importance of empathy and genuine patient connections in her practice. Her reflections on battling cancer and the integral role of personal and professional integrity in managing her practice through these tough times offer an inspiring testament to her resilience.
What You'll Learn in This Episode:
- The early challenges and misunderstandings that young practitioners face in their medical journey.
- The importance of shedding false identities and embracing authenticity in the field of dentistry.
- How to navigate the financial and leadership aspects of launching and managing a private practice.
- The value of compassion, empathy, and honest communication in patient care.
- How personal turmoil and struggles can impact and shape professional growth and perspective.
Don't miss out on this insightful, heartwarming journey of transformation and growth in the world of dentistry! Tune in to share in Dr. Maggie's wisdom gathered from her diverse experiences.
Sponsors:For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
Guest: Dr. Maggie AugustynPractice Name: Happy ToothCheck out Maggie's Media:Practice Website: https://myhappytooth.com/
Personal Website: https://maggieaugustyn.com/
Facebook: https://www.facebook.com/dr.maggieaugustyn
Instagram: https://www.instagram.com/dr.maggieaugustyn/
LinkedIn: https://www.linkedin.com/in/dr-maggie-augustyn-dds-faaip-ficoi-7a9502122/
Other Mentions and Links:
Services:
Productive Dentist Academy
People:
Dr. Talcott Parsons
Dr. Bruce B. Baird & Dr. Victoria Peterson (Productive Dentist Academy)
Dr. Augustyn Presentations:
Lie to Me: The Destructive Nature of Self Comparison
Beyond The Drill: From Struggle to Success
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
How essential IS understanding insurance contracts in the dental field? Join us in this Monday Morning Episode as Laura Radloff and I delve into this critical aspect of your dental practice. We underscore the necessity for dentists not just to skim but attentively read through the terms of contracts to sidestep potential pitfalls such as insurance fraud. Laura shares from her vast wealth of experience some common mistakes dental practices make and drives home the essentiality of proper billing practices.
In the second half of our discourse, we explore the incredible advantages of utilizing Oryx software for billing purposes. We put a spotlight on the tremendous support provided by the Oryx team. The takeaway of this episode revamps the importance of thorough understanding and transparent communication in dealing with claims and operating a successful dental practice.
What You'll Learn in This Episode:
- Why understanding insurance contracts is vital in the dental field
- The common errors dental practices fall prey to and how to avoid them
- The indispensable role of diligent billing practices
- The remarkable benefits of implementing Oryx software for your billing
- The exceptional backing provided by the Oryx team in managing claims
Dive into this episode now to learn what you may be missing in your insurance contracts!
Sponsors:
Oryx: an all-in-one cloud-based dental software created by dentists for dentists.
Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Visit Oryx today for a special TDM offer! (Just click or copy and paste the link here) https://thedentalmarketer.lpages.co/oryx/
You can reach out to Laura Radloff here:
Website: https://www.oryxdentalsoftware.com/
Mentions and Links:
Software/Tools:
Brands/Products:
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Laura. So talk to us. What's one piece of advice you can give us this Monday morning.
Laura: So one piece of advice is. Really to make sure that you understand your contract with any, uh, your, any insurance company that you have chosen to contract with. There are a lot of rules that come with those contracts, and if you've chosen to be in network with a certain insurance company, they may have specific rules that you have to follow, such as you have to bill certain procedures out, even if they're not going to be covered.
So you just want to make sure that you really understand your contract before you start committing insurance fraud. And it's little things like, You may have a certain procedure that's not covered by that insurance, and you may choose not to bill out that to that insurance company, because you've decided since it's not going to be covered, we're not going to bill it out anyway.
But if your contract says that you should still be billing it out, you still need to make the insurance company aware that you did that procedure, even if you don't think you're going to get covered for it.
Michael: Okay, no, that's interesting. That's interesting. And then. You said understand your contract. Are some contracts difficult to understand?
Laura: They just vary. They vary a lot based on carrier and state. And especially once you start to get federal plans, it's more just making sure that you do read the fine print. Uh, some states say that you can't charge a patient if it's not covered. and some carriers say the same thing. So it's really just making sure you, You don't go outside of those lines and making sure that you are billing correctly, not only to your patient, but to the insurance company too.
Michael: In your experience, Laura, like what is the most difficult company? I guess you feel like you've worked with when it comes to like, Oh my God, this is all in the contract. Are you serious? Kind of thing.
Laura: I wish I could just say there's only one. I feel like every company is going to have their own quirks. and each one of them is going to have their own guidelines.
I just ran across a policy the other day that said, if you try to bill out the buildup the same day as your crown, then it won't get covered. And they told you in the contract, you should bill out the buildup separately, um, on the prep date and then your crown on the seat date. Because they're already telling you it's not going to be covered, but it was so fine print and it was way deep in the contract.
understanding that from the beginning, it's not very common that you would see that. So it's just making sure you understand you would hate to bill that out and then not get paid just because you billed it on the wrong day.
Michael: Yeah. How often does that happen? I mean, so real quick, if you can let us know, you're with Oryx, right?
their billing department or how does that work?
Laura: Yeah, so I am with Oryx. I actually come from a lot of other software background where I've used a bunch of different softwares throughout my almost 20 years in the dental field. And Oryx is my favorite. So when I was working with Oryx, I reached out to Oryx and I told them how much I absolutely love their company and how much I would love to be a part of their company.
So, now I am in, in charge of the outsourced billing department. So we actually helped newly converted offices with the conversion process. Um, and we allow additional trainings in regards to insurance. And billing. And then also we help with those services, especially for startups.
They're not a hundred percent aware of all of the ins and outs of insurance. So we're able to help guide them at least through the beginning phases to make sure that they're off on the right start.
Michael: Yeah. So then how often does that happen? Especially when it comes to, I guess, transitioning from a software to another software or like, where are you seeing the most common mistakes?
Laura: The most common errors is, I would say, a sense of if it's not going to be covered, I don't have to bill it anyway, or trying to charge additionally due to a downgrade or a fee that may not be exactly what's needed. billable. I know sometimes ortho cases, if you're contracted with an insurance company for an ortho case, you have to go by their contracted rate, but Invisalign has a flat fee that they charge no matter how, you know, just to get the case going.
So some offices have found that they want to try to charge that additional fee and some states and some insurance companies say too bad, it's all inclusive. Just because you picked Invisalign instead of brackets doesn't mean we're going to give you more money. So it's making sure that you understand that piece.
the biggest thing that we run into is just thinking that we can step outside of those contract guidelines. and not necessarily defining it as fraud. It's still considered a form of fraud if you're withholding information, if you're falsifying the information, submitting under a different provider just because they have different network statuses.
Things like that can all be considered forms of insurance fraud. So just being careful. Last thing you want is to go have huge fines, get your license revoked, or have your business shut down because of insurance fraud.
Michael: Yeah. Have you seen that happen? Like where somebody really didn't read the fine print and it just went downhill from there?
Laura: Yeah, unfortunately I haven't personally experienced it, but I've gone to continuing education courses where they've talked about the Somebody else, the business owner versus the dentist. And the business owner was doing billing out things a certain way. And then the owner, the business had to shut down.
Michael: So then what would be the difference here? Laura, like if, if I were to say, okay, I have listened to this episode, I'm going to make sure my team reads the fine print compared to having like. Outsourcing it, your team, Oryx or you, right. I'm going to read the fine print. What would be the difference in those two?
Laura: So there are a lot of credentialing companies that will help make sure that as you're getting credentialed, they can read that contract for you, so it's more just making sure that maybe whoever's helping you with your credentialing understands what your expectations are too, so that they don't sign you up for something that goes against the way that you want to run your business.
personally, I've been in the dental field for 20 years, but that doesn't necessarily mean that I know all the ins and out of every insurance company too. Since it is so specific to state and carrier, it's really important that you understand it within, yourself versus even relying on someone else to do it for you, because then you're also holding yourself and your team accountable for what's happening in your office too.
So as much as I would love to say, I'm a professional, I will read it for you and tell you all the things with my magic cape. at the end of the day, it's your license and it's your practice that's on the line. So making sure that whoever's doing your billing for you is doing it the way that aligns with your contract.
And. How you want your business ran.
Michael: Okay. Interesting. So then does this come with like, let's just say we decide to go with Oryx. Does it come with Oryx, this service or? The extra how does that work?
Laura: It would be something if you have questions, we would definitely be able to review with you. We're more focused on making sure that you get paid.
So we want to make sure that those claims, there's nothing holding them up from getting sent out that you've got all the necessary attachments documentation to be able to support the claim. And then we do catch some of those things like, Hey, I remember this insurance plan said you can't bill out the buildup and the crown on the same day.
Do you still want to, because That's how you do it, or do you want to align with how the plan does it? So we do catch those things as the claims are going out, but it's more just making sure on the front end that you understand how that's coming in too.
Michael: Yeah. That's so nice that Oryx does that, the claims, you know what I mean, for, for practice.
I feel like it takes off a lot of the front office, I guess you can say like their time and you know what I mean.
Laura: Oh yeah, it's huge because personally if I have a team member that I'm paying to be in office with me that's going to be patient facing, I want them to be patient facing, talk to them about their treatment plans, get them into the schedule.
I don't need them hiding behind closed doors talking to insurance companies, but I also want to get paid. So making, putting that on someone else, especially someone who's versed in the software and has a lot of insurance experience, we've got phenomenal team that's all there to support and make sure that those claims are going out and getting paid.
Michael: Yeah. Is it pretty difficult to learn for the team? Oryx?
Laura: we offer a lot of support. It's not that it's difficult, honestly. Like I said, I I've worked with open dental, Dentrix, EagleSoft, SoftDent, Dentrix Ascend, Dentrix Enterprise, iDental, I've worked with a large number of dental softwares and I found it.
Like with any software, there's definitely a learning curve, but once you really get into it, it has so many neat hidden features and neat things, and they're constantly evolving. I guarantee you, you tell Dentrix you want to change the way that they have something set up and they'll laugh at you. Oryx, we really try to consider how are our users using it and can we make it better as much as we can all the time.
Michael: Yeah, that's so true. I see that in the Facebook group, like the Oryx users, Facebook group, like somebody will be like, Hey, Hey, Rania, can we do this or can we do that? And working on it. We'll implement it. You know what I mean? And they're on it. So
Laura: yeah, we have developer meetings all the time. Like we're still as big as we are.
We're still small, right? We're still connecting with each other regularly to make sure, Hey, this is something that our front end user saw that we might be able to improve. Is it something we can implement? if it's only one person that wanted it, then it may not be the top of our list, but being just vocal about things that we could possibly do to improve helps too.
But I also think it's got a really strong base. So, while some people may see that there's areas to improve, it's got a lot of really great things already integrated into it. That helped me when I'm doing aging or when I'm doing the insurance stuff, this is my go to it's the fastest one to work out of.
It's got the most detail. I find less errors once I'm using the software correctly. it's just phenomenal in my opinion Might be a little biased but
Michael: No, that's awesome. And then what's one final piece of advice you can give us when it comes to claims and practice ownership
Laura: Um, there's no such thing as too much information You'd much rather have 15 photos a big strong narrative and x rays right before the procedure versus later Finding out that you needed that x ray narrative or photo and not have it
Michael: So there's never enough information.
Interesting. Awesome. Thank you so much for your time. I appreciate it. But if anybody had questions or concerns or anything like that, where can they find you?
Laura: If you're already an Oryx user, then you can put in a help ticket and they'll make sure that you're directed to the right department. I do specialize in billing and insurance, but we have a whole bunch of trainers that may be able to help with any other areas.
And then if you're on our Facebook group too, you'll be able to keep posted on how often our webinars are happening and what topics are coming up, or put in suggestions for future, future requests or other webinars that you want to see. So.
Michael: Nice. Awesome. So that's going to be in the show notes below.
And Lauren, thank you so much for being with me on this Monday morning episode.
Laura: Great to chat with you, Michael.
How does one navigate cultural and language barriers as an exile from their home country AND build a thriving practice? Welcome to this enlightening episode where we step into the unique journey of Dr. Monzer Shakally, a remarkable dentist with an extraordinary backdrop: born and raised in Damascus, Syria, yet carving out a stellar career in the U.S. His narrative winds from his comfortably privileged upbringing in a medical environment to a twist with the breakout of the Syrian revolution, leading him down a path of arrest, exile, and eventual resettlement in the U.S.
In this episode, Monzer takes us along on his odyssey from the throes of revolution and exile to his pursuit of dentistry in Iowa, a step driven by his resolve to create a unique niche in the dental space. Listen in as he shares the challenges of early days in America, wrestling with language barriers and chipping away at cultural dissimilarities, through to his triumphant emergence from dental school and his thoughtfully decisive move to settle in the balanced charm of Scottsdale, Arizona. Monzer also delves into his professional journey, tracing his hard-earned lessons from a dissatisfying stint at Pacific Dental Services to his present status operating a thriving dental practice. This episode is more than an account of resilience and determination, it is a beacon for all those navigating their routes to success in the dental profession.
What You'll Learn in This Episode:
- Monzer's intriguing journey from Syria to the United States
- The cultural and educational challenges Dr. Shakally overcame in the pursuit of his career
- His experiences in corporate dentistry and the wisdom gained from it
- How Shakally turned a new opportunity into a flourishing dental practice
- Strategies for avoiding pitfalls such as insurance dependency
- The ethos that underpins Shakally's profession and personal journey
- Strategies to ensure patient satisfaction and operational efficiency in your practice
Don't miss this episode full of valuable insights and inspiring tales of resilience. Start your journey to mastering the business side of dentistry by listening today!
Sponsors:
For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
Guest: Dr. Monzer Shakally
Practice Name: Southern Smiles
Check out Monzer's Media:
Website: https://ssmilesdental.com/
Instagram: https://www.instagram.com/drshakally/
LinkedIn: https://www.linkedin.com/in/dr-monzer-shakally-dds-54945989/
Email: meezdds@gmail.com
Other Mentions and Links:
Software/Services:
Books/Publications:
- How to Buy a Dental Practice: A Step-by-step Guide to Finding, Analyzing, and Purchasing the Right Practice For You
- Dental Operations Manual: Detailed Systems to Run your Dental Practice
Businesses/Brands:
People:
Podcasts:
Communities:
Organizations:
Music:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Are you ready to take a refreshing and practical look at the business side of your career? In this episode, I sit down with Dr. Shahin Safarian, a seasoned dentist, entrepreneur, and coach who urges private sector dentists to embrace financial literacy. Shahin's insightful perspective draws a connection between understanding key financial metrics and improving both patient care and business efficiency, a concept often overlooked in the profession.
In the second half of the episode, we delve into the pressing need for innovation in dental practices. Not just the technical aspect, there's an often ignored realm of lead generation, patient engagement and operational optimization that can propel your practice to new heights. Dr. Shahin softens the intimidation factor around modernizing workflows and systems in such a traditional profession, making it sound not just attainable, but also essential.
What You'll Learn in This Episode:
- The importance of understanding the financial metrics of your dental practice
- How to achieve a minimum net of 30% from your practice
- The connection between financial health and patient care quality
- How to enhance lead generation and patient engagement in your practice
- The essential role of the dentist as a business owner
- The benefits of upgrading your systems and operations
Don’t let the finances of your dental practice intimidate you. Dive into this conversation with Dr. Shahin and start making informed financial decisions for your practice today!
Sponsors:
For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
You can reach out to Dr. Shahin Safarian here:
LinkedIn: https://www.linkedin.com/in/drshahinsafarian/
Facebook: https://www.facebook.com/Drshahinsafarian
Instagram: https://www.instagram.com/drshahinsafarian
Mentions and Links:
Services/Tools:
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Shahin, so talk to us. What's one piece of advice you can give us this Monday morning?
Shahin: Well, first of all, thanks so much for having me. I appreciate the time and the opportunity. this notion we're talking private sector, we're talking practitioners that want to stay in the private sector.
So we're not talking DSOs, we're not talking DPOs, we're not talking multiple practices and. multiple associates and 25 or 30 plus employees in a single small business, in a single dental practice, small business in the private sector. What you need to focus on is you need to focus on your financial numbers.
The health of your business trumps everything else. and the more old school or, or seasoned dentists that, you know, got licensed in the eighties and the nineties, and maybe even a little bit later, Their thought process is that we need to focus on the patients and the patients come first. Well, I tend to say, yes, patients certainly have value when you're working in your business, but when you're working on your business, everything, is trumped by the health of your business.
And that comes from your financial numbers. So If you are a private dentist in the private sector, you want to focus on understanding your financial numbers. And that's really most important because if you have a healthy business, you'll be much better capable and able to take care of your patients in your community at the highest quality possible.
If you're in a stressed environment and you have financial stress in a business. And you have to try to meet payroll. You have to try to pay rent. It becomes a lot more complicated as far as the efficiency and patient experience of what, um, your patient and your community will experience at your practice.
Michael: Okay. So then, break it down for us. What's the health benefit? And what does it healthy look like?
Shahin: Yeah. So, you know, there, there's a lot of notions as far as what you need to net out of a practice. Ideally, you want to net at least 30 percent as a private practitioner or more. ideally you want to get, I mean, even some of the more seasoned dentists that really understand how to efficiently run their business.
they're over 50 percent on their net, from their practice. So if you are in a practice, it's a million dollars. Do you want to be in a situation where you're netting 200, 000 or you're netting 400, 000? That comes a lot from the practical components of how much attention you pay attention to the financial numbers.
So I would say minimum you want to be 30 percent net, um, out of your, uh, business.
Michael: So then what financial numbers should we start paying attention to right now? If we're listening to this and we're thinking, okay, I have a analytic software, we're looking at the numbers. What do we got to pay attention to?
Shahin: Yeah. Look at your expense report. Um, and so there's the practice analysis software that if you've been in business for three to five years, you should incorporate, um, but you also have to look at your bookkeeping and your expense reports and the key number that you want to pay attention to right out of the gate is payroll.
Um, payroll is one thing that's really out of control in most dental practices that we're discussing here today. Okay. So, um, I think that's a really important component of, what you need to pay attention to. First, that's your biggest expense. Then obviously you've got to deal with rent. You've got to have a distinction between fixed expense and variable expense.
Fixed expenses are payroll, are your rent, are your office loans or business loans that you're holding every month that you have to pay out, to every single month. Variable expenses are a little bit more your marketing, your supplies and, and some other, factors that come in, but you have to really pay attention to, to payroll.
I think that's one key component that a lot of doctors are really overlooking. And what ends up happening is complacency comes into play, empathetic. Doctors are paying attention to the, employees that they've had longterm in their practice. And so we have to understand again, financial numbers trump everything else.
The business health trumps everything else. If the numbers don't make sense, it's time for you to make some decisions.
Michael: That's interesting. So then when it comes to the payroll, being out of control. What is out of control? What have you seen?
Shahin: Yeah, so, one key metric that a doctor needs to pay attention to is production per hour.
what their production per hour is dictates a lot about a practice. And you want to target being 600 per hour plus. if you're a private practice owner and you're at 300 an hour, 400 an hour, you're not really running a very efficient business. You want to be a macro producer. And there's a lot of discussion in this, and we don't have enough time to get into all the details, but.
An important metric to pay attention to is when I am clinically in the practice, what is my production per hour? And we notice that if your production per hour is low, payroll is going to go up. And so many times what we recommend is you have to be innovative. In order to create ideas in order to grow your business, or the other option, obviously, is you don't have to be open five days a week in order to hit your production.
If you're producing Um, 400 an hour and you're coming home at, you know, 3, 000 days, five days a week, you can do that in three or three and a half days, you don't need to be open five days a week that automatically reduces your payroll.
Michael: You mentioned being innovative to grow your practice. What have you seen where they're like, wow, that's, that's innovative?
Shahin: Yeah. So there's not much innovation in doctors. Um, and unfortunately the reason is, is because we're not business owners. We're not, we're not built and developed as a business owner or clinician. So many times what we end up doing when we want to learn to be innovative, we go and learn more clinical dentistry.
But the reality is, is to be innovative means. Things like this. How do I build a system or an operation in my business to where I'm able to maximize. lead generation at the top of the funnel. We're talking now sales funnel. How do I maximize lead generation? How do I maximize my ability to engage with the leads?
How do I optimize that engagement to convert into new patients in my practice? And how do I optimize those new patients to say yes to me? And so that system or that operation is basically. Pretty much nonexistent in most private practices. So one of the things that I would highly recommend on the innovation side is you've got to upgrade your business to 2024, which is where we are today.
Still, many practices are lacking the systems. The technology and the software in order to run an efficient operation. And so that's the first thing is really take a look inside your operations and see where you're lacking, where you're not up to date in what standard practices are today.
upgrade, update yourself, and then build these systems and operations in order to maximize the potential lead generation coming in. Cause at the end of the day, one great way you can grow your business is by getting new patients to say yes to you.
Michael: So if we're looking at our operations right now and our systems, how do we know we need to upgrade it?
For example, if we're like, I'm just going to give you an example, right? I'm going to say some names. So we're like using. Solution reach, right? Like old school solution reach and stuff like that. And there's new software coming out and all these things, but as a practice owner, how do I know, you know what I mean?
Like if I'm not even, so,
Shahin: so let me give you a couple of examples. If you're still traditionally, if you still have a traditional phone system and you don't have a VoIP phone system, you're outdated, meaning. When a new patient calls, they're all centralized in one area or one phone line, you're outdated.
So, what you need to do is create yourself a VoIP phone system. That VoIP phone system will allow you an opportunity to separate. So when you call my office, it will say, if you're a new patient, click one, all other callers click two. Well, here's how it starts. If you're a new patient, you click one, you go into a certain funnel in my business.
There's a different person that's a dental concierge that's going to connect with you. That concierge is going to be an individual that is going to be your point of contact through your patient experience at my office. And so now you have a point of contact, we'll name her Jill, who you can go to every single time when you have administrative questions, insurance questions, scheduling questions, what's next.
questions and financial questions. That is your point of contact. Now in more complicated practices, they'll have obviously an insurance coordinator. So there might be some, some, uh, steps or some others that are going to be involved behind Jill that are going to support you. But that's one thing. The other thing is, is we have to have a phone tracking system.
So we need to be able to listen to phone calls, actually listen to phone calls, not have the phone call software and not listen. So you can have the software and not take advantage of it. That becomes an expense. If you have software and you take advantage of the software and its capabilities, that becomes an investment in your practice.
So you listen to the phone, um, You understand why you have a poor engagement in your front. Desk with the lead generations that are coming in. Remember the only responsibility of a marketing firm Is to generate leads for you and nothing else So everything else as soon as they trigger that lead the marketing firm's job is done Now it's your internal team that takes over and this internal team is a team that the doctor is not innovative enough to understand how to manage How to run like a professional organization.
At the end of the day, the owner is a dentist, but first he's an owner of a corporation. That corporation needs to run like a professional team, which means that dentist owner is the vice president and the general manager of the talent. That he has on his team. Well, how do you manage that talent that's on your team?
What ends up happening is that owner dentist opens a dental practice, forgets about the corporation, forgets about the professional environment, and just wants to practice dentistry, doing the type of dentistry that they want to do. So they open a practice to become self employed. They don't open a practice to run a corporation.
So innovative means this mindset that I am first a CEO of my corporation, and second, I'm a dentist practicing within the corporation. That's why we have a W 2 draw for the owner dentist.
Michael: Interesting. Okay. So that's on the
Shahin: top of the funnel, right? And then it trickles down to so many other factors that we can discuss as well, depending on how much time we have.
Michael: No, yeah, that was, that was wonderful. I appreciate it. Awesome. Shaheen, thank you so much. And if anyone has a further questions or concerns, where can they reach out to you?
Shahin: Yeah. Just follow me at Dr. Shaheen Safarian, um, Dr. Shaheen Safarian, um, on Facebook, LinkedIn or Instagram, and then just send me a DM, send me a direct message on one of those channels I'll be happy to connect with you and give you some more guidance on what you need to do next.
Michael: Awesome, Shaheen. Thank you so much for being with me on this Monday morning episode.
Shahin: You got it, buddy.
Interested in making the big leap from associateship to private practice? Tune into this episode as we talk with Dr. Linda Nguyen, a passionate dentist with an inspiring tale of achieving her dreams despite facing adversities. Taken by surprise with challenges at her first glamorous job in downtown Denver, Linda had a reality check on ethical dilemmas that some practices may face. With the discord between promises made to patients and actual care delivered, she embarked on a journey that led her closer to owning the kind of practice she had always dreamed of - a place where patient-centric care is paramount.
Linda’s journey wasn't a smooth ride, but she conquered all odds with her never-give-up attitude and solidified her place in the dental space. She not only shares the authentic, often untold gritty realities of dentistry, but also offers key insights to navigate the startup phase and step up to the role of a private practice owner. Linda's story is a testament to how crucial it is to find your community, a trustworthy financial partner, and a dedicated team for thriving in the competitive world of dentistry.
What You'll Learn in This Episode:
- Why Linda transitioned from dental associateship to owning her own practice
- The challenges Linda faced in her first job and how that shaped her future decisions
- How she approached ethical dilemmas and navigated her way towards the dentistry she wanted to practice
- Thoughts on choosing financial partners and strategically building her team
- The importance of creating a patient-centric experience in a dental practice
- How to balance business and personal values in a saturated market
So don't wait, hit the play button and join us as we walk through Dr. Linda Nguyen's inspiring journey!
Sponsors:
For DSO integrations, startup solutions, and all your dental IT needs, let our sponsors, Darkhorse Tech, help out so you can focus on providing the amazing care that you do. For 1 month of FREE service, visit their link today! https://thedentalmarketer.lpages.co/darkhorse-deal/
Guest: Dr. Linda Nguyen
Practice Name: Sonder Dentistry
Check out Linda's Media:
Website: https://www.sonderdentistry.com/
Instagram: https://www.instagram.com/sonderdentistry/
Other Mentions and Links:
Software/Services:
Products/Brands:
Banks:
People:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Can embracing problems really lead to better decision-making and growth in practices? That's what we're delving into in this episode with our guest, Kiera Dent, from Dental A Team. She's here to offer some unconventional advice to practitioners and stress the importance of facing your challenges head-on. Not only will doing so increase your understanding of key metrics such as overhead, profit margins, payroll, and cash flow, but it also allows you to find innovative ways to reach financial freedom and increase practice success.
But, it's not all just about embracing the numbers. Kiera also discusses the crucial role of team collaboration and effective communication for leveraging this numerical data for growth. By aligning everyone on your team around these figures, you are fostering a shared responsibility and culture that's geared toward success. This episode is filled with insight and practical steps to help one comprehend not only the power of numbers but also the importance of viewing them not as obstacles but as levers for success.
What You'll Learn in This Episode:
- The transformative power of embracing challenges in dental practices.
- Importance of understanding key metrics for making informed decisions.
- Viewing numbers as tools for financial freedom.
- Role of team collaboration in improving the monetary aspect of practices.
- The value of effective communication around numbers and benchmarks.
Don't miss this episode that is filled to the brim with unconventional, yet extremely beneficial advice straight from the experienced Kiera Dent!
Studio 8E8:
Dentistry’s story-driven marketing agency. Traditional marketing repels. Story-first dental marketing attracts.
We bring your story to life in a way that captivates and connects: https://s8e8.com/affiliates/tdm?utm\_source=tdm&utm\_medium=affiliate&wc\_clear=true
You can reach out to Kiera Dent here:
Website: https://www.thedentalateam.com/ (Mention The Dental Marketer for a special offer!)
Dental A Team Podcast: https://www.thedentalateam.com/podcasts/
Mentions and Links:
Tools/Software:
Businesses/Services:
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Kiera. So talk to us. What's one piece of advice you can give us this Monday morning.
Kiera: Oh, Michael, thanks for having me on. Um, so mine is going to be a little controversial and unconventional is to stop hating your problems and learn to love them, which I know feels a little funny to hear.
And I'm going to tie it into numbers for you, but, um, as I was thinking about it, Our body is like when we have pain, like the natural tendency is to pull back from that pain and, and so I, I was thinking about this and I thought like there are things that cause like psychological pain as well.
And those psychological pains are ones to like lean into and our brain is a web of even more nervous cells. And so like our natural tendency is like when there are problems, We want to pull away from it. We want to run away from it. We don't want this to be our problem. But the exact opposite, I believe, is what is needed to actually lean into them, solve them, because problems can create innovation.
And I feel like, again, it's counterintuitive to what we think we should do, but stop hating our problems and truly learn to love them.
Michael: What are some common problems that you see a lot of us, either as humans or as practice owners, tend to hate the most? Where we either ignore it or it bites us back in the butt later on.
Kiera: Yeah. I would say like the number one thing I see with our dentists that we coach are numbers. I think numbers are just one thing. We don't want to look at it. We think that me knowing my numbers, me looking into my numbers, I am a dentist. I am an entrepreneur. I'm a business owner. I don't know numbers. I know dentistry.
And so it's almost like even with my hands, like we're pushing back, we're pushing against that. But leaning into that problem, because so many of our problems actually stem from not knowing our numbers. can I hire this person or can I not? I have a client currently, and she's like, Kiera, I've got all this turnover.
And I'm like, well, one, like, let's look at the pattern. So like leaning into the hiring piece. But if you don't know your numbers, it's very hard to make decisions of, can I afford this person? Can I actually give raises? Uh, what do I need to do in case of a recession? How can I recession proof my business?
What is my true overhead? How do I like, what do I need to set my production goals for looking at all those numbers? I would say is like the number one thing people literally like, it's like a visceral response. Like, no, I don't want to know my numbers. I don't want to look at the PNL. It feels like a totally foreign language.
Which it is and it's scary and it's daunting, but honestly leaning into that and loving the things that possibly cause the initial pain are going to be the ones that give you the most freedom.
Michael: So then going with the numbers side of this, the main numbers we need to be looking at are what?
Because that's a good point you brought out where it's like, I would feel like, man, I'm just so overwhelmed. We need another hygienist or, Oh my God, I don't want to do hygiene. Or we need another assistant, another front office because we feel overwhelmed. Um, but what numbers need to speak?
Kiera: Yeah. So what I love and we actually just created an awesome calculator that I think people can have is number one, like go through and figure out if you don't know what your overhead is.
So overhead is all the costs of running the business, prior to paying our doctors. And like, sometimes if you've got associate doctors that should go up in the top line overhead, but then below that would be how much we're paying you as a doctor. And then below that is how much are our debt services to ultimately get a profit number.
And I like every office to be running at least at a 20 percent profit margin. After paying themselves and after debt services, that would be ideal. Um, but then looking at the overhead, ideally 60 between 50 and 60 percent is a great number. Now, when we look at it, it's also, then you can tie into, all right, what is my payroll payroll right now?
You're in California, Michael. So, uh, 30 percent has been the standards recently, but in some areas it's higher than that. And so if I want to get my overhead down to 50 percent or 60%, Looking at all those different metrics and the numbers and knowing what should my supply cost be? What should my payroll be?
What should my labs be? What should my marketing be? All those different areas and making sure that they're in line. But then really looking at what my true profit is and then making sure I know what my cash flow is, that's going to help you then maneuver throughout to know what exactly do I need to, to change, to adjust and looking at numbers, not as like pain or punishment, or I'm not doing this right, but as levers on a dial of which one can I turn?
It's like a combination lock. If I turn this one just a little bit, or I turn this one just a little bit, I'm going We instantly get more cash flow, less stress, but I'm able to hire more and have a happier team at the same time. So a lot of people had really bad Decembers and I think, well, go look at the numbers.
Why was it a bad December? It was a bad December because we had holiday parties, we had bonuses, we had PTO. Well, if we use those numbers and look to see how much extra was being paid in December, Divide that out amongst 11 months. Now it's a very small amount that we save up through every single month.
We can prepare that into our costs. December won't have to be a hard month for you ever again, but it's looking at those numbers. First of the overhead, the profitability of the practice. And then we move into like the KPI. So what's going to influence the supplies. What's going to influence the payroll was going to influence that and getting your team bought into it.
And I think like, gosh, Michael, I could come on here and talk about anything, right? Like any topic. But I promise you, if I can empower people to not be afraid of the numbers and to say like, all right, it's kind of like, I think air traffic control towers, can you imagine, like, just for three seconds? Like, I cannot imagine hearing the nonsense chaos that that per person's having to like navigate through.
It probably sounds like static in their ears, but like, the more they listen to it, the more they're able to understand, they're able to understand what those pilots need and be able to guide them in safely. Same thing with looking at your numbers. It might feel like static and chaos and overwhelming today, but even just committing to, I'm going to look at my P and L every month.
I'm going to figure out what my overhead is. I'm going to figure out what my cashflow is. Those little, little tiny steps that seem daunting. One step is going to lead you to financial freedom. And that's honestly, we're done. It's like, like, if you want to feel free, confident, and secure, knowing those numbers forward and backward, and then getting your team bond into it, it's going to give you all the freedom that you've ever wanted.
Michael: Do you let the whole team know all the numbers?
Kiera: It depends on the practice, but it depends on the owner. So, uh, in our company, like in the ones I've been a part of in the practices I've owned in the practices, I've been a team member in typically, yes, they do share their numbers. And what I mean by sharing all the numbers, doctors, I don't care what you're paid, I want you to be paid.
a very healthy amount. I tell all of my teams, you want your doctors paid insanely well, because when they're secure, your job is secure. And so, um, I don't think you need to necessarily share like your pay, your cashflow. I think that that can be personal for you, but the top line overhead numbers of our payroll, all those different pieces for sure.
Let them know what the benchmarks are. Teams honestly want to support you. As a team member myself, uh, I was a team member before I became a consultant. Um, I've owned practices. Just know that that team wants to support you and they're not thinking about you like, Oh, they want to buy a boat. It's literally like, tell me the number, let's go for it.
But they need to know what they're guiding towards and what their metric is in order to be able to hit it correctly.
Michael: Gotcha. Okay. That's interesting. So if the numbers don't work when it comes to wanting to hire an employee, where do you think they can start trimming?
Kiera: Yes. So, like I said, first is the overhead.
Second, I like to have a monthly cost spreadsheet for every practice that I work with. This is like annoying, Michael. This is the stuff that's controversial. This is the stuff of like the discipline here will create the freedom in the future. So get your monthly costs of there of everything that you're spending, go back to last month's credit card statement.
Um, go back, put in like I've got this assistant. I pay them 25, 30 an hour or whatever you pay in your area and they work this many hours. I always err on the high end, not the low end. So that way I can see like my quick month at a glance costs. Then from there, if I can't afford, let's say I need to bring on another assistant.
I'm going to go look at the remaining costs below. Am I paying for extra things? Like, do I have subscriptions that maybe I could consolidate? Could I maybe go and work with like synergy of a supply group and get my supplies lower? Are there ways that I could maybe change my labs? Is there, maybe I'm paying for Netflix and we don't need to pay for Netflix.
Do I have like subscriptions on there that maybe are no longer serving us? If so, that's where I would start to But like, again, numbers are levers. So either we increase the production. Are we decrease the cost and I'm always pro of like, let's cut the costs that are unnecessary, but also can we look at our schedule and can we find out within our schedule?
Are we like, what is our dollar per hour? Are we using block scheduling instead of just letting patients go wherever we want? Are we making an ideal schedule and having our patients schedule there? Like those little things. can make your hourly be so much more productive with ease and you're doing nothing else other than just scheduling the patients in a more effective block.
So before I go cut teams or I cut anything else like that, let's look at your schedule too. And could we make your schedule a bit more productive? So that way your time there is better utilized. And then we can hire that team member. And also just knowing the number, break it down. A lot of times we break it down into like, Oh, I need to make this per month, break it down into.
Per month, per week, per day, per hour. And then again, build that block schedule. It's really fun. You can get into Excel. Like this is where you get into the nitty gritty. And I love to do this for offices, but I found for offices, when you like get even into that schedule, before you go cutting costs, I've been able to add usually between 30 and 50, 000, like minimum.
I've even had upwards of a hundred K per month added to a schedule. And they're working no more hours. We're not having to do extra treatment. It's using the treatment we have, having better blocks and then teaching your team how to be like, Oh my gosh, Dr. Michael's incredible. They do their crowns at eight o'clock or 10 o'clock, which time works best for you.
So I'm guiding the patient into a perfect schedule. I'm not going to go cut costs. But then after that, like, From there, then we go and figure it out, but I would rather see could I be more productive with my scheduling before I'm having to cut other people to be able to hire. And then also sometimes you might have to make a, all right, I'm going to do a hope, a wish, and a prayer.
I know this person is going to bring in revenue over the next three months. Can I sustain that extra cost for three months? And if so, that was a good investment. And I've even hired people and been like, look, I can't afford you today, but I know you're going to be able to bring in the income. I need to be able to afford you.
I've got three months and you're going to prove your worth. And this is where we are. And it's a hope it's a wish, but if they know, and you know. I've never been burned in that situation. Maybe someone has, but uh, being upfront and honest, they usually will prove their worth really quickly and pay for themselves.
And that's usually like a TC, an OM, a hygienist, a producer. Usually there are costs I'm willing to run maybe a little high on for three months because they'll, they'll pay for themselves within that three month period.
Michael: Interesting. You tell them that you're like, Hey, I can't afford you, but I'm going to hire you.
Kiera: I have Michael I just think I have the honest combo because I want to be up front with them of like today I know I need you. I can't necessarily afford you but i'm also so confident that You're going to bring in the revenue to my practice to be able to afford you. Like they're a producer, right? A hygienist is a producer, a doctor is a producer, a treatment coordinator, they're not technically a producer, but they can close cases to put money on the books.
They're going to actually pay for themselves. And like, yeah, I hired a treatment coordinator in my first practice and I was like, I can still see her. And I said, honest to goodness, I. you are out of the budget of what I was planning, but I'm so confident you're going to be able to make up your salary in our monthly revenue.
I got three months of a runway. And if not, like, I honestly, I'm going to have to part ways with you. And she was so like, she has a TC and she's like, Oh girl, I'm going to put this money on your books. Like you will, you will pay for me like 10 times. And she did, she was an incredible, incredible hire, but, um, sometimes you gotta just take the risk to knowing that you're hiring who you can't afford today.
But who's going to put money on your books? Be careful though, you don't want to get into hot water, but producers, I'll take a risk and I'll run on them, knowing that they'll bring revenue to my practice.
Michael: What does hot water look like?
Kiera: Hot water is when you're not paying yourself and you're taking out like, second mortgages on your house.
Um, I've had some doctors where they're like, like, it's just like, we're just going to keep pumping money into the machine versus saying like, all right, what things do we need to cut at this point? We do need to cut costs. And maybe that is cutting. I never liked to cut team members. They're my last one. A lot of consultants are the opposite and they come and just slash.
I just feel like teams are valuable and I see them as assets, not liabilities of a practice. And so hot water is you're not paying yourself. We're taking out more loans. And there is, there's a fine line of having the hustle versus the like, completely engulfs you to where you can't come back from it.
And so that's going to be your hot water. I don't like to run less than like a 5 percent profit. Now, if you're a startup practice, you're going to be negative for a few months, but you've got your working capital, hire the people that are going to produce for you. Be strategic on my startups. I'm always like, have the hygiene patients come in. But if they need dentistry, do that first and then schedule them back on Friday and hire a temp hygienist on just Fridays. That way, when you're here, you're doing more production instead of just doing the hygiene, scooch that out to Friday, fill a full Friday schedule.
You are always able to produce. That's how you build up a schedule. So always also be working at the top of your, your license is a good way to look at it as well.
Michael: Interesting. Okay. Awesome. Kiera. Thank you so much for being with us. But before we say goodbye, can you tell our listeners where they can find you?
Kiera: Absolutely. If you want help with this, if you want help to get your numbers, I love to do this. And this is why we built the dental a team. It's consulting, and we have virtual and in person. We have lots of different things. It's a ton of fun. So head on over to the dental team. com. You can also listen to our podcast, the dental team podcast.
And if you ever are curious about consulting every Friday at 8 30 AM Pacific. 1130 a. m. Eastern. You can come pop on. We have a 15 minute, like learn about consulting, see if it's a good fit for you. No stress. You can just come learn, but I'd love to help anyone out. Thedennallyteam. com. And if you tell us that you came from this podcast, we actually have, um, preferred pricing for all the listeners here.
So definitely mention it. We want to take care of you guys. Go have an incredible day. Thanks, Michael. It was a good time.
Michael: Awesome. So guys go check out the preferred pricing in the show notes below and reach out to Kiera too, with the links in the show notes below. And Kiera, thank you so much for being with us.
It's been a pleasure. And we'll hear from you soon.
Kiera: Thanks. See ya.
Are you a budding dental professional wanting to venture into an independent practice? Well, this episode has everything you need to get started. Dr. Rebecca Bradley, who made the brave leap from a high-paced chain to starting her own dental clinic, hands out the roadmap to this transition in our conversation today. Rebecca's journey throws light not just on the operational and financial complexities involved, but also the personal endeavor that went into establishing her unique place in the world of dental care.
In the midst of operational factors and strategic marketing efforts, Rebecca's firm belief in personalized patient care emerges powerfully. Rebecca's unwavering dedication, despite grappling with the daunting task of leaving a stable job and young kids at home, reflects a candid and inspiring narrative. If you're dreaming about creating a practice that truly marries your professional aspirations with a deep Impact on people's lives, this episode with Rebecca Bradley might just be the push you need.
What You'll Learn in This Episode:
- The steps to transition from an employed dental professional to a private dental clinic owner
- How strategic marketing and community engagement helps in establishing a dental practice
- The importance of social media and local partnerships in attracting patients
- The financial considerations while operating a startup
- The role of personal vision and a patient-centric approach in creating a successful practice
Don't wait any longer to kickstart your dream dental practice. Tune in to this episode now.
Sponsors:
For DSO integrations, startup solutions, and all your dental IT needs, let our sponsors, Darkhorse Tech, help out so you can focus on providing the amazing care that you do. For 1 month of FREE service, visit their link today! https://thedentalmarketer.lpages.co/darkhorse-deal/
Guest: Dr. Rebecca Bradley
Practice Name: QC South Dentistry
Check out Rebecca's Media:
Website: https://qcsouthdentistry.com/
Email: smile@qcsouthdentistry.com
Instagram: https://www.instagram.com/qcsouthdentistry/
Other Mentions and Links:
Places/Establishments:
Insurance Companies:
Products/Brands:
Organizations:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
What happens when you need to cut ties with your current IT company? This week's episode delves into that critical, but often overlooked aspect of business - offboarding from an IT company. Our returning guest, Reuben Kamp, shares unique insights on the importance of maintaining clear ownership of your data and domain names. He explains how things can get messy when organizations fail to plan for IT offboarding properly, and how non-compliance, especially with HIPAA regulations, can lead to colossal pitfalls, and ultimately, hefty penalties.
In this episode, Reuben rallies in-depth on the potential security risks during transitions, intricate details on termination clauses and contract renewals, and how mergers impact service continuity. He sheds light on the need for professionalism at every step during IT transitions and serves up some strategic advice on ensuring smooth transitions. The episode concludes on a high note, emphasizing trust maintenance with IT firms, and highlighting the critical need for integrated cybersecurity measures in practices.
What You'll Learn in This Episode:
- The vital importance of data and domain name ownerships
- The repercussions of not following HIPAA regulations
- The potential security risks during IT offboarding
- How to deal with termination clauses and contract renewals
- The effect of mergers on service continuity
- The necessity of cybersecurity in dental practices
Curious yet? Dive right into this week's episode to make sure your offboarding process is smooth and secure!
For DSO integrations, startup solutions, and all your dental IT needs, let our sponsors, Darkhorse Tech, help out so you can focus on providing the amazing care that you do. For 1 month of FREE service, visit their link today! https://thedentalmarketer.lpages.co/darkhorse-deal/
You can reach out to Reuben Kamp here:
Website: https://www.darkhorsetech.com/
Email: admin@darkhorsetech.com
Phone: 800-868-4504
Facebook: https://www.facebook.com/DarkhorseTech
Mentions and Links:
Businesses/Services:
Organizations:
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Reuben. So talk to us. What's one piece of advice you can give us this Monday morning.
Reuben: We're going to talk about off boardings today, right? It is, uh, something that doesn't come up until, well, you need to find a new it company. And I know there's a lot of anxiety around, my it guy, he's got access to everything.
What's going to happen when I sent him the email saying like, ah, I don't want, sorry, man, I'm going in a different direction. today I thought it would be really useful to just, you know, hear from someone you know, like me, who's been in dental it now for 17, 18 years. Uh, I've been running Dark Horse Tech, you know, it for Dentist now for, 12 is uh, today is actually our 12th anniversary.
It's crazy. Oh, happy anniversary,
Michael: man,
Reuben: and thank you man. Yeah, I think it's just one of those things that like no one really talks about and I'd like to kind of demystify the whole process.
Michael: Interesting. Okay, so then what can we expect or what should we expect if somebody's transitioning or offboarding from an IT company?
Reuben: The most important thing to keep in mind is it's all your stuff. Right. No matter how they word the response to you, no matter what they say, just always have in your mind, I own the server. I own my email address. I own my domain name. I'm just bringing up some things that usually are a part of transitioning from an it company, right?
Maybe they have your domain name, right? Which is like, you know, dark horse tech, the dental marketer. com. Let's say they have that stored. You need to get that back. So, number one. You own it all, right? So you get to make the decisions. Now, compliance environment of dental, we all know, HIPAA, right?
That also has to be kept in mind. So let's assume in this example, Michael, that it's a, it's an it company that does care about HIPAA, right? Because if they don't, it's going to be a rough go of it. so we have to know, let's talk about liability, right? If you say, Hey, you know, Acme dental it, I'm sorry, we don't need your services any longer.
you can't have two I. T. Companies in the system at the same time. there's HIPAA compliance obligations there. There's also just personally as a business owner. If something happened during that, let's let's call it a 30 day transition period. The I. T. Comes here and point their fingers at each other and you're going to be left in the lurch.
What can happen
Michael: in those 30 days though, like that's, that you've seen?
Reuben: So, you know, when you're switching companies, you're, you know, maybe they're, they're removing software that could be the removing security software, leaving those computers vulnerable. So in the time it takes for the software to be removed and the new IT company to install it, that's an area, where you can have security issues.
But same thing with backups, right? Let's say it company stopped performing backups when you sent the email and a, you know, dark horse is ready to take over 30 days from now, but something happens in that time. Now you don't have backups. Right. So it's, it's really important to sketch out, um, responsibilities.
Now we have a, you know, work for over a thousands, 1077 dental practices. So my process is pretty locked in, but you have to direct the it company on what they need to do, right. Per their, their agreement, you sign an agreement with them. They need to uphold it through the end of. The term that you're paying them.
So you have to say, we expect that backups are going to be performed and services through X date. And if you don't do that, then they can really just pull their software whenever they want. So number one thing is at that moment, when you're, you're like, yes, I want to move forward with this other it company, I'm kicking the incumbent out.
It's a really great time to think about, minimizing the gap between security products being installed and removed, that's the window for the hackers to get into your system and, and wreak havoc.
Michael: if it ever goes longer than 30 days, what's the reasons for that?
Reuben: they could have a 60 day termination clause, uh, if it goes even longer than that, you know, we've had scenarios where clients are ready to sign up and then they go and they read their contract with whatever I, you know, we're all month to month, so this is not something that happens in our world.
But, uh, you know, I. T. Sometimes there's 135 year contracts. I don't think I've ever really see seen anything longer than five. You know, but you're like, you're motivated to switch and then you forgot that you signed a contract. And then, you know, the guys are usually pretty sneaky about it. And it auto renews, right?
So it's like, Oh, Oh, it's up in a month. Oh, nope. It auto renewed another year. You have to wait another year or two. So, that's something also, you know, before you, uh, start interviewing it companies, just make sure that you're not locked into some longterm commitment. but that kind of, you Segways us into what if the company is not providing services, right?
Let's say. Brought me into the office. I'm like, wow, your backups haven't ran for three months, And you're in a year long contract with that. That is your way out of it, right? So they breached their contract. That is a way you can terminate early. Um, if they're not living up to that, some, some companies have response time metrics.
That's another way out. some companies, uh, there's a lot of merger and acquisition activity. Just like in, in dental and the DSO space, it is the same way. I'm kind of unique in that, like, I own 100 percent of the company and I have no plans on selling it and we're a hundred percent, we have no debt and like, we're all, you know, this is a private company.
but you might be in a situation where, uh, you signed a contract with a company, but they sold to another firm. And that company you signed on with no longer exists. So you don't have. There's nothing to hold you to because that company doesn't exist any longer. So there, you know, me and Michael, I can get creative.
You know, if you're really unhappy with your IT company, I'm sure, feel free to reach out, even if you're not going with us, I'm probably, I'm sure I can probably help you out.
Michael: What have been the biggest headaches that you've experienced and you've seen? When it comes to this op boarding,
Reuben: it's professionalism is the number one thing, right?
You have all ranges of, characters in this space. You have the 18 year old IT guy, you have the 70 year old IT guy, right? The one man show. Then you have, like, Henry Schein. And then you have everything in between. So, you know, I think the most, Hectic thing is when they take it personally, You know, you submit that cancellation letter and they either, it's usually that they, not that they don't reply, but they be, they kind of shut down and get mad and are not very helpful in the transition.
Right. So been through just about every single kind of transition. I've been through the one where the it guy passed away. So we have no passwords. And we just have to figure it out. you know, on another episode, we talked about hackers. Well, there's the black hat, the bad guys, and there's the white hat.
Sometimes you got to put on the white hat, you know. Put on the white hat and get into the system so the client can use it. Um, yeah.
Michael: Interesting.
Reuben: You know, we got, it guys that, uh, left the industry and just like, I don't care. I'm not responding anymore. just about every scenario you know, exists out there, but how it should happen, dear Acme Dental, it, thank you for your years of service.
we're making a decision to go in another direction. Attached, uh, to this email is our new IT company. I authorize them to have all of our passwords. We call them run books in this industry, but like all of the information on our account, uh, please initiate this transition in the next 30 days. Sincerely, Dr.
Arias.
Michael: Yeah. Gotcha. Okay. Interesting. So that's how it should go. It should be smooth, easy transition.
Reuben: the doctor, that's your job. That's it. You've done, you've completed it. You've sent the message and now it company talks to it company, things happen, and now you have a new it company, that's how it should go in a normal realm is your responsibility is crafting and sending that message and then the two professional organizations should.
Do
Michael: you charge for off boarding like extra? Like if we were to be with an IT company and then, you know what I mean? Like I want to go with Dark Horse, but I haven't even reached out to my current IT company because my contract is going to end in like in a month.
Reuben: no, I mean, we don't charge for off boarding, right?
If a client were to say, Hey, I sold my practice. I don't need your services anymore. We're going with this, you know, DSO as internal IT. We don't have any, I guess the, what the example would be almost like a chart. Transfer fee, like a patient of this doctor wants to go to another practice. You're like, ah, 10 bucks to get your chart over there.
it seems as silly as that to charge somebody. And like, you know, I do care about my reputation. so it's like, what is the right thing to do is to just be as professional as possible, during that transition.
Michael: Okay. Gotcha. And then how can we tell. IT company doesn't care about HIPAA during their offboarding period.
Reuben: Well, I mean, if they stop their services, right, they have, incredible to think about when you give a quote to a dental office, HIPAA is involved in that. What I mean by that is, you've, let's say I go into an office, identify that a backup is not running. The office went out, contacted me. And got a quote for that service.
I'm covered. Right. Cause I went in, I did my job. I gave, uh, the office the quote to fix the problem, uh, the compliance hold that they were facing. But in the same token, you're canceling with this company, but they still need to be providing services to the end of the term. for them to say, we have you covered, you're secure, you're HIPAA compliant, we're And if they pull that early, that's a problem.
Sometimes it's really hard to know if they do that, right. Cause the software is just like, you know, we look, if we're using a windows computer, our times in the bottom, right. And next that's called the system tray icon. That's kind of where all the little shortcuts live for these, these software programs, if it just, one of those little icons disappears because they deactivated it, you have no idea.
So it's really important, though, uh, to make sure that two I. T. Companies they're not in the system at the same time, right? You might want to maybe you hate this I. T. Company so much. You want to get him out of there as soon as possible. The right way to do that is for the new I. T. Company to come on site and remove all of that I.
T. Company software and then let that I. T. Company No. Yeah, we're gonna pay you to the end of the term, but you're no longer responsible for protecting us. So that's like the, you got some bile in the back of your throat, just thinking about your it company and you just need to get them out of there.
That's probably the way to do it.
Michael: If the it company, the one that you're just like, Oh, I hate them fights back or not fights back, but says like, sorry, we can't, is there a reason for them to do that or no?
Reuben: It's usually about term. right. They have a contract term. We can't do that because. You're in a contract with a client for a year.
You could say, I don't care. I'm going to pay you for the year, but I'm still using this other company. you could still remove their software. any other way they could say now, well, if you hired one of their employees, and they had a clause in their contract that non solicitation clause that might not make them very happy.
that usually happens, uh, only at the DSO level, right? Who's going to steal an internal it guide.
Michael: Oh, I get you. Right. You said, Oh, and we love
Reuben: that technician. We're going to start our own internal it, and we're going to take that guy with us. That happens. Yeah, it does. That's bad business. That is bad business.
Uh, please don't do the only other reason they could say no is just, again, we went to the emotional component earlier about being, uh, upset, having an emotional reaction to a client's business decision. And they're just saying no because they're just trying to be obstructionist, right? Yeah, just trying to that's their way.
They don't have any other tools to fight back besides just being like, No, I'm not going to help you with this.
Michael: Yeah. Okay. Interesting. Awesome. Reuben, I appreciate your time and giving us more insight on offboarding. Now, you mentioned that you guys do this, for free. Well, obviously there's no charge, right?
Or anything like that, especially if they want to transition from their IT company to you. Any other advice you want to give us on this?
Reuben: you're working with your it company right now, I know we're in this, like, it seems like the era of the big hack, right? If you're happy with your service to your it company, that's awesome. You're in a great position. You should try to keep them, you want a dental office to be happy with their it company, but you also want to subscribe to the trust, but verify, right?
They're providing great service, but are they providing the necessary products in your dental office to keep you HIPAA compliant and away from fines in the news and breaches and having to give all your patients, credit monitoring for two years. I mean, take your patient count times nine times two.
some of you might not like that number. So if you can pair those two things together, great service and a company that cares about this dental market, cybersecurity, HIPAA compliance, then you're in an awesome position.
Michael: Wonderful, man. Awesome. Reuben. I appreciate your time. And if anyone has further questions, where can they find you?
Reuben: I'm all over. You can find me on Facebook. I'm always in the, in and out of all those groups. Everyone else's, uh, admin at dark horse tech. com is my direct email. Dark horse tech. com is our website. Of course. Uh, no, I appreciate you bringing me on Michael.
Michael: No, yeah. And that's going to be in the show notes below, along with, if you go on the first link in the show notes below, you're going to see an exclusive deal that dark horse tech as for you.
So make sure you go check that out. And Reuben, thank you so much for being with me on this Monday morning episode.
How do you successfully navigate the balance between starting a new career AND a new family? You'll want to tune in to this enlightening episode featuring Dr. Meagan Scarborough for the answer! Journey with her as she shares her gripping tale of beginning her dental career with a four-week-old baby in tow. Meagan paints a vivid picture of the challenges and triumphs she encountered while running her dental practice and managing the high demands of being a freshly minted professional and a new mom. Going from Texas to Tennessee, she takes us into her journey of innovation and adaptability, opening up about the unique approaches she has introduced to her practices.
But that's not all. Meagan takes us deeper into the world of dentistry with her candid discussion on the role of hygienists, the importance of good team dynamics in a practice, and the fine line between offering quantity and maintaining quality service. She brings in a completely novel approach to her practice, drawing inspiration from the service model of Chick-fil-A. She expands on how focusing on exceptional service and comprehensive patient care brings both success to her practice and satisfaction to her patients. All these in line with her core belief that treating people well remains the key to success, whether in dentistry or life.
What You'll Learn in This Episode:
- How to balance a starting career with motherhood.
- Insider knowledge about running a successful practice.
- The importance of team dynamics and partnership in the dental field.
- The role of hygienists and how they impact your practice.
- How you can adopt the Chick-fil-A model of service in your practice.
Listen to this episode and discover the revolutionary ways to improve services and patient experience in the dental industry!
Sponsors:
For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
Guest: Dr. Meagan Scarborough
Practice Name: Steiner Dental
Check out Meagan's Media:
Website: https://www.steinerdental.com/
Instagram: https://www.instagram.com/arenovatedpurpose
Other Mentions and Links:
Books/Publications:
Places/Establishments:
TV/Movies:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Have you stopped and asked yourself lately, "who am I becoming?" In this insightful podcast episode, our guest Rubi Rodriguez shares a profound piece of advice derived from Jim Rohn’s, "The Art of Exceptional Living"—emphasizing personal growth over fleeting material gains. Engage in a riveting discussion with Rubi as she illustrates how focusing on personal evolution has not only helped her overcome entrepreneurial impediments but also modeled her into an astute leader and manager in the cutthroat startup arena.
As she recounts her exciting journey at a nascent dental supply company, Rubi underscores the vital role of introspective growth while navigating hurdles—be it guaranteeing competitive pricing or ensuring timely deliveries. She charmingly elucidates how being mindful of her development amid high-stakes situations further refines her decision-making skills and leadership style. From discussing the operations of a budding dental supply firm to diving into the intricacies of "best price" versus "lowest price," you'll find this conversation packed with practical insights and actionable advice.
What You'll Learn in This Episode:
- Practical tips on navigating business challenges through focusing on personal growth
- Understanding the difference between the "best price" and the "lowest price" in a competitive market
- Ways technology can be utilized to enhance pricing strategies and service improvements
- How focusing on personal growth can lead to better team management, technology integration, and financial decision-making
- The significance of continual learning and adaptability in becoming a great leader in any industry
Stay tuned, hit play, and learn how focusing on who you are becoming can lead to transformative success in your business and beyond!
Sponsors:
For high quality AND affordable dental supply options, visit The Dentists Supply Company(TDSC) website today! Our listeners get a special deal - 25% off on orders over $500 - Just type in the special code: TDM25 at checkout for your exclusive offer. AND if you're a member of your state's Dental Association, you may be eligible for additional savings upon providing your ADA number. Click or copy and paste the link here to save today! https://www.tdsc.com/
You can reach out to Rubi Rodriguez here:
Website: https://www.tdsc.com/
Email: rubi.rodriguez@tdsc.com
Mentions and Links:
Books/Publications:
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Rubi. So talk to us. What's one piece of advice you can give us this Monday morning?
Rubi: Hi, Michael. Yeah, of course. Um, you know, thinking a piece of advice that I, I remind myself constantly when I feel overwhelmed or I feel like I'm being extremely challenged by something I'm going through.
And it's from a book I read called the art of exceptional living from Jim Rohn. And the quote goes like, this is the greatest value in life is not what you get. It's who you become. And for me that's so important. And something to keep in mind as a leader and a people manager and, and being part of a startup business.
as I am, as I, as I'm part of, sometimes we go through things that seem very challenging in the moment, and I'm sharing this advice because this quote makes me. Put things into perspective in the sense of I try to not think about what is this challenge? Giving me right in the sense of like, this is causing me a lot of trouble to do or this is like a painful learning curve.
I'm going through. I try to think who am I becoming? Am I becoming a better person? Am I becoming a better leader? And when you put things into that perspective, it makes things seem better and it makes you be able to feel a bit of more comfort in the sense of this is an obstacle or something that I have to go through to become a better person or to become a better practice owner to become a better general manager.
And that's the piece of advice that. You know, I wanted to share with everybody today and not only share it with you, but also remind myself, right, of how important that is, at least in my life and, and my philosophy in leading and managing people and myself.
Michael: When do you find yourself? Reminding yourself of this more often.
Rubi: I find myself from, you know, we, I go through challenges, right. From a work perspective, I'm part of a business, um, that is considered a startup or scale up business. I work at the dentist supply company and we have a mission of serving solo practitioners, dental practitioners. And we go through challenges that, you know, are we ensuring the right price and are we delivering on time for customers?
And in some cases we aren't, and there's things on my control and there's things that are not on my control. And some of these challenges seem pretty overwhelming. And I find myself reminding. Myself of that quote, when I go through those challenges, right, I put myself in the shoes of who am I becoming and who am I serving to be able to feel more at ease with going through that process.
That can feel very uncomfortable while you're going through it, but when you come, you know, when you surpass it or when that period is over, then just thinking of who have you become after it, it makes you kind of reflect on how it was worthwhile going through that challenging time.
Michael: Hmm. So what are some of the most common challenges you've seen when it comes to supplies and with the clients you work with?
Rubi: Yes. Um, so one of the most common challenges is always ensuring we have the right price for customers. That's something that we promise to do. That's something that we take very seriously in doing, and we are an eCommerce business and. every day prices change online, right? So how do we ensure that we have that best price?
And we've recently implemented technology to be able to understand prices across the board and the internet with, you know, other e commerce players. And, that's a challenge that. We've had to go through, like, how do we make the best of this tool? How do we deliver to our customers on this in a way that's scalable?
And we're growing through that, that program to ensure that we do provide that best price. Um, but it's, it's one of the things that, you know, that's been a work in progress, that it, it takes time and you have to remind yourself that although you want to, you know, get to the finish line tomorrow, it's not, you know, it's, it's a process and ensuring that.
You consistently review having a competitive price that you can deliver to your customers is an everyday thing.
Michael: I like that. So then to you, what's the difference between in supplies when it comes to supplies and a practice is ordering it. Looking for the best price and the lowest price. What's the difference between best price and lowest price?
Rubi: Totally. That's a great question. So the best price, I think it's a combination from my perspective on the lowest price, the best delivery. Level, right? Getting it next day or, or in two business days based on your needs and ensuring that the product is in stock.
I think those three elements in the e commerce environment and for dental practices, needing supplies is what should compose the best price because potentially it may not be the lowest, but it could be close enough. And you can ensure that you get the product next day or the day after. And. You also ensure that you know, the item is in top in stock, which helps with of course that delivery that delivery time.
Um, so I would say a combination of those three things are what defines the best price
Michael: Interesting. Okay. So then what has the dental supply company had to go through in order to become what they are? Uh, especially when it came to like struggles Coming up.
Rubi: Yeah. So I would say the dentist supply company.
We've gone through through that process of one ensuring that our inventory that is available to customers is accurately shown on the site. So we do have a vast Inventory a portfolio of products that are in stock and that ship next day. And one of the biggest obstacles is ensuring that, you know, that stock status is consistently updating and that customers can find those items that are in stock.
and we have thousands of them. Although, you know, again, just ensuring that that is kept really much up to date, which is refreshed, um, consistently, um, multiple times a day. Is, you know, that's, that's what we do. Um, additionally, service level. So, you know, we're part of a larger organization called shine.
We have access to some of the best delivery times that you have in the industry, we deliver next day in 24 hours. If your order is placed before 5 PM you know, on a business day and we deliver next day or the day after, um, you know, depending on where you are located in the country. contiguous United States.
so I would say those things are, are part of what we do to ensure that we can have items in stock and then also, ensure that, that our delivery times are, best in class.
Michael: That's awesome. So then I know a lot of people talk about price matching too. Does that play a role by any chance or no?
Rubi: Yeah, I think that that comes back to what I was speaking to. Right. Like, how do we, we have tools in place to ensure that we're looking at, you know, a competitor prices. Now, you know, you always have to take a balance of things of going back to the best price. And it relates back again to not only having the lowest price and matching a competitor, but also, you know, some different players have different right.
benefits, right, that they bring to the customer and, and the price should be a reflection of that, right? Of the value that you're getting, not necessarily just, the actual cost of what you're getting.
Michael: Okay. So then going back to the quote, Rubi, and I'm sure you work with, do you speak a daily on the phone with a lot of practice owners?
Rubi: do not, but my team does.
Michael: Okay. Okay. So your team speaks daily on the phone with a lot of practice owners from what they've noticed and what you've noticed. How can a practice owner implement this quote inside their practice? Meaning what struggles are they going through that you feel like if you just keep going a little bit longer, going to mold you compared to.
You know what I mean? Giving up. And then, uh, this is what I thought I was going to get, but it's about who you're becoming.
Rubi: so I can think about it. Um, let's say in, three ways, three aspects, right. For a practice owner. One of the things that a practice owner. You know, practice owner wears so many hats, so it can apply on many, things.
I think one on people, right. We rely on people and on our team to deliver the best service levels that patients want. so as we think about applying that. working with people comes with its challenges, right? We have emotions, we have different styles of wanting to communicate, and we have different needs, right?
We're humans, we have families. So, you know, working with people is sometimes one of the most challenging things a business owner and potentially a practice owner goes through. And keeping in mind, just addressing situations with. With your team with that mindset of who am I becoming here?
Am I becoming a better leader, a better manager for my team while going through this difficult situation with an employee? You know, maybe we had a situation amongst employees that we need to resolve or, a situation between an employee and a patient, So that's one hat or one place that I can see, you know, practice when we're applying this type of.
Quote or this type of advice. The second one is on managing technology, right? Technology is moving at such a fast pace, not only from a practice marketing side, right? With how patients want to communicated to with a text. And, you know, and I am sure you speak to this to your audience, right? With the dental marketer, like all the technology that goes today marketing and communicating with patients in a practice.
seem pretty overwhelming. So just thinking about who you're becoming and who your practice is becoming by going through the learning curve of implementing new technology, to address patients. And then there's the clinical side, right? Of all the technology that is coming out for practices to implement with the digital workflow, et cetera.
So, know, I think they are thinking. Again, on who you're becoming and who your practice is becoming is so important because, again, it can seem overwhelming, and I think, the third aspect is managing the financials, right, that overhead, we're talking about supplies, just thinking about, You know, how do you balance having the right supplier or a right mix of suppliers so that you don't, you never run out but then you balance the inventory, right, the cost that you have on your shelf so you know it's another fine balance of how do you, how do you ensure that you learn enough and that you.
price shopping off or evaluate the value that the different suppliers are bringing to your practice, you know, again, can seem like overwhelming and, I think it's thinking about who you're becoming. Are you becoming a better financial manager? Are you becoming a better business manager and leader by thinking about those things that could seem pretty challenging and overwhelming when you're going through it?
Michael: Wonderful, Rubi. Thank you so much. I appreciate your time. And if anyone has further questions, where can they reach out to you directly?
Rubi: Absolutely. They can reach out to me at Rubi. R U B I dot Rodriguez R O D R I G U E Z at T D S C. I'm happy to answer any questions or even chat about about this or other things.
I also want to mention, Michael, that we have a special offer for your audience. we have a 25 percent off all orders over 500 on TDSC. Again, the dentist's office. Supply company. You can find us at tdsc. com. We sell dental supplies and small equipment to Uh small practices and we provide additional savings for members of state dental association So if you provide your ada number, you can also enjoy additional savings from our everyday prices So Thank you for the opportunity.
The code for that offer is TDM 25. and I look forward to, uh, to chatting with you in the future, Michael.
Michael: Thank you for having me. So remember that is TDM 25. If you want to receive that amazing offer and Rubi, thank you so much for being with us on this Monday morning episode. My
Rubi: pleasure.
Do you get hung up on the "right way" to do something in your practice? Well, today I'm speaking with, Dr. LaRee Johnson, as she shares her journey of establishing a thriving dental practice from scratch, and how her flexible and resilient attitude made all the difference in her career fulfillment. She uncover how her Southern California origins influenced her professional growth, leading her to create a dental wellness oasis in sunny North Carolina.
Striking a balance between work-life and home isn't as straightforward as it seems. Especially when you are a dental practitioner like LaRee, who, despite initially believing that her own practice would afford her more family time, quickly realized the reality was far different. Today we're gathering lessons from her experiences of juggling various responsibilities and managing multiple office locations. Get inspired by LaRee's commitment to quality care, the significance she places on effective communication, and the ways she prioritizes continuing education and community involvement.
What You'll Learn In This Episode:
- How to start a dental practice from the ground up
- Why to never say "always" and keep an open mind
- The challenges involved in balancing work and family life
- The importance of effective communication in the dental profession
- How to manage multiple office locations successfully
- The significance of continuing education and community involvement
Don't miss the opportunity to learn from Dr. LaRee's journey. Tune in to this episode and discover the blueprint for establishing and managing a successful dental practice.
Guest: Dr. LaRee Johnson
Practice Name: Carolina Pediatric Dentistry
Check out LaRee's Media:
Website: https://www.carolinapedo.com/
Email: drlaree@gmail.com
Phone: 919-247-8706
Other Mentions and Links:
Software/Tools:
Brands/Products:
Insurance Companies:
Books/Publications:
Places/Establishments:
- Raleigh Children's Surgery Center
- UNC at Chapel Hill
- Research Triangle Park
- Kellogg School of Management Programs
Organizations:
People:
Events:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
What role does fitness, nutrition, and sleep play in shaping your productivity and mental clarity? Dive into this fascinating episode where the astute, Dr. Uche Odiatu, unravels the myth that excessive exercise yields better health outcomes, and underscores the value of simple physical activity for boosting productivity and brightening mental clarity. Prepare to have your presumptions shattered as you learn how sunlight, your sleep cycle, and even the food you consume can profoundly impact not only your physical health, but your mental fortitude as well.
In the whirlwind life of the 21st century, Dr. Uche shares his wisdom on the importance of balance - be it physical activity, diet, or sleep. We'll learn how nutrition recommendations can fluctuate, depending on individual health outcomes. The conversation culminates into practical guidance and easy-to-adopt habits for morning light exposure, bite-sized exercises, and sleep hygiene, changing how you perceive and manage your health, one small step at a time.
What You'll Learn in This Episode:
- The myths and misconceptions about exercise and fitness.
- The importance of balance in exercise routines.
- The impact of sleep and circadian rhythms on your health.
- How exposure to natural light can improve your health.
- The role of nutrition in your overall health and individual responses to food.
- How to implement positive changes—morning light exposure, bite-sized exercises, nighttime sleep hygiene — into your everyday life.
Listen now to gather these golden nuggets of information that can transform your perception about health and wellness, and help you foster a far healthier and content life while on the go.
Created by dentists for dentists: For practice management software that seamlessly integrates patient engagement, clinical charting, and practice growth without compromise, check out our sponsor, Oryx. As a listener of this podcast, schedule a free demo today with Oryx! Visit their link here: https://thedentalmarketer.lpages.co/oryx/
You can reach out to Dr. Uche Odiatu here:
Website: http://www.druche.com/
Instagram: https://www.instagram.com/fitspeakers/
Mentions and Links:
People/Public Figures:
Books/Publications:
Products/Brands:
Places:
Terms:
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: alright, Uche, talk to us. What's one piece of advice you can give us this Monday morning?
Uche: Well, it was all a concept of, I really see the myth of fitness, the myth of exercise, the myth of taking care of yourself. Most people think of it as something as when you reach a rock bottom, right?
You're 45, someone had a heart attack or you're 15. You've had some bad news about your GI tract and you need a PPI. Few people think of fitness as something else other than just to look good for high school reunion or a college reunion. But you start looking at it as the ability to add productivity to give you mental clarity.
And the minute you sleep deeper, one of the benefits of being physically active is you sleep deeper. But all people who sleep deep Uh, better memories, which translates into, you know, better interaction, better communication, but also better sleep helps you process emotion. So the minute you process emotion, you have higher emotional intelligence, which also then allows you to be able to better communicate and not be stalemated.
Interesting.
Michael: So then what's the first step here when we, when we want to have like, I guess, better sleep, is it getting better with our nutrition or our fitness?
Uche: You know, it's everything. You'd be surprised. There's a thing called Zeitgeist. So Zeitgeist are cues that switches your circadian rhythm. The number one is light and dark cycle.
So the minute someone doesn't get outside in the morning and they just have darkness around in the room, part of the brain thinks you're messed up. And you start going down in your physiology, become more insulin resistant. So the whole idea being is though, depending on what kind of quality of sleepy ones and everyone wants top notch quality is to start having them a dimmer light as the evening goes on.
The worst thing you could do, um, after two hours after sundown is to have bright overhead lights. And the more successful the dentists are, the more pot lights they have, the more pot lights you have, the more your ancient brain thinks it's daylight. Which means you don't sleep deep, the media don't sleep deep, the memory worsens, and you're not able to process emotion, so emotional intelligence goes down, less able to impact people emotionally during conversations.
Michael: Interesting. Okay, so in the morning, we want to seek daylight or sun. Immediately, when we wake up,
Uche: almost any light, you got to think, and there's a book called Sapiens by, uh, Harari. He's a New York times bestseller. So Sapiens S C P I E N S. And he said, you and I are more like cavemen and cave women. You think you're, I'm a modern guy.
You're wearing my Prada, but really our physiology is as a 2 million year old physiology. So in the morning, if we were a tribe of 10, 15, 50, 15 or 50, 60, 70 people, the first time, left the cave. The only people that stayed inside the cave were the sick or the dying. The sick and the dying stayed inside the cave.
But on first light, everyone leaves. So that being said, if someone works from home, or if someone goes down to their, you know, their four car garage, takes their, you know, their Lexus to work, they park in an underground garage, the body gets no sunlight on them. They get no natural daylight. The body, our caveman brain then, thinks you're near death.
Near death is not a good physiology. It's not a good way to, you know, Get your nervous system getting ready for a big morning of crown preparations or a big morning of surgery. So first light in the day is ultra important. Almost important is getting a good night's sleep. That first light resets your circadian rhythm.
There's a part of your brain called the super charismatic nucleus. It's about 20, 000 neurons. And it's deep inside the brain. And when you get light on your skin or light on your eyes, that information goes through the optic nerve into those, into that brain region. And the brain goes, Oh, another day around to go around the sun.
And it starts pumping out alive hormones.
Michael: Okay. So those are the first things we want to do as far as when it comes to improving our ourselves is making sure sleep is good. Now, when it comes to the fitness part, where do we go with that
Uche: massive. This is massive. I think dentists realize, we see patients oftentimes from age 2 to 102, and I see people who look good.
They're 85, 90 years of age, they walk independently, they're into the chair, they can get up easily. They don't have aches and pains that are asking for the third pillow to keep their neck up as you're working on them. They don't ask to be propped up because they don't have post nasal drip. And if dentists are smart, if you're watching out for it, you start asking people, Hey, what do you have for breakfast?
How can you look good at 90 or at age 80? How can you be still owning those four restaurants? And you start realizing physical activity is one of the best predictors of a healthy lifespan and a healthy health span. So exercise scientists have now said more important than nutrition. Being physically active.
There's hundreds to thousands of studies to show how being physically active gives you a longer health span. Most people think of lifespan, which is basically how long you live. Few people think of health span. That's how long you live without having a disease or disability. So basically you want your health span to be as long as possible.
And if you are going to leave the planet, it's two or three days and then you're gone. Or, at 95, hella skiing off of Whistler and then you, then you go. That'd be a great way to go in a blaze of glory at age 95.
Michael: Yeah, that's true. So then, with that being said, with the fitness part, right? Cause I think it's easy to be like, okay, we're going to do this with our sleep, lower the light.
Right. And that's pretty instructional. And then, okay, we're going to get light immediately. But when it comes to fitness, I feel like there's so much, right? There's that strength training, there's cardio, there's anaerobic, aerobic, there's many, many different things we can do. And then we get injured too.
Right. And then that stops us. And so how can we, I guess, come up with something that will improve our life, but a specific plan.
Uche: Okay. And that's, those are legitimate complaints. You know, people, a lot of dentists are all or nothing. A lot of them think I was a great college athlete. I played hockey. I played lacrosse.
I played football or I was a power cheerleader. Unless I can train three hours a day, I'm not doing anything. So 77 percent of dentists, 77 percent of the general population are physically inactive. And mainly them being either they're on or off. They don't have a dimmer switch. The dimmer means, even though you might, you know, might own four practices, you might have a 12 chair office, you might have 52 staff, the body actually now, the exercise signs are now shown, exercise bites, which is basically two to three to four minutes of activity, could be as good or better for you than a 30 minute or 45 minute steady state program.
So they're called exercise bites, and that's basically using the new signs of interval training to tap into how the physiology is best strengthened, and you can get fit faster. with exercise bites where you have intense, then you relax for five minutes to an hour. So, you know, with that, that means, you know, going out to your car to get your lunch that you've been purposely misplaced or go outside to move your car for the parking lot or going upstairs to text someone at during a coffee break instead of staying up and looking at, you know, insurance reports.
And there's many ways to do that. So exercise bites, it's a little burst of activity with some spaced recovery in between.
Michael: Interesting. Is that what you do? Okay.
Uche: No, yeah, I really haven't worked out for an hour since I was like 28. I think I competed in a bodybuilding competition in Spain back then, but since that time, the last almost 30 years, I work out maybe 30, 45 minutes.
Sometimes it's as little as 20 minutes. I'll take three exercises. So if I'm doing legs, back and biceps, I will do three exercises. And rotate them and do about five or six sets each. And it'll take me about 15 to 18 minutes. And that's enough to get a full body pump. And if you're doing exercises with a full range of motion, you can really get an incredible workout and then you're done, you don't need this hour, two hour marathon of fitness.
You know, they've actually shown that steady state workouts are like MC hammer pants. They were cool back in the nineties, but they're very dated. Steady state exercise is a very dated affair.
Michael: Interesting. And do you have like a day for rest or anything like that? Or no, it's every single day you do this.
Uche: Good question. I think a lot of dentists and we're guilty of it, right? Smart people. I think a friend of mine calls it intellectual disease. We overthink exercise, we overthink nutrition, we overthink everything, and then you get what's called paralysis by analysis. A lot of dentists don't realize that we know more about nutrition than physicians.
We do about 30 hours in our four years. Average physician does zero.
Michael: Like,
Uche: I think 25 percent of medical schools have any kind of nutrition criteria for the graduating from medical school. One dentist one time was sitting in my lecture. He texted his son who just graduated from medical school. And he said, Hey, some, some dentists just told me That you guys didn't do any nutrition in medical school.
He goes, son, tell me something different. And the son said, dad, I did zero hours of nutrition in the last four years. Zero. So we know enough, we know enough nutrition to coach people chairside. my big thing is though, you really can't take patients on a journey. You yourself haven't been on. So you really got to look the part, you know, you can't smell like a drive thru and be very convincing chairside.
You know, if you're getting your fingertips are yellow from smoking instead of turmeric, then guess what patients are going, Hey, that disconnect. You're guiding me on this total patient journey and you look like John Candy or Elvis Presley the night before he died.
Michael: Interesting. Okay. So then that's the fitness and then the nutrition part real quick.
If you can let us know, because Ushi, I know you've heard this many times, right? Hey man, fruits at night are bad or carbs are bad or hey, well only the, you know, Mediterranean diet, all these things. And I feel like sometimes I see you and you're, you're eating what you want, whatever you want.
Uche: For sure. Um, a calorie is not a calorie.
food affects people very differently. there's a new device now called CGM, Continuous Glucose Monitoring. And if I eat a hot dog and you eat a hot dog, your blood sugar may not rise and might go up. And that depends on your age, genetics, how physically active you are, how rested you are, if you just had some physical activity beforehand.
If the hot dog is eating with some vegetables. What's your state of mind when you eat? If you're nervous and anxious and eating, the body responds very differently to the foods that you're eating. If you, if you're feeling guilty and you're eating fries, your body responds with a higher blood glucose spike than if you're feeling chill and relaxed, and I deserve these fries.
I just came back from an hour of skiing. So, it all depends on age, how much muscle you have, how well rested you are, what else you're pairing it. So, a calorie isn't just a calorie, it depends on who's eating it, when you're eating it, what you just did before, and your state of mind when you're eating it.
And that's why this, this can get very confusing, but my whole program is moderation rules the show. It's not just about looking great for eight weeks. inch by inch fitness is a cinch, but most people do such hard, uh, mega goals and activities. They fall off the wagon or as you said earlier, um, they get hurt.
So the only reason why I've been training now for over 40 years is because I haven't had any big injuries. But I do do the physio though. I do get the massage. I do get some acupuncture, you know, I take care of myself. You know, I have the red light therapy. I got a grounding mat. I got the SAD light. I do all of these things, take care of this, you know, high performance formula on a race car called the dentist's body.
Michael: Okay. Interesting. So if we could just three takeaways that we can do tomorrow, our listeners, and we start seeing our lives improve. What would those three things be?
Uche: I would say first thing in the morning, within an hour, I would say get outside and get some daylight. It's the best way to reset your brain.
And if you reset your brain first thing in the morning, you'll sleep deeper and better. You sleep deeper and better, you'll have a better brain, better memory, better, better mental processing. you can't get outside, I would say get yourself an SAD light. It's a 10, 000 lux light, which you plug in, they're about 100 to 200.
plug it in and have it on your, on your island as you look at your texts or your answering emails first thing in the morning. So I would say get some morning light. Second best is artificial light to get some physical activity in the day. It doesn't have to be an hour. It could literally be a coffee break.
Go down and walk to the Starbucks and get your coffee instead of having the Uber Eats send it to you at lunchtime. Go out to your car, do a little, you know, a 10 minute meditation, some quiet time at lunchtime and then walk back. Those little exercise bites is my number two. strategy for my busy professionals to take away third, I'd say nighttime have a sleep hygiene system where you slowly as the evening wears on you dim the lights because anytime you have really bright lights, the brain thinks the daylight at 11 o'clock at night.
If you're a successful dentist, you have 10 offices. We just did a full mouth rehab. You have 200 pot lights going on. Your ancient caveman or cavewoman brain says it's noon. And you might fall asleep because you're exhausted and you're still chewing on a retraction cord. Okay. What happens is you don't sleep as deep and your, your body makes 25 percent less melatonin.
So you have a weaker immune system. And because you don't sleep as deep, you slowly age at a more accelerated fashion each night. So morning sun, exercise bites, and dim the light as the evening goes on to treat this body like a high performance Formula One race car.
Michael: Beautiful, Uchi. I appreciate your time.
And if anyone has further questions, where can they find you?
Uche: Um, I'm on Instagram. If you go to at Fit Speakers, and you go, you know, Fit Speakers is the way to find me. If you just Google Uchi, U C H E, fitness dentist, I'm the only guy. Out of 260, 000 dentists in North America, there's only one Uchi fitness dentist.
So just Google Uchi fitness dentist. Direct message to me. My phone's available. I'm here to serve. It's my desire to help my colleagues live a more elegant, more physically fit life. And to make their health span as long as their lifespan. So they can leave the planet by hella skiing at age 97, 98.
Michael: Wonderful. Thank you so much, Uchi, for being with us. It's been a pleasure. And so much for coming with me on this Monday Morning episode.
Uche: My pleasure, Michael.
What is it like to escape as a refugee, build a life from scratch, and eventually knock down the doors of dental success? In an honest, heart-to-heart conversation, Dr. Fern White doesn't hold back, unveiling her unique childhood, the influence of her hardworking parents, and her journey towards becoming a respected dentist in Australia. Her story is a testament to the extraordinary power of resilience, adaptability, and enduring passion.
Yet, the road to success isn't typically linear, is it? There are detours of struggle, self-doubt, and immense pressure that often lead to a moment of crisis. Dr. Fern faced these challenges head-on, ultimately reevaluating her definition of success, and embracing a healthier, more balanced approach to life and work. This personal transformation not only improved her own life, but also ignited a passion within her to extend help to her peers. From pulling her siblings' teeth due to financial necessity, to leading a revolution of change within the dental profession, Dr. Fern's journey is nothing short of inspiring.
What You'll Learn in This Episode:
- The inspiring journey of a Vietnamese refugee to a successful dentist
- How struggles and setbacks can redefine your outlook towards success
- The importance of self-care and a balanced approach to life and work
- Insights into the development of "Practice Your Passion" for dentists
- Relatable advice for aspiring leaders and professionals in the dental industry
Take a journey through Dr. Fern White's life, from a courageous refugee to a respected dentist, and how she's changing the face of dentistry and inspiring others!
Get a head start in your community with the Ground Marketing Course and receive $419 off your purchase with the code "practicelaunchpad"! You can sign up here: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Guest: Dr. Fern White
Business Name: Practice Your Passion
Check out Fern's Media:
Practice Your Passion: https://www.drfernwhite.com/learn-about-pyp
Website: https://www.drfern.co/
Instagram: https://www.instagram.com/drfernwhite/
Email: fern@drfernwhite.com
Other Mentions and Links:
Software/Tools:
Products/Brands:
People:
- Brené Brown
- Tony Robbins
- Wayne Dyer - "If you change the way you look at things, the things you look at change."
- Wim Hof
- Brendan Burchard
Books/Publications:
- Hidden Potential: The Science of Achieving Greater Things
- Hamlet
- The Top Five Regrets of the Dying: A Life Transformed by the Dearly Departing
- The High Performance Planner
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Do you want show employee appreciation, but your budget feels tight when it comes time for bonuses? Join us in this fascinating episode, as we sit down with Shawn Peers, an expert in dental team dynamics, to discover the powerful impacts of spoiling your dental team with direction. In an industry often focused on patient care and latest dental technology, the importance of strong team dynamics, onboarding procedures, and continuous professional development is often overlooked. Shawn shares his insights on how aligning these aspects transforms your practice, resulting in increased morale, productivity, and ultimately profit.
Swim against the current with Shawn as he dismantles common misconceptions that hold dental practices back from investing time in improving systems. Shawn stresses on slowing down to build solid foundations for your team, using tools like comprehensive onboarding processes that focus on training and building confidence in new staff members. The importance of fostering a culture of growth and continuous improvement within your practice is highlighted, with the instigation of dedicated team meetings to openly discuss issues and develop solutions.
What You'll Learn in This Episode:
- The significant impact of directing and empowering your dental team
- The power of comprehensive and confidence-building onboarding processes
- Breaking down barriers to developing effective systems within your practice
- The importance of continuous improvement and fostering a culture of growth
- The value of implementing dedicated team meetings for issue resolution and solution development
- Handling team dynamics and maintaining a harmonious work environment
Tune into our conversation, as we delve into the heart of successful dental practice management. You wouldn't want to miss out on these game-changing strategies to inspire and empower your team!
Learn More About the Ground Marketing Course Here:
Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
You can reach out to Shawn Peers here:
Website: https://dentalpeers.ca/
Email: shawn@dentalpeers.ca
Phone: 613-867-8502
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Shawn, so talk to us. What's one piece of advice you can give us this Monday morning?
Shawn: Hey, Michael, thanks for having me. But a one piece of advice and I'm going to give you one that sometimes gets me a little trouble when I say it right off the bat, because dentists give me kind of a screwed up face.
Look, when I say it, I tell them. Don't be afraid to spoil your teams. And these days, you know, I kind of think you want to strike terror into the heart of the dentist, like post COVID, tell them that the key is they need to spoil their teams. Cause they're going to look at you and say, man, you didn't pay attention to what happened after COVID now, did you?
You've seen how salaries have gone crazy. pay them enough. We can't keep them long enough. They just bounce around. They don't want to work as hard. They want easier work hours. They don't want to work any evenings at all. And you're sitting there telling me that the key to my success is going to be spoiling my team.
You're nuts. You're just nuts. And I say, let me tell you a story and tell you a story about this one doctor who was going through all the same things that you're going through post COVID. And I talked to him about the importance of making sure you spoil your team, but you spoil them with direction. The key to it is, is you don't just spoil them and, and you know, like we've, we've heard all the talk about, Hey, if you want to keep team members on these, they've got to feel engaged.
They've got to be feeling empowered. And I believe that a hundred percent, but you still need them to feel engaged and empowered To do what you want them to do. You can't tell them what they want to do. Cause you tell them they're just going to go. No one wants to be told what to do.
So you, what you got to do is you've got to figure out how to allow them to do what you want them to do. So you've got to spoil them in the way that will encourage them that way. And a big part of that, what this dentist figured out, what he was really struggling with, same thing that everyone was. Team members were leaving.
Someone else down the street was offering another 5, 10 an hour more. Gone. So he understood, look, I got to be competitive, right? I can't, you know, underpay people. The market has changed and I have to respond to that. But that's not keeping people loyal. So he embarked on this whole new onboarding system.
And he spoiled them with the training. That gave them the confidence that they could come in and do their jobs in a relatively stress free environment because too often when we bring on new team members into the dental world, we just say Here's your desk. Here's your operatory. Have fun. you have any questions, just ask.
There's your onboarding process. So this dentist has embarked on something where he doesn't even have anybody doing any solid work for two weeks. If they're a hygienist, they don't see a patient for two weeks. If they're an admin team member, they don't answer a phone for two weeks. The first week he has them just going over policy and procedures manuals.
He has them doing Phone training, both for their video tutorials and, and one to one with a service that he's contracted out with. he does the same thing with his practice management system. Brings in all the video tutorials for them and also one to one training. That's the first week. The second week they come into the office, they're starting to do things, but mostly on an observation level.
Occasionally showing a little bit about what they do. It's only after that second week that he starts to kind of unleash them. And he's got the happiest team he's ever had, while his colleagues around him are still complaining that people are leaving left, right, and center, and it's a, you know, it's just this musical chairs with one day they've got a team member, the next they don't.
He's like, I got a full compliment. And they're happy. They're trained. They know what it is they're doing. They're not stressed trying to figure it out. So, he's spoiled them, but he's spoiled them in a way that he's given them the direction he wants them to go in, and he can now feel comfortable that he is allowing them to do what he wants them to do.
That's how you spoil
Michael: them. Gotcha. Okay. So then, that's spoiling with direction. I know you mentioned allow them to do what they want you to do. What you want them to do. Yeah. What you want them to do. Would that be? I guess so slowness plays part of that. It looks like it's a slow process, right? Because I feel like if you're like bringing somebody on, you're like, I need someone hygienist, right?
Come on. Like, I need you to start working at least within the second week. How can we combat that feeling of I need you to hurry up? And, and I need you to come on for what I hired you for to, all right, take your time. And you know,
Shawn: I mean, that's a psychological barrier know, we're just sort of geared in the world of dentistry that, you know, we don't take time out to really try to improve systems because anytime we do that, that means we're not producing.
And the dentists that I've talked to that feel they've gotten to where they've, they've You know, not necessarily where they need to be, but they're in a better spot than where they would be. Otherwise, they've said they had to recognize that it meant taking a step back for a little while, and you do have to be prepared to look at it and say, okay, it means I got to shut down for certain meetings.
Then we'll shut down. It's better to do that than try to cram a meeting into a lunch hour where people might be paying attention for 30 minutes, and that's not enough time to actually solve any issues that we might be wanting to discuss. So no resolutions are ever arrived at. We talk and we talk and nothing gets solved.
So then the next people next thing you know, people are like, why bother with the meeting and they're tuned out for the whole thing anyway. So yeah, you take a little bit of less production that day, but the idea is to build it up so that it becomes more sustainable down the road. And that's what these dentists that are doing that figured out.
You do have to be prepared to slow down. You do have to be prepared to train people. I can put somebody in to answer the phones today. I could put a hygienist in and not really introduce that person to the practice and where they're going to find everything and how we operate and how to put, notes into, into the computer system in the proper format, where we want them, all that kind of stuff.
But I'm always going to be having to compensate for what I haven't shown that person, how I want things done. So yes, in the short term, It might seem like it's better than not having somebody in there at all because you're training them. But then when they get going, when they hit the ground running, they're able to go faster.
They're able to learn new things quicker because the foundation's been set for them. And they are able to actually maintain that higher level of production for you going forward.
Michael: I like that now. So when it comes to the retaining part, so let's just say we did that. We did the two weeks we onboarded them and it was fantastic.
They love it. Now, where do you see, we need to start taking it slow again, or do we even need to start taking it slow again with our team?
Shawn: to the extent that look we we still are always looking to improve our processes And that means we are going to have team meetings. Maybe we'll have a monthly team meeting.
I'm a firm believer set the time aside and book at least two hours You know, never mind trying to squeeze it in for an hour at lunch. I've seen too many offices try to do that. Just doesn't work. You can't get the time in. So block off a good two hours, allow people, you know, a few minutes to get there because people are going to be late depending on when they excuse their last patient, they want to have a minute to wash up.
If they need to clean up their operatory a little bit, deal with the instruments, get there, get a little bit of their lunch into them, say hi. And then you can start the meeting, you know, say 20 minutes or so into, into that time slot and then hold your meeting for an hour and 15 minutes or so, and then recognize it.
Okay. Out of that, about that point in time, it's getting to say, let's say 20 to two. Now we're coming up on our two hour mark and people are starting to think about their two o'clock patients. So. Give them time again. So it's not so much that you're going slow, but you are going to be prepared to say, if we are serious about being in a state of continuous improvement, we do have to take a step back even for that moment, even for that one day a month.
But if it helps us deal with open time, let's say, let's say that's a problem and you can come up with a solution that works better. You've identified what the issue is, and now you can bring everybody on board because you're talking about it and you're developing the policy that will help. Correct that issue.
You'll fill in more open time. You'll make up for it. You'll more than make up for it. So it's not that you stay slow indefinitely. You'll have a period where, okay, we're going to take a pause today, but it's a productive pause because we're working on the business as a team. But we're not, you know, we don't, it's not that we want to just sort of be cushy and say, hey, don't work hard.
We still, we still have expectations. We're still going to hold people accountable. But you spoil them in the right way and give them the tools and give them the expectations. A lot of times holding people accountable is easier than you think. People kind of get it in their heads. They think, oh, that's a hard conversation.
Somebody didn't do the job well. And it's a hard conversation if you never set out the expectations. So the person's going, what? But if they knew what was expected and you gave them the training, they're kind of expecting and they kind of know if they fell short and you have to hold them accountable. So that's an easier conversation when you set the table properly.
Michael: Gotcha. Now, have you ever seen this, uh, Sean, where people are spoiling their team, they feel like they're doing everything they can, but they're just not happy still.
Shawn: Are you talking about the team now or
Michael: yeah, the team, the team, like the team is like maybe they're. You spoil them. You feel like you're doing everything right as a practice owner, but then the team is not.
They're still calling the shots that you almost feel like, ah, they're the ones who are the boss and I have to come to work for them and I have to bend over backwards for them.
Shawn: you're doing it the right way, as a general rule, no, there are going to be occasional team members where they're just, Hey, you can't stop spoiling me.
And, and those are ones that, you know, People have to recognize that and They're not just going to be impacting you. They're not just going to be impacting your production They're going to be impacting the other team members and occasionally that does mean We have to extend an invitation for that person to find their dental home in another location And that's okay.
If as a team there still seems to be an issue Then sometimes what that takes is figuring out. Okay, we've got a disconnect here because I think i've Really pulled all the right strings here. what's going on? So, you know, you have to be open to having a frank dialogue and saying team I've been trying to do this what's happening people don't seem to be responding sometimes that becomes a conversation that I get involved with working with clients and teams because the dentists They're uncomfortable having it.
They don't see it. The team is uncomfortable saying it to the dentist, but if they can build trust in a third party, you become that intermediary that can sort of bridge that gap for them a little bit. So I've certainly seen that happen. And it's just usually it's that issue that, what I thought I've communicated, you didn't hear.
And that old idea that if you're not hearing what I'm saying, it makes it pretty tough to lead.
Michael: Yeah.
Shawn: So we just have to solve that communication problem. If there's an honest effort being made. By both sides, then it's always solvable, in my opinion.
Michael: Awesome. So Shawn, where can people find you if they have any questions or concerns or anything like that?
Shawn: You can reach out to me at Sean, S H A W N at dental peers dot C A D E N T A L P E E R S dot C A. That's one way you can just drop me an email, me a call, 613 867 8502, call or text. check me out at dentalpeers. com. www. dentalpeers. ca. Learn a little bit more about some of the crazy things I like to do to help the world of dentistry.
Michael: Awesome, Sean. I appreciate you and everything you're doing at Dental Peers as well. We really appreciate you. And thank you so much for being with me on this Monday morning episode.
Shawn: Appreciate it. The time. Thanks so much. great to be here, Michael.
Have you taken the leap to embark on the challenging but fulfilling path of entrepreneurship? In this episode, our guests Dr. Vitaliya and Dr. Eddie, the successful owners of "Dental Bar," share their wins, missteps, and the lessons they learned while traversing the path of starting and managing a dental clinic. From Vitallya's incredible journey from Ukraine to the US and her transition to dentistry, to Eddie's application of his industrial psychology background in navigating their dental industry, the episode is packed with inspiring stories and practical tips to help you also take the leap.
Our conversation gets intimate as they share the challenges of choosing the right location for a clinic, relocating due to unprecedented circumstances, and their resilience amidst these hurdles. They give an insider perspective on managing growth pains, from hiring the right people to vendor contract complexities. With a focus on cultivating a healthy work climate and a meticulous hiring process, their approach to building a strong team is enlightening. We also delve deep into the critical aspects of handling pricing and fees and responding to negative reviews with grace and tact, highlighting the importance of adaptability in a dental practice.
What You'll Learn in This Episode:
- How to set a solid foundation for a successful dental practice.
- Personal experiences and hurdles in starting a dental clinic.
- Hiring practices to build a strong, effective team.
- Importance of understanding your practice's culture and climate.
- Navigating the complexities of vendor contracts.
- The significance of meticulousness in handling fees.
- Turning negative reviews into positive experiences.
Ready to unveil some business wisdom nuggets and set a solid foundation for your entrepreneurial venture? Plug in your headphones, hit play, and get ready to be inspired!
Guest: Dr. Vitaliya & Dr. Eddie
Practice Name: Dental Bar
Check out Vitaliya and Eddie's Media:
Website: http://www.dentbar.com/
Instagram: https://www.instagram.com/dental\_bar/
Facebook: https://www.facebook.com/dentbar?mibextid=eQY6cl
LinkedIn for Vitaliya Genieva, DDS: https://www.linkedin.com/in/vitaliya-genieva-85489634
LinkedIn for Eddie Bitzer, PhD: https://www.linkedin.com/in/eddie-bitzer-phd-a851991
Phone: 703 214 7748
Other Mentions and Links:
Establishments/Brands:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Is cybersecurity one of your top concerns as a dental practice owner? If not, today's episode will likely change your mind. Join me in this important conversation with IT expert Reuben Kamp, where we delve deep into the chilling event of the recent cybersecurity attack on UnitedHealthcare. UnitedHealthcare was manipulated into transferring a shocking $22 million in Bitcoin to a hacker group known as "Black Cat" and this incident will serve as a firm reality-check and wake up call for everyone in the healthcare industry.
In our discussion, Reuben unwraps the tangled mess of this cyber-crisis, explaining how these ransomware attacks are affecting dental practices just like yours. Are you aware that a disturbing 6% of dental offices have already faced such debilitating attacks in 2022 alone? Our conversation pivots around the critical importance of stringent cybersecurity measures, such as HIPAA compliance, robust firewalls, ongoing risk evaluations, and how these can be your safeguard against such threats. Stick around as we close with vital insights on the gaping vulnerabilities that led to the UnitedHealthcare breach and how Reuben and his team, at Darkhorse Tech, take proactive steps to ensure that their clients remain secure and HIPAA compliant.
What You'll Learn in This Episode:
- The chilling details of recent cybersecurity incident involving UnitedHealthcare
- How ransomware attacks can deeply affect your dental practice
- The importance of stringent cybersecurity measures, including air-gapped backups
- The crucial role of HIPAA compliance and ongoing risk assessments
- Insights on the vulnerabilities exploited in the UnitedHealthcare incident and how to avoid similar breaches
- The proactive steps taken by Dark Horse Tech to ensure client security
Remember, investing in reliable cybersecurity measures is the first step in protecting your valuable assets. Make sure to tune into this crucial episode and equip yourself with a robust defense arsenal against the rising tide of ransomware attacks!
For DSO integrations, startup solutions, and all your dental IT needs, let our sponsors, Darkhorse Tech, help out so you can focus on providing the amazing care that you do. For 1 month of FREE service, visit their link today! https://thedentalmarketer.lpages.co/darkhorse-deal/
You can reach out to Reuben Kamp here:
Website: https://www.darkhorsetech.com/
Email: admin@darkhorsetech.com
Phone: 800-868-4504
Facebook: https://www.facebook.com/DarkhorseTech
Mentions and Links:
Businesses/Services:
Other Mentions:
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Ruben. So talk to us. What's one piece of advice you can give us this Monday morning?
Reuben: Wow. Well, we're going to talk about cybersecurity. just recently we had United healthcare. I think you've heard of them before. Uh, they just wired 22 million in Bitcoin to a hacker group called black cat.
that name is familiar. It's cause they hit Henry shine three times last year. So. This Monday morning broadcast is about cybersecurity and how you can protect your dental practice.
Michael: Interesting. Yeah. You sent me that the literally right before we're about to record right now, the link to it and it happened, it says on March 1st, a Bitcoin address connected to, and then it 350 So then they basically United healthcare paid them, right?
Reuben: So the full story is. Last week, uh, they noticed something was wrong with their system. this is Change Healthcare. They're owned by United Healthcare. their role in a, in a dental practice is they are the middle man. They process claims.
They are also involved on e prescribe, right? narcotics, you know, you're clicking your button in your practice management software, that's getting sent to the local pharmacy. That is actually still down by the way. so we're, we're 10 days with so far. and the E prescribed modules that are powered by that are down.
What just happened? Um, but you were referring to that article I was talking about is I was going to ask you how, how many Bitcoin do you think 22 million is? But I think I already told you, it's not that much, it's like, 22 millions, about 350 ish Bitcoin. and you can see how devastating the attack was because they actually paid it.
which is insane. I think, uh, you know, when you, when you think about organization, a business that gets. Hit by ransomware. Why don't they have backups? why do we have to pay this ransom? You should have backups. Well, they either didn't have backups Which again just absolutely insane for an organization this size the backups were also encrypted which again is just mind boggling For a company of this size that they didn't take their internal IT Uh, seriously.
Michael: Interesting. So then let me ask you, because this has happened with UnitedHealthcare, oh, huge organization, right? So how could this be prevented and can something like this happen on a smaller scale, like a practice, single practice, single doc practice?
Reuben: Yeah, I mean, the stats last year. So we, um, I should say 2022 because we don't have clean data yet for 2023.
That's still being compiled. So the big kind of flashing yellow banner here is 6 percent of all dental offices had an issue with ransomware. In the year 2022. So I mean, quick math, 250 practice locations, uh, 6%. So that means 15, 000 dental offices dealt with ransomware last year. It's not a small number, the problem is getting, you know, even data further than that. Basically, once this happens and there's a breach and patient health care information is involved. we're talking about radio silence, right? The, the OCM, these government organizations try to keep it unless it's a giant thing.
They, they try to keep it relatively under wraps. Right. So this is something that a large percentage of the industry is dealing with, I mean, think about like. If 6 percent of all the drivers on the road got into accidents, that would be a monstrous number. so to answer your question, small dental practices, small DSOs, emerging DSOs, midsize DSOs, large DSOs, like Aspen Dental that got hacked last year, they're all dealing with this same problem.
But UnitedHealthcare is a larger target. Right, so they're going to attract black cat is like the creme de la creme of the hackers out there. they were the ones that did shine, as I mentioned before. were not involved in the Aspen Dental, but you know, those are three big, splashy events, that happened and are breaches because patient health information, in this case, six terabytes of patient health information, claims data, social security numbers, treatment performed, that's why they paid 22 million.
Michael: Okay, so you mentioned two things. Their backups, they probably didn't have a backup or their backups were not encrypted or encrypted or something like that, right? You said
Reuben: so how you're supposed to do backups is you're supposed to have two copies. One can be connected to your server and the other one needs to be what we call air gapped, basically one step removed.
And the reason is. What we're talking about right here. You get hit that one that's actually connected to your system directly is also going to get compromised. So that's why you need to have an air gap. You know, sometimes that's a cloud backup. that's probably the easiest way to explain it to the audience here is like you have a local backup, you have a cloud backup backup should be set up to be air gapped so that I mean, we can talk about ransomware with the building burns down, you want your backups not in all in one, not have all your eggs in one basket.
So backup. if anyone ever pays the ransom, you know that their backups are not working properly here's what happens when you have a backup hacker comes in, they encrypt your data. You say, Oh man, that sucks. And then you kick them out of the system, clean it all up and you restore from your backup.
You do not have to pay. The ransom, the ransom is there because they are saying, Hey, you want your data back? You have to pay to get it. Well, you should be like, no, I have, I have backups. I'm not going to pay you go away. so it's just like, if you ever see an article about someone making a ransomware payment to hackers, it's because their backups didn't work.
Now there's a lot that goes into protecting a dental practice. Backup is just one part of that, but it's a hundred percent of the time that if they're paying the ransom, it's because they don't have backups.
Michael: Interesting. Okay. So then this can be prevented. How besides having backups, like you just tell your it company, like, Hey, make sure everything's backed up.
That's it.
Reuben: Yeah. I'll just, uh, for the sake of ease, assume everyone works with a competent it professional. So yeah, you should say, Hey, it company, am I HIPAA compliant? Are all my systems HIPAA compliant, right? Cause that should really answer the question, uh, questions, you know, one through 100 that follow after that firewall anti ransomware antivirus software, or you're keeping your computers up to date, you know, all this boring stuff, dentists just want to practice dentistry.
And then we, you know, keeps us up at night over here on this side of the world, um, and backups. Which are the last line of defense, right? You get hacked. It's because something got through your firewall. Something got through your email filter. Something got past your antivirus software. The only reason we're talking about backups is because everything else failed.
Michael: Hmm. Okay. So this is the last resort kind of thing is if
Reuben: you're using backups, let's say outside of, I guess let's just continue to focus on ransomware, right? Because if your server fails, Hey, I've got a backup. No problem. We're going to get a new server. We're going to, but again, when we're talking about, if you're down because of ransomware and you're making a payment to this company, it's because you don't have backups.
You would just tell them, hey, thanks for, uh, that headache, go away, cause you wouldn't have to worry about it.
Michael: how common is this Ruben? Honestly, like within practices, have you seen this? Like, Oh my God, ransomware has happened.
Reuben: Yeah, we don't have to deal with it as an IT company. We work for currently 1077 distinct practice locations, right?
That's a lot of patient health information. A lot of different networks. We're not dealing with ransomware. Okay, and it's because it's not rocket science. It does take. Someone who's devoted and pays attention to the market, you do what HIPAA says you get a firewall in there, you get anti ransomware, you make sure the network is set up properly, you make sure, you know, Wi Fi is secured, backups, and this is not something you deal with.
So, you know, the fact that it's affecting 15, 000 dental offices and, you know, it's crazy. It's affecting the small, the medium, and the large, right? No one is being spared by this. You know, uh, people continue to hire professionals that are, are saying, Hey, yeah, we got you covered doc. But what's actually happening is, is not that, so, you know, it's, it's a really hard.
Position for the doctors in, right. You get, let's say you get a referral from buddy who's not in healthcare that doesn't, you know, Hey, I got a great it guy. Well, it's really important that he knows what it takes to protect your practice. Right. And again, yeah, backups is one part of that. I would argue it's the most important part, right?
Backups equals downtime. They're not set up properly downtime. Patients are walking in the door, your systems are down, you can't take x rays, they're looking at you in the face, it's embarrassing that your technology doesn't work, let's just skip that and just do it right the first time.
Michael: Mmm, gotcha. Okay, so it's more like the HIPAA compliance type of deal.
You gotta ask them, hey, are you HIPAA compliant? And if they're like, yeah, sure. Like, yeah, sure.
Reuben: Well, uh, yeah. And then I guess the, the, the follow up question, the magic words you could say is at, you know, where's your risk assessment, ask them for a risk assessment. And that's basically they have to give you a report.
And this is the first thing. If you ever get audited by OCR office of civil rights, who's in charge of enforcing HIPAA and the fines and all that, that's the first thing they asked for, where's your risk assessment, right? It is. your self evaluation, It is, Oh yeah, we have this old CBCT that only works with a Windows seven PC.
Okay. That's an identified vulnerability in your system. That should be in your risk. So that's just one example. It's basically an analysis of your practices, security profile.
Michael: Gotcha. Okay. So in a nutshell, United healthcare, were they not HIPAA compliant?
Reuben: We know they're not HIPAA compliant because they paid the fine.
Michael: We can
Reuben: skip right to the conclusion, which is, again, you're paying the fine, you didn't do your backups properly. We know that six terabytes of patient health information have been compromised. Names, date of birth, social security number, treatment provided. We're talking about, you know, claims. So prescriptions, I mean, this is a monumental event, uh, in the industry.
Michael: Yeah. And it just happened because of an email.
Reuben: So I'm glad we got to the why right? So we look at Aspen Dental. We look at Shine last year. Exactly what you just said is true. It happened just because of a single email, right? We can talk about fishing. Fishing is Someone pretends to be someone else.
Could be UPS, it could be your boss, they want you to click on a malicious link. So someone from, let's say Shine, clicked on the link, it encrypted their information, all of a sudden, you can't order supplies from Henry Shine's ordering website or for your rep, and, uh, they got hacked a couple times just because of some hubris that happened.
But, this changed healthcare, UnitedHealthcare situation is actually a different attack vector. All right. So we learned the lessons from that one. It was a great reminder, train your staff, have good email filters. Okay. This one, you want to guess how they got, you're never going to guess because it's so stupid.
All right, Michael, you know what remote access software is?
Michael: Yeah. Where you can access it from like a, another location, right?
Reuben: Yeah. All right. Well, United healthcare. Wanted to save some money, so they bought a program and hosted it themselves, I'm a small business owner like many people listening here.
I do the real thing It's a cloud product. It gets updated in real time. They bought a old product to use called connect wise And they hosted it in their own facility. Okay. And didn't update it. So black cat found the vulnerability cause it hadn't been updated in years, got into the system and the rest is history.
So lessons are, I mean, this, this is applicable to windows security updates, right? There's a reason that Microsoft releases them. call it patch Tuesday, right? There's that Tuesday they it's because people like black cat are getting into the system, right? Researchers as well are identifying and windows is releasing, patches to fix those holes in the system.
All right, well, imagine if, you know, you wait a couple of weeks, probably not that big of a deal, right? For your system to be out of date by a couple of weeks, take it back a month, still probably not six months. That's getting to be a little worrisome, right? That vulnerability has been known for six months.
Okay. Oh, now we're talking about four times that amount of time. And I keep going back to the size of these companies and it's the hubris. It won't happen to me. is just, again, it's one of those things you don't think about. I call it roads and bridges, right? You don't think about it until you haven't paid enough attention or spend enough money on it, and then something like this happens.
Michael: Interesting. All righty, Ruby, man, and your company dark horse tech covers this, right? So if I were to sign up with you guys. Immediately and ask you, Hey, make sure you do the HIPAA compliance. Everything it's already cut.
Reuben: We do not enter into client engagements without this being in place, this protection being in place.
So yes. And, uh, you know, to further accentuate presence in the industry. Um, if something ever did happen, right, I started this 12 years ago. This is not something we've dealt with at all. If something were to happen, that is going to be on our cyber liability insurance, not the clients, because that would be a failure of a service that we're providing to them.
So it's, it's probably a topic for another day, but, uh, I will leave you with, please have your it company sign business associates agreements.
MME Reuben Kamp Ransomware DRAFT: Nice. Okay. Awesome. Ruben, I appreciate your time. And if anyone has further questions, where can they find you?
Reuben: CEO of Dark Horse Tech, dark horse tech.com. I am admin A DMI n@darkhorsetech.com.
Um, email, call me numbers everywhere. You know how to reach me on Facebook, I'm around.
Michael: Awesome. And that's gonna be in the show notes below. So if you wanna ask Ruben any more questions or concerns or look into Dark Horse Tech at the same time, going to channel Notes below. Look for Reuben's name and look at those links there.
And Reuben, thank you so much for being with me on this Monday morning episode.
Reuben: Thanks Michael.
How did a small-town practice owner rise up to become a trailblazing figure in advanced dentistry? In this episode, we weave through the fascinating journey of Dr. BJ Moorhead, who started from modest roots to dominate the realm of patient-focused, anxiety-reducing dentistry. Discover how BJ nurtured his solo practice whilst teaching at an IV sedation program for dentists, embracing a forward-thinking dental care approach that centers on the patient's comfort and trust.
Find out how Dr. Moorhead triumphs in managing fear-based patients, stressing the significance of open-ended dialogue and giving patients their rightful control over their treatment decisions. We venture into his effective marketing strategies, demystifying his utilization of Google Ads and shedding light on why benefits reign over technical jargon in his promotional handouts. Our discussion concludes with BJ disclosing his three revolutionary tools and a wealth of advice for dentists facing adversity. This episode encapsulates insights and practical tips to nurture a thriving practice in today's modern world.
What You'll Learn in This Episode:
- The importance and implementation of open-ended patient dialogue
- Crafting marketing strategies that prioritize benefits over technicalities
- Dr. BJ's unique path towards success in advanced dentistry
- Innovative tools and methodologies applied in Dr. Moorhead's practices
- Engaging with fear-based patients and strategies to inspire their trust
- Wisdom for overcoming hardships in your dental journey
Feel inspired? Don't miss out on this exciting journey! Tune in, uncover the secrets to growing a successful practice, and learn firsthand why patient comfort is the pinnacle of advanced dentistry.
Guest: Dr. BJ Moorhead
Business Name: StreamDent
Check out BJ's Media:
Website: https://www.streamdent.com/
Email: dr.m@streamdent.com
Phone: 502-509-1570
IV Sedation Training for Dentists: https://www.ivsedationtrainingfordentists.com/coaching
Other Mentions and Links:
Software:
Establishments/Brands:
People/Public Figures:
- Walter Hailey's Dental Boot Kamp
- Dr. Ted Raybould
- Dr. Rodger Levin
- Socrates
- Grace rizza - Chicago Marketer
- Dr. Darren Greenwell
- Dr. Jack Turbyfill (Branching Technique)
Organizations:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Are you struggling with retaining employees in your dental practice? In this eye-opening episode, Glenda Acevedo, a seasoned scholar in employee retention strategies, unravels the crux and possible remedies for the high turnover rates frequently witnessed in dental practices. Glenda takes us through a systematic approach to bolster employee retention by tackling two main dilemmas - employees leaving prematurely and employees demanding more wages than the practice can comfortably afford. With a wealth of wisdom extracted from her corporate America experience, she explains the immense value of applying effective onboarding systems, clarifying roles and responsibilities, and creating a detailed roadmap for engagement and progression within a dental practice.
Moreover, she introduces us to a paradigm shift in goal setting within organizations, urging dental practice owners to leverage team-centric goals over individual-centric ones. Glenda firmly believes that this method gives employees a sense of belonging and teamwork, inspiring them to pull together for the overall success of the practice. This episode is packed with innovative insights to help you revolutionize your employee retention strategies and create a thriving and stable workforce.
What You'll Learn in This Episode:
- Understanding the significance and challenges of employee retention in dental practices.
- The role of effective onboarding systems in employee retention.
- The benefits of providing clear roles and responsibilities to your staff.
- How to create a roadmap for success within your dental practice.
- The impact of setting team goals versus individual goals in fostering a culture of teamwork.
Push play and let's take your dental practice to a whole new level of stability and success!
Learn More About the Ground Marketing Course Here:
Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
You can reach out to Glenda Acevedo here:
Website: https://www.glendaacevedo.com/
Mentions and Links:
Publications:
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Glenda. So talk to us. What's one piece of advice you can give us this Monday morning?
Glenda: Hi, Michael. Thank you for having me on. Um, I would have to say if I wanted to give a dental practice one piece of advice, it would probably be around employee retention. I know that so many dental practices are really struggling with this issue.
Um, there's a couple of different things going on it with it. In my mind, you've got people that don't want to stay. They're only there for a very short period of time. they're leaving. Or you have the other side of the coin where you have people kind of holding the business owners hostage. for more money and in most cases more money that the practice is really not in the position to be able to pay.
And so I would like to address this today and give practice owners some ideas around what they might be able to do to encourage employees to stay longer term. I know it's a challenge hiring right now, but there are so many options for hiring new employees, including going to grocery stores and finding people in good customer service or to restaurants or to spas and finding people that are really good at their job and providing customer service.
If you have systems in place, which happens to be my specialty, um, I help businesses document their systems. And so onboarding systems is just one part of what I do. But the reason I'm talking about that is because when you hire employees, the one thing they want is to be trained. developed and to clearly understand the roles and responsibilities.
And so when I talk about this, if you don't have those types of systems in place, if you can't bring someone in and show them how to do their job, develop them in that role and actually get them a roadmap of how to achieve success, they're probably not going to turn into a long term employee. So every practice should have that.
And I think I think the reason I'm so passionate around this area, in my previous life, as I like to say, I spent 18 years in corporate America at a fortune 500 company as a salesperson, I can tell you at the beginning of every year. I always had a roadmap. Of what I had to accomplish that year, what were the gates for me to achieve my bonus and to reach each of those gates.
Now those gates were always derived based on the company's goals for the year. And so when I met my goals. and earn that big paycheck. So did the company, they reached their goals. So I'm fairly new to dentistry. I've only been in this community for about three years, but I think every dental practice should be like a sales organization.
We should outline the roles and responsibilities for every single position, and we should give every employee a roadmap to success. And how they achieve that in the practice, because people, when they have something to strive for, especially money, they typically want to put it all in, but I wouldn't necessarily recommend doing individual goals.
There could be some individual, but I'd recommend team goals because we want to encourage our team members to work together and put them in a position to where they have to work together to achieve the overall goal of the practice. So again, it always goes back. If our employees win, so does our dental practice win.
So I'd honestly like to see every business owner put the onboarding systems in place to train their employees, to develop them, to see their path, that they can grow within the business to become more than what they are today, because don't we all want to achieve success in what we do in life? We all want to know what do we do to get better, to do more, to earn more, to become a higher level within the company.
So how do I do that?
Michael: Gotcha. That's what you want them to ask them. You want them to ask the practice owner. So then if we rewind a little bit, you mentioned the roadmap to achieve success. What does this roadmap look?
Glenda: Well, I think the roadmap is going to be a little bit different for each employee, but the roadmap has to come from the business owner's goals.
So what are the goals of the business and how can we take those goals and roll it into the day to day activities of every employee? And when you do that. You create a step by step process again. We're circling back to systems were circling back to how do we perform our jobs? And what do we have to do in our day to day activities to do that?
Now that we could be talking about the front desk, we could be talking about clinical. And if we were switching over to talk about clinical, it may be making sure that we're adding fluoride for every patient that comes in the door. And perhaps that's one of our goals. It may be a small cell, but a cell to every single patient that comes through the door would certainly increase the revenue of the business overall.
There are many ways that we can do that in just understanding and looking at our business, defining what are we doing today. What could we do differently tomorrow? How do we work this into the daily activities of our employees? And again, I know I keep circling you back, but it's really by creating systems and training our employees to understand what our goals are.
How they follow those steps. And typically what I do to support that is I create the step by step systems, but I also create the checklist, which really simplifies it for the employees to do that. So every one of these pieces, Michael always goes back to creating the training to train our employees to do what we need them to do inside of our business.
And there's another part to that. And it's something I always like to talk about because business owners. Our managers are often quick to blame employees when something goes wrong. But my thought process behind that is we should always blame the system first because typically it is our system. Either we don't have a system or system is broken.
Either that or employees are not following them. But we need to identify which one of those are and we want to support our employees, not blame them. And so we always need to take a deeper dive into why is this happening and what can we do to resolve the issue to support our employees so we get it right every time, or at least achieve to get it right every time.
Michael: Can you give me. a team goal example. So you know how you said individually, you don't recommend it. You recommend it as like a team. What would be an example?
Glenda: Well, we could even take the clinical as an example. If every one of our hygienist that has a patient comes in, sells a fluoride case or adds fluoride to their treatment, And at the end of the day or at the end of the week, the month, whatever that how the goals are set up, we have to promote it as a team.
We need the entire team to come forward and we need everyone to try to sell this. And we don't want to put it at where you have to do everyone. We want to give them a goal to be able to reach and to reach beyond that. So, there's all types of different goals that you can put in place to support one another in different ways.
It might be the front desk with, maybe we're working with a marketing company, and maybe it's on how many leads can we convert? How can we support one another in converting leads in closing treatment cases? So it could be case acceptance. So there's a number of different ways that you could combine that and turn it into team goals with working together.
We really have to break down what the goals again are of the practice. And what does that look like when we actually roll it to the team and how can we combine them together with something that makes sense because we want everyone to achieve for individual results, but also team results, because again, we want to encourage teamwork.
Michael: Okay. That's good. I like that a lot. What happens if we are in the case, let's just say we're listening right now. Sounds great. Great. But we're in that part where we're feeling like a hostage, where if we even implement this, they're like, why are you going to give us a raise to do this? What do we
Glenda: do?
I think that is a great question. And I happened to be at an office last week, working with the client and this hostage situation happened to be going on with their entire team at two locations. They were all demanding a higher wage. And so what we basically did was break it down because they were comparing their hourly rate to what they would get if they were a temporary hire.
As temps, they were making 55 an hour. So they wanted their doctors to raise them to 55 an hour, but what they were not taking into consideration were, the 4 percent match that they were receiving and all of the money that they invested, they had an investment plan. They had benefits. This company had even given them at one point, a payout at the end of the year.
of like 10, 000 per employee. This office was going over and above with delivering results for their employees. And yet the employees were not taking that into consideration. So we talked about that with each employee and ask him, do you need benefits? Because if you don't want the benefits, we may be able to afford to pay you a little bit more per hour.
But if the benefits are important, it might be something you want to consider. Also, in the temporary position, is that going to be full time work for you? Because I'm providing you with full time hours when you work for me. And this has been a long term arrangement. The other thing that we did was to actually analyze the practice numbers.
where they were, their percent of payroll up against what the average is. And what we found was the company, the practice was already over by at least 5 percent in their payroll. So the only way that practice could realistically. afford to give them the raise they wanted is if they were to improve their production.
So we turned it back on the employees and said, okay, we'll consider the raise, but this is what we need from you. And so one of the programs that we introduced again, going back to fluoride, which is something really simple to sell is. You need to include a fluoride case with every one of these and as we improve our numbers and our production, and we go from 30 percent back down to 20 or 25 percent in the right range, now we can afford to talk about giving you a raise.
But we need you to work with us, and being able to make sure that we're hitting the numbers that we need to hit as well. And so it's all about how you position that conversation.
Michael: Glenda, thank you so much for being with me on this Monday morning episode.
How does one successfully launch a boutique dental practice in a saturated market like New York City? In this episode, we speak to, Dr. Arti Jagirdar, who shares her journey of establishing Flatiron Dental, a distinguished dental practice that offers more than just the basics. She offers a candid account of her decision to adopt a patient-centric, fee-for-service model and its subsequent impact on the practice. Dr. Jagirdar’s unique offerings such as sleep apnea treatments and airway consultations have been key in differentiating Flatiron Dental in the bustling cityscape of New York.
We also delve deeper into the nitty-gritty of setting up shop, from navigating lengthy lease negotiations to the vital role of legal consultations in contract signings. Dr. Jagirdar also recounts the unexpected challenge of a trademark battle over her practice's name, underlining the importance of resilience, legal advice, and the power of standing by your choices with integrity. Rounding up the conversation, we discuss the critical role of cultivating relationships and harnessing the power of word-of-mouth in attracting new patients to your practice, and how becoming a thought leader in the dental community can build a strong brand presence.
What You'll Learn in This Episode:
- The importance of a unique service offering in a densely saturated market
- Insights into the fee-for-service model in dentistry
- Why never to sign a contract without a lawyer's approval
- How to handle unexpected challenge such as trademark disputes
- The power of word-of-mouth and relationships in building a patient base
- The potential for thought leadership to strengthen your brand
Don't miss this episode full of valuable insights from Dr. Jagirdar - it's brimming with lessons for anyone wanting to make their mark in a competitive market!
Guest: Dr. Arti Jagirdar
Practice Name: Flatiron Dental
Check out Arti's Media:
Website: https://www.flatirondentalnyc.com/
Instagram: https://www.instagram.com/flatirondental/
Flatiron Dental Playlist: https://open.spotify.com/playlist/5qHLpjIikJHlEOVv3Y7dYY?si=5d09cbd507704653
Other Mentions and Links:
Podcasts:
Books:
Software:
Businesses/Brands:
- Henry Schein
- Wonderist Agency
- HDA Accounting Firm
- Method - Unified Smiles
- Tend Offices in NYC
- Ideal Practices
- Breakaway Seminars
- Invisalign
- Queensboro Plaza Dental Care
Locations/Establishments:
Banks/Financial Institutions:
Organizations:
People/Connections:
- Robert Montgomery
- Dr. Michael Nguyen
- Dr. Frank Spear
- Dr. Alina Lane - all smiles Dentistry
- Alan Withall - Henry Schein
- Dr. Scott Leune
- Jayme Amos - Ideal Practices
- Elizabeth Mulderig - Ideal Practices
- Reed Wrisley - Practice Real Estate Group
- Patrick Black - Precision Contracting Corp
- Jaclyn Ionin - Intellectual Property Attorney
- Mike Gharib - Ideal Practices
- Chrystle Cu - Cocofloss
Other:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
How do your patients REALLY perceive your dental practice? How can convenience, image, and service make or break their overall experience? In this compelling Monday Morning conversation with industry veteran, Keith McLachlan, we dive deep into the heart of these issues. Keith passionately argues for the urgent need for dental practitioners to adopt a retail business model that is profoundly patient-centric. And not just in theory, but in practice - with a focus on delivering care that brilliantly suits patients’ lifestyles, work schedules, and personal preferences.
Keith takes us on a journey of understanding through the eyes of patient, shedding light on the overlooked importance of practice accessibility. Is your office meeting the demands of the early birds and night owls who work 9 to 5 jobs? Are you addressing the needs of those who can only carve out time over weekends? Keith doesn't stop there. He delves into addressing tricky roadblocks like work-life balance and provider burnout, while underlining the potent impact of a strong online presence and memorable first-visit experiences in captivating new patients. Keith makes a compelling case for reshaping our practice mentalities, daring us to redesign our dental offices with a healthier balance of professional commitment and patient-centric empathy.
What You'll Learn in This Episode:
- The crucial role of a patient-centric approach in running successful practices.
- The underestimated power of operating hours in patient retention and satisfaction.
- How to prevent provider burnout while still accommodating patient needs.
- Tips for creating a strong online presence and memorable first-visits.
- The importance of work-life balance in avoidance of provider burnout.
Tune into this intensive MME with Keith now, and take a leap towards a more inclusive, patient-centric service delivery model!
Learn More About the Ground Marketing Course Here:
Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
You can reach out to Keith McLachlan here:
Website: https://dentalteamfinder.com/
LinkedIn: https://www.linkedin.com/company/dental-team-finder/
Facebook: https://www.facebook.com/dentalteamfinder
YouTube: https://www.youtube.com/channel/UC5mEcmTS-xGSt5gpbajZ6ow
Email: keith@dentalteamfinder.com
Email: info@dentalteamfinder.com
Mentions and Links:
Books/Publications:
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Keith. So talk to us. What's one piece of advice you can give us this Monday
Keith: morning? Oh, Michael, well, thank you for having me on and thanks to your listeners for listening. Um, one piece of advice that, you know, I obviously am not a dentist or dental provider, been in dentistry for 30 years, but, one thing that I see, and again the concept was introduced to me in full disclosure by somebody else, but it bears repeating as much as one can do as a dental provider and still maintain some quality of life, think of your business as a retail business. think in terms of, maybe you can have on one end of the spectrum, you can have your old medical provider, 1950s medical office where you have the sliding, opaque, you know, separation barrier between, um, patients and the team members.
And then you have kind of what we have today, which is more of your open concept, right? So there's been some adaptation to that idea. But in terms of offering, right? Are you working four days a week? Eight to five? As a dental practice provider. Um, well, ironically, most of the patients are probably working Monday through Friday, eight to five, and they have to take off work to see you.
So perhaps thinking in terms of, earlier appointments before eight A.M. or uh, maybe, uh, extended hours after, maybe two hours after. Five o'clock. Not every day necessarily. Some offices do a successful seven to seven shift between two doctors. somebody will do the morning shift and one do the afternoon shift.
If it's a multiple doctor I. Practice. Some will do a weekend, half day or full day weekend. Um, and they find that those are wildly popular hours. Mm-Hmm. But the whole idea, and again it's, not just one thing. like I said, I can credit Fred Doyle for this idea and it. Book, everything is marketing, but think in terms of your business as a retail business as opposed to kind of the old school medical offices that were not very patient-centric.
Gotcha. Okay.
Michael: So it sounds like practices today they're looking more modern, right. When it comes to like their. I guess like design and everything, but the way of working, like their culture, whatever, like their time is still kind of stuck back into the nine to five, right? Or eight, nine to six kind of thing.
Yeah. And so you're kind of thinking, hey, adjust it, hybrid it, right? Like time and things like that. Is that what you're.
Keith: Absolutely. So you're just making it easier for your patients to come see you, in times that they're not already working times that they may not be available without having to request off.
we also see it in emergency visits, right? Being available to see emergency patients and I understand if they're not a patient of record and there's some concern with that but especially for your patients that are established patients being available to see them when they're in need.
Let's face it. An emergency patient will pay any price and meet you at any time to get out of pain. That is in Maslow's hierarchy of need. One of the greatest motivators, right? Somebody that's in pain and wants to be out of pain. So, yeah, just making it easier for patients to find you, um, and again, not putting up a road box for your patients to come see you.
Michael: Gotcha. In your experience, Keith, what have been some of the, besides time, right, besides like the, I'll be more available in the afternoons. What have you seen that really hasn't changed where it's like the most or the biggest roadblocks?
Keith: I would say it, it comes down to mostly quality of life choice.
Right? Maybe uh, the provider has a family. Maybe they want to be able to have dinner with their family at night. They want to enjoy their weekend time with their families. I would say, and again, we're all, Dentist or or non dentists were all guilty of saying, I, I'm gonna put up some, barriers, where it comes to interfering with.
My time out of the office. So that's probably more of what it is. as opposed to, it is just more about in terms of thinking as a patient and not as the doctor or the business owner. thinking in terms of, you know, uh, uh, I've heard this expression before. When's the last time As a dental provider the owner of the business walked into the waiting room as opposed to walked into the back door. Right? It's a whole different experience, right? You're seeing through the eyes of your patients, right? that might be a good exercise is, you know, know, when I walk in my office, Do I see an optimal patient experience? what do I pick up on? What cues do I pick up on visually, audibly, is it pleasant? Is it relaxing? what are my sensory cues telling me here?
Michael: Gotcha. Okay. So kind of walk in with a.
Patient point of view. So then the biggest roadblock that you've seen besides time, would be quality of life. So it's more like the doctors thinking, I wanna be home. I want to have Friday, Saturday Sundays off. I only wanna work four days a week. Mm-Hmm. But this is possible though, right? To have that.
Keith: It is very possible.
And that's where you see, um, many dental business owners get an associate, maybe that associate can help augment the hours, maybe they can stick to their same schedule. The business owner while the associate may work, different time slots, right? Or they can split it up a little bit, but it's not all dependent upon one person.
It can be divvied amongst another doctor and team members for that matter.
Michael: Gotcha. Okay. So then if we did do that, let's just say we treat it like a retail business. We're open on weekends and we're doing all these things. Do you foresee burnout
Keith: If one person or a set of people are asked to do more without a necessarily wanting to do more, I.
Or B, not getting. Something more from it, compensation wise, then yes, I could see burnout at, or I would say even before burnout. You may have attrition, you may have people that, leave. They're like, I didn't sign up for this. I wanna work for practice that I can get my kid from daycare by 5:00 PM or whatever the case may be, right? So other people have put up their roadblocks, but as far as burnout, I talk to dental business owners that even have Sunday hours. Now, again it's not always the owner, but, they tell me that those are some of the most coveted appointment times.
Or the weekend times. Because they don't have to take off time from work or from school to see the dentist.
Michael: Mm-Hmm. Yeah. Okay. That's interesting. Yeah. So when it comes to the retail part, what else? How else should we treat our practice in the form of a retail business besides like the hours.
Keith: Well, remember patients have a choice. There are, I mean, I've talked to plenty of successful dentists that have multi-generational, right? They've seen three generations of families at the practice, and that's great, but for the vast majority of people today, there's more credibility online than there is from a personal referral.
So take a look at. Your website, take a look at your social media. If you don't have somebody, I'm not saying you have to manage it, but have somebody manage that and remember that what's gonna make your office stand out to somebody that's new to the area, to somebody that doesn't already know about you, to another practice down the street.
What's gonna make you stand out? Is it a, First-visit impression that you made. Is it what they see online? Is it patient testimonials? What is gonna compel somebody to choose your office versus a competing office?
Michael: you, your own personal experience looking at it from a patient point of view, right.
Let's just say right now you're like, you know, I don't, I'm not in an emergency, but I do need a doctor. Yes to you. What is it where, What would make you, even though your friend's like, Hey, my dentist is good, what would make you ignore that recommendation and say like, let me look at this one person right now because of
Keith: what.
Right. Well, you know, I hear this a lot. I'm not saying it's, right. But you really hear many patients say, I chose this dentist because they were on my plan. Whereas we all know, I can see the eyes are rolling now but we know that's not the best way to choose your doctor.
It, It's almost in spite of that. But most people choose their dentist because I. They were a participating provider, that shouldn't be. But you hear people because they're in, that, they're programmed by insurance to, Hey, they, they're not on my plan, and then I shouldn't go to them.
but usually the best doctors are not on their plan. it's giving them a reason to come. Right. That is, um, convenient hours. It is location. It is. what's the first visit impression look like? Right? Why would I, what's gonna make me want to choose your office?
Right? Is it the stories in the bios? like I said, it's usually in a retail environment. It's about access. How convenient are the hours and a location.
Michael: Gotcha. So convenience and access. Awesome. Keith, thank you so much for your time. I appreciate you and if anyone has further questions or concerns, where can they find
Keith: you?
Absolutely. Well, uh, Dental, team, Finder. We're online, dentalteamfinder.com, we're on LinkedIn. If you spend time on LinkedIn, we're on Facebook. YouTube. Also you can contact me. My first name's Keith K-E-I-T-H at Dentalteamfinder.com, or info at Dentalteamfinder.com. So should be able to find us.
Michael: Okay, awesome. So it's gonna be in the show notes below as well, so if anyone wants to go down and click on that. So thank you so much, Keith, for being with us on this Monday morning episode. Well,
Keith: thank you for having me. Yeah.
What does it take to run a successful dental practice in a small town? Dive into today's episode, as I sit down with Dr. Kim Power, embracing the journey of owning and operating her bustling practice in a rural region of North Carolina. Through her resilience and determination, Dr. Kim navigates us through the challenges and triumphs, from staff shortages, to unexpected challenges, and even embezzlement - offering an incredibly honest take on what it takes to grow a thriving practice despite all odds. She goes beyond the surface, offering insider knowledge on efficient systems investments, hiring tenacious staff, and the significance of maintaining a supportive office culture while detailing her transition from orthodontics to general dentistry.
This episode is filled to the brim with practical wisdom from someone who truly walked the talk. Whether you are thinking of running your own practice or just curious about what it takes to succeed in a challenging environment, Dr. Kim's experience is sure to leave you with meaningful insights and valuable lessons that can be applied in your practice.
What You'll Learn in This Episode:
- How Dr. Kim transitioned from Orthodontics to General Dentistry.
- Dealing with an unexpected path to owning a practice.
- The acquisition process and financial considerations.
- The importance of creating a positive work culture.
- How to overcome embezzlement within a practice.
- Managing a growing practice and delegating tasks.
- Dealing with personal challenges while managing a practice.
Don't wait, tune in now, and gain valuable knowledge from Dr. Kim's unique journey and experiences in practice ownership!
Guest: Dr. Kim PowerPractice Name: Smithfield Family DentistCheck out Kim's Media:Website: https://smithfieldfamilydentist.com/
Email: kimpower9515@gmail.com
Phone: 919-418-0538
Other Mentions and Links:
Software/Services:
- Open Dental
- Nadapayments
- Prosperident
Community/Groups:
- Triangle Dental Solutions Group
Establishments/Brands:
- Amazon
- First Citizens Bank
- Southern First Bank
Insurance Companies:
- Aetna
- Cigna
- MetLife
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Are you feeling overwhelmed by trying to grow your practice? Many dentists think that they need more patients, more marketing, and more work to propel them forward. While these are important factors, there might be another way to a successful three day work week - optimizing your current workload. Today I sat down with the accomplished entrepreneur, business coach, and the author of multiple Best Selling books, Kirk Teachout. His insights paint a clear picture of how we can analyze and customize our dental schedules more efficiently, leading us closer to achieving our revenue goals without having to cope with a turbulent timetable.
During our conversation, Kirk walks us through the process of using time calculation tactics to optimize our schedules. By understanding the time investment for each procedure, we can make sure our appointments fit like puzzle pieces for a smooth daily workflow. More importantly, Kirk showed me that we, as doctors, don't need to rush or feel overwhelmed in our efforts to achieve efficiency. He shared invaluable strategies to ensure high-quality service and productivity can coexist peacefully in our practices.
What You'll Learn in This Episode:
- How analyzing time requirements for procedures can enhance scheduling efficiency
- Essential questions to ask yourself and your team to improve overall productivity
- The role of timers in producing an optimized appointment schedule
- The importance of comprehensive training for your front desk and scheduling operators
- Tips for ensuring quality doesn't suffer amidst your quest for increased efficiency
Don’t let the opportunity slide! Plug in to harness Kirk Teachout’s wisdom to transform your dental practice.
For DSO integrations, startup solutions, and all your dental IT needs, let our sponsors, Darkhorse Tech, help out so you can focus on providing the amazing care that you do. For 1 month of FREE service, visit their link today! https://thedentalmarketer.lpages.co/darkhorse-deal/
You can reach out to Kirk Teachout here:
Website: https://thesevenfiguredentist.com/
Instagram: https://www.instagram.com/kirkteachout/
Mentions and Links:
People/Public Figures:
- James Clear
Books/Publications:
- Extreme Ownership: How U.S. Navy SEALs Lead and Win
- Parkinson's Law
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Kirk. So talk to us. What's one piece of advice you can give us this Monday morning?
Kirk: Sure. Thanks for having me on Michael. So this morning, I can guarantee you we work three days a week and I can outpace any other team. My office can outpace any other team on four to five days a week.
and that's due to scheduling efficiency. So something that we do very well is we look at the schedule about every quarter and see what we can do to improve, see where bottlenecks are. We ask our assistants and our hygienists and our front desk like, Hey, where are you seeing inefficiencies in the, in the schedule and.
We can adjust that accordingly. Um, but it's not cookie cutter. Obviously. I can give you frameworks. Mm-Hmm. But at the end of the day, like I know I was talking to a client of mine the other day and we were looking at one of his doctors outta seven, and I was just asking him simply like, okay, how long do you do each procedure?
So write down how long it takes you and ask your assistance to, 'cause like doctors are oblivious to sometimes to things and like ask like. How long does each procedure take? How long does a three surface filling take? How long does a crown prep take? How long does this take? And when you figure out how long those procedures take.
You can then look at the schedule, figure out the goal you're trying to hit, and really just customize where you want throughout the schedule to run in order to actually hit those goals. I know, like I said, that client of mine, his goal was to hit, you know, 4,800 a a day after adjustments, and after just looking at a schedule and, and simply asking those questions, we were able to focus on the larger procedures.
Fill in with the smaller sort of procedures, and now his goal is 6,500 to 7,000. Just by simply asking those questions, not anything else.
Michael: Interesting. So what are the specific questions we should be asking the team or ourselves?
Kirk: Sure. So like I said, it's, it's asking how long does each procedure take that I do.
Um, and you can add that up like, okay, I know a two surface filling, like getting, getting small, right? Mm-hmm. Looking at the micro level of everything. And, um, I know something that my wife used to do was, you know, most, um, ops have timers in them for the curing and different things, or they, they count and whatnot.
So. Move your uh, appointments based off of how long it takes the doctor to get that patient out of the room. So when they start, start 'em at the certain time and then adjust that appointment time to where it actually took the doctor that long. That's another way that you can calculate that. Like the assistant knows that they left at nine 40 instead of scheduling it to 10 o'clock.
So you move that up to nine 40 and then you look at the schedule and like, okay, this is actually how long it took me to flow through the schedule, do all these things, check hygiene, come back and do everything else. so that way you can actually see how long these things take, if you, you know, are just kind of putting things together, as James Clear says, like we don't rise to our goals.
We fall to our systems. So we're only as good as what the systems that we have. So if you know exactly how long it takes you, then you can schedule accordingly, train your front desk, and scheduling operatories, um, to know exactly how long each procedure takes. with some buffer time, of course, 'cause I know things don't always take that long, or it takes longer sometimes with a curveball, but then you can kind of get a guide together of how to schedule efficiently.
That way it doesn't feel like it's super chaotic. ' cause I know that's kind of, that target market that I typically talk to is people that are three to five years out and in order to, really, increase their revenue. The only way they feel like they can do that is by doing more.
Well, really they're probably not optimizing what they're already doing. They just feel like they have to do more. So it comes down to Parkinson's Law, so you fill the time that's allotted for it. So for instance, we do three days a week and we do almost double, if not more than what most dentists do on four to five days a week.
Production and collections wise? Just because if it snows on Monday, I know, you know, we've been snowed out all week. Mm-Hmm. If it snows on Monday and you're there Tuesday, Wednesday, Thursday, you have to find a way to fit those patients in throughout the week. It's a small margin that you have to add in and you figure it out.
So why don't you force yourself to figure out an efficient way to do that every single week? And so that's what we've done by doing, using these small tips and tools that I've just told you. Huh?
Michael: Okay. So then have you ever seen Kirk where someone is doing that but then they kind of feel rushed? You know, nobody's rushing them.
Right. But then they're like, I'm rushing. I'm rushing. And this maybe the quality may go down or What are your, what are your thoughts?
Kirk: Yeah, it's definitely, um, it's definitely a feeling that you're gonna have. So that's, it's kind of two prong, or really three prong. So, uh, you know, obviously you have to, you have to figure out what you're doing as a doctor.
You have to relay that to the scheduler up in the front, but then you also have to train your clinical team. So a lot of people feel rushed, honestly, because they're doing things that doesn't require their license. So another tip is to sit down for a a day and write down everything that you do, whether it be numbing a patient, whether it be doing a filling, whether it be scanning a patient, if you're in a digital office, writing a note, all the things that you do.
On that list throughout the day, figure out what does not require your license to do it. So as a doctor, you're the producer, you're the biggest producer. You have to be able to do the things that make the most income and most revenue and generate that. And most of the time docs are doing things 'cause they don't like to let go.
Of their control. Mm-Hmm. But really they need to be able to, to humble themselves, get rid of the things that are not required by their license and delegate and train somebody else to do those things like scanning a patient if they're legally allowed to or doing a note and then you check the note or doing different things.
If you allow your clinical team to do what their job is, then that frees you up to not feel rushed, because now you can only do the things that you're allowed to do with your license.
Michael: Ah, that's good advice right there to really look back. So then if we're looking back. Let's just say like we have a small team and we're like, okay man, Kirk, there's stuff I have to do because like, you know what I mean?
Maybe, or I don't even know if you would say you have to do it, but there's stuff that I want to do. Right. Kind of. Right. Like the note taking maybe, right? Yeah. You're checking the schedule or calling post ops. Right. I feel like it's so dynamic that it can change. Yes. you review that every, what, three months?
Kirk: About once a quarter. I mean, we do, we have a meeting cadence every month where we, we meet with the team, we on a Thursday afternoon. 'cause we don't, you know, they work three and a half days. We only work three. and so on a Thursday afternoon we bring in lunch for everybody and we go through what went well over the last month, what didn't go well, what can we adjust based off of what they're seeing.
And so that way. We catch things on the front end versus when they become a real issue. a lot of times. Uh, but yeah, we, we evaluate team members, kind of what they're doing about once a quarter, but then we go through what I call issue processing about once a month to try to figure out what's going wrong, where are the bottlenecks and where can we improve?
So constant learning.
Michael: Gotcha, gotcha. What typically, from your experience, doesn't go well? Like what becomes the real issues?
Kirk: it's all over the board. I feel like I, I mean, like I said, a lot of the stuff is just delegation. A lot of people don't like giving up that control. And I get it. I'm, I'm a control freak too.
I don't like doing it. But at some point, in order to not be a slave to your business, you have to allow people to do other things. And if they're not good enough, train them after training. If they're still not good enough, you gotta find a different team member. you know, we evaluate when I come in. I evaluate the team members.
I allow the doctor to evaluate, ask me the reason why on a scale of one to 10, there are six outta 10. And then we look at that. I'm like, look, if there's six, like they're never gonna be a nine. they never will be. That's them. And that's okay. There's a place for them somewhere, but it may not be here.
So if you want to have an extraordinary practice, you're gonna have to find really great team members. And a lot of people I know are gonna be like, oh, but I'm in a bad area. Finding team members is hard. It's super competitive. I can't pay him. That's great. I'm in a rural area where there is almost no resume that comes in when I make a post, I get it, but I've still been able to find really great team members that I can train because I hire for personality and I can train skill.
That's not an issue. I. If they're a nine outta 10 or a seven or above on personality wise that fits with our culture. I can train all day. That's not an issue, hiring for personality more so than skill skill's, A plus.
Michael: Gotcha. Okay. So would you say it's more when you go back in into an office and you're saying like, Hey, there's an issue.
Then you kind of go the next quarter, same issue, you say, it's more like a team. Okay. Somebody's dropping the ball here. Susan, it's you or Billy, it's you kind of like that or kind
Kirk: of or. As Jocko Willink says, in extreme ownership, and I say this all the time, there are no bad teams, just bad leaders.
So part of what I do too is developing leadership skills in these doctors. Um, I know associates reach out to me all the time like, what are, what is something I need to work on while I'm in clinic? I'm like, you need to develop your leadership skills, number one, because when, and, and try it on your peers too.
Like you can, you can work in clinic and lead your peers to do that. Then when you get to a team setting. Like in an office, when you own the practice, even if you're an associate, you can develop those leadership skills and really grow. So that way when people come to you for things, you can train them and they respect you enough to actually want to do it instead of you dictating that they do it.
Mm-Hmm.
Michael: I like that, man. So it's kind of like developing these leadership skills or being a leader. For your schedule. That way, like the schedule doesn't lead you. You know what I mean? Yeah. You're just following, oh, there's another no-show. Right, right. Speaking when it comes to that, like you're making the whole schedule and then there's like, oh my gosh, this root canal took way longer than expected.
Sure. And the patient didn't numb as much, and the buffer, or like even a no-show. How do we determine that? Like as far as, so the schedule doesn't fall apart. We don't, are super rushed now
Kirk: and stuff like that. So, I mean, obviously things like that are gonna happen. There are days even on our schedule that feels chaotic.
it's far and few between the more that we've done it, but the way that we really be able to fill the schedule with no shows is through emergency appointments. So, like we have strategic emergency appointments throughout the day that way, and, and we always tell 'em, look, you're not gonna get work done today.
we frame it that way, like, you're not gonna get work done today. We're going to, take a pa, do a limited exam, see what's going on, and get you out of discomfort. And then if we have time, we'll do it, but most likely you won't get anything done today. but the great thing is that if there is a no-show or a cancellation, then we can actually do that work and then they're happy.
Our schedule's happy because we're hitting that goal still, and it kind of goes from there. And it's about asking certain questions, getting as much information about that emergency patient to know where to put them, because if I know that half the tooth is cracked or it's broken, or a filling fell out or whatever, I kind of know what that's gonna be on the back end, so I can schedule accordingly if that crown falls off.
That emergency patient scheduled at the same time, I just pop 'em over, do the crown and it's done. And that, that appointment was, wasn't a loss. But another way to fill in that schedule with, you know, not, um, having no shows is by charging a deposit. So we have most of our work make a deposit before they leave to schedule that appointment.
They do a $50 deposit that goes towards their treatment. Now after we've trained our patients now, they're like, yeah, I get it. Like I understand. And that way, if they don't show up or give us a forty-eight hour notice with our business days, then we have that $50 No-show fee already. I.
We don't have to worry about chasing it now. and they just have to make another deposit in order to schedule. once you educate the patients on that, then it's really not a big deal. They come to expect it. You're gonna get some pushback and that's okay. But most likely those people who are pushing back weren't gonna show up anyway.
Hmm. So really you're quietly dismissing your patients through your policies instead of having to tell them, Hey look, it's just not gonna work out here.
Michael: Yeah. Awesome. Okay. All righty, Kirk, thank you so much for your advice, where can people find you or reach out to you?
Kirk: Sure. The best way on Instagram at Kirk Teachout, I'm on there all the time.
I'm always on there. Um, you can also, if you wanna free guide of how we do three days, you can go to TheSevenFigureDentist.com, you spell out seven, don't put the number and they can download that free guide for me. Schedule a call with me there. That's fine. I do a free business audit, so any of that would be fine.
Awesome.
Michael: So that's gonna be in the show notes below. And Kirk, thank you so much for being with me on this Monday morning episode. Yeah, of
Kirk: course. Thanks Michael.
How does a dedicated dentist navigate her way to owning her own practice while facing an array of personal and professional challenges? This episode provides a close look at the journey of Dr. Ana Santana Guerrero, a fiercely resilient dentist who left her home country, dealt with educational re-equivalence, braved high-stake exams, grappled with intense competition, and still managed to realize her dream of owning a dental clinic. We dissect Ana's transition from an associate to an owner in depth, illuminating her unwavering focus on goal setting and how an "unfortunate event" acted as a catalyst for her to leap into the world of self-owned practice, offering a relatable, deeply inspiring tale.
Navigating the nitty-gritty of running a practice isn't easy, even more so when it's in a foreign country. Learn the ropes as Dr. Ana Santana Guerrero shares her experiences on various aspects of managing a dental clinic - from selecting an optimal location to staff management, from dealing with financial nuances to creating a unique, patient-centered practice. We also delve into her marketing strategies and discuss how humanizing her approach and prioritizing personalized communication played a key role in patient retention.
What You'll Learn in This Episode:
- How to balance bills, staff salaries, and personal compensation in the early stages of practice.
- Importance of goal setting for personal and professional growth.
- Effective strategies for creating a patient-centric experience.
- The power of word-of-mouth and real-world interactions in marketing.
- How to navigate ethical dilemmas in the dental industry.
- Insights on dealing with companies in the dental arena.
Don't miss out on this enlightening conversation packed with actionable insights and inspiration!
Guest: Dr. Ana Santana GuerreroPractice Name: Astra DentalCheck out Ana's Media:Website: https://www.astradental.ca/
Email: info@astradental.ca
Instagram: https://www.instagram.com/astra.dental
Facebook: https://www.facebook.com/ASTRA.DENTAL.CLINIC
Other Mentions and Links:
Software/Services:
- Google Ads
Businesses/Vendors:
- Patterson Dental
- Henry Schein
- MGE
- Align Technology
- Nobel Biocare
- 3M
Products/Brands:
- Mac
- iTero
- Invisalign
- Naproxen
- McDonalds
TV/Publications:
- Wheel of Fortune
Establishments:
- Dalhousie University
- Central University of Venezuela
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Ever been confounded by how to perfectly price your dental services? In this episode, our knowledgeable guest is Dr. Nathan Coughlin, an experienced dentist and entrepreneur, who unveils some of his best advice on pricing dental treatments. Nathan underscores the trap of racing to the bottom in pricing to compete, instead advocating for services' differentiation to significantly stand out in the crowded dental market.
Diving deeper, Nathan delves into some practical applications of his advice using orthodontics practices as a case in point—where the bare offering of braces can be supplemented by additional services like dental X-rays, impressions, retainers, and teeth whitening, to name a few. He sheds light on the crucial psychological factors at play, such as aura of scarcity and the urgency, that can be generated by strategizing a limited-time offering, which in turn significantly boosts the perceived value of your bundled services.
What You'll Learn in This Episode:
- The pitfalls of low pricing as a means to attract patients.
- The value of differentiating dental services from competitors.
- How bundling services can add significant perceived value for patients.
- The power of scarcity and urgency in making your offering more appealing.
- The impact of quality guarantees in increasing conversion rates.
- The ways these strategies can be implemented within a variety of business models.
Give this episode a listen, and arm yourself with these game-changing strategies to set your dental practice apart and elevate your bottom line without discounting services.
Created by dentists for dentists: For practice management software that seamlessly integrates patient engagement, clinical charting, and practice growth without compromise, check out our sponsor, Oryx. As a listener of this podcast, schedule a free demo today with Oryx! Visit their link here: https://thedentalmarketer.lpages.co/oryx/
You can reach out to Dr. Nathan Coughlin here:
Instagram: https://www.instagram.com/thrivedentist/
TikTok: https://www.tiktok.com/@thrivedentist
YouTube: https://www.youtube.com/channel/UCKVEL4Joonzyy5XBxFvXhKA
Pintrest: https://www.pinterest.com/thrivedentistry/
Mentions and Links:
People/Public Figures:
- Alex Hormozi
Books/Publications:
- $100M Leads: How to Get Strangers to Want to Buy Your Stuff
- $100M Offers: How to Make Offers So Good People Feel Stupid Saying No
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Nathan, so talk to us. What's one piece of advice you can give us this Monday morning?
Nathan: Michael, I got, I got a big one here, so you ready? This is gonna be, this is gonna be big. This is gonna hopefully change your viewers, um, or listeners attitudes towards selling treatment. So it's something that we are doing currently right now in our offices that has gained us over a hundred thousand dollars extra of production already, and we're halfway through the month.
So this is how it works. So how do most dentists, business people, pretty much anybody, how do they start by setting their, um, how much they're gonna charge for something? And this is really important because how we charge for anything is how our business is gonna be ran.
So what do most people do? They go, I. Okay, I'm a dentist. I just moved into a new area. Uh, I'm a brand new dentist. I wanna start making some money. I need to get some patience. So let me see. What am I gonna charge for A dental crown. And you look at the three next offices you go. Cool. This office is shoot, charging 1200.
The other one's 1100. This one's a thousand. I. Need to get some patience because I'm brand new. I'm a newbie. I need to get some patience in and how am I gonna do it? I'm gonna go slightly less than everybody else, and because I'm slightly less than everybody else, people are gonna flock me. My surface is great.
I'm a great dentist. My office is great. All these outstanding things and more people are gonna come in and that'll solve my problems. Next dentist comes in a couple months later, they're within a, you know, a couple mile radius. They go, Hmm, I'm a new dentist. I want to come in. I need to start charging for crowns.
How much do I charge for crowns? They look at everybody and they go, cool. Nathan's charging 900. Let me go a little bit less than him. I'm gonna charge eight 50 or 800. Essentially, this is how dentists and a lot of different companies charge their products. The problem obviously is it's a race to the bottom, right?
Mm-Hmm. You become mm-Hmm. The Walmarts of the world, which you become, if you become huge and massive and you have a thousand offices, you become these massive DSOs. You can actually do that 'cause you have buy power and you can get things for less and your, profits can still be there.
But essentially it's a race to the bottom, right? Mm-Hmm. So we are trying to avoid this as much as possible, and you can see this happening my. Father-in-law is a dentist in Koreatown in Los Angeles. And essentially this is what they're doing. Like they're doing implants and crowns for pennies. Yeah.
And so your profits get less. And I think this is almost, uh, not an unethical, but it becomes very, very difficult to deliver a great product because if your profit gets less, you can hire less quality people. You get less quality products, and everything essentially goes down. Right. But this is what the average dentist, the average business does.
contrary to that, what does the average patient or consumer do? And we're all guilty of this. Say you wanna get, um, a nice white T-shirt, you go, cool. There's five companies that have this nice white T-shirt, man. They're all pretty similar and none of them really brands or they're all pretty darn similar.
Let me just go with the cheapest option because I think it's gonna be. Pretty much the same, right? Mm-Hmm. And then this reinforces that same belief that we go, cool. We need to be the least expensive. We need to be the most cheap. Because look, everybody's buying from over there. The reason we do that, the reason they do that is because it's all the same.
A white T-shirt is a white T-shirt is a white T-shirt. Black scrubs or black scrubs or black scrubs. A dental crown. Although a dentist or whoever thinks their crown is the absolute end all be all, I'm sorry, it's not your dental crown is just like the dentist down the street. Your feeling is just like the dentist down the street.
Your cleaning is just like the dentist down the street. Yes. We do things to distinguish ourselves and make it. Better, but essentially you're the same. So how do we decommoditize what we're doing? How do we make it different so that what we are doing is not the exact same as everybody else? And I will tell you, this is what's making us a lot of money right now.
So, right. Hopefully your ears are perking up because if you wanna make money, this is how you do it. So you have to make your solution different than anybody else's. So if you read different various marketing books, they say you wanna have kind of this blue ocean theory where you are providing a product that is different than everybody else.
So Mrs. Smith, when she comes in the office, she can't go. Oh, but dentist down the street is doing the exact same thing as me. I can compare the two kind of like, you know, one-to-one. So they're both commoditized, so you have to do it. So it's not like that. So how do we do that on our end? I. So I will give you 90% of the tricks.
I can't go into all of them 'cause I don't have enough time, but this is 90% of the tricks. Okay? So, so now what you do is you, you unbundle what you're doing and show the patient everything you're doing, and then you want to add things in there that cost you very little. But the perceived value of it is huge.
So, in orthodontics, what do we do? What's the big thing that we do? We, you know, if somebody's coming in for braces, obviously they're gonna get braces. what they may also need, they may need molds so that we can make retainers, maybe we can make some X retainers. They're gonna need x-rays. They may need, you know, some equilibration of their teeth.
They may need some IPR, they may need, whitening at the end. They want, may want an upgrade to clear braces. They may. Need dental treatment if you're an office that's doing both of those, and so you have this list of items, right? Mm-Hmm. And if you, if you add them up and how you present it is very, very important.
But if you add all these things up, Mrs. Smith comes in, she wants braces. We say, okay, Mrs. Smith, you're gonna come in for braces. We we're really excited to treat you. I know you've been to five other consults where your we're your fifth consult. Come in here. How we do it at our office. We say, okay, yes, your braces are gonna be.
Say whatever, it's $6,000. Mm-Hmm. And then we go, and what you're also gonna need is maybe some dental X-rays and some impressions. And that costs us, you know, 300 bucks. What you're also gonna want is an extra, when you're gonna need retainers. Right. That's another 500. And you know what? Because most patients at the end of treatment, when they get done their treatment.
How the retainers, they'll keep those things for a year or two, lose and break and whatever. They don't get another one in. Mm-Hmm. So we like to add another set of retainers on that. Boom. That's another 500. Oh, you know what? Because you're an adult, you probably don't want those metal braces. You probably want to upgrade to clear.
That's another $500. You know what, what's even cooler is at the end of orthodontic treatment, most people want to have their teeth nice and white, even though they're straight. If they're yellow, it just doesn't look good. Mm-Hmm. So we wanna throw in some zoom in-office whitening. And you know, on top of that.
Because we believe that teeth that are clean, move better teeth that are cleaner, healthier, and we want everybody to have healthier, teeth. We're gonna throw in x amount of dollars for your dental treatment. So you start adding all this up, right? So you, the patient looks, their, their eyes are getting big.
They, they're like, eyes just came in for an ortho consult, like, what is going on here? Yeah. And so, you know, you say, Hey, it's 6,000 plus 500, plus 500 plus 700, whatever it is. And then the total price is 10,000. If you're familiar with marketing and psychology, there's something called an anchor, right? So people get anchored to certain prices.
So whenever anybody's trying to sell you anything, if they're good, they're gonna anchor your price at something high. So they're gonna say, this is the high, high price. You're like, whoa, that's high. And then when they show you their real price, you're just like, oh, that's cheap. That's easy. Yeah. You add all these things up and boom, boom, boom.
It adds up to like, say it's gonna be $10,000, and then you go, but. Today, and you have to create some scarcity and urgency, which are different. You say, today we're gonna throw this all in for. 5,000, 5,500, something like that. Mm-Hmm. you have this massive perceived value, huge perceived value that in reality does not cost you much for us.
We do, you know, retainers in office office, which costs us like a couple bucks. It's not, not expensive. Mm-Hmm. Yeah. Up upgrade to clear braces. Not that that expensive. if somebody's coming in for dental cleaning, really that's doesn't cost us much. We're not utilizing products. There's so much stuff that we throw in there that creates this huge perceived value on by the patient.
And so they're just like, whoa, this is crazy. And the beauty of this is now I. This patient can't go to another dental office. They can't go, well, no. Dr. Nate down the street is offering this 'cause that dentist is like, we don't do that. I don't, I don't know. We don't, that's not something we do and we can't do it 'cause we don't have dentists in orthodontics or we don't have whatever.
And there's such a, a wide variety of combos you can do with this. depending on your dental office. What you also have to do is you have to make sure that. You are pairing that, with something that makes it scarce. And we actually do this at our office. We say, Hey, there's this product we're giving and this is crazy.
Like we don't do this. Typically, we just say, braces are 6,000 bucks. And take it or leave it. You have some payment plans if you want, but whatever. Mm-Hmm. But we're doing this crazy deal that we never do and it's actually only offered for the next 15 patients. So you can take this deal right now, and we, it's here.
We know it's here. Or, um, if you're worried about everything and it's like, Hey, there's no chance I'm gonna start today. We say, cool. That's, I understand that. I get that. it is only for the next 15 patients. So if you call in, I can't guarantee, which is true 'cause we do switch up our, our specials so may not be there.
Hmm. So if, if you call in again, this may not be available. This is the best deal we've ever had, which is true. It is the best deal we've ever had. Yeah. And it's only good for today. So there's, there's these other ways to kind of entice patients as well to make that decision. You know, you wanna make things, I know in the dental world this is gonna be controversial, but you want things to be guaranteed.
And I feel like I've seen tons of posts on this, like, don't guarantee your dentistry, this is so bad. Like, no medical people don't guarantee your dentistry. I'm like, yeah, that's, that's cool. But like we're in the real world and if you guarantee things. People are more likely to act. Yeah. So how we, how we do it, we say, I know you don't wanna make that decision right now.
I know you need to talk to your husband, your spouse, your whatever you wanna do. but we have this guarantee and you want to name it something dumb, like the super smile guarantee, like something that's kind of catchy and funny and whatever you want to do it. You say, you know, if you start today and if you pay your down payment or you pay you whatever, and within 30 days you don't like your braces, you don't like your, whatever it is, come back in.
We will take everything off and we are gonna give you a full, either you can do a refund or you can do a credit, or whatever you want to do, so that the barrier to entry is low. 'cause people are scared that they're gonna start treatment and then they're gonna regret it or that their husband or their wife or their significant other.
Gets upset with them. And so this takes all barriers away. You create that massive value. We call it value stack. You're valuing, stacking, stacking, stacking. You cut it so that they can see the actual real price that they're gonna pay. There's a scarcity urgency. There's not that many that are gonna happen.
We end this deal on. So maybe we're gonna give it to 15 people, or we're gonna end it in January 31st, or whatever it is. And then you create this guarantee and there's a couple different ways you can, you can help with the payment plans, but if you're doing that properly and you're selling each value stack at a correct method, it changes the game and.
Invite your listeners to think about this. Mm-Hmm. And if you don't know, if they don't know this stat, they should think about this real hard and they should look for it. 'cause it's very easy to find if you're selling big ticket items, if you're selling ortho implants, all in fours. All in fours would be a big one.
Yeah. Anything that is expensive. What is your conversion ratio, right? So say you have 10 patients that come in, 10 consults. How many of those start? And for us, it was very eye-opening, very eye-opening because we weren't tracking that. And I started looking at that and I was like. Oh my gosh, our conversion percentage is really low.
Like Mm-Hmm. if we went from, say we went from 40% to 80%, the difference in our production would be hundreds of thousands of dollars. Like it's a huge difference. And so you go, cool, what do we need to do to make it so our conversion percentage is higher? And that implementing this technique has ha has done that.
And so we had the patience there. The problems not, was not. Marketing for us, not, was not advertising, it was conversions. You know? So some people go, oh, I need more patients. I just need to get more patients. Yeah. It's like, do you need more patients? Or it is like, do you suck at selling? Like if you're, if your patients aren't converting, like, I'm sorry doc, you suck.
Like you suck at selling. Mm-Hmm. Like it's, or your front staff, somebody's not doing, not doing good. So it's not the patients coming in that you can't convert and they don't believe you. so this technique has helped us already. I think it's like we're at like 130,000 extra this month than previous. Um, we, we obviously have multiple offices in a decent volume, but, um, yeah, this has made a massive, massive difference to our office,
Michael: man.
Okay. So I like a, a lot of it is amazing. Now, could this work in your father-In-law's in Koreatown? Yeah. Mm-Hmm. Could this work in his, let's just say someone like that is listening and he's like, you know what, I'm gonna do this. could it
Nathan: work? So I think this can work in virtually every single office.
This is not my idea number one. This is somebody called Alex Hermosy. If anybody's in the, gym space, in the business space, she's a big person on, on social media. Mm-Hmm. And this is his book. If you have to look at some books, it's called a hundred million Dollar Leads or a hundred Million Dollar, um, offer.
This works. Everywhere. So in his case, in my father-in-law's case, he does implants. implants are big ticket items. So you'd offer an implant, maybe combined with something else, combined with whitening, maybe combined with a night guard this stuff is cheap. Like a night guard.
You can make in office, you can make a retainer in office. And these are like a couple bucks. Like this is not expensive. Mm-Hmm. So the, the important thing is to create this massive perceived value. 'cause every person in the world. I don't care if you have a billion dollars or if you have 10 bucks to your name, you want value for your money.
Mm-Hmm. If you feel like you're getting value, you will stay. The moment you do not feel like you're having value, people will leave. And that's why people leave dental offices 'cause they don't feel like their money is being valued there. But if you're doing stuff that is so unique, so different, and you're creating this massive value, they cannot go anywhere else with that same value.
So yes, I believe this can be done I'm sure I feel like it can be done in every office, but maybe there's an exception that I haven't haven't seen. Awesome.
Michael: Awesome. Nathan, I appreciate your time and if anyone has further questions, where can they reach out to you?
Nathan: Yeah, you can just look at my, uh, it's Dr. Nate on IG TikTok, YouTube, Pinterest. We're else we're at, we're everywhere. So if you guys just look up my name, you'll, you'll find me.
Michael: Awesome. So that's gonna be in the show notes below. And at the same time, Nate, thank you so much for being with me on this Monday morning episode.
Thanks, Michael.
What if there was a way to optimize your work hours, boost morale, and increase productivity, all while making your employees happier than ever before? In this eye-opening episode, I sit down with Dr. Paul Yoo, who's managed to shatter the conventions of the traditional 9-5 workday in his dental practice. Based in the beautiful Kauai, Paul attributes much of his practice's success to the unique "lifestyle hours" he has instituted, proving that when it comes to business, sometimes it pays to think outside the box.
Starting off as a treatment coordinator with little knowledge of the industry, Paul's journey of building his successful practice hasn't been devoid of struggles. Yet, through sheer determination and a strong objection to unethical practices, he's not only built a thriving business but also fostered a work culture that champions trust, honesty, and independence. Stay tuned as we delve into how Paul encourages higher performance without resorting to micromanaging, cleverly implementing incentive programs and bonus structures. If you're on the lookout for groundbreaking tips on striking the perfect work-life balance in a business setting, this podcast episode is a must-listen!
What You'll Learn in This Episode:
- Dr. Paul's unique approach to work hours and how it benefits his practice
- The importance of trust and honesty in building a successful business
- How to motivate a team to achieve higher performance without micromanaging
- The advantages of implementing incentive programs and bonus structures
- The significant role of a balanced work-life structure in increased productivity and morale
Don't miss out on this unique insight into how breaking traditional work norms can propel your business to greater heights. Tune in now!
(This episode originally aired 12/27/2021)
Created by dentists for dentists: For practice management software that seamlessly integrates patient engagement, clinical charting, and practice growth without compromise, check out our sponsor, Oryx. As a listener of this podcast, schedule a free demo today with Oryx! Visit their link here: https://thedentalmarketer.lpages.co/oryx/
Guest: Dr. Paul YooPractice Name: KAUAI DENTAL STUDIOCheck out Paul's Media:Website: https://kauaidentalstudio.com/
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Can focusing on just ONE aspect of your life or practice truly enhance your overall fulfillment and success? Join me as I delve into a fascinating conversation with my return guest Dr. Avi Patel, an expert in the concept of singular focus. Avi eloquently unpacks the transformative power of honing your energy on one dimension of your life or practice. From personal anecdotes of bettering his marriage through therapy to using this single-minded approach in his dental practice, Avi provides a fresh perspective on achieving unparalleled results through the art of simplification.
As we explore this captivating topic further, Avi demystifies the age-old conundrum of juggling multiple goals. His advice? Shift the lens from defining a myriad of large objectives to establishing non-negotiable standards. By laser-focusing on mastering one skill at a time and leveraging consultants or mentors who've tread the same path, we can optimize our efforts and enhance our personal and professional lives. Avi shares his current focus which involves expanding his scope beyond the clutches of conventional dentistry and into the intriguing realm of content creation in the dental industry.
What You'll Learn in This Episode:
- How channelizing your energy and resources into one facet of your life can reap more fulfillment and success.
- The power of simplifying your goals into non-negotiable standards.
- The benefits of seeking advice from consultants or coaches who have experienced similar situations.
- The importance of focusing on one KPI at a time and allowing your brain to problem solve and improve other areas organically.
- Avi's current career pivot - stepping away from clinical dentistry and moving towards content creation.
Ready to dive in and discover the untapped potential of singular focus? Tune in now!
For DSO integrations, startup solutions, and all your dental IT needs, let our sponsors, Darkhorse Tech, help out so you can focus on providing the amazing care that you do. For 1 month of FREE service, visit their link today! https://thedentalmarketer.lpages.co/darkhorse-deal/
You can reach out to Dr. Avi Patel here:
Instagram: https://www.instagram.com/doctor.avi/
Avi's Clear Aligner Course: https://www.clearaligneradvisor.co/launchpad
Mentions and Links:
Podcasts/Publications:
- 438: DR. AVI PATEL | CLEAR ALIGNER ADVISOR
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Avi. So talk to us. What's one piece of advice you can give us this Monday morning?
Avi: So I, my piece of advice would be to kind of simplify, I. Everything you're doing and focus on one thing. And I think a good place to start is with yourself. So, and then even with yourself, right? There's different aspects.
There's your mental self, your physical self, your emotional self. And I think if you first focus on your mental self and you do what you can to get that in order and get that into a place where. You have more control. Uh, I'm not talking about mind control, but something, something close to that. But if you, if you focus on your mental self, everything from that point I believe flows.
So, um, for example, myself, about two and a half years ago, I started doing therapy. I was doing it because I wanted to improve. Um. My relationship with my wife. Mm-Hmm. And I just wanted to be a better person. I wanted to be able to support her better, but then also myself, just be better. I think that was like the goal.
Mm-Hmm. And what I noticed from that point on was I started creating these habits because my focus was on improving. Essentially my mental health or myself. I started creating a morning routine. And so that morning routine was journaling, meditating, stretching. That then led to me being more organized, more focused during the day, uh, less stressed.
so that's kind of how it went into the business way of how it helped me in life. But then physically, um, I got into the best shape of my life. I started being more intentional about what I was eating, what I was kinda spending my time on in terms of working out movement, stuff like that.
And so just by starting on focusing on one thing by myself or on my mental health rather, all this stuff flowed. And I think you can translate this to other aspects of your life, your business, and everything. Because whenever you're focusing on too many things, right, and I think especially this time of year in January, everyone's got a million goals going on.
Probably by the time this thing airs, most people won't have any of their resolutions continuing. But, ' cause I made the same mistake, right? And everyone hears it. Mm-Hmm. And I think I, I felt. So much relief when I looked at the multiple goals that I wanted to basically achieve this year personally and business-wise.
And, uh, I felt so good when I eliminated like 90% of them because. I think people get confused on like, having a goal and then actually having something to do, right? So when you have too many goals, then there's so many things to do to achieve all of those goals. You're never gonna get it done. Mm-Hmm.
And I kinda just went back to my roots of like, when was there a time in my life where I was growing rapidly, feeling good about myself, achieving a lot of success, and it's back when I was just doing, or focusing rather on like one thing. and so. I kind of remembered that and then I went back to it. Uh, simplified the morning routine again, these days to we're not trying to do 10 things before I start.
It's more so just keeping it very simple, very efficient, because what happens is when you start getting those wins, those wins start to stack, and then next thing you know, when you look at it, you know, a year in review, you've achieved so much more just because you were focusing on one thing at a time and kind of chipping away at it.
Michael: Gotcha, man. So right now you're kind of mentioning or you're letting us know that have one thing to focus on. Mm-Hmm. so in a specific aspect, we have to have one thing to focus on or like just in general, like, I want a better life,
Avi: I would say. So if you are someone who is trying to, like, if you feel lost and you actually don't have a sense of direction or whatnot.
Yes, only one thing because what's gonna happen is you're gonna pour, you know you're gonna pour more resources, more time into that one thing, your one big thing, and then from that other things will flow. Right. So if you wanna have a better love life, if you are spending a lot of your free time, you know, focusing on your business, focusing on your health, and like having all these diets working out and all that stuff, and then you're then trying to find time to like do things that would help your love life, you are, it's gonna take you longer to achieve that.
Where is, if you say okay. The priority for right now is my love life. That doesn't mean don't do anything for the rest of your, you know, the other aspects of your life. Yeah. But that should be the thing. That should be the main thing. And then once you have that, you, I. We'll find that when, if that is truly what you want to accomplish and like improve your happiness, and there's almost gonna be like a spillover effect, right?
Because we're human beings, we're dynamic. It's things are not just, you know, in solitude, but when you're able to focus on one thing, you're able to see, um. More results in that area. And then from that there will be an overflow. Because if you feel more fulfilled in your love life, you are gonna probably have higher energy levels.
When you have higher energy levels, you're going to be able to probably do more things, whether it's in your business or for your own health. but it all flows from that one thing where if you're trying to take your limited resource, which is energy, and then spread it out all over the place, a lot of things are just not gonna really move.
Yeah.
Michael: Could I ask this this year? Like what is it? You're, the thing you're focusing on.
Avi: So it's, right now it is, I'm doing it kind of in, in chapters or phases. So we're expecting our first kid in two months. Oh, nice. Okay. Yeah. So I know that's gonna be a huge change.
Um, yeah, so basically I was like, cool, well, since life is gonna look different after that, what do, what do I need to do now to be in a place to where I can, 'cause my big thing is all about optionality. I love having optionality. I love, you know, not having to be limited by things. And so the biggest thing that I hear from parents is, you know, the biggest thing that.
They get a a, there's a big crunch in time and your energy because now you are kind of giving to this human being. and, and you, you also, and everyone also says it's the most rewarding thing and it's, they always wish they had more time when their kid was younger and they could be there. So I'm like, cool.
I need to simplify. Other things in my life to create that space so that way when the baby is here, I can receive that. So for me, from a business standpoint, I have, or I'm trying to currently simplify all the processes in the business. So right now, um. My business is the online ClearLiner Education Program.
and a big arm of that is supporting the doctors in the program, but then also creating content on social media to provide free value for people. So I am working on simplifying the content creation part and also simplifying, um. The program itself, so that way it provides the most value for doctors in it.
but then also doesn't take up, an extraordinary amount of my time to deliver that support and that value. Gotcha. Okay.
Michael: So this, are you only doing now the online Uh, course, yeah. Or are you also working at a practice still?
Avi: Nope. So I, I stepped away from clinical dentistry back in September. I was doing it full-time and then slowly went down to part-time, and then with the growth of the program and I.
Content creation, social media and all that. I decided to go all in on it because it's just, it's the passion of mine and it's, I feel like it's my calling to help innovate and, um, help move the industry forward And, mm-Hmm. I feel like a quote that kind of stuck with me, or I don't know if it was a quote, but basically someone told me it's like you're either working in an industry or you're working on an industry.
Mm-Hmm. And it's hard to work on an industry when a lot of your time is kind of. While you're working in it, right? Mm-Hmm. I think there's kind of like a balance. So I'm kind of using this chapter in my career to kind of step away from the chair and, and dedicate more time and resources into ways that I can help kind of work on the industry.
Michael: Yeah. Okay. Man. I like that though. I like that. Um, part of simplifying goals because I feel like goals is like a, sometimes like a shiny, fast, cool word, right? Like, Hey man, I wanna have these goals when it's more, um. Non-negotiable standards. Right? That's what it is. Like I wanna have a non-negotiable standard.
This is it. And then I gotta reverse engineering on how to make it happen. And it's easier to do that if you have one, right? Mm-Hmm. One specific one. Boom. Did it next. Right? But if you have all these big, shiny goals and you're like, man, I wanna lose a ton of weight, and you don't know how to do it kind of thing, right?
Avi: Correct. Correct. And even just like. Relating it to dentists, right? Like if you've got a practice and you, you have a goal if you want to increase the revenue, right? Mm-Hmm. Where then it's, everyone always tells you, okay, well cool, you pick a number, then you reverse engineer it. How are you gonna get there?
Um, from my personal experience, when it came to just like leveling up as a clinician, I found that when I was trying to learn how to do multiple procedures clinically at once, like when I wanted to become a better clinician, I wasn't like. Immersing myself in it, so I wasn't actually able to get as good as I wanted to.
The example here is when I started with like implants and aligners, I pretty much learned them both at the same time. and so I was splitting my time between it. Implants. It was a little bit longer for me to kind of get going just because it is surgery and it just, you know, it's very, I mean, it's surgery, so it's, it's, it's pretty crazy.
Mm-Hmm. Yeah. Um, but then with aligners I also just started to see, um, more success with it. And then I slowly started to like, immerse myself in that. And so when I was focusing on that one procedure, it wasn't just about moving teeth. It's how do you talk to the patient? How do you get the team on board?
How do you schedule them? What do you do? So I was able to like work through all that by being focused. Where if I was trying to like iron out implants, learn it, implement it, and do aligners and like, you know. Do other procedures and, and work with the team and all that, it would be too much. And I know a lot of dentists probably feel that way, but I think the answer is, is like until you're like proficient in something, you should pick like one skill, whether it's business right, or clinical, and focus on that for the year to grow.
You will know when you get to a point where you can kind of now choose a different area to focus on. So that's why it's like. I think a lot of dentists, right? Stress comes into play. There's always a lot of hats to wear. but I think kind of taking the pressure off yourself by just wanting to focus on one thing, knowing that other people are going to tell you, oh, you need to look at the KPIs.
You need to look at this. You need to look at that. Yes, you do. But what you have to do in the beginning of anything new is focus on one thing. Get good at it and then move on to the next Mm-Hmm. Gotcha.
Michael: So then how does that kind of play a role in, for example, software? Right? They're like, Hey, all these features and everything like that, and you're gonna be able to look at your dashboard and your analytics and then you're like, cool.
'cause that contributes to the goal that I wanna make more collections. I wanna make a million dollars this this year, right? Like I wanna be Mm-Hmm. A million dollar in collections this year. And then you look at it. I feel like there's too many features of everything. You know what I mean? To just be like, uh oh, we'll focus on this one thing.
'cause then like, what if your new patients drop 'cause of the time, or you know what I mean? And all this other stuff. How do we, I guess, keep our blinders
Avi: on? So I would say the best thing to do in that situation is talk to someone who's done it before. Right? Talk to the, there's a bunch of dentists, coaches, consultants, people out there who already know what these like successful practices look like.
Talk to them, ask them, Hey, if you were to start over again, or if you had to go back, what is one area that you would focus on for 90 days? What is one KPI metric that you would focus on that you feel like has the highest leverage? Right. When you say that, now you're able to lock in for 90 days, you're able to see that metric.
And the thing, what's gonna happen is once you go down that rabbit hole, you're gonna find all these other things along the way. So it's not that other things are gonna drop off, you're just, you're shooting your shot. To get better at one KPI, but then when you're doing that, your brain will start to problem solve for ways to improve that KPI.
And when you're doing that, you're gonna touch other parts of your practice. Does that make sense? Yeah, that makes
Michael: a lot of sense. I like that question. What's the one thing you, you know what I mean? Like for, for you looking back, right? Starting out? Yeah. Because I think you told me one time we in one, a previous episode, and I'm gonna put a link to it in the show.
It's below, but. You were looking to do practice ownership, right? But then you're like, uh, I don't know. Or kind of thing, right. Or an acquisition, I wanna say
Avi: no. I don't know if I went that route. I think it was more my, my story kind of high levels. I was always an associate, but I'd worked in a bunch of practices and so it was like I was looking at okay, like what can practice ownership give me that I don't currently have?
Mm-Hmm. And also like. Is it worth for me to go down that route with all the resources, time and everything like that? And I think, I don't have a knock on practice ownership. I think it's great if you're, you know, doing it the right way. But for me, this route of going into like education and like uplifting other doctors to learn this procedure was like the bigger kind of pull for me in terms of my career story.
Yeah. So
Michael: looking back. What's one metric you focus on for 90 days? If you had to start over,
Avi: uh, as a dentist wanting to like do aligners or just as like a dentist in general,
Michael: as a dentist wanting to do aligners, like what you're doing, education. Going down that route. I
Avi: would, yeah, if I knew, if I started back and knew nothing, I would get with somebody that knows how to do it.
Pick their brain to know what cases are easy to treat, what should you not do, right? And then, um, how to get patients to do it. I would focus on those three strategies. And then the actual, like metric, I would hold myself accountable to the point where every week I would start tracking how many patients did I talk to about it, and how many patients said yes.
Like very simple. And then. I guess over time I would see like how many patients on average am I talking to a week? How many you're saying? Yes. And then from there, try to figure out, okay, why aren't they saying yes or how can we get more patients to say yes, or how can I talk to more patients, you know?
Mm-Hmm. Like that's how I would do it, but how many people I talk to and how many people said yes would probably be the two metrics I'd focus on.
Michael: Nice. Okay. Awesome. I mean, thank you so much for being with us on this Monday morning episode. If anybody had any questions or concerns, where can they reach
Avi: out to you?
Uh, Instagram is the easiest. My handle is doctor.avi and uh, yeah, just shoot me a DM and I'd be happy to chat.
Michael: Awesome. So that's gonna be in the show notes below. And Avi, thank you for being with me on this Monday morning episode.
Avi: Thanks Michael.
Have you been searching for a consistent flow of patients to your practice? Ground marketing to local grocery stores may be just what you need. Dive into this episode where I share a detailed guideline on how you can approach Trader Joe's for a ground-breaking opportunity. I stress the significance of integrating dental services with Trader Joe's core values, advocating for staff well-being, and championing community engagement.
Learn how to engage with Trader Joe's staff - from store managers to frontline workers - with confidence, and pitch exclusive dental care benefits that are sure to capture their interest. I unveil the importance of preparing effective phone scripts and in-person pitches that are straight to the point yet personable. Admittedly, you may encounter some tough questions and objections along the way, but fear not, with the right preparation, you'll be equipped to counter them with ease and gain the traction you seek. This episode not only stresses the art of conversation, but also the essence of internal team alignment, ensuring that your dental practice is primed for success. By the end of the episode, you'll appreciate the immense benefits this unique partnership with Trader Joe's can bring to your practice and the community at large.
What You'll Learn in This Episode:
- How to approach Trader Joe's for a unique partnership opportunity
- Crafting effective phone and in-person scripts
- Preparation to anticipate potential objections or questions
- The importance of internal team alignment
- The benefits your dental practice and community could reap from this innovative venture
Join us in this episode as we explore the exciting realm of innovative partnerships and deliberate on how your dental practice can leverage such opportunities with establishments like Trader Joe's.
Learn More About the Ground Marketing Course Here:
Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Other Mentions and Links:
Software/Services:
Establishments/Brands:
Organizations:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Ever wonder how leading your dental practice with a positive culture and strong financial awareness can result in enhanced patient care and increased profitability? In this episode, I engage in a thought-provoking conversation with seasoned dentist, Dr. Paul Goodman. We delve into Paul's extraordinary journey, highlighting how engaging a people coach early in his career spurred the creation of a positive work environment and nurtured accountability among his team. However, Paul candidly admits to an overlooked aspect – a keen focus on the numbers – and stresses the value of having a professional guide the financial trajectory of the dental practice.
As the conversation deepens, we examine the boundaries of third-party software and its ability to interpret data, advocating the need for an unbiased coach or consultant. Dr. Goodman clearly illustrates the pivotal role of a balanced approach towards managing both the people and profit aspects of your dental practice. And how, as an incredible ripple effect, this can significantly transform the patient-care experience while amplifying profits. He concludes by sharing practical advice on maintaining consistency with essential practices like morning huddles and team meetings, and the importance of reverting back to basic principles to deliver excellent patient care.
What You'll Learn in This Episode:
- The significant role of a people coach in creating a positive work environment.
- The importance of understanding and managing financial aspects of your dental practice.
- The power and limitations of third-party software in data interpretation.
- The magic of finding balance in managing both the people and profit parts of your practice.
- Practical tips on maintaining consistency in practice and the relevance of fundamental principles in delivering excellent patient care.
Tune into this episode now and learn how to lead your dental practice to its utmost potential!
Created by dentists for dentists: For practice management software that seamlessly integrates patient engagement, clinical charting, and practice growth without compromise, check out our sponsor, Oryx. As a listener of this podcast, schedule a free demo today with Oryx! Visit their link here: https://thedentalmarketer.lpages.co/oryx/
You can reach out to Dr. Paul Goodman here:
Dental Nachos Website: https://www.dentalnachos.com/
Dentist Job Connect Website: https://www.dentistjobconnect.com/
Mentions and Links:
Podcasts/Publications:
- Entrepreneur On Fire
People/Public Figures:
- Dr. Mark Costes
- Dr. Jeffrey Goodman
- Marc Dorio
- Andy Reid
- Carol Kivler
Brands/Businesses:
- Kansas City Chiefs
- Kivler Communications
- Philadelphia Eagles
- Thom McAn
Tools/Applications:
- Zoom
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Paul, so talk to us. What's one piece of advice you can give us this Monday morning?
Paul: Thanks for asking me that. It's really such a great question. As a medium aged dentist, so I'm going to graduate in 2002. One thing I, I, there's this list my coach taught me, Michael, keep doing, start doing and stop doing.
So one thing that I am glad I did early in my career earlier than most dentists was I hired a people coach. I hired a team management coach. I was very into creating a culture. that I knew how to run it. I knew how to manage people. I knew how to develop accountability, and I will forever be grateful for both that coach and myself.
I'll give myself credit for paying attention to the morale of the people that work in our dental office. The piece of advice that I wish I did that I did not do was I did not hire someone to take a hard look at the numbers inside of my dental practice. I was much more into feelings. I worked with my amazing dad.
Uh, who is a fantastic mentor and friend, passed away in 2016, um, another person I'll forever be grateful to. But his generation of dentists, they're kind of like, ah, we take some insurance, keeps us busy, you know, and we were, I was not paying attention to the write offs, the adjustments. We were making excuses and I wish, Michael, that I paid more attention to the numbers earlier in my career.
So that I could have been more patient centered, more profitable, been able to have a better work life balance. So that is my advice. it might not be me who said this, Michael, but when you pay, you pay attention, right? So pay someone to help you look at how numbers and money works inside of your practice.
I'm now friends with the amazing Dr. Mark Kostas, he's sponsored my group. I wish I'd cross paths with someone like that back in 2007. These things did not exist. I miss so many of these dentists. I sound like the media mage guy. Michael, but you're so lucky to have this. I had to walk uphill both ways to school in the snow back in my early dental days, but there were no Facebook groups, no podcasts, no Instagram, no amazing things like this.
So that's my advice. Pay someone to help you pay attention to your numbers as early as possible in your practice ownership journey.
Michael: What about when you see these, I guess, like third party software companies, right? That they're like, yeah, we can take your analytics. We figure everything out. Is that good enough?
Well,
Paul: I would say it's a, it's a start, but two things. You have these fancy watches, right? It could tell you how you sleep. It could tell you you're drinking enough water, but you need someone to interpret it. You need someone to guide you. So I think by It is. It is a step in the right direction. Like when people use my fitness pal and track what they eat each day, it's a step in the right direction to track.
But the end part to that is you just need someone who's not part of your business, not emotionally invest in your business, who can come in and help you with the reality of what happens. Maybe you're doing better in an area than you thought. Maybe you're doing, more profit than one section of, I don't know, your implant dentistry, but your hygiene, there's too many write offs because you take too many PPO.
So I like software that helps you track, my group, and I would just put the and part and get a coach or consultant who can help you interpret it. Gotcha. And
Michael: now rewind a little bit. You mentioned about you hired a people's coach. for what, for like the team or what is that all about?
Paul: Yeah, well, when I joined my dad and his partner, they were two awesome guys, but they went to dental school, they did the Air Force and Army. My dad was, worked at Tom McCann's, the shoe store. They had no training on how to manage people. So there were no systems with even how people showed up, what people wore to work.
There was a lot of friction, a lot of drama in the office. I do want to give a shout out to teams. I now have four businesses, two dental practices, dental nachos, dentists, job connect, and. You are literally shoulder to shoulder with your team like I am all day, and there's a lot of stress with that.
There's a lot of friction in a dental office, and it's normal, right? People go, you know, I treat my office like family, like family. I go, Oh, you fight three days into your vacation like my family does too? Because You've got to honor the team in this. We are like so close to each other all day long playing this game physically, dental nachos.
I've got people on zoom over here. So I want to share that if you don't master or at least learn how to manage the people part of your team, you know, just as simple as this, like if four people show up on time and two people don't. The four people go, why should I show up on time? So I met the amazing Carol Kivler, Kivler Communications.
She's still someone I know today. And I said, I said to her as a kid, I would ask a question. I go, what do you do, Mrs. Kivler? And she goes, I teach people how to make peanut butter and jelly sandwiches. And I said, I'll never forget when she said that to me as a seventh grader. I said, what does that mean?
She basically went to a community college and she would teach people about communications. And she would have bread and peanut butter and jelly. And she said, teach me how to make this sandwich. And they'd say, open the bread and she'd rip it open and half would fall on the floor. She goes, what next? She goes, put on some peanut butter.
She'd take her whole hand in the peanut butter and slap. She goes like this. And it just showed how it's easy to not be able to communicate your message to people. So she did a whole year training for us, with the team. And what was really magical about that, Michael, it gives me chills to this day, is when I, you know, this was invest a lot of time and money, right?
This is 2010. So this is not 2024. So we. took a day off a week. We paid our team. We paid her. And I got these amazing messages from the team at that time that said, thank you so much, Dr. Paul, for bringing in Carol Kivler. Not only did this help me in my profession here at the office as a hygienist, it helped me with my relationships with my family.
It helped me with my sister because the same skills are used and made people like, you know what? I am kind of a jerk to people. I didn't even know it. I do. I'm too reactive. We talk about putting deposits in people's emotional bank account. Recognize behavior is repeated. People don't argue with their own decisions.
You know, people say, Michael, about coaching. Sometimes people say, I don't need a coach. It's just common sense, right? All coaches do teach common sense, right? people have apps in their phone to remind them to drink water, right? you can't remember to drink water. Maybe it's common sense, but having accountability for these things in a group.
So that was the people coach and I'm, I would encourage both pay attention to the people part. And the profit part, because these are private practices and when your profitability, patient centered care is always the most important, profitability one egg. The more money you make, the more freedom you have.
You can give your team raises, you can invest in new equipment. There's so many things more profit can give you. It doesn't mean so the owner of the dentist can buy their third beach house. It can mean so many things that are amazing to everyone in the office, patient's team and the practice owner.
Michael: Gotcha. Okay. So then real quick, how do you stay consistent with these two practices and teachings? Because I feel like you can, you know, you go to a CE course, you take some of your team members, they're on a high, they're like, yeah, we're going to do this. And then like a month, two months later, you're just, they're like, let's be real guys.
Stuff is happening. We can't do that right now. How do you go
Paul: back to that? So really good is one is, It's expecting perfection is just a way to be miserable in anything that you do, whether you're a parent, whether you're working out, whether you're a practice owner, but being consistent and always trying to return to fundamentals.
So one thing we have, we have morning huddles, it's a non negotiable morning huddles, team meetings. I give my brother, Jeff Goodman, Dr. Jeff, I'm going to a ton of credit. We have, um, checklist that we use each day and we strive our best. I tell people to say, don't try, say strive, right? Sounds better. So we strive our best and listen, when we go off script or something happens, you know, that is not the way we expected.
How do we get back on track? So we have. Accountability measures like actual checklists, morning huddles, consistent team meetings. I will share in the most authentic way I've been a dentist like this. Most things that dentists think are a waste of money, like having their team sit down for a team meeting, is what's costing them money.
When dentists don't think I can take a day out of my office because I can't cancel hygiene to go and learn something new at a CE course, that's costing them money. And it's normal to get stuck. In your own habits rut so negative michael just normally get stuck in your own bubble I mean i'm in my office today.
We have we literally have like five dentists here today. It's still lonely It's I mean, we have five dentists. We have a prosthodontist. We have uh, no four dentists, you know Me two other gps. It's like we're in our own little caves, right? Get out of your cave learn from other people So i'm always saying, you know, it's a it's a mark costas quote He says, uh, the number of uncomfortable conversations willing to have Determines your success in life.
I don't know if he made it up or not. And that you gotta have some uncomfortable conversations with people We went out of network with insurance two years ago. That was a big uncomfortable conversation I'm, not saying people should do that tomorrow But pay attention to what some of these plans are paying you so you can maximize your own happiness Yeah,
Michael: man, that's so tough though paul sometimes like to get out of your own You know, I mean to say we're gonna not do two days of work, which is money coming in Instead we're gonna have a team meeting and sit down and then I feel like if you are debating that How much faith do you have in your team, then?
You know what I mean? It kind of And also
Paul: I'll share, I love, you're right, it is hard. But here's the thing the pandemic has shown us. If I think of my office day, in this moment, I'm in my dental office. I'd say 20 percent of the people worked here before the pandemic, just 20%. That means there's like 80 percent new people.
So you need these team meetings and accountability measures because somebody moves to freaking Napa Valley and quits dentistry. Hygienist decides to stay home with their children. Somebody's not the right fit for your office. So for you to be able to deliver awesome patient care, always number one. And be productive as possible, one a, you need to put the pieces in place and you need these training things.
I don't, Oh, this is one thing I want to share if I have time. So I had this awesome coach, Mark Dorio, who's also one of my implant patients. He signed all the HIPAA releases. I'm not going to get in trouble. And he talked about this. Um, Andy Reed used to be the coach of the Eagles. He's now the Kansas city chiefs coach.
And he came and give a lecture to my study club years ago. And he says, during the week, Andy Reed trains the players. On Sunday, he coaches them. There's a difference between coaching and training. And too often, dentists just do the coaching during the day. And the team meetings and the morning huddles, that's the training you need to perform well during these dental days.
So many times, dental offices just show up and play the game, try to fix their problems during the game. And we've seen this, whether it's the NFL or your dental office, you need these outside the game training days. Man,
Michael: that's good. That's really brilliant,
Paul: Paul. Awesome. Awesome. Well, they give Mark Doyo credit.
He's the one who came up with it, but I, I, I copy, uh, smart people's ideas. And I really think about that. If you're listening, coaching and training are two different things. You cannot train during the game. You can only coach. So make sure you make time for training. Nice.
Michael: Awesome. I appreciate your time, Paul.
If anyone has further questions or concerns, where can they reach out
Paul: to you? Well, first I want to say to you, uh, Guac Grateful is the highest level of thanks for doing things like this. I learned so much from podcasts every day on the treadmill, at the gym, walking around and listening to things like Entrepreneur on Fire, dental podcasts.
So just creating this, Michael, you should be very proud of yourself for doing this because it's awesome. And people can reach out to me at dental nachos. com or Dennis job connect. com. I would love to connect with you. Always say the mission of dental nachos is ABC to FLA. Always be connecting to feel less alone.
So I'd love to make a new friend with your audience.
Michael: Awesome. So guys, that's going to be in the show notes below and Paul, thank you so much for being with me on this Monday morning episode. My
Paul: pleasure.
Ever wondered what it takes to leap from the corporate dental sector into creating your own independent practice? This episode of The Dental Marketer dives deep into this brave transition through the enlightening journey of none other than Dr. Milca Mendez-Ceballos, founder of Pawsitive Pediatric Dentistry. Dr. Milca candidly unravels her fascinating tale of disappointment in the corporate environment, and how it led her to prioritize quality care above all in her own practice.
How did Dr. Milca seamlessly set up her practice, and which outreach methods worked wonders in attracting her target demographic? Listen in as she shares her unique strategies, from leveraging her community to engaging potential clients through platforms like YouTube and Instagram. You'll also hear about the various vendors and services that she incorporated along the way, including her commendable experience with Dark Horse Tech and Bank of America. Despite grappling with self-doubt and the steep balance between her roles as a dentist, business owner, and boss, Dr. Milca’s resilient spirit powerfully shines through, inspiring all who are teetering on the edge of making a significant career transition.
What You'll Learn in This Episode:
- How to transition from the corporate dental sector to starting your own practice.
- The power of community and social media in establishing a dental practice.
- The role of various vendors in setting up a profitable dental practice.
- How to overcome self-doubt while making a significant career transition.
- Balancing the demanding roles of being a dentist, a business owner, and a boss.
Don't miss out on Dr. Milca's inspiring journey and insightful lessons drawn from setting up her own ultra-successful dental practice – hit play now!
Guest: Dr. Milca Mendez-Ceballos
Practice Name: Pawsitive Pedatric Dentistry
Check out Milca's Media:
Website: https://www.pawsitivepediatricdentistry.com/
Milca's Instagram: https://www.instagram.com/dr.milca/
Practice Instagram: https://www.instagram.com/pawsitivepediatricdentistry/
I'm excited to announce that the Pediatric Dental Marketing Course is officially open for enrollment!
This comprehensive course, developed by Minal Sampat and myself, is tailored specifically for pediatric practice owners and their teams. It is designed to turn your pain points into stepping stones for success, and to help you become the trusted dental home for countless children in your community. Head over to our site to enroll now! https://pediatricdentalmarketingcourse.com/
Other Mentions and Links:
Software/Services:
Movies/Shows/Characters:
Establishments/Brands:
Organizations:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Are you frustrated that your efforts don't always produce the results you desire? Have you ever pondered why some people appear to effortlessly achieve success while others struggle? This insightful episode with entrepreneur Daniel Johnson is a must-listen! Daniel dives deep into the power of starting with your desired end in mind. He argues convincingly that visualizing your end goal before embarking on any venture will enable you to purposefully plan your actions, providing you with a roadmap to success.
But having a clear goal isn't enough, Daniel warns; you need to be adaptable. Sharing struggles and victories from his own business experience, he emphasizes that your end goal may shift along your path, and that's completely normal. The key is your willingness to accept change and probe new opportunities that align with your remodeled objectives. It's not about sticking firmly to the original plan, but continuously evolving it as you learn and grow.
What You'll Learn in This Episode:
- How having a crystal clear end goal can pave the road to your success
- Why being adaptable and open to change determines your capability to achieve your evolving objectives
- That setbacks and adversities aren't roadblocks, but are opportunities for growth and realignment with your goals
- The significance of investing in real estate and diversified investment for long-term financial stability and additional income
- How taking calculated risks could gain your financial freedom and achieve personal goals
Seize the moment, tune in now, and unlock the winning strategies of starting with the end in mind!
For DSO integrations, startup solutions, and all your dental IT needs, let our sponsors, Darkhorse Tech, help out so you can focus on providing the amazing care that you do. For 1 month of FREE service, visit their link today! https://thedentalmarketer.lpages.co/darkhorse-deal/
You can reach out to Daniel Johnson here:
Website: https://drkylestanley.com/
Phone: 254-652-5717 (Cell)
Email: djohnson@lucentspot.com
Email: mdirectordds@gmail.com
Mentions and Links:
Events:
- Disney Marathon
Useful Terms:
- Cryptocurrency
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Daniel. So talk to us. What's one piece of advice you can give us this Monday morning.
Daniel: So my advice that I've always lived in is, to start with the end in mind, I think a lot, what I've done in business and personal, and I know it was a lot of help. People have done this, but what I, what I mean by that is when you can visualize what you want at the end of what you're doing.
So let's say it's a race school or starting your dental office, whatever it is, is what do you want to end up with? So do you want to end up with? Five offices or you want to be a single practice owner. Um, and you want to just be a small little office and make, be a 2, 000, 000 office. But start with that 2, 000, 000 in mind instead of saying, I'm going to start here because then what you do, you can plan out to it.
So it's like I do with my goals. All my goals is, is what do I want to accomplish at the end? And then I work my way backwards. And so I say, okay, if I'm going to run, so like I was talking a little bit, we ran the Disney half marathon. So I start with my time. I know I have to run 13. 1 miles. I want my time to be this.
And then I work backwards. How do I get my time through workouts and training to get my end goal? Does that make sense? Same with the practice. So if I want to be a 2 million practice, what does that look like? Can I do it with one op, or do I need five ops? Do I need one hygienist? Do I need three hygienists?
And then plan it backwards and go backwards. So if it's a 2 million office or a 5 million office, how does that look? I'm going to have to hire an associate sometime. So you have to plan that and get that all planned out. willing to be flexible. You know, I think the thing with when you start with Indian mind is you have to be very, very flexible knowing things are going to come.
We all know life goes ups and downs. And so when you, but, but when you have your end goal, it gives you something to shoot for. And my thing is I always shoot for bold. So like my Indian mind might be a bold goal because I know a lot of us will set goals or, or, or, and it'll just be something we know we can hit.
And I like to do it a little bit harder. So like Going back to the race, if I'm going to set a goal of, I usually run about an eight, 30 minute pace for, um, a half marathon. So if I set a goal for eight minutes, um, it's a bold goal, but then I have to push myself. So it gives me a reason to push knowing that I'm a little bit out of my comfort zone.
So that's really my, thing that the one piece of advice I'd give you is start with the end of mind and then work And that's You can go for personal, you can go for school if you're still in school, it can go for where you just start your business and even go if you're at the end of your career and you're looking to sell.
So your end goal would be sell my practice. So let's say you're 50 years old or 55 and you want to get out in five years. so what does that look like? I want to sell it. Okay. What'd you have to do to get to your, I want to sell my practice for X amount of dollars. So don't just have it as a, I want to sell my practice.
Be specific, you know, we've all heard of SMART goals, but be specific about it and then, work your way backwards. Okay, well I need to build up my patient base because I know my equipment and my building might not be worth as much as my patients. So that would be my advice. And there's lots of ways to do it.
So, lots of people have talked about this, it's in lots of books, but for me it's always been the one thing that I've done with my goals. And it's helped me achieve the majority of my goals. Yeah.
Michael: Like the reverse engineering part. Has it ever happened, Daniel, where halfway through the end kind of changes your end goal, you're like, Oh, and then it, it kind of just derails you from everything else right
Daniel: now.
No, not derails for me when it changes like that, what happens is usually it changes where I, that end goal might switch to something else. So let me give you this is, um, something in business, you know, I started a business, eight, nine years ago, it started one way. And as that business started to grow, I realized there was another product that we were doing that was actually going to be better than what I started out with.
So my end goal was to get this one, part of the business growing. And I realized probably a third of the way to know it, my business is going to go this other way. So all I did was readjust. I moved my goal saying, okay, this business is still viable, but I'm going to move it to what's really working so I just readjusted the end goal.
So I don't think end goals need to be a, uh, like a rock saying, I, I'm going to put my stake here and that's the only way I'm going to go. You have to be flexible knowing that you might have that in mind, but it can change. And if you're willing to be flexible with the change, usually it's even works even better because, in a dental practice, you might have an end goal of 5 million.
You know, like you want to be a 5, 000, 000 practice, but you realize, wait a second, you know, maybe it's not going to work in traditional dentistry, maybe I'm going to end up bringing on an or somebody else like that, where it's going to go a different direction, but it's going to bring me to my, my final goal.
That's why if you. On your end goal, if you can, uh, be specific about it, you'd be willing to be flexible. it helps. So things do change. I mean, welcome. We all know life. I mean, I have four kids. I thought it was gonna be easy. All my kids are gonna be the same. Yeah, right. You know, they all have different personalities.
They do different things. They like different things. And so you just have to be willing to, uh, be flexible. But my own goal with my kids is. Get an education, grow up in a happy home, things like that. And so the main part of it didn't change, but their personalities and what they want to do has all changed.
Michael: Gotcha. Do you have like specific, like big, big, so for example, you said you own businesses, right? And I'm sure the end goal for that was like, cause I want to have like freedom, right? I want to be, I don't want to have to clock in, clock out. I want to be able to do all that. Right. So that would be like the main, main goal.
Right. And then you're kind of reverse engineering. Okay. I need to own my own businesses. I need to do that. And this, has it ever been to a point where you're like, um, I'm not that you lose the vision of the end goal, but you're, you're stuck in a part of the goal for so long and you're like, should I just give up?
Should I change it? Should I do it's been years and I haven't even hit this yet. And it's another associate quit or another associate quit or something like that.
Daniel: yeah, I don't think, uh, the quit part of it is not something I would ever do, but adjusting. Absolutely, because I think, um, if you're not willing to adjust, like you said, associates, I mean.
If you're in a practice, we have five associates in our practices. So we have three practices. We just opened a fourth one. And so we have associates and you have team members quit. And so they derailed, but that doesn't mean the goal needs to change. It just might put it out longer. Right? So if you had a five year goal and all of a sudden something happened, let's say you get divorced.
And your, your spouse takes half your stuff, that goal doesn't need to change. You just might have to adjust it to a longer timeline, right? Or you know, I was talking about businesses. My end goal was, was I call it beach time. where can I get to where I'm making money where I can chill on the beach?
So I'm on the beach and I'm still making money. It's just kind of a broad perspective. And so I realized in dentistry, we can make good money in dentistry, but really where we make the money in dentistry is doing other things, investing in other products, you know, and crypto was big a couple of years ago, I did a bunch of stuff into crypto worked out very, very well for me, and I did it early enough on, but it's the same thing with stocks and investments, real estate, you know, those things that are long lasting investments, dentistry is going to be bread and butter.
So for my goal, the end goal of, beach time or, or making beach money. Was what do I have to do to surround myself other than dentistry that will help me get there? Because dentistry makes a great living. You're never going to get super wealthy being a dentist. Some people do. You hear people like I, I sold a DSL and I had 10, 15, 20 practices.
Great. That's really, really good. But majority of dentists are not like that. Right. They go to work like everybody else. They make a good living, but they don't become wealthy off of it. The ones that become wealthy are the ones that are willing to take a little risk in investing in other businesses or looking outside the box saying, okay, dentistry is my main bread and butter.
But what can I do? So if your end goal was to, let's say, retire at 50 with, 20 million dollars, whatever it is, okay, the industry is not going to get you that. So what other things you have to pull in, real estate might be one, and, uh, you might want to invest in another company. Maybe somebody's coming out with a new, um, intraoral camera, It's like, Hey, you should invest in this.
Things like that. Where do you find little niches where you can invest in that can make more money? But with that, you have to be willing. I've done that a bunch in different things and you lose money too. And so you do go up. It's like, like you go up and then you have step backs. But it doesn't mean it changes that end goal, So those setbacks should actually just firm your resolution of, okay, what else do I need to do? don't be stupid and keep investing in stupid things, be smart, do your research. but the key is is you always have dentistry to fall back on. Like dentistry is going to be bread and butter.
So I tell people like, if you have extra money, you have to be willing to lose it. Money will help you make more money. I think that's where a lot of wealthy people become wealthy is because they use their money that they've made to make more money. And they don't sit on it. I mean, some are maybe be frivolous with it, but most of them are pretty smart with what they have and they invest in other things.
And they, counting on maybe two or two out of 10 things are going to work, but those two out of 10 things really do very well and it can help them expound on, um, their end goal.
Michael: Yeah. No, that's good. Can I ask? Daniel, what were the like two out of 10 things at the beginning for you where you're like, wait, I recommend you should invest in this.
If somebody were to show you like their options.
Daniel: So for me, number one would be real estate. If you have a chance getting real estate, it can be a pain in the butt in the beginning, it's not a get rich tomorrow thing. It is a get rich long term thing. You know, so buy your practice, buy your property for your practice, pay yourself.
Uh, uh, lease, you know, if you can buy other properties where maybe you, maybe it's in a strip mall, maybe it's, so it can be both commercial and residential, and then in the beginning, build it where you, if enough to where you can manage it, but eventually hand it off to somebody else to do it.
It's the same thing with your team in your office. You know, you're not answering the phones, doing hygiene, you hire people to do those things for you. And it's the same thing with real estate. You get to a certain point where you're like, all right, I need somebody to manage my buildings. They manage all my stuff for me.
I'm going to pay them. A percentage. It still works out for you very, very well in the long run. And then the second part is do the investing, you know, stocks, all that stuff, whatever you want to find. That's another good way where it's a longterm short term. It's just, you got to find things that maybe, are new into the market.
It doesn't have to be dentistry. Um, it can be really anything. And so find groups or people that you can, uh, trust and. Be willing to lose money. So those investments those the ones are going to make you the most money the ones that are risky so like for example, I talked about crypto.
I invested a bunch of money into crypto. Um, man Five years ago into crypto farms where they actually made do and I even built my own Crypto machines because I want to know how it all works. I built yeah, so if you looked in my office, I have a pet in our back one of our back rooms I probably have a hundred crypto mining machines that are just chilling there now because crypto is just doing okay.
So it's either break even, but when it started, I just took a chance. And it made me very, very good money. I got, I got lucky. that's really what it was. It, it was up and coming thing, COVID happened. It, and so crypto prices just, skyrocketed. but it's those types of things that can help you.
Now, not everybody's going to do those things, but the best thing about that is I was, when I invested into those things, I realized like if I lost it all, I still had my, my job and I still have my brain. And I think that's where people forget, like get so worried about. Either you or a spouse or, or somebody you're with get worried about losing everything and they don't want to start over.
cause all of us get comfortable, but the ones that can make real good money are willing to lose it knowing that if I lost everything today, tomorrow I'd start over and I know that I can make it all back by working hard and just doing what I know. Right. It's not like, it's not like when we were starting over, think people would think like, Oh, you're not gonna have any money.
You're not gonna have any food. No, that's not how that works. if you, if you have a practice and you're working, you're still Making money, you can still put food on the table. You just lost everything you invested in. So let's say if it's 300, 000 or 500, 000 or a million dollars, you lose all that.
It's gone. It sucks. It does suck, but you can start over again. and I think that's where a lot of people get a little nervous cause they're like, I just, I can't risk this 50, 000 really like 50, 000 for a chance to maybe make a quarter million dollars. It's risky, but would you really be that worse off if you lost that 50, 000?
I mean, yeah, it sucks, but it's not going to kill you. Like you're not gonna lose your house. You're not losing your family. You're not gonna have not have food on your table. I mean, we live in America we've done mission trips in different parts of the country for dentistry and you see the way other people live and you're like, man, dirt floors.
Buckets in the corner for the bathrooms, we would never have to worry about that. And so it's just a kind of a different mindset. So a lot of it, all this deals down to mindset, like knowing, starting with the end in mind, having a mindset of moving forward, no matter what, being able to adjust as needed and then be willing to take risks.
Nice.
Michael: Awesome, Daniel. Thank you so much for this. And I appreciate it. And if anyone has further questions, where can they reach out to you?
Daniel: we put a link up or something like that. They can just reach out to me if they want to call me or send me an email, either, either one.
Like I have no issue talking to people, what we've done, me and my brother, to build our practices and also invest into other things. Like it's. I'm not a financial advisor. So this is just would be just what we've done. everybody's gonna have their own thing, but that would be the best thing.
I'll give you that information. They can just reach out to me.
Michael: Awesome. So guys, that's going to be in the show notes below. So definitely check that out. And at the same time, Daniel, thank you so much for being with me on this Monday morning episode. Yeah. Thanks for having me.
Ever wondered what it takes for a dental practice to thrive in a highly competitive market? Today's episode of The Dental Marketer gives you a golden opportunity to learn the nuts and bolts of exactly that. Our special guest, Dr. Liel Allon, uncovers how the strategic location of her practice, along with a personalized and patient-centred approach, propelled her dental office to success in Houston, Texas. The engaging discussion opens up avenues to understand how walking the extra mile in patient care - such as explicit signage inviting walk-ins and personalized follow-up calls - can remarkably resonate with the public and help attract new patients.
However, it's not just about grabbing the attention of potential patients; the culture we cultivate within our practice plays a critical role in our success. Dr. Allon reveals the underpinnings of their practice's culture, firmly rooted in an ego-free environment. A space where it doesn't matter who you are or what your official role is, everyone pitches in where they're needed, making for a resilient, versatile team. Trudging through unchartered territory while setting up her practice, she shares the hurdles faced, articulating that there are no mistakes, only lessons in the journey of entrepreneurship.
What You'll Learn in This Episode:
- The influence of strategic location and visibility in dental practice success
- The impact of personalized follow-up calls on patient retention
- The necessity of a cohesive and ego-free culture within the practice
- Combatting challenges in setting up a practice
- Learning valuable lessons from seemingly "mistakes"
So, take a step back, listen, and let Dr. Allon's wisdom and story help drive your dental practice to the next level!
Guest: Dr. Liel Allon
Practice Name: DentAllon Dentistry
Check out Liel's Media:
Website: https://www.dentallondentistry.com/
Instagram: https://www.instagram.com/dentallon\_dentistry/
Other Mentions and Links:
Software/Services:
Establishments/Brands:
Products/Equipment:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Want to move beyond just coping and instead thrive in your dentistry career? Tune into this episode as I dive into an enriching conversation with Dr. Kyle Stanley, addressing the silent struggle of mental and relational health amongst dentists. Discover how setting clear boundaries, understanding personal sleep patterns, and creating a mental health supportive clinic are key. Get a glimpse into Kyle's "DREAMS Sequence" - a routine promoting success and well-being!
What You'll Learn in This Episode:
- The importance of prioritizing mental and interpersonal health in a dentistry career
- The implementation and benefits of the "DREAMS Sequence"
- Understanding individual sleep patterns and adjusting practice hours appropriately
- The significance of setting clear boundaries and managing expectations with patients
- Insights into effectively running a dental practice that supports mental health
- Information about Kyle's Light Side Academy and his mission to help dentists
Tune in today to learn from Dr. Kyle Stanley, a dentist who overcame personal struggles to prioritize his mental and relational health, and how you can implement his key insights into your own practice!
Created by dentists for dentists: For practice management software that seamlessly integrates patient engagement, clinical charting, and practice growth without compromise, check out our sponsor, Oryx. As a listener of this podcast, schedule a free demo today with Oryx! Visit their link here: https://thedentalmarketer.lpages.co/oryx/
You can reach out to Dr. Kyle Stanley here:
Website: https://drkylestanley.com/
Instagram: https://www.instagram.com/drkylestanley/
Dr. Kyle Stanley's Light Side Academy: https://lightsidedentistry.com/
Mentions and Links:
People/Public Figures:
- Dr. Matt Nejad
Useful Terms:
- DREAMS Sequence - diet, relationships, exercise, appreciation, meditation, and sleep
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Kyle, so talk to us, what's one piece of advice you can give us this Monday morning?
Kyle: Yeah, I think, uh, the biggest advice that I have really for any dentist is to focus on mastering your mental and relational health because I think that's the most effective way to ensure sustainable success in dentistry.
I think so many of us focus on our clinical abilities way too much when I talk to dentists from all over the world, that's not really what they struggle with. They struggle with their mental health, their relational health, with their team, with their patients. So, so that would be my advice.
Michael: Can you kind of elaborate a little bit more on that because how can we, I guess, How did you, sharpen your mental
Kyle: health?
Yeah, number one, I put effort into it. , I had never even thought about it. I was at a very deep, you know, dark point in my career where I wanted to quit dentistry. And so I really had to make it a priority. And what I'm trying to get across in so much of my, my lectures and my research and my courses is that don't get to the point where I was right.
Don't, uh, you know, like in dentistry we always say. Preventative medicine is the best medicine, right? And we talk about coming in for cleanings regularly, and getting radiographs regularly, so we can catch lesions that are very small, and do minimally invasive dentistry. However, with our own mental and physical health, most of us wait until it's a full mouth rehabilitation with orthognathic surgery and sinus lifts and zygomas.
So, don't wait for your own mental well being to be this full mouth rehabilitation. Do the daily habits and make, make it a priority.
Michael: So then right now to not get to the deep dark point and stop before there, what's like, I guess, one exercise we can implement. Or a couple exercises that you recommend you start implementing like
Kyle: today.
Yeah, so like with my, um, you know, the people that I mentor, I, we have something called the dream sequence, which is diet, relationships, exercise, appreciation, meditation, and sleep. And so you can pick any of those, but if we just want to make it very simple, get at least seven hours of sleep a night. I mean, that sounds so simple, but when I was at my very dark point, I wasn't doing that.
I was staying up late, reading articles, I was, you know, working super late, waking up super early, being at the practice, trying to organize, trying to get cases ready, and I thought that I was Being more efficient that way. And what I realized was that even though I was working longer, my efficiency was down.
So, and there's research on this, that when you're, when you don't have enough sleep, your efficiency is only 80 percent of what you're actually think you're doing. So you're spending 10 hours to do eight hours of work. And so, um, you know, just getting good sleep and making that a priority.
Michael: Yeah. Has it ever been the case, Kyle, where you're like, or maybe a member or, you know, somebody, uh, you're mentoring is like, Hey man, I go to bed, but I just can't fall asleep.
Like my mind is racing. I'm thinking of stuff and I'm like, I could have just been up this whole time doing stuff instead of just laying in bed with my eyes open. Yeah,
Kyle: yeah, I mean, there, there, there is research to show that different people have different sleep patterns, right? And I know a lot of people, especially dentists, that are like, Oh, I'm totally good on five hours.
And there is research to show that there's some people that are like that, but it's like 0. 0000001%. Like, very few people can focus with that little amount of sleep. So, You know, there's people that need to sleep later and need to wake up later naturally, you know Like my wife is one of these people she could put her phone down do nothing, but she's not gonna fall asleep until 12 Right these type of people may have to rethink the hours of their practice like don't start seeing patients at 8 a.
m If you're not going to be fresh then, so because most of the people listening to this are practice owners or maybe they're lead doctors in, you know, a DSO or something like this, we have the autonomy to change our hours based on our health. I think so many times we bend over backwards for patients and in the process we lose ourselves.
Michael: Yeah. Interesting. Yeah. Because a lot of the times we kind of adjust the hours to. Where you're not getting enough patience, so work Saturdays, right? Do e mails, do all these things. And so, do you think there's like a form of like your fear? You're like, I'm scared to do the other thing where I want to adjust it to my life, my sleep patterns, my Totally.
Kyle: Yeah, I mean, there's this big misconception in dentistry that the answer is having more patients. I'm here to tell you the answer is not to have more patients. The answer is to have the right patients in your practice. Because so many times we're saying more patients, more patients, more patients, that's the answer.
And sometimes these are the patients that are driving you nuts. These are the patients that don't want to take radiographs, they um, you know, are late to your appointments, they're rude to your team members, they're driving the whole team crazy. These are the patients that actually need to be dismissed from your practice.
We don't make money on these people and we can't do good treatment on them. So I'm a very big proponent of dismissing patients.
Michael: Gotcha. Okay. So right now, right now you're running your own practice, right? I do. Yeah. Mm-Hmm, . Okay. When you dismiss patients, how does that look like then when it comes to like, for your own mental health, like Yeah.
You guys
Kyle: are headaches. Yeah, so we have, we have scripts and forms and we've done this so much that we're fairly comfortable with it. But, you know, usually it's a patient that, like I said, doesn't go through with treatment, um, is late all the time. No shows.
Um, and so we just don't need them in the practice, you know, we have other people that would rather be there and are paying, are doing exams, are doing radiographs, you know, are on time, are just lovely to work with. And so it's not worth our mental stress and, you know, the financial aspect to have them in the practice.
Michael: Gotcha. Okay. Have you come to realize Because I'm sure you get this a lot too where they're like, oh my mental health is good. I'm good. Like but they've lived this way with this stress like chronic stress for so long. They think it's Yeah,
Kyle: so I call them coping dentists. It's really three dentists.
There's, there's thriving dentists, there's coping dentists, and there's despairing dentists. And I was a despairing dentist at one time. Uh, now I think I'm a thriving dentist. But, uh, these coping dentists are just like, well, this is how it is. And this is how dentistry works and you know, yeah, I know it's, it's hard and it's difficult and patients suck and insurance is a pain in the ass and all this stuff, but I'm just going to deal with it for the next 30 years of my practice, you know, and that's not the case.
It doesn't have to be like that. Like dentistry can be amazing, but you have to take the steps to do it and you have to make yourself a priority. You see, as, as dentists, we're always giving, we're giving to our patients, we're giving to our team members, we're giving to our families. And we forget about us.
I always say you have to put on your own oxygen mask first when the plane's going down, right? You can't help others. And we always try to help others and lose ourselves. And many times our health is in a poor place. Exercising, we're not eating well, we're not sleeping well. Our relationships are poor. You know, we're not making good money.
And that's because we haven't made ourselves a priority.
Michael: So the first steps to making yourself a priority, we should look into is, like you said, our sleep, right? And then yeah, I mean
Kyle: that's an easy way it's a very easy way of doing it
Michael: and then from that point on Where does the, cause I feel like fires will come up, right?
Like, all right, I'm starting to sleep and then, oh my gosh, the hours. And then there's a patient that, you know, you kind of throw all out the window, that stuff seems easy to throw out the window. Well,
Kyle: you have the daily habits, right? So that's the diet relationships, exercise, appreciation, meditation, sleep.
Those are daily habits that we should be doing. For anybody, not just dentists, right? That's, that's for anybody. Then you also have ways of managing the practice for your mental health. Like, there's ways of scheduling that is better for mental health. There's ways of, you know, um, setting expectations, setting boundaries with patients that is for your mental health.
There's ways of talking to team members. I think so many times practice management is taught strictly just for money. And what I found, you know, when I was at my darkest point, I was making a shit ton of money, and I was miserable. So, what I've tried to do is figure out ways to the practice, patient, and the practitioner, and what happens as like a, side effect, is you end up making more money.
So you're happier, and because of that, you end up making more money.
Michael: So, are you like, subtracting more? Are you doing less now, or? Or how does that look?
Kyle: Yeah, I mean, my practice is a little different in the sense of like we're out of network, we're very high end, you know, we only see one patient at a time.
So my practice that I practice with Matt and Najad probably isn't the average practice, but you know, when I'm, when I'm helping other doctors with their practice, they tend to be more, you know, general dental practices that take insurance and are more normal. But our practice is definitely. Do less, charge more, better experience.
And that's a very, you know, niche market.
Michael: Hmm. So would you say like you kind of took in that concept into your life, like do less and you're like being energized more, you know what I mean? Like kind of
Kyle: thing? Oh, totally. Yeah. I mean, I was completely overwhelmed with doing everything in my practice, in my life and I've had to simplify for sure.
Michael: Gotcha. Gotcha. Okay. Yeah. I just, sometimes I know that's like. You know how when you're at that and you I'm sure you stop talk to startups right who are like, hey, man I'm not even breaking even I got to throw everything out there I got a grind and I got to put in this grit. Is that warranted at the beginning?
Kyle: I think some of that is needed at the beginning, but you have to you know I love cars. You have to think about it like a car. You can only redline the car for so long before there's Irreversible damage. And so I think so many times we do that with ourselves. We're just like, well, I'll sleep when my practice is making a million dollars, or I'll sleep in my practice making 5 million, or I'll sleep when I have a thousand patients or when I have a huge, you know, all this stuff.
And like, you're not going to last. It's not sustainable. You may be able to do that for a year. You may be able to do that for two years, but you can't do that for 40 years of practice. asked me how I know because that's what I was doing. And there's this connection with your health that a lot of people don't realize.
It's like, I thought that my health and my business were two separate things. And what I found is that once I got my health, In the right place all of a sudden my business grew all of a sudden, you know We got more patients all of a sudden. I was selling bigger cases. All of a sudden. I was being better at surgery Simply because I was taking care of myself
Michael: Yeah, and I think that's um that takes a lot of like, um, I guess that's where the meditation comes in Huh, like it takes a lot of like inner look because you can tell if someone's unhealthy physically, right?
Well, most majority you're like, yeah, you're pretty unhealthy, right? but when it comes to mental I feel like You can tell yourself, like, I've always been this way. What are you talking about, right? I think since I was a child or something like that, but yeah, is that what you do? Are you helping practice owners and doctors now like kind of?
Transition out of that, or?
Kyle: I'm helping people master their mental and relational health in general, um, you know, that are, that are dentists. So, that has to do with realizing you have a problem, right? Realizing something is different. That has to do with then the next step is identifying all of those triggers.
So we go through, you know, like 18 different triggers, and you can't manage your triggers unless you know what they are. And then our step three is we do our purpose and our perspective, where we find out what our purpose in life is outside of dentistry. So many dentists think that it's to be a dentist, and I'm telling you, that's not your purpose in life.
That's not what you want your grandkids to remember you as. Next thing we do is learn those daily habits that I told you about, the dream sequence. And then the last step is to elevate above all this, and a lot of that has to do with managing your practice so that it works for you and you don't work for your practice.
Michael: I like that, man. That's really good. This is a course of yours or like, uh, what is it? Yeah,
Kyle: yeah, I have an online course and a, um, like a mastermind support group as well.
Michael: Nice. Awesome, man. All right. So Kyle, thank you so much for being with us. If anybody has further questions or concerns, where can they reach out to you?
Yeah, you can
Kyle: find me on Instagram at drkylestanley, d r kylestanley. Or you can go to my website, drkylestanley. com. And, uh, yeah, look forward to hearing from people. My course is called light side Academy, and we've had over a thousand dentists from over 50 countries take the course. So super, super cool community.
And it's been the most rewarding thing I've done in dentistry for sure.
Michael: Wow, man, that's exciting. That's amazing. Awesome. So that's going to be the show notes below if anybody wants to check it out. At the same time, Kyle, thank you so much for being with me on this Monday morning episode.
Kyle: Thanks for having me.
Are you wearied by the low reimbursements from Dental PPOs and considering if there's a different, better way to improve your practice's profitability? Then you need to tune into this compelling episode of The Dental Marketer, as I interview Dr. Ben Burkitt, who's been in your shoes and emerged victorious. After implementing a revolutionary change in his own dental practice, Dr. Burkitt demystifies the process of dropping dental PPOs and its potential ripple effects to the bottom-line profitability of your dental practice. Learn how you can switch from being insurance driven to being patient-centric and multiplying your revenue in the process.
What You'll Learn in This Episode:
- Why dropping Dental PPOs may benefit your dental practice
- How to perform effective analysis of profitability for different procedures
- The significance of the 20 code collection score in this analysis
- How dropping low-paying insurance plans won't necessarily lead to a loss of your existing patients
- Evidence-based tips to attract patients from better paying insurance plans
And not just that, Dr. Burkitt takes us through his own experiences - the reservations, the risks, and how he managed it all while driving remarkable growth in his practice's revenue. Queue this podcast episode up today and dive into a data-driven approach to revamp your dental practice!
Guest: Dr. Benjamin Burkitt
Practice Name: We Care Dental Care
Check out Ben's Media:
Website: https://www.raisingdentalincome.com/
Facebook: https://www.facebook.com/benjamin.fowlerburkitt
Email: ben@raisingdentalincome.com
Other Mentions and Links:
Dr. Burkitt's Other Podcast Episodes:
Software/Services:
Insurance Companies:
Books/Publications:
- The Dropping Dental PPOs Playbook: A Guide to Going Out of Network Without Going Out Of Your Mind
- The Goal: A Process of Ongoing Improvement
Establishments/Brands:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Ever feel like your top talent is just slipping away from your practice? On today's solo episode, I'm introducing a game-changing tactic designed to stop that revolving door: the "Stay Interview". Forget about exit interviews - this is about understanding what keeps your team members engaged, satisfied, and eager to stick around. I share and dissect five incisive questions recommended by renowned CEO coach, Eric Partaker, that bring the mindsets of your staff into sharp focus and help you create a thriving and retention-friendly environment in your office.
6 powerful questions for your "Stay Interview":
- What do you enjoy most about your role?
- What challenges could I help you with?
- What would you love to learn to help you grow?
- How fulfilled are you on a scale of 1-10 in your role?
- What would you change about our company goals?
- What's one thing I could do to be a better leader?
There's no need to wait for a farewell handshake to gain clarity into how you can meet your employees’ needs better. Hit "play" now to learn how to keep your dental practice buzzing with satisfied, dedicated professionals!
You can check out Eric Partaker's media here:
LinkedIn: https://www.linkedin.com/in/eric-partaker-5560b92/
Mentions and Links:
People/Public Figures:
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: All right. So one piece of advice, for this Monday morning episode is something I found. so I follow someone on LinkedIn, Eric Partaker, really great guy. He's a great person on coaching people on how to be a CEO. And I'm going to share my screen now.
So if you're watching, or if you're listening to this on podcast, you can continue to listen, right. But at the same time, I want to show you Just so you can see it. So This is a little bit might be controversial might not be but exit interviews my opinion Same I've kind of read from this guy is exit interviews are reactive and they're too late And here's why you should use something called stay interviews Adam Grant Advocates the use of stay interviews Adam Grant is famous author and he's written a lot a lot of books but he advocates To use stay S T A Y interviews over exit interviews to retain your best people. It's an essential tool for every leader to make the most of your top talent. Now there's six powerful questions for you, to use during the stay interview, right? That means, your employees still. You assume that they still love their job. You haven't really seen that they've given you signs of quitting or anything like that.
You know, you just, they're just great people. They're a great employee and you want to keep them happy. You want to keep your best people. So here's the six questions and then I'm going to dive a little bit deeper on each question. Number one, what do you enjoy most about your role? Two, what challenges could I help you with?
Three, what would you love to learn to help you grow for? How fulfilled are you on a scale of one to 10 in your role? Five, what would you change about our company goals? And then six, what's one thing I could do to be a better leader. Now, uh, I'm going to keep the questions on here in case you want to write them down, but I'm going to go a little bit deeper into them.
So if we go back to one, right the first question is, what do you most enjoy about your role? And this is a really, really easy place to start, especially if you are doing the stay interview, right? Just ask them, And then celebrate their successes and focus on their strengths, right?
Everything they've done, focus on their strengths and then create more opportunities for them to do more of what they enjoy. So if they're like, I really love talking to the patients when they come in and saying hi and offering them coffee and also create more opportunities for them. So that's number one.
Number two, what challenges or frustrations could I help you with Recognize that, you know, it's not always smooth sailing. That's what this question recognizes, right? Like, Hey, I know it's not easy breezy all the time. We have rough times. So utilize this question, identify barriers or obstacles. And then find ways to lighten or remove them.
So they're like, you know what? I love it. But then it's just, I hate the fact that like, whenever we, I, the new patient comes in, all these things, the phones are ringing off the hook and I can't even greet them and you don't have to go to the phones and stuff like that. See how you can work together, right.
to remove that or lighten that load. Number three, what would you love to learn that would help you grow? This is super important question. Keep an open mind for whatever comes next, whatever they're going to tell you next. For example, a desire may be to, they want to be a dentist. They're a hygienist.
They're like, you know what I desire is always be has been to be a practice owner, or it's been to be a, an associate, or, you know, I would love to go back to dental school. Keep an open mind. Or maybe they want to take a course, right? They want to get into something specific. keep it up in mind and support skill development on one offer group basis, right?
Don't just bypass it or just ignore it. Support it. If you can. Four, how fulfilled are you on a scale of one to 10 in your role? That's the question you're going to ask. Now immediately follow up with what's one change that you would increase your score by just. Half of a point. So the first question, remember number four, Hey, so how fulfilled are you on a scale of one to 10 in your role?
And if they tell you nine, if they tell you eight, seven, six, then say like what's one change that would increase your score by just half of a point. And then let, hear them, hear them out. I keep asking, what else? Adding additional half points, right? Okay. What, what, what? Oh, one thing that would help is, um, you know, if we got to know the team more and, uh, you took us out once a month to eat dinner, right?
And be like, okay, wow. Okay. And what else? You know, we do that. And then if you're 5, but we'll make it to a nine. And then kind of keep asking what else, right? Take special note of anything not previously mentioned. Number five, if you could change our company goals, what would you start doing or stop doing?
Okay. This is an incredibly powerful question because people often have strong views on where to focus and where to let go. So even if you don't agree. The person will feel valued and heard. you definitely want to slip in this question. If you could change our company's goals, what would you start doing or what would you stop doing and be open to it?
Listen to them. And number six. What's one thing I could do to be a better leader for you? And then what's the next thing right here? It's a simple, straightforward, but equally powerful question. Because if you want to know how you're doing as a leader, you need to ask those that you lead. So these questions will help you during the stay interview.
And it most importantly. Will help those, team members in your team who you just absolutely love. It'll teach you to keep your best people, right? This is data you're collecting. You're going to start utilizing and implementing in your practice to make sure your culture, team environment, the positivity, the optimism, all that stuff is shining all the time.
And they're performing their best. They're seeing this as from a job to a career, to a place that they absolutely love. Exit interviews on the other side, they're reactive, right? They're incomplete and it's way too late, but stay interviews. They're proactive and empowering. They uncover needs, concerns, and aspirations.
They address potential issues before they blow up, huge. And they boost morale. Unlocking greater potential. Ask yourself, which type of leader do you want to be? Which type of culture do you want to create? How important is it to retain your best people? That's the most important question. You have those people on your team right now.
How important is it to retain your best people? You can call these like performance reviews, or you can just call them stay interviews, right? When there's no performance to review or anything, they're doing fantastic. They're doing great. They're at the top of their level. You will stay interview, work, stay interviews into your leadership toolkit, conduct them regularly.
Listen to their responses. Most importantly, act, act on the feedback. You will improve retention and create a positive culture and both your people and company will thank you. So those are my thoughts on stay interviews over exit interviews. Let me know your thoughts. Do you agree disagree? Let me know if this has helped the questions will be in the show notes below as well And as always thank you so much for tuning in If you want to know about this episode or further episodes, you can definitely join the facebook group the dental marketer society And at the same time, um, i'm also going to put these questions in the facebook group as well So you can check them on the show notes below or you can join facebook group as well Thank you so much for tuning in and i'll talk to you in the next episode
Ever wondered how to navigate life’s big challenges while single-handedly running a dental practice? In this episode of The Dental Marketer, Dr. Melissa Torres details her journey from contemplation to execution and her eventual success in the realm of dentistry. Despite the weight of decisions, self-doubts, and life's unexpected turns, Melissa persisted, primarily banking on personal introspection and journaling for clarity and direction. She exposes her innovative approach of assembling a team with less experience but a profound willingness to learn, crediting social media as a primary platform for recruitment.
What You'll Learn in This Episode:
- How personal introspection and journaling can help gain clarity and purpose while facing significant decisions.
- Insights on how to effectively manage consultants and contractors for the success of your business.
- Melissa's unique approach to recruitment and why she chose to train newcomers instead of hiring experienced professionals.
- Strategies for coping with unforeseen setbacks and staff changes before and after launching your practice.
- Melissa's experiences and recommendations about different companies she associated with while setting up her dental practice.
- A personal story of managing a profound personal loss while still handling the daily operations of a thriving business.
- Harnessing the power of social media not just for brand visibility, but also as an recruitment tool.
Listen as Melissa shares her riveting journey of ups and downs in the dental industry and her association with companies like Darkhorse Tech that helped play a pivotal role in actualizing her vision!
Guest: Dr. Melissa TorresPractice Name: Miel Dental AestheticsCheck out Melissa's Media:Website: https://mieldentalaesthetics.com/
Instagram: https://www.instagram.com/drmelissatorres
Email: inquiries@drmelissatorres.com
Other Mentions and Links:
Get a head start on 2024 with the Ground Marketing Course and receive $419 off your purchase with the code "practicelaunchpad"! You can sign up here: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Companies/Software/Services:
- Open Dental
- Ideal Practices
- Identify Designs
- Darkhorse Tech
- Cisco
- Casper
- Transcendental, LLC (marketing company)
- Google Ads
- Indeed
People/Communities:
- Dr. Ashley Dawson - Dawson Modern Dentistry
- Dr. Taher Dhoon
- Dr. Christopher Green
Books/Publications:
- The Practice Launchpad: Insights From The Experts: Unraveling The Complexities Of Practice Ownership
Establishments/Brands:
- Howard University
- Target
- Starbucks
Products:
- StairMaster
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Curious about the secret to increased productivity? Hint: It's not multitasking! In this week's Monday Morning Episode, I'm picking the brain of Dr. Alan Mead, diving deep into why multitasking isn't necessarily the powerful tool it's made out to be. Dr. Mead deconstructs the myth of multitasking and shares why focus could be your most underutilized asset. We'll learn how to identify these moments in our own lives and redefine our work habits in a world brimming with distractions.
What You'll Learn in This Episode:
- The real truth behind multitasking, and why it might not be as productive as you think
- The importance and power of focused single-tasking
- Self-reflection on the golden era when multitasking was revered
- The difference between truly multitasking and simply rapid task-switching
- How to identify moments that require our undivided attention
- Insights into the struggles of maintaining focus in a digital landscape
Step right up, heed Alan's advice, and propel your week towards productivity and concentration. Let's debunk the myth of multitasking together!
You can reach out to Dr. Alan Mead here:
Website: https://meadfamilydental.com/
Facebook: https://www.facebook.com/alanmead
Podcast Instagram: https://www.instagram.com/very\_dental\_podcast/
Mentions and Links:
Tools/Software:
If you want your questions answered on Monday Morning Episodes, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Alan. So talk to us. What's one piece of advice you can give us this Monday morning?
Alan: So when I got your invite, I wanted to make sure that I, I came up with something maybe a little different than what I've said before. so podcasters and people who listen to podcasts. are the only real people I think that, that can actually do multitasking in real life.
So, my, my, uh, my advice is to, to stop trying to multitask. And I'll tell you, multitasking is actually a myth. I, it's not talked about as much now as it used to be, but I remember probably 10 years ago, man, it was all about, multitasking. You have to be doing, you know, 10 things at once all the time to be productive and all that stuff.
But what's really interesting is when you think about what multitasking is, it's like one person that's able to do or think about or whatever, multiple things at the same time. computers are really good at this, right? Like that's why we invented computers. They can run different processes all at the same time.
And the more processing power, the more things you can do humans, because we only have so much focus really are not good at this. what we're really doing is we're just switching our focus really quickly. And what happens in my experience is that it's just tasks switching rather than doing multiple tasks.
And it seems like for tasks that, okay, you can do this. A little bit when you are, when one of the tasks is something that's already automatic, for instance, why can you listen to a podcast and totally concentrate on it when you're driving to work? Because you've driven to work a million times and you know, you've been driving for how many years and it's just kind of automatic.
And so you can actually concentrate on the thing. But if you try something like I, I, this is my classic thing. I'll get on the phone with a friend and then I'll sit down at my desk and I'll try and answer emails while I'm having a conversation. I can't do it. what I ended up having to do is say, you know what?
I'm distracted as heck. I got to call you back because I got to get this thing done. I can't do it at the same time. And if you think you can, you're probably doing both of them really poorly. I mean, that's the, you know, so, so the only real multitasking I think is if you're able to listen to something while you're like driving or doing exercise or yard work or something like that.
And thus as podcasters, we kind of love that because We can actually kind of participate in, in the only real multitasking, but like for tasks that require real focus, I don't think it's possible. I don't know. You might push back on, I just don't think that there's such a thing that you can really do well.
So the trick is to, understand that as human beings, we only have so much focus at one point and kind of protect that focus as best you can. What do you think about that? You think that's a good tip or do you think that's garbage? No, I think it's
Michael: good. I, I, I. 100 percent agree. I think we just are really good at managing distractions
Alan: Or not good at it as the case may be. Yeah. There you go.
Michael: Not good at it because a distraction comes up. We're like, Oh, we got to do that. Oh, another thing comes up. I think we've transformed the word priority to like priorities and there's no such thing as that. It's just like, you got to put that one thing in the forefront and do it.
Yep. But then we're like, we're gonna multitask at the same time and then that's when you are just distracted at the time. So then how did you help yourself with that? Like, uh, or how did you come to that conclusion?
Alan: You know, I've heard about it. When you asked me to come up with something, I realized that I do that quite a bit with the phone thing.
Like, I think, okay, I'm just on the phone. Okay. So, like, I love talking. If I'm going to talk to a friend on the phone, I like to be driving and I have a commute. I got to drive. 40 minutes, one way to work. So I have a lot of time to either listen or talk on the phone or whatever, because that the other things, the automatic thing, but then sometimes I'll get home or I'll get to work and have something I'm going to try and do and still be on the phone.
I can't do it. I can't do it. And, and, and I realized that that both things I'm trying to do, I do more poorly. and so I've come to realize that that focus is just for me, it's not even a really hard thing for me to come to grips with. I think I really am just not any good at the thing, but what I have to realize, I have to understand that I'm trying to do two things at once.
That's the thing. So lately I've really understood. So what, what is my focus need to be on at this moment? And I mean, mind you. As a dentist, that's not hard for me to, you know, the focus is on the patient, the procedure, what's next, that sort of thing. That's, but, but a lot of times it's like, as you know, uh, producing content, podcasts and stuff, you're sitting at a desk
I have, the entire internet in front of me if I want it. so it's really hard sometimes to focus on what you need to get done versus what's, what's available on the screen, you know, so you have to really, and I'm not great at that all the time, but it is funny when I, particularly when I'm editing podcasts, um, I get into a flow state a little bit.
I I'm able to, to, once I get into it. I usually am into it enough where the other stuff kind of goes away and I'll like look up 30 minutes later. I'm like, wow, I got a bunch done. And I didn't amazingly didn't look at my, you know, my email or something like that. So it's just understanding how focus actually works, I think is, is the big tip for me. to
Michael: you, when you talk about your state of flow and you're productive, like the most time that you're productive, do you realize like Oh, I'm most productive when I'm this time of the day or this time of moment or
Alan: it's
funny. I,
not really because I am not great about saying I'm setting aside this time to do this.
I should be. I really should be having done this for as long as I have. I really should be, but I don't a lot of times, a lot of times I still put myself on a deadline where I'm, I'm, I'm right up to it. I kind of know in the back of my mind, once. Once I dive into it, once I actually commit to doing it and, you know, literally open up the software and start going, I'll fall into it.
I know that I will. so I'm not, there isn't a particular time of day, although I'm not worth much in the evening at all to tell you the truth. So if I'm doing anything, I do it in the morning. I went to a three day, three clinical days. with the idea that I was going to use my Mondays is sort of doing the admin and podcast stuff. that's worked out somewhat as you know, a lot of times when you open yourself up to interviewing at X time, you know, especially when it's during the day, which is when I'd like to do it rather than, you know, after I put my kids to bed or whatever, lot of times people can't, can't do it then. So you still have to be kind of flexible with that.
But yeah, I mean, I, if there's a particular time of day, it's probably morning, but, but the reality is it's. It doesn't always work out that way.
Michael: Gotcha. So then switching over to this, when it comes to your life now to like clinical work and you managing the practice and everything like that. Yeah. How does that translate to that? Uh,
Alan: it all kind of, it's funny because, um, I think people, particularly people who love clinical dentistry or who, who kind of focus on clinical dentistry, the admin stuff is so easy to procrastinate on. But what I've always, okay, this is the classic thing. What I've noticed is once I procrastinate to this day, I'm I'll go for a while where I'll have all my stuff done early in the month and I get it off and I feel great about that.
And then there'll be a month where I just didn't jump on it. And so it gets bigger in my head, the big, the admin stuff that I have to do. And it's so, and honestly, it's, it's causing me pain for longer because I'm putting it off. Cause you know, once you get into it, you just start going with, if you can put your focus on this stuff, knowing you have to get, and sometimes it's fine.
If you break up in pieces, if you know, you don't have time to do all of it at once, if you can break it up in pieces and put your focus on that and get it done, I have to say the, there's a, the sense of accomplishment of getting it done earlier, rather, rather than letting it torture you over the month or whatever is. Really great. But I, it's, I'm, I'm a slow learner and a fast forgetter because I, like, I, I sometimes forget how great it feels to have the stuff, the monthly stuff, let's say done early in the month rather than holding on to the last second. but like I said, once you understand your focus is your focus, uh, I, I think that, works better that way.
Like you can kind of fall into it and get the job done and keep the fricking browser windows closed when you're doing that. Just do what you got to do, you know?
Michael: Yeah, and I think that's the tough part, like, especially if you're like, okay, I know I focus really well if I wake up early, don't have my phone with me, have the, but, man, I'm not gonna lie to you, like, maybe 8 times out of 10 I'll do it, you know what I mean, and then, like, the 10th time.
Well, yeah, so,
Alan: because the story is, you're, you're, uh, All this admin stuff that you do a lot of times is already in a browser. So it's like, you're already kind of like, wow, I got to use a browser. So it's, it's a, and so you get kind of sucked into stuff, you know, like let's say I'm, I'm working on financial stuff and QuickBooks online and then I'll have a bank, I'll be in the bank website.
And then in, in the stories, like it, all it takes is one button to click and you're, you're doom scrolling somewhere else. It doesn't, you know, in, I'd love to say I'm super, uh, super disciplined about it, I'm not, and actually. Sometimes you want to give your brain a break when you've been, particularly with numbers, if you're, uh, give yourself a break, but it's, you got to make sure you reel yourself back in.
You can't give yourself too much time because time gets away from you when you're doing that stuff. Yeah.
Michael: Do you find yourself like What is the biggest time suck for you where you're like, my gosh, like I, I just spent like as you're waiting something to render or like you're waiting for yours or anything.
You're just like on your phone. What do you feel like that is
Alan: Instagram is deadly because it's all visual. It's all pictures and videos. I can lose myself. And I mean, anywhere between, you know, Mountain bikes, cooking and cat videos. And, you know, Instagram is just literally it's, it's invented to try and take time away from what you should be doing.
And, and honestly, I, most people use their phone. I'm Instagram on a browser is pretty great. Like it's even bigger. so most people use their phone. Of course, it's much easier to post stuff on your phone, but you can, you can consume it pretty well on a browser. So that's, I have to, I have to put that stuff away.
All right. Or I get sucked into it.
Michael: If you do it on a browser, I think that would be. Because on the phone, I feel like you can take it. You know? They even need that. You take it anywhere. Yeah. Yeah. Uhhuh, they have a, a thing now where it's like another app, but you make your whole phone black and white and great.
Alan: Right, right. Yeah. I, I've done it. I've, I have the app. Guess what? You can also turn that off. , . I mean, I paid for the app. I paid for it, and it was helpful. It was helpful, but I also, like you got, you gotta be committed to keeping the app like that. It's, it's not a forever thing. Like, and, and I'm not quite willing enough.
This has been a journey over some years. What I tell myself is like, there's not enough good, there's more bad than good with, with that because of the time suck and all that stuff. I still haven't quite been brave enough to, to get rid of it completely. Cause I, cause I really do like it. I enjoy it. And I, and I interact with a lot of my friends on those apps too, so.
Yeah.
Michael: Interesting. Why'd you turn it back on?
Alan: Oh God, because, because here's the thing I was using, like, let's say Instagram. I was using Instagram. Anyhow, I would just do the workaround, what, what happens is it lets you do it, but you have to search for it. So it's not like it doesn't, you can make it so you can't open it, but if you can still open it, you're just doing the workaround.
Well, after a while, you're just like, okay, the workarounds pain. So you just go away from it. But like, if you're, if you're in a good spot, It's probably good to have it. And I have to say, I am not drawn to my phone as much as I am a browser. I'm, I'm much more likely to be on a computer. If you can see my office right now, I literally have a, my screen is, is literally, it's the width of three giant computer screens.
It's like, so I'm a browser guy, big time. That's in. So the reality is, you know, I make my phone do all that stuff. I'm still going to jump on a browser anyhow. So, yeah, yeah,
Michael: yeah, that's good, man. That's good. Well, so moral of the story is. Distractions, right? Or
Alan: multitasking, multitasking distractions and understanding you only have so much focus.
Yeah.
Michael: Okay. And then that multitasking is basically a myth.
Alan: Yeah, it is a myth. It absolutely isn't. Actually, you can look into, there's a fair amount of actual peer reviewed research that proves it as much too. But all you have to do is try and answer your email while you're talking to someone that you actually want to talk to.
You realize it's a myth. You can't do it. It doesn't work. Yeah.
Michael: So when we see like on a resume, I'm great at multitasking.
Alan: Yeah. No, you're not. You're, you're, you might be good at switching back and forth really fast, but you're not good at multitasking unless you're a computer. Yeah.
Michael: No. Awesome. Alan, I appreciate your time.
Thank you so much for being with us. If anyone has further questions or concerns, or they just want to reach out to you, where can they find you?
Alan: Oh, probably. I mean, I'm on Facebook and Instagram is very dental podcast or myself. that's your best bet. Actually, actually, after I told you to not use Instagram, find me on Instagram at the very dental podcast.
That's, that's your easiest way, probably.
Michael: So guys, that's all going to be in the show notes below and Alan, thank you so much for being with me on this
Alan: Monday morning. You bet. That was great. Thank you.
Are you ready to soar into a new year armed with wisdom from the experts and fellow doctors? Each guest from this year shares their unique take on various topics that encompass what it takes to run a successful dental practice. From honing your focus to understanding patient experience, it's a treasure trove of advice that you won't want to miss!
What You'll Learn in This Episode:
- Why maintaining laser-like focus can enhance productivity and lead to success
- How negotiating contracts can make or break your dental practice
- Techniques to adapt to changes in the dentistry world
- The role kindness plays in a thriving dental practice
- Essential financial planning strategies specifically for dental practices
- HR tips for crafting a clear, effective handbook
- The strong connection between professional boundaries and a successful dental practice
- Why patient experience is critical and how it can be the key to success in dentistry
So gear up to gather the pearls of wisdom shared by our guests in the last episode of 2023. You've heard snippets of their advice throughout this year, and it's time to tie it all together as we bid farewell to the year and charge ahead into a promising future.
Hit that play button and let's dive into a successful new year!
Guests: Dr. Avi Patel, Dr. Eric Appelsies, Dr. Kristine Grazioso, Dr. Michael Sonick, Dr. Noel Liu, Dr. Sana Yusuf, Dr. Sundar Jagadeesan, Dr. Syed Shahabuddin, Dr. Zhanna Konovalenko, and Lisa Simone RichardsCheck Out Their Media:Dr. Avi Patel:
Website: https://www.clearaligneradvisor.co/
Past Episodes:
438: DR. AVI PATEL | CLEAR ALIGNER ADVISOR
Dr. Eric Appelsies:
Website:https://www.joinordo.com/
Past Episodes:
459: DR. ERIC APPELSIES | POWERFUL INVENTORY MANAGEMENT: FIRSTHAND EXPERIENCES FROM CLINICAL WORK TO CEO
Dr. Kristine Grazioso:
Website: https://drgrazioso.com/
Past Episodes:
465: DR. KRISTINE GRAZIOSO | SOUTH SHORE CHILDREN'S DENTISTRY – THE DENTAL MARKETER PODCAST
Dr. Michael Sonick:
Website: https://www.michaelsonick.com/
Past Episodes:
474: THE WOW EXPERIENCE: HOW CAN YOU EXCEED PATIENT EXPECTATIONS IN YOUR PRACTICE? | DR. MICHAEL SONICK
Dr. Noel Liu:
Website: https://securedentalgroup.com/
Past Episodes:
461: DR. NOEL LIU | SECURE DENTAL GROUP
Dr. Sana Yusuf:
Website:https://www.sanadentalstudio.com/
Past Episodes:
442: DR. SANA YUSUF | SANA DENTAL STUDIO & SPA
Dr. Sundar Jagadeesan:
Website: https://www.dentiq.nz/
Past Episodes:
460: DR. SUNDAR JAGADEESAN | DENTIQ
Dr. Syed Shahabuddin:
Website:http://www.311dental.com/
Past Episodes:
462: DR. SYED SHAHABUDDIN | 311 DENTAL
Dr. Zhanna Konovalenko:
Website: https://www.linkedin.com/in/dr-zhanna-konovalenko-the-dentist-coach-board-certified-orthodontist-1a4a3910a/
Past Episodes:
441: DR. ZHANNA KONOVALENKO | BURNOUT AND SELF-DOUBT IN DENTISTRY AND HOW TO BUILD TO A FULL FUTURE
Lisa Simone Richards:
Website: https://www.lisasimonerichards.com/
Past Episodes:
433: LISA SIMONE RICHARDS | HOW TO GET YOU & YOUR PRACTICE FEATURED ON LOCAL TV, NEWS, OR PUBLICATIONS!
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Today we're going to introduce a game changer in the dental practice management software world...
This is an innovative, all-in-one, cloud-based practice management software, and it offers an array of powerful features that are custom built for dentists by dentists ready to revolutionize the way you work.
If you are a start-up and decide to sign up with Oryx, they will NOT charge you a single dime, until you reached 200 active patients!
They are partnering up with all startup practice owners and making sure you succeed, fast!
Click this link to schedule a FREE personalized demo and to see more on their exclusive deal!
In this gripping episode of The Dental Marketer, follow the journey of Dr. Preeya Genz, from her early dreams of becoming a dentist to becoming the proud owner of her own practice, "the Whole Tooth," in Dallas, Texas. Dr. Genz shares her experiences working in different environments, including high-stress Dental Services Organizations (DSOs), sharing their impact on her career, her values, and her life. Listen as she talks about her dream boutique practice, how it faltered, and the trials she faced while working in her second DSO. Gain insight into her attempt at a practice partnership, the reasons why it didn't pan out, and the leap of faith she took to win her dream by purchasing her own practice on a loan.
Tune into The Dental Marketer today to hear Dr. Genz's journey navigating the highs and lows while pursuing her dental dream!
Guest: Preeya Genz
Practice Name: the Whole Tooth
Check out Preeya's Media:
Website: https://www.thewholetoothtexas.com/
Instagram: https://www.instagram.com/thewholetoothtexas/
Facebook: https://www.facebook.com/TheWholeToothTexas
Other Mentions and Links:
Tools/Resources:
Locations/Establishments:
Businesses/Brands
People/Communities:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
What You'll Learn in This Episode:
- How Dr. Genz's early exposure to dentistry shaped her career path.
- The struggles she encountered working in a high-stress DSO environment and how it influenced her values.
- The ride of running a boutique-style dental practice and the economic downturn that led to its demise.
- The impact of changing management practices and policies on overall work environment in her second experience with a DSO.
- The reason behind her decision to buy her own dental practice.
- The maneuvering skills needed to team build and set professional boundaries, inside and outside the office.
- How to strike a perfect balance between a career as a healthcare provider and a business owner.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Join us on today's episode of Monday Morning Marketing, as we connect with, Zeke Kuch, CEO and co-founder at Swell. We take a deep dive into reputation management in the dental industry, discussing the paramount role Google reputation can play in your practice's overall standing. Understand why review frequency and good ratings matter and learn when to ask for patient reviews to get the best results. Zeke navigates us through the trying times of negative feedback and teaches how to effectively use them as stepping stones to refine your practice.
What You'll Learn in This Episode:
- The value of maintaining a positive Google reputation for your practice
- Why a high review score, a substantial number of reviews, and frequent review activity are crucial
- Tactics to encourage patients to leave reviews through various channels
- Strategies on combatting negative reviews and converting bad rep into progress
Tune in to Monday Morning Marketing today! In the game of reputation, you can't afford to be left behind. Join Zeke Kuch and empower your practice with an impeccable online presence.
You can reach out to Zeke Kuch here:
Website: https://www.swellcx.com/
Email: zeke@swellcx.com
Facebook: https://www.facebook.com/zeke.kuch
Linkedin: https://www.linkedin.com/in/zekek/
Mentions and Links:
Tools/Software:
People/Communities:
Brands:
TV/Publications:
Terms:
- NPS - Net Promoter Score
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Zeke. So talk to us about reputation management. What advice, suggestions, or methods can you give us that will actually help us attract new patients this way, or just help us overall with
Zeke: our reputation management? Yeah. Thanks, Michael. Appreciate it having me join today. Um, well first let's, let's just define what reputation management really means.
So we, the way I look at reputation management, there's really two parts of it. There's first like managing your actual reputation or, you know, monitoring what people are saying about you on public forums like Google or Facebook or Yelp or health grades, whatever it might be. And then there's what I consider reputation or review solicitation, which is the act of like.
Getting more reviews or more feedback from patients on those same review side. So when you talk about reputation management, I look at as twofold monitoring and managing and learning and getting feedback, but also the proactive approach of making sure that your patients. Are frequently, you know, getting the opportunity to deliver reviews, whether that's via text message or email or QR code or whatever it might be.
So I like stating that first, because at the end of the day, like those are what, what swell does, and that's kind of how we felt practices grow on their digital footprint and build a reputation. but also giving them tools to help manage that along the way and get feedback and better improve the patient experience, et cetera.
So that's kind of my definition of, of, of reputation management. And then at the end of the day, like it really comes down to, and you know, you might've heard me say this on other podcasts or in speeches I've given, but like, Your practice is only as good as Google says it is. And so what I really mean by that is you could be either a startup, a brand new startup practice, you know, a fresh provider right out of school, or you could be a 15 year old veteran that's been serving thousands of patients for those years.
In reality, if Google says that you're a 4. 2 or a 3. 9 practice, or you have a 5. 0 score and very few reviews, You're really not that credible to the potential consumers or patients that find you online. And so when you really think about what reputation management means and why it helps practices grow and get new patients and you can build a business really around that, it really comes down to if you look good on Google, which is king of search engines, king of search in general, local search specifically, and we'll talk about local search in a minute, then you are more likely to stand out from your local competitor and you're more likely to win new patients.
And what does it take to do that? Well, in order to look good on Google, you really need to hit the three criteria. One, you want to establish a good review score. And so from our perspective, targeting a 4. 8 or above average review score puts you in kind of like the top percentile of, practices essentially.
So if you're getting compared to another practice down the street. Hopefully you have an overall better patient satisfaction score, aka Google review score to help you kind of, differentiate yourself a little bit from that local, competitor. The second is the number or quantity of reviews a practice has. good to have a good review score, but if you have a good review score in six reviews. You're just not that credible. It's like going to a sushi restaurant in San Francisco and you're trying to find one, you're looking on Yelp and one has a five star rating and eight reviews. And the other has a 4.
7 and 2000, one is much more credible than the other. And so that's another piece of reputation management that you want to think about score. Volume, because that's the social proof and then the last, which is actually probably the most important and you'll hear me preach about this a lot. It's really about around consistency.
How frequently or how recent was my last review or my last batch of reviews? And the reason why that's so important when you're trying to manage your reputation and grow kind of your digital footprint and dominate your local search rankings is that Google will heavily rank your practice based on a local search on proximity, keywords.
And recency of reviews. And so what you really want to make sure is you're not just getting a review or five reviews a month ago, but like, you know, every day or every couple of days, or even multiple times per day that you're seeing patients, you're getting the opportunity to get a review on Google. And again, that consistency or that recency of reviews.
Is going to heavily impact your local search ranking and as you know, uh, in any business, but particularly in the healthcare space, local search rankings is probably more important than your SEO will ever be more eyeballs. We'll see your Google, my business page, then we'll see your website. So ensuring that when someone searches for best dentist near me or a dentist.
Best pediatric dentist in my area or within a zip code or a specific city. We want to ensure that your search, your practice, your GMB page is showing up in the local map pack, which is basically the top three local search rankings. Again, heavily impacted by frequency. So if I were to recap this, it's You want a good score?
4. 8 or above is our recommendation. The average review score for Swell users is a 4. 98. So we're pretty proud of helping our practices get really good reviews. The second is volume. You want to make sure you have enough reviews to show credibility on that review score. And then the third is really about consistency.
Am I getting reviews on a regular basis? And the way to do that is by deploying services that allow you to get patients to leave reviews in the easiest manner possible, sending a text message after a visit. You know, in some cases, you might use QR codes, you might have them leave a review while they're in the practice.
There's pros and cons to some of these things, but the idea is that you want to have an offensive approach, or what I would consider a proactive approach, at soliciting feedback from your patients that is going to be driven to sites like Google, uh, where you can, you know, kind of dominate those local search rankings.
And at the end of the day, this really comes down to new patients. You know, when someone's searching again for a new provider, a new doctor, a new dentist, a new plastic surgeon, a new pediatric dentist, whatever it might be. We want to ensure that when they're making those search terms, your practices or practices using Swell or whatever it might be are showing up in those local search rankings.
So that's all about new patient flow more than anything else. And really, if you think about it, Michael, if you dumb it down to like the easiest form, we live in a consumer driven world, where if you're, if Michael's jumping on Amazon looking for products, he's looking for some new Nikes or something, the reality is you're going to heavily be persuaded based on what other buyers, their experience was, you're going to look at the reviews and ratings of the seller and the products, and that's what's going to help drive that purchase.
It's no different when choosing a healthcare provider. Gotcha,
Michael: man. That's a lot. So there's a lot. So a couple of questions I wanted to ask you, uh, when it comes to this, I know you mentioned, uh, the three things, right? And consistency is one of the last ones. To be implemented, or I mean, like you should always implement consistency.
What is consistent when it comes to this? Cause I feel like some people sometimes say, Hey, you just got to ask. You just got to ask them. That's it. And, um, then some people say that's not enough. Uh, you have to message them. And then some people go granular and say, well, you got to message them at this time, specific moment.
And right. So in your opinion,
Zeke: what do you, what do you think? Yeah, I think, I think asking them is great, but I think that's usually the least effective, to be honest with you, because what happens is, a lot of times the practice will rely on the team members to ask, and right away you're going to have a failure right there, where team members forget to ask, or they don't do it, or they don't implement it, because generally what happens is if you're not incentivizing a team member to get new reviews, then they're not going to do it.
Um, they're not as motivated as the practice owner is, obviously, to get those reviews, so they end up not doing it. So, if you can instill those in your standard operating procedures of, like, training on it and making sure every time a patient gets checked out, that they're being asked to leave a review, that's one thing.
I think it's great. I think it helps. But I definitely find it to be the least effective. what we tend to find the most effective is by telling them they're going to have the opportunity to leave a review and then at specific times per day, sending out requests both via text message and email in a branded personalized way that looks like the provider themselves sent the invite to ask for that feedback or ask for that review.
We find that to be the most effective way. One, patient knows they're going to get the opportunity to leave a review. Two, it's being sent directly to their device. So in one click, they can be, you know, pushed into Google or Facebook or health grades, you know, wherever the practice wants to get their reviews posted.
And three, the patient can do it on their own time. They're not kind of being forced to do it right there in the practice. They can kind of do it on their own device, which they're probably already logged in on. And it just makes that overall experience, in our opinion, based on data, a lot more effective.
So, uh, you know, we're big fans of asking, but we're definitely bigger fans of leveraging tools that already exist. Um, there's several, you know, software systems out there similar to Swell that allow you to request those based on certain types of procedure codes or appointment codes, whatever it might be to help, you know, ensure that every patient is having the opportunity to post a review on one of those public sites.
Michael: You mentioned specific times in the day. Do you recommend more than once a day? We send that like, Hey, we send an email later and then a text or.
Zeke: Yeah, that's a great question. So based on data that we've tracked for about the last seven years now. We found that actually sending these requests once a day or typically at the end of every business, like business day is the most effective. we used to think that sending them right after the appointment was the best time and it turns out that's actually the worst time based on conversion rates. And the reason for that is, if you think about it, Michael, if you were to go to your provider today, so you go to Dr. Ashley Hovis today, you get treated, you leave, and you know, you're probably getting treated sometime between 9 a.
m. and 5 p. m., right? And which means you're likely going back to work, back to school, picking up kids, doing something in the middle of the day, which is typically when the normal human is busiest. You know, those hours during the general working hours of, you know, eight to five is generally the busiest time per day for most folks.
And what me, what that means is if you're trying to get a review from them, whether it's a text message or an email, or even asking them, It's likely on the bottom of their priority list, right? But if you send it a request to them, let's call it around 7 p. m., 8 p. m. They're at home. They're already done with their busy day.
They're scrolling through Instagram or they're watching Bachelor in Paradise or whatever it might be. That's when people typically have the most downtime. And that's when we find the highest open rate of our text messages and the highest review rate. So we are big fans of actually sending these typically after standard working hours on the same day of the visit. that's based on data that we've tracked for the last seven years. and that goes against what we originally thought would be most effective, which is sending it 15 to 20 minutes after the appointment. Uh, we just found that that's when people are busy commuting or doing those things that we talked about before.
So yeah, big fans of sending them at a specific time per day, end of every business days, generally how we recommend it.
Michael: Okay. And then one thing I wanted to ask you is, I know you talked about the score, right? Having a 4. 8 review score end up is, is probably, you know what I mean? You see the great conversions with that.
How can someone, let's just say, Hey man, I got about a hundred and 200, but my, our reviews, I mean, we acquired another, it's, it's at two, it's at 2. 1 or two. You know what I mean? How can we start climbing back up? And in the right way, and maybe like they just got another new patient and then that patient just so happened to leave them a bad review and you know, their names in it now and they're like, ah, what can we do for, I guess, like the risk management here?
Zeke: Yeah, that's a great question. And honestly, if that's happening to a practice, so if anybody's listening and your practices, let's call it like below 4. 5 and honestly, maybe even 4. 7, but I'll use 4. 5 to be a little more conservative here. you have bigger problems. So the reality is, is the average review score of swell users were thousands of practices.
The average, the average review coming in is a 4. 98. Most patients like their provider. They have a good experience. If you have below a 4. 5 average, there is something fundamentally wrong within your practice. Whether you have a bad team member who's creating an unfortunate experience for the, for the patient, or you as a provider have some improvements that need to be made, you should be really looking at the feedback, this negative feedback that's getting posted online, and try to extract some trends on where you can improve the patient experience. it doesn't happen a lot, but we do see it by the way. And the reality is, is I would take that data. Those negative reviews are probably more valuable than the positive reviews because you're getting the opportunity to get feedback, to improve your operation. my general recommendation is.
Use that data, take it to heart, use that in your team meetings, find out what the challenges are, find out where the shortcomings are, find out where patients are having a bad experience and improve it immediately. that's my takeaway there. It's less about how do I just try to bury those reviews?
Cause there's tools again, that are going to solicit and help you drive those positive reviews from those happy patients, that's really what it comes down to is being proactive against it versus like reactive to your review solicitation. If you have bad reviews coming in, you have a bigger problem. You got to fix your problem first.
And, uh, if that's a trend, then you got to fix it. and just so you're aware, there's tools to help you find out what those trends are. So like, obviously, Swell, we do review management, but we also do NPS and private surveys. So that might be a strategy before you start blasting your patients with the opportunity to leave public reviews.
Capture private feedback before that. Try to find out what your general NPS score is. Try to find out what your patient satisfaction scores are in a private manner before you start, you know, pushing them to public review sites. Most practices have a really high review score. There are some that you're mentioning right now that have those challenges where they're far below, you know, 4.
5. And those are the practices that lose out on new patients every day. Cause they're going to choose the provider in their local market that has a significantly better reputation online.
Michael: Yeah. And I like that idea because I feel like, especially if you acquire new practice or, you know what I mean? You kind of like say, okay, let's, let's figure this out.
Well, what was the issues with the private, right? Like you said, I'm sending out the patient surveys and the NPS.
Zeke: Yeah. NPS. Yeah. Net promoter score, which is, you're not familiar with net promoter. And those listening who aren't net promoter score, everybody's probably received on their life. You're a flight Delta.
They send you like 10 of them after every flight. it's basically a survey. It's a one question survey that says on a zero to 10 scale, how likely are you recommend us to a friend or colleague? And that's kind of like the standard business question when it comes to patient satisfaction still being used by a majority of, you know, the fortune 500 companies.
still being used by a lot of dental practices that we work with. You see it primarily being used by DSOs on a regular basis because their private equity groups typically require it. But if, if you're not using anything right now to pulse your patients on a private standpoint, I have really recommend you do it just to find out what your baseline NPS score is.
Hmm. Swell does that, right? Yeah, we do.
Michael: Correct. Okay. Nice, man. Awesome. Zeke. I appreciate your time. And if anyone has further questions, you can definitely find them on the dental market or society Facebook group, or where can they reach out to you directly?
Zeke: to reach out to me directly.
You can email me as Zeke at swell CX dot com. I'm happy to fill those emails. swell CX dot com is our website. Well, season charlie X is an x ray dot com. and then obviously you can connect with me via Facebook or linked in some of the other social sites. Not super social on a lot of those, but I do my best to respond. trying to be better and, uh, at being more active on those social sites. But, uh, yeah, happy to engage with anybody who has any questions about whether it's public reputation or private feedback. I'm happy to be helpful in any way I can.
Michael: See, we appreciate your time and thank you for being with me on this Monday morning marketing episode.
Zeke: Absolutely. Thank you, Michael. Appreciate it.
Today I want to tell you about our sponsor for this episode, Olsen Dental Chairs!
Imagine you're a dentist and you spend your whole day around the chair... Well, Olsen has over 40 years of experience in making those long hours as comfortable as possible for both the dentist and the patient!
If you're a dental professional looking for high quality, cost effective, dental equipment, check out Olson dental chairs!
Click this link and mention this episode for a limited time FREE installation with your purchase!
Guest: Rhonda Kalasho
Practice Name: TruGlow Mordern Dental
Check out Rhonda's Media:
Practice Website: https://glomoderndental.com/
Email: rhondakalasho@glomoderndental.com
Instagram: https://www.instagram.com/dr.rhondakalasho/
Facebook: https://www.facebook.com/dr.rhondakalasho
Other Mentions and Links:
Tool/Resources:
Companies/Brands:
Terms:
- HMO
- Medi-Cal
- ROI - Return on Investment
- EBITDA - Earnings Before Interest, Taxes, Depreciation, and Amortization
- Wet Dentistry
- OL - Oral Leukoplakia
- AI - Artificial Intelligence
- SEO - Search Engine Optimization
- PPC Ads
- LLC - Limited Liability Company
- S Corporation
- C Corporation
- W-2
- Cavitron
- Piezo
Locations/Establishments:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
What You'll Learn in This Episode:
- Dr. Kalasho's journey from graduate to successful entrepreneur owning multiple dental practices.
- Understanding contracts and the importance of developing sound business acumen.
- Insights into partnerships and dental practice acquisitions.
- Using dental insurance as a financial safeguard while maintaining quality care.
- Implementing AI in dental practices: from patient care to insurance dealings.
- The role of tax planning and smart investments in building wealth.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
In this episode of Monday Morning Marketing, we're stepping into a compelling discussion with Dr. Len Tau as he delves into the under-appreciated powers of reputation marketing. Exploring the crucial shift from reputation management to reputation marketing, Dr. Tau shares invaluable insights and techniques to help you grow your dental practice. Learn how to unleash the full value of five-star reviews, the importance of a solid reputation culture, and how to automate the review process for maximum impact. Discover the best response strategies to both cheers and jeers from patients, so you're prepared for anything. This episode is packed with actionable strategies you can immediately implement to transform your reputation game and see a noticeable increase in patient satisfaction!
What you'll learn in this episode:
- The distinct differences between reputation management and reputation marketing and why you should transition to the latter.
- The importance of creating a reputation culture in your dental practice to spur five-star reviews.
- The best time and methods to encourage patients to leave feedback on review platforms, specifically Google.
- The role of automation in streamlining the review process, making it easy and convenient for patients to leave feedback.
- A guide to responding to reviews, both positive and negative, to maintain a strong online reputation.
Dive into today's episode and upgrade the way you handle your reputation strategy forever!
You can reach out to Len Tau here:
Website: https://www.drlentau.com/
Email: len@drlentau.com
Facebook: https://www.facebook.com/DrLenTau
Mentions and Links:
Tools/Software:
Terms:
- NAP - Name, Address and Phone Number
- HIPAA - Health Insurance Portability and Accountability Act
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Lynn. So talk to us about reputation management. How can we utilize this or what advice suggestions or methods can you give us that will actually help attract new patients through this form
Len: of management? So first off, thanks for having me. Number one, uh, number two, I will start off by saying, I am not a fan of the term reputation management.
Reputation management is in my opinion, an old marketing term. Where you are really worrying about negative reviews and hoping to find a way to get them off the first page of Google. I prefer a term called reputation marketing. So it's a way to generate five star reviews.
Whichever way you want to do it. Okay. And then market it to attract more new patients. So if you look at it that way, it's a much more current term. So if you're, if you're out there and you're looking for a company to use for, you know, website design, Google AdWords, and they say, we also do reputation management to me, they're not up in the, current.
You want to market your reputation. It's so important. And what does marketing your reputation allow you to do? It allows you to then do other types of marketing and the marketing is going to be so much more successful than it would have been if you didn't have the reviews behind you as kind of the foundational part of your, your Google by business page and stuff.
Michael: Okay. So then what can we be doing? What can we utilize or how can we utilize this to, to better effect? our marketing and attract new patients through that process.
Len: So in my opinion, the most important thing you have to do is find a way to get your patients to write reviews. And there's a very big difference between a company who says they generate reviews and a company who just sends a link to write a review.
Okay, there are many companies out there that you can use, and there's a lot of communication companies that fall into this, this sector that literally, they say they do reputation, but literally, literally, they're just sending a link to the patient to do a review. In that case, the patient has to do all the work.
Okay, all the work, they have to log in. They have to remember their password. They have to write everything down. They have to hit post and everything else. It's multiple steps. And that's why those products are not successful. In order to be super successful out there to get these reviews, put where you want them.
And you only really want them in two or three places, depending on your geography. Google always. Facebook and then Yelp, depending on where you are. So if you're in California, New York, Chicago, Miami, Seattle, Dallas, any large city like that, Yelp is going to have more clout than if you're in, you know, a town with 12 dentists.
I mean, Yelp is not going to be as important there. So you're really looking to get reviews on Google and Facebook. And why? Because everybody uses Google to find a local business. They're going to do dentists near me, dentists in my town, dentists in my zip code. And when someone's searching for a dentist or you, in fact, your Facebook page shows up on the first page of Google.
So you want to put these reviews where actually your current patients are looking for you, which is on a Google search. That's how you, you take reputation marketing to the nth degree by just finding a system out there. That automatically will get the reviews, allow the patient to auto log into their, account, and within a couple of seconds, they've got a text message and they can put the review directly on your Google My Business page.
That's how to take it to the nth degree, as I like to say.
Michael: Gotcha. So then it's kind of like a little bit of a battle when it comes to like the metropolitan areas, when it, like Houston, LA, stuff like that. Would you recommend, hey guys, Yelp, Google, and that like that, or just focus only on Google?
Len: No, in those specific cities like LA, San Francisco, you said Houston, Miami, you know, Chicago, it's, it's Google number one by far.
You always have to dominate Google. There's, there's no choice out there. Your focus should be on Google. Okay. And then in those specific cities that we just mentioned, Yelp is important. Okay. Now remember someone doesn't go to Yelp and I've interviewed many, uh, local people in these towns you mentioned, and I asked them, how do they find their dentists?
They don't go to Yelp to look for a dentist. They go to Google to look for a dentist. They find information about their dentist, and then they look them up on Yelp to see how their reviews are. So in those bigger cities, Yelp is more important for that reason, but people go to Yelp to look for restaurants.
They don't go to Yelp to look for a dentist. There's a big difference there in the way people search. If people in California say Yelp is really important, it is. But if you don't dominate Google, people can't even find out who you are. So it's always Google first, then Yelp in those specific cities, and then much below that is Facebook.
the only reason you really want to get Facebook reviews is because it shows up on a Google search. When you type a practice name in, you'll see the website's number one, and then usually Facebook is number two or three. It's visibility there. That's why you want to get Facebook reviews.
Michael: Gotcha. Okay.
So then that's the key. We get on Google, right? Number one, right? Especially if we're in metropolitan areas, we would Google then Yelp, right? And then Facebook. Now what? What's the next step to be like, all right, man, I want to start getting these a couple a day, a couple, maybe 15, 20 a week. You know what I mean?
Like, cause we see that in some of these groups. And how, how easy is that
Len: really? Reviews are basically a numbers game. So the bigger the practice, the more reviews you're going to get. I mean, that's just, it's just a numbers game. The more review requests you sent out, there's a certain percentage we expect to come back.
The more you send out, the more you're going to get. So bigger practices should expect more reviews. Okay. But you have to use an automated service. And don't love self promoting myself. So bird eyes, one of them, you know, swell is a very common one. Podium is another one. Those are the three in the dental industry specifically that are designed to make the process easy for your patients.
If it isn't easy, your patients will not take the time to do the review. And a lot of the services out there, they actually have their Own sites they go to. So just as an example, uh, solution reaches the popular communication software. I just had a dentist reach out to me who had 750 reviews on solution reaches page buried where you couldn't find it.
And only 18 on Google. that's a shame that they didn't, they got all these great reviews, but nobody sees them. You have to make sure they're actually putting it on Google. That is such a big deal nowadays. If it's not going to Google, it doesn't help you.
Michael: Gotcha. Okay. Yeah. I remember when we used to have solution reach, that was a.
That was a big thing. It just populated there. And then we were like, okay, what happened? Right? And then it's weird asking the patient. Hey, can you write it again on Google? Right? And then that diminishes it big time, big time. Patients are
Len: not going to do it twice. It's it's a, it has to be a one step clean process, but I know, and I know you're talking about, we're talking about reputation, but I want to make one other thing clear, especially to the startup groups.
One of the missing factors is just generating reviews is not enough. Okay, just having the most reviews is not enough, especially as a newer business, you have to, you have to make sure that Google recognizes and understands your listings and make sure the listing it's called listing management, citation claiming, it's a vital part of local search, because if you only have a ton of reviews and you're listing.
These are not consistent or invisible because you're a new startup. Google is, you're not going to be at the maps. And that's why people say, well, I have a thousand reviews. Why can't people find me? And it's usually because your listings are messed up. So that's a very big part for, especially for startup companies, to know that you have to make sure the name, the address, and phone number is called the NAP is consistent.
It's an online huge part of local search. Okay, so
Michael: that has to be consistent. Google finds you then the reviews come in
Len: Yeah, so the purpose the the kind of way it works is when you make your listings consistent Which should be done before you even open your doors technically So if you once you fix the listings and you have a consistent flow of reviews coming in Consistent flow for google is one to two every single week so if you're getting less than 8 to 10 or 8 to 12 a month, you're not getting enough of them, but that factor 12, plus a consistent listing, you will rank higher on the maps than someone who's not doing it that same way we see it all the time.
Michael: Okay, so then give us the game plan. Now it's we got the automation down, right? Okay, let's just say we signed up with BirdEye. We're starting to send out the links and that's it. Or do we specifically write something and then, or how does this go?
Len: So, so the ideal way to use a product like BirdEye is automate the process.
So we integrate into practice management software. You automate the review requests sending out. Okay. Now. It's really important. People say to me, well, I don't want to automate it because patients may write bad reviews. So if there's a filter built into the system, that's really good. It's not gating.
Gating is illegal and you can't do it, which would be like thumbs up or thumbs down. So, you can't do that. You can't preempt the question like that. But if you give them a feedback button, that's even better. Where they can provide direct feedback to the practice. But you definitely want to integrate and you want to automate.
And then mention to the patients when they leave the office. That they may be getting a communication asking for what I refer to as feedback, not a review, asking for feedback about their experience, and then the patients know they're going to get something. There's a higher conversion when you say something, and then we take it from there and allow the patients to write the review when it goes directly to Google from their phone.
So that's the secret sauce is really, you know, having a discussion and being aware. Of what I call rep, you know, making a reputation culture in the office. If the office revolves around reputation, which basically means that you're being. examined or being, you have, you're being, having a report card written about their experiences and just making sure everybody's on their best a game.
That's how you work the system and get really great reviews written by the patients other than just asking them. You can ask your patients till the cows come home to write a review on Google. You're lucky if two to three do it of every hundred. Because it's just, there's too many steps involved. So you want to make sure you make it easy for the patients to do it using a system that allows an auto login feature.
And it's a simple process. It isn't simple, they won't do it. Like I mentioned that before. Yeah,
Michael: that's true. That's true. I love that though, how you mentioned, uh, give us your feedback. Right, it's different.
Len: Asking for feedback. Very different. Instead of a review. And it's much more comfortable. You know, it's much more comfortable for someone in the office to discuss it with a patient rather than saying, Can you write us a Google review?
That to me sounds like you're begging for it almost versus can you provide some feedback about your experience? We really appreciate it. It's just an easier conversation to have in his work. I've been doing this for, you know, since 2010 now, and it's just an easy way to have a conversation with the patient.
That's why we put it in those those words.
Michael: Yeah. And then you let them know, like you're going to get a text message or something like in about an hour or like right now or when you leave the office or.
Len: So you can certainly do it an hour after their appointment. Okay. The problem, what we found and look, I've been in this space since 2013 in the review space specifically, and I've worked with over 10, 000 dental practices.
And the data shows that when you send the review request an hour after the appointment, it opens up more negative reviews coming in versus waiting until the end of the day. Okay. They all go out at once. Patients who do have a problem won't have a problem usually five, six, seven hours later, so they vent back to the practice.
They don't go online directly to Google. So, I prefer them going out at the end of the day rather than right after the appointment because it also gives the practice some time to say, well, so and so didn't have a good experience, and they can turn the patient off if they have any concern that the patient may go and write a bad review.
Most patients go directly to Google on their own. They don't go to use a service to do that. They will leave the office, they'll be pissed off, and they'll go to Google to write their bad review almost immediately after the appointment. If you wait till the end of the day, it 100 percent changes the results, and that's through years of doing this with, with thousands of offices, like I said.
Michael: Okay. So I didn't know that. Would it also help at the end of the day? Like people are at home, relax. Oh yeah. I got to make a review kind of thing
Len: versus being during the day they're running around there. If they're working, they're going from your office to back to their job. Then they have to deal with their kids.
The kid throws up, you know, they, they don't have time at the end of the day, between usually six or eight o'clock, we see the best results during that timeframe by far and away, not even close to other times during the day. Gotcha.
Michael: Okay. So let's just say they left the review. Awesome. Beautiful. We leave it at that or what happens after that?
Len: When you say when the patient has written the review?
Michael: Yeah. Like they, they're like, okay, yeah. Provide us some feedback. Boom. End of the day, link gets sent. The next morning you wake up, you're like, Oh, they left a review. Cool. Awesome. You know what I mean? And then after that, do we write back on that review?
Like, thanks or nothing.
Len: So I am a big fan of responding to positive reviews. I'm not a big fan of responding to negative reviews. Negative reviews, I like to take it offline and contact the patient to some extent, you know, whether it's on the phone, whether it's via email, not, you don't want to respond to that review right away.
Okay, the reason that you would respond to a negative review online is because you're really responding to the people that are reading it, not to the person who wrote the review. I like to take the conversation offline and have a direct conversation with them. Okay, for positives, you have no, you don't risk anything, you can respond, look technically when you respond to a review, whether it's positive or negative, you really can acknowledge that there are patients, it's a technical HIPAA violation if you do that.
Now, if you do it to someone who wrote a positive review, I don't think they're going to make a big deal about it. Okay, if you do it to a person who wrote a negative review, they may find that as a HIPAA concern, and they may report you to what's called the Office of Civil Rights. So I, I don't recommend, I recommend responding to, to positives.
I would be very careful about negatives for that reason.
Michael: Gotcha, okay. So the positives, we can just say like, Oh, we love you, thank you so much, or something like that, right?
Len: Yeah, thanks for your, thanks for your feedback. We're so glad you, you know, love, love being our patient. Technically, that's a HIPAA violation.
Okay, because you said we love being our patient by the letter of the law you're violating HIPAA by acknowledgements. Okay, but I do not believe you'll ever see a patient that reports you because they just wrote a positive review about you. If you do the same thing to a negative review.
Okay. The patient may say to that, well, they just violated my HIPAA rights and they may decide to report you. It's rare. I've seen it just trying to be very frank with you here. That conversation or that review, the positive one is violation of HIPAA, but I don't think you'll ever see a problem with it.
Michael: No.
Yeah. That saves your butts, man. I appreciate that. So awesome. Any final words or advice or suggestions that you want to give to our listeners
Len: about this? Just reputation has to be something you focus on. It's a foundational part of running your practice. When you open your doors as a startup, you want to make sure you have a consistent presence.
You want to want to also want to make sure you have more than just a couple of reviews because then it looks like you're new. Okay. So, but don't be afraid to ask. Use a service that makes it easy on your patients. Don't expect to be able to do it naturally on your own because your focus is doing more as different things in the practice when you're, when you're a new practice.
So the main thing is just find a way to get your patients the right reviews. It will pay off in the long run, especially because it will then allow you to spend money on marketing and get results in the marketing because of that, without the reviews, you're going to struggle with your marketing in most cases, in most areas.
Michael: Awesome, man. I appreciate you, Len, and I appreciate your time, and if anyone has further questions, you can definitely find them on the Dental Marketer Society Facebook group, or where can they reach out to
Len: you directly? So lots of ways. I'm always on social, so my social media is very easy, Facebook, Instagram.
You can, um, I'll give you my email address and you can email me, um, but it's Len, L E N at DrLentow. com, D R L E N TAU. com. And, um, I also have my own Facebook group, so they can join the Facebook group and contact me through that. I'm very easily got ahold of. So just find, you'll find a way if you want me, you'll get ahold of me.
Michael: Nice. Awesome. So guys, that's all going to be in the show notes below. So Lynn, thank you so much for being with me on this Monday morning marketing
Len: episode. Thanks very much for having Michael. Appreciate it.
Guest: Michelle Jorgensen
Practice Name: Total Care Dental and Wellness
Check out Michelle's Media:
Practice Website: https://www.totalcaredental.com/
Living Well with Dr. Michelle Website: https://livingwellwithdrmichelle.com/
Instagram: https://www.instagram.com/livingwellwithdrmichelle/
Other Mentions and Links:
Tools/Resources:
Companies/Brands:
Terms:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
What You'll Learn in This Episode:
- The real reason behind Dr. Jorgensen's transition from associate dentist to leading her own practice.
- How she navigated her mysterious health issues and the valuable lessons she learned along the way.
- The impact of her health journey on her approach to dentistry, in particular safe procedures for mercury filling removal.
- How unexpected challenges fueled her decision to shift to a fee-for-service model, and why this could be a game-changer for patient care.
- The power of joining trend topics in mommy groups on Facebook as a marketing strategy and how to optimize the promotion of your practice.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
In this episode of Monday Morning Marketing, we're diving into the power of reputation management with our guest, Steven Jensen, from Dental Intelligence. Steven breaks down the intricacies of building trust and shares practical ways to ensure an excellent customer journey. In an increasingly digitalized world, offering a streamlined and efficient patient experience can make all the difference. Join us as we discuss the significance of trust throughout every point of interaction and learn key strategies to optimize your operations for increased patient satisfaction and positive online reviews.
The insights waiting for you in this episode may transform your approach to reputation management, so tune into the episode now!
What you'll learn in this episode:
- The importance of trust in the customer journey, earned incrementally but lost in large amounts.
- A shared analogy that encapsulates this concept: "Trust is earned in drops and lost in buckets."
- Various tips for managing patient reviews and maximizing positive customer experiences.
- An understanding of the vital distinction between patient expectations and reality, and how exceeding these expectations can result in glowing reviews.
- The impact of efficient systems and practices within a business.
- The power of trusted feedback and how it can help reveal changes that need to be made.
- The value and importance of automating your recall system.
You can reach out to Steven Jensen here:
Website: https://www.dentalintel.com/
Email: sjensen@dentalintel.com
Mentions and Links:
Software:
Communities:
Products:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Steven. So talk to us about reputation management. How can we utilize this or what advice or suggestions or methods can you give us that will actually help us attract new patients through reputation management?
Steven: Yeah, I think that's it. That's such a good question. I want to start by setting the stage with a concept or a principle that I believe in wholeheartedly.
So the phrase goes like this. My, my, I grew up with my dad always telling me this. He said, Stephen, trust is earned in drops and lost in buckets. I'm going to say that again. Trust is earned in drops. And lost in buckets. So as we consider, you know, our reputation management and getting people to put reviews online, like you have to step back and realize that before that review ever happens, there were drops and drops and drops and drops of moments, right?
That that person has had with our business and our team members that led up to the point where they were like, okay, cool. you have invested enough in our relationship bucket, I guess, so to speak, where we're actually going to give that review. So I thought. Kind of something I thought would be worthwhile talking through today where what are some tactical ways or some tactical things you can do to make some of those moments consistently in the business, right?
Like, how can we make it so there are repeatable good drops that are happening that we're investing in that bucket? Avoid those moments where we're losing, you know, losing trust. And then also kind of at the very end, like how can we, how can we ask for those reviews, obviously. So here's the first thing that came to my mind. So a couple of weeks ago, I went to go see a doctor. So not dentistry. I went to like just my medical doctor and I haven't been in like seven years.
I'm in my mid thirties. And my wife's been on me like, hey, like you need to get a checkup. And I'm like, I know, like I go to the dentist, but I don't go to the doctor. So I go, and it's been a long time, like the last time I went to the doctor, I remember sitting in the lobby, and I would fill out the paper forms, and then I would wait, and it seems like it was always like 15 20 minutes, so like, I blocked out almost 2 hours of my day, of work day, to go and see the doctor.
Because I thought that's how long it would take, like it always took forever. So, like, I was so surprised because when I walked in, they're like, hey, like, Steve, welcome. And, um, they're like, hey, to get you checked in, we're just going to send you a text message, and you're going to fill out your forms, and then we'll have you go back and see the doctor.
So I was like, okay, cool, this is going to be like 20 minutes. And, uh, before I actually see someone. So I start working on the forms, just on my phone. So they sent me a text, I open it up, and I'm filling out the forms, you know, uh, medical history and stuff like that. And then within three minutes, all of a sudden someone comes and says, Hey, we're ready to have you come back.
We're going to get vitals. And I was like, holy smokes. Like this is, this has changed since the last time that I was here. And, uh, so I walked back to the back and I've been to this doctor a bunch. Like he's been my family doctor for like 20 years. And it's always been a long wait. So then I walked back to the back and I'm, I'm filling out the forms, finishing them while I get my vitals.
And then the second they're in the vitals, like they're like, great. The doctor ready to see you, Dr. Sharp. So they walked me back to Dr. Sharp and we jumped right in and he's got, you know, everything right there on his iPad and he's looking at everything that I just submitted. And he's like, cool. So it looks like, you know, these are the things we want to talk about today.
In general, you're healthy exercising this much. This is what your diet's like. And like, he was so dialed in and that process was so smooth that for me, I was like, I'm ready to like give this guy, cause I'm thinking about this all the time. I'm ready to give this guy a good review. Like this is perfect.
This is like such an ideal experience. Right? So I want everyone to think through what I just explained and like the drops that just happened. Right? Like I had these expectations. blocked out all this time, but they were able to get me through this experience really quickly and efficiently. But not in like a rushed way, but in a way that was like, man, they have their crap together.
And they were just putting all these deposits into this bucket to the point where I was wowed multiple times throughout the visit with just how well that went. Right? So as you're listening and you're thinking yourself, okay, like, do I have myself dialed in like that? Do we have? Things in place so that forms aren't a hold up in my business.
Like we're not filling out paperclips anymore and they're sitting there. Do we have communication with the team set up to the point where like, Hey, once something's finished, like once forms are done or like we're almost done, we're ready to rock and roll. Are we getting communication back to the doctor so that the second we're ready with any like pre appointment stuff the doctor's getting in there pretty quickly and it just seems like we have things dialed in like everyone knows where every patient is and everyone knows where it's supposed to be at the right time.
So that for sure that's like one of my suggestions is make sure you have those moments all dialed in down to just the small little things like what are they doing on their phone, when they're filling out the forms, what happens when the forms are complete, and then what happens once you get back to the back office.
Cool. I'm talking really fast, Michael. Any like questions
Michael: there? No, that's great. That's great. I like the, uh, the idea of, or the need to have your systems already built, right? Obviously. Yes. But then dialed in. Cause I feel like we built them and then we don't really review them or, you know what I mean?
They start providing some like holes in, but you don't go back and recheck them. You just start adding more things to the system, which will eventually fall apart. So make sure the systems
Steven: are dialed in. Yes. And I think a great way to do that. You know, sometimes the doctor wishes they could like secret shop, you know, and be a patient in their own practice, but have a family member or friend come in and just ask them before, like, Hey, will you just pay attention?
Like, what's it like to fill out the forms? And what's it, how long does it take to get back to the actual operatory where we talk with you and, and, and what's that whole experience like? And just ask a few people to give you feedback in the next couple of weeks. And I'm telling you, you'll uncover all sorts of little opportunities, right?
Oh, cool. Like we'll make a little tweak there. And that will help really improve this experience once again, because the goal here is we want to, we're going to earn trust in, in drops and we can lose trust in buckets. So let's make sure we've dialed things in there. Okay, cool. The second thing I'll give is when it comes to the actual way that we Remind patients.
So one of those things, one of these things happens in dentistry where a lot of folks fall through the crack. So, you know, I, I work for dental intelligence and we're always looking at numbers. So one cool stat that I always like to share is that, that, uh, only 49 percent of patients in the U. S. are scheduled to go back to see their dentist. So that means that like in general, everyone's got half of their patients just out there in the law land, not scheduled to come back. So two things there, one, that's a cool note from a marketing perspective. That means that you can steal away patients from another business because they're not scheduled there.
So they're not like really tethered or to write for your own business. It's like, Hey, I want to make sure I get those people. tethered to my business. And that next appointment, traditionally hygiene, is how we're going to really tether them to the business. So one of the cool things that, that you can do is you really should think through, like, how can I automate my recall system?
Right? So I think traditionally right now, still practices are printing off of a list from Open Dental or Dentrix or Eaglesoft of everyone that's due in the next like three, four weeks. But there are systems out there now where you can set it up to say, Hey, Every time it just automatically triggers every time I have a patient who's due for hygiene in the next, I don't know, say four weeks, let's shoot them a message with a link and a invitation to go ahead and schedule online for our business in our business.
And then let's hit them with up to and you can set this up like three messages or four messages or five messages. Everyone's system is a little different, but you can hit them with a series of messages and you can say run that. for the next like four weeks or six weeks. And then once it's done, if that automation has failed.
So, so patient gets a text message and says, Hey, like we miss you at Michael's dental or Steve's dental. And, uh, we'd love for you to come and schedule, come back, you know, click here to find an appointment time that's convenient for you. And if that automation fails, then go ahead and create like an automated task for a team member to follow up with that patient So there's a cool thing that you can do called the voicemail drop where you can record your own voicemail and then you can send it out to patients. And it sounds like you tried to call them, but you actually didn't.
And it just places a voicemail and the doctors decided to record a voicemail of themselves saying, Hey, you know, this is Dr. Steve. I noticed that you haven't been in to see our hygiene team for a long time. We miss you. We'd love to have you come back. you know, no need to call me back at this phone number.
Okay. But, you know, go ahead. My team will shoot a link here soon with a link to schedule or something like that, right? So they would send this personal touch and the patient would get a voicemail in their phone with this personal touch from the doctor. It's like, holy cow, like Dr. Michael misses me. Dr.
Steve misses me and like wants me to come back and those little things like that. have such a big impact on the drops that we're putting into our relationship buckets with the patient. Once again, we're trying to work up to this experience. We're going to ask for reviews and then everyone already knows is I'm sure someone's already said this in the series, but the first thing that everyone sees when a patient Google's dentist near me is they look at the stars.
Like that's the very first thing that they see. And if the stars aren't five, then they look at those first several reviews, right? Like what's good and what's bad. So those are going to impact in such a dramatic way people getting scheduled. So the reason why that even came to mind. So my mom calls me this last week. Uh, do you use B Real? Have you ever heard of that, Michael? B Real? Yeah, the social media app.
Michael: No, I've heard of it, but I
Steven: haven't like, uh, I'm not going to get into like an all pitch, but it's like, uh, it's like the anti Instagram where there's no filters.
It just gives you once a day, like it alerts you like, Hey, you got to take a picture now. And you take a picture and take a picture with your front camera, back camera. And so it's like very like raw life. And, uh, you can't look at the past. You can't scroll the past. It's just today. So me and a bunch of my family are on it.
So my mom calls me the other day because I took a picture at work and it had the front entrance of dental intelligence has our mission, which says it's our mission to make it more fulfilling to be a dental, practice team member and easier to be a patient. So my mom calls me and she's like, Hey, I saw your picture about how your software is trying to make it easier to be a patient and she's like, it totally does.
And she's like, so the dental practice I go to uses dental intelligence engagement, and she got like five reminders to go and schedule because she was fast due for hygiene. And she just didn't schedule, didn't schedule, didn't schedule. So the automation failed, but then a few weeks later, so this is like the day after that she called me.
A few weeks later, she's like, Hey, my tooth is hurting. And then immediately what came to her mind was, Oh yeah. Like the dentist has been texting me a million times. So she just went back in her text messages and found that thread, clicked on the link and got scheduled. Right. So that automation, even though like it failed, it did get to the point where like, In her mind, she had been hit so many times, she's like thinking about that dental practice and, uh, got them in.
That might be a tip for, you know, patients that don't convert on the phone for the new patient appointment. You might want to send them reminders to schedule two. Yeah, that's good. And then let me, and then, uh, to wrap up, so Really, you know, the conversation that I wanted to have today was more around, you know, how can we use technology to simplify some of those engagements with the patient and also to make sure that there's consistently a good experience because one of the one of the troubles that you have as you manage a team member is people are inconsistent.
Like, we wish that we were consistent, but we're not super consistent, right? Like, we've got bad days where we walk into that practice and we're like, I Don't want to be here and I don't love work and I feel like I'm on a hamster wheel. Like we all have those moments, right? Where like life's just kind of on a low and we have moments where we're on a high and we're like, man, like life's amazing.
And we look out at, you know, lakes and valleys and oceans and we're like, this place is beautiful. and, and we can't really control that as a practice owner, but what we can control are some of the systems that we put around our team and around our patients. And so for me, the thought was, Hey, let's add a little segment in this.
in this conversation about how we can use our systems to make sure that we're putting in consistent drops, it's scalable, it grows with our team, or it can create consistency with the team. And the three things that I thought were, let's put automation around like that forms an intake system and management while the patient's in the practice.
Let's consider how we can use Recall reminders and automate some of that stuff so that the patient is aware that we're, like, thinking about them and care about them. And then let's use a tool like a voicemail dropper, a recorded voicemail that we send to patients. You could even do something like that in an email, technically, too.
If you want to, like, hack this and be like, I'm just going to record something that says, Hey, this is Dr. Steve, I miss you. Well, then now you come back and you can send an email. that just catches them off guard, right? Something that they don't expect, that's where, like, you really can wow patients. And send out stuff like that to them.
And you can also do that with, like, post op instructions. You could use a voicemail drop, right? Like, Hey, this is Dr. Steve. No need to call me back. I just wanted to make sure that if you're experiencing any excessive pain or any of those symptoms I listed out on the post op instructions that, uh, you give me a call.
But if everything's good, like, just keep following the instructions my team gave to you. you know, thanks again for coming in today, something like that. And that will just really put in that extra, extra touch that patients are really looking for these days, right? Like there is for sure, great tools and automation, but they also want to feel like they're an actual human being.
And it's not just like some bot that they're engaging with the business.
Michael: Gotcha. So use that like the text messaging. Things like that with the links for automation to make sure, Hey, it can be quick, it's accessible for them, like your mom. But at the same time, but that personal touch in with the voicemail drops and well, even
Steven: the language you use in your appointment reminders, confirmations, like have fun with those, maybe I shouldn't say this, but I would just use like the standard thing that every company ships out.
Like there's a ton of companies that do that. Right. So switch it up give it a personal touch to your business and your practice that. Speaks more to the voice that you're trying to have with patients like those types of things people notice and maybe they won't notice necessarily like, Oh, wow, like, I really like the way he said that, but small little changes that feel personal start to add up in people's minds.
And it makes a difference as you do those.
Michael: Yeah, I like that, man. I like that a lot. Awesome, Stephen. I appreciate your time. And if anyone has further questions, you can definitely find them on the Dental Marketer Society Facebook group, or where can they reach out to you directly? They
Steven: can just reach out to my email sjensen at dentalintel. com. And I'm always happy to chat with people. Or if you want to like strategize, feel free to reach out to me. Love every chance I get to talk with docs. Awesome.
Michael: So guys, that's all going to be in the show notes below. So definitely go check that out. Reach out to Steve. Steve, thank you so much for being with me on this Monday morning marketing episode.
For sure.
Steven: Thanks, Michael.
Don't miss out on our upcoming live office hours on December 14th, 9:30 a.m. PST/12:30 p.m. EST, where we will delve into the tactics of ground marketing to Trader Joe's. You do NOT need to be a member of our ground marketing course to join, and this session will offer exclusive insights into scripts and strategies, plus a chance to interact directly with me. Click here to register and take your marketing game to the next level! https://us02web.zoom.us/webinar/register/WN_0rbNohCiRHO18qnwGUE6Hg#/registration
Guest: Paul EtchisonBusiness Name: Dental Practice HeroesCheck out Paul's Media:Website: https://dentalpracticeheroes.com/
Dental Practice Heroes Podcast: https://podcasts.apple.com/us/podcast/the-dental-practice-heroes-podcast/id1315253777
DPH OmniPractice Total Team Success Program: https://www.dentalpracticeheroes.com/offers/925o3Jgr/checkout
Other DPH Courses: https://dph.mykajabi.com/
Other Mentions and Links:
Companies/Software:
- Kajabi
- Trainual
- Trader Joe's
- Udemy Leadership Course
People/Communities:
- Amy C. Edmondson - Harvard University
Podcast Episodes:
- 300: DR. PAUL ETCHISON | NELSON RIDGE FAMILY DENTAL
- MMM [INTERNAL MARKETING] SMALL DETAILS THAT MAKE A BIG DIFFERENCE IN TEAM COMMUNICATION
- "WHAT IS 1 THING YOU WISH YOU KNEW BEFORE YOU OPENED YOUR START-UP/ ACQUISITION?"
- 455: DR. PAUL ETCHISON | ACHIEVING PEACE OF MIND: EMBRACING DELEGATION FOR A HARMONIOUS DENTAL TEAM
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
What You'll Learn in This Episode:
- How to establish truly effective leadership within a dental practice.
- Strategies for managing your team effectively and efficiently.
- The importance of creating a psychologically safe and healthy working environment for your team.
- How to delegate roles and responsibilities that best suit your team members.
- Implementing effective communication systems to foster seamless workflows.
- The first steps to transitioning responsibilities to your team for better office management.
- Dr. Etchison’s experience in specializing in only projects he loves and becoming a visionary for his practice.
- Learn how you can apply these strategies, regardless of the size or nature of your dental practice.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Are you looking to hit the ground running with powerful ground marketing strategies? Our ground marketing course offers a range of actionable steps utilizing local restaurants, gyms, corporate locations, and small businesses in your area! With step-by-step scripts, foolproof plans, and real-time video demonstrations, you'll master the art of effectively engaging with your local community to attract new patients effortlessly.
Click this link to join the community! https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
In this week's episode, we're back with the direct mail genius, Aaron Boone, to unveil even more secrets from our upcoming course on targeted and effective direct mail marketing. With another sneak peek into the heart of the course, Aaron is giving you valuable insights on targeting strategies, neighborhood selection, and leveraging patient data for precision in your direct mail campaigns. Join us as Aaron delves into the intricacies of overcoming geographical barriers, sequencing mailings for maximum impact, and the strategic benefits of zoning in on specific areas. Plus, we explore the world of specialized mailings, understanding their potential and navigating the limitations of purchasing specialized lists.
Whether you're a seasoned marketer or just starting, this episode promises to be a treasure trove of actionable strategies to elevate your direct mail game!
You can reach out to Aaron Boone here:
Website: https://mvpmailhouse.com/
Email: info@mvpmailhouse.com
Free Direct Mail Analysis and Heat Map: https://mvpmailhouse.com/demo/
Mentions and Links:
Useful Terms:
- EDDM - Every Door Direct Mail
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Aaron: Okay, guys, here we go. So I take direct mail and I break it up into a few different segments and what we're going to do on this course is we're going to talk through on this first course here, about how to target, where to target, which homes do you mail to? And in subsequent courses, we will go into the actual design itself, what offers work best, what messaging colors, Size of card, all those kind of things, and then eventually into the tracking and matchback audit, so you have 100 percent ROI in your direct mail.
But let's start with the first one. Where, what audience, who responds to direct mail, all of those good things. So, I'm sharing here on my screen some of our proprietary software. Yes, this is a behind the scene look, so you can kind of see some of the software that we've built. To be able to better target homes for our offices now as a quick frame of reference here as i've worked with offices all across the country One of my favorite things to look at is actual patient data now follow me on this There's grand openings that obviously don't have any patients So you don't know where people are going to come from But one of the easiest ways to get your arms around a practice right off the bat to know where to mail Is by looking at your existing patients?
Where do they mail? So I've built software, what I call a heat map, to be able to better target your hottest neighborhoods. Where I've found, over a hundred million plus cards I've mailed, where I've found my best results, I know it sounds really simple, but it's targeting the neighbors in the neighborhoods of your existing patients.
Where do they live? Being able to target their neighbors. Now, let's talk about this a little bit. So you see here on my screen, this is just a little demo account here. Uh, you look outside here and I kinda put some radius rings just to give you an idea. Now most people have heard, oh, you want to target your patients within three to five miles.
Now, there is some truth to that, actually a lot of truth, but here's the problem. When people do direct mail or even digital marketing, What they do is they draw a big circle around their office, just like you see here on my screen, and they mail to all those homes. The problem is, especially when you get into more densely populated areas, uh, suburban areas, there's a lot of homes, and it's going to cost you a lot of money to hit all those.
And the other problem is, many of them won't respond. There's certain areas that will not respond to your marketing. So, let me show you what I mean. When, when a typical office comes in and says, hey, I want to do direct mail, here's where they start with. Let's look how many homes are around. Well, here in my data, or in my software that I built, if you were to look at 10 miles around this practice, there's actually 276, 000 homes.
There's no way you're going to be able to afford that many cards. So some people say, Oh, well, what if I shrink it down to just five miles? Okay, well, uh, even shrinking it down, you're still dealing with maybe a hundred thousand homes or 50, 000 homes. But the problem is they don't come in a perfect circle.
Patients do not come in a perfect circle. So why do you market in a perfect circle? What I'm getting at is if you really look at where the, this office's patients are coming from. You're going to find some significant geographical barriers as you start looking at rivers, lakes, interstates. All of these things will impact how patients come to your practice.
It's really interesting. So I've done literally thousands of these heat maps. And what I mean is I have an office jump into their existing practice management software and you run a quick new patient report. Just addresses. And instead of guessing where to mail, so for example, when an office typically comes to me, they'll say, hey, alright, I, I want to mail to these, uh, this, these homes.
This is 30, 000 homes. So a typical direct mail order would be three mailings of 10, 000 cards. Okay? So that's what this gray area represents. Looks pretty normal, right? It's kind of about a two and a half to three mile radius. The problem is, when I run their heat map, look where their patients are coming from.
So this particular office, had been mailing for years with very little to no results. Why? Because of these significant geographical barriers. So instead, I use this patient data and I'd create an area more like that, where patients are coming from. Don't fight geographical barriers, okay? Rule number one, you'll always be fighting them and you'll be really frustrated of why patients won't come to you from this perfect circle.
Okay, so for new practices, now you kind of have to use, uh, leverage of knowing, but here's a couple rules of thumb. Be conscientious of geographical barriers like rivers, lakes, interstates. Also, people tend to migrate towards cities. You can kind of see how all these patients come out here, but very few are willing to leave a city to come out to an office. so once we kind of look at the area here, I then break these up into digestible zones. So I recommend to have two or three zones of where you're mailing. So in this case, I took those 30, 000 homes and I broke them up into three groupings, or zones, or drops, however you want to call them. So mailing one would hit these 10, 000 homes in green, mailing two the next month in red, and the next month in blue.
Okay, so you have these different zones. Now, what kind results would you expect? Well, this is really interesting. I'm going to show you a screenshot of how I typically break it down and why I suggest mailing in this sequence. So, let me pull over here from my other screen here real quick. Kind of a quick little picture so you can kind of see what I mean.
But when I do these heat maps, proximity to practice is a huge criteria. Do not make the mistake that a lot of people make. They'll say, Oh, well I have a patient that drives 10 miles, 20 miles with direct mail. You do not want to chase onesies and twosies out here. You want to stick to your closest best homes.
Now, you can filter out neighborhoods based on income. if you don't accept state care, you can remove those lower income neighborhoods. but in general, uh, I like to remove, if you're not state care, I like to remove the lowest 10 to 20 percent of income levels. Boom. Take them out of the map and then we add the next best neighborhoods.
But results typically come like this. So here's an example of a heat map. So, think of it like rings, okay, a donut. So this first ring is going to be your number one ring. This is where you're always going to get your most patients at the highest rate. It's what I call your core area, let's say that represents about 10, 000 homes.
So people say, well, why don't you just mail to those areas? That's your best area. Now, it is an approach for certain offices. The problem is, If you're looking this at for a long term solution, if you just keep mailing to that first zone one right here in the middle in this ring, what's going to happen is you're going to get diminishing returns and over saturation.
So you want to be able to work it around. This next ring is your second best responding area. And then this outer ring is kind of hopeful, more risk, I guess I should say. Because you're getting further away from your practice. And now you've opened yourself up to more competition, greater distance to travel, and all those things matter for patient flow.
Okay? So, understand this. The reason why I like mailing in this sequence, with one, two, three, or just like this example here, is if you hit mailing one to all of these red homes, well, almost a third of them are in your A plus area, the other third is in your B, and C. So you're going to get a good combination of results from your best, second best, and third best.
Then month two, let's say, you go to your green, same thing. You're going to have some core area, a little bit of the necks, and then some stretch area. And same for the blue. So you can kind of get an idea of why I like that home. Now, if you're looking for a temporary, just quick fix, and you don't plan on doing this very long, maybe just one, two, three months, for sure, I would recommend hitting just a bullseye of those closest best homes. and then you could be done if you're looking for a long term solution. Sequencing is really important and it's something that I can kind of talk through. It's different for every office, but it's something to be conscientious from. The reason why I like three zones is it gives you a nice seasonal message.
So, for example, you could mail January, February, March, New Year's message to all of them. renewed benefits, tax returns, that kind of stuff. Then, well, you're going to get used to getting more new patients, and you're going to want to keep getting them, right? So, instead of not mailing, you come back to Zone 1, and you mail there, and now you're in April, May, June, July, August, September.
So, even if you mail every month of the year, you are only going to hit the same home once every quarter, and you have a new design and a new message when you hit them. So, It absolutely can continue without getting any diminishing returns. In fact, I have offices that have mailed literally every single month for years, and the results get better, if anything, rather than drop off.
Because what happens is you start to get, repetition. And you always hear the importance of repetition in marketing. Okay? Now, um, I also need to sell results. I want it to work. So the better sequencing you can put in place, the better results you're going to get. Sometimes if you just hit the same area, you'll get a big spike in the beginning, But then results start to drip off because you're getting over saturation or diminishing returns I recommend to always change the message as you come to the home.
So it's always current So this is kind of a funny card they did specifically around the holidays or in during the winter But then in spring you want a spring card back to school card So keep your designs and i'll talk about that in the next segment. But in short This is what is basically like a carrier route method.
So if you're doing EDDM, I personally don't like EDDM, although it saves a couple pennies in postage, you're limited in what you can do. So for example, with the postage I use, I can hit these green homes, and I can actually take out your patients. So your patients don't get the mail, but all of their neighbors do.
Hopefully that makes sense. It's really important, especially if you're running an aggressive offer. You don't want your existing patients to get this if you're running an aggressive offer. Well, the postage that I use, I can take those out. So, anyway, you, EDDM people out there, you're do it yourselfers, hopefully this can help you.
Um, I also like to track each mailing individually with its own tracking phone number. So I know exactly how well, how well January does here compared to February compared to March. So anyway, that is kind of an initial approach. Now, there's a lot of things behind these scenes that we can dive into and you should also.
You don't have to just blank it. If you want a more specialized mailing to specific neighborhoods, well, there is, you know, my software makes it really easy. I can dive right in here. I have these built right into actual postage routes. so for example, if I have your, uh, your heat map here, I can literally tell this office exactly where their highest market share is.
They have 79 households, 119 patients in that little zone right there. 106, 000 in production. So, I've built some really cool tools that help you actually dive into this. where I can literally mail to just your highest producing neighborhood, okay? I can also target just new mover areas. So there's a lot of variables you can do nowadays with direct mail.
So, gone are the days, the old days, where you used to have to mail to the entire zip code or entire city. You can literally get pretty granule diving right into these hottest neighborhoods. Now, one thing here before I wrap up this segment. Oftentimes, like a pediatric practice or an orthodontic office will ask me, Hey Aaron, can I buy a list and only mail to homes with a 2 to 8 year old, let's say.
Oh, and by the way, I want to make sure that home has an average income of 80, 000 or more. Sounds good, you guys have heard that, right? Oh, let's only mail to homes with kids. Sounds great for pediatric practice. Here's the problem, and I've tracked tons of these mailings. Yes, there are such lists. The problem is they're never that accurate.
Follow me on this. When was the last time someone knocked on your door and said, Hey, Dr. Smith, do you have a four year old living here? And by the way, how much money do you make? Right? It doesn't happen. Okay, now there are lists out there. There's actually a creepy amount of data out there about all of us and about our homes and our neighborhoods.
But when I buy that list, one, it costs more money than mailing to a neighborhood as a whole. Two, increased postage. Because now instead of mailing to these colors like you see, Imagine if you were just mailing to those drops. Let's say these pin drops are, just homes on that list. They have a, a four-year-old or five-year-old or whatever.
So the problem is these lists just aren't that accurate and you get a lot of return mail too. anyway, hopefully that helps. So there's a specialized list mailing where you only mail to, let's say, 5, 000 homes with a certain criteria.
Like I said, you're typically going to expand about 12 to 15 cents more. The problem is when I track it, meaning listening to every recording, tracking the results, I rarely get better results. I found it better because it's less postage, closer to target a neighborhood as a whole. rather than, uh, individual homes.
Okay? But a lot of that depends on where this is. Now, occasionally I will recommend a specialized mailing. Let's say I get this patient list that you're seeing right here and there's no rhyme or reason of where patients are coming from. They're kind of scattered all over. I typically see that for specialty practices.
If that's the case, then yes, I would recommend exploring a specialty list. Finding a list of only homes that have a 60 year old person or older if you're targeting a certain demographic or only homes with these children that we talked about. Most cases, nine times out of 10 when you do a heat map, it is going to be very telling of where you should target.
I've done these heat maps for, practices all across the country for, from DSOs to small, uh, groups. And you're going to find it really interesting where they're coming from. So, anyway, I hope that helps kind of put together a plan. Happy to answer, expand a little more on different questions. Multi zones is the way to go because you can rotate areas and you can consistently get new patients every month.
Rather than just a band aid fix. Keep it growing and keep those patients coming in. Be selective. You can target certain routes, carrier routes, or neighborhoods, however you want to look at it. But target the best ones. Remember the geographical barriers of entry as a recap. Okay, thanks. I hope this was helpful, and I look forward to talking to you on the next segment.
Thank you.
Today's episode is proudly sponsored by Darkhorse Tech, your go-to Dental-driven IT solutions company!
Picture this: You're running a dental practice, and your patients' trust and data are your top priority. Enter Darkhorse Tech, the guardians of your patients' information, the solution to your IT headaches, and the force behind your seamless tech integrations.
Your practice deserves the best, and Darkhorse Tech delivers.
Click this link for an exclusive offer: https://thedentalmarketer.lpages.co/darkhorse-deal/
AND if you're listening before November 27th, 2023, take advantage of their Black Friday deal! https://thedentalmarketer.lpages.co/darkorse-black-friday-deal/
Guest: Reuben Kamp
Business Name: Darkhorse Tech
Check out Reuben's Media:
Website: https://www.darkhorsetech.com/
Facebook: https://www.facebook.com/DarkhorseTech
Instagram: https://www.instagram.com/darkhorsetech/
Email: admin@darkhorsetech.com
Other Mentions and Links:
Companies/Software:
- Benco
- Open Dental
- Microsoft Azure
- Flex
- Mango
- Dentrix Ascend
- Eaglesoft
- CareStack
- Oryx
- Archy
- DEXIS
- Carestream
Useful Terms:
- DHCP - service that hands out IP addresses
- DNS - how devices resolve internet addresses
- Gateway - how you get to the internet
- HIPAA - Health Insurance Portability and Accountability Act
People/Communities:
- Howard Farran (podcaster + blogger)
- Dentistry Dentistry Uncensored with Howard Farran (podcast)
- Dental Town (blog/website/community)
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- I'm moving to cloud based software. Do I still need IT support?
- How to spot out IT companies that may be dishonest.
- How does your IT company help with HIPAA compliance?
- The basics on IT with firewalls, antivirus, and internet connectivity. Why do we need reliable options for these?
- Why the D.I.Y. mentality is often not the right call with your IT solutions.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: All right. It's time to talk with our featured guests. Beloved person. Everybody adores him. Ruben Camp. How's
Reuben: it going, man? You know how hard it is to be beloved and an IT guy at the same time. So, I'm doing great. Thanks, Michael. I've been doing this 11 years and just happy to be talking to you today.
Michael: No, man. We appreciate it. We appreciate everything you're doing. I know you guys have, um, done a lot for the dental community, also startup community as well. Just practices in general. Um, at the same time, this is not your first episode with us. You've been with us, you've guided us through some processes.
And at the same time, we're going to answer some of the most major questions today. But before we do that, if you can kind of give us a gist or a rundown, been doing this for
Reuben: 11 years. That's right. Well, this is in Dark Horse. Um, Dark Horse is something that I started. It was, it was just me, you know, back in 2012.
And, uh, we we've grown throughout the years. We got about 65 employees, about 1000 clients, uh, that are in the dental space. That's pretty much all we focus on is dental. So, uh, how I got into that is I used to be a Benco technician. So I used to do corporate it for, you know, the bad guys and, uh, you know, they really love selling birds and bibs and all that stuff.
But it was kind of an afterthought. So I really wanted to. Um, you know, start a company where service was the, uh, the main forward, not selling consumables. So, Mm-Hmm. Uh, other Interesting. My dad was a dentist. That's how I got into this industry. I think everyone has a really interesting path about how you found dental.
I know you do Michael as well. Right? We all kind of get dragged in somehow. Yeah. Um, you know, went to school, uh, at Chapel Hill to, to be a dentist and decided I didn't wanna do that. So, uh, yeah. Benco dark horse. Here we are. So you
Michael: left Benco mainly because you were not seeing what you wanted to see, or what was the reason?
Reuben: Yeah. So, I mean, there are a sales. Company first, right? So they're, you know, all the meetings and all the messaging and everything like that. It was, it was about how do we sell more product? How do we sell more CBCTs? How do we, you know, get more accounts and sell them consumables? You know, I call it burrs, bibs and everything else.
and they had I. T. Because you know what? They didn't want shine or Patterson to be in that office. they almost like they had I. T. As a defensive mechanism, but not as like a core, something that they were putting a lot of resources in to develop. So, you know, I'm very passionate about what I do, uh, customer service and dental.
That's kind of like, that's my niche. So, you know, let's say if Benco was 80, 20 sales to service, right? We have three people in sales out of 65 people. So you can see just by the demographics of our, you know, how we're made up. Most of our people are in places to support our clients, not to sell, you know, to shove something down their throat.
So that was very important to me just as a service technician that started a company versus You know, we have a lot of competitors out there that have just either, you know, either bought an IT company and they're just trying to squeeze it for profits or, you know, someone who does not understand customer service, but hey, they're really good at a P& L statement.
Yeah, yeah.
Michael: Did you specialize that in Chapel Hill IT?
Reuben: No, I had biochemistry because I was, uh, that's pre dental based. Anything that's in the sciences basically is pre dental. So that's, uh, computers. that's just been kind of my thing for, you know, for as long as I can remember, you know, nine, 10, 12, got into building computers and fixing them and started a company in high school called it's good computer solutions with and we run around and.
Anybody that knows Ithaca, it's Cornell. So we fix it in Cornell professors at all hours of the day. And anyway, so it's just kind of been a passion self taught passion
Michael: of mine. Yeah. Cause I was going to ask you out of all the. Things you were doing in Benco. Why did you pick to hone in on IT?
Reuben: Uh, for that solution?
You know, they wanted me to be a dual trained tech, right? They wanted me not only to go into an office install a computer system, sensors mount a CVCT, calibrate it, do all that stuff. But they were like, you know it would be really great if while you're there someone's, you know Cuspidor doesn't work if you could also be crushing on the mechanicals, you know, suction, all that stuff, you know, amalgam separators.
And I was, uh, I was just so, I was so talented at the I. T. side of things that I never really got that opportunity to learn on it. And that's fine because that's not really a passion of mine. Um, You know, those, those systems are kind of gross. What goes down the drain when they get clogged up. Uh, so, uh, there's some very talented, we call them core service technicians, right?
The core equipment in the office. and we'll leave it up to the professionals, but,
Michael: Gotcha. Okay, man. Interesting. So then fast forward, you started Dark Horse Tech and this is where you're at now. Now, I know we're going to kind of talk about, and let's kind of jump into that if we can. A lot of people do have.
Open dental, right? and so break it down to me. What are the confusions when it comes to having that and then I.
Reuben: T. Absolutely. So kind of how we got here is, you know, dark horse version 1. 0 was we were a small regional upstate New York company. I mean, it's good. New York, small town, 30, 000 people, 30, 000 college students.
And, you know, that was the old way of doing things. And then, you know, we got a break and Howard for and hired me. And Howard was in Phoenix, so that was our first, I can't drive to your office, right? And we nailed it. he was running Open Dental, in his office. And that really gave us the confidence, uh, and exposure, right?
Went on his podcast, got a, got a forum to, introduce myself to the dental community, which at that time was still. Dental town now about a year after that interview, it's like everyone fled to Facebook groups and then I followed, them over there. so dark horse version 2. 0 is not just, you know, we're five minutes from your office.
It's. Hey, we're dental specific. That's our edge. If you're in Hawaii, if you're in Alaska, if you're in rural Nebraska, we'll support you. No problem. You know, we'll make it work. And Dark Horse version 3. 0 has been cloud. Right? So, and that's kind of where we're segwaying in here today. Is open dentals, you know, great company.
They're well known for their customer service. That's what I care about. Right? So when you hear me singing companies phrases, that means when you pick up the phone and call them, they treat you well, and they solve your problem. so we've always loved open dental. and so the confusion has come up just recently.
So cloud. Open that up. There's two versions. There's the one you just that everyone pretty much has right now, which is you call them up. You buy a license key and you put it on your server. And right. It's a local system. And then there is. Open Dental's internal cloud offering, like literally they hosted at their HQ in Oregon, and that is a separate version.
So there are only 2 versions of Open Dental. However, this is where the confusion comes in, like professionals like us, right? We use Microsoft and Azure as their cloud platform. We take the first version, the normal version, the one that works with, you know, Flex and Mango and Medento and Swell, all your third party integrations.
We take the one that you've been running on your local server, and we put it in the cloud. So same version, integrations all work. that's still version 1. Version 2 is the one that OpenNL offers, and they have a pricing sheet online that you can look at, but it does not have integrations with third party.
Which is tough for me because that's when I hear feedback about OpenDental, the products, right, the support's great, but people really love using all the third party integrations and they love the ability to switch, right? If something's not working for them, uh, there's nine other paperless companies you can go to, right?
Um, you know, or like, you know, Flex is a great example, right? Flex is only written for OpenDental. And they do a really good job of what they do, right? Does not exist in any other practice management software. Cannot, cannot replicate it. But let's say the owner general manager flex pissed you off. You can switch software.
So you can't do that with any other platform out there. So to break it down really simply. There's the off the shelf open dental, and that's the one that, you know, that we're in large part supporting putting in the cloud, um, creating awesome solutions for single practices, multi site practices and D.
S. O. S. And then there's the internal open dental cloud offering. We honestly across our, you know, we have right now 1050 clients. We have zero people on that second version. So Mhm. that is where most of the confusion has come in the space when you try to have a conversation like over Facebook, over text. It's really hard to parse that out, and then when people call Open Dental, it gets even more confusing. Really?
Michael: Okay. let me ask you, when it comes to cloud, do you still need IT for that? You still need
Reuben: IT. So, HIPAA compliance are just, they're linked together, right? It's just like, alright, you read the, you know, what you need to do to, you know, to protect your patient's health information.
Need to have a firewall? That doesn't go away. Uh, you need to have the antivirus software that does not go away. you need to have a backup system that does go away as long as you don't have 3D images, right? Those don't go to the cloud yet. Those stay local, right? this is something that a conversation needs to happen.
It's really hard for me to like text somebody back and forth and explain all this. I'm glad this podcast exists because I can now cite it. Like, hey, before you even talk to me, listen to our conversation here. IT is absolutely reduced by going to Open Dental Cloud. Again, the first one, the off the shelf one I'm talking about, it is not erased, right?
Michael: Open Dental will help you with Open Dental. Anything else in your practice, printers, security cameras, internal cameras, sensors, CVCTs, PCI compliance, all that is, is traditionally still on the company. Gotcha. Okay. So then what are the frustrations when trying to explain this then I guess, do people still understand it or they're more like.
What,
Reuben: you know, it's I. T. there's like, I can't give my full explanation because it crosses the border into I. T. jargon and the three letter, you know, acronyms start coming out and everyone's lost. So what we typically do we share our screen, right? We say, Hey, this is exactly how it's going to work on your office.
Okay. Okay. Okay. Um, take the example of somebody that is on a server based open dental solution. Right now. We say, hey, you know what? It's the same version. We're going to put it in the cloud. Your staff is going to walk in the morning. They're going to see an open dental icon. They're double click on it and they're not even going to know what's in the cloud.
Execution is actually very simple, right? from the customer's point of view, right? There's some expertise that goes into, migrating to the clouds, you know, getting the cloud server where it needs to be security. All that stuff takes technical expertise, but the staff walking in the morning, double clicking on open dental that does not change.
So, um, that's why it's been such a successful implementation is because it's like it's still open dental that people know and love. Uh, it's just not on a local server in your office. And, you know, historically, the cloud has been slower, right? But with Microsoft's, you know, recent introduction of a couple of different protocols that are again, here comes the three letter acronyms.
RDP is now AVD, which as a virtual desktop, we're seeing now that the cloud is faster than a local server. So it's not only that it's it's 2023. Of course, this should be in the cloud, is actually, just as fast or even faster than a local server. So it's, uh, you know, a really great time to talk about.
This is when you're looking to replace your server. It's like, hey, do you want to, you know, do you want to write a check every 5 years? Right? And maintain that hardware. And when you replace it, there's downtime to transfer it, or you go to the cloud. You know, it's a really great time to, to talk to your IT company about, um, options.
So you don't have to buy one time, part of our cost.
Michael: Gotcha. So then it's easy. I guess, how often should you replace the server then? And then what really does cloud based I guess servers or softwares kind of cover, right? If you were to give us like bullet points of this is what it covers easily. Boom. And then how often should we replace the server?
You're like, Nope, I'm still sticking with what I know. Trying to
Reuben: servers five to seven years is a pretty safe, um, window of time, right? It is. If your server goes down, that means your patients are waiting. So, that is not worth something cheaping out on, right? It's kind of the brains of the operation.
Now, if you go to the cloud now, you don't have to work at hardware anymore, right? And you look at Microsoft's data the industry. This is this is true for voiceover I. P. As it is for any cloud service. They talk about nines, right? They talk about what is your uptime? How many nines are there past the 99 percent point, right?
And Microsoft has four nines. So that means you have about a minute and a half downtime a year. I've never seen it go down, but technically I guess it's gone down for a minute and a half on average every year. 99. 9999 percent uptime, which cannot be replicated at all by a local because all these services, you have Amazon, you have Google, you have Microsoft, just to name three.
There's competition part, you know, the cost of storage is going down. The cost of servers is going down. It used to be, it didn't make a lot of sense for a single practice to go cloud, uh, only for multi site and now it's just, everyone should go cloud because it's, more cost effective. Hmm.
Michael: So that's the key most cost effective then, right?
Especially if people are trying to. Gotcha. Okay. So then going with that to you, Ruben, because you've, you've worked with hundreds of practices or you are working with hundreds of practices.
Reuben: Hundreds of practices that use Open Dental and more, you know, more practices that use Dentrix and Eaglesoft and CareStack and Oryx and all those software.
So, you know, I, I see the entire industry. We're kind of focusing here on Open Dental, but, um, I mean, Open Dental, it's no secret is, My favorite software, I don't know if I've still ever seen a negative comment about open dental.
Michael: So then to you, what would be, if you're trying to be super cost.
Effective, but efficient to start off, what would it be the best kind of like formula or stack to use for this?
Reuben: So it all goes to fit, right? What makes, if we're, we're saying everything is equal, it's an easy answer. Right. but the problem is certain softwares are better suited for dentists. Right.
There's, of course, the feature set standpoint, and you can only find this out by talking to these companies and doing demos. Is this going to work for my practice and how I manage and bill and all that stuff? Um, you know, and the other side of this is you want? Do you want something that's all inclusive, right?
Let's let's take dentrics ascend. Uh, for example, you pay a higher bill, right? Then you would pay to open down, but you get every single service that you could want. The problem is you have to use all those services, right? There is no alternative. if you're a dentist that wants to use the best software, that's why open dental still exists, right?
It may look, it's from like, it's from the 1990s and they haven't updated it, but you know, what makes it so powerful is. honestly, it's like the app store on, on Apple, right? It's a, it's a great phone, but you know, what's great about it? The app store, you can download whatever you want.
It's got the best ecosystem out there. So you go into open now and you're like, you know, flex is a really great example. that program alone It's just so incredibly powerful, right? You don't have those options with an all inclusive software, but maybe you're a dentist and you're just like, you know, I don't want to worry about having to sign up for Open Dental and then Flex and then, you know, Practice by Numbers and then Mango Voice.
I don't want to have to do all that. Right. Which is, you know, why companies like Archie exists because they'll, they'll say, Hey, we'll give you practice management. We'll give you phones through mango. It's included in your bill. We'll give you patient communication. We'll give you all this stuff. So you kind of have to ask the question of what kind of person are you?
Are you justlet me sign up for 1 thing and I'll just use whatever they have. Or do you want to be able to be like. I want to work with the best, patient communication company. I want to work with the best clearinghouse. I want to work with the best, patient portal company, credit card company.
That's who I am. That's what a lot of dentists are out there. I mean, Open Dental is still the number one software for startups. Um, when we see people have all the choice in the world, Open Dental is still being... over 50 percent of start up practices are still going open nettle. and that's why, it's more of an ease, uh, question, right? Single pane of glass, it's all here. Freedom of choice is on the other
Michael: side. Gotcha. So one is more like all one subscription type. Yeah, like for example, like Oryx, right? If you were to just go with Oryx, all in one, exclusive, you know what I mean?
Inclusive everything,
Reuben: I'm going to get Oryx, uh, and I'm going to get phones. I'm done. Yeah.
Michael: It's easy. Yeah. Yeah. Okay. But if you want the, like the other side, right? The freedom to choose.
Reuben: So we have opened 400 startups. I've talked to most of these people and then, even, even more people, right.
Because the ones that didn't go with us. Right. I, and I hear their story. And like, I think the reason Open Dental is appealing. Is because, let's go back to the 2012, you know, I'm leaving Benco, I'm risking, that's, that's a health insurance for our family that's half the income for our family and I'm leaving with nothing and I'm saying, like, you know, I have a dream to create a great it company and I'm, I'm going for it.
Right. and that's who the startup people are, plus a million and a half dollars in debt, which I do not have. that's a whole nother layer. So, you know, when you talk to these people, they're like, this is my dream practice. I want it to be freaking awesome, right? And I'm not sure those companies can, can meet that standard, right?
They're, they're trying to be the jack of all trades. because when you peel back the layer. You know, let's again, just let's go back to Ascend. That's like 10 different companies, right? They've stitched the software all together to make it all look and feel like a cohesive interface.
But the practice management module is different than the image, right? That's a separate software, right? So you're talking about one company who's trying to develop and, you know, and push forward 10 different platforms. It's really hard to do, right? And it's one reason why we're like, Hey, mango, do your thing.
Just frickin nail the phones, right? And a lot of I. T. companies do do phones. We just feel like it distracts from our core purpose, which is like. All right, we're going to be awesome at support. We're gonna be awesome at startups, which is basically support as well, you know, and we're gonna be great at the cloud, right?
let's just focus on these three things. That is our competitive advantage. When you try to broaden in any segment, I mean, Dennis probably know this from trying to bring in, let's bring in ortho, let's bring in oral surgery in house, and you try to be A plus at all these different things, it's really hard.
It's the same thing with software companies. Everything in the startup, it's a conversation. I listen to what people want and, you know, anytime they're just like, this has to work. I want this practice to be the, you know, the best patient experience. It can be it usually inevitably points to, to a single software company.
Michael: Yeah. Okay, cool, man. That's awesome. And then, so with that kind of being said, I know cost kind of comes in the mind. That's the question that a lot of people really ask is how can they start cutting down on their I. T. or how can they minimize that I. T. bill or have you seen this? Where people are like, Hey, I just got like new fees on my it bill or something like that.
What, what is up with that?
Reuben: The new fees thing? Uh, well, I mean, if you add computers, it just depends how your IT is set up, right? there's. Uh, on the back end, I can tell you, as somebody who runs an I. T. company, we get charged per device, right? So it's natural for your I. T. company to then bill you. It's the fairest way to do it.
We get charged for ten, you know, antivirus agents. You have nine servers, nine workstations and a server. That's ten. Lines up. So usually when you see I. T. bills go up office ads, a computer office ads, email services. It's, it's stuff like that. I mean, unless you're just working with, you know, shady folks that just move numbers, you don't notice, um, you know, we do price increases, uh, annually because we give our staff raises.
Guess where the price increase comes from. what we hear from our clients, we want to work with the same people again and again. That's retention. And that means you got to give people a reason to stay here. Besides like, Hey. You like ribbon, you should stay here, but usually that means promotions and raises and all that good stuff.
let's pivot to how do you cut down on IT costs, right? not someone who is, let's say, there's a lot of IT companies out there that prevent their clients from going to the cloud because they so fear, like, oh no, it's not ready yet, it can't do what you want to do. But they're really protecting their butts, right?
They're like, oh, my client goes to the cloud. I'm going to lose revenue. So let's talk about that. Let's talk about how to lose IT companies revenue. so think about, any software out there. Dentrix. Uh, Eaglesoft open, right? We have a server uh, we have to back up that server and the office says, you know what?
If that server goes down, I don't wanna be downed at all. Alright? So then we need a backup and disaster recovery system. So when we go cloud, let's just make it very, very simple. Let's leave three D out of it. Let's, let's treat it like it's a pediatric office and everything is two d imaging.
I'll pick on Oryx for now, right? I know it's a good partner of ours. I know Rania. I love the products. When you go, or let's say you're on Open Dental and DEXIS imaging locally, you go Oryx, what goes away on the IT side? Well, I don't have to manage your server anymore. That is one of the highest costs on there.
That goes away. I don't have to back up that server that I'm not managing anymore. So that goes away. So what does that leave? That leaves how much support you want, right? And so that's either you pay as needed or you want unlimited support for your practice. A firewall that is still a HIPAA requirement in antivirus software.
I'm just trying to keep it as simple as possible, like there's patch management and all this stuff you have to keep your computers up to date that should, go along with the antivirus and all that stuff. But, some big stuff comes off, but you still have a lot of requirements, and things to protect on the network.
Gotcha.
Michael: Okay. So the requirements still stay, but now when you say the biggest expense, which is the servers, right? That kind of comes off, how much are we looking to shave off when that happens?
Reuben: Yeah, so I mean, I can only talk about myself. Right. And our company. so again, the two biggest costs are support.
Let's say you're paying for unlimited support. We call that our gold plan, right? Unlimited phone support and server management. So let's say an office is on a 600 a month plan with us unlimited support, and they go to a cloud based agreement. You could be looking at 150 a month in savings. Okay,
Michael: but server management, right?
Or the
Reuben: server? Server, yeah, the server in the backup system going away, you could go down to 450.
Michael: Okay, but everything else, the bare bones requirement.
Reuben: Percent savings.
Michael: So when it comes to like the, let's just say they did that and they went with the works, they did all that and they're like, Ruben, help me out here, man.
Like I need, give me the bare bones that what we can do. How does that look? And, and is that feasible for the long run? And they're like, I want to grow,
Reuben: but give me the bare bones. Well, depends on how much your staff calls in, right? If your staff doesn't call in. You should be on a bare bones plan, right?
You shouldn't be on just like, Hey, cover me for HIPAA compliance, cybersecurity, make sure I don't get hacked. Let's go. the thing is most of our clients call in, they use the service they pay for. So it's, it's completely up to the client. I think it's a really. Smart decision as, uh, as a business owner, not to put a barrier between your staff needing help and like, Oh, you know, Dr.
Clark's going to get a bill. If I pick up the phone, right? Things are broken. Your staff doesn't hesitate. It gets fixed done, right? That's the stuff that, you know, the dentist doesn't see while they're in the treatment room is like, you know, the scanner doesn't work. So your staff is so much less efficient because they had to, you know, create a workaround.
Right. Because they know if they call, you know, Dr. Clarkson and get you know, bill in the mail 10 days from now, he's going to be like, Hey, Nancy, what the heck? Yeah, yeah, yeah, you're right. You know, it's uh, you know, And
Michael: I feel like that kind of creates like more, uh, you're scared. You won't even tell the doctor, you know what I mean?
You're like, oops, I pray, tell her you'll lie about it or something, right? In order to not feel, you're creating some type of weird environment in your office when you do that. Right,
Reuben: right. I can't imagine how much stuff. Wouldn't get done if I was the bottleneck at my company, it's like, Oh, no, we can't reach out to that company until Ruben approves it.
It's like, Oh, my God, I wouldn't get anything done. Um, but to answer your question, like, if you, let's say it's a, it's a medium or sized or smaller office. You stripped out the unlimited service and you're just like, Hey, I'm going to Oryx and I want no frills, right? Just give me, compliant and protected.
You could easily be in the 200 to 300 range. Yeah. Yeah.
Michael: But the unlimited, like give me an example, like why, or from your experience, if you can give me like the top three, why does staff call in a lot? Let me
Reuben: just pull up our service board right now and just list off what people calling about your PCS compliance scan a
PCI compliance scan, it's a test for I. T. Professionals. It's like, you know, what settings do you have on on your firewall? Do you have antivirus software? When were the last? So it's basically a test for I. T. People. That's a really great thing to offload to us because that thing takes like 30 minutes to complete.
Right? questionnaire and then you have to schedule the scan. You have to know your internal IP address that spectrum gave you to run. Anyway, uh, that's one example. let's see. Questions about switching a panoramic PC to server PC. So this office, they have a imaging database on their pan PC and they want to.
They want to talk to us about what it would take to move that to the server PC to consolidate that, um, create remote access, right? That's something that's included with all of our plans. Great remote access for, my new remote employee, uh, so that they can log into a lab computer, let's see, install remixes on computers that were just installed, uh, by the office.
uh, workstation two cannot print, create new windows user on consultation computer. and then, oh, this one's great. Uh, shout out to Becky Scott from Lincoln Children's Dentistry. Help my son get fortnight to work on our office Wi Fi. So, you
guys, you guys cover all kinds of help my son get fortnight to work.Yeah, I mean, there's... You cover everything. IT companies, uh, you know, we're, again, we're dental specific. We coach our people to call us on anything. There's, there's really two setups. There is the like IT company that say, Hey, that's a vendor problem. You need to call them directly. And then there's us, right.
And, and some other really good companies in the space who have vendor management built in, and that's the expectation that like your staff. Is taking care of patients. They're not like waiting on hold with Carestream or, you know, gen X or Dexus, you know, they're, they gotta take care of patients. Like, yeah, wait on hold while, you know, while we're, you know, working at home or, or at hq.
So, but
Michael: that, I, I think that's really good to have though, because I feel like, uh, a lot of the times you waste time looking for it, right? When we can just go to you and then you give us the solution. Hey, it's a vendor, Hey, it's this. And so I'm sure you've heard of this a lot, and this is a question when I asked and the Dental Market Society Facebook group, like in other places, they send us this one a lot, uh, when VoIP, right?
So they're saying kind of like we're having an issue with our phones and then VoIP says there is no issue or it can be any other vendor, right? That says there is no issue on our end. So then it falls back on you or what, what happens there?
Reuben: Yeah. So, you know, in the example of the bad it company that says call your vendor, you're stuck in the middle as the client, that's the worst, you know, you feel helpless, kind of feel a little pissed off and you're like, what, and so our clients never have to feel like that anymore because we're just, we are them.
In that scenario, we're hunting down the solution the ticket will not get closed until the issue is resolved. So let's talk about voiceover IP, right? A lot of, you know, a lot of people that is the standard. Now, of course, you should have it. It's really great if you have a hybrid, you want to offer jobs that are hybrid or even full remote, right?
Voiceover IP is like the only way to pull that off. So you install your new phone system and you're having call quality issues. the number one most likely culprit is going to be your firewall. Okay, so if the phone company says, Hey, our servers are great. Everything looks really good until it hits your office.
And so let's assume they're right. Yeah, you know, let's assume AWS is not having an issue. Firewall is gonna be number one. Internet quality is going to be number two. And number three is going to be the device that controls your network. Sometimes that's the server. Sometimes that's the firewall. But basically, you know, my, when you, when you go to Starbucks and you join the wifi, you're getting an IP address from something, right?
You're not just, just magically connecting to the internet. Something is handing you an address. Okay, so those are the three things that again, if you have an I. T. Company, they're going to be able to diagnose that stuff pretty quickly. They're going to be able to run, let's say, in the Internet stability.
They're going to be able to run a ping test. Let's say you spectrum. They can see is your Internet like a D. C. Current. Is it just flat? Or is it like, is it just Jerry? And it's all over the place. You know, voice needs a very, consistent connection to work well, not a lot of traffic, but just needs a stable connection.
Firewall. Well, if you just leave the firewall stock unconfigured, it's just going to be constantly scanning that phone traffic, and then you're going to call quality issues. So, what we do is after the office let's say they get mango, they plug their, uh, yelling phones in, they show up on the network.
we do a couple different things, but just to keep it simple, we whitelist them, right? we tell the firewall. These devices are safe. Don't hammer them. Right? Don't constantly bombard them with internal threat protection stuff. there's a couple other tips and tricks you could do, but it's more kind of for your, your I.
T than like a D. I. Y. Stuff. So we won't talk about that. Yeah. And then there's the device that hands out I. P. Addresses. Right? So you could be out of I. P. Addresses, right? You have such a large office. You've maxed out. You plug that phone in. It doesn't even connect to the Internet. you could have I. P.
Address conflicts, right? So, uh, you let's say, the phone's working great. You connect your laptop, That router gives, uh, your laptop the same address as the phone. One of those devices is going to win. Okay, uh huh. Right, so there could be an IP address conflict. Um, and I'll just throw out some, some other words if people are taking notes here and they're going to send it to their IT company.
DHCP, that's what, that's the service that hands out IP addresses. DNS, that's how devices resolve internet addresses, right? Google. com is actually 8. 8. 8. 8. Okay, right. So when you type in google. com, it's touching a DNS server and it's saying, what is this? And it goes, Oh yeah, that's 8. Of course. Well, here you go.
You don't know that's happening, but DHCP, DNS, and lastly, gateway. Gateway is just how you get to the internet. So I know that's, that's a lot of technical jargon, but you know, for the, for those of you who are DIY er, like furiously writing your, your IT company to email right now, just put all those words in there.
Michael: Wait, quick question, leaving firewall stock? What does that mean? Like you said, if you just leave your firewall stock.
Reuben: Okay. So let's say you get a firewall. Plug it in out of the box. You don't do anything. All right. What you're going, you're going to have phone issues. You're going to have issues with anything that is internal that needs to broadcast external.
Okay. So think, think about. Open dental e services thing about, credit card, right? You have a credit card reader that thing needs to authenticate their credit card and come back if you leave it stock. It's going to turn off access to all of these devices that you rely on your practice to work on. Now, it's not going to not work 100 percent of the time.
but these are the things that your I. T. commission should be doing. They should be whitelisting these known good devices. Um, so there are no issues and you don't have to worry about this stuff at all. Gotcha.
Michael: Okay. Interesting. So this is basically why we hear all the time where they might be like, hey, it's not us.
Call your IT company.
Reuben: It's not us. It's you. Um, yeah. Uh, It's usually, it's also usually the firewall and, and not to get into a soapbox here. IT is, it's really hard because there's not like a set of standards. So again, anybody, including me, I should say, You know, self taught, just have a lot of experience, can be an IT person, right?
So, you know, you come along and someone's like, Oh yeah, I can do all of that for half the price. Right. And it's just like, okay, but what are you getting? And it's like, uh, none of this stuff is HIPAA compliant. It's like, no wonder it's half price because it's not actually protecting your office. You know, you, do want to work honestly with folks that care about their patient's data.
Right. Because that's what I care about doing a good job. but I tease one of those tough industries, right? There's not a lot of regulation in terms of, who can, um, be an I. T. person, if you're an I. T. person that's working with a dentist, you have their trust and you breach that trust by selling them something that is not HIPAA compliant.
There are no ramifications for you. So it's, somewhat of a wild, like I'm in this, this position where, you know, I've been around long enough and I have the respects, uh, of a lot of people out there and there are other companies like medics dental, that, that do a really good job in this space. And, you know, we like to say we're the good guys, right?
We don't cut corners. We do the right thing. We take care of our clients. But then there's the rest of the market and it's, really hard to have, conversations because the dentist is always stuck in the middle, right? They're hearing one thing like from a colleague. Oh, this endodontist who has five offices in Illinois uses this guy and pays him, pays him 40 bucks a month and that's everything you do.
I'm like, yeah, okay. You know, it's half of these, like, okay. I want to fight to keep the client. The other half is like, this person has been fed a load of, you know, BS. And I'm not going to be the one that's going to be able to convince them that they were given wrong information by their endodontist friend.
So it's like, yeah, it's just, mistake. In that scenario.
Michael: No, that's good. Because in that scenario, what would be like the, I guess in your terms, like the BS, like the stuff where you're like, Ruben, I see that all the time, man, where I'm like, Oh, look, your fellow it person here just wants to let you know.
And then they give you like a list of everything or whatever. And you're like. What? You know what I mean? it looks like they pretty much are saying like, we can do the same thing, but like, 40 bucks a month
Reuben: I'll the name, but I'll give you a real example.
So we had, we had a dentist that recently left us, right? Um, and they, they were under a, a one year startup deal. Right. So we give folks lower pricing, on the startup price. they just have to sign a one, just a one year term, uh, initial term. Then it's month to month after that. So it was like month six in this, dentist, uh, was struggling, right?
Her practice wasn't growing as fast as she wanted to. So she was making calls to vendors to be like, Hey, what can you do for me? and this is was kind of alluding to the endodontist. This is, that's kind of the story, right? She talked to a colleague who used a guy, um, for his practices and was like, Hey, I'm really struggling, but I'm not going to hold somebody to a contract if I'm affecting their business. Yeah, yeah, that's not why I got into this industry, right? Is to make every single dollar I could from a dentist, and it's like, tell you what, let's make a deal here. Send me what they sent you if they are truly matching what we are providing.
Like, just let's, let's part ways, right? Go there, save some money and, you know, let's part as friends. so got an email a week later and they're like, the plan is we're going to take your HIPAA compliant firewall and we're going to replace it with a home router for Best Buy. It's like, okay.
And then we're going to take your HIPAA compliant backup system and we're going to install a free Dropbox. I'm like, okay, so I didn't even read the rest of the email. I just stopped there and I was like, all right, so let's let's figure out how to work together. They're not giving you a HIPAA compliant solution.
You know, like, if I can help you in any way, take some pressure off your business, let's do it. And that email came back with basically, I was the bad guy for pointing out that they had been given bad advice. So I have two choices in this moment. I can keep continuing to try to work with this person or I can just let them go.
And I chose to let them go. I don't want to have to be bad guy. I don't do high pressure sales. I don't do scare tactics. or if you trust another person. More than me if by all means, please go work with them, but you know, peace of mind sleep at night I told the doctor everything that they were not getting you know They were literally compromising their patients health information.
can't work with that person, you know
Michael: yeah, so they were more upset that you didn't agree with the other IT companies like Janky solutions, you know what I mean? Like, Oh, like, Hey, we're
Reuben: just like a perfect they're doing what we're doing for less money, show me, cause I would love to know how to be more efficient.
Just, I'm curious, like, how did, how is this possible? And it turns out the solution was, we're just going to pull stuff off a Best Buy that belongs in someone's home. And so you're good.
Michael: That, that story really gets into the essence of the complexity of being an IT professional in healthcare.Yeah. Yeah. And we got to go one of these days, we got to do an episode about how important it is to be HIPAA compliant. Cause I know we kind of touched that. Well, we touched that in this episode, but we kind of touched that in previous ones of, it's mega important, you know.
Um, in order to do that. So
Reuben: it should be like car insurance, right? It should not be opt in, opt out. it's like, yeah, I kind of want to be a little compliant, but then I want to ignore all this stuff, you know, that actually costs a little compliant and like, who's safe. Henry Schein got hacked twice, Aspen Dental.
And this is just this year, Aspen Dental had over a thousand practices get hacked. I don't know what it's going to take, and I try not to, you know, worry about all the dentists that didn't take my advice went down a different pathway, but. This is what I talk about. I want to work with people that care about protecting their patient.
is a passion of mine. I want you to care about protecting your patient's health information. Yeah,
Michael: and I like that about you, man. It's because, like, your transition... Every time I think Dark Horse has been running, you guys have been... Moving the needle closer and closer to quality, right? Over like, we got to get more sales, more people, more things.
and every time you guys have ever sponsored, right? You're never like, how many leads are we getting or anything like that? It's more like, Hey man, like let's, let's. Let them know about this. Let's let the people know about that, right? important
Reuben: stuff. My marketing strategy can be distilled down into two words.
Good vibes. I just want, like, good vibes that kind of, you know, reverberate throughout the anals of the internet, right? Just like, uh, you know, someone has a question on, uh, you know, dental marketer group about imaging software. Whatever. We'll jump in. I'm not gonna solicit you. Here's an answer. Great.
If you look me up and you want to reach out, that's awesome. But that has been for 11 years all organic growth. And why? Like, we love partnering with with you. Michael's just like, here's a podcast that is just about let's get as much information. Let's clear up confusion in the industry.
I'm not asking you to work with me. Take all this information back to your IT company and protect yourself. And if you love your IT guy, keep working with him. I'm here if you want an option, but like, I really hope you care about compliance before you call.
Michael: Yeah. And if you guys want to know how to get Fortnite to start working in your office.
Reuben: That's the
Michael: firewall. Yeah. I remember, uh,Ashley one time caught you, right? Like about a fridge or something
Reuben: like that? so actually once called me when her power went out.
Hey, my, uh, you know, my, uh, computers aren't turning on, I was like, can you call your electric company and that goes back to just like we, again, when we train our clients calls for anything, sometimes they do. Yeah. And no, no, no. Yeah. Call NYSEG or, you know, call your local power company.
Uh, happy to help out and pick up the phone and all that. But yeah, no.
Michael: That's awesome. Ruben, we appreciate your time, but before we say goodbye, can you tell our listeners where they can find you?
Reuben: Oh, yeah. Um, I'm all over the internet. So you'll see me just popping around in and out of Facebook groups. Uh, my direct email is admin at dark horse tech.
com and go right on our website and hit contact us. And that will, uh, generate a little, link to schedule a call with us. DM me on Facebook, you can DM me on Instagram. You'll see. Instagram, if you want to follow us at dark horse tech, that's where I post, you know, anytime we're doing a startup. I post all the pictures out there.
Right? So if you're interested in working with us, or just interested in like, what are the newest latest startups looking like? we're, we're pretty much doing one or two startups a week, right? So we did about 87 just last year. and so yeah, follow along. that makes me feel good.
Cause I'm the one doing all that posting. So please like, like my photos.
Michael: Please like my photos. Awesome guys. So that's all going to be in the show notes below. So definitely go check it out. Follow Dark Horse Tech on their social media. And at the same time. Click on the first link in the show notes below to check out the exclusive deal that dark horse tech is giving you go ahead and do that.
And Ruben, thank you so much for being with us. It's been a pleasure and we'll hear from you soon. Appreciate it, Michael.
Are you looking to hit the ground running with powerful ground marketing strategies? Our ground marketing course offers a range of actionable steps utilizing local restaurants, gyms, corporate locations, and small businesses in your area! With step-by-step scripts, foolproof plans, and real-time video demonstrations, you'll master the art of effectively engaging with your local community to attract new patients effortlessly.
Click this link to join the community! https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
In this week's Monday Morning Marketing episode, we're thrilled to welcome back Aaron Boone, the marketing maestro from MVP Mailhouse. Today, Aaron is pulling back the curtain on an upcoming course segment, offering an exclusive sneak peek into the world of direct mail tips and strategies. Join us as we delve into the art of showcasing your brand effectively through postcards, exploring the secrets to attracting precisely the patients you desire. Aaron shares insights on selecting the best images, crafting compelling offers, and optimizing headers for maximum impact in your location. Wondering which postcard style delivers the best bang for your buck? Aaron breaks it down. Plus, he sheds light on the importance of tracking the average new patient value over the first year and reveals ingenious ways to create urgency without a firm expiration date on your offers.
Listen today for a glimpse into our upcoming course and lesson on elevating your outreach game!
You can reach out to Aaron Boone here:
Website: https://mvpmailhouse.com/
Email: info@mvpmailhouse.com
Free Direct Mail Analysis and Heat Map: https://mvpmailhouse.com/demo/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Aaron: Hello. Hello. Thanks for joining me for another course. So, all right, this one is pretty excited and it's a common question that comes up a lot. Once again, my name is Aaron Boone with MVP Mailhouse. And today, for this particular segment, we are going to talk about designs. What works, what doesn't, what even down to the size of card.
Let's talk through a number of things. These are common questions that a lot of people have. And then, um, kind of the elephant in the room, I think, when it comes to direct mail. A lot of people think, like, they have to give away the farm, so to speak, in offers. So, we're going to talk about offers, what works, what doesn't, and uh, let's go from there.
So, here on our website, I'm just going to go in, just so you guys have some visuals, you don't have to just stare at me, you can look at a few different designs. There's a few elements of every design that we want to focus on. So, granted, what I put here on the website are definitely more of our generic stuff.
And then from here, we customize each one of our designs. I think that is the first thing, right there. Is, you need to be able to, hopefully you guys have already worked your brand. Like, what is your message? Are you a low priced leader? Which is okay if you are, Or are you a high end boutique place doing Botox and other things?
I think it's really important to identify, your strengths are. So my number one suggestion for your direct mail piece, when you design it, is play to your strengths. I know it sounds really simple, but play to your strengths and your design. and as I kind of talk through that, I'm going to say there's different ways to illustrate that.
So I've done, I've tracked all different types of mailings. You know, millions of mailings across the country. From trifold, bigger brochures where you really get into some big case type dentistry. to small little handout cards that are mailed. to large oversized postcards. Here's what I recommend. I have found over, over my time, now it can vary by area for sure in my case, but I feel the best bang for your buck is a 6 inch by 11 inch postcard.
That's what I recommend. Why? Well, a couple reasons. When you get the mail, here's a standard envelope that you would typically get, right? In the mailbox, there's bills, there's other things. Well, the nice thing about this size is it's just a little bit longer. So it stands out in the mailbox. It doesn't get lost in the shuffle.
That's the downside of a smaller card. that could get lost behind the bills and get thrown away. Totally invisible. So if you go with a bigger oversized postcard five and a half by eight and a half is also a really common, you can do it a little cheaper because you can print more of them in a, in a typical print run.
Um, but even if you do a trifle, just make sure it's a little bigger than the standard envelope. So that's why I like anything five inches and beyond and width and in length. I typically recommend that it's either a little shorter than a standard envelope, or preferred, even longer. So I hope that makes sense, so it kind of stands out.
Okay? Alright, so, once you have decided on the size, now it's what is the message. Okay? Now you see a very vanilla card here, but there's actually some important elements that we're seeing on this right off the bat. Okay? Of elements that I try to look for and that I want to incorporate. So this is a good, I guess, template to start with.
Not to mail, but to start with and improve. So number one, I always like a clear, bold headline, um, message right at the top. Some sort of, um, header right to the point that gets the customer, the potential patient, right into the mindset, okay, this is for dentistry.
Okay, I think that's important. The next is a really great image. Alright, too often you might do a card with, bad imagery. I prefer actual, office photos, so if you have some cool pictures of the docs, or of the team, that's what I recommend to put on the card. Now, if you don't have those, remember what I say, play to your strengths.
So, if you don't have a good looking office, well, don't put it on the card, right? the staff isn't maybe as photogenic, well maybe don't use that angle. So play to your strengths, whatever it is, as far as the imagery goes. But big, solid images. Let me pull over another here onto the screen here where you don't have to just stare at me.
But kind of an example here is a big, solid headline up here. You know, right to the caring for our community smiles. Whatever your, your tagline is. Okay, always include, highlight, and then the image that we talked about. A logo, phone number, and then also, I like to have something specific for the time.
Notice on this one, New Year, New Smile, Benefits Renewed, End of Year Benefits, Use it or Lose it. Notice it's not the feature of the card, it's an FYI. The feature of the card is you, your branding, your name, your logo. Okay? Other elements to look for, I typically like to have offers, we'll talk about those in a minute.
On the back, this is a pretty standard type design, where you have offers, you have services. Always big bold phone numbers, address,
Aaron: and I like to have a map on the back also. Picture of the doc or practice, if applicable, um, and, reviews. And reviews are really important too. So, the next thing is, here's a question that I get a lot about, um, cards.
You know, let's say you want more implant cases. Okay? Sounds great. Implants are, are great. They're valuable. But, here's the problem. If you only target implants, what about the home that gets a card and needs three crowns? You don't want to lose that. So, I like to incorporate multiple angles.
Don't be too specific just for that big case. Now, there are such things for sure. I've done implant specific mailings. Um, no doubt about it. But in general, I like to keep it a little broader. So I'm capturing more, people that might need crowns, might need Invisalign, might need implants, a little bit of everything because you never know what's going to resonate, what's going to jump.
Um, if you're doing a grand opening, always make sure you really highlight the grand opening on the card. I think it works really well. Here's an example here. Grand opening, this is for an orthodontic practice, that was new. Have some personality to it. Kind of like I'm into this is, this is one of our offices that just always kind of does silly designs or thoughts and it works really well for them.
So, anyway the next step is, is let's get into some of these offers. Why do you always see some of these offers and what do they mean? Well, let's talk about it. It's different by specialty, but in general, my rule of thumb, I'm just trying to find you a, a quick example Okay, so for this one, you guys have seen the 49, 59, 99, 149, whatever it is.
Sometimes you'll include just the exam and x rays, and sometimes you'll include the cleaning. Now there's a couple things you can learn from this. So this is designed to target cash patients. Alright? My rule of thumb is this. I like multiple offers. And those that are wondering about offers, offers work.
Okay? I've tracked 100 million cards, 100%, they work. And it doesn't mean, and this is a misconception in marketing, that offers are a bad thing. Okay? We all like deals, right? put yourself in the consumer. They need a dentist. They could go to this office, or this office. You all accept their insurance.
What stands out? Well, sometimes it's just a little perk to push them over the edge. They like your card, it resonates, the picture, maybe the staff picture resonate with them, but you're also giving them free whitening after paid exam x ray cleaning. So, I recommend to have an offer for cash patients, an offer for insurance patients, um, and a big case offer.
In general. So what does that mean? An Invisalign offer or an implant offer? Free implant consultation. Okay? Because the value of that is so high, it's worth you taking a chance. And maybe having a little bit of a loss later on some time. The other thing is this and I think this is lost a lot of times. is your average new patient worth over the first year? Think about that. The average new patient value, I typically see around 1, 000. So 750 to 1, 250 over the first year. They come in, 6 month visit, 12 month visit, around 1, 000. Now what if they need 3 crowns here, but this person never comes back? You know, you have kind of this lot of patients that are coming in.
But the average, if you think of that, the average person's worth about 1, 000. So and that's just in the first year. So if it costs you 50, 100 discount to get them in that first time, and then they like you and they keep coming back again and again and again, plus they refer their friends and family, that 50 that you gave up front is long forgotten.
That free whitening tray is long forgotten in two years from now when that has turned into 20, 000 from that patient, from their family, and a couple co workers they referred to you. So don't be scared of offers. Now, I will say this. If you're not great at case acceptance, or you're not good at retention, my rule of thumb is this.
The more confident you are in those, the more confident you are in retention, the more aggressive you should be in your offer. Follow me. If you can get them in the door, you know they're going to stick and they're going to stay, be more aggressive on the front end. If not, then there needs to be more skin in the game.
Maybe instead of a, you know, 99 exam x rays, maybe it's 249. Maybe it's 149. but cash offers are typically ones that have dollar amounts around them. Insurance offers are typically the number one insurance offer in the country. It's nothing new. You guys have all heard it, but it's actually free whitening, right?
Because it's something extra that after they come in and pay for their exam and x ray, then you're going to give them a free whitening trade or a, you know, I prefer like, um, rather than using chair time, getting even like some take home tray, take home kits. That's a really easy alternative, to that.
This particular example here is free new patient exam and x ray. Now notice it doesn't pay for cleaning, but it gets people in the door, gets you looking in their mouth, helps you build that rapport, and then you turn them into great long term patients. Okay? Just because someone is calling about a deal does not mean they're just a price shopper.
They genuinely need a dentist. When was the last time you just called a tire shop just to haggle pricing, but you didn't need tires, right? You don't do that. So you're not going to call and haggle with the dental office If you don't actually need dentistry, so I think that's a misconception is people are calling because they actually need a dentist it's the staff's job to get it away from the price and more about the value And the need and the health and we'll talk about that in a later segment when we talk about front desk training So, all right in general though, so for the design offers work.
Don't be scared to use them Remember seasonality in your messaging. As you do this like I said new year end of year that type of stuff Grand opening really feature that grand opening be bold imagery. Remember demographics. Keep that in mind, okay, of who you're targeting. Are you targeting the Hispanic population?
Are you targeting, other demographics or income levels or things? Be conscientious of that. If you use stock photography, imagery you should work, or use, should reflect your patient base. because that's who you're targeting. And for some offices, I might, it might vary. As I mail to zone one, up to the north of the practice, maybe it's more Hispanic, maybe it's black more to the south, it's Asian or white on another area.
You can rotate that imagery in your designs. So, it resonates a little more. But I love big staff photos. I like, um, strong messaging for the time of the year when it is. It'll help people move quicker. One last comment here before we wrap up this one. Expirations. So that's another question people ask me. there's two parts of this. One is should you put at the bottom of your offer? Free whitening expires three, three, 2022, you know, six weeks out or a month out. My recommendation is no. Now you want to create urgency, so what I recommend is typically put something like expires in four weeks, expires in six weeks, okay?
That will create some urgency, but it doesn't have a deadline date because what happens as I track these calls, people get the card, they put it on their fridge. Cause they're not ready to call now. They pull it down in a couple months and if they see a hard date, the shelf life's less. You're less likely to call if it has a firm expiration date.
Oh, it's already expired. But if it says in four weeks or six weeks, they start the way, huh? I wonder if that's still valid so we literally hear on recordings all the time. Hey, I have this postcard I've had on my fridge for a few months Are you guys still accepting new patients and are you honoring your free whitening offer and guess what you should teach your front desk?
Oh, yes. Absolutely. We are with who do I have the pleasure of speaking with thanks for calling and turning that into an appointment It is worth that front end that twenty thirty dollar whitening kit To have this patient who's going to bring you possibly thousands of dollars tens of thousands of dollars with their network of family and friends If you can earn their business, okay, so on the designs be bold be bright.
I like bright fresh colors I like if you're gonna use stock photography use fun pictures Okay that stand out of their mail of bills and other things that you get in your mailbox What's
Aaron: gonna resonate because we are all in this space in the dental space, you know, sometimes we'll say well do people look at their direct mail, well, the answer is yes. That's why people keep mailing because they're making money. If you're in an area where you're getting direct mail from competitors, well, guess what? They're not doing it because they're losing money. It must be working for them or they wouldn't keep doing it, right?
So it means you're in a responsive area. I will say there are certain parts of the country that respond better than others for sure. If I have a little more risk, I would say it's more in inner city areas, high rise apartment complexes, those kind of areas. But if your practice is outside of major, major beltway, um, into suburban single family areas, rural areas, all of those do really well.
Certain States will respond better than other States. But regardless, even if the dentist across the street is doing direct mail to don't be scared. Just come up with your own message and find what is resonating in your area because not even if there's, you can't eliminate competition, right? There's competition all over, but you need to stand out when they see your car, okay?
And it happens all the time. Create a design that resonates and stands out and represents you. Play to your strengths, don't be scared of offers, and always use a tracking number on it. And I'll talk about that in our next segment of how to better track your mail. But anyway, hopefully that was helpful in some of uh, these things.
Now remember, certain states have certain guidelines. If you put offers on, for example, in some states, like Florida, you need to put the code to the procedure, and also, the value. Some states you're required to put the value. So if you put free whitening, regular price. 99. Normally, 3. 27, whatever it is.
So those are the only other restrictions you really need to think about. Anyway, hope this was helpful and I hope you're creating great designs out there and test them, try different things and see what works best. And when you find that sweet spot, continue to push that. All right. Thanks so much. we'll talk to you soon.
Bye.
Today I want to tell you about our sponsor for this episode, Olsen Dental Chairs!
Imagine you're a dentist and you spend your whole day around the chair... Well, Olsen has over 40 years of experience in making those long hours as comfortable as possible for both the dentist and the patient!
If you're a dental professional looking for high quality, cost effective, dental equipment, check out Olson dental chairs!
Click this link and mention this episode for a limited time FREE installation with your purchase!
Guest: Camila Regis
Business Name: Olsen
Check out Camila's Media:
Website: https://olsenna.com/
Other Mentions and Links:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- How much do first impressions really matter with patients?
- What are some common barriers that are keeping patients from coming in?
- Does high quality and modern equipment really make a difference?
- Some of the psychology behind dental anxiety and first impressions.
- The benefits of patient comfort and an inviting staff.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: All right. It's time to talk with our featured guests, Camila Regis. Camila, how's it going? I'm
Camila: doing great today, Michael. And what about
you?
Michael: I'm doing pretty good. Thanks for asking. If you don't mind letting our listeners know where are you located
Camila: right now? I'm located at the South of Brazil right now in a city called Bailosa, where is the headquarter of Olsen, uh, USA.
Dental equipment.
Michael: Nice. So all the way in Brazil, which is only according to PST time, California time, four hours different. So that's pretty awesome. But if you can tell us a little bit about your past, your present, how'd you get to where you are today?
Camila: So, um, I was always in love with different cultures when I was a little kid, um, my biggest dream was to be a dentist. I'm not a dentist nowadays, but I work with that. I work with dental equipments. So since I was always interested on different cultures, I try it and I directed the lead of my, um, career to something I could be able to work with different cultures and different countries.
So, I am here today, working, uh, with this project of expanding Olsen that comes from Brazil to all of the world. we are over a hundred countries. And I am the responsible, uh, of the team that is, doing all of that.
Michael: Nice. So in charge of like, the growth area. So you don't mind me asking, why did you always want to be a dentist?
Camila: I don't know. I think it was, um, when I was a little kid, I had, um, some problems in my teeth. I usually go to, to the dentist and. This guy was so nice to me, and it was such a nice environment, and I can't remember, like... Every week going there and being familiar with everything. So I was kind of amused with that profession.
And I was like, Oh, I want to be that. I want to be a dentist.
Michael: Okay. So it was also like, the main thing was the pain point kind of thing, right? You were experiencing a problem and you saw how they fixed it really quick. Yeah, exactly. Okay. Interesting. Awesome. So let's dive into this. And for those listening on audio only in the podcast, you can scroll down in the show notes and look out on our YouTube channel.
But this is going to be a presentation that Camila has, kind of like a webinar. And what we're going to dive into is marketing your practice through your dental office. And so what do first impressions have to do with that? Because I noticed that's the title here.
Camila: So let's start with that. so first impression, uh, is something that we need to consider to everything.
Like not only just for a business or dental practice, but for everything, for yourself as a professional. So why not think of that in your business when your business is a as Oscar White said, uh, you never get a second chance to make a first impression. So you need to take advantage of knowing that from your consumers.
So you need to be on that point where you are going to plan what is going to be the first impression they have from you. And that is like 100 percent true what Oscar Wilde said, initial impressions matters a lot in human psychology and it's exactly how people's perception are shaped.
So when we talk about these, uh, it's not just of individuals, but also of business, locations, objects. Why are we not talking about that when we talk about dental office? So my question here for whoever is listening to us or, watching us, have you ever thought about these when you started your dental practice or when renewing it or when buying your equipments or planning the design or even hiring your staff?
I I think what we are bringing today is going to be interesting for you to update that idea on your mind. And if you don't, I believe that you need to keep your eye on it. So Bert Ducker, one of the greatest experts in communication, did a research that says the brain takes only two seconds to form 50 percent of the image. About someone or something and the next four minutes to complete the rest of this idea. So, can you imagine having only 2 seconds to show someone what is your dental practice about what you are trying to show them or give them the experience at that point where they just walk in your dental office?
Well, uh, this prejudgment will conditionate the interaction that this customer, this patient of yours, will interact with you or your dental office or even your staff, and will definitely define the approach that they will have. for example, when you're just walking in a store and someone from the staff is in a bad mood.
That will definitely set the approach you have when you talk with that person. So that is something we need to consider for all the business environment. The power of the idea shaped at the moment that someone set the eyes on a person or on a place or on a Professional is so strong that not even the facts are capable of easily disproving them.
So, it's like when someone, when you, you look to someone and you say, Oh, I didn't like that person. And then later on. You start to know them better and then it's hard for you to change that idea that you didn't like something on that person, even though the facts. Are showing you a completely different, um, position than your opinion.
So usually, humans tend to conform our prejudgment because of this power that the ideas have, uh, among us.
Michael: Gotcha. So right here, when it comes to the, this is the, basically the laws of the first impressions, right? You have two seconds, right. To form 50%. Of the image about someone or something. So if someone's walking into the practice, and they don't even acknowledge them, they don't even look at them or anything, that's more than two seconds.
That's it. So you already kinda can feel the, the coldness in there, right? And then, um, the last part is interesting. Uh, how, not even facts are capable of easily disproving them. What would you say, Camila, how does that, how would you have witnessed that, or how do you notice this in a practice?
Camila: I have a really good case here.
So when we start to open the U. S. market, I visited some dental office in some schools. And when I walked in the first dental office, it wasn't a private dental office, it was a university one. And I was so shocked because I was expecting as the rest of the universe to look like. fantastic and everything perfect, everything in place.
I was expecting a great practice, a great dental practice. And what I found out was some equipments that were already, um, really old and broke. And it was more because it's used by students. I get that, but it was the first impression I had. So the first impression I had was I don't think they are looking to these with care.
I don't think they are giving the same attention. They are giving to the rest of the campus to these areas. That is exactly where the patient is going to be laying down for some hours, even. Some treatments take some days. They're not, of course, being there for days, but they are going to be back there day to day, and they need to feel home.
They need to feel comfort and I was shocked and that made me feel a little bit, uh, Thinking, oh, I think we have a different culture here, but then I saw that it was only that case, it wasn't only that case, but I saw it was a case of a place that wasn't being properly, uh, cared off. And so this is a perfect example, we can compare that to what, to the experience I had when I was a kid in my dentist that I can remember, like, if it was yesterday, it was a nice place, a cozy place.
I was always, uh, welcomed and I remember of all the equipments. that sounds crazy. But I remember of the equipment, because I remember of looking at the lights, I remember of looking at the hand pieces. And since, uh, my, my dream by that time was to be a dentist. I usually open the, the drawers and look what was inside.
And the dentist showed me a lot of of stuffs and I remember of that being so perfect, so clean, so cared of. So there was a tension in each detail of that service that he was giving me.
Michael: Gotcha. So a lot came into that besides the first, uh, two seconds, but it was the first two seconds where you were like, okay, this it's warm, it's cozy.
I can feel it. Uh, and then it kind of gave you the rest of the picture of the facts. Right. Yeah, exactly. Interesting. Okay. Okay. So these are the laws. These are the crucial role of first impression.
Camila: I'm trying here just to, uh, give some thoughts on what is first impressions so we can then, uh, go to how these first impressions, how we can apply, uh, that three laws into the dental office.
So when one goes to any place that offers health care or even aesthetic care, what they are really looking for, Michael, is self care. They are looking for someone that can take care of them. So their expectations are going to be always high because no one wants to be cared off in a bad way.
So dental office deal with an essential aspect of the human survival and well being. It's a place that. Will require a lot of, uh, excellent conditions and a sense that the person that is there is safe, it's in a good hand, it's in a professional environment. So will you ever look for a place to take care of you that shows you through their image that they don't care even about themselves, that they don't, they don't have a nice waiting room, that they have a staff that is rude, is not, uh, in a, um, in a good mood that doesn't say good morning to you and even if, um, You think that they are going to be comfortable in old equipment that is maybe losing some part of the ufostery.
And so it's all about that. It's all about you need to show your patient that you care about your place because that place is going to take care of your patient. So I brought here some, Examples, and I would like, I know the audience is just listening. So I will say some words about the image I'm showing, but I want you to think, what is the feeling you get when you look at a dental office that looks like this?
So I'm showing here a dental office. Uh, it is a old dental office. It's, it's not clean and it has all the wires showing here it's a closer look where the example I just gave that the upholstery is ripping off and some part of the equipment are broke and there is dust everywhere and it looks like a mess.
And then now, how do you feel when you look and you walk into a dental office like this? That it's clean, it has a brand new equipment, it, the equipment looks like, modern, looks like comfortable, and when you sit at it, you feel the comfort, you feel the ergonomy, how do you feel looking at it, how will you feel looking at the, the dental space, broke equipment or the dental office that has everything clean, everything white and in colors that are sober and that brings the image of a safe environment. Yeah.
Michael: You can, you can totally, when I feel like I get, think like I'm probably gonna not get a good job. Like, you know what I mean? Like it's probably, I just need to hurry up and get out of here kind of thing.
But the other one, you feel more like you can, you can hang out, you know what I mean? You can be there. It feels more comforting. You know, you're going to get a good job. Yeah.
Camila: And so to start talking about, um, the first impressions in a dental office.
How does this matter to the dental office? We should start talking about marketing, right? So that's why we are here with Michael. So the big picture is that the first impression is inside the big picture that marketing is. So it's how you see marketing. Marketing goes beyond the advertisement, digital presence.
There's much more than just that. Uh, marketing is everything that is going to establish the awareness of your practice image in the market. The mind of your customers. So if you are taking care of your website, if you are taking care of your social medias, why are you not taking care of your dental office?
Why are you not taking care of the design of it? Of the equipment that is there, of the staff you are hiring. First impressions are the meaning to establish your brand awareness. And when I say brand here, I definitely mean, brand as what you were building as a dental practice. So when customers are aware of a brand and associate it with positive things like quality, reliability, or value, they are more likely to choose that brand when they need related products or service than another ones.
And they are more likely to tell their friends, to tell their family that they choose that brand because of those reasons. Therefore, I believe that building and straightening brand awareness are fundamental goals in marketing and in branding strategies. So the brand awareness, it's the degree of recognition and familiarity that the public has with that specific brand, and that brand is your dental practice, then your dental office, sometimes you have a clinic with much with more than 1 dentist. It's how the public will know your, uh, dental practice, how professional we were, how comfort they feel, how do they like you, do they don't, this is what you need to have in mind when you start to, Settle your goals, your marketing goals in your dental practice, because from the brand awareness is where you are going to start structuring your image.
And, there is some trick elements, for a good impression, no 1st, the 2nd or the 3rd. And here talking specifically in the dental office, it's the design of it, the equipment that you have and the staff. So, when you think about those 3 pillars, design, equipment and staff, you need to keep in mind, what are you trying to communicate to your customer and what is the experience you are aiming to offer them?
Am I trying to tell them that that is, um, a place that they are going to feel pain, that they are going to be afraid, or do you want to communicate that it's a dental office, that it's, uh, More like a place to play, to be fun, to have fun.
so that is one thing that you need to keep in your mind. And when I know that talking about the, pediatric dental is very specific. But even though when you were talking about, um, dental office for adults, your Is exactly what is going to set what is the image you are, trying to show to your consumers.
So if you are working in, I said it dental, you must have like a perfect dental office, everything in place, everything looking modern, nice, fancy. Because that's what you are trying to show them, that you are going to bring that image to their health. It's through the design of your dental office, and the equipment you have, and the staff that you are hiring, and how you are training them, that you can create this environment.
This environment that we will present, what is your image as a professional or as a dental clinic, dental practice, and it's going to dictate the experience that you were about to offer to that consumer, to that patient that just walked in.
Michael: Interesting. So real quick, uh, Camila, let's just say the practices.
Hey, my brand is that we care, like we really care, right? Staff would have to show that they, they care. but how, in your opinion, how would design show that and equipment show that, okay.
Camila: Talking about design, I think, um, that to show that you will need to have a nice waiting room, for example.
it can be a waiting room for, uh, that supports like three people, but there is 100 people inside because you're not caring about them waiting and everyone there and it's not comfortable. For example, you need to think, I don't know where exactly, but if you are in Florida, you need to think about having a, an AC.
Because everyone needs to feel comfortable while waiting, you need to have like television to have something to show them while they, they are there. Uh, you need to have a good way for them to go from the waiting room to your dental office. A nice, space for them to move and sit on the chair on the dental chair and feel comfortable there.
So when talking about equipment, it's not going to be much different from that. You need to give them comfort. inequipment is not only that you need to have a modern equipment with technology and everything, but you need to show them that needs to be clean.
It needs to be shining. always looking like new. So, I believe that is, uh. Two ways of thinking design is not much my, my area. but I believe that, uh, I know that in the U S there is a lot of companies that do the design for dental practice. And when finding someone like that.
Bring them those ideas, tell them, I need, I want to show my consumer that my customer, my patient, that they are going to be care here. So that's what I'm trying to, show them through the design of my dental office. And the same when you are buying any new equipment or you are renewing your
Michael: equipment.
Gotcha. Okay. Okay. Interesting. Yeah. Interesting. So these are the three things, right, for a good, first good impression, design, equipment, and staff.
Camila: Yeah, and when we talk about the equipment, there is one thing that, that we always do. I don't know if everyone knows here, I work in the Olsen, I know I said at the beginning, but we also sell the dental equipment.
So the first thing we ask the doctor always is, what is more important for you in the equipment? Because it's that that is what is the best equipment for their practice. and it's funny because you will, uh, see a dentist that they care about colds. So that's what matters for them.
want to pay the less possible. And there will be the doctors that say, I care about my patient. I want my patient to be in a comfortable chair. I want them to have the best of the market, or I want to have the best of the market in terms of equipment and technology. So knowing or not knowing, they already have on their mind, what are their, the image that they are trying to show to their patients.
Michael: I was going to ask you, when it comes to all that, what have you seen the most popular one? Is it cost or is it more like ergonomics or what would it be?
Camila: I think it depends a lot. I mean, in some countries, it's cost for sure. And in others, the comfort of the patient. Nowadays, I've been seeing much more.
we have the premium chairs, so they are more comfortable. They have an extra layer of, foam, so it makes more, comfort for the patient. It has also a massage system that helps the anxiety that a lot of people have to go to a dentist. And I think they are starting to care more about the, the patient comfort and their ergonomy than about the cost. Because I can see clearly that they are moving from one, from these equipments to the premium equipments that are more focused on the comfort for for the dentist and also for the patient.
Michael: Gotcha. Gotcha. Okay. Interesting. Interesting. Okay. So these are the key elements
Camila: then. Yeah, exactly. And usually when a business is, is setting what they are trying to present through their image, usually you will find, three things, the sophistication. So everyone wants a sophisticated practice, the credibility of their work, because It doesn't matter if you are the best doctor in the market, if you don't have the best dental office, that's not what you are going to, to show to your customer and the appealing of the dental office.
of course the patient doesn't know much about the dental equipment. So what do they know? They know that they will notice that if they lay down equipment that makes a real difference, they will notice if they feel comfortable, if they feel like they were at home and how they feel during the treatment that is going to make the difference.
I know they won't know that. Oh, this is the most expensive or the market or not, but they will know how they felt at that moment. Thanks. And they will definitely spread that word. So when talking about equipment and what is the points that you were trying to bring when you think about that, to the matter of your brand awareness. You will have competitive advantage because you show your, patient that you care that, uh, you are trying to give him the best experience, trying to reduce the dental anxiety. I was reading some articles for this webinar and 10 percent of the U. S. population has dental anxiety nowadays. So you can imagine how hard it is for that 10 percent of the population to go to the dentist because it's a place that they hate.
why not thinking of that when you are thinking of your equipment, you know,
Michael: interesting.
Camila: Also, uh, the trade points that I brought earlier. Your image, you need to communicate the sophistication. You need to communicate the credibility. You need to communicate how appealing, uh, your business or in the experience, um, design equipment and stuff.
They are the responsible for the experience. Your patient is going to have in your dental practice. You need to offer them a good aesthetic look, you need to offer them ergonomy. When I say ergonomy, I mean, they're okay, they're sitting on the chair, they have where to put the, they have places to put their arms on, or they are not in a good position.
When you lay down your, chair to start your treatment, do your patient needs to, um, fit themselves in the chair? sometimes the doctor say, Oh, go a little bit, um, higher or move to one side to another side. You need to think of that when you are trying to give the best experience to your, to your patient and also the comfort that you are offering them because let's be honest.
It's not comfortable to be with your mouth open for one hour and doing some procedures with that noisy. So you need to have, uh, things to distract them. And being in a comfortable equipment makes a lot of difference when talking about that. That's
Michael: true. Interesting. And
Camila: they will absolutely appreciate the fact that you have invested on something which helps them be more comfortable, to feel more cozy, to make their dental treatment less stressful.
And they are quite likely to talk about it. And therefore they are marketing it for you, you
Michael: it's true. And I guess you don't really ever think about that. Like the little movements in the ergonomics of like, well, we have to, you know, move a little bit. And then, you know, like as a patient, you just feel like, okay, I got to stay like this, uh, cause you never really experienced anything different or maybe you just never really experienced it at all.
So you're just kind of in that uncomfortable position. And if you're uncomfortable for too long, that heightens the anxiety big time, big time. So it makes a lot of sense.
Camila: Yeah, and all the points I mentioned here will help to form an overall impression of your practice. one that will stay with the patient and that they will also pass on to their friends, their family, their community.
that's exactly what you were looking for. Um, given the original aim of marketing, which is to build a reputation and image that appeals to your target clients. since clear that your equipment must be an important part of it, um, because your dental practice is reflected in everything that you and your staff do each day and in everything that helps to build your image every day.
Michael: Awesome. Wonderful. So then when it comes to this, you know, some people are saying like, what's affordability care. I want a really good chair that brings comfort. What would you recommend from the brands that you guys have? Olsen, if someone's looking for a little bit of blend of both, right.
Where it's like I needed to be affordable. But at the same time, I got it. It gets to look amazing.
Camila: So we have this unit that is one of the premium units is the logic dental unit. It's affordable and it's really comfortable. It has one of most comfortable chairs from our lines.
another thing that this chair has. it's a curiosity that the movement of the chair goes with the movement of the body. So what I was talking earlier, when you lay down your patient to the treatment position. They don't need to fit themselves again into the chair because usually they stay in the same place because the chair will do the same movement and as their body are doing when laying down.
So, definitely when thinking about affordable options comfort options to the patient and also to the dentist, I would say, logic dental unit is the best that you can find.
Michael: Okay. Awesome. Awesome. Thank you so much Camila. So is there any other thing that follows up on this presentation or? No, there is
Camila: not.
So
Michael: these right here are, what are these right here? These two chairs?
Camila: So these two chairs is, uh, on the left side you can find Infinity. It's our premium chair, and on the right side you can find the performance procedure chair. So it's a chair that it's also for, doctors or for dentists for procedures that you need to do when standing up. So, it's a chair that goes really high and it goes all flat. Here in Brazil, um, mainly used for the harmonization that dentists are doing, the aesthetic, um, oral harmonization. So um, yeah, that's one of the, um, the biggest of our, uh,
Michael: lines. Nice. Okay. And now I kind of want to ask you some questions that. are directed to someone who isn't totally involved on the clinical side of dentistry.
Okay. from everything you've seen from working with dentists, working, walking inside their practice and everything right now, what do you currently love about dentistry?
Camila: Right now? What I currently love is that I feel more in a safe environment when walking through a dental practice, then, uh, a doctor practice, I think they are becoming more specialist on the service of having someone there for an hour of giving a good experience, because nowadays we go to the doctor and it takes like 15 minutes, 10 minutes.
You don't even have time to think. And when you go to dental office, you are usually going to be taken care of. And it's not something that is going to be in a rush. It's something that they are going to do with attention. They talk to you, they connect themselves to you. So I think that what I most love in dentistry is that this permission that the practice has, In a way that the professional can connect to the patient in a deep way.
Michael: Gotcha. Gotcha. Interesting. so that's great.
That's great that that's one of the main reasons, right? You can, you can feel a deeper connection with, uh, the practice compared to medical. You said. Okay. Yes. Compared to medical. Oh, interesting. Yeah. You feel more of a connection. And then right now, Camila, what's um, something you dislike or hate about dentistry that you've been noticing?
Camila: the hand pieces, I don't know how we get so far in the dentist technology and we still don't have board that don't do any noise because that is freaking scary. So I think that's what I
Michael: most hate. Ah, okay. Like the drill noises. Yes. Kind of nice. Okay. Why do you feel like that provides a lot of discomfort for you?
Camila: I don't know. if it's something personal. I don't know I, I have something I relate to pain and relate that to pain because that was my experience during the adult life.
Yeah, I
Michael: don't like that. Yeah. Interesting. Awesome. Okay. Thank you so much for sharing that with us. And now if anybody wanted to reach out to you, contact you or anything like that, where can they find you?
Camila: Okay. So they can find me at, Olsen at Olsen America. com.
Michael: Awesome. Olsen America. com. And at the same time, guys, you know, Olsen is one of our partners. So everybody here gets an exclusive deal with them. If you go in the show notes below, click the first link in the show notes below, uh, to check out more and Camila, thank you so much for being with us.
It's been a pleasure. And we'll hear from you soon. Thank you.
For a membership software that is built for growth and keeping the profit in the practice's hands, learn more about Dr. Chris Phelps' excellent Dental Membership Direct plans at: https://thedentalmarketer.lpages.co/dental-membership-direct/
In this week's Monday Morning Marketing episode, we welcome back a familiar face, Dr. Chris Phelps, the visionary founder of Dental Membership Direct. Join us as we delve into the intricacies of Membership Plans and explore innovative strategies to enhance their performance, particularly through the powerful tool of local live events. Dr. Phelps guides us through understanding the mindset of potential patients grappling with the "I don't have insurance, so I can't go to the dentist" dilemma. Discover how to open doors to hosting impactful live events that effectively promote your membership plan, and learn the art of attracting more members through engaging educational experiences. From crafting compelling brochures for your live events to striking the right balance between promotional and educational content, this episode is the perfect guide to maximizing the potential of your membership plan!
Dive in this week for actionable tips that will spread the awareness of your membership plan!
You can reach out to Dr. Chris Phelps here:
Website: https://www.dentalmembershipdirect.com
Email: chris@drphelpshelps.com
Other Mentions and Links:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Chris, so talk to us about membership plans. Tell me one or a couple methods or suggestions that will help us with maneuvering and growing and guiding us with membership plans.
Chris: Well, the first thing to recognize is who is this really for, right? And for me, I kind of developed my membership plan years ago, uh, uh, when I noticed, like, when my parents retired from working for AT& T for 44 years, my dad worked there, and 34 years my mom worked there.
And the first thing they lost was their dental insurance policy, They got to keep their medical, but dental went out the door. And so, for the first time, they found themselves without insurance, and of course, didn't quite know what to do. Much like many of their colleagues, uh, that they worked with.
Now, of course, lucky for them, they had the best dental insurance policy ever. You know, me, who is now out of school. But outside of that, it definitely got me thinking. I was like, huh, how many others are in that situation? And when I got an opportunity to do a educational seminar on site at this active independent living and retirement community, I realized that my parents weren't alone. fact, uh, most of the folks over the age of 65 today are in that boat, And through whatever reason, I've decided that they, they, uh, had lost their dental insurance policy that they had. Forever that their employer supplemented. And so it kind of was interesting, you know, talking to these folks. I noticed, you know, I asked a simple question.
I'd like a room of 60 people and I said, ask them. I was like, well, how many of you have been to the dentist for any reason in last year? I don't really care for what, but you've been to the office and, uh, only 60 raise their hand. I was like, oof, that ain't good. Well, how many of you have dental insurance?
And of course, the 10 who'd been to the dentist raised their hand. Uh huh. Now it's clicking in my head. I'm like, all right, how many of you would have gone, had you had insurance? And the other 50 raised their hand, and I was like, There it is, right? So instantly, our, my target market just told me this barrier keeping them from coming to see any dentist, right?
Much less me. So I knew I needed some kind of solution for that problem because our culture, it's so ingrained in us that you have to have insurance to go to see any doctor, So when we don't have it, we feel like we can't go. Plus, when you retire, you know, your mindset shifts to a scarcity mindset, where you got all this money, you know, a certain amount of money saved up, and now that's it, that's what you got to live off of forever, right, as long as you live.
it's ticking away, ticking away, ticking away. So the scarcity of that loss every month, and they feel like they got to hold on to it. So they, when they price out dental insurance, and it's going to cost anywhere from 600 to 700 a year for a policy, Suddenly, they're like, yeah, that's not gonna work for me.
I can't afford that, is what they think in their mind. So, in essence, they think, well, I can't afford it. Well, that means I can't go unless it hurts or I'm in pain. So, huge barrier keeping folks from coming in. And of course, to me, what I discovered was, hey, there's 3, 500 homes in this community of people 55.
there might be some opportunity here. So I go back the next month and I talk about my membership plan. And, you you know, for those without insurance, this is what I created for you guys. And flash forward a few years later, I had about 3, 000 patients on the membership plan between two of my offices. So it was a powerful tool to, you know, the membership plan itself to attract a patient who wasn't going to see any dentist for any reason, but motivate them to not only come in and do their preventative care for hygiene.
but also when treatment was discovered because they were a planned member and they saved, guess what? They scheduled the treatment.
Michael: Now, what do you specifically talk about to entice them to like kind of bring them in? Because I guess we can just mention like, oh, y'all don't have insurance and then then what?
You know what I mean? Kind of like what, where do you go with that?
Chris: So in essence, my, I, I needed some kind of two things. I needed something to talk about more than just the membership plan. And you can't really have sales or solicitations there. So it had to be educational. So I had to slip it in under the educational moniker.
Um, at the same time, I knew nobody wants to come here about dentistry, right? Especially those of that age to back then when they were kids, uh, anesthesia was optional, meaning you had to pay for it. Right. And most of their parents, because they didn't get anesthesia because it wasn't invented, uh, didn't pay for it for their kids.
So they had some pretty nasty experiences. So coming to here, I taught dentistry was probably in their top five worst fears. So I knew I needed something to get over those kinds of barriers. So I decided to do number one, educational seminar. And number two, I, my hook was, uh, I brought my Napa Valley wine that I've spent way too much on at a recent trip.
It was sitting in my house and I was like it'd be nice if I could turn this personal expense into a business expense. So my hook was, you know, you can't get to Napa Valley because I thought they're retired, maybe they don't travel as much. So I'm going to bring Napa Valley to you. Join me for an educational seminar, the top five dental issues affecting the aging population, and enjoy some of Napa's finest wines on me.
Was kind of the what I, how I promoted it and that's what I did. So the first third of the talk was literally that here's who we are. Here's why we're different. Do you have insurance? Great. We can work with that. If you don't have insurance though. Hey, I got this for you, right? This membership plan. So the first third of the talk was just about differentiating ourselves from others and then slipping into the membership plan as promotion during that section.
And the back half, the last two thirds, if you will, were all education. So I went in, you know, to sugar and acids and how it's in everything we eat and drink and how it affects, uh, not only our teeth, but our whole body. Uh, and then the last third of the event was focused on, I'm kind of rotate the last third, depending on what month it was.
One time a month, I talk about implants, Another month, I do tooth whitening. Uh, another month I would do, uh, veneers or cosmetics, like a smile makeover. Right. So just kind of rotating it just enough because I realized I kept getting repeat, uh, people coming back to the event and I felt bad that they were hearing the same presentation like five or six times.
So, uh, but in essence, that's kind of the structure of the format that I follow up. So I had plenty to talk about that didn't sound sales or promotional. You get your promotional stuff out of the way up front. And then if you educate them 78 percent of the time, they leave thinking they were educated, not sold.
Michael: Gotcha. Okay. So interesting. So you kind of have a whole template outline, right? How you want to talk about it, but you entice them with the. Wine?
Chris: Yeah. And of course, you know, the wine that I brought was not cheap.
Michael: Yeah. No, that's good.
And then the marketing material you create or you have for this, especially when you talk about the membership plan, is it different for seniors than like the general population that you give to your practice? Or, or it's the same?
Chris: Yeah. Like most things, you know, the brochure of anything you're trying to promote to somebody.
The avatar that anybody featured in a picture in the promotional stuff, like on my membership plan brochure, they need to look like that community, right? They need to look like the people that aged, So, you know, I had some in my practice that were more for families, so it was had like a younger couple and smaller kids on the cover, uh, but yeah, for the senior crowd, it's just, you know, a senior man and a senior woman together, right?
Um, to showcase, uh, hey, these are the people just like you that respond and are interested in this thing. So I definitely want to make sure the people and pictures posted in any materials look like those people in that community. And then, you know, going to this, doing this, you know, kind of ground marketing once a month is all it took.
So it took about an hour of my time and, you know, bring a couple of team members. And I did it consistently once a month and would literally net anywhere from 30 to 60 fever service patients as a result, you know, almost all of them bought the membership plan. And I think the average spend was like something like, 1, per patient on top of the membership plan that they purchased.
so you can see what the numbers I was drawing, it was a great ROI for the wine I'd already purchased. Definitely.
Michael: Yeah. And then, so how do you, Chris, initiate this? So people listening right now, they're like, huh, this is perfect. This is beautiful. I want to do this. Do we just call or walk in or what's the script
Chris: here?
That's the challenge, right? So obviously most of these communities have some kind of community organizer. So your goal is to find out who that is, because that's the best person for you to talk to. and usually they're, uh, pretty apt and that's their job on site is to book. Uh, events, right? So some of them will be more skeptical.
So they may say, well, we want you to come do a, uh, to our health fair. They'll do that annual, an annual health fair. And that's kind of your foot or strategy. So they, they like you and, you know, you've got good stuff to give out to folks and, you know, obviously don't piss anybody off. Uh, you can kind of get in through the health fair as a backdoor.
Another way I found is that, you know, when you become an advertiser of that community and support that community in some way, that's another way that you can get in through the back door. Meaning, so I'm looking, if they have like a neighborhood newsletter or magazine, then I want to find out what kind of advertising opportunities they have in that and definitely get a nice, have a presence there.
Um, and typically those, uh, vehicles, the newsletter and the magazine are run by the folks that live in those communities. you're basically supporting somebody who's, uh, who's doing that for the community by paying the advertising. So in reciprocity, right? Most of them want to give back. So usually I'll ask, Hey.
Can you help me do an on site event, right? Put a good word in for me with the community manager and, yeah, let's make this happen kind of thing. Uh, if they're doing any kind of big charitable events, that's the other thing I'd look for. some kind of fundraising campaign for breast cancer or some kind of walk or something like that.
Then of course you want to be there and be the biggest sponsor, right? So if you're the first to give and support their community, then they're going to be looking ways to reciprocate and help find a way to support you. Gotcha.
Michael: Gotcha. Where can we... Make mistakes here that maybe you've like really early on you're like, oh don't do this guys
Chris: Yeah, so, you know, timing of the week is important.
Uh, day of the week, time of the day, you know, um, one, I remember one community I went to, uh, I scheduled it right as the, um, they had like an on site, uh, place to eat and it was this huge cafe kind of thing and I'd scheduled it right when the, uh, cafe opened. So it was basically dinner time. So they literally rang the dinner bell.
And all the people in the community that weren't at my talk were literally walking past us as like, a herd of cattle, so to speak, going to go feed. And I remember watching the crowd and everybody was looking at, everybody going to eat and looking at me and looking at the crowd and looking at me and looking at the crowd.
Like the scarcity of not being with them, the FOMO of missing out on dinner time was like, was killing them. And I was them. The mindset shifted kind of thing. So Before dinner, So you're talking like 4. 30, right? Cause they, they eat early. you want to hit them before dinner if possible. or if you're going to hit them after dinner, you might want to, you could switch to one, to doing more like an ice cream social, so kind of do a certain thing because not, of course, not everybody drinks and you may want to attract a different crowd.
Um, so an ice cream social has also worked out really well because. They like their ice cream.
Michael: Yeah. Okay. Interesting, man. I like that. Now when it comes to The company that you're co owning, Dental Membership Direct, right? Why, I guess in the sense of, I know we hear a lot of the times we should make our own plan and then they say like, Oh yeah, go with this one.
Cause it's like super, all the features and everything. Dental Membership Direct is more, what would you say?
Chris: to put it in one word, it's simple. All right. Most of the softwares I've seen out there, third party vendors that help you organize and track this and bill your patients, uh, it's nice bells and whistles.
To look at on their dashboards enough to distract you from the fact that you're overpaying And for data and that doesn't really do anything for you and your team's not going to use so Our client said look we want something simple right because that's what we need in our offices. We need We can't spend 20 30 minutes onboarding a patient sifting through all this data to find out how we onboard somebody in charge of their credit card.
We need to be able to get them on board and buy our plan within 30 seconds to a minute while the patient's at the front desk. Because that's usually where all this is. So based on the our client's team and the doctor's feedback That's what we tried to do, was make it simple. Um, simple to use, simple to understand, and simple to pay for.
Michael: Gotcha, awesome, awesome. So that's going to be in the show notes below if anybody wants to check that out. And Chris, I appreciate your time. And if anyone has further questions, where can they reach out to you directly?
Chris: Yeah, probably the best email is Chris at drphelpshelps. com
Michael: Awesome, so that's going to be in the show notes below.
And Chris, thank you so much for being with me on this Monday Morning Marketing episode. Awesome, thanks Michael.
We get it — when it comes to your practice’s IT, it can all get a little confusing. That’s where Darkhorse comes in. With a laser focus on serving dental practices of all shapes and sizes, they are here to roll up their sleeves and tackle your IT needs, no matter how complex. Our listeners get their first 30 days FREE, so start your journey with Darkhorse today: https://thedentalmarketer.lpages.co/darkhorse-deal/
Guest: Brady Frank
Business Name: Freedom Dental Partners
Check out Brady's Media:
Website: https://freedomdentalpartners.com/
Email: brady@freedomdentalpartners.com
Dr. Frank's Book DDSO Strategies: https://www.ddsostrategiesbook.com/ddso-book
Dr. Frank's Free Real Estate Valuation: https://freedomdentalpartners.com/re
Other Mentions and Links:
REIT - Real Estate Investment Trust
Fixer Upper - Chip and Joanna Gaines
BRRRR (Buy, Rehab, Rent, Refinance, Repeat)
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Why is it best to partner with other dentists and entrepreneurs?
- What makes a practice ready to sell at a profit?
- What is the current landscape of real estate and how does this affect the dental industry?
- How to maximize your ROI when purchasing a practice space.
- How to get into the cost to benefit mindset and spot a good deal.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: This is the dental marketer the podcast where we teach you how to effectively market and grow your dental practice My name is michael arias and my mission is to help you the practice owner attract new patients immediately And effectively market and grow your business so you can become the go to dental practice in your community Now, what is one of the best ways to grow wealth in the dental industry?
Well, The answer, my friends, may surprise you. And we've got just the expert to break it all down for us. We're sitting down with Dr. Brady Frank, a third generation dentist who has not only carved out a successful career in dentistry, but has also ventured into the world of entrepreneurship. Invention and thought leadership.
Now, Brady's journey is one filled with hard earned wisdom and expertise in various facets of the dental industry. So in this episode, we'll be exploring some key points that could revolutionize your understanding of wealth growth in the dental field. So grab a notepad because you won't want to miss this.
First up, what we're going to be talking about is why it's often best to partner with other dentists and entrepreneurs, and Brady will shed light. On the advantages of opportunities that come with collaboration. Next we'll explore what makes a dental practice ready to sell at a profit. Now this is vital information for anyone looking to maximize their returns in the industry.
And then we'll delve into the current landscape of real estate and how it affects the dental industry. Real estate is a crucial component of any dental practice and understanding the market dynamics. Is key. And then we're also going to learn how to maximize your return on investment when purchasing a practice space and Brady will share strategies to make your investment work smarter, not harder.
And then finally, we'll discuss the cost to benefit mindset and how to spot a good deal in the dental industry. This financial perspective is essential for anyone aiming to achieve financial success. And Brady's extensive knowledge and experience in the dental industry, entrepreneurship, and real estate make him the perfect guide Through these topics.
mean, He's not only a successful practitioner, but also a mentor and author, and he has co founded Freedom Dental Partners, a platform that brings his expertise to others. So if you're looking to grow your wealth, this episode is tailor made for you. And one critical question I wanted to ask you.
What could your practice achieve if every technological aspect worked flawlessly? I mean, Have you ever thought about what your dental practice could achieve if tech headaches were a thing of the past? Well, sTick around for after the interview because I have something just for you. But for now, let's dive in with Dr.
Brady Frank. Brady. How's it going?
Brady: Doing great. Michael. So excited to be on your podcast now,
Michael: man. We're excited to have you. If you can, give us a little bit of a rundown of your past, your present. How'd you get to where you are today?
Brady: great question. I, uh, back in 1999, which means I'm an old guy, right? I, uh, I had a wrist injury in dental school. Um, they told me I wouldn't be able to practice dentistry. So I checked out a bunch of books at the Marquette Dental School Library, realized I'd probably have to own practices, but not practice in them to make a living and put two practices under contract as a senior in dental school, bought the building, Buildings and practices ended up owning seven practices in the first five years had 28 different associates and, um, made pretty much every mistake back in the early two thousands and really just got deeper and deeper into group practice than DSOs real estate ended up.
having a bunch of patents in dental implants manufactured around the world and, uh, really had a big focus on implants through there and where I am today is really just helping dentist groups expand and kind of get to the next level in dentistry. Wow, man.
Michael: So you did a lot. So then real quick, when it came to owning the practices and at the same time working with many associates and team members and everything like that, what were some of the If you can recall major mistakes that you felt like if only we did small pivots, it could have, could have made a huge
Brady: difference.
Yeah, so early on, um, I'd say the first decade of me owning group practices and other practices in real estate, I'll get my mistakes on the practice side and on the real estate side. On the practice side, I didn't create alignment. Or shared ownership or partnership or whatever we want to call it with the doctors in the practice.
I just had them as associates or employees. And so that was probably my biggest mistake early. I ended up selling those practices to the doctors, But I could have created much larger groups with shared interests, with shared equity. And I just didn't understand that back then. Uh, my biggest mistake in real estate was.
Probably just not buying enough real estate. I buy tons of real estate. Now I'm, I got 62 properties going to closing. the founder of Heartland, uh, Rick Workman, he's made billions of dollars on his DSO, but more billions on real estate and 80 percent less time with 80 percent less effort, Pacific dental services, they won't sell to private equity right now.
Because they're doing so well in real estate. Aspen, another big BSO, they develop almost all of their own buildings, and then they sell them to REITs, and that's how they capitalize their growth. Rick Kushner, of Comfort Dental, was at a meeting at Marquette Dental School, my alma mater, and my friend organized it, and he said, he said, Rick, why, you've got, you know, 400 partners, all these locations, why are you still doing this?
He said there's a secret, it's about real estate. So I didn't really leverage real estate to the full extent my first decade, but this last decade I've, made more money in real estate than group practices and I've done a, been very well with group practices. So that's where most of my teaching is and that's where I share on how to really crank it out with real estate and not make the mistakes that I did my first decade in
Michael: it.
Gotcha. Okay. So then real estate is primarily what you're teaching right now.
Brady: So I would say my primary teaching is how dentists can expand like I did using real estate profits. To fund their expansion. Don't go to banks, don't get in debt. Go. Don't go to private equity. Mm-Hmm Use real estate profits to fund your expansion.
So I mainly teach that, but what I also do is take doctors who have done very well and I clump them together. in dentist owned DSOs. In fact, I wrote a book about it, The DSO Strategy, Dentist Owned DSO Strategies. And I might just kind of look back a graph. I'll pull the page out, make it easier. This is kind of groups getting together.
Forming one entity and getting a much higher multiple of sale. So I basically helped docs early, early, our team, I should say, uh, helps docs early phase growth, use real estate to fund their expansion. And then once they've gotten to a certain size. 368 12 locations, how to merge with other successful dentists and get a much higher valuation and then make a bunch of money and do it all over again, basically, and own a bunch of real estate through the process.
So that's kind of my main thing is teaching on DSOs, MSOs, and then how that works with real estate and how it fits in with expansion. The reason 80 percent of my teaching is there is because real estate is actually really a simple investment. and so just a lot of my teaching is on the other stuff.
And then the real estate kind of becomes the bedrock or the foundation of all the other components.
Michael: can you give us like right now, like a step by step system or process on how to use real estate profits?
Brady: Yeah. So going back to my mistakes early on, I would buy a building, a dental building. I would hold it for anywhere from three to 10 years and then I would sell it.
During that time period that I held it, I had cash flow. And when I sold it, I got a big chunk of money. And someone said something, Canadian entrepreneur who did really well. His name's T Harv Ecker. And he said this in one of his seminars. Um, I've never made as much money operating a business. As I have selling a business and he said, same with real estate.
And at that time I realized the longer I held on to a piece of real estate the more time I had into it. The more I had to manage that property, yes, I got monthly cash flow. But at the end of the day, you have to, as a dentist, you're at the top tax bracket, you've got to pay full taxes on that money.
So the timeframe with which I held properties that I bought, went from three to 10 years down to like two or three years. Because of capital gains, you have to hold it over here. But then it got down to like a year and now in many cases, it's down to three hours, like literally I'll put a property under contract, I'll find a buyer.
I'll get it filled and I won't even close on it. I'll close it, but I'll own it for three hours that the buyer comes in, might put 20 million into the escrow company, pay off the seller with 5 million of it, have 20 million of profit. and one of my mistakes was I did real estate alone without partnerships early on when you do big projects, you need partners, other people to go into the building with their businesses, and then we share the profits.
so I would say that I used to do things. Solo, like I can do this. I'm entrepreneur. I can employ the dentist, right? I'll be the guy and I used to have kind of I didn't think so, but other people thought that I thought I was always right like 20 years ago But maybe looking back I did feel like I was right and I had to follow my face a few times to realize Oh, man, there's so many people smarter than I am.
Let me be mentored by some of these billionaires who've done really well And since that time, I've done a lot more partnerships, a lot more collaborative work, and you know, I try to always believe, hey, if this is the amount of knowledge out there, hey, Brady, you're right here. So don't think of yourself as someone with all the answers.
Realize that you're going to learn from each person that, that is an expert in that subject matter. And so, with real estate. I've focused less on buy and hold, more on flipping it, just like the big, the biggest, most successful DSOs and healthcare groups do. And then I have not, I've decided to do it in partnership with others, uh, rather than just trying to do it myself.
So much more leverage with other people's time, other people's money, other people's Business growth. so that's where I am today is mainly doing collaborative work, partnering with a lot of different doctors, hundreds of them. and really, I'm adding value to others, helping them not go through the mistakes.
I have and both real estate and growing groups too.
Michael: Got, okay. So then if we wanted to right now use real estate profits, what are the first steps? Let's just say right now, okay. You know what? I do wanna do this. I do want to do that flip that you mentioned, or you know what I mean? I'm looking to acquire another practice, but I don't know if I should just expand it and keep it, or.
What are the steps for
Brady: this? Yeah. Um, there's kind of two categories of real estate. One category you already own it and you're figuring out what, what's, what's the best thing I can do with this asset, buy and hold it, sell it and get it, get a bunch of liquidity, pay off a bunch of my debt and then also real estate that you don't own yet.
I'll go over both of those, really quickly. the first one with real estate that you do own, you would be like me, 10 years ago, buying it, holding it, getting some cash flow, paying on your debts. Right. And then having this big payday someday, whenever you sell it, I realized that entrepreneurs, which I think most of the people listening to this are are going to do a lot better.
reducing their debt, getting a bunch of cash in their bank and doing more stuff than playing the 10 year game with that, real estate. So if you own a piece of real estate, I encourage you. And if you want, I can, um, even give a link to a software that shows you how much the value of your current property is.
Yeah. I would encourage you to, to, look at what would life look like if I sold some or all of my real estate, what would I do with that cash? What would life look like with less debt and could I expand my practice or practices, um, in my main business? So, so that's number one. Number two is for those that also are like, Hey, I own real estate.
I like it. I'd love to see what that looks like. If I had a liquidity event there, paid off debt, you know, use that to buy more locations. But I'd also like to know, all right, Brady, what does it look like? Buying real estate for the sole purpose of having a massive game, right? And so here's the strategy with that and we can come back into that later and I saw you nod your head I can I can do a qr code I'll hold it up in front of the screen or we can put it in the in the chat and you'll you can plug your Building information.
It'll spit out of value. It's pretty awesome software. so the other component is, Hey, I don't own real estate. how do you make the most in real estate? So most dentists think that if I build a dental building and sell it, Hey, I built it starting to make a profit right now because of inflation, it costs on average 420 bucks a foot to build a dental building with the land and everything.
420 bucks a foot. The buildings that I buy, I never pay over a hundred dollars a foot. Never. It's 30 bucks to 80 bucks a foot. and they call that, that's way below replacement cost. Meaning, if you were to build that today, it cost you 400 percent more. So here is why we're able to do that.
The office and retail markets of real estate Started going down because there were more vacancies because e commerce Amazon went out there and no one, you know what I mean? People weren't buying designer jeans. So that affected then COVID hit and a lot of businesses went virtual. Another big hit to the commercial real estate markets.
And now we've got AI that is supposed to replace 62 percent of task related jobs within three to five years, which means more of a hit to real estate. interest rates are higher now. So whenever interest rates go up, real estate market goes down. The only shining light in real estate right now is the healthcare real estate market.
Anything backed with a dental lease or a healthcare lease. that real estate is skyrocketing. Office and retail is going way down. And that arbitrage is where we're playing. So we buy a building that's vacant, without any tenants. Dirt cheap. You move your business into there, just like Aspen does, or Heartland, or one of the others.
Once you move your business into there, the building is now occupied. Okay. And, um, the software that I'll share, it actually picks out all these vacant buildings that you can choose from around America. Is that crazy? Yeah, that is cool. Yeah. So, so basically you could, and it matches it up. It's the AI component isn't complete yet, but the AI component watching match your, what you plug in to the buildings that are available.
through 20 different databases of buildings, right? So it picks all these on loop net with a remax, all these, and it finds all those buildings, even the ones that are off market at auctions. Okay. So then you're, so then you make an offer on that building and an ideal world, it would already have a build out that is actually fits a dental practice.
Like I did a, I bought a med spa for five 75, put a 15 operatory in there. Sold the building for 2. 4 million, like a year or two later. And that practice was a DeNovo, a startup. It did 503, 000 the first month. Cause I used partner dentists. And one month later I bought a strip mall, vacant strip mall and had a blockbuster in there that was gone.
If you remember blockbuster. Yeah. Yeah. Blockbuster gone. Right. it had a blimpy sobs gone and some drive through coffee thing. And it was near a hospital. It had an oral surgeon near it, an endodontist. I bought it for 330 grand 10, 000 square feet. The seller was a physician because there was a hospital nearby.
He said, I'll sell it to you. But only if you give me 10 percent down, cause I want the cashflow on the 330 grand. So I put 33 grand into it and then the rest was seller financing. And I sold that about two years later for just a little over 2. 4 million. Right. That was a thousand percent return and the tenants paid for their build outs in there.
Right. so those buildings, those vacant buildings, that massive arbitrage of profit, that is what you can use to expand your business. So in that group that I owned in Southern Oregon grew from zero to eight million in less than four years. The group ended up having an eight figure exit with the DSO. And I grew that based on profits from real estate. Not only did I pay cash for everything. equipment, any build out stuff, but I actually had millions of dollars left over just on that arbitrage, buying real estate really low and selling it at market value, which happens to be really high compared to what you buy it for.
So the key is, is this, Michael, Buying buildings dirt cheap that are perfect for dental practices or other health care and then occupying them with a practice, your new practice, a de novo, or moving an acquisition into there, like a merger from a three op guy into there. And then once you are occupying that building.
The lease rate is what dictates the value. And then there's a whole world of buyers out there who buy real estate based on cashflow. Very easy to sell these for market value, but here's the deal. Nobody wants a vacant building. So owner users like us, Dennis are in a powerful position to occupy the building that we buy.
And then basically flip that building, realize the profits. And, and, and the main point is the less and less time that you own the building from 10 years, all the way down to three hours, the greater your returns on an hourly rate, right? Meaning that profit explodes when you sell it.
If you wait 10 years to sell it, you amortize your profit when you sell it all the way back over 10 years, incrementally per hour, your profit on that property is very low. Whereas if you buy a property and sell it a year later, right? Incrementally every hour you've owned that property is monetized based on the sale price.
so that is in general kind of what I've done with real estate and we're in a great time right now. So much vacant dirt cheap real estate and so much opportunity. dentistry is exploding. Great opportunity for groups to expand and use real estate as their tool. Okay.
Michael: Interesting. So how, I guess through all that, how easy is it to occupy one of these vacant buildings?
Brady: So in some buildings, are very, set up for dental. Like that med spa that I bought and put 15 ops in it. Yeah, they had massage rooms. I just dropped dental chairs in each room. Very, very inexpensive. They had a waiting room already. It was gorgeous facility. very low, low, low costs for build out.
The, um, strip mall that I had bought at that time, which kind of started this process for me of DeNovo's and real estate. Um, was a big open space and blockbuster and that took an actual build out inside. So that cost 400, 500 grand now, uh, bought the building for three 30 sold it for 2. 4 million, right? So even after 400, 000 in a buildout, that's still close to 2 million in profit, still worth it.
But basically the buildings that you choose that are better suited to fit dental, the less you'll spend on TIs and the more retained profits you'll have, which can go into your retirement account. Which can pay off student debt, which can go into buying more practices, right? And recycle that. so, yeah, there is a kind of an art to that and the software really, uh, kind of, uh.
Dovetails into what existing buildups look like you can kind of see what those look like and all that good stuff
Michael: gotcha, and so you bought the You started this process without getting a loan from the bank or anything like that to be like, hey I'm going to expand I want to do this you you did it from your own
Brady: or yes so so what happened is that was this was in 2010, which is 13, 14 years ago that I started this de novo and real estate component.
But before then I already sold a couple of groups, owned other real estate, sold it. So I was doing well. So I just self funded. I didn't use debt. I just bought these properties and then occupied them and added other tenants to them, the strip mall. I had a chiropractor and a blood lab. got it 100 percent occupied and sold it to a 1031 buyer.
Um, so for those that are like, Hey, have to take on debt and do that. So we have a big family office network. So doctors don't have to come up with money on the front end. They can be a tenant partner. In these projects, right? our team at Freedom, uh, Dental Partners, we've got a team that just teaches how to do the stuff.
in fact, several of the projects of the 62 buildings going to closing right now are, are just that. One guy is a guy named Kevin up in Chicago. I actually partnered on this building to buy it. we bought it for two million and we're selling it for five million, right? Just a little bit of time later It's got 20 000 square feet.
It's got a total of 40 dental laboratories in it Yeah, it's got perio and oral surgery and He's putting a big implant practice there and we're kind of teaming up on that. so not like you have to pay dirt cheap for them. I mean, you can pay two million for a building and still make three million dollars on it.
So, so we do a lot of those, those as well.
Michael: Okay. And then how, right now, if someone wants to sell, what should they do? What's like your recommendation if they're like, okay, I'm looking to sell. They know the common most way to sell. Right. Yep. Yeah. What are your recommendations?
Brady: Yeah. So first of all, I would kind of assess your building.
what is the, the value look like? And, I don't know if a lot of folks watch yours via video or it's audio, but do you mind if I share my screen and I can kind of... Yeah,
Michael: Yeah. And if anybody right now, if you're listening, uh, definitely go in the show notes below and watch the video version of, especially of this portion
Brady: right now.
Yeah. And I'll just kind of go with this. There it is. So I just spoke, I don't know if anyone gets dental economics. I'm sure you get that magazine. And, uh, I've written a bunch of articles in there and they invited me to speak again in, in Las Vegas and this QR code, Freedom Dental Partners forward slash RE. So if you can't see it, it's just freedom dental partners. com forward slash RE. basically you just plug in, uh, the data on your building and we've got a whole team that basically figures out what the value is based on a few important factors.
And those factors are your lease rate or what your lease rate could be. Um, the ability to have a corporate guarantee on the building, and then we work with several multi billion dollar REITs that then basically are buying a lot of the properties we put together, and we know the value of that. So we can, we'll email you back the value, um, it doesn't cost you anything obviously for that, but it's another example of how dentists can partner together to get higher value, because the average value a dentist can receive from selling their building as part of a group of other dental buildings is about 35 percent higher.
So if a building is worth 500 grand on its own with these other factors, you're making whatever that is. So So that's that I'll unshare right now, but happy for anyone to use that resource and we had a bunch of people use that at the dental economics event and get back their values on their buildings and how that all works and with an explanation.
But anyway, yeah, so that's that's Michael for those that already own their building that want to, you know, have some profit event from the real estate they own. But the biggest, I will say, the biggest profits are in taking these buildings, finding, you know, the ones that are easily, moved into a dental practice component, and then being able to turn those buildings, have a profit, and operate your dental practice there, and effectively expand without any debt and actually making money while you're expanding.
Michael: Yeah. Okay. Okay. And I know, um, I guess, how do you know if a building is perfect? Because I think if you want something bad enough, you kind of can convince yourself like, this is perfect. But if Brady were to walk in there, you can tell us like, man, Michael, this is not perfect at all. This is, this is not a good building.
So how can
Brady: we tell? Yeah, yeah. So, so I look at it from, um, kind of an investment. Objective. If someone's going to do, let's say it's your second practice or your third or your 10th, you almost have to look up, look at it as a cost to benefit ratio. So I really don't look at any buildings or recommend any dentist look at a building unless they can make at least a half million dollars.
if you can buy it and some of your costs are going to be X and you can still make a half million dollars. That's a great deal because now what you're doing is you're kind of getting your dental practice expansion going along for the ride But you're also being a real estate investor And and I think we all know that the majority of the world's wealth was gained or is held In real estate and and what we're doing here really is taking a undervalued asset class office and retail In our market today and just converting it to Basically healthcare, which dental fits in that mix, which is the most highly valued real estate right now.
it's no different than I think Chip and Joanne Gaines that buy a house, fix it up and sell it for more. It's just a lot easier and more lucrative in this market right now because we can buy vacant buildings for such a low price. And sell them for such a high price.
Michael: So this is kind of like, I've heard of this method.
It's like the BRRR method, kind of like that BRRR method where you buy, right? Like rehab, refinance. Yeah,
Brady: it totally is. So Michael, we should delve into that a little bit because I'm sure people don't know the acronym. Buy rehab, rent, refinance. So that's what it is. Now, here's the big cool part about it. Okay, we buy these vacant buildings, right? Rehab, well, you're gonna put your business in there or you might go with a bunch of other businesses and do it in partnership Which is some of my favorite way of doing it more profits than that offer.
Okay, rent Your practice is gonna be renting it, right? Refi. Now there used to be a trend where, hey, I'll pull that money out and I'll just stack up my debt and keep getting more and more debt. and so I used to do that and I realized that the more debt that I had, The less I felt like I could go out there and pursue entrepreneurial stuff because I had a lot of debt.
You know what I mean? Yeah. so the only difference is buy rehab rent and it's yourself as part of the tenant mix your, your own tenant. And then instead of refinancing, just selling, making a bunch of money, not having debt. And now you can focus on being productive, being an entrepreneur, and not kind of stacking up your debt as you go, even though refinancing is still a option in many cases.
Michael: Yeah. Yeah, you're right. Okay. So yeah, it's buy, rehab, rent, refinance, and then repeat.
Brady: Yeah. Yeah. and with these, this model. Absolutely. So, so the key is you need to know how to do a startup profitably. And with Freedom Dental Partners, we are launching a course very soon on how I just in Novos and grew from zero to 8 million.
One was an acquisition, but three De Novos, zero to 8 million, no PPOs, believe it or not. Wow. How to, yeah. How for to market for that, how to add partners. How to get them off the ground, you know, most people say, Oh, you'll, you'll be profitable in two years. My first month on the second location did 503, 000 with 210 grand of profit, the first month, and that was that med spa.
so I'm putting a program together that folks can follow a free program just to go over how that worked. then we got a done with you component where we can have our, four recruiters where you can recruit. a junior partner, who's gonna be there, how does the marketing tie in, you know, is there an implant bent to the practice, all that good stuff, but yeah, it, it, really.
The de novo or startup fits in with the real estate strategy, unless you're going to merge an older docs practice into there. Um, but I found any money that you would have spent on that acquisition. If you just spend that on marketing and you know how many patients per dollar you're spending coming in is, and especially with your techniques, Michael, to have a team that's going to Costco and going to these bricks and mortar places around town doing lunch and It's an incredible way to build grassroots around that.
And once you hit, once you at least break even on that, you know, if you follow the plan really well, you, you know, profit the first month, but let's say it takes you six months to break even. Great. Now you've got an incredible asset, you made money on the front end, and now you're going and doing another one of these things and you're literally growing without SBA loans. of America, right? Without needing to be backed by private equity. And when you do sell your group, now it's just all cash to you, right? You don't have to pay off debt and then have a profit. you're growing without debt. And, and I found you grow faster and you take more risks with your growth when you got money in the bank and you don't have debt.
Then it's like, Oh, I can do this. Let's try this. Hey, it's no big deal if I try that. And, and those that have the freedom to try new things, And to get kind of aggressive in business, they're the ones that usually win because they're actually trying new things. hitting a single, a double, a homerun.
Oh shoot, maybe they didn't do very well on this one, but it didn't affect them. So yeah. So anyway.
Michael: No. Yeah. That's interesting. And then I think that's the tricky part there Brady. It's like, cause it sounds, I mean, to me at least it sounds easy, like, okay, let's be profitable. And then we can sell, right? But I feel like a lot of, um, especially like, you know, startups and acquisitions, they kind of get stuck in there where it's like, dude, it's been one year and I haven't even broken even yet.
Like, you know what I mean? Kind of thing.
Brady: Yeah. So here's kind of one of the secrets with this model. I marketed 30 grand a month, three months before I opened that location where we did 503, 000 the first month. most dentists put in their budget, like instead of 3 percent for marketing, I'll do 6 percent and it just never works.
So you kind of have to do a marketing blitz to do it. I had 340 or so new patients that first month it was hundreds. And we did consults before opening it and treatment scheduled. So, so the key is you have to be able to do a massive marketing budget. And most people don't want to do that using debt, they're just backpedaling them, right? It's like, oh crap, I'm putting all this money into marketing. I don't know if the marketing is going to work. So with that, I had already done a real estate project before that made a bunch of money. And then I'm like, Oh, I've got several million in the bank.
I don't mind dumping 30 grand in the marketing, right? From a variety of sources, radio, TV, postcards. You know, Google AdWords, Facebook ads, funnels, all that, even a local newspaper. And I went on radio and talked and did a little, I was on a radio talk show, they gave me the radio ads. So you kind of have to do anything and everything, and that creates this massive momentum where you get all this press coming in, right?
And then the statistic ends up working out, which is, 80 percent of new patients that come into a practice, 80 percent of new patients, the internal referrals come from those that have been in the practice 12 months or less. So when you do external marketing, you're automatically building your internal referrals and people don't understand.
They think, Oh, this 62 year old doc that's been in town for 30 years. He's getting all the referrals, right? Cause he's been there forever. Nope. He's getting four to six new patients a month. It's the new docs who are marketing heavy that are getting the internal referrals. Cause they're, they're bringing in fresh patients, right?
And so you have to understand that external marketing begets what we all want, the internal referrals. And with a great campaign like what you do, Boots on the Ground, Lunch and Learns, that's huge because you're with folks, they're talking about it, you're in local businesses. So, so that is the key to market really heavily and, and do that.
But, but when you do that, you know, you can, you can literally. take care of your financial future with just the real estate profits and grow a group Debt free.
Michael: Gotcha, man. Okay, that's interesting. Good. That's good to know like kind of getting that momentum started right there. one of the final questions I wanted to ask is Right throughout everything you're kind of seeing and this is just to get into the head of someone who isn't totally involved on the clinical Side of dentistry, right?
What do you dislike or hate about dentistry right now?
Brady: I would say there's this kind of chasm between, private equity backed DSOs and then the rest of independent dentists and dentists getting together and, um, being funded. outside private equity. So private equity back DSOs. That simply means that some corporate body and institutional investor owns the majority of that entity, which means when it recaps what it sells, the majority of those profits Go to the private equity company or the institutional investor.
Very little goes to the actual dentist doing the real work on the ground. On the other side of this equation are yes, individual dentists, but also dentist groups that are funded by their own debts, by their own sources of funding, like the real estate that we talked about. And it's kind of a battle right now.
what I hate is that More dentists aren't doing enough research to understand that these big private equity backed groups are not investing in real estate. In 2016, they wrote something in a private equity journal that said don't invest in real estate, but the founders of those groups have formed exclusive arrangements.
And they get to invest in all the real estate. They're making a killing billions of dollars. And all of these groups that kind of watch the big groups, they're saying, oh, we'll just lease. We won't own the real estate because they don't own it, but the founder is owning the real estate. So what I don't love is that there's not a ton of information being given out.
over here with the huge groups that are private equity back. And there's a lot of dentists that aren't taking the time to research how that really works. And I think that's my goal is to, yes, certainly show a couple decades of failures and successes, but to also show, cause I've, I've looked deeply inside the innards of all these DSOs.
I've helped a lot of them and consulted a lot of them and worked with the main attorney group who set them up. so I think what I don't love is that chasm between the two. And I think the individual dentists, the business folks that are working with dentists, those groups that are watching the big DSOs and emulating them and just leasing space, not realizing there's a huge real estate play there.
and those that don't realize, Hey, we can clump together like at Freedom Dental Partners and have a big group with a big liquidity event and benefit our futures. you know, financially, just like the big boys do. I think it's that chasm that I hate the most. And that's I think what I'm here to do is educate, show how they're doing it and then interpret how that works and make it easy so that Dennis can flourish just like those big groups.
And then I think what's gonna happen is if here's the big groups and here's Dennis and smaller It's going to equalize out because now we're using all the secret tools, techniques and protocols that they are. We leveled the playing field and we actually maybe even have an edge on our side, especially with kind of some of the real estate stuff we've talked about today.
Michael: All right, man. Awesome. And then any final pieces of advice that you'd like to give to our listener?
Brady: Um, I would say if you're young and you're just starting out your career and you did an acquisition or a startup, you're a business person involved with a small group, look at ways of collaborating more like, uh, you know, Freedom Dental Partners, we've got hundreds of dentists around the country who are building small groups together and getting involved, Google Freedom Dental Partners, see some of the deals we've done, some of the DSOs we've bought, we've bought a number of DSOs, and uh, just get involved and look for folks that are really, uh, kind of on the, on the forefront of doing this stuff, look for folks that are partnering with others, that are sharing, and uh, I would say just, look very closely at those that are banding together because those are the groups that are forging, ahead and really competing with each other.
With the big boys. unfortunately it's not the one or two or three location groups that are kind of competing as the big boys. It's, it's those one, two or three location groups or 10 location groups that are banding together, creating a formidable force to elevate through partnerships that are, that are really making a difference out there today.
Okay, man,
Michael: that's good. So then if anyone had any questions or concerns, where can they find you?
Brady: Yeah, just go to brady at freedom dental partners. com brady at freedom dental partners. com and I can I can get to where you need to go
Michael: Awesome. So guys that's going to be in the show notes below. So definitely check it out And at the same time brady, thank you so much for being with us.
It's been a pleasure and we'll hear from
Brady: you soon Awesome, michael. Have a great one
Michael: Thank you so much for tuning into that podcast. And Brady, thank you so much for being a part of the podcast. We really appreciate you coming on and sharing your wealth of knowledge. And at the same time, if you want to ask Brady any questions, go in the show notes below or the description below, and you can click on his links and reach out to him there.
Definitely check out his website and see what he has to offer you as well. Along with any of the freebies that he mentioned in the episode, you can download them in the show notes below as well. So go ahead and do that now. Have you ever thought about what your dental practice could achieve if tech headaches were a thing of the past?
That's where a fantastic IT company comes in. Now think about your day at your clinic strip away any worries about server crashes or data breaches. Man, if you can do that, that'd be amazing. With Dark Horse Tech, that's your new reality. They deliver IT solutions that align perfectly with the rhythm of a busy dental practice, so your attention never strays from patient care.
Now, I wanted you to ask yourself that critical question. What could your practice achieve if every technological aspect worked flawlessly, because that's not a hypothetical anymore. It's a real possibility with dark horse tech and to make the decision even easier, dark horse tech is introducing a limited time offer.
That's too good to pass up. If you start with dark horse tech today, your first month is a hundred percent free, that's right. Your initial 30 days of service are free of charge. It's their way of showing you the difference, the right it partner can make. So choose dark horse tech and take the first step towards a future where your dental practice can thrive uninterrupted by it concerns.
It's time to let technology elevate your practice. Not complicated. So go in the show notes below, click the first link in the show notes below to check out the offer. And at the same time, you can see what other practice owners are saying about dark horse tech. And if you like what you see, then you can go with them. But remember the limited time offer is. First 30 days are completely free. So grab this opportunity and see what seamless it service feels like with dark horse tech. It's not just about managing it. It's about mastering your practices potential. So going to show notes below, click the first link in the show notes below to check out more, and that's going to do it for this episode.
Thank you so much for tuning in and I'll talk to you in the next episode.
In this week's Monday Morning Marketing episode, I'm joined by former NFL player turned dental direct mail expert, Aaron Boone! Aaron has over 12 years pioneering new technology and methods for improving direct mail response exclusively in the dental industry. He and his team have mailed and tracked the results of over 100 million mailings for offices all across the country. In this episode, he shares the current state of direct mail in the dental industry and his secrets to minimize risk and maximize results. If you want to grow your practice and are currently doing direct mail, have done it in the past or are even considering doing direct mail in the future, this is a must watch episode filled with GREAT advice and strategy for any office.
Dive into this episode for Aaron's best tips and tricks you may be missing with direct mail!
You can reach out to Aaron Boone here:
Website: https://mvpmailhouse.com/
Email: info@mvpmailhouse.com
Free Direct Mail Analysis and Heat Map: https://mvpmailhouse.com/demo/
Other Mentions and Links:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Aaron. So talk to us about direct mailers. How can we utilize this or what advice, suggestions or methods can you give us that will actually help us attract new patients with this? What is the current state of it?
Aaron: Great. Well, no, thanks for having me on and to address this. So, my name is Aaron Boone.
I'm founder of MVP Mailhouse and this is all I do all day, every day is direct mail for dental practices. So if you're going to ask someone what the current state of direct mail is, uh, good thing asking me, I don't do websites. I don't do digital marketing. I do direct mail for dentists all across the country.
So, you know, it is interesting that you said that. What is the current state? You know, if anyone has ever asked. Hey, how's direct mail do for your office? You're going to get some mixed results, right? Some people are going to say good. Some people are going to say not good. it's actually one of my favorite questions when offices reach out to me.
I ask him, have you ever done direct mail? Yes or no? Yes. Uh, yeah, but I'm not sure how well it did or it didn't work for me. One of my next favorite questions is, what didn't work? What part of it? And for direct mail to work, you kind of need to break it down. That's like me asking, hey, uh, that root canal you did didn't work.
Well, what part of it? There's so many prep phases and finish phases and all that stuff, right? So with direct mail, you know, there's there's a lot of different components of it And I know I don't have great lighting and different things like that But if you can control the variables just like if you're doing a root canal Just like if you're placing a crown you're going to have best results and best long term results so if I were to break them down, I guess to kind of answer that question to control the variables Number one is the design What are you sending out there?
Number two, the areas that you target and when you target them and how you target them, how often, et cetera. There's a science behind all of this. Um, and there's a lot of data that we've tracked over the years, hundreds of millions of cards for dentists, and we've tracked every call. And that's the, the third component is how you're tracking.
Are you putting phone numbers on? Are you actually doing an audit on the back end where you match who came in and really knowing which ones came from the postcard? Okay, and then the fourth phase is making adjustments, refinement, because what works for your office might not work for your friend the next town over or the next state over or across the country.
Okay, so I guess that's how it kind of, and I'm happy to break down and dive into any one of those different variables, if any of them resonate with you. Yeah, yeah,
Michael: because I feel like, um, correct me if I'm wrong, or maybe whenever we want to decide to do direct mailers, we're like, we get excited, we do the design and everything, and then we put in a huge, Amount right pricing wise and then you said you got a pivot right continue to pivot and make adjustments So would you recommend hey test the waters out first and then continue to make pivots or is it more like now?
Give it all you got on the first round and then well, that's
Aaron: a good question. so yes I like to take it in stride. I'm a pretty conservative person. I grew up on a goat farm, I'm not just going to go buy a Rolls Royce just because I got some money in my pocket, right?
I'm going to take things conservatively and find what I like, what works. Okay. So, what most print companies do and even in the dental. Face there's marketing companies that are really good at websites really good at digital ads They offer direct mail, but that's not what their bread and butter is.
It's not what they do So I think there's a lot of bad information out in the industry about direct mail So number one don't fall for the pre printing what I mean is instead of printing a hundred thousand cards planning for the whole year take it in stride only print this month See what works be able to make adjustments What happened you wouldn't believe how many people called me when kovat happened and they're like I already printed a whole year's worth of cards I can't change my message.
Well, and that's the other issue with results Is you want to be current with your card right now? We want to use a use it or lose it message. That's what works because it's end of year expiring benefits In January, February, you want to remind people, Hey, new year, new you, new benefits, tax return time, beat the summer rush back to school.
When you get a card in the mail, you want it to be current for now. I call it seasonality and dentistry. so that people are getting the message at the right time for that year or what are their situations? Because right now the top drivers the top people they're going to call are people with benefits that haven't used them this year dental benefits and because cash as you go into december cash is getting a little tighter people are worrying about christmas and all the other things But if you're going to lose your insurance benefits Dude, I got to call these people.
And that's why you see use it or lose it in the industry so much. So right now, definitely seasonality and dentistry is important offers are another interesting angle to drive response, to increase response. So for example, if you have no dental insurance. And all I'm advertising is specials for insurance people.
It's less of a motivator, but if I, cause you think cash. So when you get an offer, when you see these offers for 49, 99, examine x rays, stuff like that, that resonates with cash people because it's an incentive to come in kind of a deal. It doesn't make them a bad patient. it eliminates the barrier of entry to get them to come in.
However, if examine x ray, if I have insurance, I just think that's like kind of free. 99 exam extra means nothing to me But if you give me free whitening or if you give me a free toothbrush That's where those offers drive insurance people versus cash people. Okay Now i'm not saying you have to have a crazy offer You want to sell yourself and what's most important is make your card authentic.
We recommend real pictures Not stock photography, real pictures of you and your team. Another thing I'll say real quick is play to your strengths. Our designers design these cards. We want to find your strengths. If you don't have a good looking office, don't put it on your card. if you look scary, maybe don't put your face on the card, right?
But I don't know how to say that politely, but I'm saying play to your strengths. Right if you're discount if you're low in like as far as pricing lead with that. That's okay If you're a high end boutique lead with that that's gonna resonate With the right people, right? You're not going to get everyone.
You don't need everyone. You just need to Consistently grow your practice so anyway That's what i'd say about the designs and the variables and then The last part of it that I think a lot of people make the mistake of is they don't track it So when you pre print cards You don't know if someone called from your january mailing or july mailing because it's exactly the same Right, you just know when they call so every time we mail when we do a january mailing Versus February to the north versus March to the south.
We use a new phone tracking number on it. So we know exactly, even if someone calls six months from now, you'll know it was from your January mailing, not your current September mail. Does that make sense? So you're able to track individual areas and designs. And by response to see what's working best. And then, like you said, once you find what's working, okay, now you can hit the gas pedal more conservatively smarter, because you know that every time you mail this design to this area or whatever it might be, you're getting back.
Eight times your money, six times your money, whatever it is. And then it's a lot easier too to put your money down right? If you know it's working. Mm-Hmm. , you know, it's like, I don't know, you, you go to the casino yelling, I got a system. No one really has a system at the casino or at the slot machine. But yeah, you're more confident to put some money in because there's always some risk in marketing.
I'm not gonna deny that there's always some risk. Mm-Hmm. . But if that risk is minimal, it makes it a lot easier to be confident and put more money into it.
Michael: Yeah. No, a hundred percent. And so. With pricing on that, does it become more, expensive, I guess, if it's like, Hey, let's do it, month by month or seasonal by seasonal instead of like, Hey, let's just buy for the year.
I get a bulk price and it's cheaper. Yeah.
Aaron: So, know, that's a tricky question and I would say it depends on the office. So I have, I don't recommend pre printing. I do have a few offices that want to, because you really only save a couple pennies. The real expense in direct mail is postage. I don't make a dime off it.
You don't make a dime, but that's who we need to deliver. And postage rates have gone up four times in the last two years. Like they have gone up. So it makes direct mail more, a little more expensive, a couple pennies more. But here's how I recommend to analyze marketing. And if you read marketing books and sales books and things like that to grow your practice.
You need more patients, right? You're going to have attrition no matter what as much as you love your patients and take care of them You're going to lose some they move They their insurance changes. They don't like you whatever happens you lose patients every month Too many offices are not filling in those patients plus some every month and that's probably if someone's watching this They're probably wondering how they can get more right?
How do you grow? So it comes down to investment And the thing I love about offices, dentists especially, that have already worked their practice for a few years is you've worked through a lot of kinks. Now, I work with a lot of startups, but that bread and butter office that has been there 2, 3, 5, 8 years, now you've got things dialed in, those are the ones that should be pushing the gas pedal.
Because, here's the thing, you're better now at case acceptance, you're more experienced. Your your whole team is better when a patient comes in. They're going to like you better They're going to stay longer because you're better So invest in that, you know people are we're willing to put money into a stock market and some random stock of people that you Have no idea if they're even going to do a good job with the company But dentists have a hard time putting money in themselves.
I'm going to bring more patients to me And we as a team are going to take care of these people and they will make us money because then they're going to refer Their friends their family. So the going rate right now for direct mail Uh is I mean a regular stamp is all the way up to what 65 cents. I think right now We're able to do everything design it print it mail it Listen to every call you get grade how well you're still Staff handles the calls give you feedback and an exact ROI when we match the data with your practice management software.
You're going to know dollar for dollar, good or bad, what you get with MVP. And that's what our, our, our offices love. But we do all of that for closer to 50 cents. depending on your quantity per cart, everything, postage, tracking, print, everything. So, can it be expensive? Well, sure. Anything can be expensive.
But what I would suggest you look at is not necessarily the expense, but what you get back. Okay. If you spent a dollar and got back 2, well, that's good. But what if you spent 2 and got back 5 or 6? Is it the expense or is it the gain? Is it the ROI? So and and that's different for every practice So one of my favorite questions is that I always recommend is define success What is your success?
Are you just trying to get the word out there that you're there? Are you trying to get more patients? Are you trying to get more production? So define success and then we can work towards Achieving that so that that office will want to renew again and again and again Because for me and them it's a win win when we continue our partnership, right?
That means they're making money the office and that means we're doing a good job Serving them. So that's kind of our goals is we're very transparent We have a scoreboard a dashboard where you know, exactly we don't hide results. I don't call you up and say hey How's the postcards doing? I call you up and say, Hey doc, great news.
So far, you've already had 17 calls and 14 appointments schedule. Oh, really? I didn't know that. we're providing real info for real results. And I think that's the missing piece that a lot of people don't have in their direct mail, and you can do this on your own. If you do your own direct mail, great.
More power to you, but control the variables. That would be my overall message from this control, the variables, best design, best homes. I'll help you decide which homes and show you that based on where your prank shits are coming from and stuff like that. Track it. And then most important, measure your ROI.
And if it's there and you're defining success and, and making the money that you want to get or achieving the results. And keep doing it. Invest in yourself saying. Invest in your office and it grows. So anyway, sorry. That was a lot of talking.
Michael: No, no, no. That's good. That's good. And I like that.
I like how you say you bring out a good point. Dentists have a hard time investing in themselves. Um, but it is good to kind of get that clarification. You know what I mean? To do it. because I feel like a lot of the times that's what happens. We decide to ask in either a forum, a Facebook group or something.
Does direct mail works and people are like, nah, trash don't right now. And this is where we're like, yeah, great. It works. Wonderful. Right. And so I feel like you either come out of that more confused or more like validated on my
Aaron: own emotion. Yeah. It's so true. And my argument to that is if you ask the same question, Hey, do digital ads work?
You're going to get the same response because for some office it works awesome. And for the next, it doesn't. And that's what's important. I think for each office is understanding what works for you And just because it's direct mail or just because it's a digital or a facebook ad if it's done poorly You lower your chances of success regardless of it.
It's So, I might argue that the new junk mail is not direct mail, but actually digital ads. Think of how many digital ads you get on your screen, how many emails you get daily, and the mailbox, it's still there. And it's something that tangible that each one of these homeowners around your practice is going to get and going to be introduced to you.
So, I think there's a play for all marketing aspects. I think the challenge for Dennis is to find out what works for them and do more of it. And without properly testing there's some really bad advice that you can take out there because just like you said if you go to These forums well that office that just said it sucks Is in downtown Manhattan and is a totally different population than yours in Savannah, Georgia, wherever your practice is right in the suburbs of this area.
So, I think that's the other thing to factor into is don't take blanket statements. I do think that it is important to take advice and I love that. That's what I, one of the things I love about the dental community the support that's there, but sometimes that support and advice. isn't always, warranted or maybe isn't quite apples to apples when they did that root canal, well, it may be a totally different scenario.
You know, I was giving you that example of, well, the root canal didn't work. Well, what part? Well, what if they're doing a totally different tooth or a totally different patient that has different types of gum disease or whatever it might be, I'm not a dentist, but you see what I'm saying? You can't compare apples to apples.
And, um, I think what's important is finding out what works for your practice. And we do a free, uh, complimentary analysis of your area, even I can pretty much grade your area. Kind of like you remember that TV show, break my ride or hit my ride or something. So literally when an office comes to me, I can put their practice in my mapping software and I can predict how well they will do with direct mapping.
And that's pretty powerful. Now there's some cool tools and technology that have evolved over the years. It's not the eighties and nineties direct mail anymore, where you mail to the whole zip code and a whole state, I can literally target your hottest neighborhoods. I can take out your patients so they don't get it, but their neighbors do.
Like, there's some cool things that have happened in direct mail, kind of like you do on, on digital. You can target a certain group or a certain, you know, on, on Facebook, these, these kind of, specific target markets. Do that and direct them out. things are capable are a possibility now that they weren't 10, 20 years ago.
Nice.
Michael: Okay. Awesome. Aaron, I appreciate your time. And if anyone has further questions, you can definitely find them on the dental marketer society, Facebook group, or where can they reach out to you directly?
Aaron: Well, I would suggest just going to mvpmailhouse. com go into our website. Um, you can fill out a free contact us form.
Yeah, everything is free. No, we're not high pressure sales guys, anything like that. Like I love it's almost like a free exam and x ray. Okay, let me look into your mouth. Let me look around your practice at the homes and I'll tell you what's going on in there. And if direct mail can be a viable source, I'll also even pin drop out your patients so you can see exactly where they're coming from.
And find these hottest neighborhoods. It's kind of an X ray of your, of your area to see where you're growing. And that's really the secret is finding where people come from now, because their neighbors are typically their best, the best next patients, similar demographics, you know, you do a lot of, grassroots marketing and things like that.
It makes sense, right? You're not going to go knock way on the other side of town. Where no one comes from because you're going to get lower results find your hotbeds And embrace them and continue to grow in those Anyway, yeah, go to our website check it out fill out that contact us form or info at mvp mail house Dot com right in the notes that you heard about us here.
I got a little special for anyone. we'd be happy to kind of give them that free exam and x ray that second opinion Even if you're doing direct mail right now Let me give you a free second opinion of where you should be mailing and what you are doing right now
Michael: Awesome, man.
So that's going to be in the show notes below and thank you for being with me on this monday morning marketing episode
I'm excited to announce that the Pediatric Dental Marketing Course is officially open for enrollment!
This comprehensive course, developed by Minal Sampat and myself, is tailored specifically for pediatric practice owners and their teams. It is designed to turn your pain points into stepping stones for success, and to help you become the trusted dental home for countless children in your community. Head over to our site to enroll now! https://pediatricdentalmarketingcourse.com/
Guest: David Maloley
Business Name: Relentless Dentist
Check out David's Media:
Website: https://relentlessdentist.com/
David's Podcast: https://relentlessdentist.com/podcasts/
Reveal the Hidden Potential In Your Practice! https://app.tryinterface.io/s/64c79b5f-a27b-41b8-b3a0-ea9dfe3eeedf
Other Mentions and Links:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- What are the key aspects to a high performance and self-driven team?
- The drawbacks to a top-down, authoritarian, leadership style and effective alternatives.
- How to build your patient experience around referrals, so patients can't help but refer their friends and family.
- The difference between self-managing team members, and those that need more guidance, and how to manage both.
- How to escape the tyranny of "urgent" tasks and ease your mind.
- How to manage a team that isn't fully on board with the plan.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: This is the Dental Marketer, the podcast where we teach you how to effectively market and grow your dental practice. And my name is Michael Adias, and my mission is to help you, the practice owner, attract new patients immediately, and effectively market and grow your business, so you can become the go to dental practice in your community.
Now, today we're tackling a challenge. That you faced at one point or another, and that's how to build a thriving team culture when not everyone seems to be on board and joining us is a seasoned expert, second time guest, Dr. David Maloli. David was on episode 198, The Relentless Dentist, and in that episode, I'm going to put a link to it in the show notes below.
Or you can go on the website and just search up episode 198. And in that episode, he talks about why having clarity is everything when starting a practice. The tough times you will face when you own a practice that you absolutely cannot avoid. And how to become a better leader for your team. And so that's what we discussed in that episode on 198.
But in this episode, we dive miles deeper into a couple things. Specifically, a lot of those things that we talked about, but much, much deeper. For example, We discuss breaking down top notch teams. So have you ever wondered what it takes for a regular group of people, and what do you have to do to turn them into a supercharged team? Well, That's what we dive deep into in this episode. Into what pushes teams to the top. And lights that motivational fire under them. Then we also discussed the flip side of traditional leadership. And so we're going to chat about why the old school bossing around leadership might not be cutting it.
We're diving into ways to lead that boost and inspire and not just boss around. Then we also talk about making your patient experience share worthy.
So Dave's got the lowdown on crafting a patient experience that's so awesome, folks can't help but tell their friends about it. So get ready to learn how to make your patients your biggest fans. And then we're also talking about balancing self managing and guided team members. some teams they're a mix, right?
Some people love their freedom, while others need a road map. And we're gonna chat about handling both kinds of team members, and letting everyone shine in their own way. And then, we'll discuss ditching the everything's urgent mindset. And Dave's got tips. to help you shake off that constant to do list pressure uh, that we all kind of feel like we have. So let's figure out how to take back your time and what really matters in this episode.
That's what we're going to discover with Dr. Dave Maloli. But before that, I want to ask you, Have you ever scrolled through Instagram and noticed, the people you're following the pediatric dentist or pediatric practice, and they have thousands of followers, and you notice people are engaging with their content?
They're creating content you love, that other people love, and you just know that they're attracting new patients every single day through Instagram. And you've thought to yourself, how incredible would that be if I had an Instagram account just like them? How fun would that be? Well Stick around after the interview to learn exactly how to do this, but for now, let's listen in to Dr.
Dave Melloli. David, how's it going? Michael,
David: I'm awesome. How about yourself?
Michael: Doing pretty good, bud. Doing pretty good. It's been a minute. I think the last time we physically spoke was at Voices of Dentistry pre
David: pandemic. Right. Yeah. I was going to say it's probably a different world that we're both walking in currently, relative to the last time we
Michael: spoke.
But since last time, and even in the episode, which I'll put in the show notes below, so, the listener can, you know what I mean, follow up and listen to it. But at the same time, you've always been really keen on leadership. You've always talked about it. Right now, currently, are you, are you working in a practice clinically or no?
I'm
David: not. I sold my practice literally right before the pandemic would have taken it from me. So I saw my last patient in March of 2020.
Michael: Oh, nice. Okay. So then right now, what are you currently doing?
David: I exclusively coach. Single location, dental practice owners. Um, I've done that one on a one on one basis for about five years.
And I really focus on performance, which is to me, the people side of things, not only what's going on internally for the doctor, but how does that radiate as a force for good towards the teams? And I'm also building a platform called Dentist Ascend, and that's to really give that demographic, single location dental practice owners, every competitive edge, giving them, I've really analyzed the market once because I was in it for a long period of time.
It's easy to see what are all the things that they need and what are all the things that would be nice, but create friction and getting them to progress from current state to desired state.
Michael: Gotcha. So is it more monetary? Like, Hey, look, I'm trying to break even Dave. And I need to get me there. Right? Like I'm struggling.
It's been two, three years. Right. Or is it more like, Hey, the team sucks. I hate coming to work. Money's good. I just, Mondays, when Mondays come around, I get sick, right? Which one is it kind of more?
David: it's both. Um, I created a methodology called the dentist of sun methodology to make sure that, cause my background before I was in dentistry, I was really in performance working with elite athletes and my career kind of.
Went full circle when I realized that I was kind of born to be a coach, that's what was allowing my practice to prosper was me coaching up my teams that led to, you know, one on one coaching engagements, but I think it's dangerous to separate one from the other because, you know, I call the top tier and enjoy cashflow, like how profitable are we, what are the business mechanics that are leading to that, but if you drill down.
A layer below that, I call that enthused clients. So what sort of clinical care and patient experience are they getting? And then that's going to lend to. Enjoy cashflow, right? If we go a deeper layer than that, who's creating the experiences, the doctor and the team, I call it enhanced culture.
And then the driver of all of that in my, with my clientele where they have one location and they're really masters of their craft, but they have to parallel their craft with. Leadership and business acumen. I call that elevate confidence. What's going on for that doctor? Or not going on for that doctor in some cases.
To, that's inhibiting them from being at their best at work.
Michael: Gotcha, okay. That make sense? Yeah, so this is a process, a system you've created,
David: right? It is, it's an integration between business consulting and performance coaching. That, I've been around the block enough and I've I've been in the pit of despair as a practice owner myself for long periods of time, it helped me see what was genuinely high leverage for the doctor and also like what are the things that we're chasing and they're expensive, but they're not necessarily high yield.
Michael: Okay, so you mentioned pit of despairs. What are some? Of the major pit of despairs that you remember where you were like, geez, my gosh, how am I going to get out of this? That maybe nowadays you see that coming back up or that's happening a lot with uh, some of the colleagues. Yeah,
David: I think One of the phrases I go back to often is that we don't have business problems We have personal problems that manifest in our business and that really humanizes the process But for me in the first few years of my startup practice My wife was medevaced to have my son, that was a big trauma to me because I didn't know if either of them were going to come home, quite frankly, a few years after that, my wife had a stroke in my office again, medevaced to Denver to save her life.
And the straw that broke the camel's back was about six months after that were half my team quit all in one week. it was more of a mutiny, kind of orchestrated by a toxic office
Michael: manager. was that during the part where your wife had the
David: stroke or no? It was like six months after, yeah.
When, right when I was at my lowest and a shell of a man, and I really needed my team, it fractured. And... It was difficult financially, it was difficult emotionally. I remember having so much anxiety that I'd be bent over in the shower dry heaving before work some days. And so I had to crack the code because I knew that game wasn't sustainable at all.
Michael: that, man, that is. So then what were some of the things that you started doing? Because honestly, Dave, if I was in, I'm just trying to think, trying to put myself in your shoes. I would kind of just say like, I'm just going to give it all up right now. Right. That's like priorities. My family team doesn't want to be here.
Fine. I'm selling right. Like I don't, I don't care. I'll, I don't know, be an Amazon driver or something. But Yeah. Yeah. For you, what were the steps if you could pinpoint and kind of like break it down to us in a system, the first one to three steps that helped you to get out of there?
David: Well, most of my work now is around flow.
Like how do we find this optimal state of productivity where we feel good? Things kind of happen that feels magic, but we're putting effort into it. Just has all of our focus and attention. And now I can look back at those times and realize what wasn't working, where were the burnout triggers in my life?
And also, where was I almost stumbling across flow triggers? And so the first one is purpose. I moved to this mountain town for a reason. And I had a little boy and I literally remember looking at him and his crib. He was sleeping one night and I was, I could feel my insides like quivering from all the anxiety.
And I said to him, Bennett, I don't know how I'm going to figure this out, but I'm going to find a way. So in the flow continuum, you kind of need curiosity, passion, and purpose stacked really high when you get in those difficult situations. know that now. I didn't know that then, but I happen to have a little boy right in front of me that I didn't want to say, Hey, listen, it was a crash and burn.
And we decided to move to Denver and gave up on the dream. So purpose was the big one. Um, the second one was. Accountability. I mean, when I look back at that moment of team unity, I don't know that I would want to work for me either. I wasn't, I was short. I didn't have much in the tank. I didn't sleep very well at night.
and I'm sure they felt that and I'm sure when they left they felt somewhat guilty, but they were trying to preserve themselves. So I had to realize that everything that happened in these four walls was my responsibility, whether I liked it or not, whether I was prepared for it or not. And then the third one would be understanding what team building really means.
I, my background was more from, I grew up on a farm and then I worked in high performance athletics for a long period of time. And those environments are very authoritarian. And I kind of thought, Hey, my name's on the door. It's my license we're working under. I signed the paychecks. So I point in that direction and you go in that direction, right?
Well, not, not so much. It sounds good in theory, but. This isn't the military and my team always had other options and it created a lot of pain just because I didn't really know how to articulate, Hey, let's make this a meaningful, meaningful workplace for you. What gets you excited to come to work in the morning?
What has you for feeling fulfilled at the end of the day and then chasing there, going back to curiosity, passion, and purpose, what are the things that you're interested in? What, how can we further educate and develop you? So. It was this top down management where we started into, we moved into a very horizontal management structure where everyone owned their zone.
Now I know that it's self managing teams, but that's really what allowed me to not only survive. In a weird economic climate in a resort town that has nasty seasonal trends and end up being really proud of the product, meaning that patient experience, the reputation, but also all the outputs, all the things that happen when you run a smart business.
Michael: Yeah, I like, I like that part at the end right now. So the product that you're trying to put out is the patient experience.
David: Yeah, I, I believe. Again, I don't know that I could have articulated this as clearly then, but now I've got some separation and I coach clients on this. The idea that we were building into our patient experience was referral centricity.
What if. The purpose of an appointment wasn't to get case acceptance. What if it wasn't to get them to reappoint? What if it was something higher and bigger, which would be give them an exceeding expectations experience where they couldn't help, but tell the next person they saw on the pickup line at school or when they went back to work.
And when you build your. around a referral, you know, that people aren't just going to give it out, you have to earn it. And so that was the product you know, extends into reputation and ability. but that's what I always challenged my team is. We've got dozens of people on the schedule today, but that one in front of you right now, what can you do to make them feel like they're the only patient on our schedule today?
Michael: I like that, man. That's super different. So how did you do that? How did you create that experience? So the end goal was always a
David: referral.
Well, if you don't mind, let's go into another flow trigger, a big flow trigger. We talked about purpose was a big one. Talk about curiosity. We talk about passion, but a massive one is autonomy. And when I started making my team, the CEO of whatever they were doing, it might be the schedule, it might be the finances.
It might be the hygiene op. It might be one of my ops. That's when that really flourished. And I just. Decentralized operations, basically, although it was a small facility, I decentralized operations and task them to surprise and delight the patients on the schedule. And one patient might want to get in and out.
So the surprise and delight was efficiency, but the other person might want, you know, if they're, if they have more time on their hands, they might want the additional touches like, Oh, I watch. HGTV when I came in last time and they remembered it and that program was up when I walked in the room. And it doesn't take much really to surprise and delight somebody because most customer experiences are pretty mediocre, right?
Yeah. But it's all these little unexpected touches. It's nothing's going to blow you away. It's just that, wow, I got a birthday card from Dr. Maloli. Wow. We got a handwritten thank you after I was there one visit. Those little things compound like crazy.
Michael: Interesting. So it's more of the, um,
David: the details. Yeah.
The details that seem trivial at first, that's a really good way to put it. If you didn't do it, nobody would miss it. And the fact that you are doing it, it doesn't take you five or 10 minutes. It takes you a moment, but just that little bit more eye contact, a little bit more conversation, remembering where they went to vacation last summer, because he put it in the notes, all those little things.
And a small town or in a big town where people, they want, they feel ignored and they want to feel like they're valued. If you just put a few little deposits on that emotional bank account each time, it really adds up and it's that emotional connection. Now, more than ever, that people are really longing for.
Michael: Yeah, I remember, I think that was in, and for anybody, for, for you, you're listening, I'm going to put it in the show notes below to Dave's, uh, newsletter, because I think today you sent something like about the three points to, to ponder and, and one of them was to rethink. Touch points, It was where can you inject and genuine care into the um, I guess this part of it, right?
is this something that you recommend like everybody on the team should ask themselves this?
David: Everybody on the team, every appointment, every day. Every day. It's a moving target, you're trying to customize it, you're trying to make it unique and personalized and unexpected, and there's different strokes for different folks, and somebody might love all your reminders and somebody might hate all your reminders, so you have to customize the experience, and I think, you know, there's a lot of people that are scared about this corporate takeover or what you want to talk about, um, I don't think it's real, I think Yes.
It's a, just a different model. And if you want to win at your own model, you get excellent at your craft, which is dentistry, and you package that in a incredible experience. And you can run circles around anybody because it's so rare. I mean, I live in a high end area and I can go to an expensive restaurant and the steak might be good, but then the service is mediocre or I might go into retail and the same thing.
So if you can surround yourself with a handful of engaged, creative people, they don't have to be trained in dentistry. In fact, sometimes I think it's a liability for them to have spent a long time in dentistry because then you have to take them through this unlearning process. That experience goes beyond the golden rule of, let me give you the dental experience I would want.
It's upgraded into, let me understand the experience that you want and make sure that I give you that, and then nudge it up just one more rung and say, wow. Like. You'll never believe what happened at Malovi's office today.
Michael: I like that. Well, have you ever experienced a day where, I mean, somebody's expressing this.
They're wanting it. They're like, yeah, okay, guys, we're all gonna, what, where are the touch points we can add? And then there's like that one team member that just all the time, right? They're there, they get excited, then they bring it down and they get excited and then bring it down. what do we do with that?
David: it's a big question. I mean, there's 80 percent of the workforce that are disengaged right now. some people are just risk averse and any change feels like a threat to their day. And so they need a little bit more coaching and nurturing and reminders. Most leaders get sick of saying the same thing over and over, but it's important that.
We find the things that are precious and valuable to us, and we never stop talking about it because people will drift. Right. So there's that well intentioned person. And then there's the other person who might be like, Hmm, sounds good, but it's also a lot of work. Let's just see if we can let this blow over.
And then you have that other insidious person. That's like, no way I ain't doing that. And then they start to kind of toxify and contaminate the others. So I really believe the future of leadership is. Understanding how to coach and develop your people, not just in dentistry, but in the workplace, because if you don't invest in them, they're always going to be looking for their next best.
And so you have to, almost like what we just talked about with the patient experience, you have to customize the employee experience as well. Because some people are already self managing. If you start over managing them, you're going to run them off. Other people are used to being dependent on somebody else for making all the decisions.
And if you don't nurture them to be decisive and confident and develop their skills and mindset, then you're going to run the top team member off too, right? So it's... Understanding how to build teams and grow people it used to be a, would be nice to have that skill, but now it's mission critical.
Cause you're just going to have churn if you don't figure it out. So, that's a bit of a tangent of what we were just talking about, but to anchor that or bring that back home full cycle, I think understanding. How to get the best out of your people and making sure that your people understand, they really have three jobs, right?
first job is to be good at their job, whatever that is, scheduler again, financial arrangements, dental assisting. The second job is to be a great teammate because if you're really productive and a toxic team member, then it's a no go. You're going to make the other people worse at their job. Like we were just talking about.
And the third part is to grow. And it's the interesting thing about leadership is it's good for all people to grow. It feels fulfilling when we're expanding our capacities and capabilities. But that said, even though it's good for us, that most people will dig their heels in a little bit. So you have to build that into the culture of what are you going to focus on in the next 90 days?
How are you going to get better? How can I support that? How can I be. How can I provide you the tools and training to get there? because if you get in any signs of status quo in this radically changing world, then it'll start to pass you by. And to me, that's the most dangerous thing of all is thinking what got us here will get us there.
The big word that's getting kicked around in corporate circles is radically adaptable. And then there's like the laws of physics involved, right? An object in motion tends to stay in motion. The object at rest tends to stay at rest. And if you let your people rest on their heels and aren't telling them, like, part of your job is to get better at your job, then bad things happen.
The consequences are too great for me.
Michael: Yeah. So then. In, in this time where you're, if you can recall, like when you're busy, right, you're dealing with an employee, you're dealing with the patient, you're dealing with your own CE, right? Your own family, all this stuff. How can we tell what are the like marks of, Oh, they've been status quo for a minute now.
Like they've been just, I don't know if they're, they're going down or up. You know what I mean? Like they just kind of passed by the radar because you're so boggled down with everything else.
David: I think what we're, if we go to the root cause here, I think we really have to focus on what are our priorities and I'll share with you my personal experience, um, kind of an extension of what we were talking about earlier.
That was about. Almost 10 years ago, where I had the family incident and the team mutiny and had to rebuild and then found out that it was a team member that was staying that created all the mayhem. in that churn, I noticed as I was rehiring for those positions that I wasn't getting as many applications as I used to.
And. It wasn't that we had a bad reputation. It was just when people left, they weren't leaving my practice to go to another practice. They were leaving town because of cost of living. So a lot of the supply and demand issues that are, people are experiencing now. I felt that a long time ago and. What I had to do was prioritize making, even over patient care, which is hard for me to say, but it was true.
I realized that if I didn't have a great team, I wasn't going to have that great patient experience. So I had to take that workplace environment and move it to the top of the list. What do I have to do to ensure that this is one of the best workplaces in town, not in dentistry, but again, facing competitors and banking and retail and hospitality.
And so we have to move that to the front. And if we've moved that to the front. To sustain this team and allow this team to grow and flourish. Then we make the time for immediate feedback each and every day. We build some of that feedback into the huddle system, so that they don't have a chance to drift.
And if they start to drift, that's when you start coaching them harder. And it's not to be mean, it's actually an act of kindness for the rest of the team to not let somebody pull down on the bar, like lower the standard when everyone else is raising the standard. So it's really our duty as employees, but you have a point, like there's 10, 000 things that we.
Can be doing, we just have to make sure we know what one, two, and three are. And then we never lose sight of those priorities because not doing it again means this cascade of turnover and drama and gossip and being on the reactive side of that I've experienced it. And I wouldn't recommend it. I would recommend staying on the proactive side and really build a team, really a team building machine that has a communication cadence daily.
Weekly, monthly, quarterly, uh, to make sure that people are always in momentum.
Michael: Gotcha. Okay. Now, a lot of the times, Dave, how do you think we should handle this? Like when we're, we want to like, we're new, right? Maybe we've been open for a year or something. And we're looking to grow, but, you know, employees are scarce, right?
Or, or just help is not as, uh, available as it used to. And you feel like you've created this beautiful workplace, but it's kind of like, they're like, oh, this is how much you can pay. Now I can get paid more at Bucky's, right? Or, oh, this is how much you're going to get paid. They're paying me more in and out or something.
Right. and you're just thinking it's only monetary. Like there's no way I can pay you that much. That's it's just, I don't have it. What do we do in that
David: scenario? It's funny. You say Bucky's cause I was just in Tennessee and they had this big sign out front, like 35 an hour for this 150, 000 for a night manager.
And I was like, wow, this is competitive. Yeah. It's a big deal. again, something that I experienced in my local market where the cost of living is really high and I had to do a frame shift, meaning I couldn't see a team member as an expense ever. Cause I'd look at my payroll costs and I'd look at my overhead percentages and the payroll costs as a part of those overhead percentages.
And I think, well, I'm way out of standard norms. But my alternative was also not having an employee and we have three columns full of hygiene and no hygienist. That's also a huge financial liability, not to mention a liability for your reputation and all these things you built up. So we have to look at them not to dehumanize people.
I love people and I literally believe that all humans have unlimited potential. Some of them want to step into that and some of them don't clearly, but. if I got the feel during the interview process, that somebody was looking for something different, they were looking for a true culture.
They were looking for more than just trading their time for my dollars. Then usually I was willing to invest in them and sometimes they came in really rough, meaning they didn't know a molar from a premolar They were rough around the edges, but they just didn't have any skills. And so we always started with customer service and said, the dental stuff will come from the reps.
Right. And. So if I have to pay somebody 30 an hour or 35 an hour, my immediate question is, how do I make this person worth 90 an hour to the organization, either three times their wage or four times their wage and. It's like that ever seen those Peter Thiel questions, like he'll say, what if I had to accomplish my five year goals in six months, or it's something that's like so mind breaking.
You're like, I, at first you're like, I can't, there's impossible, but if you sit with that for a while, you start to understand, like. Okay. If team overhead is say 33 percent and the rest of the overhead is 33%. So we're now at two thirds basically, right? And I'm getting 33%, which isn't an ideal dental practice.
But when you're starting out, it's not uncommon for these numbers to skew like that. You start to realize an hour of the team's time is equivalent to an hour of my time. And so if I can save an hour a day by delegation, if they can prevent work and worry, if I can optimize this practice by only doing the things that.
Require a dental license and then the high level CEU activities, you can hire all day. You just have to make sure that they're creating boundaries for you so that you're protected from decisions that you don't need to make. And then you, again, upskill them and train them up and up and up because the biggest risk in most of these situations is not having that person.
Gotcha. So. You don't want to hire a knee jerk and get a, you always want to hire for culture fit and values alignment easier said than done, but you at least want to be screening for that, but the market will tell you what you need to pay for an employee and some sort of notion like this isn't sustainable is sometimes too quick of a reaction because what's not sustainable is.
Bringing temps all the time and paying them 80 bucks an hour. What's not sustainable is your stress because you're onboarding a new person every two weeks. So there's a lot that goes into that, but I hope I've unpacked it enough that you have to like almost look at it like a fixer upper, like, okay, I'm getting this home for 260, 000.
What do I have to do to make it worth 400, 000? That's easy to. To dehumanize it and put it in, into real estate forms. But if you're a good leader and a team builder, you can help that person see parts of themselves, the potential that no one's ever unpacked. So now you're serving yourself, you're serving the team member, you're serving the patient and you're serving the team.
So that's the, we talk about a rare and valuable skill in this economy. It's that like being a builder of people and a unifier of teams. It almost solves for every other problem you have, your cashflow problems, your patient retention problems, your, I can't sleep tonight cause I'm too anxious problems.
Like if you focus on that team dynamic, a lot of the other things take care of itself. It's especially in a, economy and a society now where people aren't as loyal, where they're more likely to skip work because there's. Eight inches of powder on the mountain, or they have something better to do. You really want to create a system and a machine, meaning this culture that attracts top talent, and then also helps them understand that you can go looking for greener pastures, but you're unlikely to find it.
Michael: Interesting. I want to kind of rewind a little bit. You, you mentioned something with a team member. You said you don't want to overmanage them. How do you know when you are overmanaging someone?
David: That's a really good question, Michael. I think you have to make sure technical term is psychological safety.
That means no matter how long that you've spent at this practice, you No matter how much experience you have, no matter how loud you are or quiet, you are that all voices are need to be heard around here. So part of that, from a practice owner, you need to know, you need to ask them, like, what brings out the best in you.
And sometimes you have to take them back to, like, who was a boss that you felt like didn't know how to bring out the best in you? And what were they doing? And then don't do that, right? Because the awareness sometimes isn't there, so you have to unpack it slowly. But you also have to make sure that there's an open dialogue, that if they feel like you're taking away some of that autonomy unnecessarily, that they let you know that, hey, Doc, it really makes me feel XYZ when you do this.
And so it really has to be a dialogue and that psychological safety and. The open dialogue, the radical candor can only happen in an environment of high trust and high care. So the first job is to really give a damn about your people. And the second job is to make sure that they know that you have their best interests at heart.
Now, where that gets complicated is where you have the radically independent person who's incompetent, who really needs guidance and coaching and management, right? So you have to be able to flex in and out, engage your Conviction based on somebody's level of competency, and there's graceful ways of doing that, right?
It can be, uh, what's the marketing term? It can be a welcome guest or an annoying pest. Sometimes it's just a matter of your approach when you're managing those people. But it's not a one size fit all approach. And what happens sometimes is you have top performers that drift because they've got something going on at home with a spouse or a sick parent.
So you always have to be on your toes as a leader because there is no checklist or prescription for this. It's you being hyper aware and knowing that your number one job first job is to, is to role model away. So who are you when you come to work? Are you representing the brand? And then you have to teach them how to think, giving them frameworks in which this is how we operate.
This is how we take care of patients all from the surprise and delight thing to simple rules like No one sits in reception longer than five minutes or something like that with rare exception, and then you have to challenge them. And so that goes back full circle to what we were talking about earlier, about making sure that you're there for that graceful nudge to make sure that they're staying in momentum.
And when you do this right, it starts to look like a flywheel at first. It takes a lot of effort going back to your young dentist. It's like, I'll never figure this out. I've been there, but over time. You start understanding how the mechanism really works, and it takes less and less management from you.
You can't be hands off. Because all organizations will drift if there isn't somebody to tend to the belief system, the vision, the mission, but over time, it should get easier and people should be really good about getting work and worry off your plate. So you can focus on that coist training or the ortho training or all that stuff that really is going to pay the bills, but you're too busy doing 20 an hour stuff, cleaning up messes, putting out fires.
Living in the tyranny of the urgent, all those sorts of things, that's, we have to evacuate the doctor from that so that they recover that freedom and realize, okay, now my career is what I thought it would be in the early stages. Gotcha.
Michael: Awesome, David. I appreciate it. ask mainly that question because I feel like that's a lot of the times we... Maybe we do that and maybe we're giving too much autonomy to someone who doesn't need it. Right. It's like, Oh, you're not doing anything kind of thing. Right. But just looking busy. And then there's sometimes where it's like, cause of that, maybe we've been scarred.
We do that with people who don't need it. Right. We're like, okay, wait, no, trust me. You're going to be, and we kind of push that on them. Like you need this type of guidance and all this stuff. Although they need guidance, everybody. Right. But it's more like. You're micromanaging now, right? And then that can be, heavy.
You're just like, ah, you don't really believe me. You don't trust me or, I don't
David: know, I can go further than that. Another component that really needs to be plugged in here that we should talk about is peer to peer coaching. You have to make sure that your environment is feedback rich and it's not just top down.
It's not just the senior people down. It really is this environment where everyone's trying to get better. And they all are human and humble enough to know that there's blind spots. I remember one day... I have a pretty small space, less than 1200 square feet. And so the sterilization was right across from op two and we did the whole Disney thing.
This is front stage. This is backstage. These are things that we only talk about backstage, but there was some personal stuff being talked about in hygiene and the hygienist with her patient, the chair heard it. And I didn't have to address it because she addressed it. She let it be known that, hey, it was really awkward for me being around that patient and hearing about that your Saturday night or whatever.
And, and, uh, and sterilization. And she said, that's not how we do things around here. And so ultimately you need to set the standard, but it needs to be pleased by more than just you. In fact, with my clients now, I'm building out unity councils, which is an internal leadership team to make sure that, Hey, there's a keeper of the culture.
Even when the doctor is heads down looking for another canal and an upper first molar for a root canal, there's keepers of the culture all the time, and it's not this environment where. when the cats away, the mice will play that's most environment. So you have to build in these fail safes and it all goes back to building trust and rapport one on one on one on one and making sure that you never take that for granted.
Yeah,
Michael: man. I think I'd feel like. If I wasn't in the office and I saw, dude, like maybe like a camera, I heard like one of my employees or somebody say, like, that's not how we do things around here, but oh my gosh, like, this is amazing, you know?
David: Her name was Sam. I called her my sheriff. Yeah, that's good. There were certain standards, like we had our mission, our vision, our values, and then certain non negotiables.
And if somebody crossed that line, I was rarely the person that had to move them and remind them. Um, usually the nudge was done by Sam or somebody else.
Michael: Yeah. And so now today, how can someone introduce that peer to peer coaching, uh, within their team? Let's just say like somebody, one of our listeners are listening right now and they're like, I love this.
I'm going to do it in our team meeting tomorrow. I'm going to say peer to peer coaching. Is that how it just kind of works or?
David: No, no, it's a process, because this stuff is so valuable, it takes some time and this is where I kind of advocate playing favorites as a leader. Like you have to know the people who are committed organically to the practice.
And the more of those people you get on board, the easier it is, but it's not going to be a all in type environment. It's just not how change typically works. I did a bunch of training and executive coaching. And if you go into a big organization, like say I bought your big company and I'm coming in as the new CEO or the turnaround guy or whatever it is, I.
Immediately make the assumption that there are going to be a third of the team that's on board a third of the team. That's off board. They're going to be resistant. They're going to hate whatever ideas I come up with, even if it's good for them. And then there's the neutral third that could tip in either dimension.
So I want to know always who are my loyalists who believe in what we're doing here? And I bring them in real close. I make sure I understand their ideas. I make sure that they're my feedback mechanism because I can't see or hear everything that happens in the practice. Not that they're informants, but they're the keepers of the flame, so to speak.
If you get that rock solid, those people in the middle third will usually get on board because they they're not negative. They just aren't real leaders yet. And so what you're doing is understanding that. Leadership isn't about creating followers. It's about creating other leaders. And then that bottom third, they have an option to get on board or get out of the way.
And sometimes you have to be that clear in the language where you start coaching them. And if coaching them isn't working, then you start telling them if they still don't maintain the standard, then you have to collide with them and say, Hey, listen, like, you know, either through your, verbal warning or written warning process.
Like if you can't play at this level, you can't play this game. And so it's a tricky process, but you have to start infusing that into your culture. My, my team called it, uh, welcoming feedback. It was one of the core tenants of our operation and I didn't come up with it. They came up with it. So they wanted an environment where they felt like they could give me feedback.
They could feel comfortable with me giving them feedback in real time on the fly. But. Hygienists would say, Hey, listen to the assistants. It would work better with the flow. If you did this or scheduling might give feedback because ultimately we're innovating all the time, right? Peter Drucker said that a business, because the purpose of a business is to create a customer, there are only two real functions, which are marketing and innovation.
All the rest are just costs. So if you have that peer to peer coaching going on all the time, you're finding these little friction points, you're finding these little frustrations, and you're turning those into innovations. So that's the magic of what happens when you start doing peer to peer coaching, where everybody is a coach and also a, you know, a coachee. Um, but it's, I'm not, I'm not going to lie to you and say it's simple. We have to build it from the ground up. And that starts with. One on one conversations, make sure the standard is clear. Some of that standard is an obvious standard, like things that you can see, things that you can measure, but a lot of it is an emotional standard.
Like what are the core values here? What is the behavioral standard emotionally here? And one of the things that my team came up with was, was out loud laughter. And when we put it on the board, I was like, okay, I'll concede. Like, that sounds good. And then I'd sit in the hallway and I could hear laughter from four operators and I'm like, Wow.
Like that's creating trust. That's creating experience. That's creating value. So sometimes I don't think we really get the best ideas for our organization because we think we have all the ideas, but when you allow some of that, um, self managing team and stop trying to create followers and start to create leaders, Amazing stuff that you can't expect really starts to happen.
Yeah.
Michael: Nice, Dave. Awesome, man. I appreciate your time. Any final pieces of advice that you want to give to our listener?
David: Yeah. if I were going to give an advice to listener, assuming that you're in a situation that's probably a little uncomfortable because most doctors are, one, know that it's normal.
Because dentistry is hard. Being an entrepreneur is hard. Some of you are parents, that's hard. And you're never, ever, ever going to negotiate the standard. You want to be excellent at all of them. So you're probably feeling guilty that you don't exercise enough, or you don't sleep enough, or you don't socialize enough, or you don't spend enough time doing this or that.
So my words of advice would be get rid of the guilt and shame. Um, and just get better because when I look around the landscape, dentistry is really a golden ticket. Meaning like if you can do a good job at dentistry, you can get a great associateship. If you can be a good entrepreneur and a great leader, you can create any lifestyle that you want.
And that's, you know, to make what a dentist make, you might have to be a high level exec working 80 or 90 hours a week, flying all over the place. So don't lose sight of that golden ticket that you have. And also make sure that. Whatever path you're following isn't somebody else's vision and version of success.
Because I see a lot of dentists want to be the next, this doc or that doc. And ultimately, you know what your path is. So don't be afraid to be an N of one and customize it completely to what you want. You can do whatever procedures you want. You can see whatever kind of patients you want. You can take. In network, out of network.
Some of these things you can see it early, but you can build into it as you build up your reputation and skills. But the paralleling craft to your clinical craft will always be leadership. Because if you can lead yourself, you can lead a team. And if you can lead a team, you can lead your patients to better healthcare.
So, that would be my parting shot for you.
Michael: Awesome. So, if anyone has any further questions or concerns or wants to reach out to Dave, Dave, where can they find you?
David: Well, I release a weekly podcast, it's called the Relentless Dentist. It's been around for about a decade now. Hard to say that. So there's lots of episodes and content free of charge there.
If you want to get to know me better, I just created a dentist to send quiz. It's a video quiz. That's designed to help you reveal the hidden potential in your dental practice. I can give you a link to that or they can find it on my website and my social media on Instagram. Um, so I'm not as Deon Sanders would say, I'm not hard to find.
Michael: Yeah, I know that's awesome. So that's all going to be in the show notes below. So definitely go check them out. And Dave, thank you so much for being with us. It's been a pleasure and we'll hear from you soon.
David: Michael, thanks so much. You're a great host.
Michael: Thank you so much for tuning into this episode and thank you Dave for being a part of the podcast. Again, really insightful, wonderful advice that you always bring to the audience, you the listener. So we really, really appreciate. If you want to ask him any questions or concerns, you can definitely do so by joining our free Facebook group, The Dental Marketer Society.
And there you can talk with any of the guests that you've heard in the past or myself and, uh, interact with more of our listeners. Or if you want, you can go in the show notes below, look for Dave's name and click on the links and just reach out to him directly ask him any questions or concerns there. But we appreciate you tuning in and Dave, thank you so much again for being part of the podcast. Now, are you dreaming about having that wonderful, engaging Instagram, or it's Facebook or it's your TikTok presence, right? For your pediatric practice? Seriously, let's turn that into a reality.
And one of the first steps you want to do is you want to start with understanding your patient's families. It's a game changer for your Instagram engagement. And in the Pediatric Dental Marketing course, which is a course created by Manal Sampat and myself, both of us, we teach you exactly how to create and grow with a purpose.
your Instagram. Among many other things, that's one of the things we teach you. But lately we have received a lot of marketing questions on Instagram for pediatric practices. So I wanted to show you exactly what we cover. Now, when it comes to what's inside the Pediatric Dental Marketing course specifically for Instagram, we talk about Literally from the beginning to the end, how to get your bio getting started, your Instagram stories, the ideas you need to start implementing the insights that you need to look for on Instagram, the QR code and the saved content, how the algorithm works, what posts you need to do.
And guys. She has you covered, Manal has you covered on how to schedule the post, what to post, 365 days out of the year. thinking is out of that, right? Like we got you covered. The type of hashtags, the reach you need to be looking for when it comes to hashtags, finding local influencer parents, and so forth.
Then we dive into how to make the reels. And she dives into the training, finding trending audio all the time, scheduling your reels, download the Instagram reels checklist on the course all the ideas that we have for you. And so much more. Let me go even deeper and talk about team activity, how to get your team on board, the videos you need to start creating and so forth.
The scheduling, how to create the content on Canva, which is a free platform, how to create custom templates, videos, flyers, worksheets, presentation templates, things like that for your Instagram. And also we cover the ads as well and how to specifically do the ads so that they can reach their maximum potential and obviously attract new patients.
This is just a little sliver of what's covered. When it comes to Instagram in the pediatric dental marketing course, you'll dive into 30 plus units covering modern marketing basics, digital basics, digital marketing, social media marketing. And of course. I helped create the course. We also talk about ground marketing strategies, ensuring you're not just attracting, but deeply connecting with your community.
I talk about how to get into daycare public schools, private schools, pediatric medical locations, chamber of commerce, businesses, learning centers, Uh, kumon Learning Center, small businesses, martial arts, Color Me Mine, indoor playgrounds, fitness facility.
I cover an enormous amount of things on how to get into the community and other businesses when it comes to the pediatric dental marketing course. So you can check that out, but get your hands on these evergreen tactics, learn the art of engaging content creation, and even explore the magic of effective Facebook, TikTok, and Instagram marketing.
Discover how enjoyable and rewarding marketing can be. And watch your pediatric dental practice flourish both online and in your community. So click the first link in the show notes below and see what this course has done and is doing for other pediatric practice owners. And at the same time, click the link If you just want to be nosy and see everything that's included inside of this course, which we continue to add to it, right? Every single month. And we have our monthly office hours where you, me and Manal sit together. Once a month, and we talk strategy and we talk how we can improve your practice. If you want to see all that, just click on the first link in the show notes below and you're able to look into the pediatric dental marketing course a little bit more.
And if it's a good fit for you, we would love to see you in there. So click on the first link in the show notes below to check it out more for pediatric practices only. Awesome. So thank you so much for tuning into this episode. I really appreciate you and I'll talk to you in the next episode.
Get a Free Marketing Assessment with Gargle here!
In this week's Monday Morning Marketing episode, we're joined by Shawn Rowbotham from DentalMarketing.net to explore how to effectively use direct mailers and postcards to attract new patients to your practice. Get ready for some eye-opening insights as we delve into surprising research that reveals how even younger generations are increasingly drawn to the power of direct mail. Discover why a pristine 5-star rating might not be the perfect fit for your practice, and learn how to strategically bolster your online presence to up the impact of your direct mail marketing efforts. Plus, we'll dissect the crucial "how" behind prospective patients' search for dental practices and reveal actionable strategies to capitalize on this evolving landscape.
Tune into this episode with Shawn for the best up-to-date practices on direct mail marketing!
You can reach out to Shawn Rowbotham here:
Website: https://www.dentalmarketing.net/
Phone: 435-503-1725
Feature Comparison for Direct Mail Companies: https://www.dentalmarketing.net/all-inclusive-pricing/
Other Mentions and Links:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Sean. So talk to us about direct mailers and postcards. How can we utilize this or what advice suggestions or methods can you give us that will help actually attract new patients through direct mailers and postcards?
Shawn: Well, I think one of the things that, you'd want to start with is that people often have a tendency to think that.
they can just mail postcards and, uh, get something in the mail, and then the patients are just gonna come in droves, and the phone's gonna ring off the hook. it doesn't work quite like that. It's, uh, probably, in many ways, similar to... Dentistry and when a patient actually, provides like a really simple, explanation of what they, you know, think that you're going to do for them.
And you, on the other hand, know that there's a million little steps that have to go exactly right, or things don't work out well. For instance, if may say that they need a root canal. And so they're saying, okay, so you're just going to, you know, put a new, new tooth on top of that, you know, a crown on top of that, and it'll be all set in.
And though that's accurate, you know, as a dentist, that there's a million other steps that actually occur and they have to be done very precisely and very accurately, or that's not going to work out very well at all. And unfortunately, direct mail is the same way. And a lot of people think that all I need to do is go ahead and, you know, make up a pretty card and send it in the mail and things are gonna go great.
There's a lot more to it than that, especially nowadays. the other thing that I think is, uh, which I'll share with you a little bit more about that, but I think the other thing that's really valuable for people to appreciate and understand is that, a lot of people look at direct mail and they think of it as kind of a really old methodology.
They think, you know, some people are even think like, uh. who even does direct mail still? Who, who still mails postcards for goodness sake? In a world of digital and, you know, email and, uh, you know, text marketing and every other kind of digital marketing and such, the challenge is, is digital marketing has become so popular that it has overwhelmed everyone.
Every one of us get All kinds of, you know, solicited unsolicited texts. We get all kinds of emails. We, you know, pay no attention to, and ironically enough, the people who are most efficient at getting through that and spend the least amount of time focused on them is the younger generations, so they're really adept at.
completely ignoring, you know, digital advertising by and large, but at least getting through it very, very quickly. So it gets very, very little attention. And so, ironically enough, they also tend to be the strongest market. And the studies show that they respond stronger to direct mail than the people who you would typically expect that grew up with direct mail, the older generation.
So, ironically, it works even better for them. and the other thing that is happened in direct mail is the fact that because. Digital marketing, social media, and all that have become so prolific that now, the, old, older, you know, direct mail type thing is looked upon as kind of more of a novelty.
There's not nearly as much competition in the mailboxes there used to be back in the day. If you remember, you know, especially for those of you who are older, you used to get tons of direct mail. I used to get catalogs. You used to get all kinds of stuff, uh, flyers, postcards galore. Now. We don't get that we get a little bit of mail.
You know, we don't get nearly what we used to because of that. Frankly, there's a lot more attention given to the mail that we get, which enhances the results that you tend to get on direct mail. Unfortunately, at the same time that there are benefits in that there's less competition. There are a lot of things that make it tougher to get direct mail to work properly.
So right now, you really have to make sure that you're leveraging a lot of the best practices that in our day and age right now have a big impact on the results that you're going to get. And a lot of those techniques and best practices dovetail with digital. There's been studies done as well that show that when you do digital in conjunction with direct mail, it increases both by about 65%.
On average, in terms of their response. So it's a huge, huge impact. So it's really crucial that you take advantage of that. The other thing that is really, really important to appreciate. Is that before you ever even consider something like direct mail, you need to make sure that your digital presence your online presence is strong.
Nowadays, admit it and think about it, the fact of the matter is, most patients are going to pick a dentist not to dissimilarly than the way they're going to pick the restaurant. They're going to go to tonight. They're going to go online and they're going to put in. Best Mexican restaurant, if they're looking for a restaurant, it's going to pop up and Google my business, the top three, you know, results, as well as a couple of potential ads that people have paid for.
It's going to show them on a map. It's going to show more, you know, if they want to. And a lot of the times they're never even going to click that button. They're going to pick one of those. And most of the time, you have to ask yourself too, when was the last time that you chose a sponsored ad restaurant over an organic ad?
It almost never happens. Me, I'm not sure it's ever happened. So you want to keep that in mind. And that's not to say that using Google ads and PPC isn't effective. It certainly can be. But you just want to keep the realities of the medium at the top of your mind when you're considering what you're trying to accomplish.
so if they go ahead and they don't see you in the top three and you're lucky enough to have them click on show more, you have to ask yourself, where are you listed? How far are they going to go down the list before they find you? And when they do find you, what star rating does your practice have?
And how does that compare to all the people above you? And then Even more importantly, they're both really important as you can imagine, but even more importantly is how many reviews do you have? ironically enough too, most people would assume that five star rating is the best rating. It isn't. When you have a five star rating, people assume you're lying.
They assume that somehow you're working the system, and there's been a whole lot of studies done on this. So actually, believe it or not, the very, very best rating is 4. 9. That's actually what you want. Five star. I wouldn't try to get it down to 4. 9, but just keep in mind that if you're not at five star, it's not bad.
Now, if you start falling into 4. 7 and below, then it is bad and you're going to have challenges there because chances are your competition is. Ahead of you, if that's the case, there's a darn good chance. They're going to select them instead of you. So I tell people even when they call us and want to do postcards.
The first thing that we do is an analysis on their online presence. And there's 6 primary points that we review. And if they aren't in a good situation with those on with the online presence, then frankly, we tell them we need to work on that first and get that in place, or at least if they're close, we can be on track to get that in place before card set homes because otherwise they're frankly going to be paying the advertising bill for their competition.
Because what ends up happening is now I send out a postcard, it gets into the homes, the people are interested, they're like, yeah, my last experience with my dentist wasn't so great, you know, my tooth hurts, whatever it is that motivates them to call. They then go ahead, go online, and they check out your practice, and now all of a sudden you're competing with everybody else around you.
And if you don't look like a good, solid choice. You don't have to be number one, but you have to look like a good choice. And if you don't, there's a very high probability that they're going to call someone else. Just like you would do the same thing if you were picking a good Mexican restaurant. It's no different.
You might look at an ad from somebody, it's great, but you see that these others are rated twice the reviews and they're rated higher, where are you going to go? You know, that's what happens.
Michael: No, that's true. That's true. So then all this kind of falls into the best practices for having direct mailers and postcards to be effective.
Shawn: It does. And the challenge is, is this, is unfortunately, and I'm not trying to, you know, cast stones at anyone, but unfortunately, there's a million people out there that are happy to mail a postcard for you. So, you have to really pay attention to who you choose as a partner to help you with that. If they're not paying attention to these things, they're not asking about them, they're not talking to you about them beforehand.
You likely should be choosing someone else, because just getting a postcard in the mail is not the recipe for success. There's a lot of variables that are going to have a big impact, and if they're not paying attention to these most basic type things at the beginning, they're not going to be paying attention to a lot of the other things that are really important as well.
So one of the things that I would share, with your audience, and I don't do this to, you know, even sell them on our, you know, on our service, but we've put together an intensely valuable resource, which we keep, uh, you know, current and active, uh, and updated all the time. Um, as a matter of fact, we even put the date it was last updated on this comparative analysis of all the top companies out there that people choose.
Or, uh, direct mail for dentists because you can spend a tremendous amount of time trying to figure out who's the best and most of the time what most dentists do is throw up their hands after talking to a few people and just say, you know, Hey man, I just got to get this done. And, you know, so then they just find themselves going with whoever gave them the best sales pitch.
And unfortunately, the sales pitch rarely connects with the best provided, you know, provided service that's going to get you the best results. And so it's really worth your time But we understand that doctors don't have the time to do it or even their uh, you know practice administrator or office manager So consequently we put this together and we maintain it so that they can take a look at it So if you go to like dentalmarketing.
net and you go to the pricing page Frankly, most people that do what we do don't even have a pricing page because they won't tell you pricing until they've talked to you we actually it's the first thing we talk about and we put it right there in front of everyone And by the way, this isn't, you know, a stacking the debt.
We did the same thing that you would have done. We went online and we put best dental postcard companies. It's not high tech from that standpoint, we get the list of who the people are that they're most prominent and that's, who's on the list. And you can look on there and you can see all the, uh, you know, people that people are using and how they compare with each other, which saves you a tremendous amount of time.
We found over doing this for 15 years. That, uh, there are a long list of a number of things that are crucially important to get you the best results. And so consequently, those are the things that we rate all those companies on. So you can see how they compare with all those variables that we found, how that, you know, impact on your ROI.
We also feel like it's super, super important that you pay attention to ROI, return on investment. Frankly, I don't care whether you do digital, social postcards, The receipt on the back of the grocery, you know, receipt you get, whatever you do, it doesn't matter. You shouldn't be doing anything if you're not tracking the ROI.
If you're not, you just can't tell where your money is best spent. And inevitably it's likely going to be spent poorly. not going to get you the results you're looking for.
Michael: I know at the beginning, you kind of mentioned something about the younger generation. Can you give us like a real quick, what's the age on that?
Like, is it 19 to like... 30 that are now looking at postcards or that you've witnessed the data shows.
Shawn: Yeah, anybody who's on their own, frankly, so, you know, the Millennials, Generation X, the different, you know, whatever the, you know, the different, these different generations, all those younger generations that most people think of intuitively, they think, oh, well, these people don't pay any attention to direct mail.
You know, it's the older crowd that does, and. What the studies have borne out is that's actually just not accurate. Ironically enough, because they didn't grow up with it. It's a novelty to them. And so they love actually getting direct mail. They spend more time with it. They pay more attention to it.
They respond stronger to it. They, choose, uh, you know, More often they're choose someone they've gotten direct mail from over somebody that has, they've gotten, you know, digital from, and they tend to believe it more, it's more believable to them as well in terms of the credibility factor for whomever they received it from.
So all those things come into play. And at the end of the day, you end up with a really strong response. Now, in our particular business, a lot of people are eager to get regular new patients. However, there is a tremendous amount of emphasis on practices that want to get, more higher dollar cases, you know, specialty cases, things like all on X or full arch or implants, you know, cosmetic, uh, veneers, you know, ortho, a lot of these kinds of cases, even sleep, stuff like that.
And so those types of cases are often, you know, more focused on the older generation and of course, direct mail is, you know, tried and true there as well. and, you know, I can go into, and I don't know if you have specific questions that you'd like me to cover in relation to direct mail or in terms of actionable things I can share to those online presence metrics that we pay attention to if that's helpful.
But what do you think would be most helpful to your audience?
Michael: Yeah, no, right now this has been super helpful what you, uh, let us know everything that we have to have into place first, right, before we decide to do direct mailers. Um, and then from that point on, we can kind of continue with it, right? targeting the right thing, but making sure we, we determine it.
Shawn: And the thing is, is those, the, those kinds of things that are crucial for direct mail, they're not unique to direct mail. It really doesn't matter what you're doing. Whatever you're doing, you need to make sure that you have a strong online presence because anything that you do is going to be hand in glove with your online presence.
So it's just a crucial foundational step that needs to occur first.
Michael: Yeah, awesome, Sean. I appreciate your time. And if anyone has further questions, you can definitely find them on the Dental Marketer Society Facebook group, or where can they reach out to you directly?
Shawn: Um, well, they can go right to our website, like we're mentioning, the dentalmarketing.
net. That provides a lot of insight and answers a lot of questions. And of course, they can contact us. They can, you know, frankly, contact me directly. we're extremely transparent, extremely open and eager to help whomever. Frankly, whether you work with us or not, and I'm, give people my, you know, direct line.
They can reach me, you know, my number actually 435 503 1725. You can call me pretty much anytime. Unfortunately, I eat, drink, and sleep this stuff.
Michael: All right, Sean, I appreciate your time, man. And thank you for being with me on this Monday morning marketing episode.
Shawn: Thank you so much.
Are you looking to hit the ground running with powerful ground marketing strategies? Our ground marketing course offers a range of actionable steps utilizing local restaurants, gyms, corporate locations, and small businesses in your area! With step-by-step scripts, foolproof plans, and real-time video demonstrations, you'll master the art of effectively engaging with your local community to attract new patients effortlessly.
Click this link to join the community! https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Guest: Michael Sonick
Business Name: Michael Sonick
Check out Michael's Media:
Website: https://www.michaelsonick.com/
Michael's Book - Treating People Not Patients: https://a.co/d/gsHKkx3
Email: mike@sonickdmd.com
Phone: 203-209-7029
Free Course Preview: https://www.michaelsonick.com/freepreview
Other Mentions and Links:
Unreasonable Hospitality - Will Guidara
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- How can you really wow patients, going above and beyond their expectations?
- What are the keys to hiring, including personality, effective roles, and must-haves?
- What is the first, and most important step to bringing on effective team members?
- The 5 core values of Dr. Sonick's practice, and how he implements them.
- Human to human interaction is irreplaceable when it comes to connecting with patients.
- The secret sauce Dr. Sonick takes from the restaurant industry to apply to his practice.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael Arias: all right, it's time to talk with our featured guest, Dr. Michael Sonic. Michael, how's it going?
Michael Sonick: It's going great. Thank you for having me on the show, Michael.
Michael Arias: Yeah, definitely. Definitely. I appreciate you coming on. If you don't mind me asking right now, tell us a little bit about your past, your present.
How did you get to where you are today?
Michael Sonick: Well, I'm a perinatalist. I've been private practice since 1985 and I graduated dental school in 1979. So I'm probably than most of your audience. And I've had a true passion for, you know, working with my hands and also customer service. And so over the course of my 35, 40 years of building a practice, One of the things that resonated with me was really developing great connections with my patients.
And my background was in the, not only the furniture business and woodworking, I was a lifeguard, but I also played cocktail piano. I did a lot of work in the restaurant business. So I waited on tables. I was a bartender. I was a busboy. Um, I even was a chef in the kitchen. So in college, every, every summer I would have a job, you know, when I wasn't lifeguarding, I moved over to hospitality. And that was a lot of fun. I met a lot of people and I realized the importance of connecting with, you know, my customers who are people in the restaurant. So for years, I always thought about the importance of really serving, people and we do that as dentists and also serving people in the restaurant business.
So there were a lot of parallels between the restaurant business and my office. So when I first opened up my practice, I opened up in 1985 and for whatever reason I was sort of entrepreneurial. I didn't know it at the time, but I just decided I just wanted to work for myself. And, you know, today we have a lot of different choices.
You can work for somebody else. You can work for a large corporation. You can open up your own practice. I still think there's a real strong need for people to be in their own practices and to connect with other human beings. But you're going to connect with other human beings, even if you're in a large corporation, or if you're working for somebody.
That is critical. So in dental school. I did okay, you know, I liked it, but when I became a periodontist, you know, I was a general dentist for a few years, and then I went to my residency program, became a periodontist, and then I really just really enjoyed it, and I'd pull all nighters, and even though there weren't any grades, and it was a pass fail, I just really, really got into it, and I spent a lot of time the first 15 20 years of my, my, my career.
Building my craft. And I think that's essential. You have to be really good at what you do. Most patients don't really know if you graduated first or last, or if you did a good crown prep or a bad ground prep, or you're good at dentures or extracting teeth, but what do they know? They know that you didn't hurt them.
They know what your fees are and they know what the experience was like. Unless it's a front tooth, they're really not going to understand, the quality of your work. So. I still think it's real important to do great quality work, because it puts you in a niche, a top. So that's what I did. My first part of my career, I just studied, and I went to a lot of courses, and I spent a lot of time teaching, and I've been teaching for 40 years clinically.
But I also realize it's real important to be able to connect with the people that you serve. And you have to do it by building a strong team. And that's by hiring the right people. And that's a whole different, you know, that's a whole different thing. How do you hire, how do you get the right people?
How do you develop a culture? So there's a number of things that I believe you have to do to be a really successful dentist. One, you have to be great at your craft. Two, you have to have a nice looking office. It has to be clean. It has to be neat. You have to be clean and neat. And three, I can't say it's most importantly, but it's really important.
And it's something that's not taught in dental schools. You have to have the ability to be able to give great superior customer service. Now, when I say customer service, it's not the stuff that's expected. It's the stuff that's not expected. It's the unexpected. It's going above and beyond. And, you know, Mike, I'm sure you remember those four or five great meals you had in restaurants or somewhere it could have been in someone's house.
And you, if I asked you what was a great meal, you probably could think like, well, it's this meal. And what happened during that meal was the food was good, but there's also something very special that meal. Maybe it was the type of wine they opened. Maybe it was the way they. Gave you special attention.
Maybe you didn't tell them that it was, you know, your friend's birthday. And then they came over with it and they did an over the top, you know, thing for them. Those are the things that, that we really remember. And I try to do that for my patients on every visit. We called it in our office, giving them the wow experience.
Michael Arias: I really like how you pointed out these four things. You got to be great at your craft, nice looking office, ability to give great customer service. And I remember not that long ago, I read this book called Unreasonable Hospitality.
And it provides... By William Godera.
Michael Sonick: Yes, uh huh. Yeah, yeah, yeah, yeah. It's a classic.
Michael Arias: Love that book. And I like how he said, service is black and white, but hospitality is color. Right. And so it is what you said, like you got to go above and beyond. So how do we do that in a practice? Because I know you're kind of a master at this.
You wrote a book called Treating People, Not Patients. And so you dive deeper into this topic on just hospitality or what is that about?
Michael Sonick: Yeah, that's a good question. Well, Will Guderia's mentor was Danny Meyer. I don't know if you know who that is. Danny Meyer. People know Danny Meyer because of Shake Shack, but Will Guderia, his restaurant, 11 Madison Park, was top restaurant in the world one year, voted.
it's one of the best restaurants in Manhattan. Well, that was Danny restaurant, and Will Guderia bought that restaurant from him. Danny Meyer started Gramercy Tavern. And he started a union square cafe and he hunted 11 Madison park. He has about 50 restaurants in Manhattan, but he got put on the map financially because he started Shake Shack.
And that's a, that's a whole nother story. that's what made him very wealthy, but he, he brought what we call hospitality to the restaurants. And we'll get there ran with that because, you know, he was a mentee of Danny Meyer and took it to the top. And in his book, he talks about the things that they do.
They actually have somebody on staff there that's just there. I think it calls the director of customer experiences. Yeah, yeah, yeah, yeah. Great experiences there, buddy. He gives them those, those unique experiences. And in his book, he talks about. these like four people there. I think they were from Iowa and it was their last meal in Manhattan.
And they're about to go back to Iowa. And he goes, what restaurants were you here? And I talked about it and, you know, a bunch of food. He used to talk about the same thing. And he probably a foodie if he read that book he says, well, what was your best experience? They go, we had a lot of good ones.
He goes, anything you missed? He goes, yes. We never had a New York city hot dog. And so we'll get the era who's, you know, owns the restaurant. He goes outside in his suit in the middle of the day and he gets a couple of hot dogs in the street. brings to the kitchen and he asked them to cut them up.
He says to serve and they play them with mustard and relish and, you know, some sauerkraut. And it comes out, of course, the chef didn't want to do that, you know, being a, chef in a, in a top restaurant, but he wanted to do it to give them that experience. Now, whatever kind of food they had, I think they had duck that night.
It didn't really matter. They're going to be talking about the hot dog and the hot dog has nothing about food. So how do you do that? And in my book, I have 10 different chapters. I also have a series of videos that you can purchase that are specifically there to train the staff and there are different techniques you need.
You need to be able be nice. It's basically four words, be nice to people. And when you have somebody in your chair. Or in your office, or in your waiting room, you know, are you nice to them? And how does your practice look to them? So the model of my practice is actually based on the restaurants, but it's called the Zagat model.
Now, Zagat was a restaurant review book that was published by Tim and Nina Zagat out of Yale. It's no longer on the market. It was bought by Google, but they rated restaurants based upon three things, food, service, and decor. So I'm going to make an assumption that every dentist out there knows what they need to do to do good dentistry.
So we don't serve food, we serve dentistry. But we still have to have good decor, and we still have to have good service in our practice. So how do you do the decor? Well, there's a whole series of checklists that we have, and we have a checklist for everything that we do in our practice. We have a checklist for the human being in our practice.
Is your hair combed? Are you clean? Is your uniform pressed? Do you have a nice smile? Are your fingernails clean? you wear nice shoes? We have something in our office called the white sneakers. So in our practice, everybody wears white sneakers, and they're clean, and I buy them for everybody. And if they're not clean, they go out and buy a new pair, and they're had permission to do that.
So when people join our practice, we tell them what our team is about, what our culture is about. And as one of one of the most important things in the dental practice is to be neat and clean because people are afraid of a couple of things in the office. They're afraid of pain. They're afraid of how much it's going to cost.
afraid of the unknown, but they're also afraid of diseases and germs and cleanliness over the top clean office. You're going to stand out. Very few offices are like that. So we do a check and we go through it. We go through everything in the office and I do sort of, I'm sort of very picky when it comes to cleanliness and having everything run very smoothly.
So I'll do little things like I'll unscrew a light bulb. I'll see how long it's going to take for somebody to realize that the light bulb is unscrewed. And I say, hey, how come nobody saw that light go? We used to have telephones with the cords that used to be raveled. I used to, if I saw a raveled phone cord, I said unravel it.
And then when I unravel it, I'd unplug the phone and take the cord out. So people would answer the phone and there'd be nothing there because the cord would be unraveled. They go, Oh, Dr. Sonic was there doing that again. Sometimes I'll leave a piece of trash on the front lawn. I go, didn't anybody see that?
and I do sort of games like, you know, with that, with, with the people want to practice. I say, bring it up, bring it up, bring it up. So I think to do that, you have to just make a decision early on. Are you going to be an excellent practitioner? Are you going to be someone who really wants to give great service to your patient?
Do you realize that's important? Because I'm telling you it is. It makes such a difference with your patients if you are present for them. And I have a lot of different strategies for that. Cleanliness is one. Another one is giving everybody. On every visit, a phone call after their first visit there, whether it's surgery or not surgery from the team.
And the next day, I will call a patient. So, a patient gets two phone calls from our office. Not many people get that from their dentists or their doctors. Another thing that I do that's really important and that I've recommended to every dentist, but nobody does it, is the patient letter. every first visit, Michael, if you came to see me as a new patient, let's say you had, you come in and you look like you have nice teeth, you have no disease or anything.
Michael, it's a pleasure seeing you today. Today we did a diagnosis on you and a comprehensive examination. The good news is you have no periodontal disease, you have no decay. You don't grind your teeth. You don't need a bite guard. Okay. And, um, I'm very happy to say that if you get your teeth cleaned every four to six months and just brush and floss, you'll probably not need any dentistry for the rest of your life.
Pleasure having you here. If you have any questions, feel free to call me on my cell phone, 203 209 7029, or email me at my private email, mikeatsonicdmd. com. Who gets that from their dentist or their doctor? Now, if you had a severe problem, you'd get a more detailed letter. And then I would say to you, go home, read this, discuss it with your, you know, loved one, or your friend, or maybe you know somebody else who's a dentist.
Read it, and if you're not sure about whether you want to go through a treatment, come on back with your, you know, husband, your wife, your mother, whatever, your son, daughter, and let's have a consultation, we'll talk again, and share that letter. So what I do is a very specific strategies as I give information and I make it very easy for patients to communicate with me now.
A lot of doctors. Now, I work with a lot of positions. It's really hard to communicate with positions. They want to communicate with faxes. They do not give you your personal email. You never get their cell phone. So if I'm going to meet somebody new, Michael, if you were a new person I'm working with, doctor Michael, what's your cell phone, what's your personal email.
I get that all the time. And I have a database and I have a huge database so that I can call you directly when I want to communicate, as opposed to, I haven't heard back from him. I haven't heard back. So I'm very proactive about getting things done. I think my skill is I'm well known as a good surgeon, someone who does a lot of implants, et cetera, but my real skill is good communication.
being very clear and direct with my patients. No ambiguity. You know, I don't know if you know about Adam Grant. I'm sure you've read his work as well, a psychologist from the University of Pennsylvania. He says what people find more and more challenging is not getting negative information or positive.
It's that one in between. It's the ambiguity. When someone is ambiguous, It's confusing. And you've probably been with people, I mean, a lot of people do this. they don't do it advertently, but they may do it, you know, because it's just their habit. They use confusion to control you because they don't want to make a decision.
So they'll start to say, you know, well, I could do this, this way. And you're talking with a patient, it's like, are you going to go through treatment or you're not going to go through treatment? What's the deal? So I find out, I go, you know, seem a little confused. I go, what is it? Is it the money? Are you fear of going through it?
Have you had bad experiences? Do you not think you're worth it? Do you want to give the money to your children? Or do you have to pay for something else? Or do you just not trust me because you don't think I'm competent at what I'm doing? Here's what I can do. And I give patients all the information that I can.
And I have, I can give it to him many ways. I can talk to him like I'm talking to you. I can write down the pictures. I can open up my website. This is another topic we can talk about. We should have over 1200 pages of content on my website. So they can go there. I've written six books, four of them picture books that are self published in the office.
So this is a gum graph before, this is after. And we can all do this. We can just take a picture and do that. So I show them my work so they can say, this is my stuff. So you can look at it. Very few doctors will show you that. I don't know what that's like. Oh, you don't know what a bone wrap looks like?
Here, here's a PowerPoint presentation. This is a flap reflector. This is the bone. This is the graft. This is what it looks like six months later. I will show them. I'll take away the mystery. I always say to patients, it's sort of like you're in the Wizard of Oz, and I'm the wizard, very omniscient, have all these powers, I'm behind a curtain.
Here's what I'm going to do. I'm going to take back the curtain, I'm going to bring you into my world. I'm going to take you backstage. And I love going backstage in operations, but I'm going to take you to my backstage. And I'm going to show you what I actually do. And a lot of doctors are afraid to show the patients what they do.
And then it becomes ambiguous because they don't trust you. And what's the most important thing you want to bring to a dentist or doctor or anybody that has a responsibility? You want to be able to trust them because you want to be able to feel love. cared for, nurtured. It's almost a spiritual experience when you're having that kind of a relationship.
It's not an I it relationship where like you're an object and I'm just giving you a coin like I'm going to a toll. It's a really intimate relationship. and I try to break down those barriers. Now, I look, I've been practicing a long time. I couldn't do this when I was 30. I had developed confidence I was very arrogant as a young dentist, because you know, I was good.
I was good. You know, I was good. I was good in my residency program. I had no experience, but I thought I was good. I thought I was smart. I thought it was cool. it was all basically a front because I was insecure. I realized I didn't know anything. I've been practicing one year. How do I talk to a patient with confidence?
It's very hard to do that. what do you do as a young person? If you don't know how to, if you don't do that, you tell the patient what you can do. You tell the patients what you do know. You tell the patients what your experiences is. And you give them that great experience, you know, in that area. there are a lot of little hints that I can give you to do that.
You know, from the simplest ones, to writing a letter, to cleanliness, to calling the patients, to developing a team. Now, developing a team is a very difficult thing to do. Most dentists say, Oh, I love the dentistry. I just hate my staff. Well, that's a problem. Okay, you want to be able to love your staff and you want your staff to support you.
I get a lot of compliments on my staff. Most, actually, most people leave the dental practice not because of the quality of the dentist, but because of their relationship with the staff. before I even meet a patient, you know this 'cause, because this is what you do for a living before a doctor, before a patient even meets me.
They probably have 15 to 20 different touchstones with our practice before the referral. The phone call, the website, the location, the outside of the building, the parking lot, what is the door squeak or not when you walk in, when it confirmed properly, did they say, or do you say hello? Hey, Michael, welcome or say, what's your name?
they know it's at 11 o'clock. We've got one patient coming in. Might as well greet them by their name. How are you doing? The nurse meets them, they go in there. By the time I walk into that room, I got to really be bad to blow it, because they've already been sold. They've been sold because they've been treated well up until that point.
And it's like, all of a sudden I walk in, it's like I'm a movie star walking into that room. Because they say, oh, a doctor's here. Yeah, but they've been treated well up until that point. And they often say, you know, well, Danielle or Amelia treat us really well. Whatever they say to do, we'll do, because our team is really what supports us and lifts us up.
Michael Arias: Gotcha. And I feel Can you give us a little bit more insight on like how we can build the perfect team? I feel like there's a lot of people who feel like they get B players and they turn into C They get A players and then the B players are bringing them down kind of thing
Michael Sonick: it really started, it starts with the, with the leader of your organization when dentistry, how do we become dentists?
Well, you got to get good grades in school. It has nothing to do with clinical skills or building a team or being nice to people, right? it means you're good at multiple choice tests. I always say to some of my friends, you know, that are really smart.
But they're not successful. I said, you know, the problem is you're too smart. you always the expression, the, uh, the A students work for the C students, you know, so it's a different skill set to build a team and it's, I have a whole chapter on hiring and how do you build a team?
And we build it. First of all, you got to know what you want. And I think before you build a team, you got to figure out who you are and that sort of starts with developing a mission statement or a statement of purpose or whatever you want to call it. It starts like, well, what is it? What does your practice want to look like?
does your practice want to look like someone who's just making money that just does high quality dentistry? Or does it want to look like someone who really. helps other people. So we developed our mission statement decades ago, and it's really, we've dumbed it down now. It's not really dumbed down, it's simplified.
And it's really to improve the quality of patients lives. So when I hire people, I want people to be able to be similar to my mission. I want them to be able to help people. Now, I can't really train people to be nice. You know, I hire nice people. So that's, that's what I would hire you. You seem like a nice guy.
No, you're, you're smiling. You're good. You connect with people. So you'd be great. You know, I would probably hire you based upon this, this podcast right now. you can really get, you know, Malcolm Gladwell, I'm sure you know, he talks about a blink, you know, it's like immediately you sort of know. So we develop our core values and I think every practice should look at their mission and their core values.
And that's, that's a lot of self work and our core values are involved being servant hearted. So I want people to be servant hearted. I want them to be able to treat Patients. Well, I want them to have very high integrity. I want to be health oriented, and I want them to be teammates. I want them to be educational.
So those are our five core values. So the most important ones, okay, are having integrity. That's, that's a, that's a non negotiable in our office. You know, if you don't have integrity, if you lie, if you steal, et cetera, that doesn't work. Um, and you have to be serving hearted. You have to want to serve the people.
So everybody in my practice, I have 25 people in my practice. Everybody is there to serve. Okay, that's what we're there and also they should be good teammates. So we want to get along when you have 24, 25 people in the office, small office. It's not always easy, but we always talk about it. We talk about that and we're very transparent.
No ambiguity, like I talked about earlier. So we're transparent and that there's a problem. we're going to bring it up and we can say, Hey, what's the problem here? Not make it personal, but talk about what the problem is. So once I find who I want, then we craft an ad and we, we interview people, but before we interview them, we get their resume, and you can tell a lot from resume, We get them to fill out a, um, employment application, you know, some basic information, but what's really important is we do something called a culture index. And not a lot of people know about this, but I do this on almost everybody in my life. What a culture index is, is, is a way that we can, I can look at somebody's personality and I look at them for seven different characteristics.
Are they autonomous? Are they going to work on their own? Are they going to follow orders? Are they very social? Or are they very, are they not social? Are they very detail oriented? Something very important for dental assistant or they're not detail oriented. Do they have a sense of urgency or if they're really laid back and they'll just move at a slower pace.
So those are the four major ones, but then it's like, how logical are they? I want people who are logical. Do they, are they creative? And do they have higher or lower energy? So I look at that and I'll tell you something. If I look, there's seven dots and I can look at these seven dots and I look at probably, probably look at 15 resumes and culture and disease a week.
I can look at them and within about literally seven or eight seconds, I know what that person's like. Okay. I can, I don't know their integrity. I don't know if they're smart, but I know what kind of worker they're going to be. If they have the wrong culture index, they're not getting hired. And every time I don't follow the culture index, I hire the wrong person.
Okay. I always try to fire it. So the culture index, the resume and the, um, appointment application. If I like the culture index and their resume, which is about one out of every 25, then they get a FaceTime interview with one of my office managers. If they like them after the FaceTime interview, they bring them in and then we do the blink and I look at them and within about three or four seconds, I know if they're a pretty good fit or not, if they know nothing about my practice, you know, if they haven't read the website, they're probably not very good.
They're not curious, and they're probably not the right fit. If they don't stand up and look me in the eye and shake my hand with a firm handshake. They're not going to get hired. If they come in, they are looking terrible, disheveled, unwashed hair. If they're 15 minutes late, okay. If their fingernails are dirty and their shoes are all scuffed up, they're gone.
So, I mean, it's just very quickly and it saves us a lot of time. We very rarely hire the wrong person anymore. It took me a long time to do this. And when I like, if I like them doing that blink, then the rest of my team interviews them. If they like that, they go home. Then if we like them at that point in time, we make them back for a working interview where they spend a full day with my team.
And that's not for me. My team that makes the final decision. Are they a good teammate or not? We know very, very quickly. If I ever feel badly, sometimes people look great on paper and they, you know, and the other people like them, but they give me a knot in my stomach. They don't get hired. And I think, you know, that you either like it or it's a very, it's a chemical thing that happens.
And once you're pretty perceptive and you become perceptive to this, and you can train yourself to become more perceptive, you start to see, because there's nothing worse than hiring the wrong person, and now they're there for four or five months. Now you got to let them go. It's stressful. their life. I'm doing somebody a favor if I don't hire them. you know, I don't want to have to hire somebody to fire them and we very rarely fire anybody. the reason people leave is because, um, usually, you know, the husband gets transferred or wife gets transferred, something like that, or, or they go back to school.
We have a lot of people go back to school and, you know, better themselves. You know, I have like three or four people who went to medical school or dental school. So the hiring process is something I find very fascinating because I get to put the team together and I'm not hiring me. I'm hiring a teammates and it's like somebody doesn't work out one area.
We have other jobs in the office where I can move them around to like, one of my best. One of my assistants is really social, but she's terrible with details. I mean, you know, I asked her to hand me the blue thing. She hands me the red thing. I know that about her. She's been with me for 11 years, always forgetting stuff.
But she's the nicest person, and she always takes care of people who are nervous, and she'll do whatever it takes to really connect with people. She's the best connector, but she's the less detailed. So that's what we use her for, connecting with people, making people feel good. She's great, you know, and we love her.
She's just a great, great human being. And I have other people that are really detailed, and really, and really persnickety. They're going to get everything right. great. Those are the people who do all my ordering and make sure everything is there. You know, so I'm not going to give my ordering to the person that's really nice, but not detail oriented and vice versa. I'm not going to put that person, uh, who's very detail oriented, not always that nice, you know, with a, with a disgruntled patient, something like that. very fascinating. How do you put the team, the teams together, stress when I have a good team.
Michael Arias: you built like a, a system here to do that. You know what I mean?
Especially tailored to you, or I think you can kind of like create this, uh, system and put it in literally any practice, but then they can kind of tailor to their mission statement and stuff like that. Right. and it's very strict in the sense of like, or not strict, I guess, but it's more like, Hey, this is the requirements because every, everything has to have a requirement.
Right. In order to, to function well, even if you have, if you play Monopoly, right, you can't just, if I were to play Monopoly with you and I decided to do my own rules, you're going to be like, this is not fun no more. Right. I don't like doing this, but if I were to go by the rules, we can all enjoy it. And it's fun.
And, uh,
Michael Sonick: nobody in my life is perfect and I'm certainly not perfect. So we're all different. We all know, like my partner, I have two partners and my, partner, Ray Ma, he has a very different personality than I do, but I don't expect him to have my personality he's not a visionary.
He's very good surgeon. And he's very detailed and he likes to look at numbers now. I'm good with numbers, but I don't like numbers. I don't like to look at him. I don't like to look at the pros and cons. I give it to somebody else. I make money, but I don't, do the spreadsheets. I don't even know how to use a spreadsheet.
I mean, that's, that's not what my, where my brain is. So, like, we said, you know, can you teach me numbers? Yeah, I can teach you numbers. You know, if you make money. And then you have this much, this much debt, you subtract your debt from the money. What's left over is the number that you got. That's your, that's your net worth.
I just really simplify it, but he's great at that. And we work out very well because we do different things. So I try to get everybody into their own lane in the practice. So my lane is very clear. You know, I'm the visionary and a marketing person and I do surgery and I try to keep the call and I try to keep to culture.
Running well. So when I'm not there, because right now I only work two days a week, I work Tuesdays and Wednesdays. So the rest of my time is either teaching or, um, you know, writing which I love to do too. So I, well, I'm there Tuesday, Wednesday.
So I come in Tuesday morning. I'll be frank with you. It's not the same as when I leave on Wednesday night and, you know, boxes may be out. This is here. I go, what's going on? And I just come through and they know it, they know what's coming on. I go. That's right. Dad's back in the house. Okay, get in line, man.
I know it. I know it. But I buy him lunch too. And I'm real nice to him during the day, but they know exactly what I want, when I want it. last night we had a, uh, we had a meeting with a group of dentists. We do a lot of education in the office. We have a study club and last night, The other dentists were going, man, they really treat you well.
they're putting a cup of coffee down for me. They're cleaning up my area. I go, yeah, they are. They are treating me well. It's not because I beat them. It's because they have certain roles to do. So do I, if I have to entertain 30 dentists, do I need to go down and make a cup of coffee at that time?
Isn't my time better spent up there running that room and doing the education, doing everything else. And I make sure that they're all. They're all rewarded for that. they don't know this yet, but we do a bonus system. this month, each of my staff is getting a 2, 000 bonus because based upon what we do, I don't push them to make money because they're not, they're not on this bonus system.
Like the more we do, because I don't want to do that. But you know, when we, when their office does better and we're above a certain percentage, you know, they, they get the share in It's always like a gift that they never expect, but nobody would do that.
So nobody's on like a percentage there or anything like that. There are hourly employees, including my hygienist, and some people like to bonus them for doing more, but they don't have to do any selling for me. They just go in there and work. then when they work hard, you know, sometimes they get, they get rewarded.
So we haven't told him that. I just found that out last night, my partner, because he doesn't.
Michael Arias: That's fantastic. And it's good to do that, you know what I mean? To see the team achieve it and everything like that.
Michael Sonick: Yeah, and we buy them lunch. We do a lot of nice things for the staff. We go to a Danny Meyers restaurant every year.
we rent out the back room. This year we rented out the back room at Gramercy Tavern, which is an unbelievable room. And a lot of my team members have never been to New York City. They've never been to a Broadway play. You know, we'll We spend nine o'clock in the morning until probably midnight every summer, you know, taking the team to New York with four or five events, staying in great restaurants and having a really, really nice time.
And so they talk about it to the patients, and then they bring back the same culture from Danny Meyer's restaurant to our office. And they know that we're running Meyer's restaurant. On the cover of my book, my blurb is Mike's deeper calling is to use hospitality gifts to make people feel better as lessons applied in a customer facing business.
And it's Danny Myers. he gave me a blog top of the book, which was a big deal. I mean, that meant a lot to me. He, for me, is my role model for hospitality. And Will Guderian. Of course, I mean, you know, he's, he's phenomenal what he does, you know, we call it a wild experience.
You know, he tries to do that for everybody in his, in his place. And that's how he became number one restaurant in the world. If you read his book, you know, he, the first time he was, he was invited to Europe. I think it was London. And, uh, they were going to give him an award for being one of the top 50 restaurants.
He goes, yeah, great. One of the top 50, but they didn't know where he was. He was number 50. Okay, so one of the top 50, but I'm 50, it bothered him and that was the night he went back to his hotel room with his, um, partner, the chef, and he wrote down on a piece of paper because we're going to be number one, you know, within the next five years.
And I think it took two years later. And then he wrote down unreasonable hospitality and that's what he wanted to do. Every time a patient comes in, I want to give them something that they're going to think about. It could be, like, if you want the best restaurants in my area, I have a list. If you want a place to walk, I have a list.
If you want the top neurologist, I have that number. You want to go to hospital special surgery, you need knee replacement surgery, I have a list of doctors down there. I have a periodontist in L. A., I know who to send you to out in L. A. So, we make sure that our patients always are well taken care of, and I connect with other people that are similar.
And so you end up building a network of like minded people, you know, so if you want to be great, you want to run a really successful practice, look at other successful people and ask them, how can you help me? Call me. I don't do consulting, you know, I just do teaching and, you know, lectures, that's what I don't have a consulting business.
But if you have a question, send me an email, mikeatsonicdmd. com. I'm happy to give you some advice. I have it in a direct you to the right place. Oh, you're you're, you're in Idaho. I know somebody out there. That's pretty good that you can look at. You're in Columbus, Ohio. I know a great guy there that you can talk to, find other people to mentor you because great people love to mentor others.
I mean, that's what you do. You like to help people. I mean, that's sort of what the core value of your business is making the people that you work with more successful. And that's a, it's a pretty cool way of living that every day I get to go to work and be the gift to my patients, which basically, you know, they always say giving is better than receiving.
It is. It is. I mean, it definitely, it definitely is. it's, it's just a great, and you get paid for doing it too. I mean, we, we have a great job. We get to help people get paid for it, do clinical things, meet all these great people. I mean, you know, and improve the quality of people's lives. Yeah, I could be better than that.
Michael Arias: Yeah, a thousand percent. So then where can we, cause I know right now we kind of just talked parts of the book, right? Where can we go get this book?
Michael Sonick: Well, you can buy it on Amazon, so it's, uh, it's called Treating People, Not Patients. You can go to my website, which is my name, michaelsonic. com, and, uh, on my website, you can see courses that we teach.
you can download videos, uh, there's a video series that, that is, uh, I think very powerful. It's three and a half hours videos that you, that are in segments, 15 minute segments. So once a week, you sit down with your team. And you look at the segment comes with a workbook, a course workbook, you can have your whole team right through the course workbook.
And there's a series of questions and you get to evaluate your office. You know, there's a bunch of series in there. Like, how do patients want to be cared for? Are you good at telling a story? You know, do you do comprehensive examination? We haven't talked about that, but that being comprehensive is really important.
most doctors, most dentists do not do a comprehensive examination. They look for procedures to do Most dentists are pothole fillers and they don't treat people comprehensively because they think they got to fill their book and they got to make money. Bottom line is you treat people comprehensively.
Even if they don't need any treatment, they're going to refer you to other people that want the same thing. And going to be waiting around the corner to get into your office, you know, I mean, I booked until January and I don't do any. I mean, I don't do any real marketing.
My marketing is all internal. I just started to do some external marketing because I have two partners, my younger one to build their practice and I was just playing around with it, and I take no insurance, so I've never taken insurance. And, uh, 4 to 7 percent of the population, dentists don't take insurance.
My partner who joined me 10 years ago, wanted to take insurance to get busy. I go, no, wait, just treat people. And it took him a couple of years. He got busy. It's slower to build a practice if you don't take insurance, but you can do it, but you can't do it by being mediocre. You've got to be exceptional, not as a dentist, but as a human being to your patients, and if you want to do that, you can do that.
That's a lot more fun. and my, my youngest partner, you know, she's been with me two years. She thinks no insurance either. So I'm booked. Uh, I'm booked until January. My mid range partner who's middle age, she's 40. He's booked until I don't know, he's booked like six weeks. And, uh, my youngest person, she's out on pregnancy leave now, but she's got a full schedule.
not the waiting list, but she's on me when I have 2 years, but in 2 more years, you're not going to get into her schedule either. So, yeah, you know, I always say to my partner. the way, I'm an American I practice in my hometown, 200 yards from where I went to high school.
Ray Ma is from, China. communist border of North Korea. Uh, Soo Jin Yoo is from, Korea, Seoul. So, I mean, you know, and I have five, six people from Europe here. I have a very international practice and it doesn't really matter. It doesn't really matter where you're from. The same principles apply.
I, I said to my partner, he goes, well, you know, I can't really do what you do. Cause I'm not from Fairfield. I said, I can open up a practice in downtown Beijing and be busier than you. I said, as an American, he goes, what are you talking about? I said, because I'm going to treat people well. And the joke was, cause he's Chinese, all the Chinese patients came in and wanted to see me.
Not him, I didn't realize at the time that it was like a, status to see an American dentist, as opposed to a Chinese dentist. It's like everybody in Korea wants to go to Harvard, Yeah. Yeah.
Michael Arias: Gotcha. Interesting. My, my Korean
Michael Sonick: partner did go to Harvard. So,
Michael Arias: yeah, yeah, no, that's interesting.
you're doing a lot, man. The seminars, study clubs and the book, right. And then your practice that you're running. It's a lot. So if you could, uh, one of the final pieces of advice that you can give our listeners right now, that would kind of help them move the needle towards where they want to go.
Michael Sonick: first of all, I'd take two days. Go to a hotel room by yourself, or somewhere by yourself, and start to write. And write what your practice would look like, if you could do whatever you wanted. If you could take a magic wand and wave it in front of you, what would you like that to look like?
And then, I mean, spend some time doing it. Do you want to be a restorative dentist? Do you want to do a lot of Invisalign? Do you want to do a multi specialty practice? Do you want to be, you know, you want to own a group of practices? Because there's so many different options. You know, if you feel like you're entrepreneurial, you want to buy practices, you don't really want to work, but you want them, and create them.
And then find mentors and role models that have done that. And hang out with them. I remember when I was in my Early thirties, I said to a friend of mine, I said, in 25 years, this is what I want to do. I want to teach all over the world. I want to be well known nationally and internationally, and I want to be an educator, and I want to write articles, and I want to be well known like these people.
And the people at the time were David Garber, who a lot of people know, and Frank Spear. And I said, I, that's where I that's a lofty way to be. I said, and I said, that's what I want. And so what I did was I started to meet those people. And all the well known people in our field. I know, you know, I wouldn't say they're friends of mine, but I have all their cell numbers and I talk to them all the time the sharing that goes on is really, really magical.
So create a network of people. One of the things that a lot of people do today, especially your younger audience, is they do things on their own with social media and they learn from Instagram and they see other people and they text, that is a way to do it. I'm not saying it's wrong. But it's not a way to really connect with people.
You don't build your practice by texting. You don't build it with social media only. it's a way to get people in front of you, but you really build it with human connectivity. All the work you do for your clients is useless if they come into a dirty office where the dentist doesn't care to them, doesn't spend the time looking in their eye, talking to them, and asking if they have any questions, and handing the business card with their cell phone number or personal email.
You don't have to do that. By the way, my cell phone does not go off when a patient is calling me. They very rarely call me, but when they do, if I'm there for them to re cement a crown on it, like as I did last Sunday morning, before the patient flew off to Portugal for two weeks, because their front tooth fell out, you know, his dentist didn't, I'm a periodontist, his general dentist didn't pick up the phone, I did, and I re cemented it in with permanent cement, so he'll be okay in Portugal, and I gave him the name of a dentist I know in Lisbon, say call him if you have a problem.
Giving it, not only cementing it, but give him a contact and then giving him my cell phone saying, if you're listening, the tooth falls out, call me. That's a wow experience. That's a hospitality that's over the top. And what did it cost me? I live a mile from my office. It cost me 25 minutes and a little bit of cement, and that is great marketing.
Because that patient's going to be telling that story. And I said to him, I said, he goes, well, what do I leave for this? I go, nothing. He goes, nothing? What am I going to charge you? Can I make enough money for that one visit to get the marketing value? Then, not only was I there, I didn't charge him. I said, nothing.
I said, you know why? I said, because you're going to be telling this story to people for the next 10 years about how nobody would call you back, but I came, your periodontist came in and re cement your tooth and gave you a cell phone number and a dentist and Lisbon. I told him exactly what I was doing for him.
He happened to be a retired guy who was, who used to be in marketing himself. So I told him, and that's kind of transparency was pretty fun, you know? Yeah. Because you could say that I wasn't saying, well, oh, don't worry about, no, hey here, I'm doing it because I'm manipulating you to promote my practice and come back here.
By the way, he's gonna need an implant there, so he's gonna be back in, you know, in, in and a few weeks, and I'll take care of him at that point in time. But that really gives great value to him and I, and I, by the way, I sent him a follow up letter to say, call me when you get back. Let's take a look and come up with a treatment plan.
Okay? Not only did I see him, Did, did the service, gave 'em a contact number, gave 'em my cell phone. I sent them a letter. Okay, that's over the top and it's fun doing so. What do I do? Be nice to people. Be really nice to people. Connect with them. don't rush off. Be there. And the biggest way you can build your practice is when something goes wrong.
Fix it. don't dismiss yourself in a part. That's a lot of younger people. I don't want this complication. Be there. If you can't fix it, find someone who can and develop relationships with those people. It's all about human connectivity and those will transform your relationships, you with everybody.
Yeah. This is not about dentistry. This is just about, you know, connecting with people.
Michael Arias: No, that's wonderful. Wonderful. So with that in mind, if anybody wanted to reach out to you. Call you or anything like that. Where can they reach out to you?
Michael Sonick: Well, they can email me at Mike and Mike at sonic dmd. com. They can text me on my phone.
Two Oh three, two Oh nine, seven Oh two nine. They can go to any of my websites, my name, michaelsonic. com. You can read my book, which I think you'll find very helpful, a lot of dentists have read it. I've had over 170 reviews from dentists from Dennis Tarnow to Christian Coachman to leaders in industry like Peter Diamandis and others.
It's been really well received. Um, my goal is to get this book into every dental school so that we change the culture of how we treat people, you know, both dental and medical schools. and I'm, I'm talking to physicians as well about this. So it's my passion. I'm not hard to find. So nice, nice,
Michael Arias: awesome.
So guys, that's going to be in the show notes below. So definitely reach out to Michael and Michael, thank you so much for being with us. It's been a pleasure and we'll hear from you soon.
Michael Sonick: Okay. Thank you, Michael. Thank you for having me.
For a membership software that is built for growth and keeping the profit in the practice's hands, learn more about Dr. Chris Phelps' excellent Dental Membership Direct plans at: https://thedentalmarketer.lpages.co/dental-membership-direct/
In this week's episode of Monday Morning Marketing, join us as we sit down with the insightful Dr. Chris Phelps, founder of Dental Membership Direct, to dig into promoting your in-house membership plan! Dr. Phelps will share his expertise on identifying the ideal candidates for your dental membership plan and navigating the changing landscape of employer-based insurance. Learn how to empower your patients to save money while elevating their oral health through a strategic shift in mindset. Discover the art of tailoring your pitch to both the "fact finders" and "fact avoiders" among your patients, and uncover the key questions that can make your membership plan an irresistible choice. Tune in and transform your dental practice with actionable insights on marketing and promoting your membership plan to your existing patients.
Don't miss this episode – your patients' smiles and your practice's growth depend on it!
You can reach out to Dr. Chris Phelps here:
Website: https://www.dentalmembershipdirect.com
Email: chris@drphelpshelps.com
Chris' Book "How to Grow Your Dental Membership Plan": https://a.co/d/6UrDMw6
Other Mentions and Links:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: All right. It's time to talk with our featured guest, dr. Chris Phelps and Chris talk to us about membership plans. How can we utilize this or what advice suggestions or methods can you give us that will actually help us? utilize and grow this membership plan?
Chris: Yeah, well, you know if many of you know that if you read my book on membership plans, i'm a fan You know, I grew two of my practices with them.
I had over 3 000 patients on the membership plan between my two offices combined and it was a powerful source of revenue and growth for those offices, um, both of which were fee for service as a result. So, you know, I would say there's really two big opportunities that I see with membership plans that is only getting stronger.
Right? Because, you know, who this is for is people without insurance and or people that are tired of paying for crappy insurance or their employer is constantly switching to the next plan and a different plan year after year that gives more and more restrictions, more and more exclusions on what they'll cover and with less and less reimbursement.
And of course, we know that's, you know, one of the reasons we'd like to get out of network is because our reimbursements have done nothing but gone down every year. So, if the number of people nationwide, uh, without dental insurance is increasing and the fact that they don't have insurance because our culture, it's, it's so ingrained in us, right?
We're so conditioned that you have to have insurance to go see the doctor for any reason, If they don't have insurance of any kind, like dental, then they feel like they can't come see us. So if they don't have insurance, they won't come see us until it hurts or they're in pain and more and more people are leaving and going without insurance.
Well, that tells us there's a, there's a need, but also there's a huge opportunity for us right there. So kind of 1 of my favorite things to do to start with is, let's say, you know, use this membership plan because it should be a profits interfere practice, right? It's something where your fees go up every year.
But the discount you give stays the same. So you, in theory, now your reimbursements go up every year. So, make sure that we're translating that with our patients. Because what, I love presenting membership plans to existing patients with dental insurance. Not for them to use it with the membership plan.
But to plant a seed and show them that maybe they don't have such a good deal after all. So the example I give is this, right? So most of them in a pre COVID world, so let's flash back even four years ago, back then the employer actually paid the significant portion of the employee's dental insurance benefit.
To the tune of the employer was paying about 60 bucks a month for the policy, and the employee was paying about 30 bucks a month for the policy, right? Not bad. Well, in a post COVID world, when companies were shut down and they're looking to recoup costs, companies realized they couldn't get rid of the benefit altogether, or people would revolt, right?
It's like scarcity, you take it away, and now people want it all of a sudden. So they knew they couldn't get rid of insurance, but they did something clever. They passed the buck. Meaning they started putting more of the cost of the insurance policy onto the patient. And then they got really good in the fact that they started bundling it in with medical insurance.
So they, to hide the, this fact. Okay. So they put it all together as insurance benefit. But the truth of the matter is, and what we found with a lot of patients is when you get, when they ask their HR person, seriously, how much is going to this dental insurance policy every month? What's going on in my check every month? You know, what a lot of them are finding is now the employee is paying 60 bucks a month and the employer is only paying 30. they're seeing 60 bucks a month coming out of their check for, again, a policy that keeps getting worse and changing every other year. And you present them with an option that costs even, let's say, you know, 35 bucks a month, 40 bucks a month.
Suddenly, when they're 60 and you're 35. That's a lot better deal. So we can actually influence our existing patients to do the math and go, Why am I paying for this thing over here? This makes no sense. And it keeps getting worse. Your thing is the same every year? Every year. Well, maybe I should do that.
It's cheaper. Hey, maybe you should. Right? So, plant the seed, point out the comparison of what they're paying every month and what your plant is going to cost them every month. And suddenly, They do the math. How do you do
Michael: that, uh, Chris? How do you start, let's just say somebody comes in with PPO insurance.
They never even mention it, right? That they need a membership plan or anything. Do we just bring it up? Like, hey, by the way, we have this membership plan. Or what would be the script for that?
Chris: Yeah, so with, usually if it's a, an existing patient, um, that doesn't have insurance, then I'm not necessarily going to promote the membership plan at the hygiene chair.
Okay. But if it's somebody with dental insurance, then I definitely want to promote it at the hygiene chair. And I usually like the hygienist to start the conversation, Hey, you know, Mrs. Jones, we're so glad you're here today. Dr. Phelps will be here shortly. You know, he's probably going to mention, uh, you know, this membership plan that we have.
Maybe not for you, but you may know someone that doesn't have insurance. I'll let him talk about it. So the idea is I'm going to come in and bring this up because they may know someone without dental insurance who may need help. We have something. So before I come in, I want to get my team to pre suede the patient by asking that key question.
Hey, I'm just curious before he does, have you noticed that your dental insurance policy your company's provided you, is it the same as it's always been or does it keep getting worse every year? Meaning cost more or your benefits go down, more exclusions, what have you. So automatically ask that commitment question.
Does it seem to be getting worse every year? Yeah, it seems like my costs are going up, and yeah, they keep, the benefits keep getting worse. Used to be 2, 000, Or, you know, used to pay for all kinds of things, now it won't even cover a bridge. If I'm, you know, I've got a missing tooth clause that we didn't have, So ask those kind of questions and see what kind of response they get. If you get any kind of answer that the, that it has gotten worse every year, then you've already got them in the right mindset to be receptive to hear your membership plan. So then when I come in, it's a lot easier conversation. The team's got to prep me and say, Hey.
You know, I talked to Mrs. Jones. Yeah, she has dental insurance. She may know someone without a plan, so it's worth talking about the membership plan. But just so you know, she did tell me that she does feel like her insurance benefits are getting worse every year and or more expensive. Perfect. So the seed has been planted.
The mindset is set. So when I come in and I can talk to her, I say, Mr. Jones. Yeah, so Sally was just telling me. So yeah, this insurance of yours. Yes, you must be like the majority of my other patients. So I'm going to leverage this idea of social proof. all of them say the same thing, their benefits are getting worse.
Right? The costs are going up and they're getting less for it. More and more reasons for the insurance to not pay for what you need. If you've, so you found that to be true for you too. Okay, great. Well, not that this is for you, but just so you know, we have this new thing, right? It's really for people without insurance or who would like to break free of their crappy insurance plan and get onto something different.
So, real quick, here's a couple of things, includes the same cleanings, all the things you're used to, uh, your two exams for the year, all your x rays, and you get a fixed discount off everything that we do. And the good news is the benefits don't go down every year. So here's a brochure. If it's ever of interest that you want to talk about or you want to talk about how to get off your insurance plan, feel free to ask the question.
Or if you wouldn't mind helping us out, please pass this brochure on to someone that doesn't have insurance. Because we found that a lot of times not having insurance is keeping people from coming, but we want them to know we got their back. We got something for them.
Now let's get to why you're here. Oh, your examples. Oh, I think look great. So it's a two part thing. It's a, it's a one, two punch, right? So the, the, the team sets this up. So that could be the assistant can be the hygienist. Right. And then I come in to deliver the final blow, if you will. Okay. So they planted the right mindset.
My insurance is getting worse. I come in and plant the seed. I've got something better.
Michael: Gotcha. Gotcha. Okay. So basically the hygienist is just asking the questions kind of like. Creating that space of doubt where you're like, you know what, you're right. Like my insurance is, and then she's giving you all the answers that you're wanting. Right. Kind of thing.
Chris: And then all I'm doing is in, so the hygienist is just asking questions. That's all they're doing. Yeah. But those answers are critical, right? Especially from an influence and persuasion standpoint. It's leading them down a path every time you ask a question, whether the patient realizes or not, it's setting the stage for this.
Yes, to the membership plan. So, if that answer is yes, this sucks. It's worse. It's changing anything in that category, then the door is open for the conversation. Let's just say the opposite happens. Let's say they're like, no, this is the best thing I've ever done. I love this insurance. Okay. Well, guess what?
This is not the person for that. But now, you know, yeah. Still doesn't mean I might not present it to them, but I may not leave the part. I'll probably leave the part out about them dropping their plan and jumping over to this, but I'll at least say, Hey, well, I'm glad you love your insurance plan.
That's fantastic. You're the only one I've heard out of the thousand,
but if you know anybody without insurance, do me a favor. Make sure they get this, and you hand them the brochure to pass on. Turn them into your advocate. They all know somebody. Like, what if every existing patient with insurance, whether they moved over to your plan or not, passed on that brochure to one potential person, one potential patient, who wasn't going to a dentist because they didn't have insurance.
And let's just say for, you know, for the fun of it, two out of 10 of those come in. How many new patients do you think that could translate every month? If you did that for every patient with insurance that came in, of the 10, they pass and they all pass it on to one person. And two out of 10 of those came in.
I'm gonna tell you right now, it would double or triple your new patient numbers. Yeah. Yeah.
Michael: Production would go a big time. Now, you say you hand them a brochure. What specifically in your area of expertise, like where, or what you've seen where it's too much on a brochure, like, you know what I mean? You're mentioning all, or is there no such thing when it comes to the membership plan?
Chris: Well, you know, I liked, uh, it should be simplified, but yet detailed, right? people kind of fall into two categories. Uh, they're what we call fact finders, or they're fact avoiders. And you don't really know where they are on the spectrum, right? So, you know, a third of the population can be either or. But a third are fact finders, meaning they need all the detail, and the other third are the quite opposite.
They want to avoid all the facts and details. They just want the two most important points. Simplified kind of thing, right? So the brochure should start out simple. Everything they need is on the 1st thing they see to get the gist of what's going on in bullet point fashion. But for all those fact finders, this is why I like a 3 panel brochure.
Right? I got a lot of real estate now to work with. So the 1st thing they open, here's all the bullet points, everything you need to know. But what's on the rest of this thing is all the other detail and data the fact finders got enough and everybody in the middle. So you kind of build it to accommodate both.
Assuming that those that are just looking for the quick facts will see it first and get what they need. But those that really want to just keep digging and digging, they can just keep reading, keep going left or right on the panels. to get the information that they need and hopefully satisfy their search.
Gotcha.
Michael: And how do you follow up? Or do you normally see like with this one two punch it's like, Oh, immediately they want to sign up or what's the follow up game look like where you're, All right, we gave you the brochure. Do you call them if you don't see them again in six months or like maybe you're going to see them again
Chris: or?
No, you know, obviously, well, we would call them just to reactivate them if they're overdue for sure. But in that kind of case, it's, this is a, it's not pushy. It's all I'm doing is trying to plant a seed, right? And, and see if they can make the connection that I'm paying too much over here when I could pay less.
And get the same, if not better, results over here. if they get that, great. We welcome them onto the membership plan. If they don't, you know, for some people, the timing's just not right, right? So I've had several patients, you know, in my own practices, that were like, okay, yeah, this is great. Well, you know, I'm stuck in this thing.
I can't drop it. But when it's time to renew next year, I'm not going to renew. Hey, great. Fantastic. So I just trust the process, right? It's either going to work at some point or they're so committed to having insurance. They can't even see a different opportunity. And I'm okay with that either way. But at least if we're having the conversation.
Now I got a chance and I'm happy.
Michael: Do you think it'd be a good to start presenting it now? Like as the end of the year approach, you know what I mean?
Chris: Yeah. Well, cause most people's insurance renewed in January, January 1st, right? And usually by November 1st, they have to decide if they're picking it up again.
So now's the September and October are prime times to start making sure you have that conversation. your insurance policy is going to renew, right? Yeah. Have you seen the premium? Is it going up? What's your part going to be? Are you comfortable with that? You know, are the benefits going down on top of this premium going up?
You know, ask better questions. And suddenly you might get a different outcome.
Michael: Yeah, yeah that's true. And like now would be the time, right, to start presenting. To start doing that. So real quick, I wanted to ask you, Dental Membership Direct, right? That's um, your
Chris: plan. Yes, so Dental Membership Direct is a software company, uh, Dr.
Drew Burns, uh, started, and I've been working with him for the last several years. Uh, joined him in a partnership, and basically we're a small mom and pop company. Dentist to dentist. And that's what we do, right? We're passionate about membership plans and making sure doctors understand how to build a plan that's profitable for their practice and customize for their practice, but at the same time, build it to where you're not paying so much money and fees per month.
That you have to price your plan where your patients can't afford it. Does that make sense? Because ultimately there's companies out there that charges you percentages and it just seems like the fees are just never ending and like if I've got 3, 000 patients on my plan and I'm paying somebody some percentage of every one of those, you can imagine the check that would have been back in the day.
Astronomical. Gets out of hand quick. So, an affordable way that you don't have to do that, because every time you pay someone, right, whatever the rate is, you have to build that into your pricing, so it doesn't cost you anything, so to speak, you're passing it on to the patient. Well, as that continues to rise, as your fees rise, What you pay them rises, because it's a percentage.
If you keep adding that to your cost of what you charge your patients, eventually you're going to price them out where they can't afford your membership plan anymore. And you've defeated the whole purpose. So I'm a big believer of keep the profit in the doctor's office. That's where it belongs, So at Dental Membership, that's what we do.
We help them have an affordable way that they can track this stuff, a simple way for their team to onboard patients, and keep more of the profit for themselves. Gotcha. Normally
Michael: right now, and that's true, I've seen that a lot, where the fees get higher and all that stuff, right? But, dental members should direct.
If I were you and I wanted to, listening to this episode, I'm like, okay, I want to jump on. How much is
Chris: it? So, we charge a flat 199 a month.
Michael: and I can get on as many people, or?
Chris: As many people as you want. As many plans, you could have a perio plan, you could have an adult plan, you could have 15 kid plans, you could have an ortho plan, you can have whatever plans you want, right?
We don't limit you in the number of plans that you offer your patients, that's totally up to you. And we don't limit you in the number of people you can have on your plan, right? Because there's no percentage, it's a flat rate. we built this like thinking about my own practice.
Now, if I've got 3000 patients on the plan, guess who's keeping all the profit? I am. Right. So to me, if you're unsure, if you're, you want to dabble in the membership game, You know, go with one of the bigger names because they spend more money to get notoriety. That's fine. Okay, but just know you're paying more and get serious about a membership plan and you see when you start getting to 100 clients on 100 patients on it and 200 and you start feeling the effect of the fees.
Then it might be a time for a change. Yeah,
Michael: no, yeah, definitely a hundred percent. And I've heard from a lot of the listeners as well, they say DMD, right? Like Dental Membership Direct. It's very simple, easy, right? and that's the thing, I think, like, it has to be simple enough for your front office to be like, okay, let's, let's go through this, right?
Chris: Well, I'd heard other software companies and patients or team dentists and their team complaining to me that it was taking them, you know, 15 to 30 minutes to onboard a patient onto that platform. I was like, why is it taking 15 to 30 minutes to charge someone's credit card?
It's stupid. it takes more than 30 seconds to a minute to onboard someone with our software, then somebody please call me. Yeah,
Michael: yeah. Awesome, awesome. So, that's going to do it for this episode. And at the same time, Chris, if anyone wanted to reach out to you, where can they find
Chris: you? Oh, you can find me, probably the best email, because, you know.
The more you get to know me, the more you'll know I got my hands in several things, uh, several different companies. But probably the easiest is just Chris. So chris at drphelpshelps. com. Awesome.
Michael: So that's going to be in the show notes below. And Chris, I appreciate your time. And if anyone has further questions, you can definitely reach out to him there.
Um, or on the Dental Marketing Society Facebook group. And thank you for being with me on this Monday morning marketing episode. Thank
Track 2: you.
Today I want to tell you about our sponsor for this episode, Olsen Dental Chairs!
Imagine you're a dentist and you spend your whole day around the chair... Well, Olsen has over 40 years of experience in making those long hours as comfortable as possible for both the dentist and the patient!
If you're a dental professional looking for high quality, cost effective, dental equipment, check out Olson dental chairs!
Click this link and mention this episode for a limited time FREE installation with your purchase!
Guest: Minal Sampat
Business Name: Minal Sampat
Check out Minal's Media:
Website: https://minalsampat.com/
CE On The Beach 2024: https://ceonthebeach.com/ (Discount code for $150 off registration: TDM150)
Minal's Book: Why Your Marketing Is Killing Your Business
Instagram: https://www.instagram.com/minalsampatllc/
Other Mentions and Links:
Aruba Marriott Resort & Stellaris Casino
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- What are the steps to empower team members to take action and be excited about marketing?
- How to create incentives and fun goals for team members.
- How can I scale my incentives based on growing team size?
- YOU have to be excited and engaged if you want your team to feel the same.
- How to choose the right team member to spearhead a marketing team.
- Tips on a successful social media marketing campaign. How to get started AND stick with it.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: All right. It's time to talk with our featured guests, Manal Sampat. What's up, Manal?
Minal: I'm doing great. How are you?
Michael: Not as good. You travel a ton. Where have you just, You came from SmileCon, right? Recently? Yeah.
Minal: Yep. I spoke at SmileCon in Florida before Florida, I was in Aruba before Aruba, I was in Pennsylvania before Pennsylvania.
I was in Virginia. I don't even know. It's, it's been, it's been, uh, it's been a lot of travel, which is amazing because I, I love to travel and I get, I love to speak. So it works out.
Michael: Yeah, that's good. So then I know in SmileCon, you, you did quite a bit of, uh, workshops. If you don't mind me asking, like, what's your favorite topic to discuss?
When it comes to marketing,
Minal: can you, I mean, it's like asking you to choose between your children.
I don't know what would be my favorite topic. I mean, I love everything. I love internal marketing. I love social media. I guess my best feeling is to provide the tools for people to implement. you know, for my thing, no matter what I'm teaching or how I'm doing the workshop, I want to implement, like, for example, like, I just spoke at SmileCon and some other meetings, and like, I have, you know, doctors messaging me saying, hey, I just implemented this, or I just did this, and oh my god, I can't wait, or I'm now obsessed with doing reels, I love it, right?
And that's what I want, like, end of the day. No matter what topic I'm hearing about or how deep dive you go into marketing, any kind of marketing, it's getting somebody super excited and having them take action because that's what makes it work is the action. So if they can do that, it's amazing.
Michael: Yeah. And I feel like a lot of the times the doctor, the practice owner may come excited or even the office manager, but the rest of the team really isn't all that excited or they're not ready for it.
Or maybe they excited one day or two days and then they died down. Right. So. Talk to us if you can give us like a step by step process or system on how can we get our team excited and continue to be excited about marketing?
Minal: Oh, it's, I think that a lot of it comes down to making sure that your team is one, they understand your goals.
And to the house, they get incentivized. There's something in return coming up because you have to realize the team members are busy. They're already busy doing their actual job. So if you want them to now work on your marketing so that you could grow your practice, there should be some sort of give and take, right?
Creating simple systems like, Hey, guys, our goal for this month is. So we are at 80 right now. If we get 100 new patients and everybody gets this, or you create incentive based on who's scheduling the patients, right? Or you can say, hey, our goal this month is to get 30 new reviews. So, let's go ahead and create a goal and create an incentivization.
Now, for some team members, it works well, if they're individually incentivized for others, it works where it works. Well, if they are creating a, a, Big team kind of, you know, if you reach together with 30 reviews, we're all going to go and get many and patty. So I like we're all going to go for a happy hour or something like that.
But you want to create a goal. I have a lot of practices and I get practices at my own events. Um, you know, from anywhere between 3 to 18 team members, they literally fly them to the destination events that I throw and they bring their team members and usually they make that happen as hey, let's let's reach this goal.
And if we reach this goal, then we can all go to Aruba. We can all go to Turks and Caicos. We can all go here. and so now the whole team is excited and moving towards this goal because they want to do that. The first thing is you need to create some sort of excitement, incentive around it, just because not everybody's organically going to share your practice.
And if any of the listeners here have my book, chapter five of my book, where I say teamwork. literally goes through the exact systems of creating and getting your team excited about marketing. So it's, it's, and it goes through the steps of how do you start with it. It goes through the steps of, you know, what you need to do as well.
So it's super, once you start implementing it, it becomes easier.
Michael: Gotcha. Okay. So then you mentioned incentives to provide of all the incentives you've seen your clients, practices, people you've spoken with what has been the best, like Oh, yes, this is really going to keep the fire lit under
Minal: the team.
It's very hard because I work with practices who are one providers to practices that are 60, 70 locations. So their incentive package and how they work their system is very different. If you are a smaller practice. Then, yeah, clearly you have you could do individually in civilization or a group one. If you are a multi location, then you have a lot more team members, right?
So it's not easy for you to fly 50 team members to some kind of a location. Maybe you fly your management team or your. Marketing team or your clinical team. So it depends on it. You know, your practice culture, you know, your team members, you know, is it going to work well as a group celebration for reaching your goals or individual incentives or perhaps both or maybe taking them out for, you know, some sort of a destination kind of event or whatever it is retreat or however you want to call it.
It really. comes down to your specific. I have practices who do as simple as 5 for every new patient that we scheduled or all the way to, hey, we are going to fly to whatever, and take everybody with us. So it just really, it just really depends.
Michael: Gotcha. Okay. And then what if they are trying, like, I've seen this before where they're like, yeah, they're excited.
They're, they're trying to reach the goals, but month one, they didn't month two, they didn't now they're getting demotivated month three month. And then they just kind of like, we just doctor, we can't reach it. We need. More money for ads, or I don't know, something,
Minal: do you not? Yeah, so it's, it's different, right?
So what I used to do was, Michael, I used to be the marketing ambassador for a dental practice. because of that, I did this every month. And the way that I kept the team super excited was every single month, I held a 90 minute meeting. Now, this wasn't like a meeting of like, here's a memo. This is what we are doing, right?
Like, no, this will be a fun meeting. So I used to come up, I came up with this game, like a Jeopardy, like a Jeopardy game, but what I would do is, um, we'll, you know, shut down in the lunchtime. Get everybody gets lunch. You know, the lunches at the practice and they know this is a team meeting and I would create the jeopardy game and then in the jeopardy game, I would have all the questions, right?
It will be clinical questions from desk questions, but also marketing questions and then all of the questions will have points. 5 point question. 10 point question. 20 point question bonus. And I would divide the team into different departments. So depending on how big your team is or how big your practices are, you could divide them into teams and you create a competition.
And what people have to do is, because they know these questions are coming, this is where you add everything, something new you implemented. Perhaps you are doing a whitening promotion this month, or perhaps you change your FA, right, your financial agreement this month, or perhaps you change your script, for something with clinical, or something with the front desk.
Whatever it is, you come up with all the questions, and you put your team members in smaller teams. And now you create a competition where you run this meeting as a fun team activity, and you would be shocked how much they all got excited every single month with everything we were doing, including marketing.
And we will have a winning team and the winning team will get like some kind of a prize or a gift card or whatever it is, whoever it's in the winning team, and they would literally study. So they would go on like if they know the team meeting is scheduled for next week, like the week before I would start getting questions, they would be on the website.
Checking out what promotions we are running, or they would be on like the social media checking it out, or they will, the clinical team will be asking the front desk team. Hey, what did you guys change this month? And you know, vice versa. And they all got super excited for this game because they knew it was happening.
There was a winning team. There was all this fun questions. And it was a great way to learn because instead of creating. a memo, again, nothing against memo, but that could be boring. But now you would have some sort of a question. Hey, we just changed our appointment time for new patients this month.
And then people were like, what is our new appointment time? And then, you know, the team, I would get buzzers from Amazon. They're like 20 bucks you get. So it's like buzzer. Everybody's trying to buzz and everybody's trying to, you know, get super excited about it. And it's amazing. It's super fun. And now everybody's talking about, oh, the new appointment time that we have for the new patient and the entire team is present there.
So everybody knows about it. Everybody's making a note. And I did this every single month. And then during that same meeting, I would share the goals. I would share whatever, You know, where we are trying to be, whether it's marketing, because again, I was a marketing ambassador. So I did the whole marketing part.
What do we, what results do we want? How are we working as a team? Where are we really lacking? What do we need to do to accomplish that? And it worked great. if you want to keep your team excited, you have to be excited. And you have to show that excitement to them, right? Like I would even go in and at the, at the lunch, at the lunch room, I would, I would have a graph or even in the dry erase board.
I will tell them where we are every single day with our new patient numbers. So every single day they came down and be like, okay, we are at X. Well, this is our goal. So I'm like, are those people calling? Are we converting them? What do we need to do? And tell me what I need to do at my end. Sometimes they will come to me and say, Hey, next week schedule is falling apart.
Can you go ahead and push out some social media ads? You got it. I'm going to push out some social media ads. Let's go ahead and do this. So there was this full on communication. Every day that I just kind of posted information, so they all knew where we were. But on a monthly basis to show them how excited we were, the doctors were, and I was, and the management, the team members were now excited too.
Because if it's not in front of you, you're going to forget about it. It has to be in front of you. You have to get excited about it.
Michael: Gotcha. So, one key thing that I feel like you're talking about too is, you kind of give the accountability to one person. In this scenario, it was you, right? So, who do you recommend, if it's a smaller practice?
You know what I mean? Who can we give this accountability to and then almost kind of like train them to do this?
Minal: It's easy. I mean finding the person who we want to be accountable one day how to be somebody that is organized So they could take on this task and they could stay organized with it. But the second is the personality They need to have like a fun energetic personality where they can actually help with marketing and with you know, capturing Content for social media or like working with the team and getting them excited because they are excited.
Right? So you do need the personality. So organization personality. And then the third part is you want somebody who is also okay with tech. You don't want somebody who absolutely hates technology or is not even themselves on social media. You know, that doesn't help you because they don't understand how it all works.
So those are the three things and you want to give them extra time. So you may be thinking of somebody already on your team that you have. and you can easily give them two hours extra a week is what you would need to get started with. And then you could add more and more and more, but you could get somebody on your team, or you could put out an ad and get a part time person who can come in.
Or maybe you have a niece, a nephew, a daughter, a son, a friend, somebody, you know, uh, who's totally into this kind of stuff. And they can come in and kind of help out to for for few hours a week. So you can easily do that. The reason I said that you want somebody in charge of it is because, as you and I both know, when it's everyone's job is nobody's job.
Yeah. So, somebody needs to take on the ownership of this and get excited and get the doctors and share with the doctors so the doctors are also excited. And this is true for the doctors. You need to be excited. You need to be excited because I sometimes get a lot of team members who are super excited and they will call me and be like, the doctor just won't take photos and videos.
Doctor, this is your business. This is your practice. If you don't take photos and videos, why should your team care about your marketing? Right. Why should they even put anything in? Because you don't put anything in. So that's just some real side talk And if you are uncomfortable with photos and videos, perhaps select a brand ambassador, like a practice ambassador for your practice who can interview you or show it.
But at the end of the day, it's your business and you're as a leader. How you act and what you do is what the team sees. You are the leader of the practice. You are the owner of the practice. So if they don't see you doing this or hustling or getting excited about it or sharing about it, then they are not going to do it either.
Michael: Yeah, that makes a lot of sense. So then capturing the content for social media, that's super important to have in house, you would say? Oh
Minal: yeah, 100 percent because everything happens inside your practice.
Michael: Okay, so then they... According to you, like, or your advice, what's the best right now, like today, to be like this is the best type of content you need to capture for social media?
Minal: Reels. less than 30 second videos. Videos of what? Oh, so much. This could be anything from a practice culture, to patient appointments, to testimonials, to a tour of your practice, to the team having fun, the morning huddle, you know, the doctor sharing a tip. It's just, it has to be a, Less than 30 second video and the 1st frame of the video, like you could even do a video and photo, photo, photo, photo.
You know, you could create 1 video with videos and photos, but the beginning has to be some kind of motion. So the beginning slide of that 30 second video has to be a video and all the listeners here, if you were to go onto my Instagram page, uh, you'll see that I have a couple of reels on there. You'll see that one of those reels is like me in a boat, and you'll see, if you click on it, you'll see that I start with a video of me sitting on the boat, like smiling kind of thing.
But then there's like a photo, photo, photo, photo, video, photo, photo, right? But so what it does is, You have, in general, your audience spends three seconds. before deciding if they want to watch your content. Our attention span is three seconds. And because it's three seconds, you have to capture them right away.
And if there's movement, they usually are like, what's happening here? Cause we are nosy people. So we're like, hold up, what's going on in this video, right? So you want to always start the first frame with a video, and then you could have fun with a reel where you could combine videos and photos together, things like that.
But the first thing is always a video. Okay.
Michael: So video first, And everything else later on, how often should we be doing this? Because some people are like, I'm going to do it three times a week or
Minal: I mean, you want to share at least four times a week, but you don't have to share a video four times a week.
That's, you know, you don't necessarily need to do that. You just need to share consistently four times a week, real photos and videos. And this is why it's so important that your content collection happens inside the practice because you and I both know that. If you see that photo of that stock family wearing their blue shirts and their blue dresses one more time on social media.
You know, everybody knows which one I'm talking about. That's not, it just doesn't work. Stock doesn't work. Um, the whole point, like the first word in social media is social. You have to be social. The first word in Facebook is face. You have to show your face, right? The first word in Instagram is Insta. It has to be something that captures their, their attention right away.
So these platforms are not even lying to you. They're telling you it's in their names, what they want. So it's not really that hard to figure out what kind of content the hard part is. A consistency staying consistent and actually sharing. and many times I would have practices reach out.
They're like, our social media is not working. And I'm like, let's take a look. And they probably shared something three weeks ago and they haven't shared anything since then. So what happens is the algorithm is like, well, you're not showing me any love, so I'm not going to show you any love, right? It's all about how much time you're spending there.
It's all about how much time people are engaging with your post, what's going on. So again, if you don't show the platform any love, why should the platform show you any love? So the things are just there. So the trick is to stay consistent. So you want real photos and videos and you want to post every other day.
So that comes out to be three to four times a week. And that's totally fine. Photos just start simple photos and videos. If you look at your patient, uh, your appointments, and let's say that you're open for five days a week, and let's say I'm going to be super like conservative, right? And let's say that you only see five patients a day, and you're open for five days a week.
That's 25 patients you're seeing a weekly basis. Can you capture four photos? From 25. Yeah, you can. You could capture a photo with a patient with a doctor, the doctor coming in the morning, the team doing the morning team huddle, You could share photos of you guys, you know, going out to lunch together.
You could share a testimonial from a patient. So you could share it. Photos and videos and always, just a side note, always get a written consent from your patients, for anything that requires marketing. Yeah.
Michael: I know when it comes to pediatrics, it's kind of easy to, you know what I mean? Like, share those photos and talk about it and it's like, it's a cute kid, right?
Like, here you go. When it comes to adults, do you ever feel, Manal, like sometimes you're looking at a practices page and you see like, them with the patient, them with the patient, them with the patient, and you kind of grow numb to it. You're just like, oh, another one. Can there be something, a better idea of them with the
Minal: patient?
Yeah, that's, to be completely honest with you, Michael, my favorite patients for social media are boomers. I have so many clients, practices who are killing it, killing it on social media by showcasing boomers. You know why? Because boomers love you. They are the ones who come on time to their appointments.
They bring you cookies. they bring your cards. They know everything that's happening in the practice. They are super supportive. They respect you. They listen to your treatment. So I love to showcase boomers, but you want to do different fun things. So you want, like I mentioned, you want to have a combination between your practice culture.
And your patients. So you want to show off your team huddles. You want to show photos of the doctor to the patient. You want to do a high five a great day, or you want to go ahead and create a testimonial, quick testimonial video with your patient as well. So there is so much content that you could do.
And again, if you go to Instagram. on Minaal's stamp at LLC. I share all of this. Like I share, give you like nine dental reel ideas. You have them. I actually tell you what to post. Uh, hook ideas. Hook is what goes on the reel. It's a subject line that captures somebody's attention. I share it with you.
I have an entire post on how to get your team excited about marketing. So all of those specific tips. You can easily grab, information is always there. It's the overload. And this is why I don't want to give out too much on the, on the podcast. Cause this is what happens when I usually do that.
They get overwhelmed and they're like, Oh my God, there's no way I can do this. You can do this. All I want you to do, if you're talking about social, is start with four posts a week. That's it. That's your job. Your job is to start with four posts a week. I don't even care if the same posts are all patient photos of the doctors.
It's fine. Just first get consistent with it. Just make sure you're implementing it. Then go crazy with all the trends and what's happening. But the first thing is to get started. It's like working out. You can't just run a marathon right away, right? You have to go slow. You have to practice every day. You have to get your speed up.
You have to get your stamina up. You have to work out every day. This is similar to that. So it's harder for you to jump directly into the big stuff. Uh, you know, if I'm here talking about like, go ahead and find this and go ahead and do this and, you know, push it this way where you're creating a different kind of reaction and you're changing how it looks, you're going to.
Say, Oh, that's too much. And that's the thing. Just start. Now, if you are somebody who has already started, good for you. Amazing for you. You're doing awesome. This is when you start leveling up and this is when you do start utilizing all those trends and topics and start, creating cross marketing and start collaborating with other people on Instagram and Facebook.
Collaboration means whatever you post also goes on their page. You start creating internal contests with your patients. So there's a lot more you could do, but just get started. Thanks.
Michael: So just get started four days, out of the week. Yeah. And then how can we just get started with getting the team motivated?
Cause they feel like you told us a lot of like amazing stuff, but
like, let's just say for example, the doctor's listening, he's like, okay, I have the perfect person in my team. She's going to be able to do this. I call her marketing manager, marketing
Minal: director, whatever, marketing manager and marketing ambassador, content, social media manager, the name is just a name.
Michael: Yeah. And then I give her what specific duties that she needs to do.
Minal: Capture four photos or videos a week and schedule them on social media and then go and engage with them. Okay, and then you only need two hours a week to do that, so you don't need to do more than that. Their job should just be, Hey, look at our schedule.
Look at the patients coming in. Let's highlight the patients that are more likely to take photos and videos with us because they love us. They're amazing. They're awesome. Let's capture a review from this patient. Let's go ahead and take a photo with this patient. Right? Let's go ahead. We have a team meeting coming up.
Let's make sure we take a photo of the team meeting. So on a Monday morning, they should just look at the whole schedule and be able to tell what photos they're capturing. And then what I do is you always want to take photos and videos and create into a library. So let's say you did a team meeting and you took 20 photos.
Don't share 20 photos only share 5. Save the 15 for future, right? So, because you will have those times where you have a lull or it's not, it's crazy busy and you don't have time. But if you have a library of photos, you can always take those photos out and just share them. So, you know, take a lot of photos, keep the library open, but their job should literally be take four photos and videos.
Start with our patient base and what our team's doing. And let's just share that. And once we do that. This is when we can start adding more and creating it But yes keep it if you are brand new starting at this and you're talking to a team member also don't overwhelm them Keep it very simple for
Michael: them as well Gotcha.
Okay. This has been fantastic. So besides that I know You got something coming up pretty big which is I mean, you got a lot of things pretty big coming up, but...
Minal: Uh, no, you're kind. Uh, yeah, I have CEO on the Beach in Aruba coming up. So, I'm super excited. So, CEO on the Beach is a destination conference, pretty much.
Um, you know, I've done it, uh, I called CEO on the Beach because I grew up in St. Thomas, and... Beach is my thing. Island life is my thing. So, done the event in St. Thomas, have done the event in Turks and Caicos in 2023. And in 2024, it's going to be in Aruba! And it's super fun. It's all different topics. There is marketing, there is practice management, scheduling systems, there is clinical topics.
I have amazing speakers coming. There's panel discussion. And like I said, everybody, you know, depending on who they are, your team members are welcome to join us. So, it's a fun event. How many days is it? So it's one full day is three days, but it's different audiences, right? So one full day is for coaches, consultants, speakers and companies in the industry.
And then there are two half days for dentists and teams. And I say half days because you're in Aruba. you know, so we start at 8 a. m. We end at 1 p. m. Because I know none of you are going to stay inside in a room in a conference room in Aruba. Yeah. So, uh, yeah. And then, um, I'm kind of the event see on the beach.
My, it's known for like epic beach parties, like in Turks and Caicos, we run the number one beach in the world for like a dinner and sunset and dancing and all the fun stuff in Aruba, the beach party is on a private island with flamingos.
Michael: That's pretty cool. Yeah.
Minal: You know, I kind of want to provide experience.
Like, if you're coming to Aruba, that's awesome. And you write it off as a workation because it's a work trip, so you're writing that off. You're also kind of, you know, doing that. But at the same time, I always want to do the beach parties are my way of doing something that you won't otherwise do, right? So this, going to this private island and Being there checking it out, seeing actual flamingos, uh, you know, on the islands, interacting with them and stuff.
So the beach parties are epic. They are pretty fun and people come with family and friends. Like, they really make it into a workation because the hotel gives a group room rate for over a week. So most The people come with family and friends and it becomes into a big, uh, big like networking event, but lots of fun and learning at the same time.
Michael: That's nice. What's the hotel that, or is it already kept
Minal: out or now? Yeah. Yeah. Everything is, I mean, we are, we are 50 percent full. This is not till July 2024. It's already 50 percent full. so it is in Aruba Marriott and Stellaris. So that's the, that's the hotel and the dates are July 25th to 27th.
Michael: Okay.
So there's going to be a link to that in the show notes below. And at the same time, if you type in TDM 150, you get a pretty awesome discount. So type that in there, TDM 150, and then that's also going to be in the show notes below as well. But any final pieces of advice, Manal, that you want to give to our audience?
Minal: Um, no, like I said, if you're just getting started, keep it simple. Your job should just be to stay consistent. Just, it's just like working out. If you want to get better, you know, if you want to get in a better shape, you just have to show up every day and you just have to work out, right? You can't work out once a week and then don't work out three weeks and then go back to it.
So keep it super simple. If you are somebody who has already started it and you are like, yes, I'm ready to. Level up. This is when you start using the trending sound. This is when you start getting more creative. You can use platforms like Canva and CapCut for like your videos and stuff as well.
So you could start getting a lot more stuff. And if you're already on it, you're probably much following some of those trends as well. And then, as I said. Be excited about it. Like share those numbers every day or on a monthly basis, create fun meetings for the team so that they're excited about it and they get to see you and they get to see how amazing this is going to be.
And they are into it as well. So remember, you are the leader. How you show up for this is how your team's going to show up for this. that's a big part of this. And the practice that I was a marketing ambassador was 25, 000 patients and like 40 team members. So I had a lot of writing on, you know, I have to create all 40 team members to get excited.
So it could be done. You can totally do this. Baby steps, just baby steps.
Michael: Baby steps. Awesome. So guys, thank you so much for tuning in. It's been a pleasure, but at the same time, and I'll thank you so much for being a part of the podcast. It's been a pleasure too. And at the same time, if you guys want to go in the show notes below.
Click on any of our links to reach out to her and then check out CE on the beach in Aruba and type in TDM 150 just to go check out that awesome discount. Okay, it's awesome. Thank you so much for tuning in and we'll talk to you in the next episode Thank you
Get a Free Marketing Assessment with Gargle here!
In today's episode of Monday Morning Marketing, we sit down with Jake Goates from Gargle to dive farther into the world of Membership Plans. Setting up a successful membership plan can be a game-changer, so it's important to start off on the right foot! We explore the essential first steps, answering the "what, when, and why" questions surrounding dental membership software and membership offerings that have been proven to succeed. Jake shares valuable insights, from crafting a FAQ to ensure consistent responses from your team when patients have common queries, to the key to getting patients on board with the plan. We also uncover the golden rule of marketing: communicating something seven times in seven different ways for maximum impact. Plus, we address concerns about scaling without a monthly payment option and leveraging your sales contacts for invaluable insights on membership plan setup.
Tune in for a comprehensive guide to making your membership plans a resounding success!
You can reach out to Jake Goates here:
Website: https://www.gargle.com/
Visit for a discounted rate on DentalHQ's membership plans: https://www.gargle.com/in-house-dental-plans/
Other Mentions and Links:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Jake. So talk to us about in house membership plans. How can we utilize this or what advice, suggestions, or methods can you give us that will help us
Jake: with this? Yes, uh, do them. That's the short answer. Uh, there's a lot of moving parts. And so traditionally speaking, I've, you know, I've dealt with everything from the strictly fee for service to very heavily PPO practices.
And it really doesn't matter what situation you are in. There are always going to be consumers out there that don't know about them. And so. The first step is really once you establish what it is for your practice and you design it the way that you feel is going to be most beneficial and the most natural for the type of practice you are, once that's all documented, you've got it ready to roll.
You've got to get the whole team on board. You've got to come up with your own list of questions of frequently asked questions that you know you're going to get. And role play those questions over phone calls in your trainings, however, you need to so that the whole staff is on the same page answering the same questions in the same way, once you feel like that training has rolled out, and this does not have to take long.
Don't overthink it, but. I think starting is the first thing, and then how are you going to educate and go to market? How are you going to let your existing patients know about it? we've all heard in marketing, you've got to, you know, to market something or to communicate something, you've got to communicate it seven times in seven different ways.
And so what are those seven different times? What do those look like? And then how are you going to communicate that? What, you know, how are you going to go about marketing it in seven different ways? As you start to grow it, I think where I find a lot of my practices get it in over their skis a little bit, is they will, they'll, they'll outline the entire thing and then they will fail on follow through.
It's this beautiful idea, but nobody's quite sure and they're a little bit uneasy on how to, how to really start managing that in their system. And so sometimes they'll say, well, I got to go hire a software, you know, and like at Gargle, we've managed to partner with Dental HQ. And the number one reason we chose to partner with Dental HQ is because they have something called Community Connect and Business Connect, and it is the way that it scales it.
So a lot of times people say now I've got this thing, but we've only got 50 members that have ever signed up for our in house plan, and they don't know exactly how to scale it and get more and more enrollments on a consistent basis. They might have a good flash in the pan, get 15, 20 people to sign on, and then it sits there, so as you get it all documented.
My recommendation is typically you want to manage that in house before you go and buy a software because you're gonna get a feel for how much of this can I manage as I'm getting the ball rolling and your practice management systems are equipped to typically keep track of this, but it gets to a point.
The scalability side is where people get stuck. And so to really make it a revenue stream for their practice and a benefit and a loyalty patient retention tool, that's where you really need the software to come in and you have something like dental HQ, where now it's managing the billing a given and it's giving them more than just you got to buy into it.
Family of four is going to cost you 1000 up front today. And that's a barrier to entry for a lot of families to come up with the cash. So, the software allows you to provide payment plans that you no longer, and you no longer have to train your staff on how to manage and when to bill it and, and getting it all put into your own internal system.
That's where something like Dental HQ comes in very, very handy. But, I find that people will sign up for Dental HQ, they might pay a couple hundred dollars a month to start it, but they don't even have a few hundred patients in there or even a couple dozen patients in there to cash roll what they're paying for their software.
So they get over their skis a little bit by signing up for the software before they're even ready. So thinking through it. That's where the, the consultant comes into play and people who have done it before and your colleagues networking and asking them, how did you roll yours out? But then once you get to the point of knowing, okay, I've got the way to market it seven times and communicate it seven times, seven different ways, and I've got the infrastructure to hold it.
Now I want to go and find the software for those first, you know, a few dozen that I've now signed up and it's getting to a point where it's taking a little bit of time. Now, when you sign up for the software, it'll pay for itself because you already have people enrolled, you're plugging in and then you're building more around it so that you can scale it.
Michael: I like that. I like that. So have the impression. So then what should we have ready before signing up for a software? I know you said the seven ways you should market it and what are the things?
Jake: So the other thing that you typically want, you want to make sure that you've got somewhere on your website that is outlining what you're ready to publish on your website.
What is the program in layman's terms? do you have a monthly plan and a way to collect those payments? You know, does your processor allow you to plug in recurring payment plans? Is it integrated with your practice management system? A lot of times I have practices come to me and say, holy cow, we set it up, but our merchant processor does not integrate with our practice management system.
So, I have to set tasks on my calendar to go in and see who's enrolled and then I have to go over and make sure I set them up and I manually bill them if we offer them monthly payments. A lot of practices, they don't want to have to do that. It's too much work for the staff. And so that's why they opt into just offering an upfront annual plan.
Well, consumers, when it comes to insurance and benefits, and I know we can't call it insurance, but an in house plan in a consumer's mind is a, is an insurance plan. You have to be able to offer them a monthly, quarterly, or annual option, or you will never scale it. And so I'm yet to deal, you know, the thousands of practices over the past decade that I've consulted with on this very rarely.
I bet I can count on 1 hand. How many had more than 100 people enrolled where they had been doing it for a short period of time. They've been able to scale it successfully without offering. A monthly payment plan, if you don't have a way for people to get in on a monthly basis, that's a barrier to entry that can make it very difficult to scale.
And so, from an infrastructure standpoint, it's making sure that, you know, what are your current capabilities within your. It within your merchant processor within your website. If you have a patient portal, what do you want to be able to communicate? And what tools do you want to give your patients to know the benefits of their plan?
And if you don't have that in place, then yes, start with a consulting call. You might as well book yourself a demo with someone like dental HQ and or talk to your Marketing consultant who hopefully knows something about how to market one of these plans that will allow them to talk you through some of those components.
But the number one thing is you've got to have it outlined in a way where you then know, can my system support this? Or do I need to sign up? And yeah. And some of my clients, they do need to sign up for the software right away, but they have a plan structured and they know their UCR codes and they know exactly what they want to apply discounts to or what they want to charge.
So it's a lot easier to quickly plug into a software and scale it quickly. But if they don't have those other components in place outlining what they want their in house benefits plan to look like, then they'll sign up and they'll pay one or two or three or two. In some cases, six months of a service that they're not even able to utilize because they're still organizing it.
Michael: So have it all structured and organized way beforehand. Yeah,
Jake: and that's where the free demos come into play. Use the sales. Sharks out there and the sales energy that they're willing to share information, right? They're willing to go to bat and earn your business, make them earn your business, ask them those questions.
So how do I structure this? Show me how I would structure it in your software. When you ask that question in a sales demo, they're at the same time training you how to roll one out. How to build one and it gives you ideas that maybe you didn't think of before the first time I saw a demo from Dental HQ, I was blown away at how simple their screen was of plugging in UCR codes and determining what type do I want a perio maintenance plan?
Do I want a senior discount plan? Do I want? A family of four with additionals, or do I want just the family flat rate, regardless of how many people, which a family like mine would kill you because I grew up with 12 siblings, so it's like you better have a plan in place for those those different sized families and individuals.
And if you want to apply different types of discounts, but seeing a sales demo with those software tools will oftentimes give you a lot of the road map that you need. And you can tell them point blank, tell the salesman, I'm not ready. I know I need to do X, Y, and Z. A good salesman of one of these tools that are out there will tell you, we can help you build that the right way.
And we can do it in a way that by the time your second payment comes around, you'll already have tools that are getting some of your patients a record into this plan.
Michael: Okay. that's really good. That's really good to know, like utilize the salespeople, have this plan in place. And then once we have it in place, the ways to, the seven ways we should market, is it seven ways or seven times?
Jake: So, to your existing patient base, you need to do it seven times in seven different ways. So that's at check in, having a brochure right there on the counter that you can hand them. You know, I noticed you're with Delta Dental. We're coming up on the fourth quarter. When is your open enrollment to sign up for next year's plan?
Oh, I'm not sure. That's through my husband's work. Well, you may want to take this and chat with your husband because this new in house plan typically saves, families about, 200 a year, whatever. Do the math and the comparative analysis of, do you know what you're paying on your monthly premium for, for Delta?
No, I have no idea. You know, we've found the average patient has told us that it's this much. And ours is only this much, but you get all the benefits, not to mention there's no maximum benefit. So a lot of it is the education. So when you're checking people in having a brochure, when you're in the chair, and you know, your hygienist has just diagnosed, you know, that they're going to need a period maintenance plan, your insurance may have a benefit of covering X. Have you heard about our in house plan? Oh, yeah, they just gave me a brochure up front. I would definitely consider it based on what we just discussed today and what we just saw. So before you opt in to sign up another year for your group policy that you're getting through your employer, I think you'd probably not only save money on your insurance premiums every single month next year, but you'd probably save a little bit of money on the period maintenance plan because of what we offer.
So, People don't know about this, and consumers will, will jump on board. I've done this chair side with patients before and with doctors when I've been training them. And it's really interesting to watch as the hygienist walks out with you after and goes, Holy cow, you made that so easy to talk about.
And the reality is everybody hates insurance companies. So play that to your advantage, you know, insurance is great when you need it, but in dental, it's very different. There's a max benefit and with the work that we just talked about and the, the, you know, as you're walking them out, you should really consider that.
Give us a call. If you have any questions, so and so is our patient coordinator, have them introduced. Then that patient coordinator can follow up. There's three in one visit. Three ways that you just communicated to a patient of record that you have an in house plan. Now, do you also have a drip campaign that's going out in an email blast to your patients on a monthly basis, letting them know about it?
Do you have an SMS blast campaign going out to their cell phone with a link to your website with the page of your website that highlights what your in house plan is? Do you have a postcard that you're mailing out? Or an appreciation thank you card where you're inserting that from the hygienist where, you know, they're a good candidate, you know, are they writing a quick thank you card and stuffing that in there to send them as a follow up.
So that's what I mean by you've got to communicate 7 times in 7 different ways or people will not understand it. they won't be aware. Um, of what it is and how it's going to benefit them. So the other thing that I love more than anything else is when you get the software going in your favor, that's managing this plan, showing you your enrollees, what their discounts are.
When you find a partner like a dental HQ, they have this thing called business connect. And my favorite one is their community connected, because what you do is you can customize a plan. You can literally go to the call center. On the other side of town that, you know, I've got a client in Boston that actually did this, they found this call center that had like 1500 employees in it and they were offering a group dental plan and only about 30 percent of their employees were enrolled in their group policy.
Well, office manager, super ambitious, went in, said, hey, who's your, preferred provider for dental benefits for your employees? Oh, we go through so and so have you ever considered partnering with a dedicated private dentist that allows your employees to pay less and then you can offset the cost.
If you so choose as an employer, community connected business connect allows you to present your in house plan to other businesses and community groups and say, if you would like to offset 50 percent of their premium each month, yeah. You know, call it 40 a month to be part of our benefits plan or our in house plan.
If you cover 50%, you can just debit the other 50 percent out of the employee's payroll, and then we just bill you. And they can set that up all easily enough, not to mention you get all of the recent, all of the tools to create. Through Dental HQ's portal, the ability for patients to go and enroll and sign up with a dedicated link for their employer.
So, it's co branded. It looks like my employer is the one who negotiated this incredible deal. I had that client that was literally getting people enrolled before they even booked their first appointment to come in for a cleaning. Yeah. So, there's some really cool tools out there and if you leverage them and understand what they are, it's not as daunting to...
Both create and roll out and then maintain and scale your in house plan.
Michael: Yeah. No, nice, man. I love that. Awesome, Jake. I appreciate your time. And if anyone has any further questions, where can they reach out to
Jake: you? Uh, just gargle. com, uh, G A R G L E. com. Uh, you submit a form or you can call directly in and we'll get you on the phone.
I work more with the client strategy on the backend, but, utilize our sales team, ask them questions, see what else they can do to, to help connect the dots for you guys.
Michael: Awesome. Jake, I appreciate you. And thank you so much for being with me on this Monday morning marketing
Jake: episode. Thank you. It's awesome to be here.
Today we're going to introduce a game changer in the dental practice management software world...
This is an innovative, all-in-one, cloud-based practice management software, and it offers an array of powerful features that are custom built for dentists by dentists ready to revolutionize the way you work.
If you are a start-up and decide to sign up with Oryx, they will NOT charge you a single dime, until you reached 200 active patients!
They are partnering up with all startup practice owners and making sure you succeed, fast!
Click this link to schedule a FREE personalized demo and to see more on their exclusive deal!
Guest: Brad Billings
Business Name: Full Schedule
Check out Brad's Media:
Website: https://dentalbilling.com/full-schedule/
Email: brad@mountainwest.healthcare
Other Mentions and Links:
Andrés Irlando Forbes top 40 under 40
Microsoft Leadership Trainings
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Some of the core steps to an effective front office onboarding system are clinical and insurance fundamentals, understanding practice software, phone skills, and financial arrangements.
- Empowering your employees does not mean handing them a script. Give them some autonomy to make their own decisions under a certain dollar threshold.
- How should you handle mistakes by team members?
- Help team members be individually successful and they will make your practice successful.
- The top 4 metrics that contribute to high profitability are 1. continuing care growth, 2. open hours, 3. number of indirect restorations, and 4. percentage of firm financial arrangements.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Alright, it's time to talk with our featured guest, Brad Billings. Brad, how's it going? Good.
Brad: Thanks for asking.
Michael: Awesome, man. We appreciate you coming on. If you can you kind of break it down to us? Tell us a little bit about your past, your present. How'd you get to where you are
Brad: today? Oh, that's a, that's an interesting one.
So actually worked at Verizon Wireless for a number of years. 15 years and made it to lower level executive status great leadership development program and I had a ton of really good leaders. think what was interesting there and probably what I'd translate into dental is, they just had every metric you could think of all the data that you'd ever want for any.
Situation out of every store, every phone, everything, they just had all the data and we use that to, you know, gauge and monitor performance. I was in the sales channel, that's kind of where I started and I'll be brief on that 1. and then I moved to, uh, Pacific dental services and that was my foray into dentistry.
And it's probably good that I went to a company like Pacific dental. Specifically because I didn't know anything about dentistry and they had a really good training program, which is obviously something that you need. If you're going to, if you're going to try to enter into a leadership role, within the dental industry, you have to know what you're talking about.
So, pretty extensive training in a very successful region. and that kind of was my entrance into the dental world. And then the other thing about Pacific Dental is they also had an exorbitant amount of data. They worked out of a system called QSI. There might be a few people on the station that, that know of QSI.
It's really archaic. It was written in DOS and, still running in DOS. You had to do. Manual um, command entries to get it to do anything. And, and then they had an overlay. I forget what the overlay was called for the doctors to enter their clinical notes charting and things like that.
But the reason that they had such a hard time transitioning to anything modern, was because of the amount of data that they were getting out of that. And that really was the foundation, That I think helped kind of springboard me into success outside and into, small DSO and, and starting up a private practice.
It was kind of that foundation and understanding that, metrics drive decisions. And, and if you're just making guesses about what you should do within the business, you're oftentimes going to, guess incorrectly without those metrics and data. Gotcha.
Michael: And so right now, what are you doing?
Brad: guess there's more background in all of that. I left for an opportunity to run a small DSO. In Utah, or to help run, I should say. So I got hired as the VP at Abundant Dental Care, a phenomenal DSO. I still have a great relationship with them. I entered in to that relationship.
They had about, I think they had four practices, so very small. they were doing about, probably about 500, 000 a month. So a decent amount of money. They were like many small organizations that I saw. They were running they had a really good foundation. So they had like a really good team, really good processes, really good.
Atmosphere. And this is kind of why I chose to go with them is because their foundation was so solid, really good clinical work. They had some of the best dentists out there with a really good clinical leader, which is stuff that I don't know. So I didn't want to try to tackle. solving clinical gaps along with solving operational gaps.
So that's why I kind of decided to go with them. And then they, this is going to be the most boring podcast you ever.
Anyway uh, they were operating off like, you know, sugar house dental care at gmail. com and they had, you know, four practices and they're just sharing documents across gmail platforms and, you know, they were careful not to share HIPAA information across those things, but that made communication super challenging.
So, I initially came on, you know, as operations to help with the, case acceptance, closure and, you know, operational performance. And there were just so many gaps everywhere else that did do that. And then I also started to, work on automated reporting is where I started.
They were doing these spreadsheets every night. It would take, you know, 45 minutes to an hour of. Office Manager's time. They tracked a lot. They tracked everything. How do they track everything? They, it just does a spreadsheet. And they would pull manual Dentrix reports. So they would, and I don't know if you've ever dealt with Dentrix at all, but say create this report, and then you can walk away.
Like you can, Yeah. Go to the bathroom and, eat dinner and then come back and it might be done. And you do that, but you have to do, you know, four or five different ones, and then you take all the data manually off of those. And manually enter them in this spreadsheet. They had four different spreadsheets, which was also really weird, four different spreadsheets.
And then they had another operator that would grab, from those four different spreadsheets that were filled out by office managers and manually enter them into this master spreadsheet that the owner would look at in the morning and decide what our day was like the previous day and try to take action, depending on that.
Right. far as execution is concerned, like. They did a pretty good job with what they were doing. Like they always filled that out. They always, you know what I mean? There's a lot of people that try to do processes like that and can't execute on it because it takes a whole lot of accountability and follow up to make sure that those numbers are right.
So they were doing a good job. But was manual and it took four hours at least each night, plus the hour that it took that other operator put it all together. So you're talking about five hours a day, you know, how many working hours a week. So it was an incredible amount of hours.
And then it was, it was often wrong because, human error. So I just, I got a wild hair and I went to the owner. I said, look I, want to make this automated. This is ridiculous. We're doing it this way. and he was like no, I'm not going to give you any resources. You can't do that. I don't believe that you can do that.
You don't have the skill set. I was like, sure. Yeah, I, okay. So I just went and did it on my own. Like at night I, I called a buddy of mine that I went to college with. And, at the time he was working for a data company, just basically doing what I was asking us to figure out. Right. And all the time I'm like researching all this stuff too.
Cause I there's dental Intel out there and there's, there's a few others, but I researched probably three or four and I found out that bad data in, bad data out. And to get access to that back, that backend of Dentrix was, very expensive. And I don't remember the exact dollar amount, but I already didn't have any funding approval to do what I was trying to do.
And so I'm trying to stand up on, this manual SQL backend. So what I did initially was I took this spreadsheet, put it into one, protected spreadsheet, and then had an auto pull from the spreadsheet into this database. so all I really did initially was remove That last hour of the combination from that other operator.
And you know, but I worked and I was like, Oh, this is, this can be powerful, but I'm not going to, I don't have the means. We didn't have the means that this is company we weren't profitable enough to go pay the amount of money needed to get under the back end of denture. Yeah. I started to research open dental was the first one that, cause everybody researches up though they start there cause free, right.
You have access to everything. You have access to all the tables. It's not an API. all the back end. So we just did like a demo account in this back end to Open Dental. And but I don't, I'm no longer employed by them. I, I ended up growing this big enough to contract with them and move on.
Michael: So what is it exactly? Like, if you don't mind me asking the you're doing right now,
Brad: I own two practices with a partner, a doctor, that's a partner in Utah. The laws don't make you you don't have to be a clinician to own. It's one of like three states in the US but we're set up as A D S O. So, I can own a portion of A D S O that owns practices. So we are set up legally for me to own in other states as well.
But we, right now we just have two practices. And then, I also own a company called Full Schedule, which is, I'm in strategic partnership with eAssist. I'm not a partner of eAssist, so I have to make that very clear. We're a separate company, but I am in a strategic partnership with eAssist, the dental billing company, and we essentially Some of their clients I own a company that has employees that call and fill their schedule essentially.
So instead of doing that automated faceless, nameless, kind of process with like the weaves of the world and whoever else we have, we put a face and a name to it, set targets to it and help them get treatment and hygiene scheduled and then, you know, we charge per office for
Michael: that. So is it more like, that part, full schedule, is it more like front office services in the sense of like, Hey, I only have one front office right now, I need someone to answer phones and, take care of stuff whenever that person's doing other things.
Brad: not yet. It is on the road map to have an answering service. so right now we just are filling schedule. So it's basically like, we're 2 years in our recare list is miles long, but for whatever reason, we're never full.
And our treatment is still out there and it's not getting closed. So employ only, Currently, I would say stateside, so that we have, experience that we have hygienists that have been doing this for years and years, scheduling appointments, know what clinically they need to be doing all of these.
So we have about 30 offices right now that we. Essentially, we just find out what they want to do, what they want scheduled how they want it scheduled, which operatories they want it scheduled in, what their treatment times are that they want scheduled. And then we follow those standard operating procedures for that office.
And we fill the needs of that office, eventually, you know, fill the schedule. if we don't reach our commitments to the office, we reduce our price per each schedule not fulfilled to our commitment. Okay,
Michael: man. That sounds legit. cause that is a humongous need, right?
as far as when it comes to front office and answering services and things like that. So. That'd be really good. real quick, Brad, if we can rewind a little bit. You mentioned that you worked for Verizon and that they had a great leadership program. What to you, because it made it great, and what takeaways from that program would you recommend someone in a dental practice, your dental practice owner, utilize?
Brad: That's a good question. think anytime you have a program at all no matter how good the curriculum is or anything else, it's dependent on the people that are in it. I was lucky. I, I had some of the, in my opinion, and granted, it's my humble opinion. I had some of the best leaders, even in Verizon.
I had a. The president of my region that I was in, Oh, Andres Irlando, he was Forbes top 40 under 40, just a amazing guy. He's running another tech company now. then I had a couple of other really, some of the smartest men that I've ever met.
I think that Fortune 5 companies draw those kinds of. And then I had another guy named DJ Leckwold and another guy named Shane Schwab. And these guys were just very focused on, you know, personal growth and leadership, what that actually looks like and how to communicate with your teams around performance.
Cadence and meetings large workload organization, which was very challenging for me. and that's what I would probably say Verizon had is, and what these leaders did is Verizon has a ton of resources. They have classes going on around the country all the time. Either run even by teams of Microsoft employees to teach you how to use Microsoft more effectively.
They have time management trainings. They have, communication trainings you know, trainings based on books like crucial conversations, and, they have all of these trainings going on. And what these leaders allowed their team to do, and a lot of leaders wouldn't because it would affect budgets.
They don't understand the, uh, return on investment that you're receiving, but they would allow us to fly around the country all over. I remember flying to, you know, Massachusetts from Arizona so that I could take a time management class for Microsoft and they're not cheap, but, I still use large majority of those practices today, or I wouldn't be able to do what I do.
and then on top of that, you know, obviously they modeled what a leader should, what a leader should do, what a leader should look like. So that's probably what I would say. I got, I got out of her eyes on this really good leader.
Michael: Gotcha. But how are you implementing that into the practice or how would you, if you were to tell me like, this is what you got to do, Mike, for your practice?
Brad: Around leadership specifically? Yeah. I think there's a Appropriate priority level leadership and leadership development. if you're an individual practice owner, we've purchased practices where there's this harsh separation between front hygiene and clinical, right? And your practice will never be successful if you're not running like you have a true leader to follow and that leader is engaged and helping the entire team be successful, and not just, the team being engaged to, make the practice successful, but also they need to feel like you're helping them be successful, whether that's in, you know, their goals and where they're headed, or.
In their skill sets in the practice, but you have to be engaged and know what your employees want and what they're trying to do every single day and help them get their goals. And if you do that they'll give it back to you and help you be successful and be happy working for you. And that's, I think a lot of what leadership really is, especially on an individual practice level.
From there, I mean, if you're going to go larger than that, then it, it comes to Having a an actual training process from soup to nuts. So from beginning to end, when you bring people on, you can't just assume they know exactly what you're going to talk about. And if you don't have defined training process, there's no way everybody's going to have that same training experience and everybody's going to deliver a different product to every patient that comes in and, and that creates uncontrollables that then create a lower performance.
And, so yeah, that, that's kind of the difference between private and as you grow, I think private is you could really just be a leader by. Being engaged with your team and helping them be successful in who they are. And then outside of that you've really got to start formalizing and structuring a training program, leadership training and development.
Michael: Do you have one of those for your, both of your practices,
Brad: I've only left Abundant. think I've been outside of Abundant for three months. We just bought our second practice. In August. So, do I have one? No. And, have I felt the pain of not having one?
Yes. Did I build one at Abundant? I did. We had a very robust training program with videos and tests and the onboarding processes. And I led that initiative and, and built that whole platform. And I also built a like a knowledge based platform so that, Yeah, after the training, they could go back and reference it.
So, I desperately need one here. I just, as I'm sure many of your listeners know when you buy that second practice, You're first standing it up, making sure everybody's reducing turnover and, you know, keeping production as high as you can through that transition.
Michael: Yeah.
And we'll dive into that right now. But when it comes to the robust training, if you can, Brad, could you make us one right now? Meaning like this is what from beginning. The steps you should be in initializing, you know what I mean? Like the, I guess more like the title headline and then the headings and that's it, you know what I mean?
Kind of thing. Like, how should it look?
Brad: mean, that's a pretty tough question because it you want to.
Michael: Could you give us like front office?
Brad: Yeah. So like front desk. Yeah. Sure. And also this depends on your structure too, because different people have front desk, do different things. But, it starts with, dental knowledge. You have to have a foundation in dental knowledge and normally.
When front desk, when you're hiring front desk because of the wages that they're in they really don't have foundational knowledge and I'm talking like, Keith numbers and surfaces and procedures and really just the basics because people are going to be talking to them about that stuff and they can't be just caught.
Blindly in the headlights there. And from there, it would probably be to like foundational again, very basic knowledge of insurances and those sorts of things. So really just foundational knowledge between clinical and insurances. If you're taking insurances, I should say, they should know all the insurances that you take. They should know all the um, leased networks that you take and how to check to see if they're in that leased network, so that they can answer those questions appropriately. And then, the 3rd foundational piece for their job should be a complete understanding of the system they're using.
So the PRM, that probably the first 3 foundational things, and then I would move very quickly to and I'm talking probably before they even have face to face interactions. They need to have those 3 things locked in and tested, or you're going to be every interaction that they have.
You're going to be deteriorating the integrity of your of the perception of your business, right? And then even before again, still before the 1st face to face interaction, you should set some very clear expectations on. Communication to patients, how to answer the phone, empower them to solve problems without passing the buck all the way till the end, even if they're going to make mistakes doing it.
And that takes some training too. We made a lot of videos at Abundant specifically how to answer questions when people say, I can't believe I'm on a 300 bill, let me say. You know, you very quickly say I'm, sorry that you're unaware of this bill. How can I help today? And then if they say, any anger at all, then it's okay, no problem.
We'll take care of that for you. If it's under 500 bucks, it doesn't matter. We'll take care of it for you because the value of a patient is way more valuable than 500 that they didn't know about that you're trying to wrangle out of their hands. So. Anyway, so those, that's probably the foundational training for them and then it gets into more I'd say more detailed actually, you know, doing, insurance coordination and entering that into the systems and you're getting more into the details of making sure patients are set up for success while they're there, how to check copays and how to collect money at the front, things like that.
Michael: So that's good, man. This is a good like process. And you mentioned something.
A lot of great stuff, but one thing you mentioned is, you empower the team to handle problems on their own. It's super huge. So how do you do that? Like how do we, do we just provide them like with scripts of like, what if scenarios or?
Brad: that's not empowerment enough you can't script everything.
It's literally Hey, I want you to take care of the patients any way you can. Anything that you think is right probably is treat them how you'd want to be treated. If you go outside of the bounds, then we'll have a discussion, but you won't be in trouble. And then it's really you know, you got to hire well.
you give them that, let them go. You can't micromanage true patient care. You really can't. And because every patient is going to be a bit, different and so you've got to have, the right front desk person with the right kind of empathy and communication skills to be able to make a lot of those decisions on their own.
And yeah, I mean, there's absolutely times where like, Hey, you probably shouldn't have given that. 500 credit because they actually did owe that, but at the end of the day, if they did a very good job and that patient stayed, it's worth more than 500 bucks. So, again, it's, I guess, continual coaching.
So that would be empowerment to me is you say, yeah go do it. You said very loose boundaries. Like if it goes over 500 bucks from grab us. But anything else you have full autonomy, just let us know when you're done and we'll talk about it. Yeah.
Michael: Interesting. Okay. So like having almost like full confidence in them to, yeah, you made a mistake.
And then almost to the point where it's like, well, let's just talk about the mistake. That way they're like, okay, it's cool to make mistakes. I mean, not huge ones, but I'll learn from them. You know what I mean?
Brad: I mean, there's been big ones, man, but I still think it's more valuable for someone to have that empowerment and make One big mistake, but have corrected 20 mistakes that the patient was feeling. maybe we got 1 big mistake where they went out of bounds, you know, and they shouldn't have done that. You're still saving those other 20 patients their empowerment. And then you do that correction.
And, and that is the attitude you take, like. We love mistakes you learn from it. That's great. I love that you did that. like that man. It's really good that's what empowerment is to me.
Michael: Okay, and have you ever gotten like pushback from so you mentioned something about a PRM, right?
So have you ever gotten people like hey, man We've been using Open Dental or practice works or Eagle software ever I know like the back of my hand like don't be switching it what happens
Brad: And yes, I mean, every practice that I've been a part of acquiring and switched off of all the mainstream archaic PRMs that are out there, clinicians, especially they, they all have just challenges with that change and change is hard, doesn't matter what it is, change is hard.
So I get it. And let me tell you the things that we can do after we make this change and why you're going to like this better. I mean, I think we mentioned it, but I use Oryx and all the practices that I've managed and that I own. I think that's the thing, as long as you are open about the challenges that are coming.
And then understanding about the challenges that those people are going to be facing through the change. And then also you can express and make sense logically as to why the change is needed. Then most of the time you can get through those transitions relatively easy. We started really early with Oryx, and.
It's a thousand times more robust than when we really, when we very first started. those first, you know, few months while I was learning and trying to teach it, I had to be the brand advocate and then I had to, get, one by one by one, these other to say, no, this is the PRM that we want to use and here's why.
And, and with that one by one by one, they just kind of starts to spread. And now I mean, I still go back and ask like, Hey, if you had a chance, there's still hiccups in every PRM, but also in works. And occasionally we get a hiccup and they submit to their help team. And, And you say, Hey, would you switch?
Like, even after this, would you switch? And every answer resoundingly, every time they'd never go back, there's no way to go back to a server based. Archaic DRM like that, there just isn't.
Michael: Why did you decide to go with Oryx?
Brad: So I was kind of getting into that before I stop, but it was that whole automated reporting thing.
It started with Open Dental, and we spent a lot of money training on Open Dental on a single office. We switched one office over to Open Dental. It was on an, it was on an acquisition that we, so it was a new acquisition that we were doing at Abundant, and decided rather than, you know, Just paying for a year of, because Dentrix charges you a year up front, figured that practice, you have to re sign a contract.
Rather than doing that, we were just like, let's just try Open Dental, see what happens. Super painful transition. They had good support. Open Dental was, good support, but just a painful transition. The conversion was rough. everything was pretty rough training. Everything was pretty rough.
Posting was rough. Everything was rough. It was just new to me. And it was, and I'm the one training, so I'm trying to learn it and train it. And they had good support and all of that. And then we, we actually stood up automated reporting. So we pulled their backend just straight out of their database.
Dumped it into a SQL database, and started running automated reports. And then I showed the owner and he was like, I want more of this. I want all of this. I want everything you can do with this. And so he was just fully body and like, when are we switching to open dental? So I started doing test conversions and all the other practices we had.
And at that point, I think we had seven. So I started doing these tests conversions and open dental. I've got a lot of experience in conversions now, and I wouldn't have done it the same way that I was doing it in that first office. But anyway, I had probably 4 test conversions done. I was about to pull the trigger and I had a buddy call me from.
Texas from PDS, a doctor buddy of mine. he had just got back from Coyce Institute. And he's like, just talk to me about his great experience with Coyce and comprehensive dentistry. And you know, his plan to make his practice just pop and dude, it was so exciting and he's a very engaging guy, just exciting guy to talk to.
So I'm like, that's rad, man. What else, What else did you learn? Tell me everything. And he's like, Hey man, there's this software that he talked about at the end. It looked amazing. Have you ever heard of it? Oh man, I've been, I've been researching and I, I researched everything like curve, open dental, Eaglesoft, Dentrix, Dentrix Ascend, Dentrix Enterprise.
you name it, I probably have done a test conversion during that time period for it. And I was still going with open dental after all of that. I was like, nah, man, I haven't heard of it, but. Man, I just don't see how anything this is. This has got to be the one I've looked at every other one.
He's like, dude, just check it out. I called him up and yeah, I was blown away. Like, it's simple. It's intuitive. And this again was, this was four years ago. So it was much less robust than it is now. I don't know how to explain that any other way, but it did not have all the features that it has now.
And so anyway I, it was really frustrating, but I remember calling the owner and I was like, Hey, look I, I hate more than anybody that I'm making this phone call right now. Like I've put months into this, I've put nights, evenings, weekends, just to even stand up our one office and open dental, but we got to do more.
And he was like, no. And I was like, all right, well you, and we, Abundant was a comprehensive dental model. Which kind of, it very closely aligned, like Oryx and our model very closely aligned. was like, look, I understand. Like I said, I hate this too, but you just get on the phone. I'll get Ronnie on the phone, Ronnie and and our owner got on the phone and kind of talked through, they actually knew each other, which was small world.
Yeah. But, yeah, it was very he eventually got, so he saw it and he was like, well, I could work. So we, you know, we decided to make the switch for all of them. So we switched all seven of our practices over to work.
Michael: Nice man, that's good. And right now are you going to transition to Oryx 2 with your two practices or already?
I do
Brad: it. I do it on day one. Yeah, I don't take over a practice with that. Yeah, I've got so many systems built through this now that It just has to be done. Like rather than trying to figure out how to remote in to a server with RDPs and then manually track things I, I already have prewritten programs that pull from works as APIs.
And so I, I've switched an office over day one and get API access and we're off to the races. So, man,
Michael: all right, good stuff, man. So, cool. Oryx is the winner for you then. That's what you like. Oh, by
Brad: far. Yeah. Yeah. and I would just, for anybody that's out there looking like, I am an Oryx fanboy, so I'll get that out of the way.
But, at the very least, like, Just stay away from server based platforms. It creates complication and expense. You just don't need, just don't need it. You have to pay an it team any break that you have, like, I have an it degree and it takes me hours to figure out. These complicated setups.
So, no, it's just not yeah, I would say stay away from those. Go online. Orcs is a great
Michael: base. Yeah. Gotcha, man. Awesome. Awesome. So then I know you've been talking a lot about data and metrics and I feel like that's, that's your thing, right? So it is. Yeah. If you were telling me right now, I'm telling you like, Hey man, I can't, yeah.
I'm struggling. struggling in the sense of like, Sometimes new patients are good. You know what I mean? looks like I'm growing, but my bottom line is also growing and all these things. What data or metrics would you say? Hey, these are the top metrics you need to hyper focus on.
Brad: Yeah. All right. So this is what and this is A correlation I learned through my extensive training, top 3 most correlated metrics to practice profitability. There's actually more. We talked about 5 or 6. I'll give you top 3 and then we can. expand a little more, but top three, number one is is actually continuing care growth year over year.
and it's super interesting because it tells you so many things, but care growth year over year is always the first place I focus. And the easiest way. To start that increase because you can't obviously that's you're waiting a year to see if so it's a very lag metric.
It's, you look at it after the fact. So you've got to do something up front and track a metric to make sure that you are even approaching that attainable year over year growth. quickest 1 for that is just reappointment rate. them while they're in the practice? And if you're not anywhere between 85 and 95 percent, then you're actually deteriorating your practice growth year over year.
And every practice that I've ever gone to is like, oh, we're killing that. We always reappoint our, then you go look at, they're always at 60 to 65 percent. I'm telling you, everybody right now on the things on your podcast is going to be saying, no dude, we're. We're at 80 percent easy if they had a number that actually pulled the data, I guarantee between 65 and 70, 60 to 70.
It's always
Michael: there. That causes it
Brad: to decrease. And there's statistics and I don't want to butcher them, but there's essentially there's a certain. recare patients that return and a certain percentage of new patients that return. And so if you're below 30 new patients a month, which majority of practices are, I mean, both of these practices that we just got are well above that, but a lot of practices are at that 30 to 50 new patient range.
If you're at 30 new patients are below and you're below I think it's 75 percent reappointment rate assuming they're going to come back, then you're going to have an actual deterioration of patients. unless you have obviously some sort of strategy to then reactivate them, but then you're doing double work on the backend rather than just doing it on the front end while they're in the practice.
All of a sudden, now you're employing my company full schedule to reappoint your patients for you, which then is another added expense, right? Um, Rather than just doing that job up front and tracking performance of that job, making sure your people are doing it. Gotcha.
Michael: Okay. So continuing care growth and then reappointment.
Brad: Well, yeah, so really continuing care growth year over year, all that other stuff was just about continuing care growth, but that's where I would focus. Initially the 2nd most correlated is Dr. Days, Dr. Hours, call it whatever you'd like. It's a very easy one to think about, but I mean, the less days that you're open, the less money you'll make.
and this is to profitability. I'm not talking revenue. So. There's a lot of practices that have this super concern of like, we don't have enough patients, so I'm not going to open another day. But the statistics show that you open another day, you're going to be more profitable. Even if you think you're not ready yet.
If you open another day, you're going to be more profitable. And it's just, you know, open it up on, Google and you advertise for it and you put marketing out for it. You may be down for a couple of months, but for the year, you will be more profitable just to open the day and be there and your people will figure out how to fill it.
That's number 2. Number 3 is, number of indirects, and this is a challenging one because you can't obviously set a quota on your doctors doing number of indirects, but it is just a very highly correlated metric. Doctors that do more indirects make more money.
Michael: So more indirects.
Brad: Yeah, indirect
Michael: restorations.
Yeah. Gotcha. Okay. The first one, reappointment rates. Man, that's pretty huge. So like when you come, when it goes to that, The system that you utilize that Brad utilizes for making sure reappointment rates happen is Hey, right when they're in the practice, we got to get them on the books for the next appointment Now what would happen and I'm sure you've experienced this many times, but like, you know how people complain like the no shows, right? What do you do for that?
Brad: so there's going to be no shows. A good no show rate is actually 15%, which is still a ton. And that's a good no show rate, right? Traditionally, I'd say most practices are probably in between 20 and 25%. Which is a huge slide. And yes, you need to work your very best to capitalize on bringing those patients back in.
doesn't really in my metric calculation, it doesn't go into reappointment rate. Because reappointment rate is if you came if you did a dollar of production, we counted as a completed appointment, and then we check for the next appointment schedule.
So, we don't count that into reappointment rate. But yeah, we have strategies around and we actually do you know, heavy confirmation, and then. And so if they don't show, we usually know why and then if they're not there within 5 minutes, we call them and text them. And then if they're not there all day, we, you know, we reach out to again, try to reschedule appointment.
But I think most practices do that. That's kind of like the easy low hanging fruit. you're not doing that as a practice, you've missed. That to me doesn't even have anything to do with metrics other than understanding your no show rate which brings me to my fourth metric, which is a percentage of firm financial arrangements, which is different than what I was taught historically, but in my data.
Now, it has changed and from financial arrangements, this means collect in full for any appointments you put on the schedule with the exception of obviously like hygiene exams and be patient. You can't collect before they're there. But if you're going to put a root canal and a crown on your schedule, have it paid in full before you put it on there.
Michael: Okay. Is there a specific script you kind of like mentioned when you're like, Hey, you got to pay us in full.
Brad: You know, surprisingly, it's not super challenging. You just say we do collect in full for our procedures. Before we put you on the schedule and then you basically just say, how did you want to pay for that today?
And then if they ask questions you just say well our doctor's time is valuable so we really have to make sure that the people are going to show up that say they're going to be here and usually when people pay that means they're going to be here and people really understand it They're not turned off by it at all. Like if they're really planning on being there They're going to pay for it. Anyway, the only thing that we do is If a patient's like, you know, I don't get paid till Friday can you collect for me on Friday? Then we'll say, yeah, and Norix has a great tool.
You just send a text link. So you put a little reminder and, in a calendar, and then you send them a text link on that day and they pay over that. And if they don't, then you have to pull them off the schedule because. you can assume
Michael: that they're not going to be there if they haven't paid. Yeah, that's true.
So then these are like the four main metrics we want to keep looking at. What are, in your experience, what are the numbers or the data that you notice or you see like in the forums or on Facebook or something where practice owners are talking about it, they're looking at it, but in your mind, Brad's mind is like, man, that ain't even that important.
Brad: Interestingly enough, new patient count, it is important. get me wrong. You have to have a new patient count to grow your business. But there's so many clinicians that come out of school that are, they don't even care. You're continuing care patient depth. They just care. Like if they're coming on as an associate in your practice, they want to know how many new patients.
a crazy skewed metrics. 70 percent of practices established over two years. Their revenue comes from continuing care patients. 70 percent of the revenue. So 30 percent of your revenue only comes from your patients after two years. So if you're in your first two years, yeah, hit the marketing hard.
Make sure you're doing your reappointment rate. But after that second year, you should be focusing very heavily on your exams what's going on there.
Michael: then, Right now, one of the questions I wanted to ask you is what can a dentist do today, practice owner, to improve their marketing or their business?
Brad: marketing honestly.
Michael: Or their business, or their business in general. I'll
Brad: give you, I'll give you my basic marketing rundown and we're, averaging about.
Anywhere from 60 to 80 new patients a month at both of our practices, and it's super basic, and there's plenty of practice out there that can do much more than this, like Abundant was, really approaching 100 new patients a month, but they spent, you know, a ton of time on marketing. This is like me in my spare time while I'm also not managing operations.
And helping, you know, look for new practices, but this is, it's super basic. You need, Google ads and you need a really high Google score. and that's it. If you have Google ads a low Google score, you're just torturing yourself. So make sure you have a ton of reviews. Make sure as many of them are as five stars.
Don't do anything shady. Give them the experience that they want. And if you have those two things in place, patients just find you and they come. At least that's in my experience. And then we also have strategies that we're on, certain streets with 20, 000 cars passing with high visibility.
Like obviously those things matter. But outside of that, that and sandwich boards and the new patient special, we don't do much.
Michael: With your Google ads budget, what's the budget look like for there?
Brad: 35 an office, we try to stay below 1. 5 percent of revenue. And really right now, we're at like, 0.
8 percent of revenue because. We just don't need to keep spending it. So 3500 a month is what we. What we were doing and then we just never really upped it and we don't really have to
Michael: you're doing pretty good like 60, new patients and everything like that. So that's really good, man.
Awesome, Brad Thank you so much for your time, man I truly appreciate it But before we say goodbye if anybody wanted to reach out to you for questions or anything like that, where can they find you?
Brad: man, I got I got a ton of email addresses. Let's do a Brad at MountainWest. Healthcare. Alright,
Michael: Brad at MountainWest. Healthcare, you said? Alright, so that's going to be in the show notes below for anybody who wants to to Brad. And Brad, thank you so much for being with us, man. It's been a pleasure. Thanks for having me on.
Brad: talk soon. Bye.
Unlock the future of your dental practice with Kleer, the ultimate membership platform trusted by thousands of dentists for unprecedented growth and patient care.
For a 1 on 1 demo with Kleer, visit our special link! https://www.kleer.com/partner/the-dental-marketer
In today's Monday Morning Marketing episode, join us as we dive into the world of dental membership plans with Eli Salls from Kleer, the cutting-edge cloud-based membership platform trusted by thousands of dentists for growth. Eli unpacks the critical topic of "team buy-in" and emphasizes the paramount importance of securing your team's trust and enthusiasm when implementing a membership plan. With data showing that a staggering 70% of business initiatives fall flat, having the team in full support is of utmost importance. Eli walks us through the five essential ingredients for achieving a successful team buy-in for your membership plan, so yours reaches maximum effectiveness. Discover how to identify strengths and weaknesses within your team, effectively train them on the plan, and craft enticing incentives that make embracing the membership plan a joyful experience. We'll learn the art of assigning champions for streamlined system implementation and how to take your dental practice to new heights.
Don't miss this episode for invaluable insights into creating a thriving dental membership plan with your whole team on board!
You can reach out to Eli Salls here:
Website: https://www.kleer.com/
Email: eli@kleer.com
Linkedin: https://www.linkedin.com/in/eli-salls-a6280b186
Other Mentions and Links:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, what's up Eli. So talk to us about membership plans. What can we do? What advice or suggestions do you have
Eli: to grow it? Yeah, definitely. First and foremost, thank you, Michael, for having me on. I appreciate it. But yeah, membership plans. So I think a lot of the content we see.
Existing out there right now discusses the benefits of having one, the why around that, also the house. So how to build one, how to market one, how to effectively manage it on that day to day. But what we, I think miss a lot of times is that bigger question. And I think it's, one of the biggest and most important things, with any system that you're going to implement in a practice, but.
Definitely with a membership plan. And that's, how do you get that team buy in? So how do you get people excited about this? How do you get everyone from whether that be the front desk, office manager, hygienist, all the way back to the doctor, talking about this. And that's how we see the most effective practices operate is when everyone's on the same page.
You've got a good culture. You've got that team buy in. We have data from McKinsey and company that says about 70 percent of business initiatives whether it be a dental practice or any business tries often fail. So 70 percent of those, and when we look at this, it's not because people are doing these for the wrong intentions.
I mean, you're always trying to improve your business, Whether that be enhancing patient care, up brand awareness, improving profitability, driving case acceptance, you name it. These initiatives exist for some reason, but they often fall flat. And the reason we see a lot of times is just because, the leaders that are implementing them again, they're seeing big picture.
It's all for the right reason, but they're not necessarily looking at the day to day work and the people that are going to be boots on the ground, actually implementing this and really working with them and having their hands on it every day. And there's a lack of buy in from those people that are actually responsible with maintaining and making sure that this is, you know, an effective system in place.
Once that initiative is set up, we often see that it just falls to be another task that the office has to perform. And it can be kind of. thrown to the wayside and people forget about it. There's really 5 different things we look at when, trying to get that buy in from our offices we coach our doctors and office managers on how to really get that excitement up there and make sure that.
It stays there so that we have that long term success with these plans. And again, these are things that can be applied to most systems within a practice, but going to be looking at it mostly on the lens the membership plan because that's my specialty. um, the five things, first one is. Kind of Like a bottom up approach. So looking at your team and, as the leader, the strengths and the weaknesses of each one of your team members. So really leveraging those strengths and being aware of those weaknesses to be able to put people in the right positions when dealing with a system, a membership plan So you want to set people up for success and you want to make sure that you're implementing this in a way. That people can execute on it. You also want that collaboration from the bottom, from the people that are going to be touching it every day, to make sure that it is something that they can do, that they understand how to do.
And again, that they're just set up for success. This also comes down to role modeling, right? So the leader. As the leader, whether that's the dentist, the office manager, whoever's the champion of the membership plan in your office, you need to make sure that they're role modeling that behavior.
So you want your team to be excited about it. You need to be excited about it. That energy is contagious. So just making sure that, if you're asking your team, Hey, why aren't we talking about this? And you as a leader haven't been talking about it at all. Maybe it's time to do some self reflection on that.
So really leading with purpose and being that role model that you want. so it's kind of a bottom up, making sure that you're, taking those people that are going to be touching it into account, but it's also, top down from the role modeling perspective. So the second thing that we preach as far as making sure that we have that buy in is, educating or training and then making sure that you're retraining.
the education and training is, really around everything, membership plan associated. So that might be the value around it. So why? Are we offering this to our patients? Why is this better than pushing them into the PPO marketplace? And why is this easier for us than having to deal with those PPOs?
as far as efficiency and ease of use and everything. But really your team needs to understand that and needs to understand why you as the leader have decided to go this route. So educating them around that value, and then also educating them on the actual.
Admin of this, the actual, implementation. So how do I sign up patients? How do I talk to patients about this? How do I present it? Where are the resources I need to be able to do so? and that, again, that's all the education and training, and that's the front loading.
You need to make sure at the beginning, everyone has this, but it's not a set it and forget it thing. Dental practices. No, they have a million and one different initiatives happening and you need to circle back on them. I mean, maybe it's been a month, two, three months since you've gone over all of this with your team.
you got to circle back and make sure that everyone's still on the same page and everyone still has that knowledge and knows how to present this and how to really implement it on the day to day. As well as with that retraining having those resources readily available.
On demand or however it may be, to be able to reference them when necessary
Michael: when it comes to real quick, the retraining. Let's just say we sign up with clear We get to know the admin. at the same time. do we get someone that teaches us when we sign up with Clear?
Eli: Yeah. Let's just say real quick from day
Michael: one, someone's teaching us, we're learning where the team's learning to their training. So the retraining part would be what it's more like, Hey guys. Every month we talk about it. We're like this is the scripts We should be using to present it into people or is that
Eli: what you mean?
Yeah, so I mean I can't really put a one size fits all, but yes, pretty much So whatever cadence you think your team needs the other thing is too is we're seeing a lot of turnover in dental teams as well. So making sure that if someone new joins the team, are they getting trained?
You know a lot of times you'll be like, oh went through that we signed up with clear Everyone knows that you get new staff members. Let's make sure we're training them. But yeah, and whatever cadence you feel is effective and good for your team, that's monthly, if that's quarterly, maybe it's yearly.
going back and making sure if you have scripts that you're recommending. That everyone still has those scripts and is up to date on those and just running back through the plans. You might be selling these plans as a front desk person, but you might not have looked at them in a while.
Do you know what's on those plans? Just look back, make sure that uh, you're referencing that stuff that you went over when you first implemented it. awesome. Okay. I like that. All
Michael: right. So number
Eli: three, number three and four kind of blend together. So the number three is make it simple.
That just makes it easier on everyone, one of the big benefits of a membership plan, everything's there in black and white for both your staff and for the patients. I'm paying this much a month or a year and I'm getting this and this much off of additional treatment.
You don't have to worry about, oh, if I hit this much or, you know, your waiting periods or, you know, all maximums, all that. Membership plans just because of how they're set up are simple to begin with, don't over complicate that process and make it simple for a your staff to be able to present and be for that patient to understand what they're getting out of it.
And like I said, I mean, This is for any system. I think you've got to try to make it as simple as possible. Membership plans conveniently kind of lend themselves to that because it is such a simple kind of concept and simple plan for patient and practice to be able to talk about.
And then number four is. Make it easy. make those systems that your people, your office team are going to have to use on a daily basis. Make it as easy as possible for them. How are we tracking this?
Do we have auto renewals on so that we don't have to go back and check every time a patient comes in? Hey, are they up to date? Do we have a portal I That is tracking their benefit status is tracking whether, like I said, whether they've made their payments, things like that. And is it an easy process for them to sign up?
Do they have to fill out like a huge long paper form? Or is it just a quick portal where they just throw in some information? Do you have integration with your practice management software to be able to do that even quicker? These are all things that clear can offer. But just if you're looking things.
Overall, I mean, just make it as easy as possible. If you want something to stick, you need it to be simple and easy for that team or else it becomes another chore. It becomes another task and people are going to prioritize the things that are easiest path of least resistance, So make it as simple and easy as possible for that team. and you'll see a lot, better buy in. And then number five, I think this is probably my favorite of them incentivize or gamify this whole thing. Run fun competitions within the office. It doesn't have to be anything crazy.
So our platform allows, it's a fun little feature we added recently, it allows you to attribute which staff members signed up patients. it gives you like a little gold, silver and bronze trophy for those people that have signed it up and you can run different reports to see between which dates and things.
So what we like to recommend to our offices is, hey, do a sprint or just do a quick competition. Whoever signs up the most this week. Gets a free 5, 10 Starbucks gift card. So they get, coffee. Or maybe it's something bigger. You know, If the team hits X amount of signups, we throw an office party.
Whatever works for your team is going to move the needle for your team. You know, Your team, then that's something that you can put in place. have a way to track those signups and have fun little competitions. I mean, People are going to be more receptive to something they can see.
They can hold. And that is, right there for them, instead of, Hey, bigger picture. This is going to be great for our, patient care, patient acceptance, revenue. Uh, These are things that are great, but your office team might be like, okay well, I've got. A million other things to do.
You say, Hey, we're having a fun competition. Now you're, you're upping that culture. You're having a more fun time, just overall in the office and it gives them something to strive for, right? Everyone wants to be great. Give a fun competition. And I think that can really help with that buy in and the culture piece that so many offices struggle with.
I like that,
Michael: man. The gamify, I like the sprints. Throughout this process, you mentioned it in number four, make it easy. Where do you guys from your research, because I know you guys have a lot of data, right? Where do you mainly see people drop
Eli: the ball?
Michael: because I feel like people spend time like okay, you know To hop is visit to pro fees all these things, right? then they get excited. They're like all these people are gonna somewhere The ball drops within that year of like, what
Eli: happens?
that's a great question. And I think it really, a lot of it does come down to this, buy in piece. So it's just the leadership or whoever's making the decision to implement this are like, this is going to be great for our office. We were going to be able to increase revenue, increase treatment acceptance, but somewhere along the lines there, the people that are actually using it, either, they don't understand the value of it or you know, People are prewired in dental to be like, okay, PPOs. If I have an insurance plan, I go to the dentist. If I don't, I don't So the whole mentality around membership plans I think it's beginning to shift and people are understanding it more, but it can be a little bit of a retraining of how you think about coverage.
And making sure that everyone, whether that be the patients or whether that be the staff have had that little bit of a rewiring and understand, Hey, this is another option that is just as good, if not better than my employer funded insurance plan, and it's going to provide great treatment for people that may not otherwise have that access.
So being able to Build that value, I think, is where a lot of people, it's a lack of understanding on both staff and patient side or sometimes it's the other way. Maybe the staff understand and the doctors just like, don't really get it. The PPO thing has been working for me and they don't look into the advantages of having that membership plan.
And then they don't role model that behavior. And again, it's just another initiative that falls by the wayside. lack of understanding is where we usually see the ball dropped. Yeah,
Michael: I like how you guys mentioned you have to have a champion for this, right?
Cause they're the ones who are gonna take the lead, hold each other accountable. Cause if everybody's feeling like they're accountable, nobody's really gonna be accountable, right? But if you put one person to champion it, you can even give them the, lead way to be like, You're in charge of starting like four competitions whenever and during the year, right?
But it can be sprints or there's so
Eli: much. Oh, man. There's so much. Yeah. building that accountability is huge.
Michael: I know you guys mentioned that you increased production by 172 percent with the membership plans. How you do that?
Eli: Yeah, so I mean, really what it boils down to, and I always tell doctors when I'm talking to them about this is the recurring revenue.
It's great. Obviously, you get that coming in. It increases valuation. You have just passive income, from the subscription, but really where doctors are going to be making their money here is that increased production from increased Absolutely. Absolutely. case acceptance. And the reason that happens is because when those members come in to get their pro fees done, normal checkups, that gives you the ability to a build a better relationship with those patients, which then makes it easier for them to say yes to that treatment because you've, created that trust.
And you also have more opportunities to be able to diagnose them for more treatment. Just getting them in the door that's the big thing here. Getting them in the door for those pro fees, they're going to come in two to three times as often. It gives you more opportunity to a build trust and be get them to accept more treatment.
And that's where we see that huge you know, boon and, both production case acceptance. All right,
Michael: man.
And I know we talked about this before a little bit in the episode, but you guys have someone Directed to me, right? Like a point of contact who teaches me, who will help me market it and stuff
Eli: like that.
I don't know. when you start off you're assigned an onboarding specialist, who's going to help you set up those plans initially give you all the best practices, around. Marketing the plan, talking to patients about the plan. And also we'll do those training. So, And we'll hop on as many calls as we need to with an office.
If you need to set up 234 million, we'll do as many as you need. Just make sure that everyone's on the same page. So that's our onboarding specialist. And then after you get through that initial hurdle of implementation, you're going to sign a dedicated account manager, which will then be your point person.
And we also do have support. That is based right here in Philadelphia where, the whole team is. So you're not going to be talking to anyone overseas or in a call center. They'll field all those questions and they actually field questions for both the patient and the practice. So if patients have questions around the clear, membership plan, want to change payment methods update passwords, stuff like that.
Our support team will take that off the front desk so they don't have to worry about it as well. So we're big on the people, the implementation piece, making it as easy as possible for the office to be able to implement these plans.
Michael: Nice man. Awesome. And also congrats on making it to the Inc 5, 000, man.
That's
Eli: really good. We're very proud of that and hopefully we'll be back again next year.
Michael: Yeah, man. Awesome. So if anyone has any questions or concerns, where can they reach out to you?
Eli: Yeah. So you can definitely reach out to me um, either on LinkedIn. It's just Eli Salls L I S A L L S, or you can email me Eli, E L I at clear K L E E R.
com. And then if you're interested in hearing a little bit more, we actually have a landing page set up for the show. So it's going to be clear. com slash partner slash the dash dental dash marketer. And you can just go there and, and, uh, request a demo and we'll give you a little more information, but anytime, feel free to reach out to me.
I'd love to be a resource.
Michael: Awesome. So guys, that's going to be in the show notes below, reach out to him. And at the same time, Eli, thank you so much for being with us. It's been a pleasure and we'll hear
Eli: from you soon. Yes. Thank you, Michael.
Ready to supercharge your patient influx? Click the link below to grab your FREE e-book now: "10000 Patients | Tested and Proven Methods to Bring in New Patients This Week!" Don't miss out on these game-changing strategies for your practice! 👇
[Click here to download your FREE e-book]
%20Large.jpeg)
Guest: Michelle Affanato
Business Name: Affinity Management
Check out Michelle's Media:
Website: http://affinitymanagement.co/
Email: Michelle@affinitymanagement.co
Facebook: https://www.facebook.com/michelle.affinitymanagement
Instagram: https://www.instagram.com/michelle\_affinitymgmt/
Michelle's Podcast: https://accelerateyourdentalpractice.podbean.com/
Other Mentions and Links:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- How do you find the perfect amount of experience in your new hires?
- When to hire, and how many people should you look to hire before your opening day?
- What training is essential before opening your doors? It's not about the quantity of patients coming through your door day one, it's about the quality.
- The is no such thing as down time in a startup practice - your open slots can be used for marketing!
- How to get your team comfortable with asking for deposits, and how effective are these?
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: All right. It's time to talk with our featured guest, Michelle Afanato. Michelle, how's it going?
Michelle: going great. It's going great.
Michael: Wonderful. Wonderful. Massachusetts. It's about to get real beautiful out there pretty soon
Michelle: here It is I love fall in Massachusetts. Probably like my favorite season.
Michael: Yeah. Yeah, it's really good It's like, you know, not too hot not too cold or anything. Just perfect.
Michelle: Perfect and very colorful.
Michael: Nice. Awesome. So Michelle, let's dive into a little bit of your area expertise But before we get into that, can you tell us how you? Cut to where you are right now.
Michelle: Yeah, I've been in dentistry since I was 15.
Ironically, like my mom was like, you need a job. So she just called the local dentist and I went in and I started pulling and filing charts on the weekends, then kind of learned the front desk, worked my way up, went to school to be a dental assistant, but was cross trained. So I knew the front, I knew the clinical, um, and I kind of like worked my way up and out of an office.
So I was office manager. I've done a lot of things. And finally, I was like, I think there's more for me. I need to to branch out and help people, not just 1 office, but multiple offices. So I did consulting for a little while, just here in New England with existing practices and acquisitions. But I was really drawn to the startups.
and so I left that for a little while, and then I went to work at a local bank and did the, um, financing for startups. I was kind of the person inside that was making sure they could repay the loan, kind of tracking the metrics for them. and then I went to a company, uh, I'm sure a lot of people know Ideal Practices, uh, that just worked with startups.
So I worked there for a while and got really, in tune with what the startup doctors are looking for, what they need to have a successful practice. And then most recently, about two years ago, I went out on my own. So now I can serve not just startups, but anybody looking to be like a first time practice owner, whether it's a startup or an acquisition.
Michael: So you've been in dentistry for Oh, wow. A lot
Michelle: of, a lot of years.
Michael: Yeah. For a minute now. Awesome. So then you are now working specifically as a consultant for startups and acquisitions or?
Michelle: That is correct. I mean, I, I do a lot of, team training too for, That I do for like a two week boot camp that I do to get them on boarded so they have a good foundation when they get into the practice. So
Michael: then Michelle, what's your area of expertise?
Michelle: My area of expertise is working with the dentist to help them. Understand the business side of the practice, right?
They go to school to be clinicians and great clinicians, but all of a sudden they want to own their own practice and that's a whole other world for them. Mm hmm.
Michael: Yeah, it's super different. And I remember when, um, I went out there one time to, with Ideal Practices to speak a little bit. You knew a lot. You can do a lot. Yeah. I can do a lot. So if you don't mind me asking, What specifically were you doing? Uh, that was it like just, uh, building their analytics or, or the team training that you were doing or.
Michelle: When I was with idle practices, I did a little bit of, of everything, like the training, helping them, you know, hire the right staff, discussion with like marketing, internal, external, ground marketing, setting up the systems and protocols, training the staff to make sure that everybody.
New what they were doing on opening day, right? It's not just about opening those doors and seeing patients on the first day. You want to have an excellent patient experience. As well as like, you know, some solid systems. You want them raving about you and writing that five star review. Like, wow, I can't believe this was their first day.
So, and then working with the doctor too to understand the metrics of the practice. You know, a startup is, is unique. And every startup is different. So, working with idle practices, I probably opened close to 200 startups. And I can tell you there were not two that were alike. Every doctor's vision is different.
They want to do things a little bit differently. You know, their philosophy is different. So, you know, you have to be able to adapt to that and help them support their vision.
Michael: Can you break it down for us and tell us what do we need to have in place for opening
Michelle: day? Yes. I think it's really important that you're hiring, team members and it's the appropriate amount of team members.
Uh, you can't overstaff.
so having staff, uh, team members that have experience, but not too much experience. I kind of like the 1, 1 to 5 years of experience because they have a little bit of knowledge, but they're also willing to adapt to your way. I'm not saying that somebody with 10 or 20 years of experience isn't going to be great for your practice, but they tend to like to do things their way.
And a lot of times what I have found with the younger doctors is they try to run the practice and it's not the doctor's practice. So making sure you have the right people on board and taking the time to make sure everybody is trained. Before you start seeing patients, a lot of times you, you know, you get that certificate of occupancy and you're really excited.
You're like, I got rent that I got to pay. I have bills that are coming in. I got to start seeing patients. But if you don't take the time to properly train your team. You know, it's not going to be a great patient experience and you could be losing money if they're not billing correctly. If they're not answering the phones correctly, and you're not getting the patient scheduled.
So I typically say, take 2 weeks, and it doesn't have to be 14 days, but if your office is going to be open 3 days a week to start, it's 6 days to train them, the clinical side and the administrative side, so that when you open your doors It doesn't feel like it's the first day.
Michael: So then, let's, let's rewind a little bit.
I just got the certificate of occupancy, and then I'm like, okay, now I need to start, I got like one person that I just hired that I think they're fantastic and everything. How far out should I start, like, okay, so opening day is, you know, rent's coming up, my, the contractor had so many delays, I'm already starting, my free rent's almost over, right, kind of thing.
How far out? Should we say, okay, opening day is this, I have one team member right now, who's learning open dental or Oryx, right? how do we do this now?
Michelle: I always go backwards from your anticipated opening day, right? You get the construction timeline, and I, you know, you want to make sure that you're staying constant, contact with them to make sure that there's no delays or whatever.
But we go with the anticipated opening day, and then I go back. Eight weeks. That's when you should start hiring because it takes probably a month, maybe a little bit longer to get somebody on board. They got to give two weeks notice if they're working somewhere else. You want them hired and ready to work for you two weeks before you're ready to start seeing patients.
That way you can get trained. You're answering the phones. You're getting patients scheduled. They're learning everything like the software, the phone system, you know, insurance stuff, they're getting that all ready for you. So I have seen, you know, I do, I do watch the Facebook groups. I watch a lot of this and, and I do see some doctors panic.
I'm opening next week and I don't have my staff. What am I supposed to do? it's better to start sooner. Eight weeks or so. And even if you're delayed, usually if you're in good communication with this employee, you can let them know and then they can even delay giving their notice if needed.
Michael: Gotcha. Okay. So then can you give us like a checklist? What needs to be trained? What needs to be, let's just say, okay, I want to be super confident or at least 90 percent confident tomorrow opening day. What needs to be on that checklist?
Michelle: Yeah, absolutely. Um, you definitely need software training and I require that for everybody, even if they've used the software before, because chances are they never got properly trained by your trainer and have learned like some bad habits along the way.
So everybody gets software training. you want them trained on telephone skills, how you want the phones answered, what information to be collected. You want them trained on scheduling, presenting your financial protocols. case presentation, if you're working with any third party financing companies.
You want them to have training on that. You want them to have training on the insurances. What are you in network with? Are you going to be using a company to outsource eligibility and benefits? If so, they're part of the team too. And you guys have to talk about like, how are you going to communicate and get the information over to them back and forth?
you also have to be trained like clinically, they need to know how to use the sterilization area, how to do maintenance. On the units on on the mechanical equipment, you want to make sure that your x rays are working. Nothing worse than day 1 going to take an x ray and like, nothing is set up properly and I usually recommend that you bring in a patient.
A close friend or family member to come in and that you can practice this all on. You check them in. You go through the flow. You know, if you're using Modento or next health or any of those like 3rd party ones, like, how can they fill out the forms? What is the ease of use for the patients? You check them in.
You do, an office tour. If you want to, you can get them seated. You do. Like an exam x rays and if you want to do a pro fee, make sure the handpiece works, go ahead and do a pro fee, but you're not going to go do an implant on them. You're going to do something simple to make sure you have everything you need.
And that all of your equipment is working, you check them out, you collect a payment from them, uh, you do everything that you would do with a regular patient. So you've kind of got the like first aid jitters out of the way when you're seeing this patient.
Michael: Okay, so like a rehearsal, right? Yeah, exactly.
Gotcha. So it's. Software, telephone, scheduling, case presentation, insurances, clinically, x rays, right, making sure all the tech is in the clinical side doing good, then you want to practice all of that with a new patient. Do we do any type of, also we're going to rehearse, like, internal marketing, like how to ask for reviews and things like that, or?
Michelle: Yes. Yes. I mean, there's so many things to, uh, to name off. Like, yes, definitely asking for reviews, extremely important. And one other thing I stress, is when they're answering that phone. They need to get that referral source. How did that patient hear about us? Because you're doing a lot of different marketing things when you're opening your practice and we need to know what's working a lot of the marketing agencies.
They have great tracking in their dashboards, but they really only track until the patient makes the phone call. They don't know like if the patient showed up or what your treatment plan is for them. So it's really important that every single new patient comes in the referral sources entered. Into the software.
Michael: So you put in the referral source, like let's just say, Oh, I heard you from like Michelle, right? My friend of mine who works downstairs from you or whatever and then do you also track how much treatment they? Put down.
Michelle: Yes, absolutely Okay, why? Uh, because you want to see, like, especially if it's word of mouth, that's one thing, but if you're paying marketing dollars or you're taking the time to do some of this ground marketing things, you want to see what's working.
So for example, I had an office a long time ago that before opening day, she had over 200 patients on her schedule, but she was sending out postcards offering, you know, a 59 new patient special. And what we found was a lot of those patients. They were coming in for the first visit, but they weren't scheduling their recare appointments and they weren't scheduling treatment.
They were kind of bouncing to the next office that had a special for them. So great that you had 200 patients when you opened the door, but you weren't able to retain them. Now, I also had another office that sent out postcards and said to me, Michelle, I think it was a failure. I think the campaign was a failure.
I only got six patients, but I looked at it and I said, from those six patients, you've got 35, 000 worth of treatment. So they were patients that came in and actually needed something and came back for that work. So you have to look at it both ways. You've got to track and say, like, it's not just the quantity of patients that are coming through the door, but it It's the, um, the quality of that patient.
Mm hmm.
Michael: Yeah, me personally, I'd rather have like, less but more, you know what I mean? Like, less patients, less stress, but like, they care and the quality, then a ton of them and they're like, why discounts and stuff like that. So, okay. This is a good checklist then. Now, If we were to, if we were to say, Michelle, I need you to hire the people for this.
How many people do we need for this? let's just say one has like, I need you to hire as minimal as possible. And then one's like, I don't care. There's the, hire as many as you need.
Michelle: So I always look, and I talk to the doctor about their vision too, because I ask a lot of them, are you willing to do any hygiene in the beginning, if it's a general practice or a pedo practice, right?
Are you willing to do hygiene? I have some doctors that say, yeah, I'm totally willing to do it. And I have other doctors that say like, absolutely not. So that doctor there is going to have to hire more people. Like you're probably going to need a hygienist in there. but a doctor that's willing to do some hygiene, even if it's for a couple months, you're going to save a Now, there's a big debate on this.
So, could you hire a hygienist and maybe have more production coming from the hygienist and, you know, be able to do more same day dentistry? Yes. Right now, hygienists are commanding a very large salary. And as a startup, your budget is very tight in the beginning. Working capital is, is very lean. So, that is a really personal choice on the hygienists that I would have with the doctor.
But typically, it would be one front office person and one assistant to start. I would also... Again, it depends on the doctor. Uh, what are they doing for marketing right now? I'm working with a pediatric dentist in Colorado. She's not opening until, January, like end of December, beginning of January. She had a very unique situation and people are flocking to her.
She already has 200 people on her list. She's going to events. she's not open until January. She's doing events. She's already going to pediatricians and general dentists and everything. So, in her case, we're going to need more than one front office and one assistant because we already know. And these people, they're holding out.
They know she's not opening. And they're like, we don't want to go anywhere else. We want you. Kind of followed her from a previous location. So you have to hear the story of the doctor and what they're willing to put in ahead of time to ensure that they have good patients, but a rule of thumb would be one front office person and one assistant.
And if they were both cross trained, that's a bonus.
Michael: Okay. Gotcha. Gotcha. So one front, one office. Yeah. So one can worry about the clinical side. One can worry about the front, like the telephone, the scheduling, case presentation, right? And then, so forth. Now, people listening to this, not all everybody, some, we have some listeners, right?
We have a lot of listeners. But one that, let's just say, they're listening and then they're like, Ah, opening day has passed. Can you do this on like a random, like, hey, open house day, kind of thing?
Michelle: Absolutely. any of this. So if you opened your office and you didn't do all this training or you didn't do all this marketing, most startups have time in their schedule.
Most startups are not completely full. So we have time and you block it in your schedule. So there's no such thing as like downtime in a startup. If you have open time in your schedule, you're going to do marketing. You're going to get out there. You're going to see what events you can do. You're going to make TikToks and stuff for social media.
You have to use that time to do that. In addition, if you didn't have the time to spend with your team in training, you utilize that too. It's never too late to start to do that, but you have to do it.
Michael: Gotcha, gotcha. So you're kind of setting yourself on the right foot when we have the first day, right? But if the first day has already passed and we're listening to this episode now, It would be like an open house kind of day, right?
We can kind of set it up for that. So then, how would you recommend, once we're open and we're listening to this, and we want to do this, would we follow the same protocols, or how would we change it?
Michelle: Um, I would follow, like, the same checklist, but it might be a little bit different because now you're open.
So some of the things would have to be a little bit modified, a bit. But you could use that checklist as a guide to make sure that you felt solid in each of those areas.
Michael: Gotcha. What things would have to be
Michelle: modified? so ahead of time, right? We don't always know. We think something should go a certain way.
Financial protocols, for example. a lot of people now are asking for deposits. To schedule an appointment. So maybe in the beginning, we said we're gonna ask for a $200 deposit for somebody to schedule for us. But now you've been open for two weeks and you're kind of finding like, oh, well people aren't scheduling treatment 'cause we're asking for this $200.
So now you have to reevaluate that system and say like, okay, maybe a hundred dollars is better. Maybe we need to, you know, change this or, you know, this is how we're answering the phone. we thought that would work from the beginning, but we're noticing a lot of people are saying, Oh, well, let me call you back instead of actually scheduling.
We'd want to modify that. Hmm.
Michael: Okay. So little adjustments here and there that can work for you when it comes to that, the deposit. It's interesting. You brought that up. Have you seen that work? Like where it's like, Hey, we need a 200 deposit first or.
Michelle: it's a little bit tough with new patients. But new patients are the ones you probably need it the most from, because they have the highest no show rates.
so, but definitely, I have offices that, like, it's mandatory, if they want to schedule a restorative appointment and reserve time in a doctor's schedule, they have to put a deposit down. And that deposit's non refundable. So if they don't show up, it's like their cancellation fee. If they do show up, it gets applied to whatever their out of pocket expense would be.
Michael: Interesting. you, did you notice like declined, but the quality of the patient showed, or was it more like nothing changed?
Michelle: No, it definitely helps. So there's a couple of ways you can go about it. Uh, and there's probably like a whole episode that we could talk about just that. Uh, because A lot of startups, when they open, are, you know, they take a lot of insurances, right?
We want butts in the chair, so we, we do take, you know, more insurances where, than an established practice that might be trying to phase out of insurance. So if they're doing that, a hygiene appointment is typically going to be covered 100 percent by insurance. So it's hard to get a patient to put a deposit down for something that is supposed to be covered 100 percent from insurance.
So I tell everyone, start with... The restorative start with the restore or scaling and replanting because they would have a copayment for that. and you'll notice the people that put money down. They're less likely to no show unless it's something really, really major. the people that don't put anything down.
Those are the ones that, like, they just don't see that value in it, and you do see a higher no show rate with them.
Michael: How much do you recommend
Michelle: we charge? Um, it depends on the area. Uh, I have some offices I would not do less than 50. I have some offices, the majority of them do, like, 100 or 150. Um, but I do know of a few offices that I've worked with that ask for 20 percent of the procedure.
So, like, if you're doing an implant or, like, you know, a bunch of treatment, It could be a couple hundred dollars that they have to put down.
Michael: How can we deal with the, I guess the, not conflicts, but the people who are like, are you serious? I have to, I didn't do it last time. What do I have to do at this time?
Like, what's going on? How do
Michelle: we do? Well, that's why it's great. A lot of startup doctors will say, I don't want to do it because I don't want to like, you know, upset any patients. No, you have to do it from the beginning because you're setting the rules and the tone, but people have to put deposits down.
Like, When I go to get a massage, I have to put a deposit down to reserve my time with her, or like hair salons, like it's becoming more common now. So I don't see much pushback from patients. Um, the only pushback would be like, I see some people saying like, Oh, maybe we are charging too much. So let's reduce it a little bit, but people are willing to do it because they have to pay it anyways.
And then it helps the office know if somebody can't put down a hundred dollar deposit for this crown. Are they really going to follow through or be able to pay for this crowd?
Michael: Yeah, I mean, are they serious or are they just like, yeah, I'll do it right now. Right. Gotcha. Okay. That's very interesting. So then there is no script really, right?
When it comes to someone who's holding back and be like, wait, hold up. I don't want to do that. I don't want to put a deposit. I'm going to show up, but I'm not going to put a deposit down. Shouldn't my insurance cover it? Right? Like, don't they? Is there a script for that
Michelle: stuff or no? I usually just let them know we are reserving 90 minutes, two hours in the doctor's schedule.
and yes, you do have some insurance benefits to help you towards that, but it won't cover 100 percent for this type of procedure. So we do require that you pay, you know, 100 deposit, which will go towards that out of pocket expense. So when you come in next visit, like you only have to bring for that visit. Most people are fine with it. but It does take, like, if you have a staff member that's worked in an office previously that never had to ask for it, it does take a lot of training and, roleplaying it out for them to be comfortable
Michael: with it. Yeah, I would totally want to roleplay, because I can totally see a staff member being like, let's just say Michelle came in, said to do this, they do it, but you know, the staff member maybe feels like uncomfortable saying that or doing it, asking for money up front.
Yeah. And then they kind of put themselves in the shoes and they're like, I would never do that. I would never pay. You know what I mean? So I don't know why we're making them pay when, and then they tell the doctor that, and then the doctor's like, well, you know, she's a good staff member. He's a good staff member.
So how do that?
Michelle: Well, I try, I try to head that off, uh, during the interview process. Kind of talk to them about it. You know, how do you feel like we do some high end dentistry? How do you feel about collecting money from people? we're going to be asking for deposits. Is that something that you would feel comfortable with?
I'd make it part of the interview process so you know ahead of time if they're going to be, because I have run across. quite a few front office people that will say like, you know, they have a hard time selling treatment or getting the deposit because they know themselves they could never afford it or wouldn't do that.
So you have to hire people that, have the right mindset towards it. Okay. What
Michael: if they've already been, what if they're working already? They're working and everything like that. And then we're, you know, they're listening to this episode and we're going to implement the deposit. We try, but then they're like, doctor, I would never pay.
I don't know why we're making, uh, where we're doing this, you know, how do we deal with it then?
Michelle: yeah, it's a little bit of a challenge. And because if they're a good employee, like all around, and this is the one thing I think if you sit down and really explain to them why, right, a lot of employees, they have no idea why we're implementing things.
We just tell them we need to do this. So if we explain to them why and help them overcome that doubt that they have, most likely they're going to do it. When they understand, you
Michael: know, yeah, so it's kind of like be patient, take the time to talk to them.
Michelle: Cause like I said, a lot of times in dentistry, I've noticed this, like working in an office and even, you know, working with doctors, the doctors, you know, we'll just come in and say like, we're changing our policy and this is what we're doing.
And the staff just is like, oh, okay, I guess, but they don't understand why. So if we explain to them like, hey, our no shows are up a lot. Like whenever somebody doesn't show up for this appointment, we lose, you know, four or five hundred dollars. Like we want people to come in here that are going to be serious about the treatment.
Because there is a lot of people that do want to get in. And if this person isn't serious, they're holding up a spot for somebody else that could get in. When you start explaining it like that to the team members, then they're kind of like, I get it. And it's also. To charge 100 or 50 cancellation fee, like that's hard to collect.
A lot of people won't pay it and a lot of doctors just end up writing it off anyways. This way we already know that patient is serious.
Michael: Oh, so instead of charging the cancellation fee, yeah, you know what I mean? Do you believe in that or no? Do you say like, no, don't ever charge a cancellation
Michelle: fee? Um, I feel like in some circumstances it's warranted, but to me, a 50 cancellation fee is not going to deter somebody, most, most patients from it.
for me, I would rather say, like, I'm really sorry that you can't make the appointment today because our next availability isn't until December. Them not being able to get in right away hurts more than them paying 50.
Michael: Hmm. Interesting. Okay. But that, the deposit... Pulls that back a
Michelle: lot. Exactly. Exactly.
Because we say to them, like, if you don't show up or you don't give, you know, 48 hours notice, you do forfeit that deposit and you'd have to put another deposit to come in.
Michael: Oh, so double deposit. Interesting. It works. Yeah. Yeah. I like that. I like that better than the cancellation policy. Interesting. Okay. So then Michelle, what can a dentist or practice owner do today to improve their marketing or business?
Michelle: Marketing, as you know, what works for one doctor does not work for every doctor. So you have to, you have to be willing to try. You have to be willing to step outside of your comfort zone. In order to do it.
And the biggest thing that I tell doctors is when you start doing something and you see it's working and all of a sudden you have an influx of patients. Every doctor tends to do this. So, like, I'm gonna take my foot off the gas pedal and I'm gonna stop doing marketing because I have too many patients right now.
And then I get a phone call. My schedule is sparse. Like, I don't have any patients. So when you find something that works. You know, whether it be sending out mailers, maybe it's going to an event at a, like a senior center or, or an apartment complex or going to the schools, whatever it is that works for you, keep doing it, just keep doing it and don't take your foot off the gas pedal because once you do that, especially in that first year of a startup, or even a first year of acquiring a practice, the second you do that, you will see it slow down.
So you need to make sure that you, you stay on top of it.
Michael: Interesting. Okay. And now these next questions are just to get into the head of someone who isn't totally involved on the clinical side of dentistry, right? What would you like to see more from a dentist? Oh,
Michelle: that's a good question. From a, from a staff perspective and being somebody that, worked both clinical and administrative when I was in there, I would love for the dentist to try to understand the administrative staff a little better, right?
They, they click with the clinical staff, the assistants, the hygienist, they know what they're supposed to be doing all day, but they don't always know what the front office team, what that administrative team is doing. So, I think, like, their tendency is to kind of hang out with the clinical team more. I think they need to hang out with the administrative team more and learn more about what goes on up there.
Michael: Hmm. Do you feel like there's a disconnect? Or something like that? A lot
Michelle: of times, you know, the, the complaint that I hear, I swear I hear from every single office or front office person, the office manager will be, he always picks on us. Like we're working so hard all day long and the phones have been ringing.
We've got patients checking in and out. We're calling insurance companies. And we literally took five minutes for us to just talk for five minutes. And they came up here and said, like, what are you doing? Why isn't my schedule full? Like, and they pick on them then. So I want them to understand, like, they are busy for the majority of the day.
Like, and everybody gets, should have a chance to take a break. But really understanding what they're doing up there. going back a little bit to the training, I truly believe that every doctor that owns their own practice should know how to schedule appointments, should know how to submit insurance claims, check benefits, post payments, because it gives them a better appreciation for what is happening up front, but also, you know, with the way, the staffing is right now, you could be left by yourself, and you should know how to do all of that stuff.
Thank you.
Michael: Yeah, that's true. That's true. Interesting. Okay. So a better appreciation for and how do you suggest we can do that? Like, do we have front office team meetings only or let's just say the practice has been running already. You know what I mean? Yeah. Like, how do we, how do you recommend we get a closer, I guess, understanding
Michelle: of that?
Yeah, I actually kind of like for the whole team to do something like, uh, You know, walk a day in my shoes kind of thing like sit up here with me so that you can see what I'm doing and just like I say to administrative team members like a lot of them don't have a clinical background. So when they're talking about treatment or understanding of schedule, they don't really know what's going on.
So I tell them, like, go in the back. Watch them do a crown prep. Watch them do an extraction. Watch them do this so you have a better understanding of it. So yes, administrative team meetings or just like if there's downtime for the doctor to sit up there and kind of get an understanding, ask them, ask the team, show me how you check benefits or show me how you, enter the insurance in there or show me how you post a payment.
Michael: Gotcha. So day in the shoe. I like that. I like that a lot. And then right now. What do you hate or dislike about dentistry?
Michelle: Honestly, the thing that I hate about dentistry or dislike the most is, and I know our listeners might be some actual like staff members, so I don't want to offend anybody, but I feel like the doctors are being like held hostage.
By the team, they're demanding very high salaries and there's so many people looking for staff members that like they're poaching people or like they're willing to offer the world and these startup practices, these small private practices are like, I can't afford these people or I'm just gonna have to keep paying them and sacrifice something else because I need good team members.
I don't like that that has happened in this industry.
Michael: Yeah. Well, how are you seeing, I guess, like your clients or you yourself, like, how are they kind of combating this?
Michelle: It depends on the situation. Every doctor is, is different. You know, I was with somebody earlier this week. That's like whatever they asked for.
I'm just going to give it to them because they're really good and I can't afford to lose them. And then I have another doctor that's like. I can't afford it. So I'm probably going to lose them and I'm going to have to hire somebody that has like little to no experience and train them because I can't afford the higher salaries.
So, it just depends on the situation.
Michael: So some people would just bite the bullet and do it. Yeah. And some people have to still stick with it. Because I've seen that. I've seen that in some practices where they're like, yeah, it's just, we're so tight. I have nobody who can do anything else, right? Like, there's nothing left.
It's a real tight team. Yeah. So yeah, I understand that. And then right now, what do you love about dentistry?
Michelle: Um, I think it's what I've loved like always about dentistry is just like, I love how caring The doctors are, they have the biggest, kindest hearts. They want to do everything for their teams. They want to do everything for the patients.
And I feel like it's a little bit to a fault sometimes, right? But I just feel like everything that is going on in the industry, like the challenges that we're facing, doctors, at least the ones that I've been working with, the passion that they have to make sure that they take great care of their patients and their team.
That's what I love. about it. It's why, like, I feel like I never work a day in my life because I just, I talk to these doctors and it makes me happy every time I get off the phone with them.
Michael: That's good. And then what needs to change in your opinion for people, the general population, to be more open to dentistry?
Michelle: Yeah, they need to get out of this insurance, dental insurance mindset because it is not, it is not insurance, right? It's a, it's a coupon or something with a lot of restrictions. It's there to help them towards the cost of treatment, not cover everything like medical insurance does or car insurance. And the patients, if the public were better educated on that, I think it would help a lot in dentistry.
We'd be able to sell more treatment to patients, uh, we'd be, you know, less stressed out about it because the doctors wouldn't be stressing about, I have to stay in network or else I'll lose all these patients. They could go out of network and get reimbursed higher. So I wish that there was something out there to educate the patients a little bit more on what the dental benefit really is.
Michael: Yeah, yeah, you're right. It's like a forever coupon, right? As long as the patient has it, it's always gonna continue to... How do you think we can start doing that then, in your opinion? How can we start? Educating the patients just like every patient that comes in. We talked to them about it or
Michelle: you can talk to the patients. A lot of offices do that, especially when they offer like a membership plan because they can say they can compare it. you're paying this much because patients don't know how much they're paying for their dental insurance because right if it gets automatically deducted from your paycheck, you don't know really.
How much you're paying towards it and showing them like, well, but this is what you're getting for benefits, but. You can only have 2 of these a year, or like this, you can only have done once every 5 years, or, the frequency limits. There's a lot of limitations there. the other thing, that offices do are, I have some offices do is like some of the larger employers in the area.
If they connect with the HR department, they can go in and talk to the team and start, like, explaining, like, this is the plans that you're being offered. By your employer. Let me explain it a little bit more in detail how it would work in a dental office for you.
Michael: Yeah, that's true. I think whenever we do like a lunch and learn or like, you know, the senior citizen home strategy or a lot of these other strategies where we're talking with even like a hotels, right?
We're talking to employees. And we get to the Q and a section of it, right of the presentation or whatever, like any questions or concerns, right? Sometimes the whole presentation is just questions. 90 percent of all of them are just like about insurance. It's all insurance. So the doctor's even like, why am I here?
I should have like, I was ready to talk about implants, but my front office should have came right and talked about this. So it's uh, it's interesting. Interesting how many of them, you know what I mean, are like, does my insurance cover this? What if I have this? Last time I tried to go in here and it didn't cover it.
So it's more of that stuff.
Michelle: Yeah. And for the patients to understand, like, just because a doctor is not in network does not mean they can't go to that doctor. 99 percent of the PPO dental plans allow you to see an out of network provider. And they just need to understand, like, what that means. so I think it's really like, I wish we could, you know, put something together for like all patients out there, like a news thing, a documentary, like something, a Netflix original , just , like dental insurance.
It's great because it will help you towards the cost of treatment, but it's not there. Like medical insurance, you don't pay your $50 copayment and they cover everything else.
Michael: Yeah, it's a whole different, different type of insurance. It's coupon. Like you said, Yeah. Alrighty, Michelle, thank you so much for being with us.
It's been a pleasure, but before we say goodbye, can you tell our listeners where they can find you?
Michelle: Sure. You can check out my website, which is, uh, affinity management. com. or you can email me directly, michelle at affinity management. com. And they can also find me on social media, Instagram, and Facebook.
Uh, just look at Michelle Affinity Management.
Michael: Okay, affinity. Is it affinity because of Afanato? Oh, a little bit,
Michelle: yes. Okay, okay. And an affinity for my love of dentistry.
Michael: Yeah, I gotcha. Okay, okay. Because I was thinking that right now when you said that.
Michelle: Well, and the AM, the Affinity Management, Michelle Afanato.
The AM reversed.
Michael: Oh, yeah. Okay, there was some thought into it then. Interesting. Interesting. Awesome, Michelle. Thank you so much. And guys, that's going to be in the show notes below. So definitely check it out. And thank you so much, Michelle, for being with us. It's been a pleasure. And we'll hear from you soon.
Michelle: Thank you for having me.
If you do want to work with Patient News, they offer a free demographic analysis to help you find the PERFECT patients in your area by targeting your top consumer. Click the link here to get started! https://patientnews.com/market-analysis/
In this week's Monday Morning Marketing episode, join us as we sit down with Karen Galley, a marketing expert from Patient News, a company that has played a pivotal role in guiding over 7,500 healthcare professionals through more than 75,000 successful marketing campaigns. Today, we delve into the world of Membership Plans and explore their remarkable impact on patient value. Karen shares a fascinating statistic: Membership plan patients are 73% more valuable than their non-member counterparts. We also dissect the critical issue of patient retention, pinpointing the feeling of indifference towards them as the number one reason patients leave practices. Furthermore, Karen emphasizes the significance of answering every call by revealing that missing more than even 5% of incoming calls could cost you dearly. Lastly, we delve deep into psychographics, unraveling the intricacies of understanding your potential patients' psychological profiles and crafting marketing strategies that resonate with them.
For an insightful discussion that could revolutionize your membership plan marketing game, don't miss this episode!
You can reach out to Karen Galley here:
Website: https://patientnews.com/
Other Mentions and Links:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Karen, so talk to us about membership plans. How can we utilize this or what advice, suggestions, or methods can you give us that will help actually attract new
Karen: patients with our membership plans? All right. Membership plans. That's a big topic and it works differently for every different practice.
You know, it all starts with the data and it starts with your practice location and your geography. Every single practice is different. So patient news. We've been in 30 years. We're actually celebrating our 30th anniversary. And we specialize in direct mail marketing. We also have, the whole web and little bit of the social side as well.
But the cornerstone, the backbone of our operation is practice zebra. And this is where the data is pulled from. So we've worked with 7500 on. More than 75, 000 campaigns, but this is where the data speaks to your marketing programs. I know we want to focus in on dental membership plans, so I did pull some interesting data for us. each practice is different, but on the whole, dental membership plan patients are more valuable. than your uninsured patients.
So just looking at the overarching data, it can be quite significant. You know, one practice, for example, their uninsured patients have an annual value of 985. Their dental membership plan patients are 3, 528. So if you can convert more uninsured patients To your dental membership plan patients, 73 percent of the time, not 100 percent of the time, but 73 percent of the time you will generate more practice.
revenue practice production. And those are the stats too. So it doesn't work that way for every practice. In some instances, the uninsured patients are actually more valuable. So the whole conversation about whether you want to push and promote the plan is really specific to your data, your metrics, your market area.
And unless you have that data, You might be pushing something that is actually not helping you to achieve higher productivity, higher production. So you really have to, you know, sort of understand those metrics. Once you know that your dental membership plan patients are more valuable, then you look at ways to attract them.
And that's where marketing comes in. Advertising, marketing, educating your community about your dental membership plan program is the first step in attracting those higher value new patients to your practice. So that can include direct mail marketing. It can include paid media strategies.
Obviously, your website is the. Core cornerstone of your marketing operation. A lot of patients, end up on line doing further research. So it's obviously critical to have an excellent presence with your online marketing as well. But certainly with your direct mail efforts. When we talk about offer strategy, promotion of that dental membership plan is really important.
Incidentally, dental membership plan patients are also on the whole more valuable than your average patient. you have Delta, whatever other networks that you're involved with. Your average patient value for patient news, it's about 1, 000 an average patient value annually, and your average patient value tends to be less than your dental membership plan patients too.
There's uninsured, there's dental membership plan, and there's other plans and 73 percent of the time, the dental membership plan patients are actually. You're most valuable. It's very interesting. So very important to promote those patients if that's the way your numbers and your metrics work.
Michael: Gotcha. So then from the experience you have, where do you see like, okay, they're converting insurance patients really well because they're doing this besides like educating, what are they saying to their patients to convert opposed to someone who's like, Oh, we're not really getting these numbers anymore.
Remember your plan is here if you want to sign up.
Karen: what happens in the practice is less our area of focus. Our area of focus is getting those dental membership plan patients in the door and actually talking to your uninsured patients in between appointments to interest them in coming to your dental membership plan.
So it's really important to be communicating with your active patient base on a regular basis, patient newsletters. Talking to your patients in between appointments. The number one reason patients attrite, by the way, or leave a practice is they perceive that the practice is indifferent to them.
So they're attracted away by other offers and, other opportunities. So showing your patients that you care in between appointments, not just with a transactional message. Or bill pay or whatever, but an actual communication of value to those patients and maybe even about your plan, especially those uninsured patients.
So a physical patient newsletter in the mail delivers tremendous value as well as your automated patient communication. Practice Zebra, which is our data platform, has a module specific to dental membership plan patients. It only speaks to those uninsured patients on a cadence in between appointments to remind them about this great opportunity that you have.
So you want to have some automated communications. You want to deliver value in between those patient appointments. those are the best ways to reach your existing patients. And as far as the outreach to community, again, it comes back to every practice is different. I hear people come on these programs and say, this is what I did.
This worked. This is amazing. This is what you need to do. And that might be the case, but every single market area is different, every practice is different, the mix of services is different, so you really have to dig in deep into those demographics and those purchasing behaviors, what is the ideal target within your community, do those patients live in your community?
And then look at all of this data, including the value of your dental membership plan patients, if you already have a plan, and then decide what makes sense to be promoting in community. Should I be promoting a second opinion opportunity? Should I be promoting a special offer opportunity? And again, what's happening competitively in your market area?
So I would love to just give broad strokes on what you should do. What I can tell you, you should do is know the metrics have a deep understanding of your market area. And, look to that expertise and experience to help you then craft the plan. That's going to work the best for your practice in your location.
Does that make sense?
Michael: A hundred percent, because I feel like a lot of the times we ask other ones like, what's your promotion? What are you doing? And then they're like, Oh, this works the best for us. And then they try it. And then it kind of does it. it goes a different way. And so Karen, how do we even go about doing step one?
If we're listening right now and we're like, we want to do step one, know the metrics or the demographics. So we know what promotion to tailor to our, community. How would we go about doing that?
Karen: you know, I certainly don't want to deliver shameless self promotion, but we are offering a complimentary deep demographic analysis, so any of your listeners can contact Patient News.
We will take a deep dive on the community in terms of age, income, homeowners versus renters, demographics, psychographics, purchasing. We even look at drive times. We look at barriers. Does somebody have to do a U turn on the highway to get to your location? We... Do the connection to zebra. We look at how valuable are your dental membership plan patients compared to your uninsured compared to your average patient value.
Should you be aggressively promoting that plan or institute a plan at your location? If you don't already have 1, we actually do a patient plotting geographically. So we take all of your active patients and you may know who your high value patients are. You may be able to pull a list like these are my high value patients.
But can you pinpoint where they live within your community? you want more patients like your most valuable patients. And there could be like audiences in the community that you're not even aware of. So we do that connection to Zebra. We look at your patient data and your metrics. And then we do that deep demographic analysis.
And with all this information, hopefully you can improve upon your existing marketing plans. Of course, for patient news, we would love to be helpful in executing the actual marketing program, whether it's direct mail outreach to the community or to your existing patients of record to increase the value within the practice.
The last thing I want to touch on, it does relate to Dental Membership Plan but effectiveness of marketing, and I know everyone's heard it before, is call handling. And how you manage those incoming calls to the practice. So Zebra does have call tracking, call scoring, and a team training component.
I pulled our latest metrics. The average practice answers 73 percent of the calls live. So they're missing more than 25 percent of all incoming calls. Top performing practices answer 95 percent or more. So just answering those calls live, patients don't wait around, especially if they're uninsured or they're in pain and they're looking, for an immediate solution, whatever the case, they don't wait, they'll move on to the next opportunity.
In terms of conversion, when they do call in, 56 percent is the average conversion rate from a call in to an appointment. Top performing practices are at 83 percent conversion. So there's a massive delta in phone performance, in call performance, which I can't, understate the value to the practice in terms of production.
we've seen it in the hundreds of thousands. of dollars in variants for live call answer and conversion rates. So even when you're talking dental membership plan patients or any others, focusing on that call handling is critical and utilizing, tools and artificial intelligence the way we do in Zebra to help you identify those opportunities and missed calls is really critical in this day and age.
You can't be behind the times when it comes to technology in your. practice.
Michael: Yeah. No, that's fantastic. In the deep dive that you guys do, real quick, I just want to ask, you mentioned something called
Karen: yeah, that has to do with, who is your patient?
for example, what are they, buying? Are they purchasing healthcare? What are their purchasing habits? What activities, are they involved in? Are we talking soccer moms? Do they have busy schedules? It's more than just the demographics. It's more than just their age, their income, ethnicity.
It dives deeper into behaviors. And purchasing, patterns. It's really interesting. And of course, the female head of household at the end of the day does make, the lion's share of healthcare decisions for the family. I don't want to discount the guys and they do more, you know, a little bit more activity online.
But when it comes to traditional family environment, that female head of household is really, in charge of those health care decisions. So we talk about the marriage between the demographic and the practice services. You also have to make sure that your profile of services within practice are going to marry who is in your community and what their interest levels are.
So again, when it circles back to content and offer strategy, those things need to be in sync. in order to be the most effective new patient draw. I should talk too about format. When we talk about direct mail, again, we've delivered more than 75, the 30 years, 75, 000 distinct campaigns, and we have the data.
There's various formats. There's postcards. There's three panel formats. There's newsletter formats. They all have a place in market. If you're talking advertising, versus education and promotion and awareness building, but In all of our analysis, newsletters outperform postcards.
Not in every single market, but in most markets. And we've mailed millions and millions of pieces. Obviously, A B testing is very important. and if a of our clients use it for a quick... Promotion, you've got an open house, or you have a discounted offer. God forbid, nobody likes discount.
But if you're looking to very quickly build volume, maybe it's a little lesser value patient than postcards have a place. The newsletter, which has much more real estate. Is the educational piece that helps to elevate you within your community as an expert and gives you the platform to share your expertise and it gives that female head of household the confidence level she needs information to make an informed decision and when you send something regularly in community like that, it's just a very effective.
Program for our clients.
Michael: awesome Karen, I appreciate your time and if anyone has further questions, you can definitely find her in the Dental Marketer Society Facebook group or where can they reach out to you directly?
Karen: They can definitely reach out to patientnews. com. And I'm happy to speak with anyone directly as well, who would want to reach out to me. They can message me through the group. And anyway, Michael, it's been great and nice to meet you. I'll look forward to being on again sometime. Awesome.
Michael: So Karen, thank you for being with me on this Monday morning marketing episode.
Thank you, Michael.
Today we're going to introduce a game changer in the dental practice management software world...
This is an innovative, all-in-one, cloud-based practice management software, and it offers an array of powerful features that are custom built for dentists by dentists ready to revolutionize the way you work.
If you are a start-up and decide to sign up with Oryx, they will NOT charge you a single dime, until you reached 200 active patients!
They are partnering up with all startup practice owners and making sure you succeed, fast!
Click this link to schedule a FREE personalized demo and to see more on their exclusive deal!
Guest: Conor Perrin
Practice Name: The Tooth Co.
Check out Conor's Media:
Website: https://thetoothco.com/
Instagram: https://www.instagram.com/the.tooth.co/
Other Mentions and Links:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- When starting a practice always follow HOW you want to practice first. Other peers may have great suggestions, but if you have to make the final call in the end!
- Open ended questions are ideal for getting to know patients and adding a personal touch. If you are asking all yes or no questions, it will be difficult to be engaging and relate to them.
- In school, if you study hard, you should be guaranteed a good grade. In business, working hard is important, but doesn't mean you'll be successful.
- To attract a premium price demographic, be sure your brand reflects high quality more than discounts to get potential patients in!
- Making an emotional connection to patients is essential for successful treatment acceptance.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: all right, it's time to talk with our featured guest, Dr. Connor Perrin or Perron, how's it going, man?
Conor: How are you going? Did I say
Michael: it okay or no?
Conor: technically, yeah, if you're saying it in the French way, it is Peron, but uh, American way, just Peron.
Michael: Nice. Have you ever been to France? Is that where you're
Conor: from? Did a trip once a couple of years back to Paris and then uh, South of France. Beautiful. Oh, man.
Michael: Yeah. That's a spot out there. South of France. Awesome, man. So tell us a little bit about where you came from. You're past, you're present.
What
Conor: are you doing right now? So right now, I'm at my personal office right now. We just opened up a couple months ago, but I was born and raised in Orange County and I went to school at USC for undergrad and dental school finished up there and then stayed in L. A. For a couple years after I finished up and I knew that I always wanted to come back down this way.
It's just always been home to me. when I got started with this process, I looked around in Newport Beach, Irvine. And decided upon this building. I felt like it was in a very easy to access area for a lot of people from different parts of Orange County. And yeah, the entire build out, getting the loan set up process wise probably took a little bit over a year.
This is actually decently quick, considering I've heard some people take. Sometimes multiple years, but yeah, and then I've been associating part time and now I'm officially in my own practice full time, five days a week as of this week.
Michael: Nice, man. So rewind a little bit. Why did you decide to do a
Conor: startup?
So for me, I was actually not originally thinking that I was going to do a startup. I had a couple of friends who recommended one, but I was thinking, you know, I might want to just go and buy a practice because it might be a little bit easier to deal with. But, there were a couple of things that I noticed when I was, looking around I didn't have a ton of connections with people who are close to getting ready to sell.
And so I feel like a lot of sales that did happen tended to be passed around by word of mouth. Sometimes they wouldn't be listed and. I think maybe just because I am on the younger side, when I was asking, you know, some of these, brokers for information about potential listings, I feel like they maybe didn't take me seriously.
I was looking around a little bit more and some of the practices that I did see, I wanted to change so much of. The way that they practice dentistry, maybe the interiors, the equipment that they had, and it made me think, I'm going to spend so much money wanting to redo this immediately when I get it.
Why not just start from scratch and have everything in my vision from day one?
Michael: Okay, so you were looking for acquisitions at the beginning.
Conor: I was yes, but to find like a good one, it can be tough to find if you don't really have personally have not really had a true mentor So I haven't been able to use that to leapfrog to find a potential acquisition Gotcha.
Michael: Okay. You mentioned they didn't take you seriously Because of maybe they saw you like you were on the younger side and stuff like that. How'd you know? How'd you know they weren't taking you seriously?
Conor: for example, I would see a practice that I thought I was interested in and immediately I would reach out and they would text me and just be like, yeah sure, sure, sure. And I would want to set up a time immediately to meet either the head doctor or to check out the office and then I would get ghosted. And then about a week later, they're like, Oh, were you still interested in seeing the privacy? And I'm just like, Oh, I'm so sorry for your first choices, rejecting it.
And now you're trying to come back to me. I had very much got that impression from at least four different people. And I'm just like,
Michael: yeah, you're like, I'm your, I'm your second option.
Conor: You know? And so again, I think it is because they just heard, the year that I graduated and they probably thought that I wasn't truly serious about wanting to take that step into ownership.
What year did
Michael: you graduate? 21. Oh, 21. Oh, okay, man. So you're like, you said, I'm going to do
Conor: this. Yeah, I know. Exactly. Yeah. I just, I can be, I guess not picky the wrong word, but I just say, Yeah. I like to practice the way exactly I want to practice I think it's very important to associate you learn a ton of stuff, you pick up your speed, efficiency, how to talk to people, most importantly, but I just really wanted to be able to do everything the way that I wanted to, rather than the owner,
Michael: so then how exactly do you want to practice?
Conor: you know, there's like so many different ways that you can practice chemistry, but for me, I really value, deeper personal relationships and being able to spend a lot of individual time with each of my patients. I don't want to feel like also I'm having to hop between a lot of different rooms.
So when I book a patient here, I tell them, they're going to be here for X amount of time, and that's going to be completely undisturbed attention between me and them where I am treating them. I'm also really big on conservative dentistry. So I try not to, treatment plan any crowns unless I'm replacing a current one that might be defective.
And I'm really big on adhesive dentistry.
Michael: Gotcha. Gotcha. So building that relationship with the patient and then obviously the clinical side is what you wanted to, how'd you figure that out? What bad stuff were you experiencing? Like, I guess, incorporate or other stuff where you're like, I never want to do this.
And then some things where you're like, I can take this into my own practice.
Conor: We were very fortunate at USC. We got taught by Dr. Pascal Monnier and he is really big on biomimetic dentistry, very minimally invasive, conservative adhesive based dentistry. And so that's the way that me and my classmates all learned from the get go.
you take that for granted because then when you graduate. It's not like that at all in any offices. You're doing a lot of crown work. You're not really using a lot of the nice bonding materials that you're used to when we were at USC. And so when I hopped into my 1st position, started to see a lot of things like, more post op sensitivity maybe restorations not lasting as long as they should.
And I also, you I mean, everyone's very different, but I really don't like hopping around from chair to chair. It doesn't allow me to really be present with each person. And that's something, when I was in that first position that I did not like.
Michael: Gotcha. Okay. So that carried out and you're like, I'm not going to ever do that in my practice.
What were some of the things you decided you, you took away from other, you know what I mean? Like associates and you're
Conor: like, I'm going to do this. definitely systems, for example, they would contact patients when it would come to confirming their appointments different things that they wanted me, I guess, to say during an exam that would cause a patient to ask.
prompt them to be more open ended rather than just giving me a yes or no answer. So a lot of little things like that. And then also I've worked in offices that were more insurance based and then some offices that were you know, just filling them out for the patients.
So technically they were feed for service and and seeing the differences between the two, it made me realize. I wanted to be fee for service and just on behalf of the patient.
Michael: So right now, you're not with any insurance.
Conor: I'm not, which is terrifying.
You know, like the first week I saw friends and family and then I realized, Oh no, I have like no people on my schedule. And immediately I'm just like, I made a huge mistake. I have a consultant and so I'm talking with her. I'm just like, oh, I shouldn't have done this.
Give me all the information on someone, to get credential. And I also have another kind of scary phone call with a friend of a friend and he's just like, oh, you're making a huge mistake. You should definitely get credential. But, you know, after having, you know, a couple mild panic attacks that first week, I realized, this is not what I want to do.
It's not true to my vision. And this is not how I built this office. Unfortunately, just by advertising, mailers seem to be working a little bit of you know, direct person to person interaction. And Instagram stuff, I started to get a couple of people to come through the door in seeing just a few people and, having them pay out of pocket, you're still able to do just as well as you could be if you're seeing quite a few more patients and taking insurance and you're able to practice the way you want to and spend individual attention with them.
Again, different ways to practice, but I definitely realized, stay true to what you wanted to do and you're going to be happier that way.
Michael: Yeah, how many weeks or months have you been open
Conor: today or actually yesterday is officially three months
Michael: Okay, man. Do you think you're going to eventually hit that where you're like, okay, I'm panicking again.
I should probably get credentialed
Conor: I'm very lucky to have two other friends who are kind of in their startup journeys and they're right around the year mark. There's definitely ups and downs with months July and August are really good. I feel like this month we're maybe not doing quite as well as those two months.
But everything is slowly on an upward trend like that and there's still not a day that goes by right now where I'm just like, hey I took out this monster loan. Maybe I shouldn't have spent this much money to do all this stuff. I have a huge debt service at the end of the month, but it's natural.
I was able to get my tenant improvement check from my landlord recently, and so that's able to help pay some of the bills right now until things stabilize a little bit more so.
Michael: Okay. Got you, man. talked to a lot of people who are like, yeah, I eventually had to get credentialed.
and then eventually they try to phase it out. I don't know how easy it is to phase it out. You know what I mean? Because then they have to deal with I'm losing half my patients type of deal. You know what I mean?
Conor: Yeah. And the other thing is too, since you are a startup, I mean, realistically do they ask?
are you a network? I think we've gotten only 1 of those type of phone calls. Usually they will ask, do you take insurance? And I mean, the answer still is technically. Yes, we are very happy to build, but we explain that we still require up front payment, they will get reimbursed by their insurance company via check in around 2 to 3 weeks.
And as long as you explain things very clearly to each patient. Okay. They usually actually don't have a problem with that.
Michael: Gotcha. So it's communication. Exactly. Gotcha. Something you mentioned a little bit before I want to rewind, you said you learned some things that you would say to patients that would give them an open answer instead of like a yes or no.
What were some of those things?
Conor: When I'm starting out with a consultation, one of the things that I always like to ask a patient is what brought you here? And to tell me a little bit more about yourself, your journey, et cetera, rather than just, did you have braces?
Do you have popping or clicking? You know, immediately just yes, no, yes, no. I want them to open up more so. and that definitely carries it out into like a cosmetic consultation more so because you Really connect with the patient and try to get their emotions to say yes to what you're trying to offer them essentially, because you want to ask them like, Oh, how will this make you feel?
Or what are some of the things that you're wanting to get out of treatment that have brought you here? And so the more that they're starting to think about it, the more they almost realize. Hey, I really want to have this done.
Michael: Gotcha. How long is your new patient visits? Your first visit?
Conor: If the patient is really easy they're quick and they don't talk a lot, I can have them in and out of here in about, an hour and 20 minutes if they've not had a cleaning or if they're not doing a cleaning. Standard though, without a cleaning is an hour and a half.
If we get the cleaning in there and the patient's willing to stay, then maybe like two hours, two hours, 10 minutes.
Michael: Okay. Will it ever like go lower, less or anything as you get busier or you're like, no, I like that two hour
Conor: mark. I like it quite frankly, because I take lot of like DSLR photos and I like to use them to talk to the patient about what I'm seeing.
So by the time that I upload them into the computer, crop them, upload them into Oryx. My assistant takes the x ray, the scan, I'm like going as quickly as I can. I don't foresee it getting a little bit shorter. Okay.
Michael: Yeah. Okay. But the patient, how do they feel? Usually,
Conor: they don't have an issue with the length.
Sometimes they will have wanted a cleaning, but by the time that we're done, they go ahead and postpone the cleaning for like a week or two afterwards and we'll usually attach a little bit of treatment onto that cleaning appointment. Okay, gotcha. Because they're happy to come back anyway.
Michael: Yeah. I don't know.
That makes sense. That's nice though, man. You know what I mean? Like you're doing all that, the work behind it. You know what I mean? To
Conor: make sure. Oh, yeah. Thank you. And I feel taking better photos with the patient, know, intraoral and then also some portrait photography in case they do want to do aesthetic work or, you're using it to communicate with Invisalign or Ceramis.
I think the patient really sees the value in a lot of that. And again, when they see a very clear photo right in front of them cause we have a monitor right in front of our consultation room it becomes a lot more real to them rather than you just putting an instrument in there being like, Oh, I feel like a stick right there.
Michael: Yeah. That does feel a lot better. So then let's dive into a little bit about your build out process and your business here. first and foremost, who'd you go with for your loan?
Conor: think America. Why'd you pick them? Yeah. Yeah. Yeah. oddly enough, they were the 1st bank that I talked to.
I was talking to another bank that I have a good relationship with, but they don't really do a lot of dental specific stuff. And so I wanted to go with 1 that had a dental specific component. I know Wells Fargo used to, I don't think they do currently, but then another good 1 is Provide. But, I talked to Ali, great guy, he's in charge, I think, of all the startup dental loans with, Bank of America, and when I looked at, what the interest rates were, and how the repayment is done, it seemed like a really, really good offer, and that's what I ended up deciding to go with.
Michael: Okay. And then how much was the loan for?
Conor: So regarding the loans, they'll kind of give you a different amount based off of what you're, trying to do. I started off with 600 and then I don't know if I'm supposed to be saying this or not, but then when the project went over budget, then I asked for a little bit more and I got a little bit more.
Michael: They were to give you a little bit more. Yeah.
Conor: how? Just later on when the project was close to completion, I'm just like, we need to up this
Michael: just pretty quick or not that quick?
Conor: Reasonably quick. Yeah, I was going to say, especially post COVID, it seems like construction costs have gone through the roof.
I was talking to my contractor about that. everything costs more. So that's why I feel like a lot of banks now they usually have a hard cut off, but then further on, if you need a little bit more, sometimes they will be generous and be willing to give you a little bit extra.
Michael: Gotcha. Okay. So then how much was your build out?
Conor: It was like close to a million.
Michael: Really? Yeah. Man. Like, why?
Conor: I put every amount of personal money that I had into this thing I maxed out everything that I could with the bank I'm still in the process of paying my dad back for, you know, a little bit that he loaned to me I'm not the type of person who's going to want to hop from a place similar to, the way that I want to treat patients, but I don't want to hop from office to office and continually try to go on to the next thing. I wanted this to be my life practice. And so I didn't want to cut any corners with, trying to, you not do a certain thing or the other.
I wanted everything to be good from the get go. So I wouldn't have to change it. Okay.
Michael: So then touching around a million. What type of practice do you have? how many ops?
Conor: it's still not complete technically two of the ops they don't have chairs or anything like that in them or like monitors.
So we have a consultation room I'm able to do Invisalign type stuff in there also and then we have If it were to be completely built out by other ops,
Michael: okay, so then working right now, how many
Conor: that you're in, including consultation room, it would be. four.
Michael: And then the type of practice you have it's fee for service general or are you Oh, no, we want to just focus on families or only cosmetics or fee for
Conor: service general.
And so like my overall goal is obviously this is going to be general practice. I want to have a lot of people just come in for routine dental care. But I eventually want to get to the, position where I'm just doing cosmetic cases. And then I have maybe an associate working under me who's doing a lot of the other bread and butter type general dentistry.
And then
Michael: cause you're located
Conor: where? I'm in Irvine. So I'm like close to the Irvine spectrum about 15 minutes from Newport Beach, 10 minutes from Laguna Beach.
Oh, that's right.
Michael: That's
Conor: right. I did. It's a good feeder for a lot of different
Michael: areas. So whenever somebody signs up to the ground marketing course, I do like a little community research and I was like, Irvine spectrum has so much around there.
Conor: Yeah. the Irvine company has built a ton of housing around here. I think they have something called the great park. Where they're putting in still a ton of other houses, and yeah, it's a good area to be in. So you
Michael: guys got a lot, yeah. Okay, so then, do you ever plan to say like, Well, you know what, I have one here, maybe one in Manhattan Beach, or one like, you know what I mean, would be nice.
Conor: I think so. I haven't put a lot of thought into it, or if it would be... Reasonably nearby, or maybe if I would even consider putting it in like a different state too, but yeah, I think that would be something I would definitely want to revisit maybe, eight or so years after this is fully developed because, you know, I heard it can take almost.
Six to seven years for your startup to reach the full size of a normal, operating office.
Michael: Yeah, gotcha. Okay. So then this kind of but technically isn't like the end goal, right?
Conor: No, but I don't want to just sell this off or leave this office. I will always want to have this office at least as a part of a brand potentially.
Michael: Yeah. Okay, cool. Cool. And then how many employees do you have right now?
Conor: So right now I have two. I have Katie. She's like our front desk concierge. She'll help patients out with insurance, checking them in, calling, scheduling, you name it. And then I have Jasmine. She's my assistant in the back. But one of the great things about Jasmine is she's also front office trained, and Katie had no dental experience, so the first couple weeks when Katie was trying to learn stuff, she was able to pick Jasmine's brain, and Jasmine was able to fill in kind of the gaps there.
Michael: Uh Huh. How'd you find them?
Conor: Not easy. I was going to say, I looked around a lot and I happened to find both of them on Indeed. I want to say, but even a lot of people on Indeed, people who reach out to you and you'll go to schedule an interview with them.
They look promising. And then all of a sudden, they'll ghost you I have a theory that a lot of it has to do with maybe them potentially wanting to collect And so they want to show proof that they've been looking for a job but that's a different story.
I happened to find both of them on a deed.
Michael: Gotcha. Okay. how do you craft your, ad? Is do you ask for?
Conor: I wrote it completely myself. I think I put the philosophy of my practice and how I'm going to be different than your standard dental office there.
one of the things I really pointed out was I'm not really hiring so much on skill. I'm really hiring on personality because I feel like skill can always be taught and it can be trained, but you cannot change a person's personality, obviously. one of the things that really struck out is they had really nice smiles they were very personable, bubbly, and I'm just like, this is great.
We can work with this. Nice,
Michael: man. I like that. what is the philosophy of your practice?
Conor: So my philosophy is, one on one personalized attention and just elevating a person's overall experience when they come in here. not trying to sell a patient anything. I'm just trying to provide what they need and also do it in as minimally invasive of a way as possible.
Michael: Gotcha. So then, you've been up and running for three months now. Yes. What's production and collections looking like?
Conor: I was going to say, haven't looked at August's data quite yet, but I think June was a wash. I was also on vacation the last month of June. It couldn't have been worse timing, but I think in July we did almost 40, 000 in collection.
Michael: Okay, and then your, break even point. Is where
Conor: not paying myself. And this is a scary number. It is around 26,000.
Michael: Okay. Paying yourself, how
Conor: much, if I'm giving myself not a great salary in bare bones, let's just say like in 30. Okay. No, I can't. Cause I can, I can live with that. I haven't paid myself at all so far. I just know that it's going to be a little short term pain for longterm gain.
So I have to put it back into the business. Gotcha.
Michael: And then how many days are you open
Conor: now? Officially open five days a week and we are open Monday through Thursdays. Fridays from eight to four and then Fridays from seven to
Michael: three. Okay. Did you create those hours because you saw that there was a need for that time
Conor: or?
No. I'm really big on a routine. I like being able to come home and I mean, this is also stressful. Dentistry itself is stressful. So I need a personal life when I'm done at the end of the day. been in a couple of offices where I did like a 10 to seven o'clock. And you're just like a zombie towards the end of the day.
And I just knew, even though it might be, I guess, a little bit more convenient for some people, I didn't want to do it. And so I'll come in on Saturdays sometimes. I'm willing to do that for patients who might not be able to make these normal hours. But I just wanted to set it that way from the get go. And by opening a little bit Earlier on Fridays, I can make time for some patients who might not want to miss work.
And also I feel like a lot of patients also cancel on a Friday afternoon. So by ending a little bit earlier, we try to avoid that.
Michael: Gotcha. What are the demographics in Irvine where you're at? Like, how'd you figure out the demographics? And then how are you like putting that with your marketing and everything like that?
Conor: It's tricky. There are. A lot of different demographics in this area. So 1st and foremost, I would say Irvine itself is very upper middle class or affluent in some different parts of it. Very safe community, but then there's also a really large immigrant community to heavily, I would say like, Chinese and then there's also a large Arab population.
So 1 of the things that I was looking for originally when I was trying to find, you know, a team is maybe someone who also spoke a little bit of Mandarin, which also that ended up proving to be a little bit more difficult than I thought. I didn't really get a lot of people who applied who spoke it.
But there's also Newport Beach close by, which is a little bit older. Also very affluent. And so I guess when I'm running different ads, I'm trying to attract a lot of general patients from this immediate area, but then for more higher end cases, heavily focusing it on South County, looking into Gal and then also Newport Beach too.
Michael: What have you seen difficulty wise when it comes to working with those type of patients, like from Laguna, from Newport, or maybe marketing to them when they call and ask you questions and I think we're like, Oh my, how many years have you been practicing? Oh, you know what I
Conor: mean? It's hard and I need to not let that get to me, but it's like a huge pet peeve of mine. I'll walk into a room, sometimes they'll be like, Oh, how old are you? And I'm just like, I did just turn 30 this year, so I definitely am on the young side. I get it. But no, I was gonna say that's probably the number one issue I have when I'm first meeting someone.
Obviously when I get to know 'em, it's not so much of a problem then, but yeah. How are
Michael: you
Conor: combating. I learned this and being in my last practice also you never want to get defensive because when a person says that they're just, testing you they want to see what your reaction is.
So if you get defensive, it shows that they're winning. You just have to laugh it off. Yeah, in a very professional polite way.
Michael: Yeah, not like an evil laugh just like so then what systems would you say are unique in your practice right now that you're like, you know what man I'm proud of this that we've created.
Conor: A place where a patient walks in and they're immediately telling a lot of their friends and family about what a cool experience it was. So, you know, When a patient 1st sits down and maybe they're filling out some forms, I have Katie go ahead and grab them an espresso. We have sparkling water, some other cool beverages, and she'll bring that over.
We'll give them like a personal tour of the office too. I feel like that builds value in showing what we do, what makes us different before they actually sit down in the chair. I also through the company who did my branding, I got these off of Alibaba, but they're like these little like travel kits that have our logo on them, a bamboo toothbrush with the logo on them.
And then also these cool custom flosses. they get to take those home then towards the end of the new patient experience with Oryx, you're also able to give the patient a personalized handout showing them, what their different risk levels for different things are.
There's explanations for different conditions and they really, really like that educational value. you, utilize
Michael: Oryx then for your new patient visitation, right?
Conor: You said? I, I utilize the Oryx for everything. It's our practice software, but they have a lot of really cool features that a lot of other softwares out there don't have.
And that's what attracts me to them.
Michael: were you deciding between Oryx and another
Conor: thing? I was looking at Curve also. I was wanting something cloud based, you know, to where you could access it from anywhere. I don't have to dis on a lot of other softwares out there, but I also, since I'm building like a brand new modern office, I don't want a software that looks like, Microsoft 95
, So , yeah,
Michael: I get you man. I get you. So you felt like Orex checked that part out, right? I
Conor: mean, yeah. But that's, the surface level. But, I haven't taken any Coist courses yet. I'm taking my first one in May of next year. But I've heard amazing things about Kois, and I like how systematized.
Or access when it comes to doing that new patient exam. So you're doing the exact same thing with every patient because, in dentistry, we get so distracted with so many little things and sometimes we'll do something for no rhyme or reason, and it can influence the standardization of how you conduct that new exam.
So by keeping you on tasks. You're always able to put together a nice comprehensive treatment plan for the patient.
Michael: I know I'm going ask you an excruciating detail right now, but like, how do they do that in the sense of walk me through like a new patient exam?
Conor: Oryx, it's like super patient guided.
I don't even know how to describe it. Like the software itself guides you throughout your journey with the patient. So say patient folks online with you again through Oryx, they give you a plugin to put on their website. You're going to get a pop up. when you get the pop up, you're going to be able to send a patient all of their forms and information that they need.
And then when that's done, that patient is going to have their appointment time ready to go. And you're going to have a pre checklist of everything the patient should have done or will need to do before you bring them back. you know, You can easily see that in the corner there, you'll get them seated in the chair on their appointment day and then has.
a section just for, clinical. And so what happens there is you have your radiograph section, TMJ section, you have an oral cancer screening section, you have a tooth morphology section, you have your probing imperio section, and then something on the appearance of the patient's teeth.
And so you follow each one of those steps throughout every exam. And then that way you're hitting every box that needs to happen. And sometimes, by having conversations with the patient regarding aesthetics, the appearance of their teeth, they might talk themselves into doing something that they didn't originally plan on coming in for.
Michael: Can you present it that way?
Conor: So what I do is Obviously I kind of discussed what I'm seeing, but I like to compartmentalize everything into four different sections. So I'll talk about the patient's overall smile. That's the first thing. I'll talk about the patients gum and supporting bone.
I'll talk about their bite, and then I'll also talk about overall condition of each individual tooth. And I make my own, PowerPoint presentation based off of the photos that I took, and the findings that I'm seeing, and then we look at them together on a TV that I have on my computer. Consultation
Michael: room.
Gotcha, man. So, Aurix kind of helps you out with all that?
Conor: Very much so.
Michael: nice, man. Okay, so that's like just one little
Conor: feature, right? I will say Aurix's forms are long. been told by a lot of patients hey this is taking me a long time.
I'm just like, just fill it out, please. But, it really gets them thinking about different conditions that they're having. And I love how it allows me to ask open ended questions about what they've been experiencing. Questions regarding food getting caught in between their teeth.
By bringing that into the conversation so early, it makes talking about why they might need a new crown further on easier.
Michael: Nice, man. 200 active patients or no?
Conor: No, not there yet. I'd have to check. I want to say that we're like at maybe 60 to 70, something like that.
Michael: Okay. is it free for you right now or no?
Conor: to double check. I had like a free period. I don't know if it's free currently, but I also have a couple of friends who are going through the startup journey right now. So they've put me as their referral. So I've gotten a couple of free months.
Michael: Okay. Nice. Nice. I know like right now they're doing that. free until you reach 200 active patients. So that's what I was wondering, bring it up to them and be like, Hey man, Michael said it's free, but awesome, man. So then how many new patients are you getting
Conor: monthly? It depends. I think last month we saw close to 20 new patients.
And just because we are a little bit more of a cosmetically oriented office, I will get patients who come in here sometimes who are not looking to have me as a general dentist. They are only wanting to have maybe a little bit of veneer work done. They might also just want to do clear aligners with me.
they're going to just stick at their other general dentist. And that's fine. Obviously I asked them if they're looking for someone new. But even though it's around 20, sometimes that full number is not exactly patients who are going to be coming back consistently.
Michael: Yeah, because if you look at your, social media, right?
It's nice. So it doesn't really look like a general practice, you know what I mean? To me, it kind of looks like, uh, he's doing something elevated here,
Conor: Well, thank you. And I mean, I will say like, I was talking to my assistant, about this. I am going to try to At least just add a little bit more content showing things maybe aren't as stiff as they appear maybe on Instagram.
I want to make myself a little bit more, I guess, like approachable and then also show more general dentistry type stuff rather than only cosmetic don't want people to get confused and think that I'm only doing veneers or bonding at this office.
Michael: But Connor, let me ask you, would you want to just do that?
Conor: only do cosmetic work?
Michael: Yeah, like in the end where you're like, that'd be the goal if I can just
Conor: do that. Absolutely. Yeah. That's my, completely my end goal. I'm young, I still have a large portfolio to develop before I am only seeing that kind of patient consistently.
Michael: Yeah. It's different what you're doing. So it's attracting, I think when they get there, they're like, Oh, you also do, you know what I mean?
yeah,
Conor: exactly.
Michael: that's my thought, but I don't know. It's up to you. I know right now, like you said, you're young and you want to build your portfolio. So what are you doing for marketing and advertising?
Conor: a loaded question. Um, so I first started off, I found a company through a friend and some of the things that they were suggesting, I just really didn't like at all. And I ended up firing before I even used them really at all. And then I found someone who did some freelance stuff and, basically running a lot of digital ads and, talk to vision with her.
But, the office opened and I. realized that I was having to constantly remind her to do different things. She was also in charge of my social media at the time too. So I'm just like, why wasn't this posted? We talked about this or, what happened to tagging these different accounts with this.
And so realized since I was basically having to double check and do everything else myself at that point. Why am I keeping her? And on top of that too, a lot of the search terms that she was using Didn't make any sense at all, there were no exclusions for different things that were being done for example, like I don't do full mouth implants of this office I had a ton of people looking for cheap full mouth implants for seniors So a lot of those terms should have been excluded from the get go and then while I was doing that you know obviously I looked into some direct marketing trying to contact like different apartments to put my Information may be in new resident flyers, that sort of a thing, but bringing it up to today.
I worked with my cousin. He's a jack of all trades guy. He helped me run some Google ads after I let that last freelance person go. Had a little bit of success with that. I've had a lot of success with direct mailers that my cousin and I did. But I also just brought in a new marketing company.
They seem to be doing a good job so far. I really liked their philosophy and different things that they suggested for me. And so we'll see how that works out.
Michael: Gotcha, man. Okay. So direct mailers is it right
Conor: now? I would have never thought that. I've had a lot of people say that they don't work at all.
But. I released my first round of them in early July, and I think I got at least 10 to 15 patients out of it.
Michael: What'd you put on it?
Conor: It was a picture of me, the office, we had a couple incentives on it. But I tried to use a slightly thicker paper, when I was sending it out, and I just wanted it to have like a little bit of pop to it.
So I made sure that the colors... Everything that I did on it was very on brand.
Michael: what was the incentives, and then what were the colors?
Conor: my brand colors are like a, it's almost like a navy blue, a gold, and a cream. I incorporated those, but then the incentives were, a new patient special, a free veneer consultation. And then also a discount on new design thinking about it now, though, obviously, I've already sent these 1st 2 rounds out. I would probably change the way that I do. And sometimes I would probably offer something that I would give a patient.
After they pay full price rather than offering an incentive itself right off the bat, because sometimes when you send that out, patients are always looking for a discount to some degree. hey, like, if you come in, we'll give you, a cool whitening pen. I think that's like a better way to do a lot of those incentives rather than saying, oh, hey, we're going to completely discount your services because.
When I thought about it more, so I'm just like, am I potentially also cheapening my brand by doing this? But sometimes you have to do what you have to do in order to get people to share in the beginning.
Michael: could I ask what were the type of patients that came in from the mailers?
And then what was the incentive that people were like, this is the one I want?
Conor: I've had people come in for all three categories from completely different walks of life. I will say that the usual veneer consultation, people tend to skew older. that's why I decided I want to target, more so like Newport beach, those types of areas, because I tended to grab the attention of older, maybe 60 to 70 year olds in those areas wanting to come in for that kind of stuff.
Invisalign discount has brought in more young people. for a lot of people out there who are maybe thinking about adding that to a mailer, I would probably get rid of it because you have a lot of people who are just price shopping, and even though you say that it's going to be X amount off, they still have an unrealistic expectation as to what the final price is going to be.
But I still wouldn't put that final price on your mailer. And then I've gotten a lot of people also just wanting to do the new patient special. How much
Michael: do you charge for the new patient special?
Conor: So right now it's heavily discounted for x rays and exam itself. It's like around 150.
Michael: That's good, man. Okay. So then mailers is what's working, bringing the best ROI right now. Yeah,
Conor: so hopefully now with some more different... Meta ads. I have this marketing company now working on doing a really nice job Google ads. Also, we'll see some more people come in from that and they've even run like some ads on YouTube And I actually got a patient through YouTube last week.
Really? Yeah, I'm just I would have never expected that. What's
Michael: the ad on YouTube? I've been hearing that a little bit more from people. They're like, oh, yeah, YouTube is getting
kind of...
Conor: so I think beyond people just watching YouTube videos or like channels A lot of people use YouTube for TV itself, like a cable.
Your ads can sometimes be put on people's TVs in the same way that you would see 10 years ago, like a medication ad. Yeah.
Michael: What is the ad that you have on there
Conor: though? To be honest? I have no idea which one I should know. So I just had a meeting with them this morning. I forget which one that they chose, but
Michael: Yeah. Gotcha. Okay. I was just wondering if it has like an incentive
Conor: none of the ones that they're running right now have incentives on. Oh, nice.
Michael: that's good then. And then right now, what would you say from the moment you thought Hey, I'm gonna do this to right now today.
What's been your biggest, or some of your biggest fails, pitfalls, or struggles?
Conor: I think it's just keeping my expectations in check. I've always been the type of guy where if I worked hard, I would get what I wanted. You know what I mean? Like, say, studied really hard. I would get a good grade. This is not like that. no matter how hard I try, getting patients through the door is not easy.
it's been an interesting year like, first dealing with personal problems with my parents long distance relationship, getting this office open there's been like a million and one things that have kind of happened. And so now adding on the stress of all this monthly debt service and making it all happen, it's tough.
And not only that, because you're a business owner too, you have employees under you. You want to make sure that you're able to take care of them, too, because they're relying on you for themselves.
Michael: Yeah, and that is tough. So how is this all affecting your personal life?
Conor: definitely was an adjustment.
I was never really an anxious person before this year. But now, as you're getting close to opening. You're trying to put out so many holes. There's always such a long reminder list, and I think it's so important that you do stay organized or else you're going to always be short circuiting.
They're like a pinball machine trying to figure out exactly what you forgot to do. because I am in a long distance relationship, even though it's like harder, it would be nice to have like support that's like a little bit closer. Like a lot of people, go through when they're opening up an office like this.
It's actually worked to my benefit, I would say, to some degree, because I've been able to Devote more of my own personal time into this.
Michael: So if you know what I'm asking, the longest relationship is how long?
East coast of Canada. Oh man. Yeah. That's
kind of
Conor: hard. So it's not easy.
Michael: Three hour difference. Four. Four? Four.
Conor: Yeah, he's in Halifax, Nova Scotia.
So.
Michael: So then from that right, the personal life, all this happening, how do you stay organized?
Conor: one of the biggest things that I do is every week I have a project forward that. I work on with my team, and so we'll have the issue that we're having, what we're going to do about it, and then a regrouping date, for when I want to have resolution for it. Whether it's ordering a supply, making sure we have all of the food ready to go for our open house. It just keeps everyone really accountable. And then for me personally, Apple Notes and the Apple Reminders app, I have a nice laundry list of everything organized by when I need to have a certain thing done.
And I'm constantly looking at it and making sure that I'm just trying to take as many as I can when I get home each day.
Michael: It's like a to do list, like a checklist. Exactly,
Conor: a nice little to do list. things are a little bit more stable now that I've been open three months, but if you don't have one of those when you're close to opening or right in your first month, I don't understand how you survive,
Michael: yeah, no, definitely. And you mentioned you had two consultants, right?
Conor: have one consultant. I brought her aboard in May. Her name is Patty. She's been fantastic and we're starting to get more so into the operation size of things and analyze reports, making sure that all of our metrics are clearly put into the system.
But in the beginning, she was fantastic with getting Katie trained up. Making sure that we have a call strip that we're following the new patient experience, our bringing patients and how we're talking to them on the phone again. It's just that high level that we want to, you basically provide in this practice here.
Michael: Gotcha. Okay. So that's like a mentor, right? I guess you can say
Conor: she really is like a mentor. Yeah. She's been super, super helpful with everything.
Michael: Yeah. Awesome, man. So then one of the last questions I want to ask you is, say we're one of your patients coming in and we walk out and I'm talking to my friend and I just went to the, my dentist, he is, or they are, what do you want them to start saying about you
Conor: or your practice?
I really want them to say that it was like no office that I've been to before. It was very comfortable. It didn't feel scary. And they really went above and beyond to make me feel special. I don't want a patient to feel like they're just a number in here or that again.
I'm like. Cornering them in a room, trying to get them to sign off on a care credit statement, just to try to force them into treatment immediately. want them to. feel that. They got educational value out of things and received personalized care.
Michael: Received personalized care. They didn't pressure me. Uh Huh. Anything about like the style or anything like that or no?
Conor: that's
probably the first thing that... A lot of people comment on when they come in here. Um, you know, we tried to make the interior of this place look like a, hipster, boutique New York hotel.
Greg from Design Wise, my designer, he did a fantastic job with the artwork furniture. flooring. And so obviously, yeah, I want a patient to be like, wow, this is like nothing I've ever seen.
Michael: Yeah, it is. becoming like that, man. It looks nice. Thank you so much.
Yeah. Awesome, Connor. Awesome. We appreciate your time, man. Thank you so much for being a part of the podcast. We really appreciate it. If anybody wants to reach out to you, where can they find you?
Conor: I think easiest is via Instagram. My business account is the. tooth. just reach me there and I'm usually pretty quick with getting back to direct messages.
Michael: Awesome. So that's going to be in the show notes below and thank you for being with us. It's been a pleasure and we'll hear from you
Conor: soon. Michael, thank you so much.
Get a Free Marketing Assessment with Gargle here!
In this week's Monday Morning Marketing episode, we're thrilled to have Chelsea Brock from Gargle as our guest, continuing our research in the realm of Google Ads. Our focus today revolves around the critical theme of same day appointments and crafting the perfect ad campaign for your office. Chelsea shares expert insights on the episode, emphasizing the importance of specificity in your ads to effectively target your desired demographic. She also sheds light on the power of specific keywords like "Invisalign" while advising on alternative, budget-friendly options. Don't miss what Chelsea has to say about nurturing patient relationships by following up with those who book through your ads. Plus, discover the significance of having a dedicated landing page for your same day appointment ad and learn how to include all the crucial details in your ad copy, such as online scheduling, same day appointments, and hassle-free insurance acceptance.
Jump into the episode now to find how powerful same day appointment ads could be for your office!
You can reach out to Chelsea Brock here:
Website: https://gargle.com/
Email: chelsea.brock@gargle.com
Other Mentions and Links:
Google Ads
Invisalign
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: in three, Hey, Chelsea. So talk to us about Google ads. How can we utilize this or what advice suggestions or methods can you give us that will help us actually attract new patients
Chelsea: immediately? Absolutely. Google ads are one of the best ways to bring new clients and patients into the practice, and you want to make sure that you're focusing on what your practice needs.
We all want new patients coming in, but perhaps we need to focus on a specific procedure. Or most often my clients have holes in their schedule and they want to know, how do I get those bills? I don't want to see empty spaces. I want to be treating patients and getting production through the door.
Most often we want to check in and make sure they're running the right type of ads. We want to make sure that they have an ad that is Reaching the right demographic meeting their geographical area, but also to fill those empty holes in the schedule, you need your patients to know that you're available when they need you.
Most patients we know are great about coming in for appointments, but also most of them are not, and in an emergency situation, they're looking for who's available. So I always recommend if you're seeing a lot of empty holes on your schedule or if you are seeing that you just can't fill As much as you like perhaps you're bringing on a new associate You want to make sure that you have enough there of a patient base to help support them coming in and give them a good Start I always recommend running and what we call an same day appointment available ad This is going to promote That patient can get in and see you right away.
They can see the same day. It also is A great opportunity to run within specific hours. wonderful part of Google Ads is you can change when that ad is running, what time it's reaching during the day. So we can be very specific to reach times that we do need emergencies available. Also, if you have any kind of an online booking, we want to make sure we're putting that in the add copy and definition and all of my clients that implemented this are seeing that within weeks, months, that's completed and they're not having the hold on their schedule.
They're actually having to say, okay, wait, we're going to need to open more columns. I need to bring in another doctor or. They're even pausing the ad briefly or limiting the times that it's there. So that is always my first recommendation in regards to getting new patients in the door and filling those holes quickly, is making sure you're having the right ad running, which is an emergency or same day appointment available ad.
Michael: Can you walk us through how to create this same day appointment ad?
Chelsea: Yes, absolutely. So we want to start, of course, with just getting more information on the office. You want to make sure that we have the right target. And the right focus for the reach that we need. We're going to stick with the Geographical area that fits to the right radius for the office We're then going to want to make sure that we have the right terms in our copy So we're going to be listing that it's open for emergency same day appointments a lot of our offices will even list free consultations Because most people in pain are concerned about finances at times And so having that in there is just a little cushion to make sure that they're able to get in the door We want to make sure that we have that in the copy.
And then any extra information we can add is always a bonus. Is it fee for service? What insurances do you accept? Do you have in house membership or payment plans available? We want to gather all of that information, effectively write it into the copy so that it matches everything that we're trying to reach with the keywords and then present that with the correct graphic as well so that when it's coming to the top of the search results, patients seeing it, easy to click, and then get right into the practice.
Michael: How do you effectively write that in like that short amount of space that you have with an ad? So for example, like same day appointments, right? But we are somebody that takes PPO insurances and you know what I mean? Kind of thing. How do we do that?
Chelsea: So we're going to want to start with the most important thing.
If it's an emergency ad, emergency appointments, same day appointments available. And then we want to start with going down the list of the next importance. So if the office is highly focused on. We accept most insurances, that's going to be our next line there. We really want it to be compelling to draw the patient in.
If we're targeting emergency ads, same day appointment available, let's get you in and taken care of. Usually with those, I don't recommend adding in the insurance first. I would say, let's put in that same day appointment available payment plans accepted, and then most insurance accepted after that.
in my years of practicing, that's what I found was most patients are concerned about the cost of getting in for an emergency, especially in the dental
Michael: industry. Yeah. I like that payment plans available. So we want to put that in the main description title or? The
Chelsea: ad copy.
Yeah, we want it to be in the ad copy or at least getting them to the landing page of the book now where they can see that it's available and know that's a check off their list and can get into the practice.
Michael: So when they see this ad, they click on it, right? It's in the times that they're open, let's just say from 7 to 5, right?
Chelsea: If the doctor selects that time, we do have a few that if they have an after hours emergency line and they're willing to take those emergency patients, we can run that at the hours past the office hours and direct it to that emergency line with either a call to book or to the landing page with that emergency number listed.
Michael: Gotcha. Okay. And so then they click it. It's the same day appointment, right? And does that direct them to a whole separate landing page for same day appointments? Or is it like the website?
Chelsea: So it is a separate landing page that is for a same day appointment. We usually have one of two options.
If they do have a book now option, some of them have it going to the landing page where they can, patient can instantly book. They have been selected emergency appointment times available. Patient can select and they get in that day. Or it is taking them to that landing page with the number to call and get scheduled into one of their appointments within the
Michael: practice.
Gotcha. something to take action immediately. If it's the book now, what do you recommend? What have you seen like in your years of experience? Let's just say it comes up on our practice management software and I see it, do I call them if I'm the front office or
Chelsea: absolutely if they're booking through that link and you see it pop up on your schedule, that's the first thing I want to call is that patient and just confirm we have you coming in for this appointment.
Tell me more about what's going on. Tell me what's bothering you get as much information as you can while they are either on their way to that appointment or before they're coming in later. We want to have as much as possible. So when they get in, we already know the situation. We get them back. We get them taken care of.
And I always recommend to my practices just reiterate, we're going to take care of you. We're going to get you out of pain. That's their biggest concern at that time. Just let them know you're going to take care of them. So absolutely call that patient as soon as you see it pop up on your schedule through your book now link
Michael: Okay.
And then from the most practices you've worked with and the years and everything like that, what times for same day appointments have you seen work best to leave like your schedule open to kind of almost say like, although we have people for new patients this time.
Chelsea: Absolutely. So I found the best two times to have a appointment open. I always recommend having at least two open a day. You want one in the morning, one in the afternoon. The morning hour that seems to be the best is from an 830 to a 10 a. m. Most patients, you can somehow wiggle going into work late or something there.
If you're open earlier, I would slide a little bit sooner, but if most offices are 8 to 5, that 830 to 10 is a perfect time to leave an emergency slot for you. The second slot for the afternoon, if you're in an 8 to 5 would be the 3 30 to 5 o'clock. Same reason is that most people, if they are having to get off work or find care for children or what might be, it's an easier time for them to find that assistance and be able to get in.
Michael: Gotcha. Okay. I like that two times slots. And then in your experience, what are the ads that have the least amount of impact or clicks or, so same day appointments is like really good, right? To fill in the schedule. But if you look Absolutely. Mistakes
Chelsea: almost. Honestly, you don't want to go for the ones that are oversaturated or if you're not being specific enough. The ones that I've seen most clients not dedicate enough to and we don't get results from if they're trying to go for Invisalign, especially depending on which area they're located in, you're going to have a better result if you go for Clear Aligners.
Or invisible orthodontics, something that's more general term versus trying to bid specifically on Invisalign. There's just so much more in the marketplace than there used to be, but to get that bidding, it's going to take a lot more to get the results. And then if you are doing a very generic search or very generic reach in regards to cosmetics or implants, you're not going to see as much.
So you really want the details in there of, okay, if we're doing cosmetics, what are we doing? Are we doing, smile makeovers? Are we doing an all on six? What are we putting in there? We want to give as much detail as we can to draw on the correct audience.
Michael: Gotcha. Okay. It's interesting.
Invisalign doesn't.
Chelsea: It's a good keyword, but you got to put lot of money towards it to get the results that you'd like.
Michael: Okay. So in your experience, what is a lot of money in a little money?
Chelsea: Perfect question. So a lot of money anything really we're going over.
let's say 1500 to about 4000. That's where we're really becoming a big hitter, especially if we're going for something like Invisalign or we're really wanting to hold the market for a specific procedure. Anything under that 1500 and less, we can get great results. But it's not. It's going to be for something that's really specific.
It's going to give us more of a, we can get the new patients and we can do the emergencies. We can do a very general cosmetic ad or anything like that. Ideally, my recommendation, at least for a starting point is 500 per campaign. That gives us a great point to get through the learning phase, get the data we need, and then be able to say, okay, how do we adjust up from here if needed.
Michael: Gotcha. Awesome. Chelsea, I appreciate your time and if anyone has further questions, where can they reach out to you?
Chelsea: Absolutely. They can reach me at gargle. My direct email is Chelsea, c h e l s e a, dot Brock, b r o c k, at gargle.com.
Michael: Awesome. So guys, you can definitely reach out to her there, go on the show notes below or find her on the Dental Marketer Society Facebook group.
And Chelsea, thank you so much for being with me on this Monday morning marketing episode.
Ready to supercharge your patient influx? Click the link below to grab your FREE e-book now: "10000 Patients | Tested and Proven Methods to Bring in New Patients This Week!" Don't miss out on these game-changing strategies for your practice! 👇
[Click here to download your FREE e-book]
Guest: Jared Williams
Practice Name: Lifetime Dental
Check out Jared's Media:
Website: https://www.jaredwdds.com/
Practice Website: https://www.mylifetimedental.com/
5 Day 3rd Molar Challenge: www.3rdmolarsurgery.com
How to get Any Patient Numb -3rd Molar Edition! https://courses.smileaftersurgery.com/courses/LocalAnesthesia
Instagram: https://www.instagram.com/thejwmethod/
YouTube: https://www.youtube.com/@thejwmethod508
Other Mentions and Links:
Federally Qualified Health Clinic
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Just starting out Doctors often struggle with impostor syndrome. This is a great time to gain confidence through smart mentorship!
- Your patients are not doctors, so don't used Doctor jargon when speaking to them!
- When assessing who to gain mentorship from, be sure to see if they practice what they preach, see if their reviews are good, and pay attention to how they make you feel in their environment.
- Shaking hands and meeting in person with local businesses is an excellent way to start off on the right foot in your community.
- Knowledge and understanding are far more valuable than rubies.
- Sacrifice is not just giving up something of high value. Sacrifice is giving up something of low value to gain something of high value.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: All right, it's time to talk with our featured guest, Dr. Jared Williams. Jared, how's it going?
Jared: Fantastic. How about yourself?
Michael: Doing pretty good, man. How's the weather like out in Houston?
Jared: It's pretty good. There's no humidity. that's a blessing. Typically we're at 99 percent and it's 105.
So if I could go outside and not have my whole back Full of sweat, and we're having a great day. So all is well here. That's good,
Michael: man. That's awesome. Hey, man. So talk to us a little bit about your, how you came to where you are today. I know you said you had a little bit, we were talking about before you have a concierge practice, and then you're also in other practices, right?
Jared: Absolutely. Talk to me about that. As a contragental surgeon, I'm a GP and I, majority of my clinical practice is focused on third molars, implants, and IV sedation. And so I work with about, 30 different practices, about 12 to 15 are actually active practices that'll go into their practice and opposed to them referring patients out, I'll actually come into their practice and provide procedures such as thirds, IV sedation or implants for them.
How long have you been doing that for? About nine years.
Michael: Oh, man. Okay. So then let's rewind a little bit. What got you into all this? All right.
Jared: so my wife, we were in Ohio and she was doing her family medicine residency in Ohio, Kettering, Ohio. And I was working for FQHC, a federally funded health clinic.
And when I went there after leaving my GPR at University of Pennsylvania, VA hospital in Philly, I wanted to, focus on how to make the most with doing the least, But my focus was not money first, it was mentorship. So when I was working at this FQHC, his federal funded health clinic in Middletown, Ohio, I was doing procedures, but I wasn't proficient.
I was guessing my confidence wasn't there and imposter syndrome was huge. So as I was doing these cases, you know, I felt because I went to an Ivy league residency, after one year I'd be the doctor's doctor, but clearly that was not the at all. I was taking out wisdom teeth leaving roots in there Purpose.
and it was just like the patients like me because I was always thinking about them taking care of their concerns and making sure they were never in pain. But my clinical skills weren't there. And that's the hints. I decided to do a FKHC opposal going into private practice and just trying to figure it out and make money at the same time.
So when I was working there. my office manager was just like, Hey, you need to meet this guy. You need to meet this guy. And I was like, he clearly can't be better than me. I went to Ivy league. I went to Mary medical college yo, I'm that guy. So after her tugging on my scrubs, I was just like, let me go meet this guy.
So I go ahead and I get his phone number and I call him. I was like, Hey, when can I come out and see you? He was like, you could come on Saturday. I was like, okay. So in the evening time, you know, I still have my jacket on slacks dress shoes and I go into his practice and it's 7 p. m. 7 p. m. on a Saturday, and I walk into the practice. He has his wife to assistance, and then I walk in. I see. A patient being set up for oral sedation, another patient discharged from IV CRNA.
Then to my left, I see a patient who's getting a root canal. Then I go down the hall, I see another patient getting set up, prepped for thirds, another patient being prepped for thirds. And then at the end of the office, he's doing an implant. And I'm like, what the heck did I walk into?
That's almost over. That's almost 30, 40, 000 of treatment at 7 p. m. And mind you, he's been there since 6 a. m. that morning. I'm like, what the heck is this? And so when I started paying attention, I was looking and waiting for somebody to be yelling and screaming. I was looking to see if the root canals were long or short.
I was looking to see if the implant angulation was off one way or the other. And everything's like spot on. And I look at this guy, I'm like, yo, what the heck did I just stumble into? It's 7 p. m. on a Saturday night and he has like over 30, 000 worth of treatment at 7 p. m. And I'm thinking to myself, I was like, wait a second.
I observed him the whole day and I looked him in the eyes. I was like, you know what? I'm not leaving you until I leave this state. religiously, I went there Monday, Tuesday, Thursday, Friday afternoon, and I just sat at his feet, and I was just like, yo, I'm just gonna, listen and learn. And, that was, like, almost ten years ago?
Eleven years ago? Of me doing that after my residency and ever since then I was just like, this is the blueprint, travel, doing surgeries, he was doing that that really just was the catalyst for me getting to this point.
Michael: Gotcha man, interesting. So then, When did you decide or have the confidence to go out on your own then, from that point on?
Jared: after I left Ohio, he told me, he was like, hey, if you're going to do what I'm doing, he was like, go ahead and get your IV sedation training. So I went down to Augusta, Regence, did a two week course, dropped 12, 000. And at the time, I'm freshly married.
I had the money, but I didn't have the money because, you know, I'm just a year out of practice. And so I got my wife's blessing. She said, yes, I dropped the money and I went. And so after I leave, the reason I'm bringing that up is this is when we moved to Houston after we left Ohio, we moved to Houston, which where I'm from.
And I went to a practice because I wanted to get. A lot of implants and so I was just like, what kind of practice I go to, I could just drop implants and just figure it out. So I went to like a denture mill and so there we're taking out teeth and placing implants. And so when I got to the practice, I asked him, I was like, Hey, is it possible that I could use my IV sedation certificate?
And they were like, no, I was like, why? And it was just like company policy. So I was like, screw it. So after six months, I dropped 162 implants and I was like, I'm gone. That six month period. And so I just opened up, I just went ahead and I just started Contacting doctors and, 12 years later, here we are, you
Michael: contacted doctors for an acquisition, or you decided to make like your concierge practice that was from a startup
Jared: ground up.
Okay. How was that process? Oh, it was phenomenal. It was funding. So one of my friends, he's a ER doctor, his name is smash. Yes, Emily. And so at the time. Nine years ago, he came to my office and you know how you have Vistaprint has like boxes of business cards.
And so he looked at my desk and was like, what is this? And I'm thinking to myself dude, they're business cards. Like you're a doctor. Just like, yeah, you see these questions. And so he was like, what is this? I was like, dude, they're business cards. And. he was just like, where'd you get these?
I was like, I went to different offices getting these business cards. Now, at the time, Vistaprint was selling business cards, like 500 in the box. And the whole box was full. He was like, bro, you went to 500 practices. I was like, and your point? And at the time, it was maybe like 3, 350 and I went to literally, I went to door to door, bang, bang, bang, bang, bang.
Hey, my name is Dr. Williams and he was like, how did you do this? And I was just like, I just drove down the street knocking on doors and he was like, this is crazy. And so that's how the practice started. This was before, social media was like a real big thing and I knew of it, that's how we started.
Yeah.
Michael: Do you ever feel like that's easier though? Still till today, like going door to door instead of on social media sometimes. Yeah
Jared: the thing is this is not sexy and people are just lazy and, depending upon where you are, I think it's always best to do grassroots approach because it's long term, like those people that I still work with today. Like, I know where all the bodies are buried in the sense here in Houston, if you drive in Houston, if you could see it off the street, I've been to it hands down. they've seen my face lock in with cards.
That was over 10 years ago. To answer your question, yeah, 100%. To be able to touch and speak to the people, go to the practice, see what people are doing. it's given me tremendous amount of insight because now opposed to just being in my own box, which I consider a dental practice, being able to all these different practices from Medicaid, meals, and million dollar practices.
It gives me like a tremendous insight on the lay of the land.
Michael: Yeah, I mean, A hundred percent agree. When you went to these practices, what'd you say? What'd you do? What was the spiel kind of thing?
Jared: So I would go in and say, Hey, my name is Dr. Williams. I'm a contraceptive surgeon and I do third molars implants and IV sedation.
Does anybody in a practice do that? Of course, everybody would say, yeah, no yeah, yeah, yeah. And you know, of course, 10 years ago, I looked a little bit younger. people weren't too open or forthright with, welcoming to the practice. But it was a tremendous character building situation that has allowed me to use that to propel me in my career with training and just my clinical practice as a whole.
Michael: Gosh. So people would tell you like, yeah, no, don't worry. And then eventually they call you
Jared: or how did that work? I recall, like I would have my card, right? And I would say, Hey, my name is Dr. Williams. And for me I'm real big into personality assessments and my personality is like, I'm very analytical.
on the Texas Dental Board, you could look at all the different doctors who have certain qualifications and IV sedation is one of those qualifications you see. so I researched like a thousand doctors and I know that there was like only four at the time that were actually doing IV sedation who weren't.
A specialist. And so I would go into the practice. Hey, my name is Dr Williams, you have anybody coming to practice doing these procedures? And I know from the practice I would go to. I knew that there was only four and I'm one of the four. So I would literally go in and I give my card and say, yeah, we have somebody do it.
And so they would have my card and I would take the card out of the hand. Walked out because I knew that they were lying. Yeah. So it was like a real interesting. No, no, I mean, you know, startup, you know, if you're a practice owner, you're not faithful to a few things, you won't be made rule over many.
So, Business cards are like a real big thing. it's funny now that, you know, it's like two cents. Of a business card, but at the time, you know, just being married, there was a lot of stuff going on and, just following my mentor's advice and saying, Hey, drop the money, even if you don't have it, because it's going to, 10 X everything that you haven't.
So that little money that I spent on IV sedation is I've that I've returned on that. that's a good,
Michael: Way to look at it, but how do you know how much money and where to drop it at? So for example, if you're like, okay, IV sedation, I'm dropping it there. But if you keep that mentality, you're like, all right, I'm going to drop it here too.
And then what if the ROI is not?
Jared: I'm so glad you highlighted that. So you have to know yourself. I am a very analytical. And when I first started my. Career after residency, my focus was I want to make the most spend the least and enjoy life. So my focus was to get mentorship if my mentor didn't have 30, 000 on a Saturday night at 7 p.
m. Doing all those surgeries and he was, a terrible doctor. I'm not paying that money. he had the track record. He was practicing what he preached and patients loved him and he had the personality to go along with it. And so you have to, one has to look at themselves in the mirror and say, Hey.
If you spend this money, are you actually going to be faithful with spending the money? What happens is there's so many internet gurus that are out there saying, Hey, do this, take my course, do all these different things, but they're not practicing what they preach. They have no track record and they haven't been tested.
Or if they have been tested and they have, these wonderful reviews, how does that individual or the guru make you feel when you're asking questions that are super important to you? when I mentor docs, you know, I always tell them, you know, have that mentor pass that test.
And it's a three pronged stool. And it's just Hey, do they practice with their preach? How are their views? And lastly, how do they make you feel when you're in their environment, learning the skills that, they've been able to acquire over the years.
Michael: Gotcha. I like that. So then when it came to you, when did you start mentoring now?
Jared: So I've been mentoring since in college. So that story is a little interesting. When I was in college, I had a 246 GPA freshman year. Not great, right? It just keeps going. It's a story that keeps giving. And so my dad being a military in the military army ranger, I'm thinking being in Alabama, go to Oakwood University.
him being here in Houston, my mom being here in Houston, I'm thinking that he's going to go through the phone and start choking me, you know, like Bart Simpson, and I'm like, yo, I can't tell my dad because he's literally going to kill me. Like he was trained to kill people like he's going to kill his son.
I'm screwing around, going to parties, playing video games have a poor GPA and then saying I'm going to go become a doctor one day. It's It's not good anybody's background. When I finally built up the courage to speak with him I said to him he's like, what's that?
I was like I have a two for six GPA and he paused and I'm just waiting for him to lay into me. He was just like, oh, just go with the smartest person in class. And my jaws dropped and he hung up. Now, I'm at Oakwood University. If y'all have never heard of that school have you heard of E. T. Hip Hop Reacher?
Have you heard of Eric Thomas? Yeah, huh, yeah. Yeah, so we went to the same undergrad, right? When I'm in Alabama and I hear that message, I follow my dad's insight and I find the smartest person in class. And so, I got through college, first, got in dental school the first try.
And I was just like, you know, this is working out for me. And so I decided to marry her. So that's my wife now. She was the smartest person in class. I was going to ask you, like, how'd you, who was it? Yeah, no, my wife, my wife of 12 years, man. she did it. And so, just little true principles and staying in the right environment.
It's got me to this point. That
Michael: worked out, man. It worked out. How'd you do that? How'd you like approach like, Hey, smartest person in class. think you are that. So let's do this.
Jared: being a doctor, you're in the environment, so you see people and you know how we operate.
And what happens is this, we're like weird people. we're smarter than the average. And then when we get into dental school, a brow beat us for one millimeter. it's a big thing. And so trying to find the smartest person in class is very challenging, especially if you don't have anything to offer.
And so, you know, when I found an individual who was the top humble and was willing to help, I literally decided to. Throw my ego out the door so that I could, be successful and, that's the reason why I decided to train GP specifically within one of the more harder procedures in dentistry, a third molar surgery, because after getting students in dental school with Low GPA and me getting dental school and then getting 8 to 10 other college students in dental school and then successfully matriculate through dental school.
I was like, wait a second, there's something to this. And so 1 of my mentors, Ronnie Brown. She's in the dental speaker industry, and after having a conversation with her, she was like, Hey, you got a gift with this whole mentorship thing. And so the reason for me of wanting to mentor is because for an individual who had a low GPA, I know what it feels like to be at the bottom.
I know what it feels like to not have those good grades, and I know what it feels like to be, feel like less than. And. When I realized that, Hey, I have a gift of mentorship, but then I also figured out I cracked the code that is only supposed to be done by specialists who have four to six years of education and I could make it easy for a GP with little to no experience and they could treat more patients, they could tap into a 3 billion business industry and that's 2008 or 2016, literature, and they could change how they're practicing, you know, they could, turn their practice from stagnant to profitable in months flat, it's very humbling. And I take that gift very seriously because I believe the Creator put me on this planet to do that because if you could, go from looking at your account, go red, go negative and, you know, trying to shift money around or, just wanting to jump out of phase of, you know, imposter syndrome, thinking that you can't do something when you're more than capable to do something, I want to have and give individuals, specifically GPs, that confidence they need to, jump in their career because if I look at what a doctor in Ohio was able to do for me I've touched individuals around the globe and he doesn't even realize that.
the butterfly effect of being able to, give individuals the skills to be successful and then I don't, chain them to me forever because it's just like, if you don't come to me, then you will never be successful. I don't like that because I know what that feels like 246. I have to be relying upon.
Did it get the notes? I can know that feels like it. I never want anybody to feel that. And so, like, I have like a real, real, real desire of helping GPS. In that forefront and then just other practice owners as well. Yeah,
Michael: I like that, man. I like how you humbled yourself, right?
Because I feel like when we do that, when we try to find somebody, you really do have to put that and imitate instead of compare, right? Because when we compare, we compete. But when you imitate you can say, okay, I'm going to try and do what you're doing and then as you develop, you're like, I'm going to do it this way now, kind of thing.
when it comes to you, I to break it down now for us, actually for everybody. How can we do that today? How can we make it easier with third
Jared: molars? Number one, you have to get off social media, in the sense of that's your main source of education. That's what I mean. Stay on social media because you wouldn't be able to have this information right here.
Follow, follow, stick with me, guys. It's 246, it's 246GPA. That's how y'all probably gonna remember me now. if you're relying on not paying to get education. It's not gonna work. I take principles from any place I possibly can and one place I get principles from and I'm not trying to convert anybody into anything.
But. There's this principle, it says, if you're faithful over a few things, you'll be made rule over many. That's number one. Number two is, where your treasure is, there your heart shall be also. So basically, if you spent two to three or four hundred, five hundred, even now, eight to nine hundred thousand dollars for your education, You're going to practice dentistry, unless you marry up, That's true. So since that's the case, you have so many doctors who have taken time to, put their treasure into their career, such as dental school, and now they're doing everything in their power to Live the good life, but it's very challenging to live a good life without sacrifice and sacrifice isn't giving up something of higher value to get to give something of lower value.
It's the opposite. It's giving up something of the lower value and getting something of greater value. And so another little principle I like to go by is this is that, wisdom and knowledge and understanding is far greater than rubies. And so you don't find rubies just walking down the street.
last time an individual's seen a ruby, it's between glass, it surpasses what's on the other side of that glass, which is those rubies.
And so I would say when an individual has that unction, That is, I believe, the creator letting you know, Hey, put this desire in you so that you could serve more people. You could live the life that you're wanting to live and you could, help those that are around you. And so when an individual, gains the courage because it's very challenging, gains the courage to, bet on themselves and realize that they're good enough and that there's greatness inside of them. You know, The sky's the limit. And I believe that's the first step.
Michael: So to gain the courage, right. to understand and be like, okay, and for lack of a better word, I'm willing to put down the cash, I'm willing to put invest in myself kind of thing. I would
Jared: say this, so it's not always just giving the money. It's just on YouTube, there's a lot of resources on there. Like your podcast. This is one that's not paid.
Not yet. At least Patreon is coming. If not, I got you covered. I got you covered, but it's just there's so much content out there. And so once again, just going back to those three pillars, When you're going to look for somebody, how do they make you feel? What are their reviews? And do they have the track record to actually back it up?
And then once those things are established, then be confident with your checkbook and bring it out. it's super challenging. Cause you know, I've seen surgeries on YouTube to where individuals will cut out 15 to 30 minutes of their surgery. And splice And then you have a lot of GPs, young and old, they're watching these things as their main source of training and education. And they get into their, operatory and it goes south and like, I follow the video to the T. Yeah. it's super challenging. for instance, for myself I'm a clinical assistant professor at the GPR program here in Houston.
So it's not like a fly by night type of thing. Like I have, the credentials to back it up. So, It's one of those things where take a GPR, there's a lot of free resources out there, but when you really want to get serious and take your skills to the next level, then bring out the check, but don't lead because there's a lot of grifters and snake salesmen out there.
So be careful.
Michael: Yeah. Okay. So then real quick, if you don't mind me asking. Before this to now, how much are you making?
Jared: So I would say yearly, maybe quarter million, but I only do four days a week, four hours a day. So each day, okay.
Michael: Four days a week, four hours, four, eight, 12, 16, 16 hours in a week.
And then everything else is just your mentorship or funsies whatever you want to do kind of thing.
Jared: funsies is mentorship this is not like, and, or like, I was doing this for free for years. I told you I was going back all the way back in the dental school.
Like I got people I've been mentoring for years, so this is not Oh, I'm doing this to get rich. Like I'm doing this because I'm already rich. You're just enjoying it. I'm just enjoying it. And the thing is this, like I said, like the only reason had to put a dollar figure on it is because if people don't pay for it, it's going to be like, ah, whatever.
Bye. How many times have you gone to Costco and get a sampling? I don't like this, throw it in trash. But if you bought it with your hard earned money, like you're gonna appreciate it or, take advantage of it. there's so many docs have reached out and says, Hey doc, how can you tell me on these thirds?
And, I give them some counsel. And they just run with it. And it's fine because, I give a tremendous amount of free content on IG and YouTube. But it gets to a point to where, if you don't pay, it's going to be hard to play and I'll give you an example. So there was this doc, he was from New York and he reached out to me.
He was like, Hey, can you um, help me? With this case. And I was like sure. I never met him. he never took a mentorship, hands on live course, online course, five day challenge. None of these things. Bought a book, nothing. I'm a nice, I mean, this is what I do. So reach out to me on Instagram.
And he was just like, Hey I got this case. And so he's telling about the case. And I was like, all right, sounds like he did everything well. What happened was He treated the patient on a Thursday and he reached out to me on a Thursday evening. And he was just like my patient's still in pain.
What should I do? He's in New York. And I was just like tell me what you did. So I'm listening to stories I was like, check check, check, check, check. And I was like, hey man, you did a good job. Go about your day. And so he called me Friday evening about 4 30 and he's five years practicing. He doesn't have his own practice.
He's doing, associate in a practice. And so he's like, Hey man, what do I do? And I was like, tell me what happened. So he tells me again, I was like, bro, man, you're good. Just go about your day. He never met me like one to one. He just talked about his case and he left. So when he comes back. Just, that Thursday contact me Friday.
He's like, what do I do? And I was like, man, just let the patient go. Like you did everything right. He was so fearful that he was like, I don't know if I trust you. So what I'm going to do is this. I'm going to do it my way, his way. I'm listening and I'm like, you don't trust me. And the reason why you don't trust me is because you're not tied to anything. it's just you on the line. So I was like, hey, man. How about you do this? it sounds like you just want to send her to the ER. So just send her to the ER and just follow up with her. So he's like, all right, I'm gonna do that. So he sends it to the ER.
Guess who's there? Who? Our friendly oral surgeon, So I have tremendous amount of friends who are oral surgeons. I wouldn't be in this position right now if it weren't for oral surgeons. But there was a non friendly oral surgeon that was present. And the oral surgeon was like, who did your surgery?
She was like, oh, my doctor. He was like, no, what type of doctor? And he was just like, oh, my general dentist. He was like, general dentist should not be taking out their molars. And she was like, huh? She was like, that's exactly why you have this issue that you have right now. It was like, you need to have him pay for your emergency care.
That's at least a thousand, two thousand dollars. Yeah, you could feel the pain coming. You need to pay for your, you need, he needs to pay for this visit. You need to write a complaint and you need to sue him. And imagine doing anything for five years, let alone dentistry. And you get a call from your patient saying, you're going to pay for this.
I'm going to sue you and I'm going to give you a bad review. That is a gut punch to everything in your career and confidence within dentistry is like key, especially, doing a surgery that is reserved for specialists. He's distraught. He's fearful. He's scared. And so a couple days, he reaches back out to me.
It's like, Hey, doc. I don't think I'm going to ever do third molar surgery anymore. And I'm like, why? It was like, man, this thing took a hit to me. And I was like what happened? It was just like. When he took out the tooth, the surgeon took an x ray and he saw that there's a little piece of bone, Interceptive bone, after you do extraction, there's like bone that could be moving in that area, and it could cause pain.
And that was the issue. And that happens against a majority of extractions that individuals end up taking out. And so imagine learning from online, you don't get any feedback. You don't have any necessary counsel. There's no let me get into a community so that if this thing happens, I can bounce ideas back.
You're just literally operating as a lone ranger or some people would say a maverick. And then this happens. And I feel so sorry for the guy because. Now he's five and a half six years now, he's never going to pick up a procedure to where it's a 3 billion, not a million, 3 billion industry. And that's. Almost 10 years. statistics over 10 years ago. Imagine what they are now. you see what a box of cereal is in the store now, there's, it's not uncommon for me to charge out like six, 700 for one tooth, let alone give up the opportunity costs on my whole entire career.
really sad. On the flip side, there's docs who have more practices that they lay flaps and they're taking out completely bony impacted wisdom teeth the day that they're in our trainings. We have docs who are getting five star reviews in their first hands on live course that they've worked with us on.
We have individuals who are doing cases that most specialists wouldn't take on in less than four weeks, and I'm humbled, but when you have a gift, your gifts are going to make room for you. And when you have the wisdom, you could make things that look hard, easy. And so that's my passion behind it.
So, you know, when you do surgery, surgery is the most highly compensated skill on this planet. Now, if we just focus that into just dentistry, third molar surgery, which everybody has, I don't recommend all people's wisdom teeth taken out, but there's 6 million people here in Houston.
Million growing. Yeah, man,
Michael: that's good. I like how it went niche to niche. Do you know what I mean? It's like really like third molar dentistry actually, you know what I mean? And then So would you say Jared? That's something that dentists can do today or gps can do today to improve their Marketing or their business.
Jared: 1000 percent even if you were to have a before and after picture and put it in your operatory and say hey we offer third molar surgery People are going to come. Case in point, when you had the lockdown, the only people that closed were individuals who were doing non emergency procedures. So if you're in pain...
Patients are coming into you. You don't have to sell somebody getting out of pain. You don't have to come up with a, sleazy way of getting people in. If you can get somebody out of pain. They will come and you don't have to fight them for the finances.
And there are situations where, there's a lot of docs are like, Hey well, I can't get, insurance to cover these things. There's ways around it. I've been doing this for 12 years. And to be able to offer that service, it's huge. So for instance, here's a little math for you.
The average third molar tooth to take out is roughly about 425, Nationwide. If you were to do 12 patients, so 14, that's little less than 21, 000. On average, if a doc, if an office is referring out 12 patients out of their practice, that's 20, 400 to walk another practice every month.
A regular surgeon is doing about 10 cases per day. That 20, 400 is without IV oral sedation, nitrous, PRF, bone graft, and membrane. So if you were to add those things that 20, 000 could end up topping about 30, 000.
Michael: Wow, man. Okay. And by any chance, do you teach like how to, market attract this
Jared: Absolutely. We have some different offerings for GPs, but yeah, we teach the exact system on how to market. Okay. How to get your exact clients so that, they're not coming in and doing a U turn right out of your practice.
And we offer all those marketing, items so that individuals can add water, mix, and drink. Yeah. Gotcha.
Michael: Okay. I like that, man. Now. These next questions are just to get in the head of someone who isn't like, if you're not totally involved on the clinical side right, more on the business side of dentistry.
But for you, what do you feel that needs to be changed for people to be open more to dentistry? For example, you know how a lot of people are like, no, I don't like the dentist. No, I
Jared: don't like it. The pain.
Michael: Oh no. It's only when they get to the pain point, right? Where there's sometimes they're like, I need to go.
How can we, yeah, the patient. Yeah. What needs to change for people to be more open like, man, this is great.
Jared: I like it here. So I have an actual book on that. It's the book is called how to get any patient done. Thermal addition, but you can apply it across pedo process, the whole nine. It applies to everything if you're listening to this, all I'm giving you is principles and principles operate any and everywhere.
All right. So the reason why that happens is because doctors. Speak like they're doctors to patients. That is a problem. If I speak to you in a different language and you don't speak that language, We're not going to move the needle in terms of communication, correct? If I start yelling at you and talking like this so that you can hear me in a different language, that's not going to move the needle, right?
So here's a little stat and I'll give a practical tip that you could actually in America, the average. Reading comprehension levels, third grade, we as clinicians have high school, college, four years, dental school, four years. And if you did a residency, one more year. So that's nine years of education.
When you speak above the level to your patients. And they're in pain and they don't trust you. They're not going to want to move forward with services. I'll give you some examples. So when I speak to patients, I speak to them, not as if they're stupid, but I use my language to speak to them at a third grade level.
And this works in million dollar practices and it works in Medicaid mills. And when I say that is this, I am doing a show and tell approach on what we're doing. I don't use any terms. So like the mesial angle, the complete bony impact. It wasn't like the sinus, like not many people understand and can comprehend that regardless of their educational field.
Even if they went on to Google, they'll have a reference, but typically that reference will be a little off there's little different innuendos and different thoughts with different things when you go different cultures and communication. Yeah. Yeah. And so when you speak to an individual.
On a level that they could communicate with your success rate will go up at least
40%. So let's just say I'm working on a patient, right? And they're fearful. First thing's this, I'm going to get on their level and I'm going to remove all clothing that has any type of association with dentistry. As much as you can, right? Docs will have their lab coats on.
They'll have their masks. They'll have their loops and they'll say, Hey, I'm Dr. such and such. How are you doing? So one has to do is mirror the actual individual. Oftentimes when doctors come in, they're sitting up like this. And they're looking down at the patient. That's a paternalistic approach. Now, what you've done is you've taken the more dominant approach opposed to bringing your chair down and you're sitting at their level.
That make sense? Yeah. And so what you're doing is you're showing deference to the individual. Then the next step that you want to do is ask the patient after you introduce yourself with a warm smile. Because when you smile at somebody, it hits their limbic system and you have a mirror. And so anytime you smile at somebody, You typically want to smile back, what you're doing right now.
Yeah, it's good. Yeah, this is for my mentor, Chris Foss. He's a hospital negotiator, so these things could operate anywhere. the next step that you want to do is ask the patient, how can I help you? Everybody wants to be served. Everybody wants to be served.
Most times docs will come in and say, all right, how can I help you? I'm here for you, opposed to you here for me. And so what you want to do is reverse that role and be like a waiter, a righteous serving this individual and say, Hey, how can I serve you? And then show active listening, write it down and say, is this what you mean?
It seems like this X, Y, and Z. And just rephrase what they said back to you once you have that done, then you will then proceed on whatever procedures doing specifically thermal surgery. So what I do is this. I'll go on my screen and I'll actually point out. The actual teeth that we're actually working on real simple And then I'll let them know, Hey, you see this nerve right here. The reason why I bring it up is because if the nerve were to be disturbed, there's likely having numbness. Now, when I say disturbed, opposed to damage. There's no anxiety associated with disturbed versus damaged because if you are on your phone and you're like do, do, do, we're sorry, the service in your area has been temporarily disabled or disturbed, if you say damaged, you go like, man, this person's incompetent.
And these are the things, associations that your patients are bringing in and thinking as you're speaking to them. Then I'll go on to say, Hey, I will plan 10 steps ahead of the patient. So if it's a mesial angle impacted wisdom tooth, and there's a tooth that it's butting up against, I'm gonna let them know, Hey, there's a likelihood that your tooth Could press so hard in tooth that we're leaving there that it could cause damage.
And so when it's damage for them, I put the onus on them because I didn't cause it. But if I did something, it was disturbed opposed to the reverse. That make sense? Yeah. Yeah. I'm using my communication in such a way that it's so simple, but it doesn't ring off any bells in the brain to say fear.
And that's why patients say, I think I'm going to ask my spouse about this. I think I'll take another time. And so by doing these items, what's going to end up happening is your conversions are going to skyrocket because the number one way to get patients to say yes is to get on their level.
Once you do that, then you want to make sure that you answer all their questions. I can't tell you how many times I've been in somebody's practice and they're telling the patients what's going to happen because the patient isn't on the same page. I will spend 10 15 minutes just answering questions because answer questions are Indicative on desire from the person that wants a service from you.
And what happens is because we're so fast and wanting to move to next patient this, this, this, this, this. That patient feels that energy and the energy that you're wafting out hits the patient, hits your assistant, hits your front desk staff. And so you're wondering like, man, why is my practice so stagnant?
It's because you're giving off energy, like a foul odor, you know, people have, you know, you can't see it, but you could feel it and you could really hit your senses. And so when an individual understands that, and it's just the. Awareness of these items.
Individuals flip almost instantly because it's not that this information is new. I didn't say anything new, it's more so the awareness of those things. And when a doc is aware of these things. If their energy's good, when you walk out the practice, guess what the patient's gonna say? So what do you think?
And they're a dental assistant, didn't go to dental school, didn't do anything. And so what happens is this, if your energy's bad towards your assistant, or you decide not to pay them, or you try to screw them over, do all these different things, they say, yeah, I don't know, I'd probably go to the next practice.
I can't tell you how many assistants have said, you know what, my dentist really is screwing me over. And how many patients they've sent out. so if you're a doc who's like, man, I want to grow my practice, but you're not communicating on the level of your patients, you are, have zero awareness of the energy that you're putting out, you don't know your personality type, so you don't know what you could accentuate to bring more patients in one of my mentors says, it's like, there is a guarantee to being successful and you're guaranteed to being not successful.
Like There is a formula to both. And oftentimes that lack of awareness is causing people to literally lose over and over and over. Like, brought this marketing program. I took this course. I did this. Yeah. Yeah. Yeah. Yeah. Sorry, but I'm giving too much. No, no, no. That's good. Yeah. And so I've applied these to my practice and I've given these blueprints to docs and it's just they're killing the game and it's pretty interesting.
And you could literally see somebody who is brown knuckling or white knuckling a chair go from anxiety to a 12 to they're saying, Hey, let's take a picture and put it on Instagram, but on social media, because they felt that from another practice that they've gone to. And the energy that they felt with us and individual take our trainings is like, man, it's a completely different story.
Michael: Yeah, man. It's so interesting. You mentioned all that because you think about it when it comes to, Oh, let me ask my spouse. I feel like I've gotten training in like, how do we overcome that question? but we never really talk about like. that question might not even ever come up because of everything you're doing, which is what you mentioned, right?
Like, Get on their level, talk to them, in a, elementary type of style, like third grade, like you said, right? Make sure you're using simple terms, easy things that way you don't have to be like pushy or salesy or, or anything like that.
Because I feel like a lot of the doctors are sometimes like, I don't want to be too salesy. Oh, you want to talk to your spouse? Go ahead. Talk to your spouse. And so that's interesting. I like that. That was a goal. Good stuff. So then when it comes to this, your third molar extracts, right? Courses or
Jared: study club.
so for docs like, Hey man, I like what he's got, he's saying, I Googled him up. I saw that he's actually legit. Michael wouldn't bring anybody on this, podcast. That would be sleazy. So I'm going to check him out. what I would say is this, is that we have our.
Third molar challenge and we offer it on a consistent basis unlimited basis to where we have docs who have little to no training come on our five day challenge and the whole five day challenges on the premises is for you to build confidence, third molar surgery and this challenge and so we're giving you our exact blueprint To where the individual, the doc could come on and ask all their burning questions.
They could get CE, they could be in a community of docs who are all around the globe learning how to do third molar surgery in their exact same spot as you are. And then you could also, network with these individuals and, continue to grow your practice. And so I would say this is if individuals like saying, Hey, I want to learn how to do it.
I would say, go to thirdmolarsurgery. com. Three R. D. molar surgery dot com and go there. And what happens is they could sign up for the next slot that we would be offering and go from there. If it's an individual that It's just like, you know what, I'm really not interested in the third molar surgery part.
How can I like really speak to my patients so I can get those conversions up? I would say, go to my website, jaredwdds. com, and we have a book. It's our how to get any. Patient Numb Thermolar Surgery Edition. And in that book, it's not just for doctors who are just doing thermolar surgery, but it talks about in depth on how to speak to your patients.
It gives you a script on what to say and how to say it so that you could literally have those conversions go from 10, 12, 13, 14, 30 percent and start boosting up into the 90 percentile just by using some of this framework that we're highlighting here.
Michael: Nice. So guys, that's going to be in the show notes below and then...
Jared, thank you so much for being with us, man. It's been a pleasure. If anybody wanted to reach out to you specifically on social media, how can they
Jared: reach out to you? Yeah, so it'd be the jw method. So t h e J w method m e t h o d on ig and DM me on IG. You get there.
Michael: We'll put all that in the show notes below, but Jared, thank you so much for being with us. It's been a pleasure and we'll hear from you soon. Thanks
Jared: boss.
(If you DO want to work with Golden Proportions, they are actually giving all our listeners 2 EXCLUSIVE DEALS)
Reach out to Golden Proportions here: https://go.goldenproportions.com/dental-marketer-deal
In this week's Monday Morning Marketing episode, join us as we dive deeper into the world of Google Ads with our special guest, Xana Winans, from Golden Proportions. Get ready to supercharge your marketing strategies as we uncover tips and warnings for a successful Ads campaign. We'll unveil the secrets of setting the perfect Google Ads runtimes that sync with your office hours, discuss what a sensible ad-spend budget entails, and break down click-through rates in relation to your service offerings. Plus, we'll show you how to address potential patient objections effectively and gain a competitive edge over rival offices through savvy keyword usage.
Jump into this episode with Xana to hone in on your best Google Ads strategy in this forever-evolving ads landscape!
You can reach out to Xana Winans here:
Website: https://www.goldenproportions.com/
Other Mentions and Links:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Xana, so talk to us about Google Ads. How can we utilize this or what advice, suggestions, or methods can you give us that will actually attract new patients through our Google
Xana: Ads efforts? Oh, there's so much good information in that question you just asked. That's loaded. so there's a lot of things that make Google Ads successful.
And let me hit on just like a couple of really important tips. One of the first ones is, be very wary about using Google's own artificial intelligence that they're trying to make it look really easy so anybody can do their own Google Ads. Because if you are using Google's own artificial intelligence platform, you are potentially wasting a lot of money on clicks that are not valuable for you.
and, you don't have as much control over reaching the proper target audience. And besides that, Google's gonna actually, you're gonna spend a lot more of your money and get a lot less for it. So, when we do Google Ads for people, there's a couple of things that we do to make sure that they are hitting that success versus what they've been trying to do on their own.
One is, and this seems so obvious, you gotta make sure that you are setting your times for your ads. Only when your business is open. Some people just run those ads 24 7. But let's think about the patient experience. When patients call, we know that they want to get in immediately, they've got about 3 days to get scheduled.
they do not want to get into a practice that scheduling, They to be able to get in pretty quickly. So they want to be able to. Get in, they want to be able to get a hold of you because you're an errand they're checking off their list. So if you're running, you're at it nine o'clock at night and there's nobody there answering the phone, it's a complete waste of your time and of their time.
one way to overcome that is to use online scheduling. Which I think is critical for absolutely any Google Ads campaign because you want to capture people while they are in the moment and they are ready to make their decision. So ideally using online scheduling, but at the very least, people sometimes have questions, so make sure those ads are only running when you're open.
As a matter of fact, I usually stop them about an hour before the practice hours are over. Because we don't always make our phone call immediately when we're doing our research. It might take us a little time and we want to make sure that that phone call actually becomes an appointment.
another thing that I think is important to think about is the topic that you are using in your Google ads. So there's a lot of things that you can advertise for. You can advertise for just general dentistry patients, emergency patients, peds patients. Those three are great. Those are the winners almost every time.
But a lot of doctors want to use Google ads to go after things like dental implants, all on for cosmetic dentistry, sleep apnea, TMD treatment. And here's what we've learned. The click through rates. Those higher level campaigns can be insane. Our click through rates are usually honest to be 27 to 35 percent on those campaigns.
So literally like 35 percent of the people that see your ad when we're running it, we'll click on it. Go to a landing page. The difference is these types of leads are doing a lot of research. They're what I would call their higher up in the funnel. So they're exploring all of their options. And these are not the leads that are going to just click to schedule an appointment or just call you and immediately make your appointment.
There's a lot of contact follow up contact that they need. So, you know, When they call you or if even if they submit a form, for example, it often takes 7 to 9 additional touches before they are ready to commit to an appointment. So if you're just sitting there and waiting for them to like, make that decision on the spot, you're going to end up really frustrated because you'll get a lot of clicks and a lot of people who seem to be interested.
But a lot of them won't convert into appointments. So you got to be ready with an outbound, text messaging campaign, outbound phone calls, outbound emails to keep in contact with that lead until they are ready to schedule with you. another thing to think about, and this one's so frustrating for people in the beginning.
Have you ever heard of the term fat finger? Where they
Michael: accidentally click it? Yeah, yeah, yeah. Me all the time, yeah.
Xana: Yeah, so we're all on our cell phones, and you type in, Dentist in Lewisburg, I'll give you from my community. And there's a couple of listings that come up, so you can have a combination of like, somebody just accidentally clicks on the wrong listing with their fat finger on a small cell phone, and then it's a wrong number phone call.
And the teams kind of can say, oh, I'm getting a lot of wrong number phone calls. Well, there's still people who are looking for a dentist. So it's still an opportunity to convert them into an appointment. but 1 way to help overcome that is to actually. Upload a list of all the competitors in your area.
As negative keywords before you launch your campaign. And here's why. So if I typed in Dennis and Lewisburg, the area that I'm in Google is gonna be doing, we've got exact match and then kind of some broad match keywords in there. So it would bring up anybody for an ad that had the words dentist and Lewisburg in it.
If I'm a dental practice named Lewisburg Dentistry. The odds are very, very good that my Google ad is going to appear at the top and people are going to think that's what they're clicking on. and it's basically just going to be a waste of their money. So we want to eliminate as many fat finger phone calls as possible.
So uploading that list of competition helps maximize your budget right out of the gate. you had mentioned before we started talking about budget, like what's the right budget for people to put for this? The budget is, I generally say it's a minimum of 1, to be able to do it properly. And if your 1, 000 only gets you one mile or 1, 000 gets you 10 miles, depending on the area that you're living in, real key is about your impression share.
So do you know what impression share is? No. Okay, so anytime somebody would be searching Dennis in it's the percentage of time that your Google ad is going to show up in their search results based on, how many dollars you have available. So if your budget is, say, 500 a month and you're averaging 15 a click. You might miss out on an awful lot of traffic simply because your budget has already been spent for the day. And you might have a very small impression share. So there might be 100 searches for it in a day, but you might only be getting 5 percent impression share because the cost per click is so high or your market area is so wide.
It's a lot better. Instead of necessarily just going with budget, it's more about setting up the parameters of the campaign to make sure that you are maximizing your impression share. You want to be able to make sure that your Google ad is showing up a minimum of 80%, 90 percent of the time when somebody is doing a search.
Otherwise, they're clicking on your competitor's ads.
Michael: Okay. Okay. Interesting. So more budget better, but if we don't have the more budget, what do we do? We just hone in or what are you thinking?
Xana: so yes, you can, limit the hours when your campaign is running. For example, uh, I've seen practices where we'll only run it, say Monday, Tuesday, Wednesday.
And we'll front load that at the beginning of the week because we know those people want to get in quickly. So we want to make sure that we're not running an ad on a Friday where they're not going to be able to get in until Tuesday or Wednesday of the next week. so you can kind of compress your budget that way.
You can limit the size of the market area that you're in instead of that 10 mile radius. You can say, I'm, I'm just going to make sure I'm capturing everybody in a 1 mile radius, or I'm going to pick a. Particular zip code that's important to me. Maybe everybody in your immediate area knows you. So we want to go outside of that area and just target a certain zip code.
so there's a couple of different things that you can do to really maximize that budget. The thing that I always keep in mind with budget and I tell everybody this right out of the gate is that. It's always going to go up. This is a bidding situation, teasingly say Google clearly does not have enough money.
this trillion dollar organization. so they're going to make it harder and harder for your ads to appear until you spend more money per time that somebody clicks on your ad, which means. That you will not get as many clicks for the same amount of money over time. So what might start out as a thousand dollar budget might have to be 1, 500 the next year or 2, 000 the year after that.
It's not growing quite that quickly, but just know that sometimes you're, you're going to probably have to end up spending more money to get the same amount of traffic over time, just because those ad costs are going to go up. There's kind of a trend lately. Have people been talking to you about these sponsored listings up at the top?
Michael: Yeah, yeah, it's a is there a green check mark I want to say or something like
Xana: that or yes So these listings the thing that's really different about these listings before Anybody could buy a google ad and set up a campaign. I I mean I could be the guy down the street I could be somebody in china. It doesn't matter anyone could set up a campaign These sponsored listings google is making you go through this deep verification process.
You have to give them Uh, not just prove that you're in your physical location, they need to see your actual credentials, like they need to get your, forget exactly what it is, if they need your diploma or your license number or something, but they need actual proof that you are a licensed practitioner and they're not doing it in every market, the area that we're in is rural enough, they aren't doing those sponsored listings yet, they're still just kind of testing it in some of the more major markets.
But the thing with these sponsored listings that's really kind of interesting is Instead of saying, I have, you know, a budget of 1, 000 and I'm trying to get as many clicks as I can at an average cost of 5 a click, you're paying for performance, so they're charging you per phone call.
It is their call tracking line that is used. And so when someone clicks on that ad and calls, it's running roughly around 100 per phone call. For an appointment, which cost per lead, that's actually not terrible, but you got to have a team who's ready to take the phone calls and are able to convert those leads into good appointments.
So, I still kind of see those in like the, testing phase where people are figuring out if they're worth it or not are the. The searcher is actually going to respond to those or not. in my humble opinion, my favorite one, mean, obviously we all love Google Ads and just in general, but I love the ones that are in the Google Maps listings.
That you can do a sponsored listing right in all of the Google Maps so that your name appears at the top. If you are in a market that's so competitive, you can't get into, one, two or three position in your market area, just buy your way into that list.
Michael: Okay. Interesting. Real quick. If you could kind of guide us throughout the part where you were discussing the topic on Google ads, how to keep in contact with the outbound, this. So they click, they don't sign up. You said it takes several touch points. How can we build something there?
Xana: So, uh, great question. It's actually something we're working on is, is trying to close that loop for the doctors. but the idea is when somebody calls they have questions, they're not ready to make a decision yet.
So the team first off needs to be ready with a list of very common objections that the caller is going to have about that particular product. So let's say it's cosmetic dentistry. People are going to ask, what does it cost? Is it covered by insurance? How long does it take? Is this painful? can you fix this particular problem?
What do you charge per tooth? They have all these questions. First step is for the team to have all of those objections written down and your answers for them figured out. It just makes for a better experience. People are not going to make their decision in the moment. You'll get a couple. That you might be able to bring in for a consult, but most of them are like, okay, let me think about it.
That's where it's important to get a follow up phone number, a follow up email and then set a regular outbound set of touch points. So, over the next couple of days, email, phone call, text message, and kind of repeating that process until you get that person to make a commitment because they're doing a lot of homework.
they're, um, talking to a lot of different options to see who's going to be the best one for them. And honestly, the person who makes the sale is usually the person who's just more active and showing more interest in that prospective patient. Mm.
Michael: Gotcha. So, stay active. Basically,
Xana: right. You got to stay really active.
You can't just take that one phone call and let it die with, leave it up to the patient. If they're going to call me back, the team has to be the outbound salesperson who is actually calling and following up with that patient to see if they can move them forward. honestly, it takes some, some good sales training for teams who know how to do that.
So I see this a little more successfully in some DSO practices, where they're, they're able to invest in like a call center and people who do some of that outbound follow up. Do you have any practices you've seen that are really successful with that outbound follow up? A couple,
Michael: it's more front office skills training that I've seen where that works.
You know what I mean? Where they have like the. Confidence to know what to say and do when they follow up and they send a text or they have a software that does all that, right, that sends a text and things like that. Um, but I can see how the bar drops a ton right there, you know what I mean? And then they go and say, well these ads aren't working, who's clicking them, you know, kind of thing.
And it just falls apart. So I can definitely see that in that scenario.
Xana: In my opinion, one thing that I found to be a little more successful if you don't have a team in place who either has like the time or the experience to do all that outbound follow up. I'm a big believer in bring these patients in under a general dentistry campaign.
People who are just looking for I need a new dentist, they're going to come in, they're going to go through their hygiene experience, they're gonna have a comprehensive exam with you that is better than anyone they've ever had in their entire lives. And They build a relationship with you, and you can start asking them questions about, so what do you think about the appearance of your teeth?
Is there anything that you're unhappy with that you've ever wished you could fix? Would you like to know what your options are? you've already got their attention because they're in the office. I find it is much easier to move those types of patients forward to things like implants and all on four and cosmetics and sleep apnea.
Once they know who you are as a doctor, And why you're qualified and they like you as a person and they like your office. So, I find it is a far better spend of your money to actually go for the general to kind of get those big procedures in a roundabout way.
Michael: Gotcha. Awesome, Zonya. I appreciate your time and if anyone has any further questions, you can definitely find her on the Dental Marketer Society Facebook group or where can they reach out to you directly?
Xana: I'd say best way is go to our website, golden proportions. com. There's a chat button in the lower, right? There's usually somebody on there monitoring at all times. I tend to take the after hours ones and happy to have a conversation, answer any questions that your listeners might have about ads.
Michael: Awesome. Thank you so much, Zonya, for being with me on this Monday morning marketing episode. My
Xana: pleasure. Thanks, Michael.
Today I want to tell you about our sponsor for this episode, Olsen Dental Chairs!
Imagine you're a dentist and you spend your whole day around the chair... Well, Olsen has over 40 years of experience in making those long hours as comfortable as possible for both the dentist and the patient!
If you're a dental professional looking for high quality, cost effective, dental equipment, check out Olson dental chairs!
Click this link and mention this episode for a limited time FREE installation with your purchase!
Guest: Damien BonnerBusiness Name: CAD-RayCheck out Damien's Media:Website: www.cad-ray.com
Cloud-based Dentist CAD Software: https://www.clinux.pro/
Facebook: https://www.facebook.com/cadraydental
Damien's Facebook: https://www.facebook.com/mayorofkp/
Email: damien@cad-ray.com
Other Mentions and Links:Patterson
CEREC
Align Technology
Medit Scanner
3Shape TRIOS
Spear Education
Zoom
TeamViewer
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Be careful with tech companies that sell products without healthy support. At CAD-Ray, they walk through it with you step by step, even offering assistance in the clinical realm.
- Patients want to see your cool new tech. Be sure to proudly display it in the office and give patients a chance to share on their social platforms!
- If you make the patient part of the process with your technology, they will love to share with their friends.
- Change is good, but too much change at once in your office can be tough on your team.
- If the team isn't 100% on board with the tech changes, the switch will go poorly. Be sure to show them the value of your new tech!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: All right. It's time to talk with our featured guest, Damien Bonner. Damien, how's it going?
Damien: Good. Good. How are you?
Michael: Doing pretty good, man. If you don't mind me asking, where are you
Damien: located right now? well Actually right this second, I'm in New York, I'm a longtime native of New York, but moved to Florida market about 18 months ago, just up here visiting some family this week.
Michael: Oh, okay. Moved to Florida just for funsies or like it was.
Damien: I don't know if I want to get into all that too much politics, too much taxes, too much things in New York that uh, after 43 years of living here, I've had enough and uh, took the family and moved to what we thought was gonna be greener pastures.
And, so far has been everything we thought it would be especially with the, uh, no state income tax on my, uh, salary. So very important for us. Nice,
Michael: man. Awesome. So then, Damien, talk to us a little bit about your area of expertise. What
Damien: specifically do you do? so I'm a believer in in your why and what your why is, Not so much what I do, it's why I do what I do. So my goal is to help every dentist become digital so that they can offer a higher level of, Thank you. Patient care and patient satisfaction for their patients. So what does that mean that I actually do? I sell digital technology in the dental space.
I've been doing so since 2008. What
Michael: type of digital technology do
Damien: you sell? In 2008, I started with Patterson Dental as a CEREC specialist, so in office manufacturing, CAD CAM systems digital technology back in the day. Sarah was one of the only players, if not the only player in the marketplace.
When I first started today that's obviously grown to many other technologies that offer digital scanning. Intraorally 3D comb beam technology practice management software, CAD software in office manufacturing. And now the big thing is that 3D printing. I went from being a specific CEREC specialist to now selling all the products I just mentioned.
Yeah.
Michael: Man, that's really good. So then how'd you get into this?
Damien: by accident I was in the mortgage industry back in the early 2000. So if you've ever seen the movie the big uh, now I can't remember the name was the movie was but It was a movie about the mortgage industry and subprime lending.
I was right in the middle of that noticed things pretty early on that I was making way too much money for doing way too little work and something wasn't right. lo and behold, the market crashed and. I went from a decent salary and commission to making 25, 000 a year.
And I didn't want to go back to that part of my life where it was very based on the market, I wanted to do something that I felt was going to change people's lives for the better. And I think everybody needs. Dentistry in their lives. They should. And I had a friend who worked for a line technology and said, Hey, there's this product called Eric and uh, there's an opening.
I think you should apply for it. So sort of how I got into it and no idea what I was doing and how I got into it, but haven't looked back one day. Man,
Michael: so rewind a little bit. Talk to me about how you felt when you were at that oh man stuff is racking up as far as like bills and stuff like that.
Damien: Yeah It's very demoralizing Hard on relationships Having to borrow money from my then girlfriend now wife to make ends meet but she stuck with me through everything realizing that you're at the highs, there's absolute highs and then there's the absolute lows. And I was definitely in a low and while starting in dentistry at 25, 000 a year and slowly building my gradual climb to a normal lifestyle.
Was a slow and steady pace, but again, I haven't looked back since my mentor once told me that, you can be up here and down here and up down here and never have a steady aspect of life, but you can maintain the course and just gradually increase what you do.
and that's where um, you know, I'm at today and that's how I try to live life is, not go for the gusto and, take life gradually and build upon that every day. I
Michael: like that, man. That's really, really good. Really smart. So then the selling part of the digital technology. Do you feel like now there's less selling to do and more people are reaching out and like, hey, we need this, but there's more options?
Or do you feel like now we still got to like teach show them like you need technology?
Damien: Well, There's a lot of different technologies out there, and they're all great. There's, probably 30 different inter role scanners which needs to be the hot topic for most offices.
Getting into digital technology is where they start that aspect. If you look at a practice in general, digital starts with the practice management. So you have your practice management. Which is full digital, at least, hopefully, at least, 95 percent or so have digital and they're not paper files anymore.
And then it goes digital x ray, It's no more film turning that corner. From there, intral scanning seems to be the next logical step where panoramic x ray, 3D comb beam, something of that nature. And then comes in office manufacturing. So, We used to call it when I was at Patterson Dental, the digital waterfall of where you have your, 90 percent market share of doctors who are doing practice management digitally, then you have the next level, which was falling over from there.
It would be your, digital x ray. And now that market is complete. So now we're back up here. And now we're still at that intro scanner market, which is probably in my estimation, 45 to 50 percent penetration into marketplace. So there's still a lot of dentists who don't have digital technology in their office in some format.
We're starting to see that it's going to start shooting a lot higher, a lot more people adding the technology to their practice quicker but adding the right technology is the important aspect. And that's sort of where I come in. Again, when I worked for Patterson, I was selling 1 product.
We were selling CEREC. And it was pretty much the only product available at the time, and it was 120, for a full system set up. Not something a lot of people wanted to partake in or invest in as time has gone on. There's been, internal scanners and some people. Who don't want to do in office manufacturing, so they send the files off to a laboratory digitally.
The market was dictating that people didn't want to pay extra fees or high prices for these items. And so we at Cadre discovered Medit early on. Medit is an internal scanner that has no fees involved with price point when we first started selling was at 18, 000. So a price point that was unmatched in the industry for the most part without additional fees.
that sort of broke down that barrier for a lot of people to start looking seriously at digital technology. and today we're the number one dealer of Medit in the world. We also have Trios. We have Shining 3D. I mean, it's not just, all our eggs in a basket of Medit, but the idea was that We could overcome the obstacle the barrier of many offices, which is cost with the product, as long as the product works and more importantly, we were able to support the product people would adopt to it pretty quickly.
And so that it had grown to a point where they have a new system out. The I 700 came out a couple of years ago at an even better price point and even easier to use. And I think that sort of put the industry on notice to re look at their pricing and their fee structures. So a lot of the companies like 3Shape Trios uh, lowered their price, what cost you 41, only a year and a half ago, now cost you 21, 900 with no additional fees.
If it has done anything for the industry, it's break down that barrier and also force other companies to look inward and redesign what they're doing. And so I know it's around about answer there, but to answer your question, there's still a lot of selling to do to doctors to make sure they make the right choice.
I think they all know they need digital technology in their office at this point. I think, that they're all going to adopt to it, but making sure they adopt to the right one is where our job comes in.
Michael: that's interesting. So then, if we rewind a little bit, you said Meta broke down big barriers, right?
Big barriers and people were able to adopt it better. To you, what would be the biggest barrier then? Would it be the price point?
Damien: Price is always the biggest barrier. again, I can bring it back to my CEREC days at 120, 000. Price is always going to play a factor in any decision anybody makes, whether it's buying a car, buying a house buying anything.
Now I choke at spending 3 more for For avocado Chipotle. So price is an important factor for most people, but once you break that price barrier down, I feel it becomes about a mental state of, can I do this? Is it easy to use? And then it comes to, will I be supported? So not just for the sale, but after the sale and beyond the sale.
And that's where we at Cadre sort of take over. To give you a little background on Cadre, if I can for a second. we're a distribution company now, since 2018. Again, Medit was our first product. But prior to that Cadre was started by our CEO and clinical advisor, Dr.
Armin from Los Angeles. he's a one of the founders of sericdoctors. com. Which is now part of spear education. When he sold his aspect of that sericdoctors. com, he still wanted to maintain educating doctors and bring in technology to these doctors to... Show them what helps him in his practice and educate others, spread his love for technology his geekiness for the digital technology aspect.
But one thing he always maintained was Cadre. Cadre was a digital implant planning company. So back when comb beams were 200, 000 and more he had the idea to start these scan centers where. Doctors would be in a metropolis area, like Chicago or la and they can send their patients in to get scanned.
He would then take the file, planning the implant and send a surgical stent so that they can do digital implant planning without having to invest in a cone beam. Technology. Obviously, prices on cone beam have come down now. You can get into a cone beam for as low as $40,000. and do the planning yourself.
So the scan aspect went away, but the digital planning was still a big part of the business, but education was always his biggest thing and trying to find a product that made sense to expand and educate doctors on was something that he was continuing to look for.
So my former colleagues. Rich and John both worked with me at Patterson as CEREC specialists joined forces with Armin and created Cadre Distribution with the idea that we know what it takes to support a doctor. Again, education from Armin on the clinical side of, CEREC dentistry has always been his background.
Rich, John, myself, a CEREC specialist for Patterson Dental for over 12 years. we know what it takes to support a doctor to make them successful. and we sort of felt that was where other companies fail. Anybody can sell the product, but supporting the product is the most important aspect. So when we started this venture, it was about the customer first, not about us, not about the product. In many ways, I feel like we're a education and support company first and a sales company second. And doctors noticed that. And we are very, very organic. Company in that we do no outbound marketing at all.
Everything we've grown to become has been through social media and through referrals from doctors and you don't get referrals unless you do something really good. and our support with medit has allowed us to grow to where we are today to bring in other products and support our doctors.
After so if you were to Google Cadre we have hundreds of five star reviews.
Some people talk about the products we sell, but every single person talks about the service, support, and education they receive from us. And that's our calling card. So support is by far the most important aspect of what we do on a daily basis. Nice. Okay.
Michael: So then some of the biggest barriers we talked about was like money.
But then at the same time, I guess a great point is the support that's how referrals happen. Right. Like you said, Oh my God, they're fantastic. Not so much like, Oh yeah, they're cheap, but they suck. Right It's more like the referrals, their support is really, really great. So then you mentioned something about, Okay. you guys know what it takes to make a doctor successful. what does it take to support a doctor to be successful?
Damien: Knowledge, obviously, right? So from a technical standpoint, be able to make sure their technology is working.
So if they have an issue, they have one phone over to call. More importantly, they get a live human every single time. There's no numbers to press. Hey, enter your phone number. Let me put you on hold when you call our number. You're going to get a live human anytime between the hours of 8 a. m. and 8 p.
m. East Coast time Monday through Friday. From there, that's the technical aspect. More importantly is the clinical aspect. we were virtual before virtual was cool during coven. So we started basically very slow as a virtual company where the beginning we were. Two sales reps and a CEO that was educating people.
And we were able to reach anywhere in the country through zoom, like we're doing right now. So the idea of selling technology over zoom, instead of a knee to knee aspect or a clinical demo in an office was something sort of new at the time obviously it's changed now where it's a very um, status quo for most companies, it was, new at the time.
so being able to utilize the tools like zoom and team viewer to support the doctors was very important. So one zoom to educate them and train them and then to the team viewer aspect. So we have all sat chair side digitally. In a dental office even our support team. Now, as we've grown, we've brought them in.
They have all been dental assistants who have sat chair side. So we speak the lingo. We know the procedures. So at any time the doctor is doing, let's say the 1st implant scan and they need help. not just going to offer them technical help. We're going to log in with them and sit virtually chair side with them and support them to that case.
Hey, this is where you need to go next. Okay. You need a better scan of that area. And make them feel comfortable in doing those cases. And we can do that anywhere in the world, at any time, between the hours of 8 and 8, of course. but that's the important factors. Yes, companies can offer technical support, but where they fall, sometimes it's in that clinical aspect.
And that's where we take over. Gotcha.
Michael: So it kind of leads to my next question. What can a practice owner, a dentist, do today in your opinion, to improve their marketing or their business?
Damien: I've always been a believer that if you build it, they will come digital technology in general has been ingrained in me and I've been great at my doctors and I've seen practices grow by adding digital technology.
not for just from an overhead perspective. Hey, we're going to cut costs here, or we're going to be able to mail in office and cut down our procedures. But. Referral word of mouth from digital technology, the patient base, I believe, is getting younger and smarter. They know technology, they want to see technology for me growing up I'm 46, my 1st dentist, it was a rotary instrument dentist with you know, big octopus looking thing coming at me.
Those things are ingrained in my memory and my kids. Today they go to the dentist with no issues because they like to see the technology and they're not afraid of what's going to happen to them. I fully believe that adding digital technology, no matter how little or how big is definitely helpful to help build that patient base and garner more attention to your practice.
Gotcha.
Michael: Have you seen any of all the practices you work with, any of the practices where they market the technology in like a unique or smart way or,
Damien: or what do you think? well, I mean, social media obviously is a big thing and, you know, especially with tick tock videos and instagram. There's a lot of great information out there now. But back when I first started, there wasn't social media aspect and everyone's doing social media now for the most part.
But, displaying your technology, being proud of the technology, bringing patients through 1 thing that I've learned. Walking into thousands of dental offices is that not every single dental office is the same. There's offices that have wood paneling on the walls. They're very old. Nothing wrong with them.
Not, knocking the dentistry that's done in those offices, but are they pleasing to the eye? No. And then I've seen offices that are absolutely gorgeous and have no patients. where's the difference there? Where does it lie? And totally always believe it lies in the doctor and the bedside manner of that doctor.
And their staff more importantly but I'll ask meeting a new friend or whatever. Ask who their dentist is. And they tell me and I go, oh, okay why do you choose them? I know the office and I've seen the office and I've seen the dentistry that comes out of the office sometimes.
And I'm like, all right, I probably wouldn't send my friends and family there, but I'm interested to know why you go there. And, they say it's I've been going there for years, or I just doctors so nice and doesn't oversell me on things. And, it's important to them, but they've also never stepped into another dental office.
I'm sure if they walked into a beautiful boutique dental office, they might change their mind of who they see just based on looks. Doesn't necessarily mean they're pumping out great dentistry. But displaying the technology getting people to know that technology exists through marketing digital social media, not so much paid ads.
again, personally speaking from my point of view, I think, Facebook ads and social media ads are a waste of money. I think there's a lot of clickbait and a lot of farmers out there that just take your money and people that you want to see really aren't seeing it you think they are.
but just through organic social posts and shares I always love the viral videos but, to go back to your original question.
Yeah, just marketing technology putting it on display. If you have 3D printer, it's really cool technology. Why not put it where patients can see it and see what's happening or a milling unit in the office, putting it somewhere on display behind a glass case. Patients can see their tooth being made they'll take their phone out.
They'll go right up to it. They'll take a video, put it on their social media. And then share it to their friends and family. It's a really cool experience when you see that happen. it happens time and time again when you actually make the patient part of the process. They're always going to pull their phone out and video it.
Michael: Yeah, I like that, make the patient part of their process. It's really interesting. now these next questions are just to get into the head of someone who isn't totally involved on the clinical side of dentistry, Working in their mouth every single day. What would you, Damien, like to see more from a
Damien: dentist?
not to be afraid of adding technology come to courses and learn. I think we fell out of the realm during covid of people attending trade shows and courses and starting to come back a little bit at the trade shows doing lately, seeing more people out there, but definitely not where it was.
7 years ago I think that doctors, there's only so much you can learn online and that you need to get out there and learn things in person especially with the C courses, they take the required courses. They take some ancillary courses that you may want to take, but I think anything that you get hands on with.
We'll change how they feel about certain things. So if you're curious about digital technologies, definitely take a hands on type course. So you can involve yourself in the dentistry that you want to do. Or thinking about doing not just learning online because it's a big difference when you get to see it, feel it, touch it.
Then when you are just, reading something online or reading a Facebook post as many people do.
Michael: Yeah. You mentioned afraid, like have you noticed that like a lot of people are afraid to add technology their practice? So why?
Damien: Again, it's, it comes down to their mindset. the barrier of prices, I don't think any longer there because it makes more sense to invest in technology than it is to continue to do the analog processes just from a financial aspect.
That makes sense. I think from a team perspective is where most people have a hiccup. Whether they don't want to make changes on their team or the team is resistant to change. What I found time and time again is if your team is not on board, you're going to fail with the technology. So having the proper mindset going in with your team is of utmost importance in my opinion.
Michael: Okay. And then right now, what do you dislike or
Damien: hate about dentistry? There's nothing I really dislike about dentistry. In general, from my perspective, from a patient perspective I hate dental insurance. I see so many people letting dental insurance dictate their all care not doing certain procedures because the dental insurance is not paying for it's not health insurance and while it's nice to have a little discount with your insurance. I would never let that dictate my oral care. If I need something done, I want to get it done, but many patients don't understand that. And, I think it's an education aspect of the patient to let them understand what insurance actually is in the dental world and what it covers and what it doesn't cover.
But I see it time and time again where, patients go to get their teeth pulled versus getting an implant because that's what the insurance is paying for. And they don't realize how important their teeth are. So I think education for the patient is the most important aspect of that.
Michael: Yeah.
No, a hundred percent. Yeah. I agree. And then what needs to change? In your opinion, for people to be more open to dentistry.
Damien: I think it's starting to change now just because the population is getting younger and more aware. There's a lot more research going on with overall body health leading from the oral cavity. And, you know, there's a lot of airway issues going on and breathing issues that lead to high blood pressure and other health factors.
and they're starting to. Realize that and put a positive spin on dentistry. I think there's a lot of negativity towards dentistry, especially from the patient population when it comes to cost. but I think as the patient population gets younger, starting to realize how important things are that go on inside the mouth and we're starting to see a change there, at least in my opinion.
Michael: No, yeah, I agree. I agree 100%. We're starting to see that pivot. Right now, any final pieces of advice or suggestions you'd like to give to our listeners, specifically like startups, people who are practice owners.
Damien: So for us, especially with startups and, younger dentists we believe, or I believe especially that we need to meet the doctor where they are today.
It's nice to sell about the future. But I don't want to oversell a doctor on an idea or a promise that I can't manufacture for them. What I mean by that is if you're starting practice and you want to add technology, you may think you need a milling unit. You may think you need a printer and a scanner, All at once start with one. technology is still going to be there when you're ready to buy the rest of it. But especially from the team perspective. Change is always good in my opinion, but too much change at once could have a negative impact on a practice. And so if you're getting into digital technology, start with the scanner, start with a comb beam and then go from there.
Once you master those things and realize the investment on those products, then you can add the other products. we're all sales reps at the end of the day at Cadre. But it's not about us. It's about the doctor at the end of the day and what's right for them. So don't overbuy buy what you feel comfortable with and get into that mindset of you can always add things on later on.
Nice. I like
Michael: that. Damien, I appreciate your time. And if anyone has further questions or they want to reach out to you, where can they find
Damien: you? You can go to cadray. com. You can reach me personally at Damien, D A M I E N at cad ray. com. And I'm sure you can find me in any social media group involving, dental.
I'll be, uh, commenting typically in any digital technology group. So if you haven't heard of me stay out of the group. So you'll, get annoyed by me.
Michael: No, they haven't. Now they have, man. Now they have heard of you. So awesome, Damian. We appreciate your time, man. It's been a pleasure and we'll hear from you
Damien: soon.
Sounds great. Thank you so much for the time.
(If you DO want to work with Crimson Media Group, be sure to mention this podcast/ episode!)
Reach out to Crimson Media Group here: https://thedentalmarketer.lpages.co/crimsonmediafree/
Shane always gives all our listeners a: Free Marketing Analysis (just mention our podcast name)
In this week's Monday Morning Marketing episode, join us as we cultivate a deeper understanding of the world of Google Ads with our guest, Shane Simmons. Discover how a laser-focused Google Ad campaign will help you truly stand out in today's fiercely competitive market. We unravel the art of campaign precision, emphasizing the value of targeting specific keywords related to one core service, as opposed to casting a wide net. Shane guides us through the essential steps, from implementing call tracking to calculate your cost per patient, to setting a reasonable budget (hint: expect to invest AT LEAST $1,000 per month for significant impact, depending on your location). We dissect the metrics that matter most, including cost per click, click-through rate, and conversion tracking. Plus, learn the secret sauce of creating a dedicated landing page with key details prominently displayed.
Tune in and gain the insights you need to dominate your Google Ads game and elevate your marketing strategy to new heights. Don't miss out on this invaluable episode with Shane!
You can reach out to Shane Simmons here:
Website: https://www.crimsonmediagroup.com/
Other Mentions and Links:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Shane. So talk to us about Google ads. How can we utilize this or what advice suggestions or methods can you give us that will help actually attract new patients through Google ads?
Shane: Yeah, michael, so with google ads, these are great because these are people, Doing a search looking for a dentist or a dental service in their community So you're really looking at for the most part pretty serious in market patients at this point, so With that being said the number one piece of advice I could give on launching a successful google ads campaign is making sure that your Targeted campaigns are built out individually, and what I mean by that is, you know, if you're running a an emergency campaign, you you should be specifically bidding on and targeting the emergency dental terms in the area.
So emergency dentist, same day dentist, 24 7 dentist, whatever the case is. Having a campaign geared just around emergency dentistry and then if you're wanting to run just a general patient campaign to build the hygiene, um, side of the practice, then those should be general terms that people look at such as, dentist near me, best dental office, dental cleaning, so on and so forth.
So that's the number one thing that I think I've seen in the past is a lot of people try to Build one campaign and then bid on like all the different keywords that are general related. And if anybody who's ran Google ads knows, it can get really expensive really quick if you do it that way. Google ads isn't necessarily like, running an ad on Facebook or boosting a post on Facebook.
Uh, this is something that you have to have a really, solid strategy in. Otherwise, you're going to blow your budget really quickly and not get any results. So... That's number one. I mean, for us, every new client that we take on, we run two campaigns right out the get go.
First is a general campaign. Second is that emergency campaign. And especially for you startups out there listening to this, the emergency campaign is great because a lot of times what we have found is, you're going to have some openings in your schedule as a startup. So people come in, they feel that real personalized service that you're able to give them.
Thank you. You get them out of pain get them taken care of and then what a lot of our startups have found is Many of those patients end up getting put on the hygiene schedule afterwards because they had you know Such a great experience. So that's something for you startup listeners out there I would highly recommend right out.
The gate is launching an emergency campaign. So general campaign being second now One question we get is, all right, when we run these campaigns, what's next? Where are we sending them? Are we sending them to the website? You need to have a dedicated landing page for every ad campaign that you're running when it comes to Google.
So if it's an emergency campaign, having an emergency specific landing page that you're sending that traffic. And what makes up a good landing page? First and foremost, the information that the patient's looking for they shouldn't have to scroll down to get to it when they go to the page So if you have an offer for a 79 emergency exam Then you need to have that right at the top of the landing page with a call to action button to call now Schedule online, whatever the case is have the call to action with the offer right there Um, the next thing you need to make sure that that landing page has is the proper tracking in place And this is kind of a theme every time I do these, uh interviews with you michael But it's so important is making sure you have call tracking set up so you can know where those patients came from which ad which campaign And whether or not they booked or not and then also having the proper form tracking too.
So if you're collecting that patient's information on that landing page, or maybe they're entering their phone number, their name, their email address, and you know, what insurance they have, for example, um, you need to make sure that you have the proper tracking set up for that because Google ultimately in these ad campaigns is going to look at.
How people clicked on the ad, what they did when they clicked on the ad, and whether or not they converted. So if you don't have conversion set up properly, it's going to mess up your whole bidding strategy, and you're going to end up never being able to actually dial in, a cost for new patient.
ultimately when you're running an ad, after 3, 4, 5 months of doing that, you want to be able to get to a point where you say, All right, I know if we put two thousand dollars in ads. We're going to get 10 new patients out of that and that puts our cost per new patient at 200 so that's where we have to get to but if we don't have that proper tracking in place You're not going to ever be able to get to that because the campaign and Google and the algorithm is not going to know who responded to the ad and who didn't. So that's the second thing. Landing page and making sure that you have that proper tracking set up there. And then the third thing is come in with a realistic budget. too many times... I'll see practices say, you know, they're in southern california I spent you know, five hundred dollars a month in google ads, but i'm not getting nothing You're not going to get anything with five hundred dollars a month in google ads It's just the nature of that platform, you need to be able to dedicate at least 1200 a month in google ads spend if not more than that, especially if you're targeting things like implants and higher end procedures.
so just going into it with realistic expectations and knowing that it's an investment and there's other people out there bidding for the same keywords. So you have to make yourself stand out one way or another. And that's where good ad copy comes into play, proper tracking. And of course, the landing page is everything when it comes to making sure that those patients actually convert.
Michael: Real quick, what does good ad copy look
Shane: like? Yeah, so it really is based around a couple of things with Google ads. One is the keywords that people are actually searching for. So if you can, for example, if somebody searches dentist near me, you know, you would ideally have dentist near me in that ad copy and then something that makes you unique.
So maybe that's, we specialize in patients with dental anxieties or maybe it's something around Be seen same week or maybe it's we're a network with most insurances. So having something that's not just You know dentist in fontana and your best dentist in fontana.
It's like Everybody's going to have that so whether it's highlighting the number of google reviews that you have whether it's the sedation Options you have whether it's that the fact that you're in network with most insurances that is what we call effective copy and With a google ad for any of those, people listening who've been into the ads manager themselves You'll notice that there's different keywords and ad copy that you can write based on What the person searched and so that's a big thing there is google's trying to match up with the keywords that you're specifically targeting with what the person searched and then trying to mix that into An ad that matches up with what that person searched.
So that's the key right there for good ad copy is making sure that you actually point out something that makes the practice unique and would make you stop and click on it. To follow up with that, Michael, the other thing is always be testing. So, there's some key numbers that you need to look at to determine whether or not your Google Ad campaign is performing.
certainly clicks is kind of a vanity number. but the big ones are, your average cost per click. Your click through rate and your conversions. So your average cost per click, pretty, self explanatory. How much are we spending, um, in these ads every time someone clicks on the ad, because that's ultimately how you're being charged.
Click through rate is the percentage of times that someone actually Clicked on the ad when it was seen and so with google they typically say, you know anything above two to three percent click through rate is a healthy Click through rate, uh, meaning, you know, you're targeting the right people you have engaging ad copy things like that but for like an emergency campaign we recommend, 30 percent click through rate and then for a general campaign being closer to 10 So that's something you can look at If you notice like your click through rate on a Google Ads campaign is, under a percent, for example, and then your average cost per click is like 15, then you can look at a few things, but most likely it probably has to do with either your targeting or the ad copy that you have in place.
And then, of course, the final piece of that is conversions. How many people... Called the practice how many people submitted a contact form? So then ultimately like I mentioned we want to get to a point where we can be pretty predictable and say All right We know for every a thousand dollars we put in we get this amount of new patients out of it And that's the key to making sure that you're scaling a campaign Responsibly and in a way that's going to give you the best return.
Michael: Gotcha. Okay. At the beginning of the episode, you mentioned like a lot of people try to do one campaign and then stuff in a bunch of keywords in that one campaign. do we do one campaign for each keyword then? Or what? How does that work?
Shane: No, that's a good question. Um, so think of it in terms of service.
So, you want to bid for multiple keywords for each campaign, but you want to make sure it's geared around one service. So, if we're running, a emergency dental campaign, then that's where we would, target keywords in that one campaign, such as emergency dentist, uh, emergency dentist near me 24 7 dentist urgent care dentist, you know these type of terms Anything that revolves around emergency dentistry and those would all be keywords that you would bid on in that campaign What you don't want to do is have one campaign and be bidding on emergency dentistry keywords dental implant keywords root canals You know all of these where you kind of throw all the services into one campaign Because ultimately, it's too hard to create that many ads that's going to match up with what the person is searching for and for Google to actually show that.
So if you're running a specific ad on implants. Only bid on implant related keywords. Don't bid on, hygiene keywords. If you're running a campaign on, clear aligners or orthodontics, don't also bid on implant keywords in that campaign. So making sure it's very service based.
Michael: Gotcha. So really niche, like hone in on that specific keyword and then...
Give it what you got kind of thing
Shane: Exactly go all in on that one service and you can have multiple campaigns running at once you could have four campaigns But each campaign you said it's a budget you said it's targeting you could run an implant campaign an emergency campaign and a general campaign all at the same time You just want to make sure they're Individually built out and not just kind of, throwing all the keywords into one basket.
Yeah.
Michael: Okay, that makes sense. And then you mentioned coming with a realistic budget. What's the realistic
Shane: budget? So it's gonna, it's not a great answer for this, but it's gonna depend where you're at. what I can tell you based on our experience is if you're in, you know, competitive area, Southern California, South Florida, areas like that.
I mean, honestly, coming in at a bare minimum of 1500 a month is probably what you're going to need to spend, in more rural areas, you can get away with, somewhere between 1000 a month, 1200 a month is kind of a starter. but, Michael, we have offices that. Have 3, 500 a month, 4, 000 a month that they spend in Google ads, single offices, and there are bigger offices out there that spend 10, 15, 20, 000 a month.
So it's not necessarily about how much you spend. Certainly that has an impact because you're paying. 10 every time someone clicks on your ad and you have a 50 a day, threshold, you're only going to get five clicks on your ad a day. some of that has to do with it, but it's not necessarily the person who has the biggest budget that's going to win.
In this case, it's going to be making sure you're doing everything that you possibly can to make those clicks count. And that's. Having the proper landing page set up having the conversion tracking set up writing that engaging ad copy We talked about using some of the tips we discussed so you can be more efficient and kind of be the the underdog in the fight and still get some of those patients, but you have to come into it realistically You can't think if I spend 500 a month at Google Ads I want to get 10 new patients out of that because that's most likely just not realistic
Michael: Gotcha. Awesome. So any final pieces of advice you want to give to our listeners on this?
Shane: One final piece of advice I'll give is there's something recently that came out, in dentistry in the last two to three months or so, called Google local service ads. And I don't know if anybody's talked about these on here yet or not, but these are ads that used to only be available for like the home service industry.
So you're like HVAC companies, heating, you know, air and plumbing, things like that. They opened it up to dentistry. And so right now what I would do is I would recommend everybody go through the verification process Uh, it's called google local service ads. You can create an account on there. You have to submit information Such as your dental license.
There's a few things there that you have to do But once you do that, you can run google local service ads Which if you go right now, and if you type plumber near me at the very top You'll see a few businesses that'll be listed above every ad on the page It has the google review rating. It'll have a phone number.
It'll say the business name and then it will usually have a green Circle with like a check mark in it. It says google guaranteed So when you submit this information Your office can get this google guaranteed badge And then you can start running these local service ads and a lot of dental practices are starting to pick up on this now But there's still a lot of people who aren't running them.
So it's way less competitive and the other cool thing about this michael is You only pay per lead with Google local service ads. So they only charge you when somebody actually calls and schedules an appointment. And if they call and they don't schedule an appointment, you can actually dispute it and let Google know that, hey, this person didn't actually schedule and they won't charge you for that.
So Google local service ads, you're gonna start hearing more about this. And I wouldn't be surprised, Michael, if we do an episode on those here in the coming months.
Michael: Nice. Awesome, Shane. I appreciate your time. And if anyone has further questions, you can definitely find them on the Dental Marketer Society Facebook group, or where can
Shane: they reach out to you directly?
Yep. They can always, uh, deal with marketer Facebook group of course. And, uh, crimson media group.com is the other place that you can reach us, and fill out a contact form there. And, uh, we also always like to help our friend Michael out do a free marketing analysis for any of the listeners, of this podcast.
So if you wanna do a marketing analysis, us give you some data feedback, you'll go to crimson media group.com and, uh, we'll help you out.
Michael: Awesome. So, Shane, thank you so much for being with me on this Monday morning marketing episode. Thanks, Michael.
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
[Click here to leave a review on iTunes]
Guest: Yolanda Mangrum
Business Name: Fortune Management
Check out Yolanda's Media:
Website: https://www.fortunemgmt.com/
Email: yolandamangrum@fortunemgmt.com
Phone: 707-478-6394
Other Mentions and Links:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Learn what you want to do in life and shape your practice to support that!
- Aligning core values and designating purposeful work is essential with new hires.
- We don't want head bobbers with no input in our team. If they are asking questions and engaging, they will be stronger leaders for their role!
- Responding to angry patients with an apology and offer to help will prove much more fruitful than defensiveness.
- We want to support our team members in solving the problems they have rather than just solving them for them.
- Each team member is a leader of their role. Let them have say in the areas that they are the expert!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Alright, it's time to talk with our featured guest, Dr. Yolanda Mangram. Yolanda, how's it going? Excellent. Excellent. That's wonderful to hear. So if you can tell us a little bit about your past, your present, how'd you get to where you are
Yolanda: today? So, uh, Post dental school. I guess we can start there.
I started a dental practice after two years of being out of dental school. Immediately after dental school, I went into being hired as a educator, the a professor at U C S F. And so I was teaching, two days a week. I was associating two days a week by the time that I started my practice and I was opening my practice two days a week.
it was a busy, busy time for
Michael: sure. Okay. So you opened your practice two days a week and two days a week you were working and two days a week you were educating. So you had one day
Yolanda: Yeah. To go to Costco to buy stuff for the practice or to go to whatever. It was an Aaron's day.
that's how I got started in the practice. Fast forward, I grew that practice to be basically what I felt was like a teenager. My baby kind of grew up to be a teenager and and I'd already had at that 0.2 babies. And I shaped my practice to be. The way I wanted it for my life.
And so I had the great benefit of starting my practice pretty much six months out with a coach. and, you know, the big centering point was, what do you want in life? And let's shape your practice to be that. So at different times, I wanted to be at home to be able to, breastfeed or I wanted to be able to have certain times or days off so that I could pick up the kids.
So the practice was kind of shifted and shaped to support that. fast forward, we were in this having kids stage. and I had a maternity leave and basically at that point it made sense that I have an associate. So we ended up having, coverage for the first baby, and then by the second baby she became a partner.
so that I could have that life balance. What I didn't plan, 'cause that seemed like a logical thing, being a mom and do that. What I didn't plan was being approached to buy another practice. And I was like, oh no, that's not my plan. My plan is this. when this came about I actually took a different trajectory and did invest in another practice and we came up with a bigger why.
And that y became our 10 year mission, in growing this second practice and that y became so big that, it meant that I actually would do something that I would've never, ever thought I would do, which is sell my baby, let my baby that grew up to be a teenager. Go on and exist.
In my hometown and have me move one town over and grow a multi-specialty medical and dental practice. So that's where I am today. I have a 10,600 square foot building, 16 op operatory, a med spa, dental spa, and education center. all because of my big why. that I wanted to be able to have a practice, have the passion, in my practice, and also have all this dedicated time to support my family.
we had this plan for 10 years. my kids were hitting junior high to do dental missions and to travel the world and to service. and that happened pre covid, thankfully. Because if it had happened a year later my 10 year goal would not have came to a full, existence.
So we traveled to probably, I. Five or more countries. and the kids were homeschooled and we did a lot of family values, time in incorporating family values into, experiences through traveling and service.
Michael: So you guys still do that right now?
Yolanda: they're now in high school.
we did it pre covid, and we've done only one mission post covid. we basically weave in. When we do traveling, there's always a way to do some service with it. Even concierge at Nice Hotels can set up a service mission for you. They can look into some local and find ways for you to do a give back, we've done it in Jamaica, Costa Rica.
And those have been more just like checking with the local concierge and asking them how can we help? The other things that we did were more with organizations and they were like planned just to go for that. But almost always especially when you're traveling to these beautiful tropical countries, there's plenty of needs in those communities.
So, One day excursion being of service is been the way that we've been, bringing our children into a give
Michael: back. And they appreciate that. the people appreciate it, but your children will, you know what I mean? Like, it's gonna open up their give back even more.
Right. Hospitality, things like that. that's really good. If we can rewind a little bit. You were hired as an educator. but that was
Yolanda: immediately after dental school. Yeah I was very active in dental school and I've always been happy sharing and teaching. so about, for about three to four years, I was I don't know what the title was, but some kind of professor, like an assistant associate or somebody about professor at U C S F.
I was low on the totem pole, but yes I did some education right after dental school and was teaching things like anesthetic and being on the clinic floor and. And that type of thing. And so all those education things, I was a dental assistant before I went into dental school.
I went to lab, tech school before dental school. So that really helped to have a full experience of all the different fields in dentistry before, I opened up my practice 'cause I, I literally know how. It feels to be in each position in the practice, and there are challenges. So that's what's been a key success, I think to me in 2011, I wrote a book knowing that I wanted this mission to be able to travel with my kids. it's called Hire to Inspire. I've. Updated it, but I haven't published the newer version post 10 years after that. But hired to inspire, it was two things that I realized as an employer.
One, I only wanted to work with happy people, and two, I only wanted to work in partnership with them. and that meant that I needed to be surrounded by leaders, people that were working on their leadership development. And I never wanna be in a management position. When I hire people in my practice, I sit down and I have a conversation with them about purpose Ikigai is a term in Japanese that's called your reason for being.
We start from the very beginning, on our onboarding, which is part of the Hire to Inspire process, which is basically to, from the beginning, make sure that we have matching core values and that we have purposeful work. And so this may be only a point in time for you as far as this leveraging you to your next place.
So I always say, you know, as long as this is your happy place. To come to work, then we're in alignment. But I only wanna work with happy people. So if we get to the place where you really, find that your passion is somewhere else, then I'm gonna help you to find your happy place.
And that means we'll continue our journey, but in a different way. So you will go off to be, say, a hairdresser. Which ironically yesterday, one of my former employees did. or you'll, we'll stay here and we'll continue to grow together, but ultimately we all have to be continuing to grow and.
Be passionate about our work. So Hire to Inspire was a shift in 2011 for me, and I literally took each chapter and I sat down and I read it out loud with my team, many of which are still here with me. many who also have came. And I've supported to go off into other areas. So, So the idea is just to continue to inspire them to look for what their purpose is.
so that's our onboarding process is to really get things straight about our core values, who we are. I have a culture handbook that we go over, and we have what's called Operating Principles. Operating principles. Are basically staying, how we do things, why we do things what our why is, is really important.
And basically team members. as people, we all want to do, a good job and feel good about our work. But we often don't know how. Or what the best way for that work to show up is. So the more clarity we can have, especially onboarding people, the better. right now we have 50 something people in our practice.
Between the two practices. it's always a work. I'm the culture keeper. That's my role is to just keep the culture and it's not always easy. because everybody has different beliefs and things, but. Ultimately having good communication lines and having clarity around your values and, our why is how we, continue to ha live in a happy place and have, that line when you cross over, it's showtime, we're here to serve.
Michael: Interesting. So you mentioned you only hire leaders. what's your hiring process look like? How do we even find leaders in that sense, or the ad and everything like that? You know what I mean?
Yolanda: Yeah. That's the irony. Everybody can be a leader everybody is a leader to some degree.
It's just how well developed are they? most importantly, Do they want to be developed in that way? That's probably number one is everybody in our practice, no matter what your role is, if your role is to clean the toilets, then you are the leader of cleaning the toilets.
So we will listen to you when it comes to taking care of that. It doesn't matter what it is. you know, If you are, the Hy Hygienist, you're the leader of the periodontal therapy, and when it comes to you telling us what needs to happen in that department, you're the expert, you're the person who's going off and making a hyperfocus in that area.
And so we're gonna, all collaborate on things, but at the same time you're the person steering the ship on that area. As a c e o, as an owner I have to be surrounded by smart people and I want people that are thinking, I want people that are speaking their mind. I don't want people just being head bobbers.
Yep yep. Oh, that's not gonna work. Yep. She's gonna fail on that. Nope. I want them to say, I like where you're going, but maybe we need to consider a different direction. Blah, blah, blah, blah, blah reasons, or have you considered this? Or, what's gonna happen with that?
So I want people asking questions. Is it frustrating sometimes to be like all excited about doing something, but then have someone put all these questions around? Absolutely. So that's where I had to grow my own leadership. You know, I had to grow who I am to not have such an ego about me being all knowing, we do a collaborative process and everything is about leadership development. I personally, Don't want to be in a conversation where I'm managing something, because stressful at that point. If we're collaborating, if we're working towards brainstorming on how to make things better, then it's a very easy light energy um, process.
Michael: Uhhuh, okay. So there has to be like a balance of with every person you find. Humility and confidence, basically. Right? Yeah. Because it's like you gotta be confident enough to know you're the leader for this, and you're gonna tell us how to do it. Give us instructions, manuals, things like that. SOPs, and then humble enough to, yeah, you're cleaning the toilets, but you're the leader for that right.
Kind of thing.
Yolanda: Whatever it is. to some degree. Um, We all have certain innate skills in certain ones and some things that we have to work on. it's progress over perfection, all the time.
And then we're appreciating also that, failures lead to learning. there's um, many different keys in our development process in fact one historical thing that's shaped me and continued and those that have children highly recommend super camp. There's the eight keys of excellence.
It has been a hundred percent woven into my structure of living my life. And, we actually weave it into our culture handbook. The eight Keys of Excellence with Super camp. And they have some education on bringing children and teaching children personal development skills.
Early on I was a team leader, during undergrad, and so I did three or four years of that When I got out, I was really looking for that camp experience where personal development was forefront in having a team surrounding me with those kind of skillsets, communication, personal development, mindset, all of that.
And so I looked and I, interviewed many different. Consultants. And I knew that I needed to have you know, this ongoing constant learning, environment. and after, probably more than a hundred different seminars of sitting in practice management, learning learning, learning what I could. I came across something called Fortune Management, and that's another part of my life now because I've been Coaching for now 10 years, but been coached for 25 years with Fortune Management and it's about extraordinary life, extraordinary practice.
So that was the key thing when I had the startup. It's like, what do you want in life? Let's shape your practice to meet that. So fortune, has had a huge impact on me and my. thinking, my processing, our team development, super camp, this, personal development skills, started young.
Yeah, I think that these things are a real big part of our development. The reality is, we don't get taught how to talk. We don't get taught how to have relationships, how to get through conflicts. There's a lot of conflicts that can happen in dental practices, and we need to learn how to, come out stronger on the other end.
A bad review is an opportunity because it's a cry for help. It's a cry to say, Hey this happened to me. It's not easy to lean in on those things but if someone comes to you say in the office and they haven't actually sprayed it across the, Google and Yelp and all that, then they're coming to you with a concern, or you might call it a complaint, but then they're caring enough to share.
So humility again, comes into the place of listening to understand. And also understanding that, we're never gonna be perfect. So if that was that one person's experience, what can we learn from that? Our team is encouraged to basically lean into issue processing, and that's a leadership skill too.
Because at first a reaction would be go into defense mode. instead of just apologizing first and then, thinking them immediately for bringing the concern to you, it puts you in a different state.
Now you're not in a defense state. know, I apologize for the impact that had on you. Certainly wasn't my intent. thank you for bringing this to my attention. I wanna help boom, you just say those things to anybody that is upset with you at any time. Now, what do you, how would you feel about that?
Yeah. If I said that to you and you were upset with me how would you
Michael: feel? I'd feel calm. I'd be like oh, oh wait. Okay. I feel, you know what? I feel heard validated like, oh, okay. You're, yes, you're listening to me. Yes.
Yolanda: So part of fortune's training is to, understand that there are human needs, people have human needs, we don't know what's going on in their life.
It's most likely more to do about them than it has to do with you, And to feel validated, that one, they're being seen, they're being heard and that they matter is huge. And then you get to choose from that point. How much of that is really mine and how much of it is theirs?
there anything we could change in our systems or in our processes that could shift the dynamic here? 'cause we are practicing, so let's. Figure out how we can have an issue come up, but then make it better the next time, So we learn from it and we see that as an opportunity to grow.
Versus when we're in a mode of defending, we're not in a mode of growing. So I highly encourage that in the leaders to be big instead of to be small. when you are, thinking small, you're in that defense mode. But when you're willing to set that aside and lean in and get curious about it and think like, how could that have happened?
How could we have done better? Where did this, go to that side what's missing here? Oh, they don't really understand this part And the, key thing is, That you may get to the place where you totally understand that they don't know what they're talking about when they're talking to you, but if you shift right away into telling them something, you have to remember, are you in rapport with them now?
What I said in the beginning that set the framework was to start to get rapport with you, Michael. Mm-hmm. I apologize. it's not my intention. I would never want you to feel like that. So now that was the beginning of rapport. And in our processes and fortune, there's the steps of enrollment, there's steps of getting into rapport with people.
that we train, our team members to go through because rapport is everything. Rapport with your team members, rapport with your patients, rapport and influencing. You influence people all the time, getting really good at influencing it and really good at influencing yourself, like talking yourself off the ledge to be defensive.
is a big deal. So those are some of the skills that we focus on in, in our leadership development. But basically everybody is in leadership development all the time. You never get out of that school.
Michael: Gotcha. And you're a hundred percent right Yolanda, like when it comes to defending We've hear this all the time, they're like, it's good to apologize. It's good to say sorry. Right? It's super good to do that. But you try being the first one to do that, right? Yep. Then it becomes, oh my God. Well, If they say sorry, I can say sorry. You know what I mean? But you know, I'm the first one. I don't know. You know what I mean? Because then you start defensive mode. it takes a bigger viewpoint of there's a bigger thing happening here than just like that little, oh my gosh, we're arguing about the bad review or the defensive, or, I'm not paying you for this or that.
There's a bigger picture that we gotta look into. Yeah. that's really valuable. Super camp,
Yolanda: what is that? Yeah. Super camp is what's called quantum learning. And personal development. Super Camp is held on colleges all across the world. Actually. I even taught in Hong Kong. dental school got in the way, or I'd have been in many other countries, but, it's a really cool 10 day camp.
It focuses on the eight keys of excellence one day, each skill is focused on, so eight keys of excellence. Is this, is it like living in the moment? I'm not gonna list all of 'em right now, but communications, speak with good purpose, failures lead to success. All amazing things to get straight in your head as you leap into the world, So basically you go through a 10 day. Personal development, but also there is these quantum learnings where you learn speed reading. different ways to look at math. s a t prep of some sort. Mm-hmm. So, it's a big impact.
10 days. And I was able to be a team leader. It is not inexpensive to do that, and I certainly would've not been able to attend from a financial standpoint at that point. But as a team leader I got to absorb a lot of those teachings and I was taught to teach them. So, It was like the best of all worlds.
Michael: Nice. Okay. So you were able to absorb as much and you still carry it on until today. Yeah. From what we're talking about, right? Yeah. One of the things I wanted to ask you is, it sounds like from the beginning you've had I guess like a mission or, my children.
I wanna be with them. I wanna be with my family and everything like that. How did you keep that mission in front of your eyes this whole time? for example, I'm opening a practice, then you're just, that's my baby. I gotta do that practice. Then another one, oh, then we get mom guilt and stuff like that. How did you keep that mission in front of your
Yolanda: eyes? Yeah, it's a daily mindset for sure. And it's what you're saying yes to, means what are you saying no to? you always have to look at your yeses and your nos.
And you also have to be really focused on your, why Is it bringing you closer to your why? I certainly, I. Have made more mistakes than, it feels like anyone in making this mission come together. you know, and people think that success is just straight up, but it's like this, you know?
Mm-hmm. you just dip and then you come back up and you dip and you come back up. you win, you lose, you win. You lose. it's just a matter of better the next time. And that's where leaning into issue, processing, leaning into, facing the things that didn't work.
And it's about getting back on the bike and continuing to pedal. So I know that, with my kids it was definitely always the centering for me, and my why I was working and how we were developing the team members. The good thing is that I happen to be one of those people that really enjoy.
Service and support, and I get a lot out of seeing people grow. More than my own successes. it gets me really excited to see someone figure something out and to have been, this little part of it, or maybe just enough to, get them to jump up.
So in my lifetime in the beginning, We got a post-its and we got a big board and my husband and I boyfriend at the time, said, okay, what do we wanna accomplish with this practice? fast forward looking 10 years from now, looking 20 years from now, what do we wanna see after all of our years of work?
And that's where. being in the future is really valuable because now you get your why, but then you have to come back and we have to be in now. What can we do now? What's the best resources now? Because if we're always just like dreamy, dreamy, dreamy over here, then we're not actually accomplishing things.
And the other thing is, that if we're always looking back, What ifs? Should'ves. Could'ves. Wished of, you know, wished, wished, wished. If I'd only known then now we're not doing anything about the now. Things are not moving forward. They're just staying behind. So I think the present, the key, this is it, It's hugely beneficial to stay in the now. each one of those keys, the eight Keys of excellence really keeps me centered.
Michael: Yeah, that's a really good point. I feel like if you stay in the, now you stop so much procrastinating 'cause of the future, right? You're like thinking of my why.
Oh, I'm gonna get there. And then you eventually, you know what I mean? Or it's gonna get there. If you're in the now, you're like, okay, now I got to do this in that moment kind of thing. I only have
Yolanda: now, right? Yeah. Yeah. I only have now
Michael: really good. You mentioned, two words that I kind of want to ask you about issue processing.
is
Yolanda: that? So issue processing, this is where real leadership comes into play because, we look at, say an issue. maybe the phone's getting answered. Mm-hmm. You take an issue and we all, put our emotions aside and we at it and, how could we do that better?
And if we are in a process of brainstorming with all these different people, like how can we get this better? How can we get this better? And the focus is around that one issue. Now some solutions start coming up. What I'm not a fan of is having someone hand me their monkey and then I'm supposed to put their monkey on my back.
Basically, as a leader, their issues come up, but if they just wanna say, here's my problem, so I don't need people coming to me with their problems, basically, that's their monkeys, and I wanna be able to support people to figure things out. I wanna be able to support them to be making some decisions. In fact, we have a process called decision Tree.
So basically my goal is to help them to know which decisions they need to just make and which decisions they need to bring to me. So in a tree, for instance, I'm the roots, you know, in the trunk, but I want my team members to make some branch decisions, or at least the leave leaf decisions.
I don't want them bringing me all the leaves, I don't wanna be raking up all those leaves all the time because then that's a whole different level of energy. I want them to feel empowered to make some decisions. So when they're part of issue processing. Then they can understand like, how I'm thinking, what I'm thinking.
for instance, a patient's upset and they're complaining about their crown. Maybe you don't give the entire crown away. Don't just say, we're gonna do it for free. Don't worry. I don't want you to be upset. Yeah. Maybe we come up with a better decision. So, As a leader, leading leaders, I'm careful to Squish them in a place when they've made a decision. And then I said that was a bad decision, so I have to develop them in that regard. So I want them to stay open to possibilities in that issue processing. I want them to have some. Initiative I want them to be willing to defend their decision.
So why did you decide that? Why did you decide, not from a defense standpoint, but ex explain to me, help me understand. ' cause if I can understand why you did that and what you're thinking was, now I can put you on a different level of thinking because, obviously we can't give away every crown.
How could I pay you? what else could have happened Is this, So now you've got that muscle built up and you're building their leadership muscles. So how we talk to them is really, really, important. Build up versus tear down.
Michael: Yeah. You're teaching them basically how to make decisions, And I like that because they're not always gonna go to you and being like, what should I do? What should I do? What should I do? And then you're kind of like, man, I'm always having to tell you what to do. But I guess it comes back to us as a leader where we never help them develop that muscle, like you said.
Yeah. Teach 'em to fish. Yeah. Yeah. Teaching to fish. I like that. So then if we fast forward a little bit more, you were approached to buy another practice. Yes. And your why changed? So what was your
Yolanda: why before. So my why before had much to do with being able to have choice picking up my kids after school, be able to comfortably care for them as a mom, a working mom, Then when I took on the partner, I thought my why was gonna be so that I could be like p t a mom, you know, I could be very active in school and, spend a lot of volunteer hours doing things, but still make enough money and, be able to be at home. And so I was preparing for 50% work, type thing.
and then this other big opportunity came up and, my knee jerk was, no, that's not my why. That would mess up that. And so then my husband and I sat down literally on the staircase up there We said, you know, what's the bigger picture here with raising these kids?
You know, what do we want? What is our job as a parent? We wanna make sure that they have the values, and their own leadership to lead their own lives, if they're always dependent on us, that would be a problem. Not that I couldn't have done that as my other plan.
There became this bigger opportunity because we literally have been in the same home, in the same town growing up in this little area. And we didn't really want them to just have this little microcosm of, of life. We wanted them to be have the humanity to understand the whole world and that the whole world was an opportunity for them.
But how do you travel and. Expose them to things like that. in the current position I was in, even with bringing on an associate and now having that as an a partner, I was not necessarily making money unless I was there. So if I clocked out, say for a month, Then, my income stream is going way down.
ultimately the idea of, go big or go home, I guess came in the thing is about being small. you either stay small or you go big and in the middle you get pounded on with all kinds of, business growth and changes. And that was something that was really clear.
We were reaching the middle ground with that practice that had its own challenges, its own growth challenges. So ultimately, I. The goal of our family and the idea came into play to be able to travel with them. And for two years we did that.
we homeschooled them. We traveled basically about every month. six weeks at a time was our biggest one. And then two weeks being gone was our normal time. So we'd come back, we'd go, so we were traveling a lot each place had a different perspective and a different reason for being there.
But, what I needed to do for that is my team had to be able to take the reins and keep the practice going with or without me. I had to create this practice that these leaders could run the practice with me, still having my extraordinary life without them. this whole way of developing this leadership was a necessary process in order to accomplish my goal of being able to come and go as I want in my practice and have the extraordinary life or whatever life I want.
Michael: that's what your why kind of evolved into. Yes. It's like I just want to do my own thing. Interesting. real quick, which place, 'cause you said each location gave you a different perspective, change your life. Which one to you was like, this one was a whole 360 Really changed my life, my perspective.
Yolanda: I would say that one of my favorites was our Asian tour. I really, really love. Asia. And so that would be one of my favorites. And, post COVID, we haven't been able to get, back to Vietnam, but my plans and my involvement with d d s. Four kids.org continues.
I still fundraise and do lots of things with DDS for kids. It's the number sign four. And Lon Jones, who's the founder of this, she's like a mother Theresa, x fold better. She's like this most beautiful person. And so having met her and having my kids get to know a person that's beautiful. So giving, who's, hasn't had children of her own, but she says the whole world is her children. And so she cares and loves and goes into all these different places to take care of them and make a difference. So having that impact and having my kids know.
That type of person. Knowing you know, when we went to Haiti, That was a little much, that was a lot, much for me. Dr. Laurenti Barnett. He's been doing such amazing things in Haiti for so long, and I'm so grateful that we got that experience to go and do work there.
there's so much going on there. Unfortunately, it's also so corrupt. and, got a lot of dangers I think for traveling. But Dr. Barnett and his, decades and decades of giving and service to Haiti and really helping has been beautiful.
So, Having my kids, having had the influences of these people that do things like that,
Michael: priceless. Yeah. Priceless. Yeah, man, that's beautiful. Okay. So then one of the last questions I wanted to ask you, Yolanda, is you mentioned made many mistakes, right? Yeah. So I guess from the moment you decided okay, I'm going to start my own practice, right? today, what's been some of your biggest struggles or fails or pitfalls?
Yolanda: it has a lot to do with this leadership development. wasn't always as strong of a leader, I certainly had to lean in on, messing up certain relationships along the way because I wasn't, Ahead of this pre communication, I had to have things onboarded with team members, and not have it go longer term because I didn't have my vision or my communication about what I was looking to accomplish.
So clearly documented, so clearly, able to reference. To where anybody walks into the practice that they can understand a direction. I think that we lost a lot of time and a lot of energy with emotions being misunderstood with different things because we didn't have those clear directions and, mistake or just journey.
It was a journey. you journey through and you learn things along the way, and hopefully you don't have to keep making those mistakes over again. But I think the biggest thing is any team members, and there's been hundreds and hundreds of team members that I've had at this point.
They've all taught me something. I've learned to be better because maybe I wasn't as good at the time. But how can I get better? How can I get better? Has been, definitely a support for me in this journey. Yeah,
Michael: I like that. Thinking about each team member and looking at them and saying, can I learn from you?
You know what I mean? Yeah. and it goes back to what you said, it's gonna be like this. Yes. sometimes right now, I know a lot of our listeners may be like, man, I'm trying to reach to that million dollars a year, mark, you're gonna get there, I feel. But then it's going to, there's still gonna be times where you're like, my team, it's worse. I'd rather sacrifice the money and, you know what I mean, Seasons. Two seasons. Yeah.
Yolanda: Go through seasons learning's never out, at all.
It's constantly about learning constant and never ending improvement all the time. And when you buy in and you get your team to buy into some of these belief systems, you accelerate. That was probably the smartest thing I ever did is from the beginning is, stay with a coach, keep a relationship.
Have someone who's on the outside telling you, with all authenticity, then reality, you screwed up. this isn't being your best self. you're thinking small. Be big be the bigger person, apologize, 'cause team members can't do that to you, you're like, okay, you're fired. You know, it's like, it's, there's only so much that they're gonna be able to authentically be your board of directors. that's something to do easily is get a board of directors, get people, be a board of director for someone else, and, get mastermind groups together.
and speak authentically to each other. you're not perfect. This could have gone better this way and recognize that when someone's giving you an opinion, there's plenty of 'em. Maybe that one is not exactly the right one too.
Just because people have an opinion doesn't mean that you need to embrace that opinion too. think through it, continue to be a critical thinker.
Michael: Wonderful. Yeah. Thank you so much, Yolanda, for being with us. It's been a pleasure. But before we say goodbye, can you tell our listeners where they can find you?
Yolanda: You can find me Yolanda Mangram at Fortune Management, which is fortune mgmt.com. That's my email. Or you can call me on the phone seven oh seven, 4 7 8 6 3 9 4. I'm always happy to help, in any way. It's really a beautiful journey. And try to be really nice to yourself.
Mm-hmm. You work really hard and your intentions are straight so, be nice to yourself. Self-talk and self-love is definitely where my focus is right now. We are type A people most of the time and we're pretty hard on ourselves. So as much as I was talking about being humble and taking on, all the learning moments, remember to also focus back on some self-love and giving yourself a lot of credit.
Michael: Wonderful. Thank you so much Yolanda, for being with us guys. That's all gonna be in the show notes below, so definitely reach out to Yolanda and thank you for being with us. It's been a pleasure and we'll hear from you soon. Sounds great.
(If you DO want to work with Studio8E8, be sure to mention this podcast/ episode!)
Reach out to Studio8E8 here: https://s8e8.com/affiliates/tdm?utm\_source=tdm&utm\_medium=affiliate&wc\_clear=true
In this week's Monday Morning Marketing episode, I'm joined by an industry expert and friend, Joshua Scott, from Studio 8E8. Today we're bringing to the spotlight the incredible success story of one of their clients who skyrocketed from 0 to a jaw-dropping 3 million dollars in revenue in just one year, all thanks to the power of digital marketing. Joshua unravels the secret sauce behind this remarkable feat, breaking it down into four essential components that underpinned their triumph:
1. Establishing a proven formula for scaling - Knowing your numbers and how to leverage them for growth. If you know 30 calls equals about 5 new patients, it will be easier to scale!
2. Crafting an efficient and conversion-focused funnel - Locking down all the platform strategies and best ways to drive potential patients to your practice.
3. Building brand authority - Boosting your organic SEO and becoming a trusted brand in your community.
4. Diversifying marketing budgets and efforts - Knowing where to spend more and where to spend less in your marketing budget. Should you market for more emergency cases, cosmetic, or big ticket items? The choice is yours!
Dive into this episode to get even more in depth on these proven digital marketing techniques!
You can reach out to Joshua Scott here:
Website: https://s8e8.com/
Instagram: https://www.instagram.com/joshuascott/
Other Mentions and Links:
For more helpful tips, strategies, ideas, and marketing advice:
Instagram: https://www.instagram.com/thedentalmarketer/
The Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Joce. So talk to us about Google Ads. How can we utilize this, or what advice, suggestions, or methods can you give us that will actually help us attract new patients through Google
Joshua: Ads? Hey, Michael. Dude, so always so good to be here with you. I love these, these Monday morning marketing minutes.
I don't, I don't know if that's it. That's it. That's four s Monday morning, marketing Minute. I don't know. I think it's maybe one day. Yeah, I'm, I'm adding, I'm changing the title of your show. no, but man, we just had a client, really cool client that went from a startup practice, a startup GP practice that went from zero to 3 million in revenue in year one.
And a lot of that was based around digital ads. And so I thought I'd bring in some of those keys that our team was like, here's why that happened into this episode. So I've got like kind of four keys that we observed from a high level on why his ads were so successful. Awesome. Let's get into it, man.
Awesome. So number one was he really understood how to scale a campaign. One of the things I tell people is one of the most valuable parts of a digital ad campaign is understanding the formula that you're building. fact, a lot of ways that formula is almost more valuable than the actual spend that's happening.
And so for instance, let's say you're spending a thousand dollars a month in Google Ads, and then that generates, I mean, we can put clicks in there if you want, but let's just make it simplify it. Like a thousand dollars generates 30 phone calls, which generates five new patients to the practice. So if we can establish that formula, well now, you know, okay, so if you're bringing on an associate, you're expanding, you want to grow faster, you're like, okay, we need an extra 20 new patients a month.
Now we got a formula for that. So we know that 20 would actually have to be a $4,000 investment to get 120 phone calls, which kind of tells you what your front office team needs to be able to handle. Mm-hmm. Which gets you the 20 new patients. So once he kind of understood that he started with a smaller budget early on, and by smaller, I mean, um, I probably should have started with this.
So he, when he initially started, we were spending 25,000 a month in Google ads. And once we got a handle on that, that formula, I think right now we're spending about 47,000 in one month on Google Ads. Wait,
Michael: 4 7 3 zeros, 4 7, 0,
Joshua: 0, 0, 0 0 per month. So basically half a million dollars on digital ads.
And you know, here's the thing though, like, if you spend half a million in marketing, but you can get to 3 million in year one, would you do that? You know? Yeah. So, dude,
Michael: so okay, talk to me about the formula then. So that was number one, scale the campaign, right?
Joshua: So number two was really creating a funnel with your ad campaigns. And so we, we know this word funnel, we've, it's, it's, it's out there, but it, it kind of gets, like, it's one of the probably, I don't know, like marketing trends that's coming through, but it's really nothing new.
And so with him, it was creating this, this funnel with different parts of it. So number one, like at the top is uh, what we call like a meta brand awareness campaign. So between Facebook and Instagram, You're using photography and video to just drive brand awareness. Like, Hey, we're here. New practice name recognition.
then using Google Ads so that then driving to Google Ads, which uses as a conversion point. So now they're clicking on that. They're going to the website. We're trying to get conversions from them. But then using, going back to Meta's platform, to remarket to them. So we have this like brand awareness, getting them, you know, now they're seeing Google ads and they're going to the website.
Now they're seeing the, the practice come back up in their feed for the next 30 to 60 days. Mm-hmm. So you're really kind of sophisticated approach to go, let's drive traffic down this funnel. Let's not lose it at just one exposure, but really figure out how to leverage all the platforms out there to do that.
Gotcha. Okay.
Michael: Okay. So then three.
Joshua: So three was really establishing brand authority. And what I mean by that is even though his campaigns were really successful, Building an entire successful business around digital ads is not really like, the best strategy and, and kind of impossible. And so, he used organic ss e o a great patient experience social media to really generate a ton of authority.
So at the same time, we're running this like high powered digital ad campaign. He's collecting 500 Google reviews in year one, average 4.9 stars. He's creating social media, uh, awareness and, and authority, and so, The way this plays into his, cost per click, then being lower because Google is now translating this as a high quality, website, high quality source when they return it.
So conversion rates go higher, pay per click goes lower, and all those things. Realizing it's not just about putting ads out there, it's all the things behind the scenes. Word of mouth, great patient experience, good social media strategy.
Michael: Hmm. Gotcha. So it, a lot goes on with number three, The s e o social media.
quality of the, what's he posting? The reviews? Yeah. All that stuff. Right.
Joshua: Yeah. And it's, and it's really realizing like digital marketing is a compliment to all the other things you're doing to build a business. You know, I think marketing, when you look at some of this, it's like if you go, Hey, uh, startup, zero to 3 million in one year, people are like, oh my God, how do you do it?
What's, what's the key? And the, the key is that there's not one key, you know, the key is like, There was 500 reviews. There was a legit social media strategy. There was, um, you know, pay per click, uh, sophisticated pay per click, with a serious budget to it. So, so I think that that's kind of where we were at, was like, there wasn't one thing here.
He was really building a solid business around an ad campaign.
Michael: Gotcha. Okay. So then number
Joshua: four. Number four, we called it diversification. And so it wasn't a set and forget type campaign. we built out, at first it was a general new patient campaign. 'cause he is like, Hey, we're opening doors, we literally need new patients.
And month one it was 170 new patients, it's climbed from there. It's gone up to low two hundreds. You know, it just kind of fluctuates a little bit. But we also build out emergency campaigns. We build out Invisalign campaigns. And so for him it was different seasons throughout that year of knowing. Hey, just added another doctor.
We've got kind of more margin in our daily schedule, so like, let's put 5,000 of that towards emergencies for the next 30 days. Mm-hmm. Um, hey, we don't have any margin for emergencies, so let's shift that budget over to Invisalign to get higher treatment type procedures into the practice. And so it's, it's kind of having your base built, but then having some other auxiliary campaigns that you almost pull levers on when you need it, based on the needs of the practice.
Gotcha.
Michael: So, Rewind a little bit. You said at the beginning y'all did a general new patient campaign. What's that look like? Yeah, so
Joshua: he was, you know, so a, a lot of us, like what I talked about, like brand awareness through, through the meta channels, uh, with a huge, huge spend in Google. ' cause the majority of it man startups, I'm a big believer in like, you just need new patients in the door.
let's go on Google. I think one of the misconceptions, Michael, around Google ad budgets I think there's two things. One is, You know, a lot of people will think like $1,500 a month for an ad campaign is a lot of money. I don't know that that is anymore. When it comes to acquiring a new patient externally through an ad platform, most agencies are probably gonna take 25 to 30% of that for a management fee.
So you roughly have a thousand dollars you're spending, and I would say right now I think a Google new patient costs 200 to 250 bucks. So if you spend 1500, we're looking at like four to five new patients. And sometimes those, and if you don't, you know, like if your team's not answering phones, right, or they're going to voicemail, it may not even feel like, this is where I think practices go.
We're not getting anything from this. I'm like, well, you are, but really we're only supposed to be converting four or five. The other part is he has scaled this to over $40,000 a month in his area. There's still room to expand that. And so even at 40,000, like he hasn't saturated that search volume. And this is in a suburb of Columbus, Ohio.
So I think people think like, oh, I'm spending 5,000 a month, and clearly we have to be number one. 'cause who else is spending that? And I'm like, I think that lid is way higher than most people think.
Michael: Yeah, half a million. This is, it's pretty up there, man. But yeah, you mentioned about like the brand awareness campaign.
And then you also talk about a new patient campaign. So when it comes to, opening our doors, what's the difference between a brand awareness campaign with Google Ads and a new patient campaign with Google Ads? Or is it the same thing? Yeah,
Joshua: the way we would define it is a brand awareness campaign is just meant to drive awareness.
And so a lot of that is like social media. You know, if you've got a great video, great photography, it's just the thing to get people interested. You're not necessarily trying to convert like. click here for an appointment. Like that's really not those messages. It's supposed to be a feel like an organic part of your social media feed.
So it's just name awareness, you know, A lot of it within was like, Hey, grand opening new practice in the area. Just stuff like that. People are like, oh, that's interesting. Didn't know. Mm-hmm. I, oh yeah, I just drove past that the other day. So that's brand awareness. A new patient campaign is really meant to get those conversions.
Like now this is where we ask, somebody's looking on Google and we're like, Hey, we're here. Click here and book an appointment or call. So you're trying to drive that, that conversion from it. And I think that that's an important differentiation. 'cause a lot of times, like if, if practices just have a budget for one.
They're a startup. I'm like, just, let's just go. New patients, get 'em in the door, you know, as best we can. If they have a more diversified budget, it always will drive better conversions if there's brand awareness sitting on top of an actual, like conversion campaign.
Michael: Gotcha. Do you ever, in your experience with all the practices you work with, see like a push and pull of somebody who's like, yeah, I'm doing my own Google ads, I do it in-house, or I do it myself and you know, we're getting 10.
15 new patients a month. But then there's that pool where it's like, I'm afraid to invest more if I'm doing it myself. You know, I can just increase more on my own. But really the time factor, plays a huge role. And then knowing what to do specifically within the nitty gritty, right? Like the details. Do you ever see that where it's like, uh, I don't know if I should, or, or, or No.
Joshua: Yeah, a little bit I would say. And, and it'd be interesting to ask some of the other agencies as well to get their feedback and I, but I would say we see less and less of that now. Um, five years ago, 10 years ago, certainly a lot of people managing their own campaigns, when you get into Google's like ad platform now, I'd be like, Michael, I, I got a big book here on my shelf.
It's, it was like, uh, from five years ago, like, like learning to, it is like Google certification book. Yeah. You know, it's like this big, I like went through the thing 'cause I was like, I, I want to understand this now when I get in that ad platform, I'm like, no way guys. I just, it's too far down the road. I would rather, you know, pay people to really be experts in that.
Mm-hmm. So I think the days of. Somebody really learning that, getting into it and building an effective campaign. it's more at an agency level now is my take on it.
Michael: Gotcha. So this is not a form where it's like the more money we throw at it, the more new patients you're gonna get.
It's more like, it has to be very strategic with it, or
Joshua: is it not? Yeah, no, I think it's both. I, I do, I think it's like we've gotta be strategic and, you know, maybe phase one is, is the strategy part of. What's the campaign look like and really building out that formula. Like, okay, if we're gonna invest, you know, X and we get this many phone calls and we're seeing this many new patients, I'm like, great.
Once that's established, I. Tell me what you want. do you want 50 new patients a month? Do you want, you know, he was like, we gotta open with at least 150 a month. It's like, all right, so let's reverse engineer that. They cost 250 bucks a piece. how much is that? You know? Mm-hmm. And so you kind of just start looking at those things and, and really understanding you've got control over that.
I. most of this comes down to just honestly, having the guts to make some decisions like that. Like I think most people would, if I said, give me half a million and I'll guarantee a $3 million startup, I think in theory that's like a really easy decision. I think that's a really tough one to make, as a, especially as a new business owner.
Michael: Yeah. That's tough. 'cause it's like, I don't know the guarantee, you know what I mean? Like, it's, uh, you wanna believe, you wanna believe and you wanna trust the, but then like, you know, people have been burned in the past and stuff like that. So it's like
you don't
Joshua: know that is you're, you're smiling 'cause you're smiling.
'cause you would feel the same way. Here here's, here's a little bit of backstory. So just so this isn't, feels like some super anomaly. This was his third startup. The first one went from one to 3 million in three years. The second one went from one to 3 million in two years. And so at each step he, so when he came to us, he actually switched, marketing companies came to us and said, I think I can go to 3 million in one year.
And it was like, yeah, I think you can, he actually has an M B A as well. He is a, he's a practicing dentist, but also has an his M B A. So there's some things there where I think he understands some of that marketing business, investment relationship where, and it's had like two other successful kind of patterns from it, where I think the first one he was, he would spend 25,000 a month on marketing.
The second one was like 35,000, and now this one's like 45,000. Mm-hmm. So it, you know, it's like he's stair stepping up, but um, so he didn't just come into the game like, here's half a million.
Michael: Oh yeah, I trust you a hundred percent. Here's, got you. No, that's interesting man. This is good. So awesome. So scale a campaign, create a funnel for your ad campaign, establish brand authority, and then Diversification. Awesome, man. I appreciate your time. So if anyone has further questions, you can definitely find Josh on the Dental Marketer Society Facebook group, or where can they reach out to
Joshua: you
directly? Yeah, if you're on Instagram, I, I'm there at, at Joshua Scott. I'm still in my dms in that account.
So tell me, you heard the episode, gimme a shout out, and then online www.seighteeight.com.
Michael: Awesome. So guys, as always, that's gonna be in the show notes below. And Josh, thank you for being with me on this Monday morning marketing episode.
Joshua: Thanks, Michael.
Today we're going to introduce a game changer in the dental practice management software world...
This is an innovative, all-in-one, cloud-based practice management software, and it offers an array of powerful features that are custom built for dentists by dentists ready to revolutionize the way you work.
If you are a start-up and decide to sign up with Oryx, they will NOT charge you a single dime, until you reached 200 active patients!
They are partnering up with all startup practice owners and making sure you succeed, fast!
Click this link to schedule a FREE personalized demo and to see more on their exclusive deal!
Guest: Thomas Choi
Business Name: Eyes of AI
Check out Thomas' Media:
Website: https://www.eyesofai.com/
Linkedin: https://au.linkedin.com/in/thomas-choi-7a8843241
Practice Website: https://mylocaldentists.com.au/
Other Mentions and Links:
CSIRO - Commonwealth Scientific and Industrial Research Organization
Khoa and Sen - Eyes of AI Founders
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- You cannot be a hero for everyone! Be sure to hone in on the type of patient you would like to serve and market to them.
- If you aren't located in a high foot traffic area you will need to supplement with more marketing.
- Your team is your most important asset! Treat them well and make sure they have systems to follow.
- You can have roles that are meant to be more permanent and positions that are more temporary. Some team members might not stick around forever and that is okay!
- Don't fall into the trap of "I have no weaknesses." Try to reflect of where you don't excel, and hire another professional to help.
- Always track where your new patients are coming from. Having a Customer Relationship Management(CRM) software will help keep good records here.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Alright, it's time to talk with our featured guest, Dr. Thomas Choi. Thomas, how's it
Thomas: going? Not too bad, Michael. Thanks. How are you
Michael: doing? Pretty good. Where in Australia are you located?
Thomas: We're in Sydney sunny Sydney. On the other side of the world too, you guys, but just to sunny as LA
Michael: hopefully.
Okay, man, that's nice. That's nice. Awesome. Thank you for, I dunno what time it is over there, but thank you for being up early.
Thomas: Oh 9:00 AM So just about I rescheduled some of my patients, pushed them back a little bit, and uh, normal workday for me.
Michael: Nice. Awesome man. Awesome. So real quick, could you briefly introduce your dental practice and the demographic you primarily
Thomas: serve?
Yeah, absolutely. So, um, the group of practices that I, operate and own is called my local dentists. We operate five dental clinics here in Sydney. We are generally Just general clinics. So we your community practice, we are located in small community areas, and so we serve your newborns, your one year old, your two year old, your kids as they go through school.
And then we also make dentures for grandparents. Mm-hmm. So yeah, your basic general practice for, for your general dentist.
Michael: Nice. Okay. So then what has been your experience with different marketing companies and which strategies have proved to be the most effective for
Thomas: you? I own five. And so we've dealt with all a whole range of different marketing options.
So that goes, I'm sure your listeners have gone through all these things as well. That goes from your s e o, from your Google AdWords, from your full service branding and marketing companies. For me, I've found there's no silver bullet, so quite early on. In my little startup phase someone gave me some pretty good advice.
They said, you cannot be the hero to everybody. So when I speak to younger dentists starting up clinics, I find they get really upset if even one person turns away or one person wasn't happy. They want to, they seem to want to sort of capture the whole entire. Little area there. They want everybody that, that, that doesn't work.
The dentist you are looking for for is not the dentist I'm looking for. He's probably not the dentist di Leonardo DiCaprio is looking for. We're all looking for different type of dentists. So I do find in marketing finding that sort of fits your lane and your. What you are trying to do is probably the most helpful thing to do.
But I mean, I'm happy to go around, into detail, into each of those different types of marketing, if you'd like. Yeah, no. Including the,
Michael: if we get into it, when you first started your practice, your startup, your first one, number one, right? Like what were you leaning heavily on? Where you were like, this is what I'm, I'm, I'm gonna keep doing
Thomas: right now.
So my, my first one is actually in the same suburb that I grew up in. So I had like strong community ties. My, my local primary school was literally, I, I serve like half of that primary school now. and I went to that primary school, so that's where I started. And I think in terms of marketing I was leaning really heavily on that community engagement.
And so, My first place isn't perhaps in such a high traffic area, and so it was a lot more of me making connections with the community and that personal relationship, but also because it's not in such a high. Foot traffic area. We did spend perhaps a high percentage of our income on marketing when we first started.
If you go to some of my other clinics, they're in small community shopping centers, but they're quite busy. So these shopping centers aren't like, I think in America, they, you have your malls, which is like your big shopping centers, and then you've got your little small community ones where you'd probably go three times a week to do your local grocery shopping, go to your pharmacy, and whatever.
It's so, A lot of my other ones are in those type of shopping centers. And you'll find with those ones, marketing isn't as important. The shopping center does the marketing for you. People walk past. And so in terms of percentage you spend is, is slightly different. And so your marketing strategy does need to change depending on your clinic, where you're located and what you're leaning on.
Like you said. So before, when I first started, I was leaning on. Me, myself, my story of, Hey, I grew up here and, and now I'm back in the area I'm giving back to the community. That's what I lay it, relied on. And as I'm going bigger I'm relying more on this. This is our brand and this is what we do.
Michael: Gotcha. And so all your five practices are, how
Thomas: far apart are they? Yeah, so they're all in Sydney. driving the furthest one. So if you go from my furthest one to the other furthest one you could probably go 30, 40 minutes from one to the other. Mm-hmm.
So they're all within about a 30 minute drive of each other within Sydney. Gotcha. Has that
Michael: always been the goal, Thomas, or was it more like, I just wanna get this first startup done and that's it, I wanna have my own thing here and then it, it grew Or how did it happen?
Thomas: I, it was not, it was unintentional.
Completely unintentional. So I start, I had this dream of being like this little dentist in a solo practice, which most dentist are. Um, And I was like, oh, in my little area where I grew up, this is nice. And I started that one and I get it started getting really busy. My second shop, it was, I actually um, was walking my dog and I was walking my dog to my local shopping center to pick up dinner for my, for my family.
And I walked my dog there and also just an empty shop. And I went, Hey, this is kind, this kind of work. And then that one worked out and that went really well. And then The third one came along and, and, and someone approached me for that one. And then since then people have just been approaching me actually.
So I actually had another shopping center approach me about two weeks ago and I had to turn them down just 'cause we're not in that cycle yet. But I think you find as you do well people open up opportunities for you as long as you're genuine, as long as you try hard and do your best opportunities to come.
Yeah.
Michael: Okay man. So then goals to have, like are you looking down the future where it's like there's gonna be 10 eventually?
Thomas: At the moment I've taken a kind of break on growing my dental businesses as a dentist. So, that's all on cruise control at the moment. We, we are doing a few sort of infrastructure upgrades in my practices and making sure we do have the most UpToDate equipment.
I do think that is really important patients, depending on what lane of patients you choose. So even for a small community clinics, no one wants to go to a dental clinic. That's not. Nice. That's not clean, that doesn't look modern and up to date you don't want to go see Spittoons that look like they're from the fifties.
But that's that. So I'm actually my, at the moment I'm actually involved in a startup around ai. And so that's where I'm spending a lot of my time around dental AI at the moment. So we'll see how we go in terms of my dental practices, but the AI space is where it's dentistry and the whole world is, is really interesting.
Michael: Yeah. Nice. Yeah. We'll, we'll dive into that right now. But you mentioned something right now, you said lane of patience. Mm-hmm. when you started out, you said, I'm gonna get this specific demographic, or were you kind of like, I just want
Thomas: anybody right now? No, so I think that that choosing your lane and how I said at the start, you can't get every patient that's come from 10 years of experience and speaking to dentists and, and new dentists and, and coaching them and things.
So, When I started out, I was like everyone else. I was upset if a single patient was unhappy with anything. I was like, ah, no. I want everybody, everyone should be loving me. Why? Why don't they like what I'm offering? But you will find, your patient that wants to go to a high-end clinic that wants pure, beautiful, top-notch work.
They don't want your cheaper general clinic. Even if it's the same work, some people want to pay extra to seem like they're paying extra even for an extra hot towel or something while they're doing their treatment. Some people like that and some people, they don't want that whole snazzy thing. They, they go in and they, these are waste of my money.
I don't want that and I don't want my normal community clinic. That's just sort of day to day, and I think if you try to capture both, you lose both. I think the way to do is choose your lane. I am your general clinic. I am the preventative guy. I'm the cosmetic guy. I'm a high-end clinic. I'm an implant clinic.
Whatever it is, choose your lane and focus on those people. And as long as you do that, you'll build your brand on. I am that guy, for example, Mercedes. You think Mercedes, you think, Hey, I'm gonna get a good quality car. It's gonna be luxurious, it's gonna be really nice. You don't see Mercedes now coming up with a $10,000 car, try and get this cheaper market, right?
Yeah. And all the other Mercedes buyers will be like, Hey, I don't want Mercedes anymore. You guys are cheap. So I think choosing your lane and sticking to your lane and making sure all your branding and marketing sort of adhere to what you've chosen and, and it's all concise and and in line.
I think that's the way to go. Definitely.
Michael: Nice. Okay. And how much budget do you typically allocate for your marketing activities?
Thomas: So I think once again, this does depend on the clinic, right? Mm-hmm. So, I do find when I speak to a lot of different marketing agencies and just companies in general, being customizable for, for the person is really important.
And so My clinic, as I was saying, that's not in such a high traffic traffic area as a percentage of revenue. I might spend a little bit more compared to something that's in the shopping center where I don't need to do any additional marketing. 'cause I have hundreds of people literally walking outside the front of my practice every day.
But then that's obviously the counterbalance. But I pay more rent in the shopping center and in low traffic areas, I pay less rent. it does differ. I found when I opened up my very first clinic, especially to know, like no one knows, knows about me, and there's no one walking past. You do spend a lot, you can spend up to like 20% of revenue at this time.
Whereas in a shopping center, you might get a massive influx of patients and only spend. 5% of of revenue on, on marketing. 'cause you're not having to do all this additional stuff. You're literally just using your practice shop front as your big marketing tool. So yeah, somewhere between there. And also obviously depends on your phase of your business.
So at the moment, like I said, I'm on a little bit of a cruise control, so I am just spending enough to keep my associates happy and booked. But if you were going to grow, you'd probably spend more, you know, 10, 20% if you're going to grow. And if you're just trying to stay stable, I aim for five to 10% usually.
Michael: Gotcha. Okay. And then how many new patients are you currently getting? Like a month? Across all
Thomas: five clinics?
Michael: Yeah. Or if you just wanna mention like your first, first one.
Thomas: Oh, my first one. I'm, I'm actually not accepting any new patients myself at, at that clinic. I'm, I'm too busy. But my associates are, and so depending on each sort of thing, you'd, you'd still be getting 30, any between 30 to 40 patients.
A, a month.
Michael: Gotcha. Okay. I think the, sometimes the, the struggle is we, when we're starting out, right, we have that. Certain amount of capital that we have to allocate to marketing. And then we're like, I don't want to spend on something that's not gonna work or spend too much.
For example, a marketing agency can approach you and say, Hey, let's, let's make this happen. Let's do this.
Thomas: And half of the mistakes, half of the mistakes don't listen to all of them.
Michael: Exactly. So can you share with us, like, have you ever faced a situation where the promised results were not achieved with the expected
Thomas: timeframe?
Absolutely. So when I think of marketing, let's stick with digital marketing first. Mm-hmm. 'cause I think that's where most people spend their time on marketing. So when I think of digital marketing, there's sort of three lanes that I've gone down in the past. I've gone down straight ss, e o work now straight ss, e o work.
I think everyone needs to do. Having said that, with chat, G P T, I don't know what Google and Google rankings are gonna be in five to 10 years, but at the moment, s e o is where it's at. So, s e o is really important, I think. SS e o, it costs a lot to do it right? Because what you're doing is you're paying someone to update your website weekly, twice a week with, with new content and making it relevant to those certain areas.
But the advantage of that is your underlying digital asset of your website becomes more and more valuable. And so I'll give you an example. If you do ss e o work properly, let's say you choose a suburb Let's say Venice Beach. I don't know LA at all, but I know that's an area of, yeah, so let's say we choose Venice Beach and you go, I wanna do s e o on and as a dental clinic in Venice Beach.
Now if you do it properly, it shouldn't just be Dentist Venice Beach and you come higher up on Google searches. It should be anyone in this area types in wisdom tooth pain. You should then have an article on your website with Wisdom Tooth Pain that they can read, and they're like, oh, your website is now my source of dental information.
And that creates trust. And so if someone goes dental, crown, root canal, whatever it is, and they're in that area, your ideally, your website should pick up first. And that's ss e o. That takes a lot of time and a lot of money and, and you might not see results for five to six months, but the underlying asset is, is invaluable.
Whereas if you go down like the Google AdWord side, you are paying thousands every month. There is no buildup of an underlying asset, but you are getting a click every time you pay. So I think with my strategy, when I first started, there was a lot of AdWords to pump up my initial book with underlying SS e o and then as your s e o builds, you can do less and less AdWords, I find.
Okay. I do find though, with full service branding and marketing agencies, we dentists. We can't brand and market and keep track unless you are a particular dentist. Like I maybe one of my whole graduating class of a hundred, maybe two, that would sit there and actually go through all this stuff. Most dentists just wanna be a dentist.
Mm-hmm. And so I think if you're a dentist and you start trying to do C r m work, s e o, work yourself, it detracts from your own work. So I do think unless you're really good at it, you should pay someone to do it. And then track it. So if you're using full branded agencies, they should have a C R M network laid out for you which tells you which calls are coming in, where they're coming in from.
Was it from a lead from the branding agency? Was it just a natural lead? And AdWords, you can see the clicks and the conversion rates. You should. Definitely track all those things. And ss e o you can obviously track just with your ranking and, and different words you're searching, but my suggestion to normal dentists mm-hmm.
As a general rule is get an agency to monitor and track it for you, and you just look at the end results and see if you're happy with them.
Michael: Ah, okay. Have there been any ones where you're like, oh my gosh, there's no results. Like, I'm not, I'm not seeing anything. And how do you handle that?
Thomas: Yeah, so I had, I'll give you an example about pre pandemic, just before pandemic.
I had an agency, I used them for a year and their whole gig was, we will provide you high-end work. So they make landing pages per high-end work that you wanna do. And their, their business model was mainly AdWords. So let's say implants and orthodontics. You, your listeners will know mm-hmm that you get a lot of money from implants and orthodontics and so perhaps is willing to spend a little bit more.
So the idea went anyone in Sydney bed search implants, this landing page should be paid for. So you come up the top, you click on that so that you know this lead is coming through that landing page. 'cause this landing page has a separate, input stream. And that landing page is dedicated just for the conversion of your implants or orthodontics.
Right? Depending on what that person searched for. And so, if it comes through there, you're getting an implant and that came from that marketing agency. 'cause it that lead came through this particular landing page. by the end of the year.
I ended up spending just as much on. AdWords, and that agency as I got in revenue, and so I was doing work. Pretty much for free. 'cause any work I was getting, I was giving back to that agency, and this is why tracking is really important and having mechanisms in place to know where that lead came from.
It wasn't a lead from my s e o work that I paid for previously. It was from this particular company and being able to track that. So if I used different branding agencies, I'll have different phone numbers they call through on, so I can track where it's coming from. I'll have different landing pages and websites as well as my receptionist will know.
On our C R M systems. Okay, this person came from this lead. And so being able to track it and then getting an R O I is pretty important because you'll find dentists spends thousands on stuff, don't track it, and they don't even realize they're getting nothing out of it. Yeah,
Michael: that's true, man. That's true.
So tracking it, tracking it is like huge,
Thomas: huge, huge. And most dentists don't, this is what I'm saying to you. Most dentists are dentists. They're not business people or necessarily want to sit there and track numbers. And so if you're not gonna do that, Get an external or a software to do it, but if you are gonna do it, then set up properly, un track it.
Okay,
Michael: nice. And then how equipped is your team in converting calls into actual patients? So.
Thomas: Right now pretty poor to be honest. We, we in Australia since COVID had some crazy staff shortage. last year, even earlier this year, there were days where we had to close clinics. Not even, 'cause we didn't have a dentist because I didn't have receptionist and like assistant staff, which is crazy to not open a business 'cause you don't have a receptionist, right?
Mm-hmm. But that, that's where we were, a little bit better now. But I think once again, as long as it aligns with your practice. So if you, in terms of training them, I think a C R m, sort of portal or, or system is really good for tracking. Because if you don't, you don't end up with a nice aggregated information you can read.
So I've had clinics, I've known clinics where. You know when you sign your new patient form, it says, how did you hear about us? Mm-hmm. Mm-hmm. I was really strong on making sure my receptionist made that person fill that thing out and then actually record it, because then that feeds back on our backend on, Hey, okay, we're getting patients through Google AdWords.
We're not getting anything. There's this thing called Yellow Pages in Australia. We're not getting anything from Yellow Pages, let's stop spending money on Yellow Pages, that type of thing. So training is important. You'll find especially if you use branding agencies, they'll train your staff for you on their c r m on and, and how to convert patients.
But that comes down to also having good staff and long-term staff. Mm-hmm. My, in my first clinic where, where I'm turning away patients for myself, They, my receptionist knows the patients almost better than I do. And so there is that long-term sort of consistency for patients is also important and also important for training.
Otherwise, you'll find new staff come in, you have to train them on the C r M system on how to convert patients on all that thing or those type of things. And you'll find you spend more time on training and more money on training than actually getting conversions of sales. So, Consistent staff, well trained staff.
And your receptionist is probably the most important person in your practice.
Michael: Yeah. How, how often is like turnover would you say, in the front office for you?
Thomas: So I have two sort of categories of, of support staff. So I'm not talking dentists, they're my support staff. I have my support staff that are my people that are gonna be there for years and they're my employees.
And then I have a list of sort of casuals, which are like fill in jobs, like only a few shifts a week. And they tend to be more uni students. So the uni students and the sort of casual in and out type of workers, they change over regularly. my long-term staff, they, they stick around long-term years.
That I don't think I've had anyone leave for any reason other than like their, like something's happened in their life, they're leaving mm-hmm. The city or moving, moving states or whatever it is because, staff is the most important. Asset of, of, of a company. So even big mining companies, you look at their, their, their bills sheet, their HR staff is their biggest expense.
Yeah. And given that even in us, even in a dental practice, staff is our biggest expense, but they're also the most important expense. And also we'll, Change how your companies run from day dot and, and it makes a massive difference. You'll have two receptionists. One receptionist will show you literally 50% more than the other one will, will book in 50% more patients than the other one just 'cause they care.
they'll be nice on the phone. They won't try to shoot people off the phone. They'll, they'll try to find solutions for their patients and mm-hmm. I say to my, I say to my, everybody, I have one hiring policy. Be a nice person. That's it. If you're a nice person, I can train you to do other things.
If you're not a nice person, it doesn't work out. Everyone can read it.
Michael: Yeah. Okay. Yeah. That's nice. Yeah. The humility that the person has to have when it comes to those two support staff and then the UNI students do, do you ever think like maybe the UNI students could become part of the support staff or
Thomas: Yeah, yeah, yeah, yeah.
Yeah. But for, as a general rule, those casual staff, so the my casual support staff that all. Have one or two shifts a week or have like feeling when someone's sick or something like that. They generally come on with that role because this isn't their primary thing in life. Mm-hmm. They might be a uni student, they might be a mom just wanting part-time work and, but this is not their focus, But at any point yeah, if they're suitable and they want to, there's always opportunities for them to then move on to more of a permanent position in my little organization.
Michael: Nice man. Okay, so you talked to us about that. Everything right now is on cruise control because you're working on something with ai.
What's that all
Thomas: about? Okay, so, I'm the Chief Operating officer of a company called IS ai. And what we do is we've partnered with the Commonwealth Industry Science Research Organization, so C S I R O. Mm-hmm. It's Australia's government. Sort of science agency or research agency. And we've collaborated to come up with the world's first and most granular segmentation on cone BM c t as well as sort of pathology detection on, on all the dental x-rays.
So your bite wings, your peri apical, your op Gs, and your lat surfaces. So, going into marketing, 'cause I know this is a marketing podcast. The, the reason I think this is really helpful for marketing is, as I was saying, people wanna go to clinics because they want to know you are up to date. What you are providing is good healthcare.
Mm-hmm. And AI will only improve healthcare going forward. That's the whole reason it's going to be implemented. If it wasn't going to improve healthcare, it's just something, a cool fancy toy, no one will use it. So what we do in our company, so other than for the diagnostics, Our flagship is the segmentation of a cone beam ct.
So a cone beam CT is a three d X-ray people use for the major dental work. Mm. And we are able to segment that into 130 different anatomical structures. And then using that, you can use that to plan your treatment. So I'm assuming most of your listeners are dentists? Mm-hmm. And so as a dentist, you'll know when you perhaps do an implant or a molar root canal, you'll take a cone beam ct and you'll know that to.
You take that c x-ray to plan treatments and if you're taking that x-ray to plan treatments, if you're able to segment that x-ray, you are able to first remove any noise you don't wanna see. You are able to get automatic measurements, and you're able to get a clear three D model of what you're working on rather than working off two D slices, which is what we're doing.
And so inevitably, AI and segmentation of cone beams and detection of pathology across all x-rays. Is going to save the dentist time, it's going to improve treatments and lead to better health outcomes, which is what we're aiming to do, and that's what everything is about. The last part about it, and I'm really big on patient education, I think a better educated patient is more on board with treatment and that can only lead to good things.
Mm-hmm. It can lead to less stress for the dentist and better treatment health outcomes. And if you have ever seen a cone bean ct, and if you are not a dentist, you'll look at that and go, no idea what I'm looking at. it's gonna go right over my head. I'm just gonna nod as the dentist tries to explain things to me, what we do is we make three D models of that cone bean ct and so you're able to transfer that information to the patient much clearer in a way that makes much more sense to the patient.
Not only are you going to get more conversions for your treatment, but you are also going to get more trust from the patient. But ultimately, and this is my biggest thing, you will get better patient health outcomes. You'll make less mistakes, and your treatments will be better, and that's what it's all about.
Nice.
Michael: Okay, so then how or why did this come out? The AI. You developing this? I guess like, the AI's been there, right? So you're just like, we gotta do something about this scenario because what was happening when this was
Thomas: coming out? Okay. So I'll tell you the little inception story of this company.
Yeah. It's kind of a pretty cool story. So this company started with two brothers, BA and Zen. Zen. I actually went to dental school with Zen, which is why, how I got involved in this company. Then is a dentist and Qua, who is our c e o, went to his brother Sen as the dentist Sen took his bite wings and he noticed an impacted lower right third molar that was causing caries on the lower right second molar.
And the carriers was really extensive and near the pulp Sen said to his brother, Hey mate, you need to take that wisdom tooth out, do a filling, potentially a root canal. Qua turned around and went, mate, you're my brother. I don't believe you. I don't feel any pain. Nothing is wrong. Went away. Then even showed him the x-ray and Qua was like, I don't, I don't know what you're talking about, man.
Everything was good. I think about two months later he had some crazy toothache. Had to go in and had to get both those teeth, emergency extraction on both of those teeth. That was the inception story, and this is why this links back to that whole patient education thing. I think in this world now going forward, people are taking more and more control of their own information.
I can almost guarantee all of your listeners, I mean most of 'em are dentists, but when they go to a doctor or a dentist, they don't actually get the x-rays themselves. In Australia, I. The X-rays are actually the property of the person that took them. It doesn't actually even belong to the patient, right?
Mm-hmm. Because it's our responsibility to keep it for X amount of years and store it and whatnot. We can't lose it 'cause it's patient health records. This is how this company started because we saw a problem there or the, the, the founder saw a problem there if I can't even believe my own brother.
And that communication between. The dentist and the patient is that poor on a two d x-ray. On a three d X-ray. People are just nodding their heads. The other thing we've found going through this and all the non dentists in my organization are, are a bit scared of dentists now mm-hmm. Is we've found a lot of dentists are just are skipping things and, and to save time on a cone beam ct, they're ignoring the rest of the cone beam ct.
If you take it for an implant down your bottom right, you're not looking at the top left for pathologies, which is to me, shocking. it's uncomfortable. Mm-hmm. So, that with the ai, you'll, you will be able to pick up on everything. And so even though it started as a patient communication inception idea, the use cases of it apply to both the patient, the dentist, the clinic, everyone, everyone will benefit from it.
Gotcha.
Michael: And so this is available now or not yet?
Thomas: our business model is not necessarily to go straight to the end user. to the, to the dentists themselves. We're in discussions with a lot of OEMs and a lot of companies everyone we've spoken to once they've seen our product believes this is going to be the new standard of cone beam ct.
Mm-hmm. And, and two d x-rays, but cone beam cts in particular, because you can't have this level of segmentation and then go back to the two D version, it's, it's like, my Jared, who I work with always says to me, he goes, it's like looking at an old U B D map that you're flipping through. And then getting Google Maps and it telling you exactly what to do.
Um mm-hmm. You, you can't go back. And so for that, we believe it will be mass adopted and yeah, we're speaking to a lot of companies then to implement it into existing softwares. Gotcha.
Michael: So you, the idea is not like to the user, like, Hey guys, it's available for this much, everybody get it? It's, it's more like, how can people get their hands on it then?
Thomas: Utilize one of the companies that we'll be partnering with pretty much. Okay. We'll be partnering with companies around the world and all your dental users will have heard of it. I heard of these companies and so if you want to use the product, you'll have to use the company that we partner with.
Michael: Gotcha. Okay. Okay. Interesting man. Yeah, because we've heard of AI and like diagnosing, right. Pearl Overjet, other companies like that. So they're, they're doing. Pretty cool stuff on that end, but this is a little bit different, right?
Thomas: So we do what they do as well. So they do diagnosis of two d x-rays of pathologies, right?
And so that is a, a bite wing, a pa, an O P G. Hey, there is this problem here. pretty straightforward. But if you look at three D x-rays, people don't take cone beam cts to find pathology. Sometimes they do, they, they'll take an ogen go, oh, that's a little bit funny. Let's take another x-ray to mm-hmm.
To confirm what that is. But as the, the majority of C B C T cases are taken to perform a treatment, to do an implant, to do a root canal, to do a surgical extraction of a third molar. And so the initial inception of the, the segmentations on a cone b. Is to make the use case of that cone beam easier already.
So if you are taking it for an implant, We provide you information on that treatment that will make that treatment easier. So we will provide you segmentations for all the surrounding key critical structures, the i n the sinus. We'll provide you measurements, so the crystal bone to the ion. How much bone do you have to play with your lingual and buccal measurements that that's automatic with the click of a button that you can see on a three D model.
That is different from we're gonna scan the whole extra and just point out things that might be slightly wrong, which we do anyway. And like I said, the two D is one thing. I'm much more passionate about the three D. if there's a bite wing and I miss it, and I'm not saying that AI doesn't diagnose better if my AI definitely diagnoses better than me, right?
Mm-hmm. I do miss things, but if I'm missing on that two d x-ray, it is me making a mistake. It is me not seeing something I should have seen. But on the three D, this is why I'm much more passionate about three D. People don't even look for it on a three d on a cone beam ct, which is shocking. So that's not even a mistake.
People aren't even doing it. Mm-hmm. take it to do the implant and they'll review just the implant site and the stuff they need for the implant and ignore the rest of the image. A lot of people, not everyone, mm-hmm. The good dentist look at over all, but, but a lot of people do. And so that's why the pathology detection on three D and scanning through, that's where my passion lies more.
But diagnosis on all x-rays is all helpful for ai.
Michael: Yeah. Okay. Are you utilizing it right now in your practice? I
Thomas: utilizing it right now, no, no, no, no, because it's not into, so I utilize it to demonstrate things, but it's not at, at a commercial level at the moment, so, no.
Michael: Oh, okay. Okay. Interesting. So this is, this is coming out pretty
Thomas: soon then, huh?
Yeah, yeah, yeah. whether it's us or anybody else, this will be the standard tech in the next three to five years. It's inevitable. Like I said I assume it's not only going to be us, but it, Once you've seen it, you can't go back. It is physically impossible. It's just chalk and cheese.
It's it's color TV versus black and white tv. Yeah, sound is black and white. TV versus color tv. We sound, that's literally what it is.
Michael: No, man. We're excited for that, Thomas. We're excited for that. So from the process of, I guess you doing your startup. Right to now at the point where you're at with this startup, right.
Where it's not a, like a building, right. It's not a practice, it's a ai. Mm-hmm. What are some of the biggest struggles you've encountered throughout this time?
Thomas: Time? For me personally, it's time. Mm-hmm. So I know no one really caress about my life, but time is actually the biggest thing for me. You've been talking business struggles.
It's once again time for me. Not even just time, it's the mental ability to focus on running dental practices and this AI startup, which is why my dental practices have pretty much taken a backseat. I do not know how Elon Musk does it. I do not know how you have the mental capacity to really run multiple companies and be on top of it all.
It's really hard. But other than that, obviously the challenges are really different between the two. And I think the common challenge though, as I was saying before, is people. Mm-hmm. I think everything comes down to people. If you have good staff in your dental practice, you don't have to worry. So I've run this enough that I can be on cruise control in my dental practices, and I can trust the staff that I have will run it really well as it's going and approach me if there's an issue that they haven't dealt with and they dunno what to do.
And so I'm pretty comfortable with that. And so even with eyes of ai, I, we have such an amazing team that it makes it really easy to work. And so my one tip to anybody doing any sort of entrepreneurial or any business work people is what makes it, you have someone good next to you, the amount of stress you receive will be half of someone that's just not good next to you.
Yeah. So yeah, staffing. Staffing and time is, is definitely the biggest thing. And surround yourself with people that. Have the same vision as you. Drive in the same direction as you and really lift each other up and support each other. I always liken it to a rowing boat. Right. It is the job of the person on the rowing boat that's beating that drum to make sure that everybody's rowing in the same direction and rowing to the beat of that drum, right?
That is like any organization, the boat will go better if everyone rose in the same direction and rose at the same time. What you don't want to do is get staff around you that don't understand the big picture and don't strive towards that common goal, whether it is. Providing patients is really good healthcare, and that will build up your dental practices or doing the world's best AI that's gonna take over the world.
With ai, you need the team to understand what they're doing, what their roles are, and support each other in that team. So people is the most important. Yeah.
Michael: Do you ever find yourself Thomas like, man, I need, I need somebody to handle this takeover and do this, and you give them the The problem or the Yeah, the problem, the work.
But then you kind of think about it and you're like, maybe a system could have taken care of that instead of this person. Yeah,
Thomas: both. You need both. with staff even though they're good staff, you need a system or a framework for them to work in. Mm-hmm. You can't, no matter how good people are, if you just let five people to do their thing.
They're not gonna come at the same point. So you've gotta give everyone a system or a framework. And with technology like AI coming through, yeah, people are, people's job descriptions are gonna change. What they had to do is going to change. It's unfortunately inevitable. You know, Back in the day, I'm sure law firms had a hundred people researching things, feature their cases, and now it's a Google search and it's only a hundred people hour job.
any new technology you should be skeptical of but would be willing to embrace that goes with ai, that goes with any systems that you have digital, X-rays, p m s systems, whatever it might be. Systems generally make things more efficient and less mistakes are made. Mm-hmm. that's one of the biggest things about ai, right?
That as I was saying earlier on a two d X-ray, if I don't pick up on something that's a mistake, It's not, I didn't know it's a mistake. And so systems and AI and things like that, they don't make mistakes as much. systems are good. But even if you don't have a system in place, even if you've got people, you should have a framework for those people to work around.
Yeah.
Michael: I get you, man. I mean, remember when Chat G P T came out, I was like, what is this stuff? I didn't even care. Now. Can't get
Thomas: off. It's the best. Yeah. AI's amazing. I'm kind of scared to see where it's gonna be in five years. I'm legitimately worried and scared.
Michael: It's gonna be, it's gonna be good. It's gonna be exciting.
I dunno. We'll see. We'll see. But it is interesting. So one of the last questions I wanted ask you Thomas, is we have a lot of young practice owners, listeners, dentists, right. In our also young, in the sense of like year one to year five, maybe they're in their practice ownership process. What
Thomas: advice can you give us?
I think first starting out, be honest with yourself. I think knowing where your shortfalls are. So, like I was saying, don't pretend to be a marketer if you're not, don't pretend to be someone that is gonna sit there with spreadsheets if you're not. I recently have come to love spreadsheets.
Mm-hmm. But in my previous life before this startup, I didn't particularly like spreadsheets and so to. If, you know you need spreadsheets to track things, but you are not a spreadsheet person, and I would say most dentists are not spreadsheet people, then you should be able to recognize that shortfall and pay a professional to do it.
I find people don't recognize other people's skillsets enough and aren't willing to pay for that skillset enough. That'd be the first thing. The second thing I would say is choose Elaine. I say this to everybody. You are not everyone's hero. You'll be one type of person, hero. And so choose what type of person that is.
If you're starting a practice and drive your business for that target market and nothing else. Ignore everyone else. alcohol companies. They know who their target market is. They don't target kids 'cause they know they're not gonna buy it. They don't get upset when kids don't wanna buy the alcohol.
So they target their audience, do the same thing. And the third thing is be genuine and nice. it goes for both patients and your staff. I find so many entrepreneurs are so up themselves that they think they can manipulate people into positioning themselves and doing what they want.
Now, that might work with a one-off interaction 'cause they, the person doesn't know you. But if you are gonna work with someone for five years, if you're gonna have a returning patient for five years, that. Ulterior motive of, I am here because of money. I'm here because of what it, it, it doesn't last.
Everyone sees right through it. If you want good staff to stick with you, treat them well, put yourself in their shoes. Every once in a while think, Hey, I'm only earning this amount of money. My dentist, my boss is earning this amount of money. He makes me do all this stuff. He doesn't even say thank you.
Doesn't gimme a bonus, doesn't gimme anything. If you were that person, you'd be like, Hey, what? This is not fair. Like this is not a, mm-hmm. Even distribution of what's happening here. Be nice to your staff. Be genuine. Be nice to your patients and that, that's probably the biggest one. Be nice and fair to everyone around you.
People will come back and people will continue wanting to work with you if you are overly fair and overly nice to people. I think that's the best part.
Michael: Awesome. We appreciate that, Thomas. And if anyone has any questions or concerns or they just want to talk to you more, where can
Thomas: they find you? Eyes of AI is probably the easiest website, international website.
You can either contact the support page of Eyes of AI and ask for me specifically otherwise I'm on LinkedIn, or they can reach out to you and you. I'm more than happy for you to give out my personal email to anyone. I'm happy to speak to everyone. I'm a friendly person.
Michael: Always be nice. Yeah.
Awesome guys. So that's gonna be in the show notes below, so definitely reach out to Thomas and Thomas. Thank you for being with us. It's been a pleasure and we'll hear from you soon.
Hey guys, welcome to this week's episode of Monday Morning Marketing! In today's episode, we're sitting down with the esteemed Dr. Tyler Brady to delve into the dynamic world of startups and crafting an authentic image as a dentist. We discover why authenticity trumps all in the realm of dentistry, as Dr. Brady shares insights on leveraging organic social media marketing to make your mark. From debunking sales pitches to allocating your resources wisely, we uncover the true ROI of your personal brand. Dr. Brady's firsthand experiences shed light on regional marketing nuances, the surprising impact(or lack there of) of mailers, and why you may not need a marketing agency starting out! In a world of algorithms, algorithms, and more algorithms, learn why the heart of successful marketing lies in forming genuine connections with potential patients.
This episode is brimming with actionable tips for marketing your startup on social media, so let's dive in with Dr. Tyler Brady!
You can reach out to Dr. Tyler Brady here:
Website: https://www.haven-dental.com/
Instagram: https://www.instagram.com/haven.dental/
Other Mentions and Links:
Ashley Joves Facebook Group
Super Bowl
iTero
Yelp
Myspace
Canva
Walmart
For more helpful tips, strategies, ideas, and marketing advice:
Instagram: https://www.instagram.com/thedentalmarketer/
The Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Tyler, so talk to us about startups. What advice, suggestions, or methods can you give us that will actually help us with our
Tyler: startup? I think strategizing. I think having a plan and just going all in on it, you really have to dedicate yourself to this. This is a beast.
Starting your own business in any field is extremely difficult. cash is always hard to come by at first because You don't have cash flow coming in. So maintaining your working capital is huge. Spending money in the right places I think is probably. Was my biggest struggle because you get all these sales reps coming in, you hear about all these cool products, about all this technology, all these things that, oh, standard of care.
If you don't have this, you're not gonna be successful. I think a salesperson's job is to sell you what they have to sell. so being, open-minded to new ideas and new things, but also being. Uh, having open eyes to seeing what's really gonna have a good return on investment. I think honestly these, these groups on Facebook were probably one of my biggest resources of places to go.
Products to try people to talk to. Um, Ashley's group has been huge for me. I haven't participated in a lot lately just 'cause I've been so busy. but what she created doing that. Has been, I mean, it's probably saved billions of dollars as far as startups go with dentists spending money in the right places and not wasting, and not being taken advantage of.
'cause you're able to go on and say, Hey, what did you spend for this? Or Hey, I have this, is this a fair price? Or what about this equipment? Things like that. I mean, that, that group has, has changed dentistry forever and it's really cool. I don't think she knew that. Starting out. I think when she started she was like, Hey, here's what I'm doing.
You guys wanna watch? Great. Let's do it together. And, and it's turned into this awesome thing where she's, she's made some huge connections for people all over the world.
Michael: Yeah. Cool. No, that's awesome, man. So you mentioned r o i. Yeah. What to you has been the best r o i so far when it comes to marketing and brand awareness and attracting new patient and what's been the worst where Yeah.
Tyler: You kind of wanna give people warnings. the best r o i, by far has been me. Mm-hmm. Doing the social media. social media is free. it's mind blowing. I was talking with, with another doctor who's an orthodontist who. Whole other thing. I'm actually doing a podcast with her tomorrow. Um, about the power of social media and how much money people used to spend to get in front of just a few thousand people, or 10,000 people, or a hundred thousand people, I mean, Superbowl ads.
Think about it. 30 million people the way the internet works. If you're consistent enough, you can have an audience of tens of thousands of people without even having tens of thousands of followers. and we were talking about the influence of putting yourself on social media, not necessarily your practice.
I mean, everybody thinks that a dentist is a dentist. There's no way, like, oh, cool, you have an iTero, or, oh, you have digital x-rays. Like that's nice, but what they're really buying is. The dentist. Mm-hmm. Am I gonna go to this person? Are they gonna treat me well? Are they gonna take care of me? Do I like their personality?
Do I like the, their approach to helping people, I think is, is the biggest thing. And I know it's really hard at first, it was hard for me at first. Um, and that's the nice thing about these Facebook groups is you can do it in front of your friends, in front of your colleagues first. You can get on and practice live.
you can sign up. and message Michael to see if he'll do a podcast with you and you can practice Uhhuh. No, that's good. Um, so yeah, and, and putting yourself out there is probably, I mean, by far been my biggest r o I. The thing that hasn't worked for me was, as far as r o i is probably mailers. I don't really, I, I tried a good effort.
They were good mailers. They had all the things that marketing needs. But in my market, it just didn't work. Mm-hmm. And I think that might just be specific to me. 'cause I know it works really well in some other areas. Just like Yelp. Yelp in Chicago and New York and Boston is huge in Dallas. Mm. People use it to find a restaurant, maybe that's about it.
Mm-hmm. So, um, you have to kind of be aware of what your market uses for marketing, and spend money in the right place. But, That's the awesome thing about social media hashtags is how you can do that. You just find your local hashtags and you use those in your posts and you're, you instantly have access to at least a few hundred people.
Mm-hmm. Um, even if you live in a small town, that might even be better because you have more people paying attention to little things going on in in town.
Michael: Yeah. No, that's really good, man. Wait, you said, um, putting yourself out there. So then what, what is specifically are you doing to put yourself, what are you saying?
What,
Tyler: you know what I mean? Yeah. the thing I feel like that gets the most attention is answering people's questions. you can do it on TikTok, uh, you can respond with a video on TikTok, which is awesome. Or I go in my stories on Instagram and I just say, ask me a question, and I just literally put a random picture of like my kid eating pancakes or like a tooth that I pulled.
I mean, it can literally be anything. I have noticed that they usually ask questions that kind of pertain to the photo that you're posting, but it doesn't have to be like anything. It could be a hammer grade. You ate for lunch yesterday, and you'll be like, what kind of foods are bad for my teeth?
Like, you'll get questions like that and then you just get on Instagram and you answer those questions. Sometimes. I did find a cheat code with this. If you don't have a lot of followers. You can answer your own question. You can type in like, whoa, what's your favorite color? Or Where did you go to school?
What was your favorite thing about this? And you can kind of cheat that way. I don't really do it that often 'cause now I get enough responses. But initially it was like no one has answered me questions. Yeah, I'd get on and I would say like, oh, what sets you apart as a dental office? Or What do you think about, this procedure or that procedure?
And you can kind of get yourself out there. Even if you're answering clinical questions, you're still, it's you asking those or answering those questions. And people all the time come into my office, like they already know me. They're like, oh, how was your trip to Boston? Like, what's your name again? Mm-hmm.
So it's, it's really cool that you can develop that connection with people before spending any time or money on or vice versa. They feel Less tied down, I guess less commitment, which can be kind of a good thing when you're trying to get new friends. New patients. Yeah, new followers
Michael: through, is it through Instagram or TikTok, or you utilize both?
Tyler: I do both. I think right now TikTok is what Instagram was. all of these social media platforms are generational. So right now, and we've talked about this before, mostly grandma and my mom use Facebook a lot. Mm-hmm. So if you're doing implant marketing, maybe cosmetic marketing, that kind of thing, Facebook is fantastic.
Or decision makers, or probably using Facebook more. Right now, Instagram is kind of that 20 to 30 year old. Or like young moms. Mm-hmm. Or, or young professionals, that kind of audience. So that would kind of be more where you would wanna go, uh, for cosmetic work. And then TikTok is kind of that younger generation, maybe like college, high school age, junior high even and, and all of that.
People stick with that social media platform. So when I. Dental school, Instagram was becoming popular. And so everyone that's my age has kind of followed Instagram as they get older. Instagram's age is aging. It's progressing, it's staying that same audience, and TikTok is doing the same thing. So it's, it started out as maybe like junior high and now it's like high school, college, and then it's even, I see it now creeping into that young professional.
Um, bracket too. So, I'm sure there's gonna be another social media platform. And then MySpace. MySpace is just kind of there. I don't even know if it exists anymore.
Michael: Yeah. Mom's
Tyler: our friend. He's my friend. Yeah. No. Okay. Every
Michael: day, man. Do you, do you get new patients through, how many patients do you get from Instagram and TikTok?
Have you, do you know, like the difference? Like TikTok, we get 10 or, yeah, I'd say
Tyler: TikTok is, Percentage wise, it's probably like 10 or 15%. I haven't really put a ton of effort into it just because I've put so much effort, like, I was talking about, I'm committed to Instagram, so I'm kind of following that, age group.
but I'm seeing the power of TikTok. I think I really started taking TikTok seriously about a year ago. I. 50,000 followers on there now. So what, what, what
Michael: does that mean? You took it seriously now? Like
Tyler: what are you doing? I mean, I started posting regularly. I started putting non-generic content up.
I think I had five or six posts a year ago, and now I have, I don't know, like 50 or 60 maybe. Yeah, I probably post on TikTok like once a week, but I should be doing it more. Um, gotcha. I'm trying to do it daily, but
Michael: So with the advice that you're, with the advice that you're giving, uh, for startups Yeah.
Instagram then, or what are you thinking? Or like how, if you were to give us like a guideline here for a
Tyler: startup, if you're an orthodontist or a pediatric dentist, I would say do TikTok heavily. I think TikTok is where those teenagers are looking for content. and I see dentists on there who have like tons and tons and tons of followers, so I think that's like a starting point.
But it's all about consistency, just like being successful at anything. The more you just pound your head into the wall mm-hmm. The more successful you're gonna be. There's no shortcuts, there's no tricks. It's really just being consistent. You don't have to perfect every post that you put up. You can watch for trends, but you have to have the volume of content in order to be able to see those trends.
Oh, more people respond when I do this, post, less people respond when I do this post. And so you make more of those posts that people respond to, and then even then you're like, oh, maybe it was actually this chunk of that post that people really enjoyed and maybe it was this part that people didn't enjoy.
And so you kind of find your sweet spot after a while. Even then people get bored. I mean, if content works for a while on a specific thing and then it kind of fizzles out, you've gotta find a new angle, something else, a different type of photo to post, or a different story to try out. Um, I've noticed when I do a lot of question and answer things, people kind of get tired of it, and that's mm-hmm.
human nature these days. Yeah. and you can even cross post, you can post the same exact thing on TikTok that you do on Instagram. They're gonna have different, different algorithms, different effects. Mm-hmm. And I think that's a way to actually save a lot of time. You
Michael: Yeah. To do that.
Nice man. Okay. So then with the social media that you're utilizing right now, is that all you're doing for, for marketing?
Tyler: Um, I'm not paying for any marketing. I run a few ads on Facebook. I.
I pay to boost things on TikTok, but not a whole lot. I have hired my sister part-time and she helps me come up with content and she'll come into the office two days a week and like we film a silly video or we brainstorm on things. I don't pay her a whole lot. Mm-hmm. She just needs something to do and she's creative like me.
but I don't, I don't, I mean, most of our ideas we're copying other things we see on social media. It's not, it's not new stuff. Yeah. So, no, that's
Michael: good. I feel like a lot of the times we get boggled down, like, oh, we're gonna have this agency take over
Tyler: everything. Right. It doesn't work. Yeah. I, I hate to admit it.
I mean, I'm friends with some of the people that do that, and I feel like it just becomes a little less authentic. in some situations it works really well. And even with my sister doing stuff, I'm like, I wish she wouldn't have worded it that way, or I wish she would've used this picture instead of that picture.
but also too, people just, they don't want perfection. It's funny, the same orthodontist I was talking about, Small businesses think that we need to have stock photos in Photoshopped things in Canva and Canva's actually. Great. I love Canva. Mm-hmm. But like we need to look big. And it's funny, if you look at these big corporations, they're actually contacting micro influencers to give them content.
Their micro influencer is a person who has like a few thousand followers, maybe 10 or 20,000. And it's funny because the big companies are seeing the value in this authenticism and these people, they're like, oh, I just went to Walmart and here's what I bought. And they show like the clothes that they bought for back to school, Walmart's paying a lot of money to those people.
And then the, the small businesses are trying to make themselves look big when really they just, they want authenticity. Mm-hmm.
Michael: And that's what people want, right? Like that's what they see. Yeah. 'cause I notice you're like live sometimes on Instagram. You're just. You
Tyler: just turn it on and I'm like, the breeze.
I know that's like about sometimes I'm like, come your hair,
Michael: man know. You're just like, you're there and you're like,
Tyler: Hey, hey. You know? Like, this is pretty cool. I like it. I like it. I'm just hanging out with my friends and I don't know, I might change that in the future, but right now that's kind of where I'm at.
I feel like, owning a business is still stressful and I, I mean, there's huge stresses going on with that course. Like that's just life. But I think you have to do what makes you happy. And I think if you're trying to fake something that you're not, people can smell it. Mm-hmm. Like a lot of times, I hate to bring it up, but like dentists who are out there dancing on TikTok and you can tell they hate what they're doing, you can just see it.
Yeah. Or they're singing a song and it's like, this isn't you. This is what you wanna be, or what you think people want you to be, and you shouldn't do that. it doesn't work. Yeah. Just get on and talk about, I mean, you can talk about what you made for dinner last night and people will be like, oh, this dentist loves to cook.
I love to cook. I'm gonna go in it and I'm gonna talk about how I make homemade repair wrong at my cleaning. Mm-hmm. And they, all they want is a connection. And it's really easy to make that connection. Yeah. If you're yourself.
Michael: Yeah. Awesome. Tyler, I appreciate your time and if anyone has further questions you can find 'em on the Dental Market or Society Facebook group or where can they reach out to you
Tyler: directly?
best place is Instagram, um, just dmm me Haven Dental. I don't even use my personal one. I don't even think it's logged in anymore because my personal one is my work one, so yeah.
Michael: Yeah, no. Awesome, awesome. So that's all gonna be in the show notes below. And Tyler, thank you for being with me on this Monday morning marketing
Tyler: episode.
Today I want to tell you about our sponsor for this episode, Olsen Dental Chairs!
Imagine you're a dentist and you spend your whole day around the chair... Well, Olsen has over 40 years of experience in making those long hours as comfortable as possible for both the dentist and the patient!
If you're a dental professional looking for high quality, cost effective, dental equipment, check out Olson dental chairs!
Click this link and mention this episode for a limited time FREE installation with your purchase!
Guest: Kristine GraziosoPractice Name: South Shore Children's DentistryCheck out Kristine's Media:Advisor Email: info@sherodentaladvisors.com
Advisor Website: www.sherodentaladvisors.com
Practice Email: info@drgrazioso.com
Practice Website: www.sscdsmiles.com
Facebook: www.facebook.com/kristine.love.peace
Other Mentions and Links:Dr. Arnold Weiss
Boston Children's Hospital
Delta Dental
Blue Cross Blue Shield
Massachusetts Dentists Facebook Page
Metlife
Cigna
Guardian
Starbucks
Dentrix
Start with Why - Simon Sinek
For more helpful tips, strategies, ideas, and marketing advice:
Instagram: https://www.instagram.com/thedentalmarketer/
The Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Facebook Group: https://www.facebook.com/groups/2031814726927041
My Key Takeaways:
- Your staff needs to be on the same page if you’re switching to fee-for-service! They have to believe in it for it to work effectively.
- Believe in your practice, have good customer service, and be good at what you do. With these points of focus, your office will thrive!
- Tracking is especially important in a fee-for-service practice. Make sure you know where your patients are coming from so you can optimize your marketing.
- Take the extra time to double check the data you’re putting into your practice management software. If you feed it data with even small errors, the generated reports can be misleading.
- Know your geography! Do practices around you ALL take insurance? This will be helpful info when deciding whether or not to drop insurances.
- Ask for help! Don’t be afraid to ask your fellow dentists for advice. Many of them have been where you are now and would love to help.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: Alright, it's time to talk with our featured guest, Dr. Christine Graso. Christine, how's it going? Hi Michael, how are you? I'm good, I'm good. Thanks for asking. Thanks for asking. If you can, Christine, start off with telling us a little bit about your past, your present, how'd you get to where you are today?
Kristine: All right, so I am a pediatric dentist and I started my practice in 1999, way back when, when things were really different. There wasn't the technology we have today, there weren't the rules and regulations necessarily. So things have really changed. But I have been a dentist for 30 years and a pediatric dentist for 27, practice owner for 23.
it's been a great ride. I love it. So was
Michael: practice ownership always something you wanted to do or how did that come about?
Kristine: I, yeah, I think I always knew that I would be an owner, how that would look. I didn't know, and I really didn't decide to be a dentist till I was a senior in college.
So it wasn't like a lifelong dream. It just kind of happened and it ha and I love it. I wouldn't wanna change anything. Yeah.
Michael: What were you wanting to do before that?
Kristine: Oh, let's see. First I started as an wanted to be an attorney and quickly learned that was not for me. Then I thought an optometrist, and then when I got into physics junior year, I realized, no way, not my strong point.
So I had a little bit of an existential crisis and had to figure it out, and dentistry kind of fell in my lap as an option. And I got a job in a dental office, happened to be a pediatric dental office, and. I knew immediately it was immediate that I had found what I was gonna do for the rest of my life.
So I was really fortunate in that. So
Michael: what was the immediate thing where you're like, this is it now you came home, you're like, I'm gonna do this.
Kristine: What was that? It was really more of just a feeling. So, The first day I walked into, I got a job as a dental assistant and I knew nothing. I knew nothing about dentistry.
And this dentist, who is many pediatric dentists, know his name, Arnie Weiss. He mm-hmm uh, took me in and said, I'll teach you everything, you know, work in a year with me before you apply to dental school. And We have a deal. So he took me in and it was really just a feeling. I had this overwhelming sense of this is where I belong, and this, I loved it.
I just loved it. So it really was not really tangible, but I just knew. Mm-hmm.
Michael: What did you learn from Arne that you still take
Kristine: on today? A lot of the behavior management he is a master at, he's retired now, but he was a master at behavior management and you know, how to charm the little kids. So I learned really, that was the main thing I learned, but I learned a lot more than that too.
Michael: Yeah. But that was the thing, the ma major, major takeaway
Kristine: how to yeah. How to deal with children, so,
Michael: Okay. Yeah, that's interesting. So then you went into dental school and then from that point on, you decided to immediately own your own practice. Was it in dental school or was it out you were associating?
Kristine: Nope. I went to, well, well you have to do a residency to, to go into pediatrics, but I had to break a year between dental school and residency because I was getting married to someone who was in the medical school and he had to go immediately to residency and as a dentist you can just go out and practice.
So I waited and followed to where he did his residency, which was Philadelphia. Pennsylvania and applied to my pediatric residency, then worked for a number of actual pediatric dental offices, then learned so much, went into my residency, leaped and bounds ahead of, if I had just come outta dental school.
And then I came back to Massachusetts and worked with Arnie Weiss again, and I thought I would likely. Become a partner with him. But due to geography and my husband and I choosing to leave the city and move down onto the south shore of Massachusetts, I knew I wanted to open my own practice. So it was kind of gradual.
And then I opened a practice and had a baby at the same time. Oh, me. So talk, talk to me about
Michael: that then. How. How was that? Was that any moment where you thinking like, maybe, maybe I shouldn't open the practice right now. Put a pause on it.
Kristine: I had the moment immediately after I gave birth for like the first month, I, I said something to my mother along these lines, do you think you could have told me what it felt like to be a mother?
You never once told me that maybe I would be like, whoa, what am I doing? So I had that Feeling. And then when my son was 11 months old, I got pregnant again. And I was just in the process of actually building out the space that I still am in more than 20 years later. And. I think I was a few months into that pregnancy doing the build out, having to make decisions.
Also having, still another baby at home that I had some second thoughts, but my husband kind of put the kibosh on that. He is like, nope, you've come this far, you've got it. You're just hormonal. And truthfully, at the time it didn't feel supportive, but he was a hundred percent right. And you know, I have to say, I think that I have been very fortunate.
I was never five days a week clinically, ever since I opened my own practice, other than during the pandemic years. When I went all in again, I really, I practiced three days a week and that was a wonderful way to balance being a mother and a practice owner.
Michael: Mm, okay, gotcha. So it's always been three days a week up until the pandemic you said.
Kristine: For me personally, the practice grew to five days a week. I have, I had associates probably starting at around year seven or eight. So, but I, you know, one thing, and if young dentists are listening to this, that I think it's lost, is don't realize that it takes time to grow. It doesn't just happen immediate, so your practice isn't all of a sudden you're open and you have a hundred patients that week.
It just doesn't happen that way unless you go someplace that is just, you know, there's no other dentist. But where most dentists seem to like to go there, we have a lot of practices already, so it takes time. So it wasn't a big deal to start at two, three days a week and grow it and grow it, and once those days were full.
and then I want 'em to expand to other days to hire someone else to help me with that. So I think that's a really important thing for younger dentists to realize is that it's not immediate success. And just like when you come outta dental school or residency, you're not gonna make the same financial living that someone who's been doing it 25 years is That's not how life works. Yeah,
Michael: that's true. So then, Christine, let me ask you, when will it feel like. When, if you were examining me and you're like, okay, Michael, let's, you're on year five and you, you should have grown more by now, or is it like, no, it's okay. It's okay. Give it, give it a more, when, when is the breaking point where it's like, we're not growing, I, I I need something, I need something to change.
Oh,
Kristine: I think you always should keep seeing forward growth in the, even in the first few years. But, so it was easy for me. I had a husband who worked and. We weren't counting on the money from my practice right away. I did, I actually, I, I should mention this, that I stayed in other jobs. I was an associate for the first two years that I was opening my own practice was another funny story. So, a good friend of mine from dental school, also a pediatric dentist now, her boyfriend at the time, was a pediatric dentist and he opened his own practice while we were still kind of getting out of residency and doing. That. And he used to say, I keep looking at my bank account and I think, all right, next week I'm probably gonna have to shut down.
And then eventually as you get towards the end of that first year, it changes and you start seeing that you can support the bills and you're not only living uh, you know, you're not paying yourself. That's, I think, another mistake. People think, oh, they should be making all this money right away for me and colleagues in my.
Generation, we just assumed we weren't really paying ourself right away, that we kept investing in the business. Mm-hmm. That's kind of a different philosophy I see these days too. They all wanna be making a lot of money, but can't necessarily right away. You have to put the time in. That's what I'd say.
so I think it's really hard for a practice to fail. So just be like, oh, I'm just gonna give up. I, I do think that's kind of hard to do if you are in an area that your services aren't necessary. So, I mean, don't open up when there's five other pediatric dentists within 10 miles. If you open a practice there, it's a little bit harder, right?
If you are in an area that practice is necessary or you buy an existing practice, that seems like a good way to go. And you. Are good at what you do and you offer really great customer service. 'cause to me that's really the key. Customer service is the key to success. Then you are going to see yourself grow and become successful, and then you just have to decide what success means to you, because it means different things to everybody.
It's not only that you make money. Mm-hmm. That satisfied in your life, in your career, that you have the lifestyle you wanna have, that you have time off, you have time with your family. All those things lead up to what I would call success. Not just how much money you make.
Michael: Got you. How long or did it even take you a while for you to realize that when you were starting out, your practice, having your children and everything?
'cause I feel like that's like your, you're boggled down in the moment. You're, did you also start your practice, have a child and you were an associate. Yes.
Kristine: Wow. Yes. And then I think I got out of, oh, and I started working a day a week at Boston Children's Hospital teaching in the residency.
But that didn't last that long. That was only like a year and a half, two years. So there was a lot going on, and I think especially women, we just multitask and go forward and we handle a lot. So then
Michael: what did you feel was being spread too thin in that whole moment? I mean, what would you have done differently
Kristine: if anything, the one thing, it doesn't fit what you're asking me of what I would do differently as far as time-wise, but what I would've done differently is had a greater appreciation for, Purchasing the real estate.
I do not own the real estate associated with my practice. I've always leased and I felt back then, how could I possibly buy it? I can't afford this. I wish I understood that I could have taken loans and it would've been okay to have some debt regarding real estate from my practice. So early on I wish I had done that.
It seemed so expensive. But now in hindsight, all these years later, it wouldn't have been, I.
Michael: Hmm. So that's the thing you wish you would've done is Yep. Bought the whole
Kristine: building and everything. Yeah. Or found a, a space and built a building. It seemed unattainable to me. I do think that younger dentists these days are much more willing to do that, to take on the debt, and they're not as risk averse, but, For me, back then, it was too overwhelming and too scary to contemplate doing.
Yeah. 'cause the property has always been expensive here in Massachusetts. Right. But in hindsight, it's, would've been a smart thing to do.
Michael: Yeah. I mean, you were already taking a lot of risks, Christine, if you think about it. You know what I mean? Sure. You were doing a lot. So it's kind of like you think about it now you're thinking, oh, I gotta take another risk on, you know what I mean?
So maybe hold off. at that moment you were thinking that, so I could totally, I'm putting myself in your shoes. Understand that, you know, So now you're in your practice, let's, if we're rewinding back, you decided to start your own practice and where you're at now. Mm-hmm.
And has it been, when did you start going fee for service or have you always been that way or
Kristine: So When I started, the PPOs weren't really, they were just starting to come into the environment and the people I worked for, Arnie Weiss being one, and then another practice In Needham, Massachusetts, they all just were in network with just like these premier plans.
So Delta Dental, premier, blue Cross Blue Shield, they used to call it indemnity and that was pretty much it. So that was the advice you got and you took those and at the time it was, you know, an 8% discount. reasonable help build your practice. It's just that over the years and there, honestly, there was only one pediatric dentist that I knew that was completely out of network with everything, and she was like, this unicorn, we didn't even, I didn't even think about it or understand it.
I was like, I don't even know what that's about. because everybody took these two plans and then as the PPOs started coming in, I just always said, no. No to all of them because I was like, why am I gonna take that discount? Why, you know, I knew what it cost to run a practice. Mm-hmm. But the overhead was, this is a little bit of a long story, so I'll tell it and you can interrupt me when you would like, So I took those two plans and I really didn't pay that much attention to what was going on. I just went about my business. My practice was growing. I ran my business by my gut. I wasn't data driven at all. I didn't look at the numbers that much. All I knew is I was profiting. I every year. I made a better living, even through the recession of 2008.
You know, growth happened. I had this a, a vibrant practice that I loved and it was, it was becoming profitable and I never like, looked deep into the data. 2016 hits and one of the large insurance companies sent out every dentist in Massachusetts, a contract that was basically most, a lot of people just signed it because we hadn't, we never used to have to renew our contract.
I hadn't signed a contract since I opened, you know, it was like, 15, 18 years, they never used to make you resign. All of a sudden we get this big contract. And some of us were like, what is going on? And they basically were trying to force us all into a P P O, 30% pay cut kind of right up front is what it looked like.
So some of us got really nervous and started, we hired attorneys to review it and realized there was no way we could sign it. It opened my eyes and I really started digging into the numbers and I noticed that, oh boy, I wasn't taking an 8% discount anymore. We were down to like 17% and it was only going to go up.
So then when all this was happening, you saw, wow, you know, when you weren't paying attention, they were discounting your reimbursements more and more. And that was routine in the practices of insurance companies, and I was supposedly not in PPOs, well, they were acting like PPOs without calling themselves that really, so, well, a couple things happened.
I realized there was no real good place for dentists to communicate and we were also. Being told you couldn't communicate because you would be under collusion, so you're not allowed to talk about this stuff. So a group of, I formed a Facebook page, the Massachusetts dentist Facebook page, as a place for dentists to have to communicate.
We were, I hired an attorney to make sure that there was no collusion or anything that was said. They monitored my page so that we made sure we did everything correctly, legally, and at that same time, we didn't feel that our dental society spoke for us in this matter. They were kind of agreeing with the insurance company and going along with it.
So a group of us got together and over a. A matter of 4, 5, 6 months, we formed an alliance and we made it a nonprofit. Again, had attorneys to make sure we did everything right. And we became a, a force that went in front of the division of insurance and lobbied the legislature and we had our attorney's right.
An appeal to the Attorney General. So we did everything legally and it kind of got my, I got fired up for advocacy. I really did, and at the same time I realized that I couldn't sign that contract anymore. It was taking away all my rights as a dentist, and I felt like the rights of my patients, there was too much control from the insurance company.
So I started, I. Working with my office manager to really look at what it would mean to go out of network. And I talked to a lot of pediatric dentists around the country who had already done it many years before. And in other parts of our country, people never even took insurance. This was just normal what they did.
But up here in Massachusetts, and I know other states you, you went in network with insurance, so. I started really doing my research, as they say. I talked to a lot of people. I read books. I got on every Facebook page I could that would talk about this, and then I made a plan. In my office and I spent two and a half years educating my staff, making sure our customer service was elevated and we made a, a deadline that as July 1st, 2020, we'd be out of network with all insurance.
So I was getting out with the two insurances I was in and also with Medicaid. I had started being a Medicaid provider 15 years prior because I wanted to do the right thing. I wanted to help patients and I wanted especially to help my special needs patients. So I decided for me, I had to drop all at once because I didn't want any one group of people to feel that they were being discriminated again.
So to me it was easy to go all at once. Now I wasn't in 20 plans. If I was in 20 plans, I would've done it differently. So just coincidentally the drop date of my insurances. 'cause you had a plan, you had to give six months notice to one company. 90 days was right. In the beginning of the pandemic, so things got a little messed up in the process, but here I am three years later and I'll tell you what, no regrets.
No regrets. I love that. My practice is, we're not a truly fee for service practice. There's different terminologies. I call it an out-of-network practice because we still do all the work for our patients. We, the part of the customer service we give is to do all the insurance work. We file for them. We still look into things and we accept assignment of benefits on all the plans.
I always accepted assignment of benefits on. Like the MetLifes, the Cignas, the guardians that I was always outta network with. So we didn't change anything for those patients. The plans that won't do assignment of benefits in our state, our Delta Dental and Blue Cross Blue Shield. So now my patients have to receive that check.
And that was a big hurdle to overcome. But now that we've overcome it, it's really not as big of a deal as every dentist think it's going to be. It's not. You just have to plan and appropriately Train your staff and educate your patients. So, most dentists are a little bit afraid of doing this because they're afraid they'll lose all their patients.
So that means they're gonna lose out financially. And you know, many other reasons, but every dentist I talked to had told me, you are gonna lose patients. You are gonna be slower, but you're going to stay the same financially. And frankly, they're right. So it's a different mindset. It's taken me a couple years to accept, you know, my head and my heart coming together to realize that we are slower.
We do have less patience, but the profitability in the end is the same. And I'm a really, I've changed and I'm really data driven now. So we track everything in my office. 'cause I wanna know, And this is a big point. I, I started actually marketing. We hardly ever did marketing before, and now we put a lot more effort, energy, and money into actually marketing.
But where it used to be, so I told you in 2016, 17, I looked and we were probably at a 17% discount. It went up. By the time I dropped in 2020, we were over, like we were probably 21, 20 2% insurance fee discount. Now my dis my discounts or my write-offs or adjustments, better word to use instead of a discount.
But adjustments are one to 2% a month. So, so you can spend more on other things like marketing. Wow. That was a
Michael: fantastic though. It's fantastic how it all kind of, You created this whole movement, right? Especially when it came down to, to Massachusetts. You talk about making a plan and training your staff.
Can you kind of break down to us instructions wise, like what is the plan that you created?
Kristine: Well, the first thing I did, and this was on advice of one of my colleagues, he had me read a book by Simon Sinek called, start With Why, and I read that book and I found my why, and then I decided to educate. My staff on the why, because one thing that really surprised me was.
They were not on my page. They were like, no way. We can't do this to our patients. Mm-hmm. Everyone's gonna leave. I wouldn't pay more money to come for cleaning. They're used to, they were not on my side. And I thought for sure, because I, you know, I thought, well, I've led them in, in every other aspect of this.
They're just gonna say, okay, well you're the owner, you know, and that was not the case. That was a big surprise. But it was really good because it made me work harder. It made me work harder to train them. In addition to that book and then presenting my why, we did a full day staff meeting, slides and everything about the book.
I. About how I found the why for me, how I what it meant, and then teaching them to understand it. We also did a whole day staff meeting on customer service, and we used the Starbucks example. We read a couple books about Starbucks and we used their customer service model. We broke it down into dentistry.
And so, and my office manager, she was, she was really in charge of that presentation. She even went and gave that presentation at like dental courses and stuff because it was really good. So we spent time, I literally spent time and then we spent days role playing, role playing, role playing. I. By the end of all this, my team was bought in.
The ones who weren't kept it to themselves, and they came to me six months. A year later, they're like, oh my gosh, Dr. G, we thought you were crazy. Like, we're like, we thought you were gonna destroy your practice, and this is the best thing you ever did. They're happier. They like the, the pace. truthfully, the hardest, most difficult patients.
99% of them left. all the great patients stay. So my front desk will tell you that it's rare for them to have, they're not chasing people for money. They're not being argued with, they don't have like the people who give attitude. And unfortunately our world's a little crazy right now. All the crazy we see everywhere is in every dental office too.
Makes sense. Right? So that's true. So that's how, how we did it, we, we. I made sure I knew what was important to me and that my office manager was on the same page. I have a fabulous office manager, I have to say fabulous. And she and I work really closely together. And then the other dentist in my practice, one is my associate, but we're partners in a second practice.
I do have a second practice and she, you know, I made sure they all agreed and, you know, understood where I was coming from so that it was just, it was a lot of time and effort, but it's so worth it. Yeah,
Michael: no, a hundred percent. So you got your whole staff, first of all, I guess, to get on the right mindset, to understand your why, right?
Instead of being like, Hey, do this, do that, do this. We're changing it up, right? And then maybe they might have in front of you been like, okay, yeah, but behind your back they're like, what the heck is
Kristine: she doing? Right? They wouldn't be able to effectively communicate if they didn't believe it. So you have to have the staff around you that believes it.
And I think that scares some people too. They look, they're like, I don't know that this one, that one. And then finding staff right now, we all know it's a challenge. We're, we're living in a very different time right now, so it's under understandable to be worried about that. You actually though end up needing less employees when you go out of network and your fee for service because you have less patience.
You just do. It's rare that you don't, right? Rare that there's exceptions to every rule. Nothing is a hundred percent, but, I'm in a saturated area. When I opened my practice there, there were two pediatric dental practices within, five to 10 miles of me. They were there before me. Then maybe a year or two later, another one opened maybe 20 miles away, and in the last 10 to 15 years, four or five, six or seven, I can't remember how many have opened within 10 to 20 miles of me.
So we're saturated and I'm the only one out of network. So it's possible to do. But you have to make sure that you believe it, that you are good at customer service and that you are good at what you do. I, I have great pride in my practice and it's not all about me. I said, I have other people who work with me and for me, and they live my vibe and my dream, and I thank them for that every day.
That's, you know, I, it's clear to me that they are doing it the way that I dreamed and wanted without, they don't parrot me. But, you know, that's, mm-hmm. I don't know
Michael: if that you do. Yeah, no. You do what you want. Yeah. Yeah. And so you officially went out of network before the pandemic, right? Like
Kristine: literally like little July?
Well, we gave the notification, but the actual date was July 1st, 2020. So we just got back into our offices. We were out from, I. Mid-March until we started being back for emergencies mid-April and then we kept back to like back to normal business June. So we were only in our office a month normally, and it wasn't normal, it was anything but normal.
Mm-hmm. But seeing, you know, all kind the full schedule of patients, but all socially distance and all that. But we were only in the office for a month. And I will say that we kind of were so wrapped up in all these changes with the pandemic. I mean, we changed so much that we let. Go of all the planning and all the, the process of being on a network.
So when July came, it was a little bit of a nightmare. We had a tough month. It got better each month, but the, it was a little bit out of our hands. I mean, I look at it and I was like, we were in such chaos in the pandemic that the chaos of going outta network. I'm kind of glad it all happened at one. Yeah.
Yeah, that's
Michael: true. In that month, what was out of control at that time?
Kristine: I, we could have had better conversations with the families about being out of network. Mm-hmm. But we were also wrapped up in asking about the. You know, if anyone was sick, did they have a fever? Did we do this? Did they were calling from the car? I honestly, I can't find fault with us because it was such an unusual time and every dentist knows like crazy.
Yeah, yeah. You know, and especially in Massachusetts where a state that really believed that it was a dangerous virus and all that, we weren't running our, you know, People were scared up here. We had, we'd lost a lot of people early on in the pandemic, so people were
Michael: scared. Yeah. Yeah. A hundred percent. I agree.
Now you mentioned to get your team involved, right? Let them know your why. Things like that. Does that involve just like, all right, we're gonna do a team meeting, 45 minutes. Let me show you this thing. All right. Everybody's on board. Cool. Let's get, let's hit the ground. Or how, how often the consistency
Kristine: I would say every couple of months we had full day staff meetings or half day staff meetings, and we talked about it at morning huddle all the time. And no, it was, it was intense and it would've continued to be intense had the pandemic not happened. You can't just have, you can't just talk about it in two minutes.
We did role playing, months of role playing. I still actually break out into role playing I still check in. It's three years later and I notice some things might've slipped a little 'cause we've kind of gotten comfortable.
So I check in with the staff and if I'm like, well, we could be saying it this way. We have a quick meeting and we talk about it. And we role, role play a little bit because, again, Well, that's one thing I learned. This is off topic, but you can't just sit back. you have to have your finger on the pulse of your practice.
And I will tell you that even from a distance, 'cause I've been a little distant from my practice the last six months, but even from a distance, I keep my finger on the pulse. Even if I'm not physically there, I am working behind the scenes and I'm diving into the data and I talk to my office manager every day and I check in.
So that's really important for practice owners to remember. Micromanaging is one thing you don't have to do that. I've been guilty of it, especially in the last three years. I did a little bit too much of that, but again, we all were thrown up. You know, we didn't know what was going on, but I do think you have to know what's going on and I do believe you should look at your data.
Michael: Yeah. So you're the one who always, how often, what data, what data are you looking at specifically? Like I know like, okay, yeah, let's look at production collection and things like that. But when it comes to specifically what are you keeping your finger on the trigger, what are you like saying, okay, office manager completely trust you So where does that
Kristine: fall? right now we're really, because we went out of network, we are really good at tracking new patient calls where they were referred from. If it's multiple places, knowing where, how many of those calls convert to an actual visit, what the people who don't convert, why they didn't.
Was it because we're out of network with their, their insurance? And that's. Pretty much what it would be. So we track all that and I'd get a, a report on new patients every single month. We also implemented a few new things that we are doing to try to increase our new patients, and we track if we're seeing a benefit and we've found some interesting things.
So it's all about the new patients. in, in the new patients we track, where these referrals come from. So are they coming from families that are already our patients? Are they the siblings of the existing kids? Are they coming from the pediatrician, from other dentists, from Google, from Facebook?
Where are they coming from? And then we really have been looking to see where our resources should be going for when we market to these things. Because before it was kind of willy-nilly marketing, but now we're looking, so we're tracking the data to see where our marketing. Efforts are paying off and where we should invest more, where we should invest less.
I, of course, the financials, I look at the production, the adjustments, all of those things. You know, they like to say KPIs, key performance indicators. I couldn't even list what all those are. I know what I wanna know in my practice. those are the main things that pop into my head right now.
Michael: Okay. Okay. And do you have like a software for that mainly,
Kristine: or, I'm using Dentrix currently. I've been using it since I opened. Every program has flaws and I'm looking to go to the cloud, but that's another project. So Dentrix, we, we spend a lot of time and effort making sure that the information going into Dentrix.
Was correct so that the report's coming out because there's flaws in reporting in almost anything. So if you don't have good data going in, you're not gonna, you're gonna get flawed data coming out and a lot of practices suffer from that. And we have checks and balances. I have two different, three different women who have different tasks, and they are the ones who will draw the data.
They and I have monthly meetings now. I get reports on everything. and we meet and they tell me what I need to know so that I'll stay on top of it. 'cause it's easy to just like not think about it. Mm-hmm. I also, another thing, having my finger on the pulse of things, I even now have a clinical meeting every month where they have to report in.
What's going on with equipment? Are there any equipment, breakages, what do we need? You know, any of the issues there. I need to know what, make sure they're on all the same schedules for, making sure the autoclaves are clean and all these things. We are very systems oriented, so we have tasks, charts, and check boxes for everything, because if you don't have a system in place, Things don't go the way they're supposed to.
And that's like, you know, now I think dentists are better at starting their practices that way. Back when I didn't even have a computer when I started, you know, it, it, and then eventually I got a computer. I used to do all my billing by hand. Mm-hmm. Set. I wrote out insurance forms and sent them off. I mean, it was so different.
Really different than today. We didn't have the technology, they didn't have digital x-rays, you didn't have digital charting, none of that. Mm-hmm. So it is a little bit different, but I think the quality of your data going in is so important to get quality reports coming out. And then my office manager's really good at, she set up a lot of spreadsheets that do the calculations and everything.
So you are able to do it on your own. You don't need to hire companies, but if you're not good at that, then they do have companies out there. Yeah. To get
Michael: the right, right. Data. Interesting. And. You mentioned marketing. What right now is working where you're like, this moves the needle and other stuff where you're like, no, let's, let's drop it or invest less into that.
Kristine: So interestingly, back in the day, the things that were the number one referral sources for pediatric practices. Now I can't speak to general at all. This is all pediatric, where you wanted to have a presence in the schools, the pediatricians, things like that. The schools are a little bit less important, it turns out.
So you don't need as much of a presence 'cause people don't really care about hearing from the school anymore or the fact that you visited, which, you know, it's kind of sad, but it's true. Really online presence and I'm not talking about your Facebook posts, that's not what builds a practice. I don't care what anyone says, you have to do it, but it's really you being talked about in.
Town groups, mommy groups, and then your Google presence, your s e o placement and all of that.
Michael: Okay. And reviews. Are you doing,
Kristine: reviews are huge. I should have said that. Yeah. Having good reviews I think are really important. 'cause nobody will pick their dentist now if they haven't checked out their reviews.
So if you have strong reviews, I don't have an exorbitant amount, maybe little under 500, but the majority of them are five star and they're all authentic. we do ask people to give them to us when they leave and you know, only a small percentage do, but. Still
Michael: that's stoke really, really good.
Yeah. Like yeah. I thought you were gonna say, oh, I only have a little under like, you know, 50, but five hundred's. Fantastic.
Kristine: You know what I mean? Yeah. I'd like to get to a thousand. Who doesn't want a thousand?
Michael: Yeah, no, that's really, really good. Okay, that's interesting. And so I have a question when it comes to now, ' cause this happens sometimes, Christine, where you've probably heard of it and it is in your Facebook group, I'm sure.
Like where it's um, They are a startup, they're about to open, but they want to go a hundred percent fee for or out of network or fee for service right now From the beginning. Sometimes, I mean, we've been on some interviews where they're like, Hey, I'm, I'm gonna take on insurance 'cause I can't make it.
And then sometimes they're like, I'm gonna fight through it. I don't care. where's the balance here in your opinion? Like what, where's the good mindset?
Kristine: So I think the balance is you need to know where you're opening, right? So all of my friends in the south, they never took insurance.
So if you're opening in North Carolina, you don't need to take insurance. You'd be crazy to take insurance right from the start. Yeah, take it, help with it. But don't be in network. North Carolina, South Carolina, all you know. I would say know your geography, so know what's going on, and then talk to the area practices, the dental community, we should be helping each other. Not, we're competition, but, we don't have to be competition in that way. As a matter of fact, I, my office manager has gone into a woman's practice near me who opened up right near me in the town. That was my main draw, and we tried to help her with running reports and looking at the financial data.
'cause she just wasn't doing it. I don't know if she is now or not, but I'm like, why not help others? It, it's, Silly to not, right? Mm-hmm. You come on a podcast like this and, and share, you know, I opened, I told you I had the Massachusetts dentist page. I also run the fee for service pediatric dentistry page.
I opened that. It's all about sharing and helping. So go ahead and call the dentist around you. Too many of 'em are trying to hide all the time, and like most of them didn't. No one called me and said, I'm opening a practice near you. when I opened, I went to the two practices around me, met with them and told them what I was doing, and they gave me great advice.
Nowadays, people just open and they hide it from you. I don't think that's a good idea. Go talk to the dentist around you. Ask for advice. Find out who's in network and who's not. If no one's in network, you'd be crazy to go and network you. You have the patients are, know what that's like. So I think that's the most important thing, You need to be educated in what it all means. And here's the other thing. New dentists often have no clue about insurance at all. I didn't. Mm-hmm. You know, I didn't, and I'm still learning. There's so much, I don't know. 'cause I never took all these lower end plans. I call it a lower end plan, but lower reimbursing, pain in the neck, p p o plans.
But I look at it like, why would you ever wanna work for 50% of your charge? No one goes to work and gets. Discounted. So And if you wanna give to me the best care with the best materials that you could afford, all that you need to be reimbursed. 'cause another really important point is being busy is not being profitable, right?
Mm-hmm. Profitability and busyness are two separate things, and that I. I wanna jump back. Remember when you asked what I checked the data? Mm-hmm. Profitability is so important and it often gets overlooked. People look at their production, what's my production? What's my collection? But where's your profitability?
What's your overhead? How, you know, that's what's really important. that's true. And then, and back to choosing insurances. the point I'm at today, I like it this way, So I'm happy I did it, and if you can open without ever starting to take these low paying insurances or insurances, that really, it's not only about the reimbursement, that's a big part of it, because that's how we run our businesses.
But it's about, Basically the control the doctor, patient, patient relationship gets interfered with. If an insurance company's in charge and can say when a patient come to you, what services they can have, all those things. So better off not being controlled by a third party administrator.
Michael: You're technically, I guess like they're the leaders, right? Kind of thing. They're the managers and they're telling you like, what, 'cause the patient's gonna do it, right? Like whatever my insurance covers kind of thing. And then, They get, they get boggled down with that. But that's interesting.
Okay. Because yeah, like I told you, there's sometimes where people, they're like, man, Michael, I'm gonna have to take, I, I'm doing everything I'm gonna, but I never thought about asking them like, well, why'd you pick where you're at? Right. Like Beverly Hills, why are you in Beverly Hills right now where everybody else is taking on, like Delta Dental right.
Kind of thing. starting off, it's hard for them to just fully be. I love you. You know what I mean?
Kristine: Right. 'cause you have to build a reputation. And I will say, so, you know, I had a 20 year reputation, before I went out of network. So I admire the people who start that way. But just now knowing what I know, like I said, so many of my colleagues started that way.
It's just, you just have to know what you're doing and how to talk about it and how to explain it, and your staff has to know, so,
Michael: yeah. Interesting. And one of the last questions I wanna ask you, Christine, is throughout the process, let's talk about from the moment you decided to own a practice till today, what's been some of the biggest struggles or pitfalls that you've experienced?
Kristine: Hmm. you know, I can barely remember way back when because it was such a frenzy as we talked about being a young mother or wife, and then owning my own practices. So I think the biggest pitfall people don't understand is the emotional toll it can take because you feel very responsible to your patients and to running this business and to your family because you, you're trying to make money as.
to support your yourself and your family. So it can be emotionally draining. And when you work with the public, and in our case it's the parents, because the kids, you know, they can. Scream and cry or whatever. You never blame a child. You understand behavior. You, your goal is to try to make it as good as possible, but people can be cruel.
Their parents. So you, I think growing a thick skin is really, really hard. And we take things on so personally because we're providing care. It's what we're doing, we're giving all day long. So, that's a struggle to learn how to, you know, deal with the public You're just, you're opening yourself up to it because it gets, if you get attacked verbally or nowadays, these reviews that people leave for you, we didn't have that back when I started.
you take it personally because we all, you know, our practices are our babies, really. And even if you're an associate, you would take it personally if someone said something negative about you because they can go right. Other struggles are time management because it's hard to do it all right.
You, you have to find a way to prioritize and then realize that your practice isn't the most important thing in your life. It never can be. It's important because it's your livelihood and you wanna take care of other people, but, you have to put your family and yourself first. Yeah.
Michael: When did you, how did you realize that,
Kristine: My mother has always had always said about me that she would call me Chrissy.
You know, Chrissy, you really work hard, but you're not a play hard too. I think I just always, you know, I don't know how, but I'm kind of blessed with Emma. Positive, optimistic person. But I'm a realist too. I'm not, I'm not like living in some naive world. But, so I think I was really kind of just lucky and I'm, I am an extrovert most of the time.
I like my alone time, but I like to be around other people. So I think for me, I never really had a realize it. It just was what I did. I always surrounded myself by a lot of people, friends, family. I just always did. Part of why I think I was good at being a practice owner and a pediatric dentist, 'cause I really like people.
I'm not the person who says they like dogs better than humans. I like humans better. I love dogs, don't get me wrong, but I call myself a humanist. So,
Michael: yeah. So was there a moment where you started realizing you're going away from that and you started just owning just all about the practice all the time or?
Kristine: No, I never made it all about the practice all the time. Mm-hmm. That's my point. I guess I just never did that. I've worked really hard, but I always, three days in the office, four days with my kids, so I was like a stay-at-home mom. But yeah, when they went to bed, I stayed up late and would be at my dining room table doing the ledgers.
But it's just the process. I look at it as like the process and the way life, you know, is, and I here's a big thing. Ask for help. That would be what I would say. I always ask for help. I was never afraid to, I'm not afraid to ask other people for things because I know I would do it for them.
So many people think they have to do everything on their own, that it makes them weak if they ask for help. So if you're a young practice owner, get a few mentors. Go online now we have Facebook. It's so, you know, for as much as we hate social media, there are some benefits. You have, thousands of people who've done this before, sharing their knowledge with you, listen to 'em because they've been there, you know?
So yeah, I, don't know if I answered your question. No, that's, yeah.
Michael: Yeah. I love that. And then real quick, for the emotional draining part, Where it feels like we gotta grow thick skin, but still be super loving to the, parents, the children. But even then, when you are, sometimes you're like, we, you were just in my office and you left me this review.
How come you didn't tell me that in person or or even just emotionally draining in general, what advice do you have for that?
Kristine: it took me probably 10 years to realize that I just needed to get away. I always liked to get away, but I didn't do a lot of that. You know, you don't have the money.
You have young kids, you have the practice. Around 10 years in, I'm also an empath and I used to take on every problem of my staff. Hmm. You know, members, I, I would feel their pain and I realized that it was sucking me dry. 'cause I was always feeling everybody else's pain and worrying about their problems.
So I got really good at what I call compartmentalizing and putting it where it belonged. I could listen to it, I could feel it. I could understand it, but I had to let it go. I'm not exactly sure, you know, everyone has their own method to do that. But I started just making sure we got away as a family. We went on vacations and I, didn't communicate with the office very much, if at all.
Sometimes there was some communication and I always regretted it. I could tell you and So getting away, making time for yourself, and I did a lot of, you know, the catchphrase, self-care, but I early on started doing that even when I couldn't technically afford it and things like I would get, I.
Massages. to the point I was doing weekly for many years, but, or at least every other week because it relaxed me, but it also did help with all the neck and shoulder pain from being a dentist and it, the relaxation. I would do girls weekends away and leave my kids and my husband because, Again, I needed to recharge with other things that were just fun, right?
So I think that's really important is to take care of yourself. And I do think everybody, male, female, should I. Talk. So if you don't, aren't comfortable talking to your loved ones or your family, or you need outside, you should get therapy. I think that everyone could use therapy at some point in their life.
I tend to talk so much. I'd be in a therapist all the time, except I talk out loud to all my friends. So, No, but I do think that's really important for, that goes back to what I said about relying on other people. So many people think they have to be in charge. They can do it all, and they shouldn't have help.
I really believe you need help, and I think you need it emotionally. You need it in so many ways. So you just have to find people you trust and can rely on a little bit. We're not islands alone here. We are in communities. So to me, that's the biggest piece of advice I could give. And then, Not to be trite, but really focus on the good in your life and focus on what you do have, not what you don't.
And that goes a long way, you know, telling your blessings as they say.
Michael: Mm-hmm. Wonderful. Christine, thank you so much for being with us. It's been a pleasure. But before we say goodbye, can you tell our listeners where they can find you?
Kristine: Oh, sure. Well I didn't mention this and it's, I hope it's okay. Just recently I did open a consulting company with another dentist and her office administrator, and we're calling it Shero Dental Advisors.
So if anyone wants to talk to us about some of this stuff I talked about going out of network and fee for service, please visit us at. Www shero dental advisors.com. Although the website's really still under construction, but you can email us at info@sherodentaladvisors.com and shero is SS H E R o or you can Facebook message me.
I'm Christine, love Peace on Facebook. Many pediatric dentists might know that My website is www.sscdsmiles.com. So there you go.
Michael: Awesome. So guys, that's all gonna be in the show notes below, so definitely reach out. And Christine, thank you so much for being with us. It's been a pleasure and we'll hear from you soon.
Kristine: Thanks so much for having me. I enjoyed it.
Are you looking to hit the ground running with powerful ground marketing strategies? Well look no further! Our ground marketing course offers a range of actionable steps utilizing local restaurants, gyms, corporate locations, and small businesses in your area! With step-by-step scripts, foolproof plans, and real-time video demonstrations, you'll master the art of effectively engaging with your local community to attract new patients effortlessly. Click this link to begin your transformative journey with our Ground Marketing Course now! https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Hey guys, welcome to this week's Monday Morning Marketing episode! Join us as we sit down with the brilliant Dr. Andrew Vallo to dive into the world of startups and the pivotal role of cultivating an abundance mindset. In this conversation, we explore why you may be searching too hard for the "right" type of patient, when patients in general are what you need. Dr. Vallo sheds light on the strategic importance of patient reviews in propelling you forward and advocates for the integration of shiny offers in your ads like free whitening or raffles. From the diversity of marketing on different social platforms to the art of optimization, Dr. Vallo offers actionable steps that will redefine your startup's marketing playbook.
To dive more into startups and the best practices for a successful future, listen in to my conversation with Dr. Andrew Vallo!
You can reach out to Dr. Andrew Vallo here:
Instagram: https://www.instagram.com/dr.andrewvallo
Facebook: https://www.facebook.com/TheDentalBoutiqueWestchase
Facebook: https://www.facebook.com/BestValueDentures
Website: https://www.westchasedentalboutique.com/
Website: https://www.bestvaluedentures.com/
Email: docvallodds@gmail.com
Other Mentions and Links:
Itero
Swell
Opalescence Go Mini Kits
Dr. Chris Phelps
Facebook Ads
Google Ads
Invisalign
Canva
Dental Unfiltered Podcast
For more helpful tips, strategies, ideas, and marketing advice:
Instagram: https://www.instagram.com/thedentalmarketer/
The Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Andrew: Hey, Andrew. So
Michael: talk to us about your startup. What advice, suggestions, or methods can you give us that will
Andrew: actually help us with our startup? Hey, Michael. Yeah, I'm a big fan of startups and so we were just talking about, I'm really excited to share some of the stuff that's worked well for me.
So, you know, just quick background. I've done two startups. I'm actually preparing to open two more simultaneously here. Uh, within the next month or two we're, we're hoping to open. So, uh, it's not my first rodeo with it. I've, definitely learned some things along the way and some things the hard way.
I would say the biggest thing for me, my biggest advice to the listeners as far as what can you do to help your startup grow as quickly as possible? Is to have an abundance mindset and to lower barriers for new patients. if you get on these Facebook groups and read a lot of these posts and you see docs that are saying, oh, you know, we don't offer specials, we don't offer free whitening.
I don't wanna offer dental membership plans 'cause I don't wanna discount my services. Fee for service is the only way to go. Uh, you can't make money with, with dental insurance. I mean, you, you see all this stuff throughout the groups. my response to that is, There's a time and a place for everything.
if you have an established practice that's been around for years, you've got a recall system that's, you know, hygiene's booked out for months, doctor's schedules booked out. You know, those are the times to be picky. Those are the times to look at, where am I not making money?
Or where am I, losing money? Where I can be making money? and that's maybe the time to start looking at maybe putting some barriers up. If you're a startup and you have zero patients and you have nothing filled on the hygiene schedule, nothing filled on the doctor's schedule. You don't wanna put barriers up for patients.
you want to be as readily available for people to come in the door as possible. And when I say that, you know, I don't necessarily mean be open seven days a week 'cause I know that there's some startups that do that. all my startups start at three days a week. As soon as we get busy we, we had a fourth day.
We've got a little bit of extended hours. We do like one evening a week, one early morning a week. So I think those are nice for patients. I don't really ever go in on the weekends. 99% of the time it's not a true emergency and the patient can wait until we're open the next week. So you know, when I say be available, I don't mean in that sense, but I mean, don't create barriers by.
Not offering specials, not accepting insurance, trying to go fee for service off the bat. You know, trying to be super selective with the type of patients that you're bringing in the door. 'cause when you're first opening a startup, if you want to grow quickly, you need people and, you know, may, maybe they're not the right long-term patient.
That's, That's everything I hear too. 'cause you know, I run a lot of ads for like free whitening for new patients and you know, we used to run a lot of $98 special ads. I'll be doing those at the new startups as well. I always hear people say, like, don't those bring in the wrong kinds of patients?
When you're a startup, there's no wrong kind of patients. They're all the right kind of patients because, they're patients they're people. They're keeping you busy. They're, They're adding production to your schedule. and as the practice grows, maybe they won't be long-term patients.
Maybe they won't stick around. Maybe they're looking for the best deal and they'll go to another office later. But for the time being, they helped you grow. They served the purpose, and if, you gave them a great experience. Then, you know, hopefully they're gonna refer other people who maybe are better fits for your practice as well.
So I, I think that's probably my biggest piece of advice. kind of going off of that is getting Google reviews. Google Reviews is like the best type of free marketing that's out there. When I say free, like I guess maybe you pay for the review software. I recommend it. I, I use Swell.
I know there's different softwares, different people like, but I mean, it's like 149 bucks a month. That's basically all, all we pay for the Google reviews. And then, We just try to provide a five star experience. We, you know, ask for reviews. We have a whole system. I actually did a podcast episode all about Google reviews, where I dive in exactly how we go step by step to get all these reviews.
But my flagship office, we got 1500 Google reviews in our first two years. So that's been a huge part of our growth as well.
MMM Andrew Vallo (Startups) DRAFT-cm: Nice
Michael: man. So if we rewind a little bit. You mentioned when you're fully booked out, that's the time to make the barriers, right?
So a lot of the times we, I hear a lot of things, Andrew, sometimes people are like, you gotta start making your brand E right now, what you say no to. So make sure, you know, start off fee for service. 'cause eventually, and then I hear the opposite too, like what you're saying, right? Like, nah man, like you gotta be open and then I like your.
concept of where, be open, accept things, and then start making your berries and see what you don't like. And do, like, for example, the free whitening right, that you mentioned. How do you make that work? Like is it bleach trays or what do you do?
Andrew: so we do the opalescent go, um, like mini kits.
It costs about $20 per kit. So basically ev every new patient that comes in, they have to get a comp exam, X-rays, dental cleaning. if they get all those things, they get a free whitening kit that costs us about $20. and we're still doing that. So even, you know, we've been open over two years.
You know, this year we're on track to do like 2.75 million. we're a big practice. We're growing. We've got three full-time hygienists, hygiene recalls finally starting to kind of book out a little bit. but we still offer that as a gift to new patients. I, I think it's, it's nice to give patients a gift.
I think whitening is something that most people want. I. what we did is, you know, as the office got busier instead of getting rid of the free whitening, which has worked so well for us and is very easy to advertise, we just raised the price of our new patient special. we used to do a new patient special that included x-rays, comp exam, cleaning, and the free whitening for $98.
At that point in time, it was, pretty much a loss leader. When you think about payroll the cost of the whitening I, I use a call center, they're great, but I mean, it's $40 for every new patient that actually shows up for an appointment. So if that patient called to book the appointment, $40, they did the whitening, $20 whatever you're paying your hygienist, you add all that stuff up, I probably spent more than $98 for that patient to come in the door.
So at that point in time, it was a lost leader. But you know, the way that you're profitable is by that patient actually doing treatment, coming back for other appointments, signing up for your membership plan leaving Google reviews, what, whatever it might be, referring patients. at this point in time, we've gotten rid of our $98 special at the flagship office.
'cause that one's grown so much. we almost doubled it. And, you know, this was at the uh, advice of Dr. Chris Phelps, but, you know, I had talked to him about kind of where I was at and he said, you know, at this point in time I, think you need to increase the new patient special.
So we did. So our new patient specialist now, $188 instead of 98.
Michael: Okay. And you haven't seen any dipped 'cause of the increase or No, it's
Andrew: still the same. mean, I would say it dipped, but at the same time, we don't need as many new patients. So, you know, for a while we were seeing 250 new patients a month.
that's that point where I'm saying, Hey, barriers were as low as possible, free consultations, $98 specials, free whitening tons of ad dollars. I mean, I, I would spend up to like 20 grand a month in ad spend to get 250 new patients a month. So we were spending a lot of money to do that.
We were also, you know, a new startup practice that had months where we were doing well over $200,000 a month. So at that point in time it, it made sense to do it. at this point we only need about a hundred new patients a month to continue to grow at the pace that we're at because of our established patient base.
So I was able to cut our marketing budget down significantly, and we increased the cost of the new patient special. So we are attracting a different type of patient at this point in time. but if, I still needed 250 new patients or if things change and all of a sudden I, I needed more new patients, I would be happy to go back to that $98 special uh, to fill the schedule if we needed to.
Michael: So, real quick, how many startups do you, or how many practices do you have
Andrew: right now? two active they've both been open two years, a little bit over two years. And then I've got two more that we're simultaneously getting ready to open here in the, in the next month or two. Gotcha. And
Michael: you're doing the same type of content, like the free whitening, all that stuff in
Andrew: those I.
So I, I've got like a general dentistry brand dental boutique brand, and then I've got a dental implant brand, which is best valued dentures and implants. So they're like two totally different models. You know, obviously for patients that need dental implants, the whitenings not really a, a gimmick, so we offer free consultations, free C B C T.
We actually offer a best price guarantee. So if someone brings in uh, pricing for implants in the area, that's better, you know, we'll beat it. and we do offer, we run specials sometimes, like I'll do like $500 in implant credit if you come in for a free consultation during this time period.
And then, you know, there's stipulations. It has to be, you know, so many dollars in implant services in order to spend that $500 credit and things like that. But you need something like, like a shiny toaster in the advertise. You need something that's gonna catch the attention. That's gonna get people to actually take action to, you know, to click on that button.
And most of our advertising has been Facebook. we do a lot of Facebook Messenger ads. That's been by far the best. R o i, those ads work the best. When you do have something that you're giving, like the free whitening or the $500 in implant credit or whatever it is, we do some Google ads.
Google ads are great too. It's just it's different. the cost per new patient acquisition on Google is much higher than Facebook. but you can run different types of ads. You know, you don't have to necessarily do the specials as much with Google as you do for Facebook. So it's just, it's two totally different things.
Um, and then even I use like Instagram for like our Invisalign parties, so we do those like once every six months and, we'll sometimes close 15 to 20 cases in one afternoon of Invisalign from these Invisalign parties. and I just have found that Instagram seemed to be the best avenue for that.
So we, we advertise on different mediums for different purposes, for different offices, but yeah. What's
Michael: an Instagram party like? Break that down for me. How do you run that? The
Andrew: Invisalign parties? Yeah. Invisalign party. Yeah. basically we hype it up like it's a big event. We have like champagne and mimosas and all that.
It's free Invisalign consultation, free panoramic, X-ray, free iTero scan. And then the big way that we're bringing people in is that I actually give away a free Invisalign case every time we have a party. So basically I, you know, we attract people, we say, Hey, come to the party, have a chance to win free Invisalign treatment.
Um, and then everyone who doesn't win the Invisalign treatment gets a draw from the raffle. Um, and if they don't win that, then they're winning, like discounts on Invisalign and things like that. So we're like, Hey, you're here. You wanna do Invisalign? You just won $1,500 off Invisalign.
You wanna get started? That type of a thing. And so, it's all a, a volume game, a numbers game. So like I will typically schedule over a hundred. Invisalign consulta and we'll actually schedule 'em like real appointments. We don't just say, Hey, come between this time and this time.
Like we set them up as consultations, we'll be open like six to seven hours that day. Um, and we'll just run all of our treatment rooms. I got all hands on deck. A lot of times I'll even hire like a temp or two to help us out. We've got, you know, two or three iTeros running back and forth. but we schedule over a hundred people.
We typically have like 50 to 60 show up. 'cause even when you offer free Invisalign, people just don't show up for stuff. And then from those 50 to 60 people, you know, we've been typically closing 15 to 20 cases. So, you know, for giving away one case, some advertising dollars, payroll.
but typically our, our best day of the year is when we do these Invisalign parties as far as production goes. So how do you market
Michael: the Invisalign party? So you say you decided you want to do all this stuff now, how do you get that people to
Andrew: come on in? Yeah, so, uh, basically I, I use Canva for a lot of my advertisements, so, I, I do some of my own ads.
I, I use marketing company, they do some of their own ads, so it's a little bit I'm probably more hands-on client that I like to do some stuff myself too. Um, but like I get on Canva, I make just this quick little ad. It's usually got like, just a picture of like someone holding an Invisalign tray or something like that.
And then it says like, whatever, second annual, third annual Invisalign party chance to win free Invisalign treatment. And then it says like, all the stuff about the event. It has like the date, the, you know, the time. And then we usually put some kind of, you know, scarcity thing on there where it's like, Hey, we only have 15 guest spots left or something like that, hurry and sign up now. It's free to sign up or whatever. So we just, you know, I make like a little template, post it on Instagram and then I'll, I'll do like an Instagram, like boost post thing. I'll usually start advertising the misalign party about six weeks before.
we're doing one in late October, so pretty soon here. We'll start getting ads up for that. Start filling the schedule for it. Nice. I
Michael: like this man. So you, have you ever gotten, so when you offer free whitening and things like that, have you ever gotten people who come on in and they're like, oh, I thought this was free.
I have to do an exam and X-ray and nevermind, right. Kind of thing,
Andrew: or No. I mean, once in a while you know, at that point in time they've heard from either the call center or you know, the agent that's booking them on Facebook or whatever it is, they've talked to somebody who's explained to them, Hey, Are you planning to use insurance?
No. We've got these options. You know, right now it's $188 new patient special, or. We've got our dental membership program. It's only a dollar a day 365 per the year, and it covers you for the full year of services like cleanings, x-rays, exams, emergency visits you get discounts on treatment, things like that.
So, if someone comes in and they say, oh, I thought everything was free. They just really weren't listening, or, you know, they were trying to pull fast one or whatever it is. Over like two years of doing this free whitening, maybe a handful of times. It's like people have come in and gotten mad about it.
And then there's other times where, you know, people come in and that's like literally all they want. they don't care about anything that we find they don't want to come back for any other treatment. They just want their free whitening and, and that's it. so again, you know, to people's points, is it a perfect system?
No. But does it bring in a lot of new patients for, Pretty reasonable. R o i. Yeah, it absolutely does. So, yeah.
Michael: Yeah. And so when I ground market, that's one of the main things we utilize the free whitening. some people kind of always combat that, where they're like, well, we, to me, I'm like, you're focusing too much on that one person compared to all the other,
Andrew: you know what I mean?
People that you're bringing in. So, I like it. I talk to my team about that all the time. So, you know, I feel like if any system you do, It's never gonna have a hundred percent success. There's, There's always gonna be, you know, certain instances where something doesn't work out that way. and I think people get too hung up on those outliers, you know, like, hey if we did this free whitening, and like every other patient who came in was like, thrown a fit because they thought it was in office whitening, or, you know, they just basically came in, got the whitening left, never came back, never referred anybody.
At that point in time, it's probably not a good system, but if 90% of the time they're coming in, they're actually, you know, being a good patient, joining our practice, sticking around, doing treatment those 10% of the time it's, not worth getting hung up on that,
Michael: Awesome. Andrew, I appreciate your time and if anyone has further questions, you can definitely find 'em on the Dental Market Society Facebook group, or where can they reach out to you
Andrew: directly? Yeah. So you can find me on Facebook, Instagram, and Dr. Andrew Vallow. feel free to send me an email, doc vallow dds@gmail.com.
And I am actually, we are releasing my own podcast here in just a week or two. It's called Dental Unfiltered, so feel free to check that out as well.
Michael: Nice. Well guys, that's all gonna be in the show notes below. Definitely check out his podcast. Much more information In that podcast, you gonna be talking about
Andrew: the reviews.
Oh yeah. Yeah. So we've recorded the first three episodes. The first one is just all about my story, you know, zero to four startups in just over two years. Second episode is all about how I got 1500 Google reviews in two years. And the third episode is all about our Invisalign party and exactly like step-by-step, how we do that stuff.
So Nice.
Michael: Okay. Yeah, so we look forward to that, man. Awesome. So Andrew, thank you so much for being with me on this Monday morning marketing episode. Thanks, Michael.
Today we're going to introduce a game changer in the dental practice management software world...
This is an innovative, all-in-one, cloud-based practice management software, and it offers an array of powerful features that are custom built for dentists by dentists ready to revolutionize the way you work.
If you are a start-up and decide to sign up with Oryx, they will NOT charge you a single dime, until you reached 200 active patients!
They are partnering up with all startup practice owners and making sure you succeed, fast!
Click this link to schedule a FREE personalized demo and to see more on their exclusive deal!
Guest: Dannica BrennanPractice Name: FlossologieCheck out Dannica's Media:Website: https://www.flossologie.com/
Flossologie Instagram: https://www.instagram.com/flossologie/
Dannica Instagram: https://www.instagram.com/drdannica/
Other Mentions and Links:HPSP Scholarship
MacDill Air Force Base
360 Aroma
Ocean Eyes
Cerec
Dentagraphics
Working Women of Tampa Bay Facebook Group
West Coast Swing Dance
Deep Work - Cal Newport
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- You CAN open up full fee for service, just don't expect potential patients to come in without good marketing.
- Try a scented AC diffuser to add a non-dental scent to your office that patients will love!
- Take the time to research your demographics and form a customer avatar to find your perfect patients.
- With influencer marketing, targeting accounts with 5-15k followers can be more beneficial than the larger influencers!
- When the patient sits down, tell them exactly what is owed for the day so it's not looming in their mind.
- Be sure to start building your social media before your open your practice to get momentum.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: Alright, it's time to talk with our featured guest, Dr. Danica Brennan. Danica, how's it going? Good, how
Dannica: are you?
Michael: I'm doing pretty good. Thanks for asking. If you don't mind me asking, where are you located?
Dannica: I'm in Tampa,
Michael: Florida. Oh my gosh. Blue water's out there.
Dannica: Yeah. Yeah, it's really nice. Super blue.
Been kind of hot actually, so it's been
Michael: nice. What is hot out there?
Dannica: It's been like the eighties. Oh yeah. Yeah. High eighties. It's real sunny, so Yeah, it is hot. Yeah.
Michael: Especially for right now. What's, what's it like in winter?
Dannica: I guess it depends what time of winter. I think the cold it'll dip down to like the thirties sometimes.
Very rarely but average in the winter's, like fifties and sixties, maybe in the seventies if it's sunny,
Michael: so. Okay. Interesting, Interesting. Awesome. Danica, so if you can tell us a little bit about your past, your present. How'd you get to where you are today?
Dannica: So, uh, see, I'm from Montana originally, and then um, I swam in college, kind of moved around a couple different colleges.
Ended up in Las Vegas where I went to dental school. And then I joined the Air Force. So I got the H P S P program scholarship. And so I did my one year A E G D residency with them at Nellis in Las Vegas, and then moved out here with my husband to Tampa and he was stationed here at McDill Air Force Base for about three and a half years.
And then um, separated, back in December of 2021 and then opened up my own office.
Michael: So, Outta the Air Force in 2021? Yes. Uh, okay. Okay. So rewind a little bit. When was the moment or the time where you decided I wanna do my own practice?
Dannica: Don't get me wrong, I loved being a dentist in the military, but um, when Covid kind of hit, it was.
Not so great it was just a lot of like show face, like, hey, we're still part of the mission and everybody has to show up and be around each other. And keep in mind our flight, which is like the whole dental group was like a hundred and some people cramm in like one office. And so they just wanted us all there just in case.
People deployed, which only needs one dentist, not 12. And it was very like, very unorganized and very not patient centered. And I am very like, let's have the patient have a good experience and make things make sense and organized and they just, We're not about that.
And so I was like, you know, I initially thought I was gonna buy an office 'cause I had listened to another podcast that kind of got me like, wow, other, if other people can own their own offices, I can do it too. And so I initially thought about buying an office. I went through all the due diligence processes and then just decided it just wasn't what I wanted.
And so, I decided to do a startup.
Michael: Gotcha. Where was it where you hit a lot of road bumps in the acquisition process?
Dannica: It really wasn't road bumps. It was more so I just didn't like the offices. If you've seen my office, it's very unlike any other office, and that's kind of what I had envisioned from the beginning.
And I finally just realized I would have to put so much money and time and effort into changing everything. No matter what I bought, I might as well just do it from the beginning to the way.
Michael: Gotcha. Got. So what is your office like?
Dannica: Well, so it's called ology and we have, so a couple like cool things about it.
We're right on the water, which like a little manmade lake. So all my operatories have this big, gorgeous window that looks out into the lake with like gators and turtles my mom was my interior designer, so it's very Uh, how would you say, I guess, mid-century modern, unique, and then the really cool part Tampa is really known for their, like, street artists.
And so I hired a street artist and five of my walls, the one main wall in one of the hallways, and then one wall in each operatory is just like this huge street art mural. Nothing to do with dentistry except for one has like big. teeth and my dogs and, and everything. So it's very different vibe.
Like very instagramy, very street arty. very different. Yeah.
Michael: Where did the vision come from?
Dannica: so in the military I ended up getting a lot of the patients who kind of had high anxiety, which I really enjoyed working on them. for some reason I just am good with those patients and like helping them calm down and like kind of changing their ideas on how I.
It is to go to the dentist. And I didn't want to have this sterile white wall, boring, plain environment. And so I kind of started off with like a med spa sort of idea with the uppity, boutiquey. And then I just thought to myself, that just doesn't really sound super inviting to everybody.
Like I want everyone to be able to feel invited to come to my office. And so, the other thing about like the street art was, I love it and no matter how crappy of a day am having like it sort of inspires me, like seeing it around and it's just like a cool different thing to have. That's how it sort of progressed into what it's been.
Michael: Gotcha. How do you help these patients calm down?
Dannica: So we've got a couple things. So if you ever gone to like Las Vegas in those big hotels and they smell really nice. They have those scents in the ac we have the same, so I ordered that machine to hook into my ac so it smells really good in there.
The murals, the artwork, the whole goal is to not look, smell, or feel like a dental office. So we've got the heat massage and the chairs, the TVs, you know, right above your head with the Bluetooth headphones. And then we're fully fee for service, so we. do a really good job, Lisa, I think I do, of taking my time, explaining everything to patient, answering all their questions, and because we're fee for service, we have the time and the resources to be able to do that.
And so we get a lot of people who travel pretty far to like come see our office and we haven't had anybody upset yet, so they seem to like it.
Michael: Real quick, what is the scent machine? Like? Where do we get that? What is that?
Dannica: It's called 360 Aroma they have different levels, but, I bought the, like fancy one. It's a few hundred bucks a month to rent it and then you get scent with it. And so it basically is this big machine that has this hose that hooks into your your AC system, like the actual.
The handler. Mm-hmm. Mm-hmm. And then, like a hose and then a scent hooks into it and you get those scents sent to you so you can change 'em out each month if you want, or keep the same one. And it basically just diffuses through all your A system. But it's called 360 Aroma. That's one I use.
There's a bunch of different ones, but that's a popular one.
Michael: Yeah. And people, your patients are like, oh my gosh, it smells different. Did they say so?
Dannica: I have not had a single person walk into my office and not mention how good it smells in there. Not a single person. That's the first thing that comes outta their mouth is, wow, it smells so good in here.
And you can turn it up or down. So like we have two air handlers, the front and the back. And so in the back it's turned down a little bit and in the front it's turned up a little bit. Like you can do percentages. the one that I use is called Ocean Eyes and highly recommend everybody.
Michael: Yeah. And interesting. Okay. That, That's something that, uh, never heard of really, you know what I mean? Until, uh, you hear but rewind a little bit. You said sometimes when you have crappy days, you look at your murals, Your walls. What are crappy days?
Dannica: Oh, so, I'm pregnant right now and just for example, congrat, so I'm still in my first trimester and I'm, I feel so sick.
Yeah. So like, usually I love coming to the office, but some mornings I wake up and I just don't feel good. And so, I get there and used to have the patient sitting in the chair and I, do a lot of cosmetic stuff. Uh, a lot of like non-invasive Veneers and things like that that I really like doing.
And so it's a lot of like artistic type of dentistry. The biomimetic stuff as well, where it's all like custom partial coverage with the machine and everything. So I get in and I kind of like just look at like what I built and the murals and the art and it just sort of, I feel better when I'm at work.
Michael: Yeah. Yeah. It's like your place, you know what I mean? The place you created Yeah. To make you feel. Exactly. Now, man, so you, your first trimester, is this your first? Yeah. And you've been open for two years? Five months. Five months. Five months. Oh my gosh. Five months. Yeah. And you're, how you
Dannica: feeling? In terms of what?
Just
Michael: with everything, everything happening like right now. Good.
Dannica: I mean, I can't complain. Like I was a little worried and thinking back on it, maybe a little bit ambitious to like start a startup fully fee for service office with zero patients because I was military beforehand. Mm-hmm. So like, I had no patience. But we're doing great. So I, I really can't complain. marketing wise, we do a lot of different types of marketing and a lot of ground marketing and I just am exhausted. But it's fun. I like it 'cause it's mine.
Michael: Yeah. Interesting. Okay we'll dive into the marketing. but before that, did anybody try talking to you or talking you out of like, you wanna do p p O a little bit?
Like at least take some on right now and then drop it. That happened.
Dannica: Everybody, every single person that I talked to told me to do that. And uh, with the type of dentistry that I do and the type of dentistry that I want to do in the office and the atmosphere that I want, it just wasn't something that I was willing to risk.
To not risk, but like, I just said, no, I've always been that way my whole life though. Ask my mom, someone tells me not to do something and I'll go and do it anyways and succeed. So I just figured that's alright.
Michael: Yeah. So then fee for service from day one. No insurances. How what are you doing to make it scale, I guess?
Like what are you doing internally? Also to make, tell yourself like everything's gonna be okay, right. Kind of thing. But also externally, what are you doing?
Dannica: So I'm really particular about how every single thing in my office flows from, you know, the highest technology. The minimally invasive stuff is big.
People really like that. They like the holistic, functional type of approach to dentistry. And so that's really big here in Tampa in general. I did a really good demographic study. I'm in a really nice area in Tampa, so that helps as well. But again, we do like, you know, the.
Sented warm towels afterwards to how our phone conversations go. We have a good script for if someone is a little bit wary about it, there's ways that I train my staff and myself on how to kind of convert those patients and explain to them and give them idea of why they should come and see us instead of a.
And then on top of that, like it's motivating that every single patient that is there in my office wants to be there and wants to be there for me also my hygienist is amazing and that helps. I will say that. Find an amazing hygienist like she is my. Clinical partner, you know, and just my patients love her too.
But no one's there saying I only wanna do it if insurance does it. Everyone is very open and just appreciates our work and that is really nice environment to work in. So that's been really motivating for myself. It is. I enjoy going to work and I enjoy all my patients and I know that they appreciate me.
We kind of weed those other ones out over the phone.
Michael: Let me ask you about that, the phone part. Um, mm-hmm. Real quick, what's the script that you use to convert these patients?
Dannica: So your typical phone conversation is, hi, do you accept my insurance? And we say, yes, we accept all insurances. We just work a little bit different with them.
You pay our full fee up front and then we file that claim for you. And then within a few weeks you receive a reimbursement check from your insurance company. And based on how they respond to that, a lot of the times it's, oh, okay, great. No big deal. Schedule. Sometimes it's, oh, that's kind of weird, or oh y so then we sort of, Move into like, I kind of feel it out.
So I have a couple different ways I can go, but some of the main ones are either asking them Hey, do you mind if I ask why you're looking for a new dentist? Because that's just brings up the, no, I haven't had a single person be like, no, screw you. They're like, let me tell you why I hate my other.
And so that's like a time for us to shine and it's usually not listened to too rough. Aggressive treatment plans, things like that. So that's when I can be like, Hey, let me tell you why my office is different and why you're gonna love it here. Uh, another reason, another thing that I say is, Hey, I know that this is a little bit non-traditional, the way we work with insurances, but that's on purpose.
We are a non-traditional office and we shine because we're non-traditional. And so then that kind of gets them asking questions, well, like, why are you so, but I found like the biggest thing is finding out what they're looking for by just the minute they start hesitating, I'm like, Hey, can I ask like, what are you looking for in a new dentist or with a new dental office?
And you get that conversation started and I can usually convert them and at the end I say, Hey. We usually tell our patients, just come try us out and if you love us, great and if not, no sweat. You know, just come see how it works. And we've kept every patient so far. So it's very few that I can't personally convert over the phone
Michael: that way.
Nice. Okay, so when you say try us out, just try us out. Is that like a free consultation or No, you're still gonna have to pay, but. No. Yeah,
Dannica: I mean we make them pay. We do offer to make it easier for their first appointment. We always tell 'em this like, Hey, when was the last time you saw a dentist So we require either a pano or an F M X. Personally, I prefer pano. It's just my preference, but a pano or F M X within five years and then bite wings within a year. And so if they've had those at another dental office, we will call on their behalf and request it. Part of our new patient forms. is a waiver for them to have that.
So we just have that on our system already and we request those x-rays. So it's one less thing that they have to pay for upfront to begin with, just to make it easier for them to come in and Yes. So it's not like $500 for a new patient exam and cleaning, you know? We also do offer cleaning same day as their new patient exam if they want it.
'cause I find a lot of patients that's like, one of their main concerns is, well I really just wanted to switch 'cause I'm due for a cleaning. And so we sort of have, Hey, how long has it been? If it's been, you know, less than three years, we will usually offer that same day cleaning for them.
Michael: Gotcha.
Okay. Dan, are you the one in the front answering phones
Dannica: or, I do a lot of the times. Yeah. I mean, my staff or my hygienist, I will let her as well. My assistants have been on and off with, like one moved and then I'm in the process of firing one and then hiring two new. So I've sort of been up there doing a lot of that phone conversation just 'cause it's so new and I know I can convert patients, so I would rather be the one to take calls.
Michael: Yeah. Also really good for you to make those like. Scripts, right. S o p systems, right. Already ahead of time. You're like, I know how they're gonna react
Dannica: and Yes. You know what I mean? So I'm learning too, what works and what doesn't, so I can train new staff. Yeah. As well.
Michael: You said you're in the process of firing someone.
Talk to me about that.
Dannica: I started off with two assistants and a hygienist. My one assistant, uh, ended up leaving 'cause he was moving. So I loved having him. He was great. And the girl that I had to start off with had some like family issues. So I don't know what happened.
I don't know, whatever, but, so I hired a new girl back in January and she's really young and she seems super motivated and I personally like training and I like teaching and. All this stuff, but she's been a little bit more than I can handle emotionally. we listen to conversations that are recorded and if there's issues with them, I try to train and teach or if there's been issues with the patient, I try to go over things so that way it's not just left unresolved.
And, she cries every single. Try to talk to her. And I try to do it real, really nice way, but I think it's just like an emotional maturity kind of thing. And I just, I'm to the point where like, I just can't, like Yeah. Emotionally keep doing that, you know? So I found I was going to just replace the one, and I found two amazing girls.
And so I, I think I'm just gonna,
Michael: yeah. And the first time that happened, were you like, oh, no, no, no, it's, everything's fine. And then, And then now like, it's like, oh, it's happening again. You're crying.
Dannica: Yeah, the first time I was like, she literally threw up Ah. I was like, we, how do you know? Because I heard her in the bathroom.
Like we were practicing phone conversations together as a team. Yeah. And we would like, somebody would go outside and call in and one person would answer the phone and then we would listen to it and go over it together. And yeah, she like one criticism and She's very young and like really wants to be good and like I know she's gonna be such a great assistant. It's just taking that time to like build up to it. You can get the confidence. So
Michael: yeah. Poor her. Yeah, there's something there. Something there and she needs to figure out. But anyways, so that's the process of firing right now.
I know run a little bit. You said you did a demographic study before you even opened up. What'd you do?
Dannica: I used demographics. So I paid probably like, I think like 700 bucks or a thousand some, somewhere around there. Well worth it. Loved it. That's how I decided which areas to like drive around and look for places to rent.
Michael: Build in. And this was the first spot where you're like, I love it. This is the first one I'm gonna be here. Or this was not the first one?
Dannica: No, I had found another place and started negotiating a lease and the tenants ended up not wanting to move out, so that ended up not working out.
So then in that scramble, I sort of, oh, I can't even, I skipped work and I was still military, so. I would be like, Hey, I'm sick. And I'd go and I'd drive all day and like look around and, uh, I finally found this place. So they, the people just happened to be like leaving and there was a sign and I was like the first one to like figure out, because it's a really good spot and it was a really good deal and I locked that down real quick.
Michael: So. Nice. So you were, you were already over your other job, right? Like your other associateship at the.
Dannica: I mean, I was active duty military, just a dentist on base. So, yeah, I think I was doing administrative work at the time, so it wasn't like I was calling, I wasn't seeing patients at the time. Yeah, I was just doing like front desk stuff, so,
Michael: yeah.
Interesting. Yeah. No, no, No, I get you. Okay, so then fast forward to now, marketing's way different for fee for service, right? Than, well, actually technically, like P P O or any insurances is a marketing expense, right? If you think about it, 'cause. Yeah, to come to you. So what are you doing for marketing?
Dannica: We, I mean, I throw a bunch of things out there.
I'm still in the process of like figuring out what consistently works. One of the big things that I do that really works is I'm part of a lot of Facebook groups, like meetup groups. One's called like Working Women of Tampa Bay. So it's a lot of women who like own their own businesses and I go to their monthly, weekly meetings and I meet these women and I make connections and I get a lot of people from that.
They come in, they love it, they post about it, they tell other people about it. So a lot of referrals that way. We do, I think I heard actually on, on your podcast from somebody else about influencer marketing and so I started doing that as well where you bring in the influencers. My office is. Perfect for it.
And that was part of the design as well, was to be able to bring in like a. Population too. So we do influence your marketing giveaway, free teeth cleaning or teeth whitening or whatever in exchange for like a reel in stories, and they help promote certain promotions at our office. I do a lot of social media, so I do all my own social media, myself, Facebook, Instagram, TikTok, things like that.
That's actually worked really well too, like boosting those posts, doing ads on Facebook. And then I did have a marketing person for a while, and I was spending like four grand a month on like Google and ss e o and I finally just quit that because I wasn't getting anything, not a single thing. So, we ask everybody on the forms where they found us and every single one was either social media or verbal referral.
Michael: Mm-hmm. The person who was doing your marketing, how long did you stick it out with them?
Dannica: Like four, five months.
Michael: Oh
Dannica: man. So five times four. Yeah. It was recently that I just decided not to continue. Yeah.
Michael: To let that person go.
That's been, that was a lot of, that was like almost 20,000 right there if it was 4,000 a month. Right. Like, what was their, can you give us like, what was their reasoning
Dannica: So they also did my website, which, uh, technically I did my website, also against like, so if you look at my website, it's also very non-traditional.
And that was on purpose too. And they bought, and bought with me. 'cause I sent them design, like my mom and I built a website and sent it to them and then they built it based off that on their own platform. Mm-hmm. Um, But I was just like, Hey, this is what I wanna see in my ads. These are the things I wanna push out.
And they would say no. And then I said, okay, well show me what you're putting out. And then they couldn't show me. And then when they did, I was like, that's not correct. I would have to constantly be like, I don't do Zoom whitening. There's no light. I do core, no light. Please don't say in my ads that there's gonna be light.
So it was just constantly, like, they're great. They're such a wonderful company for like somebody who just isn't picky about things and is like, just somebody do it for me. I don't want anything to do with it. But for somebody who's really particular, yeah, it just isn't a great fit.
Michael: So, I mean, even if they got that information wrong in the ad, I mean, somebody's gonna come in and be like, where's the light kind of thing.
You know what I mean? Right.
Dannica: So I had somebody call and be like, Hey who's the other dentist? And I was like, No other dentist. They're like, oh, office, this ad, it says that there's multiple dentists and you would get to pick who you saw. And I was like, what ad are you talking about? Yeah. So just little things like that.
Ah,
Michael: kind of sounds cookie cutter then, right? Like they would just copy paste uhhuh. Yeah. It was time to drop. I'm like, oh, while ago. Yeah. You know what I mean? Kind of thing. Yeah. Interesting. Okay. So when it comes to the influencer marketing or the Facebook groups as well, the ones that you're a part of, Do you offer anything like a specific incentive or anything like that or,
Dannica: The Facebook, like the meetups and stuff?
Mm-hmm. No, not really. I get plenty of people who are looking for a dentist anyways. A lot of these people in these groups have just moved here and they're looking for other networking opportunities. So a lot of them meet a new dentist and a lot of them really Really appreciate the, like functional type of, like I said, non-invasive, cosmetic type of office.
Like just a different feel, especially here in Florida 'cause there's a lot of older dentists here, so, I don't really have to offer anything for those ones. And then the influencers, I do, like I said, the free teeth whitening or free teeth cleaning in exchange. So that's the only thing I really offer.
A lot of 'em end up actually becoming patients of mine though afterwards. Mm-hmm. Pay for treatment.
Michael: Yeah, you just message them on Instagram or Hey, come on in like that.
Dannica: Yeah, we have like a script written up. I have found that you sort of do have to be pretty detail oriented on it because like there was one influencer we brought in and our whitening isn't cheap, you know, and we usually do it on a day off where like they can film and video.
And this girl like did like one story and it was the crappiest story, didn't even put in our name on it. And then when I messaged her she was like, oh, I'm sorry, that's. That's reserved for paid collaborations. And I was like, shut the, you know? Yeah, yeah, Yeah. So we're now we're like clear like, hey, this is an exchange for this, this, and this. Mm-hmm. And like then if they agree,
Michael: oh man, normally what do you target? Do you target like a hundred thousand follower people or.
Dannica: I actually target like five to 15,000. Okay. because the people who have more than that, a lot of the times it's More than just Tampa followers, right?
The ones that are like five to 15 are still growing their accounts. So they're more likely to agree, more, likely to do more for you, for less. And then their circle is big enough here in Tampa. They have a lot of Tampa friends that they can tell you about the ones that are like hundreds of thousands.
It's like there's no. Really big benefit. We found the best with the ones from five to 15. So far they've been the nicest, the most like appreciative of it. They become patients, they tell all their friends, they do the best reels, the best stories. And that's kind of what I don't get a lot of sass of like, well, it's not a paid collaboration.
Yeah,
Michael: that'd be, I don't know. I feel like, oh my gosh, what a wait. You know what I mean? Kind of thing. But uh, no, I get you that, that makes a lot of sense. Awesome. So then how many new patients are you getting right now? Mostly.
Dannica: We averaged like 35 to 45. Um, wow. from that. So a lot of friends come and see me, which is nice, but that's about what I'm averaging. So dance community. I do a dance called West Coast Swing, so I do it socially and competitively.
Mm-hmm. And it's, it's, yeah, it's global. And so I go twice a week and do like social dancing and then I go monthly to like competition type of thing. there's a huge community here for it. And it's very well off people, not a cheap hobby. Kind of a nice thing to all those people have been wanting to be patient.
Michael: Interesting. Okay. Okay. We're gonna have to Google somebody, one of the listeners, Google Danica and be like, swing dancing and Yeah.
Dannica: Yeah, I think I'm on. I'm not like that. Good. I've known it for like five, six years though. I'm like advanced level, but that's like level three of five, But um, it's fun. It's a really good like stress reliever and I really like just kind of moving and grooving. Yeah. Also my husband like super social and. He's my little social butterfly. I'm a little bit more introverted and he will like, no kidding, go to these women's group events and just thrive and like make best friends and be like, all right, I got you like He's been a great referral source as well. Yeah.
Michael: You tell him Go fly. Go fly, go. Yeah. That's awesome. So then what systems right now? Would you say are unique in your practice that you're like, I love the systems we've created so far.
Dannica: Just the whole, everybody is on the same page with everything. So we do morning huddles every morning about every single patient.
So there's never a point where a patient leaves the back office to come up to the front to see someone new, and that person does not know what we just did and what we plan on doing next. so everyone is very, think with that. At least that's the idea. We're doing pretty good at it.
We're still getting there. Yeah. That's one thing that I feel like is unique and patients really appreciate. Trying to think of other things unique wise. I think we just, we do a really good job of like, Because we're not insurance driven. It's not like, okay, every new patient it has to be this, or this.
We're very accommodating to what patients are looking for and just price things different based off of that. So we can be a little bit more selective and flexible with how we bring new patients in if that
Michael: makes Yeah, makes a sense. Yeah. I mean, you can.
Customize everything basically, right?
Dannica: Yes. Which patients just so appreciate and They're really not frustrated coming in. They're not frustrated leaving, I will say, because we're fee for service. One thing that we do that I feel like has been really important that my hygienist thought of that I'm really happy she did is every patient, the minute they're sat back in the room is told exactly how much is owed for the day.
So that way there's never any surprises. You always go over treatment plans, but those get forgotten and then they schedule treatment. And so one thing we do is we have these routes slip that are morning huddles we go through and then it follows the patient throughout the office. so there's never any question about anything.
And the patient's always told, this is how much you're gonna owe for today. And so there's never any awkwardness after the appointment. It's just, oh, I didn't expect that. Then guess what? We just don't do as much that day. That has helped tremendously with patients feeling comfortable throughout treatment and after treatment.
Michael: So you let them know beforehand.
Dannica: Yep. Yeah. Ah. Um, We also, like my staff is trained to, you know, if we're doing a lower left tooth and there's another tooth next to it that needs it mentioning to the patient, Hey, also while you're numb and isolated with rubber dam on, do you wanna just do this tooth, it this much money as well?
And so, they're also trained to like mention that at the beginning in case the patient ends up like they forgot and they're like, oh, well yeah, let's just do that then as
Michael: well. Yeah, that's good. That's like a little mini, I mean, not a mini, but like it's an upsell kind of thing, but at the same time it needs to be done.
Right, right, right. Okay. Interesting, interesting. So I like that mentioning at the beginning of the, the whole appointment, you know what I mean? That way they're not caught off guard or they're like, you're trying to, I knew, you know, they're at more at ease and then you can overdeliver at the same time.
Yeah. Interesting. Okay. So then right now, I guess from the moment you decided, let's talk about from the moment you decided to leave, right? The Air force and then all the way till today. What's been some of your biggest struggles or fails? Your pitfalls?
Dannica: Building the office for sure. The construction legally, per my settlement, I'm not allowed to talk about my construction company, but that should be a good enough statement alone.
Yeah. Let's just say I was the gc, so my mom, my mom and I designed the office. She like moved down here for like six months and helped me design it. It went from a three month build out to like a seven month build out. That was a big struggle, honestly, like just trying to make sure everything was built the way we wanted it.
I think that I felt so, like I needed to be so in charge and so on top of everything, and as much as I loved doing that, that was really hard for me. So, I mean, it turned out exactly the way I wanted it, which is good. But being that involved in it was very difficult without having the proper help for that.
I think that part of my, like, downfall with things is just stress and I, I really can't take my mind off of work. I come home and my poor husband has to listen to everything about work. Luckily he's super supportive, but like if I had somebody different, they'd be like, can you just like stop talking about work.
I wish I would've taken like a little bit more time for myself to like help do stress relief. And didn't do a lot of that and I had a, like lot of medical complications last year because of stress and so, that's kind of been like the biggest thing, but honestly it's all been worth it and I'm happy now and
Michael: yeah, no.
So man, Danika, it sounds like there was a ton of stress, was a lot of the stress 'cause of the. The construction part or?
Dannica: percent.
Michael: Yeah. I know we can't really talk about the settlement, but can you I guess give us a range of like, well, we got what we wanted kind of thing, or more of what we wanted, or you guys did. Okay. Okay. Okay.
Dannica: I got a cheap build out, let's just say that.
Yeah.
Michael: Wow. So there was a bunch of headache going on with that then. Yeah. So a hundred percent that was the stress right
Dannica: there. Yes, a hundred percent. So like for example I guess I, I think this is okay to say, but like, plans, right? So from architecture to design to then here's one good example.
We designed our cabinets to all be floating. So plumbing into cabinets needs to come up through the walls, right? And For about two months. 'cause I didn't notice this two months when my mom was gone for her anniversary. And then she came back and right before the walls and the floors were gonna go in, she walked into the office and immediately was like, why is the plumbing coming up from the floor?
And it had been like that forever. And so, then timelines got pushed back. We had asked multiple times like, Hey, you sure you have the updated floor plan? You sure you have the updated floor plan? Yes, yes, yes. And then all of a sudden, and I got told I'd get walkthroughs, never got walkthroughs framing went up all wrong.
They had the wrong floor plan. Like it was just a lot of like delay because nothing was. Going that way. There was no site manager. So the people, the subs were just doing whatever the heck they wanted. Yeah. Yeah, so, so my mom moved down here with me and we took over doing there every day.
We did all of our own tiling. We did all of the, my front wall, the wings, coat wall. We did, my mom is an interior designer and does tiling, and so we have like, Two huge walls of tile plus two huge half walls of tile, like complicated tile that took us weeks to do. And so we did all that ourselves. We built, some of the walls.
I learned a drywall, I learned frame, I learned to put up, and paint and all this stuff. And so I helped the subs move things along. It's kind of fun. I learned to do a lot of things, but, um, I was there every single day for. Six, seven months.
Michael: Wow, man. Halfway through the tile process. Were you like, I don't even care anymore.
I just put up a wall. It doesn't matter. Or were you still dedicated to it? I
Dannica: was still dedicated to it, but yeah, there's just a lot of like, mom, can you just like be quiet.
Michael: Just leave it alone, mom. Just like, no, I get you. But you know what? Throughout this whole, I guess time, we've been talking, your mom's been coming up a lot, and so she really wants you to, you know what I mean?
Like, I'm here for you. I'm here for you. I'm. And it's so good to be like, even I know a hundred percent you can do it right. But it's so good to be like, just in case my mom,
Dannica: you know? Yeah. There was a lot of times where like my marketing, my gc everybody, I'd be like, Hey, my mom's gonna join in on this conversation and join in on this Zoom call.
And they were like, what the heck? And then by the end of it, like she knew that design and now she designed every cabinet every. Floor, paint, color, everything. She designed my office from the ground up, other than the murals I had designed. But so she was in on that project and knew, let me tell you what, we know how to build a dental office.
Yeah, It would not be anywhere near what it looks like or what it is like without her. So I was really thankful for her to help me out.
Michael: Awesome. Danika. So one of the last questions I wanna ask you is, What's a piece of advice that you've received that you'd like to give to our listeners who maybe are in the process going through the process or thinking about that process?
Dannica: so if you're, if you're thinking about like a fee for service startup, it's definitely doable. There's a lot of people who can tell you it's not. But a couple like pieces of advice would be don't just expect patients to come in. You're gonna have to do some ground marketing yourself. You know, walking around with fires, meeting people, doing all the things, get social build up your social media first.
Don't do it when you're open. Like build up your social media first. Such a great marketing tool, and if you have more followers, people are more likely to come see you and see your reels and see your ads. So do that first. Build it up. Don't be scared to look a little silly on Instagram. Kind of fun actually.
And know like what your vision is, what type of patience you want. Like I had two specific. Patients in mind that I were my ideal patients and I built a whole story around them. And that's how I sort of built my office was around that. And it's been consistently showing that it's working. I mean, I was in the black, is that what it's called?
In the black, where you start making money month two. So like I, did very well just from having these Ideas and plans beforehand and being so hands-on, and so it's not an easy thing to do, but it's definitely doable.
Michael: Nice. Awesome. Danica, thank you so much for being with us. It's been a pleasure.
But before we say goodbye, can you tell our listeners where they can find you?
Dannica: Yeah, so, Instagram's a good one. Ology with an ie. Or Dr. Danica is my personal one. I don't have as many followers, but still find more from my personal life. anybody can reach out to me through, um, Instagram or email or our website, ology com, or I'm happy to give my cell number too, if anyone has.
Michael: Awesome. So guys, that's all gonna be in the show notes below. And Danica, thank you so much for being with us. It's been a pleasure and we'll hear from you soon. Thank you.
Hey guys, welcome to this week's episode of Monday Morning Marketing! In today's installment, Dr. Parthiv Mehta and I are diving headfirst into the dynamic world of dental startups, uncovering savvy strategies to save big bucks and keep overhead at bay during those crucial initial stages. We kick off by debunking the location attachment myth, urging you to explore multiple landlords' quotes to find the golden ratio of affordability and accessibility. We also uncover the fact that non-dental contractors could be your ticket to savings of up to $150,000! Additionally, Dr. Mehta shares his advice on embracing mistakes as inevitable stepping stones on your startup journey.
Get ready to rethink, re-strategize, and reignite your dental startup dreams in this conversation with Dr. Parthiv Mehta!
You can reach out to Dr. Parthiv Mehta here:
Website: https://www.charmdentalcare.com/
Instagram: https://www.instagram.com/charmdentalcare/
Other Mentions and Links:
Nomad
Chick-fil-A
Sirona Dental Chairs
For more helpful tips, strategies, ideas, and marketing advice:
Instagram: https://www.instagram.com/thedentalmarketer/
The Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Parif. So talk to us about startups. What advice, suggestions, or methods can you give us that will help actually with our startup?
Parthiv: So one of the, the biggest advice I could give anybody that is wanting to do a startup is before you actually do it, do as much homework as you can.
Don't fall in the trap of, oh, you gotta do this billion dollar, you know, beautiful wall out there. Or like, oh, you gotta have all these top of the line equipments. Do your homework. listen to people who have done it. Maybe ask every person you don't know that has done a successful startup. What would be the one thing that you would change if you had to redo it again?
And that probably will give you enough To pick up from their mistakes and, and that will, that will help you a lot. keep your overheads low. I cannot stress on that. I like my sleep at night and I've done three startups and every startup I do, my goal is to make sure from the very first month, I'm not stressed about how much bills I have to pay.
And that will only happen if you keep your overheads low and not just be like, okay, I want to have that. $50,000 Sierra chair in there, or I want to have the C B C T with $150,000, whatever the top of the line stuff. I mean, if you can provide that service and if you're confident, for sure, go for it.
But there's a lot of secondary market out there. There's a lot of other options out there that, that could help you save a lot.
Michael: Gotcha. So then how did you do it pr, how did you keep your overhead low from the beginning phases all the way till where you're at now?
Parthiv: So my first practice when I started, I had, I had no money.
So what I did was I negotiated with my landlord. So I went heavy on it. And what I did is I picked five locations that I liked, to the point where I wouldn't regret if I didn't get any of those. And then I went with all the four or five landlords and I said, this is what I'm getting. I put them against each other and said, who's, whoever's giving me the high best deal, I'm going with them.
I got my best offer. I started with them. What I did is I had the space for five chairs, but instead I just started with three chairs. got those running offered services that, that patient wanted. Customer service was absolutely something that I believe in a lot. So that helped a lot.
And I'm in a very high saturation area and it works out great because there's so every half a mile and I have every D S O possible in Texas around me, and it worked out great because there's always patients that are upset about it and that just helped me with my building, my clientele in there.
Mm-hmm. That's how.
other than the chairs that I bought, everything else that I bought was used. Um, my CT was used, my, x-rays. Um, nomad was new. My sterilizer was a, a refurbished one. So everything else, pretty much, other than the chairs and the, in the, and the nomad were pretty much used in there.
And then second practice that I. Was even lower because now I don't even buy brand new chairs. Mm-hmm. Now I buy used chairs as well. So, another thing that I learned in my second startup was dental contractors versus non-dental. So what I did in my second startup was I made my plan, and that's something I learned from my first startup mistake.
I made my plans first. I hired an architect, paid them out of my pocket. They charged $3 a square foot to make a. Give them the money. Get your meps done, mechanical, electrical, plumbing. Pick your color, pick your, flooring. Pick your, it doesn't have to be the final one, but at least if you tell somebody that I want, let's say, call it a sandwich From, from, mm-hmm. Chick-fil-A. If you say, I want combo number four, now, it doesn't matter. With wherever you go, the price is the same. So pick your flooring and say, I want this company's and this finish and this model number.
I want this paint from Sherman Williams. And that's the model number. Put all of those details in there and then give your plans. Bidding to different contractors. And what I did is I gave it to seven different contractors, three dental, four non-dental. Mm-hmm. And there was a difference of $150,000 plus between dental and non-dental.
And I said to myself, and I said, is that worth it? And, and the dental contractors I gave them and showed them, look, I'm getting these. And they're like, well, they're non dental. They don't know what they're doing. Is it really worth your time? And I said, I'm like, hold on. 150,000 for two months. I think it's worth my time.
I, I said, jobless and stay right there. Doing nothing. If I can save $150,000 in two months is worth my time. And. I didn't have any issues with non-dental contractors. We pay a big amount of, because of the fear. Hmm.
Michael: Yeah, that is true. I feel like a, there's like a price tag sometimes, right? Like, uh oh, there's a dental price tag and then there's a contract price tag.
That's a huge difference. $150,000.
Parthiv: And, and that's, that was significant difference to me at least. Um, And, you know, obviously this was my second practice, so I get it. It was my second startup. So I do understand that, uh, you know, it did give me that additional leeway where I was, I knew part of it because I was a part of my first startup from the, from scratch.
Mm-hmm. but that's one thing. If I had to redo my first startup, I would not go with the dental contractor.
Michael: Gotcha. So your third one, you didn't go with the
Parthiv: dental contractor? No, no, not even when I expanded my first one. When I expanded my first one from five chairs to nine chairs, three years later, I did not go with the dental contractor.
I went with I got five chairs set up with mechanical, electrical, plumbing, AC in an expansion demo, mowing the older place, and I got everything done under a hundred k. Wow.
Michael: Without going. Yeah. Yeah. That's good advice then. Okay. So just the fear is what makes us wanna go with like, okay, they know what they're doing, they know what they're talking about, things like that.
Right. But
Parthiv: probably not. Yeah. That's just, that's just been my experience. I mean, I've had people who love going with dental contractors and that's great. Mm-hmm. You know? Mm-hmm.
Michael: and then I wanted to ask when it came to your team, 'cause this is the overhead of like equipment, right? Pretty much.
Mm-hmm. Uh, chairs. How do you keep overhead low with the team?
Parthiv: So what I did was when I started, we started with. Three employees. One was an experienced dental assistant that had worked with me in the past, knew exactly what we needed to do, what I did, what was my strength. I had a front desk who, knew what to do.
Obviously it was a good learning curve for me because I didn't know what to do. Coming from a corporate background, I thought I knew it all, but it is a whole different animal when it's your own baby. Mm-hmm. So I had to sit with, Different people learned the process, establish my protocols, what I wanted to do, what I wanted my staff to do.
And then I hired an entry-level person who I really enjoyed her conversation and customer service. I'm like, if I really enjoyed that customer service, I'm sure the patients will appreciate it. I just hired her at a base salary, like the lowest possible salary. I'm not even gonna say the salary, but.
She was young. She just wanted to get into dentistry, and I was like, all right, we'll give you a job. Come on over. She stayed hang. She stayed around for like six months. Personality was great. It was kind of like a floater in between, helping turn her around the rooms, picking up the phone calls, learning whatever needed to be done.
And as in when I got time, I continued to train her more and more on what I exactly needed. So that's how I kept my overhead low. And then as we started getting busier, we started adding more and more staff to it.
Michael: Mm-hmm. When it came to any of your other practices, did you follow the same concept? And did anybody like leave like halfway, you're like, oh man, I was just training you and then, you know what I mean?
Parthiv: Well, you know, it, it would be foolish of us as dentists to expect that any of these staff members are gonna stay forever. Mm-hmm. And it's a reality. There's several factors for that, and the most important one being, just the instability in the lives. they don't have, and at least in Texas, they don't have, the same amount of years they need to put into earn a degree that you or I did.
They don't have the same amount of efforts they put into going to school to get the degree. So it's easy for them to switch careers and, and I mean, literally Ch Chick-fil-A probably offers more than what you offer in Texas for dental assistance. Mm-hmm. Or for staff, So it's, a big part is about, being prepared for that.
And if you have your systems and protocols in there, it doesn't matter who comes in and who goes your systems and protocols. You establish them and you tell them, this is what I need you to do. And at that point, anybody comes in and anybody leaves, it is pretty straightforward. This is my protocol. This is what I want you to do in the interview itself.
Can you do this? I'll train you, but can you do this? Mm-hmm. They say yes. Train them. They go on, they leave. That's fine. Get somebody else in the same protocol. Don't get disheartened by the fact and don't expect people to stay here forever. I. Yeah.
Michael: So follow your protocols that you're making pretty much, right?
Parthiv: Right, right. Follow your protocols. Uh, you set your rules. It's your baby. Mm-hmm. Yeah. You decide what they eat, what they, you know, where they play, what they wear. that's your call when you just, you make, that's why you're making your own practice. Right. That's why you're starting your own practice.
'cause you want to be in charge. You may not be right Every time you may learn that, oh, you know what? Crap, I made a mistake. I should have done it this way. But that's, that's the whole point. That's the, that's the whole part that I love about startups and, and that's what I enjoy about it. That you make your mistakes, you learn from it, and you grow out of it.
Mm-hmm. Yeah.
Michael: That's true. Okay, so then besides the dental contractors, what would be the one thing that you would change?
Parthiv: So now I have four locations. You know, everybody wants to run the race. Oh, how many locations? Uh, we're private practice, so we're not just associate driven. I work in all four locations.
I work currently six days a week, and if I had to redo everything, I would probably get $1 million building in the center of Houston and just have like 30 chairs down there. But again, that's just me saying because Right. We're because of where we're at today, but no. Yeah. Um, that'd be nice. That'd be nice.
That'd be, yeah. Yeah. the more you grow, the more you realize, I wish we had done it this way.
Michael: why,
why do you feel like you are like, oh man, instead of having multiple, just one big one.
Parthiv: Doing dentistry is a piece of cake. Mm-hmm. Managing people. is the biggest headache and nobody's gonna take care of your baby the way you would, you would.
So getting a manager, you could get the most experienced manager, you could get every somebody to do, take entire thing off of you. But at least I haven't met those that, take all the burden off of you and still treat it like if it's their baby and can be on the same level as. She. Mm-hmm.
Michael: Yeah. So you
Parthiv: feel like I haven't met those managers.
Michael: You feel like right now with the, the four that you have, if you had one, you'd be there and you'd give it. You're like, I can oversee, Hey guys, I'm here. You know what I mean? Like, I'm here, don't pull any crap on me, kind of thing. Like, we're here owners here, but with four, it's like, he's not here today.
Yeah. So we, we tried our best partie, but this is what happened. You're like, did you, is that how it feels?
Parthiv: Exactly. And sometimes it's like some of those things where, you are like, Come on. really, but anyways, I mean, you know, that's, that's a part of our job and that's a part of the challenge of, owning a practice whether you have one or you have four, um, we're gonna come across those situations.
Mm-hmm. So that's, that's definitely, uh, one of the situations. And probably another one would be, you know, I bought a brand, three brand new chairs. When I did my first startup and then I added two brand new after to match them all five. but that would be something that I would change. I would not have brand new chairs at all.
I would buy used chairs, spend $500 to just change the upholstery on it get them going. I mean, it's, yeah, it's just not worth it. You know, spending $15,000 on a chair is just not worth it when you can get the same stuff for less than. Gotcha.
Michael: So that's what you think, like the, the good number is like 5,000 or less on a chair, especially if it's used a good quality.
Parthiv: Yeah, it's a good quality chair with all the belts and whistles, with the, uh, good l e d, light, couple stools, delivery doctors, doctor, and assistant delivery packages. and I'm exaggerating when I say five K. Typically they, cost around 3,500 on an average, a good quality one, and they come with one year warranty.
And a lot of times, but, you know, if you buy directly from a doctor to doctor, it's even better. The biggest problem that I see amongst us, Dennis, is that we trust the sales people more than we trust each other. Mm-hmm. That's true. You know? So that's good if, if a doctor comes and says he, he wants to sell this to you, you're gonna be like, Hmm.
But what if there's something wrong? But the same thing, a sales guy comes and sells you the exact same thing. You're like, but this guy is, is warrantying it. So we're essentially saying, I'll take a word off a sales guy, over a doctor. I
Michael: don't know. Ah, I never thought about that. Interesting. Interesting.
Okay. Good insight. Good insight part. I appreciate it man. Thank you much so much for your timely, and if anyone has further questions, you can definitely find 'em on the Dental Marketers Society Facebook group, or where can they reach out to you directly?
Parthiv: You know, I am pretty available on my Instagram.
It is Charm Dental Care. that's our company's Instagram that I manage. And also, if anybody has questions and wants to talk to me, I'm happy to get on the phone. that's absolutely available there too. the two probably the easiest ways to, to get me Instagram and phone.
Michael: Awesome. All righty guys, so that's gonna be in the show notes as always. And pif, thank you so much for being with me on this Monday morning marketing episode. Hey,
Parthiv: absolute pleasure. And Michael, I'll tell you this though, every time I hire somebody new that is in the forefront of it, or that's somebody who's helping me with marketing.
I tell them to go up on the, on YouTube and listen to Michael Arias and, and learn from them. And I personally have learned a lot from your startup groups, even though my first startup was before you guys started the group, but I still, I'm a part of it and it's, it's an ongoing journey and you learn a lot.
So thank you so much for whatever you guys are doing and, and supporting Dennis and, and we're, I'm happy if I could help anybody. I'm happy to help. Awesome, man.
Michael: I appreciate your time. Thank you so
Parthiv: much. Yes, thank you again. Take care.
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Dalton HandyBusiness Name: TempMeeCheck out Dalton's Media:Website: http://tempmee.com/
Facebook: https://www.facebook.com/tempmeeapp/
Linkedin: https://www.linkedin.com/company/tempmee/
Instagram: https://www.instagram.com/tempmee/
Twitter: https://twitter.com/tempmeeapp
Dalton Linkedin: https://www.linkedin.com/in/dalton-handy
Email: Dalton@TempMee.com
Other Mentions and Links:HubSpot
Marketo
Salesforce
Pardot
Slack
Google Ads
Yelp
Capterra
Hannible Barca - "We will either find a way, or make one"
Steve Jobs
Cary Gahm, Edward Thomas, and Debra Simmons
Uber
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Making sure potential patients can find you online and optimizing your website is an often overlooked essential first step.
- Utilizing a CRM like Hubspot can help keep all of your patient communication and followup in one place.
- Sending out email newsletters to remind the community that your office is up to date and spreading helpful information is a great way to stay in touch. Be sure not to overwhelm your email list though!
- Try to make your office and website have a unique twist, ensuring an office across the country couldn't directly copy you.
- Always provide options for contacting your office. Making it hard for patients to call, text, or email will be a big point of friction.
- If you're running a private practice, think about how you can set yourself apart from DSOs! You may be able to add more of a personal touch than most dental organizations.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: Alright, it's time to talk with our featured guest, Dalton Handy. Dalton, how's it going? Uh, pretty good.
Dalton: Michael, how about you?
Michael: I'm doing pretty good, man. Thanks for asking. If you could tell us a little bit about your past, your present, how'd you get to where you
Dalton: are today? I. Yeah, so I've been in marketing for eight years now.
I started my career coming out of the University of Denver in, in a slightly lesser known field of marketing operations. So it's all like the systems and processes that make marketing work, right, to be able to prove value and to get a feel for everything. So I started my career there. Um, I'm now here at Tempe, which is my third startup where I, I really think that I thrive, right?
This is where I am able to build, I'm able to really see the impacts of my efforts, um, and I'm more connected with, with our users as well than I have been at a much larger corporation. So this is the second time that I've built a marketing department within, within a startup, and so far it's been going really well.
Gotcha.
Michael: So, real quick temp me
Dalton: is what? Temi is a dental staffing community, so we help offices find placement with assistance as well as hygienists for both temporary, multi-day and permanent placement services as well. Gotcha.
Michael: So before the other two startups that you worked at, was it in the industry, dental industry,
Dalton: or No.
Great question. Not in the slightest. I've spent a lot of time in cybersecurity and then the other startup that I was at was actually a highly verticalized software company. So they specialized in software for, um, portable toilet vendors, roll off dumpsters and septic pumpers. So it was very specific.
Really cool company there, and that's where I really discovered my passion for startup marketing and being able to have that a lot bigger connection with, with your customers and have a lot more fun with what you're doing as a marketer too. That's where I really found my passion for it. And so even though it's kind of a funky industry, I'll, always be forever, but grateful.
Yeah. Nice
Michael: man. So you've been in marketing for a minute now, right? And it's cool that you're working in a company that like, you know, is revolved around our industry, right? The dental industry, of course. But when it comes to, you said you created systems and processes that make marketing work down to us.
Okay, cool. What
Dalton: is that? Yeah. So one of the key things that you'll note, uh, as particularly as you get into bigger companies, bigger corporations, you're gonna have a lot of different systems. But from a marketing perspective, one that's gonna be crucial is your marketing automation platform, right? So you're gonna do a lot of things outta this platform.
One's gonna be sending your emails, you can build landing pages, you keep track of all your contacts and your database in that, and then you can also, you know, implement. Uh, all of your website tracking so you can see who's on your site when, what pages they're engaging with, collect data via forms, and then connect all of those activities together, right?
So as soon as somebody fills out a form, cool. Now we're going to direct them over to the right sales representative, but also we're gonna send them. A text, an email, you know, whatever that might be that is in line with their previous action and then make sure that they've got the right communications going their way.
So that's really the hub of, uh, any marketing operations person is going to be focused heavily on that system. But then they're also gonna be working with all of the other arms of marketing. So whether you've got, you know, your trade show, people that are sending leads one way, great. You're gonna be working with them to make sure that they can prove R o I.
On their adventures. Uh, you're gonna be working with the paid media folks. Obviously, all, all your branding people, your email marketers, you really help tie everything together. So it's a, it's a really cool way to start your career, I think, because you get so much exposure to all of those different types of marketing.
Ah,
Michael: okay. So then how can we, I guess, funnel that into, Practice, right? Meaning like we got our front office, we have our dentist, our practice, and I know you said that's one of your area of expertise is where you build a marketing department. So could you in this real quick amount of time, like build us a marketing department for the practice?
Dalton: Yeah, I think so. You know, even as somebody who hasn't done that specific niche, I think there are quite a few things that you can do right off the bat, right? And there are varying levels of automation platforms that I would start with, right? If you've got the platform and you've got access to the right tools, then you can start to build from there.
So that's always kind of my step one. In fact, when I started at temp me, even during the interview process, I made it abundantly clear. Hey guys, when I start, we're gonna buy HubSpot. That's gonna be like the first thing that we're gonna do, and then we'll go from there. so, you know, looking at those, those tiers, right?
So on, on the very top, like enterprise end, you've got things like Marketo. You know, Salesforce has Pardot, part O, whatever you wanna call it. and then HubSpot is great. It scales up and down as you want. so that's, that's usually a go-to start, or a starter kind of, um, automation package. So, Getting that system in first, right?
Making sure that you've got everything centralized and you're gonna need one person that's dedicated to this, right? Typically, it's not gonna be somebody that is already an office manager that already has, you know, their, their plate is entirely full. But what this person should be able to come in and do is, number one, let's work with an agency.
Make sure that your website is well optimized, right? Anybody who's looking for you, is gonna be able to find you, whether that's from an s e o perspective or from a pay-per-click perspective at, you know, at minimum on Google, those are the low hanging fruit. Making sure that the people who are looking are able to find you.
Then what you do is you can take all that information, process it through your platform, and make sure that you're following up with people appropriately. Right? Everybody hates it. If you submit a contact form, you know you're interested in the business, you're potentially gonna buy something, spend money, and then you don't hear back.
You know, it's a bit of a slap in the face, right? So that's one of the nice things about these platforms is you schedule those. Automatically to, to go out. As soon as somebody submits the form, you know, you're gonna set a reminder for maybe the marketing person, maybe the office manager to put in a call, Hey, let's get you on the schedule.
You know, what does, what does that really look like? So that would be kind of my, my beginning of that. In addition to, I. You know, putting together some simple things, a newsletter, some content pieces, just to, just to really show people that your practice is at the forefront of dentistry. Um, that you're really staying up to date, you know, obviously on all your CE and things like that.
but that they're not going to somebody who is I. Posting, right? Mm-hmm. I, I don't, that, that's not the practice that I want to go to. I want to go to somebody who is, who's really on top of their game, and I think that you can really highlight all of that through your various marketing efforts. Email is a great one because it's free, right?
You can, you can always email. there's a bunch out there. My, my recommended cadence on email too is typically gonna be two to three times a week at absolute max. I would probably, for a practice. Once every two weeks. Something like that would be more of the max that I would go to. Just to stay in touch, stay in front of people, make sure that they're getting useful information, but not overwhelm 'em with any, any information that you've got going on.
Michael: Yeah, interesting. So HubSpot and Pardo or Pardot you said, right? if I just got it, I'm listening to this episode. Okay, I got HubSpot now what do I do? Right. Kind of thing.
Dalton: Yeah, for sure.
Okay. So there's quite a few sections within, I'll use HubSpot, the As the example. That's what we use now. I think it's, it is great for, Many levels of business. So there's gonna be your marketing hub and there's a sales hub For our perspective, you know, obviously a lot more, uh, focused on the marketing hub.
So you've got a few different sections. One's gonna be all your contacts, so this is gonna be people that are already in your system, existing patients, things like that. Uh, and then it's also gonna collect the new folks that as they come in, so you'll wanna set up a few normal fields just to track the things that are relevant to you, right?
So, Uh, you know, for example, when somebody hits our website and fills out a form, we wanna figure out are you representing a practice? Are you a hygienist? Are you an assistant? You know exactly who are you? So you set up a few custom fields to get that right information so that you can speak to people as they want to be spoken to.
Right? That's always gonna be any, uh, goal with any marketing effort. So you set up, you know, your foundations there and you can build some basic workflows, right? So if you've got your website, you put a form on the website. Okay, cool. As soon as that form is filled out, you can create what's called a workflow to say, great, I'm gonna shoot them a text saying exactly this.
I'm gonna shoot them an email saying exactly this. You can use some customization tokens as well. So basically what that'll do is if they give you their first and last name, great. Let's use that in the email just to show that you know, we're listening and, and we care. Uh, and then you've got, you know, default values.
Then you can also connect that to any other, many other systems that you've got. So, for example, if you use Slack, internally or something like that, you can send an alert to say your office manager to follow up with that person and, and place a call so you can place all their information there.
Those would be my, my number one steps, and then you'd start to build out some email templates, probably some landing page templates, things that you can reuse time and time again as you launch different initiatives. Gotcha.
Michael: Okay. So it's a lot we can do with that, right?
Dalton: Yeah. It's, it's really, we use it certainly as like our, our centralized hub for all things marketing.
and then, you know, as you get all of that data coming in, then you can say, okay, cool. How much are we really getting out of our Google ads? Right. And you can start to kind of go deeper and dive into how successful, uh, all of your channels are, are so far.
Michael: Hmm. Gotcha. Okay. Okay. So it's really good for like tracking as well and everything like that.
Dalton: Yeah, most definitely. And particularly, you know, on the email side, it's great. You can take a look at any email, you're gonna see your open rate, bounce rate, click rate, click through rate. You can see what links are being clicked on, what isn't all, all that good stuff, um, just baked right there into the app.
Michael: Gotcha man. Awesome. Okay, so then let's talk a little bit more about, business when it comes to dentists. So like, what can a practice owner, a dentist do today to improve their marketing or their business?
Dalton: I think number one is always gonna start with the website, right? That's an area where people are always gonna pop to anytime they're considering, you know, joining or coming to your practice, as a patient.
So that's, that's always where I wanna start, number one, making sure that it's at least up to date, you know, with the right information, hours, all that good stuff, but also that it has a welcoming atmosphere. I think. one thing that is, Always a little bit tricky is overusing stock imagery, right? Mm-hmm.
I think that that can be something that's a little tricky. It's not gonna necessarily give people the feeling of safety and comfortability, uh, as they come in and check out your practice. And then you also wanna make sure I. Every conversion point is optimized, right? So if I'm coming to your website as somebody who's considering, being a patient at your practice, I wanna make sure that once I decide, cool, this looks great, that I can get in touch with you as quickly as possible, I.
Whether I wanna pick up the phone now, I'm 30, that's never the answer for me, right? I wanna ha have multiple options. So, uh, you know, whether it's a text line, incorporating chat onto the website or just filling out a form, Hey, this is what I'm looking for, this is when I'd like to come in, that type of thing.
And then even if somebody gives me a call back, I'm, you know, that understand about that. but making sure that people can really get ahold of you is something that. Is absolutely essential and is often actually overlooked. Right? We, we put so much time and effort into making a beautiful site that really speaks to the core of who we are, what makes us special, all those things.
And then it's easy to forget, oh wait, we're here to generate business From this site. Yeah.
Michael: For you personally, right now, let's just say you got on Delton, got on the website, practice looking for somebody, some pops up right on Google. Would you search on Google or how would you look? Go about?
Dalton: Yeah, absolutely. That'd be, that'd be my first go-to. I'm gonna look at dental practices around me, right? 'cause I want something that's, you know, close proximity. So we moved two years ago to, to this specific area of Denver that we live in. And so it's exactly what I did was I hopped on Google Maps, actually is is another thing.
And that's, its home, it's own whole area of ss e o. Um, but yes, Google and Google Maps are gonna be the primary way that I would try to find a new practice.
Michael: Okay, so you went on Google Maps, and then you clicked on the first one or the first couple, right? And then how would you want it to go from that point on?
Would you, what is the first things you're looking at? What are the things where you're like, all right, I'm gonna contact now, or I'm gonna save it for later. Lemme look at somebody else. What made you wanna save it for later? And look it for
Dalton: somebody else? I'm looking for a little bit of familiarity, right?
I wanna hit your site and understand, a practice halfway across the country couldn't have this exact same website, right? So actually one of the things that stuck out to me about the practice that I go to. They had this really cool, uh, initial picture on their homepage of, I think it was everybody that works at the office just decked out in their Bronco gear, right.
They'd say, you know, they're, they're all about the Broncos there. Yeah. And, uh, so I was like, okay, cool. I get, I get, you know, a little bit of something about who they are without even having to read anything. And so I think, you know, being able to put, put out who you are, and that's something that we're trying to do.
Temp me too is, is highlight some of the things that culturally make us special because there's inherent familiarity and comfortability that lies within that. Um, but I, I think that be personal, show who you are, show what makes you special, those are absolutely something. There are things that anybody can do and can tap into to make people feel comfortable and, and excited about, you know, coming to your practice.
Gotcha. So
Michael: you got on that website and immediately you booked something or were you like, let me look, let me look at. Other stuff.
Dalton: I checked a couple others around just to, you know, do my due diligence. I'm the kind of person who, if I'm going on vacation, I'm gonna make a spreadsheet that has all of the different options and then rank on different variables.
Right? That's, that's how I do my decision making. It's never one and done. Um, but that one really stood out to me, right? I, I felt like I understood what they were about and so I circled back after maybe looking at three or four more. Also, obviously checked the reviews, right? That's always a huge thing, uh, making sure that primarily your Google reviews are in good shape.
Uh, there are a num number of ways that you can incentivize people to get those reviews, but also responded to is a good thing to look at, right? That's, that's somebody that to me is on top of their business and really caress, right? Negative reviews will happen. There's always gonna be, you know, some.
Patient that you can never make happy, right? Mm-hmm. But responding to those reviews in a kind way that shows compassion, understanding, and that you're just caring about your business is, is always a great look.
Michael: Yeah. And so the three to four that you were checking out that you're like, nah, they don't fit, but this is like your due diligence, what was the things where you were like, actually, what was the one outta the, the four that you were looking at where you were like, And you know what I mean?
Like the bounce rate was super fast where you're just like, nah, I don't want to
Dalton: get on this one. Yeah. I think the ones that I would've pointed to like that were ones that looked like something I could have made, you know, in a week. I exclusively stock imagery. There's nothing that points to this office being special.
it is really cut and dry. And then certainly anybody that had less than like 4.4, 4.5 stars on Google with the, with their reviews at a good volume, that was always gonna be a huge concern.
Michael: Do you check more on Yelp or on Google?
Dalton: I check more on Google personally. Yeah. Okay, gotcha.
Interesting. Yelp is always interesting, right? There's, uh, different components to basically any rating or review site, whether it's Capterra for software or Yelp for, you know, basically anything. there's always a pay to play component, so I'm naturally a little, little skeptical, right? I think the overall rating is usually gonna be in good shape, but I also understand that the order in which things are presented to me isn't necessarily gonna be, I.
In the order of quality, uh mm-hmm. You know, the one through 10 isn't gonna necessarily be reflective of that quality.
Michael: Yeah, that's true. That's true. And so then on the, on the website that you went with the Broncos, everybody, right? Like in the ones that you decided to, that's it. How did you contact
Dalton: them?
Ooh, that's a good question. I'm not sure I remember. Uh, I believe that I filled out their contact us form. Okay. And that's what
Michael: you like?
Dalton: Yeah, that's, that's what I like. 'cause then I can, you know, drop a line, particularly if I'm, you know, buying software or something like that, I can drop a line to multiple different options.
See how they get back to me. To me, that's gonna be indicative of their performance as a business. And then go from there. Right. Maybe some, some offices weren't gonna be, Weren't going to be accepting new patients, anything like that. Of course, if that's the case, you'd expect a notice, you know, on the website that Hey, don't waste your time here, we're full.
Um, but then go from there in terms of, you know, responding to any emails that they send me, they expect a phone call, that type of thing.
Michael: Gotcha. Because sometimes, like when, I remember when I was working in the practice, like we would get a form filled out and they told us they wanted us. To call you guys.
Yeah, and I don't know if that was the best thing. Would you prefer that or would you prefer like a text message or an email? What would you prefer
Dalton: as an individual? I would prefer a text. I. As a marketer, my recommendation would be to hit 'em with everything you know, is, is an automated email, an automated text, and then a phone call after a little while.
Right. Just to, just to give people the options with the understanding of, Hey, I'm not gonna overwhelm this person over the course of a period, but I'm gonna make sure that as they get their information that they're hearing back from me through whatever channel they might be, uh, most accessible via.
Michael: What would be like the time period? So let's just say you hit 'em back with an email first. You don't hear from them and I don't know specific Then do we hit them back like the next day with a text and then if we don't hear them the third day, we hit them with a call? Or is it more like all in a 24
Dalton: hour period?
Uh, typically I'd get all of them within a 24 hour period, and then that'll kick off usually a sequence. So, A good example is right now, if you come to the Temp Me website and you fill out the form there, say, say you're a hygienist and, uh, you're interested in that number one within five minutes, actually it's, it's much closer to one minute, which is the target.
you'll get a text and you'll get an email just saying like, Hey, here's the link to download the app. And also here is an opportunity to speak with one of our onboarding representatives if you have questions about it. Here's, here's where you go to download or to schedule that. Then we'll, uh, we'll wait a day and then we'll send you, Hey, just checking in.
We saw you had the interest, you know, is now a good time to chat? Anything like that. And we'll also have a call or two placed at that point from our onboarding representatives. And so that's sequence, we'll, we'll spread out a couple texts, a couple emails across about a week. There are a lot of studies that show particularly on more of the outbound, right?
So it's not somebody coming into your website and filling out a form. But on the outbound side, it takes anywhere from like seven to 12 touches really to get somebody to pick up the phone or to accept that call, right? It, it takes time. It takes. Persistence as well. So I would encourage people to not give up.
Right. There's a good reason that somebody filled out that form in the first place. Maybe they found something else, maybe they haven't. But, a flurry of touches almost immediately is great. And then some persistent touches as well.
Michael: I like that. Okay, good. And then you mentioned make yourself culturally different, and then you mentioned temp me.
So what culturally makes temp me
Dalton: special? I. That's, that's my favorite question. are a super values driven culture, and by that I don't mean that we have anything just like plastered on the walls. Granted, we do have our values on the walls, but but the current space that we're in, we actually took over from a bank that had, the slogans put on the walls right there.
like an owner, you know, be empowered. You know, these really kind of vague things. ours. We're developed when our company was like five people, and they sat down and said, Hey, what makes us special? And so they came up with this list of five core values. And so those are things that we incorporate into everything that we do.
Uh, we hire by them if we ever need to part ways with somebody. We do that, buy the core values, right? So we go through and, and analyze is this person a fit based on our core values? And then we ensure that, all of the actions that we're taking are in alignment with those values. That serves as such a strong, guidepost, north Star, you know, whatever you want to call it.
And then our, our founders are extremely invested in those values and making sure that, you know, everybody else is as well. Um, so between that and then setting extremely high goals and, you know, giving a, a direct pathway toward reaching those goals is a great start for building the culture that you, that you want to see.
Michael: Gotcha. Okay. So what are Temp me's core values?
Dalton: Yeah, so number one is called it's your ship. Uh, what this really means is, Hey, we put a lot of faith in our hiring efforts. You've joined our team. We feel like you are the absolute best person to do exactly what you do. Go run with it. You don't need to ask for, for permission, uh, even when things don't go, uh, as perfectly as you'd think.
Learn from it, move on. Right? We want people to be empowered to make their own decisions. Of course, in a practice, you know, sometimes that can, I could see that going a little sideways, but for most of the day-to-day stuff, right? You're trained, you know what to do, go make it happen. Second one. Uh, hard work doesn't have to be serious for me.
This is super different than work hard, play hard, right? Mm-hmm. To me, in like a tech setting, work hard, play hard is going to be, you know, you're going to really kind of hate what you do from like eight to six, but then we might throw a killer happy hour where everybody just gets super messed up, right?
Like That's what work hard, play hard sounds like to me. Uh, don't get me wrong, we have great happy hours. Uh, that's, that's all fun too. But, For me, this is, Hey, we spend so much of our lives working, we should enjoy what we're doing. Both the output that you have as an individual, as well as the people that you're working with, right?
You're spending so much more time with your coworkers than you are, you know, even some of your best friends in a lot of cases. That they should be people that you enjoy. So if you're not enjoying those things, number one is, is that a you thing or do we need some to make some changes at, at a cultural structural level?
So that's one of my favorites honestly. number three is, is leave it better. So this one's I. Super practical. Hey, you walk into our kitchen at the office, uh, if you see a paper towel or something out, even if it's not yours, throw it away. Right? There's a, there's a percentage of people that make the world worse than they found it.
There's a large percentage of people that leave it about the same, which is cool too, right? You know, you're not, you're not leaving a negative impact or anything. But then there's a small percentage of people that actually leave the world better than they found it. And I like to apply this to conversations, you know, and, and any type of interaction in addition to the actual, like physical cleaning of any space.
I hope that your day is two to 5% better 'cause we have this conversation, right? I, I hope that I can bring a little bit of, uh, something interesting, something fun, you know, make your day just a little bit better because we've had this conversation and I think that that's really consistent throughout our organization as well.
number four is gonna be find a way or make one. So this comes from kind of the Hannibal Barka quote of, uh, taking the elephants, uh, over the Alps to Sack Rome. I could not say the Latin version. Uh, it's out there. It's, you know, if, if you're really curious, I'm sure you can Google it, but for this is, Hey, we, we don't give up at the first thing.
Right? You know, there are a lot of cool things about our platform just from a tech perspective that, you know, took multiple iterations and somebody saying, you know what? I'm not gonna give up on this until I find it. that is able to really help you achieve that next level of success, right? So we wanna make sure that people are diligent, that they're not easily dissuaded, that type of thing.
And then the last one is true believer. So, we want people to be on our team that really believe that we can achieve our goals, right? We want to change the way the world works, uh, not just for dentistry, but for for other verticals as well. And. That doesn't happen if you don't believe that it can.
Right. So this kind of ties into a lot of like Steve Jobs philosophy in quotes. but yeah, you have to believe to be able to succeed. So those are the five.
Michael: Okay, good. That's real. I like that. I like that a lot, especially, um, I like all of 'em, but I like to leave it better than or leave it better. Right.
Dalton: Yeah. And actually that one comes from a really cool story. So, um, one of our co-founders, Kerry, he grew up, well, actually both of our co-founders grew up in northern Michigan, but, uh, Kerry spent a lot of time traveling around the country with his mom in like a, an old station wagon. so Carrie and his mom and family would take a lot of these road trips and one time at a gas station.
Kerry goes to throw his water bottle away, you know, physically throw it at a few yards or whatever. He misses and tries to get in the car. His mom says, no, Kerry, what are you doing? Go pick it up. And so he's said, fine, mom, you know, whatever. He goes, picks up the water bottle, puts it in there, and he comes back to the car and his mom says, no.
Carrie, you're not done yet. There were, you know, a half dozen other pieces of trash right there while you're picking up your water bottle. You could have done that and you could have made the world a better place. Uh, you know, even if so slightly. And that's the kind of people that we are. So that's exactly where this core value comes from, is, is Carrie's mom and being, you know, one of those people that really strives for better and that, you know, leaving no impact isn't good enough.
We have to leave a good impact.
Michael: Yeah, I like that man, real quick, who's the founders of Tempe?
Dalton: Yeah, so Carrie Game and Ed Thomas are the, uh, are the partners that are now running things, but we also were founded by a 30 year hygienist, Debra Simmons, who actually came to them with the idea, right? She's like, Hey, this system isn't working.
You know, she, she was a hygienist as well as an office manager, and so she is like, man, I, I see the need for this. You guys, you know, are, are entrepreneurs. You've built businesses before. There's gotta be something here. Right? And so they, they worked it all out from there. Ed took it to Carrie. Carrie thought it was a terrible idea at first, actually.
And then, uh, they sat down and I think they, they stayed on the phone for like eight hours that night. Just hashing it out, you know, talking about, well, what if we did it this way? 'cause I think the original idea was I. More of a scheduling app, right? Mm-hmm. Of like, you can have one shared schedule that a bunch of people hop on, that type of thing.
And, uh, that, that wasn't gonna necessarily be the way, but now they settled on, you know, our, our current concept and really just have run with it from there. So, Deb isn't as involved in our business currently, but I, I know that she retained her stake and is, uh, still invested in the business, which is, which is really cool.
Michael: Gotcha. So currently, what is it right now? Temp me. Yeah,
Dalton: so a easy way to think about it is Uber for dental staffing, right? Uh, if you're in office, you go on, you post a shift that you've got coming up. Say, you know, your hygienist is taking a long weekend. She's gonna be out Thursday. It's Monday. Cool. I'm gonna post that, and it's gonna go automatically out to all of the relevant hygienists in your area.
So, they'll get notified via their phone. It's all through the app. They get notified, they can either accept it, they can counter offer, which is a pretty cool feature, or they can just leave it be, we don't have any minimums or anything like that that they need to meet to operate through our platform.
All the payments handled through the platform and, and everything like that. So it's really a quick, easy way to find the people that you need to keep your practice moving along. Is this
Michael: like available everywhere, everywhere right now or is it more, you know what I mean, like rural Texas?
Yeah.
Dalton: So right now we're doing, uh, good amounts of shifts in 22 states, uh, every week. and then, you know, some rural areas have great coverage. Others not so much, right? It's always gonna be dependent on whether or not there are enough people to build a marketplace there. So if there's. Three offices and 10 hygienists in, you know, 25 mile radius.
That's probably realistically not gonna be something that we can have a huge solve for unless, you know, people are really willing to expand their radius within the app and you know, they're driving 50, 75 miles, whatever that might be, to pick up shifts at an office. So we definitely do have much easier success in the metro areas, but it's not exclusive to the metro areas by any means.
You guys
Michael: vet like everybody or like what is the vetting process? So when it comes to all this,
Dalton: Yeah, great question. So every person that's on our platform, every professional that's on our platform has been vetted. So from a hygienist perspective, uh, to sign up, you're gonna need to enter, you know, all your basic information, you're gonna enter your licensure information.
So we'll check that, make sure there are no derogatory marks on the record, that everything's up to date, current, all that good stuff. And then we'll also require a picture of the state id. to, you know, make sure that you are, who you say you are. All, all things match up between kind of the three main areas there.
Then for the assistance, it's super similar except for, licensure for assistance varies wildly state by state. So we take that on a state by state basis. You know, I think Minnesota and Texas are great examples of, they operate super similarly to hygienists for the most part. If you're gonna have, you know, a license, we can pop on, check it out, all that good stuff.
Florida, our home state is super different. It's, there are three routes. You can have six months of on-the-job training, you can graduate from a program or you can pass a certification course. Right? So in those, different ways, we have to evaluate each of them. So you may have to submit some additional documentation, things like that.
And then we do ongoing verification as well. So at the end of every shift, that's worked through our platform, both parties. So the office and the professional are gonna rate one, another, one to five and include comments, right? So anybody who is consistently receiving poor remarks, uh, poor scores, you know, hey, they really don't know what they're doing, anything like that.
We'll have conversations with that person. Try to really get to the bottom. Is this an unreasonable ask from the office or is this person, you know, not really cut out to, be utilizing our platform? In which case, you know, we do have to restrict their access. Hmm. How often does that
Michael: happen, Dalton? Like where you're like, ah, you, I don't know how you even got on this platform.
Dalton: It's pretty rare. to the, I don't even know how you got on this platform. Never happens. The, that's, you know, that, that'd be the super extreme end of it. But I think the, Hey, your, your skills aren't quite up to where they need to be is probably less than one to 2% of our platform. So, you know, sometimes things come up, right.
We're all humans, they're, life is hard. There's gonna be. All these external things that can impact somebody's ability to do their job, but ultimately we, we have to, you know, prioritize patient care and making sure that patients are well taken care of, regardless of who, who's in the office that day.
Mm-hmm. So when it comes down to make those tough decisions, that's, what we signed up for, honestly.
Michael: Yeah. Okay. And this is for all like associates, hygienists, assistants, and everything? Or is it just right
Dalton: now? We've got hygienists and assistance currently, and then we should actually be rolling out associates in kind of, uh, we'll call 'em beta states here in the next 30 to 60 days, we'll call it.
So there are other considerations on the associate side, right? So you've gotta have matching. I. insurance. Right? So that's, that's one whole thing that has to be in place. We're expanding our background checks as well for that side, and then ensuring, you know, that we're, we've got all of the malpractice insurance and everything that's rolled up to the associates before we roll that out.
'cause, you know, missing some of those things would be, yeah, really rough. That's, that's not what we're trying to do. So that's the only reason that we haven't rolled those out already. But we're super excited to bring that functionality. We do permanent placement services for all three of those groups already, though.
Michael: I was gonna ask you that, like has it ever happened to where it's like, man, I love this person and they love us. Like, can we just keep them or
Dalton: all the time. Yeah, all the time. I mean, it's, we're, we exist because there's a staffing shortage, right? Mm-hmm. a lot of the time, uh, that's going to happen.
And so we just ask for our buyout fee, which is typically a couple thousand dollars. If you compare it to when I have to go hire somebody from my team, if I work with an external agency or anything like that, I'm gonna pay 20% of their salary. Our fee is significantly less than that. You know, it's, it's, you know, three grand or whatever.
it's, it's gonna be a much easier burden, but then it's all free and clear that office, that professional, uh, they're gonna be tied to one another. That's a W two employee moving forward and they're good to
Michael: go. Yeah. Nice. So what, what are, if I can ask, what are like the major, maybe top three major cities that are utilizing Tempe right
Dalton: now?
Tampa is a huge one for us. So that's, you know, we're born and raised in South Florida, so that one makes a ton of sense. Uh, and then there are quite a few others that are spread throughout the country. Atlanta is also very big for us, New York there I. Honestly, quite a few where we're doing really great business.
You know, I think people have really latched onto the concept and understood, hey, this is a new way to really get into what we call skill sharing, right? Mm-hmm. So, uh, even though the concept is very similar to gig work, we really shy away from that term because to, to us, that is somebody that is not necessarily specialized in the field that they're working, I could take my car, sign up for Uber, join kind of gig work right now. Uh, if, if that's something that I wanted to do, I could not start practicing hygiene or become an assistant, nor should I, but, uh, you know, we wanna recognize that these people have very specific skill sets that they have worked for.
years to develop. And so in, in utilizing our platform, they are truly sharing those skills with the greater marketplace. And we wanna be very cognizant of that. So I think people understand that, um, they're excited to have a little bit more freedom with how they work, uh, ability to gain extra income, things like that.
And then of course, offices need their staff to keep going. And as we've seen post covid, they're just. Quite frankly aren't enough dental staff to go around. So this type of skill sharing model I think is a great way to help bridge those gaps.
Michael: Gotcha. Okay. Nice. I like that. And then how does this kind of compare, or what would you say is like the, ' cause there's others, right?
Competitors, yeah. So well, what makes it different, I guess?
Dalton: Yeah, great question. I think we can break it up into both sides of the marketplace. Right? So which side are you more curious about? Offices or professionals? Ooh, both. I. Okay, uh, let's start with offices. One cool thing about our platform is offices don't have to pay to sign up and there's no monthly fee.
We only pay on the, or we only charge on the temp side when we actually help you get a fill. So we only charge after that connection has been made. That individual has confirmed that they're gonna work at your office, all that good stuff. So, From an office perspective, it's a great additional tool to have in case you ever need any type of staffing.
we also process all the payment through our platform, so certainly as opposed to, some competitors, but primarily, you know, more old school ways of like cutting a check or anything like that. You don't have to worry about any of that, which is obviously a huge positive for our professionals as well.
They get their money via direct deposit. In the latest at like four days, they also have the option to get express pay. So as soon as the hours are confirmed by both parties, they get paid out. They have to pay a small fee, you know, to tell the banks to hurry up is essentially what that fee is. that's a huge perk there.
another perk for our offices is that they can post up to five shifts without having to pay anything. You don't even have to enter your credit card information. So, You can really get a feel for if this is gonna be something that's gonna be beneficial for us as well as, you know, the, the provider quality is extremely high, particularly as compared to, you know, more traditional temp agencies where, you know, most of the, most of our providers do have a current full-time job.
There are people that are at the absolute peak of their profession that are just looking to pick up a little bit of extra work around the sides. So with that, you know, you're getting somebody who can come in, who's gonna take great care of your patients, who's gonna be, you know, more than likely a joy to work with around the office and is the epitome of a professional.
So those are kind of the, a few of the key areas that we offer for the offices. You know, there's tons of ancillary stuff like it's. Extremely easy to use, right? Mm-hmm. It takes about 45 seconds to post a shift that, that you've got open. as well as we've got some market rate guidance baked into that.
So based on your area, we're gonna kind of suggest are you at a hundred percent of the market value rate? Are you under, are you over? That type of thing, which really, you know, is a nice little coaching tool for offices to know what they really should be posting yet. 'cause sometimes it doesn't feel like it should be that high or that low, it's a great way to keep people in line.
On the professional side, it's, it's all about freedom, right? Mm-hmm. So we don't mm-hmm. Have any restrictions or anything like that, uh, baked into our platform. Professionals can use us, they can use other apps where whatever's gonna make the most sense for them is highly encouraged by us. Right? There's no minimum.
So if you want to work a shift that pops up on your phone, then great. Grab it. That's amazing. We're excited. We'd love to have you. Uh, but if it doesn't make sense for you to not work or to pick up any temp shifts for six months, a year, whatever that might be, then cool. Don't you know that we, we don't feel like we have, uh, any foot to stand on to tell people what to do.
And so we, we really want people to be able to make their own way in life, and we really like to break it down into more solid terms around the money that they can make. So, Across the nation. You know, a temporary hygienist full day shift is gonna net you 400 to four 50 bucks. So hey, you pick up one shift a month.
Cool. That's a car payment. You know, that's saving up for a vacation. These are really tangible things that we believe and see make a big impact on people's lives, and that's part of the reason why we do what we do is to see that impact and, and to see them be able to live a little bit better life.
Just because they work through our platform is, is really cool.
Michael: Yeah. Nice man. Okay. Awesome. So really, really great benefits. Features too. But benefits, right when it comes to professionals and also the office.
Dalton: Absolutely. And I should add one more thing is we put a huge emphasis on high touch with high tech.
So, you know, the platform is high tech. It's easy to use, it's great it operates, you know, as, as it intended, all that good stuff. But we've got a ton of real people that make temp me work. So whether that's. Uh, professional that's coming on. There's a team of onboarders that are just dedicated to making sure that all of their questions are answered, right?
We understand that this, you're using us full-time, part-time, whatever, this is still employment, right? This is where your money is coming from. We understand that that's not always gonna be the most comfortable thing to just sign up for an app and start accepting shifts. Right this, there's a lot at stake.
It feels like there's a lot at stake, so we wanna make sure that you hear from real people, that you have the opportunity to voice Any questions, concerns, anything like that? I. And then it's also very much true of our customer success team. It's a large team of some of the kindest, most helpful human beings that you've ever encountered in your life, so you can access them.
We've got very expanded hours, even though we're on the east coast. Uh, typically, you know, you can, you can reach us from seven to seven is, is typically what we say. And then, you're gonna be able to reach them by text, by email, by phone. There's a bunch of ways to make sure that you get what you need.
And I think that that's actually a huge differentiator for us in the marketplace.
Michael: So I like that, man. Yeah. it does come down to that like, we want convenience, we wanna reach out to people, we wanna be able to fill out that form. Text, you know what I mean? But when it comes to us wanting to complain or do or find somebody, we're like, I wanna speak to a human.
give me, you know what I mean, kind of thing. And so, or when we're having a hard time with something, sometimes we're not all tech savvy, right? Yeah, absolutely. So we do wanna speak to, to a human right instead of like, um, zero now and then talk. So I like that, man. Interesting. Now these next questions are just to get into the head of someone who isn't totally involved on the clinical side of dentistry, uh, every day.
What would you ton like to see more from a dentist?
Dalton: You mean just from a, a business perspective or specifically if I'm visiting the dentist, things like that. Let's do both. Okay. from a business perspective, I think that I'd like to see. More particularly private practice owners, really tapping into that sense of community that, I think a lot of us grew up with. Right. You know, I think about the dentist's office that I went to, growing up. I grew up in a small town, and so I went to the same dentist for basically my entire, you know, childhood life, you know, from three to 18 or or whatever it age it is.
You start going to the dentist, I don't even know. Really tapping into that from a marketing perspective, I think is extremely powerful. And I think that that's one of the areas that private practices can win in a market, you know, that we're all aware is, is largely being consolidated by, by DSOs. So that's one thing from a business perspective that I would absolutely love to see.
from a, you know, patient perspective, I really don't have any complaints, man. I, I think about, you know, all my, all my experiences. I walk in. Everybody at the front desk is extremely happy, welcoming, friendly. The booking process is smooth. You know, there's so many tools out there. If you go to a trade show these days and just wander the exhibit hall for a little bit, you're gonna just be inundated by all these platforms, tools, whatever, to make your business run more smoothly.
And I think. Plenty of offices are taking care of that. And then, you know, I, I hop in the chair and there's all this new equipment and tech and things, uh, not to mention, hygienists are just some of the most lovely people you've ever met in your life, right? Mm-hmm. It's, it's always gonna be somebody that, uh, Remembers my name, remembers my story is, is chatting with me even if I can't, you know, actually verbally respond.
So maybe that's, maybe that's one thing is better understanding of, uh, patients not being able to respond. Right. But I think that's pretty much a common joke in the, in the dental industry at this point. So, yeah, no, I really have no complaints. I, I think that dentistry is in a, is in a really interesting, uh, challenging place, right?
With, I think there are a lot of market factors that are making this. Industry tougher to be really successful in than it has historically been, but in my personal experience, that hasn't dissuaded anybody from doing right by their patients and treating people exceptionally well. Gotcha. Okay.
Michael: And then right now this can be, you can answer from either right, general population, patient perspective, or business, but pick one right now.
What do you dislike or hate about dentistry?
Dalton: Right now, I, I, I honestly hate that there aren't enough people in it to maintain the existing model that we've had. Right? I think there's a lot of discussions too. Increase the number of schools and increase the output in terms of dental staff as we move forward. But that's gonna take a while to really get to that point. So I think that's one of the things that's most frustrating for me is that this essential service isn't well enough staffed. Obviously that's, that's why we're here. But, uh, I think on a more personal level, that's frustrating to me to see. I see it in education as well.
Right. My, my wife has been a teacher now she's working on her PhD in education, so I, I see those very similarly of this group of really good people that are giving services that help us as a community, as as a country, you know, however you want to expand that haven't. Had the experience that's necessary for them to stay in that profession.
And so to see, you know, a large exodus for whatever those reasons may be is really sad to me. And, and I hope that, you know, we can kind of right this ship there through, I. Models like ours through getting more people into the profession, things like that. So that not only, is it easier to be in dentistry, but also it remains, possible for people to own small private practices.
Right. Because I think from, you know, just my personal experience that. Was something that made the whole dental experience way better for me, even as somebody who had expanders, retainers, braces, you know, all these really not fun things as a teenager, knowing that I was with Dr. Doherty and Carbondale, uh, and you know that I knew him and I knew the family.
All of that good stuff. I, knowing that I was in good hands was very reassuring to me. So, you know, I really wanna see that that model be sustainable and you know, people to be able to get into owning their own, you know, family practice.
Michael: Yeah. Interesting. Okay. And then, right now, what do you love about dentistry?
Dalton: Oh, the people. I mean, honestly, that's one of my favorite things about, dentistry. Absolutely. Anytime that we go to a trade show, the vast majority of people that we speak to are just some of the most pleasant, welcoming, friendly people you've ever met in your life. They seem to, you know, be.
Enthusiastic and just all of these really positive traits. It's amazing. And certainly speaking to our users, I get the exact same impression that these are people that care deeply about other people. Uh, these are people that want to make a positive impact and are also just really passionate about what they do.
I think all of those speak wonders to this particular group of people.
Michael: Nice. Awesome. Dalton, thank you so much for being with us. It's been a pleasure. But before we say goodbye, can you tell our listeners where they can find you? Yeah,
Dalton: for sure. You can find me on LinkedIn primarily is gonna be, you know, the most business one.
You can find me on Instagram. I don't post much, but uh, you know, if that's something that you're really into, I think my handle is handy Dalton. So, uh, you can find me there or if you have any questions about dental staffing or you know, wanna continue any of this conversation, you can certainly reach out to me directly via.
dalton@tempme.com. Temp me is T e M P m E E. So, uh, always happy to, you know, reach out and connect with people in the, in the dental space though. Awesome.
Michael: So guys, that's all gonna be in the show notes below. And Dalton, thank you so much for being with us. It's been a pleasure and we'll hear from
Dalton: you soon.
Awesome. Thank you Michael. I really appreciate it.
Hey guys, welcome to this week's Monday Morning Marketing episode! On today's episode we're sitting down with the brilliant Dr. Pejman Moghbeli, who unveils an ingenious array of marketing strategies that have been propelling his startup to success. Dr. Moghbeli delves into the intricacies of crafting personalized connections through Facebook, website, and Messenger ads. We also cover the essentials for your Google My Business profiles, call tracking techniques, and the art of impactful mailers. As the episode unfolds, Dr. Moghbeli also imparts invaluable insights into the realm of DIY approaches for thriving as a startup owner.
Whether you're an aspiring practice owner or a seasoned business enthusiast, listen to Dr. Moghbeli's startup journey to boost your marketing game!
You can reach out to Pejman Moghbeli here:
Website: https://risingsmilesdentistry.com/
Facebook: https://www.facebook.com/pejman.moghbeli
Instagram: https://www.instagram.com/thegame2388/
Other Mentions and Links:
Google My Business
Google Keyword Planner
Flex
Facebook Ads
Fiverr
Alibaba
CallRail
Google Local Services
Dr. Deangelo Webster
Open Dental
For more helpful tips, strategies, ideas, and marketing advice:
Instagram: https://www.instagram.com/thedentalmarketer/
The Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Paige. So talk to us about your startup. what advice would you give us suggestions or methods that will actually help us with our startup
Pejman: process? So in my case, uh, I opened late February. I didn't know when I was gonna open because I didn't know when I was gonna get my c o, but.
If I had to go back in time, I would've probably started marketing maybe a month before which I'm doing right now anyway, so I'll just tell you what I'm doing right now and I would've just kind of backtracked it a month earlier and done the same exact stuff.
Mm-hmm. for one, Facebook marketing, I do all my own Facebook marketing, so I run ads, campaign ads. I have one ad that's running Basically I have five photos. I have one of me with the staff. I have one with the assistants holding a little whitening thing.
I have me and, a patient shaking hands. I have another one, um, with me and my IT guy who's been a total lifesaver in this journey of mine. holding hands and for each blurb. I don't talk about dentistry, so I kind of say, Hey, this is, you know, Dan, my IT guy, you know, he's super nice and he doesn't like going to the dentist, but he's helping me out and call us if you need anything.
I don't advertise free whitening. I don't do any of that stuff. Um, the guy with me holding his hand, shaking his hand, um, kind of the same thing. Um, it doesn't look like an ad per se, um, which works. Uh, and then the best performing ad is the one where, My assistants went business to business, holding our brochures, shaking hands, and taking a selfie that way.
And once you put these ads out, you can put your own blurb into each different one, and then Facebook will allocate your daily budget to the best performing ad. And by far, my best performing ad is the one I just said, is the one where the assistants are shaking hands, um, with a bunch of business owners saying, Hey, we're a small business.
You know, we know it's important to help each other out and come visit us if you want. Here's our number and website. So Facebook allocates like 80% of my daily budget to that ad alone, which is, it's getting the most clicks, awareness, engagement, all that stuff. there's ads where they'll click it and they'll, it'll go to my website and that's it.
On the website, there's a book now button and the phone number, which is all being tracked. one set of ads with five of those pictures. The other set of ads is it goes directly to the scheduling website, which is flex in my case. Um, it goes directly to that. No website goes directly to that, and they can Facebook.
And the third ad is Facebook Messenger ads. And when they reply to those ads to any of the following, five, I just, or the five photos. It opens up a Facebook Messenger conversation with me. I have it automated, so when they reply, my blurb says, Hey, this is us. What demo needs do you have question mark.
They'll respond, I need a tooth pulled. I'll say, do you have insurance? They'll say, yes, and then it's all automated. They don't, no, they're talking to a robot for the first couple lines, and then I jump in to get more. Detailed information. And then I used to also do a fourth type ad ad, which was leads, which is, they click on it and all it says is, okay, great, you wanna be a patient?
What's your name and number? That's all we want from you, and we'll call you and we'll figure everything out. I got very few leads and the ones I did get every time we called them, they didn't pick up it went to voicemail, or they never showed. So without a doubt, I would say The website
Michael: ads, the scheduling
Pejman: ad, and the messenger ads all worked.
Michael: Gotcha. Uhhuh. So that's like the first thing you'd say. You'd backtrack, right? You're like, I'm gonna start pushing that. Yeah. I would do all this. I would do all this
Pejman: one month before I opened. I, I
Michael: wish
Pejman: I would've done it, but in my case, since I didn't know when I was gonna open because I had a c o issue, I didn't know when I was gonna open.
I didn't know when I was gonna hire. So maybe a month before. another thing I tried, and this was kind of so-so was instead of going through these companies, To get mailers at, you know, 40 cents a mailer, postage included. I said, you know what, I'm just gonna go to fiverr.com. I'm gonna get some person to design my postcard.
I had her use one of these images that I just talked about. Put 'em in the ad. Say put our membership logo, tracking phone number, website map, make it look nice and glossy. She sent me a P D F, both sides and my bio on the other page and you know, a little blurb there. She made it I think eight and a half by 11.
So I took up that P D F I went to Alibaba and then I found a bunch of these, um, Chinese, uh, postcard makers and I got a few that could do it for like 3 cents to print it. But then shipping was a pain because it takes a month from, go from Hong Kong, China to, you know, from Shanghai to mm-hmm. Phoenix. but all in all, it was $700 for 20,000 postcards.
Wow. So I got 20,000 postcards is a. I have a nice contact at Alibaba, so I trusted her. I paid it. It's all like verified and authenticated. Everything's legit. So yeah, the cards came from the design I made from the other lady. I had 20,000 cards here, but now the only thing I can't cheap out on is the actual postage.
I can't mm-hmm. Manipulate that. So then every week I would take 5,000 of these cards to PS them in the, and they would also bundle 'em in hundreds for, um, every day, every door direct mail. I would pick the routes, you know, income, whatever, whatever I would go to. And I would also have a tracking number there.
And then I would go to u ss p s with a cart of 5,000, which is, it wasn't too bad, but it was hot, so I had to like carry it. And then, yeah, and then every, every week I would hit 5,000, uh, addresses a week. I could either do 20,000 at once. You know, one, one person 20,000 times where I can be the same person four times in a month.
I did it that way and I got maybe like five, six patients that way, which is not great, which in my opinion was not a success. Now all in all, it ended up being like 21 cents a card, which is the absolute cheapest you can make it, and this is was amazing quality. Maybe I'll. Maybe I'll change up a few things, but I can't change postage.
Postage is still like $900 for 5,000? Mm-hmm. Mm-hmm. Cards every week. So that's like $4,000 for 20,000 postcards. Did it work? Not really.
Michael: Gotcha. So the postcard, you wouldn't, you wouldn't hit again. Or maybe like down the line, you're like, yeah, maybe down the line. Down the line. I can't make the postage.
The postage
Pejman: is the, expensive part.
Michael: The
Pejman: Alibaba on the design, that was super cheap. Shipping was cheap, but it's the postage I can't change. Yeah, but that, that, because the postage right now is, if you just go right now, it's 18 cents. Plus the cost of printing plus all that is like another three 4 cents and that's 22 cents a cart, which is as cheap as you can almost make it.
then I did Google ads and I had someone run 'em for a couple months, you know, people searching for terms and ad word. Google keyword planner, excluding certain words like Medicaid and putting certain other words, filling out the description, headline, all that phone number being tracked.
I use CallRail for tracking almost everything. CallRail. I use it for website, tracking, Google my business page tracking, Google ad tracking, Facebook tracking, postcard tracking. that's like. 10 bucks a month there. That's not, it's not a big deal. I also use Google Local Services ads.
They just figured this out a couple months ago where, as of January you can advertise with Google Local Services. So basically what this is, is you search dentists near me, and the first thing that pops up at the top, it
Michael: says like, Google Verify dentists, and this is above the ad. This is above all the other
Pejman: sponsored ads.
It's like, it's literally the first thing you'll ever see. So if you type like Plumber near me, you'll see at the very top. So I, but those are $110 every time someone calls. And you have to be kind of tricky with like, exclude certain insurances or Medicaid or whatever that you don't accept Leads that aren't there. And every time it's a nonsense lead, I get my money back. So it's actually kind of nice. but I've had people say, Hey, I just saw you. And they're like, oh, I saw you on the little thing. And the Google local services goes above sponsored as it goes above, even the map pack on the Google, it goes way up there.
It's, it's literally the first thing. and they just started that for dentistry in, January. And then just verifying your Google My Business page, optimizing it, filling it out. With nice keywords, nice map photos, updating with Google postings, optimizing it, and there's nothing else you can do. And anyone that says you can do more is full of it.
and then you can put like a tracking number there. and then yeah, Facebook, Google, Google Ads. I would've done all this, but a month before I opened it.
Michael: So basically like all this right here, You, you learned it on like the Facebook marketing. You did it, you learned it on your own, or did somebody help you or what?
Pejman: I did it on my own. Um, I also watched, I'm sure you guys know Dr. DeAngelo Webster. He had he has his own like startup. He's like my, mentor, you can say. Um, he doesn't walk me through it, but he has a class and I, he only has it where his goes to the website. and that's it.
You can customize an audience. You can make a lookalike audience. You can, mm-hmm. Basically, I can take my patient list. I can say, Hey, Facebook, only market to people who look like this. Not physically look, but who are demographically like this person and Facebook will automatically target.
women above this and income on that and searching this and their behavior, and only on the mobile feed, not on desktop. Nobody really is on the desktop or only between this hour and this hour. So
Michael: I did it
Pejman: I had Facebook take my existing patient list and I said, make a 1% lookalike audience, which is what that means is.
And I'll say, within a 10 miles it'll say, pick the 1% of people.
Michael: Who look the
Pejman: most, like the list I provided make a identical 1% copy of
Michael: this. And so these are highly targeted people who look just like my patient list. Not only that, the 1% of my patient list the 1% of the people who've already interacted
Pejman: with my Facebook already
Michael: called me, get me more people who look like these people.
Mm-hmm. And then I put
Pejman: all the, all of them in the ads. So all the Messenger ads and the click ads and the website ads are all 1%. It is not just, oh, here's 10 miles, hit everybody. I used to only target women, because men don't really, aren't very engaged in their healthcare. Mm-hmm. So I, I thought it was a waste of dollar
Michael: to do that.
Pejman: I still think it's a waste of dollar to do that. However, with the 1% it's so targeted that I think it overcomes even that obstacle. So right now Facebook is determining. Who those best people are. I have no idea if it's hitting only women or men or you know, above 25 moms or you know, whatever. So I did Instagram.
Instagram I wasn't a fan of. It's too young. Even with the 1%. I said, just forget, let's just do Facebook only. So right now I do a thousand dollars a month of Facebook ads, another like 1500 in Google ads, and that's it.
Michael: And so how many new patients are you getting right now? A month. Uh, may. I had 25. June
Pejman: I had 25.
and again, I'm, I'm a startup, so yeah. And then July I have like, I have no idea. I could start, I just, I dunno, maybe 15 or something.
Michael: Yeah, no, no, it's good man. It's good, especially if your budget's like, you know what I mean? We're just honing in on, on Facebook and you're getting the patients you want, right?
Pejman: yeah. You know, p p o and cash and even the ones who don't have insurance, I kind of, uh, navigate them towards our, uh, membership plan and, kind of that stuff. And it's just, it's the way you present. It matters more than, if you confuse them with too much information, it's not gonna work.
So on the Facebook, I say, we have a membership, you get 25% off, you get two free cleanings and blah, blah, blah. And then they say, how much is it? Okay, whatever. And then I book 'em. And I also use a remote software. I remote in. from my house or from my cell phone to our open dental, and I'll put 'em in then like five minutes and then that's it.
And that's it. And then how many people are on your team?
Michael: Just me and two assistants. Okay. Do they do that too? Like if they need it, do they know how to do all that or No,
Pejman: they know how to, once they call the office, they know how to do that. But if it's outside office hours, I do all that.
Michael: Oh, okay. Gotcha, gotcha.
Pejman: Like the messenger stuff is all me. And everything else, uh, they can do it when they're at the office.
Michael: Oh, nice man. Awesome. So then any other piece of advice you'd like to give or suggestions to our listeners?
Pejman: Um, yeah, learn to do it yourself because only you care about it as much as you do. Nobody else cares more than you do and don't fall for.
scare tactics from, people who don't have your best interest or are charging some ludicrous amount of money. Or just do it yourself. Learn it yourself. Go in a corner, watch some YouTube videos, ask questions. If you have any questions, you know, ask me. I learned it all my own. I also, you know, don't have that much, obligations in life.
So I do have a lot of time. It's a startup. I have a lot of time and I tweak everything. Every, I almost, I put a new picture in the ads every week. I say, oh, let's try this ad, or let's try that ad. Let, let me take away the ads that are wasting money and let me give all the budget to the good ads. And lemme take a photo of the whitening thing and maybe this will turn into an ad.
Lemme take a photo of this patient. I always tweak, I always look at it week to week. Which ads are doing well, what's the cost per click, cost per conversion, all that stuff.
Michael: Nice. Awesome. Paige, Matt, I appreciate your time and if anyone has further questions you can definitely find 'em on the dental market or society Facebook group or where can they reach out to you directly?
Facebook.
Pejman: they can message me or Instagram or just anywhere on social media. It's Okay.
Michael: Awesome man. So guys, that's gonna be in the show notes below. Hey man, I appreciate you. Thank you so much for this time and we will talk to you soon. Thank you.
Pejman: Thank you so much.
Are you looking to hit the ground running with powerful ground marketing strategies? Well look no further! Our ground marketing course offers a range of actionable steps utilizing local restaurants, gyms, corporate locations, and small businesses in your area! With step-by-step scripts, foolproof plans, and real-time video demonstrations, you'll master the art of effectively engaging with your local community to attract new patients effortlessly. Click this link to begin your transformative journey with our Ground Marketing Course now! https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
Guest: Syed ShahabuddinPractice Name: 311 DentalCheck out Sundar's Media:Website: http://www.311dental.com
Email: 311dentalfam@gmail.com
Other Mentions and Links:Venmo
Studio8e8
Heartland Dental
Kool-Aid
Ferrari
Toyota Corolla
Maserati
Dr. Farhan Momin
Joe Ross and Associates - Real Estate Broker
UPS
A-dec Chair
Spear Education
CareStack
CMOShare Marketing
MVP Mailhouse
Contagious - Jonah Berger
For more helpful tips, strategies, ideas, and marketing advice:
Instagram: https://www.instagram.com/thedentalmarketer/
The Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Facebook Group: https://www.facebook.com/groups/2031814726927041
My Key Takeaways:
- Performing a happiness exercise can be a great way to find what's really important in your life and align your values for the future!
- It is a privilege for us to see patients every day, so show them that they matter with a warm greeting and recognition!
- You do NOT need the most fancy piece of dental gear to impress patients. Get something they will actually talk about like a massage chair!
- All team members need to buy into the vision of the practice. When everyone brings their ideas and support to the practice, that's where it really shines.
- Personal touch can be lost in the fast-paced lifestyle of corporate dentistry. Honing in on one practice can really nurture and develop quality relationships with patients.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: All right. It's time to talk with our featured guest, Dr. Saed Shaha. Budin. Saed. How's it going?
Syed: It's going well, man. I'm blessed. Blessed to be here. Thanks for having me,
Michael: man. What do we gotta do to get one of them shirts?
Syed: It's a tough uh, a tough ask man.
That's where I got 'em from. Oh,
Michael: nice man.
Syed: Nice. I like that bunch brand new materials, man. This is just the beginning. This is, this is just the beginning. Yeah. Studio
Michael: 88 made that for you, right?
Syed: Studio 88 did the logo for me. Yeah. So I can't take any credit. I chose it. So I guess that takes some work, but yeah.
Michael: Yeah. That's a big decision. Yeah, no, that's true. But also say, can you tell us a little bit about your past, your present, how'd you get to where you are today?
Syed: Sure man. I'd love to. So, I grew up in Chicago land, Chicago land area, about 40 minutes west of city of Chicago. In the suburbs. You know, one of the only brown kids in my entire class.
Always had a little bit of a chip on my shoulder, always had some prove, you know, grew up. I wanted to always be I wanted to be a psychiatrist. Weird thing for a kid to want to be, but my uncle was a psychiatrist and I just saw the kind of respect that people gave him. He had his own business and I knew that he talked to, you know, his business was dealing with people and talking to people, and I loved that.
And that's really kind of what I wanted. Started a little, learn a little bit more about that and decided, nah, actually that's not what I wanna do. The field isn't what I thought it was. You know, you're kind of just pushing pills more than anything. But I, I can say that my sister's like psychiatrist have, at the same time that I was like, you know, late high school I was getting braces.
My orthodontist, I don't know how, what kind of language I could use on this. But he wasn't a very, like, he wasn't, he was nice, but he was kind of like full himself. So he I mean, I would go in and I'm a 16 year old kid, and this guy was just your typical uh, like Indian guy who always wishes that he wasn't Indian, he wishes he was white, you know, one of those guys.
So I have vivid memories of going in there and him just bragging about his life and where he is and where, how he got there. You see that girl up front? That white girl, that's my wife. And I'm like, okay. he pulled out his appointment book. He goes, look at all these patients. They all pay me $200 a month.
And I'm like, okay. He's like, see that car up there? That's mine anyway. Full of himself. Right? And I was like, man, this guy, I never wanna, I don't wanna be this guy. But when he would talk to me about why my mouth was the way that it was, I had some crazy issues. You know, I looked like a vampire canine teeth coming in weird ways.
He would talk to me about why my mouth did that, how my teeth got to where they were. And I just thought it was like, I thought that was so cool. And I was fascinated. So I was like, I wanna do this butt be this guy. So, that started my fascination with dentistry, man. You know, fast forward through college, I thought about nothing else.
I didn't have any backup plans. If I didn't get to dental school, I was gonna be a hand model in California or something. I didn't have anything. I had nothing planned. So, yeah, man. Went to dental school in Indiana. I feel weird just talking this long by myself, man, by the way. But
Michael: you're like, I've never done.
You feel like you're orthodontist guy. Yeah,
Syed: man, man, we're going full circle here. That's crazy that
Michael: he was like that though, that he was real quick. Backspace a little bit though. Psychiatry. When was the pivoting point where you're like, Nope, nevermind.
Syed: Good question. I, I just started to learn more about it and it was late.
And I just like, sat with my uncle and asked him like, what's, you know, what's like your life? Like, what's the day in the life like for you? And it's a lot less, I mean, what I realized is that I wanted to be something more of like a counselor or like a psychologist rather than a psychiatrist, because you spend like a couple minutes with the patient, I would hear him on phone calls and a phone call goes like this.
You know, this is Dr. Whatever. Dr. S. Yeah. What's going on? Okay. That medication's not working for you. Okay, let's try this other medication. I'll call it in for you. That's like mainly your conversation with patients. Sometimes it's like, okay, and they're very like, just deadpan. Okay. Yeah. You're thinking about hurting yourself.
Okay, let me get you started on this other medication. And that's all it is. It's a lot less of like, you know, Tell what, what's your, how are you feeling and what all that kind of stuff. I dunno, the, the connection isn't really there the way that I thought it would be, at least not for adult psych. Mm-hmm.
You know? that was the pivot when I was just like, it's kinda, you know, it's not what I thought. Yeah. It's not what, so you've always kind of had like any psychiatrist out there. If you're a psychiatrist, man, do your thing. I can't do it.
Michael: I can't, you know, you've always kind been, or it sounds like, I dunno if you've always, but like, You wanted to help, but more like on the internal, you know what I'm talking about?
Syed: Yeah.
Michael: Yeah. So why, why did, why did dentistry
Syed: have, how did that happen? I was fascinated by the science of it. My parents were typical Indian parents. We barely went to the dentist, like barely ever. But I just was like, I know I wanna do something, help. Because I wanted to make people feel better.
But I also wanted to have that connection. So like general medicine was kind of in the back of my mind, but then I started looking into dentistry as well. And I dunno, there, I think there was a website or something that I saw and it's talked about pros and cons of being a dentist and all that jazz.
So I was looking into this, you know, looking into, started looking into it and I was like, this is it. Own your own business, which is a big thing as well. I wanted to do. Big, huge part of wanting, wanting to be a dentist, and you build connections with people and you can make them feel better pretty easily.
So yeah, man.
Michael: Okay, nice man. So then fast forward and then you decided to open up your practice. How long were you an associate or working for an
Syed: associateship? Yeah, good question, man. There's a story there, but Graduated in 2017. I worked for Heartland Dental, big Corporate.
Mm-hmm. Dentistry they're like almost double the size I feel like, than they were when I started working with them. Worked with them for four years and then moved back to Chicagoland area. When I was working for them, the first, I really only had a plan to work with them for like a year, and I'm like, I'm just gonna work with them for a year, maybe learn some things, get my speed up, and then I'm go do my own thing somewhere.
I lost track of the vision. the vision was I wanna have my own business. I wanna be a leader. I wanna have my own practice throughout dental school. This is what I was thinking. And I'm like, you know, everything that I was learning at dental school, additional CE and stuff that I was doing in dental school, additional leadership, things I was learning was all to set me up for that.
But when you work for a place like like Heartland, again, I'm not trying to throw shade, but you drink the Heartland Kool-Aid, everybody tells you there's no way out of this corporate thing. You gotta work with us and this is the best option. All these people who have practices, they're gonna be gone.
We're gonna buy them all out, all that jazz. And it was just, you know, I was just listening to it and I should have paid no money to it, you know? So I lost track of the vision, when I was working for them.
Michael: Okay, so when did you snap back into reality, I guess you can say, and been like, nah, man, like, I'm gonna do my own thing.
Syed: That's a good question, man. You're a good interviewer. Can we just take a second? Appreciate
Michael: that'll. I'll Venmo you somebody later. Yeah, yeah. Cool, cool, cool.
Syed: Corny, I did a happiness exercise. My wife and I did a happiness exercise. This is what the exercise is, and I always advise everyone to do this Wherever you are in life, whether you've already started working, or you haven't started working, you haven't even thought of your profession yet, here's the exercise.
Sit down, think very, very deeply about everything that you need in life to be happy. Everything that. Money, what kind of money you wanna make? What kind of material things do you wanna do? You want a Ferrari? Are you okay with a Corolla? What kind of house do you want? What kind of life do you want? Do you wanna have free time?
Do you wanna go and travel? Do you wanna have time with your family? You wanna live close to family? All of that jazz, literally everything. And take like a full day and just do that. And then you have a vision. You have a life that you've built out for yourself in the future. You've decided these are the things that are gonna make me happy and just never compromise on those things. What happens is you get caught up in the chase. I'm sure that you know, you can sympathize. I'm sure that a lot of you guys can sympathize.
You get caught up. This other person, this other, this friend that I went to dental school with is now they have three practices and I'm still here as an associate or whatever it is. You know, my friend who was went into, didn't even go to college, is driving a freaking Maserati and I'm out here with my whatever, it's, the chase clouds you here and it's it's dangerous because it keeps you from again, You lose track of your vision.
What's gonna keep me happy? What do I need to be happy? So, in that list that I wrote up was living close to my family. I didn't live close family when I was working with Heartland, having my own thing, I would, that wasn't the case for me. So just a whole list of things,
Michael: you know. That's interesting. besides that, besides owning your business and living close to family?
What were some of the things that you needed or you need to be happy?
Syed: I need to be fulfilled in what I'm doing, and part of that involves just providing like a great patient experience that, I can only do if I'm doing my own thing. So that's one thing is being fulfilled, you know, in my job, I'm not even gonna mention the the money thing because I'm making my less money right now and probably will be for a year than when I was working with Heartland, probably for the next three years, to be honest with you.
But I had a number in mind and it's actually, it doesn't cost that much to, to keep me happy. Personally. I wanted to be stress free and be able to spend time with my wife, like a lot of time with my wife and not just like two, three hours in a day. I needed to be close to my parents.
there's a lot on the list, but Yeah, I dunno. Okay,
Michael: man. No, it's good. Its good now. No, it's good. It's good. Like, uh, right now, does your wife work with you or no? Yeah. Okay. So you're close, right? Yeah. Like it's good. Yeah. And then so the other stuff is I can't get away from her, you know?
You don't want to either, man. It's nice like, yeah. Yeah. That's good. It's good that you're, you know what I mean? You did a happiness test and like realized and pivoted. How easy has this process been? So let me ask you like, When did you start looking for locations?
Syed: I started looking for locations. It would've been around like May, June last year. Officially started like, kind of like looking at locations and turning off the idea of buying a practice and then turned to the idea of starting out my own. Oh, so you were looking
Michael: for an acquisition first?
I was. did you not find one that you were looking for or?
Syed: yeah, partly that is part of the thing. For the longest time. So I'm really risk averse. I mean, this is the biggest risk I've ever taken in my life. I really try to make calculated decisions and I play it safe.
Like I play it really safe. So my first thought was if I'm gonna have, if I'm gonna buy, if I'm gonna get a, have a practice of my own, I want something that's already established where I already know it's gonna be successful. I already know there's a guaranteed income already coming in. There's patients already there.
So, I started looking into different brokers and talking to them about what kind of practice did they had and nothing was it, you know? and then I started realizing, as I talked to like more and more people outside of brokers, the way that the dental market is the, for offices, there's a couple of people, especially if you're in a big city like I am, Chicagoland.
There's a couple of people who have, the brokers have them on speed dial because they're gonna offer the best price. And Heartland Dental's one of them, all these corporate places, you hard to compete with those people. If you don't have that kinda capital, you don't have anything to really show for it, you know?
So, the only other option really was to then hit up dentists who are gonna retire or people practices that I liked, and then tell them, Hey, when you retire, would you be open to me buying this practice? Okay, when are you gonna retire? Two, three years? Two outside of my time zone, you know, it was like it was gonna take too long.
Had a conversation with a friend of Farhan. I'm gonna shout. He was gonna start up a practice and I was gonna buy a practice. We had that conversation and we flipped. He bought a practice and then I started up my own practice. Mm-hmm. Cause he was just like, these are the, here's the pearls for having a practice, start a practice.
Like you can set everything. That sounds really good. That sounds awesome. It's gonna take some time, but it's my own thing and I made every decision and it's a startup and it's something I'm always, I mean, it's sounds like it's a lot of fun. And he just realized like, I don't think I wanna do that. I think I just wanna buy something more established.
It was weird. We did this 180 thing, both of us, but
Michael: So then you found the location, you, was it immediately the first location you found, or were you like,
Syed: no.
Yeah, I worked with I worked with a couple of real estate brokers here. Dental real estate brokers. Mm-hmm. Actually not just dental, but health. Joe Ross and Associates. I gotta give him a shout out. They gave me kind of like a list of all the places that were sort of available and I went and checked out a bunch and I was like, okay, sure.
Yeah. Maybe this one. Maybe this one. They checked some of the boxes. They weren't checking all of them, but I was like, I have to. And then I just went on a drive one day and I just found this spot here and it's the perfect size widthwise that I wanted. And it looked nice. Like it relatively new built like 10 years ago, I think, 19 years ago in the location that I wanted.
before we scouted locations, my wife and I made dental appointments at a bunch of offices. Like in the area, and I was like, okay, I know what my competition is now. Yeah. Hold on, hold on.
Michael: Why'd you do that? Why'd, why'd you, what was the point of that?
Syed: The point of it was to, I'm always trying to learn.
I'm always trying to improve. I picked up little things here and there from some of these places. Like, a little thing that I put into the patient experience here, but mostly to see, okay, what is my real competition care if I open up? Is there somebody down the street who's gonna do a better job than I'm?
And if that's the case, I can't have confidence in myself and if I can't have confidence in myself, how is anybody else? But, so that's, that was kinda the reason why I did that. did you go,
Michael: you went to these locations and got the,
Syed: my wife and I did. Yeah. What were some of the things you
Michael: picked up?
Syed: One of the places that I went to wasn't even in the areas that I was looking at, but they're a huge name in Chicago, land area. I won't say their name. Mm-hmm. But they're a huge name here and you've probably heard of them and everybody probably has. their design was incredible. It was impeccable.
Whoever is designing those offices, freaking kudos to you. And there was a lot of stuff like, they're really like one of. Cool offices, you know, so they had little, little things that I was like, that's, that's a thing that I'm gonna try to put incorporate later on, you know? But then there was things about the patient experience that I didn't enjoy.
And the sad reality is that, single location practices are kind of few and far in between. That I have found, at least in the big city like Chicagoland, even that place that I'm talking about has like seven locations. They're opening their seventh and eighth location, and when that happens, man, the patient experience just falls by the wayside because the owner of the practice, the, the person who has the most stake in that business is not in the practice.
And when that's not the case, then who's overseeing this? Somebody that you just pay. An office manager or somebody, they don't have the same stake in the practice as you do as a practice owner. So yeah, that stuff just falls by the wayside. And then you, you know, because the patient experience is suffering, now you gotta, now you've gotta compromise on cost for things.
You gotta compromise on the time you spend with patients. It's all related. Mm-hmm. It's all related. So then you gotta change the vision for your whole practice and. I'm just gonna start thinking now mold seven, eight locations and just getting my profit that way versus just honing in on that one practice and providing the best experience.
That's just kind of what I have seen working with the corporate places that working with Heartland that I, you know, I did for four years and then just kind of looking around and being like, look, there's a practice here quarter of a mile down the way, literally two minutes you turn here and there's another practice there.
Three on the street over here. There's like so many practices that are around here, and every single one of them is one of X locations, and the patient experience is not there, you know? Mm-hmm. So that was my vision now then was to, I'm just going to hone in on that and that's what's gonna be, that's what's gonna be our shake.
It's gonna take us a little time to get there. In terms of, success, let's call it. But if my patient experience is the way that I have envisioned it and the way that my team has envisioned it, we've come up with it together, people will be happy So then
Michael: when it came to the specific things like the design, what was it like? You're like, I'm gonna, what was it, what was it and the design that you're like, I'm gonna take that, and what was it where you're like, dang, they're patient experience cause of this specific thing sucks.
Syed: Design was the way that they engaged, like social media was a thing.
Mm. I was like, I wanna do that. Cause people want that. People would love for their dentist to have that. So this is the way that they engaged with their audience was good. Like, there were hashtags things, there were QR codes everywhere. Why are my teeth bleeding? QR code? It takes it to a video of theirs.
You know, it was like that kind of stuff. Mm-hmm. So that's down the line. That's where I'm going. That's where I would like, I would love to have that kinda thing. The list of things that I picked up that were negative is way longer. as simple as when you walk in, are people even noticing you?
Mm-hmm. Are they taking you for granted as a patient? Do they appreciate you as a patient or are they just like, yeah. we're here and it's a priv, it's your privilege to be here and have an appointment with us. It's really the opposite. I mean, our field has changed. It's more customer service oriented and you have to have the mindset because it's true that it's our privilege to treat any of these people.
It's our privilege. So that they let the, that they let us put our hands in their mouths and, for even to have 'em sit in the chair, we spend the money to get them in. so you have to realize that it's a privilege to see patients. And I didn't treat, I didn't, I wasn't treated that way when I was at these places.
Like I walk in nice. Two gals at the front, none of them acknowledged me. I went up and I'm like, Hey, they're like looking up to me bored and not fulfilled with their jobs. So they're just like, yeah, can I help you? I'm like, yeah, I got an appointment. what do you mean? What do you think I'm doing over here?
selling you watches? Like what do you think is happening I have an appointment. My name looks like it might beha. Just do your little research, you know? Little things like that, There was just no clarity on who's gonna even see me and who's gonna do my cleaning.
Like Mm. Just it was clear that it was the male, you know? And then after I come in, there were like 10 people who came in after me. People were waiting. Wow.
Michael: so then you mentioned something you're like, I'm gonna keep doing, I want to hone in on this, which is the patient experience, right.
Until you reach success, what's success look like to you?
Syed: Great question. Success for me is we are able to provide care for a lot of people and not compromise on our patient experience. That's success to me. And I pay my bills. pay my bills and I keep myself happy and my wife happy. and that's really it.
That's success to me is being able to provide patient experience, enough that I am happy and my staff is happy and my patients are happy. That's vague. I know. And I'm sorry, but, I don't know if I have a number in mind, you know, but what's your, what's your breakeven number? there's some things that I spent a lot of money on.
There's some things I did not spend a lot of money on, but, per month it's around like $35,000 would be breakeven.
Michael: Okay. Okay. So
Syed: it's for a seven operatory location, 2200 square feet. Uh, Around there, you know, that's including, that's the loan, that's everybody's salary and included, excluding mine, Which, yeah, I mean, I saved up some money. I'm not paying myself really a lot. Yeah. I pay myself a little bit, but I'm not paying myself a lot. Yeah. I'm paying myself, my wife and I on the same salary.
Michael: Okay. Gotcha. Gotcha. When it comes to, uh, what you spent a lot on, in little on, what was that?
Syed: I don't even say a lot.
I spend money on things that when people come into the office, it's the things that they talk about. I got a massage chair. Mm-hmm. Um, It's not a lot. It's $1,600. One of my, one of my chairs is $7,000. My dental chair at $7,000. So like what's $1,600? Anybody who comes in? The UPS guy. Anybody who delivers anything.
My cleaning people when they come in, Patients when they walk in, they walk when we're giving them the tour, I don't even point out to massage chair. They walk by and they, they walk like this and then they go, what is that? And they do a double take I'm like, well massage. What is that about?
I'm like, if you have to wait a long time, I don't want you to have a bad experience. You can sit in the massage chair or even after today. Why don't you sit right now? And I give 15 minutes in massage chair and walk out and. where do I sign up? It's small things like, dude, I, I have sat in my chair, massage chair like once, but and it's a great one, but it was just an Amazon massage chair.
It's nothing special. But one of the things I learned is that if you just go, if patients expect this, you just gotta be just right, just right above that and they're gonna be minds blown minds. Mm-hmm. You know? Thousands of dollars on 3D printers and all of this stuff. Some of it to market to patients.
I mean, if you're gonna use it, do your thing. I mean, I'm probably gonna get one too eventually. But they just like spend all this money on things that, for the patient experience that patients never pick up on. Like if ate a chair. Mm-hmm. Chair, it's not me. If you do it, that's cool. A deck. No shade, but I just didn't feel like patients ever cared.
I've been in offices where there were eight egg chairs and patients never mentioned it once, but my cheap chair has a $500 massage in it. And patients comment on that all the time. Yeah, just like these little balloons that rise and fall behind you, like right here. Oh, yeah, yeah, yeah. They just love it.
They love it, man. So, the things I spent a lot of money on were, I didn't even, I negotiated. Tenant improvement. I didn't even negotiate rent. I was like, whatever your rent number is, that's fine. I'm probably paying a lot for this area. It's gonna be like rent and my maintenance stuff in by close to $9,000.
Mm-hmm. So I don't know if that's a lot or not, but I I feel like it's,
Michael: yeah. $9,000. Yeah. Yeah it is. Okay. So then these are some of the things I like that the, the cook for marketing, the massage chair. Right. Like, you know what I mean? Yeah. It's really, really interesting. Yeah. When it comes to um, the, well, actually, let me rewind a little bit.
How much was your build out?
Syed: Build out was, I just wrote the check yesterday, the build out, the final one. 300, like 34, 30 5,000.
Michael: So it was three around $335,000. How was the construction process?
Syed: You know what, man? I hear some horror stories out there.
I did not have that. Thank God. you know, the guy that I went to, he builds a bunch of offices around here. I know several people who, he was definitely quick. But he was quick, but I had no idea when he was gonna do what, like there was no schedule. So it was kind of like unpredictable.
But I'm grateful to be where I'm, where I am. We started, we broke around in October and then we were built out mostly February. like, I had equipment and it people come in. So, you know, like four or five months I hear some horror stories where it takes people a year, I think if you're gonna go through that process, that's an important question to ask of contractors is how many projects do you have going on right now?
How long does it usually take for you to build out an office from where it is right now to the final, you know, thing? So that's a question I asked everybody. He was like, I take four months, just write, like, just right off the bat. And I was like, oh, okay. Other people were like, ah, it depends, you know, this, this, so he took four months.
He did a great job. There were small things that I wish I had more input in. It definitely wasn't a thing where we sat down and came up with the vision for the practice. He is like, yeah, okay, we gotta layout together. He just started doing it and I was like, wait, wait, wait. What about uh, this? He's like, okay, I guess we can do that if you wanna do that.
And I'm like, well, you already did the whole other thing. Let's just go that route.
Michael: Yeah. Yeah. What were some things that you wish you had more input on?
Syed: Man. Design stuff. It's all just finishes mostly. Mostly finishes. The floor plan I had input on, we sat, we, we did as something. We sat together and were like, this is where I want these ops and all that jazz.
I want them this big. But design stuff like, you know, we have a sink in the hallway and he just put up this blue tile and this ugly gold little border. And I was like, dude, this looks like my mom designed it, but. I mean, yeah, it would've been nicer if I could have found a better thing. To be fair though, now that everything's built, it actually looks pretty nice, so, ok.
He knows what he's doing. I don't, but, you know, no, that makes,
Michael: makes sense. Right Now, how many employees do you have?
Syed: Four, including myself. When did you open this week?
Michael: wow. Wow.
Syed: Okay. Okay. Technically this week. So we I mean we had a soft opening. we've been technically seeing patients for like two weeks.
That's just been friends and family. We started seeing our outside patients this week. Technically Thursday actually, but last Thursday. Okay. Okay. It was an accident, but yeah.
Michael: Lemme ask you, lemme ask you what, are you open? Did you feel like. At the end of the day, once your first opening day or once this weekend, would you like we were prepped, we were prepared, or were you like, I forgot this, I forgot that.
Or I should have thought about this, or We should have done this.
Syed: Yeah, no, I mean, we're prepared. Okay. We're good. I don't, we're not like, we're not crazy. Busy, busy. So there are things that I wish I had done earlier, which is where a schedule would have, I think helped. You know, a schedule for my contractor, but I wish, I wish I started marketing efforts earlier.
I wish I started ground marketing earlier. I wish I did all these things earlier, but, it is what it is. So, like, you know, that first day we saw, like we saw three patients, the appointments, there's I do something called a tour appointment that I got from spear. Education. basically it's like a 90 minute appointment and I take them on a tour of their mouth.
I take photos of my DSLR camera, we take an interoral scan, we do a bunch of stuff. so that's like a 90 minute appointment. And we had three of those first day. And then the next day it was like, you know, a couple, this has been a couple every day. It's not like I'm packed. No, I get, we have the time.
I to also just sort of. It's not like we're slammed and we're like burnt out, I'm still going home at six every day. We close at six, we go home at like six 15 every day. But it's because I put in a lot of prep work. We started training like I hired in January and for the first week, We were just at home just learning stuff for the software.
We, we use Cares Stack. Mm-hmm. So we were just learning Carest Stack for a full week and then we spent a good month training outside of the office on our vision. We spent two days just getting to know each other, learning new personality types and all that stuff. We went an escape room together. But basically just coming up with the vision for the practice together.
I needed my everybody to buy into the vision of the practice, to buy into the experience, to buy into what kind of things we're gonna be doing for people. And they really did. I'm so grateful we, I did that because now anything that's going up on our social media is them. Anything that, any new ideas that we have, marketing wise, it's them.
It's not me. I'm not great at that stuff, you know? Mm-hmm. So, they really bought in and made it theirs. It's been awesome to see. I'm proud of them. Nice man.
Michael: That's good. What are you guys doing for marketing and advertising then?
Syed: Good question. We so Studio a, d a, you would mentioned them. So they built out my website.
I have SEMO share doing my online marketing, SEO and ads and stuff like that. We just started like maybe a month ago with that stuff, ask me in a couple months how it's going. But and then we've got MVP mail house. We're using them for print marketing and your ground marketing course.
Have you started ground marketing or no? Yeah, so we did. We did, but so many people were asking, are you guys open yet? And we're like, we have to say like, no, we're not yet, but in a month, check this out. Ha ha. They're like, oh, ok ha. And then you can see them just the interest just weighing down. And part of that is to us, we probably could have done better things during the, during our scripts, but now, like next week, we're gonna hit it very hard.
You know, we're gonna hit ground marketing very hard every day. We're going as we have a couple hours planned. Yeah. And we're just gonna be on the community. We're doing a couple of things here and there. Like next week we have a middle school, we're going to a career fair, so we're gonna have a spin wheel.
I think it's gonna be cool. We've done a couple of daycares and sent home some stuff with the kids, you know, being like, Hey, we're three 11 dental to their parents. So we've done a couple of things here and there. We're gonna be at farmer's markets and all that stuff. So yeah, we had meetings where we decided this, we're gonna hit up this event, we're gonna be at this event, we're gonna be at this event.
That's what we wanna be. We wanna be that office that is very active in the community and that like, you know, you're a little annoyed with because of how much they, they're in your face. Yeah. We're not gonna do a billboard or anything, but I wanna be out there, you know?
Michael: Yeah. No, that's good. So hold up real quick.
Rewind. You didn't get their information when they're like, are you open yet?
Syed: We did. And then some of those people when we called back, we got some people scheduled. It's not like, yeah, half the people that we have scheduled were from those lists. But a lot of them were like, oh no, I need to find somebody like right now.
And I was like, you can't just wait. They can't wait like a month. You can't wait. Well, you know, two months actually. Yeah. Yeah. Okay. Some of them are like, yeah, you know what uh, call me back at this time. You know, call me back in a couple months where you guys are. So we have called those people back. We're gonna hit up those businesses again.
Yeah. It's not a big deal. We're gonna get it again. You know? Yeah. Now that everything is built out, now that this place is like, it looks so nice. I'm trying to be aggressive with getting people into the office and meeting us. Cause we're on conversion there. Who much and us. it's good.
So we're trying to be aggressive. So, at first I was like, I don't know if I should offer free whitening. Sounds like it's gonna cost a lot per patient, but now I'm like, yeah, whatever. I mean, whatever gets people in I'm confident that they'll stay. Yeah.
Michael: Okay man. Yeah, I mean, remember like as long as you're following up and calling them right and following up or, you know, you can text too.
They feel like people reply faster with text now, but however you wanna do it, like keep it up man. You know what I mean? When it comes to these leads. Cause they, they were interested in you. They're like, yeah, gimme my information. They already do that first transaction,
Syed: you know? Right, right. Yeah.
Michael: So do you have, are you doing that or is it your, somebody in your team doing that or?
Syed: It was me and my team. My wife would be answering calls. Sh she wouldn't be with me. She's also not like a crazy people person, but my front desk assistant and my dental assistant, they don't think they are, but they are. Yeah. So, I take them with me and we go, and sometimes I just send them, you know, they have different conversations that they had, they can have with people when I'm not even there.
Sometimes I just send
Syed Shahabuddin DRAFT-cm: them
Michael: out. Okay, man. That's good. So then, sorry, throughout this process, I guess from the moment you decided I'm gonna do my own practice, right? Maybe you were still in Heartland, but you decided it. Right. So today, what's been some of your biggest struggles or fails or pitfalls?
Syed: From the moment that I decided, just believing. In myself. And like I said, I'm risk averse. I don't take big risks. So overcoming that and being like, if you have a set vision and if you believe in yourself, you believe in the experience that you provide, what's gonna stop you?
Sure. It'll take a little time, but you'll be good. You know? Mm-hmm. That's just, just having confidence. That's kinda the biggest thing. I mean, I'm confident in my clinical ability, and I'm confident when I talk to people and case acceptance wise, that kind of stuff, I'm confident there.
But, you know, as far as like the business goes and then going out into the community and getting people and. Having a brand of your own to be proud of and to be confident in is kind of a different thing. So, it didn't take me long though, to be honest with you. Mm-hmm. It took a couple, it took just some, some time just to think about myself and my wife and just talking about it and what really sped that up was going to these other offices and being like, okay, you know what, nah, I think we're fine.
Yeah. You know, That was my biggest pitfall, I would say. But I mean, it's just small things here and there. Every day there's a new pitfall, there's little things every single time, you know? Yeah. Like, you know, we, we, we had got these hip out bins for organization and putting those things together was like a freaking pain and a half.
It took whole day, went back and forth to Menards, got the wrong thing, those stupid little things like that. I'm grateful. It's been nothing big. Yeah. Getting was an issue. That was kind of a big issue, but you know, I don't know if you want me to talk about that, but Yeah,
Michael: no, we, we, we can dive into that a little bit.
I just wanna back to the confidence thing. Yeah. You still feel like you struggle
Syed: with that?
I'm gonna sound like a douche bag. No, I don't. Yeah. I don't, I'm
Michael: what helped. What helped? Because it sounds like maybe you don't struggle with that part of the confidence, but when it comes to like, I dunno, ground marketing or anything else, you're a hundred percent confident or Now I am.
Syed: Okay. Why? Because I've seen what's out there.
I've seen what's out there. I've gotten a couple of patients in and they're, I, I see what they enjoy and I just see the look on their faces when they walk into an operatory and it says, Hey, Saed. And there's a customized thing to them based off of a menu that they filled out, you know? Mm-hmm. And I just hear the comments from people, things like I walked in and I didn't, I thought I was in the wrong place.
I didn't know it was a dental office. That inspires confidence. people who are like, okay, for instance, like my, one of my assistant's moms with my, my first patients here has been a little afraid to go to the dentist for years. Came in, met me, saw the place. She needs some extensive treatment and she's excited about the treatment.
Now after having gone through this whole experience here. So that inspires confidence. I mean, it's just little things like that, you know? I think the lack of confidence was, are people going to enjoy it? Are I spent so much time building up this vision, building up this experience, picking little tiny things, you know, I spent all this damn money on this place.
Are people gonna enjoy it enough to. am I gonna be able to pay these bills? So, seeing how people come in and seeing what's out there, what's around me in terms of like, you know, the other offices that are here, they're all corporate. That inspires confidence. The phone calls that we get, listen to them and then people being like, I just came from this other office and bike.
I don't know what they're doing, but that's they, the whole thing just went downhill. I was a patient with theirs for years, and now I feel like I'm a number, Yeah. I mean, I'm kind of being kinda redundant, but all of that expires confidence for me.
Michael: honestly say, I feel like you kind of had always, or you've had that hope, and then once you met it here halfway, they were like, Yes.
They, they confirmed your hope, right? They confirmed your faith or your, or whatever you wanna call it, confidence, right? And then boom, right. Confidence. You're like, I thought this was gonna happen. This is happening, right. Kind of thing. Yeah. That's a good,
Syed: yeah. You should be a psychiatrist, dude.
You needed
Michael: medicine. And uh, yeah. So then one of the last questions I wanna ask you is, throughout this process, how is it affecting your personal life?
Syed: You know what? My wife works with me. It's not, if anything, it's improving our relationship, honestly. I mean, like I said, we talked about the happiness, my happiness I dunno what you wanna call it.
That dude the exercise, the happiness exercise. Mm-hmm. She was a big part of it. We went through that together, so, it's improved my personal life as far as my wife is go. I don't see friends. Yeah. Like at all anymore. I haven't met up with friends for a long time. I used to meet up with them on the weekly, you know, and I, we used to be fairly social, but in the past six months, Yeah, I can count on my hands the number of times I've hung out with people.
Family, you know, I try to see family on the weekly. I see my parents at least, but I definitely see them a lot less. But I know that that's temporary and that's right now, but my wife was the biggest part of my life. Mm-hmm. I see her every day. That's great. I mean, I see her for hours. I see her every single second pretty much.
Yeah. Yeah. You know, which I advise if you can make that happen and you like the person that you were married to.
You? Yeah. Good. Cause this sucks, man. When I started working and when you first get outta dental school, you know nothing. So I spent, I would come home from work and you'd already be burnt out. And then I spent three hours on spirit online education, just learning stuff for like five months. I did that and then, you know, and my, my wife is just, She's working as well.
But then, you know, there, we didn't spend much time together and we were relatively young in our marriage. Like three years in when I, that was happening. I spent five months doing that. And then even still, I come home after that and it's three hours and two, three hours. I'm burnt out, I'm tired. It's like, are we gonna talk about now?
It's just watch TV and go to sleep and just repeat. Mm. You know? And so I just didn't like that. Yeah, I don't
Michael: at all. Yeah, it's not a good way to, you know what I mean? There's no
Syed: communication. Yeah, but that's the average, that's your average marriage, right? I mean, think about it nowadays, but nowadays people are working from home and maybe it's different, but um, this is before Covid, so I mean, that's just your average marriage and it's just you have the weekend and you have some evenings to each other if you're not burnt out, and then that's when communication fails and all of that stuff, Yeah, we're really getting into more marriage counseling here, but,
Michael: No, no, but it's good man. It's good. It's, that's why I asked the question about how it affects your personal life, right? It's of course cause um, yeah. It's a good thing. But some, I guess some people are like, oh man, you know, it, I'm, I spend less time with my family.
All this does cause my startup, but it's also a good side to it, right? it doesn't have to be that way where you spend less time with people, right? Yeah. You can be spending more time with people. Yeah. So it's really, really good. Awesome side, man. Yeah. If you can, can you tell our listeners where they can find you if they have any questions or they wanna reach out to you or anything like that?
Syed: Sure. Well, if you're in Chicago land, just come, just come check me out, dude. I'm at Bowling Brook Southwest Chicago Land. Come check with the office. That'd be awesome. I'd love, I'd love to show people I take pride in it. You can tell. you can just reach out to me by email three 11 Dental fam like family gmail.com.
If you have any questions, I'd be so happy to help.
Michael: Awesome. So like guys, that's gonna be in the show notes below. And sai, thank you so much man, for being with us. Before we sign off, any last piece of advice or favorite quotes you wanna share with us?
Syed: Any last pieces of advice? Man, I've been talking for a long time.
The biggest piece of advice I have is do that happiness exercise. If you have not done that, when people give you advice, take it with a grain of salt. Even when I give you advice, take it with a grain of salt.
Do your own research. Learn things on your own and take a little bit from everyone and never just take just one person's word for everything. I've had to do that.
Michael: Awesome. Awesome. So thank you so much for being with us. It's been a pleasure. Yeah. And we'll hear from you soon.
Syed: Thank you so much. Appreciate it.
Hey guys, welcome to this week's Monday Morning Marketing episode! As another episode on focusing on SEO, we sit down with the expert, Josh Hampson, from hmpsn Studio, to uncover the secrets to improving your website's search ranking, and equally important, patient experience on your website. Did you know that a staggering 75% of people never venture past the first page of Google? Well, we're going to show how you can optimize your site's user experience before flooding it with traffic, and help push you to that front page of Google with SEO tactics! Timing is everything in the competitive SEO landscape – the longer you delay, the tougher it gets to rank. So we're going to list out some steps you can take TODAY to get headed in the right direction. Plus, Josh gets into some valuable tips like using patient-friendly language rather than complex jargon, and how to keep close tabs on your SEO progress. Before you go all in on a comprehensive marketing system, get the practices from this episode down to see maximum results!
Tune in to this episode to learn more on how to make your website a destination patients want to interact on!
You can reach out to Josh Hampson here:
Website: https://www.hmpsn.studio/
Blog Post: 4 Ways to Increase Appointment Bookings on Your Dental Practice Website
Linkedin: https://www.linkedin.com/in/josh-hampson-webflow-developer/
Other Mentions and Links:
Invisalign
Semrush
Google Search Console
Google Analytics
Google My Business
Yelp
Yellow Pages
WebMD
ZocDoc
Ahrefs
Google Keyword Planner
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Joshua, talk to us about s e l. How can we utilize this, or what advice, suggestions, or methods can you give us that will actually help us attract new patients through s E L?
Josh: well first, thanks so much for having me back on Michael. for the listeners that didn't catch our previous Monday Morning Marketing episode, my name is Josh Hanson.
I'm the founder of SSON Studio, and we are a creative studio that helps dental practices build long-term brand equity and increase appointment bookings through branding, messaging, website design and development. so today I. what is SS e o? Why is it important for your dental practice? The steps to take before getting started with your s e O project, some S e O fundamentals and how to maximize your local visibility.
The importance of consistently creating relevant content in maybe if we have time, uh, how to track your progress of your ss e o campaigns. Awesome. All right. Man's step. So yeah, to get started, um, what is SS e o really in the simplest terms, it is the process of optimizing your practices website so that you can improve its visibility on search engines.
Nine times out of 10, we're referring to Google here. and the goal is to place number one or close to that number one spot on Google, in your local area so the patients can learn more about you, your practice, the services that you do at your practice, and then ultimately book an appointment with you.
a lot of people ask. why is ss e o important for my practice? once again, at its core, ss e o is about getting found. When searching for a new dentist online, um, 75% of people will never go past that first page of Google search results. So it's super important that you place at the top or near the top.
Otherwise, patients in your area may never even know that you exist. And, um, even in that, 10 to 20 spot. As I said, people may never go past that first page, so we wanna make sure that we're ranking as high as possible, for as many keywords as possible so that we can get found by, potential patients so they can book with us.
one interesting little stat is for one of our dental clients, search makes up more than half of their appointment bookings. So super, super important to have a solid, search profile. Mm-hmm. And a lot of folks think ss e o can seem a little bit scary to start, right? Mm-hmm. But really when you boil it down, Good Ss e o is good user experience.
And so we'll talk a little bit more about this, uh, in a few minutes. But, this includes things like quick page load speeds, answering common questions that your patients have with compelling and relevant content that speaks to them. And, finally, Making it easy for patients and Google robots to find the right information about your practice, what it is that you do, and, ultimately, once again, how to book with you.
And the big elephant in the room is other dental practices in your area are already implementing ss e o practices in their day-to-day marketing activities. So it's important that you do the same. the longer that you put off your s e o project, the harder it will be to compete. So extremely important that you, at the very minimum, are taking care of the fundamentals.
And then as your practice grows and you become more established, have more of that marketing budget to spend, important that you start to hit, you know, that second, third tier of, ss e o and making sure that you're. It can seem like a costly investment at first, but like I said, there's a reason people spend money on SS e o what I've found not true for everyone, but, generally your return on any S E O will be greater than you see with paid ads. So just a nice little stat there as well. Hmm. Real quick,
Michael: I have a quick question on the client.
What exactly are they doing or you're doing for them to,
Josh: you know what I mean? With SS e O. Yeah, so we're doing quite a few different things with them. Um, we'll chat about some of these fundamentals. It's, it's really been, for the most part, locking in the fundamentals first. but making sure that they're registered on all local business directories.
These are Google My Business, um, Yelp. Yellow pages, believe it or not. WebMD, Zocdoc, all of these places where folks are generally looking for, um, you know, where they're gonna make, find their dental home. and then kind of next step would be really keying in on keywords, making sure that we're, you know, in the dental world There are more clinical names and there are the names that people are actually searching for a specific service. And lining up those two is super important. So, um, you know, just to say, I think a lot of folks would call, you know, the full math reconstruction, veneers, that sort of thing. Uh, in the clinical realm, it is a full math reconstruction.
But what are your patients calling that when they search in Google? Mm-hmm. Typically they're calling it smile makeover. Maybe they're calling it, full set of veneers, that sort of thing. So important that we're aligning our. Practices names with what our, our patients are calling, those specific services.
Gotcha. Okay. Awesome. a lot of folks see SS e o is that golden city in the distance that it's gonna solve all of their problems and it can be. Mm-hmm. But there are a few items that you need to dial in before you invest large sums of money into creating, Tons and tons of content.
So I always recommend don't put the cart before the horse. Um, before you think about diving into a large scale ss e o project first, make sure that you've taken care of the basics. first step in that is making sure that you're providing a really good user experience for, patients and potential patients when they come to your, uh, to your website.
So does your website load quickly? one really actionable step here and probably the most overlooked step is simply compressing all of your images to reduce their file sizes before you put them on your website. this will. Maintain the resolution of your image. So it's still nice, crisp, beautiful image, but it reduces the file size.
So, when folks are browsing on your site, they're not having really long page load times. Uh, the longer you make people wait. The quicker it is that they may, uh, they may bounce. So, one free image compression software that I use is called Optum. Mozilla. Um, website is www.imagecompressor.com. Really easy to remember.
and like I said, that is the most overlooked, piece of, websites today is just reducing your, your media content file size as much as possible.
Michael: That's true because then we like, you know what I mean? If it takes forever, we just bounce, bounce back. Yeah. Yeah, yeah.
Josh: Interesting. Okay. Yeah, you've got like 300 milliseconds I think is the number.
before people potentially start bouncing. If your page takes a long time to load, they're out of there. Yeah,
Michael: that makes sense. I do that. So I get it. I get it. Yeah. Yeah, yeah.
Josh: Interesting. Okay. And then. does your website feel fresh and modern? I think we've all been to those dental websites that, look like they were built 10, 15, 20 years ago.
Mm-hmm. Um, so if you were a patient, would you stick around to learn more about your practice? and does it look like it was built and updated recently? I. Folks, my, your age, Michael, millennials, are really looking for that, you know, fresh and modern feel. And we are beginning to take out more and more of the market share as, we become more established.
Mm-hmm. So it's important that you're speaking to the folks that will ultimately be walking through your doors, um, hitting them not only with compelling content, but with compelling visuals as well. next step is your website, mobile friendly. this seems like a gimme, but it's not always the case. I know we've all been to websites that aren't really mobile optimized or they don't give the best mobile experience.
another one of our, our dental clients, I. Their site is trafficked by roughly 60% on mobile. So mm-hmm. More often than not for them, uh, users are browsing on their phones, maybe on a tablet. and so it's important that that same experience they would get on desktop is modified, for a mobile experience so that they can book directly from their phone.
You know, we're always kind of out on the go. need to be able to book directly from our phone. Maybe even on the couch. Yeah. No, that's
Michael: interesting. Yeah, mobile, I feel like I'm always on, like for me, I think it's 50 50, but like for a lot of other people it's more higher up there, you know what I mean?
Josh: Definitely. Mm-hmm. are you speaking to your patients, uh, or potential patients'? Pain points? And really big one. Do you have broken links or 4 0 4 pages? you know, I think we've all been to those sites, not necessarily just dental websites, but sites in general where you click thinking you're gonna go somewhere and it ends up popping up with a 4 0 4, oops, this page does not exist.
I mean, usually the first thing I do at that point, Go somewhere else, so, mm-hmm. Um, those are like super, super basic. But, um, what those are going to do is not only improve your patient experience, but validate to Google that you have taken care of the basics so that it can then, move your domain authority up, give you that opportunity to rank because it knows you have, taken care of the basics to, uh, provide a good user experience.
Michael: Okay, this is good. So these are the basic steps we need to take the foundations that you were talking about, right. With the client, um, that they need to implement and then just build upon that.
Josh: Yeah. So next step, we're still very much in the basics. Okay. Um, I always like to make sure that we're locking in that foundation before we move on to the next step.
And it's. Really very simple, but are you your patients able to find the information that they need? So we talked a little bit about this on, um, the Monday morning marketing episode, but talking about the very specific dental services that you offer. So calling out, exams and cleanings. Calling out, restorative services, whether that's fillings, crowns, those sorts of things.
Invisalign, if that is a service that you offer. and then I think another opportunity is depending on your practice, if you also do pediatric dentistry, say that, um, if you're a full service, full family, dental practice, Let folks know because then you know, you've not only got mom and dad through the door, but you also have their children because they know they can come one stop shop and have all of their dental needs taken care of.
this is where we start to get into some of our ss e o, is this allows you to rank for some of those keywords. So if I'm in Austin, Texas and I say, I need a, a dental exam or, um, teeth cleaning in Austin, Texas, you're going to then begin to rank for those keywords because you've included them on your site.
next step. Uh, let them know how to book an appointment or how to get in touch to do so. if they can't figure out how to book or they can't figure out how to get in touch, I can guarantee that your competition has made it easy for them to do so and they will schedule with them. Because it's, it's, it's easier.
And last but not least, once again, a throwback to our last episode is, just letting folks know what insurance types you accept. So this positions you as the expert that you're answering the questions that they have, so that you can minimize that friction as mu much as possible. really at the end of the day, you can drive all the traffic in the world to your website with ss e o but if your website doesn't function at a basic level, or it's clunky user experience is not good, that traffic is ultimately lost.
And that marketing budget that you spent, was all in Bain. So that's why I always recommend take care of the fundamentals up top, and then you can dial in everything else from there. Gotcha.
Michael: Okay. Quick question. I have, with all this, let's just say we're we're all listening. We're like, okay, I have these fundamentals on check.
I think I do, I let my agency know. And then they're like, yeah, you do, right? All these things. Where do we start dropping the ball? Where, where it's like, well, why am I still on page number seven or eight, or, you know what I mean, kind of thing.
Josh: I mean that is really gonna be very specific for each individual site, you know, you have to look at things like, where's my domain authority rating?
Where is my competition at, in my local market? So are we ranking for the same keywords? are we looking at totally different keywords? Do they have more or less content than I do? That sort of thing. But something that's become increasingly more important is something called backlinks. So it is when you think about hanging out with, people that are in the know or, that have a solid authority, whether it's in real life or on the internet, what we're trying to do is get. Our authority in line with them. So how you can do that is get, links from other websites that do have that authority, which we'll talk about a little bit more in a few minutes, but getting registered on, local business registries, Google My Business, Yelp, your Facebook profile.
So getting as much traction, as much inbound traffic. Back to your website as possible from other sources is key. And that's, um, becoming more and more important for the Google algorithm is, um, backlinks and domain authority.
Michael: Gotcha. All right, man. Sounds good. So, any final pieces of
Josh: advice for this? not on the basics.
Now we can dive into the fundamentals of s e o. What do you think? Alright. Yeah, let's dive into it. So we've taken care of the basics. So what does Google look for in order to rank your website and move you further up on the search rankings? We've talked a little bit about page load speed, mobile optimization, simple and easy navigation.
the next items on your list should be, Tracking and analytics. So first step, before you do anything else, register your site with Google Search Console. most agencies, most studios that you're working with will take care of this for you automatically. But if you're building your site yourself, definitely wanna make sure that you do this, on your own.
You can do this by going to search google.com and registering your site with Google Search Console. This. Essentially, let's Google know. This is a real site. You can, um, send your Google robots over here and comb our content. and most web builders make this super, super easy. So all it'll do is just spit out a code that you need to drop into your, website builder settings so that you can, Essentially activate that. we'll chat a little bit maybe about analytics and that sort of thing, but this will also be your hub for tracking your search performance down the road. Okay. next up, once again, tracking analytics. Make sure that you have set your site up with Google Analytics. This is simply@analytics.google.com.
and this will allow you to track what your users are doing on your website, that you can then make informed decisions on how to improve it. Next step, we've kind of addressed this a little bit, but make sure you register your dental practice, with your Google Business page and complete all relevant information.
So make sure you've got a practice logo, you've added your address, you've added the hours that you're open, and then a few images. So. Do not use stock images here. Make sure you're using, um, shots of, you know, your gentle, like inside of your studio. potentially if you have any, some shots with patients, shots of your, uh, your doctors on staff, maybe your hygienist as well.
Make sure they're fun, exciting, engaging. this will really. Validate your website as well as your practice with Google so that you can then begin moving up those search rankings, set up your Facebook business page with all the, uh, the items that we spoke about, and then a really big one. And honestly, something that even I had overlooked until recently is making sure that you're registering with all of the local directories.
so Yelp. WebMD, Zocdoc, anywhere that folks might go to look for, you know, finding a dental home, you wanna make sure that you're registered there because it's all about. Getting your name out there as much as possible so that you can get that traffic back to your site. this can be done fairly easily through a tool called s e m, rush Simr.
they have a listing management tool. I think it's around $20 a month per individual location. you drop in all your information there, literally, it's just a form that you fill out and they'll push you out to. I believe it's like 65, 68 directories that will help build those backlinks that we were just talking about.
but then also put you on the directories that folks are typically poking around on for their dental services. All right, man. Sounds
Michael: good. So deeper that we need to dive into when it comes to that?
Josh: Nothing on that side. Okay. But now we get into the fun part of keyword optimization planning, that sort of thing.
So, you can use once again, tools like simr, ah refs, Google Keyword Planner. Uh, To define, relevant dental keywords in your market. and you can also examine the keywords that your competition is also placing for, so that you can then begin building these keywords into your content, so that you can of course compete with, uh, the folks who are ranking higher than you are.
compile this list and then begin planning your content and Adding those keywords in where you can. once again, I always recommend to do this on your core site before you really think about building out blog content because you wanna make sure that your core site, homepage, services page, contact about those are solid before you really start building out tons of content.
But it's extremely important that you have keyword planning built into your core site. And, Why do I kind of recommend getting the core piece of your site done? If you have a ton of blog content, but your key patients can't figure out, what they need to on your individual services or homepage, kind of goes back to, you can drive a ton of traffic, but, ultimately it will be lost, so.
Gotcha, gotcha.
Michael: Okay. So these. Are the things we need to start looking at and implementing when it comes to ss e o, right. Especially if you want to build that, that basic, the layout formula, and then from that point on kind of continue to build and build and build, with the agency or with you right.
Whoever, uh, we can utilize because that takes up a lot of time. I feel like if it was just one person alone trying to do all that, or the practice owner working on the teeth and then and doing it right. So. Awesome, man. Any final words or advice you'd like to give our
Josh: listeners? Note, just make sure that you are tracking and analyzing all of your, um, all of your work.
As we talked about search, console and analytics. Really, really valuable for, tracking all of your, work that you're doing. So make sure to, to benchmark your performance.
Michael: Awesome, Josh, I appreciate your time and if anyone has further questions, you can definitely find 'em in the Dental Marketer Society Facebook group, or where can they reach
Josh: out to you directly?
So our website is www dot psn studio. so just my last name with no vows and um, we have got an upcoming blog post about all things dental, ss e o. So keep your eyes peeled for that.
Michael: Awesome. Thank you Josh for being with me on this Monday morning marketing episode.
Josh: Thanks so much, Michael.
Today I want to tell you about our sponsor for this episode, Olsen Dental Chairs!
Imagine you're a dentist and you spend your whole day around the chair... Well, Olsen has over 40 years of experience in making those long hours as comfortable as possible for both the dentist and the patient!
If you're a dental professional looking for high quality, cost effective, dental equipment, check out Olson dental chairs!
Click this link and mention this episode for a limited time FREE installation with your purchase!
Guest: Noel LiuPractice Name: Secure Dental GroupCheck out Noel's Media:Websites:
Secure Dental - www.secure-dental.com
Secure Dental Group - www.securedentalgroup.com
Noel Liu DDS - www.noelliudds.com/
DentVia - https://dentvia.com/
Social Media:
Facebook - https://www.facebook.com/noelliudds
Instagram - https://www.instagram.com/drnoelliu/?hl=en
Youtube - https://www.youtube.com/c/drnoelliu
LinkedIn - https://www.linkedin.com/in/drnoelliu.
Twitter - https://twitter.com/DrNoelLiu
Phone: 815-670-2923
Other Mentions and Links:Wells Fargo
EBITDA - Earnings Before Interest, Taxes, Depreciation and Amortization
Levin Group - Dr. Roger Levin
Scheduling Institute
DEO - Dental Entrepreneur Organization
Dr. Marc Cooper
Cardone Ventures
Brandon Dawson
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- If you're thinking about practice 2 and beyond, be sure to maximize your primary practice first!
- Plan out your revenue breakpoints and what you will do when you reach them. Without a plan, you will lose progress while growing!
- Know the numbers! KPIs, P and Ls, and Productions and Collections are essential to keep close tabs on for improvement of your practice.
- Expanding to a new practice is 80% mindset and 20% strategy. Don't get too bogged down in strategizing!
- Emotional and logical decision making BOTH have a place in business. If your decisions are too logical, it will be hard to take action. If your decisions are too emotional, you may lack to planning and strategy needed for success.
- Try getting to know your team and their individual goals, values, and aspirations. This will help when aligning with the practice's values and ensure a sustainable culture!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: Alright, it's time to talk with our featured guest, Dr. Noel Liu. Noel, how's it going? I'm doing very well, Michael. Thanks for having me. No, thank you for coming on and being a part of the podcast. We truly appreciate it. If you don't mind me asking, tell us a little bit about your past, your present, how'd you get to where you
Noel: are today?
No, it's a great question. You know, it's like, um, when they say, when you climb the ladder, it's, it's this way. So this is how I, my, my whole journey with the whole career has been, so we started, I, I graduated back in 2007 from N Y U College of Dentistry and, uh, I was working for a corporate and I think I lasted about four and a half years.
Stuck to one job, just stuck it out. Didn't quit, just, just kept going. And then we opened our first practice in 2012 in Peor, Illinois, and that's where we are based. So from there, we just, uh, my wife and I, so we are both dentists. She graduated in about, you know, 2011 ish. So, you know, I was in 2007, she was 2011.
And then we just started, you know, our own little operation. And, uh, since then, I think it's been a, it's been a journey. Lots of ups and downs, lots of mistakes. And uh, right now we, we are, we are a few locations here in the Midwest. Nice. How many locations? So we're currently, we are operating out 11 locations.
Wow.
Michael: 11 locations then. Okay, man. So, real quick, rewind a little bit. You were working for corporate and you said you stuck it out for four years. What were you having to.
Noel: Deal with. Yeah. Great. Great question. Because right now, when I look at some of the forums and I see some of the new guys coming out, they're like, in know, job hopping.
They just, if they don't like something, they just quit. Mm-hmm. Right. For me, it was more about sticking it out my own principles, my own, uh, moral and ethical value and like, you know, whatever it is, we just take the most, extract the most out of it and, uh, just take it and, and just take it as a learning experience.
I always saw positivity in whatever situation I was put in, so I. That was, you know, like one of those things. And the reason I emphasize on that part is because that is what I've been, the feedback I've been getting, they're like, oh wow, you stayed for five years. You know, you didn't, you didn't wanna quit, you didn't wanna go somewhere else.
Because all my, most of my colleagues, I wanna say all, but most of my colleagues, they actually, they kind of like, you know, went from job to job.
Michael: Got you. So what were the things you had to deal with?
Noel: I mean, it was like, you know, when you come out of school, you are looking for mentorship. Mm-hmm.
You're looking for somebody who you can hook onto and, and take your first year or two, maybe like, just write it out in a sense that under an umbrella, under somebody's wing, like you're not making any kind of mistakes, especially with the state boards, with the chart writing, with, you know, all the codes that we have for our dental, Time after time, I've seen like a lot of people make those same mistakes again and again with procedures and how efficient you need to be, what your KPI's supposed to be.
So it's like none of those metrics were like, you know, like laid out. So we just went in and just gunned it down and just, just learned and just, you know, learn how to swim yourself. So that was a good experience. I think I, I took it as a positive thing for myself because it gave me lots of insights.
Mm-hmm. You know, about like what kind of person you are and, and how do you withstand stress and, and multitasking.
Michael: Hmm, that's true. From, from that corporate position, what were some systems that you decided like, oh, I like this, I'm gonna take it into my practice. And then what were some systems where you're like, I never wanna do this, to my team, to my own
Noel: practice?
Well, the system that I really loved about that place was, um, scaling and growing, all about the numbers production, And all the good aspects that would help you propel to the next level. That's what I liked about that place. And on the same token, if you look at what I did not like about the place was at what cost do you get that production at?
What cost do you get that elevation? how are your staff treated? is like almost like a weighing kind of like a scale, if I were to say that way, because in order for you to do this, You gotta sacrifice this. So my whole mindset was, how do I do this without doing this?
Right? So how do I get the good out of it without doing, without having to carry the baggage of the bad stuff? So that was the whole idea, and that's how when we found a secure nl, we wanted to make sure that our staff and our team are well recognized and they are well deserved, that they are there like, you know, for a reason.
Michael: Mm-hmm. When was it where you were like, okay, I wanna start my own practice? Was that in dental school? Was that before or was that during
Noel: corporate? Great, great question was way before, way before dental school. So I come from a family of dentists. my dad is a dentist from back home and I wanted to make sure that, you know, I carry on his legacy because he, we are four siblings, right?
Mm-hmm. So he wanted one of us to be a dentist. And unfortunately, uh, three of my siblings, they, they hate dentistry. So they didn't, they don't want anything to do with dentist training to know where the mouth, right. So mm-hmm. I was like, all right, cool. I'll take the torch and I'll run with it. so I went to dental school and that's how I decided that I will, I will need my own practice because that is the, the mindset that was instilled when we were kids that you gotta have your own business and you know, with a lot of Asian people, they always want to make sure that you always have your own business, right?
So, mm-hmm. So I always wanted to make sure, like, Hey, this is what I want to do during school. It just got even stronger. And then once when I got outta school, then that, that was like my mission there to get get, get my own.
Michael: Get your own. How fast did you wanna, were you trying to get it like as soon as possible?
Or did you know, like, no, I need to have some years
Noel: under me? At first, yeah. I needed to, I needed to have some years under me. But you know, like when I graduated, I, it was like right before the financial crisis. So, long story short, I wasn't getting a loan. So I wasn't getting a loan.
Everybody kept rejecting the banks kept stating that, no, you, you're not good enough. You, you, we can't, we can't lend you. So then we had to scale down our little idea of business plan, and then we had to go like, Hey, how, what do I need to start off with just two, two ops or maybe even three ops. So that's when we, uh, I came across Wells Fargo and that's where we got a first loan for de Novo from scratch.
And uh, we just took it and run. that place, the first office that we did was, it was equipped for six ops, so we equipped the first three. So my wife and I, she joined us and, uh, you know, we became pretty busy. So then little did we know that we needed more space, so I borrowed money from my dad, and then I got the other three ops, to get going.
So it was, it was a nice rollercoaster ride, but, you know, it was, it was good. It was good.
Michael: Yeah. So your first practice, it was three ops.
Noel: Plum four, six, but we started with three because that was the only allowance we got for in terms of budgeting from the bank.
Michael: Okay. Okay. And so when it came to growing that, how was your marketing and advertising, how did that look?
Noel: radio, tv, you know, like all the basic stuff, direct mail. handing off flyers myself, going out to parking lots. I even got thrown out, I think from one of the parking lots. They were like, Hey, no soliciting kind of deal. Okay. mean, you name it, Michael, I mean, we, we did almost anything and everything.
Community, churches handing out, like sending a lot of boots and a table. All the organic stuff. Okay. You still do all that today or no? Oh, no, no, no. Things have changed quite a bit in marketing, you know? Yeah. just like dentistry. Right.
Michael: Yeah. Today, normally, what are you kind of honed in on or focusing on when it comes to marketing?
Noel: So, as far as marketing, we have our own in-house marketing manager right now. She does all the organic leads and, uh, we do like, you know, like those, uh, Facebook funnels that, that comes in, we are targeting, uh, basically on demographics, on age and uh, buying habits. And we are also doing like psycho demographics as well as the regular demographics.
And, uh, just seeing like, you know, like personas from our own database. Who are, and then we are just mimicking out there in the market. a lot of ai, a lot of, you know, things have changed, evolved. I mean, what I used to do was, was at dinosaur time, you know?
Michael: yeah. No, no, I get you. So a lot of it is more you delegating that to somebody specific in your team, right?
Noel: Right, right, right. Absolutely. So my wife is really hands-on involved with her in terms of marketing. But, if you were to ask me, like, how do you do this? Uh, you know, I'm the wrong person, let's put it that way. Okay.
Michael: Gotcha. Gotcha, man. But so Noel, you've, scaled a lot from the three ops to where you're at now, right?
You have 11 locations. Are they all the same secure dental?
Noel: Correct. They're all, they're all in the same name. Okay.
Michael: So I feel like sometimes there's a couple things. First of all, it's hard to do your own startup, right? Especially like, like you mentioned, right from the ground up. And then sometimes we think, okay, I'm gonna do a startup.
It's successful. I'm just gonna copy and paste and do the, the same thing on the second one. And we figure out, oh my gosh, that's not the way it's handled. Right? Yeah. So then how did you do this? How did you do, let's go with the first one. How did, what were some of the struggles, mistakes and everything from making your startup to trying to grow to
Noel: number two?
Oh, that's a great question. Because, you know, here's the thing. When, when I was, when we started off, I was looking at my ex-employer, I. And he still has about like 90 plus locations, right? So he is scaling like, like still pretty fast. Now. I wasn't in the mindset that, you know, once you open your first one, then jump to the second, and you could do the same and then jump to the third.
You could do the same. Little did we know that it doesn't work like that because once when you open the second office, you have to split your time. So we were like, all right, cool. So we will split time. So she will work in one practice and I'll work in the other practice. Then we hired a, uh, an associate, uh, for the first time as a part-timer.
And little did we know that how to handle associates, how to have the structure in place, the onboarding, we, we, we had none of that stuff there. doctor came in, we just gave them patience and, you know, here you go and, and start working. So that, that was a hit or miss, but I can tell you that much we learned a lot, you know, after the first and the second.
So my mindset was all about. How do I open more locations? Just more locations And, and that's all it was in, in my head. And then sooner or later, like, you know, we found out we were on a third of the fourth location I think. you know, we all of a sudden, like, you know, the nuts bolts, everything of the organization started coming off because all of a sudden become cashflow negative because all of them were de Novos, all of them were startups.
So, you know, if doctor a leaves from one practice, you need to make sure you staff doctor a mm-hmm. Is a replacement. Then you have all these startups coming up. So we need to staff all those offices. So Michael, you know, long story short, it was a lot, lot of ups and downs, a lot of sleepless nights, let's put it that way.
we did not have any kind of like metrics to measure, like when do we open, where do we open? So it was just, you know, like going up and down there. today things are a lot more different. Talking about that is we, we needed to have some, what do you call it? Those guys? consultants. Consultants, we had actually a couple of consultants, but you know, some of them were good, some of them were not. the end of the day, those consultants will tell you what to do, but we gotta be the person that have to execute a plan, otherwise it's not gonna work.
So when we, when we started scaling and we started to add more employees, we started to expand more, operation wise. As those offices started maturing, it started to get better and better because then the cash flow was like from negative to break even, and then slowly going into profit side. But the downside would've been if a, if a doctor left, then everything goes back to ground zero.
How often did that happen when a doctor would leave? if they were like one at a time, that's not a problem. the problem was when we, in, when we had four doctors leave in 2019, so we were at location number six we actually did two denovos and we just acquired one more, which is not a Denovo, but more like an acquisition shell, let's put it that way.
It was a dental office from before. It was all plumb. No patients though. But we just went in and we just took over. So when we had that, we had four doctors leave and then we had to supply these three offices. Cashflow dipped down. I mean, we were like literally down to our knees at that time. So no systems, again, no processes, no backup, none of that stuff.
So I think that was a huge learning curve for myself and uh, you know, at that time I just told my wife that this is not gonna happen again. we need to make sure that, you know, we have, we understand where the market is, where is it expanding, and what kind of resources do we have, where our doctors are standing, where our team standing, and where are we standing in this way that we can all move as one.
Mm-hmm. So are there gonna be challenges in the future? Absolutely. Absolutely. And I can see that I, I see the rough waters coming up again. Really? Yeah. Oh yeah. So then
Michael: what systems specifically did you create to kind of get back up?
Noel: it's a whole round, I call it a 360.
So it, comprises of, let's say, your process and systems, so all the SOPs, everything else. let's put it this way. In business, there are different break points, right? So when you hit a certain revenue target, you hit a break point. You gotta know exactly what you have to do at that break point, even before it, you hit it.
So system, you know, once you hit the first break point, the second break point, let's say revenue size from, you know, a hundred thousand to 1 million, that's break point number one. We gotta make sure, like the system in place would be all the standard operating procedures. Everybody follows the same script, everyone's there.
And then once when we are ready for break point number two, which is like the $5 million mark, then you gotta know, like, you know, who are you working with. So the team dynamic becomes very important. So that's when the hr, People, culture, core values, all those kind of kicks in. Mm-hmm. And then we have the finances, then the financials.
I mean, I can't stress enough like how ignorant I was with financials. I never used to look at p and Ls. But now everything is based on what happens at the end of the month and where are we standing week after week in terms of KPIs and production numbers. that metrics need to be factored in as well in in the whole circle.
Of course then we need to have our, uh, the last one is marketing. Marketing is, is one of those biggest tool that can drive, you know, like any organization up or down. And depending on, you know, marketing. So like with marketing, we used to play marketing by how we feel. Right?
Alright. You know this, I think this audience, this target is gonna be good. Let's, let's do this zip code, let's do that zip code. But, uh, at the end of the day, you know, there's gotta be a strategy in place. You gotta know what is your acquisition cost. You gotta know what is the lead cost. You have to know all this stuff before you even spend a single dollar on, on marketing.
as business owners, as dentists, we are always looking at our, patients. Right? But we are not paying attention to any of the other stuff. And that's what I think drives a lot of people. out of control, like worries and sleepless nights. Yeah.
Michael: I like what you mentioned.
Once you hit a goal, you need to know what to do after. I feel like a lot of the times what I do is like, okay, I hit this goal hoo. And then Oh, oh wait, go back down. You know what I mean? And we're like, okay, we're here now what do we do? Kind of thing. So it's interesting, once you hit that benchmark,
Noel: systems in place.
'cause what happens is once you hit that break point and you're not prepared for it, you will roll back to the first, the previous break point. And God forbid, I mean, if you roll back two break points or three break points, you're out of business. So those are some of the parameters that, you know, one should always keep out for when they're running a business.
what revenue break point are you on? Yeah.
Michael: I feel like sometimes when a startup, right, you're like, okay, I wanna make a million in, let's just say a million in collections, right? you hit that. What should be the next system for that? Should, okay, let's go to 2 million or Or open another practice or, or what do you think?
Noel: No, I would, I, I believe that one need to maximize their, their location, their office and the systems before jumping into location number two, because if you're not maximizing it, the only reason I can think out outside of that would be if there is a market opportunity where you really want to be in, and there is a great way you can add it to the bottom line, the EBITDA or the revenue of that current practice.
Absolutely, by all means, but. If you're just gonna go out there and just say, Hey, I'm gonna shop for a new, new location, then I think the first location needs to be maximized. Yeah. Okay.
Michael: Yeah. 'cause I feel like sometimes it looks like, okay, we've maximized it with ops, we're, we're scheduling patients out way until like three months, five months.
Right. New patients. But would it be considered maximizing it if you're like, okay, well I, I still, I'm accepting all insurances, should I. Go down on that, that means I'm gonna lose patients, but I'm also gonna, you know, have more room now and have better,
Noel: I guess better fees. Yeah, that's a very individualized kind of question because it all depends on the operator's goal.
So let's say if I'm a dentist and I want to just have one location, and I do not want to take, my goal is not to take any more PPOs, my goal is to go fee for service, right? Mm-hmm. Then my maximizing, my definition of maximizing it would be if I have six ops, eight ops, depending on how many ops. If I can fill all those ops and those ops are producing, let's say, you know, like 30 to 35 grand a month in terms of production, and you times that by six and you're really killing it, and now you've got like 40 mil, uh, 40,000 to $45,000 a, a chair a month.
I think that is where, where you're maximizing it. But in case of, you know, if you're trying to scale and grow to locations and revenue, once you hit a certain mark, we need to get an associate in there. and that time maybe you can talk to the associate about some equity in the, in the, in the deal where they can kind of hang around there so that they have some skin in the game as well.
I think everyone has their own, metrics for what it means by maximizing. Gotcha. Okay.
Michael: And Noel, you've mentored a lot of people, right? Uh, to do startups and, and Yeah. Also, and, and dentistry. Especially
Noel: my, my associate doctors. Yeah. Okay.
Michael: You, you mentor them mainly to, to own their own practice or just to, okay.
Have you ever had to walk or, or run into a situation when you're, tell them
Noel: you're not ready? most of the times. Yeah.
Michael: So how does that look like, how does that look like when you, or if somebody's not ready? What, what does that
Noel: mean? No, I mean, I'm not gonna stop them from leaving and, and opening their own.
Absolutely not. But you know, if they came to me for advice to go like, Hey, Dr. Liu, you know, I got this here. How do I do it? You know, I got this location, where do I start first? And you know, I'll guide them. Absolutely I'll guide them. But you know, at the end of the day we'll just have a open conversation.
Like, Hey, where is your mindset at? Because I always like, since from day one, from onboarding, I mean, the only thing that I discussed with these guys is 80% is mindset, right? It's all psychological. 20% is strategy. People tend to focus more on strategy than their, the psychological aspect.
And that's where I feel a lot of people that struggle when they open up the practice because you know, they have to be true to themselves. Like, where do you stand in terms of work-life balance? Where is your wife gonna be? Where is the kids gonna be? Right? Or if you're single, how much effort and how much work hours are you gonna be able to put in?
So those are all the questions. Are you gonna do a startup or an acquisition? We need to see like where they at with us. So in terms of the production, the metrics, like where, how much do they produce per hour, per month, and how many employees per production? So for us, a good metric would be like 200 K per, employee per year.
So if they are anywhere north of 200 k, it's a profitable business. But if they are anywhere like a hundred with their production and the amount of, you know, the staff that's in the, in the building. I'll be upfront with 'em that you are probably not gonna make it with that numbers. and then of course then they're a clinical skill.
And then if they're gonna be doing an acquisition, then the old doctor stays or they leave. So there, there's a lot of, you know, parameters. A lot of factors. Yeah.
Michael: When, when you're talking with them. So it's really getting to know them as a, as a person. Right. Individual. I like what you said, like your mindset, because.
I do feel like sometimes we're like, oh yeah, I want to have my own hours, do my own thing, be able to take off whenever I want. But at the beginning it's not like that Uhhuh. Yeah. So the mindset
Noel: that they have. Yeah. Especially if there are doctors who wants to enjoy, you know, on weekends, weeknights, they wanna go on vacations, they want to spend time with their families, uh, I'll just be upfront with them.
If you do that on your own practice, you might run in the red. Yeah. Initially at least you could do that later on, but not initially,
Michael: Yeah. So then the mindset that they have to have is kinda like grit, right?
Noel: Oh, yeah. But in the warrior. Exactly, exactly. Get that warrior mindset.
I mean, he, they, they, they gotta treat like it, like they're in a battle. I mean, just go and get it done. Mm-hmm. Or for a better, uh,
Michael: outcome Right Now, Noelle, I wanted to ask you, when it comes to your, 11 locations. What are some systems that are unique that you feel like you and your wife or you created mm-hmm.
That each practice has, and whether it's maybe the patient, the back office, front office handoff, or the patient experience, like what are some of the unique systems?
Noel: You know, we just stick by one thing, which is our core values. And our core values are, it's it's short form. We call it adapter. And adapter is, it's just basically nothing more than just a few words.
Right. But they can say the core values, but they gotta believe in it. I mean, we make our team understand what the core value is. I mean, they need to understand that they're gonna be hired based on that. They'll be reviewed based on that. They'll get a raise based on that, and they'll get fired based on that.
So they'll need to understand that, you know, what, where do we stand? So it's very simple. Alignment is one of them. disciplined. Disciplined in all aspects of dentistry. Not only like, you know, like for the doctors, but also like what these guys are doing. Then they need to be accountable.
I mean, anything they do, they gotta be accountable, and then P is production. So we need to make sure we are always scaling this way and not flat, because anything flat, you know, gravity pulls you down later on, you know, as we've seen over the years, like what happens in the, in the past.
then we have the T, which is transparent. Every single one's gotta be transparent, including ourselves. I mean, there's no such thing as, you know, we're operating without transparency. So we, we gotta let 'em know, you know, it's like, for example, if we are letting anybody go, just go in a room, just let 'em know, Hey, what's happening?
You know? The sooner they let 'em know, the faster it is and easier it is. It's like none of the stuff that we do have been invented by us, by the way. Mm-hmm. It's all from learning, it's all from mistakes and it's all from consultants that we had in the past. And sometimes with these consultants, it's not only the dental specific, you sometimes we know we may have to go outside the industry to grasp ideas.
What, what are other companies doing out there besides dentistry? Because dentistry is such a small niche, you may not get the whole thing. But once we explore outside, then you see a whole different world. And I think that's my message to a lot of dentists out there. And just don't look at dental consult, uh, consultants definitely look at outside the industry as well.
And then, uh, yeah, I mean those are some of the things. And lastly, it's results oriented. It's gotta be results oriented. It's not like because you are, you are a manager or you are a front desk for X amount of years. You got, you got raised, you know, automatically we see results. You smash results, you got my attention.
Hmm.
Michael: I like that a lot. What are some of the consultants you've had in the past where you're like, they're, they've been amazing.
Noel: let's start with the first one we had was, Levin group.
Dr. Roger Levin. I mean, he is, he is a great guy. We learned a lot of stuff with them, especially when we started off. of course, you know, there's a, there's a substantial investment, but at the end of the day, like I was saying, beginning in, in the beginning of this podcast was.
You gotta implement it. If you don't implement it, your team's not on board. It's not gonna happen. with a lot of these consultants, we have to ensure that, number one, our teams are involved, that our team has some skin in the game, and the way we have to work with a team is not by just top down order.
We have to work with these guys to align them with our goals. Right. And how do you do that? Is basically you have to find out what your team's. Personal goal is what their professional goal is and what's their financial goal. We gotta find out what ticks for them. Right? Once we find out what ticks for them, then we have a conversation on how do we help you so that you can help me?
And that's where I feel like that's where the mindset and everybody is on board on the same page at that time. Because when we were running our show before, I mean, we were like, Hey, this is how we, this is what we did with the consultants, now this is how it's gonna be like, you know, starting Monday morning.
Doesn't work. Doesn't work. Gotcha. Okay.
Michael: So the, the 11
Noel: group was one, right? Levin Group was one. Si institute, um, I'm sure you guys heard of that one, right? SI Institute or Scheduling Institute, I don't know what, whatever it's called, right? Mm-hmm. So that was the second one. That was a brief one. I mean, we literally lasted for like a couple of months and we are out.
these are all in
Michael: the dental industry. These are all
Noel: in the dental industry. Okay. Okay. Okay. Yeah. These all in the dental industry, I think. Uh, then once we started having a few locations, then I was with, uh, d e o Dental.
Oh, okay. Entrepreneur.
Michael: Organization.
Noel: Organization, yeah. Uhhuh. Uhhuh, yeah. Yeah. It, it's run by Jake. When I joined, it was, uh, Dr. Mark Cooper. So he retired and then he, then, then Jake, uh, Jake, uh, took over. So I joined that. They were pretty good. the only thing I didn't like about them was because I was always being put with practices.
That was one or two and they were, all they were discussing was like assistant problems, up front desk problems. Hmm. So I wanted to see like, how can I scale and grow rather than just having those kind of like discussions going on. So yeah. But that lasted about a year. Okay. And, uh, the latest one that we just came out of is Cardone Ventures.
it's a pretty substantial investment. Mm-hmm. But, uh, I think it kind of got our groundwork set up pretty good. Card
Michael: owned ventures. That's what is that all about?
Noel: So they have, so some of the stuff that I was telling you, the 360, it's all been from, Brandon Dawson. So this guy.
he was operating a A D S O or maybe a, a dental group called Stratus or something in his past life before he came on to card ventures. So they scale businesses and basically, you know, with Grand Cardone it's like all about 10 x, right? So he takes a business, works on a system, get everything in place, and get, gets the revenue up.
So he works with that aspect. So that is what the whole, 360 and then we went through a whole platform and then we went through the whole, strategic business unit, you know, like the whole consulting thing. Great guys. Great guys, you know, I mean, you know, but for us, we were looking at something else, so we kind of like, you know, faded away last year and now we are with Polaris.
Michael: Okay, gotcha. Hilarious. And there, how
Noel: long have you been with them for? Oh, we just started, so Polaris, so this guy, what do you call it, the founders, Perrin and the Walker, they were guys from, uh, what's that company called? Ts Partners. Mm-hmm. Mm-hmm. So, yeah, so TSS partners, but they, they used to work with Kevin and then they, they separated and now they have their own stuff going on.
Pretty much the same model, but, you know, it's just, I kind of like these guys because they're more down to earth in the sense that they understand numbers really, really well. And, uh, you know, my whole model is gonna be like around de novo. So that's what, that's what attracted me to them. So it's like, you know, you, before you even break ground, you know what your projections are gonna be, you know, what your numbers are gonna be, how much you need to spend on marketing.
So, that's why we, we went with these guys. so yeah. So it's only been like about what, a month and a half I think, or two months. Mm-hmm. So we'll see how this plays out.
Michael: Okay. Noelle, man, it sounds like you really. See this as like an, an investment, right? Where you're like, okay, I really need to find guidance all the time, right?
Kind of thing. You don't know what you don't know kind
Noel: of thing, right? Oh, you don't know what you don't know, right? Yeah. And, and it's like anytime when you have somebody who's on your side and they can see it from outside the box, because a lot of times when we are in the picture, we can see ourselves, right?
Mm-hmm. So I treat my coaches, my consultants as they're outside of Boston, they can see a lot more.
Michael: Mm Gotcha. Okay. And I like that. I like, so when is it then? 'cause I feel like you're scaling, you know what I mean? You have 11 locations. So to you, when is it like, alright, I don't think I need another one to scale anymore?
A coach, consultant, or what are you thinking?
Noel: For me, it's not about the location anymore, like how I used to be in the past. You know, more locations means more headache, more problems, more issues, right. For me now, it's all about the growth in a sense that how do we take care of the revenue or location?
How do we maximize it? And that is, that is my new mantra on moving forward. And when I, I feel like, you know, we've grown wide, but now we need to grow vertical, grow deep, and once when we start growing deep, we can get quality people, we can get quality executives, we can get quality managers, regionals. I mean, that's where it all is.
Because once when they're running a little bit, you know, wide and thin, That's how we were when we started. I mean, there's not a lot of room down there. So I mean, you're not getting quality people, but once when you start going deep and you grow wide, I mean that's where everything starts. Scaling. Yeah.
Michael: To grow.
Right. Growing like in your roots. I like that a lot because you're right, you can add more locations, but it's more headaches too sometimes, you know?
Noel: Yeah. And, and for all the people out there who's thinking like more locations, like, you know, out of three to four or five, you know, they want to grow out.
While it's good, but just have a reason and a purpose and a goal that why you wanna do it. If the why is bigger than, than, the, uh, actual reasoning, I mean, I think that it will always outlast any problems that, you know, one may have or any kind of like issues one may have once they start growing.
The growing pains, I call it.
Michael: Mm-hmm. Yeah, you're right. Growing pains, what have been, let me ask you that Throughout the time, from your first de novo to all the way to right now, today, right? Yeah. What have been some of your. Biggest struggles or, or, or fails or pitfalls that
Noel: you've encountered? Not seeing the numbers.
You know, not seeing the numbers, just going everything with an emotional mindset and going with a gut feeling. Well, as an entrepreneur, you need to have that gut feeling. You didn't have that instinct for sure. A hundred percent. I agree. But there are certain things and certain times where you need to look at the facts and numbers, because numbers don't lie.
Right. So, If your numbers under red and you wanna open up a second location or a fourth location, whatever it is, it's probably not a good idea, even though the gut is telling you to do it. Mm-hmm. Right. So if I were to go back and do a lot of things, I would probably, number one, is to go invest in myself, get this right first, you know, once when this is right, then everything else follow.
Okay.
Michael: So, Be logical, right, when it comes to the numbers. Continue to always
Noel: look at them logical. Okay. You know, we got two sides, right? We wanna be logical on one side, and then we want to be, I would call it like illogical or maybe like, you know, you go with your gut feeling kind of deal. So it has to have a compromise because if you're too logical then you never take any action, Then you become paralyzed with all analysis. But if you're too, like, you know, on the other side, then. It's like, you know, like myself, right? You're just a visionary without, without any kind of actual steps or actual concrete, uh, way how to get there. Mm-hmm. So I think both should go hand in hand. If, for me, if I'm not the way, if I'm not that like logical person, I need somebody on my team to kind of like, you know, put a check on me, let's put it that way.
Yeah.
Michael: No, it's good. It's good. It's good to do that. Yeah. Yeah. Yeah. Okay. So then that's one of the biggest, uh, struggles that you've had. Numbers, right? What else? Mm-hmm. What else? Can you recall where you're like, man, that's been, that was a headache.
Noel: not having this thriving culture.
Because for me, it's all about people. Having the right people on the team, I think that is the utmost important because people make business. I always thought the other way around, and I think that was like, I had it backwards. You know, I was thinking like, Hey, let's, I'm the business and then we worry about the people.
But it's actually, you take care of the people, the business goes up. that is one of the biggest mistakes that I did or we did in the past. So we learned quite a bit from there. Mm-hmm. Now, for us, it's all about how do we have this winning culture in, in, in, within our organization, and How do we model it? Mm-hmm. So me and my wife, we'll model it. How do we mimic it in terms in our, in our team members? All right. And then how do we master it? Because it's easy to know everything. Like you know it all, but how do you train another person to do it?
that's the key to success for scaling because you can't just have it all up here. You have to pass it on. Yeah,
Michael: that's true. So then your culture mm-hmm. You can tell us what does that look like
Noel: in your team? So it's all about like, how do we pay them more by increasing the production.
How do we all win together? so we have like a lot of like different bonus systems and then we have a lot of payoffs for these guys. We have a lot of team, uh, Cohesion. Kind of like, you know, games that goes on, events that goes on. And every Wednesday we have something called Wednesday, so it's called Win.
Mm-hmm. So everybody wins. Everybody tells them about the wins. so we get all, get on a Zoom call and we are all sharing our wins for that that week. What do we do? And even something personal, like a personal stuff. So I'm on it, my wife's on it, and we are like, you know, participating in it. So we'll tell, share some personal stories.
They'll share something personal so they know like, Hey, that guy, there is not just a figure who just comes in the office and wants every six months, right? Mm-hmm. So they can actually see us and, you know, they have interaction with us. So we, so we have a pretty good time. So it's all about, it's all about like, how do we have a cohesion kind of relationship with everybody and knowing everyone.
Michael: And you do that normally, like the win Wednesdays, right? Is that like a morning huddle or team meeting
Noel: or, yeah, you can call it a morning huddle. You can call it a morning huddle. You know, with, especially right now with like, you know, about 95 employees, I mean, it's hard to keep a, keep a tab with every single one.
Mm-hmm. So we wanna make sure that we are in touch, that they see us the whole time. Gotcha.
Michael: Okay. That's interesting. And you mentioned something about your bonus systems. How does your bonus system work? Because that's a thing we're all trying to like, you know what I mean? Structure. So how do you
Noel: structure it?
So our bonus system for our manager is pretty simple. It's quarterly goals that they have to meet. So there, there's a certain production number that they have to meet and of course they have to keep their employee count to a check. So we kind of strive for 200 to 250,000 per employee kind of deal.
Mm-hmm. And these are all like metrics from card ventures by the way. It's not like I created those. Mm-hmm. So once we have those checks, then and you know, they have to meet those two metrics. And then of course the K P I, whatever they produced, it has to make sure, like what's in account, the actual account.
Those are the three metrics that we look at. And then of course, then the last thing we look at is the p and l. are the numbers as high and are the expenses catching up? Or do we have another net profit? So those are for our, our managers. for the team members, it's very, very simple. we have something called bonus leave.
It's pretty cool. It's like they have a little app and anytime, let's say they talk to a patient about a fluoride treatment where the patient pays out of pocket or if they have a. clear aligner case where the patient accepted treatment, they get a lot of kickback in that Bonusly app.
So the app will show that, hey, they got so much, you know, like money in there and it's all tax free by the way. Because we, we, we carry the taxes for 'em, right. So they'll get like, let's say a $200 bonus or a $300 bonus right there just for, you know, like for a case acceptance, for a clear aligner or maybe for an implant.
You know, they had like a big implant case, you know, there's gonna be like a five to $700, right? So they look at that and they love it. So, you know, that's like, you know, kind of a motivational thing for them to keep applying the same principles like how they did with this patient. A yeah, like, it's
Michael: a good incentive.
How do you determine the, the value of it or the money? So for example, like, oh hey, your implant case, here's 500 bucks. Or
Noel: do they know? Oh, it's all on a dollar value? It's all on a dollar. Oh, okay, okay, okay, okay, okay. It's on a dollar value. It's a certain percentage and, uh, yeah, these guys, we started, actually, we started this thing pretty cool.
We started in January. So before that, it was like all haphazard. It was all going up like in payroll and, and it was like, by the time they see it, they're like, oh, I don't care. You know, whatever it is. But since we started this, everybody's on a, on a, on a roll. Yeah. 'cause it's
Michael: like right there, right? Like on their, it's right there and it's on their phone.
So they immediately, they're just like, oh, okay, fluoride, I, I sold it. Boom. Right? And then they can, yeah. The office manager's job is to make sure that's, Kind of true at the same time, right. They're like, are they
Noel: doing it? So there are two checks going on, so mm-hmm. Our office manager will check that patient and then, you know, our, our bookkeeper, they'll go back and say, okay, fine.
This has been entered, this patient made that payment approved, and approval is usually within 24 hours. So we don't make sure we, we don't make them wait for too long.
Michael: Yeah. And then they get that they can cash in that bonus whenever
Noel: or whenever. So, you know, the, the app is pretty cool. I mean, you can actually get cash, you can use it at Starbucks, you can use it at Target.
I mean, you can use it anywhere.
Michael: Interesting. Interesting. Okay. Yeah, that's good. That's good motivation right there, man. That's awesome. Yeah.
Noel: Awesome. I mean, think about it this way, right? If in a day they, they collected, let's say a hundred to 300 bucks. Now if you do the math, whatever hourly they get, you just break it down by eight hours.
That $300 or $200, I mean, that's like additional boost in the per hour without paying Uncle Sam. yeah, yeah, yeah. Right. That's like strictly cash bonus. and what we do on the backend is we make sure like whatever bonuses went out, we'll cover the taxes for them.
Michael: Okay. So that's good, man. That's really, really good.
Oh yeah. Nice. So then one of the last questions I wanna ask you is, throughout this time, how is this affecting your
Noel: personal life? So we have three kids, eight, seven, and two. my wife spends most of the time with them. I'm home like probably Sundays, you know, like depends Sundays or Saturdays. But we understand like, you know, she has this one thing you need to be out there.
She tells me you need to be out there creating stuff, making stuff happen. Because at the end of the day, we may be sacrificing now, like I may be sacrificing now, like with a lot of times with my kids, but I know for a fact that as long as I'm present for the events for the little birthday parties, right.
for their, like, you know, like, like theoretical, uh, uh, kind of shows or anything that is happening in school. And I'm away during the daytime, even evening times, even for days, sometimes when I have to travel. they get it. at the end of the day, for me, it's more about where as our future, how long do we wanna work and where our kids are gonna be down the road and how is it all gonna be turning out because.
If I have to, let's say go for a long time, I'll tag the kids along with me. Mm-hmm. So if we are gonna go out scouting for an acquisition or for a place, the kids are coming with us. Right. They'll be like, Hey daddy, where are we going? Well, we gonna go check out an office. Let's go. that's where my work-life balance is, Michael.
Michael: Gotcha. Okay. Nice. No, I appreciate it. Thank you so much for being with us. It's been a pleasure. But before we say goodbye, can you tell our listeners where they can find you?
Noel: Yeah, absolutely. So I give all my personal numbers. Okay, so my number is pretty cool. 8 1 5 6 7 0 2 9 2 3. as long as it's not a scam, or a spam or you know, one of those three marketers, I'm cool.
so again, it's 8 1 5 6 7 0 2 9 2 3, and we are@www.secure dental group.com. Or you can follow me on Instagram, Dr. Noel.
Michael: Awesome. So guys, that's all gonna be in the show notes below as always. And Noel, thank you so much for being with us. It's been a pleasure and we'll hear from you soon.
Noel: Thank you for having me.
(If you DO want to work with Wonderist, be sure to mention this podcast/ episode!)
Reach out to Wonderist here: https://offers.wonderistagency.com/thedentalmarketer
Welcome to this week's Monday Morning Marketing episode! Today we're joined by, Sabrina Disney, from Wonderist Agency. We are going to dive into the exciting topic of expanding your business beyond its current borders by tapping into nearby markets.
From mastering the art of local SEO, to ensuring your practice's name and location feature consistently across web platforms, we explore the fundamental strategies to gain a competitive edge. Learn how honing in on your primary tag for Google Business listings and then exploring secondary offerings can boost your online visibility. We also uncover ingenious ways to scope out and analyze your competition's tags to stay ahead of the game. Plus, discover the power of crafting a compelling "Geo Page" to win over new markets and supercharge your success!
If you've been ranking highly in your primary local market, listen in to this episode for tips and tricks on expanding with SEO!
You can reach out to Sabrina Disney here:
Website: https://www.wonderistagency.com/
Other Mentions and Links:
Google My Business
Google Chrome
GMBspy
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Sabrina, so talk to us about s e O. How can we utilize this, or what advice, suggestions, or methods can you give us that will help actually attract new patients through s E O?
Sabrina: Great question. You know, when we talk about effective like local SEO strategies for both new and established dental practices, the list essentially never ends.
It's always ongoing. There's always more to do, right? Mm-hmm. So today I'd kind of really like to talk about boosting your local dental presence, not just in that immediate market, but you know, the potential to expand into surrounding markets. I'd love to kinda just start with the one and only Google business profile, right?
So optimizing your Google Business profile is the best strategy for enhancing your local s e o and increasing brand awareness in that target area, right? So I'd love to kind of just talk about some known ranking factors. First, of course, pretty self-explanatory. This is gonna be your practice name and your location.
We wanna make sure that your practice name reflects that of your website as well as your address to make sure that you know name brand consistency is key, right? Second, we're gonna dive into a little bit more of the fun stuff. So this includes primary and secondary categories. So what is a primary category?
So this essentially will explain like your dental practice as a whole, right? this is known to be one of the top ranking factors that goes into ranking your business on Google. dentists can choose from about 13 different primary categories. So, This is anything from, you know, dental clinic to dental hygienist to cosmetic dentistry.
where do you start with these, right? There's so many to choose from our recommendation, and mine always is, you know, unless they're a specialty practice, like pediatric cosmetic, the most effective primary category that you're gonna wanna go for is dentists. Why is that? Why do we wanna just do dentists?
It seems a little bit more basic, right? So the term dentist almost always has more search volume, right? So for example, if you're in a new area, you're searching for a dentist, chances are you're gonna start with those core dental keywords like dentists. Dentists near me, dentists around me, right? So we wanna make sure that, you know, we're really optimizing your Google business profile in line with both your practices, values, as well as what's really highly searched in your area.
So, secondary categories, right? You get a maximum of nine different extra categories to put on your Google profile, which is also insane. Of course, these secondary categories, they don't hold as much weight as your primary, but it's still really important to build these categories out. So kind of where to start with this, right?
My main thing is pick the ones that really make most sense to you. You know, if you do teeth whitening, add that, you know, if you offer emergency dentistry services, add that as well. also a pro tip from Sabrina Tru. This is from me. there's some really awesome chrome extensions that you can add to your web browser to see exactly what secondary categories your competitors are choosing.
So this way, if. You know, there's an competitor. They're ranking number one for dentists near me. In your area, you can actually see what primary category they're using and what secondary categories they're using. So there's a lot of really awesome research tools that you can also hone in on your competition while also making sure you're focusing on your practice's values.
Nice.
Michael: Real quick, I wanted to ask on the, where do we add these secondary, like where can we find that and then where can we find the chrome extensions?
Sabrina: Yeah, for sure. So for the secondary categories, all you're gonna go is go to your Google business profile. It's gonna be right under that primary categor, so it'll be like add additional categories.
So you can go ahead and just hit that and add up to nine extra categories. So this is also really great if you wanna give your profile a little bit more boost on those other categories. And then for Chrome extensions, all you have to do is go to the. Extensions. You can just type it right into Google.
You can say extensions and a Chrome extension, GM B, spy, which now it's G P P, but GM B Spy is a really awesome tool to use. It essentially, um, will analyze competitors. All you have to do is search them in the local map pack, click on them, and it'll show them all
Michael: that data. Interesting. Okay. Awesome.
Sabrina: so let's talk a little bit more about attributes. attributes are really important as well when you're ranking, right? So, including from the business attributes. So identifications of your business. You know, if you're a woman owned dental practice, if you're veteran owned, it's really important to add these to these, your profiles, of course, not just if people are searching for them, but also to differentiate your practice.
This includes also service offerings in the attributes section as well, so, Kind of diving into whether or not your practice offers online care, if your practice offers language assistance. These are also really great differentiators that can help you stand out from your competition. Heading on to reviews.
So it's known that you should have a maximum of 10 reviews to see a ranking boost. Right now, if you're in a really competitive area, chances are those established practices if your new practice are gonna have hundreds of reviews. So it's really important to come up with a consistent strategy for gaining those reviews naturally and consistently.
And then of course we all know this. Number five service offerings. Add all applicable service offerings that your practice offers. This is anything from dental cleanings, dental crowns, dental implants. If you offer it, add it. there are a lot of other really important factors when, when it comes into, you know, optimizing your Google business profile.
But you know, the ones of course that we discussed, and I'm sure that you've heard, Over and over again. This is a really great starting point for your practice. So I'd kind of love to get into expanding your local SEO presence with Geo Pages. Mm-hmm. Mm-hmm. So, yeah, this is a really interesting. Thing and something I think a lot of practices don't really utilize as much.
So let's say you're a dental practice and you're really crushing your primary market, right? And you're looking to expand into surrounding markets near your location. This is where Geo Pages a k A, this is just a really fancy name for targeted location page. So with these targeted location pages, practices can actually begin to show up outside of their primary market.
And of course, before I jump into this, it's always important to note that s e will always work best in your primary market where your practice is physically located. However, that doesn't mean that ranking outside of your market is impossible, and factors are all determined by, you know, what your competition is like as well as where you're located.
So let's kind of get into what is a Geo Page? Mm-hmm. A geo page is a page that your site is essentially focusing on a specific service in a city that your practice isn't located in. So these pages are different from your location pages on your site. So your location pages are where your practice is actually located, right?
These geo pages are targeting different markets. In different cities. So these pages should really target keywords that are more highly searched and, you know, services that your practice would actually like to offer to potential patients in the surrounding areas. So I love my examples. So for example, let's see your practice.
Who's really crushing it in their primary market? We'll call that market Market a Let's say you really wanna start to capture clear aligner patients in a city nearby. We'll call that market B in order to hit you know your target patient goals. This is your chance to create a geo page.
Google really loves pages that are to the point and dedicated to a specific city and service. It's honestly a really simple strategy. Google does have, so creating a Geo page titled, you know, clear Aligners in Market Fee is a great way to start showing up on Google in this market.
Michael: if we wanted to start locating the geo page, where do we kind of go from there?
Sabrina: Yeah. Are you talking about kind of like where, where you're looking to expand? Yeah. Yeah, that's a great question. Um, so normally when we suggest expanding into, you know, different markets, it's normally markets that are fairly close to the practice and we really wanna make sure that we're really authoritative and ranking really well in that primary market at first.
So, for example, if, if you're in market a, you're in a rural, rural area, you're, you're doing really well. And, you know, market B is maybe, you know, 20 to 30 miles away and it's also a more rural area. expanding into that market, into that new patient base is gonna really help. Potentially drive, you know, new patients to your practice.
And now if we're kind of talking about what content we should add to this page and where to start, it's really important to think about if you were a potential patient and you arrived on, you know, this page, right? What would you wanna see? If it's a little bit out of the way, if you know I have to drive a little bit, I'd probably wanna see, you know, some directions, uh, from, you know, that location to, you know, the practice.
I'd also like to see what makes that dental practice different from maybe others that are already in my area, that are maybe offering clear aligners. So really showcasing your practice is gonna be the best way to help drive new patients from other markets.
Michael: Hmm. Okay. that's good. So then anything else on Geo page?
Sabrina: honestly offering something special, making it special to that people will drive, will call, will come to your practice. is the bottom line.
Michael: What have you seen, Sabrina, from your area of expertise like this is the offer.
Speaking from like, or looking at it from a general, cuz for example, if it's like a, a dentist right? Or somebody in the dental industry, we're easily like 5% off, 10% off. Oh my gosh, that's a great deal. But if we're just walking down the street and we see it, we're not gonna be like, oh my God, 10% off, we gotta, or we're looking at it.
Right? 10% off my first exam, yes. It's, um, and that is enticing so to you. Yeah. What have you seen where it's like, these are the offers that we've seen Yeah. Work really well? Yeah, I think
Sabrina: having free consultations is a really great benefit. Um, and maybe even having consultations that, you know, Patients can schedule virtually.
I think if your practice is a little bit out of the way, it'd be great if a patient could, you know, see her face virtually versus having to drive all that way. I also think something that is really important to have is having. Before and afters, on those pages. Any practice can, take so much money off and, you know, have all these great offers.
But really showcasing your work and what you do is gonna make me as a patient, feel like, oh, you know, they do really great work. They know what they're doing. I'd rather go to them versus another practice that maybe is giving me a better offer because I know for a fact that they're gonna do a great job.
Michael: And you want us to showcase these before and afters on the Google My Business page, or,
Sabrina: uh, you can showcase it on the Google My Business page. You can showcase it on your site, on these Geo Pages, really anywhere that you expect people that are gonna actually come to these pages, right? You wanna really showcase who you are as a practice.
Michael: Gotcha. Do you think, I know we, let's, we rewind a little bit. We talked about putting, review the attributes, reviews, service offerings, right? And we wanna mention everything. does it kind of apply to like, you know how mill and postcards, they're like, Hey, just give us like your three best, four best things, right?
If you put everything on that postcard, then Do you feel like it applies here too, or, no? We should put everything, everything
Sabrina: on here. I think when it comes to services, Put everything, because that's gonna be the main ranking factor in terms of if people are searching any type of service in your area.
Right? So for example, if you add dental checkups, but maybe you don't add dental cleanings on your site, Google might be like, oh, well they didn't actually add dental cleanings, you know, maybe. They actually don't offer it, even though you offer dental checkups. Right. So it's really important and for Google to be as specific as possible because that's what essentially is gonna, you know, drive more people to see that you're offering these services.
Gotcha.
Michael: Okay. And so any final advice for the listener listening right now who wants to optimize their seo? They're gonna start doing this, which you said, but any final advice?
Sabrina: Yeah, I think really starting from square one is gonna be, The best bet for you. There are so many different things that you can do, and it can be of course, overwhelming at times, but really honing in on, you know, your Google business profile, being active on there, consistently updating it, is gonna really help with just driving local.
Traffic and then of course, you know, trying new things. if you see that maybe geo pages are something that you wanna do and maybe you're looking to expand into a new market, try these geo pages out. See if, you can rank in another area. It's really fun to try, you know, different things and d different strategies.
That's, you know, the brilliance of SEO and what we do every day, because some things might not work in certain areas that they work in others, but, It's really important to just be creative and try different ideas while also, you know, honing in on things that actually do still work.
Michael: Awesome. Awesome.
Sabrina, I appreciate your time and if anyone has further questions, you can definitely find her on the dental market or society Facebook group or where can they reach out to directly? Yeah,
Sabrina: um, you can reach out to me at my email. Um, I work at agency, so, um, yeah, we can totally link my email in here. That would be great.
Awesome.
Michael: So guys, that's gonna be in the show notes below as always. And Sabrina, thank you so much for being with me on this Monday morning marketing episode. Thank you so much.
Today we're going to introduce a game changer in the dental practice management software world...
This is an innovative, all-in-one, cloud-based practice management software, and it offers an array of powerful features that are custom built for dentists by dentists ready to revolutionize the way you work.
If you are a start-up and decide to sign up with Oryx, they will NOT charge you a single dime, until you reached 200 active patients!
They are partnering up with all startup practice owners and making sure you succeed, fast!
Click this link to schedule a FREE personalized demo and to see more on their exclusive deal!
Guest: Sundar JagadeesanPractice Name: DentiqCheck out Sundar's Media:Website: https://www.dentiq.nz/
Email: sj@dentiq.nz
Other Mentions and Links:Kois Center
Venmo
PayPal
Zelle
The Thriving Dentist Show with Gary Tackacs
Equa Marketing
Google Ads
Bing
Scheduling Institute
Dr. John Kois
The Psychology of Money - Morgan Housel
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Do you best to stick with your practice philosophy and communicate that to your team! The details become easier when values are understood.
- If you're a comprehensive service, the extra time taken in patient onboarding is worth it!
- Don't overload patients with all the ins and outs of procedure details. Keep their health as top priority, but simplify your treatment planning so it's understandable.
- Cashflow is the underlying issue from most problems in business. Once this is in order, you free up bandwidth to serve more patients!
- Using a non-scripted approach to patient calls and asking lots of questions can be a great way to add a personal touch and show interest.
- Sometimes it's better to lock down just the big picture strategy and then brainstorm the implementation with your team.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: Alright, it's time to talk with our featured guest, Dr. Sundar Jaen. Sundar, how's it
Sundar: going? I'm good. It's quite cold down in New Zealand here. I know, I think,
Michael: I believe we have quite a bit of listeners in New Zealand, but I, we've never had an actual practice owner from New Zealand, but, We're excited to dive into your practice.
Sundar: I've been actually following your podcast for a while now, and I've been listening to you for a while, so it's quite awesome for me to be on the show. I
Michael: appreciate that, man. Thank you so much. Yeah I'll Venmo, PayPal, you ze use after this. We'll be like, thank you for the shout out, Zender. I appreciate you, ed.
Thank you for the support, but could you briefly introduce your dental practice and the demographic you primarily serve?
Sundar: So basically we are a general dental practice fully catering to family dentistry from fillings hygiene work to rehab. Full mouth rehab, fully restorative implants. We place our own implants and I do a bit of microscopic endodontics as well.
So it's a fairly good mix of general dentistry and a wee bit of advanced restorative dentistry, as I would like to call it. The demographics here in Napier is basically, a middle to upper middle class group. And we are the fruit bowl of New Zealand. Like, it's quite a horticulturally, quite a big space in New Zealand and we export a lot of citrus fruits, stone fruits and the economies mainly agriculture based.
Yeah.
Michael: Okay, wait, real quick. What's the currency over there?
Sundar: New Zealand dollars. Oh okay. Yeah. Interesting. Around and dollar and a half compared to the US dollars. Okay. Okay. So buys one and a half New Zealand dollars. Yeah.
Michael: Gotcha. And that's the main thing over there at the agriculture, like the citrus fruits.
You guys export that,
Sundar: In this region, yes. But in general, New Zealand has the main industry here is dairy farming. And so we are quite an agrarian society. Gotcha. Yeah. Yeah.
Michael: Interesting. Good, good lesson for us. Awesome. So then that's the primarily the demographic you serve. In which category would you place your practice?
Would it be, DS o, private practice? Solo doc? Do you have multiple doctors or general.
Sundar: So we are fully small boutique practice. I started the practice in 2018 by myself and then in 2021 I had my first full-time associate joined me. And then she worked with us for 2020 and the whole of 2022.
She's back in California at the moment. And we've just started another dent associate dentist who started with us early this year. And we had a bit of a three month changeover. So there's two of us with one hygienist. It's a fairly small practice.
Michael: Okay, nice. So then how did you know you were ready to bring on the associate full-time?
Sundar: So when I set out the set out at the practice, my goal was to get a hygienist at eight months. So, but at six months we did bring her in at a kind of couple of months early. And I told myself like, the day when my new patient booking goes past three weeks point, I'll get an associated.
So that, that's what it took me that length of time. We didn't plan it to be in two years or three years. whenever organically the practice grew we were going to do it. But 2020 after Covid hit, we went into this big lockdown and when we came back there was a huge influx of.
Patients coming in after the lockdown and I couldn't handle it. And that's when we said we'll get an associate three week point was my cutoff.
Michael: That was it. You're like, at three weeks we gotta, and immediately she jumped on us full-time. Or was it part-time and then
Sundar: full-time? No, straightaway. Full-time. Ah, straightaway.
Full-time. Yeah. I didn't wanna start an associate part-time for a reason because. My practice philosophy is very comprehensive dentistry boutique. You are, you are, You are looking at a patient. You are trying to understand it's more personalized. It's not like a DSO where you are just going through the numbers, kind of.
focusing on a very limited number of new patients a month. So I wanted a person to come in full-time who would absorb into my philosophy first. And then go in, like, if I had a part-time, then the dentist has to work in a different practice with a different philosophy and half the philosophy in my place so that there will be a clash in their mindset.
So that was my reasoning behind us asking someone come in, you come in full-time. Yeah. And you've been with me.
Michael: Yeah. Gotcha. Okay. Was it easy finding an associate.
Sundar: It is actually fairly difficult to get experienced associates in New Zealand at the moment. So I'm actually interviewing another dentist from Colorado and he's quite keen.
Looks like our philosophies are kind of coming together. And then hopefully in 2024, we'll try and be a three dentist practice. Oh, wow.
Michael: I thought you were interviewing associates in New Zealand, but sounds like you're interviewing associates everywhere, right?
Sundar: Every anywhere in the world, to be honest. Mm-hmm. in New Zealand at the moment there's a shortage of experience, dentists.
So my practice is at a stage where unfortunately I'm not able to mentor a young graduate, come in and. And kind of take them through the learning curve. We've reached a space where we have to kind of hit the ground running And also in New Zealand, because of after covid, especially the, there are a lot of people who expatriates who came back into New Zealand. When the lockdowns happened the rest of the world and they've all gone back out, back to Australia, us, uk, and all these countries. So, so there's a real shortage of experience to clinicians.
There are, there's a good pool of new graduates coming through. Obviously new graduates they leave. Two or three years to warm their feet up and kind of get into the rhythm of doing dentistry at an advanced level. So that's where we are a bit stuck. And I think the government migration policy is a bit they're opening it up as well post covid.
And so, so at the moment it's a bit easier to get a dentist from overseas, experienced dentist, I mean,
Michael: Okay. Makes sense. Makes sense. So you're growing pretty quick. So what has been your experience with, different marketing companies and which strategies have proved to be most
Sundar: effective? So originally when we started we were focusing on Ground marketing quite a lot, like newspaper ads, radio ads, print ads.
Like, like put inserts into the local newspaper. Deliveries. We did get a good uh, group of, patients from that, but not enough to sustain a full startup full-time practice. It was like kind of half and half. And that's when I started researching and learning about s e o, and digital marketing.
And the previous website I had wasn't good enough. one of my cousins he worked in the IT industry in the uk, so I asked him, can he review my website and tell me. From a non-dental point of view, from a patient point of view, do you think it's informative enough to do it?
And he gave me a big list of corrections to be done on the website. And so it kind of built up into this whole situation. This was around just before the lockdown, just before Covid. We knew that Just ground marketing is not gonna work for us. so we decided, okay, we are gonna go into digital marketing if we are gonna expose ourselves in the region and also just across the region.
Like New Zealand's quite a small country. We are in the north island of New Zealand, four hours drive south of us is Wellington the capital of New Zealand. so we said, okay we are going to concentrate on the region more. And then we went into digital marketing quite a lot, so, And at that stage I was listening a lot to Gary aka mm-hmm. the Thriving Dentist Show. And I came to know about Equa marketing. And then we signed up with them. And we are going on with them for three years now.
Michael: Okay. So Echo marketing. Marketing. Yeah. Okay. And so the most effective thing, do you know currently what they are doing for you digital marketing wise?
Sundar: Yes. So they manage our website the content in the website, and they manage all our social media handles. They pretty much manage the whole online presence. they keep working on the website quite a lot. Like they keep doing all my, content review.
And pretty much every month there's new content being written and updated into the website. I do a bit of writing myself as well. And they proofread it and correct my blogs and they include that into the website and More of educational pieces for patients. So we do that a lot and they, they manage the whole lot of that.
Google marketing what is it? Like Google Ads. So they do all that part and then they manage that as well.
Michael: Okay. Okay. Interesting. So then how much budget do you typically allocate for your marketing activities?
Sundar: for the first two years I decided I'm gonna allocate 5% of my, gross profit.
So we did that. And then since we moved into ewa, it's a set fee. I think they charge around 1200 US dollars a month for the whole thing. And that has locked in my. Budget with them 12, $15,000 a year. And then we put another 5,000 US aside for, we still do a bit of print marketing and newspaper marketing and all those things.
We just use a wee bit of that kind of a mix. Radio, primetime radio. Drive time, radio. Newspapers and all those things. We mix it up a VB bed. But I think mainly our patients are coming. Like I did review the reports on oryx last night and it was pretty much search engine for, since 8% of my patients are coming from search engine, from
Michael: seo, from like their, the search engine, Google or Bing or something like that.
Yeah. Gotcha. Okay. Interesting. And how many new patients are you currently getting
Sundar: a month? So average we are averaging at 50 patients a month, 50 new patients a month. And for the first two years, obviously, because every patient is a new patient. Mm-hmm. we were, first year we had it good, to be honest.
We were averaging close to 1 20, 1 50 a month. Uhhuh. There was a bit too much to start with, to be honest. I didn't have the time to concentrate on the personalized care I wanted to develop in this practice, but then it worked out like not all of them were looking for a comprehensive dentist at that stage.
Yeah. Some of them were like, oh, it's a new practice. We'll check 'em out. Kind of people coming in as well. Yeah. And local social media influencers coming in to check me out as well. And there was bit of that happening as well. And it did, we did manage well in the first two years. But digital marketing is where we settled into the.
Grew.
Michael: Okay. So it was like about 120 at the beginning, but then you realized that was too much in the sense of the quality that you wanted to provide. 50 right now is a sweet spot.
Sundar: 50 is the perfect spot for me. we are back at the stage where with 50, we are with two dentists.
We are back at that three week mark. So need another one. We decided, we said we'll go for another associate. Yeah. So that's how we are progressing. Okay.
Michael: Yeah. Okay. That's interesting. And then how equipped would you say is your team in converting calls into actual patients?
Sundar: We did have fairly decent front desk group in the last four years, but I think we have finally nailed it with the two.
Ruth and Detroit will come into our clinic now, in New Zealand. First time we have a, probably not the first time, but very rare occasion we have a male front desk person they have got onto the concept quite well and they understood the philosophy and they do a lot of I wouldn't say.
A hundred percent. Like they're not filtering people, but they do a fair bit of pre-screening in the phone and then they bring patients on board. I think FrontDesk, as long as they understand the philosophy of the practice and they believe in the philosophy, they'll be able to convert a phone call to a person on the chair.
And we spent a lot of time in the last 18 months to train them in the philosophy, and then that has rolled over into good conversion rates as well for us.
Michael: What do you do if you can break it down for us to like, and remind us again real quick what the philosophy is, but at the same time, let us know like, in these 18 months, this is the system that we need to start believing in.
Sundar: The philosophy of the practice is we are looking for patients who are seeking comprehensive care. say for example, they have a toothache, they come in, emergency patient, that's the limited examination. They're coming, they coming in for an loe, they get them out of pay. But then we explain to them about a comprehensive dentistry like we do a full coe full panel.
Full set x-rays, full set photographs and get to treat the whole mouth. And any dental pathology we see in the mouth, we want to treat it and get them back to good health. So this is the one line of the philosophy and I told my friend desk that we are almost like dental evangelists in this part of the world.
To me, the patients coming into my practice, we are pretty much our, their last chance for dental redemption. they have to hear what they have to hear. So we need the time and resources to spend time with them, explain what's happening in their mouth in more detail. What I find is people with they don't have the patience to listen to what all is happening in their mouth.
They have a toothache or a problem, one single problem, and they want to just get that fixed and they wanna move on to the next part of their life. But challenge for us. Or for the front desk is to convert that single person from that mindset of pain, attendance or pain relief dentistry to a comprehensive patient like once we move them, or at least so the seed that you can be a bit more healthier.
You don't have to lose a tooth every two years and you're still paying money for an extraction. At the end of the day, you don't have a tooth to show for the money you spent. And that's something I tell my patients all the time. And if unfortunately you lose this tool, We don't wanna lose another one.
And that's the starting point. And then we took the time to kind of do clinical retreat days management retreat days, practice retreat days, with the whole team. And we would sit down and thrash out and we'll take randomly uh, a few concepts out of what is available out there. And then we sit and discuss, okay, this is what we want to do.
How we are gonna do it. I'm kind of a big picture guy. I get, get the gist of what I want to do and then I roll the idea to my team and ask them how you want to do it. And when they decide, okay, this is how we are gonna do it, this is how we are going to speak to the patients, and all those things.
And then it's their concept. It's, they believe in it and they know how to do it. It's because it's not trained or it's not out of shield for them. For me to come back and say, this is the word b hg gotta use, yes, we do discuss verbiage, but then it's not scripted, it's out of coming out of their core belief.
That they want to see good, healthy smiles. And they kind of explain that. And we do these retreats often. And once we do these retreats, often they, over a period of time, they get to understand my thoughts and what I wanna achieve for the patient. And once they believe that, then the phone call conversion happens a bit better.
that's what has worked for me.
Michael: So there's no specific script that you guys follow? Like, oh, if the person says How much is it for, you know what I mean? Like a implant or do you take my insurance? There's no specific like, oh, we're gonna wanna
Sundar: say this. No. My biggest thing for my team or front desk instruction is ask them more questions to understand them.
Each call will be different. There's no scripted questions to us. And all they do is just try and question them more. Like, okay, if you are asking for how much it is, why do you ask them? Have you, do you have another call? Or do you have what kind of treatment are you looking for? Say for example, how much is an extraction?
Then the next question would be, Is it a front tooth or a back tooth? Oh, it's a back tooth. Oh, how broken down it is? Oh, it's quite painful. I think, you know what may, so the conversation kind of drags on from there, but the main thing for the front desk is to express or impress on the patient's mind that unless a dentist sees the mouth, you're not gonna get an answer precisely.
So that's where they're driving and then the conversion happens and they come and sit down, have a chat, and once they're in the chat, then it's up to the dentist to express my philosophy of teach them, educate about having this whole concept of comprehensive dentistry. but we don't have a totally set script.
We don't have that. No.
Michael: It sounds like you take a lot of time investing in the onboarding, right. Of your team members. You're not just like, guys, throughout this time we're gonna be learning quick systems. Follow what the office managers telling you that it's not like that. It's like we gotta onboard.
And a lot of that time, more than 60% is like, It really internalizing the philosophy so you can care a whole lot. Yes, exactly. About the patient.
Sundar: Yeah.
Michael: I like that. I like that a lot. Yeah, because you almost feel, they say that's like a thing in, in selling, almost like they say when you sell, if they say no, you want to feel bad, that they're like, this thing that I have for you is gonna help you out so much.
I feel bad that you're saying no. Exactly. Kind of thing. Okay. Interesting. I like that. I like that a lot. Your philosophy.
Sundar: It does take time though. The downside to the concept of the way I do it, it does take time, for a person and I, yes. I have had staff members who come in and they themselves are a bit impatient to get rolling So the whole process gets, sometimes it's a bit, too slow for them and they pull out, but I said like, that's fine. Like you, you might as well go now. So that has happened as well.
Michael: Yeah. No, but it's good. It's good that you are, you know, you're sticking to your guns kind of thing. Yes. And making sure not adapting to them.
Interesting. Okay. So then, Right now, throughout this process, what have been some of the best companies you've worked with and some of the worst companies you've worked with that it just didn't work out for you?
Sundar: one of the companies which did not work out for us was Scheduling Institute. So we did some time, like we spent almost like six, seven months with them. But they were really nice people. The concepts, I liked them. call it cultural difference between the two countries. I don't know, but I felt or my staff felt as well, they were a bit more aggressive or a bit more scripted.
And that's where I got my concept of I don't want it to be scripted. I wanted to be organic. I want the patient to feel, be part of like walking into a friend's house, And that's the organic feeling I wanted in my practice. So we said no we will stop scheduling Stuart, we'll come out of that.
So Shelling Institute something which did not work out for us, but two people who influenced a lot in my. Two people, two companies, so to speak, one is Dr. John Coce from the Coy Center in Seattle. He taught me the philosophy and the treatment concept and how to do higher value dentistry.
at the same time, John also teaches you how to grow yourself as a person. And it kind of, The whole tribe is about being, doing better for yourself, doing better for your patients, doing better for your team, doing better for your family. it's this whole concept of working towards excellence.
I learned that from John. And then the other person is Gary Tagus with the Thriving Dentist Show. what I learned from him was the whole concept of co-discovery being honest with the patient. If you don't know something, you don't know something, if you wanna wait and watch, you wait and watch.
and if you are not desperate about making that sale, it happens. there's also like, like a subtle element of. Being detached to the sale. You want the health for the person, it's not a sale kind of target driven agenda there.
I learned that from Gary ERs and it was an organic move from him to Equa as well.
Michael: Yeah, that's true. I feel like if you don't have that monetary value all the time, you more have the, I need to help this person value.
Sundar: Yeah. Yeah. Because there's a conflict of interest, right?
Like you, we get paid. For the help we do to people. Whereas an NGO for that matter, they don't get paid for it. And then there is a concept of gratification. Like they, they're doing it for the sheer fan of doing it, the sheer satisfaction of doing it. And when we change the practice or the whole practice model, do that part, that's when it becomes easier for me to speak to the patient and say, You know what, you have all these problems, but it's great.
Like it's, I'm getting excited. I could do this for you. I could change this for you. If you want to go. If you are ready when you are ready, I'm happy to do it. Yeah, and I did a presentation as last night and I was super excited. I was so buzzed out. The last two hours before the presentation I was just waiting to go into that case presentation and it worked out right?
Like she enjoyed it and that's where it is. She wants to go ahead, but she still has to make the commitment financially and all those things. I understand that, especially with this whole new recession happening and the cost of living crisis and all those things. We understand people in where they are in their life and we give them the space they give back, into the practice.
another company which has really worked with the comprehensive care, what we are trying to do is, oryx the dental software. Because I feel the software itself should support a clinician to make better decisions. And it should be intuitive and interactive to your workflow.
A software should not be just a recording medium. Software should be part of your workflow, and that's what I like about Orx. from the time the patient, the phone call comes in, the interaction new, the welcome. Email, which goes out, the new patient forms, which goes out.
Uh, Cause of my time with the Coy Center, this is fully embedded with the coy philosophy, the forms and everything. And that kind of speaks to the patient from the word go. That I've come to a place which is different. I've come to a place where they take care of me as a whole person, Not as a single tooth or a as a number. So Oryx gives me that platform to speak to the patient it's a soft, subtle message which goes to the patient that I am comprehensive, I'm looking to treat you comprehensively, and that's what our excuse is.
And the moment the patient walks into the clinic, the way we take them into the room and settle in and we do the whole charting process. They could see the screen and we go through radio. Like the structured exam process. Dr. Coy teaches like radiographic exam TMJ tool structure, head and neck lesions morphological lesions, orthotic classifications, periodontal dfa, airway.
I don't think any software, as far as I've seen, is so extensive and patient care centered, health centered, person centered I don't think any other software facilitates this kind of care. At least I've not seen it. Yeah.
Michael: No. It's, that's fantastic. How did it take your team?
Because you say there's a lot, right, that Orix offers and there's a lot of things and I feel like when it comes to softwares that have a lot, sometimes it either we tend to say like there's too many bells and whistles, or we tend to the team. It takes a lot for the team to get on board to know it, to understand it, you know what I mean?
Did that happen with you or no?
Sundar: It did not, to be honest, it did not because. I made a very conscious decision to hire people who were non-dental people. From the, so all my staff, a first time into dental industry, except for my first practice manager who started the clinic with me, she had 20 years of clinical experience, like as a practice administrator.
But. Her time was done in the first two, three years, and then we made a conscious station to hire people who did not have any dental experience. So they came in with no baggages. They were not exposed to different softwares. They were not exposed to different philosophies. All they had exposure to was their own dental care themselves.
Met a dentist, had a filling, had an extraction done, or whatever treatment they've done and that's about it. And another personal project we have as a family like me and my wife, is to encourage younger dental assistants who come to us. We encourage them to go on to a hygiene school or even dental school.
So we motivate them to go on and do that. I see. So we kind of get people in from the homeschooling group. From high school dropouts and all those things. They come in, they get a bit of a grounding with us, and then they go back into schools. So we get people who are non-dental all the time.
Michael: So it's easier to train them, especially with a oric real quick. Yeah. How much do you, if you don't mind me asking, how much does Orix cost? How much are you paying
Sundar: for Orix? I'm paying. hundred and thirty $5 a month. Okay.
Michael: Us. Us. Okay. And that's with everything at the very end. If you can tell me two things, what is it that your team, or three things, what is it that your team really loves about Oryx?
The patients? What do they love about Oryx
Sundar: and you, the team likes about Rx is. It's very easy for them to manage the scheduling. Mm-hmm. And the exam part. And then the treatment part, treatment planning part, I mean. So everything is segmented and everything is, is on a dropdown menu. So it's very easy to use.
And that's what the team has told me that's the easiest part. from a patient point of view, all patient communication, is pretty much on a click of a button. Like, for example, one of the smallest things, but I love that feature is save the date, appointment. As soon as we book the patient in the room, we just click a button, it sends them out a text.
I've asked this at my. Medical doctors, clinic. Can you send me a text so I don't forget it? I don't have to note it down. I don't have to write it down. They say, oh, we'll send one the day before, but to me, that's too late. So it's instant. And things like that, like small things like that, it's easy.
And another thing patient from a patient point of view is, or ex, as soon as you get all your exam data very correctly and put it in then it gives you Dr. Coys diagnostic opinion automatically and it gives you the risk assessment, printout automatically. So that's a big thing for me.
Making the patient understand, you know what this is what is happening in your mouth. And it's very easy for us to explain to the patient, especially in a comprehensive setting, you have to look at the whole thing. You have to look at the gums, you have to look at the teeth, you have to look at your, your aesthetics and all those things like it's organic, the whole thing.
And patients like that. Patients like that because everyone wants to speak about themselves, right? Like everyone wants to, hear others speak about them. And when I give this report and they read it, and it's like, oh, that's me. Oh, is this what's happening? Oh, is this what's happening?
Oh, that photo looks horrible. That x-ray looks horrible. They don't read x-rays, but. As soon as they see it on a piece of paper, physically on their hand, that makes a difference and Orx makes that possible from my point of view. For all these reasons, it makes my life easy. the biggest thing is when I first did the COI Center curriculum, my biggest challenge was how am I gonna implement this?
I'm half the world away. I don't have the same kind of support system as a dentist in US has, like, they have local COIST members, easy support system. But I'm here. But then to me, ORX becomes my link back to the coy Center on an everyday level. It's a reminder for me, like, you go through this checklist, you not missing anything.
Exam, you go through cavities watching existing illustrations. It's pretty much like what Dr. Coy speaks about. The checklist manifesto the book. Quite big on that in the first couple of sessions. He speaks about it like and how he trains us to, he says, you should not have cognitive overload.
You should be thinking how you can make the patient better, but you shouldn't be thinking, have I noted this down? Have I noted this down? Have I, am I looking at this correctly? That's cognitive overload. I don't have that cognitive overload anymore. My energy is spent to interact with the patient, understand the patient, and present a comprehensive plan to the patient rather than, oh, have I noted how, what is the mobility?
Have I noted? What is the periodontal pocket depth? Have I noted cavities? It's all there. It's a checklist. You just go through the list. Your exam is done. it's very systematic. You don't have to think it. Think about it. Dr. Coys one of the things he says about not to have to think about things is apparently when he goes to the SeaTac airport, he parks his car at the same place.
when he comes back from the trip, he's like, I'm not thinking, where did I park my car? And all those things. He just goes to that spot straight away. He says, as dentists, we should preserve our brain and cognitive energy to serve the patient. Not to think about, oh, have done this, haven't done this.
I've done. And that is, that small concept has changed my life as well. In personal life. Now I go from home to clinic. It's the same route, same speed, same things. Like it becomes a routine and it's actually quite liberating. To do that.
Michael: Yeah. No, I like that. I like that a lot. So then it makes it a lot easier.
Everything, right? Everything. Awesome. Okay, so then switching gears here a little bit, have you ever faced a situation where the promise results were not achieved with the expected timeframe within your marketing or marketing company or previous marketing company
Sundar: that has been there? Sometimes that has been there with equa as well. But I've come to a stage where I kind of let it happen. Sometimes I feel I take a more philosophical back step and say, I'd let this go. I'd wait and see how it pans out. It does put a cashflow pressure when things doesn't happen a bit faster.
From a business point of view, it does put you on the spot sometimes, but, if we manage cashflow better as a business owner, like allocation. And that's another thing which has happened with us is since Covid. I looked at the profit for system. So the profit for system as such that from the cashflow point of view, has helped me a lot.
Some months are big, some months are slow. But then there's no consistency. We kind of get frustrated about, oh, the marketing is not working, conversion's not happening. Front desk is not doing their job. Or the DA hasn't followed up with the treatment plan presentation, or the, these frustrations a reflection of your problem.
On the behind is your cashflow. As soon as the money part is clear and slow and seamless. And as a clinician, as a business owner, my mind is clear to concentrate on the thing. So the frustrations on a day-to-day life from a marketing point of view or from a, staff performance point of view, I've got to a stage where, I'm not going to force and make it happen.
sometimes we do. I, I'll admit, sometimes it does get to me sometimes, but mostly, once we manage the cash flow a bit better, then we have the systems in place. We trust the process and just go through that hurdle and then just move on to the next one. So that's how I've been doing it in the last three years.
Yeah.
Michael: Do you ever approach them and say like, guys, what's going on, or what's happening or, anything like
that
Sundar: that has happened? We do have a bit of a heated huddle sometimes in the morning. That has happened. Like, like we, it happened recently last week. We came off a long weekend, first day back.
Couple of them were sick. And I was impressed. I wasn't happy. I did tell them, I did tell them the Tu Tuesday we were, and on the Wednesday morning when they were back, I did tell them, this is not on, you have to preserve yourself through the weekend so that you could turn up to work and be at your best.
They did something in the weekend, which didn't go well and they were tired of a bit sick to come back. And I do voice my frustration. I think as a business owner, it's also. Important for me to express how I feel for my team to know that I'm human. I have pressures of running a business, cashflow, paying them, paying suppliers.
There's a lot of financial pressures on running a business. And to me, it's about being honest and human, to your team. To the pressures of running a business and explaining it to them, like you guys have to sometimes start thinking like a business owner. If this doesn't work out, it's gonna put a big cashflow, press pressure on us, and on the clinical retreat days, another thing we discuss is the impact of today's sale in six months time.
That's what's going to translate as a pay rise to you. If that doesn't happen, if you are not helping me to do that today, please don't expect a pay rise to me from me down the line. in the pot. I can serve it to you. If it's not in the pot, I can't serve it to you. I'm not gonna pluck money out of thin air and give it to you.
Right. Like so. Yeah. Come on guys. We are a team. We have to settle down, get into the groove and do things so that we can serve people better, get paid better, and we share better. we do have those conversations now and then, in the clinical retreat days, we do explain it to them. Cause staff training days and things like that, we do discuss them team meetings.
Michael: Okay. That's good. That's good that you're able to open up about that, you know what I mean? But express it that way. today, if we don't make it the sale, what you do today? Is it gonna affect six months from now? Yeah, everybody's pay. Yeah. That's real good. Awesome. So then one the last questions I wanna ask you.
As a practice owner, what advice could you give our listeners who are new to this?
Sundar: I would say if you are starting a practice out, be clear in your value system, out of your value system, you deliver the vision for your practice. And once you get a concept of what vision, what philosophy you want your practice to be, and make it unique.
From what is offered around the area. Kind of backtrack it a bit, do a good area study, location study, be clear in your philosophy, and then stick to your guns and don't change the philosophy, at least within the first five years to see whether it's working or not. Do all your planning prior to that, before the day, first day you open the clinic, you go in and then you've done all your homework before that you're not there to change things.
You all you're doing is just to sit there and let it happen. one other thing I would do differently if I need to, if I'm gonna do a, another startup is. I'd get a fairly decent reserve cash flow, personal cash to protect the family or give the family a good year's living expenses.
One full year living expense before you go into it. Because one of the things we get carried away is, oh, we put everything into the new practice and we don't. Kind of keep reserves to take care of the family and cause the reality is, unless your family's happy, you're not able to concentrate on the new startup.
You need that freedom to concentrate on the new practice fully. So reserve cash is something I'm quite passionate about. I tell the other dentists here in New Zealand who are starting practices to at least have. Anything between me around at least a bare minimum of a $50,000 reserve, personal cash stashed away to take care of the family.
Yeah, and another thing I would say is look into Oryx as a software. I tell that to all my associates and all my dentists, all my friends, because the software itself should support your growth as a clinic. It should not be a recording medium, even for the associate who's gone back to California now.
I did suggest her to go with Orex, as a software for the new clinic. She's starting in, California. that's something I'm quite passionate about, having your systems in place. And then grow. And one more thing is, When you come to acute the practice, have the minimum to start with.
Don't over capitalize on the practice too early and be slow and adding things into it equipment wise, but have the real estate space ready for it from the word go. So that you don't have to, oh, I want to add another chair, but I can't fit it within this space. I have to move premises. So concentrate on your homework, getting the real estate right.
You don't have to put it out all in one go, and you could slowly work your way through. In the first five years.
Michael: Yeah. Awesome. Sundar, thank you so much for your time. We appreciate it. If anyone has any further questions or concerns, where can they find you?
Sundar: They can find me on my website.
dub do do ent.nz. Sj ENT nz is my email. I would love to hear from your audience. Yeah.
Michael: Awesome. Yeah. So guys, that's gonna be in the show notes below to reach out to Sunar and Sundar, thank you so much for being with us. It's been a pleasure and we'll hear from you soon.
Sundar: My pleasure, Michael. It was an absolute honor to be part of your show also a shout out to my team and my family for supporting me to get where we are today.
Thank you so much.
Michael: Awesome. We'll talk to you soon. Thank you.
Hey guys, welcome to this week's MMM! This week, we're getting back to SEO (Search Engine Optimization), covering both on-page and off-page strategies, with our expert guest, Brandie Lamprou! We explore the fundamentals of SEO, including the importance of word count, choosing the right keyword focus, utilizing internal linking effectively, crafting compelling meta descriptions, and creating SEO-friendly titles. Whether you're a beginner looking to start your SEO journey or a seasoned practice owner seeking to refine your strategies, this episode will help you start on the right foot with a strong SEO plan, improving your website's visibility in search engine results!
Jump into this episode with Brandie Lamprou to get up to speed on tried and true SEO strategies!
You can reach out to Brandie Lamprou here:
Website: https://gargle.com/
Email: brandielamprou@gargle.com
Other Mentions and Links:
Yelp
Yellow Pages
Google My Business
SERP - Search Engine Results Page
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Brandy. So talk to us about s e o. How can we utilize this, or what advice, suggestions, or methods can you give us that will help actually attract new patients through s e o?
Brandie: S e o has been around for at least 22, 23 years and his. It changed a lot over the years, but there are certain pieces of SEO o foundational components of SEO that are still very applicable today.
Foundational, s e o is not dead, even with all of the local pack and maps and using SER and using other tools. Foundational seo, which is on page seo. An off page s e o is still very, very relevant and very necessary in every dental practice website. And so, I think I just wanna touch on those components and make sure that people understand how SEO O works.
In the search engines as well as what OnPage and off-page s e o technically is. Uh, I know it can kind of seem intimidating, but it is just a series of components that we wanna make sure are visible and implemented on every page of a dental website as well as the external pieces On the internet and being found more consistently in the organic search positioning on Google.
So when you're looking at Google, the search results are kind of broken out into chunks for you. The very first thing you normally see is all of your pay-per clicks and your ads. For people who are running keyword, Google Ads. The next section is generally your local pack or your Google Maps, which come up, um, with the map next to it.
And that has your positioning there is based on, uh, not only content of your Google My Business, the verification of your Google My Business, but also the consistency of your listings on the internet. Consistently making sure your Google My Business profiles are updated with your hours and services.
so that is your local pack, and then you have your organic search results, and that's really where SEO comes in. Traditional foundational SEO comes in in those organic search positions. So. four on page s e o. Every single page of a dental website that you, you are SEOing for, needs to have about 650 to 1200 words.
So 650 is your minimum word count for a good nice Google crawl to index that keyword. Focus for the page and Raise you in your positioning. So you do wanna have a minimum of 650 words. You also, obviously those words have a keyword focus, so you determine that when you're writing the content for an s e o page and that keyword content, the keyword itself will be present in the title of the page, usually the URL of the page, and within the text body.
But the foundational s e o components have to do with your S e O title and your meta description. The SEO title is generally the title of the page. And so when you do go onto Google and you do a query the, and your organic search results come up, that very first line that you see in bold on Google, that is your SEO title, so it's very important to.
Make sure that that title contains your keyword focus. You also want that keyword present in the first paragraph of the page, but then also in the meta description on the page, meta descriptions are very, very important because meta descriptions tell Google what that page is really about. It's also what's crawled to get the, uh, snippets that are featured on Google, so that, uh, SEO title, your meta description, having the keyword focus clearly presented in the backend of the website.
Those are all key components to foundational, s e o and getting you index for the keyword you are going for on that particular page. those are really the, the, uh, foundational pieces of on-page s e o. You also wanna do some internal linking, which means you're taking keywords from other places within your website and you're linking them to the page.
You're SEOing so that there's internal linking, going back and forth out of your page to another page of the website and from another page of the website into the page. It keeps people also on your website longer. Which helps, helps as far as your bounce rates and things like that, but it also shows Google that you have more than just this one page, on this particular topic.
When you're linking it to another page that mentions that topic that content strategy of internal linking becomes much easier as you get into what's called clustered content for SEO purposes, and that's when you have multiple pages. Focusing on a search term keyword focus. Example being dental implants.
The first page that we create is dental implants, but then we may create five, six other pages that relate in some way to the core page of dental implants, such as, Make a page for all on fours implants that then links back to your core implant page. Make a page for denture supported implants.
link back to your dental implant page so that you end up with clustered content. And that's really a great content management strategy for showing Google that your site is a real resource for dental implants. Now with all these keywords, You always want to, uh, add your local tag to it.
So you want, you know what, d as dentists, what we're all looking for is local targeted traffic. So you want to add your city name before and after your keyword or within your keyword phrase. That's gonna really help you get, be found using the geolocator that, that Google has, as well as the content on your website, SEO Together.
Michael: Okay. Gotcha. Okay. That's interesting. Okay, so this is all on page, right?
Brandie: That's all on page, yeah. Okay. Okay. I know it's just one step. So the other, uh, side of that is your off page seo. That's everything that happens on the internet outside of your website. So one of the best strategies that you can, uh, implement when it comes to that is, Backlink strategy.
we, as a part of our gargle s e o product, we actually do order backlinks based on the keyword that we're focusing on for our clients. Which means that a blog is written on another applicable or relatable website that links back to our client's website as a resource for that particular keyword.
So the more. External links you have on the internet pointing to your website that actually makes Google, let's Google know that you have authority or you have knowledge and, and are a legitimate resource for that keyword term. and you want them to be reputable websites that are linking to you because there is a way of scoring the domain authority from the outside website into your website as far as relevance on the topic.
So that is called backlinking. And then we also utilize off page SEO with referrers. So when you do belong to directories, let's use directories as an external link or refer, uh, back to you when you are in a health grades or even Yelp, even um, you know, local directories, yellow pages, all of those things.
Anytime you have a link on those profiles that are pointing back to your website, that is helping you get those back links and get refers that point to your website. So the more links that you have going into your website, the better off you're gonna be in your long-term s e O strategy. At your off page seo.
Michael: Okay. Okay, so that's off page seo. Is there another thing for off-page SEO or those two things? Well, you know,
Brandie: going back again to like Google My Biz, your Google My Business profiles and the local pack, like all of those are still off page because they're outside of the realm of your website, but they definitely work.
For your overall S E O, when the Google algorithm is crawling, it's looking for consistency in all of those pieces.
Michael: Gotcha. Now, if the on page is not on point, but you're str striving to make like the back linking work, right? And all that stuff, Are we gonna clash here? Is there gonna be like a thing or,
Brandie: yeah.
on page that, that foundational fundamental, s e o of, you know, your word count and representing your keyword focus clearly, your meta description, all of that stuff. If that is not on point, anything else you're doing is not gonna work. Mm-hmm. So you really need to start there. You really need to start there.
There are people that have the ability to, uh, rank quite high on local pack just by finessing their Google My Business and their other listings on the internet. But with, without consistent posting to that Google my business, you end up losing some traction. So what you really do want is, a nice s e o strategy that combines those components.
Michael: Gotcha. Okay. So first and foremost, if we're, if listeners listening, they're like, okay, you know what I mean? I need to, I'm on number 10 or page seven or something. First. Look into the on page, right? Yes. Fix that as much as possible. Get it honed in, and then the off page is where we can start working on, yes.
Brandie: Yes. I would always start at the core, your website is your 24 7 calling card, so. Even s e o aside, if your website isn't dialed in and you're not focusing on that presence and giving it some love, And making it really a part of your brand and making your website work for you, not you work for your website.
That would be step one. Step two is then focusing on your content, on your on-page SEO specifically. Making sure you just have that little checklist, the fundamentals, you know, your word count, your keyword, focus your s e o title, your meta description, and internal linking. Those five pieces Are gonna dial you in to where you'll be able to grow your website and not cannibalize on search terms and internally link and get more opportunities for back linking if you're focusing on that on page, in my opinion.
Michael: Nice, nice. Awesome, Brandy, I appreciate your time and if anyone has further questions, you can definitely find her on the Dental Marketer Society Facebook group, or where can they reach out to you directly?
Brandie: You can go to gargle.com we have a demo form there that you can fill out and it'll get to me Also, my email address is brandy, b r a n d i e, dot LoPro, l a m p r o u gargle.com, shoot me an email and hopefully I can answer your question.
Michael: Awesome. So guys, that's all gonna be in the show notes below so you can reach out to Brandy.
And Brandy. Thank you for being with me on this Monday morning marketing episode.
Brandie: Thank you.
**Eric is giving all of our listeners a 30 Day Free Trial! Just type in the coupon code "TDM" at the end of onboarding and you'll receive this exclusive offer!
Click this link to get started! https://www.joinordo.com/**
Guest: Eric AppelsiesBusiness Name: OrdoCheck out Eric's Media:Website: https://www.joinordo.com/
Email: eric@joinordo.com
Other Mentions and Links:HPSP Scholarship
Bank of America
Wells Fargo
Invisalign
Henry Schein
Darby
Net 32
Open Dental
Google Ads
Positioning - Jack Trout and Al Ries
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Acquiring an already established practice can be tough when it comes to updating systems and processes!
- When hiring, be sure to utilize your internal team members and their connections.
- Try to hone in on 1 or 2 marketing tactics rather than all of them at once.
- Always have great communication and expectations set with your marketing team.
- Having an identifier on your phone calls for new and existing patients will streamline your patient acquisition.
- When ground marketing, make sure you attend the events your target demographic will be at!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: All right. It's time to talk with our featured guest, Dr. Eric Apsey. Eric, how's it going,
Eric: man? Doing well. How are you doing? Pretty
Michael: good. Pretty good. If you don't mind me asking,
Eric: where are you located? I am in Denver, actually, in like the suburbs.
Michael: Okay, nice, nice. It's gonna be good weather out there for here for like the rest of the
Eric: summer or?
Yeah, I think we've heard it's supposed to be, I've read something that was supposed to be hot, but also pretty wet, so it's been a weird, we actually had a pretty, our winters are normally pretty mild. I've been out here like maybe five, six years. This last winter was a rougher winter in terms of snow, and it's been a little bit yeah, it's been a little bit wetter of a spring too than normal, which, you know, like everyone says, you know, you could always use rain, right?
I feel like that's what everyone always says, but yeah, I mean, it's normally. Pretty dry here, so it's not a bad thing. So, yeah.
Michael: Oh, okay, man. Awesome. So let's jump into it. Let's, I'm gonna ask you a couple questions, all right. Mainly based off of your marketing. So number one, could you briefly introduce your dental practice and the demographic you primarily
Eric: serve?
Yeah, so I actually, I have two dental practices in Denver. One's in like the kind of south metro area. One's in like the North Metro area, so maybe 30 miles or so apart. Both of them are de Novo offices. The one down south opened in 2017, the one up north in 2019. And the demographics that we primarily serve at the one down south it's a little bit more of an established community.
So we see. More adults, empty nesters, not quite as many children. And then up at the north location that's more of a growing and emerging kind of area. Lots of new builds and stuff like that. So we're seeing a lot of younger families there too. So we tend, we tend to see more kids in kind of family age at that location.
How
Michael: far apart are they normally?
Eric: Like those practices? Yeah, about thir, about 30 miles. So, I mean, it takes, depends on traffic, right? But yeah, it can take anywhere, say around 30, 35 minutes apart.
Michael: Was that always the goal for you? Like, I want two practices, or was it, I it just started happening.
Eric: Yeah, I mean initially, so my, my little backstory, my wife is also a dentist, right? We met in dental school and everything and we always kind of wanted to have at least a couple offices. we love the dentistry part too, but we also like the idea of building our own stuff as well and being able to like create our own vision with our dental practices.
So we always knew we kind of wanted multiple ones. And then, I mean, one nice thing is my wife actually was the one that kind of started up. The one down south and was kind of the main driver in there, was the one up north. I was too. So, I mean, kinda the reason we were able to do two is there's just two of us, right?
Mm-hmm. So we were able to kind of divide and conquer. So, yeah. Oh, okay. Gotcha,
Michael: gotcha. so for you, was that always the goal? Like, I wanna do my own practice?
Eric: Yeah. I mean, so my journey was after I graduated dental school 2013. Right. And then I ended up doing like a scholarship with the Navy, like the H P S P scholarship.
And was in the Navy for four years until 2017. During that time my wife and I had actually bought kind of an old Practice from, you know, an old dentist that really wasn't doing much and kind of fix and flip that. So we had done an acquisition when I was in the military and then from that experience we had said, you know, there were a lot of, there's a lot of challenges with buying a practice that doesn't have like good systems in place and you're just getting it kind of just cheap.
So that kind of made us realize, hey, maybe if when we do this again, cause we weren't gonna stay in California where I was stationed, let's look in doing our own thing and doing it from scratch so we can kind of like, you know, create our own vision.
Michael: Gotcha. Shit. What challenges were there that you can just think of right now where it's like, man, I don't know, like for acquisitions, if somebody's like, Hey man, I wanna do an acquisition, the first things you wanna let them know
Eric: is what, My only experience is buying a practice. So like it was, I think the practice was doing maybe like $360,000, right? It was an old dentist who needed to retire for, you know, certain medical reasons. And so that's my only experience there. So I don't really have any experience if it was like a, you know, a 2 million practice or a really, you know, well ran practice.
But from that, The one pro was, yeah, it was really inexpensive to buy. So like going out and getting a bank loan from B of A or Wells Fargo was pretty easy. Right. But it comes with a lot of challenges. Cause you know, obviously with the practice not being that strong of an office. From a production standpoint, made it challenging, more challenging with staff, right?
When you wanna put your processes in place. They'd been there for 30 years, right? So we had a lot of challenges. The dentist wasn't honestly the greatest to transition with. There were challenges there too. So even though sometimes I think if you were doing an acquisition and you were trying to do something like we were, where it's like, Hey, I'll buy a practice that's like a cheap practice that looks like it's a gem, right?
A lot of times there's a reason that it's a cheaper practice to buy and it wasn't doing well. So, I mean, there, yeah, there were a lot of challenges. So that, that, like, from that, I would say that's You can go into it and do it. Just don't expect, just because it was cheap that it's gonna be like easy at all.
It's gonna have a lot of challenges with it as well.
Michael: Yeah, I always hear it's like the team where it's like really hard to bring them on board and stuff like that.
Eric: Yeah, definitely. Just because like I said, so the other challenge is we did that when, what my wife and I were like, Late twenties. Right. So, you know, and the, the, the team that was all there were in their fifties.
Right. So it was a challenge. It, it is a challenge when you're trying to transition from a dentist who's older, had been there forever, the team has been there forever. And then, you know, the new owners or new doctors come in and they're the age of like, That those team members' children, right. So mm-hmm.
It was very challenging to get them on board and get that level of respect. that was probably a big challenger. Right? Yeah,
Michael: no, definitely, definitely. I get you. Okay, so then number two, in which category would you place your practice? Was it urban, suburban, rural, D s L, private practice, solo, docker, et cetera?
Eric: So let's just start the one down south. So that's in a, it's in a suburb area, right? A pretty well established suburb area. It's private practice, right? Cause my, my wife and I own it. There, we have one associate dentist there right now, and a couple hygienists. It's mainly a general, it's a general practice.
All the docs that work there are general dentists, but our associate is great with, you know, kind of being a. The super general dentist, right? Like mm-hmm. Enjoys doing third molar extractions, sedation some root canals adult ortho or aligners. All that kind of stuff.
So it does help us that we brought on associates who like to do a lot more than I guess what you would typically say a general dentist would do. And then the other location up north. I'm working there. I have another associate doctor that works there as well. Same thing, private practice. And kind of suburb area, but like a growing suburb area.
So like a lot of residential, but not really a lot of commercial spaces there yet. So that, that's been really, I'm, I'm glad we kind of made that decision where we picked that location. It's, it's worked out well. And same thing he likes to do, you know, he had gotten the G P R, so he got extra training, which was great.
So when we brought him on, he already was comfortable with, you know, all extractions, third molars, sedation, kind of the same stuff as the associate that we have down south. Gotcha. Okay.
Michael: Well, how did you find your
Eric: associates? kind of a good story. So, the first associate we had just kind of put an ad out, right?
And he had reached out to us that he was graduating from his G P R and was moving out to Denver. So, met him, had a, you know, great interview, brought him on, and then my office up north had been growing a lot and this was probably 2021, beginning of 2022. My practice up north was growing a lot and just to expand services and do some of the things that I didn't do as a dentist, I wanted to bring an associate on too that had a wider scope of what they wanted to do.
And so my associate down south. he had a friend from dental school who was finishing who was actually working out here had finished his G P R at the same time as that associate down there. Was working a job and just really wasn't that happy. And so it was kind of like an, like a, I didn't have to do any marketing or I didn't have to go through LinkedIn or reach out to people because we had a good relationship with this associate down south.
He pretty much said, Hey, I have a buddy who is looking for a new job. I went to school with him. I already know him. It's good. He's a good guy. And so, you know, we were able to bring him on. So, I think that just showed finding, you know, good associates, building good connections with them. That was great that we were able to find another associate just internally, right?
Mm-hmm. Versus having to go out and interview a bunch of people, and that's worked out great too. Gotcha.
Michael: Okay. So you kind of, you, do you always leave it open like as in the sense of like you let your associates know, or your team know like, Hey guys, we're always looking for applicants SMAs or no
Eric: on for associate?
It probably just depends on, it's all in like capacity issues, right? So right now it, both offices we're pretty like stable where we're at and still growing. But I haven't hit that next point to where. I'm having such a hard time getting patients in for months and months and months that I need another producer right now.
I think it's, like you said, it's always good to just keep the door open and just say, Hey, we're continuing to grow. We want to grow as we do, we're gonna need more providers. So, if you know people like, always share the word about your experience here. But like actively all the time.
No, and that's just based on like I said, we're pretty stable on the providers we have. Gotcha.
Michael: Okay. Good man, that's awesome. That's a great way to, uh, you know what I mean, continue to get like associates, especially like, you know what I mean, within your own internal team.
Eric: Yeah, yeah. It was great. Cause they all, they already knew each other, right?
So when we do meetings and we do things with them and help them grow, it's nice because they already had an existing relationship and so it just, it just creates a really good environment.
Michael: Yeah. No, no, no. I, I agree. So then what has been your experience with different marketing companies and which strategies have proved to be the most effective?
Eric: Yeah, good question. So experience with different marketing companies. I think probably a lot of the same challenges that a lot of the listeners have here too, you know, I've had as well, it's, marketing. I feel it is such a soft science, right? And it's very easy. To get suckered into companies who we promise you X amount of new patients in this time or your money back, and it's very gim.
It can be very, very gimmicky. okay, so going back to the beginning when we had the practice back in California, right? We just kind of did some research, went and saw who had good reviews, marketing agencies picked one who promised kind of the world, That didn't really get delivered after, we noticed after a few months.
And so we're like, all right, well that's not really gonna work. And so we had challenges even then when we moved out to, Colorado out here. You know, we had gone through two, three different marketing companies that, first, everything seems great. And then push all these different kind of avenues to grow and do all that.
And then when you start trying to track things and figure things out, you're finding that you're maybe not getting the same returns that were promised. So honestly the thing that's really worked for us recently is kind of just going back to the basics a little bit. And so the current marketing company that we use, We're just honing really in and from like a, a digital perspective of just doing Google Ads, making sure we're ranking really well, and that we have really good reviews.
We were just finding, with when tracking right on where our new patients were coming from, so many of a majority were coming from, Hey, you guys, you know, rank high and you guys had really good reviews, And that's what everyone was saying. So we listened to what our customers were saying.
That's how they were finding us. And so we just kind of doubled down and really focused in on that. And it made it a lot easier because we didn't, now, we don't have, now, I don't have to track direct mailers like I was in the past. I don't have to do as much ground marketing as I was in the past and track all these different things.
We were able to just hone in on a couple things, make sure they're done really, really well, and it's worked
Michael: nice. Okay. Right now. Could you tell us the name of your marketing company,
Eric: the one you're using right now? So I use a guy who is based overseas actually, and it's his name is eSSH.
He works with a lot of general practices, works with DSOs as well too. So yeah, that's, that's who I'm using. And that was just from internal referrals from other friends. But yeah, and I haven't really seen a drop off. I mean, at first you're kind of scared sometimes cause you're like, oh, you know, you're outsourcing stuff and you're outsourcing it overseas.
But, honestly, the cost has dropped down a bit and I've seen no drop or possibly even a little bit of an increase in the number of new patients I've seen. So, you know, I was hesitant at first, but honestly it no complaints.
Michael: Gotcha. Okay. When it came to the marketing companies that promised the world, how long did you stick with them?
Eric: Yeah. I mean, you always wanna stick a little bit, right? Mm-hmm. Like, you don't wanna be one of those people that just switches after a month or two. We would give it a good, say, six months to a year. Especially because a lot of them, we're pushing direct mailers, right? And so in the beginning we used direct mailers a lot.
Like that is what we did. It's expensive. Mm-hmm. And, the whole proposition on that was, well, you know, you gotta hit the consumer three, four or five times with like, same messaging, all that kind of stuff. You gotta put, deals in for place for them, all that kind of stuff. And, you know, you do get calls for 'em.
So a lot of times we would wait with a marketer to at least do that first round of direct mail because we didn't wanna like commit and then back out halfway through. But I mean, usually within a first, the first few months little red flags we would notice were, that they weren't tracking the KPIs for us or any type of roi, right?
Mm-hmm. On what we were getting. You know, communication was poor. It was almost like they spent a lot of time trying to get me. And then once they had me as a customer, it was kind of like just, okay, now we'll push 'em off, right? Mm-hmm. And so those were some red flags that I had noticed were just, yeah, it was, it was great in the beginning, but after a couple months you're like, all right, well this guy's not responding anymore.
You know? He used to respond every, you know, and within 30 minutes and now it's a few days, and so yeah, those are some of the red flags I kind of noticed.
Michael: Gotcha. Okay. And then how much budget do you typically allocate for your marketing
Eric: activities? Yeah, so budgeting, like I said right now, because we're really focused in on just a few things.
Our ad spend, it is dependent on where you live too, right? Mm-hmm. And how expensive, AdWords are and stuff. But we're spending anywhere from like, say two to three grand a month in ad spend and then just a management fee. Um, That's pretty small to the marketer that I use. So maybe all in for each office we're spending maybe.
Three grand at one, four grand at the other, say. And we're seeing on average, say 60 to 80 new patients probably for each office which, happy with.
Michael: Yeah, that's really good. So you're getting around a month, 60 to 80
Eric: new patients? Yeah. Each office. Yeah. Got it. Like for e not total. Each office gets between that.
Yeah, yeah, yeah, yeah.
Michael: So like in total it would be like 160 kind of thing,
Eric: right? Like yeah, probably anywhere from, say like, One 30 to one 50 if you averaged it. Probably around there. Yeah. Okay.
Michael: On can you tell your highest months? Yeah, I knew we got that much cuz we were spending, or we were doing this or we were doing that, or, or you can't really tell.
I mean,
Eric: I'm trying, so I was looking back at that our, our biggest month ever was, we've had a couple times that we've gone over a hundred at the location that's up north. Some of that has been, it, it really wasn't that we spent more in ad spend that month. We just had a lot of openings and we had a lot of open capacity at the office.
So kind of the issues that I'm starting to run in now is, you know, I'm getting say 60 to 80 new patients, but, just based on the size of the office. a new patient calls, we always try to get 'em in within the week, but I mean, we're starting to book out more so in my head we, I could probably get more new patients in.
I'm just running into a capacity issue. So the reason I was able to see a hundred that one month is we just had a lot of openings in that June for some reason. And so we were able just to fill in tons of new patients there. So the positive. From that on my perspective is if I feel like I pushed it harder and either, extended hours or opened up a new operatory, did something like that and created more space to see more patients, then I could, probably get even more new patients in.
So yeah, that's probably why we had that higher number.
Michael: Gotcha. Okay. Okay. So it was more slots open, available in the schedule. Exactly. Exactly. Interesting. Okay. And then how equipped is your team in converting calls into actual
Eric: patients? I feel like we're pretty good with it. I've made sure to train my team to always answer the phone.
And one thing that we've actually done, which is a I forgot where I had learned it, but it was a good little nugget of information that on our phone system, right? When someone calls in, they, you know, it says, Hey, welcome to our office. If you're a new patient, press one. If you're an existing patient, press two, right?
Mm-hmm. So if they press one and they're a new patient, the phone will ring longer. It'll go through, I don't know, four or five rings, right? Whereas if it's an existing patient, but it'll go for a shorter period of time. That way, my whole team knows if the calls ring longer, like it's gone through its third ring or its fourth ring, hey that is 100% someone who's calling to be a new patient.
You gotta drop what you're doing. You gotta answer that phone. We cannot let that go to voicemail. Right. We need to answer that. Yeah. So we implemented that system in place and so my whole team knows that. Hey, even if I'm doing something else, if I hear the phone ringing and it's still been ringing for longer than normal, I gotta pick that up cause that's probably a new patient.
Right? Cuz like all of us know those new patients cost money, right? We gotta put marketing efforts in to get that. So, my team knows to do that and that's a little trick we did to get them on board to answer that and then, We have a, just a very simple paper intake form that just has some basic questions on it that kind of directs our team on what to ask for whether, just a.
New patient appointment for a checkup and cleaning, or if it's a limited exam, right, they need to come in for an emergency. If it's a new patient exam, we make sure we build our schedule out that we can get them in within the week, right? Because you don't want a patient calling and saying, oh, well we can't get you, you know?
And we say, Hey, we can't get you in for three weeks. They're gonna find somewhere else. Or they'll make the appointment and then not show up. Right? So we make sure we have capacity in our schedule to be able to see them, within a decent timeframe. And then if it's an emergency, one thing I have told all my team is we gotta get them in same day.
You know, we don't need to promise that we're gonna start treatment on 'em, right? But we can at least get 'em in to address their concerns and figure out what's going on. Patients really appreciate that, and that has created a lot of goodwill within our community that patients know they can come in and see us.
We've had a couple patients who call in for emergencies because the dentist down the street or wherever they normally go, can't see 'em for three days. We get 'em in the same day and then we convert them over to our practice. So it's been a great way to, gain more patience by doing that.
Michael: Gotcha.
Okay man. So then they basically fill out that new patient form real quick and then bring them in.
Eric: Right. Yeah. We have 'em fill in. So everything else is pretty much digital in the office, right? Mm-hmm. So when they fill out that intake form, then it's my scheduler's job or whoever has, whoever's taking the call to find time within our schedule to get them in.
We'll try to get, you know, basic insurance information, all that kind of stuff so we can make the appointment go a little more smoothly when they come in, right from that perspective. and then, yeah, they pretty much just, they, we'd get 'em in.
Michael: Gotcha. Awesome, man. And then could you elaborate on any unique.
Ground marketing or outta the box strategies that have been successful for your practice.
Eric: So when we did, because our practices were startups, right? So I feel like in the beginning we had to try to get creative, cuz you come in with no pa, no new patients, right? So, and you don't have, your website isn't built up, you don't have a ton of good reviews, all that kind of stuff.
So a lot of the things I'm doing now is a byproduct of. Time, and being able to build all that. But in the beginning, yeah, some of the ground marketing I did and was, we went to all the apartment complexes that were nearby, you know, gave gift, either gift baskets to the people working there or asked to drop certain, flyers and different things in there new mover baskets that they'll give, right?
Mm-hmm. To new tenants coming in. And saw some decent results with that in the beginning. I don't do that anymore because it's not, it's not really needed because we. Built up the new patient flow to where it needs to be. But in the beginning, man, you gotta kind of just grind, right? So, I mean, we did that, you know, I went to the towns we're in, they have like festivals, every summer.
And so we took a booth out, wore our swag that we had and just, had 'em. Play like a game to win a prize. Then we try to get their information in, you know, as long as they put in their information, then we try to reach out to them later to try to get them to schedule. One issue we did see with that, and it's probably just dependent on the market you're in and where it is is my office is, don't take Medicaid insurance, but one of the festivals we were at, it was a heavy A lot of people who were there, used Medicaid for their dental benefits.
And so that didn't work that well for us because, I mean, we didn't really know what the demographic was gonna be, who was gonna be at that, right? Like, there's no way to know that. But that was one good learning lesson is, the, the audience we were targeting wasn't the audience that was at that, mm-hmm.
Ground marketing kind of event. Right? Yeah. But you know, I've thrown around tons of other like, kind of ideas, but it kind of goes back to that first point that I had was. initially I think you gotta do some of that ground marketing, but one I think you really hone in and focus in on, you get good reviews, right?
As fast as you can. you get really good marketing company that can just build your rankings and build a really good modern website. That's good, that's easy for patients to use. we use a software that has kind of like a local med right, where the patients can schedule online to make it convenient for them.
And we just really focusing on building those few things really well. And it's allowed us to kind of step away from having to do all this ground marketing that we, you know, in my head I'm like, oh, this is gonna be huge. Right. Because a, that takes a lot of time too. Mm-hmm. You know, my time, team members time, right.
I gotta pay team members to be there, whereas, I have to pay for the Google ad, but don't have to pay for a team member to be there. So, we've definitely pivoted more to just, like I said, focusing in on those few main things and it's, it's been good.
Michael: Yeah. The Pareto principle, right?
Like you're focusing in on the this pretty good, pretty good. Exactly. Exactly. Have you ever faced a situation where the promised results were not achieved within the expected
Eric: timeframe? Yeah, I mean, yeah, kind of like I alluded to earlier, you know, the one good thing about the marketer that I use now is it's pretty straightforward. Easy to get in touch with. I kind of know I, expectations are good, but yeah, in the past, so like, for example, the previous marketer I used. Before this one was a local marketer in Colorado. He was a de dental specific still, right? Like I still reco, you know, I'd still recommend you pick a dental specific marketer, right?
Mm-hmm. he had all these huge ideas on what he was gonna do every week. It was, we're gonna do this, we're gonna do this, we're gonna do this, and then nothing would ever come to fruition. So that was kind of frustrating. I also found out, cause I had some friends that were clients of his as well.
And they, you know, we'd talk and they'd say, Hey, I'm doing really well with him and, we're doing x, y, and z marketing things. And I was like, well, those never, how come those never got mentioned to me? I'm only 15 miles away from this other office. Why? Why is he telling them and not telling me?
So I'd have to go back and say, I just talked to my friend, they said they're doing this and this with you. Just how come we're not having consistency here? Like everything's kind of all over the map and not organized. So, that was kind of frustrating as well, where I felt like I wasn't getting at least the options to know everything.
Right. so then direct mailers too, like we used those in the beginning. And those, those did work for a bit, but then kind of tailed off and didn't really give us much of an ROI after that. But those were, those cost a lot of money and, sometimes marketers I think would promise, a certain result from those.
And then when we would track it, we're like, well, we got like a third of that. Right? Like, Hey, you're gonna get. I'm just throwing random numbers, like you're gonna get 20 calls on this and we'd see like six. Right. And it would be consistent. So I think a lot of times, A lot of times I think it was just over-promising and underdelivering.
Mm-hmm. Right. Or with rankings, previous marketer, I used two before this one. That's helped me boost my rankings, All right. How come rankings aren't where they're at? How come I'm still ranked like 20th and there's 20 dentists in the area, right? Why am I at the bottom? feel like we've got good reviews, we've got a good website, all this stuff.
Oh, no, no, we're working on it. It takes time. It takes time. three months later, Hey, I'm still 20th, man, you know? Are we working on, oh, yeah, no, no, we're working. We're good. Next month. I'm at 19, right? See, see, we made some progress. Now we're at 19 and it's like, All right. Well, I mean, I'm paying you every month.
Like I'd like to see some, possible, some quicker results. What do we need to do that? I'll do what you deem me to do. Just tell me. And so I think we were running into issues where it was just a lot of that Right. Just, you know, mm. Not being able to deliver. Yeah. Yeah.
Michael: That's true. I feel like especially the SEO game, It's like that, where they're like, oh, you gotta optimize your website. You gotta piss optimize. You're like, well, whatcha you doing every month to really optimize this thing? Yeah. Paying a fee all the time, you
Eric: know? Yeah. And it's not meant to try to be negative on it. I get, it's a really soft science, and I'm not a marketer, so I don't understand all the workings of it, but I think the issue is, is when.
The promise or the expected delivery is we're gonna get you on the first page within X timeframe. What would happen is that timeframe would happen and it wouldn't happen. And so then I think as like Dennis, like us, we say, okay, well I just paid you X amount of money with the goal that we would get here.
We're not here. And then it was always like a new excuse of why it didn't happen. So, I'm happy with, who I've got now. We've been able to deliver on the results and it's been good.
Michael: Awesome man. So who you got now? The marketing company or the guy who's doing your, your marketing right now.
What specific actions have they undertaken for you? Like, I know you said they're doing your digital or Google ads, and then at the same time seo, but specifically like what do they recommend from you? Or what they, would they ask for you?
Eric: Yeah. Yeah. So for me, I'll use Slack, like, I don't know if you've ever used that app.
Right. Just to communicate. And so we'll communicate on there. in the beginning he came through and he's like, Hey, I need to, like every marketer, I need to reoptimize your website. Right? So, you know, he went through and he told me, Hey get me a video here. This'll help if we put this here, I wanna put a call to action here.
Here's the reason why I need some photos of this, this, and this. And so he would just gimme tasks of what I needed. I would send it to him, and then he would do it. Right. And that's, and we communicate mostly through like Slack, which is kind of nice. And then in terms of ads, a lot of it is, when I do meetings with him, it's, Hey, what do you, at your practice, what are you looking for right now?
Right. Do you wanna see more emergencies? Okay, let's push Google Ads. Here's some of the recommendations that I have for ads that we do. Look over it. Tell me if you're okay as well with how it's worded, right? Because we wanna make sure things are worded how we want, right? Because to make sure there's not any, like either errors or we're saying something that we can't promise on, right?
So I, I like to just do a quick double check just to make sure, or hey, My associate wants to get more into uh, clear aligners, right. You know, like Invisalign kind of stuff. Mm-hmm. And he'd say, okay, let's make a, let's make a landing page and try to put an offer on there.
This is what I'm recommending what do you think? And I look my stuff and say, yeah, we're good. So he is like, all right, we're gonna drive traffic to here, and then it's gonna push them through to your site and then they can schedule. Right. So we kind of just are a little more collaborative and we kind of talk about that stuff and then, it's pretty basic.
He just tells me what he needs and then he does it right. Which, sometimes, I think we think things have to be complicated for them to actually feel like they're good. And sometimes I think there's a lot of genius in people that can take things that. Are complicated, make 'em very simple and then just make 'em work, right?
Yeah. And that's kind of what I've been finding with this marketer. So it's been good. Nice man.
Michael: Awesome. Awesome. And then can you share any other strategic changes apart from marketing that you implemented and found to contribute
Eric: to your success? So apart from marketing, For us, I think what's helped attribute our to our success in general and being able to grow both the, startup practices I feel like pretty strongly in a, in a relatively short amount of time.
It's just having systems and processes in place, right. I kind of had to learn that the hard way. between the two of us, my wife is way more of the systems person, way more of the organized person. Mm-hmm. Hold people accountable. And I tend to just be like the fun one who just comes to hang out.
Right. And so there's a lot of cons to being that type of person. Right. Especially when we had our first child a few years ago and she had to step away from the businesses and, then it was all on me to kind of. Take over it. And you know, I knew all the systems, but you know, I wasn't following 'em as much and I didn't track to make sure they were being done.
The team kind of noticed I was, not doing my checklist of stuff I had to do in a, and then they stopped. Right? And so it caused the practices to kind of, dip a little bit. And so I kind of had to, Think about all that and kind of have a little heart, heart to it myself and say, Hey man, you got two options.
Like we know these systems work. Either need to do it and be the leader of it or don't, and then they'll continue to dip. So once I started following more of our, you know, our systems for how we order our systems for, how we track lab or all that kind of stuff, right? That comes into a practice.
Once I started actually. Holding myself and other people accountable to that, then the practices starts to, to get going better again. Right. And doing well again. So I would think the one thing that really contributed and contributes continuously to our success is just having systems in place and making sure that we're following those systems.
Michael: Okay, so having systems right now, if you can think about it, what are like one or two systems where you're like, man, we created it. It's a unique system in our practice. We love it
Eric: and it's amazing. Yeah, so that's great. I mean, probably for me it's probably all ordering stuff. Right? And then I'll, this kind of goes into, how I ended up creating a software company too that's based on.
Like an ordering system. Right. So, little bit of a backstory. So when Covid hit right, it hit all of us as dental offices, right? We were all shut down. It was mandated, you know, some longer, some shorter, but in Colorado we were shut down for six weeks unless it was like a, just a straight up emergency, right?
So, say mid-March to beginning of May my wife and I were just home, right? And we brought the office phone back to our office at our house. And we were just answering calls and we kind of said, all right, well, you know, since we kind of have to bootstrap this, the entire staff was furloughed, right?
we'll take calls when we're not doing that, what are we gonna do with our time? Like, we had a little kid at home, but like when they're sleeping and stuff, it's like, we're not just gonna sit around and watch tv, right? Like, how can we, how can we actually like take this negative experience and make it positive?
So we said, all right, let's look at all of our different processes, What are we doing? Let's look at our systems, let's review everything. So we started to go through all of our different systems and. We had gotten onto ordering and you know, we had a spreadsheet and everything and it was good. It was organized.
And at that same time though, I realized that I had to order, right. Usually my assistant ordered, but my order, my assistant's not working for me. So, we were looking and we were trying to find the things that everyone was trying to find. Right. All the PPE you're trying to find. Yeah.
Gloves, masks. You know, you've got, I had my Henry Shine tab up and I had my Darby tab up and my net 32, and then some random supplier in like China or something, right? Mm-hmm. And you got all of them up and you're trying to figure out, I need to get this kn N 95 max. No, no, no. It needs to be a level three.
No, it needs to at least be this. Right. And then with gloves, but we need, you know, I wear larges. Oh, they only have extra smalls, right? And they're like, crap, okay, what does Darby have? What do they have? And one second, it's in stock. Then you press add to cart and it's now it's unavailable, right?
And the prices are skyrocketing and there's all these issues with this. And so we're like, man, this is kind of tough. We're like, I wonder if there's like a better way to, outside of all this covid stuff, just to kind of order in general, right? Mm-hmm. Cause we were seeing all those challenges.
So the idea for the software company we created Ordo like O R D O was born and so, They kind of first just started out as an idea to just take all of those vendors that we all use and just have 'em on one platform because, it's so annoying to have to click between 10 different tabs and, compare prices and do all that.
So at first, the tool was just built out as a way to link all of the vendors that you have, put 'em on one platform. You search for an item, like if I was searching for Septocaine, right? I press search and then I can see. Septocaine, I can see all the vendors I've linked. I can price compare right then and there in real time.
these are all made up numbers, but shine's numbers, it's, it's 45 bucks for Shine, it's, it's 50 bucks for Darby and it's 55 for net 32. Okay, well I'm gonna pick Henry Shine. It's in stock and it's there. So that's where that idea was born to just make it a lot easier for dental offices, assistant office managers, whoever who's ever ordering to be able to just.
Place their orders and then it's grown, right? So we went from there and said, all right, well how else do you continue to build out an ordering system? Right? You gotta be able to track your inventory, track your budget, all that stuff too. So we've built out additional features where you know, you can track your budget.
In real time so your team knows where they're at. You don't have to have a spreadsheet for that anymore. with inventory we can track all of your orders on one platform from all your different vendors. You can check to see, if it's shipped, you can click on the tracking link to know when it's expected.
So pretty much from start to finish, you can order supplies and track all your inventory, which is great. We let users keep their current. Prices if they're part of a buying group, they get to keep the current prices they have with them. So, doesn't create an issue. And then we've even, sorry, I know I get excited about talking about this.
No, it's good. It's good. Feel free to stop me if you need me to, but no. One other thing that we did cool that I feel like differentiates us from the other people in the space that are doing something similar is we've actually linked up directly with open dental. Right. You know how their softwares will do that as well.
You know, there's a way where you can link your open dental account to Oro and we can first, we can pull all of your budgets automatically. So we'll just take your, you know, monthly report that shows your production or collections, and we can sync it straight into Oro and then it'll update, every month.
So your team doesn't have to manually put in all that stuff again. And the other thing that we did that's really cool with Open Dental is we created a feature called FutureCast. And what that does is it allows us to scan your schedule on open dental, either a week out, two weeks out, just you know, certain timeframes into the future.
We can compare how many of a certain procedure you have compared to what you normally do, like historically. So like for Example that actually happened. My associate had a ton of extractions scheduled in the following week. He had a full mouth case. He had a thirds case. He had a ton of just single teeth.
He had like 30 more extractions than he normally does. That's what we figured out by running future cast. And so what it did is it allowed my assistant to be really proactive and she said, Hey, look, The doc here is doing 30 more extractions. Do I have enough bone graft? Do I have enough sutures?
Do I have enough membrane? Do I have enough of the things I need, or my doc needs to be able to do these procedures so it's not Monday and we're scrambling to try to get stuff, you know, next day air sent over. So she was able to be proactive about her ordering. And it solved a huge issue. It was a super smooth week.
We kept production. We didn't have to reschedule patients, you know, and everyone got, what they needed to get done and there was no stress then because she just was able to be proactive. But yeah. Cool. Yeah. So, yeah. That's nice man. Pretty
Michael: excited about it. Yeah. And this is going live when?
Eric: So right now we are just, we just got out of beta. We're doing kind of a soft launch with a few other offices just to kind of work out some final kinks on it. But, our goal is, June 1st, we're gonna start kind of doing a little bit heavier of uh, bringing on some more offices.
And then July 1st is when we'd like to be full steam ahead, anyone can join on. And yeah, just go from there. So yeah, we're real, we're really, really excited. A lot of work development takes a long time, but it's definitely been worth it. It's been great.
Michael: No man, it's gonna be exciting stuff.
Awesome. So we'll talk about that a little bit and especially the exclusive offer you have for our listeners in a bit. But one of the last questions I wanted to ask you is, as a practice owner, what advice would you give to our listeners regarding effective marketing and ROI
Eric Applesies DRAFT-cm: tracking?
Eric: Yeah, that's a really, really good question.
I was kind of contemplating and thinking about that a little bit it kind of goes back to what I've kind of been talking about throughout the podcast, I feel like is. Eventually just once you've got your practice established and you're good, just going back to the basics a little bit on what you're doing with marketing, right?
And this is just from like the last year of when we've just kind of gone back to keeping it simple. And I think I tell a new practice owner, Hey, in the beginning you gotta go hard. You gotta ground market, you gotta do whatever you can. You gotta hustle, right? To get those new patients in.
Cause you're, you know, if you're a startup, you're starting with nothing. And if you're a transition, I mean maybe not as much cause you maybe already have new patient flow. But I would say it's really just go back to the basics. focus first and on. If you're doing an acquisition, check to see what your reviews are like.
If they're not where they need to be, get 'em up. Right? Use a company that does review management, right? There's a ton of 'em out there that'll help make it easy for you, right? Mm-hmm. Build up your reviews. 90 plus percent of your patients it happens every time I tell 'em, or I ask 'em, how'd you hear about us?
It's always, you guys had amazing reviews. Right? And they're not just, you know, at our office, we just don't have a five star review with no. Like comment underneath it that the user left, it'll be a five star review and it'll say, I had a great experience. You know, Dr. So-and-so was great. The assistance were great.
It's a long response. And potential customers or patients love to see those. So I would say build reviews, build them as fast as you can, and make sure they're quality reviews right. Focus in on that. Focused in on getting a marketing company that, doesn't try to over promise. If they're trying to over promise on stuff and like, Hey, we're gonna make you first in the rankings and all that, it's probably a red flag cuz I don't think they're doing something that's special that another marketing company can't.
I have not been convinced yet that there's some special sauce that some market one marketing company has that other ones don't. Right. So, I don't see a lot of difference between them in terms of that. I would say, Get a really good website, make sure it's modern. Something that people wanna see, right?
That users don't feel like. Cause if a, if a website feels old or it's not working, then they probably attribute that to your office, right? If it's modern, it looks new, it's clean, it's easy to use, you can schedule online, then you've created a smooth process for them before they've even seen you. So they have the expectations subconsciously in their head that my appointment is gonna be smooth too, right?
So make it easy for 'em. And Yeah, and I, I'd say yeah, focusing on, focusing on those Google ads have worked really well for us. They're very hands-off. Once you have 'em running, you don't have to think about 'em. I found more of the marketing that I don't have to think about and just gets done and it gets done effectively.
Frees up more time for me and it's less things I have to think about. So that's why I like those as well. But yeah, I would, I would say focusing on those things.
Michael: Awesome, man. I appreciate your time. And real quick, where can people find out more about Ordo at the same time? The exclusive deal. All that stuff.
Eric: Yeah. Yeah. So our website, it's join ordo.com. Very easy process. Once you go in you can check out the website, kind of see our vendors we have on there kind of see all the features that we have. You can onboard straight from the website, which is great. Onboarding takes safe five to 10 minutes, and then you're good to go.
So, very easy as well. And yeah, so the offer that I wanted to, you know, give all the listeners here is just the first month free, That way it gives everyone a chance to use the platform, love it as much as we do. Make sure it's a good fit and everything. And if you just use promo code T D M and you put it in to the end of onboarding, there'll be a spot.
Then it'll apply and you'll be good.
Michael: Nice guys. So you're gonna get a month for free. Check it out. Taste it, right. Feel it. It's interesting. But future cast is really, really interesting. You know what I mean? Like everything's really great. But that to me, I was like, oh, snap.
Eric: Yeah, we're really, and honestly it was through a friend who was like, you know, I was giving, I was just asking some friends about it, and he was like, wouldn't it be cool if we could do this?
And I was like, yes, that would be amazing. We should do that. And so, yeah, we built it out. I, I really, I'm really, really excited about that feature. I feel like it's something that hasn't been seen before and it's gonna provide a lot of value to practices, so, yeah. Mm-hmm. Yeah,
Michael: definitely. Awesome. Eric, thank you so much for your time.
If wanted, if anyone wanted to reach out to you, where can they find you?
Eric: Yeah my email is Eric e r i c, join ordo.com. So feel free there. And yeah, I'll I'm happy to answer any questions for you.
Michael: Awesome. So guys, that's gonna be in the show notes below, along with the exclusive deal and the Ordo website if you guys want to go check it out.
And Eric, thank you for being with us. It's been a pleasure and we'll hear
Eric: from you soon. Sounds great. Thanks for having me.
(If you DO want to work with Golden Proportions, they are actually giving all our listeners 2 EXCLUSIVE DEALS)
Reach out to Golden Proportions here: https://go.goldenproportions.com/dental-marketer-deal
Hey guys, welcome to this week's MMM! Today we're diving into the world of SEO with our special return guest, Xana Winans. Join us as we explore the secrets of utilizing SEO for your dental practice, and how to know if it's actually moving the needle. We'll uncover the importance of location and service keywords, with Xana's expert advice recommending 3-5 keywords for every 500-600 words of text on your website. The competitiveness of your area impacts your SEO strategy vastly, so we share some thoughts and strategies on effectively assessing your competition's keyword usage. Plus, we'll uncover a crucial tip: if your website hasn't seen new content in years, Google may be ignoring it.
Don't miss out on this chance to boost your SEO chops, and get more searching patients through your doors!
You can reach out to Xana Winans here:
Website: https://www.goldenproportions.com/
Get Xana's free assessments and guides here: https://www.goldenproportions.com/dental-marketing-resources/
Other Mentions and Links:
AACD - American Academy of Cosmetic Dentistry
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Xana. So talk to us about s e O. How can we utilize this, or what advice or suggestions or methods can you give us that will help us actually attract new patients through
Xana: seo? So first off, thanks for having me, Michael. Um, I love talking about seo O I'm a complete geek when it comes to this stuff because it feels like Google has this secret sauce that they're not willing to share with the rest of us.
But there's actually a ton of information out there, and, part of the reason I'm so excited about it just because doctors don't understand what they're buying. So I like to teach them things that allow them to literally look on their website and see. Did I get the right thing? Am I getting something that is gonna actually help me to rank my website?
So it all starts with keywords. so let me ask you a question. When you want to find a question or the answer to a question on Google, what's the first thing you do?
Michael: I'm gonna ask it. Like, where can I find. Take, I don't know, something like that. You know
Xana: what I mean? Sure. Yeah. So with within the phrase that you're asking, there are target keywords that Google is trying to match up with the best possible result.
Their entire goal is to give you the best user experience, and that means they wanna give you a website that matches the, the answer that you're looking for. Um, and that happens because they're able to find that answer on your website in the way it's been built. So, For any doctor to know if their website is ranking.
It's all about understanding the keywords. And the keywords are, are the basic things that just like if you were a patient and you were trying to understand, how do I find the best dentist for, uh, pediatrics, for cosmetic dentistry, for dental implants, they're gonna go online and they're gonna type in a phrase that says, cosmetic dentist near me.
How do I find a good pediatric dentist? Those keywords. Physically have to be on your website. I don't know how familiar you are with seo, but do you know the top couple of places that you can look at on your own site to see if your keywords are being used? Well, is it like homepage or? No, it's all over the website.
Oh, okay. So when you're in your browser, let's say you're in Google Chrome. I don't know about you, but I have like 10 tabs open at all time. I'm hopping back and forth. Yeah. Between like email and my calendar and something I'm researching and something I'm working on for a client. Well, every time that you're in your browser and you're looking up a couple of different websites, you probably don't even realize this, but if you take your mouse and you hover over the little tab at the top mm-hmm.
It has some words on it. And those words on the website are known as the title tag. It's a meta tag or a meta description that kind of explains to Google what the purpose of the website is about. So if, for example, I am on a doctor's website that is in Lewisburg, Pennsylvania where I happen to live, and um, it's a page about cosmetic dentistry, I would expect to see the words cosmetic dentistry.
And Lewisburg, the town that's most important to me physically pop up when I hover on that, that little tag, that tab. If you hovering over something and it says home, or it just has your business name without any local geo identifiers, your website is definitely not optimized. That's place number one to look for keywords.
Another really good place to look for them is called anchor text. I'll ask you, do you know what Anchor text is and what the purpose of it is?
Michael: Um, man, this on you. You're putting me on the spot and I don't know anything about seo, so I, I'm assuming anchor text is like the, the text that people can easily find, like if they click on something and it goes to it, or, or no.
Am I super
Xana: off? No, you're, you're roughly right. So let's say you're on this page about cosmetic dentistry. part of the goal is to get you to maneuver around the website to a couple of different pages to explore what this doctor has to offer. Mm-hmm. So, as you're reading the text on this page, on cosmetic dentistry, You might see a couple of underlines or hyperlinks that will take you to a different page.
So for example, if you are accredited with the American Academy of Cosmetic Dentistry, you might say that in your bio, or talk about the importance of that accreditation. But then you're gonna link out to a different website, the very words that are used in that link. That link is considered anchor text.
And the better the keywords that are used in that link, the more valuable it is in Google's mind. So often you've probably seen this, we all have, where um, you're reading something on a website and it says, click here. Mm-hmm. And click here are the only two words that are your hyperlink. What do you think that does for, say, somebody who's trying to rank for cosmetic dentistry in Lewisburg?
Michael: it doesn't
Xana: go with it exactly. It doesn't do anything. It doesn't tell the search engine what is most important on that page. So instead, you might want to have your hyperlink with the anchor text, say, learn more about cosmetic dentistry services in Lewisburg, Pennsylvania and. That whole section is typically like a highlighted word and it links to another page, but there's keywords physically in that link that make a better user experience.
It helps someone know, what is this thing I wanna learn about? It's a great signal to Google. there's also a couple of other places that you wanna use these keywords and it's in the text on your website page. So the content on your page should contain not just the one keyword that you care about, like cosmetic dentistry, Lewisburg, but it should be repeated and talked about a couple of different ways.
Throughout the website, Google has something that they call semantic language. So they understand when you're talking about cosmetic dentistry, that that's also tied to smile Design. And smile design might also be affiliated with porcelain veneers. And so you talk about a couple of different cosmetic dentistry topics and Google knows to tie it all together.
So ideally you need to be incorporating your primary keyword, say cosmetic dentistry, Lewisburg into that website page. I'd say probably three to five times in about five or 600 words on a page. Doctors hate to see all this content on their website. They seem to think like nobody's gonna sit there and read all that, so they just want like a little blip of text.
Unfortunately, Google wants to see all of it. So you've gotta have enough information to actually describe this thing that you're talking about.
Michael: Mm. Okay. Now information wise, how much is like too much? How much is too little? If I were to be like, can we just do, like for example, let's hire Golden Proportions.
And I tell them, can we just do like five sentences every month of a specific topic, but like really talk about it or no. Um, well,
Xana: I would tell you to probably not waste your money doing that. it really needs to have some depth to it. Mm-hmm. So there's a, a couple of things to keep in mind. Let's say you wanna rank for cosmetic dentistry, Lewisburg, but there's somebody else who's po in position one and you're in position for, one of the things you want to do is go to your competitor and literally see how many words.
Are on that same page that they're ranking for the term that you want, and then how often is that keyword repeated in their text? And believe it or not, and this is very well documented and proven, you need to have more words than the next guy as one of a really big ranking signal to get you up there.
So you know, if you only have five sentences and the guy. Who is ranking number one has a thousand words on this page about cosmetic dentistry. He's gonna win hands down, over and over and over again. it's not just that there's a hard and fast rule, it's kind of more knowing I. If there's nobody else in town who cares about that keyword, you'll rank by default.
But if it is, you know, a really competitive keyword, you've gotta do some competitive research to find out what else is going on in your community and take a really targeted approach to your
Michael: success. Gotcha. Okay. Would video work in that scenario
Xana: or no? So video works in a couple of different ways in that it's great for user engagement.
People love to watch videos, but just watching the video itself only gives Google one signal, which is how long somebody spends on the website. What it doesn't do is give them any actual content. So what you'll need to do is use a transcription service. Who then writes out the script of what was talked about in your, um, video, and then you include that text on the website and that text is inevitably going to be containing some of the keywords you're looking for.
Gotcha. Okay. So
Michael: this is what, a portion or all of it, or is this part of what we kind of pay for when it comes to s
Xana: e O? So this is just a part of it. This is a little bit of the magic behind why search engine. People write what they write and the way that they write it. Often I've seen doctors who want to go in and edit the way that something is written because it doesn't sound as much like them.
Or, they want to use a word that might, in their mind be more descriptive of the procedure, but if it's not a keyword that somebody is actually searching, it's kind of useless. So it's important to know that, you know, what you're paying for is someone who knows where to put the right words in the right place with the right frequency in order to get you to rank.
Michael: Gotcha. Okay. So that's part of it, right?
Xana: That's part of it. Part of s Yeah, it's actually kind of like a mathematical formula, figuring out that right density of keywords. Oh,
Michael: okay. Okay. And so frequency matters too. I heard you say that right? Like how often we're supposed to be posting, um,
Xana: You're ready. Um, frequency matters both in how many times the keyword is used in a page on the website, but also how often you're adding new content.
So that's one of the great joys of blogging is if you have a blog on your website, it's really easy to write something interesting, maybe about an FAQ that you hear from a patient, and you write 350 to 500 words about that particular topic, and you're adding new content to the website. I'd every two weeks, you know, once a month at the absolute minimum.
And it shows Google that your website is active and interesting. So if you have a website where you have not added any new content in literally years mm-hmm. Your website is being completely ignored by Google.
Michael: Okay. So, for example, let's just say some, we're listening right now, right to this episode.
We're like, all right, I wanna get golden proportions to do just by, by the way, do you guys just do seo? If we were to just ask you guys just to do
Xana: seo, Well, it depends on the quality of the website. So if somebody comes to us and they have an otherwise really good website, absolutely we can transfer the site in, we can do SEO o for them.
but often part of s e o is also the websites speed and how good the user experience is. And so sometimes if you've got a website that's more than three or four years old, often it needs kind of to be re-skinned on new technology that makes Google happy. So, And I always say Google because they're the king of the search engines.
Obviously there's more than just Google out there, but it is really helpful. Gotcha.
Michael: Okay, so then we did the seo. What's the best kind of, you recommend if we're like, Hey, you're on page 10, you're on page seven, right? Like if you wanna get to number one, this is the frequency, this is the package you need to get, and then can you kind of let us know like, okay, if somebody were to recommend that, that's a little bit.
Eh, they're just getting you for your money kind of
Xana: thing. Well, that's the thing is it's really different from practice to practice. It depends on the market that you're in. Mm-hmm. If you're trying to rank number one for dentist in Chicago, it's gonna take a whole different level of effort. Then dentist in Lewisburg, Pennsylvania, which is a town of about 25,000 people.
So when you have a package, That's kind of trying to shove a really unique situation into a standard solution for everybody. Mm-hmm. I think it's better to make sure that the company really looks at your website and says, okay, knowing your market, knowing your competition, knowing what you wanna rank for, here's the best way to do it.
And it could be outside of a package, it could require something completely different. So packages have their place, but they might not be serving you really, really well.
Michael: Gotcha to like your unique demographic and everything like that.
Xana: not so much demographic as it is understanding your market and the other doctors that are out there.
So it, it's one of those situations that, you know, if you're at a trade show and you see somebody selling SEO services and it's 2 95 a month, they're selling the exact same solution to somebody in a Podunk small town where there's no competition as they are to somebody in an incredibly competitive market.
And it might not be the right solution for you. So seo, you don't wanna buy on price. You wanna buy on someone who actually understands what it takes to rank in your market for the things that are important to your practice.
Michael: Awesome. I appreciate that Xana, and thank you so much for your time. And if anyone has further questions, you can definitely find her on the Dental Marketer Society Facebook group, or where can they reach out to you
Xana: directly?
Uh, best way to reach us is on our website, golden proportions.com. Um, there'll be a live chat. We can definitely have a chat on there, or you'll see a place where you can schedule an appointment and we'd love to talk to you.
Michael: Awesome. So guys, that's gonna be in the show notes below. As always, anzania, thank you for being with me on this Monday morning marketing episode.
My
Xana: pleasure. Thank you, Michael.
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Mary Ann PruittBusiness Name: Mosaic MediaCheck out Mary Ann's Media:Website: https://mosaic.agency/
Twitter: https://twitter.com/mediaMAPs
Linkedin: https://www.linkedin.com/in/maryann-pruitt/
Other Mentions and Links:MeatEater
Netflix
Google Pay for Click
Bing Pay for Click
Hulu
Amazon Prime Video
Dr. Clark
Superfans - Pat Flynn
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Can you answer 10 questions about your target audience? This will help narrow down your marketing efforts.
- Don’t be the turtle in a recession, do something to stand out from the competition!
- Outsourcing to a professional in marketing with save you valuable time and money.
- Having a specific strategy partner will help bring your marketing plan together.
- Make sure content you put out always speaks to your target audience.
- Social media platforms are NOT for targeting, they are for branding!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: it's time to talk with our featured guests, Marianne Pruitt. Marianne, how's it going? Great. How are you
Mary Ann: today?
Michael: I'm doing pretty good. Before we pushed record, you were giving us a lesson real quick on where you're located. Where are you?
Mary Ann: Where you from? Yeah, so I live in Anchorage, Alaska.
I'm not originally from there, but I live in Anchorage, Alaska now. We are a media firm that is covers the entire country. It's just, I just have the amazing benefit of being able to live in Alaska.
Michael: I know I got really into Alaska when I was watching Meat Eater. I don't know if that Oh yeah.
Netflix. Yeah. I mean, they're in Alaska all the time. Real quick, if you can let our audience know. Two quick facts about Alaska where
Mary Ann: you're from. Two quick facts. The state of Alaska is almost the same size as the continental us. If you were to take the state of Alaska and put it in the middle of the continental US, it would touch coast to coast.
People do not realize that and top to bottom. Oh wow. So Alaska is huge. Another quick fact. We are the more what number one ice cream consumer per capita. So who knew that? And then one more fact, we have more pilots than any other state per capita as well. Oh, wow. The
Michael: ice cream wine.
Mary Ann: Interesting. The ice cream one. Right. Number one highest consumer of ice cream. So you would think you love our ice cream? I, I think it's the lack of vitamin D in the winter, but maybe not. I don't know. Oh, okay. Maybe this is the theory. I think we just like our ice
Michael: cream. Yeah. Yeah. Okay. Awesome. Awesome, Marianne, I appreciate that.
If you can tell us a little bit about your past, your present, how'd you get to where you are today?
Mary Ann: I'm an East Coast girl originally. But I actually started in marketing and in media at a very young age. So I was 16, 17 years old. I started on the graphic design side, believe it or not.
And this was before everything was digitized, so you had to take an actual picture, scan it in, use it that way. And that's actually how I got into marketing. I worked in a tourism shop for a while designing various gadgets for tourists and various things along those lines. It was a lot of fun, but I fell in love with media at a young age, getting into media and doing media, planning and strategy and all the above, and I was very fortunate to get into it really young.
So I worked my way through college. Was able to find the fact that I loved marketing and economics, and that's amazing how that goes with media and especially in today's world cuz we are all data nerds. When you are into economics and when you are into media, you have to understand and love your data in today's world.
So, the economic side of me definitely in the statistical data and all those things, I'm definitely a stats nerd. I absolutely fell in love with that so, I started my firm a little over 12 years ago and really focus on media. That's all we do. And we got into programmatic media early and that's where we are now of being able to be one of the leaders in programmatic and being able to offer those services to multiple, multiple different brands and multiple verticals.
Michael: Real quick, rewind a little bit. Marketing and economics. Break it down to us. How does that go? Hand
Mary Ann: in hand? It, it's so funny cuz you don't actually think that it does Uhhuh. I did my thesis on recessional recovery. On the economic side. Well, guess what? And the, one of the key things of recovering from and being a company that is recovering from a recession, Is actually your marketing plan and the two go hand in hand, and we don't think of them going hand in hand.
We think, okay, marketing's over here. Economics is over here. Well, both of them are in the business sector and both of them are in that umbrella. If we actually bring them together, the knowledge that you learn in and I, I call marketing the marketing bridge. So we have all of our different pillars, everything from your name, from your website all the different things of your clients being able to find you and your potential clients being able to find you.
That's your marketing bridge. Well, media is one of those pillars and in economics, and if I look at that side of it, statistical data. Is a huge part of economics. That's what you're studying. You're studying statistics, you're studying that, those pieces of, especially in a recession various recoveries, various things that you can do with it and what better to go together.
Media is in marketing and the statistical data falls into economics and marketing as well, and that's where you have that bridge. But you have to have that bridge for you on your marketing has to have all those pillars filled and economically. We need to look at no matter what. And a lot of people are accidental business owners.
They go into a career off of something totally different. They either want to be like you're listeners, they wanna be a dentist, they want to be a medical practice, but they're never taught actually how to be a business owner. And when you think of it as having that. Bridge with all those pillars. The economic piece is there too, because depending on how the economy is doing globally and locally and nationally that's gonna be how your business is gonna do.
So what can you do? What are tactics and strategies that you can do headed into a recessional prospect or something that's gonna take place?
Michael: Oh, so what are some things we can do? Because we're like, in that situation coming in, a
Mary Ann: lot of people are So, key thing first, own your space. What is your, what is your niche?
Where are you, who's, what's your vertical that you're gonna be in? But huge piece of it is also, so know that audience, know your audience and get to know it better. And when you get to know your audience even better to that level where you can list 10 things about who your ideal customer is, and you can have that full line out there to be able to do it, you will be able to strategically build content that will reach them.
You will be able to have your ad buys be more strategically done. One thing that I think is really imperative actually, especially in the dental space, in the dental practice and the medical space, is that we don't actually think of media as being a positive necessarily paid media specifically, because, you know, if I'm good enough as a dentist or if I'm good enough as a doctor, I don't necessarily need to have media.
Right. But no, in reality in today's world, you have to have that presence out there. So how do you, how do you start building everything that you can to recover recession, even before recession starts to happen? Start building content to your, to your audience. So know that audience. Start building content to the audience and strategically start doing paid advertising with it.
I call using the paid portion of it and the paid media side of it as leapfrog. So you're gonna wanna do your ppc. So that you're showing up on searches, you're gonna wanna do some programmatic targeting. So programmatic targeting, cuz a lot of people get confused on what programmatic is. Mm-hmm. But programmatic targeting is it's a bidding process.
When I start in a media, you used to do an R F P and say, okay, TV radio station, gimme what your rates are, put the plan together and go from there. Now it just automates it where now I don't have to get a rate card from a website. I go in and I'm bidding on the individual. That I want to see the ad. So I'm bidding on that impression and I'm able to target that impression based by my audience.
So the more I know my audience, the more I can bid towards that audience and bid for that impression specifically to them. And the more first party data you have, you can also target in that manner. Do you know who, do you have email list? Do you have things that you can really target with? Do you have addresses that then we can do IP targeting with?
There's various things there. So. The one, the very first reaction of recessions are happening and recessions are about to happen. Mm-hmm. Is everybody just retreats back in and is turns into turtles and we're like, we're just gonna hold onto everything. Mm-hmm. And in reality, this is the time that you can play leapfrog and actually go above your competition, stand out a little bit more.
You just have to be strategic at it.
Michael: Gotcha. Okay. So programmatic, you mentioned something called R F P. What
Mary Ann: is that? Yeah, an RFP is request for proposal. So that would be, that was, that's the old school way of doing media. There's still ways that we would do it where you you need your television, you need your radio print, outdoor, but a lot of that's starting to move into programmatic, so you can start bidding outdoor programmatically, some TV and some radio.
You're bidding programmatically as well, but, some of the old school ways of doing it. If you need those traditional platforms, which I'm a big believer that traditional is not dead. Mm-hmm. We have traditional and digital and you ha you just need to know how to do the two together.
Michael: Gotcha. When it comes to traditional marketing, what falls under that
Mary Ann: in your eyes?
So, tv, radio, print, out of home, those are the ca billboards, various things there. Buses that falls into traditional, except for now, programmatic wise, we're able to do a lot more with that, with digital billboards and digital things that are out there that we can bid to be able to actually programmatically bid that as opposed to having to do it on the traditional front.
Michael: So how can we use both?
Mary Ann: here's the key thing. You need to use both. Mm-hmm. So again, I'm gonna go back to get to know your audience. Who is your audience? Who is it exactly that you want to reach? And we're gone in the day of thinking of just a demographic. know in a dental practice and various things that you're thinking, I just, everybody is my.
Ideal client, right? Because everybody has teeth. Well, okay, but who, when you see your patients come in, who do you know is that sweet spot client? Who is that person? That is the individual that you go, okay, that is who I want to duplicate to have in my chair all the time. Somebody who, who is easier going, maybe has a full family, that you're gonna get multiple cleanings a year out of.
What is it that you want to do there? Who is the decision maker in the household? What are the things that are taking place? Identify clearly who you want and then from there you're gonna be able to strategy reaching out into all of these different audiences that you're looking at. But it's not a demographic anymore.
Okay, so we're not looking at adults 18 to 50 fours who are reaching No, because I am gonna reach the 18 year old differently than I am the 54 year old. I'm going to more strategically say I would like to target women who are mothers at the age of 35 to 45, have two plus children in the household who maybe are employed as well have, you're giving those persona.
Identifications as opposed to just a demographic, a wide net, you're actually narrowing it down into a persona and an individual targeting system that you're looking at. So
Michael: can we come up with a plan for, for that, like specifically the example you gave us, like, well, let's just say the patient I want is.
The family, right. But I'm gonna target the, the mom or the woman. Right? And from that point on, she's making maybe like, you know, she's the other working or together as a household. They're making 150 k plus they have two children. What now do I do as far as when it comes to traditional and digital? I.
Mary Ann: So would I would a couple of things here. So unless you as a practice are investing in the multiple tools to know where she is, I would find a great partner. So there's a difference between a partner and a vendor. A vendor would be somebody that really goes into that is a TV station, that is a radio station.
Those are great people. I love 'em. They're great people. Nothing bad there. However, in this type of targeting, You want a partner that is similar to like our, our firm, where you come in and somebody can outline for you and help you. You say, okay, here's my ideal customer, and then. You're looking for a strategic partner at that point that can say, okay, then I can help build out your plan for you, and here's your strategy, here's your plan.
This is where we're going, and we're gonna base it off of what budget you wanna spend. Various things there. So there's that difference. Huge difference between the fact of having A vendor and a strategic partner. Strategic strategic partners are night and day. They're gonna be part of your team.
That's how you should be seeing them as part of your team. So when you're building this, you're looking at, okay, I wanna build my, plan towards a woman that's 35 to 45 years old. So I'm gonna look in that. She has, she's a family, family of. Four plus, you know, hold household. She works, this is her household income.
On the programmatic space. I'm actually going to be able to target based off of her income, based off of family size, based off of which neighborhood she lives in, which neighborhood she doesn't live in, what kind of car she might drive. That might be something I would put in there. Various activities.
Is she a gardener? Is she. Does she like to run as a hobby? Very. Is she outdoors? What types of targets would I look at? That I know her hobbies are you don't have to go that deep. You are fine to not, you want to know who she is for which in which you're trying to target. So the family of four, the age range where she's gonna be.
So I'm gonna actually build a model about this persona. Mm-hmm. Find out where she is, find out where she's going to be, and then from there I'm gonna figure out the programmatic tactics that are gonna work best for her. I'm gonna make sure that we have our p c, our Google and our Bing taken care of there on that front.
So if she's searching for us and she's looking for a new dentist, maybe she's even new to the area. And that's another layer of something that I wanna put in there. And making sure that it, when she's Googling, she's able to find it. And then on the traditional side. So that's all my digital stuff.
I'm gonna look programmatically, where is she? Where is it display? Is it video? Is it connected tv? What is she gonna be on? A lot? And I will tell you right now, she will be on streaming. So look at TV in that manner. And then I'm gonna go over here on the traditional side. Where is she gonna be? Now that's gonna depend on the market that I'm in.
So it's gonna be varied. And this is why a strategic partner is also important because they will have access to ratings. They will have access to information like in your market in Los Angeles. I'm gonna have access. I have access to all the numbers. I have access to all the information that I need to have.
To see who's watching what, who's listening to what, what billboards have the most traffic, what various things, what's the best place for me to place it. So in that sense, depending on the market, TV's probably not going to be your best option unless it's a live event that she's gonna listen to and watch.
Okay. But live events mean local news. It means sporting events, various things. If her kids are gonna be, if if there's a live events that kids are playing or things like that, then she might be a part of that. That's where your TV's gonna come in. When it comes to radio, that's probably where you're actually gonna reach her the most.
So you wanna make sure you have your digital portion. That, that's where you're reaching her the most. But then you're gonna back it up with your radio to make sure that she's getting high frequency over and over and over again. Cuz believe it or not, local radio is still very highly consumed and people listen to it.
People love to, especially women during covid, we saw starting to turn to local radio to find out. what the counts were in their county, what were various things that they needed to know? What were the new regulations? And these are habits that developed over such a quick period of time that kept going, that their habits are still there.
So radio's gonna be your best option. And outdoor, those are gonna be the two key things that you're gonna bring in with that. With that digital plan as well, because you wanna make sure that you have high frequency and that they're seeing, they feel like they're seeing you everywhere and they're hearing you everywhere.
It's an omnichannel approach, but you don't have to have the budget spread so thin that you're just condensing it into one area and you're making sure that your digital and your traditional are working together.
Michael: Hmm. So it feels like, man, they're everywhere, but really it's just targeted. They're going after that specific person now.
Real quick, how do you get that information when it comes to like, oh, okay, everybody in, I know all the ratings and stuff like that. Is there a place or you have to subscribe to 'em,
Mary Ann: you have to pay for 'em. Um, So that's why having a strategic partner is really important because you're having to subscribe, you're having research tools, various things we use and utilize.
This is all we do, right? So just like you would not want me put a filling into your tooth because I'm not a dentist. You don't want me to do that, right? Mm-hmm. So as dental professionals, You guys don't need to do the media. You don't need to think about that side of it or that strategy side of it.
Outsourcing it actually probably will not cost you any extra money to have that portion of it. So if you're looking at having strategy, having various things, your return on investment is so high, but also the actual placement. There's various ways that it's actually not gonna be, it's negligible in comparison to you doing it yourself.
When you think about you, let's say you're a dentist that's owning, that owns a practice, and your time and your team's time, that is going into your marketing or your media. That's a return on investment where they can be in the office doing other things. They can be doing it. They can be in the office focusing on the patients, making sure that that portion is there.
Outsource that part and find a good partner that you can trust and be a part of and work with, because that's where it goes hand in hand. That's where you need to know in today's world, collaborating together is the best way to get the most outta your business plan.
Michael: I like that. So then when it comes down to this, let's just say, Startups, right?
It's like a super lean budget. And then they're like, Marianne, like, you know, I want to, I wanna do this. My budget is like bare, bare minimum. Yeah. Can we still do that or
Mary Ann: no? Absolutely. And you should. So, knowing and starting even with a bare minimum budget, you should be looking at what are my marketing efforts that I'm gonna go into it.
You have to see it as an investment because if you are a startup, your brand recognition is zero. Nobody knows who you are. Nobody knows what you're doing. Nobody knows what your specialty is. Nobody has a clue, right? So you have to identify and know, all right, I'm going into this as a startup, I need to make sure that I am building a plan there.
Even if it's minimal, you'll wanna make sure that you're investing somewhere. So, that's again where a good strategic partner comes in because they'll be able to help you and say, okay, hey, how do I make sure. That I'm doing what I need to do with this budget. Here's this budget, this is what I have set aside.
What can I do with it? But that's where a good strategic partner will be able to say, okay, here's a few options for you. It's not necessarily just cookie cutter. This is the only thing for you. It's making sure that there's a few options.
Michael: Okay. I like that. And now, Maybe this has happened to you before, but you know how sometimes you're like, this is my target, this is who I want to get.
You get them, but then, you know, other people start hearing Yep. Maybe not in that age range or anything like that, and then they, they come in and you're like, oh, I love this type of patient too. Yep. Different generations, right. Is there a specific type of marketing for that? Yes. Or do we have to change it, or how does that
Mary Ann: look?
No, no. In fact, you don't wanna change it. So you want to stay steady where you are. And I called that your baseline plan. So that's your baseline targeter and who you're targeting. So you're, you're gonna target this baseline plan, who is your ideal customer? From there, you can have multiple targets and multiple personas that you're looking at.
So if you start to see, hey, This audience segment is actually influencing the family as well. And now I'm growing as a firm. Now I'm growing as a practice. I actually have a little bit more money that I can invest in this target as well. So it's a layer. So you're gonna start with your foundation, and especially if you're a startup, start with that foundation and then you're building to get to that point, right?
And you're gradually adding things to it. When you're marketing and your media budget start to shrink back. As a practice, no matter how long you've been in, you really need to look at that and assess it and decide why am I wanting to shrink back? Do I think that it's actually because I don't need any more customers, that I don't need any more patients?
Well, in reality, you actually, the longer you've been around, the more you actually are going to have to promote to get new customers and to get new patients. You have to keep it going. It's not something that is a set and forget it, and it's not something that you start and pause. You actually need consistent branding and consistent media out there for you especially in today's world and especially with how many competitors you will have in a market.
Michael: Mm. Gotcha. Okay. I like that. And then I know like a lot of the times we tend to, you've seen it, right? Traditional has been evolving into like what it is now, digital and things like that. People are on social media and you know, all these other platforms and everything like that. Is there a specific one where you're like, Hey, look, you need a focus.
Everybody should be focusing on this media right now, at least, or is there a best one? Worst
Mary Ann: one, each one has its strengths, right? So it depends on its goals. You're looking at traditional, I talked about traditional, a little bit of what the strengths are there. TV you're looking at live events.
That's where your strength is. If your target audience is men, television still is pretty highly consumed by men. Mostly in the live sports arena, and that's where you're gonna be. Although we see an increase in female numbers too with live sports. So across the board, that's where you're gonna see that.
And then in radio it's more informational. So your weather updates, your traffic updates, those types of things that you're gonna see that are key for you to be a part of in radio. Now when it comes to programmatic, right now, you, no matter what, you need to be looking at programmatic, you need to be looking at Google p c being p ppc, very sync.
So, paper per click and seo. That's what you need to be looking at. But programmatic is where that is the future of media. That is the future of how we're consuming when I started my career, well over 20 years ago. Programmatic was not an option. Obviously, it wasn't anything that you could really do.
You had, your f. Few options. It's pretty much four. That's it. And that's what you were gonna buy in every market. Now you have so many options of what you can do and go after and target. So programmatic is definitely something that you need to be looking at. Social platforms, I'm going to say this as loud as I possibly can.
Social platforms are no longer a targeting tool. Social platforms are a branding tool. Overall brand recognition period. Do not try to use it as a targeting tool. There is no longer availability or possibility with cookies, with various things on Facebook that you cannot target the same way you can. We can do lookalike audiences, various things there on social media.
Mm-hmm. But that's not a targeting tool like it used to be. Programmatic is now your targeting tool. That's where you want to use. You're targeting and that's where you wanna use your focus, not social media. So each one has its strength, each area has its strength. But if you're not doing something digitally, you definitely need to refocus and do something digitally.
Hmm.
Michael: Okay. So when people say sometimes, cuz there's a lot of types of like. Influencer marketing on social media, then people I know we, we know a couple dentists who they say like, yeah, you know, my new patients from like Instagram. That's more cuz of like brand awareness
Mary Ann: or It is. It absolutely is. So it, there is nothing wrong with that.
And there is nothing wrong with influencers. We do a lot in the influencer space. There is nothing wrong with that. You just wanna use it correctly. It is not the same targeting tool that it once was, and that's what you need to think about it. If you have first party data, if you have emails, you have various things there.
Algorithms are gonna show how things are targeted to that and what. In that sense where the algorithms are gonna pick it up, but you as a marketer are not gonna be able to use it the same level that you've done before. When and when I'm talking targeting, I'm talking like the multiple layers of targeting of who my ideal customer is.
Not just broad, I'm talking very, very in depth. That's where programmatic comes in space now, and that's where that it's starting to take over in that area. Instagram's a great place for you to be and if that is where you're getting most of your customers, great. keep budget in Instagram, keep budget on Facebook.
However past that, add programmatic for that additional targeting of that customer and where they're gonna go. Again, it's that omnichannel approach cuz now I'm able to actually target them in even further and to be able to go down that path with programmatic.
Michael: Okay, so you said use it correctly. Social.
What, what have you seen where you're like, oh my gosh, you're using it super, not even good. You know what I mean? What are the pros and cons
Mary Ann: of that? So you wanna make sure, again, you're thinking brand recognition more than you are. Very specific. Targeting and who you're, who you're looking at, but your content still needs to be specific to who you wanna talk to.
That's where, so yes, it's overall branding. However, your content needs to be driven to that target audience, no matter what platform you're on, because if they do see it, if they, if it comes across their path, that's where that targeting. Message point comes in. So when it's done poorly is when it's a very broad message.
Mm-hmm. As opposed to a very targeted message, meaning your message itself is talking to a specific person. Even if you're using a broad platform or a branding platform when it's done best videos work really well, more than still images. We know that, we know statistically speaking. And 15 seconds or less is what you wanna do.
And what you can look at too, if you are doing videos, if you have that kind of content that you're putting out there, absolutely. Look at adding a programmatic pre-roll layer to that, or a connected TV layer to that, because that's where you're gonna target your audience. Audience even further.
Michael: Okay?
When it comes to tv, especially streaming, how expensive is that?
Mary Ann: So now programmatically when it comes to streaming, that's how you're getting streaming tv. for the most part, so you do have your local TV vendors that you can still work with that are various things. I would actually suggest not buying programmatic through them.
I would suggest finding a strategic partner to buy it through that has a direct seat on a d s DSP and that you're able to use use that instead. The buying directly through the vendor, your cpm or cost per impression, is usually, typically higher and not necessarily, as quality. It can be, but not necessarily.
So when you're buying it on the programmatic side, you have a little bit more controls of what you can do, but you are buying it by the impression. So it actually buying streaming TV can actually be more affordable than you would think. Specifically. If I'm gonna take a step back and not talk just tv, connected TV or O t t, which is over the top television.
If I'm looking at pre-roll, that's actually more affordable than people realize or recognize. So those are 15 seconds, 15 second ads that are gonna run before another ad or are gonna insert site an ad. Right. So pre or mid-roll. And those are the ones that you also need to think about. It's not as expensive as you would think.
Digital has allowed it to be more affordable that we are able to build budgets based off of what your size is. Based off of what kind of budget you have to actually make it a strategic plan no matter what size the budget is.
Michael: Oh, actually, okay. So that would be like Hulu, places like that, right?
Cause I don't know if, does Netflix even have commercials or no? I don't know.
Mary Ann: Not yet. They'll, they, so you have your Amazon Prime, so you've got your Hulu, you've got your Amazon, but you also then have, if you're a direct seat on A D S P, you have anything that's streaming all the various.
There's tons of streaming outlets that are out there.
Michael: What, what does D S P stand
Mary Ann: for? D S P is demi demand side platform, and that is the bidding capability that takes place. It's literally, software and automation that allows you to bid in the programmatic space. And it's, it's very expensive to be, to don't.
As a dental practice, I would not suggest you trying to do it yourself because, and find a partner that is a direct seat and that's a question that you wanna ask. Are you a direct seat? And that way you have that capability of having that team because it's a good couple million dollar investment to be able to do that.
But you wanna make sure that you have that that capability because then you have somebody, if they've built their team correctly, they're optimizing, they're doing various things for you on your behalf every day.
Michael: Wait, so it's a million dollars for the practice or no. For you,
Mary Ann: for the, like, you, so, so to be a direct seat is not, it's not.
It is not cheap. It is, it's okay. Gotcha. Gotcha. So find a partner that's a direct seat. Mm-hmm. As opposed to you trying to do it yourself. Yeah. I would assume you'll, you'll take advantage of the fact if you don't, if you don't have a large budget, and even if you do have a large budget, but it's not in the millions and we're talking millions, not just a million, we're talking millions.
If it's not in that category, then you need to think about what kind of strategies you wanna have in partnering with. Being able to get that done. Plus you have to have the team on top of it to optimize and to be able to do all the bidding and to be able to do the work.
Michael: Yeah. Yeah. Cause I know, yeah, especially if you're starting up or anything like that, it's not gonna be in the millions, right?
Like the No.
Mary Ann: Correct. And nor should it be. You don't need to be in the millions. Um, So find a partner that is that direct seat for you that is able to, they take their volume. So if you work with us, we take our volume and we, we do. Millions and tens and twenties and you know, we are over a hundred million at times.
That's what, kind of work we do in placement. So take the advantage of our millions and be able to place. Mm-hmm. So take advantage of how much we are placing. On behalf get on our backs of being able to negotiate that for you and use our leverage overall of what we're able to do, as opposed to you trying to spend a couple thousand dollars to be able to get the same kind of leverage, you're not going to.
Michael: Yeah. But I appreciate that, Marianne. I appreciate that. Like we can tell you, this is who my, this is who I wanna see. Right? And then you can kind of create something and then say, this is the routes we need to go through. Instead of me going like, I want. You know, Google ads and then at the same time, I, I want social media marketing and they're like, okay, it's gonna cost you this much and this mu, you know what I mean?
Kind of thing. Yeah. It's a different
Mary Ann: approach. It's very stressful actually. So when you are starting a practice, especially a startup, but even if you're mid practice, if you're a few years in and you're looking, okay, we're about to hit a recession, I need to revamp and rebrand, whatever it is I need to do or just retarget of where I need to be.
Having a strategic partner that can outline all of it for you is better than you going, Hey, social media person. Hey Google person. Hey and hey, programmatic person. Hey TV person. That's stress on you and your staff, where that can be you providing more services to your patients, your staff, providing more services to your patients.
It's more efficient and it's, it's be, it's offering better efficiency for your patients, but it's also a better investment for you to be actually working with a partner to get it done as opposed to distributing it and, Just you trying to keep track of all of it or having your own in-house person. The other piece is having your own in-house marketing person.
That can be a benefit. However, at the same time, you wanna make sure that you're, you're still doing your media practices and the media things that you need to do because you're gonna lose your audience. You need to stay consistent in that, your in-house person needs a strategic partner in media.
Media is very specialized today, and you still need that in-house partner for your media.
Michael: Yeah, I agree. So then what can a dentist do today to improve their marketing?
Mary Ann: So first, evaluate it, look and see where it is. If you're a startup. Make sure that it's included in your plans. Make sure that you market the media portion of your marketing plan is there and make sure that there is budget set aside for it.
But if you're, if you're a practice that's been a practice for a couple of years, make sure that you reevaluate regularly. So look at it and say, okay, every year, what options do I wanna look at? What do I wanna make sure I increase? What do I make sure? Where has my audience shifted? What are various things that I need to, I do, I have my foundational audience and I need to maybe add some layers on top of it.
So reevaluate. Find that partner that can help you evaluate, find that unbiased and treat that partner like they're part of the team. That's the key thing. A lot of times that relationship and where it doesn't go as well is when you're looking at the partner almost like, oh, you're just a check. I have to cut.
Mm-hmm. And in reality, don't think of it as just a check. You have to cut it. Think of it as that's what's getting customers and patients through my door. That is a funnel process that's taking place and. You, if you feel, eh, that's just a partner, that's just, that's not a partner, that's just a check. I have to cut, reevaluate that relationship as well.
Reevaluate. I want a partner, I want somebody who I feel good about it, but also make sure that you have an open heart to have a partner with it. Not to just say, Ugh, you know, and have that, make sure we're your mi your mindset's in the right place. frankly, Dentists have a huge opportunity in their media and their marketing.
Mm-hmm. Huge opportunities because there's a lot of targeting that you can do based off of dental habits based off of various things in the programmatic space that you can look at and say, you know, where are, what are some things that they've done habit wise over the last year, a couple years that we can target.
There's blueprinting where you can even target. Competitors locations for ads to be served about you. When somebody walks through a door you can also use blueprinting to track people coming into your door. How do, how are they coming in? How is that happening? So on the digital side, there's so many options and dentists have huge amounts of options in that space.
Michael: Okay. I like that. It, it is interesting you say that. I, I always wanted to know, like from the agency side, from you, especially working with practices and things like that. Where do you see the ball being dropped when it comes to like, Hey, you know what I, and then they may, I mean, maybe it could be the agency's ball or maybe it not, you know what I mean?
So where do you see the ball being dropped?
Mary Ann: So I think the ball is being dropped when in. I can completely understand this because I'm a business owner, right? And I'm running a business myself, and at times as the business owner, which you as the doctor of the practice, if it is your practice, you're the business owner.
And sometimes we can be distracted by the business portion of it as opposed to, okay, what is our marketing? Which at the end of the day is what drives our sales and gets people in the door. So when you have that meeting with your partner once a month, once a quarter, whatever it is, that's set up for you.
Take advantage of that time. A lot of times where the Dr. Ball is dropped is when the dentists or whoever it is that's marketing just sees it as the marketing meeting for the month where that person is only answering to them of telling them, updating them. No. Take advantage of that partnership time of the, I'm thinking this, I'm thinking this, I'm thinking this.
Take advantage. Have notes. Be prepared yourself, not just them. Be prepared for you. Now that being said, On the other side of it, if they're coming to your marketing meetings and they're not prepared, they're not showing reports, they're not showing insights, they're not showing you things of what's been taking place, you need to evaluate that relationship as well.
So there, it's both sides of the coin here, but you have to do multiple things, um, to be able to do it. You as the doctor, need to be prepared at that marketing meeting to ask tough questions and to write them down, because in between, from meeting to meeting, you will have thoughts, oh, I need to talk to so-and-so about that.
I need to talk to 'em about this. Write them down. Have a marketing list and a media list for your partner and for your team. And then when you're in those meetings and when you're in there, you're prepared, you're ready to go. And you can say, okay, I was thinking this. I was thinking this. I was thinking this.
And you'll get that collaboration back and forth. So where I see the ball drop the most is doctors that are checking the list as opposed to wanting a partner that will collaborate with them. Find that marketing strategic partner that's going to collaborate with you and work with you. Take advantage of that.
When they are sitting there for that meeting with you, take advantage of the fact that they can collaborate with you.
Michael: Okay, I like that. Now these next questions are just to get into the head of someone who isn't totally involved on the clinical side of dentistry. What would you Marianne like to see more from a dentist?
Ooh.
Mary Ann: So I think where I see it go well is where every dentist, I think mm-hmm. Wants it to be, well, I go to Dr. So-and-so and I'm not going anywhere else. That's Dr. So-and-so where you trust them so much that they're not, they are not gonna switch. Mm-hmm. Where they don't wanna see is the sale is hard on them, right?
So they don't wanna see, Hey, you're a new dentist that I've never gone to. I'm here, but now all of a sudden I have. Four cavities and I need a crown. I'm very confused. Where six months ago I didn't need any of that. Can you explain why? So you have to approach if there's a need and if there's something that is there.
Automatically people kind of question things. We are, we as human beings analyze, we overanalyze, hence actually why media consumption is at an all-time high. Because in Covid we analyzed everything and we wanted to gather information. That's what we do to survive, right? Mm-hmm. But in this case, When you, when I can trust my dentist for anything, I don't care what my dentist is like.
I have that kind of a relationship personally with my dentist. Mm-hmm. No matter what he says to do, I will do it. And because he's telling me that, and I've trusted him for years in that, I've had dentists in the past where I'm like, Hmm, I don't trust that. I don't like it. I'm not sure it's there. Right.
Whether or not that was real. But in reality, it's how you talk to your patients and it's how you communicate to your parent patients and explain to your patients what services they need that is gonna build that trust. Don't underestimate the the message when you are talking to your patient when they're in the chair.
Don't underestimate that when your technicians and your hygiene technicians are talking to them in their chair. Don't underestimate that communication and how important that form of communication actually is. Are you, as the, are your hygienists getting to know your patients well? Are they getting to know the personal side of their life?
Are they, they're in the chair for a while? Yes. Your hands are in their mouth, but they're in the chair for a while. There are things you can get to know. The hygienists that AC that usually are the best. Talk about the patient. They don't talk about themselves, they talk about the patient, and then what information is that that can then go to the doctor and then the doctor gets to know the patient.
Right? That's where, on that side of it, don't underestimate the client relation side. Think of your patient as a client, not just a patient that is a client that you wanna have returned customers from. Mm-hmm. Ok. And they're the biggest referral. They're the biggest referrals. They will refer you all day long.
Michael: Yeah. No, I really appreciate that, that that's, that's true. When it comes to the two that you mentioned, like the practices, what were you noticing with the dentist where it's like, I guess the communication was, was completely different.
Mary Ann: So I'll tell you, and my, my dentist now, his name's Dr. Clark, love him.
Love to give him a shout out whenever I possibly can. That's my personal dentist, right? Yeah. And he is a phenomenal communicator, but he tells me, Hey, this is what we're seeing. This is what's going on. This is where things need to be. My whole family, we all trust him in that because of how he honestly communicates, to me, he makes me feel like, okay, I understand, and that's what's really important as opposed to where I've had doctors or dentists.
It's not just in the dental field, it's all across the board. This is what you need and this is why, and it's not even, this is why it's, this is what you need. And a lot of patients are confused because it's not their profession, it's not what they do. And as dentists and as medical professionals, take a step back and remember, your patients are not dentists, your patients are not in the dental practice, they actually don't understand.
Mm-hmm. And nor should they understand they're hiring you for your expertise, for you to explain it to them, for you to tell them why their son has four cavities. It stinks. We've done, we've even done, we've done the fluoride treatments in the past, but this is what's happened. He's six, this is, it's his baby teeth, you know, whatever.
Explain all those things to them. They don't know, and you're assuming that they know they don't remember. You are the one that is the expert in the room at that point. Own that expertise. Just like how when somebody comes to me and they're a dentist and they're a dental practice. Own the fact that in media, you don't have to be the expert in that.
And that's okay. I should be explaining it to you. My team should be explaining it to you in that, and in that mindset. Yeah.
Michael: Okay. Okay. And so the next question is, what do you hate or dislike about dentistry? Ooh.
Mary Ann: Well, nobody likes to get any kind of certain treatments done, but mm-hmm. I'll tell you this though.
I mean, if you've had, and I've been very blessed with good teeth, knock on wood. and still in my forties only have had one cavity, so I'm, I'm happy with that. So, I mean, I'll, I'll be, I, I take that, I'll, I'll wear the little badge of pride, although I'm not as good as my husband who has never had a cavity.
Wow. But whatever. Not fair at all. But anyway, he says it's because of the fluoride and the water in Anchorage. He grew up in Anchorage. But anyway, so that being said, things that you hate, I think it is that bad communication. That's where it's always gone wrong for me with any type of medical practice or any kind of dentist.
And this is me personally, If there's not that good communication, that clear communication that makes me feel safe, that makes me feel like I'm doing the right thing for my health that is clearly communicating that that's what I don't like. That's where, and frankly, that's no patient likes that.
Michael: Okay. Gotcha. So no, kinda like just bland communication where you feel like, all right, we gotta get in, get out, boom. Kind
Mary Ann: of thing. Yeah. You don't wanna feel, you don't want to feel like cattle moving in and out. Mm-hmm. And. There, there are. Now I will say this, there are some dental practices that have worked really well and efficient of getting people in and out, but there's still moments for that personal touch so that you can get people quickly in and out, but them still feel like they're getting that customer service or that attention that they want.
They want that attentive acknowledgement of what they're feeling, what they're seeing, what's going on.
Michael: Gotcha. Okay. And then, so what do you absolutely love about dentistry?
Mary Ann: What do I love about dentistry? Mm-hmm. Actually, the fact that you can build relationships and long-term relationships within dentistry.
So another thing I love about dentistry is the things that you can absolutely find out with the health of the body by finding out what's going on in the mouth and people. Don't. They just underestimate and average patients don't understand that there are so many different things that dentists find and save lives every day, and people forget about that.
They don't know that they don't recognize it, but if you actually get into people's stories with heart disease or various things, they can tell you, and those are stories for you as dentists to be telling of, he saved my life because he saw this. And he saved my life because he saw this. Mm-hmm. That's a big deal.
Those are things, other things that are happening in the body that dentists can actually identify and send them to a great expert outside of that.
Michael: Yeah. Awesome. Wonderful. Maryanne, thank you so much for being with us. It's been a pleasure. But before we say goodbye, can you tell our listeners where they can find you?
Mary Ann: Absolutely. So you can go to our website, which is mosaic.agency/contact. That comes directly to my, to my email. So mosaic.agency/contact. You can find me on Twitter at Medium apps. Follow me. We put out tips every day. And information every week. You can also, if you email, if you go to mosaic.agency/contact, you will be able to get your email added to our email list.
We put out email blasts every week that give information on media and various things that are going on. And then find me on LinkedIn. I love to connect uh, Maryanne Pruit, and you'll find me right there. Mosaic Media. And we, I love to connect. I love to brainstorm. If you have questions in your dental practice of how is your media working, if you want a free assessment, let us know.
Michael: Awesome. So guys, as always, that's gonna be in the show notes below, so definitely go check that out. And Marianne, thank you so much for being with us. It's been a pleasure and we'll hear from you soon.
Mary Ann: Thank you, Michael. I really appreciate it.
(If you DO want to work with Crimson Media Group, be sure to mention this podcast/ episode!)
Reach out to Crimson Media Group here: https://thedentalmarketer.lpages.co/crimsonmediafree/
Shane always gives all our listeners a: Free Marketing Analysis (just mention our podcast name)
Welcome to this week's Monday Morning Marketing episode! I'm joined by my good friend, Shane Simmons, and today we're going to explore the untapped potential of your online presence and SEO! We are hashing out the importance of tracking patient traffic and learning the nuts and bolts of an effective Search Engine Optimization campaign. In today's world, Google Maps is such a prominent part of our everyday lives, so we are going to show how YOU can best leverage it. From best practices for Google Maps, to SEO strategies we think are outdated, we're diving in the deep end today. Don't miss this opportunity to make your Google Business listing a valuable tool for growth in the digital age.
Catch my conversation with Shane for some of his best strategies to thrive in the ever-evolving world of digital marketing!
You can reach out to Shane Simmons here:
Website: https://www.crimsonmediagroup.com/
Other Mentions and Links:
Google Maps
Google My Business
Yelp
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Shane. So talk to us about s e O. How can we utilize this, or what advice, suggestions, or methods can you give us that will help us actually attract new patients through
Shane: s E O? Yeah. You know, Michael, this is one of the things that in the marketing landscape, we see so much change year after year, month after month, and new technology come in and, and out and, and everything's always and in flux.
But SEO has always stayed top importance for many dental practices because Google still is one of the main drivers of new patients. And so today what I really want to share with your audience is some of the insights that I've learned from. From people who are plugged into Google on what are some things that you can do to help get more new patients organically, specifically through the Google Maps, uh, or map pack as many people call it.
So it's kind of a brief overview. I won't spend too much time on this, but, you know, and, and your s e o um, you know, you have two different. Areas really. You have your search results, which are like your websites that show up. Mm-hmm. You know, on the first page. And then you also have, especially for local businesses, what we call the Google Map Pack, which is like, you know, if you searched dentists near me right now, you would see, you know, three practices show up with their Google reviews, and then you may see one, you know, ad right above that.
And I'm gonna focus today on that Google Map Pack because it's something that Google is putting more priority on because they control it, right? They own your Google Map listing, whereas they don't own your website, and so they want you to be in engaging with patients and updating that Google business profile.
Just like you would update your website. And so there are a few things that I'm gonna talk about that can really help you, um, show up in that organically and not only show up, but actually get patients from it. Um, the first thing, and this is I think probably the most common way that people associate, using your Google business profile is, You gotta be getting Google reviews.
I don't think there's any, surprise there about that. but not only is it the practice that gets the most reviews or has the most reviews, but there's two other factors here that's gonna determine showing up. One is what we call review velocity. So it's how often are those reviews coming in?
Um, so sometimes. If you see especially like older practices that have 500 Google reviews and you see a practice that has a hundred Google reviews above it, and people will ask us, well, why is the practice that has 500 reviews below the practice that has a hundred? And one of the reasons for that could be the fact that the practice with a hundred got that a hundred much quicker than the practice who got that 500.
So review velocity is a big portion there. That's why we recommend having some sort of. Review automation system in place to where yes, you want your team asking for reviews, but you need to have an automated system in place because that is one of the big factors that Google's looking at and, and ranking you in that map area.
the second thing kind of tied to reviews is, the type of reviews that are left. So, uh, yes, somebody could leave you a five star review, but what we have found is if somebody in that review, mentions like a keyword, for example, that you're trying to rank for, that has an impact on whether or not you're showing up in the maps or not.
So a perfect example of this is if somebody were to leave a review and they just said, great office, amazing doctor, you know, highly recommend. That's a great review. But if that person said, Hey, if you're looking for a dentist in Indianapolis, I highly suggest, you know, Crimson Dental office that has the keywords, dentists in Indianapolis, within that review.
And that's something that Google is taking into consideration when, uh, ranking these different businesses in the Google Map pack. So that's the second thing. And then, I would say the third on this is your Google business profile. We need to treat it like our website. So remember, you know, years ago, uh, it was imperative.
You had to blog, you had to blog every 30 days, um, and, and continually update and update content. And while blogs certainly have value on websites today, It's essentially that is turned into what you need to be doing with your Google business profile, which is adding update posts to that profile every 30, 45, 60 days or so, adding your services to your Google business profile, adding products on your Google business profile.
And the cool thing about this, Michael, is. Google, literally like on a silver platter, hands this to you and says, here are the things that you need to do to optimize your profile to make it as effective as it can be. If you are signed into your Google account and you Google your practice, you'll see your Google business.
pop up and there's like a bunch of different settings at the top now where it says, reviews, performance, all of these different things. Right below that, there's boxes of different things that'll say, you know, add a map, add an update, add a product or service, add a promotion, and they're literally right in front of your face and everybody should go in and be filling those out regularly and updating those regularly.
To show Google that your profile is active, that you're an active business, and ultimately what Google's going to do is see who's most active on those Google business profiles versus those that that aren't active at all. Who's getting reviews, who's not getting reviews, and all of these things together.
Start to impact where you're showing up in those Google search results. So the biggest key takeaway that I could give people in the short amount of time is make sure that your Google business profile is optimized. Make sure you're filling out all the information that Google's really looking for, cuz they're telling you right there in those settings.
And, and make sure that you're, you're getting that updated regularly updating it just like you would regularly update your website.
Michael: Gotcha. Okay. So mainly those three factors have to be, and it all kind of revolves around at least this part right here revolves around the reviews, right?
Like the review velocity, keywords in the review, and then blogs and updates, uh, post every 30 to six, one to two months, right, kind of thing. now when it comes to keywords in the reviews, I guess how can we make sure they are doing that? Or is that just kind of like, we just hope like they're two words.
Shane: That, that's a good question. Some of it is hope, um, right. So some of that is, is hope, but some of it is with some of your patients that maybe you, um, you are closer with and maybe you've, you know, seen over the years you have a really, you know, good relationship with them. Just letting them know like, Hey, you know, this really helps us, if you do leave us a review, if you just mention something about, looking for a dentist in Our city, our location. it helps, us tremendously when you do it that way. So you don't have to, you know, force or make people do it. But if you just ask, you know, if, if that's a way that they could write that review, if they're going to leave you a review, uh, that's a great way to, to do that.
Otherwise, uh, some of that just kind of happens naturally. Now. One thing that you can do is you can reply using some of those keywords as well. Now you don't want to keyword stuff. I'm not saying that. But let's say if somebody left that review of, you know, amazing Office, I had a, a great experience.
I highly recommend. You can reply to that review, which everybody should reply to their reviews and say something like, thank you so much for choosing our, you know, Indianapolis dental practice. Like we can't wait to see you again soon. So you can still reply with a keyword like that in your review, which is also going to be helpful and show relevance to Google.
Michael: Yeah. Okay. I remember working for a practice and. You know how like there's like smaller, not smaller holidays, but like we're not off for like the whole week or two weeks, or even if that was the case, it was more like if we're not shut down for like a couple months, but if we're only off for like a day or two cuz of a holiday or something like that, all they told me was to like, Hey, just update the voicemail.
Right? Just say, Hey, we're closed for the Christmas holiday or whatever. Right? But we never really updated the. The Google business page. Now, if we're off, let's just say like, oh, you know, the doctor's taking a vacation, uh, and then the team decides to take off, although there's no holiday or anything. Or even if there was like one like Labor Day, would it still help to mention on there, like, we gotta adjust it, the timing?
Or is it like, eh, it's just gonna take day, it's more work? Or, or no.
Shane: Yeah. As far as like on the Google Business Profile listing? Yeah.
Michael: Like having to go all the way and
Shane: change it. Yeah, no, I definitely recommend that because a, again, it one, I mean, it's beneficial to people who are doing a search and like next week for example.
Mm-hmm. Um, you know, being, uh, July 4th, uh, and then many offices are taking off. The third and the fifth as well. I'm seeing that. So if you're going to be closed those days, you need to go into your Google business profile and adjust that, uh, accordingly and let, um, Google know that you're gonna be off those days.
And that does two things. One, I mean, it's gonna benefit. somebody who's doing a search maybe on Monday, and maybe they had a, an emergency and they searched dentist near me. And let's say your shows up and it says that you're open and then they call and you're actually not open. You know, that's gonna be frustrating for the patient.
but the second thing is it counts as an update. Uh, you know, Google seeing that you're using that platform to update searchers on, whether you're going to be open or not. And so it has. Two benefits there. And all of those benefits are gonna tie back to, local, you know, SEO results and how you're going to show up.
And one thing I, I wanted to mention too, on all of this is the key in knowing, whether or not the things that you're doing on your Google business profile, like whether or not it's making a difference or not. Everybody should have, you know, tracking set up in, in any of your marketing, because if you don't, you just, you don't know what's really bringing patients in.
You can ask patients, and we always say, you know, ask patients, how did you hear about us? But let's be honest, sometimes it's hard for patients to remember where maybe they first ran into you or how they first, you know, found you online. And so that's where, you know, having call tracking set up and your Google business profile and your website, all of these things, so you can know specifically where all of these patients are coming from.
And with the Google Business profile, this is something that a lot of people get mixed up on because. There's this thing called, you know, NAP consistency, which is name, address, phone number, and, and it being consistent on the web. And a lot of people would never put a tracking number on their Google business page because they wanted that consistency.
Well, now Google offers an option where you can put a tracking number on your Google business profile and still have your primary number, listed on there as well. But anybody who calls from the Google business profile will call the tracking number, and then you would know who called from that. So then you can actually measure, you know, hey, we had, you know, 15 calls in June from our Google business profile, and we've been doing these things that I.
Heard on the Dental Marketer podcast and in July we had, uh, 30 calls, you know, and so you can actually measure that and, and listen to those calls too. So that's something I just wanted to mention that's so important is, is having that call tracking set up so you can actually, you know, get measurable, uh, results from what you're doing.
Michael: Nice. Okay. And now is there any minimal things that don't really move the needle but that have been over-glorified a little bit that you've been seeing?
Shane: Yeah. You know, I think that one of them is, uh, citations or, you know, getting your practice listed on different directories. There's value to it.
So, don't take it as, that's not valuable, but, The fact that you have to build out, 700 different listings, um, it's just, it's just not true. And, and Google's even come out and said that it's more so of being listed on the high authoritative sites, um, the ones that are really strong.
So think of your. Facebooks your Instagrams, you know, your, uh, Yelps, even though I know there's a lot of controversy around Yelp, but at least just having like a profile. Uh, these are things that are important to kind of build that credibility with Google, but some of these sites that are like nobody's ever heard of, and then, you know, people tell you, oh, you need to have a profile on these sites for seo.
It, it really doesn't move the needle anymore, on some of those. So just wanna make sure that. You know, and you can Google this and look up, uh, you know, what are the most authoritative free directory sites and just making sure that you're built out on those, keeping those updated consistently is, is really one of the main things that you can do, especially for, uh, a newer practice right off the bat.
That's something that's really important. Ah,
Michael: so Shannon, I appreciate your time and if anyone has further questions, where can they reach out to you directly?
Shane: Yeah, so they can always, uh, go to our website, crimson media group.com. And of course for the, the Dental Marketer, uh, podcast listeners, we always, um, offer, you know, free marketing analysis for their practice.
So you can reach out there and, and get that analysis done. And then you can also, uh, find me in the dental, uh, marketer Facebook group as well, Shane Simmons.
Michael: Awesome. So guys, that's all gonna be in the show notes below. So Shane, I appreciate it. Thank you for being with me on this Monday morning marketing episode.
Thanks, Michael.
Today I want to tell you about our sponsor for this episode, Olsen Dental Chairs!
Imagine you're a dentist and you spend your whole day around the chair... Well, Olsen has over 40 years of experience in making those long hours as comfortable as possible for both the dentist and the patient!
If you're a dental professional looking for high quality, cost effective, dental equipment, check out Olson dental chairs!
Click this link and mention this episode for a limited time FREE installation with your purchase!
Guest: Simon CortesBusiness Name: OlsenCheck out Simon's Media:Website: https://olsenna.com/
Facebook: https://www.facebook.com/profile.php?id=100083386410139
Instagram: https://www.instagram.com/cevi_dental/
LinkedIn: https://www.linkedin.com/company/cevi-dental/
YouTube: https://www.youtube.com/@cevi_dental
Florida Dental Convention 6/29-7/1: https://www.floridadental.org/convention-ce/convention
Ohio Dental Convention 9/21-9/23: https://www.oda.org/events-ce/annual-session/
Other Mentions and Links:Bosch Motors
Google My Business
Dave Ramsey
Traction - Gabriel Weinberg
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Simplicity is key! If your dental equipment has tons of complexity to it's design, there are more things that can go wrong.
- Potential patients will primarily be looking things up on their phones. Take this into account with a robust Google My Business page!
- Showing off your office with a 360 virtual tour can be a great way for potential patients to see themselves in the practice.
- Don't forget to add a personal touch to all your branding! A unique online and in-person presence is more important than ever.
- If your dental chair costs more than a car, that's too much!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: All right. It's time to talk with our featured guests, Simon Cortes. Simon, how's it going? Pretty good. Pretty good. Michael, how are you doing? I'm doing pretty good, man. Thanks for asking. If you can tell us a little bit about your past, present, how did you get to where you are today?
Simon: Definitely. Thanks for asking Michael. So I'm an entrepreneur in the medical space. have been in the medical space actually since I was 19. I'm 29 now, and we run a successful business for the last 10 years. We have, uh, enjoyed selling new and refurbished medical equipment to the medical providers and we are now expanding to dental and, and that's why we're here.
And so we're super excited to talk about this new brand with you.
Michael: Nice dude. Real quick, rewind. How'd you get into this at 19?
Simon: So, um, I, I had the blessing that, um, I've enjoyed selling and since I was very young, I've always sold something in school selling, gum, selling, anything you can think of. And so when I got into high school, a little bit older, I actually started selling cars and I, I started, I did really well there. And then I worked for a medical equipment company that did imaging. And from there, I started seeing an opportunity in, in procedure chairs, I bought a chair and did well, bought a second one, did well, bought a third one, did pretty good.
Then I, I dropped outta college and said, I'm gonna jump in a truck, drive all the country and sell medical equipment. So it's been awesome. It's, it is been fun. It's been a great journey and, um, we, we've grown a lot. We've had a fantastic years. And it's, it's been fun. Uh, it is the cool thing, you know, when you're not, when you're go to school, when you don't learn these things.
there there's a lot of learning curves and so we, we've learned from the good, we've learned from the bad and, and we've built from it. And so thankfully we have a very successful business because of it.
Michael: Gotcha, man. And so when did Olson come out to be?
Simon: So last year, Olsen came to look for me and we, met in my office. They, they saw what we did. they met me. They, they enjoyed the energy that, that I brought. They enjoyed the experience. They enjoyed my story. And so we started talking about dental.
always wanted to get into dental. I never did dental refurbished just because we didn't want to deal with all the hoses, the biosecurity and, and, and deal with all that. And so Olson just, they came in, they showed me an amazing product. Their quality was awesome, their, how simple their equipment was. And so because of that I was like, this is interesting.
Because I do refurbishing. I know chairs, motors, PC boards, like it's the back of my hand. I'm a huge nerd when it comes to these things. And so because of that, I've enjoyed, seeing the Olsen products, how they're built, how they're made, and, and really seeing the quality of their equipment. And so because of that, I went to Brazil.
I, I met the Olsen team. I met Mr. Olson, and I just fell in love with the product. And because of that, I spent lots of my time, pushing their product, advertising their products, and speaking to dentists, and I've enjoyed it.
Michael: Nice, man. That's good. So then Olson came onto your team where you started selling their equipment and everything like that?
A year, about a year ago. About a year ago.
Simon: Yes sir. Yeah,
Michael: Uhhuh. Okay man. Good stuff. So then what have you seen, I guess compared to, uh, cuz that's the thing a lot of, uh, practice owners kind of talk about, right? Is like, is it affordable? Yeah. Check, right? Is it high quality, advanced technology? is it ergonomic?
All these things, right? Do patients care? And then we get those people who are like, ma'am, just have a chair, right? Patients ain't gonna, ain't gonna notice a difference or anything like that. So what are your thoughts on all this?
Simon: So being in the dental industry for a year now, it's crazy the price of these chairs.
Mm-hmm. I'm a firm believer, you shouldn't have to buy a dental chair that costs more than a car. I mean, I've seen some of these chairs that cost more than a 12 year old of Corolla, 2022. I mean, that's insane. And so what I love about Olsen is that, you know, it's a great chair.
They use Bosch Motors, which Bosch is a well known manufacturer all over the world. They have a modern design and their pricing is super competitive. And so because of that, it's something I enjoyed. One of the main features I really do enjoy for dentists, I like to fix things, and I've met lots of dentists that like to fix things.
I've met a lot of doctors that like to fix things, and when you can fix something, it's easy. The newer chairs, they're making everything high end, right? They're putting too much technology in it, making it difficult, and what I love about Olsen is simple, simple technology. It works well and one of Olsen's models is equipment made the last.
And for me that's extremely important because one of the reasons I've been in business, one of the reasons I've been, I've had a successful career in what I do is I've been fixing machines that are 30 years old and we're still fixing them and we're still selling them. If you look at the equipment now, I don't know if you can still have a refurbishing business in the next 10 years.
There's just a lot of things that they're doing that makes it more difficult for a normal person to fix a chair. You need a engineer to be able to fix your chair, and that's what I don't like. That's what I don't like about where we're going to the future. But what I love about Olson is they kept it simple.
Their equipment has one PC board. their unit is not super complicated to get to the upholstery. It's simple. Just the whole thing is simple. And so because of that, I've really enjoyed showing their product, and displaying it too. I believe at this point, I think we're at over 150 chairs that we've installed.
We actually just installed four chairs in Hawaii. My team just came back from that and the doctor was thrilled. So it's been great. It's been fun. I'm actually sitting in one of our chairs right now. I do a lot of my meetings here. Super cool. Because, Has a little massage system in it. So I sit back here, just get a little massage and I, and I love it.
And so imagine if I'm enjoying that while I'm in a conference call. Imagine patients enjoy that as well. So, but that's, that's kind of what Olson is. Um, it's a really cool chair. It's something that I really recommend customers, potential customers to come in and see us at the shows, check the shows out.
it's it's chair that you want to look at. and so that's one of the ways that we like to say that we're different, How we're different. Overall, it's something cool that you just wanna look at and something cool. And like I said, I've enjoyed it a lot.
I've had lots of customers enjoy it. And we're hoping this year, we're gonna explode. And so that's what we're going for. Yeah.
Michael: When you're at these shows, man, you have all your units there or like specific ones or? So in,
Simon: in our sh last shows, we have had all of our units there. Um, this show we've decided, because this is the next one, one that's coming up, that's actually next week.
Mm-hmm. Here in Florida, we're super excited about it because it's, we're doing a smaller show this time just because obviously it's our home base in Florida. We have a showroom in Florida, so we just want people to come look at the chairs and invite them to our showroom so they can see the seven. Eight different models that we have in the showroom.
And so we chose a smaller booth this time. Um, but yeah. And the other shows that we've done, and so we'll be in Chicago, we'll be in New York, we're gonna be in Ohio, we're gonna be in Texas, and we, we will have large booths there to display our products so you can come and see them play with them. I've had lots of customers love them.
One cool thing that we actually have right now that we did in the last show that was a hit, I mean everybody came to check this out, was our transparent share. You can see how the chair is made. And so what I was telling everybody at the event, I was like, listen, Olson is new to you and we want to show you what our insides are made out of.
The reason you don't see any other chair, any other chair transparent is cuz they don't want you to see how complicated their chair is. I want you to see how simple our chair is and so that right there. Thanks to that we sold over 14 cherishes. In the show and that was awesome. so we're hoping we're gonna get the same feedback.
We're gonna take the transparent chair to Florida. They're gonna check it out. They're gonna look at it, and I hope they expect the same results, simply because it's very awesome to just see. It's a simple product. You're not overcomplicating it. And for me, that's important. I know for other people that's important because Michael, I don't know if you know, but calling a service technician to come service your chair is very expensive.
And if you could save that money, imagine you would want to. Yeah.
Michael: How is that man? How is like the customer support and then like the, you know what I mean? Because I feel like that's, things break no matter what, right? So then it's like, Hey, how fast can I get that someone on the line, a human coming here and all that stuff.
How does that look like? So this is
Simon: the cool thing, and this is one of the reasons Olson's worked with us and the reason we decided to partner up together. Remember, we're in the medical industry as well, so we have technicians that we've partnered up with all over the country because the chairs are simple.
I can send one of my medical techs to go out there, check the chair, and he can figure it out. He can get it done, put it together, and do it right. They have the experience. They're certified with the medical equipment. The dental equipment isn't too much. What is our goal? Our goal is for the chairs is not to fail.
That's why we give our customers a five-year warranty. That's why the chairs are simple. When you overcomplicate your chairs, then yes, you should expect things to fail. Cuz when you have three, four PC boards, five PC boards in one chair, yeah chances of one breaking is is high. But when you only have one, Chances of them breaking is not as high.
And so because of that, we're not really worried, too much about service calls. One of the reasons that have blown people away is if you open up a delivery system on a chair right now, your delivery system has one block that controls all your handpiece. This has been the biggest selling point we've actually had with our Olson chairs is that ours aren't a block. They're actually individual. one hand piece breaks, You can continue using your other handpieces, which means you don't have to close the room that day, stop productivity because your block is clogged. And that's something that people is blowing people away. And so it, it's, it's a, a very neat feature.
Doesn't exist in the market and it's something that Olsen has that it's just blowing people away. Had
Michael: you, man, that is, that is pretty awesome. So, Price-wise for these chairs compared to like other companies? I mean, like, I know we are thinking of like, maybe like densely, right? Like that's like really, really big.
Right? But when it comes to this right here, practice owners, when they get their, they're starting up, they're putting this in, right? They're think thinking about the budget, how much would you say we'd have to budget for these chairs if we're like, Hey, I wanna have three ops, four ops,
Simon: So Michael, the cool thing about this is our pricing is awesome.
Quality is awesome. We have four level chairs. We have a hygiene chair that starts off at 6,300. Then we have our infinity chair that starts off at 14,500. So there's a range there. The differences in between our chairs is size. It's gonna be your delivery system, it's gonna be your light. So there's cool features that you get to see at the show that you'll be able to say, Hey, I want this light.
I want this handpiece here. I want my three-way syringe this way. And then we set it all off for you. And so price wise, it's there. I've met some customers that I've spoken to who've spent $34,000. For just one chair. Mm-hmm. They're using our chairs right now. If you go to a website, um, olson a.com, you actually would be able to see what they've said about our chairs and they've loved it.
again, $14,000, $40,000, one chair. Or you could buy four chairs for the price of one tier. And so because of that, that's just a great savings. And so I would say we're definitely in the affordable side, I would like to say, but you're not sacrificing quality. that's the important point.
That's the, what everybody's asking is like, Simon, okay, your chairs are a great price. They're all, they look amazing. But are they really that good? And that's why we saw him five year warranty. If something breaks, we overnight it, we get a technician to install it. We're done. Fortunately, because we're new in the market, we haven't had it too many issues.
We had one issue so far, that a doctor by accident broke the light. he broke it himself and he admitted that he broke it. He asked us for a light, and I told him, I was like, you know what, doctor? You've been a great customer here. I'll overnight the light to you. And because it was so simple, he installed it himself.
Hmm. Yeah. And so instead of spending five, 600 bucks on a light and then paying a technician installed it, we just gave him the light. He installed it and he's loved the product. So I would like to say because of that, overall it's a really good share and the features it has overall, it's something that will allow you to save money.
And at the end of the day, it's crazy when I see, when these potential customers that I'm working with, when they send me their budgets, when they send me what they're working with, It is insane. And so as a business owner myself, saving money is key, especially when you're starting out. And so when you have that opportunity to save money but not sacrifice quality, I think that's awesome.
Michael: Yeah. That's awesome man. That's really, okay. So talking about that in your, your own mind, right? And putting your shoes as a business owner into the shoes of a practice owner. In your opinion, what can a dentist do today or practice owner do today to improve their marketing or
Simon: their business? So, because I've been studying dental offices a lot, I can tell you I've actually looked a lot into this and know what I've seen.
A lot of doctors, a lot of dentists, they don't invest in social media as much as they should. they don't invest in their office as much as they should. Right. When, when, I mean, they invest in their office. I don't know if you've ever seen Michael, but you can get a 360 of your whole office doesn't cost that much, and you can actually give someone that virtual tour of your office.
We do that with a lot of our projects and it comes out awesome. I mean, it just looks amazing and allows that patient who's looking on their phone to see where should I go to the dentist at? And when you get to see that experience and see why, look how beautiful their equipment is, look how beautiful, how clean their office is.
That's something that I would say that a lot of dentists don't take advantage of. I would say also Google my business. It's a lot of spaces I see that no one has pictures of their logo, pictures of their staff, we wanna be personal. You wanna show who you are. Like if you go to our, Google, you'll see we have over 2000 pictures.
We have a, our chairs that we do of our warehouse, we wanna be personal. We want when someone calls us to speak to us, that they know who they're speaking to, that they know what's going on, and that they see our, our equipment. And for us, that's important. So I would say in the dental space, I have noticed that, that they're, they're just, when you go on, you're Googling an address, you just see a logo.
Couple reviews, hopefully they're good, but you don't really see that they've invested in their online presence. And I think that's important, especially right now when everybody just looks everything up on the phone. And so I would definitely say that. I would definitely say be proud of your office.
Be proud of who you are, be proud of that you're in business, and push that and share that. I think that's extremely important.
Michael: Yeah, I like that. I like that a lot. Like be proud of it and then invest in it right kind of thing. And that's, I guess, a way to show that you're proud of it by investing in it, like really putting in that skin in the game.
You know what I mean? Kind of thing. Awesome. So now these next questions are just to get into the head of someone who isn't totally involved on the clinical side of dentistry right now. What would you like to see more from a dentist?
Simon: I personally love my dentist. He's amazing, and he does a really good job on making you feel so comfortable when you get into his office.
The atmosphere. So I would say, because I've had the same dentist for about 20 years, I would say that I would try to mirror that experience where when you get to an office, it looks clean, right? Feels clean, smells good. You you'd be surprised how many offices I've been into where it doesn't sound good.
Where it doesn't look clean. And so I think that's something very important. And you think that's basic, but when you're so busy with running a, running an office dealing with patients, dealing with employees, you Ms. Small things. And so I would definitely say that would be something that I would like to see more.
Um, just because I've visited lots of offices and I can tell you there's, there's a good amount of them that just don't take care of the, the general things. their work is amazing. It's just small little things that someone should be doing, they're not doing. Gotcha.
Michael: That's been kind of key.
Uh, I noticed that that's like a thread to you though, what doesn't smell good to you in an office where you're like, this smells like, what?
Simon: I can tell you I've had an experience I've been in, in New York recently, and, um, you could tell I would like to say maybe when there's too many people in the waiting room, um, right when you overbook patients.
You have too many people in there. Every now and everybody smells good. because of that, I would definitely say that's something I, I experienced just recently where you walked in and it was like, wow, maybe I should walk back out. So I, I, I would definitely say that that's one of the things that you, you would want to limit, right?
When you can control your patients, when you can control how many people you book, you don't overbook the rooms, right? You don't overbook your, your procedure. You simply, Book it correctly. That way you don't have 15, 20 people a waiting room. Like me personally, my dentist. That never happens.
You go in, there's not more than two or three people, and he's a busy guy, but he doesn't overbook. You come in with, he puts you back in the room and you keep going. And so that's something I've enjoyed. And also, that's one of the things I actually love. When you go there and when, at least for me, I'm a very busy guy.
My appointment's at three, I get there at three. At 3 0 5, I'm sitting on a chair. And I'm gone. And I love that. And I think that's another thing that I would actually love to see as well. Cause a lot of times you get to an office, like at least for medical, and you're waiting 45 minutes just for them to see you.
And so, there's a lot of things in the background that happen that, you know, patients don't know, the patients don't see, there's some things we couldn't, we can't control by not overbooking. Mm-hmm.
Michael: So the, the part that makes you feel more comfortable is like, Hey, just don't overbook and then, you know what I mean?
A lot of these other problems can kind of go away. Yeah. Whether it's waiting time, descents, things like that. Yeah, no, definitely. Gotcha. Okay, So then what do you love about dentistry?
Simon: so on the business side, for me, what I love is, The amount of money it takes to open up to a dentist's office, I love saving people money. You know, that's one of the things I enjoy doing every day, um, in my business. And to be able to say that I can help you save 15, 20, $30,000, 40, 50, $60,000, I think that's awesome. And with Olsen, we have that opportunity. And so because of that, I would really say would love to see and continue seeing the savings that we've been able to provide, cuz when you could save five, $6,000 and invest it somewhere else.
That's awesome. You know that's money. You can invest in social media. That's money You can invest in Hiring a better office manager. That's money you can invest and. On vacation, enjoying, you know, quality time with your family. And so those are all, all little things that I think are important. So when you can save that on a chair, compared to buying a 24, 25, $40,000 chair, I would definitely say that's something I'm, I really love doing on the medical side and I expect to love doing it on the dental side.
Yeah.
Michael: That's nice man. Typically, right. Now, if you don't mind me asking, out of the range of chairs you have, which one would you say is the most popular? Like where, the one in Hawaii, right? We just installed these all these other places. Where to you, which one would you say is more popular?
Simon: So right now, our logic, it starts off at 10,500 is the most popular chair. It's, um, chair that a lot of our dentists have enjoyed. That's the chair that we just installed in Hawaii for of. He loved them. He actually, awesome doctor. He actually has an office in Hawaii and he has an office in Chicago, So he bought two of our infinities and then he ordered four of our logics for his Hawaii office.
And so I would say that, Our logic is, is really, it's a great chair. it does everything you need, gives you all the, all the upgrades that you want on a chair. Our sprint chair is really good for hygienes, a fantastic hygiene chair. Our quality is a great chair for dentist who's throwing off, who's really price conscious.
our logic is an amazing chair for an experienced dentist who wants a workhorse, and our infinity is for our high end dentist who just wants to look amazing, who just wants his chair to look fantastic and wants to have all the bes and whistles. And so the Infinity, we've sold a lot of those, they're beautiful chairs and they all go into high end offices that just look amazing.
Michael: Gotcha. I was gonna ask that. I'm looking at your chairs right now. The logic and the. Infinity. Do you normally, let's just say we're creating the infrastructure and the outline of the the practice right now in the construction phase. Can you ever like chime in on that and say like, Hey look, I think it'd be best if you had the infinities for this and that, that, or you guys don't, you're just like, Hey, whatever.
It's up to you, doctor. So
Simon: fortunately we've actually been part of lots of new builds and we've also done. just replacement chairs and so when we get the be part of the construction experience, it's a lot better for the doctors. Cosmetic look of the office because we get to all the plumbing underneath the chair.
When you have to add that junction box, you lose about a foot of real estate. That can be nice and clean. That could be clear, and that's awesome. I mean, I love installing these chairs where we can put. All the plumbing, electricity underneath the chair where it should be, and it just looks amazing. And so when we get to do that, it's enjoyable.
And when we get to see the size of the rooms, definitely our infinity is a little bit bigger than our other chairs. And so we can tell the customer, Hey, infinity, you're not gonna get the same experience. When you have a smaller room, so for this room, we'd recommend a quality. And so because of that, yeah, we definitely enjoy being part of that process.
Um, and, and it's something awesome that we get to do. You send us the blueprints, we'll send it to our tech. He'll actually put the chair in on you, your blueprints. He can show you where the arms move or the delivery system moves. It's a really cool system. You'll be able to see it all and get that experience.
On top of that, we have even, even cooler experience. Let's say you like the Infinity, you can actually put the Infinity in your office. You grab your phone and you can put on an app that we have and literally see through your phone, the whole chair inside your office, and you can walk around the whole chair with your phone and see how it would actually look inside the office.
That's something that a lot people have enjoyed. Um, it's something I love doing as well. Yeah, that's nice, man.
Michael: I like that a lot. So then there's also the other side of this, right?
Where there's really expensive ones and there's really, really non-expensive ones, cheapy ones, right? So what are the hidden costs of cheap dental chairs? So people are like, they only spent this much, man, you can get it here like on Facebook Marketplace. Or there's another D, right? There's hidden costs behind that, I'm sure.
But
Simon: what are they? So let's say if you buy something on Facebook, you're buying something that you don't know the history of it, right? You're buying something that you don't know who installed it. You also are looking at, does that chair still exist?
Can they still buy parts for it? Right? A lot of these chairs, after a certain amount of time, the manufacturer stops making the parts for it. that's one, like, let's say starting off on Facebook, obviously you can also buy chairs from, you know, other countries overseas and you could sit, you know, you're gonna then sacrifice equality, right?
Because what they do is they do mass produce and they sell as much as they can. And so obviously there's certain chairs, certain parts that are not gonna be made with the best quality part for us. One cool thing that. Olson has, is we actually build 95% of the chair in Brazil, So, in case anybody doesn't know where Brazil is, which I hope everybody does, Brazil is in South America, that's our neighbor. it's a chair that's being built with without good quality. when you're looking at Facebook, that might be something won't wanna do, because, Again, if you don't know who ins installed it, you don't know who uninstalled it, there might be parts missing.
Then you don't come, so you don't have a warranty, right? That's everybody asks the question, asked them, now, where's the servicing coming from? Again, if this is a chair that you just bought, and let's say you bought it for three, $4,000 and then you gotta spend another thousand or $2,000 on it, that's expensive.
A motor, a hydraulic, let's say if you have hydraulic chairs, a hydraulic motor is expensive. Hydraulic cylinders are expensive. And so that's one of, of the things again, that Olson does different. Our chairs, none of them are hydraulic. They're all electric driven by Bosch Motors, and so that makes it easier chair to fix.
At the end of the day, it's gonna last longer because hydraulics, you have. Hoses there, you have pressure, you have oil. All of those things require maintenance. And so that's one of the things again that you're gonna see the difference in between an Olsen chair and our competition. Nice
Michael: man.
Okay, so then one last questions I wanna ask you is throughout this process, actually, throughout the time you started, se let's, let's go with that sevi Man till today, right now, just in general, man, Simon, so the audience can get to know you a little bit more. What's been some of your biggest struggles?
Simon: So I think when everybody starts off, and I can tell you over the last 10 years, you, you have a goal, you have something you want to do, and that goal changes, right?
When you get older, things change. When your business gets older, things change. You have different perspectives. I am a father of two. I have. My son Samuel, was about a year old. And I have my son, Theo, who's four. I can tell you, when they were born, they changed my perspective. Cause all I wanted to do was work, work, work, work before.
Now I wanna spend time with them. I wanna do things different. And so I can also say, when you hire people, all I can tell you, I've, I've had over probably 150 people work for me. And I can tell you all have I learned about hiring people. Um, I think that's actually where I've made some of my biggest mistakes is hiring the wrong people or hiring with my heart.
I can tell you that before I'd hire anybody, they're walking on the road. They needed a job. Hey, come here and I'll, I'll give you a job. I've learned a lot by that. we've disappointed customers because we haven't hired the right people. And so for right now, right now, I can tell you our culture, our focus, my focus is to have happy customers.
I have a saying that I say a lot to all of my customers is, you know, your success is our success. If you're successful, I'm successful, so I have to make sure you're successful so I can make sure that you make another office in a year and you buy 10 shares. Then in two years you do 30.
I have customers that started with me 10 years ago, but I love that. Love me. They have 13, 14 offices. I've done all of them. Working with them is amazing. Seeing them grow inspires me and allows me to continue growing. And so that's kinda one things that like we do. And one of the things I can tell you over the years I've learned from, you know, one thing is when you start off, you don't wanna just hire anybody.
You know, you spend more time with your employees than what you spend at home normally. And so because of that, you don't wanna have bad employees. And not all bad employees start off as bad employees. So I, I believe that's one of the things that I've, I've struggled with a lot is, Not having the right people by me.
With time with different budgets, you're able to find better people. You're able to learn different ways of doing things. And I would say what I've learned just the last year alone, cause I can tell you, last year was crazy for us. We were doing the dental, we were doing the medical cool. We grew like crazy.
And what I really learned, Right now we're doing amazing as well, and we have better people and the people have changed everything and, and something I can tell you last year I wasn't focused on, and it's something right now, I'm focused on that the people who work for me, the people who are my team members, they're killing it just like we are, and that they're happy and that they're enjoying what they do.
And I think that's really important. And I think when you find people that are not good, um, I'm a huge fan of Dave Ramsey and, um, he said something where if, um, you only want thoroughbreds, right? You only want thoroughbreds. You don't want donkeys working for you. And I can tell you I've had lots of donkeys working for me, and I've definitely learned from that.
Oh, nice
Michael: man. Great advice. Awesome. Simon, thank you so much for being with us. It's been a pleasure. But before we say goodbye, can you tell our listeners where they can find you?
Simon: Definitely. So if you're in Florida or if you might be in Florida next week, We are gonna be from the 29th of June to the 1st of July, we'll be in the Florida Dental Association Convention that's gonna be in the Gaylord Palms and Orlando.
And so we'd be super excited to have you there just to come check out our chairs. We also have a showroom here in Orlando, Florida. Uh, we're about 45 minutes from Orlando, but it's easier to say Orlando cuz well, nobody knows where Orange City is, but we're about 45 minutes away from the airport. And so, You can also check us out on olson na.com.
You can see us there, you can see us on social media, you can see us, uh, on YouTube. We love the share stuff. Our team's always making something and, and we enjoy the push out videos. And so, we would love for you to come check us out. We just want you to see our products. When someone comes to the show, I tell them, touch our chairs. Feel them. Touch our leather, touch our vinyl, go look at other chairs and come back. And I've had the fortune that a lot of them come back. And so I would definitely say you want to touch our chairs, you want to feel 'em, you wanna see what they're made out of and get to enjoy them.
Michael: So what's the next event after the Florida one that you guys will be attending?
Simon: Thanks for asking that, Michael. So, September 21st through September 23rd, we'll be in the Ohio Dental Convention.
We're super excited. the Ohio Dental Association is gonna be making this event. They're, they are pushing it, they're inviting lots of dentists to come, and we're super excited to be part of it. And so I would love to see you there September 21st, or September 23rd. You'll see more on our website@olsonna.com and we're super excited to see you.
And like I said before, I want you to come touch our chairs. Feel them, see the quality, and then go touch the competition and let us know what you think.
Michael: All right, Uhhuh. Awesome. Awesome. So guys, that's all gonna be in the show notes below, so definitely go check that out and reach out to Simon and his team.
And Simon, thank you so much for being with us. It's been a pleasure and we'll hear from you soon. Awesome.
Simon: Thank you, Michael.
Hey guys, welcome to this week's Monday Morning Marketing episode! In this episode, I'm joined by website expert, Josh Hampson, to dive deep into the world of dental websites and how they can effectively build a strong brand for your practice. Discover key strategies to set yourself apart from the competition and answer the pressing questions potential patients may have. Learn why your website is your most valuable sales tool and why Josh says YES to listing price ranges on your site. Uncover the secrets to creating a low-friction experience for potential patients and how to address their pain points through your brand. We also cover when to, and when not to, invest in Search Engine Optimization(SEO) when starting up your practice.
Punch that play button and get ready to transform your dental website into a powerful brand-building asset!
You can reach out to Josh Hampson here:
Website: https://www.hmpsn.studio/
Other Mentions and Links:
Typeform
Invisalign
Airbnb
DoorDash
Semrush
H1 and H2 Headers
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Josh. So talk to us about websites. How can we utilize this, or what advice, suggestions, or methods can you give us that will help actually attract new patients through our website?
Josh: Yeah, definitely. So for any dental practice, where I recommend getting started is really at the foundation.
Make sure that you're building a brand. So before you really think about building a website, it's important to, figure out what's gonna set you apart from your competition. Why should a potential patient. Choose to book with you over, any other dental practice in your area. So really I have a few questions that I like to answer before diving into that.
I've already said, what sets you apart from your competition? What makes you a better choice than other dental practices in your area? And then this is core, but what are your ideal customers, your ideal patient's pain points? what dental services are they typically looking for? So, are they looking for general family dentistry?
Are they maybe looking for pediatric dentistry for the little ones? or are they looking for more cosmetic dental services? You know, implants, veneers, those sorts of things. The other question that I like to ask is, what questions do they have about the services that they're looking for and how can you easily answer them on your website?
and then, you know, this is not at all website focused, but making sure that you're creating an exceptional experience for your patients is paramount. this starts, in your marketing and bleeds all the way through into that in-office experience. So as we really think about diving into the website, once you've answered these core questions about your business, about your offerings, about how you can tailor, you know, your messaging to those ideal patients, I like to dive into the basics.
So, The biggest tip that I can give anybody that's thinking about either, you know, relaunching a dental practice website or uh, if you're a brand new, practice starting from scratch don't fall into the trap of thinking that your website is just a website. I really like to think about our website as your most valuable sales tool, and it's typically, one of the first or the first touch points that you'll have with a new patient before they ever come into your studio.
So with that being said, it's important to stand out. You know, I think we've all seen a lot of dental practice websites and it actually isn't that difficult to stand out in the dental space. When we look at a lot of dental websites, they feel. Somewhat sterile. And so really offering different design aspects that make you feel more personable, that feel authentic to you, authentic to your practice experience.
And once again, going back to speaking to your ideal customer. So not just unloading about the services that you do, but really speaking to. How that is going to impact your customer, your patient's lives. Right. So, we all know that health starts with oral health. A lot of. Problems that we can experience really begin with, you know, what's happening in our mouths.
So, speaking to that unique value proposition and positioning yourself, your practice as the uh, the guide that will help your patients solve that. Mm-hmm. And then once again, going back, what sets you apart? It's all about being authentic. It's all about You know, really setting yourself apart from other practices in your area, cuz there are tons of options.
And then on top of that, your website is an integrated piece of your marketing plan, like I said earlier you know, answering questions that patients might have about any of your services. Paramount little hack there. Is, you can put these in an FAQ section. A lot of these questions are actually SEO keywords and search terms in and of themselves.
So, you know, thinking about, I'm based in Austin, Texas thinking about Invisalign, how much does Invisalign cost in Austin, Texas, huge search term here. So answering that question on your website, having that keyword on your website is automatically gonna bump you up and search rankings just by simply answering a question that your patient already has and that you know that they're going to have.
Nice. I do have a question
Michael: about the, the website. When you, I guess, put yourself in it, your brand, you know, like the loudest page and things like that. Or about the practice, do you prefer or do you think it's better to speak from like a third party or like, it looks like the doctor's actually saying like, I love this community and I love, or the doctor loves this community, and what's better?
Josh: I think it really depends on the size of your practice. So if you're solo, you're the only doctor in your practice, I think that having that type of you know, one-on-one conversation with a patient is um, the way to go. If you've got many, many, many doctors in your practice, maybe multiple locations I would recommend kind of saying, this is what we are about.
And then you can always do like a letter from the founder or blog post from the founder. Mm-hmm. Um, I think is a really great option there. Gotcha. Okay, cool. And then going back to really making it easy to find answer or for your patients to find answers to their questions. One of my favorite dental hacks is an insurance verification form.
We typically use type form, which allows you to set up. Essentially this is gonna get a little developer, but uh, bit of conditional logic where you can upload all of the different insurances that your practice accepts. And then anything that you don't accept, and then set that form up so that you're grabbing patient's name, their email address what insurance they will be potentially using with your practice.
And from there you can conditionally then display. We take your insurance, let's go ahead and book your appointment. We don't take your insurance, but you can then direct them to maybe you have like an in studio membership option. But what you're doing there is making it one easy to answer whether or not you accept their insurance.
Two, you're also capturing that lead and able to follow up with them. In the instance that you do accept their insurance and they didn't quite make the jump to uh, schedule that appointment. You can always follow up and convert that lead, that's kind of one of the most valuable tools that we've employed lately.
Michael: Gotcha. When it comes to that, like, okay, how much is in, how much does Invisalign cost? Or how much are implants? Or, you know what I mean? Would you prefer to have the price on the website? Like, just, just put it out there or, cuz you know how some people are like, well, don't put the price out there. You know what I mean?
You're gonna deter people and have them call for, you know what I mean? And then that kind of doesn't answer the question that Google wants. Right. Yeah,
Josh: so I'm a big, big proponent of including pricing on your website, whether it's, you know, a dental website or you know, a SaaS website. Think about how many times you have been looking for the price of really any product or service and can't figure that out.
You're more likely to just put it off and not, Book your appointment not reach out, anything like that. What you're really doing and including pricing is once again, like validating that you are the right choice for your patients. So if they come in and they see that, your Invisalign price is out of their price range It's gonna save you a little bit of time as well to not have to answer those questions, those sorts of things.
So it's gonna limit some lift on your front office staff but it's also going to help you attract your ideal customer, which is what it's all about. We want to make sure that we're getting the right people in the doors at the right time and helping 'em with the products and services that they need.
Okay.
Michael: Okay man. So have the price on website.
Josh: Definitely. And big thing with that, I know these are all variable prices, so you can always include a range. So if we're looking at an implant, we know that that can vary dramatically depending on patient's, individual you know, their individual case that sort of thing.
So you can always put a range. It doesn't have to be. An implant is $3,500. Implants typically start at X and they could go up to Y depending on what your individual case looks like. Mm-hmm. Okay. Awesome. Another often overlooked Option for helping convert potential patients, to actual patients is utilizing an online booking widget or platform.
So we know that. It can be kind of a hassle to schedule a dental appointment, especially if maybe you haven't been to the dentist in a while. So making it as easy as booking an Airbnb or ordering DoorDash that's really going to dramatically like boost the number of patients that are in your practice.
So if they can easily figure out if you do take their insurance and then easily book online, you're just taking away. Those blockers that could keep them from booking with you. So they don't have to call. Of course they can call if they want, but we all know if things are put right in front of us, the likelihood that we'll actually move forward with doing that thing.
it'll actually happen. So just streamlining that, making it as easy as possible for patients to figure out once again, if you take their insurance. And then ultimately book, paramount and getting more folks through the door. And typically most dental practice software are going to have an embedable widget.
You can usually find it directly in your platform. It's just an embed code copy pasted into your website builder and seamless. So mm-hmm. Super, super easy to implement, onto your website, provided that your, uh, dental practice software has that option. Mm-hmm. And then, maybe a lot of SEO guys or SEO gals are gonna ding you for this, but I'm always hesitant to tell, especially a practice that's just starting to go full send on seo, search engine optimization.
What's more important for a brand new dental practice is making sure that you have the SEO fundamentals down. So making sure that you're hitting. Keywords, relevant keywords to your area. Super, super easy to go onto a tool like a CM rush and find what those. Keywords are for your, your individual area and make sure that you're including those into your site.
But I think when it comes to creating tons and tons of s e o content I generally kind of reserve that for practices that are at least like a year old. it takes time. It's. A costly endeavor. And I think more important for a brand new practice is making sure that you're really growing your book, providing an excellent in-office experience, those sorts of things.
But like I said, I see o fundamentals are super, super important. Make sure that you're most siteholders would do this if you're um, You know, building your side on your own, just make sure that you've got your H one s, your H two s noted so that things from a uh, technical standpoint, Google will validate your website and start to, to rank you.
All right, man. So that's nice.
Michael: That's good to know about the seo especially, I feel like a lot of the times when you're getting out in the get going, like, you know, it's like kinda like crickets or like a couple new patients. You're like, Ooh, I'm paying seo. You know what I mean? Like, come on, why aren't we first on Google?
Or something like that. I had to get impatient a little bit.
Josh: Yeah. I mean, SEO takes time. It takes time. It's a good bit of work. And most importantly, once again, answering those questions that your patients have, because at the end of the day, like good seo. Is also good user experience, right?
So answering questions um, the folks might have and directing them where they need to go is um, foundational piece of seo, last thing that I would say is, And I touched on this at the very beginning of our call, is just making sure that your website is an integrated piece of your marketing plan.
So, when you have a lead come through on your website, whether it's through a contact form, that insurance verification form make sure that you follow up with those leads, especially if they do not book with you immediately. That means. They're a warm lead. They're a hot lead, and they are looking to find a place to get a dental home, essentially.
Other piece, stay in touch with your existing patients. So, once they come in for that first appointment, if you didn't get the opportunity to schedule them for their second follow or for their follow-up visit during their appointment. Make sure that we're following up, three to four months after that first appointment so that we can get them scheduled for that follow up.
And last but not least streamline referrals. So we all know Word of mouth is our easiest advertising tool, right? So, make sure you're streamlining referrals. There are a number of different platforms that you can use to do that, that integrate directly into your website.
And once again, really, really valuable in, converting potential patients, especially after um, one of their friends, one of their colleagues has had a great experience with you. It's a shoe for them to come and get their dental services done with you as well. Mm-hmm. Nice.
Michael: Okay, man.
So fo yeah, focus on referrals, but it starts with building that brand, right? Building the brand and making sure all this is kind of in play and we can dive deeper into SEO and upcoming month. But, at the same time, making sure your website's, looking good. You mentioned referrals, widgets have the SEO optimization conversions, right?
Getting the leads in. Yeah, man, that's it. It sounds like a little bit, but then there's a lot of moving parts, you know what I mean? And so this is the, I, I feel like this is where the listener, right, is I guess, paying for that optimization, right? Like, okay, this is where we gonna have to move, moving parts, keep up to date, all these things.
Because it's a lot. It's a lot. Yeah.
Josh: Definitely. I mean, it's a lot of moving parts. our dental clients they're experts in, dentistry, right? Mm-hmm. Maybe they might not have taken a business class since, general college. And so there's a lot of moving parts and it can become very technical.
So, yeah, just make sure that you're hitting all those key points and everything will fall into place.
Michael: Awesome, Josh. I appreciate your time and if anyone has further questions, you can definitely find 'em on the Dental Marketer Society Facebook group, or where can they reach out
Josh: to you directly?
Yeah, definitely. So drop on over to our website. It's www.hmpsn.studio, so just my last name with Noval. And then we've also got a dental blog post on our Website as well. It dives into a lot more of this in detail, so check that out as well.
Michael: Awesome. So guys, that's gonna be in the show notes below, and Josh, thank you for being with me on this Monday morning marketing episode.
Josh: Thanks so much, Michael. It was a blast.
Today we're going to introduce a game changer in the dental practice management software world...
This is an innovative, all-in-one, cloud-based practice management software, and it offers an array of powerful features that are custom built for dentists by dentists ready to revolutionize the way you work.
If you are a start-up and decide to sign up with Oryx, they will NOT charge you a single dime, until you reached 200 active patients!
They are partnering up with all startup practice owners and making sure you succeed, fast!
Click this link to schedule a FREE personalized demo and to see more on their exclusive deal!
Guest: Jordan SandersPractice Name: Knox Mountain DentistryCheck out Jordan's Media:Website: http://knoxmountaindentistry.com/
Instagram: https://www.instagram.com/knoxmountaindentistry/
Facebook: https://www.facebook.com/knoxmountaindentistry
Email: jordan@knoxmountaindentistry.com
Other Mentions and Links:Buzz Marketing
Invisalign
All-Star Dental Academy
Mango Voice
Swell
Kois Center
The $100 Startup - Chris Guillebeau
Jordan on Episode 375
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Honing in on your target demographic for dentistry will simplify and elevate your marketing efforts!
- When making content, it's important to make sure potential patients find enjoyment and entertainment from it.
- Utilizing phone skills such as calling patients by name, asking open-ended questions, and asking for the appointment can bring your scheduling to the next level!
- Digital marketing efforts are much easier to track ROI and make adjustments based on.
- Ground marketing can massively boost your local presence in the community early on!
- Not every employee resonates with certain styles of feedback. You may need to adjust based on personality of the team member!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: Hey, what's up Jordan? How's it going, man? I'm good, Michael. How you doing, my friend? It's been a year since the last 375 knocks. Wait real quick. Are you in Canada? I am, yeah. Okay. Okay. Yes. Okay. Okay. break it down real fast if you can. A year
Jordan: ago, where were you at? Well, yeah, since the last time you and I sat down and had a little chat, it's it is changed a lot.
We opened two years ago and so you kind of chatted with me about 12 months into that journey of, of the startup and, we were doing well, you know, things were, things were growing rapidly. We were adding new people to the practice. Lots of new patients were coming, and since then, it's just kept going.
We've, added an associate to the practice since then. We've basically doubled our staff from where we were a year ago to where we are now. And it just really going in positive directions. I've have very grateful and thankful for all the opportunities that I've had in this practice.
And it's been just a ton of fun along the way.
Michael: Nice man. So real quick, could you briefly introduce your dental practice and the demographic you primarily
Jordan: serve? You got it. So my name's Dr. Jarden Sanders. I own Knox Mountain Dentistry. It is a dental clinic uh, general dental clinic in Cologna, British Columbia.
We are, our town is kind of. It's kind of urban. We're a growing city maybe about 200,000 people in this, in the city, but one of the most rapidly growing cities in Canada right now. Just cuz of our, we have awesome summers and awesome winters and people want to come live here for some reason.
Where, Where I settle down with the practices kind of a unique spot. It was this up and coming district within Cologna that's since garnered the name, the brewery district which is neat. So we have. Tons of craft breweries and comedy places and live music and all this kind of fun, funky stuff.
And as a result of that, the people that come to this practice are young. We have 3000 patients with an average age of about 32, which is super cool. it's not what I thought when I thought I'd open the doors here, cuz Colonna has been traditionally a bit of an older community.
But that's changing so fast that it's just, it's moving in this direction for
Michael: us. How is that man? Do you feel like they're coming in aware and they're like, look I wanna get my cleaning 32 year olds, right? Things like that? Or are they just like, dude, I your bottle hit my tooth, chipped it.
Can you
Jordan: fix it real fast? I mean, it's a little bit of both. We do get some of that usually it's like skis or sometimes beer bottles, but a lot of it's young families, we have. The mom typically comes in and, tests us out and then the husband shows up and the three kids and then their grandparents.
And so it's kind of that, energy that we've been, we've been working with. But yeah, we set up in this really central location. Like I'm on a busy main street with large signage. And so people just, they're all moving to this area. And they just see us as they're walking by, driving by and, that's really what brings them in.
So it's been kind of fortuitous. They keep building stuff around me, which is working out really well for us.
Michael: Yeah. Nice man. Okay. And then, so you're a private practice, right? Solo dog, multiple doctors specialty or, yeah,
Jordan: so just myself and my associate. When did you bring on your associate? It was a year ago, April.
So about four months after you and I chatted, that was the, That was when I brought the associate in.
Michael: Okay. And it was like once you hired them. That, was it home run perfect person or did you have to like let home associate
Jordan: and bring someone else? Yeah, no, it was, it was kind of interesting. Like she, she cold called me in February.
And, at that time I wasn't ready for an associate, like, I didn't feel ready. And so, you know, we were chatting and we kind of said, ah, it's like it's not the right time for the practice right now to bring on an associate. And even if it was you know, it would be. Part-time at best.
And so, she went off and she found another associateship in a, in one of the adjacent towns. And she worked there for two months and then called me up again and said I hate this. I can't. Like how do we make this work? Yeah. and you know, her and I just, we clicked it was, it was great.
And so I. Brought on an associate faster than I thought I was going to to get her. And it's worked out. It's worked out amazing. She's great. Did that bring pressure
Michael: for you to be like, we gotta push it now to fill her schedule, do all this? Or was it like already there? There was no
Jordan: pressure. Y yeah, there was definitely pressure.
I, I told her, I was very honest with her. I said, this. If this was six months from now, this would be easy. It'd be no problem. But because we're doing this a little bit early, like we're, you're gonna start off slow and we're gonna have to build it up if you really want to work here.
And she was okay with that. And so we just, she just hung out and just saw, you know, the emergencies that walked through the door and, I fed her most of the new patients which just actually was nice for me. It let me. Do more of the treatment that I'd had. Mm-hmm. Kind of getting built up. And since then, she's running two columns.
I'm running two columns. We've got, three full-time hygienists basically every day. Is busy, you know, it's comes with the typical lulls that you get with any dental practice, you know, during the summer and during those early winter months. But, we're all doing well. Okay,
Michael: man.
Nice. So then what has been your experience with different marketing companies and which strategies have proved to be most effective?
Jordan: Yeah. I, so I started off with the same marketing company that I'm using now. Now, like caveat to that is I do a lot of my own social media. I had, the early days of the practice.
I spent a lot of time really establishing what I wanted. The brand of the practice to be and how that was gonna play itself out on the social media channels. So I do all of that and I still do all of that cuz I have quite a bit of fun doing it. But I leveraged the marketing company to deal with all of the things that I wasn't that good at.
So, search engine optimization advertising on using Google AdWords and Facebook stuff. Building the website. And basically coming up with the synergy of how all of those things can work together to bring people through the front door. Probably the most successful stuff that we've had has been are, are Google, mostly Google Maps.
We target a lot of people within the five kilometer demographic of the practice. Mm-hmm. So, you know, they search up dentist, we pop up in, in one of the top three because of that. And that's been really our boon with bringing new people through the front door. Ah, so who is your marketing company? They're a company called Buzz Marketing.
They're local here in Colonna. They've been great. Honestly, I they've hit the, hit it out of the park every time we've done videos with them, photos with them. They, They have all the skills and the tools to do whatever I've needed them to do along the way. We did a mail marketing campaign where they did all of the graphic design.
Yeah, they're just easy to work with, which has been the greatest part of it. Uhhuh
Michael: true. Okay. And then you talked about you do the social media. Mm-hmm. So like, break that down for me. Does that, like, you just do the Instagram, then you schedule it out, or you just pump it out
Jordan: once it, how does that Oh yeah.
Yeah. I just, I just kind of you'd have to kind of understand what our Instagram is to really, to know, like we don't, I don't have a single picture of teeth on my Instagram account. Like I don't focus at all. On the tooth side of the business when it comes to social media, the social media is purely a entertainment type thing.
So, we have patients come into the practice and we have this Instagram counter that sits in the front lobby that actively changes when people follow or unfollow the clinic. And so they follow it on their phone and they see the numbers flip over, which is super cool. But then it's just from there, it's just funny stuff.
Like literally it's TikTok videos and stupid things that my staff and I do in the office. Our outings as a group are the things that we go do outside of clinic hours. It's really just meant to be more of a lifestyle channel than it is something that's meant to show people what. We do with teeth.
It's meant to kind of, they get to see our culture. you're getting an inner look in what the culture of the office is like. And that's honestly attracted a ton of people to the clinic. They follow us on Instagram. I get a ton of engagement and every now and then I get to throw in, an Invisalign special day that we're doing.
And that gets a ton of traction and people come and book because of that.
Michael: And so you just post like, today I feel like posting. Yeah. Or like, like that pretty, it's never like scheduled.
Jordan: when I see something coming up on the reels, that's a fun dad joke or something, I'll share that.
Or, we sometimes pull pranks on each other in the office, so I'll video that and I'll put that up and yeah a bit unusual, but it's really worked for us. That was kind of the, what we established ourself as early in the day, and it's what most of our patients expect of us now.
Yeah. Um, But yeah, I don't really have I don't schedule it. I don't, I, I don't use stock photography. I don't use anything that's pre-generated. I just, it's all stuff I make myself or stuff that I share from other creators. And just let it roll.
Michael: Gotcha. So do you feel like having a content calendar, like, guys, it's money we gotta do, would hinder you even more, like kind of kill the sporadicness of it?
Jordan: I maybe, I think it depends on what works for you. If you're creating content really, the main thing is just being engaging with your audience. know, Especially in my age category that comes to this practice. They're in their thirties, they're millennials. They're on Instagram and they're on YouTube.
Like, those two avenues are huge for us. If you had an older patient population, maybe Facebook is a bit more prevalent for you. But yeah, as long as you're creating the content and keeping people engaged, I think you can do it with a schedule. That's fine. It just, it's sometimes hard to get your team on board with all that unless you're, willing to do it all yourself.
Michael: Yeah. Yeah. That's true. That's true. So then how much budget. Do you typically allocate
Jordan: for your marketing? Not as much as maybe would be advised. I think I'm spending, I know I'm spending about 3,200 a month right now. Most purely Google right now. I was in Facebook for a while. just found that that wasn't attracting.
The type of patient that I wanted in the clinic. But what kind of
Michael: patients was
Jordan: it? Was it reading? A bit, a little bit flake here. Kind of what we might categorize as a lower quality patient. Someone that's a bit more, you know, impulsive in their clicking and asking questions and stuff.
Some of those people wouldn't show up, or they'd, want things that we just weren't able to offer. And so, yeah, it was just, having those, having the Google presence, having people able to see us there has been really what, where the money's been spent. I thought about dialing it back.
I kind of, tell myself that we've hit a critical mass where the most of the people that we get are coming from word of mouth referrals. But I haven't been able to convince myself to not spend that money yet. I think it's still doing really well for us.
Michael: Okay, man. That's good. And then how many new patients are you currently
Jordan: getting right now, like in a month?
Varies probably high end 110. Average probably between 60 to 80 in that neighborhood.
Michael: Yeah, that's pretty good, man. Yeah. And so, like, pie charted, if you can, like majority of, would you say like 80% is from goo Google?
Jordan: Less so in the earlier days of the practice. Yes. I would say probably that much now, probably half most of the a good chunk as we've had self-referrals and people that have, like our, thing that we seem to attract is one person from a particular workplace will come to the clinic.
And then all of a sudden we're seeing all of them. that tends to be how we've built the practice is just by collecting cohorts of people through their work conversations about, who's a dentist to see in town kind of thing. Do
Michael: you tell them like, Hey man, Talk to us about your work or to your work friends or something that are, are they just naturally do it?
Yeah,
Jordan: We sometimes it depends on what the work is. We usually engage with our patients pretty heavily, especially in our new patient visit. I don't ask for it as much as I used to, Back in the early earlier days of the practice when I was doing a lot more of the ground marketing style stuff and really kind of trying to get people engaged.
I would a hundred percent ask if I'd ask them, to tell their friends about us if they enjoyed the experience, to leave, leave a Google review. And most people were really good about that. But now I just, I don't need to do that. Yeah, people seem to do it themselves.
Michael: Gotcha, man. Okay.
How equipped is your team in converting calls into actual
Jordan: patients? Excellent. Honestly, we did a lot of training related to phone skills and really just, how we categorize the people that that call, you so our office is set up with a phone tree that's designed to split existing patients away from new patients.
And so anyone that is new to the practice will come down a specific route in that colt tree and they get a tag that's a new patient call on our end. And so we know when that comes in, that's a really high priority call. And so they bring them in and it's, we spent. Hours and hours going through verbiage and call conversion and how to bring some of that skills and get people to actually book and commit to appointments.
But yeah, they're excellent. I would say they convert 80% of the calls that come in as far as new people. Yeah.
Michael: That's really good man. Do you like sit down at the beginning were you like sitting down and listening to them and be like, guys, we gotta adjust. We got, did
Track 2: you
Jordan: have a consultant?
Nope. No, I did that myself. Oh. So I still do that. We, I still audit call logs and listen to call recordings and say, you know how I had a company doing it for a while when we were doing the call phone training uh, which I did through a company called All Star. I found that to be really, really awesome.
Uh, It is to build some of those foundational skills they were doing, auditing of the call logs for me and grading. Grading them. But since then we've moved away from that cause we kind of got what we needed to out of it. And I just do it monthly. I just sit down, I grab five calls and I just go through them and give feedback based on that.
Yeah.
Michael: What to you, Jordan, what would be like, my gosh, this was, this was beautiful, especially the way you handled this, and then what to you is like, oh my God, what happened? You need to change all
Jordan: this. Yeah, I mean the, some of the most important things that we've found when talking to people is, using their name.
People love their hearing, the sound of their name. It's the most beautiful thing in the world to them. Asking open-ended questions is huge. And honestly asking for the appointment, those three things alone are probably the biggest things that I look for when I'm listening to these logs.
And really the things that make me cringe is when that doesn't happen. When we don't ask for the appointment or we just, you know, a price shopper calls and, we just say, well, yeah, this is what we charge for a crown. And we don't actually ask them to like, do you need a cr, do you need a crown?
Is that, are you gonna come and do you wanna come in and get a crown? And so, yeah, it's just, you know, the girls up front are really busy and I get that not every day is gonna be, everyone's a game, but. We try to keep each other accountable. We want to be able to represent the business and the brand the way that, that it's always been and build that so that our patient experience is consistent.
And that's really the big thing, is maintaining that consistency.
Michael: How do you approach that now when maybe somebody's been working for you for a while and then you're like, Hey, I listened to a call. You sucked, right? Mm-hmm. But like, But like, how would you approach it?
Jordan: so the way that I have it set up in the clinic, so I I I figured out a long time ago that I have certain skill sets when it comes to leadership, and there's certain other things that I maybe lack in.
And one of them is really this maybe the softer approach to types of feedback. And certain people do well with that, constructive feedback and other people don't. And, all spectrums of that exist in the office. So we built this kind of management pyramid in the office.
So I have myself, I have my office manager and I have a lead assistant and the three of us filter this stuff out. So my office manager is responsible for everything up front. My lead assistant is responsible for everything in the back, and I'm the kind of top of that pyramid where. All of the team will go to them first, or they will approach the team for various things.
And then I step in as I need to. So in a case like a phone call, I would just take it to my office manager and say, we need to give some feedback about this particular thing's been happening. And so she'll do that. And if she feels like it was well received and worked well, then that's kind of the end of it.
And we just follow up, next month. If it's not working, then, then we have a bit more of a, a formal sit down and, and, and work through it. But, I prepared a lot of my team and it's one of the beauties of doing a startup and being able to bring your own team into the mix is they all knew what to expect when they came in.
You They all knew that feedback was gonna be just a part of the mechanism and they do really well with it. Honestly. They're all really hungry. They want to do better. They, we change things so often in the clinic that they almost expect feedback. which works well.
You know, There's not a lot of hurt feelings. And even in the cases where people are feeling maybe a little bit taken aback but we can work through it together. Gotcha, man. Okay,
Michael: so like the hierarchy kind of thing, right? Like you're, hey, you need to approach this, and then if it escalates, you approach it.
Jordan: Yeah. It's only, it's hierarchy is, is a good word for it in the sense that that's really just how we operate when it comes to the operations of the business. When it comes to the actual interoffice culture, like we're a team, we work together. Mm-hmm. We do everything that we can to make people feel elevated and like they're doing a good job cuz they are, and.
So that works well for us, providing positive feedback along with the negative or constructive stuff that we have to really opens up those doors for us to make those changes. Gotcha. Okay, man.
Michael: Cool. And then you said you have, when the new patient call, phone call comes in is the software that does that or mm-hmm.
Jordan: we use Mango Voice and they have a, dashboard type thing where you can build. A RY path of exactly how you want they call in and they get a thing that says, thanks for calling Knox Mountain Dentistry. If you're new to the office, press one.
If you're need, wanna schedule something, press two, et cetera, and so on. So that's, and it tags their caller ID with a specific, NP or whatever we use in those cases. So the front knows exactly what's coming in.
Michael: Gotcha. Okay. And since you opened up, or I guess it's the last time we spoke to him now, what have been some of the best and worst companies you've worked with?
Jordan: Well, I mean, the companies, most of the companies that I worked with at the beginning, I'm still working with now. There hasn't been many. I've moved on from some, not because they were bad but just because we got out of them, what I think. We needed to. And we were able to move forward.
As we've discussed, like, I've been with ORIC since we opened up, which has been our practice management software. I've been with Mango Voice, which has been amazing, good VoIP based phone service. We were using swell a ton for our reviews and messaging system. But one of the beauties about Orex is they keep adding features that.
Make it. So I don't need that stuff anymore. I don't have to pay extra for some of these other pieces of software now because org has an online review platform now that lets me send out those text messages or emails for Google reviews or Facebook reviews. So, we were with, well and they were great, and now we're not because I don't need to.
So that saves me a couple grand a year. Yeah. Same marketing company that I've been with all along. And then really our, I really did enjoy the training process that we went through with a company called All-Star Dental Academy. They were the phone skills based course that we did all module based online.
But it really helped the, we did it as a team, so everybody did it. And it was kind of neat because it gave us these common talking points and understandings between. What the back was doing and what the front was doing, and they could kind of see eye to eye on some of these things now. So we use them for a good solid year to get, those foundations in place.
That's pretty much it. There's not, I don't have a ton of, other stuff that I need to subscribe to these days. Nice
Michael: man. Okay. Out of, there's a couple right out there. Cloud-based, all-in-one platforms, right? Practice management softwares. Why'd you pick oryx?
Jordan: The original attraction for Orx was really the coy based stuff.
So I'm a mentor at the Coy Center you know, I was always looking for some piece of software that would let me do the types of exams and dentistry that I was taught at center. this was exactly that. And the ORs of two years ago is not the ORs of today like it is.
Is morphing and changing rapidly. It's one of the, the beauties about it, we all complain about our practice management somewhere on, on some level, but, I don't know another practice management company that has a Facebook group that I can go on and request a feature and the C is on there responding to it.
I, that's a very unique environment. And they listen and they do these things for us and add these features that we ask for. And EZ great. Ozzie's great. It's been a really wonderful way for us to be able to provide the dentistry that we've always wanted to do. Yeah. That's
Michael: really good, man.
Mm-hmm. when it comes to Oryx, how much did you, what can I ask? How much do you pay?
Jordan: It's four 50 a month. Us. For orx. the nice thing about ORX is they do offer a way to do just the clinical side. Like if you have existing software that you're using for your administrative side, you can continue to use that while using the ORs clinical side.
you know, we were a startup, so we went all in, we had the opportunity and the time to learn it. But it's super intuitive. Like it's easy. I find that. They're, they have their little hiccups here and there, like any piece of software might. But it's hasn't been anything that my office manager hasn't been able to figure out and implement.
Yeah. So, yeah, it's been a great, it's a great investment.
Michael: Yeah. Cause I was gonna ask, is it easy to train people on and stuff like that? Is it onboarding or is it more like, oh my God, it's taken us like three months to get
Jordan: this going? I think if you were converting, I think there's definitely some more headaches there, but I think there's gonna be headaches with any conversion.
If you're starting fresh. It was pretty easy for us. We started from scratch. We did, they have a bunch of YouTube videos on how to, like, we never brought anyone in. It was the middle of Covid. When we opened. So we didn't bring a trainer in, we just did their, YouTube videos didn't cost us anything.
And once we were through with that and we started implementing it, we were comfortable within it within the first month. It wasn't a huge issue for us to get hit the ground running with that thing. Gotcha.
Michael: Okay. And so you utilize all of it then? All the features and everything? Yes. Oh, okay.
Cool. What's
Jordan: one of your favorite features from it? Oh one. I have different favorites for different reasons. Probably one of The things that we've come to be a little bit known for is what's called our risk assessments. So Orx generates a document like 15 pages long. That's basically all of the summary findings from their new patient exam with pictures and, all these little kind of easy to understand paragraph templates of the things that are going on with their teeth.
And we print this off for people. It has this really informative pie diagram that shows where their risks are. And we give that to people in a little branded folio when they leave. It's kind of like their, it's not the report card. We call it the report card, but Yeah. It, it gives them something to, that's tangible to walk out with.
So that's probably on the clinic side. That's one of my favorites. The review request stuff that they've added has been amazing. That's been really helpful. Texting patients, I just text people all the time. I used to pick up the phone and call people a lot and now I just text them cause yeah, they prefer that anyway.
Yeah, so there's that the, it's a good looking piece of software. It looks fresh, it doesn't look clunky or, kind of Windows 95 esque Type approach. Easy to navigate. Treatment planning's really, really straightforward. I list goes on, like there's Not a ton about it that I dislike.
And even the things that I have disliked in the past they've addressed and they've brought into the mix. Nice man.
Michael: Awesome. All righty. So sliding back into the strategies for marketing, could you elaborate on any unique, maybe ground marketing or regular marketing strategies that have been successful to your practice?
Jordan: Yeah, I think so. It's kind of in the beginning, the ground marketing was huge. We basically were plunked into this area that was just starting to come up at the time, you know, there was not a lot there. The building that I'm in was a parking lot for the, the fruit packing plant that's in behind us for two decades before they started building stuff here, but it just blew up when they started.
So in those early days, I just went around, I used your scripts. They were great. I went around to the businesses in the area and I dropped off some stuff, and, talked with the people there that were the decision makers and said, Hey, like, we're gonna be opening our doors just down the road.
Like here's a signup sheet we're, we're gonna be taking some names and some information of anyone that might be interested in joining our clinic. And I would collect all that. And I think we had two or 300 names before we even opened our doors. You know, we were making phone calls. Two weeks before our doors open and we had pretty much a full schedule. It was just, there was just three of us. I wasn't seeing many people a day. But yeah, that, that was a huge weight off the shoulders in those early days. It was just being able to capitalize on, I have names, I have people that are interested.
I'm not gonna be sitting here twiddling my thumbs, hoping that somebody shows up. And that was great. As we've moved down into becoming a bit more established, it's, I've obviously needed to do less of that. Although I'm kind of thinking that I might do it again.
I might do some, get more involved in the community in a sense to do, do some events, do some we just did. An Invisalign day, we had a we blocked off a whole day. We sent out email blasts to our patients. We did this thing where all we did all day was scan people for Invisalign, and we offered a bit of a promo to do it.
And, we had like 30 Invisalign starts. Wow. Man, on that day, like, it was huge. Like, so, it still works even in established practices doing boots on the ground type approach. Really pays its dividends. Yeah.
Michael: that's good. That's really good. I appreciate that man.
Thank you for utilizing the, I could tell you did cuz you're like, signup sheet and I was like, oh yeah, he did. He did. But that's good man. So the Invisalign day, the promo, what was the
Jordan: promo you guys were offering? We knocked a thousand bucks off, so I Invisalign in our office, we just have a flat fee for it.
And we just do, it's all in, it's, all your treatment plus retainers. For a flat fee. And so we, we had a our, the way that our fee works is it's a bit on the higher end, so it allowed me to build in this really attractive looking thousand dollars off promo. And that's really all it took.
Like we, we did that and people just, came, we just started, we emailed our existing patient base and they. They all filled up a bunch of slots and then they asked if their friend could come do it too. And I said, yeah, okay. Why not? Right? So, and we were doing Invisalign starts on teenagers. We did two 70 year olds.
Like it was just, yeah. Like, it was all, all over the place. Like it was not what I expected at all. But, that's just what the, what this group of people needed to pull the trigger was just, Even just this kind of inkling that they're getting a bit of a deal.
Michael: Yeah. Interesting. Could I ask what the fee is?
Jordan: 6,500.
Michael: Okay. No, it's not a bad No. Compared to, yeah. Okay.
Jordan: Our main thing too, the reason that we did it initially was that my associate was new to it. And, you know, we, I do some, I don't do a ton, but we just wanted to do some more cases.
You know, He said, let's do some cases. And so we did this and it. Just blew up, it was worked out really well.
Michael: Nice. Yeah. Okay. And then, have you ever faced a situation where the promised results were not achieved with the expected timeframe? With any marketing company?
Jordan: Not with a marketing company.
I, so everything that I've ever heard and heard people say was how expensive but impactful. Mail marketing campaigns can be. And so I did one, I spent about eight grand on it. And you know, I did everything that, that I was, that I thought I was supposed to, I had a special landing page for the. That was on the uh, the card that went out. So if people went to the website that was on the card, it tracked them and was able to see, who was coming from various sources and, yeah, I mean, as far as dollars per new patient or it didn't do anywhere near as well as just the dollars we put into Google.
Michael: Okay. You did it on your eddm or what's that? You paid
Jordan: a company like was it? No. Yeah, so yeah, like I did the design. With my marketing company, we just did, like, it was really nice. It was a big like six by nine postcard thing. And then Canada Post just does they have a service that, that does the printing and the um, and the delivery of those packages.
Michael: Okay. Okay. Yeah. Yeah. That happens sometimes. Like you mm-hmm. Could or miss. Right. So then as a practice owner, what advice would you give to our listeners regarding effective marketing and ROI tracking?
Jordan: Yeah, I guess it depends on how comfortable you are diving into some of that stuff. Are anything digital is gonna be easier to track ROI on?
It's really hard to make tangible distinctions about how your dollars are being spent when it's just, when it's a physical object that's going out into the ether. one of the biggest things that I think for as far as ROI goes is capitalizing on what your demographics are.
So knowing what your demographics are, knowing how many pieces of property, businesses, and households exist within a three mile or five kilometer radius of your practice. Because realistically, what you're gonna get is you're gonna get the people that are close to you from where they live.
The number of people that come from work to the office is way, way lower than the number of people that come from their homes. And, tracking that stuff, if you have a good solid marketing company, they can do that. They can create landing pages for you. They can, you can create different phone numbers that lets you track people that call numbers on various pieces of marketing.
You can always do split tests to see how certain pieces of marketing play against each other. in the US you guys have a lot more leniency in some of your advertising than we do up here, at least in British Columbia. Like, we can't really offer, promotions to people in a, in an open way.
Mm-hmm. I can advertise to my patient base, but I can't send. Postcard out that offers people a discounted exam and x-rays or cleaning that would just be a a no-no. But focusing on the patients that are gonna be in your practice for the longest, so, One piece of, one piece of marketing that I never thought would be as successful as it has been has been YouTube. YouTube impressions are cheap, super cheap. And the number of patients that I have come in, because they've seen my office video that we made Come up as a sponsored ad on whatever YouTube video they're watching. Like if you told me that a year ago, I'd say you're, you're silly.
That's ridiculous. But it's been hundreds and hundreds. Like, it's very strange.
Michael: They come in and they're like,
Jordan: I saw you on YouTube. Kind of. Yeah. Yeah. I saw your ad on YouTube, man.
Michael: Break that down for me. How do you do that? So you, go on a YouTube, you decide, is it just like, Facebook ads or
Jordan: Google Ads, or how does that, honestly, I dunno if you've ever been on YouTube and watch, you're watching a YouTube video and That creator has, an ad all of a sudden comes up in the middle of your, your video. Mm-hmm. It'll just be my ad and, you know, the backend,
Michael: the backend. Like, oh, how much do you pay? And
Jordan: Oh, create it. I wanna, oh, I don't want quote me on it, but it's. Like less than a scent per impression or something like that.
It's, It's really cheap. It's bundled up with Google cuz they own YouTube. But yeah, in incredibly inexpensive.
Michael: Wow. Okay. And then so you just have the same video or you create a video specifically
Jordan: for YouTube? Yeah, no, so we, we created a video, six months after we opened with this, my marketing company.
I spent, Five grand on it. It's really professionally done. It's on our website. I leverage it all the time. Instagram, I like, I posted on Instagram I do these things many times over the last two years. But it's just that video. That's the one that's up on Instagram. So they get the intro into the office and they see, the area and it's me talking about the services we offer and things we do.
And it's just set up in a way to be really attractive. And it works. And
Michael: you set it up in like a radius of. Only around your, that's what you do like in YouTube, right? Around your town?
Jordan: Yeah. Or your community or, yeah, like we our area's pretty dense, the focus of who I bring into the practices is anybody within six kilometers.
So six kilometer radius has about, 15,000 people in it, and me and one other dentist. So that's kind of the area. And then anything outside of that, people will come. It's just I've found that as we've matured, our radius is expanding the people that we start attracting. Like, so now we bring people in from several hours away.
They've moved away and they still want to come and see us or they've heard about us, so they'll drive in to do to see us here just because there's no option in their town. But, I think as you, as your practice grows and you start bringing in more people and have a bit more clout you can expand that radius and start advertising a little bit more broadly.
But, it really just comes down to trying to make yourself look different than the person next door. And that's not always easy to do. You have You have to have something that people are attracted to, to be able to do that. Yeah, I think
Michael: that's pretty really, man. Especially like u utilizing YouTube.
Cause I feel like nobody's really,
Jordan: Oh yeah. Like, it never crossed my mind in the early days of this, it's not, I'm not someone that, that peruses YouTube baton. But apparently it's by far the most hours spent than any other platform. Yeah. Yeah, that's true.
Yeah.
Michael: Interesting. Okay. Something to think about. Awesome, Jordan, I appreciate your time. If anyone has further questions or concerns, where can they find you?
Jordan: You can give me, gimme a call at the office. look up the website, send me a message. And happy to answer any questions
Michael: I can.
Awesome. So guys, that's gonna be in the show notes below. And Jordan, thank you for being with us. It's a pleasure. I'll away from you soon. Appreciate it.
(If you DO want to work with Golden Proportions, they are actually giving all our listeners 2 EXCLUSIVE DEALS)
Reach out to Golden Proportions here: https://go.goldenproportions.com/dental-marketer-deal
Welcome this week's MMM! It today's episode, Xana Winans is spilling the beans on what it takes to build an effective website or find the right person to do it for you. She will be sharing five of her favorite nuggets of wisdom that can make all the difference. From maintaining a secure and unique domain, to keeping your content fresh and engaging, we've got you covered. Xana also dives into the hot topic of ADA compliance, working with freelancers, and making sure your patients have a pleasant experience on your website. If you're planning on building your website, or hiring someone to, stop right now, and listen in to these 5 essential tips first!
Catch my latest conversation with Xana for your website must-have checklist today!
You can reach out to Xana Winans here:
Website: https://www.goldenproportions.com/
Other Mentions and Links:
ProSites
Sesame Communications
Wordpress
Wix
Whois
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Xana, so talk to us about websites. How can we utilize this, or what advice, suggestions, or methods can you give us that will help actually attract new patients through
Xana: our website? So websites, boy, one of my favorite topics to talk about Michael, um, because we get lots of calls from clients all the time, or prospective clients who are saying, okay, my website's really outdated, or I don't feel like I'm getting patients from my website.
I feel like I need a new one. And I think a lot of times doctors kind of go into the process of buying a new website from somebody or trying to build their own, but they don't actually know. What's the right way to do it? So while there are a million different things people need to know before they build a site, I thought maybe like, let me share some of what I would consider to be like the top five things you must know.
Mm-hmm. Before you build a website, whether you build it on your own, you're paying somebody else to build it. So first thing is the website domain. I am the biggest preacher about doctors need to own their own assets. So whether you're building it or you're paying somebody else to build it, doctors, you should own the domain.
You should own the login, the password. You should know exactly where it's stored. I can't tell you how many times I've had to hunt it down for people. Don't let another company, especially if you're working with a freelancer, like if you're trying to build it yourself, Register the domain for you because you could lose access to it.
I, I've seen some relationships go bad with other freelancers, and then somebody is holding essentially the keys to your marketing. They're holding it hostage. They can take the domain down if they want to, so gotta know where it lives. Gotta have complete ownership of it. If you have no idea what the status of your website is, there's actually a great site you guys can go to called Who is.com.
I don't know if you're familiar with that. Not really. Um, and you can type in any website address and it will tell you, um, if it's privately registered, you won't be able to see that much, but for most people, you'll be able to see who owns it, when it was originally registered, when it's due for renewal, if there's any other contacts on it.
Like, we'll be a technical contact on domains, just to make sure, like if things come up for renewal, that we know they're good to go. so yeah, that's a really, really big one in my mind because without a really good domain, your, your website doesn't exist. Mm-hmm. So there's one. the other thing that I think is really important to know before you build a site, whether you're building it on your own or you're paying somebody else to build it, is understand what platform the website is built on.
So I'll give you a great example. I have a client right now who, um, has a, a nice website, pretty well optimized, being built or has been built recently built by, A whole nother company in the dental marketing industry. I have no problem with what that person did in building the site. The problem is it is a proprietary backend, meaning that that website can never leave That company's.
grasp. So if you, as a doctor wanted to take your website and move it to a different host or have somebody else do your seo, you're stuck. You have to build a brand new website from scratch. So you need to know that you are building your website on something that you can take with you. Because otherwise, you know, you could be a year into a relationship, wanna move on, and you're kind of stuck and you gotta do it all over again.
And you know what goes into building a website, you, you sure don't wanna have to do that every single year. Yeah. Would
Michael: that also include like, oh man, now I also have completely change a whole different like U R L domain name and everything, or.
Xana: No, you can typical, well, if you have access to your own domain name and you're the owner of it, then you can, um, redirect to a new website when you've built it.
But you can't take the website from the company who built it. If it's a proprietary, software. Like, I'll give you an example. I think, um, ProSites does this, and that wasn't the company I was talking about. I believe Sesame does this. there's a couple of kind of the template companies and, and so you're kind of stuck.
So personally, we build on WordPress. It's universally considered like the most popular platform to build on. It's got the most flexibility. But if you're building on Wix, that's fine. Just know that you're always gonna have to host your website on Wix for the rest of your life. Yeah. Otherwise you gotta build a new one.
Michael: Gotcha, gotcha. And if Wix goes outta business, then like, okay, there goes your whole thing right. At the same time.
Xana: Gotcha. Well hopefully they're not going out of business. Yeah. Yeah.
Michael: Okay. Awesome. So number
Xana: three. Number three is security and ADA accessibility. Uh, your website being secure on a secure hosting platform is critical.
there are a lot of hackers out there who would love to get into your website. Uh, magically make it redirect to a very questionable website that might be selling drugs in another country, or even worse. And they will hold your website hostage. So you have to have your website hosted with an incredibly secure host and use an S L or security http version so that nobody can hack your site.
It's also a really good signal for Google in terms of SEO that it's a secure site. and kind of right along with that is making sure that the site is ADA accessible. So have you heard all those stories that have been going around the past couple? Mm-hmm. About. Legal firms that are claiming your website is an American with Disabilities Act accessible.
Yeah, Uhhuh, there's actually only like four, I believe four firms in the entire country that do this. They're responsible for all the lawsuits and it is not coming from an actual disabled person who can't use your website. So these. Very shady law firms are finding every website that is not built to ada, uh, specific, code.
And they're basically sending threatening letters saying, we're gonna sue you. And they are hitting the doctors up for a couple thousand dollars to basically make the lawsuit go away. Wow. Okay. Isn't that awful? That's pretty bad. Yeah. Yeah, so there's just, you gotta know if you're building it on your own, there's some options you can use.
Like accessibility is an option. It's basically a plugin that helps make sure it's, um, ADA accessible. There's a couple other versions, but that's a big one. You gotta know, or guaranteed those law firms are coming after every single dental website in time. So
Michael: how can you, right now, if we were, we're like, okay, is it ADA compliant?
I don't know. How do we tell.
Xana: so if you don't know, I would go to your website host and ask them if it is ADA accessible. I know there are testing platforms out there. I don't happen to know one off the top of my head. I can send it to you. but most people's websites are not truly ADA accessible, so ADA accessible basically means.
people need to be able to read it with a, a reader if they are visually impaired, that your images are named the right thing. That, uh, there's just all these criteria that go into it. So I'd say talk to your website company who built it, and, um, make sure that you are compliant as best as humanly possible.
It's not so much just for your actual patients, but to protect you from these crazy
Michael: lawsuits. Gotcha. Okay. Okay. So make sure you have security and ADA compliance, right? Yeah. That's number,
Xana: those three. That's number three. Uh, Fourth big thing everybody has got to know is once you build your website, I have seen plenty of doctors and freelancers build sites using WordPress templates.
There's themes out there. I think there's even one called like theme forest. You can go in and there's. Thousands of website designs, which makes it really easy to build a website. But a lot of these websites use plugins so that the plugin might make it a d a accessible, or it might make it so that your videos, play properly or that your images work on a slider.
The thing is, all these plugins go through updates, so. And they don't do them automatically most of the time. So somebody, either you or your web company needs to be staying on top of those updates because all of a sudden you'll have like a broken section in your website that just isn't working anymore.
So if you're building it on your own, know that you gotta be maintaining your plugins. And it's not just WordPress plugins are pretty much on all websites. Yeah. Okay.
Michael: So be on top of the plugins.
Xana: Out of the plugins. Okay. And then the last thing I think everybody needs to know before they build a new website is, who the heck is writing this thing?
if you're doing a template, there's a lot of prefab content, which is great, it kind of gets you started. But Google is not a fan of duplicate content, so your page on fillings is gonna be the exact same as everybody else's page on fillings who uses the same template company. So unless you really like writing, you are gonna want to pay somebody else to write the website.
So make sure you know upfront is the expectation that it's your job, the doctor to write a 25 or 30 page website, which holy cow is a lot. Or is it part of the contract with the company that you're paying for? And, um, and making sure that they get your voice and your personality in your, you know, in your brand that comes through in that content and that it's written for s e o.
So that's just a few of the things I think that people need to know before they go building a new website. Yeah.
Michael: On the number five, What do you, what have you seen work better? Because I've seen people talk about, like, as in they're mentioning like, I love my community and I love this, but then I also see people say like, oh, Dr.
Like Dr. Zana loves her community. She loves like a third person. Mm-hmm. What is, uh, what have you seen, like has been received better?
Xana: unless the doctor is personally writing the site, I wouldn't go first person. I, it feels super informal, which is great from a reader perspective. but that personality has to come through in the practice when they walk in the front door.
and there's also kind of this mix between writing for the search engines, using the right keyword phrases, using them with the right amount of density on a given page. and, and if unless you're trained in writing for seo, you might spend a lot of time writing the website and just not have it be valuable in terms of bringing new patients in the door, cuz you just don't know Google's rules for where they want the keywords to appear.
But I will tell you, I, there's a, a doctor that I know from years ago, um, and, and I don't have his name off the top of my head. He actually has a practice in, Australia. And he wrote his website, first person, and he's got this great dry sense of humor and you see it coming through in the website and it's just a joy to read because it's fun.
And that's a gift. Not a lot of people are able to share that type of personality through their site. Um, when you can, if you're, if you're someone who's got that, I absolutely encourage it cuz people are just gonna gravitate to that. They get to see you and your brand. Gotcha.
Michael: Okay. And then on number three, with the plugins, how often do you see like plugins, ODed, go out and need updating?
Xana: On a regular basis?
Michael: Like? Like weekly or, or daily
Xana: even, or? No, no, not daily. I generally say like it's a good idea once a month. Mm-hmm. Minimum once a quarter that you're logging into the backend of your website, and it'll typically give you a notification if there's a plugin that's out of date. And then you have to agree whether or not you wanna approve that plugin.
And it comes kind of up to date. But then you still need to check the site and make sure that it didn't do anything wonky. Cause you don't wanna spend, you know, three months with your, your homepage video not being able to play because some plugin was broken. Mm-hmm. Mm-hmm. So good idea to check on it once a month ideally.
Michael: So are these the things like that. Consider, like we need to continue to optimize or like, you know what I mean, be on top of your website.
Xana: Um, this isn't even so much about the SEO and you know, your ability to be found. It's, this is about having a good experience as the consumer. So kind of that end user experience.
What are they seeing on your end? But also you as the doctor, the owner of the website. This is a really important asset, your brand and your message. You gotta make sure that you feel like it is a good reflection of you and that you, you understand what you're buying. Because the website is not just pretty pictures, it's about educating your patients and motivating them towards taking action.
Gotcha.
Michael: Okay. Is there anything we can say to, I guess, like a agency to be like, is this a proprietary. Uh, you know what I mean? Or is it, or is there like a specific, is that the phrase right there? Proprietary? Like is this a proprietary website or is this a template website or?
Xana: Um, so what I would say is, um, one of the questions you need to ask is if I decide that we no longer work together, once my website is built, do I own this website?
Can I move it to any host that I want to? Um, and they'll, they might give you a little bit of a run around. So you can also add in, you know, is this a proprietary content management system? So content management system, c m s is the, the backend where you log in and you could edit a bio or, you know, edit some content about a service.
Uh, that's a really, really important one. Now if you like your template and it's dirt cheap and you know you don't mind keeping it there for a couple of years, that's fine. It's totally okay. You should just be making an educated decision before you commit.
Michael: Ah, okay. Awesome, Xana, I appreciate your time and if anyone has further questions, you can definitely find her on the Dental Marketer Society Facebook group, or where can they reach out to you
Xana: directly?
Uh, best thing is just to go to our website, which is golden proportions.com, um, and you can click on the chat button. It's pretty much monitored, um, all throughout the business day, but shockingly, I take a lot of chats on the weekends too. Um, and you can also just give us a call directly, the numbers on the website.
We would love to chat with you.
Michael: Awesome guys. So all her contact info's gonna be in the show notes below. And Xana, thank you for being with me on this Monday morning marketing episode. My
Xana: pleasure. Thanks Michael.
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental LabTo check out Dandy's FREE KPI E-Book click here: https://www.meetdandy.com/learning-center/ebooks/dental-industry-kpis/For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: https://www.meetdandy.com/affiliate/tdm !
Guest: Paul EtchisonBusiness Name: Dental Practice HeroesCheck out Paul's Media:Website: https://dentalpracticeheroes.com/
Dental Practice Heroes Podcast: https://podcasts.apple.com/us/podcast/the-dental-practice-heroes-podcast/id1315253777
Dental Practice Hero: From Ordinary Practice to Extraordinary Experience: https://www.amazon.com/Dental-Practice-Hero-Extraordinary-Experience/dp/099978630X/ref=tmm_pap_swatch_0?_encoding=UTF8&qid=1680206813&sr=1-1
Dental Practice Hero II: How a 3 Day Work Week Can Give You the Life You Want: https://www.amazon.com/Dental-Practice-Hero-II-Sequel/dp/1736658972/ref=tmm_pap_swatch_0?_encoding=UTF8&qid=1680206741&sr=1-2
Dental Business Mentor: www.dentalbusinessmentor.com
Other Mentions and Links:Dr. Etchison on Episode 300!
Dr. Etchison on MMM [INTERNAL MARKETING] SMALL DETAILS THAT MAKE A BIG DIFFERENCE IN TEAM COMMUNICATION!
Delta Dental
Keurig
MB2
Goldman Sachs
Die With Zero - Bill Perkins
Invisalign
The Top 5 Regrets of the Dying - Bronnie Ware
The Four - Scott Galloway
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Try giving your team the autonomy to own tasks and you may be surprised at what they're capable of!
- Never be afraid of you or your team messing up. This is an important part of the process of growing!
- Seniority is NOT always the best indicator of competency in a role.
- The meaning behind the task is far more important that what you're doing to complete it.
- Don't criticize team members for dropping the ball. Work together to find a better way to do things!
- Try to not be afraid of "doing nothing," as this is essential for recharging your creativity.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: All right. It's time to talk with our featured guests returning guests, Paul Etchison. How's it going, man?
Paul: Good. It's going good. Thanks for having me back. I really appreciate it.
Michael: No, man. I appreciate it. You've been on the Monday Morning marketing episode, and we're gonna put a link to that in the show notes, but you were also on episode 300 Nelson Ridge Family Dental.
Mm-hmm. You just sold
right?
Paul: Not that long ago. I, well, I sold, yeah, I, I sold to, uh, A D S O about two and a half years ago. So I'm still doing it. I'm still there. I'm still part of it, but my, my part of it is a little bit different now, I guess, than it was in the past, but it's, it's good. I'm, I'm excited for the future and, and I'm coming up on the end of my contract with them, but, um, no intentions on leaving, so I'll be there for long term, which my team is happy to hear.
Can we
Michael: talk about like, the of that? Like why, how much did you sell for and stuff like that, or no?
Paul: Um, no, probably not. Okay. Okay. Then why did you sell? Why did I sell? Um, you know, for me it was coming outta covid. I just like, it was so good. Just not have the practice. I mean, and some people like missed going to work.
I didn't miss it at all. I, I mean, I thought I was like really like laid back and I felt like my leads were running a lot of stuff. And then when we shut down for 11 weeks and the practice went away and all the stress went away, it was just like, I just, this weight lifted. And then I, I said when we come back, I'm doing things differently.
I, I'm not letting this, I mean, it, it was just like this, realize how much it was in my life, how much it was like taking over like my psyche and just like always occupying my mind. And, and then we came back from Covid and, and we had all these massive other things to deal with, like regulations and, and we're still worried about the virus and stuff.
But once things got back to business as usual, I said, Hey man, I'm doing something different. Started exploring the idea of. Man, do I, could I get, what kind of like money could I get for this practice? What does it make sure sense like financially long term to do this and then come, really come to grips with the fact that.
Coming to Grip with that. It wasn't so final. Like if I loved being a dental practice owner and I sold it and it was horrible and I hated the corporation and I just wanted my baby back and I just wanted to own my practice again, I could go and I can open another one. You know? So like that was like coming four C full circle, saying like, this is not as final as I think.
It's just, it's a new chapter in my life. It's a new part. It was like I did it right when I was 39. Right now I'm 41. And, um, I, I'm not sure what the next 10 years are gonna be about, but what's cool is that I feel like I'm finally doing stuff because I want to do it. And, and I know, like me saying that I wanna stay at the practice, I know I wanna stay there, whereas I.
Three years ago. It's cuz I have to, I mean, I own so much of it. Um, I own just a small percent. I, I could tell I own 15% at this time. Um, I just don't know cuz I know they're always like doing new contracts. They don't like us sharing like, the details of what we sold and what we sold. But, but right now I own 15% at this point.
And, um, it's something that I still enjoy doing. And some people would say we, 15%, is it really worth it for you to even show up? I can tell you that I, I had tried to take three, four weeks off because of a hernia surgery, and then I got covid and, and then I had a vacation mixed in there too. right before I got covid and having a whole month off of work.
I mean, it's great to get caught up on Netflix. It's great to read a lot of books. At a certain point I was like, dude, this is like test out retirement and I don't like it. I want to go back to work. So this brings this whole different attitude when I'm at the practice. No. Now do I wanna be there five days a week, four days a week?
No. I don't even wanna be there that I'm, like, I'm there like two, five and a half hour days a week. That's it. But that's, that's a comfortable level for me just to kind of stay involved, stay in it, uh, talk with my leads, run the practice. Um, see some patients and that's, that's, that's a good level for me. I don't want any more than that, but, a lot easier to step back once you've sold a lot of equity because it's just not as much risk.
But way I'm living now. I could have lived it as a hundred percent owner than, you know, I didn't need to sell to do it. I just had to sell to realize it.
Michael: what I was gonna ask you. Do you think it's possible for someone to be like, I only wanna do like two clinical days, three clinical days, and.
Do whatever I want after other days. Right. Be with family and all that stuff. I mean, that's what I think a lot of people jump into ownership for not to be like, I wanna work forever and do all this. Yeah. It's more like I wanna have an imprint on the community, but at the same time I wanna work less, call my own hours.
And it really doesn't always work out that way though.
Paul: Well, I, I think you can and you, you need to have leaders at the practice that are running things for you. And I had a leadership team. Long before I sold, like I would say I had 'em like two and a half, three years before I established like an hygiene lead, an assistant lead.
I had my office manager, an insurance lead, and essentially, like I said, man, before Covid I'd be like, they do everything. But then one co once Covid happened, I was like, dude, I still do a lot. So after I sold and there wasn't as much incentive to really push production and, grow the practice and even though we're still growing like crazy, then I stepped back and I said, Hey, You guys know how I wanna do things?
Can you guys, like, just like when there's interpersonal stuff, can you deal with it with a new department and just come get me if you really, really need me. If, if something happens with the patient, can you guys just take care of it like I would And they're just like, I could totally do this. And then they did.
And it was, it was just weird because I went through like this like three month period of. Wow, everything's running so great at the practice. Nobody's complaining. Nobody's saying like, is upset about anything. And then I, I asked my, my assistant lead who's actually, I put her, I turned under my clinical lead now cuz she's kind of like the manager for everyone on the clinical side.
She's like, dude, like, man, it just feels so good. Like there's nothing going on. She's like, dude, there's tons of stuff going on. She's like, do you wanna know about 'em? She's like, you said you didn't wanna know. And I said, gosh, if you think I need to know about 'em, she's like, I don't think you do. They're under control.
And it was just like this liberating feeling of why. Wow. Like the practice is always gonna have issues. Somebody always has to deal with them, but all of a sudden it didn't have to be me. And I just kinda stepped back and I just trusted them. And I, like I said, I could have did that at a hundred percent owner.
It's a lot easier to do when you own 15% because the risk isn't there if the practice crash isn't burns, you know, um, doesn't hurt me that bad, but at the same time, like if I did it as a hundred percent owner and it really caused a lot of issues. Like, I would've found out about it. I would've pivoted, I would've addressed it.
It was just, I just think I was too scared to relinquish that control of something that was a hundred percent mine. I was just, I couldn't let go and get out of the way. But once I did, man, that was the game changer. It was just getting out of the way and trusting my people who have been with me for a long time, who I trust, who, who have seen how I lead.
And hopefully some of that has rubbed off on them and they do the right thing and. Dude, it's never run so well. I, I, I'm just I'm blown away by how well, uh, of a job they're doing. They're just doing so well. Hmm.
Michael: I like that. When, when you said, Hey, man, only come and get me when you really needed me.
What is that? Like? What, how do they know what is really needed? Right. Kind of thing. Yeah. Cause it's like you can be, I don't wanna bother Paul with that. I don't wanna bother Paul with that, but in your mind you're like, dang, I want to. That's embezzlement. I'm wanting to know that.
Paul: Right. I think that would be, that would be one. Um, I'm trying to think of some recent situation. Like, okay, I'll give you an instance that was pretty recent is we had an assistant that was, uh, just a great person, great with the patients, uh, super cool to be around, but when they ran behind out on schedules, she would kind of lose it and just, just overwhelm and just certain behavioral things would come out in her that were just not appropriate.
Um, just anger, you know, anger and frustration. Just couldn't hide it. And, um, my assistant lead, my, my clinical lead sat down with her and she had a conversation about it. Things got better for a little bit. She sat down and had another conversation about her, about it. What, like two, three weeks later when start, things started reverting back, and then she actually like wrote, documented this meeting like, this is what needs to change.
This is your understanding that if this doesn't change, then it's, this might be a termination thing. And then when it got to me, it was like, Hey, I'm doing everything I can. this girl is just making my life just, every, I hear her name every two days I hear something about her that she did.
Mm-hmm. She's like, I think we really need to start considering talking or letting her go. So then at that point, I had a conversation with her and things got better, like they usually do for about two, three weeks. And then, um, I had another conversation with her and it was, it was, it was hard because, She knew I was having her conversation with her, and she's like, Hey, I know what you're talking about. I know I need to change the stuff. I'm gonna get better. Like, da da, da. She's like, you know what, this person, this, this and this need to change. And I just had to cut her off. I'm like, Hey, I'm so sorry.
Today's your last day. We just can't do it anymore. so that was, that was my involvement. I had to let her go. But I mean, other than that, it's like big stuff. Like right now we're dropping Delta. We just, we just sent her a letter to Delta to get out of that network. coming up with some kind of ideas with the front desk.
Why is the front desk, why are people upset with who's doing what? How can we balance duties out? So it's all this interpersonal stuff. Like, like I walked up to the desk and, and somebody was rude to me and they responded rude. I don't deal with that no more. You know that they, they can handle that. They handled the scheduling, they handle the offs when people are taken off the duplication days.
everything. They're the ones having the one-on-ones, they're the ones giving the raises. Um, I mean, with my permission obviously, and yeah, I'm just, it's just, I, it's high level stuff. Like my high level right now where I'm at, where there's no noise and I'm just saying, Hey, we're working on getting out a network.
That's what we're doing. We're getting on networks. We're at capacity. We need to get our networks. What are we doing? How are we gonna organize the front desk to ride this experience? How are we gonna train these people on the verbiages that they have to use to be an auto network dentist? How are we gonna talk to patients about this?
Let's organize what we're gonna put on a mailer. So I'm just doing like, stuff like that, but it is just so nice to get outta that noise of the interpersonal stuff, man. Cuz we got 43 employees and always something, and I just, sometimes I'm like, why can't people just be cool?
Just be cool. Please. Just why can't you just be cool? And they're, it's just, it's not possible. You know, like there's always something going on. People are, um, everyone's got their emotional stuff and their own psychology, and people have expectations that don't get met by other people, and they're disappointed and, and people can be mean, you know?
Yeah, no. So, so sometimes you gotta get involved in that. But, um, yeah, for the most part, I'm not part of that. I'm, I'm doing the high level stuff, which is, it's so much fun, man. I love it. So it's, it's, it's part of the practice that I really do enjoy. Do
Michael: you ever review it like when it comes to your, your leads, like hey, we have a monthly review or a monthly, I don't know, meeting or whatever with just the leads and we're like, okay.
And then that's when you can kind of say like, Hey, that was a red, or do you give them red flags? Like, this is when, when things should be brought up to me. Right. Anything below that? No. Kind
Paul: of things like that. You know, I never had to really do that cuz I think they, there was a part of me that was really like kinda like, just take care of it.
I don't wanna know about it. And there was a part of me that was this kinda like miserable boss where. They were almost scared to bring me stuff. So I think when it got to the point where I was like, Hey, just take care of it, they had a pretty good idea of what I didn't want to deal with and I don't, I don't know, ma, maybe I trained the people good.
Maybe they're just wonderful people. It's really hard to say. I mean, they're definitely wonderful people, but, um, I haven't had to set too many expectations with, or what I want them to do. I mean, I told 'em what I want to do, but it's just been like little things here and there like. Correction. Like, Hey, I want you to take care of this.
You know, I want you to, I, I, this is what I want to happen. I don't care how you do it. Just what do you think? Can you run with it? They're like, yeah, I'll run with it. And, and even like the people that aren't my leads, like my one, one of my assistants was like, I think we should get the coffee bar back.
Cause we took it away during Covid. I'm like, yeah, okay, yeah, I'll get a Keurig, I'll find some like cabinet or something like this. And then it's like three weeks later she's like, Hey, where's the coffee bar? I'm like, dude, you know me. I, it's on my to-do list. I'm never gonna get to it. Do you wanna run with it?
She's like, I'd love to. And then one day I just came in and there's a nice piece of furniture, fits the fridge right in it, it's all stocked. It's got the espresso machine. And I'm just like, dude, you killed it. This is awesome. Like, I would've never, I wouldn't have did this, I would've just stuck like a damn keigan, like a stool or something.
like that, you know? And like, we're good. There you go, girls. You know? So it's, um, but I think we really sell ourselves short and we don't realize how much our team wants to do if you give them the autonomy to do stuff. And, and I would just beg any listeners to try to say, Hey man, like what if I just.
What if I let somebody run with something and what, and what's the worst that can happen? You know, maybe you have an upset customer patient. it's not gonna crash your business. It would just, nothing that happens within one week, one month even that you do for 3, 4, 6 months is gonna crash your business.
I mean, to, to crash your business so that it burns completely. You'd have to really screw things up for a long time. You know, you'll have time to pivot and, and adjust and, and sometimes they. can't really think of any really main situations that's happened, but I mean, they're gonna have situations where they kinda screw up and that's cool too.
You know, I, I'm totally cool with that. I screwed things up. Um, I handle situations not as gracefully as I would in retrospect sometimes. A lot of times maybe. I think it's just part of that learning experience and growing into becoming a leader, but it's. Man, my leadership skills grew a whole lot when I stepped in a leadership position.
So if we want to build up the leadership people, like our, our leadership team and build them up, we gotta get outta the way and let them step in that position. And they gotta get some bumps and bruises too. Yeah,
Michael: no, yeah, you're right. I think it's kind of difficult, especially at the beginning stages when you're like fingers on the trigger on everything, right?
Like, it's like, this is my baby. Like I need to watch everything. And you only have like one or two. So can I ask you if, if like somebody who had like, I don't know, three, four employees right now At the beginning, right? Yeah. Starting up. and they're like, man, Paul, I want you to train me like you done it and I want you to help me find leaders.
Mm-hmm. So I can train them to be leaders just like you. Cuz I'm, I'm assuming like it's best to do that at the very beginning, right? Mm-hmm. Like, this is the set, this is who I wanna find. Who'd you
Paul: do that? Well, I, I would say if anyone's that small, I don't think you really need the leaders yet. I think you can like, kind of get outta the way for some people in your team.
I don't think it's established leaders yet. And the reason I say that is because all of my leads were never my longest employees. In, in that position. Like my assistant lead was not my longest assistant. my insurance lead was not the longest front desk person. Same thing with my front desk lead.
They weren't my longest standing seniority person. So what we did is we got to a point, and this is what I would recommend to people, I probably could have did it earlier than I did it, but we got to a point, maybe like 12, 15 people where started changing policies and how we were doing things, and it just kept coming up where someone's like, I didn't know we were doing it that way.
I do. We talked about at the meeting, oh, I didn't make the meeting. Or it was like, oh, I didn't hear that. I didn't realize, oh yeah, I forgot. You know, it's just like we started having all these communication breakdowns and then, and I was always big on I wanna meet one-on-one with every single team member and a certain point, man, it, that takes a long ass time.
Mm-hmm. We got like 15 people that's why we established the leadership teams. And what we did is we had everybody do like a, you know, anonymous ballot. So we said, you know, nominate your top three people for front desk lead for assistant lead. And we did like the ranked ballot system. So if like you were the first choice, you got three points.
If you were some second choice, you got two points just in case, like somebody was, not everybody's first choice, but they were most, most people's second choice, they would get picked over. And then I took 'em home and I counted 'em. And there was part of me that was like, if they don't pick the people, I pick, I'm just gonna lie about the results and say, this is who it was, because I wanted them to own it.
But they actually did. I mean, it was like, it was like unanimous and. The team knows who the leaders are. So I would say you gotta get a little bit, I mean, you can't make a lead lead assistant if you've got two assistants, cuz you got, then you got the lead and the not lead. You know, I would think you gotta get like three, four people in each department before you do it.
Now an office manager, I think that's a leadership position you could get right away. And that's somebody who you can trust and who can take care of the payroll stuff and could take care of stuff like knowing what people are making. yeah, that was something that I did pretty early and I would, I'd recommend doing that and.
You know, like my office manager role, what she does now is very different than what she did like eight years ago. and I just had somebody ask me recently, like, did you have a job description for office manager? I'm like, no. Like, it just like over time you just keep dumping things like, Hey man, like can you take care of this thing for me every month?
Yeah, I could do that. Cool. it just frees up you like, it frees it's a, it's delegation and, and you have to train 'em on it and, um, they'll do as much as you allow 'em to, you know, and I, I think you gotta give the. You gotta do the public blessing with the team. Like, Hey, this person was used to be your peer.
Now they're, now they're, you know, they're stepping into a new leadership role. You know, we're all friends here and they're not above you, but they are gonna take over a lot of stuff for me, and I want you to treat them as you would treat me the same respect. but yeah, man, it, it, it's, there's so many people that want their office manager and they, they hire, hey, hiring office manager.
And people say, Ooh, I got six years office manager experience. Dude, half these Office of Injuries don't know from shit. Like, they're like, I don't mean swear. nobody's put 'em in a position to really lead and just kind of run with things and, and be a self-starter.
just because you know everything about insurance and you can present treatment plans doesn't make you an office manager. So, I would urge anyone who wants to do this to, to really just say, Hey, this is what I want. This kind of, I want you to be this for the office. I want you to be able to handle disagreements between people.
When an upset patient calls, I want you to take care of it and just, just make it right without asking me for permission. Like, you don't need my permission. And just go with that. And as time goes, it will evolve that that role will evolve. But man, you're gonna get some really valuable people, people on your team, and they're gonna be valuable.
People that won't wanna lead because they love their jobs, they love that autonomy, they love the role they're in. Um, we just gotta, we gotta allow them to have it.
Michael: Okay. What policies did you start changing when you started, like miscommunication
Paul: and things like that? Oh, I don't remember what it was. It might have been, I, I think the big one was with ortho, is that we just, so we didn't forget to send the stuff out.
We started putting the models in a bin on my desk so that I could pull the models out, write up the diagnosis, and pull the stuff up so that I didn't forget that they didn't, it was like a backstop to say, Hey, like if the stuff doesn't go out, Here's, here's our, second parachute.
And I think, I think it was something like that. But I mean, just things like, just random stuff like this is our procedures cuz we've always been really big on procedures. I don't have to double check it that everybody has done their part. Mm-hmm. I want to create ways that they just get done.
And I can be assured that the previous part was done. Cuz there's so much in the dental office where we're so dependent on the previous step being done correctly. Like, I mean, dude, if the, if the insurance gets verified incorrectly, Then the treatment plan's incorrect, then the payment's incorrect. Then you, you gotta take an E o B and you gotta collect it and you now you gotta balance.
Now that's incorrect. Now the patient's pissed cuz you're incorrect. And it all this stuff just trickles down just because that insurance wasn't put incorrectly, you know? Mm-hmm. So, and there's so much like that in a dental office. So we've always been big on creating like things like that and trying to create these secondary, we call 'em backstops, just in case it falls through the cracks, we'll catch it.
And sometimes we don't, you know, but that's always a, a product of we dropped the ball. Okay guys, we dropped the ball. What happened? Talk to me about it. Let's not make anyone feel guilty. Let's not criticize each other. Let's just collaborate as a team and come up with a solution so that we can not do this again.
I have coaching clients that are always like, dude, like, I can't believe you have problems like this in your practice. Dude, my practice is just like, Everybody else's, it's never gonna be without problems. I don't care how tight your systems are, we are humans and humans make mistakes.
Mm-hmm. And we forget things and we have emotions and, and those emotions affect our decisions and our behaviors. And it's a complex world and yeah. There's always gonna be a drop in the ball in somewhere, you know? It just happens.
Michael: Yeah. How many days were you practicing before you
Paul: sold? So before I sold, I was at three days a week.
So I was doing three days a week. it should have been two days a week. And the one day was like my, like, Hey, let's lead, let's talk with my teams. let's train people day. But what was started happening was I was always getting booked on that day. The front desk would book me. Mm-hmm. Because they knew I was gonna be there.
Like, Hey, do you mind like just seeing this one patient, you're gonna be here. Right. I just take like 10 minutes. I mean, it, it is, I love, love when the team's like, dude, just, just come do this with me and just take like five minutes. I'm like, dude, got. 20 people that wanna do something with me for five minutes.
and you probably get it, you get people call, Hey, can I pick your brain for 10 minutes? It's never 10 minutes, you know, it's always like an hour. So it's like, so, um, I forgot what you, where was he going with this? What did you ask me? My, how many, how you practicing? You said three days?
Yeah. Yeah. Okay. And I had that one day that it was still like, they would just book me. So they put one patient in there and then they'd see us was seeing a patient, so they put another one. So eventually I just stopped coming in on Monday. I said, Hey, I'm done on Mondays. I'm not doing it. so then it was just two full days a week, which eventually we got to two half days a week.
And I think now I'm. More like one and a half days a week. I take off like two or three weeks every month. But I, I'm not really practicing that much. I mean, last year we, we would say a really highly productive dentist, like, man, if you could produce a million with your own hands, I think last year I did like 360,000.
It wasn't a lot, but that's all I wanna do. So that's cool with me. And now that I'm like partly paid as an associate with the dsl, Some of my paychecks for every two weeks are pretty laughable. it's like, oh, well you are two weeks and you made a hundred bucks.
All right, cool. You know, it's like, cuz, but I'm cool with that cuz I'll take time off and, and I'm not, I'm not a producer anymore. I'm much more valuable to the practice as a leader and a trainer and just, um, reaping the benefits of ownership. Even though I still own, I don't own a hundred percent. I'm still reaping a lot of benefits from owning this large practice.
Michael: Yeah. Okay man. So you were practicing three days. Before, now you're at two days a week, right? Like about two, two half days, five hour days. Two, two and a half days. Yeah. why did you sell them?
Paul: you know, as you're looking at the dollars, you, there was always this fear of delta for so many, I mean, I have Delta's, 35% of my practice.
There was always this fear that my whole business model could change by the stroke of a pen. You know, we were, I 85% p p o, 15% cash. Um, 35% Delta Premier p o. And it was just like looking at the numbers, there's this consolidation happening in the industry. It's like, things are hot. It's like we're the, we're like where the housing market was like last summer, you know, it's like, This is the time to sell if I can sell. So it was just looking at numbers, looking at what I have saved up, looking at what, and I've always been doing like real estate investing, so I've got some passive income on the side coming from there. Oh. And just being like, can I. Float with this? Yeah. I mean, could it be really lucrative?
Yeah. I mean, it's been better than ever thought it could be. I mean, one of the great things I know I'm not doing a plug for, for MB two by any means, but one of the great things is they let us to, they let us invest in the company. And that's worked out really, really well. So I've actually made way more by selling than I would've keeping the ownership, if you can believe it.
Now is, is, are those returns gonna be here five, 10 years from now? I don't know. This is half because private equity really likes dentistry right now. but I can say there's a lot of ill feelings towards corporate, um, with my corporation. I don't feel that, I don't think any of the members do. And I will tell you, I didn't lose a single team member during the transition.
And for all intents and purposes, my team doesn't even know they exist. You know, it's, it's, it's still my practice and I think that's kind of what they're not saying. There's not some crappy ones out there that we should stay away from, but, I'm really happy with the decision that I made with mine.
Michael: Yeah. I've been hearing a lot about MB two actually. Like where they, so what, what do they do? Are they just A D S O?
Paul: Yeah. I mean, they call themselves A D P O, which is just, I think, just a way to brand themselves different from the D S O nastiness, uh, D P O P standing for partnership. And, um, you know, they just handle some stuff on the backend.
They, they handle my insurance collections and that stuff like that. They do the credentialing, they do the hr, they do, um, my marketing. Um, they do pretty much anything I ask them for that they can help me admin, backend wise, talking to the companies and, and getting in increases in the fee schedule, stuff like that.
But I mean, for, for the most part, I mean, I have a regional manager, her name's that she's great. And she's just like, gosh, I, I just hadn't been in practice forever. I feel like you never want me to come there. Like, I wanna do something for you. Like, what can I do? And I'm like, mm-hmm. We're good. We're totally good.
So they're cool with, like, they trust their partners to run the practices the way they, they want to, cuz they're very selective with who they partner with too. Mm-hmm. Um, and they just let us do what we want. You know, I'm, I'm still running it, it still feels like it's a hundred percent my practice. I, I make all the decisions.
If I need help, I reach out. If I don't want help, I don't. And for me, my practice was running pretty well. It was pretty systematized already. Last thing I wanted was a corporation to come in here and tell me, tell us how to do things. My team would've hated me. So, um, I, I found the group that would allow me to continue my autonomy and running the practice the way that I want to and taking care of patients the way I want to.
So, I mean, they're there for help, but I mean, for the most part it's, we've just banded together and we get the benefits of being a group. And we get the support that by no means are they the group that if you're like, dude, I can't do this anymore. I just want someone to come in and take over my practice and run it.
That's not the group. You know, there's, there's other groups that'll do that. And I think, I think that sounds really good, but you're probably gonna be miserable. You sign up with a group like that, you're not gonna about
Michael: that. Yeah. So then you mainly kind of did it for, I mean, how long were you running this on your own Nelson?
Paul: Um, right about eight years. Eight years.
Michael: Eight years, okay. Do you feel like it was, at one point you were kind of like, I don't want the weight of the world right now on me as of for right now, at least maybe later on, but right now I don't kind of thing. Is that what it
Paul: was? It was, yeah. Absolutely, man.
It was, it was just a heavy weight. That's the best way I could describe it. It was just always freaking there. And, and there was, and, and I've also done like life coaching and I've, I've always been a big fan of therapy and I've always been working with a therapist on and off for my, my whole maybe the past 15 years of my life.
And, um, it was just heavy man and it was just always there. And it was spilling over into other relationships where I was just kind of just grumpy, man. I was just overwhelmed and pissed off. And, It just seemed like my whole entire, as this practice grew from, you know, just me and three other girls to like this 45 person team and other doctors and specialists and stuff, and I just felt like this house of car is just gonna tip.
Any moment what is gonna be the, what's gonna be the Goldman Sachs of this practice, you know, like, what is, what's gonna happen? And, um, I felt like that the whole time that I was the a hundred percent owner that it was. And so it's me. It's my thought process, it's my mindset. it's my makeup of my just general relationship with anxiety and how I look at things.
But that can make me a very good leader and a very good business owner because I'm striving to try to get something that's gonna make me feel better. But at the same time, it's also like a curse because I never get to really feel comfortable about it. Mm-hmm. So for me, it was I just wanted that comfort.
I wanted to feel comfort. And it took, you know, some like, things happened in my life, like read a certain book, like some like aha moments. Um, one of the books was like, die was Zero. I'm not sure if you read with that, but it kind of talked about how we like build this big nest egg so that we can just retire when it's like, dude, we don't know how much time we have.
And if you take any money to the grave with you, essentially worked for that for free. That was free work you did, cuz you never got to enjoy the fruits of that labor. So why the hell try to save everything and start trying to enjoy life now? Man, I can go hiking, I can climb mountains, I can do all this stuff.
I might not be able to do that when I'm 50. I can play golf, like I can play golf five days a week if I want right now. And um, Monday my back might not allow me to do that. So why am I waiting until like, to build this big thing before I can retire? So I've kind of entered into this almost like mini retirement phase where, I would say like, it's not retirement, but it's, it's, it is freedom.
You know? Mm-hmm. It would be like the fire principles, I suppose. so it's like, dude, like that's totally cool. Like, you crazy. You're 39 years old. What the heck are you doing? Like, are you gonna do for the rest of your life? I'm like, I don't know. I'd love to be a fireman.
Apparently I'm too old for that. I guess you gotta be like 30 or something. I don't know. I'd like to go do something different, you know? And, uh, I don't know what that's gonna be. And you know what, if it's really dentistry and I just really love it and I wanna own a hundred percent practice, I go do it again.
I'll do it faster, I'll do it better. And um, yeah, I'll do it better than I did it last time. You know, I, I'm comfortable with that, that, I can do that. And then as a fail safe, I can always go back to just for doing dentistry five days a week as an associate. If I like, I mean, I can do whatever. How can I want?
so, but, but I've got that comfort now and, and I was always seeking that, which is I think is part of the motivation behind me reaching all these success points. Cuz I was trying to find something, man, once I get that, it's gonna feel good, it's gonna feel different. It never did. I had everything I needed the whole time.
It just had to get to the end to kind of realize that. Yeah.
Michael: Do you think maybe you kind of, like you were thinking you were reaching something, but really you were kind of running away from something? Hmm. You know what I mean? Like maybe something in the past where you're like, I, I never want to feel that feeling again.
I never wanna get to that situation again. And you just kept running and running and running. Maybe
Paul: I, I think for me, I was running away from just a general sense of anxiety and for me to stay busy at work, felt good. You know, and, and people like, I like to say, man, I grinded these years, man. I grinded so hard.
It wasn't a grind. I mean, it was hard, but it was like, I was drawn to it. I liked doing it. I didn't like sitting, I hate sitting. to the detriment of my family, it was hard just to sit and just be, it was always like, man, I should get some more stuff done. What do I got to do? Like, what do I gotta do this week?
I should get it done so I, so I can relax. And then what would happen is I would get all the stuff done and I wouldn't relax. I'd be thinking about, man, what else can I do? And, um, Just got myself really overbooked with, I mean, with the podcast, with the writing and, uh, the practice and the real estate and, and doing like separate, like just teaching videos, coaching, consulting and stuff.
I mean, I was just overbooked it was like I just wasn't comfortable sitting and through therapy through my life coach. My life coach really made a really big difference. And she even said like, I took my coaching clients. I cut 'em down from 15 to five. And she said, what do you think about making a commitment for the next six months that you won't take on any projects?
I said, sure, let's, let's do it. So we committed to it, but damn, it was hard. cuz I started having all this time that I wasn't used to. I'm like, what do I do with this time? I'm like, I should start another project. Maybe I'll write another book. Maybe I'll do this. And I'm like, no, no more projects until six months from now.
And through that process, it's almost like I discovered this part of myself that I was kind of. Not comfortable with was just doing nothing. Just watching tv, just like sitting, putting my daughter to bed and, and laying in bed with her for like 45 minutes to an hour and just talking to her about her day.
Whereas I would be like, okay, I gotta get these kids to bed. I got stuff to do. committing to a one, one or two date nights with my wife every week, like, as like a priority. Like, it's not like we can, if we can find time and, and not to say that my relationships with my family was bad before, but.
Man, it, it's night and day to how it is now, but I had to, it was uncomfortable at first to sit and just be idle because it felt, that's what it felt like to me. It felt like idleness and I didn't like that. But then I had to start realizing then, and then you, connect and you're like, man, I really like this.
This is okay. Like I don't have to be running and. in rat racing my whole entire life, what the hell is it worth? And just looking at what are we doing this for? Like this, these deep like spiritual, like conscious, like, the spirituality of like, what are we here for? What are, what are, what is our purpose?
What are we here to do? And so it was just everything kind of happened in a succession and I think it happened for a reason. I wish I could have skipped a lot of parts of it. But I don't think I would've came out to where I'm at if I did skip those parts. So it's like if I could change things, I would've done 'em differently, but I wouldn't know what I know if I hadn't done things the way I did 'em.
Michael: Mm-hmm. Yeah, man, that's true. Like, I remember I used to feel bad all the time about like relaxing, you know what I mean? Yeah. And then you go on social media and people are like, I'm hustling, I'm grinding, and all these things. Yeah. And I, I feel like whenever you're, not doing nothing, like when you're doing nothing kind of thing, That's when a lot of creativity can spark.
But we live in a day and age where we call that boredom. Yeah. And so we're like, oh, he's just bored. But we gotta be good with that. We gotta be good with feeling like we're not doing nothing for, you know what I mean? Like being in the moment kind of thing. Absolutely. Um, or else for ne we not, you can tell the world's not creative as much as it used to be.
Right. We're just like regurgitating stuff from the past and the past and the past and cuz we can't. We feel guilty for relaxing, I guess,
Paul: huh? Well, I'll, I'll tell you something I do, and this is gonna sound like some like major, like old man stuff for people, but like, I got this recliner in my bedroom and, and people always come in my bedroom and they say, why is this recliner not based on the tv?
Because you can't see, you can't see the TV from the recliner. And it, it, it was like originally bought as like, I wanna read in this chair. But you know, a lot of times, like, dude, I just sit in that chair and it's right by a window. Open the window, listen to birds. And I just sit, man. And sometimes I fall asleep and sometimes I don't.
And it's just nice just to, it's relaxing, but it's, it's not me relaxing watching something being distracted. It's me just sitting with my thoughts, just focusing on my breath, and just chilling out. And for me before that would be like, dude, Do something. Look at all this time, you're wasting doing nothing.
That's not a waste of time. That is for me. And that's what recharges me and makes me feel good. And I, I never realized it before. Mm-hmm.
Michael: I like that man. So then when did the second book come out? Like was that out of, uh,
Paul: After six months or so, you, you'll, you'll, this is all tied together now, where this book came from.
This, I wrote this during Covid. So this was me being home with nothing to do 24 hours a day and being like, I got all this time. Let's write another book. And you know what, what I realized my first book was kind of where I was at the time that I wrote it. And, and the books are, they're always written about two years before they come out.
So, the first book was about running an amazing practice. This book was about how I stepped out of the chair. And what I noticed in my income as well, the growth, growth of the practice, when I started just like leading and training and like realizing that I'm more valuable as a trainer than I am as a producer.
Cuz there was a certain point where I looked at my practice and I said, okay, like if I treat myself as an associate and I pay myself 30% of my production, how much did I take home last year? That was because I got paid 30% of my production and it was like 15%. So the other 85% of my take home income was because I was an owner.
But then I was spending 90% of my time doing production activities and maybe 10% doing ownership a activities. So as much as my patients love me and they wanna see me, and the Hi Jess, love working with me and everyone wants to work with Dr. Etch, I was way more valuable spreading my uh, Training and, and what I knew and helping other people grow at the practice I was monetarily and for, for them too, like, I mean, just being present and working with people.
Um, I was more valuable doing that. It was much more, uh, financially rewarding and it was me producing dentistry. And that kind of made me realize, man, I'm just, I just stopped doing fillings, eventually stopped doing crowns. stop doing endo and, and now all I do is I do banded bracket on kids in Invisalign.
You know, that's pretty much my whole five and a half hour day. And then my other five hour day is just me doing like veneers and placing an implant or two. But, I think next year I only have maybe eight of those days that I booked for 2024. And so it's, I'm sorry, 2023. I think I only have eight of those days that I'm doing that.
And the team might wrote me into doing some more, but I kind of don't want to, I just wanna, I love doing ortho. Yeah. I's, uh, the other part's starting to wear on me? ortho is predictable and everything else in dentistry to me is it's, it's unpredictable. I mean, to some extent, and I just think I don't like that level of predictability or of unpredictability.
I don't have that level of unpredictability with my team, you know, with my team. So it's doing what I enjoy doing, and it's what the practice needs. Every practice needs a person. I mean, if you could focus full time on running your practice, Man, what would your practice do? So that, that's the purpose of the book, is like, how do we get ourselves outta the chair?
And for me it's a lot of leadership principles such as like you owning everything like your locus of control, I call it. Um, balancing your, your regular workload with what I call celebratory work with. Just like this is the stuff, this is the investments in time, this is you training someone else to do something.
This is your delegation. just making sure that you've got a compass that's, that's guiding you, that every decision, little decision you make is taking you there. there's a lot of mindset stuff that I think is more important than the actual mechanics. The second half of the book talks about the mechanics and what I think are the best systems, the best things for treatment plan, presentation, what things we can train our team on to make our practices better. But I think ultimately that beginning part of the book, that first half is what's really important. That's the leadership. That's communication. How do we deal with team? What kind of attitude do we approach?
Conflict? What kind of attitude do we approach growth and, and collaboration? And, and that's kind of all in there because I think that's something I've learned. Maybe I had an inclination. I was kind of lucky that this came easy to me. But, um, That's what I think has made the biggest difference in my practice.
It's not the what, it's the how we've done it and, and, and the meaning behind it rather than the actual, this is what we did. If that makes sense.
Michael: Yeah, yeah. No, no, no, no, no. Uh uh, uh, instructions are always better, right? Like, give me the meat and potatoes of everything. Not so much like the, nobody wants to fluff, right?
Mm-hmm. Uh, of anything. But, um, I think that's really interesting when it comes to the marketing side of your practice. Mm-hmm. And, um, Your systems? How did that come along?
Paul: For marketing specifically, you mean? Yeah. Yeah. So for marketing, we used to try a lot of modalities. We would try like, I mean we tried like the ads, the sponsorships and stuff like that, and we still do some team sponsorships, but I would say we don't do mailers anymore.
It's kind of just come into what I think is the most important is just seo your digital image, like your DI digital reputation. And making sure that when people are searching you, that uh, you show up and that you have a nice website and, uh, some nice media and pictures and, and videos on there to back it up.
And then it's like, I mean, marketing, we're trying to generate a phone call. We've gotta follow through by having nice patient experience on that end. I don't think the majority of our patients come from either the internet or existing patients. Typically right now are seeing about 180 new patients a month.
We've seen when we came six months after Covid, when we had a ton of availability, we saw like 230, which was a huge indicator to me that, man, we could really blow these doors open if we could find some more hygienists. But, yeah, I haven't cracked that. Not yet. I haven't figured that one out yet. I don't know where they all went.
They all went, moved some island or something. Yeah. And uh, I think the biggest thing is, is for us is digital. I mean, we pay per click, um, just Facebook stuff and, you know, and I, I tell my coaching clients all the time, You'd be blown away how many new patients you could see if one, you stayed open late or two when you saw a new patient.
You tried to get the rest of the family to book if when they came in there for visit. And I can't tell you how many coaching classes don't do that. They're just like, man, like we just started getting so many new patients. Cuz we just started asking. And it's not like you're asking like, Hey, you got anybody looking?
You know anyone looking for a good dentistry? It's not doing that. It's saying, Hey, is there anyone else in your family you wanna make an appointment for? And then they'll say, oh, my husband, he's, he's busy. I'll have him call. Well, why don't we just make an appointment and he can call if it, when it gets closer, he'll get some reminder texts if he needs to change it.
Okay. You know, you just get him on the schedule and not be pushy. I mean, but, um, doesn't cost a sign. Yeah. I mean that's just, that's just normal. That's just having a checkout protocol that your team follows and you just hold them accountable to it. Yeah, you're right. That's
Michael: not being pushy. It's just like, it's being easy.
Like, hey, let's just get 'em on that, you know what I mean? Like, put him on there. Right now it's no, no, no issue. You know what I mean? Kind of thing.
Paul: Well, you gotta make your appointment. I mean, I had to do, my cholesterol was high and he, my doctor wanted to put me on some cholesterol. I'm like, dude, man, I've been eating crappy.
I'm drinking a lot. You know, give me two months to get this together and I'll come back and I'll get it straightened out. So I went back and I took blood and everything was straightened out, but it was like 18 months later and he's like, he's like, I told you come back in two months. You waited a year and a half.
I'm like, no, like show me the chart. And he's like, I'm like, dude, wow. I thought it was like five months maybe. I knew I was behind. But you don't, you don't make that next appointment. You get lost. Life gets busy.
Michael: Yeah, life gets busy. Yeah. Yeah, you're right. And you don't think it does right at all, but it does.
Yeah. Yeah, yeah. You're right, man. Yeah. Awesome man. I appreciate you opening up a little bit. You know what I mean? Talking to us about, How it's been going on, why the book came out, but at the same time, um, the, the feelings behind selling, right. The motive behind it, because I, I do, I do agree with that.
Sometimes we feel like, oh, we gotta retire, and then you get a taste of it and you're like, I can't do this. Yeah. I can't, like so much Netflix, you go watch, like you said, and, and all these other stuff and, and do things on the side. So there is a thing, I think a sweet spot where it's like hybrid retiring or something like that, right.
Where you just, mm-hmm. You're doing what you want, making money, but you can do this forever if you, you know what I mean? Kind of thing. Yeah, I do, I do
video1985894603-cm: agree
Paul: with that. That's where I, I think I'm at now. Like, I'll tell you, I, where I'm at right now is we're recording this, it's almost 3:00 PM mm-hmm.
And I woke up at seven o'clock. I made my kids breakfast. I got 'em off to school. I went to bed from 8:00 AM to about noon. People think it's crazy, but this is what I do every single day. I go to bed till about noon, and then I went and I worked out with a person, trainer, came here, took a shower, and I'm spending with you and my kids are getting home from school and this is, this was my day and this was a productive day because I got to do this with you.
So this is a check the box today just by talking to you for an hour. So, so, but yeah, that's where I think I'm at. And um, and I have some days where I have a lot of coaching calls too that, that are more busy, but I'm, I'm not doing more than four or five hours a day. That's, that's, I think that's a realistic level that I can do the rest of my life.
And it is like that Brony Ware book, the Five Regrets of the Dying. one was that they worked too much. two I think was that they didn't stay in touch with friends. I, one, that one that stuck with me was. I lived my life to every other people's expectations instead of doing what I thought was in my heart.
And I feel like that's what I'm doing now. And I think a lot of us just need to sit back and say, man, what do I really want outta life? Because if you sit down and you say, what do I want? And you say, well, how do I get that? Who has what I want? What do they do? It's just a matter of just following the steps and getting it done, and just being kind of laser focused on this is what you want.
And that's saying no to stuff and putting up boundaries, but. You know, you gotta live life for you. And I think a lot of us don't do that. And that's kind of just where my new take is. And I, and I don't wanna give the impression, I figured it all out. I, man, I, I'm just as messy as everybody else.
But, um, I, I, I like where I'm at. I'm excited for the next chapter.
Michael: Yeah, I agree with that, man. It's crazy you say that, not that long ago. You know how some people kind of talk about like, yeah, I wanna build my legacy and I wanna build like an empire for myself. And I remember talking about that and I was like, do I. Really wanna do that. Right? Right. Like it, it sounds cool. It sounds nice, and I would, I would say that, but then I'm like, I think I just want to spend time with the people I want to spend time with and do what I want to do and whatever. Ha, you know what I mean, kind of thing. I'd rather have that than being like, I.
I grind and I build this empire, but like my kids hit me or something.
Paul: You know what I mean? Crazy. Hey. Exactly. And then they're gonna go to college and they don't wanna be around you. And then, Hey kids, let's spend time now. Dude, I'm already growing up. Yeah, you weren't there when I need you. It, it's funny like the things that we want and I find myself doing it too cuz I'm very happy with my house, very happy with my cars, everything I own and stuff and, and I don't really see myself making more money to have more possessions.
But then here comes my brother-in-law just built a brand new house and man, does it look awesome. And man, do I want, well, I'm just like, dude, uh, I really liked my house, but now I kind of like your house. So, so now I'm like, well, maybe I do want more things. I'm like, I, I have to check myself. Like, no, it's not gonna change anything.
It's, it's just going to, you'll, you'll eventually reach that baseline again. But, uh, it's, it's human to want, you know, it's, it's just how we are. I think that's true.
Michael: It's human day one compared to, right. You're like, oh man, that person's doing that. And we have like, so much to. Social media, right? Like you're always kind of like unwanting, like comparing kind of thing.
So, You just got, you're right. Has to check yourself, like nip it in the bud and be like, Nope, nah, I don't, I don't think I'm gonna do that. You know, kind of thing. Yeah. Mm-hmm. Yeah. I appreciate you, man. Thank you so much for being on the podcast. We, if anybody has questions, concerns, or wants more information on your coaching, where can they reach out to you?
Paul: Yeah. Dental practice heroes.com. Um, the podcast is Dental Practice Heroes, but yeah, dental practice heroes.com. It's got my books, my coaching, um, my teaching stuff, just some videos, business training, stuff like that. So, and there's a contact form. You can contact me there. You can also go and schedule a call with me if you want, or you can schedule a call with any of my leads.
They're also available too. You can just schedule, use the online scheduler that's on the coaching tab. So, um, yeah, man, like thanks for having me, dude. I always, I had a really good time talking.
Michael: Oh yeah. Awesome. So guys, that's all gonna be in the show notes below. And Paul, thank you for being with us. It's been a pleasure and we'll hear from you soon.
All right, thanks.
(If you DO want to work with Studio8E8, be sure to mention this podcast/ episode!)
Reach out to Studio8E8 here: https://s8e8.com/affiliates/tdm?utm_source=tdm&utm_medium=affiliate&wc_clear=true
Hey what's up guys? In this Monday Morning Marketing episode, I'm joined by our good friend, and website expert, Joshua Scott. Joshua breaks down his four essential website attributes that contribute to a seamless and engaging patient experience. From intuitive navigation and captivating visuals, to personalized content and convenient appointment booking systems, we explore how these elements can elevate your online presence and attract more patients to your practice. We also discuss the rising concern for ADA(American Disabilities Act) compliance, and how you can stay in the clear if this is a concern in your area!
Join our conversation for actionable tips, trends, and must-haves to enhance your dental website's user experience and drive success in the digital realm!
You can reach out to Joshua Scott here:
Website: https://s8e8.com/
Instagram: https://www.instagram.com/joshuascott/
Email: joshua@s8e8.com
Other Mentions and Links:
Swell
Google Ad Words
LocalMed
Next Health
Practice by Numbers
ChatGPT
Don Norman
Modento
HIPAA - Health Insurance Portability and Accountability Act
Birdseye
ADA - American Disabilities Act
ADA Compliance Company - Equally.ai
Dentistry IQ
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, Josh, so talk to us about websites. How can we utilize this, or what advice or suggestions or methods can you give us that will help actually attract new patients through our website?
Joshua: Hey, Michael, always great to be back for another mm m. TripleM, mq, I dunno what you call it,
Michael: m squared
Joshua: times three m and m and m Monday morning Marketing.
Uh, but no, I, I wanted to kind of come at this, uh, from a little bit of a different conversation that we've been having with our clients lately. They actually started as a conversation with our team. It actually kind of started post covid conversation with the team. Some of the trends we were seeing and then has, Build out with our client base, but it's really a conversation behind your website's UX design.
And what that means is a user experience design. And so when you get into kind of agency and design world, especially with, with digital products, mobile products, you're gonna hear people talk about the ux, like, what's the UX like? Or, I really enjoy the ux and what that means is, You're not just putting something out there for function, you're putting something out there that's designed with the user in mind.
So I thought we would talk about that for a little bit. Some areas we're seeing that and then actually kind of hit at the end, maybe some ADA compliance that just kind of seems to be at odds with that. But we can talk through it a little bit. Okay, man. Yeah, let's dive into it. So, um, uh, just me doing a little research, uh, Don Norman, is the one who really kind of coined the term user experience.
He's a cognitive scientist. and he said user experience encompasses all aspects of the end user's interaction with the company, its services and its products. And so when you're putting out a website, Anymore. I mean, this is the digital version of your practice. Like before people step in the door to this physical practice, they are on your website.
This is how people experience you, that patient experience, that new patient experience. And so it's your ux. Really designing a site without a mind is about the feelings and emotions users experience when interacting with your website. So if you think about that right now, kind in this post covid world, think about it from a, a convenience.
Lens, right? Like we all now are interacting with our healthcare providers. We're interacting with our pizza, like our Friday night pizza place through, through text. You know, I mean, I'm placing an order online and then I'm getting a text. Hey, your order's been submitted, you know, be here in 15 minutes. And then as I'm pulling it up, I get another text.
Your order is ready. Come, come in and pick it. Pick it up. So we're all interacting with our favorite companies like this. And so thinking about that user experience from that type of convenience, user friendliness, part of it, I think is number one. So, convenience, uh, user friendliness, the journey.
And really just what do you want people, like, what do you want them feeling when they get off of the website? that's the question to ask. You can build a website that's SEO forward, uh, you can build an a, uh, website that is like going to convert for Google AdWords. But I think you also, an equally important question in that is what do you want that patient to feel?
Mm-hmm. Is it frustration because they've had the, like, input stuff into a form four, four times? Or is it because they were two clicks away from making an appointment and they go, wow, that was easy.
Michael: Mm-hmm. Gotcha. Okay, so let me ask you personally, what do you want to feel? Yeah, your dentist, like your people that you go visit.
How does that work?
Joshua: yeah, when it comes time to actually convert on a transaction. Whether I'm ordering pizza on Friday night or whether I'm scheduling a healthcare appointment. Yeah, I want it to be easy. I want it to be straightforward, Michael, you know, when you're on those like websites and it just feels like it's from like 1995 when you're trying to like, like the form that comes up.
Mm-hmm. You're like, wait, what is this thing? It doesn't have auto fill. Like you've gotta type in everything. Um, You know, you drop down, like, like your country gets a dropdown menu and it's, and the United States is all the way at the bottom when 90% of your users are in the United States. Yeah. You know, those types of things.
And, and you go like, that's not that big of a deal. It just is, you know, like we're talking about as least amount of friction as little time, convenience, friendliness as possible.
Michael: Where do you see the drop off? Then if you can give us like a, a number on that where it's like, okay, man, they almost made it.
To submit that form, but you lost them here.
Joshua: Yeah, that's a good question. I don't know that I have data on that. I think some of this, and one of the things I wanted to talk about was really kind of the four, I think, convenience pieces of a website right now, kind of post covid and, and I think some of this, to answer your question is cuz the first one is, is about online scheduling.
Like I think. We're just at a place now, like, man, you've gotta have online scheduling on your site. and when you ask like, what's the drop off? I think if you're using a lot of these premier, uh, partners out there, like Local Med Next Health, you know, practice by numbers, some of these guys, I think they've built really good user experiences into those apps.
So, you know, I don't know that you're gonna have that much of a problem, but if you're using, a different one, I, I don't even know a good example right now, but, here's one of the things I recommend, right? Like if you implement online scheduling, go through that process yourself and schedule yourself an appointment to see how it feels.
I, I've seen so many practices implement things like this, and then they're like, I don't know, like I'm like, you're getting 18 texts within a 48 hour period of time. Is that what you wanted? Well, why? I didn't know that. And I'm like, well, right. But like put yourself through that process. Tweak it, edit it.
Make sure it's saying what you want it to say. Make sure it's doing what you want it to do. But you know, online scheduling is huge. You're gonna see an increase in your website, effectiveness, uh, you're gonna see an increase in new patients. It's just all these things. Now, um, there's actually stats and, and reports out there that are saying online scheduling.
It's actually reducing no shows, which is everybody's argument. Like, oh, if I, if I do online scheduling, no shows are gonna go up. On the whole, once you get that implemented and you build systems around that nohow go down, it saves staff time. You're gonna get better insights into your data online. Uh, and it's mobile accessible.
People can make an appointment right on their mobile phone. So my first one there was, was online scheduling. Get that implemented.
Michael: Gotcha. Okay. I like that, that you mentioned you gotta build systems around it because, you know what I mean? We always just thought like, yeah, you have that button on there and that's it.
Yeah. Uh, but it's the. The follow up process in the systems. Awesome. So what are the next
Joshua: stuff? Yeah, the the next one is, is, I mean, there's, there's four of these really, but it's, it's implementing these integrations to make this a more friendly and convenient experience. The second one's chat, you know, adding a live chat feature, uh, dentistry iq, so it can double the amount of website visitors scheduling an appointment.
you get this online schedule app, but if you add text, those online appointments go up twice as much. It's just facts from dentistry iq, uh, and I think, you know, 63% of millennials right now say that they prefer chat over phone calls. Again, that's just in the world we're in. If you have to pick up the phone to call an actual human, we feel like it's an inconvenience, you know, like, like, man, why am I, why are they making me do that?
So, you know, I think implementing chat into your site, just making sure I, I'm not a fan of the automated chat bots. I still don't think they sound human. So I think you still gotta have somebody like on that and monitoring it. But again, like we're talking about optimizing your website for that ux. If you have online scheduling, but you don't have chat, you're potentially leaving half of those conversions on the website.
Mm-hmm. So I think that's an important piece.
Michael: Okay. So chat and not so much like the AI chat is what you're saying, right? Like actually have somebody on there at 11:00 PM like where it's like, Hey man, the beer bottle just broke my tooth. What do I do? Or, or what are you thinking?
Joshua: Well, you could set up like hours around it, you know, and, and when people are available to monitor it and you can kind of turn it off and on for sure.
Um, but yeah, you know, I mean chat, g p d as, as good as it is, um, I don't know that we're quite there yet for answering those, those questions and, and plus I, we, People just have still an expectation that chat means there's another human there. Um mm-hmm. You know, responding to them. so I think that's a big one.
You know, patient forms is my number three and, and I'm bringing these up man, cause I'm actually not a partner. Like, I don't partner with any of these companies. and we, we integrate, we've built integrations with all of them, you know, into our, our web experiences. But I'm not from Meto or Local Med or, yeah.
You know, Nexel, like promoting it. I'm just going, no guys, these are really, really important tools that we see the analytics behind it. It, it's huge. And so, you know, I think Patient Forms is a third one. Uh, you know, we're now, it's like it's tipped more than 50% of patients want online forms before they get to an appointment.
Uh, nobody wants to sit there with the clipboard and fill stuff out. And then, you know, the other thing too is like, what online forms are doing is it's really consolidating stuff into, you filled it out one time. I don't know how many, uh, healthcare appointments you've been to where it's like, You answer the questions on the phone, then you get the form and you fill it out again.
And each form has like your mailing address on it. You know, so like the new patient form, you gotta like write out your whole mailing address. Then the health history form, you gotta write out your mailing address again. Yeah. And then the HIPAA form, you gotta write out your mailing address a third time.
And it's like, why are we, I get to the point where I'm, I'm so irritated writing out my mailing address. and so online forms reduce that. Uh, it improves accuracy again, like if your front office is just swamped. Man, putting some of these efficiencies in place will help them a ton. Okay,
Michael: gotcha. So patient forms online.
Joshua: Yeah. Yeah. And, and then the last one man was just reviews. Um, you know, and I know we all like know the importance of reviews now, but really just building that into your web experience. Again, it's that user, um, that UX first, seeing social proof, giving pa your patients a chance to, you know, one, the two clicks away from leaving a review as well.
yeah, I don't know. I don't really need to go into the. The importance of reviews. I think we're all there now in 2023, but Swell BirdEye, these are both companies that do an amazing job with that. And um, so, so I think as you're thinking through the UX of your site, the first question, big picture was how do I create a easy, convenient, friendly user experience for my patients?
Here are four tools I think will help you do that if implemented. Right. and then before we go here, I can talk about ADA a compliance a little bit. Okay. Yeah,
Michael: man. Let's, let's dive into that a little bit because I know, um, I think that's coming up a little bit more often now. I don't know, do you see that or?
Joshua: We do. Um, and, and just to be clear, when we're talking about ADA compliance, we're talking about American Disabilities Acts, not the American Dental Association. And so it's really about, uh, we see it more in bigger cities and honestly specifically San Francisco. So, um, for whate and. and we've, we've actually seen a little bit in Dallas too, uh, and maybe one in New York, but it's, I think it's, what happens is it's where somebody else has a lawsuit brought against them for their website not being ADA a compliant, and then all the other dentists in the area freak out about it.
And then we get it like emails from our clients like, Hey, are we ADA a compliant? And so the, the question to that is really three levels of it that I want to give you. So ADA compliance is about making your website. Compliant for Americans with disabilities. And so that includes things like color, font size, the color of the font on the backgrounds, how big the buttons are, things like that to help, you know, people with disabilities navigate a site.
the truth is that is often at odds with. The experience, the aesthetic experience, the brand experience we want to create with a website. Mm-hmm. And so the quick answer is our websites and I, and most people out there have done a base level job of creating a website that's a d a compliant. So we kind of go, here are the factors.
We think we want the buttons to be a certain, you know, a size on a phone. We want it to scroll. When it comes to like, you know, you put text over a photo. Is that ADA a compliant? Probably not. You know, they want white text on a black background or white text on a dark blue background, something like that so people can read it easy.
So there's a couple solutions and one of 'em, you can get an a ADA widget that actually lives at the bottom of your site. You can click on it and then you can actually adjust anything you want. You can adjust colors, you can take the pictures out, you can increase the font sizes. So it gives your users the ability to come on and go, wow, this font size is way too small and increase it.
Mm-hmm. Or, I'm having trouble reading that text over the photos. Let me take those out and replace 'em with solid backgrounds. So that's one option. The downside is they start messing around with this stuff and it, it makes your website look jacked up. I mean, we, as a team, we were, we were messing around with some of these sites on a Monday morning.
With this ADA compliant widget, and it's like, it, it can really, I mean, you wanna laugh and have a good time, it can really make your website look crazy. yeah, so it's, it's kinda, but that tends to, I think it's like 30 bucks a month that tends to solve most people's issues. If you're in an area where you're just hyper aware of it, hypersensitive you, you've got lawsuits happening left and right.
Like if you were in San Francisco, I would tell you there's even a third level of working with, uh, some of these agencies. They will custom design this, like they'll take this widget and customize it for your site. So it's not just applying like blanket parameters, it's actually like increase the font. It increases the font in scale overall.
So the website actually still looks nice and is functional. And they typically provide consultation and even legal protection. Typically those packages are like 3,500. but they, again, they customize the a d a, uh, whatever parameters on your site. So your site still looks good if they have to adjust that.
But it also offers some legal protection as well.
Michael: Well, do you guys, the Studio 88, do that customize.
Joshua: we actually will provide that to our clients as a, um, if they get into that, we basically connect them with that company, with that agency. And, and Michael? I, I don't know it off the top of my head.
I kind of, you know, we were chatting about this for a minute before the show and I was like, yeah, I can talk about it. I can send you who we work with. You can maybe put in the show notes. Yeah,
Michael: that, yeah, that'd be awesome. That'd be, especially for our San Fran. Yeah. I don't know why it's only happening out there, but you know what I mean.
Or Dallas too, but,
Joshua: San Fran and California, man, it's a whole different world and I think when it comes to, um, governing Yeah, so it's, they just tend to, to have different regulations than sometimes the rest of the country. Yeah.
Michael: It's crazy, man. But awesome. So you've given us a lot to think about, especially when it comes to much just building systems to make it efficient, right?
To make it. More human with the chat feature. Uh, patient forms, efficiency, and then the reviews. Obviously reviews are super duper important no matter what, right? That's that, that's that proof that you're talking about that we're gonna need no matter what. And then, um, putting the systems around, the online scheduling.
Awesome. Josh, man, we really appreciate this. If anybody has any questions or they wanna reach out to you, where can they find you?
Joshua: Man, best place for me. Uh, if you wanna hit me up on Instagram, uh, it's at Joshua Scott. I'm still in that account still. Check it. DM me, tell me you heard the episode. I'll, I'll, you know, shout out you back.
Uh, you can also visit us online at s eight e eight.com. That's the letter s, the number eight, the letter E, the number eight.com. And uh, you can reach out to us there as well.
Michael: Nice man. And guys, check out Studio 80 eights websites. They're, uh, we were talking about this right before we got on in. You guys are all about the user, right?
Use your experience first, especially the design. Everybody, pretty much everybody listening right now kind of knows about like, okay, we've heard of Studio 88 and how elevated you guys are, right? So, um, I highly recommend people if they want, can they just schedule like a free, I don't know, like, Hey man, check, check out my stuff.
Can you, can you check it out? For
Joshua: free. Oh, yeah, yeah, definitely. That's actually part of our kind of, uh, initial consultative phone call is just like going through like, what are you doing? Like, what's working, what's not working? What, what's your budget been? You know, we look at the website, look at the seo, kind of do an analysis so that we go into it.
We, we actually can give advice too. A lot of times what I tell people is I'm like, I hope you at least walk away with some advice on this phone call, whether or not you want to use us or not. Even if I'm my second opinion, you're like, this company's telling me X, Y, Z, and I'm like, Yeah. Uh, x, y, Z is right.
So, you know, if you need the second opinion on it, like we, we can do that as well. I like that.
Michael: Yeah, Josh told us. Yes. So we're gonna do it. Gotcha. Awesome. So guys, that's gonna be in the show below. Definitely schedule your free comprehensive assessment, um, and check it out. So thank you so much, Josh for being with me on this Monday morning marketing episode.
Joshua: Always a pleasure, man.
Today we're going to introduce a game changer in the dental practice management software world...
This is an innovative, all-in-one, cloud-based practice management software, and it offers an array of powerful features that are custom built for dentists by dentists ready to revolutionize the way you work.
If you are a start-up and decide to sign up with Oryx, they will NOT charge you a single dime, until you reached 200 active patients!
They are partnering up with all startup practice owners and making sure you succeed, fast!
Click this link to schedule a FREE personalized demo and to see more on their exclusive deal!
Guest: Jay LetwatBusiness Name: SunbitCheck out Jay's Media:Website: https://sunbit.com/
Email: jay@sunbit.com
Other Mentions and Links:Fico
Beyoncé
T-Mobile
Burger King
Cheesecake Factory
Starbucks
Vantage
Experian
iPad
Gimbels
Target
Care Credit
Lending Club
Terminator
EBITDA - earnings before interest, taxes, depreciation and amortization
Flip the Script - Oren Klaff
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Expensive treatment plans can build a wall of resistance in a patient's mind. Be sure to address these fears, and provide customizable options for financing.
- Sunbit approves approximately 85% of patients who need care for financing options. That's more than double the average!
- Nobody budgets for a $3,000 dental procedure out of the blue. Be sure to stress that patients don't have to pay all of this at once!
- The credit approval system in the US has largely been untouched since the 60's. It is about time to update the process and allow more accessibility.
- The patients that are scared away by price will mostly likely never return. Having great finance options will help them feel safe and included!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: All right. It's time to talk with our featured guest, Jay Lewa. Jay, how's it going?
Jay: Everything is great, Michael, how are you?
Michael: I'm doing pretty good, man. I'm doing pretty good. I appreciate you coming on. If you don't mind me asking. I know, I know. But like for our listeners, where are you located?
Jay: Based in, uh, Los Angeles. Based in Los Angeles. Yeah, that's where our headquarters are at.
Michael: How are you liking this
Jay: rain? It's kind of new to me, to be honest with you. I've, I've only been in LA for five, six years. Um, so it's new in the sense of la but like, I'm originally from the Midwest in Chicago, so it rains and snows and could snow in, you know, August could rain in, you know, March.
So we used to kind of the four seasons here, people start to panic a little bit when the rain comes or when it gets cold. It's kind of funny, but, uh, but it's nice, it's fun. Yeah.
Michael: Yeah, we do. Yeah, we, that happens a lot all the time, but Awesome man. Okay, so then tell us a little bit about your past, present.
How'd you get to where you are today?
Jay: Sure. So I've got about 20 years of experience, um, mainly on the technology disruption side. So I did a lot of consulting early on in my career. A lot of performance improvement, compliance work as well. Uh, then kind of moved along into the technology space and, and where I really have spent my time is in a lot of, um, startups or growing, uh, technology companies that have kind of passed the startup phase in which they have a unique technology and they need the ability to market that technology to the masses and, and typically, It's a company that, is really changing the game.
It's really, really disruptive. So what I love to do and what I'm doing now at Sunbelt is we're taking a disruptive technology in the pay over time space. And what we're trying to do and what we're doing it successfully is gaining significant market share in many different vertical markets, including the one that I manage, which is, uh, the dental patient financing space.
Michael: Okay, so break it down to me Sun Bit. I'm under the impression Sun Bit is a bank
Jay: or no? No, we are, we are a technology company. So we have the, uh, technology that allows or enables folks to get approved at a very high level. the technology enables us to approve about 85% of all people that apply for financing.
And, and if, I'm not sure how familiar or not you are with specific financing, but usually that number is in the 40% range, 35, 40% range. Particularly now in a, in a. Recessionary sort of environment, inflationary environment, it typically tops off at 30, 35%. We're more than double that. And a lot of it is really because of the technology that we use, a lot of ai, a lot of machine learning.
Cuz at the end of the day, what we're really doing, it's basically a math problem, right? Because you go to a bank, when you're a small business, let's say, and you go for a loan, Most people get rejected for a loan, for, for many reasons, may maybe their, their overall credit isn't good. They haven't been in business that long because the bank doesn't wanna take a risk on you, right?
Banks don't like taking risks. what we do is we're able, using our technology to provide folks all throughout the credit spectrum, you know, not so great credit. Mid-level credit, very high end credit. We're able to get all those folks the patient financing they need when they walk into that doctor office.
And so we allow through the technology, more people to say yes to treatment. And that's ultimately what we're doing. We use, we have, uh, banks, that kind of administer the loans, but at the core, our focus is on the technology. Because it's really a technology problem, like, the ability to have someone who is, you know, a good person, but they may have subprime credit, Historically, those folks don't get credit, right? You go to to Target or Walmart or Nordstrom's or wherever. If you're subprime, you're not getting a credit card. When they ask you if you'd like to, you know, get a red card or get a Nordstrom card, right? What we're saying and what we're doing is we're enabling folks both at the low end of, of FCO and at the very high end, full spectrum.
They can get the credit they need on the dental space as well as other verticals that we work with. And we're comfortable that we're going to get repaid and we do it in a fair and transparent way and cost effective for the patient or the customer. And you can only really do that. With like mathematical formulas, algorithms, ai, et cetera.
This isn't, uh, you can't do it via spreadsheet like, like the banks do, and like some older, uh, patient financing companies that have been around for 30 years. Gotcha.
Michael: Okay. So I know you wanted to show something, right? Like a demo? Sure. Real quick. Sure. Of course. Sure. The demo is for what? Like for the patient doing
Jay: it?
Right. So what we do, maybe I can explain it a little bit. So mm-hmm. What we do is we do point of sale financing. So let's say you, um, haven't been to the dentist in a few years. You go to the dentist, they give you a comprehensive oral exam, they say, Michael, thanks for coming in. Appreciate it. Here's a list of seven things our doctor, uh, the dentist thinks you need to get done.
Right. And those seven things have. Each, you know, a treatment and a cost, right? And at the end it's like, let's say $4,000. And they say, well Michael, how would you like to pay for the $4,000? And you're like, holy cow, I didn't budget for that. I don't have $4,000 in my pocket. Cuz it doesn't matter whether you have great credit you, you make a lot of money in your job or you don't.
No one budgets. For unexpected medical expenses, like you can't go on your personal Quicken and, and, and say, okay, 2024, I'm gonna budget $3,000 for dental. Doesn't work that way. So what happens is that patient generally either says no to the treatment that they need, or they do kind of like a partial kind of, you know, French menu sort of thing where they say, okay, I'm gonna grab maybe the cavities here.
You know, I'll, I'll take this $500 treatment here. But the other $3,000 doesn't really hurt me so much today, so I'm gonna go home and then when it really hurts me, maybe I'll come back. Right. And that's dentistry for the last 50 years, What they call case acceptance. So the ability of, let's say you, you have those seven things and it costs $4,000 and let's say you're only able Michael to, um, pay for 400 of that.
Well, your case acceptance is basically 10%, right? $400. Divided by the 4,000 that you should have, uh, that you was prescribed to you, right? Which is terrible, which means 90% of your needs are not met, right? Mm-hmm. And you're walking out the door and probably never coming back. So that's kind of historic dental.
So what we do is the patient comes in, they get qualified very quickly, and we approve nearly nine out of 10 folks. Without doing any kind of hard credit check, we do a soft credit check and the process is very simple, very clean. we like to think that it's like an un refinancing sort of transaction.
It's almost like buying a coffee at a Starbucks drive-through. We want the experience to be not the same experience you get at a bank or from some old time patient finance company that, you know, maybe may still do it on, on pen and paper. Okay? Mm-hmm. So, That's kind of the preface of, of what we do. and I can, I can show you the kind of the process, how it works, because it's very, very different than anything you've seen or folks in the dental market for the past 20, 30 years.
They've generally never seen it, and they usually have a very positive reaction to it. Like, you know, where have you been all my life? And can we talk and, and, you know, use this at your, at your practice. Yeah.
Michael: Could we see it? Could we see how it Absolutely. How it works and stuff. And so absolutely. For absolutely.
Sure. Sure. Our listeners listening right now, if you want to go on the show notes below, you can watch the video version of it and we can see it right now. Sure.
Jay: so right on my screen, you see iPad. Okay. And that's the iPad I have in my hand right now. Okay.
So we provide this iPad. To every dental office, and it could be more than one iPad, just depends on how many people, what kind of patient flow you have. So the first thing the, office team does is they will select their name. Okay? So again, this is a demo. Michael, who do you wanna be today?
Michael: Beyonce always.
Jay: Excellent, excellent choice. Who? Who doesn't wanna be Beyonce after all? Come on. Yeah, you click on Beyonce, then you click scan card, then we take the driver's license. Right? And it doesn't matter which state it works in all states. On the back is a barcode, right? So you take that barcode and what I do is I just scan that baby right there automatically.
What happens is, and again this is in real time, I'm not, you know, slowing it down, speeding it up, takes my home information. Patient types in their phone number and email. They continue and then you simply ask the patient, Hey patient, is this your updated info? They usually say yes. You click copy to form the patients a agrees to check their options.
And just like that you've been approved for $6,100. This is the approval process. Wow. That's it. We're done. Okay? Mm-hmm. So now there's a ton of things that happen in the background, right? But that's invisible to the practice, invisible to the patient, right? And again, this kind of goes into how we're a technology and data company.
So a couple things here. One, you were approved for 6,100, we're approving every single patient. With a FCO score of 500 or greater. So when you, when if in terms of F ICOs, 500 is a very, very low F ico, right? Mm-hmm. But we're able to approve them because of our unique and flexible model. If you approve from 500, it equates to typically 85 to 87% of all patients that apply. So going back to the dentist example, the the office example, you know that. Eight and a half outta 10 people that walk in the office have the ability to get qualified for finance and can get the treatment they need.
So that case acceptance number I gave you before, whether it's 10, 20, 30, or 40%, it shoots up dramatically so they can actually walk out being happy because they're, you know, dental problems are solved. Okay. So the first thing, high approval, second thing, we never do a hard credit check. So in the us, typically when you are.
you know, when I signed up for T-Mobile mm-hmm. They do a hard credit check, which impacts your credit. It's not fun. Right. We do a soft inquiry to get to this point. So all we do is, get basic information. It doesn't impact your credit score whatsoever, but the kicker is, even if you decide to move forward with the loan, we still do not do a hard credit check.
So it has no impact. Your credit has no impact. If you apply or take the loan initially, which is again, very, very unique. And again, it kind of is because of our kind of technology backbone. And the last thing is we approve up to $20,000. So I'll just show you one more screen. Mm-hmm. So let's say for instance, your treatment plan is 2100 bucks.
So you click 2100. And then what we have here is basically. A menu of options like, you know, burger King, have it your way. Other, partners of our, of ours call it the Cheesecake Factory Menu of options here, we usually have three to six options here, right? We highlight the one that's the most affordable.
So, hey, patient, you don't have to pay $2,100 today. Again, sigh of relief, right? You can pay 48 months, 48 to over 48 months, 56 bucks. In this particular case, it's a dollar down payment. Again, eight APRs vary. It could be 0%, um, or higher. In this particular case, let's say it's 12.99, you see everything very clearly delineated.
There's no tricks, there's no penalties. Uh, we don't do any kind of deferred interest. If you're familiar with that, maybe the patient wants 0%. We have 0% options too. And so the idea is, and they just kind of select what they want. They kind of go through, the process. Make sense. Go the z
Michael: go to the zero present one real quick.
Sure, no problem. Okay. Okay. Gotcha, gotcha, gotcha. So it, it all changes throughout the, you're not set with the percentage then?
Jay: Correct. So the, the idea is, The patient gets to choose what's best for them, right? We don't wanna make a judgment call, right? We don't wanna be judgmental, period in life, right?
We don't know what shoes the other person's sitting in, but particularly the dental office. I mean, you don't know whether somehow someone is dressed and, and we shouldn't be making that. Let's let the patient decide maybe they're comfortable with 121 bucks a month. But maybe they're not. Maybe $56 is more comfortable for them.
We let them decide, and that's kind of the power of the solution. There's again, three to six unique offers that they're getting, and they choose what's best for them. That's kind of part of the secret. If you give a product that's customizable to the individual, They're gonna like it more, and oh, by the way, they're going to pay us back at a higher rate, right?
Which lowers the defaults, which again allows us to loan to more people. here's something like I learned early on. So payday loans, right? Terrible, horrible, predatory, four, 500% terrible. Mm-hmm. Well, why? Why are they four or 500% It's not because the money costs four or 500%, right? I mean, you can get a loan from a bank now even with high interest rates.
12%, 13%, right? But the reason is because maybe five out of 10 people don't pay it back. So the five that do pay it back are paying for the five that don't pay it back. So that's why the interest rate is high. But if you can create a product that's customizable down to the individual you have a greater amount of people that pay you back.
It's kind of like a self-fulfilling thing. You can continue to loan to more and more people so that your approval rates continue to be higher and higher and higher and satisfy more patients. And that's been kind of our goal from day one. We want people to pay back. So we, have developed unique offers for every individual.
Michael: Mm-hmm. Can they customize also the down payment due at
Jay: checkout? Yeah. Yeah. So they can, for instance, you can, um, Let's look at here. Let's say they wanna lower the $56 a month. Let's say it's still too high. Mm-hmm. You would just go click here and say, okay, I wanna pay 500. What? What? I just wanna make sure remember the 56 30?
Mm-hmm. So let's say they wanna make a $500 down payment, right? Because they wanna lower the monthly payments. You click update and then magically what happens? It's $42 a month. So totally customizable, and a lot of people do that, and we want them to do what's most comfortable for 'em. I don't wanna dictate what's best for them.
I, I don't know what they want, but they know what they want. So let's give them the option. when you go to the Starbucks drive-through, do they tell you what coffee to get? No. You know, you can get 10 different variety, 20 different, uh, variations of a macchiato. That's why they're successful.
Michael: Yeah. Interesting. Jay. Okay.
so a couple questions I have when it comes to the technology, because you said this is new, right? Disruptive technology, nobody's doing it in the industry or, no, I mean,
Jay: every, their, their patient financing has been around.
For 25 years. but historically, even today, it's very much FICO driven. So if your FCO is 6 81, you get the credit you need. If it's 6 79, you get decline. It's like a straight number. Right? And there's companies that provide those numbers. There's. You know, uh, vantage, and there's various, you know, uh, Experian, TransUnion, et cetera, to provide the number.
So most of the companies historically just do that. And there's not really any technology there, right? That's mainly how banks are like old school patient financing companies that have been around since like 1990. That's what they do. But, but think about this example. let's take you and I, today.
Our FCO scores are six 50, right? Both of us, like it looks like we're the same, right? But what if a year ago, yours was 600 and mine was 700, Who's the greater risk? We're not the same. Six 50 is not the same. You're a much better risk than I am because you're on your way up, you're trending. And I'm on my way down.
So our offers might be a bit different and they should be a bit different. We can't be treated the same. So we look at thousands of data points. It all basically, and we're not getting any kind of secret information. This is, we're doing a soft data inquiry, right? So we're getting kind of condensed data.
and then we take that data and we use it to model basically we measure it against our, our AI model. And then it spits out the information. Okay, approve, not approve. If we're gonna approve them, how much are we gonna approve them for? What's the a p r? you know, then again, what's the e fee, if there's a down payment, et cetera.
So it's that uniqueness that enables us to up with an offer that could be very different than someone else. So typically, a lot of the folks that we're approving people aren't touching with a 10 foot pole. Why? Because historically, if you're measuring things by fico, it's just not real accurate for installment loans of 18 months or 24 months.
Mm-hmm. So we have confidence that we're gonna get paid back. And in terms of our, you know, numbers, people do pay us back, at great rates. So that's, I think, the difference. It's. Everyone is a bit different in the world. every American is different. When they apply for credit, they're different. And you have to have a product that takes that into consideration.
We're not like just a score, right? We're, we're made up of, of thousands of different, you know, uniqueness characteristics, whether you're, I'm not talking about finance, but just in general, we're all different. Mm-hmm. So you need to have kind of a scoring system, a mathematical model that takes that into, into consideration.
Michael: now when it comes to, when it comes to this, I know you mentioned soft data, our data pools mm-hmm. And what's behind the soft
Jay: data pool? So basically how it works is.
These credit agencies basically charge money, right? To companies that would like to pull your data. Of course, it's with your authorization. So I, I don't know if you remember on, on the iPad there's clear authorization that says you, you know, agree to having your, uh, credit soft pulled. So basically it's like a condensed credit file.
Mm-hmm. Okay. So, If you get that condensed credit file, that soft inquiry, it doesn't have any impact on your credit score, If you get a hard credit check, which by the way, nearly all the patient finance companies use, why do they use it? Because it has much more granular data, And they basically take the granular data, they feed it into their kind of limited model and, and they say approve or not.
Our technology takes the condensed, takes the more limited data, and then we feed it into our proprietary model, and it gets us to an answer that's satisfactory such that we don't need the hard credit check. And oh, by the way, hard credit checks are terrible. Like, like if you're, you know, if you're buying a house or an apartment.
it hurts you, it's questionable in terms of how much and and how long it's, it hurts you on in terms of your report. Mm-hmm. But it clearly hurts your credit for a period of time. So we avoid that. We avoid the friction in the office staff because of that. And again, they're regular people, just like the folks that are walking in.
They don't wanna offer a product or service that's going to hurt their patients. Right. That's just not human nature. So it reduces the friction. So when they use, um, you know, when they're working with us, you know, some that working with, you know, with the iPad, they can be comfortable that it's only a soft inquiry.
And so that helps us get a lot more utilization than, than the company that they used before. You know, we got to their office. Yeah. Does that makes sense?
Michael: Yeah, that makes a lot of sense. I know a lot of the times like. When, I remember when I was trying to build up my credit, like it was in the 600 s and I'm like, oh man, I, any little thing, hard inquiry.
Oh yeah, you get outta there, right? Like, I didn't want that
Jay: terrible Yeah. Kind of thing. Yeah. Like, I'm, I'm like, I'm like paranoid. Like I, I have, you know, um, those free credit services and I look on the report because you, you wanna check it like you, you, or if you're in the process of buying a house or whatever, or a car, you, you don't want your hard credit check.
But even if you're not, like in general, there's really no reason like, When I, I was telling a story when I got to, when I moved to LA and I went to the T-Mobile store, they took down my information and before they even asked me what package I wanted, they were like, oh, we need your social security number cuz we need to do a hard credit check.
And I'm like, why? Why do you do a hard credit check when you don't even know what, what I want? Like what if I want prepaid? Mm-hmm. Like, I'm gonna, I would maybe pay you the cash. Now, that's not what I wanted, but they're like, no, we have to do a hard check. It's like, no, well you really don't. Just that they don't have the technology in place to kind of determine the credit worthiness of that customer.
And we do. So that's why, it's a soft inquiry and we're, I believe, the only company that does it throughout in terms of the app, the, uh, approval process. And then when they actually take the loan. Still, no, our credit check. Wow.
Michael: Okay. So I never thought about that, Jay. I always thought it was like a people problem instead of a technology problem when it came to like being approved.
Jay: It's not, it's, it's, it's, I'll tell you, it's like a co it's a complex math problem, right? It's like this guy who has a six 10 fico, let's say has a job she has a job, they have money in their checking account, But based on historical, credit worthiness standards, They are not getting any credit card whatsoever, right?
Because it's been told by them that it's not happening. But we look at it very differently. Like if it's a $2,000 installment loan and it's over 24 months, the question is, does this person have a hundred dollars? And they're checking account every month cuz we're pulling out of their checking account.
And the answer is generally yes, but it goes against. All the kind of the credit, decisioning that's been going on since like 1950. I mean, I brought something here, which kind of cool. So you're, you're from the West coast. This is a credit card application. There's a store called Gimbals based in, I believe, Philadelphia.
Open in 1880, close in like 1987. This is actually, we kind of see it here. This is actually a credit card application from 1967. Pristine condition. Okay. Yeah. So what's interesting about it is if you look at the question that's kind of small, prince, I'll read, if you look at the questions, the same questions of what's your income, do you rent versus own?
Are you married versus single? this is 1967. So what have credit card companies and patient financing companies done? All they've done, this is the same 1967 application. They've just digitized it. They're asking the same questions. I guarantee you, if you go to an office that has another patient financing solution or you go to Target or you go somewhere else, they're going to ask you married versus single.
What's your income rent versus zone? These are questions literally 60 years old, and they're still asking, this is basically what you see today is digitized. So it's, there's like a lack of innovation that has taken place that actually hasn't taken place, right? And, and specifically patient financing in 30 years.
Literally nothing. Literally nothing. And so what we're doing is we're focusing on the technology and solving the math problem. And helping a heck of a lot more people get approved and get the dentistry they need. And that's why we're growing so rapidly. Gotcha.
Michael: So then I like that part where you light bulb, I mean like it, it opened my eyes.
It's true. It, we just put it on a computer and now we're kind of like presenting people and we don't really see the need to change until you kind of showed us the demo. I have a question. True. When it comes to the risk on this, let's just say, okay, six 10, right, credit score, I'm gonna pay you back. And then we do the sun bit thing and then we're like, okay, boom, I'm gonna pay 58 something.
He pays the first one, then he kind of skips on the second one, third one, oh no, it's starting to go down, right? It doesn't look good. Who runs the The risk there?
Jay: So. we do non-recourse loans, which means we take full risk. let's say you're, you're, you're at the dental office and you do a, a $2,000, uh, transaction for, I dunno, bridge, crown, et cetera.
Two days later, we send those funds to the office, then we sit back and we wait for the patient to pay Huss if they don't pay for whatever reason. That's my mistake. You guys are sitting on the money within two business days and we will never claw back those funds. So we, we are taking the risk.
And as you can imagine, that being said, you know, we have a very heavy duty data analytics, you know, risk fraud, et cetera, group that manages this risk. And obviously there's a lot of, Techniques that we use in the process to kind of minimize this. But we also have a huge collection group. So we have a customer, uh, care center, 160 people in Las Vegas.
Our employees, we manage it top to bottom and we call it like collections with kindness. So it's really, really important for us. To maintain those relationships because we have al also customers that are fixing their cars, uh, getting a new set of tires, new batteries, and those same cu customers are our dental customers as well.
So there's a lot of, cross vertical, uh, customers. We have even more when you think about it. Remember, we're not, we're not financing powerboats, right? It's not like someone goes and says, I'm gonna buy a $30,000 powerboat and then I'm not gonna pay it. Right? These payments on average could be 70, 80, 90, a hundred bucks a month.
So generally when that's the case, plus the process is good. It's very clear they, you know, we only work with, you know, great partners. they may be late by a day or two, so we'll call them up and say, Hey, what's going on Very nicely. And generally no one wants to ruin their credit for 70, 80, 90 bucks.
Mm-hmm. A month. Now, if it's a $30,000 power boat, That's kind of a different calculus, right? You may want to say, I want the powerboat and I don't wanna pay for it. Right? And it kind says okay, kind of. I understand kind of the logic there. I don't agree with it, but I understand it. But in dentistry and auto and the other verticals we're in, typically it's, it's high frequency, lower dollar, monthly payments, and generally people are paying them uhhuh.
Michael: That makes a lot of sense. So then, Into practice. Let's just say somebody's listening and they're like, oh, cool. Sun bit. Right? I'm gonna check 'em out. I'm gonna try it. But they already have like Care, credit, lending Club, Verity, right? All these other ones. Is this just another add-on? Like do we just add it on?
Or what do you recommend? Do we take others? Would it even make sense to have other ones on anymore? Cause we have some bit.
Jay: Yeah. It wouldn't because we, we like to say we are the waterfall because we're approving folks from 500. So every single patient that has a 500 FICO and higher. We're approving. So again, it's 85 to 87% generally.
So that's higher than all those solutions combined. Right. Even if you kind of stack 'em up. Mm-hmm. Um, so when we go to an office, we believe, and I think it's been proven by, you know, we've got 9,000, uh, locations in dentistry that we believe we have the best. Financing product out there for patients, bar none.
the process is better. The approvals are better. So if an office has multiple products, well, here's a question. I mean, if they have multiple products, why do they have multiple products? Right? It's like, it's the old saying, like, if you have two quarterbacks, you have no quarterbacks, right? They have, they have four products.
Cause they had one, right? And then they had two didn't work, then they had three. It didn't work and they had four. They use us and generally they eliminate everything. that they typically use in the results are better because we're eliminating a lot of friction. The office staff loves the tool we have.
we have a appreciation program for the offices as well. We have a Sun Beast program, which, you know, they can get, you know, uh, for just doing the regular course of their work. They can get, you know, gift cards, et cetera. Uh, we also do some fun stuff as well, but in, in general, we are the primary financing provider of all the offices that we're in.
Michael: Gotcha. Sun Beast is the appreciation program. Correct, correct. Oh, okay. And that's with like the
Jay: practices? Correct. So we have, right. So if you think about it, you know, we're, we, we've got right now 40, I, I wanna say 50,000 sun beasts because we have an application and, and then when we train an office, they download the application and then we, you know, send them cool things like they're just different promotions and things like that.
They can learn that we have like a, you know, a sun bit tip of the week, things like that. We want to. Train appropriately so that the office team members are really, really comfortable. We also wanna make it fun. Like we don't wanna be, you know, the boring finance company. Like we wanna be the guys that are helping people doing it the right way, not charging any crazy fees or anything like that.
We don't do any kind of, you know, deferred interest. we think we can be the good guys, be profitable, and, Help a lot of patients get the treatment that they need. Gotcha.
Michael: What are the, what are
Jay: the fees? So the fees in, in general, they're risk based. I won't go over like in detail, but in general, the fees are pretty much the same, very, very similar on a blended basis as what they're paying today.
The difference is they're gonna get double the amount of approvals and. They're gonna have more people apply. So it's very common that they see our practices and our groups and our DSOs. We've got, you know, large groups, mid-size groups, single location groups. Um, it's very common that we see three x four x, five x, the amount of production with Sun Bit.
Then whatever they're using today, because again, it's so easy in the high approvals, but the cost is basically about the same as what they're paying today.
Michael: Gotcha. Yeah. And I noticed like it's never, that's never really the issue when it comes to like, uh, presenting or when it comes to accepting this, right?
Like let's just say, yeah, I'll take some bit, right? Or I'll take another third party. What's the issue is more like the patient's accepting it, right? And the one barrier is like, oh my gosh, you're not approved. You can't, even if you wanted to accept that, you can't. Right. So that's a barrier lifted with some bit, both.
In your experience, what's the best way we could present this to a patient?
Jay: It's a great, that's a great question. That's a great question. It's something that we, we talk about quite a bit in our training. So what we like to say is, Have the iPad, do the talking, right?
Show them the product, say, hey, you know, when you go through the treatment plan, you know, you do the comprehensive oral exam, you do the treatment plan, you're sitting down with the tc and the TC generally says, or the office manager says, Hey, You know, it's $2,500, but you don't have to pay everything today.
Let me get you qualified. Takes 30 seconds. No hard credit check again. Cuz what happens is it's such a pressurized experience and it's happened to me too. Like even like prior, prior to Sunbelt, family member needed some significant dental work. It was like seven, $8,000. And you're like, you gasp. You're like, oh, man, that's like crazy, right?
Mm-hmm. It's not cheap. It's, it's not getting cheaper. It's getting much more expensive. So what happens is the person goes with, you know, sits down with the tc, they hear that number. All of a sudden there's like a wall, right? There's a wall that's built. It's panic. You're, you don't know what to do on one hand, you need to get the work done.
On the other hand, it's a crap load of money. And you're like, what do I do here? And you've stopped paying attention to whatever that other person is saying because all you're thinking about is the, the little thoughts in your head, like, how am I gonna pay for this, right? Mm-hmm. And again, it doesn't matter if you're making 300,000 a year, a hundred thousand a year, 50,000, it doesn't matter.
It's a lot of money, right? No one budgets for this. So when the TC can put the patient at ease and say, Hey, I know this might be a, a large sum, but hey, you don't have to pay for everything Today. We have a patient financing solution that approves, 85, 80 7%, let me walk you through. It takes 30 seconds, no hard credit check.
And then usually what happens is there's like a sigh of relief. The wall gets removed, there's a bit more openness, right? It's, it is very much like human psychology or, and it's, and that's what I've kind of, it's, it's very interesting and. The wall gets, uh, broken down and the patient is able to communicate clearly with the TC and the TC with the patient.
And once they do, they show the demo or they show the the iPad. It's a very easy, simple, understandable process. And, and that's generally the best way to do it. just want to kind of let the iPad do the talking. Yeah, I like that. And present it. But you gotta, you gotta present it like it doesn't, we can't approve loans.
If the iPad isn't presented right or if, yeah, you have to basically understand that hey, 40 to 50% of patients that walk in the door have less than a thousand dollars in their checking account, right? Mm-hmm. And if you wanna truly help patients, right? This is a huge impediment to case acceptance, right?
Like money. So if you can help them, then help them with this. You can get them more treatment, which is I think, the goal of everyone that's working in the office. Including the, the
Michael: dentist. Mm-hmm. Yeah. Yeah. It is the goal. I mean, but that's the thing we have to remember, like to present it right. Um, all the time to the patient.
Yeah. But I like what you said, how, how it's human psychology. It's true. Even if get approved, cuz for example, let's just say you have the cash and you don't get approved. Sure. You, you're, you're in a negative flow now, right? You're like, of course. Of course. I didn't get approved. That's what I thought.
You know what? I'll, I'll, let me talk, talk to my husband, my wife about it. You know what I mean? I'll get back to you, blah, blah, blah. But when you're approved and you're like, oh, I never get approved. I'm approved.
Jay: Exactly. Wow. Look, Michael, I've seen people cry. Mm-hmm. Tears of joy when they get approved.
I've seen it multiple times. I've gotten hugs before and like, it's, it's very weird. Like it's, it's, it's a beautiful thing, but it's very strange for it to happen because it's so infrequent. But you understand, We're not doing brain surgery here. Let me just put that out in front.
But we are helping people with their oral health, which, which impacts the rest of their body, And if we can help people, Full spectrum of folks that normally can't get helped. It's amazing. And you're right there. There's two sets of what happens here. They get approved and they generally haven't gotten approved before.
In some cases, they're super happy, but the alternative is in the past, when they get declined from other providers, they do not come back to the office. You know, it's like the Terminator when he says like, I'll be back. Yeah. He never comes back to the coffee shop at the end. And you remember he, he never comes back.
Mm-hmm. Right. So it's, it's kind of a gr it's, it's really a gratifying thing that you wanna help these folks, and this is a great tool for case acceptance, you know, increasing the production of the office and helping patients get the treatment that they need.
Michael: By any chance, Jay, do you have any like, stats on how this has improved, like any specific practices, you know what I mean?
Of course.
Jay: Yeah. I mean, we have, we have lots of case studies. I mean, we've, we've seen cases of, you know, ebitda, Significant ebitda, uh, improvements, significant production case acceptance. We've seen sometimes 30, 40%, uh, increases. significant. Um, because again, if you're offering something that approves nearly everyone, you're going to get great results, right?
Because keep in mind, from the office perspective, if you offer and someone gets declined, just like the patient won't come back, the office staff. Won't offer it anymore. So that's what's typically happened. So there's, you know, there's, there, there, you know, a large competitor out there that's been around forever, but a lot of people don't use it because they have, been declined.
You know, the office has declined folks, so they just stop offering it. But, so even though they've stopped offering it, that doesn't mean that the patients walking in the door don't have needs. Right. They of course have needs, you're just not offering it to them.
Michael: Interesting, interesting. Okay, so Where can we reach out to you if we have any questions or concerns? Sure.
Jay: So, um, the best way is, uh, sun.com, slash dental. can also email me. So I manage the dental practice at sun j y sun.com and happy to, help anyone that, whether it's, again, whether it's a single practice, you know, single practitioner, Multiunit group or large d s o we work with, um, all of them.
again, we wanna help people. We wanna do it the right way. And, and really that's why we're, we're growing at the rate that, that we are.
Michael: Nice. Awesome. So guys, that's all gonna be in the show notes below, so definitely reach out to Jay and Jay. Thank you for being with us.
It's been a pleasure and we'll hear from you soon. Great. Thank you
Jay: very much, Michael. Appreciate being on.
(If you DO want to work with Crimson Media Group, be sure to mention this podcast/ episode!)
Reach out to Crimson Media Group here: https://thedentalmarketer.lpages.co/crimsonmediafree/
Shane always gives all our listeners a: Free Marketing Analysis (just mention our podcast name)
Hey guys, welcome back to our Monday Morning Marketing series! Today, Shane Simmons and I are lunging into the untapped potential of your online presence. In this episode, we explore the crucial importance of tracking where your patients are coming from, and the nuts and bolts of how to do it! Getting well versed in your patient traffic flow will help you to make informed decisions to optimize your digital marketing efforts. Nobody likes to question whether or not their website is actually doing anything, right? Well, let's discover how we can make yours a valuable tool for growth, guiding you towards a thriving practice in the digital age!
Step into my conversation with Shane Simmons this week, and we'll learn the vital intricacies of websites together!
You can reach out to Shane Simmons here:
Website: https://www.crimsonmediagroup.com/
Facebook: https://www.facebook.com/crimsonmediamarketing/
Other Mentions and Links:
Installing Conversions with Google Analytics Video
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Shane. So talk to us about websites. How can we utilize this, or what advice, suggestions, or methods can you give us that will help us actually attract new patients through
Shane: websites? Yeah, Michael, I mean, our website, I think this is too many times. We look of it and we think of it as just kind of like a digital billboard for the practice, and we know it's there.
It's a necessity, but. A lot of practices we talk with don't really know what they're getting from their website or how patients are finding them. And so that's really what I wanna focus on today and, and the first piece of advice, and probably the most critical piece of advice that I would give anyone when they're reviewing their website or building a website for their practice is, Make sure that you have the proper tracking set up and in place.
And what I mean by that is there are things that you can set up in Google Analytics and uh, Google Tag Manager for anybody who's heard of that. Where if somebody fills out a form on the website, you can actually go into your Google Analytics account and you can set up what are called conversions, where Google will show you, you know, how many form submissions you had on your site in the last.
30 days where those form submissions actually came from. So what was the first touchpoint? Did they go, uh, to a Google organic search and that's how they got to the site and filled out a form. Did they come from a Facebook ad? Did they come from an insurance referral? You can start collecting that data.
So each and every month, like what we do at our agency is we review that data with our clients and say, you know, hey, we had 20. You know, form submissions from Google Organic. We had 15 from Facebook ads, 10 from Google Ads, so on and so forth. And so that's the first thing is make sure that you have conversion tracking set up so you know that your website is doing what it's supposed to be doing.
And then if it's not, then that's when you can go in and start to make some changes in corrections. So that's number one. The second part about the tracking is, uh, call tracking. And so I make, tell everybody you have to have call tracking on your website, so you know, again, where are your patients coming from?
Are they coming from Google? Are they coming from a referral or insurance, whatever the case is. Have some form of call tracking set up. That way you know where those patients are coming from and the, and the blowback that sometimes very few, but some people will give us on that is, well, if I change the number on my website to a call tracking number, I.
Is that going to throw off my patients? And the answer to that question is we have dozens and dozens of accounts who have call tracking set up, and we have not heard one message about somebody saying, this isn't your phone number, or you had the wrong phone number on your site. Because in the world we live in on our mobile phones, people just click that call button and that's it.
Right? They're, they're not memorizing their dentist's phone number anymore, so don't worry about that. It's imperative that you know where your. patient base is coming from. So that's number one is, is call tracking and form tracking on the site. Michael. Um, the second thing that I'll go into is your site structure and making sure that your structure is set up properly.
So the way that I kind of put this in dental terms is if you were going to place an implant, uh, you had the tooth extracted and all of this, and you're ready to place that implant. You'd wanna make sure that the bone structure is there and is healthy for an implant. Same thing goes for your website. You need to make sure that the structure of that site is correct before you start sending traffic to it, doing SEO and all of these different things.
And so, What site structure boils down to, in nerdy terms, is making sure that you have one H one header on your website. You can Google this, it'll, it's really clear, but it's basically the first biggest heading on your site. That's your H one header, and that's the most important header on the site because that tells Google what the page is about.
Then under that H one header, like for your subsections on a page, Those would be your, what you call H two headings. And then you have H three. So it's like a bullet point system of prominence down to, you know, maybe the, the least prominent on the page. You need to make sure that that's set up correctly.
Because if you have multiple H one headers on a site, which we've seen in many dental, uh, practice sites before, or, you know, uh, that structure is, is all over the place. It confuses Google at the end of the day, and anything that confuses Google is going to hurt your presence online. So make sure that you have the proper site settings, uh, set up.
You can do a site map lookup. Um, it's a free tool online that you can use and see that you have that, uh, set up properly. And then the third thing that I'll touch on here, Michael, before we kind of open it up for questions for you is, you may wanna look into having a web chat on your site. And, and this is something that.
Uh, we really like using with, um, some of the different vendors that, that we work with to have a web chat put on there. That way your team can get notified anytime. Somebody may have a quick question on there. Maybe they wanna know if you're a network with their insurance, whatever the case is. It's all about convenience for the patient at the end of the day.
That's why we love having web chat, online scheduling, all of these tools where thinking about, you know, if you were the patient, what would be the most convenient way? For them to get an appointment, at your practice. And that's really what you need to do is put yourself in the, in the shoes of the patient.
And if you do that, you have, you'll form, um, a web form chat on your site. If you have online scheduling on your site, you have that hierarchy set up properly, like we talked about in that site structure, and you have that call tracking and form tracking set in place. You're gonna notice a big difference in how your website is actually generating patients for you, rather than just feeling like your site's there just to be there.
Michael: Mm-hmm. Gotcha. So these are three really, really key, uh, factors important. One thing I wanna rewind back on is where you talk about proper tracking needs to be set up in place. How do we even get started with this? So if you could, I guess, like. Walk us step by step. We're on Google Analytics now. We, we set it up or I'm pretty sure that's a lot of people have it set up or they ask their agency to, to see it.
Now how do we kind of look into it?
Shane: Yeah, so once you have Google Analytics installed on your site, which everybody listening to this should have Google Analytics on their site. It's a free tool and it's, it's a great tool to use to give you insights. Once you have Google Analytics set on your site, um, that's when you'll want to go to something that's called Google Tag Manager.
And so, uh, Google Tag Manager basically allows you to put a snippet of code on your website. On certain areas where conversions would happen. So if somebody were to fill out a form on the site, once they fill out that form, Ideally they should go to what we call a thank you page, where a screen loads and it says, you know, thank you for filling out the form.
We'll be contacting you soon. And on that thank you page within Google Tag Manager, you can copy and paste a piece of code that basically tells Google if somebody sees this page. They have filled out a form on the website, and that's a conversion. And what Google does is it installs cookies on that person's browser so it knows where that person came from, whether it was from a Google search or from Facebook or Instagram, whatever the case is, they know that.
So then it's gonna give you that data back. That said, this form submission. Was through, uh, you know, a Google search. So that's the first thing and is in Google Tag Manager. The second thing that you can do, and I I think this is really underutilized in Google Tag Manager, is you could actually, uh, put uh, like a tag on a button on your page, um, and then take appropriate actions from there.
So what I mean by that is, let's see, we have a video on the homepage of your site and you wanna track how many people watch that video. who interacted with it, these type of things. You can actually, within Google Tag Manager, just put a piece of code on that button where people click to watch the video, and it will give you direct feedback of, this is how many people in the last 30 days, watch the video, here's where they came from.
And then what you can do is then use that to retarget them on Facebook or Instagram maybe, where if they saw your video on your page, you can then start to put, you know, patient reviews in front of them and things like that. So, There's so many things that you can do in Google Tag Manager, obviously, you know, our agency, uh, helps practices with that and we set that all up for all of our clients.
But if you're, somebody who wants to try to do that on their own, um, go to YouTube, type in, um, installing conversions with Google Analytics or Google Tag Manager, and there are step-by-step, you know, walkthrough videos there. If you have some experience in, uh, backend web development, um, you may be able to do that yourself.
Gotcha.
Michael: Okay. So where do you recommend we put these Google tags? So you said specific conversion pages. So if you're making a website or somebody's looking at their website and they're like, man, I don't even know. I just asked my agency and they give me a report, or they tell me this, but I don't even know where would you recommend you put these tags on there?
Shane: Yeah, great question. So first off, make sure that you've tagged any, if, if there's form submissions happening on that site or that landing page, make sure that you're tagging those form submissions and that's going to a thank you page. That way you, you know, that's the, the lowest hanging group. The easiest thing to tag right there, a new lead is anybody that fills out a web form.
That's number one. Um, if you have online scheduling, which as we know, a lot of practices do have that now. You can tag the button there. in the online scheduling, so you can see how many people actually clicked to schedule online. We would recommend tagging that. We also tag anytime someone has clicked on the phone number on the site.
Even though we have that call tracking in place, we still like to know how many people, actually clicked the number on the site and where they clicked it at. And then the fourth part there is if you have any video content on the site. Tag that as well, so you know how many people are actually watching those videos and engaging with it.
Um, if anybody, because if you spend thousands of dollars to maybe get, you know, videos done and nobody's watching them, you're not really using that investment to your advantage. Maybe that video needs to be placed somewhere else on the site, or maybe it's not clear. Maybe there's like a small play button and it's not clear to the person that that's a video.
So all of that data will allow you to see how can we get this video in front of people easily where they know, you know, it's a video that they should watch when they come to our site. And you can start to track that. So those are the areas, the thank you page or contact us page. Um, once they've filled out a form, online scheduling button, if they've clicked that phone number, tag your phone number and any video content that you may have on a webpage, those are four right there that if you start tagging those, it's gonna give you a great amount of feedback.
Michael: Gotcha. And so if we ask our, let's just say our marketing agency or company, Hey, let me see the numbers for this, right? What are we looking for when it comes to like, oh man, nobody's filled out web forms. Or like, there hasn't been that many people clicking on phone numbers or onsite, or they don't even provide that.
What are we looking for to ask when it comes to this particular question with analytics?
Shane: Yep. Yeah. So the first thing you wanna look at is for any calls that we've had to the practice, um, you'd want to take a look at those calls. Where do those calls come from in your online marketing? So you'd like to, you know, get a report so you can see Google Organic calls versus, you know, if you're running Google Ads or Facebook ads, how do those calls break down?
So that would be the first thing. Um, second thing that you would want to ask for is, For any of our contact form submissions on the site or online scheduling, what are the analytics like as far as where patients are coming from when they're filling out that information. So that would be, uh, an important aspect there because I.
If you see that you're getting, you know, 80% of your form submissions are coming from referrals or existing patients, and you're spending thousands of dollars on online ads and you're not seeing, you know, very many conversions, then that's, you know, a red flag to know, okay, maybe we need to shift our focus or the campaign, whatever the case is there.
So knowing where those, um, form submissions, contact form submissions. Actually came from is a great, you know, insight to ask your agency if you're working with someone. And then the easiest way is just be able to look at the site and say, okay, I see how many visitors we had that came to the site. I see how long, you know, the average person spent on the site, all of this data, but.
What you really wanna look for is where's the acquisition, where are they coming from? And they should be able to provide you a report where you can see, where your patients are actually coming from, um, in the practice. And, and the rule that we have at Crimson Media is ideally if you're, you know, you want Google Organic to be your number one source of new patient traffic.
Then any sort of digital ads you're running. And then third would be, um, referrals or existing patients who visit the site directly. That's kind of the hierarchy that we like to see, um, as far as where patients come from.
Michael: Gotcha. That's a good rule, man. Okay. And then when it came to web chat on our site, which one would you recommend where you're like, we've seen fantastic results from this, and if you can let us know, which one would you say like, there's lots of kinks to
Shane: work out.
Yeah, we've, I mean we've seen a lot of them. Um, I would say our go-to and favorite one to use is through Swell. Um, so if you use swell for your online reviews, which is where most of our clients, we use them as well, full transparency there. but they have a, a web chat as well, and a lot of people don't really know that, I don't think.
Mm-hmm. And so, We've had a lot of success with swells, web chat, um, very easy to install for your agency, and, uh, has some great prompts and things in there that you can build in. And I think it's just overall the smoothest, interaction for the patient too. Some of these web chats out there that I've tested and demoed have been just a little.
Glitchy, uh, and they just aren't very user-friendly, whereas the one that we've used was swell. It's just very user-friendly, it's clean looking, and we've had a lot of success with, with those, but there are so many out there you can research and see what one is best for you. But that's been the, the one that's been most successful for us.
Awesome.
Michael: Shane, I appreciate your time and if anyone has further questions, you can definitely find 'em on the Dental Marketer Society Facebook group, or where can they reach out to you directly?
Shane: Yeah, they can, as you mentioned, dental marketer Facebook group, we're always hanging out in there, but you can also go to our website, crimson media group.com.
If you come in, if you book a, you know, a free marketing strategy, um, call with me. Uh, let me know that you came from the dental marketer, Michael, and, uh, we'll hook you up with a special surprise. Yeah, that's
Michael: a cool thing. Everybody listening gets a very comprehensive strategy. When you book it with Crimson Media Group.
So guys, go ahead and do that. It's gonna be in the show notes below. And Shane, thank you for being with me on this Monday morning marketing episode. Thanks, Michael.
Today we're going to introduce a game changer in the dental practice management software world...
Oryx!
This is an innovative, all-in-one, cloud-based practice management software, and it offers an array of powerful features that are custom built for dentists by dentists ready to revolutionize the way you work. Oryx is giving all of our listeners an exclusive deal, so schedule a free personalized demo here! https://thedentalmarketer.lpages.co/oryx-deal/
Guest: Rania Saleh
Business Name: Oryx Dental Software
Check out Rania's Media:
Website: https://www.oryxdentalsoftware.com/
Email: hello@oryxdentalsoftware.com
Other Mentions and Links:
The Happiness Advantage - Shawn Achor
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Do your best to educate patients, and then let them decide whether or not to move forward with treatment. This will give patients a more inviting atmosphere!
- Your brand reputation starts before patients even enter your practice. Be sure your forms and online presence is as updated and clean as your practice!
- Sometimes a visual representation of risk areas is just what patients need to understand the treatment plan.
- Promoting patients with NO dental problems is a great way to attract new patients!
- Don't focus on just the negative areas in a patient's mouth, be sure to show them what is looking great too!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Ranya. How's it going? Doing great. Thank you. That's wonderful. I spoke with you and I met you in the first making of Demo Startup retreat, and you gave one of the best speeches there, not because of like, you know, oryx obviously it's wonderful and it's great and everything like that.
But because you touched a lot of our hearts, my heart, my wife's heart, everybody's heart, right? And I kind of wanted to backtrack a little bit and tell us a little bit about your past from that point on your present. How'd you get to where you are today?
Rania: So I started as a general dentist. Uh, practicing right outside of Washington, DC and I was an associate for a couple of years, then decided to have my own practice, and that worked well for me.
So it grew into a larger practice, multiple locations. I was doing really well. I was really happy, and I got pregnant with twins, had to be on bed dressed, and my practice went downhill very quick. and I couldn't understand why that was happening. And I started looking into our systems and into what the associates are doing, and it was all the same.
So the same associates, the same front desk, the same marketing. Uh, how did we go from doing so well to doing so poorly? And I realized that we weren't implementing the systems the same way we were when I was in the practice. And I realized that a lot of the system were just in my head. I wasn't translating that to everyone.
Um, and I started creating a little system just to, uh, put my practice back on track. Um, and I had gone through the Coy Center, so I loved John's systematic approach. I loved how you can look at the patient, gather some data, and you always come up to the same diagnosis. Started showing it to other people. They liked it, and this is how Orx was
Michael: created. Nice. So you are the one who created it cuz of the pain points that you were experiencing? Yeah,
Rania: in a way with a large group behind me, but Gotcha, gotcha.
Michael: If we rewind a little bit, Rania, um, talk to me about your process of becoming a dentist.
Rania: So, um, my parents are dentists, so it was kind of an easy choice. Uh, my brother is an orthodontist, my sister is a pediatric dentist, so they always, my parents always pushed us towards dentistry. Like it's the best profession. it was a bit of a no-brainer for me to go to go
Michael: into dentistry.
And so you came into dentistry and then from that point on, you always thought to yourself, I'm gonna own my own practice. Or how did that come up? Um,
Rania: yeah, I dunno. No. I started as an associate not really knowing what I was doing. And, uh, I went to a very insurance heavy practice. and I didn't like the systems.
I didn't like how fast paced, extremely fast paced it was. Um, I didn't agree with some, some of the treatment protocols that we had, but I was in a way doing my job. Mm-hmm. Uh, And that was like maybe 2007 when the economy was collapsing, everything was going so bad and we didn't have access to podcasts, like cures to the dental startup, to all that information about opening a practice.
And of course, the owner of the practice I was at was always discouraging me. Like, it's a lot of money. I didn't know you could take a loan from the bank. Mm-hmm. Like we didn't have access to all that information, so I was always discouraged to, to open my own practice. Um, but then when I started going to the coy center and I'm like, I want to implement a different level of care, I found it was really, really hard to do if and to change systems if you are doing it in someone else's practice.
and this is when I decided like, That's it. I'm opening a startup and I don't know how Yeah.
Michael: To any of it. Were you looking for immediately a startup, like from the ground up or were you looking for an acquisition?
Rania: I looked for an acquisition a little like for a short, wide, um, and I didn't find any good fit.
there weren't that many in the area where I was like, right outside of Washington, DC I didn't want to drive too far. so I'm like, okay, I'll just do a startup and I'll do it the way I want. And everything I looked at was like, now you see all these amazing startups, super modern, like on the grade decor.
But when I did my office and looking at offices, they were very ugly. And I couldn't picture my, I mean, it's silly like now if I'm evaluating a practice, I, I would look at numbers, I would look at product, I would look at a lot of different things. But back then I was just looking, oh, I, I really hate this space.
Michael: so you were looking more at the outside of it, the interior design, things like that. Yeah. I was thinking
Rania: like, if I want to create that vision for a practice, if I want my. Patients to have this amazing experience, it has to be done in a really nice space.
Michael: Mm-hmm. Yeah, that's true. And then, so fast forward a little bit more.
You mentioned you started running your dental practice and was it around the time where you're like, okay, my practice is going down, was when you gave birth to your twins?
Rania: No, so, so I started the practice and, um, I'll backtrack a bit. Uh, as I said, like I had the vision for the practice. So a friend who's an architect, had also a vision of how a practice should be, and they had a really amazing location.
Uh, we were featured in architecture and magazines. Google Ads were not very popular at the time, so we started, so Google ads, we got so busy, so quick, like we were, uh, breaking even by the second month or third month we were profitable. Very early on, we hit a million on the first year, we were doing really well and this is when my brother came and started doing one day of Ortho with me.
That turned into several days of, uh, a month, and then my, we had, um, a periodontist come and join us, uh, my sister-in-law. Mm-hmm. And then we had, uh, and the practice started growing into having associates. Then I started looking at another location. and after that I got pregnant. I had to be on bed dressed, and this is when the office started losing a lot of money.
Okay. It was not a hundred thousand alone that we were losing.
Michael: Wow. Why? What was going on? Where it was specifically losing? So,
Rania: um, the way we had the system in our practices, I was doing a lot of the exams and treatment planning. and then the patients would see different providers for the treatment. So they would see some of my associates fulfilling.
So, so I was in way screening the patient. Mm-hmm. if someone needed ortho first and then some Pero treatment and then maybe, A couple of implants, if it was a cosmetic case and we're, we're going through all of that, I would coordinate the whole case and they were going through the department.
and if they were fillings and, uh, some smaller treatments, some of the, uh, younger associates were doing, if they were more complex treatment, it was the more senior associates doing that. So, so we had all of this organized and I fear that when I wasn't in the practice, that piece went missing. So I was in a way the project manager.
Yeah. Yeah. and when that went missing, uh, we were looking at patients and new patients were coming in and it, and they were just seen in hygiene and see you in six months, were gonna watch this, this, and that, and that's it. So people were not, presented with a comprehensive vision for their treatment and for their health.
So, I think that was the biggest difference.
Michael: Gotcha. How long did that last For? A few
Rania: months. and then I started asking my associates to come to the hospital. So half my bedrest was in a hospital bed. Really
Michael: horrible. So it was, I'm sorry, you were in bed rest for how long? The whole
Rania: pregnancy. Oh wow. Like on week 12, I think I went on bed dress until I delivered.
Michael: Really? Yeah, it was, uh, man, Ryan, that's pretty tough. Like that's a lot. You know what I mean? Like, uh, yeah. That, and then on top of, how much were you stressing out when you saw these numbers?
Rania: Lot. You know, at the time I was watching Oranges, the New Black, and I was thinking to myself like, Jane is easier. At least you socialize with other people
Michael: is easier.
Rania: You know, you're not worried about the practice. Choose and bed dress. Maybe Jane.
Michael: Oh. it's funny how our mind thinks though, when you're thinking that, you're like, my gosh, it's going down. And so you're stressing out about that. You're stressing out about, I mean, your, your pregnancy. how are you guys and your husband and everybody, how's like the family handling everything in this situation?
Especially since you're, you know, orthos your family too and everything like that.
Rania: So like everyone was trying to help anyway they could. Uh, Because we did well early on I had some resources in the bank, but like seeing this depleted month after month was really stressful. And we were try, like I would speak to the office manager and she's like, I.
Our numbers are good. We're still getting the same, uh, amount of new patients. We're still very booked. And we s like I started looking at every piece of the puzzle, where aren't we doing well? And then I started looking at the treatment plan. So this is when I started inviting the associates. Let's review every chart and I would go through it systematically the way I learned at the COI Center.
So let's look at the four different areas your gums. Uh, your, teeth hugged, bite, jaw, joint, and smile. And I would give a patient a summary of their health in the four different categories. And this is where it sparks ideas for the patient. Where if I would say a patient might not be thinking about Invisalign, I might say something like, uh, You mentioned that you are happy with your smile.
I see a little bit of crowding, but since you're happy, we're good with that. And they might think about it and say, oh, you know, this bothers me a bit. Mm-hmm. Can it be done quickly, and this is where the Invisalign conversation comes, or I. Sometimes patients might have these very large restorations that they're not very concerned about, but maybe they're grinding also, or they have some bite issues.
So I would look at that and I would say, um, you have these structurally compromised teeth, because of these large restorations. It could be a concern because of your grinding or because of this. So that puts you into a higher risk, and now it's up to them if they want to do it or not. And most of them would do it.
So this was the type of conversations I was having with the patients that were my associates were not having, and this is going through the very systematic exam. and this was basically the basis of orex is I took the co exam. There is very systematic, very standardized, not like if you examine your patients that way, if you present to them the findings in these four different areas, it becomes.
A lot easier for them to say yes, to your treatment. And it becomes, and they become more aware of their health. in a way you're educating the patient, uh, and you're giving them the power to make more informed decisions. So I told you about this. Now it's up to you. Do you want to. Replace these structurally compromised, fillings, um, with crowns or onlays, or do you wanna wait and see?
Mm-hmm. It's your decision, but I'm giving you all the information that I can to make better decisions about your health, but ultimately it's up to you. I think this is the reason my practice true, and I realize that a lot of dentists don't go about mm-hmm. Treating their patients that way. and this is what Orex does, is it basically helps dentists do a very systematic examination in seven minutes and it generates a report for the patient.
So everything I was telling the patient is in one report. That they can go think about review. yeah, like one thing that we do is we always examine four problems and we never reward hun. And even for very healthy patients, it's good to t them, like your gums and bones are exactly where we want them to be.
At your age. Your teeth are doing great. we don't have any issues. You had two feelings in the past and we don't see any other issues. Your python judgment are great. You're happy with your smile, so we're really proud of this and we find that these are the people that take this report and put it on social media and share it with everyone.
And these grow the practice more than the patients with a lot of problems. Because at first I would print that report and hand it to patients that had a lot of issues thinking they need to go review it, process it, understand what's going on to say yes to treatment. realized that the promoters are the one that got like the A plus.
Michael: Great. Yeah. Yeah, that's true. Okay, so then. When you were teaching this to your associates, could they have just gone to the COI Center and learned it on their own? That way you didn't have to stress out so much?
Rania: Yeah, I mean the, the COI Center is amazing and it's a long journey. but even John would tell you the issue he was having with a lot of the students coming through the co center is, it's a lot of information that you get and it's.
And a lot of paperwork that people go to the practice and go and fall back into their own habits. It's a lot easy. Like you go, you, you learn something and you are so excited about it, and you're like, Monday morning we're gonna start inventing this. And Monday morning you have this emergency coming in and you have this unhappy patient and this insurance that got rejected and now this person wrote a bad review and mm-hmm.
You're dealing with all of this and Tuesday is the same and. That's it. Yeah. Okay. By next week you forgot everything and you forgot that you wanted to implement this. Um, that's true. Yeah. So having it in your software where you don't have to think about it almost forces you to be more organized and more systematic.
Michael: Mm-hmm. Yeah. I was speaking with Dr. Sauna Yusif. Um, and she tells me her favorite thing about orex among many other things. But is the, the wheel, the new patient wheel, and I'm assuming that's what this is, right? Yeah. Is where like they get the comprehen and then they're able to actually take it home or see it and say like, okay, look, this is everything going great where I need improvement.
You know what I mean? They get their whole visual of it. Is that what that is?
Rania: Yeah. Yeah. It, it's a personalized risk assessment. So patients started calling in the wheel. So, so that became the name. And, uh, we would get patients calling the office and saying, I want the exam. That gives me the wheel, because like patients, and especially the happy ones that have, it's all green, as I said, would, would take it to the office and show, show patient, uh, show their coworkers.
Look, I got, I was just at the dentist and look at this and it's, it's a really nice presentation and it, we found that printing it out adds more value because patients are happy about it. We put it in a really nice folder. They take it, they show it to other, uh, to coworkers, to friends, to family members.
And people are, how come my dentist never gives me this? and they would just, call and ask about it. Yeah,
Michael: it's, it's almost the same concept that you were, that John was talking about, right? Like, you, we tell you all this information, you're excited, and then life happens, right? So same thing, kind of like you tell the patient all this information, maybe they're thinking about it, they get home, kids got hurt, they're in trouble, they gotta pick 'em up at school, h, husband, wife, all these things, right?
Work. And they tend to forget about it. But if they have that thing there, you know what I mean with them, and super simple and easy for them to read and, and share. It's better. It's better. It's on top of mine for sure. For
Rania: sure. And a lot of times they're sitting in your office and they're not truly listening.
Mm-hmm. Like, I wanna get outta you. Mm-hmm. Like, just go on with it. And they go home and, and I've had so many patients that said, okay, okay, okay. And then they go home and they're looking like, uh, is scaling and truth planting scam? Yeah. And because by now we're telling them this is what you need, but now they have this information and they're reviewing that information, so.
it's really a good way, but also, like, one thing that we don't really think about is the medical legal perspective. anything you say to the p anything that is not documented does not exist. Mm-hmm. And this is doing all the documentation for you. So you do your exam, we auto generate your progress note.
We also auto generate that that goes to the patient. So that's almost their consent form. We also have consent forms in this system. But, but in a way, we told you that you needed that restoration and you decided not to do it. We told you you have an infection, you didn't come back for the treatment. so it's all documented.
Michael: Gotcha. So then the new patient visit, how long does that normally take with this for you?
Rania: So we time dentists doing the exam seven to 10 minutes.
Michael: So it's really like,
Rania: it's way more comprehensive, but it's very systematic and the exam is, would expand and collapse the way you need it. So if you say, uh, The patient has, um, jaw problems.
The, uh, the T M J exam is gonna expand, but if the patient answered no to, to all the jaw questions, and you have like no problems, it's gonna collapse. So, and this is how you want it to be, to go quick on patients that have no issues, but to really dig deeper with patients that have more issues.
Michael: Yeah.
Okay. So that's really good. So then rewind a little bit, you went, explain this to your associates, you created this process. How long did it take you to start? All right. ORIC is live now. It's, it's happening everybody. So,
Rania: on the twin first birthday is when I showed it to John. Oh, okay. For the first time, like, I created something that I want to share with you.
can I come and see you? I actually, a friend facilitated this. It's not that easy to get access to John.
Michael: Yeah. People gonna contact him. Hey John. Yeah.
Rania: Like, now I forget. Like now I can text day. It was, um, and John gets. Pitched these ideas every day. So he wanted to be polite and he's like, okay, let's do a Zoom meeting.
Like that's before Zoom was popular. I think it was something else like go to meeting or something. Mm-hmm. And he's like, don't fly to Seattle, because he was like 90% sure he was gonna say no. People pitch him crazy stuff every day. And I present this to him and he goes, I love it. Let's do something out of it.
He's like, what do we do next? Mm-hmm. And I'm like, I didn't think it through. I didn't think. Yes.
Michael: Yeah.
Rania: And I'll back to you. And this is how the company really started. because before it was just, Forms and, I asked my husband to develop a couple of things to make it easier, but nothing was integrated into our system.
Michael: Gotcha. Okay. And then, so how old is Orex?
Rania: so we started the company in 2016. took about two years to have the first version, and it was only patient forms at the beginning, and then we did the clinical. And then we created the full software,
Michael: the cloud, all in one platform, cloud. Mm-hmm. Based management software.
Nice. Okay. And then, so right now, are you still rono working in your practice clinically? No. You sold it or I sold it.
Rania: Oh man. When did you sell it? Soon after we started the company. It was taking way, like most of my time and most of my focus. Mm-hmm. So,
Michael: How did you feel selling it? Were you like, is this, could I just do associates and do one clinical
Rania: or, I thought about that and I realized I needed to focus.
You know, having people think it's so easy to have associates and run the show from from afar. Yeah. But I tried it when I was on bed dressed and it's not that easy and it still takes you a lot of time and dedication. You cannot be on a beach or doing something else and have people working at everything goes smoothly.
So I realized I had to decide, do I want to focus a hundred percent on Orx or 50% on orx, 55% on a practice. And I saw the potential in Orex. So, so I decided that it was the right choice. What made it really easy is one of the associates that came to work with us, um, was a perio pro. and he was an amazing clinician.
And like at first when I thought about selling the practice and I spoke to, uh, a broker, everyone he presented to me, I was, I'm not too sure. I'm not too sure. But then when, Dr. Han said I'm interested in buying, it was a very easy decision. Like, he's gonna take great care of my patients, so
Michael: and so he bought it.
Okay, nice. So since then it's been, Man, all in with Oryx. and what I like about Oryx too is, You are open to everybody, right? DSLs and everything, but it's Yeah. Based off of a private practice, right? Where it's like, this is who created it for solo practitioner. Right. Like the private practice too, who can, can make it happen.
Rania: Yeah. I think I, I was recently looking at, the practices that we get and our fastest growing segment is the startups.
because for a startup it's really a no-brainer. I mean, no one is, no startup is going with the server, I hope. Mm-hmm. And they're getting on the tools that they need in one practice management software. They're getting the clinical and they're also getting a company with a forward vision. So, Anyone that looks at, at our software three years ago would think it's a tool to be new software now.
So we're constantly evolving. Like we just added AI for radio graphs. every month we have a lot of new releases. Mm-hmm. Um, up to this date we spend most of our, money on development and engineering. So, We didn't think, okay, now we have a great product. Let's do all marketing and all sales, which most companies do.
we still do a lot of development. I still think, that the software could be
Michael: a lot. Like a lot of research and development in that process. Interesting. Talk to me about that ai, you, you're starting to implement that into.
Rania: Yeah. Yeah. So, so we had a, uh, recent partnership with Pearl ai. we worked on the integration and we made it native.
Uh, and I'm very careful with any integration I do because, Everyone wants to partner with everyone, but then, yeah, and then these integrations are clunky and they don't work and they're not part of the flow. So a big part of the decision with, which AI company we go with was, Who's gonna put enough resources to have a very, very seamless integration.
Like, I don't want you to click on an image and take you to another software, and now wait for it to load. And now look and now see if mm-hmm there's decay or where the bone level is. I want it to happen immediately. and Pearl was one of the companies that worked with us, around that vision, and they were willing to put.
Enough resources. So for each partnership, you need the two sides to be willing to put, enough engineering hours to make it an amazing integration.
Michael: Yeah. No, wow. That's fantastic. That's news for me. I didn't know that. Pearl's fantastic. Like I spoke with Kyle not that long ago, and he's, highly about it, so we looked into it and it's, they're doing amazing things over there too.
Yeah. So for both you guys to be partnering up, it's gonna be, it's new, you know. It's like, um, I guess like innovative, but at the same time, like it's uh, I mean, you know, it hasn't been done, so it's fantastic. Yeah, you're right. You are doing a lot of development in Oryx. I like that. So then what have you seen with startups right now where you can give us some good advice as far as within their year one to year five?
Where maybe they did go with the server. Maybe they are paying an IT company, but also like they're also doing marketing, all this other stuff and they're kind of feeling like they're hitting a, a roadblock here somewhere. So,
Rania: I dunno, like if you started with the server, it's not a good idea because if you're thinking to, it's not gonna grow with you the way you want.
I mean, this is not the trend, this is not how the industry is moving I see a lot of the young startups thinking about having multiple locations, about growing. you need to start on cloud for that vision to happen. So, and we already have seen like, started with us two years ago now are on their third or fourth location, like Wow.
Already. So I see that everyone is moving a lot faster than things were moving when I had my practice. in terms of marketing, I see that a lot of startups focus at the beginning on the external marketing and then they rely a lot on orgs for their internal marketing. and I always think about it this way, a and this is kind of what I did in my practice in the very early days.
So the first 90 days we were spending 10 to $20,000 on AdWords, which was cra like Google did an article on us. Yeah. It was, back then it was crazy. Not a lot, much money. Yeah. Now it's more the trend. But back then was like, who's that crazy dentist? Yeah. Spending all that money. But this is what got patients in the door.
And then having a great experience is what got the patients to come back. and I find with orgs, like they go, they do their online scheduling. It's already an amazing way of doing things. Um, they complete their patients forms. They're very interactive. We surveyed patients and they said that they thought that the office is more technologically advanced and they had more trust in the dentist before even visiting the practice.
just because all the forms are picture based, very, very interactive. So patients are already getting that great experience. and then when the patients come in, they have this amazing exam. They have the report, all the, tools that they need are integrated. So it's very easy to pay. They're getting a tax to pay.
they're signing their consent forms before coming online. So they feel that this experience carries through and these great experiences is what leads to giving the office a five star review. and it keeps growing that way. so we see a lot of our users telling us that Orex helps with their vision because it's that organized and it gives that patient that amazing experience start to finish.
Michael: that's really good. Wow. Okay. So then, Orx right now is basically for everyone, but especially if you're looking to do a startup, it's the best starting point for you right now.
Rania: I believe so. I believe, uh, not because I created it, but I believe it has a lot of tools that are so helpful for someone starting out.
So let's say I was starting out and I hadn't gone through the Coy Center, I have on that. On the co information is already embedded in the software and it's all, updated every year. so if I'm doing an exam on a patient and I'm not sure about some diagnosis, I click on the information I can, and I have all the literature where this came from.
So if a patient challenges me, like. Why are you recommending this treatment? I would just copy and paste the articles, like this is the latest literature, that's why we're recommending this treatment. if I want to send something to the insurance company, I have the latest literature, I have the diagnosis already pre-attached, and we pre-attached the radiograph.
So like the whole system makes it so much easier. but for a new dentist, You're getting a software that is preloaded with the latest literatures on the forms that you need on the consent forms. Like basically a practice in a box. Yeah. And then you can customize it to what fits your needs and what fits your vision.
But I think the clinical stuff there is in the software that's worth, yeah.
Michael: Thousands of dollars. That, and that's what I get when I'm talking to you too, is like, I feel. You're really honed in on the, well, obviously cuz you created it, right? But like on the clinical side, the practical side, right? Like the, where it's like this is what is gonna facilitate your guys' job way much more times a thousand compared to like, we have a better online scheduling button, you wanna click it and it can be on the top left laptop.
Right. You know what I mean? Like that's like, okay cool. I'd rather have that, you know what I mean? The clinical side of it, which is interesting. Very, very refreshing.
Rania: Yeah. I think I'm more passionate about the clinical side because that's what I know, that's what I live and grieve. But I'm also very passionate about systems.
And you see this in the practice management software throughout. So if you talk to one of, uh, of the other team members that were office managers, they would talk a lot more about that side of things. Mm-hmm. Um, And I think creating systems in your practice very early on would avoid some of the problems that I had.
So if you're checking in a patient, there's a checklist for checking in a patient and if everything is checked, The appointment turns screen so you know that, the predetermination was sent, or the eligibility was checked. We checked the insurance, the patient is confirmed. I have all the information that I need pre-appointment, and I could customize the list to what my practice is.
Same thing. If I'm checking out a patient, the appointment turns dark gray when everything is done. Uh, so I don't have to go to the front end, ask Olivia, did you collect the payment? Did you schedule the next appointment? Did you do this? Whatever is my checkout checklist. I know it's done when the appointment is dark gray.
So at the end of the day, I wanna look at my screen and see it's all dark gray and. Blood pressure drop, so I know everything was
Michael: done. You're like, maybe gel isn't that good right now. You know,
Rania: easy, like, you know, these little systems and coming from the clinical perspective, like if you start thinking about it, I'm sending an insurance claim, everything auto attaches, like why am I having Mary in the front go and.
Grab Tracy and ask her which one is number three. I need to attach it for Crown because we have, the radiographic system native to us. We know that this is the radiograph for number three. So now if I have a root can add that I'm sending to the insurance company, I'm auto attaching all of this. So we remove a lot of the barriers.
Michael: Yeah. Increase more efficiency. Than anything else. Yeah. For you, Rania, I mean, I, I'm gonna ask a lot of, uh, Orex users this, but like for you, what was the thing that excited you the most right now from this point on to before? I know like every time there's something new that comes on, you're like, oh yeah.
But right now, from this point on that you absolutely love utilize from Orex.
Every
Rania: month I have a new feature that I love and sometimes I even forget some features that we, and I'm like, oh, we have this. It's so cool. Uh, but I honestly think the risk assessment that we is the most valuable tool. just because gives you so much information about the patient. It. Excites your team.
Like now your team understands why you do what you do. The team member reads this and at the front, you know how you get sometimes some team members that feel, oh, this doctor is pushing more treatment than they should. I don't like that. And now they understand or they're, they think they're trying to save the patient by saying, it's okay.
You can do a filling, you don't need that crown, or mm-hmm. Let's do a trophy instead of the scaling. now your home team is on the same page. I find that, like, this is amazing for the team members because they understand the risk of the patient. It's amazing for the patient because they're educated and they're happy and they're referring you more, uh, patients, and it's easier for you because it makes you proud of your practice.
Like this is what you're communicating to your patients. So I think that's the strongest tool or the one that I'm the most proud of. Yeah,
Michael: the wheel, what the patient's term coined it, right. And they call it the wheel, but yeah, they call it theum, which is cool. Like, you know what I mean? They get it, they kind of give you the own nickname and then they're like, yeah, I wanna see the wheel.
So I think that's fantastic too. If people wanted to see it, let's just say it right now. There's people who are like, oh man, I don't have orx, but what is the wheel all about? Can they go mind that somewhere?
Rania: Yeah. I mean on our website or external software.com, and they can book a demo there.
Rania Saleh DRAFT: okay.
Michael: Yeah, guys, go do that.
Thank you so much, Ranya, for being with us. It's been a pleasure. But before we say goodbye, can you tell our listeners where they can find you if they have any more questions or concerns?
Rania: yeah, sure. Uh, hello@orexdentalsoftware.com and I'll answer you
Michael: Uhhuh. Awesome. So guys go in Tolo, reach out to her, and at the same time, schedule a free personalized demo with Oryx.
Check out the wheel, but check out every single thing that Rona's talking about, everything that they're developing, that they're doing, uh, for your practice. So I highly recommend it's gonna be the first link in the show notes below. So go check that out. And Ronya, thank you for being with us. It's been a pleasure and we'll hear from you soon.
Thank you.
Welcome this week's MMM! In this episode, I dive more into ChatGPT and how it can revolutionize your dental practice's rewards program and enhance patient retention. Join me as I explore the innovative ways that AI-powered ChatGPT can assist you in creating personalized and engaging loyalty programs that keep your patients coming back for more. From tailored incentives to effective point systems, discover how leveraging ChatGPT's expertise can take your dental practice to new heights, fostering lasting relationships with your valued patients. These outlines might be the next step to building an exceptional rewards program that not only boosts patient loyalty but also ensures their oral health remains at its best!
Drop in on this week's episode to walk through step by step how to utilize ChatGPT to increase retention!
Other Mentions and Links:
Prompts that I use in the video:
PROMPT:
I'm a dental practice. What are some reasons why patients might stop using my services? What can I do to address these issues and keep patients engaged?
What ChatGPT said:
Patients may stop using a dental practice's services for a variety of reasons. Here are a few, along with potential solutions:
- Cost: Dental care can be expensive, especially for procedures not covered by insurance.
- Solution: Provide transparency about costs upfront, offer flexible payment plans, and work closely with insurance companies to maximize benefits.
- Inconvenient Location or Hours: If your office isn't easy to get to, or doesn't offer appointments outside of normal business hours, this could deter some patients.
- Solution: Consider expanding your hours of operation, offer weekend or evening appointments, and ensure your location is easily accessible by public transit or has sufficient parking.
- Negative Experiences: A bad experience during a visit, such as painful treatments, can scare patients away.
- Solution: Focus on patient comfort, use gentle techniques, provide clear explanations about procedures and manage patient expectations to minimize discomfort and fear.
- Poor Communication: If patients feel that they're not being heard, or don't understand their treatment options, they may seek care elsewhere.
- Solution: Encourage open dialogue, listen carefully to patients' concerns, provide clear explanations and present all treatment options.
- Long Waiting Times: Spending too much time in the waiting room can lead to frustration.
- Solution: Streamline office processes, implement efficient scheduling, and communicate clearly with patients if delays are expected.
- Lack of Personal Touch: Patients like to feel valued and appreciated. If they feel like they're just another number, they might leave.
- Solution: Show genuine care and interest in your patients. Remember personal details, make the environment welcoming, and ensure all staff members treat patients with warmth and respect.
- Outdated Equipment or Techniques: Patients might feel uncomfortable if they perceive that your practice isn't keeping up with the latest dental technologies or methods.
- Solution: Regularly update equipment as needed and continue education for you and your staff to stay abreast of the latest dental techniques and treatments.
- Lack of Comprehensive Services: If patients have to go elsewhere for certain procedures, they might switch to a provider that offers comprehensive services.
- Solution: Offer a wide range of services, or establish partnerships with specialists for easy referrals.
In addition to these solutions, consider surveying your patients regularly to identify any unmet needs or areas for improvement. Also, maintain a strong online presence and positive online reviews, which can help attract and retain patients. Providing a consistent, positive experience will encourage patients to stay with your practice long term.
PROMPT:
Are there any loyalty or rewards programs that I could offer to incentivize patients to continue using my services? What rewards or benefits would be most appealing to my target audience?
What ChatGPT said:
Yes, loyalty or rewards programs can be a great way to encourage repeat business and foster patient loyalty. Here are a few ideas:
- Points Programs: Patients could earn points for every visit, which they can redeem for a discount on future treatments. You could also give bonus points for referrals or for scheduling regular six-month check-ups.
- Referral Rewards: You could offer discounts or even free basic services (like cleanings) for patients who refer new customers to your practice.
- Membership Programs: For a monthly or yearly fee, patients get access to certain services at discounted rates. This could be particularly appealing to patients without dental insurance.
- Family Discounts: Offering special rates for families or couples could incentivize people to bring their entire family to your practice.
- Special Promotions: Regular promotions on certain services can help to keep patients engaged. For instance, a teeth whitening discount during the holidays, when people want to look their best for family photos.
- Birthday Perks: A small gesture like a free service upgrade, discount, or even a non-dental gift on a patient's birthday can make them feel appreciated and special.
- Patient of the Month: Spotlight a patient of the month and offer them a special perk. This not only rewards the patient but also fosters a sense of community among your clientele.
As for which rewards would be most appealing, it can depend on your patient demographics. A survey could help you understand what your patients value most. Younger patients might appreciate discounts on cosmetic services like whitening, while older patients might value discounts on restorative work. Families would likely appreciate discounts for children's services. Regardless of the specifics, the goal should be to make patients feel valued and that their loyalty is appreciated.
PROMPT:
I need you to create a comprehensive "loyalty program" that has all the features stated above. This loyalty program needs aid and address the issues and reasons why a patient would stop using my services.
What ChatGPT said:
Absolutely, here is an example of a comprehensive loyalty program named "Smile Rewards."
1. Smile Rewards Membership
Annual or Monthly Subscription
Patients can join the Smile Rewards membership for a yearly or monthly fee. Benefits of membership include:
- Two free check-ups and cleanings per year, which encourages regular dental visits.
- A discount of 10% to 20% on all other treatments, making your services more cost-effective.
- Priority scheduling and shorter waiting times, addressing the issue of long waiting times.
- Family packages available for a discounted rate to encourage whole family dental care.
2. Points for Visits & Treatments
Earn Points on Every Visit
Patients earn points for every visit, regardless of the type of treatment. The number of points could depend on the cost of the treatment. These points can be redeemed for discounts on future treatments, encouraging ongoing engagement.
3. Birthday Bonus Points
Celebrate with a Gift
Members receive bonus points on their birthday, which can be used to further discount treatments or get a free dental product, such as a professional toothbrush or whitening kit.
4. Referral Rewards
Recommend and Earn
When existing patients refer a new patient, both receive a reward. The existing patient could get extra points, and the new patient could get a discount on their first treatment. This helps encourage patient referrals and grow your client base.
5. Special Promotions
Seasonal Discounts & More
Members get access to special promotions throughout the year. This could be discounts on teeth whitening during the holidays, or discounts on other services during Dental Health Month. You could also consider having occasional 'double points' days.
6. Patient of the Month
Recognition and Reward
Each month, spotlight one patient as the "Patient of the Month." The selected patient could receive a unique reward such as a free service upgrade, additional reward points, or a gift card to a local business. This not only rewards the patient but also fosters a sense of community.
7. Access to Latest Services & Technologies
Stay Ahead with Smile Rewards
Members get early access to any new services or technologies you introduce, ensuring they feel they are receiving the best and most up-to-date care.
By offering a comprehensive program like Smile Rewards, you address common reasons why patients might leave while also providing incentives that encourage loyalty and ongoing engagement with your practice. The result is a program that adds value for both your practice and your patients.
PROMPT:
I need you to come up with compelling, enticing rewards that patients receive when they decide to redeem their points. These have to motivate/ encourage/ excite the patient.
What ChatGPT said:
Absolutely, here are some enticing rewards that you could offer when patients decide to redeem their points:
1. Free Teeth Whitening Session: A smile can be transformed by teeth whitening, and offering this as a redeemable reward is a great incentive that can significantly enhance a patient's confidence.
2. Electric Toothbrush or Water Flosser: Offering high-quality dental products like a professional-grade electric toothbrush or water flosser is a practical reward that patients will appreciate and use daily.
3. Free Oral Hygiene Products for a Year: Imagine not having to worry about buying toothpaste, floss, or mouthwash for a whole year. This would be a useful reward and a constant reminder of your practice whenever they use these products.
4. Cosmetic Dentistry Discounts: A significant discount on a cosmetic dentistry procedure like veneers or bonding can be a strong motivator for patients interested in improving the aesthetic appeal of their smile.
5. Denture or Orthodontic Discounts: For those needing these treatments, a substantial discount can be a major relief financially and encourage them to proceed with necessary treatments.
6. Spa or Wellness Center Gift Cards: A relaxing day at a local spa or wellness center could be a compelling reward that adds a personal touch.
7. Dental Insurance Premiums for a Year: If feasible, covering a patient's dental insurance premiums for a year would be an exceptionally enticing reward.
8. Advanced Dental Hygiene Session: A session with a dental hygienist who would provide personalized advice on how to take care of their teeth and gums based on their oral health would be both educational and beneficial.
9. Limited Edition Dental Products: Offering limited-edition dental care items like themed toothpaste or toothbrushes can be fun and exciting for patients, particularly for younger ones.
10. Complimentary Sedation Dentistry: For patients who experience dental anxiety, this reward would allow them to undergo necessary procedures in a more relaxed manner.
These rewards provide a mix of practical benefits and luxury experiences. They not only encourage patients to continue using your services but also promote good oral hygiene habits and overall wellness.
PROMPT:
Can you make the rewards less about dentistry and more about lifestyle? My target audience are mothers who have a family. Between the ages of 25-55. They live in a suburban area. Income range is 50k to 150k.
What ChatGPT said:
Certainly, it sounds like the rewards you're looking for should be more family-oriented and cater to a suburban lifestyle. Here are some ideas that may appeal to your target demographic:
- Spa Day Packages: A relaxing day at a local spa, possibly including services like massages, facials, or body treatments. This would allow them to take some well-deserved time for self-care.
- Local Restaurant Gift Cards: Gift cards for popular local restaurants would give them an opportunity for a family dinner or a night off from cooking.
- Subscription Box Services: This could include a year's subscription to a popular meal kit service, a book club, or a monthly craft box for their kids. These services offer both convenience and entertainment value.
- Local Entertainment or Activity Passes: This could include tickets to local theme parks, zoos, or museums. They would provide a fun day out for the entire family.
- Fitness or Yoga Class Passes: A package of passes to a local yoga studio or gym can help them focus on their health and wellbeing.
- Gardening Gift Sets: If they have a garden, a gift set with high-quality gardening tools, seeds, or decor could be appreciated.
- Home Cleaning Services: Free professional cleaning services for their house. This provides convenience and frees up their time for other activities.
- Cooking Class Vouchers: For those interested in culinary skills, vouchers for cooking classes in a local culinary school or online could be enticing.
- Online Shopping Vouchers: Gift cards for popular online retailers can give them the flexibility to choose something they need or want.
- Professional Family Photo Shoot: A free session with a local professional photographer could provide cherished family memories.
These rewards should provide meaningful experiences and conveniences to moms living in a suburban area, fitting well within their lifestyle and interests. Remember to regularly update and refresh the rewards based on feedback to keep the program appealing and relevant to your audience.
PROMPT:
Now please make a very detailed and comprehensive Loyalty Program. Make sure it includes the rewards. The features. The benefits.
What ChatGPT said:
Sure, I'll consolidate the elements we've discussed into a detailed, comprehensive loyalty program designed for your target demographic:
Program Name: "Family Smile Rewards"
1. Membership Enrollment
Patients can sign up for Family Smile Rewards by paying a yearly or monthly subscription fee, providing immediate access to benefits. Family packages are available at discounted rates to encourage comprehensive family dental care.
2. Points System
Members earn points for every visit. The number of points depends on the cost of the treatment, incentivizing regular dental visits and treatments. Points can be redeemed for a variety of lifestyle-oriented rewards.
3. Birthday Bonus Points
To celebrate their special day, members receive bonus points on their birthday. This offers an annual boost in points that can be redeemed for rewards.
4. Referral Bonuses
When existing members refer new patients to the practice, both the referring member and the new patient receive a points bonus. This encourages the growth of your practice through word-of-mouth.
5. Special Promotions
Members gain access to special promotions throughout the year. These might include double points days or bonus points for trying new dental services, encouraging regular engagement with your practice.
6. Patient of the Month
Each month, highlight one member as the "Patient of the Month." This selected member receives bonus points, fostering a sense of community and adding an element of fun competition.
7. Early Access to New Services & Technologies
Members receive early access to new services or technologies, ensuring they feel they are receiving the most up-to-date dental care.
Rewards
Points earned through the Family Smile Rewards program can be redeemed for a variety of lifestyle-oriented rewards that cater to a suburban family lifestyle. Rewards could include:
- Spa day packages at local establishments.
- Gift cards for popular local restaurants.
- Subscriptions to popular meal kit services, book clubs, or children's craft boxes.
- Passes to local family entertainment venues such as theme parks, zoos, or museums.
- Fitness or yoga class passes at local studios.
- Gardening gift sets for home gardening enthusiasts.
- Professional home cleaning services.
- Vouchers for local or online cooking classes.
- Online shopping vouchers for popular retailers.
- A professional family photo shoot with a local photographer.
By creating a program that incentivizes regular dental care, fosters a sense of community, and offers appealing, lifestyle-oriented rewards, the Family Smile Rewards program can help to promote patient loyalty and retention, and ensure your practice continues to thrive.
PROMPT:
Provide more detail and information on point 1 for the patient
What ChatGPT said:
1. Membership Enrollment
Joining the Family Smile Rewards program is simple and straightforward. Interested patients can sign up directly at the dental office or through an easy-to-use online portal. A yearly or monthly subscription fee is required to activate the membership.
Two types of membership are available: individual and family. The individual membership covers all benefits for one person. The family membership extends the same benefits to all immediate family members, making it a cost-effective choice for households with multiple members needing dental services.
The family membership is designed to encourage comprehensive dental care for the whole family. It can cover spouses and children living in the same household, ensuring that everyone has access to quality dental care and the rewards of the program. A family membership also simplifies the process of managing dental appointments and rewards points as everything is consolidated under one account.
The cost of the membership has been carefully set to ensure that it provides significant value to patients while also supporting the sustainability of the program. The fee covers the benefits such as free check-ups and cleanings, discounts on treatments, and access to special promotions and rewards.
Once the subscription fee is paid, members immediately begin earning points on all dental visits and treatments, and have full access to all member benefits. The membership is automatically renewed at the end of each subscription period to ensure seamless access to benefits, but members have the option to cancel at any time.
By joining the Family Smile Rewards program, patients not only invest in their dental health, but also gain access to a variety of benefits and rewards that enhance their lifestyle. The program is designed to provide exceptional value and encourage lasting relationships between the dental practice and the families it serves.
PROMPT:
Provide more detail and information on point 2 for the patient
What ChatGPT said:
2. Points System
The cornerstone of the Family Smile Rewards program is the points system, which enables members to earn points each time they visit the dental practice. Here's how it works:
Earning Points
Every time a member visits the practice, whether it's for a regular check-up, cleaning, or a more complex procedure, they earn points. The number of points earned is based on the cost of the treatment or service received. For example, a basic dental cleaning might earn fewer points than a more extensive procedure like a root canal.
Tracking Points
Points earned are automatically tracked and updated in the member's account after each visit. Members can easily check their points balance online or via a mobile app. Additionally, an update on the points balance will be included in appointment confirmation and follow-up emails.
Point Expiration
Points earned do not expire as long as the membership remains active. This means members can accumulate points over time until they have enough to redeem for the reward they want.
Redeeming Points
Once members have accumulated enough points, they can redeem them for a variety of lifestyle-oriented rewards. These rewards are designed to fit into a suburban family lifestyle and provide a range of options to cater to different interests. Members can select from rewards such as spa packages, local restaurant gift cards, meal kit subscriptions, local activity passes, and more.
This points system offers an easy and straightforward way for members to gain additional value from their regular dental visits. By tying points to visit frequency and treatment cost, it encourages members to maintain regular dental care and proceed with necessary treatments, benefiting their long-term oral health.
The more frequently a member visits the practice, the faster they'll earn points and the sooner they'll be able to redeem them for fantastic rewards. It's a win-win for both their dental health and their lifestyle.
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, what's up guys? Welcome back to the Dental Marketer Podcast. This is another Monday morning marketing episode. And let me share my screen cuz we're gonna be talking about chat g p t again. And in this one I want to share with you guys a new, uh, there's many, many ways we can utilize, chat g p t, right?
And, and we discussed it in the previous one. And in the previous one we kind of showed you how to make a whole Instagram. Content calendar literally for the year, but I showed you guys for the first, uh, two months, right, that you can pro how, how to create the description and everything like that. And you guys gave us fantastic feedback on that.
And so I'm back at it again with another one here with you guys. and this one, um, I'm using the model G P T four, and you can use whichever model to be honest. But G P T four is a little bit more advanced. And the prompt here where we're gonna be talking about is building a loyalty program. And so I asked it.
I said, I'm a dental practice. What are some reasons why patients might stop using my services? What can I do to address these issues and keep patients engaged? And this is what chat G P T said, patients may stop using a dental practices services for a variety of reasons. Here are a few along with potential solutions.
Number one, cost. Dental care can be expensive, especially for procedure is not covered by insurance solution. Provide transparency about cost upfront. Offer flexible payment plans, and work closely with insurance companies to maximize benefits. That was the first thing you gave me. Two inconvenient location or hours.
If your office isn't easy to get to or doesn't offer appointments outside of normal business hours, this could deter some patients. The solution it gave me is consider expanding your hours of operation. Offer weekend or evening appointments and ensure your location is easily accessible by public transit or has sufficient parking.
Three negative experiences. A bad experience during a visit, such as painful treatments can scare patients away. The solution focused on patient comfort, use gentle techniques, provide clear explanations about procedures, and manage patient expectations to minimize discomfort and fear or poor communication.
If patients feel that they're not being heard or don't understand their treatment options, they may seek care elsewhere the solution, encourage open dialogue, listen carefully to patients' concerns, provide clear explanations and presentation and present all treatment options. Number five. Long waiting times.
This is a big one actually. I think even for me, it's a, spending too much time in the waiting room can lead to frustration solution, streamline office processes, implement efficient scheduling, and communicate clearly with patients if delays are expected. Six. Lack of personal touch. Patients like to feel valued and appreciated.
If they feel like they're just another number, they might leave. The solution it gives us is show genuine care and interest in your patients. Remember personal details. Make the environment welcoming and ensure all staff members treat patients with warmth and respect. And in seven outdated equipment or techniques.
Patients might feel uncomfortable if they, if they perceive that your practice isn't keeping up with the latest dental technologies or methods, the solution. Regularly update equipment as needed and continue education for you and your staff to stay abreast of the latest dental techniques and treatments.
And finally, number eight, it gives us lack of comprehensive services. So if patients have to go elsewhere for certain procedures, they might switch to a provider that offers comprehensive services. The solution offer a wide range of services or established partnerships with specialists for easy referrals.
And then it goes on to say, in addition to these solutions, consider surveying your patients regularly to identify any unmet needs or areas for improvement. Also maintain a strong online presence and positive online reviews, which can help attract and retain patients. Providing a consistent, positive experience will encourage patients to stay with your practice long term.
So this is it. I asked it what are some reasons, and these were the eight reasons it gave me for why people would stop using my services if I was a dental practice. Top three was cost, second was inconvenient, location, or hours. And the third one was negative experiences. so this is something you can use, right, that prompt.
And then I went on to ask it, are there any loyalty or rero rewards programs that I could offer to incentivize patients to continue using my services? What rewards or benefits would be most appealing to my target audience? Now, I wanted to ask the first thing first, like the first prompt, right? Like, what can I do to address these issues?
What are some reasons why people might stop using my services? And you'll see why. So we figured out why, right? But let's just say you're a practice owner and you're like, you know what? I got pretty much this stuff covered. I offer flexible payments. Uh, we're open on Saturdays, sometimes Sundays, whatever, right?
We have good experiences. Our waiting times are great. All this stuff. Now we want to think of rewarding, right? Create a loyalty program, build strong retention. And so I asked it are there any loyalty or rewards programs that I could offer to incentivize patients to continue using my services? What rewards or benefits would be most appealing to my target audience?
And for those of you guys listening on the podcast, if you want, this is all in the show notes below, it's in the video, in the show notes below on our YouTube channel. Uh, but at the same time, I'm also gonna put it in the show notes below the actual, uh, copy and description of everything you're, you're listening to right now.
So once I asked at that prompt, it said Yes, loyalty rewards programs can be a great way to encourage. Repeat business and foster patient loyalty. Here are a fewer ideas and it gives me seven ideas. Number one, points programs. Patients could earn points for every visit, which they can redeem for a discount on future treatments.
You could also give bonus points for referrals or for scheduling, regular six month checkups. Number two, referral rewards. You could offer discounts or even free basic services like cleanings for patients who refer new customers to their practice. Three membership programs for a monthly or yearly fee.
Patients get to access certain services at discounted rates. This could be particularly appealing to patients without dental insurance. Number four, family discounts. Offering special rates for families or couples could incentivize people to bring their entire family to your practice. Five special promotions.
Regular promotions on certain services can help to keep patients engaged. For instance, teeth whitening discount during the holidays when people wanna look their best for family photos. Number six, birthday or anniversary perks. A small gesture like a free service upgrade, discount, or even non-dental gift on patient's birthdays can make them feel appreciated and special.
Seven. Patient of the month Spotlight a patient. Of the month and offer them a special perk. This not only rewards the patient, but also fosters a sense of community among your clientele. Then it goes on to say, as for which rewards would be most appealing, it can depend on your patient's demographics. A survey could help you understand what your patients value.
Most younger patients might appreciate discounts on cosmetic services like whitening, while older patients might value discounts on restorative work. Families will likely appreciate discounts for children's services. Regardless, the specifics, the goal should be to make patients feel valued and that their loyalty is appreciated.
Now, I then asked it. I need you to create a comprehensive loyalty program that has all the features stated above. This loyalty program needs, to aid and address the issues and reasons why a patient would stop using my services. So now I'm meshing those two things that I asked and the results that it gave me together, and this is what it gives me.
It says, absolutely. Here's an example of a comprehensive loyalty program named Smiles, rewards number one. Smiles Rewards membership. It's an annual monthly subscription. Patients can join the Smile Rewards membership for a yearly or monthly fee. And benefits of the membership include two free checkups and cleanings per year, which encourages regular dental visits, a discount of 10% to 20% on all other treatments, making your services more cost effective, priority scheduling, and shorter waiting times, addressing the issue of long waiting times and family packages available for a discounted rate to encourage whole family dental care.
That was the number one. Number two points for visits and treatments. Earn points on every visits. Patients earn points for every visit regardless of the type of treatment. The number of points could depend on the cost of the treatment. These points can be redeemed for discounts on future treatments, encouraging ongoing engagement.
Birthday bonus points. Celebrate with the gift members, receive bonus points on their birthday, which can be used to further discount treatments or get a free dental product such as a professional toothbrush or whitening kit. I also like anniversary bonus points. That's just, I'm gonna put my own take to that because you know, you're kinda like celebrating, Hey, you've been with us for a year.
You've been with us for two year. You're rewarding that, right? Their loyalty. Number four, referral rewards recommend an earn when existing patients refer a new patient both receive a reward. This existing patient could get extra points and the new patient could get a discount on their first treatment.
This helps encourage patient referrals and grow your client base. Five special promotions, seasonal discounts, and more. Uh, members get access to special promotions throughout the year. This could be discounts on teeth whitening during the holidays or discounts on other services during dental health month.
You could also consider having occasional double point days. I believe there's a lot of apps that do that where it's like, Hey, double points on this day on a Tuesday, right? Because that's like their slowest day on that restaurant. So you can do that here too. Six patient of the month. Recognition and reward Each month, spotlight one patient as the patient of the month.
The selected patient could receive a unique reward, such as free service, upgrade, additional reward points, or a gift card to a local business. This not only rewards the patient, but also fosters a sense of community. Seven access to the latest services and technology. So stay ahead with Smile's Rewards, it says, members get early access to any new services or technologies you introduce, ensuring they feel they are receiving the best and most UpToDate care.
By offering a comprehensive program like Smile's Rewards you address common reasons why patients might leave, while also providing incentives that encourage loyalty and ongoing engagement with your practice. result is a program that adds value for both your practice and your patients. Now, this is good so far, what chat G p T has provided, but I wanted to get more specific.
So I said I need you to come up with a compelling, enticing reward that patients receive when they decide to redeem their points. These have to motivate slash encouraged slash excite the patient. And it gives me, once I asked that, it gave me 10, enticing quote unquote rewards that you could offer when patients decide to redeem their points.
I think some of the points are great. Some of, I mean, some of the rewards are great and some are not so realistic, and so I'm just gonna let you know what they are. It does provide like a description, but I'm not gonna read the descriptions. You guys can see it here if you want. So number one was free teeth whitening.
Session number two was an electric toothbrush or water flosser. Number three was free oral hygiene products for a year. Now that one says, imagine not having to worry about buying toothpaste, flosser mouthwash for a whole year. This would be a useful reward and a constant reminder of your practice whenever they use these products.
Maybe that could work. I don't know. Right. I just thought that one was interesting. Number four, cosmetic dentistry discounts. Number five, denture or orthodontic discounts. Number six, SPA or wellness centered gift cards. That's good. Number seven, dental insurance premiums for a year. that one says if feasible, covering a patient's dental insurance premiums for a year would be an exceptionally enticing reward.
Number eight at advanced dental hygiene session number nine, limited addition dental products and number 10, complimentary sedation dentistry. And then it says, these rewards provide a mix of practical benefits and luxury experiences. They not only encourage patients to continue using your services, but also promote good oral hygiene habits and overall wellness, which is good, but I feel like you know what?
You got them in the door already. They're there. You wanna build good retention. I don't know. I, I, I wanted a different type of reward, right? Me personally. So I then went to ask Chad d p t, and I gave it this prompt. Can you make the rewards less about dentistry and more about lifestyle? My target audience are mothers who have a family between the ages of 25 to 55.
Pretty broad. They live in a suburban area. Their income range is, income range is 50,000 to 150,000. Now this is what it gives me. Certainly, it sounds like the rewards you're looking for should be more family oriented and cater to a suburban lifestyle. Here are some ideas that might, that may appeal to your target demographic, and it gives me 10.
Number one spa day packages, A relaxing day at a local spa, possibly including services like massages, facials, or body treatments. This would allow them to take some well-deserved time for self-care. Number two, local restaurant gift cards. If cards for popular local restaurants would give them an opportunity for a family dinner or a night off from cooking three subscription boxes services.
This could include a year subscription to a popular meal kit service, a book club, or a monthly craft box for their kids. These services offer both convenience and entertainment value. Four, local entertainment or activity passes. This could include tickets to the local theme parks, zoos, museums. They would provide a fun day out for the entire family.
Five fitness or yoga class passes. A package of passes to a local U yoga studio or gym can help them focus on their health and wellbeing. Six. Gardening gift sets. If they have a garden, a gift set with high quality gardening, tool, seeds or decor. Could be. Appreciate it. Seven Home cleaning services, free professional cleaning services for their house.
This provides convenience and frees up their time for other activities. Eight. Cooking class vouchers. For those interested in culinary schools, vouchers for cooking classes in a local culinary school or online could be enticing. Number nine, online shopping vouchers, gift cards for popular online retailers can give them the flexibility to choose something they need or want, and 10.
Professional family photo shoot, a free session with the local professional photographer could provide cherished family memories. And then it says, these rewards should provide meaningful experiences and convenience to moms living in a suburban area fitting well within their lifestyle and interest.
Remember to regularly update and refresh the rewards based on feedback to keep the program appealing and relevant to your audience. And I agree with that. I think putting these one to 10. And to like emailing it out or just, you know what I mean? However you communicate with your patients, if you want to email it to them, be like, guys, we're gonna, this month we're gonna pick one of these rewards.
What do you want? We're creating a poll and they physically will pick right. Your patients. And then they're, you know, you create more of like, oh my gosh, we're doing number four. Local entertainment or activity passes. The people who actually picked out are gonna want it. This is more to me like, okay, yeah, this, this works.
Obviously you wanna adjust that prompt to the more specific and targeted you can be With chat g p t, the better. So if you tell that like we have mothers who are, our main demographic is mothers who are 35 to 50. Their income wage is exactly a hundred to 120. Their husbands working corporations. Uh, they go on vacation once a week, stuff like that.
Like, or once a month, once a year. If you can put things in like that, it will be more specific, the rewards. But this is what I gave it, and that's the rewards gave me. So then I said, now please make a very detailed and comprehensive loyalty program. Make sure it includes the rewards, the features, the benefits.
And it did, as you can see, right? It, it gives you the program name is Family Small Rewards, the membership, enrollment, the Point Systems, number two, three birthday PO bonus points, four, referral bonuses, five special promotions, six, patient of the month, seven, early access to new services and technology. And then boom, it gives you the rewards.
this is one thing I want you guys to pay attention to, especially when it gives you bullet points. If you can get bullet points or numerical things like this, it's perfect. So it says, number one, membership enrollment, boom, right? Patients can sign up. Now, this is basically an outline right here. What you can do now is just say, provide more detail and information on 0.1 for the patient, and it does membership enrollment, number one.
Joining the Family Smile Rewards Program is simple and straightforward. Interested. Patients can sign up directly at the dental office or through an easy to use online portal, a yearly or monthly, and it goes on and on, and it gives you a whole comprehensive, detailed thing on membership enrollment. Now all you have to do is copy this it says Send message, and then now you wanna put number two, so it says, provide more detail and information.
On point number two for the patient, which is the point system, and there it goes. As you can see, it's giving you a more detailed, comprehensive, for the patient. Right? Uh, I guess like information on point number two, which is the point system and then it goes, how can you earn points? How do you track your points point expiration?
Does that exist? Redeeming points? How does that go? Right? point expiration is simple points earned do not expire as long as the membership remains active. This means members can accumulate points over time until they have enough to redeem for the reward that they want, and it continues. And then all you have to do is put that in a sheet, Google Doc, and then copy that, and then put number three, and then you continue.
Continue. And guess what guys? You've created your loyalty program. That's how you do it. That's as simple as that. I mean, this literally can only take you 30 minutes or less. And you can create a comprehensive loyalty program for your practice, detailed specific, just for your practice, to increase patient retention, to increase membership signup programs, right?
Because this could go with every patient or it could just go with people who are part of the membership program, right? And that's how you can kind of. Siphon people, a lot of the insurance, uh, wheel that they have. Um, but yeah, I wanted to share this with you guys on how you can create it, how you can use chat g p t in a really, really great way.
I'm gonna put this in the shell notes below so you can copy the prompts, um, adjusted to how you want to do it too as well. Um, and let us know, let us know what you think about this episode. If you want another one, we'll be happy to bring back, chat g p t on our Monday morning marketing episodes and we can give you more of these.
But I hope this really, really benefits you guys, and until next time, we'll talk to you in the next episode.
I'm excited to announce that the Pediatric Dental Marketing Course is officially open for enrollment!
This comprehensive course, developed by Minal Sampat and myself, is tailored specifically for pediatric practice owners and their teams. It is designed to turn your pain points into stepping stones for success, and to help you become the trusted dental home for countless children in your community. Head over to our site to enroll now! https://pediatricdentalmarketingcourse.com/
Guest: Kyle Roth
Business Name: Encompass Dental Transitions
Check out Kyle's Media:
Website: https://encompass-ihc.com/
Instagram: https://www.instagram.com/drkyleroth/
Linkedin: https://www.linkedin.com/in/kyle-roth-dds
Other Mentions and Links:
Green Lights - Matthew McConaughey
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Try having the majority of your services done in-house! Referring might sound easy, but patients don't want to travel down the road to get work done.
- You do NOT need to be at the cutting edge of technology. Investing in new technology is important, but don't get carried away with every brand new toy.
- Annually, it's much easier to ramp up a 600k practice to 1.2 million, than it is to grow a 1 million dollar practice to a 2 million dollar practice. Keep this in mind if acquiring a practice!
- Small towns can be a gold mine for opportunity with patients! You may have more practice buyers in a city location though.
- Internal marketing is vastly underutilized in dental practices. Have a system for marketing to your patients!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Kyle, how's it going?
Kyle: It's going great. How are you doing?
Michael: I'm doing pretty good, man. Thanks for asking. If you could tell us a little bit about your past, your present, how'd you get to where you are today?
Kyle: Well, that's a long road, but, uh, I graduated in, uh, 1999, which is a long time ago now, but, uh, My, my plans were to buy a dental practice and pretty much going to be working at that one dental practice my entire life.
And it really didn't work out that way at all. It, uh, lots of things happened. Lot of good things happened. some not so good, but most of the things were really good. got outta school and we ended up. we either started from scratch or purchased 36 practices. And, uh, also in the middle of all that I was selling a few practices and, uh, we had some brokerage help.
Which was not the best of help. And I thought with, I have a, uh, actually I've got a financial background before dentistry. Hmm. Uh, I, I thought that maybe we could do better than, than the help that we got. We could hold the hand of the dentist going through the, uh, procedure, going through the, uh, the sale, the transition, and, uh, help them financially.
And, uh, we did, so we became a broker. At first it was more of a hobby and now we're probably one of the top five biggest in the country. So it's, uh, it is been a lot of fun. Nice.
Michael: What's the name of the company?
Kyle: company is Encompass Dental Transitions.
Okay.
Michael: Okay. Nice man. But let's rewind a little bit. Okay. In 1999, you graduated and you planned to buy one dental practice. Correct. Did you always want to, or was there even before that you're like, I just wanna be an associate, or, no, you always had the plan of buying your own practice.
Kyle: I, you know, when I graduated, if you were gonna get in private practice, you would go out there and just as soon as you graduated, open a practice.
Uh, some people worked as associates, but most of 'em didn't. They just, if they knew what they wanted to do. They went and bought something and, and things have changed a little bit too with the banks, right? I mean, they were really anxious to, to land. I got my first loan halfway through senior year. I mean, I still had to take board exams and everything.
I could have failed. Mm-hmm. But, uh, we started building a building from scratch in 1999. And, uh, it finished not too long after I graduated.
Michael: Yeah. No, that's good. And then you said you, there's a lot of good things that happened and not so good things. Talk to me about the good things that happened.
Kyle: Well, the, the, the good things were, you know, I, I, the, the first office I had meant to be high end, super high end for, for this area. We had stuff that nobody had. Uh, and it was a very cool, Practice. We were not gonna see any insurance. It was gonna be all a hundred percent fee for service. And it was working pretty well at first, September 11th, got cracked pretty hard all of a sudden, because of all of the drama unfolding with September 11th.
the patients didn't come to the practice anymore. We were like, oh God, we're either gonna become, we're gonna have to see some insurance companies, or we're gonna let some people go. And I couldn't, I didn't have the heart to let people go. So we started seeing some insurance, a whole lot of it. and even in the meantime, we were seeing some Medicaid until I got busy.
I said I might as well see a little bit. So I did, when it was such a big deal, the newspaper came to us and said, why are you seeing Medicaid? Nobody does that. And I just said, well, I've gotta be busy. I'd rather learn and, and be, be paid something even though it's not a lot of money, it's something, uh, rather than sit around and watch TV and wait for patients to come.
But what happened is the office was getting torn up a little bit, cuz it wasn't always the best type of patient coming in. Mm-hmm. Things were disappearing and getting torn up a little bit. So I've, I said I've gotta come up with a solution to this. and what I came up with is just moving all of the Medicaid patients into a completely different office somewhere, and then making my single office by itself, or fee for service and, and, uh, private patients, ramping it up, making it as nice as I possibly could.
But what happened is that Medicaid patient, a Medicaid office that I did open, Was slapped. I mean, because nobody in my town took it at all. But we had, from day one, we had two doctors in there six days a week. And it was, even to this day, it was the most profitable practice I've ever had. Uh, so I, I got two practices and I'm going, okay, now the, The shines and the bekos and the, Patterson Dentals were like, Hey, there's another empty office around the corner here.
You wanna do that one too? And I'm like, not really, but let me take a look at it. And I'd look at it, I'm like, wow, we could open the third office. So we just kept doing that. Um, I became a part-time professor over at UNC Chapel Hill, and my students would always ask, Do you have an office in whatever town?
Let's, let's say it's, uh, 20 minutes away and I'd say, well, no. I don't necessarily have a an office there that you can work at when you graduate, but I could build one. So I'd build an office. They'd go in there, they'd work in it, they'd build it up, and I'd always give them first opportunity to buy from me.
The office they built up and buy it at a discount. So, you know, I'd, I'd have 3, 4, 5, 6 offices, then it'd go down, I'd sell a few, appeal a few off to new grads, and uh, it went, went on like that forever. So I didn't plan that business model, but, That's what seemed to have worked out. And, uh, it was good. I mean, if you want to hear the bad stuff, uh, we did a mobile dental unit.
We thought we could go to some small towns with this mobile dental unit. Mm-hmm. So we built the, the nicest mobile dental unit, probably on the earth. It was, uh, three operatories. It had a amazing sound system. It was wrapped in, uh, photos of North Carolina from the, from the coast to the mountains. And we had a place where we could stick magnets in all the little counties and, uh, cities that we went to in the, in the, uh, state.
And, uh, but it was more or less a disaster. we would, I have a, a bunch of small town government people reach out to us and say, Hey, that would be amazing if you would come to our town. I said, well, how do we get the message out that we're gonna be there at a certain day, certain time. They said, make some flyers for us.
We'll have it already when you come. We'll, we'll advertise for you. And we'd get there and there'd be nobody, it was just, completely dead. And it, it would cost us about $2,000 to roll that thing out, basically to pay a doctor, uh, staff fuel. we'd, we'd spend $2,000 going to a town and in some cases there wasn't a single patient.
We sat there all day and nothing. So there were, there were a few disasters along the way. the name of the bus itself was Smiles for Miles. Um, but it, it, it quickly became frowns for Miles. I mean, that's what some of my staff would call it. But, uh, there was that.
Michael: Okay, man. Wow. Would, would you do that again or would you ever do a mobile unit or No, no.
I,
Kyle: I, I wouldn't. It could be done, but you have to have the staff on there that love it. I mean, we went into some poor neighborhoods, super poor neighborhoods and I loved it cuz we went and we had, we worked on kids through Medicaid and stuff and uh, you know, they would, the kids would, they had a hard life man.
Like some of them would say, Hey, we couldn't sleep last night. There was gunshots all night long in our neighborhood. And uh, but it was amazing cuz we bought them pizza and we, we'd have a little party. And all the kids have the time of their life getting stuff that they don't normally get. but it, it was a labor of love and not everybody's yeared for that, you know?
Yeah. Going to a different town every day. It's, it's, uh, it's tough.
Michael: Yeah. No, I get you, man. I get you. But, so then rewind a little bit. I mean, you made it sound so easy, Kyle, like, where you're like, oh, we just bought something and then sold it and bought another practice for my student and sold it. Is it the.
Kyle: Well, I, I, I'll tell you, it was easier when I, when I graduated. Mm-hmm. For sure. Things were easier. I didn't have as much competition. I really didn't, uh, especially in North Carolina. North Carolina was one of those states that people that wanted to move here had to take the North Carolina board exam, and you'd have the good old boy network that wanted to keep people out.
So they'd go in there and there, there'd be somebody from, let's just say, New York. they would take the exam and then you'd see these good old boys administering the exam saying, nice work, son. But try again next year. You didn't quiet Megan. You know, and, uh, you know, and I think the, the board got a lot of heat eventually, and they can't do that anymore.
So now we've got, we have, uh, dentists coming from. Everywhere. Everywhere and every time there's an article in the magazine saying that the Carolinas, Raleigh, and Charlotte are one of the top places in the country to live. You've got more and more. So it's now it's bumper cars of dentists, everybody's right down the street next to each other.
It's all fighting for the same dollar and it's, it's tough. Yeah.
Michael: So right now you currently have four, right?
Kyle: Yes.
Michael: Up and running. Are you planning to sell more
Kyle: or no? I, I'm really not. I want to, I'd love to just keep it as is right now. inevitably we're gonna buy some more stuff. I've, I, I've seen a few little bargains out there recently that nobody else wants.
Kind of the ugly duckling, you know? some of these places still have paper charts, you know, they, they've got a dark room. And when every, anybody that's graduated in the last 10 years, they see paper charts and a, uh, dark room. They immediately give it to Heisman and they're on their way out the door.
and I don't want to buy those, but eventually the doctor's like, Hey, I need to retire. What do I need to do? What I wanted to tell 'em is, yeah, you really needed to add digital years ago, paperless, all of those things. But at this point, I can give you x number of dollars. And I can pay you cash and, you know, I'll take over and I'll renovate everything.
so I do, and more often than not, I can offer them anything and they just want to get out, you know, they're done. it's fairly easy to take a lot of those. A lot of those are completely fee for service. They haven't modernized anything. They may have shagged carpeting and, By that time they've got, um, yellow stickies all over the waiting room saying, no smoking, no cell phones, no this, no that.
And it's, so we just gut the whole thing. We renovate the entire place, put some modern stuff in there, even if we have to buy it used and we can get it going. And we open it up to insurances too, because a lot of these guys, their office has been dying over the years because it's a hundred percent fee for service.
And when some of their old clientele passes away or moves, there's nobody there to take the place, you know? So we are opening up to the better insurance companies. We are doing marketing. Some of these guys don't even have a, a website. Uh, so we're having to do a lot of things to bring, bring people in the door, but just.
The beautiful renovations that we do, people come in that have been coming there for 10 years and they go, oh my God, this is gorgeous. And then they tell five friends, and then those people come in. So it's, uh, especially in some of the smaller towns, it's still fairly easy in, in the big cities.
It's, it's, it's a challenge, but it's still very doable. Yeah.
Michael: So whenever you see a bargain, Kyle, you look at it, it's a bargain. You're like, I can't let this pass up. You buy it. And you kind of do that, the B R R R R method, right? Like you're like, bye, I am gonna like, or I dunno if you refinance and all that stuff, but like, you rehab it, you make it look really nice and then you sell it or you're more like, okay, no, I'm,
Kyle: keep it, no look really nice.
Then we, we hire some hardworking associates and put 'em in there and we, we try to mentor them as much as we possibly can, and when we get the numbers up, we make the phone ring. We do everything we can do to make that phone ring and ring and ring and start scheduling. Uh, a lot of those guys, a lot of the older doctors too, keep in mind they weren't diagnosing anything.
So some of it existing patients, if you just get in there and diagnose all those ratty old amalgams that are fractured 17 times, but they're still in the mouth, they need to come out. So some of it's like, it's, it, it's a. Crown and bridge Factory immediately when you get some of those places, you know, it's, it's, you don't wanna overwhelm the people who thought they were good all these years by going, yeah, you probably need about five crowns.
Well, my former dentist didn't tell me anything. Everything was good. You know, I, I don't wanna say anything and I don't wanna throw the guy under the bus, but the guy should have been diagnosing these things over the years and doing them. So some of it's just doing the work. Some of it's doing some advertising.
keeping more in-house, try trying to find a way to keep everything in-house. The old school way is they, they'd refer everything, anything they didn't wanna do, they referred it. Mm-hmm. But no, it's, it's, it's harder. You have to learn how to do endo. You have to be, do some basic implant placement, some ortho, all those things.
People don't want to be sent all over the town to get work done. They wanna be able to get it done right there. So we do everything we do to keep everything in house. Gotcha.
Michael: how do you make the phone ring, like constantly? Like what is your guys' method?
Kyle: Well, it's, there's a lot of things that go into it. Um, we, we have a marketing person that's all she does is social media and, uh, some mark other types of marketing, but, just a good website, paying for AdWords. we do, uh, internal marketing too. Everyone has a good experience. We make sure to, to ask them.
Just say, hey, without, without sounding desperate to say, Hey, we wanna take care of good people just like you. So if you can send your family and friends, we'll take good care of them too. You know it, uh, People forget about the internal marketing. It's probably more important than the external stuff. And it's free, but you gotta do it.
And it's, people will start doing it and then they kind of fall off and they don't do it anymore. But it's super important. Yeah.
Michael: Okay. So it's like a little of everything, right? You kind of invest in, in that. So then how do you find a good bargain?
Kyle: Well, unfortunately, the, the bargain finds me more often than It's just like it gets presented to me. They're like, nobody else wants this practice. Do you want it because it's ugly? It's an ugly duckling. But because we've done it so many times, I really can walk in and if, if the chairs, the units, the lights are all functional, the compressor, the vac, all of those things are in good shape, even if I have to recover the chairs.
I will look to try to sell them, but I know they're not gonna sell. but I just look at all of the opportunities. I like hygiene. To me, that's one of the biggest telltale signs of a good practice. People brag like, oh my God, I've got two hygienists. And if you want to get, get in and get your teeth cleaned as a new patient, it's gonna take six months.
Then it's like, uh oh, CHCH. I can see that I'm going. That's an opportunity. Even if you look at the doctor's schedule, like I said, he's got nothing on his schedules cuz he doesn't want anything on his schedule. You know, there's a lot of things to be done, but he doesn't wanna do 'em. So he is just going, know, with each hygiene appointment, you know, the recare appointment.
He's just going, Hey, how you doing? We'll see you in six months, you know? And it's, that happens more often than you think. When the guy is getting really, really close to retirement, he don't wanna do anything anymore.
Michael: Yeah. Gotcha. Okay. So mainly the bargains kind of go to you. What, so then let me ask you, Kyle, what's your area of expertise like right now?
Kyle: You mean in the brokerage world? Yeah,
Michael: or just like, yeah, what you would, if I were to go to you, what can you help
Kyle: me out with? Well, I, I can help you out with a lot of things. I can help you. If you're looking to purchase a practice, I can tell you what to look for. we can help you in your search too.
Like if I know somebody wants to be in Austin, Texas, we can send an email blast to everybody in that area. Uh, we do have connections. We've got strategic partners also that have, uh, email addresses and phone numbers of every doc in that area. So we have access to that. We can help them look. We could even go through that office if they needed us to, if we're, if we're in that area, or at least a walkthrough, somebody can walk through with a phone, with a FaceTime.
Mm-hmm. And show me what the practice looks like. Show me what the street, the, how busy it is on the road, the signage and everything. I can look at the, look at the books and I can, I can pretty much tell you if it's gonna be a good purchase opportunity or not, and I can look at the trajectory based on. the collections over the last few years, and I can look at the expenses, but also when they're selling the practice, same thing.
We've done this so many times, that it's, we can do it in our sleep. Really, hundreds and hundreds of practices over the years. know all of the equipment and how we differ from a lot of brokers. There's a lot of brokers that are accountants attorneys, and they're good with numbers. Don't get me wrong, but they don't know old equipment from new equipment.
And because we had 36 practices and a lot of everybody's old equipment over the years, we know what's good and what's not good, you know? that's the way I guess, that we really can help people get started. Uh, we have the bankers that are, uh, very dental friendly. We've got attorneys that are dental friendly.
We've got accounting, uh, we've got an accounting, uh, firm that works with just dentists and doctors. We're able to steer like a new grad in the direction they need to go with all the proper professionals. Uh, and, and even getting started themselves. We've got people within my company, my C E O O on the side, will help some of the people get started with checklists of all the things they need to get accomplished.
So she'll do that on the side. Just to help people that have never been through the process before, because it is the first time I lost quite a bit of hair the first time. It's a, it's a nerve-wracking thing and you gotta think some of these people have never worked anywhere. Mm-hmm. I mean, they're, they're going straight through school, through high school, undergrad, dental school, and then straight into a job somewhere.
And, they may have worked at, uh, McDonald's over a summer sometime, but a lot of them, they've never even done that. Mm-hmm. So they don't know payroll, they don't know personnel, they don't know, purchasing, there's, there's so many different things that you've gotta learn really quick.
It's doable. It's just, it's, it's, it's a lot of work. It's a little bit of a stress at, at, at first, uh, till you get started. Nice.
Michael: Okay. Okay, man. So I, I appreciate that, that everything you guys do to help out with that like acquisition, to find the place and everything. What are some good purchases then?
What are some like things we can be looking out for when it comes to, this is a bargain, this is something good. And then what are some, I guess, Things we need to look out for. That can be tricks. For example, I remember the doctor I worked for here in, um, Paris, California. She had multiple practices, but I can tell like when she brought me on to just market, she's like, I gotta get these numbers up to look good right now.
Bring in you pa. And so was she trying to deceive it or, I don't know what was happening. You know what I mean? In that scenario, at that time,
Kyle: Well, it's, was she going to sell the practice
Michael: to you? No, not to me. She was just gonna sell the practice once I was bringing in new patients.
And it's like they, we just gotta make it look like there's a lot. And then I heard, I overheard that with the consultant and I was like, okay, that's why I'm here. then, sure. You
Kyle: know what I mean? For ramp up the numbers so that she can get a good sale. That's, that's exactly what you're there for.
But, You're getting paid for it too, you know? Mm-hmm. But there's a lot of people, you know, it used to be the $400,000 office. If you put an associate in there, uh, there was no owner operator, just an associate in there. $400,000 was the typical break even point. Uh, but now it's more like $600,000. Uh, the breakeven point after they pay the associate after they pay everything, uh, there's really nothing.
So when you go to purchase something like that, the banks don't love, those three to $600,000 practices. They don't like it at all. some of them are still willing to, to loan on that, but you kind of have to have a little proven track record as an associate in order for them to trust you. Like if they can see you're personally.
You're generating a a million dollars on your own, then they're gonna feel a little bit more comfort in that. If they see you on a daily basis working as an associate, you can provide some information that shows you know what you're doing. That makes it a little easier. the million dollar practices, the banks will loan on that all day long, but to me it's tougher to grow a million dollar practice into a $2 million practice to double it.
Then to take a $600,000 practice and make it 1.2, that's super easy to do that. Hmm.
Michael: Talk to me about that. Then. How can we make it for the, cuz we have a lot of listeners who are like not hitting a million yet. Right. Then we have some who are wanting to get to the 2 million, obviously. Right. Right.
So how do
Kyle: we do that? How do I do it? It's, first of all, like I said, it's advertising external, internal. Having the right equipment. I don't think you need to lead the technology curve. you don't need to be the first in line to buy all the, these toys, but some of the toys as they get a little older, are getting very inexpensive and they still do their job.
Like the a Cerac machine from four years ago, I promise you works just fine. It it, you know, there might be something newer and fancier. The older stuff. We put a billion crowns in with the Cerac machine. They work, then they work. Now it's, it's just maybe not the top of the line. It's, uh, so what do we do?
We, we keep everything in house. The procedures in house. We're not referring everything out. We work off hours. I used to, in my office, I'd be there seven to three. And at, uh, two 30 I had another doctor come in and he'd work into the evenings, uh, working. Saturdays, Sundays, whatever it takes. If you're in a busy shopping center that's loaded with people on Saturday and Sunday, why wouldn't you have some hours then?
I know it's a little bit harder on the doctor, but that's, that's what associates are for. I, I'd put them in there. Then, you know, get some people to wor willing to work some off hours and the numbers will come. They will. Gotcha. Okay.
Michael: That's good, man. So then these are the things we wanna look for. When it comes to a good purchase, then if, if we're looking for a bargain.
You said, you mentioned before, the specific steps, right?
Kyle: Yeah. Well, if you're looking for a bargain, look for something that's only open Monday through Thursday. Old school. Look for something that's just B for service, but it's dying. It's dying on the vine. Look for an office that's, it's just ugly. They haven't put anything in there.
They haven't redecorated in 25 years. Old equipment. Uh, don't be afraid of the old stuff. It's paint and flooring and lighting and, uh, digital equipment is just not that expensive. Yeah, if you're gonna buy a CT machine, it's a little bit more expensive, but a used digital pan, it's almost free now because people are putting the cts in.
Is, is the CT necessary? Depends what you're doing. If you're placing implants, it'd be nice to have that. but anyway. Yeah.
Michael: Okay. And now I, Kyle, I've heard two types, types of things when it comes to startups and acquisitions. I've heard people make startups, right, because meaning like I build it out, right.
Um, not even to shell it out, it's just from the ground up. I build it out because I can't find anything that I want in the PO location that I want or something like that. Right. It's my brand. Right, right. And then I've also heard. Someone say, you will always find what you want in an acquisition. You usually need patience and then you run outta patience and then you just decide to make up your own startup.
Right?
Kyle: Which one? Well, I'll tell you, I, when I first started this, I did new starts all the time cuz it was just easy. Even if I was in a small town somewhere, I'd find a shell do all the building cuz I, I like doing the building anyway. And we, we built ours more like we would, we would take a lot of design ideas from the W Hotel, some really cool stuff, super modern inside, no clutter, uh, as little clutter as possible.
Lots of room, high ceilings. Uh, we even like the, the shopping centers with the super high ceilings, exposed beams and plumbing and stuff. Uh, we had great music. Music was part of, uh, what we did. Some really cool, uh, l e d lighting. We didn't do overhead fluorescence ever. Everybody had, in fact, we didn't even have lights on the chairs.
Everybody had overhead lights, little headlights. The, uh, assistants, hygienists and doctors all had that stuff. So it was just a very soothing feeling when you walked into our offices. And, uh, it was kind of cool, you know, but, um, getting back to the point. for a new start now it's you're, you're spending at least $500,000 to maybe have two operatories and not have a single patient.
and like I said, it's harder. back when I was doing the new start, I would advertise and the day we opened, we'd have at least, half of the office was booked right away. But as I got a little older, it got harder and harder and harder to do. And almost all the time now I buy an existing practice because with, even with as much experience as I have in all of the hookups, I get stuff for very inexpensive compared to a lot of people.
so even with all the hookups, it's difficult to do a fresh start. It's, I'm not gonna say it's impossible, but I tried to buy an existing cash flow. Uh, from day one.
Michael: Okay. If people were to go with you guys, do we also get to be a part of those hookups
Kyle: or, you know, I, I've tried for a long time to get them to pass on the exact prices and they're not willing to, to give those prices, but they certainly will give you better than a rack rate.
You know, like if, if you just go in and call, uh, one of the big dental companies. they're gonna give you what they give everybody else. You know, it's a standard rate, what they're gonna give to you. I can get people some discounts. it's definitely gonna be better and I can point 'em in the right direction with, like I said, accounting with banks.
Save a little bit of money here and there. But, also people that will help negotiate your fees if they're with PPOs. I've got people that'll do that for you. I've got people that, um, with credit card, that work with credit card processing to give you the best possible rate. We've got lots and lots of people that we can refer to that are professional, that save people money, let's put it that way.
Mm-hmm.
Michael: Okay, man, that's good stuff. Good stuff. All right, so then these next questions just to get into the head of someone who isn't totally involved on the clinical side anymore. Right. I know it was like, it's been four years, you said, right? Right. Since you've done this full-time, so from this point, What would you like to see more from a dentist, from your perspective?
Kyle: Right. Uh, one thing I miss from the new dentist is there's a lot of younger dentists that I don't see at the big dental meetings anymore. It used to be a thing where you wanted to get some trainings in continuing education, you'd take your whole staff. for instance, we went to L V I. you know, L v I, Las Vegas Institute.
Mm-hmm. Mm-hmm. We'd take the entire staff and we'd learn together and we'd learn to sell together. So it was, when we do, we'd presented a treatment plan. I didn't have to present that treatment plan because I didn't go there by myself, learn by myself. Everybody is presenting it before I even walk in the door.
You know, the, the hygienist is, looking in there and going, okay, this is what I think he's gonna propose. This is what I'm think, I think would be great for you, some veneers, whatever it might be. So I'd walk in the room and everything is been laid out before I even walk in. I don't have to sell anything.
The patient's basically turning around and going, Hey Doc, I'm gonna get. Uh, veneers is on, uh, you know, tooth number five through 11 or whatever. Mm-hmm. And, uh, it, it's, I still think it's important for the entire team to be involved. Uh, I don't think that's gone away. I see a lot of people getting their continuing education online, and it's not the same as working on a, a pig skull or something, learning how to do.
Implants or extractions or whatever. I think it's still, super important to go take lots and lots and lots of continuing education. I think that's the single thing that made me. Able to grow as fast as I did. As we were crazy about ce, we continually, we took every course on the earth and because every time we'd go out there and take a course, we'd come back and we'd make more money.
We were more successful. And when the patient looked to us and said, Hey, do you do this procedure? We go, yes, we do. We're not gonna have to send you anywhere. We're gonna do it right here. So,
Michael: yeah. Do you think, um, maybe like. The lockdown, COVID kind of had a big push on that, the transition
Kyle: where it's like huge, huge.
Everybody got kind of, I don't know. They're, they, they were okay with just learning from their computer, learning from their phone, but I will tell you it's not the same. It really isn't. Yeah.
Michael: Yeah. I agree. That interaction, that p people to people, right. Also like mm-hmm. Camaraderie and everything like that.
It's, it's, it's different. It's whole different. You need that face
Kyle: to face. Can I? There's more opportunity in, you know, everyone loves the cities now. Everybody's in the city, city, city, city. everybody wants a practice in the city. Some of the small towns are the best opportunities ever. Now, granted, when you go to sell that practice in the small town, it's more difficult.
Uh, but everything is cheaper during, uh, if you bought something in a small town right now, All of your labor is cheaper, your supplies are gonna be the same, but you're, it, it's a little bit harder to find a doctor to work there, the associate doctors to go into small towns, it's really difficult. But if you do get somebody, maybe you give that doctor, um, an opportunity to buy in.
He's got some skin in the game, then probably he's not gonna leave. those small towns, you can still kill it relatively quickly because you just don't have that much competition, you
Michael: know? Yeah. That's interesting you say that. Like I, I just got off the, an interview with a, a doctor in a rural area and he was saying how like a patient got upset and then. I asked like, oh, what are you go, did they leave? Do they immediately go? He's like, no, the closest person is three hours. They, they have no other option but to come to me. You know, so that's right. They have that pow or not power, but like, you know what I
Kyle: mean? Right. But, and, and the other thing is it, it was easy for me to go into small towns because when I would do, when I would renovate an office there in the small towns, There was no dental office that looked like ours.
None. Mm-hmm. So people would be blown away when they'd come in and they'd, they'd immediately get on their phones and take pictures and send it to all their friends and, yeah. So it's, uh, it looked like a club in there really. I mean, it was very, We'd have stone walls and all the operatories with, um, a nice, uh, l e d light on it.
And the music was good. And it was just like people would come and hang out. They just wanted to be there, you know? Yeah.
Michael: That's nice. That's, that's what you wanna like, kind of make a atmosphere like that. That's right. Right, right. Now Kyle, what do you really dislike or hate about dentistry?
Kyle: What do I hate about it?
Well, obviously the lack of ability to get employees right now, especially hygienist, I think is a, is a nationwide problem. Right. Uh, and the dentistry used to be amazing. Like to make a living out of dentistry, you really didn't have to do much. I mean, when I first graduated, it was a four day work week. and you really, you could refer things out.
Uh, anything that you didn't wanna do, just refer it out. there were lots of things that were just a lot easier. Um, so things are, not only are they way more expensive, and I will tell you that the profit margin used to be fantastic in dentistry. Mm-hmm. And you can make a lot of mistakes. It can still be fine, but now you've got to, you've gotta make less mistakes.
You've gotta be, you have to have a little bit more financial knowledge now. Now it doesn't, it's not good enough to be a good dentist. You've gotta be a little bit of a businessman too, and a little bit of a salesperson. I know it's a, sales is a dirty word and the, and the, in the dental business, but you are, you're selling cases, you're not, everybody needs veneers.
Very few people need them. A lot of people want them, but, um, it's changed a little bit. It's just a little bit more difficult, I guess. It's still a good living. It's still a great job. It's, we just had it maybe the best ever. You know, I think we graduated might have been the best, uh, 20 years ever.
Really?
Michael: Yeah. Okay. Nice. And then, so right now, what do you love about
Kyle: dentistry? what I love about dentistry. There's some things that are pretty cool, like the artificial intelligence that's reading x-rays now, okay? If, if you took bite wings and somebody had several, incipient lesions, some of them were into the dentons, some were close.
If you gave those x-rays to 10 different dentists, you're gonna get 10 different answers of what needs to be done, right? But now they've got some artificial intelligence that's reading X-rays and it's gonna be more consistent, I think. I think the, uh, everything is getting easier. Implants, everybody's trained on implants now.
Mm-hmm. Uh, they've even got some robotics. Like even if you're not trained, you can have a hands across the different part of a world, guiding you and, and, and doing, uh, implants. So the technology's really cool. I think that, that the education is better than it's ever been. so there's a lot of good things in dentistry.
It's financially, it's a little bit more difficult, but there are some really, really interesting technological things that are gonna make dentistry easier and better. You're gonna become a better dentist. Mm-hmm. Mm-hmm. And things can be done on the spot. They're gonna mill that crowd on the spot. Yes.
They've been doing that for a long time. But hopefully everything gets just a little bit faster and, uh, you're able to insert it, cement it, be done with it that day so people don't have to keep coming back. Yeah,
Michael: yeah. No, yeah, you're right. Convenience, right? Well, the AI software, you're talking
Kyle: about's gotten so much easier.
Ortho's gotten easier. You can do six miles Invisalign. Uh, there's so many of the things that used to be left to the specialist and now the general dentist can do it. But the general dentist kind of has to do some of those things just to keep stuff in house anyway. So you have to do those things, but at least they're making it easier for you to do them.
Gotcha.
Michael: Is there any specific company you've seen recommend when it comes to that type of software, like AI software?
Kyle: No, actually I don't, I, one of my friends sells it, and I can't even tell you the name of her company off the top of my head. She was just telling me all about it, and I'm just like, I think it's the greatest thing ever because it is true.
Like I'll have associates come in and they'll diagnose completely different than me. Anytime I see that little lesion getting just about touching the entin, I'm gonna, I'm, I'm gonna go ahead and, and put it as something that I'd need to restore because. Usually when I get in there, it's deeper than it looks on the x-ray.
so I would rather err to side of caution and get that done and not be the guy that missed it. but I would love to see people, diagnosing the same, uh, all across the board, you know? Mm-hmm.
Michael: Mm-hmm. Gotcha. So then any final piece of advice? Or suggestions or recommendations you want to give to people who are looking to either do their own practice acquisition or startup?
Kyle: Yeah, I guess don't look too early because people will come to me and they're, you know, they're a year from graduating. They're like, Hey, I wanna start looking at dental offices. And I tell 'em, there's no reason to look at them right now. I mean, The doctor's not gonna wanna show you if you're a year out.
Uh, and I'm not really, cuz you know, you're competing against a lot of people that wanna buy this office. So take your time a little bit. Study up on it though. Learn. You've gotta read a little bit about if you've never managed people before, what you can say to people, what you can do, because it's, um, there is a learning process to all of that.
It's, uh, identify? All the people that you're gonna use for accounting, payroll? there's a lot of things that you need to start thinking about. Who's gonna, who's gonna handle this for me? know what type of office you're gonna have. what are you gonna, what do you want to not specialize in, but what do you want to make it your thing?
I think it's a, it's good for every office to identify one particular part of dentistry. Where it's their thing. and I'll give you an example. Some people like dentures. Most dentists hate it. But if you could get really, really good at dentures, be quick with them. They stay in the person's mouth even sometimes without, an implant to latch onto you keep, became really good at, dentures.
You'd have business forever because doctors would be sending you that stuff here. I got a denture, I don't wanna deal with it. Take it. there's so many dentists I know that haven't done a denture since they graduated, so take it, make it your own. And, um, you know, I think that's one of the most important things that they need to be thinking about.
Michael: Nice. Okay. So I feel like you lived a lot in the sense of like, there's a lot that you've done, right? So, When it comes down to it, man, like just out of, I'm just curious, out of my own, you know, being nosy. what are some things where you're like, man, I should have avoided this. This is what hit us hard.
This is what made me go the extra mile. What are some things that were
Kyle: like that? Well, I, I got cocky in, in, I had my ass handed to me a few times. I don't know if I'm allowed to say that on here, but, uh, I'm like, I'd go into a busy area where there was a lot of dentists, but I. A great new building opened up.
It was not a dental building or something. I wanted to make it, my building. There was a lot of traffic there and I said, oh, I can do this. And it's, it just got harder. I, it just, um, there are some surprises out there. And if you're not careful, then you get caught with cash calls. You know, you may have purchased a practice already, but whoever's doing your payroll goes, uh, doctor, um, we don't have enough money in the account this month.
do you, can you write me a personal check? And, uh, that stuff will wake you up in a, in a hurry. So I made a few errors getting too cocky, uh, for my own good thinking, I can handle anything. I'll tell you one of the, in order for the associates to make an office good in a lot of places, they have to immerse themselves in the community.
You can't just expect patients to fall out of the sky. you have to have a business card when you are out for lunch. If they see you in scrubs or whatever, Hey, what do you do for a living? I'm a dentist. Oh, I need a dentist. Boom, you've got your card, you're handing it out. And we would try to go out to lunch as a team often, and get the word out that we're here.
And I try to get a lot of associates to go to fundraisers to make them, you know, go to the local church, go to this, go to that. And they, most of the time they can't be bothered to, to do any of that stuff. But I, I will say that don't expect patients to fall out of the sky in, in that particular case, you know, it's, you've gotta work on it yourself.
so I've learned a lot over the years. Don't buy a mobile unit unless you're really prepared and you've thought it out. Cause that was a disaster and we lost a lot of money on that one. so other than that, it's, um, fortunately we've been very, very successful and there's been very few places that we got caught on cash calls.
I will say it's, it happens more than it ever has. But it's, it's not fun to go through. So just, just be careful and watch every dollar. Don't listen to the salespeople that come and they try to sell you this and that, and just get the very basics. If you can buy used equipment, you can buy 20 year old chairs and recover them, and the patient will never know.
They'll think they're brand new chairs, so anything you can buy that's in great working shape, there are spare parts for that stuff. Buy 'em. You don't need to buy all brand new stuff, buy stuff with a good warranty. Mm-hmm.
Michael: Good. Hey, that's good. Awesome. Kyle, thank you so much for being with us, man. It's been a pleasure.
But before we say goodbye, can you tell our listeners where they can find you?
Kyle: Yes. We're at, uh, our website is encompass ihc.com. Inter integrated healthcare ihc.com. Also they can find me. It's, uh, Dr. Kyle Roth on Instagram. Uh, it's just Kyle Roth on Facebook. We're on LinkedIn. We're, we're everywhere on social media, but Instagram's the best place to keep up with us.
It's just Dr. Kyle, k y l e Roth, or o t h, our website. But, uh, Instagram is where it's going, where it's, you know, there's stuff going on there all the time. We do helpful videos for new grads. For people that are selling. Uh, we do fun stuff. We travel around the country. I've got an entire marketing team in Tiana Albania that helps me out with a lot.
so they'll be communicating with you if you need anything. They help out a lot. A lot Cool people. I've met a lot of the, uh, dentists over there in Albania too, and they're actually getting involved with us too now. So it, it's pretty cool. We've got a lot of strategic partners and also. If any of your, viewers have, uh, they know a dentist that's getting ready to sell, we pay really handsome referral fees.
Uh, if they send us that information, they tee it up for us an introduction, and we sell that practice. We, we pay a really, really nice referral fee. So there's that. Nice.
Michael: Okay. So guys, as you know, that's all gonna be in the show notes below. So check it out. And Kyle, thank you for being with us. It's been a pleasure and we'll hear from you soon.
Kyle: It's been a lot of fun.
Welcome to today's MMM! In this episode, I'm exploring how ChatGPT, the cutting-edge language model, can revolutionize your dental practice's content strategy and competition analysis. I'm diving into the world of AI-powered curation and discovering how ChatGPT can curate a comprehensive content plan tailored to your practice's unique needs, ensuring engaging and informative materials for your audience. I'll be walking through it with you step by step, with the prompts I've been using for ChatGPT, and the detailed output it provides! With this tool, you can hone in on exactly what your competition is excelling at, and how you can gain a competitive edge in attracting new patients.
Tune in to unlock the potential of AI in mapping out your dental practice's success!
Other Mentions and Links:
Prompts that I use in the video:
PROMPT:
"How can a dental practice effectively use social media to attract new patients?"
What ChatGPT said:
Social media is a powerful tool for businesses, including dental practices, to attract new patients. Here are some strategies you can use:
- Educational Content: People are always looking for trustworthy advice online. Create and share educational content related to dental health on your social media profiles. This could be in the form of blog posts, infographics, or short videos. For example, you can post about the importance of regular dental checkups, how to brush properly, or what to do in case of a dental emergency.
- Promotions and Special Offers: Social media is a great platform for announcing special promotions, discounts, or offers. This can incentivize potential patients to choose your practice over others.
- Patient Testimonials: Sharing patient testimonials can help build trust and credibility. Always get permission from your patients before sharing their stories online.
- Before-and-After Photos: Showcasing the results of your dental procedures can be very impactful. Make sure you get consent from your patients before posting their photos. Also, ensure you comply with all relevant healthcare privacy laws.
- Local SEO: Use location tags in your posts to improve local search engine optimization (SEO). This can help people in your area find your practice more easily.
- Engagement: Engage with your followers. Respond to their comments and messages in a timely and professional manner. You can also run contests or ask dental-related questions to increase engagement.
- Consistency: Consistency is key on social media. Post regularly and maintain a consistent brand voice across all your platforms.
- Paid Advertising: Consider using paid social media advertising. Both Facebook and Instagram offer targeted advertising options that can help you reach potential patients in your area.
- Collaboration: Collaborate with other local businesses or influencers for mutual promotion. This can help you reach a wider audience.
- Professionalism: Despite the informal nature of social media, it's important to maintain a professional image. This includes being mindful of your responses to comments and messages, as well as the content you share.
Remember, social media is about building relationships. It can take time to see results, so be patient and persistent.
PROMPT:
Provide for me content ideas that implements each of these points. My dental practice name is "Dr. Tooth". This will be for Instagram. Provide 30 unique, engaging content ideas that I can use for 30 pieces of Instagram posts.
What ChatGPT said:
Absolutely, here are 30 Instagram post ideas for "Dr. Tooth", each aligning with the strategies mentioned:
- Educational Content: Post a carousel breaking down the correct brushing technique with graphics and step-by-step instructions.
- Promotions and Special Offers: Announce a "New Patient Special" offering discounted first visit for all new patients.
- Patient Testimonials: Share a video testimonial from a patient who had a great experience at Dr. Tooth.
- Before-and-After Photos: Show a before-and-after photo of a patient who had a successful teeth whitening procedure.
- Local SEO: Post a beautiful photo of your clinic with the location tagged, inviting people to visit Dr. Tooth.
- Engagement: Post a trivia question about dental health and encourage followers to answer in the comments.
- Consistency: Share a fun fact about teeth or dental health every Monday for "Molar Monday".
- Paid Advertising: Post a professionally taken photo of your clinic with a warm, inviting caption promoting Dr. Tooth, then boost this post.
- Collaboration: Share a post from a local health food store that ties into dental health, tagging them and promoting mutual businesses.
- Professionalism: Share a team photo of your staff at Dr. Tooth, showcasing the friendly and professional team that patients will meet.
- Educational Content: Create a short, informative video about the dangers of gum disease and how to prevent it.
- Promotions and Special Offers: Announce a "Toothsday Tuesday" discount where all checkups on Tuesdays are at a reduced rate.
- Patient Testimonials: Share a quote from a patient who expresses gratitude for the fear-free dental experience at Dr. Tooth.
- Before-and-After Photos: Share before-and-after photos of a patient who had orthodontic treatment.
- Local SEO: Share a photo of a local landmark with a caption about loving the community you serve.
- Engagement: Run a photo contest asking patients to share their brightest smile, with the winner getting a free cleaning.
- Consistency: Post a gentle reminder every Friday for parents to check their children's brushing habits as part of "Flossy Friday".
- Paid Advertising: Promote a post about a particular service you offer, like dental implants, targeting individuals aged 40-60 in your local area.
- Collaboration: Post a shared promotion with a local gym, where their members get a discount at Dr. Tooth and vice versa.
- Professionalism: Share a behind-the-scenes photo of your clinic, showcasing the cleanliness and state-of-the-art equipment.
- Educational Content: Share a fun infographic about the anatomy of a tooth.
- Promotions and Special Offers: Announce a "Whitening Wednesday" where teeth whitening procedures are discounted.
- Patient Testimonials: Share a handwritten thank-you note received from a patient.
- Before-and-After Photos: Show a transformation of a patient who had veneers done at Dr. Tooth.
- Local SEO: Post a photo of the sunrise or sunset in your city, with a caption about the early/late hours you offer at Dr. Tooth.
- Engagement: Post a poll asking followers if they prefer electric or manual toothbrushes, and then share the results.
- Consistency: Share a picture of a healthy snack every Saturday and explain why it's good for dental health as part of "Snack Saturday".
- Paid Advertising: Create a sponsored post targeting parents, emphasizing the kid-friendly environment at Dr. Tooth and your expertise in pediatric dentistry.
- Collaboration: Share a picture of a healthy meal from a local restaurant, and explain how the ingredients promote good dental health.
- Professionalism: Post a picture of a dental conference or seminar attended by the Dr. Tooth team, highlighting your commitment to continual learning and staying updated in the field.
- Educational Content: Post a carousel explaining the process of a root canal treatment and debunking common myths around it.
- Promotions and Special Offers: Announce a "Senior Sunday" discount, where seniors get a special discount on all treatments every Sunday.
- Patient Testimonials: Share a video of a patient expressing how a cosmetic dental procedure at Dr. Tooth improved their confidence.
- Before-and-After Photos: Showcase a before-and-after case of a successful dental bridge procedure.
- Local SEO: Share a picture of your team participating in a local community event or charity.
- Engagement: Run a fun quiz about dental history or famous people's teeth, asking followers to comment their answers.
- Consistency: Post a motivational quote every Monday to kickstart the week on a positive note, including a subtle reminder about oral hygiene.
- Paid Advertising: Run a sponsored post featuring your painless tooth extraction service, targeting people with dental anxiety.
- Collaboration: Arrange a live session with a local nutritionist, discussing the best foods for dental health.
- Professionalism: Share a post on World Dentist Day, expressing gratitude for your team and dedication to your patients.
Remember, the key to social media success is consistency, engagement, and providing value. Rotate between these different types of posts to keep your feed interesting and engaging.
PROMPT:
Give me copy for each of these post on Instagram.
What ChatGPT said:
Absolutely, here's a draft for each post:
- June 1 - Educational Content: "Swipe left to discover the perfect brushing technique! 👉🦷 Remember, two minutes, twice a day keeps the cavities away! #DrTooth #DentalCare"
- June 2 - Promotions and Special Offers: "We love meeting new smiles! 😃 For the month of June, all new patients receive a special discount on their first visit. Book your appointment now! #DrTooth #NewPatientSpecial"
- June 3 - Patient Testimonials: "Hear from our happy patient, John, about his experience at Dr. Tooth. We're always here to make your dental journey comfortable and pleasant! #TestimonialTuesday #DrTooth"
- June 4 - Before-and-After Photos: "Brighter smiles are just a treatment away! ✨ Check out these stunning before-and-after results from our teeth whitening procedure. #TransformationTuesday #DrTooth"
- June 5 - Local SEO: "Beautiful day in our neighborhood! ☀️ We're proud to serve this wonderful community. Come by and see us at Dr. Tooth! #LocalLove #DrTooth"
- June 6 - Engagement: "Trivia Time! 🧐 Do you know which animal has the most teeth? Drop your guesses below and we'll reveal the answer tomorrow! #TriviaTuesday #DrTooth"
- June 7 - Consistency: "Kicking off the week with a #MolarMonday fact: Did you know that no two people have the same set of teeth? Your teeth are as unique as your fingerprint! #FunFact #DrTooth"
- June 8 - Paid Advertising: "Welcome to Dr. Tooth - your home for happy, healthy smiles! 😊 We're dedicated to providing you with the best dental care in town. Come in and see us today! #DrTooth #Welcome"
- June 9 - Collaboration: "We've partnered with @LocalHealthFoodStore to bring you this delicious and tooth-friendly meal idea! 🥗 Your diet plays a huge role in dental health. #HealthyEating #DrTooth"
- June 10 - Professionalism: "Meet the team that makes your smile brighter! 😄 We're committed to giving you a comfortable and positive dental experience. #TeamDrTooth #Professionalism"
- June 11 - Educational Content: "Gum disease is more common than you think, but it's also preventable. Swipe left for tips on how to keep your gums healthy! #GumDiseaseAwareness #DrTooth"
- June 12 - Promotions and Special Offers: "Introducing Toothsday Tuesday! 🎉 All checkups on Tuesdays are at a reduced rate this month. Book your appointment now! #ToothsdayTuesday #DrTooth"
- June 13 - Patient Testimonials: "At Dr. Tooth, we aim to make every visit comfortable, even for our patients with dental anxiety. Thank you, Mary, for this lovely review! 💌 #PatientLove #DrTooth"
- June 14 - Before-and-After Photos: "Braces off and confidence on! 😃 Here's a look at the amazing transformation one of our orthodontic patients went through. #TransformationTuesday #DrTooth"
- June 15 - Local SEO: "Isn't our city just beautiful? 🌇 At Dr. Tooth, we're proud to be part of this amazing community. #LocalLove #DrTooth"
- June 16 - Engagement: "Who's got the brightest smile? 🤩 Share a photo of your smile with #DrToothSmiles and you could win a free cleaning! Let's see those pearly whites! #Contest #DrTooth"
- June 17 - Consistency: "It's #FlossyFriday! Parents, remember to check your children's brushing and flossing habits. Healthy habits start young! #DrTooth #KidsDental"
- June 18 - Paid Advertising: "Reclaim your smile with dental implants at Dr. Tooth! We offer a safe and comfortable procedure with stunning results. #DentalImplants #DrTooth"
- June 19 - Collaboration: "Health is holistic! We're excited to partner with @LocalGym to offer their members a special discount at Dr. Tooth, and our patients receive a discount at their gym too! #HealthyLiving #DrTooth"
- June 20 - Professionalism: "A glimpse behind the scenes at Dr. Tooth! Our state-of-the-art equipment ensures we provide the best care for your teeth. #BehindTheScenes #DrTooth"
- June 21 - Educational Content: "Do you know your tooth anatomy? Swipe left to learn more about what makes up your teeth! #ToothTrivia #DrTooth"
- June 22 - Promotions and Special Offers: "Make your smile shine with our #WhiteningWednesday offer! Get a special discount on teeth whitening procedures every Wednesday this month. #DrTooth #TeethWhitening"
- June 23 - Patient Testimonials: "There's nothing we love more than hearing from our happy patients! Thank you for this heartfelt note. 💙 #PatientLove #DrTooth"
- June 24 - Before-and-After Photos: "The power of a great smile! Check out this amazing transformation through veneers at Dr. Tooth. #Veneers #DrTooth"
- June 25 - Local SEO: "We're here for all the early birds and night owls in our city! 🌅 Offering extended hours to fit your busy schedule. Come see us at Dr. Tooth! #LocalLove #DrTooth"
- June 26 - Engagement: "Let's settle the debate: Electric or manual toothbrushes? Cast your vote in the comments below! 🗳️ #ToothbrushDebate #DrTooth"
- June 27 - Consistency: "Welcome to #SnackSaturday! 🍎 Did you know that apples are not only delicious but also great for your teeth? They're like a natural toothbrush! #HealthyEating #DrTooth"
- June 28 - Paid Advertising: "At Dr. Tooth, we make dental visits fun for kids! 🎈 Our kid-friendly environment and gentle care make check-ups a breeze. #PediatricDentistry #DrTooth"
- June 29 - Collaboration: "Dental health starts with what you eat! We've teamed up with @LocalRestaurant to bring you this tooth-friendly meal. Bon appétit! 🥙 #HealthyEating #DrTooth"
- June 30 - Professionalism: "Always learning, always improving! 🎓 Here's a snapshot from a recent dental seminar our team attended. #LifelongLearning #DrTooth"
I hope these provide a good starting point for your Instagram posts!
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, what's up guys? Welcome back to another Monday morning marketing episode, and I wanna show you guys how you can utilize chat, G p t, uh, to improve your practice, specifically social media or your marketing. And I wanna share my screen here with you. So if you're listening on the podcast, you can definitely listen to it.
I'm gonna say the prompts and everything like that and what you need to utilize. But at the same time, if you have the time, scroll down and look at our YouTube and, and, and look at the video that I'm sharing with you guys. That way you can, um, follow along and just copy, literally copy exactly the prompts and then see the schedule.
And at the same time, I'm also gonna put all the words, the transcription and everything in below, uh, in the show notes as well. So, If we go into it What matters about chat G P T is it's a conversation, right? So it's not like a so much of a search engine. You get more of a precise thing, and here it's all about prompts, meaning like what you tell it.
So the first prompt I typed in was how can a dental practice effectively use social media to attract new patients? This is what it told me. Social media is a powerful tool for businesses, including dental practices to attract new patients. Here are some strategies you can use. Number one, educational content.
People are always looking for trustworthy advice online. Create and share educational content related to dental health on your social media profiles. This could be in the form of blog posts, infographics, or short videos. For example, you can post about the importance of regular dental checkups, how to brush properly, or what to do in a case of a dental emergency.
Number two, promotions and special offers. Social media is a great platform for announcing special promotions, discounts, or offers. This can incentivize potential patients to choose your practice over others. Number three, patient testimonials. Sharing patient testimonials can help build trust and credibility.
Always get permission from your patients before sharing their stories online. And I'm assuming that goes like within deep uh, stories, right? Maybe they're talking about their past, how they used to feel confident and stuff like that, and now they feel more confident cuz they're small and stuff. So number four, before and after photos, showcasing the results of your dental procedures can be very impactful.
Make sure you get consent from your patients before posting their photos. Also ensure your comply with all relevant healthcare privacy laws. Number five, local s e o. So use location tags in your posts to improve local search engine optimization. S e o. This can help people in your area find your practice more easily.
So use the location tags right the very top of, uh, wherever you're at, specifically Instagram, right people will click on that, right? People search like, That location area, that shopping strip or whatever, and they find you. Number six, engagement.
Engage with your followers, respond to their comments and messages in a timely and professional manner. You can also run contests or ask dental related questions to increase engagement. Number seven, consistency. Consistency is key on social media. Post regularly and maintain a consistent brand voice across all your platforms.
Eight paid advertising. Consider using paid social media advertising. Both Facebook and Instagram offer targeted advertising options that can help you reach potential patients in your area. Nine. Collaboration. Collaborate with other local businesses or influencers or mutual promotion. This can help you reach a wider audience and 10 professionalism.
Despite the informal nature of social media, it's important to maintain a professional image. This includes being mindful of your responses to comments and messages, as well as the content you share. Remember, social media is about building relationships. It can take time to see results. So be patient and persistent.
And this is what it told me. chat, g p t, it told me this. 10 points from that one question, and the question was, how can a dental practice effectively use social media to try to track new patients? Now, I know you're probably like, okay, what can I do with this information?
This is where it gets Awesome. Okay. The next prompt I asked for it is provide for me. This is what I told Chad, g p t Provide for me content ideas that implements each one of these points. My dental practice name is, and you can put your dental practice name, but I just put Dr. Tooth. This will be for Instagram.
Okay. I made it specific. And then I said, provide 30 unique, engaging content ideas that I can use for 30 pieces of Instagram posts. So that means 30 unique ideas right now. From that prompt, this is what it told me. Absolutely. Here are 30 Instagram posts ideas for Dr. Tooth, each aligning with the strategies mentioned.
Number one, educational content. Post carousel, breaking down the correct brushing technique with graphics and step-by-step instructions. Two. Promotions and special offers. Announce a new patient special offering discounted first visit for all new patients. Number three, patient testimonials.
Share a video testimonial from a patient who had a great experience at Dr. Tooth. Number four, before and after photos show a before and after photo of a patient who had a successful teeth whining procedure five. Local seo. Post a beautiful photo of your clinic with the location tagged, inviting people to visit Dr.
Tooth or your practice, right? Practice name number six, engagement. Post this trivia question about dental health, and encourage followers to answer in the comments. seven, consistency. Share a fun fact about teeth or dental health every Monday for Molar Monday. Number eight, paid advertising. Post a professionally taken photo of your clinic with a warm, inviting caption promoting Dr.
Tooth, then boost this post gives you the instructions on Instagram how to do that. Number nine, collaboration. Share a post from a local health food store that ties into dental health, tagging them and promoting mutual businesses. Number 10. Professionalism. Share a team photo of your staff at Dr.
Tooth showcasing the friendly and professional team that patients will meet. Number 11, educational content. Create a short, informative video about the dangers of gum disease and how to prevent it. 12. Promotions and special offers announce a Tuesday, Tuesday discount where all checkups on Tuesdays are at a reduced rate.
Number 13, patient testimonials. Share a quote from a patient who expresses gratitude for the fear-free dental experience at Dr. Tooth. Number 14, born after photos share before and after photos of a patient who had orthodontic treatment. 15, local s e o a photo of a local landmark with a caption about loving the community you serve.
Number 16 engagement. Run a photo contest asking patients to share their brightest smile. With the winner, getting a free cleaning number. 17, consistency Host a gentle reminder every Friday for parents to check their children's brushing habits as part of Flossy Friday. Number 18, paid advertising.
Promote a post about a particular service you offer like dental implants. Targeting individuals aged 40 to 60 in your local area. Number 19, collaboration Post a shared promotion with the local gym where their members get a discount at Dr. Tooth and vice versa.
I like that one. It's good for ground marketing. Number 20, professionalism share behind the scenes photo of your clinic, showcasing the cleanliness and the state-of-the-art equipment. Number 21, educational content. Share a fun infographic about the anatomy of a tooth. Number 22 promotions and special offers.
Announce a whitening Wednesday where teeth whitening procedures are discounted. Number 23, patient testimonials. Share a handwritten thank you note received from a patient. 24 before and after photos show a transformation of a patient who had veneers done at Dr. Toth. Number 25, local s e o. Post a photo of the sunrise or the sunset in your city with a caption about the early late hours you offer at Dr.
Tooth. Number 26 engagement. Post a poll asking followers if they prefer electric or manual toothbrushes, and then share the results. Number 27, consistency. Share a picture of a healthy snack every Saturday and explain why it's good for dental health as part of snack Saturday Now. Here's where it stopped.
It only gave me 27, and then I wrote, keep going. And then it said, absolutely, here are more ideas for your Instagram posts. Then it gave me 28, 29, 30. It gave me all the way through 40. So it gave me more than 30 than what I asked for, which was fantastic. So now you have 40 pieces of content you can create and post.
Right now you have ideas. This is what I'm gonna do. And then it says, remember, the key to social media success is consistency, engagement, and providing value. Rotate between these different types of posts to keep your feet interesting and engaging. It's interesting, right? It's engaging those, uh, ideas that it just provided for us.
Now, I asked chat, g p t Make a content calendar that covers months, June and July. Have it include all the content ideas above, make it into a table for me. And that's exactly what it did. If you look date one or date post type and content idea, and then it's said date, June 1st, post type, educational content, content idea, post a carousel, breaking down the correct brushing techniques with graphics, blah, blah, blah.
It literally, everything we just went over it created a table, a calendar for me on how to do it, and I can just copy and paste this into an Excel. And around June 24th, it stopped and then I said, keep going. That's all you gotta say is just write it, write to it, keep going. And then it says, certainly let's continue the content calendar.
And it continued all the way until I had to write, keep going twice, all the way until July 31st. Then it says, this calendar provides balanced mix of informative promotion on engaging content that should help to attract new patients and retain existing ones. Now I'm gonna put the screenshots to this calendar in the show notes below so you guys can check it out.
And I'm also gonna put all the, um, Content ideas that I mentioned in the show notes below too. So you can scroll down and, and literally copy them. I want you to copy them then I wrote, okay, cool. I want this to be easier for me. I got the ideas now I want you to write the descriptions for me, right?
That way I don't have to think about it. All I can think about is just creating the photo, the video, and that's it. Not even the scripts or anything like that. So then I wrote after it gave me the content calendar. Give me copy for each of these posts on Instagram, meaning gimme the description. And it did that too.
It said, absolutely. Here's a draft for each post. June 1st educational content. Swipe left to discover the perfect brushing technique and it gives you emojis. Remember, two minutes, twice a day, keeps the cavities away, and then you can hashtag your practice in dental care. June 2nd, promotions and special offers.
We love meeting new smiles emoji. For the month of June, all new patients receive a special discount on their first visit. Book your appointment now. Hashtag your practice. Hashtag new patient special. June 3rd. Patient testimonials. Hear from our happy patient, John, or whatever patient about his experience at Dr.
Tooth. We're always here to make your dental journey comfortable and pleasant. Hashtag testimonial Tuesday hashtag your practice Number four. June 4th before and after photos. Brighter smiles are just a treatment away emoji. Check out these stunning before and after results from our teeth Whining procedure, hashtag transformation Tuesday.
Hashtag your practice. June 5th, local s e o. Beautiful day in our neighborhood emoji. We're proud to serve this wonderful community. Come by and see us at. The practice name, right? Hashtag local of hashtag your practice. And it continues to give you all of the descriptions. I ask it to continue, right? It stopped around June 16th, and then I just type, continue it, gave it to me all the way till June 30th.
And you can continue to say, continue give it to me for July. Right now. I'm gonna put this in the show notes below too as well, the description, so you can copy the description for June. But feel free to ask more. Gimme your descriptions for July if you want, in chat, g p T. Now, as you know, Instagram also has Instagram stories, so instead of me, you know, I guess like, okay, let me just repost what I just posted on Instagram stories, which we kind of tend to deal sometimes, right?
We look at our post that we just posted, and then we decide to redo that on Instagram stories. I asked chat d p t, now what do you recommend I do for Instagram Stories? And then he gave me 10 things. It says, daily dental tips. Use stories to share quick daily dental tips q and a sessions, host regular q and a sessions where you answer common dental questions.
Um, you can collect these questions ahead of time through a story using Instagram's question stickers. Number three, behind the scenes show what the day in the life at the practice that you work at looks like. Showcase your team, your office, the safety and the cleanliness procedures you follow. Number four, patient testimonials with their permission.
Record short testimonials from patients after their appointments and share them on stories. Five special offers and discounts. Number six, polls and quizzes. Use Instagram's poll and quiz and emoji sliders stickers to engage your audience. Number seven, team highlights. Introduce your team members through stories.
Share phone facts about them or have them share why they live working at the practice. Number eight, product highlights. If you sell any products like toothbrushes or you know veneers or anything like that, use stories to highlight these. Number nine, countdowns. If you have an upcoming event or a special promotion, use the countdown sticker in your stories to build anticipation.
And 10, like I said in the beginning, you can also always repost, right? Share posts from your patients or other local businesses. If a patient tags you, your practice in their store, you can repost it on your store it with their permission, right? And then it says, remember to utilize Instagram features like stickers, texts, and filters to make your stories engaging and interactive.
And don't forget to frequently check and respond to any dms, direct messages or interactions that results from your stories. Now, it gave me the ideas on what to do, so then I asked it. I asked Chad, g p t Provide me content ideas that implements each one of these points for my Instagram stories, provide 30 content ideas.
And it did. This is certainly here are 30 Instagram story content ideas, incorporating each of these points. Number one, daily dental tips. Share a tip on the correct way to brush teeth with the animated graphic or quick video demonstration. Number two q and a sessions. Announce an upcoming q and a session and use the question sticker to co start collecting queries.
And it continues. And it goes on, and it goes on and it goes on and it gives me all these ideas. 30 ideas. And then I told it, combine the Instagram stories and Instagram posts on the content calendar that covers months, June and July. Have it include all the content ideas above and make it into a table for me.
And it did that too. So now I have content ideas with descriptions, everything right to start me off for June and July. That's it. I'm sure you can do this for the whole year if you want. I just said June and July. And I'm gonna put all this in the shell notes below so you guys can check it out, copy it, get more ideas, spark further ideas for you.
Uh, it's fantastic. And this is how you can utilize chat g p t guys for your marketing. Just one idea. Notice how we got specific and said Instagram. Now, real quick, I wanna share one last thing, if you're still here with me. One last thing with Chad g p t. Uh, there's many things you can do with it, but I wanna show you this right here now.
I wrote how we can check out our competitors and their weaknesses. So here's the prompt you want to ask Chad, g p t. Here are the names of my top competitors in providing dental care. Now near me, I wrote the dental practices names here. Um, now you can put the competitor one. Competitor two, competitor three, right.
I put competitor one in Inland Empire, California Competitor two in Upland, California, competitor three in Upland, California. It's near us, generate an analysis of their strengths, weaknesses, and market position. And it did this. It says, certainly, here's an analysis of the strengths, weaknesses, and market positions of your top competitors and providing dental care.
And it gave me the names of them. And then this says number one. Their strengths. They have high quality dental services with a focus on patient sat satisfaction. They have experience in skilled dental professionals, state-of-the-art facilities and advanced technologies, comprehensive range of dental treatments and services.
And then it gave me their weaknesses. Limited online presence and digital marketing efforts, relatively smaller patient-based compared to competitors. And then it gave me their market position. They're known for providing excellent dental care in the Inland Empire area. They have built a solid reputation among their existing patients, but may need to focus on expanding their reach and attracting new patients through effective marketing strategies.
And it provides me with the second competitor, their strengths. Well established dental practice with a long history of serving the upland community. Diverse team of dental specialists, catering to various dental needs, strong emphasis on patient education and preventative care, active engagement in local community events and sponsorships.
This means they do ground marketing. That's one of their strengths. Weaknesses, limited evening and weakened appointment availability, potentially impacting patient convenience. The next one, somewhat outdated website design and online user experiences. So just already with these two, I know I need to up my digital marketing and I need to have a great, great website and be available right when they're not.
The next one gave me their strengths, and then it gave me their weaknesses too. Limited social media presence. This is our third competitor. Limited social media presence and engagement. Relatively fewer patient testimonials and online reviews compared to competitors. And then it goes on and tells me their market position, right?
They have an opportunity to further leverage their technological, advantage and actively engage with patients through social media to strengthen their market. So it even gives you recommendations for each of these competitors. Now you can utilize this right? You can utilize this and know exactly what you need to start honing in on.
And then I said, please provide a list of marketing channels used by my top competitors. Analyze their messaging, targeting, and customer engagement strategies to identify areas of improvement and gain a competitive advantage. it did that too. It told me. Hey, their website, they're messaging, this is what they need to do.
Their marketing channels, this is their website and ground marketing. And the second practice does ground marketing. I can see that because it, that's one of the main things it told me. This is what it needs to work on. For example, the first one says website, right? It tells me their website, their local directories.
It tells me their local directories. They're listed on popular directories. They're messaging, targeting, and customer engagement. Um, their messaging focuses on promoting their high quality dental services, personalized patient care, and patient satisfaction. Targeting. They primarily target local residents in the Inland Empire area who are seeking reliable dental care customer engagement.
They could enhance their customer engagement by utilizing social media platforms actively responding to patient reviews. That means they don't, and implementing a patient referral program to enca encourage word of mouth marketing. So it even tells you, Hey, a referral program here. it continues to do that with each competitor.
Right? And then it gives me the areas of improvement. They need a better enhanced online presence. All of 'em. They need better content marketing. They need patient referral programs. They need online appointment scheduling. This means if you have online appointment scheduling, if you're, if this is one of your competitors, boom, you'd be in business Patient engagement.
They need better patient engagement. So this prompt, I wanna give you guys this prompt right here. Here are the names of my top competitors research, who your guys' top competitors are, right? Just go on to Yelp, go on to Google, type in dentist, hear me. The top three will come up and then put it in here.
Don't, you don't have to put these right here in here, but put your top competitors in there and then generate an analysis of their strengths and weaknesses and market position. Then you'll know, okay, this is what we need to start focusing on, mama. maybe ground marketing. We need to focus in a little bit more on our website.
Whatever, right? It'll tell you. It will tell you Chad g p t, and then from that point on, hone in a little bit more what marketing channels are they u utilizing more? How are they utilizing it? Where are there weaknesses that we can gain a competitive edge over? then boom, it will tell you. So guys, this is just two ways on how you can use Chad g p t to improve your practice, right?
To start the trajectory in a, in a really, really good way to utilize it as your assistant, to utilize it as your marketing person or or marketing person's assistant. Many, many ways you can use it. If you have any more questions. I'm always testing it out, always coming up with tons and tons of new prompts.
Definitely reach out to me in the show notes below, or you can join the Dental Marketer Society Facebook group. It's a free Facebook group in there. It's where I share more of this stuff. But yeah, utilize this. A lot of this is gonna be in the show notes below, especially the one where we talked about social media or Instagram for, uh, dental practices.
So thank you guys so much for tuning in and I'll talk to you in the next episode.
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
[Click here to leave a review on iTunes]
Guest: April Lee
Practice Name: Flash Dentspa
Check out April's Media:
Website: https://www.flashdentspa.com/
Instagram: https://www.instagram.com/flashdentspa/
Email: info@flashdentspa.com
Other Mentions and Links:
University of Pittsburgh School of Dental Medicine
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Spending limits on bank loans can sometimes be a good thing. This may help you keep on track and not overspend in some areas!
- Offering incentives to other local businesses and the customers they send your way is a great way to bring in new patients!
- Having staff that LOVE being there is when you know your team culture is on track.
- Always show support and relatability to your staff and associates. They are people too, so they appreciate the personability!
- Make sure to read into contract terms, especially regarding termination, so you don't get stuck with a contractor you'd rather not work with!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: April. How's it going? Hi.
April: Good. How are you doing? Thanks for having me.
Michael: No, thank you for being on. We were talking a little bit before those balloons in your background have been holding up for how long? Like a month and a half?
Yeah. How much did those cost?
April: Uh, I bartered.
Michael: Break it down at me. What'd you do in order to get that?
April: I gave free whitening and I asked the balloon girl to do that for me.
Michael: Did you know her beforehand or no?
April: No, but she told me she did balloons and I was like, Hey, I'm having a grand opening. I don't have money, but I can do this for you.
Michael: Yeah, normally. Okay, so. You went in there, asked her, or how did that work out? Like did you just ground mark it? What'd you do? Oh,
April: she was a patient, um, she just scheduled a cleaning with me and, uh, she was like, I got charged $3,000 for a cleaning. And I was like, you're like, Young, like, you don't need this.
Maybe like you have a little gingivitis. And I was like, yeah, we'll just do this simple cleaning. And then, she said, oh, do you know anybody who needs balloons? And I was like, oh, like what do you do? And she was like, oh, my side gig. I do like balloon for events and I'm, it's hard to give up cuz it's really good money.
And I was like, Great, then. Yes. Me.
Michael: Yeah. Cause they're nice and they're still holding up, you know what I mean? So you just had your opening a month ago, month and a half ago. A month and a half ago. All right. So we'll dive into that in a little bit. But before that, tell us about your past, your present.
How'd you get to where you are today?
April: Uh, I've been through a lot of interesting routes. So I graduated in 2017. And then I worked for a corporation. I went to Houston. So I graduated from Pittsburgh. I went to Houston, worked for a corporation. It was a chaos. And then a week after I moved, hurricane Harvey hit Houston.
Yeah. So, uh, I walked into an office where there was no office manager. Uh, I had two assistants who were interns and then front desk, she quit that day. Treatment corner quit that day. because we had 40 patients. I'm a new grad and I had a molar root canal, and they put me with two interns and no manager.
So I was like, I, this is horrible. Like I can't do this. And Hurricane Harvey, I took a break for like a week, um, trapped in the house. And just crying every day for a little while and I was like, yeah, this is not something that I signed up for. I don't think anybody goes to dental school to be like, I wanna war for corporation.
Sounds awesome. But it's really honestly the only place they'll actually hire new grads. So I went in, dove in and decided that I. Have to be independent. So that's when I started looking at turnkey. I started asking around to see if there's anybody selling the office. And I was, um, I'm a big like. Believer in God and I was praying and fasting.
Um, I think Ramadan's going on today, but um, I am a Christian and I still fast and pray, uh, just because part of being able to stay focused on God and I had a picture of my business partner. And so I reached her out on Facebook. I said, Hey, like, I don't really know you, but you were in my picture. So, can you meet?
Uh, I know you graduated a year before me. We happened to go to same dental school. So she's like, sure. And then we met, and then I said, do you wanna open up an office? And she's like, no, not really for, like, maybe I'll wait two years. I'm not ready for it. And I was like, well, what if I tell you that I'm, I know how to do like the beginning stuff right now, and if we get an office, maybe we can get it together.
And she's like, well, I'm not ready for it. But I, I'm open and finally found an office, someone that I work for called, like it was a connection through a connection. And then she called from Boston and um, she said, oh yeah, I'm like selling an office. I'm visiting Boston, but I actually live in Seattle and this office has been open for a year.
And um, I said, Hey to my partner, Hey, do you wanna come, um, check out this office? Cause they're selling, it's only been a year open. And then we went visited, we met the doctor who owns it. she had to move because family issues. And when we bought it, we bought it in like we did the SBA loan. Cause you can't do a startup loan with them.
So the only way that you could do is SBA loan. We did that and purchased a practice, started nine months out of dental school and did a partnership practice acquisition. And, um, first three months, obviously it's just like new learning stuff. Uh, we didn't have any staff we hired the first day. They all, what happened was the doctor who was in there as an associate beforehand, he was trying to buy it, but his credit wasn't good enough to get approved.
So when he realized that he wasn't good enough to get approved to purchase a practice, he told the entire staff, I'm leaving. You guys need to quit because this is getting sold. And the doctor freaked out because they all quit the next day with the patients on the schedule and she had to do a red eye flight in.
And we came in to just like be an assistant for her and. You know, just help her out. She had to put indeed like, can you somebody help me today? And we were hiring that day, same day the doctor was working, we're all working. And that's how it started with the first day in our new office. And, um, is hard because You really have to trust that other person. And we really had an amazing partnership of that trust. I worked two days, she worked two days, and then we both, um, worked at different places just to make our income so that we're not losing money in our office. we paid ourselves like a normal salary, like daily guarantee that other doctors would, and.
After a while, I've always had a heart to grow the office, but when you're not on the same page, after about three years, me constantly pushing to say, Hey, can we grow to another office? And the other partner is not ready, then like, then I have to branch out. Mm-hmm. So when I decided that I'm going to probably be closer to my family.
My family's in Florida, and then. Sell that office and start something new or keep the office, but it ended up being that I had to sell the office and move here last minute because of the whole purchasing this office and signing the lease and everything, and I couldn't do it remote anymore. Hmm. Yep. So I had a dream back in 2020 and it was like a really crazy dream.
all you dreamers out there like dreams mean so many different things and some dreams you cannot forget. And this dream was, I was eating, it's just so funny. Um, I was hanging out and I saw Jim Carey and I was like, Jim Carey, like, what are you doing by yourself? You're like, really famous. Like, you're h here eating by yourself.
And um, he was like, oh, no one wants to come and eat with me. And I was like, well, I'll come hang out with you. Like you're my, one of my favorite comedians. And, um, I'm just sitting there chit chatting with him in the dream. And he said, uh, yeah. Here if you have any questions, here's my phone number. And he gave me his phone number.
This was May 15th, 20, right at the brink of Covid. And I woke up and I was like, what is this phone number? I was like, what is this area code? Oh, I remember the area code is 7 27. And then I look it up, I was like, 7 27 area code. And it was St. Pete. And I was like, where's that? And um, I was like, oh, it's kind of close to Tampa.
It's like in Florida. What, how convenient, are the odds? And, um, I said, oh, well, Jim Carey, Florida. I just looked it up. And then boom, like May 16th, 17th was the first day he had an opening for his gallery at Ocean Gallery down SAP Beach right here. and I was like, oh, that's weird. Like, well, that's just weird, right?
Mm-hmm. And, And then, so I was just like going on roaming out through the day, just kind of shocked by that dream and just walking around the park to, uh, quarantine myself from everybody else. And, I already told you, I'm a big believer in God. that 7 27, it was like written in red, which is like Jesus wrote and read in the Bible.
And like when he spoke, it was always in red. And then Jim Carey initials same as Jesus Christ initials. And also he had a YouTube video that told a story about him being an artist. And he also drew a face of Jesus in the video. And I'm just like shocked by every little moment and my little crazy self still trying to like suppress it because I wasn't ready to sell my office.
Then a broker called me out of nowhere from Orlando and she said, Hey, are you looking to find an office? And I was like, no, not over there. And um, I was like, how did you even get my information? And he said, oh, uh, I don't know. It's in our directories. So I realized that they're also a branch of Texas, uh, brokers and they did our first branch in.
Orlando, and I've actually never reached out to them, but they happen to have my phone number and they said, um, yeah, uh, where do you wanna look? And I said, Tampa, I'm open to it. It's like a city. And then two months in, they said, Hey, are you open to going to St. Pete? Because it's really hard to find a location in Tampa.
And I was like, well, Honestly, if it weren't for that dream, I probably would've said no. But because of that dream, like, fine, you can start walking. And when, um, they started looking and, uh, found a location, it was all the signs matched up. So I decided to sign and then bill this office.
Michael: And now you're in the office?
Yep. Okay. We'll, we'll jump into the bailout process, but let's rewind a little bit. You were in Houston and you worked as an associateship in Houston or an associate at Houston?
April: So I was a partner of the business that I owned in Houston.
Michael: Yes. Oh, what part of Houston or where? So, um,
April: we were in Cypress, Texas.
Okay. And, uh, so my bi, my business partner and I bought it together and then decided to form a partnership. we created an LLC together with our both separate LLCs. It just makes it a lot easier to keep things together so that the assets. When something happens, it doesn't hit our personal assets like that.
It has to go through a company corporation that owns office. Then the other LLC that hits our DMD corporation. Then it can get our assets. So we just wanted the, that safety there. Mm-hmm. So we decided to do that and then had it for four and a half, five years.
Michael: Oh, wow. Why, if you can give us some points of why it didn't work out.
I mean, uh, there's, the trust is still there. I'm assuming you guys are
April: still friends, right? Oh, yeah, definitely. I love her so much. Um, kind of because I signed this office and then I knew I had to go to Florida and last minute I told her, I was like, this buildup process has been so crazy that I was like, I gotta go.
And then she's like, what? And then I was like, yeah, uh, I kinda literally have to go and like, Two weeks. So I handed her over and I said can you take care of it? And she was like, it was really sad cause she was crying. I was crying because she's like, it feels like we're getting through a divorce. And I was like, I know.
It really is. It really, it really is because like works through such hard times together. The way that she took me on board with Oh gosh. Like she has such a big heart. Like what actually happened was I was a new grad, right? And she's already practiced a year ahead of me. When you do an S B A loan, they require you to have certain months of statement that you have enough money in your bank account to give you that loan.
And my bank account was super fresh with money coming in because I was a new grad. And, um, these, this money that's sitting in there has to be proven like four months of it not changing the status. Like you're not getting money randomly gifted to you or anything like that. And I didn't have that status because I would just graduated and that made, the bank, made it so hard that I can't be on to buy this practice.
But she and her husband, he had stocks that he owned. and stocks can be liquidated really quickly. And they had money cuz she's been graduated for like over a year and then, um, and it's like crude in there, it's not really been, hasn't been moving. And last minute I showed her, I was like, Hey, I only have like $32,000 in my bank account right now.
They need $30,000 down for me to start. It was like a 10% of what the practice was gonna cost for us to buy. And bank was like, we're not taking that money cuz it's too fresh. Like we don't have records of like, Four months of it being stable in there and hasn't changed. And so what she and her husband ended up doing was, well, we got a wire this last minute.
Like we have two days to do this and I'm trying to get gifts from my parents to get like the money or something. Cuz that's the only way that they'll allow me to have the money. Mm-hmm. If, if a gift and then you don't return it back. So she ended up just putting all that money, they liquidated it gifted to me, and then we put $60,000 down to start and they had that much trust to like the husband sold his stocks to do that for me.
Mm-hmm. And like that's a whole nother level of like trusting somebody who just randomly Facebook messaged you. and then, I mean, they knew, I was like, I have this money. I just like, They're not taking it. So obviously I wire them back to them afterwards. Um, and that's how we got started.
Michael: Okay. That's good.
So then, I know you said you wanted to grow, but she wasn't ready.
April: She said it was too much of a headache.
Michael: Talk to talk to me about that. Why, why did you want to grow? Was there a. Does she want to just, um, I guess hyper focus on the current practice that she had and then build it, maybe drop insurance, all that stuff?
Or was it more like you were just like, all right, we're, let's just keep going. Let's go do another one. Another one. And is that like your future too with this one? Yep.
April: Mm-hmm. Oh, yeah. This, um, I finally think I've kind of solidified some of the reasons why I'm doing it. Um, I did wanna grow. I was like, Hey, can we grow to like 10 offices?
And she's like, one's a lot. And she, she is like, I'm a little bit older than you. She's like four years older than me. She's like, it's a lot. she's more of an introverted personality, extrovert, but at the same time, didn't have like the A D H D, like hyper personality like I do. So like I have a lot of energy roaming around all day long.
So she was like, I can't, like, This one office is enough. Mm-hmm. So, and I'm over here going like, I want like 20. So that just kind of didn't really settle with, um, that's when I, I had to, we had to realize, I was like, Hey, eventually I'll probably end up branching out or like giving, letting you take care of this entire office by yourself.
Michael: Gotcha. So do you still own, uh, part or are you still a partner with the other practice or? No, it's a hu hundred percent hers. That's hers now. Okay. Gotcha. Gotcha. Okay. So then you decided, uh, let me ask you a question real quick. You said you spoke with the branch of brokers in Texas. Who are they? Uh, ex excite.
Ex excite. Okay. They have a branch now in Florida.
April: Orlando Uhhuh? Mm-hmm.
Michael: Okay. Okay. How is it working with him? Um,
April: well, the guy that I work with, he got fired, but he ended up finding my awesome space. And I was like, so that transition after he found it was like perfect. But then like that transition after was like an issue and I was like, there was a lot, what was the issue?
Um, they didn't get the address right. So permitting was a little bit, I got a different address after I finished permitting. Ah, gotcha.
Michael: Okay. So let, let's dive into that a little bit. Let's dive into your business like, You went with who? For a loan?
April: I did Bank of America.
Michael: Okay. What were the terms of that loan?
April: Um, I got approved I think like $550,000. And um, I, it's like, cuz during the approval, like I still had my other office, so like they couldn't approve me for a lot because of my. guarantor part of the other office. So that's what I got so I got that loan May, 2021 and I, uh, maybe right before, but now I opened this December, 2022.
Like that's how long of this buildout was, like the whole journey of itself. Um, So they told me that I just have to do like two years of just letting them see every monthly and then try to make sure I'm not failing. Mm-hmm. And also, Wells Fargo was another one that, um, I was just thinking about. Chase doesn't do startup loans, but Wells Fargo does startup loans and right when I was going between Bank of America and Wells Fargo, Wells Fargo got a lawsuit.
For fraud. So I was like, well, I guess I'll go with Bank of America cuz I don't wanna really go with a bank that got, uh, lawsuit. So I just black and white. I'm a very black and white person, so I just chose Blink of America. my interest rate was pretty low. It was during Covid, so it was very low at that time, just like houses were really low.
except. The whole construction part took like extremely long time. So, but I love Bank of America. Um, my guy was really great and the reason, my biggest thing I love about Bank of America was they didn't let me spend money on some of these areas that I was wanting to spend money. And it was like the biggest blessing that you can think of.
Sounds weird, but they wanna make sure that they protect you from just being, sorry. Like women, we shop more than I think men. stereotypical thing, I think, don't quote me on it, but I do see a lot of women shopping a lot more and men are sitting outside, um, waiting until they're done. Um, that's how my dad did.
But then when you're on a kick to spend and you're like, yeah, I bought this, bought this, and I do it myself, right? I'm like on a kick to buy Christmas presents and all of a sudden I'm spending without filtering. I, I act like I have all the money in the world, and then I spend, and then no one stopped me.
Mm-hmm. But when you're on a kick to keep spending, then like Bank of America is like that. Husband's like, stop, like. No, no, like that's not a good spending, right? They're like, why are you spending this? They ask me these questions and some people have a personality of like, oh, don't ask me why I'm doing this.
I'm independent. I'm on my own, like, Um, they know what they're doing. They've done this many times and they know probably why dentists, most of 'em don't go to business school and most of them like to spend and, um, we see shiny pretty things and we like it and we wanna spend it. So they put that stop on me and.
They still allowed me to spend it in ways that I really needed things. So they'll just like shift the money around saying like, this is how much you can spend here. We can allocate this here and, and that will be actually good for, me able to just not overspend and then spend all my loans. Then I have to spend it out of my cash.
Michael: Gotcha. So you like that, you like it when they were there telling did you go on and you're, you're kind of right. Like even I'm guilty of that. Like I'll be good at like saving and then when for some reason if I'm on a kick, I can, anybody can just, Michael, you got it. Right. What is up with that? So, uh, let me ask you, your build out, how much was that?
April: My buildout was start, it started at three 10 and then it ended at. Probably, I wanna say like three 50. Okay.
Michael: Talk to me about your buildout process. How, how did that go?
April: Oh, it was hell.
Michael: Why
April: contractors don't have this thing called, Calendar. So they move it at their own free space on, I was just like, wow, like we're always on a time and dentist or like, let's get this done out, done out.
we're very efficient people. Cause that's how in the clinic we are. But uh, like. I'm sure who, everybody who's renovated a house or part of whatever construction you've ever went through, know that contractors don't have a calendar. So that's the same in a dental space or a commercial space. So I kind of went through quite a bit of hell with, um, three of the contractors dropped me when I first started, so I was doing this in.
Houston and I had a designer, um, their, my designer was awesome and he was getting, like, I had three contractors who I was negotiating with, and then two of 'em were non-dental and they're like, yeah, we can do it. And um, later on, one of 'em dropped me and then the other one, she was like, yeah, we can do it.
And then the other guy was a dental contractor. Uh, he quoted me a lot higher, so I was a little bit hesitant. But then also he, one, he said he was gonna do the engineering and architect with his team cuz he has a whole team. Um, he doesn't have to hire an independent contractor. And then he said he was gonna do it two weeks later.
my designer's like, Hey, have you heard back that if you got your engineering back? And I was like, no, not yet. I'll just give it a little bit more time. And then two weeks after, he's like, Hey, we should have heard this by now. And so I reached out to him and he's like, oh, well, because I know that you were negotiating with other contractors.
I quit that process. And he tell me, and he's like, I only wanna do this if you're gonna work with me. and my designer got really mad. He was like, what the heck? He wasted a month of your time and didn't tell you. And he's like, go look for a different contractor and work with him.
Found out that one of 'em that I was working with, uh, the guy who I was mainly working with got fired and she got fired and then they quoted me three times higher. At the end when they did the engineering, they hired an independent contractor for, uh, engineering. And then they were like, yeah, this is gonna be like three times more than what we initially quoted you.
So that's when I was like, I've wasted so much of my time, my lease and loan. I mean lease is like the free lease is almost done, and then I have to get up and I have, I told my partner, I was like, Hey, I actually think I have to be there in person and get this going because it's been like four or five months that I've just been sitting here and not been able to do anything.
So, I have to go. So that's how we had to part ways. And I had to look for a job within two weeks. Um, and I got a job last minute. Some like they needed, um, a corporation. It's a pretty good corporation actually. It's like more, it's a doctor owned and they took me on and then, I moved, I got an apartment.
And this all like happened flip Floop in two weeks. Mm-hmm. I got here and started looking for like people who are dentists and said, how did you build yours out? Who's your contractor? I found a contractor, Florida's really old school, and so there's not a lot of like little like. Details to like a contract.
So when I showed that to my designer, he was like, yeah, this is like not safe. Okay. So we, I hired a consultant, like a, he's also a contractor in Houston who built one of my friend's office. He consulted with my contractor and read, did the, redid the contract. Mm-hmm. Then, um, that took a while because they were not, Communicating efficiently.
Cuz my Florida contractor's pretty old school. So he's like, yeah, it's just over here. And then nothing in detail really. So he's like, this is not great. So then they ended up, you know, making it a more detailed and he's a good guy. So I had known that, I would probably jump with him from the beginning.
But you just met that person you don't know, you know? Mm-hmm. So I wanted to protect myself and be safe through everything. Got, I signed a contract with a contractor and then the permitting took five months. It took four. Wow. Yeah. So all this time my free lease is going and um, and now I have to pay rent and I had to talk to the landlord saying, Hey, like, I literally haven't even broke ground in this place yet.
So, you know, they still, it's business, right? They still need money. So I decided to take it out of my TI money for the loan. Mm-hmm. Because I am very anti taking out my own money to run a business. That's not what my undergrad business classes has taught me. They said, use other people's money to run the business and don't take off your arm and a leg to run it.
so that's why I try to stay within the amount Bank of America gave me and not have to cash out my own money. in the end I'm the one taking the toll and losing that. so. I took it out of my TI money. Obviously had to learn how to budget really well at that point. So I equipped five op ops, like all ready to go.
And usually I think startups, they start at like two and then build more out. Mm-hmm. But I also had a hard time from my start, um, my first acquisition. That we were equipped for three, and every time we tried to equip for four, it was like a big block that we couldn't get past because it was like, it would have to stop our working day and we would have people coming in doing construction, and it was too much of a headache and I didn't want any of those blocks and then if I was gonna grow, so I decided to just equip all five and then try to budget it and make it work.
Michael: So there's a lot going on. You mentioned, um, you hired a consultant, what was his name? Tim Nelson. Tim Nelson. And he's a contractor?
April: Yeah. He builds offices in Houston, Texas. And he is, Seriously like a dad and he cares so much about me. Obviously it costs, but it's worth it, especially when I'm having a meltdown and not know my contractor terms or what should be done.
Right. Because I didn't go to school for that. Mm-hmm.
Michael: Can I ask how much it costs?
April: Uh, it was like 5,000.
Michael: Oh, okay. In total, or like per month or something?
April: No, he, he just did a contract negotiation for me. He just was a consultant who contracted, who talked to my contractor to make sure everything was like all the t's across, all the dots are placed. Yeah,
Michael: that's pretty helpful. That's really helpful actually. Right. Especially.
April: Right. And I didn't know this town, like I was like, I don't know anybody here. Yeah. Like whatsoever. So he's at least making sure these contractors are following the rules and doing the proper things instead of, um, saying shady stuff because I don't know, and then I'm screwed over.
Michael: Yeah, no, definitely, definitely. How much is your rent?
April: It is about 5,000. Okay. So with the internet included? With internet included in n n N.
Michael: Oh, okay. Gotcha, gotcha. Uhhuh. Yeah, yeah, yeah. So when did rent start for you, and then when did you have to, when did you officially open
April: rent? Started for me in November, of 2021. I opened December, 2022.
Michael: Oh my gosh. So you've been paying rent that whole time, like with nothing, not seeing one patient.
April: Yeah. But remember the guy I told you who was fired? Mm-hmm. From the brokerage? He, um, his name is Wale. He was just like the humblest guy and he got the best negotiation you can to get.
Ti money. I can't remember how much t money was, but he tried to get the best space, location, everything. I really wish he finished through with me because afterwards it just got pretty bad. A little bit. Yeah. And, but he held my hand through the entire thing cuz he cared so much about me as a person.
And he's like the type of person who. Cares about all his people and if you're his homie, he's like, got your back.
Michael: Gotcha. Okay. Okay. So then now that you're open, what have you learned? What are you doing for marketing and advertising? What's your best roi? What systems do you utilize? Things like that. Uh,
April: Startup is so hard.
Like acquisition is take compared to startups. So all those people who started startups, like props to you. Um, I would say it's about 20 times harder than an acquisition. So no lie. Mm-hmm. Like acquisition, there's a reason why people try to do acquisition so they don't have to do the dirt work, but.
Startup, you have to know everything. Like literally everything, nothing's set in place. Um, I'm using open dental. That's what I'm used to using in Texas. It's like a big Texas thing. Apparently it's not a Florida thing, really. Um, that's my E M R system. I use a communication system called Casper. I really like them.
And, uh, I used yappy before, but Casper, um, Dr. Osman and he, I think that's Oser. Mm-hmm. Kareem the one. Yeah. He's the one who, um, got me on board. Really personable also, like, because I played around with Ypi before, they ended up having a lot of things that I needed. Um, there's just one thing I think they're working on that would make it pretty solid.
and I think it was like the treatment planning part that. Other like services might have driven planning, but every other communication thing about them has been great. And then what else
Michael: do I use? Are you talking about YPI right now or Casper, when every other communication. Okay. So, so I
April: used the YPI before in Texas.
Gotcha, gotcha. Got you. Got you. But Casper's a little bit more. Mm-hmm. Like upkept with everything.
Michael: Okay, gotcha. Except for their treatment planning you said? Or you, or you like it. So they don't have it. Oh, they don't have it yet. Or
April: they're supposed to bring it on this after this first quarter. So we're, we're getting there and I'm hoping that it'll be, eventually we'll get that portion.
Gotcha.
Michael: Okay. Okay. So you're using, what are you doing for marketing and advertising?
April: Oh, I have so many marketing things right now. marketing's one of those things that it's not like you got it and you're done type of deal. I feel like you have to try every little thing based on the demographic and the region you're in to see which one works best.
So initially I started, I used patient pop. To do. I used it in Texas and they were fine, but here they're really not doing anything. they're supposed to do your seo, but I haven't seen anything done. and they bind you to a contract for a year that you cannot get out of, like you cannot get out, like rent the contract a million times, cannot get out of it.
So, After one year. Um, I'm done using them. And then I've also took on energized. Cause I was really desperate after being open first month for, to bring patients in cuz nobody knew we existed. Mm-hmm. And then, um, it was good for the first month. And then I was having issues for the second month and I actually contacted them saying like, Hey, this is not worth my money.
so I What issues were you having? Like, nobody was showing up. Like they, they said like 50 50 was show, like 50 show, 50 no show. They're like Facebook funneling and like, um, social media funneling, but it was like 10% show maybe. And then like 90% just would, we never see them. So, but I think like after my conversation, they're working on it and I'm really hoping they're working on it.
But I've had that, and I have another local guy who does Facebook funneling. He's pretty good at what he does with other clients except dental. I found out that it's the most expensive per click. Um, he's like, I don't understand why your ads are so expensive. Because he's like, I've been doing this like for all my clients, but every dental one is like per click.
It's very expensive. So he's running that for me. Um, I purchased, a machine called Morpheus eight, which, so this office is not a family dentist office. It's like dental office, cosmetic driven, and it's a spa. Hmm. So I have an aesthetician. And trained her to, um, be able to do Morpheus, um, it's like a microneedling with radio frequency.
And when I got the machine, they also automatically came with four months of marketing for the aesthetic part, and I'm doing Google ads. Mm-hmm.
Michael: Okay. Is that working pretty well
April: or. Google. So that's why I'm trying to stay out of. Facebook has a certain population and for maybe for a general practice it would be fine, but with an aesthetic practice, cosmetic driven practice, the clients are hi, like a really big hit or miss.
Or they don't show. Um, most of them just don't show. And then, um, cuz they're like all price shopping and they want like, everything done for free. So I just, I think Google Ads, I'm gonna allocate that to spend on it. Uh, once my contract, um, is done with some of these companies. Got,
Michael: so your contract's already done with patient pop?
No. Oh no. So you're, you're still paying patient pop. Energize and a Facebook funnel guy. Yep. Oh man. How much is all that?
How much is patient pop? Patient
April: pop is like a thousand
Michael: a month. Yeah. Okay. And then energize five a thousand a month. Uhhuh. And then the Facebook funnel guy,
April: uh, he's like two grand a month. Okay, so now we are breaking it down. So it's like 8,000 maybe on marketing. Yeah,
Michael: 8,000 on marketing. Okay. So then once the year's over, where do you see yourself spending saving?
What are you gonna start doing more kind of thing. So
April: I really start to see the value in community and getting people who are influencers in the market to come in. So we kind of. I help them out a little bit here and there and then in like, trade in with, um, their post or being able to promote us.
I try to go to these events to connect because word mouth is huge and, um, especially in a small town like this, uh, like people call this a huge city, but I feel like St. Pete's pretty small. like I'm coming from Houston. Mm-hmm. So, It's also helpful coming from such a big city coming in here because in a really big city it's hard, like marketing's really hard.
in a smaller city, I think it's more doable. Um, A lot of people here are like local and they're pretty like hippy. And as long as you show face and then you actually show that you're a real person, they trust and want to come. And then word of mouth. My biggest thing right now is also like I'm trying to figure out different ways to, avenues to market regarding, um, some of the people are finding us through Google.
A lot of, some people are finding us through Instagram. When they would see their friend post repost, I would have events so. Not, I would have, I think I had the grand opening, so I'm having another event, uh, next month. And then just to get every other local vendors coming in to do their local thing, they got their own connections, like these business owners, and then provide the facility here, space for them to do that.
At the same time, like it's just brand marketing right now at this point. And then, um, branding myself, Another thing I'm doing, which I, I'm on a kick to do it this coming week. I've had, my staff and me we're going over to salons and because salons very, they work with patients all day, people all day long touch their hair all day long.
They talk about little stuff. So getting, giving incentive to those, um, People who barbers and people who cut hair to trade in for one of my service. But the service that I trade in, in for them is their lip service to their client. So I will get them in for free Botox, like, I'll be like, Hey, I'm gonna do a free Botox for you first time.
Have you ever done it? Okay, we did great. If so, whoever you send over and they come here, you get like $50 off your Botox treatment. So then you send like a certain amount of people by the time you send them over and they get treatment done, then you end up having, all these covered.
Then you're gonna get free Botox again. Yeah. But it's also just like bringing in traffic.
Michael: Mm-hmm. Yeah. Yeah. No, a hundred percent it's scrum marketing, like, so you. The best thing to do is when you go to these places is like make it make it like tangible. So like leave a signup sheet there with them, right?
Sure. So you're like, Hey, what's up man? Like, well, can I have some of your information? And then they're like, yeah, sure. Here's some of my business cards. Right? Then you're like, okay, can I give you some of our information too? And at the same time, this is what I wanted to do just for you. Right? And then you let them know.
What you wanna do, your incentive and then say, here, I'll leave a signup sheet. I can come back next week for people who wrote their name and number down, I'll give them a call. Right. But it's actually like something there on their mirror where p patients are like, what? What is? And then they're like front of mind, right?
They're like, oh, they're giving, you wanna sign up for this? You know, maybe give the patients an incentive too. Like, hey, everybody who comes in is like a percentage off or, I don't know, right. Something. Right. Um, makes it easier for them to refer and then makes it easier for the patient to come on into. If you wanna do that many incentives, it's
April: up to you.
Oh no, I, we don't have that going for our patients too right now. Mm-hmm. Like, hey, every person that you refer, you get like $50 off for your own treatment
Michael: or whatever. I think that would be a fantastic, like if you guys targeted salons all next week, that'd be beautiful. Yeah, you do really good. So then one last questions I wanna ask you, April, is throughout this process from the moment, I guess you decided to leave till today.
What's been some of your biggest pitfalls or fails?
April: Uh, I signed a lease before I found a contractor. I. I think that was my biggest pitfall because if I have a contractor, first of all they can't gimme the price anyway because I don't have the lease signed. But it's still someone that you can have to be able to build your space cuz that wasted so much of my time and I think it took like wasted seven months of my time.
Mm-hmm. And then I was able to do permitting. My other biggest pitfall. That I am coming out of is staffing. I think from the start I have a lot of expectations, not a lot. These people don't know me, who work for me, um, who sign up in on Indeed, um, to work. But people just don't wanna work anymore. And if I'm not gonna be personable with them, then they're like, I'm out.
So I, at the beginning when I first opened, I had really, really, really difficult time with staff, situation. Uh, the front desk girl didn't show up for the first day open. And then my assistant, she came in saying she wants to be an esthetician, except she was doing nothing for about two weeks and I couldn't figure out what she was doing.
And then I finally brought in an office manager and then office manager. When I brought her on that day, that assistant said, You know, I know you need her, but I don't work when there's a manager in the house, so I'm out. So I was just like, what kind? Like, but it's also like, I guess I was naive cuz I never had issues with staff before in my old office.
But coming here, they also don't know me and they're working for me and I have to take care of my staff, and I really probably came off pretty strong and couldn't take care of them the way that they would if it was an established office and they don't have a 5 million things to do. So I finally have a staff.
Who's sticking through the thicken thin. They also love being here. and that's huge. They like, They're like, it's so awesome being here. They love it. And they're like, it's fun. And I was like, oh my gosh. I'm like really thankful that you guys see me as family. And I was very transparent to them and be like, Hey, I have to make these goals.
I actually don't take any money home right now. I am hustling on the side, um, going at a emergency clinic and working their, um, night shift or going on a Sunday just because I also have to pay my own bills and I don't wanna take it away from the office of starting off. That cannot provide me. Otherwise we'll be scraping pennies every day.
So, um, they know that I'm also hustling. They know that I care a lot about them and just being really straightforward with them. Like, Hey, if we can't meet these goals, this is literally daily goal that I have to meet, uh, to just break even. And if not, then I can't provide you guys jobs and I would have to shut down and figure out stuff first, and then I'm hustling.
And, um, that transparency with, um, I am an employer, but I don't pretend to boss him around because nobody deserves to be treated that way. Mm-hmm. Um, they just all have mutual respect for one another. And also like, understand, so training is hard at first. We all expect everybody to be trained perfectly, but that training, um, they're people who appreciate it and they're willing to learn and they get really good at it.
And if they're not really good at what they do, then you shift them to a different spot in the office and do that. I wanna give jobs to people. I don't really wanna fire anybody. also if you know, not people, not everybody's good people, I also have to be really, and being able to pick up that too.
But I also focus on trying to. Be in their life and be their mentor through different journeys in life, not just in the office space. So that's really built that loyalty for my staff and, um, they're willing to do everything with me. That's
Michael: nice. That's really, really good. Awesome. April, thank you so much for being with us.
It's been a pleasure. But before we say goodbye, can you tell our listeners where they can find you?
April: Oh yeah, they can find us on Flashden Spa, F l a s h d e n t s p a, and you can email us on info flashden spa.com. And I've been actually helping quite a bit of startup people, uh, individually. So if you have questions, you can reach us out.
Michael: Awesome. So guys, that's gonna be in the show notes below, like always in April. Thank you so much for being with us. It's been a pleasure, and we'll hear from you soon.
April: Thank you.
Welcome to today's MMM! Today are explore how utilizing AI can benefit your dental practice in reputation management, marketing, and content generation. We'll discuss how ChatGPT can help you craft responses to negative patient feedback, or emails that you don't quite know how to respond to. Using context such as "I'm a personal relations person, how would I respond to this negative comment?" is a great place to start for negative reviews! Additionally, we'll delve into how you can use ChatGPT to market your practice by requesting tailored messaging to reach the patients that you want. Finally, we'll explore how you can leverage ChatGPT to determine the most efficient ways to carry out tasks in your practice.
To dig into these tips and more, catch my conversation with Dr. Justin Scott here!
You can reach out to Dr. Justin Scott here:
Email: drjustin@puredentalhealth.com
Website: https://www.virtualdentaloffices.com/
Practice Website: https://puredentalhealth.com/
Instagram: https://www.instagram.com/virtualdentaloffices/
Practice Instagram: https://www.instagram.com/puredentalhealth/
Other Mentions and Links:
Tonya Lanthier - Dental Post
HIPAA - Health Insurance Portability and Accountability Act
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: hey Justin. So talk to us about AI and chat, G P T. How can we utilize this, or what advisor suggestions can you give us that will help our workflow efficiency or front office tasks within our practice?
Justin: we we're training the whole team to, to use chat, g p t especially the marketing department.
And we, we were using it to. I think that the best way to use it is for content generation, for thinking up ideas of what to say. If you're writing content, say for your newsletter or for posts for content. For any type of marketing sort of thing. It's really, really helpful. Even for reputation management, I'm, I'm using it a lot for responding to bad reviews or maybe even an email that comes through from a patient that uh, is angry.
It's like, how do I respond to this? Mm-hmm. Uh, What's the most professional PR way to respond to that? It's really good for that. I use it for HR questions. My staff member did this and uh, how should I deal with it? Or am I gonna get know labor laws pretty well? Legal questions, it's pretty good with that kind of stuff.
So I actually got rid of my HR legal monthly fee saving money. Uh, So it's already getting rid of jobs. Which a lot of people are, are afraid that it's mm-hmm. Gonna do. But uh, I, I don't think it does everything for you, but it, it does so much of the thought, like if I sit down to write down something, I, I can figure it out.
I took AP English, I'm, I'm pretty good with writing, but it would take me a really long time. It can write it like that. Yeah. I can say, write a blog post. Make it 500 words. Boom. I got you one. Okay. Well, okay. Change it to say this. Boom. It changes to that. Okay. Well actually I want it to be a thousand words.
And can you write it from, you, you can, do all sorts of crazy stuff like tell it to write it and the voice of the King James version of the Bible and it can do it for, for you like that. I mean, just anything that you want it to do. It can, it, it can pretty much do. Obviously there's no use case for dental office for doing that.
Cool. Yeah, yeah. But like today, I was using it to write a bio for myself, for my, for my website, for my new company, VDO. I'm writing a book, so I took my book and I pasted it on there and I said, take this information, write my bio. And then I wrote bio, but it, it didn't have my name cuz my book doesn't have my name in the, in the text because it's on the cover of the book.
I'm still writing it. So I was like, it's, my name is not Dr. Smith, it's Dr. Justin Scott. So can you replace it and rewrite it for that? Also, they entered some stuff that I didn't want, so I take that out and put this in did it and copied paste it and sent it to one of my my assistants and told 'em to add it to the website, you know?
Yeah. So changing and editing content makes it just so much easier to do.
Michael: Nice. Okay, man. So you said you use it for two things that kind of picked my interest was how do you respond to a bad review? Like what kind of prompts do you put in it? So it can sound like you when there's a review? Right. So,
Justin: you know, I say act as a whatever.
So act as a PR person and tell me what is the best way to respond to this review. And you know, sometimes you get a person that's complaining about all sorts of stuff. You may wanna give some contacts for the particulars of the situation, but it basically says, we're really sorry to hear that you didn't have a great experience.
but it's, it's tailored to the specifics of what it says. Mm-hmm. Uh, It's probably a lot easier cause I, I'm emotional. I, I'm gonna respond wait a second, you did this, you know, but that's against hipaa. You're not allowed to do that. So when I did one the other day, she was complaining about her case and saying, this is what happened.
This is what happens. And it says, well, according to hipaa, we can't discuss your case, but we'd love to be able to talk to you and figure out what's going on. We've talked to her a bunch of times, but this is for the. For the people they're reading it. This is for reputation management, so that someone's reading it says, Oh, they, you know, she had a problem, but they really cared and they wanted to take care of, and they offered to offer, you know, help to make sure that she solved it.
That's what people really care about that, that you're gonna help with that. So, but if you basically just say, can you, how would you respond to this review as a PR person? Or you can just say, how would you respond to this review? That's a pretty darn good job.
Michael: Yeah. Nice. Okay. I like that PR person, right?
Act as a PR person. And then the HR questions, what HR questions have you been? Like
Justin: asking, oh gosh. I mean, a staff member threat. I mean, I'm just making something up. Mm-hmm. Threatens threatened to harm herself at work, you know, and, There's all sorts of stuff.
I mean, we just go on to Facebook and read the crazy stuff that happens in dental offices, but how do you legally respond to that? I'm not an HR person. I don't know. Questions, obviously, it always says, well, I'm not a lawyer, even though it has passed the bar exam. Yeah, G4 has, so you have to pay 20 bucks for G B D four or you can use Microsoft Bing, which gives you access to, to G PT four.
The older ones, g PT 3.5, they didn't do as well on the law exam and stuff like that. But yeah, it's crazy how fast those things are learning and getting to be more useful and better. Uhhuh,
Michael: I didn't even know that it passed the, the bar exam.
Justin: What? It's got a long list of all the different tests that it's passed Now, some tests it's tried, it hasn't done as well, but legal law tests and also you have to use your brain like you have to read it.
You know, I'm, I'm not gonna, actually use it for legal advice, but it may like at least give me hints the right way, you know, so that I have an idea of something, you know, so. Mm-hmm.
Michael: Yeah. So then how are you utilizing it for marketing right now? Give us, like, if you can, a step-by-step process of this.
Somebody who just right now, God on Chad, like, I'm gonna listen to Justin tell me this, and hopefully it will, it'll do this result.
Justin: So I think the most easy thing is, for instance I actually did a podcast with another guy. We were talking about the best way to do it. If you're doing video, for instance, you, you're doing a podcast.
If I was doing a podcast, what I would do, the first thing I would do is I would transcribe it and you would transcribe it with a bunch of different softwares are out there that can do it. So Otter AI is one can transcribe things for you. Des d e s c r i p t is another AI software that you can transcribe it.
Just Debbie Premier. Rev.com. You can pay someone to transcribe it for you per hour or whatever. A couple bucks an hour. So you take that and then you past that into chat GBT and say, okay, write me a blog post about this conversation that we had so that I can put on my website and link this back.
So you do that. So now you got your blog posts. Now you say you put it back in, you say, okay, now write me a YouTube thing cause I'm gonna place this on my YouTube and, and put me some, some great hashtags in there. And also, what should I include in the comments section because I wanna make sure that I'm doing everything.
So it may say, Oh, well to, you wanna have some sort of email capture device. Like you wanna have a P D F that can be on there, that can be linked. So then when they watch this, now they can download that. Okay, make that for me too. Okay. Now take that and, and make me an Instagram post. Make me 10 tweets will link back to that uh, thing.
So you've got this pillar content of video, and then you take the transcript and you use it. And then you spread that all around using chat G P T on all the different social medias that you can go on. TikTok, you can go on different things. All of the different ones have different sizes that they want you to do things or you know, some you want to use more emojis and depends on what you're trying to target.
And you can ask it, well, if this is what I'm trying to target. How should I go about doing that? And I do that a lot cuz I'm not a marketing expert. I'm just asking chat, g p t. A lot of these questions, everything I'm telling you I've learned from chat g p T. so another thing is that learning, learning what the best way to do things are.
Just asking chat, g p t, what is the best way to do this? Or what is the best way to market this? Or what is the best way to measure this? What is the best way to do an AdWords campaign? What should I do first? Any kind of marketing that you need to do, it really does have great answers and ability to teach you to do those things.
So, yeah, I think content generation and being able to take that into slice it and dice it into every different firm and fashion is great. It's a lot of work. I have a, a couple of virtual assistants that I've trained to do all these different things, and that's what the VDO is about is uh, we hire virtual teams for.
Dental offices so that they can help them do things like marketing, social media, because the real key is consistency with content. And that it's engaging. And then the measurement because you have to measure the, the impact of your marketing. And that's a lot of work. And if you're practicing dentists like me, being able to do all that stuff is, is very time consuming.
Some people like to do it, but it's hard for me to, to be able to put all that together. I like them to aggregate it for me so that I can. Help direct it where I can. Yeah, that's what virtual
Michael: dental offices is, is like, it's uh, so for example, I'm a practice owner and then uh, I need a team to help create these campaigns.
Market provide strategies, right? Like run the Instagram for
Justin: me kind of thing. Yeah, so we train them to do that. We have our processes that we've already trained people to do, so then we hire people and it's very inexpensive because we're hiring them typically in the Philippines. So average cost for somebody is under 12 bucks an hour, you know, where you can't even hire somebody for less than $20 an hour to be your hygiene.
The center to work at the front desk these days in Atlanta at least. So we hire somebody and then we just train 'em to do the different things. That someone wants 'em do to help come up with social media captions. And, and the best way to do that is you use chat pt. I mean, naturally most people that you hire is not gonna be able to come up with great engaging content.
But chat, PT can and they can access it and use it. You don't have to be smart to be able to do it. You don't even have to have great English. You can just mm-hmm. Ask it to do it right. And you can even ask it in tag go log, which is the main language of Philippines, and it'll. Translate it to English for you very easily.
Nice. Okay. It's a great tool for us. We use it all the time with everything that we do.
Michael: Are you using it in your front, like your front office is using it right now or no?
Justin: We use it for like predeterminations answering patient emails. I think that it's, it's good for just general questions, you know.
But it's not great for like real specific questions for insurance and stuff like that yet. Mm-hmm. But. Give it time, it will. So it just needs to be trained, the right data sets. It's just, it's, it's based more on general data versus real specific data. So, but like marketing for instance, which is very general data, it's got a ton of stuff but specifics on insurance, dental specific insurance, it's, it's not as helpful, so.
Mm-hmm. But I've asked questions like, what is the c d t code for this? I mean, you could, you could just Google it, but it also will find stuff that you typically could just Google.
Michael: Because it's more like a conversation, right? Google gives you a ton of options, but this will give you like, here's what I think.
Yeah. And the best option, right? Like one and the best kind of thing. Like right. One that isn't
Justin: perfect. I mean, it's not perfect, but man, it's, it's pretty cool. Cuz it feels like a lot of times it's a lot more just straight to the point. You don't have to go clicking on random stuff and dealing with a bunch of spam.
Yeah, it's fine. Yeah. You haven't used this. You gotta try it. It's, it's awesome. I got psyched about it. When I started using it. I was like telling my mom and all these people, A lot of people were just like, what? I don't care about this, you know? Yeah. But I'm like, this is revolutionary. This is awesome.
Can you see all the things you can do with it? So it's the type of person that is attracted to this kind of thing. Some people just don't care, you know, they're like, whatever, you know? Mm-hmm. But uh, to me it's just like super exciting, super fun, nice play with.
Michael: Can you give us one other AI kind of tool we can utilize within the practice?
Justin: Let's see. AI tool that we can utilize in the practice. You mean with Chet or with some other type of ai? Some other type
Michael: of ai.
Justin: Let's see. I really like uh, the script which is a is a video editing app. So I talked about video editing, so if you're doing any kind of video, it's really great for transcribing the, the text and then if you need to edit things like for instance, the uhs and the ums that are coming up, anytime you're having a conversation with, I'm sure I've said it all the time.
I, last podcast I had 400 uhs and ums and filler words. So it automatically pulls up all the US ums and filler words. The, the likes and the A means and things like that, you know? Yeah. You know? Yeah, exactly. And all it's on a like a script, kind of like Microsoft Word or. Slides, you know, like the, the, the Google Slides or something like that, or PowerPoint and you just delete it and it deletes the whole scene.
So basically the way you edit the video is just by deleting words. You can copy, paste and move 'em around or correct the specific words. So I've been using that a lot. To do little videos. I made a really cool video that's a testimonial for one of my staff members so that I can. Help try to find an assistant.
Unfortunately the in-office assistants are really hard to find. One of the reasons I started the company is because it's so hard to find good people nowadays. so I'm actually actively marketing, creating video content just to try to track people to come apply for my job. I pace the. Dental assistant add out.
No one responds. And, and this is not just with me, this is industry-wide. I've talked to people that run like my, one of my friends is Tanya Lanier, who owns Dental post.com, which is the biggest well, she, she, she sold it, but she used to own dental post.com, and it's one of the biggest. Places where people post job ads in the country for dental offices.
And she says it's happening everywhere as well as I'm part of d e O, which is Dental Entrepreneur's Organization. I'm hearing about it from all over the, the country that one of the biggest problems is just recruiting people is
Michael: really challenging. Yeah. Yeah. That's a good way to help though. That's a good way to help to use that, you know what I mean?
Right. To create it the way you wanted to create it and, and, and put your spin on it. So. Awesome. Justin, I appreciate your time and if anyone has further questions, where can they contact you at? we have
Justin: a website ww dot, www.virtualdentaloffices.com with the S at the end, O F F I C E S. You can, uh, email me directly, d r justin pure dental health.com.
That's my, my dental office, P U r e D E N T A l H e A L t h.com. And we have Instagram for both of those as well. So yeah, reach out anyway. You'll find me Justin Scott. Awesome. So guys,
Michael: that's gonna be all we one in Atlanta I know, but that's gonna be in the show notes below. So definitely go check it out.
And Justin, thank you for being with me on this Monday morning marketing episode.
Justin: Cool. Thanks man. Have a great week.
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: https://www.meetdandy.com/affiliate/tdm !
Guest: Amy Murray
Business Name: Dental Practice Management Agency
Check out Amy's Media:
Website: https://www.dentalpracticemanagementagency.com/
Other Mentions and Links:
Unreasonable Hospitality - Will Guidara
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Try not to talk over your patients! Instead, be an active listener to really hear the issues and concerns they have.
- Resumes only show technical qualifications, so always request a cover letter from applicants to really hone in on values and personalities!
- Always acknowledge patients when they walk in the door! Even just a smile and a wave can make all the difference.
- Engaging workshops and motivating projects are essential to an effective team meeting system.
- Having a third party coach that can see your practice from a bird's eye view is a valuable asset!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: https://www.meetdandy.com/affiliate/tdm !
Thank you for supporting the podcast by checking out our sponsors!
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Amy, how's it going? Good, how
Amy: are
Michael: you? I'm doing pretty good. Thanks for asking. If you don't mind me asking, where are you located
Amy: right now? I'm actually in Highlands Ranch, Colorado, so right outside of Denver.
Michael: Nice. Okay, wonderful.
So if you can tell us a little bit about your past, your present, how'd you get to where you are
Amy: today? Well, let's see. I've been in dentistry 25 years. Um, how much time do we have? So I've been in dentistry five years and it's pretty exciting. I started off as a dental assistant and then I moved my way over into administrative roles.
So I was a treatment plan coordinator, receptionist, financial coordinator. Moved myself up to an office manager, decided at one point in my life I wanted to go back to college and get my bachelors degree and become a dentist, and that didn't work out very well. I actually fell in love with the topic of sociology applied sociology's degree in as soon as I graduated from University of Tampa Dentistry Concierge in Tampa.
Absolutely loved it. Um, from there I had an opportunity to move to Colorado and became a technology advisor. So I'd go into dental offices, I would teach about eaglesoft conversions, um, digital CAD cam training. And then from there I started my consulting role, uh, took a little bit of a time, a break and works for a sleep apnea company for devices and integrations into practice.
And now I'm back dental coaching and consulting. Okay.
Michael: Wow. So you were able to, you did technology training?
Amy: I did,
Michael: yes. Okay. Wow. So that's interesting. A a lot of this. So then go back to applied sociology. That's what you started falling in love with more. Why?
Amy: Oh, well, I took a class in inorganic chemistry, not once, but twice.
And so we didn't agree with, I took a class cause I had to in sociology. My PE professor walked in and, uh, he didn't look like a normal professor. And so I, I sat back and I opened myself up to this class. And what I loved about it is that it allowed me to learn more about, race, ethnic background, gender, um, age.
And it really breaks it down into how societies work and how they function with one another. And it's so applicable as to what I do today. Okay.
Michael: Okay, so then, so what you do today, how does those two mesh together?
Amy: How do they correlate? Well, you know, every day as a dental consultant is something new. So in saying that, I have wonderful clients that I work with.
They're, they're, they're the best in the business, I feel. And what I love about them is they are female, they're male, they're different age brackets. They come from different backgrounds and they're personal influences. Their professionals, where they went to dental schools, where they did their undergrad.
And so having this sociology background, I can help in understanding how they wanna grow their business and also the element of their team member. Team members come from so many different backgrounds. It's like a melting pot. So to be able to really understand them and the ways of communication and how different cultures, genders, ages, blend, that's how you get a beautiful practice.
So that's how I see they've kind of correlated.
Michael: Mm-hmm. Okay. Gotcha. So this all kind of stems. From the, so how does that apply when you're hiring, I guess a team, you're finding a team member, you're looking for them. We don't, I mean, do we wanna look at their like, oh, okay. Tell me more about your upbringing, or how does that work?
Amy: So, you know, it's quite interesting. I love the hiring pro, uh, process that we do with the agency. Uh, we place an ad, it's typically on indeed, When, um, individuals are applying, we do ask for them to place a cover letter, because a resume only shows me where you work and what your job responsibilities are.
A cover letter is huge. That's you telling me with your verbiage, who you are, where you excel, what's your background. I, I love a cover letter. That's just wonderful for me. After I received that, I actually called the doctor, or I call the applicant, and the first question I ask them is, tell me a little bit about yourself.
Such a really simple question. However, it's a very powerful, whenever I ask that question, I'm not really focusing on the personal, I wanna hear about your business. I wanna hear how you've, you know, grown your career. Where are you at, things of that nature. Then I'll ask for them, what's important for you in a dental practice to be a part of a team?
What is important to you? So I capitalize on those things. From there, I actually ask them if I can send them what's called a DISC assessment. And the DISC assessment actually helps me learn what is the best way that they like to communicate.
Michael: Okay. So there's like a system to it, a strategy. Yeah, very much so.
When it comes to the cover letter to you, what are things you look at where this is a wonderful, like this is should be framed, cover letter or one that's like, this is nothing, this doesn't tell me anything.
Amy: Wonderful, wonderful. Uh, question. So in a cover letter, what I wanna look for is a, that you can spell.
That's huge. Right? And grammatically, you know, actually how to place those punctuations. Cause think about it, in our industry right now and dentistry, we do a lot of emails, we do a lot of text messages as well. So grammatically, uh, you wanna be on point. Also, you wanna have a beautiful tonality as well. I want something that's really strike me.
So what are the words that you're using?
What wrong, uh, verbiage and powerful words are you putting in there for me to be like, okay, this person actually has like, much better, much better, has stepped up the game. So that's what I look for.
Michael: Okay. Now, so it doesn't, there's no length that you're also looking for like, oh, it has to be like 10.
Amy: Oh, no.
Now I always say, show me what you have. Show me who you are and why is it that you are wanting to apply for this position?
Michael: Okay, that's interesting. So then you, after you decided, we rewind a little bit back to you, you went to apply sociology, you learned, and then you decided to go into some positions where you're, you know, teaching technology a rep and things like that.
And then you switched to consulting.
Amy: I did. Why I did, I was actually in a training class. I was training a, uh, software and I had this beautiful person named Marissa Nicholson join in on my training. I had no idea who she was. Uh, her client and her, um, team members. She took me aside afterwards and she says, oh my gosh, you had such a plethora of knowledge, not only about the software, you were giving tips and tricks about how to run an administrative role.
I said, yes. I said, well, that's what I used to do in my past. And she says, have you ever thought about dental coaching and dental consulting? I was flabbergasted. I said, wow, you think that I'm good enough for that? She says, I think you're amazing. Okay. And so we started working together at that point. And it's been a beautiful friendship and a professional relationship since then.
Michael: And so that was the kickstart, the inspiration, the motivation to go into that? Yes. Very interesting. Yeah. Now, when it comes to an administrative role, you said, because that's, I would say that's your forte. Wouldn't that be your area of expertise? Yes.
Amy: That, uh, preservation of culture in the practice.
Communication. Oh, yes.
Michael: Okay, so when it, well, two questions, but the first one, when it comes to an administrative role, break it down for us. What are some things we need to absolutely have to create that system for an administrative role? And then what are some things that are not as important that we feel maybe are highlighted too much in social media or other stuff?
Amy: Mm-hmm. That's a good question. Uh, I would say for an administrative role, what's super important is for somebody, To greet patients, answer the phone with a smile, put a smile on your face, you change your physiology. It's amazing the verbiage and the tonality that comes outta your mouth. So I always think that it's somebody who is charismatic, who's very positive, who wants to be there, and who wants to be a team member.
They want to learn from there. I would say open communication. I feel as though in our administrative roles right now, we don't have a lot of people that are considered active listeners. We have a lot of people that want to talk over, talk over the patient. The patients are calling you because they need you, and you need to be the active listener.
Ask powerful and appropriate questions. Make sure that you're hearing what the patient has to say. Repeat back to the patient what you heard them say to make sure you're capturing it so eloquently, and then take care of what the need is that the patient's asking for.
Michael: Gotcha. What powerful and appropriate questions can you like prep us for that normally happen?
Amy: Definitely. I always like to, first I thank patients who call, so if it is calling Dr. Speedo's office, you wanna greet them and you wanna say Thank you for choosing Speedo Family Dentistry. This is Amy, I can help you. It's powerful in that introduction because A, it identifies you know who I am. Thank you so much for choosing.
If you could choose anybody, and I'm the person that's gonna be able to help you. From there, I like to ask them. Well, typically at that point they tell me what it is that they need. Mm-hmm. So I'm quiet and so it's appropriate for me to ask the next question. I always like to ask, are you a patient of record?
And if they say Yes, I've been there before, that's awesome. If they say, no, I've never seen this dentist before. I said, that's great. Welcome to your new dental home. I'm very happy to take care of you. How can I best support you? Or how can I help you? Mm-hmm. And then from there, again, I'm an active listener.
I listen to what the patient says and what it is that they need. If they're calling for a traditional profi appointment cleaning appointment, or if they need to get in and have their emergency met, then I'm asking a more key question. What are you feeling? Can you describe to me what location of the mouth is it?
So I like to ask all those fun key questions. It's like an onion. You wanna pull back the layers and keep asking and asking until you get exactly what it's.
Michael: Nice. Yeah. I feel like sometimes Amy, I remember when I was in the front, sometimes it would be like I'm rushing it, you know what I mean? The phone drinking, somebody just walked in and I'm like, okay, even though we have another front office.
And so when it comes to asking questions, it, two things I feel like it made me realize is one. I'm rushing it. And then the second it's like, Hey, how's everything coming along? Is it good? Is it bad? I'm, I'm giving them options to answer instead of being comfortable with the silence. So how can we be better with, comfortable with, you know what I mean?
Like asking 'em a question and then shutting up. And then the second thing would be, um, how do we handle not rushing it?
Amy: Definitely not rushing am it's, it's hard, right? That's a double-edged sword, especially being in, um, a very busy practice. Uh, as an administrator, you have people walking in, you have people giving you handoffs from the back.
Uh, you have other lines that are ringing. I always like to say that when a patient walks in, you should acknowledge them, acknowledge them with your eyes, even if you're on the phone, acknowledge 'em with their hand, um, and smile. So they know you're gonna be with them momentarily. What's most important, especially if there's a new patient on the phone, you never, ever, ever want, stop that conversation.
That's why I initially asked in the beginning, are you a patient of record? Are you a new patient? If they're a patient of record and I have all these other things that are happening, I'm very candid with the patient of record and say, you're extremely important to me. Could you please tell me what I can do to help you?
And then if it's something that I can call them back, I will gladly take their number and let them know I will call you back in the next five to 10 minutes. You gotta hold it to your word though. Mm-hmm. You gotta call him back five to 10 minutes. If it's a new patient, I'll simply roll through and do what I need to do.
Um, I also would hope that I would have strong enough administrators and team members that are cross trained, that if I'm focused on something, they can also help. But I believe that if you just simply smile and acknowledge and let people know, they generally get that queue and know that you'll be with them as quickly as possible.
Michael: Gotcha. Okay. So it involves also like. Letting the team members know, kind of Right. Maybe would you recommend like having like a, a signal or something when you're feeling like, okay, I have too much going on, and, you know, or, or what do you think? Yeah,
Amy: yeah, you could actually, I mean, we use this for hygiene all the time with the agency, which I love.
We have, uh, different colored cards. So what that means is we have green, if things are going good, there's, there's no. There's, there's not a lot of time that are on this phone call. We have yellow. Yellow is like, Ooh, this is a little bit tricky. Patient's asking a couple of questions, and then we have Ray, oh my gosh.
They have a whole lot of things that they wanna get across to us. So what you can do is you can have those series of cards and as somebody walks up without you mouthing anything, miss what the patient's saying. You can easily slide over a card and, and so they know. Mm-hmm. Now that's a visual cue, and then they can know that if it's yellow or red, hey, I need to take care of this patient.
Our administrator is really focused.
Michael: Gotcha. Okay. I like that. The card situation. Yeah. I feel like whenever you're stuck in a situation when you're with a team and you're having a hard time, there should be like a signal or something. Okay. You know what I mean? Yeah. Yes.
Amy: Yeah. There totally should be. There should be.
So, yeah. Uh, we help our teams with that, so it's just a fun idea.
Michael: Nice. That's wonderful. And so then you also mentioned one of your area of expertise is maintaining the team culture. Mm-hmm. And so first, how do we even. Find the, like I, for example, I'm just gonna give you an example. Like if I go, Amy, I want my culture to be happy.
Do we do, how do we go from there? What do we figure
Amy: out? So of course I'm gonna ask you what does happy mean to you? Like, give me some more words. That's just a real general, um, description. So I said, give some more words, more specific. Are you looking for team members? Are you wanting to preserve something that people are excited to come to work day?
That you're gonna be excited to, um, I don't know, answer the phone every day, things of that nature. Right. So the way that we go about preservation for positive culture in a practice is we actually do what's called observation. With the agency, which I love because this allows us to be able to float from front to back.
We watch admin side, we watch our das with our doctors, we watch hygiene, and we do this because there's certain key words that we want to see how the teams are interacting with each other and then also with the patients. So that's huge. not only do we do the observations and we're very candid, we give great feedback, constructive feedback to our team members and to our doctors as well to accelerate that.
We also provide monthly team meetings. Which, uh, we, as the business coaches and consultants, we run those. And what I love about them is that we have an agenda. We do fun workshops, we focus on communication. We do disc presentation, so we'll take disc off of everybody and we'll do a fun presentation on that.
Um, we'll actually talk about better strategies of how information is given and received by team members as well.
Michael: Okay. So then when it comes to the observation part, what are some things you've seen that you can share with us? Like the three most common, this is what happens and this is the solution for why we can stop making that happen when it comes to a problem.
Amy: Yeah, so definitely one of the things that we like to observe is the handoff. Those are critical, right? We like to know exactly, uh, that. Hy I'm gonna use hygiene, for example, if that's okay. Mm-hmm. Hygienist is in with the patient, right? It's a very, uh, it's like a dance of a relationship, right? The, the patient is gonna tell the hygienist more than they're gonna tell the doctor sometimes.
So what we like to do is we like to have the hygienist, uh, after they do it, the tore of the mouth. That they specifically write down things and they also tell the patient, Hey, you, I'm a little bit concerned. I see some things here, but let's confer with the doctor. When the doctor comes in. It's important, doctor. It's still great for the hygienist to say, you know, uh, Dr. Sido, today we're seeing Mrs. Jones, and what I saw with Mrs. Jones was X, Y, and z. I'm curious about this. Could you please take a look at this and then to go in if there's perio concerns or anything of that nature? there, the doctor's gonna do their dance, but the doctor is listening to the hygienist.
That's the beauty of it, right? That the hygienist is actually pointing out areas. And from there, what I love is that the doctor is gonna confer. Yep. You know you are exactly right. I see what you're seeing. Let's go ahead and get this patient scheduled. I'll see you in the next week, two weeks. There's a time and urgency.
That's that appointment. So now the patient's, not the patient has heard what they need to have done. Not once, but twice. And then the third time is when they're handed off from the hygienist to the administrator. So the patient is now hearing what they need three times. This is a beautiful dance because us as humans, we don't listen to things.
We don't grasp them one time. So by the time we're ready to get appointed, we're now hearing it three times and we know that is an urgency because the doctor has placed that. That really helps in the scheduling of practice.
Michael: Mm. It helps finalize it, right? Yeah. Yeah. Like to, to get it in there. Interesting. So do you ever feel, Amy, when you're doing the observations like. Team members act or perform kind of thing in front of you, right? And then they go back to like, because I mean, somebody watching, somebody's watching me. So I'm like, I gotta turn it on. And then maybe like somebody else is like Amy, he really doesn't act like that around here.
He just, you know what I mean? Does that happen?
Amy: Oh, it happens all the time. Happens all the time. Um, a lot of times myself, uh, Marissa and Nicholson and Chris Hamal, the main coaches, uh, we actually don't do a lot of the observations. We have our administrators, we have two administrators, uh, Jamia and Alexa, who actually go in on our behalf because we know how our team members act.
So if it's a different set of eyes, they might get a different reaction as well. you know, we're humans, so we go straight into our automatic, it's what we know. And if we know that somebody's watching us, like you said, we can step up our game a little bit and then we kinda fall back. Um, we definitely go in.
We try not to let everybody know that we're coming in so we can actually see them in their natural, uh, capabilities and where they land. Some of the times it's inevitable. If they see us, they see us. Uh, but a lot of times what we do like to do is kinda go in on the stealth mode and a different set of eyes.
It might get a different return. So
Michael: yeah. Okay. That's interesting. So then how can we main, we figured out how we can find the culture. How do we maintain it?
Amy: Maintaining. So it's critical to have those monthly team meetings. A lot of offices, the moment you say, oh, let's have a meeting, all of a sudden people are like, no, I don't wanna have a meeting.
Cause it's just by PowerPoint or there's people complaining and that's no fun, right? Mm-hmm. Uh, so I always like to say team meetings need to be motivated. Be transparent with your team about your numbers. We use a great digital software platform, Intel, and I love dental Intel. It only works with certain softwares, however, it will take within that software and put it in a dashboard, um, metric.
so doctors are really transparent with their teams and you're gonna get the best outta your teams. Now, they're also held accountable for daily goals. For DR. And hygiene as well. from there I always like to do what I like to call personal and professional check-in, so gimme one one of each and everybody around the room does that.
And I love it because a lot of times our teams don't have time to get to know each other, so everybody shares something great that's happened with them personally and professionally. Very clear about numbers. And then I'll actually bring in a workshop. Workshops are huge. You can go on YouTube and actually Google different type of inspirational videos.
Brown is one of our. And you can pull from what she's saying and you can actually make that into a really small workshop. Ask your team powerful questions, have them work together and that is beautiful. Cause at the end of the day, you're preserving that culture cuz you're teaching everybody how to properly communicate.
Michael: Yeah. What have been some amazing workshops that you've done, Amy? Well, I
Amy: love disc. Disc is my favorite. When we make it really fun, we actually use the movie Shrek as a part of our disc presentation. Mm-hmm. Because, uh, you have the dominant person, you have the other person who's very interactive. You have the one that needs and the one that needs consistency. And, uh, so this has to be my absolute favorite. Second would be braving, uh, by Brene Brown. Mm-hmm. It's actually teaching everybody how to trust a team member and how a person needs to be what's called a vault. And when you tell somebody something who is a bolt, you know that they are gonna take whatever you say, to their grave.
And so I love that one as well. And it's really learning how to trust one another, which a lot of times is a work in progress. Huh?
Michael: Can you give us some steps right now on how we can tell our team, like you, you need to trust, you need to trust Suzy Bell, like, you know what I mean? How can we, yeah. What are some things we can do?
Amy: Well, definitely I always say if you have an upset with somebody, you have to go directly to that person, right? And you have to clear the air. A lot of times it's very difficult to do. We do teach people how to do that so they feel comfortable in their own skin and to be able to go to that person. We also like to talk about how in breathing that it's super important to know that. When you set that positive culture in the practice and you know that I can go and I can talk to this person, and this person is not going to, uh, take what I say, take it outta context, share it with other people, um, we teach them that you'll have a beautiful friendship and professionalism for the rest of your life.
Right, and it's really, it's learning to like and love each other. And that disc plays an important role because it's how, how can I read that person? Are they very direct? Are they mostly like a high, they're not. Listen, So it's really understanding the disc part and establishing those parameters and boundaries, um, for giving in, receiving information, and the, the three all work together, so Beautiful.
Michael: Nice. When you do these workshops and assessments, or even before that, what do you do when you notice there's a team member who you're like, you don't fit, man. Like, you just don't, you're. You're negative or something. Like what? What happens with that?
Amy: Ooh. Those are what I like to call crucial conversations.
Mm-hmm. Right? Mm-hmm. Uh, you even see it outside of the team meeting, you can pretty much pick it up pretty quickly, right. Um, what I like to do, always like to believe in the beauty of everyone. I will ask the doctor if it's okay for me to take that team member aside and really one-on-one. I'll ask the team member, are you doing okay?
That's the first thing I'll ask them. If they say, yes, I'm doing fine. Say, okay, well I've noticed that there's a little bit of, um, you're not being your best self. And what I mean by that is I see so much beauty in you. How Courtney does that sound right? Me? Just saying that I see the beauty in you. It's true though.
Cause look, I just said it to you and you smiled and you left. Mm-hmm. Right? Made you feel good. I see the beauty in you and I can see that you are so much more than what you're giving right now. So how can I get the very best out of you? And usually once I do that, even if you are the highest in their D category of dominant.
I can get a pretty good response back and I kinda figure out what's going on with them.
Michael: Gotcha. Also, you normally see that in the dominance. Like people who are like I, you know what Do you think it's that? Because it's like somebody else is coming into here and I run it kind of thing? Or, or no?
Amy: Oh yeah.
Oh yeah. Some of the highs, I love them. Each category has a special place in my heart, but the highs, they're gonna tell you what they need and what they want and everything else just doesn't really matter to them. It's okay. They have a special place in this world. to teach them to be more open and better communicators.
That's where I kind of land when I ask them those questions.
Michael: Gotcha. I have a question for you then, because I guess what do you do when, what is the best way, if you can tell, like the listeners, this will help facilitate the coach coaching consultant team or coaching consultant practice. So much easier if you do these steps.
If you don't, you're gonna put the blame on me, or you're gonna put the blame on somebody else. You're just not gonna see the results you want. What would help
Amy: with that? Well, I would say definitely, uh, look at a dental coach, right? They are, I know a lot of doctors are like, gosh, you know, I have, I have so many overhead expenses, and, and it can be costly.
I understand that. Hiring a dental coach is taking a third party person who is actually looking for the betterment of you for the betterment of your practice and keeping your team sustainable. And that's huge. I feel as though, uh, bringing somebody on board who has the outside perspective that can look in and be very honest with you.
I am honest with all of my clients. Good, better, indifferent at the beginning of our relationship. I tell them at times, you may not like what I'm gonna say, and I understand that I am looking out for the betterment for you guys to be successful. I always tell my my wonderful clients as well, I, I don't plan on being with you forever and ever.
Amen. I'm gonna teach you the tools and I want you to fly, and if you need me to come back to redirect, I'm gonna be there. but we are together for a period of time. So a lot of times doctors think, oh my gosh, I'm gonna get this consultant. They're gonna be with me forever. And sustainability and financial agreements, um, our agency doesn't operate like that.
Again, we will, uh, teach you how to fish and then we want you to go up and be completely successful and we'll always be your biggest cheerleaders.
Michael: Okay. So it's mainly like the communication that you want. All the time. Right to, yeah. Let them know like, hey, yeah. Be, because I remember we, we would have a lot of coaches and consultants, like even with Somewhere, I'm like, where do you come from?
Like, you know what I mean? Like, I've never heard of some of these before. Like I'm just like, where are you? Right? And so I never knew what they did in the sense of, oh, now we're just taking Medicaid or Medicare. You know what I mean? Now we're just doing something else. And I would see them kind of run through the door.
And I remember our office manager sometimes or other people, they'd be like, yeah, you know what, they don't know what they're talking about. Yeah. They're not gonna come in here and fix it. And I'm like, maybe if we were more flexible, it would've worked. Or maybe if they knew what they were, you know what I mean?
Kinda
Amy: thing. Yes, yes. It's very, very true. It's very, very true. I always love to give team members, I always like to let them know I am joining to help you grow. A lot of times when team members hear the word consultant or business coach, they automatically think that they're not gonna have a job.
And that's scary. So of course their defenses are already up. So when Chris, Marissa, or myself go into a practice, we always introduce us who we are. I give them my background. I always say to administrators, I used to do what you did. I know how important your role is. Mm-hmm. And I'm here to help you.
You had three things. Three things you love in this practice, tell me. And then they'll tell me. I said, okay, if you had three things that you wanna make better in this practice, what are they? And I asked every single team member that question, and let me tell you, nine times outta 10, they're all saying the same thing.
They might say it differently, there's a common thread. And that's when I typically take that common thread back to the doctor and I say, okay, so this is what I'm hearing. This is what I'm seeing. But I like to let the team members know that I'm there for them. I want them to grow and for them to be successful.
Michael: Mm. Okay. I like that. Three common things, you know what I mean? Yeah. Especially if they're all like, what's this one person? Then, you know, like, ok, then we gotta get rid of that one person. Whatever. Interesting. I'm kinda ok. Yeah. Yeah. So these next questions are just to get into the head of someone who isn't totally involved on the clinical side of dentistry, working every day in the mouth, right?
Yeah. What would you like to see more from a dentist?
Amy: Oh goodness. What I would love to see more from a dentist is, Look at your team members, be appreciative of your team members, and know that they are there every day, day in and day out to make you better and to support you. I think a lot of times as dentists, we overlook that.
They are so worried about, um, overhead, right? Getting more new patients. How do I market myself better? There's so many things that they're thinking of, and a lot of times we really don't look inside and we really don't appreciate the team that is supporting us and helping us grow. So what I mean by that is I always tell my doctors once a quarter, do an activity with your team.
Show them how much you appreciate them. My goodness. Um, order, coffee, things of that nature. It's the small things that really mean a lot. one workshop that we do, it's really great, we talk about value, um, morals and values, and I learn while the doctors there, what their team member values. And some of the times the doctors sit back and they're like, I never knew that that's what they needed.
That's what them going in the day. So I, I feel as though that type is, um, really gonna make it better for, for the, for the dentist all the way around.
Michael: Mm. Okay. I like that. Like doing activities with them, letting them know you appreciate them. Yeah. Um, understanding that it is true. You need them to, you know what I mean?
You need
Amy: them. Yeah. You need them.
Michael: They're important. Okay. All right. So next question is right now. What do you dislike or hate about dentistry?
Amy: Oh, goodness. That's a tough question. I would have to say, uh, what I dislike with dentistry right now is, um, everybody is looking for new patients, right? The, the dentist believe that more new patients I have is the bigger and better that I'm gonna grow, and they miss that.
They miss what's most important. What's most important is the current patients that you're serving. So what do I mean by that? Well, when your patients walk, the first question that your administrator needs to ask is, how is your visit today? That's such an important question because that one question, if they had a great visit and the patient responds, oh, it was awesome.
It was great. That is so wonderful. We are accepting new patients. Do you know of anybody who's looking for a new dental home? And then again, active listeners don't say anything. Mm-hmm. Don't say anything. And if they say, well, you know, I don't know. Here's some of our cards. We love patients just like you.
So if you do, please send them our way. What a beautiful compliment you just gave somebody. Right? And positivity. They're gonna go and they're probably gonna tell other people. And by organic growth, we're getting new patients. And I think that if dentists would take a moment and take a step back and really listen to what I have to say in regards to that, you would be amazed what you would get.
Mm,
Michael: doing that with every single patient, right? Every single patient.
Amy: And it flows, it really does flow. Uh, at first when you tell administrators to do this, they look at you and they say, I don't have enough. That's what they say. I don't enough time. You actually do have enough time. It really just rolls off so easily because you know Mrs.
Jones, you know she's amazing and you want more people like her. So give her that beautiful compliment and let her know you guys are looking for new patients and when you want people just like her. Mm-hmm.
Michael: Beautiful. I like that. I like that a lot. Okay, so focus on the internal marketing kind of thing.
Yeah. Yeah. Awesome. Okay. And then right now, what do you absolutely love about dentistry?
Amy: What I love about dentistry is, um, all the beautiful team members that I get to work with and the wonderful clients that I have. It's super important. With our agency, we focus on the quality of our clients, not the quantity.
The quantity doesn't define us. What definitely defines us as the quality. I love the fact that, um, my clients know they can call me whatever time, day or night, and I'm gonna be there for them even on the weekend. I cherish them. I cherish our relationship. I love the fact that they were like a, they opened their kimona for me to come into their practice and to help them succeed.
So, being an open dentist, it really does open you up to so many capabilities and possibilities. It's pretty awesome. That's what I really love about dentistry now. Nice. How
Michael: does, let me ask you side note, how does that affect your, I guess, like personal life? If they're always like, you can call me no matter what, whenever.
All the time. Yeah. What does that look like?
Amy: Oh, it's great. It really is. Uh, a lot of times they don't always take me up on that. However, if it's a nine one emergency, they know that I'm gonna be there. You know, Chris, Marissa, myself, we do like to spend time with our families and outta town. The beauty about our working relationship is that we will cover for one another as well.
Mm-hmm. So we communicate if somebody's gonna be non-available, that person, the other coach will be responsible to take those calls. So I try to kinda balance it the best as possible. But again, it comes down to the quality of my clients and not the quantity. I, I love them all dearly and I wanna take the very best care of them.
So whatever it takes.
Michael: Yeah, that's nice. That's wonderful. And then to you thinking of the general population, what needs to change for people to be more open to dentistry?
Amy: Well, you know, unfortunately we live in a populace where we have a lot of patients who are very fearful of the dentist. And so they won't go, and I'd like to think that, you know, unfortunately, fortunately, COVID actually brought a lot of attention to this because it's the oral cavity, right?
Oral cavity is the gateway to your systemic health. And so what I'm really, really hoping is, is that people will take their oral health very seriously. So where does that come from? It actually comes from, um, you know, children being in school and they have a hygienist.
embrace your child to take them. Find a great dentist that suits you. as a patient, when you call a dental office, ask specific questions. Ask how long have they been in dentistry? What do they special? Do they do history? Uh, let let the administrator know. If you're high fear, you know, gosh, I just don't like coming to the dentist.
Right? And find that right practice. That's going to love you and support you and help you in your dental journey. Okay.
Michael: I like that a lot. And then, what's one of the best advice you've ever received that you can share with our listeners? Oh,
Amy: in general. In general? Mm-hmm. In general, um, you know, One of our, uh, Chris Oval, this one is the best for me.
I've gotten better. I've gotten better. I was not the person who was always on time, right? Mm-hmm. And I love philosophy. If you're on time, you're late, so you need to be early. And that's considered on time. I think that that was actually the best piece of advice she has ever given to me and has shown me.
Because for me, when you're early to something, it shows that person that you're meeting, Hey, I'm here undivided attention. I'm waiting for you. I'm excited to meet you. So I always like to live with that, that theory of if I'm early, I'm one time. Yeah. And I'm winning. And it shows that person that they're very important.
Nice.
Michael: Wonderful. Awesome. Amy, thank you so much for being with us. It's been a pleasure. But before we say goodbye, can you tell our listeners where they can find you?
Amy: Oh, yes, you can. You can go to www.dentalpracticemanagementagency.com and you will find myself, Marissa Nicholson and Chris Hamal. Awesome.
Michael: So guys, that's gonna be in the show notes below.
And Amy, thank you so much for being with us. It's been a pleasure, and we'll hear from you soon.
Amy: Thank you so much. It was a pleasure.
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: https://www.meetdandy.com/affiliate/tdm !
Have you been feeling scared of the new AI technology and it's potential to take jobs away from professionals? Well, this week I'm diving in with Dr. Kathryn Alderman on the reasons we should embrace this technology! It is not here to take our jobs, it is here to boost productivity and professionalism in your practice. Dr. Alderman goes through multiple applications she has used ChatGPT for in ONE day! Just scratching the surface, Katheryn has used ChatGPT to help her craft job descriptions, ads, contracts, claim denial appeals, training materials, emails, and more. In a world where staffing is increasingly tough, why not have the equivalent of an MBA/PHD graduate on your side for free!
Catch our conversation on ChatGPT here, and learn how Katheryn has been best utilizing this tool!
You can reach out to Dr. Kathryn Alderman here:
Email: progressivedentalmentor@gmail.com
Website: https://progressivedentalmentor.com/
Other Mentions and Links:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Catherine. So talk to us about ai, artificial intelligence and chat, G P T. How can we utilize this, or what advice or suggestions can you give us that will help our workflow efficiency or front office tasks within the practice?
Kathryn: Michael, thank you so much for inviting me today.
I always love talking to you, and we have to remember that AI technology is here to maximize and supercharge our ability. So AI technology is not here to take, uh, our jobs away. Or to take, uh, jobs away from our teams. But he, the AI technology is here to simplify our workflow and maximize what we can do during the day.
So in a dental office, traditionally, we all short for help and it's actually really expensive to get a quality candidates and, um, Due to labor shortage, many of the dental offices don't have enough people that, um, uh, can handle the responsibilities. So it's very important to find ways that we can use to help us to run an effective, profitable, successful dental office without an extra expense.
And the shot G P T allows us to do that. That's actually free, fast. And absolutely fabulous. And it's becoming so fast that when I put a prompt in and when I ask for, uh, help with the project, it gives me the answer so fast. My eyes don't move fast enough to follow the answer. That's how fast and powerful the technology is becoming.
You ask me what areas can we help with? I will run through all the areas that I have used it today for just today. In one day I wrote a content for a press release. I wrote a job description for Directable clinical operation. Not only I wrote a job description, but I also wrote, the job ad and a contract.
That would go along with the job. So charge G D P gave me all the information in less than two minutes total time, describing the job, describing the job responsibilities, and that even gave me program, how to implement with job in my group. So that was one of those things. Another thing that I did is work with dental insurances on maximizing.
our reimbursement fees. Jack, g d p helped me to write letters to approach dental insurances and, um, negotiate the fees. That has also helped me to write appeals and to write an appeal for denied crowns, all denied crown viewed up. That's very time consuming. We don't have time, we don't have people to do that.
Not only wrote was, um, samples of, uh, appeals. It gave me multiple different versions so it doesn't sound the same and an amazing part that I couldn't write such a great appeals. I couldn't, it did a fabulous job of writing was appeals and then I said, write me clinical note to premium denials. And, uh, it did give me a clinical note So my dentist give more information to ENT was denials. That was just in one day. Actually there wasn't a first part of my day. The second part of a day I worked with my marketing team and, um, Marketing is becoming very competitive. Marketing is all about content creation. And uh, while we don't want have a content created by charging, just, we can't just copy and paste it mm-hmm.
And make a blog or a post of that, but we can definitely use its help. To create a content that is really interesting and we can also take this content and we can, um, create, uh, social posts. We can create a description for YouTube videos. create videos, video content. So, so when it comes to marketing and most, most of our dental teams don't do marketing.
That's something we hire out. But if the team does some marketing, for example, social posts, or maybe there is a person on the team that does, um, that does do some blog posts, uh, Chad, g p t becomes a great tool in, um, helping with the marketing. Another thing that I have been using a lot is to train my new people and onboard new people.
For example, just in the last two weeks, uh, we have hired four new people, so chat, G P T helped me to create materials. To train new people and actually create a documents to explain what is a gum disease, what is the upscale procedures in the dentistry, or how to submit claims correctly to dental insurance.
So tragedy p creates training materials very quickly in other ways that dental teams can use. That Somebody on a dental team doesn't know the answer. All they don't know, uh, they don't understand the procedure or the consequences of doing it all. They, they can have any question about, you know, scheduling or working with dental insurances.
So a dental code. I use chat G D P a lot to pull up his information quickly. And the information is given to you so quickly. You don't have to Google anymore, you don't have to go through multiple websites or multiple answers that is provided by Google. You can simply use chat. G p P, so, This is just again, the beginning of what we. Doing with the AI technology and it's really, again, the goal destroying power us to allow us to be more effective, to allow us to maximize our ability and to really help us if we have a full team or maybe we don't have enough people on our team or.
If we have people, but maybe we don't have the, all the expertise, chat, g d p can help us with all of the things that I mentioned and more, but I just described what I did on one day today, in one
Michael: day. That's amazing. Yeah. So that's, it's, you utilize it all the time now, basically.
Kathryn: I don't think it is a day or two hours on my day when I don't use it.
And, and it's not just in a dental office. It can be for, it can be for personal life, it can be looking up health. It can be translated for my parents that speak Russian, don't speak English. Uh, for example, my mom may ask me, uh, why do I need to take this medication? Uh, And I will give a prompt to cha g d P.
Then I will say, translated to Russian. It translates beautifully. I don't even speak Russian that well anymore. so, it's, it's literally a miracle. I feel that cha g p t is like a Christmas every day. It's like, It's, it's, it's just, I got this BU employee that is free, fast, efficient, intelligent, and I, it's unbelievable.
It's, I compare to like, um, an MBA student, somebody that has completed MBA and PhD, and uh, and they're just here to support me. They're here to help me. So I definitely, um, think it's a great tool. It's a great tool to help and really it's almost capabilities are unlimited and all this is only the beginning.
Michael: what have you seen where, okay, now this is the biggest jump we've seen with maybe marketing, maybe with the dental team, maybe with what is the biggest, where you see the needle moving?
Kathryn: Well, definitely content writing for now. It's a content writing, and when we say content writing, you really, marketing becomes extremely important. But when we are talking about content writing, again, it's not just write a blogs or to optimize your website. Content writing is more than that.
Content writing is right. Job descriptions, job ads or training materials to describe systems operations for your training material So it's all about content writing at this point. Just using a chat g uh, charge G p T. And soon obviously there will be more, but right now, mostly it is a content writing.
But when we think about content writing, it's not just oh. I need to write a blog or I need to write a post. Let's say you are a dentist. You are busy. You don't have time to write an office manual. You don't have time to write a system, um, and create a blueprint for your office. DP can help you. You can literally log in and you can, you can ask for help.
To write a system or a blueprint for how to scale patients in your office. And again, it's not gonna be perfect and it's not gonna be ideal, but it's give you a lot of, um, a lot of good information that you can take and, um, make it your oven. So content writing is the best and a content writing. It's not just for blogs on your website.
It's again for. creating new training manuals, training new people, you know, creating, uh, creating materials, uh, how to handle a conflict in your office or further how to create appeals. Write an appeals to dental insurances. And, uh, you can even create, you can even use charge G P T on how to have a.
How to respond to an negative Google review or how to write an email, uh, how to write an email to the patient. This is actually becomes really powerful people, most people are not great on writing emails, so I am one of those people as well. I hate writing emails. I hate hate emails, but what I do, I'll write my.
You know, copy of an email and then I will put it right through chat, uh, G P T and I will say rewrite. And it just gives me this beautiful professional copy of an email so our teams can do that as well. So all of us look more professional and, um, better spoken. So, so it's, it is a content writing, but when we talk about content writing, it's involves everything that isn't written form.
In a dental office, and there's so many things that we do need to put, um, that we need to still, um, create a content for. Does that
Michael: make sense? Yeah. Yeah. Wonderful. Yeah, I think that makes a lot of sense. Especially, it's not just like a blog or an article, right? It's more like, like you said, like give me a list of, of most.
Possible complaints for a claim if I filed this right. Then it gives you like a list and it says, write a specific email or blog, uh, debating that claim, right? Or for if I'm a dentist, then I'll write that down and then continue, uh, so it, I can see it. Yeah, it's definitely, definitely super useful for a lot of things like that.
Kathryn: My best advice for somebody is not to be afraid. My best advice is really to just start using it and not to be intimidated by that because everybody says it's all about prompts and it's all about how you ask, um, uh, question. Yes, it's right, but just. My best advice, start with a basic question. Really explain what you are trying to get and then start asking questions to add to that.
So really, and you will start experiencing the power of it, you will start experiencing the power of, AI technology and you'll, you, you'll understand how to use it, but my best advice. To log in, start using it, and just start being comfortable with that because it is, the future is here. Mm-hmm. The future is here.
The AI technology is gonna become part of our everyday lives and, uh, the faster we comfortable with that. We will be more comfortable to transition in a new world where we use an ai, AI technology in, in our businesses every single day.
Michael: Awesome. Awesome. So besides that, any other final pieces of words or advice that you want to give to our listeners?
Kathryn: Start using it and don't be afraid because I hate technology is here. So just start using it. There is really nothing secretive about it. It's really meant to be used by everybody, not just by marketers. It's like a new Google, but better. Mm-hmm. And uh, and just to start using it and You can think of anything.
You can think of anything through, okay, I need to write a clinical note for skeleton root planning according to new pre grading. And you just put it in and see the magic happen because Chad, g p t will give you a clinical note based on your new grading system that, um, academy of Paleontology has.
That's how advanced it is. So you can think of anything, you can think of start asking Chad g p t, and um, and don't be afraid to experiment with it. Learn it, and you will just, you will feel super charged. Super effective, and you just will, you'll feel like, wow, like this is amazing. I have, uh, I literally have, uh, gained a tool to help me be more effective, execute more throughout the day, and ultimately for my brand, for my office, um, to look more professional.
it's wonderful.
Michael: Awesome, Catherine, I appreciate your time and if anyone has further questions, you can definitely find her on the Dental Marketer Society Facebook group, or where can they reach out to you directly?
Kathryn: They can email me at Progressive Dental mentor@gmail.com or they can visit me@progressivedentalmentor.com. And uh, there is a lot of other podcasts and many of your podcasts that we have done before and, uh, there is a lot of great information and all of my contact information.
Michael: Awesome. So Catherine, thank you for being with me on this Monday morning marketing
Kathryn: episode.
My pleasure. Thank you so much, Michael.
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: https://www.meetdandy.com/affiliate/tdm !
Guest: Timothy Doolin
Practice Name: Angel Fire Family Dentistry
Check out Tim's Media:
Website: http://www.angelfirefamilydentistry.com/
Email: angelfiredental@gmail.com
Other Mentions and Links:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Location is a big consideration in purchasing a practice! If hobbies such as surfing or skiing are important to you, keep this in mind.
- Demographic research is a big part of who you'll be serving, and honing in on the type of patients you want!
- Always keep an eye on the finances of the practice and bank records. Sometimes cash flow can feel good, but doesn't actually match up!
- If you're entering a practice as a new grad, don't try to change everything right away. You'll need to build trust with team members along the way.
- Your dental assistant is the real marketer of the practice! They handle a lot of patient communication and helping them feel at home.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: https://www.meetdandy.com/affiliate/tdm !
Thank you for supporting the podcast by checking out our sponsors!
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Tim, how's it going?
Tim: It's going well. How are you doing? I'm doing
Michael: pretty good, man. Thanks for asking. If you can break it down for us, tell us a little bit about your past, your present, how'd you get to where
Tim: you are today? Yeah, so, I grew up in Southern California Newport Beach.
I went to school out in Chicago and I spent 10 years. Out there for first undergrad, masters, then dental school. And the day I graduated, I decided I wanted to own a practice and I had already prepared for the last took me about three years. So the day I graduated, I purchased my practice. I think I graduated May 20, 26th, and June 1st was my first day.
And then the bank required that I did two month transition, and so the other dentist stayed on as an associate for two months, and we went from there. Basically I, I decided, I di I had decided while I was assisting another dentist during my master's program, that I wanted to own a practice. Mm-hmm.
And that I probably wouldn't be the best dentist to work as an associate. just cuz I don't like following the rules, I like doing my own thing. I don't like listening to other people. So I wanted to do it my own way. And so I uh, I talked with him about owning his practice. He was basically my mentor throughout my master's and then through dental school.
I worked for him as an assistant for six years, and uh, I prepared a business plan my second year. I had contacted the bank by my third year and figured out exactly what loan I qualified for and how I would qualify. So there's only one bank that will provide a. To a new grad. Mm-hmm. And they only provide, I think it was 375,000, so not nearly enough to purchase practice.
So I needed to find a dentist that was willing to sell or finance half of it, at least for, I think I needed one year. Mm-hmm. Before I could get the bank to give me the rest. And so I started looking at Dennis in certain demographics. So I figured out what demographics actually. The patients that would spend the most and care the most about their teeth.
And so I, I broke down everything based on demographics and figured out, okay, here's the neighborhoods where I want to be around the nation. Here's everything I fit that. There was some website that I could type it all into and, and, Breakdown demographics into exactly what neighborhoods and zip codes.
So then I uh, figured out with my wife what our lifestyle should look like. And I, my big thing was I needed to be a half hour from skiing or a half hour from surfing. Yeah. Her big thing was she wanted mild weather and, and then we also both wanted to be a little bit more rural and away from a city. But ideally we wanted to be within an hour of a Costco, and that was how we started figuring everything out.
And so I figured out all these different locations. I, I found a, company that would help me find the practice and broker the practice for. And then we ended up getting it down to three practices and one didn't quite fit everything. Mm-hmm. And that was this one. Uh, It wasn't that close to a Costco.
So we are two hours from the nearest Costco or big box store. Really? Anything at all. Uh, Wow. So we are an hour from the nearest town of, I think it's only 30,000, and then it's two hours to the nearest city. And that's Santa Fe. And then it's three hours to Colorado Springs and three hours to Albuquerque.
And so we ended up settling down in Angel Fire. It's a, a ski resort, a golf resort, and that's about it.
Michael: Okay, man. So those were outta the three practices. And so what happened then after that, you decided to purchase it? Yeah. Yeah.
Tim: So we came and visited this practice and the practice itself. Pretty incredible.
Um, My view out every window is mountains and so my patient's view is 360 mountain views. It's just incredible. Or 180, I guess behind them is me. But yeah, we've got these crazy windows that just look out into the mountains and it was really hard to say no. And the practice was doing okay, but I could tell it was underperforming cuz the dentist just, his heart really wasn't.
And so I thought, you know, if I really try here, what would it look like and how could the numbers look? And I found after the first year, I had increased everything about 20 to 30%. And that was my first year outta a dental school. I was able to do that. Fortunately, most patients didn't think I was a new grad.
And I didn't really make it known to anyone. I don't think anyone still knows. So it was, and the way that they introduced me was that I was an experienced dentist who graduated top of his class and was ready to take on taking care of everyone. Then I created a, a really good relationship with uh, some of the local doctors. One doctor in specific who owns a medical clinic down the road. And we started building a, a relationship based on whole body care. And so the practice turned from being a drill and fill practice to now we are comprehensive care of what's going on, how can we help you for the future, and what can I do to make sure.
We're really taking care of you. and not only are you seeing me, but we're making sure that you're seeing a, whatever practitioner you need to be seeing to get the proper care.
Michael: Okay, man. And that's what you're doing right now
Tim: as of today? Yes. Yeah. So that's what I currently do. And because of that, I, I mean, I'm pretty rural, the nearest specialist is two hours, so I do every specialty, uh, as well as whatever dentistry I need to do.
Mm-hmm. And then we, on top of all of that, make sure that we're taking care of. Whole health. So every patient is educated on their diet, they're educated on what might be going on with their breathing, what might be going on underneath the surface, why their blood pressure is out of control what I can do from a oral perspective, or even sometimes nasal perspective, what might be causing everything here to be out of whack.
Mm
Michael: Gotcha man. Okay. So then how long have you been a practice owner?
Tim: This is my fourth year now. Okay.
Michael: Okay. So rewind a little bit real quick. You were, yeah. You grew up in Newport? Yeah. Newport be like, where? Where?
Tim: In Newport. So I, I grew up, actually the smallest house on the beach in all of Newport was my house.
We were, we were one house off the beach. It was a family of five and it was about 750 square feet and we were not allowed inside ever. We could sleep and that was about it cuz it was. I think when we purchased it, it was a one bedroom and my dad turned the garage into a master suite and then um, he turned, there was like a little breakfast nook area into another bedroom kind of thing.
Yeah. So he, when I was 10, I got to move into the breakfast nook area. And I mean, it was a tiny house, but we didn't care at all cuz we were on the beach. Yeah. Or right off the beach. So you grew up surfing or No. Yes. Yeah, absolutely. Okay.
Michael: Yeah. Cause you're like, we gotta surf or ski, and I was like, okay.
Tim: Yeah, absolutely. So there was many days in high school where it was I would go surfing in the morning and go skiing in the afternoon or vice versa.
Michael: Yeah. Nice dude. Okay, so then you eventually prepared to own your own practice. When did you. When was it where you're like, I don't think I'm gonna be an associate for like in dental school.
Did you figure that out or before dental school? Like when was the
Tim: moment? It was probably first year of dental school. I started looking at the numbers of what an associate makes versus what my loans were gonna look like. I knew that going into dental school, having $600,000 of student debt was pretty standard at this point.
Mm-hmm. My parents unfortunately weren't able to help me much with school, and I knew that it was going to be an investment for my future, and so I decided what is it going to look like to pay those loans off? And I could be an associate and make a certain. Or I could own my practice and if my practice is successful, I'll be able to pay it off way easier.
And, and that's what I figured out cuz first year they kind of go through all the numbers with you. You have all those classes that are talking to you about, here's what your loans are gonna look like, here's what the average dentist makes graduating school. Here's what the average associate makes versus the average owner, and then here's what rural versus not rural makes.
Mm-hmm. And so I broke all that down. I figured out where the dentist. Are that are making the most money. Um, And I figured out what I wanted to do and what I wanted all to look like, and by the end of first year, I knew exactly where I wanted to go with it. Gotcha.
Michael: Okay. So then how did you know what to put in this plan?
What was actually in it? What do you wish you would've put in it now, things like that.
Tim: Yeah, so basically what I started with was a mission statement and a vision statement. So my mission was that I wanted to provide care that was different than the standard dentist. And I, I broke down a few different things.
I didn't really think of a holistic or whole body approach to anything. It was more of I want my patients to be educated and I didn't want to be ever selling anything to a. And that was kind of the whole moral of everything that I had talked about with the banks was my practice will never be about selling.
It'll never be about marketing myself. I will use patients to market, and I will make sure that when I present a treatment plan, a patient is fully educated and they're making the decision that they feel is best for themselves. Now, that in itself is a sales technique. And I had worked in sales throughout school doing different things and whatever it might have been.
But I, I wanted to make sure that I was different in that way. Cause I never wanted to feel like the, the mechanic who, you know, you go in for the oil change and all of a sudden you've got all these issues. I didn't want to be that dentist too. You go in for your cleaning and all of a sudden you've got issues.
Yes. That's how we find your issues is you go in for a cleaning, but it should never feel like you're trying to be sold something. I wanted to always educate and so everything was based around technology. There's so much technology for us to be able to educate a patient with, and if we show everyone.
Everything that's going on in their mouth, there's no reason that we should have to sell them on something. And so that's what it was based on. So that was kind of the mission. And yeah, I broke it down all in too. I think it was. Two sentences, and then the vision statement had a few different points to it on how I was gonna become a top 10% dentist in the state of New Mexico.
How I was going to make sure that I was providing nonprofit work, how I was going to integrate the, all of their care. So make sure that I was communicating with their doctor their chiropractor. P t o t, whatever they might be involved in, so that way we can come up with comprehensive plans. I know there was four points and I can't remember the fourth one, but it started with those two and then I outlined every way that I would possibly do it.
I outlined all the equipment that I would need to do it. I, I showed my certifications and what certifications I would be getting, so like lasers and, and certifications in different types of lasers and how I would introduce those into the practice to make sure that I was providing different level of care.
And then, um, I talked about C B C T and the importance of C B C T. Yes, the cost of C B C T, but how it can benefit a patient. Intraoral scanning, same thing. And then I broke down point by point, the finances of the practice. I broke down how I would treat every patient. I, I mean, it was 40 pages of right.
Every single thing that I could possibly do. And so that was any free time I had second year of dental school. That's what I was doing, was making sure that I had a perfect business plan. Okay,
Michael: ma did, has any of that changed or evolved or grown or anything like that, or
Tim: no? Yeah, so I mean, the biggest thing that's evolved from.
I wouldn't say anything's ever been eliminated. It's more of evolved now with Covid, I did have to change the nonprofit work. I'm not allowed. So we aren't allowed to go to Haiti anymore. And that's where I was doing a lot of my nonprofit work. And so I've been contacting a few different companies now that countries are starting to open up of where I'll go, start working again.
Mm-hmm. But I've always done nonprofit work. And then as part of that I started bringing Medicaid patients into the practice and I've opened up the practice to be, well now I'm probably the largest Medicaid provider in Northern New Mexico. I do over a million dollars in Medicaid every year.
But you know, that's just my way, that I'm in the middle of nowhere. I, I need to be able to take care of these patients and I've seen the work that comes from. The other providers, and it's unfortunate. They don't have the time, they don't have the resources to, to truly take care of these patients.
I don't know if they don't have the education as well, but unfortunately there's a lot of stuff that's missed and the patients come to me with them trying to have things fixed, and so I try to put it all back together. And a lot of the time you can't get paid cuz Medicaid will only pay for something every few years.
And so after a patient's already had it done, you basically have to eat the cost. And so I started a nonprofit where I can eat that cost and count it as a donation. And then another big part that has evolved is the whole body care. Mm-hmm. Where now I am involving breathing into the office and a lot of sleep type medicine.
A lot of facial focus and, and focus on posture and different things that are going on with the, the facial development and, and children. In adults, what might have gone wrong with their facial development? I've taken some classes and now done the, the certification for orthotropics with Dr. Hang and then I've also done the homeo block and all the d n A appliance type stuff to try and correct some of the issues that have been created from our diets and, and gone through like the western price type stuff as well.
And so there's a lot of underlying stuff that I never imagined myself getting into.
Michael: Yeah, no man. That's a lot. Yeah. And we'll dive into that right now, but um, rewind a little bit. And you said you went with a bank. There's only one bank you said that would require
Tim: you get loan. When I was doing it, what bank was that?
Wells. yeah, so Wells Fargo offered 375,000 and it was pretty good rate too. Um, I wanna say it was only like 3.5%, so it was a decent loan, especially for a new grad, but, That was the absolute max that they would cover. And so you had to get everything else financed some other way. Mm-hmm. And so I was able to get the rest of the practice seller financed and then he also threw in the building as a seller financed, and then I got it all refinanced about a year and a half later.
Hmm. Okay.
Michael: Gotcha. And then you said there was a company that helped you find or broker the practice and find the practice, right? Yeah. Like what company was.
Tim: Yeah, so I used d d S match and they were incredible, especially as a a port student. They didn't charge. Buyer anything. And so they were incredible in finding all these different practices.
And I basically listed out everything for the broker of, here's what I'm looking for, here's all of my stuff. And then he would send me the numbers for different practices in the area that were going up for sale. And this one actually wasn't for sale. He was looking for an associate at the. And after talking with me and, and working together for a little bit, he decided, you know what?
Let's sell and, and that's gonna be the best way to go.
Michael: So you were already working there and before thinking about buying it, or you're like,
Tim: Hey on. No, no, no, no. I, I had never even, I, I've been. Twice since buy or before buying it. I visited just the one time during my spring break and one time during Christmas break actually.
So I decided instead of flying home that I would drive home to California from Chicago. And we would stop by New Mexico as a, a halfway point. So me and my wife drove the whole distance and figured, all right, we'll, we'll take a look and, and see how it goes. And she actually was the one that made the final decision on here instead of the, the other location that we were looking at at the very end.
Yeah. Yeah.
Michael: Happy wife. Happy life, man. You're right. Yeah. So then how did you increase everything from 20 to 30% when you acquire?
Tim: Yeah. So big things that he was doing was he was very focused on trying to sell things. And like I said, that was never my focus. And because of that, I think that, I think as soon as you're trying to sell things, people notice.
Mm-hmm. And people feel like you're trying, they're trying to be sold on a product or whatever it might be, as well as he didn't offer patients that he didn't think could afford things. The other options, And. I mean, people pull out straight cash if they really want it. Yes. We've got a lot of ranchers around here who you'd never, you'd never think we have as much cash as they do under their mattress.
And as well as, you know, we work out trades with patients. I have a patient who painted my whole house, painted the whole hot office because he wanted to get implants under his dentures. And so we traded for implants and he painted everything for me. And so I've been able to work out a lot of deals with like that actually I just did a, a huge bridge and crown work case on a patient who just decorated my office with his photos.
And so he's a very well known photographer in the area, and his photos are, Pretty good Penny. And yeah, he, he traded me a few of his photos for some implant or for some crown and bridgework. Oh, nice. And so, yeah, we find ways to do things that. I don't think the other dentist really ever thought would exist up here.
Mm-hmm. Um, Or he never thought that these people would be willing to pay for things. And as soon as you educate them on the importance of it, and you show them what things can really look like and you find unique ways of showing them through all the technology that we have, I mean, it's incredible what people want.
And, and that's really what it is. And he, he wasn't really at that point, I think he was in his mind, on his way out, but he had never really gotten to where this practice is right now. because I don't think he had the right personality for it and he just didn't have the right outlook.
Yeah.
Michael: Oh, interesting. And then how did you create great relationships with the doctors in, in your
Tim: area? Yeah, so, The one, she actually, when I moved to the practice, she initially left the practice because she found out that I was young and she was like, I don't want this fresh dentist working on me. And now we're like best friends.
And, and so I decided that my child was gonna go to that office cuz I didn't know that she had left. Uh, I found this out way later now that we're friends. And so she uh, started seeing my child and my wife. We started talking about the different things uh, that we look at and how I look at dentistry.
And, and that was where the relationship started. And then as I started developing new products and getting into new things in dentistry. Most people don't know about the different sleep appliances and homeo, block, orthotropics, that type of stuff. Then I would go and teach at the office. And so I would go to the office and, and do a lunch and learn, bring lunch for everyone and, and teach them about Orthotropics or the homeo block, show them what it all looks like, show them before and after photos on patients that have been through it.
And we just started creating that relationship. And then we started working together on specific cases and it's gone from there. Now she's introduced me to her network of doctors with different specialists. So I refer often to an E N T. First stuff that I'll find on A C B C T. If I find nasal polyps or deviated septums severe tonsils stuff I'll refer over to him and we've created this awesome relationship between, between the few of us doctors.
Tim Doolin DRAFT: Dude,
Michael: that's awesome, man. So then let's, if I could dive into your business a little bit more. Yeah. What's production and collections looking like for.
Tim: Yeah, so, so with Medicaid, Medicaid's a rough one. Mm-hmm. Um, my production in Medicaid is about 1.8 million, and on that 1.8 million, I collect about 800,000.
after all of that, I also collect an additional 600,000. that's yearly. Yeah. And so yearly we're, last year was a little bit worse. We had an issue with our office manager and she wasn't collecting where we didn't realize she wasn't collecting. And so now when I was looking at the end of year numbers, things were a little bit sadder.
And next year will be severely inflated because we're backdating everything and, and figuring it all out with the insurance companies. Because Medicaid just has a lot of hoops for you to jump through, and you, if you don't do it in the proper order, you don't get paid. And so that's what she had kind of skipped out on.
And so there was a lot that we didn't collect. And so, I think our number, our final numbers were 1.3 last year. Okay. Oh,
Michael: so wait, real quick. Your office manager didn't collect, or was she taken home? Or what was, what was going on?
Tim: So she just wasn't properly submitting things. And then she would write off the patient like it was being collected because she knew exactly the numbers that should have been collected.
But then when I started checking the bank accounts, I could see that the checks weren't matching up. And
Tim Doolin DRAFT: what
Michael: was your initial thought? What were you like, how did this conversation go down?
Tim: Um, It was, well, what the hell's going on? Yeah, I, I wanted to kill her,
Michael: but, so you, you confronted her, or obviously you did, but like, how did this go down?
So, so
Tim: she had actually left. Oh. And so she just ghosted us. One day d just did not show up and that's when I started really digging in deep to, okay, what was going on here? And it had gone on for the last, like two and a half months, and I had just had an infant daughter, so I wasn't paying as close of attention as I had been before in the past.
And, and that's what allowed for it is I just wasn't as present as I normally had been. My, I didn't really care about getting the numbers daily or the graphs and all of that and checking the accounts, and it was a really unfortunate mistake. But I mean, we we're. It seems like we're able to catch up on 90% of it and collect most of it.
It's just there was a lot that was missed. Looking back,
Michael: what were the signs where you're like, oh, man, if somebody were to tell you like, Hey, my office manager's doing this too, you're like, dude, she's gonna ghost you, her, or what would, what are the
Tim: Yeah. Um, She started not being as present. Not wanting to report things to us.
Cuz my o my wife is also part of the office mm-hmm. And, and does most of the HR type work. And so she's the one who will get the reports daily. And I mean, my wife was no sleep for months, so she wasn't. Caring if there wasn't a report sent, and then she would also be the one that would check the numbers.
You know, even just like cash. If we get cash, we will verify the cash with the patient with the transaction and make sure that it all matches up. And we don't do it for everyone, but we make sure that we do it. We do spot checks so that it all, so there is no issues. Mm-hmm. And yeah, she just started not being present with us.
So not sending those things. We had a consultant and she wasn't really reporting any of the stuff to the consultant, which is always sketchy. But you know, we figured, okay, she's got all this stuff going on. Maybe, maybe she's just busy or she doesn't wanna bother us cuz we've got an infant daughter at home.
and really we just didn't care as much as we should have been. You know, it's something that if it was a year earlier, there's no chance it would've gone more than a week with me. Um, Normally I make sure that I have weekly reports, monthly reports and sometimes even daily reports depending on what it is.
so she'll post the, normally my office manager will post daily numbers for a collection, production, new patient scene and total patient scene, and they'll post it into my Excel sheet and it'll all start adding up. And then she has to give me the monthly report at the end of the month. That shows all of the numbers based on my previous numbers and based on, all of that, I have these algorithms that figure.
What should it all have looked like? I basically created it all myself just because I don't like a lot of the systems that I was given by consultants and, the different practice managers or practice management groups that I had talked to. Mm-hmm. And so I created my own Excel sheets and then my own algorithms, and that's how we would always figure it out.
But yeah, for the two and a half months after my daughter's birth, Kinda let it all go. Yeah.
Michael: Hey, why didn't you like, what the real quick rewind. You said you hired a consultant, right? Yeah. What, who
Tim: was it? So, oh man. Who was the group? We didn't get along with them. I'll, I'll leave it at that. Um, We didn't do very well with them because this all happened under their nose, you know, we, oh, really?
We hired them because we were going through a big transition, not with having a baby. Not only with having a baby, but also with the fact that um, we had these two sisters that were working with, That were pretty much in charge of the office before they made all the decisions. They, they helped with everything.
And as I started changing more and more of the office from the old culture, they started not being okay with a lot of it. And I told them, well, you know what? Let's just plan a civil way out and go from there. And so that's what we did. I hired a consultant. They were supposed to help us with the transition, hire this other.
And they had told us, you know, we'll work with you for this period of time. So they were still working with us. It was towards the end of the time that they were working with us. And so those girls had left. Now it's been two and a half years. Mm-hmm. And so it was like 18 months into, this happened at the beginning of last year, and so 18 months into everything.
this lady was starting to not listen to anyone and they didn't say anything. They didn't stop anything. They just kind of went their way. I think may mostly because we weren't communicating as much with them because of the baby. And us being kind of distracted, but yeah, it didn't go very well.
Why,
Michael: why did you go with.
Tim: Um, I went with them cuz they had a good presentation to start. Okay. You know, they had good reviews from a lot of other dentists. And the biggest thing was I was, I was considering taking on a, on an associate cuz I see way too many patients. today I only had a half day and I saw 40 patients.
Wow. And it, it's, it's a lot. Yeah. And so I have debated taking on an associate. I just don't really have enough chairs and so I'd have to build out to do that. There's this girl that's interned with us the last three summers, who's gonna be in dental school next year. And I've talked to her about potentially being an associate because it's also hard to convince someone to move to the middle of nowhere where we're at.
They have to enjoy the lifestyle up here and yeah, it's an awesome lifestyle, but you also have to be okay not seeing people very often. Yeah. Costco. And, and so yeah, it just wasn't right for us, but they were, they were highly recommended by everyone. Okay. So
Michael: then what was the systems you created right now where you're like, this is it, this is my own algorithm that you can kind of share with us where if we're not happy, You know what I mean? Oh my God. This is the system. Is this the only thing that exists out there? I guess so kind of thing, you know, in
Tim: terms of my numbers? Yeah. The numbers that I use in my dashboard. Yeah. So, um, I, I created a few different numbers that will basically take into account how many days are worked. How many patients are seen and the, the collection itself, because so often you'll see that the algorithms from the companies will just be based on, okay, here's the collections for this day and it doesn't really take anything else into account.
And then they'll break down collections per day's worked, but that's about. And so I'll u I'll make a number that's based on patient scene, that's based on day's worked. Um, It's based on the collections and then it's also based on the new patients, oh, and then hygiene. And so I take all of those things into account on my Excel sheet, and I have a algorithm that I created that includes all of those numbers to create a true collection.
And I don't even remember what I call it. I think I call it adjusted collections. Mm-hmm. And so my adjusted collections, my ADU adjusted production, I should see trend lines from that. And then my trend lines are all based on the last three months and the average of the last three months and where they should go.
And so I should know, you know, based on how many days I worked, here's where the numbers should be at, or here's where they should be for the next three months. And then that's also where I'll create goals for my team. And then we reward substantially if the goals are reached. And so we create games based on that.
And it's all based on my adjusted numbers. So what things should be not based on. Not based on straight numbers, but based on criteria that go into those numbers. Um, Because a lot of the times that just isn't taken into account and up here, you know, like today I had a half day because we have, we've gotten so much snow since 10:00 AM this morning that all my patients sh canceled.
Yeah. that's a normal thing. So, you know, if I wasn't talking to you, I probably would've gone skiing instead today.
Michael: Got you, man. What do you, how do you reward. What rewards do you give them? Straight cash. Okay. Nice. Steve. And is it like, what's the cash looking like here?
Tim: So like last month they got a reward.
The hygienist I think got 550 each. The assistants got two 50 each and the front desk were like 300. It was somewhere like that. What is
Michael: the goals for the front?
Tim: so everyone's goal is still the same. Everything is based on collections. And then I will I'll give them more of a reward or less of a reward based on their specific categories.
So the front desk is going to be appointments kept appointments canceled. No shows. No shows is a big one in New Mexico. I don't know how it has been in the rest of the world, but. We joke about it being the land of manana. It is, people do not show up to things here. And so it, that was a severe problem when I got here.
It was very normal to see in one day, six to seven people just not show up to their appointment at all for no reason. outside of, yeah, I just didn't feel like coming. And so that's a big part of the front desk. Then like my assistants is I'll tell them it's treatment plan acceptance, because they're a big part of making sure that everything is accepted.
They're a big part of making sure that the culture of the office is awesome. And so it's also how many new patients, because they are. They're basically my marketing team. The assistants are the marketing team and making sure that someone from the second they walk in the door to the second they leave.
They feel like they're part of our family, they feel awesome, and it should feel like a different experience. You know, the assistant's getting 'em a warm towel at the end of their appointment to make everything feel a little bit more like a spa, getting them. We have like ozone water that we'll use in different procedures and we make the ozone in the office so the assistant can talk to them.
Yeah, here's what ozone water is and why it helps. And so the assistants are part of that education. And part of that marketing because when someone hears all this stuff, they're, they get excited about it and they go tell their friends like, Hey, guess what I experienced at the dentist? Mm-hmm. This was really different.
and that's what we get all the time. I would say that's at least half of our new patients are because of an assistant said something and, and then we hear. Nice.
Michael: Okay man. So then like that's how you can kind of, do you ever get an assistant where, or have you ever gotten one where they're like, that's not my job.
I'm here to just assist you, kind of thing. Or maybe their conduct or attitude kind of showed that and you're like,
Tim: yeah, they don't work for me anymore.
Michael: How do you, how do you um, my guests give them, Or have you ever had to talk to one and be like, this is how it is here, kind of thing, right? Yeah. This is the office culture.
And then they did work and then it happened.
Tim: Yeah, Yeah, so actually one of my best assistants right now she started as a very quiet girl. She didn't wanna talk to the patients. She was really good at assisting. And so that was what kept me trying to work with. She didn't really want to have communication with the patient.
She was afraid of talking and being wrong about something and, and so I had to coach her a lot on, Hey, this is exciting. It's cool to teach someone this stuff. And, and when you start educating them on all the, the benefits, The different things that we provide and start teaching them what really can be awesome about taking care of teeth.
They get excited about it. And so she started just talking about things as if, you know, she knew everything there was to talk about. Yeah. And now she's become friends with a lot of the patients. Uh, A lot of the patients will stop her on the street throughout town because yes, we are a small town here, but she doesn't actually even live here.
She commutes uh, 45 minutes from the town over, and that town is 30,000. So, I see her in the plaza and she's hanging out with patients now and it's really cool to see. And then my other assistant, it was no issue because she was already that type of person. And when we hired her, we knew right away that she was gonna be perfect for it.
She had always kind of been in customer service jobs. But never had a career type job. It was always like, okay, I'm gonna work in retail here, or front desk there. And she just hopped around and she's been with us now two years and she's doing incredible, dude.
Michael: That's nice, man. That's really, really good.
So then let's talk about that severe problem no shows. Yeah, because I always think like, man, if you can figure a way to eliminate that, you'd be like a bajillionaire. So how did you, how did you start
Tim: minimizing. I mean, the biggest one was we started charging for it. Really? Yeah. So it's a hundred dollars no show fee.
And do you actually
Michael: charge, or are you kind of like, we're gonna waive it this one time? I understand. We have only
Tim: charged it, I think since, so we started implementing it about six months ago. I think we've only charged it three times. But what we did is we added it into the. To tooth places, so mm-hmm.
In the new patient the phone call, that script, it's in there now. And so when the, our front desk talks to a new patient, she brings it up. It's also in there for a patient who hasn't been with us for a while, and then we put it on a um, there's a contract that they sign when they come into the office.
Fortunately, we also changed our software. And so it became an excuse to have them refill out all their paperwork. And in the paperwork it set, there's one whole sheet that talks about our no-show and our late fee. And if you are, if you no-show on us, it's a hundred dollars fee. If you are late, we have the right to give your appointment to someone else.
and so we just started changing the culture. We were blessed with a, a front desk lady who's just incredible at mm-hmm. Being very straightforward with people. She has no problem talking about the NoHo fee with every patient. She'll take credit cards from a new patient. So if a new patient is setting up their appointment, she'll take a credit card from them and say, yeah, well we're gonna charge you if you don't show up to this appointment.
So you need to be here. Yeah. And it, it absolutely has changed things. I mean, we've had people during snowstorms say, no, I have to come because I have a hundred dollars fee if I don't show up. And they've got no car that can make it. And they're calling us frantically trying to figure out how they can get there.
Yeah. And so it's really been a, a, the easiest way to try and make sure it works, but we haven't really had to charge it. The only times where I've charged people is there's the occasional patient and it's usually a a state insurance person who says, no, my, my insurance will pay for that. Yeah, no, your insurance is not gonna pay for that. And you're gonna learn that you need to be more responsible. What do they get upset? Yeah, they absolutely do, but I'm also the only provider in the area for Medicaid, so. Oh, that's true. They can either not take care of it or they can pay that fee.
I mean, that's a lot of the time what it is, but. We fortunately, really haven't had to charge it. Yeah. So
Michael: Interesting. Okay, man. You said you changed software system
Tim: to Yeah, so we changed from um, what was the old one? He was using a really old system and I kept it around again. I had the, the old team that I inherited, and so I wanted to change things really slow when I bought the office.
Mm-hmm. And so I kept the old system. I can't even remember what was Soft Dent. That's what it was. Mm. And it was the old version of Soft Dent and it was the downloaded version, so it wasn't ever truly updated, like their new version is, and they have like their cloud version that they use. And we changed to Eaglesoft now.
Michael: Okay, cool man. Cool. Eaglesoft. So then let's fast forward now. Now what you're doing, you have a bigger vision, right? You wanna do. Do you want, what do you wanna do, Tim? Do you wanna just like be there, be this pr or what
Tim: is your vision here? Yeah, so, my next goal is to build a new clinic. So I would like to build a clinic that is different from every other clinic that I have ever been to.
And it's going to be an integrative care center where you go to and we provide, Whole health care in a way that is very technology savvy. So you go in and we use every piece of technology we can to basically give you a tour of your body and the dentist and the doctor don't even need to be there for the tour, but we're gonna give you a tour based on blood work, based on different scans.
Cuz I mean they've got all sorts of body scans they can do now that are super easy, super fast. I mean my scale now tells me. What percentage of my fat is located in water weight versus, you know, actual fat versus bone density. Mm-hmm. And it, all, it is, is a scale, you know, and that's a, a minimal one.
And they've got all these crazy things that they can do now. And so the doctor that I'm working with at, we were, we want to build a clinic that integrates all of that technology along with blood draw and the dental scans that we can do between a C B C T and a 3D scan and go through a PA with a patient, every single thing that we can in their body and where the form and function is going wrong, and we can relate.
Okay. Your face isn't developed in this way. You've got a posture and balance going like this. Your bite is also in balance because your posture is misaligned now you aren't breathing right, and, and we talk about it all and then correlate how we can change function at home and what they're doing at home to make it all better and, and basically make a new specialty out of it.
So then
Michael: this is planning to
Tim: launch. We haven't decided. So we're actually uh, me and her are working with, some people out of the country and we are, there's some other places out of the country that are doing similar things. Now the people that we're working with are all billionaires and that's who we're providing this care to.
And we want to make it a, a standard office experience because where this care is being provided in other places, it's at beautiful resorts that, you know, we get invited to and we build this care facility as a, just a makeshift facility that looks awesome and works really well, just with a couple pieces of equip.
Because most of the stuff can travel and then her expertise can travel very easily and my expertise can travel very easily as well. So they just bring us in a couple pieces of equipment and we can set up a, he a healthcare facility and provide what we can just through educating people. And then we would like to though bring that to the us.
We would like to make it a, a standard way that people can get healthcare. So
Michael: you're doing this already in, you're doing
Tim: it like you're going out there. And so My problem is I haven't been able to get licensed in the other country yet. Uhhuh, I have to take their board exam in September. And so I am hopefully gonna be taking all that and, and then providing all the care over there.
What's the other country, but Maldives.
Michael: Oh, oh yeah. Okay. Yeah, yeah. Billionaire. Yeah. Okay, man. It's nice though. It's nice. Yeah. So you're going to do that
Tim: here? So the, yeah, that's, that would be my goal is to bring. Bring that type of care here where we can teach people how to take care of themselves in a better way, without medications, without, and, and that's, that's really the issue.
And what we have to figure out and what we haven't yet figured out is how do you bill all of this? Because it's difficult to bill knowledge and it's difficult to bill education through insurance. Mm-hmm. And so, That's where we are currently at a roadblock and, and trying to figure out, you know, how can we code this and, and what can we do for it?
And maybe we end up coding it as family practice and, and standard care like that. I'm not entirely sure yet, but yeah, we've already picked out a few different locations that we have considered. And hopefully, we'll, we'll get something started pretty soon in terms of, getting at least the dental and medical portion built.
But I want a chiropractor involved. I want to have uh, PT and OT involved in as well, and, and really get as many doctors on board as I can.
Michael: Man, that's gonna be exciting, man. That's gonna be really, really exciting.
Tim: I hope it, it turns into something. It's just, we don't really know what it's all gonna look like yet.
Let me
Michael: know when you open up the investors round. I have like my savings, which is five bucks. I'll, I'll put it in your van, I'll throw you, but no, that's gonna be exciting. Throughout this process, Tim, I guess from the moment that you decided to do your business plan for your practice till today, what's been some of your biggest struggles or, or pitfalls or fails?
Tim: Biggest struggles and pitfalls. I mean, really a, a big portion of its time. Building the business plan takes a long time. Getting financing was a ton of hoops. Banks do not trust a, a new grad, that is not a thing anymore. That used to be a thing. a lot of dentists who were graduating 20 years ago, That was normal to build a practice and not become an associate right away.
That is no longer the case. Banks don't want to give you money, even though dental loans are proven to be one of the least risk loans that you can, that a bank can give out. Mm-hmm. But. They still don't. And so I talked to bank, after bank, after bank, trying to convince them based on my business plan, based on everything that I had, and even though I had put in all the work that I did, they still did not wanna give me the money.
that was really the hardest part. And then it was finding, finding the right team, because you know, you have to find an attorney, you have to find an account. And I was a student, I didn't have any money. Mm-hmm. And so a lot of these people had to work for me off of the, the fact that I was going to have that loan come through on whatever date and then I was going to pay them.
And so I had to work extremely hard to find people that would work for me, despite me not having money on hand. And basically they worked for the day, the contract was signed, here is what we get paid. And so I was very fortunate and I worked incredibly hard to find that team. And it was a lot of making connections, going to dental conventions, finding, finding the right people at the conventions.
And then one person would introduce me to another person would introduce me to another person, and, and we'd kind of go from there. And that was really the, the biggest advantage was in having that mentor that I had. He was able to introduce me to people that trusted him, and then because they already had trust in him, then they would trust me.
And then once we had a conversation and I would explain, here's everything that I can do, they would jump on board. But yeah, it was incredibly difficult building that team. And then when I bought the practice, Really the hardest thing was convincing a team of people who had been in the business for, I don't think there was anyone who had not been in dentistry for less than 10 years.
Mm-hmm. And I had to convince them to trust me who was, had graduated three days ago. And so I had to go from absolutely nothing to, okay, now these hygienists have to trust my treatment plan. that's where I did, I had to follow the old dentist and figure out exactly what he would do.
Uh, And so I actually. Had him send me 20 cases before I went over there of the x-rays and then the the treatment plan that he came up with from the x-rays, so that way I could figure out how he planned and what it all looked like. And then I figured out that it was also based on insurance, how he would plan.
And so I basically copied his treatment planning strategies for the first six months. Mm-hmm. And I try not to change anything at all. The only thing that I added in be were things that he never did. So he never did uh, Invisalign. And, uh, he did very, very few implants. And I went to a school where I was very fortunate to graduate with, I mean, I think I graduated finishing about 15 implants.
And I had done over 40 root canals, and so I, I was able to jump right in and, and do that stuff and, but I, again, I had to make sure the other team trusted me and there was, there was one point where I did a filling and I made the mistake of putting s d F under it, and these girls didn't know what s d.
Looked like. they knew what it looked like if it didn't have a filling over it. And so the filling had kind of grayed out and they took a picture and started sending it to each other and saying, what is this guy doing? Now it was on a kid and it was, it was a no drill. No shot filling.
Like I figured, okay, this is gonna be great. They're gonna love that. I didn't use shots and drills on a kid. Mm-hmm. And the kid loved it. But no, they were not sold. And, and that was really difficult to kind of move away from some of his techniques. Mm-hmm.
Michael: No, but that's smart man. That's smart to not like go in there and change everything immediately.
Cause then everybody's gonna be like, well, who's this guy? Right. Kind of thing.
Tim: Yeah. You're, I didn't have the credentials to do that, you know. If I had done that after working for 10 years, it's one thing, but after three days of after graduation, yeah. Um, It was a little difficult to try and change things.
Michael: Nice. Yeah. Okay. Good, good, good. And then one of the last questions I wanna ask you is marketing advertising. Yeah. What's been your best r o ROI and then one of your worst things where you're like, I'm never gonna do that again.
Tim: Yeah. So, up until like six months ago, I had never done an ounce of. I use patient-based marketing only.
Mm-hmm. My patients tell other patients and that's how I market. I have patients that drive over three hours to come see me, and I would say that's relatively normal. Mm-hmm. Um, it probably happens every other day. I'd say. I have a patient that drives over two hours, It's because they hear about me from someone else, and the distance just kind of keeps going.
I don't know what the true trick is, but you know, again, I just, I try to educate people. I try to make sure that they're always comfortable in the chair and. And make sure that I'm, I'm just honest and friendly with them. People should feel like they are part of my family and I'm treating them the same way that I would treat my family.
Mm-hmm. And because of that, I have been ex incredibly lucky to not have to do really any marketing at all. I mean, I guess if you look at my taxes, I do marketing through. Supporting the high school. Yeah. Or, the golf course. I'll, I'll support like the random fundraiser and they'll put a sign out. But I don't know if I actually get any patience from it.
There's nothing better than a person telling their friend that, Hey, this is a really good guy, and, and this is a really good office. I, I love the work they did for me and I really trust them for that. And then in the last six months I have started marketing um, on LinkedIn for more of my own personal.
Not so much for my practice, but trying to get my own name out there in, in different ways and because I'm gonna be starting something new. I want to get out something so that way when this new thing is coming up, people can look me up and, and know that there's a lot more information on my philosophies, what I do and, and why I do it.
Michael: Nice man. Awesome. Tim, thank you so much for being with us, man. It's been a pleasure. But before we say goodbye, can you tell our listeners where
Tim: they can. Yeah. So I'm on LinkedIn as uh, Dr. Tim Dolan. And then my practice is Angel Fire Family Dentistry. We are in Angel Fire, New Mexico. You can email me at angel fire dental gmail.com or feel free to call the office.
And we go from there.
Michael: Awesome. So guys, that's all gonna be in the show notes below. And Tim, thank you so much for being with us. It's been a pleasure and we'll hear from you soon. Yeah, thank.
We are starting off this month's MMM episodes covering ChatGPT, and the ways you can utilize it in your practice! In the fast-paced world of technology, it can be tempting to rush into picking up new tools and trends, but taking the time to slow down and fully understand how to effectively use these tools is where we are headed in this episode. Dental practices can benefit immensely from using ChatGPT to manage insurance claim denials, write up detailed business or marketing plans, and even draft scripts for videos. The most important part of this process is to have fun with it! The world of AI is still largely uncharted territory, so jumping in and experimenting with "how would ChatGPT respond to this?" is an effective mindset to have.
If you've been dipping your toes into the AI world, or haven't used it at all, give this episode a listen and learn with Michael Bonanno and myself!
You can reach out to Michael Bonanno here:
Email: mb@dentalvss.com
Website: https://dentalvss.com/
Phone: 602-388-0954
Other Mentions and Links:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael A: Hey Michael. So talk to us about ai, artificial intelligence and chat, G P T. How can we utilize this or what advice or suggestions can you give us that will help our workflow efficiency or front office task that we have within our
Michael B: practice? question. Thanks Michael.
So I would say the first thing is just to start. Doing it right, pull it up, Google Search chat, g p t, and uh, you pull it up and there's, it's actually, there's some free versions and you just start typing things in from different perspectives. So, that would be the first step, right? And, uh, from there, to give you an example, I'll, I'll oftentimes, if I'm looking to.
Create copy or, or um, you know, manage something like a denial or predetermination. I will go in and say, just for fun. I'm like, well, Write this for me my mind is always blown when I get the re the response back in like 30 seconds. What sometimes practices are paying highly paid people to manage is now being done in a matter of seconds and more complete, thorough and, fun while, you know, while we're at it.
Michael A: Nice. Okay, so then gimme some examples on what you utilize it for. What have you seen it work best for right now and what are your like we should have probably used it for that.
Michael B: Sure. Well, I keep trying to get it to do everything for me, but it keeps reminding me that it's like a, I can't remember what it says.
It says like, it says it gives me some error, like they can't come up with that for me. Mm-hmm. But, I'm using it for, I'm playing around with it with, uh, like website copy. Right. Or marketing content copy, or, I just did, um, I said, you know, there was an office that wanted to do a predetermination on number 13 with buildup crown and indirect pulp cap.
So I thought, let me see what chat G p T is gonna come up with for this. And I'm not kidding you, Michael. It came up with the most incredibly complete, it was like previous history of a patient, is this, that and the other. And, um, current experiences. I mean, it was just so on point. That there's no possible way the insurance company could deny it, right?
It just, all of the information for why somebody would need those procedures is right in there. So now the dentist just puts their name on it, we send it off, right? so we're having fun with that. Also, managing denials. Um, it's always fun to see, you know, sometimes what chat g p t is gonna say about how we manage a denial.
And you can also write from the perspective of a dentist or perspective of a consultant or perspective of someone, which is really cool. Um, I'm also using it for my website, so actually chat. durable is another ai, right? Mm-hmm. And they are building, um, websites. You put in a few things and before you know it, you have a full on website that will just blow your mind with what it comes up with.
As a matter of fact, asked Chad d p t, I said, who is Michael Bono or something? Michael Bono in the dental industry or something like that. Man, I took what it said. It made me sound so good and I forgot, dude. I was like, Yeah, I have been on lots of, you know, I've been in, in the newspapers and I've been on the, on television, you know, stations and things like that when Covid came out, right?
Mm-hmm. And I just forgot about all of that, and it pulled from somewhere, all of that together and made me look like the bright shining star that I am. So I was pretty excited about
Michael A: that. Nice. Okay. I never thought about that when it comes to perspectives on how to use it from a dentist, from a consultant, How do you see that beneficial when it comes to like, I mean obviously not a dentist or practice owner, but do we, what prompts would you recommend we use for like consultant or, or
Michael B: marketing?
Yeah, it's a great question. I haven't dove in too much into prompts. I have a bunch of things saved on my phone right now where, I'm gonna make this up like a hundred or plus, probably thousands, probably you know, better than I do. How many different prompts and different. programs exist right now to support this artificial intelligence, the workability of it.
And I know there's images and, um, y you know, you can, you can design and do code and all kinds of things. I was sharing with, um, one of my buddies, I said, let's, let's spend a weekend at an Airbnb in the middle of nowhere and just start going down the list of all of those. Programs and seeing what they can do and how we could have an impact what we're doing.
And um, I mean it's even now posting, pictures and stuff on Facebook and, and Instagram and all kinds of things for us. so it's, it's pretty amazing. I, I need more, a little bit more time cuz I do want to geek out on it, to be honest with you. I, I'm still just playing around with it and, and I'm still in discovery like, Well, what is it gonna say about that?
you know, that root canal that was needed or that implant and or why we took that x-ray. And now as we get more into medical billing, commercial medical billing for dentists, it's actually, even more fun. So. interesting. But a consultant, I would put everything in there, dude.
I mean, like, you know, ask, I, I treat it like, it's like a. I'll just be like, let me just see what it's gonna say about this. What, what is, what's it gonna write about that? I've got friends people that are in, college using it to write college papers and the professors are not picking up on that.
It's, you know, computerized and, I mean, obviously they're going through and cleaning it up and making it of their language and type of thing. But for the most part, I'm really like, Floored by the way that it presents, information and how quickly. Yeah.
Michael A: Yeah. It's, it's amazing. What kind of marketing have you seen practice owners utilize it
Michael B: for?
Yeah. Uh, I, website content. You can also say, I'm Michael, you know, I own a virtual support company. For dentists, what are some reasons why a dentist would hire me and it will spit out a whole bunch of things or reasons, or write me an article about the, uh, the value of not missing phone calls.
In a dental practice or I'm a consultant for dentists, um, help me write a business plan for this. I mean, it will literally, as a matter of fact, I was talking to somebody recently who, they're a consultant and they are putting together a program and you can literally ask the AI to build you out a six week program on this, that, and the other, and it will give you an entire timeline with deliverables.
For how to achieve the outcome. Mm-hmm. It's pretty cool.
Michael A: Yeah. Yeah. So we can do that with like marketing, right? Like kind of say like, create me a six month marketing plan that exactly. $5,000 budget or that's it, right? And blah, blah, blah. This is my, and then continue to add to it as soon as it Right. Kind of a, yeah.
Like. Be like, okay, now talk about Instagram. Right. Or talk about this. Right. Or I'm in New Hampshire, what about that Right. Kind of thing.
Michael B: Yeah. I, I, I don't know where it's happening, where the data's coming from, but it's, it's pretty complete comprehensive. And, um, you know, I, I actually played with it. Uh, we were talking with a friend of ours who's an attorney the other day, and we were, we were talking about contract law in San Diego.
Where we live, California and we said, you know, have you heard of chat G p T? He said, no, what is that? And he wants to focus on writing, right? All he wants to do is write contracts. and so we said, well, here, let's do this. So we pulled it up. We said, you know, I'm an attorney in California. Oh, it was a contract for a parking space.
Mm-hmm. And He was like floored by it. He said it did miss a couple of things, but I said, well, that's why the human being still exists. See, the human being exists to manage the integrity of the system, right? Chat, e p t is still a system, so you know, there's going to still be a, a human element required.
at some point, maybe not. but yeah, he was floored by it as well. So I just invite anybody, who's doing anything to get on there and start asking from different perspectives. If you're a consultant, you're a dentist, you know, you want to, you're a hygienist, you want to educate a patient on sleep apnea, you know, um, or.
You know, versus waiting for script. You can write, it'll write you scripts. I said, write me a sales script for cold calls of, uh, virtual support for dentists or something, and it comes up with the whole thing. Interesting.
Michael A: Okay. That's good. Yeah. What would you recommend, for example, let's just say a dentist is listening right now, practice owner, and then they're like, all right, we're gonna sign up.
We're gonna get it, or we're gonna, I want my front office to mess with it a little bit more. what kind of prompts should they be putting into it?
Michael B: Yeah, I would say it depends on what kind of outcomes they want to get, right? If they're having issues with billing, then there's gonna be specifics to, uh, that if they want to look at marketing, well then they should, you know, do some searching around, um, and find out which of the platforms are going to provide the outcomes they need for.
for their marketing. and with all that, there are, I'm not related to any specific, ones. my exploration has been mostly with chat, just chat, g p t, general, question and answer fund. I know that it's doing all those things. Yeah. Yeah.
Michael A: Awesome. How do you utilize it for your, your business?
Michael B: for my business? You know, I haven't actually, really elevated the use of it in my business. I'm still in the, I'm kind of an analysis paralysis guy. So for example, like it takes me more time to think about something than, and then it takes like my spouse before I'm done thinking it's already done.
Right. Um, with my spouse. So, I'm still in the analysis stage of like, is this really working? Does this really work? Well, what if I put this in and what if I do that? so I'll circle back with you on that as I integrate more of it into my business. I haven't integrated much actually into my business.
Maybe my marketing company's using it. Cuz as I think, as I think about some of the text and stuff that I'm getting back, I'm like, this could be, you know, artificial intelligence. Because some of it I'm kind of like, It says something like, uh, virtual administrators can help update patient records.
And I'm like, yeah, nobody's saying that. You know, you know. Yeah, yeah. But I get it, you know? Yeah, that's great. And I, I just wouldn't say that. Mm-hmm. So, um, yeah, we'll do a follow up with, uh, me as I, as I integrate more, into the business.
Michael A: Nice. So you definitely think. For sure, for sure. Practice owners should be utilizing this or at least messing around with it right now
Michael B: for sure.
Oh yeah, because there's, I mean, you know, practice owners are very, very smart, right? Most of them, that we work with are independent dentists, so they're practice owners and they're very smart people, much smarter than me. And so as they look at, you know, as they toy around with it, they will find so many different ways that it can be beneficial.
I wish I had more time. That's why I said let's lock ourselves in a Airbnb for the weekend and really dive into, because. You know, it's kind, it's that philosophy of slowing down to speed up. Mm-hmm. We know that it's powerful. We know that it's available and so, any time that we don't slow down to understand how to maximize it is, um, To our detriment long, you know, long term.
Mm-hmm. It's like compound interest, right. You gotta get it in there. As soon as you get it in there, it builds and grows. Right. But yeah, you have to spend the time now and get it in. So I, I just submit lock, you know, doing something where we look at what are the outcomes in the practice where it's taking human. you know, human resources, if you will, and how can we leverage the value of artificial intelligence, like chat G P T to either speed things up, automate things, get out in front of things so that we're not having to think from nothing. The different co you know, marketing. Mm-hmm. Messages, I'm getting messages or stories For me, I'm a, I'm very high creative, so every word matters.
So it can take me sometimes months to do something where with chat G P T, for example, they spit something out. I've got something that gives me something to latch onto where now I'm building from it as opposed to from scratch, which for me works really well because of how much time I sometimes spend.
Just thinking about how am I gonna start
Michael A: this? Yeah. Yeah. Gotcha. Awesome Michael, I appreciate your time and if anyone has further questions, you can definitely find 'em on the Dental Marketer Society Facebook group or where can they reach out to you directly?
Michael B: Sure, they can. Uh, my cell phone, (602) 388-0954 or email me at m b like Michael Bono mb dental vss.com.
Michael A: Awesome. So that's gonna be in the show notes below, guys. And Michael, thank you for being with me on this Monday morning marketing
Michael B: episode. My pleasure. Thanks for having me. Enjoy, uh, enjoy the rest of a great day.
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: https://www.meetdandy.com/affiliate/tdm !
Guest: Mary Pham
Practice Name: Lollipop Dental
Check out Mary's Media:
Website: https://lollipopdental.com/
Linkedin: https://www.linkedin.com/company/lollipop-pediatric-dentistry
Lollipop Instagram: https://www.instagram.com/lollipopdental/?hl=en
Sweet Smiles Instagram: https://www.instagram.com/sweetsmilesortho/?hl=en
Women Dentist Entrepreneur (WDE) Facebook Page: https://m.facebook.com/groups/379332796353702/
Email: drmary@lollipopdental.com
Other Mentions and Links:
DAT - Dental Admission Test
Dr. Gardner Beale
Bill Gates
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Your goals and vision may shift over time! Take this into account when making decisions.
- Your first 2 practices may get by without systematization, but this is essential when jumping to 3+ practices!
- You do not have to be a boutique fee for service practice to be profitable.
- When talking to patients, never come across as judgmental or condescending. Always talk to them like you would your bestie.
- If the teammate you let go is surprised, you may need to improve your performance checkup process.
- One person can manage five to seven people effectively. Much more than that and you need to hire!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: https://www.meetdandy.com/affiliate/tdm !
Thank you for supporting the podcast by checking out our sponsors!
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Mary, how's it going?
Mary: Everything is going great, Michael. Thank you for having
Michael: me. No, thank you for being on. If you don't mind me asking, I know you told me before we started recording, but where are you located?
Mary: We are in Orange County, California.
Our offices are in Orange County and Los Angeles County. Actually, we're we're expanding a little bit.
Michael: Really? Why Los Angeles?
Mary: It's still within driving distance to Orange County. So currently with our offices, we still like to be really present in them, at least visit them once a month or so, and mm-hmm.
Now we just wanna drive, make it like a 30, 45 minute drive and, um, and we have patients that live in LA County that want us there. So we decided to serve our patients.
Michael: What, how many practices do you
Mary: could have? So we have seven currently. And, um, I think we're gonna just keep going. We're having fun doing it.
So,
Michael: uh, you make it sound like so, so funny, like, you know, let's just keep going and build. And so before we dive into that, tell us a little bit about your past, present. How'd you get to where you are today?
Mary: Initially, I actually didn't think I was gonna be a dentist. Mm-hmm. I, I wanted to be an ob gyn.
My parents were like the typical Asian tiger parents and wanted everyone to be a doctor. So I applied to med school. I was a med school reject, and um, I moved to Houston, Texas against my parents' wishes and became a Hooters girl. So I loved, so I worked there and then I met a dentist actually at the end of my shift.
And she came in, she had some chicken wings and we were just chatting and she was like, you should really consider dental school. And then I was like, nah, I don't wanna be a dentist. I don't wanna be in people's mouth all day. But then she, she was like, all you have to do is take the d a t, see how you do and it'll just open more doors for you, so you should try it out.
Mm-hmm. So I took the, I decided to focus, I took this KAPLAN course and I took the d a t and I did acceptable enough to get into U S C dental school, and I guess that paved the way for me and dentistry. And so, um, went to dental school not knowing much about dentistry at. And, um, I did pretty well in dental school, to where one of my mentors, Dr.
Gardner Beal, um, he encouraged me to pursue pediatric dentistry because he saw during my pediatric rotation that he's like, oh, Mary, you're really, really good with kids. You should consider pe. And I was like, nah, I'm ready to start working. Make some money. So, you know, start my career. And he is like, well, let's just, you know, pr be a part of the pediatric selective and just, you know, you'll have fun.
You, um, you really seem like you like it. And he encouraged me to apply to pediatrics. And then I got into pediatrics at the University of Illinois and Chicago and I finished my residency. me and my husband got married. He's an orthodontist and he decided to, Settle in Orange County, and that's how we ended up here.
and of course, because he's an orthodontist, he's like, I want my pediatric dentist wife to refer me all the patients, so I never have to do any marketing ever again. So, within the year I just opened a startup. and it was just like, luck, you know, we, we thought we were gonna open in this city. It didn't work out.
At the time, you're very discouraged because you're looking at all of these locations that you think you wanna work in. However, everything doesn't align the way that you, thought that it would. And so, um, we ended up finding our first location in placenta. The contractor was, you know, who we're still there today and he owns the building and he's like, you know what, Mary?
Like this is the last suite in this building. I'll pay for everything. I'll pay for to build it out. I'll pay for whatever you need. So you just put the equipment in and it's yours. And so I. And I didn't have much of a startup cost there except for the equipment and a little bit of upgrades and it costs.
But besides that, I was really fortunate in that I found them. And so, um, from there, we, I would say within the first three years we became busy, you know, um, our model is, Give everyone a reason to smile. And what we mean by that is everyone, no matter what type of insurance you have, no matter what your socioeconomic status is, we think that every child deserves quality, specialty, dental care, if the parents choose that, so, You know, we're not picky with being like a fee for service or a PPL only.
We cater to everyone with the best technology and with specialty care. And so that has just been our business model. And when we realized that we're able to become profitable while seeing all different types of payers, It really became something that we loved. You know, like I didn't wanna just serve fee for service patients.
You know, like, how could I develop this business model that can be profitable, but, and also doing what I love, so, That was really fulfilling. and then we started growing really fast to where we decided to open in different locations where our patients were asking us. So we just opened our Lake Forest location a couple of months ago, and I would say 80% of the patients that come through are, were our patients that visited another location.
Moved to South Orange County to where they're like, oh my gosh, we're so glad you're here. And I'm like, you spoke, we listened. You said you guys need an open one in South Orange County. So here we are. so that's kind of where we are today. and it's still a really fun ride. You know, I think when people start to scale by the second or third location, they.
Start to get stressed out. Like what worked at one location doesn't always work with two, and what works at two doesn't always work with three. But once you get to three or four and you've systemized a lot of things, it really helps with scaling. And so, um, and so yeah, it's a, it's a fun time for us and, and it also scaling allows your team to have growth opportunities.
You know, like if you're in a single location, then you might just be a dental assistant, maybe like a lead. But then where is it? Where else can you go right from there if you stay there? So, My goal has changed from opening one practice to how many more lives can I change? Not only patients, but my team.
How can I continue allowing them to grow as we grow because they have been with me for so long. Right? And you just wanna see people succeed. So it's fun. I love it.
Michael: Nice. That's a a lot. Uh, you going? That was a little, it's fantastic. It's fantastic. Real quick, where in Houston were.
Mary: I was, I lived in Pasadena, but the Hooters that I worked at was off the, off of Kirby.
Michael: Okay. Okay. Nice. Yeah. Pasadena over there is different than Pasadena in here, right? Yes. It's very different. Yeah. That's nice. Okay, so then it's interesting you said no twice, right? You're like not a dental school and then NAD to pediatrics, but you went that way, right? Why? Why do you think that?
Mary: I think part of it was one, it would make my parents proud that even though I wasn't a doctor, I was some sort of professional.
so that was one. And then two, I think that I wanted to push myself into a better opportunity, right? Like I, I actually used to do nails. My parents owned several nail shops growing up, and one thing my mom always told me was, no matter what the skill. You can always learn more, and that'll just make you a better person, you know?
Mm-hmm. So like I still have my manicuring license, even though I don't use it, I still renew it every year. Yeah. And it's like, it's fun, right? It's like you, it's a skill that you've acquired, that you've learned, and you're licensed to do it, and it's only good for you to learn to do a lot of different things.
So, Dentistry. I don't practice behind the chair as much. Maybe once or twice a month when I'm filling in for my doctors who are on vacation. But, um, but I did it for 12 years, you know, and I really loved it. I feel like I became very good at not only clinical dentistry, but catering to patients needs. And now I have my second calling, which is developing people.
Mm-hmm. And continuing to build my company. Uh, you know, affect as many lives as I can in a positive way. Yeah.
Michael: No, that's, that's fantastic. Now, I know you kind of said like, now you accept anybody, right? Like, or not now, but like you've always accepted any kind of patient. Does that mean like Medi-Cal, any type of insurance?
That doesn't matter.
Mary: Exactly. So we are in network with almost every payer. The only ones that we are out of network with are the HMOs that require certain criteria that we think are unreasonable. Like for example, there's certain HMOs that say you have to try at the general dentist three times with failed appointments before we will pay for you to see a specialist, which I think is wrong because the general.
Knows if the patient is able to tolerate treatment at a general dentist or if they need specialty care, why make them go three times before you'll refer them? Because by the time they get to us after the third time, they're so scared, you know? So those are the only insurance plans that we don't take are the ones that I just ag I don't agree with.
They're pro protocol or their, their philosophy.
Michael: Gotcha. Okay. And then you also mentioned that the, then the first three years, Of your startup, you became busy. Mm-hmm. So break it down to us. What were you doing? What didn't work? What worked?
Mary: So initially I thought I wanted to be this boutique fee for service practice.
Mm-hmm. I think that's the, picture that people paint, right? Mm-hmm. And so whenever I was a resident, we saw every payer type, mainly Medicaid. As a resident, and then when I went into private practice, I thought that I wanted to be this boutique p p O practice, but then I realized I wasn't fulfilled, I didn't see as many cavities or much extensive treatment.
It was a slower pace. Um, which is okay, but I like being busy. You know, I worked at a nail shop for 15 years, right? So, I mean, you're seeing, you have a lot more interaction with people and so it, it, it's just a different type of practice. It's not right or wrong, but I think it's just like different dental practices in general, right?
Some people like to sit and talk with their patients for a really long time, and some people thrive in a fast-paced environment where I like saying hi to five different people and. With kids in particular, they're very impatient. And when the kids are impatient, the parents are more impatient. Mm-hmm. So I like the fast paced type of environment.
when I first started practicing, I worked out in Riverside County where it was like a hundred percent Medicaid. And so when I left that practice to open my own, a lot of the patients would come and see me at Lollipop, where our practice was in placenta and, um, At that time I didn't take Denal because I was like, well, you know, I don't know if I wanna open that door, but I'll still see them for free.
So the social worker would bring them and I would still see them. And, um, I just wouldn't bill or wouldn't charge or anything like that. So then the social worker was like, Dr. Fam, like, we can help you. Why don't you just sign up so then you'll get paid for seeing. These patients that, that are driving an hour to two hours to come see you.
And I'm like, all right, we can do that. So I called Medi-Cal and they said, you can, you can choose to see whichever patients you want, whether it's just kids under five special needs kids or whoever you can, you don't have to take every single person, right? You can just selectively decide like which patients you wanna see.
And then I was like, yeah, I just wanna only see my patients. I don't wanna take any new patients, just the patients that I've followed for many. And so, um, so then we. Got slammed with patients cuz I couldn't say no to anyone. Mm-hmm. I mean, I had this, this thing where I'm only gonna see my patients and then hey, but I have a friend and then I, I'm telling everyone to come here and we love it here.
And I was like, yes, yes. We'll see them, don't worry. Like, we'll take care of everybody. We can save the world. And so, um, so that's kind of how we got busy was because we were like, you know what, we're not gonna say no to any children that need specialty care. And we know we're the best, We're not gonna close our doors to anyone at all.
You know, if we can help them, we will. Mm-hmm. And that's how we got from like, kind of like a boutique P p O type practice to where we are today.
Michael: Gotcha. You're right, a hundred percent. So many times we're like, I wanna be a boutique then I only wanna have like work one to two clinical days. Right. Maybe good, good days.
And then from that point on, have an associate be fee for service. Where does that come from? Why did you have that?
Mary: You know, I can't, I can't put my finger on like one particular thing, but I just think people always Put Medicaid in like a negative connotation. Mm-hmm. Like, oh, it's like low reimbursement people cancel, the socioeconomic status and it's gonna run the fee for service patients out.
You know? And then, so actually what I said was, you know what, like we're gonna be the in and out of pediatric dentistry no matter what your socioeconomic status is, whether. Bill Gates, if you like Inn out, you'll be there. Or whether you're a homeless person, you can still eat Inn Out or someone will buy you Inn out, right?
And so, but there's no selectivity of who goes there. It's more of like, okay, if you like a good fresh burger, like it's affordable to everyone. So mm-hmm. That's, that's where I felt like, I don't know. I think just my heart is with children and I feel like I didn't go into pediatric dentistry to just. A fee for service type population.
I went into pediatric dentistry to, to help the kids with the best level of care that need it the most. And if we could find a way to make it into a profitable business, then why? Why won't, why wouldn't you do that, right? Mm-hmm.
Michael: Mary, when did that change then, for you, when you were like, okay, I, I did my startup, I wanted to be boutique, and then you.
All right, now we're gonna be in and out. Like it felt like there was some part in your, in this moment, maybe it was before, I don't know. You honed in, you hyper-focused on exactly what you wanted to be do and things like that. when did that happen? The
Mary: moment that I can think of is when I had a family actually that had like two or three adopted children that were under Medicaid, and then they had a couple biological children that were like ppo.
And so, um, parents told me that they would always have to take the Dental Cal or the Medi-Cal kids somewhere else because there wasn't like a quality dental office that took everybody that was a specialist. And so at that time I was like, well, I don't want you to have to split up or like, feel like you're not getting that quality care.
And, and that's the comments that we get is like, Oh, I've, I've never seen a Medicaid office look like this or provide this level of care. So I think there's a stigma with like Medicaid offices. Mm-hmm. Is that they're a rundown, or the technology's not there, or you're not getting the quality of care that you would get.
But I think that we've changed that. You know, we're like, you know, no matter who you are, you're still gonna get the same level of quality. No matter if you're a Dcal patient or you're a cash patient, you're gonna get the same level of quality. There's no difference in. Service or procedure or products or materials that you get recommended, um, because of your payer status.
And so I think knowing that you can serve everyone, um, and like I said, that one family was that one moment where I was like, oh man, I didn't realize that, you know, you had to kind of split up your family just because there wasn't one place that you could go that you were comfortable with.
Michael: Mm-hmm. That's true.
And I'm sure it means a lot for the child too, you know what I mean? And when looking back, maybe not in that moment, but like looking back, they're gonna, you know what I mean? Think about it and say, oh, we always had to go to like another practice that like real, they heard us, they did all this. Right. And my brother and sister, they went to the nice one, right?
And things like that. And I wanted to go, but looking back, they'll, they'll realize that. But So then when it came to the Medi-Cal, do you feel like sometimes people, or Dentca, do you think sometimes people. Like, you know what Mary? Like, I, I wanna accept it. I do accept it in Medicare, but I just, I either have to see a ton of patience in order to make something and pay my team, and then I don't even have time to get, you know what I mean?
What's the latest technology? Let's do an admin day. Let's figure things out. Let's make our mission, you know what I mean? Or is it the. Kind of the other way where it's like, Hey look, I don't wanna do that because I'm not gonna have the time for and the money to do what I wanna do with my practice.
Mary: Right.
I think everyone's goals are different. Right. like we talked about before, some doctors just like to sit and chat with their patients and for quite some time. I'm the type that delegates very well. So what I mean by that is, is my assistants are trained to do a lot of the anticipatory guidance in nutritional counseling.
The oral hygiene instructions. Um, they spend 95% of the time with the patient. And so I'm just going in to diagnose, verify, and make treatment recommendations. So I allow my team to. Really develop that bond with the patient and be the main educator because they can tell them exactly the same thing that I tell them and it doesn't make a difference if it comes from me or from the assistant.
And I feel like doing it that way empowers them too. Um, because I've hired some assistants who have worked for 10, 15 years, but they've never passed an instrument to the. Because they said that the doctor likes everything on their tray. Kind of like in dental school, we are the only, like, we are our own assistant, so you're used to working a certain way.
And so I've had assistants that only hold the suction for doctor, and they've done that for 10 years. But when it comes to pre-op, post-op instructions, You know, getting everything ready, you know, informing the patient of all of these things. They've never done that because the doctor does all of that.
So, you know, I think for us, we, the quality of the care that you're providing, but also the patient experience is very important. And so do I feel like the patient experience with my dental assistant doing a lot of the talking, communicating education, Am I still able to provide that with the same level of care as if I were to do it myself?
And I do. You know, and I think that we, we have, we call like a Lollipop Dental Training Academy, where we actually go through training for every single person. And like their first week they're, it's customer service training. So they're learning how to talk, what type of energy they're gonna bring, and then they're learning all the verbiage when they come.
Michael: Break that down to me. How does the Lollipop Dental Academy work? So the first week is customer service, and then every day you like, welcome, come on to the team. And how does it.
Mary: Yeah, so after they do onboarding, the first week is, like I said, customer service training. It could be anything from learning all the education.
There's a lot of role playing, so I'll just use a baby exam as an example. Like if you have a child and you bring the baby in for the first visit, there's a series of questions and recommendations. That are asked such as, does your child have any habits? What type of water are you drinking? And then depending on what the parent says, we make a recommendation on that.
So we do a lot of role playing. So that way every assistant is trained on not only the guidelines, but also what to recommend and even how to respond if a patient says I wouldn't say the wrong thing, but let's just say if it's a, it's a bad habit. how to say that in a way that's not judgmental, you know?
So like, Kind of like when you go to the dentist, right? And they say, are you flossing? And they just say, yeah, but they're not really flossing like they're supposed to, but they know that if they say no, there's gonna be a lecture. Mm-hmm. So there's never a lecture, there's never any judgment zone. Um, the way that we teach our team is, you know, treat them as if they're your bestie, bringing you their baby and you just wanna help them, right?
So. Mm-hmm. Um, so yeah, customer service training, week two, we go into, I think certifications, um, expectations on quality. Hmm. So a lot of, you know, not every dental assistant, um, Corona Polish is the same, you know, some of them don't do it as thoroughly. So we do have like clinical excellence, expectations and it's graded, so then they'll get graded on the quality of each thing.
And then I think each week they just progress in clinical skill. And then there are expectations of customer service each week as well. Meaning, did you get a Yelp review? Like week two? You should have two. Week three, you should have three Week four, you should have four that week. So they have those expectations.
Two.
Michael: Wow. Has it ever happened where it's like, Hey, it's week four. I I, I didn't get a Yelp four. You know what I mean? Like, are they just asking or how are they getting these?
Mary: Yeah, they're just asking, you know, like there's ways that we ask and um, And their lead or their trainer will help them, because sometimes people are shy.
But, but then you have to get them into that habit of, okay, this is the expectation that you have is you have to get four, but if you got one week one, then you know how to do it. Now you just gotta keep doing it. Um, so yeah, they ask.
Michael: Gotcha. Uh, you mentioned that you have a way to ask how.
Mary: I don't wanna tell you all my secrets, but,
Michael: but we get it.
You got, you got you, got you. Okay. No worries. Okay. That's interesting though. So then how long is that? When is the training process done?
Mary: Normally it's week seven or week eight. All of the basics have been taught. then it's just repetition, right? Like if you're practicing, uh, space maintainers, then you.
Have a certain level, um, before you get that signed off. And then once you, once clinically, you, the trainer feels like you are competent. It's like a competency in dental school. Like you keep doing it until you pass. Mm-hmm. And then once they. Are competent and our leadership team feels like they're ready for the next step.
And then they're, you know, we kind of see where each team member is and what, how they think they can contribute past just clinical skill. And everyone's different. You know, some people wanna train, some people wanna lead the team. Some people like KPIs and metrics. You know, um, everyone's a little bit different.
Michael: Nice. So then has anybody. Not like, maybe like week four you're just like, all right. You know, taking, taking you out, you know what I mean? Kind of thing. Oh
Mary: yeah. I mean, there's a certain level of expectation. You know, some people interview very well, but then are really shy mm-hmm. On the floor. Um, and if they don't kind of break out of their shell and meet the expectation, then we do have those conversations.
Mm. Like maybe you're not meant to work with kids, you know, even though you think you are because of x, Y. Mm-hmm.
Michael: Does that normally go good, those conversations?
Mary: Um, I always say we never let someone go as a surprise, you know, so we do, um, you know, verbal conversations, um, written warnings, uh, everything. So we, we set expectations, um, to make sure that they understand what the benchmarks are and, you know, and I.
If they meet our core values. And, and I think that's the main thing. If you meet our core values, but it takes you a little bit longer to get where we want you to be, but we can see that there's progression, then that's more important. And, and maybe not, this role's not for you. Maybe we need to make a lateral move and put you in another department because you're struggling with this.
Mm-hmm. You know? So, um, so I think. You know, we, we follow traction with like our, our, um, meeting cadence and systems and we do what they call the people analyzer, where if we don't have clarity on whether or not we should keep someone, we just put it across our core values and see if, okay, are you kind, are you dedicated?
Do you have a growth mindset? Do you show leadership quality? Um, are you, you know, team player? And then if they do seem like they have all of our core values, then we say, okay, maybe they're just struggling with this. Maybe they'll do better in billing, or maybe they'll do better in this role, um, because we do feel like they fit our culture, but they're just a slower learner.
Or maybe they're not that detailed in this, but they're super customer service oriented. So maybe we can put them in a people operations role or so.
Michael: Gotcha. Okay. That's interesting. And so when that happens, let's just say for example, you're, they don't meet one or two core values, but you're kind of dry on that role.
You know what I mean? Like where you're, or has that ever happen? I know that's happening a lot to a lot of us out here right now where we're struggling looking for team members. Right. Um, but it comes to you where you're like, okay, we need this. They're not the best fit, but we can do for now, does, do you do that or.
Mary: So if someone's a straight no. So we do it like a plus, plus minus, and then a minus. Mm-hmm. So if they're like, let's just, I'll just use proactive, right? So if they're like kind of proactive sometimes, but then sometimes they're not, they'll get a plus minus, and that means we can work on it. But if they're our, one of our core values is dedication, and they're like, no, because they're late every single day and they call out.
Then we say, okay, this needs to change right away. And if they're late for the next, 30 to 90 days I think is what they do if they're late one time in the next 90 days. And that could be grounds for immediate termination. So we, we really do stick to the core values when it comes to. If you're not dedicated, you're not dedicated because you call out or you come in late every day.
That's disrespectful to everybody that comes on time, and it's showing that we as a company tolerate that and it goes against who we are. So we have let very good skilled people go. Due to not fitting our core values. And it, and it always ends up being that the team appreciates that. Mm-hmm. They're like, oh, they were late every day.
Like, why should I come on time every day if they're allowing that? So we do, um, we do do the people analyzer and like I said, it does give you clarity on whether or not someone fits who we.
Michael: Gotcha. Okay. That's interesting. Now, you also mentioned that once you open the first practice second, right, you systematized.
Mm-hmm. I know a lot of the times we think when we open a practice, number one, we're like, got it. I know the blueprint. I can do the same thing for the second one. Is that true?
Mary: No. You always have to pivot and change. Because they're, you know, like, I'll use one perfect example. When you have one location, everyone, you can probably verify all your own insurance, right?
You don't really need help, you're not that busy. Mm-hmm. Or you've come up with the way that works. But then as you well in that one location, if as you grow, it's gonna put a lot of stress on your team. what we do is we say, okay guys, what is it we could automate and what is it that that's causing you a lot of stress right now that we can help?
And from there we come up with a solution to help with that. But I think as you're growing more locations, um, it's not gonna be the same, you know, like you have more team members, you need more managers, um, you centralize a lot of your services. You know, because you don't need a biller for each office.
Now you can have a bill. For four offices, you know, for me it's kind of fun building out different parts of our organization. Um, but you know, there's so many things that change that I couldn't even put my finger on one thing. But I think the main thing is, people, you know, like the larger that your organization.
You know, you're and I, and this example I love to use is like, when it's just you and five people, your influence is really strong. You see them every day. You work with them every day. It's like a wifi signal, right? Like you're there and they like, you're really in tune. But as you grow, your wifi signal gets weaker and weaker.
So then you need people. In place that's gonna keep that signal strong. And so they say one person can effectively manage up to five to seven people. And I do believe that like once you get to like 10, 12, 13 people, then you're not as effective in leading those people. But, but yeah, there's, there's so many things that change.
It's hard to just say one thing, but I think just keeping up with what your needs are and knowing that you need leadership in place to make sure that. Each of the team members still feel loved and cared for and, and engaged. And it doesn't necessarily have to be you, the doctor, it could just be whoever it is that their manager mm-hmm.
Um, is.
Michael: Yeah, I like that. It's, it's true. The wifi, you know what I mean? Didn't they say it's like, um, you can test it out with like a pizza party or something like that, like get a pizza and then however much, you know what I mean? If you're like, I need to order two pizzas, and that means you have too many people on your team or so.
Yeah. In the room. Yeah, something like that. But, uh, that's awesome. I really appreciate that, um, analogy and at the same time, I know it's kind of, um, difficult for a lot of people to try to systematize right. When it comes to this. So how did you come up with it? Did you seek help? I know you said you read traction, things like that, but like how did you nail.
Mary: So I think the one thing that really helped me the most was joining a mastermind of people who were very like-minded or better than me, right? Or like better meaning, um, have grown their organization a lot larger. And we're still sane. Mm-hmm. They didn't feel like, crazy yet. So, um, so yeah, surrounding yourself with the people that have that same mindset and that are, that have achieved more than you is so inspiring.
You know, you know how they say you never wanna be the smartest person in the, cuz then you're in the wrong room. Right. So I love to surround myself with really growth, like growth mindset. Uh, people who really challenge me, um, to be better. And so, and, and I joined, um, The D E o I think maybe like few years ago.
It's a mastermind group for dental organizations that are starting off. Um, and then I've joined other groups as well. Uh, and I think everyone's tea is different, right? They just mm-hmm. Some people, um, like different groups. But I would say anything that challenges you, that makes you grow is something that, that is priceless,
Michael: Yeah, I like that. Okay. And then right now with your practices e even if you could recall with like year one or your first practice, what were you doing for marketing and advertising and what'd you stick with throughout this whole time? Um, so
Mary: as far as marketing, we, um, we did a lot of just grassroots, you know, so we would go out in the community, set up tables, um, we would visit pediatricians.
I mean, we would. To events where our patient avatar would be. Mm-hmm. Which is anywhere with children. Right. Or moms. And, and we still do that. I mean, we do a lot of preschool presentations. We do a lot of health fairs where moms are. and then, you know, as far as like, spend on online marketing, we don't really do any of that.
Most of it is just, I think, um, You know, asking for reviews and more grassroots. And we do a lot of, um, like internal promotions for our current patients. Um, but you know, to be honest, we don't spend a lot on actual, like marketing. Mm-hmm.
Michael: No, I think that's, that's brilliant. Like the ground marketing, the grassroots marketing.
when you went to these events, Well, two questions. How did you get inside of like the, the preschools and things like that? Like what would you say? But the second thing is like, did you have an incentive that you would offer them for them to sign up or,
Mary: or. No, we just called and asked. I mean, I think there's a power in asking, you know, like I said, asking for reviews, asking for like, Hey, can we come to your school and do a preschool presentation?
We'd give them little goodies like, like, you know, postcards and toothbrush and some branded stuff. Um, but you know, most of it was just being bold. Putting yourself out there. You know, like when we go to now, we have tools, two full-time marketing people, which we didn't have before. Marketing department when I first opened was me, but which I still go sometimes, but they have more, they, they have a lot more energy than I do now.
Mm-hmm. But, um, but yeah, so as we've grown, you know, we have one, um, social media person who goes, gets content and posts everything, and, and then we have one person who does just pr. Um, community events and like website. So, as we've grown, we just wanted someone just strictly focused on social media, engaging with the families, doing contests, um, and yeah, it's been good.
Michael: It's been good. Cool, cool. So then you don't, like when it comes to the health fairs, right, you don't really give out any, I guess, incentives or anything like that for people to.
Mary: Oh yeah. So we do put them in a drawing. I think. Like if you book an appointment on the spot at the event, um, I think your name goes into a drawing for like a basket full of like dental stuff.
I think like a toothbrush and all of that. But um, and I think we have like one of those wheels mm-hmm. That you spin that gives away. So we do like little fun things like that, but, um, but we don't have, I don't think like a coupon or, or anything. Yeah. It's just more, um, our biggest goal is to book the appointment.
Mm-hmm. So then when we have our marketing team out there, you know, their key performance indicator is how many appointments did you book? Mm-hmm. You know, and that's how we know
Michael: how they do. And they normally show up or is it like a no show or like what's the percentage? Um,
Mary: I think they come, I mean, I don't know exactly the metrics, but I mean, I don't think that there has been an issue with the no-shows.
I mean, our cancellation rate is pretty low cuz we do like a pretty good job of making sure we have a confirmed schedule. Of course people get sick, you know, and kids get sick in, in that just happens. But, um, but this is part of like your systems, right? And processes, like how firm is your confirmation? schedule D being done, right.
And then if a few days before you have all these holes in the schedule, how are you gonna fill it, you know? Mm-hmm. So we have people in place that really make sure that we have, a productive schedule, like different avenues. Gotcha. Okay.
Michael: Interesting. So then if you could, from the moment, let's talk about from the moment you decided to open your startup Right.
Till today. Right. What's been some of your biggest struggles or pitfalls?
Mary: I wouldn't really call them struggles cause I look at every, like, I feel like I am super growth mindset where I really don't stay down wi on something that bothers me because, I think being an entrepreneur, you know, things are gonna happen. Maybe the first time, like, so I'll use this as an example.
The first time I had to let someone go, I couldn't sleep the night before at all. Mm-hmm. Like I was nervous, I was like crying. I wrote this long letter about how much I love this person and how I'm just so heartbroken. And then I remember when I let her go, I said, oh, you know, I'm so sorry. I have to let you go.
And she was just like, okay. And she walked out the door. And I was, I was heartbroken that she wasn't as emotional as I was. I spent way too much time over this breakup. Then she did. Right. So going back to that and thinking of like where I am today, I've realized that in order to be successful, you have to just.
That things are not always gonna go as planned, and that it's gonna be like a rollercoaster. No matter you're in business for five years or 25 years, there's always gonna be things that happen that are not going to be the way that you anticipated, but it's, that shouldn't predict. where you go, right?
Like, that should just be a part of the journey. Say, okay, this is, there's gonna be something that happens. Like everything is smooth sailing right now, but I know in the next three months it could be completely different. How am I as a leader of my organization gonna respond to any of these, obstacles that come along the way?
And so I never dwell on anything, like if somebody leaves or if something happens, I always say, well, nobody died. Right. Knock on wood. Yeah. Okay. How are we gonna fix this moving forward so that we don't make the same mistake again? What, like how do we drop the ball on this patient that they're not happy with us?
How do we put that into our system so that way we make sure that we. got that eye or crossed that T and so we problem solve quickly and then move on. You know, we don't really dwell on anything becau um, anything that happened in the past, because the more time you spend doing that, the more you kind of just bring yourself down and you're not able to focus on your future.
And then there's so many people that rely on you to be in that right mindset, you know, like, yeah.
Michael: I like that. Okay. Problem solve quickly, right? Yes. And that's, I think, uh, I know for me sometimes, um, same thing like where you're like, oh my God, you dwell and dwell and then you're, you know what I mean? But you grew out of it, you know, so that's great.
Oh, yeah. Fast. Yeah. No, that's fantastic. When it comes to you feeling personally burnt out How do you cope with that
Mary: de. there's this one exercise that I do at least quarterly. I try to do it monthly, but it's really simple and it helps keep me in a right mindset. But basically I write down everything I do from morning until night, like generally speaking.
So like pack my kids lunch, check my email, check my slack. Uh, check in with people and my leadership team. And then I, I go through this whole list and I'm like, what is it that I don't like to do on this list? Like, what is it that I could delegate? So then, you know, for example, I wrote, right now what's on my list is interviewing doctors because I love, I loved doing it, but now I get so many resumes, it's like very time consuming.
But I know that, I mean, it's not something that I don't like to do, don't get me wrong, but It's not my favorite thing. It's kind of like a, you know. Yeah. Okay. And so then I put on here the name of the person who I'm gonna delegate that to, and then I start making sure that I have another doctor on my team sit with me on the interview, start training for that position, so then I could take that off my plate.
So, I do get asked that a a lot like, oh, Mary, how do you do all of this? You know, like, you're a mom, you open practices, you do a mastermind group. So as a hobby, I do a mastermind group too at night, a couple a week, just to help other women who are having a hard time with, um, practice ownership.
Right. But then I, it's because I delegate a lot, you know? Mm-hmm. Like I have a few personal assistants. I have a lot of leadership team that helps run the operations of the business to where I really don't have to be here. you know, I could go for a few weeks and everything be fine, and it'll probably be even better than what I'm here because I have a lot to say and I take a lot of their time.
But when I'm here is when the business is, you know, you know that people are happy and they're doing what, doing their job, what they're supposed to do, and your business is doing well. So it allows me to focus on the things that I really like to do because if you don't like doing something, you, you're taking away from things.
Things that you could be doing that ultimately are probably, more beneficial to not only like your company, but to your family, right? Because you're doing things that really, that you really enjoy. And so that's how I do it. I delegate very well and I have a weekly focus and the focus is always who I need to hire that week to help me with something that I need to delegate off my.
Michael: So are you always hiring?
Mary: Um, right now it's a nanny Uhhuh. No. Cause it could change, right? Not the nanny and I, I actually just filled the other position. Another assistant, like personal assistant? Yeah.
Michael: Yeah. Wow. Okay. So then it's interesting you say that you have a mastermind, right? You have an organization, multiple practices, right?
Teams, all that stuff you have to deal with. what was the other thing you said? So
Mary: I, oh, I'm a mom. You know,
Michael: you're a mom. I'm my husband. Ok. You, you, your husband's another, he's listening to this. He is like, yeah, yeah. No, but, uh, so you do it a lot. I mean, do you ever, I guess, and I know you do, I mean a lot of us do, but have that like dad guilt or mom guilt kind of thing, and then, or do you not?
Mary: I think I used to. But I think that every per parent, right, whether they're mom or dad, has a different level of time and attention with their children that works for them. You know? So I have friends that spend, that are stay-at-home moms, and they spend their entire day with their children. And they love it.
And then I have some that spend all the days with their kids and they're screaming at them all day and they're like, it's so stressful. I don't know why I'm doing this. I need to go back to work. And so for me, my kids come home from after school care or sports or whatever it is, at 5:00 PM and so 5 36 sometimes, and I only have like two or three hours with them a day.
But during that two or three hours, it's like quality time. Hmm. You know, so, My take on that is, is the time that you spend with your kids, that's quality time, that's good for them and good for you. means that you have that nice balance, you know? But if you say, oh, well this person is spending like from 3:00 PM to 8:00 PM and you know, on social media, they're going to all the games and they're, Doing all this stuff, you compare yourself to other people, then you're never gonna feel like you're enough.
I mean, there's always gonna be someone who's, more, has more practices, who's, more attractive or who is better than you, right? Or like that you feel like, um, you wanna be like, but if you compare yourself to other people, you're always gonna feel like you are not doing enough. So I just try to say, Hey, you know, Everybody has their level of work that works for them.
And for the normal person, probably how much I work is gonna be way too much, you know? But for me, I love it and I think it keeps, like, I've always worked like I do since I was a little girl. And I, and I love what I do, so I don't feel like it's work. I really enjoy it. But when it comes to being a mom, if I were to spend morning to night with my kids, I really think that I would go crazy.
You know I do. Yeah. Yeah. Like when my husband's not home and I'm with them for the weekend by myself, I'm like, this is not fair. You're working and I'm at home with
Michael: these, these kids. No, I get you.
Mary: Yeah. So I think it's just different. You can't compare.
Michael: No. Yeah. Okay. I, I love that. I love that. I feel like sometimes we get boggled down into, like what you said, that comparison mode where you're looking on social media, you start comparing and you're like, huh, I should, but then in reality, you're like, if I do it more than three hours, It's not gonna be quality time with 'em, you know?
It's just gonna be, they're gonna be like, what
Mary: are you doing? Get down.
Michael: You're just watching them watch YouTube the whole time, and you're like, all right, yeah, just watch YouTube right now, you know, kind of thing. Awesome, Mary, I appreciate that. If anybody had any questions or concerns or anything like that, where can they reach out to you?
Mary: Um, you can find me instagram@drmaryfam.com or dr mary fam.com, Dr. Mary fam. That's, that's where I met you, Michael, or my email, dr mary lollipop dental.com. Happy to help
Michael: awesome. So guys, that's all gonna be in the show notes below, so definitely reach out to Mary and Mary.
Thank you for being with us. It was a pleasure, and we'll hear from you soon. Of course.
Mary: All right, thank you.
Minal Sampat and I have a weekly newsletter called Weekly Hacks. It's for pediatric dentists and pediatric practice owners only, and we share one effective growth hack every week to achieve big wins. no fluff, no spam, just your weekly dose of what you need to grow. Subscribe here to get this week's hack in your inbox! https://mailchi.mp/9d2a4644fd31/the-pediatric-dental-marketing-newsletter
On this week's Monday Morning Marketing episode, I'm putting the focus on how to excel at a your ground marketing events as a pediatric dentist! I'm running through several tips, including spacing out your freebie materials, greeting everyone who walks by, adding fun to your booth with balloons, and providing an easy signup sheet or iPad for signups. The most important thing to remember when setting up a booth at a local event is that YOU are the most important aspect of your booth. The fact that you are present at the event, showing your face, and representing your brand is everything. I even dive into some strategies around how to market to other booths, break out of your shell, and so much more.
To hear about these tips in action and learn how to conquer your next ground marketing event, listen in to this week's episode!
Mentions and Links:
Ground Marketing Events Script
The Pediatric Dental Marketing Course Enrollment
Target
Walmart
Dr. Cassandre Joseph - Odyssey Dental of Summerfield
iPad
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, what's up guys? So as pediatric dental, uh, practices, I know a lot of the times you guys are out in event. Doing presentations, lunch and learns, maybe talking to the kids, at the health fairs, right? You're just at, at an events. Um, and if you're in, in the pediatric dental marketing course, then you're in the ground marketing section and you're getting a lot of yeses to set up your booth at events, right?
Or the businesses and which is fantastic. So in this episode, I wanna talk to you about how to perform your best at in-person ground marketing event. Okay, getting your foot in the door is just the first step, right? Once you got in there, you, they said, yeah, you know, you can come on in, come on by.
Maybe you went to an apartment complex. In the apartment complex. By the way, if you don't know this, a lot of apartment complexes do events for their residents. at the same time, they do like specific children's things for the residents there. It's really, really great for the parents, uh, who are residents there.
And then they, bring their kid, the parents coming on and. You got the yes. Now you need to know how to perform your best at an in-person ground marketing event so that you can capture more leads and convert more people into loyal patients. So that's what we're gonna be talking about in this episode.
Now, performing your best at in-person ground marketing events is the key to gaining your prospect's trust. If you don't make an excellent first impression, chances are probably not gonna want to do business with you. They probably just want that free stuff that you're having at the booth, right? In order to put your best foot forward at an in-person ground marketing event, you need to know how to strategically set up your booth, how to act, and what to say, how to speak.
Now I'm gonna break these steps down for you, okay? Starting with setting up your booth strategically now. A big mistake that I see most people make is setting up their booth with all their freebies and goodies in a grab bag. people can just walk right up to their booth, say, Hey, how come you gonna take one of these by and leave with no trace?
Right? What happened to that bag? That's not what I want you to do. In that situation, your potential. Just grabbed a goodie bag and left without leaving any way for you to contact them. So when it comes to setting up your booth strategically, the name of the game is not convenience. Instead, you want people to stop by your booth.
Shop around, spend more time at your booth. You can do this by simply deconstructing your hygiene kit or whatever it is you're giving away in your giddy. And place each item that you would like to give away side by side. So, uh, you can say, here's a baggie, here's some toothbrushes, here's some floss, here's some toothpaste, maybe some stickers, flyers, um, maybe a balloon if they want a balloon, right?
Boom. Like that. Now, once they do that, once you have the booth just like that, They're gonna be shopping around a little bit, right? This will give you maximum time to talk to them about your offers, services, and your practices. Hey, the business and I, it's the apartment complex. The apartment complex, or the residents or whoever, right?
If you're at a daycare, the daycare and I decided to partner up this month and we're giving you, boom. An incentive, right? It can be, Hey, we're giving you a free first exam. We're giving your child a free whatever, right? Or we're, you're not doing anything for free, right? You can just say, Hey, we're doing a new patient exam This.
Or free office tour, however you wanna do it, right? Whatever incentive you wanna offer, that's what you want to mention. Now, remember, once they show up, you're like, hi, grab whatever you want, it's free. Just grab a little baggy, put one of each and that's it. Then they're like, oh, okay. Right? They grab their baggy and they start putting their toothbrush loss.
They might ask you, oh, what kind of toothpaste is blah, blah, right? Or create conversation with you. You'll create conversation with them. That's your time to speak. Build rapport, be super friendly, but build rapport and at the same time, that's when you can offer your incentive. Seeing all of your freebies laid out in this way also peaks the person's curiosity with so much in front of them.
They're gonna want to take some time to take in that situation. Once they're stopped at your booth, you can let them know that everything they see is free. Tell them. If they like to, they can grab a bag and shop around for whatever they like. Right? As they're shopping around, that's what you'll want to converse with them and let them know about your offers and promotions.
The only thing you wanna put in the baggie from the start is your business card. So make sure each baggie has a business card in there. Right. Or maybe a flyer or something right in there. and that's basically it. Yeah. Tell them that, you know, they like, you can grab whatever you wanna have in there Like I said, have the business card from the start and allow them to shop around just in case they don't pick up a business card at the very and or something like that.
If you don't want them to grab five toothbrushes at once, cuz this can happen. You need to set the boundary straight from the get-go. Tell them, feel free to grab a bag and grab one of each item. It's as simple as that. Now here's like an asterisk quick. You will get someone who says, oh, can I get one from my other child?
They don't. They're not here. They're sick or whatever, up to you. But if it's just one other person, I'm like, yeah, sure, go ahead. Of course, of course. Yeah. You can grab another thing, especially if they signed up. Of course you can grab whatever you want. Now they're like, oh, can I also grab another one for my four other children or whatever?
No, you're not Target, you're not Walmart, right? You can say, Ooh, you. We need to have enough for everyone. But if you'd like, when you come to visit us, we're more than happy to give them their toothbrush that they need. And then they're gonna be cool with that. Right? They're not gonna be like, what?
Oh my gosh, no. I don't care about anybody else. Just gimme my stuff. No, they're gonna be cool with that. So that's what you wanna do, right? Maximum just give out two. to a family if, especially if the two kids are there. But if they're not just two. And then that's. So that's how you wanna strategically set up your booth, right?
Nothing fancy. You don't have to have like a spin the wheel. Do all these things that you've been seeing a lot of people on social media. No, because the more important person is gonna be you, right? The person at the booth. Um, it doesn't matter what you have going on, if you're just there behind the booth, just like, and it's, none of that's gonna matter.
So basically you wanna have a table, maybe a tablecloth, so it won't look tacky. Uh, tablecloth can have your, your branding on it, right? Um, your logo and. Have a deconstructed hygiene kit and then your information, and then have a pen and paper, a signup sheet. or if you want, you can have an iPad where they can actually physically put their appointment time in the practice management software, whichever one of those two you want to do, and then sign people up, right?
But that's how you want strategically your thing, to have nothing in baggies where they can grab it and go, everything's laid out. Now that you know how to set up your booth strategically, it's time to know how to act, speak, and perform at an in-person ground marketing events so that you can capture more leads and grow your practice.
So first and foremost, it's crucial that you greet and say hi to everyone who passes by your booth. Everyone, guys, even if they aren't stopping, say hi to everyone. This will create as much opportunity for you and your. It's also a great opportunity for you to lower your, what I call shy shield. Now, no matter how extroverted or introverted you are performing at these events can feel a little unnatural to you in the beginning, but getting in the habit of greeting everyone who walks by your booth will help you slowly lower your shy shield, getting you more in the groove of communication and networking confide.
Once you say hi, like, Hey, how's it going? And your prospect stops by your booth, you can proceed to tell them that they can grab one of each item for free. Then if you're ground marketing outta business, you can even tell them that your dental practice and be sure to say the name of your practice, right?
As partnered up with the business, this daycare, to give their customers an incentive, right? Or to give you parents an incentive. Of course, you need to make sure that the incentive you're offering is enticing enough for your prospects. So if you're ground marketing at a daycare, you could offer them something specific, right?
Uh, for them. Make sure it's, very, very enticive uh, the incentive. what you can do is simply just make a poll on Instagram and your Facebook, right? And say like, what would you guys prefer, this or that, right? And then continue with. Offering that right? Or it can be a new patient exam. After sharing the incentive, the prospect will either show interest or say no thank you.
If they show interest, You'll want them to leave their contact information on your sign of sheet, but if they say No, don't worry. It happens, but feel free to tell them. No worries. Do you have any friends or family who could benefit from this if they say, Ask them for their family members or friend's name.
It's not unnatural guys. I know. You're like, I'm gonna ask them for their friend. Nope. Nope. It's not natural. This works so much when they're like, oh no, I already got a dentist. Thank you so much. Do you have any friends or families that would like to benefit from this new patient exam? You know what? Yeah.
My neighbor does. Uh, kid was playing with them the other day and he like busted his tooth, man. And, um, I know they were looking for a dentist. I, I'll give them your information, right. Or I'll take some of your information and give it to them. It's just like that, right? Um, so make sure you ask that question.
If they say no, if they're like, no, I'm, I'm okay. Right? If they happen to say no to both, if they're like no to the. I don't want any of the, the incentive you're offering and no, I don't have anybody that can benefit from Go in the show notes below and we have a script to help you navigate through that conversation.
All you need to do is enter your email address in that little thing and that the email address is just for us to know who to send it to, to be honest with you. So we have a script in case you get on those. I got your back. Don't worry about it. But that's basically how you're gonna perform. And I say perform at an.
Because sometimes, like I said, we're just not feeling it that day, but when you get to that event, you better turn it on. You have to turn it on for those three, four hour after that. Man, you cannot say a word to anybody and I don't care. But when you're at that event, pre-game it, drink some coffee, drink, whatever.
If you're at the booth, have that energy. Turn it. Hi, how's it going? It's free if you want any of it. Hi, how's it going? It's free. Even if you are at a gym, let's just say LA Fitness or a gym, and these gyms, believe it or not, uh, you get a lot of patients there because there's daycares in there, right? So parents are dropping off their kid near the daycare section.
You can set up near the daycare section and then just, Hey, how's it going? It's free. Do you want any B, when you come, when you're done with your workout, feel free to grab whatever you want, right? And blah, blah, blah. And even if they're wearing their headphones while they're walking in, still say, hi, how you doing with everyone?
Right? I can't tell you how many times it's happened to me long, long time ago when I first started. I mean, there'd be some good days where I'm like, Hey, how's it going? Hey, how's it going? And then there'd be some days where they'd be walking by and I'm like, uh, you know, I'll say hi to the next person.
You know, I'll say, and if I start off that way, it's not gonna end good. So immediately, even if I'm still setting up that. I'll be like, Hey, how's it going? Yeah, it's free. Well, I'm gonna put some stuff out right now. It's free. If you want any of it, um, feel free to grab whatever you want. They'll wait.
They'll wait and see what you got going on. But you wanna have that tone of voice, that personality. You wanna turn it on every single time you are at these events, we're doing a presentation or setting up a booth, right? even so, if you have two people there. One person's behind the booth, they gotta be doing the same thing.
And you can be out in the front saying, Hey, how's it going? Hey, you can be going to other, vendors doors and, and businesses who have booths and talking to them. And with your signup you'd be like, Hey, how's it going guys? Can I have some of your information? Oh my God, this is so cool. Can we put some of your information in our dental practice?
You know, where the pediatric practice right down the street from you guys and you know, actually if you guys have any children that need patients, we're actually offering this. But we can give you, cuz you're part of a, a community and the business, a specific incentive. Just put your name and number down and then what?
And boom. You know what I mean? There's one person attacking the vendors. There's another person at the booth saying, Hey, hi to everyone. You're doing fantastic at this health. So that's what you gotta do. You gotta turn it on for that time when it comes to setting up, and performing at these booths. Now, when it comes to performing your best at these in-person ground marketing events, a lot of it comes down to common sense, tone of voice and a smile.
Remember, be present and engage with those who are around. Be present, guys, don't be on your phone. Um, a lot of the people in the pediatric dental marketing course, when they're going to ground marketing events, I tell them, Hey guys, if you can, if it's possible, stand up as much as you can. Sitting down is great, but it's gonna promote, like, to me at least, I'm, I'm a lazy guy, so like, sometimes I'm like, I gotta stand up for, I gotta stand up, you know?
But if I'm already up, man, I'm active. I'm going, I'm going. Right? So I tell people the same. Just stand up. Don't be on your phone. If you're gonna be on your phone. It's for like a Facebook Live, Instagram live, taking pictures of the event, people doing things right, stuff that can help your social media.
But um, other than that, don't be, you know, on the phone talk and texting, you're gonna see other people like that. The best thing you can have at that booth is you okay the. Thing, person, whatever you can have at that booth is you remember that? Nobody's you. So you're bringing that personality, that brand to that event.
Thank you. Thank you for being here and making this event even more special. That's what the event's saying to you, right? So being the in-person, ground marketer at these events means you need to entice and invite these prospects, be personable, approachable, and friendly. Even if you get a.
Everyone who walks by is an opportunity, whether they sign up for your incentive or not. So at the end of the day, they're leaving with your freebie and your business card inside of the freebie. You never know when they'll give you a call in the future, but the main thing you want is you want them to sign up.
You are gonna get their name and information down, and you will give them a call later on that day or the next day, early the next day. So that's basically it, guys. That's how you're gonna set up your booth and that's how you're gonna. At these events and much more, much, much more information along with exactly what to have and specific type of, um, things to have at the booth is found in the pediatric dental marketing course.
One quick tip I wanna give you guys, when you're thinking about what to add, like I said, you can have a deconstructed hygiene kit right on your booth. But one thing, this is from Dr. Cassandra Joseph from Odyssey, Dental, balloon. Balloons are fantastic. I can't tell you this has happened sometimes to me too.
I see people with balloons and I'm like, uh, just see a sea of balloons of your balloons with your logo on it. And kids, do they not love balloons? They love balloons. So they're gonna see other kids with balloons and they're gonna be like, I want that balloon. Where? Where can't we go get the balloon?
Oh, mom, I found where the balloons are at. They're right there. Let's go. Right? Have balloons. So if you can just have a deconstructed hygiene kit and some balloon. Trust me, it's gonna be fa you're gonna own that event. You're gonna own that event. So guys, that's gonna do it for this episode. Thank you so much for tuning in.
At the same time, if you want much more information, we're gonna be opening up enrollment to the Pediatric Dental Marketing course pretty soon here. So make sure you go join the wait list or join the email list, be a part of it, and make sure you, you know, you, you're a part of the Pediatric Dental Marketing course because at the same time you get monthly.
Mastermind sessions, office hours. So basically what you're listening to right now, but in real time, and I'm engaging with you, Manal, Sam, pat is engaging with you. We're answering questions, concerns, and all these things, and we also invite other guests and professionals on there as well. So that along with so much more information, go check it out.
I'm gonna put a link to it in the show notes below. So thank you guys so much for tuning in and I'll talk to you in the next episode.
Dr. Chrystle Cu is giving all our listeners 50 FREE Cocofloss Minis! Head on over to our link to claim your 50 free Cocofloss Minis on your first order! https://thedentalmarketer.lpages.co/50free-cocoflossminis/
Guest: Chrystle Cu
Business Name: Cocofloss
Check out Chrystle's Media:
Instagram: https://www.instagram.com/getcocofloss/
Website: https://cocofloss.com/
Website for Dentists: https://cocoflosspro.com/
Email: help@cocofloss.com
Other Mentions and Links:
The Almanack of Naval Ravikant
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Look past just the dentistry you're providing and think about the real values of the patients. Are they searching for more confidence, convenience, or preventing future problems?
- Having a fancy office will only go so far. Developing patient relationships is the real key!
- Adding vibrant colors and a colorful feel to your practice is a great way to stand out from the cold sterile environment.
- As a business owner, it is imperative to delegate tasks. Don't be afraid to give responsibility to team members in your absence.
- Make sure to find your true long term goals and work towards them on a day to day basis. It's easy to get off track and lose sight of these!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Crystal, how's it going? Great, how are you? I'm doing pretty good. Thanks for asking. If you don't mind me asking, tell us a little bit about your past, your present, how'd you get to where you are today?
Chrystle: Sure. So I am, well first I'm a dentist.
Mm-hmm. And I have been a dentist for 15 years and I kind of fell into this industry. Most likely because my mom is a dentist, she's a general dentist as well. Mm-hmm. And I've, I mean, I'm not sure which part of today or or the future you wanna talk about, but. I, uh, had a dental practice in San Mateo.
I kind of built a scratch practice out of my mom's practice, so she kind of helped incubate me out of her one free chair that she had, and I built a practice out of that. And through working as a dentist and doing a lot of my own hygiene for the first few years in practice, I grew super frustrated with.
The state of oral hygiene as it was, and the lack of compliance or motivation um, for my patients. And so then I created coco floss with my sister in 2015. And it's since been very well received among dental professionals and in the dental community and consumers alike. So my goal as a dentist and as an entrepreneur is to help people achieve teeth for life, via small habits um, that they can incorporate easily.
And something, something small, takes a couple minutes out of your day, and it's something delightful. It'll help make you healthier and help you achieve teeth for
Michael: life. Gosh. So why um, well, we're gonna get into the why the cocoa. Bit right now or like part of it, but rewind a little bit. You were, you just decided to do dentistry because more like you saw your mom and you're like, I like that life, or, or why?
Chrystle: You know, It was actually pretty roundabout. That's why I'm always a little hesitant when I share that, you know, it's not, so, it wasn't so simple. Like if A then B it wasn't that. Mm-hmm. My mom's a dentist, so I wanna be a dentist. It wasn't at all like that growing up. I I did spend a lot of time in her practice.
You know, she would pick me up from school and sit me in her office and I would do my homework there. I would fill in for the front desk whenever the front desk was out sick, or if she had jury duty or was on vacation. I was the front desk and I would, Schedule appointments with pencil and paper and would do the patient ledgers and um, the claims.
But those were fun times as a, as a, young adult. And I, uh, also growing up I was a competitive pianist, so my mom being a dentist, many of her friends were dentists and they would say, you know, crystal, you know, with your fast fingers, you should consider dentistry because, those hand skills might come in handy for you in the future.
And so all these like little seeds were planted for me very early on in. And it really wasn't until college I was a chemistry major. I knew I had an inclination towards the health sciences because I have a lot of healthcare professionals in my family. And then I, just tried to explore various things.
I really tried hard not to, funnel straight into dentistry and I explored various things, but I, I met a group of other women who were determined they wanted to be dentists and they were part of a very small pre-dental society at our college, Wellesley. And together we volunteered at elementary schools in the local um, in suburban Boston.
And we taught young children how to brush their teeth and how to care for their teeth. And I had so much fun in this experience that, that that volunteer, those volunteering days alone were what really made me decide that, okay, I wanna be a dentist. So it was the education part of it that really um, got me the education and prevention.
So that, yeah, so it was a little roundabout, but definitely helped that, you know, I was exposed to dentistry very early on throughout my childhood.
Michael: Yeah. But it didn't become like what you wanted to do until you, until you volunteered.
Chrystle: Exactly. Yeah. So it was the volunteering, the community stuff that really got me why.
I care a lot about health personally. I just, just love, how, you know, just a little bit of education and education can be free and how that can really help impact a person's life um, you know, in a small way. But that can add up into, let's say, extra years of your life, for example.
And so I just, I just had so much fun, you know, that instant reward feeling of being able to teach children how to take care of their teeth and understand about oral health. It felt so good to do that and I, I, I continue to live off of that. I thrive on that feeling so. I continued on in dental school.
I was president of our community service organization, and I coordinated everybody's community service while I was there. And so through that I also got to pick and choose the, the coolest community service events. And so, you know, I, I thrived off of that and just really love the outreach work.
I love being able to just get in, help people immediately and just, being able to like, fix someone up in like 20 minutes and then them like, give you a big hug and like tears in their eyes and telling you that you've changed their life, that's the kind of stuff that really gets me going.
So, and as a dentist, I um, do some, like outreach work. I like to travel to the Philippines and I work out of a pediatric clinic in a very rural town um, in behold in the Philippines. So all of this just, it just keeps fueling my fire and makes me continue to be really passionate about oral health and about prevention.
Nice.
Michael: So it's more like the. The feeling of the empathy with the people. Right. Kind of like, oh, like, you know, you feel like you can do something right, and then you're doing it basically. Yeah,
Chrystle: yeah, definitely. And I would say that, you know, as a dentist, my favorite among, among the things I love about dentistry, one of my favorite parts about it is just building these relationships with people and trying to understand them and, understand what, what are their, what drives 'em, what motivates them.
And then I try to help them align. Their goals with better oral health. And it sounds kinda like a little abstract, but I usually can make it, uh, can connect the dots for them because they think they have very like, simple goals with regards to oral health. But when I ask a patient, well, you know, cuz they might say like, oh I just want white teeth or mm-hmm.
I don't wanna have to spend so much on my fillings every year cuz that's what I have to do every year. And then I'll kind of, you. I'll make them take a step back and we'll ask them like, how about teeth for Life? Would that be a good goal for you? If they're always like a little surprised, they're like, whoa, teeth for life.
I never thought about that. Cause like maybe you should, you could have a little control over it with the right with the right habit building and the right intentions early on. We, we, there are things we can't control in life and there are things that we can control and so why not, implement some small changes to your day-to-day that would help you achieve something that shouldn't be so abstract teeth for life. Mm-hmm.
Michael: And so these are like, when you're talking to a patient about that, are those like your new patient exams? Yeah. Okay. How long are those normally
Chrystle: for you? Um, Usually at least an hour, but of course in the beginning my assistants are doing like with a requisite ECRI rays and we usually do an IRO scan and photography.
Mm-hmm. But time with me is usually at least 30 minutes and sometimes it can go longer. but yes, it usually happens, like the, the most impactful conversations tend to happen in the first patient exam because that's the opportunity that you get to really like, dig in and ask about all their prior dental experiences and what brought them to your chair, your practice to begin with.
So that also is my favorite dental appointment, the first new patient exam.
Michael: Yeah, I like that. So in your practice, or I'm, I'm assuming you still have that Salmon Mateo practice, right? Or no?
Chrystle: Uh, so yes, very recently in July I sold my practice to, uh, a wonderful doctor who I I admire and I'm excited about seeing her grow and take the practice to the next level.
Wow. Okay. I'm
Michael: gonna ask you about that right now, but real quick, when it comes to the new patient exam, when you were doing it, a lot of the times I think we think like, the more we can run through, the more efficiency, the more numbers right, better collections and production, things like, In your mind, it doesn't really sound like you're worried about that.
You're kind of more worried about what?
Chrystle: I'm building a connection with the patient and I'm really like establishing, building rapport and I'm trying to understand them. So I am doing my like, clinical assessment and diagnosis in my head. They don't really need to hear that. They don't care. But I'm trying to understand what makes them tick, maybe my patient is. 29 years old and he's striking out on match.com that probably doesn't even exist anymore. I'm dating myself, Ben, like, and he's just, how can he build some confidence in his, in his personal, in, in his whole being, right? And mm-hmm. You know, obviously as dentists we can help with that.
So again, just trying to understand what makes people tick, right? What is it that's driving this person? Is it because they're trying to. And, and it, it doesn't necessarily be related to oral health. Like are they trying to achieve something in terms of like their personal fitness goals? are they trying to get a promotion at work?
Whatever it is. Like, I wanna know what is the, what does this person care about most and how can I align my recommendations with what
Michael: they want? Yeah. So then what questions do you ask for that? Like, it's a complete new person, you're like, Hey, what's up? Or how do you go? Doing that. Is it in the form beforehand and you just look at it or?
Chrystle: So I have, I mean, we've been a little lazy and we never made our own health history form. We just used the one from the ada. Mm-hmm. I like to read between the lines there. Um, and you know, the ADA form, it just has like really basic info, but it includes occupation, which is really telling also like who they're um, in case of emergency person would be, or like their spouse or partner.
And then of course there's the dental history and then the medical history. And then I just, ask questions, beyond what was on the health history form, and I ask them to tell me more, and then I'm not asking yes or no questions. I'm actually saying like, well, tell me about this.
I see here that you've circled that you have tooth sensitivity. Tell me about that. Mm-hmm. So it's not so much like, do you have tooth sensitivity? Yes or no. It's not a binary response. It's tell me about your tooth sensitivity. And then they're gonna tell you a story about like, well, every time I I make ice cream, they're gonna say like, I love to make ice cream.
And every time I try my ice cream, it's sensitive or whatever, where I remember I have a patient who. He does struggle with erosion, for example. But he really, really loves making beer, and that's just something that's so important to him. So for him, the decisions and the decisions we make are around like, well, how can we accommodate your passion for beer?
I'm not gonna tell you to stop drinking beer because that's part of something that, that's something you really care about, but how can we. Build a plan for you that would help you achieve teeth for life while keeping in, your love for making beer.
Michael: Yeah. No, no, no. I a hundred percent. I like that.
How you try to connect it, you know? mm-hmm. Especially like occupational, like, oh, mm-hmm. Why are you doing that? And then they're like, oh, I would love to be doing this instead, and be like, also, you love doing that. Right? And you get right. You dig deeper. Yeah. No, no, no. It's good. It's the conversation and the report that you're building, right?
Like the relationship. I think that's what we kind of have to look into it. But let's fast forward a little bit. You had a practice. Yes. So talk to me about that.
Chrystle: Sure. So first, my mom had a practice that she built from scratch. She had a two operatory practice an immigrant to the United States. So she didn't really have like a network.
Um, English wasn't even her first language, but she built a small practice and in for the entirety of her career, she used one. Out the tube. So that's like, nobody does that anymore. First of all, nobody builds two operatory practices unless maybe like very, very, yeah. Specialized. But two operatory general practice and for the entirety of your career.
The second chair was basically just, it was used as like a place to hang, a let apron or a place to put the patient's purse. We didn't use that chair at. I wanna say like after maybe 15 or so years, my mom switched the chairs so that at least she got a new chair on her side and the other chair, the older chair.
And then when I graduated from dental school in 2008, she didn't have any patience for me. Again, a one chair practice, it's not like a growing thing. And she, she didn't have any patients to give me. So I went and associated with another doctor. In San Francisco and I worked with him, I wanna say like three to four days a week to.
And it really was unglamorous. It wasn't, it wasn't anything that, you know, you would dream of. Mm-hmm. It's just, it was a very simple practice. But that doctor, he built an, amazing loyal patient base and had to give him credit. Like he built, these relationships and these patients were so, you know, they, they would never switch dentists even though, the patients were seeing me all the time.
Instead of him. They were very loyal to him. And so, I, I learned from there that it's not about having a fancy office at all, it's about the relationship that you build with the patient and of course, doing good dentistry. So a couple years after working with him and not feeling like I was the best fit there, because quite frankly, I wasn't him.
He's like this tall guy and he has like a presence and I'm like this little, little Asian 23 year. How old was I then? I was probably 26. And patients would look at me and think I was the assistant. So eventually I started to feel like, all right, I'm getting discouraged here.
Time to go build my own patient base. So I, I thankfully had my mom's empty, dusty chair to work out of really old equipment. It was all built in 1986, but I made it into my own, my own practice and I. Quickly, rose to the top of, you know, Yelp search results for having really strong Yelp.
And again, a surprise because I was a pretty new graduate and it, again, it had nothing to do with like my facilities. Mm-hmm. By no means state of New York, but it was, I, I, I do believe that it was my you know, how much time I spent with my patients and I had time because, I didn't have any patients to start with, so why not?
Spend extra time with the patient. And so I quickly, yeah, just built a practice out of that, just outta one chair. And then soon after that, I, encouraged my mom to take some days off so I could use her chair as well. And in 2018 I had to, well we outgrew our practice a long time prior to this, but in 2018, I, I bought another practice for their space cuz they had four operatories that I could change into five.
And so I built a five operatory practice and we, I moved everyone over there, my mom, myself, and our whole, whole team. And in 2022, I sold my practice to my associate.
Michael: Gotcha. Okay. So I. It came up right, like pretty quick, really
Chrystle: quick. And I, I, I think we would've, we should have moved out of our two operatory space a long time ago.
It's just in our town, San Mateo, there are a lot of limitations around, like zoning restrictions, about how you can build a dental practice. For example, downtown San Mateo, you're not allowed to be on the ground level. They want you. Walk down the street and see like coffee shops and restaurants and like retail spaces, but no medical practices or dental practices that allowed you to be upstairs.
And if you build a new place upstairs, need to have an 88 compliant elevator. These buildings are like a hundred years old. Nobody has room for an 88 compliant elevator. And so it was just hard. Like I looked for a new practice space for years and I kept striking out. and that, and actually this, this problem I had with like physical space and lack of chair time.
I would say was a really key ingredient in my ability to create coco floss because as a dentist, I really should have just been busy doing dentistry. Mm-hmm. And at my growing practice, I should have been doing, I should have been so busy doing the dentistry, but because I didn't have enough chair time I made myself busy making floss.
Michael: Wow. Okay. So then, Were people calling and like, Hey Dr. Ku, I wanna, I wanna schedule an appointment. You're like, six months from now, or something like
Chrystle: that, or, exactly. It was absurd. Mm-hmm. And I had patients like, tell me, I'll never forget I had this one patient um, for his first new patient exam. He told me he had been waiting for months and after his comprehensive exam, at which time, I don't typically do the first prophylaxis or periodontal maintenance.
I just, I do the comprehensive exam and I schedule them for whatever follow-up care they need. Mm-hmm. Basically demanded that I do his cleaning and I was, I was so upset. I was like, but then I also, I mean, I can't help but feel badly. He did wait months to have his appointment with me. And I, I don't know, I I, I dismissed him shortly after that.
I was like, this is obviously not a good fit. I don't feel comfortable. Like the way he, yeah, he basically yelled at me saying I had to do his cleaning, and I, I was really upset about it. I admittedly, I, I believe I was crying as I did his cleaning.
Michael: And so that wasn't, did he see you? Did he see you? Cry when you were, or No, I was in
Chrystle: my 12 o'clock position, so I, I doubt it, but I was really upset about it.
Yeah. And so I, I just missed him. But, it's unfortunate that a new patient like that I, I brought him to that point, right. That I've made him wait so long that he was that upset. A new patient exam. Like I know that some practices will preschedule block out time for new patients just to make sure there's always time for a new patient.
And I think that's a wise. Thing to do if you get really busy. But for me, it wasn't possible. and I also got to the point where for treatment for some people, you know, if they needed a lot of treatment, I would say, uh, can we do this treatment at your six month week care? Which is a long time to wait for treatment.
When I had five operatories, if somebody needed treatment, it's like, let's go do it in the other room right now. Mm-hmm. You know, I would make it happen right now. Whereas, for these, for my, in my two operatory. Somebody needed something, we would have to wait a long time for it. So it just became ridiculous.
And um, but that also made me, kind of obsess over prevention because if I was gonna tell a patient, mm, we're gonna have to do your crown in six months, so what I want you to do in between, in the meantime, and I really need you to floss every day, and this is how I want you to do it. And this is why it's important.
Yeah. And so that's, that's kind of how I became self obsessed with.
Michael: Gotcha. Okay. That's it. So then remind a little bit, you said you had a strong Yelp review, right? That helped you gain the traction. How'd you, if you don't mind me asking, like how'd you build that up? Did you just ask people or.
Chrystle: Yeah, actually I think I did ask people in the beginning and it was a little awkward.
Of course it's a little awkward to ask that question, but I started with just, you know, my patients when I first started, again, it started from no patients. So I started with just my friends, and my family, so like my cousin or whatever, and. And then I would have them write a Yelp review for me. And I didn't tell them what to write.
I wouldn't say like, oh, make sure you gimme five stars or anything like that. It's like, please, can you gimme an honest review on Yelp? Mm-hmm. and then I think at the time it just, there weren't as many like, places to look for reviews at the time. This was like in 2010 or so. So, Yeah, like the, the Yelp reviews just kept piling on and, uh, the phone would bring off the hook.
So I was scheduling anywhere from 30 to 50 new patients per month in my one year
Michael: off from Yelp,
Chrystle: basically. Yeah. Because otherwise I, I mean, the other, only other place to find me would be like, I don't know, maybe in the Yellow Pages, but who, who, who uses that anymore.
Michael: Yeah. Yeah. Wow. Okay. That's interesting.
Let me ask you, how did it feel for you to be like, We're moving, we're moving to a bigger place like kind of thing.
Chrystle: it was hard. Um, But it actually like, it, it kind of happened. So how I mentioned that it was really hard to find his place. For years, I looked for a new place, but it wasn't until our landlord actually told us that we had to move and we didn't have a choice in the matter.
They. Evicted the entire building because they wanted to, redo the whole building and rent it out to a single tenant and it wasn't gonna meet any of us existing tenants. That was what really did it for me. They were like pulling the rug out from beneath us. And so they gave us less than one year notice about that.
And so I had to find a new practice. And again, I kept striking out. I kept looking and, and struggling with. So I, I, there actually was a point where I thought I might just have to sell our charts and, and maybe I wouldn't, I was like, maybe it's not gonna work out, or, um, you know, maybe we'd have to rent chairs out of a friend's practice, but what would that look like?
Cuz we have our own team and our own philosophy and it just might be kinda awkward and that would only be an interim solution. So that was definitely hard, but thankfully, you know, my mom and I, we, we, it all made, it all worked out. My mom I mentioned that she's an immigrant, so she's from the Philippines.
She went to dental school in the Philippines and grew up there and she just ran into. A friend from the Philippines mm-hmm. Who happened to have a practice in our town and happened to, it happened to be bigger. Mm-hmm. And when my mom mentioned to her our situation doctor was like, Hmm, well maybe I should slow down and maybe if Crystal can wait for me, I.
Maybe I'll just sell my practice to her. So, it was kind of an ins like, it was just a very lucky moment because I don't, I don't know that she necessarily had an exit plan for herself at the time. She was just enjoying dentistry and Wasn't necessarily of the age to retire, but you know, the idea of having someone like me take over her practice sounded kind of good to her.
So, and it just, my mom just happened to float the, I floated to her, so it worked out,
Michael: so, yeah. Nice. Okay. So then, is it just your mom or do you My
Chrystle: mom. Oh, as my, as works. Who works in our practice or
Michael: no, I'm sorry. Like in your family, like, oh,
Chrystle: um, at the,
Michael: as the dentist. As a dentist, but I mean like as far as like, cause you talk about your mom, I don't know if you have a dad or
Chrystle: Yeah, yeah.
I have a dad too. And a sister who's like
Michael: Coco. Yeah. Okay. So, uh, is he a dentist to the dad or your dad or no?
Chrystle: Uh, no, but he's more of an entrepreneur, so I like to say that my sister and I are basically mashups of my parents, you know, one being an entrepreneur, the other being a dentist, and, and that's kind of like what we're made out of.
Michael: Yeah. That's awesome. So then you started Cocoa Floss.
Chrystle: Uh, 2015 is when we launched our product. Though I had been tinkering with floss ideas for years prior for lack of anything better to do with my time. I, I had two hygienists working out of the two chairs, and I would just like twiddle my thumbs, like, what can I do myself?
Michael: What can I do by myself? Okay. No. And so at any moment, crystal, did you think like, I'm tired of doing, Or like, I'm tired of being a business owner. Like where was the moment where you were like, I don't wanna do this as much as I thought I did? Uh, dentistry. You mean dentistry or owning the business? Like as far as a practice.
Hmm. Oh,
Chrystle: that's really hard. So it only finally came to the like, clear decision that I needed to sell the practice or like, it was 20, it was last year, like in the fir in the spring of last year. And it was, it was so hard. And I still kind of like, yeah, I think I, I know I made the right decision cuz the doctor in there is wonderful.
But uh, it was because my sister had a health scare and she, she's floss and she was like, crystal, I, I can't do this if I have to go through all this health stuff. So, What do you wanna do about it? You gotta let something go. Are we gonna let coco floss go? Or are you gonna let the dental practice go?
And so, yeah, that's what happened. I was also pregnant last year. I was pregnant the entire year, last year. So had a, the entire year I was pregnant the entire year. I had a baby on the way. And busy with, already juggling both businesses and then my sister telling me that. She might need to take a step back from work and I would have to take over.
So I was like, I, I can't do them all. Well, I would love to do them all, but if I wanna do them all, well that's not possible. And then the, the baby on the way was not something that you could defer or put off like the baby's coming. So, yeah, I made the decision to solve a practice and it was a very swift thing.
Um, It wasn't even enough time for us to, tell the patients like I, I. Started to tell the patients now, because finally we've gotten around to sitting down and drafting a letter to explain it all to them. Um, but we did it with, you know, minimal upset to the practice, a very smooth transition. So I, I would say that I think patients don't even know, like they didn't know of the change because the team didn't change.
Nothing changed about the practice.
Michael: Gotcha. Why did the, I guess, cocoa floss weigh heavier, you know what I mean? Like, In this thing, right? Or in the pendulum. Right. Why did you guys decide to go, or you decide to go with cocoa floss instead of just your practice? Yeah,
Chrystle: so I think um, it kind of, I realized that, well, like any business owner, c e o dentist practice owner, you have to try to delegate as much as you can and anything that you can hire someone to do in your plays, if they, if that's possible, then you should and you should focus on doing the things that only you can.
So for example, like as a dentist, like if your a assistant can take great impressions or scan. Absolutely. The assistant should be doing it. The dentist should not be doing it right. It's all about managing that time well. And then what I learned through my first maternity leave in 2020 which coincided with Covid I was able to step away from the practice because I was on maternity leave and it was covid and the patients were doing okay without me.
I mean, certainly they asked about me, they wondered where I was, but they were all supportive of the fact that I, had a, had a baby. And it was, it was fine. And the associates that I hired they loved her, so they didn't need me. And so I just felt like I was able to delegate. And I mean, of course every doctor, uh, is different and every relationship is different.
So of course, like, I can't say that these, their relationships replace my relationship that I have with my patient. But I, I do think that, um, at Coco Floss, I'm. Uniquely positioned to help lead that business because, it was my idea to begin with, and I'm the one who cares so much about oral health and prevention.
So it wasn't right for me to just, to, if I had to abandon one I couldn't abandon Coco floss.
Michael: Hmm. Because, yeah, cuz of how unique the position is. It's, it's, you, you guys, you know what I mean? Like a lot of you is in it to where it's like you can't delegate.
Chrystle: Yes, exactly. Whereas for the My Dental practice and when I first started, my practice name was just my name Crystal Coo, d d s.
But um, some years, you know, maybe around 2014 or so, I rebranded the practice to Young Dental Group because my hygiene team was taking up both of my chairs. And so, um, I wanted to make sure that the name of the practice encompassed all of the providers of the practice. So it wasn't just about me anymore, it was about the whole experience for the patient and all the providers that contributed to the patient's care.
young Dental Group. With that practice being less about me and more about the whole experience I could take myself out and it would still be Young Dental Group, Coco Floss. My sister and I, we lead the bus, we lead the company. And if you take me out of it, it doesn't really make sense cuz my sister, she wasn't a flosser.
she doesn't care as much about oral health as I do. So yeah, I, I don't, I don't know. Basically I, I needed to be at Coco.
Michael: Yeah, it has, uh, your perspective on it. You know what I mean? Like your whole I side of it, so you kind of need to be in it, you know what I mean? So then when did Coco floss to you become like, oh, snap, this is guys, this is a business.
Like we're, we're making stuff happen here. Like, this is good mu or you know what I mean? Like when did it become a business?
Chrystle: I mean, we've been growing very steadily every year. I remember, I think early on we started out of my apartment and then out my apartment moved to my parents' home.
There were days when I would go home during my lunch break to help help my sister like pack boxes. And I think, uh, one of these days when I, one of the moments or times when I felt like, oh man, this is really business. When I go home for my one hour lunch break and see that we have like 300 packages to, to build, it's like, oh, now we're gonna do this all in one hour.
That was one of 'em. And other times, I think, you know, going to dental meetings we started very simply at dental meetings with just like a symbol. Booth, like a table with a tablecloth. And now we're, we've got like a double booth at larger meetings, like at C D A, we'll have like a double booth.
That's, and it's, it's always jam-packed. We need to have like at least six people manning the booth at any given time. And there's always people standing in line and that feels kind of crazy. It feels like, I don't know if you, I'm sure you've been to cda, but it feels like a wild bazaar. And so that, that feels, makes me feel like we have a business.
What's also really exciting is next, in two weeks we're launching at C V S, so this feels really grown up now.
Michael: Wait, you guys are gonna be in c v s. Wow, man. That's ok.
Chrystle: Hey, we're like, this is, this is real.
Michael: Yeah. I've always been curious, crystal, how does that work? Like do you just like, dear CV s, or what do you do?
Chrystle: Well, I would imagine that that's how you could do it though. For all of our wholesale partnerships to date, including c v s, they've all been um, obtained via, like inbound requests from the buyers at these companies. So we've been carried at anthropology for many years, and it's because the, the buyer asked to have us there.
And c v s likewise, the buyer. Is a personal fan of Coco Floss and she really, really, really wanted our product in their oral care aisle. So that's how it happened,
Michael: man. Where was the moments where you were super like, like where you're like, yeah, this is it. This is part of, I guess, being an entrepreneur where it's insanely stressful.
Chrystle: Oh, I feel that all the time. Um, My sister and I were always like schlepping things around. the number of like boxes we've had to carry and random things we've had to do. I, it just, it's kind of funny. Um, But I've kind of brought my family along on the ride for it. So, yeah, it is. I feel it every day and it's, it's really fun.
Michael: Yeah. Is it a different type of stress than moaning a practice? Or like, is it the same, do you feel like it's the same, like, guys, this is the same thing, I have to manage employees and manage employees over here, or No, it's completely different.
Chrystle: It feels a little different. So in the practice, it feels, I love how the practice feels so tight-knit.
I mean, you see these people more than you see your own family. and it's the same people. Your team is there with you every day at Coco Floss. We're all remote, so we don't get to like physically be with each other, like can't really hug each other, for example. And so when we do see each other, it, it's really exciting, but it's all like, I'm on my computer all day.
It's a very different type of work. And also the size of the business and the size of the team. Uh, coco Philosophy have about 30 employees now. The dental practice, it's always been around like 10 end to 12, so a larger team of Coco floss. the nice thing is that for both I, I still have as a dentist, they're both in pursuit of the same goal as just helping people achieve two for
Michael: life.
Mm-hmm. So then break it down for us, especially for the ones who are like coco floss, right? Or I've heard of it like coco floss. What is that? What is coco floss?
Chrystle: It's a woven dental floss and it's infused with coconut oil and it comes in a bunch of fun fragrances. We always have it in, uh, coconut, strawberry, orange, and mint.
And throughout the year we have seasonal limited edition fragrances. Like here we have watermelon and we have, uh, chocolate here. And, uh, I think there might be, well you don't see it in this picture, but we have like passion for it or pineapple. So just trying to make flossing delightful and fun.
Trying to turn a chore into a treat and make flossing into something that you look forward to and that you wanna do.
Michael: Gotcha. Okay. And so you guys, I know in some pediatric practices that we work with, like cocoa flosses in there, is there like a specific different price for practices compared to like, somebody from cvs?
Chrystle: Yeah, so we do have a dental sales program where we are selling direct to dentists. They get to order this size, this small size. It's like an eight yard, and it's like about a two week supply. And usually dentists are putting that into their hygiene goody bags. And we also have the 33 yard size, which is what people can buy to anthropology or at cvs and.
Practices are buying that at about half price and then they resell it to their patient for retail price. And then also we have like a large school that's like a professional size that, clinicians are using chairside and they use it in their procedures for all the perio procedures and also even restorative procedures.
Michael: Okay, so it's available for them? Yeah, it's available for them, yeah. Nice. Okay. So I guess. How can this, cuz I remember when I was working in a couple practices, like water picks was like coming up and it was like, this is it. Right? Is that something where you're like, okay, this is our, not competition, but like, how does that work?
Chrystle: Well, I mean, I, I think water picks are great. I don't have anything against water pick at all, but I don't believe that they're of true replacement for flossing. I think it's a great adjunct. unfortunately, I've had some patients, say that they were water picking exclusively and not flossing, and I've seen recurrent caries around usually like multi-unit restorations like bridges or even interproximal caries.
And so, I don't know. I, I just don't know that the water pick can always get underneath rest restorations or in between teeth in the same way that floss can physically deprive those areas. Mm-hmm. So I, it's not yeah. Not a replacement, but water pick's a great adjunct.
Michael: Yeah, because we were water picking.
Me and my wife are like a really, I still do it, but she's the one who. I'm gonna floss too because I'm, you know what I mean? And so I was like, okay. Yeah, that's interesting. I don't know, double clean, I guess, but I didn't know that until you just told me right now. So,
Chrystle: yeah, I mean that, of course curious doesn't afflict every patient, but I, I've seen it enough times where I can't tell a patient I can't do it.
Like, consciously, like, you know, I like to tell a patient they, oh yeah, you can just water pick. I, I won't, I can't feel good about it because I've seen the carries that people get still with using water.
Michael: Gotcha. What have you seen with people using cocoa floss with their marketing, like dental practices?
How have they used it in a, like a unique way or a different way that, you know, maybe like brings better brand awareness or even attracts new patients, things like that.
Chrystle: Yeah, so I've seen a lot of practices use Coco Foss as, one, as a way to draw patients to the practice. For example, I've seen patients, uh, practices, offer, let's say like a Yelp check-in reward, check in on Yelp and get a Coco Foss.
So, gonna incentivizes people to check in on Yelp and, and usually these people who check in on Yelp eventually write a review, which as we mentioned is, can be really impactful for growing a business or growing a. I also see practices using cocoa floss. To display in the, the front desk. The, the display that we have, it's like a jar and it's the colors of Coco Foster candy.
Like, so, de that feeling of delight that you have like walking into a candy shop or like walking into a florist where there's like this explosion of color. Like, why don't have that in the dental office? Because dental offices are typically thought of as like sterile, cold and fear-inducing places.
So when a patient walks into a practice and they. Oh, well that's kind of a nice surprise. Like it's an uplifting type of color to see. It kind of, it helps ease anxiety and helps kind of make the patient a little happier. So the PA um, practices will have the Coco FLS in the front desk area and they'll be, selling it.
And then in the. back um, in the chair side, when a patient is floss with cocoa floss, it feels so different. And usually patients just like, what is that? Mm-hmm. Because unlike a slippery floss, like a, like the Teflon types of floss and that are so slippery and thin and then they actually kind of can hurt sometimes when you floss.
Mm-hmm. Yeah. Your gums and they make your gums lead. Coco fo is, it's thicker and it feels much more substantial and it's scarier. So, your hygienist, your dentist will floss with it. And it's like, whoa, what is that? Because your teeth feels so clean instantly, and it also smells good because plaque smells disgusting.
And then, you have this like waft of like sweet strawberries and the patient's like, oh, that's really nice. Yeah. that it makes a difference. And then again, with the hygiene bags, if a patient, uh, sent home with a coco brush and a coco floss it really tells the patient like, wow.
This practice really cares about using the best quality materials. they're giving me this amazing product. So, it speaks volumes about the values of the practice and then it, it becomes like a, a another reason for the patients to talk about it with their friends and family and refer more patients to the.
Michael: Hmm. Do you guys help the practice, I guess like the back office or anything, like when they order coco floss, do you guys help 'em with that? Like maybe the rep or anything?
Chrystle: Yeah. Yeah. We do have a little sales team and um, we obviously like really wanna help, help practices become successful with coco floss, so.
Mm-hmm. We are doing everything we can to handhold as much as we need to um, handhold practices through making it successful in our.
Michael: Man. It's cool how, uh, crystal, like throughout this conversation you can still see like the, when you were younger and you're like the volunteering kind of thing where you're just like, I just wanna help people out, kind of thing.
Right. That's it Still today, like you're just like, I just wanna help people out. Like I wanna hold their hand in. Yeah. It's cool. Yeah. Yeah, yeah. I wanted to ask you one of the last questions. Throughout this process, I guess, from the moment you decided to own a practice mm-hmm. To. What's been some of your biggest struggles or fails or pitfalls?
Chrystle: Well, for the longest time, I mean certainly time management is something that I had, I've had to get really good at, but I've. Also struggled with the feeling of guilt because when I was working at the dental practice, I'd feel guilty about coco floss or if I'm working at Coco floss, I feel guilty about the dental practice.
Or for either of them, if I'm working more than, more than I should be, than I'm guilty about not spending time with my family. So that's something that I. Struggle with I'm getting better about it, and it's super helpful that I have a very supportive family. And we just do everything together.
Like, for example, I mentioned like schlepping boxes everywhere. Like my kids at this point have, come with me to dental meetings and they're, they're with me on these rides where we have like the whole minivan filled with boxes. So that's, but yeah, guilt has been something that I've, I've struggled with, but I, I think that this is all just a part of who I am and I'm always working on.
Michael: Yeah. How are you work? Like I know like right now you let go of the practice, but I, you know, a lot of people do, I guess, talk about, especially parents like mom guilt, right? I guess how are you working on that? Like what advice can you give us for that
Chrystle: advice? So I just, focus on, one of my personal.
For myself and what are the things that I care about and my passions and, and I just make sure that all of the things that I'm doing in my day-to-day align towards that goal. the good thing is that despite letting go of my practice, I do feel like my, you know, my professional goal in life is to help people achieve teeth for life.
And so I, I believe that I'm continuing to do that, so I don't have to feel so guilty about letting the practice go, cuz it doesn't ha again, as I mentioned, it doesn't have to be me going in and, and treating. Patients, like I have other doctors who could do that. And here I'm, leading this brand growth and hopefully hopefully inspiring even more people to um, take better care of their teeth.
So just focusing on the goals, like what are your, and then that's really hard and it's something that you probably, I think people should at least revisit at least annually. And just think about like, what is it that you're passionate about and what are the goal, your goals, and then how can you align all of your daily actions and how you spend your time towards those goals.
Michael: Mm-hmm. Have you ever caught yourself? It's changing constantly. Like maybe not constantly, but like pivoting and you're like, oh my gosh. And then you feel like what you've done in the past, you're like, I guess that was, some of it was pointless. You know what I mean? Kind of thing. Or cuz my goal pivoted.
Has that ever
Chrystle: happened to you or? Um, I try not to have too many regrets, but I, I'll say I have a lot of fomo. A lot of fomo. I mean, I actually really love clinical dentistry. I had so much fun being able to transform health and transform, you know, my patients. In terms of like confidence. I love Invisalign, for example.
I became totally obsessed with Invisalign, and I miss that. I miss that time with my patients and being able to like, really make an impact in their lives. So there's my FOMO and I, I don't know what I'm gonna do with it yet. The, the practice sale was very recent.
I don't know yet. I'm gonna own another practice in the future if I'll, you know when I'm gonna, Start working again in clinical dentistry. my baby is very young, and so it doesn't make sense at this time. Mm-hmm. But yeah, I, I don't know. We'll see.
Michael: Awesome. Crystal, thank you so much for being with us.
It's been a pleasure. But before we say goodbye, can you tell our listeners where they can find you?
Chrystle: Of course. So I'd love it if you would follow us on Instagram. Our handle is get coco floss. Our website for all of your patients is coco floss.com. And for dental professionals you can find us@cocoflosspro.com.
And if you'd ever wanna reach out to us you can just email us@helpcocofloss.com.
Michael: Awesome. So guys, that's all gonna be in the show notes below, so definitely check it out. And Crystal, thank you for being with us. It's been a pleasure and we'll hear from you soon. Likewise.
Chrystle: Thank you.
Minal Sampat and I have a weekly newsletter called Weekly Hacks. It's for pediatric dentists and pediatric practice owners only, and we share one effective growth hack every week to achieve big wins. no fluff, no spam, just your weekly dose of what you need to grow. Subscribe here to get this week's hack in your inbox! https://mailchi.mp/9d2a4644fd31/the-pediatric-dental-marketing-newsletter
Hey docs! In this week's Monday Morning Marketing episode, Minal and I go over 5 key tips to social media for your pediatric dental practice:
- Post at least 4 times per week
- Get specific with targeted ads
- Drive engagement and comment on your posts
- Link back to specific posts in an email blast
- Use AI to workshop your captions
Following these 5 tips will take the headache out of "what should I post?" or "My ads aren't reaching the right audience!" Above all, being consistent, utilizing technology, and getting involved in your social community will help build your audience and bring those pediatric patients in the door.
Listen in as Minal and I break down these key tips even more in this week's episode!
You can reach out to Minal Sampat here:
Website: https://minalsampat.com/
Instagram: https://www.instagram.com/minalsampatllc/
Facebook: https://www.facebook.com/RealTalkWithMinalSampat
Other Mentions and Links:
The Pediatric Dental Marketing Course Enrollment
"You Will Read This First" Post
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Minal. So talk to us about social media marketing specifically for pediatric dentists. How can we utilize this, or what advice or suggestions can you give us that will help us attract new patients with social
Minal: media?
Social media is incredible. But I think what happens with social media is most of the time we don't know what to do with it. Like everybody keeps telling you, be on social media. Be on social media, but what do you actually do on it? Right now? This is like a six hour workshop on social media. but what I wanna do is I wanna give you guys five specific tips on how you are going to leverage social media as a pediatric dental practice.
Mm-hmm. Here's the first. If you are going to be on a social media platform, whether it is Facebook or Instagram or TikTok or whichever one you decide to do, even LinkedIn. LinkedIn is huge. Nobody talks about LinkedIn, but I'll get into it, is you want to post at least four times a week. Mm-hmm. So everybody who's listening four times a week, three of those post should have actual photos or videos.
Of the practice, not stock stuff, not any of that. And the fourth one is free for all. It could be a review post, it could be a educational post, it could be a carousel, post, whatever you want. But out of those three, You know, you want to focus on showing your practice culture. Right. And because we are a pediatric dental practice, I mean, come on, let's face it, we have the cutest patients.
We have a lot of fun in the practice. If you're seeing, and I'm going to be very, um, minimalistic in this, even if you're just seeing 10 patients a day mm-hmm. Which we all know, we are seeing way more. And you're open five days a week. That's, you are seeing 50 patients a week. I'm saying take three photos or videos.
You can totally, totally do this, right? So the first thing is you need consistency. The reason you need to have four times a week minimum, and that's what I recommend anyways, like I don't think you need to go crazy with every day or stuff like that, but four times a week is because the platforms need to know that you spend time on it.
Why would the algorithms show your content and your page to people if you log in once every two weeks to post? So, It doesn't help you. So if you decide to be on it, the first thing I want you to think about is consistency. Consistent thing with content that shows off your practice culture, not stock photos.
So if you're working with a third party company where they're just posting your blog post or your reviews there, it's, you know, you're getting no engagement, it's not helping you. and if it's not helping you, don't do it. Stop paying. Instead, take those photos and videos and start posting it. That's tip number one.
Tip number two, when it comes to social media, you also need to leverage ads, especially on Facebook and Instagram. In fact, on Facebook and Instagram, specifically on Facebook, when you click on the Boost ad and you go to demographics, you can target parents with specific age group of kids. Let me repeat that.
You can go to boost post, you can select your area, you can select age groups, so for your parents that you know, you usually see, which is going to be anywhere between 25 to 45. Right? So, and I would recommend that you choose females like women, because women usually are the decision makers for healthcare.
And also they're the ones who usually shop on social media. So I would do women, put down your town, put down a radius around it, depending where you're located, how far your patients come to see you, and then put down the age group and then go to demographics and go to parents. And you'll be shocked because you could target parents with specific age group of kids, like zero to three, three to six, six to nine, nine to 12.
Parents of adult kids. Oh yeah. So now when you're boosting that post to some, to a audience, that post is directly going in front of your potential new patients, not just random people. These are parents. Mm-hmm. How does Facebook know how old their kids are? Well, you could ask Facebook, but they know how old their kids are because guess what?
We share everything online. So because of that, They track everything we share and they know exactly what's happening in our lives. I mean, Facebook also knows recently moved if once you go in there, it's mind-blowing how much information they know. So that's the first thing. So first thing you're going to go ahead and make sure that you post the second thing.
You're going to utilize ads and you're going to do targeted ads to parents, cuz that's our audience. The third. engagement truly matters when it comes to social media. So how many likes and comments you have matters. If you have a post on Facebook, let's say comments are the currency on Facebook and Instagram.
Even on LinkedIn, anywhere you have comments is better. So if people are commenting on your post, you should hundred percent comment back because what this does is that it keeps that algorithm alive and keeps your post trending. But here's a strategy. Don't comment on all of them at once or don't like on them, all of them at once.
So don't go like, like, comment, like, comment, like, comment, like comment at one time because once you're done liking and commenting back on all the comments, you're done. So what I do is I follow a strategy. So my strategy would be if I get comments on a post, which is always my goal to get comments or likes or saves or whatever, I would go ahead and comment back, but not like the.
Or I would only go ahead and comment back on half the post at one time and then wait a couple of days and then comment to the rest of them later. Why am I doing that? Cuz I want the algorithm to be trending. I wanted to keep showing that post, right? So if I know that if the post is getting comments, the algorithm's gonna be like, oh, this is great.
It's getting comments. Let's, let's push this up again. Even though this was posted last week, let's push it up. And another cool thing is what happens, Michael, every time somebody likes or comments back, don't you get an alert? Yeah. So what I want to do is I want to send you an alert again, right? So let's say that I am on Instagram and I have a previous post where I got comments, so I commented back on it, but I didn't love all the comments.
So right. As soon as I have my next post that popped up, I'll go back to my previous post and I will hit the like on all the comments that God had because now. It's alerting everybody who commented on my previous post saying, Hey, men just liked your comment. Men just liked your comment, just liked your comment.
And then you're gonna go to my page and you're going to see my new post, ah, strategy. I mean, I'm a marketing strategist. I live it. I walk it, I breathe it. but, um, yeah. So you want to. Some engagement on there and be careful about how do you do the engagement.
That's a third step. Now, the fourth step is going to be a little bit more harder, but follow me along with the fourth step. So this was something, uh, that I myself learned at a conference, and I think it's a brilliant idea and I've tried it multiple times, is, you know how every time you have something that you celebrate, right?
So, like a doctor's birthday and when you have a doctor's birthday, you get all these comments and likes, like that's the post that usually gets a lot of comments and likes and engagement. So this is, again, this is a specific strategy. So follow along with me guys. What I want you to do is go ahead and post it on social media like you would always.
But then I want you to open that post and then grab the u r URL of that actual post. So not the u R URL of your page, but you, when you open that post, whether it's Facebook or Instagram, you get the actual U R L of that specific post. Okay? So go ahead and copy that url. Then you are going to go into your email newsletter system or text system that you have going out to your patients.
You're going to take that. You're going to add that same photo that you added on social media, and you're going to send out an email and you're going to send to all your patients, Hey, it's Dr. Ab and C's Happy birthday today. Uh, help us, wish him a very happy birthday by clicking the photo below or the link below.
So all you have to do is on that photo in your email copy or the text, you add the link to the same exact post. So now when they click on that post and they go on to that specific post on your social media platforms, You are taking your current patients from email to your social media and they're going to comment on the social media post.
Hmm. You see what I mean? Yeah. Because you linked that same post to the URL of that actual post. So I know there's a lot of posts and talking going on here, but this strategy works because the number one question I get is how do I get my current patients to be on social media with us? Mm-hmm. Give them a.
This is a great way for you to bring them. So anything that you know is going to get a lot of comment and engagement and your patients wanna be involved in, which is clearly wishing doctors happy birthday, use this strategy. Post it on social media. Copy the UR of the exact post. Go ahead and have the same photo send out via email and text, and then add the link of the exact post on there so now people can click on it and go there to.
So I know it. It was kind of a boozy, right?
Michael: how do we find the
Minal: url? Click on. Just click on the photo. Oh, I never open it up. Yeah. When you click on any photo, you get the actual url. Even on Instagram, when you click on a post it'll and you go on share, it'll give you the actual URL of that, that exact post.
Michael: Okay. I never knew that. I'm gonna go on to your post Real. And then the U r O would be found. Where? On where, where are you on
Minal: Facebook or I.
Michael: Instagram. Instagram.
Minal: So Instagram, you wanna go on your phone? You wanna go onto your phone? Oh. Oh. And then you could do it. Cause Instagram is a phone app. Oh, no, no, no.
You
Michael: can also do it on, on desktop.
Minal: Well, there you go. Then you've got it on desktop too. So they must have a data. Look at, my
Michael: gosh, look at this. That's pretty cool. Yeah. I'm looking at your New Year's start list of tools to make life easy. Right.
Minal: So when you click on it, do you see how it, yeah. You see how it gives you the exact.
Yeah, so now I would take the same photo, right? Put it into my email copy and with the exact URL and send it out to my audience and say, Hey guys, do you want to go ahead and, uh, get all these tools or tips? Go ahead and click on this link and it'll take you to my Instagram where you can see it. Yeah.
So you do the same thing. I know it kind of works very well.
Michael: That's, that's really good. By the way, depending on when this goes, is gonna go out, if you guys can go follow Manal Sampa, LLC on Instagram, there was a post you did. You said you'll read this first, you'll read this second. You, you, I did it exactly how you told me.
I would read it and I was like, yay, man. Like, how you predict it, you know what I mean? it's a pretty cool post. So I'll put a link to, I'll put a link to that post in the show notes below, but Awesome. So these are the four steps we can do.
Minal: And then the fifth one. And the fifth one is going to be even better.
You guys are ready? Yeah. Okay. So, you know how you always want to make a post, but you never know what to say. Mm-hmm. Every day, like, yeah, like every time it's like, man, I have this really cute photo, but I don't know what to say about the photos. I, I, I, I didn't post it. Chad, g p t. Chat, G p t. So if you need captions, right, this is what you do for captions, guys.
You go into chat, G P T and you said, Hey, gimme a caption for a pediatric dental practice. Or you can put on your practice's name, right? Gimme a caption for a, B, c, pediatric dentistry, uh, about a photo where a kid is high-fiving the doctor. And it'll give you a caption and you can be specific. Gimme an Instagram caption, gimme me a Facebook caption.
Don't use hashtags or add hashtags, or I'll add emojis and it'll give you the caption so you don't have to worry about it. In fact, I'm training all my team members right now and like all the practices I'm working with, so they all get a social media calendar on what to post, right? Like what ideas, what strategy, what to post, and then they can now just go into chat G P T and come up with their captions.
Michael: That's really good, man. That's really, and by the way, for those of you who are in the pediatric dental marketing course mm-hmm. we are putting in more modules on chat, G P T. Mm-hmm. This one case, you guys wanna know more about that and how to utilize it to better your marketing.
You can find that in the pediatric dental marketing course. But then this is the five things we can. Right when it comes to this, where do you manal see the roadblock where people drop the ball,
Minal: it becomes too overwhelming. what to post, when to post, how to post, who's going to do it?
do we have fun content? And then the, the last part, When you don't see immediate success with it, you, you want to give up cuz it takes work, right? So you, you put all this work in and then you're like, oh my God, I'm putting all this work in, but I'm not getting immediate satisfaction. Well, you are not. It takes time like everything else. Social media takes time.
You have to build an audience, you have to engage with them. You have to show them who you are to show them the practice, culture, your services. Remember, uh, there was a theory many years ago that said that somebody has to come across your. Marketing message seven times. Mm-hmm. Um, before they make a choice.
Now that has gone out the window. Now we have like 27 times, 37 times. Cuz ev we are constantly being distracted by other messages. And because we are constantly being distracted, that just means you to keep going. What your focus should be is, am I getting engagement and are people saving my content, engaging with my content.
And many times when I go into my own content, I'm like, oh my God. Only, you know, 40 people liked it, but I go into my saves and 175 people save. And that's what I want, right? So look at the goal. What is your goal? And then work towards it. Everything else can be taught. I mean, we. Pediatric Dental marketing course together, Michael, that you and I kind of go through and we do hands-on, you know, stuff and I have like hands-on training and I show how to do things and how to create calendars and systems and strategies and all that fun stuff inside it.
So information is out there and you know, we are here to help you along with it. You just have to make sure that, one, you stay consistent with it. And two, you also have some fun with it. You know, don't let it get to you. Like then get, don't get into. Of, oh my God. Look at the likes and the comments. I don't have enough.
No, there is. You're competing with yourself. Mm-hmm. You are good. You're okay. So once you have those two things, consistency and being able to have fun with social media, you're going to find results.
Michael: Gotcha. Awesome. So if anyone has any further questions or concerns you can definitely find on Dental Marketer Society, Facebook Group, or where can they reach out to you?
Minal: Absolutely. So my website is minal san.com, which is M I N A l S A M P A t.com. And since we clearly talked about social media, come hang on Instagram with me. You know, I'm Minal san on Instagram, Minal Sam on Facebook. Send me a friend request, I have a digital creator page there and I share a lot of tips.
And then Michael and I, uh, we have just started this awesome, awesome thing where we are doing, uh, is it weekly, Michael? Yeah, yeah. We are doing, uh, weekly. Pediatric dental specific tips. So you know how we just talked about all of this. If you want nine pediatric dental Real Ideas, it's coming to you next week.
By the way. Just f y I letting you know, it's coming to you starting April. We are going to have this, we have opened up this awesome newsletter Michael and I both, we have had a lot of pediatric dentists reach out to us saying, can you guys share ideas with us? Why? So we opened this newsletter, Michael, you're gonna put that in the show notes here.
Mm-hmm.
Michael: Yeah, I'm gonna, and to be open and honest with you guys, a lot of people have asked us that. And me and my, I were like, okay, let's, should we start a Facebook group? Should we start another podcast? So we said easiest way for us and easiest way for you is just to be living in your inbox, right? that's what we're gonna do.
We're gonna send you. Every single week. And that's the best way you can talk to us too, is just hit reply back on those newsletters. And then you can talk to us that way as well if you have any further questions or concerns. But like we mentioned before, the pediatric dental marketing course, that's where you can mastermind with us monthly.
That's where you can get them latest, advice and also strategies on all, everything you're listening to here, especially with also, ground marketing. And it continues to grow, so it's like a, it's a course, but it's like an ever-growing course.
Minal: It's a course's, an ever-growing course, because unfortunately or fortunately, social media marketing keeps changing and we have to keep changing.
Like, for example, Michael just added an entire thing on Chad g p t inside the course because of how powerful it is. And as things change, as life becomes different and as the world we live in keeps to elevate itself, we are here with you and Michael. And I always love to say that the course is not done for you, but it's done with.
And we love that cuz every month we also kind of come on in and do exactly this. Like you ask specific questions and we mastermind and we share and strategies and um, you know, so we kind of keep it, keep it real, you know, we are pretty transparent people so we kind of keep it real and we share ideas.
But yeah, so how we can reach and get some more ideas. We can join the newsletters, check us out, Michael and I on Instagram too, or Facebook and we.
Michael: Yeah, we got you. So awesome guys. Thank you so much Al. Thank you for being with me on this Monday morning marketing episode.
Minal: Thank you for having me.
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: https://www.meetdandy.com/affiliate/tdm !
Guest: Stephanie Nivinskus
Business Name: SizzleForce Marketing
Check out Stephanie's Media:
Website: https://SizzleForce.com
Schedule an Appointment: https://www.SizzleForce.com/schedule
Linkedin: https://www.linkedin.com/in/stephanienivinskus
Other Mentions and Links:
CPAP Machine - Continuous Positive Airway Pressure Machine
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Your offline interactions AND online followup with patients should both make them feel heard and appreciated.
- It's great to have a sterile office, but having a sterile vibe isn't always inviting. Try adding a sense of warmth to your practice feel!
- Always think from the perspective of the expert, rather than the salesperson when educating patients.
- People are not excited about giving up their email or phone number! Provide a valuable incentive for offering their information.
- You cannot optimize something that isn't well documented.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Our Sponsors & Their Exclusive Deals:
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/affiliate/tdm !
Thank you for supporting the podcast by checking out our sponsors!
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Stephanie, how's it going? Going
Stephanie: great. Thanks for having me,
Michael: Michael. No, thank you for being on. If you don't mind me asking, where are you located?
Stephanie: I am in San Diego, California.
Michael: Oh, man.
Stephanie: Did you guys get any snow? No, but we got a lot of hail and we had hail ball fights, hail ball in my front yard.
Cause we were so excited. Like literally we packed together. Hail. Yeah. And maybe hail balls, . And my kids and the neighbor kids, we had hail ball fights. It was amazing.
Michael: Is that, does that hurt more or,
Stephanie: well, I don't, I wouldn't say we had enough to do damage. We just had enough to have a lot of fun. .
Michael: Gotcha, gotcha.
I like that hill ball fight. Yeah. Interesting. All right. So Stephanie, can you tell us a little bit about your past, your present? How'd you get to where you
Stephanie: are? . Yeah. So I have been in marketing going on three decades, which is crazy. Mm-hmm. . I started, my career in 1995 and, started working, free.com, and working in the newspaper industry and, and then.com became a thing, and then wireless became a thing and my career path kept unfolding in different versions of market.
For for those different types of media. And then in 2009, I went out on my own and I started my company Sizzle Force Marketing, and now I run a fractional C M O service, which basically means a part-time chief marketing officer and a full implementation team for all of your day-to-day marketing needs.
Michael: Gotcha. Okay. What are some things that you. because you said you did pre.com, right? Yeah. Can you, and I'm
Stephanie: still alive, .
Michael: And I'm still alive. So what are some things where you're like, sting haven't changed since the pre.com, till today?
Stephanie: You know what? The way the human mind works has not changed. , right? Mm-hmm.
humans still wanna be cared about. They still wanna feel like they're understood. They still wanna feel like they have hope for a solution for whatever pains ail them. You know, all of those things, humans at their core haven't changed just the way that we communicate with them has, right? Mm-hmm.
meaning the tools that we use to communicate with them, but at, at our essence, we all still want the same. ,
Michael: which is co what? Communication or
Stephanie: Yeah, just empathy. Mm-hmm. , right? We wanna feel heard, we wanna feel understood, we wanna feel valued, we wanna feel like we matter, like we're appreciated. All of those things.
And, and those are things that are super relevant in a dental practice, right? Mm-hmm. . Mm-hmm. . If, if I go to the dentist and, you know, it's a, it's a kind of a rougher on the edges, experie. Right. And I don't feel appreciated. Like, here, let me give you an example. Yesterday. Mm-hmm. . Yesterday I had a phone, a telehealth appointment with my doctor.
Okay? Now, mind you, I pay out the nose for my insurance, right? Just every month. It's painful. It hurts my, it hurts my heart, right? Well, last week I had something going on, and so I requested an appointment. I had to wait six. to get a telephone appointment, not even a face-to-face appointment, okay? Mm-hmm.
six days rolls around. That's yesterday. I finally get the call from the doctor and I ask her my question and she gives me an answer. Then I said, oh, can I ask you another question about something else? And she goes, I don't have time. I only have 10 minutes for this call. And I'm like, I had to wait six days for a 10 minute slot with my doctor.
that was a rough around the edges experience. Okay. Mm-hmm. , and very disappointing. And I did not feel appreciated at all as a customer, despite the fact that I give them like 2,500 bucks a month for my insurance. Mm-hmm. , right? Like, oh my gosh. Well, thank you. How much do you make an hour if ? Yeah. You know?
Right. And I think any, whether, whether you're a a doctor, like for, you know, a general practitioner kind of doctor, or you're a doctor of dentistry, right? Or you're literally any other type of professional people want to feel cared about, heard and appreciated. Mm-hmm. . And yesterday that doctor was a big fat fail.
Michael: Yeah. Yeah. No d So then, , are you gonna continue with that doctor,
Stephanie: or Well, well, the problem is, well, yeah, but that's a whole other issue. with the healthcare system. .
Michael: Gotcha. No, that, but it makes a lot of sense. Yeah, you're right. We do want, so today you said that doesn't change, right? Humans still want to be cared about.
They want to have that empathy. How can we utilize that today with the technology that we have to, I guess, grow our patient's? Yeah,
Stephanie: numbers. . Yeah. I, I think I think that what we have to remember is while technology is incredible, automations are, you know, really powerful behind everything. It still goes back to h to H, right?
Human to human. Mm-hmm. , right? We need to utilize these tools to communicate compassion and empathy. So, you know, how can we do that? Lots of, there's lots of different ways. everything from. Well, let me give you an example of my dentist. I think he's a marketing master. Okay? So how many dentists have I been to over the years where I literally felt like a number and it was like, oh my gosh, just get me in, clean my teeth and get me out.
I don't wanna be here. I don't like you, I don't like what you're doing in my mouth, and I would like to leave now. Okay? Mm-hmm. , pretty much every dentist I've ever had until, until I met this guy. All right. , he actually makes going to the dentist fun. And I, I'm not even kidding you, my kids, my husband, myself, we're all like, we like almost get excited to go to the dentist now, which is the weirdest thing for us, right?
Mm-hmm. , the way that he does that in the office is he creates a really just kind of happy, uplifting experience, okay? When you walk into his office, first of all, , his decor is bright and colorful. He, he doesn't have these muted colored old chairs from 1983. You know, he's got bright and colorful paintings on the wall.
And he actually, the name of the company is Scripps Rock Dental, and he has like this life size statue of. and he has a choke box and he's like really into music. That's his thing, right? So you go in, he's playing super cool music, like music that you, you wanna bop to. Yeah. Okay. Right. And yeah, he just makes that experience fun.
The second thing that he does is his front office staff is more like a front office concierge. . Okay. I feel like when I go into that dentist, a, they know my name even though they have a bajillion patients. Right. It, it's not that they necessarily remember my name, but they've looked three minutes before I walk in the door at who's coming in and then they say, hi, Stephanie.
Good to see you again. . You know? Yeah. They just make me feel seen. Then. , you know, it's everything from, oh, please have a seat. Would you like some water while you're waiting? Dentist will be with you in just a couple of minutes. I feel very cared for. I get escorted back to my chair.
When I go back into the office and you know, they ask me, are you comfortable? You know, would you like to watch something on tv? Would you like the headphones? Would you like to wear these special glasses? . Right? It's, it literally, I feel like they're, they are a concierge. Okay. So it, it starts kind of with the offline experience, right?
But then if you want to turn around and figure out, well, how can you leverage technology to make people feel cared about and seen and whatnot? It's more of what happens after the appointment, okay? Mm-hmm. , it's the message that comes. The evening after you've had your appointment, the email or the text that you get from the dentist saying, Hey Stephanie, how are you feeling tonight?
I just wanted to make sure you're not in any pain, wanted to make sure that you know, your teeth feel good, or whatever it is. Mm-hmm. , shoot me back a quick text to let me know you're doing well, right? All of a sudden, I feel so cared about. I'm like, oh my gosh. How many people did he see? and he's just asking how I'm doing.
Maybe it's a couple days after if it was a more substantial procedure that I had done and it wasn't just a cleaning or whatever, right? Mm-hmm. , maybe you get a root canal and it's a few days later and it's like, Oh, hey Stephanie. If you're feeling any sensitivity in your teeth tonight, I recommend just having some soup for dinner.
Don't try and chew anything that's gonna hurt your teeth, blah, blah, blah. This can be delivered through text. It can be delivered through emails. It can be delivered in a ton of different automated ways where you're leveraging the technology. But you are practicing human to human. . Yeah,
Michael: I like that. I like that.
You're right. You're caring, right? Yeah. Yeah, yeah. Yeah. Awesome, awesome. That's really, really interesting. I love seeing your input and your point of view, you know what I mean, when it comes to someone who's not so totally involved in the clinical side of dentistry. Not at
Stephanie: all. Yeah, no, I, I speak as a, I speak on behalf of the people,
Michael: I, so let, let me ask you then just two, two questions, and then after that we'll go into, The, the workshop. Right? But I wanted to ask you right now, what do you hate about dentistry or dislike?
Stephanie: What do I dislike about dentistry? Well, I dislike the experiences I had until I met the Marketing Master of Dentistry, right?
Mm-hmm. that I go to now, I disliked the very clinical. Feel of the dental experience, you know, walking into this sterile, not in a way. Obviously the dentist needs to be a sterile environment, but I I'm saying a sterile environment in terms of there's no warmth to it, there's no care, there's no there's no empathy really.
And that's how most dental experiences that I. have been, right? Mm-hmm. . So, yeah, I, I never like that, you know, I mean, just, I don't know. I don't, I don't think people put, maybe they, they put so much effort into, becoming really good at the work that they do, that they forget about the customer experience.
Mm-hmm. . And it's a huge reason. Why there's such, you know, churn in the dental industry, right? While, you know, if, if, if it's just a transaction, if I just come there to get my cleaning every six months and I don't feel cared about, well, why on earth would I ever remain loyal to you? I have lots of choices.
Every other day I get, you know, Big postcard in the mail with some new dentist offering me a cleaning, come in and you can only pay $29. Well, if I don't feel like I've had an experience with you that's worthy of returning to, why would I not just shop on price, right? Mm-hmm. , I would, I, I mean that's, see that's the thing is like if you don't differentiate your practice, people will make decisions based on price alone because you're just like everybody else.
Michael: Yeah, yeah. That's true. Yeah, you're right. You're absolutely right. And then what do you love about dentistry? ? What do
Stephanie: I love about dentistry? On behalf of the people, I will say I love the fact that, when I have been in pain, you get me out of.
Michael: Got you. Wait, actually y yeah, that's true. But you're, your dentist. Your dentist. What do you love about the, what they do? I know you told, you told me that they make you feel warm empathy. Right, right. Anything else on that? There's
Stephanie: a very neighborly feel to the dentist that I go to now, and let me tell you this, we have dental insurance.
He's not covered in our. We pay for dental insurance that we don't even use. We pay out of pocket for him, and he is not cheap. And we do it because the experience is that good. Okay. Yeah. So, you know, there's a very neighborly feel To his place, you know, I mean, we all live in our own neighborhoods, right?
Mm-hmm. and you know, I know he sponsors the little league group and the little soccer players. And you know, here I am, I'm a soccer mom, and so I'm like, oh, I like that. He is like supporting the kids, you know, . Yeah. Yeah. , he does things around Halloween, like, bring in all your candy that you collected and I'll trade it for prizes.
You know, so he gets kids not eating so much candy and, but they get cool prizes instead, you know. Hmm. Okay. You know,
Michael: just things like that. Yeah. Someone who's involved in the community neighborly, right? Like you said. Yeah. Gotcha. Okay. Interesting. So, , Stephanie, what can a dentist do today to improve their marketing and business?
Stephanie: So I am a huge believer in something that is called the customer value journey. Mm-hmm. , and I think there are about 0.001% of dentists who even know what that is. So let me explain it. Yeah. It is a seven step journey. identifies every step a customer takes from the moment they learn you exist to the moment they become a raving fan.
Like whoever thought I'd be sitting here talking about my dentist because he's that cool. I, if you had sold me, I would be doing that today. If you had said that to me five years ago, I would've been like, you're, what are you on, you know, . Well, I would never do that. Okay, well, okay. I do it because he has his journey figured out.
Okay, so there you want me to talk to you about the seven steps? Yeah, let's dive into that. Okay. So, the first step is awareness and engagement, right? So you need to figure out, you need to document this stuff. How are you going to. The marketplace, meaning your target market in wherever location you are, how are you going to make them aware that you exist?
And then what are you going to do to foster engagement with them? Okay. The second step is what are you gonna do to get them on your list and get permission from them to email them or text them or whatnot? And this is. only after they come in and they're a patient of yours? Mm-hmm. . Okay. What can you do before that?
Step three is the convert phase. It's. , what is the offer that you are going to make to them to create a, a, a first level transaction? That's where a lot of people will do that. You know, $29 cleaning offer. Mm-hmm. , that's a good conversion offer because it's a, a very low priced entry point to expose somebody to your brand and your experience, and then you move them up from there, right?
Mm-hmm. into being a profitable patient. . The fourth step is the excite phase, right? What are you going to do to create a memorable experience like my dentist has, right? Mm-hmm. and, and transform the experience from a nice to have to a must have, right? Transforming somebody like me who will pay out of pocket more than I ever thought I would pay to go to the dentist.
because I like to be there, . Yeah. And he fixes my teeth. Right. All right. Step five is the ascend stage. And this is where you're really maximizing every opportunity you have to make a profit, right? So what does it look like? You know, maybe somebody starts by, they come in and, and they get that one time cleaning, right?
But, , what does the rest of the journey look like? Okay, well, they're gonna actually need a cleaning twice a year. So maybe the next thing that you sell to them is some sort of membership. Mm-hmm. , right? Where they can come in and if they're a member, they get their appointments prescheduled, then they get some sort of little discount on it.
Okay. What's the next level? Well, maybe it's the membership with A teeth whitening, right? Or the membership with the teeth whitening and something else, right? And then it goes up and up from there, right? You wanna think about what you can sell them in increasingly profitable segments. Okay? So at the very top of this, you wanna think about like, what is my very, very best patient?
the patients I make the most money off of. What are they buying, right? And so you create offers at all these different levels so that it, it's upsells and cross cells are pre-planned as opposed to haphazardly thrown out when you remember, okay? Mm-hmm. . The next stage is called the advocate stage.
And it's what are you gonna do to get social proof? We all know we live in a social proof world. We all know that people are gonna check out reviews and whatnot. Mm-hmm. , you can let the marketplace control that or you can control that. It's very dangerous to let the marketplace control that because if they have anything that makes them unhappy or maybe their experience with you that day was perfectly fine.
but they got in a fight with their husband after their appointment. So now they're just in a bad mood. Mm-hmm. . And they're gonna go on some review site and leave a skating review just cuz they're in a bad mood. Right? So you have to figure out what are you gonna do to make sure that you're controlling positive social proof, getting out there.
And then finally the last stage is what are you gonna do to incentivize your patients to become your raving? And to send you a bunch of referrals. Okay, so there's seven steps, awareness and engagement. Subscribe, convert, excite, ascend, advocate, and promote. And each of these steps needs to be very carefully flushed out into a document because you cannot optimize something that you have not document.
Michael: I like that. Okay. If we can rewind on some of these Yeah. Yep. And dive a little bit deeper. so for example, and I'm sure you might hear this sometimes, like number four, right? The excite phase, like you wanna create a memorable experience. Mm-hmm. how. , I guess. Was the doctor you have now different from other ones?
What was the experience where you in the chair or in the moment you were this is, this is, he's doing number four.
Stephanie: Yeah. Yeah. Well, it, it didn't just start in the chair, that's the thing. Mm-hmm. started long before I got in the chair. It started from the moment I made the appointment and how pleasant they were, and you know, Conversational and friendly and neighborly, right to the moment.
I walked into the to the dental office and I was greeted by name. I was escorted back to the chair. You know, it's, it's like the four seasons of dentistry, right? Mm-hmm. I think this is like, it's funny. To the moment, you know, I'm in the chair and they're, you know, offering me the special classes and they're offering me headphones and they're offering me to watch a show and, you know, whatever.
Frequently checking on me, are you comfortable? Does anything hurt? Blah, blah, blah. To the moment I was done. Stephanie, how can we make this easy for you? Would you just like us to bill your account, or would you like to go ahead and take care of your payment today? , to after the appointment, the aftercare emails.
Right. The memorable experience does not start in the chair. Mm-hmm. starts long before you get in the chair, and it continues to long after you're out of the chair. Gotcha.
Michael: Okay. So from contact 0.1, right? Like Yeah. Or even before that, even the, I guess number one, awareness and engagement. , what could a dentist do for number one to create great awareness and engagement?
Is that just like, okay, let's just send out Facebook ads mailers or,
Stephanie: yeah. I mean, those are both things that can happen, right? Mm-hmm. , and there's a lot of different ways. You've got organic marketing and then you've got paid marketing, right? So, organic meaning, you know, , you can grow a lot of awareness if you have, if you're young, in your practice especially, you can grow tremendous awareness by being on TikTok.
Mm-hmm. , right? Being super active on TikTok, that doesn't cost you anything. It costs you time, it costs you creativity, right? Mm-hmm. . But it doesn't literally cost you any money to create, tos, and it can totally grow awareness for. . You could do Facebook ads, you could, you know, you could do ads on any of the social platforms.
You could do direct mail, you could do oh goodness. So there's so many different things. You could partner up with an orthodontist. . Right. And, you know, assuming that your offices are somewhat close together, you know mm-hmm. , maybe the orthodontist has been in, in practice a little bit longer than you, and you create some sort of referral campaign with them, right?
where they will send out an email blast to everybody on their list saying, Hey, we wanna introduce you to our new neighbor. , you know, Dr. So-and-so, we're really excited to be in the same plaza with them. Be, you know, because they have these skills, right? Mm-hmm. and they endorse for you. Okay. So yeah, there's, there's so many different ways to do that, but there's a few ideas.
Okay.
Michael: Yeah. So those are the, like the, the platforms and the marketing mediums we can use. And then when it comes to option two or number two in this I guess like value, like this workshop basically, right? This whole. Yeah, get them on your list and get permission to email and text them. How do we do that?
How do we, I mean, I guess in the sense of like, do we offer an incentive in these ads and then that's how they click in? Is that
Stephanie: what you're talking about? Yeah. Yeah. So, you wanna think about, People are not usually super excited about giving away their personal information. Mm-hmm. . So you have to give them an incentive to do it, right?
No, nobody woke up this morning and said, I wanna get on all the email and text lists so I can be bombarded with offers all day. Mm-hmm. . Right? So you need to think about, well, what valuable contents can you give in exchange for getting that information and permission to follow up with? So this is where it could be something, it, it could be a discount on something.
It could be you could create some little package like you know, I don't, I don't know what your margins are in dentistry on the fancy toothpaste that y'all sell, right? But like, you know, maybe if you have an awesome margin on that. , maybe you can give away little little fancy toothpaste for sensitive teeth.
Right. I think I paid $40 for toothpaste.
Michael: Really? Okay. Cuz I was gonna ask you, like, let me ask you, Stephanie, what would, what would make you, like you or your family be like, here's my email, here's my, here's my number. You know, like what incentive would. ,
Stephanie: Well for me it would have something to do with teeth whitening.
Okay. Yeah. Because that's something that's just on my mind. I'm like, I need to get my teeth whitened, you know? Yeah. So if, if there was something, you know, and I don't even know how the process works, but maybe if there was an opportunity to come in and. Let's say it's a multi-step process, right? And they said, you know what?
Come in. We're gonna do step one of the teeth whitening process for you at no cost. We just wanna offer this to you. Mm-hmm. , I'd be like, yeah. Oh, okay. Here you go. Here's my info. Yeah. Right. I would do that. Now, here's the thing is that sometimes people will be like, well, that's something I sell. I'm not gonna give that away for free.
Are you nuts? and I'm like, well, this is what we call in the old days, a loss leader. Okay? This is where you are giving away something that you could sell. But if it's valuable enough to somebody like me, I will give you something that's really valuable to you, meaning my contact information, okay? Mm-hmm.
So you're asking for something that's really valuable to me. My privacy. . Mm-hmm. , give me something that's valuable to me in return. Right. Does that make sense? Yeah. Yeah. Yeah, yeah. Yeah. And if you're not willing to do that, if, if you're just like, Nope, I just wanna get your info, well, you know, good luck getting any legitimate info.
People might write something down, but it's not gonna be valid. They're not ever gonna look at it. Right.
Michael: Yeah, no, I I I love that. I love how you. , I'll put that out there because it's true. Like we, it's um, it's also the first transaction, right. That you're ever like kind of seeing with them. But I agree.
And when it comes to the phase five here, or step number five, ascend. Mm-hmm. maximize every opportunity you have to make a profit pre-plan plan. So can you break this down to us? Let's just say, cuz this happens in dentistry, right? I'm not gonna lie. Like, sometimes we're like, okay, we gotta, let's see if we can like you.
have them, let's push teeth whitening on them. Right? Or let's, let's push, uh, maybe they need instead of, um, I don't know, a crown where we can get implants or something. Right. Like just upsell. Mm-hmm. , how does this work when it comes to pre-planning? So do we pre-plan this? Like, let's just say this month of March we want to do upsell our teeth.
Widenings, right? um, and they can be trays, like bleach trays. Mm-hmm. , how would. recommend we draw this out.
Stephanie: So you, you could change it every month but you certainly don't have to. Mm-hmm. , I would think about, I, I would think about what your core flagship offer is to begin with, and then what logically makes sense as the next step.
So it's not as much, I think, when. , quote unquote pushing things. Mm-hmm. , you're not really serving your patients, right? Mm-hmm. Instead, think of it like the expert that you are. I am a doctor of dentistry and I know to get optimal dental health or , however you guys say it, , right? This is what really needs to happen, you know, to have a smile.
you see a reflection of in the mirror and you feel good about right, and to, you know, have teeth that last through your lifetime and and whatnot. This is really what needs to happen. So think about it from an expert perspective as opposed to from a sales perspective. and the sales will naturally follow.
Does that make sense? Mm-hmm. .
Michael: Yeah, I get you. So then you mentioned core flagship offers. Should we all have like a specific
Stephanie: offer always, or, yeah. I mean, but everybody does just inherently. Mm-hmm. , it's, it's probably a teeth cleaning, so
Michael: like 50 or like free or like a 50% off teeth cleaning kind of thing.
Or like, new, new patient examined x-rays and teeth cleaning a bundle, like something like that is what you. ,
Stephanie: you could do that. Yeah. The, as you wanna think of the ascension phase as like a ladder with different rungs on it. Okay, so the bottom of the ladder is that core flagship offer, right? It's the, the teeth cleaning everybody needs.
Well, what's the next step up from that? That would be a really good idea for people to also, , right? Maybe it's okay, we'll come in and get a teeth cleaning. But then really for optimal dental health, you should be using this electric toothbrush at home and this special whitening toothpaste. Mm-hmm.
So, so we're gonna have an upsell for that. Okay. Not because you're just trying to get all the money out of me, but because you're serving. . Okay. You're serving me and, and you're telling me things I don't know. I will tell you again, going back to my master market or dentist. Okay. I used a good old fashioned $2 toothbrush for 45 years of my life.
Mm-hmm. . Okay. Never thought twice about it. Then one day I went in and he goes, you know, you brush your teeth too. And I was like, how's that even possible? He goes, I don't know. I think you're taking your aggression out on your teeth . And I'm like, really? You know? And he goes, yeah, well, and it's actually causing this problem because that's why you're having this issue and that issue.
And the other thing that I, which was part of my complaint when I got in the chair, right? Like, okay, I need you to look at this cuz it's really sensitive, it's kind of bothering me, blah, blah, blah. And so in. Act of service to me. He said, yeah, you know that problem you brought up, well, it would be helped if you used this electric toothbrush and this toothpaste.
Now, for all I know, he is blowing smoke at me and he is just selling to me, but he's real good at it. , if that's the case. . I don't think that is the case though, because I got sucked into it. I bought the really expensive special toothbrush, then I bought one for my husband, then I bought one for each of my kids, okay?
Mm-hmm. , whatever, however many hundreds of dollars later, you know, with our fancy toothbrushes. I can tell you, we go into the dentist now and the hygienist will be like, oh, your teeth look fantastic, Stephanie. You know, and I'm. . Well, that's because I have my fancy toothbrush.
Michael: Okay. Yeah, yeah, yeah. Interesting.
Okay, so it's about serving, right? Yeah. Yeah. And so that's the part where we have to pre-plan, right? Not so much like, I guess horizontal, where it's like, all right, this month we're gonna do teeth whining. This month we're gonna do toothbrushes. This month we're gonna do fluoride. Right? It's not that. It's more like the ladder, like you mentioned.
Yep. Yeah.
Stephanie: Okay. Yeah, and always, always, always be service minded because if you're just out there, I mean, I, you know, when you asked me earlier, what do you hate about dentists? Okay. I will tell you, I had many, many experiences in the past where I would go to a dentist that was on my plan with my insurance and.
it, it really did, it did not feel like they were really looking out for my best interest. It did feel like they were just selling me on stuff, right? Hmm. Oh, well, you know, you need to do this and you need to do this. And like, I can tell you, the guy that I go to now there has been more than one occasion where he said, well, you know, I see something starting here, but you don't need to address it yet.
Just you. We don't need to, you know, fill this cavity or, or whatever, whatever it is. We just need to keep an eye on it. Okay. That makes me feel like I can trust him. He's not just like, oh, I see something, let's get a root canal started,
Michael: you know? Yeah. Makes sense. Okay. Interesting. And then number seven, incentivize patients to become a raving fans.
Mm-hmm. . Break this down for us if you can, because I know sometimes we can't, we can't say like, here's a hundred bucks if you leave as a review. Right. So how can we incentivize patients to become raving fans?
Stephanie: Yeah. You. it. This is different from getting reviews. This is the, the promotion stage is about getting people basically to spread the word about you more directly to a friend or family member as opposed to the general public leaving a Yelp review, okay?
Mm-hmm. . So, you know, I, there there are lots of different things that you can do e everything from, you know what, if you send us three new patients, , we'll give you a free teeth whitening experience. Okay? Or if you send us a new patient, you know, we'll send you out to dinner at such and such a restaurant, right?
It, it doesn't have to be, you know, you wanna think about, okay, how much, what is the lifetime value of a new patient to me in my. . Okay. The lifetime value is far beyond that initial cleaning cost. Mm-hmm. , right? Let's say it's, you know, well twice a year at whatever, 80 bucks to get a cleaning, well, let's say a hundred cause I can't do math.
Okay? So $200 a year. And that's just for cleanings. That's not for all the other things, right? Mm-hmm. . Mm-hmm. . So, you know, I'm sure. . I would think a lifetime value would be at least five figures of a customer. Mm-hmm. . So if you're gonna make $10,000 plus off of one patient in their lifetime, would you be able to spare a $50 gift card to a restaurant?
I think so. That's like stupid math. Yeah. . So we, we need to be thinking more long-term than short-term. And if you provide that memorable experience, people will come back. They will come back, they will want to come back. They will get on podcasts and talk about their great dentist .
Michael: Yeah. That's interesting.
I like that. When it comes to you, Stephanie, what incentive would you. Like you and your family, what are you thinking when you're like that? What if he sent me that right now? Mm-hmm. I'd find I'd make uh, I'd go get three people right now.
Stephanie: Well, for me it would be a spa day, . Ah, okay. Okay. But that might be a little weird coming from the dentist.
So why would that be weird? Why? Oh, I don't know. I don't know. Why would that be weird? That would be weird. I don't know. Maybe cuz he's a dude. I don't know. There's something weird about it to me. It just doesn't sit right. So other things that would incentivize me, you know, just things that I might not otherwise treat myself to, right?
Mm-hmm. , and again, kind of going back to what I said before, that teeth whitening thing. Now that wouldn't always incentivize me, but it's on my mind right now. Mm-hmm. , I'm like, I wanna get my teeth white. And if they said, Hey, you send us three new patients, I would call all my neighbor. I'd be like, Hey Susan, you need to go to the dentist.
Yeah, , and you need to go see him and tell him I sent you. And then she'd be like, why is he so great? Okay. Well, I would tell her why he's so great, because he really is, I wouldn't just do it to get whatever, right? Mm-hmm. , I would do it because I believe it, and then she would go and I would get three people, and then I would walk away and have my teeth whiten for free.
And I would be thrilled to do that. So if any of you guys that are listening would like to whiten my teeth for free, making an offer,
Michael: making an offer, she's in San Diego. . Okay. That's interesting. But what, let me ask you this. Would you prefer more something clinical like that, a teeth whining, or would you prefer something more?
a spa day, but it can say like, Hey, it's coming from the team, or it's coming from all of us, thank you. Or something like that. Or, or something not clinical.
Stephanie: Hmm.
Well, it feels like more of a treat if it's not clinical. Okay. Okay. So it feels it's, it's a little more exciting and fun to me. Mm-hmm. . , you know, just, you know, here you work hard, you should go get a massage on us. That's a treat that not everybody affords into their daily budget. Right? Yeah. But most people really enjoy that.
Just getting a timeout. Mm-hmm. and, you know, we live in this crazy world where we all work too much and, you know, run around like crazy people. Having an excuse to take a time out and somebody else foot the bill is pretty
Michael: nice. Yeah, interesting. That's really, really good insight. Awesome, Stephanie.
So any other piece of advice you like to give our listeners or our doctors listening,
Stephanie: I just wanna go back to fleshing out your journey. Flush this out on paper. Do not keep this information in your head. Flush it out on paper with your staff. Right. And. , watch what happens when you logically walk people through this journey, okay?
If you don't, if you don't ever document this, there are a lot of people who will get lost along the way, and every lost patience is a lost opportunity. It's lost revenue, okay? This is how you don't just get customers in the door, but this is how you keep customers for life. , and that's what you want, right?
Yeah.
Michael: Awesome. So thank you so much for being with us, Stephanie. It's been a pleasure. But before we say goodbye, can you tell our listeners where they can find you?
Stephanie: Sure. Yeah. Our company is sizzle force.com. Sizzle like Bacon force like me, the force be with you. Sizzle force.com. And if any of you would like to talk about digital marketing um, you can schedule an appointment by going to sizzle force.com/schedule.
Love to talk
Michael: to you. Awesome. So guys, that's all gonna be in the show notes below, so definitely reach out to Stephanie, especially if you wanna pick your brain a little bit more about the, the journey that we've been talking about and also the digital marketing that she does for you guys. So go to Shawn's below for that.
And Stephanie, thank you so much for being with us. It's been a pleasure and we'll hear from you. Thank you.
Minal Sampat and I have a weekly newsletter called Weekly Hacks. It's for pediatric dentists and pediatric practice owners only, and we share one effective growth hack every week to achieve big wins. no fluff, no spam, just your weekly dose of what you need to grow. Subscribe here to get this week's hack in your inbox! https://mailchi.mp/9d2a4644fd31/the-pediatric-dental-marketing-newsletter
On this week's Monday Morning Marketing episode, I'm flying solo with these main tips on how to ramp up referrals in your pediatric practice! In this episode, I'll be covering how to:
1. Provide an excellent patient experience
2. Leverage social media
3. Develop referral incentives
These are the three pillars of a successful referral system, and I'll walk you through multiple steps on each one. Providing an excellent patient experience is where you should start, making sure patients feel at home in your practice, with fun decorations, engaged team members, and positive reinforcement. Leveraging social media all comes down to ONE platform. So often we get caught up in the next best thing coming along, when focusing on one social media channel can really help you grow. Finally, developing referral incentives is a must-have for any practice looking for referrals. There are many ways to provide incentives, so get creative with gift cards, spa days, and promoting on your social platforms!
To catch these main pillars and my full breakdown of each, listen in on this episode!
Mentions and Links:
The Pediatric Dental Marketing Course Enrollment
Marvel
How to Increase Referrals Article
Unreasonable Hospitality - Will Guidara
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/affiliate/tdm !
Thank you for supporting the podcast by checking out our sponsors!
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: So we're gonna discuss how to increase patient referrals to your pediatric dental practice. Now, uh, this is very, very important because as a pediatric dental practice, you likely understand that the foundation of your practice success is built on the satisfaction and loyalty of your patients. So not only are your patients your most valuable, But their recommendations and referrals can be a powerful tool, uh, for growing your practice.
However, simply providing excellent dental care, uh, may not be enough to attract and retain new patients. So in this episode, we're gonna discuss three effective strategies for increasing patient referrals to your pediatric dental practice, along with examples of effective referral incentives and common mistakes to avoid, uh, whether you're a new practice or an established.
These strategies can help you attract new patients, build a strong reputation, and grow your practice over time.
Now the first and most important strategy for increasing patient referrals is to provide an excellent patient experie. A positive patient experience can make a lasting impression on impatience and encourage them to recommend your practice to friends and family.
Parents want to feel comfortable and confident in the care their children receive, and a positive experience can leave a lasting impression on both parents and children. So here are a couple tips to help you create a welcoming and positive patient experience number. Create a child-friendly environment, so make sure your office is clean, organized, and welcoming for children.
So consider providing toys, books, and games in the waiting room to keep children entertained and engaged. They wanna feel familiar with their surrounding, right, and they wanna feel excited about their surrounding too. So, An example of this is you can decorate your waiting room with colorful and kid-friendly decorations, such as maybe wall murals or posters featuring popular children's character, and maybe make it, um, changeable with the seasons, right?
Uh, I think something like that would be pretty, pretty good. So if it's like, okay, the, you know, the themes, Marvel movies are coming out, right? Then you wanna be able to put specific posters up or things like that, right? Things that they may be excited about, depending on your target demo. Number two is personalized care.
So take the time to get to know your patients and their families, address their concerns and questions and make sure they feel comfortable and heard a book I recommend to every single one of you and your. Team members is Unreasonable Hospitality by Will Gadara. It's a new book, fantastic book on how you can make your patients, the children, the parents feel at home.
think about this. The book says they can feel perfection. You want them to feel that, right? So you wanna personalize their. Every single week or every single month during your team meeting, there should be a way to increase personalized interest or personalized care. There's never a point in your where you're like, that's it.
We've reached the pinnacle of it. We show the most care and the most personalized. That's it. We can, no, you can always improve a little bit more. So every. Right. You wanna see, or every month, right? Or however you wanna do it. Uh, no more than a month I recommend, but like you wanna know how you can increase, show more personalized care.
An example of this is develop a patient intake form that asks questions about the child's interest, their hobbies, favorite characters. Then use this information to personalize the child's visit and build rapport with the family. Number three, offer convenient service. We live in a day and age where convenience is everything now, so provide convenient appointment times and offer services such as online appointment, scheduling and reminder systems if you're struggling to grow.
Right now. There's a trend I've noticed with a lot of practices who've kind of just skyrocketed. They were stuck and then they skyrocketed, and one of those things were that they offered convenient appointment times. They realized, look, I'm gonna have to be open on this day for this time. Maybe a Saturday, maybe a Friday in the evening or whatever, just to accommodate the family and the community.
And from that point on, they saw it scheduling. I mean, they saw it, right? Um, skyrocket. And then they adjusted, um, as they build that new patient base. But at the beginning, uh, that's what they did. So if you feel like you're, you're there, maybe do that offer co. Appointment times and services. An example is what the one I just mentioned.
Or you can also automate appointment reminders through texts and email to reduce the risk of no-shows and provide parents with a convenient way to manage, uh, their child's appointment. Tip number four, follow up with patients. Follow up with patients after their appointments to ensure they're satisfied with their experience and address any concerns they may.
So you wanna develop like a post-visit, maybe survey or questionnaire that asks parents to rate their child's experience and provide feedback on how you can improve. Quick tip on this. Here's a note on this example. If you do develop, which I recommend every single one of you need to develop or should have like something of a, how did we do write a type of questionnaire survey.
I don't think you should send it to them via digital, online, or email or anything? No. When they're checking. it should be as simple as like their 10 year old, eight year old kid can fill it out. Just have three questions on there on an index card looking type of questionnaire. And as they're waiting, they're, they're standing there.
You're asking them, oh, can you fill this out real quick while I pull up your information? It should be that simple. It should take less than 10 seconds from one to 10. How did we do write 10 being like the best they can circle. Have you given us a review or have you told us how you felt about your experience on Google Circle?
Yes or no? And then would you recommend this to a friend or family? Yes or no? If you had to and you wanted it even shorter, you can just do the first one. How did we do today? One to 10. Would you recommend this to a friend and family? Yes or no? When you see that they circle, yes. Just grab it. And I say, oh, wow.
Thank you so much. Who, who would you recommend and stay? And let them speak, then that's your opportunity to gain that referral right then and there just with this physical post-visit surveyor questionnaire. So that's what I, uh, recommend when it comes to follow up with the patients, right, right after, right, um, to gain that referral.
But at the same time, you also wanna follow up at, at, with a phone call or email, right? Or text message a couple days later too. Tip number five, train your. Train your staff to provide exceptional customer service and make sure they understand the importance of creating a positive patient experience. Now, the book, unreasonable Hospitality.
Let them read this and think about this point. Train your staff. When you train your staff, I think you should gift them that book as well, because that is going to show them, okay, I have to go. Above the above and beyond for the team here, for the customer. The patients here as well, and they're gonna feel it, right?
Uh, a good example of this is you wanna conduct regular staff training sessions that focus on customer service skills, such as active listening, empathy, and problem solving. Every single one of your team members should be having this, right. If not, you can lead them and guide them to do it. And if they're still fighting you, it also kind of does fall on you because they shouldn't be in there either.
They shouldn't be on your team anymore, they should be doing another industry, doing something else or some whatever, right? It's up to you to build this type of team, but every single one of 'em should have active listening, empathy, and problem solving to provide a really, really good patient experience.
Tip number six is use positive reinforcement. Now, uh, you wanna do that to encourage, Behavior and help children feel proud of their dental care. I don't care if they have a million, so many cavities, all these things. The parents did a horrible job at bringing up their teeth or brushing their teeth or whatever.
You should be able to find a compliment every time you see them all the time. Hone in on that, right? Make the children feel proud if you shame. Or say what's going on? So they will remember that feeling and experience and so will the parent. And then that's when the downfall starts. Like, oh, I gotta go to the dead.
Oh, we got, but if you are proud, right? You feel proud for the child, uh, despite whatever thing you're saying, find something to compliment them on. They will remember that feeling too. primarily so do. Example, provides stickers or small toys as rewards for children who behave well during their appointments or demonstrate good dental hygiene habits.
Uh, so do that right now. Strategy number two. the one we just reviewed right now, that was strategy number one, provide an excellent patient experience and we provided six tips on how to do that. Here's strategy number two, leverage social media. Now, social media guys is an effective way to increase patient referrals to your pediatric dental practice.
It allows you to connect with parents and caregivers in your community, share valuable information about your services, and promote your practice to a wider audience. So here's a couple tips to help you leverage social media effect. Number one, choose the right platform. So determine which social media platform your targeted audience is using and focus your efforts on that one platform.
So Facebook and Instagram, they're popular choices for pediatric dental practices. Now, I'm much rather you choose one platform and stick to. And give it all you got with content, with engagement, with all these things. Then shiny object syndrome, and you're like, okay, there's TikTok, it's coming out. Oh no, and now there's a Instagram something else, right?
It's coming out, A clubhouse is coming out. All the no. Pick a platform, stick to it, grow it. Make sure it serves its purpose, where it's like we are now effectively getting the results that we want from this platform Times. Then once you're there and you feel like you're a pro at it, yes you can maybe expand to another platform, right?
Let's go to Pinterest. Now, let's go to something. But it starts off with choosing the right platform, right? So if you're targeting parents of young children, then Facebook may be more effective, for sharing information and engaging with your audience. Cause remember, your target audience isn't the children.
Uh, it's the mom and the dad, the parents, right? That's your target audience. And. Maybe you can join these Facebook groups, right? Dedicate seven, 10 minutes, uh, once a day if you want to just fully be in there, engage with people. And that leads to tip number two, share engaging content. So share informative and engaging content related to pediatric dental health, such as tips for preventing cavities or videos explaining dental procedures.
We have a couple members in our pediatric dental marketing course who do this. Explain, uh, dental procedures in a fun way, but simple. And it eases the parents cuz they're like, oh my God, how is this gonna look at my par? How is this gonna look at my child? How is this gonna affect, how many minutes is this gonna take out of the day?
How will they look after the child? And they simply explain these videos real quick. I'm talking about like one day they'll sh they'll uh, share a video of how. A post-op procedure looks right for a child, or Invisalign for ortho, right? For a child, or the first step, the second step, the third step, right?
How does a free consultation look? It's things like that that you can share and they'll feel comfortable with it, right? Tip number three, encourage engagement. So encourage parents to engage with your practice by asking for feedback or opinion. Responding to comments and messages and sharing user generated content.
So an example of this is post a photo on Instagram of a child smiling after a successful dental visit, and maybe ask your followers to share their own success stories in the comments. Remember, when you were a child, how did it go? Ask them right. Number four, utilize paid advertising. So consider utilizing paid advertising on social media platforms to increase your reach and attract new patients.
An example is maybe you wanna create a Facebook ad campaign targeting parents in your community who are interested in pediatric dental health. Now you get so specific with paid ads now on Facebook. So it's very, very important you know, how to utilize, um, and leverage social media effectively, especially paid because you can go down like a, a weird type of like rabbit hole.
you're not targeting the right audience anymore. So it can get logistical, can get, um, very specific. So Manal Samat is fantastic for that. In our pediatric dental marketing course. She teaches all the members, everybody else exactly how to utilize paid advertising from Facebook all the way to, uh, Instagram and, and other platforms, right?
She's a social media. Person on our team, and she's the one who, you know, offers comprehensive training on social media marketing, specifically tailored to pediatric dental practices. Uh, we give you step by step instructions and practical tips. I mean, the course can help you develop the social media strategy that engages your target audience and promotes your practice effectively.
You're gonna gain incredible, valuable insights and skills that will help you leverage social media to increase patient referrals. Attract new patients to your pediatric dental practice. Also in the courses, all ground marketing stuff, everything, all my strategies are in that course as well and I continue to add to it as well.
So I wanna put a link to the pediatric dental marketing course in the show notes below. Now we just covered, uh, that was strategy number two, leverage social media. Now, strategy number three. The final one, develop referral incentives. Now, referral incentives is an effective way to encourage existing. To refer new patients to your pediatric dental practice, referral incentives can take many forms, such as discounts on services, gift cards earn entry into a prize drawing.
So here are some tips to help you develop effective referral incentives. Number one, make it super easy for patients to refer friends and family by providing referral cards, maybe email templates or social media. An example is develop a referral program that provides patients with referral cards they can hand out to friends and family members.
The referral cards could offer a discount on services or a prize drawing entry for each new patient referral. Let's make it super simple, right? You've seen it on Facebook, you've seen it on Instagram. Share this, right? Have them share it. Follow us for this, right? Follow. Make sure they your they're friends and everybody follow you.
Mention your name right? Then they can just mention their name, but make it super simple. Number two, offer valuable incentives. Now, incentives need to be valuable to your patients, and you want these incentives to motivate them to refer others to your practice. So you can offer a discount on services or a gift card to a popular local restaurant as a referral incentive.
Now, great way. For you to hype this up is a month before. Let's just say today is April, right, or we're in April. If you wanna do this in May, start now. As soon as you're done with this episode, if you have an Instagram, go on your Instagram story or your Facebook and make a poll. Would you want a $200 gift card or a hundred dollars gift card to this restaurant or a spa treatment for the day?
And then just ask them which one to pick, right? That. Which one would you prefer? And you will see people boom, boom, boom, involved in that poll. People who've never liked any of your posts involved in that poll. And then now you know I'm gonna use that as an incentive now, and then you can promote that incentive, which goes with our number three tip on this.
Promote the incentive, promote the referral incentive on your website, social media pages, and in-office marketing materials to increase awareness and encourage participation. Now that you've done your research the month before and you're like, okay, 90% of people wanted that spa treatment, guess what? For the first person to refer three people or whatever, you will get this.
You're entered to win on this spa treatment, or you'll get this spa treatment for the first person to refer three people, right? Make it like that so people are on it, and then boom. You will see people are like, oh. And then you do that the next month too. You say, you make another poll and say, Hey, would y'all want, um, you know, this restaurant or this other experience?
And then people are gonna start to catch on and then they're gonna say, oh, I'm gonna pick that. And I know this is a referral incentive, so I'm gonna already have three people on my mind ready to go. Um, and then boom, boom. That's how you can. That's part of promoting it, right? You can also promote it on your website, social media, all that stuff like that.
once the incentive, um, is decided and you want to go live with it. And number four, you wanna follow up with patients who refer new patients to a, to your practice to thank them and offer additional incentives for future referrals. So maybe send them a personalized thank you note to patients who refer new patients to your practice and offer them an additional incentive for each of sequin referral maybe.
Maybe one. One incentive is like, um, a spa treatment, right? And then, you know, they get the spa treatment and you're like, what? I got another spa treatment for you and your significant other, or somebody else. Oh my gosh, that's fantastic. They're gonna love you even more. They're gonna be your ambassador at that point, just always talking about you.
So over deliver if you can. So these are the three strategies you can do it. And I'm gonna put a link. In the show notes below that, dive deeper. On the incentives that you can create, because incentives are important, right? You wanna make it easy. And in the article that I'm gonna put in the show below, I, I'd give you more incentives like a family fund, pack, the zoo, and things like that.
Gift card to local businesses, raffle prizes, examples. Uh, we also talk about, um, valuable incentives, such as like the exclusive content that they can get from your practice. Discount on services. Maybe some people care about social media, shoutouts, stuff like that. And then how to promote the incentives.
Well, we discussed that in the article too as well. But all this guys, all this can be found in the pediatric dental marketing course. Uh, so I'm gonna put a link to that in the show notes below. We will be opening up enrollment to that course coming up here pretty soon, so I'm excited to let you guys know that.
But at the same time, I'm excited to see many of you who've been on the wait list ready to come on. And at the same time in that article, I also provide you with a chart or like a table that you can use to track your progress and adjust your referral strategies. Because remember, you can't really grow what you don't measure.
So you wanna measure what's working. Is a referral program working? Is a social media program working word of mouth, patient reviews, what's working, what do I need to put more effort and invest more time, maybe more money in? And then what is not working as much where I can just, you know, scale it back a little bit.
Put more energy in something else. So go make sure you download that. It's gonna be in the article as well, and give it a once over in that article, as well, because that's a really, really important article that provides you guys with much, much more information. Um, but if you want all the information than, like I said, join the pediatric dental marketing course.
Uh, so yeah. Thank you guys so much for tuning into this Monday morning marketing episode, and I'll talk to you in the next episode.
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
[Click here to leave a review on iTunes]
Guest: Simon Chard
Practice Name: Rothley Lodge Dental Practice
Check out Simon's Media:
Instagram: https://www.instagram.com/drsimonchard/
Other Mentions and Links:
BACD - British Academy of Cosmetic Dentistry
AACD - American Academy of Cosmetic Dentistry
Interview about appearance on Dragon's Den
The Daily Stoic - Ryan Holiday and Stephen Hanselman
How to Invest - David Rubenstein
The Almanack of Naval Ravikant
Unreasonable Hospitality - Will Guidara
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- It's not about what you want to post on social media, it's about what your viewers want!
- Getting outside your comfort zone is the only way to grow. Keep this in mind when second guessing that next step!
- Success is never earned through constant succeeding, it is always achieved through failure instead. Failure is an important part of the process!
- If you're enjoying the journey along the way, then embrace your hard work and ambition!
- If your only driving factor is financial, the passion will eventually fade. Be sure to work towards your other fulfilling values and goals.
- There is a season of life where saying YES to all opportunities can help you grow your network. Don't forget about the season of saying NO to opportunities to prioritize your values though.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Our Sponsors & Their Exclusive Deals:
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/affiliate/tdm !
Thank you for supporting the podcast by checking out our sponsors!
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: simon, how's it going? Very well, mate. Thank you for having me. No, man, thank you for being on. We truly appreciate it. If you don't mind me asking, where are you
Simon: located? I live in Sur, so just south of London in the, in the suburbs.
Michael: Okay. Did
Simon: you grow up there or no? Yes. Yeah. Yeah. I've grown up in this area, so it's, it's a nice place to live. It's. Countryside, but it's about a half an hour commute into the center of London, so it's a nice mix of the, the, the busyness of the city alongside some nice outdoor lifestyle. Nice.
Michael: If you don't mind me also asking, like you, where you're at right now, is that your home or is that your
Simon: practice?
Yeah, it's my home. It's my my dining.
Michael: Guys, man, he's in a mansion. This is it. This is the west wings of his . This, I'm excited to have you on Simon. If you can tell us a little bit about your background. Tell us a little bit about your past, your present, how'd you get to where you
Simon: are today? Yeah, sure. I mean, I'll start at the beginning, I guess.
So I'm, I'm from a, a family dentist, both my parents and dentists. My parents bought their clinic together six months before I was born. That's the same practice that my wife Megan and I bought from them back in 2017. So there's a sort of generational lineage of dentists there. I always joked that there was a, a, a mirror and probe in the cutlery draw when we were growing up.
So it's yeah, sort of in the blood. So that was my path. I actually went and did a different degree before going into dentistry. So I did a, a degree in pharmacology, so in drugs first, and then did my training at Kings College London, in dentist. Basically as soon as I foundry, I found my passion.
I found what I feel like I was meant to do. I never looked back. From that point. I was very lucky at Kings to have a, a variety of fantastic professors who sort of pushed you to compete. Even from an undergraduate sort of student level. And that meant that by the time I qualified as a dentist, I already had a pretty solid cv pretty solid sort of background of awards and prizes and experience, which meant that I could sort of hit the ground running when I qualified,
Michael: man.
And then you already had your own practice and then right now I know you got your hands in a lot of things. . I also follow Kyle. He's been on the podcast before Stanley, right? Talking about Pearl and everything. And so I saw you and I was like, they're out here doing a lot of moves, man. Like, so what do you got going on right now?
Simon: Yeah, I mean, it's, it's a busy, busy year. So yeah, obviously I run my own practice. It's a. Seven surgery practice with about 30 staff members now. So that's going very well. That's growing, growing rapidly. Primarily driven just through sort of organic social media and organic word of mouth. Not a lot of paid ads currently.
I'm the president of the British Academy of Cosmetic Dentistry, so that's the, the biggest academy of dentist in the uk. Similar obviously to the A A C D in the. . So I'm the youngest ever president of that academy. And I also own a uh, a co-owner. Plastic free next generation oral care brand called Parlor which is in all the major supermarkets and, and stores across the uk.
yeah, is doing very well. And we've got our whole, whole team running that alongside it. And then recently, this last month, I won um, I was, yeah, voted. The dentist who's had the most impact in dentistry in the UK in 22 by Dentistry Magazine. So that was quite a nice award to win as well. Yeah.
Michael: How does that work? do you, I guess, like submit or they just like randomly pick, you're just like, oh, I'm it, you just see your face on the thing or? Well,
Simon: it, it, it wasn't even a, it's the first time they've done it. They've based it off the sort of Time Magazine person of the year award. Mm-hmm. , and.
Uh, Because it didn't exist. There was nothing to apply for. They as a, as a committee of sort of industry experts, came together and, and analyzed all of the high profile individuals in the market. And very fortunately, and they're very grateful to say that they, they chose me, which is, yeah, it's nice yeah.
I mean, running all these things, Cool. And it, and oftentimes it is really cool cause you get to win awards like that. And we've had some amazing experiences with with Parlor. Like we were on the dragons Den, which is Shark Tank in the uk. So we were on national TV with that. So it has, its amazing sort of really peaking exciting moments, but it's also, a lot of stress and spinning the plates can sometimes all go a bit crazy, especially as I've got two young kids as well.
Throw that in the mix and it all gets a little bit saucy sometimes. .
Michael: Ah, man. So you got a family too, real quick. Simon, how
Simon: old are you? I'm 36. Okay,
Michael: man. Yeah, you got a lot of, you know what I mean, like everything going on. And we'll dive into that in a little bit uh, later on in the episode. But if we could rewind a little bit, you did a degree in pharmacology.
Why did you go that route?
Simon: Initially. Strangely enough, I think I, I listened to my peers at school and there was this one kid who said, oh, you don't wanna do what your parents did. That you, that's really lame. For some reason, that stuck in my head. So I just always discounted dentistry as something I wanted to do.
And then actually when I got to my first university to study in pharmacology, coincidentally, my, my roommate was training to be a dentist. And I saw the community that he had and the practicality of being able to use your hands alongside, science, which I've, I've always been sort of fairly good at.
I sort of saw in that first term at university that really dentistry is what I should be doing. Thankfully in the UK you can complete your degree and then miss out the first year of dental school. Cause a lot of it's just sort of basic science. . And so basically I did a fast track into dentistry from there, which, which worked out really well.
And, basically I did a lot of my partying in the first degree and then really got my head down and got to work on my dental degree, which for me worked, worked really well.
Michael: Yeah. Okay, nice. So it's interesting you, did your parents by any chance say like, nah, Simon, like, I don't care what your friend said, like, trust me, we, this is a good setup right here or something?
Or, or were they Yeah. Do what you.
Simon: No, they were children. I mean, they, they, they never wanted to push me or my, my siblings into anything we didn't wanna do. So from that point of view um, they, they sort of let me make my own decision. I also think, to be honest, that I, if I had gone against, at that first degree level, my grades probably wouldn't have been good enough.
I didn't, I wasn't parti. ambitious or academically talented at school? Cause I didn't really have any, any focus or any drive. And actually it was, it was when I'd started at dental school, that was the first time that really sort of felt that I found my groove and and I actually started excelling and yeah, won of these awards and came top clinically in the year.
And so, I, I, I'm not a sort of serial, a serially successful. I wasn't at that stage a seriously successful individual. Whereas now, sort of I'm hyper ambitious and, and driven, which is yeah. Very different than I was as a teenager.
Michael: Yeah. Yeah. Cause I, I feel like that's um, once you found, right, this is what I wanna do, you went all in right.
And became ambitious. So kind of like right. , you're like, I'm, I'm, I'm finding things that I want to do and I'm going all in. Right. And it's, it's making you, what's the downside of that? If, if you can let us know, like, Hey man, it's great to go all in, but then this could happen
Simon: if there is a downside. Yeah, no, there's definitely a downside.
I mean, I, funnily enough, my wife and I were talking about this on the phone as, as I was driving home from work that I just, I, I can't switch off. So there's always The next idea, the next business opportunity the next product that I'm creating with Parler, the next thing I wanna do to grow the practice.
It's a constant state of progression and flux. And, my view on that is as long as you're enjoying the journey, then keep on driving and be as ambitious and shoot for the stars as as big as you wanna go. If you are grinding out and hating the journey, then sometimes enough is enough and you, you.
You need to be grateful whilst being ambitious. And I think it's finding that balance between gratitude and ambition that's quite difficult for, for of type A driven entrepreneurial individuals. But I think for the, for the younger clinicians listening, I have this type, I, I don't think I made this up.
I think I heard it somewhere, but let's just say for this, for this call, I made it up. Was that I said yes to everything in my twentie. And said no to everything in my thirties. And for me, that worked quite well because when I first qualified, I said yes to every opportunity that was presented to me, whether it be a speaking gig, doing lecturing going to an event where I didn't know anyone.
It was really awkward and I really didn't wanna be there because I wasn't a naturally sociable individual at that stage. Whatever it was I just said, yes, yes, yes, yes. And what that meant was I just created this incredible network. I met so many people many of whom became future mentors or future employers because I worked in, in multiple different practices before coming in full-time to my own clinic.
And so by saying yes to everything, I've got this incredibly broad experience. However, if you let that go of forever, then it becomes unmanageable and, and you. Especially when you have kids. So in my thirties, I've now tailored it right in and I'm very, very selective with what I say yes to. But I can only do that because I've got the I've built it from that solid foundation of a network of guys from industry as well as sort of high profile dentists and, and people sort of who were the movers and shakers of, of our industry, I guess.
Michael: Gotcha. Okay. So you mentioned about the journey. , you gotta enjoy the journey. Um, Make sure you, you love it. How do you know Simon, when you're just in a road bump in the journey and you're like, oh my God, this is a headache. I hate this. Or how do you know? It's like, I'm not enjoying it anymore at this point.
Simon: Hmm. That's a difficult question. I mean, I, I, I think you've gotta know why you're doing things and. What your ambition really is. If, if you're just doing it for money, for example, then that will fade and you will, it will, you will lose your passion for it. If, if the only passion there is the financial recommendation, then I think it's very easy to get jaded then to lose, to lose that.
It's a personal thing at the end of the day. I mean, some people love dentistry, some people hate dentistry. Every job has its pros and cons. And I think we're very fortunate to actually do something that is genuinely meaningful for our patients and that we get a lot of satisfaction from.
But clearly it has a lot of a lot of negatives as well, because there's still such. Massive issue with mental health within the profession. So I think it's really important that, that people don't just keep on driving because they think they should love it. Maybe taking some time away. So actually create a bit of open head space and then coming back to it and seeing if you actually want to go back or if you wanna move away from it.
Michael: Hmm. I like that. Creating open that space, right? Like have you had to do that where you're like, oh man, I need to take some time, sit here and really think. , am I gonna drop this or am I gonna keep this?
Simon: Yeah, absolutely. I mean, obviously I have, the beauty of dentistry is that you can. Toggle up and toggle down the number of days that you're working quite easily.
So I've done that. Clinically, I only work three days a week clinically. Now, the other two days I'm working on sort of more entrepreneurial endeavors. And so I've found a, a lovely balance. Certainly if I was still working six days a week clinically now, I don't think I would've been enjoying my job half as much as I am doing now.
. And even saying that sometimes it goes too far. I'm, I've got inbound emails coming in all the time, and if I'm in a three hour surgery placing implants, I'll come out and have 30 emails in my inbox. That's quite stressful, . and quite difficult to manage. So, I think it's important to create space the way I manage that.
As I, as I try to travel as much as I can. Do, I try and block out times in my every month where. I'm just gonna be at home. I'm not gonna be doing any social stuff. And I'm just gonna be chilling with my family. And then around every six to eight weeks, I'll make sure that I'm going away somewhere to travel.
Try to do a sort of as much of a digital detox as I can do. I'm obviously fairly active on social media. It's how I've built up a lot of my profile, and that's how I still get a lot of my patience. But social media can be obviously, A dopamine overload and, and very much or consuming if you don't know how to control it.
So switching that off, controlling that so it doesn't control you. I think all those things were super important.
Michael: Hmm. Where was the point in your life where you realized you had to do that? Where you're like, man, this is it. The I need a something, right. Something different.
sometimes it can happen where it. You're, like you said, you're talking with your, your spouse, right? And then the af they're like, man, you're always doing this. You're, you're on social media, you're doing this. And then you realize like, I need that dopamine in the morning. I'm waking up at night.
I'm going to sleep. I need to check it in the restroom. You know, all this stuff. So it's kind of like, when did you realize I'm going down the wrong, wrong path.
Simon: I think, I mean, I, I think I, I dunno if I've really cracked that yet, to be honest. I think I still have that dopamine addiction and I think I just constantly want to be moving forward. And when you have the capability to look at your Shopify account, On your direct to consumer business to see how many sales you've had, look at your emails to see if you've landed that new retailer listing.
Look on your Invisalign like doctor site to plan your cases. Like there's, there's so much now that you can do all the time remotely. I think certainly for the last five years where I've been running the startup, been a, on the board of the b, c, d and running my own practice. . During that whole time, I've really tried to, to control that inbound.
And for example, I've not gone on TikTok intentionally because I just don't want any more, any more things to check and I know, cause I'm, I'm fully, I'm sort of all over the latest things in social media and I can see the monumental power of TikTok. And I'm not saying that other people shouldn't go on it, but I've grown my business on Instagram.
It's been very successful for me. But, I've kind of take, pulled back a bit from where I was in that, like, like five years ago. I been posting every single day grid, post, post, post stories, every, like, just going like really hard on it. Whereas now I think, I feel like I've, I've, I've got to a certain level of achievements so I don't need to continuously prove myself.
And so, I've tried to pull back from it a bit more than I have done previously and really focus on just delivering sort of a few nuggets here and there in essence. Hmm. I like
Michael: that. Where does that come from, where you feel like you need to continuously or what you felt like you've had to prove yourself?
Simon: I don't know, to be honest. I think I've, I think I've been like that since, since dental. . I think uh, I mean I have, like anyone had, a reasonable amount, amount of form in my childhood. My sister had cancer when she was seven, which was a, a major, sort of seminal moment in my childhood. Mm-hmm. , um, and obviously in hers.
Thankfully she survived and, and it's, it's healthy and well and has, has two kids of her own now. But she was in hospital for six months. It was, it was a serious, incident. , for the whole family. And I think for me, age nine at that time, obviously I had in essence lost my parents as they were sort of looking after my sister.
I think that there's probably some, there's probably some, internal sort of desire to be seen if I'm gonna. Heavily myself to the max here. but um, I think the end entrepreneurialism and business is a passion of mine. And so I be as successful as I can do, as I can. And I derive my satisfaction from, from being a man and, and working in our industry.
Really. Yeah,
Michael: man, that's, sorry about your sister man. Like that's really um, light bulb a a light bulb moment. You know what I mean? For, I think myself, for a lot of us, like in essence when the parents' attention goes, you know what I mean? To like a one full kid. I never thought about that Simon until you mentioned it.
Like mm-hmm. You kind of do lose a bit of your, you know what I mean? Like your, the attention you, not a little bit, a lot of, bit of your, the attention from your parents and, and that does stem where you're like, I need to, I need to work harder now for their attention. . And so you feel like that's where it kind of, from that point on and still, and then obviously magnified way more in dental.
Simon: I'm sure, I'm sure it's played a part, but I mean, I think the thing is with success, when you, when you taste a bit of success, you won that success again, right? Mm-hmm. . Um, For example, I won best young dentist in the country in 2015, and that was an amazing award to win. But then I was like, right, that it's like gold medal syndrome, isn't it?
It's just you, you, you get that big peak of dopamine and then you have the reverse crashed the same way, and then you want to go again to get up to that same level. And that's why I say it's so important that you're enjoying the journey, because if you are only striving for that one moment of success, it's so fleeting that actually it's, it's probably not worth it.
Whereas if you're enjoying the journey along the way, as I do with entrepreneurship, I mean building a brand, building a profile, building businesses, that's just play for me. That's fun. And so, I don't look at that as being like, oh God, I've gotta listen to this podcast, or I've gotta come on this podcast with Michael tonight.
It's, I, I, I just look at that as fun because I like to, I like to meet new people. I like to talk about experiences and, and all the the various components that make up running a business in, in 2023. Yeah.
Michael: No, man. Yeah, I appreciate that. When it comes to the moments of success that you were talking, What would you feel so far is not worth it when it comes to striving for, and maybe you see it on social media where people are like, yeah, you gotta do your own startup.
You're gonna love it, and maybe you wanna let them know like, no, not, not everybody's meant for this or not everybody's meant for that kind
Simon: of thing. I mean, I definitely agree that not everyone's meant to be a startup entrepreneur. It's incredibly. , especially building a, I think you call them CPG brands in the us right?
We call 'em Met fm cg, but consumer package goods like Parlor. Mm-hmm. like toothpaste. It's such a competitive market and you're constantly fighting uphill. You're fighting against the biggest brands in the world. You can leave her and part of Pro and Gamble and Colgate. These guys have got some serious money behind them.
And so you constantly feel like you're running up a uphill treadmill. And the girl posts are always changing, especially doing it through a pandemic and, and now going into a recession. So it is, it is a rollercoaster emotion. I think if you don't have a solid support structure around you, then it's not surprising to see so many startup founders have mental health issues.
I couldn't not do it. Like I just have this fire inside me where I, I, I can't not execute on my ideas, and I have a million ideas every single day. And so I had to actually execute on one of them. And I'm really proud with Parla that actually we, we've, we've done it. I mean, we've landed on, we're in over a thousand stores in the uk.
We've got tens of thousands of subscribers online. So even if we fail from now, . I feel like we've achieved what we set out to do. And I've sort of actually made a difference with this idea where, I mean, the reason we created the brand is that 20 billion toothpaste tubes made a single use plastic end up in landfill or the ocean every year.
That every tube of toothpaste you never use still exists somewhere on the planet. That's why we created a brand. So it's a plastic. Solution. And a zero waste solution as well. So I feel like I've made that positive impact as well as creating what is a really cool brand and also disrupting an industry that is in dire need of disruption.
Gotcha. Wow, I
Michael: didn't know that. So Parlo, what, why that name?
Simon: So parlor means Pearl in Swedish. And we felt that the Pearl was the perfect representation of what we were striving to do as a brand. Obviously we're designed by a dentist pearl, white smile and then also the pearl of the ocean.
We created the brand really to protect the ocean from single use plastic. That's my happy place. That's where I derive the most joy is when I'm on the ocean, in the ocean by the ocean. And to see the, the level of devastation of single use. Across the world. I mean, anywhere I travel, I see microplastics all over the beach.
I just don't wanna see that get worse for, for my kids. And so Parla was, was the, my thing that I could do to actually, to actually make a difference in. I mean, it's dentistry small, but toothpaste. Everyone in the world uses toothpaste in these single use plastic tubes. So it is a big way that we can make a difference as dentists.
And so, yeah, hopefully that'll be part of my legacy.
Michael: Yeah, man, that's nice. That's beautiful. And so I kind of wanna rewind a little bit. You talked about your, your practice, right? The, the one you currently have, 30 staff members. Yeah, you have 30 staff , and so there's nine operatories, right? 7, 7, 7. I'm sorry, seven operatories, 30 staff members.
Do you, let me ask you the positions of all them, you don't have to explain all their single positions or anything like that, but how does that look? 30 staff members,
Simon: Structurally? Oh no, you're asking, I mean, I guess we've got about.
10 to 12 clinicians but obviously part-time. And then around four or five hygienists. About five receptionists, again, part-time. Two practice managers and to treatment coordinators. . obviously those figures probably don down up to 30, but you get a rough idea on, on what the split's like.
Michael: Gotcha. And so you solely run it, or you, and, and your wife is like the COO or how,
Simon: how does that look? My wife's a dentist as well, and but yeah, she is, she's best basically the uh, the COO because, obviously with everything else that I'm running , I'm more of the ideas guy where youth more operationally working alongside our practice management team to make sure everything runs, runs smoothly.
Okay,
Michael: that's good. And so you mentioned you grew it, or actually, lemme ask you, how many new patients are you getting a month if you
Simon: Roughly No. Uh, About 50
Michael: 50. Okay. And so organically you grew this through social media, right? They people are finding you through social.
Simon: Yeah, so I mean, it's a nice it's a nice setup in the practice where obviously my parents have been there for 35 years.
They grew it from a one surgery to a five surgery practice, and then we grew it from a five surgery to a seven surgery practice with a an additional scanning room and, and training center as well. And so it has this nice base of a local reputation, uh, with a large patient. . But then on top of that, obviously I've brought in the specialists, the technology, the cerec, the iro the, the focus on cosmetic and implant dentistry.
So, I, I've brought in all these additional additional offerings, which means that we can service all of those existing patients with additional dentistry. But then on top of that, yes, I mean, . I mean, my following on Instagram is nothing, nothing major. It's only about 27,000. But I've been very successful in certain instances with working with influencers with them still paying for treatment but only re receiving a, a discount in exchange for some activity.
And that's led to a lot of organic growth of patient demand. I think also because I was on Instagram, Ly very early on, just because photography's a passion of mine anyway, I sort of leveraged on, on most of the alpha of Instagram, if that makes sense. Mm-hmm. , um, before now, em, it's incredibly saturated.
Now. Everyone's doing Invisalign whitening and bonding on Instagram, certainly in the, in the uk. But it still drives patience and, and still I have patients coming from around the UK around the. Flying in to, to have the dentistry because they like, my specific style of dentistry, which I, which I, I was, I was talking about this um, on another podcast recently, I think about the fact that the thing that I love about social media with dentistry is that actually by the style of dentistry that you do, you attract a certain clientele of patience.
So my style is very much A natural aesthetic. So my patients in general want to have a beautiful white smile, but they don't want anyone to know they've had their teeth done. Whereas there's certain areas of the country and certain dentists who, who carry out more sort of flay dentistry where there's less texture and more flat in size ledges and less translucency, and they, those patients almost want everyone to know they've had their teeth done, if that makes sense.
Mm-hmm. as sort of like, A show. And so, I don't really get any of those, that second group of patients, I, I only get the patients and they, they always say to me, I've come and see you because I like, I like the style of dance. You do. I like how natural it looks, et cetera, et cetera. And so that's just a really nice self-selecting vehicle for my patients wear.
They already know me from a personality point of view. They've, they've seen my profile online and they've, they've seen me talking to the camera, et cetera. But then secondly, actually the clinically we're on the same page as well. that point of view, it's worked quite well for me.
Michael: So then what can you give us as far as like, advice when it comes to, Because you've seen that, right?
Where people are like, man, Simon, I'm trying to grow my Instagram page, and I have like 105 and it's just like, you know, other dentists following me, but I want like my community to follow me, you know? New patients to get new patients from it. What do you recommend we do from like, if you can give us instructions to start from this point and continue to try and grow.
Simon: Well, whether or not Instagram or TikTok is the right place to do that, I would probably say TikTok now, given how much more reach you can achieve, after obviously just saying that I'm not on TikTok, so I mean, that's fairly hypocritical, but that is, that is, that is the truth that TikTok is the place that you should be playing in right now.
I think the key thing with social media in general is you need to be not thinking about what you want. You wanna be thinking about what the viewer wants. And so when you are producing content, Think about who you are producing that content for, and then create contact content that's gonna give them value for the things that they want.
So, . Instead of just putting up a before and after, for example, fine put up a before and after, but then add onto that, right? This is how I did this. These are the steps. This is what's involved. Try and give more behind the scenes, more real stuff. Not, not necessarily reals, even though reals is what you should be doing, but mean more real content as in more behind the.
I think the best way to be successful on social media is to be true to who you are as an individual and just be as honest and real as you can be. Because I think people fall into the trap with Instagram density, where they try to just replicate what they've seen has been successful with other individuals, and then all that happens that everyone just starts looking the same and it just gets very, very dull and boring.
I think the more you can be yourself and unique to you and your own values and your own personality, the the more you'll cut. . So I think by following those two things of thinking about what value you're providing to the consumer and to the viewer, and also just being true to who you are as an individual, that's the way that really should be thinking about the content.
And then you just need to be doing it at scale. I think people are too sort of blase with, with how they how they produce their content. When I was doing it properly, I was having someone in every single. For a whole day to generate that content. And it was, it was a serious operation and we were looking at what was working, what trends were working, what, what was successful, and then putting our own spin on it.
And, and as I say, trying to add value to the consumer with with the way we delivered it. And, and that worked very well for me. And I think if you were to implement that on, and I've seen this with lots of young guys in, in the uk, they've done, they've been incredibly successful with. If you can mass produce and batch produce that content, then it can be really efficient and you don't have to think about doing it every single day.
You can, preload your posts using Buffer or later or something like that, and just have them running and then you, you can just sort of set it and forget it. . I say that, but then you really need to be engaging and communicating with your community if you want to grow it. So you, after it's posted, you probably do need to be on there.
Liking, commenting and communicating.
Michael: Gotcha. Do you still do that right now? Do, are you like having somebody once a month come in or No. Gotcha.
Simon: Okay. You right now, I'm, I'm very lazy now. ,
Michael: you ain't like you're doing a lot, man. You know, that's what I'm thinking. Like, I feel like you're doing so much that you can kind of like take pictures, you know what I mean?
And it's just on your
Simon: own. Share it. Yeah. I mean, I think I, like, as I say, I, it's probably not the right way to be because. I think this is like the classic pathway of like Blockbuster and Kodak where they become very successful and then they die because they haven't adapted with the times. I'm certainly doing that at the moment, but I think at the same time, you've gotta just, you've gotta look at the realities of your own life.
And for me at the moment, the most important thing for me is I've got two young kids and I wanna be spending as many hours of the day in the week as I can do with. . And so something has to give and I have to be respectful of my time and, and not push myself because I know, just because I know I can do something doesn't mean that I should do it.
For example, I know that I would smash on TikTok if I really went through it properly and sort of producing content at scale, but I also know that's gonna take me a day, a day, a month, and I literally don't have a day a month. my diary is I have a pa, a personal assistant, and. It's literally blocked out by the minute.
I mean, there's no, there's no room anywhere . And so that doesn't mean that I, I neglect my, my health or my family or anything like that. It just means I've blocked out my gym session every day. I've blocked out a therapy session. I've blocked out meditation. I blocked out family time where I'm not on my phone.
But if I'm gonna add anything else into. Then something has to come out and at the moment there's nothing really need to come out to add that into.
Michael: Yeah, man. Simon, you've, you're very aware, right? Like of your time, you're very aware of like your very specific, why, how did that come to be?
Simon: Well, I think it comes back to learning where to say.
and being, being respectful of your time and actually knowing what your val, what your life values are. I mean, my, as I say, my, my main focus is that my family is everything. I will never get this time back when my kids are, at this age. And once it's gone, it's gone. And I, I've heard so many successful individuals say that their only regret is that they didn't have enough, they didn't spend enough time with their kids when they were.
So that's my main focus with regards to my personal life. With regards to my professional life. I'm very, very clear now on what my values are with regards to that as well, which is that I only want to be doing stuff that I enjoy and that I feel is meaningful and I only wanna do it with people that I love.
And so that's how I make my decisions on. on how I move forward is that I, I, I don't, I have to be very, very careful with what I say yes to. And if it doesn't help me with one of those things, if I'm not doing it with people that I enjoy spending time with, if I don't enjoy it, or if I it's not allowing me to progress with something that's meaningful in my life, then I'll just say no to that opportunity.
So, for example, if a brand that I'm not particularly keen on, gets in touch with me and asks me to do, An Instagram post and they're gonna pay me a thousand pounds, I'm, I'm not gonna do it because it's gonna take time outta my day. I, I don't, it doesn't, it doesn't fulfill my, my ambitions. Do you know what I mean?
Even though it's easy money in, in many ways.
Michael: that's the thing. Do you think this kind of can apply at any stage in our lives or, you know how, like at the beginning you said, when we're grinding and we're, we're, we're trying to say yes to a lot of things. Do you think it can't apply there?
Because if you say no to, you know what I mean? Like what I don't want to do, then you're, you're not growing kind of thing or,
Simon: or what are your thoughts? I think it's gotta be personal to you. I think you've gotta, you've gotta, I think awareness and self objectivity is the really important thing. And you've gotta, you've gotta know what your diary looks like and then tailor your attitudes to, where you're at in your career.
For sure. You wanna push yourself outside of your comfort zone as much as possible. And I still do that now because I know that that's where the growth, that's where the growth area is. I mean, God, I've learned so much in the last four years on, on through running par on the, talking with retailers and margins and marketing and.
To LTV ratio for my performance ads. I mean, there's just, there's so much stuff that I've learned in the last four years that is way outside of my company zone that I've had to just think on my feet. Like pitching to five dragons on, on Livet, on on live recorded TV for two and a half hours. I mean, that's pretty far outside my comfort zone.
I've learned an incredible amount from it, and it's, it's created an incredible opportunity. So I'm definitely not saying that you shouldn't say yes to as much as possible when you're in your early stages, but I think it's just when you have lots of time pressures and lots of opportunities, you have to learn when to start tapering that in because there's only 24 hours in the day and seven days in the week, and so you can only do so much if that makes.
No,
Michael: that makes a ton of sense. Ton of sense. Okay. So one of the last questions I kind of wanted to ask you. One of 'em right, is throughout this time, your wife is a dentist, right? She's also operations, like the whole, she, I mean, she does all right a lot, right? When it comes to running the practice, family, everything.
Yeah. And you, same thing doing a lot. Visionary when it comes to your personal life. I don't know. Do you guys ever agree like, all right, at this time we're not gonna talk about. work-wise, none of that stuff? Or is it more like, yeah, you know what, let's whatever. If it comes up, it comes up. If it doesn't, it doesn't.
Or is it like, don't ever stop enough kind of thing with each other?
Simon: You might get a different answer here from me and from Megan, but . No, I think, I think one, well, one time that we're very, very careful with is, is the time just before we go to bed. So we always make sure that we're not like dropping like.
Oh, this, this hygienist just handed in a notice, like just before we go to bed or something. Or like, like not cause sleep is so important to us, to us both. And we try and uh, sort of flow down the brain in that pre in that free bedtime. So I like that that section is, is certainly sort of demarcated as, as not being appropriate for dental chats.
But in general, I think that Megs and I are both very honest, open people, and if we're worrying about something, then we will just talk about it. I mean, I very much wear my hat on my sleeve. if there's something wrong with me, then everyone around me unfortunately will know about it. And if I'm happy about something, everyone will know about it.
And so I think we have a very open and honest relationship where we are. We're comfortable talking about whatever. I don't think either of. Get, it is not being necessary to have that conversation to say, these are the times when we talk about this. These are the times when we don't. Because firstly, that's not the reality of owning a a small business.
Things come up normally when you are on holiday, um, and you have to deal with them sometimes. So that is just the reality of running your own business. That's, that's what you sign up for. But also we enjoy it. And it's, it's, it's part of, it's, it's part of the fabric of our relationship. I mean, it's certainly.
The majority of our relationship, but we've been together now for, for 13, 14 years. And it's, it's always been, obviously we, we grad, we, I met her on the first day of university. We graduated together. Dentistry's always been a part of our relationship, and so, uh, and now businesses as well. And it's just, it's nice to learn new things together and to grow together.
So I think I, we look at it very much as a positive.
Michael: Nice. You met her on the first day of Univers. You're like, this is, you're it. You're the one that, that that's how it went. Pretty much. Yeah. , that's, and she was like, yeah, I guess. Yeah, you too. Yeah. . So that's good, man. That, that makes me happy, Simon. And then last question is, throughout this process, let's talk about from the moment I guess you decided to open, not open this practice, but like take over your parents to like today, right?
What's been some. Your biggest struggles, fails, or
Simon: pitfalls?
I mean, the biggest struggle was the pandemic, to be honest with you. Certainly that day when I had to call my team and tell them all we were posing, I mean, that was a, that was a very emotional day. and, uh, yeah, a lot of tears, a lot of anxiety around, when we were gonna open again, we. Terrible information for Mark governing Embodi, very poorly disseminated.
I mean, we found out, we were going back to work on the BBC with, with everyone else, and they said Dentists will be open, or healthcare providers, we open in a week. We're like, is that us? Are we, are we, are we back in action here? , like we had no, no protocols. Like it was just, it was awful. It was a constant battlefield.
But, I'm a very emotional person, so I, I, I feel that the ups and the downs very viscerally, but I am a huge advocate that the hard times are what you need to go through to get to, to get to successful parts of your life. And . Yeah, I think certainly. I mean, whenever something bad happens in any of our businesses, we're always just like, we're just gonna, we'll put it in the book, we'll put it in the book one day when we write a book of our, of our story.
And so I think that's a good way to look at it, is that nobody who's ever run a business, ever run their own business, has ever succeeded their way to success. They've always failed their way, success. And that is just what happens. You've gotta, you've gotta build that resilience and you've gotta just understand.
Your favorite associate's gonna hand in their notice or that patient who, you've tried your best for is gonna complain and, and sue you or whatever. These things are just the reality of life. Life is not fair. Life is not just, but you have to build that resilience and. I sort of push through.
I, I read a lot of stoic philosophy, so I read I dunno if you're familiar with the Daily Stoic book. um, from Ryan Holiday, but I read that every morning uh, as part of my morning routine, first thing. yeah, I love stoic philosophy for looking, for looking at uh, a lens through which to look at the hard times in life because we're all gonna have them, right?
Yeah, yeah, that's
Michael: true. And you gotta build that. Resilience, like you said, when it comes to reading, I guess, is that the one that you're on right now, like as far as, or is that what you do in the morning for like, and then you read other things?
Simon: Yeah, I mean, I, I, I only read the, the idea with that book is that you just read one quote and you sort of let, let that, sink in and, and process it as opposed to sort of rattling through.
So I've been reading that for I think three years every. So I read one quote every morning. It's literally the first thing I do. And even travel with it. It goes everywhere with me. So yeah, so that, that I wouldn't really class as reading. The book I'm reading right now is called How to Invest by, I think his name's Daniel Rubenstein.
Which yeah, it's quite interesting. I'm quite interested in sort of angel investing and that sort of thing as potentially part of. My ongoing career obviously with my sort of deep understanding of building a startup now and looking for ways to sort of diversify my, my portfolio moving forward.
That's quite a, an interesting area for me. So yeah, that's a book that that I'm reading currently. And then the book that I always recommend to everyone, which I just think is so good is uh, the Almanac of Nav. . It's just an amazing book. It's just such a well-rounded view on life. I think everyone should read it.
It's, it's so powerful.
Michael: Yeah. Yeah. You're right. That I just read, finished it. Uh, I wanna say December. Really good book. Yeah. Oh,
Simon: really? Yeah. It's, it's Wick. Good. it's the only book that I, apart from Daily Stewart that I've read more than once. Cause I just wanted to get that knowledge again.
Michael: Yeah. When you reread it, like, for example, the, the Daily s. , do you feel like where was this? I didn't see this last year. Do you feel like that? Yeah.
Simon: Yeah, absolutely. I mean, you not in concentration mode reading book right out and you'll different. But Steve reminding, like, especially with the daily Stoic, it's so easy to let whatever the current.
Storm is to distract you, but I think it's good to go back to those sort of classic philosophies.
Michael: Yeah, nice man. You need to start a book club and we'll join and, you know, kinda get your suggestions, but Awesome. Simon, I truly appreciate you coming on. If anybody has any questions or concerns or they just wanna reach out to you, how can they
Simon: find you?
Um, So Instagram's probably the best place. My Instagram handles at Dr. Simon Char. And then Yeah, that's probably it. Really just, just send me a D on Instagram and normally on there uh, a little bit too much. Awesome.
Michael: Awesome. So guys, that's gonna be in the show notes below, and Simon, thank you for being with us.
It was a pleasure and we'll hear from you soon. Cheers.
Minal Sampat and I have a weekly newsletter called Weekly Hacks. It's for pediatric dentists and pediatric practice owners only, and we share one effective growth hack every week to achieve big wins. no fluff, no spam, just your weekly dose of what you need to grow. Subscribe here to get this week's hack in your inbox! https://mailchi.mp/9d2a4644fd31/the-pediatric-dental-marketing-newsletter
Hey guys! In this week's Monday Morning Marketing for dental practice owners, we provide tips on creating effective videos for your website. Rather than stressing over a perfect script, simply record a casual conversation with a team member or utilize an AI tool like Chat GPT to create a script. It's important to have three key videos on your homepage: a banner video showcasing your practice, a personalized video introducing the dentist, and a testimonial video from a happy patient. Additionally, creating short video series answering commonly searched questions can establish your practice as a trusted authority and attract potential patients to your website.
To get the scoop on these tips and more, don't miss this episode with Minal!
You can reach out to Minal Sampat here:
Website: https://minalsampat.com/
Instagram: https://www.instagram.com/minalsampatllc/
Facebook: https://www.facebook.com/RealTalkWithMinalSampat
Other Mentions and Links:
The Pediatric Dental Marketing Course Enrollment
Netflix
Hulu
HBO
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/affiliate/tdm !
Thank you for supporting the podcast by checking out our sponsors!
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Min, also talk to us about pediatric dental marketing. How can we utilize this? Or what advice or suggestions can you give us that will help us to attract new patients?
Minal: Well, with pediatric, one of the best things to do is to show off your practice culture. Cuz let's face it, you have the most fun practice culture and you can have fun and you don't have to worry about thinking, is this too childish?
Guess what? It's totally okay for you to be right. So one of the things that you wanna show off, especially in the world we live today, because our parents with young children are usually in the Gen X generation, right? Mm-hmm. And the millennial generation. So we grew up with videos and we grew up with Instagram reels and Facebook and all that stuff.
So we are very in tune to social media, yes. But we are also very in tune. Looking you up and seeing who you are as a practice. Because if I want my child to come to your practice, and I know that I, myself as a parent, am afraid of going to the dentist, yeah, you are a dentist, that's great, but I really want to make sure my child's gonna be okay and have a good time at their dental appointment.
So one of the best ways to do that is through videos. Now, let's say you have videos. I want you to kind of, you know, all of our listeners right now, um, do this in a way that makes sense. So, according to Google, most of the people, so over 60% of the people would rather watch online videos than television, which again makes sense cuz we have our phone on our hand and, you know, when do we watch TV?
Late at night. I'm a millennial. I'm in my thirties, I'm in my mid thirties and I haven't had cable since like 2008, 2009. Like, I don't, like, I just go to Netflix or I just like go to Hulu or HB or whatever. And watch my show, right? So this means that they are watching these videos. So this is the first thing you're going to do if you don't have this already on your homepage of your website, you need to have a minimum of three videos.
The first video is going to be a banner video. So a banner video is going to, something fun. Maybe it's a fun video of you going through the office. Maybe it's a fun video of the team having a good time. Maybe patients high fiv. You want a banner video, something that as soon as they land on their website, they're gonna be like, Ooh, this seems fun, or This is great.
You wanna capture their attention. The second video that you want to have is a video of the doctor, talking about themselves and the practice. Now, I know that some of the doctors, you're always thinking, oh no, I do not wanna do video at all. I don't like it. I don't like to, I don't know what to say on it.
I freeze when I get up there. I get it. I a hundred. Get it. I understand. So this is what you do. You get an I. So you just have a conversation. Get somebody on your team. If you're uncomfortable with video, get somebody on your team and have them ask questions if you want to do this by yourself. I just had this conversation with a five location pediatric dentist yesterday, and he's like, I hate video.
Oh my God, what am I gonna do? So here's a quick tip. Go to Chad g p t, like, I'm not even joking. Go to chat G p t and in the chat g p t put on a prompt and say, give me a script for a pediatric dentist to have on the welcome script for the homepage, and it'll give you the script.
and then you can say, give me prompts on how to act on the video. It'll tell you, get close to the video. Now move out. Hold the little thing with a toothbrush. Do this. It'll actually plan out your entire. So you don't even have to worry about it. Use AI to help you if you need to. I mean, we just did this entire thing yesterday and this dentist who hates video, he is a pediatric dentist.
He has five locations and he got three different scripts from Chad, g p t as we were talking about it. And now he's gonna record the video today cuz he knows what to say. And clearly if you have somebody who can interview in your practice even better, then it's just a natural conversation. You don't have to worry about a script or anything like that.
You just talk about why you, why is it that you do this, and where you went to school and um, you know, what do you love about your day, right? So you could do that. So second video has to be with a dentist. The third video has to be a testimonial video. So somebody else has to say how amazing your practice is, So if you have these three Cs of videos on your homepage, that's where you're going to start. Mm-hmm. Now the other stuff you're going to start doing is, once again, you can go to your Google, uh, you can go to your website company and if they're doing SEO for you, ask them and say, what are the questions that are being searched online from parents?
So you're going to, you know, and you could do this, Google actually gives us information for free. So you can go into the town and see what questions are being asked. So let's say the question's being asked, what happens if a baby tooth comes out? Or, uh, you know, when should I take my kid to a pediatric dentist?
Or, what is, is, you know, is fluoride good or bad for children? Or all of those questions that you usually get. Make many q and a series videos with them, and now have your website company. Take those q and a series videos and add it to your YouTube channel. Create a YouTube channel and then have your website company do YouTube seo.
So this means when somebody asks that question, your video will pop up. And as we all know, we go and ask anything on Google and there are always these YouTubes pop up. Mm-hmm. And we click on the one, and now they're listening to you and watch new. Right Now you take those same videos, you crop them, make them vertical, all that good stuff, and you make them into Instagram reels.
You download those videos and then you make them into TikTok. You see where I'm going with this? Mm-hmm. You can take any one of this stuff and repurpose it in multi different ways. So I hope that this helps you with all the video.
Michael: I like that. So the three videos, we want to have banner, video, video for the doctor, and the frequently asked kind of questions, where do I go for this?
When it comes to like Google, where we find out where the questions are at,
Minal: just ask your SEO
Michael: complain. Okay. Okay. So
Minal: like the website. And if you want, and if you want to, and if you want to go back to Chad g p t, just simply go to chat g p t and say, what are some of the questions that parents are asking about pediatric dental health or about, uh, their kid's teeth?
And see what Chad g p t says. Now, Chad, g p t does not have all the answers clearly. you know, it is something AI is working through, its way through this. So not everything is. Truthful and relevant just yet. So that's why I said if you are working with the s e O company, they can go to the Google search console and they can provide you the queries.
Google calls them queries, um, that they're receiving, um, so that you can base your content with this. How often should we
Michael: be doing these videos, like refreshing them, make it so we make them, and that's it. And then we have the questions, and then we distribute that all out. Now we're. Right. We finished distributing.
Do we repurpose it? Do we do it again? Or what do we, how do we do that? A hundred
Minal: percent. This completely depends on your. Comfort level with videos. Like if you hate doing videos, I'm not going to be like, do videos every week cuz you're gonna hate me then. And you are gonna not love the videos either. And it's gonna show that you don't love doing this videos.
I don't want that to happen. If you love doing videos, then yeah, do them all the time. Do them every week, right? Create new videos realistically for social media because videos are so popular and not like live videos and long videos, videos. Less than 30 seconds are really popular. Instagram reels, seven seconds, right, is where you wanna land with TikTok and Instagram reels.
People usually make a decision if they wanna watch a video within three seconds when they're on social media. So if you have videos on social media, um, they have to be shorter. If you have videos on your website, I wouldn't recommend more than a minute, There's too many dings and pings and notifications coming our way to do that.
So absolutely, uh, you can take care of that. And if you have any questions, you know, reach out to me. I can give you like a list of videos and stuff, but if you go to my Instagram, you will see pediatric dental real ideas, like it's actually in there. so you have all this content and information available.
Michael: Yeah, that's kind of tough making like a seven minute or seven second, you know what I mean? If it's inform. Um,
Minal: not really. If you think about it, it kind of forces you to share the information. I mean, you just, if you're thinking about like a seven second, like TikTok or Instagram video, You just need a hook on the top that says something like what are, what are ceilings?
And then you can just have you pointing at different things and you tell us what seals are or you know, what is baby baby tu decay? You could ask that as a question and you could, you know, kind of point around or do something. So it's actually easy cuz you are not really talking, talking all the time, and it also keeps it easier for you because you can quickly go, what are dental ceilings where they are, blah, blah, blah, blah, blah. And you just keep it simple and easy. It takes a little bit of time and effort. Comfortable with it, and to have fun with it. But once you're on it and once you have the ideas, it becomes a lot easier.
Michael: How often at all do you see like the procrastination for this when it comes to a practice, when they're like, okay, I'm, I'm, I'm making the videos, I just gotta set it up and I'm thinking of ideas and it, they're, you kind of feel it, you're like, you're just giving me excuses now, kind of thing. You're not making it happen, so how can we like eliminate that?
Minal: You have to set time for it. Just like everything. You know, if it's everybody's job, it's nobody's job. If it's not on the calendar, it's not going to happen. If it's more like, oh yeah, we have a lunch thing happening tomorrow, so we'll do it. Okay, well, yes. Then put it down in your lunch thing, in the part of your agenda.
We are all together at the lunch meeting. We are going to use 15 minutes to record some videos or do some, you know, fun high fives or do a quick dance or uh, answer a quick question, whatever it is, but it has to be on the calendar. And it can be in a calendar. That's like an afterthought. It can't be like, oh, we had a cancellation, so we'll do it when we have cancellations.
Well, it's an afterthought, so now we are waiting for a cancellation to happen for you to do this instead. It has to be a part of your schedule, of your calendar, and if it's like that, it will make it happen. I always think about it with the gym, right? Like going to the gym or working out. We all know we have to.
We all know we should be doing it, but if it's not on our calendar, and if we don't have that hour booked to work out, something is always going to come along. That's more important. I'm putting this in quotation mark for all the listeners. That's more important than working out. I know. I Trust me. I know.
So,
Michael: yeah. Okay. Gotcha. So put it on the calendar. Who should be in charge of this? If you had. Pick someone. Let's just say Manal. I'm hiring you to beyond my team, who's in charge of this?
Minal: Somebody who wants, first of all, likes videos and also likes technology or uses technology. Um, that's pretty much it. So that could be anybody.
It could be somebody you hire. Maybe you have a niece, a nephew, a friend, son, or daughter who's young. You know, I have practices that have teenagers. Their own teen kids are doing videos for them. I have practices that have hired college kids. I have practices that have team members doing it. What I don't want you to do is get somebody who absolutely hates technology or does not like technology, or is not on Instagram, or is not on Facebook, or not on TikTok, or whatever platform you wanna be on, and then tell them to do.
That it's not going to happen cuz they simply don't know the platform and it's something they organically don't like. That's why they are not active on social media. So I would have a very honest conversation with them and say, Hey, we wanna do these videos, we wanna get our practice culture out there.
who here would love to do that? You will get additional pay for it. Don't make it a part of like, okay, you just do it cuz no, again, it can be an afterthought. You will get additional pay for it. Uh, and you will get time to work on it. So who wants to. And then see, you know, who are those people who wants to do it?
Because if they know the technology then it's easy ideas, content. Again, I'm a social media coach, and this is what I do and it becomes a lot easier. And I have had, you know, sessions when I'm coaching practices where the team members are like super excited and thrilled to do it and like I come in and they're like on it and they're like, oh my God, when we tried this and this is what happened and we did this, and then.
I shouldn't say, but I will say it. Then. I literally spent two hours last week showing a team member how to forward an email Uhhuh. And, uh, that's their social media person. And you can understand the conversation I have with the doctor after I spent two hours teaching somebody how to forward an email and said, we need to change our social media ambassador because I, you know, you can't be paying me money.
To do that. Mm-hmm. Cause that's not gonna
Michael: work. Yeah. Yeah. That's not a good way to, okay. No, I, I get you. I get you. Awesome. Real quick, last question. Well, I wanted to ask you, when it comes to paying that, you said like, I'll give you extra. How much do you recommend.
Minal: Depends on how much you wanna pay them.
Um, there are practices they, and right now team members are hard to come by, so you also want to make sure you're not overflowing their workload already. So depending, I mean, social media managers charge, you can pay them anywhere between $18 an hours to. 30, 35. It depends on how good they're and what they're doing.
So depending on what your bonus structure is, maybe you make it a part of their bonus system. Maybe you make it a part of their, uh, pay system. Cuz again, I don't know how much you're paying them for their actual job. Maybe it's assisting hygiene front desk. so just depending on what they are. But pretty much anywhere it ranges anywhere between $18 an hours and up.
And also depends on where you are in the country because some states have higher prices, uh, higher wages than other.
Michael: Gotcha. Awesome, awesome. Manal, I appreciate your time and if anyone has further questions, you can definitely find her in the Dental Marketer Society Facebook group, or there's two ways we can reach out to Manal and myself for more advice on and more tips.
There's a newsletter, right, that we have that is fan fantastic. It's in the show notes below. We're gonna put a link to it. It's gonna be the first link in the show notes below, and at the same time second. If you really want more, much more in depth and you want to talk with us one-on-one, uh, meaning like monthly, where can they go for them at all?
Minal: pediatric Dental Marketing course.
Michael: Yep. Yep. The Pediatric Dental Marketing Course guys, that's gonna be open for enrollment in May, so that's next. And if you're a part of the newsletter, then you'll, you'll know exactly when it's open and you'll get access first and much, much more information on that.
So, uh, I'm gonna put a link to that in the show notes below, so you can go check that out. But also, min, thank you so much for being with us and, um, where can people reach out to you directly?
Minal: Um, Minal samad.com is my website, which is M i n a l s A M P A T. Find me on Instagram again. Same name, Minal Samad.
Find me on Facebook. Save your name. Um, just Google me. It's, I'm easy to find. But minal samad.com is the website.
Michael: All right. Thank you with being with me on this Monday morning marketing episode. Thank you for having.
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: https://www.meetdandy.com/affiliate/tdm !
Guest: Angelica Seto
Practice Name: Seto Family Dentistry
Check out Angelica's Media:
Instagram: @seto\_family\_dentistry
TikTok: @setofamilydentistry
Other Mentions and Links:
Wells Fargo
Disney+
CEREC - Chairside Economical Restoration of Esthetic Ceramic
TDM Instagram: @thedentalmarketer
Yelp
Amy Murray - The Dental Practice Management Agency
DAT - Dental Admission Test
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Having income from an acquisition allowed her to go 100% fee for service on her new startup.
- Even though business consultants are expensive, a good one will bring you even more income than their cost!
- Don’t be afraid to ask for help in the beginning. You don’t have to wear all the hats in your practice.
- If you are firing a team member, it should be for the good of the team. Don’t think of this as a personal attack!
- Leave room to have fun in morning huddles. Chatting and building team culture can be just as important as the day’s plan.
- Don’t beat around the bush when letting a team member go. Start with “I’m letting you go” and then follow up with the reasons.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Na Angelica, how's it going? I'm doing well. How are I'm doing pretty good. Thanks for asking if you don't want me asking, where are you located?
Angelica: my practice is located in Denver,
Michael: Colorado. Oh, man. how is it like that?
Angelica: It's uh, pretty cold, but it was nice to escape the winter of last week on vacation. . It dropped down to negative four degrees while we
Michael: were gone. Right. So it's, is it snowing right now over there? It's
Angelica: not snowing right now. but we do get snow on and off again, during the Winter Monks. Hey,
Michael: real quick, how long have you been open for your practice?
Oh,
Angelica: this practice I opened in August of 20.
Michael: Oh, okay. So it's been about, cuz I. I thought for some reason you might've just opened and you took a vacation. I'm like, man, you're doing fantastic. You get it, you get life like . Where'd you go on vacation?
Angelica: We went to Hawaii.
Michael: Nice. Then what'd you guys do over there?
Angelica: we went to the Disney resort called Elani in Oahu. And we spent time with our daughter who's 15 months old. her name's Nora and my in-laws, my brother-in-law. So it was just a nice family
Michael: vacation. , how was that opening up a practice and then having a child? Oh,
Angelica: that was tough, . Cause my husband and I actually had trouble getting pregnant, so we, had to do I V F mm-hmm.
So when I was building my practice, I was going through egg retrieval and all the hor hormone injections. So that was wild just trying to, Stay nor somewhat normal while building a practice and, and being on all those hormones.
Michael: Yeah. Did you ever feel like. Maybe I'm gonna take a pause right now with one or the other, you know what I mean, or no?
Angelica: So actually I owned two practices. I purchased a practice I had been working at, since June of 2019, and I purchased that practice. In January of 2020, I was running two practices and then the shutdown happened. I was trying to get pregnant, and it was too much. I just hit a breaking point December.
of, 2021. I had just had my daughter. I had a pretty traumatic delivery and I, I couldn't do it anymore. And so I sold my practice within 24 hours, my second practice. and it life has been good since it, it's all about balance. ,
Michael: yeah. No, yeah. What, can we dive into that a little bit? Like so you had two practice.
And you just sold one or you sold both of them? I sold one. The second one. Why'd you sell that one?
Angelica: I acquired that practice. the dentist I acquired, well the dentist passed away unexpectedly. it was very, tragic event. And, was working with a couple of his friends colleagues of ours who.
trying to help his, wife or widow, uh, get rid of the practice. Mm-hmm. . And so they purchased the practice for me, because I couldn't get another loan after getting a startup loan. and they're, older dentists and so they helped me quite a bit. I learned a lot from them. they were great mentors.
And they practiced further down south. So I purchased the practice and anytime I had questions, I would email or call them, and they would help me out quite a bit. and it was great because the practice was producing quite a bit and it was helping to pay the bills for my fee for service startup.
so I was funneling money from one practice into another to make ends meet, and that's really why I was able to start out 100% fee for service. I've never accepted insurance at my startup practice. and it was because I was fortunate enough to have met. These people, who helped me purchase a secondary practice while I was building and who taught me quite a bit about the business of dentistry and, some clinical, and gave me quite a few clinical tips as well.
Cause I was a fairly new dentist and owning two practices at once was, was a lot to bite off so
Michael: soon. so the, the fee for service startup was the one in 20. Yes. Okay. And then like couple months or a year later you acquired the second practice?
Angelica: no. So the January, January before, so January of 2020 is when I purchased the secondary practice.
my startup opened in August of 2020. Oh, okay. So just eight months later, I was actually supposed to open, much earlier around the time I purchased a secondary practice, I was supposed to open my, my startup, but as you know, covid hit everything shut down. It was really difficult to get materials during that time.
and it delayed my opening quite a bit, which was unfortunate because I had bills that were starting to come in for my. Startup and I wasn't even able to practice or open my doors because of the shutdown. Mm-hmm. . Uh, And so having that secondary practice really, helped me out during that time.
Michael: So, real quick, how much was your, the loan process when it came to your startup?
Was that what, what bank did you go with? I went with Wells Fargo. Okay. How much was a loan for?
Angelica: it was four 500.
Michael: 500. Okay. What was the terms on that, do you remember?
Angelica: I had to start, and so that was, I had to start paying, there was a certain time after construction started that I had to start paying that loan back and because of Covid that time was, longer than I was planning for it to be, and that's why I had to start paying the loan back
Michael: early.
Gotcha. Okay. So 500. . And then did you get another loan for the acquisition or
Angelica: So, the dentist who passed away, his, his one of his best friends, the power of attorney for the practice. He, bought the practice for me and I was just making payments toward, for like, to him personally. So we had a personal, like, personally financed loan.
Michael: How did, can I ask, how much was the.
Angelica: I bought it for 220,000.
Michael: Okay, so he bought it. He was a partner or
Angelica: he just stepped in as a power of attorney? when the car accident happened, to help his wife get rid of the practice, because we knew pretty early on that, the dentist who ended up passing away wasn't going to practice again.
Michael: Yeah. Okay, man. So then he ended up purchasing it for you and then you just made payments. Was there like a, a schedule or was it just like on a handshake, like, Hey, we're gonna, oh, I got you.
Angelica: It was cut a little bit of both. Uh, He was very laid back. He purchased it. Everything was in my name. he put a lot of trust into me, and I barely knew him.
He's one of the nicest people that I now know very
Michael: well. Man. after this, gimme his. No, I'm, I wanna be friends with him. . Ok. He's great. No, that's good. That's, that's, that's interesting. Okay. So then that happened, you decided to go fee for service right? From that point on, I'm assuming it wasn't an easy startup process.
Angelica: No, it was not. It was a very slow burn in the beginning. But that allowed me to work at both locations. I was working full-time, so five days a week, and splitting my time between both practices. so I was producing at a. , you know, my secondary practice, which was producing really well, I was running three columns.
It was a very busy in-network, partially Medicaid practice. Mm-hmm. . So I was running around like crazy at that practice. We were just, our schedule was packed and then I'd come to my, my fever service startup and it was very slow. . Yeah. so I would alternate days, at both
Michael: Gotcha. So how much were you producing in the second practice or the one that you.
The one
Angelica: I acquired. Oh. when I acquired it, the first year was right at a million.
Michael: Okay. And so you would use that to help you with the startup for fee for service? Yes. Gotcha. Okay. And then that's when you were like, this is too much. When you started going through, birth,
Angelica: so when I got pregnant, You know, hire and going through Covid, hiring new employees.
I had two associates at one time. it just became too stressful, managing that many people. I think my biggest downfall was one, COVID. and two, I didn't ask for help soon enough. I wish I would've asked for more support. instead of trying to handle everything on my. What
Michael: do you mean?
Like, gimme more detail on that.
Angelica: so I was doing all the interviewing and hiring and managing of both practices. and you know, I, I love dentistry and I, I feel like I'm a great dentist, but I, I am not a very, I'm not the best, I wasn't the best businesswoman and I. , wear my heart on my sleeve. And so, you know, I was interviewing these people and I felt like they would be a good fit, but I wasn't really going through the right motions to find the right people, the right, who would fit into my practice.
So I ended up hiring a practice or a business, consultant. And I, I love this woman. She has helped me out so much and has, Saved me more than once with hiring, filling voids taking so much off of my plate. I think, being a new mom and owning two practices, And just trying to do it, you know, keep I'm, I'm a workaholic.
I love, I stay at work late. I um, I'm going to the practices on the, over the weekends and it was just, it was too much. I was burning the candle at both ends. And so when Amy, my, my business consultant came into the picture, she really took so much off my plate. I didn't meet any, Candidates for any job position until they had gone through Amy first and she vetted them and she would have them take a personality test and I thought that was really cool.
She would do a disc assessment with every, candidate and see if they would mesh with me and with other members of my team before even introducing them to me or anyone else in. and that saved a lot of time and, and heartache for me. .
Michael: Yeah. Yeah, yeah. Definitely. Well, who's the business consultant?
Angelica: her name's Amy Murray.
She works for, the Dental Practice Management Agency. They have a very long name. .
Michael: I know. Yeah. Dental Practice Management Agency. Why do you think you didn't ask for help at the beginning? Like is it cuz like you just didn't know what you didn't know or more like it's my baby's like I.
Angelica: I think it was more, You know, personally, I, I wanted to do it all and, and say that I did it myself. I'm a hard worker. I, I worked two jobs when I was an undergrad. I babysat when I was in dental school, and I've always been a hard worker. And, and so I felt like I, I should be able to make this work on my own. I think the reason I waited so long was because business consultants aren't cheap.
and I. Bad spending so much money, you know, spending all the money to, for a startup. all the equipment I was purchasing and materials, you know, I was start, money was dwindling and so I was like, I don't have any money to put towards a business consultant, but I wish I had done it sooner because I mean, she has doubled my, production for my secondary.
within a year. So, if I had just hired her on sooner, who knows where I would be now.
Michael: Okay. Gotcha. So right, right now you don't have the other practice though, right? The acquisition? No.
Angelica: No. Okay. So I just have my fee for
Michael: service practice. Gotcha. Okay. So then, I mean, hey, you're, you're a hard worker.
We know you're a hard worker, , so where did that come from to wanna say like, Hey, I did.
Angelica: well, so my father's an immigrant, from Mexico and he, he came into the States, and he had a degree. When he was living in, in Mexico, he had a degree there, but it, when he came to the states in his early twenties, he wasn't able to use that degree here.
And so he had to go to school again. he had to learn English. He only spoke Spanish. So growing up we spoke English primarily in our household. , so that my father could learn enough English to go to school and get a job. he worked as a cook in a kitchen while going to school and eventually became an optical engineer.
And he has, I think three patents under his name, now, and he has just accomplished so much and started out with nothing to his name, no money. He didn't speak English when he came here, and he just built this beautiful. Wife, like he is the walking, living American dream. And you know, I just, I witnessed that growing up and, you know, if he can do it, I should be able to do it cuz I've had a lot more support, than he had growing up and financially and just a lot more.
it was, I had a lot more opportunities than he did.
Michael: Mm-hmm. . Do you feel more pressure cuz of that?
Angelica: I think so. ?
Michael: Yeah. Why?
Angelica: I just wanna make him proud. I know that he's worked hard to give us, a life, a good life. worked hard to help put us through school and, I want to show him that I appreciate that and that I can put the work in.
and make
Michael: him proud. Do you think he's not proud? Oh
Angelica: no. My dad's very proud. .
Michael: Yeah. So, okay. Yeah, so he's proud. I mean, like, you know what? He's proud,
Angelica: but I just can't stop. I have to keep going. .
Michael: I get you. I get you. Yeah, no, I think
Angelica: it's the dentist and all of us, you know, we're also competitive because we've just always had to prove ourselves with, you know, first d a t scores and then taking the boards.
And then I feel like in dental school we're all fighting for, you know, those top positions. And so I feel like our entire. education and the start of our careers is just very competitive. So we're kind of bred to be like that too, in a, in a way. Mm-hmm. .
Michael: Yeah, that's true. Yeah. You wanna kind of like, continue, continue, continue, right
Angelica: to, yeah, you already achieved this level, like what's next?
Mm-hmm. and have to keep, I feel like I just have to keep going. .
Michael: Do you feel like that right now? Like, cuz I mean, technically you've had two practices. You sold one, right? Mm-hmm. now a startup. Mm-hmm. . What was the whole reason for your startup?
Angelica: so I was an associate for a little under three months, when I graduated and moved to Denver.
I didn't really like how things were being done at the practice that I was at, but I really had no say. I had to show up and do my work and leave. And there were other procedures, other, things I was interested in, but I couldn't do those things cause I wasn't an owner. and this person wasn't really open to part partnership and so I decided well, , you know, I, I know what I wanna do.
I know what type, what level of care I wanna provide my patients. so why not just go out on my own and make it happen that way I can make those big decisions.
Michael: What were the level of procedures you wanted to do that they didn't want
Angelica: you to do? So, I'm very interested with sleep and airway. I am an airway dentist and I love cosmetics, so I love doing big veneer cases.
And at this practice, I, I was only being given what the other dentist didn't want to do. And so I felt like I couldn't get those big procedures. I, you know, I never got the big veneer cases or cosmetic cases that.
Michael: Gotcha. Looking back, if you found a practice that would let you do this, or if they told you, yeah, you can do this, would you still have opened up your own practice?
Angelica: I think I, I still would have opened up my own practice. Eventually, probably not as fast. But I eventually would've wanted my own, my own practice.
Michael: For what reason? To just be like, this is my home, or this is for what?
Angelica: because it's something that I created and something that I worked hard to make.
And I've never been open to working for, I've never worked for a corporation. I don't really like that fast paced environment. I like to move at a slower pace, give patients more time with me, and yeah, and I like to buy the equipment. I, I'm a big tech junkie. I love my, my new equipment, so I wanna be able to buy what I want, when I want it and work with the people that I like working with.
And yeah, I don't, I just don't feel like you can do that as an associate.
Michael: Yeah. Too many like having to asks and things like that instead of just going to straight to it Right. Kind of thing. Gotcha. Okay. Okay, so then you opened up your practice, your startup. I asked that mainly because I don't know if you're like, I want more free time, or I want to spend time with, you know, your fam, or I don't know, which I'm sure you do, right?
Like everybody wants that, but Oh yeah. Do you feel, what are some things that have come unexpectedly for you in the startup process where you're like, oh man, like I missed just that paycheck and then going home and then that's it, kind of thing.
Angelica: Oh gosh. I mean, right now, right now. I have an amazing team.
I truly feel like they're my family. Like we all work together really well and do, would do anything for each other. But it, it took a long time to get there. And I definitely had some team members in the past who made me just want to quit dentistry altogether. just like get rid of everything.
. So I think finding the right team members and building that team, it takes a while. And but once you find the right people, it feels good. And, you know, this is why I went into dentistry. This is why I went into ownership, is to work alongside people who have the same passion that I do, and, they make coming to work enjoyable again.
Michael: Yeah. What were those team members doing, or why did they make you want to give up?
Angelica: They would either no call, no show um, oh really? They would call or they'd call the morning of and say, Hey, I can't make it in. I'm sick. Or I have this going on, and I'm pretty lenient with, with callins and people not coming.
As long as you give me notice. As long as it's not too frequent, but this was happening, happening very frequently. And so a lot of ti I bought an isolate because I just, I had to be prepared to work by myself, and it was very stressful turning rooms over breaking out the isolate and just being in the room one-on-one with the patient and having to, if I forgot something, I'd have to run outta the operatory.
It was just chaotic. , but it was difficult to find people and I know that a lot of my colleagues are still struggling with that. And it's stressful. So I think managing people and hiring employees is probably one of the hardest things for me right now. Mm-hmm. well was one of the hardest things for me.
Michael: How do you wish you would've dealt with it sooner? Even with the fear of like, oh my God, I can't find people.
Angelica: I wish I would've because it was difficult to find employees. So I felt like I let a lot of things go. I wish I would've set better boundaries earlier on.
because I was afraid to lose employees even though they were not so great employees. I was scared to lose them cause I didn't want to be by myself. And so I felt like I was bending over backwards to keep these people happy just so that I would have somebody helping me in the practice some employees would ask for different hours or they didn't wanna work certain days or they wanted to do a late start. And allowing some people to do that and not others is not fair. And I wish I would've just put my foot down and and said, no, these are the hours I hired you for these hours.
These are the hours I expect you to come in. Instead of saying, oh, I think we can make it work. And stressing out over trying to make it work for that one person. And that's just. an example of, of one instance.
Michael: Mm-hmm. . Okay. Was it easy to let them go?
Angelica: Oh you know, the first time I had to let someone go, I was sweating.
My heart was racing. It was uh, really difficult. But after, you know, being an owner of two practices and going through covid and the high turnover rate it has gotten easier to let people go. Don't no longer serve a purpose in my office or in my life. And I don't do it often anymore. I, I mean, I haven't let someone go in a very long time.
But when I do it, I know that. I'm doing it for the betterment of the team. You know, you don't wanna keep somebody on who is the cancer of the practice, right? And bring everyone else down. Also, you don't want to keep around somebody who. Is making you miserable, then you're bringing that home to your family and family is so important to me.
And so I wanted to make sure that my workplace is a happy place and I left happy, and that way I'm not coming home and bringing all the negative feelings home with me, cuz that's not fair to my family.
Michael: Mm-hmm. . Yeah. No, that's true. A hundred percent. How did you let them go? How did it improve from the moment you were like, Because I get you like Yeah.
Sometimes you're, you, you're negotiating in your head. You're like, that's not that bad anymore. You know what I mean? Like, I can, I can handle that, you know? But how
Angelica: the best advice someone gave me was you bring the person in and. , the first thing that comes out of my mouth is I'm letting you go for these reasons.
And then you list those reasons, but you don't beat around the, like I used to just beat around the bush a little bit in the beginning and it made things a little awkward, but I've found that if. , I'm letting you go. And here are the reasons. As the first thing out of my mouth, then they know already. And you give the reasons and it sets the tone.
You keep it short. So there's a beginning, middle, and end, and you don't what's the word? You don't dilly dolly, you know? Mm-hmm. just very straight into the point. That's what they. You know, they don't want to sit around and listen to how they were so great, but you have to let them go and that sort of mess, just, I have to let you go.
And these are the reasons why.
Michael: Wow. Okay. That's a, that takes some, you know what I mean? Like some guts right there to just be like, I'm gonna let you go and here's why. Cuz in my mind, hell, if you were to tell me that, you're like, Hey, I'm gonna let, I need you to do this, Michael. And I'm like, okay, but what if they get angry?
and they don't even let me have my time to explain why, you know what I mean? They're just like, what if I just tell them immediately? Was that any of your fears or no?
Angelica: Oh yeah. And, you know, I was just prepared if, if things got emotional I was just prepared to, or if there were any, if there was any, Arguing.
Then I was just prepared to say, you know, this conversation is over. If you have any additional questions, you can email me at my email address. But I need the keys and your sensors and I'll walk you out. We'll gather your things and I'll walk you out.
Michael: Was there ever any arguing or angry or No.
Or ?
Angelica: No just keeping it short and being very straightforward has been helpful. It doesn't really give time for people to get emotional. You know, the only negative thing I've had happen was, you know, after the fact after they were able to think about it. I got some mean messages from one person, but that's about it.
Michael: Like Text messages, you mean? Yeah. Oh, okay. Gotcha. You gotcha. Yeah, after that, after the fact that if it was a text message, I'd be like, I, you know what I mean? Yeah. It was, yeah. All said and done. As long as you're not, no wonder I let you go, kind of thing. Right. You know? Yeah. Just kind of, okay. But like that.
So if you could real quick, break it down for me. What's the beginning, middle, and end of this process for you? .
Angelica: So the beginning is, I'm going to let you go. The middle is these are the reasons why. And typically when I let somebody go, they have already been write-ups filed. And so I'll have those write-ups on the desk.
And then after I give him the reasons, I ask them, what questions do you have? Typically they don't have any questions. And then I ask them, so that's all the middle. The end is, okay, I need your keys, your sensor. Let's walk through the office and gather your things, and I'll walk you out the back door and that's the end.
Michael: I like that. Okay, nice. Awesome. So would it be okay right now if we kind of dived into your startup a little bit? The business side of it? Sure. Okay. So you said the build out was, or how much your loan was? 500, right? Yep. Mm-hmm. . Okay. And then how much was your build out?
Angelica: Oh, so. , my buildout. It's hard. I, I don't really have like the complete breakdown.
It's been, it's been a little bit, but I think my buildout was around three 80 or
Michael: so. Okay. Three 80. Mm-hmm. . How was that process? Was it pretty smooth? Not so smooth, really hard.
Angelica: You know, my contractor was great.
we had done all the planning for my build out in 2019. We had all the permits in place. and then Covid hit. My contractor was pretty busy cuz he is a popular contractor in this area. And so I felt like in the beginning it was kind of slow because he was working on so many different projects.
But then the city of Denver shut down and they weren't issuing any new permits. And so some of the oth these other projects were. Permanently put on hold and they really couldn't move forward with anything cuz the permits weren't in place. Whereas with my practice, my project everything was in place and ready to go.
And in my head I knew, you know, everything shut down, but my construction ramped up and I was like, oh no. Like before I was like, let's, let's speed it up, you know, this is moving really slow. And then when it started to speed up really fast, I was like, oh my gosh, like, let's slow down . Cause things were shut down right now.
So that was stressful. How fast everything started to move because we had already done a lot of the leg work. In preparation for the build. Another thing that was really difficult was materials. All the materials that I picked out from my practice. I think I picked out maybe 10 different tiles from my bathroom floor and five different sinks for my operatories because I would pick one outfit was aesthetically pleasing to me.
And then it was no longer available because manufacturing was down. Hmm. . And so, that was really stressful. Like everything in my practice, I feel like every single material had to be replaced so many different times because it, we just couldn't get our hands on the materials.
Michael: Wow, okay. So that's the part that was holding it back?
Yes. Okay. Okay. And then you officially opened when?
Angelica: August of 20.
Michael: Okay. And when you, in the process of like, about to open, because it was in March, right? March when it hit like really hard in the US Covid.
Angelica: Yes. I closed my prac, my secondary practice on March 17th, and I reopened on May 5th. Okay. So like I have those dates burned in two line
Michael: So any, any of that time were you ever kind of. A little scared or just be like, Hey, you know what, just kidding with the startup part. I don't know if I wanna do this anymore. Or were, were you just like, no, we're gonna do it. We're gonna go through all this and,
Angelica: oh, I had come so far. I was, I was ready to keep going and I wanted it to be finished.
I wanted to open and start practicing in my new practice.
Michael: Hmm. Okay. That's good. That's good. Really, really great mindset. So then, what type of practice do you have? I know you mentioned it was,
Angelica: So we do airway, we do, we're, I'm a general dentist. Um, So we do a lot of your basic restorations. But we really, my team and I really love working on cosmetic cases and airway.
Okay, cool. That's nice. My hygienist is uh, myofunctional therapist as
Michael: well. Oh, really? On purpose? Mm-hmm. , that's what you were looking for on.
Angelica: Well, she came in as a hygienist and she had a passion for airway and wanted to learn more. So I sent her to finish an airway training course.
So she became certified as a myofunctional
Michael: Nice. That's really nice. Okay, so then how many employees do you have?
Angelica: I have not including myself. Four employees.
Michael: Okay. And then they are, The roles.
Angelica: I have an office manager. I have a hygienist slash myofunctional therapist, and then my two dental assistants are both cross trained for front desk and being in the back with me.
Michael: Okay. And they all were part of the process of your business consultant hiring them?
Angelica: They were all hired by my business consultant, Amy.
Michael: Right? Yeah. Okay, nice. So that really did stream. Oh
Angelica: my gosh. We we love doing, I don't, you can't see my office, right? I took down the balloons, but it was just my birthday and they surprised me by decorating my office.
And we, and they're just very sweet and thoughtful and we all do that sort of stuff for each other. I've never worked with a team that has, that is so thoughtful.
Michael: Yeah, that's beautiful. That's really, really nice. Okay, so then total production and collection, what does that look like? So like last month?
Angelica: Last month? Well I was on vacation yeah. So then the month, but, but, but we still did, well we were at 70,000. Oh, for the
Michael: month. Okay. And then, so how many ops do you have?
Angelica: I know I have four working operatories. I started when I built my practice. I plumbed for four. I built out two. Because I knew it was gonna be a very slow start with my fee for service startup.
Just last week I had the final two operatories equipped.
Michael: Okay. And then how many days
Angelica: are you open? Four days. Monday through Thursday.
Michael: The hours are
Angelica: are what? 7:00 AM to 4:00 PM Okay. So it's
Michael: pretty
Angelica: good. Our morning huddle starts. We everyone is ready for the morning huddle at 6:45 AM.
Michael: Okay. What does your morning huddle consist of?
Angelica: So my office manager starts the morning huddle. And there's typically three people who speak during the morning huddle. My office manager, my hygienist, and then one of my dental assistants. And they each fill out a day sheet outlining new patients. So my office manager starts with the numbers for the month we're currently scheduled at.
you know, $50,000 of production for this month. Here are the opportunities for this week. We have openings today for an emergency here. We could do a bigger procedure in a couple of days, so think about that. We need to fill this hole. And then she goes over the production, what we're scheduled for, for the day.
And of course, you know, just going over where we can increase that production, how we can increase it. , then it moves on to my hygienist. My hygienist will say, we have, you know, today we had six new patients, which is great. So she goes through the new patients and we talk about how we're going to make that appointment special for them.
We have a relaxation menu, so they always get offered that, and we make sure that we have all of that stuff laid out and ready when they enter the operatory. We'll go over. Existing patients and if there are any medical alerts that we need to be aware of any outstanding treatment mm-hmm.
and then it'll go to one of my dental assistants. They'll go over lab cases that we have in if there are any emergencies, new patients in their column. Any outstanding treatment that could be scheduled that hasn't been scheduled. So that we can take advantage of getting that scheduled.
Michael: Okay. And that all roughly takes about 15 minutes.
Yep.
Angelica: Well, and uh, then if I have any questions, I'll, I'll ask some questions. If things were scheduled a little wonky, I'll ask why someone's coming in for a consult, whoever spoke to them on the phone. I'll ask, well, what was discussed? And then there's, it's fun. Is then we all kind of chit chat at the end and there's a lot of laughter.
Patients come in and they're like, it sounds like you're having so much fun back there. . Mm-hmm. . And sometimes we'll have like some we'll take turns buying coffee for each other. So, we have our Starbucks order taped up on the refrigerator. So like, if somebody wants to treat the team to coffee, they know what we all like.
And so if someone brought coffee in, we'll sit around and drink coffee for a few minutes. Eat bagels or donuts, whatever we have. So it's just fun because we really bond during that time.
Michael: Yeah, that's nice. I like that. That's really good. Like having the. Coffee thing,
Angelica: you know? Yeah. Like, cause it got to the point where people were like, oh, I wanna treat everyone to coffee.
What, what do y'all want? And then we, they'd have to wait for everyone to text back and we all pretty much order the same thing every time. So we decided to write it out and we all have a, like, a picture of it on our phone. So if we just wanna surprise the, you know, the office of coffee will, we'll do
Michael: that.
I like that. That's really, really nice. Okay. And then real quick, how many patients are you getting?
Angelica: We are getting about, I think our average is around 40.
Michael: Okay. 30 to 40, yeah. That's good. Yeah. And then what are you doing for advertising and marketing? So,
Angelica: my business coach really doesn't like me putting much money into marketing.
Uh, we actually get, a lot of our new patients come from internal referrals, which is a big one for us. Google and Yelp. We have you know, five stars on Google and Yelp. We have really great reviews from some of our best patients. , there's a local newspaper that I have an add out and I pay about 180 a month for that ad.
And really, we don't get many new patients from that, but I continue to support them because they're local. And we have some patients who work for the local newspaper and they come in and we chit chat. So I just keep that there just to support them. Other than that, I've done nothing up until last month.
I started Google Ads because I was noticing that my reviews weren't showing up. So I had people saying, oh, did you see my review? I wrote you a nice review, and I said, oh, I don't think I saw that. It's not popping up. And then they would show me on their phone that they wrote me a review. And it would show on their Google account, but it wasn't showing on our pro, on our business profile.
So I went through all, you know, I researched why, why would our reviews not be showing up? And I went through and, you know, there was nothing that would've made that happen. You know, we were a verified business. They just for some reason weren't posting our reviews. Mm-hmm. . And one of my colleagues said, well, why don't you pay for a Google ad and then you'll start seeing.
Those reviews pop up. I paid for a Google ad and that same day my review started showing, are you serious? It had been months like it had been maybe three months since we saw a review. . And so that was kind of crazy to me. You know, I don't know how I feel about it. It seems like extortion to a certain
Michael: Yeah.
dirty Google. What? Yeah.
Angelica: So, I mean, maybe it's not related in my mind. It seems like it is, but we are now getting reviews and we're paying for Google Ads.
Michael: How much are you paying for Google ads? You don't mind me
Angelica: I got a special, it's like a holiday special where you. $500 and you got two A, you got to post two ads.
So that's what we did. So we've only invested $500 in in that.
Michael: Yeah, man. But I didn't know that. I never knew that, that that's, yeah, I wouldn't, that sounds kind of, it sounds kinda like Yelp if you think about it. You know what I mean?
Angelica: Yes, exactly. Hmm. So, but I know a lot of my colleagues have been struggling with their reviews not showing up and I mean, maybe there is a correlation between the two.
Who knows?
Michael: Yeah. No. Okay. I get you. And then what system would you say is unique in your practice right now that you created or maybe you have adopted where you're like, it's either our handoff from front to back, or it's our new patient?
Angelica: So something that my business coach helped me put together was the new patient welcome, making them feel comfortable in the practice because I don't know if you've seen pictures of my practice, but it's very homey.
I didn't want it to be a sterile or very clinical setting. I wanted it to feel like I have a fireplace in my waiting room and like a stack of logs and I've decorated my office almost like a. . And so when you walk in, it doesn't have that dental office feel. And I think that's the biggest compliment that we get from patients is they just love how it has a relaxed feel.
It already puts them at ease when they walk in. But the one thing that we do that I really love is we give our new patients a tour of the practice. So when Reza, my hygienist, or. Margarita My dental assistants bring a patient back. As they're walking them back, they'll say, well, here's our restroom.
And they'll show them the restroom. And this is our really cool C B C T. It takes a 3D image of your face. And Dr. CTO will go into more detail on that here in a sec. But we'll, we'll be returning to this room to take an image later. Here is our sterilization room and as they're walking them back, you know, I have a very open concept design but everything is very clean looking, very aesthetically pleasing.
And so it's just nice as they're walking them back to show them where everything is and then they walk 'em into the operatory. And now the patient knows like, if I have to use the restroom, I don't have to ask anyone. I know where it is. It makes them more comfort.
Michael: I like that you give 'em like an office tour.
They make them, Hey, here's the rest of your home kind of thing. Yeah.
Angelica: You know what I mean? Exactly. Yeah. , I like that. You can place your things on, on this stand here and you can hang your coat here and let me take your purse for you and they'll hang that up for them. And they've already looked at our relaxation menu.
You, and so we'll have. You know, if they want essential oils an eye mask. We have Disney Plus we have TVs mounted above the all the chairs and we have Disney Plus on the screens. And so I'll ask them if they wanna watch something specific. We have noise canceling headphones. So yeah, we just trying to make them feel comfortable.
Michael: Yeah, that'd be nice. How cool would it be like to be the first Disney sponsor? Practice . It's my dream. It's everything I've ever wanted. , . Okay, cool. So then one of the last questions I wanna ask you is throughout this process, I guess, from the moment you sold your prac, your second practice, or your fir, your first one, your acquisition to, to now, today, what's been some of your biggest or your biggest struggle or fail or pitfall
Angelica: since selling my second practice?
Mm. You know, well, of, of course we've already talked about managing people and, and hiring employees. I'd say couple, there are two things that come to mind. Mm-hmm. for me. One is implementing new procedures, like when I started with airway, just getting that into the practice and setting up a system for that. It's really stressful. You know, training everyone on the, on airway, especially when you have a, when I had a higher rate of turnover training people to take those special images that I need intraoral photos and measurements, that was really stressful.
Retraining every single person who came into my office to do that. So implementing something new. And then we just invested in cic, so we have the prime scan, the prime mill, and the prime print. . And so going through all that training and making sure we were doing everything right anytime there's something new, it just gets a little bit more stressful.
And then I think it's all around people managing people, right? So the second thing would be patient management. As a new dentist, when I came out of dental school, I felt like I let people walk all over me. I was scared to stand up for what I. Was right. And, you know, my confidence level wasn't the best because I was so new.
So I think building that confidence, setting boundaries, even with patients not letting them because some people I feel like have been struggling with , you know, post covid, the post covid era. Mm-hmm. . Um, There are a lot of people struggling with personal issues and coming to the dentist. It's, it's no fun sometimes.
And so they show the worst parts of themselves when they're anxious or scared. some people can come off quite mean or rude to a team member or even to me sometimes, and not letting that happen standing up for myself. That has. The biggest struggle, but something that I've really mastered this the past couple of years is building that confidence and standing up for myself and setting those boundaries.
You get really good at setting boundaries when you have when you have children, because you'll do anything for your kid. Right. And it's sad because I was struggling and I didn't , I didn't treat myself very nicely. The things I was saying to myself weren't very good. And so I actually started going to therapy after around the time I sold my practice because I just, I needed help.
I was struggling personally and going to a therapist, she really helped me to set those boundaries. And she said, you wouldn't treat your kid this way. You're beating yourself up over something a patient told you or something negative a patient said about you. And you're just, you're saying all these mean hurtful things about yourself in your head.
You would never say that to your kid. And I'm like, you're right. I, I love my daughter. I would never treat her that way. And so then she was like, well, why would you treat yourself that way? And I just sat back, I was like, you're right. I need to be nicer to myself. I need to have more grace. Um, I need to set boundaries and don't let people get you down.
I mean, , you do dentistry for a reason. You went to dental school for a reason. You're highly qualified, you know what's best in the dental realm. So, you know, stand up for yourself
Michael: a little bit. Mm-hmm. , do you feel like you kind of slipped back into that sometimes?
Angelica: Very rarely now. But when I first started out, oh yeah, Someone would say, Make a comment like, oh, you're taking so long on this filling. And I'm like, oh my gosh, did another dentist do it like so much faster than I did? Was it more comfortable? Like, am I a bad dentist? ? Yeah. And I, my, I would just go into a downward spiral. But I don't let myself do that anymore.
Michael: Yeah, no, I get you a hundred percent. I remember one person told us, like, if you get on a train right to a Destin, And then you realize like the intercom guy or whatever is like, we're going here and you're like, crap, I'm supposed to be on the other train. Would you just say, I'm gonna go all the way to the very end of this destination, get there and then get off?
Or what would you do? I'm asking what would you.
Angelica: Yeah, I would change directions and, and reroute myself,
Michael: right? Like on the next exit, wherever it's I'm, get off, get on. Right? Yep. Same thing with train of thought. as soon as you feel like you're getting on that negative thought process, get off, right?
Like change that. Just, just cut it off immediately. And we have the power to do that with our thoughts, but sometimes I don't know what it is where we're just like, well, let's just see where this goes. in my mind. You know what I mean? If I keep going down this way, which it doesn't make sense in real life if we did that.
No . So why do we do that with our mind? Right? So he's like, get off on the next. I thought that was interesting. That is really interesting. Yeah. Yeah, yeah, yeah. So yeah. Anyways, and Angelika, thank you so much for being with us. It's been a pleasure. But before we say goodbye, can you tell our listeners where they can find you?
Angelica: Yes. So you can find me@pseudofamilydentistry.com. My practice is in Denver, Colorado. We have a Facebook and Instagram page. My dental assistant just created a TikTok as well, all under cdo family dentistry.
Michael: Nice. Okay, so that's all gonna be in the show notes below, guys and Angelica, thank you so much for being with us.
It's been a pleasure and we'll hear from you soon. Thank
Angelica: you so much. Have a great day.
Hey there, Michael Arias here, and on this week's Monday Morning Marketing episode, we're continuing the essential topic - patient retention. This episode is brought to you by the one and only Sandy Pardue, of Classic Practice, and our podcast Dental Drill Bits. Did you know that up to 50% of patients leave practices over the course of five years? That's a staggering number, but there are steps you can take to combat it. One of the simplest is to ask your patients how their last visit was and really listen to their answers. It's important to never give up on retaining patients, even if they've been inactive for years. With around 170,000 dentists in the US, it's crucial to stand apart by showing how much you appreciate your patients being there. Most importantly, don't forget to always keep an eye on your attrition numbers! It's hard to fix what we don't track, so these metrics are especially important for the health of your practice.
Dive into my conversation with Sandy Pardue to learn more on patient retention!
You can reach out to Sandy Pardue here:
Other Mentions and Links:
ADA - American Dental Association
4 Seasons Hotels and Resorts
The Ritz-Carlton
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/affiliate/tdm !
Thank you for supporting the podcast by checking out our sponsors!
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, what's up Sandy?
Sandy: Michael? Hey, I, I was just, uh, looking at our reviews on iTunes.
Michael: Nice. Yeah. Guys, don't forget, if you can press pause right now. Go leave us a review on iTunes. Let us know how we're. And then come back and listen in. Cuz in this episode we're gonna be talking about something super important.
I'm sure you're looking at the title Why Patients Lead.
Sandy: Yep, yep, yep. This is a deep topic, . Okay. This the deep topic and for the listeners, and they've heard us talk about patient retention, which is gross. You know, we've talked about that. And, and for the new listeners, I mean, they'll, you just have to know this number if you say like, okay.
Like 170,000 dentists. You hear these different reports, 166,000, 170,000. But we all know, cause you've worked in these practices that get at least 10 new patients a month. Right? Some of them are getting 20, 30, 40, 50, a hundred new patients a month. So I'm gonna say we know that at least 1.6 million people are changing dentists every single month in the United States of America Now.
That being said, I saw another interesting statistic then from the American Dental Association that said that 25% to 50% of patients in any given practice are lost over a five year period. Whoa. That's crazy. Okay. I believe that, actually believe that could be worse now than it than ever. Because of so much of their automation, we have less personal contact.
Mm-hmm. with people now because we're all living so fast and we count on text and that kind of thing. You need those personal, the personal contact for sure. But you know, when you look at people in general, and we already know that they don't love coming to the dentist. But why do they leave? And, and here's the thing.
Most practices are not tracking this, and that's scary to me. Mm-hmm. , so they don't have any idea how many people are not coming back. And then the whole recall process is terrible in most practices. So what you need to do, I like to keep an attrition monitor. An attrition monitor. Now this could be as simple as having an Excel.
Where your front office, every time they learn that somebody is left the practice, they put the name in and uh, their family members and why they're leaving. If they say they changed dentists because of insurance or they changed dentists and you don't know why, or maybe they moved out of town, maybe they died.
So you've got all this information, okay, about that patient, and you can start to see who's leading. And I think that's very interesting to track. But the fact is that most practices don't do that. They don't really look close into their recall process to see that, okay, maybe in the beginning of October they had 300 people that needed a cleaning.
They never go back in November and pull that same report and see that they still have 180 people that are due to come. In October, they did not come in. That's a huge problem, but why? Okay, why? Why is this happening? Number one, no one's watching. Number two, no one's following up. That is huge. And number three, nobody's actually tracking it, so, Those are the things that the practices need to implement versus, here's the thing, and I was explaining this to a friend of ours yesterday who was looking for a local dentist and he's been going to somebody and he is not having a success with some work that he, major work that he was having done and this particular practice he's been going to, I see a lot of TV ads and things and I'm, so that tells me, and I happen to know they're getting about 150 new patients a month and they've been getting 150 new patients a month for 10.
So where are the people going? They haven't had to hire more hygienist, right? This is telling me that people are coming in and they're not staying. So practices that are listening, you need to be paying attention to this. But one thing you can do, this'll help you get some of them back and find out while they're leaving.
Now you guys, you've heard me talk a lot about the reactivation program that I, I love, and that's like sending. Postcards with return service address on there. So you get back the, to see who moved without ever having to call them. You, they call you, you get back about 20% without a phone call. It's a great project to do, but uh, you could also do a fall insurance letter.
That's a great thing to do right now. These are all activities to get people, but you've gotta communicate and you've gotta find. Why they're leaving. Okay. When you do this type of activity that I'm about to describe, you'll learn a lot about your practice. So what you wanna do is. Somebody that's a good communicator in your practice.
If it's been around and they know some of these patients, that's even better. You wanna get them on the phone, they start calling and you let 'em know we're updating our patient records and we notice you haven't been in for a while. And then zip it up, let them talk now. And uh, they see what they say.
Well, yeah, I know I need to get in. Or they say, well, I've changed Dennis, or I'm never coming back there. And that's when you. That pointed question. If I asked you a question, how was your last visit here? And then listen and see what you can learn. See what you can learn. Now, if somebody immediately says, put me in your inactive files, okay, , and sometimes they do that and sometimes they might just hang up, but you can't be scared of them.
You just keep doing, and that's where your scheduler is gonna try to discover any problems, because here's the. Patients can act crazy, but most of them are not gonna be crazy. And then sometimes when we meet these practices that are constantly firing patients, they are firing people less than, right? Well, I promise you that many people aren't crazy when you've got the practice two doors down, that never fires anybody.
That tells you that the people inside the practice are the ones running them off. Does that make sense? Mm-hmm.
Michael: Yeah, that does, that makes a lot of sense. And I like that. So we're asking them almost like as a post-op kind of thing, right. Once they're home or something, we ask them, how was your last visit here?
Or once they're in the practice, we're like, Hey, the visit before this, how was that? Yeah.
Sandy: Or, or say it like, can I ask you a question? I'll always like to say that first. Mm-hmm. and, and with a high pitch at the end. Can I ask you a question? And wait, how was your last visit here? That just opens up a conversation and that's when they come out with all kinds of things.
Like they left me in that chair and nobody tam to check on me. I was so thirsty. I was . You know, people get upset about things, right? They get quoted the wrong fees, the fee changes. Nobody told them in advance. Thought they were gonna see Susan, but uh, April was the hygienist. You know, they get, there's all these reasons because people are really sensitive about their mouths.
Okay. I'm just gonna tell you, people are super sensitive about their mouths. They are. And so, and people are just, they expect good customer service, especially people. West High expectations, more successful people. You know, they're used to going to the Four Seasons or the Ritz Carlton, and you want these kind of patients.
You know why they have money and they have rich friends, and so you wanna cater to these people. You don't wanna make them mad, and so you've gotta make sure we talk a lot about the tone of the office. Well, you've gotta make sure that your team is supporting you and your view. And they're happy to be there and they're wearing smiles cuz all of these things contribute to patients leaving.
They have a lot to do with your attrition. So you've got your team supporting you and complimenting you. A practice should be growing, not shrinking. So every year you should be growing and need, you need to hire more people. It's because you're retaining and growing these people that say they're never coming back.
You need to let them know the person that's calling, well, I'm sorry. We're not gonna be seeing you here again. We sure did enjoy having you as a patient. You know, a lot of times people when they hear something like that, they may be in between of leaving the practice. Maybe they were going to leave and then they got this phone call and they heard something like, And they, they never found that other dentist, so they will go ahead and appoint.
You can, you should never give up on your patients. I had somebody I saw in Dentaltown recently where he said he was gonna inactivate everybody that hadn't been in 18 months. Well, my gut got real tight. Okay. I'm just like, ugh. Because I know how hard it is to get those new patients and 18 months goes by really fast.
Mm-hmm. , I went 15 months without getting my teeth cleaned. Last time I did Sandy Cardew, I did , and so it just made everything. I'm glad my dentist didn't inactivate me. That's insane. Of course, I know how to take care of my. And, you know, I have a little scaler at home, so I believe me, I'm, I'm okay. But you, you know, people leave most of the time cause of the service they received or they felt like it wasn't fair or they didn't like they were treat the way they were treated.
That's what they always remember how they were treated. So that one phone call to follow up on these people that hadn't been. Instead of saying, hi, this is Sandy from Dr. Gutes, I was calling to set up an appointment. You know you're gonna be more personable with them. Letting them know, with missed seeing you, doctor asked me to call.
And you do it in such a kind voice. You don't, it's not just, I'm following them, schedule an appointment to you or send a text like I got yesterday. It's time for your cleaning. I didn't even say what dental office it was from . I was like, who is. Was it from my husband or me? I didn't, you know, and then I saw the text, and by now I've gotten about 25, 30 other texts and I forgot all about it until I was just talking about it here, ,
Michael: until right now.
I was just talking about, yeah, exactly. So then the, the three points keep, no one's watching, no one's following up, no one's tracking. No one's watching is we have to keep an attrition monitor. Right? Yeah. And that. What is that in our practice management
Sandy: software or No, you need to create your own Excel document,
Michael: and that is you're literally looking at who needs to be reactivated.
You're following up with the
Sandy: calls and stuff. The attrition monitor are the people that have left the practice. Those are the people. You're gonna only enter the people that are not coming back, so, You have pulled a report from your dental software, you see who hasn't been in for a long time. Go back three years, go back five years, you have a smaller practice, go back five years.
Then what happens is as you're making these calls, then you find out someone's not coming back. They're entered on that sheet. So it could be that they moved out of town. They changed dentists. They changed dentists because of insurance. I wanna put that in a separate category. So let's see, what did I say?
Change dentists, say Joseph of insurance and moved out of town and deceased. So, and then I like to send a letter to every one of them. If they're deceased, they get a sympathy, the family gets a sympathy. So some type of communication goes to them. Even if they changed Dennis, it's because of insurance. I want them to know that they're welcome to come back to the practice.
And so I'm calling these people, it's like I'm, I'm calling all these people that haven't been in, and I'm not calling them for a cleaning. I'm calling them because doctor asked me to call. Cuz we miss seeing them in the practice and I'm continuing this conversation letting them know how much we've enjoyed seeing them on a regular basis.
You know, ideally we're gonna reactivate them. If they say, oh, well you know what, I'm not coming back. Or, you know, my grandson is a dentist. Now, you know, or you are gonna tell you all these things. Or if you don't really know the reason why, it's okay to say, well, in order to complete our clinical records, may I ask why you wish to become inactive for the reason, and then they'll tell.
And then you make sure that you put that in, in the computer file. And if it's like a, it's, it's an upset. You know, a lot of times when you're talk to these people, you realize they're upset about something, some misunderstanding or, or bad communication somewhere. You've gotta get that handled. You've gotta report it to the doctor and get it handled cuz they're gonna go around and tell everybody.
Michael: Mm-hmm. . Okay. Okay. And then that's how you keep it, the monitoring, right? The attrition you have to follow up with. every
Sandy: week. To me it should be going ongoing. Like every day she's making a few calls and she's putting on the list, and then doctor as or the manager says, oh, can I see our attrition list? How are we doing?
Oh my goodness, look at this. We learned out of those calls that she made in a week that we lost 25 patients. It's just data. Okay? Running a business, you've gotta have data. Stats are everything. I love them. They, they give you a picture of everything going on, and so that. If you have a lot of people leaving the practice, you need to know.
And if you're not keeping up with it, you don't really know it, or you just know a number and you don't know who it was. So I like to communicate to the people that leave because they do come back. I've seen that first in, and they'll come back.
Michael: Gotcha. So then what do we do in this scenario when they're like, oh, you know what?
Yeah, I didn't like that. Uh, I didn't like that this person did that. Or did something happen? That's why I left. I, I'm finding another person. Right. Is. Are we trying to win them back or is it more like, oh my
Sandy: goodness, always, because if you don't, they're going to go talk around town for the next 10 years about you.
It's always better to have friends. It's always better to have really good relationships in life. Um, you know, it's never good to have somebody that's not happy with your service. And, you know, people, like, if you think about, you know, why, like, why would I stay at my dental office? Well, you know, I kinda like 'em.
I like how I feel when I go in there. Everybody's really friendly and I feel comfortable because I'd been there for a long time. And I feel like that work has lasted, that, that dental work. I mean, it, that's what people say, things like that. Right? Or, you know, they love it when they get like, oh, you know, I get my birthday cards from my dentist.
He's the first one that sends me a birthday card every single month. And people like that, they like it. Or, or you can hear 'em talking like, oh, my dentist, this is, this is what my husband's friend told me yesterday. I like this, Dennis. He's got a lot of good UpToDate technology. Hmm. He said, but I, I just don't like what he's doing with my den.
And I'm like, okay. So this is a guy that my husband has known for about 50 years that he worked with about 50 years ago. And every year they have a phone conversation. And that was yesterday. And I overheard some of this conversation. So he has an upper denture and he w, he was in an accident years ago and he lost some of his teeth.
So he is trying to, he want some implants, he's trying to do some work with to his mouth and he doesn't like what's happening. So he calls us and starts telling us about all this You. And that's what they do. He said, you know what, one thing I do like too is they gave me his, an emergency number after I had my surgery there.
And so that was the thing that impressed him. So he was impressed that the technology, he was impressed that he got that doctor said, look, if you have any problems, give me, um, you know, give me a call at this number. And so you're giving them kind of like you're impressing them and they have like a reason to, to stay.
And they're, they're looking if they found your practice and they're gonna stay. If you have, number one, a good care system, number two, you are communicating with them for that recall process, right? You're reaching out, you're in the calling, you're texting, you're sending cards, whatever it is you're doing, you're not being idle.
And I'm telling. The way they feel when they come in there, in that atmosphere and the technology and how easy it is to get an appointment. Those are the things that they are gonna like. Oh, and, and look, we had a friend that told us this at dinner one night. It's like every time I go to the dentist, I'm telling you, I, it's like he's mad and he's just assistant, he's like throwing the instruments down and I don't know what's going on.
Look, those are the little things that make a difference in the practice. Okay? So you can't, you can't do that. You cannot do that. And, and the way the team are interacting with each other. Yeah. They also, the things that's gonna have them stay to your practice is because, you know, if you come across. That you're rushed being impatient or you know, you seem like you're mad at your employees, they're mad at them, or you're not telling them what's going on with their mouth.
The last hygienist I saw was so good and she, she knew I was in the dental industry, but I think she probably does this with all the patients. So she was like telling me constantly, you know, what she was gonna be doing and um, yeah. And if they feel like. Overcharging or focusing on money, that'll be a turnoff for sure.
I think that if the practice is giving them more reasons to stay, you're, they're gonna be fine. Being aware of who's coming, leaving. Okay. Who's staying? You've gotta, you gotta take care of your patients. .
Michael: Yeah, I like that. Like it's, as long as we don't see it, like you said, idly by. Right. Like, give them more reasons to stay than to leave.
Right. I mean, maybe mistakes will happen. The more can compensate for that, right? Yeah. Um, and then monitor them. Any final words for this
Sandy: episode? The only other thing I wanna add, Michael, is I would like for everybody to start watching that attrition number and know how many patients they're retaining.
That is the most important statistic that you can keep. You're always looking for new patients. Let's close the back door. Let's keep some of those patients as you currently have.
Michael: Gotcha. Awesome. So guys, if you want to talk about this episode, come on the podcast or submit any questions. Then you can do so by joining the Facebook group Dental Gumbo.
And at the same time, don't forget to leave us a review on iTunes. It helps us out a ton. So please go ahead and do that. And thank you guys so much for tuning in, and we'll talk to you in the next
Sandy: episode. Yeah, Rebe, have fun. Reactivating those patients.
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
[Click here to leave a review on iTunes]
Guest: Katherine Eitel Belt
Business Name: LionSpeak
Check out Katherine's Media:
LionSpeak Communication Training Options
Other Mentions and Links:
The 5AM Club: Own Your Morning. Elevate Your Life.
Wizard of Oz
Invisalign
Blue Cross Blue Shield Insurance
Lions Peak Winery
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Communication is essential to building a strong team and patient relationships.
- Don't forget to invest in team culture! It's not all about how much you're paying employees. They want purpose, support, and acknowledgment as well.
- Always lead with what your practice DOES offer rather than what it DOESN'T. This is especially true when handling those tricky questions involving insurance.
- Don't be afraid of the price question. If a potential patient is asking about price, it means they are looking to buy!
- When on the phone with potential patients, be sure to establish a relationship before asking for details.
- If you aren't the cheapest practice in town, you will have to sell the value of your practice rather than the price point.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Our Sponsors & Their Exclusive Deals:
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/affiliate/tdm !
Thank you for supporting the podcast by checking out our sponsors!
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Katherine, how's it.
Katherine: It's going great. So glad to be with you this morning. No,
Michael: thank you for being on. We truly, truly appreciate it. I know we're not far from each other. You're experiencing We just had a ton of rain, huh?
Katherine: We did, but it's made everything, uh, gorgeous and green and the snowcap mountains. And I heard we're gonna have a super bloom because of the rain on the
Michael: flowers. Oh yeah, yeah, yeah, yeah. So it's gonna be beautiful here in southern California. , but Awesome, Catherine. So can you tell us a little bit about your past, your present?
How'd you get to where you are?
Katherine: Yeah, so I come from dentistry. I started in college as a chairside dental assistant and eventually worked my way up to the front office area in the administration area of a practice and managed a large practice. eventually my career led me into practice management consulting for several decades, and then about 10 years ago.
I narrowed my focus to communication skills, coaching only, and primarily still within dentistry though, we do some corporate work and some work, uh, in, I would call it discretionary healthcare fields, but primarily dentistry. And, we like to describe our company. My company is Lion Speak and the overarching umbrella is communications coaching.
But under that umbrella, . We basically deliver that in three different sectors. So one sector we describe as patient facing or customer facing communications. So we talk and teach a lot on telephone skills and converting new patient phone calls, especially difficult ones. And then also case presentation, financial discussion with patients.
We have a lot of practices transition off of insurance plans and all the communication that's needed for that. Our second lane is described. Team facing communications. So, team culture, leadership. We turn a lot of managers on how to have something we call courageous conversations in a really productive way.
I'm writing a book on that right now, and we're getting ready, to release an on-demand video training series on that in April. . And then our third lane is described as audience facing communication. So we have a train the speaker and a train the trainer program there. and that's for anybody who wants to speak from the stage or even for practice owners that have large practices that may need to address their company or a board or anything like that, uh, on a regular basis.
Then we help them with their presentation skills. So, Where I've come from and, and where we are today.
Michael: Okay, nice. So let's rewind a little bit. You said you started as a chairside dental assistant, Uhhuh, and then you worked your way up to the. , why, why didn't you just stick to, you know what I mean? Like, okay, you know, I'm gonna do more clinical and stuff like that.
Yeah,
Katherine: well, I think, I think I got there a, the way a lot of administrators got there, I was sort of thrown into it. Uh, our, the administrator office manager that we had was in a car accident and actually didn't come back to the practice for over a year. So we were all just sort of pitching in, you know, pinch hitting for our team and it stuck, I guess I was.
Had some talent or was good at it and good on the phone, good with patients. And so I ended up, they ended up hiring another assistant and I ended up staying up front, and eventually moving on to manage a practice. and so I love both. I loved them equally. I loved chairside, with patients. I loved dentistry and providing it, but I also loved, the management of a team and, the systems, you know, management that was required from an administrator's position.
Okay. Wonderful.
Michael: Yeah. And then why did you narrow your focus to just communications?
Katherine: Ah, interesting question. So I think something happens when you hit your fifties . I think you're looking at your, you know, yardstick of your life and one half's looking a little shorter than the other half. Mm-hmm. . and I think, you I looked at my business, it was a very successful prac, uh, dental practice consulting business.
but there was a sliver that I enjoyed more than the rest. it's not that I don't understand how to set goals and track metrics or read a p and l. Uh, obviously I own my own business and, and helped many, but, or that I don't understand insurance coding and things like that. But that was never, it never lit me up.
what did light me up was helping dental professionals step into their potential by communicating at a much higher level. And so it was a bit of a jump off the cliff. I mean, I had people say, you know, I don't think, I don't think dentists or really small businesses are gonna pay for communications coaching only outside.
Practice management and I wasn't sure they would either, but uh, turns out 10 years later, here we are and turns out they will. So, I think I have a knack for it. It was definitely, I wanted to spend the rest of my career working on the topics that I most enjoy teaching, and also with clients that I most enjoy working with.
So it was a bit of a narrowing of my focus.
Michael: That's nice. I like that. Yeah, you're like inching down, you know what I mean? And it's good. Yeah. Inching down. Exactly. Right. I like it. So out of the, the three lanes that you mentioned, which do you see people returning and kind of saying like, we need this. I would assume it's team because, you know, teams are changing all the time, but like, where do you see where it's never ending?
All
Katherine: three. all three. Okay. So patient facing, obviously we have new people coming on board. We have, you know, older, personnel that's been with us a long time or been in the industry a long time that sometimes needs a refresher. so we see. ongoing there. We have clients returning year after year, after year.
Mm-hmm. , but certainly for team facing. We do something called, um, what in our leadership coaching we do, something called a calibration retreat. And many of our clients have us back year after year to facilitate that retreat. It's called a calibration retreat because it calibrates it's intention is to calibrate the team with the owner's future vision.
At that moment, how they see the future and what they're trying to create from that vantage point. and also the standards, the cultural standards that they, that are important to them. And so our job is to make sure that the owner's crystal clear about that for themselves first. Mm-hmm. , and then articulates that very clearly to the team.
And that we are able to facilitate a discussion at least once a year about, inviting people, which is a very d. Idea than demanding, inviting people to, cross the threshold into helping us achieve this vision and to align with these cultural standards. So there is no doubt right now given the shortage of employment that we're seeing sort of at a crisis level, we had clients that we've worked in different, maybe different areas that have come back, maybe post Covid.
They were like, well, you know, culture, you know, it's important, but I don't know if I wanna, mm-hmm. And all of a sudden they're calling and going, okay, I get it. I can't, I can't keep people, I mean, they're going down the street for a few dollars more an hour because, , they feel there's, that the cultures are the same.
Yeah. Or one is better than the other. And so I get now that it's more than just what I pay. Yeah. I have to create a work environment where people have clarity, where they have, they feel a part of something bigger and they feel supported. So, helping. Owners and managers and leadership create that environment is what we're all about.
So you can imagine there's just like booming business in that lane. Yeah. Yeah, yeah. And then, you know, as, as practices have scaled with multi-location, lots of doctors, There's a point, sort of kind of a crossover point about five practices in, if their intention is to grow, and scale at about that juncture, we find that they need to create a middle layer of management and often of training, internal training.
And so in our third lane, we're doing a very robust business right now in helping. Managers or, or dental personnel that gets, advanced or promoted into those, uh, training or management positions to learn how to coach their people. They often are really good at their job. It'd be a, someone gets promoted cuz they're a great hygienist or a great administrator, but when we promote them into a leadership position or a management position, even a team lead, they often fail because the skills you need to.
Really great hygienist and team player are a little different than what you need to grow and coach your people. So we're doing a lot of work in that area to help these new managers learn those skills. So it's hard for me to pick a lane cuz we're busy in all of them. Yeah,
Michael: no, that's good though. That's good.
And I like how you mentioned on the other one where it's like you want to feel, you want your team to feel bigger than it. they want, they wanna feel a part of something bigger than, you know what I mean? What it is. I know a couple of hygienists, they're hygienists, Catherine Hygienists and dental assistants who left for like, oh, in and out, has way better structure and organization and I feel like I'm, I'm going somewhere with them, you know, or another, you know, it's so different industry, but they're doing that.
So, I wanna ask you, I wanna dive into two specific ones. Okay. Ones that we, uh, discuss all the time. Here is one of 'em. Let's, let's dive into that. One is telephone skills and converting difficult New patient phone. . Okay. How can we, what are some pointers, instructions that you can give us for this?
Katherine: Well, we're known as the unscripted communications coaching company because I dislike scripts very much. I don't think they work. I get why we invented them, very popular in the seventies and eighties, even into the nineties. Scripting was really popular. . And I remember my boss at one time hiring a consultant, and it was overall a really great experience, but I remember the day he plopped down a three ring binder full of scripts for everything we were supposed to do in the dental practice.
And I remember reading some of those and thinking these were the Hokies things I ever read. Like I couldn't, yeah, I couldn't imagine th saying it that way through my personality and sounding mm-hmm. like normal and so, . I get why scripting came about though, because as a businesswoman, I definitely want to have consistency of service and consistency of brand and messaging in my company.
Like I wouldn't want you to call and talk to Kelly and have a completely different experience and get completely different information than you might if you talked to Stacy, right? Mm-hmm. . I do. I do. I do think that the idea of scripting was to give us consistency for branding, for messaging, for all of that, and so I get.
and I do think it's important, but I'm the kind of gal that says, why do I have to choose between consistency of message in my business and authenticity and connectivity with my patients. and my customers. Mm-hmm. . And so likewise, I don't want you to call and talk to Kelly and get a robotic. , like she's a robot.
And then it's the same exact experience when you talk to Stacy. Mm-hmm. . So I want, I want their personalities to come through. I want you as a customer to think, I, I spoke to a human being who heard me and had a, developed a relationship with me and was present in this moment, not reading from a memorized script.
So I'm the kind of girl who says, I don't wanna choose, I want both. And I think you can have both. And you do. With frameworks. Frameworks similar to scripting in that we require everyone to agree to that framework and we hold them accountable. We test them, we teach them, we train them, and we hold them accountable through ongoing coaching to that framework.
But within the framework, they get to be who they are as long as they hit the points of the framework. We say if they're funny, we want 'em to be. . If they're kind and sweet and gracious, that's how they're wired, then let's be a big version of that. We teasingly say if they're direct, they just need to be careful.
yes. But, but they get to be who they are and, I like that. I think patients respond well to that. It's how we train everyone, that we train on communication. If we're training a speaker on the stage to be a better speaker, we don't want them to sound like Catherine. , we want them to sound like the best version of them, their personality to come shining big through that stage performance.
But we do want them to get the points across to the audience that they've agreed to speak on. You know, so they're, again, there's a framework, but within their framework we get to be who we are. So that's first. tips on telephone skills. So our framework is a simple four step Process for.
almost every single new patient phone call that you could imagine. And there's really a top five. There's the patient that calls and asks the price of something, which is challenging. There's the patient that calls and asks for a checkup or a cleaning, you know, they're not really, they have no real urgent need.
they just wanna stay current. Right? And so they call asking, usually the question is a checkup or a cleaning. The third one is, they have an emergency, they have some level of urgency of a toothache, or they have a broken tooth or something doesn't feel quite right. Or they have, you know, they want something whitened before their wedding.
There's some sense of urgency. Mm-hmm. and some more immediate need. there is also a couple of other questions that come up. They're, they're not actually. A need, but they're the first question that gets asked. One of those is, are you on my plan? Now, that's not actually why they're calling. It's usually something else.
It always is something else, but it's the first question that they ask, and it's what administrators are faced with. Answering, and that's easy to answer if you are a provider on the plan. It's a little more challenging if you're not, and lots and lots of practices struggle with that question. So those are the kinds of questions that we coach on.
and so my t my quick tips, I mean, of course we, we take a lot longer than this interview to, to train people to be experts at this, but high level tips would be this. the first thing you have to accomplish is get in relationship with this caller. So what tends to happen is they'll say, hi, I was calling, I've got a a bit of a toothache, and I was wondering if the doctor could see me today.
and what we hear we do, we do thousands of mystery shopper calls a year for our clients. And I'd love to talk about how we do that a little differently, in a, in a bit. But we, but we, we listen to a ton of calls every year and more often than you might think. It's, it's actually very frequent and very, uh, often that we hear someone will answer that question with a another question of, what insurance do you?
So here they've said, I've got a tooth that's bothering me. I'd like to know if I could be seen today. And they say, okay, well do you have insurance? What insurance do you have? So what happens with that response? It's not coming from a mean person. It's coming from a person who's got three lines on hold and two people are checking out and they got a lot going on.
Mm-hmm. . And they're trying to be efficient, but what, how it sounds to a patient is all you care about is getting paid. and so what we first teach. Before you ever answer any question, say, well, I'm really glad you called. I mean, again, in your own words, but I'm really glad you called us. Welcome to our practice.
My name is Catherine, and what was your name, right? Let's get on a first name basis. . So the first thing I think is how can I get their name? How can I welcome them? And then I will usually, if they don't offer, I was referred by this person, or I found you on the internet, or however. So if they say, I was, my neighbor said I should call you.
I say, oh, well who's your neighbor? that's so awesome of her to refer you. And how long have you guys. Next to each other. You know, just I, if, if someone says, you know, I just moved to the area and my someone at work said I should call you. I say, well, where'd you move from? How long have you been here?
How do you like it so far? I mean, there's a thousand questions you could ask. That's the no scripting part. Mm-hmm. , ask whatever feels natural to you and to the conversation, but don't skip the principle of walking through the door and getting in relationship with that person. So one way to get in relationship is to walk through any open door They.
Now that's gonna be really annoying to a patient that's in pain. So if a patient that is in pain and they express that, or even any high urgency, . We don't wanna say, well gosh, how long have you worked there? You know, and it's annoying. So what we wanna connect with is empathy. We wanna say, before we ever answer their question, we wanna say, well, I'm, I'm really sorry to hear that you've been in some discomfort.
I'd love to learn a little bit more about that and how we can get you seen quickly and get you feeling better soon. So I just want you to know, I, I get it and I'm, and I'm really sorry to hear that, you know, just some empathy that says, I heard you and I actually care about it. it's less than 30 seconds.
It's not a long time, but do not skip this step. So that would be my first tip. Second tip is get in control of the phone call. And I'll tell you, Michael, if your listeners took only one thing away from this, Discussion about telephone skills. Mm-hmm. and even maybe communications in general. If they took this next point away, they'd have the keys to the kingdom if they would remember that.
Whoever, in any conversation, Like in this interview, in any conversation, the person that's asking the questions is actually controlling the direction of the conversation. So in our exchange today, you're asking the majority of the questions. You're steering what we're gonna talk about. You're steering the direction of our conversation, which is as it should be, it's your podcast.
But when people call a dental, it's usually the patient that's holding that baton of control because they say, are you on my plan? How much do you charge for a crown? can I get my teeth cleaned? You know, can I be seen today? so they've got the control and instead of thinking, my job is to answer all their question.
An administrator would be better served to say, my job is to gently reach through that phone, connect with them personally, gently grab that baton of control and bring it back over here where I can steer and control the conversation. That's the biggest mistake most people make in our mystery calls is they don't get control of the call early.
And how you do it is you answer their question with another question. So I might say, if they said, you know, how much do you charge? whitening. I might say. Well, I'm so glad you called. We do whitening. A lot of whitening, really good at it. So welcome to our practice. Uh, my name's Catherine and what was your name, right?
I connect with them somehow. Then one, once I felt like I've connected, then I say, so I'm happy to answer your question about the whitening. I just wanna make sure I give you the right information, and schedule the right appointment. So, would you mind if I ask you a few more questions or a couple of.
now who's got the baton of control, they feel like they're gonna get their question answered. So they're not resistant in any way. But I have not answered their question. I've actually just reached through the phone and brought the control over to me. Mm-hmm. , and now I get to steer this with a line of questioning that will help me determine, really the only two things that an administrator ever needs to determine on a new patient call.
One is, which of the two appointments we have to offer is best a comp. or a limited exam, which of those is the best for this patient? And it is often different than what they asked for. Lots of people asked for a cleaning, but what they really want is to have a tooth checked. Lots of people asked to have a tooth checked, and what they would be more than willing to do is have all their teeth checked.
So, I mean, that's not always the case, but it often is the case. So when someone says, I was wondering if I could schedule a cleaning, I think in my mind, well, we'll see. We'll see. Depends on how you answer my questions. Mm-hmm. , I'm not just gonna schedule you for a new patient exam and cleaning until I've taken you through a line of questioning and my, all my questioning is about urgency.
That's, it's all about urgency because the only thing that drives them, or should drive them to a limited exam that I'm gonna shove into the middle of a full schedule should be urgency. And if it isn't urgent, then I'm gonna try to direct them and steer them to a comprehensive exam. that's the one thing I have to determine.
The second thing I have to determine with my line of questioning is, what else do they care about? What are other hot buttons? is it the discomfort? do they also have some money concerns or financial concerns? Do they have, maybe they're concerned about getting some, you know, disappointment but missing too much work.
maybe they have an upcoming event. They want the work to be done before, so I'm trying to find out what else do they care about so that when I step into to my step number three in the framework, I can give back to them. The right appointment and why it's perfect for them. Options on times and dates, and then I'm also gonna promote the practice.
back through the filter of what they said they cared about. So if I discerned that they cared about money, then I'm going to maybe mention, I'm so glad you found us because you mentioned that you were a little bit concerned about the cost of this treatment and, we have lots of patients that have expressed that concern and we are really exceptionally good at helping patients with a variety of.
Financial options to afford the care that they need and want. So once you come in, we'll find out exactly what you need, and then the two of us will sit down and we'll look at a variety of options. And we almost always are able to help patients find something, that helps them afford the care that they want comfortably.
So I look forward to that com. You know, so it's mm-hmm. , my, my feeling is that it's our. to promote the pr. It's not the patient's job to sell themselves on us. It's our job to sell them on us. And so once in step two, I've discovered what really matters to them and which appointment would be appropriate.
Then in step three, I'm actually giving that to them, but I'm, but I'm stepping into actively promoting this practice through the filter of what I've discerned they care about. So, and then in step four, take care of the details. That's where we get insurance details. That's where we give them directions and that's where we reconfirm the appointment or get whatever, you know, whatever the details are.
But one of the big mistakes, Michael, that administrators make without training, and I'm, I've made all of these mistakes, one of the mistakes we often make is we let the computer screen for a new patient account guide our. And the computer screen for a new patient account wants to know address and phone and email and insurance information.
None of those help us with those two questions. What appointment is appropriate and what else do they care about that I can promote the practice to? So those questions, in my opinion, should be later in the call. Once we schedule an appointment, then all those things matter. But what does it matter what their address is or their email is?
if I haven't even sold them on the practice and we don't have them scheduled for an appointment. So I, I wanna, my questions on step number two are geared toward discovering the level of urgency and what else do they care? What are their hot buttons so that I can manage that well in step three. So those are some tips that I think, if people could really focus on restructuring where they guide and how they guide a patient, they'd do so much better, in those phone calls.
Michael: Wow. Okay. So these are the four major steps for this framework. And you mentioned you do mystery shopper calls, Uhhuh for your clients. How does that work?
Like what were, how do you do. .
Katherine: It's really kind of a scary proposition for most administrators if they're honest. . it's scary for anyone, you know, I'm a speaker and trainer and coach and, I've been invited to do some pretty big keynotes here in the next year or so. Mm-hmm. and, uh, they're bigger audiences than I'm used to addressing normally.
And so I reached out for some additional coaching for that keynote and the first thing my coach said is, I want you, One of your next upcoming speeches, I want you to record it and I want you to watch it and self evaluate your, you know, your performance. And then I will do the same and we'll come together and talk about it.
And it was painful. It was painful to listen to myself, to watch myself. It's very hard. But as a professional, . I wanna continue to grow. I wanna grow my income. I wanna grow my value, I wanna grow my performance. And so to do that, I've gotta have the courage to listen and watch myself. And so I would say to administrators or anyone, in the dental field, if you want to advance your career, if you wanna be paid top dollar, I mean, imagine being able to lay down at your next review, your next performance review, four or five mystery shopper calls that were perfectly score.
and you've got tens across the board. I mean, those are the kinds of talents that, managers and leaders and owners are wanting. to pay for. So I like that. Um, one of the things I'll say about Mystery Shepherd calls is that we have some competition that I think does it very poorly.
And because they have done it very poorly, it has turned a lot of people off to the idea as a whole. And I think we're throwing the baby out with the bathwater. I think it's just been done poorly. So for example, We don't do any sneak attacks. If we're gonna do mystery sharper calls and we agree to do them and a client hires us, it's with the understanding that we will train first.
We will help people to get better first, and we will show them the scorecard. We will train them against the scorecard so that they have some input, they have can, can ask their questions, get whatever. We're not trying to catch people doing. We're trying to help them get better and so no sneak attacks.
The other thing is we don't use, we use normal people for the calls, asking normal questions. We're not trying again to trick people. We're trying to say, can we get you and help get you significantly better with the normal caller? So asking the normal questions that that patients ask. So, you know, we're not dragging people off the street to do this.
We. , regular moms and dads or even have a couple of retired dentists that make calls for us, but they're asking normal questions and, and I think if we get good with those, then we've, you know, we've, we've scaled the mountain. so those are some of the things. The others, we never play these calls before, anybody without their permission.
Hmm. So sometimes. Somebody says, I want my team to hear this call. I want 'em to hear how much noise they were making in the background while I was trying to handle this call and how that sounds on the phone. So sometimes they say, please do play it, but unless we get their permission, well, first of all, unless we get their written permission, we never even make the calls we want.
Mm-hmm. , the individual's written permission over the next year to do these and to sit down with them and to go over the results and help them get better. with one exception. Of course, whoever hired us to do these, they get to listen to it. But other than that, we wouldn't play it before a department or a team or anyone else, unless we had that person's permission.
Again, we're not interested in embarrassing or catching someone. We wanna build you up and make you say, that was one of the best things I ever did and it, and it helped my career. it's, it's important I think that we treat people the way we would wanna be treated. So if you're interested in advancing your career or you're interested in helping your people advance their careers, and convert more callers on the phone, I think teaching them well and then getting them a coach that can be their support person to, you know, hold them accountable to, to what we've agreed to is, is super, is super important.
Yeah.
Michael: What about Catherine, the type of, patients that. I a hundred percent agree. Like we, we do need to get control of the, I love that how you said, like, and that's a huge principle. Like what, okay, the one asking the questions is the person, you know what I mean? And then at the same time, you wanna show that empathy.
Like, sure, who doesn't want, who doesn't love that? Who doesn't like you get it? You, you get that? I'm in pain, right? But what about those patient. Because I remember working in the front office and we would get a lot of the times where they're like, well, what does that matter? Like, it's almost like they were really short with me, where it's like, just, do you take it or do you not?
That's all I need. Do you take it or do you not? And I'm, I kinda
Katherine: wanna you insurance on
Michael: insurance when, whether it comes with insurance or whether they're like, do you have an appointment right now, or no? Yes or no? Like, they were very short. So how do we, how do we deal with that? Like I feel like when that happened, everything went out the window that I
Katherine: learned, you know?
Well, it doesn't really, So, you know, if I were, I travel a lot because I speak a lot. Mm-hmm. . so if I, let's say I, I'm waiting for a plane. I bite down on something. Maybe I have a little popcorn or something. I bite down. I think maybe, Ooh, I think I, maybe I chipped that tooth, right? I'm on the Jet Way board in the plane.
I call in office. If I say hi, look, my name's Catherine. I tell Belt, I live in Temecula. I'm actually boarding a plane. I just think I bit down on something. I think I might have chipped part of my tooth. It's not hurting. but I would like to get it checked when I return on Monday. and I can come anytime next week.
I don't have insurance. I'll be paying cash. I just like to get something if I could, early afternoon next week, I can come any. , you pr pretty much have skipped over the four step process because I've given you every, I've given you. , my urgency where I am on the scale of urgency. It's not very urgent.
I've already answered questions about how, how I'll be pain, what I expect when I can come, so you can, it would be silly to try to go back to step one and try to walk down this floor. Mm-hmm. , it's like I've catapulted. So it's really, you have to use your head about the framework. The framework is more for someone calls you have limited or no information.
I wanna know how much you charge for a crown. if you answer that, it's like you're throwing some, you know, it's like you close your eyes and shoot the arrow and hope that you come anywhere near the target. But when someone, someone gives you enough information up front that the target's now clear, just shoot the target.
Right. Yeah. Just, just take 'em there. Now I'll give you one exception and that is the question about insurance. And it's similar to the question about price. I contend nobody is sitting around on their sofas at night scratching their heads, wondering what the price of crowns are these days. That's not why they're calling.
Yeah, they're calling because, and asking this question because there's, it's sort of like the Wizard of Oz. There's something behind the. , right? There's, there's this little thing behind the curtain of this big scary question that's actually really important. And so rather than address the big scary question, I wanna kind of be good enough to peel back that curtain and say, well, what's what's behind there?
Because the truth is, unless you are the cheapest in town, if you are the cheapest in town and somebody is, somebody is, if you are, that question's not. , right? Mm-hmm. , if you're the cheapest crown in town, cheapest Invisalign. Cheapest whitening. Cheapest implant. you can answer that question they're not gonna find it any less.
But if you're not the cheapest in town, then we won't win on answering that question. We will have to win in some other way. We'll have to win on value. And to do that, we've gotta get behind why are they calling, why are they asking this question in the first place? And if we can get behind that, and that's why I say, Honor the question.
Say that I'm, I'm so glad you called us. I'd love to talk to you about that. I wanna make sure I give you the right information. So would you mind if I ask you a couple of questions and then of course, I'm gonna start with why. Why is it that you think you need, first of all, is this for you? And if it is, or whoever it's for.
why do you think you need a crown? are you experiencing some discomfort? If they say yes, I'm gonna explore that, cuz I'm still trying to figure out am I gonna schedule them for a, an immediate exam mm-hmm. , you know, a limited exam or am I gonna get them into a comprehensive situation? I'm trying to decide now on the price question we teach to.
avoid that question upfront and do use these techniques of questioning and then offer them some appointments. And another tip I'll give right here, stop asking, do you perform mornings or afternoons or do you prefer a day of the week? Stop it. The reason is, if you ask Catherine, do you prefer mornings or afternoons?
Catherine's gonna say mornings because I would rather come in eight o'clock, get my appointment done, have my day to go back to work, and, and be productive. But if you had a one o'clock in the afternoon open tomorrow that you wanted to fill, and you asked me, do you perform mornings or afternoons? I say eight o'clock, you now, it doesn't even make any sense to offer me the one.
but that's what you really wanna fill. But if you said to Catherine, you know what I, Catherine, I have a, an appointment doc, uh, doctor has some, an opportunity to see you for that either tomorrow at one or, next Thursday at 10. Which of those would work best for your schedule? I might pick the one tomorrow if it was available.
So you've scored big with me. Now what I know is that three outta four people will go where you lead them. if you lead them. In other words, if you give me a choice, three outta four people will pick one of those choices. You score big on three people. If you just don't ask 'em morning or afternoon, just take 'em.
Give them your hardest to fill times and see what happens. One out of four, Michael, mm-hmm. will not go where you lead them. They are assertive enough personalities that unless you can give them an eight o'clock on a Monday, they're not coming there. And so if you offer me one in 10. . Then that assertive person's gonna say, well, actually, the only time I can come is eight o'clock on a Monday morning.
Can you see me? Right? And so what have you lost with that person? You've lost nothing. You'll direct them to your next available early morning, which might be a while, but you've scored big on the other three that wouldn't have picked the one o'clock, but took it because you offer. , do you see?
Mm-hmm. . So free yourself up. Stop that habit of, of doing that, and just offer them, direct them where you want to go, where, where you want them to go. so back to my question of the shopper and the insurance on the shopper, I am going to try to guide them and a lot of them will never ask that question a second time, and they will come in, but some will, some will say, well, I, I'm not ready to schedule cuz you never answer my question about how much it costs.
So I contend administrators need to sit down with their manager or. and they need to ask, they need to say, I'm feeling very skilled to avert that question at least once, maybe twice. But if they push me a second or third time and say, I need the, I need to know how much it is, I need to know from you which way you want me to go, because whether I, whether they quote it or refuse to quote it, they're going to lose some people.
if you quote it and you're not the cheapest, you're gonna lose some. If you refuse to quote it, you're gonna lose some. So I think it's a great trade to an owner or manager for an administrator to say, I'm not gonna answer it on the first go round. I'm gonna use this technique. I'm gonna try to get them in here where we can see them eyeball to eyeball and we can quote the fees.
Then I'm gonna do my very best. And if for those. Circle back around and force me, how do you want me to respond? And really, it's a, it's just a choice. my preference is to, uh, quote range if you're pushed into the corner to quote as wide a range as is reasonable or truthful. But not to do it right away, not to do it on the first go round, you know, to have some skills to try to avoid that question.
We're not trying to avoid the question. We're trying to get them there to see and only quote what is real. We're also trying to get them in so that they have an experience of what our fees afford them. We can't give them that experience of what our fees afford them over the. completely. So if we can get them in, we have a chance of them falling in love with us, falling in love with our office, our doctor, our hygienist, our team, our technology, all of that.
But we, it's harder on the phone. So, so those are some tips for that, for insurance. you know, it's easy if you're on the plan, but if you're not, my suggestion very quickly would be don't tell them what you're not. , tell them what you are. So instead of saying, I'm sorry, we're not a provider on the plan, you're gonna lose a hundred percent of those people, wouldn't you?
Mm-hmm. , you're gonna lose a hundred percent. But if you say, I'm so glad you called. And we work with a lot of patients who have, blue Cross Insurance, we are considered what is known as an unrestricted or, you could say, I've heard people say, uh, non-preferred. I don't, I don't like that term. I think non-preferred sounds like the insurance company doesn't prefer you.
Mm-hmm. . But my favorite term of all is either unrestricted or non-contracted. So if someone says, you know, I was wondering if you accepted my Blue Cross Insurance, then I would say, well, I'm so glad you called. we help a lot of patients with that insurance.
We're considered what's called a non-contracted provider. Here's how your insurance would work in our practice. And we help them understand. So what we're doing is we're saying, here's what we are instead of what we're. Here's what we can do instead of what? What can't be done, here's how you can use it instead of how you can't use it,
So it's the other side of the coin. I'm never asking people to say something untrue or something that is a lie. It's a bait and switch, and I don't believe in it. I don't believe in saying, yeah, you can use your insurance. Come on in. And then revealing once they're there that we actually aren't a provider on their plan.
I think we need to be truthful, but again, . I often will say, you know, I'm curious why you're looking for a provider on the plan. Is there some particular reason that you're wanting to be seen by a dentist? And if I can find that reason, I can sell my practice back to that reason. And often I can get them in even when we're not providers often, but if we do not reach to that phone line and convince them that they shouldn't make a decision till they meet our doctor.
They're, they're gonna go someplace else. Cuz in their mind, all dental practices are kind of the same. They all went to dental school, they all do a crown. They, you know, it's all the same. So unless we can kind of enlighten them that it isn't the same, then we're playing the wrong game. We're playing the wrong game.
Michael: Yeah. really like that. Uh, especially, and I, I kind of see now that you're talking to me, This involves a lot of consistency, like training, right? Like, it's not just like a here's a thing and then get it, get it together. Because I remember when I think we had like somebody talk to us about print office training on how to handle new patients phone calls.
And I did the same thing, but then when, when that happened, when someone's like, oh, I just need like the plane and, um, and metaphor, right? I, I forgot everything and I, I just went back to my old habits and then I just went like, okay, well, uh, let me just check real quick and then, and I was like, why I, I, I failed.
I gave up. You know? So I feel like that that's a thing that can happen quite often.
Katherine: yeah. We wanna support people with a system that they feel like they can be who they are, but they have some guidance. I know how to handle this question. I mean, there's only a handful of common questions if we're going to get four or five.
In some practices, it's many more than that a day. , are you on my plan questions or how much, you know, if you're, you're, you're really, promoting different ways of marketing practices. So I mean, I feel like we're always marketing. We're, there's never a time, we're not marketing, right. We're, we're always putting forth an image of who we are.
And so you can't not market, but you cannot. Market on purpose. You can market accidentally, and sometimes not the way you meant to. And so you know it, so maybe all you have is a website and you're, maybe you're not, you don't have a social media campaign. You're not doing direct mail, you're not, you don't have a billboard, you whatever.
but regardless, they're gonna find you some way, they're gonna find you through referrals, the, the relationships you've nurtured. That's a marketing activity. So however they come to you, we have to have people on the phone that are skilled at the common questions those people would ask. And I find the more we do external marketing, the more we are doing direct mail, the sort of a cold call, the more we are doing social media outreaches and things like that, the more we're doing those kinds of things, the more we generate shopper questions and.
a lot of administrators because they struggle with the question, they're not very successful with them. And anything you're not very successful with, you're going to avoid and not like, we wanna get 'em way more successful.
So they actually go, oh, goodie a shopper question. A price question. Because a price question says I'm interested, it's actually a really great question. It's basically a screaming neon sign saying, I'm in the market. I'm, I'm interested, but I have a, uh, this little roadblock of price. And often they don't know what else to ask.
often, those price shoppers wouldn't choose the cheapest if they knew it meant. Quality. Nobody stands behind the work. The place is dirty, the service is terrible. the experience is terrible. It's unskilled people, all of that. If they knew it, they'd say, well, I'd rather pay a little more and get a different experience. But it's up to us to make sure that they understand the experience with us. So I think that's the key, is getting your people trained, not just handing them a phone and a pat on the back and saying, good luck. Yeah. And that's how a lot of administrators are trained.
No, I
Michael: agree a hundred percent. Wow. Catherine, thank you so much for being with us. We had, I wanted to ask you more stuff, more questions, but this was so jam packed. We definitely gotta invite you back on again, but, oh, I'd
Katherine: love to be back on so much to talk about. I mean, communication runs the world, right?
It, it just, everything happens through communication. So there's lots to talk about.
Michael: that's true. Yeah. Communication. I really appreciate it though the, a lot of these principles that you, you mentioned here, especially when it comes to new patients and And diving into that, where can our listeners find you if they need to reach out to you?
Katherine: Well, they can reach out, through our website, obviously, which is lion speak, l i o n s p e a k.net. the.com is owned by Lions Peak Winery, so if you want wine, we say go there, . But if you want communications training, come to lion speak.net. And, if you go to, patient service skills, the tab there.
There'll be a dropdown menu and it'll show you, a lot of the programs we have, uh, an audio download. It's kind of a do-it-yourself, telephone training program, so you can buy that audio download. It comes with a workbook, and your people can listen to it and learn how to do all of this much better.
So it's a very affordable, very easy sort of do it yourself. if you, Some ongoing help. We have an annual program that includes that training, but it also includes virtual time with a live trainer, and the Mystery Shepherd calls throughout the year and, you know, more handholding and more, hands on, training for your team.
So, lots of different options. we do some onsite visits, uh, if we wanna combine some topics for teams. And, so you can learn a lot, a lot about us there.
Michael: Awesome. So guys, that's gonna be in the show notes below, so definitely check that out. And Catherine, thank you so much for being with us. It was a pleasure, and we'll hear from you soon.
Thank you.
In this week's Monday Morning Marketing episode, I'm joined with dental marketing expert Christa Nes-Iadicola, who shares four key tips for a great patient experience: consistency, simplicity, cohesiveness, and connection. Consistency means patients know what to expect when they visit and you deliver! Simplicity ensures that the whole process is low friction, with easy scheduling and no need to re-ask questions. Cohesiveness makes sure your team is on the same page, answering commonly asked questions in a uniform fashion. Lastly, connection is the unique experience aspect, calling your patients by name and taking detailed chart notes. She also emphasizes approaching patients with servitude, not entitlement, and sending personal letters to patients who leave.
Drop in on my conversation with Christa for valuable insights on improving your patients' experience!
You can reach out to Christa Nes-Iadicola here:
Email: info@christanesllc.com
Other Mentions and Links:
Denta Dental
HIPAA - The Health Insurance Portability and Accountability Act
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/affiliate/tdm !
Thank you for supporting the podcast by checking out our sponsors!
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Krista, so talk to us about patient retention. How can we utilize this, or what advice or suggestions can you give us? That will help us with this.
Christa: Yes, Michael? So I think when you talk about patient retention, it really comes down to,
one thing, and that's a great patient experience.
And to have a great patient experience, I think you really need to dial in for. Key points.
and the first one is consistency. You have to have your systems and protocol in place. Um, the patient needs to know what to expect for that appointment, and then you need to deliver that. So once that is done, that's the first step in trust.
After you repeat that process in every area of your practice, the patients begin to trust you. So, um, when you think about systems and protocol that you need to have in place to have good patient retention, There really are a lot that go into it, but if you look at just a few, look at your policies, look at your cancellation policy.
Look at your confirmation policy. Do your patients know what they are or are they calling to cancel their appointment? And the staff is. Annoyed that they're canceling their appointment within two short timeframe, but they never were aware of your policy. That creates friction between the staff and the patient, obviously.
So the patients need to know exactly what to expect on every level. So this is prepping them for their appointments. If it's a first appointment, even if it's a return appointment, they want to know what to expect. And once you're hitting those x. Expectations, um, then the patient starts to trust you. I think you also have to think about your policies when it comes to follow up.
So when you're following up with patients that cancel, are we just letting them fall through the cracks and then picking it up at another time when they're not necessarily thinking about that appointment anymore? Or is there a good protocol in place that we've became consistent on within the staff?
obviously when you're looking at patient retention, your attrition rate will start to go up as soon as those patients hit a certain month mark, and they're not reappointing. So look up at how you're reappointing. Are you reappointing? And what is your follow-up system look like? Most offices these days use um, automation, which is great, but when are you going to get a personal touch and.
in that process with the patient. So is what I find with the offices that I work with is that a lot of staff will have limiting beliefs, in this area specifically. They'll say, well, I'm looking at their history and it shows that we've texted them this many times. I'm not going to reach out and annoy them.
But the simplest form of communication and even texting, still using the automation, but just saying, hi, this is Krista from this dentist office, is a way that your patients do start to respond. Um, and at times you may have to, yes, pick up the phone and contact them directly, but patients are just like us busy, so they're appreciative of that.
So I think. , there's a a big hold up with the staff that I see that are in charge of doing this process. It's just not being done because they simply don't think it needs to be, or they feel like they're annoying patients when they do that. So the second one, that I think is a key factor, especially in today's world.
Like I said, patients are busy is simplicity. So is it easy to schedule in your practice? do you send online forms? But in that initial phone call you're asking further address, . No. So I see a lot of redundancies like that. Or are you having them fill out your med history form, which obviously is necessary and they're entering all their insurance information.
But then when they come in, that's the first question that you're asking them. Do you have a copy of your insurance card? Makes the patient feel like, well, why did I spend all that time doing it for you? So we really need to get the simplicity in the office and look at, again, look at all of your. , are they simple for the patient or are they about us?
So are they about making our jobs easier or are they simple for the patient? And I believe that, um, when you really take a step back and look at the patient experience and look at the staff process, that it all can be intertwined and be easy for the patient and still work for the staff. but it does take some work to get it there.
So, um, a huge one that I see, and I was actually in an office just this morning and this happened was, insurance, right? Insurance is confusing for patients. A lot of times patients will have a medical insurance card and it won't have the dental on it, and they'll say, well, I didn't get it until card, which is true.
And you know, people that work in a dentist's office, staff members do know that to be true and. , I can think of the top three in my area that are notorious dental insurances for not giving a dental card. Right? And I, I would say Delta is one of those among any area, and we all know and have the capability to log into that Delta website, type in a social and a birthdate when that patient is standing in front of you.
and pull their benefits up within, I won't even say minutes, within a minute. So that's something that's totally at our reach that I see offices passing back to the patient, well, you need to talk to your hr. You need to find out who's your dental insurance, or We can't file, or we can't see you, or whatever.
The thing that they're saying is, when really if you would just type that number into Delta or do a employer search on your, practice management software, they all have it, right? The the answer is right there in front of us. So if we put in a little bit of effort for that patient is what happens is it kind of clears out all of the backend side of things.
You're not having to follow up with that patient, make sure they did call back, then verify the benefits, and then send the claim. making that effort for the patient coming up with an. and then your backend process is cleared. So in this case, the patient, he did find out who his insurance was through and he was just saying, oh, I just have a member id.
I don't have a card. Is that okay? I said, yes, we can help. I messaged him back. I just said, I'll just text you back and make sure everything's good. And he said, wow. Thank you so much. Your staff is awesome. I am so happy because this was such a stressful morning when I didn't have the insurance and I was trying to find the information.
So, as we know, dental insurance doesn't make things easy for us either. They don't make it for the patients easy as well. So I think that's an. Major area where the staff members are always more well-versed than the patients that you really can help them. And that kind of thing goes a long way. Um, so if we approach talking to our patients with an attitude of servitude rather than entitlement, you should have brought me that card.
That was your responsibility. You knew you were coming for an appointment, whatever their reasoning may be. If we approach it with an attitude of how can I help? , then that patient obviously is going to have a better experience. So the next one that I see is cohesiveness. And this kind of plays into the other ones as well, um, into consistency.
But the patients will ask the same question multiple times. We all know that. So they're going to ask the same question when they call and talk to the front desk as they may ask the clinician when they sit down for their appointment. So is that answer always the. or are we contradicting each other within that answer?
So if one staff member answers this question and. another answers it differently. Um, it can often turn into a he said, she said situation, right? And then depending on your office culture, depends on how that's gonna play out. Are you gonna start having staff members throw each other under the bus or, um, what's that gonna look like?
Are you gonna just always speak? Calling saying, oh, well, we have to get our office manager involved and they can figure it out. Um, so what does that look like? Is there a cohesive feel in the office? and is there a positive. Office culture on how the staff are interacting with each other as well as the patients, how the doctors are interacting with the staff and the patients.
Is there a cohesive kind of culture that the patients then know to come and expect and can be true at your office? . so if you really have all of these three things dialed in, your patients will start to trust you because they'll have no reason not to. Right? Um, so then I think there's one last piece that if you add in, it just takes your office to the next level.
And that is the piece of connection and care. So you have trust without this, but then when you add it in, you really start to get those loyal patients that you then have no problems, retain. . when you think about that, there's really a lot that you can do with it and you can really cater it to your office and the core cultures that your office has to offer.
Um, but the first thing is make it each visit personalized. And it, it sounds silly to say out loud, but I'll tell you the number of offices that I walk into and hear the front desk speak to the patients and. Hi, what's your name? Is Unreal. So there's no better way to make a patient feel like a number than saying, hi, what's your name?
So when you, again, look at your practice management software, they all have a place for a patient photo. So your check-in person, your greeting person, . patients typically come in on the hour, half an hour, somewhat staggered, but there's no reason that even if you have 15 patients coming in on the hour, they can't look at those patients and use some sort of deductive reasoning to see their name.
Or I don't even care if the patient sits down in the waiting room after they've greeted them, and then they figure out whose name it is and check them in. Right. So there's really. To me, no excuse for that. And there's a number of strategies that you can use on that as well. But that is the first.
Point. typically in the patient experience when they're coming into the office that you really wanna set the stage because you have been expecting them, right? If they canceled their appointment, you would've been mad at them, so now they're here, so be happy with them, right? So if we look at it like that, um, I think it starts to change, but, uh, it's also knowing how to speak to your patients, right?
So anytime you're asking your patients, Do something. Obviously you're going to have those certain protocols that you have in place and anytime you're asking the patient to do something, they may not want to say. You only schedule your um, major procedures in the morning. . So add in the value of why that's important, not for you, for the patient, and then talk to them in that way.
So say, Michael, uh, I know that you prefer later in the afternoon, but for this procedure, the doctor does it first thing in the morning. We don't double book at this time so you can have his full attention and we can get you in out here as soon as possible. Well, now you understand why that's necessary before you just understand that that doesn't work for your.
right? So it's knowing how to add the value to the patient with what your. asking them to do. and then there's a lot that you can do to make the experience personal. Obviously adding in your chart notes, something that you spoke about the last time, and then following up on it the next time, that makes the patient feel that you do remember them.
Um, and usually if you have the chart notes down, you can kind of trigger the memory on that. Um, one that I see a lot too is, uh, and I think this is very important for the. Is to prep the doctors that day with larger practices. Like, Hey, you, you have done an exam on this patient before You just met them one time.
They're a little overdue, so it was eight months ago, so I'm not sure if you're going to remember them, but don't go in and reintroduce yourself. Right? Nothing worse than that. So, , make them aware, of the patients that they're not meeting . And the best way to do that again, is to have those structures and protocol in place, but then have that connection point and reference it from last time.
So then once you kind of, and, and all of these things are harder to do of course, if you don't have your systems and protocol in place. But once you do, then you can really start to. Personalize it. You can do a lot of it with automation as well. Um, you're gonna put a personal touch on it, but even in your software, if you are talking to patients and they're expecting a baby, or they're getting married or graduating or retirement, there's a lot that you can do with that in the form of cards, emails following up the next time, and really just kind of connecting with that patient on the level of, Hey, well, Only, you know, we're really relationship in this way, but we really do care for you.
Um, so I think that is major. And again, even if you approach contacting patients when they're overdue or due for treatment in a way of care, , and this is a team effort, and you relate it back to their chart notes. While I see the last time that you came in, doctor was concerned about this area, so he asked me to give you a call to follow up on that because we, we wanted to make sure we got that taken care of for you.
So I think it's really about being intentional in the way you do things and realizing that. Um, it's a team effort. It's all going together. You need to be keeping good notes. You need to be referencing each other's notes, and you need to be follow up in that way, even stating, Hey, no, you canceled your appointment cuz you were sick or you feeling better?
How's it going? Can we get you scheduled back in? referencing all those notes is it's just going to make the patient feel like they're not a number. they really. Care. So I think that is really key as well, on, um, retaining the patients. And then of course, if you do have a patient that decides to leave, make sure that you, you make them aware that you will miss them, right?
Mm-hmm. so. And then a letter that you're saying, Hey, thank you for time with us. If anything in your future were to change, we would always love to have you back and extend that invitation and open the door. So if they were not happy with their new office, they can come back to your office, um, but without feeling embarrassed or, or like they shouldn't have left in the first place.
Michael: Yeah. No, that's wonderful. if you could real quick, let us know, would this be really helpful in the morning huddles or like in a team meeting to make sure, like, let's make sure we're all cohesive here with, with our patients.
Christa: Yeah, definitely. Um, you know, go over certain points in the morning huddles.
There's a lot that you can do. And again, it's a team effort and it's just about being intentional. you may have a patient coming in and their spouse hasn't been in, in quite some time. Well, it's okay, you know, make sure you're not breaking any HIPAA laws obviously, but ask about that. and say their spouse is gonna go home and say, Hey, I was just at the dentist's office and they were asking about you because you, you haven't made an appointment in a while.
So there's a lot that you can do internally too to kind of get those patients back on the books. But the morning huddle is the perfect place to kind of, um, prep for this, or even if, if a patient had a rough appointment the last time to really make sure that you make this experience. better, So be aware of those things and then if you do have a patient that has a long wait time or something, um, figure out a way that you can kind of remedy it so they can get back to that consistent experience and realize that that one time was the outlier.
Michael: Awesome. Krista, I appreciate your time and if anyone has further questions, you can definitely find her in the Dental Marketer Society Facebook group or where can they reach out to you
Christa: directly? Yeah, they can email me at info krista ness llc dot.
Michael: Awesome. So guys, that's gonna be in the show notes below, so definitely reach out to her.
Krista, thank you for being with me on this Monday morning marketing episode.
Christa: Thanks, Michael.
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
[Click here to leave a review on iTunes]
Guest: Sana Yusuf
Practice Name: Sana Dental Studio & Spa
Check out Sana's Media:
Instagram: @sanayusufdmd
Other Mentions and Links:
Volkswagen
Michael Dinsio - Next Level Consultants
Morpheus Machine
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Balancing work and home life can be tough. Making time for YOU is just as important as both!
- If you are saying yes to everything, you are also saying no to many other opportunities. Keep this in mind when agreeing to obligations!
- Cosmetic and spa offerings can be a big draw for your practice. Try keeping up with what patients want in addition to a dental experience.
- In the US Army, Sana learned to take a conservative approach to procedures. Sometimes if a procedure isn't needed immediately, patients appreciate you working with their schedule and feelings.
- Do not count on team members to stick with you forever! It is important to respect their choices and have a backup plan if another opportunity arises for them.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Our Sponsors & Their Exclusive Deals:
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/affiliate/tdm !
Thank you for supporting the podcast by checking out our sponsors!
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Sauna. How's it going? Good, how are you? I'm doing pretty good. Thanks for asking. If you don't mind me asking, where are you located?
Sana: So we are in like north suburbs of Tampa. So Wesley Chapels, specifically Wesley Chapel, Florida.
Oh,
Michael: nice. Okay. So the weather right now over there is pretty
Sana: Yeah, I was gonna say, let's see, let's check 81 degrees. It's great. .
Michael: Oh man, that's winter right there for you guys. So in summer, how does summer look?
Sana: It's like very hot, but I'm also not like a native Floridian, so for me, I'm like, oh, this feels great.
Like, I don't know, I was made for the desert, so
I
Michael: like it. It's made for the desert. No, that's good. That's good. I, I hear Tampa Bay, it's really beautiful. So It is, yeah.
Sana: I, my husband and I talk about it all the time, like it feels like we're on vacation. Mm-hmm. every day, and I'm like, wait, we live here.
This is kinda cool. . So like, if we go to the beach, it's not like we have to like, pack up and like go to our hotel. We're like, okay, now we just have to drive to our house. So this is cool. Yeah. So it's nice. It, it definitely is a nice, nice place to
Michael: be. Nice. Awesome. Okay, so son, tell us a little bit about your past, your present.
How did you get to where you are today?
Sana: Okay. I was like, how, how far back are we going? I was July 10th, 1991. I was born, no, I'm just kidding. , you were born
Michael: July 10th, 1991.
Sana: I was, yeah. I'm a. I'm
Michael: 30. I'm 31.
Sana: I'm 31. Yeah. Okay. Okay. Millennial as it gets, that's
Michael: millennial as it gets. Okay, cool. So then talk to us about, I dunno, you can go as far back as you want, but like, okay.
I
Sana: won't go that far back. It's kind of boring. Like, you know, tons of like generational traumas and like all that, like stuff that you're trying to like break through and like, whatever. So we won't go through all that stuff that's like for therapy, but like professional. Right. Okay. So I, um, graduated high school oh nine and I went straight into like, um, Seven year dental program at Detroit Mercy. So, , I did three years undergrad and then you go like automatically into dental school as long as you like D a T scores, science, gpa, all that stuff. Mm-hmm. . So, I kind of decided, I was like, Hey, like I don't wanna live in Detroit for seven years of my life.
I was born in Detroit, so that's cool. But I grew up in like suburbs of Chicago, so like I don't wanna live in Detroit. So I kind of decided, hey, I'm gonna get my bachelor's in three years so that way I can apply to any dental school I want and then I can move back home to Chicago. So that was like always the goal.
Mm-hmm. . So I took, I remember one summer I took 21 credit hours of summer school at three different community colleges,
Michael: and I was pregnant.
Sana: And you were pregnant? And I was pregnant, yes. Surprise, surprise team mom. Anyways, everybody knows that, but it's fine. Who? Whoever didn't know it now knows it.
Yeah. So I had a son when I was 19, but um, yeah, so like the summer that I was pregnant with him, I took 21 summer, like 21 credit hours of summer school. Mm-hmm. at three different community colleges. Cause I was like, no, I have to like, I have to graduate in three years. Like that's just my goal now. So I took all the like sociology and psycho, all the like required for your degree, but like not science courses all in summer.
So graduated when I was 20 from college. That was cool. That was 2012 and then started dental school immediately. And so I did get into school back in Chicago. I went to Midwestern University in Downers Grove. So I did four years there. I decided to join the Army after I got outta our dental school. So I did the H P S P scholarship.
Um, I commissioned when I was still an undergrad, so was in the army, got out. got outta dental school, became active duty in the Army. So that was four years. 2016 is when I graduated dental school. So 2016 to 2020 I was in, in the Army. I was stationed at Fort Hill, Oklahoma. So that's my, my lawyer.
Okay. Yeah, . So I was stationed at Fort Sill, so I did four years active duty, which was fun, difficult, definitely, you know, you're kind of like trying to be a soldier, but also trying to be a dentist, trying to figure out how to be a soldier. Also, still trying to figure out how to be a dentist. So it was a lot of like figuring out for four years.
and then I decided after I did my four year commitment that we were, yeah. That I was gonna get out. and I wanted to kind of explore private practice and like just being like a civilian dentist. So immediately that happened right when Covid started. So it's like a whole thing where like, . I felt like the world was ending.
I mean, I'm sure everybody did when Covid ended, right? But I was getting out of the army where like everything is guaranteed benefits, guaranteed pay. Like, oh, I'm sitting at home because everything is shut down and I'm getting paid and I have like my Tricare medical benefits for my entire family and everything is great and dandy.
And I was like giving up all of that security to like jump into like the real world where I'm like, I have to pay $1,500 a month to have health insurance for my children. what? Do you guys need it? Are you okay? Like, can you not fall down? Don't get sick. How about that? Like just, just drink your orange juice, like Rick Juice, like let's save $1,500.
Like what is And. . I remember like, so when I was getting out of the army, my husband and I were both from Chicago, so we're like, okay, like let's, we were trying to like decide like, what do we wanna do? Like, do we move back to Chicago? Do we like pick somewhere new? Do we move to Texas? Like, what are we doing?
And like, just, we were like, okay, we're gonna move to Florida. So literally we're like, Hey, now where do we move in Florida? Do we go to Miami? We're like, no, that's like two party. Party. And like, we're trying to like have a family and like kids , I don't wanna be in South Beach. Like if I'm down there, I'm gonna wanna be at South Beach and like ha like at a party.
And I also my mom, and so I have kids so I can, that I, okay, we can't go to Miami. Miami is off the table. So, okay. How about Orlando? And I'm like, no. Like I hate traffic. And also like, it's very touristy. So like, okay, we're not moving to Orlando. And so we're like, all right, let's move Tampa. Like, Tampa's like up and coming.
Like I was like, it's like the Austin of Florida. Like that's like the way I had like term, I was like, it's the Austin of Florida. Yeah. Cause my like, best friend lives lives in Austin and so we like moved here and this is like before Tom Brady was here.
Michael: Cause I thought you were following Tom Brady, but nevermind.
Sana: Yeah. I was like, before selling Tampa, like we were here just like, so I didn't move here cause everybody's moving here. We literally picked it and we're like, we're gonna go there. So, yeah. So we moved here like June of 2020. So it's like, what the height of Covid, like the middle of Covid.
Mm-hmm. . And as I'm like moving, so my husband got, my husband's a high school teacher, so he like got a job. He was like ready to go. And then I had a job, like as an associate everything's shut down. And so like we're moving here in June and in April they're like, Hey, like by the way, we have to pull your contract.
Like, sorry, you can't work here. And we're like, what? I'm like, wait, hold on. Excuse me. like I just can't work here for like the month of April and May because I wasn't gonna be there anyways. Like it's fine. Yeah. And they're like, no, never like until we figure out what's happening with Covid. I was like, people still need dentists during Covid.
It's fine. I'll wear a mask. I need a job. You need a dentist? I'm coming. that didn't happen. That didn't happen. So they pulled my contract and I was like, in my head I was like, do I just like stay in the army? I was like, oh, so I should just stay in the army. Like that's like my logical thing.
I was like, pull my packet. Like I'm sit, captain Yiv is staying, guys, don't worry, I'm not going anywhere. I'm still here. Don't worry. Like not leaving. But my husband's like, no, I have a job in Florida. Like, we're moving. Like, it's fine. We'll figure it out. My husband's like very, like, we'll figure it out. And I'm like, no.
Like we must plan. Like I must have a plan for my plan for the backup plan. Like that's how I am. So we're like very opposite and he just is very like, go with it. So like in my head, like, we're moving here. I was like, we should like rent a place, get the lay of the land, like figure it out. Like, and my husband's like, no, I don't wanna move twice.
Like, we're just gonna, we should just buy a house when we get, we should just buy a house. And I'm like, dude, like it's covid. Like we have, we haven't, we can't fly there to look at house. We don't need to look at it. They can FaceTime us. is that? What happened?
Michael: Yes. ,
Sana: My husband was like, no, it's fine.
They can just FaceTime us. That's fine. So the realtor literally like FaceTimed us. We like saw this house. She sent us some videos and we're like, all right, like let, yeah, let's, okay, let's buy it. Sure. Cool. So like we bought this house site, zine, site unseen.
Michael: Is it better than what you expected or worse?
Sana: Yeah, I'm like so grateful. I'm like I said, a prayer. My husband actually, like, I was still like filing out, so I couldn't leave Oklahoma as soon as he could. Cause I still have to do like all my paperwork and whatever with the army. And we like got a call like, Hey, your furniture's gonna get delivered on Monday.
And we're like, wait, what? Like you guys said it was gonna take two weeks. So like we're all planning like two weeks. Like it'll be perfect timing. So, Once it goes into storage, like, I don't know, I'm sure like everybody who's listening who has done like a military move understands like, do not put your stuff in the storage if it is gonna get delivered straight to your house.
Like you accept it, you accept the shipment to your house and you drive 19 hours without stopping to Florida to get your household goods. Otherwise you'll see it in 90 days. Yeah, because once it's a storage, it's gone. So literally my husband and my son got in a car and drove from Oklahoma to Florida.
Saturday they left and then Monday our stuff got delivered and they were there to accept the shipment. So anyways, and my husband like calls me, he's like, wow, babe. The front hall's actually a lot bigger than it looked like in the video. And I'm like, I'm so glad that's unthankful .
Michael: Really? This is the one thing I wanted
Sana: It's like I'm so glad that it's like a welcoming the entryway. This is so good. Yeah, so it's so funny. But yeah, so we moved here 2020. Thankfully I like found an associate position. literally in May, we got here in June and like in May, I was just like submitting my Indeed application to like everybody and their mom.
And I was like, oh, like you would like somebody at this nursing home to check people's dentures. Of course, yes. Please take my application. Yes, I will come do that. That's what you need. I will do that. . It was, I literally, I think I submitted my, I think people are still responding to my Indeed applications like three years later.
we found a great position for you. I was like, not interested, not looking. Thank you. Stop. Stop. S t stop. Unsubscribe, . So yeah, I literally applied to everything that I could think of. So got a job that was cool. Started my first associate position like two weeks after I moved down here. And so at that point it was,
It's like culture shock. Like all of a sudden I'm like a dentist in private practice and it's very different than being a dentist in the military. And all of a sudden you're like, oh, like people have to pay for the things that I'm telling them. Like it's just not all free and included. Yeah. And then they don't trust me.
Like they think I'm just trying to make money off of them. And I'm like, no, like I'm telling you this because like, you need this, right? Like you need these fillings or you need this crown. And they're like, like, you just want me to pay for your Mercedes. I was like, dude, I drive a Volkswagen, but thank you.
Michael: But I would like a Mercedes. So
Sana: yes, those are expensive. Tell me about it. How do I ? So if you do this, actually you know what? You should let your tooth fall out. So then you need a, an extraction and then auto the input. And that'll help me pay.
Michael: That'll help pay. Yeah.
that was like a culture shock then,
Sana: It was very like sticker shock and like, honestly, okay, coming from the military, like that was my first experience as a dentist was like dental school where everything's like $5 and nobody cares how you do it because you're a student and you're just trying to learn. And then it's the military where it's like everything's free because they're all soldiers and we're like serving the soldier.
We're like getting the soldiers ready for going down range and like being deployable and whatever. and this is gonna sound really bad, but I'm gonna tell you guys the truth. I'm gonna say the truth. in the Army, I got paid exactly the same if I did a filling or I did a crown, or if I watched Game of Thrones in my office.
Like, if I told you you needed a filling, it's because you really needed it. I would've preferred to be watching something in my office, I'm getting paid to like sit here and like type some things and like eat my food and like watch Netflix on my phone. I got paid the exact same.
So like, yeah, for me, like that's kind of where I got my like treatment planning philosophies was like, oh, you absolutely need, like, you need this and so we're gonna do it. And I think that's, I mean, of course all dentists do that, right? Like, you need this, we're gonna do it. Some people are a little bit more aggressive on the treatment planning side.
Some people are a little bit more conservative. I'm very conservative. Like, I would like to give you the benefit of the doubt. Like let's watch if we can. And if I'm like, no, like we can't watch 86 things like you, you need fillings. Sorry. Mm-hmm. . But I think that was kind of. . The switch for me was like, I'm telling people they need these things because they really need them.
I wanna be watching tv. You need these fillings. I'm doing these fillings for you. So now I'm in the real world and people are like, well, you just want me to pay for your car. But I'm like, no, but you really just need these fillings. you're not paying for my car. I don't understand what's happening right now.
And so it was, it was like a very like, weird, like and it was like, also like covid. And everybody's like, well, can you put your mask? I was like, I have two masks on. Thank you. what do you want from me? I don't understand what I'm a yellow banana suit. I have three masks on. I don't, I don't get it.
Like, and you don't want this filling, and I don't want to do this filling. So I'm gonna get covid because I'm doing this filling on you. yeah, yeah. I have the short end of the stick here, guys. I don't want $26 and 15 cents from Humana for this filling, but you need it. So here we are. And like, yeah.
So that was like deep dive, like into like private practice. , and I mean, I technically worked for like a corporate office mm-hmm. , and it was a, it was a different type of like, corporate, it wasn't like corporate, corporate, it was just like, like more private practice feel, but still corporate. I don't know if that makes sense.
But Yeah. I mean, and there were some like really great things about it and some knots. So really great things about it. I did find myself, and maybe it's like my, innate leadership ability, I guess, if you wanna call it, or like my four years in the Army where I was like forced to be a leader.
So now I'm always just like thinking of like, how can we do things better? How can we do this more productive, blah, blah, blah, blah, blah, whatever. So I'm over here like, just turning this dude's practice around basically like a mini like owner. Like, okay, like guys, like, we need to like really hone in on our ordering.
Like, why are we ordering 86 different types of composite? We don't need that. Like, we use two things. So let's like stick to those two things. Mm-hmm. , like whatever, like, just like really streamlining things and like, Switched the whole practice around. Everybody's like, wow, we like patients, staff.
Everybody's like, we just love coming here. It's so great. And I'm like, oh, you're welcome guys. I'm And yeah, so then at that moment I was like, wait, I'm like doing this for somebody else. So like why don't I do this for me? And that's kind of like where like the whole like switch happened a little bit where I was like, well, I should, I could, I could do this for myself.
Okay. So I'm also like very like squirrel brained. So like all of this is gonna connect, I promise this will all connect. It's connect. Yeah. It's connected. Yeah. So I'm gonna pause that story for a second. I'm gonna tell another story and then I'm gonna connect the two stories. Okay. Okay. So whoever, maybe if somebody like from the Texas State Board can like message me on Instagram and tell me how this happened, feel free.
But when I was in the military, so I was in Oklahoma, which was right above Texas, and so I had my Texas license and my Oklahoma license. . I got my Texas license in 2017, just like for reference of timeframe. I got my Texas license and then all of a sudden I get a call from somebody and they were like, Hey, where from blah, blah, blah.
Like real estate company. Like are you interested in like opening up your own practice? And like, and so, you know, we'd love to help you like find some space, whatever. Actually I think I can just say it like, it's fine. Cuz they helped me. This is why I ended it was Excite Realty. a, a healthcare realty firm or whatever.
So they have an office in Texas. They have an office in Florida. So, calls me, this guy calls me, what was his name? Tristan, Tristan called me and I was like, no, Tristan, I'm in the Army. Like I am not looking to open my prac.
Like, I'm literally like active duty military. Like I'm not opening a practice. Like, thank you. And I'm like also not very like. , please don't call me. Stop calling me. I was like, yeah, like, not right now. Tristan, thanks for calling. Like have a great day, whatever. Okay. He's like, all right, sounds good. I guess he like kept me on his list.
Mm-hmm. , because he literally called me every October until 2021. Oh man. Yeah, he was like very persistent. Tristan was very persistent and so it's like 2017 all the way, 2021. So like at this point, so he calls me in 2021 and this time I was like, yo, I'm not even in Oklahoma anymore, bro. I don't even have my Texas license anymore.
Like, so I like, at this point I was like a little bit more assertive also, I had an eight month old baby, so I was like probably sleep deprived. just all the things like, yeah, you know what? So I just was like, Kristen, stop calling me. So this was the first time in like, what, five years that I said it to him, Hey Tristan, listen, I'm not in Oklahoma.
I'm not in Texas. I'm not gonna open a practice in Texas. Like I just, what? Can you take me off the call list? Like, thank you so much. He's like, oh doctor, real quick. Where are you? I was like, I live in Florida now. I live in Florida. And he was like, oh, we have a branch in Florida, bro. What? ?
Michael: Yeah. I
Sana: was like, Christine.
I was like, and so, okay, fine. You know what? I was like, literally, and I remember this, I literally remember this because I was so, I was like nursing my daughter, she was eight months old. I'm sitting in the car at the outlet mall, like, so I don't remember my mother-in-law, somebody was in the mall and I was like, I'm just gonna sit in the car nurse her, like, just leave me alone.
So, and I answered the phone to tell him, please stop calling me. And then he's like telling me like, well we have a, we have a location in Florida. And I'm like, Tristan, . Okay, what do I have to pay you? Like, let's just start there. Like what does this cost me? Like you keep telling me like, what does this cost me?
And so this is like at that junction where I'm like doing all this for this other guy, like building up his practice and I'm like, I should do this for myself. Then Tristan calls me and I'm like, well, okay, maybe I should like entertain it. Like, okay, Tristan, how much does it cost? And he is like, oh, you don't pay anything.
The landlord pays for it. I was like, this is Bri. Why did you start with that in 2017? Dude? open with that. Open with this doesn't cost you anything. Like maybe I would've been nicer for the last five years. Who would've thought? Yeah, so, okay, all right. I was like, all right, okay, let's give this the shot.
And this was like kind of when my startup journey like began, oh no, sorry, this is October of 2020. So this is, yeah, 20, 23 years. Three years there. Mm-hmm. 20 17, 20 20, yeah. October of 2020. So I was like, okay, fine. Entertain me. That's fine. Let's see. So I gave him like what my like. to do my list was like what?
Like what I want. Perfect practice, whatever. And like the place that I live is very like up and coming, so it's not like established. And there's a lot of like families coming in here. So like everybody from like California and New York. everybody that's like coming down here from there is like now moving to Wesley Chapel. So it's very like up and coming. So this is also where I live. And so I was like, Hey guys, like I want a practice like where I live.
Okay. Like in retrospect, maybe I shouldn't have done that, but that's a whole other story. But I was like, I want something like close to home, like two minutes from my house, I can go home for lunch. Like this is great. Like that's what I want. So it's very specific. Is
Michael: it right now two minutes from your house?
Sana: five minutes from my house. Yeah. Oh man. Yeah. Yeah. Like we can't be that.
so I gave him like this like list where I was like, this is like finding a unicorn, they won't be able to do this.
Mm-hmm. . And I took, I was like, look, I really like my position. I'm making good money. I'm happy in what I'm doing. The thought has crossed my mind if the stars in the moon align, like, yeah, maybe I'll do it. So off you go, do your homework. Bye. So obviously like this area's up and coming, there's no practice acquisitions because everybody is a millennial dentist, so they're not retiring.
Mm-hmm. , or they're like too young to be retiring. So there's no nothing to acquire around here. So it's all like, it has to be a startup. So we're looking, looking, looking. We found a few places like, you know, and so like the type of person I am, I'm always like prepared for like the other shoe to drop, right?
So I told Tristan, all right, yeah, dude, put me in touch with your Florida guy. Let's do it whatever. Florida dude contacts me and then give him his homework. And I'm like, he's not gonna find anything, but that's fine. So I'm just waiting, like at some point I was like, this entire process will end somewhere.
it won't ever complete because they won't find a location, we won't find the lease, the construction budget will be out of wac, like whatever, right? Like something's just not gonna align and then it won't happen. Mm-hmm. . So we started this search October of 2020 for reference. I signed my lease in July of 2021, October, 2020 to July of 2021.
So, and we started like Lois and stuff in March of 2021. . So it took me a while. Mm-hmm. for us to like really just like get things together. and again, like I said, the entire time I'm waiting for like the other shoe to drop. So, yeah. So we like found a place, it was this really awesome, like in an ortho building, and I was like, oh, this is perfect.
Like there's an orthodontist in this building, there's this like endo, there's perio, and then like, I can be here. Like this is cool. Like everybody I would refer to is like just right around me. Anyways, like that was the first LOI I put in, and that didn't go anywhere because the guy decided to like, keep it for himself.
I'm like, bro, why would you waste my time? Like, yeah, it's fine, whatever. So then we put in like an L LOI at another place, which I had a feeling like it wasn't gonna work at that place, but I just like rolled with the punches. I'm like, all right, yeah, whatever, whatever. So we put in our l o I and in there in my head, like I had already put in there that I wanna have like cosmetic procedures.
potentially Botox, fillers, whatever, that type of stuff. I wanna be able to do it at some point. Mm-hmm. . And they were like, yeah, no, you can't do that. Like, there's an ALTA in this plaza so you can't do cosmetic procedures. I'm like, what?
Michael: Isn't Alta like just like hair? Or let's
Sana: make up, I was like, I was like, because the, because they do free makeup if you buy $50 worth of makeup.
And that's considered called is. Is that what like, wait, I have no idea. He like, wouldn't give me any insight. I was like, bro, what? Like literally I was just like, what? I was so confused and so like, I tried like a little bit to negotiate this leave. Mm-hmm. and I was like, ok, fine. I can look past that. Like this is like on the second floor and Okay.
Like everybody knows how complicated dental plumbing is. Right? So the first floor, like whatever was below that space, was already like built out. Mm-hmm. . So we had told them like we would need to go through their ceiling. to do our plumbing, but we'll do it like after hours on the weekends. Like we will not disrupt business hours.
And the landlord's like, Nope, not allowed. We're like, can we like ask the the person else it? I was like, no. He was like, no, not allowed. We're like, all right, well here's your l o I. Here's your lease. Bye. Like, okay, this. So like at that point I'm like, see guys, like this is why I'm not committed to anything.
Like, cuz I knew what was gonna happen. Yeah. I already lost like two places at this point. I've spent like $5,000 on lease reviews to go nowhere. I'm like, well this is just really stupid. I'm like, this is a lot of money. And I was like, now I need to go work extra hours at my job. Like, this is dumb. Yeah. So then I found this.
and we're like, okay, so we're doing the lease review. And like the landlord here, same thing was like, there was just like so much back and forth. They have never like leased out to a dentist. So they just trusted nothing because we don't have, like, I don't have like a solid business plan. It's like me, my word document that I made with all my projected things that I'm like, I can accomplish all of these things because I believe in myself and here's my business plan and this is what most dentists do and this is what's projected.
And here you go, enjoy. Right? And they're like, yeah, no, that's like not real. Like this is all made up. And I'm like, you're right, it is. I made it all up. It was really great . And they're like, great. I made all that up. It's so great. I made it up on my kitchen table, so it's fine. Yeah. Um, yeah. And so that was very difficult for them to like, trust us.
Like, trust me. Mm-hmm. , they're like, you won't be able to pay your rent. I was like, I mean, your rent's a little high, so, Couldn't
Michael: negotiate that down a little bit. Negotiate, you're probably right.
Sana: Little high's a little high, but whatever. so, yeah. So we ended up negotiating that lease and it worked out and I signed my lease July of 2021 and that was it.
And then we signed the lease and we were here. Okay. So that's like one pause, that's like one story. We're gonna pause right there. Okay. Okay. So I have three kids by the way. Okay. So I, three kids. I have a 12 year old, I have a three-year-old and I have a nine month old. Yeah. So, yeah. So after my second, yes, so after I had my first two kids, I was like, yeah, like I'm not having, I'm not having any more kids.
Like I can't. Maybe t m i, but whatever, like real life here it is. Like I had fertility problems, so like mm-hmm. , having my daughter was very difficult. And like after going through that, my husband are like, okay. Yeah. Like, okay, we're good. Like we got one boy, we got one girl. Like, it's good. Like we're done.
Yeah. Okay. So like, that's fine. Right. Okay. Tell me why. Like August of 2021, I found out I was
Michael: as soon as you, when did you sign the, in July of 2021. And then in August. How were you, talk to me about that thought process when that happened. Like how were you thinking in the sense of like, why me, why now? Or were you like, this is great, this is fantastic.
Sana: No, I was like, so how do I get outta his lease
I was like, wait a minute. Ok. I was like, it's fine. Right? It's fine. We can get out of it. Like, dude, I signed a 15 year lease. it's a very long lease. Yeah. So, yeah, no, I was like, what? That can't be right. That's, that's not true. That's not true life. And it was, it was a very true life. And I remember when my, when I started with my consultant, he told me two things, do not make any big purchases and do not get pregnant.
Who is your consultant? Mike Ncio. Next level consultant. Okay. Yeah,
Michael: yeah, yeah. How do you like
Sana: working with them? Oh my god, he was amazing. Awesome. I think I referred like everybody to him and he is awesome. So everybody who's watching this should also go call Mike because he is literally amazing. And all of this would not be here if it wasn't for him.
because he got me through a lot of crap, like a lot like dude, I was like a hormonal person, right? Like my diapers are really
Michael: expensive. Diapers are, they still aren't really expensive. They're expensive. And
Sana: I just sleep trained My eight month old or how old is she? No, she's a year and a half. Oh God, no.
My son now is nine months old. Kidding. Everything confused. Like that's how discombobulated I am. But yeah, no, Mike really helped me through a lot of stuff. And so I called him and I was like, Hey Mike, I have to tell you something. And I remember this like, he was the, besides my husband, who also didn't believe me that I was pregnant.
Mike was the second person that I told that I was pregnant. And he also didn't believe me. He like thought I was joking. Yeah. And I was like, no, I'm not. Like I'm, I'm serious. I'm so serious. p my entire like buildout, I was also building a human inside my body. That was kind. Yeah. So, yes.
Michael: That's pretty intense. Mm. That's
Sana: okay. And so we opened in March of 2022. My son was born on four 20 of 2022.
Michael: Yeah.
Sana: Wait, did you catch his
Michael: birthday April? Oh, oh, okay. I was like, I thought just a month later, I don't get it, but No, yeah, yeah, I get it.
Sana: But yes, it was a month later, literally, so like I opened and it was, I was like literally nine months pregnant when I opened.
And then I had my son a week a month later, and then two weeks after I had him, you better believe I did 17 fillings on my first day back, man.
Michael: Yeah. So, okay. So you opened your practice, right? Yeah. And we can talk about, like, a little bit about the whole part of, uh, opening up. I actually wanted to go back a little bit and talk about that generational trauma, but we can do that another episode or something like that.
But when it comes to the opening up the practice and now you're, how many months or years open now?
Sana: so 11 months open now.
Michael: Okay. And has, how does the trajectory look? Has it been like
Sana: okay, so it was like this, okay, so we are like hyping up to like open, like open, and then it's like give birth, boom,
Okay, cool. So it's like, okay, so, so we're here like, oh, everything's really cool. People like this pregnant dentist. Like, okay, she's so cute. Oh my God, you're having a baby. Oh, practice. We're so proud of you have a baby. Literally like rapid decline. And then I came, so I came back from maternity leave, like I came back from maternity.
Okay. Just two weeks count as maternity leave. No, it doesn't. I came back from giving birth. Yeah, right. 10 days later. Okay. I was like, I'll be back from vacation guys. I'll be our B. Just, yeah. Don't let anything break when I, you know, until I get back. Literally. . So then when I got back I was only seeing patients like once a week because I was like, guys, I just had a baby.
Like I need to heal a little bit. So like
Michael: need to heal. You just gave life, you need to heal a little bit.
Sana: Also some stitches like, don't mind me, but like I, you know, one day a week. Yeah. So came back one day a week and then in, so that was like all of May. I was here for one day a week and then in June is when I came back, like came back from maternity leave.
So that was like three days a week. And then in May I'm just like trying to like build this back up like very slowly to like get ready for June. So we're like building back up. And then my hygienist, cause I hired a hygienist cause I hate h sorry, hygienist, but like, it's probably like for the benefit of my patients that everybody doesn't get a deep cleaning.
Cuz if I see them, that's what they would get. Oh. Because it's I don't have the hands of an angel. So. . I have a hygienist against all the things that everybody says for startups, you don't need it, do your own hygiene, blah, blah, blah. Yeah. Anyways, I got a hygienist, so literally as I'm like recovering from birth giving, she gives me her notice cuz she's like, Hey.
Yeah, right. Freaking heartland. She was like, Hey Doc, like I need benefits and this Heartland office is gonna like give me medical insurance for my kid. And I was like, you know, like I respect that. Mm-hmm. and I like, can't be mad at you for it. So thank you for the couple of days that you gave me. Good luck.
I'll send you your W2 next year. And, uh, how many
Michael: employees at this time have you had?
Sana: okay. I feel like I have a lot of employees. Again, another topic for another day because against all startup things, I think I have like, I'm like, just like way overstaffed, but like in a good way. How many do you have right now?
Oh my God. Okay. Lemme count. I'm my office manager, Diana. I have my treatment coordinator who is like double serving as my assistant right now because long story short, my assistant quit last week, so that was kind of cool. Anyways, so my treatment coordinator Casie, so it's two.
Mm-hmm. . Then I have my hygienist, three, I have my life assistant. That's a whole other topic for another
Michael: life assistant you said? Yes. Okay. And she works at the practice?
Sana: Yeah, she does like things for me here and then she would like do things for me, like all the errands that I would need to do, like all like a bunch of like admin stuff that like, it's not like office manager stuff, it's just like more like me stuff, but like, I just like responding to emails and like she runs my social media and like just that kind of stuff.
Okay. But now since last week we've had a lot of changes, so now she's at the front desk, so she's. receptionist also now. Okay. She's like, my life is slash office receptionist. That's four. And then I have a nurse practitioner because I'm also a med spa. So that's a whole other topic. Yes. So five. And then my nurse practitioner has a medical assistant, so that's six.
Michael: Okay. So you have six employees in total. Why'd you decide to become a med spa? How did you like H? How's that coming along? The med spa
Sana: part? Oh my god. It's like a whole other story. Okay. Okay. So we'll back up. So when I was making this like concept, right? Mm-hmm. , people hate the dentist. People love the spa.
So I was like, oh yeah, like we'll make this like dental experience, very spa-like that was like the goal spa-like dental experience. So then I'm doing my branding and all this stuff, so I'm like, oh yeah, dental studio and spa. So like in my head when I'm like, it's a spa dental studio. There's aromatherapies, you get fuzzy blankets, you get noise canceling headphones.
Like all the millennial stuff, right? Like all the millennial things. Yeah. And that's what, that's what it was in my head. And then I started like doing all this, like marketing and stuff and people are like, so what's the spa? And I'm like, it's the fuzzy blanket. and this. Branded Chapstick,
Oh, you wanted a facial? Yeah. I don't have that. Sorry. Oh,
Michael: okay.
Sana: Oh, you want a massage? Yeah, we don't do those here. Sorry. that's how it started. I was like, okay, so people are respecting a spa, like, okay, sounds good. So like, eight months pregnant, opening a scratch startup, and people want a freaking spa.
So I'm like, what the heck? What? So I had like, I have four, I had four empty ops. Cause so my office has seven ops. I got equipment for three, and then I had four empty ones. I was like, all right, we're gonna rent one of these out to an esthetician. There you go. Wesley Chapel, here's your facial. Come and get one.
There you go. Yeah. , I rented it, I rented out a room to an esthetician and then, so that was whatever, like, I'm, I wasn't like really in charge of anything. Like she did her own thing. It was just like rented space. And I was like, oh, thanks for like the $500 for my super expensive rent. Yeah. Put that
Michael: towards that as one.
Wait real quick. Put a timeout. How much is
Sana: rent? Oh my God. Stop. We really wanna know. It's like $8,000.
Michael: How many, how many ops do you have? Seven. Are they all plumbed and, oh, okay.
Sana: But that's just my rent. Like I'm just paying this guy to pay his mortgage.
Michael: Was there any free rent? Six months. What was your tie?
Sana: Allowance?
Oh my god. What was it? 72,000. Not a lot of thousands. Not
Michael: enough . Not a lot of thousands. I'm looking to be a millionaire. Not a thousandaire. What is wrong with that man? Like, what is
Sana: this? I was like, dude, I was like, I'm signing a 15 year lease, 15 years. I was like, the baby that's in my stomach will be 15 years old.
Oh yeah. Like he'll be getting his license. That's how long this lease is. Okay, thank you.
Michael: So here's showing 2000. Yeah. Okay. Okay. So un paused back to the, the spot.
Sana: Yeah. Yeah. Okay. So then I got the esthetician and then people were getting facials and that was cool. And then I was like, oh, I wanna do Botox and fillers and like I had taken a course for it, but I'm the type of person, like I'm a perfectionist, like, I don't wanna do it.
but I know people want Botox and fillers. I kind of nervous, so I got a nurse practitioner. I was like, ah, like one day a week, just like, come, like, Botox these people up. Mm-hmm. , we started doing that. And then I guess like all the laser reps in the United States, just, I, I don't, I don't understand, like, do they have like a, oh, this person advertised that they do Botox.
Let's go attack them with our sales rep, Venus Literally they would like just, they would just show up. They would just show up at the front desk. this is before my therapist taught me that I have to put boundaries. Okay. So like, I've, I've done a lot of therapy in my life. Hang out again.
Michael: Pause you going, you going to therapy? Hell yeah. What, when did you start going?
Sana: So I was in therapy before When I went through like all the oh my god, there's like so much you don't know about me, but , , there's a lot. I just met you right now. just met me.
There's so much you don't know about me. But, so I went through like all this stuff, like in high school, like in college, whatever, like teen mom, like okay, like all this like traumatic, traumatic stuff, right? So like, just like a synopsis, like I'm a survivor of like domestic abuse and sexual assault, right?
So like that's like a lot of my traumas. And so I was going to therapy before, but I was like lying in therapy and like just F y I, if you lie in therapy, it doesn't work. So I was lying in therapy and it didn't work very well. So I stopped going to therapy and then I restarted therapy last year maybe.
Yeah, I started restarted therapy last year and now I have this really awesome therapist who's like a mom therapist. and she just like understands like working moms. Anyways,
Michael: my therapist what, real quick, what made you want to start therapy?
Sana: as you can tell, I have the brain of a squirrel and I have a lot of things I need to talk about.
And my husband doesn't understand anything about dentistry. He also doesn't understand anything about owning a business. He also is not a mom. And I just like, I basically talk to patients. I talk to my staff, I talk to my kids, I talk to my husband and that's it. I was like, I need an outlet.
Like also I have all of these like negative coping mechanisms and I have zero boundaries, so I literally gotta get my together. negative coping mechanism is basically like, , I'll just like let people just do whatever and I like, don't, I just like, I'm like, OK, sounds good. Like I'm very like PE people pleaser. Even if I'm like, no, like I don't wanna do that. Like, or I'm like always just like preparing for the worst. So like, I'll be like in this like really great like celebratory moment and I'm like, I need to prepare for like the apocalypse.
And it's like, dude, we're literally just eating Taco Bell. Can you relax? Yeah. And well, no I can't, I can't celebrate this Mexican pizza comeback right now. . I'm afraid that the Mexican pizza will also then be taken off the menu. So the
Michael: Mexican pizza combo, , it didn't get taken off. Didn't it again? Or, I dunno.
It's
Sana: not taken off. Okay. Then it came back and now. , I'm supposed to celebrate this comeback of the Mexican pizza, but in my head I know that they will take it away again.
Michael: Okay, . So those are the negative coping mechanisms. What I mean, ok, I
Sana: get you, I get you Like very, more like dramatic, like other types of things, but that's just like me trying to again, like deflect and make something a joke, like that's another negative coping mechanism.
I just make all this serious stinky stuff a joke all the time and I'm like, it's, it's fine. It's ok. It's ok. I like, you know, like that meme where it's like everything's on fire around
Michael: other guy. Like, it's fine. This is fine. This is fine.
Sana: It's, it's fine. Yeah. That's like me as a person.
Michael: Okay. Okay. Okay. So un pause, fast, fast forward back
Sana: to the, the med spa and the laser reps and having no boundaries.
Like, I would be like, oh yeah, if somebody wants to like, come talk to me, like, yeah, just let them know. Whatever. Right? So I'm like getting pulled out of the operatory. They're like, oh, doc, so and so wants to talk to you, so and so called for you. And I'm like, oh, cool. Ok. And I'm like, wait, I can't talk to all these people.
Like I just, I can't do it. And I'm also really bad at saying no. So somehow these guys come in, then they convince me with all their sales preppiness that I need a Morpheus machine. And I'm like, yeah, you're right. I wanna get rid of my double G. So, you're right. Let's get a amorphous, it's fine. Let's do it.
Okay. That's a lot of thousands of dollars. Okay. Sounds good. Did you get it? Yeah, I, I got it.
Michael: Man, their sales preppiness is good. Huh?
Sana: Or my boundaries are lacking. Yeah. Right. Yeah.
Michael: Like that's true. You could have just been so looking at IT app, but what have you improved that or what, what's going on with
Sana: that?
Yeah. No, I've improved it. I stopped buying stuff. I've been cut off, so I'm not buying things anymore. Mm-hmm. , but I've also. . I was just, I just was looking like, where is, how is society going? Like what's like on the up and on, the up and up and it's med spas that is on the up and up, right?
Mm-hmm. , everybody wants to be in aesthetics and cosmetics and this and that and whatever. And so I'm like, all right, well people are expecting a spa, so we're gonna make it a freaking spa and we're gonna become a med spa. Like, that's it. We're doing it. I don't wanna be like, oh yeah, come get your facial.
Like, no, you can go down to the salon suite down there. Go get your facial over there. Mm-hmm. , we have lasers here. We have a medical director that's this, this person is the medical director. Like we do medical things here. So it just like was a really quick, like all of a sudden it started as Botox and fillers.
Then all these reps are coming in and they're like telling me about all this like, cool stuff. And I'm like, wait, like why aren't we incorporating this? Like that just like makes natural sense, right? And then my practitioner, she used to work at another med spa, she had all that experience and I was, I was like asking her, I was like, well, what could we do to like build this side of the office?
So July of 2022, the med spa officially opened and that was it. And we started like booking data and now we're like, I mean we're doing really great. I'm so grateful for it, but it's hard. Like basically, what I've been doing is like, that's why I'm like, I don't know what the numbers are. I feel like they're kind of skewed, like we are trying to market a new dental office and a med spa, but they're totally different business models and totally different businesses, under one brand, if that makes
Michael: sense.
Yeah, like an umbrella kind of thing, right? Like a, yeah, exactly. So it's been hard,
Sana: but it's like, it's good. It's like a good, hard,
Michael: the spa and the like the lasers and stuff like that alone. How much would you say. you're making with that
Sana: profit? Like I would say like if we're looking at like what the production is for the month, that's probably like 20%. And like the dental still pays, like dental pays the bills. Okay.
Michael: And so then production and collections for last month was what? 1
Sana: 0 4. Let's see. 1 0 4. And then let me pull up my calculator. Let's calculate every
Michael: month. Has it been going higher and higher or have you had some months that has been like, oh my gosh, we did fantastic and another months you're like, oh, we dipped.
Sana: I mean it's been like consistently going up. Mm-hmm. . So I just did the math. So, and as this is, this is again, like, this is the hard part about like running a report. Like did everybody post the things under the correct provider? Like that's question number one. Mm-hmm. . So given, if they did, it shows that the Med Spa produced 22% of last month's.
production. So 22%?
Michael: Yes. Like about what you said. Okay. Awesome. And then new patients right now, how many are you getting? Last
Sana: month we got but that's just dental new patients. So like how many med spa new patients did I get last month also? So like that's how I have to look at practice, like, I mean new patient acquisition because now in that budget that I've spent, I am acquiring dental patients and med spa patients.
So if you look at it like, oh my God, you spent that much money and you got 44 patients, that's terrible. Yeah, I agree. It's like very terrible. But then when I look at like how many med spa patients did I get with that money and dental patients, then it kind of like balances out to normal.
Michael: Hmm. I guess what are you doing for marketing and advertising then?
Sana: So right now we are doing like Facebook ads. I have transcendental running my Facebook ads. I'm in like a bunch of like local publications. So there's like three magazines or two magazines and a newspaper that I'm in. I have a little ad, and then I am for the, one of the magazines. I'm an expert contributor.
So for like the, they'd already had a dentist expert contributor. So I'm the med spa expert contributor. But basically I just like give them articles like three times a year about whatever I wanna write about. Mm-hmm. . And so LA like I did the New year new you article. It was kind of cool. I wonder if I have a copy of it.
and I just talked about like what our office does and like, what's a dental office and a med box. Everybody's like, is this a scam? And I'm like, no.
Michael: They ask you that. Is this a
Sana: scam? People will see like our Botox ad on Facebook, and they literally will be like, is this a scam? And I'm like, not a scam.
You're talking to a real person. It's me. I'm feeding my children dinner as I respond to this Facebook message So, a, not as scary. Very real. Thank you. So, and then, but people come and they're like, oh my God. Like, I think a lot of what we've been getting recently is word of mouth because Oh, our staff, like, we are all, we all work so well together.
we all, like, the patients can sense it. They come in here and they're like, wow, this feels like comfortable. I feel like I'm in, I'm at home. Kind of like, they're not like uncomfortable, like in this like, medical setting, just like mm-hmm. . I mean, we do it, it's a medical setting. Everything is nice and sterile and clean, but like the people that they're interacting with and the way that we vibe off of each other and the conversations we as staff are having, and then we like include the patients.
Like it's really just by word of mouth. and so we throw events here too, like at the office. So like, we're literally doing somebody's birthday party next month. Oh, cool. Yeah. So it's like a little like Botox party for their birthday. And they're inviting like. What 15 of their friends were getting like charcuterie, Prosecco, we're gonna have like balloons, cake, all that stuff.
And she's throwing her party here at a dental office. That's cool though.
Michael: That's nice. Like that should be promoted like a bajillion, you know what I mean? Like make a bunch of content out of it and stuff like that. Yeah. Well we
Sana: interested content. So you were asking like what else we do for promotions, like for marketing?
Mm-hmm. . So we literally just did two days of content creation, like yesterday and today. And so we do that, like, we do like just a bunch of content stuff and then like edit and do all that stuff and then have that like for three months at a time. So like yesterday, the team, like, we all got our makeup done professionally and we were just like, it was just like a fun like team building type of day.
So like everybody got their makeup done. We were all like, we all have purple scrubs. We all wore pink dresses. We took like fancy pictures, we took funny pictures, we made funny reels like just.
Michael: That. Yeah, that's good. Awesome. Yeah. Okay. Yeah. Okay. And then, so I know you mentioned a couple companies, XITE, Michael Ncio, right.
Next to Level practice, you mentioned Transcendental. Right. what have been some of the worst companies you've worked with since the moment you decided to do your startup to now
just companies that didn't, vibe with you, I guess, or like, you know what I mean? You're like, you know what, let's just stop kind of thing.
Sana: Yeah. Honestly, I don't think anybody, I'm serious. Everybody that I've started with, I have stuck with and I referred like potential clients too.
So like, for example, um, M V P Mail House, I used them for my mailers when I first opened, and I like, love them. So have sent tons of people there. Transcendental. I've referred a few people there. I didn't start with transcendental, like they, I didn't start with them from day one, but, since I've started with them, I have like nothing but great things to say.
They're awesome. Um, who'd you start with from day one? Um, so, and I'm still working with them. Art of Dental Marketing, Sean Hamel. Okay. Okay. Okay. Uhhuh. . Yeah. Yeah, so they like, so they did my webs and like, so they never did Facebook ads for me. So, so like what Transcendental is doing is nothing that they've ever done for me.
It's just like something I decided to add on. But, um, so Arta Dental Marketing does, like, they made my website and so they like manage like my website and all that stuff and everybody always comments on how great my website is. So thank you to Stephanie who designed it cuz she's the bomb.com, but yeah, so that's my website. And then I'm trying to think like, I don't, I don't know like what other vendors. do people normally use I use B of A for banking, which is fine. They were, yeah, I did the, the startup practice thing. okay. That was good for equipment. They were great. Yeah. Yeah. I used, I, oh, I used Renew Digital for my C B C T and my p mm-hmm.
That was awesome. Okay. That's good. Yeah. So I feel like I've happy with all the people I've chosen so far.
Michael: Okay. Yeah. Awesome. So the, one of the last questions I want to ask you is, how is all of this affecting your personal life? Oh my
Sana: God. Okay. Hello. I've added therapy. I'm kidding. ,
Michael: when you just talked about therapy, Michael.
Oh, I wasn't joyful with the Taco Bell, Mexican pizza. Come on,
Sana: let's talk about that. So, no, I'm, but honestly, it, it's hard. Like, you know, I have a husband, I have three kids. I have a teacup Yorkie who needs more attention than my husband and three kids all together, like, It's a lot, you know, and I have, and I tell my husbands all the time, like, I need to find something for me.
Like, and I have not done that yet. you know, my husband, he plays soccer, for example. Mm-hmm. , he likes to watch sports and fantasy football and whatever that type, whatever that March madness. Mm-hmm. . Mm-hmm. . Well, he likes that stuff. So that's like what he does for himself. He is like, with his friends, like doing that.
He goes and plays soccer and like, that's great. And I, and I'm happy for him that he has that, but I'm like, dude, what do I have? I literally clean teeth, not, I don't clean teeth. I do a bunch of fillings and crowns and other stuff. Argue with people about their dental insurance that they picked. It's not my fault.
I don't wanna tell you about that. Tell them how they're not paying for my Mercedes. That it's literally a Volkswagen. And also they need the filling. and then I come home and then I argue with my 12 year old because he is going through preteen stuff, so That's cool. Yeah. And I argue my three year old who doesn't want to go to bed,
And then my eight, my, well, he's actually, oh my God, he's 10 months now. Sweetest little boy ever. But yeah, so him and I just, we just hang out. He, he doesn't argue with me thankfully. But, you know, so I'm like, I just, I'm like at work or I'm at home and then like, that's it. Or I'm talking to my therapist, so I'm like, I need something for me. So I think that's been some, that's been the one thing that I have really been missing since this whole journey started is like that time for myself and that thing for me, like, I really wanna start working out again. That's like one of my goals, but that's because I enjoyed doing it and I just haven't, I don't have time.
Like, where's the time? , I finished all the clinical stuff and it's like, oh, gotta run payroll. Hey guys, sorry, told about to run payroll. So would you like your check like paper or do you want it direct deposited on Monday? I forgot to run payroll. So it's like those types of things, like if I'm not doing like clinical stuff, I'm doing all this admin stuff and if I'm doing admin stuff, I'm doing mom stuff and then like, where's the like me stuff, you know?
So I think that's the one thing that has kind of affected my personal life is like I just don't have time to do anything that I wanna do. And I, and you know, you open a business thinking like work life balance, this is great, but I think as a startup, like that's probably not a realistic expectation, especially like when your significant other is not in the same field or like a part of the practice, in some sort of like administrative capacity, you know?
my husband's a high school teacher and he loves what he does and he. Does not have time to do anything here because he has 160 students that he has to teach and grade and plan for, and he comes home. And then we have three kids. If I'm here late at night running payroll and putting up Indeed ads, cause I have to hire an assistant, guess what?
He's at home with the kids so he can't be here to help me. You know? And so that's kind of the, the thing, it's, it's a very like fine line I guess. You
Michael: kind of do, you kind of feel sounded like what about me?
Sana: Yes. Kind of thing. Yeah. This is becoming like a serious therapy session and I'm there for it because it would be good to have it twice.
I mean, this week I had to skip it cuz we had content day yesterday. So , it feels like at that point where I do need my therapy session and I'm kind of happy so. I do wonder what about me? What about me? If you
Michael: skipped it for your content day. Yeah. I mean, uh, that and stuff like that happens, right? I think like you kind of have to, was that, what did you say that was like a lack of boundary right there?
Or, or you were just prioritizing?
The skipping. Oh, the skipping or something else?
Sana: Well, no, that was, so I have my boundaries now because of my therapist, but her and I talked about it and I was like, Hey, love you, but next week I have to like just film a bunch of stuff. So I can't meet for therapy next week, but we'll meet the next week.
So it was me just like prioritizing something and maybe, maybe the content was for me, like doing this content creation thing, like was for me. Right. So it's like, and this is the other thing, this is like a good takeaway for everybody. When you say yes to something, you are saying no to something else. And so what is that thing that you're saying no to?
And are you okay with that? And. , you have to remember that when you say yes, cuz you could be thinking like, hey, like, and this is the way she explained it to me, laser reps. Mm-hmm. . I took this call from this guy. It does not harm me that I took this five or 10 minute phone call. So I said yes to the phone call.
Just being a nice person, okay? Mm-hmm. . But what did I say no to? I said no to maybe five to 10 minutes of talking to my mom, five to 10 minutes of listening to music in the car, or a podcast in the car that I was excited about because I was talking on the phone, in the car that five to 10 minutes of talking to him did not harm me or do anything like detrimental to my life, right?
I said yes, just to be nice and did not set that boundary. But by doing that I said no to something else. Maybe would've served me better. Like maybe I had a really long day and I really just wanted to talk to my mom or my sister, or I wanted to like decompress and listen to some like bone thugs and harmony.
Like, I don't know, Anyway, so I have learned boundaries and I'm very proud of it. And I think Michelle would also be very proud of me. That's your
Michael: therapist's name? Yeah. Oh, okay. Yeah, you're right a lot of the times and it's the things that require our immediate attention where we make a snap decision where we're like, crap, we should have done these days the scar says resource we have is the time to think.
I feel. So if we are not like given that time to like, I, should I say yes to this? Should I say no? I feel like we're just afraid to say no sometimes.
Sana Yusuf DRAFT: Yeah,
Sana: no, that's a hundred percent me. I'm like, I'm like just yes, yes, yes, dear. Yes, yes, yes, yes. To my son, I say no a lot, but everything else is like, yes, yes, absolutely.
No, you cannot buy PlayStation, whatever you want to buy on PlayStation for game, for whatever game you're playing. No. Yeah. But yes, let's go downstairs and eat dinner together. Yes, . Yeah. So, but I've gotten better at it. And I think that's another thing, like as a business owner, you have to set those boundaries.
And I'm learning that like. , you have to set boundaries. You have to prioritize the things that are important to you because guess what? Like if I take the time to like make this indeed at and put it up right now, I'm not gonna have an insistent tomorrow. I'm so screwed. Right?
So like, why not go home, put my kids to bed, sit down on the couch with like a nice cup of tea and then be okay, now I can put this indeed add up. Like why do I have to do it right now at this exact moment? Like, I can go right now and enjoy the time with my kids while they're awake. And those are the things that I'm learning.
Cause I'm more of like the let's just do it now. And like, why? Like why put it off? Like just do it now and be done with it. And I'm learning now, like sometimes you have to like pause. I'm going to not do this right now and I'm gonna come back to this in a little bit and I'm gonna go do something else that I need to do.
Or that's a bigger priority. And it's okay to like sometimes leave a task undone. , you know, not all. Like I obviously I'm not gonna make, Hey guys, I just, uh, drilled this filling in your tooth, but I'm gonna go prioritize my cup of coffee. I'll be right back. We're just gonna leave the whole way there. So yeah, like, not like that.
We're, yeah, we're always there. Almost there, but not yet. you know, obviously not like that patient, patient care is always first, but, I think there's certain things that I could probably do better as a mom, as a business owner when it comes to like, prioritizing and boundaries. And I think that would really impact like my personal life. Also the work-life balance that I like so desperately need. you know, I just think about like, yeah, I wanna go on this trip. And I'm like, that sounds like super exhausting. I don't wanna do that anymore. Like, because then that means I have to close the office, like, who's gonna answer the phones? Who's gonna do this?
Like, what is the production we're losing? Blah, blah, blah, blah, blah, blah, blah. Also, like, traveling with kids is not fun. So I don't do that. So,
Michael: Stay home. Yeah. Okay. I get you. I get you. Sauna, it is been a pleasure talk to you. I appreciate your time. But before we say goodbye, can you tell our listeners where they can find you?
Sana: yes. So I mean, if you wanna come to Wesley Chapel, Florida, you can find me here. I have signed a 15 year lease. I'm not going anywhere, . but if you're not in Florida, you can find me on Instagram. My, um, Instagram handle is my first name, last name, so Yusuf, d m d. my office page is on a dental studio and spa, always like open book.
Feel free to message me, ask me all the questions. if you felt triggered by anything that I said, feel free to reach out. I can talk you through it. can, we can work through it together. If you have questions about anything that I talked about, again, feel free to message me. . I think there's a lot that we could have talked about and a lot that we have left to talk about.
I'm inviting myself back for another episode, so, okay. ,
Michael: I feel like you left the tented doors open too, so I was like, oh yeah, we, we'll probably we'll probably talk about that, but all that will be in the show notes below, guys, so definitely reach out to Sauna and thank you for being with me on this episode.
I appreciate it. I'll talk to you
Sana: soon. Yes, definitely. Bye guys.
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: https://www.meetdandy.com/affiliate/tdm !
In this episode, Dr. Tom Orent, gives us a behind the scenes view of his 20, 20, 20, new patient exam process. Dr. Orent notes that there are 3 main rules when talking to a asymptomatic patient and discussing treatment:
- Don't take too much of their time.
- Don't take too much of their money.
- Don't hurt them.
It's important to remember that new patients will most likely be sensitive to all three of these points when undergoing treatment or treatment planning. Dr. Orent recommends a more gentle approach when immediate attention isn't required. He takes his patients through phases rather than overloading new patients with worries of payments, time, and pain. Phase one of Tom's 20, 20, 20, process involves the lower ticket items that the patient needs, and eases into later phases with more comprehensive treatment.
Listen in for more tips from Dr. Tom Orent on higher treatment conversion rates, happier patients, and profitability.
You can reach out to Tom Orent here:
Tom's 4-Step System to Safely Withdraw From PPOs
Other Mentions and Links:
Gordon Christensen
Pete Dawson
John Kois
Frank Spear
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Tom. So talk to us about patient retention. How can we utilize this, or what advice or suggestions can you give us that will help us with this? .
Tom: looking at new patient retention, uh, it, it's critical, but before we get into how to do it, let's talk about why you'd wanna do it.
Mm-hmm. , why is it so important? Why is it critical? Let's say a healthy new patient flow for a GP is 25 or 35, let's say per month. So I dunno, about 400 patients, new patients a year, The average lifetime value of a new patient in a, in a general practice is over $6,200. So that's a lot of money.
Lifetime value for each one who comes in and. . if you could only increase new patient retention, let's say just by 20%, that's 80 more patients a year who are with your practice times, however many years are gonna be there. That one year. Those 80 patients, the average lifetime value multiplied out, you're looking at just shy of 500,000.
That's a half million dollars increase in the value of the practice over a few years. So we're gonna talk about something that I call the twenty twenty twenty new patient exam. Uh, before I get into detail on how to. , let me tell you who this is not for, cuz it's really important that I make this clear even before I tell you who it's not for, we're talking about the most common kind of patient, the asymptomatic, no symptoms comes into the office.
I think everything is just fine. I'm just here for a cleaning and a checkup. if the patient has an emergency, if the patient has a broken tooth, if the patient says I need a mile reconstruction, that's a different. what we're talking about today is retaining the vast majority of the highest likelihood of the patient coming in, and those are the people who say, yeah, I think I'm just fine.
All right, so who, this is not for, if you have the gift that Gordon Christensen or Pete Dawson or John COIs or Frank Spear or, or any of those guys where they can just meet a new patient who has no symptoms, thought everything was fine, sees that they really do need massive work, and within, you know, a short period of time on that first.
You're able to get across to the patient, the relationship, the trust, and get them to say yes to let's say, you know, 20, 30, 40,000. Case, then this is not for you. Now, I would say that the vast majority of us, I certainly am not in the category of being able to do that with an asymptomatic patient who walked in and said, yeah, I'm great.
I'm fine. I don't need anything. all right, so this is for everybody else. what you wanna do is you wanna make sure that you're not scaring away. The new patient by telling 'em everything that they need immediately when they told you already that they think everything is fine, that they don't have any symptoms.
and by the way, I mentioned Pete Dawson. I loved Pete. Uh, he wrote the forward of one of my books, and so I went through all of his courses and, and I learned everything. And clinically, it was amazing. . The problem is I came back into my office after two years of those courses and, and I was much better clinically, but when I tried to do what he said as far as case presentation went, and, you know, going through the whole thing with a brand new patient.
not too long into this, Isabel, my office manager takes me aside and she hands me this big legal pad with a bunch of names on it, and I said, what's that? She said, uh, do you recognize these names? I said, no. I said, who are these? . She said, exactly. She said, those are all the new patients who came in once you presented massive cases and they ran out the back door.
and she handed me this thing. I was like, whoa. I had no idea. So she didn't know how to fix it. I didn't know how to fix it, but I knew I had a problem. Mm-hmm. . And the problem was I was using great clinical skills, but when I came to the presentation, I was trying to do the, Dawson Pinky presentation and say, this is everything you need.
There was no trust, there was no relationship. . So over the years I did a lot of trial and error and I figured out a way to get by this, and I came up with three rules. So four your docs out there. If you're writing anything down at all, write down these three rules. This is for the asymptomatic brand new patient when you meet them.
Number one is don't take much of their time, so a treatment plan that requires them to come back 5, 6, 8, 10 times over the next several months. , it's already gonna be too much Friction don't take much of their money. So if the out-of-pocket is, you know, under a thousand dollars, that's fine. But if the out and if five, six, $700, that's all good.
But if the out-of-pockets gonna be 4, 5, 6, 8, 10,000 or $15,000, again, you're putting in stress in a relationship that doesn't need to be there yet, and you can retain that patient. If you don't do that at that point, I'm gonna tell you how to do that right now. Number three is don't hurt. Now you may be thinking, Tom, why would I wanna hurt a pa?
Well, you don't wanna hurt anybody, but you especially can't hurt a new patient. Cuz if you do, they're gone. So those are the three rules. what you do is you develop what I would call a phase one treatment plan, but you don't mention to the patient that it's a phase one treatment plan initially. this is where the rubber meets the road.
All you're doing is developing your phase one. If we were back in dental school, they wouldn't have you treatment plan an asymptomatic patient from beginning to end or any patient symptoms or otherwise. They wouldn't have you treatment plan the entire patient. You would do our first phase and then get that under control, whatever.
So kind of back to the roots a little bit. Now, what could be in that phase where phase one plan that won't take more than a few visits, won't take much of their money and won't hurt them, won't take much of their time. . All right. You could do whatever's needed, but you could do perio phase one, deep scaling and root planning.
Let's say you found some pit fisher and groove composites that were needed. You could do those. Let's say the patient requested whitening. Okay, that's fine as well. this is some examples, but it's low cost, low impact, nothing major. Not gonna scare 'em, not gonna take much of their time or money.
So that's a phase one. . Now, let's say you're looking in their mouth and you see that their posterior teeth have all these wide open margins on th 30 year old amalgams, and you pro probably have recurrent carries and frack, whatever. Mm-hmm. . How can you not tell them that? How can you just do a plan and tell them everything's great other than this?
Well, you can't, that wouldn't be ethical at all. So I had to bridge that gap and figure out a way to present something to them that would be easy, but at the same time would be ethical and, just be honest. So the way that I did that and the way that I recommend doing. Let's say you're just about done with your phase one plans.
you've actually presented it and she said, yeah, that's fine. Just a couple visits and not much money. So she is, that's fine. Then I would say, Mrs. Jones, I see that you have a number of old Mercury silver fillings in the back teeth and they look like they were done quite some time ago.
Is that right? And she would say, well, yeah, they were those redundant as a kid. Now, you know, she's thinking that you're gonna say that you need all this work in the back and, you know, crowns. And she's thinking, oh my God, not this. I hope I don't need all this work. don't even know this guy. These teeth feel fine.
Nobody ever told me I need anything back here. I let her think what she wants to think. But I finish up this sentence with, I made a note in my record, and by the way, I did make a note in my record. Mm-hmm. , so I case noted this. I said, I made a note in my record that in the not too distant future, I'd like to have you back for a more complete and thorough evaluation of those back teeth, just so that we don't miss anything important.
Would that be okay? And of course she's gonna say, yes, she's, you know that, that's all fine. She's not gonna say no to that. And so now she's happy. Cuz at this point all I've done is that little phase one plant and I. After we finish this first phase that we've just discussed, I'd like to have you back for more complete and thorough evaluation.
So now I've told her that this is a first phase, that I've not done a comprehensive exam, that I've not at all addressed all of the back things that we're looking at with all those big silver fillings, but that I do, and I might even mention to her, I do see some areas where, the filling itself isn't as tight against the tooth as it used to be, and it's letting things leak in there.
So that is something I'd like to take a look at, just so that we don't miss anything really important. Then I go through that first phase. She accepts it. You're gonna get really high acceptance of that. Again, to be clear, this is not a patient who came in with. a fracture, an abscess, um, or telling you that they need a massive amount of work, those patients know they need it.
I would move forward with whatever you think is appropriate at that time with that patient. Mm-hmm. , but because there's no relationship and there's no trust without relationship. and because the patient came in presenting saying, I have no problems. I think I just need a cleaning and a checkup. And that's your classic bread and butter patient who does need a bunch of work.
so we don't wanna scare 'em away. 95% of my new asymptomatic patients were really happy and they stayed with me and they came back and then we did the next phase evaluations. not only credible, because you're telling the truth, um, but it's something where when they come back, it's already a seed in their mind that they know that there's other stuff to do and they're happy that you didn't talk about it before.
you and I talked a little bit before we started that, um, really, I mean, the big 800 pound gorilla in the room is insurance. I mean, we're not gonna get into insurance today, maybe another time, but, but the big 800 pound gorilla is insurance. Why? Because. The vast majority of gps in the United States are mired in PPOs, and I was, I mean, I had that in my practice.
My dad had it in his. and it was what was killing me. and it took me about two years to develop a system, a strategy to get out of those PPOs. But I did it. So I went a hundred percent fee for service. And then when my dad was dying of cancer, he asked me to take over his practice and help my mom out financially, cuz all he had was debt.
He had nothing put away as in zero, no life insurance, nothing. Mm-hmm . It took my wife and me about two and a half years in that practice, the Worcester practice to get 13 out of his 15 plans gone and make it a very profitable practice as well. . And so I had mentioned, uh, earlier that, uh, what, what, what I have available for your listener is it's a, uh, free special report.
It's called a four Step System that dentists use to safely and predictably withdraw from PPOs and increase net profit. So if your folks would like that, they can get it right where you see over my shoulder. , www dot ppo fo and foe is F oe, so ppo fo.com. And that's, um, that's about it. I, I, I hope that covered it Well, not for
Michael: you.
No. Yeah, that was fantastic, Tom. I appreciate it. And then we'll, play all that in the show notes below, but real quick, I wanna rewind a little bit to where we talk about, don't take too much of their. The three steps don't take too much of their money. So there's three
Tom: rules. Yeah, there's three rules.
Rule number one is don't take too much of their time. And what I mean by time is the number of visits. Imagine that you're the new patient, you don't have any symptoms. You presented to a doctor and you said, I'm just here for a checkup or a regular physical, whatever, they tell you you need to come back for a series of additional tests and treatments and and time outta work and whatever.
When you thought that there was nothing wrong and even. Maybe you just moved from another town and your previous dentist, who you were with for 20 years who you loved to death told you you were in good shape. again, to just to be clear, and I know I've said this a couple times, but it's important. This is not the patient who has a fractured tooth abscess emergency needs, uh, or massive reconstruction, and they know it and they present that to you that I need this all fixed.
This is the patient who thinks everything is just fine. And that's a lot of the patients we see today. So that was rule number one, is not a lot of time number. don't take much of their money, and I don't have an exact number, but I used to keep it well under a thousand dollars, so it might be three, four, $500 maximum.
And then they have some insurance that kicks in, you know, for part of it. Uh, but, but not much out of their pocket. Number three is don't hurt 'em. And, um, again, not to be facetious, we don't wanna hurt anybody, but, but especially with a brand new patient. I mean, if you inject them for the first time and you're doing a small filling or whatever it is you happen to be doing, or your, your perio phase.
and you hurt them, they're not coming back. I mean, there's a lot of dentists out there who'd be happy to, you know, treat them and do it, uh, in a very comfortable manner. So you just have to be extra, extra kind and careful to make sure that none of that happens and you'll retain a very high level of your, uh, very high percentage of your new patients.
It's wonderful, man. I
Michael: like the, how you broke that down with the phases too, how you kind of do it all in a slow type of growth, right? But you're building that, but you said you're building that relationship, that trust, but you. Establish the foundation with the relationship first. Right. And I feel like sometimes we just wanna hurry up and, And get
Tom: that in there. Well, the, the funny thing is when my office manager in the Framingham office, Isabel, when she handed me that, that, um, notepad, it was a legal pad. Mm-hmm. . And it had pages and scrolled of handwritten names. I was like, what is this? She said, exactly.
You don't know who these people are, do you? She said, I said, no. I said, Isabel, what's your point? Get, get to the point she, . Every one of those on those three or four pages is a new patient who you did the long form, you know, full exam and comprehensive treatment planning and so forth. All asymptomatic patients, all patients who came in saying, I, I think I'm fine.
I just need a cleaning and a checkup. And you told them they need 10 50 and 2030, what? Whatever you saw, and you were probably right, but you blew them all out the back door and, and again, at that point, We didn't have a solution, so I knew I had a problem, but I didn't have a solution and it took me a couple years to develop what I call the twenty twenty twenty new patient exam for maximum new patient retention, and that's what we just discussed.
Michael: Nice. Awesome. Tom, I appreciate your time and if anyone has further questions, you can definitely find 'em on the Dental Marketer Society Facebook group, or where can they reach out to you directly?
Tom: First of all, there's pfo.com, which has my information when they download that.
That'll have all my, my contact information in there, that special report. The other thing they could do is go to my Facebook group. The FA Facebook group is PPO O Exit. So it's a Facebook group and it's called PPO O Exit.
Michael: Nice. So guys, make sure you downloaded the special report. Go on the show notes below.
Everything's gonna be in the show notes below. Click on the links. And Tom, thank you for being with me on this Monday morning Marketing.
Tom: Michael, thank you so much. I appreciate the opportunity.
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: https://www.meetdandy.com/affiliate/tdm !
Guest: Zhanna Konovalenko
Business Name: ZK Coaching LLC
Check out Zhanna's Media:
Sign Up for Zhanna's Mailing List!
Other Mentions and Links:
Master Your Emotions - Book
Dale Carnegie
Napoleon Hill
Tony Robbins
Martha Beck
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Taking action from a negative emotion will often result in a negative outcome!
- Look at the reasons BEHIND your money goals. Math is simple, but drama around money can be complex.
- If discipline is the only way to meet your goals, you may find yourself burning out!
- Tying your self worth directly to your work performance is a fast-track to negativity.
- Marketing your practice is about how you can help people, not how you can get more patients.
- Niching down your services when marketing will go a long way!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Dr. K, how's it going? ?
Zhanna: Hi Michael, I'm doing amazing. How are you?
Michael: I'm doing pretty good. Thanks for asking. If you don't mind me asking right now, where are you located?
Zhanna: Uh, I'm in northern California on the peninsula. Uhhuh, and um, foster City.
Michael: Okay, nice, nice. Awesome. So let's dive into it. Tell us a little bit about your past, your present. How'd you get to where you are? .
Zhanna: Sure. It's, uh, it's a long, it's a long story . Mm-hmm. , but I try to make it short. So I am I'm a board certified orthodontist, but I'm also a dental coach. That is my main focus on my passion, is my coaching practice where I help busy doctors create a thriving work and life balance so they can succeed, uh, without burning out and the way I got there.
So I'm a doctor and a coach. I am actually something that's called a foreign trained dentist. So I was born and raised, not in the United States. I was born and raised in the Ukraine. Uh, a country that sadly many people know more about now with what's going on there. and, uh, so I grew up there.
my father is a dentist, so I come from a family of doctors. and when I was about 15, you know, I decided to go to dental school. back home, it was actually in, in Moscow, in the Ukraine, but I've always had. Two passions. I've always wanted to study abroad. I don't even know why , we didn't even have internet back then in the nineties, but I've always wanted to study abroad and I always had passion for, behavioral psychology, motivation.
What makes people successful? Midway through dental school in Russia, I decide to move to Europe. So I turned 18 and on my own I moved to Prague, Czech Republic. That's where I finished my dental school. Five years in in Charles University in Prague. moved back to Russia opened a general dentistry practice with my father, who still practices there.
Worked there for about a year and decided that I wanted to move to the United States. So 13 years ago I moved to the us learned the language went back to dental school. Your listeners who are foreign trained dentists would understand this track. If you are trained in another country, uh, other than the US as a dentist, when you move here, you have to get recertified, meaning you have to go back to dental school for a shorter number of years.
It was two years for me. I went to University of Pacific here in California in San Francisco. And after that I decided to specialize in Orthodon. So I went to the residency on the East coast in Philadelphia, temple, and became an orthodontist. And after that I decided, nah, it's too cold. Moving back, , moved across the country again and have been practicing in Northern California since, since I graduated.
Okay, nice. That's a little bit how I became a dentist or orthodontist. And like I uh, mentioned to you, my passion has always been. , what makes successful people? Successful. I've always been, listening to tapes when I was like, since I was in my teens and early twenties, you know, classics, Dale Carnegie, Napoleon Hill, Martha Beck and Tawny Robbins, you know, mm-hmm.
people like that. I've always had it in my, in my ears, that helped me reach to where I am in my career. and when I was practicing as an orthodontist in California, I was in a very busy practice. where I saw close to 100 patients a day. And as you can imagine, it's, you know, you have to manage your mind really well to be successful and still have that work-life balance.
Mm-hmm. . And that's where I stumble across life coaching. Like it's becoming more knowing now what coaching is, but still people are like, Hmm, my coach, what is it exactly? So I discovered life coaching. I hired my coach. She really helped me. have that entrepreneurial mindset rather than an employee mindset where I was able to take control over, just my life balance really.
And then I decided to get certified. I spent a year becoming certified as a life coach through, it's called the Life Coach School. There's different type of schools, but that's where I got certified in 2018. And Fast forward opened my coaching practice mostly because people around me noticed that something has shifted in me.
Mm-hmm. and my colleagues start reaching out, like, how are you so chill? You saw so many patients today. So I started coaching my friends who were also dentists. And then, when the pandemic hit, I just decided to go, full speed into coaching and started my business. It's called ZK Coaching. And uh, that's has become my main focus and my main.
Michael: And you still have your ortho, like your practice, your
Zhanna: orthodontic practice? Yes. I'm still a board certified orthodontist. Correct. But most of my focus right now is in my coaching practice.
Michael: Gotcha. Okay. So if you don't mind me asking, how many times do you practice clinically in
Zhanna: like a month?
It varies. It really varies depending on the demand. So it's really different month to month.
Michael: Gotcha. Okay. So let's rewind a little bit. Why did you decide to become an orthodontist? Go that. .
Zhanna: Yeah. Such a good question. Why did I decide it? Because I had a teacher in dental school who believed in me, that I could Uhhuh,
Let's fit it this way. Orthodontics seemed interesting, seemed different, you know, in general dentistry, uh, or in dental school, you're not exposed very much to orthodontics. As a general dentist, you do pretty much all of the procedures except orthodon. like root canals, surgical extractions, things that endodontics, root canal specialists focus on you doing dental school, some of it.
So you get experience, extraction of wisdom teeth for example, or difficult extractions, so-called surgical extractions. You do the, in dental school, that's what oral surgeons do. You probably don't place implants, although it depends on the dental school. So you kind of get exposed to different pediatric dentists, right?
Working with kids. You do that in dental school, so, You get exposed to all of the specialists except for orthodontics, you don't really move teeth. as a dental student. And I just remember peeking, in an orthodontic, residency, program at my school at U O P and thinking, wow, this is so cool.
You know, there, it's just you can move teeth. Like what is happening right now from one side to another? That seemed like so futuristic. And I was like, I don't know, it's so competitive. Like, should I, should I not? And you know, one of my instructor, you know, basically was a life coach . Kind of type thing and said, yeah, you totally should, you know, like that little train I thought I could.
So I did. Yeah. I just decided that would be very interesting. And I was always also drawn into aesthetic and like complicated cases. And I also thought as a woman who Had envisioned a path of having a family. You know, in the future I thought that my work, work-life balance would be better with orthodontics versus, for example, surgery.
Although I'm sure there's oral surgeons who have work-life balance. But that's how I thought about it at that time. So that's why I decided to go the, the route of orthodontics. Okay,
Michael: nice. So then fast forward a little. and you decided to hire a coach. I mean, you've always been interested in like motivation, what makes successful people successful, like you said.
Yeah. But where was the moment where you were like, I need something. This can't continue to happen like this? What? What was that like?
Zhanna: Yeah. Let me see when it was, I think it was 2017, I think I was at the gym. I almost remember that. And I was running on the treadmill as many, many successful people, you know, work out to, not just be in shape, but like be in mental shape, right?
Mm-hmm. . And I just remember running on the treadmill and thinking, I am still thinking about my patients. Like I am still constantly reliving all these cases and like, Like, I just want a break. . Mm-hmm. , I don't have this break. Right. And, you know, I'm the kind of person who listens to podcasts when I work out, not so much music.
I think I was looking for something like efficiency, productivity, you know, I was always interested in, how, how to be like, Top organizer. Mm-hmm. . Um, and the podcast came out, the Life Coach School Podcast. So I started listening to her and I was just blown away by the principals that she was talking about, that had to do with mind management around life, really everything.
when I decided to hire her. And things that I had learned completely changed the way I looked at. Work and my goals and my personal life and, just where I was heading and how I was thinking about it, that really helped me be 100% present at work when I was at work and not take it home.
So I think that was kind of like a pivotal moment for me where I honestly just ended up hiring a life coach and I didn't look for it. It wasn't like a thing, at least for me that I knew about. But it was truly a pivotal moment in my life and career, obviously. Mm-hmm. since I became a life coach, that changed everything for me.
Yeah,
Michael: cuz that's super common, Jon, where like you're. , at night, you're thinking about work in the morning, you're thinking about work on your vacation, you're thinking about work. You know, it's just like life of an entrepreneur. So yeah. How did that change, especially when you're looking at goals, because if you, you're taking a flight right, to your vacation and you're like, you're thinking about new goals, you're, you're creative and you're like, oh man, I'm excited about this.
Is that a good thing or a bad?
Zhanna: I think it depends how you look at it, right? So if you're looking at it in a way that's disempowering you, that's probably not a good thing because whenever you take action from a negative emotion, you're not going to create a favorable outcome. Most of the time you really don't.
So the way it, the live designed it actually, which is great because in order for you to hit your goals, you have to like what you're doing. You have to enjoy the process. You know how they always. Not about the destination, it's the process. Mm-hmm. , it really is, meaning any lofty goals requires a lot of action over a prolonged period of time.
In order to do that, there's only two ways. One is through self-discipline, which we all know. One, it's hard. Second of all you, that's how you get burned out, right? You take a lot, a lot of action, and you're like forcing yourself. Verse is way number two. is when you enjoy the process, and then it's a pool, right?
You're pulling yourself towards your goal. So you may be thinking about it when your plane is taking off, but you're thinking about it in an inspiring and empowered way, and that will propel you to take more productive, massive action and feel good.
Michael: Gotcha. So can you gimme an example then, like on how we can utilize this?
So, I mean obviously a lot of us are like, I wanna have goals to like, you know, reach a million by the end of the year on collections or whatever. Right. Is that something like you would say, yeah, you should add that in your life, like goals coaching or is it more like be content with 800,000 and you have the freedom and.
you know what I mean? Kind of thing like
Zhanna: that. Yeah, yeah. I see what you're saying. Mm-hmm. , um, the way I approach it, and that's definitely a topic that I coach McClue a lot on, so I always tell them, especially when it comes to the revenue goals, the money goals, there is math and then there's drama. Math is simple. Drama is what I help you with as a life coach. Mm-hmm. , for example. Let's say you make a million dollars in revenue, as a general dentist a year, and you really want to make two for whatever reason. So we would first dive in. Why do you wanna make two? Totally fine. It kind of goes back to how you said, should you be content?
Like your reason, if you want to make 2 million just because Dr. Jones next door is making two, and you feel bad about yourself, this is probably not a strong enough reason for you to do what it takes to get to 2 million. Mm-hmm. . But if it's because you just want. That's a good enough reason, or you want to be able to impact more people in your community.
That's a good reason. Maybe it's because you want a different lifestyle for yourself or your or your family. Do you feel good about it? That's a good enough reason. So we'll start with the reason why you want it. If you like your reason, then the rest is just math. This is what I coach my clients on. Okay, you wanna make 2 million?
In a year, then tell me, we reverse engineer the result. How many weeks a year do you want to work? So let's say you wanna take two months off a year. Okay? 52 months minus eight is 44 weeks. You will be working that year. How many days a week do you wanna work? See, people don't think about that. How many weeks, uh, days of a week do you wanna work?
Okay, I wanna work four days. That's the typical for general dentist. Okay. So then, That means, I think it's something around 178 days if I do my math. Math right. And then you just divide 2 million by the number of days that you're gonna work. So then you have the production goal that you need to make per day.
I think it's gonna be something around $11,000, 11 and a half thousand dollars. And now when you look at that number, that helps you now narrow down, okay, how much should I. What kind of procedures should I focus on? Who will be my target market that I'm going to attract? How will I brand myself to attract that target market?
And what is the value that I'm producing that they will actually want? And then you just do the rest.
Michael: Gotcha. I mean, it sounds easy, Zina by like you've seen it, right? Like a lot of us aren't doing it like that, or something happens. What happens where it. Maybe we do the reverse engineering. We make it happen, but then I guess life happens, right?
Like, I don't know, oh my gosh, an unexpected pregnancy, or, oh my gosh, I'm getting something happen, a natural disaster. I don't know. Things like that, right? Mm-hmm. , is that what, where the burnout comes or where does that come?
Zhanna: Yeah. You know, I, the way I see it is, and the way I coach my clients is that something happens is the, Your brain talks to you or behaves to stop you from getting that goal.
See, I always explain to people in a very, Basic way that we have two types of brains. We have our primitive brain that just wants to keep us safe, right? Everyone says to protect us from pain, give us pleasure and keep us condensing energy. And then we have this higher brain that is capable of planning and, you know, setting goals.
So when you set your revenue goals and you do the math and you decide you know what you need to do that's here using your higher. . But then when you say life happens, like some circumstance happens, you get pregnant or, I dunno what other examples you gave me. You don't feel like it, or, staff members quit.
Your marketing person goes on, I don't know, something, right? Mm-hmm. , these things happen. Our brain, our primal brain kicks in and our primals brain's only job is to keep us from taking action. It does not want us to. because the safest thing to do is to stay like in bad undercovers, watch Netflix and eating
It's the safest way. Yeah, yeah. Right. Don't put yourselves into harm's ways. So you always go to your default unless you manage your brain. I mean, unless you manage the messages that are literally popping all these sentences every day in your brain. So when people say live happens, I always help them make it more specific, because live happens is very vague. Mm-hmm. . And when something is very vague. We can't solve for it. For it. There's no fixing, there's no solving. Life just happens. But when I coach clients and we narrow down exactly what happened, then there's always a solution. For example, you said pregnancy happens. . Okay, so I would ask my client, what do you make it mean?
What does that mean that you're pregnant? And there's always some sort of a story that their primal, like that scared brain is telling them, oh, I won't be able to work, or I will get tired, or maybe I'll be sick, or all these things. And I always like to say, okay, let's write a whole list of obstacles and then we're gonna turn them into.
That's what life coaching does. Unlike a consultant, it doesn't tell you what to do. It's not just about like steps or strategy, because those don't always work unless you have, unless your mind is there, right? Mm-hmm. Coaching helps you tap into your own resourcefulness so that you can figure out very quick and clear ways to solve solutions.
So, in case of a pregnancy, or let's say half of your staff quit . Mm-hmm. . Okay, so neutral circumstance. Let's figure out all of the obstacles right now. Let's say there's nobody tomorrow to like open the office, how we gonna solve it? But if you just say life happened, you can't solve for that. You see? See what I'm saying?
Mm-hmm. , when you're like really narrowed down, become extremely specific, anything can be solved. God.
Michael: So you like hyperfocus on the situation kind of thing, right.
Zhanna: Instead of you always have to, because brain just likes to throw hands up in the air and say it can't be done. Mm-hmm. . And you have to zoom back in and say, well, what exactly are we talking about here?
Gotcha. Kinda like going back to the basics.
Michael: So can you gimme. An example and also like a really good definition of what burnout is exactly. Sure. Cause you feel like sometimes we're like, I'm just burnout. But it's like, are you tired or are you like still, I feel like sometimes I can, you know, you can work all day and you feel still excited and happy, but that's not burnout, so, or is it?
I don't know.
Zhanna: Yeah. Good question. So a true, true burnout. , like a combination of mental and physical state where you are at a point where you literally cannot get out of bed, right? You are just so down. You have zero energy, you're completely exhausted, and you can barely move around like your environment, And it has three stages of the burnout, first stage. So it's not like you wake up and. Literally burned out like a match. Mm-hmm. , the stages are typically first you feel very low energy. You're very tired, you're constantly exhausted. You're having these perpetual thoughts like, oh, another day at the office, right?
Like mm-hmm. You're looking at the clock and you're thinking, oh my God, another hour, another patient. Right? Stuff like that. Then there's that second stage. You becoming, it's called depersonalization where you become very cynical, right? Where you like look at your schedule and let's say you say, oh, is my 4:00 PM here yet?
Like, you don't call people even by their names, right? You call them by a time, right? Or like, did that crown prep show up or are they running late? You know what I'm saying? Yeah. , you're deep like you are taking the person, like a person out, like you're grouping together, your patient, your person with.
the procedure that you're doing all the time slot, whether a schedule, and then the last stage is where you are just constantly unsatisfied with your own achievements. Like nothing you do is good. You're self critic. You know, we all have that inner voice that's self-critical. That's always like, oh, I should have said this, or My hair was wrong, or, I should have changed the angle on the video or something like that.
Yeah. That critic becomes so loud that you just can't stop. You're not happy with anything you do. It would look like, you know, oh, I should have cleaned the cement more around that crown that I prepped. Oh, my stitches were not great after that surgery or for orthodontist. I didn't finish with a great overbite.
I could have created a better orgen for that patient, but that's for every single person. So you. Extremely self-critical of yourself, of others, and that mental state becomes psychosomatic, meaning so many thoughts, negative thoughts, start affecting your body so that you physically have no energy and you cannot.
almost get out of bed. You can barely function. That is a true burnout and that is something where life coach cannot help you. You know, you have to see a psychologist, psychiatrist, you might need even medication therapy. If you're a non, if you're non-functional as an individual in a society, life coaching is not the best option for you.
You can work together, you know, with a therapist and a life coach. But that's something you wanna address first. What you were talking about. You know how people say, oh, I'm so burned out, you know, I'm feeling like I'm burning out. That's not true. Burnout, it's pre burnout, but nobody really calls it pre burnout.
So I usually tell people I'm a burnout coach. Mm-hmm. . And then when I do consultations with clients, that's when I determine are they in true burnout or are they, are they in pre burnout? , but if somebody can get on a call with me, they're probably not burned out. You know what I'm saying? Mm-hmm. , like they're functioning, they're walking.
They could press the button. . Yeah. So the Iron Am Burnout, uh, phrase that's been thrown out there regularly, is typically like a mental state which has several characteristics typically, uh, you. Pre burnout, when you do a lot of work, a lot more work to get somewhere. So in other words, you are not hit like you.
You have your goal, you want to make certain amount of money, or you want to produce 10 podcast episode a month because you wanna have this rating and you don't see that rating. So you start producing more and more and more. And so like you're taking so much action and it's not rendering the result that you want.
but all this action has an effect on your mentality and your physical body. So you are getting in this pre burnout state and those qualities that lead to that is typically perfectionism. So people who, hold themselves to unrealistic standards. Right. This we can be perfect. Yeah, it's impossible.
But perfectionists, they understand that intellectually, but they're like, yeah. I'm gonna try . Yeah, right. Close as possible. I know, I get it. I understand you cannot be perfect, but I'm really gonna try. Mm-hmm. , and that's what sets you up for failure. So perfectionistic mentality, people pleasing, and a lot of the, that's a big one, especially for dentists.
we are trained to follow these protocols, to cut this perfect class to cavity or have this perfect class one molar. You know, when we finish an Orthodon case, Like we are literally trained to be micro-focused on a perfect outcome really, and that permeates your life and your personality. So it's really hard to separate what you do at work.
Like Sure, strive to do your best is different than strive to be perfect because it's unattainable and it leads you to. Extra amount of action that you're just literally spinning the wheels and not moving in a productive way towards your goal. And that creates burnout, right? Okay. So perfectionism be, uh, people pleasing, which kind of like a side effect of perfectionism where, you know, you wanna do your best and you have these unrealistic expectations of what you can achieve.
And so when patients come into you, you wanna acc, acc accommodate them no matter what, because you're tying in your self worth to your work, right? In other words, you are thinking, you know, I'm a good doctor if I can help every patient. I'm a good doctor. If the patient leaves me a good yield purview, right?
Like you're tying in your self worth to your. , and these are two separate things. And when you do that, then you wanna please everyone, right? Because you want them to say, oh, you're so great. Thank you, doctor. You're amazing. You're the best. I'm gonna write you a yield review, which has nothing to do with you as a person.
And that has everything to do with the service that you provide. But the service cannot be perfect because it's impossible. So you're becoming unrealistic with what you're promising to your patients. And when you cannot meet what you had promised them, you start pupil pleas. , you know what I'm saying?
Mm-hmm. . And that just leaves you feeling icky because it's unauthentic. You know, you start going oh yes. You know, Mr. Smith, you came, for the third time this week without an appointment. That's okay. We're gonna squeeze you in. You know, you came an hour late for your appointment. Oh, that's okay.
We're, we're going to squeeze you in. because you are afraid that if you don't, Mr. Smith will get so upset and maybe throw a tantrum or write you about, you'll review or I don't know, scr at your staff and something like that. So you're not setting these healthy boundaries mm-hmm. that these patients really need.
You know, boundaries is another big component, because you don't understand your Owen, limitations as a clinician and, and as a person. and then the last one is, it's a personality who's highly self, self-critical. , you know, low self-esteem. Mm-hmm. , people who are like, have a lot of self doubt.
which sadly happens in a lot of women dentists. Which has to do with the way we're socialized. You know, men and women are socialized a little bit differently, so we're not as assertive as men and we tend to be more, more looking within ourselves and criticizing ourselves. That's why there's so fewer women leaders in dentistry, especially, you know, who are stepping forward and leading the industry.
So we tend to be more self-critical. So when you are. Perfectionist, expecting impossible things from you, and you are self-critical. No matter what you do, you find the flaws. Yeah. So you'll end up people pleasing because you want them to like you, and then at the end you feel just crappy because you're not showing up as yourself, you're not being authentic, and you can't deliver what you had promised.
Which feeds even more being self-critical, you end up doing extra work. More and more miles for people who will never be pleased and you end up earning out. So it's
Michael: like a, let me see if I got this right. So, so if you're being very self-critical mm-hmm. , you tend to, you said compensate with perfectionism.
Yeah. Pretty much. Okay. Perfectionism and then that's impossible to reach. Right. Right. Be perfect. So then you tend to people please mm-hmm. and. If somebody gets upset, then you'd be so critical against, so it's like a little
Zhanna: It's a it, it's a cycles. Exactly. So it's a rated cycle. Wow. Which forces you like the only solution that you're braining him up with, will I have to do more?
And then you start doing more work. That's not necessarily a thought through work. Right. Like for example, , you just start accommodating all these patients who show up without an appointment. You start giving them discounts just because you want them to like you. Like it's completely defeating the goal of your revenue and what you're set to do.
Mm-hmm. . Right? Which also ties in. You probably haven't thought about your brand and what's your positioning with these people, right? Cuz you're starting to mix your personality with your business . Oh yeah, yeah, yeah, yeah. And then you just start spinning the wheels, Throwing every, all the resources that you have and burning out, unfortunately.
So then when people, you know, end up coming to me, we have to unpack all of this and go back to the basics, okay. What exactly success looks like for you at the office? What exactly does it look like for you at home? And let's make sure that your self-worth as a human has nothing to do with these two.
Your self worth is. Your self-worth is Absolut. , there's nothing you can do or say that will make you more worthy or less worthy. So once you start with that, dealing with your business and your personal life becomes so much easier. See what I'm saying?
Michael: Yeah. You're able to separate kind of the, the two.
Mm-hmm. , uh, when it comes to, cause I think that's the hard part. I feel like a lot of times we, we don't separate it or we go through seasons, right? Mm-hmm. and I, I don't know, you can tell me if I'm wrong or not Jonna, but like sometimes I believe like. There's gonna be seasons where you're gonna have to work really hard, right?
And it's gonna be like, mm-hmm. , I'm gonna do everything. And then there's seasons where you're like, yeah, we could watch Netflix today. Or, you know what I mean? We could relax and stuff like that. But there's hardly ever a moment where everything kind of just feels balanced, if that makes sense. Mm-hmm. ?
Zhanna: yeah, so you could do it this way. , but you could also a little bit even things out because a feeling of balance is a feeling that's created by your thoughts. So there's sometimes things in life where it's easier to do something and sometimes it's harder.
Like for example, weight loss actually comes up a lot for my clients. Mm-hmm. . And you know, if it's I'm trying to think if it's September or August or September. It's easier for people to lose weight when, rather when it's end of October in November, in December, right? Mm-hmm. like the holiday spirit because of the environment.
So people always say, oh my gosh, the holidays come in. There's no way I'm like, around all these food pushers. It's so much harder. So it's kind of like that rollercoaster that you described, that people think that it's easier to lose weight when. , they're not surrounded by holidays and cookies and, and Turkey and all that stuff, right?
Mm-hmm. . But that's really your perception, your mindset, because if you created a sustainable goal for weight loss and how many pounds you wanna lose per month, and what are all the actions that will take you there, right? Like I'm gonna work out five times a day. I'm gonna walk 10,000 steps.
I'm gonna drink 60 ounces of water. I'm going to be eating, you know, two meals. four ounces of protein and veggies like you, you become very specific, right? Then it doesn't matter. Then it's holidays. All you had to do is just manage your mind around, you know, I'm at a dinner table and my plan says to do this and, Mary here is passing a pumpkin pie.
So you just have to manage your thoughts around. . I want it like a simple thought as I want it. That creates, right, like an urge for you. We think it's a fact. Like I want it means I should have it, right? Mm-hmm. . So it creates that rollercoaster effect. But if you level it out and you expect, remember that, I was telling you about obstacles and strategies, if you, anticipate all the obstacles that might happen, and the majority of obstacles really are our.
How we're gonna think about what my mom says who baked a pie. She's gonna think that if I don't eat it, I don't love her. Yeah. It's not about, you know what I'm saying? Like we do these things to herself. Yeah. But if you explain to her, mom, I love you more than anything and I'm gonna have that pie tomorrow.
But right now I'm just not hungry. Or I choose now to. , then it's gonna, it's gonna create a very different experience where you can equalize and balance out your effort when it's planned. Remember with that higher brain? Mm-hmm. , when you plan it out and then you manage your mind around it so that you don't have this mind drama, then you can just execute the math and everything becomes more balanced and playing field, so you don't have to go through up and down.
Michael: Okay. Okay. Makes a lot of sense. Okay. I wanna ask you so much more about this stuff, but when we focus on like the business side of it, what can a dentist do today to improve their, their marketing and business with this?
Zhanna: Yeah. So, as a dental coach, I think about marketing very differently than as a practitioner would.
So the way I think about marketing is really you are telling people that you can help them. , that's all that marketing is. The majority of doctors think of marketing as a way to get new patients. Mm-hmm. . And when you think about, oh, I have to get people to come to my practice because my practice needs money or something like that.
That's kind of like Anki way to think about it. No wonder they don't go in their, they don't take action. Mm-hmm. . Right. That's why. There's a lot of strategies on marketing out there. There's a lot of great advice, but unless you have the mindset of the person who gave, who gave you that advice, you're not likely to create the same result as their strategy promises.
Mm-hmm. Right. Makes sense. Mm-hmm. ? Mm-hmm. . Yeah. Makes sense. Because somebody will say, okay, let's go on social media right now. Social media is big. You have to market your practice on Instagram. They can even give you like the marketing strategy for Instagram. They're gonna say, this is what you're gonna do. You have to have a long PO post. A short post, a cur cell, a reel, and a testimony. . But if your mindset as a doctor is, oh, that sucks. I don't wanna do that. I'm, I'm, what is the reel? Even like, I am horrible on camera. Mm-hmm. , what kind of reels do you think they will create? Probably not the ones that will ex attract a lot of patients, right?
Yeah, yeah, yeah. So if you think about marketing is this is just me telling people that I can help them. Isn't that. You're just, your sign is open. I'm here open for you to come here and I'll help you. And I always look at it as a trifecta. So in order to be confident in telling people that you can help them, you need to believe in your product or service.
You need to believe in your client or your patient, and you need to believe in yourself as a clinician. So let me give you an example for dentistry, you need to believe in your product. What services are you providing? What exactly is your dental practice doing? Are you a general dentist? Are you a specialist?
I am a big proponent of having a niche. I really believe in nicheing down, and here's why I. . A lot of doctors are afraid to knee down because they are afraid that they will turn down, turn away. Some patients, right, they're, they want to attract everyone as much as possible, but if you market to everyone you attract no one buying behavior of people has changed, especially since the pandemic. People still want to buy the best product, but they also want to buy it from the best. Which means that their values need to align with yours or the other way around. Your values need to align with theirs. They want to know about you. Like for example, you, Michael, you help, practices with ground marketing, Uhhuh, , right? For marketing. And you do this by helping put the doctor's story in the forefront, create the website around their story that. The part of marketing where you connect with your customer, you tell them your story, right? You, this is your branding too.
Like they need to resonate with your values and that's okay that some people will not like you, but then some people will love you and they're not gonna hesitate. They're gonna come and they're gonna bring their friends, That's how you create the brand. Recognition and loyalty. Like for example, when you think about Starbucks, what do they.
Coffee, right? Mm-hmm. , like when you think coffee, you think Starbucks? Do they, do they sell sandwiches? Yeah. Do you go to Starbucks for sandwiches? No. Mm-hmm. . So by focusing on one thing, one niche coffee equals Starbucks, you will attract those people and then you can you know, increase, uh, or add other, products that you are, that you are selling or other, other, uh, services that you are providing because these people are already in.
this is how it might look like for a dentist, you know, as a general dentist. And I think dentists also do that a lot. Like, marketing. I am a cosmetic dentist, right? I do just, just be the guy or the gal on the block who does amazing veneers. . It doesn't mean that you don't do rick nails and crowns and you know, fillings, but be known for that one thing.
Don't be afraid to niche down and really get good at this because people wanna buy the best product, right? So believe, believe in your service what you're providing, be really great at it, or be like an aligner company. Uh, practice, right? Create the brand recognition, and that's what we'll. your clients. So it's number one, believe in your product or service.
Number two is believe in your client. Really think that your patients want help. They want what you have to offer and what you have to offer will change their life for the better.
Like really like zoom out. Don't just be a doctor who's diagnosing teeth and decay. Look how, what? What is the. The service that you will provide for them, the experience they you'll provide for them will have an effect on their life. So if you really believe that you have the best product, For that person that will benefit from having smile makeover or better bite or cavity free mouth and educated, about oral health so that they can educate their, uh, children and, you know, have a whole healthy family.
The last pieces believe in yourself as a clinician. Mm-hmm. , you know, you need to em embrace and embody that you are the best person to help that patient. So when you, when all this trifecta is working, that's when you will market in the most efficient and the most confident way. Really, I have the best product.
People want it, and I'm the best person to do that. For them to give that service, uh, to them. Now I just have to tell them I have to go meet people, tell them that I'm a dentist and make them offers to. . Yeah. So that's how I look about marketing.
Michael: Okay. And I feel like a lot of the times we get kind of like, tunnel vision or, or maybe clouded with like, we just took out a huge loan, we opened up a practice and now we gotta get these new patients like as quickly and as possible.
And we kind of, go really fast over these three things. You know what I mean? Mm-hmm.
Zhanna: instead of sit down. Meditate. Yeah. That typically, that typically happens because that primal brain kicks in. Right? It's trying to keep you safe. Mm-hmm. , right? Because the primals brain's job is to. , make sure you don't take any action.
So whenever these sentences pop in your head, oh, I just took out this practice loan, we have to make money. You don't have to do anything. You don't have to be an entrepreneur. You don't have to have a practice. You don't have to be a dentist, you don't have to get outta bed. You choose to now ask yourself, why do I choose to do that?
Do you see? You feel like it's a little bit, it's a lot more empowering question to ask yourself. So that is
talking to yourself this way and just be, be kind with yourself, you know? It's okay. It's just my conditioning. This is my habitual thinking is telling me about this loan and the pressure that I'm putting on myself and stuff like that. That's okay. Your opinion is noted, but I'm going to focus on. What actions can I take to actually efficiently, successfully get to my goal by serving people?
That's, I think what's, doctors always often forget that you're not just there to, make money or diagnose cavities or extract decay teeth or straighten their teeth. You are there to serve people. How can you best serve people? Think about that. You know, or when. You are networking with other doctors for specialists.
You know, they go network with general dentists. When you go to the networking event. There was I think it was like a study where they looked at 250 people who showed up to a networking event and they said everybody raised their hand who came here to sell something to another person? Everybody raised their hands all two 50, and they said, and now raise hands who came here to buy something?
One person raised their hand. That's why people hate networking events, right? Yeah. Because we feel like this pressure like, oh, I have to sell myself or my practices or like, send. Send me patients, send me, uh, referrals and stuff like that. But if you're thinking, how can I serve them? Right? Because there's always value exchange in anything you are doing.
You just have to think about it this way. So let's say for me, for an orthodontist, if I'm an orthodontist and I going to go meet my referring dentist, general dentist or just any dentist on the block, I want them to refer me patients, what's in it for them. . Like it's not just dropping off, uh, donuts and saying, hi, Dr.
K, I'm next door. Mm-hmm. , send me patients. Yeah. Like what's in it for them? It goes back to that tripod of, belief system. What is that specific value that I can provide to your patients? If I am the veneer doctor, you know, I do the best veneers You. If your patients need veneers and need smile makeover, I can help them see this like value exchange.
There's something for that referring doctor that you do as another doctor or a specialist. And when you approach it this way, it, it takes this weird sexiness out of it because you're not selling anything really. Marketing is not selling. You're just trying to, help people, show people that you can help them.
Right? So like, thinking about us a little bit differently is very, .
Michael: Yeah, I like that a lot. The reciprocity effect, right? Like, this is what we can do for you, kind of thing. Yes. Okay. Awesome. So then, right now, another question is, what would you like to see more from a dentist? you can put yourself in the shoes of the general population, right?
Or you can put yourself in the shoes of, of what you do as a life coach and think about what would I wanna see more from? What do I feel like they're neglecting or what do I feel like maybe they can be doing increasing more on
Zhanna: just like as, as a doctor in, in their practice? In terms of service or in terms of marketing?
Michael: It could be in terms of, it could be in terms of both. In both. Yeah. let's go for that. Yeah,
Zhanna: so I think it goes back to that nicheing, you know, having, being specific in something I think. Helpful will be for doctors is to figure out what's their target market is, because then they can help the best, these people, these patients, because these patients will receive the exact experience that they want.
And that would help doctors too match with more, uh, patients. So I would love for, you know, my colleagues to really look at the map where they're at. Hopefully they have done it before they purchased a practice. Mm-hmm. , they can do it now. And if they figured out that, you know, uh, their practice is focused on dangers, but they're in the middle of their rodeo drive in la.
probably not the service you wanna be selling, right? . Yeah. So you might wanna shift a little bit, or sometimes honestly, the best solution is just to sell the practice and do all that homework and move somewhere else. You know, I always tell my clients, do you want to be bright or do you wanna be rich?
Right? , you kind of have to decide. So really looking into your target market. Who is in your vicinity? What do people want, right? And you can do that by, you know, setting the demographics or really get to know your, your clients, your patient. I think what's really helpful and would benefit both patients and doctors is look at your competitors.
Look at their yield reviews. Look at what people are talking, what are patients not happy about? And then solve that in your practice. That will not only help you help more people, but more people will be helped with something that they need and your competitors are missing. Mm-hmm. , right?
Michael: You see that?
Yeah. Yeah. Makes a
Zhanna: lot of. . Yeah. And you know, really, like I said, look at your numbers, figure out what your goals, figure out how you want to run your practice, what you wanna charge, what kind of people you wanna attract, and what would serve them best. Like what would, what kind of product or service you can create that will really like, create amazing experience for that.
Mm-hmm. , because then that will really benefit. your patience and that will help you grow your practice too. Yeah. Okay. So I think having this like niche down approach and be really specific and serving would be helpful for both.
Michael: Okay. Yeah. Awesome. And then, right now, someone who's pretty involved in like social media, you know what I mean?
Mm-hmm. , like you're, you're out there and everything. And also like you're involved in the industry, but I really appreciate that you're also involved in like the lives, right? Of a lot of these. practice owners and dentists. So I wanna ask you right now, looking at it from your point of view, what do you hate?
And then what do you love about dentistry?
Zhanna: Ooh, what do I hate and what do I love about dentistry? How interesting. In terms of social media, I think. , I'll start with what I love. I think what I love is that I think more doctors are understanding the importance of like personal branding and bringing, bringing their own personality to their businesses, right?
There's two, there's two schools of thoughts when it comes to branding your business. You can either create. Business persona that represents your brand. That is kind of like faceless, meaning you don't have to like necessarily put your own pictures everywhere, especially on social media and stuff like that.
Maybe just one. But. , your customers get a sense of like the energy, the or around your business. Like what exactly, are you a boutique? Are you high volume? Like what, where exactly do you stand? So that's one approach, like this business entity or you can just be yourself and you are your own brand.
Mm-hmm. and I thi, this is what I do in my business. Like what you see is my brand is me. . And I think that creates, you know, the like and trust the two important components for people to, to buy from you. Right? And I think a lot of doctors are starting to embrace that, which is very hard. So I like that, that doctors are starting to do that.
And I um, you know, I applaud them because as professionals we are, we are, we are taught to be professional, right? Like personal life and professional are completely separate, you know, like tight upper lip type thing. But. people are buying from people. You know what I mean? Yeah. We can't just hide behind the mask of the white code because there was a person behind there.
And as much as we wanna be perfect, people know we're not. Mm-hmm. , but they really appreciate if you're passionate about it. So that kind of bleeds into what I, I wouldn't say I hate, but I wish I could see more. Doctors being more passionate about what they're doing, which I think has to do with really finding that niche that you love.
And then when you are passionate about it, people actually, customers perceive, passion as in we are going to do a better job for them. because if, like, think about it, a doctor who just comes in a, in a consult room and just spits out diagnosis, I mean, you're, you're just sitting there thinking like, like, you're an idiot because they're just talking all this terminology at you and then they tell you everything that's wrong with you and how much it's gonna cost.
Right. Versus a doctor who comes and they love what they do, they're interested in you, they wanna incorporate. Uh, work that they're recommending for you with your lifestyle and how it's gonna all make it work with, you know, how much it costs and stuff like that. Who would you rather go? Probably to the second doctor, right?
Mm-hmm. . Yeah, because you think like he or she will do a better job for you because they care. So I would really wish that doctors embraced more the importance of, You know, personal branding and the mindset that they bring to their daily work and finding the area that they truly love and improving as much as possible in that niche of dentistry that they're doing, because I think that will bring the best value to both the doctors and the
Michael: patients. Awesome. Okay. As long as, thank you so much for being with us. It's been a pleasure. But before we say goodbye, can you tell our listeners where they can.
Zhanna: Yes, sure. So the main area they can find me is on LinkedIn. That's where I hang out the most. and in the show notes, we'll probably leave my my coordinates.
It's just my name, Dr. Janko. And there is I have a mailing list where I send, weekly motivational and inspirational nuggets for doctors to become thriving leaders in dentistry. So we'll probably leave a link to that too so I can hop on that mailing list.
Michael: Awesome. So guys, yeah, that will all be in the show notes below.
So definitely reach out to Jean after that. And thank you so much for being with us on this podcast. It's been a pleasure and we'll hear from you soon.
Zhanna: Sounds good. Thank you for having me.
In this episode, Sandy Pardue, from Classic Practice, shows us the importance of patient retention and how we might have more patients going out the back door that coming in the front! The first step to a healthy retention system is knowing your numbers. If you know your retention rate, you can locate the problems and put an end to patients falling off the radar. Sandy emphasizes the use of multiple forms of communication and staying top of mind with your patients. While staying in touch with patients is important, spamming them with texts isn't the answer. Building a communicative team that shows the value of dentistry at each visit is the sure path to happy and healthy patients.
Catch Michael and Sandy's conversation here to learn more on patient retention and effective office practices!
You can reach out to Sandy Pardue here:
Other Mentions and Links:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
SCHEDULE A FREE DEMO TODAY!
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Thank you for supporting the podcast by checking out our sponsors!
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Sandy. So talk to us about patient retention. How can we utilize this, or what advice or suggestions can you give us that will improve our patient retention?
Sandy: Michael, that's one of my favorite topics because I feel like in dentistry, people aren't paying attention to it.
And I, I'll ask team members and doctors as I see 'em, like, what's your retention rate? And they're like, I don't know. They're clueless about. . And that's really sad because when you think about the marketing, uh, people are spending a lot of money on marketing and they're getting in these new patients, but the new patients aren't staying.
The back door is wide open. Mm-hmm. , and there's so many parts to retention that people don't think about. It's you're getting these patients in right. But there's that internal marketing that plays a big role. And then it's the follow up with recare and the way people feel when they come in. All those things play into people wanting to come back.
So we always talk about this, um, and our consulting and our lectures because it's so important. And so listeners might be thinking, well, Sandy, I've never really thought about what percentage of our patients we retain. . If you think about it, if you've got a practice that's getting 30 or 50 new patients a month, and as time goes by, if you've got 10 years in the practice, how many patients should you have?
Are you still starving for new patients? Because so many left, the retention percentage that we see is 50 to 60%, so that means 50 to 60% of the patients aren't coming. So I wanna give the listeners some tips. Like what? What do you do? Well, first off, learn where you are, and that's fairly easy. In fact, I would implement this system in the practice to.
At the beginning of the month, you train your front office team to to pull a recall report, a recare, whatever you call it in your practice, and find out how many people are due to come in for that month. So let's say the month is March. look at everybody due with or without an appointment to see the hygienist in the month of March.
Write down that number at the end of the month when you're moving into. Now you're gonna pull that same report and see how many people are still on it. It is shocking for a lot of practices. Mm-hmm. . So they find out, wow, only half of our people came in. Or maybe only, only 60% came in. That's still terrible.
Right. So the first part of fixing anything is knowing, okay. Knowing and now watching, monitoring it. Mm-hmm. and then. . The things that people can do is you wanna make sure with your, whatever you're using for your third party software to reach out via text and email or however you do that. You wanna make sure that that is.
Reaching out to people longer than one year, or even longer than 18 months, because when people are out in the world and they're doing their thing, time goes fast. And you don't wanna just write off people and forget about 'em and quit trying to get them back in because a year or 18 months passed.
Mm-hmm. . So I always say, this about retention, like as long as blood is flowing through their veins and they didn't call and say, I'm never coming back. , consider them your patient cuz they consider you their dentist. Right? Hmm,
Michael: that's true. I never thought about that. Where they still consider you So 18 months.
Where would, how would the system look? For example, let's just say we're, we're pulling up our report, we figure out, my gosh, we're at 60%, right? Like, that's, that's pretty bad. Mm-hmm. . Now what's the steps to, I guess, bring them back and keep. .
Sandy: Okay. That's a good question. So what, what you wanna do, and I recommend all practices, just make this standard protocol every January, February, March, like in the beginning of the year, is go back about three years.
You could go as far back as five years if it's an older practice, if the practice has been around for 8, 10, 15 or more years and just go back. As far as three to five years and get last by last visit date. And then you're gonna get a bunch of people, like if you have 4,000 patients, you're gonna get a thousand, 2000 people on this list and reach out to them.
You wanna reactivate them. You see what happens, Michael, is people. if they're not being contacted. what happens is, have you ever heard that, that saying outta sight outta mind? Mm-hmm. . Mm-hmm. . So I think what happens is we want our patients to come back, or we tell 'em they need to come back, or we make every effort to get 'em back.
And then as time passes and they don't come back, they start feeling a little guilty. And they might even be a little embarrassed to come to the practice because you wanted him there. They may even cheat on you, right? They get this big postcard in the mail from, from the dentist down the street that offers like a big discount on a cleaning, and they go check them out.
But they really, really didn't like it as much as they like your practice and now they're embarrassed to go back because you might know they even have feeling over there. So you're surely gonna know mm-hmm. . So if you stay in contact with them and you're always reaching out, I think you'll stand a much better chance of, of reactivating them and getting them back.
But retention also, uh, starts in hygiene. But what is your hygienist spending her time doing, communicating to that patient? With that time that your hygienist has with them, are they talking about what's gonna happen the next time they come in, or how important it is for them to keep that upcoming appointment because you wanna check in a certain area.
That you communicated. So all those things are really important. So, uh, that knowing your retention percentage starts there and then having a really good recare system and staying in touch with people and better communication and better experience in the practice. Those are all
Michael: important. Gotcha. So let's, let's do that.
Let's, if you can give us the rear care system. So where, like, for example, I'm listening to this episode right now and I'm like, oh. Sandy's right? I gotta put, put this system in here. How can we implement it tomorrow? How can we insert.
Sandy: Okay, great question. So the first thing that people need to do is learn what their software is actually doing for them.
Like if you're texting or emailing or whatever your protocol is, learn what that software is doing. And you wanna sit down with your team. A lot of teams don't even know how often a text is sent. They know nothing. They don't even know what the message is. So you wanna look at the protocols for a pre-scheduled person or a person that left with no appointment.
They left the practice with no appointment. you need to look at both of those scenarios and you wanna write like a flow chart of what needs to happen. So let's take Prescheduled for example. Well, first off, I'll just have to throw this in here. Mm-hmm. is, you shouldn't be pre-scheduling every single appointment for every single patient, you wanna make sure that you, you're not putting people that are repeat offenders with broken appointments six months away. So let's say you're pre-scheduling about 80% of your people. time goes by and about three weeks before that appointment, you wanna reach out to them. I prefer a card, okay, for that first contact.
But if you'd prefer an email, just keep in mind that 28% are opened. Maybe it's a text, but it's three weeks before the appointment is the first contact, and that message is going to let them know that they have an appointment if they need to change it, that you need to know at least 48 hours in. Then moving closer to the appointment.
Three days before the appointment, you send out an email. Two days before the appointment, you're gonna send out a confirmation text. If you don't hear back from them the day before the appointment, you're gonna call and that confirmation text is gonna let them know. If we don't hear back from you, we're gonna put somebody else in that spot.
Mm-hmm. . And so you're gonna call though the day before just as one more try to get. And then you might have to put somebody else. If you can't get them there, then I like a same day text first thing in the morning that's telling them again, uh, we're looking forward to seeing you at two o'clock this afternoon.
So it's kind of a. Done deal. It's a matter of fact. We look forward to seeing you. So that's, that's pretty much it. And, uh, you can mix it up though. It's like, here's the thing, A lot of times people just send out so many texts and emails that it becomes spam. And I hear people talking about it. And as you know, everywhere you go they wanna text you.
I mean, just today I got, I had so many texts. I got a text from the Vigo Garden people and the bond plants people, or everybody I've done business with. Janie and Jack kids clothes, it gets ridiculous. So what's happening is it's not just dentistry that's texting people, right?
It's everybody texting and they give you a discount if you give your cell phone number. So people are doing that, right? So you're getting all this text and so it's getting a little annoying. So you need to mix up your communications, emails and text and phone and physical.
Michael: Gotcha. Okay. I like that a lot.
You're right. It now that you mention it, , you do see it like a lot of texts coming in and it's like, oh, okay. It's the same. You can even almost tell like the same systems that they're using kind of thing. You're like, okay, same software, same soft. Okay, so real quick, um, I wanna know, what marketing techniques have you seen when it comes to patient retention work internally?
Sandy: Internally. Well, I'm gonna tell you, it starts with the experience and I always tell people it's like I pay a ridiculous amount for my haircut. And you guys might be looking to say, really? Well, it's been since before Christmas. I just made an appointment this morning that I'm going for later this week, but I pay.
$90 for a haircut plus a tip, which is a lot in Baton Rouge, Louisiana. Okay, but why? Why would I do that? he's not that good. I mean, he's good, but I'm telling you, it's the way you feel when you go there. It's beautiful. That doesn't mean you have to go redo your office, but the smell, oh, I could, it. . It just is wonderful.
I mean, I, I love the way that place smells. Everybody is so friendly and they're always on time, okay? Mm-hmm. , I never have to wait. It's easy to get in. Those are the things that patients are gonna look at when they think about you compared to their previous dentist or their doctor. It's how you make them.
Were they welcomed? Did you have to ask their name or did you know their name? How did it go through the, through the entire appointment? Did you make them feel uncomfortable? Did you embarrass them? I mean, all these things have to be considered the only thing that's gonna separate your practice from the practice next door or a block away is how you make that patient feel.
They're not gonna remember what you say. They're gonna remember how you made them.
Michael: Awesome, Sandy, I appreciate your time and if anyone has further questions, you can definitely find her on the Dental Marketer Society Facebook group, or where can they reach out to you directly?
Sandy: classic
Michael: practice.com. Awesome. So guys, that's gonna be in the show notes below, so definitely go check it out, sign up to her upcoming seminars. Also listen to our podcast that we have, together and where we dive deeper on this dental drill bit. Yes, definitely go check that out. It's gonna be in the show notes below. And uh, Sandy, thank you for being with me on this Monday morning marketing episode.
Sandy: Loved it. Happy scheduling everybody.
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
[Click here to leave a review on iTunes]
Guest: David Rice
Business Name: Ignite DDS
Check out David's Media:
Instagram: @igniteDDS
Email: david.rice@ignitedds.com
Other Mentions and Links:
Sandy Pardue (Classic Practice)
Patterson
Jon Miller (Patterson)
Henry Schein
Benco
Bank of America
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Lending banks do not want to see that you have no debt, they want to see that you can SAVE money. Keep some savings in the bank when securing a loan!
- Many dentists start off with more than they need. Try running lean an mean at the beginning and add more ops later.
- Always consider the logical answer before making quick business decisions based on emotion.
- Podcasts and books are great learning resources starting off, but plan to have 3-5 good mentors to put things into action!
- Look at the dentist demographics in your area as well as the patient demographics. If there are hungry dentists saturating the market, another location may be better for your startup!
- Planning to reassess and improve your professional relationships every 90 days is imperative to growth.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: David, how's it going, man? That's great. How you doing today? I'm doing pretty good, man. Thanks for asking. If you don't mind me asking, where are you located right now?
David: St. Petersburg, Florida. Is
Michael: that where you're, are you speaking right now or is that where your
David: hometown Yeah, so that, so St.
Petersburg is home for me, although I do dentistry in, uh, east Amherst, New York, which is Buffalo. So I've got a.
Michael: Yeah. How far is that?
David: You know, it's about a two hour plane flight, door to door. But I, I, I chunk my time, so I'm in St. Pete for, you know, a month, month and a half, and then I go back there for a week or two and so on and so forth,
Michael: man.
So he racking up the, the miles man,
David: Yeah. Yeah. Delta and I are besties.
Michael: I know. awesome man. So we appreci. Everything, man. I, I know a lot of the listeners here are from the startup group, dental Marketer Society, Facebook group too as well. A lot of other groups. You drop a lot of, knowledge, expertise, especially for startups.
Do you have, your own startup practice, or was it an acquisition or.
David: So I, you know, I kind of ran the full gamut, which I think is important for your listeners to understand. Mm-hmm. , you know, as they listen to people, as you know, advice from folks who've done things lots of different ways matters. So I was an associate, I did three acquisitions and a startup.
I've sold it all. I'm back to being an associate again by design. And, that, that matters when you're listening to folks. You know, one startup is great, 10 startup. Means something, you know, one acquisition is great, 10 acquisitions mean something. Mm-hmm. wanna be careful who you're listening to.
Michael: Yeah, that's true. Mm-hmm. , when you went to three acquisitions, was that your, out of the three acquisitions in the startup, which one was the first where you dove into?
David: First one, uh, was, was an acquisition. there are reasons to do one versus another based on your goals, demographics. opportunity, things like that.
But first one was an acquisition.
Michael: Gotcha. And then you continued to acquire more and more and then decided to do your startup like that? I,
David: I did. And you know, part of the reason I did a startup, part of the reason I acquired other practices as well as did the startup is, , people like to put you in a box and say, well, of course you're sober, successful, you're in East Amherst, New York, not Buffalo or de pew or Lancaster or wherever.
Mm-hmm. . And, um, so I just decided, well, I'm just gonna keep going and prove, you know, there are processes that work, they're universal, and then Yep, there are some things that shift based on geography. So that was, that was my why, honestly. And it was fun. And we got to put some young docs in really great positions early on to, you know, become owners and, and to take over.
Gotcha. What
Michael: were the processes when it came to the acquisitions where you're like, this is universal man, it's, it's whatever acquisition you jump into, it's gonna happen like this. And then what are some things we gotta look out for where it's unique?
David: Yeah. So I'll tell you some of the things that are important from a process standpoint are, um, how you sequence them.
So the first thing you need to do if you wanna buy a practice or start one, is like, get with a lender and get pre. Step number one, 100% of the time. then things differ. But, so acquisition, once we had the lending in place, then we started saying from a vision standpoint, like, who do I want to be?
What kind of practice do I want to have, kind of dentistry? Do I want to do what? ZIP codes, location, location, location, support that rather than trying. really high-end cosmetic dentistry in a demographic that couldn't support it or go into a neighborhood and wanna do bread and butter dentistry in a neighborhood that didn't understand that's not what they wanted.
So, you know, get the lending down, figure out what kind of practice you want to build from a vision standpoint. Then build your kind of your core team. and, and build out your, your business plan to deliver just like 10 steps. I love, but just a couple
Michael: there. . . So you said get the lending down. Let's, let's jump into it with you, right?
Sure. How did you get the lending down and then how did you figure out what kind of practice you wanted?
David: Man, great question. So here's, here's the first thing. I got the lending down the wrong. , so don't do what I did. Mm-hmm. , you know, I love to teach from the mistakes I made. most of you who are young dentists are being told by maybe parents or faculty or maybe even folks that you see online that you should be like, knocking off your debt, knocking off your debt, knocking off your debt.
Not true. Absolutely. 100% false. You should be going income-based repayment, making your minimum payment possible. Dashing cash. and then the moment you've either acquired your practice or if you start up, started up a practice, then crush your debt. I did it backwards. I, I went to a lender with zero debt.
I owned a home with also zero debt and I was a bad lender cuz banks don't want to take away your home or your dental practice if something goes sideways. They wanna look at an account and say, Hey, here's 150, $200,000. And if, God forbid, you're the half of a. , we've got a way to make ourselves whole again, don't do it the way I did it.
bank Cash, that's the first lesson.
Michael: Okay. So was it hard for you to get a loan cuz of that, or who'd you go with? Yeah. Who'd you end up having to
David: go with? So I went with Bank of America, I did. Three of my, my loans through them over the years. They're, they're, they're awesome. They've been great. They have a dental division.
They're the largest dental lender out there for a reason. and there's some lessons there too. Part of it is rate, but it's not all about rate. But I went with them and yeah, my first loan was, was tough. I had to have a co-signer, like, oh, think about all that, man. I was 27, I had zero debt. I was firing on all cylinders, and I needed someone to co-sign my.
because I did it wrong. So don't do
Michael: it wrong, . Okay. So like depth is good in this situation, right? Like you want to have that, cash in the bank.
David: So yeah. Cash flow is king. Mm-hmm. . And if you have, ballparks say 50 to 80 grand and a bank. and you show a bank that you can, save money, not light it on fire, cuz you're all excited, you finally get a paycheck. They're not actually gonna take a dime of your money. They just need to see that you're capable of saving money. And then there's other things they need to see too. But I didn't have that right. Even though I thought I did all these things right. What they saw was like a zero net balance. And that wasn't, that wasn't good for me as a young dentist who wanted to be an.
Okay,
Michael: so then you got the lending down. Yeah. What are the, here's, here's the process where you're like, okay, I'm just gonna get an acquire this practice right here, or how'd you figure out Yeah. The steps for that, like the practice that you
David: wanted? Yeah. So I knew for me, I wanted to do complete care. I wanted to do, I wanted patients who wanted like to invest in the.
and you, you guys know the dentistry that's out there. It's, you know, call it full mouth rehab, total health, whatever you wanna label it as. But they weren't, I didn't want patients who came in on an emergency only. I didn't want patients I had to fight. So whether we like that or not, that requires a dental iq.
Doesn't mean you have to be smart or, in, in life in general, but you have to have a high dental iq. You have to, you have to inherently value that kind of dentist. Or it's an uphill battle to build, 2,500, 3000 patients who get to that value. That's something we can build over time. But if you're gonna buy a practice, you wanna buy in an area where people sort of instinctively get that.
So we targeted zip codes and said, Hey, they had to have a certain household income, their family structure had to look a certain. , we wanted a family structure, not 10 kids, but maybe one or two kids. Mm-hmm. and people who, who lived in, in certain areas and he shopped in certain places and they, they liked and bought certain goods and services cuz we knew if they valued those things, they would value the dentistry we wanted.
So that narrowed it down for me, like three zip codes in, in Western New York, which is where I want it to be. So do that wherever it is you want to. And, narrow your search. And then from there, you know, there's some really good companies out there that can tell you should you be in a strip mall? Should you be in a standalone?
Should you be, a, at a complex that houses 10, 20, 30 businesses And you can study all that stuff and put yourself in an optimum position.
Michael: Gotcha. Did you go with any of those companies? Those really, really good. .
David: at the time a lot of them didn't exist. So who I did go with and who I still rely on to this day is I called my friends at Care Credit and said, Hey, you guys know, don't just know dentistry, you know, like healthcare.
Mm-hmm. . So tell me in these zip codes what neighborhood I should be in. Am I in a corner? Um, what kind of building I should be in? And they had all that data, which was super.
Michael: Gotcha. Okay. So you figured out like the, the patient base that you wanted, right? Like the exact type of patients then you went from there.
Yeah. When you've acquired these practices, cuz this has happened a lot in the past where numbers look inflated, right. whether it's production collection, new patients and they get in there and they're like, this is not at all what I thought it was gonna be. Yep.
David: Did that. No, thankfully I had great people on my team who knew how to look at not just the top end number, but why those numbers got there.
And they also knew who, how to dissect the practice based on the team that was present and say, Hey, this is the team you can count on moving forward. So these numbers should hold true or. , you know, this team member's been there 35 years, they're probably gonna retire. Or this team member, these team members only been there six months, so they're turning people over.
So that's gonna be something you need to consider on building a new team. So they dissected the numbers themselves, they dissected the processes. Um, we looked at existing team and culture. We looked at insurances. Participated versus accepted versus network. We looked at all those factors and then we looked at goodwill.
So if you're buying something, if you're thinking about buying a practice, ultimately that's what you're buying. You're buying me the seller anointing, you the buyer, as the greatest dentist on the planet and the person I've been searching for my entire career. And when you have all those things put together, you will not lose.
more than 10% of the patient base, and you should lose less than 5%. And anyone who tells you you're gonna expect to lose 20 or 30, they don't know how to do what they should know how to do. Don't listen to that advice.
Michael: Gotcha. Okay. That's really, really good advice. So then, mm-hmm. , you built three acquisitions.
So what was the, why not do a fourth one? Why'd you do a startup instead?
David: prove, I could prove I could take a startup to a million dollars in under 18 months, so that, that was. .
Michael: Oh man. So break that process down to us, like how did that happen?
David: Yeah. So, okay, so similar process. Go get a lender, get your pre-approval.
interesting enough. , your easiest lend is your first one, friends. So do that one, right? Every time you go back to a bank, yes, you, you have history, but you need to have really strong history. So in my sense, it worked out really great cause I had strong history, but in general, your first lend is easiest.
So start a practice. We looked at the same thing. What kind of dentistry do we want to. , what zip code codes will support that kind of dentistry? what kind of marketing plan are we gonna need? Because now they're not butts and seats from day one. We've gotta build butts and seats. And, and then how do we build the right lean team to open the doors with?
And how do we build the right le um, have the right lean, build? . So we didn't build a space that was too big. and we're paying for things that we don't really need. There's, there's lots of myths out there. Like, oh, build it for like six ops. No, do not do that. build lean and mean. You can move, you can expand.
worry about being locked in a space that's too small. That will be the best problem you'll ever have. so simple things that work and are repeatable Gotcha.
Michael: Halene and mean.
David: We did four ops. we plumbed all four, but we had only three outfitted. One as a main restorative op, one as a hygiene op, and one is sort of an overflow that you could use either way now.
I'm gonna caveat this. So imagine that I'm in a community that knows me already, so I had an advantage over you. Somebody who's doing a startup and no one knows you. Mm-hmm. . If I'm doing a startup and no one knows you, do not. Don't plan on having a hygienist for like six to eight months. Like go in as dentist, have an assistant who can also answer phones.
And then as soon as you can warrant adding somebody, add someone at the front desk. So you have front desk assistant dentist, and last, and not least add hygiene, but, I went and lean with, a trio. I'm gonna say most of you'll go and lean with the trio and, unplug hygiene.
Michael: Hmm. Okay.
That's really, really good. And then mm-hmm. , what was your marketing
David: plan? marketing for us, we had an advantage. One of my really great friends owns an ad agency that deals with outside of dental industry, so n f l, like big time folks. Hmm. But they took us on, out of friendship and then we targeted procedures and demographics of people that we knew would mix.
So we went urban with the. We knew we were gonna target essentially millennials as our patient. So what are procedures that we knew they wanted and what are factors we knew they wanted? So convenience was number one. Technology was gonna be number two, services like, know, Invisalign and things that people in a demographic whitening would want would be number three.
And then we just built everything from that core sort of found.
Michael: roughly monthly. How many new patients were you getting? 40. 40. Wow. Okay. So then today, where do you see it go wrong? Where do you see, like, where people are like, I'm trying to do all these Facebook. I don't know. You know what I mean? Like a bunch of stuff.
Where do you see it go wrong?
David: Oh, lots of places. So people don't, um, it goes wrong when you don't do your home. it goes wrong when you emotionally attach yourself to a location, and say, boy, I really want to be here, but you haven't studied to see, can that support you? One, are there enough patients per capita Two, are they the right patients for the style of practice you want to build?
that's one piece. Another piece is, investing in, in lease space or ownership. I would tell you if you're doing a startup, Nine out of 10 times you should lease not own. you wanna lower your, cashflow out. Cuz again, this, this is a cashflow game too. So the faster you can get the positive net, the better.
So most often that's leasing a space. Hire someone to negotiate for you. Uh, you would be shocked at the um, negotiation leverage you have when you get somebody in the game who understands how to beat a landlord. if you're thinking of doing a startup in the next year, the a n u, this could possibly be the best time to do a startup in the last 15 years.
so Awesome. So, you know, side then size of space, don't overbuild. I think a lot of people overbuild and then I think a lot of people over dentally, tech out get foundational pieces of technology that really, really matter. outfit your primary room to do all the things you want it to do, and then everything else is kind of nice to have.
If it fits in your budget, I would rather you spend way more money on your marketing, than outfit three rooms, Mac, daddy them. You can always come back and invest in, uh, more equipment. So I think those are the big ones. Okay. If it's me and what I'm seeing out there,
Michael: is a good, like, rule of thumb when it comes to, cuz it, you know, you hear that a lot, like, invest as much as you can in your marketing.
What's a good, like percentage wise when you're, when you're looking at
David: that man, it, it's, it's, honestly, it's hard to say. I'm gonna say the average startup today is 700 grand. So if you said you're spend. Oh God, 10% of that, 15% of that on marketing. That's, that's, that's probably a healthy budget.
I think it's easy for people to go, it's easy for people to underspend and then wonder, why am I only getting a couple patients? Cause there's, you know, you know, from what you do, there's like a critical mass number and you have to, you have to hit that threshold in order to cross over the other side. So I would say minimum 10, 15% of that load you.
Michael: Okay. It's interesting. I feel like, do you think some people look at the unicorn who like, oh, I opened up where I wanted to, did what I wanted to, did all this. And then they're like, I throw money at you, like, tell me how to do it. You know what I mean? Kind of thing. Do you think that's kind of like, I guess like common instead of, all right, we should sit down and do our due diligence here and this is not gonna work out.
David: Yeah, I think that's, um, unfortunately. , it's, uh, you know, social media. There's a blessing and a curse to it. The blessing is we meet people and we, we can learn some best practices. The curse, the downside to it is we're really like tiptoeing in somebody else's water and everybody's circumstances are different.
So I think, yes, unfortunately probably eight out of 10 people look at the unicorn and say, well, I'm just gonna do it that way, and that way might not be the way at all there. There needs to be process. this should be a zero emotion and a 100% logic driven process for everybody who's gonna do it.
Cause the feel good goes away the moment the bills start coming in and the revenue doesn't.
Michael: Yeah. Yeah. Cuz I feel like I get, I hear that a lot, David, where it's like, oh man, I just needed my own place to do a startup. This is my own brand. Finally I can do what I want. You know what I mean? And there's a lot of emotion and I guess emotion kind of sells, but like, is that, is that wrong?
David: I'm just gonna say that I, and I'm you, anyone who's watching me, like, I'm not an absolute guy. I'm like, life's gray in the middle. But if you're making your choice on emotion yes. That is in, in that situation, it's 100% not the right way to do it. There are instances where you're gonna wanna start up and then there are instances you're absolutely not gonna wanna start up.
You're better off buying a practice. And then there are instances you might be better off staying an associate a little while longer to bank more cash and wait for the right opportunity to open up. it's e it's easy as a young dentist to think, man, I'm not moving fast enough cuz I'm watching all these people sprint.
I think what, what we don't see is all the behind the scenes stuff. Like it's easy to take a snapshot of my life today and be like, wow, that looks really great. But I'm here to tell you, like for every good thing that's happened, there's been like a hundred bad things, . that's just not what we talk about on social media all the time.
We don't talk about the work and the stress and the days. I would close the door and be like, you know what? I'm not paying myself today. I'm gonna pay my bills. I'm gonna pay my team, and then I'm gonna try to figure out how I'm going to. and like I had those times just like everybody else had those times.
So, you know, if you're thinking about this process, like really sit back, get with the small, and I mean small, like three to five people, mentors, stops and start listening deeply to their lessons and not this wide swath of people. Cuz you're gonna get a hundred different answers from a hundred different people.
Yeah.
Michael: So then what would be. Where you're, somebody's telling you, let's just say like, all these people are. I, I think I've heard it somewhere where they're like, undercover mentor, right? Where you don't know that, David, you're my mentor, but I've been listening to your stuff, watching your po, you know what I mean?
Kind of thing. So it's like, all right, I'm listening to David. And now what would you say to be like, Yeah, you do need a startup. You do need to do a startup. Yeah. What, what would be the, okay. , the
David: okay for it is, the first thing I would do is I would look in an area and I would say, okay, where do I want to be?
So here's where I want to be. Then I would say, what are the li where are the realistic opportunities in like those three zip codes? Can I acquire a practice in those three zip codes for a reason, like a fair value? yes. Or. yes. I'm here to tell you buy the practice, don't start one. unless you're looking at a group of dentists who've been there, who are already, really enjoying life.
So if you went into where I, my first practice where I started and you talked to my partner, my former partner, mark and Laura, and, and you wanted to compete, you could do a startup in their neighborhood. because they're already getting 60 new patients a month like clockwork. Everything's good. They don't have to worry about it.
So if you want to come in and do some marketing, like they're like, ah, come in my neighborhood and do some marketing. Now, if you wanted to do a startup in a neighborhood where there's six people who are just like you and everybody's hungry and everybody's trying to build, and maybe it's people that are, uh, two, three years ahead of you, so they have some systems in place, that is not the place to start up.
You're gonna get buried. , no matter how good you think you are. Mm-hmm. . so I think always look at not just the patient demographics, but the dentist demographics. And if the dentist demographics are people who are on autopilot and you wanna do a startup, go for it. If they're really, really new and they're not doing a lot of things, well go for it.
But boy, if they're in the middle and they're hungry and they do a lot of things right, that's not the place to do a startup. Don't do it.
Michael: Okay. Any like specific place? Like are you thinking of like Frisco or California? Doesn't matter. Doesn't matter. Okay. Doesn't matter.
David: Yeah, just any place where there's a population.
Population of people. so it doesn't, I mean, Buffalo, New York, I can, if you wanted to be in Buffalo or some suburb, I could tell you do not go to East Amherst. , do not go to Orchard Park. You wanna be in Buffalo proper, you wanna be in Lancaster to Pew, you wanna be um, in Lockport. All those places are opportunity.
But if you go to one of the three places where all the Beth dentists who are really hungry are, it's gonna be a tough haul uphill.
Michael: Yeah. So then that's like the strategy. But when it comes to like, I guess cuz you said to ignore the emotion, right? To, so yeah. Let's ignore the part where it's like, oh, I just want to do my own startup.
Yeah. When would it be okay then, or how do you know if it's like, I'm just being impatient, I need to find a better associate, uh, ship, or I need to find an acquisition. You know what I mean? Like when is it the okay to be, like, is it just when you're doing research and you're like, I feel like owning a business or, or how does that work?
Yeah.
David: I think when you are ready, like when you wake up in the morning, you think I'm ready to be a practice owner, then you should Go for it as a practice owner. But I think then you need to look at what's the best path for ownership for me. Mm-hmm. . and you should be patient enough to know that, like getting in the right relationship in life, like you might find Mr.
Miss, him, her wonderful when you're not looking. So it might not be today, it might be three months, six months, or a year from today. So it own that. You wanna own, that's amazing. But don't take a bad opportunity in a rush if it takes you eight months, 10 months, a year to get exactly what you want. It's worth the weight.
Michael: Gotcha. Okay. And then why is this the best time in past 15 years to do it?
David: So there's gonna be this little thing called the recession hitting the world. not if it's when, and it's how intensely. The great news is dentistry, like it is pandemic proof, it's recession proof. We've already been through multiple recessions.
Dentistry does really, really well. So here's the win. , you're going to be successful because you're still going to do dentistry, despite the economy. The wins are, you're gonna be able to negotiate with landlords much better because that's, uh, a business world that doesn't do well in recession. People stop paying rents.
Mm-hmm. . So now you, you're a really good tenant, or if you wanna buy a piece of property, property values are gonna dip 10, 15, 20%. So you're gonna buy for less. Equipment. Now you're not gonna go to, any major equipment company and get like a 30% off deal, but you are gonna get a deal and you're gonna get a lot of perks.
You're also gonna be able to get your equipment a whole lot faster. So maybe it took me eight, nine months to get my equipment and it takes you six, which gives you time. To get to your startup factor, like you've made the decision, you're doing it, you've done all your homework. Now your goal is to get the doors open as quickly as possible.
Cuz then time is money. So, real estate's gonna be a better buy. Equipment's gonna be a better buy. Supplies will be a better buy. And you're gonna do the same level of dentistry you would've done, uh, economy booming or economy just doing okay. So you're in that buy low sell high kind of place and, and realistically, you know, just two years.
you already have an asset that's probably worth, you know, 1.5 to two times x. And that's doesn't happen very often in that chart of a span kind. That's
Michael: good. I like that. So then if we were one a little bit, your three acquisitions in one startup, you let that go when?
David: life and timing. Seven months pre covid.
Michael: Okay. So pre covid life and ti. ,
David: it was part of an eight year plan. so yeah, I'm a, I'm a planning nut, so I had an eight year plan, where I, I love doing dentistry. I continue to do dentistry, but what I knew is Ignite was gonna take me to a different kind of business. And, it allows me to reach and work with young dentist.
all the time, which I love even more than doing dentistry full-time. And the other part for me, from like a life and a vision standpoint, it is, it gave me total mobility. So my wife and I wanted to live someplace where the sun shined every day. My dental practice was in a place where it's fine, like 20 days a year.
So , you know, ignite allowed us to move and take our, like our next life. earlier than it would've otherwise had I stayed a dentist full-time. So our practice needs its leaders there full-time. I get to go back and do all the things I do clinically and um, tech-wise, I get to build content there, which is amazing.
And then, um, I get to go, you know, be with my wife in Florida the rest of the time, which is, you know, that's our sort of perfect life design. Mm-hmm. ,
Michael: that's how you created it, right? Yeah. Towards the. Man. So you planned that out like that. Interesting. Okay, man. Mm-hmm. . So then I wanted to ask you, um, throughout your process of your acquisitions, also your, your startup and everything like that.
Sure. And what you've been seeing lately, what have been some of the best companies to work with, and then some of the worst ones.
David: So I'll caveat this with I'm different than many dentists where I believe that loyalty really. So I'm a Patterson guy. Mm-hmm. , and I've been for 29 years now.
That doesn't mean if you went to work with Shine or Benko or somebody else, that that's bad. That's not bad. Um, but my relationship started with Patterson years and years ago. They've been amazing to me. We've worked together with every single thing I've ever done, and it's been a craziest success. So if you don't know who to go to, I highly recommend that.
If you say, man, I work with Scheiner Benko and they're doing right by me. , stay with them, be super loyal to them. that's been, uh, I think a life premise. I do that with flights and hotels and everything, like loyalty pays big time. So I like Patterson. if I'm you guys and I'm talking like startups or first practice, one of my favorite people in dentistry, his name is Jonathan.
I love Jonathan. He's, he's integrity through the roof. He's got a banker's background, but he literally has devoted his whole life to, your first practice, whether it's an acquisition or a startup. And I love, love, love that cuz he has no vested interest in which one you choose. It just needs to be the right one for you.
That's like solid objective information. . he's tremendous. I'm a B of a guy. I also like provide, I think they're, they're also a very good lender. So I, I work with, uh, young docs on both of those lens all the time. I don't have no skin in the game. I just know that they both can deliver. sometimes one's better than the other just based on timing and, and offers they have. And sometimes it's just likability. Like, here's a couple good people. Pick who you wanna work with. Mm-hmm. , What spaces are you looking for
Michael: in, I guess gimme like from the processes of your startup, right? Where you're like, okay, we built it, but now after like one, two years, three years after it's up and running because like, let's just say for example, there's a.
So that, that leads to another question like, cuz you mentioned loyalty, right? When would it be okay to let that loyalty go? To be like, man, you screwed up way too many times. Like, these claims are, I can get 'em better done by somebody or I don't know. You know what I mean? yeah. And it's different now too, cuz of social media.
Like, you see everybody's saying they're the best, they're the, you know, contact this person and all these things. So Sure. Kinda like in that area.
David: Yeah, so that's, and that's a really good point. What I would recommend to all of you is you reassess every relationship you have every 90 days. So I'm not looking to make a move, but I am looking to make sure people are performing.
And that's on part of, that's on them, on on, on the other side of the relationship. But part of that's on me too, as an. You know, as the quote, c e o of my company and as a leader, is to define my expectations to all the people we work with and show them what a win is for you. Tell them, and, you know, when we work together, these are the things that matter most to me.
And then if you, every 90 days are circling up with them, they're either checking all those boxes or they're not. So for me, I, at 90 days, if somebody wasn't doing their job, I would say, Hey, remember when we promised? that these three or five things were really important, you were gonna do those things.
They'll say yes. You'll say, okay, so help me understand how we missed. I don't know, two out of the five. What are we gonna do about it? How do we fix that in between now and the next time we get together? And then if they fix it and it stays fixed, amazing. If they don't, then you know that's, you've given your best to the relationship.
They clearly look at it differently than you and. Then it's time to move on. Um, but I think like all relationships, when we communicate really, really well, here's what we need from you. And they say, here's what we need from you, and then we, we both work at delivering what we need. Then you'll find you'll have 10 year, 15 year, 20, 30 year relationships with people, and your life will go much more smoothly as a business owner in addition to costing you a lot less money.
Michael: I like that. So today still, David, do you re reassess it every 90 days or after like 10 years? You're like, we got it. We got, we're, we're
David: pretty cool. Mm-hmm. , we still do, we do it with every insurance. not with dental insurances, but like male practice, disability, life. Uh, we do it with our financial planners, in the office for the 401k and our profit sharing outside of the office.
For what we do alone, I do it with my C P A, we do it with our attorneys. and um, you know, it's, it was really cool when I was with the practice all the time and, and Mark and I were just partners together. We did it together. We brought everybody in and we round tabled it. We're like, okay, you're all on our team.
Cuz what's really interesting is sit down with the CPA and they're gonna give you, this advice, you know, over, you know, over in one cap. And then you sit down the financial planner and they might be in a totally different camp. No, no, no, no. That's a bad idea. Do this. But when we bring our cpay and our financial planner together, And it's not a, one versus the other.
It's more the goal is to win. So share why you c p a see it this way. Financial planners share why you see it this way? It's so cool to see people interact and say, you know what? Wow, I never really looked at that way. I get why you want to do that. So what if we did a little bit of this and then we did a little bit of that, and then we assessed what works best and then we'll do more of what works and less of what doesn't work.
Don't be afraid to take your external team and unite them in a room or a virtual room on a regular basis and have everybody talking to everybody. It's gonna make them feel really good because you're in this with them. It's not a transaction and you'll get really crazy better results when everybody communicates with everybody and people aren't butting heads all the time, you know, over turf.
Michael: So you do that every like quarter or every 90 days. Mm-hmm. you, you get everybody together and.
David: Yeah, that, and we, yeah. And I'll tell you pro-tip, when you're building out a space, do the same thing. We got our architect, our general contractor, Patterson as our distributor, who's gonna supply the equipment, all the subs, electric, plumbing, the whole nine yards.
We got 'em all together at, at a table, handed out a little information sheet, said, this is who y'all are. This is all your. . So we are gonna build this place together. And when you feel like somebody's holding you up, then let that person know along with us and we can hold everybody accountable in this process.
And our buildouts went much better that way than when we tried to do them not doing it that way.
Michael: I like that man. So you let the, you let them know, Hey, if you hold us up, everybody else is accountable kind of thing. .
David: Mm-hmm. . And you know, cuz you know, it's, it's, he said, she, she said, so if you're building a space out and, and you're, you're running behind, which happens too commonly in Buildouts.
Mm-hmm. , someone's gonna say, oh man, I couldn't come in and do my job cuz so and so didn't do theirs. Well, once you put everybody in a room and you hold them accountable to each other, then they, I can't blame if I'm a plumber. I can't blame the electrician cuz boy, we, we all know each other now. So if you had a problem with the electrician plumber, it was your. So let that person know and let us know there was a problem. So we knew what to expect.
Michael: Okay. I like that man. Okay. So we wanna reassess every relationship every 90 days, right? All together. Yeah, everybody. And then make sure we talk to everyone, let them know their roles, communicate and so forth. Okay.
Interesting. So, David, I know you, you do a lot now, I dunno if you're more busier now than you were when you had all the acquisition. So real quick, what's your area of e. .
David: I'm gonna say I'm a leadership and culture builder. That is, that is my, there are, there are things that I'm pretty darn good at, but that's what I'm pretty darn good at, that I really, really love and I'm a huge fan of.
So I work with young folks all the time on how to build that in their practice. And sometimes it's a personal thing. Most of the time it's a practice thing. when you really get it, you realize it's all the same. Mm-hmm. . So yeah, that's how I personally help people. And outside of that, I'm gonna say my superpower is just connecting you for the right people.
Big ocean out there. My job is just take the ocean, turn it into a pond, and then you as a, a young dock side, who in that pond you should play with. But at least we've weeded. , all the other fluff. Yeah,
Michael: everything else is unnecessary. So then what can a dentist do today to improve their, their marketing or their business?
David: First thing I would do is I would look at my internal systems. I'm a big fan of external marketing as well. I'm here to share with you if your internal systems aren't buttoned up. , um, you can reign in, you know, a hundred phone calls a day and you're not gonna convert mm-hmm. . So why spend the time, the energy and the dollars on that unless you have your internal systems buttoned up?
So I would work on that. I would work on my, my diagnostic skills, my treatment planning skills, and especially my communication skills from first phone call to passing the baton from one team member to the. To treatment plan and case acceptance to follow up. And if you master that process that you do all day every day as a team, you, you can't help but grow at least 20% in less than six months.
I mean, it's, it's hard not to grow that fast.
Michael: Yeah. So then look at, if, if you were to give us like a couple bullet points, like besides phones, right? Because like obviously if phones aren't converting, then we. You know, marketing is just being always what's, what are some internal systems that you've seen where people continue to miss it after year, two, year three, year four, and, and you have to go in there again and be like, keep an eye on this system or create a system for this.
What are some of those? Sure.
David: I'm gonna say low hanging fruit. people don't have assistant to. Patients for referrals. that's an easy one. you know who your best patients are, you probably want more of them and not just more of like the random person. So having a system for asking for referrals is a big one.
Having a system to, be up the case acceptance model from hygienist to dentist. Is another really, really easy one. So as a dentist, you should walk in a room and that patient should be primed. They should already have a, a firm grasp of everything you're gonna say. You and your hygienist should have a really nice system to communicate with each other before you walk in.
And then adding to that system how you share what you share over a patient's shelter. There's tons of data to show that your patients listen more to what they overhear than what they. . Um, and then the third one is system for accountability. And that is everybody does what they promised to do and I've seen so many dental practices fall off the ledge cuz everybody gets excited about something and then three months later, six months later, three years later, they're doing it.
Same darnt thing that they did in the beginning. So accountability is everything. Gotcha.
Michael: Okay. Interesting. Now these next couple questions are just to get into the head of someone who. Ran practices and startups, right. Acquisitions. But right now, what would you like to see more from a practice owner?
David: I would like to see more leadership.
this is gonna be a hard truth for some of you, but people don't leave jobs. They leave you. So if your team is walking out the door, they're leaving you. And I know you think it's about a dollar an hour or two bucks an hour, it's. . It's a good thing that we point to in today's world, but since the dawn of time, strong leaders build strong teams and strong teams stay cuz they're a part of something bigger.
Do you
Michael: ever feel like somebody ever comes to you and like, David, I'm trying to lead this, and then you're, you look at them, you talk to them, they're trying, but you're just like, you're just not a leader man. Like you're not meant for this role. Has that ever.
David: It, it happens a lot. And I, you know, I don't blame anyone when that happens because unless you have invested more time and energy in learning to be a leader, it's, you know, it's inherent in some people.
Some people are natural born leaders, but most people learn leadership as a skillset, just like they learn everything else. So I think what happens is, whether it's social media or parents or you read a book, you, you think you're taking these great lessons and bringing them to the table. somebody's hearing a totally different message than what you are verbalizing or even better what you're showing them, right?
Mm-hmm. , who you are is different than who you're speaking to them, so the connection is getting lost. So if you feel like this isn't going perfectly well, you know, spend some time to learn to be a leader. It's just like wrapping a tooth. You have to be taught.
Michael: Anything you recommend? Like, cuz you mentioned that and I'm like, oh dang.
I do that sometimes. Like I'll read a bucket and I'm like, we're doing this and then a year from now I'm like, what happened to that? We, we should have done that Right. Kind of thing. So what would you recommend where we go to get taught?
David: Yeah. So first I'm gonna say read all the books. That's, that's always a good thing.
Listen to all the podcasts, that's always a good thing. But look at that as like very 1 0 1 information. Mm-hmm. And then I'm gonna say, take a deep dive in leadership with somebody. So, Sandy Paru, great example. Like somebody who knows how to teach leadership. something I do a lot, I teach leadership a ton, um, to young d dentists.
there's probably 10 people I could name that, you know, if, if you guys wanna follow up with me, I'll give you all 10. Like, I doesn't matter to me. There's, there's like so much work out there for all of us. It's not a thing. So I'm happy to share all the people that I think are really, really good.
But find somebody. that you, you really trust what they say. Check on them, right? Check to see who else thinks they're really darn good at what they do, and then go all in and stop dabbling and stop listening to people in a Facebook group, including our Facebook group, right? Listen only to that person.
That's how you're gonna succeed. Mixed messages. It's just noise and it's a diversion from us succeeding quickly.
Michael: Yeah, a hundred percent, man. I agree. So then right now, What do you hate about dentistry or dislike ?
David: the blessing and the curse of social media. I hate social media and, and I, and I share that with all of you telling you that I built Ignite TDS on social media, right?
right? Mm-hmm. , we reach a million people a month. We built our entire company on social media, but I still, the problem is most of social media today is affirmation and it is not information. Mm-hmm. , it's people going to comm. and, um, it's not all groups, but certain groups who've got some significant popularity.
listen, they're Dan Kennedy marketing trained. They're har, they're honing in on three pain points that they know you have. And if you just pay attention, there might be 20 posts a day, seven days a week. But over the course of six months, they all say three things. They all harp on the fact that student loan debt is.
and shame on dental schools, they harp on insurance companies are awful. Shame on insurance companies for paying you less. there's a few others out there, but, um, I don't like that. I don't like people who, who position themselves to generate business out of fear. It works. I get it. But I, that's my biggest dislike in dentistry today.
Michael: Ah, when you were mentioning that, I, I started thinking of because, you know, we're all part of a lot of Facebook groups. Interesting. Yeah. No, no. I, I agree a hundred percent. Like, so then what would you, I guess, what would you like to see change from that? Just completely stop that or,
David: in, in a perfect world, like, yeah, I'd like people to just stop, but that's not gonna happen.
So what, so what I would like, honestly, a realistic world is each of us. As a, uh, social media user go in with both eyes wide open, and even in those groups where there are things like that, that I dislike, there's really good information, so don't throw it all out. Just go in and realize when somebody says this, they're saying it for a reason.
They're pushing you to an end. if that end game is your perfect end game, listen, if that is not your perfect end game and it's challenging your beliefs and where you wanna go and making you feel like um, you can't get there, then you need to minimize your exposure to it. Cause it repetition will get you and eventually wear you down and make you feel like you can't.
And, and I'm here to tell you, dentistry is still today one of the greatest professions where everything is possible. So you want to go be a fee for service dentist. I can teach you how to do that and make a lot of money. You want to be a P P O dentist. Um, better people than me can teach you how to do that and make a lot of money.
You wanna be a Medicaid dentist. Different people than me can teach you how to do that and make a lot of money. My job is to just help you in the lane if you're in my lane, and then get you to somebody who's in a different lane if you wanna be in a different lane.
Michael: Yeah, man. And I like that man affirmation and that information.
You're right, there's a lot of. , we used to be information overload. Now it's just opinion overload. Totally. Like everybody has an opinion for everything and states it as a fact. You know what I mean? Yeah. Everybody's
David: an expert. Like, and that, that's what I mean. If, if I literally, if I owned one, and in fact even if I owned my four practices and I didn't study practice models and work in like 50 practices a year, times the last 25 years. my information would be purely opinion and would mean nothing to you. So when somebody says, do these 10 things, how many times have they done it? How many different ways have they done it? If it's under 20, stop listening. It's irrelevant.
Michael: Yeah. If it's not applicable. Do you think it's more like, cuz like, oh, we're in the same boat.
I have like that common ground, like we're both just started up kind of thing, right? Yeah.
David: So they. Yeah, I, and, and there's value in that. So there's value in knowing that we're all in this together and that we're not alone. w Edwards Deming, who's probably the greatest economist America has ever seen, but certainly a top three, if you don't know him, study him.
94% of our successes in our systems, I can't build a good system. One shot. I have to have multiple shots over time. I can't have success over six months. I have to have success over time, um, over changing markets, over changing demographics. That's really where things matter. So listen to everybody but understand what that information means and, and the limitations of the information.
Michael: Gotcha. Okay. And then one of the last questions is right now, what do you love about dentist?
David: Everything, dentistry. Pound for pound dentistry is still the greatest opportunity out there for you. So your degree buys you, ownership and multiple facets. One location, two locations, a thousand locations. It's all doable. There's a model for each and a, and a playbook for each. You can be an education, you can never own anything and go to work for someone and do really, really well. If you wanna be nine to five and go. , you can not do any clinical dentistry at all and work on the industry side. So many opportunities there.
And if you want to be a part of the whole like influencer space, do it wisely. But there's a whole world to do there. So I love that dentistry affords all of us so many avenues to succeed and we get to pick the way we wanna do it. There's no one right way. There's, there's several right ways to succeed in all of those different avenue.
Mm.
Michael: I like that, man. Awesome. David, thank you so much for being with us. But before we say goodbye, can you tell our listeners where they can find you? Sure.
David: find me where it's easiest for you. So if you're on Instagram at Ignite, d d s, if you're on Facebook, we, we have a group, at Ignite, d d s insiders, or you'll see me in any of the number of groups.
I try my best to, you know, pick like eight of 'em and, and chime in. My email is my name. It's David dot Rice. At Ignite dds.com. Um, and obviously you're welcome to come to ignite dds.com and you can come there, register for free, or just come and learn. So, you know, go where it's easiest for you to go and, and, and, and reach out.
Seriously, like Dennis, she's been really amazing to me and my whole mission in life is to help it be more amazing for you.
Michael: So guys, that's all gonna be in the show notes below, and David, thank you for being with us. It's been a pleasure and we're here from you soon, bud. Thanks man.
In this episode, Jasmine Smith, from Versa Solutions, breaks down 5 actionable tips that we can use to ensure a smooth insurance relationship.
- Get Credentialed - Yes, credentialing can be tricky, and it may be temping to bill under your name instead of the associate performing the treatment, but don't do it! This results in a messy claim and can be a red flag for future audits.
- Sign up for EFTs - Electronic Funds Transfer methods allow payments to be easily processed and can eliminate the travel time and restrictions of physical delivery.
- Verify Benefit Eligibility - Always double check a patient's benefit eligibility. Even though they might say they are covered, making sure can avoid future disappointment.
- Document Everything - The more documentation on procedures the better! Always keep good notes to avoid claim denial.
- Review AR Weekly - Be sure to review your Accounts Receivable balance at least once per week. If this is close to zero, meaning no money is owed, your account is in a good place!
You can reach out to Jasmine Smith here:
Instagram: @versasolutionsinc
Other Mentions and Links:
CAQH Credentialing Service (ADA)
Practice by Numbers
Weave
Dental Intel
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
SCHEDULE A FREE DEMO TODAY!
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Thank you for supporting the podcast by checking out our sponsors!
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Jasmine, so talk to us about medical and dental billing. How can we utilize this, or what advice or suggestions can you give us that will help us with doing medical and dental billing?
Jasmine: Right. So Michael, my experience as a, billing company owner, uh, involves mostly helping practice owners get to the bottom of their slow insurance and patient collections, and not only implement systems, um, to help achieve faster cash flow, but actually keep those systems running smoothly for them.
So, We put the work in and do all of the work, . So, um, we help all kinds of specialties, practice management softwares, practice types, whether they're fee for service, p o, Medicaid. So we've seen it all, done it all. but the common denominator I noticed between all of these practices, it's staffing issues.
It seems like everybody's having an issue with that right now. Mm-hmm. . So you can't keep your biller who or your office manager who's gonna make sure your claims go out, who's collecting from the patients. Who's sending statements and making follow up calls to the patients about their bills. Um, 1, 2, 3 years go by and you realize you've only gotten paid six to 7 cents of the dollar that you've actually worked for.
So the other side of the staffing issues is, um, hiring someone who has good intentions, and they believe they know the ins and outs of dental billing, but they really don't, and they can create some costly mistakes for their practice. So, If as the practice owner, you're not auditing the work, things can pile up really quickly.
So we've seen that happen as well. But I'm here because I wanna share five tips that every practice owner should implement that I wish everybody knew about. So the first one is get credentialed. I heard on one of your other podcasts of someone, um, really going into this point, going into depth.
That was great. Don't go off and hire an associate. Allow them to treat patients in your office and then bill under your name as the treating dentist. That's not a clean claim. That's an easy way to flag an audit with the insurance company because, um, if you're attaching your narrative for, you know, a procedure whose name is at the bottom, whose name is signed at the bottom of that narrative.
So, um, and if you accidentally. A batch of claims with, you know, your associate on them and you get it back and it's out of network or, you know, um, there's a denial. Then you wanna send a batch of, corrected claims with your name on it. That may cause suspicion as well. the a d a has a pre credentialing service, C A Q H, so that's a great, um, tool to use to get credentialed applications.
Second one is sign up for as many EFTs as possible. We've seen a claim go out same day as the date of service, and then you get paid the very next day. We've seen these bank accounts get funded the very next day after you see the patient. So that's very, very quick. Um, a lot of the insurance companies are getting crafty with insurance, credit card payments or v c virtual credit card.
Um, that's when they send you like, Hey, here's a credit card. You can process your credit card machine, for payment for this, you know, procedure. Um, but you actually. , charged a lot of fees with your merchant service. Mm-hmm. , if you do a annual, you know, credit card mm-hmm. , transaction, so there's no charge to receive EFTs from an insurance carrier.
Um, and then, you know, when disaster strikes in an area which we've seen, there's been hurricanes lately. Um, the mail stops, that's tens of thousands of dollars that's waiting To get to you. So, you know, imagine if you just had that direct deposit and you can access it immediately and do what you need to do.
Also, the paperwork of getting paper claims and checks all the time. It's just a bummer, . So, uh, my third tip. Is to verify. Uh, when a patient comes in and hands you an insurance card, you really need to verify the eligibility and benefits. You can't just take their word for it, that they have coverage and everything's covered. don't bill blindly don't update the benefits in the system by blindly, uh, yeah, it's the patient's job to know their benefits, but I assure you less than 10%, maybe even 5% of people actually know their benefits. , they're still gonna be upset when they have to pay that 25 dollar deductible that you didn't tell them about.
So just find out beforehand. What their insurance is all about, who you're billing, even before they're seen. And if you can't do that, if you just have no time, outsource it. There's many companies that do this. Um, and my fourth tip is documentation. I also heard another one of your podcasts or someone really, um, honed in on this point.
not only do x-ray. Need to justify a procedure being completed, but the clinical narrative needs to paint the picture as well. So, for example, we usually see the most denials with crowns and buildups. then we see the narrative template and we're like, oh, that's why , because the insurance carriers want to see whether it's an initial. Or replacement with the prior placement date? Was it a fracture? They need the location of the fracture. I've seen sometimes they were asking for the length and depth of the fracture. was it a fail amalgam restoration, recurrent decay? How much of the tooth had decayed before removal? How much of the tooth was remaining before the buildup?
Just so much needs to be in the narrative for processing, and that will make sure that you. Your payment quicker, and if you have a denial, it would be far and few in between. And then my fifth point is with patient billing. Um, we offer a service for patient billing with our company. So we've seen it all in this area as well.
Um, at the very least, you should review your new accounts on your AR on a weekly basis. So these are. Accounts, ideally that you know insurance has paid, um, and you need to review the ending balance. Every pr uh, practice management software really has a easy way for you to check this. and then you can send your statements out immediately after you re you reviewed the account.
what we do is make notes on the account, just showing us where the balance is coming from. And when the patient does call, we can just locate our note and explain where the balance is coming from really easily and quickly. Um, and then when you make a rule, stick with it. Like, if you deem contacting the patients three times is enough, maybe statement, call statement, write the balance off or send them to collections.
Don't let the balance linger. That's how your ar will increase over time. So just take action, you know, make some rules, set a system up with your staff and, um, your AR would, you know, look pretty clean. If your patients overpay you, this is the other hand of it, pay them back. Um, keep your AR as close to zero as possible.
So not too many credits, not too many debits. Let's just, you know, keep it close to zero, which is what we try to do with our company as.
Michael: nice, Jasmine, I appreciate that. Out of these five, I, I kind of wanna rewind a little bit. When you mentioned, um, the number two sign up for as many EFTs you said Yeah.
As possible. Okay. Can that ever backfire or no?
Jasmine: Um, I've not seen it backfire. Only when there is a recoupment that needs to happen. you know, patient. Plan actually terminated, but the insurance paid the office, they'll just take it out of the next payment. So you really have no control over that.
Usually if you get paper checks, they'll ask for the money back in another check. So you really have no control over that. But you know, they'll take it out of something anyway, . Gotcha.
Michael: Okay. Do you guys do medical billing too?
Jasmine: Um, we send medical claims for some of our oral surgery offices, when needed, but we don't really dive into the medical billing part of it with the coding and I c D 10.
Michael: Gotcha, gotcha. So then where do you see out of these five tips, like people mainly have the
Jasmine: most hiccup. most hiccups is probably the verification. Um, there are so many claims that go denied or rejected because the verification wasn't done in the beginning. probably second one would be the credentialing
Mm-hmm. , um, hiring an associate and not putting them on the claim. It's just kind of, I see that a lot. I know it's a headache trying to credential all of your new, employees, especially if, um, you're going out of network anyway. but it's just good to put them on the claim form. And then documentation would probably be number three.
why
Michael: documentation, like what is not
Jasmine: enough detail or not enough detail? Um, some doctors have their assistance right in the details of the narratives, and maybe they're not just, they're not trained enough or not enough was communicated with them. Um, but yeah, I, I would recommend, you know, at the end of the day, just review all of your notes.
Make sure. It's completely, filled out to the brim . Yeah. Too much information is good. Um, especially when trying to get these claims paid the first time. You don't wanna have it denied and come back and wait another 30 days for that to process. So. .
Michael: Yeah. Because I feel like that can be a headache, especially when you get a lot of denied claims.
I mean, you're on the phone, you're at the front office, you're getting another denied claim. You know, you're, you're dealing with that and people are coming in calling and all these things. Right? So it can be tough. I like what you mentioned when you said make a rule, stick with it to you.
From the many practices that work with you guys, what have you seen to be like a really fantastic role when it comes to this?
Jasmine: So we, uh, contact patients six times, right? So that's our role as our billing company. If we contact the patients, we we're probably sending three statements, making three follow-up phone calls.
that's our role. We stick with it. The offices tend to agree that yeah, that's a good amount of times to contact a patient about their bill. If they're not paying by then, then you know, how many other times do it. So, That's the rule, and that's good. It, when we're done with it, we exhaust all attempts.
Patient either gets sent to collections or if the balance is too low, it's written off. Lots of notes are written on the, um, on the account. Popup notes are created, so before the office or the patient even comes in, they have to pay the bill. So it's smooth. It, it works. . I think that's a, that's a good rule.
Sometimes they're like, did we contact them enough? I mean, we sent one statement. We, we called them, they said they'd pay it, but they never did call four more times. . Mm-hmm. . That's the rule. And then if they don't, then send it to collection. So, yeah. The amount of times of contacting a patient I think is a good rule to.
Michael: Do you ever recommend like texting or emailing them or
Jasmine: no? Yes. Um, now, in this day and age, take advantage of as many resources as you can. A lot of dentists have, dental intel. They have a payments feature. Practice by numbers also has a great payments feature. Um, I know we use our offices, if they have Weave, we'll use that on behalf of their office to text, you know, um, the patients and send 'em their bills.
So, take advantage of, of that mailing statements is, gonna be a thing of the past
Michael: now. Yeah. So then would you recommend, is that part of the six? So like, would it be like, . Then number two would be like text and th like that, or,
Jasmine: yeah, yeah. Usually you can send an email and a text at the same time.
That'll count as one contact, and then we'll follow up with a phone call and then send another email, text, um, we call, because we wanna make sure they're actually receiving their invoices. and if that method isn't working, we change it up, you know, especially if the patient's older, they probably need a mailed statement, so we'll, we'll change it up for them and send 'em a mailed state.
Michael: Okay. Awesome. Any final piece of advice you wanna give to our listeners about medical and dental billing?
Jasmine: stick with the pros. If you can't, um, do it or you feel overwhelmed with it, with your office, you don't have to worry. You know, you can outsource it. It's often cheaper than hiring a billing coordinator for your practice, um, or care than, you know, training someone to, um, do everything correctly.
Hire, outsource it. If you can't, like I did, like I said with the verifications, we don't do verifications, but a lot of our offices outsource that and they see much more collections in a lower AR because of it. so yeah, don't be afraid to ask for help .
Michael: Awesome, Jasmine, I appreciate your time and if anyone has further questions, you can definitely find her in the Dental Marketer Society Facebook or where can they reach
Jasmine: out to you?
Um, our website is www.versussolutionsinc.com. Uh, also on Facebook, Instagram, LinkedIn, Twitter, , everything there. So, um, yeah, feel free to reach out. We're everywhere.
Michael: All right. That's gonna be in the show notes below. And Jasmine, thank you for being with me on this Monday morning marketing episode.
Jasmine: Thank you.
This Episode is Sponsored By:
CARESTACK | Cloud-Based Dental Software
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Guest: Megan Morrison
Practice Name: Market Ridge Dental
Check out Megan's Media:
Instagram: @marketridgedental
Other Mentions and Links:
Wells Fargo
MedTech
Practice Real Estate
HEB - Grocery
Invisalign
Anno
Sims
DentalPost
Indeed
Netflix
Ideal Practices
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Great team culture is key. Patients can tell if there is tension between members!
- Sometimes growing slow and steady is the right path if it means good work life balance.
- Minimizing waiting time in the lobby and greeting patients with a smile goes a long way.
- Sometimes you're more of a therapist than a dentist. Help patients feel more comfortable by overcoming their dental fears.
- You will never feel 100% ready. Sometimes you just have to take the leap!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Megan, how's it going?
Megan: It's going great. Thanks for having me today. Excited to be talking to you. No, thank
Michael: you for, did you just get off were you just finished right now with your last patient or it's been a
Megan: while or, I did.
I finished up about five and rushed home and did something with my hair and here we are. Was
Michael: it a busy day today, ?
Megan: It was a busy day, which is a good thing as a startup. So yes, thankfully it was busy.
Michael: how long have you been open for it with your startup?
Megan: Yep. We have been open for a year and a half, so we opened in May of 2021,
Michael: man.
Okay, so rewind a little bit. Yeah. Tell us a little bit about your past, your present, and how'd you get to where you are today?
Megan: Yep. So I did dental school in Dallas. So I graduated in 2017. I practiced once, I graduated in Dallas as an associate for, a couple years, two or three years. And then my parents had moved to San Antonio.
So that, that had always been the long-term goal was actually for my mom during my practice. So once they were in San Antonio, we knew that's where we had to be. So me and my husband moved. where I associated here for about a year and a half, and then Covid hit. So I decided when we were all off during that six weeks, what better time than now to start planning and, and getting the startup going.
So that's what I did. I, I spent that six weeks planning and thinking about what kind of practice I wanted to have, what I want him to do. And a year later
Michael: we were open. Okay. So you, yeah. We'll rewind a little bit more. Okay. You said you wanted to move into, San Antonio, cuz that's where your parents, Yeah,
Megan: so my parents, they had moved here four or five years before I did. So I'm from Amarillo, so they were in Amarillo. My dad has a cousin that lives here in San Antonio and they do all their hunting and fishing and all their guy stuff together. So, they moved down here so that they could do all that stuff together.
But my mom, she had started working in dental offices about the time that I started dental school, so that was always the plan for her to run my practice. Mm-hmm. . So I had to get where they.
Michael: she like a, a ma, like a consultant or something, or? No, she's just,
Megan: no, so she just, she's my front office.
So she runs, she's my front desk, everything. She does all my insurance. She answers the calls. She's my reception, my office manager, my bookkeeper, she does everything. CPA also. But, she, she runs my office. So she started working, doing the same thing in other offices about the same time I started dental.
Michael: Wow, that's really cool. Yeah. Okay. That's nice. It's, I thought you were from like, because you said you're in San Antonio, you've only been there for three years. I thought you weren't from Texas, so you should know where and everything is at cause. Okay,
Megan: so South Texas is a whole other country, man.
It's up in the Panhandle's, a whole other country by itself, so it's That's true. I'm
Michael: still learning, but yeah. Yeah, that's true. That's true. Okay, so then San Antonio, Dallas area. Yeah. You didn't wanna open your practice in Dallas?
Megan: No, I didn't. I enjoy living there. I think Dallas is a really fun place to be.
But it is super saturated. I mean, I wouldn't say here is too much better. But the most important thing to me was to be being your family. So that was definitely, that outweighed being in Dallas where I, I probably like Dallas a little bit better than I like San Antonio. But being near my family and having my mom to lean on and help me run the practice was a lot more important.
Michael: Okay. What did you learn in your associateship while you were only an associate for like one year, right? You said?
Megan: No, so I graduated in 2017, so Oh, okay. I've been outta school for five or six years now, so, I associated up until the last year and a half. But I assume your question was what did I learn in my associate positions?
Is that what your question was? How many
Michael: associate positions did you.
Megan: Let's see. I had two in Dallas, one that only lasted a year, and then one I stayed in up until I moved, and then one here in San Antonio. So three altogether, the one that only
Michael: lasted a year.
Megan: Why? Yeah. So that one it was, Private practice ish.
So he had three different practices. he run it more like a dsso. And I think any, any associate who's been in that position kind of knows how that goes. But I, I think for me, in that particular office, kind of what made me wanna leave it was it was a newer office and it was just really, really slow.
So I didn't feel like there was opportunity for growth there for me. I was sitting there seeing maybe one patient a day. It was really boring. And I just didn't have the opportunity to practice my skills and have that growth. And so I, I found something, something. .
Michael: Okay. And so in your associateships, what systems Yeah.
Or things did you learn that you're like, I'm gonna take this into my practice. And then what stuff did you, I guess, learn where you're like, I never, ever wanna do this with my team or my
Megan: practice? Yeah, yeah. So my second job, was in Lewisville. That practice was awesome. I really love the doctor that I worked for.
I think she had a really great team culture. And that was one of the things that I definitely took away and wanted to have in my office, was a really great culture within the staff. Patients know if there's tension or if it's, if it's a weird vibe when you come in, the staff don't like each other.
There's, all those. Negative things and negative energy. So that was really important and a really positive that I took away from her practice was really good team culture. I think my last associate job here in San Antonio, I learned the importance of what, how important leadership is and good leadership is, in that practice.
I, I. many chiefs, you know, I think there was too many bosses and, and too many different opinions. And, um, when that happens, it's hard to have a clear focus and direction. And everybody up underneath feels that, and I think. A really good one. Solid direction and focus the way we're pushing and the way we're moving.
I kind of learned how important that was, and just treating patients well. I will say I think my last two associate jobs, I didn't have the really bad horror stories that a lot of associate dentists do. I think my first one was probably my worst one. Uh, but my last two, I really don't have a ton of complaints.
I think I was really, really fortunate. . But I learned probably more good things than bad things. But I think you can always take things, situations, and, and improve upon them. So that's always my goal.
Michael: Gotcha. Okay. Gimme an example of that, leadership style, right? There's too many chiefs. Yeah. So. .
Megan: This is super specific and I dunno what I wanna call them out, but I guess I be as specific as I can be.
Mm-hmm. , um, and that, that particular practice, they had five different owners. So even for me as the associate there, I can think of a couple different times where one owner would call me, Hey, we need to do things this way. and then not an hour later a different owner would be like, Hey, no, that's not right.
We need to do it this way. So I never felt like I had clear direction of, okay, how do you wanna be doing things? Do we want to set up the schedule in this way or do we wanna do it this way? And so that was for me, I just wanted to be able to call the shots and, okay, this is how we're gonna. And not be felt like I was being pulled in opposite directions or trying to please two different or five different mm-hmm.
you know, Owners and who were kind of pulling in all different directions, because they really didn't get along and have, have a unified vision for things. So that made it tough.
Michael: Yeah. Yeah. Those owners aren't getting along. Then it's gonna be like, yeah, Megan, why didn't you do it my way? Or Why didn't you, I told you at this.
You know what I mean? Yeah. So, yeah, and you're the scapegoat. It's easy to blame. That doesn't go bad. Right. So then Yeah. In, in your. . What is good leadership?
Megan: For me, good le leadership, I think. Is having good integrity. I think it's having good clarity. And I think my particular style of leadership I think is a little bit different from people.
Like for instance, I am always in my room turning over rooms, cleaning rooms, going in the back, running instruments. I am working beside my team. I don't feel like I'm hierarchical working above my team. Mm-hmm. , That's just my style. I feel like there's no time. I always answer the phones if, if, you know, if I'm there and nobody else is, is around, or if they're all busy and I, I wouldn't have time, then I'm gonna be the one that picks up the office phone.
And patients are surprised by that. Like, oh, you're answering your phone. Like, yeah, I was the one that was available, so I'm answering the phone. But that's my particular style. I think I prefer to work beside my team and along with them rather than above them. But that's, that's me. That's my style.
Michael: Yeah.
Like, With them shoulder to shoulder kind of thing. Right, right. I like that. Yeah, exactly. Rewind a little bit, and you said you felt like one of them didn't have great team culture. So in your mind, what's what's really great team culture?
Megan: Yeah, so in my office we are always. Cracking jokes and we're laughing and we're happy to be there.
And we join and genuinely enjoy each other's company. Like there's not like, oh gosh, here comes Dave. We hate him, or whatever. It's, this silly team, gossip or the, I always call it like the hens and the hens nest. They're, you know, somebody who comes in, they're feather feathers, get ruffled.
Like, I hate that stuff. It's just so silly to me. . So just that, that great team culture of everybody's gonna help out, including myself, whatever the task is that needs to be, get, get done, we're all gonna pitch in. The job is gonna get done. And we're gonna have fun while we're doing it.
Michael: So it's kind of like nobody's above anybody.
We just, yeah. All gotta work together. Has that ever occurred so far to you where there's like a team member in your team where they're like, you just didn't feel it, instinct or that intuition where you're just like, it doesn't, it's not gonna continue to go good.
Megan: Yeah, it has, and that was probably one of my, third employee that I had.
And it just, it wasn't a good team fit. And it was kind of one of those things where I'm like, I don't enjoy being here. I don't, you know, it's just, personalities clash. And, so yeah, we ended up having to part ways, which was really tough. And I'm sure everybody who owns a practice is gonna have to do that eventually. I hated doing it, but it had to be done to protect the culture. So,
Michael: yeah. What was, uh, what was happening?
Megan: It, it was really, it was a lot of things with particularly, um, I. , their assisting skills weren't quite up to par and patients were complaining about kind of how rough that particular assistant was.
we had several complaints about him and then personality wise, I think he was just kind of driving a lot of my other employees, kind of Gracie, just, it was just personality clashes. Nothing that he was particularly doing wrong in that terms other than the assisting was quite not up to par. But yeah, that's kind of where that one was at.
Michael: Yeah. Do you w do you ever feel. I could have let go of that person sooner.
Megan: Yeah. I think we probably all feel like we probably could have let go of those people sooner, but I tend to be give people lots of chances,
Michael: yeah, yeah, definitely. I guess looking back now from that experience, what would you do differently?
Like telling yourself now, like Megan, the same thing's happening right now, nip it in the bud, or what, what would you.
Megan: Yeah, I think that's right. I mean, I think we all have that gut instinct of this is just not gonna work in the long term. And listening to that instinct and, and acting on it sooner rather than later because I think being miserable in your own practice or feeling like that you're not comfortable in your own practice or that you have to.
I don't know that you're just not liking being anymore. That's just miserable. So acting on those gut instincts and feelings sooner rather than later because it's gonna have to happen and might as well just get it over with and move on.
Michael: Mm-hmm. . Yeah. Okay. And then rewind a lot. Have you always wanted to own Sure.
Uh, dental practice or this was just something where you're like, I can't find something that I want. So, yeah,
Megan: so I think before I started dental school, that was my goal is to own a practice. . I had a lot of life events happen during dental school. I had big major surgery. I was married and divorced, and there's a lot of life that happened in dental school for me.
So by the time I was done just on top of the. Hectic schedule, how hard dental school is on top of that. I was just tired by the end of dental school. So I just wanted to get out and work and make some money and have a more work life balance for a while so I didn't hop right into ownership, which I don't think many do right outta dental school,
But I took that five or six years and worked and then kind of refocused and, and started back on on my. , did you
Michael: ever pause during dental school or no?
Megan: No, I didn't.
Michael: I didn't. That's a lot. That's a could. Could I ask Megan, like, what was the
Megan: surgery? Yeah, so I have Crohn's disease, so I had, I got really, really sick during my very first year of dental school, so I dropped to about 108 pounds.
I was just very, very thin. and I had a partial small battery section. I think it was actually the week of finals during my first semester. So the dental school was great. They were really accommodating and let me reschedule all those finals to do them like the week before I came back for the second semester.
But I think anybody who's gone through the first semester of dental school would probably agree. It's just, it was so hard and so tough that there was no way I was gonna repeat it. And I was like, we're gonna push forward. We're gonna keep going. Cause there was no chance I was gonna wanna do that again.
Michael: And in that time, is that when you were also going through like the divorce and everything or,
Megan: so I was, nope. So that was after, so I was married after that, so mm-hmm. , after my first year I got married and then I was divorced, I guess halfway through my third year. So I was married for about a year and a half.
So yeah, it was a lot of life.
Michael: So you got married and divorced in that?
Megan: During dental school, . Yeah. So I was married after my first year in, divorced during my third year. So yeah, that is a lot
Michael: of life. That is a, it
Megan: is a lot of life. .
Michael: how does that, I mean, how does that make you feel? But like, why do you think all this was happening?
Megan: Uh, gosh, I mean, Oh, why, why did I get divorced? Why
Michael: happen? Like, do you feel like, because I feel like with, with, you know, like stress flaring up and everything like that, maybe Yeah. Put a pause on dental school or put a po, you know what I mean? You're like, I need a, I need to focus on my health kind of thing.
Cuz that was a big surgery. Yeah.
Megan: yeah, I see where you're going. I think it was very life changing for me. All of that happened happening between the surgery and marriage and divorce. For me to kind of slow down a little bit and to not let all the pressure of everything get to me quite so much.
I think that's obviously a lot of stress in dental school for everybody. And then on top of all those other things, it was a lot, a lot of stress for me. . So I think for me it was a really big lesson of, hey, enjoy the small moments. Take back, take a step back. Don't let life get quite so heavy all the time.
And just kind of enjoy it as you go. I think life is, life is short and you better enjoy it while you're here. So I really took a lot of lessons away from that to not quite get so, so bogged down with everything.
Michael: Yeah. Yeah. That's good. Those are good lessons. Okay. And then now you're in your practice, right? Officially. . So yeah. Can we dive into the business part a little bit more? Yeah, let's do it. Okay. Awesome. So then your loan, did you go with a specific bank or how did that go? Yep, I went with Wells Fargo. Okay. Why'd you go with them?
Megan: So I. Looked at Wells Fargo and Bank of America, and at the time it was still pretty early Covid and Bank of America, I think was putting a pause on loans for a little while for general startups.
So really I only had really one option that I was looking into since Bank of America was pausing, uh, was Wells Fargo. But I was looking into those two specifically because they have, they do a lot of dental startup loans, and they have really good terms. For those loans. So they have a kind of a sliding scale of how you're paying that out.
So within the first year, your payments are smaller and they gradually get larger so that you're not really taking from your cash flow. Right on. So that's kind of why I was looking at those two options.
Michael: Okay. How much was the
Megan: loan for 500,000? Oh
Michael: man. And then the interest.
Megan: Interest on that, I wanna say it was in the high twos, like 2 7, 2 8, somewhere.
That's pretty
Michael: good. And then, so then in total, how much was your buildout?
Megan: I wanna say that was around the 200,000 mark. It may have been a little bit less, but I did have, I think, 90,000 in tenant improvement allowance, so that helped a lot too.
Michael: Yeah, that's really, really good. How did the build out process go? Was it smooth or was there major delays?
Megan: Yeah, I got super lucky. I think. I know in a lot of places there was a lot of delays and things were way behind, but in here in Texas, it ran exactly on time. I had zero delays. I think there was zero hiccups.
I was really fortunate.
Michael: Nice. Who was your Uh, yeah, I guess contractor construction.
Megan: I worked with MedTech, so I know they have offices and do a lot of medical buildouts. I don't know if they're just local to Texas, but I know they have multiple locations here in Texas, but that's who I went with.
Michael: Okay, and then how'd you find your location?
Megan: Yeah, so I did have real estate guys, so Practice real estate is who I worked with here in San Antonio, and they spotted, I wanna say it was maybe between six or eight locations that they kind of took me to. And we ran numbers and, and funny enough though, the location I ended up choosing my husband and I had kind of just driven around just.
Daydreaming and looking at spots. And that's one of the ones that we found. We like, oh, I really like this spot. And that's the first one that we went to and the real estate guys were taking me around. And that's where I fell in love with. And that's what stuck,
Michael: that's where you, is it in a location where, paint us a picture?
Like is it in the shopping strip or?
Megan: Sure. So there's a big shopping strip that's very close proximity, but there's like a big heb, so I don't know. That's a big grocery store that's here. I don't know where you, where are you at? . I'm in
Michael: LA but I know h e b. Okay.
Megan: Yeah. Yeah. So there's a big, yeah, there's a big h e b, uh, with a big shopping strip with a, and then I, right behind there is little individual professional buildings.
So I'm on the street that's like right behind there. I can see the h e b like curbside pickup right from my office, but kind of right behind there in little professional, individual, professional buildings.
Cool.
Michael: Do you ever get a lot of h e B employees going?
Megan: Yeah, we've had some, a lot of people that are like, I was picking up my groceries and saw you guys over there.
But we've had some h e b employees, not a ton yet. But some.
Michael: Okay. Nice, nice, nice. I like that. Yeah. So then type of practice that you have right now, is it like all p p o or are you planning to go feed for a service or general specializing in something or how does it look? .
Megan: Yeah, so it's a general bread and butter dentistry.
I do a little bit of Invisalign, a little bit of aesthetic cosmetic kinda type stuff, but, uh, overall it's, it's just bread and butter dentistry family, you see everybody. We are PPO o I'm only in network with about four plans. But we take all p p o plans and I, I pretty much run the PPOs as if we were in network.
Now I'm sure that's getting in a whole bunny trail about insurance, but. , we do it a little bit differently. So like for our hygiene visits, I pretty much write off the difference, even if we're out of network. Except if their plan pays like $20 for cleaning and then I charge a small bid, but I write off a ton.
So kinda trying to find that balance between being in network with insurances and not, and being fair to patients. So, we're kind of finding that that happy middle ground there.
Michael: Do you let the patients know that, like, oh, we're just writing this offer. How do you let them. That we're
Megan: writing off. Yeah.
my mom texts them . Yeah. Okay, cool. We got your eob. Where, you know, that says you have this much Dr. Morrison's writing off, you don't have a balance. So
Michael: they know Nice. And they're pretty happy with that. And they're like, yeah, okay, cool. Yeah, yeah, exactly. Okay, I like that. And then we know your mom's one.
So how many employees do you have in your. .
Megan: Yeah, so we're still really small. So my mom is my front desk office manager, insurance person. She does all the front desk stuff. I have a hygienist, a full-time hygienist, and I have one assistant and me.
Michael: How is it like working with your
Megan: mom? It's awesome, but I also really get along with my mom.
I think you can't do it unless you really get along with that person. But we've, we've always been really close, like. . Yeah, we've always been super close. So, there was a small part of me that was worried about working with my mom and not knowing how that would be. I think you don't know how it's gonna be until you start doing it, but for us it's been amazing.
And I know there's somebody up front that's doing all of the, bookkeeping that I trust. And it's, it's been really great and I feel really fortunate that we get to spend these adult years together. I think that's really cool.
Michael: Yeah. Do you ever, has it ever happened, Megan, where it's one time where you're.
Now, mom, this is how I want it. Yeah, this is, and then she's like, no, Megan, trust me. I know how it's gonna work. And you're like, Ooh, you don't get it. Has that ever happened?
Megan: The first part, not the second part. So she is, , one of the humblest people you ever meet. Mm-hmm. . So I, there are plenty of times where I tell her, Hey, that's not right.
Or, Hey, let's do it this way. And her response is always, okay, great. Let's try it that way. She's, I, I can't say enough good things about her. She's amazing person, but she's so humble and she doesn't push back. And in that realm, she knows I'm, my say goes . Yeah. And, and of course she'll have opinions about things and I listen to those opinions.
But at the end of the day, she lets me do it the way I wanna do. .
Michael: Yeah. This level of respect her, that's nice. You know what I mean? Yeah,
Megan: for sure. There definitely is both, both ways. .
Michael: Yeah. Has there ever been a situation where you're like, no, mom, I wanna like this, and then, oops, the way you wanted it was wrong?
Megan: I think, yeah, she's definitely pushed back on certain things and I would actually say marketing was probably one of those themes. We worked with a marketing company at the beginning that. I don't know how to say this nicely. they definitely brought patients in. Mm-hmm. And that's really what we needed as a startup.
And so that was really awesome that we gave her, getting patients through the door. The way they were doing that was definitely not what I would call ideal or the way that I would want to do it. And she hated their marketing. She hated what they were doing and she let me know about it. And I think probably in long term she was right about that.
Michael: What was, uh, let me ask you this. What were they doing? No.
Megan: I feel like I'm gonna say this and you're gonna know exactly what I'm talking about, but I'll say it. So Facebook ads is their main, main way that they bring in patients.
That's their, their niche. Which I, I knew that from the beginning and they told me from the beginning, you know, we know it works. We are gonna write the ads the way we wanna write the ads, and we kind of just have to be okay with that. So, I had heard how successful they were about getting a patients in, and I know that's a really big stressor for a brand new startup.
How the heck are we gonna get patients through the door? We have bills to pay from day one and we gotta get those bills paid. So I, I kind of took the, took the leap there and, and signed up with them, knowing that it may not have been exactly how I wanted to do the ads or how I wanted to do the marketing.
So that being said their specific thing or their little niche is Facebook ads. So that's pretty much all that they do for marketing, advertising. But the way they word ads is somewhat. , Dr. Morrison is looking for 50 patients in the San Antonio area to help with their crown needs or for their denture needs.
And what it's really advertising is for patients that don't have, like insurance. It's advertising our membership plan, which does give them discounts. But it's worded in such a way that patients think we're giving away free dentistry. So that's what's peaking people's interest. it definitely felt a little bait and switchy. It felt that way to me, and I think it felt that way to send patients who were calling in, being like, Hey, did I win, did I win the free dentistry? And that's not what it was advertising, and it didn't say that anywhere, but I could, I could understand why patients thought that way.
So it was definitely attracting a certain group, but yeah. Which to me, I, I, I definitely moved away from as quickly as I could too, because a, I didn't. , it didn't feel true to who I wanted to be, who I wanted my practice to be. And I also felt like it was bringing up patients who genuinely had a really, really big need for dentistry.
And I'm just, as a startup, not in a position to provide free dentistry, unfortunately. I wish I could do that all day, and I, I have the heart to do that. I wish I could, but again, there's overhead to overhead to cover.
Michael: Yeah. Okay. And then your mom was the one who's like, Hey, let's, let's drop. But you were the one who was like, well, let's give it an extra week.
Or, or how, how did
Megan: that go? Yeah. I mean, so when you look at the number, I mean, we were really, really diligent about tracking who was coming in from what source. So if you pull up the numbers, they're bringing in people and they're, honestly, we're covering our bills. So it was kind of one of those things, it was kind of hard to pivot away from until we got a little bit more stable and got things up under our feet.
Hard to pivot away from that. But I, I did
Michael: when we could. Gotcha. If people reached out to you, probably would you let them know who it was or, yeah. Okay. So guys, if you guys wanna reach out to me,
Megan: then, and, and I'll say too though, to their defense, I think they're, I really actually did enjoy working with them, and I think they're really good people and they are good at bringing people in the door right away.
But I do think that you should know what you're getting into when you were getting into that. Mm-hmm. .
Michael: Mm-hmm. . So then how long did it take for you to get. .
Megan: Yeah. So, I mean, with their help, we were covering bills even two or three months into it. So we were covering bills pretty quickly. Now as we grew, overhead grew, so even now I'm still at the point of barely profitable.
Even a year and a half into it. . And I will say too, I think part of that falls on me in the sense of, I think could I spend more time getting out and doing ground level marketing? I probably could. But again, kind going, going back to that finding balance in life and not getting so stressed out and focused.
And that's, that's where I'm at in life. And I'm not gonna spend 24 hours a. on, on my business. I'm just not going to, so I'm, I'm okay with a little bit of a slower growth, which is kind of where we're at now, and it's a slow, steady, healthy growth. But am I, am I taking home the amount that I was making as an associate?
No, not even close. But I'm, I'm okay with that because I have a good balance in life and I get to spend time with my husband and our three dogs at the end of the day, and we get to be nerds in video game together. And, that's where
Michael: we. Oh. So if you don't mind me asking, what's the breakeven point, number wise, like you, in order to get here?
We're, we're good?
Megan: Yeah. Right now we're at about 40,000 a month. Okay.
Michael: And so that's where you're at right now? Like this is our break. You're a little bit above that. You, you said?
Megan: Our breakeven point is about 40,000 a month, so we're collecting maybe 41, 40 2000, like barely above it.
Michael: Okay, gotcha. Yeah. And.
That's, but you're doing the slow growth. Well, I think you're just growing great. I don't even think it's like slow growth, but you're growing great due to balance, right. At the same time. Yeah. Because what you've learned in the past. Yeah. How do you turn it off then Megan? cuz you're a business owner, right?
So it's not like, yeah. Going home and turning it off and then that's it. It's Friday, turning it off. That's it. Do you, yeah. Ever turn it off? . .
Megan: I, I think I'm fairly good at it. I think my phone is always by me, and if my patients text me or message me, I am responding to them. So that part I don't turn off.
I think, I think that's part of the, the beauty of my practice is that if, you know, if a patient is having an issue, I'm gonna respond to them. I'm not making them wait until the following workday or whatever. I'm, I'm gonna respond to them. Now if it's a scheduling issue, yeah, whatever, I'll, I'll respond to them on Monday.
But if they're having a, a. Tooth issue or something going on, I'm responding. So that part I don't turn off. But the rest of it, I think I'm fairly decent about turning off. I think it's always somewhere lurking in the back of your head there. I don't think it's always, I don't think it's probably ever possible for most people to completely turn it off.
. But yeah, like I said, me and my husband, we are, we're big old nerds. We'll come home and play our video games and kind of tune everything else out and, yeah. So I think it's important to enjoy your life and, or it is for me, so Yeah, that's, I do the best that I can.
Michael: Are you both playing games like in the same room, or does somebody go like in another room and you're like,
Megan: Hey, no, we have, yeah, I could, I could show you my setup right now, actually, we're at it, but we just built out my office.
I have my computer and he has his computer right next to me and we game.
Michael: Like you, have you built out a gaming office? Yeah, we did , , Mayhan. So you guys are like real what games?
Megan: we just started a new one. We, we played PC games, so we started ano, I dunno how to describe that one. It's a sort of a city building planning kind of sims esque, but you're not managing the people, you're managing the town.
It's like the 18 hundreds you're building this, the, the houses and the, I dunno, it's fun. But yeah, we play different computer. Okay. Oh,
Michael: I thought you had played the same one. Okay. No, nice. That's nice.
Megan: Okay, so yeah, yeah, no, we play the same one together, but I just mean different ones at different times. But this week, yes, we played together.
So we'll play like online co-op.
Michael: Ah, okay. Gotcha, gotcha. Okay. So then, right now, Ryan, a little bit back. You found your employees right? You have, how'd you find those employees? .
Megan: Yeah, so I think my two that I always go to is gonna be Dental Post, which I know is not everywhere. But in Texas it's pretty successful.
So Dental Post. And then Indeed, indeed is the other one that I've used. But I do think that I probably had more luck with dental posts than indeed, but I have found people through
Michael: both. And right now, the team you have, I mean obviously your mom, right? But like besides her, the team you have, would you say.
they're building blocks. Like they're, they're fantastic. I'm gonna build, they're my foundation. I'm gonna build on top of them kind of thing. Yeah,
Megan: absolutely. Yeah. I think I have a rockstar team right now. My assistant has been with me since opening, and he has been in dentistry for like 15 or 16 years now.
So he has been doing this for a really long time. He is really good at what he does. Yeah, he's, he's awesome. And then my hygienist is fabulous. Uh, she's an awesome team player. She's super fast, but really good at what she does. She's really good at communicating with patients. she'll jump in and, you know, if my other assistant's busy and she's gotten up and a new she'll hop in and assist me, like, we're all just really good team players, which is super important to me.
Michael: Nice. And how many days are you
Megan: open? So I just changed my schedule up this year, which I'm also super excited about to an alternated four week schedule. Hmm. So we'll work like Monday through Thursday one week, and then Tuesday through Friday the next week. So every other weekend we have a four day weekend, which is this weekend.
So, yeah.
Michael: So then well, what do you do on a four day weekend?
Megan: A whole lot of, nothing , it's the best. Or gaming. Gaming. I mean, that's nothing. So .
this weekend I actually do have a trip to Austin, planned for a wedding shower.
But yeah, usually nothing.
Michael: No, that's nice. Uh, whenever you come back from these like four day weekends, do you ever feel like you're, man, oh snap, I'm missing out. Or not missing out, but like, oops, uh, there's, I forgot to do that and this, and this slip my mind and all these things, right? Or do you come back and you're like, Refresh your mic, like almost like a creativeness kind of come back.
Megan: Yeah, so far the latter. Now we only started this in January, so it's still pretty new. But so far the latter. I feel like it has been really good, I think, for all of our mental health to have that little step away to kind of recharge batteries and not feel like we're just at the office constantly. So, so far it's been really positive.
Maybe you can check back with me again later this year and see if I still feel that way. . But so far I'm really enjoying
Michael: it's. Check back. You're like, we're on a five day,
Megan: we're off for five days, sleep better one day a
Michael: week, . One day a week. Oh my gosh. It's productive. So then right now, what system would you say is unique in your practice that you're really proud of?
Whether it's like the handoffs, new patient experiences, marketing, anything like that. What
Megan: systems would you say. . Yeah, I think I, I really do like our new patient experience. So, when patients come in, whoever is seating them, whether that's my hygienist or my assistant or myself, that patient gets a tour of the office.
When they're set down, not just new patients, but every patient we have. So I have TVs at the foot of the, the chair, and they're, I have like a little Canva that says, it's all blue and it says, welcome to Market Ridge Dental, and whatever their name is, welcome to our practice. Mm-hmm.
So it has their name up there at the foot. So they feel like, Hey, we, we care that you're here because we do. . And then the other thing that I think is super cool that we do with all of our new patients is that we scan them. So we do a digital scan of all of our patients. I have an IRO scanner, so, before I lean my patient back, I'm going through, you know, I'm pulling up the top teeth and I'm, I'm going through tooth by tooth and showing them their teeth and then go through the bottom teeth and I show them all their teeth and we look at the bite, so that they can see their teeth before I even lean them back.
cuz that's a super vulnerable position too. So I think that kind of, I'm, I'm sitting there chatting with them while I'm looking at their teeth. Hey, where are you from? What do you like to do? That kind of thing. Uh, just while I'm looking at the digital skin of their teeth. So I think it's kinda a, a good icebreaker and kind of a build trust moment before, before I even lean them back.
Michael: Hmm. How long are your new patient appointments?
Megan: Typically about an hour and a half. Okay.
Michael: And so, yeah, more. , that's when they're you're doing everything. The new patient experience. Yeah. Right. Yeah. And then normally, how many new patients are you getting a month?
Megan: So before I cut off my, my marketing company, we were doing about 40 to 50.
I'd have to look at my numbers to see, since we cut off the marketing what, what they were. But I do think they were a little bit lower, maybe 30, 35 right now. But before we cut off the, the marketing team, we were getting about 50.
Michael: Okay. So right now though, like 30. 30 to
Megan: I think 30, 35 or so. Yeah. Okay.
Michael: With the marketing company that you were getting, were there a lot of like, uh, what?
Yeah. Like, you know what I mean? They got the free thing or they got, they came there for something specific, they're like, bye. And you never saw them again. Yeah, for sure. Oh,
Megan: okay. Yeah, it was a lot of those, and I think. Yeah, exactly. So they were looking for the deal and they come, they get whatever deal they think and they're out the door, or they got in the door and realized it, it was not free and never saw ' 'em again.
That happened a lot too. So, yeah, I think now kind of turning away from that, we're getting fewer patients, but patients that are gonna stick with us for the long haul, which is more what I would like to do. You know, I'd like to build relationships with these people and get to know them. And, so that's, that's more what I'm looking forward.
Michael: So then right now, what are you currently doing for marketing and advertising?
Megan: So right now I'm kinda an in between. So, my cousin actually does SEO for a living, so I'm kind of letting him take over that side of things. I'll probably be doing Google ads with him pretty soon too. I have not figured out the second part of that.
So, I am actually meeting with a marketing company tomorrow, a local marketing company where I'm gonna kinda see. What, what plan they have laid out, what the, what the cost is gonna be on that, and kinda make some decisions from there. But I'm kind of in a little bit of an in between right
Michael: now. Okay. I mean, you're, you're still getting 30 to, you know what I mean?
Like how many ops do you have? Yeah,
Megan: I have four that are, uh, equipped. I have six total, but four that are equipped right now.
Michael: Okay. So you're, I mean, you're busy, you know what I mean? It's not like you're Yeah. In a lull. The whole week except for like two one day, you know,
Megan: so it, it's, Chris schedule's almost full.
So, I mean, we still have, I still have plenty of room to work patients in and see patients as they call. Like I can still work in a new patient within the same week. But no, we're, we're, we're still pretty busy. So it, it's good. .
Michael: Okay. What would you say, Megan, is the unique thing about your practice that has your community talking about you?
Like if, if I were to say like, Hey, I just came from my dental office, right? Or my, my dentist, it's Megan. And they're like, oh, cool. What I, what do you want me to be saying to my friend about you?
Megan: Yeah. So I think, I think the biggest thing is how we treat people, right? So we're a super small office. You know, when you walk in, my mom is right there, greeting.
one of the nicest people ever. She's super sweet to everybody or when they call on the phone, right? And then how easy we are to get ahold of, you know, when they, well back up a little bit too. My, my office, my waiting area in my office is super tiny. There's like four chairs in there, so people are not waiting, when they come in mm-hmm.
they're getting right back and there we see them. We know we respect people's time. We're running on time. People are not waiting for hours at a time. And how easy we are to get ahold of, like I mentioned before, you know, if my patient is gonna call me or text me with something going on on a Saturday, I'm getting back with them.
Which is is not very common anymore, I think. But yeah, I think, but the biggest thing to me is how we treat people. I mean, we're, we're kind to them. We're not judging them. We're giving them options, letting them decide. It's a no pressure environment. We're just kind to people.
Michael: Yeah. I like that. Being kind.
I like that too about that, the waiting room. I mean the, the room where it's like, I guess like the lounge area or whatever you wanna call it, cuz you're not really waiting. Yeah. I remember so many times, like we were always talking. What kind of coffee should we provide them and everything. And I'm like, the last thing I wanna do before getting my teeth checked is have coffee, breath
I don't, I'm not gonna get that. Right. Like that's when I floss the most and brush my teeth and most before I see my dentist. Yeah. So I wanna make sure that's perfect. So you wanna get in there quick kind of thing. Not like sit there and then drink your coffee and tea then, right. Donut or whatever. So I like that.
Where real quick. Yeah. Okay. Throughout this process, I guess from the moment you were in dental, . So today, what's been some of your biggest struggles or pitfalls?
My
Megan: biggest struggles. I think I probably didn't realize how much of a therapist you have to be on a daily basis to your patients. Cuz there's a lot of people who are really afraid of, of going to the dentist.
And helping them overcome those fears and making them feel comfortable and, helping them get through those procedures. I think I did not have a good grasp of, of that. So kind of learning how to be that person and helping people overcome those things. was, I mean, I think, I guess we all learned how to do it.
Hopefully we'll all learn how to do it. But figuring that out, I think within running a practice, I think just learning how to juggle everything because it is a lot, just a lot of balls in the air at one time. And just learning, like I said before, learning to find that balance.
Michael: that's true.
Yeah. How do you, how do you help your patients overcome peers? .
Megan: Yeah. So the biggest thing for me is talking to patients about options and, and offering those options and letting them know what those options are. So, on my intake form it, it asks how afraid of you or the dentist, one to five, and I take a look at that and. We have that conversation accordingly. You know, Patients are like, one, I, I could be here all day, whatever. I like being here. I don't necessarily go over all those options. But patients who mark their three or four or five, here are the options we have laughing gas, you know, and I talk to 'em about what that option looks like.
We can do pul sedation and what that option looks like. I even have a doctor that I can bring in who does IV sedation. So I think just providing those options and, and what those options look like and letting patients. , they do have those out there. But from that, I think too, It's just our office like demeanor, right?
So I, I'm trying to make patients feel comfortable by chatting with them. I do have TVs on, on above the chairs on the ceiling so that patients can watch Netflix as they're getting their, their work done. You know, We have the noise canceling headphones that kind of block out some of the noise cuz that bothers some people.
Yeah. So we're kind of trying to make them as comfortable as we can while they're in the office and then letting them know about the options above and beyond all those. . Okay. I like
Michael: that. And then throughout this process of your startup, besides the marketing company, what's been some of the best companies you've worked with and some of the worst companies you've worked with?
Megan: Yeah, so I did work with ideal practices to help guide me along the way of my startup. And they were fantastic. I had a really good experience working with. . you know, I always tell people that are looking for, for companies, know what you're getting and know what you're not getting. They will definitely give you a really good blueprint of what to follow, kind of help you stay on track, make sure you're not forgetting anything.
They'll help you make introductions. Uh, to companies and good vendors, but they're not doing it for you. So , you need to know that, at the end of the day, it's you that is taking all the meetings. It's you that is making all the decisions. It is mm-hmm. you that is making, making all those things happen.
So as long as you know that, I think it's, it's, for me, it was great. I was working at eight to five Monday through Friday while I was doing my startup. So there was no feasible way that I probably could have done that without somebody that was helping me at least direct. Hey, this is what you need to get done.
Giving me the kind of, the, the blueprint to follow. No way I could have done both of those without them. So they were great. I I had a really good experience working with them. Did you ask me about bad vendors? Is that the second part of that question? ,
Michael: you, you, you're like, did you ask me about bad vendors?
Is it the same ? Yeah. Like, what, what's been some of the worst companies? But by the way, real, real quick. So, ideal practice. They do they just make introductions for you and that's it, or No? They, I'm cuz I, I understand like, you also have to pay, what is it, 50, 60,000? 50,000, something like that? Yeah, something like that, right?
Yeah.
Megan: Most of it comes out of your practice loan though. So you pay a portion of that upfront to get going with them, and then the rest of it comes out of your loan.
Michael: Okay. So, and then all that is they give you the blueprint. You're working with what, uh, coach or. .
Megan: they have a bunch of different ones, so, Every step of the way, there's a person that's helping you.
So like when you're doing the bank loan, there's a person that's helping you write your business plan to secure the bank loan. They're helping you make introductions to the, to the banks, and kind of helping you secure financing. There is somebody that is helping you find your location. So, oh, somebody that makes your introductions to like practice financing, who I worked with.
So they made that introduction and then they take that over from there. They do have a person that helps design your floor. and then they have somebody that helps you with equipment and somebody helps you with, the business side. So that's the person that you work with the most. So they call it like the startup mba.
Mm-hmm. . So they have, basically teach you anything and everything about running the business, and help you with like your operating procedure, like your manuals. and like your financial policies, they help get you, help you get everything in place to run your practice once it's going. so I would say that probably for me was the biggest value simply because I did not have any business courses prior to opening business.
They don't teach you that dental school, so, that was super valuable for me.
Michael: Okay. All right. So then what have been some of the worst companies you worked with? Or maybe not worse, but you're just like, didn't fit for me kind of thing. .
Megan: Yeah, I think the marketing company was a good fit in the in the beginning to get patients in the door.
I think long term it was not, not a good fit long term, just cause that was not the type of marketing that felt authentic to what it was that I wanted to be doing and how I wanted to be attracting patients. But so far I, I had really good experiences. Probably all the other vendors. I think working with Wells Fargo after the fact was kind of irritating and I actually ended up separating ways from them other than just paying my loans back from them.
But I don't really do my banking through them anymore.
Michael: Uhhuh, anything like your personal.
Megan: I wasn't doing my personal banking with them. Oh. Anyway. But I took all of my, I closed all of my checking and I had a credit card through them. I closed that. I closed everything except for the one account that pays the loan.
And I just transfer money into that right before it's pulled. And that's all I do with that. Well, I, I think I leave $500 in there cause that's the minimum. But I have to, for them to not charge me something.
they were, I feel like they were nickling and dimming me, like, and maybe it was my fault. I didn't know how to do their credit card. I don't know. Their credit card I felt like was charging me fees, even though I felt like I was paying it off every month. I feel like they were still charging me fees through that.
So I was just finding Yeah. In that, even though I would try to call and resolve it, they were just like, yeah, that is what it is. So,
Michael: Yeah. Yeah, that's the worst. Were they like major fees or were they.
Megan: I think it has like 50, $60 fees here and there, which,
Michael: oh, those are major. Yeah. That's that. No, to me that's like a lot.
I'd be like, what the heck? That could, I could go eat like a bunch. Right. You know what I mean? That's pretty big. Yeah. Yeah. It
Megan: wasn't like 50 cents, . you know, . Yeah,
Michael: no, yeah. I would've totally canceled. Even if it was like 10 bucks, I'd be like, uh, gimme a back. So yeah. I get you. Totally understand. Okay, so then one of the last questions. How has the startup process affected your personal.
Megan: Yeah, so I think in some ways, a lot in other ways, not at all. So through having a startup, I think that was probably the biggest thing that I was not prepared for, was how long it was gonna be until I took home a paycheck comparable to what I was making as an associate.
I think I had no clue how long that was gonna be, and I guess that that's different for everybody and that's super hard to. . But we had a lot of changes lifestyle-wise after we realized, oh, this is gonna be a while. Like we went from two cars down to one car so that we would only have that one car payment.
My husband actually found a whole other job that paid better so that we could pay our bills. Which he started traveling a lot with that job, which he's not right now, but he was traveling a lot. Like he was gone all throughout the week and then only home on the weekends. So that was your big personal lifestyle choice or changes.
But otherwise, I, I don't know that it's changed too much. Like I said, I strive really hard to find that balance. Like if I'm at work, I'm working, but if I'm at home, I'm at home. So, in, in some ways, a lot. In other ways, not a lot.
Michael: Okay. That's good to know. And then, yeah. Any final pieces of advice you want to give to people who are thinking about doing a startup or in the startup process, but not in your shoes yet?
Yeah. .
Megan: I feel like where I'm at in, in this whole process is, I don't wanna say the most positive cause I do feel positive about it. I guess it's more of a harsh, realistic kind of point of this whole process. I guess just know what you're getting yourself into, right? I think be prepared. be prepared to not take home a paycheck for a while, and kind of button down your personal finances so that you can live within whatever your spouse's means are, or whatever that looks like, so that you're not stressing about money, cuz that's, that's not a good place to be.
But I mean, I think there's never gonna be a right time to do it. I think if that's your, your dream and your goal. Make it happen, start doing it. I think there's, if you're in the right place financially, I think that is the big caveat. Make sure you're in the right place financially, and then make it happen.
Just do it. I think there's, there's never, you're never gonna feel ready. I think doing something for the first time, you're, nobody knows how to do anything for the first time, but you'll figure it out along the way, just like all the rest of us have.
Megan Morrison DRAFT: Awesome.
Michael: Megan, thank you so much for being with us. It was a pleasure.
But before we say goodbye, thank you. Can you tell our listeners where they can.
Megan: Yeah, you can find me on Instagram at Market Ridge Dental. You can find me on Facebook at Market Ridge Dental or market ridge dental.com.
Michael: That's all gonna be in the show notes below.
So guys, go check it out. And Megan, thank you so much for being with us. It was a pleasure. Yeah, thank
Megan: you so much. It was great talking to you.
In this episode, Crystal May, from Devdent, details some of the essential tips and tricks around medical billing and how it can help your patients afford the care you recommend! At Devdent (Developing Dentistry,) their mission is to take the headaches out of medical billing, claims, and any appeals along the way. Crystal shows that with proper billing procedures using medical, a $10,000 treatment could be much more obtainable and affordable for your patients. She notes that it is less about "what" you are doing, but "why" you are doing it, to qualify for medical billing. If a patient's tooth is missing, and that is the reason why they are unable to chew, the procedure might qualify for medical billing!
Follow Crystal and Michael's conversation here to learn more about how your practice could utilize medical billing!
You can reach out to Crystal May here:
Other Mentions and Links:
Imagn Medical Billing Software
Red, white, and blue card (Medicare)
Blue Cross Blue Shield
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
SCHEDULE A FREE DEMO TODAY!
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Thank you for supporting the podcast by checking out our sponsors!
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Crystal, so talk to us about medical and dental billing. How can we utilize this, or what advice or suggestions can you give us that will help us with doing medical and dental billing?
Crystal: Absolutely. So medical billing is quite a bit different than dental billing. a lot of people are scared of it.
They're intimidated. Maybe they've heard horror stories even that it takes forever to get paid or it's not worth the energy. And really my mission is just to explain to dentists how it is not as complicated as it sounds, and it's certainly worth the effort. So we get thousands and thousands of dollars of reimbursement from medical insurance for dental services. Many dentists don't even know that it's a possibility to bill medical for dental. Treatment, So when you think of an implant or a bone graft, you might be thinking, well, dental insurance might cover a little bit of that, or there might be that $1,500 per year max benefit available. But what if we could tap into their medical benefits?
So when you start talking about, especially larger procedures, if your patient portion is more than $5,000, we know that dental insurance doesn't make a very big impact in that patient portion, They're still gonna be spending at least $3,500 out of pocket after they use all their dental. So the combination of adding medical billing to your dental practice allows your patients to be able to afford the care that you recommend.
Taking a large treatment, 5, 10, 20, $50,000, and we can get medical insurance to pay sometimes a hundred percent of those procedures. So it's really about. Identifying the medical necessity. So you see a patient and you're trying to figure out which insurance should I build? Should I build their medical, should I build their dental?
What? What are my options? And so what we do is we teach Dennis how to find the medical correlation. So when I teach about medical billing, I use the statement a lot. It's not about the what you're doing, it's about the why you're doing it. So if you can prove that there's a medical correlation to your dental, So let's say again, an implant, for example, if you can't chew because of that missing tooth, then that's a medical condition and we can actually build medical for that.
Or what if you've lost that tooth for a medical reason? So maybe you took a medication that caused dry mouth. So now all of a sudden you had acid erosion and just all this enamel was gone because of this severe dry mouth. Well, we can prove the medical insurance that you are losing that tooth because of a medical condition.
So it's just about the why can we tie back something that's going on inside of the mouth to the rest of the body or something in the rest of the body that's affecting the oral cav.
Michael: So then once we identify the dental necessities and we decide, okay, we're gonna bill medical, right? Which sounds beautiful.
Like, we're like, we wanna bill medical. Where do we go from there?
Crystal: Wonderful question. So it all starts with the insurance card. So it doesn't matter how perfect the medical necessity is, you've got this patient that desperately needs this treatment and you can prove that it's directly related to an a medical condition.
If the insurance policy doesn't offer dental treatment for any reason. There's nothing we can do. So sometimes our best doesn't trump the payer. Okay? So the medical insurance determines coverage. Also, remember your patient chose that plan. A lot of times we get really like emotional about how we wanna help our patient more.
And darn it, this silly medical insurance won't do much, but remember, Your patient chose that plan, so they're paying a lower premium to have a higher deductible or less coverage. So, you know, we can't own that. We just have to say to them, unfortunately, the plan that you've chosen doesn't have medical benefits available.
Also, let's say Medicare, so everyone knows who, what Medicare is, right? It's, it's generally thought of as a, as a 65 or older plan. . Medicare's changed a lot over the last decade, and we are getting some coverage for dental treatment through medical, red, white, and blue insurance cards.
They're actually paying dental offices, but you have to sign the right paperwork. You have to be participating. So you look at the card. If it's a red, white, and blue card and you're not participating, you simply hand the card back to the patient and say, unfortunately. This plan won't pay anything here at our office, but let's say it's a good plan.
You get a card and you're like, Ooh, I know that one. I think they might cover benefits at this office. You then start with the verification of benefit. So we reach out to the insurance company and we ask them for details. What's the deductible? Are there any plan limitations? Does this plan cover dental treatment for these scenarios?
Maybe you're treating sleep in your practice. Well, medical billing for sleep appliances, by far the most common procedure that we bill. So you ask specifically, do they cover sleep appliances? What that end of that call? we give back to our clients a summary of coverage and we'll actually say, yay, ur nay, this plan makes sense, or this plan doesn't.
Assuming it makes sense to Bill Medical. Because we've called the payer, we verified there are benefits available for these services. Now the next thing is to talk to the patient. You give them their treatment plan with all their treatment options and with all their payment options. That's gonna include potentially dental, right? Because we're still gonna build dental for class two fillings. We're still gonna build dental sometimes for the crown or restoration. Some plans only cover the implant under medical. So we're still working very closely to maximize all of the. Insurance benefits, medical and dental. And then assuming the patient wants to proceed, most of these procedures I'm talking about do require pre-auth.
So we would actually then start the process of getting authorization to, to treat this patient. Um, and if that's approved, which we're averaging about 75 to 80% approvals on pre-auth. So it's a good high. As long as it's approved, then you complete treatment and you submit the claim the same day you finish the treatment.
So it's really not that much different than what we do in dental, with the exception of, most dental team members are not familiar with these insurance cards, so they have to learn how to look at them and read them.
Michael: Gotcha. Okay, because I was gonna ask you, why aren't people doing it more then? Well, it's
Crystal: not easy. Okay. So I don't wanna make it sound like, oh my gosh. Like all you do is take a copy of the insurance card and you've got a gold ticket, right? That's not it. . You have to code it correctly. You have to have the right documentation, you have to have the right submission tools. So most of our dental practice management softwares do not include enough information on medical to even use them. when customers come to me all the time, they're using any number of the large practice management companies and they're saying, well, they say they have medical. But if you read the fine print, it's very limited. They might allow you to print out a claim, but these claims to medical have to go electronically. So one of the things that causes a little bit of an obstacle is do you have a submission tool? Do you have a way to get these claims to these medical payers? Not dental, but these medical payers electronically? So I think that's one of the obstacle. But I'd say more often than not, the biggest thing is, is dentists and dental team members don't even know that they can bill medical.
It's not even so much they've tried it and struggled. It's just their, their minds are blown when I show the potential.
Michael: So then what submission tool should we have or would you recommend, or how did that work?
Crystal: Well, so there's a couple of different options. Some the, the manual way and the less expensive way is to go to some of the, uh, payer portals.
So you could go to Blue Cross Blue Shield, for example, and you can manually submit a claim directly to them. So that does get you your electronic submission. But it doesn't provide you tracking or any automation. It's very manual. Um, the option that we provide is actually a software solution. So Dev Den offers a system called Imagine Billing, and we are a cloud-based medical billing software built specifically for dentistry.
So all of our clients are dental, and everything in the software is directly related to something under the dental category. So with our solution, We have the clearinghouse connections and all the electronic communications to kind of take the technology piece out of the equation for the customer.
Michael: Okay.
So if I was front office right now and I'm, and let's just say there's a implant, right? That needs to be done and you're like, okay, we're gonna check that out, and stuff like that. And then you realize, okay, there is a necessity. It does, you know, the whole body is affected and things like that. I'm new, but I know dental billing, right?
But if I have dev. I can just use that and then it like kind of scans it out.
Crystal: Pretty much, so we built a cross code tool so you can go put a patient's entire dental treatment plan. So there's c d T codes into our software. It cross codes as it to medical forward for you. And then it also adds the diagnosis conditions that are required.
So it, it really takes the coding component entirely out of it, which is a lot of fear. The dentists aren't necessarily scared about the coding because generally speaking, that falls on an office administrator of some kind, right? Mm-hmm. . So when I talk to them, they're always like, oh my gosh, how will I know what codes to use and how do I do this Crystal?
I don't even know these acronyms. And so what we've done is just take away a lot of that. We've just allowed them to stick in their dental codes. So you use your C D T code, we cross it for you. We show you what documentation is required. And then part of our training program as a new customer is we teach them how to read those insurance cards.
We teach them exactly what to look for. We go over case presentation and how to present estimations to their patient because you know, you now have to explain to the patient their medical benefits and if it's scary and new to you. now you don't feel like the smartest person in the room anymore, and we don't like that feeling.
So we wanna make sure that our, our office admins are always the smartest person in the room when it comes to their medical insurance benefits. and then we offer, um, a lot of coaching on your clinical documentation. So, many dentists haven't looked at their clinical notes in a very long time, so they use auto notes.
There's just sentences that are just click, click, click and prefilled out. Unfortunately, medical, I. Spends a lot more time and attention when looking at clinical notes than dental, so we have to do a little better job. So we teach our clients exactly what documentation they need and how to incorporate it into their everyday dental process.
Michael: So then typically crystal, when someone signs on how much do they see an increase in like their collections or product?
Crystal: so across the board, we have 80% success rate on all of our claims submission. That's including the worst claims out there. The best claims out there. 80% is our average approval rate.
But what we're finding is patients are accepting treatment. At a faster rate because they can now afford the treatment. Imagine you had a $10,000 treatment plan and you got presented $1,500 from dental, and you were gonna owe the $8,500 difference. Now imagine I present that same $10,000 treatment plan, but I explained to you that you have to meet your $3,000 deductible and then you have a hundred percent coverage.
So now that treatment plan costs the patient $3,000 instead of 85. We all know that there are far more patients who would be willing to pay 3000 than nearly 9,000. So that's the story we tell. That's the, the, the purpose of medical billing is to help patients access the care that they need. So historically, we're seeing about a 20% case acceptance increase with cases over 5,000.
So if you're a $5,000 case and we can decrease patient portion, at least 20% more of those patients are proceeding with treat. .
Michael: And then what headaches can we encounter with.
Crystal: You're dealing with insurance, ? it's just the insurance companies. It's nothing else. The, the conversations with patients is quite easy.
They're just excited. They're just really feel great that their dentist is willing to go above and beyond to help them get more, more access to PA care. Right. They're, that's what they care about. Even when deductibles are in play, even if the patient gets no actual payment from the insurance company.
There's gratitude for helping them access their deductible in these medical benefits. But so that's not the obstacle. Never the patient, uh, it's never the coding. We can teach the coding. It's, it's just one plus one equals two, right? Mm-hmm. , it's not challenging. but it's the insurance payers. One minute one payer says this.
And literally the next claim, we call back and we'll get a different response. So the quality of representatives that are answering the phone are, are quite low. They haven't been well trained, they're not very familiar. So you get really inaccurate information will literally be told, yes, we'll pay for this.
And so we submit the claim with an approval number and they'll deny saying We changed our mind. So then we have to appeal it. Now again, a huge benefit of working with a company like DevNet is we do all of that follow up. So when you submit a claim through our system, we're responsible for it all the way through the process.
So we are the ones on the phone with the insurance companies arguing these approved prs or these denials and things like that. So I would say the first initial obstacle is just understanding the I. Knowing which plans pay what and why. And then I think the forever frustration is that we're just dealing with insurance companies and they are not in the industry of wanting to pay claims.
Their goal is to slow down and reject claims as quickly as possible.
Michael: Yeah, retain that money too.
Crystal: Yeah, that's their job, right? So we're kinda going against, against a big force in that sense. The good thing is, is there's a lot of rules and regulations. Insurance companies cannot just choose not to pay. And so when we know all the proper paths to take and all the right words to say, and all of the right, you know, if you will, threats to make.
They finally process our claims. So we do have some tools in our, our toolbox to help us make those go faster. But I would say to anyone who's getting into medical billing or is considering it just, just pre-prepared for the first few months to be exceptionally frustrating, these medical payers will not recognize you.
They won't recognize your M P I and tax ID numbers. There's gonna be a slight delay. Usually if you can get past the first 90 days, if you can just stay with it. Be diligent. Follow our program. By the end of 90 days, you've pretty much got a system in place that's working. .
Michael: so Dent is a program or is it like a software that I can utilize forever?
Crystal: dent is an education and distribution company. So Dent stands for developing dentistry. We just are here to pri find solutions that help dentists improve their practices and improve patient care. So that's our mission, is to just provide tools and solutions for dentistry. One of the tools we provide is Imagine Software.
So Imagine is a cloud-based software that handles these cross codings and handles all of this documentation. And behind that is a third party billing company. So we actually facilitate the entire billing process for our clients.
Michael: Okay. Awesome. Awesome, crystal, I appreciate your time and if anyone has further questions, you can find her on the Dental Marketer Society Facebook group, or where can they reach out to you? So
Crystal: you can always find us@www.devnet.com. We've got some awesome resources, re recorded webinars, tutorials, demos, everything you could possibly want to see. We have some awesome programs going. You can check out our Facebook page and you'll see success stories and just a whole program we've got specifically to different types of dentistry.
And then if you want to reach out directly, you can reach me@supportdevdent.com.
Michael: Awesome. So guys, that's all gonna be in the show notes below. And Crystal, thank you for being with me on this Monday morning marketing episode. Thanks for having me.
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Guest: Avi Patel
Business Name: Clear Aligner Advisor
Check out Avi's Media:
Instagram: @doctor.avi
Dental Associateship Reflection Videos
Other Mentions and Links:
New York University
Trader Joe's
Whole Foods
Invisalign
Enamel Dentistry
Slack
Voices of Dentistry Conference
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- If you're taking on an associate, be sure to set clear expectations at the very beginning!
- Having systems in place to show what happens when, and how to do it, can take a lot of stress off of an associate.
- When treatment planning with a patient, always address their chief complaint and how the treatment will solve this.
- If you let your profession guide you entirely, you may not find as much fulfillment!
- Try investing in your education, automation, and systems, so that you can perform your job without all the headache.
- There are clinical-minded dentists and business-minded dentists. You may find that owning your own practice isn't for you if you favor only clinical work!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Avi, how's it going man?
Avi: It's going pretty good. How are you doing? Pretty good. If you don't mind me asking, where you located? I am in Austin, Texas.
Michael: Oh, nice. Home of Salt Lake
Avi: and, yeah.
Michael: Yep. I forgot the other donut plate. Round Rock donuts.
But that's in
Avi: Round Rock, right? Yeah, Those are both great. Where where are you based out of?
Michael: Los Angeles. Okay. So, yeah. But my family's in, we, I grew up in Texas. We all live in Texas, but more like in the Houston area. Okay. Uh, but Nice. I know, like lately, how much has it blown up lately?
Austin.
Avi: So I'm part of the, uh, the blow up, I guess, . Cause I, my wife and I came here about two years ago. Oh. Uh, and we came from New York, so Yeah. It's like California, New York, everyone, just met in Austin. But no, it's, uh, a lot of the, like a lot of my patients who have been here for a while, they all say like, it has changed completely.
Like, we live downtown, in downtown. I call it like the millennials playground. You've just got, The ECUs restaurants, bars, like, whole Foods Trader Joe's. It's awesome. Yeah, . Nice dude.
Michael: Nice. Awesome. So then Avi, tell us a little bit about your past, present. How did you get to where you are today?
Avi: Yeah, so I grew up in Florida. And went to dental school up at nyu and after I graduated, I didn't do a residency, I just went straight to practice. I wanted to get a sense of what real life dentistry looked like, and so I jumped in and at that point I was practicing in Connecticut as an associate. and I got like a real heavy dose of reality
Um, Basically I was in and out of Associateships every couple year or every couple months. And you know, at the time it was, it wasn't that great, but, you know, looking back, it, it kind of gave me an opportunity to see how multiple. Different office, like how multiple offices practice. And I learned very quickly that not everybody is not doing dentistry.
From a practice, from a clinical side and a business side, the same. Everybody's doing it a little bit differently. Some people are better at certain things than others in terms of practice owners and how they're running it. I just had kind of like my learning cap on, so every opportunity I was just trying to absorb as much information as I could.
Always trying to learn whether it's from the owner themselves, from other associates, right from. Office managers to kind of see how like, the front works and stuff like that. And, it was good, but it was nothing like I had imagined. I thought that I was gonna come outta school.
you know, I thought I was gonna find a mentor, they take me under their wing, they teach me, show me all the ropes. And then, after a year or two, I would be this like all-star dentist. But I, it was a lot more of like balls in my. and I had to make the most of every situation that I was in.
Mm-hmm. . And so that's what I did. And so I was doing that. And then you fast forward a couple years was in two private offices and then the pandemic hit. And so at that point I was already starting to burn out on dentistry because of the procedures that I was doing were your basic kind of crown filling, just very bread and butter dentistry and.
I mean, I was two years outta school and during the pandemic I was just kind of like, this is not good . Cause I had just got, just got going and I had $500,000 of student debt. And, uh, I wasn't, wasn't too thrilled about what I was doing. So then I kind of just started to look around and, and see what I could do.
And that's where I. Started to just invest in education, invested in education, invested in myself, learned how to do, uh, implants, and then I dove into Invisalign cuz I was already certified, because I went to nyu. And for me it was more just like I wanted to find something that would just kind of get me excited again, uh, to do, to do dentistry.
So, Pandemic's happening. And then uh, go back to work. and then the office owner actually I told them, Hey, I took these courses, would love to implement them. And uh, the owner actually told me that they didn't want me to implement aligners cuz they didn't think it was profitable.
we had like a proper meeting and stuff about it, but that was the gist of it and that kind of surprised me because everyone that I had talked to about had said good things about aligners and at that point I had worked at like 10 offices. in the Connecticut area. And so my wife and I decided to move and relocate.
We heard great things about dentistry in Texas. Uh, we loved Austin. So we came here and I actually joined A D S O, so they were a smaller D S O and um, they were fully supportive of me doing whatever I wanted, procedure-wise. Mm-hmm. , so. They had an iTero, they had an implant system and they were basically just like, you know, go crazy with this thing.
So that's what I did and I tove in, uh, I started placing implants. When you first place implants, it's all about like case selection and, it's definitely, I mean obviously a surgery, so you're not doing crazy stuff to start and you just kind of are building your confidence and stuff that I did and that was nice.
It's like an adrenaline rush when you're doing implants, and I loved it. and then I also started doing aligners and I started like 50 cases in my first six months. And so, that's like 250 grand in revenue given that each case is, $5,000. So that was like eye-opening for me because it's almost like a, a switch flipped in terms of Feeling more passionate about what I was doing, like I was actually making a difference. Providing a procedure to patients that is changing their lives, it's improving their oral health. you know, It's night and day from when they finish treatment to when they start. And then I also got more time and freedom, in my life because I got, align.
It's not like a very like labor intensive procedure. It's a lot more of educating the patient, selling the case, and then setting up the case on a computer. , then assistant places the attachments on and you kind of essentially just like cheer the patient on throughout treatment and make sure they're motivated and, and wear the aligners.
And then when you're done, you just polish the composite off and get 'em into retainers. And so that was awesome because now I was making more money. I had more time, and I just felt very aligned with what I was doing. So I took that feeling. And I wanted to share that. So I was working with another dentist.
He had about 20 years of experience. Practiced as an owner before, and then him and his wife moved from California and then I started just showing him how to do aligners. And he also started to feel the same thing. And he was, he started doing like 10, 10 or 12 cases a month. And he, he basically said that, uh, he wished he'd started doing it earlier because it completely changed the way that he practiced.
I also helped out some of the other doctors in the, in the organization, but then I went to leader. and I told them, Hey, I would love to just have like a, a legitimate role in the company where I could just be like this in-house, call it director of, you know, of aligners and just like coach up all the doctors cuz they had about 35 doctors in their D S O. And they liked the idea of it, but it just wasn't. Aligning with kind of what they wanted to do, and they just wanted me to focus on doing the dentistry in the practice. So at that point I was pretty bummed. And then my wife told me, she was just like, you pretty much know what you're doing in terms of coaching and teaching.
She's like, why don't you just start a consulting company and consult with that test? So, I started doing that, I created a consulting company last year at the beginning of the year, and I started working with some docs and um, one of the docs I worked with, they had zero experience doing aligners. They're a practice owner. And they understood the value of having aligners in their practice and they wanted to do it. And so I worked with him and then he basically went from zero cases to 25 cases in his first two months. And then he's been able to kind of carry out At least like 10 cases a month ever since.
Because with aligners, once you know how to do it, once you, once you start doing it, you don't stop. It's like a dentist that places implants. They don't stop placing implants. Like once they learn it, it just becomes part of what they do and they continue to do that. So that was awesome.
And then, Then the consulting thing got a little crazy because man, like working full-time and trying to schedule time with other doctors full-time as well was tough. And then I stumbled upon this concept of like creating an online course mm-hmm. To, you know, make it real scalable to, to be able to reach and help more doctors, but then also not have to spend so much like time with the scheduling and all that.
So, Fast forward, to middle of last, uh, middle of last year. Yeah. And I created a uh, online training program for dentists. So it's brand agnostic. It is for meant for general dentists looking to start implementing aligners. They can have either zero experience or just a little bit of experience and.
They can basically watch these modules. I've created about four hours of content and it helps coach them through everything, from what cases to select, how to talk about it, how to set it up pretty much like A to Z, what you need to know to get started. And then I also include monthly, coaching in the program where, , they have an opportunity once a month to meet with me.
We can discuss, cases, any questions they have, all that kind of stuff. And it's been awesome because it's really started to take off and grow and it's allowed me to cut back on my clinical days, and I've been able to now focus on this, this online business essentially, that I've created. But it's, uh, it's pretty cool. you know, I may not be seeing as many patients as I used to, but by teaching other dentists how to do this procedure, I kind of get like a little piece of being able to help, a bunch of patients all over the world. And it's, uh, it's a feeling that I didn't know existed.
Cuz if you would've told me two years ago, like, Hey, you're gonna create a training program and you're gonna love the way that it feels to help and teach, I would've been like, you're crazy. Like, why would I do that? Like, I'm just. I, I, I just, I think growing up I never actually understood, what it meant to like be an educator and then now being on the other side of it, it feels awesome.
So, yeah. And then, the other thing I think is kind of how we connected was through social media. I started just putting out clear aligner content. On to my Instagram page. Uh, I even have a YouTube channel now. And just trying to get as much information out there to other doctors as possible and then help 'em wherever I can.
Nice
Michael: man. Okay, so real quick, let's rewind a little bit, right? you mentioned that you were already burning out in dentistry because of the procedure that you were doing. What were those procedure.
Avi: Fillings, crowns, extractions, some root canals. I didn't really go crazy with root canals, but yeah, that's pretty much it.
Michael: Those were the ones where you're like, I don't wanna do this ever again. Yeah,
Avi: yeah. It's like you do it and then it's like, it looks good on the x-ray and then comes back, and then it's, it's just, I don't know. I, I, I have slowly come around to them, so I will do them here and there, but, . Yeah. Like a lot of dentists out there, I was just like, I would rather let the specialists do this procedure.
Michael: Yeah. Gotcha. Okay, so then you dove into Invisalign or Clearliners, right? Invisalign and then implants. And then you joined A D S O. who's D S O? Did you join
Avi: Yeah. So they were smaller. They were called what was it called? I remember the office name.
The office name was Rose. and then they ended up selling to a bigger one.
gotcha. Yeah. Are you still with them? No. No. So I am now at um, a smaller group practice yeah, they're called Enamel Dentistry. That's where I'm at now. Oh, enamel
Michael: Dentistry. I may know. I don't know. So then when it comes to right now, you worked at how many as an associate?
what are some things you can take away? Like what are some things that you wanna tell, like practice owners, like, Hey man, y'all need to chill out with this. And then like, Hey, do more of that. Less of th Yeah. What are some things you learned?
Avi: Yes. It's funny you say that. I literally have an entire playlist on YouTube with like my reflection from every job.
So definitely they can check that out. But no, it's, uh, I think the biggest thing is like above all, like, remember that your associate is also a doctor and they're also a person. And I say that because, when you treat a colleague like a person, you're gonna treat 'em a little bit differently than you would if they're just someone that you don't really care about.
And I'm not saying like, you know, you need to get all emotional and affectionate and whatnot, but like little things like be a professional. if you're gonna let somebody go, don't text. them. They did that to you. Yep. Uh, if you're gonna let someone go, don't, don't give 'em a phone call.
T talk to 'em, tell 'em face to face and let them know why you're doing it with, you know, with the notice and honor it. Like, just be a professional. and, and the other thing too is like if you actually. understand your business, which I believe a lot of practice owners don't. If you actually understand your business, you should be able to set goals from the beginning when you bring on an associate and have expectations so that way the associate understands what's expected of them. Because if you don't tell me what you, what you really need out of an associate or what you're hoping to achieve, I can't help you.
And so then you fast forward three, six months a year later, and now the owner. Internally has an expectation of their associate. And the associate may not be living up to it, but if that was never communicated, then know, nobody's gonna win there. If you are hiring an associate to just do all of your fillings, be straight up about it.
just say, Hey, I am doing a lot of surgery. I'm looking for a dentist who is willing to do all the basic restorative in the practice. I think dentists are afraid of losing candidates because if they say that, that may scare some people off. But guess what? There are so many associates out there that would love to go to a practice and only do restorative.
So I think they need to know what they want first and then communicate that. And then I think you're gonna have less turnover because when everybody knows what's going on, then the partnership is, much more likely to last longer. those are a couple things. What else? I really, I, I really love it when practices have systems and like really good systems and like, literally like order of functions, just kind of like, Hey, This is how, you know this is how the staff operates.
Like these, this is how we set up. This is like the handoffs. It's not whenever, it's like too much freedom. I take, what I've learned is like if there's too much freedom in a practice, then there is no system, right? Because now you're relying on the associate to kind of piece everything together. And that's frustrating because when you're an associate, I do think you need to, like, they should be allowed to have autonomy, but they should be able to have autonomy in the system that's already created. Otherwise your business is not efficient. Ah,
Michael: that's smart dude. That's smart. Yeah. Cuz I feel like um, that happens quite often. You just feel so overwhelmed and you're like, look, I got extra cash coming in.
I know I need an associate. Or maybe now or eventually, Hey, do this man just, just help me. Right? You just kind of say that, like, just help me with the load. But in reality, , I guess you never really, like you said, dove into like your business and being like, what do I really wanna do? Not wanna do you think it's cuz they don't have time.
Avi: So I think what it is, it's this whole thing where, and this is my theory, is I think a lot of dentists who are practice owners, rewind. You have to go all the way back to like when they graduated dental school. And then I think what happens is they go through associateships. a lot of dentists come out.
Some definitely want to be owners from the get-go. those are the ones who have the best practices and systems because they are entrepreneurs and business owners, and they just went to dental school to have a dental degree and then like, there's two different types.
And so you've got your, your business minded dentist and you've your clinical dentist. And what happens is the business minded dentist dominated in terms of being a practice. and those are the ones who have like, a bunch of practices as well, or maybe just a couple well oiled machines.
Then you've got your clinical guys who go out and what happens is they go and they go to a couple of these associateships and then they get burned by some owners, Things like the owner will take procedures off of the associate's schedule and like really fill. Their own schedule before they fill the associates.
So that's another little takeaway is owners, if you hire an associate, leave treatment on their schedule because you make 70% of what they do. So fill their schedule before you fill your own and everybody wins because you'll have a happy associate that's busy and you're literally gonna make 70% off of what that associate does, and you don't have to do anything.
that's another like mindset thing. But going back to. What happens is they go out, they'll have maybe a couple associateships, they'll get burned, and then they'll get frustrated and they'll be like, okay, screw this. I'm just gonna go open my own practice. And they have zero business, business education.
And then they go and they become a small business owner overnight because the bank just hands out money and then they open up a practice and then they don't know what the heck they're doing. And all they really wanted to do was, they just wanted a place where they. Practice dentistry in like a, and just focus on that, right?
Like if you talk to, I'm sure you talked to a lot of dentists and a lot of 'em just want, I just wanna do the dentistry, right? Mm-hmm. , and, and so they, their only solution in their mind is to go open their own thing. But then now you've just like opened the door to an entirely new career, and you're not even, you don't even have your feet grounded in the one career that you have as a dentist.
And so now it's just like you, you're terrible at being a business owner. And then what happens is that cycle just. , it just keeps perpetuating. Cuz now they're the business owner and the doctor that's an owner. And then they hire an associate and then they traumatize that associate because they don't really know what they wanna do, being the owner.
And it's just, it's bad. Again, this is not everybody, and this is not every practice I've worked in. It's just what I've seen and what I've heard from, you know, from colleagues and it's, uh, yeah, it's, it's like a vicious, it's very vicious. No, a
Michael: thousand percent, man, I, I hear that all the time. When. , you know, like I just wanted to do it on my own terms, my own dentistry, you know, I didn't want people to tell me what to do, buy my own technology or whatever kind of thing.
And then, you know, now they're, they're stuck with that only option. Mm-hmm. , well, I guess in the community that they're in, what would that be? On the only option if they're like shopping around associate, associate, associate and then you're like, there's no, there's no other place I have to do this. That kinda the only option.
Avi: it could be. But my thing is also is I think you could kind of get creative with it, again, there's no such thing as like a magical associateship, but I do think with even just the rise of DSOs and just opportunities out there, I think if you know, as a clinician what you want out of a practice, and you can put your ego.
Because a lot of these, a lot of dentists want to be like the person in control, But like, with great power comes great responsibility and a lot of 'em can't handle it, right? Mm-hmm. . So it's just like, maybe check your ego at the door. If you just want to be like a, a clinician, then you can find a place where you can have a role, like a specified role to do that.
Like they exist. I know they do. I've seen it. and that's why you have some associates who love their job. . they're hyper focused on what they do, and they're really good at it, and they've just found a home. And they're not the owner, right. Or they're not the, the, the number one top dog.
But they're okay with it. Yeah.
Michael: Do do you think you'll ever start your own practice or No. ,
Avi: uh, I don't know. I think I'm gonna start like a movement or something. , before I started practice . I'm looking to make, yeah, I'm, I'm looking to make an impact, I think right now. Yeah. My focus is definitely the, the aligner training program.
and then, uh, yeah, I, I just, I don't know. I'm not, I'm not crazy about practice ownership. I've. , think I could do it. I just don't have an interest in it right now. Gotcha.
Michael: Okay. Gotcha. One little bit, you said you were let go through text, right? You were let go through a phone. Why do you think you were let go?
Avi: So the reason why I was let go through text is because that owner, so that practice, the agreement was that I would be part-time and I was originally, he wanted me to work every Saturday. and I was like, dude, you're crazy. I was like, I one, why are you open every Saturday? And then two, I was, this was the first time I ever heard about it. I was like, dude, I can't work every Saturday. So I was just like, I just need like a couple days. And then, so I was working like two days during the week and then we agreed to like every other Saturday. and it was actually kind of messed up because I was doing it and then this is like right around when I, uh, took that implant course and I gave him a heads up.
I was like, Hey, I'm gonna take an implant course. Is it cool if I. You know this, it's gonna be a couple Saturdays, so I'm not gonna be able to make some of those. But then when I come back, I would love to implement the procedure. And so he was fully set up for implants and he was like, yeah, absolutely.
He, he's like, you should always invest in yourself. He's like, the more you can do the better. And I'm like, sick, this is gonna be awesome. And I did it. I got the, I was doing the implant course and I'm on my, like last day, like the second to last day of this course. and then I got the text from him and he was just like, Hey, we're gonna let you go.
you haven't been working as many days as you originally did, and so we just really need Saturday coverage. Mind you, I've been there for almost a year, so I was just like, I told you that I was gonna do this, and then, and then no response Can that even happen?
it Ha, it happened .
Michael: I'm like, it happened, man. Dude, that's crazy.
Avi: I got the text, I looked at my wife and then I was like, I guess I'm fired. And she's just like, what? And then I was just like, yeah, like, and I showed it and then never heard from him again. Man.
Michael: How long did it take you to find another associate after that?
Avi: So after that one I was like dropped on a. . And then I started looking in Austin. So then that's when I just started cold calling offices in Austin. I called like 30 practices. and get this, like, nobody works on Fridays in Austin. , like every practice I called, they were like four days a week, like Monday through Thursday.
And I'm like, damn, that sounds good. And like, everybody's like enjoying themselves. But no, I, uh, I tapped into my network and then I connected with this Dsso within like, it took me a couple weeks. It took me like two to three weeks to really kind of, to find it. But um, yeah. Okay.
Michael: Yeah. That's good, man. That's good. All right, so then let's talk about that aligners. I know you have like, you know, you do the consulting chorus as well, right? let's open up like Pandora's Box a little bit. Teachers right now, if you can, from someone going from zero cases where they're like, I would love to do more align.
How can we reach to 25? Like what are the instructions and steps that we need to get to?
Avi: Okay. So in a nutshell, you have to simplify it, right? So the biggest thing is like, you cannot a lot of these dentists, these general dentists that you see doing a lot of cases , they're doing it not because they're taking on every ortho case that walks through the door, but they have over time taken on these simple, straightforward cases, gotten good results, and they've gotten confidence to then continue to do them first thing is you gotta talk about it, start talking about it with your patients. So once you know the cases that you can treat, which are basically cases that I refer, I'll just say it, I refer class three cases, bilateral posterior cross bytes. Deep by cases greater than four millimeters.
and teenagers, Those are all the cases that I refer to the orthodontist. Off the bat. I have a conversation with the patient about their issues and then I refer it. So then that way they're more likely to see the specialist and get the treatment that they need. Everybody else is pretty much fair game, so I then have a conversation in, the hygiene exam.
and they show the patients, we have a scanner. You definitely need a scanner. If you wanna do aligners, have to have to have to. And I show them their scan. I educate the patient. I talk about oral health. I do not talk about cosmetics. Mm-hmm. . And then I I believe in the treatment. And so when I believe in something, and as any dentist, if a dentist believes in it and they talk to their patient from a place of belief that it's going to improve that patient's oral health and life in some way, the patients are way more likely to accept it. it's that simple. it can be scary because it's something new. But it's that simple and that's how you start. And then um, and then I would say get a mentor, right? And, and cuz that's what I did. I, I pretty much did it. And I got a mentor, Dr. Christina Blocker. She helped me out early on, like setting up cases. sure not every case was perfect off when I first started.
Uh, I definitely made some mistakes. Everybody does when they start something new. but you have to just have the confidence to continue to push forward because, you know, with ortho it, there's gonna be patterns. And so when you take on a certain number or certain types of cases, you're gonna see certain patterns it, it's honestly easier than doing a composite class two filling.
and it's a lot of fun. I like it because you get to, you get to see a patient's. Entire mouth transformed. most of my patients that come out that were bought in for the oral health aspect and they complied, they come back and they're just like, doc, I actually floss my teeth now. And I was like, oh, wow.
And then they're like, I love it. They're like, I can't not floss my teeth. Because they're like, I can feel it. They're like, I feel the difference. And so that's why I love, that's another reason why I love aligners is because it's like this daily, it's this daily kind of like accountability. , You take them out when you eat, when you're done eating, if you don't brush and floss and you pop them back in, all the food between your teeth, you're gonna feel it, right?
Yeah. So patients will, they'll take out their liner, their brush, they'll floss, they'll put it in. So you got patients that are flossing and brushing like four or five times a day for eight months, and then when they're done, you're just like, Hey, you only have to brush twice and floss once. And they're just like, , it's, that's so easy.
And so it's like this habit that gets built and it's just like a beautiful, like comprehensive way to just treat your patients.
Michael: What are some, I guess, mistakes you've seen along the road where that maybe like some of your clients or people have been making where you're like, no wonder, no wonder you haven't reached or passed this threshold or breaking point or,
Avi: Uh, I think it's lack of education.
I just think a lot of dentists are doing it, not really knowing what's going on. Honestly, because it's like what happens is, and I blame the aligner companies for this, is they make it seem as though it's as easy as scan the patient, upload the records. , they'll give you like a, a simulation and then you just hit accept and you get it.
Like, that's what I thought when I first started. And there's, I bet there's a bunch of guts listening right now that are shaking their heads, and agreeing, or they're, some of 'em probably just like, wait, that's not what you're supposed to do. No, that's not what you're supposed to do. You're not supposed to accept that first treatment plan.
You have to make modifications, but you're not gonna know what modifications to do. , you know, you've been taught. So that is something that really helped my confidence and accelerated, my ability to do cases is because I kind of knew the guardrails, right? I knew, I was just like, look, I just don't wanna cause any harm to this patient and I wanna improve the current situation.
How do I do that? And so it was by knowing what to do and what not to do, and. . after you do them. Like I said, you find the patterns, you get more comfortable with it. But the biggest thing is, yeah, as people accept the first treatment plan and they, they don't know that you're not supposed to do that.
Michael: So then I guess, how do you, how do you go from there? You don't accept the first treatment plan. You're like, okay, I'm gonna continue to make, where's the guardrails? Yeah, where's the guard?
Avi: Yeah. So for those, you always focus on the chief complaint. Basically what are you trying to solve, right?
Like, are you trying to just fix the crowding on the bottom? Are you trying to close spaces? Are you trying to, you know, the patient doesn't like the way their teeth stick, like flare out and they wanna bring that in. So it's all case dependent. But then once you know that, then you need to just, make sure you're making the movements.
that are going to achieve that result. And you're eliminating the movements that are not going to help that, cuz that's what happens is essentially what happens is you submit a case and an algorithm kicks back to you. The result and the algorithms programmed in a very general sense. You as a dentist have to make the modifications to personalize it and customize it for your case.
basically to answer your questions like, okay, so we're, that's literally why I created my program because there really, unless you have like another doctor helping you out, like there's not really that many, things out there resource wise that are accessible for dentists. There are some like in-person courses like Dr.
Galler, uh, hi, his course is, , you know, but it's an in-person course and there's a wait list. So I, I think it's, money well spent to take his course. But you also need to know the basics before you go diving into that because, um, you can go there and, and, and learn all that, but if you, you don't know how to like, have the conversation and implement it, right.
You're gonna struggle. So yeah, it, it's crazy like this, the world of aligners, it's, it's starting to take over. , I think it's already made its way into obviously the dental industry. Mm-hmm. . Mm-hmm. . Um, But at this point dentists have to have to skill up and invest in learning how to do this and bring it into their practice.
And there's so many different resources out there. And there's gonna be even more in the future, I believe.
Michael: Okay, man. Nice. So then production wise, how much can someone expect collections and productions to, for example, let's go with that case study from zero to 20.
Avi: so each case is, I believe they were charging like 48, 75.
just for the treatment. And then I think they charge like 700 bucks for the retainers. So that's like 55, 75, I mean, it's around $250,000, right? No, 25 times five. No, that was like a hundred and something. . No.
Michael: still? No, I mean, like, that's a, huge amount, you know? and how much is like your, your course or your consulting?
Avi: So yeah, so right now I'm not doing the consulting, I'm just doing the course right now. My course is a thousand bucks. Oh, okay. Yeah, it's in intro pricing. Definitely gonna be raising the cost. But it's a thousand bucks. You. Like I said, all the modules to learn how to do this, you get the cheat sheets scripts for the team, teaches everybody what to say.
I go over some like insurance stuff, like people are always kind of confused on how to bill for it. I, I cover that. And then I also do a year of training, right, the year of monthly coaching. So let's say you take the course and then six months later you're like, oh, like I have a bunch of cases. I dunno what to do.
You can hop on the monthly call and then I can help you out. So that's my way of. being able to do like a group coaching type situation. But yeah, I tell doctors, I was just like, if you're serious about doing aligners, take my course. You will definitely start at least one case after, uh, and that you've already made your money back plus some.
Michael: Yeah. Okay. Nice man. I like that. So then, right now, what do you think a dentist can do today to improve their.
Avi: A dentist they can do to improve their business. I think they can invest in systems to help automate as much of their business as possible. Cuz what that's gonna do is that's gonna lead to less stress for them.
Cuz when things are systemized and automated and there's protocols, it just has a trickle down effect and it just will oh, bring them a lot more peace. , And then they should also invest in education. Because the more procedures that you can offer, You know, The more services right, your, your, your patients are able to kind of take, take up and do.
So whether it's aligners, whether it's implants, whether it's Botox go learn this stuff. And I think the more the experience, dentists kind of know this, but the, the ones who may be younger or just may not have been thinking about it as much. You, uh, you went to dental school to learn how to not hurt people.
And after that is where you actually learn different skills and procedures and techniques and you can learn it from people who have done it and you know who, who it's worked for them, it's worked for others. So, yeah, those are the two biggest things that I would say they could do to improve their business.
Michael: Nice man. Okay. Okay. Awesome man. So then if we wanted to reach out to you, where can we.
Avi: Uh, easiest place would be Instagram. Uh, my handle is Dr. Avie and Doctor is spelled out. I also have the YouTube channel, but yeah, if you wanna reach out to me, just shoot me a DM on Instagram. easiest way. Okay. And what's next for you?
Michael: Do you plan to do lectures, like workshops or how does that, like, or do you, I mean, you already said you didn't wanna own your own practice,
Avi: but like yeah. So yeah. So right now, right, I, I've got this online training program. I think what's next is growing that as big as I can, trying to make as big of an impact. And then after that, I really want to try to find a way to help dentists out, uh, on the mental health side.
The, the depression, the stress, the suicides, all that stuff, because I've seen it, like I've been in that dark hole of dentistry that a lot of dentists have either been in and gotten outta or are still stuck in. I don't have like a real stat, but I would, I would say about 70 to 80% of dentists have felt some form of depression just because of the realities that, that we face as being dentists, especially when you're early on and, I wanna be able to, to create something and, and, and help people help other dentists rather, either work through it or.
Or, or completely avoid it if possible. So that'll take me time. But yeah, that's, that's next. That's where like a deep passion of mine is.
Michael: where were you when that happened to you? Like what, why was that happening to you?
Avi: So this was like, uh, like right before the pandemic, and it was just because I was in and outta so many jobs.
I was in and outta so many jobs and I couldn't, I couldn't hold an associateship for like three to four months. Right. I had like, I was burning out on, on the procedures and I was just kind of like, did I make a mistake becoming a dentist? Like this sucks. Like, I thought this was because for me, like my uncle's a dentist and I actually wanted to be a dentist because of him, because I saw the life that he was living, like he was able to like help his patients.
You know, His patients loved him. He was able to just good do good work. He worked great hours, great family. He was able to golf. He was, he was living a very, like, good and comfortable life. And then I became a dentist and I was like, oh, can't wait for that to happen.
And then it's just like, , I started looking at the realities. I'm like, okay, so $500,000 in debt. making like 125 grand a year. Uh, like I'm in and out. Like I, I'm doing shit that I don't even like, like I was just like, where is this fun? Like when, like when does this get fun? ? Yeah. So, yeah.
And that's when I, I just like invested in myself, right? And I was like, okay, I need to learn something. I need to do something. Cause if I just let the profession guide me, the profession was, was not going to help me. The only person who's gonna help you is yourself.
And then ever since then, I had like a mindset switch. And now I've just been following my passions and, you know, it's been like a progressive thing, right? . The first passion was the procedure, Was aligners, and then the next passion was teaching, which is now, which was then the consulting, which is, you know, has now morphed into the online course.
And so that's kind of what I'm doing. Like I'm just, at this point, I'm like, if I just follow the passion. I will be happier and I will be in a better place than where I was previously. And I think a lot of dentists have to wall off their passions or they feel like they have to wall off their passions.
Because the only other examples really that they have out there in terms of like what other dentists are doing is this whole model of like, okay, I. Graduate dental school being associate, okay, now I need to get my own practice. Okay, now I need to get five practices. Okay, now I need, you know what I mean?
And it's like mm-hmm. , there's other ways to do this. You just have to pause, out what lights you up and what makes you want. , to get up every day excited. Some people it's, it is running multiple opposites. Some people love that. Mm-hmm. , some people love, just wanna do insane, crazy, cool surgery.
Some people just want to kind of like coast and chill. Some people want to be entrepreneurs and, have a side hustle and create something outside of dentistry completely. I think it's all possible. I think we have to stop lying to ourselves and, and stop telling ourselves that, there's only one way to be successful as a dentist.
Because it's just not true. Yeah.
Michael: I think that's where sometimes the depression can come in, right? Where you kind of mm-hmm. because you hear a bunch of things of it. You hear like follow your passion. Then you hear people like, nah, follow the work. Right? Like what? Make it work. And then another thing, no, follow your talents, right?
Then everything else will fall into play. So you're like kind of picking and choosing the, the road you. You think you're good at something, but then you find out 80 billion other people are better at it. And you're like, well, that's not my talent. Oops. So should I have gone the other way? And it gets confusing, man.
It gets confusing.
Avi: And then it gets lonely too. Like dentistry's lonely. Like a lot of dentists are practicing by themselves, you know, sometimes they do get to practice with another dentist or such. So it's that's the other thing is like for me, Yeah, it got lonely too. Like I didn't, all my friends, like I went to NYU and all my friends, like, pretty much, we all graduated and scattered.
A lot of them went back to California. Some were in Canada, some were, they, they went up to like Massachusetts and stuff like that, and, and it's just like it's very easy to get disconnected, from your peers. And so that's why it's super cool when I see these other communities out there for, for dentists.
Um, It's awesome and I'm actually pumped cause I'm going to a conference tomorrow, voices of Dentistry and I'm excited to just meet other dentists, just meet 'em and see what's going on and, and so that's the other aspect of my program. is, uh, I have like a Slack community as well, and it's just a, another space for like-minded dentists to just kind of like be together and, and connect with each other.
And so I'm hoping that also continues to grow and, kind of how these other communities have, like their meetups and conferences and stuff. So, we'll, we'll see how that takes shape, but I think more than anything, like if you're a dentist out there, , if you're feeling lonely, you just need someone to talk to.
Like, you can hit me up. We don't, we don't have to talk about aligners or growing your business like we could. We could just, we could just, you know, we could just talk. Uh, it's always cool meeting people because I feel like a lot of us are, are going through or have gone through like similar things. sometimes just Feels good to know that you're not the only person that's experienced it. And then kinda just hearing ways to kinda combat your situation. Yeah.
Michael: Kind of sounds like you fell in love with. or you really enjoy doing a procedure right now, but you're more in love with the mental health aspect. You know what I mean?
Of like, we really gotta get this thing to blossom somehow, but right now what I need, you know what I mean, to, for my mental health is the, uh, director of liners or that thing, you know what I mean?
Avi: Correct, correct. Yeah. No, and that's the thing is I think it's a stepping stone, right? It, I think it's, uh, something of value that will generate. You know, You, you're gonna have happier patients. The doctors make more money after they take the course, obviously. Like I get to make some money off of it too. But it's a step, it's like a a means to, yeah. To this greater, this greater thing. I could get on stage and start motivating people, but like, who the heck is this guy?
, you have to kinda establish yourself first. And that's what I'm doing. I'm just in the process of, doing that. But by the way, I'm the director of aligners that that didn't work out. That's what I was hoping would, would be a thing at that dsl. But yeah, right now I'm, I'm just kind of building my own.
I'm just calling you
Michael: that right now is the Hey, he line . You know what I mean? Like of his own thing, you know what I mean? That's cool. Awesome. Avi, man, I appreciate your time and real quick again, let people know where they can find you.
Avi: Yeah, on Instagram my handle is Dr. Avi.
Michael: Awesome guys. So that's gonna be in the show notes below along with everything else that was mentioned.
And Avi, thank you so much for being with us. It was a pleasure. And we'll hear from you soon. Awesome.
Avi: Thanks for having me.
In this episode, Susan Laine, from 180 Dental, gives us her three best tips for a smooth and easy billing process!
- Determine Your Business Type - You can register as a sole proprietor, s corp, or pc business. If you are planning on having associates, it may be beneficial to incorporate, rather than use your social security number for tax ID!
- Input Incoming Associate Data - If you have an incoming associate, getting their tax and credentialing information in your practice management software as soon as possible will offer the smoothest transition!
- Inactivate Old Providers - This can be a handy way to transition practice ownership in software such as Dentrix, Eaglesoft, or Open Dental. Inactivating the old provider when bringing in the new provider, allows them to pick up where you left off in a seamless schedule transfer!
Listen in on Michael and Susan's conversation to get more in depth on these three topics and more!
You can reach out to Susan Laine here:
Instagram: @180dental
Other Mentions and Links:
Dentrix
Eaglesoft
Open Dental
Sole Proprietor
S Corp
PC - Professional Corporation
Lori I Owens
NPI - National Provider Identifier
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
SCHEDULE A FREE DEMO TODAY!
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Thank you for supporting the podcast by checking out our sponsors!
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey Suzanne. So talk to us about medical and dental billing. How can we utilize this, or what advice or suggestions can you give us that will help us with doing medical and dental billing?
Susan: I have some ideas, some suggestions. That is for any office. Mm-hmm. , you know, my company, we specialize in Dentrix, Dentrix.
and my company goes in and we do a lot of transitions. So what I'd like to pinpoint today are three key things that will help a startup or somebody who is thinking about bringing in an associate to make sure that, one, they're getting paid. Two, the associate is getting paid and they can track their numbers. So, . The three things that I really wanna highlight, one is how you're setting up your company as a pc, an S corp, or just a sole proprietor. You know, as a new dentist comes in, they have a choice. Mm-hmm. , it is recommended and you know, I think Lori Owens and some of the other people out there would definitely agree.
setting up your company, which is your dental practice as an S corp, has specific tax advantages, and it also gives you some long-term down the road advantages because if you set yourself up as a PC or an S corp, you're not using your social. as your tax identification number. You're also, able to set it up as a type two N P I, and that is very beneficial, right from the startup.
But again, even if you're already in your practice, you've had your practice for a while, you're looking for an associate, if you set up your tax ID as having a type two m. , you can bill under that entity and then your provider can change. For instance, like if a female dentist needs to go on maternity leave and she has a locum tenants come in for six, eight weeks, they can bill under the tax ID for the corporation, the type two n p.
With the new locum tenants provider, and there could be a contract in place for that specific timeframe. Hmm. And it doesn't need additional credentialing. It doesn't need W nine sent for each and every claim during that six to eight week period. Or you know, I had a, I had one of my clients who was an avid golfer, he ended up needing back surgery and was out for five and a half weeks and in a back brace.
Mm-hmm. and came back very slow. So he had a contract for a locum tenants and it was still bill out under his type two. And it worked out very well. As long as you have your contracts in place to do it that way, there's a lot of legal. loopholes that you can use. But I do suggest that you always, and this is a startup or a, you know, an individual practice that's already going seek good legal advice.
I'm not a lawyer, but there are really good people out there that can advise you in that is just a suggestion. you know, with that in mind, when you have somebody come in and you're paying them on either, collections or product, You wanna be sure that you are paying them what they should be paid.
And in Dentrix well and Eaglesoft and Open Dental, you wanna set that person up before they ever enter your practice and see a patient. , for instance. Um, a transition. This is what my company does quite a bit in transitions, is when we know that there's negotiations, we will get the credentials of the incoming dentist, his N p I license, d e a.
We set it up in Dentrix and we can build his schedule and build it up. months before he ever sets foot to see patients so that there is a smooth transition. Your schedule is full. You have, you know, no lag in production. Well, you're gonna have that here and there. The sooner you set up a new provider in your system, the better it is with scheduling, the easier it is to get them paid in a timely manner and know exactly.
how they should be paid. Figuring out, you know, if they want, if they want 35% of collections, what is that per day? You wanna look at that backwards and do the calculations mathematically to make sure that you have the production on the schedule. The third point, I'm just gonna close with today. is, I wanna talk about, the process within inactivating old providers in Dentrix, which is where my love for software came from, is with Inactivating, that old provider, you can reactivate a provider after you move the patients over. I just did this again for another office. They purchased on 1231, brand new dentist came in. We set up the transitioning senior dentist as an associate, and we closed everything out and moved all the patients to the new purchasing doctor. We reactivated the seller as an associate, and now all of. Finances cuz he purchased the ar.
Mm-hmm. are under the corporate, the schedule is under the new doctor. And this can be done in Eaglesoft, in Open Dental. It's just understanding the software, understanding how you wanna structure your business. So those three things are really gonna help out any dentist, whether you're a startup transitioning with a senior doctor that is moving out as retirement encroaches, or if you're bringing on a brand new a.
you wanna look at those three key things to really help set yourself up for success. Gotcha. So
Michael: these three things, how do, I guess, how does that ease the process? Also with the billing part?
Susan: With billing, especially with the N P I. Mm-hmm. , you can credential your type two. , and again, when you have a locum tenants come in, it continues under that tax id, and you don't have that lag in claim processing as long as you have it set up so that you have it in writing and you have that temporary doctor coming in and everything is already on the claim for that provider.
So, , it helps get you paid timely without having to delay and say, who's this? We don't understand who this person is. Mm-hmm. ,
Michael: what are some of the most common mistakes when it comes to utilizing Dentrix or, or, or doing this right here? When, when it comes to like the, the yang of the, uh, I guess like the three processes that you mentioned.
Susan: I have had to go in and run audits on some offices that have utilized a sole proprietor's social security number when they have somebody come in temporarily and one, you're paying the taxes for all of that income. , that's a negative. You don't wanna have to pay self-employment taxes on all of that income.
Two, the provider that does the service legally has to be on that claim. Mm-hmm. , you cannot legally do it any other way other than listing that provider. So I've had to go back through and audit for the insurance companies in the past, and it is, an infraction, and there are fines involved and it can be construed as fraud.
Mm-hmm. , but I hate to say that word because it really scares people, .
Michael: No, it's true. Yeah, yeah, yeah. So it can be construed. It's true. It can be construed as that. What else?
Susan: Yes. . So with setting things up in your system for the way Dentrix does it, you can also utilize block scheduling for multiple providers. and you can really help your office flow. And meet or exceed your goals consistently on a daily basis. So if you have your providers set up correctly, you can actually implement that into Dentrix on a daily basis, and you can go home at the end of the night and feel like you have really accomplished a good day and that you met your goal.
Michael: Yeah. Yeah. The block scheduling I think works pretty, pretty real, really well. You know what I mean? When we know how to utilize that. This is really good. We want to understand how are you setting up your company right from the very GetGo, uh, L L C you said, right? S corp. What
Susan: was that one for? A pc?
Michael: Yes. Pc, yeah. What would you recommend when it comes to those three, the best? Depending on their goals.
Susan: Depending on their goals. if they never wanted to bring an associate, you can set it up as a sole proprietor. , I would advise talking to a C P A to see if there's probably a tax advantage for being an S-corp over all of that self-employment tax.
So me, I suggest always going with an S-corp and then credentialing that S-corp. Now, credentialing and contracting are two different things. What's the differe? Credentialing is that background check that the insurance company does to say that you are a licensed dentist in the state that you are wanting to practice. That you have an active license that has no infractions against it, and that you are operating in the scope of that license. So that's the credentialing process. That's why you have to give them your malpractice insurance, a copy of your license, your photocopy of your id, your dea, e. All of that is credentialing and you can be fee for service.
But you still have to credential so that you can get paid. They need that W nine with your tax id. They need to know that your tax ID matches your I R s confirmation that you're gonna pay taxes on the income, cuz they're gonna issue you a 10 99 from the insurance company based on that tax id. with.
all of that information, I really think that you're gonna see the best results by being an S-corp.
Michael: Gotcha. Okay. So S-corp, if, if anything, right, like right now we're like, okay, we wanna have an associate, you know, we wanna do all these other things that you mentioned. We wanna have an S-corp have the associate in Dentrix as well, right?
Yes. Whenever you start bringing them. And
Susan: then And market. Yay. Marketing. Yeah. Yeah.
Michael: And marketing. Inden.
Susan: yes, open dental, Eaglesoft. They all have the ability now to text, email, do campaigns. They can put it out on their website and do a blast. There are so many opportunities to get information out there now, of all the transitions that I've seen over the course of the last, you know, almost two decades that I've had my company.
what has been detrimental is not informing people, not letting them know that there is a doctor that is retiring or that the office is selling. they get a feeling of betrayal a little bit. , they get their feelings hurt when there's not transparency there. So I, I'm a huge advocate for marketing the new incoming provider at any stage, you know, even, even if a doctor's, you know, going out for surgery or a doctor is going out from maternity leave.
They wanna be included. Not just your staff, but your patients. They wanna feel a little bit of a connection.
Michael: Gotcha. Yeah, I a hundred percent agree with that. Like you wanna, you know what I mean, like let them know you're part of the family kind of thing, you know, so. Exactly. Gotcha. Okay. So in a nutshell, these three steps and processes or methods help out specifically how with our, our medical and dental.
Susan: getting you paid, you want paid, how are you gonna get paid? You wanna get paid fast, have things in place so that that happens. Mm-hmm. , these three things will help you get there.
Michael: Get paid. Gotcha. Get paid. Awesome. Awesome, Suzanne. Thank you. I appreciate your time and if anyone has further questions, you can find her on the Dental Marketer Society Facebook group, or where can they reach out to you
Susan: directly? My website is, 180 dental.net. I'm also on Instagram at 180 Dental and Facebook at 180 Dental. Awesome. So they can reach out to me on any social media platform and I primarily work with other dental referrals. I don't have a marketing campaign where I solicit.
Michael: that's good.
Referrals is like the best way. You know what? It
Susan: really is. It is. I love, I love what I do and I love my clients. Nice. Wonderful. My team is very good at cleaning up Dentrix databases after a transition or before to get your numbers. So they're real. Yeah, they're trustworthy.
Michael: Gotcha. Awesome. So guys, that's all gonna be in the show notes below.
If you wanna reach out to Suzanne and Suzanne, thank you for being with me on this Monday morning marketing episode. Thank
Susan: you. I appreciate it.
This Episode is Sponsored By:
CARESTACK | Cloud-Based Dental Software
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Guest: Ross Brannon
Business Name: Ross Brannon Financial Advisor
Check out Ross's Media:
850-566-7999
Other Mentions and Links:
Florida State University
Merrill Lynch
Morgan Stanley
RIA - Registered Investment Advisor
Ally Bank
Bank of America
Costco
Usain Bolt 12,000,000 Savings Lost
Dave Ramsey
Dan Sullivan - Why I Don't Believe in Retirement
Bitcoin
Dogecoin
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- If your savings and checking accounts are an iPhone swipe away, they are too close! Try opening accounts at different financial institutions.
- Always look for testimonials and high quality recommendations when considering a financial advisor.
- Instead of an end of the year CPA, search for a financial planner for quarterly tax planning.
- Do not sell your practice to a DSO too early! Owning a cash flowing practice over time can be much better that multiple years of up front revenue in an offer.
- Have a plan for retirement. If you are aimless in post-retirement plans, it will be an abrupt transition.
- The difference between a true business owner and a self employed individual, is that the business owner can walk away and it continues to run.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
Episode Transcript (Auto-Generated - Please Excuse Errors)
Michael: Hey, are you tired of managing multiple systems and worrying about the security of your patient's? Inform. Well Care Stack has got you covered. It's the ALLIN one cloud-based practice management solution for your practice. Here's a couple reasons why you need to switch over to Care Stack. They, number one, streamline your workflow with appointment scheduling, electronic healthcare records and billing management.
Allin one, platform. Number two, not only will you save time, but you'll also improve the quality of patient care by having all the information you need about your patients in one. Number three, and the best part I think is Care Stack is cloud-based, so you and your team can access the information you need from anywhere at any time.
Number four, with enhanced security measures in place, you can feel confident that your patient's sensitive information is protected. Five Care Stack is also customizable, guys, so you can tailor it to meet the specific needs of your. Six. It integrates with other tools and systems you already use, such as digital imaging, software and laboratory management systems.
And seven, with the user-friendly interface, you and your team will be up and running in no time. These are just a couple reasons why, out of many, many reasons. So invest in your practice success with Care Stack. So go on the show notes below. Click on the first. In the show notes below to schedule a free personalized demo with Care Stack.
And if you like what you see, you get the exclusive deal just for being a listener of the podcast. So go in the show notes below, check out what the exclusive deal is, the promotion right now happening with Care Stack, and also at the same time, schedule a free demo with Care Stack. You have nothing to lose, so go check that out.
Hey, what's up guys? Welcome back to the Dental Marketer Podcast. I'm your host, Michael aas, and in this episode I'm speaking with Ross Brannan, who's a financial advisor and a strategic wealth specialist, and we dive into some really interesting topics and questions. He does holistic planning and he goes deeper into what that specifically is, and we discuss how there's so many financial planners, advisors out there.
So how do we know who to trust and who we're. Take our money. So we dive into that. We also discuss how we can reduce taxes legally and what strategies dentists would appreciate most when it comes to budgeting or accruing wealth and savings. And then we discuss what he hates and loves about dentistry, how he thinks.
Every dentist needs a system to ask for referrals, and we dive deeper into that topic and how people weren't really designed to retire, and we also dive deeper into that and what he means by that. So guys, without further delay, here is Ross.
Ross, how's it going?
Ross: Brighton, Mike, how are
Michael: you? I'm doing pretty good. Thanks for asking. If you don't mind me asking, where are you located right now?
Ross: I'm in Tallahassee, Florida. Oh, nice. So, uh, it, you know, it's, you know, it's January right now and it's 75 degrees in humid.
So, uh, we don't really have a winter here.
Michael: Yeah, that sounds nice right now though. You know what I mean? Like in. Like the weather, the degrees, and the heat. But that's all good. That's good. So Ross, tell me a little bit about your past, your present. How'd you get to where you are today? So
Ross: I grew up in Atlanta.
Uh, and I went to play football and scholarship at Florida State University back in the mid nineties, mid to late nineties. Uh, came to Florida State, had a lot of success. Um, started. On a national championship winning team in 1999, unfortunately had six knee surgeries while I was playing at F S U, so I didn't finish my career, but, uh, ended up staying in Tallahassee.
Ended up marrying a local girl, now have five kids and two dogs. And I was a client of the firm that I'm a part of now, and I'd always been kind of financially minded and they kind of saw that so. Asked me to come work with them. And that was many years ago. Uh, and, and then, you know, I, as I'm working as a financial advisor, I work with a friend who's an orthodontist, and next thing you know, he introduces me to his college roommate who's a, who's a general dentist.
And the snowball effect happens. And next thing you know, I've got dentists all over the country as clients and, uh, it's just kind of where I started focusing. Gotcha.
Michael: So your area of expertise is,
Ross: So I do personal financial planning for dentists now, and, and that's, that's a little bit different. Um, you know, cause I do holistic planning, so it's a little bit different than the traditional financial advisor.
So to kind of educate people, there's a couple different silos in the financial advisor world. You have probably the majority of people are what's called assets that are management, you know, Might be a Merrill Lynch, it might be a, uh, Morgan Stanley, it might be an independent r i a, which stands for Registered Investment Advisor.
And all they do is gather assets. So you really don't, they won't talk to you typically unless you have half a million dollars or more. And they will ma help you manage your money. And that's investment accounts, IRAs, things like that. And there's nothing wrong with that. That's, that's definitely a, they, they do, they help a lot of people then you.
Maybe like the Northwestern Mutuals who do a little, a little more insurance work, what might be disability or life insurance. And then there's, there's very few, but I, I think it's probably the best. It's kind of what's you see as some, practices and advisors that integrate both insurance and investments, but then you find even less who really do planning.
So a lot of times planning is basically planning around the facilitation of a financial product. Now we all need financial products. That's not bad. Is it really planning? So when we talk about holistic planning, the question is, what does that mean? Well, that means looking at everything that your money touches.
So it could be something as boring as auto insurance, something as complex as legal in the state documents. or something as as practical as how much money you save and where you save it. And oh, by the way, if you're saving money in a checking account, that's great. Nobody gets paid on that, and that's why nobody talks about that.
But that's something you have to talk about because having liquidity and saving money is a big deal.
Michael: Yeah, that was a big deal, especially like two years ago, right in the middle of everything where everything was like covid and stuff like that. So holistic planning is everything your. Touches. So is that kind of like when we sit down and we are doing a budget, we're like, okay, where's our money coming out of?
Like where? We're in debt. Well, yeah.
Ross: so I've got some strong opinions on lots of topics. Budgeting is one of them. I, I don't think what I call spreadsheet budgeting works very well unless you're an engineer. And I'm not an engineer, and most people aren't engineers. Some people are.
And so I'll ask people, Hey, what does it cost you live? What's your burn rate every month? And they'll be like, they'll look at me like I'm an alien. They have no idea. . So let's suppose their burn rate to $20,000 a month. Mm-hmm. . And let's suppose they bring home after tax $30,000 a month. And I'll say, okay, you're saving 10 grand a month.
Right. They, they in look at me like I'm an alien, so I'm not here to put you on beans and rice. And if you're a dentist, you probably don't need to be. Some, some might, but you probably don't need to be. And so it's like, let's create a cash flow structure. that makes sense and works for you. the typical cash flow structure is all your check goes in your check account, you spend what's there, whatever's left over you save.
And that's typically not very much.
Michael: Mm-hmm. . Mm-hmm. .
I feel like that's what we, we kind of tend to do a lot. So then let's do that. Let's build a cash flow structure. What does that look
Ross: like? So because expenses rise to mean income, it's Parkinson's law. So that would mean something as simple as, okay, I have a dedicated account somewhere else, and that account, my check goes into that account.
Let's just use my numbers of 20 and 30 as an example. $20,000 goes down to that, or $30,000 goes to that account. I need 20 a live. So that account then transfers 20 year checking account to live. And so now I'm automatically, by default, saving 10,000. . Mm. And so then every month it adds up. It adds up. So you build enough of a rainy day fund for whatever you need, that four.
Then once it starts getting to a certain level, then you start saving. Then you start deploying that money to other investments. Too many people they're only savings as a 401K or something like that and, and then there's plenty of people listening saying, oh, I saved more than that, but I can promise you you're not saving as much as you could be or should.
So
Michael: how can we do that? What, what, because you're kind of talking about , you're also talking about me here. Like, I'm like, oh my everybody. Exactly. Yeah. It's a, it's a human being thing. It, it's exactly what I do. Like, I, I, and there's something in me where I'm like, I don't wanna see my checking account ever hit a specific number kind of thing, right.
And I can allocate whatever left I have to savings and other things like that. But, . So you're saying have a specific account, make all the money go there, then by default, take out what you need to live.
Ross: Yes. And they do not, they cannot be at the same financial institution. So for example, if you Bank of a Bank of America, you can't have two checking accounts or saving the account of checking account, run next to each other because it's only an iPhone.
Swipe away. Yeah. I closed my savings account at my bank because it was just an iPhone swipe away. So you had, they have to be at separate financial institu. And what you do is you have the money. So if you bank of a Bank of America, you set up, you know, let's suppose you put, oh, your check goes into some online account.
Let's call it Ally. Let's suppose your check goes to Ally. You don't have Ally. Push the money, you have Bank of America pull the money that way it avoids a fee.
Michael: Mm. Okay. Okay. I like this. So then if we're not pro like spreadsheet budget, Where do we start? For example? Let's just say, so,
Ross: uh, continue.
Here's what I do. Okay? I'll go, what's, okay? What's your car payment? Uh, it's $560 for the month. Well, then I round up and call it 600 bucks. Okay. What do you spend on your cell phone? It's $213. That's two 50. And just round up, create a built-in fudge factor. Just go through every expense. What is gas? Well, gas is obviously a variable expense. Let's go on the high side. What is grocer? , let's go on the high side. Therefore, we have a 500 to a thousand dollars fudge factor built in because there's always things that come up. all right, so maybe your real cost will be is 9,000, but we're saying it's 10,000. And so we build that fudge factor in.
Now you still have to be aware, cognizant of how much you're swiping, cuz nobody pays for cash anymore. you gotta be careful how much you click the Amazon button. so that's like legalized crack, that Amazon button. Um, yeah, it's so, so we have to do that now if you're a higher income person, because for dentists you mean, you've got dentists making, lower income, and then you've got dentists who are making much higher income.
But if you're a higher income dentist, uh, the best way to save is to reduce your tax liability, to reduce the amount of taxes you owe. And then to the, the typical response is, I'm doing the best I can. My CPA says I am. and I would argue, no, you're not. More than likely you're not, because most CPAs don't do tax planning.
Most CPAs prepare tax returns. That's what you're paying them to do. There are the rare tax planning CPAs, many of whom I know. Um, , but if you're not meeting with your C B A on a quarterly basis, you're not doing tax planning. that doesn't mean they're bad or they're a bad person. It's just the average C P A probably has 500 clients and, uh, you know, maybe five or 10% or less.
are the super high income business owners. The rest are W2 employees, and so they aren't motivated to go learn advanced tax reduction techniques for the minority. It's just human nature. And so you have to begin to think outside of the box because we've been conditioned to think, oh, I have to pay what I have to pay.
And uh, I was looking at a client case today. This guy makes $5 million a year. and through proper tax planning, it looks very likely that he'll be able to save a million dollars in tax if he implements the strategies that are available. Mm-hmm. , so there's a couple things there. Everyone's situation is different, so that doesn't mean that's you.
and it requires work and you have to do certain things. So, When this is presented to this individual, he may not like the strategy for X, Y, and Z reason, and that's fine, but he just won't get the tax benefit from it.
Michael: Gotcha. When it comes to that, what strategies have you noticed that are more popular?
More what more dentists would appreciate, and ones that are
Ross: like, eh, Well, it all depends. So the, so obviously the, the low hanging for the easy one is a 401k, so you can put, you know, up to 60 some odd thousand dollars into a 401k with, um, the profit sharing, uh, portion of it. And, and that's, that's a deduction.
That's, that's right away. It's easy. you could then go on top of that with a cash balance plan. The way a cash balance plan works though, it's dependent on the census, meaning the age and demographics of your, your employees. So the older you are, the better. So if you're older and your employees are younger, it's better.
But if you're 28 years old and all your employees are 45, it will not work. The numbers just don't make sense. So those are some low hanging fruit ones. Uh, there are some more advanced strategies that Some of them are, they're all a little more outside the box, but they are, uh, they work and you people just have to have an open mind and learn about 'em and see how they feel about 'em once they, once, once they hear
Michael: about ' em.
Like what are some of those? The out of
Ross: the box ones? Well, there's certain charitable strategies that you could do. So you could do, uh, and obviously this is not a recommendation cuz everyone's situation's different. So you could do a charitable remainder trust and there's all different variations of. . so that that could be something.
there are, uh, certain types of, um, investments that have, deductions tied to them. and so, yeah, and I'm, I'm speaking generally for the purposes of, you know, just cuz I don't want people to think I'm making recommendation mm-hmm. , but it really comes down to everyone's fact pattern is differently.
So, . I'm 45. I have five children. I live in Florida. My situation is uniquely different than yours. You're younger than me. You live in California. every dentist situation is different, but if you are a high income earner, there are situations where advanced planning strategies can make sense and could potentially reduce your tax.
Michael: Yeah. Cause I think that's something that we all wanna, , all wanna do as much as possible, reduce taxes. Well, well,
Ross: I would argue the highest rate of return you're ever gonna receive is a dollar taken back from the irs. The second highest rate of return, in my opinion, is investing in your business. So there's no financial product or widget that I can offer you that is going to give you a higher return than those two.
Yeah.
Michael: I feel like, um, when it comes to your type of planning, right? Um, cuz you do personal financial planning, right? Not holistic planning,
Ross: right? Well, holistic, it's, it's p holistic is personal. So we're looking at everything
Michael: here. So when you're looking at everything, and maybe a practice owner also does separate things, right?
Maybe they have investments in real estate, things like that. are those things like you recommend that or not? Maybe not recommend, but you're like, oh, that, that looks good. When it comes to reducing
Ross: taxe. ? Well, there are definitely benefits to real estate. You know, obviously if you own your building, there are some tax reduction strategies with that, depending on the specifics of your building.
real estate tends to be a very good financial asset. but you, you don't wanna just go buy it just because it's real estate. You get the numbers gonna make sense. You need to make sure, it makes sense as a part of your overall plan. Just buying blindly. Buying real estate isn't always the best thing, but buying real estate.
Can be very, very good.
Michael: Gotcha. Okay. And you mentioned something called fudge factor. Break it down at me. What is that?
Ross: Well, I, you know, if I say it costs me $10,000 a month to live, there's always going to be, an unplanned expense. does it matter what it's, and so if I'm saying it costs me, $250 for gas for the month.
I'm rounding up to $300 just to build a, a cushion of another $50 in the overall, budget. So if I put a fudge factor in over 15 items of like 60 or 70 bucks, that adds up. All of a sudden. Now it's like, okay, I got, I built in roughly a thousand dollars of. Cushion in case the numbers are office month, cuz the numbers are never gonna be exact.
Mm.
Michael: I like that, that, that helps me a little bit, my, I guess my mind to be put at ease because I feel like every time our numbers aren't exact, I'm like, where are we going wrong? What am I doing? You know what I mean? Kind of thing. And
Ross: well, and the prices are going up. Yeah. We've had inflation the last year, so it's like, you know, the same thing.
Doesn't cost the same thing. That's true.
Michael: Yeah, you're right. I remember going to Costco and I was like, I'm getting the same stuff I've always gotten. Why is it, you know what I mean? More, but,
Ross: well, just, Costco has, they put fairy dust in their stores and it makes you buy stuff that you wouldn't normally buy.
Next thing you know, it's like $700 and you're like, what? What just happened? ?
Michael: That's uh, that's so true, man. I don't know why that happens. I have, I have a question. . I don't know if you saw this about Ussein Bolt, right? But we were talking about it, us in a couple, a lot of us price owners and dentists not that long ago, where he depended on a financial company, right.
Personal finance, something like that. And they kind of ran with it and took his money and so,
Ross: oh, that happens all the time to professional athletes.
Michael: how do we know who we can trust when it comes to personal financial?
Ross: Well, I mean, you can do a FINRA broker check and, and I'm, I'm looking up you saying Bolt right now, just so now mm-hmm.
Um, you can do a FINRA broker check. oh. Yeah, there you go. I see it right there. so you can do a FINRA broker check. That's not always going to, um, tell you the whole story, but I'll tell you if there's any complaints or anything on that. Um, obviously a high quality recommendation from somebody.
anytime you are working with somebody, you know, you know, if you're making a kind of a non, non-traditional investment, you wanna make sure there's a lot of due diligence done. So I like, I don't know what kind of investment account he has. or he had, but uh, you know, those people are probably gonna go to jail if they get caught.
What is he gonna get? His 12.7 million back is a different conversation. But, FINRA broker check, any outside the norm Investments I would require, I would, I would, make sure there's lots of due diligence on it. Many times you'll hear about these great ideas that there's no due diligence on it.
And then, you know, , ask for, uh, recommendations, ask for testimonials from, you know, you're dealing, you're talking to John Doe, financial advisor. He's, he's trying to make you his client, ask for, um, testimonials from some of his clients.
Michael: Okay. That's good. And then when would you recommend as a good time to start?
Let's just say I'm a startup practice. I'm a, have $700,000 in debt. Right. Um, when would it be a good time? Break even, or a little bit before that, once I reach a certain amount, when would be a good time to start doing this holistic planning. Well,
Ross: most people don't really get serious about their money until they have a kid. that that's how typically most people work. But if you buy a practice, you know, obviously the first year or two you're just kind of swimming upstream. Once you feel like you've at least kind of got your head above water, it's probably time to at least start having a conversation with somebody just to get a, a few of the basics taken care.
Michael: Okay. Okay. And that's like where we can reach out to you or somebody like that, right?
Yeah. You
Ross: reach out to me or somebody else. But I mean, there's just certain things you should make sure you do, from a personal planning standpoint. But I realize most people in that situation, they're so focused on just trying to get things going.
They don't have the mental bandwidth for something like that at that point, typically. Yeah,
Michael: because I feel like sometimes you just. Okay. Yeah, I'm gonna do a 401K or ira, and then I have a savings, then I have a checking, and then I'll just keep racking it up. Right? Why is that not a good idea?
Ross: Well, okay, so should you put money, let's just uses pick on the ira.
So you're 27 years old, you have a, you're a brand new practice. Should you put money on ira? Well, everyone says start saving for retirement and, and what's funny? . I had someone in my office, they were talk and they had just finished school, finished, uh, dental school, and they were talking about saving for retirement.
And I said to them, you're already start talking about quitting your job before you even started it. so I, I'm not a big retirement guy. If you read the history of retirement, it's, it's kind of a made up thing in the 20th century. Mm-hmm. , um, no one's ever retire. and most people when they retire, it doesn't go well.
But that's another topic for another day. But so you're 27 years old, you put money in a retirement account, which means you cannot touch it until you're 59 and a half. What's more important at 27 years old than new practice money that you can't touch for 32 years or money in a savings account for a rainy day?
And they're like, absolutely, well, I'm not gonna save for retirement. Which by the way, you don't just use retirement accounts for retirement, use all, all of your assets, all of your investments. And so not putting whatever amount you were gonna put in for the first couple years is not gonna change your retirement, whatever that looks like.
But, Not taking on credit card debt cuz you don't have enough cash flow or, cash or, not being able to buy a house cuz you don't have enough cash.
That's tough. I mean, I, I mean there's doctor loans out there, but still you, you need liquidity and, and enough savings.
Michael: Gotcha. So then what do you recommend then for that 27 year old Right. Who just opened another practice? Like what moves can we make
Ross: stash? oh, I'm not making any interest on my cash.
That's correct. Not all your dollars are supposed to make in, are supposed to earn interest. You need to have a rainy day fund. What happens if I have no liquidity and all of a sudden my breaks go out? And by no liquidity, I mean no savings. I have no my, my breaks squad. I gotta get no breaks. What does that cost?
if, what if I need new tires? . life will throw all sorts of things at you that cost money and we need liquidity to do that. So, more often than not, there are some people who have too much savings, but usually it's people who have too little savings, not too much.
Hmm,
Michael: gotcha. So when it comes to the too much savings part, let's just say we stash cash, we're like, okay, we, we can cover enough for like the breaks to go out a million times, right. Or whatever. What do we do now do? Is that when we start with like our,
Ross: well, I think you need to determine what I call your peace of mind number.
So what does it take you to sleep well at night? Okay. Is it 50,000? Is it 10,000? Is it a hundred thousand? It's a different number for every people. For every person, so you know, whatever that number is. Anything over and above that, I would start deploying to an investment. and there's obviously millions of types of investments.
The most, the easiest one is just to set up a brokerage account, whether it's through an advisor or through yourself and, and start putting money in there. But there's a million different ways to deploy capital.
Michael: Gotcha. And so that's where we can kind of come in and be like, Hey, Ross, like, what should I do?
Right. Like, look at my stuff. Yeah.
Ross: Yeah. I mean, that, that's one of the many things that I do. So, um, but there, there's a lot of things that quite frankly, have to be done before.
Michael: Does anybody ever go to you when they're like, I'm drowning in depth. I have no idea where these holes are coming from, or I kind of can tell, I'm like, I'm not even living with a life that I want, or whatever.
What, what am I doing wrong? Does anybody ever go for you?
Ross: Um, they have on occasion, to be honest with you. I, I can help those people with something. Really, what I focus on though, and if you're drowning in debt, just listening to someone like Dave Ramsey probably makes sense. Now, I don't agree with everything Dave Ramsey says, but he helps a lot of people.
I think the challenge with him is some people listen to him when he's not the demographic he's, he's reaching to, but he helps a lot of people who are in debt. Um, so, but you know, really if you're a high income I dentist, you know, that's typically where I tend to really help people the most
Michael: and that's where you help them with allocating to.
Ross: Places, well, it's making, making sure their cash is going the right places, making sure that they're talking with the right tax professionals to mitigate their taxes. I'm not a C P A, I'm not an enrolled agent. I do know an a fair amount about taxes, but there are tax attorneys and there are tax professionals that, um, I connect my people with my clients with to make sure they are, paying the least amount of taxes.
Michael: Gotcha. That's interesting. Okay, so then Ross, what can a dentist do today to improve their business?
Ross: So, that's a really good question. So there is this continuum that I say for dentists. So, uh, on one side you have dentists who basically own a job. These are all people who their own, their own practice. Dentists who own, own, own their job. It's a good job, but they own. Their job. Then you have dentists on the opposite extreme who are business owners who happen to be dentists. So for example, like I have a friend, he wa, he practices two days a week. It's a fee for service practice. He makes 2 million a year. He is a business owner that is a dentist. I've got numerous clients and friends who make more than that and they're business owners. And then there are some who. , own a job. It's a good job. And there's, and owning a job and being a business owner, one is not better than the other, but it's what do you want? Now, obviously most people are in the, between, in the middle. But what do you want? you wanna be a business owner, maybe you don't have the skills to do that will go educate yourself, find a mentor, and learn how to be a business owner and, and grow your practice because this is the greatest.
Way to create wealth in America is owning a business and a dental practice is a business.
Michael: Gotcha. And I feel like a lot of people might mainly want to do that. They want to own their, they wanna be the business owner, you know what I mean? Um, yeah. But
Ross: a lot of people are very shortsighted and they make a critical mistake, which you're gonna ask me about here in a minute.
What is that? They'd sell out. The DSO is way too young. They, they're giving away the golden goose. So I have a cash register. In my basement that throws off whatever amount of money a year, and now I sell it for five to seven years of cash production, and it's gone forever. So if I'm a dentist, I make a million bucks a year, I sell my practice and I get 7 million.
I don't do tax planning, I get murdered on taxes. and now I am no longer a business owner. I'm a W2 employee. I've lost all my deductions. I'm making half of what I was, and I'm basically somebody's employee and I can't do what I want. I had a guy, he, so he was 47 years old. He sold his practice for like 10 million bucks and he says, I said to him, Hey, now you sold your practice.
What are you gonna do? He goes, I'm gonna manage my investments. And I looked at him dead in the eye and I said, brother, you ain't that. Unless you're day trading. And, uh, you know, he's heard me say this story before on podcasts. He's like, were you talking about me? I was like, yeah, I was talking about you.
And he is like, man, I wish I hadn't sold. It's the biggest mistake I ever made.
Michael: So then when, where is it? Where is it? Where it's like, now it's okay to sell?
Ross: Well, first of all, Do you wanna sell for the highest dollar? If you do, you're selling to a D S L. You're not selling to an associate or somebody else. Second of all, I don't believe in retirement. I believe in transition. What are you gonna do next? If you don't have a plan after you sell, you're gonna go freaking insane. I've seen people who have gone into deep depression after they retired because they're, they didn't have have anything planned. If you're gonna sit home and watch TV or watch Netflix or whatever brother you have, you might as well just go ahead and start buying your, uh, your coffin. I mean, people were not designed to retire. If retire means do nothing, you have to have a plan. Second of all, a lot of people don't realize how long they're gonna live.
Most people, higher educated and higher income people live. Those are the facts. Whether they're fair or not is besides the point. There is a high probability that most people are gonna live to a hundred years old. Well, 10 million at 47 acts pretty hard to get to a hundred years old. But the longer you work, the less money you need.
Not suggesting you should go spend all your money, but what are you gonna do? So you gotta have a plan. Maybe you decide that you want to go. change careers, that's fine. just don't sell because you got some crazy number. What if you decide to build your business bigger and then sell for twice as much in 10 years?
Yeah,
Michael: I feel like sometimes. So then what? What is the driving factor that in your experience, that you've seen people sell to
Ross: soon? Well, a lot of people hate their job. there's a lot of dentists who hate being dentists. There's also a lot of dentists who hate managing people. and that, you know, cuz in dental school you don't learn, you don't learn business, you just learn clinical.
Mm-hmm. And I've seen people try to sell a practice cuz they hate managing people. so that's a challenge. And but I mean, as a dentist you are starting late. You went to, you went to four years, four, at least four extra years of school, you likely incurred a large amount of debt. So you're late to the party when it comes to saving.
So these are things that we, we've gotta make sure that we think through. Just cuz you heard someone get some great, some great multiple, doesn't mean you're gonna get that same multiple. It's not the same situation and you may hate your three to five year earnout, and then you may walk away and lose all that money, which I've heard numerous stories of it.
Michael: Yeah. Interesting. Okay. Okay, so then. We really, really need to brainstorm on this, right? Like, think about it. What are we gonna be doing after? If you're ready to retire? Are you even sure you should be retiring right now.
Ross: So anyone who wants to think of the word retirement, they should Google the name Dan Sullivan and Retirement.
Dan Sullivan is the founder of Strategic Coach and he does a lot of, he's talked a lot about retirement and what it really means and what it is. Mm-hmm. . , I think we've been conditioned about this whole concept of retirement and I don't buy it. I don't ever wanna retire. Mm-hmm. , my dad had a force retirement.
He was a good saver, so he was okay financially, but he retired in his early fifties and I saw him over the next 20 years physically and cognitively declined to be a shell of himself. I saw that. I was like, I ain't doing that no interest whatsoever. I'm never stopping working. I mean, I may do something else, but I'm not stopping working.
Michael: Yeah. No, no, no. But I mean, like, what do you mean by like your dad? He became Michelle like, he's like,
Ross: well, he is physically, he's so frail. It's not because he's so is 75 years old. Even he is still alive cognitively, he's not using his brain.
Your brain's a muscle. He watches TV all day and he is, you know, he's just a parrot of what's ever on tv. He can't have an intellectual conversation. it is just, it's no way to live. Yeah. So I I'm not doing that.
Michael: Yeah, no, I get you. I get you. I, I don't, I don't ever think. I don't ever think I can just stand still and, um, you know what I mean?
Like, just be there. It's like your brain's constantly like, oh, this idea has to, has to happen right now, you know, kind of thing. And you build it, do something, uh, conversation. So I agree. You said Dan Sullivan Retirement.
Ross: Yeah. Google those three things. Okay. Dan Sullivan's the founder of Strategic Coach and it's a phenomenal program I would probably recommend any dentist, any business owner, consider it. Okay. So, all right. So the, if you type, if you type Dan Sullivan retirement into Google, it's not Sullivan Retirement Resource. The first one. It is the second link. It's why I don't Believe In Retirement by Dan Sullivan. Okay.
Michael: Okay.
It's gonna put a link to that in the show notes below so you guys can, can also read about it. Check it out. I'm gonna read about it. Check it out. You know what I mean? Oh, oh yeah, for sure. Yeah. Awesome. Okay. Okay. So. These next questions, Ross, are just to get into the head of, of someone who isn't totally involved on the clinical side of dentistry.
Right. Okay. So for you, what would you like to see more from a dentist?
Ross: Well, it's hard for me not to go back to the start thinking like a business owner. . So you start thinking like a business owner. And I think that enhances the overall practice in so many ways. It enhances the lives of the staff because if you start thinking like the business owner, you start creating more revenue.
And now you can also, as you create more revenue, you can start paying your people more. You can start rewarding them more. and so I think that I is a really important idea. And the, and the bigger you go, the more people you. . Do you feel
Michael: like sometimes dentists think they're thinking like a business owner, but there's signs that
Ross: they're not? I think everyone who owns a business many times thinks they, they're thinking it and, and they may be missing them both, even you and I. So, um, the question is to really be a business, can you walk away and still continue? versus being self-employed. so the example I gave someone practicing two days a week, he's got two or three associates.
If he walked away completely, he may not make money he's making, but he is still doing really well.
Michael: compared to someone who can walk away. Okay. And then right. What do you hate about dentistry? What do you not really like at all about dentistry?
Ross: Okay. At the risk of offending people, uh, I don't like that they're sheep and that kind of comes up harsh, but they all do the same thing.
They all join the same club. They all get the same Facebook group. If one person says it, they all. . It's like if one person says by Bitcoin, then all of Bitcoin was bought by Dennis . I'm, I'm exaggerating, but only slightly, I'm making a broad brush, uh, generalization, but they tend to they just tend to all do the same thing.
and they trust anybody who is a dentist or a former dentist, and there are some people out there who are, you know, dentists and they give recommendations to people and they're just not good or they just immediately trust them because they are a dentist.
or a former dentist or whatever. And I mean, not that these people are bad people, but you just have to be a little wiser and smarter about what you do. Um, you can't just join something or be a part of something or trust somebody just because they do what you do. And you know that, that might be a little unfair on my part because, you know, there is a, a, probably a fraternal feel.
To someone in your industry, but, you just wanna, I mean, and I'm not saying that they're bad groups or bad people, but don't just do it because everyone else will do it. Start to think a little bit contrarian, if that makes sense. So I'm not trying to disparage anyone individually, I'm just saying people need to think for themselves and not just follow the crowd.
Gotcha. You see that pretty. I mean, I've seen a fair amount of times and, uh, I view jokes to, uh, some of the, some, some, uh, dentists. I said, you know, there I met like a few guys from, one certain Facebook group and I said, oh, that, that group's a cult. And they just started laughing. And so, uh, so it's kind of funny.
Michael: Okay. Okay. And then right now, what do you love about dentistry?
Ross: I love that. I love that it's an opportunity to build a business. I was talking to a. a senior in, in, in college, and he wanted to go be, he wanted to go be a doctor, a physician. I said, dude, go be a dentist. You'll make twice as much money. And most physicians are W two earners.
and they gotta go to med school, then they gotta do a residency versus dentist. You know, you're, you're a business owner and so you have the ability to make so much more. You're not getting. , your pay cut by insurance reimbursements. Obviously dental insurance has its challenges, but nothing like medical insurance.
and so it's just an incredible opportunity to create wealth. Owning a business is a great way to create wealth.
Michael: Gotcha. Okay. And then right now, what, when it comes to, I guess, building wealth, pieces of advice, can you give us like instructions when it comes to, uh, building that
Ross: well, I would assume everyone who's listening has heard of Warren Buffet, and he says, the number one habit to acquire is the habit of thrift.
What does he mean by that? He means savings. Save your money so I can prove your savings rate is more important than your rate of return. So saving 20 or 25% or 30% of income is more important than getting 10, 11, 12%.
Now, you do wanna get a rate of return on your money, don't get me wrong, but you wanna save at a high savings rate, first. So save money. Now, obviously you need to invest it, but save your money.
Michael: Gotcha. Okay. So. Save it as much
Ross: as you, let's, let's, okay, let's, let's deal with the problem of too much savings versus having too little savings.
So if I told everyone listening, don't do a thing with your money until you get a hundred thousand dollars in the bank. There'd be a lot of people who have have to stop doing what they're doing until they get a hundred thousand dollars in the bank. So let's save our money. There's lots of places to deploy capital, but we need to have a lot of cash on.
Michael: Yeah, I, I, I think it's, uh, I think it's Ramit Safety from that book. I will teach you to be rich where he is like, saving isn't sexy, but it's like the best thing we can kind of do. Right. Just like, just put it in there and that's it. just don't move it. But we get that shiny object syndrome sometimes where we're like, what?
Oh, they're doing this. We gotta do that, and then we gotta do that. And we got, you know what I mean, kind of thing.
Ross: It's like what Elon tweeted about Dogecoin, let me go buy $10,000 worth Doge Dogecoin, which is the same thing as lighting my money on fire.
Michael: I fell into that and then I was like, uh, it's there now.
It's, you know what I mean? But you're right. It's the, it would've been better just to save it way, way better. So I get you a hundred percent. Awesome. Any final pieces of advice that you wanna give to our listen?
Ross: No, I mean, nothing at all. Just, I mean, there's a lot of advice that's kind of in silos out there and, and really you want to get advice that's kind of, like I said earlier, more holistic.
So that's the ideal scenario. obviously everyone has some things are trying true no matter what. Some things are opinion, but you want to mathematically verify whatever you're talking about. So let's weigh and measure decisions so we know. What the right decision is.
Michael: Gotcha. Awesome. Awesome.
Ross, I appreciate your time. Thank you so much for being with us, and if anyone has any questions, where can they find you?
Ross: Two places. One ross brennan.com. The site's getting rebuilt. It's, it's sufficient for now. It's getting rebuilt though, so if it's not as sexy as you like, please forgive me. Um, but ross brennan.com or you can call me or text me.
Uh, I, I, I answer every phone call. I'm not afraid of the phone. Uh, eight five oh five six six seven nine nine nine eight five oh five six six seven nine nine
Michael: nine. Awesome. So that's gonna be the show notes below. And Ross, thank you for being with us. It was a pleasure. And we'll hear from you soon. Thank you
Ross: so.
Michael: Thank you guys so much for tuning into that episode. And Ross, thank you so much for being a part of the podcast. We truly appreciate it. Guys, if you wanna reach out to him or you wanna talk about this episode or any other episode in the past, you can definitely do so two ways, actually. You can do it on our Instagram.
Just search us under the Dental marketer. That's our handle. You can find us there. Or second, you can join the Dental Marketer Society Facebook group. It's a free Facebook group. It's gonna be in the show notes below the link to that. You can definitely talk to the guests who've been on this podcast, or you can talk to other guests who've been on other episodes in this podcast as well on there and ask any questions or concerns.
But thank you guys so much for tuning in and don't forget to check out Care Stack. More and more people are signing on because it's an in. Cloud-based practice management software. So click the first link in the show notes below to see more and schedule a free personalized demo. And you can see all the exclusive deals that, uh, you're gonna get as well in that link in the show notes below.
So if you're just nosing, you wanna check that out, go ahead and check that out. All right guys, so the book is called Essentialism by Greg Macallan, and the quote is, pause Before You Speak. It can greatly reduce the possibility of making a commit. You'll regret. All right, that's gonna do it for this episode.
Thank you so much for tuning in, and I'll talk to you in the next episode.
In this episode, Dr. Roy Shelburne, breaks down medical and dental insurance billing, and the shifts he has seen in the dental world. He expects to see more movement towards medical billing in the future and recommends training on it! Dr. Shelburne goes over different billing code manuals, how to implement them, and how to make sure you are following the right information. While internet searches and groups are a helpful resource, he endorses finding a qualified consultant in billing as an important step. With rules and codes constantly changing, this might be one of the overlooked areas worth updating in your practice!
Drop in on Michael and Roy's conversation here to get the latest recommendations and predictions for medical and dental billing!
You can reach out to Roy Shelburne here:
Email: royshelburne@gmail.com
Mentions and Links:
Medical Dental Cross Coding with Confidence 2023
Dr. Roy Shelburne Bootcamp and CE Events
ICD - International Classification of Diseases
ADMC - The Academy of Dental Management Consultants
ADA - American Dental Association
ADA Coding Manual
ADA Coding Manual Companion
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
SCHEDULE A FREE DEMO TODAY!
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Thank you for supporting the podcast by checking out our sponsors!
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Guest: Kevin Cumbus
Business Name: Tusk Partners
Check out Kevin's Media:
Other Mentions and Links:
EBITDA - Earnings Before Interest, Taxes, Depreciation, and Amortization
Eaglesoft
Excel
E*Trade
Bear Stearns
Affordable Dentures
Dr. Rick Workman
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- You do not have to own multiple practices to be successful!
- Revenue is a secondary thought for buyers. Ultimately they want to see positive EBITDA and cashflow in your practice.
- Sometimes selling a negative EBITDA practice can help your portfolio in the long run!
- Using the newest tech to inform patients what is going on in their mouth can make treatment much more palatable.
- With worry about the upcoming economy state, if planning to sell in the next 12-18 months, selling sooner could be the right choice for your practice.
- It is possible to have millions in revenue and no profitability. Watch out for this when evaluating your practice!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.
In this episode, Dr. Ben Burkitt, from We Care Dental Care, shares his experience in dropping PPOs and when to do it! Like many of us, Dr. Burkitt started off with what he calls "too many" PPOs. While being in network with insurances can be a great place to start, gradually switching to other forms of marketing can offer a large boost in profitability for your practice! Ben shows us that high volume does not mean high profitability, and even though you may lose some patients dropping PPOs, it may be worth it. He states when dropping PPOs, being transparent with patients is especially important, communicating that you are dropping their insurance in able to maintain high quality care. It is also important to keep track of your highest production procedures and whether or not the insurance is direct, leased, or under an umbrella plan. These all contribute to making the right choice for your practice.
Learn more about when and how to best drop PPOs to maximize your profitability in this week's episode!
You can reach out to Ben Burkitt here:
Email: ben@raisingdentalincome.com
Mentions and Links:
Humana
Delta Dental
Cigna
GEHA
United Concordia
Yellow Pages
Eaglesoft
Dentrix
Open Dental
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
SCHEDULE A FREE DEMO TODAY!
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.
Click here for Mango Voice's completely FREE startup package!
OR
Click here to get 2 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
This Episode is Sponsored By:
CARESTACK | Cloud-Based Dental Software
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Guest: Lejla Streets
Practice Name: Smiles in the Pines
Check out Lejla's Media:
Instagram: @smiles\_in\_the\_pines
Other Mentions and Links:
Jaws: The Story of a Hidden Epidemic
Breath: The New Science of a Lost Art
Dentrix
Eaglesoft
Bigcom Healthcare
Tricare Insurance
Bank of America
Wells Fargo
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Infancy is the stage to start screening for future sleep apnea issues!
- For an older demographic, running an ad in the local newspaper might be a better strategy than all social media.
- Sometimes just offering different services isn't enough to differentiate from your competition!
- Try having separate meetings for admin and clinical planning and processes.
- Be understanding with parents concerned about upcoming surgery on their children! This can be a scary concept for them.
- Collaborating with local chiropractors, physical therapists, and lactation professionals can be a great way to broaden your offerings!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
Download any of these forms and templates mentioned in this episode here: DOWNLOAD INSURANCE TEMPLATES & FORMS
In this episode, Khoa Nguyen, from Verifixed, shows us some of his favorite tips for efficiency, mindset, and effectiveness when handling insurance claims! Khoa notes that we need to start thinking of lower reimbursement rates on insurance claims as a marketing expense. When we are out of network with insurances, we do not have access to their patient-base! When claims are denied, Khoa recommends getting a live person on the phone from the insurance company. If you use this method for all of your appeals and focus of what you know, rather than accusing, the insurance company agents will likely help you out. It is also wise to keep track of specific information on your patient's benefit breakdown to ensure a smooth appeal.
Drop in on Michael and Khoa's conversation here to learn more about insurance tips and best practices!
You can reach out to Khoa Nguyen here:
Email: info@verifixed.net
Other Mentions and Links:
Verifixed
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
SCHEDULE A FREE DEMO TODAY!
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Thank you for supporting the podcast by checking out our sponsors!
This Episode is Sponsored By:
CARESTACK | Cloud-Based Dental Software
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Guest: Nkemakonam Egolum
Practice Name: Bowie Oral Surgery
Check out Nkemakonam's Media:
Instagram: @dr.egolum
Other Mentions and Links:
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- In the medical field, insurance tends to dictate how treatment is performed. Try not to be overly swayed by insurance in your practice!
- No matter how good you are at something, rushing procedures puts a strain on quality.
- Try being self-motivated! You do not need outside approval and affirmation for all of your practice decisions.
- Nothing beats a personal lunch or dinner with potential referring dentists.
- Many referring dentists would rather meet you as the Dr. rather than a sales person advocating for you.
- Permitting is highly time consuming with a practice buildout. Be sure to be proactive and speak with the permitting personnel often!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
In this episode, Vivek Kinra, from PPO Profits and Verrific, shares his in-depth knowledge of insurance reimbursement and the psychology behind treatment planning. Vivek states that just because you take insurance does not mean that you cannot be highly profitable! With proper attention to reimbursement and negotiations, insurance driven practices can match or even surpass fee for service practices. He goes on to say that the number one issue causing accounts receivable balances, is a lack of proper expectations set with the patient. If a patient thinks that their insurance should have covered a balance, they will be reluctant to pay the amount out of pocket. This is why being very clear with obligations and insurance roles with save future headaches for your treatment coordinator. Vivek also notes that being confident and standing your ground with pricing is an important factor in psychology and transparency with your patients. If they are looking for a second opinion, that is okay!
Give this MMM a listen to learn more of Vivek's tips and tricks around insurance!
You can reach out to Vivek Kinra here:
Facebook Profile: https://www.facebook.com/vkinra
Mentions and Links:
PPO Profits
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
SCHEDULE A FREE DEMO TODAY!
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.
Click here for Mango Voice's completely FREE startup package!
OR
Click here to get 2 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
This Episode is Sponsored By:
CARESTACK | Cloud-Based Dental Software
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Guest: Lisa Simone Richards
Business Name: Lisa Simone Richards (Publicity for Doctors)
Check out Lisa's Media:
Instagram: @lisasimonerichards
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Lisa implements the ABC method, focusing on Awareness, Buzz, and Credibility.
- If your end goal is to get more patients in the door, local publicity might be better suited than national publicity!
- Video is ideal for relationship building. It allows the viewers to connect with you in a visual context!
- If you get hung up on titles or taglines for your content, observe the magazine titles the next time you're checking out at the grocery store.
- Mixing up your content into visual, written, and video, is a great way to cover all the bases.
- Getting on local TV might be easier than you think!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
This Episode is Sponsored By:
CARESTACK | Cloud-Based Dental Software
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
In this episode, Travis Campbell, from Dental Insurance Guide, gives us an inside look at dental insurance, patient viewpoints, and how to get your collections in order. Travis emphasizes that most practices, when collecting correctly from insurance companies, could see a 20-50% increase in revenue while doing the same amount of work. He notes that a common mistake practices make is putting off treatment for insurance coverage or concerns. Getting patients the treatment they need in a timely manor and utilizing insurance maximums is a win win for patients and practices alike! He also brings up that our wording when talking to patients can often be improved upon. When we tell a patient "this treatment isn't covered by your insurance," they often hear "this treatment is not important." It's up to us to change the wording and value around preventative treatment and maximize our relationships with insurance providers and patients.
Catch Travis and Michael's conversation this week to dive into insurance, collections, and more!
You can reach out to Travis Campbell here:
Dental Insurance Guide Website
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
[Click here to leave a review on iTunes]
Guest: Brittany Johansen
Practice Name: Alpine Airway Wellness
Check out Brittany's Media:
Instagram: @alpineairwaywellness
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Focusing on a niche like sleep apnea can be a great way to stand our from the crowd!
- Instead of saying "you have a problem, lets fix it." Try saying "You have a problem, how can we help change your lifestyle?"
- Keeping your stress bucket low and your enjoyment bucket high is crucial for sustainability.
- Be intentional about spending time with your family when you're home! Even if we are busy, work and family deserve a healthy balance.
- Stop thinking of the 100% fixes. Helping patients moving in the right direction while not trying to fix them completely is important.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.
Click here for Mango Voice's completely FREE startup package! OR Click here to get 2 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
We have a special episode this week asking doctors, practice owners, and dental industry professionals for their answers on these three big questions!
1. "Give us the 3 best words that describe this past year."
2. "What 2 things do you wish you would've said 'NO' to?" (this could be anything such as personal life or in your business/ practice).
3. "What advice would you like to give to yourself as you begin the New Year?"
Listen in on this week's episode to learn what has been driving our featured guests in 2022 and what to look forward to in 2023!
You can learn more about The Featured Guests here (In order of speaking):
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
SCHEDULE A FREE DEMO TODAY!
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.
Click here for Mango Voice's completely FREE startup package!
OR
Click here to get 2 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
This Episode is Sponsored By:
CARESTACK | Cloud-Based Dental Software
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Guest: Kari Cunningham
Practice Name: Panther Pediatric Dentistry
Check out Kari's Media:
Email: pantherpediatricdentistry@gmail.com
Instagram: @panther\_pediatricdentistry
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Frame "areas of weakness" in team members as "areas of opportunity" instead!
- Be sure to have a written policy noting explicitly what happens when an improvement isn't made by a team member.
- Always stick up for your team! Do not let patients be disrespectful to them in your practice.
- Create a Performance Improvement Plan, or PIP, for team members who need a boost in some areas.
- Always follow through with your policy statements. Otherwise your team might not take them seriously.
- Not letting go of a problematic team member puts strain on your high performing members. Cater to your strong team members and build a culture they would love to stay in!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
(If you DO want to work with Crimson Media Group, be sure to mention this podcast/ episode!)
Reach out to Crimson Media Group here: https://thedentalmarketer.lpages.co/crimsonmediafree/
Shane always gives all our listeners a: Free Marketing Analysis (just mention our podcast name)
In this episode, Shane Simmons, from Crimson Media Group, dives into one of the new marketing strategies he has seen working for practices! Shane suggests looking up local small business Facebook groups in your area, and joining them with your personal Facebook profile. Once in these groups, you can scout out a potential collaboration among the members. If you find a good match, invite the business out to your practice for a full or half day. After utilizing their services and supporting their business, they will most likely reciprocate by sharing your business on their social media. This method of cross promotion can be a powerful and mutually beneficial tool for your marketing!
Don't miss out on this week's episode to hear more on Shane's uncommon marketing strategy!
You can reach out to Shane Simmons here:
Facebook: https://www.facebook.com/crimsonmediamarketing/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
SCHEDULE A FREE DEMO TODAY!
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.
Click here for Mango Voice's completely FREE startup package!
OR
Click here to get 2 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
[Click here to leave a review on iTunes]
Guest: David Rodriguez
Business Name: Smile Direct Club
Check out David's Media:
Email: david.rodriguez02@smiledirectclub.com
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Investing in a marketing education will be applicable in many parts of life!
- Giving your patients multiple payment and treatment options greatly increases the likelihood that they will accept the treatment.
- If your office is short on Hygienists, and you're filling in as the Doctor, you may be costing your practice a lot in opportunity cost!
- Those who embrace technology and realize its potential for improving dentistry are those that will grow.
- Digital always wins. In an age of rapidly evolving technology, digital is your friend!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.
Click here for Mango Voice's completely FREE startup package! OR Click here to get 2 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
(If you DO want to work with Golden Proportions, they are actually giving all our listeners 2 EXCLUSIVE DEALS)
Reach out to Golden Proportions here: https://go.goldenproportions.com/dental-marketer-deal
In this episode, Xana Winans, from Golden Proportions, shows us four of her favorite uncommon marketing tactics for growing your practice!
- Personalized videos for outstanding treatment - Try making up a short 30 second video explaining the benefits of getting outstanding treatment taken care of! You can send these out to all patients with outstanding treatment, or individualize the videos patient by patient.
- Engaging with patients on social media - See if you can easily connect with your patients on social media and show interest by following them! This can be a quick way to gain followers and invest in your patients.
- Partner with nearby college health centers - Every college health center is required to have a referral list for procedures and resources they do not provide. Networking with local colleges could result in a good referral network for emergency dental cases!
- Sponsor a gourmet coffee wagon or food truck - Try calling up an office you are trying to build a relationship with and express your interest in sponsoring a coffee wagon or food truck to send to their office! If it is during a time that the team is available and the practice is not busy, this is a great time for networking.
Dive in with Xana and Michael on these four tips and more in this week's episode!
You can reach out to Xana Winans here:
Instagram: @goldenproportionsmarketing
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
SCHEDULE A FREE DEMO TODAY!
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.
Click here for Mango Voice's completely FREE startup package!
OR
Click here to get 2 FREE MONTHS with Mango Voice
Emitrr | The Complete Customer Engagement Solution (that drastically reduces no-shows)
Emitrr is giving all of our viewers & listeners an amazing exclusive deal, to schedule a free demo with Emitrr, visit our link here! https://emitrr.com/the-dental-marketer/
Thank you for supporting the podcast by checking out our sponsors!
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
[Click here to leave a review on iTunes]
Guest: Tutrinh (Gin) Do-Casano
Practice Name: Illume Dental Studio
Check out Gin's Media:
Instagram: @illumedentalstudio
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- It's important to send the right message to your team. If a team member is unresponsive and not showing up, that shouldn't be shown as acceptable.
- Your business license is different from your dental license. Make sure you have all the proper documentation if needed!
- Do not assume patients know what you're talking about if you use specific dental lingo. Try speaking in a way they understand.
- Always have a backup plan and personal savings. You never know what could happen, and the cushion is a lifesaver!
- Patients talk more about how you made them feel at your practice than the actual clinical work.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.
Click here for Mango Voice's completely FREE startup package! OR Click here to get 2 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
(If you DO want to work with Studio8E8, be sure to mention this podcast/ episode!)
Reach out to Studio8E8 here: https://s8e8.com/affiliates/tdm?utm\_source=tdm&utm\_medium=affiliate&wc\_clear=true
In this episode, Joshua Scott, from Studio8e8, shows us the power of a well-timed and personal thank you letter. Not only can this boost relationships with outstanding patients, but also add a personal touch to any business, vendor, or networking encounters! Joshua's has developed a simple system looking back at the week and deciding what encounters stood out the most to him. Perhaps someone on the marketing team did a great job recently and you just spoke to them. Write them up a quick handwritten letter and mail it over! This is applicable to any meaningful interactions you experience while along your business journey. One of Joshua's pro tips is to add something specific about your recent interaction to the letter!
Drop in on Joshua and Michael's conversation about thank you letters and more in this week's episode!
You can reach out to Joshua Scott here:
Instagram: @joshuascott
Email: joshua@s8e8.com
Referenced in Episode:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
[Click here to leave a review on iTunes]
Guest: Gary Bird
Business Name: SMC Dental Marketing
Check out Gary's Media:
Instagram: @thegarybird
His Podcasts: Dental Marketing Theory and Dental Rift Podcast
Host: Michael Arias
Website: The Dental Marketer
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- If you have ADHD, it might be an advantage as an entrepreneur!
- You need 3 types of people in a successful business: The make it up person, the make it real person, and the make it recurring person.
- You can have the best marketing in the world, but if your phone or internal systems are lacking it won't matter.
- Dentists typically go through 3 phases: Getting good at their craft, learning entrepreneurship, and then learning leadership.
- Creating a great team culture not only attracts A-list team members, but repels team members you don't want!
- Be sure to hone in on systems in your practice that involve handoffs from one team member to another. This is an easy place for things to slip between the cracks.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
[Click here to leave a review on iTunes]
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.
Click here for Mango Voice's completely FREE startup package! OR Click here to get 2 FREE MONTHS with Mango Voice
Emitrr | The Complete Customer Engagement Solution (that drastically reduces no-shows)
Emitrr is giving all of our viewers & listeners an amazing exclusive deal, to schedule a free demo with Emitrr, visit our link here! https://emitrr.com/the-dental-marketer/
Thank you for supporting the podcast by checking out our sponsors!
In this episode, Dr. Chris Phelps lets us in on one of his most effective uncommon marketing strategies! This strategy involves nurturing a close relationship with local businesses in your area and helping them get more customers. Dr. Phelps visits his favorite local businesses and asks if they would be willing to honor a gift card for an agreed upon amount for all patients coming from his practice. This is a win win, offering value for his patients, customers for the local business, and rapport among the community. Dr. Phelps overcomes any reservations that the local business has by offering to pay for any patients that come in and do not spend more than the gift card's value.
Check out this week's episode with Dr. Chris Phelps for more thoughts on local business and uncommon marketing strategies!
You can reach out to Dr. Chris Phelps here:
Email: chris@drphelpshelps.com
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:
CARESTACK | Cloud-Based Dental Software
SCHEDULE A FREE DEMO TODAY!
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental Lab
For a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.
Click here for Mango Voice's completely FREE startup package!
OR
Click here to get 2 FREE MONTHS with Mango Voice
Emitrr | The Complete Customer Engagement Solution (that drastically reduces no-shows)
Emitrr is giving all of our viewers & listeners an amazing exclusive deal, to schedule a free demo with Emitrr, visit our link here! https://emitrr.com/the-dental-marketer/
Thank you for supporting the podcast by checking out our sponsors!
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Kiera DentBusiness Name: The Dental A TeamCheck out Kiera's Media:Email: hello@thedentalateam.com
The Dental A Team Podcast
Kiera on Episode 213
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Goals are stars to guide by, not sticks to beat ourselves with.
- Be sure to diversify your emotional deposits among work, yourself, and your loved ones!
- Doing the right thing often doesn't result in instant gratification.
- Define your personal rules for success! Taking a deep dive on purpose and what it means to you is important.
- Money is only as good as the happiness it can bring us.
- Even if you love working, having intentional times to relax and disconnect is imperative to combat burnout.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
Our Sponsors & Their Exclusive Deals:CARESTACK | Cloud-Based Dental SoftwareClick the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package! OR Click here to get 2 FREE MONTHS with Mango Voice
Emitrr | The Complete Customer Engagement Solution (that drastically reduces no-shows)Emitrr is giving all of our viewers & listeners an amazing exclusive deal, to schedule a free demo with Emitrr, visit our link here! https://emitrr.com/the-dental-marketer/
Thank you for supporting the podcast by checking out our sponsors!
In this episode, Dr. Addison Killeen, breaks down his three favorite gifts to give to patients, and how he took his practice from startup to max capacity over three years. Giving your patients a gift on their first visit or when referring to their friends is a great way to stand out from the crowd! Dr. Killeen goes on to show that it is important to find a balance between gifts that are too costly and gifts that don’t provide enough value to patients. In his practice, he likes to give out one of three gifts: an affordable but nice bottle of red or white wine, a stainless-steel mug, or a t-shirt with the updated graphics or design of the month. He points out that sometimes putting in up to 15% of revenue towards internal marketing might be the push that you need to get rolling!
Listen in on today's episode to catch Michael and Addison’s conversation on the power of gifting and other internal marketing strategies!
You can reach out to Dr. Addison Killeen here:
Website
His Books
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:CARESTACK | Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 2 FREE MONTHS with Mango Voice
Emitrr | The Complete Customer Engagement Solution (that drastically reduces no-shows)Emitrr is giving all of our viewers & listeners an amazing exclusive deal, to schedule a free demo with Emitrr, visit our link here! https://emitrr.com/the-dental-marketer/
Thank you for supporting the podcast by checking out our sponsors!
This Episode is Sponsored By:Emitrr | The Complete Customer Engagement Solution (that drastically reduces no-shows)Emitrr is giving all of our viewers & listeners an amazing exclusive deal, to schedule a free demo with Emitrr, visit our link here! https://emitrr.com/the-dental-marketer/
Guest: Peggy BownPractice Name: Luxe Dental GroupCheck out Peggy's Media:Instagram: @drpeggybown
The Truth About Dentistry Podcast
Email: peggybown@icloud.com
YouTube
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Being personal and compassionate with patients goes a long way! Go the extra mile to make them feel safe and comfortable in your practice.
- Now is the time to embrace AI and technology. It will save you and your team time and it is becoming more and more accepted by patients.
- Money can always be recouped, but relationships and connections along the way are where the real value is.
- Try implementing a direct messaging protocol for new local followers on Instagram!
- Don't be afraid of change! You will need to continuously change and improve for growth.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
(If you DO want to work with Golden Proportions, they are actually giving all our listeners 2 EXCLUSIVE DEALS)
Reach out to Golden Proportions here: https://go.goldenproportions.com/dental-marketer-deal
In this episode, Xana Winans, from Golden Proportions, breaks down the key points to call tracking and learning which aspects of calls really move the needle. Xana notes that many offices have fallen victim to the million-dollar marketing mistake: not answering or tracking calls. With only 40% of calls into practices being converted to patients on average, it is more important than ever to hone your team's phone skills and have coverage at popular times of day. Just increasing your call conversion ratio from 40% to 50% can make a significant impact, bringing in $250,000 in revenue for an average practice!
Catch this week's episode with Xana to dive into patient conversion, phone skills, and popular patient call times!
You can reach out to Xana Winans here:
Golden Proportions Website
Golden Proportions Facebook
Instagram: @goldenproportionsmarketing
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Robert SotoPractice Name: Robert Soto, DDSCheck out Rob's Media:Instagram: @doctorsoto
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Putting in the time to sit down and talk to patients can help out immensely with treatment acceptance!
- Having virtual consult videos for the patients before their procedures will show them exactly what to expect and put them at ease.
- If the candidate you are interviewing appears to be a good fit, consider hiring them on the spot!
- Don't know what to post on social media? Knowing your target demographic and who you are speaking to is a great place to start for refining your ideas.
- For social media growth, try investing in good photography and be consistent with it.
- Don't be afraid to post life updates in your stories on Instagram! Patients like seeing the personal side behind your dentistry.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
Our Sponsors & Their Exclusive Deals:CARESTACK | Cloud-Based Dental SoftwareClick the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package! OR Click here to get 2 FREE MONTHS with Mango Voice
Emitrr | The Complete Customer Engagement Solution (that drastically reduces no-shows)Emitrr is giving all of our viewers & listeners an amazing exclusive deal, to schedule a free demo with Emitrr, visit our link here! https://emitrr.com/the-dental-marketer/
Thank you for supporting the podcast by checking out our sponsors!
(If you DO want to work with Your Virtual Consult, be sure to mention this podcast/ episode!)
Reach out to Your Virtual Consult here: https://offers.yourvirtualconsult.com/thedentalmarketer
Joe is offering 70% off the initial setup fee for anyone from this podcast this November! (just mention our podcast name)
In this episode, Joe Chickerillo, from Your Virtual Consult, shows us his best practices for pre-qualifying patients and making sure you are getting the right ones inquiring on treatment options! Joe teaches us the differences between active and static marketing, and how each has a place in your practice. Sometimes your marketing efforts bring in lots of new leads, but the leads coming in are still unsure about financial options, insurance, or the specific procedure. When these patients need more information, making your call to action a "learn more" button rather than a "contact us" button can help pre-qualify and educate them before reaching out. Joe also dives into the importance of video explanations of procedures, payment plans, and what to expect. With a national average of 41% case acceptance in the US, the video funnel process performed by Joe and Your Virtual Consult more than doubles this average at 89% case acceptance.
Drop in for this week's MMM with Joe Chickerillo to hear more on pre-qualifying patients and more!
You can reach out to Joe Chickerillo here:
Your Virtual Consult Website
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:CARESTACK | Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 2 FREE MONTHS with Mango Voice
Emitrr | The Complete Customer Engagement Solution (that drastically reduces no-shows)Emitrr is giving all of our viewers & listeners an amazing exclusive deal, to schedule a free demo with Emitrr, visit our link here! https://emitrr.com/the-dental-marketer/
Thank you for supporting the podcast by checking out our sponsors!
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Trey LawrenceBusiness Name: American Association of OrthodontistsCheck out Trey's Media:TikTok: @theorthattorney
YouTube
Instagram: @theorthattorney
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Try advertising the things that minimize pain in your practice rather than using terms such as "pain free" or "painless."
- As a widely trusted source of knowledge, dentists are held to a higher standard of accuracy in promotional content wording. Be sure to support with reliable sources!
- It's always easier to pay a few bucks on the front end for a good lawyer rather than on the back end for violations or legal issues!
- Is the patient providing you economic value for entering in your giveaway? If so, this falls under your state's sweepstakes laws!
- Always get permission to use patient photos and clearly state what they will be used for.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
Our Sponsors & Their Exclusive Deals:CARESTACK | Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 2 FREE MONTHS with Mango Voice
Emitrr | The Complete Customer Engagement Solution (that drastically reduces no-shows)Emitrr is giving all of our viewers & listeners an amazing exclusive deal, to schedule a free demo with Emitrr, visit our link here! https://emitrr.com/the-dental-marketer/
Thank you for supporting the podcast by checking out our sponsors!
(If you DO want to work with Crimson Media Group, be sure to mention this podcast/ episode!)
Reach out to Crimson Media Group here: https://thedentalmarketer.lpages.co/crimsonmediafree/
Shane always gives all our listeners a: Free Marketing Analysis (just mention our podcast name)
In this episode, Shane Simmons, from Crimson Media Group, brings up some important points on internal marketing and how to set up a successful community event! Shane suggests planning an annual event for your patients where you provide food, games, and fun giveaways. He notes that it does not have to be anything wildly expensive or extravagant and it will pay off in the long run. Building rapport with your patient-base through events encourages them to invite friends and family to your office. As with most things, consistency is key here! If you keep at it with fun annual events, it will bring your dental community together over time.
Listen in on Shane and Michael's conversation here to pick up the latest tips on event planning and internal marketing!
You can reach out to Shane Simmons here:
Crimson Media Group Website
Facebook: https://www.facebook.com/crimsonmediamarketing/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:CARESTACK | Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 2 FREE MONTHS with Mango Voice
Emitrr | The Complete Customer Engagement Solution (that drastically reduces no-shows)Emitrr is giving all of our viewers & listeners an amazing exclusive deal, to schedule a free demo with Emitrr, visit our link here! https://emitrr.com/the-dental-marketer/
Thank you for supporting the podcast by checking out our sponsors!
This Episode is Sponsored By:Emitrr | The Complete Customer Engagement Solution (that drastically reduces no-shows)Emitrr is giving all of our viewers & listeners an amazing exclusive deal, to schedule a free demo with Emitrr, visit our link here! https://emitrr.com/the-dental-marketer/
Guest: Maria Cordero RicardoPractice Name: Philadelphia Pediatric DentistryCheck out Maria's Media:Instagram: @phillypediatricdentistry
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Always strive to learn and improve. If you're doing things the exact same in 5 years, you may not be improving enough!
- Diet is a core component of oral health. Be sure to communicate this to patients!
- Having a separate consultation room to discuss treatment with parents is a great way to improve the experience for the child and their parent.
- Try asking open ended questions to patients rather than having a yes or no checklist.
- Always listen to what the patient is saying! Providing a personalized solution based on individual needs of the patient is important.
- Try asking "how can I help you?" to angry patients. This will show them that you are calm and just trying to help them.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
In this episode, Dr. Paul Etchison from Nelson Ridge Family Dental, dives into his favorite ways to market your practice with existing patients! He emphasizes that having everyone on the same page for how we communicate with patients helps avoid confusion among patients. Building communication systems with your associates to help them know how to answer questions can boost treatment acceptance and unify your team. Most patients that come in have family members, so being proactive in getting them on the schedule is a gold mine of opportunity! Small details are also important to make patients feel comfortable such as keeping a clean office, walking up to greet them, or listening to their feedback.
Catch this conversation between Paul and Michael on internal marketing here!
You can reach out to Paul Etchison here:
The Dental Practice Heroes Podcast
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Our Sponsors & Their Exclusive Deals:CARESTACK | Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 2 FREE MONTHS with Mango Voice
Emitrr | The Complete Customer Engagement Solution (that drastically reduces no-shows)Emitrr is giving all of our viewers & listeners an amazing exclusive deal, to schedule a free demo with Emitrr, visit our link here! https://emitrr.com/the-dental-marketer/
Thank you for supporting the podcast by checking out our sponsors!
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Joanne Block RiefPractice Name: Crossroads Dental ArtsCheck out Joanne's Media:Email: dr.jbr@crossroadsdentalarts.com
Instagram: @crossroadsdentalarts
Joanne on episode 153!
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Getting patients used to seeing your associates can be a great way to alleviate a bottleneck in your practice!
- Listen in on what your associates want to do rather than only delegating what you don't want to do.
- Learn how to respond to the "do you take my insurance?" question with reassurance.
- Joining Facebook groups based on location can be an effective way to interface with the community!
- Do not assume associates know how to do something the way you want right away. Try guiding them with patience!
- Getting your team involved in seasonal events and parties can help nurture a healthy team culture.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]Our Sponsors & Their Exclusive Deals:CARESTACK | Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 2 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
In this episode, Dr. Nathan Coughlin from Thrive Dental and Orthodontics, gives us some of his best social media strategies utilizing Pinterest! 80% of US mothers on the internet are Pinterest users and 89% of Pinterest users are on the platform for purchase inspiration. With 500 million active monthly users, these stats are amazing if mothers are your target demographic! Dr. Coughlin goes into the importance of posting aesthetically pleasing photos and being sure to address the audience you are looking to reach. Before and after shots and photos of your beautiful practice are a great place to start when posting on Pinterest!
To catch Michael and Nathan's conversation on this often overlooked platform, hit play on this episode!
You can reach out to Nathan Coughlin here:
Thrive Dental and Orthodontics Website
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Guest: Elizabeth RobinsonBusiness Name: DandyCheck out Elizabeth's Media:Email: elizabethrobinson@meetdandy.com
Instagram: @drlizzyrob
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Determining whether a practice is high or low volume provides important insight as a potential associate!
- If you have accurate technology that shows the patient what is going on in their mouth, treatment is a much easier sell.
- Promoting how quick and easy your office is with technology is a great way to bring patients in!
- There are many paths to take as an associate outside of bread and butter dentistry. Don't be afraid to think outside the box!
- Be sure to research marketing companies and their reputations to find a good match.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
(If you DO want to work with Wonderist, be sure to mention this podcast/ episode!)
Reach out to Wonderist here: https://offers.wonderistagency.com/thedentalmarketer
In this episode, Michael and Natasha from Wonderist Agency dive into the trends on social media, their strategies for growth, and a new idea called "engagement pods." An engagement pod is where a group of accounts (12-20 people) all agree to like and comment on one another's posts every time they post. Michael and Natasha talk through the importance of engagement on social media and how these engagement pods help get your posts more views and make potential patients more comfortable commenting themselves. Michael goes on to state that he views social media as a confirmation stage for potential patients rather than them discovering your practice first through social media. Inviting people to engage and take the next step by visiting your site is an effective method at this stage!
Give a listen to this episode featuring Michael and Natasha to get more in depth on how to nurture your engagement!
You can reach out to Michael and Natasha here:
Wonderist Agency Website
Instagram: @wonderistagency
Michael's Email: michael.anderson@wonderistagency.com
Referenced:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Emitrr | The Complete Customer Engagement Solution (that drastically reduces no-shows)Emitrr is giving all of our viewers & listeners an amazing exclusive deal, to schedule a free demo with Emitrr, visit our link here! https://emitrr.com/the-dental-marketer/
Guest: Anmol OberoiBusiness Name: EmitrrCheck out Anmol's Media:Phone: 210-941-4696
Email: anmol@emitrr.com
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- If patients have a great experience, this is the most important time to ask for a review!
- In your practice there should be 3 main objectives: 1. Acquire new patients 2. Retain existing patients and 3. Keep your schedule full.
- Your front office should be focused on communicating with patients rather than manual tasks that could be automated.
- Try adding a texting option for patients to communicate a cancellation. This will help alleviate unexpected no-shows!
- If you haven't been on top of review follow-up with your current patients, don't worry! Sending review requests to your current patient base can produce great results.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
Thank you for supporting the podcast by checking out our sponsors!
In this episode, Rachel and Brittany from Social People.co, discuss the dos and don'ts of social media and their best practices for ramping up engagement. They highlight the importance of having a clear bio section stating what you do, how people can contact you, and why they should follow you. Using emojis and short descriptions can help make your bio concise to and to the point. Rachel and Brittany say that if you aim to make content that educates, inspires, or entertains, it will produce the best result. Also making sure to include authentic photos and videos of yourself and your team is a great way to boost engagement!
To learn more alongside social media experts Rachel and Brittany, check in on this new episode!
You can reach out to Rachel and Brittany here:
Website
Instagram: @socialpeople.co
Resources:
Engagement Essentials Guide!
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Shelley ReneeBusiness Name: Shelley Renee ConsultingCheck out Shelley's Media:Facebook Page
Instagram: @shelleyreneeconsulting
What’s the quickest way to find a broken system? Follow the money leaks! Click here for your free checklist: https://shelleyrenee.lpages.co/money-leaks-checklist/
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Team members are more motivated and engaged with clear core values and a voice in the practice.
- List out all your processes and systems in the practice. Chances are some of them are outdated or broken!
- Broken appointment patients should not be on the pre-booking list.
- The fears and resistance must be validated and listened to when making changes to the practice.
- Accommodating repeat broken appointment patients by placing them on a short notice call list can be better for both parties!
- The less on your to do list the better! Automation and better systems can help.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]Our Sponsors & Their Exclusive Deals:CARESTACK | Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 2 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
In this episode, Dr. Tyler Brady from Haven Dental, shows us what has been helping him the most when growing his following on social media! He states the importance of consistency and authenticity when posting on social media organically. When posting organically, you are playing the long game and it can take months to see returns rather than weeks. He emphasizes that you do not have to be bubbly or outgoing to connect with followers on social media! Being yourself and posting regularly is the key to this. Dr. Brady dives into one of his favorite strategies where he finds local highly engaging accounts on Instagram and offers them free whitening at his office. Even though this is a free giveaway, the recipients will return the favor by posting on social media more often than not, resulting in more patients in the long run!
Listen in on Tyler and Michael's chat here to hear about this strategy and more!
You can reach out to Tyler Brady here:
Instagram: @haven.dental
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Francisco NievesPractice Name: Granbury EndodonticsCheck out Francisco's Media:Facebook Page
Instagram: @granbury_endodontics
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- As an Endodontist, nurturing those referral relationships is key!
- Dr. Nieves gives all his referring doctors his phone number and stays in full communication with them.
- Often a referred patient will trust the opinion of their usual dentist and appreciate your respect of this.
- Everybody has a day where they need to take a break and grab a milkshake. Listen to your team and make sure they are well taken care of even on a bad day!
- Patient feedback on their visit's experience can provide lots of insight on details you may not have thought of or perceived as minor.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]Our Sponsors & Their Exclusive Deals:CARESTACK | Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 2 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
In this episode, professional copywriter Clare Yeo, teaches us some of her key takeaways from paid social media! Clare notes that while boosting and ads are both paid features on Instagram and Facebook, they have different purposes and produce different results. She emphasizes that boosting your post is less targeted, and shows your post to mainly people who already follow you. Creating an ad however, allows you to hone in on your target audience and show your post to just them! Clare's strategy involves getting consistent on organic social media for at least one month and using the data you gather from this to inform your ad plan. Content that is already performing well organically is a great place to start for forming ads. She also mentions Instagram stories and how this is an effective tool for showing behind the scenes.
Listen in on the latest episode with Clare Yeo to hear more about her strategies on social media and paid advertising!
You can reach out to Clare Yeo here:
Instagram: @thestorysocial
Resources:
Facebook Ads Library
https://www.facebook.com/ads/library/?active_status=all&ad_type=political_and_issue_ads&country=US&media_type=all
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Maryam MotlaghPractice Name: Aesthetic SmilesCheck out Maryam's Media:Myoaligner Website
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- If you are good at educating patients, you won't have to sell them on treatment!
- Adding specialty services, such as treating TMJ, can be a great way to increase production and profit margins.
- About 30% of patients in each practice have issues with TMJ. Training yourself and your team on this can open up opportunities within your own practice!
- Try bringing at least one team member to CE courses and seminars to get another person in the loop.
- Services that utilize medical billing rather than dental can open financial doors for patients.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]Our Sponsors & Their Exclusive Deals:CARESTACK | Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 2 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
(If you DO want to work with Golden Proportions, they are actually giving all our listeners 2 EXCLUSIVE DEALS)
Reach out to Golden Proportions here: https://go.goldenproportions.com/dental-marketer-deal
In this episode, Xana dives into social media demographics, ads, and building a plan around your campaigns. It is important to remember that demographics change by platform, so choosing the right one for your ad campaign can make all the difference! For instance, YouTube boasts above 90% of individuals ages 30 to 49 as users on their platform. TikTok and Instagram on the other hand, have a younger user population. Figuring out what you would like to offer, and then making a plan for the platform your ideal customer is on is one of Xana's key points. She recommends going all in on one strategy or platform rather that spreading thin across all of them. She also gets into stats on different platforms, such as average watch time, that can help you formulate an effective ad.
To pick up these social media strategies and fine tune your campaigns, give this episode with Xana Winans a listen!
You can reach out to Xana Winans here:
Golden Proportions Website
Golden Proportions Facebook
Instagram: @goldenproportionsmarketing
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!If you are not a startup, mention the name of this podcast for 2 FREE phones and 2 FREE months of service!
Guest: Richard MayBusiness Name: Mango VoiceCheck out Richard's Media:Facebook Profile
Phone Number: 435-359-2800
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Mango Voice Offers for Startups:
- Discounted pricing for the first 2 years.
- 2 free phones and 2 months of free service.
- Travis Campbell's book: Understanding Dental Insurance.
- The web phone mobile app.
- A business number that you can keep even if you switch!
Click here for Mango Voice's completely FREE startup package!Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
(If you DO want to work with Crimson Media Group, be sure to mention this podcast/ episode!)
Reach out to Crimson Media Group here: https://thedentalmarketer.lpages.co/crimsonmediafree/
Shane always gives all our listeners a: Free Marketing Analysis (just mention our podcast name)
In this episode, Shane Simmons, from Crimson Media Group, gives us three main pillars to an effective paid social media campaign:
- Be creative: People do not typically want to see highly branded and professional ads on social media. Making an ad that does not look like an ad can be a great way to connect with potential patients. Try making a personalized video or even taking a selfie with the practice in the background!
- Have effective copy: When forming an ad for social media, the written portion is just as important as the main photo or video. Summarizing who you are, what you do, and your values are a great place to start. Have fun with this! Try adding emojis to accentuate your offerings or services.
- Optimize your landing pages: The final step is making sure the page you are sending potential patients to is a high converting page. Having a specific goal for each campaign, and representing that in the landing page helps visitors experience less confusion. To help ease some anxiety from the first patient visit, try adding a video showing what patients can expect on their first day!
Catch Shane and Michael's discussion on these points and additional insight into effective paid social media campaigns in this episode!
You can reach out to Shane Simmons here:
Crimson Media Group Website
Facebook: https://www.facebook.com/crimsonmediamarketing/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Guest: Ivan ValcarenghiPractice Name: Radiante Facial & DentalCheck out Ivan's Media:Email: drivan@radiantedentalspa.com
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Listening is the #1 rule of an effective communication cycle.
- If you are focusing on high quality dentistry, and your pricing reflects that, you may not need or want as many patients in the door!
- With a longstanding brand and trust from the community, you spend less time "selling" your services, and more time educating patients.
- Try showing the value you bring that exceeds what is offered by insurance.
- Never be afraid to give refunds and make it right with bad patient experiences.
- Do not answer the insurance question with "No, we don't take that insurance." Start with education on what you DO offer!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
(If you DO want to sign up for the Pediatric Dental Marketing Course, sign up for the waitlist here!)
In this episode, Minal Sampat gives us the inside scoop on paid social media ads and how to make them perform most effectively. While branded content might look clean and professional, is it what people are searching for on Facebook and Instagram? Minal points to the importance of comments and engagement on posts, rather than highly branded content. She gives us one of her strategies on Facebook ads, where we target current followers of your page and people like them. This will result in a higher engagement rate, and then can be later boosted to new potential patients! When the new potential patients see more engagement and comments, they will be more inclined to click and learn more.
Be sure to listen or watch through this episode to catch Minal's best marketing tips on paid social media and more!
You can reach out to Minal Sampat here:
Website
Facebook Profile
Instagram: @minalsampatllc
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Sign up for The Making Of Retreat in Napa! https://www.themakingofpodcast.com/retreat (Be sure to use the discount code "TDM")
Guest: Ashley JovesPractice Name: Smile & Co.Check out Ashley's Media:Email: drashley@smileandcompany.com
The Making Of Podcast
The Making of a Dental Startup Facebook Group
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Here Are Some Things You Can Expect on the Retreat!
- Breakfast at Sky & Vine (Rooftop restaurant at The Archer Hotel.)
- Lunch at The Charlie Palmer Steakhouse (Archer Hotel.)
- Multiple wine tasting visits to upscale wineries.
- Dinner at The CIA at Copia - A food lover's paradise in Napa.
- Scott Luna mastermind session and many more guest speakers!
- Exclusive Mighty Networks mastermind groups and Zoom calls.
Sign up for The Making Of Retreat in Napa! https://www.themakingofpodcast.com/retreat (Be sure to use the discount code "TDM")
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]Our Sponsors & Their Exclusive Deals:CARESTACK | Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 2 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
In this episode, Kathryn Alderman, from Progressive Practice Solutions, gives us her top five tips for ramping up our conversion rates with potential patients:
- Engage with potential patients - When you are running ads for new patients, you want to make sure that they engage with your landing page and spell out what makes your practice unique! Why are you the perfect practice for them?
- Create a clickable title - Remember to include your value proposition within the title, and utilize key words to entice potential patients to click on your page. An effective description is important to have as well.
-
Include all the aspects of a high converting landing page - This involves stating your value proposition clearly and showing what you are offering. This can include engaging photos, videos, links to your YouTube channel, or other valuable content that positions you as an expert, and the perfect fit for them!
-
Answer phone calls - Once you have potential patients calling in, be sure to answer these calls right away! Including online scheduling and text options are also important considerations for the patient experience.
-
Mentor your team on how to deliver your value proposition message - One of the hardest and most rewarding parts of any marketing campaign is mentoring your team on vision and delivery of your offering and message!
Jump into this episode to catch Kathryn's breakdown of these steps and more!
You can reach out to Kathryn Alderman here:
Email: nebraskafamilydentistry@gmail.com
LinkedIn: https://www.linkedin.com/in/progressivepracticesolutions/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Sign up for The Making Of Retreat in Napa! https://www.themakingofpodcast.com/retreat (Be sure to use the discount code "TDM")
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Brandon PriorPractice Name: 100 West DentalCheck out Brandon's Media:Personal Instagram: @priordmd
Practice Instagram: @100westdental
Practice Facebook
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- We all focus on that one negative review, try recognizing the many positive reviews too!
- In a saturated market, investing in a unique logo and brand can be a way to stand out.
- The problem with comparing yourself to your peers is that it makes your goals a moving target. Strive to be better than YOU were last year!
- Set goals in multiple areas of your life, such as your practice, exercise, and healthy eating.
- The path is very defined progressing through school, but when you have your own practice, you have to make that next step yourself!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]Our Sponsors & Their Exclusive Deals:CARESTACK | Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 2 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
(If you DO want to work with Wonderist, be sure to mention this podcast/ episode!)
Reach out to Wonderist here: https://offers.wonderistagency.com/thedentalmarketer
In this episode, Michael Anderson and Cait Lanning from Wonderist Agency, discuss the importance of following up with leads that come in through paid advertising. When you are paying for leads, whether it be calls to your office, filling out a form, or clicking on an offer, it is essential to follow up with these people! You may have heard of the marketing phrase "seven touch points," saying that it takes about seven interactions with your brand for a lead to take action. What Michael and Cait focus on in this interview is what happens after they take action. They go over funnels and how to lower the barrier for leads to interact, as well as how to keep them in the loop so they can make a decision down the line! Some leads might not be ready now, but if your practice is following up and keeping top of mind, they could be ready to become your patient even months later.
Do not miss out on this episode to catch Michael and Cait's breakdown of leads, funnels, and effective follow-up!
You can reach out to Michael Anderson and Cait Lanning here:
Wonderist Agency Website
Instagram: @wonderistagency
Resources:
ClickFunnels Marketing Funnel Creator
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Rob LarawayPractice Name: Kent Island OrthodonticsCheck out Rob's Media:Facebook group: Orthodontic Startups (Orthodontists Only)
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Get involved in your buildout! There may be things that you spot during the process, that contractors might not.
- Sometimes the speed of your decision making is just as important as clinical speed.
- Try going into other practices and observing how they do things for insight before starting your own!
- Do not be afraid to make mistakes! Learn from them and turn that into a process you can delegate.
- Make time to relax in silence. Once starting a practice, there is not much down time, so find your peace in a drive home or moment to yourself.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]Our Sponsors & Their Exclusive Deals:CARESTACK | Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 2 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
(If you DO want to work with Crimson Media Group, be sure to mention this podcast/ episode!)
Reach out to Crimson Media Group here: https://thedentalmarketer.lpages.co/crimsonmediafree/
Shane always gives all our listeners a: Free Marketing Analysis (just mention our podcast name)
In this episode, Shane Simmons, from Crimson Media Group, reminds us of the first three main things we need to think about with patients brought in by ad campaigns:
- Answer the phone! Do not let the phones go to voicemail when people call after seeing an ad. These people are colder leads than referrals, and will quickly call the next in line. For this reason, try exclusively running ads during your call hours.
- Get to the root of their problem. We always get the question "How much does 'procedure x' cost?" The answer to this question is unique to each patient. Asking great follow-up questions and inviting the caller in for a consultation will show you care, and give you a better understanding of their needs!
- Send a personalized welcome video via email! When a patient schedules an appointment, send them an email with a video welcoming them to your practice and giving a short introduction on what you are all about. This does not have to be 100% personalized to each patient. Even a welcome video not mentioning names, can help add a personal touch!
Be sure not to miss this episode, and get more in-depth on Shane's tips for ad campaigns, phone skills, and how to bring those patients in!
You can reach out to Shane Simmons here:
Crimson Media Group Website
Facebook: https://www.facebook.com/crimsonmediamarketing/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
This Episode is Sponsored by: Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Guest: Delaney SpauldingPractice Name: Ross Bridge DentistryCheck out Delaney's Media:Facebook
Instagram: @rossbridgedentistry
TikTok: @rossbridgedentistry
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Being out of network can improve the patient experience with less limitations on their care.
- If you are not comfortable with a procedure, and do not have adequate training for it, do not feel like you have to do it.
- Reaching out to local news sources to tell your story can be a great way to pick up buzz.
- Consider going out of network with insurances if you have something unique to offer at your practice!
- A lot of Doctors have imposter syndrome before and after graduating. Gain your confidence by practicing, and don't let others put you down!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
(If you DO want to work with Golden Proportions, they are actually giving all our listeners 2 EXCLUSIVE DEALS)
Reach out to Golden Proportions here: https://go.goldenproportions.com/dental-marketer-deal
In this episode, Alison Micheletti from Golden Proportions Marketing gives us some valuable insight on social media marketing and the differences between organic and paid advertising! There are many ways to market your practice, and social media is a huge component of a well-rounded advertising campaign. But how do I know when to boost posts, run ads, or simply post organically? Alison answers these questions in the episode, breaking down best practices for organic and paid advertising on social media. Alison also gets into some important tips on phone skills and having a sales mindset. Once you have your leads from social media, the person answering the phone calls and messages will be imperative to the campaign's success! The whole office needs to see phone calls as new opportunities rather than interruptions to the day.
Listen in to this episode with Alison to get more in depth on paid and organic social media outreach, and exactly what to do next!
You can reach out to Alison Micheletti here:
alison@goldenproportions.com
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: David HarrisBusiness Name: ProsperidentCheck out David's Media:Phone: 888-398-2327
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Usually three conditions need to be met for someone to steal: Pressure, Opportunity, and Rationalization.
- Don't take shortcuts when hiring! Remember to check your state laws, and run background, drug, and credit history reports accordingly.
- Try asking for multiple forms of identification at the first interview to rule out identity theft.
- You are the business owner, so be sure to generate and check the end of day reports yourself!
- Sometimes the most trusted of employees will find a way to rationalize stealing money or altering data.
- If you suspect someone on your team is stealing, do not confront them immediately! Call a professional.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]Our Sponsors & Their Exclusive Deals:CARESTACK | Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice | The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 3 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
(If you DO want to join The Ground Marketing Course, you can learn more Here! )
In this episode, Michael gives us his top tips on how to follow up with your ground marketing leads! Having a ton of new leads from your recent ground marketing event is great, but will that alone get them through your doors? The answer is no. Michael gives us his nine steps for effective follow up and how to convert interested people into loyal patients! He goes over important points such as having a general script to get comfortable, how your following up is not annoying for leads, and being intentional with your call times. The individuals that give you their information at events are warm leads, meaning they are truly interested and want to hear from you. Be sure not to leave these interested individuals hanging for too long!
Jump into this episode and follow Michael through his nine steps for effective lead follow up!
You can find the article Michael is speaking of Here!
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Mary HochPractice Name: Cornerstone DentalCheck out Mary's Media:Email: maryhochdds@gmail.com
Facebook Page
Instagram Page
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Sometimes it's best to give your team the tools to succeed and give them space to shine individually!
- In a rural location, it's a powerful asset to get involved in the community and become known.
- Some experience cannot be derived fully from learning secondhand. Starting something yourself and learning as you go is important.
- Always weigh if you have more or less time on your hands, and decide whether or not to take the DIY approach accordingly. Sometimes it's worth delegating or outsourcing!
- Don't let the small details bog down your decision making. Ask yourself if the difference in decision will actually make a difference with patient experience.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]Our Sponsors & Their Exclusive Deals:CARESTACK| Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice| The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 3 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
(If you DO want to work with Studio8E8, be sure to mention this podcast/ episode!)
Reach out to Studio8E8 here: https://s8e8.com/
In this episode, Joshua Scott boils down SEO campaigns to four main objectives:
- General Website SEO: This objective emphasizes your general website's SEO and ranking. Here you can improve ranking with blog articles, videos, and keywords.
- SEO for Specific Offers: This objective involves breaking your site down into microsites or landing pages with the goal of promoting a specific offer or product.
- Mobile Search SEO: This has to do with you Google Business listing and how you show up on mobile searches. New key identifiers such as reviews and proximity to the searching individuals are prominent here.
- Alternate Search Engine SEO: Google holds the lions share of searching users, but other search engines such as TikTok and YouTube are growing in popularity! A strategy to target these alternative search engines could be a wise investment.
Tune in to this episode to hear Joshua break down these points, and give you the verbiage you need to effectively communicate goals with your next SEO campaign!
You can reach out to Joshua Scott here:
Studio8E8 Website
Instagram: @joshuascott
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Brandon FreemanPractice Name: Beyond Dental HealthCheck out Brandon's Media:Email: bfreeman@legacydso.com
Phone: 617-699-6801
Legacy DSO
Beyond Dental Club
Beyond Dental Business Club
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- If you are scheduling appointments 8 weeks out, it may be time to expand your practice!
- Always be willing to learn and adapt to new environments if you want growth in your practices.
- Following the evolution of tech and HR is essential to keeping sustainable.
- Try offering dental care to businesses with under 50 or so employees. Oftentimes, they do not have the resources to offer full health coverage for their employees!
- Building and nurturing a strong relationship with your banking representatives can make future loans much smoother.
- Aligning with local health clubs and events can be a great way to ground market!
- Always pay attention to the feelings of your team - How hard are they working, and do they have good work life balance?
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]Our Sponsors & Their Exclusive Deals:CARESTACK| Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice| The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 3 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
(If you DO want to work with Wonderist, be sure to mention this podcast/ episode!)
Reach out to Wonderist here: https://offers.wonderistagency.com/thedentalmarketer
In this episode, Michael Anderson and Gillian Duncan from Wonderist Agency come on to talk about two surefire ways to boost your SEO, that the dentist down the street probably is not doing! Wonderist Agency's senior SEO specialist, Gillian, dives into these strategies, starting with trend jacking. Trend jacking is an easy place to start, and all it takes is to keep track of what topics are becoming popular! A simple way to do this is by checking relevant social media hashtags, and seeing what topics have the most views or buzz. When you've locked down a popular topic, you can publish an article or blog post covering it! In the interview, we also cover FAQ schema markup. With a bit of backend coding on your website, you can use schema markup to make sure questions that people search for, easily pop up from your website description. The best part is you do not even need to know how to code! Tune into this week's episode to figure out exactly how Gillian implements these two game changing strategies!
You can reach out to Michael Anderson and Gillian Duncan here:
Wonderist Agency Website
Michael's Email: michael.anderson@wonderistagency.com
Resources:
Merkle Schema Markup SEO Article
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Andrew ValloPractice Names: The Dental Boutique Westchase and Best Value DenturesCheck out Andrew's Media:Email: docvallodds@gmail.com
The Dental Boutique Westchase Facebook
Best Value Dentures Facebook
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- If you have the mindset to do something, you will figure out how to make it happen!
- If your goal is growth, marketing is the last place you should be cutting on budget.
- Have an abundance mindset instead of a scarcity mindset. There are enough patients out there for all of us!
- If you are afraid to annoy patients with follow-up, your reviews and testimonials will be lacking.
- Creating value with new patient offers is a great way to get people in the door, just don't be discouraged if some JUST want the offer!
- To help narrow down your hiring process, try adding some additional qualifier questions to your sponsored Indeed postings!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]Our Sponsors & Their Exclusive Deals:CARESTACK| Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice| The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 3 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
(If you DO want to work with Crimson Media Group, be sure to mention this podcast/ episode!)
Reach out to Crimson Media Group here: https://thedentalmarketer.lpages.co/crimsonmediafree/
Shane always gives all our guest a: Free Marketing Analysis (just mention our podcast name)
Have you ever asked yourself this: "I have someone doing SEO on my website for years now... and I have a beautiful website… but no results… I'm still not on the first page of Google's search results... what is going on?" It usually comes down to this one single most important thing.
In this episode, Shane Simmons, from Crimson Media Group, gives us the rundown on backlinking and how important it is for your SEO! Backlinking is when other sites link to your site, and can offer a huge boost to your visibility in search engine ranking algorithms. Shane gives us an inside look at high quality backlinks, such as from .edu and news sites, and how to facilitate these for your business. He goes over ways to differentiate as a practice, and how to pick up interest from local news sources. He also mentions that running a sponsored event at your undergrad or dental school can be a great way to generate potential backlinks. When it comes to SEO, Shane highlights that you should not be discouraged without instant results, and it is normal for your ranking to fluctuate in the short-term. Dive into this episode to hear more of Shane's thoughts and strategies on SEO and the use of backlinking!
You can reach out to Shane Simmons here:
Crimson Media Group Website
Facebook: https://www.facebook.com/crimsonmediamarketing/
Resources (Keyword Analysis Websites):
https://ahrefs.com/
https://www.accuranker.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Vanessa EmersonBusiness Name: The Dental SpeakerCheck out Vanessa's Media:Email: info@thedentalspeaker.com
Speaker Packet Examples
Dental Speaker Institute
Her Book: So... You Think You Want to Speak in Dentistry?
DSI Fellowship Curriculum: www.FDSICurriculum.com
3 Hour Workshop (to help you determine if speaking/consulting is right for you): www.SpeakInDentistry.com
Facebook: www.facebook.com/TheDentalSpeaker
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Think about your life goals rather than business goals when contemplating being a speaker. It's not for everyone!
- Be sure to have other revenue centers that your speaking leads to, such as courses, consulting, or a product.
- Email campaigns are not dead! With proper click rate tracking, you will know what planners are really interested in having you speak.
- Always have a strategy for your speeches. Positioning yourself as the expert and offering a solution to the attendee's pain points is most effective.
- Learn directly from your audience and engage them during your speeches rather than just reading off of a PowerPoint.
- Self sponsored workshops are a great way to promote your business and deliver direct information that is not dictated by a third party.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]Our Sponsors & Their Exclusive Deals:CARESTACK| Cloud-Based Dental SoftwareSCHEDULE A FREE DEMO TODAY!Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Dandy | The Fully Digital, US-based Dental LabFor a completely FREE 3Shape Trios 3 scanner & $250 in lab credit click here: meetdandy.com/tdm !
Mango Voice| The best VoIP phones for small business with top software integrations & in-house customer support.Click here for Mango Voice's completely FREE startup package!OR
Click here to get 3 FREE MONTHS with Mango Voice
Thank you for supporting the podcast by checking out our sponsors!
(If you DO want to work with Golden Proportions, they are actually giving all our listeners 2 EXCLUSIVE DEALS)
Reach out to Golden Proportions here: https://go.goldenproportions.com/dental-marketer-deal
Request a Free SEO Analysis (Scroll down to "Free SEO Analysis")
In this episode, Xana Winans, from Golden Proportions Marketing, breaks down the four main pillars that she believes you should be seeing from your SEO company:
- Technical SEO - This covers the nuts and bolts of SEO: cleaning up bad backlinks, site speed, broken links on the site, and all the small details going into SEO.
- Content Development and Distribution - This involves keeping your site active with blog posts, page updates, and articles with longtail keywords and phrases.
- NAP Listing and Consistency - Your listings online including Name Address and Phone number (NAP,) should all be uniform! Having differing information online can cause search confusion and zombie listings as Xana calls them.
- Off Page SEO - These are the links to your site from other websites. You want high quality websites with good SEO standings to link to your site for an extra boost!
Give this episode a listen to hear more on these pillars and Xana's other tips on SEO, user experience, and conversion rates!
You can reach out to Xana Winans here:
Golden Proportions Website
Golden Proportions Facebook
Golden Proportions Instagram
Resources:
Definitive Guide to Improving Your Dental SEO
Your Exclusive TDM Deals on Golden Proportions Marketing
Request a Free SEO Analysis (Scroll down to "Free SEO Analysis")
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Dr. Ingrid MurraBusiness Name: Two FrontCheck out Ingrid's Media:Two Front Instagram
Personal Instagram
Email: ingrid@mytwofront.com
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/My Key Takeaways:
- We need orthodontists now more than ever! There are still areas to improve the patient's quality of care.
- The concept of moving teeth, and the specialization that goes into orthodontics, cannot be conveyed in a brief course.
- With a busy schedule, be sure to be extra intentional with how you're spending your free time!
- Just start! If you are waiting until "after this," or "after that," it will never get done.
- To make it happen in the dental world, failure is your friend. Embrace it, and see how you can improve moving forward.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
BEFORE OPENING
This episode is sponsored by: Mango Voice
Click here for Mango Voice's completely FREE startup package!
In this episode, Dr. Chris Green gives us a breakdown of his use of signage, progress updates, and ground marketing that give him an edge on opening day. He emphasizes that correct terminology in signage is especially important. Making sure you have the offer, dental branding, and a phone number, so people know that you are pre-booking patients, and they know where to call is key. Try not using exact dates, if you are not positive on construction or other possible setbacks. Giving a ballpark range of when your doors will be open, and then updating the patient along the way is a great way to engage them! He also brings up the importance of a simple landing page for pre-booking. Lastly, he goes through the patient mindset, and how most do not mind waiting the three to four months if you are upfront about the timeframe and possible delays in opening. Tune in to this episode with Dr. Chris Green to learn his startup strategies!
You can reach out to Dr. Chris Green here:
Website: https://www.thepracticelaunchpad.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Brought to you by:
SCHEDULE A FREE DEMO WITH CARESTACK TODAY!
Click the link below and get 1 MONTH FOR FREE + 10% OFF your Annual Subscription + 50% OFF Your Set-up Fee!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Guest: Dr. Aman KaurBusiness Name: Women In DSO OrganizationCheck out Aman's Media:AiM Dental Alliance
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Play to the strengths of your employees rather than focusing on what they struggle with.
- DSOs have great insight on peer to peer quality assurance.
- The best DSOs are fronted by Doctors, and their care for patients.
- It's up to the Doctor to communicate to patients and staff the importance of oral health.
- Find the reasoning behind your desire for growth before trying to grow!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
BEFORE OPENING
Casey's full interview: https://thedentalmarketer.site/podcast/341
In this episode Dr. Casey Geotz breaks down how he was able to bring in 120 new patients on opening day! He opened his practice in October 2020 and he lets us know exactly how he DIY'd his whole process to ensure he had new patients when his doors officially opened. Before opening he set up a VoIP phone, built his own website, and went out and made his own referrals happen! He built these referrals and partnerships with one main ingredient: coffee. Black Rifle Coffee to be exact! Listen in and see how he spent only 3 days behind his master plan of building referrals with coffee, and see just how incredible the reward was!
You can reach out to Dr. Casey Geotz here:
Email: cgoetz@troypediatricdentist.com
Brews and Tiny Teeth Podcast: https://podcasts.apple.com/us/podcast/brews-tiny-teeth-unfiltered-pediatric-dentistry-podcast/id1561176587
Practice Website: www.troypediatricdentist.com
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]
Guest: Kyle StanleyPractice Name: Beverly Hills DentistCheck out Kyle's Media:Instagram
Speaker Website
Pearl AI Company
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/My Key Takeaways:
- Make sure to separate yourself from your business. Your self worth shouldn't rely on performance!
- Fast is not always the best. Sometimes slow and high quality is a good differentiator.
- What are your life values and how can you build your business around those?
- Do not give up on those hard conversations regarding finances or other business decisions.
- In a partnership, every party should feel the agreement is fair! These deals evolve and change over time.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
BEFORE OPENING
Kathryn's full interview: https://thedentalmarketer.site/podcast/371
In this episode Dr. Kathryn Alderman gives us a unique and interesting mindset on how to view your practice, new patients, and the industry. She tells us how potential patients are just a number of shares we hope to take from the market we are in. If you start to ask yourself "what do I bring to the market and how will I take shares" then this could change the way you market your startup! She gives us important steps we must take into consideration, one of them being: storytelling. The best thing we can do is get our story brand down tight. You must define the need we are covering in your story and from there you can create a series of marketing material and share it on various platforms before you open your doors. She also tells us what is a "MUST" on the digital marketing side before we open our doors and so much more.
You can reach out to Dr. Kathryn Alderman here:
Website: https://progressivedentalmentor.com
Linkedin: https://www.linkedin.com/in/progressivepracticesolutions
Email: progressivedentalmentor@gmail.com
Check out and follow Kathryn's dental practice:
Website: nebraskafamilydentistry.com
Youtube: Nebraska Family Dentistry
Facebook: @nebraskafamilydentistry
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]Guest: Irene IancuPractice Name: Toothlife StudioCheck out Irene's Media:Email: irene@toothlifestudios.ca
@toothlife.irene
@toothlife
@toothlifestudio
@toothordare.podcast
Toothlife Brand
Personal Website
Her Podcast: Tooth or Dare
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/My Key Takeaways:
- Is that a one person question or a two person question? If it's one, try having team members find out on their own!
- Never start a sentence with "you are 'just' a..." They are not "just" a hygienist, associate, employee, etc.
- Small businesses are a great place to start with ground marketing and outreach! Try to find out where they congregate.
- Your newsletter doesn't always have to be directly dental related. People love a personal human touch.
- If you have to use the "compliment sandwich," then you are not giving enough positive affirmation in general. Keep critiques separate from praise!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
BEFORE OPENING
In this episode Dr. Chris Phelps tells us his 3 proven startup marketing methods he utilized BEFORE OPENING his doors to ensure, that when he was open to the public, he had new patients on day one. We discuss how direct mailers are huge component ONLY if you know what you are doing (and Chris gives us the exact formula he utilizes to ensure you know what you are doing). Then we discuss local paper advertisement and then... ground marketing! Chris lets us know the timeline, the verbiage he utilized, how much he paid, if he used any incentives (why or why not), and more!
For those interested in learning more about patient mindsets, improving their ability to schedule new patients and increase case acceptance, they should come in person or online to my July 8-9 Principles of Persuasion in Dentistry workshop. https://thephelpsinstitute.ticketbud.com/pop
For those interested in learning more about how Golden Goose Scheduling can be first in line or back to help the team answer and schedule more new patient phone calls or find out about our discounted pricing for start up practices, they can email us at support@goldengoosescheduling.com
You can reach out to Dr. Chris Phelps here:
Email: chris@drphelpshelps.com
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://lp.carestack.org/thedentalmarketer
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Guest: Brad DykstraPractice Name: MI Smiles Dental GroupCheck out Brad's Media:Email: drdykstra@mismilesdentalgroup.com
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/Join this podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Verbiage matters! Pay attention to how your using words.
- Invest in technology and educating your team to have a progressive business.
- It doesn't matter how long you spend on something, it matters if it gets done.
- Sometimes enticing is a better motivator than pushing.
- Patients do not want 10 options, they want your best concise opinion!
- When implementing systems, try to preserve the unique culture of each practice!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
(If you DO want to work with Studio8e8, they are actually giving all our listeners an EXCLUSIVE DEAL!)
Reach out to Studio8e8 here: https://s8e8.com/affiliates/tdm?utm_source=tdm&utm_medium=affiliate&wc_clear=true
In this episode Joshua Scott lets us know the 4 crucial mindsets we must have to run a Google ad's campaign successfully. He lets us know why Google ads are possibly one of the best investments for your practice and how the 4 mindsets fall into this. The first one is: EXPOSURE. Joshua breaks down for us what the minimum he has seen his clients invest in Google Ads in order to get the proper exposure with the best results. Joshua also tells us exactly what the ads consist of. We dive much deeper into this point along with 3 more other points.
You can reach out to Joshua Scott here:
Instagram: https://www.instagram.com/studio8e8/
Studio 8e8 Website: s8e8.com
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
p.s. The first link directing you to Studio8e8 Exclusive Deal, is an affiliate link, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that I have experience with this company, and I recommend them because they are helpful and useful, not because of the small commissions I make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you achieve your goals.
Join this podcast's Facebook Group: The Dental Marketer Society
[Click here to leave a review on iTunes]
Guest: Barb StackhouseBusiness Name: Profit First for DentistsCheck out Barb's Media:Facebook
Her Book: Profit First for Dentists
Schedule A Call
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/My Key Takeaways:
- Instead of pointing fingers at team members, trying working together to change the system!
- Make sure to have a defined structure for team meetings. They are not meant for gripe sessions.
- With designated financial accounts, you will know your exact financial standing at any point.
- Changing behavior and building good habits is essential for motivation!
- Try setting aside 1% of collections every week into a savings account to build habit and ease stress.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
(If you DO want to work with Golden Proportions, they are actually giving all our listeners 2 EXCLUSIVE DEALS)
Reach out to Golden Proportions here: https://go.goldenproportions.com/dental-marketer-deal
In this episode Alison Micheletti tells us 5 main steps that will lead you to a successful Google campaign, meaning, you won't just get clicks and views... you'll get butts in chairs! First and foremost we need to steer the boat in a direction and the best direction and for that we need to set S.M.A.R.T. goals. She breaks down this first step for us so we know exactly where to go with Google Ads. Then she gives us the next 5 steps with actionable details on what to do. We also discuss the top 2 most common mistakes most practice owners make when it comes to Google Ads.
You can reach out to Alison Micheletti here:
Website: https://www.goldenproportionsmarketing.com/
Email: alison@goldenproportions.com
Other links that were discussed:
https://ads.google.com/home/tools/keyword-planner/
https://trends.google.com/trends/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
This episode is sponsored by: Dandy | The Fully Digital, US-based Dental LabFor a FREE scanner & $250 in lab credit click here: meetdandy.com/tdm !
Guest: Ankur GuptaPractice Name: North Ridgeville Family DentistryCheck out Ankur's Media:Dr. Gupta's Educator Website
The Happy Dentist Retreat
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
My Key Takeaways:
- If you're not comfortable ground marketing, sometimes it's best to just do it until you are!
- Testing new systems is great, but remember when something works, stick with it.
- Professional is not always the answer for engaging marketing.
- You'll never do something special without team meetings. Facilitate the planning needed for special projects!
- It doesn't matter how much you make, if you have even more debt. Be sure to take paying debt off seriously.
- Not letting rejection bother you can tremendously improve confidence and case acceptance. Learn how!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
(If you DO want to work with Crimson Media Group, be sure to mention this podcast/ episode!)
Reach out to Crimson Media Group here: https://thedentalmarketer.lpages.co/crimsonmediafree/
Shane always gives all our guest a: Free Marketing Analysis (just mention our podcast name)
In this episode Shane Simmons shows us how to attract more implant cases to our practice through Google Ads. He shows you how to be more efficient and how we can steal traffic and leads from the big competitors. We discuss how theres 3 main things you must do with every single ad that you run for implant cases: 1) Don't just have an ad running, you need a great offer with it. 2) Have a dedicated landing page for the this campaign. 3) Know your cost per conversion and acquisition. You want to run your ad for at least 3 months to collect enough data to know when is the best time to run ads, what are the best keywords/ terms to bid on, and how to readjust for better results.
You can reach out to Shane Simmons here:
Facebook: https://www.facebook.com/crimsonmediamarketing/
Website: https://www.crimsonmediagroup.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
[Click here to leave a review on iTunes]
Guest: Karen Golden RussellBusiness Name: Henry ScheinCheck out Karen's Media:Email: karen.goldenrussell@henryschein.com
eAssist Dental Billing Solutions
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
My Key Takeaways:
- There is enough room in the market for DSO's AND private practices!
- You deserve 100% of the payment for the quality service you provide.
- Medical and dental have different standards of care, find out where they are set apart!
- How remote work is a sought after job specification and how you can utilize it.
- It's hard for patients to evaluate quality clinical work. Usually feedback is centered around "The Dr. is so nice!"
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
The Dental Marketer University: https://thedentalmarketer.lpages.co/tdmu/
In this episode Michael Anderson shows us how to create and find the budget you need for the goals you have. We also discuss the expectations you must have in case your budget does not meet the goals. He discusses what we should lean in more on, if our budget is low and we really need new patients as well. We also discuss how the term "dental implants" can be very competitive, therefore expect to have a higher budget for certain keywords or see how you can diversify your keywords.
You can reach out to Michael Anderson here:
Email: michael.anderson@wonderistagency.com
Website: https://www.wonderistagency.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://lp.carestack.org/thedentalmarketer
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Guest: Clara GriffeyPractice Name: Keep Smiling WacoCheck out Clara's Media:Email: clara.griffey.dds@gmail.com
Practice Facebook Page
Clara's Facebook Page
The Dental Garage Sale Facebook Group
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/Join this podcast's Facebook Group: The Dental Marketer SocietyMy Key Takeaways:
- How Clara has 60 new patients per month with community outreach and in-network insurance!
- Is it time to drop insurance companies, hire more associates, or both?
- When employees are resistant to change, sometimes the best option is to let them go.
- If it feels like you are growing a practice as an associate, to later be handed off to another person, it may be time to start your own!
- Try investing in your SUPER referral patients that tell everyone about your practice.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
The Dental Marketer University: https://thedentalmarketer.lpages.co/tdmu/
In this episode Shane Simmons lets us know how to easily and quickly attract new patients with predictability on Google. If you knew how many patients you needed to attract plus how much you needed to spend to attract these patients, then growth would become a lot easier! Attracting new patients would be insanely predictable. Well, that's the formula that Shane is giving us. We also discuss the number one mistake most practice owners and marketing agencies make with conversion and tracking your Google Ads.
You can reach out to Shane Simmons here:
Facebook: https://www.facebook.com/crimsonmediamarketing/
Website: https://www.crimsonmediagroup.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://lp.carestack.org/thedentalmarketer
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Guest: Ashley HansonPractice Name: Bellano Dental HealthCheck out Ashley's Media:Email: ashley.hanson@bellanodental.com
The Dental A Team
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/My Key Takeaways:
- If your team is happy, that transfers to the patients!
- Try celebrating wins from the prior day in daily huddles.
- Reading positive Google reviews with the team can help morale.
- Think of drawbacks patients have from physician visits and built your practice to combat those!
- It all starts with good communication from the back office to the front office.
- Proper communication of urgency and timing is important with patient visits.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
The Dental Marketer University: https://thedentalmarketer.lpages.co/tdmu/
In this episode Dr. Chris Phelps lets us know the best way to use membership plans to reactivate patients. He let's us know the strategy he used to get over 3,000 patients to sign-up to his in-house membership plan. We also discuss how the team and doctor should present plans to insurance patients and not assume that non-insured patients only need it. In fact, offering in-house membership plans to your insured patients may actually be more beneficial! Listen in to this episode to see how and why.
You can reach out to Dr. Chris Phelps here:
Email: chris@drphelpshelps.com
Website: http://www.dentalmembershipdirect.com/optin31569574
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
This episode is sponsored by: Dandy | The Fully Digital, US-based Dental LabFor a FREE scanner & $250 in lab credit click here: meetdandy.com/tdm !
Guest: Ashley CiapciakPractice Name: Brede Ciapciak DentalCheck out Ashley's Media:TikTok
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/My Key Takeaways:
- Sometimes letting one problem employee go is the key to your team flourishing!
- Involving your team in the hiring process can be a healthy practice.
- Try making systems to eliminate small mistakes that happen often in your business.
- Good communication is the difference between a good and bad team!
- Learning more about your patients and showing them love is important to make time for.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
The Dental Marketer University: https://thedentalmarketer.lpages.co/tdmu/
In this episode Michael Anderson shows us the best possible way to market your in-house membership plan online and from your website. He lets us know how you should make your plan feel like a product on your website and how to clearly articulate your plan in simple terms so that whoever see's it is attracted and intrigued. We also discuss the operations of having a dedicated page just for your in-house plan/ discount plan and what expectations you should have once you have everything set up. Michael tells us how we should not just add a membership plan and walk away from it. he shares with us what he has seen work very well with his practices and what has worked poorly.
You can reach out to Michael Anderson here:
Email: michael.anderson@wonderistagency.com
Website: https://www.wonderistagency.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/[Click here to leave a review on iTunes]Guest: Jenny CitrinPractice Name: Thrive Dental Co.Check out Jenny's Media:Facebook
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
My Key Takeaways:
- See if your are eligible for a rate reduction on your loan!
- Be sure to research your landlord before moving into the space.
- Having a lease attorney review your lease thoroughly is essential.
- When feeling overwhelmed, try picturing your future when you are free of the stressors.
- Hiring a good consultant can help with goal setting and gauging where to go next!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]
The Dental Marketer University: https://thedentalmarketer.lpages.co/tdmu/
In this episode Jordon Comstock breaks down the 3 things we need to know before even creating the pricing point for our in-house membership plans. Knowing these 3 things will set you up for success when it comes to offering your membership plans. Remember these plans are a volume game, so the purpose is to know exactly how much to charge and how easy it is for the patient to say "yes" to them. Jordon lets us know the perfect pricing point and how some of the most successful practices present their plans.
You can reach out to Jordon Comstock here:
Website: https://boomcloudapps.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Brought to you by:
CARESTACK | The All-in-One Cloud Based Practice Management Software
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://thedentalmarketer.lpages.co/carestack/
You can even reach out to Jim Gerson (my "go to" person) from Carestack: jgerson@carestack.com
And if you use the link provided here, they will also give you 10% OFF your Annual Subscription PLUS 50% OFF your set-up fee!
Check out CARESTACK now: https://thedentalmarketer.lpages.co/carestack/
Guest: Colin CarrBusiness Name: Carr Real Estate GroupCheck out Colin's Media:Facebook
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/Join this podcast's Facebook Group: The Dental Marketer SocietyMy Key Takeaways:
- Price per square foot varies greatly by region!
- The negotiation is where you really gain value, not finding the space.
- Negotiate with real market information - What terms could you get if you moved?
- Always have a real estate attorney review your lease.
- Try starting at least 12 month ahead of time to negotiate lease renewal!
- You will not necessarily save money doing negotiations yourself.
- Do not tell the landlord that their property is your favorite choice.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on itunes]
The Dental Marketer University: https://thedentalmarketer.lpages.co/tdmu/
In this episode Vivek Kinra lets us know why in house membership plans need to be simple not just for the patient to understand but also simple enough for your front office to present and sell. The more things you add, the tougher it will be for your team. He let's us know the 3 basic plans you can build upon if you need to but if you don't then just present it as is and watch the numbers of patients accepting this plan grow. We also discuss mistakes Vivek has seen with in-house membership plans and why do we really need a software to create an in-house membership plan instead of trying to create one yourself.
You can reach out to Vivek Kinra here:
Email: vkinra@ppoprofits.com
Website: https://www.ppoprofits.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
**This episode is sponsored by:
Dandy | The Fully-Digital, US-based Dental Lab
For a FREE scanner & $250 in lab credit click here: meetdandy.com/tdm !**
Guest: Barry BartusiakPractice Name: Bartusiak Dental Care of WashingtonCheck out Barry's Media:Phone: 724-255-1115
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/
My Key Takeaways:
- The doctor should not be talking insurance! Delegate that to the front office.
- Always expect there to be two problems per day to condition your mind.
- MIT - What is the Most Important Thing to be focusing on right now?
- Do not invent genius, copy it.
- How does Dr Bartusiak have 89% treatment acceptance?
- There should be $20,000 to $25,000 in collections for each added employee.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on itunes]
The Dental Marketer University: https://thedentalmarketer.lpages.co/tdmu/
How To Effectively Do Direct Mail/ Postcard Marketing: https://ground-marketers.thinkific.com/courses/how-to-effectively-do-direct-mail-postcard-marketing
In this episode Aaron lets us know the tried and true offers that he has seen work wonders and the ones that do NOT work at all. He also tells us how to position the offers and design them so that they call attention to the potential new patient. He lets us know how you need to try and have 3 offers: 1 that speaks to an insurance patients, 1 that speaks to a cash patient, 1 that speaks to big cases.
You can reach out to Aaron Boone here:
https://mvpmailhouse.com/
aaron@mvpmailhouse.com
Phone: (877) 410-2887
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Download our FREE marketing E-book: 1,000 Patients | Tested & Proven Methods to Bring in New Patients This Week!
Join The Dental Marketer University: TDM University
Guest: Trey TepichinBusiness Name: Cloud DentistryCheck out Trey's Media:Facebook
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/My Key Takeaways:
- Having coffee with someone when doing business is much more personal than an email.
- Don't fall into the trap of thinking "I have to do everything," as a dentist.
- The average person does not understand how important oral hygiene is. Help educate them!
- The dental community is especially tight knit and supportive. Try getting involved!
- Cloud Dentistry allows you to try professionals at your office on short notice and even hire them if you are impressed.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on itunes]
Check out the latest course on doing mailers/ postcards effectively to attract new patients and bring back unfinished treatment.
How To Effectively Do Direct Mail/ Postcard Marketing: https://ground-marketers.thinkific.com/courses/how-to-effectively-do-direct-mail-postcard-marketing
The Dental Marketer University: https://ground-marketers.thinkific.com/bundles/the-dental-marketer
In this episode Talon lets us know exactly how he draws patients with his postcards/ mailers. It's interesting to note how he designs an offer that makes the person call the practice, then from that point on, it's all up to his front office to convert the caller into a patient. I REALLY like this because the focus on the mailer is specific, which is, get the person to call the office. We also discuss how much he currently is paying for mailers, how often he is sending them out and what did NOT work for him in the past and how he adjusted it. He also has advice for practice owners who felt like mailers/ postcards didn't work for them.
You can reach out to Talon Davis here:
https://www.facebook.com/TalonDavis
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Download our FREE marketing E-book: 1,000 Patients | Tested & Proven Methods to Bring in New Patients This Week!
Join this podcast's Facebook Group: The Dental Marketer Society
Join The Dental Marketer University: TDM University
Guest: Ella OsbornPractice Name: Seaport SmilesCheck out Ella's Media:Instagram
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/My Key Takeaways:
- Forgive yourself faster!
- It's important to have separation from your business.
- Set realistic expectations for your practice.
- Don't say anything demoralizing to yourself that you wouldn't say to a friend.
- It's ok that you didn't respond to that email!
- Everyone has unique personal strengths - keep this in mind when comparing to others!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on itunes]
Check out the latest course on doing mailers/ postcards effectively to attract new patients and bring back unfinished treatment.
How To Effectively Do Direct Mail/ Postcard Marketing: https://ground-marketers.thinkific.com/courses/how-to-effectively-do-direct-mail-postcard-marketing
The Dental Marketer University: https://ground-marketers.thinkific.com/bundles/the-dental-marketer
In this episode Aaron lets us know the best times, best months, and best seasons according to where you're located to send out mailers. We also talk specifically about the best strategy you can utilize to get new patients this spring! He lets us know the best way to design postcards to get new patients and what type of campaign you should be running right now, during tax season. He also lets us know the why it is never a good idea to have the same campaign and mailer sent out all year long. You must be dynamic with your postcards/ mailers throughout the year.
You can reach out to Aaron Boone here:
https://mvpmailhouse.com/
aaron@mvpmailhouse.com
Phone: (877) 410-2887
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Download our FREE marketing E-book: 1,000 Patients | Tested & Proven Methods to Bring in New Patients This Week!
Join this podcast's Facebook Group: The Dental Marketer Society
[Click here to leave a review on itunes]Guest: Danya MontoyaBusiness Name: DSO Success ConsultingCheck out Danya's Media:Facebook Page
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/My Key Takeaways:
- Patient retention can be more important than new patient numbers!
- Create an executive team.
- Stop and listen to your patients - they have more answers than you think.
- Keep track of numbers you can control: KPIs.
- You cannot be too busy to work on hygiene retention.
- Scale goals down to numbers your associates can get excited about!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on itunes]
Hey! Don't forget to check out the latest course on strategically dropping PPO insurances!
How To Strategically Drop PPO Insurances Course: https://ground-marketers.thinkific.com/courses/How-to-Strategically-Drop-PPOs
The Dental Marketer University: https://ground-marketers.thinkific.com/bundles/the-dental-marketer
In this episode Dr. Travis Campbell tells us how we need to think of insurance companies. He gives us the rundown on how he started dropping insurances in his practice, why he decided to do it, how he handled patients leaving AND... why he decided to go back in network with a lot of the insurance companies he initially had dropped. We also discuss the exact timeline on when you should start letting your patients and your insurance know about the changes you will be making.
You can reach out to Travis Campbell here:
Website: https://dentalinsuranceguy.com/wait-list
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Download our FREE marketing E-book: 1,000 Patients | Tested & Proven Methods to Bring in New Patients This Week!
Join this podcast's Facebook Group: The Dental Marketer Society
[Click here to leave a review on itunes]Guest: Michael DinsioBusiness Name: Next Level ConsultantsCheck out Michael's Media:His Podcasts
Facebook Page
Schedule A Meeting
Phone: 720-309-9551
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/My Key Takeaways:
- It's ok to have a change in vision!
- Every practice owner has to spend time working ON their business as well as IN it.
- Sometimes working 3 great production days a week is better than 5 ok ones!
- When acquiring a practice, be wary of anomalies in evaluations.
- Being more efficient with the small things can make the biggest difference.
- The whole team should be on-board with system changes.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on itunes]
Hey! Don't forget to check out the latest course on strategically dropping PPO insurances!
How To Strategically Drop PPO Insurances Course: https://ground-marketers.thinkific.com/courses/How-to-Strategically-Drop-PPOs
The Dental Marketer University: https://ground-marketers.thinkific.com/bundles/the-dental-marketer
In this episode Amy Hernandez literally gives us the breakdown on the narrative we need to have and how to gather the appropriate information to never get a crown or perio procedure denied by any insurance you are in-network with! We also discuss the most common but hidden mistakes most practices make when it comes to insurance. We also discuss the real reason behind denied claims and push back from insurance companies.
You can reach out to Amy Hernandez here:
Email: amyh@ppoprofits.com
Website: https://www.ppoprofits.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Download our FREE marketing E-book: 1,000 Patients | Tested & Proven Methods to Bring in New Patients This Week!
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Nathan CoughlinPractice Name: Thrive Dental and OrthodonticsCheck out Nathan's Media:TikTok
YouTube
Host: Michael AriasWebsite: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/My Key Takeaways:
- Market outside the box on Pinterest!
- TBAR - Thought influences Belief, which changes Action, which delivers different Results.
- All marketing builds brand awareness. Don't get discouraged by not seeing results right away!
- Surround yourself with other ambitious individuals.
- Having a manager that can give you honest feedback on your leadership can be a valuable asset.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on itunes]
Hey! Don't forget to check out the latest course on strategically dropping PPO insurances!
How To Strategically Drop PPO Insurances Course: https://ground-marketers.thinkific.com/courses/How-to-Strategically-Drop-PPOs
The Dental Marketer University: https://ground-marketers.thinkific.com/bundles/the-dental-marketer
In this episode Dr. Stephanie Mapp tells us exactly the steps she took to drop Delta Dental and other insurances that were limiting her practice's potential. She lets us know how to do our research to find out how to get paid MORE from Delta by being out of network than in-network! We also discuss how to offset the loss of any patients (because you will lose some patients), how far out should you start bringing the fact that you will drop an insurance provider to the patient who is covered by that insurance, what message should the team be translating to your patients who will be affected, and more!
You can reach out to Dr. Stephanie Mapp here:
Website: www.mappyourpractice.com
Facebook: https://www.facebook.com/stephanie.mapp.5
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Free E-book: 1,000 patients E-book
Tekagogo Offer: On behalf of Tekagogo we’d love to give you a free hour of service on us in participating areas (CA, NY, NJ, VA, MD, IL, FL.) Sign up is quick, easy, and free at Tekagogo.com. Use promo code TDM22 for a free hour on your first work order! Don't wait as it expires April 30th, 2022. We aren't everywhere yet but will be soon! Let us know you are interested by emailing at opportunity@tekagogo.com.
Guest: Eric PayneBusiness Name: TekagogoCheck out Eric's Media:Facebook
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Know what you don't know and find others that do!
- Preventative maintenance is as important for equipment as it is for teeth.
- The practice where a patient gets a second opinion from, will most likely be their new practice.
- If it's no ones responsibility, it's everyone's responsibility.
- Have a system for even the smallest of tasks!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Hey! Don't forget to check out the latest course on strategically dropping PPO insurances!
How To Strategically Drop PPO Insurances Course: https://ground-marketers.thinkific.com/courses/How-to-Strategically-Drop-PPOs
The Dental Marketer University: https://ground-marketers.thinkific.com/bundles/the-dental-marketer
In this episode Dr. Nicole Vane shares with us three steps/ tips we must take in order to successfully start dropping PPO insurances. We talk about the timeline and how long it actually took Nicole to fully go FFS. She discusses how our marketing and content creation has to become a habit and how dropping insurances will really help you niche down on what you really love to do in your practice and what you're excited about as opposed to being limited on what you want to do because of what insurances allow you to do. Nicole also shares with us how to properly answer the question "do you take my insurance" and how to convert the caller. I also really appreciate how Nicole tells us that you MUST have a clear intent drop date, listen in to this episode to see exactly what that means and how it's crucial for going FFS.
You can reach out to Dr. Nicole Vane here:
Website: https://www.moonlightbeachdental.com/
Facebook: https://www.facebook.com/drnicolevane/about/?ref=page_internal
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my email list here: https://thedentalmarketer.lpages.co/newsletter/
Guest: Aly ViraniPractice Name: North Cardiff Dental & ImplantsCheck out Aly's Media:Facebook
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Sometimes a cut in pay is worth it if you love what you are doing!
- If you are going to make sacrifices, be sure to stick with your principals.
- Try being attentive to the lives your associates want to live and set hours accordingly.
- You don't have time to master everything, so outsourcing and trusting mastery is important.
- Sometimes hiring people who think the same as you is a disadvantage.
- The perspective and terminology of a patient is important in marketing.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
How To Strategically Drop PPO Insurances Course: https://ground-marketers.thinkific.com/courses/How-to-Strategically-Drop-PPOs
The Dental Marketer University: https://ground-marketers.thinkific.com/bundles/the-dental-marketer
In this episode Dr. Sonny Spera lets us know exactly how to be a pig, instead of a chicken, when it comes to dropping PPO insurances. He lets us know exactly what to expect and what it really takes to start dropping insurances. We can all do it if we really take to heart what Sonny tells us. We also discuss how we can get the team on board (which is probably one of the most important things) and what to do if we want to start out as FFS. Sonny also tells us what are some of the biggest mistakes you can make as you try and drop insurances.
You can reach out to Dr. Sonny Spera here:
Fee For Service Podcast: https://podcasts.apple.com/us/podcast/the-fee-for-service-dentist-podcast/id1320490287
Facebook: https://www.facebook.com/sonny.spera
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://thedentalmarketer.lpages.co/carestack/
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://thedentalmarketer.lpages.co/carestack/
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Mateo VidalesPractice Name: Shimmering DentalCheck out Mateo's Media:Instagram
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Seeking underperforming practices that you can add value to can be more profitable acquisitions!
- Make sure to you are hiring associates to fit your vision.
- Social proof with reviews are a big factor in patients choosing your dental office.
- Always be genuine with the patient when treatment planning.
- Make sure associates know that underperformance hurts the team as a whole!
- When you acquire a practice, you are purchasing the problems along with the positive aspects.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
The Dental Marketer University: https://ground-marketers.thinkific.com/bundles/the-dental-marketer
The Ground Marketing Course: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
What matters most is people SHOWING UP! You can get 100 people to sign up to see you, but if none of them show up in your practice, then your Ground Marketing effort/ event didn't really matter. SO... in this episode we discuss how to strategically call your leads that you obtained while Ground Marketing, so that they come into your practice ASAP! Think about it, not every single person that signs up at an event or business will answer immediately when you call to schedule them or have open availability to see you whenever... so what can you say to make sure you are not just giving out free incentives, you're getting the lead in within 12-24 hours, and making sure to get production out of the initial visit. In this episode I discuss just that!
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://thedentalmarketer.lpages.co/carestack/
You can even reach out to Jim Gerson (my "go to" person) from Carestack: jgerson@carestack.com
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://thedentalmarketer.lpages.co/carestack/
Guest: Dr. Alex Otto and Tim OttoPractice Name: Kids Tooth Team Pediatric DentistryCheck out Alex and Tim's Media:Email
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Not all financial advisors have good advice!
- Do not build a dental office with the sole intent of selling it.
- Hire for personality, coachability, and a self-starter attitude!
- Researching demographics can be a huge factor in your future earnings.
- Great location is a key factor in success.
- Make sure you are not lacking in one area with a comprehensive marketing plan.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
This is such an effective strategy that many of us never even utilize. How many restaurants do you have in just a one mile radius from your practice? You should be Ground Marketing to them and the employees need to not only know about you, but also become familiar with your practice. In this episode I show you just exactly how to do that! I also show you the scripts on how you can get the employees to sign up to become a new patient!
Also, once upon a time, a loooong time ago, I did an episode on Ground Marketing to Sushi Bars! It was like episode 6 of the Monday Morning Marketing series, so go listen to that if you want here:
Ground Marketing to Sushi Bars episode
Here is the Unit on "Restaurants" in The Ground Marketing Course that I have unlocked for you to see (this is how it should look):
Click here to to go check it out now: " Unit NINE - Restaurants "
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
Join my email list here: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Jordon ComstockBusiness Name: BoomCloudCheck out Jordon's Media:Fair Health Consumer - Pricing Tool By Location
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Accepting PPOs can be helpful when starting and more of a problem later.
- Focus on inactive and existing patients first!
- .3% to .5% the median income of your location is a good price to start a membership plan.
- Offer a one time signup fee for new memberships and give this to your associates.
- Memberships cause patients to feel more invested and spend more.
- Recurring revenue is more valuable to practice buyers.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
In this episode Dr. Gabe Ross talks to us about how he personally ground markets and builds really tight relationships with specialists in his community. Specifically, he breaks down to us how he was able to create strategic partnerships with speech pathologists and other pediatric medical specialists. He lets us know how to find a way to connect with these doctors and how we should follow up with them until we get the results we want.
You can reach out to Dr. Gabe Ross here:
Email: drgabe@oaklandingkids.com
Phone: +1-803-537-9136 (text)
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join my email list here: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Derek PerezPractice Name: SmileCraft Dental StudioCheck out Derek's Media:Dr. Kasey's Instagram Page
Dr. Kasey's Facebook Page
Practice Facebook Page
Derek's Facebook Page
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society My Key Takeaways:
- Do not cheap out on a dental specific attorney!
- Hiring for experience at the start can be a big help.
- Establish a flow and hire associates to fit that.
- Market the doctor instead of the office!
- Be sure to adjust marketing budget based on patient influx.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
"if a patient has a particular insurance which is good and you know that the other co-employees of that patient will also have that insurance, how do you market to that employer(company) , to make yourself more visible to those employees of that particular employer". This is actually a really great question and there is a super clear and concise answer to it. Do an EPA. Existing Patient Analysis. In this episode I give you the exact script you need to say to your existing patient and what script you need to say to the company of that existing patient to get the "okay" to promote to the rest of the employees in that company.
You can also find the article I mentioned in this episode here:
Where To Start Ground Marketing?
Here is the Unit on "Existing Patient Analysis" in The Ground Marketing Course that I have unlocked for you to see (this is how it should look):
Click here to to go check it out now: "Unit 15 Existing Patient Analysis"
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
Join this podcast's Facebook Group: The Dental Marketer Society
Join my email list here: https://thedentalmarketer.lpages.co/newsletter/
Guest: Stephen JohnsonBusiness Name: VaridiCheck out Stephen's Media:Email: stephen.johnson@varidi.com
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society My Key Takeaways:
- The more payment options the better!
- If patients are turned away for affordability concerns, financing is a great option.
- Make sure to have an incentive for associates when they help grow the business.
- Even if your target demographic is high income individuals, they do not always like paying up front!
- Keep track of your case acceptance numbers on a scorecard.
- Try keeping payment options on your website.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
In this episode I am showing you how to do Community Research when it comes to finding lucrative medical locations in your community. I also show you a real life example of a perfect medical office you would want to target and i discuss the script you will be using in order to get your foot in the door.
Many of our members/ practice owners are learning this strategy and more here: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/
You can also find the article I mentioned in this episode here:
The Incredible Strategy That Will Get You New Patients from Medical Offices in Your Community!
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
Join my email list here: https://thedentalmarketer.lpages.co/newsletter/
The other day I decided to see what were some of the most downloaded/ talked about episodes for the year 2021. Then I decided to ask this one question to our guest experts who were on those episodes:
"What is 1 thing You Wish You Knew Before You Opened Your Start-up/ Acquisition"
Then, this "super episode" was created!
Bookmark this episode. Save it. Make sure you re-listen to it. It's insanely valuable.
Here are the guests and the episodes they have been on this year (and previous years too). They are in the order you will hear each guest:
Addison Killeen:
https://thedentalmarketer.site/podcast/324
Casey Geotz:
https://thedentalmarketer.site/podcast/341
Chris Phelps:
https://thedentalmarketer.site/podcast/mmm-internal-marketing-how-to-build-an-influence-based-referral-system-to-bring-in-new-patients-fast
https://thedentalmarketer.site/podcast/229
Paul Etchison:
https://thedentalmarketer.site/podcast/300
Adrian Cummins:
https://thedentalmarketer.site/podcast/328
Ivan Chicchon:
https://thedentalmarketer.site/podcast/308
Joel Skousen:
https://thedentalmarketer.site/podcast/326
https://thedentalmarketer.site/podcast/262
Katie To:
https://thedentalmarketer.site/podcast/358
Meghna Dassani:
https://thedentalmarketer.site/podcast/347
Kari Cunningham:
https://thedentalmarketer.site/podcast/355
Andy Tran:
https://thedentalmarketer.site/podcast/315
https://thedentalmarketer.site/podcast/just-listen-dr-andy-tran-linda-phan-apex-dental-studio
https://thedentalmarketer.site/podcast/just-listen-dr-andy-tran-dr-richard-low
https://thedentalmarketer.site/podcast/just-listen-dr-hieu-pham-dr-andy-tran
A BIG thank you to everyone who help make this episode! I like to think of y'all as more than just a guest on the podcast, you're my friend.
Join my email list here: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Paul YooPractice Name: Kauai Dental Studio
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society My Key Takeaways:
- Who says you have to work 8-5?
- How to work less while growing your business.
- Adding incentives for exceeding goals.
- Honesty is the most important attribute for a new hire.
- How to help associates feel refreshed and energized showing up to work.
- Quality over quantity for hours worked.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
(If you DO want to work with Golden Proportions, they are actually giving all our listeners 2 EXCLUSIVE DEALS)
Reach out to Golden Proportions here: https://go.goldenproportions.com/dental-marketer-deal
In this episode Xana Winans talks to us about how to create strategic partnerships with KOL's in your community, teaming up with local bride shops to provide amazing incentives that will get you new patients, and how to have effective sponsorships when it comes to the communities events. She also gives us a bit more insight on how to market a gathering along with a cosmetic service that you offer in your practice, like Botox.
You can reach out to Xana Winans here:
Email: xana@goldenporportions.com
Website: https://www.goldenproportions.com/
Free Downloadable Resources: https://www.goldenproportions.com/dental-marketing-resources/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
p.s. The first link directing you to Golden Proportions Exclusive Deals, is an affiliate link, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that I have experience with this company, and I recommend them because they are helpful and useful, not because of the small commissions I make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you achieve your goals.
Join my email list here: https://thedentalmarketer.lpages.co/newsletter/
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Sampada DeshpandeWebsite: Sampada Deshpande DDSCheck out Sampada's Media:Instagram Page
New Dentist Business Club
Her Book: Persevering
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Having patience with associates while they are learning is key.
- Finding an associateship that supports a work visa.
- Know your worth! always negotiate for yourself.
- What are things that she loves about this associateship compared to others.
- What motivates associates to increase production?
- Why workplace competition can be discouraging.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
In this episode Dr. Ginger Bratzel talks to us about how we can game-ify our marketing efforts to keep our schedule full and bring in more referrals. She lets us know how she ran a "Patient Appreciation Month" and used gamification in her marketing material to not only bring in unscheduled treatment into her practice immediately ( she even did this during the slow months like February and September) but with this strategy, she scaled it up, to have the existing patients bring in referrals.
You can reach out to Dr. Ginger Bratzel here:
Getting patients is not a mystery, rather an intentional step-by-step process. When you have clarity, then attracting patients is a whole lot easier.
Here's a Free Checklist for the listeners of The Dental Marketer Podcast: 7 KEYSTONES OF FINDING ALL THE PATIENTS YOU NEED
Get the Free Checklist at: GingerBratzel.com/Patients
Phone: +1-405-225-0254
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Join my email list here: https://thedentalmarketer.lpages.co/newsletter/
Guest: Emmet ScottBusiness Name: Community Dental PartnersCheck out Emmet's Media:Dentist Entrepreneur Organization
Facebook Page
Association of Dental Support Organizations
His Book: DSO Secrets: The Ultimate Guide to Building Your Dental Empire
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Be a Mini Cooper or the Cyber Truck, don't be a Ford Focus with your brand.
- Step one: create a customer avatar.
- Think of your associates as customers and treat them well!
- Follow your anxieties to figure out what to delegate.
- You are competing with Netflix and Amazon, not the dentist down the road!
- Don't have capability, time, or passion for something? Time to delegate.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Join my email list here: https://thedentalmarketer.lpages.co/newsletter/
Guest: Dr. Jordan SandersPractice Name: Knox Mountain DentistryCheck out Jordan's Media:Instagram Page
Facebook Page
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society
My Key Takeaways:
- Nice-to-have staff VS. need-to-have staff.
- What does effective follow-up look like for treatment plans?
- Technology doesn't have to be your primary brand!
- Using local Facebook groups for marketing.
- What did his bank want to see in the business plan?
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
In this video Tom Brown tells us how we could use a series of videos to create a funnel that will increase our case acceptance rate drastically! It can also minimize our no-show rate too. He let's us know how we must figure out what's happening on in the patients head first, how we can create these series of funnels and the content they should include, how long each video should be, and where should these videos live in order to get new patients and receive a higher case acceptance rate.
You can reach out to Tom Brown here:
To Book a FREE Demo: https://offers.yourvirtualconsult.com/thedentalmarketer
Email: tom.brown@yourvirtualconsult.com
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Aaron BoonePractice Name: MVP MailhouseCheck out Aaron's Media:Email: aaron@mvpmailhouse.com
Phone: (877) 410-2887
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- Controlling your variables can give you the boost you need!
- What is a heatmap, and how can it help me target?
- What are some key times to send out mailers?
- The more confident you are in retention, the more aggressive you should be with your offer.
- Mailers need time to mature.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Nicole VanePractice Name: Moonlight Beach DentalCheck out Nicole's Media:Facebook Page
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- Busy is not always good in a dental practice!
- Not seeing high new patient counts? Your marketing company might not be the problem.
- How checking the books yourself can save you money and headaches.
- How to know if staying in an associateship is good for the long term.
- Be diligent but not hyper-diligent when it comes to double checking your team and numbers.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
In this episode I discuss with you a way I utilized Yelp to bring in new patients. If you think about it, Yelp is a form of social media. People create their own profiles, you can message them, earn badges, etc. Therefore I decided to use that to my advantage. I use to do this years ago and it actually worked really well! Here are the steps you need to take in order to execute this strategy effectively:
Step 1: I want you to log into your OWN personal Yelp account.
Step 2: Start doing research on your competition. Look at the reviews of other dental office's in your community or area.
Step 3: Scope out the bad ones. Look for the bad reviews in your competitions Yelp account. If the dentist down the street from your office has 7 bad reviews take note of those bad reviews.
Step 4: Read each bad review that your competition has and understand them (understand the customer and why they left the bad review).
Step 5: Reply. On Yelp you are allowed to message anyone. Soooooo message the upset customers of your competition. BUT don't message them some "sales" pitch of why your dental office is better. Say something that makes them feel like you understand.
Step 6. Say something like this. Now this is a real example
ME: "So sorry to hear about your bad experience!Some dentist, unfortunately, do try and get the most out of someone's situation ): Have you found a new dentist in (city's name) that you are happy with?
Upset Customer: Hey! Thank you for your message. Yes, I agree. And No, unfortunately I have not found one yet.
Step 7: Invite them. Here is where you RECOMMEND a great dentist. It's up to you if you want to say you work for a wonderful dental practice but if you decide to say that you better make sure you mention that you will personally take care of them and invite them to your practice ASAP. OR if you made a fake account, then just act like a happy customer and recommend your dental practice. You can even say " Go visit (your dental practice's name) and mention that you talked to me and they will give you a complementary exam"!
Step 8: Above all, be understanding and generous. Look at the bad reviews and see what they are mainly complaining about (waiting too long, rude front office, pain, etc) and do the COMPLETE OPPOSITE when they come in. Focus most of your attention on doing the opposite of what they complained about. This will result in a positive Yelp review for you .... oh... and a new patient as well (;
That's all the steps! Try this today! Some of the bad reviewers may say they have already found a dentist (depending how far back the negative review goes) but regardless try this with absolutely every single bad review you see in your community about dentistry.
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://lp.carestack.org/thedentalmarketer
You can even reach out to Jim Gerson (my "go to" person) from Carestack: jgerson@carestack.com
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://carestack.com/
Guest: Dr. Brinda PatelPractice Name: Smile Select DentalCheck out Brinda's Media:Email: drbrinda@smileselectdental.us
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- A centralized location is the most important, here’s why!
- Internal marketing is a hidden treasure in your practice.
- How do I build good onboarding systems?
- Add a personal touch with a "Get to Know You" sheet.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Kathryn AldermanPractice Name: Nebraska Family DentistryCheck out Kathryn's Media:LinkedIn profile: www.linkedin.com/in/progressivepracticesolutions
Email: nebraskafamilydentistry@gmail.com
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- What is click through ratio?
- The importance of an FAQ page.
- Find a specific group to market to, then expand.
- patients will do research, so optimize your website and Google page!
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
In this episode Khoa Nguyen shows us exactly his formula on how he does proper insurance breakdowns. He lets us know what are all the right questions to ask and what we need to get from every single insurance rep on the phone (including their name and reference number). He also let's us know that not every single rep we speak to will be friendly. So Khoa tells us exactly what we need to do to NOT get flustered and keep our cool.
You can reach out to Khoa Nguyen here:
Verifixed.net
To Book a Demohttps://calendly.com/verifixed/intro
Practice Website:https://www.restorationsmiles.com/
Facebook: https://www.facebook.com/restorationsmiles
Personal Email: paris.win@gmail.com
Direct Line - 281-947-7223
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Devanshu ChowdharyPractice Name: Springmill Family DentalCheck out Devanshu's Media:Facebook: https://www.facebook.com/springmilldental
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- How numbers always tell a story.
- Where should staff salary, supplies, and P&L be?
- Why did he have staff turnover 3 times?
- The system that is unique in his practice
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Leanne BallPractice Name: Ball Family DentalCheck out Leanne's Media:Facebook: https://www.facebook.com/leanneballdentistry
Instagram: https://www.instagram.com/ball.family.dental/?hl=en
Email: drballdental@gmail.com
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- How she’s getting 178 np a month!
- Realizations of owning a practice.
- How the pandemic did a lot to affect their growth in a positive way.
- What she does with last minute cancellations?
- What does she want to do less of in her practice.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
In this episode Dr. Travis Campbell lets us know how to manage insurance participation. He also tells us exactly what insurance companies look for when we file claims. Can we be providing too much information that insurance companies shut the claim down OR could we be providing too little information where it gets denied? We also discuss the number one procedure that gets denied and how to get over it.
You can reach out to Dr. Travis Campbell here:
Email: drtcampbell@gmail.com
Website: https://practicewhisper.com/
Book: https://www.edrapublishing.com/home/546/understanding-dental-insurance-a-guide-for-dentists-and-their-teams.html
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Peyman Raissi a.k.a. "PeyRay"Business Name: My New Smile DentalCheck out PeyRay's Media:Speaker/ Educator Website: https://www.drpeyray.com/
Dental Influencer Alliance (DIA): https://www.influencedentistry.com/
25% off discount code for DIA: LASTCALL
Instagram: https://www.instagram.com/drpeyray/
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- You have to know & have the idea of what type of practice you want before you make your start-up.
- How much Peyray made his first year open.
- How Peyray is on route to doing 3.5 million in collections.
- What he is currently doing for marketing and advertising
- How he mastered Instagram.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Sanket UpadhyayBusiness Name: Birch Point Dental ClinicCheck out Sanket's Media:Email: info@birchpointdental.ca
Facebook: https://www.facebook.com/birchpointdental/
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- What impresses Sanket about his front office?
- What’s the culture he is creating in his practice?
- How he dealt with the negative toxic employee?
- Why were the contractors still in his face, in his practice, even after opening?
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
In this episode Dr. Ben Burkitt shows us how to strategically start dropping insurance carriers. He discusses getting over the fear and anxiety of dropping insurances, how you should view PPO insurances, how this needs to affect your marketing budget, and how to figure out where to Ground Market from your current patient base.
You can reach out to Dr. Ben Burkitt here:
Email: ben.burkitt@gmail.com
Website: https://www.howcanadentist.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Jacqueline PierreBusiness Name: Smile Oasis Dental & Med SpaCheck out Jackie's Media:YouTube: https://www.youtube.com/channel/UCpOxAge5FXlkWAtw-HPzQZA
Instagram: https://www.instagram.com/dr._jackie/
Facebook: https://www.facebook.com/Dr-Jacqueline-Pierre-567989860217789/
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- Why was finding Jackie's start-up location such a big headache?
- How did Heartland dental do their Invisalign Event/ Day?
- How she plans to only spend $60,000 on her buildout.
- Her honest thoughts on some of the best and worst companies she's worked with so far.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://lp.carestack.org/thedentalmarketer
You can even reach out to Jim Gerson (my "go to" person) from Carestack: jgerson@carestack.com
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://carestack.com/
Guest: Dr. Richard StevensonBusiness Name: Stevenson Dental SolutionsCheck out Rich's Media:YouTube: https://www.youtube.com/channel/UCpOxAge5FXlkWAtw-HPzQZA
Instagram: https://www.instagram.com/stevensondentalsolutions/
Facebook: https://www.facebook.com/stevensondentalsolutions/?ref=aymt_homepage_panel
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- Why did he decide to sell this practice in Laguna Niguel?
- What was his pivoting point/ realization that made him stop teaching at UCLA for over 20 years?
- How did he find his location where he is currently practicing and teaching?
- How does he practice out of one chair and make over one million a year?
- What systems is Rich using to be highly efficient?
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
In this episode Vivek Kinra really breaks down and explains some of the most important and common things that get denied by insurance companies and how we can avoid or work around these denials. He lets us know how to proceed with the preauthorization. of an implant, why every office should have their own "cheat sheet" that will streamline this process more, and which company Vivek thinks everyone should drop first if they are planning to go fee for service.
You can reach out to Vivek Kinra here:
Email: vkinra@ppoprofits.com
Website: https://www.ppoprofits.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Brian HanksBusiness Name: Dental Buyer AdvocatesCheck out Brian's Media:Get this book for FREE: www.dentaltransitioncoaching.com/book
Book 2: How to Buy a Dental Practice
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- The biggest mistakes Brian sees when it comes selling, buying practices.
- Understanding the difference of expectations and what will make you successful as a business owner.
- What specifically do we need to think about when buying a practice?
- Should you sell if you're failing with your practice?
- What’s a good exit/ transition strategy?
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
p.s. The "book 2" link directing you to the book, is an affiliate link, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that I have experience with this company, and I recommend them because they are helpful and useful, not because of the small commissions I make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you achieve your goals.
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://lp.carestack.org/thedentalmarketer
You can even reach out to Jim Gerson (my "go to" person) from Carestack: jgerson@carestack.com
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://carestack.com/
Guest: Dr. Hector CabreraBusiness Name: Dental Designs at Oakley SeaverCheck out Hector's Media:Personal Instagram: @hecabrera
Office Instagram: @dentaldesigns.clermont
Email: drcabrera@ddsclermont.com
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- Why did Hector go with BoA instead of Wells Fargo?
- Why did Hector decide to go with Conversion Whale and how much is it costing him?
- If you’re not feeling that every patient is your friend, you’re missing the boat.
- What did Hector learn at working at his previous DSOs and their marketing strategies.
- Hitting a plateau and feeling like the spark is gone as a practicing dentist.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
In this episode Lisa Weber talks to us and really makes us think! Would you ever create a coupon, that can be used over and over again, and never expired in order to reach your new patient numbers/ goal? That's they way Lisa encourages us to view PPO insurance. She tells us how to evaluate each carrier, what to do instead of adding another associate in our practice, and is your insurance carriers creating more barriers for attracting new patients.
You can reach out to Lisa Weber here:
Email: lisa@unlocktheppo.com
Website: https://unlocktheppo.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Leisa RobothamBusiness Name: Lakewood Dental StudioCheck out Leisa's Media:Instagram: @lakewooddentalstudio
Facebook: @lakewooddentalstudio
Email: doctor@lakewooddentalstudio.com
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- What positive things did she learn from the DSOs she worked at?
- Her current job has amazing marketing, and she lets us know why.
- She did Ideal Practices Blueprint course online and lets us know her thoughts on it.
- What was the first issue she discovered with her start-up process.
- Leisa's advice for anyone planning to do a start-up practice.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. David PhelpsBusiness Name: Freedom FoundersCheck out David's Media:* www.DentistFreedomBlueprint.com * www.OwnYourFreedomBook.com
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- How can you be a good investor?
- How do you even start with finding motivated sellers in real estate?
- What to do with a property you wish you did NOT have right now?
- Biggest struggles David had when he owned his practice?
- How does David recommend someone start accumulating wealth once they have a practice?
- Best piece of advice David wants to give our listeners?
- Should you buy real estate right now or wait?
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
(If you DO want to work with Crimson Media Group, be sure to mention this podcast/ episode!)
Reach out to Crimson Media Group here: https://thedentalmarketer.lpages.co/crimsonmediafree/
Shane always gives all our guest a: Free Marketing Analysis (just mention our podcast name)
In this episode Shane Simmons tells us why we need to retarget our existing patients on social media! He lets us know the strategy we need to execute, what type of content should we use to retarget, and also the budget we should put behind the ads for this campaign. We also discuss how we can utilize email marketing to get our existing patients to pull the trigger on their unscheduled treatment (or share about your practice to their friends).
You can reach out to Shane Simmons here:
Email: ssimmons@crimsonmediagroup.com
Website: https://www.crimsonmediagroup.com/
If you do decided to sign-up with Crimson Media Group, you automatically get a WAIVED SET-UP FEE!
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Hendrik LaiBusiness Name: Sage Dental ConsultingCheck out Hendrik's Media:Email: hendrik@sagedentalconsulting.com
Facebook: https://www.facebook.com/sagedentalconsulting/
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- Why the reimbursement rate of insurance on a global scale is not too bad..
- How to manage cost control when starting up.
- What makes a message the best marketing message?
- What does a successful risk management plan look like?
- The best/ most effective marketing mediums
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Scott ChildressBusiness Name: Magnify Check out Scott's Media:Bourbon & Baby Teeth Event for Pediatric Practice Owners: https://bourbonandbabyteeth.com/
To manage your Google My Business listing: business.google.com
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- How can you communicate online to the target audience.
- Follow the direction of the culture (back then advertising was frown upon, but now we are doing TikToks)
- Boundaries of what’s personal and professional doesn’t exist on social media anymore.
- What are the best pictures and videos to add onto Google My Business page?
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
In this episode Ginger Bratzel talks to us about a remarkable "Fall" marketing strategy that needs to be executed, right now! As you know, Fall (Autumn), means the end of the year is in sight. With the end of the year comes the patients who are rushing in to use all their benefits before the year is over! Therefore your schedule is jam packed in December... how can you avoid this? Actually, how can you move this up and spread it out throughout the final quarter of the year? Ginger tells us the exact verbiage, marketing mediums, and incentives to use to get your existing patients to pay for their treatment and use their benefits right now (early Fall).
You can reach out to Ginger Bratzel here:
Email: contact@gingerbratzel.com
Telephone: (405) 225-0254
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Katie To Business Name: Center for Integrative Wellness & Cosmetic DentistryCheck out Katie's Media:These are Katie To's Instagram and Facebook handles:
@DrKatieTo
@KTDentalSeminars
@KatieToCenter
KT Dental Seminars Information: https://www.ktdentalseminars.com/
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- How do you tell the patient they have more going on in their mouth without the patient feeing like you’re spewing verbal dental vomit.
- Biggest part of building a practice is customer service.
- What does Katie say in order to get collections before doing treatment?
- What is Katie's cancellation policy?
- How does Katie build referral partnerships?
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://lp.carestack.org/thedentalmarketer
You can even reach out to Jim Gerson (my "go to" person) from Carestack: jgerson@carestack.com
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://carestack.com/
Guest: Dr. Nathan Suter Business Name: Greenleaf Dental Care & HealierCheck out Nathan's Media:Healier's website: https://healier.com/
Access Teledentistry: www.accessteledentistry.com
Nathan Suter, is a practicing dentist, teledentistry enthusiast, CEO of Access Teledentistry, and co-founder of Healier. He is passionate about solving problems that can help create access to dental care. He began my career in public health developing programs that serve underserved communities. He was awarded 2019 Missouri Dentist of the year by the Missouri Dental Association and awarded ADA's 2020 Top 10 Dentist Under 10 Years in practice. That experience has allowed him to see the gaps in our dental care delivery system. He is an advocate in disrupting the system by leveraging technology and bringing ideas that are outside the box and innovative.
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- How do you write your own grants?
- Nathan was the first person to implement tele-dentistry in his community.
- What issues did Nathan face when acquiring his practice?
- What's his research process to make sure his marketing dollars are being used for the best results.
- The best systems he is using for his practice.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
In this episode Dr. Chris Phelps talks to us about emailing existing patients for referrals and how to build an influence based referral system. He lets us know how often should we contact our existing patients for referrals, the script on what to say, and who NOT to ask for any referrals/ reviews. Chris also tells us his current systems that he built for his practice to obtain new patients from his existing patients.
You can reach out to Dr. Christopher Phelps here:
Email: chris@drphelpshelps.com
November 12-13th Principles of Persuasion for Dentistry Workshop:
https://thephelpsinstitute.ticketbud.com/the-principles-of-persuasion-for-dentistry-workshop-5195c18b-5a03434e30a9?pc=DSN
Website: http://www.drphelpshelps.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Ginger BratzelBusiness Name: Dr. Ginger Bratzel WebsiteCheck out Ginger's Media:Email: contact@gingerbratzel.com
Telephone: (405) 225-0254
LinkedIn: https://www.linkedin.com/in/drgingerbratzel/
Facebook: https://www.facebook.com/dr.gingerbratzel
YouTube: http://gingerbratzel.com/youtube
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- If you have an established practice, and people aren’t referring to you… then the problem is you.
- Who should we not give incentives/ ask for referrals?
- How can you change up the words for implants to get more of an ROI?
- What is an appropriate marketing budget?
- Is it best to have someone in house do marketing or an agency?
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://lp.carestack.org/thedentalmarketer
You can even reach out to Jim Gerson (my "go to" person) from Carestack: jgerson@carestack.com
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://carestack.com/
Guest: Dr. Kari CunninghamBusiness Name: Panther Pediatric DentistryCheck out Kari's Media:Facebook: https://www.facebook.com/pantherpediatricdentistry/
Instagram: https://www.instagram.com/panther_pediatricdentistry/
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- How to keep your passion alive and not be boggled down with the finances?
- What made her want to take the leap into practice ownership and how was the process?
- What did Kari feel didn’t prepare her for practice ownership.
- Why opening up a practice in where you grew up may pay off tremendously!
- What systems does she utilize in her practice that are unique.
- Why did she go with the name: Panther Pediatric Dentistry.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
In this episode Michael Arias talks to us about how he utilized a "Patient Survey" to get referrals from existing patients. The patient survey is strategically designed to do one thing, get referrals from your existing patients! He shows you how to bring in your patients family and friends! It's simple and highly effective. He also lets us know the script we need to say when presenting the "patient survey" and you can download the template to the survey below:
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Sandy PardueBusiness Name: Classic Practice ResourcesCheck out Sandy's Media:Facebook: https://www.facebook.com/sandy.pardue.35
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- What do patients that "no-show" have in common.
- Every practice needs an "appointment wrap up" process.
- What to ask a patient in regards to following up with them.
- What's the best script for confirmation calls.
- What to do when presenting treatment plans to ensure a second visit.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Alan Arturo ZarzarBusiness Name: Camarlengo Dental InstituteCheck out Arturos's Media: Personal contact Info:*
Zarzar@camarlengo.org
Mobile: +1-305-890-5104
- Web links:
https://camarlengodentalinstitute.com/
https://camarlengofoundation.org/
- Social Media links:
INSTAGRAM: https://instagram.com/camarlengo_dental_institute?utm_medium=copy_link
FACEBOOK: https://www.facebook.com/CamarlengoDentalInstitute/
LINKEDIN: https://www.linkedin.com/company/camarlengo-dental-institute
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- What surgical protocols does Arturo challenge?
- How to be wrong on a surgical procedure.
- How should you handle a surgical mistake.
- How to communicate to our patients that treatment we are selling is not about money but about care.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
(If you DO want to work with Wonderist, be sure to mention this podcast/ episode!)
Reach out to Wonderist here: https://offers.wonderistagency.com/thedentalmarketer
In this episode Michael Anderson talks to us about using QR codes in our mailers and how to properly track them to see if mailers are worth it. Many times we send out mailers/ postcards without the strategy to track them, Michael lets us know why this can be a major mistake in your postcard strategy. He also let's us know the benefits and data behind QR codes and utilizing URL tracking in our mailers.
You can reach out to Michael Anderson here:
Email: michael.anderson@wonderistagency.com
Website: https://www.wonderistagency.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Sherrine WashingtonBusiness Name: R.E.A.L. TALK SellingCheck out Sherrine's Media:Email: info@realtalkselling.com
Linkedin: https://www.linkedin.com/in/sherrinewashington/
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- How can we captivate someone over the phone.
- The biggest mistake is where treatment is being presented
- How to have a robust treatment conversation
- What should we omit and add in our new patient paperwork
- How to know when you are speaking too much and losing the patient
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Alice & Dr. ChrisBusiness Name: Brooklyn Mint DentalCheck out Alice & Chris's Media:Email: brooklynmintdental@gmail.com
Instagram: @BrooklynMintDental
Twitter: @BklynMintDental
TikTok: @BrooklynMintDental
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- Why Alice & Chris both decided to do a start-up together.
- The benefits of having a partnership.
- What should you look for in a contractor and how they shaved 50k off their contractor.
- Their biggest struggles to date.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Gargle's Exclusive Deal for you: a $50 Gift Card and$75 OFF for the first 4 months. That's a $300 savings!
Reach out to Gargle here: https://learn.gargle.com/demo-the-dental-marketer?afmc=2f
Remember, when you get a Gargle membership, you automatically get Swell!
In this episode Jake talks to us about why most postcards/ direct mail campaigns fail. He lets us know the things we should not put on postcards, what we need to advertise and push, the best type/ size for postcards, examples of really strong tag lines and something he calls the "2 second sniff test". He makes sure any successful postcard campaign can pass the 2 second sniff test. Listen in!
You can reach out to Jake Goates here:
Email: jake.goates@gargle.com
Website: https://www.gargle.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Tara BoshnackBusiness Name: North Shore Dental of HuntingtonCheck out Tara's Media:Email: hello@nsdoh.com
Instagram: @thedentisttara
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- What did she learn from her previous associateships that she is and will apply in her practice.
- How to ask for the patient's credit card information to "hold" their appointment.
- How it's like renting out space to practice and work on her own terms.
- The story of the worst practice she's ever worked at.
- Why Tara wants to be in a medical building and not own a store-front practice.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dietrich ParcellsBusiness Name: Bitty Bites Pediatric DentistryCheck out Dietrich's Media:Instagram: https://www.instagram.com/bittybitesrva/
Facebook: https://www.facebook.com/BittyBitesPediatricDentistry/
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- Why did Dietrich decide to go with Bank of America as for their start-up loan
- How did they find their start-up location.
- The issues with trying to find team members today in his community.
- What to do when team members get pregnant and leave.
- Why did they stop doing mailers, even after seeing great results with it.
- Why having a therapy dog is one of the best things for their practice.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
In this episode Shawn Rowbotham from Dentalmarketing.net talks to us about how you can target the best neighborhoods with your postcards/ mailers. He also lets us know how we can start seeing a negative impact with mailers and what is the cause of this. Shawn tells us what are the best days to send out mailers and gives us an in-house marketing tactic that will double the new patient numbers if we ask this ONE specific thing with each new patient!
You can reach out to Shawn Rowbotham here:
Email: Shawn@DentalMarketing.com.
Website: https://www.dentalmarketing.net/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Brindha NatchimuthuBusiness Name: West Allen DentalCheck out Brindha's Media:Instagram: https://www.instagram.com/westallendental
Facebook: https://www.facebook.com/westallendental
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- Why did Brindha switch from Bank of America to Wells Fargo after being approved by BoA.
- How Brindha likes to have a back up plan for everything.
- Why did she choose Allen, TX for her start-up.
- What she is doing to improve her schedule.
- She currently only has one employee but is creating a path to hire a second one soon, what is she doing to make this an easy hire.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Meghna DassaniBusiness Name: Airway is Life & Dassani DentistryCheck out Meghna's Media:Instagram: https://www.instagram.com/healthysleeprevolution/
Website: https://www.meghnadassani.com/
Check out Meghna's book:
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- How Meghna treats her team like family but how her team keeps a high level of respect.
- How Meghna is educating patients on sleep.
- How to market sleep in your practice.
- What's Meghna's profit from implementing sleep into her practice.
- Expectations of a good leader v.s. a bad leader
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Gargle's Exclusive Deal for you: a $50 Gift Card and$75 OFF for the first 4 months. That's a $300 savings!
Reach out to Gargle here: https://learn.gargle.com/demo-the-dental-marketer?afmc=2f
Remember, when you get a Gargle membership, you automatically get Swell!
In this episode Jake talks to us about why right now is the perfect time to start sending out postcards and direct mail to your community, specifically, new move ins! He lets us know where we can find a list of new movers, how to market your "in-house membership plan" on your postcards, understanding the spending habits of your community right now, and which campaign may work best if you are on a budget.
You can reach out to Jake Goates here:
Email: jake.goates@gargle.com
Website: https://www.gargle.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Talon DavisBusiness Name: South Arlington SmilesCheck out Talon's Media:Facebook: https://www.facebook.com/TalonDavis/
Shared Practice's Mastermind: https://www.sharedpractices.com/ownermastermind
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- Why Talon believes there is no such thing as a dental emergency.
- Why did Talon overpay for his second practice.
- How he manages and pays for his marketing.
- The best and worst companies Talon has worked with and why.
- If you are going to purchase an existing practice, know how to build a transition team.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://lp.carestack.org/thedentalmarketer
You can even reach out to Jim Gerson (my "go to" person) from Carestack: jgerson@carestack.com
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://carestack.com/
Guest: Dr. Eric BlockBusiness Name: Acton Dental Associates & Deals for DentistsCheck out Eric's Media & Bio:Dr. Eric Block is a full time practicing dentist in Acton, Massachusetts and is an author, speaker, influencer, podcaster, blogger, certified life coach, key opinion leader, husband, and father of two kids, He is on a mission to help dental professionals across the country overcome burnout and anxiety. He authored his first book titled “The stress-free dentist: Overcome burnout and start loving dentistry again.”
He is the founder and CEO of the marketplace website called DealsforDentists.com which helps dentists save time and money by helping them find new customer offers from companies across the industry.
He is launching his first The Get Stress-Free Dentistry Summit which will take place October 12-17th, 2021 at the Diplomat Beach Resort in Hollywood, Beach Florida.
He also interviews dentists and vendors on the Deals for Dentists Podcast and writes articles on his blog. He can be reached at info@dealsfordentists.com or info@thestressfreedentist.com.
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- How Eric is presenting and selling his membership plan.
- What are some exercises to overcome burnout.
- Since becoming partner, what effective systems has Eric implemented that are reaping high results.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
(If you DO want to work with Wonderist, be sure to mention this podcast/ episode!)
Reach out to Wonderist here: https://offers.wonderistagency.com/thedentalmarketer
In this episode Michael Anderson talks to us about how to put a Facebook pixel on your website so you can retarget and re-market to visitors who visited your website a at one point or another but didn't pull the trigger. He also tells us the best forms of paid advertising via social media, when it comes to "re-marketing" what type of content is best to use for conversions, and what we should stay away from with "remarketing"
You can reach out to Michael Anderson here:
Email: michael.anderson@wonderistagency.com
Website: https://www.wonderistagency.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Jonelle AnamelechiBusiness Name: Children's Choice Pediatric DentistryCheck out Jonelle's Media:Links:
Facebook: https://www.facebook.com/jonelle.grant.9
Instagram: @childrenschoicedental
Instagram: @mominspired.dentistapproved
Book release (Fall, 2021): Innovative Women in Healthcare for Impact and Profits
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- How Jonelle became the neighborhood dentist.
- What is "spirit week challenges" and how this motivates her team.
- How Jonelle handled 80% of her team quitting on her!
- How Jonelle is using Virtual Assistants for her practice.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Brian MillsBusiness Name: Roam Commercial RealtyCheck out Brian's Media & Bio:Phone: (949) 529-4777
Email: brian@roamcommercialrealty.com
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My Key Takeaways:
- How to select a location based on the type of practice you want.
- Which banks are currently the best to go with for a loan and which ones are the worst.
- Why fighting for spaces is a sign of a good economy.
- What's an LOI and what exactly it should contain.
- Signs of a bad landlord.
- What to do if you get denied the location/ building you wanted.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
In this episode Rochelle talks to us about the latest Social media trends. She let's us know how dentists need to be when recording videos for social media, what to talk about that's entertaining and informative, how long should the content be, if we should post the same content on your Instagram and Facebook, and how to get more comfortable with doing TikToks (which believe it or not, is attracting new patients).
IF YOU ARE INTERESTED IN GARGLE:
Gargle's Exclusive Deal for you: a $50 Gift Card and$75 OFF for the first 4 months. That's a $300 savings!
Reach out to Gargle here: https://learn.gargle.com/demo-the-dental-marketer3
Remember, when you get a Gargle membership, you automatically get Swell!
You can reach out to Rochelle here:
Email: rochelle.jahdi@gargle.com
Website: https://www.gargle.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Hieu PhamBusiness Name: Atlas DentalCheck out Hieu's Media & Bio:Instagram: hieupham.dmd
Email: hieuphamdmd@gmail.com
Check out his videos here of Dr. Pham dancing in his practice: https://www.facebook.com/atlasdentalpdx/posts/2617432441895783
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- How did Hieu reverse a 1 star review, TWICE!
- What is something Hieu overthought/ stressed out about before opening, that now seems so minuscule.
- Hieu's current software stack and what companies have been horrible to work with and great to work with so far.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Casey GoetzBusiness Name: Cuivre Creek Pediatric DentalCheck out Casey's Media & Bio:Email: cgoetz@troypediatricdentist.com
Brews and Tiny Teeth Podcast: https://podcasts.apple.com/us/podcast/brews-tiny-teeth-unfiltered-pediatric-dentistry-podcast/id1561176587
Practice Website: www.troypediatricdentist.com
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- How Casey broke even on his first month of being open, paid off all his student debt already, and is attracting 190 new patients a month!
- How to be efficient when you are taking Medicaid patients.
- Major growing pains that he is encountering throughout his first year of practice ownership
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
(If you DO want to work with Golden Proportions, they are actually giving all our listeners 2 EXCLUSIVE DEALS)
Reach out to Golden Proportions here: https://go.goldenproportions.com/dental-marketer-deal
In this episode Xana Winans tells us the 9 biggest trends that are coming right now to Social Media! She tells us exactly what each trend involves, what we have to do to be ahead of the game, how these trends convert into new patients into your practice, and how to not to get carried away with irrelevant content making that will waste your time, efforts, and money.
You can reach out to Xana Winans here:
Email: xana@goldenporportions.com
Website: https://www.goldenproportions.com/
Free Downloadable Resources: https://www.goldenproportions.com/dental-marketing-resources/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
p.s. The first link directing you to Golden Proportions Exclusive Deals, is an affiliate link, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that I have experience with this company, and I recommend them because they are helpful and useful, not because of the small commissions I make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you achieve your goals.
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Sonny SperaBusiness Name: Progressive DentalCheck out Sonny's Media & Bio:Email: Sonnyspera@gmail.com
Phone: 607-624-2962
Office number: 607-754-2273
FB: Sonny Spera
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- What advice does Sonny have on selling a practice?
- Sonny's fallout with a partner and what advice he has on having partners/ partnerships.
- What to do if you acquire a practice and one of the employees is giving you a hard time.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://lp.carestack.org/thedentalmarketer
You can even reach out to Jim Gerson (my "go to" person) from Carestack: jgerson@carestack.com
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://carestack.com/
Guest: Dr. Robert "Bob" MartinoBusiness Name: Wilson Martino Dental & Smile DefendersCheck out Bob's Media & Bio:www.OracareProducts.com
www.FreedomDayUSA.org
Dr. Robert "Bob" Martino is a native of the Clarksburg area. He is a 1983 graduate of Washington Irving High School and a 1990 WVU School of Dentistry graduate. Following dental school, Dr. Martino practiced dentistry in the Bridgeport and Buckhannon areas. Currently, Martino owns and operates 7 Dental Practices in West Virginia presiding as CEO over Wilmar Management Company. They currently have over 100 employees in West Virginia. The core value of the company is to serve West Virginia. Wilson Martino Dental is very active in their communities including collecting Coats for the needy, Free dental day for kids at each of its locations, and a Candy Buy Back Program in which they buy kids extra candy at Halloween and then send it to our Troops overseas.
Dr. Martino is also a founder and CEO of EASW, a worldwide aeronautics company focused on repairing airplanes and their engines. This business has a long list of exclusive clients including NetJets and Pratt Whitney. EASW currently has 24 employees.
In 2012, Dr. Martino co-founded Dentist Select, along with several other elite dentists from around the country. In 2012 the group launched OraCare, a dental mouthwash designed to fight bacteria and infection within the mouth and help cure bad breath. He is currently CEO.
In 2013, Dr. Martino founded Freedom Day USA, a National Thank You Movement for our Active Military and their immediate family members, along with our Veterans. Freedom Day USA takes place on the 2nd Thursday of each October, during which, businesses from across the Country say “thank you” to their honored guests by providing offers such as free services, goods, gifts and etc… The movement initially began in dentistry, with dental teams providing free care, and has seen growth to include businesses from all markets. Freedom Day provided over $15 million of free services to more than 50,000 military members and their families. You can learn more at: www.FreedomDayUSA.org.
Dr. Martino is the managing partner of iSelectMD, a national telemedicine company whose focus is to lower healthcare cost and make access easier for patients by connecting them with doctors via the telephone or video.
In 2019 Dr. Martino and his team launch The Smile Defenders, a group of dental heroes that help making going to the dentist fun for children. They license the concept to other offices throughout the country. They currently have offices in California, Las Vegas, Alabama, Florida and West Virginia.
Aside from professional interests, Dr. Martino is an avid sports fan and is currently Notre Dame High School’s Head Girls basketball coach. He is heavily involved in the Harrison County Humane Society and St. Mary's Elementary School/Notre Dame Middle and High Schools. Dr. Martino resides in the Bridgeport, West Virginia, area with his wife Lori, their two daughters, twin boys and 8 dogs (all adopted from the Martino House for Cats and Dogs).
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- How Bob oversees and manages 120 employees.
- Why Bob believes every single hygienist needs an assistant and how this will increase your overall collections/ production.
- What's Bob's "bonus system" look like for his employees.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
(If you DO want to work with Studio8e8, they are actually giving all our listeners an EXCLUSIVE DEAL!)
Reach out to Studio8e8 here: https://s8e8.com/affiliates/tdm?utm_source=tdm&utm_medium=affiliate&wc_clear=true
In this episode Joshua Scott tells us why having a personal instagram may just be what your practice's instagram needs to skyrocket its growth and engagement so you can start seeing loyal new patients from this platform! He also tells us how to avoid posting things on your personal account that will cause you to lose existing patients, how to create a personal brand and still be professional, and how this tactic increases more opportunity for new potential patients.
You can reach out to Joshua Scott here:
Instagram: https://www.instagram.com/studio8e8/
Studio 8e8 Website: s8e8.com
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Josh Smith & Davy ClayBusiness Name: Dental Claim SupportCheck out Josh & Davy's Media:https://www.dentalclaimsupport.com/dentalbillingandreporting
https://www.dentalclaimsupport.com/blog/how-to-win-dental-insurance-appeals (ARTICLE)
https://www.dentalclaimsupport.com/schedule-a-consultation
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- How you can accidentally do insurance billing incorrectly.
- Best practices to appeal denied insurance claims.
- When looking for an adequate office manager who says they can handle insurance billing, what questions could you ask her to make sure the OM is skilled and doing the right procedures.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Grace RizzaBusiness Name: Identity Dental MarketingCheck out Grace's Media:Schedule Your FREE Marketing Planning Session: https://identitydental.com/grace
Phone: 847-629-4646
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- What did Grace learn from working with her first 2 practices?
- How should someone find their "Unique Selling Proposition"?
- Grace gives us the step by step marketing evaluation process.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
In this episode Rachel & Brittany tells us the 3 main things we need to do today to start seeing results with our Instagram and Facebook. They discuss how to run a successful campaign, how to identify the goal of your campaign, and the single most important thing you can do every single day (for at least 5 minutes) that will completely change your social media results and guide you to having more new potential patients.
You can reach out to Rachel & Brittany here:
Email: socialpeople.co@outlook.com
Website: https://socialpeople.co/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Anthony NguyenBusiness Name: Artsci DentalCheck out Anthony's Media:Practice's Facebook: https://www.facebook.com/artsciredondo
Instagram: @drsaveatooth
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- What's Anthony's break even point.
- What delays Anthony is currently struggling with AFTER being open.
- Lessons Anthony has learned while opening his practice during COVID.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
My Key Takeaways from this episode:
- Understanding which tasks require direct patient interaction
- Evaluating true costs of each task (does your RDA or RDA really need to be turning rooms over?)
- Automating/outsourcing of repetitive admin tasks
- Assigning KPIs to certain roles
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://lp.carestack.org/thedentalmarketer
You can even reach out to Jim Gerson (my "go to" person) from Carestack: jgerson@carestack.com
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://carestack.com/
Guest: Dr. John NakhlaPractice's Name: Castro Valley Family Dentistry & Crow Canyon DentalFacebook Group: https://www.facebook.com/groups/dnnfb
Facebook: https://www.facebook.com/NakhlaDDS/
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
If you are interested in trying SWELL for free, click the link below: https://info.swellcx.com/thedentalmarketer
Swell is also giving you a FREE 1 Page Template on how to handle negative reviews!
Download it here: Free 1 Page Template on How To Handle a Negative Review
In this episode Daniel Johnson tells us how he boosted his online reputation to improve his marketing. We also discuss how he uses a "white banana" for his marketing and what exactly that means. Daniel talks to us how quickly he scaled to 1,000 Google Reviews and how this put his new patient numbers on a whole different level! He also shares with us his 3, 5, and 10 year plan for Acre Wood Dental.
You can reach out to Danny Laneri here:
Email: danny@swellcx.com
Website: https://www.swellcx.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://lp.carestack.org/thedentalmarketer
You can even reach out to Jim Gerson (my "go to" person) from Carestack: jgerson@carestack.com
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Guest: Jim GersonBusiness Name: CARESTACKCheck out Jim's Media:Email: jgerson@carestack.com
Facebook: https://www.facebook.com/jim.gerson
Cell: (303) 941-0241
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- What the general population dislikes and loves about dentistry, in Jim's opinion.
- What Jim learned working at Dentsply and Zimmer Biomet.
- The differences between practice management softwares.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Ayrat YunusovBusiness Name: Cedar Park Dental WellnessCheck out Ayrat's Media:Practice's Facebook: https://www.facebook.com/Cedar-Park-Dental-Wellness-102562251727552
Ayrat's Facebook: https://www.facebook.com/ayrat.yunusov
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- Why they had so many change orders during construction and how much did it all cost?
- How did their first month, being open, turn out and what would they do differently.
- How Ayrat did his own research to see how saturated dentistry was in their community.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Swell is giving you a FREE AMAZING 1 Page Template on how to handle negative reviews! Make sure your front office knows the proper steps to take!
Download it here: Free 1 Page Template on How To Handle a Negative Review
Check out Swell's exclusive deal here: https://info.swellcx.com/thedentalmarketer
In this episode Chad Duplantis tells us how he was struggling to boost his reviews. He tells us how, in his practice he had all the capabilities to boost his reviews and reputation online, but was always stuck or held back. Then he started implementing a couple of strategies, SWELL helped trained his team with specific tools, and now Chad is killing it with Google reviews! He also discusses how he deals with a close friend who left him a 3 star review.
You can reach out to Danny Laneri here:
Email: danny@swellcx.com
Website: https://www.swellcx.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Shabnam TehraniBusiness Name: Allure Dental BoutiqueCheck out Shabnam's Media:Facebook: https://www.facebook.com/Allure-Dental-Boutique-103922088009983
Instagram: https://www.instagram.com/alluredentalboutique/
Email: dr.tehrani@alluredentalboutique.com
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- When and how she outgrew the DSO model at her associateship.
- Why she encountered insane delays in her construction phase of her start-up.
- Stressful legal issues that Shabnam warns our listeners about.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Gargle's Exclusive Deal for you: a $50 Gift Card and$75 OFF for the first 4 months. That's a $300 savings!
Reach out to Gargle here: https://learn.gargle.com/demo-the-dental-marketer?afmc=2f
Guest: Dr. Ian LowellBusiness Name: Aspen Smile DentistryCheck out Ian's Media:Linkedin: https://www.linkedin.com/in/ian-lowell-44576158/
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- The hardest thing about owning a practice with your father.
- How Ian's system for the new patient experience is unique.
- What marketing mistakes was Ian making in the past and how did he fix them?
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Gargle's Exclusive Deal for you: a $50 Gift Card and$75 OFF for the first 4 months. That's a $300 savings!
Reach out to Gargle here: https://learn.gargle.com/demo-the-dental-marketer?afmc=2f
Remember, when you get a Gargle membership, you automatically get Swell!
In this episode Jake talks to us about a case study who went from 15 reviews to 400 reviews in less than a year! He also tells us how to manage your reputation when you are taking over an existing practice, how to reply to concerns, how recency is highly important with reviews and google, and he lets us know how to leverage reviews for SEO.
You can reach out to Jake Goates here:
Email: jake.goates@gargle.com
Website: https://www.gargle.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://lp.carestack.org/thedentalmarketer
You can even reach out to Jim Gerson (my "go to" person) from Carestack: jgerson@carestack.com
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://lp.carestack.org/thedentalmarketer
Guest: Paul BainsBusiness Name: Element DentalCheck out Paul's Media:Linkedin : https://www.linkedin.com/in/pbains/
Also, Paul's recent project just MADE IT TO SPACE!!! Check it out here:
https://www.linkedin.com/posts/pbains_live-spacex-launches-transporter-2-mission-activity-6816202246829744129-29iV/
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- The psychology behind doing a start-up.
- What is a major factor of their growth and success.
- How Paul reverse engineered his start-up process.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Imran KassamBusiness Name: North Cardiff Dental & ImplantsCheck out Imran's Media:Facebook: Imran Kassam | Emily Kassam | iKEK Property |North Cardiff Dental & Implants
Instagram: @dr05kas |@emilys_family_hub | @iKEK_property | @northcardiffdentalimplants
Linkedin: Imran Kassam - https://www.linkedin.com/in/imran-kassam-34430790/
Email: ikekpropertyltd@gmail.com
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- The mistake he made while his practice was being built and how he recommends to improve the process with one thing.
- To keep the bottom line/ overhead low, he credits their interview process. How did that process look like?
- Why did Imran end up selling his practice last year?
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Swell is giving you a FREE AMAZING 1 Page Template on how to handle negative reviews! Make sure your front office knows the proper steps to take!
Download it here: Free 1 Page Template on How To Handle a Negative Review
Check out Swell's exclusive deal here: https://info.swellcx.com/thedentalmarketer
In this episode Danny Laneri tells us the proper steps to take on handling a negative review. We discuss what to say after the negative review has been posted, what to tell your team, and we also talk about what to do if you acquire a practice that already had bad reviews from the previous dentist/ owner.
You can reach out to Danny Laneri here:
Email: danny@swellcx.com
Website: https://www.swellcx.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Brought to you by:
Try Carestack for FREE! Click this link to schedule a free 10 DAY TRIAL: https://lp.carestack.org/thedentalmarketer
You can even reach out to Jim Gerson (my "go to" person) from Carestack: jgerson@carestack.com
Also, mention "The Dental Marketer Podcast" if you do decide to go with Carestack, and they will give you an EXCLUSIVE DEAL!
Check out CARESTACK now: https://carestack.com/
My 3 Key Takeaways:
- The issues private practice owners are currently facing due to inflation, the pandemic, unemployment, and more.
- How John had to downsize to grow.
- The perfect tools to help him scale his practice's profit and meaningful growth
Guest: Dr. John NakhlaPractice's Name: Castro Valley Family Dentistry & Crow Canyon DentalFacebook Group: https://www.facebook.com/groups/dnnfb
Facebook: https://www.facebook.com/NakhlaDDS/
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Gargle's Exclusive Deal for you: a $50 Gift Card and$75 OFF for the first 4 months. That's a $300 savings!
Reach out to Gargle here: https://learn.gargle.com/demo-the-dental-marketer?afmc=2f
Guest: Dr. Adrian CumminsBusiness Name: Cummins Dental GroupCheck out Adrian's Media:Instagram: @dr.adriancummins
Email: drcummins@smiledmv.com
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- What due diligence work is required when purchasing a practice from a retiring dentist.
- What Adrian wishes he would've done differently when managing his team that he acquired.
- How Adrian took the practice from 3 new patients a year to 20-30 new patients a month.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
(If you DO want to work with Studio8e8, they are actually giving all our listeners an EXCLUSIVE DEAL!)
Reach out to Studio8e8 here: https://s8e8.com/affiliates/tdm?utm_source=tdm&utm_medium=affiliate&wc_clear=true
In this episode Joshua Scott tells us the best production videos to share on your website and social media. He discusses the best videos to show on your home page, how to use these videos on social media, how much to spend on "boosting" a video as an ad, how often you should refresh your professional videos, and how to make the videos more unique and memorable to your community.
You can reach out to Joshua Scott here:
Instagram: https://www.instagram.com/studio8e8/
Studio 8e8 Website: s8e8.com
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
p.s. The first link directing you to Studio8e8 Exclusive Deal, is an affiliate link, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that I have experience with this company, and I recommend them because they are helpful and useful, not because of the small commissions I make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you achieve your goals.
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Patrice Smith Business Name: Infinity OrthodonticsCheck out Patrice's Media:Email: info@infinityorthodc.com
Practice Facebook: https://www.facebook.com/infinityortho
Practice Instagram: @infinityortho
Dr. Patrice's Instagram: @dr.unorthodoc
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- What was it like for Patrice acquiring and opening up in the middle of a worldwide pandemic.
- How she had such a smooth transition with acquiring an existing practice and making all the team members happy.
- How to strike a good middle ground with your employees between being friendly but being firm.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
(If you DO want to work with Wonderist, be sure to mention this podcast/ episode!)
Reach out to Wonderist here: https://offers.wonderistagency.com/thedentalmarketer
In this episode Michael Anderson literally shows us, step by step, how to set up and create the best videos for marketing your practice. You can find the video on The Dental Marketer Society Facebook group or here. He lets us know how to set up your video shoot in 3 simple steps, what to say in your videos, and what to say you specialize in with your care.
You can reach out to Michael Anderson here:
Email: michael.anderson@wonderistagency.com
Website: https://www.wonderistagency.com/
If you want your questions answered on Monday Morning Marketing, ask me on these platforms:
Email: michael@thedentalmarketer.site
My Newsletter: https://thedentalmarketer.lpages.co/newsletter/
Ground Marketing Facebook Group: https://www.facebook.com/groups/738965052973156
The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Dr. Joel SkousenBusiness Name: Heritage Dental StudioCheck out Joel's Media:Facebook: https://www.facebook.com/joel.skousen
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- Joel is done with his practice and in the process of filing for bankruptcy.
- Looking back, what would Joel have done differently.
- The proper steps to letting go of your start-up
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group
Join this podcast's Facebook Group: The Dental Marketer Society
Guest: Khoa NguyenBusiness Name: Restoration SmilesCheck out Khoa's Media:Verifixed: https://verifixed.net/
Facebook: https://www.facebook.com/parisbynight222
Host: Michael AriasWebsite: The Dental MarketerJoin the podcast's Facebook Group: The Dental Marketer Society JOIN MY EMAIL LIST HERE FOR GROUND MARKETING STRATEGIES AND TACTICS.
My 3 Key Takeaways:
- How to deal with "no-shows" with employees and patients.
- What to do when a patient threatens you with a lawsuit.
- How to deal with a disgruntled employee.
Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes!
DON'T FORGET TO:
Join The Newsletter here and be a part of The Dental Marketer Family
Click here to see how you can attract new patients immediately and consistently!
Click Here to join the Ground Marketing Facebook Group