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Hello and welcome to Podiatry 
practice Mastery. 

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My name is Don Pelt. 
Oh, and I have a Lauren Andreas 

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here. 
Welcome Lauren. 

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Hi, how are you? 
Good. 

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Thank you for joining and I'm 
going to talk to you a little 

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bit about what you like to do. 
Which is helping practices, 

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Private Practice. 
Owners do better in their 

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practice before we kind of do a 
deep dive. 

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Tell me a little bit. 
How you got interested in? 

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This, this is always a good 
story. 

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Like it was your background. 
And how did you get into this? 

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So my background and what I 
studied in school was really 

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marketing and management. 
So I realized through even 

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personal experiences, and 
through another company, I work 

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for that. 
A lot of doctors, go to school 

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to be doctors. 
And then they go up in their own

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practice and there's a lot of 
missing opportunity there where 

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they need some support and 
making helping them develop 

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people helping them develop 
process because they're 

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practicing and that's where 
they're going to make money. 

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It Is by seeing patients and if 
they're spending a lot of time 

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and energy on trying to run the 
practice and that's very 

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frustrating for them than they 
can get burnt out. 

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And so, I just saw that there's 
a big need and helping those 

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private practice, owners Market 
themselves, Market them their 

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practice. 
But then once those patients 

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start coming in and how do we 
make sure we give them a great 

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experience and help them as 
practice owners, be happy and 

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thriving, and efficient, and 
also that people work for them. 

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Because Happy? 
No, no Lauren. 

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What is the biggest? 
I guess. 

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I don't know if the word 
objection of the biggest like, 

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conversation that doctors have 
in their head. 

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The reason why they don't get 
help. 

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Is it is it that they're 
thinking they're, they're doing 

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okay? 
Or they don't know how much 

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they're missing. 
Like, what are you? 

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What is your impression? 
Yeah, that's such a great 

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question. 
I think there is a couple things

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I hear one is they don't feel 
like they have time. 

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They're just trying to keep 
their head above. 

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Water. 
So thinking about taking time 

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for coaching or taking some time
out of their production to train

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their team, or have someone come
in and work with their team, 

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they get a little bit nervous of
all, that's a whole day out of 

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production or that's a couple 
hours of production, we're going

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to be working on my business 
instead of in my business and 

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that gets them nervous. 
But at the end of the day, we 

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all know if you can work smarter
and not harder that you'll get 

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that 10, 20 fold back in just a 
couple months that time that you

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thought you were were not 
producing. 

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You're actually setting yourself
up for higher production, the 

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future. 
So a lot of it is that I think 

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they're just trying to keep 
their head above water and they 

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feel like they don't have the 
time to carve out to get help. 

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And then, let's compare that to 
your like, let's say if you had 

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an imaginary client, that was 
like the number-one, like what? 

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What little things would they be
doing that? 

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Every that are not really. 
Hard but that they're doing that

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others aren't doing what are a 
couple of those things like 

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habitually that they would be 
doing that. 

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You'd be like well these guys 
going to be an All-Star in six 

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months. 
Yeah, I think one of the biggest

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things is developing their 
leaders or developing key people

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in their organization that they 
can lean on and delegate to a 

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lot of times, you know, they 
think they have to run 

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everything in the practice and 
the people the under them or 

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just executing whatever they say
and it's their practice. 

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But when you can Elevate some of
the people when your practice to

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be leaders and have a take on 
roles and responsibilities and 

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not just tasks, then you can see
those people thrive and so I can

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see some doctors are good at 
letting go and saying, okay, 

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you're going to take over. 
How do we increase the number of

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new patients coming in? 
That's going to be your number, 

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your statistic, you're 
accountable for that. 

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And when they can make that pass
off and give someone else 

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Authority and autonomy, and the 
freedom to have a part in 

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ownership in the business. 
Literally ownership in the 

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business, but they feel 
accountable that they have a 

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responsibility. 
Like, this is my baby. 

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I can take care of them, 
whereas, I'll see, other doctors

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who they very much rub this 
mindset. 

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This is my practice and that 
trickles down to their team. 

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Will, this is his practice. 
This is their practice. 

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So, they don't have the 
accountability. 

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They don't have any personal 
investment in wanting to improve

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the practice. 
They don't feel part of 

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something, they feel like 
they're really a pond and in the

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scheme and Instead of being a 
part of something that's growing

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and getting excited about and 
passionate about it. 

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So, that's one thing. 
I think the doctors that can let

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go and delegate, and give 
accountability to others and 

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give accountability to 
themselves really Thrive and 

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follow through on things that 
they assign themselves and 

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assign their team. 
Yeah, I think it's great. 

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I think a lot of times the 
delegation is like this, this 

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drive-by delegation, okay? 
You do that back that that and 

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they never check up. 
There's no You know, follow-up, 

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there's no weekly meetings to 
evaluate it, there's no, you 

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know, anything else like that. 
It's just I think we're all kind

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of guilty of that and I think a 
lot of the doctors are very 

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perfectionistic, right? 
So they know they think they 

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know how to do everything and 
you might not. 

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So we're going to we're going 
to, I'd like to do a deep dive 

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talking about like maybe how 
some of the practices that are 

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listening here. 
Could be losing some money or 

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patients by the way that they're
answering the phones. 

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I know that's one area kind of 
low hanging fruit. 

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You help and talk to practice is
about. 

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So why don't you start talking 
about? 

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Like, what are some of the 
common problems that you see 

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that practices are doing? 
Yeah. 

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So, absolutely. 
Well, like I said, my background

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is in marketing, so I love 
marketing. 

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I understand marketing Roi, and 
investment, and getting 

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creative, and that's awesome. 
And usually, when a practice 

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wants to grow, the first thing 
that pops into their mind is, 

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let's spend money on marketing, 
right? 

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Let's go do all this marketing. 
Spend all this time, energy and 

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effort. 
Ting, which cost time and money 

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but what they forget is you're 
doing all this marketing and 

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most people aren't going to just
walk in the door. 

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Once they see your marketing, 
they're going to pick up the 

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phone and call your practice. 
And so if we already have 

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marketing out there and we think
oh it's not working, it really 

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could be the fact, it is driving
phone calls into the practice 

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but those phone calls aren't 
getting converted into patients,

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walking in the door and so 
really the awareness of that. 

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Some of the tracking of that. 
Are you missing calls during 

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prime time? 
I'm a lot of practices will not 

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answer the phones in the 
mornings and the afternoons, and

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at lunch. 
And that is when most working 

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professionals are going to be 
calling you and research will 

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show that if I call your 
practice, and I'm a new patient.

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And I have no referral toward 
your practice or I have no 

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reason to pick you. 
If you don't answer, I'm most 

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likely won't leave a voice 
message. 

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I'll hang up and pick the next 
person on the list. 

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So just the fact of answering, 
the phone is step one. 

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And if we're answering those 
phones are We making sure that 

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we're converting that patient 
into a booked appointment. 

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And a lot of times, I see, and 
I've listened to hundreds and 

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hundreds of calls and in how we 
answer questions, and how we 

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make the patient feel, is it a 
Welcome to our practice? 

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We're so excited to see you. 
You've called the right place. 

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It ends up. 
Being what's your what's your 

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name? 
What's your birthday? 

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It's an intake of information. 
And your this basically just 

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answering questions without the 
intention of getting the 

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patient. 
You are and that's Again, part 

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of that accountability, that 
staff member, my job is to get 

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patients, booked on the 
schedule. 

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And I should feel accountable 
for that verse. 

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My, my job is just to answer the
phone and answer questions. 

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So I think that's the biggest 
thing is how we answer questions

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and transition them. 
And just the mindset of getting 

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the patients in the door in this
is something that there should 

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be training. 
Correct. 

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Like we have staff that this 
should be role-played and 

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trained and retrained and secret
secret shopper type of stuff. 

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Absolutely. 
Absolutely. 

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So, actually, that's one of the 
things I do, is I go into 

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practices, I spent an entire day
with them, just on how to answer

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the phones and you might think 
what are you doing for 7 hours 

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about answering the phones but 
we're doing some of what you're 

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saying is what's the call Flow, 
what's the six-step process? 

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We should be following. 
How do we answer questions? 

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What are the common questions 
we're getting in? 

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Are we answering them away? 
That makes is basically 

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marketing so that one agree to 
that appointment. 

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How do we transition? 
Just scheduling how do we 

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schedule effectively and then 
how do we create data capture, 

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and follow-up and systems that 
are keeping us accountable for 

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getting patients in the door. 
So taking time out of the day 

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and in trainings I always ask 
the team. 

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I'm like, isn't it crazy that so
many offices Just Wing It day to

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day? 
Like this is hard like you could

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get 10 different questions on 
the phone. 

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How are we answering that and 
how we converting those collars 

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and into patients? 
So it is a process of breaking 

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old It's and changing our 
mindset and getting those people

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trained and confident to answer 
questions and moving that phone 

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call along. 
So that you're not spending 15, 

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20 minutes on a phone call. 
Then your front desk tops going 

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to be overwhelmed because 
they're just not understanding 

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how to effectively handle a 
call. 

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Mhm. 
Wow. 

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So let's let's let's go into it.
So let's say we can we can do a 

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role-playing okay I can I can I 
do that. 

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So you're going to be the 
office. 

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Okay, I'm going to I'm going to 
ask. 

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Questions. 
Okay. 

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Okay. 
Just for fun. 

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Yeah, let's do it. 
So, I'll dial you up and you say

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hello in the answer. 
My questions. 

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All right, and ring. 
All right, Podiatry, practice. 

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This is Lauren. 
How may I help you? 

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Hi, Lauren. 
I wanted to see if you take my 

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insurance. 
We do work with all insurance 

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companies. 
I'd be happy to do a benefit to 

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check for you. 
How did you hear about our 

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office? 
I heard of you. 

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I Googled you. 
That's why I Googled you, oh, 

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you Googled us. 
I'm so glad you found us. 

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Let's go ahead and get you 
scheduled. 

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Do you prefer morning's or 
afternoons? 

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Well, I just wanted to check. 
I have I have this this think 

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it's free care or health type of
thing. 

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I just wanted to see if you guys
some places don't carry take 

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that insurance. 
So in this role play so to pause

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for a second and this role play 
the it would depend on if we 

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actually did take that 
insurance, right? 

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If you don't if you don't, if I 
don't, then I would say 

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something along the lines of we 
are not in network without 

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insurance. 
But we have plenty of patients 

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that come here because the 
quality of care we provide. 

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How did you hear about us? 
And I consistently go to making 

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the urns. 
It's not the sole focus of the 

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conversation and it's true 
because MassHealth is like, not 

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free care, but we don't take it.
But we see tons of patients that

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they just either can't get in or
they don't get the quality of 

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care or they've just want to see
someone else. 

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Exactly. 
And so that's and that's where 

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we kind of get caught up or the 
people on the phone, get cut up 

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and say, oh, they just would 
answer that question. 

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Say no, we don't take that. 
That sounds to me as a patient. 

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We don't see you, we can't I 
feel instead of leaving that 

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door open. 
You still want to answer the 

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question? 
Honestly, we aren't in that 

230
00:11:16,100 --> 00:11:19,200
group without insurance, but we 
do have plenty of patients who 

231
00:11:19,200 --> 00:11:20,600
come here. 
So, the quality of care, we 

232
00:11:20,600 --> 00:11:24,400
provide and we'd be happy to 
welcome you as a patient, our 

233
00:11:24,400 --> 00:11:26,900
practice. 
And they also do have some 

234
00:11:26,900 --> 00:11:30,000
practices offer a complimentary 
benefits check because sometimes

235
00:11:30,000 --> 00:11:32,800
there is some coverage that 
those patients can get. 

236
00:11:33,000 --> 00:11:34,800
And it's just the unknown that 
scares them. 

237
00:11:34,800 --> 00:11:38,800
It's not necessarily that they 
are going to owe thousands and 

238
00:11:38,800 --> 00:11:41,200
thousands of dollars or it's 
going to be Different than that 

239
00:11:41,200 --> 00:11:44,200
and network. 
Yeah yeah I like that even the 

240
00:11:44,200 --> 00:11:46,900
benefits check of like just in 
what. 

241
00:11:46,900 --> 00:11:50,500
Okay so it's not it's not 
covered but then what is it was 

242
00:11:50,500 --> 00:11:55,200
$150 well that's not that bad or
$200 you know yeah. 

243
00:11:55,400 --> 00:11:58,300
Like what's the estimated fee 
schedule for whatever and we 

244
00:11:58,300 --> 00:12:00,900
have that all kind of we don't 
put it on the website but we 

245
00:12:00,900 --> 00:12:03,700
have it up there and it's not 
it's not that much really and I 

246
00:12:03,708 --> 00:12:06,800
think a lot of them and I can 
say this because I'm married to 

247
00:12:06,808 --> 00:12:08,500
a Brazilian that's why I moved 
here. 

248
00:12:08,500 --> 00:12:10,200
There's a lot of and they don't 
have insurance. 

249
00:12:10,500 --> 00:12:12,800
And they tend to see them, but 
they're used to paying, they 

250
00:12:12,800 --> 00:12:15,700
just don't have insurance, but 
they used to paying for it. 

251
00:12:15,700 --> 00:12:18,800
And so I find a lot of people 
are just used to it, right? 

252
00:12:18,800 --> 00:12:23,300
And so it's good to break down 
the barriers that the person may

253
00:12:23,300 --> 00:12:26,900
have or the preconceived notions
and the often the staff members 

254
00:12:26,900 --> 00:12:28,200
all. 
Listen to tons of calls where 

255
00:12:28,200 --> 00:12:30,900
staff members just say, no, 
we're not in network, but you 

256
00:12:30,900 --> 00:12:32,700
know who you could try is blah. 
Blah blah, blah. 

257
00:12:32,700 --> 00:12:36,700
Blah down the street. 
Yeah, 100% people say that 

258
00:12:36,700 --> 00:12:40,100
because they are thinking I'm 
being helpful when they're 

259
00:12:40,100 --> 00:12:41,700
forgetting. 
You like your job is to get the 

260
00:12:41,700 --> 00:12:44,300
patient a door and if they 
believe you're the best doctor 

261
00:12:44,300 --> 00:12:47,900
for that patient to see them, 
give them the option to come in 

262
00:12:48,300 --> 00:12:50,800
because we all know we pay for 
what we find more valuable. 

263
00:12:50,800 --> 00:12:53,900
So when you do answer questions 
and how your first impression 

264
00:12:54,100 --> 00:12:56,800
will make your practice see more
valuable, which makes that 

265
00:12:56,800 --> 00:13:00,700
hundred and fifty dollars worth 
it rather than zero dollars that

266
00:13:00,700 --> 00:13:02,400
maybe I would have to pay 
somewhere else. 

267
00:13:02,800 --> 00:13:06,500
Yeah. 
How do you let's let's talk 

268
00:13:06,500 --> 00:13:08,300
switching because I'm interested
in this stuff. 

269
00:13:08,300 --> 00:13:12,100
This is funny and a lot of it. 
Let's talk about money. 

270
00:13:12,300 --> 00:13:15,000
That's always kind of a thing 
that no one likes to talk about.

271
00:13:15,900 --> 00:13:18,600
We do a lot of, like, I don't 
know, kind of expensive. 

272
00:13:18,600 --> 00:13:21,200
Probably not like Dental though.
If you've been helping, dentist,

273
00:13:21,300 --> 00:13:23,100
ours is nothing to compare it. 
So, we have some treatment 

274
00:13:23,100 --> 00:13:25,900
called, like, amniotic stem. 
Cell injections are like 1,500. 

275
00:13:26,500 --> 00:13:29,200
Shockwave might be like, 1,200 
for the package. 

276
00:13:29,600 --> 00:13:32,700
Do you recommend prepaying for 
packages of treatment? 

277
00:13:32,700 --> 00:13:36,500
You recommend one at a time? 
Do how do you talk about it? 

278
00:13:36,500 --> 00:13:39,000
As the doctor talk about it. 
Do you have staff? 

279
00:13:39,000 --> 00:13:40,300
You know what are your thoughts 
on that? 

280
00:13:40,700 --> 00:13:43,600
Yeah. 
And there's so another one of my

281
00:13:43,600 --> 00:13:46,500
training days is all about, how 
do you get treatment 

282
00:13:46,500 --> 00:13:48,400
presentation once they're in the
office? 

283
00:13:48,400 --> 00:13:50,900
The it's a different 
conversation than on the phone, 

284
00:13:50,900 --> 00:13:54,400
right? 
Because if I'm on the phone I am

285
00:13:54,400 --> 00:13:56,600
not a doctor answering the 
phone, most likely. 

286
00:13:56,600 --> 00:13:59,700
So even if I quote, you a price,
we don't even know if that's the

287
00:13:59,700 --> 00:14:01,500
best fit for you. 
If that's the best treatment for

288
00:14:01,500 --> 00:14:02,700
you. 
Yep, right. 

289
00:14:02,700 --> 00:14:05,300
So, if I say this is what I 
think you need, or what you're 

290
00:14:05,300 --> 00:14:08,100
asking about. 
Then I'm giving irrelevant a 

291
00:14:08,108 --> 00:14:10,300
good advice. 
Yes, exactly. 

292
00:14:10,500 --> 00:14:14,300
And so, I think you always want 
to give options to your patients

293
00:14:14,300 --> 00:14:18,400
and I love packages. 
I think that's just eliminates 

294
00:14:18,400 --> 00:14:20,100
decision fatigue. 
It helps people. 

295
00:14:20,100 --> 00:14:23,500
If you say, here's a package of 
three treatments or package of 

296
00:14:23,500 --> 00:14:26,000
these three services. 
This is the one price. 

297
00:14:26,500 --> 00:14:28,900
I just make the decision based 
on that one price. 

298
00:14:28,900 --> 00:14:30,800
I don't have to make three 
separate decisions. 

299
00:14:30,800 --> 00:14:33,200
Does that make sense it does? 
Like, for example, we would do, 

300
00:14:33,200 --> 00:14:37,000
let's say an ultrasound not 
covered Shockwave and then amnio

301
00:14:37,000 --> 00:14:40,300
that package is 1500 active, a 
just want the shock wave. 

302
00:14:40,500 --> 00:14:42,700
It's like 900 or something like 
that ugly. 

303
00:14:42,900 --> 00:14:46,200
So bundling it together and I 
also think another really smart 

304
00:14:46,200 --> 00:14:50,400
way to present treatment is to 
have a couple options to kind of

305
00:14:50,400 --> 00:14:54,100
anchor the cost. 
And what I mean by not to tell, 

306
00:14:54,100 --> 00:14:58,000
Dina guys if you're here, if you
guys haven't read Robert Cal 

307
00:14:58,000 --> 00:15:00,000
Dina, you anchored to a higher 
price. 

308
00:15:00,000 --> 00:15:03,200
So tell me about that. 
Yeah, so here's option one, and 

309
00:15:03,200 --> 00:15:07,700
let's call this this is going to
be $2000 or here's option two 

310
00:15:08,000 --> 00:15:10,900
which is 1500 dollars. 
Now, all the sudden, I think I'm

311
00:15:10,900 --> 00:15:13,200
getting a deal or I'm like well 
at least it's not the two 

312
00:15:13,200 --> 00:15:16,200
thousand dollars but fifteen 
hundred dollars and I lead happy

313
00:15:16,500 --> 00:15:18,500
thinking I didn't pay full 
price. 

314
00:15:18,500 --> 00:15:23,000
If you just come at me with the 
$1500 in my you let whatever was

315
00:15:23,000 --> 00:15:25,600
in my head, be my anchor or 
where I think the price should 

316
00:15:25,600 --> 00:15:27,200
start. 
So I thought maybe call in 

317
00:15:27,200 --> 00:15:28,900
thinking, this is going to be 
the five hundred dollar 

318
00:15:28,900 --> 00:15:31,700
procedure. 
You say 1500, I'm going to be 

319
00:15:31,708 --> 00:15:33,700
like whoa, I need to think about
that. 

320
00:15:34,000 --> 00:15:36,100
But if you say, hey here are 
three options. 

321
00:15:36,300 --> 00:15:38,800
Here's price. 
One price to price three. 

322
00:15:39,300 --> 00:15:42,400
All In Instant always start with
the highest. 

323
00:15:42,600 --> 00:15:45,300
Then most of the time, your 
patients will pick the middle 

324
00:15:45,300 --> 00:15:47,800
package. 
So I like to give three options 

325
00:15:47,800 --> 00:15:50,300
and you'll notice this when 
you're Googling or a big 

326
00:15:50,300 --> 00:15:52,800
marketing companies, they 
usually have three options 

327
00:15:53,100 --> 00:15:56,500
because scientifically proven 
people, they don't want the 

328
00:15:56,500 --> 00:16:00,200
least and they don't want the 
biggest so they usually go with 

329
00:16:00,200 --> 00:16:01,900
the middle. 
So whatever your most popular 

330
00:16:01,900 --> 00:16:05,400
packages I make your middle, 
make some VIP bigger package 

331
00:16:05,400 --> 00:16:08,200
that anchors them at a higher 
price and then have a lower 

332
00:16:08,200 --> 00:16:11,900
package. 
So I think that that is is 

333
00:16:11,900 --> 00:16:14,700
bundling things together and 
then giving that anchoring of 

334
00:16:14,700 --> 00:16:17,700
price, I think are really good 
strategies, but I would always 

335
00:16:17,700 --> 00:16:23,500
offer payment options like your 
credit or a different vision is 

336
00:16:23,500 --> 00:16:25,800
great. 
Different ways for me to pay 

337
00:16:26,100 --> 00:16:28,800
because of cost is truly a 
barrier and it's just I can't 

338
00:16:28,800 --> 00:16:31,800
produce that money right now, 
but I really want it then give 

339
00:16:31,800 --> 00:16:34,800
me options and that makes me 
feel like you care about me as a

340
00:16:34,808 --> 00:16:37,500
person and you're working with 
me as your patient. 

341
00:16:38,300 --> 00:16:42,400
It's need um, how about Dude, 
you ever do any like shock and I

342
00:16:42,400 --> 00:16:45,600
work in terms of like a shotgun 
all packaged with your 

343
00:16:45,700 --> 00:16:47,800
practices. 
So that's kind of like Dan 

344
00:16:47,800 --> 00:16:49,800
Kennedy talks. 
Like sending these big box or 

345
00:16:49,800 --> 00:16:52,800
PDFs or things like that. 
To present patient makes an 

346
00:16:52,800 --> 00:16:55,000
appointment, you send them all 
the stuff to kind of pre-frame 

347
00:16:55,000 --> 00:16:57,900
them before they come in saying,
okay, we do expect like a 

348
00:16:58,200 --> 00:17:00,100
orthodontist, will put them on 
the same day. 

349
00:17:00,100 --> 00:17:02,100
It'll be eight grand this in 
that. 

350
00:17:02,100 --> 00:17:05,200
Do you have any tips for that or
any thoughts? 

351
00:17:05,599 --> 00:17:11,099
Yeah, so I think when you're 
doing marketing and And any time

352
00:17:11,099 --> 00:17:13,400
you can do something that's 
different from everybody else. 

353
00:17:13,700 --> 00:17:17,000
I think that's where we're going
to win, right? 

354
00:17:17,000 --> 00:17:19,700
Like if for example a lot of 
doctors offices will do a 

355
00:17:19,708 --> 00:17:23,099
postcard in the mail if I'm 
going through the mail, nine 

356
00:17:23,099 --> 00:17:25,500
times out of ten, we all did 
this right. 

357
00:17:25,700 --> 00:17:28,500
What where are my Christmas 
cards, where the handwritten 

358
00:17:28,500 --> 00:17:29,700
letters? 
Where my bills? 

359
00:17:29,700 --> 00:17:31,200
Let me throw everything else 
out. 

360
00:17:31,300 --> 00:17:34,500
But if you can do something kind
of to what you're speaking of is

361
00:17:34,900 --> 00:17:38,100
a male or that has something in 
it, I will not throw that away. 

362
00:17:38,100 --> 00:17:40,200
I will open it. 
So I've had practice. 

363
00:17:40,300 --> 00:17:43,300
This puts, it doesn't have to be
big, it could be just a small 

364
00:17:43,300 --> 00:17:47,800
puff email or with something in 
it that just makes you go. 

365
00:17:47,800 --> 00:17:50,500
Hmm, what's this? 
I'm going to open it and now 

366
00:17:50,500 --> 00:17:53,700
you've caught my attention 
versus being just a postcard. 

367
00:17:53,700 --> 00:17:56,100
I throw in the mail or through 
the trash. 

368
00:17:56,400 --> 00:18:00,800
So, any type of package or pink 
one female or something like 

369
00:18:00,800 --> 00:18:03,100
that? 
Yeah, lovely mailer is great. 

370
00:18:03,500 --> 00:18:06,600
The other thing is I really am a
big fan of new patient. 

371
00:18:06,600 --> 00:18:10,100
Welcome gifts. 
So is the patient comes having 

372
00:18:10,100 --> 00:18:13,400
some Reciprocity guys, child. 
Exactly prosity. 

373
00:18:14,000 --> 00:18:17,300
Yes exactly what it is. 
Before I ask you before, you ask

374
00:18:17,300 --> 00:18:20,500
me for anything, you give me a 
gift and there's a lot of 

375
00:18:20,508 --> 00:18:22,600
science behind that. 
If you give me something first, 

376
00:18:22,700 --> 00:18:25,800
I'm way more likely to comply 
with whatever you ask me to do 

377
00:18:25,900 --> 00:18:27,700
after funny. 
Funny question, I just thinking 

378
00:18:27,700 --> 00:18:29,300
about it now. 
Like we give socks and a water 

379
00:18:29,300 --> 00:18:31,000
bottle because we're podiatrist,
right? 

380
00:18:31,000 --> 00:18:33,600
So they're athletes. 
We give it when they leave. 

381
00:18:33,600 --> 00:18:36,600
Like when they buy the Orthotics
then they so you actually would 

382
00:18:36,600 --> 00:18:39,300
give it when they come in like 
first patient entry. 

383
00:18:39,300 --> 00:18:43,300
This is for you. 
Yeah, before I before because at

384
00:18:43,300 --> 00:18:47,600
that point, they're like, okay, 
well I gave you my time my 

385
00:18:47,600 --> 00:18:49,900
money. 
And now I get a pair of socks 

386
00:18:49,900 --> 00:18:51,800
like that's their thought 
process, right? 

387
00:18:51,800 --> 00:18:54,500
Whereas if I walk in, I have 
done nothing for you and you 

388
00:18:54,500 --> 00:18:57,800
hand me a gift even if it's a 
socks and water bottle, like oh 

389
00:18:57,800 --> 00:19:01,700
wow, this is a surprise, this is
a delight verse at the end which

390
00:19:01,700 --> 00:19:03,600
is still great that you're doing
that. 

391
00:19:03,700 --> 00:19:07,000
But if you can just flip them, I
think you'll notice a really big

392
00:19:07,000 --> 00:19:09,800
bump in your compliance. 
And yeah, some people will still

393
00:19:09,800 --> 00:19:13,300
just I'll take the bottle and 
walk out, maybe not do whatever 

394
00:19:13,300 --> 00:19:16,500
treatment suggest, but nine 
times out of ten, I guarantee 

395
00:19:16,500 --> 00:19:19,900
it's going to make them more 
likely to cooperate with you and

396
00:19:19,900 --> 00:19:22,100
want to do treatment with you. 
You have Goodwill. 

397
00:19:22,600 --> 00:19:24,800
That's awesome. 
I think I think that's that's 

398
00:19:24,800 --> 00:19:27,600
something great for just for 
just simple things, just 

399
00:19:27,600 --> 00:19:29,400
switching the order order 
things. 

400
00:19:29,900 --> 00:19:35,700
Let's talk a little bit about 
your thoughts on, like, in terms

401
00:19:35,700 --> 00:19:39,900
of direct response marketing, 
the whole idea of of staying in 

402
00:19:39,900 --> 00:19:43,300
front Of your actual customers 
and building your list. 

403
00:19:43,600 --> 00:19:46,000
Are you still a believer in 
regular newsletters? 

404
00:19:46,000 --> 00:19:49,500
You do email newsletters, how 
often, how much is too much 

405
00:19:49,500 --> 00:19:51,800
things like that. 
What is your recommendation? 

406
00:19:52,500 --> 00:19:57,500
So my biggest recommendation 
right now is for practices to do

407
00:19:57,500 --> 00:20:03,000
video and not even if they're 
doing a newsletter, put a video 

408
00:20:03,000 --> 00:20:05,300
in it and it doesn't have to be 
a long video. 

409
00:20:05,300 --> 00:20:10,800
It can be, you know like the 
length of an Instagram real Or a

410
00:20:10,800 --> 00:20:13,900
tick tock and make it fun and 
the personality to practice. 

411
00:20:13,900 --> 00:20:17,700
I think a lot of times we try 
video and if it's boring, people

412
00:20:17,700 --> 00:20:20,600
are going to watch that. 
But people we know are drawn to 

413
00:20:20,600 --> 00:20:23,700
content through video. 
And if we can do content through

414
00:20:23,700 --> 00:20:27,600
video and some intriguing things
that I'm like, oh my gosh, this 

415
00:20:27,600 --> 00:20:30,400
is funny. 
Let me share it, then that's 

416
00:20:30,400 --> 00:20:32,800
going to also double your 
marketing because now I'm 

417
00:20:32,800 --> 00:20:34,600
sharing it with my friends, 
right? 

418
00:20:34,700 --> 00:20:37,300
I'm actually open it because it 
looks interesting. 

419
00:20:37,600 --> 00:20:40,200
So what I say video, don't just 
mean any. 

420
00:20:40,400 --> 00:20:43,300
It's going to work but it's 
these intriguing videos that get

421
00:20:43,300 --> 00:20:48,300
my attention and make me open 
your email and some offices. 

422
00:20:48,300 --> 00:20:50,900
I work with they do very 
professional videos, even for 

423
00:20:50,900 --> 00:20:55,300
recruiting for retention, for 
welcoming new patients that are 

424
00:20:55,300 --> 00:20:58,200
very nice and I think that's 
great for a first impression. 

425
00:20:58,500 --> 00:21:01,000
But then also those touch points
where they're doing more fun 

426
00:21:01,000 --> 00:21:03,400
videos. 
Let's show you the personality 

427
00:21:03,400 --> 00:21:05,400
of the practice. 
We're not just like everybody 

428
00:21:05,400 --> 00:21:07,600
else. 
How do we stand out again? 

429
00:21:07,600 --> 00:21:11,200
Like if marketing, if you can 
stand out, Who the noise you're 

430
00:21:11,200 --> 00:21:12,600
going to win when you're 
marketing? 

431
00:21:13,600 --> 00:21:15,600
That's great. 
And then is it is, it is. 

432
00:21:15,900 --> 00:21:18,800
So I kind of know the answer 
with some worker to say is, is 

433
00:21:18,800 --> 00:21:21,200
weekly too much. 
Is it once a month? 

434
00:21:21,200 --> 00:21:25,000
Is it daily, you know, in terms 
of what are your thoughts? 

435
00:21:25,600 --> 00:21:27,600
Yeah, I think it's all about 
tracking. 

436
00:21:27,600 --> 00:21:30,200
It's all about tracking. 
If your emails aren't getting 

437
00:21:31,100 --> 00:21:34,400
getting opened up then 
something's wrong, right? 

438
00:21:34,400 --> 00:21:37,200
I don't like to have like a 
blanket statement of like this 

439
00:21:37,200 --> 00:21:40,000
is the right answer because 
you'll hear anything from you 

440
00:21:40,000 --> 00:21:42,300
should. 
Three times a day on social 

441
00:21:42,300 --> 00:21:44,000
media manager truck, right? 
This has. 

442
00:21:44,000 --> 00:21:46,300
Yeah. 
It's like the that's seems like 

443
00:21:46,300 --> 00:21:49,100
so much but, but my question is 
always about tracking the 

444
00:21:49,108 --> 00:21:52,000
marketing is about tracking. 
What are if you're sending these

445
00:21:52,000 --> 00:21:55,400
communication emails, what Roi 
are you getting at the interval?

446
00:21:55,400 --> 00:21:57,700
You're currently doing it? 
If we add more? 

447
00:21:57,700 --> 00:21:59,900
Is that going to improve or 
diminish? 

448
00:22:00,200 --> 00:22:02,400
If no one's open are emails and 
sending more is probably not 

449
00:22:02,400 --> 00:22:03,700
going to make them open or 
emails. 

450
00:22:03,700 --> 00:22:07,800
I would look back and say, 
what's our subject line? 

451
00:22:07,800 --> 00:22:09,300
Because that's going to make me 
open it or not. 

452
00:22:09,300 --> 00:22:10,100
I think that's the most 
important. 

453
00:22:10,300 --> 00:22:13,200
Orton part of the entire email. 
And then the first impression, 

454
00:22:13,200 --> 00:22:16,900
if you can do an email with a 
video in it, I click it. 

455
00:22:16,900 --> 00:22:18,100
That's going to help your click 
rate. 

456
00:22:18,100 --> 00:22:21,700
That's going to help me realize.
Oh I enjoy opening these emails.

457
00:22:22,100 --> 00:22:25,300
The next one that comes through.
I'm more likely to open versus 

458
00:22:25,300 --> 00:22:28,300
just like one that looks exactly
like a template in email that 

459
00:22:28,300 --> 00:22:31,300
probably your but I have it to 
you know, that a marketing 

460
00:22:32,200 --> 00:22:36,300
service email, provider creates,
but as consumers, we know what 

461
00:22:36,300 --> 00:22:38,400
those look like and we just 
think oh, it's just another 

462
00:22:38,400 --> 00:22:42,900
email easy, trash, trash trash. 
So I think it's all tracking. 

463
00:22:43,200 --> 00:22:45,800
See what's working? 
Have a great subject line and 

464
00:22:45,800 --> 00:22:47,700
then have content. 
That makes me want to open it 

465
00:22:47,700 --> 00:22:49,800
again. 
You're so evil. 

466
00:22:50,100 --> 00:22:52,300
Awesome. 
So Lauren I'm gonna ask you one 

467
00:22:52,300 --> 00:22:57,700
more question, it's going to be 
about online reviews, but before

468
00:22:57,700 --> 00:23:00,200
we do that, if people are 
listening they maybe want to 

469
00:23:00,208 --> 00:23:03,200
learn more about you and your 
company in terms of marketing 

470
00:23:03,200 --> 00:23:06,000
and chat with you. 
What's the best website that 

471
00:23:06,000 --> 00:23:08,300
they can go to and I'll put that
underneath the video as well. 

472
00:23:08,800 --> 00:23:10,100
Oh thank you very much for 
doing. 

473
00:23:10,200 --> 00:23:14,700
That so it's just www.the 
practice potential.com. 

474
00:23:15,000 --> 00:23:17,200
Okay. 
And on there you can request and

475
00:23:17,200 --> 00:23:21,000
set up a console call with me 
and we can chat about ways to 

476
00:23:21,000 --> 00:23:23,300
help will be kind of like this. 
You tried for half hour. 

477
00:23:23,300 --> 00:23:26,600
See if it's a good fit. 
So the practice potential, 

478
00:23:26,700 --> 00:23:28,400
great. 
And I think you guys will enjoy 

479
00:23:28,400 --> 00:23:31,100
chatting and you know, I think 
that's I think it's good. 

480
00:23:31,100 --> 00:23:34,100
The more people you meet the 
more ideas you get, I just got 

481
00:23:34,100 --> 00:23:37,400
some great ideas right now and 
hope it if it's a good fit, you 

482
00:23:37,408 --> 00:23:38,600
know? 
That's that's how you make your 

483
00:23:38,600 --> 00:23:42,300
practice Grosso. 
The last question is, I how do 

484
00:23:42,300 --> 00:23:44,600
you? 
What's the best type of reviews 

485
00:23:44,600 --> 00:23:46,600
is it video, is it Google 
reviews? 

486
00:23:46,600 --> 00:23:49,000
And do you have any great tips 
at getting them? 

487
00:23:50,800 --> 00:23:53,000
So, a lot of parts of that 
question. 

488
00:23:53,000 --> 00:23:56,600
So I said the first thing is, I 
think video reviews are great. 

489
00:23:56,600 --> 00:23:59,400
Always, I'm always gonna be an 
advocate of videos have those 

490
00:23:59,400 --> 00:24:01,700
but also still have your Google 
reviews. 

491
00:24:02,900 --> 00:24:07,200
And so, both all is the answer. 
All of the above get as many 

492
00:24:07,200 --> 00:24:10,700
reviews as possible. 
I do think it makes it easy when

493
00:24:10,700 --> 00:24:17,300
you have a QR code or something 
at checkout and you have it easy

494
00:24:17,300 --> 00:24:20,600
to where I just scan the QR code
and I go go right into their but

495
00:24:20,600 --> 00:24:23,300
above anything else. 
Any other tip I can give you 

496
00:24:23,300 --> 00:24:28,000
about getting more reviews, ask 
for reviews, which sounds so 

497
00:24:28,000 --> 00:24:30,200
simple. 
And most people will say, oh, I 

498
00:24:30,200 --> 00:24:30,900
do that. 
I do that. 

499
00:24:30,900 --> 00:24:32,800
Okay, tell me what you say, how 
much you say and they'll say 

500
00:24:32,800 --> 00:24:35,600
something like that. 
Don't forget to review us or 

501
00:24:35,600 --> 00:24:38,100
send us a review. 
That is not a question that is 

502
00:24:38,108 --> 00:24:41,500
not asking that's a suggestion. 
So I always say change your 

503
00:24:41,500 --> 00:24:44,600
verbiage and get a verbal 
commitment from them that way 

504
00:24:44,600 --> 00:24:47,700
when they leave, they actually 
felt that principle of 

505
00:24:47,700 --> 00:24:49,200
commitment. 
I agreed. 

506
00:24:49,400 --> 00:24:51,800
Do this review. 
I'm more likely to do the 

507
00:24:51,800 --> 00:24:54,700
review. 
So for example you could say 

508
00:24:54,700 --> 00:24:57,600
something like how was your 
visit a oh my gosh, it was so 

509
00:24:57,600 --> 00:24:59,600
great. 
Oh, we love to hear that. 

510
00:24:59,600 --> 00:25:02,300
Do you mind going ahead and scan
that QR code, and leaving us a 

511
00:25:02,300 --> 00:25:05,300
review, pause. 
Wait for the answer, they say, 

512
00:25:05,300 --> 00:25:09,200
yes, and you've LED that in. 
So there's ways to do it without

513
00:25:09,200 --> 00:25:12,600
feeling pushy, but a lot of 
times we shy so much away from 

514
00:25:12,600 --> 00:25:17,300
asking that it's almost, you 
know, if you feel like it kind 

515
00:25:17,300 --> 00:25:21,300
of sort of, maybe Leave a 
review, maybe but you don't have

516
00:25:21,300 --> 00:25:24,700
to that it comes out very much 
like a suggestion. 

517
00:25:24,700 --> 00:25:28,800
So above anything else, ask wait
for them to say yes, and you'll 

518
00:25:28,800 --> 00:25:32,200
see a huge increase in the 
number of reviews you get, you 

519
00:25:32,208 --> 00:25:33,800
know, that's great. 
Great, great. 

520
00:25:33,800 --> 00:25:35,100
Great. 
Well, thank you so much Lauren 

521
00:25:35,100 --> 00:25:37,900
that was very helpful. 
Lot of great ideas. 

522
00:25:38,400 --> 00:25:40,800
Check out Lauren's website. 
I appreciate your time. 

523
00:25:41,300 --> 00:25:43,000
Thank you so much. 
I appreciate you too.