Latest / My Dental Playbook / 050 Successfully Go Out of Network Without Losing Patients

Transcript

050 Successfully Go Out of Network Without Losing Patients · My Dental Playbook

• 0:03
  SPEAKER_01: All right, we are live, and we're excited to talk with you guys today because there was a lot of people that we were working with, and the one common denominator that we kept bumping into is insurances were really keeping people trapped.
• 0:16
  SPEAKER_01: Like no matter what the marketing is, no matter what all the strategies are, you get backed into these weird corners because insurance is really dictating what you're doing with your patients, and they're controlling the conversation, even though they don't talk to your patients.
• 0:33
  SPEAKER_01: So we wanted to put together a story and a bunch of resources for you today.
• 0:39
  SPEAKER_01: And what we came up with is our playbook for 2026 to going out of network.
• 0:46
  SPEAKER_01: And Dr.
• 0:47
  SPEAKER_01: Blake actually is out of network, so he doesn't work with any insurances now.
• 0:54
  SPEAKER_01: He's he's not in network with any of them.
• 0:56
  SPEAKER_01: And he actually went from doing 20 new patients a month to over a hundred new patients a month.
• 1:03
  SPEAKER_01: I think you're going to close it in on like 130, which is insane.
• 1:06
  SPEAKER_01: So there's 110 more than what you were at.
• 1:09
  SPEAKER_01: And we're not talking about like it took you a decade to get there, 20 years to get there.
• 1:13
  SPEAKER_01: Took you just over a year to see that kind of growth.
• 1:17
  SPEAKER_01: You're talking about a 6x growth from a new patient standpoint, which is insane.
• 1:21
  SPEAKER_01: Like the spin nuts, the team, the building, like the whole nine yards.
• 1:26
  SPEAKER_01: So tell us a little bit about that story, and then I I want to cover what we're gonna learn about in this course.
• 1:32
  SPEAKER_03: For sure.
• 1:32
  SPEAKER_03: Yeah, so briefly I bought a out of network practice in 2021.
• 1:38
  SPEAKER_03: Um prior to that, I worked as an associate in this practice for about a year and a half, and then the owner and I just kind of switch switched roles in 21.
• 1:47
  SPEAKER_03: So I became the owner, he was the associate.
• 1:50
  SPEAKER_03: He worked with uh he worked with us for about three years in a in a progressively reduced capacity.
• 1:56
  SPEAKER_03: So he was at about three days, then year two is like two and one and a half days, and year three was like one day.
• 2:05
  SPEAKER_03: And so it worked out really well.
• 2:06
  SPEAKER_03: It was a really good transition.
• 2:08
  SPEAKER_03: Um, and then as you guys have heard through the podcasts, is we recently just built out a 6,000 square foot building with 13 ops and a golf simulator, um, and we have a lot of fun with that.
• 2:21
  SPEAKER_03: But um yeah, we we are the the growth journey's been wild, man.
• 2:26
  SPEAKER_03: Like I I thought that we were gonna grow into this space over the next three to four years, and I'm already building out the last operatory that we didn't build because the this past month we've been bumping up into capacity issues where we don't have a chair for the patient.
• 2:43
  SPEAKER_03: And so just been a ton of fun.
• 2:45
  SPEAKER_03: I've learned so, so, so much over this journey.
• 2:49
  SPEAKER_03: Um, and I hope to share some of that over this next hour and a half.
• 2:53
  SPEAKER_01: Absolutely.
• 2:54
  SPEAKER_01: Um, and you've you've done a great job.
• 2:57
  SPEAKER_01: Obviously, like what you've done is really hard, but the thing I love most about you, Dr.
• 3:01
  SPEAKER_01: Blake, is that you share the good of the and the bad.
• 3:04
  SPEAKER_01: And so I know that we're gonna be talking about things that have worked, things frankly that haven't worked, and ways that you know that uh I it's like what's the quote from Thomas about Thomas Edison?
• 3:15
  SPEAKER_01: It was like he learned how to not build a light bulb a hundred times, right?
• 3:20
  SPEAKER_01: Like he had he had all these iterations of how not to do it, and so that's part that's part of the process is going through and making mistakes, picking the wrong choice, learning how not to do things.
• 3:30
  SPEAKER_01: And today we're gonna give you like the good stuff.
• 3:33
  SPEAKER_01: If you implement these things, you will grow.
• 3:36
  SPEAKER_01: Like without a doubt.
• 3:38
  SPEAKER_01: So um let's jump into that.
• 3:41
  SPEAKER_01: Uh, first, though, before we do, I want to thank our sponsor, Cherry.
• 3:44
  SPEAKER_01: They sponsor our podcast, but they they they it's not like we just picked a sponsor, like, hey, hopefully they'll sponsor us.
• 3:51
  SPEAKER_01: Like Dr.
• 3:51
  SPEAKER_01: Blake and I talk about them all the time.
• 3:54
  SPEAKER_01: And so we talked to them and said, hey, would you guys mind sponsoring our podcast?
• 3:58
  SPEAKER_01: Because we talk about you guys all the time.
• 4:00
  SPEAKER_01: And they were like, Absolutely.
• 4:01
  SPEAKER_01: So thank you to them.
• 4:03
  SPEAKER_01: Without them, we wouldn't be able to do these kind of events.
• 4:05
  SPEAKER_01: And then uh let's go over what we're going to learn.
• 4:09
  SPEAKER_01: What we're gonna learn.
• 4:10
  SPEAKER_01: Number one is why PPO write-offs are destroying your growth.
• 4:14
  SPEAKER_01: And Dr.
• 4:15
  SPEAKER_01: Blake has a very unique and interesting take on this that I think will help you.
• 4:19
  SPEAKER_01: Um, the marketing strategy to be successful out of network, um, you got to do more marketing if you want to grow.
• 4:27
  SPEAKER_01: That's typically um just the the short of it.
• 4:31
  SPEAKER_01: But also the long of it is there's specific strategies that you're gonna be able to track the right kind of patients.
• 4:36
  SPEAKER_01: How to handle insurance questions on the phone, which is a big roadblock.
• 4:41
  SPEAKER_01: Most practices don't understand that they are losing 20, 30, 40% of their patients because they're just not handling the question correctly.
• 4:49
  SPEAKER_01: So there's simple scripting for that.
• 4:51
  SPEAKER_01: Um, team language that increases case acceptance.
• 4:55
  SPEAKER_01: So Dr.
• 4:55
  SPEAKER_01: Blake's gonna be talking a lot about that one.
• 4:58
  SPEAKER_01: And then how to present treatment without insurance getting in the way.
• 5:02
  SPEAKER_01: So uh there's actually some tricks and some scripting that you can use where the patient stops caring as much about the insurance and they start caring more about their overall dental health, and I think that's key.
• 5:13
  SPEAKER_02: Yeah.
• 5:14
  SPEAKER_01: And then how AI reduces workload and improves patient experience.
• 5:18
  SPEAKER_01: So AI is here and it's working and it's being increased more and more and more.
• 5:23
  SPEAKER_01: And then how financing and membership plans uh replace PPO dependence.
• 5:27
  SPEAKER_01: Okay?
• 5:28
  SPEAKER_01: Any any thoughts before we move on, Dr.
• 5:30
  SPEAKER_01: Blake?
• 5:30
  SPEAKER_03: No, this is gonna be great.
• 5:32
  SPEAKER_03: I can't wait.
• 5:34
  SPEAKER_01: So why this matters right now, so re reimbursements are declining.
• 5:38
  SPEAKER_01: Um, I just talked to a doctor in I forget which state it was, and we were talking about the Delta Dental and what he was getting paid on a crime.
• 5:46
  SPEAKER_01: He was just like, this is insane.
• 5:47
  SPEAKER_01: Like it literally makes no business sense for me to be doing this anymore.
• 5:52
  SPEAKER_01: Like even to be a dentist anymore if I'm gonna be in a network like this.
• 5:55
  SPEAKER_01: Um lab costs are going up and they're gonna continue to climb.
• 5:58
  SPEAKER_01: I mean, materials, all the tariffs and all these things of all the imports that make all the dental supplies, those are all going up, everything's going up in cost.
• 6:07
  SPEAKER_01: Uh competition is increasing, so everybody's like, oh, like right now, everybody's like, Dr.
• 6:13
  SPEAKER_01: Blake's experience this in his market, he had a little pocket there where not a lot of people were really marketing aggressively, and then he full court pressed, and guess what everybody else decided to do?
• 6:22
  SPEAKER_01: Full court press.
• 6:23
  SPEAKER_01: Like you he literally sees it and you can see it everywhere.
• 6:26
  SPEAKER_01: It's all across the country.
• 6:27
  SPEAKER_01: People are like, oh, who's gonna get the who's gonna be the number one dentist in this little market right here?
• 6:33
  SPEAKER_01: And then um the practices winning right now, control pricing, experience, and demand.
• 6:39
  SPEAKER_01: You have to control those three things.
• 6:41
  SPEAKER_01: You have to control your pricing, you have to control your experience, and you have to control your plan.
• 6:45
  SPEAKER_01: And then the hidden costs of PPOs.
• 6:48
  SPEAKER_01: Why don't you why don't you talk about this one, Dr.
• 6:50
  SPEAKER_01: Blake?
• 6:50
  SPEAKER_01: Why don't you dive into um what you're seeing here?
• 6:55
  SPEAKER_03: Yeah, so we we uh I think we talked about this on our last podcast, but we went in network at the very beginning of our of our journey to try to solve the new patient flow problem.
• 7:08
  SPEAKER_03: And the thing that we found was the amount of write-offs was just it was insane.
• 7:14
  SPEAKER_03: Man, like literally, I think within three or four months of being in network with with just a few insurances, like very, very minimal.
• 7:23
  SPEAKER_03: And we intentionally went a network with the insurances that made up less less than 10% of our practice.
• 7:30
  SPEAKER_03: Yep.
• 7:31
  SPEAKER_03: And we were writing off$40,000,$50,000,$60,000 in dentistry, and I was like, this is nuts, we're not doing this.
• 7:38
  SPEAKER_03: We're uh we're gonna just spend that money on marketing.
• 7:42
  SPEAKER_01: Yeah, and then what what are your thoughts on uh the offices that feel really busy but they're not getting ahead?
• 7:50
  SPEAKER_03: Yeah, and I hope we talk about this later too, but I think I think that's easily solved with block scheduling.
• 7:56
  SPEAKER_03: It's really easy to say yes to patients for post ops, for us bite adjustments, stuff like that, where you have to really control your schedule to understand how you can still be profitable and give people a really good experience in your office.
• 8:11
  SPEAKER_01: Yep.
• 8:12
  SPEAKER_01: And then lastly, um it feels good when you have the patients walking through your door from the PPO insurances, right?
• 8:19
  SPEAKER_01: Like you're like, okay, we got patient flow.
• 8:22
  SPEAKER_01: But then that's where it ends, right?
• 8:23
  SPEAKER_01: It's like drugs almost, all right?
• 8:25
  SPEAKER_01: Like, yeah, do drugs make you feel good in the moment?
• 8:28
  SPEAKER_01: Sure.
• 8:28
  SPEAKER_01: But there's a lot of payment and damage on the back end that it does.
• 8:32
  SPEAKER_03: Yeah, and I I I don't remember if you told me this or someone else said it, but what I found was insurances do not drive patients to your practice.
• 8:41
  SPEAKER_03: They're they are not marketing, they just help people when they are in your practice.
• 8:45
  SPEAKER_03: So that's what we that's what we found was we went and networked, but we did not see an increase in patient volume because insurances are not out there telling patients to go specifically to your practice.
• 8:56
  SPEAKER_01: They're calling, the patients are calling people and saying, hey, and the the dental the dental world is so bad at dealing with these questions that they the average I think the average patient ends up calling like ten dental offices or something like that before they find the one to go to, and it's just because people don't know how to respond to it correctly.
• 9:13
  SPEAKER_01: So okay, so let's let's dive into what write-offs actually cost you.
• 9:19
  SPEAKER_01: So lost revenue, lost time, lost production opportunities because you're not treating the patient, you're treating the insurance, lost ability um to invest in growth.
• 9:34
  SPEAKER_01: So what are what are you seeing on on your side of that, Dr.
• 9:39
  SPEAKER_01: Blake?
• 9:40
  SPEAKER_01: Like when did the light turn on for you?
• 9:50
  SPEAKER_03: Which in our in our office, it didn't really do much.
• 9:53
  SPEAKER_03: Um it didn't add, like we just talked about, it didn't really add volume to us.
• 9:56
  SPEAKER_03: It just we basically were just giving those same patients a discount, which wasn't fun to do.
• 10:02
  SPEAKER_03: Um but I want to kind of double-click on the um on the lost production opportunities.
• 10:08
  SPEAKER_03: I I believe, and over this past year of really building out a marketing plan with you guys and SMC, is these these patients that are coming in now, they do not care about what their insurance covers because they don't have insurance.
• 10:23
  SPEAKER_03: And instead, what they have is is our membership plan.
• 10:26
  SPEAKER_03: And these patients, like my biggest goal is to get people to do the most amount of dentistry in one appointment.
• 10:33
  SPEAKER_03: Yeah.
• 10:34
  SPEAKER_03: Like that that is how you become the most profitable.
• 10:37
  SPEAKER_03: For sure.
• 10:38
  SPEAKER_03: Yeah, of course.
• 10:39
  SPEAKER_01: I know I already know some dental people just want to be like, you're just out here just doing all the dentistry.
• 10:43
  SPEAKER_01: It's like people need dentistry, the dentistry that they need.
• 10:46
  SPEAKER_03: So when you when you hear me speak, you have to assume all the all the assumables, right?
• 10:50
  SPEAKER_03: So yes, patience, getting people to do the most amount of dentistry that they need in one appointment.
• 10:56
  SPEAKER_03: That is be that is how you become the most profitable.
• 10:59
  SPEAKER_03: When you do one crown, one Cerak crown for two hours, you s you make money on that.
• 11:04
  SPEAKER_03: But not as much as if you make if you do three crowns in two and a half hours, right?
• 11:09
  SPEAKER_03: And all of that money per time block is infinitely more profitable than if you just do one crown, one crown, one crown, right?
• 11:18
  SPEAKER_03: Yep.
• 11:19
  SPEAKER_01: So there's a big fear in that because um, let's be honest, okay, this is the part that most people don't talk about in the whole going on a network thing on Facebook, is that it's very easy to do marketing, it's very easy to to have poor phone conversion, it's very easy to have not a lot of good, you know, uh scheduled times, and not a great TC and not a great treatment coordinator.
• 11:43
  SPEAKER_01: If you're in network and all you're doing is just treating the insurance, then it's it's like uh okay, it's fine.
• 11:50
  SPEAKER_01: And then what happens is people are like, Well, I want to drop these insurances.
• 11:54
  SPEAKER_01: Well, you have to actually level a lot of those areas up.
• 11:57
  SPEAKER_01: You have to get better at it, and it's harder, right?
• 12:00
  SPEAKER_01: It's harder, but it's more rewarding, and at the end of the day, the patients actually like you more.
• 12:06
  SPEAKER_01: You give the patients what you what they want from the insurance thing, they end up not liking you because everything feels like a scam to them.
• 12:13
  SPEAKER_01: Because you because they kind of feel that like, wait, so does my insurance cover it?
• 12:18
  SPEAKER_01: And they're in we were wash wishy washing how we're explaining it because we don't really understand it right, and we're waiting with the insurance at this, that, and we're acting as a middleman, but when we stop acting as a middleman and we start acting as the lead charge on like, no, this is your dental health, and I'm the dental professional, and this is how we're gonna help you get to where you need to go health-wise, everything changes.
• 12:40
  SPEAKER_01: Everybody loves it more.
• 12:41
  SPEAKER_01: Your team loves it more, the doctor loves it more, the patient loves it more.
• 12:44
  SPEAKER_01: Insurance is the loser in that scenario.
• 12:47
  SPEAKER_03: Yeah, and when you when you think about what is actually gonna grow your your dental practice, and it's it it all hinges and starts with Google reviews.
• 12:56
  SPEAKER_03: When you have to when you have to lean into these things of like, how am I gonna how am I gonna respond to a patient that just wants to utilize their insurance, or how do I respond to these objections?
• 13:07
  SPEAKER_03: When you get better and better and better and better at these, it actually improves the patient experience for all the reasons you just mentioned.
• 13:15
  SPEAKER_03: And then you get more Google reviews, and then you get more referrals.
• 13:17
  SPEAKER_01: Compounding.
• 13:18
  SPEAKER_03: Yeah, it just it's like it's a it's a snowball.
• 13:22
  SPEAKER_03: And when you have when you when you force yourself to double click on these things, it changes your practice in so many other ways that you never even imagine because you just get better in in so many different realms.
• 13:34
  SPEAKER_01: Yeah, and and with insurances you're getting worse at everything, including your clinical skills, because you're not doing as much dentistry.
• 13:42
  SPEAKER_01: You're so you're not getting naturally i if someone's doing three or four crowns on every single patient versus somebody who's just doing one, like who's gonna get better at dentistry faster?
• 13:50
  SPEAKER_03: Well, it allows you to get lazy.
• 13:52
  SPEAKER_03: Like you you you can't you can you can always get the single crown to say yes to the single crown, but you can't get them to say yes to four crowns at once.
• 14:02
  SPEAKER_03: And that when you can do that, you've mastered that skill.
• 14:06
  SPEAKER_01: Yeah.
• 14:06
  SPEAKER_01: Yep, and then so now you're doing more dentistry, which you're getting you're improving your dental skills now too, right?
• 14:11
  SPEAKER_01: Like your actual clinical skills.
• 14:12
  SPEAKER_01: So your communication skills go up, your clinical skills go up, everything is growing in the right direction.
• 14:18
  SPEAKER_01: And like you said, I love the way that you said that.
• 14:20
  SPEAKER_01: You are actually going to level, and that's what we're going to talk about today.
• 14:24
  SPEAKER_01: You're actually leveling up your whole practice.
• 14:27
  SPEAKER_01: Not just the the the the part on do you do you take my insurance here that your insurance covers this.
• 14:34
  SPEAKER_01: And that's that literally just puts you in a worse spot because insurances keep paying you less.
• 14:40
  SPEAKER_01: You have to figure out how to operate a business on less and less margin.
• 14:43
  SPEAKER_01: That's hard.
• 14:44
  SPEAKER_01: That's really in any business, not just in dental.
• 14:47
  SPEAKER_01: If I said, hey, you get this much money and every year you're gonna take a little bit less home and a little bit less profit, making the same amount of money and doing the same amount of work with inflation and with all those things still happening, that's super hard to manage.
• 15:02
  SPEAKER_01: So that's where the stress, that's where the anxiety comes from.
• 15:05
  SPEAKER_03: It's critical to do this before you go out of network too.
• 15:08
  SPEAKER_03: Because if you do it, if you go out of network and then try to do this, you're gonna all your mistakes are gonna be in these people that you lose.
• 15:15
  SPEAKER_03: Whereas if you just stay in network and you try to you try to improve these things day after day, hour after hour, minute after minute, you'll get progressively better to where you can afford to go out of network.
• 15:26
  SPEAKER_03: Yes.
• 15:27
  SPEAKER_03: And these patients are gonna stick around.
• 15:28
  SPEAKER_01: Yep.
• 15:29
  SPEAKER_01: Okay, so let's let's talk let's talk through this a bit more into the weeds.
• 15:32
  SPEAKER_01: So I know this is your favorite one right here.
• 15:36
  SPEAKER_01: Shift right off into acquisition.
• 15:37
  SPEAKER_01: Now, I can talk about this, but everybody's just like, yeah, Gary, whatever, you're a marketing guy, of course you say that.
• 15:43
  SPEAKER_03: Yeah, let me let me share exactly what I did, and I'm happy to be open about this.
• 15:47
  SPEAKER_03: So when I started with you guys my first month, uh I spent$5,000 on marketing, and that felt relatively big.
• 15:55
  SPEAKER_03: Up to that point, I had spent$1,500,$3,000.
• 15:59
  SPEAKER_03: I had never spent$5,000 a month on marketing, but I was one I was committed to making this work, and I was like, if I'm going to see if these people can actually do what they say they're gonna do, I want to give them every opportunity.
• 16:13
  SPEAKER_03: And you guys said if y'all if you give me five grand, we'll make it happen.
• 16:17
  SPEAKER_03: And I was like, all right, let's give it a go.
• 16:18
  SPEAKER_03: But I did tell you you got one month.
• 16:21
  SPEAKER_01: You know, I was like, which is okay, so all the other stuff is really good.
• 16:24
  SPEAKER_01: Don't do that.
• 16:25
  SPEAKER_01: Like a good strategy marketing company.
• 16:28
  SPEAKER_01: Like you gotta give it a little bit more time, but yeah, yeah.
• 16:31
  SPEAKER_03: Yeah, but they they made it happen.
• 16:32
  SPEAKER_03: So, anyways, we went from five grand to I think the first month, we went from averaging like 20 new patients a month to we had fifty-nine new patients, I believe it was.
• 16:44
  SPEAKER_03: And so I was like, oh my gosh, this actually is working, here we go.
• 16:47
  SPEAKER_03: So the next month I said, okay, I'm gonna give you$7,500, I believe is what it was, and numbers went up.
• 16:54
  SPEAKER_03: The next month, okay, we're gonna go to like 9,000, same thing, boom.
• 16:58
  SPEAKER_03: And in the back of my mind, I knew I had like 40, 30, 40 grand to play with because otherwise I'd be losing it in write-offs.
• 17:07
  SPEAKER_03: Yeah.
• 17:07
  SPEAKER_03: So all I was doing was just seeing, okay, at what point does this break at at a time?
• 17:12
  SPEAKER_01: So walk through that, walk through the write-off math real quick, just so everybody because a lot of times I think people ignore that.
• 17:19
  SPEAKER_03: Yeah, so I think it's it's fairly common knowledge, but if you if you operate your business off of true production, then you're you're living in a world that doesn't exist.
• 17:31
  SPEAKER_03: You have to operate off of really collections, but adjusted production is is what you have to go off of.
• 17:38
  SPEAKER_03: And so when you're in network, you have a lot of write-offs which go against your adjusted production.
• 17:42
  SPEAKER_03: So you might produce a million dollars a year, but your adjusted production might be six hundred thousand dollars a year.
• 17:48
  SPEAKER_03: And so that's really that's really all that matters in what is collectible.
• 17:53
  SPEAKER_03: And so when you have four four hundred thousand dollars of a of difference, whatever that comes out to over 12 months, that's what you really could have actually just spent on marketing to see if you could get up to$700,000,$800,000,$900,000 of actual collectible money.
• 18:10
  SPEAKER_01: So the way that I think about it is normal marketing, like if you work with somebody like me or some uh a marketing agency, you're paying for marketing up front.
• 18:19
  SPEAKER_01: And there's the the risk, reward on that one is you are either it either works or it doesn't work, but you're paying up front for it.
• 18:28
  SPEAKER_01: Where the insurance game is you're paying on the back end, so you're gonna actually do all you're not gonna pay anything.
• 18:34
  SPEAKER_01: It's like groupon.
• 18:35
  SPEAKER_01: You don't do anything, you get patients in, and then how much are we gonna write off and give back for the work that we already did?
• 18:42
  SPEAKER_01: And that that money you're writing off isn't nothing because you did the work.
• 18:47
  SPEAKER_01: You paid for the lights, you paid for the rent, you paid for the insurance, you paid for the staff.
• 18:50
  SPEAKER_01: Like that all is something.
• 18:52
  SPEAKER_03: Um it's definitely good goodness gracious, like psychologically, it killed me.
• 18:58
  SPEAKER_03: I was like, oh my gosh, we produced this, but we got paid.
• 19:02
  SPEAKER_03: How does this work?
• 19:03
  SPEAKER_03: You know what I mean?
• 19:04
  SPEAKER_03: And I was just like, We're we're just gonna spend the money.
• 19:06
  SPEAKER_01: Insurance people that run insurance companies are very smart.
• 19:08
  SPEAKER_01: We'll just say that.
• 19:09
  SPEAKER_01: For sure.
• 19:10
  SPEAKER_01: The oldest businesses in the world that have lasted the longest are insurance companies because they sell something, they sell uh something that's probably not gonna happen, or if it does, it's in the future.
• 19:20
  SPEAKER_01: So they got a lot of money.
• 19:21
  SPEAKER_01: Um okay, so let's talk about shifting your write-offs into membership plans.
• 19:26
  SPEAKER_03: Yeah, um, so kind of like what we already hit on when you when you build a patient base that isn't strictly thinking about what their insurance covers.
• 19:36
  SPEAKER_03: And some of that too is gonna be when you go out a network, patients are gonna understand that not everything that they pay for or everything that they get is gonna be completely covered.
• 19:46
  SPEAKER_03: Now, you um a lot of t sometimes it is, and sometimes it's not, and but they they start to be conditioned in a different way.
• 19:54
  SPEAKER_03: But these these new patients they come in and you spend the money on the marketing, they come in with no insurance, and they already believe dentistry is expensive because it is.
• 20:03
  SPEAKER_03: And then they decide, okay, well, if I'm going to be a part of a practice, which practice do I want to be?
• 20:10
  SPEAKER_03: Be in.
• 20:10
  SPEAKER_03: And what we try to do is make the membership plan so attractive that they can't say no to it.
• 20:16
  SPEAKER_03: We want them we want every single patient without insurance to be a part of our membership plan so that when they come in, they feel like they're getting a discount.
• 20:24
  SPEAKER_03: We want them to feel like they have insurance.
• 20:27
  SPEAKER_03: Now, we all know membership plans can't be insurance and all that stuff.
• 20:31
  SPEAKER_03: But that's how we talk to them about it.
• 20:33
  SPEAKER_03: It's insurance within our office.
• 20:34
  SPEAKER_03: It allows you to get a discount on the treatment that you that that we recommend so that it's less expensive for you.
• 20:42
  SPEAKER_01: Yeah, so the thing I love about membership plans, uh basically these insurance, non-insured patients that are coming into your practice, they make up a big portion of patients.
• 20:54
  SPEAKER_01: And it's different everywhere, right?
• 20:55
  SPEAKER_01: It might be 20%, it might be 30%, it might be as high as 50% of your patients are coming in with uh without insurance.
• 21:01
  SPEAKER_01: However, they're still greatly influenced by insurance.
• 21:05
  SPEAKER_01: It's it's like they they almost feel shame in that they don't have dental insurance, and they literally I've listened to thousands of phone calls in this.
• 21:12
  SPEAKER_01: They say, Man, uh yeah, I got a problem, but I don't have dental insurance.
• 21:17
  SPEAKER_01: And what they're be the reason they talk that way is because the dental insurance companies have done a really good job of educating people on insurance, and it makes everybody think that the kind of insurance that they have on their dentistry is like their house or their car.
• 21:32
  SPEAKER_03: Or they're medical.
• 21:33
  SPEAKER_01: Or they're medical, yeah.
• 21:35
  SPEAKER_01: So we all know if my house burns down, the bank makes me have a certain amount of insurance on my house, I'm good.
• 21:42
  SPEAKER_01: Like I'm totally covered.
• 21:44
  SPEAKER_01: Um if my car, if I run my car into a wall and I total it, I already know I'm good.
• 21:49
  SPEAKER_01: Like I cut it, my insurance is good, it's covered, I get a new car.
• 21:53
  SPEAKER_01: Everybody thinks that's how dental insurance works, but it doesn't.
• 21:57
  SPEAKER_01: So it's and now are we gonna change everybody's Mind on that?
• 22:00
  SPEAKER_01: Of course not.
• 22:01
  SPEAKER_01: Like that's too big of a job.
• 22:02
  SPEAKER_01: The way I think about it is like I have little kids, Dr.
• 22:05
  SPEAKER_01: Blake, you do too.
• 22:06
  SPEAKER_01: When we put them down for naps, they have blankies.
• 22:09
  SPEAKER_01: And there's specific blankies that have been drooled on and that smells a certain way, and that they have to have that blanky when they go to bed.
• 22:16
  SPEAKER_01: Now I could say that blankey's nasty and we gotta take it away and I gotta go give you a new blanky, but they don't want the new blanky.
• 22:24
  SPEAKER_01: They want the that blanky or whatever the thing is, right?
• 22:26
  SPEAKER_01: And and we don't negotiate with terrorists, right?
• 22:29
  SPEAKER_01: So it's easier just to be like, look, here's your blanky, that's fine, we're not gonna fight over this, right?
• 22:34
  SPEAKER_01: So um that's how it is with these uninsured patients.
• 22:38
  SPEAKER_01: There's no reason in trying to re-educate them on insurance.
• 22:41
  SPEAKER_01: What you want to do is meet them where they're at and say, hey, we actually have a lot of patients here that don't have insurance, and we actually have a membership plan for you.
• 22:49
  SPEAKER_01: We'll explain it all when you get in.
• 22:51
  SPEAKER_01: And once you they get to treatment and once they see the discounts, and once they see that there's it's it's affordable and they get two cleanings, they stay with your office and they love you because what you gave them what they didn't have.
• 23:04
  SPEAKER_01: And it's just it's it's remarkable, really.
• 23:07
  SPEAKER_03: The other beautiful thing about membership plans is is what what I've found with um with things that we get frustrated with, we don't get frustrated with things that we see coming.
• 23:17
  SPEAKER_03: We get frustrated with things that we don't know are coming.
• 23:20
  SPEAKER_03: Yeah.
• 23:20
  SPEAKER_03: And how often as as dentists have we prepped the crown and the the insurance says no, it needed to be a fill filling, and so we're not paying for it.
• 23:30
  SPEAKER_03: And so those are those are perfect opportunities to talk about your membership plan and why it's helpful.
• 23:36
  SPEAKER_03: Because it the we are we are the insurance company.
• 23:39
  SPEAKER_03: We we are determining that it is up to standard to do a crown on this tooth, and you're not gonna get a bill after this.
• 23:47
  SPEAKER_03: You're gonna know exactly what you're gonna pay, and we're all gonna move on from this.
• 23:51
  SPEAKER_03: But the insurance company, the insurance company just surprises everybody, the practice, the patient, everybody, and you're you're left standing there saying, What the heck?
• 24:00
  SPEAKER_03: What do we do now?
• 24:00
  SPEAKER_01: Yeah, have you ever seen the movie Incredibles where the uh the dad's in his office because he works in an insurance place, and the little old lady's like, I don't know how to uh my house, da da da, and he goes, Here's what you do fill out this form, tell him this, do this, do he like literally gives her all these convoluted steps.
• 24:19
  SPEAKER_01: Insurance companies are confusing as a feature, not a bug.
• 24:24
  SPEAKER_03: Oh, yeah.
• 24:24
  SPEAKER_01: It's a feature, it's actually set up that way on purpose, and so they want to confuse you and they want to throw you curveballs and they want to do all those kind of things.
• 24:31
  SPEAKER_01: So that's why patients fill it, but they take it out on the dentist instead of taking it out on the right person because of the way our offices are structured, and then you kind of just have to take it on the chin, and that's not good.
• 24:43
  SPEAKER_01: So I let's talk about um shifting write-offs into financing.
• 24:48
  SPEAKER_01: This one, this so marketing's important, you gotta have it.
• 24:52
  SPEAKER_01: Membership plans gotta have it.
• 24:54
  SPEAKER_01: I think financing is the one thing that like 99% of dentists are doing wrong, and if you do it properly, um it will absolutely change your practice and give you a competitive advantage that's just like you have over everybody, maybe for the next year or two.
• 25:10
  SPEAKER_03: Yeah.
• 25:11
  SPEAKER_03: Our our practice categorically changed when we started including financing options on our financial menu versus using the open dental uh presentation or the uh open dental treatment module or whatever.
• 25:25
  SPEAKER_03: We um in our our first podcast, I think, has the financial menu that we've used in the that that we've got.
• 25:33
  SPEAKER_01: We actually we'll we'll actually talk about that today.
• 25:34
  SPEAKER_01: That's in our notes to share with everybody.
• 25:37
  SPEAKER_03: Um so the financial menu it it leads with financing versus tries to capture financing at the end.
• 25:44
  SPEAKER_03: We tell patients that their treatment is$2,000 or as little as$100 a month, which of these two options works best for you?
• 25:51
  SPEAKER_03: And when you do that, it gives people opportunity, it gives them hope.
• 25:55
  SPEAKER_03: When they hear$2,000, they they leave.
• 25:59
  SPEAKER_03: I can't tell you the amount of phone calls that I've audited from our team who is still working on this, and a patient calls and they do everything and they say, Well, we've got free console.
• 26:08
  SPEAKER_03: Yeah, yeah, yeah.
• 26:09
  SPEAKER_03: Well, how much is how much is a crown?
• 26:11
  SPEAKER_03: Well, in our office it can be as little as$1,500 or$2,000.
• 26:16
  SPEAKER_03: And every only every single time the patient goes, Oh, okay, well, let me check my schedule and I'll call you back.
• 26:23
  SPEAKER_03: Yeah, yeah, yeah.
• 26:23
  SPEAKER_03: Click.
• 26:24
  SPEAKER_03: Yeah.
• 26:24
  SPEAKER_03: We lost it.
• 26:25
  SPEAKER_01: We're gonna give them this, we're gonna give them the screen on that too.
• 26:28
  SPEAKER_03: Yeah.
• 26:28
  SPEAKER_03: But all that being said, when you can lead with in our office, it's a as little as$100 a month.
• 26:35
  SPEAKER_03: How does that work for you?
• 26:36
  SPEAKER_03: Most of the time, patients can do that.
• 26:39
  SPEAKER_01: Yeah.
• 26:40
  SPEAKER_01: Yeah.
• 26:40
  SPEAKER_01: No one, no one, no one uh is ever surprised in a positive way about how cheap dentistry is or how affordable dentistry is.
• 26:49
  SPEAKER_01: No one.
• 26:49
  SPEAKER_01: Like, I don't care how much money they have.
• 26:51
  SPEAKER_01: When you're like, oh, for all this dentistry you need to do, it's X amount of thousands of dollars.
• 26:56
  SPEAKER_01: They every patient always thinks it's like 5x less than that.
• 26:59
  SPEAKER_01: And that's just it marketing's the same way.
• 27:02
  SPEAKER_01: I never dentists always come to me and they're like, What?
• 27:06
  SPEAKER_01: That's a lot of money.
• 27:07
  SPEAKER_01: I'm like, dude, this is what it costs to be competitive.
• 27:09
  SPEAKER_01: Like, let me work back the numbers with you.
• 27:11
  SPEAKER_01: This is why it is the way that it is.
• 27:13
  SPEAKER_01: Because it's like a competition thing, but uh but dentistry is the same way.
• 27:17
  SPEAKER_01: So, okay, so now let's um let's jump into what changes when you leave PPO.
• 27:22
  SPEAKER_01: So no more competing on price.
• 27:25
  SPEAKER_01: Yep.
• 27:26
  SPEAKER_01: Um, you're now competing on trust, expertise, and experience, which I really think every single dentist, they don't want to be the price leader.
• 27:34
  SPEAKER_01: No one wants to be the price leader.
• 27:36
  SPEAKER_01: Everybody wants to be like, hey, I'm a dentist, I graduated from school, this is what I do, and I'm awesome at it.
• 27:42
  SPEAKER_01: But the the part that they always forget about that is that the dentist is the last stop on the train of trust, and there's like 40 stops on the way that lead to them trusting you, the patient that is, or not trusting you.
• 27:56
  SPEAKER_01: So we're we're gonna talk about that, and then we're gonna talk about qua quality over quantity and how that really impacts a practice and how to think through that and how to make sure that you're not putting up roadblocks to get the right kind of patients into your office.
• 28:11
  SPEAKER_01: And then uh most importantly, and we'll we'll dive deep into this, and Dr.
• 28:16
  SPEAKER_01: Blake's gonna give you the exact scripting that he uses, how to treat the patient, not the insurance.
• 28:21
  SPEAKER_01: And no one admits this, but I feel like a huge swath of dentists in the dental world are treating insurance patients, they're treating the insurance, they're not treating, they're not helping the patient.
• 28:33
  SPEAKER_01: And they want, I think they want to help the patient, they just don't have the tools.
• 28:36
  SPEAKER_01: Um so they end up just doing whatever the insurance covers.
• 28:39
  SPEAKER_01: So we'll be talking about that.
• 28:41
  SPEAKER_01: So let's dump into um going out a network marketing engine.
• 28:46
  SPEAKER_01: So first thing is internal marketing.
• 28:48
  SPEAKER_01: So, what is internal marketing?
• 28:50
  SPEAKER_01: Well, with AI and all the different things that are coming down the pipeline, I really look like at like basically internal marketing is anything that happens once the phone's picked up.
• 29:00
  SPEAKER_01: Because you are either gonna be win the patient or you're gonna lose the patient on internal marketing, both on the phone, how quickly you schedule them, how long they wait in your uh lobby, how nice your team is to them on the way to the chair, all those kind of things, um, how you interact with them as the doctor, as the hygienist, as the treatment coordinator, and then did we get them scheduled to the next appointment?
• 29:26
  SPEAKER_01: And then did we get them back to the next appointment, etc.
• 29:30
  SPEAKER_01: etc.
• 29:30
  SPEAKER_01: And all of that is all internal marketing.
• 29:33
  SPEAKER_01: And if you don't have your internal journey down, then you are gonna be in big trouble.
• 29:38
  SPEAKER_01: Like you had like nothing I'm gonna say is gonna work.
• 29:42
  SPEAKER_01: And we work with our clients on this, but there are other consultants out there that do this.
• 29:47
  SPEAKER_01: Like, you need to smooth out your patient journey.
• 29:50
  SPEAKER_01: So that's the first thing in marketing is having a smooth patient journey.
• 29:54
  SPEAKER_01: Now, how do you know if you have a smooth patient journey?
• 29:57
  SPEAKER_01: Dr.
• 29:57
  SPEAKER_01: Blake, like for you, you've worked on your patient journey a lot.
• 30:00
  SPEAKER_01: What does that look like as you've as you've built that out over over time?
• 30:06
  SPEAKER_03: Yeah, I think there's there's two things that we kind of look at is the the frequency and the amount of Google reviews that we get.
• 30:13
  SPEAKER_03: So if if if we go two weeks without getting a review, that's a problem.
• 30:18
  SPEAKER_03: We should be getting one, two, three Google reviews per day of people just amazed at the experience that they had in their practi in our practice.
• 30:26
  SPEAKER_03: But number two is is the uh the vibe that we have in our practice.
• 30:32
  SPEAKER_03: Like we we all know that there's days we walk in and everything's dead, and then there's days when everybody's laughing and cheerful.
• 30:39
  SPEAKER_03: And the reason that sometimes we walk in and there's there's lack of energy is because everybody's feeling the drag that is holding the business back.
• 30:50
  SPEAKER_03: And if if these people can run, they are very, very skilled.
• 30:54
  SPEAKER_03: I have found that most people really, really, really want to do a great job, but it's the drag within our business that holds them back.
• 31:01
  SPEAKER_03: They're told, oh no, you're not allowed to do that.
• 31:04
  SPEAKER_03: You're you're incapable of doing that.
• 31:06
  SPEAKER_03: Well, what if we gave them that opportunity to have that great experience with the patient so that the experience is way better and it helps that total flow?
• 31:15
  SPEAKER_03: So those are the kind of the two things that I look at.
• 31:17
  SPEAKER_01: Yeah, I love that.
• 31:18
  SPEAKER_01: For me, it's uh I use data because I'm outside the office, so I that's the only thing I have, right?
• 31:22
  SPEAKER_01: So Dr.
• 31:23
  SPEAKER_01: Blake's talking a lot about the filling and the things that you're seeing and touching, which is very, very strong.
• 31:29
  SPEAKER_01: It's a it's a great indicator to are you doing a good job, are you not?
• 31:33
  SPEAKER_01: And a lot of that revolves around team culture too.
• 31:35
  SPEAKER_01: So marketing doesn't solve bad team culture if you're if your team's mean to each other and they're mean to a patient, it's like marketing isn't gonna work either.
• 31:42
  SPEAKER_01: So like all these things tie together.
• 31:44
  SPEAKER_01: But for me, it's like, okay, the average missed uh call rate in dental right now is 35%.
• 31:51
  SPEAKER_01: So 30 uh for me, if you call 10 dentists right now in your market in the middle of the day and on on a on a Tuesday, so everybody's open at 10 a.m.
• 32:02
  SPEAKER_01: Um, three to four of the dentists aren't even going to answer the phone.
• 32:06
  SPEAKER_01: Like just not even answer the phone.
• 32:07
  SPEAKER_01: And then from there, the average conversion rate is around 50% on marketing new patients.
• 32:12
  SPEAKER_01: That's the average in the industry.
• 32:14
  SPEAKER_01: It's just about a coin flip if you're gonna schedule them.
• 32:17
  SPEAKER_01: And then from there, the average time to appointment is two to three weeks to get that patient to actually get in the chair if they do schedule, and then now you had a 30% no-show rate because you made them wait so long, they ended up at another dental office.
• 32:29
  SPEAKER_01: So just on those, like those bumpy numbers, um, industry averages, like if you're average, then you're not gonna like it doesn't matter if you spend five thousand or ten thousand on your marketing, you're just gonna keep getting the same results.
• 32:42
  SPEAKER_01: And what I've seen is dental dentists get really confused because they'll have like ten marketing companies that they worked with and they had the same bad um outcomes from them, and they assume, well, it's the marketing company.
• 32:55
  SPEAKER_01: To me, that's an instant indicator.
• 32:57
  SPEAKER_01: Where were some of those marketing companies bad?
• 32:59
  SPEAKER_01: I'm sure.
• 33:00
  SPEAKER_01: Yeah.
• 33:00
  SPEAKER_01: But some of them did a good job and drove opportunities.
• 33:04
  SPEAKER_03: We're the patient that comes in with a bag of dentures and says, My last dentist made me a denture that didn't fit.
• 33:10
  SPEAKER_03: It's like, no, no, you're the problem.
• 33:12
  SPEAKER_03: You need some implants down there.
• 33:14
  SPEAKER_01: Yes, exactly.
• 33:15
  SPEAKER_01: That's such a good that's such a good way to put it.
• 33:17
  SPEAKER_01: So um you can't, if that's you, you have to stop and look in the mirror.
• 33:22
  SPEAKER_01: Like nobody in marketing is going to be able to help you fix that.
• 33:25
  SPEAKER_01: So um, okay, let's talk about local visibility.
• 33:28
  SPEAKER_01: So in in just in essence, all marketing's supposed to do is get you in front of people who who um need dentistry.
• 33:36
  SPEAKER_01: That's it.
• 33:37
  SPEAKER_01: And then make the phone ring so that so you get the leads.
• 33:40
  SPEAKER_01: And then from there, it's your job to convert them.
• 33:42
  SPEAKER_01: But what does that mean?
• 33:43
  SPEAKER_01: What uh like what things do we want to look at when we talk about local visibility?
• 33:47
  SPEAKER_01: So we talked a little bit about Google reviews.
• 33:49
  SPEAKER_01: You Google reviews are very powerful.
• 33:51
  SPEAKER_01: If you have a hundred Google reviews and all of your competition has a thousand, you are being squeezed out of the conversation.
• 33:58
  SPEAKER_01: And Dr.
• 33:59
  SPEAKER_01: Blake was actually at this point, at one point in his practice, right, where he kept, he remember he was telling the story where he kept elevating his marketing budget and he hit a certain plateau, and he was like, he didn't get any other result.
• 34:11
  SPEAKER_01: Like it was basically the same results as the last plateau.
• 34:14
  SPEAKER_01: And he was like, Why am I not getting more results with more money?
• 34:18
  SPEAKER_01: And as we I started looking through his market with them, I was like, Well, Dr.
• 34:21
  SPEAKER_01: Blake, look at how many Google reviews you have versus boom, boom, boom.
• 34:25
  SPEAKER_01: Let's pull back.
• 34:26
  SPEAKER_01: I want you to like double down on Google reviews as fast as you can.
• 34:29
  SPEAKER_01: And he did it, his team did a really good job.
• 34:31
  SPEAKER_01: I think he went from like 600 or 500 to over a thousand, like really quickly.
• 34:37
  SPEAKER_01: And um, guess what?
• 34:39
  SPEAKER_01: We were able to take that next step because it's winner take all with Google reviews.
• 34:44
  SPEAKER_01: In your little area, whoever has the most, you're gonna suck all the opportunities from all the other offices.
• 34:51
  SPEAKER_01: I'll give you an example.
• 34:52
  SPEAKER_01: If you have a thousand Google reviews and everybody else has three hundred in your market, when those other companies send out postcards and they spend five thousand dollars to pepper every single house, every single one, every single person that looks at that, they're gonna hop onto Google and they're gonna look at that dentist, and then they're gonna see your ad with a thousand Google reviews or your practice with a thousand Google reviews, and they're gonna, you know what, I'm gonna try that one.
• 35:16
  SPEAKER_01: Well, that lead was just generated by a postcard that somebody else sent.
• 35:21
  SPEAKER_01: And if you're the bottom feeder in this, like it's not good.
• 35:24
  SPEAKER_01: Now, the good news is you don't have to beat everybody in your city, just your little pocket.
• 35:29
  SPEAKER_01: You need to try to compete with them.
• 35:31
  SPEAKER_01: And if every once in a while I bump into somebody, they're like, Well, Gary, the guy down the street's been doing this forever, he has 5,000 Google reviews.
• 35:38
  SPEAKER_01: Okay, look, well, we need to be second best then is is is as much as possible, right?
• 35:42
  SPEAKER_01: Like, we need to go for a thousand or whatever and just be good, and you you'll be able to compete.
• 35:47
  SPEAKER_01: You don't want to be the bottom feeder on that side.
• 35:50
  SPEAKER_01: The other thing is there's a huge difference between high intent and low intent marketing.
• 35:54
  SPEAKER_01: And a lot of dentists, like like everybody in marketing, actually, not just dentists, love the shiny thing.
• 36:00
  SPEAKER_01: Everybody loves the new shiny thing.
• 36:02
  SPEAKER_01: So, what does that mean?
• 36:03
  SPEAKER_01: Well, the shiny thing in dental marketing right now is like, well, you got to do social media, or you gotta do this AI thing, or you gotta do this thing or that thing.
• 36:10
  SPEAKER_01: I'm just gonna break this down really simple.
• 36:12
  SPEAKER_01: There's two frameworks, it's so simple.
• 36:14
  SPEAKER_01: You have high intent and low intent, and high intent is somebody who's seeking you out.
• 36:19
  SPEAKER_01: Low intent is you're seeking somebody else out.
• 36:22
  SPEAKER_01: So low intent is postcards, billboards, uh, social media ads.
• 36:28
  SPEAKER_01: All of these things are you're going out into a pond and you're throwing you know the the line in and you're hoping to catch some fish from the this big pond.
• 36:38
  SPEAKER_01: Um they did not ask for a dentist.
• 36:40
  SPEAKER_01: Now, does it can you still make it work?
• 36:42
  SPEAKER_01: Absolutely.
• 36:43
  SPEAKER_01: You can make it work.
• 36:44
  SPEAKER_01: But it's not as powerful as high intent.
• 36:46
  SPEAKER_01: Well, what is high intent?
• 36:47
  SPEAKER_01: High intent is where somebody's typing in today, right now, dentist down the street from me, or dentist city name, or uh implants or visaline or whatever the keywords are.
• 36:58
  SPEAKER_01: That is a high intent search uh keyword.
• 37:01
  SPEAKER_01: Now they're expensive, so if you don't answer the phone, it hurts.
• 37:06
  SPEAKER_01: If you don't schedule them, it really hurts.
• 37:09
  SPEAKER_01: If you schedule them three weeks out, it really hurts.
• 37:11
  SPEAKER_01: But if you close those gaps on those things, all of a sudden, you're getting high-intent patients coming into your practice that actually need you, and that is local visibility.
• 37:21
  SPEAKER_01: Google reviews and showing up when people are searching.
• 37:24
  SPEAKER_01: Next, um case content.
• 37:26
  SPEAKER_01: So I dentists love bloody faces and like just showing the you know the jaw rock like that and all that kind of stuff.
• 37:33
  SPEAKER_01: And I know they do, but patients don't like that stuff.
• 37:36
  SPEAKER_01: What patients like is a full face of a happy patient with a smile that looks good.
• 37:42
  SPEAKER_01: Now, I've learned this the hard way.
• 37:44
  SPEAKER_01: One time, Dr.
• 37:45
  SPEAKER_01: Blake, I had a doctor's office, they reached out to me, the front desk, and said, Gary, put up this uh full face smile of this patient on our website, please.
• 37:54
  SPEAKER_01: We just got done with it.
• 37:54
  SPEAKER_01: And I and one of the associates did it, the case.
• 37:58
  SPEAKER_01: And I said, Absolutely.
• 38:00
  SPEAKER_01: I put it up.
• 38:00
  SPEAKER_01: The doctor called me f owner doctor called me freaking out.
• 38:04
  SPEAKER_01: What is this doing on our website?
• 38:06
  SPEAKER_01: I was like, I don't know, it's your office sent it to me.
• 38:08
  SPEAKER_01: It's like a nice lady with a nice smile.
• 38:10
  SPEAKER_01: This is horrible dentistry.
• 38:12
  SPEAKER_01: What are my friends gonna think about this this case?
• 38:15
  SPEAKER_01: Take that down right now.
• 38:16
  SPEAKER_01: This is not our quality, and I was like, What's wrong?
• 38:18
  SPEAKER_01: Uh, literally don't understand.
• 38:19
  SPEAKER_01: What are you talking about?
• 38:20
  SPEAKER_01: And he was like, he went in and picked apart like it wasn't as good of dentistry, clinical dentistry, wasn't things weren't right.
• 38:27
  SPEAKER_01: I looked at it and I was like, dude, that's a crazy like I would take that smile.
• 38:30
  SPEAKER_03: Yeah, right?
• 38:31
  SPEAKER_03: For sure.
• 38:32
  SPEAKER_01: And so I think a lot of times we get really confused about this.
• 38:35
  SPEAKER_01: Like patients just want to know that you have happy people at your practice and they have good smiles.
• 38:42
  SPEAKER_01: Dentists, I think, complicate that.
• 38:44
  SPEAKER_01: You have thoughts on that?
• 38:46
  SPEAKER_03: Yeah, I mean, I've I've gone so far as to uh really accentuate both ends of the spectrum.
• 38:55
  SPEAKER_03: So in our office, we've got 75-inch TVs that run like an hour-long call a slide show, and we have different videos and different things attached to it, but one of the sections are before and afters.
• 39:07
  SPEAKER_03: And I've taken the ugly up-close before like smile photo of just the teeth, and that's in the bottom right corner, and then on this big 75-inch TV, it's a big full face where you can see everything, you can see the patient's emotions, the smiles, and the amount of people that have asked me about hey, tell me more about veneers, or tell me more about Invisalign, how can I get teeth like that?
• 39:33
  SPEAKER_03: Has been amazing.
• 39:34
  SPEAKER_03: And and I was double-clicking on that.
• 39:36
  SPEAKER_03: I was like, patients want to see the emotion and want to see the things on people's faces when they get these new smiles, but they also they also kind of want to see the ugly stuff before, but they don't want to see it inside the face.
• 39:49
  SPEAKER_03: They want yeah, they they just want to see it up front, you know what I mean?
• 39:52
  SPEAKER_03: Yep.
• 39:53
  SPEAKER_03: Yeah, the before and after.
• 39:55
  SPEAKER_01: That's so good.
• 39:56
  SPEAKER_01: Yeah, that's uh um the last one, uh outcome focused messaging.
• 40:00
  SPEAKER_01: There you go.
• 40:00
  SPEAKER_01: So it's like, hey, start here, finish here.
• 40:02
  SPEAKER_01: So I I love that.
• 40:03
  SPEAKER_01: That's such a I didn't know you put them on the big TVs.
• 40:06
  SPEAKER_01: That's really smart.
• 40:06
  SPEAKER_01: The other thing that you did really well in the community trust, you figured out how to get signs up.
• 40:11
  SPEAKER_01: So every community is different about signs.
• 40:13
  SPEAKER_01: Like some you can have neon signs, other ones you can't do anything.
• 40:16
  SPEAKER_01: Some you can only use certain size fonts and you can only hang it on the door, right?
• 40:20
  SPEAKER_01: Like there's all these rules.
• 40:21
  SPEAKER_01: You need to figure out what your rules are and try to exploit them as much as possible.
• 40:26
  SPEAKER_01: And because, you know, these kind of rules to me are meant to be broken.
• 40:30
  SPEAKER_01: These are not moral laws, these are just like, you know, we're not talking about robbing and stealing, we're talking about like how big your font is on your site.
• 40:36
  SPEAKER_01: So one of the things with Dr.
• 40:38
  SPEAKER_01: Blake, he figured out, well, if I can put he's in a high visibility uh road through town with a lot of people passing by, he put big signs on either side of the light poles as people drove by for his building, and guess what?
• 40:52
  SPEAKER_01: He started getting like 10 new patients a month from that.
• 40:56
  SPEAKER_01: And these signs cost a thousand bucks or whatever, like almost like one time.
• 41:00
  SPEAKER_01: And then we even talked about like I've seen people with high foot traffic, they'll put sandwich boards out.
• 41:06
  SPEAKER_02: And Dr.
• 41:06
  SPEAKER_01: Blake was like, Oh, I don't know if we're allowed to do that.
• 41:08
  SPEAKER_01: I was like, Well, what's the fine for it?
• 41:10
  SPEAKER_01: Let's figure out what the fine is.
• 41:11
  SPEAKER_01: Like, is it a hundred dollars a month each time?
• 41:13
  SPEAKER_01: And if it is, then that's a marketing expense.
• 41:17
  SPEAKER_01: And let's like we can get 10 new patients from it every single month.
• 41:21
  SPEAKER_01: So you need to figure out like what the rules are and what you're allowed to do and work inside of that.
• 41:26
  SPEAKER_03: Yep.
• 41:27
  SPEAKER_01: Alright, so mistakes.
• 41:29
  SPEAKER_01: Uh discounting versus loss later.
• 41:31
  SPEAKER_01: So, Dennis, this is probably the biggest one.
• 41:34
  SPEAKER_01: Um that I I'll be honest with you, Dr.
• 41:36
  SPEAKER_01: Blake.
• 41:37
  SPEAKER_01: Like, marketing companies have kind of given up on this because Dennis just fight it so tooth and nail.
• 41:42
  SPEAKER_01: I haven't um yet.
• 41:44
  SPEAKER_01: But um, it's it it if you have a$200 cleaning on your website and everybody else has a$49 cleaning on their website, you're not gonna get any patience from your marketing.
• 41:56
  SPEAKER_01: Everything else can be perfect.
• 41:58
  SPEAKER_02: Right.
• 41:58
  SPEAKER_01: Everybody's gonna perceive you as being priced out of the market, and I know what you're thinking.
• 42:04
  SPEAKER_01: The lit you know, you know, you guys are listening to us going, Well, well, I don't want those kind of patients.
• 42:09
  SPEAKER_01: And it's like, you don't understand how this works.
• 42:11
  SPEAKER_01: Like it you literally do not understand how marketing and loss leaders work.
• 42:15
  SPEAKER_01: So, Dr.
• 42:16
  SPEAKER_01: Blake, you want to talk a little bit about this?
• 42:18
  SPEAKER_01: Because I think you've had probably the most data on this of any of that.
• 42:23
  SPEAKER_03: Yeah.
• 42:24
  SPEAKER_03: So I I think first and foremost, you have to set the precedent to know that you are going to get people that come in and they just want the discounted thing or the lost leader, right?
• 42:36
  SPEAKER_03: And it's just gonna happen.
• 42:37
  SPEAKER_03: And the amount of people that I've heard ask me based off of my my growth, of like, okay, well, is everybody coming in and like what you mentioned the other day with a whirlbow of money just saying, here, take it all?
• 42:50
  SPEAKER_03: No, absolutely not.
• 42:51
  SPEAKER_03: We get people that come in and they we tell them they need an extraction, and they're like, Nope, I'm gonna go down the road and find the guy that'll do it for free, right?
• 43:00
  SPEAKER_03: Yeah, like those do come in.
• 43:04
  SPEAKER_03: But on the average, most of these people just don't have insurance and they just want to find something that's somewhat affordable, and this gives them the opportunity to try our practice out.
• 43:15
  SPEAKER_03: And if they like our practice, they'll stay, and if they don't like the practice our practice, they'll leave.
• 43:21
  SPEAKER_03: But it's getting the opportunity.
• 43:23
  SPEAKER_03: At this point, I just want the swing, I just want the abat.
• 43:27
  SPEAKER_03: I don't want someone else going down the road where I truly do believe, just like everybody on this call, you believe you're the best dentist in your town.
• 43:35
  SPEAKER_03: Like you you believe that.
• 43:37
  SPEAKER_03: Otherwise you wouldn't be a dentist.
• 43:38
  SPEAKER_03: Yeah, right?
• 43:39
  SPEAKER_03: I believe I'm the best dentist in Houston.
• 43:42
  SPEAKER_03: And I want people to have the best dentistry in Houston.
• 43:44
  SPEAKER_03: So why wouldn't I remove every single barrier just to give them a chance to come see us?
• 43:49
  SPEAKER_03: If they don't like us, and guess what?
• 43:51
  SPEAKER_03: If we don't like them, we'll figure out a way to make that relationship end.
• 43:56
  SPEAKER_03: Right?
• 43:56
  SPEAKER_03: But I at least want the chance to to figure that out.
• 43:59
  unknown: Yep.
• 44:00
  SPEAKER_01: Yeah, so Dr.
• 44:01
  SPEAKER_01: Blake does a$49 cleaning.
• 44:03
  SPEAKER_01: And so most people are like, that's insane.
• 44:05
  SPEAKER_01: You're losing money on that.
• 44:06
  SPEAKER_01: And what they don't understand is like, I've done this in front of big crowds of dentists.
• 44:10
  SPEAKER_01: How many how many people here get their oil changed?
• 44:13
  SPEAKER_01: And everybody raises their hand.
• 44:14
  SPEAKER_01: How much is your oil changed?
• 44:15
  SPEAKER_01: 99 bucks.
• 44:16
  SPEAKER_01: 120 bucks.
• 44:18
  SPEAKER_01: 49 bucks.
• 44:19
  SPEAKER_01: Okay, how many do you how many of you here think, and they all drive nice cars, right?
• 44:24
  SPEAKER_01: These are dentists that do well for themselves.
• 44:26
  SPEAKER_01: How many of you are here think that um that the the the oil change places are making money off of you when they when you come in to do those oil changes?
• 44:35
  SPEAKER_01: Crickets, right?
• 44:37
  SPEAKER_01: It's like they don't make money.
• 44:38
  SPEAKER_01: They're losing money.
• 44:39
  SPEAKER_01: When you add it all up, oil changes are a net loss for the company.
• 44:44
  SPEAKER_01: However, we all know how expensive it is when our gasket or our tires or all these things are it's outrageous to get somebody to work on your car for anything.
• 44:54
  SPEAKER_01: It's very, very expensive.
• 44:56
  SPEAKER_01: That's where they make their money.
• 44:57
  SPEAKER_01: Those are their profit centers.
• 44:59
  SPEAKER_01: So for dentists, what I always tell them is the things that are not try price transparent, your crowns, your fillings, your even implants to a certain point and other other services that you offer, charge the most for those.
• 45:12
  SPEAKER_01: Put those in the top 90 to 100% of your market.
• 45:15
  SPEAKER_01: Be the most expensive dentist for those.
• 45:18
  SPEAKER_01: But for the things that are price comparable that I can do a Google search right now and figure out in five seconds, which is cleanings, exams, and consultations, be in the bottom 10% and then figure out how to target the right people.
• 45:33
  SPEAKER_01: But it's an income thing.
• 45:34
  SPEAKER_01: It's an income game.
• 45:35
  SPEAKER_01: I'm I'm working with a dentist right now.
• 45:37
  SPEAKER_01: He's like, well, these patients aren't buying treatment.
• 45:41
  SPEAKER_01: What I found interesting, Dr.
• 45:42
  SPEAKER_01: Blake, was I went into his uh trackable and I started looking at all of his treatment presentation, and his patient referrals buy the same amount of treatment as his marketing patients that are not good patients, and that's a huge red flag to me.
• 45:58
  SPEAKER_01: That tells me you have a system problem in how you're dealing with the patients.
• 46:01
  SPEAKER_01: Right.
• 46:02
  SPEAKER_01: And so there's ways to figure out really quickly if things are working or not working.
• 46:06
  SPEAKER_01: And so, huge difference of discounting and loss leaders.
• 46:09
  SPEAKER_01: Don't don't be a coupon guy.
• 46:11
  SPEAKER_01: Be like, this is our price, this is a$49 clean or$99, whatever it is, and then charge a lot for everything else when they come in and buy it.
• 46:18
  SPEAKER_01: Um this is a big one too.
• 46:20
  SPEAKER_01: Weak visuals or bad vibes.
• 46:22
  SPEAKER_01: Like I can't tell you how many people will not they they they come in, they pay thousands of dollars to start with us, they're paying us five thousand dollars a month to market, and I'm like, can we spend like five hundred bucks to take pictures?
• 46:34
  SPEAKER_01: And they're like and I'm just like, okay, we'll use stock photos, it's fine.
• 46:40
  SPEAKER_01: You know what I mean?
• 46:41
  SPEAKER_01: Um you'll get better results if you we've tested it, you get better results with real photos.
• 46:45
  SPEAKER_01: Um over explaining insurance versus patient financing.
• 46:49
  SPEAKER_01: I cannot tell you how many calls I listened to where the first question the front desk those is, do you have insurance?
• 46:57
  SPEAKER_03: Right.
• 46:58
  SPEAKER_01: And then the doctor's like, Why is everybody talking about insurance?
• 47:02
  SPEAKER_01: Because you're talking about insurance.
• 47:04
  SPEAKER_03: Right.
• 47:04
  SPEAKER_03: Don't make it about insurance.
• 47:06
  SPEAKER_03: It's terrible.
• 47:07
  SPEAKER_03: You this is this is, I think, to your point earlier, and I think we'll get to it later, but when you answer the phone and you lead with insurance, you kill the entire flow.
• 47:18
  SPEAKER_03: Because at that point, all they're gonna ask is, well, is it gonna pay for everything?
• 47:22
  SPEAKER_03: Is everything gonna be covered?
• 47:23
  SPEAKER_03: And then and then when they don't cover everything, you're really gonna bind.
• 47:28
  SPEAKER_01: Yeah, you're cooked.
• 47:29
  SPEAKER_01: And you this next one, you already went over it, not building demand before dropping PPO.
• 47:33
  SPEAKER_01: So before you start dropping insurances, start working on all these things, start marketing, start um uh uh improving your phone conversion, improving your block scheduling, improving how you present treatment, because you'll start making more money, and it's way easier to drop insurances when you're making more money, like it just is.
• 47:51
  SPEAKER_01: So start working on those things now.
• 47:55
  SPEAKER_01: All right, so another thing that is really important for marketing is targeting, which I touched on just briefly.
• 48:01
  SPEAKER_01: So this is the kind of targeting that we do.
• 48:02
  SPEAKER_01: So what this is is we figure out where your office is, that's the red dot here, and then uh we figure out where your competitors are, those are all the little black teeth, and then we figure out high income, medium income, low income, and then we drop your patients that have come to your offices, wherever, how many other offices you have here.
• 48:20
  SPEAKER_01: There was there were four offices, and then there were two offices they were thinking about buying, which is which is interesting.
• 48:27
  SPEAKER_01: So we can instantly see where they're pulling patients from, and then you can reverse engineer this and go, well, only put patients that are accepting a bunch of treatment, or only put uh put patients that are accepting this kind of treatment.
• 48:39
  SPEAKER_01: And you can over time you can start to build out this data mapping, and it tells you exactly where to go target, where to avoid, or where there might be more opportunity for future offices, or just for more marketing.
• 48:51
  SPEAKER_01: And we run the same thing on uh population.
• 48:54
  SPEAKER_01: So this is the same exact map, it's just showing population density, uh um, and and the exact same thing.
• 49:02
  SPEAKER_01: And then the green and blue lines are just drive time.
• 49:04
  SPEAKER_01: So, how long, how far out are these people driving?
• 49:07
  SPEAKER_01: So, like for these, for this office, all these patients you can tell are all like three minutes away from their office because there's a 15-minute drive time.
• 49:15
  SPEAKER_01: So, if you want these maps, you can scan this here.
• 49:18
  SPEAKER_01: I'll leave this up just for a second.
• 49:20
  SPEAKER_03: Yeah, and while you do that, Gary, we we actually recently just did this again for my practice with the with the practice that I'm trying to uh get to merge into ours.
• 49:30
  SPEAKER_03: And the whole point of it was to show these fa or to show the show the doctor that her patient uh base was so spread out because she's very much a social doc.
• 49:40
  SPEAKER_03: Like patients come see her because she's her, and so it's not necessarily location driven, and so I wanted to prove that to her, and I had you guys plug everything in the map, and I mean her patients were all over the place, and I got to show this to her, and it's like the light bulb went off.
• 49:55
  SPEAKER_03: It's like, oh my gosh, yeah, you're exactly right.
• 49:58
  SPEAKER_03: These patients don't care where I'm at, they just want to see me.
• 50:00
  SPEAKER_01: Yep, yep, exactly.
• 50:02
  SPEAKER_01: And then somebody who's marketing, they're gonna be more in clusters because you're marketing and you're getting referrals right from those patients.
• 50:09
  SPEAKER_01: So um 100%.
• 50:10
  SPEAKER_01: Yeah, there's a lot of cool stuff that you can do with these maps.
• 50:12
  SPEAKER_01: So scan that, uh, download that.
• 50:15
  SPEAKER_01: Now let's jump into our next section, Google Reviews.
• 50:17
  SPEAKER_01: We talked a little bit about this already, so I won't spend as much time on this, but uh why why Google Reviews matter is that it literally is the number one thing that is going to help your office grow.
• 50:30
  SPEAKER_01: If I had to pick one marketing thing to focus on and I can only pick one, it'd be Google Reviews.
• 50:34
  SPEAKER_01: It helps your site rank better, it helps all of your marketing convert better, it helps you attract better team members when they go to look.
• 50:41
  SPEAKER_01: If you have more Google reviews, you look better.
• 50:43
  SPEAKER_01: Um, it also helps you sell your practice for more.
• 50:45
  SPEAKER_01: Like if there's two practices someone's trying to choose to buy, and one has a thousand Google reviews and the other guy has you know a hundred, like that's gonna put you in the lead a little bit, right?
• 50:55
  SPEAKER_01: So it's just it helps with everything.
• 50:58
  SPEAKER_01: Um and then uh you already said it, Dr.
• 51:01
  SPEAKER_01: Blake.
• 51:01
  SPEAKER_01: You literally, I think you said these exact words.
• 51:03
  SPEAKER_01: You gotta return reviews into a daily habit with the team-driven goals and smart rewards.
• 51:08
  SPEAKER_01: So motivate your team and drive reviews, set your goal to find your North Star.
• 51:13
  SPEAKER_01: So what are we trying to get to?
• 51:15
  SPEAKER_01: How many Google reviews are we trying to get to this month?
• 51:18
  SPEAKER_01: Um, and for Dr.
• 51:19
  SPEAKER_01: Blake, I was like, you need to get over a thousand, just like as aggressively as human possible, get to four digits, and then from there don't stop.
• 51:27
  SPEAKER_01: Like keep getting Google reviews because what ha here's what happens, and if this has already happened in Dr.
• 51:32
  SPEAKER_01: Blake's area, but um there's a lot of markets this hasn't happened yet.
• 51:36
  SPEAKER_01: Someone will take the lead substantially, so they'll jump up to a thousand, and then everybody else starts chasing them.
• 51:44
  SPEAKER_01: So now you have twenty offices pushing up Google reviews instead of just one or two, and then it all of a sudden it's like the new bar is not five hundred, it's a thousand, or it's not a thousand, it's fifteen hundred.
• 51:56
  SPEAKER_01: It's not fifteen hundred, it's two thousand, and just keeps going and going and going.
• 51:59
  SPEAKER_01: So that never stops.
• 52:01
  SPEAKER_01: Um you also want to do you have one person in your office that is in charge of Google reviews?
• 52:06
  SPEAKER_03: No, we ever since yeah, ever since we've kind of uh transitioned to more specialized roles, our our uh so our greeting coordinator, the the girl who sits up front and greets everybody and everybody passes on their way out, she has a she's really good at asking and reminding people, but our t our uh our assistants are actually bonus on Google reviews because they're with the patient the most.
• 52:30
  SPEAKER_03: So they have the most opportunity to say, like when there's downtime, hey, you know, have you enjoyed being here?
• 52:36
  SPEAKER_03: We love seeing you, Gary.
• 52:37
  SPEAKER_03: Would you mind filling this out for me?
• 52:38
  SPEAKER_03: I get a I get a bonus, you know, that kind of deal.
• 52:41
  SPEAKER_03: And it helps a ton.
• 52:42
  SPEAKER_01: Yeah, if you ask that little secret of what he just said, if if your team, not you, it doesn't work if you're the owner, but if you're the if you're the team member, I mean you say, hey, I'm I'm evaluated on Google Reviews, or I get a I get a bonus on a Google review, more people will leave a Google review because they want to do something nice for for the team member.
• 53:00
  SPEAKER_01: Absolutely.
• 53:00
  SPEAKER_01: It it it absolutely works.
• 53:02
  SPEAKER_01: So um uh make it easy for a patient to leave review.
• 53:06
  SPEAKER_01: I think most people understand that now.
• 53:07
  SPEAKER_01: You can't make it complicated.
• 53:08
  SPEAKER_01: Track and measure it.
• 53:09
  SPEAKER_01: So make sure that you have like a number and then keep it in front of your team.
• 53:12
  SPEAKER_01: Talk about it every single week.
• 53:14
  SPEAKER_01: Whatever is measured gets uh prioritized.
• 53:17
  SPEAKER_01: And that's it's that's simple.
• 53:19
  SPEAKER_01: If you don't ever talk about Google reviews, you won't get Google reviews.
• 53:22
  SPEAKER_03: Yeah, so a little hack that we did, Gary, was um especially when you were like, all right, you gotta get your Google reviews up.
• 53:28
  SPEAKER_03: We went through and every patient on the schedule that had a Gmail, it was mandated that we asked them.
• 53:33
  SPEAKER_03: And the the reason we went that direction is number one, uh they may have changed this actually, but you have to have a you have to have a Gmail to leave a Google review.
• 53:42
  SPEAKER_03: And a lot of times these people are already logged in.
• 53:45
  SPEAKER_03: It's literally scan the QR code, press the buttons.
• 53:48
  SPEAKER_03: That's it.
• 53:49
  SPEAKER_03: It's a lowest hanging fruit, and your team won't get a bunch of no's with people that don't have a Gmail.
• 53:54
  SPEAKER_03: And they're like, well, how do I do it?
• 53:56
  SPEAKER_03: Just ask the people that have it.
• 53:58
  SPEAKER_01: Yeah, 100%.
• 53:59
  SPEAKER_01: 100%.
• 54:00
  SPEAKER_01: I love that.
• 54:00
  SPEAKER_01: Um and then uh motivate and reward.
• 54:03
  SPEAKER_01: Um do you want to talk about your bonus system?
• 54:06
  SPEAKER_03: Yeah, I mean we just yeah, what what we do now is we quite literally we have um well every morning huddle, uh, Shantay, our greeting coordinator, she's the one that keeps track of those.
• 54:16
  SPEAKER_03: And she comes in and she says, Okay, well Claudia has 10 reviews this month and she's leading by four, so all you other girls better catch up, kind of deal.
• 54:27
  SPEAKER_03: And we we just pay them five bucks a review.
• 54:29
  SPEAKER_03: So every every time and they don't even have to put this is where it gets confusing and and I feel like it gets a little bit mundane, is when they have to put the name in the review.
• 54:39
  SPEAKER_03: Well, I saw I saw Gary and they No, we I just say if you saw the patient and they left a review, we're gonna give it to you.
• 54:46
  SPEAKER_03: You you so if they were the assistant in the pro in the procedure and the patient left a review, then great, you get credit for it.
• 54:54
  SPEAKER_01: Alright, so now let's talk about the phones because we got Google review soft.
• 54:58
  SPEAKER_01: So that's top top of funnel.
• 55:00
  SPEAKER_01: Now we're gonna talk about the redirecting scripting.
• 55:03
  SPEAKER_01: And this is really important when you're on the phones, and I'm gonna give you, I don't want you to like take a bunch of notes because I'm gonna give you the actual scripting on this.
• 55:11
  SPEAKER_01: So simple uh questions will guide the patient to the right conversation.
• 55:17
  SPEAKER_01: I'll tell you this the patients do not know what to ask.
• 55:20
  SPEAKER_01: So they ask the only thing that any buyer can ask, typically around price or insurance.
• 55:25
  SPEAKER_01: It's no different with dentists.
• 55:27
  SPEAKER_01: Dentists reach out to me all the time.
• 55:28
  SPEAKER_01: Hey Gary, how much is it for your services?
• 55:31
  SPEAKER_01: Which isn't possible to answer because it's like, well, do you want five new patients or twenty new patients?
• 55:36
  SPEAKER_01: Are you in New York versus Austin versus you know Idaho?
• 55:40
  SPEAKER_01: Uh there's so many nuances, but the doctors don't know that.
• 55:43
  SPEAKER_01: So I don't penalize them for asking the only question that they know how to ask.
• 55:49
  SPEAKER_01: Um each each answer to these questions is going to be custom tailored, okay?
• 55:55
  SPEAKER_01: And I'm gonna give them all to you.
• 55:57
  SPEAKER_01: They're literally just a cheat sheet.
• 55:58
  SPEAKER_01: You put it by the front of your desk, and you can you can use these.
• 56:03
  SPEAKER_01: Um it also builds trust.
• 56:05
  SPEAKER_01: And I'm I'm I'm gonna give you like the hard answers, and I'm gonna give you Dr.
• 56:08
  SPEAKER_01: Blake's easy answer, okay?
• 56:10
  SPEAKER_01: They also, if handled properly, this will boost case acceptance and improve patient satisfaction.
• 56:16
  SPEAKER_01: Like everybody will love you more if you do this properly.
• 56:19
  SPEAKER_01: Um so first let's start with what not to say.
• 56:23
  SPEAKER_01: Uh no, we don't take that insurance.
• 56:26
  SPEAKER_03: Yeah, that'll kill it real quick.
• 56:28
  SPEAKER_01: You just lose everybody.
• 56:29
  SPEAKER_03: Yeah.
• 56:30
  SPEAKER_01: I don't care if you don't take if you're out of network with every single insurance underneath the sun and you hate insurances, just don't say this.
• 56:37
  SPEAKER_01: The only people that get to say this is if you're a true fee for service office and you and the patient is just paying cash for every transaction and you're not doing any billing, that's like such a there's there's a small, small, small percentage of dentists that are set up that way.
• 56:54
  SPEAKER_01: But this is not that is unless you're them, you don't get to do this.
• 56:58
  SPEAKER_01: Okay, you cannot say no, we don't take it.
• 57:00
  SPEAKER_01: Um we aren't in network.
• 57:02
  SPEAKER_01: We don't say that.
• 57:03
  SPEAKER_01: Unless unless someone calls, which is less than 1% of the calls.
• 57:07
  SPEAKER_01: I listen to the calls.
• 57:08
  SPEAKER_01: I know this for a fact.
• 57:09
  SPEAKER_01: This is not something I'm just spitting theory on.
• 57:11
  SPEAKER_01: Patients do not call and say, Are you in network with my insurance?
• 57:15
  SPEAKER_01: They don't.
• 57:16
  SPEAKER_01: They usually say something like, Um, do you take my insurance or something like of that nature?
• 57:22
  SPEAKER_03: Does does my insurance work at your office?
• 57:24
  SPEAKER_01: Yeah, yeah, those kind of questions.
• 57:26
  SPEAKER_01: Um, uh, we don't accept that your plan.
• 57:30
  SPEAKER_01: These all shut down the call instantly.
• 57:32
  SPEAKER_01: The conversion rate on any of these answers is zero percent for all patients.
• 57:36
  SPEAKER_01: It almost doesn't matter.
• 57:39
  SPEAKER_01: Um so why why is do you take my insurance?
• 57:43
  SPEAKER_01: This and this is what most patients ask.
• 57:45
  SPEAKER_01: Do you take my insurance of some kind?
• 57:47
  SPEAKER_01: So if you if if you don't deal with this properly and you don't train your team properly, it it creates panic in the patients as well as your team.
• 57:54
  SPEAKER_01: Teams get really nervous about this because they're the ones that get yelled at by the patient when they come in and they feel misled or they didn't get the right information.
• 58:02
  SPEAKER_01: Patients are price checking or not uh not rejecting your practice.
• 58:06
  SPEAKER_01: Um again, patients aren't like are there shopper patients out there?
• 58:12
  SPEAKER_01: Yes, there definitely are.
• 58:13
  SPEAKER_01: But it's not like most, like for me, I don't mind asking, hey, how much is it for X, Y, and Z?
• 58:19
  SPEAKER_01: But I'm not going to 20 practices to get different pricing on everything.
• 58:22
  SPEAKER_01: I don't have time for that.
• 58:23
  SPEAKER_01: Most people don't have time for that in the real world, right?
• 58:26
  SPEAKER_01: And so um it's really important to understand that.
• 58:28
  SPEAKER_01: And then also your tone um really matters in all of this.
• 58:33
  SPEAKER_01: One thing that I have experienced from listening to calls is that most dental offices are mean to their patients on the phone.
• 58:41
  SPEAKER_01: They're condescending, they lack empathy, and they're just typically trying to rush people through.
• 58:46
  SPEAKER_01: I actually just did a whole phone audit for this office because they're struggling with conversion, and I just I personally went through his calls because I told him I would, and uh and his team put somebody on hold for five minutes and they're laughing and joking in the background all the time.
• 59:01
  SPEAKER_01: And I'm just like, this is why like this is why your team is struggling.
• 59:05
  SPEAKER_01: Like you they don't care and they don't have empathy, and and I get it, like they've done it so much and they work with so many patients that it just it's like you know, you kind of become callous to it all.
• 59:17
  SPEAKER_01: But these are people who are scared, who are fearful, who have pain, who have worries, who maybe they're like, Man, I I don't how am I gonna pay for this?
• 59:26
  SPEAKER_01: These are the kind of people that you're dealing with, and so you gotta meet them where they're at.
• 59:30
  SPEAKER_01: So what is the what right way to do this?
• 59:34
  SPEAKER_01: So um the uh words matter in the chair.
• 59:40
  SPEAKER_01: Oh, let me back up a little bit.
• 59:41
  SPEAKER_01: So here's the correct scripting.
• 59:44
  SPEAKER_01: So let me let's use the correct scripting real quick before we jump into the next part.
• 59:47
  SPEAKER_01: So the correct scripting for uh patients when they're calling about pricing is using redirect questions.
• 59:55
  SPEAKER_01: So it works very simply.
• 59:56
  SPEAKER_01: Hey, how much is an implant?
• 59:58
  SPEAKER_01: Sure, we'd love to we'd love to give that to you.
• 1:00:01
  SPEAKER_01: Uh who do I have the pleasure of speaking with?
• 1:00:03
  SPEAKER_01: Dr.
• 1:00:04
  SPEAKER_01: uh Blake.
• 1:00:05
  SPEAKER_01: Okay, great, Blake.
• 1:00:06
  SPEAKER_01: And uh Blake, um just a couple questions for you.
• 1:00:10
  SPEAKER_01: How many how many roots does the tooth have?
• 1:00:12
  SPEAKER_03: Oh man, I'm I'm not I'm not a hundred percent sure.
• 1:00:16
  SPEAKER_01: Okay, perfect.
• 1:00:17
  SPEAKER_01: Uh no problem.
• 1:00:18
  SPEAKER_01: We actually have a free consultation uh just for that reason alone, is that a lot of people don't have the basic information that is needed to be able to give them accurate pricing.
• 1:00:27
  SPEAKER_01: Really, nobody could give you pricing if we don't know you know bone density, it uh if the tooth is impacted, those kind of things.
• 1:00:34
  SPEAKER_01: So we'll get you in, we'll take a list, and then you'll know exactly what it's gonna cost you, and it doesn't cost you anything to get in.
• 1:00:39
  SPEAKER_01: What works better for you to come in, mornings or afternoons?
• 1:00:41
  SPEAKER_01: So you just use a dual alternate clothes at the end.
• 1:00:44
  SPEAKER_01: If they have any other questions, they'll hit you with it.
• 1:00:46
  SPEAKER_01: Um the other way, Dr.
• 1:00:47
  SPEAKER_01: Blake's office, he just goes, Oh yeah, that can be as low as and then gives a monthly payment.
• 1:00:52
  SPEAKER_03: Yep.
• 1:00:54
  SPEAKER_03: Another kind of trick that I've I've recently started trying to get my team to use more and more is just respond with how soon can you be here?
• 1:01:04
  SPEAKER_03: Because what happens is a lot of these people they are calling and they're just price checking.
• 1:01:08
  SPEAKER_03: So they just want to know, they just want to know how much it costs.
• 1:01:11
  SPEAKER_03: But then all of a sudden now you regain you regain control of the conversation by by saying, Hey Gary, how soon could you be here?
• 1:01:18
  SPEAKER_03: And they're like, they're either gonna say, Right, oh, I can be there in five minutes, or they're gonna say, Oh, no, no, no, that's not why I'm calling.
• 1:01:25
  SPEAKER_03: I was just calling, I wanted to know how much and then you can regain the conversation.
• 1:01:29
  SPEAKER_01: Yeah, the the other thing to call out here is that other offices do call other offices for pricing.
• 1:01:35
  SPEAKER_01: So doctors do tell their team, go call other offices and ask them for pricing.
• 1:01:40
  SPEAKER_01: If you use the redirect question and they can answer all those questions, you're not dealing with a patient, you're dealing with the doctor or their team.
• 1:01:46
  SPEAKER_01: Right.
• 1:01:46
  SPEAKER_01: So keep that in mind.
• 1:01:48
  SPEAKER_01: Like, and if if someone's just like, oh, I'm just kind of like, you know, checking things out, like more than likely that's somebody else out there trying to figure out the pricing.
• 1:01:56
  SPEAKER_01: And um or or someone calling on behalf of somebody.
• 1:02:00
  SPEAKER_01: So like maybe a parent or something like that.
• 1:02:02
  SPEAKER_01: So that's how you deal with the pricing question.
• 1:02:04
  SPEAKER_01: Now the insurance question is is even more straightforward.
• 1:02:08
  SPEAKER_01: So there's a couple different ways you can deal with this, and it's all to what your liking is and how well you handle the conversation in the chair.
• 1:02:15
  SPEAKER_01: Um, if you have cherry and you use it for your patient financing and you lead with cherry, then it doesn't really like this becomes a way less issue.
• 1:02:25
  SPEAKER_01: So that if that's the case, all you have to do is say um someone calls in and says, Hey, do you take ABC insurance?
• 1:02:33
  SPEAKER_01: Oh, we we have tons of patients here with ABC insurance.
• 1:02:38
  SPEAKER_01: That's it.
• 1:02:40
  SPEAKER_01: That's simple.
• 1:02:41
  SPEAKER_01: Um and then and and again, you have to have the tools in the chair to be able to get them to accept treatment and and not worry about the insurance.
• 1:02:52
  SPEAKER_01: Now, if you don't have those tools yet and you're not that confident yet, the other way to do it, like I would say this that's like the easiest way and the and the and the best way, but if you're not ready for that, what you can say is, you know what, we have a lot of patients that come here with that insurance, we're happy to do a benefits check for you.
• 1:03:09
  SPEAKER_01: Um let's get you on the schedule because the spots fill up quick and put them on the schedule and then say, okay, good, and let me get your insurance information, I'll get that all checked and sent over to you.
• 1:03:19
  SPEAKER_01: Now, that's a lot of labor, a lot of time, a lot of effort, but I know some people, and some people's I've worked with a lot of doctors, their teams are scared to use the scripting.
• 1:03:30
  SPEAKER_01: Is there any other bridge gap that I uh missed there for scripting, Dr.
• 1:03:33
  SPEAKER_01: Blake?
• 1:03:34
  SPEAKER_03: No, no, I would say that the first one is the way the way to go.
• 1:03:37
  SPEAKER_03: Uh the the second way, and what we found is is pre-auths or pre-authorizations are are the we don't do pre-authorizations in our office.
• 1:03:46
  SPEAKER_03: Because what we found is we can do a pre-auth, and what that does is it it pushes treatment a month or so down the road.
• 1:03:53
  SPEAKER_03: But number two, and we tell patients this, what we will do is we will do a pre-authorization, and the insurance will tell us that they will pay X amount of dollars for your treatment, and then we'll submit the claim, and then they won't pay X amount of dollars, and they're legally allowed to do that.
• 1:04:10
  SPEAKER_03: So the pre-authorization literally is just a big bogus waste of time.
• 1:04:15
  SPEAKER_01: It just makes literally the only reason that I bring that up, Dr.
• 1:04:18
  SPEAKER_01: Blake, is that uh countless times, even this week, I've had multiple doctors that are like, my team won't use that scripting.
• 1:04:25
  SPEAKER_01: They feel it's dishonest, they feel like da-da-da-da-da.
• 1:04:28
  SPEAKER_01: And so I've like had to come up with bridge scripting to get people's team like on board to get them comfortable with it.
• 1:04:34
  SPEAKER_01: But I think to your point, um, it is a big waste of time.
• 1:04:37
  SPEAKER_01: And I think the reason that you understand that now is because of how you have conversations in the chair.
• 1:04:43
  SPEAKER_01: So let's let's go over that.
• 1:04:45
  SPEAKER_01: So walk me through um walk me through the words that matter in the chair when it like the make or break when going on a network.
• 1:04:52
  SPEAKER_03: Yeah, so and and I think specifically there there's a process that I specifically follow.
• 1:05:00
  SPEAKER_03: And so I talk with the patients about what their options are.
• 1:05:05
  SPEAKER_03: And before I ever leave the treatment room, I make sure that I personally know that this patient is either saying yes to treatment or no to treatment.
• 1:05:13
  SPEAKER_03: Like I know generally if if unless the unless the case is you know$60,000, that this case is either closed or not closed, and I know it.
• 1:05:25
  SPEAKER_03: And all that my financial coordinator has to do is go in and fit it in their budget.
• 1:05:30
  SPEAKER_03: And so a lot of times what I will do is I will it there's a string, a string of words that I'll put together that basically says, hey Gary, what I want you to know is at the end of the day our job is to get you to understand exactly what we can do, how long it'll take, what it'll cost, and how you can how you can pay for it.
• 1:05:49
  SPEAKER_03: And those are the four promises.
• 1:05:51
  SPEAKER_03: So I directly go to the four promises.
• 1:05:54
  SPEAKER_03: And then I I go to sum, none, all.
• 1:05:56
  SPEAKER_03: And it's important to say in those in that exact Uh sequence.
• 1:06:01
  SPEAKER_03: Carrie, you can do some, none, or all of this treatment.
• 1:06:04
  SPEAKER_03: At the end of the day, these are your teeth.
• 1:06:07
  SPEAKER_03: And um you can do some, none, or all of this treatment.
• 1:06:10
  SPEAKER_03: Paige is going to come in and go through everything with you.
• 1:06:13
  SPEAKER_03: Her job is to literally fit this in into your budget and your lifestyle.
• 1:06:17
  SPEAKER_03: So use her as a resource.
• 1:06:19
  SPEAKER_03: That's what she's here for.
• 1:06:20
  SPEAKER_03: Are there any questions about the treatment itself that I can that I can answer for you?
• 1:06:24
  SPEAKER_03: At that point, you've taken all the fear away from the patient.
• 1:06:28
  SPEAKER_03: They know that they can say yes to some none or all of this treatment.
• 1:06:31
  SPEAKER_03: They know that the goal of our treatment, or they know that the goal of what we're talking about is so that they know what we're doing, how long it'll take, what it'll cost, how you can pay for it.
• 1:06:41
  SPEAKER_03: And they know that they can they can move move forward or they can sit behind.
• 1:06:45
  SPEAKER_03: And we've we found that it really dis disarms the patient if you do those steps.
• 1:06:51
  SPEAKER_01: That's awesome.
• 1:06:52
  SPEAKER_01: Okay.
• 1:06:53
  SPEAKER_01: Um that is amazing.
• 1:06:54
  SPEAKER_01: And so what I um hear here is like the patient basically, instead of having to think about the insurance and figure out the mental math on it, they're now trying to figure out how do I fit this into my monthly budget.
• 1:07:09
  SPEAKER_03: Exactly.
• 1:07:09
  SPEAKER_03: Like I'm pre see I'm preceding the fact that Paige is gonna come in and work on how to fit this into their budget because they're already thinking about how am I gonna fit this into my budget, right?
• 1:07:20
  SPEAKER_03: And so I'm just calling out what I know already exists.
• 1:07:23
  SPEAKER_03: They've got to figure out a way to fit this into their budget, and someone's gonna come in and their whole job is to do that.
• 1:07:28
  SPEAKER_01: Got it.
• 1:07:29
  SPEAKER_01: I love that.
• 1:07:30
  SPEAKER_01: Okay, so let's talk about uh the financial menu.
• 1:07:33
  SPEAKER_01: How are you using the financial menu?
• 1:07:35
  SPEAKER_03: Yeah, so we after we go through all of that, Paige comes in and utilizes the financial menu.
• 1:07:42
  SPEAKER_03: It's on it's on the uh it's on our our iPads, and she basically repeats everything that I just said.
• 1:07:48
  SPEAKER_03: Hey, my name is Paige.
• 1:07:50
  SPEAKER_03: Did you have any questions about the plan?
• 1:07:51
  SPEAKER_03: No, great, awesome.
• 1:07:53
  SPEAKER_03: Okay, well my job is to fit this in your budget and your lifestyle.
• 1:07:56
  SPEAKER_03: Dr.
• 1:07:56
  SPEAKER_03: Hamler recommends three three crowns that comes out to forty five hundred dollars or as little as two hundred dollars a month.
• 1:08:04
  SPEAKER_03: Which of these two options fits best in your budget and your lifestyle?
• 1:08:07
  SPEAKER_03: And then shut up.
• 1:08:08
  SPEAKER_03: Don't say anything else.
• 1:08:11
  SPEAKER_03: Let them answer the question, and then they go from there.
• 1:08:14
  SPEAKER_03: And Paige is trained on how to go to move forward based off of the objection or the statement that they make.
• 1:08:22
  SPEAKER_01: Beautiful.
• 1:08:22
  SPEAKER_01: And if you want that, um I was just looking through our giveaways.
• 1:08:26
  SPEAKER_01: We act I thought I thought I had that in the giveaways, but I didn't.
• 1:08:29
  SPEAKER_01: So if you want that, come online, DM me, just say the financial menu, I'll get it to you.
• 1:08:33
  SPEAKER_01: It's completely free, no strings attached.
• 1:08:36
  SPEAKER_01: Um, let's I I got a couple more, we're running low on time.
• 1:08:40
  SPEAKER_01: So um I got a couple more slides that I want to go over uh with everybody here.
• 1:08:46
  SPEAKER_01: I want to talk about the AI receptionist because this is pretty new and definitely a game changer because basically we've been playing with AI, you've been playing with AI receptionists, I've been playing with AI receptionists pretty much all year, um, this whole year.
• 1:09:00
  SPEAKER_01: We started at the beginning of 2025, and we launched it at the end of um this year, and the results have been really, really cool.
• 1:09:11
  SPEAKER_01: It's basically gotten to the point where it's converting as good or better than humans.
• 1:09:16
  SPEAKER_01: And that's amazing.
• 1:09:18
  SPEAKER_01: And when I say converting, I mean scheduling them, and then we can actually see if these patients are coming in, if they're buying treatment, and the cool part about that, the future of this is they're gonna be able to do follow-ups, it's gonna be able to uh unschedule treatment, all of those kind of things.
• 1:09:33
  SPEAKER_01: So um this is really important for like high volume if you have a lot of calls, if you have high staff turnover for any reason or burnout at the front desk, uh, if you're losing leads, again, most offices are losing 35% of their calls.
• 1:09:49
  SPEAKER_01: And so the AI receptionist actually solves that and it solves long hold times, like there is no more hold times, and it's also um any c inconsistent follow-up, like if you're taking voicemails, emails, chats, forms, like you can pretty much just get rid of all that stuff and just push it all to an AI receptionist and after hour scheduling as well.
• 1:10:11
  SPEAKER_01: So um it's a lot better, faster, and fewer mistakes because you can train it one way.
• 1:10:16
  SPEAKER_01: If you want that, the pricing starts at$2.99 a month.
• 1:10:19
  SPEAKER_01: It's a standalone service, you can get it.
• 1:10:21
  SPEAKER_01: I uh there's no contract with it, so you get it.
• 1:10:23
  SPEAKER_01: I don't see we've had tons of people sign up recently.
• 1:10:26
  SPEAKER_01: No, I don't see people just canceling this because it's so cheap and so effective that it's kind of one of those things that's a no-brainer because one patient pays for it.
• 1:10:35
  SPEAKER_03: Yeah, and I and I can I can speak to experience with this.
• 1:10:38
  SPEAKER_03: Uh what I love most is that it uses all of the verbiage that we've talked about today in the scripting, and I'm a stick loop to that because I know how important the patient experience is, even on the phone, and I I can trust that this this receptionist is gonna use the verbiage that my team is expected to use, and so I'm really thankful that you came up with this.
• 1:10:59
  SPEAKER_01: Yeah, it's uh we w the reason what came about was we saw the AI receptionists out there, they were converting it like 20%, 30%, and it's just because they didn't understand the basic scripting that we're talking about that didn't align with growth.
• 1:11:12
  SPEAKER_01: So yeah, it was catching the calls, but it was losing.
• 1:11:15
  SPEAKER_01: I saw offices losing five, ten, fifteen, twenty new patients a month to with an IA receptionist, and that kind of defeats the purpose, right?
• 1:11:22
  SPEAKER_01: So it was like, okay, how do we get the scripting in there and how do we get it all to work?
• 1:11:25
  SPEAKER_01: And so that's that's awesome and uh really exciting.
• 1:11:28
  SPEAKER_01: Um membership plans, um, we already covered that, so we're not gonna go over that now, but very, very important.
• 1:11:35
  SPEAKER_01: And then I want to talk about cherry.
• 1:11:38
  SPEAKER_01: So if you don't have cherry, you should get it, but it's not I've told Cherry and Dr.
• 1:11:43
  SPEAKER_01: Blake has as well, is that it's not just about signing up with Cherry.
• 1:11:48
  SPEAKER_01: Okay, so they that's they sponsor us to help get sign-ups.
• 1:11:51
  SPEAKER_01: But I've told Cherry my mission is to get people to actually use Cherry because let's be honest, I I I'm going to uh uh I went to the Lakers game, and that game was expensive.
• 1:12:03
  SPEAKER_01: Uh I went on the Christmas, the Christmas one, and it was very expensive.
• 1:12:07
  SPEAKER_01: And right away, first thing is I'm buying tickets, it offered me payment points.
• 1:12:12
  SPEAKER_01: It said, hey, you can split this up into payments.
• 1:12:14
  SPEAKER_01: I go on Amazon and I make any purchase on Amazon.
• 1:12:17
  SPEAKER_01: They're like, you want to split this up into ten payments.
• 1:12:20
  SPEAKER_01: It is it is absolutely required for business that you have this as an option, and even more so that you're using it.
• 1:12:27
  SPEAKER_01: Most offices have patient financing, but it just sits on the shelf and it's like 1% of your transactions, and you're I know why, you're worried about the fees, but you don't realize how much dentistry you're losing out the back door.
• 1:12:40
  SPEAKER_01: And it uh cherry is one of those things that everybody wins.
• 1:12:44
  SPEAKER_01: Everybody.
• 1:12:45
  SPEAKER_01: The patient wins, the office wins, and the team wins.
• 1:12:48
  SPEAKER_01: And also you make more money even after the fees.
• 1:12:52
  SPEAKER_03: Yeah, and I I will say another reason that I feel like some dentists are um are hesitant to use this is they don't know how to implement it.
• 1:13:00
  SPEAKER_03: And so just take the financial menu that's there, it's there as a resource, use the verbiage.
• 1:13:06
  SPEAKER_03: Hey, this is how much it costs, or as little as X amount per month, and just try this for a month.
• 1:13:11
  SPEAKER_03: I I promise you, you will not go back to the other way.
• 1:13:15
  SPEAKER_03: But a lot of times we we feel like it's a little bit tacky, and it is.
• 1:13:20
  SPEAKER_03: The way that we've used it in the past is hey, your dentistry's$4,000.
• 1:13:25
  SPEAKER_03: No, thank you.
• 1:13:26
  SPEAKER_03: Okay, well, what about financing?
• 1:13:27
  SPEAKER_03: And it does feel like used car salesman type mentality.
• 1:13:31
  SPEAKER_03: But when you do it this way, just utilize a financial menu.
• 1:13:34
  SPEAKER_03: It makes it really, really simple.
• 1:13:36
  SPEAKER_03: And if you use it in the way that I was just describing, the flow is so easy and convenient for everybody.
• 1:13:43
  SPEAKER_03: Um you won't go back.
• 1:13:45
  SPEAKER_03: It's great.
• 1:13:46
  SPEAKER_01: Love it.
• 1:13:46
  SPEAKER_01: All right.
• 1:13:47
  SPEAKER_01: Um, so check out Cherry and use them.
• 1:13:51
  SPEAKER_01: And then um uh let's see here.
• 1:13:56
  SPEAKER_01: Let's talk about how to transition, uh, how to start your transition out of network.
• 1:14:00
  SPEAKER_01: So number one, like as soon as you get off this this call here, go evaluate your write-off impact and ramp up your marketing plan.
• 1:14:07
  SPEAKER_01: Like that's that's step number one.
• 1:14:08
  SPEAKER_01: How do I, how do I, how much am I writing off?
• 1:14:12
  SPEAKER_01: I'm gonna take that and I'm gonna start using it for marketing, and I want to ramp up my marketing.
• 1:14:16
  SPEAKER_01: Don't like just ramp up wherever you're at, whoever you're using, go ramp it up as fast as possible.
• 1:14:22
  SPEAKER_01: The reason I tell people to do that is right away you're gonna know if you go from$10,000 to$20,000 in marketing budget and nothing changes, it tells you now, okay, we need to go solve our marketing issue.
• 1:14:33
  SPEAKER_01: There's something really broken here.
• 1:14:35
  SPEAKER_01: Um because even if you're poor performing on the phones, all those things, you still should have grown some.
• 1:14:40
  SPEAKER_01: So that's just go ramp up wherever you're at.
• 1:14:42
  SPEAKER_01: That's gonna be the fastest way to figure that out.
• 1:14:44
  SPEAKER_01: Then as you ramp up, start to work on your phones.
• 1:14:48
  SPEAKER_01: Don't I see dentists do this all the time.
• 1:14:50
  SPEAKER_01: I don't want to spend any money on marketing uh until I fix everything in my practice.
• 1:14:54
  SPEAKER_01: The problem with that is you need reps.
• 1:14:56
  SPEAKER_01: You have to have reps.
• 1:14:58
  SPEAKER_01: If you don't, I a thousand dollars a month will not give you enough marketing new patients to get your team up to speed.
• 1:15:05
  SPEAKER_01: It will take five years to get up to speed.
• 1:15:08
  SPEAKER_01: It's gonna take months to get your team up to speed, and yes, you are gonna lose a little bit of money because your team is not great at it yet, but they will get better if you keep letting them get reps and you keep getting training for them.
• 1:15:19
  SPEAKER_01: So um, if you want the training on that, we offer that for free.
• 1:15:22
  SPEAKER_01: You can just DM me, I'll get it to you.
• 1:15:24
  SPEAKER_01: Um, and then um from there, um work with the the proper scheduling, work with the team in the chair, and then also get implementing on your membership and your finance and get those things in place, figure it out, make it simple.
• 1:15:38
  SPEAKER_01: And uh most important, you need at bats to learn all of these.
• 1:15:41
  SPEAKER_01: That's just my point I was just making.
• 1:15:44
  SPEAKER_01: You've got to have multiple reps for everybody in your practice.
• 1:15:47
  SPEAKER_01: Your your treatment coordinator needs reps, your your doctors need reps, your front desk needs reps.
• 1:15:53
  SPEAKER_01: Everybody needs a lot of reps to get better.
• 1:15:55
  SPEAKER_01: No one gets better at anything just doing it once or twice.
• 1:15:59
  SPEAKER_03: And the only thing we missed on this is audit, audit, audit.
• 1:16:02
  SPEAKER_03: So go back and listen to the phone cap.
• 1:16:05
  SPEAKER_03: Yes.
• 1:16:05
  SPEAKER_03: Go back and listen to the phone calls.
• 1:16:07
  SPEAKER_03: Go back and see how go go stand behind the room when your team is talking, when your TC is talking.
• 1:16:13
  SPEAKER_03: Are they using the verbiage that you guys talked about?
• 1:16:16
  SPEAKER_03: Are they recommending the membership plan when people walk in?
• 1:16:19
  SPEAKER_03: Are they recommending financing and leading with financing versus trying to cast the net at the end?
• 1:16:25
  SPEAKER_03: You have to audit it, and I know it sounds like a broken record, but if you don't do it, you're the only one to blame.
• 1:16:32
  SPEAKER_01: Yep.
• 1:16:32
  SPEAKER_01: You're it everything rises and falls on leadership no matter what.
• 1:16:36
  SPEAKER_01: Even if it's not your fault, it's your fault.
• 1:16:38
  SPEAKER_01: So, all right, so uh here's some free resources.
• 1:16:41
  SPEAKER_01: I got these added.
• 1:16:42
  SPEAKER_01: So if you want to get all these slides, this whole slide deck with all the scripting and all those things, just uh download that.
• 1:16:48
  SPEAKER_01: It has all the resources on it.
• 1:16:49
  SPEAKER_01: If you didn't get it, this is the one that you can access everything.
• 1:16:53
  SPEAKER_01: And then uh also we have a monthly mastermind where you can bend time, as Dr.
• 1:16:58
  SPEAKER_01: Blake says.
• 1:16:59
  SPEAKER_01: Um so far we've had a really good crowd there, and those all the offices that are in it are all growing and solving their problems.
• 1:17:06
  SPEAKER_01: And a lot of times the problems that they were facing were things that they wouldn't have fixed unless they joined the mastermind.
• 1:17:11
  SPEAKER_01: So if you've been listening to our podcast or you're having trouble implementing the things that you hear out there, because there's tons of great information out there, tons of great people, implementing it is another story.
• 1:17:22
  SPEAKER_01: If you need a second pair of eyes, you can join this.
• 1:17:25
  SPEAKER_01: It's only$299 a month.
• 1:17:27
  SPEAKER_01: We we were gonna do it for free because we like doing stuff for free and giving back, but we just wanted to create a little bit of friction to uh not blow it up with too many look-aloos.
• 1:17:36
  SPEAKER_01: So uh it's month to month.
• 1:17:38
  SPEAKER_01: If you don't want to, if you want to join and then fix your problem and leave, we're totally good with that.
• 1:17:42
  SPEAKER_01: And then um next, uh, if you want us to look at your marketing, you can download that here, and we're happy to talk with you.
• 1:17:51
  SPEAKER_01: And if uh if not, I just want to say thank you.
• 1:17:55
  SPEAKER_01: You were with us for 90 minutes.
• 1:17:57
  SPEAKER_01: We worked through a lot, we tried to put it in like a structured format for you, but as you can see, like each of these facets are all their own project, and they all take time.
• 1:18:06
  SPEAKER_01: So thank you for checking this out and coming on with us.
• 1:18:10
  SPEAKER_01: Dr.
• 1:18:10
  SPEAKER_01: Blake, any parting words?
• 1:18:12
  SPEAKER_03: Yeah, I I want to double-click on the the mastermind.
• 1:18:15
  SPEAKER_03: Like, we don't we only want you to be in it as long as we add value to your life.
• 1:18:19
  SPEAKER_03: And so we just we both gen genuinely love helping other people reach their goals.
• 1:18:26
  SPEAKER_03: And I can tell you the ups and the downs, and we all have experienced how difficult it is to run and manage dental practices, and if I can help you not bang your head against the wall like I have in different areas of my life, uh, I would love that privilege, and we could have a lot of fun and build a really cool relationship.
• 1:18:47
  SPEAKER_03: So I'd invite you to try it out.
• 1:18:49
  SPEAKER_01: Awesome.
• 1:18:50
  SPEAKER_01: Yes, sir.
• 1:18:50
  SPEAKER_01: Uh, we'd love to have you.
• 1:18:52
  SPEAKER_01: Thanks so much for everybody tuning in.
• 1:18:54
  SPEAKER_01: Thank you to Cherry again for sponsoring, and I hope you guys have a great day.