1 00:00:03,333 --> 00:00:08,933 Host Track: : Welcome to the Shared Practices Podcast 2.0. I'm here with my co-host, Dr. Scott Luna. 2 00:00:09,213 --> 00:00:14,473 Host Track: : We are continuing this conversation about the dental CEO, and we are in the 3 00:00:14,473 --> 00:00:20,413 Host Track: : depths of discussing one of three pillars, managing operations. 4 00:00:20,933 --> 00:00:24,993 Host Track: : Scott, give us a little bit of, you know, welcome to the show and give us a 5 00:00:24,993 --> 00:00:29,893 Host Track: : little bit of the framework overall so people can find themselves in this overall journey. 6 00:00:30,313 --> 00:00:33,853 Guest Track:: Yeah, well, by the way, I'm glad I'm even on the show because my puppy chewed 7 00:00:33,853 --> 00:00:39,033 Guest Track:: the power cord that went to the major internet box I've got for my entire house 8 00:00:39,033 --> 00:00:40,173 Guest Track:: and the building behind it. 9 00:00:40,393 --> 00:00:43,093 Guest Track:: And so I didn't have internet for a while. But anyway, that's what I'm dealing 10 00:00:43,093 --> 00:00:45,953 Guest Track:: with. But sure, let's just dive into dentistry. 11 00:00:46,133 --> 00:00:50,853 Guest Track:: I love this topic, the CEO. So if you haven't heard the previous episodes, 12 00:00:51,313 --> 00:00:54,913 Guest Track:: you really need to stop and go back and listen to them. 13 00:00:55,253 --> 00:01:03,813 Guest Track:: But as a review, to be a dental CEO might mean to manage three big pillars. 14 00:01:04,553 --> 00:01:09,633 Guest Track:: One is operations. The second is how we spend money, the expenses. 15 00:01:09,953 --> 00:01:14,953 Guest Track:: And the third is managing the people. The people obviously is what's doing everything. 16 00:01:15,213 --> 00:01:18,733 Guest Track:: That's how we make money and spend money. We have to have accountability. 17 00:01:18,733 --> 00:01:21,613 Guest Track:: We have to have a whole process of managing them that we're going to talk about later. 18 00:01:22,113 --> 00:01:25,693 Guest Track:: Managing how we spend money is insanely important, but we've started with the 19 00:01:25,693 --> 00:01:29,253 Guest Track:: first pillar, operations. How do we create the collections? 20 00:01:29,733 --> 00:01:33,313 Guest Track:: The operations is what everyone does every day. And as a CEO, 21 00:01:33,313 --> 00:01:38,453 Guest Track:: in the last few episodes, we talked about this concept of a really intelligent 22 00:01:38,453 --> 00:01:40,053 Guest Track:: way of looking at numbers. 23 00:01:40,433 --> 00:01:44,153 Guest Track:: We've got these five areas, patient flow, diagnosis, case acceptance, 24 00:01:44,693 --> 00:01:45,653 Guest Track:: capacity and collections. 25 00:01:45,933 --> 00:01:50,713 Guest Track:: And we identified ways in each of those five areas to look at a simple number 26 00:01:50,713 --> 00:01:54,353 Guest Track:: and to know immediately, are we are we good or bad? Are we healthy or not? 27 00:01:54,733 --> 00:01:58,973 Guest Track:: You know, is this practice needing our attention? Do we need to diagnose treatment 28 00:01:58,973 --> 00:02:01,573 Guest Track:: for our own business as a CEO, or are we good? 29 00:02:01,913 --> 00:02:05,353 Guest Track:: So that was kind of a quick little general review, but you have to go listen 30 00:02:05,353 --> 00:02:08,093 Guest Track:: to those episodes because we dove into a lot of detail. 31 00:02:08,413 --> 00:02:14,893 Host Track: : Yeah. And this is, my favorite part of this is when we get to talk about application. 32 00:02:15,173 --> 00:02:20,973 Host Track: : So rubber meets the road, where does stuff break? What actually happens in dental practices? 33 00:02:21,633 --> 00:02:26,493 Host Track: : And what can we do about it? And so now that we've talked about what we should be looking at, 34 00:02:27,073 --> 00:02:32,573 Host Track: : we've mentioned some areas of improvement, but I do want to bring and talk through 35 00:02:32,573 --> 00:02:37,133 Host Track: : specific examples, common examples where we see practices that are broken. 36 00:02:37,753 --> 00:02:41,753 Host Track: : And a lot of times we can self-diagnose as like, yeah, we're not good at this. 37 00:02:41,853 --> 00:02:46,373 Host Track: : Maybe we suck at this one thing in our dental practice or there's room for improvement. But. 38 00:02:47,092 --> 00:02:51,292 Host Track: : Knowing how to improve or where to go or what resources to rely upon, 39 00:02:51,512 --> 00:02:56,372 Host Track: : how to train these systems or build these systems, policies into our practices, 40 00:02:56,712 --> 00:02:59,032 Host Track: : a lot of dentists want to be pointed in the right direction. 41 00:02:59,212 --> 00:03:02,412 Host Track: : And this might even be creating future episodes as we talk about this. 42 00:03:02,552 --> 00:03:05,892 Host Track: : We'll hit a topic and say, here's the high level, and maybe we need to come 43 00:03:05,892 --> 00:03:07,932 Host Track: : back and do a series on this specific topic. 44 00:03:07,932 --> 00:03:10,812 Host Track: : But the first thing that comes to mind was in 45 00:03:10,812 --> 00:03:15,032 Host Track: : that first area of you 46 00:03:15,032 --> 00:03:18,652 Host Track: : know we were talking about patient flow we talked about retention 47 00:03:18,652 --> 00:03:22,192 Host Track: : we talked about marketing activities where 48 00:03:22,192 --> 00:03:25,832 Host Track: : a lot of dentists kind of get distracted in in that as being the important thing 49 00:03:25,832 --> 00:03:31,672 Host Track: : but then the call volume the the call miss rate as well as the call conversion 50 00:03:31,672 --> 00:03:37,592 Host Track: : i've been guilty of this where i know that we're not in my specific offices 51 00:03:37,592 --> 00:03:38,852 Host Track: : that I've run in the past, 52 00:03:39,012 --> 00:03:43,772 Host Track: : I know we're not handling the call side of things great. 53 00:03:44,012 --> 00:03:48,232 Host Track: : I know that we're not taking control of the conversation, but I almost, 54 00:03:48,432 --> 00:03:51,592 Host Track: : I don't have the skills, even though I've talked about this and podcasted, 55 00:03:51,712 --> 00:03:54,572 Host Track: : I don't have the skills to train 56 00:03:54,572 --> 00:03:58,392 Host Track: : my team on like what's my, in my head around what we should be doing. 57 00:03:58,952 --> 00:04:03,652 Host Track: : And, and so how do you help dentists to figure out, you know, 58 00:04:03,772 --> 00:04:05,672 Host Track: : we have our coaches work with the team members. 59 00:04:05,752 --> 00:04:08,072 Host Track: : We almost bypass the dentist at shared practices. It's like, 60 00:04:08,152 --> 00:04:11,192 Host Track: : let's get our coach coaching the dentist on the high level things. 61 00:04:11,412 --> 00:04:14,952 Host Track: : And then you can kind of leave the room and we're going to train the team on 62 00:04:14,952 --> 00:04:17,492 Host Track: : answering phones and building these systems. 63 00:04:17,612 --> 00:04:24,272 Host Track: : But I want to hear your perspective on where to go to get better at call conversion 64 00:04:24,272 --> 00:04:25,852 Host Track: : and answering the phones. 65 00:04:26,292 --> 00:04:29,432 Guest Track:: Well, yeah, let's back up. I'd like to use an analogy for a second, 66 00:04:29,572 --> 00:04:32,272 Guest Track:: just to make sure everyone listening is kind of on the same page here. 67 00:04:32,492 --> 00:04:38,292 Guest Track:: So if we think to a really skilled surgeon, you know, in the medical space, 68 00:04:38,472 --> 00:04:40,732 Guest Track:: you know, what does it mean to be a skilled surgeon? 69 00:04:41,112 --> 00:04:45,932 Guest Track:: It means that number one, they can diagnose incredibly well, 70 00:04:46,032 --> 00:04:50,952 Guest Track:: they can see that there's disease, and they can diagnose the treatment needed, right? 71 00:04:51,072 --> 00:04:54,872 Guest Track:: So they can see the disease, and they can diagnose what to do about it. 72 00:04:54,992 --> 00:05:01,352 Guest Track:: And then next to be a really skilled surgeon, they have to be able to implement that diagnosis. 73 00:05:01,492 --> 00:05:05,632 Guest Track:: They have to actually be able to perform the procedure, surgical procedure. 74 00:05:05,892 --> 00:05:10,872 Guest Track:: If we use that analogy to being a CEO, we need to be able to diagnose the problem 75 00:05:10,872 --> 00:05:16,072 Guest Track:: really well to see it that there's disease, but also to know what the solution is. 76 00:05:16,412 --> 00:05:20,372 Guest Track:: And we have to be able to implement that solution really well. 77 00:05:21,092 --> 00:05:27,212 Guest Track:: We in dentistry so often fail in these three moments, but especially the first 78 00:05:27,212 --> 00:05:29,792 Guest Track:: one, to not even see the disease. 79 00:05:30,092 --> 00:05:36,612 Guest Track:: And that's why it's taken so long for dentistry to kind of adopt the concept of metrics tracking. 80 00:05:36,892 --> 00:05:44,752 Guest Track:: It's taken dentistry so long to even understand how do we use metrics to help us find the disease. 81 00:05:45,192 --> 00:05:49,232 Guest Track:: Most dentists don't even know national averages, yet they know if we've got 82 00:05:49,232 --> 00:05:51,752 Guest Track:: a four or five millimeter pocket, we might have periodontal disease. 83 00:05:52,032 --> 00:05:55,692 Guest Track:: They don't know if we have phones disease. They don't know if we have reappointment disease. 84 00:05:55,892 --> 00:06:00,152 Guest Track:: They haven't been taught or learned kind of what that disease looks like. 85 00:06:00,572 --> 00:06:04,152 Guest Track:: So I know that, you know, probably everyone listening to this knows that I give 86 00:06:04,152 --> 00:06:09,852 Guest Track:: these really like intense like training seminars, these events that you and 87 00:06:09,852 --> 00:06:11,132 Guest Track:: many others have been to. 88 00:06:11,492 --> 00:06:18,112 Guest Track:: And when I started giving those events, it was all around like teaching people 89 00:06:18,112 --> 00:06:21,152 Guest Track:: how to do the surgical procedure on their practice. 90 00:06:21,612 --> 00:06:24,072 Guest Track:: And over time, I realized they couldn't even see the disease. 91 00:06:24,752 --> 00:06:29,212 Guest Track:: So it's had to, of course, now take this holistic approach and teach people 92 00:06:29,212 --> 00:06:33,932 Guest Track:: how to actually find the disease in a very intelligent way, in a very kind of efficient way. 93 00:06:34,212 --> 00:06:37,932 Guest Track:: So I think that that's where we're at. Before we can even say, 94 00:06:38,012 --> 00:06:38,992 Guest Track:: what do we say on the phone? 95 00:06:39,272 --> 00:06:43,652 Guest Track:: We need to understand that we need to see the disease with the right number. 96 00:06:44,152 --> 00:06:46,892 Guest Track:: So start there. how do we even know we have 97 00:06:46,892 --> 00:06:49,852 Guest Track:: a problem on the phone you know we need to have the 98 00:06:49,852 --> 00:06:53,152 Guest Track:: missed call rate the conversion rate in front of us and if you're not getting 99 00:06:53,152 --> 00:06:58,112 Guest Track:: that through ai or through you know your marketing company might have some of 100 00:06:58,112 --> 00:07:01,592 Guest Track:: that technology if you're not hand auditing it maybe you have to do that you 101 00:07:01,592 --> 00:07:07,072 Guest Track:: you will never be able to understand if there's disease there so we have to have that first well. 102 00:07:07,072 --> 00:07:08,912 Host Track: : Then then let me dig on that a little bit, 103 00:07:09,809 --> 00:07:14,129 Host Track: : There's voice over IP, there's regular calling. Depending on your marketing 104 00:07:14,129 --> 00:07:16,689 Host Track: : company, they might be call tracking depending. 105 00:07:17,009 --> 00:07:20,289 Host Track: : They've got different numbers to track different marketing efforts. 106 00:07:20,929 --> 00:07:26,649 Host Track: : If someone is fairly unsophisticated in this, what's the minimum to start? 107 00:07:26,849 --> 00:07:31,529 Host Track: : Or if you were doing a startup and you could design the system the way you'd 108 00:07:31,529 --> 00:07:36,689 Host Track: : want to, how can you get the most data out of your phones? 109 00:07:37,449 --> 00:07:41,789 Guest Track:: Well, I don't know if I'd get the most data I can possibly get. 110 00:07:42,069 --> 00:07:46,189 Guest Track:: I'd want to get a very nice sampling of the right data. 111 00:07:46,549 --> 00:07:50,009 Guest Track:: So typically, you can run, there's 112 00:07:50,009 --> 00:07:54,469 Guest Track:: a couple companies out there that allow you to run AI on your phones. 113 00:07:54,649 --> 00:07:59,609 Guest Track:: The AI will listen to the phone call and will tell you things like, did you answer or not? 114 00:07:59,849 --> 00:08:02,389 Guest Track:: If you did answer, did they convert to an appointment or not? 115 00:08:02,509 --> 00:08:05,969 Guest Track:: How much was that potential phone call worth? Did they ask about certain procedures? 116 00:08:06,109 --> 00:08:07,109 Guest Track:: They ask about insurance? 117 00:08:07,349 --> 00:08:13,189 Guest Track:: Did you mishandle the call or not? You're literally having this AI agent auditing 118 00:08:13,189 --> 00:08:16,009 Guest Track:: your call for you. There's a couple of companies that do that. 119 00:08:16,369 --> 00:08:22,269 Guest Track:: Also, the marketing company that I've been using for years has also developed 120 00:08:22,269 --> 00:08:23,689 Guest Track:: their own AI that does it. 121 00:08:24,149 --> 00:08:27,349 Guest Track:: It does it specifically on the new patient leads. 122 00:08:27,849 --> 00:08:31,249 Guest Track:: That's the most important lead to get this information on. 123 00:08:31,489 --> 00:08:37,269 Guest Track:: We don't necessarily need to know, you know, what some salesperson said when 124 00:08:37,269 --> 00:08:39,749 Guest Track:: they called our practice trying to sell us Ozarka water. 125 00:08:40,029 --> 00:08:44,089 Guest Track:: You know, we want the data on specifically the new patient calls the most valuable. 126 00:08:44,469 --> 00:08:49,289 Guest Track:: So we need to have that set up first. Otherwise, we'll never see the disease. 127 00:08:49,569 --> 00:08:52,529 Guest Track:: We have to take that x-ray on our phones. 128 00:08:53,069 --> 00:08:56,969 Guest Track:: And once we get that x-ray, as we've spoken about in the previous episodes, 129 00:08:57,329 --> 00:09:00,489 Guest Track:: the two main numbers we're looking at is, are we answering calls? 130 00:09:00,489 --> 00:09:02,909 Guest Track:: And if we are, are they scheduling? 131 00:09:03,629 --> 00:09:07,709 Guest Track:: And if we're answering them, that has to be set up properly. 132 00:09:08,169 --> 00:09:12,609 Guest Track:: Answering more calls doesn't mean you train your team to answer more calls. 133 00:09:12,749 --> 00:09:15,469 Guest Track:: They're already trying to answer calls. What are you going to train them on? 134 00:09:16,469 --> 00:09:23,549 Guest Track:: Answering more calls is probably tweaking your phone system structure while 135 00:09:23,549 --> 00:09:31,769 Guest Track:: also utilizing a virtual employee or virtual answering service that can schedule patients. 136 00:09:32,409 --> 00:09:37,069 Guest Track:: That's like that ingredient that you would prescribe. That's the medication 137 00:09:37,069 --> 00:09:39,149 Guest Track:: you would prescribe if you found phone disease. 138 00:09:39,349 --> 00:09:41,849 Guest Track:: You'd say, okay, take this pill. If you need to answer more calls, 139 00:09:42,009 --> 00:09:43,529 Guest Track:: take the virtual assistant pill. 140 00:09:44,067 --> 00:09:51,287 Guest Track:: And, you know, it's so interesting to me how few dental offices have incorporated virtual assistants. 141 00:09:51,907 --> 00:09:54,467 Guest Track:: And I think it's because they don't know that they've got this cancer. 142 00:09:54,627 --> 00:09:57,627 Guest Track:: They don't know they're sick to begin with. So they don't think they need to 143 00:09:57,627 --> 00:09:59,247 Guest Track:: take this medicine. Does that make sense? 144 00:09:59,547 --> 00:10:03,067 Host Track: : Yeah. And I would say the side effects of these medicine that people are scared 145 00:10:03,067 --> 00:10:05,867 Host Track: : of is, number one, they don't want to pay for the AI software. 146 00:10:06,147 --> 00:10:10,687 Host Track: : But you think about how much money goes into marketing when you are spending 147 00:10:10,687 --> 00:10:16,527 Host Track: : marketing dollars and how valuable a new patient is, one more new patient per 148 00:10:16,527 --> 00:10:17,747 Host Track: : month, two, you know, five, 149 00:10:18,947 --> 00:10:24,787 Host Track: : the investment in the dental AI software on top of whatever else you're doing, 150 00:10:24,927 --> 00:10:29,647 Host Track: : and the investment of time and effort to set these things up ahead of time or 151 00:10:29,647 --> 00:10:33,827 Host Track: : to work with a virtual assistant or to work with a company. 152 00:10:34,027 --> 00:10:41,427 Host Track: : I think there is a fear of the amount of cost and disruption that these efforts experts will take. 153 00:10:41,787 --> 00:10:48,127 Host Track: : And once again, this is important, non-urgent tasks that there are going to 154 00:10:48,127 --> 00:10:49,767 Host Track: : be other fires to put out. 155 00:10:49,907 --> 00:10:54,007 Host Track: : There's going to be resistance from the team of like, we're doing a good job of this doc. 156 00:10:54,167 --> 00:10:57,927 Host Track: : Like I swear we're catching the calls and we don't need to change our phone 157 00:10:57,927 --> 00:10:59,147 Host Track: : system and change all of this. 158 00:10:59,267 --> 00:11:04,467 Guest Track:: So yeah, let's dive into that. So, cause hold on, you know, all this cost, 159 00:11:04,587 --> 00:11:08,787 Guest Track:: all this fear, all this pain, all this conflict about maybe using AI or, 160 00:11:08,787 --> 00:11:10,487 Guest Track:: to see if there's a problem. 161 00:11:10,567 --> 00:11:16,307 Guest Track:: I tell you what might cause fear or cause for pain is getting a colonoscopy. 162 00:11:16,787 --> 00:11:21,947 Guest Track:: But my Lord, if you find out you've got colon cancer, you've just saved your life by doing it. 163 00:11:22,427 --> 00:11:27,767 Guest Track:: Using AI is way easier than a colonoscopy and it's going to make you a whole 164 00:11:27,767 --> 00:11:33,047 Guest Track:: lot of money if you find that you've got some kind of issues there on the phones. 165 00:11:33,647 --> 00:11:38,007 Guest Track:: Let's make this simple for a second. The national average practice, 166 00:11:38,367 --> 00:11:43,887 Guest Track:: just the national average, they answer 68 out of 100 new patient calls. 167 00:11:44,307 --> 00:11:50,147 Guest Track:: And of the 68 they answer, they end up scheduling 29 appointments. 168 00:11:50,407 --> 00:11:51,447 Guest Track:: That's national average. 169 00:11:52,107 --> 00:11:55,947 Guest Track:: So 100 new patients called. We paid for marketing for 100. 170 00:11:56,227 --> 00:12:00,547 Guest Track:: And we ended up with 29 appointments because we missed some calls and we didn't 171 00:12:00,547 --> 00:12:02,767 Guest Track:: convert some calls. We ended up with 29 appointments. 172 00:12:03,587 --> 00:12:09,267 Guest Track:: If we if we make that number bigger, let's say a practice usually gets 100 new patients a month. 173 00:12:09,827 --> 00:12:13,467 Guest Track:: Well, that means they could have had like 300. Right? 174 00:12:13,707 --> 00:12:18,207 Guest Track:: If I were go to practice and I were say, Hey, if we utilize AI software for 175 00:12:18,207 --> 00:12:21,287 Guest Track:: a few hundred bucks a month, and we figure out what's going on on your phones, 176 00:12:21,307 --> 00:12:24,067 Guest Track:: and we correct some of these issues, we could take you from 100 new patients 177 00:12:24,067 --> 00:12:27,267 Guest Track:: a month to 200 new patients a month, without more marketing, 178 00:12:27,953 --> 00:12:30,713 Guest Track:: Now, suddenly that like sounds like a very smart thing to do. 179 00:12:30,813 --> 00:12:30,893 Host Track: : Right. 180 00:12:31,393 --> 00:12:35,573 Guest Track:: You see, we need to bring it down to like, how does it impact me, the dentist? 181 00:12:35,873 --> 00:12:42,913 Guest Track:: Why do I care? Why do I want to go through the trouble of putting AI software 182 00:12:42,913 --> 00:12:47,153 Guest Track:: in place to tell me if I've got cancer and then the trouble of treating the cancer? 183 00:12:47,693 --> 00:12:53,373 Guest Track:: Well, I mean, you're going to make a lot of return on this without even considering 184 00:12:53,373 --> 00:12:55,193 Guest Track:: how much a new patient is worth. 185 00:12:55,193 --> 00:12:58,833 Guest Track:: Just the thought of being able to have twice as many new patients, 186 00:13:00,033 --> 00:13:04,653 Guest Track:: without having to hire some rock stars of this or a rock star of that and move 187 00:13:04,653 --> 00:13:09,333 Guest Track:: your practice to an amazing location or redo all of your facility or double 188 00:13:09,333 --> 00:13:11,713 Guest Track:: your marketing budget. All of that's painful. 189 00:13:12,013 --> 00:13:15,753 Guest Track:: But putting AI software in place and training your two or three front office 190 00:13:15,753 --> 00:13:18,973 Guest Track:: people, that's so much easier than a colonoscopy. 191 00:13:19,373 --> 00:13:21,573 Guest Track:: You can get that done. Does that make sense? 192 00:13:21,653 --> 00:13:26,613 Host Track: : Yeah. And that's why I wanted to double down on this because I think there is 193 00:13:26,613 --> 00:13:29,613 Host Track: : a hesitancy and a reservation to do this. 194 00:13:29,813 --> 00:13:32,453 Host Track: : And we're going to get to this in the future episodes. 195 00:13:33,293 --> 00:13:40,093 Host Track: : When you change things, this is going to take a cycle of change and training and auditing. 196 00:13:40,253 --> 00:13:45,933 Host Track: : And so that commitment to, I am convicted of why this is a problem. 197 00:13:46,253 --> 00:13:49,873 Host Track: : I can see the data and I want to do something about it. 198 00:13:49,993 --> 00:13:53,673 Host Track: : And it is going to be disruptive for a little while, but the value is on the other end. 199 00:13:53,673 --> 00:13:58,153 Host Track: : I think that's a horse that we can keep beating because I think people are missing 200 00:13:58,153 --> 00:14:03,453 Host Track: : the opportunity and they're letting their fears and their resistance around 201 00:14:03,453 --> 00:14:06,293 Host Track: : this issue stopping them from getting there and a lack of knowledge. 202 00:14:06,473 --> 00:14:10,293 Host Track: : They maybe don't have the skills to teach the team members. 203 00:14:11,333 --> 00:14:17,453 Host Track: : That's where I started with this. Often dentists don't even know how to help 204 00:14:17,453 --> 00:14:18,933 Host Track: : their team members and they need a coach. 205 00:14:19,033 --> 00:14:23,053 Host Track: : They need someone who can come in and work with their team on these skills. 206 00:14:23,645 --> 00:14:27,705 Guest Track:: Yeah, so let me reiterate this again. The three components to fixing something 207 00:14:27,705 --> 00:14:30,925 Guest Track:: like what I introduced at least initially, the three components of an excellent 208 00:14:30,925 --> 00:14:35,865 Guest Track:: surgeon is to be able to see the disease, diagnose the treatment and perform the treatment. 209 00:14:36,345 --> 00:14:39,665 Guest Track:: So we need to be able to see a problem on the phones. 210 00:14:40,125 --> 00:14:43,165 Guest Track:: We need to be able to diagnose what needs to be done about it. 211 00:14:43,405 --> 00:14:47,245 Guest Track:: And then we need to actually be able to implement that, that solution, right? 212 00:14:47,605 --> 00:14:51,245 Guest Track:: So seeing the problem is step one. That's through, for example, 213 00:14:51,385 --> 00:14:55,825 Guest Track:: the AI issue, the AI product, the AI service, then we need to know, 214 00:14:55,985 --> 00:14:58,765 Guest Track:: okay, what do we do about it? What's actually best practices? 215 00:14:59,345 --> 00:15:04,305 Guest Track:: How am I supposed to answer more calls? How am I supposed to schedule more patients? 216 00:15:04,685 --> 00:15:08,605 Guest Track:: That's actually why most people come to my events is because we go through like 217 00:15:08,605 --> 00:15:11,585 Guest Track:: 100 of those things within two days and they walk out like, aha, 218 00:15:11,585 --> 00:15:14,865 Guest Track:: I know now how to do all of these business procedures, right? 219 00:15:14,965 --> 00:15:18,045 Guest Track:: I've just in one weekend learned a hundred new business procedures, 220 00:15:18,265 --> 00:15:22,025 Guest Track:: how to fix these diseases, right? So they have to know how. 221 00:15:22,525 --> 00:15:25,765 Guest Track:: And so how do we answer more phones and how do we convert more patients is the 222 00:15:25,765 --> 00:15:26,825 Guest Track:: next thing to talk about. 223 00:15:27,085 --> 00:15:30,905 Guest Track:: And then of course, after they know how, well, shoot, knowing how is not enough. 224 00:15:31,085 --> 00:15:34,145 Guest Track:: You have to actually do, you have to implement. 225 00:15:34,745 --> 00:15:39,945 Guest Track:: And implementing is always going to be micromanaged by you, the leader. 226 00:15:40,505 --> 00:15:45,925 Guest Track:: Even if you're using a coach, or a consultant, or an office manager, 227 00:15:46,305 --> 00:15:49,045 Guest Track:: it will still be micromanaged by the leader. 228 00:15:49,205 --> 00:15:53,165 Guest Track:: It will take less time. If you utilize other people to help you, 229 00:15:53,345 --> 00:15:55,965 Guest Track:: it will be less work for you. 230 00:15:56,145 --> 00:16:02,565 Guest Track:: But there's always going to be a phase of micromanaging the implementation of 231 00:16:02,565 --> 00:16:04,585 Guest Track:: this to get it to stick all the way. 232 00:16:04,825 --> 00:16:11,225 Guest Track:: So we've talked about phones, you know, How do I see the disease? That's going to be AI. 233 00:16:12,145 --> 00:16:14,765 Guest Track:: Now we need to say, okay, well, what do I, if I have this disease, 234 00:16:14,985 --> 00:16:16,025 Guest Track:: how do I know how to treat it? 235 00:16:17,211 --> 00:16:21,171 Guest Track:: So how do we treat a missed call rate problem or how do we treat a conversion 236 00:16:21,171 --> 00:16:24,311 Guest Track:: rate problem? Is that where we should go next? 237 00:16:24,451 --> 00:16:28,811 Host Track: : Yeah. And, you know, we're not going to be able to get to all the five knobs 238 00:16:28,811 --> 00:16:35,091 Host Track: : that we're talking about, but I just wanted to follow this through of from these 239 00:16:35,091 --> 00:16:36,551 Host Track: : like three surgical, you know, 240 00:16:36,931 --> 00:16:40,071 Host Track: : parts of being a great surgeon and see what that looks like. 241 00:16:40,231 --> 00:16:43,731 Host Track: : Because I think some of our listeners, when they hear all of these things, 242 00:16:43,871 --> 00:16:47,711 Host Track: : there's this flood of, oh, these are great ideas, and then nothing happens. 243 00:16:47,911 --> 00:16:53,771 Host Track: : And so walking them through the journey of addressing some of the bad data that 244 00:16:53,771 --> 00:16:57,991 Host Track: : they're getting back or the areas for improvement is worthwhile, in my opinion. 245 00:16:58,611 --> 00:17:04,891 Guest Track:: So we've set up AI because we should, as a CEO, know what's happening on the 246 00:17:04,891 --> 00:17:07,811 Guest Track:: phones because it impacts dramatically our big first knob. 247 00:17:07,991 --> 00:17:11,491 Guest Track:: And we find out with AI, oh, we're missing too many phone calls. 248 00:17:11,671 --> 00:17:16,371 Guest Track:: Now we've identified the disease. We see it on the AI x-ray. 249 00:17:16,571 --> 00:17:18,371 Guest Track:: There it is. We're missing too many calls. 250 00:17:18,631 --> 00:17:21,391 Guest Track:: Now, how do we treat that disease? All right. 251 00:17:21,611 --> 00:17:23,351 Guest Track:: Well, one solution would be 252 00:17:23,351 --> 00:17:29,751 Guest Track:: when we miss a call, we forward that call to a virtual employee of ours. 253 00:17:29,931 --> 00:17:35,751 Guest Track:: We don't have one, but we understand that that is one prescription to solve 254 00:17:35,751 --> 00:17:39,451 Guest Track:: this disease is the pill of having a virtual assistant. 255 00:17:40,231 --> 00:17:45,691 Guest Track:: So we would find a company that has virtual assistants. And let me walk you 256 00:17:45,691 --> 00:17:48,091 Guest Track:: through what that's like, by the way, when you have a virtual assistant. 257 00:17:49,168 --> 00:17:53,128 Guest Track:: It is and it's changed dramatically over the last couple of years in such a good way. 258 00:17:53,448 --> 00:17:57,008 Guest Track:: So there's companies that operate in other countries in the world. 259 00:17:57,088 --> 00:18:02,028 Guest Track:: And they have offices, office buildings, they have managers and trainers for 260 00:18:02,028 --> 00:18:06,328 Guest Track:: all of these virtual people that we quote unquote hire. 261 00:18:06,848 --> 00:18:11,108 Guest Track:: And if we're wanting to hire someone to help us answer these phone calls, 262 00:18:11,308 --> 00:18:14,728 Guest Track:: we would tell the company, we want to hire someone full time or part time, 263 00:18:14,868 --> 00:18:18,048 Guest Track:: and the company would line up five or six people to interview. 264 00:18:19,048 --> 00:18:22,368 Guest Track:: And we'd interview them over Zoom. These are college educated. 265 00:18:22,628 --> 00:18:24,628 Guest Track:: They speak English. They can speak Spanish. 266 00:18:25,088 --> 00:18:29,088 Guest Track:: In their country, this is a coveted job. It's a well-paying job for them. 267 00:18:29,248 --> 00:18:32,688 Guest Track:: It's a respectable job. They want the job. They don't want to lose it. 268 00:18:33,228 --> 00:18:37,828 Guest Track:: I don't know about you, but I don't always feel like dental employees in the 269 00:18:37,828 --> 00:18:39,748 Guest Track:: US and Canada feel the same way. 270 00:18:39,868 --> 00:18:41,788 Host Track: : Or call center employees in the US. 271 00:18:42,448 --> 00:18:46,468 Guest Track:: Yeah, exactly. We're call center employees. Exactly. There's no website that 272 00:18:46,468 --> 00:18:49,928 Guest Track:: you go to where you can just line up six interviews and they all show up and 273 00:18:49,928 --> 00:18:53,208 Guest Track:: they're all college educated and can speak well and they really want the job. 274 00:18:53,408 --> 00:18:57,268 Guest Track:: So they line up these people and we interview them over Zoom and we pick one. 275 00:18:57,948 --> 00:19:02,468 Guest Track:: And they are going to log in every day and only work for us, only our practice. 276 00:19:02,848 --> 00:19:07,608 Guest Track:: They are coming somewhat trained. They've gone through certain training sessions 277 00:19:07,608 --> 00:19:09,828 Guest Track:: and modules before we've interviewed them. 278 00:19:10,408 --> 00:19:14,488 Guest Track:: So they're coming somewhat trained, but they're not obviously trained on us. 279 00:19:14,788 --> 00:19:20,168 Guest Track:: So we are going to train them like we would train a regular employee on us. 280 00:19:20,728 --> 00:19:25,828 Guest Track:: And they'd log in every day in Zoom. I'd get a report on what they did and they would be live. 281 00:19:25,968 --> 00:19:29,248 Guest Track:: I could talk to them every single day and they're going to do what we assign to them. 282 00:19:29,508 --> 00:19:33,328 Guest Track:: And it might cost us $13 or $14 an hour, all in. 283 00:19:33,728 --> 00:19:35,928 Guest Track:: No payroll taxes, no benefits. 284 00:19:36,708 --> 00:19:40,128 Guest Track:: They're not getting Friday COVID. They're not taking maternity leave. 285 00:19:40,428 --> 00:19:44,268 Guest Track:: You know, there's no added cost. They're not complaining that it's too hot or 286 00:19:44,268 --> 00:19:45,368 Guest Track:: too cold in the practice. 287 00:19:45,588 --> 00:19:50,128 Guest Track:: Like they are all in 13 or 14 an hour performing this function. 288 00:19:50,528 --> 00:19:56,348 Guest Track:: All right. So our primary purpose in this hypothetical is that they answer the calls we miss. 289 00:19:57,188 --> 00:20:01,928 Guest Track:: Well, that means they're going to be bored most of the day because we don't answer. 290 00:20:02,068 --> 00:20:09,008 Guest Track:: We don't miss calls every minute of the day. So how about we have them do insurance 291 00:20:09,008 --> 00:20:15,188 Guest Track:: verification, or maybe we have them process EOBs, or we have them confirm appointments. 292 00:20:16,028 --> 00:20:19,648 Guest Track:: Or I've got some practices that I coach one-on-one, for example, 293 00:20:19,908 --> 00:20:22,508 Guest Track:: that actually have them do check-in. 294 00:20:23,529 --> 00:20:30,169 Guest Track:: We've got a digital check-in process with a screen, with this person there to 295 00:20:30,169 --> 00:20:33,349 Guest Track:: help answer any questions patients might have and to greet them. 296 00:20:33,749 --> 00:20:37,269 Guest Track:: It's not kind of normal for most practices to do it that way, 297 00:20:37,389 --> 00:20:39,929 Guest Track:: but I'm just kind of like trying to open your mind a bit. 298 00:20:40,249 --> 00:20:45,089 Guest Track:: So we've got this virtual assistant whose primary role actually isn't answering the phones. 299 00:20:45,269 --> 00:20:48,149 Guest Track:: They're busy all day long verifying insurance and confirming appointments. 300 00:20:48,149 --> 00:20:54,349 Guest Track:: But when we miss a call in the practice, it's after two rings transferred to 301 00:20:54,349 --> 00:20:57,389 Guest Track:: them, and then they answer the call and save it. 302 00:20:57,809 --> 00:21:02,829 Guest Track:: If they only have, excuse me, if they have a 90% answer rate, 303 00:21:03,009 --> 00:21:07,769 Guest Track:: because they only get one call at a time, then that means 90% of our missed 304 00:21:07,769 --> 00:21:10,229 Guest Track:: calls get saved overnight. 305 00:21:10,769 --> 00:21:14,989 Guest Track:: Overnight. That hasn't changed the conversion rate yet, but it's changed the 306 00:21:14,989 --> 00:21:18,049 Guest Track:: missed call rate. And in this hypothetical, we said that was our problem. 307 00:21:18,389 --> 00:21:24,409 Guest Track:: Overnight, it's solved. And I've got now this employee that is not only enabling 308 00:21:24,409 --> 00:21:28,229 Guest Track:: us to have tens of more patients per month and all that that's worth, 309 00:21:28,409 --> 00:21:32,549 Guest Track:: but they're also performing other tasks that my team doesn't have to perform 310 00:21:32,549 --> 00:21:33,629 Guest Track:: now. Does that make sense? 311 00:21:33,969 --> 00:21:37,109 Host Track: : Yes. And I'm grateful that you walked through this because, 312 00:21:37,989 --> 00:21:41,749 Host Track: : I remember in the early days of call centers in dentistry, 313 00:21:41,969 --> 00:21:44,729 Host Track: : one of the concerns was like, okay I'm getting 314 00:21:44,729 --> 00:21:47,469 Host Track: : a different call center person maybe they're trained on a few 315 00:21:47,469 --> 00:21:53,529 Host Track: : practices they're bouncing back and forth maybe the call center scales and the 316 00:21:53,529 --> 00:21:57,489 Host Track: : there was a high quality at first of call center people who were answering and 317 00:21:57,489 --> 00:22:01,889 Host Track: : as they scale the quality kind of isn't there or there's turnover and the person 318 00:22:01,889 --> 00:22:06,209 Host Track: : that we used to be working with isn't there the thing I like about this process a lot is, 319 00:22:06,843 --> 00:22:11,543 Host Track: : They really are like an employee of the practice and you can get to know them 320 00:22:11,543 --> 00:22:13,083 Host Track: : and train them and invest in them. 321 00:22:13,263 --> 00:22:16,243 Host Track: : And the return is there. The security is there. 322 00:22:16,603 --> 00:22:23,963 Host Track: : And that process is different than what it has meant in the past to outsource these missed calls. 323 00:22:24,503 --> 00:22:29,763 Host Track: : And I've seen personally, as we've done some outsourcing of answering calls 324 00:22:29,763 --> 00:22:35,163 Host Track: : at our group, that there's a huge difference between one person and the next. 325 00:22:35,163 --> 00:22:41,023 Host Track: : You know, you might have a very skilled, very articulate, very low accent individual 326 00:22:41,023 --> 00:22:42,543 Host Track: : answering the calls over here. 327 00:22:42,843 --> 00:22:47,983 Host Track: : And if you scale and eventually that's not the person who's answering the phones. 328 00:22:48,223 --> 00:22:53,983 Host Track: : So I just I think it's worth pointing out the differences between solutions 329 00:22:53,983 --> 00:22:56,123 Host Track: : in the past and what this looks like now. 330 00:22:56,443 --> 00:22:59,203 Guest Track:: Well, obviously, things change, right? 331 00:22:59,403 --> 00:23:04,203 Guest Track:: So the past internet speeds weren't fast enough to do the job that's done today. 332 00:23:04,203 --> 00:23:06,883 Guest Track:: And technology wasn't efficient enough either. 333 00:23:07,223 --> 00:23:11,303 Guest Track:: So in the past, in order to get costs down and to get kind of everything making 334 00:23:11,303 --> 00:23:14,003 Guest Track:: sense, you had to run volume, you had to have call center setups. 335 00:23:14,203 --> 00:23:18,183 Guest Track:: And I built probably one of the first big ones in dentistry, 336 00:23:18,303 --> 00:23:21,743 Guest Track:: you know, back in the day when just internet wasn't even fast enough to do it well. 337 00:23:22,063 --> 00:23:27,323 Guest Track:: And that had a domino effect of issues and inconsistencies in quality and so 338 00:23:27,323 --> 00:23:28,223 Guest Track:: forth that you've described. 339 00:23:28,463 --> 00:23:36,263 Guest Track:: However, if you're listening to this, don't let old medicines side effects make 340 00:23:36,263 --> 00:23:40,923 Guest Track:: you think that there's a problem with the new medication that doesn't have a side effect. 341 00:23:41,123 --> 00:23:46,303 Guest Track:: And let's not let the fear of side effects make you ignore that you've got the 342 00:23:46,303 --> 00:23:49,683 Guest Track:: cancer to begin with, right? We have to solve this problem. 343 00:23:50,143 --> 00:23:54,463 Guest Track:: So step one is identify that you've got the cancer. Yes, we're missing calls. 344 00:23:54,683 --> 00:23:56,623 Guest Track:: We have to fix the cancer some way. 345 00:23:57,205 --> 00:24:00,765 Guest Track:: We might use a little radiation, we may use a little chemo, we may do a little 346 00:24:00,765 --> 00:24:03,025 Guest Track:: surgery, but we have to get that cancer stopped. 347 00:24:03,425 --> 00:24:06,465 Guest Track:: Right now, what I'm telling you in this example, in this hypothetical, 348 00:24:06,805 --> 00:24:13,385 Guest Track:: is a really low side effect medication for your missed call cancer is utilizing a virtual assistant. 349 00:24:13,845 --> 00:24:18,585 Guest Track:: And if that person we hired, by the way, doesn't work out, they end up not being 350 00:24:18,585 --> 00:24:22,765 Guest Track:: what we want, then within a week, we're interviewing five more. 351 00:24:22,765 --> 00:24:26,065 Guest Track:: Like we have what is practically 352 00:24:26,065 --> 00:24:29,205 Guest Track:: an unlimited list of people to 353 00:24:29,205 --> 00:24:32,825 Guest Track:: try to find the perfect fit wouldn't 354 00:24:32,825 --> 00:24:37,205 Guest Track:: it be nice if that's how dentistry was like we needed an assistant so let's 355 00:24:37,205 --> 00:24:41,345 Guest Track:: just keep using them until we find the perfect one because they're all waiting 356 00:24:41,345 --> 00:24:46,305 Guest Track:: to be tried like that'd be great if that was actually reality it is when it 357 00:24:46,305 --> 00:24:51,745 Guest Track:: comes to virtual assistants so that overnight solves the problem. 358 00:24:51,985 --> 00:24:54,625 Guest Track:: However, that's just the treatment. 359 00:24:54,925 --> 00:24:59,285 Guest Track:: We haven't talked about actually implementing the treatment, 360 00:24:59,525 --> 00:25:01,725 Guest Track:: performing the procedure, right? 361 00:25:01,965 --> 00:25:04,645 Guest Track:: So, step one was identifying the disease. 362 00:25:05,185 --> 00:25:10,505 Guest Track:: Step two is knowing how to treat it. But step three is actually implementing that plan. 363 00:25:10,785 --> 00:25:16,045 Guest Track:: We need to implement a virtual assistant plan in this hypothetical. 364 00:25:16,045 --> 00:25:21,545 Host Track: : So can I start with a question here, which is, if we're talking about treatment 365 00:25:21,545 --> 00:25:24,365 Host Track: : plan, can we talk about treatment length of implementation? 366 00:25:24,725 --> 00:25:29,225 Host Track: : So someone's coming in and they don't have AI set up. They don't know their 367 00:25:29,225 --> 00:25:32,105 Host Track: : missed call rate. They don't have a virtual assistant. 368 00:25:33,224 --> 00:25:38,084 Host Track: : What would be an expectation of like to really overhaul, build new systems, 369 00:25:38,264 --> 00:25:44,344 Host Track: : build new policies, implement an audit to the point where this is not like a 370 00:25:44,344 --> 00:25:50,024 Host Track: : top priority micromanagement of the dental CEO and they can move to other higher 371 00:25:50,024 --> 00:25:55,184 Host Track: : need areas of the practice as the main focus, the main change initiative? 372 00:25:56,004 --> 00:25:59,164 Host Track: : Is this a three-month process? Is this a six-month process? 373 00:25:59,304 --> 00:26:04,504 Host Track: : You know, setting expectations for the speed of change and implementation before 374 00:26:04,504 --> 00:26:06,584 Host Track: : we get into the other parts of execution. 375 00:26:07,204 --> 00:26:10,544 Guest Track:: Well, you can kind of take maybe two different approaches to this. 376 00:26:10,744 --> 00:26:15,684 Guest Track:: One approach says, before I implement anything, I'm going to do a complete scan 377 00:26:15,684 --> 00:26:17,884 Guest Track:: of my whole business to know all the broken pieces. 378 00:26:18,364 --> 00:26:22,824 Guest Track:: So I know what to prioritize. I know what's most important, what I need to focus 379 00:26:22,824 --> 00:26:28,404 Guest Track:: on first. So what that scan means is I'm going to get metrics tracking set up. 380 00:26:28,544 --> 00:26:31,084 Guest Track:: I'm going to get AI set up on the phones, for example. 381 00:26:31,244 --> 00:26:37,304 Guest Track:: I'm going to get everything I need so that I can actually build my CEO dashboard 382 00:26:37,304 --> 00:26:41,864 Guest Track:: or set of numbers so then I can see if I have any cancer anywhere. 383 00:26:42,464 --> 00:26:47,844 Guest Track:: That's one approach. Let's scan the whole thing first and come up with a big strategic plan. 384 00:26:48,304 --> 00:26:51,544 Guest Track:: And then we're just going to do one thing at a time. We're going to fix one 385 00:26:51,544 --> 00:26:54,564 Guest Track:: little spot at a time. That's one healthy approach. 386 00:26:55,184 --> 00:26:59,924 Guest Track:: Another approach says, you know, I already have a problem. I already know I have a cancer over here. 387 00:27:00,084 --> 00:27:03,064 Guest Track:: I don't want to go through the time and the trouble to scan everything and to 388 00:27:03,064 --> 00:27:06,064 Guest Track:: understand everything and to come up with one big strategic plan. 389 00:27:06,244 --> 00:27:07,664 Guest Track:: I'd rather play whack-a-mole. 390 00:27:08,064 --> 00:27:10,184 Guest Track:: I'd rather just, I know I got cancer here. 391 00:27:10,744 --> 00:27:14,384 Guest Track:: I don't need to know should it be the most important thing we address or not 392 00:27:14,384 --> 00:27:18,044 Guest Track:: because it just pisses me off and I'm just going to want it fixed right now 393 00:27:18,044 --> 00:27:21,344 Guest Track:: because I heard them answer that phone that way and I need it fixed so we're 394 00:27:21,344 --> 00:27:24,064 Guest Track:: just going to fix that so in that case we're going to run AI, 395 00:27:24,544 --> 00:27:28,064 Guest Track:: just to know how bad is that cancer over there and then we're just going to fix that thing, 396 00:27:28,646 --> 00:27:33,706 Guest Track:: So I, as a coach, of course, try to do the first one. 397 00:27:33,946 --> 00:27:38,506 Guest Track:: Let's scan the whole practice. Let's find all the moments of cancer and let's 398 00:27:38,506 --> 00:27:39,986 Guest Track:: come up with a big strategic plan. 399 00:27:40,106 --> 00:27:47,406 Guest Track:: But then when we prioritize the plan, sometimes the emotional pain points might 400 00:27:47,406 --> 00:27:52,526 Guest Track:: make their way up to the top, even if they're not technically as important as something else. 401 00:27:52,786 --> 00:27:55,926 Guest Track:: If it's an emotional pain point, sometimes we need to get that out of the way. 402 00:27:56,546 --> 00:28:01,226 Guest Track:: So I see that as the best thing. Now, to answer your question more specifically 403 00:28:01,226 --> 00:28:05,046 Guest Track:: about phones, what does it take to get AI? 404 00:28:05,886 --> 00:28:09,186 Guest Track:: Realistically, you're talking about a couple of weeks to get the company on 405 00:28:09,186 --> 00:28:12,426 Guest Track:: the phone, to hire them, to sign the contracts, to integrate with your phone 406 00:28:12,426 --> 00:28:16,006 Guest Track:: system and solve any riddles that there are on the technology. 407 00:28:16,286 --> 00:28:19,886 Guest Track:: And then you're going to need maybe about another couple of weeks to a month 408 00:28:19,886 --> 00:28:23,586 Guest Track:: of data to know, okay, how big of an issue do you have? 409 00:28:24,306 --> 00:28:27,446 Guest Track:: So maybe we call that a month or a month and a half. 410 00:28:27,826 --> 00:28:31,206 Guest Track:: And now we know we have cancer. All right. Now, what does it take to fix the 411 00:28:31,206 --> 00:28:34,186 Guest Track:: cancer on hiring a virtual assistant company? 412 00:28:34,486 --> 00:28:38,566 Guest Track:: That's going to take another two to four weeks of onboarding and, 413 00:28:38,566 --> 00:28:40,686 Guest Track:: you know, interviewing and training. 414 00:28:41,146 --> 00:28:45,246 Guest Track:: So now we're maybe in it two, two and a half months. And then it's going to 415 00:28:45,246 --> 00:28:49,686 Guest Track:: take another two to four weeks of micromanaged implementation and auditing to 416 00:28:49,686 --> 00:28:53,106 Guest Track:: make sure it sticks and make sure that most of the wrinkles are ironed out. 417 00:28:53,586 --> 00:29:00,786 Guest Track:: So it could really take a quarter from finding the cancer to completely eradicating it. 418 00:29:00,966 --> 00:29:04,226 Guest Track:: And it doesn't have to be the only thing you focus on. 419 00:29:04,426 --> 00:29:07,906 Guest Track:: You want to kind of start one thing at a time. 420 00:29:08,601 --> 00:29:14,141 Guest Track:: But I would be totally fine with starting this in January, and it takes three 421 00:29:14,141 --> 00:29:17,021 Guest Track:: months to complete, but starting something else in February. 422 00:29:17,501 --> 00:29:21,821 Guest Track:: And because we can manage the implementation more than one thing at a time, 423 00:29:22,121 --> 00:29:29,941 Guest Track:: but starting one at a time makes the heaviest weight of it happen separately from the other stuff. 424 00:29:30,201 --> 00:29:32,261 Guest Track:: Well, phases it out, staggers it. 425 00:29:32,381 --> 00:29:37,501 Host Track: : And the creating of the plan, and here are the steps, and then the executing 426 00:29:37,501 --> 00:29:40,741 Host Track: : of that plan and reinforcing and then eventually auditing. 427 00:29:40,781 --> 00:29:45,941 Host Track: : I really appreciate you walking through that because I think sometimes people 428 00:29:45,941 --> 00:29:48,821 Host Track: : can hear all this information in a podcast, but seeing that, 429 00:29:49,481 --> 00:29:54,701 Host Track: : followed through, here's some expectations, here is an example of what this 430 00:29:54,701 --> 00:29:58,961 Host Track: : would look like, means that someone's like, okay, I can now fit that in my brain 431 00:29:58,961 --> 00:30:00,941 Host Track: : into the practice and what that would look like. 432 00:30:01,241 --> 00:30:05,401 Host Track: : And now it's a matter of executing. So... 433 00:30:05,401 --> 00:30:07,421 Guest Track:: Yeah, the problem is who's executing? 434 00:30:07,621 --> 00:30:07,821 Host Track: : Yes. 435 00:30:08,141 --> 00:30:11,961 Guest Track:: It's this dentist owner that's like burnout in part from their career. 436 00:30:12,221 --> 00:30:14,801 Guest Track:: They're also burnout at the micro level from the day. 437 00:30:15,181 --> 00:30:19,941 Guest Track:: They're struggling with emotional issues and conflicts in the practice with 438 00:30:19,941 --> 00:30:22,441 Guest Track:: staff, with patients, with themselves, with their spouse. 439 00:30:22,921 --> 00:30:27,561 Guest Track:: They're struggling with maybe health issues sometimes, financial issues sometimes. 440 00:30:28,041 --> 00:30:31,661 Guest Track:: And their solution to all of this has been to just try to put their head down, 441 00:30:31,661 --> 00:30:36,401 Guest Track:: squeeze more people in and get through the day and go binge on something to 442 00:30:36,401 --> 00:30:41,681 Guest Track:: like overcome this feeling only to see it all happen again the next day. 443 00:30:42,101 --> 00:30:48,281 Guest Track:: So while having a podcast and talking about it is definitely a cool thing to 444 00:30:48,281 --> 00:30:53,881 Guest Track:: do and it's educational, for a lot of people it's merely theoretical until they're 445 00:30:53,881 --> 00:30:55,401 Guest Track:: able to break their own cycle. 446 00:30:56,043 --> 00:31:02,943 Guest Track:: And a lot of people to break it, they need a personal trainer of dentistry to help them, 447 00:31:03,523 --> 00:31:09,383 Guest Track:: see the path and to help them get pushed up that path to kind of break these 448 00:31:09,383 --> 00:31:15,423 Guest Track:: cycles and to really have the support they need to put in this kind of new way, 449 00:31:15,583 --> 00:31:18,843 Guest Track:: this new chapter of their practice, their new chapter of their career. 450 00:31:19,203 --> 00:31:23,263 Guest Track:: Now, some people, they wake up at 4.30 in the morning to work out and they're 451 00:31:23,263 --> 00:31:27,763 Guest Track:: on a meal plan and they listen to self-help podcasts and they're a leader in 452 00:31:27,763 --> 00:31:32,043 Guest Track:: their church and everyone looks at them like their life is buttoned up and they 453 00:31:32,043 --> 00:31:33,943 Guest Track:: may not need someone coaching them. 454 00:31:34,203 --> 00:31:39,543 Guest Track:: I would say that's a phase they're in. I think a lot of us go through phases 455 00:31:39,543 --> 00:31:42,663 Guest Track:: where we are buttoned up and then we might come unbuttoned. 456 00:31:42,823 --> 00:31:49,743 Guest Track:: But even the person that's buttoned up, even that Olympic quality athlete has their own coach. 457 00:31:50,323 --> 00:31:56,123 Guest Track:: So, you know, I think that it's part of the formula that's been missing in decades past. 458 00:31:56,403 --> 00:32:00,163 Guest Track:: In decades past, you didn't have coaches, you had kind of cookie cutter consultants 459 00:32:00,163 --> 00:32:03,003 Guest Track:: with cookie cutter manuals to do cookie cutter things. 460 00:32:03,263 --> 00:32:09,723 Guest Track:: I think we're in the era now where we really understand that there's this emotional, 461 00:32:09,863 --> 00:32:17,043 Guest Track:: this mental component to becoming a highly effective CEO that goes beyond the 462 00:32:17,043 --> 00:32:21,003 Guest Track:: mechanics of operations and financials and team management, 463 00:32:21,243 --> 00:32:27,483 Guest Track:: but it also gets into the mindset and the habits of the actual person, the actual CEO, 464 00:32:27,783 --> 00:32:33,803 Guest Track:: and they need support and help if they intend to achieve the highest level in 465 00:32:33,803 --> 00:32:34,803 Guest Track:: the fastest amount of time. 466 00:32:35,488 --> 00:32:40,188 Host Track: : I couldn't agree more. And I laughed when you said that might be a phase because 467 00:32:40,188 --> 00:32:44,528 Host Track: : that is for me, it's that was definitely a phase. 468 00:32:44,748 --> 00:32:46,908 Host Track: : And then there was a phase where everything came unbuttoned. 469 00:32:46,988 --> 00:32:52,028 Host Track: : And now I'm back in the, you know, up at 415 and super excited about all these 470 00:32:52,028 --> 00:32:55,688 Host Track: : things, have all these systems implemented and have a lot of momentum. 471 00:32:55,928 --> 00:33:00,428 Host Track: : And, you know, I just paid for 20K of coaching with two different programs in 472 00:33:00,428 --> 00:33:03,128 Host Track: : the last three weeks because I value that. 473 00:33:03,268 --> 00:33:09,028 Host Track: : And, And I, you know, none of it's dentistry related and all of it's very high impact and high value. 474 00:33:09,228 --> 00:33:14,308 Host Track: : So, you know, we love having our coaches that end up serving a lot of roles 475 00:33:14,308 --> 00:33:17,868 Host Track: : in terms of execution. But also, you know, they tell me they're like, 476 00:33:18,008 --> 00:33:19,508 Host Track: : sometimes we're a counselor. 477 00:33:19,688 --> 00:33:22,728 Host Track: : Sometimes we're emotional support. Sometimes we're digging into other things 478 00:33:22,728 --> 00:33:23,768 Host Track: : that are getting in the way. 479 00:33:24,368 --> 00:33:29,068 Host Track: : And that's part of the fun of being involved in helping a dentist grow a practice 480 00:33:29,068 --> 00:33:33,268 Host Track: : is there's a lot to work through. There's a lot to process, and there's a lot 481 00:33:33,268 --> 00:33:35,608 Host Track: : of support needed on different levels. 482 00:33:36,048 --> 00:33:39,248 Host Track: : And it's not just, like you said, implementation and execution. 483 00:33:39,748 --> 00:33:44,868 Guest Track:: That's right. You know, I think when I lecture, it's a massive amount of content, 484 00:33:44,868 --> 00:33:49,608 Guest Track:: of information delivery, of understanding how to see the disease and understanding 485 00:33:49,608 --> 00:33:50,828 Guest Track:: exactly what you need to do to fix it. 486 00:33:51,208 --> 00:33:56,428 Guest Track:: When I coach, I'm doing less of that because I've already taught them how to do it. 487 00:33:56,588 --> 00:34:00,728 Guest Track:: When I coach people one-on-one, and these are sometimes super entrepreneurial 488 00:34:00,728 --> 00:34:03,448 Guest Track:: people, but sometimes they're like right out of school and they just need to 489 00:34:03,448 --> 00:34:07,188 Guest Track:: make a million dollars take home pay as soon as possible to pay down their debt, right? 490 00:34:07,548 --> 00:34:13,168 Guest Track:: I'm coaching a whole lot more on like, hey, we got stuff to do next month. Let's stay on track. 491 00:34:13,548 --> 00:34:16,708 Guest Track:: Let's talk through the problems and the hiccups that are holding you back from that. 492 00:34:16,848 --> 00:34:21,688 Guest Track:: Like it becomes a lot more about the implementation side of change. 493 00:34:21,988 --> 00:34:26,808 Guest Track:: So these events in my life, at least, are more about like identifying the need 494 00:34:26,808 --> 00:34:28,948 Guest Track:: to change and teaching what to do, 495 00:34:29,522 --> 00:34:34,942 Guest Track:: The coaching is about actually getting it done. And I'm highly fulfilled in 496 00:34:34,942 --> 00:34:37,382 Guest Track:: my career doing those things for people. 497 00:34:37,902 --> 00:34:44,742 Guest Track:: And unfortunately for me, I have learned these things, the cliche, 498 00:34:45,022 --> 00:34:49,382 Guest Track:: the hard way, on the streets with the scars and the blood and the sweat and the tears. 499 00:34:49,922 --> 00:34:57,142 Guest Track:: And luckily, I think for me, the way my brain thinks in these outlines and the fact I've. 500 00:34:59,522 --> 00:35:06,182 Guest Track:: Kind of been open-minded with change. It's allowed me to help other people achieve 501 00:35:06,182 --> 00:35:10,582 Guest Track:: higher levels than I did when I was kind of in their position, 502 00:35:10,742 --> 00:35:12,182 Guest Track:: much higher levels than I did. 503 00:35:12,342 --> 00:35:14,362 Guest Track:: And that's actually a really weird feeling. 504 00:35:14,642 --> 00:35:19,662 Guest Track:: Sometimes my wife will talk about it. She's like, man, these people are doing better than you did. 505 00:35:20,242 --> 00:35:23,902 Guest Track:: And it's kind of a weird thing because I'm the teacher. I'm supposed to be the 506 00:35:23,902 --> 00:35:25,042 Guest Track:: one that achieved, right? 507 00:35:25,282 --> 00:35:29,242 Guest Track:: The reality was, I was in the front, I got all the arrows. 508 00:35:30,062 --> 00:35:34,542 Guest Track:: And I can now tell them, you know, how to get through that in a healthier way. 509 00:35:34,762 --> 00:35:36,582 Guest Track:: And it is super fulfilling for me. 510 00:35:37,062 --> 00:35:40,662 Host Track: : My wife made a comment to me earlier today about exactly that thing. 511 00:35:40,862 --> 00:35:46,002 Host Track: : And it still comes up. So this has been a phenomenal deep dive. 512 00:35:46,142 --> 00:35:51,002 Host Track: : Thank you for indulging me on what this looks like implemented. 513 00:35:51,382 --> 00:35:53,922 Host Track: : Before we move on to these other pillars. 514 00:35:54,742 --> 00:35:59,062 Host Track: : And in these next episodes, we're going to be discussing the next two pillars 515 00:35:59,062 --> 00:36:04,162 Host Track: : of managing finances, as well as managing people, which is more of the rubber 516 00:36:04,162 --> 00:36:07,322 Host Track: : meets the road, especially on the people end than the auditing and all of that. 517 00:36:07,502 --> 00:36:12,462 Host Track: : So anything to wrap us up before we move on to this discussion of managing finances? 518 00:36:13,122 --> 00:36:17,162 Guest Track:: You know, if you're listening to this, and if any of this is speaking to you, 519 00:36:17,362 --> 00:36:23,602 Guest Track:: it's probably a sign that you are ready to like become the next version of yourself. 520 00:36:23,922 --> 00:36:28,082 Guest Track:: If any of this is speaking to you, it's either speaking to you from an area 521 00:36:28,082 --> 00:36:32,842 Guest Track:: of pain where you got pain points that probably need to be corrected, 522 00:36:32,842 --> 00:36:35,942 Guest Track:: or it's speaking to you from an area of almost inspiration. 523 00:36:36,362 --> 00:36:40,722 Guest Track:: You want to live a certain way. Maybe you're not under attack and in pain. 524 00:36:41,122 --> 00:36:45,782 Guest Track:: If any of those are happening, take advantage of that feeling of this moment, 525 00:36:46,142 --> 00:36:49,762 Guest Track:: of this kind of experience, and say, you know what? 526 00:36:50,382 --> 00:36:52,702 Guest Track:: Today's the day one of the next face. 527 00:36:53,382 --> 00:37:01,002 Guest Track:: Now, let me kind of throw away some of my procrastination and excuses on what I want in my life. 528 00:37:01,182 --> 00:37:06,502 Guest Track:: And let's use this moment as the universe telling me, you know, you're probably ready. 529 00:37:06,722 --> 00:37:10,342 Guest Track:: You may not feel completely prepared, but you're probably ready to like take 530 00:37:10,342 --> 00:37:11,642 Guest Track:: a new step in a different direction. 531 00:37:11,882 --> 00:37:16,982 Host Track: : I love it. That's an amazing invitation for action, which is what people need. 532 00:37:17,142 --> 00:37:21,182 Host Track: : Don't just listen to 40 podcasts. Let's do something about it. So thank you, Scott. 533 00:37:21,382 --> 00:37:24,382 Host Track: : Thank you for today's episode. I really appreciate having you on. 534 00:37:25,042 --> 00:37:26,682 Guest Track:: Awesome. Thank you. Till next time. 535 00:37:26,802 --> 00:37:28,902 Host Track: : We'll talk to you next time on the Shared Practices podcast.