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Maximizing New Patient Opportunities with LeadSigma · Hey Docs!

• 0:05
  Speaker 1: Welcome to the Haydocks podcast with your host Jill Allen.
• 0:09
  Speaker 1: Today I am joined by Scott Hansen, founder and CEO
• 0:13
  Speaker 1: of lead Sigma. Scott works with orthodonic practices to help
• 0:17
  Speaker 1: them improve lead management, patient communication, and conversions through automation
• 0:22
  Speaker 1: and AI driven systems. As practices continue to navigate staffing
• 0:27
  Speaker 1: challenges and increasing patient expectations, missed calls and inconsistent follow
• 0:33
  Speaker 1: up can quietly impact growth. In this episode, we're talking
• 0:37
  Speaker 1: about how AI is being used in practices today, where
• 0:41
  Speaker 1: it creates real value, and why even the best technology
• 0:45
  Speaker 1: still depends on strong systems underneath it. So let's take
• 0:49
  Speaker 1: a look and now a word from the sponsors who
• 0:52
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• 0:58
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• 1:02
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• 1:06
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• 1:10
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• 1:13
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• 1:17
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• 1:20
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• 1:25
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• 1:28
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• 1:31
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• 1:43
  Speaker 1: Are you thinking about opening an orthodonic practice. I know
• 1:46
  Speaker 1: it's a big decision, but saving twenty five percent on
• 1:50
  Speaker 1: the Adeck equipment you need to get started, that's an
• 1:53
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• 1:57
  Speaker 1: Start designed to help you launch your free practice. You
• 2:01
  Speaker 1: get up to twenty five percent off your Adeck orthodonic
• 2:05
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• 2:09
  Speaker 1: you run and grow your business, and my favorite part,
• 2:13
  Speaker 1: access to the smart Start pricing for two whole years
• 2:16
  Speaker 1: after you open your doors. That gives you flexibility to
• 2:20
  Speaker 1: add more chairs as your cash flow grows. It's pretty smart.
• 2:25
  Speaker 1: As an orthodonist, you care about getting all the little
• 2:28
  Speaker 1: details right and Adck really got it right with this program.
• 2:32
  Speaker 1: So starting off with the big savings on Adeck equipment
• 2:36
  Speaker 1: sounds good to you. The AdEx Smart Start is definitely
• 2:40
  Speaker 1: worth a closer look. Just follow the link in the
• 2:42
  Speaker 1: show notes to learn more. Scott, I am so excited
• 2:51
  Speaker 1: to have you here on Haydocks again. Thanks for being
• 2:54
  Speaker 1: here today.
• 2:55
  Speaker 2: It is my pleasure. I'm honored.
• 2:58
  Speaker 1: Well, I always love having you on because I know
• 3:00
  Speaker 1: you and I are always going to have some really
• 3:02
  Speaker 1: great conversations and we have plenty to talk about to
• 3:06
  Speaker 1: fill up the time. So in the event that somebody
• 3:09
  Speaker 1: has not met you yet does not know who you are,
• 3:13
  Speaker 1: would you mind just sharing a little bit of background
• 3:16
  Speaker 1: on what got you into our orthodonic field and what
• 3:20
  Speaker 1: led you to creating Lead Sigma.
• 3:23
  Speaker 2: Yeah. Absolutely. First of all, thank you so much for
• 3:25
  Speaker 2: having me. It's so cool to be able to talk
• 3:27
  Speaker 2: to like people that I look up to, looked up
• 3:30
  Speaker 2: to read about and benefited our practice when I was
• 3:35
  Speaker 2: managing it. So yeah, I started my career managing my
• 3:38
  Speaker 2: folks orthodonic practice in the Kansas City area and the
• 3:42
  Speaker 2: practice was flat for about ten years, and when I
• 3:45
  Speaker 2: started over the subsequent three years, we tripled the size
• 3:48
  Speaker 2: of it and we were one of the early acquisitions
• 3:50
  Speaker 2: for Smile Doctors. And that's kind of led me from
• 3:54
  Speaker 2: one thing into another to today as the founder of
• 3:57
  Speaker 2: Lead Sigma. And I'm more than happy to dive into
• 4:01
  Speaker 2: that more detailed story. But I have had just a
• 4:03
  Speaker 2: lot of wild and cool experiences then yes, yeah.
• 4:07
  Speaker 1: Yeah, absolutely, And I think that's what's so great about
• 4:11
  Speaker 1: Lead Sigma and working with you is you're putting your
• 4:15
  Speaker 1: money where your mouth is. You know, in regard to
• 4:17
  Speaker 1: you have been in an orthodonic practice. The practices that
• 4:21
  Speaker 1: you are brought to the forefront with the company are
• 4:24
  Speaker 1: real life problems that you encountered and had to deal
• 4:28
  Speaker 1: with and said, hey, I think there's a solution out
• 4:30
  Speaker 1: there for this. So I want to dive right in
• 4:33
  Speaker 1: and talk a little bit about one of the major
• 4:36
  Speaker 1: areas that I think is a big pain point in
• 4:39
  Speaker 1: our offices and especially now. I mean I think missed
• 4:43
  Speaker 1: and new patients have always been an issue, but I
• 4:46
  Speaker 1: think there's even more emphasis on it right now because
• 4:49
  Speaker 1: when we look at how much money is put into
• 4:53
  Speaker 1: advertisement and just how accessible patients now have to information
• 5:00
  Speaker 1: and to trying to reach out and get a hold
• 5:02
  Speaker 1: of our practices. And I'm wondering if you can talk
• 5:05
  Speaker 1: about what you guys are seeing on that new patient
• 5:10
  Speaker 1: missed call forefront and or interaction and that regard and
• 5:15
  Speaker 1: really what the data or the points that are important
• 5:19
  Speaker 1: to talk about on what that has in regard to
• 5:22
  Speaker 1: the growth of an orthodonic practice.
• 5:25
  Speaker 2: Yeah, absolutely, yeah, I think it's a really important consideration
• 5:29
  Speaker 2: and it has been an important consideration for a long
• 5:31
  Speaker 2: time when I was managing the practice now twenty years
• 5:34
  Speaker 2: before I manage the practice. And you mentioned like the
• 5:37
  Speaker 2: investment in marketing or just like ads and other stuff.
• 5:40
  Speaker 2: I think what gets missed and why maybe people don't
• 5:44
  Speaker 2: typically focus on it as much as they should, is
• 5:47
  Speaker 2: they forget about all the other stuff that they did
• 5:49
  Speaker 2: to drive those leads. It's like you think about the
• 5:53
  Speaker 2: sleepless nights of organizing your first hygiene event, yes, organizing
• 5:59
  Speaker 2: the lunch and learn with dentists, going to do health
• 6:04
  Speaker 2: day presentations at the schools, and like I imagine for
• 6:07
  Speaker 2: a lot of your clients and probably just about everyone listening,
• 6:11
  Speaker 2: they were the people doing that at least maybe now,
• 6:13
  Speaker 2: but at least to start. And so there's so much
• 6:17
  Speaker 2: energy that goes into getting a single patient to say, hey,
• 6:22
  Speaker 2: I want to get some treatment, and the fact that
• 6:24
  Speaker 2: we have put all this focus on the marketing, and
• 6:27
  Speaker 2: then we have all this focus on case acceptance or
• 6:29
  Speaker 2: what happens when they show up to the exam. It's
• 6:32
  Speaker 2: like there's a number of steps between those two things.
• 6:36
  Speaker 2: If they didn't book online, we have to schedule them,
• 6:39
  Speaker 2: we have to get them to show up. All of
• 6:41
  Speaker 2: that stuff works together to get a signed contract, which
• 6:44
  Speaker 2: is the goal. But with Lead Sigma, basically what we
• 6:48
  Speaker 2: started with, we have a what we internally call a
• 6:53
  Speaker 2: sales CRM. It's an automation engine that ingests new patient
• 6:57
  Speaker 2: leads and helps practices fallow up on those leads. We
• 7:01
  Speaker 2: help them be super fast, use all the communication channels,
• 7:04
  Speaker 2: and do it over the long term, and it's the
• 7:06
  Speaker 2: easiest way that you can manage leads in an orthodonic practice.
• 7:10
  Speaker 2: We've had the great fortune of serving many of the
• 7:14
  Speaker 2: fastest growing practices in the country. We serve smile doctors.
• 7:18
  Speaker 2: We serve about five hundred of their locations and some
• 7:21
  Speaker 2: of our largest customers. A couple of years ago said, hey,
• 7:24
  Speaker 2: we're using these call tracking solutions because typically the enterprises
• 7:27
  Speaker 2: are pretty dialed in terms of the data that they're collecting.
• 7:30
  Speaker 2: Would you mind to build it for us so that
• 7:32
  Speaker 2: we can have not only the digital leads coming into
• 7:35
  Speaker 2: lead Sigma, but also the calls coming into Lead Sigma.
• 7:37
  Speaker 2: We can track everything and as soon as we built
• 7:40
  Speaker 2: that for those customers and started offering it to other clients.
• 7:44
  Speaker 2: We very quickly realized that more than one out of
• 7:47
  Speaker 2: four new patient calls is missed and that just like
• 7:52
  Speaker 2: I was my mind, I mean, I knew that there
• 7:54
  Speaker 2: was a problem. I've been speaking about it for a decade,
• 7:56
  Speaker 2: but that is just mind blowing. And so we think
• 7:59
  Speaker 2: of a hypical size practice, that's four hundred thousand dollars,
• 8:03
  Speaker 2: five hundred thousand dollars of missed opportunity just by not
• 8:07
  Speaker 2: picking up the phone. And so I still have a
• 8:10
  Speaker 2: high degree of conviction that if you do anything to
• 8:13
  Speaker 2: grow your practice, like follow up on your pending obs
• 8:17
  Speaker 2: and recall and answer the phone, like you can really
• 8:19
  Speaker 2: create a lot of practice growth if you nail those
• 8:21
  Speaker 2: two things right right.
• 8:23
  Speaker 1: Well, And I really could not agree with you more
• 8:25
  Speaker 1: and taking that look at the past to where we
• 8:28
  Speaker 1: are at the present, you know, I completely agree that
• 8:32
  Speaker 1: for so long we have to your point, just focused
• 8:36
  Speaker 1: on I really think that patients in the door to
• 8:39
  Speaker 1: conversion into a start and missed that opportunity that contact
• 8:45
  Speaker 1: component to actually showing up. And I can remember in
• 8:49
  Speaker 1: practices where you'd look at all of those patients that
• 8:52
  Speaker 1: scheduled and never showed up. We were never tracking the
• 8:55
  Speaker 1: patients that reached out and just never even got to
• 8:58
  Speaker 1: an appointment. And so you know, to think about just
• 9:03
  Speaker 1: lost revenue right there. And just to emphasize your point
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  Speaker 1: about if we can capture the patient from any type
• 9:12
  Speaker 1: of contact point into our practice, whether it is the
• 9:15
  Speaker 1: phone call, whether it is an inquiry online, or them
• 9:19
  Speaker 1: being able to directly schedule in I think you are
• 9:23
  Speaker 1: so right that even if it's one in four for
• 9:26
  Speaker 1: every one and four that we miss, just really sitting
• 9:29
  Speaker 1: under the weight of how much money our practices could
• 9:32
  Speaker 1: be losing just by not being able to manage that call.
• 9:34
  Speaker 1: And I think about how much more that's even magnified
• 9:38
  Speaker 1: with a startup practice. And when you think about we
• 9:42
  Speaker 1: are building a practice call by call by call, and
• 9:45
  Speaker 1: for every new patient call that's missed, that maybe outside
• 9:49
  Speaker 1: of our working hours, that maybe oh nobody's going to
• 9:52
  Speaker 1: call on the weekends, or I just don't have the
• 9:55
  Speaker 1: money to put a team member in the office on
• 9:57
  Speaker 1: this day. I mean, it really could make the difference
• 9:59
  Speaker 1: of whether we hit that initial goal that we have
• 10:02
  Speaker 1: in our first year or maybe not hitting that goal.
• 10:06
  Speaker 1: So I'm wondering if you can dive into a little
• 10:09
  Speaker 1: bit because I think you guys take a really great
• 10:11
  Speaker 1: approach where you're really leaning into AI and powering the
• 10:16
  Speaker 1: systems and lead Sigma through AI, and I'm wondering if
• 10:20
  Speaker 1: you can talk about that and what it does for
• 10:23
  Speaker 1: us to have our phones and our systems managed twenty
• 10:28
  Speaker 1: four to seven and what you guys are seeing from
• 10:31
  Speaker 1: your data as far as practice success when they have
• 10:34
  Speaker 1: that support.
• 10:36
  Speaker 2: Yeah. Absolutely. We initially started working on our Copilot AI product,
• 10:41
  Speaker 2: which is a generative AI receptionist that answers missed calls
• 10:46
  Speaker 2: or new patient calls that were otherwise missed and has
• 10:48
  Speaker 2: a dynamic conversation with the patient and books them for
• 10:51
  Speaker 2: an appointment, and in most cases it books it directly
• 10:53
  Speaker 2: in the practice management software, so we have integrations with
• 10:56
  Speaker 2: the majority of the softwarees. The reason why we built
• 10:59
  Speaker 2: it it was because we saw the stats from our
• 11:02
  Speaker 2: clients missing calls and we're like, Okay, that's a lot
• 11:06
  Speaker 2: of potential opportunity. And I think it was just like
• 11:10
  Speaker 2: right time, right place. This was like right at the
• 11:12
  Speaker 2: beginning where people were starting to hear more about AI,
• 11:16
  Speaker 2: and fortunately I have a very talented technical team, and
• 11:18
  Speaker 2: so they're like, we think we can do this. So
• 11:21
  Speaker 2: just to give you an idea of the results of that,
• 11:24
  Speaker 2: we launched with Southern Orthodonic Partners in July of twenty
• 11:29
  Speaker 2: twenty four, and for the fifteen locations that we launched with,
• 11:34
  Speaker 2: we had a unique setup in this sense that we
• 11:36
  Speaker 2: were not answering all the miss new patient calls. They
• 11:39
  Speaker 2: were not confident enough, you know, in this brand new thing,
• 11:42
  Speaker 2: So we were only answering the calls that came in
• 11:45
  Speaker 2: via digital ads that were missed. And still in that case,
• 11:50
  Speaker 2: we averaged two hundred and fifty three thousand dollars of
• 11:53
  Speaker 2: production scheduled through Copilot annually since we launched. And so
• 11:59
  Speaker 2: the results are in credible and it makes sense too,
• 12:02
  Speaker 2: like patients are calling, they are calling to get an
• 12:05
  Speaker 2: appointment scheduled, and we help them do it, like we're
• 12:09
  Speaker 2: not having to have them jump through more hoops. Yeah,
• 12:11
  Speaker 2: leave a message, get called back. I mean, our data
• 12:14
  Speaker 2: shows that the majority of new patients who call, when
• 12:17
  Speaker 2: they hit the voicemail, they hang up without leaving their information.
• 12:20
  Speaker 2: And almost all the practices that we start to serve
• 12:24
  Speaker 2: they don't even track that they don't even know to
• 12:27
  Speaker 2: call those people back. And I think that's a huge
• 12:29
  Speaker 2: advantage of being a startup, is like you can be
• 12:32
  Speaker 2: really in those numbers, Like it's pretty easy to see
• 12:35
  Speaker 2: two or three missed calls and call them back.
• 12:37
  Speaker 1: Yep.
• 12:38
  Speaker 2: It starts get lost in the sauce as the practice grows,
• 12:41
  Speaker 2: and so taking advantage of that while you can keep
• 12:45
  Speaker 2: control yourself of all those metrics is important.
• 12:49
  Speaker 1: Yeah. I think that it's such a good point that
• 12:52
  Speaker 1: you bring up that the devil is in the details,
• 12:55
  Speaker 1: and it is easier in a startup. We can look
• 12:57
  Speaker 1: at our voiceover IP system and be like, oh, this
• 13:00
  Speaker 1: came in, I can call them right back. Where to
• 13:03
  Speaker 1: your point, the bigger the practice, the busier you are,
• 13:06
  Speaker 1: And I just think most people don't even think to
• 13:09
  Speaker 1: look at that. And I think, as there are still
• 13:12
  Speaker 1: some doctors that are not on voiceover IP systems, so
• 13:15
  Speaker 1: it's even harder to check those numbers or even be
• 13:19
  Speaker 1: aware that, oh my gosh, that is a total leaky
• 13:22
  Speaker 1: bucket that we haven't even thought about. So I want
• 13:26
  Speaker 1: you to talk a little bit about I've heard you
• 13:29
  Speaker 1: use this word patient attribution, but what does attribution mean
• 13:35
  Speaker 1: and how does that matter to us? When we're really
• 13:38
  Speaker 1: looking at how practices track their marketing and operational decisions.
• 13:44
  Speaker 2: Attribution is really important. It may be less important for
• 13:48
  Speaker 2: a smaller practice because at the very beginning, it's a
• 13:52
  Speaker 2: lot of just brute force, like you're just talking to
• 13:54
  Speaker 2: everyone you can the fact that one patient came from
• 13:58
  Speaker 2: a mom at a soccer field or whatever, that's not
• 14:00
  Speaker 2: that important. But the larger the practice gits, the more
• 14:04
  Speaker 2: the attribution is important because there more arms length or
• 14:07
  Speaker 2: third party investment you're making in buying signs and hiring
• 14:11
  Speaker 2: digital marketing agencies and all these things. We were really
• 14:15
  Speaker 2: surprised when we started lead Sigma that even the largest
• 14:19
  Speaker 2: practices in the world, once we started tracking their leads,
• 14:23
  Speaker 2: once they had leads, or once those leads converted into patients,
• 14:27
  Speaker 2: they didn't really know where that patient originated from. They
• 14:32
  Speaker 2: could tell what form got filled out or where they
• 14:34
  Speaker 2: did the online booking, but our clients couldn't tell if
• 14:39
  Speaker 2: they got a click from a Google ad, was it
• 14:42
  Speaker 2: a Facebook campaign, was it the sign at the soccer field,
• 14:46
  Speaker 2: was it a dental referral where they came into the process,
• 14:49
  Speaker 2: and what actually happened with it in the end. And
• 14:52
  Speaker 2: that really surprised me because I've never been really on
• 14:55
  Speaker 2: the marketing side. Has always been kind of in this
• 14:58
  Speaker 2: transition between marketing and operate. But we're talking, you know,
• 15:02
  Speaker 2: amongst our client base hundreds of millions of dollars of
• 15:06
  Speaker 2: marketing spend, and the best that could be done in
• 15:10
  Speaker 2: terms of attribution was, oh, you got this many clicks
• 15:14
  Speaker 2: or you got this many calls. And all of us
• 15:18
  Speaker 2: know that's not what any doctor wants to buy. They
• 15:22
  Speaker 2: want to buy money. They want to buy the patients
• 15:25
  Speaker 2: and butts and seats. And so we're like, Okay, we
• 15:28
  Speaker 2: think that we can solve this problem by taking all
• 15:31
  Speaker 2: the data we have on the front side and matching
• 15:33
  Speaker 2: it up with the appointment data and patient data. And
• 15:36
  Speaker 2: that's what we've built so that we can actually tell clients,
• 15:40
  Speaker 2: you got this many leads generated from this source, and
• 15:45
  Speaker 2: those leads turned into nothing or every single one of
• 15:49
  Speaker 2: those scheduled and appointment showed up to their appointment and
• 15:52
  Speaker 2: started treatment. And so we are helping clients see past
• 15:57
  Speaker 2: the vanity metrics and he led the real ROI for
• 16:02
  Speaker 2: their effort and for their spend. And that's just one
• 16:07
  Speaker 2: piece of the benefit. And that is a huge piece,
• 16:10
  Speaker 2: we're giving people insights into the data that they've never
• 16:13
  Speaker 2: had before. Yeah, and we're really excited about that. The
• 16:16
  Speaker 2: other thing that's really exciting about having that data is
• 16:18
  Speaker 2: you can say, Okay, the people who came from this
• 16:21
  Speaker 2: particular ad or this particular source that ended up as patients,
• 16:26
  Speaker 2: we want to see more of those people. So we
• 16:28
  Speaker 2: pass that data back to Google and Meta and TikTok
• 16:32
  Speaker 2: and the ad platforms so that we can train their
• 16:34
  Speaker 2: algorithms to target more people like the ones we want.
• 16:38
  Speaker 1: I just love this concept because I feel like what
• 16:41
  Speaker 1: it does is putting the power back into the doctor's hands,
• 16:48
  Speaker 1: where I feel like, for so long, many times our
• 16:53
  Speaker 1: doctors have just been fed the data from the marketing
• 16:57
  Speaker 1: companies or the groups or whoever they're working with, and
• 17:00
  Speaker 1: they don't really have much power to push back to necessarily.
• 17:04
  Speaker 1: And this is no shade on our marketing companies out there,
• 17:07
  Speaker 1: but I do think that there's something really wonderful about
• 17:13
  Speaker 1: arming yourself as a business owner with the data to
• 17:17
  Speaker 1: be able to go in and have really good conversations.
• 17:20
  Speaker 1: So when you're being told, oh, well you need to
• 17:23
  Speaker 1: spend another four thousand dollars, and you know, look at
• 17:26
  Speaker 1: all these great clicks that you're getting, but you had
• 17:29
  Speaker 1: calls although none of those actually came through, or whatnot.
• 17:33
  Speaker 1: To be able to have powerful metrics that as an
• 17:38
  Speaker 1: owner you can sit under and reflect on and review
• 17:42
  Speaker 1: and then come at it as like it's actually a
• 17:45
  Speaker 1: two sided discussion now with your marketing company or if
• 17:48
  Speaker 1: you're doing it yourself, the decisions that you're making, to
• 17:52
  Speaker 1: be able to say, I love the idea of thinking
• 17:56
  Speaker 1: that yes, being able to decipher out the information it
• 18:00
  Speaker 1: out and then say this works, this doesn't work. I
• 18:03
  Speaker 1: want to lean into this more and really dialing it
• 18:07
  Speaker 1: down versus just this really where I think we all
• 18:10
  Speaker 1: kind of live in this really top just kind of
• 18:12
  Speaker 1: throw money at it and hopefully two or three starts
• 18:16
  Speaker 1: will come out of the money that we're throwing at it.
• 18:19
  Speaker 2: Yeah. I mean, we're really fortunate to work with probably
• 18:22
  Speaker 2: the majority or all of the agencies in the space,
• 18:24
  Speaker 2: and we have some phenomenal relationships with great agencies. So
• 18:29
  Speaker 2: all of those agencies when I have discussions with them,
• 18:32
  Speaker 2: they all say, yeah, we would love this data because
• 18:35
  Speaker 2: in addition to the doctor or the buyer understanding what
• 18:39
  Speaker 2: they're buying, it puts us on the same team. Yes,
• 18:43
  Speaker 2: And for really good agencies, it helps them say, hey,
• 18:48
  Speaker 2: the performance that you have experienced is this, The performance
• 18:52
  Speaker 2: that you will likely experience is this, And now there's
• 18:55
  Speaker 2: a degree of accountability and like two yes, both the
• 18:58
  Speaker 2: doctor and the agency working to accomplish the same goal
• 19:02
  Speaker 2: as opposed to. We see this all the time, even
• 19:05
  Speaker 2: with great agencies. Oftentimes we see that the clients or
• 19:08
  Speaker 2: the orthodonic practices, they might be driving really good leads,
• 19:13
  Speaker 2: but they might be really dropping the ball in terms
• 19:15
  Speaker 2: of following up with those leads. Maybe their case acceptance
• 19:18
  Speaker 2: is really poor, like they need you to come into
• 19:21
  Speaker 2: the practice and fix all that stuff. And so what
• 19:24
  Speaker 2: happens is the marketing agency is doing a phenomenal job,
• 19:27
  Speaker 2: the practice is dropping the ball. The marketing agency says, hey,
• 19:30
  Speaker 2: we've got you a thousand calls, and the doctor's saying yeah,
• 19:33
  Speaker 2: but I don't see the results, and that doctor hops
• 19:35
  Speaker 2: from one agency to another, and that's frustrating for everybody.
• 19:40
  Speaker 2: It's frustrating for the great agencies, it's frustrating for the clients.
• 19:43
  Speaker 2: And so in addition to just showing the results from
• 19:47
  Speaker 2: the marketing, we're also showing them all the results for
• 19:50
  Speaker 2: the sales activity or this new patient follow up activity,
• 19:54
  Speaker 2: so that the whole picture is painted now for the
• 19:57
  Speaker 2: client and the agency can say we drove these thousand leads.
• 20:01
  Speaker 2: These thousand leads are really good because you'll notice on
• 20:03
  Speaker 2: these fifteen you followed up with them well and they
• 20:06
  Speaker 2: all started treatment, and these other ninety you didn't and
• 20:10
  Speaker 2: they didn't start treatment. So it's no longer a finger
• 20:14
  Speaker 2: pointing game. It's more like, hey, how can we work
• 20:16
  Speaker 2: together to accomplish this goal that we've set.
• 20:21
  Speaker 1: And now a word from the sponsors who make this
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• 21:12
  Speaker 1: Just what a wonderful thing to just really have that
• 21:15
  Speaker 1: fluidity of being able to have both sides, as you
• 21:19
  Speaker 1: just said, working together, because I just don't feel like
• 21:21
  Speaker 1: this is something that we've paid a lot of attention to.
• 21:25
  Speaker 1: And to your point, there can be a lot of
• 21:27
  Speaker 1: finger pointing one way or the other. And you know
• 21:30
  Speaker 1: me as a consultant, a lot of times all come
• 21:33
  Speaker 1: in and say whoa, whoa, before you go dump another
• 21:36
  Speaker 1: X amount of dollars in marketing, maybe we need to
• 21:39
  Speaker 1: just work on the system that if we're getting them
• 21:41
  Speaker 1: in there, or maybe you're just too busy and we
• 21:45
  Speaker 1: need to put a system in place that can still
• 21:48
  Speaker 1: follow up so that your team can focus on what
• 21:51
  Speaker 1: they need to focus on. And we've got the help
• 21:53
  Speaker 1: on both sides. The shoulder help on getting the patients
• 21:56
  Speaker 1: in and the follow up if we can't get them
• 21:58
  Speaker 1: to convert on the backs side just completes that cycle
• 22:02
  Speaker 1: in hopes of we're just taking every opportunity to make
• 22:06
  Speaker 1: the best out of getting that start and that patient
• 22:08
  Speaker 1: saying yes to treatment.
• 22:10
  Speaker 2: Yeah, one of the things that we think about is
• 22:12
  Speaker 2: we want to turn marketing from like an expense line
• 22:17
  Speaker 2: item to like a measurable investment with a feedback loop.
• 22:22
  Speaker 1: I'd love that say that again with the feedback that's
• 22:24
  Speaker 1: so good. Yeah.
• 22:25
  Speaker 2: I mean when we think of great business processes, they
• 22:29
  Speaker 2: have a feedback loop, like we know if we're doing
• 22:33
  Speaker 2: a good job or a bad job, like in the
• 22:34
  Speaker 2: case of marketing, like we want to be able to
• 22:36
  Speaker 2: know we invest this much, we do these kinds of activities,
• 22:40
  Speaker 2: we get this kind of return, and if we have
• 22:43
  Speaker 2: really good data, we can actually turn that into a
• 22:45
  Speaker 2: measurable process to say, okay, we changed this, how are
• 22:48
  Speaker 2: the results affected? For most practices today, probably ninety eight
• 22:53
  Speaker 2: percent of practice today, we know a lot of the
• 22:56
  Speaker 2: things to do, and so many of the fastest growing
• 22:58
  Speaker 2: practices like they're doing those things regardless of what the
• 23:01
  Speaker 2: metrics say, like they're not super concerned about every little metric.
• 23:06
  Speaker 2: But even like you look at a practice like big
• 23:09
  Speaker 2: practices that have a three percent missed call rate, that
• 23:14
  Speaker 2: was three percent for a really big practice is a
• 23:17
  Speaker 2: million dollars a year cute? You know? Yeah, Yeah, I
• 23:21
  Speaker 2: think marketing turning into an investment with a feedback loop
• 23:25
  Speaker 2: is something that we're really focused on.
• 23:28
  Speaker 1: It's just fun to see again how we can use
• 23:31
  Speaker 1: technology and moving our profession forward, even something like this
• 23:37
  Speaker 1: where I do believe other industries have paid attention to
• 23:40
  Speaker 1: this for probably longer than our industry has, and we're
• 23:44
  Speaker 1: maybe a little slower on the uptake for this. But
• 23:47
  Speaker 1: that's why I really appreciate Scott what you have done
• 23:50
  Speaker 1: with lead Sigma, and I think you've done an excellent
• 23:53
  Speaker 1: job at capturing this and helping doctors and practices be
• 23:58
  Speaker 1: aware of this leaky bucket. I think that we really
• 24:02
  Speaker 1: have and it's a huge one. And to your point,
• 24:04
  Speaker 1: the bigger the practice, the bigger that leak is. You
• 24:07
  Speaker 1: look at and go, oh, that's three percent. Three percent
• 24:09
  Speaker 1: is a lot, and even three percent in a small practice,
• 24:13
  Speaker 1: if you only have twenty new patients a month, it's
• 24:16
  Speaker 1: as big of a deal because you're not going to
• 24:19
  Speaker 1: hit the numbers that you want. So let's switch gears
• 24:22
  Speaker 1: a little bit. I know we talked a little bit
• 24:24
  Speaker 1: about AI earlier, but this, of course is the hot topic,
• 24:28
  Speaker 1: the hot conversation piece. I want you to talk to
• 24:31
  Speaker 1: us a little bit about how lead Sigma is using
• 24:34
  Speaker 1: AI within your own company, because I think every business owner.
• 24:39
  Speaker 1: I use AI in my company in multiple different ways,
• 24:42
  Speaker 1: and I think as business owners we have to start
• 24:46
  Speaker 1: looking beyond chat cloud or any of the other pieces.
• 24:50
  Speaker 1: That's all real basic. Now, how are you guys using it?
• 24:53
  Speaker 1: But also what lessons have you guys learned, because I
• 24:56
  Speaker 1: feel like you've been on the forefront of not only
• 24:59
  Speaker 1: implement to show us how to use it in practices,
• 25:02
  Speaker 1: but you're also using it within the company, and i'd
• 25:05
  Speaker 1: love to hear your insight on it.
• 25:08
  Speaker 2: Yeah, we obviously use AI a lot in our daily workflows.
• 25:11
  Speaker 2: We started the same as everybody else. Here's chat GPT,
• 25:15
  Speaker 2: let's use it kind of like a fancy search engine,
• 25:18
  Speaker 2: and it does a great job of that. But there's
• 25:21
  Speaker 2: so much more that can be done with the tools.
• 25:24
  Speaker 2: One of the learnings that we have, and you know,
• 25:27
  Speaker 2: we're kind of right at the bleeding edge of all
• 25:29
  Speaker 2: this technology with AI, as probably most people have experience
• 25:34
  Speaker 2: like they called an AI agent a year ago, like
• 25:37
  Speaker 2: is kind of a rough, Like it was like pretty cool,
• 25:42
  Speaker 2: like you could see like it's going to be there
• 25:44
  Speaker 2: one day, And I feel like today when you talk
• 25:46
  Speaker 2: to the AI agents, it's like that's pretty darn good.
• 25:49
  Speaker 2: And that same experience we have had with using AI
• 25:55
  Speaker 2: tools internally, it's like there are a lot of claims
• 25:58
  Speaker 2: about what can be done, and once you actually dig
• 26:01
  Speaker 2: in and start doing them, some of them are real
• 26:03
  Speaker 2: and some of them are not. We have a Claud
• 26:07
  Speaker 2: Team subscription. We've set up the Claud deliberately for data sharing,
• 26:11
  Speaker 2: so that certain stuff is shared amongst all of our team.
• 26:15
  Speaker 2: Our meetings are shared. In some cases, even all of
• 26:18
  Speaker 2: our email inboxes are shared, which really helps get oriented
• 26:24
  Speaker 2: around what a customer needs or practice needs and how
• 26:27
  Speaker 2: to serve them well for lecture design and like all
• 26:31
  Speaker 2: that stuff. Like I'm superpowered by about I'm fifty percent
• 26:35
  Speaker 2: faster at most things. I don't think it has radically
• 26:38
  Speaker 2: changed the actual workflows I go through. Like I have
• 26:41
  Speaker 2: some Claud skills built that save me significant time, but
• 26:47
  Speaker 2: right now it feels like in order for them to
• 26:50
  Speaker 2: be operational and like affect you in your day to
• 26:53
  Speaker 2: day life, the tasks you have for it have to
• 26:56
  Speaker 2: be very well defined, kind of like if you were
• 26:59
  Speaker 2: hiring a virtual assistant or something like. For that person
• 27:03
  Speaker 2: like maybe two years from now, they like know you
• 27:05
  Speaker 2: really well and get your rhythm, but right off the bat,
• 27:08
  Speaker 2: it's like, here's exactly what I want you to do
• 27:11
  Speaker 2: every single time. Here's exactly where to go look and
• 27:15
  Speaker 2: when you do that, the tool is amazing. Yeah, so
• 27:18
  Speaker 2: all the analysis for all of our sales calls, all
• 27:21
  Speaker 2: of our support calls, like they're all getting run through
• 27:24
  Speaker 2: these models so that we have a better understanding of
• 27:26
  Speaker 2: how to improve.
• 27:28
  Speaker 1: Yeah. Well, and I hear this all the time. I'm
• 27:30
  Speaker 1: sure you do too. I think that teams especially can
• 27:34
  Speaker 1: just feel so overwhelmed in their workday, and I so
• 27:40
  Speaker 1: encourage team members and doctors with team members, you know,
• 27:43
  Speaker 1: to really lean in to what AI can do in
• 27:47
  Speaker 1: the practices. But to your point, I think we have
• 27:51
  Speaker 1: to put practical tools in place, and we have to
• 27:56
  Speaker 1: be able to direct our team because the other thing
• 27:58
  Speaker 1: I see as you get one team member that's running
• 28:00
  Speaker 1: with something and another that's running with another, and it
• 28:03
  Speaker 1: just doesn't ever feel very cohesive for what we're trying
• 28:06
  Speaker 1: to do. And I'm wondering if you can talk to
• 28:10
  Speaker 1: that just a little bit and what you have seen
• 28:13
  Speaker 1: and maybe what you think practices can be focusing on, Like,
• 28:17
  Speaker 1: like one thing that comes to my mind and when
• 28:19
  Speaker 1: you were talking about this is even something as simple
• 28:23
  Speaker 1: as when we're listening to our voiceover IP. If we
• 28:27
  Speaker 1: happen to be having our team members answering the phones
• 28:30
  Speaker 1: and we haven't completely outsourced. That is even just I
• 28:34
  Speaker 1: think running our phone calls every once in a while
• 28:38
  Speaker 1: through an AI system to just kind of pick up
• 28:40
  Speaker 1: consistencies or inconsistencies to be training tools that we might not,
• 28:45
  Speaker 1: you know, like if a doctor's like, well, geez, I
• 28:47
  Speaker 1: don't want to have to listen to ten calls today
• 28:50
  Speaker 1: just to hear how my front team is doing using
• 28:53
  Speaker 1: a tool like Claude or some of the different ones
• 28:56
  Speaker 1: out there to maybe come up with a rhythm on okay,
• 28:59
  Speaker 1: these are what we're looking for out of it, or
• 29:01
  Speaker 1: like my team, we use Fathom a lot for everything
• 29:04
  Speaker 1: and it'll pick up on inconsistencies or outliers with know
• 29:09
  Speaker 1: how we train or whatnot. I'm kind of curious what
• 29:11
  Speaker 1: you think and what suggestions you might give practices or
• 29:14
  Speaker 1: doctors listening.
• 29:16
  Speaker 2: Yeah, so I know that there are probably some people
• 29:19
  Speaker 2: watching and probably some people listening. I pulled up on
• 29:21
  Speaker 2: the screen here something that I very quickly put together
• 29:24
  Speaker 2: for the AO. That's exactly what you're talking about. So
• 29:28
  Speaker 2: the most important piece is that it's something that is repeatable.
• 29:32
  Speaker 2: So if you're going to use a tool like this.
• 29:34
  Speaker 2: It's like you should have a process at the end
• 29:37
  Speaker 2: of the day or at the end of the week,
• 29:39
  Speaker 2: someone takes the calls from Mango or Weave or whatever
• 29:41
  Speaker 2: vope system and puts them in a folder and then
• 29:45
  Speaker 2: you can build these skills and your AI tools to
• 29:48
  Speaker 2: go search that folder and give you this kind of analysis.
• 29:52
  Speaker 2: And like I said, I did this in about fifteen minutes.
• 29:54
  Speaker 2: Like we could pass phone calls to it and it
• 29:57
  Speaker 2: would analyze whether to appointment time were offered over the
• 30:00
  Speaker 2: next seventy two hours, if the person answering the phone
• 30:05
  Speaker 2: praised the doctor or the office, if they offered an
• 30:07
  Speaker 2: appointment to a loved one to save them a trip,
• 30:10
  Speaker 2: if they teed up the idea of a same day start.
• 30:14
  Speaker 2: So this stuff is actually really easy. This is a
• 30:17
  Speaker 2: perfect example of something that could be a regular routine
• 30:21
  Speaker 2: for a practice. And you can even use this for
• 30:24
  Speaker 2: one on one coaching and it breaks down every call.
• 30:26
  Speaker 2: I mean, it is just this is an example of
• 30:28
  Speaker 2: Claude or chatchept being an unbelievable tool for businesses. I
• 30:33
  Speaker 2: think the main thing that practices want to be careful
• 30:36
  Speaker 2: about is the hippo compliance. Obviously, we're fortunate that with
• 30:41
  Speaker 2: being a team of developers. We have a BAA signed
• 30:45
  Speaker 2: with open Ai and there is a little hack there
• 30:49
  Speaker 2: if anybody's like kind of nerdy and techi, if you
• 30:52
  Speaker 2: sign up on the developer platform with open Ai, it
• 30:55
  Speaker 2: is one of the methods that you can get a
• 30:58
  Speaker 2: BAA for chatchupt.
• 31:00
  Speaker 1: That's great to know. That's really great to know. And
• 31:02
  Speaker 1: again I think what is so great about what you
• 31:05
  Speaker 1: just showed us? And I would encourage anybody who is
• 31:07
  Speaker 1: listening pop on to the Haydocks on YouTube and you
• 31:10
  Speaker 1: can see what Scott was showing us here. But what
• 31:13
  Speaker 1: is so cool about this is again just thinking about
• 31:17
  Speaker 1: these tasks that we may not even know we should
• 31:20
  Speaker 1: be doing or maybe still manually doing on our own,
• 31:25
  Speaker 1: and instead we can build that out with like you said,
• 31:29
  Speaker 1: a little bit of time doesn't take a lot. Now,
• 31:31
  Speaker 1: I would suggest you don't let everybody in your office
• 31:34
  Speaker 1: build this system out, like use the doctor or use
• 31:38
  Speaker 1: the office manager. You know, you figure out what you
• 31:40
  Speaker 1: want to get out of this. But this is just
• 31:43
  Speaker 1: for how do we continue to make our practices better?
• 31:47
  Speaker 1: And it's all of these little a leaky bucket, just
• 31:51
  Speaker 1: how many phone calls do we miss where we don't
• 31:54
  Speaker 1: offer up that extra appointment to a loved one and
• 31:58
  Speaker 1: miss the opportunity. I mean, there's nothing worse. Every doctor
• 32:01
  Speaker 1: at some point in your career, you're going to have
• 32:03
  Speaker 1: this where you have a family member that comes in
• 32:06
  Speaker 1: and they've got races or aligners on from somebody else,
• 32:09
  Speaker 1: and you're like, how did that happen? How is that
• 32:13
  Speaker 1: even possible that they got care somewhere else? Well, if
• 32:16
  Speaker 1: their child or family member is in practice with me,
• 32:19
  Speaker 1: And I think it's those little things that just like
• 32:22
  Speaker 1: hit us, Oh, you know, right right here, right But
• 32:26
  Speaker 1: this is where technology is so much above just monitoring
• 32:29
  Speaker 1: and helping us write better emails or whatnot. Where if
• 32:32
  Speaker 1: we can learn to lean into it and then just
• 32:35
  Speaker 1: think what that does for our team members. And I
• 32:38
  Speaker 1: talked a lot at THEO about building careers versus jobs
• 32:42
  Speaker 1: and our practices and imagine being able to give them
• 32:46
  Speaker 1: even more to work on and help them be better
• 32:49
  Speaker 1: at seeing just how cool our offices are. Besides it's
• 32:53
  Speaker 1: just about this rote job that you're doing day in
• 32:55
  Speaker 1: and day out.
• 32:57
  Speaker 2: Yeah, I mean, I think it is the future. The
• 32:59
  Speaker 2: people who learn as well, who understand how to use
• 33:03
  Speaker 2: the technology like they're good man, because every business owner
• 33:07
  Speaker 2: wants people like that, people who can be efficient and
• 33:10
  Speaker 2: innovative with how problems get solved.
• 33:13
  Speaker 1: Yeah.
• 33:14
  Speaker 2: Absolutely, There's another thing that I wanted to mention too,
• 33:17
  Speaker 2: in terms of like you ask us how we use
• 33:20
  Speaker 2: AI internally, One change that we made about six months
• 33:24
  Speaker 2: ago is we got more serious about the context engineering,
• 33:29
  Speaker 2: which is just fancy words for saying giving the LM
• 33:34
  Speaker 2: enough data about us for it to do a good job.
• 33:38
  Speaker 2: And so I have a spreadsheet that I'd be more
• 33:41
  Speaker 2: than happy like we can put in the show notes. Oh,
• 33:43
  Speaker 2: it has a prompt in it where you can literally
• 33:45
  Speaker 2: copy paste the spreadsheet, plug the prompt into chat, GPT
• 33:48
  Speaker 2: or wherever you're using your LM, and it will guide
• 33:52
  Speaker 2: you through exactly what to do to give the LM
• 33:56
  Speaker 2: enough data about you, and it will make everything about
• 33:59
  Speaker 2: interacting with the more efficient.
• 34:02
  Speaker 1: And again, what a great tool that is and simple
• 34:06
  Speaker 1: and thank you for giving us that prompt. I'm sure
• 34:08
  Speaker 1: we'll have that in the show notes here. But just
• 34:11
  Speaker 1: how nice that is so that now it is responding
• 34:14
  Speaker 1: and thinking about us from the business, not just randomly
• 34:17
  Speaker 1: pulling you know, different context or whatnot. So Scott I
• 34:23
  Speaker 1: know that you and I could just talk and talk
• 34:25
  Speaker 1: and talk, but of course we have to pull this
• 34:27
  Speaker 1: to an end here. So if somebody wants to learn
• 34:30
  Speaker 1: more about lead Sigma, they want to just they've been
• 34:33
  Speaker 1: listening to the things that we've been saying and they're like, gosh,
• 34:36
  Speaker 1: I can't miss that three percent. I can't miss that opportunity.
• 34:40
  Speaker 1: What's going to be the best way that they can
• 34:43
  Speaker 1: get a hold of you? Or maybe you sparked some
• 34:46
  Speaker 1: interest and just they just want to learn a little
• 34:48
  Speaker 1: bit more about maybe how they can better use AI
• 34:50
  Speaker 1: in their own practices or whatnot. What's going to be
• 34:52
  Speaker 1: the best way they can get a hold of you.
• 34:54
  Speaker 2: Yeah, if you're interested in lead Sigma service, specifically getting
• 34:57
  Speaker 2: on leadsigma dot com and scheduling a demo, that was
• 35:00
  Speaker 2: the best way. If you're interested in just nerding out
• 35:03
  Speaker 2: and talking about AI, my email is Scott at leadsigma
• 35:06
  Speaker 2: dot com. I'd love to chat with anybody.
• 35:09
  Speaker 1: I love that I might get on that with you
• 35:11
  Speaker 1: on a different call and nerd out with you, because again,
• 35:14
  Speaker 1: I think this is it's just so fun to see
• 35:17
  Speaker 1: all the great things that are coming towards our industry,
• 35:20
  Speaker 1: and if we can just have open eyes and be
• 35:23
  Speaker 1: open to what's coming. Man, we can be so good
• 35:25
  Speaker 1: at what we do. Indeed, and now a word from
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• 36:21
  Speaker 1: because every smile deserves a suite of excellence. Well, Scott,
• 36:26
  Speaker 1: thank you for giving us some good information. And you
• 36:29
  Speaker 1: know how I like to finish up, Haydocks. I like
• 36:30
  Speaker 1: to finish this up with a little speed rounds. Are
• 36:33
  Speaker 1: you ready for your speed round challenge. Let's do it, Okay,
• 36:37
  Speaker 1: what is one of your go to strategies for getting
• 36:41
  Speaker 1: unstuck if you got a big problem speaking.
• 36:44
  Speaker 2: With smart friends and colleagues and prompting cloud.
• 36:49
  Speaker 1: Ah, I like it, I like it all righty. What
• 36:52
  Speaker 1: is one piece of advice you wish you had followed
• 36:55
  Speaker 1: earlier in your career?
• 36:58
  Speaker 2: You know, I don't know if I received this advice
• 37:00
  Speaker 2: from someone, But as I was preparing for this conversation,
• 37:03
  Speaker 2: and I'm reminded about an AO that I went up
• 37:06
  Speaker 2: to Rosemary Bray and I said, I was still managing
• 37:11
  Speaker 2: our practice and I said, hey, I really want to
• 37:13
  Speaker 2: do what you do, Like, will you be my mentor?
• 37:16
  Speaker 2: And she basically was very kind, but she was like,
• 37:19
  Speaker 2: heck no. And I wish that I had understood earlier
• 37:25
  Speaker 2: that networking without providing value is kind of a waste
• 37:29
  Speaker 2: of time. I provided her no value, And I wish
• 37:32
  Speaker 2: someone had been more exacting when they were giving me
• 37:36
  Speaker 2: that advice.
• 37:36
  Speaker 1: Yeah, oh, I love that. That's great. And Rosemary's great.
• 37:40
  Speaker 2: So she is great. She's a wonderful woman.
• 37:42
  Speaker 1: And you know what, had you maybe stepped into that role,
• 37:45
  Speaker 1: we wouldn't have lead Sigma Now, so how wonderful that
• 37:48
  Speaker 1: she also you had to find your own path, so
• 37:51
  Speaker 1: that I think that's great?
• 37:52
  Speaker 2: All right?
• 37:52
  Speaker 1: Last one, if you could add just one unconventional perk
• 37:57
  Speaker 1: to a workplace, what would you add?
• 37:59
  Speaker 2: Could I do? Three? Yeah?
• 38:01
  Speaker 1: Sure?
• 38:01
  Speaker 2: Okay, So one I would give every workplace a corporate chaplain.
• 38:05
  Speaker 1: Oh I like that.
• 38:07
  Speaker 2: Two I would have support for DMV renewals. And three
• 38:14
  Speaker 2: I would have all employees have access to someone to
• 38:18
  Speaker 2: negotiate with their insurance company and doctor offices for them.
• 38:22
  Speaker 1: Yes, that's great. I love those unconventional perks. I hear
• 38:26
  Speaker 1: some great ones, so that those are great. Well again, Scott,
• 38:29
  Speaker 1: this has been just a pleasure talking to you, and
• 38:31
  Speaker 1: I just appreciate what you and Lead Sigma are doing
• 38:35
  Speaker 1: in our space and thanks for just like staying on
• 38:37
  Speaker 1: that cutting edge for us.
• 38:39
  Speaker 2: It is my pleasure. It's so fun to work with
• 38:41
  Speaker 2: your clients and see their growth. And yeah, I just
• 38:43
  Speaker 2: appreciate you having me on yeap.
• 38:45
  Speaker 1: All right, until next time, Thanks je Are you ready
• 38:50
  Speaker 1: to start a practice of your own, need a new
• 38:52
  Speaker 1: fresh set of eyes or some advice on your existing practice.
• 38:56
  Speaker 1: If so, reach out to me. Jill Allen at w
• 39:00
  Speaker 1: ww dot Practice results dot com. If you like what
• 39:03
  Speaker 1: we're doing here on Haydocks and want to hear more
• 39:06
  Speaker 1: of this awesome content, be here and give us a
• 39:08
  Speaker 1: five star rating on your preferred listening platform and subscribe
• 39:13
  Speaker 1: to our show so you never miss an episode. Remember,
• 39:17
  Speaker 1: new episodes drop every Thursday. See you next week.