Latest / Hey Docs! / The Future of AI Phone Systems with Mango Voice’s Richard May

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The Future of AI Phone Systems with Mango Voice’s Richard May · Hey Docs!

• 0:05
  Speaker 1: Welcome to the Hey Docs podcast with your host, Jill Allen. Today,
• 0:10
  Speaker 1: I am welcoming back Richard May, VP of Business Development
• 0:14
  Speaker 1: at Mango Voice. Richard works with orthodontic practices to improve communication,
• 0:20
  Speaker 1: streamline operations, and leverage AI to support their teams, not
• 0:25
  Speaker 1: replace them. As practices continue to face staffing challenges and
• 0:29
  Speaker 1: rising patient expectations, AI-powered communication tools are helping offices reduce
• 0:36
  Speaker 1: administrative burden while delivering a better patient experience. In this episode,
• 0:41
  Speaker 1: we're talking about how AI is changing the way practices
• 0:45
  Speaker 1: manage phone calls, documentation, and workflows, and where it can
• 0:49
  Speaker 1: create the greatest impact. So let's take a look. And
• 0:53
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  Speaker 1: closer look. Just follow the link in the show notes
• 2:46
  Speaker 1: to learn more. Richard, welcome back to Hey Docs. So
• 2:54
  Speaker 1: glad you're here today.
• 2:56
  Speaker 2: Thank you for having me back.
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  Speaker 3: This is one of the best conversations I get to
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  Speaker 3: have a couple times a year, and I'm really excited
• 3:03
  Speaker 3: to be here again.
• 3:03
  Speaker 1: Well, I am glad to have you. So in the
• 3:08
  Speaker 1: event that somebody maybe has not caught our previous podcast together,
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  Speaker 1: or maybe who does not know you, hasn't had an
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  Speaker 1: opportunity to meet you, can you give us a quick
• 3:17
  Speaker 1: overview of Mango Voice and your role there?
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  Speaker 2: Absolutely.
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  Speaker 3: Yes. Mango Voice is an AI voice platform for all
• 3:26
  Speaker 3: things healthcare, specifically dentistry and orthodontics. That's kind of where
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  Speaker 3: we really focus very heavily. And if you're wondering, what
• 3:33
  Speaker 3: do you mean AI voice platform? We're talking about your
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  Speaker 3: phone systems, your virtual fax lines, your call recordings, your
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  Speaker 3: call trees, mobile apps, AI receptionists, and AI note-taking analytics.
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  Speaker 3: phone can do your an advanced phone system can do
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  Speaker 3: mango is trying to check all those boxes yeah i'm
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  Speaker 3: the vice president of business development here so my job
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  Speaker 3: is to make sure these that the word gets out
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  Speaker 3: essentially that everyone knows that we have these products.
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  Speaker 1: Well, and I think what's great about when you think about,
• 4:06
  Speaker 1: oh my gosh, Jill, you're going to do a podcast
• 4:08
  Speaker 1: on phone systems, you know, first thought might be, well,
• 4:12
  Speaker 1: that sounds a little like, what are they really going
• 4:14
  Speaker 1: to talk about? But I think what's so fun about
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  Speaker 1: this is there are so many really incredible things that
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  Speaker 1: are happening right now in our industry. And AI, AI
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  Speaker 1: is hot. AI is in everything. But really, when we
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  Speaker 1: look at what benefits that are coming out of our
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  Speaker 1: phone system and helping us really understand how communication is
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  Speaker 1: happening on the front end with our practices and our patients,
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  Speaker 1: there's so many benefits to using Thinking beyond a basic
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  Speaker 1: phone system and thinking, well, old school, I just need
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  Speaker 1: to make sure that my team is able to answer
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  Speaker 1: a phone and communicate for X amount of time duration
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  Speaker 1: of that call and then be able to hang up
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  Speaker 1: where now there's just so many features. So I want
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  Speaker 1: you to talk about, I kind of feel like this is,
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  Speaker 1: you know, the next step towards our orthodontic practice of
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  Speaker 1: the future. And some of the benefits that practices are
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  Speaker 1: seeing in efficiency to maybe even time savings in just
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  Speaker 1: being able to lean into a system that is maybe
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  Speaker 1: helping them in ways that they did not think were
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  Speaker 1: possible or they haven't even maybe thought about in their
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  Speaker 1: normal workday.
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  Speaker 3: Yeah, no, I appreciate the question. And I think it's
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  Speaker 3: one that we kind of overlook sometimes or take for granted.
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  Speaker 3: And I really appreciate the perspective on phones. Like, wait,
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  Speaker 3: is this going to be a boring conversation? And you
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  Speaker 3: can say it because trust me, I never thought like
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  Speaker 3: growing up as a kid in small town, Idaho, where
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  Speaker 3: I grew up, that I would be selling a phone
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  Speaker 3: system or a voice platform to dentists. It wasn't on
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  Speaker 3: my bingo card for sure. And if I get into
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  Speaker 3: the weeds, it can get really mundane pretty fast. The
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  Speaker 3: phones are one of those things that you take for granted.
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  Speaker 2: It should work.
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  Speaker 3: It should ring and you should be able to take
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  Speaker 3: a call and hang up. But when the phone doesn't work,
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  Speaker 3: it's chaos. If your phones are down, it's one of
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  Speaker 3: the most disruptive things. Or if there's really bad call
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  Speaker 3: quality on those phones, it disrupts the entire patient flow.
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  Speaker 3: So what Mango Voice aims to do is not only
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  Speaker 3: provide new features that we can dive into because... AI
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  Speaker 3: is the thing that everyone's talking about. And so how
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  Speaker 3: is AI incorporated into voice? But more importantly, you have
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  Speaker 3: to have stability. You have to have a really great
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  Speaker 3: foundation for your phone system to begin with. And people
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  Speaker 3: that are on legacy phone systems, people that have been
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  Speaker 3: using it for a long time, typically don't understand that
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  Speaker 3: people are not supporting those the same way they used to.
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  Speaker 3: They've grown, they've gotten big, and people have moved on.
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  Speaker 3: So there's not as great a support anymore. There's not
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  Speaker 3: as great as innovation anymore. And Mango Voice is striving
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  Speaker 3: constantly to make sure your uptime is good, your call
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  Speaker 3: quality is high, and that you always have support. To
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  Speaker 3: this day, and this blows me away, Mango Voice still
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  Speaker 3: has less than a minute answer rates on its support calls.
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  Speaker 3: If you call Mango Voice support right now, someone's going
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  Speaker 3: to answer in less than a minute and troubleshoot whatever
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  Speaker 3: your problem is, no matter how big or small it
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  Speaker 3: may be. So that's number one is reliability, dependability, and support.
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  Speaker 3: Two is, time is money, right? I mean, you think
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  Speaker 3: about what happens in a practice, especially a busy practice.
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  Speaker 3: You think about how much time can get lost if
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  Speaker 3: you're on the phone and someone's walking in.
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  Speaker 2: And that seems to be the case, right?
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  Speaker 3: Like if you're coaching and training on the front desk,
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  Speaker 3: it's like, what is the thing you're supposed to do
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  Speaker 3: if you're on the phone and a patient walks in
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  Speaker 3: the front door?
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  Speaker 2: Do you hang up? Do you put them on hold?
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  Speaker 2: Do you deal with the person in front of you? Like,
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  Speaker 2: what are you supposed to do there?
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  Speaker 3: And typically when that conversation ends, We train team members
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  Speaker 3: to take notes on conversations. And a lot of times
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  Speaker 3: those things get forgotten because you moved on to the
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  Speaker 3: next thing, right?
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  Speaker 2: Yep.
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  Speaker 3: At Mango Voice, we've developed a really great AI note taker.
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  Speaker 3: So it actually takes those call recordings, summarizes it, and
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  Speaker 3: gives you a note that you can log to a
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  Speaker 3: patient note. And if you're using one of our integrated platforms,
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  Speaker 3: it actually automatically logs to a patient chart so that
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  Speaker 3: you don't have to go back through and manually enter
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  Speaker 3: it yourself.
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  Speaker 2: Which again, that saves.
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  Speaker 3: Time, creates efficiencies, and lets you be present with the
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  Speaker 3: patients that have come through and the families that are
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  Speaker 3: coming through the door. Last but not least, when the
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  Speaker 3: phone is ringing and it's busy and everyone seems to
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  Speaker 3: be doing something in the practice, calls get missed.
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  Speaker 2: You do your very best to answer calls, but not
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  Speaker 2: every call gets answered. And it goes to voicemail. And Jill,
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  Speaker 2: I'm going to ask you a question back.
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  Speaker 3: In today's world, if you call a place of business
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  Speaker 3: and you get a voicemail, how likely are you to
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  Speaker 3: leave a voicemail anymore?
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  Speaker 2: I'm not. I'm not.
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  Speaker 1: I'm going to hang up. I'm just not going to
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  Speaker 1: do it.
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  Speaker 3: This world, this fast-paced world has kind of taught us
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  Speaker 3: and trained us not to be patient people, right?
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  Speaker 2: We're not to be patient patients. So I'm the same way.
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  Speaker 2: Like if I get a voicemail, I'll call later, right?
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  Speaker 2: And we forget.
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  Speaker 3: Yep. We have developed Margo, who is our AI receptionist.
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  Speaker 3: And Margo is as pleasant at 5 a.m. as she
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  Speaker 3: is at 5 p.m. She doesn't get angry or short
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  Speaker 3: with people or clock out early or ever yell back
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  Speaker 3: at a patient or hang up on them.
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  Speaker 2: She will always be very temperamental and calm and collective.
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  Speaker 3: And the nice thing about Margo is that we're seeing
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  Speaker 3: that even though she identifies herself as an AI receptionist,
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  Speaker 3: the average phone call is longer than three minutes. So
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  Speaker 3: of the voicemails that we do see, the average voicemail
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  Speaker 3: is less than 15 seconds. The average interaction with Margo
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  Speaker 3: is three minutes, meaning that we're actually having engagement with
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  Speaker 3: our AI receptionist. And we've worked really hard to make
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  Speaker 3: sure that she sounds human, that she can respond quickly,
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  Speaker 3: and that she can take care of your questions and
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  Speaker 3: make sure you're getting those opportunities into the chair, right?
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  Speaker 3: As we like to say, because that's the main priority.
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  Speaker 3: The sheer fact that people are actually engaged with her
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  Speaker 3: is telling us that they're not hanging up, they're not
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  Speaker 3: giving up on the practice, and you're collecting on lost
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  Speaker 3: opportunities by people like you and me, Jill.
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  Speaker 1: Yeah, absolutely. So today, I really want to lean into AI.
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  Speaker 1: And you've been kind of teasing us already about some
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  Speaker 1: of the new features that you guys have embarked on
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  Speaker 1: and are deploying out into the practices. And And I
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  Speaker 1: think you touched on something that I think is so key.
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  Speaker 1: And I believe we are really, especially younger doctors and
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  Speaker 1: newer doctors, we are really keying into that missed opportunity
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  Speaker 1: every single time a phone rings. And, you know, our
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  Speaker 1: first knee-jerk reaction is, oh my gosh, I just missed
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  Speaker 1: a new patient phone call. And I may not get
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  Speaker 1: that opportunity back. To your point, could be a me
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  Speaker 1: calling and I'm like, eh, forget it. I'll call back later.
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  Speaker 1: And then I remember again, and I'm like, oh, I
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  Speaker 1: heard about somebody else. I'll call them instead.
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  Speaker 2: You know what I mean?
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  Speaker 1: Like there isn't always even the follow-through on my end
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  Speaker 1: as a consumer to land back to where I started.
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  Speaker 1: But I'm wondering if you can just talk us through
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  Speaker 1: a little bit more, maybe what you're seeing in data
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  Speaker 1: from call coverage to patient experience and how we as
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  Speaker 1: practice owners can really take advantage. Again, when we think
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  Speaker 1: of a phone system, we think of quality and is
• 11:22
  Speaker 1: it working or not, but really using that as a
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  Speaker 1: tool for spending all this money on marketing, doggone it,
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  Speaker 1: I hope that we're answering the phones, whether it's an
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  Speaker 1: established patient or it's a new patient. So can you
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  Speaker 1: kind of... I know you started to tease us on that,
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  Speaker 1: but talk through that a little bit more.
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  Speaker 2: Absolutely.
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  Speaker 3: I mean, every phone call is revenue, is an opportunity
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  Speaker 3: for revenue, whether it's an existing patient or a new
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  Speaker 3: patient opportunity, right? Every phone call that's coming in can
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  Speaker 3: essentially represent dollar sign. At the end of the day,
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  Speaker 3: like you're providing a healthcare service, but it's a business
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  Speaker 3: and you do have to... produce in order to stay
• 11:59
  Speaker 3: in business, right? And in the last six years I've
• 12:02
  Speaker 3: been at Mango, I've talked to many dentists, many orthodontists,
• 12:05
  Speaker 3: and Jill, you can correct me if I'm wrong, but
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  Speaker 3: they don't teach people how to sell their services in
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  Speaker 3: dental school, right?
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  Speaker 1: Is that correct?
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  Speaker 2: Or am I, did I miss something there? Right, right.
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  Speaker 1: That art of persuasive communication is not taught.
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  Speaker 2: No.
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  Speaker 3: Right. And obviously, I think that the longer people are
• 12:24
  Speaker 3: in the space, the better they get and understand the
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  Speaker 3: importance of those conversations. But we see a lot of turnover.
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  Speaker 3: You have a lot of young people that are just
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  Speaker 3: getting started in the space. And a lot of times
• 12:34
  Speaker 3: they're left to man the phones. What kind of training
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  Speaker 3: and resources are available for them to get better at
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  Speaker 3: their job and even know that that's what they should
• 12:42
  Speaker 3: be doing, right? Because practices do get busy. And how
• 12:46
  Speaker 3: can you actually, with all the things and all the
• 12:48
  Speaker 3: checklists you're trying to go through, how can you actually
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  Speaker 3: ensure that your front office team and those who are
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  Speaker 3: managing the phones are getting quality training.
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  Speaker 2: And so we've deployed two pieces there.
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  Speaker 3: So with that AI note taker that creates notes and
• 13:02
  Speaker 3: automatically logs them for you, we also have a nice
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  Speaker 3: sentiment analysis and call filtering. So we don't score them
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  Speaker 3: to the point of like, hey, you failed this call
• 13:13
  Speaker 3: because we don't want people to feel bad. Like that's
• 13:15
  Speaker 3: not our goal. We're not trying to demoralize anyone here.
• 13:18
  Speaker 3: I'm not trying to be a big brother. But we
• 13:20
  Speaker 3: can tell you what the sentiment analysis was. So did
• 13:24
  Speaker 3: you use proper tone? Did you use good verbiage? Did
• 13:26
  Speaker 3: you speak too fast? Did you speak too slowly? Did
• 13:29
  Speaker 3: you interrupt them? So these are just nice prompts to say, hey,
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  Speaker 3: next time on the call, slow down a little bit,
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  Speaker 3: speak more clearly, use a little kinder tone.
• 13:39
  Speaker 2: Don't use these words, use these words because we'll highlight
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  Speaker 2: those things for you too.
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  Speaker 3: And then if you're a practice who's getting 200 to
• 13:45
  Speaker 3: 250 calls a day, Who has time to go through
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  Speaker 3: and listen to every one of those to actually give
• 13:51
  Speaker 3: good quality feedback on that? But you can filter through
• 13:55
  Speaker 3: inside of Mango. We'll filter. Here's your five that kind
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  Speaker 3: of went in the red. You know, we have kind
• 14:00
  Speaker 3: of a green for good, gray for neutral and red for, okay,
• 14:04
  Speaker 3: let's look at those. And usually in most practices, most
• 14:07
  Speaker 3: practices are fine, but it's those 10 to 15 that
• 14:10
  Speaker 3: didn't go well that... that's 10 to 15 new patients
• 14:14
  Speaker 3: or new families you could be bringing in that you
• 14:17
  Speaker 3: might have lost just because of a misunderstanding or maybe
• 14:20
  Speaker 3: you didn't use the right terminology or maybe they had
• 14:23
  Speaker 3: something that they just didn't quite understand in their questioning
• 14:26
  Speaker 3: and they.
• 14:27
  Speaker 2: Just moved on.
• 14:27
  Speaker 3: A lot of people like me, I'm kind of a,
• 14:29
  Speaker 3: my dentist said so, so I'm going to do it.
• 14:33
  Speaker 3: But not everyone's that way. A lot of people have
• 14:34
  Speaker 3: clarifying questions and financial questions. And if you can't speak
• 14:38
  Speaker 3: to those properly, they might go somewhere else. And we
• 14:42
  Speaker 3: can give some feedback on those calls and help teams improve.
• 14:45
  Speaker 2: And it doesn't feel heavy.
• 14:46
  Speaker 3: It doesn't feel like we're coming down on you. It
• 14:49
  Speaker 3: can be nice prompts to say, here's the layers where
• 14:52
  Speaker 3: we can improve. But what we've also seen, which is
• 14:54
  Speaker 3: really great, is you can highlight the good calls. And
• 14:57
  Speaker 3: you can actually say, here's where we're doing well. And
• 15:00
  Speaker 3: here's some good ones for a new team member to
• 15:02
  Speaker 3: listen to. Jill, she's been doing this for a minute
• 15:05
  Speaker 3: and she's really good. And look, she gets patients to
• 15:08
  Speaker 3: come in, to book, to schedule, and the whole family
• 15:10
  Speaker 3: comes in and embraces for years from us, right?
• 15:13
  Speaker 2: And listen to the way she interacts with patients and
• 15:16
  Speaker 2: save those calls for training purposes. The second thing we've done,
• 15:20
  Speaker 2: we've worked with a lot of different consultants to build
• 15:22
  Speaker 2: an AI phone skills coaching program, which we're really excited
• 15:26
  Speaker 2: about because this is AI interactive.
• 15:30
  Speaker 3: I know you have a team of people and you
• 15:32
  Speaker 3: go in and coach people. And I'm just, how often
• 15:34
  Speaker 3: do you role play with people?
• 15:37
  Speaker 2: A lot. A lot. A lot. A lot.
• 15:41
  Speaker 3: And role playing is good, right? I mean, it challenges you.
• 15:44
  Speaker 3: It kind of gets you out of your comfort zone.
• 15:45
  Speaker 3: It's kind of tough, but it takes time. You got
• 15:47
  Speaker 3: to schedule it out.
• 15:49
  Speaker 2: I'm sure you've had some awkward interactions with people through
• 15:51
  Speaker 2: role playing over the years, right?
• 15:53
  Speaker 3: Oh, sure.
• 15:54
  Speaker 1: Oh, sure. Very, very, very awkward.
• 15:57
  Speaker 2: Yeah.
• 15:58
  Speaker 3: Yeah.
• 15:59
  Speaker 2: Me too. I mean, I grew up... I'm an 80s baby.
• 16:02
  Speaker 3: So I remember role-playing in school and in classes and
• 16:05
  Speaker 3: stuff and being like, I'm turning beet red just thinking
• 16:07
  Speaker 3: about it, right? But what we've done is you can
• 16:11
  Speaker 3: role-play with an AI. So you can just step away,
• 16:14
  Speaker 3: hop on a phone, and the AI becomes the patient
• 16:17
  Speaker 3: calling you. And you can train with it. And it
• 16:19
  Speaker 3: gives you different modules to go through and different courses
• 16:22
  Speaker 3: to go through and different scenarios to practice on. And
• 16:25
  Speaker 3: then it gives you real-time feedback on areas you can
• 16:27
  Speaker 3: improve in. It's a 30-day course.
• 16:30
  Speaker 2: And you can.
• 16:30
  Speaker 3: We say 30 days because if you do one course
• 16:33
  Speaker 3: a day, you can essentially knock it out in 30 days.
• 16:35
  Speaker 3: But you can go faster, you can go slower. You
• 16:37
  Speaker 3: purchase it one time and we're finding that people are like, Oh, okay.
• 16:41
  Speaker 3: I didn't even know that something like this existed, first
• 16:43
  Speaker 3: of all. And the beauty of it is, you can
• 16:46
  Speaker 3: go do it at your own pace. You don't have
• 16:47
  Speaker 3: to have multiple people coming and say, Hey, let's schedule
• 16:50
  Speaker 3: time to where I can't train you or where I
• 16:54
  Speaker 3: can't be helping at the front desk or doing my job,
• 16:57
  Speaker 3: now I have to train a person. No, you can
• 16:59
  Speaker 3: have them go take 30 minutes and you're going to
• 17:01
  Speaker 3: go do a phone training course right now and get
• 17:03
  Speaker 3: the feedback that'll make you better at your job. So
• 17:07
  Speaker 3: the practices that are using those tools now, we are
• 17:10
  Speaker 3: seeing increased production, increased bookings, and that just makes everybody
• 17:14
  Speaker 3: happier and feel better at the end of the month, right?
• 17:17
  Speaker 1: Well, and what I love about this again is thinking
• 17:20
  Speaker 1: about this just as business owners, I think we're all
• 17:23
  Speaker 1: looking for that hack, I guess I'm looking for, you know,
• 17:27
  Speaker 1: to just be better at what we do and to
• 17:30
  Speaker 1: help our teams be better at what we do. And
• 17:32
  Speaker 1: I think it's so great to think that we are
• 17:35
  Speaker 1: at a, place and a time in our industry where
• 17:39
  Speaker 1: we can lean into tools that we may not have
• 17:42
  Speaker 1: thought would be a tool that we would be leaning
• 17:44
  Speaker 1: into to help us be more productive. And you don't
• 17:48
  Speaker 1: necessarily think I can increase production by being better at
• 17:53
  Speaker 1: phones or being better at But it does have a
• 17:57
  Speaker 1: direct correlation too. And I think, gosh, what a cool
• 18:01
  Speaker 1: thing for a doctor or an office manager to be
• 18:06
  Speaker 1: able to watch quality control, but not in the old
• 18:11
  Speaker 1: school way of watching quality control, right? Like back in
• 18:14
  Speaker 1: the day, you know, I've been doing my business for
• 18:16
  Speaker 1: 20 years now. And when I would go in and coach,
• 18:19
  Speaker 1: I mean, I would literally sit at the front desk
• 18:21
  Speaker 1: watching with team members and watch them and listen to
• 18:25
  Speaker 1: them interact all day and coach in the moment. And
• 18:28
  Speaker 1: that's 16 hours of sitting there, listening, watching, coaching, where
• 18:33
  Speaker 1: when you think about a system that allows you, like
• 18:36
  Speaker 1: you just said, to be able to go in and
• 18:39
  Speaker 1: score all of your calls, you think about how many
• 18:41
  Speaker 1: thousands of calls come in and out of an orthodontic practice.
• 18:44
  Speaker 1: And Even just to get you to the ones that
• 18:48
  Speaker 1: you need to pay attention to. The ones in the red,
• 18:50
  Speaker 1: maybe that are like, I think about how many times...
• 18:55
  Speaker 1: We unfortunately end up with bad reviews. And usually a
• 19:00
  Speaker 1: lot of times poor patient experience has to do with
• 19:03
  Speaker 1: some type of a communication interaction in a practice. And
• 19:09
  Speaker 1: especially if that's happened on the phone, just to be
• 19:11
  Speaker 1: able to go back and hear both sides of it,
• 19:13
  Speaker 1: see both sides of it and dive in to know
• 19:15
  Speaker 1: where training needs to happen.
• 19:17
  Speaker 3: Yeah, I feel like AI, it's accelerated a lot of things.
• 19:21
  Speaker 2: And I don't know that it's made life easier.
• 19:24
  Speaker 3: Honestly, I think it's made life busier because it's given
• 19:27
  Speaker 3: us so much. It's completing tasks faster and giving us
• 19:31
  Speaker 3: more to do because we can get more done quickly
• 19:34
  Speaker 3: with it. So it didn't necessarily make life more convenient.
• 19:37
  Speaker 3: It just made life a little busier because we... But
• 19:40
  Speaker 3: you either have to embrace it or you have to
• 19:43
  Speaker 3: just let it pass you by. And I think it's
• 19:45
  Speaker 3: here to stay. Now, what stays and what doesn't, time
• 19:48
  Speaker 3: will tell. with any new feature and new releases. But
• 19:52
  Speaker 3: I think that where Mango is really trying to help
• 19:55
  Speaker 3: practices out is, okay, let's not try to solve every problem.
• 19:58
  Speaker 3: We're not going to try to replace your team. But
• 20:00
  Speaker 3: how do we make your time more efficient in the practice?
• 20:04
  Speaker 3: And it's like, here's some feedback for you. Here's a
• 20:08
  Speaker 3: training course for you. That's all ran through AI to
• 20:11
  Speaker 3: save you time, to help the team get better and
• 20:13
  Speaker 3: improve without intervening and taking on full on tasks. Because
• 20:18
  Speaker 3: even where I work, I use AI like for all
• 20:21
  Speaker 3: kinds of different things, but I don't trust it to
• 20:24
  Speaker 3: automate everything in my, in my day to day.
• 20:27
  Speaker 2: Right.
• 20:28
  Speaker 3: Like there's certain things that I'm like, I need to
• 20:30
  Speaker 3: see and know that are like working or I still
• 20:33
  Speaker 3: need my touch on it to make sure that it
• 20:35
  Speaker 3: goes correctly. And if any practice is ready to fully
• 20:38
  Speaker 3: turn over their business to AI, that's a little nerve-wracking,
• 20:41
  Speaker 3: I think.
• 20:42
  Speaker 2: Yes. So we're not.
• 20:44
  Speaker 3: Trying to say, hey, Mango is going to be moving
• 20:47
  Speaker 3: your entire practice to an AI-driven practice. No, we're actually
• 20:50
  Speaker 3: just trying to take our AI tools to make life
• 20:53
  Speaker 3: more convenient and more productive for your team.
• 20:55
  Speaker 2: And that's our goal.
• 20:57
  Speaker 1: Yeah, yeah. Again, it's figuring out that people have heard
• 21:00
  Speaker 1: me say this a lot, that who not how. And
• 21:03
  Speaker 1: I think in this situation, it's can our phone system
• 21:06
  Speaker 1: be the who that's helping with some of this instead
• 21:09
  Speaker 1: of us trying to figure out how do I manage
• 21:12
  Speaker 1: all of these tasks in the day? And I think
• 21:14
  Speaker 1: that's especially for our front office communications team. I mean,
• 21:18
  Speaker 1: their number one goal, in my opinion, is to be
• 21:21
  Speaker 1: that face, that person that is meeting and greeting those
• 21:24
  Speaker 1: patients as they're coming in the door. And if we've
• 21:26
  Speaker 1: got tools that help them on the back end, because
• 21:29
  Speaker 1: we know our team members, especially our front office team,
• 21:31
  Speaker 1: they wear so many hats that there are times where
• 21:34
  Speaker 1: we need the personal touch. But gosh, we can use
• 21:37
  Speaker 1: a little AI assistance on the back end sometimes.
• 21:40
  Speaker 2: Yeah.
• 21:42
  Speaker 3: Yeah, no, I mean, I'm happy to talk to an
• 21:45
  Speaker 3: AI receptionist on the phone. But if I walk into
• 21:47
  Speaker 3: the practice and there's no one there to greet me,
• 21:49
  Speaker 3: I might be a little weirded.
• 21:50
  Speaker 2: Out by that.
• 21:52
  Speaker 3: You know, if it's a robot too, you know, we're
• 21:55
  Speaker 3: always going to need our people to be in the
• 21:57
  Speaker 3: profession of people because that's what healthcare is, is you're
• 21:59
  Speaker 3: taking care of people. But I do think that there
• 22:01
  Speaker 3: are certainly products and tools out there that can make
• 22:03
  Speaker 3: life more convenient and a little faster paced for those
• 22:07
  Speaker 3: people in the practice. And And our whole goal here
• 22:10
  Speaker 3: is to lighten some loads and not to replace. And
• 22:13
  Speaker 3: I know that there's a lot of talk out there
• 22:15
  Speaker 3: is like, is AI going to take my job? And
• 22:17
  Speaker 3: so there's resistance from front office to be like, no,
• 22:20
  Speaker 3: we don't want that because we don't want it to
• 22:22
  Speaker 3: replace us.
• 22:23
  Speaker 2: And I understand why.
• 22:24
  Speaker 3: But we think that we have some solutions here that
• 22:26
  Speaker 3: will make life easier for them.
• 22:28
  Speaker 2: For sure.
• 22:28
  Speaker 1: It's almost just more enhancing the process than detracting from it.
• 22:34
  Speaker 1: And now a word from the sponsors who make this
• 22:37
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• 22:45
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• 22:51
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• 22:56
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• 23:01
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• 23:05
  Speaker 1: sales rep today or visit us at go.solventum.com forward slash Clarity. Again,
• 23:13
  Speaker 1: that is go.solventum.com forward slash clarity to learn more. I
• 23:26
  Speaker 1: do want to have you kind of circle back around
• 23:29
  Speaker 1: to the documentation component again, because I am business. We
• 23:33
  Speaker 1: use Fathom. We live on Zoom calls and we use Fathom. And,
• 23:37
  Speaker 1: you know, there was a time where I would pay
• 23:39
  Speaker 1: somebody to transcribe every single call that we did so
• 23:43
  Speaker 1: that we could get those notes in. There's just this
• 23:46
  Speaker 1: evolutionary step and process. And I know so many doctors
• 23:49
  Speaker 1: are now moving towards emailing. Maybe using systems like PLOD
• 23:53
  Speaker 1: or different things to help them take notes while they
• 23:57
  Speaker 1: are in a new patient exam and making sure that
• 24:00
  Speaker 1: everything that's said, they can go back and make sure
• 24:02
  Speaker 1: it gets into the chart. This area that you're talking
• 24:05
  Speaker 1: about is, I think, so wonderful because... I can remember
• 24:09
  Speaker 1: teaching again back in the day where we would go
• 24:12
  Speaker 1: in and we'd be teaching a front office team and
• 24:14
  Speaker 1: we would come up with these whole custom notepads so
• 24:18
  Speaker 1: that if they're taking a phone call, they would have
• 24:20
  Speaker 1: to write it down and remember to come back and
• 24:23
  Speaker 1: put the notes in and It's key communication that could
• 24:27
  Speaker 1: be really important to if a doctor in the clinic
• 24:30
  Speaker 1: doesn't know why a patient is coming in for an
• 24:32
  Speaker 1: ER visit and they're doing an adjustment and really the
• 24:36
  Speaker 1: patient's there because X, Y, and Z, like it just
• 24:39
  Speaker 1: makes everybody look bad. So I want you to talk
• 24:42
  Speaker 1: a little bit more about how that transcription is really
• 24:46
  Speaker 1: helping practices and the summaries, but also how I love
• 24:50
  Speaker 1: it to hear that we're being able to integrate right
• 24:53
  Speaker 1: into our practice management system, you know, kind of taking
• 24:56
  Speaker 1: out some of those middleman pieces or maybe even our
• 24:59
  Speaker 1: human error. Sometimes, you know, Justin, we're busy and we
• 25:03
  Speaker 1: forgot or we mistyped something or we this is a
• 25:06
  Speaker 1: classic typed it into the wrong patient chart. All those
• 25:10
  Speaker 1: different things that we are human and we do error.
• 25:13
  Speaker 1: So let's talk a little bit about that.
• 25:15
  Speaker 3: Yeah, I mean, you're working at a professional healthcare clinic
• 25:19
  Speaker 3: and documentation is important, right?
• 25:22
  Speaker 2: And the more documentation you have, the better.
• 25:25
  Speaker 3: And, you know, there's a practice that's very close to
• 25:27
  Speaker 3: our office where Mango Voices is headquartered and they use
• 25:30
  Speaker 3: Mango and they're in pediatric and orthodontic practice. And so
• 25:34
  Speaker 3: we went and spoke to their team when we first
• 25:36
  Speaker 3: kind of launched this and we asked them, you know,
• 25:38
  Speaker 3: what kind of notes do you guys take on the
• 25:40
  Speaker 3: phone conversations? And they just went, oh, they called in today.
• 25:44
  Speaker 3: It's like, that's great. That's a good, is that like sufficient?
• 25:47
  Speaker 2: Do you like that? And the office, the office manager
• 25:50
  Speaker 2: in the background was just like, we do more than that. Right.
• 25:54
  Speaker 3: And she didn't even know, you know, that what, you know,
• 25:57
  Speaker 3: and then when I looked through that, I was like,
• 25:58
  Speaker 3: Oh my gosh, like, this is all we're doing. Like,
• 26:00
  Speaker 3: this is not what we were trained on. This is
• 26:01
  Speaker 3: not what I wanted to do. If it's something you're
• 26:03
  Speaker 3: not addressing, it just is a leak that happens over time.
• 26:07
  Speaker 3: And then before you know it, that becomes the norm
• 26:09
  Speaker 3: and that becomes the standard. And so I think a
• 26:12
  Speaker 3: couple of things here, it doesn't matter if it's someone
• 26:15
  Speaker 3: new or someone experienced, we're standardizing that note. And it's
• 26:18
  Speaker 3: not just a Richard May called in to schedule an
• 26:22
  Speaker 3: appointment for his family today.
• 26:24
  Speaker 2: It is the bulk of.
• 26:25
  Speaker 3: The conversation in a nice paragraph that is actually putting
• 26:29
  Speaker 3: in there. I mean, you can read that summary and
• 26:31
  Speaker 3: you can know exactly the direction that call went and
• 26:34
  Speaker 3: understand what happened there. And so We have seen treatment planners,
• 26:38
  Speaker 3: scheduling coordinators, doctors actually come in and look at auditing
• 26:42
  Speaker 3: their day.
• 26:43
  Speaker 2: They come in the morning in a morning huddle or.
• 26:44
  Speaker 3: Weekly huddle and they say, okay, this was our last
• 26:47
  Speaker 3: phone call with our schedule today. And they can see
• 26:50
  Speaker 3: exactly what happened that summer and they know what to expect.
• 26:52
  Speaker 3: If they're nervous, if they're worried about money, if they're
• 26:54
  Speaker 3: worried about pain, if they have a pre-existing condition, all
• 26:58
  Speaker 3: of that is found online. kind of like in that
• 27:01
  Speaker 3: note already. And it empowers them to be a better provider.
• 27:05
  Speaker 2: It really does. It empowers you as the entire team
• 27:07
  Speaker 2: to know what to expect that day as they're coming in.
• 27:10
  Speaker 2: And I think that changes the entire patient experience.
• 27:14
  Speaker 3: If I walk in to a practice and I have
• 27:16
  Speaker 3: to fill out a form again, and they don't know
• 27:19
  Speaker 3: me and they don't know, and I'm telling them the
• 27:21
  Speaker 3: same things again, I just told them, it's kind of like,
• 27:24
  Speaker 3: I just did this. I know I just told you
• 27:26
  Speaker 3: all this stuff, but, and it is what it is.
• 27:28
  Speaker 3: Cause you know, you're kind of like, but if I
• 27:30
  Speaker 3: walk in and they know those things already and say,
• 27:32
  Speaker 3: I understand that you're nervous about this or you have
• 27:35
  Speaker 3: some concerns about this area and you address that right away,
• 27:38
  Speaker 3: it's kind of like, Oh, these people care. I can
• 27:40
  Speaker 3: trust them with my loved ones. I can trust them
• 27:43
  Speaker 3: with my family. And that's the whole element of the
• 27:45
  Speaker 3: soft sale of being like, okay, like I trust these
• 27:48
  Speaker 3: guys and we can, we can keep coming back time
• 27:50
  Speaker 3: and time again. Um, I love that aspect of it.
• 27:52
  Speaker 3: There's also a link to the entire transcript too. So again,
• 27:56
  Speaker 3: we give you an idea of was this call good, bad,
• 27:59
  Speaker 3: or neutral in that summary as well. And so we
• 28:02
  Speaker 3: can link it back to the entire transcript. So if
• 28:04
  Speaker 3: it's one you need to address or look what was
• 28:06
  Speaker 3: actually said, it's like, okay, I see that they're concerned.
• 28:10
  Speaker 3: Let's dive into that. We can give you the entire
• 28:12
  Speaker 3: call transcript too. And you can review that as a team.
• 28:16
  Speaker 3: And we're finding that people actually love to have access
• 28:18
  Speaker 3: to the entire transcript. So like you said before, you
• 28:20
  Speaker 3: used to have someone transcribe the entire call. And that's
• 28:25
  Speaker 3: hard to do, especially that many calls. Now it's automatically
• 28:29
  Speaker 3: done for you. Again, just more tools, more information, more knowledge.
• 28:33
  Speaker 3: And again, automatically going into there because we kind of
• 28:36
  Speaker 3: touched on this before.
• 28:37
  Speaker 2: Life gets busy.
• 28:38
  Speaker 3: And you start doing more things throughout the day and
• 28:40
  Speaker 3: there's distractions and things happen. And you're like, was it
• 28:44
  Speaker 3: Richard that called or was it Jill?
• 28:45
  Speaker 2: It was, it was, I was just talking to Richard. Yeah.
• 28:49
  Speaker 2: And you get confused, you put in the wrong chart.
• 28:51
  Speaker 2: That's not a problem anymore.
• 28:52
  Speaker 3: It logs within 15 to 20 seconds after the call
• 28:56
  Speaker 3: is over. That's how quickly it logs in there. So
• 28:58
  Speaker 3: you'll see it very quickly, almost faster than you could
• 29:01
  Speaker 3: go in and check the chart. It'll automatically log that.
• 29:03
  Speaker 2: Now, it doesn't do that.
• 29:05
  Speaker 3: With every practice management software in orthodontics yet, but we're
• 29:09
  Speaker 3: very close. And I think the beauty of Mango and
• 29:12
  Speaker 3: what we're trying to do here is we're going to
• 29:14
  Speaker 3: integrate that into every practice management software that will allow
• 29:17
  Speaker 3: us to. So.
• 29:18
  Speaker 2: Yeah.
• 29:19
  Speaker 1: When we just think about, again, our practices of the
• 29:22
  Speaker 1: past to our practices of the future and where we're going,
• 29:26
  Speaker 1: so much of this is about improving workflows for the
• 29:29
  Speaker 1: team and creating better patient experiences. I think it's so
• 29:35
  Speaker 1: cool to think about you know, something as simple again,
• 29:39
  Speaker 1: you think, oh, it's just a phone call, but it's
• 29:41
  Speaker 1: so much more than a phone call. You know, this
• 29:44
  Speaker 1: could be where we're setting the stage for trust, where
• 29:49
  Speaker 1: patients are getting their concerns possibly validated or being able
• 29:54
  Speaker 1: to express them and making sure that, you know, somebody
• 29:58
  Speaker 1: actually recognizes that when they come in or whatnot. And
• 30:01
  Speaker 1: I truly believe, you know, also just really being able
• 30:05
  Speaker 1: to help us identify potential training opportunities to make sure
• 30:10
  Speaker 1: that we're really delivering that. And so I'm wondering if
• 30:13
  Speaker 1: you can give us, I mean, you've been talking about
• 30:15
  Speaker 1: it already, but just where you're seeing some of your
• 30:19
  Speaker 1: offices really leaning into how this kind of becomes ingrained
• 30:23
  Speaker 1: in their workflows as they're going along.
• 30:26
  Speaker 3: Yeah, I can give you a really close to home example.
• 30:29
  Speaker 3: Example two. So me and my wife, we're newer, newish parents.
• 30:33
  Speaker 3: We have one daughter, she's 20 months old now. And
• 30:37
  Speaker 3: she's our everything. And before I used to call my
• 30:41
  Speaker 3: dentist and go in and I probably didn't give as
• 30:45
  Speaker 3: much thought to the level of care they're giving me.
• 30:47
  Speaker 2: It's just you go to the dentist and do all
• 30:48
  Speaker 2: this stuff, right?
• 30:49
  Speaker 3: And all of a sudden with our daughter, we actually
• 30:51
  Speaker 3: need to find a pediatric dentist.
• 30:53
  Speaker 2: My wife had braces. I had braces. So we're like,
• 30:56
  Speaker 2: she's probably going to need braces. Poor thing, right? Yeah, sure.
• 30:59
  Speaker 3: We're probably just thinking about that kind of stuff too.
• 31:02
  Speaker 3: I mean, you start thinking about the future for your
• 31:04
  Speaker 3: family and your kids, right? We got a couple of recommendations,
• 31:07
  Speaker 3: called a practice. And when I say we, my wife,
• 31:10
  Speaker 3: she did all the work.
• 31:11
  Speaker 2: I'm not going to try to take any credit here.
• 31:12
  Speaker 3: She called one of the practices and she got off
• 31:17
  Speaker 3: the phone with it. And I was like, oh, how
• 31:18
  Speaker 3: was it? And she goes, they were rude. I'm not
• 31:20
  Speaker 3: letting them work on our daughter. And I was like, oh.
• 31:24
  Speaker 2: Okay.
• 31:25
  Speaker 3: And funny thing is, they used Mango at that practice.
• 31:28
  Speaker 3: That's how I even knew about them. I went and
• 31:30
  Speaker 3: talked to them and got a chance to listen to
• 31:33
  Speaker 3: the call recording myself. And I wouldn't say they were rude,
• 31:35
  Speaker 3: but I would say they were bland and didn't seem
• 31:39
  Speaker 3: like they were excited to have us there.
• 31:41
  Speaker 2: Didn't seem like they wanted us there. Just another order taker.
• 31:46
  Speaker 2: And the sentiment analysis scored it that way too. So
• 31:49
  Speaker 2: we went to another office. also using Mango.
• 31:51
  Speaker 3: Like I said, this is very close to home for me.
• 31:54
  Speaker 2: And very warm, personable, very excited to have us.
• 31:58
  Speaker 3: The person who took the call was so pleasant and kind.
• 32:01
  Speaker 3: And my wife was like, I think, yeah, let's go
• 32:03
  Speaker 3: there because they were so nice. And I went and
• 32:06
  Speaker 3: talked to them. And again, they're not that far from
• 32:09
  Speaker 3: us either here. I went and talked to them. And
• 32:11
  Speaker 3: they said, oh yeah, ever since we got this AI
• 32:13
  Speaker 3: note taker and sentiment analysis, we saw our customer reviews
• 32:18
  Speaker 3: went up.
• 32:19
  Speaker 2: We saw that we had more five-star reviews. We had
• 32:21
  Speaker 2: people being happier when they leave. They had more referrals,
• 32:24
  Speaker 2: more recommendations.
• 32:26
  Speaker 3: So we actually took a script of our top calls
• 32:28
  Speaker 3: and just started giving that to all of our front
• 32:30
  Speaker 3: people and saying like, we're going to follow this path
• 32:34
  Speaker 3: because the people always respond well. And they basically told
• 32:37
  Speaker 3: them like, I don't care if you're having a bad day,
• 32:39
  Speaker 3: you're going to act like you're having a good day
• 32:40
  Speaker 3: on the call. Like you're going to be happy. They're
• 32:42
  Speaker 3: going to be able to feel your smile through the phone.
• 32:45
  Speaker 3: And the words you use and the tone you use matter.
• 32:48
  Speaker 2: And they got that information from the analysis that we
• 32:51
  Speaker 2: gave them on calls.
• 32:53
  Speaker 3: That's how we picked a dentist for our daughter. And
• 32:55
  Speaker 3: that's who we went to for her very first appointment.
• 32:57
  Speaker 3: And we're going to go there again for her next checkup.
• 33:00
  Speaker 3: And all was based off of a phone call. Yep.
• 33:03
  Speaker 1: Well, and I think that's where sometimes we as business
• 33:07
  Speaker 1: owners and maybe people who have been in the practice
• 33:09
  Speaker 1: for a while, we kind of forget the magic or
• 33:13
  Speaker 1: the importance of I mean, like, yes, we've heard it.
• 33:16
  Speaker 1: Those phone calls are important. But I think having a
• 33:20
  Speaker 1: system that really highlights this and allows you to train
• 33:24
  Speaker 1: on it where you aren't just saying, oh, I was
• 33:25
  Speaker 1: sitting there and I heard you say that. I can't
• 33:27
  Speaker 1: believe you said that. But you've got call after call
• 33:30
  Speaker 1: after call. You can start to really see the good,
• 33:33
  Speaker 1: the bad, the ugly. But also, I think so many times,
• 33:37
  Speaker 1: especially when we're in smaller practices, we forget that we
• 33:40
  Speaker 1: may have one team member that's really trained well on
• 33:43
  Speaker 1: how to execute. But we still expect our clinical team
• 33:47
  Speaker 1: to run up front if that phone's ringing and grab
• 33:49
  Speaker 1: that phone. And I'll tell you, unfortunately, a lot of times,
• 33:54
  Speaker 1: those more important phone calls may be landing on somebody
• 33:57
  Speaker 1: who does not have the training or the skill set.
• 34:01
  Speaker 1: And again, I think being able to utilize these tools...
• 34:05
  Speaker 1: to help train maybe even just our team members, not
• 34:08
  Speaker 1: just the ones who are trained to do this all
• 34:10
  Speaker 1: day long, but the reminder of what does a good
• 34:13
  Speaker 1: phone call sound like? What are we looking to get
• 34:16
  Speaker 1: out of a patient phone call that's been and knows
• 34:20
  Speaker 1: our practice to a new patient that's calling in? And
• 34:23
  Speaker 1: I think about your example, what a perfect example Is
• 34:27
  Speaker 1: it also possible that that first office could have maybe
• 34:30
  Speaker 1: provided a great patient experience if the right person answered
• 34:34
  Speaker 1: the phone, but was it right at the lunchtime hour
• 34:37
  Speaker 1: and somebody's running from the back to answer the phone
• 34:40
  Speaker 1: and they're just trying to, who knows? But I think, gosh,
• 34:44
  Speaker 1: it's just so cool to think about what we have
• 34:48
  Speaker 1: at our fingertips if we as business owners take the
• 34:53
  Speaker 1: time to really think investigate what's out there and look
• 34:58
  Speaker 1: at it as a way to improve our processes within
• 35:02
  Speaker 1: our practices without us having to do every single step
• 35:05
  Speaker 1: of it. Listen to every single phone call, sit on
• 35:08
  Speaker 1: that front desk hour on end, listening to everything or
• 35:11
  Speaker 1: all of that.
• 35:13
  Speaker 3: Yeah, again, it all goes back to efficiencies, time saving,
• 35:17
  Speaker 3: and then increased production.
• 35:18
  Speaker 2: I think it all leads to that.
• 35:20
  Speaker 3: And another element of this that we didn't even know
• 35:23
  Speaker 3: was going to happen from this was in that same practice,
• 35:28
  Speaker 3: the team member who was taking the calls and doing
• 35:31
  Speaker 3: the best and was the most pleasant the doctor just
• 35:34
  Speaker 3: finally came in and said, this girl is so good
• 35:37
  Speaker 3: on the phone. She's a rock star. Like everyone needs
• 35:40
  Speaker 3: to like be doing calls like that. Do you know
• 35:41
  Speaker 3: what that did for that team member? Like he just
• 35:45
  Speaker 3: brightened up. She said like, I love working here. Like
• 35:47
  Speaker 3: he acknowledged my effort and my, like who I am
• 35:50
  Speaker 3: as a person.
• 35:51
  Speaker 2: And he's like, I love working here, which that's.
• 35:55
  Speaker 3: Not always the case because it was able to help
• 35:57
  Speaker 3: identify someone doing so well. And then that uplifted that
• 36:01
  Speaker 3: employee too within the practice. And like, it's hard to
• 36:03
  Speaker 3: find good people, right? And if this is another way
• 36:06
  Speaker 3: to identify the wins inside of your practice, take advantage
• 36:09
  Speaker 3: of that.
• 36:10
  Speaker 2: Absolutely. That's just one of those things that, you.
• 36:12
  Speaker 3: Know, was a natural byproduct of implementing AI into the
• 36:16
  Speaker 3: practice was identifying the true contributors to your team, to
• 36:19
  Speaker 3: your practice.
• 36:21
  Speaker 2: What a big win. And we didn't even see that
• 36:22
  Speaker 2: one coming. Right.
• 36:23
  Speaker 1: I think you're so right on that, to think that
• 36:25
  Speaker 1: there is a possibility that this team member might not
• 36:28
  Speaker 1: have been acknowledged or recognized for that had it not
• 36:33
  Speaker 1: been for this AI component of the phone system. They
• 36:36
  Speaker 1: may have been a good employee, but they may not
• 36:39
  Speaker 1: have gotten the recognition that was deserved. And again, to
• 36:42
  Speaker 1: your point, how cool is that, that it just gives
• 36:45
  Speaker 1: us one more way to identify as business owners those
• 36:48
  Speaker 1: wins and and be able to point them out in
• 36:51
  Speaker 1: maybe a way that we would have never even thought. Again,
• 36:53
  Speaker 1: I wouldn't think a phone system with AI is going
• 36:56
  Speaker 1: to help me lean into team longevity, but you know what?
• 37:01
  Speaker 1: It very much probably did so for that employee because
• 37:05
  Speaker 1: they were recognized for something that might have been overlooked
• 37:08
  Speaker 1: had that not been happening in the background.
• 37:10
  Speaker 2: Yeah, absolutely. And I always try to be a pretty
• 37:13
  Speaker 2: positive person.
• 37:14
  Speaker 3: I love hearing those wins and those soft victories. On
• 37:18
  Speaker 3: the inverse of that, though, I think we have identified
• 37:21
  Speaker 3: some cancers, I guess you could say, or some toxic
• 37:25
  Speaker 3: people too that maybe you didn't... It's hard to know
• 37:27
  Speaker 3: what's happening on phone conversations, for sure. And I think
• 37:31
  Speaker 3: it gives you an opportunity to address those ones that
• 37:32
  Speaker 3: aren't going so well and decide what's best for your
• 37:35
  Speaker 3: practice from there too.
• 37:36
  Speaker 2: So I think we see both sides of it.
• 37:38
  Speaker 3: And Hopefully, we're helping the practice create a better culture
• 37:42
  Speaker 3: and create a better experience for the patients.
• 37:45
  Speaker 2: And overall, create and enhance efficiencies. That's the goal again.
• 37:49
  Speaker 1: Yeah, absolutely. Well, I know, Richard, we could just keep
• 37:52
  Speaker 1: talking here because this is something that we're both passionate about.
• 37:56
  Speaker 1: We're passionate about helping practices succeed and find their way
• 38:00
  Speaker 1: towards more production in their practices. And I think this
• 38:03
  Speaker 1: is just, again, as a consultant, I'm always looking at
• 38:06
  Speaker 1: where are leaky buckets in our practices. And Sometimes it's
• 38:09
  Speaker 1: so easy to go, you know, our leaky bucket is
• 38:13
  Speaker 1: we find this in overhead and too much money towards
• 38:16
  Speaker 1: this or that or whatever. And I think that this
• 38:19
  Speaker 1: is a really great reminder that it isn't always in
• 38:23
  Speaker 1: the big things that we think of when we're trying
• 38:25
  Speaker 1: to come up with? How do we increase production? How
• 38:28
  Speaker 1: do we, you know, it isn't just spend more money
• 38:30
  Speaker 1: in marketing. Sometimes it's just investing in the soft skills
• 38:34
  Speaker 1: and with tools that are right at our fingertips or
• 38:37
  Speaker 1: right at our eyes and our ears if we're engaging
• 38:40
  Speaker 1: and using all the tools that we have in front
• 38:42
  Speaker 1: of us.
• 38:43
  Speaker 2: Yeah, I think we all know this in principle.
• 38:45
  Speaker 3: Sometimes it's tough in application, but incremental changes, small and
• 38:49
  Speaker 3: simple things just make the biggest difference in the long run, right?
• 38:52
  Speaker 3: Changing your direction just a few degrees while you're taking
• 38:56
  Speaker 3: flight can either set you off course or on course.
• 38:59
  Speaker 2: So just a couple of these small improvements.
• 39:02
  Speaker 3: That inexpensive and easy to onboard and train on can
• 39:05
  Speaker 3: take your practice to places you never thought before.
• 39:08
  Speaker 2: So I think we're really excited about what we're doing.
• 39:10
  Speaker 3: And we're always open to feedback from our users and
• 39:12
  Speaker 3: from our doctors and from our consultants too. So if
• 39:15
  Speaker 3: you ever want to chat with me or with anyone
• 39:17
  Speaker 3: at Mango, we're always open to hear what you guys
• 39:19
  Speaker 3: have to say.
• 39:19
  Speaker 2: And we always want to get better too.
• 39:22
  Speaker 3: So we'd love to hear from everyone what we could
• 39:24
  Speaker 3: do better and what tools you thought we think might
• 39:26
  Speaker 3: be good for us to try to build as well
• 39:28
  Speaker 3: around the phone and around voice.
• 39:30
  Speaker 1: Yeah, absolutely. So if somebody wants to reach out, what's
• 39:33
  Speaker 1: going to be the best way for them to do that?
• 39:36
  Speaker 2: Yeah, absolutely. Great question.
• 39:37
  Speaker 3: We try to keep it very simple. It's not a
• 39:39
  Speaker 3: complex thing, right? So go to mangovoice.com.
• 39:43
  Speaker 2: There's going to.
• 39:44
  Speaker 3: Be buttons all over the place to say, get started,
• 39:46
  Speaker 3: schedule a call, schedule a demo. One of our solutions
• 39:50
  Speaker 3: consultants will speak with you and figure out if we're
• 39:53
  Speaker 3: a good fit for you or find some areas of improvement.
• 39:56
  Speaker 3: Very easy to get hold of myself. You can shoot
• 39:59
  Speaker 3: me an email. It's rich, R-I-C-H, at mangovoice.com. And I
• 40:03
  Speaker 3: would love to talk to anybody or schedule a call
• 40:05
  Speaker 3: to talk about your practice and see if we can
• 40:07
  Speaker 3: help you out. Or maybe you can help me out.
• 40:09
  Speaker 3: I would always love some help too on my side. Yeah,
• 40:13
  Speaker 3: that's great.
• 40:13
  Speaker 1: That's great. And now a word from the sponsors who
• 40:17
  Speaker 1: make this podcast possible. Hey docs, let's talk about SmileSuite
• 40:24
  Speaker 1: because it's not just another scheduling system. It's a game
• 40:27
  Speaker 1: changer in the world of new patient management. And as
• 40:31
  Speaker 1: a proud SmileSuite partner, I've witnessed the incredible impact it
• 40:34
  Speaker 1: has on practices of all sizes. SmileSuite means your new
• 40:39
  Speaker 1: patient calls and web leads are expertly handled seven days
• 40:42
  Speaker 1: a week, even during nights and weekends. And they offer
• 40:46
  Speaker 1: top-notch customizable presentation software and seamless post-consultation follow-up. It's like
• 40:52
  Speaker 1: having a secret weapon for your practice's success. Curious? Dive
• 40:56
  Speaker 1: into the revolution at GetSmileSuite.com. And don't forget to mention
• 41:01
  Speaker 1: HeyDocs to unlock some extra goodies. Elevate your practice with
• 41:06
  Speaker 1: SmileSuite because every smile deserves a suite of excellence. Well,
• 41:12
  Speaker 1: you know how I like to finish up Hey Docs.
• 41:14
  Speaker 1: We like to finish it up with a little speed round.
• 41:16
  Speaker 1: Are you ready for your speed round challenges this time?
• 41:19
  Speaker 3: I struggled last time, so I'm ready.
• 41:23
  Speaker 2: I'm ready this time.
• 41:25
  Speaker 1: This will be easy. This will be easy.
• 41:27
  Speaker 2: How about this one?
• 41:28
  Speaker 1: What is one daily habit or ritual you think helps
• 41:32
  Speaker 1: you stay productive and balanced?
• 41:34
  Speaker 2: Meditate.
• 41:36
  Speaker 1: Good one.
• 41:37
  Speaker 2: I do a little meditation every day. Didn't used to,
• 41:39
  Speaker 2: but I do now.
• 41:40
  Speaker 1: How about this one? What is your go-to strategy for
• 41:43
  Speaker 1: getting unstuck when you're facing a tough problem?
• 41:47
  Speaker 2: I go to my team members and ask them for
• 41:49
  Speaker 2: their feedback.
• 41:50
  Speaker 3: I ask them. I present the same problem to them
• 41:52
  Speaker 3: and see what they say. Get some other ideas.
• 41:55
  Speaker 1: A little crowdsourcing.
• 41:56
  Speaker 2: I like that. I like that. Okay.
• 41:58
  Speaker 1: And then this will be a fun one.
• 42:00
  Speaker 2: Last one.
• 42:00
  Speaker 1: What is one business idea you've seen recently that you
• 42:04
  Speaker 1: wish you had thought of?
• 42:06
  Speaker 2: Starting a donut shop next to the dental practice down here.
• 42:10
  Speaker 3: It's a really nice one that just started. And it
• 42:14
  Speaker 3: was so smart of them to put it right by
• 42:16
  Speaker 3: the dental practice.
• 42:17
  Speaker 2: Yep.
• 42:18
  Speaker 3: Yep.
• 42:18
  Speaker 1: That's great. That's great. Well, again, Richard, this has been
• 42:22
  Speaker 1: such a pleasure and I just love seeing what Mango's doing.
• 42:25
  Speaker 1: I love seeing how you guys are pushing the envelope
• 42:27
  Speaker 1: beyond just a phone system. I mean, I think you're
• 42:30
  Speaker 1: hitting the needs of our practices and you're just helping
• 42:34
  Speaker 1: us be better business owners and find some of our
• 42:36
  Speaker 1: leaky buckets when it comes to patient communication. So thanks
• 42:40
  Speaker 1: so much for what you guys are doing.
• 42:42
  Speaker 2: Thank you, too. I know you do a lot for
• 42:44
  Speaker 2: the community as well. You guys are always so thoughtful.
• 42:46
  Speaker 3: Consider you have a great team. So thanks again for
• 42:49
  Speaker 3: letting me come on your show and spend some time
• 42:51
  Speaker 3: with you. This is always a great pleasure.
• 42:53
  Speaker 2: Yep.
• 42:53
  Speaker 1: All right. Until next time. Are you ready to start
• 42:57
  Speaker 1: a practice of your own? Need a new fresh set
• 43:00
  Speaker 1: of eyes or some advice on your existing practice? If so,
• 43:04
  Speaker 1: reach out to me, Jill Allen, at www.practiceresults.com. If you
• 43:10
  Speaker 1: like what we're doing here on Hey Docs and want
• 43:12
  Speaker 1: to hear more of this awesome content, be sure and
• 43:15
  Speaker 1: give us a five-star rating on your preferred listening platform
• 43:19
  Speaker 1: and subscribe to our show so you never miss an episode. Remember,
• 43:24
  Speaker 1: new episodes drop every Thursday. See you next week.