Converting Calls into Patients

WEBVTT

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There we go.

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The hyped up music.

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It's like first day of school.

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Back to school for a lot of kids.

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Big week.

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Your kid's not going to school yet, right?

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Just born?

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no no just school hard

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knocks first all right uh

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he's dave kittle I'm jimmy

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mckay tony maritato may be

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joining us and maybe not um

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what do you want to talk

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about later if tony joins

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us you want to talk about a

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pretty innovative idea or a

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weird idea I was like

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reading it I was like

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waking up in bed reading on

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my phone and you wanted

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your maybe we're going to

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talk about this at some

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point so I do want to front

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tease this bark.com isn't

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bark.com about like pet owners

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You would think.

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I mean, it's basically like Thumbtack.

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You could use Thumbtack.com or Bark.

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They're both apps.

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You could use them to hire

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someone for music lessons for your kid,

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to find a roofer,

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a local service provider, a handyman,

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massage therapist, physical therapist,

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personal trainer.

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There's a lot of pros on there.

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So it's like two different platforms.

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But to tease that,

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and I want to do it with

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Tony if he comes today or some other time,

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but to tease it,

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So that's how I believe,

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especially mobile physical

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therapists can get their

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next ten patients.

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See,

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can I tell you how Jimmy McKay's brain

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works?

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What do you got?

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So it's like weird.

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So you said Bark.com and I,

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for some reason, oh,

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maybe it's because of BarkBox.

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So I just assumed bark.com

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was like how to find pet

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walkers or pet sitters or whatever.

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And you were like, want to find patients.

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I, I thought it was like, man,

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Dave's going like inception,

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like three levels deep here.

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I thought you were looking for like, Hey,

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if I can't walk my dog,

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maybe one of the reasons is

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I'm having pain.

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That's too deep.

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I'm like, I don't know, man.

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That's too much of a leap.

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But I was like, okay, we'll talk about it.

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Okay.

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I sent those screenshots,

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but I don't want to...

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We'll do it whenever we cover it.

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We'll get to it.

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The conversation will be a

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little more linear with less leaps.

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But I do like... You know me,

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I like leaps.

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And I was like, man,

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that's leapy even for me.

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I was like, that's a lot.

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That's a lot of leaps, bro.

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All right.

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So let's talk about this.

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I was sort of like...

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like frustrated for you, not for you.

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You don't seem to be frustrated.

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I'm frustrated with the

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conversation that we were

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having around like the first phone call.

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And then I started thinking like,

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I bet you the audience

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either isn't frustrated or

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if they started listening to us,

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they're like,

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maybe it's one of those

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things I should review.

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right?

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So the first phone call,

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terribly important, right?

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I mean,

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when does marketing or public

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relations start before you

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get on the phone?

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Like, let's be honest here.

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It's before it's what

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someone thinks of you or,

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or gets the vibe from your

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ad or your website or what

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someone says about you

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before they get there.

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So this isn't the first contact,

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but it's your first

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opportunity to sort of back

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that up and show that, yes, I am this,

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this,

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whatever you saw or think that

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you're going to get,

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I now need to reinforce it.

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So a lot of the first phone calls,

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people will have either

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grip it and rip it, which in radio,

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which is like grab the

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microphone and we're going to wing it.

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Or do we have some sort of framework?

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So I, of course,

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went into one of my

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favorite books into that mode,

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which is Chris Voss,

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Never Split the Difference.

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It's one of the very few

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books that I've read multiple times.

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I like reading,

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but I don't read the same book twice.

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Some people do.

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And Chris Voss,

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I've read multiple times and took notes.

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And I sort of put my, you know,

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could I pretend to be Chris Voss?

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And now with artificial intelligence,

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you can pretend to be Chris Voss.

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You can pretend to have a

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conversation with Chris Voss.

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And so I gave,

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I created a custom GPT and I

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sort of had a conversation

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with it and said,

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you're Chris Voss and you

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have all of his attributes and yada, yada,

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yada.

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Love it.

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Your goal is to get, to make sure that,

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The person who gets on the

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first phone call books that

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appointment and it's the right person.

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Like, cause I don't want to just,

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I wanted to make sure it

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was the right person.

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So there is a filter in filter out.

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And the reason we,

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the reason I did that is I

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could hear Dave's voice in my head saying,

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but I don't want the wrong patient.

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Cause the wrong patient will

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cost me money or could cost me money.

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And then I gave it one time

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and frustration, but yes, times money,

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right.

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Times money and frustration.

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Right.

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So, and then the last prompt I said was,

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it's gotta be five questions or less.

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First I went with like nine

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or seven or something like that.

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And then I was like, you know what?

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Keep going.

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So I wanted to, and then my thought is,

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besides doing this on a live stream,

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I want to make sure that I

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do a video specifically on this.

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So I'm gonna make like some side content.

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So hopefully some people will find that.

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So, all right.

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So give me a second to bring up the list,

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but what are your thoughts

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on like the prompt?

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The fact that Chad Chibiti,

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what you did is genius.

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I'm so excited to cover this

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right now because the fact

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that a piece of software

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can use Chris Voss.

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If you haven't read the book,

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Never Split the Difference,

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listen to it on Audible.

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He reads it.

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He's got a great voice.

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CIA or FBI?

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FBI investigator?

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Not investigator, hostage negotiator.

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He reads it.

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He changes tonality.

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If you have the paperback book,

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it's great.

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You have to listen to the

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audio book to hear the

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difference in tonality.

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He changes speeds and inflection point.

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I mean, it's just incredible.

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Dave,

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every once in a while when you want

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to calm him down,

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you use late night radio DJ voice.

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And the funny thing is,

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In radio,

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we were never told or taught that,

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but you learned it.

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And I think really good

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speakers do these things,

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whether they're innate or

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they were coached up to do this.

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So, all right.

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So here are the five

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essential questions that you need to ask.

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in your first phone call

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with a potential patient.

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And here's number one.

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And real quick,

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just because you're teasing it,

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but would this be,

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would you think more for

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cash practices like mine?

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Because Tony's practice that's in-network,

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it's like they call, they're like, hey,

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do you take UnitedHealthcare in-network?

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And he's like, yeah, we take it.

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And then they kind of book an appointment.

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There's so much less

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friction because it's just like, yeah,

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we take your insurance, whatever.

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Our style of phone call needs more context,

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right?

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If you called me about your

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dad for home visit, it's like, well,

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I need to make sure.

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Do we cover the area, all that?

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And then also you're thinking like,

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do you take the Medicare,

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the UnitedHealthcare, whatever?

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And I have to kind of change

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the context of the conversation,

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which is why we have these

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questions we're about to go over.

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Right.

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So again, this...

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the reason we're doing this

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and the reason we're doing

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it live is like,

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that's really the only way you learn,

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right?

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Like that's why we ask questions in class.

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So I took more of an approach,

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is it for less of a Tony

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type clinic in network and

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more of what you were doing, right?

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So question number one,

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according to my virtual

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Chris Voss solving our problems for me,

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is very open-ended in his style.

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The goal is to understand

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the patient's needs and

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determine if they're

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serious about treatment.

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Here's the question.

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Can you tell me more about

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what's going on and what

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you're hoping to achieve

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with physical therapy?

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So that's a double question, right?

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What's going on and what

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you're hoping to achieve?

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So give me the issue.

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And then your job really is to,

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because it's a phone call,

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but if it were in person, is to

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nod or every once in a while

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as chris voss would say you

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know make some sort of

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noise or or audible uh

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sound that shows that

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you're yes you're

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continuing as psychologists

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do they often stroke their

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their beard and they nod

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and they continue so first

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question can you tell me

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more about what's going on

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and what you're hoping to

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achieve with physical

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therapy thoughts opening move

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I would split that up into

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two questions so the first

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question jimmy so so tell

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me what's going on right

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now you if someone

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especially like here we're

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in new york city right so

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some people are going to be

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very like very curt very

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like they'll give you one

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sentence and then some

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people are going to try to

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tell you like their whole

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life story right so on the

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first question of

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Tell me what's going on,

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which is so open ended.

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So I would say I want to ask

00:08:17.451 --> 00:08:18.612
the prospective patient

00:08:18.791 --> 00:08:19.992
client or if it's the

00:08:20.012 --> 00:08:20.971
family member calling in.

00:08:21.372 --> 00:08:22.653
Hey, so tell me what's going on.

00:08:22.872 --> 00:08:23.072
Like,

00:08:23.473 --> 00:08:26.394
is it a toe fracture or did your

00:08:27.014 --> 00:08:28.095
spouse or whatever just get

00:08:28.134 --> 00:08:29.035
discharged from the hospital?

00:08:29.055 --> 00:08:30.214
Like very two different,

00:08:30.475 --> 00:08:31.576
drastically two different things.

00:08:31.776 --> 00:08:32.296
Well, hold on.

00:08:32.475 --> 00:08:33.917
Let me let me come back and say,

00:08:34.076 --> 00:08:35.917
I think that does let me use.

00:08:36.017 --> 00:08:36.297
Let me go.

00:08:36.336 --> 00:08:37.857
Chris Voss on you is very meta.

00:08:38.697 --> 00:08:39.899
it feels like you're saying

00:08:39.918 --> 00:08:41.100
you're trying to narrow the

00:08:41.120 --> 00:08:41.981
person down to make sure

00:08:42.001 --> 00:08:42.682
that they're staying in

00:08:42.701 --> 00:08:43.643
within the scope right

00:08:43.663 --> 00:08:44.423
because some people might

00:08:44.443 --> 00:08:45.384
get right to the point and

00:08:45.424 --> 00:08:46.225
some people might go too

00:08:46.245 --> 00:08:47.988
wide that's where I sort of

00:08:48.028 --> 00:08:48.969
like this question because

00:08:48.989 --> 00:08:50.049
it says can you tell me

00:08:50.090 --> 00:08:51.091
about more about what's

00:08:51.110 --> 00:08:52.732
going on and what you're

00:08:52.753 --> 00:08:53.493
hoping to achieve with

00:08:53.513 --> 00:08:54.875
physical therapy so it sort

00:08:54.914 --> 00:08:57.236
of stays open-ended but then also

00:08:58.138 --> 00:08:59.278
puts a circle around.

00:08:59.318 --> 00:09:01.501
It puts like a gator in your

00:09:01.522 --> 00:09:01.981
physical therapy.

00:09:02.001 --> 00:09:03.703
Cause the, the, the, the classic question,

00:09:03.783 --> 00:09:04.664
what brought you in today?

00:09:05.005 --> 00:09:07.028
My car, they answered the question,

00:09:07.368 --> 00:09:08.769
but you didn't ask a good question.

00:09:08.809 --> 00:09:10.351
So they gave you a crappy answer.

00:09:12.000 --> 00:09:14.244
I think for some prospective callers that,

00:09:14.384 --> 00:09:14.663
you know,

00:09:14.984 --> 00:09:16.446
this is assuming like practice owners,

00:09:16.666 --> 00:09:18.687
their PTs, OTs listening, watching this,

00:09:18.727 --> 00:09:20.370
like they might be still

00:09:20.409 --> 00:09:22.030
doing the callbacks or the

00:09:22.152 --> 00:09:22.892
initial phone calls,

00:09:22.991 --> 00:09:24.193
or they have an admin and

00:09:24.234 --> 00:09:25.414
you want to kind of train

00:09:25.495 --> 00:09:27.056
up and help your admin with

00:09:27.096 --> 00:09:27.856
the calls like this.

00:09:28.638 --> 00:09:30.440
The what do you hope to achieve?

00:09:30.519 --> 00:09:32.802
I think maybe just for New

00:09:32.841 --> 00:09:34.543
Yorkers that call in for us,

00:09:34.582 --> 00:09:36.043
like I feel like some folks

00:09:36.203 --> 00:09:37.826
might need to have that

00:09:37.865 --> 00:09:39.846
question asked of them twice.

00:09:40.327 --> 00:09:42.350
Like if they start going real long of like,

00:09:42.730 --> 00:09:43.330
so let me tell you,

00:09:43.850 --> 00:09:44.772
let me tell you the whole story.

00:09:45.032 --> 00:09:46.653
Back in nineteen eighty two.

00:09:47.774 --> 00:09:49.034
Hold on, hold on, hold on.

00:09:49.075 --> 00:09:50.515
So this is where what are

00:09:50.535 --> 00:09:51.697
you looking to achieve?

00:09:52.398 --> 00:09:53.739
Like we're looking to

00:09:53.798 --> 00:09:56.240
achieve with in-home physical therapy or,

00:09:56.520 --> 00:09:56.761
you know,

00:09:58.688 --> 00:09:59.629
performance physical therapy.

00:09:59.649 --> 00:10:00.730
Right.

00:10:01.230 --> 00:10:01.330
Yeah.

00:10:01.389 --> 00:10:03.311
I think this is where, um,

00:10:03.510 --> 00:10:04.331
you can sort of cheat.

00:10:04.350 --> 00:10:05.331
Like we can still make it

00:10:05.371 --> 00:10:06.532
these five questions and

00:10:06.552 --> 00:10:07.592
we're still on number one.

00:10:08.653 --> 00:10:10.754
You can have these followup or what the,

00:10:10.774 --> 00:10:13.134
like a drill down question as Voss.

00:10:13.195 --> 00:10:14.215
I don't think he actually called it that,

00:10:14.235 --> 00:10:15.035
but that's what I sort of,

00:10:15.056 --> 00:10:16.255
that was the word I sort of put it,

00:10:16.275 --> 00:10:18.177
which is like, help me understand.

00:10:18.216 --> 00:10:19.898
Or it sounds as if the

00:10:19.998 --> 00:10:21.557
sounds as if is labeling.

00:10:22.219 --> 00:10:22.538
Right.

00:10:22.678 --> 00:10:22.899
And like,

00:10:22.918 --> 00:10:23.818
we can talk a little bit about

00:10:23.839 --> 00:10:25.440
why that's so powerful, but,

00:10:25.700 --> 00:10:27.162
Instead of Dave saying, oh,

00:10:27.361 --> 00:10:28.523
so your knee's the biggest issue.

00:10:28.644 --> 00:10:29.024
No, no, no,

00:10:29.063 --> 00:10:30.024
that's actually not what I'm saying.

00:10:30.385 --> 00:10:32.668
It sounds as if your knee's

00:10:32.687 --> 00:10:34.590
the primary reason for you calling me.

00:10:34.931 --> 00:10:35.912
It gives them an out.

00:10:36.452 --> 00:10:37.913
Or it lets them say, yes,

00:10:38.053 --> 00:10:39.096
you heard me correctly.

00:10:39.416 --> 00:10:41.378
But it gives them that all-important out.

00:10:42.421 --> 00:10:44.020
Which lets them say like, oh, no, actually,

00:10:44.041 --> 00:10:45.121
that's that's not it.

00:10:45.182 --> 00:10:46.902
What I meant to say is my back.

00:10:46.922 --> 00:10:48.121
And I think that's, you know,

00:10:48.162 --> 00:10:48.942
because my knee was

00:10:48.962 --> 00:10:49.783
nineteen eighty three.

00:10:50.263 --> 00:10:52.803
So I would actually say we

00:10:52.823 --> 00:10:53.744
wouldn't count against you

00:10:53.764 --> 00:10:55.384
to ask those sort of drill

00:10:55.423 --> 00:10:57.945
down or labeling questions

00:10:58.105 --> 00:10:59.004
or to be able to make sure

00:10:59.044 --> 00:11:00.184
before you move on.

00:11:00.565 --> 00:11:02.125
So these are like just big, big,

00:11:02.206 --> 00:11:03.025
big questions.

00:11:03.385 --> 00:11:05.826
um general milestone or

00:11:05.886 --> 00:11:07.027
guide post questions all

00:11:07.047 --> 00:11:07.868
right so that's number one

00:11:08.327 --> 00:11:10.129
so I could see and real

00:11:10.168 --> 00:11:12.048
quick the the their answer

00:11:12.308 --> 00:11:14.269
their reply on what do you

00:11:14.330 --> 00:11:16.890
hope to achieve you want to

00:11:17.010 --> 00:11:18.371
use that later in the call

00:11:18.772 --> 00:11:20.172
correct we'll get into it

00:11:20.292 --> 00:11:21.452
as much as I tell people

00:11:21.533 --> 00:11:22.873
all the time when I do I've

00:11:22.893 --> 00:11:24.413
done meeting facilitations

00:11:24.453 --> 00:11:25.533
before you ever been to one

00:11:25.553 --> 00:11:26.053
of the you know big

00:11:26.094 --> 00:11:27.174
whiteboard sesh someone's

00:11:27.195 --> 00:11:28.414
in the front right this is

00:11:28.434 --> 00:11:29.134
what a lot of college

00:11:29.154 --> 00:11:30.635
professors do or like ideation

00:11:32.168 --> 00:11:33.048
I tell people all the time,

00:11:33.168 --> 00:11:33.988
you're gonna give me all

00:11:34.008 --> 00:11:34.807
the answers anyway.

00:11:34.827 --> 00:11:35.589
It's gonna drive you nuts,

00:11:35.609 --> 00:11:36.048
because you're like,

00:11:36.068 --> 00:11:37.188
the answers were in the room.

00:11:37.808 --> 00:11:39.109
And that's sort of the way I

00:11:39.129 --> 00:11:40.168
like for people to look at

00:11:40.288 --> 00:11:41.610
an interview or a phone call,

00:11:41.629 --> 00:11:42.970
which is like, remember,

00:11:43.049 --> 00:11:43.889
it's not your job to

00:11:43.909 --> 00:11:44.870
actually come up with the answers.

00:11:44.929 --> 00:11:46.070
It's your job to facilitate

00:11:46.090 --> 00:11:48.750
the answers coming out and then make sure,

00:11:48.791 --> 00:11:48.931
hey,

00:11:49.071 --> 00:11:50.630
it sounds as if that's what we're

00:11:50.650 --> 00:11:51.110
talking about.

00:11:51.150 --> 00:11:52.052
Do I have that right?

00:11:53.131 --> 00:11:55.131
So that's sort of your job and less,

00:11:56.111 --> 00:11:57.413
more ask and less show,

00:11:57.572 --> 00:11:59.673
more ask and less tell.

00:12:00.273 --> 00:12:00.993
for these things.

00:12:01.013 --> 00:12:01.913
And I know we want to show,

00:12:01.932 --> 00:12:03.413
we want this to be a pitch a little bit,

00:12:03.833 --> 00:12:04.533
but it really isn't.

00:12:04.573 --> 00:12:05.714
If they're on the phone with you,

00:12:05.994 --> 00:12:06.995
they're on what I call the

00:12:07.095 --> 00:12:08.095
end of the diving board.

00:12:08.455 --> 00:12:09.554
They're looking for reasons,

00:12:09.595 --> 00:12:12.096
maybe either to jump or not to jump.

00:12:12.755 --> 00:12:14.797
And you want it like the movie inception.

00:12:14.817 --> 00:12:15.636
It's gotta be there.

00:12:15.817 --> 00:12:16.616
You want it to be there in

00:12:16.876 --> 00:12:17.937
their decision because

00:12:17.957 --> 00:12:19.817
those people are probably

00:12:19.977 --> 00:12:21.477
more likely to show up once

00:12:21.658 --> 00:12:22.578
and more likely to show up

00:12:22.698 --> 00:12:24.399
multiple times to get the full benefit.

00:12:24.418 --> 00:12:24.698
All right.

00:12:24.719 --> 00:12:25.519
So that's question one.

00:12:26.279 --> 00:12:27.139
Is it going to move to two?

00:12:28.481 --> 00:12:29.322
Love it, let's do it.

00:12:29.363 --> 00:12:29.583
All right,

00:12:29.604 --> 00:12:31.046
so the purpose of the second one,

00:12:31.527 --> 00:12:32.889
second question on five

00:12:33.349 --> 00:12:34.331
questions that you need to

00:12:34.431 --> 00:12:35.152
ask in your first phone

00:12:35.172 --> 00:12:37.115
call is to ensure the

00:12:37.134 --> 00:12:38.937
clinic services align with

00:12:38.957 --> 00:12:39.839
the patient's goals.

00:12:40.019 --> 00:12:41.922
You get to bring information from question,

00:12:42.182 --> 00:12:43.565
their answer to question one,

00:12:44.932 --> 00:12:47.033
and use that in a good way.

00:12:47.212 --> 00:12:49.813
I know we're persuading.

00:12:50.433 --> 00:12:51.594
You can persuade negatively

00:12:51.953 --> 00:12:53.495
or you can persuade positively.

00:12:53.514 --> 00:12:53.955
It's a tool.

00:12:54.394 --> 00:12:55.215
So ensuring the clinic

00:12:55.235 --> 00:12:56.015
services align with the

00:12:56.035 --> 00:12:56.755
patient's goals and

00:12:56.875 --> 00:12:58.115
reaffirm their commitment

00:12:58.397 --> 00:12:58.996
to their health.

00:12:59.716 --> 00:13:02.857
Do you understand how this

00:13:02.878 --> 00:13:03.758
aligns to your goal?

00:13:04.558 --> 00:13:05.619
And are you committed to do it?

00:13:05.639 --> 00:13:07.200
Because if you're not, that's okay too,

00:13:07.220 --> 00:13:07.940
but that's a you decision.

00:13:07.960 --> 00:13:08.720
So here's the question.

00:13:09.779 --> 00:13:11.760
What's most important to you

00:13:11.900 --> 00:13:14.201
in your treatment and recovery process?

00:13:15.722 --> 00:13:16.724
Use this because when they

00:13:16.803 --> 00:13:19.407
say – whatever they say, flexibility,

00:13:20.967 --> 00:13:21.849
personality,

00:13:22.730 --> 00:13:23.850
you are going to ask yourself

00:13:23.850 --> 00:13:24.412
– the reason for this

00:13:24.451 --> 00:13:25.092
question is you're going to

00:13:25.113 --> 00:13:26.474
say – you're able to say,

00:13:27.095 --> 00:13:28.556
I don't have that because

00:13:28.596 --> 00:13:29.817
if you say I want to – if

00:13:29.836 --> 00:13:30.697
for some reason someone

00:13:30.717 --> 00:13:31.759
says I want to be able to

00:13:32.139 --> 00:13:33.140
go to a clinic with a lot

00:13:33.181 --> 00:13:35.883
of other people –

00:13:34.562 --> 00:13:35.623
close to my house and they

00:13:35.643 --> 00:13:37.283
live in Jersey city, Dave's going to go,

00:13:37.524 --> 00:13:38.304
thank you so much.

00:13:38.485 --> 00:13:40.025
We don't do any of that,

00:13:40.145 --> 00:13:41.567
but I can recommend you to

00:13:41.587 --> 00:13:42.628
a colleague in Jersey city.

00:13:42.928 --> 00:13:43.849
So that is question two.

00:13:43.969 --> 00:13:44.730
What is the most,

00:13:45.049 --> 00:13:46.311
what is most important to

00:13:46.331 --> 00:13:47.711
you in your treatment and

00:13:47.751 --> 00:13:49.052
recovery process?

00:13:49.212 --> 00:13:52.235
What are your thoughts on that?

00:13:52.336 --> 00:13:52.875
I like it.

00:13:53.236 --> 00:13:53.437
Um,

00:13:55.304 --> 00:13:56.024
Sometimes,

00:13:56.745 --> 00:13:57.745
at least for the calls that I've

00:13:57.785 --> 00:13:59.626
done and I've done over the past,

00:13:59.647 --> 00:14:00.486
I don't know, five or six years,

00:14:00.527 --> 00:14:01.807
I've done thousands of phone calls.

00:14:01.847 --> 00:14:03.168
So with prospective patients.

00:14:03.207 --> 00:14:04.328
So sometimes people will

00:14:04.369 --> 00:14:05.869
literally say the most

00:14:05.889 --> 00:14:07.149
important thing to me is to

00:14:07.250 --> 00:14:07.889
use my insurance.

00:14:07.929 --> 00:14:08.090
Right.

00:14:08.129 --> 00:14:09.130
So obviously, like, hey,

00:14:10.390 --> 00:14:10.990
unless they have out of

00:14:11.010 --> 00:14:12.591
network benefits and we could check that.

00:14:12.672 --> 00:14:14.932
But for the most part, when they say that,

00:14:14.952 --> 00:14:15.932
they mean in network.

00:14:15.972 --> 00:14:17.173
So whatever their copay

00:14:17.333 --> 00:14:19.294
number is on their insurance card, like.

00:14:19.914 --> 00:14:20.975
thirty five dollars a visit

00:14:21.015 --> 00:14:22.076
like they're looking for a

00:14:22.115 --> 00:14:23.096
place where they can just

00:14:23.136 --> 00:14:24.618
pay thirty dollar copay

00:14:25.038 --> 00:14:27.359
every single visit um and

00:14:27.418 --> 00:14:28.320
sometimes they're gonna say

00:14:28.379 --> 00:14:29.440
hands-on manual therapy or

00:14:29.460 --> 00:14:31.201
they're gonna say uh more

00:14:31.280 --> 00:14:32.221
one-on-one time or they're

00:14:32.241 --> 00:14:32.881
gonna say I went to a

00:14:32.922 --> 00:14:34.503
clinic and I got annoyed

00:14:34.523 --> 00:14:35.644
because it was three four

00:14:35.683 --> 00:14:36.964
or five patients per hour

00:14:37.225 --> 00:14:38.544
and I want one I want more

00:14:38.605 --> 00:14:40.005
one-on-one attention that's

00:14:40.086 --> 00:14:41.366
our ideal client the client

00:14:41.386 --> 00:14:42.647
who calls in and says the

00:14:42.668 --> 00:14:43.847
most important thing to me

00:14:44.227 --> 00:14:45.328
to answer this question the

00:14:45.349 --> 00:14:46.529
most important thing to me is

00:14:47.330 --> 00:14:48.912
to use my in-network insurance,

00:14:49.472 --> 00:14:50.053
they're not going to

00:14:50.094 --> 00:14:51.777
convert and they're not our ideal client.

00:14:51.797 --> 00:14:53.298
So I like the question in

00:14:53.359 --> 00:14:55.160
terms of asking them what's

00:14:55.201 --> 00:14:57.104
the most important for them.

00:14:57.524 --> 00:14:58.426
It could be scheduling.

00:14:58.485 --> 00:15:00.990
It could be speed to scheduling.

00:15:01.009 --> 00:15:01.811
Like I'm looking for someone

00:15:01.831 --> 00:15:02.971
tomorrow or the next day.

00:15:03.572 --> 00:15:05.573
Or I'm looking for someone,

00:15:05.653 --> 00:15:06.354
I'm looking for a home

00:15:06.374 --> 00:15:07.634
therapy practice that can

00:15:07.995 --> 00:15:09.115
treat my mother or father

00:15:09.456 --> 00:15:10.995
five or six or seven days a week.

00:15:11.255 --> 00:15:12.537
So I like the question

00:15:12.576 --> 00:15:14.557
because you're trying to

00:15:14.577 --> 00:15:16.298
qualify and make sure like

00:15:16.337 --> 00:15:17.019
what they're looking for

00:15:17.058 --> 00:15:19.220
matches what you actually offer.

00:15:19.240 --> 00:15:20.379
The question's about you,

00:15:21.260 --> 00:15:21.921
but it's about them.

00:15:23.136 --> 00:15:23.857
Do you know what I mean?

00:15:24.977 --> 00:15:26.219
You're making it about them,

00:15:26.259 --> 00:15:27.320
but the goal is to,

00:15:27.799 --> 00:15:29.041
because the quote that I

00:15:29.061 --> 00:15:30.643
took away from Chris Voss' book is,

00:15:31.102 --> 00:15:32.443
every conversation is a

00:15:32.504 --> 00:15:33.965
negotiation for information.

00:15:34.666 --> 00:15:35.466
This isn't a sell.

00:15:35.966 --> 00:15:37.788
Selling is negotiating for information.

00:15:38.388 --> 00:15:39.389
And then at the end, you go,

00:15:39.428 --> 00:15:41.090
is this product or service right for you?

00:15:41.129 --> 00:15:41.650
You decide.

00:15:41.671 --> 00:15:42.370
You're the one with the money.

00:15:42.390 --> 00:15:43.152
I'm the one with the product.

00:15:43.412 --> 00:15:44.232
Decide if you want it.

00:15:45.033 --> 00:15:45.734
So that's number two.

00:15:45.793 --> 00:15:47.075
Tony, just to catch up for speed,

00:15:47.095 --> 00:15:47.894
I don't know if you've been watching.

00:15:47.914 --> 00:15:48.355
Good morning, Tony.

00:15:48.716 --> 00:15:49.796
Five essential questions for

00:15:49.816 --> 00:15:50.817
your first call with a patient.

00:15:52.498 --> 00:15:55.019
I'm pitching my must-ask list to Dave,

00:15:55.038 --> 00:15:55.840
and he's telling me whether

00:15:55.879 --> 00:15:57.419
I'm right or if he would use it.

00:15:57.460 --> 00:15:58.400
We're on question two,

00:15:58.841 --> 00:15:59.541
about to move to three.

00:15:59.581 --> 00:16:01.743
All right, let's hear it.

00:16:01.783 --> 00:16:02.582
All right, number three.

00:16:02.942 --> 00:16:04.004
The goal of this...

00:16:04.894 --> 00:16:06.475
is to introduce the idea of

00:16:06.495 --> 00:16:08.677
a value-based care and

00:16:08.716 --> 00:16:10.957
present alternative payment options.

00:16:11.018 --> 00:16:11.957
This is where my thoughts

00:16:11.998 --> 00:16:14.559
were with Dave and less of a Tony clinic.

00:16:14.580 --> 00:16:15.860
So this is question three.

00:16:17.620 --> 00:16:19.442
We offer both insurance and

00:16:19.481 --> 00:16:20.663
direct pay options to make

00:16:20.682 --> 00:16:22.423
sure you get the best possible care.

00:16:23.104 --> 00:16:23.744
Hard stop.

00:16:24.684 --> 00:16:25.644
Which approach do you feel

00:16:25.664 --> 00:16:27.005
would work best for your situation?

00:16:27.816 --> 00:16:31.019
So it presents two doors and says, I want,

00:16:31.700 --> 00:16:32.600
you are in control.

00:16:32.961 --> 00:16:35.043
I make suggestions, you make decisions.

00:16:35.462 --> 00:16:36.244
Which one do you think is

00:16:36.283 --> 00:16:38.225
better for your situation?

00:16:38.265 --> 00:16:40.227
So real quick, before Dave goes.

00:16:40.248 --> 00:16:41.149
Go ahead.

00:16:42.489 --> 00:16:44.490
What I worked into our

00:16:45.309 --> 00:16:49.152
answering script is we, hi,

00:16:49.172 --> 00:16:49.871
thanks for calling Total

00:16:49.892 --> 00:16:50.572
Therapy Solutions.

00:16:50.673 --> 00:16:51.393
My name's Tony.

00:16:51.432 --> 00:16:53.274
Patient says, I'm a new patient.

00:16:53.374 --> 00:16:54.815
I need to schedule physical therapy.

00:16:54.835 --> 00:16:57.035
I would say, okay, that's great.

00:16:57.615 --> 00:16:58.336
Just real quick,

00:16:58.596 --> 00:17:00.017
how will you be paying for that?

00:17:00.157 --> 00:17:01.037
Would you like to use your

00:17:01.076 --> 00:17:02.337
insurance or paying out of pocket?

00:17:03.429 --> 00:17:04.590
That that's what I say.

00:17:04.611 --> 00:17:05.590
And I stop right there.

00:17:05.750 --> 00:17:06.392
Just like you said,

00:17:06.811 --> 00:17:08.593
how will you be paying for that?

00:17:08.613 --> 00:17:09.673
Would you like to use your

00:17:09.732 --> 00:17:10.894
insurance or will you be

00:17:10.933 --> 00:17:12.055
paying out of pocket?

00:17:12.634 --> 00:17:13.674
Even though I know every

00:17:13.714 --> 00:17:14.915
single person in my clinic

00:17:14.935 --> 00:17:15.936
is using insurance,

00:17:16.037 --> 00:17:17.636
I am opening the door to say,

00:17:18.218 --> 00:17:20.058
this means there are people

00:17:20.098 --> 00:17:21.239
who pay out of pocket.

00:17:21.660 --> 00:17:22.940
This means there are other

00:17:22.960 --> 00:17:24.641
things that are available

00:17:25.141 --> 00:17:26.342
and it just plants that

00:17:26.382 --> 00:17:27.982
little seed that'll start

00:17:28.022 --> 00:17:29.523
to water and grow for

00:17:29.564 --> 00:17:30.723
future conversations.

00:17:31.085 --> 00:17:31.765
What do you do, Dave?

00:17:32.480 --> 00:17:34.803
So, Tony, you and your team,

00:17:34.863 --> 00:17:35.883
you guys currently ask that

00:17:35.923 --> 00:17:37.483
question all the time on

00:17:37.503 --> 00:17:38.505
the initial phone call?

00:17:39.125 --> 00:17:40.405
Yeah.

00:17:40.766 --> 00:17:41.886
When it's a new patient,

00:17:41.946 --> 00:17:46.190
they're scheduling their evaluation.

00:17:46.470 --> 00:17:47.309
I'm going to say at some

00:17:47.369 --> 00:17:48.871
point during the conversation.

00:17:48.931 --> 00:17:50.451
It's usually toward the beginning.

00:17:50.712 --> 00:17:51.012
Yeah.

00:17:51.173 --> 00:17:53.253
It's how will you be paying for that?

00:17:53.855 --> 00:17:54.875
And then, of course, they're going to say,

00:17:54.914 --> 00:17:56.715
well, this is what I always get.

00:17:56.816 --> 00:17:57.376
It's never...

00:17:57.977 --> 00:17:59.817
I only want it if my insurance covers.

00:17:59.857 --> 00:18:00.999
It's always, well,

00:18:01.058 --> 00:18:03.000
I hope my insurance covers some of it.

00:18:03.019 --> 00:18:04.300
And then it goes into, okay, well,

00:18:04.340 --> 00:18:05.240
what's your insurance?

00:18:05.401 --> 00:18:06.041
Anthem Blue Cross.

00:18:06.082 --> 00:18:06.561
Okay, great.

00:18:06.922 --> 00:18:08.702
We are contracted providers with them.

00:18:09.083 --> 00:18:11.344
When I was out of network or cash pay,

00:18:11.505 --> 00:18:12.684
I would never say,

00:18:13.164 --> 00:18:14.306
I don't take insurance.

00:18:14.786 --> 00:18:16.386
They would say, do you take my insurance?

00:18:16.426 --> 00:18:17.788
Or I would always say,

00:18:18.008 --> 00:18:18.847
we'll take money from

00:18:18.909 --> 00:18:20.108
anyone who wants to pay us.

00:18:20.429 --> 00:18:21.750
And then they usually laugh.

00:18:22.269 --> 00:18:23.050
And then I would say,

00:18:23.211 --> 00:18:25.811
but we would have to verify

00:18:25.892 --> 00:18:27.173
your particular plans.

00:18:27.886 --> 00:18:29.329
You know, and then we go through that.

00:18:30.551 --> 00:18:31.894
Well, then you would very much plan.

00:18:31.934 --> 00:18:33.436
And then you would say, we don't take it.

00:18:33.538 --> 00:18:34.558
And it's cash back when you

00:18:34.578 --> 00:18:35.141
guys were cash.

00:18:35.855 --> 00:18:36.056
No,

00:18:36.115 --> 00:18:39.058
so usually what happens is we would

00:18:39.098 --> 00:18:40.079
verify coverage.

00:18:40.579 --> 00:18:41.901
We had the time to do that.

00:18:42.442 --> 00:18:43.843
Let's say typically this,

00:18:44.063 --> 00:18:44.743
I'm going to go back.

00:18:44.763 --> 00:18:45.503
So Florida,

00:18:45.564 --> 00:18:46.905
Blue Cross Blue Shield was a

00:18:46.945 --> 00:18:47.746
closed network.

00:18:47.786 --> 00:18:48.826
It was closed forever.

00:18:49.468 --> 00:18:50.449
We eventually got in,

00:18:50.489 --> 00:18:51.690
but it was closed in the beginning.

00:18:52.190 --> 00:18:54.211
We would call, we would verify.

00:18:54.892 --> 00:18:56.032
They would tell us it's a

00:18:56.053 --> 00:18:57.734
thirty five dollar copay.

00:18:57.855 --> 00:18:58.075
OK,

00:18:58.134 --> 00:18:59.656
so then we would call the patient back.

00:19:00.237 --> 00:19:01.438
We would have already

00:19:01.518 --> 00:19:02.538
scheduled them because we

00:19:02.558 --> 00:19:03.079
would tell them,

00:19:03.759 --> 00:19:04.900
Let's get you scheduled

00:19:05.260 --> 00:19:06.421
before you come in.

00:19:06.621 --> 00:19:07.622
I'm going to call you back

00:19:07.662 --> 00:19:08.801
with all the information so

00:19:08.862 --> 00:19:10.102
you can make an educated choice.

00:19:11.063 --> 00:19:12.083
Somebody on the team would

00:19:12.123 --> 00:19:12.884
call the person back.

00:19:12.903 --> 00:19:14.263
They would say, here are the options.

00:19:14.844 --> 00:19:16.704
So if you choose to see an

00:19:16.904 --> 00:19:17.924
in-network provider,

00:19:18.025 --> 00:19:20.306
we are not in network with your plan.

00:19:20.906 --> 00:19:21.666
If you choose to see an

00:19:21.707 --> 00:19:22.547
in-network provider,

00:19:22.567 --> 00:19:23.247
it's going to be thirty

00:19:23.287 --> 00:19:25.288
five dollars per visit, no matter what,

00:19:25.428 --> 00:19:27.229
whether they do ten minutes or an hour.

00:19:29.295 --> 00:19:31.115
we're not contracted with

00:19:31.195 --> 00:19:32.596
your particular plan,

00:19:33.116 --> 00:19:34.998
but if you choose to see us,

00:19:35.198 --> 00:19:36.499
the cost back then,

00:19:36.679 --> 00:19:38.099
this was two thousand two,

00:19:38.140 --> 00:19:38.960
two thousand three.

00:19:39.480 --> 00:19:40.580
The cost is one hundred and

00:19:40.601 --> 00:19:42.061
fifty dollars a session.

00:19:42.662 --> 00:19:44.303
We do an eighty dollar

00:19:44.643 --> 00:19:46.763
initial evaluation diagnostic.

00:19:46.784 --> 00:19:47.743
And then if you decide that

00:19:47.784 --> 00:19:49.144
you want to do treatment

00:19:49.184 --> 00:19:50.465
and follow the plan of care,

00:19:51.105 --> 00:19:52.165
the full session is one

00:19:52.207 --> 00:19:53.267
hundred and fifty dollars.

00:19:53.326 --> 00:19:54.607
So we told them, look,

00:19:54.907 --> 00:19:56.008
guaranteed eighty five

00:19:56.048 --> 00:19:57.148
dollars or eighty dollars is

00:19:57.628 --> 00:19:58.369
no matter what.

00:19:59.170 --> 00:20:00.671
And then what we would say is,

00:20:00.951 --> 00:20:02.512
so really you have a couple options.

00:20:02.553 --> 00:20:03.633
You can go to an in-network

00:20:03.673 --> 00:20:04.733
provider for a thirty five

00:20:04.753 --> 00:20:05.615
dollars a session.

00:20:06.494 --> 00:20:08.016
If you're not getting what you want,

00:20:08.056 --> 00:20:09.257
you can always come to us

00:20:09.297 --> 00:20:10.137
for the eighty dollar

00:20:10.157 --> 00:20:11.419
diagnostic and a hundred

00:20:11.439 --> 00:20:12.700
and fifty dollar a session.

00:20:13.259 --> 00:20:14.621
A lot of our clients will do

00:20:14.681 --> 00:20:17.463
a combination because we do,

00:20:17.523 --> 00:20:19.746
and this was Siesta Key, Sarasota,

00:20:19.806 --> 00:20:21.787
very affluent golfing community.

00:20:22.448 --> 00:20:23.788
Because we do a lot of golf

00:20:23.808 --> 00:20:24.829
performance that's not

00:20:24.869 --> 00:20:26.612
typically covered by insurance,

00:20:27.051 --> 00:20:28.813
patients will go to the

00:20:28.854 --> 00:20:30.075
contracted provider for

00:20:30.134 --> 00:20:32.336
covered services and then

00:20:32.396 --> 00:20:34.919
come to us for the extra stuff.

00:20:34.959 --> 00:20:36.819
The extra stuff is the golf performance,

00:20:37.280 --> 00:20:38.761
working with a CSCS

00:20:38.781 --> 00:20:39.603
certified strength and

00:20:39.623 --> 00:20:40.763
conditioning specialist,

00:20:41.183 --> 00:20:42.223
doing the things that you

00:20:42.263 --> 00:20:46.464
just can't do under an insurance policy.

00:20:46.545 --> 00:20:47.505
And then that was it.

00:20:47.845 --> 00:20:50.246
And I genuinely did not have

00:20:50.665 --> 00:20:51.885
the urgency to be like,

00:20:52.026 --> 00:20:53.126
I got to book this person

00:20:53.186 --> 00:20:54.426
or I can't pay the rent.

00:20:54.946 --> 00:20:56.586
We had plenty of clients.

00:20:56.666 --> 00:20:58.048
We had plenty of Medicare.

00:20:58.067 --> 00:20:59.067
We had other things.

00:20:59.508 --> 00:21:02.588
So I wasn't going to Costco starving.

00:21:03.209 --> 00:21:04.808
I was there on a full belly.

00:21:04.989 --> 00:21:07.329
And if they wanted to come, awesome.

00:21:07.589 --> 00:21:08.369
That was the approach.

00:21:10.895 --> 00:21:11.256
Got it.

00:21:11.276 --> 00:21:13.939
So for this payment question,

00:21:13.979 --> 00:21:15.480
this payment section of the call,

00:21:16.981 --> 00:21:17.622
on the front end,

00:21:17.642 --> 00:21:18.742
when someone calls into our

00:21:18.782 --> 00:21:20.284
twenty four seven answering service,

00:21:20.365 --> 00:21:22.767
those agents read through a

00:21:22.826 --> 00:21:24.688
brief little not even a script.

00:21:24.729 --> 00:21:26.289
I mean, it's just like bullet points.

00:21:26.410 --> 00:21:27.510
And one of the questions

00:21:27.530 --> 00:21:30.192
that they ask our callers is.

00:21:31.198 --> 00:21:31.718
So Jimmy,

00:21:32.117 --> 00:21:33.419
are you looking to use your

00:21:33.439 --> 00:21:35.118
insurance or will this be private pay?

00:21:35.420 --> 00:21:37.259
Now it's the way Jimmy

00:21:37.299 --> 00:21:38.901
framed it from the chat GPT.

00:21:39.040 --> 00:21:40.000
Obviously that's framed

00:21:40.221 --> 00:21:42.321
better and that I'll have to consider,

00:21:42.382 --> 00:21:44.542
but it is actually asked on

00:21:44.563 --> 00:21:46.923
the front end of the, you know,

00:21:47.364 --> 00:21:48.223
collecting the lead,

00:21:48.263 --> 00:21:49.224
collecting the prospective

00:21:49.265 --> 00:21:50.565
patient content information,

00:21:50.625 --> 00:21:51.665
all that kind of gauging

00:21:52.046 --> 00:21:53.226
their level of seriousness.

00:21:53.326 --> 00:21:55.946
Are we preliminarily the right fit?

00:21:55.967 --> 00:21:57.528
You know, potentially the right fit.

00:21:58.228 --> 00:21:58.907
They ask that.

00:21:59.228 --> 00:22:00.469
So then when we get the

00:22:01.189 --> 00:22:02.249
email and text about the

00:22:02.308 --> 00:22:04.190
prospective patient, we already know,

00:22:04.230 --> 00:22:05.369
like, did they say Medicare?

00:22:05.390 --> 00:22:07.570
Did they say, I don't have insurance?

00:22:07.590 --> 00:22:10.451
Did they say, I have Cigna or I have,

00:22:11.031 --> 00:22:11.352
you know,

00:22:11.372 --> 00:22:12.313
UnitedHealthcare and I'm only

00:22:12.333 --> 00:22:13.252
looking for in-network.

00:22:13.292 --> 00:22:14.792
Sometimes people say that or they'll say,

00:22:15.453 --> 00:22:17.114
yeah, like I have whatever insurance,

00:22:17.153 --> 00:22:18.074
but if you guys don't take it,

00:22:18.114 --> 00:22:19.335
like how much is it out of pocket?

00:22:19.394 --> 00:22:20.994
So we start to get some of those.

00:22:22.596 --> 00:22:23.796
We get a little bit of

00:22:24.155 --> 00:22:25.457
understanding before we

00:22:25.477 --> 00:22:26.156
even call them back.

00:22:27.869 --> 00:22:28.270
Understood.

00:22:29.571 --> 00:22:32.394
This fourth question would

00:22:33.076 --> 00:22:35.178
only be asked if they said

00:22:35.317 --> 00:22:36.038
if they answered.

00:22:36.118 --> 00:22:37.421
So question three, just review.

00:22:37.461 --> 00:22:38.521
We offer both insurance and

00:22:38.541 --> 00:22:39.502
direct pay options and make

00:22:39.522 --> 00:22:40.624
sure you get the best possible care.

00:22:40.924 --> 00:22:41.685
Which approach do you feel

00:22:41.705 --> 00:22:43.067
would work best for your situation?

00:22:44.012 --> 00:22:45.354
This question would be a

00:22:45.433 --> 00:22:46.375
side road if they said,

00:22:46.394 --> 00:22:47.414
I'd like to use my

00:22:47.434 --> 00:22:48.236
insurance or I'd like to

00:22:48.256 --> 00:22:48.756
see what that is.

00:22:49.135 --> 00:22:50.017
Can you share your insurance

00:22:50.057 --> 00:22:51.057
details with me so I can

00:22:51.097 --> 00:22:52.499
check if we're a network?

00:22:52.578 --> 00:22:53.159
And if not,

00:22:53.499 --> 00:22:54.720
would you be still open to

00:22:54.740 --> 00:22:56.101
discussing our direct pay options?

00:22:56.701 --> 00:22:58.542
So it's a double down on that.

00:22:58.942 --> 00:23:00.463
So I really hammered my

00:23:00.523 --> 00:23:02.625
virtual Chris Foss with saying, listen,

00:23:03.066 --> 00:23:04.346
this isn't as simple as

00:23:04.426 --> 00:23:05.768
buying a book or buying

00:23:05.788 --> 00:23:06.988
groceries because that is

00:23:07.028 --> 00:23:08.930
sort of understood that you

00:23:08.970 --> 00:23:09.849
pay with money and you

00:23:09.869 --> 00:23:10.671
don't leave and get the

00:23:10.711 --> 00:23:12.632
carrots to come home unless

00:23:12.652 --> 00:23:13.313
you give us money.

00:23:14.292 --> 00:23:16.294
And so it sort of understood that.

00:23:16.453 --> 00:23:19.115
And that's why it used forty

00:23:19.154 --> 00:23:21.115
percent of its questions on this,

00:23:21.155 --> 00:23:22.876
like doubling down on this to ensure.

00:23:22.936 --> 00:23:25.057
So thoughts on question four.

00:23:25.438 --> 00:23:26.478
Can you share your insurance

00:23:26.498 --> 00:23:27.419
details with me so I can

00:23:27.459 --> 00:23:28.239
check it for a network?

00:23:28.259 --> 00:23:28.679
And if not,

00:23:28.699 --> 00:23:29.720
would you be open to discussing

00:23:29.740 --> 00:23:30.480
a direct pay options?

00:23:32.236 --> 00:23:34.098
Yeah, we always collected insurance,

00:23:34.118 --> 00:23:35.661
whether we were in network,

00:23:35.861 --> 00:23:37.522
out of network or cash base.

00:23:38.403 --> 00:23:40.026
There's just no reason not

00:23:40.066 --> 00:23:41.228
to get that information.

00:23:41.288 --> 00:23:43.730
And I've never had a client who is like,

00:23:43.830 --> 00:23:44.972
no, I'm not going to give you that.

00:23:46.017 --> 00:23:46.397
Um,

00:23:46.438 --> 00:23:50.160
so that just gave us the opportunity to

00:23:50.780 --> 00:23:51.121
really,

00:23:51.240 --> 00:23:52.821
and this is what we do as therapists.

00:23:52.842 --> 00:23:54.983
Like our job is to solve problems.

00:23:55.423 --> 00:23:57.484
So if financial is a concern

00:23:57.505 --> 00:23:58.346
for this patient,

00:23:58.405 --> 00:23:59.547
I don't want them to come

00:23:59.586 --> 00:24:00.768
paying me out of pocket.

00:24:01.268 --> 00:24:02.689
I want them to go get the

00:24:02.729 --> 00:24:04.670
financial solution within their budget.

00:24:05.151 --> 00:24:06.571
And so every single time,

00:24:06.612 --> 00:24:07.711
I think you guys know this,

00:24:08.212 --> 00:24:09.554
even before the good faith

00:24:09.614 --> 00:24:12.476
estimate ever came out as law, um,

00:24:12.915 --> 00:24:14.978
Every single patient that came to us,

00:24:15.157 --> 00:24:17.460
we had a mini contract that

00:24:17.579 --> 00:24:19.020
it might just be one or two sentences,

00:24:19.121 --> 00:24:20.142
but said, look,

00:24:20.563 --> 00:24:22.044
this is what we were quoted.

00:24:22.443 --> 00:24:24.145
This is what we are going to do.

00:24:24.506 --> 00:24:26.067
We are guaranteeing you it

00:24:26.106 --> 00:24:27.848
will never cost more than this.

00:24:28.368 --> 00:24:29.549
Even if the insurance turns

00:24:29.569 --> 00:24:31.051
around and says, no,

00:24:31.132 --> 00:24:32.272
we're not going to pay for any of it.

00:24:32.913 --> 00:24:34.614
This is the absolute most

00:24:34.673 --> 00:24:35.595
it's ever going to cost.

00:24:35.775 --> 00:24:36.394
They sign it.

00:24:36.454 --> 00:24:36.976
We sign it.

00:24:37.016 --> 00:24:37.635
They get a copy.

00:24:37.675 --> 00:24:38.496
We keep a copy.

00:24:38.876 --> 00:24:40.538
And there was never any surprises.

00:24:40.597 --> 00:24:41.837
And that was a huge part of

00:24:42.098 --> 00:24:43.519
owning my business was I said,

00:24:43.680 --> 00:24:44.839
I never want to give

00:24:44.880 --> 00:24:46.201
somebody a surprise bill.

00:24:46.721 --> 00:24:51.003
I feel like the ambiguity

00:24:51.163 --> 00:24:53.546
since I got insurance at age twenty one.

00:24:54.557 --> 00:24:55.537
And I considered myself a

00:24:55.577 --> 00:24:56.837
reasonably intelligent person.

00:24:57.577 --> 00:24:59.318
And that ambiguity around

00:24:59.378 --> 00:25:00.619
what's this actually like?

00:25:00.660 --> 00:25:01.740
You don't want to say yes,

00:25:01.779 --> 00:25:02.361
because you don't want to

00:25:02.381 --> 00:25:03.520
walk into a bear trap.

00:25:03.820 --> 00:25:04.922
I feel like removing that

00:25:05.021 --> 00:25:08.443
ambiguity had to feel so good for humans.

00:25:08.463 --> 00:25:09.223
Like you almost like I feel

00:25:09.243 --> 00:25:09.903
like you'd watch their

00:25:09.943 --> 00:25:10.944
shoulders just relax.

00:25:12.021 --> 00:25:14.063
It's exactly, it's exactly what happens.

00:25:14.823 --> 00:25:16.682
They breathe this sigh of relief.

00:25:17.584 --> 00:25:18.644
Most of them would rather

00:25:18.723 --> 00:25:20.244
pay more knowing it's never

00:25:20.325 --> 00:25:21.964
going to be more than the

00:25:22.005 --> 00:25:24.006
price quoted than going

00:25:24.066 --> 00:25:25.105
somewhere and having no

00:25:25.205 --> 00:25:26.846
idea what's coming down the road.

00:25:26.866 --> 00:25:27.846
Right.

00:25:27.866 --> 00:25:28.767
This is why, I mean,

00:25:28.787 --> 00:25:29.606
you want to take a parallel

00:25:29.626 --> 00:25:30.567
from a different industry.

00:25:30.627 --> 00:25:31.528
I'll do this real quick is

00:25:31.587 --> 00:25:34.088
why like Carvana like had

00:25:34.128 --> 00:25:35.368
an opportunity anyway,

00:25:35.469 --> 00:25:37.289
or like remember the car company Saturn,

00:25:37.309 --> 00:25:37.470
right?

00:25:38.290 --> 00:25:39.511
The whole pitch was like,

00:25:39.711 --> 00:25:40.971
this is what the car costs.

00:25:41.172 --> 00:25:41.652
We do not,

00:25:42.093 --> 00:25:43.393
our people don't work on commission.

00:25:44.153 --> 00:25:45.733
When you see this commercial on TV,

00:25:45.753 --> 00:25:46.713
this is what the car costs.

00:25:47.015 --> 00:25:48.115
It was like, oh my God,

00:25:48.134 --> 00:25:49.115
this is revolutionary.

00:25:49.195 --> 00:25:50.635
And like, I don't know why it didn't work.

00:25:50.675 --> 00:25:51.717
Maybe it was just bad cars.

00:25:51.777 --> 00:25:53.196
But like that approach was

00:25:53.237 --> 00:25:54.458
like someone sat down and said,

00:25:54.538 --> 00:25:55.557
what is the number one

00:25:55.597 --> 00:25:57.239
reason people don't want to

00:25:57.259 --> 00:25:58.378
go to a car lot?

00:25:58.519 --> 00:25:59.619
And I'm a guy who has no problem

00:26:00.160 --> 00:26:01.742
saying no to someone's face

00:26:01.782 --> 00:26:03.506
and being really upfront and blunt.

00:26:03.566 --> 00:26:04.567
I'm a New Yorker at heart

00:26:04.807 --> 00:26:05.930
and I hate shopping for a

00:26:05.970 --> 00:26:06.951
car because it just feels

00:26:07.010 --> 00:26:07.772
slimy and greasy.

00:26:08.113 --> 00:26:09.454
I feel like what you just said there said,

00:26:09.715 --> 00:26:11.218
hey, that part that you're scared about,

00:26:11.317 --> 00:26:12.760
we removed it and we'll put

00:26:12.780 --> 00:26:14.584
it in writing and we'll stand by it.

00:26:16.496 --> 00:26:16.957
Dave.

00:26:16.977 --> 00:26:18.498
So real quick as a sidebar,

00:26:18.557 --> 00:26:20.039
when we're talking about the whole payer,

00:26:20.119 --> 00:26:21.281
you know, insurance payment,

00:26:21.321 --> 00:26:24.244
that whole section, maybe I'm biased.

00:26:24.526 --> 00:26:25.326
I'm in New York city.

00:26:25.967 --> 00:26:26.708
Maybe I'm biased.

00:26:26.827 --> 00:26:26.928
And,

00:26:27.028 --> 00:26:29.471
and please guys override me if you

00:26:29.491 --> 00:26:30.633
think I'm out of bounds here,

00:26:30.712 --> 00:26:31.933
but it is very,

00:26:32.474 --> 00:26:34.135
bonkers when someone calls

00:26:34.296 --> 00:26:35.836
in to us or anywhere else

00:26:35.855 --> 00:26:37.017
but to us and they're like

00:26:37.317 --> 00:26:37.977
they're looking to use

00:26:37.997 --> 00:26:39.758
their insurance right okay

00:26:39.998 --> 00:26:42.499
and then I say uh or we say

00:26:43.159 --> 00:26:44.799
all right so um do you have

00:26:44.819 --> 00:26:46.019
your member you know do you

00:26:46.039 --> 00:26:46.839
have your insurance card

00:26:46.859 --> 00:26:47.941
handy what's your member id

00:26:47.961 --> 00:26:48.941
number subscriber number

00:26:49.000 --> 00:26:50.481
and they're like oh they're

00:26:50.501 --> 00:26:53.343
like oh I don't know I have

00:26:53.383 --> 00:26:54.583
to get I don't have my

00:26:54.623 --> 00:26:55.483
insurance card here it's

00:26:55.503 --> 00:26:57.223
like if your insurance I'm

00:26:57.263 --> 00:26:58.345
trying to be nice here

00:26:59.085 --> 00:26:59.785
I'm trying to be nice.

00:26:59.964 --> 00:27:00.965
I'm going to take a breath.

00:27:01.425 --> 00:27:02.767
If insurance is so important to you,

00:27:03.126 --> 00:27:04.686
why is that not handy when

00:27:04.707 --> 00:27:06.107
you call a professional,

00:27:06.127 --> 00:27:07.868
a physical therapy office,

00:27:07.888 --> 00:27:08.828
doctor's office, whatever?

00:27:09.970 --> 00:27:11.349
I don't know.

00:27:12.150 --> 00:27:13.171
Am I being condescending?

00:27:13.191 --> 00:27:13.951
No.

00:27:14.290 --> 00:27:15.291
I'm forty four and I just

00:27:15.311 --> 00:27:17.132
started being able to do that regularly.

00:27:17.373 --> 00:27:19.093
But the previous forty three

00:27:19.133 --> 00:27:19.713
years of my life,

00:27:19.753 --> 00:27:20.574
I was probably that person.

00:27:21.883 --> 00:27:23.765
Yeah, I would say, no, it's not.

00:27:24.205 --> 00:27:26.288
You should have that expectation.

00:27:26.347 --> 00:27:28.730
But I think most individuals

00:27:28.932 --> 00:27:30.232
take a very passive

00:27:30.252 --> 00:27:31.974
approach to health care.

00:27:32.536 --> 00:27:33.797
It's like, I'm going to call.

00:27:33.897 --> 00:27:35.539
I have no idea what's going to happen.

00:27:35.619 --> 00:27:37.040
Just do what you do.

00:27:37.182 --> 00:27:37.761
And, you know,

00:27:37.781 --> 00:27:38.943
we'll deal with the rest later.

00:27:40.699 --> 00:27:41.378
We can get into the

00:27:41.419 --> 00:27:43.599
psychology of why my

00:27:43.660 --> 00:27:45.280
initial snapshot is it's my

00:27:45.320 --> 00:27:46.621
employers that they do that.

00:27:46.760 --> 00:27:48.340
I just I work here and then

00:27:48.381 --> 00:27:49.961
they they pick two I got

00:27:50.001 --> 00:27:51.602
and I get it through them.

00:27:52.022 --> 00:27:53.383
So it's almost that.

00:27:53.982 --> 00:27:54.182
I mean,

00:27:54.202 --> 00:27:55.403
this is brilliant if you're like

00:27:55.423 --> 00:27:56.644
the insurance company, right?

00:27:56.703 --> 00:27:58.023
Like you make a deal with

00:27:58.124 --> 00:27:59.105
someone and then the person

00:27:59.125 --> 00:28:00.045
who's actually dealing with

00:28:00.085 --> 00:28:02.425
it had really little to no

00:28:02.526 --> 00:28:03.665
choice in that situation.

00:28:03.826 --> 00:28:04.625
And then what they get out

00:28:04.665 --> 00:28:05.787
of it is just sort of like

00:28:05.926 --> 00:28:06.666
what they get out of it.

00:28:06.686 --> 00:28:07.727
And they should be happy for it.

00:28:07.747 --> 00:28:08.667
It's also the big difference

00:28:08.708 --> 00:28:10.728
between health insurance and health care.

00:28:11.067 --> 00:28:12.628
I pay for health insurance every month.

00:28:12.729 --> 00:28:13.989
It's like, actually, you are sorry.

00:28:14.690 --> 00:28:15.930
I pay for health care every month.

00:28:16.170 --> 00:28:17.049
Why do I have to pay again?

00:28:17.691 --> 00:28:20.010
Actually, you pay for health insurance,

00:28:20.070 --> 00:28:20.751
not health care.

00:28:21.211 --> 00:28:21.751
And I remember the first

00:28:21.771 --> 00:28:22.811
time someone explained that to me,

00:28:22.852 --> 00:28:24.093
I was probably in my thirties.

00:28:24.133 --> 00:28:25.913
And I was like, oh, that makes sense.

00:28:25.932 --> 00:28:27.814
Like car insurance doesn't get me a car.

00:28:28.354 --> 00:28:29.815
Like I have to get the car

00:28:29.954 --> 00:28:30.476
and then I pay for

00:28:30.496 --> 00:28:32.297
insurance and then I'll cover some of it,

00:28:32.336 --> 00:28:33.217
but not all.

00:28:33.257 --> 00:28:35.259
So it's a really great gig

00:28:35.278 --> 00:28:36.740
if you can get into it, which is,

00:28:37.359 --> 00:28:38.480
that's a really great racket.

00:28:39.661 --> 00:28:39.942
They're,

00:28:40.021 --> 00:28:41.362
they're like some of the oldest

00:28:41.382 --> 00:28:42.482
companies in the world,

00:28:42.542 --> 00:28:43.443
insurance companies.

00:28:43.463 --> 00:28:44.944
They've been around forever

00:28:44.984 --> 00:28:46.486
and they're not going anywhere.

00:28:46.586 --> 00:28:46.645
Yep.

00:28:48.144 --> 00:28:49.365
And look what they sell.

00:28:49.545 --> 00:28:50.726
They don't sell a product.

00:28:51.267 --> 00:28:52.307
They sell a service that

00:28:52.327 --> 00:28:53.970
their goal is to provide

00:28:54.009 --> 00:28:55.490
the least amount from.

00:28:56.071 --> 00:28:57.492
But what they actually sell,

00:28:57.613 --> 00:28:59.115
what they really sell is an emotion,

00:28:59.154 --> 00:28:59.315
right?

00:28:59.375 --> 00:28:59.955
I'm covered.

00:29:00.536 --> 00:29:04.941
I sell insurance coverage, right?

00:29:05.000 --> 00:29:05.882
We all want to be covered.

00:29:06.122 --> 00:29:06.702
Are you covered?

00:29:06.982 --> 00:29:07.824
I got you covered, bro.

00:29:07.844 --> 00:29:08.463
Don't worry about it.

00:29:09.251 --> 00:29:10.012
Last question.

00:29:10.173 --> 00:29:11.374
Five essential questions for

00:29:11.394 --> 00:29:12.034
your first call.

00:29:12.094 --> 00:29:14.096
Remember, I'll give you a quick recap.

00:29:14.336 --> 00:29:14.655
One was,

00:29:14.675 --> 00:29:15.557
can you tell me more about what's

00:29:15.576 --> 00:29:17.018
going on and what you what

00:29:17.038 --> 00:29:17.898
you're hoping to achieve

00:29:17.919 --> 00:29:18.719
with physical therapy?

00:29:18.818 --> 00:29:19.220
I cheated.

00:29:19.259 --> 00:29:20.381
I put two questions in one,

00:29:20.861 --> 00:29:22.221
but I can do that because I'm in charge.

00:29:22.622 --> 00:29:23.942
So that really gives you scope.

00:29:24.143 --> 00:29:25.243
Is this person right for me?

00:29:25.423 --> 00:29:26.664
Like it's a wash in,

00:29:26.684 --> 00:29:28.527
wash out question to what's

00:29:28.586 --> 00:29:29.548
most important to you and

00:29:29.567 --> 00:29:30.528
your treatment and recovery

00:29:30.807 --> 00:29:32.128
is a cheat question again.

00:29:33.307 --> 00:29:35.009
Tell me what words you want me to say.

00:29:35.048 --> 00:29:35.910
If you're the right person,

00:29:36.190 --> 00:29:37.211
I'm going to reiterate back to you.

00:29:37.250 --> 00:29:37.871
Yes, I do that.

00:29:37.951 --> 00:29:38.511
Or you know what?

00:29:38.571 --> 00:29:39.652
No, I can't actually do it.

00:29:39.712 --> 00:29:40.452
I'll refer you out.

00:29:41.093 --> 00:29:42.114
Three and four where we

00:29:42.173 --> 00:29:43.734
offer both insurance and direct pay.

00:29:43.894 --> 00:29:44.895
Which approach do you feel

00:29:44.915 --> 00:29:46.116
will be best for a situation?

00:29:46.636 --> 00:29:48.439
If they want, if they say insurance.

00:29:49.078 --> 00:29:50.240
The veer off question is,

00:29:50.920 --> 00:29:51.760
can you share your details

00:29:51.780 --> 00:29:53.040
so I can ensure that you're in network?

00:29:53.060 --> 00:29:53.501
And if not,

00:29:53.521 --> 00:29:55.722
would you still be open to direct pay?

00:29:55.742 --> 00:29:56.182
Essentially,

00:29:56.442 --> 00:29:57.784
if you still like my vibe and

00:29:58.263 --> 00:29:59.045
we aren't in network,

00:29:59.144 --> 00:29:59.904
I want to make sure you

00:30:00.224 --> 00:30:01.806
understand what Tony talked about.

00:30:01.826 --> 00:30:03.027
That seed is still planted.

00:30:03.707 --> 00:30:04.807
People do this already.

00:30:04.827 --> 00:30:05.928
It's not out of the question.

00:30:06.308 --> 00:30:07.409
The final question,

00:30:07.709 --> 00:30:09.589
according to virtual Chris Voss,

00:30:10.010 --> 00:30:12.211
being my script writer for everybody, is,

00:30:12.886 --> 00:30:14.327
is a close.

00:30:14.708 --> 00:30:15.808
I don't want this to be,

00:30:16.308 --> 00:30:17.190
I don't want this to be a

00:30:17.250 --> 00:30:18.210
twenty minute conversation.

00:30:18.250 --> 00:30:19.431
I want this to be fifteen minutes,

00:30:19.510 --> 00:30:20.531
maybe ten, maybe five.

00:30:20.912 --> 00:30:21.692
So this is a close.

00:30:21.712 --> 00:30:22.553
This is like, got it.

00:30:23.212 --> 00:30:25.075
Don't bring in buyer's remorse.

00:30:25.595 --> 00:30:27.276
Get them sealed and off and booked.

00:30:27.576 --> 00:30:28.317
Question five.

00:30:28.777 --> 00:30:30.038
Given what we've discussed,

00:30:30.577 --> 00:30:31.478
Does our approach sound like

00:30:31.498 --> 00:30:32.378
a good fit for what you're

00:30:32.398 --> 00:30:33.358
looking in your treatment?

00:30:33.699 --> 00:30:34.219
This is,

00:30:34.559 --> 00:30:35.799
you're on the end of a diving board.

00:30:36.259 --> 00:30:38.060
It's ish or get off the pot.

00:30:38.280 --> 00:30:39.780
It's diver, get off the board.

00:30:39.921 --> 00:30:41.402
We got stuff to do and I'm

00:30:41.422 --> 00:30:42.061
going to lock it in.

00:30:42.461 --> 00:30:43.563
Thoughts on the close.

00:30:43.923 --> 00:30:44.843
We'll go with Dave because

00:30:45.103 --> 00:30:52.246
Tony has left the building.

00:30:52.266 --> 00:30:53.406
Can you repeat the question again?

00:30:53.426 --> 00:30:54.027
The number five?

00:30:54.982 --> 00:30:56.324
So after you've gotten all

00:30:56.344 --> 00:30:57.105
the questions answered,

00:30:57.144 --> 00:30:58.446
given what we've discussed, Dave,

00:30:58.487 --> 00:30:59.207
does our approach sound

00:30:59.227 --> 00:31:00.028
like a good fit for what

00:31:00.048 --> 00:31:01.128
you're looking for in your treatment?

00:31:01.509 --> 00:31:06.674
I'd also add, and when can we book you?

00:31:07.154 --> 00:31:07.415
I like,

00:31:07.476 --> 00:31:09.637
obviously it's a very direct close

00:31:09.657 --> 00:31:10.157
type question.

00:31:10.218 --> 00:31:10.659
I like it.

00:31:11.359 --> 00:31:11.559
Um,

00:31:14.368 --> 00:31:15.349
I'm trying to like,

00:31:15.369 --> 00:31:16.810
there's some other things in between.

00:31:16.931 --> 00:31:18.592
Like I would be asking

00:31:18.632 --> 00:31:19.932
throughout these other four

00:31:19.972 --> 00:31:21.334
or five questions I would be asking,

00:31:21.354 --> 00:31:21.713
like when they,

00:31:21.894 --> 00:31:22.674
when they say something

00:31:22.714 --> 00:31:24.916
about they're looking to use those,

00:31:24.936 --> 00:31:25.957
their insurance or payment,

00:31:26.017 --> 00:31:27.178
or they were looking from

00:31:27.419 --> 00:31:29.140
two or question two or three, like, uh,

00:31:29.740 --> 00:31:31.500
style of treatment or, you know,

00:31:31.560 --> 00:31:32.721
care and whatever,

00:31:33.201 --> 00:31:34.163
I'd be asking like those

00:31:34.222 --> 00:31:35.644
secondary questions of like, Oh,

00:31:35.723 --> 00:31:36.144
interesting.

00:31:36.203 --> 00:31:37.505
So like, why is that important to you?

00:31:37.786 --> 00:31:38.566
Like, I want to,

00:31:38.685 --> 00:31:40.547
I would be of these five questions.

00:31:40.707 --> 00:31:41.488
The one thing that it's

00:31:41.587 --> 00:31:42.308
missing is like the

00:31:42.348 --> 00:31:43.910
emotional triggers and the

00:31:43.930 --> 00:31:45.109
emotional triggers of like,

00:31:45.270 --> 00:31:46.111
why is that important to you?

00:31:46.151 --> 00:31:46.250
Like,

00:31:46.290 --> 00:31:48.252
why is it important to get in-home

00:31:48.272 --> 00:31:49.472
physical therapy for your father?

00:31:49.532 --> 00:31:51.255
And like, I need you to say something like,

00:31:51.275 --> 00:31:51.474
you know,

00:31:51.535 --> 00:31:53.316
I want my father around as long

00:31:53.336 --> 00:31:53.796
as possible.

00:31:53.915 --> 00:31:55.517
My family member, I want them to, you know,

00:31:55.557 --> 00:31:56.357
have longevity.

00:31:56.817 --> 00:31:59.019
I want them to, you know, get to their,

00:31:59.980 --> 00:32:03.842
And so like, Oh,

00:32:03.902 --> 00:32:04.721
why is that important to you?

00:32:04.922 --> 00:32:07.063
Whatever family trips, what like,

00:32:07.123 --> 00:32:07.883
I want to dig into that.

00:32:07.903 --> 00:32:08.923
And then I want to use that

00:32:08.982 --> 00:32:10.064
back in the conversation.

00:32:10.804 --> 00:32:12.305
The last question for number

00:32:12.345 --> 00:32:14.664
five here is great as a direct close,

00:32:14.684 --> 00:32:16.266
like it's directly asking them.

00:32:17.046 --> 00:32:19.426
Um, but in some cases I think,

00:32:19.527 --> 00:32:20.366
and I would love to hear your,

00:32:20.527 --> 00:32:21.667
your feedback and Tony's feedback,

00:32:21.708 --> 00:32:23.248
but in some cases you'll

00:32:23.288 --> 00:32:24.308
know on a call that you're

00:32:24.328 --> 00:32:25.009
going to be asking them directly.

00:32:25.309 --> 00:32:26.151
if someone's ready to rock

00:32:26.171 --> 00:32:27.090
and roll and schedule,

00:32:27.152 --> 00:32:28.352
like they're like saying, all right,

00:32:28.372 --> 00:32:28.673
so yeah,

00:32:28.692 --> 00:32:30.834
that's the two hundred fifty dollars,

00:32:30.854 --> 00:32:32.836
whatever, like fine or no.

00:32:32.895 --> 00:32:33.797
Like it's either like you

00:32:33.836 --> 00:32:35.317
already know they're in or out.

00:32:35.817 --> 00:32:37.058
And they're really saying, like,

00:32:37.619 --> 00:32:38.760
how soon can we start

00:32:39.121 --> 00:32:40.862
before number five question,

00:32:40.981 --> 00:32:41.742
if that makes sense?

00:32:42.042 --> 00:32:42.462
That's fine.

00:32:42.544 --> 00:32:42.743
Yeah,

00:32:43.324 --> 00:32:47.446
because if speed to begin is the thing.

00:32:47.467 --> 00:32:48.188
Then you know that.

00:32:48.748 --> 00:32:49.048
I don't know.

00:32:49.169 --> 00:32:50.108
Do you need to know their

00:32:50.269 --> 00:32:51.309
emotional like do you need

00:32:51.329 --> 00:32:52.351
to know three levels deep

00:32:52.391 --> 00:32:53.172
on the phone call?

00:32:53.332 --> 00:32:54.333
Tony, what do you think about that?

00:32:55.461 --> 00:32:58.722
Yeah, I'm not in that world anymore.

00:32:59.663 --> 00:33:01.183
So to me,

00:33:02.284 --> 00:33:03.884
everybody calls expecting to be

00:33:03.944 --> 00:33:04.444
scheduled.

00:33:04.566 --> 00:33:07.826
Everybody calls expecting to be seen.

00:33:08.508 --> 00:33:10.468
They're not even thinking

00:33:10.509 --> 00:33:12.569
about costs and the ones who do,

00:33:13.470 --> 00:33:15.070
we can talk about it a little bit,

00:33:15.131 --> 00:33:16.270
but the cost is generally

00:33:16.290 --> 00:33:16.951
gonna be minimal.

00:33:17.011 --> 00:33:17.192
Now,

00:33:17.731 --> 00:33:19.633
I think this is where you build the

00:33:19.653 --> 00:33:21.134
business that you wanna be in.

00:33:21.173 --> 00:33:22.473
You build the process,

00:33:22.493 --> 00:33:23.355
you build the structure,

00:33:24.278 --> 00:33:27.301
So could I be all cash pay

00:33:27.481 --> 00:33:28.903
and just sell premium service?

00:33:28.983 --> 00:33:31.227
I could, but I don't really want to.

00:33:31.287 --> 00:33:32.627
That's a lot more work for me.

00:33:32.669 --> 00:33:34.691
It's a lot harder to do what

00:33:34.730 --> 00:33:35.833
Dave is talking about,

00:33:35.913 --> 00:33:37.994
which I do think when

00:33:38.055 --> 00:33:39.096
somebody is going to commit

00:33:39.156 --> 00:33:41.619
to a high ticket interaction,

00:33:42.269 --> 00:33:42.509
Yeah,

00:33:42.549 --> 00:33:44.770
you need to get them feeling like I'm

00:33:44.810 --> 00:33:45.891
making the right choice.

00:33:45.971 --> 00:33:47.711
This is the best thing for me, my mom,

00:33:48.111 --> 00:33:49.051
my son, whatever.

00:33:50.251 --> 00:33:50.711
For me,

00:33:50.791 --> 00:33:52.613
it's just everybody calls ready to

00:33:52.673 --> 00:33:53.113
sign up.

00:33:53.252 --> 00:33:54.452
Like I don't have a

00:33:54.492 --> 00:33:55.613
conversion process that I

00:33:55.653 --> 00:33:56.554
need to go through.

00:33:57.153 --> 00:33:58.973
So I'm just not in that world.

00:34:00.454 --> 00:34:02.394
Well, yes, they're looking to call.

00:34:02.734 --> 00:34:03.394
They're calling in.

00:34:03.474 --> 00:34:04.336
They're looking to schedule

00:34:04.395 --> 00:34:06.215
and book with the

00:34:06.236 --> 00:34:07.935
assumption that the place

00:34:07.976 --> 00:34:09.077
takes their insurance.

00:34:09.717 --> 00:34:09.936
Right.

00:34:11.532 --> 00:34:12.012
Yeah.

00:34:12.112 --> 00:34:14.795
So when someone calls, here's an example.

00:34:14.855 --> 00:34:16.737
I wish I could bring her on.

00:34:16.976 --> 00:34:18.117
In twenty twenty,

00:34:18.657 --> 00:34:21.079
I had a woman call in about

00:34:21.119 --> 00:34:22.960
her father's in-home physical therapy.

00:34:23.541 --> 00:34:24.242
She was calling.

00:34:24.682 --> 00:34:26.344
Hey, do you guys take Medicaid?

00:34:27.804 --> 00:34:29.385
I remember distinctly the

00:34:29.405 --> 00:34:31.726
phone call was like, thirty five,

00:34:31.766 --> 00:34:32.748
forty minutes long.

00:34:33.228 --> 00:34:34.009
We talked.

00:34:34.289 --> 00:34:35.188
I built rapport.

00:34:35.849 --> 00:34:37.371
I went into the emotional triggers.

00:34:37.871 --> 00:34:39.291
It was not a rushed phone call.

00:34:39.831 --> 00:34:41.152
She was she was calling

00:34:41.193 --> 00:34:42.634
around physical therapy

00:34:42.673 --> 00:34:44.255
places looking to use her

00:34:44.355 --> 00:34:47.155
dad or so her dad could use his Medicaid,

00:34:47.175 --> 00:34:48.757
which is basically like no

00:34:48.797 --> 00:34:49.557
cost out of pocket.

00:34:50.565 --> 00:34:51.226
Eventually,

00:34:51.487 --> 00:34:52.168
I don't have the dollar amount

00:34:52.208 --> 00:34:52.608
in front of me,

00:34:52.648 --> 00:34:53.789
but the last time I

00:34:53.829 --> 00:34:55.692
remember looking at it in

00:34:55.731 --> 00:34:56.793
our credit card processor,

00:34:57.233 --> 00:34:58.114
they spent over ten

00:34:58.153 --> 00:34:59.094
thousand dollars with us.

00:34:59.795 --> 00:34:59.974
Now,

00:35:00.175 --> 00:35:01.795
they obviously had a ton of in-home

00:35:01.815 --> 00:35:02.856
physical therapy visits.

00:35:03.217 --> 00:35:04.597
They loved the service, all that.

00:35:04.978 --> 00:35:05.798
Her intention,

00:35:05.838 --> 00:35:08.201
her whole intention when she

00:35:08.221 --> 00:35:09.262
was calling around was

00:35:10.121 --> 00:35:11.623
trying to find an in-home

00:35:11.643 --> 00:35:12.684
physical therapy practice

00:35:12.943 --> 00:35:15.085
that took her dad's Medicaid.

00:35:15.646 --> 00:35:17.306
Not only did we not take the Medicaid,

00:35:17.327 --> 00:35:18.827
but we're a little bit more

00:35:18.867 --> 00:35:20.048
on the more expensive

00:35:20.088 --> 00:35:21.610
premium side of things.

00:35:22.438 --> 00:35:24.659
the cost of in-home physical therapy.

00:35:25.539 --> 00:35:27.601
That person had no intention

00:35:28.101 --> 00:35:29.882
that day to even consider a

00:35:29.943 --> 00:35:32.023
place that they would be paying,

00:35:32.105 --> 00:35:33.344
spending or investing,

00:35:33.766 --> 00:35:35.746
ten thousand dollars over time.

00:35:36.306 --> 00:35:37.748
So that is why I believe

00:35:38.128 --> 00:35:39.510
these calls should be open-ended.

00:35:40.329 --> 00:35:41.351
They should not be fifteen

00:35:41.391 --> 00:35:42.231
minutes if they if they

00:35:42.251 --> 00:35:43.211
need to be twenty or twenty

00:35:43.251 --> 00:35:45.253
five because someone's calling around.

00:35:45.273 --> 00:35:46.454
They're looking for one thing.

00:35:46.713 --> 00:35:47.795
And at the end of the call,

00:35:48.135 --> 00:35:49.416
they're making the decision,

00:35:49.996 --> 00:35:52.117
their own volition to go

00:35:52.958 --> 00:35:53.539
like one hundred eighty

00:35:53.559 --> 00:35:54.219
degrees differently.

00:35:54.619 --> 00:35:54.780
Right.

00:35:54.800 --> 00:35:56.701
So that would be like if, you know,

00:35:56.960 --> 00:35:58.402
if we were looking for a

00:35:58.442 --> 00:36:00.103
car and we're calling around like,

00:36:00.403 --> 00:36:01.483
you know, to buy a new car,

00:36:01.523 --> 00:36:02.945
a car dealership, you have this car.

00:36:03.206 --> 00:36:04.445
But by the end of the call.

00:36:05.407 --> 00:36:07.568
They sell me like an F one

00:36:07.588 --> 00:36:10.068
fifty truck or something or a motorcycle,

00:36:10.108 --> 00:36:11.949
something that's like kind of similar,

00:36:11.989 --> 00:36:12.811
but like different from

00:36:12.831 --> 00:36:15.931
what I was looking for.

00:36:15.992 --> 00:36:16.291
Yes,

00:36:16.371 --> 00:36:18.132
maybe maybe these questions are more like,

00:36:18.773 --> 00:36:19.213
like I said,

00:36:19.313 --> 00:36:20.434
milestones or guideposts like

00:36:20.454 --> 00:36:21.355
they need to be in there.

00:36:22.876 --> 00:36:24.719
You can put other stuff on top of them,

00:36:25.179 --> 00:36:26.782
but some of these elements

00:36:27.382 --> 00:36:28.083
need to be in there.

00:36:28.123 --> 00:36:31.085
Like I said, using Chris Voss's example,

00:36:31.146 --> 00:36:32.447
I thought maybe even

00:36:32.487 --> 00:36:33.528
hearing what you're saying, Dave,

00:36:33.668 --> 00:36:34.630
feels like it was a good

00:36:34.750 --> 00:36:36.771
one because it allows you

00:36:36.791 --> 00:36:38.894
to stop at question two and go,

00:36:38.914 --> 00:36:39.896
help me understand that.

00:36:40.255 --> 00:36:40.876
Voss is great.

00:36:40.896 --> 00:36:41.717
Help me understand.

00:36:42.318 --> 00:36:44.099
Or it sounds as if that labeling...

00:36:45.061 --> 00:36:47.121
Um, element sounds as if this, like,

00:36:47.161 --> 00:36:48.282
can I get confirmation on that?

00:36:48.302 --> 00:36:49.242
That's what you're really saying is,

00:36:49.262 --> 00:36:50.382
can I get confirmation on that?

00:36:50.923 --> 00:36:52.103
Or I want you to disagree with me,

00:36:52.143 --> 00:36:53.204
but disagree with me now so

00:36:53.244 --> 00:36:53.804
I can understand.

00:36:53.824 --> 00:36:54.605
So we don't get too far down

00:36:54.625 --> 00:36:55.706
the line before I'm wrong.

00:36:56.565 --> 00:36:57.606
So it might not be the only, like,

00:36:57.626 --> 00:36:58.806
we're not going to hold a gun and say,

00:36:58.827 --> 00:37:00.047
you can only ask five,

00:37:00.487 --> 00:37:01.728
but the elements in those

00:37:01.768 --> 00:37:04.369
five probably need to be in

00:37:04.389 --> 00:37:05.110
there somewhere.

00:37:06.800 --> 00:37:08.842
And I think these five are great.

00:37:09.322 --> 00:37:10.623
I have other secondary questions.

00:37:10.742 --> 00:37:12.425
I do need to start recording these calls.

00:37:12.565 --> 00:37:13.826
I do want to take Tony

00:37:13.865 --> 00:37:15.086
Maritato's suggestion and

00:37:15.146 --> 00:37:16.869
record even my side or my

00:37:16.909 --> 00:37:18.409
team's side of the phone call.

00:37:19.070 --> 00:37:20.931
And maybe we tally it up and we say, wow,

00:37:20.972 --> 00:37:22.052
like we actually asked like

00:37:22.132 --> 00:37:22.813
twenty questions.

00:37:22.853 --> 00:37:23.715
I don't even know the number

00:37:24.135 --> 00:37:24.956
and I should know the number.

00:37:25.255 --> 00:37:26.336
But the funny thing is what

00:37:26.416 --> 00:37:32.179
I would do is I wouldn't –

00:37:27.458 --> 00:37:28.798
so if I were to score this, right,

00:37:28.818 --> 00:37:29.219
because we want to

00:37:29.259 --> 00:37:30.900
objectively get data out of

00:37:30.920 --> 00:37:32.981
this to be able to inform

00:37:33.001 --> 00:37:33.702
future decisions,

00:37:34.143 --> 00:37:34.943
I don't know that I would

00:37:35.764 --> 00:37:37.385
charge you a full question

00:37:37.445 --> 00:37:39.106
for help me understand that.

00:37:39.166 --> 00:37:40.527
Or it sounds as if – because

00:37:40.748 --> 00:37:41.989
that's a redirect question.

00:37:42.048 --> 00:37:43.630
That's a secondary question.

00:37:43.931 --> 00:37:44.791
That's like I didn't get

00:37:44.811 --> 00:37:46.872
enough information –

00:37:46.980 --> 00:37:48.501
I'm going to, I mean, again, I've,

00:37:48.661 --> 00:37:49.942
I've showed this trick before.

00:37:49.981 --> 00:37:52.063
It's like, I host my podcast over a beer.

00:37:52.402 --> 00:37:54.063
If Dave answers a question and I'm like,

00:37:54.123 --> 00:37:55.804
I want more without ever

00:37:55.824 --> 00:37:56.744
having to say anything.

00:37:57.164 --> 00:37:58.146
I just start drinking from

00:37:58.186 --> 00:38:00.106
my glass and I'm like, I'll get,

00:38:00.126 --> 00:38:00.867
I'll nod.

00:38:01.146 --> 00:38:02.608
I'll sort of furrow my brow

00:38:02.708 --> 00:38:03.507
or I'll tip my head.

00:38:03.568 --> 00:38:04.509
Forty five degrees.

00:38:04.548 --> 00:38:06.289
Like that's the anti question.

00:38:06.570 --> 00:38:07.670
As crazy as he is.

00:38:07.829 --> 00:38:08.851
Rogan's rogue.

00:38:08.891 --> 00:38:10.012
Joe Rogan is great at the

00:38:10.152 --> 00:38:11.331
anti question question.

00:38:11.751 --> 00:38:12.992
He'll say a bunch of stuff

00:38:13.273 --> 00:38:14.333
and then just stop talking.

00:38:15.094 --> 00:38:16.255
And then he'll say it like

00:38:16.275 --> 00:38:16.976
he'll pose a bunch,

00:38:16.996 --> 00:38:17.655
he'll just throw out a

00:38:17.695 --> 00:38:19.277
bunch of ideas in the

00:38:19.297 --> 00:38:20.237
direction he wants to go

00:38:20.277 --> 00:38:21.219
and he stops talking.

00:38:21.579 --> 00:38:22.460
That's the opposite.

00:38:22.480 --> 00:38:23.701
I feel like that's too much.

00:38:24.121 --> 00:38:25.161
But I think what I'm getting

00:38:25.222 --> 00:38:28.264
at is this needs to be as

00:38:28.324 --> 00:38:31.407
long as it is for them, not you.

00:38:31.507 --> 00:38:33.248
Your job is to make it just

00:38:33.929 --> 00:38:36.150
long enough for them to feel seen, heard,

00:38:36.190 --> 00:38:37.672
and understood and feel

00:38:37.753 --> 00:38:39.233
good about coming to see you.

00:38:39.514 --> 00:38:40.315
That's the purpose.

00:38:40.614 --> 00:38:41.576
Is this the right person?

00:38:41.856 --> 00:38:42.936
Do they feel good about coming?

00:38:44.628 --> 00:38:46.309
And the difference between,

00:38:46.990 --> 00:38:48.092
like if someone's calling around,

00:38:48.391 --> 00:38:49.112
they have no idea what

00:38:49.152 --> 00:38:50.153
physical therapy is, right?

00:38:50.434 --> 00:38:51.356
That's why we have pain

00:38:51.396 --> 00:38:52.456
relief in the name instead

00:38:52.476 --> 00:38:53.898
of physical therapy because

00:38:54.219 --> 00:38:55.300
people don't even, you know,

00:38:55.320 --> 00:38:56.882
you ask ten people what

00:38:56.902 --> 00:38:57.523
physical therapy is,

00:38:57.543 --> 00:38:58.884
you get ten different definitions, right?

00:38:58.963 --> 00:39:00.565
And so if someone's calling around saying,

00:39:01.431 --> 00:39:01.670
yeah,

00:39:01.891 --> 00:39:04.012
they can easily get into an office

00:39:04.032 --> 00:39:05.153
like Tony's very quickly.

00:39:05.775 --> 00:39:06.576
They take the in-network

00:39:06.615 --> 00:39:09.117
insurance and for the most part,

00:39:09.657 --> 00:39:10.958
it's gonna be a great experience.

00:39:12.701 --> 00:39:14.322
The phone call for us like,

00:39:15.184 --> 00:39:16.005
with the questions,

00:39:16.025 --> 00:39:17.166
with the drilling down on

00:39:17.186 --> 00:39:18.807
the emotional triggers, all of that,

00:39:19.829 --> 00:39:22.891
I believe it helps justify, it helps give,

00:39:23.291 --> 00:39:24.672
it helps them realize

00:39:25.492 --> 00:39:26.514
here's why we're different.

00:39:26.574 --> 00:39:27.454
Like if this is how the

00:39:27.474 --> 00:39:28.356
first phone call is,

00:39:28.996 --> 00:39:30.356
this is why they charge out

00:39:30.396 --> 00:39:31.338
of pocket or this is why

00:39:31.358 --> 00:39:32.619
they can charge out of pocket.

00:39:33.018 --> 00:39:33.260
And I,

00:39:33.559 --> 00:39:35.161
I used to try to kind of try to

00:39:35.300 --> 00:39:37.362
overcome objections with

00:39:37.422 --> 00:39:39.625
rebuttals and I try to like, you know,

00:39:39.664 --> 00:39:40.505
redirect them and then they

00:39:40.525 --> 00:39:41.206
would like schedule the

00:39:41.226 --> 00:39:42.246
evaluation and then they

00:39:42.266 --> 00:39:42.987
would like cancel it the

00:39:43.007 --> 00:39:43.788
day before or whatever.

00:39:43.847 --> 00:39:44.268
So now,

00:39:45.110 --> 00:39:46.161
we're doing so well and

00:39:47.289 --> 00:39:48.911
I don't have to like force anyone to,

00:39:49.110 --> 00:39:50.552
you know, to book and schedule,

00:39:51.052 --> 00:39:53.253
but the phone call is this

00:39:53.373 --> 00:39:54.673
open-ended with the, you know,

00:39:54.853 --> 00:39:56.074
double clicking and double

00:39:56.094 --> 00:39:57.074
down on some of these

00:39:57.114 --> 00:40:00.235
questions so that they realize like,

00:40:00.715 --> 00:40:02.876
this is, this is why we're out of pocket.

00:40:02.998 --> 00:40:04.557
This is why a bunch of other

00:40:04.577 --> 00:40:05.539
people decide to pay us out

00:40:05.579 --> 00:40:07.719
of pocket and they'll fine.

00:40:07.760 --> 00:40:08.780
If you want to continue to call around,

00:40:08.820 --> 00:40:09.320
that's fine.

00:40:09.721 --> 00:40:11.481
They will realize if they call three,

00:40:11.521 --> 00:40:12.742
four or five places, right?

00:40:13.001 --> 00:40:14.362
We have a significantly

00:40:14.402 --> 00:40:15.963
different phone call process than, um,

00:40:16.744 --> 00:40:18.646
most other places so that'll

00:40:18.666 --> 00:40:20.347
shine through and then that

00:40:20.387 --> 00:40:21.750
person will be like well

00:40:21.849 --> 00:40:23.030
okay that's why they charge

00:40:23.050 --> 00:40:23.652
you know three hundred

00:40:23.672 --> 00:40:24.632
dollars a visit I get it

00:40:24.652 --> 00:40:26.956
this this is the uh this

00:40:26.996 --> 00:40:28.277
the parallel in the rest of

00:40:28.317 --> 00:40:30.418
the world is why when

00:40:30.438 --> 00:40:31.860
you're single no one wants

00:40:31.880 --> 00:40:32.842
to talk to you and as soon

00:40:32.862 --> 00:40:33.543
as you get a girlfriend or

00:40:33.563 --> 00:40:34.724
get married you are the

00:40:34.784 --> 00:40:35.625
most popular person on the

00:40:35.644 --> 00:40:37.947
block they didn't change you did

00:40:40.030 --> 00:40:41.351
You're being more thoughtful.

00:40:41.471 --> 00:40:42.711
There's no pressure here.

00:40:42.891 --> 00:40:44.112
It's like, listen, I'm here for you.

00:40:44.873 --> 00:40:46.974
And so your shoulders are nice and loose.

00:40:46.994 --> 00:40:48.356
And that's why when you're single,

00:40:48.376 --> 00:40:49.117
you can't get a date.

00:40:49.356 --> 00:40:50.157
Maybe that's just me.

00:40:50.177 --> 00:40:50.697
Maybe that's why I'm the

00:40:50.737 --> 00:40:51.818
only single guy on this show.

00:40:52.139 --> 00:40:52.679
But when you're single,

00:40:52.699 --> 00:40:53.360
you can't get a date.

00:40:53.380 --> 00:40:54.681
When you got a girlfriend,

00:40:54.701 --> 00:40:55.961
you got people giving phone

00:40:55.981 --> 00:40:57.282
numbers left and right.

00:40:57.302 --> 00:40:58.704
Closing thoughts for the questions.

00:40:58.804 --> 00:40:59.204
Again,

00:40:59.425 --> 00:41:00.905
I do not think this is the end or be all,

00:41:00.945 --> 00:41:02.467
but I think people should

00:41:02.507 --> 00:41:03.688
probably practice it a lot.

00:41:04.088 --> 00:41:05.309
a lot more than maybe they do,

00:41:05.668 --> 00:41:06.610
myself included.

00:41:07.210 --> 00:41:08.371
And again,

00:41:08.510 --> 00:41:09.650
this came back to why I think

00:41:09.710 --> 00:41:10.692
Dave definitely needs to

00:41:10.731 --> 00:41:12.273
record this and so do you listening.

00:41:12.833 --> 00:41:13.514
This was the most

00:41:13.693 --> 00:41:14.594
uncomfortable thirty

00:41:14.634 --> 00:41:15.894
minutes of my week every

00:41:15.934 --> 00:41:16.916
week when I was in radio.

00:41:16.936 --> 00:41:18.496
It's called an air check session.

00:41:18.536 --> 00:41:20.498
You listened to yourself in

00:41:20.538 --> 00:41:22.179
your boss's office with your boss.

00:41:22.599 --> 00:41:24.519
And I wanted to just bury my

00:41:24.981 --> 00:41:26.081
fingernails in the in the

00:41:26.101 --> 00:41:27.282
couch and just be like, oh,

00:41:27.661 --> 00:41:28.402
but it was the single

00:41:28.443 --> 00:41:29.704
greatest place for

00:41:29.764 --> 00:41:30.543
improvement because the

00:41:30.583 --> 00:41:31.885
next seven days on the air,

00:41:32.304 --> 00:41:33.505
I was spent thinking about that.

00:41:33.565 --> 00:41:34.565
How do I make sure that

00:41:34.605 --> 00:41:35.885
moment doesn't happen again

00:41:35.925 --> 00:41:37.266
where I'm uncomfortable with my boss?

00:41:37.806 --> 00:41:38.726
So closing thoughts on this

00:41:38.746 --> 00:41:39.565
before we switch topics.

00:41:40.606 --> 00:41:41.827
I don't know if you guys saw it.

00:41:42.007 --> 00:41:44.067
I asked in the Facebook group, like,

00:41:44.427 --> 00:41:45.306
who does this?

00:41:45.347 --> 00:41:46.887
Who records themselves

00:41:46.967 --> 00:41:48.208
answering phone calls?

00:41:48.648 --> 00:41:51.128
Who would even consider zero?

00:41:51.228 --> 00:41:51.768
Nobody.

00:41:52.228 --> 00:41:53.668
Who would even consider

00:41:53.728 --> 00:41:55.789
hiring somebody or asking a

00:41:55.829 --> 00:41:56.809
spouse or a friend?

00:41:56.909 --> 00:41:57.289
Nobody.

00:41:57.369 --> 00:41:58.809
Nobody was doing any of it.

00:41:59.369 --> 00:42:00.170
And it's shocking.

00:42:00.469 --> 00:42:00.690
What?

00:42:01.516 --> 00:42:02.177
I was going to say,

00:42:02.476 --> 00:42:03.637
the results you're looking

00:42:03.677 --> 00:42:04.777
for are hiding in the work

00:42:04.798 --> 00:42:07.521
you're not doing, right?

00:42:08.201 --> 00:42:11.123
I wonder why Will Boyd is successful.

00:42:11.844 --> 00:42:14.206
Do you think there might be a reason?

00:42:15.246 --> 00:42:16.547
And I'd love to have Will on

00:42:16.646 --> 00:42:17.547
as a follow-up for this

00:42:17.568 --> 00:42:18.989
because via text is not

00:42:19.009 --> 00:42:19.570
good enough for me.

00:42:19.610 --> 00:42:20.530
I want to get on a call and

00:42:20.570 --> 00:42:22.172
I want to record it, which would be,

00:42:22.391 --> 00:42:23.632
I bet you,

00:42:23.932 --> 00:42:26.255
I would bet Will would say it

00:42:26.295 --> 00:42:29.336
was uncomfortable to start recording

00:42:29.476 --> 00:42:31.760
It's probably still not easy.

00:42:31.981 --> 00:42:32.882
This is simple to do.

00:42:32.902 --> 00:42:33.664
Just record every call.

00:42:33.943 --> 00:42:36.427
Not easy, but I would bet that this is,

00:42:36.989 --> 00:42:37.389
I don't know.

00:42:37.911 --> 00:42:38.672
I've never even had a

00:42:38.731 --> 00:42:39.634
conversation with Will.

00:42:40.155 --> 00:42:41.456
I would bet Will would say

00:42:41.496 --> 00:42:42.217
it's probably one of the

00:42:42.257 --> 00:42:43.579
top three reasons for success.

00:42:44.309 --> 00:42:45.530
Because they are literally

00:42:45.590 --> 00:42:46.809
holding themselves accountable.

00:42:47.150 --> 00:42:48.431
Why did this thing fail?

00:42:48.590 --> 00:42:49.331
Ah, they suck.

00:42:49.971 --> 00:42:51.592
Mm-mm, that's a cop-out.

00:42:51.992 --> 00:42:52.753
Let's go back.

00:42:52.793 --> 00:42:53.713
Let's look at the tape.

00:42:54.112 --> 00:42:56.514
This is why Chris Voss says, and he do,

00:42:56.855 --> 00:42:57.355
look at that.

00:42:57.675 --> 00:42:59.735
They do reviews every week.

00:43:00.195 --> 00:43:01.516
I bet you they're uncomfortable,

00:43:01.657 --> 00:43:04.378
but I bet you they uncover huge,

00:43:04.418 --> 00:43:05.398
huge things that it would

00:43:05.418 --> 00:43:06.699
take you years to get to.

00:43:07.358 --> 00:43:08.260
This is why human beings go

00:43:08.280 --> 00:43:09.219
to therapy or should.

00:43:09.980 --> 00:43:11.081
What I think is interesting

00:43:11.181 --> 00:43:12.460
is we didn't plan this.

00:43:12.541 --> 00:43:13.461
I just jumped on.

00:43:14.141 --> 00:43:17.043
Dave's words, Dave's gestures,

00:43:17.083 --> 00:43:18.844
Dave's things are very similar to mine,

00:43:18.885 --> 00:43:20.025
very similar to yours.

00:43:20.646 --> 00:43:22.606
I bet what you would see, and Jimmy,

00:43:22.626 --> 00:43:23.327
it seems like you would

00:43:23.347 --> 00:43:24.469
have a saying for this,

00:43:25.009 --> 00:43:26.730
you'd see similarities

00:43:26.789 --> 00:43:29.472
across lots of successful therapists,

00:43:30.612 --> 00:43:31.012
you know,

00:43:31.193 --> 00:43:32.733
even though none of this was

00:43:32.813 --> 00:43:35.175
discussed or prearranged or even learned.

00:43:35.235 --> 00:43:35.454
Now,

00:43:36.016 --> 00:43:39.097
I do think somebody needs to create

00:43:39.157 --> 00:43:41.398
this kind of continuing education course

00:43:41.860 --> 00:43:43.447
I think it improves patient outcomes.

00:43:43.527 --> 00:43:45.315
It improves patient's experience.

00:43:45.376 --> 00:43:45.637
Like

00:43:46.186 --> 00:43:48.409
it would elevate the clinical outcome,

00:43:48.929 --> 00:43:49.570
even though we're not

00:43:49.610 --> 00:43:50.971
talking about anything clinical.

00:43:51.472 --> 00:43:52.652
But just some of the

00:43:52.693 --> 00:43:53.813
questions that Dave shared

00:43:53.833 --> 00:43:54.954
today are questions that I

00:43:55.175 --> 00:43:56.695
enter into when the

00:43:56.735 --> 00:43:58.137
patient's sitting in my clinic.

00:43:58.157 --> 00:43:58.998
Like this morning,

00:43:59.878 --> 00:44:01.079
I was late here because I

00:44:01.099 --> 00:44:02.501
had a new patient evaluation.

00:44:03.161 --> 00:44:06.005
One of my questions with this person was,

00:44:06.425 --> 00:44:07.925
what were you expecting today?

00:44:08.005 --> 00:44:09.047
What was your hope?

00:44:09.067 --> 00:44:10.347
What was your expectation

00:44:10.407 --> 00:44:12.650
for this physical therapy visit?

00:44:13.411 --> 00:44:14.911
Because I want to know, like,

00:44:15.072 --> 00:44:16.574
what do you think is going to happen?

00:44:16.594 --> 00:44:16.873
Yeah.

00:44:18.255 --> 00:44:20.336
And Dave uses that question on the phone.

00:44:20.856 --> 00:44:21.878
And then again,

00:44:21.938 --> 00:44:23.559
when I'm face to face with the patient,

00:44:24.019 --> 00:44:26.501
we'll talk about not just their goals,

00:44:26.521 --> 00:44:27.882
like, oh, I want to play golf.

00:44:27.922 --> 00:44:28.702
But it's like, why?

00:44:28.784 --> 00:44:30.164
Why is that important to you?

00:44:30.244 --> 00:44:31.726
Why is that goal important?

00:44:32.085 --> 00:44:34.068
Why haven't you been doing that already?

00:44:34.467 --> 00:44:35.688
Why do you think you haven't

00:44:35.728 --> 00:44:36.849
achieved that yet?

00:44:36.929 --> 00:44:37.931
You've seen a lot of smart

00:44:37.951 --> 00:44:39.612
people before you got to me.

00:44:40.193 --> 00:44:41.454
Why do you think nobody's

00:44:41.514 --> 00:44:42.795
had the solution so far?

00:44:43.114 --> 00:44:46.135
why this, why now, right?

00:44:46.175 --> 00:44:48.978
My only thing is, my one caveat,

00:44:48.998 --> 00:44:49.818
the reason I sort of like

00:44:49.898 --> 00:44:51.157
did this little exercise, and again,

00:44:51.177 --> 00:44:52.298
I'm not saying this is perfect,

00:44:52.338 --> 00:44:53.199
but this is why we do it,

00:44:53.278 --> 00:44:54.239
and we do it in public,

00:44:54.980 --> 00:44:57.900
is I think there is,

00:44:58.101 --> 00:44:58.922
there's a point when you're

00:44:58.981 --> 00:45:01.543
asking too many questions too soon,

00:45:01.563 --> 00:45:02.282
you know what I mean?

00:45:02.322 --> 00:45:04.423
Like there's a good order of questions,

00:45:04.664 --> 00:45:04.804
right?

00:45:04.824 --> 00:45:05.844
We would never ask them a

00:45:06.284 --> 00:45:07.364
super detailed question

00:45:07.405 --> 00:45:08.786
without asking a macro question.

00:45:09.465 --> 00:45:11.929
I'm saying it's simple to ask questions,

00:45:11.969 --> 00:45:12.708
but not easy.

00:45:12.889 --> 00:45:13.050
Right.

00:45:13.070 --> 00:45:15.652
So the right this is the whole Voss thing.

00:45:16.233 --> 00:45:17.594
If you really read Chris Voss's book,

00:45:17.634 --> 00:45:18.655
he also talks about how he

00:45:18.695 --> 00:45:20.036
used to go to the Harvard.

00:45:20.056 --> 00:45:20.697
Remember that, Dave?

00:45:20.737 --> 00:45:21.418
He used to go like this

00:45:21.478 --> 00:45:22.639
Harvard negotiation

00:45:22.699 --> 00:45:23.619
competition they would do.

00:45:24.340 --> 00:45:25.661
And he's like, how did I,

00:45:26.041 --> 00:45:27.623
a kid from the streets, kid from,

00:45:27.902 --> 00:45:28.563
is he from Brooklyn?

00:45:28.583 --> 00:45:29.804
He's from New York or something like that,

00:45:29.844 --> 00:45:30.045
right?

00:45:30.364 --> 00:45:31.505
I think Chicago.

00:45:31.525 --> 00:45:32.045
Oh, Chicago.

00:45:32.085 --> 00:45:32.827
Maybe I just heard the New

00:45:32.847 --> 00:45:33.666
Yorker and I wanted him to

00:45:33.686 --> 00:45:34.228
be from New York.

00:45:34.268 --> 00:45:35.027
But he says,

00:45:35.068 --> 00:45:36.268
how am I wiping the floor with

00:45:36.309 --> 00:45:37.389
these Harvard MBAs?

00:45:37.409 --> 00:45:37.809
And he's like,

00:45:38.070 --> 00:45:39.210
because they're reading

00:45:39.251 --> 00:45:40.132
things from a textbook and

00:45:40.152 --> 00:45:42.853
they're going from a call sheet.

00:45:43.153 --> 00:45:44.574
He's like, I'm adapting.

00:45:44.835 --> 00:45:46.155
So I am by no means saying

00:45:46.235 --> 00:45:47.456
these are the only five or

00:45:47.476 --> 00:45:48.277
this is the order.

00:45:48.836 --> 00:45:50.177
I want you to be adaptable,

00:45:50.438 --> 00:45:51.579
but I'd like you to start

00:45:51.818 --> 00:45:53.099
understanding what is the

00:45:53.159 --> 00:45:54.201
purpose of this question.

00:45:54.842 --> 00:45:56.684
Your questions are your weapons, right?

00:45:56.724 --> 00:45:57.344
In a good way.

00:45:57.385 --> 00:45:58.887
They're your investigation tools,

00:45:59.427 --> 00:46:00.590
understanding how to use them.

00:46:00.630 --> 00:46:01.831
I remember when I was in PT school,

00:46:01.851 --> 00:46:02.472
it's the last thing I'll

00:46:02.492 --> 00:46:03.514
say before we can either

00:46:03.554 --> 00:46:04.376
switch it up or whatever.

00:46:05.336 --> 00:46:06.938
When we were studying the

00:46:06.978 --> 00:46:08.320
subjective exam in ortho,

00:46:09.625 --> 00:46:12.527
Man, my classmates got real sweaty, bro.

00:46:12.686 --> 00:46:13.327
Like they were like,

00:46:13.827 --> 00:46:15.668
I got to memorize these twenty questions.

00:46:15.748 --> 00:46:17.331
I remember saying like, no,

00:46:17.431 --> 00:46:19.231
like let's let's sort of

00:46:19.271 --> 00:46:20.393
get what's the goal of this?

00:46:20.972 --> 00:46:22.134
It's the goal to this, this, this.

00:46:22.454 --> 00:46:22.673
Great.

00:46:22.713 --> 00:46:22.835
Well,

00:46:22.855 --> 00:46:24.255
what's the third question I should ask?

00:46:24.275 --> 00:46:24.456
I'm like,

00:46:24.576 --> 00:46:25.356
I don't know what the answer to

00:46:25.376 --> 00:46:26.456
the first question was.

00:46:26.496 --> 00:46:27.637
So I'm not even thinking

00:46:27.677 --> 00:46:28.478
about question two.

00:46:29.139 --> 00:46:29.940
Think about it from the

00:46:29.980 --> 00:46:31.340
point of an interview.

00:46:31.760 --> 00:46:32.800
I learned my best interview

00:46:32.820 --> 00:46:33.742
skills from a guy by the

00:46:33.762 --> 00:46:34.643
name of Dave Grohl.

00:46:35.123 --> 00:46:36.523
I got a chance to interview Dave Grohl,

00:46:36.563 --> 00:46:37.664
lead singer of the Foo Fighters.

00:46:38.105 --> 00:46:39.085
And he walked in the room

00:46:39.164 --> 00:46:40.146
and I was super nervous and

00:46:40.166 --> 00:46:40.686
shook his hand.

00:46:40.706 --> 00:46:41.706
And I called him Mr. Grohl.

00:46:41.726 --> 00:46:42.547
I said, Mr. Grohl,

00:46:43.887 --> 00:46:45.028
I'm McKay from Ninety Seven

00:46:45.068 --> 00:46:46.369
Nine X. I'm here to do your interview.

00:46:46.409 --> 00:46:47.070
And he stopped.

00:46:47.110 --> 00:46:48.670
His face went totally white.

00:46:48.690 --> 00:46:50.052
And he goes, I don't do interviews.

00:46:50.532 --> 00:46:52.054
And I was like, and he goes,

00:46:52.173 --> 00:46:52.974
and then he broke into a

00:46:53.034 --> 00:46:53.914
Dave Grohl smile.

00:46:53.934 --> 00:46:55.615
He said, I just have conversations.

00:46:56.076 --> 00:46:57.615
Every interview after Dave

00:46:57.635 --> 00:46:58.317
Grohl's interview,

00:46:58.697 --> 00:47:00.157
I never approached it like an interview.

00:47:00.317 --> 00:47:00.976
I approached it like a

00:47:01.036 --> 00:47:02.958
conversation with someone I

00:47:03.018 --> 00:47:04.697
looked up to or admired their work.

00:47:05.119 --> 00:47:07.318
And I got infinitely better

00:47:07.338 --> 00:47:10.400
with that one change.

00:47:10.480 --> 00:47:10.900
Yeah,

00:47:11.099 --> 00:47:12.219
I think it's one of those things

00:47:12.280 --> 00:47:14.141
where there's definitely people born.

00:47:14.804 --> 00:47:16.545
with the ability to do that.

00:47:16.585 --> 00:47:17.405
They don't have to learn it.

00:47:17.445 --> 00:47:18.125
They just know.

00:47:18.626 --> 00:47:20.847
And I think where that comes

00:47:20.887 --> 00:47:22.427
from is genuine curiosity.

00:47:22.487 --> 00:47:23.788
I remember the first time, Jimmy,

00:47:23.827 --> 00:47:24.827
you and I spoke.

00:47:25.208 --> 00:47:27.349
There was a genuine curiosity there.

00:47:27.389 --> 00:47:28.630
We talked about things.

00:47:28.849 --> 00:47:30.650
We explored ideas and topics.

00:47:32.393 --> 00:47:33.893
I've always been surprised.

00:47:34.936 --> 00:47:36.157
I'm a creative at heart.

00:47:36.297 --> 00:47:37.038
I grew up,

00:47:37.418 --> 00:47:39.460
my parents were musicians and

00:47:39.501 --> 00:47:41.302
creators and I went to a

00:47:41.362 --> 00:47:42.324
fine arts school.

00:47:43.485 --> 00:47:44.246
But even with that,

00:47:44.326 --> 00:47:45.847
I've just always been a curious kid.

00:47:45.947 --> 00:47:47.188
And I look at my four boys

00:47:47.208 --> 00:47:48.550
and they're curious kids in

00:47:48.570 --> 00:47:50.012
the group and they're kids that...

00:47:50.472 --> 00:47:51.614
Just want to follow.

00:47:51.733 --> 00:47:53.436
They want to color in the lines, you know,

00:47:53.476 --> 00:47:55.777
and I think PTs by nature,

00:47:55.836 --> 00:47:58.199
we tend to attract a

00:47:58.259 --> 00:48:01.061
therapist who's they want the answer.

00:48:01.101 --> 00:48:01.802
It's black and white.

00:48:01.822 --> 00:48:02.643
It's yes or no.

00:48:02.742 --> 00:48:03.523
What are the steps?

00:48:03.583 --> 00:48:04.485
What's the process?

00:48:04.505 --> 00:48:06.927
Give me the recipe and I will follow it.

00:48:07.467 --> 00:48:10.570
But something like this, I agree with you.

00:48:10.630 --> 00:48:12.170
It's like we just we need to

00:48:12.190 --> 00:48:13.351
get the first word out,

00:48:13.411 --> 00:48:14.932
get that first word out,

00:48:15.373 --> 00:48:17.155
and then it'll just go from there.

00:48:18.237 --> 00:48:19.858
which I think the best thing

00:48:20.018 --> 00:48:23.181
any of us could do is record ourselves.

00:48:23.300 --> 00:48:24.242
I'm in the clinic,

00:48:24.282 --> 00:48:25.762
like bring people with us.

00:48:25.822 --> 00:48:26.402
Look, take a look.

00:48:26.483 --> 00:48:28.045
Even if you hate how I treat

00:48:28.065 --> 00:48:29.905
a patient and you think, well,

00:48:29.945 --> 00:48:30.626
he didn't do an upper

00:48:30.646 --> 00:48:31.806
quarter screen and how's he

00:48:31.847 --> 00:48:32.768
assessing neuro and he

00:48:32.788 --> 00:48:33.969
didn't do reflexes and

00:48:34.820 --> 00:48:35.400
I don't care.

00:48:35.461 --> 00:48:37.163
You could hate everything I do.

00:48:37.543 --> 00:48:39.204
You'll still learn maybe

00:48:39.244 --> 00:48:40.364
things you don't want to do

00:48:40.405 --> 00:48:41.766
because that's what Tony did.

00:48:42.186 --> 00:48:44.467
But like, just listen to how I respond.

00:48:44.507 --> 00:48:45.949
Listen to the things that I say.

00:48:46.009 --> 00:48:47.829
Listen to what they told me

00:48:47.889 --> 00:48:49.311
and why I replied this way

00:48:49.331 --> 00:48:50.271
to that person and a

00:48:50.331 --> 00:48:51.693
different way to a different person.

00:48:52.152 --> 00:48:54.175
We could learn so much, but, you know,

00:48:54.195 --> 00:48:55.416
we just we don't do it still.

00:48:56.422 --> 00:48:57.222
Yeah.

00:48:57.282 --> 00:48:58.423
If I had to attribute one

00:48:58.704 --> 00:49:01.106
single attribute to success in my life,

00:49:01.186 --> 00:49:02.567
no matter if you think I'm

00:49:02.626 --> 00:49:03.567
successful or you think I'm

00:49:03.606 --> 00:49:05.068
an underachiever, it's curiosity.

00:49:05.809 --> 00:49:07.369
I think persistence only

00:49:07.409 --> 00:49:08.530
comes from curiosity.

00:49:08.690 --> 00:49:10.172
It's easier to persist if

00:49:10.192 --> 00:49:12.112
you are genuinely curious.

00:49:12.132 --> 00:49:13.094
This is why I've done close

00:49:13.134 --> 00:49:14.094
to two thousand interviews.

00:49:14.594 --> 00:49:16.876
It's not because I saw

00:49:16.956 --> 00:49:18.436
success on the other side of interviews.

00:49:18.637 --> 00:49:20.137
I saw success in the interview.

00:49:21.164 --> 00:49:21.746
I was like,

00:49:22.507 --> 00:49:23.309
why do I interview people in

00:49:23.329 --> 00:49:24.030
and out of the profession?

00:49:24.050 --> 00:49:24.251
I'm like,

00:49:24.612 --> 00:49:25.775
I sort of like talking to people.

00:49:25.876 --> 00:49:27.440
Yeah, that's how I get what I get.

00:49:28.454 --> 00:49:30.215
The reason I get there is curiosity.

00:49:30.295 --> 00:49:32.335
I genuinely like talking to people.

00:49:33.175 --> 00:49:34.536
All right, so this is a good starter.

00:49:34.577 --> 00:49:35.297
I feel like we could come

00:49:35.317 --> 00:49:36.197
back to this in a couple

00:49:36.458 --> 00:49:39.318
weeks or months and say, okay,

00:49:39.378 --> 00:49:40.079
I tried this out,

00:49:40.099 --> 00:49:40.960
or I'd love to hear from

00:49:41.000 --> 00:49:42.920
people who got a nugget out of this,

00:49:43.161 --> 00:49:45.121
even if it disagreed, like Tony said.

00:49:45.461 --> 00:49:46.702
Even if you're like, that's a dumb order.

00:49:46.742 --> 00:49:47.442
I would do it this way.

00:49:47.722 --> 00:49:48.262
Go do it,

00:49:48.623 --> 00:49:49.903
but you got to bring me the receipts.

00:49:50.344 --> 00:49:51.864
You have to be recording this, which then,

00:49:51.884 --> 00:49:52.204
of course,

00:49:52.244 --> 00:49:53.085
leads to the step of what

00:49:53.105 --> 00:49:53.724
you're talking about,

00:49:53.764 --> 00:49:54.905
like things like Hipposcribe.

00:49:55.648 --> 00:49:56.610
which would be like, oh,

00:49:56.630 --> 00:49:57.451
you're a good clinician?

00:49:58.110 --> 00:49:58.490
Show me.

00:49:58.911 --> 00:49:59.753
Are you recording it?

00:49:59.833 --> 00:50:00.954
Are you paying attention to it?

00:50:01.014 --> 00:50:02.155
Where was the disconnect?

00:50:02.454 --> 00:50:03.715
The only way we improve.

00:50:03.755 --> 00:50:04.817
What is the line?

00:50:05.396 --> 00:50:07.039
What gets measured gets improved?

00:50:07.079 --> 00:50:08.039
What gets measured gets done?

00:50:08.059 --> 00:50:08.139
Yeah.

00:50:08.159 --> 00:50:11.663
What gets accomplished gets done.

00:50:11.682 --> 00:50:12.483
Do you think we have time to

00:50:12.503 --> 00:50:14.945
talk about BarkBox?

00:50:15.346 --> 00:50:16.045
Not BarkBox.

00:50:16.085 --> 00:50:16.326
BarkBox.

00:50:16.367 --> 00:50:16.947
No, no.

00:50:16.987 --> 00:50:17.887
That's enough.

00:50:18.027 --> 00:50:18.768
Let's save it.

00:50:19.489 --> 00:50:20.730
No, that needs like,

00:50:21.010 --> 00:50:22.289
like a majority of an episode.

00:50:22.309 --> 00:50:23.990
Cause that is new marketing.

00:50:24.650 --> 00:50:25.690
Uh, Tony's going to love it.

00:50:25.891 --> 00:50:27.472
And, uh, yeah, I,

00:50:27.492 --> 00:50:28.773
I send screenshots of like the,

00:50:29.112 --> 00:50:31.092
with the people looking for

00:50:31.132 --> 00:50:32.434
PT or massage or whatever.

00:50:32.594 --> 00:50:33.954
So, but Tony, like for reference,

00:50:33.974 --> 00:50:34.675
we started the episode.

00:50:34.715 --> 00:50:35.074
I was like,

00:50:35.155 --> 00:50:36.474
I was in bed when I was reading

00:50:36.534 --> 00:50:38.195
Dave's screenshots and he's

00:50:38.215 --> 00:50:39.195
talking about like finding

00:50:39.235 --> 00:50:40.476
patients on bark.com.

00:50:40.516 --> 00:50:41.097
And you know me,

00:50:41.237 --> 00:50:43.637
I like curiosity and I'm like, Oh,

00:50:43.697 --> 00:50:44.858
he's thinking outside the box.

00:50:44.898 --> 00:50:46.498
Cause I thought bark.com was

00:50:46.518 --> 00:50:48.380
to find pet sitters and pet walkers.

00:50:48.400 --> 00:50:48.679
I was like,

00:50:49.280 --> 00:50:50.780
If I'm hiring a pet sitter,

00:50:50.820 --> 00:50:51.862
maybe I'm not walking my

00:50:52.061 --> 00:50:53.583
dog because I got knee pain.

00:50:53.603 --> 00:50:54.802
I'm like, I don't know, man.

00:50:54.943 --> 00:50:56.963
I feel like that's a lot of work.

00:50:57.344 --> 00:50:58.364
I like your approach because

00:50:58.405 --> 00:50:59.865
those are my ideal clients

00:50:59.885 --> 00:51:00.485
because that means they're

00:51:00.565 --> 00:51:01.547
outsourcing things.

00:51:01.567 --> 00:51:02.927
They have like a dog walker.

00:51:02.947 --> 00:51:04.307
They have a babysitter or whatever.

00:51:04.527 --> 00:51:05.608
That means they usually have

00:51:05.648 --> 00:51:06.489
discretionary income.

00:51:06.509 --> 00:51:07.349
They're spenders.

00:51:08.010 --> 00:51:10.911
And they, and time is their biggest asset.

00:51:10.952 --> 00:51:13.534
So those kind of are my ideal clients,

00:51:13.574 --> 00:51:14.313
but not,

00:51:14.434 --> 00:51:15.815
we're not going that many levels deep.

00:51:16.094 --> 00:51:16.295
Right.

00:51:16.315 --> 00:51:17.076
That's, that's too,

00:51:17.115 --> 00:51:18.016
it's too inefficient to

00:51:18.056 --> 00:51:19.277
like sort through all that.

00:51:19.338 --> 00:51:19.538
Right.

00:51:19.597 --> 00:51:19.838
All right.

00:51:19.878 --> 00:51:21.079
So we've got less, go ahead, Tony.

00:51:21.704 --> 00:51:22.585
I'm going to step out

00:51:22.664 --> 00:51:23.905
because I've got people waiting on me,

00:51:23.925 --> 00:51:25.905
but I do want to say for next week,

00:51:26.467 --> 00:51:27.306
I don't know if it was you

00:51:27.327 --> 00:51:29.007
guys or it was a podcast.

00:51:29.108 --> 00:51:30.329
I saw somebody was talking

00:51:30.349 --> 00:51:32.030
about going on Tinder,

00:51:32.710 --> 00:51:34.650
going on Tinder dates and

00:51:34.690 --> 00:51:36.692
then turning those dates,

00:51:37.253 --> 00:51:38.554
usually fail dates into

00:51:38.634 --> 00:51:39.934
customers or clients for

00:51:39.954 --> 00:51:41.114
whatever they were selling.

00:51:41.755 --> 00:51:44.516
I think that was Michelle Stauffer.

00:51:44.536 --> 00:51:45.376
Okay.

00:51:45.436 --> 00:51:47.599
It was on Twitter and I might've talked,

00:51:47.659 --> 00:51:49.099
I think it was Michelle Stauffer.

00:51:49.119 --> 00:51:49.800
I have to look back.

00:51:50.739 --> 00:51:51.880
Okay, all right.

00:51:51.900 --> 00:51:54.101
Well, I'll research it too.

00:51:54.121 --> 00:51:55.302
The thing Tony shared about

00:51:55.463 --> 00:51:56.963
Tinder was restaurants.

00:51:57.403 --> 00:51:58.804
That was me.

00:51:58.923 --> 00:51:59.985
Oh, you shared that.

00:52:00.005 --> 00:52:02.045
They were doing like fake profiles.

00:52:02.425 --> 00:52:05.847
They were setting up dates and the person,

00:52:05.867 --> 00:52:07.068
the guy or the gal or whoever,

00:52:07.309 --> 00:52:08.530
they were coming for the date.

00:52:08.869 --> 00:52:09.769
Then they thought they were

00:52:09.789 --> 00:52:11.231
getting stood up and then

00:52:11.271 --> 00:52:12.291
the restaurant was like, yeah, well,

00:52:12.311 --> 00:52:12.851
you're sitting here.

00:52:12.891 --> 00:52:14.693
So like maybe most of these

00:52:14.733 --> 00:52:15.632
people are gonna like just

00:52:15.733 --> 00:52:16.534
order food or drinks

00:52:16.554 --> 00:52:17.094
because they're so

00:52:17.134 --> 00:52:17.974
embarrassed or whatever.

00:52:18.655 --> 00:52:21.155
which is, and Jimmy said something perfect,

00:52:21.215 --> 00:52:21.677
which is like,

00:52:21.697 --> 00:52:22.976
there's a thin line between

00:52:23.538 --> 00:52:25.898
genius and evil or like brilliant,

00:52:26.219 --> 00:52:27.980
like just diabolical, right?

00:52:28.019 --> 00:52:28.300
I don't know.

00:52:28.599 --> 00:52:30.260
Michelle Stauffer was doing something.

00:52:30.300 --> 00:52:31.922
I believe it was her who was

00:52:31.961 --> 00:52:32.523
doing what you said.

00:52:32.543 --> 00:52:33.262
She was setting up,

00:52:33.563 --> 00:52:35.264
she was doing interactions in Bumble,

00:52:35.304 --> 00:52:36.264
like in the DMs.

00:52:37.224 --> 00:52:38.784
to try and I don't want to

00:52:39.025 --> 00:52:39.885
you know say it and be

00:52:39.925 --> 00:52:40.646
incorrect but I think it

00:52:40.666 --> 00:52:41.565
was like to book patients

00:52:41.646 --> 00:52:42.525
or at least get to people

00:52:42.585 --> 00:52:43.947
like to talking about it

00:52:43.987 --> 00:52:45.146
and I was like that's

00:52:45.327 --> 00:52:46.306
that's like genius and

00:52:46.327 --> 00:52:47.927
diabolical because she was

00:52:47.967 --> 00:52:49.047
also sharing frustration of

00:52:49.068 --> 00:52:50.068
why like they wouldn't

00:52:50.347 --> 00:52:51.568
follow through on the pt

00:52:52.088 --> 00:52:53.208
eval and I'm like they were

00:52:53.228 --> 00:52:54.789
there for a date though but

00:52:54.889 --> 00:52:56.208
like I don't know if that's

00:52:56.248 --> 00:52:57.590
a good use of time but she

00:52:57.610 --> 00:52:59.369
was I was interested reading it

00:52:59.914 --> 00:53:00.876
I'll catch you guys next week.

00:53:00.896 --> 00:53:01.235
I got to go.

00:53:01.255 --> 00:53:03.217
See ya.

00:53:03.338 --> 00:53:03.579
All right.

00:53:03.599 --> 00:53:06.380
So parting, parting shot real quick for me,

00:53:06.440 --> 00:53:08.643
Jimmy, uh, from Will Boyd here earlier,

00:53:08.684 --> 00:53:10.045
when we were talking about the questions,

00:53:10.085 --> 00:53:10.625
he said, love it,

00:53:10.644 --> 00:53:12.507
Dave people buy when they

00:53:12.547 --> 00:53:13.628
feel understood.

00:53:14.637 --> 00:53:15.797
And Will Boyd said the only

00:53:15.818 --> 00:53:17.159
way to understand is

00:53:17.179 --> 00:53:18.880
through asking questions, which again,

00:53:18.940 --> 00:53:19.179
yeah,

00:53:19.260 --> 00:53:21.001
that's like my whole process or our

00:53:21.021 --> 00:53:22.902
whole process on the intro phone call.

00:53:23.302 --> 00:53:23.463
Yeah.

00:53:23.623 --> 00:53:24.884
Oprah had a great line.

00:53:24.903 --> 00:53:25.603
I'm pretty sure it was a

00:53:25.623 --> 00:53:26.585
people want to be seen,

00:53:27.105 --> 00:53:28.266
heard and understood.

00:53:28.726 --> 00:53:30.666
And I forget who the interviewer was,

00:53:30.686 --> 00:53:31.407
but they were like looking

00:53:31.447 --> 00:53:33.289
back at their career and they said,

00:53:33.329 --> 00:53:34.190
I've done more than five

00:53:34.230 --> 00:53:34.829
thousand interviews.

00:53:34.849 --> 00:53:35.230
And you know what?

00:53:35.530 --> 00:53:35.831
You know what?

00:53:35.851 --> 00:53:37.371
Like almost every single one

00:53:37.431 --> 00:53:38.773
said at the end of the interview,

00:53:39.313 --> 00:53:40.393
which was, hey, what?

00:53:40.853 --> 00:53:41.494
Was that okay?

00:53:41.534 --> 00:53:42.114
Was that good?

00:53:42.255 --> 00:53:43.657
Once the cameras get turned

00:53:43.896 --> 00:53:45.557
off or the microphone goes away,

00:53:45.597 --> 00:53:46.199
was that good?

00:53:47.280 --> 00:53:49.320
People are still sort of performing.

00:53:49.581 --> 00:53:50.402
Even when they're super

00:53:50.442 --> 00:53:51.342
relaxed and they're used to

00:53:51.382 --> 00:53:52.563
being interviewed,

00:53:52.603 --> 00:53:54.365
they understand that they're interacting.

00:53:55.867 --> 00:53:57.889
People understand that that

00:53:57.929 --> 00:53:58.989
first phone call with you

00:53:59.010 --> 00:54:00.771
is a potential person to

00:54:00.811 --> 00:54:01.751
help them achieve a goal

00:54:02.092 --> 00:54:03.173
for them or their father or

00:54:03.193 --> 00:54:04.034
their mother or their kid.

00:54:04.875 --> 00:54:05.735
They want to make sure that they,

00:54:06.135 --> 00:54:07.115
do you understand?

00:54:07.516 --> 00:54:08.356
That's where my whole like

00:54:08.396 --> 00:54:10.476
knock on that cliche is, right?

00:54:10.516 --> 00:54:11.996
People don't care how much

00:54:12.016 --> 00:54:12.976
you know until they know

00:54:13.016 --> 00:54:13.697
how much you care.

00:54:14.456 --> 00:54:15.378
I don't think people care

00:54:15.418 --> 00:54:16.077
how much you care.

00:54:16.478 --> 00:54:18.878
They might later, they want to make sure,

00:54:18.958 --> 00:54:20.599
do you understand this?

00:54:20.958 --> 00:54:22.918
Have you helped other people achieve this?

00:54:23.298 --> 00:54:25.320
Or is this your first rodeo?

00:54:25.360 --> 00:54:26.380
Like, do you understand this?

00:54:26.440 --> 00:54:26.679
Yes.

00:54:26.860 --> 00:54:27.500
Okay.

00:54:27.960 --> 00:54:28.920
Then you understand me.

00:54:29.041 --> 00:54:31.201
And then I am comfortable to

00:54:31.240 --> 00:54:32.121
take a step forward and

00:54:32.161 --> 00:54:33.242
move closer to this.

00:54:33.302 --> 00:54:33.641
I agree.

00:54:34.505 --> 00:54:35.704
All right.

00:54:35.925 --> 00:54:37.226
Bark.com on Tuesday.

00:54:37.266 --> 00:54:38.306
That's what we'll be back with.

00:54:38.385 --> 00:54:39.067
I can't wait.

00:54:39.746 --> 00:54:40.706
New patient marketing.

00:54:41.286 --> 00:54:42.148
Patient marketing has

00:54:42.188 --> 00:54:43.128
nothing to do with dogs.

00:54:43.208 --> 00:54:44.108
Not a whole lot to do with

00:54:44.148 --> 00:54:45.068
dogs that we don't think.

00:54:45.608 --> 00:54:46.009
All right, guys.

00:54:46.028 --> 00:54:46.768
We'll see you.

00:54:46.789 --> 00:54:47.710
We'll see you guys next week.

00:54:48.469 --> 00:54:49.469
Subscribe on all the socials

00:54:49.510 --> 00:54:50.550
or do whatever the influencers say.

00:54:50.570 --> 00:54:51.070
See ya.