One Eeyore Can Kill Everything!

WEBVTT

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Down like an old friend.

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Broadcasting way too early from three

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separate Wi-Fi connections.

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It's PT Breakfast Club with Tony Meritato,

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Dave Kittle, and Jimmy McKay.

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All right, welcome to PT Breakfast Club.

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I'm Jimmy.

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That's Dave.

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Tony is missing in action.

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We'll find him somewhere.

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He's probably reading a systematic review.

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You know that guy loves research.

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Loves it.

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Dave is here,

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but he's going to help us track trends

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before they're cool.

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That's what we're trying to do perpetually

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in life.

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That's what these social apps do, right?

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What's cool now?

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What's going to be cool?

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Twenty minutes from now, what is out?

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What's over?

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In twenty twenty six,

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we're looking at like a peptide rush.

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This is all the rage now.

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It's not.

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This is the same thing, but different.

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It's a different flavor.

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Why brands are being told to go live.

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Gee,

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I wonder who saw that trend three years

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ago and why people are spending fifty

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grand on events just to post a recap

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video that gets three hundred and twelve

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views, three comments all from.

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We want to talk about that, too.

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The trust economy is shifting.

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Gary V wrote a book about it several

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years ago.

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Seth Godin has talked about it.

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almost ad nauseum consumers don't wait for

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permission.

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They don't automatically trust credentials

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and they definitely don't watch recap

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videos.

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I see, especially with CSM,

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all the recap videos because there's

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CapCut.

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It's so easy.

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Just take a bunch of pictures and make

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a recap video.

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No one cares about your recap.

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They want to learn something unless it's

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funny.

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So the question is,

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are PTs adapting or defending?

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We'll get into it.

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But today we've got a new,

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we've got a new sponsor to kick things

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off.

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It's just in line.

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with our topics today.

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Let's welcome to the show Authority

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Crunch.

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Oh, more cereals.

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Let's go.

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You got to start your day off with

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Authority Crunch.

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Authority Crunch now with forty percent

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more credentials per serving.

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only breakfast cereal fortified with

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advanced degrees framed certificates and

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mild professional insecurity each spoonful

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contains twelve continuing education

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credits and just a hint just a hint

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of superiority side effects may include

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correcting strangers at dinner parties and

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starting sentences with will actually

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authority crunch because if they don't

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trust you at least they'll know you're

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certified i know a lot of people in

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this profession are eating two bowls of

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authority crunch before they get going in

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the morning

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All right,

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so let's talk about this peptide.

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Was this you or Tony?

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I sent that over.

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I also want to float a couple hooks

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for today or for future episodes because

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there's some other episode.

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There's some other topics I forgot to send

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over.

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So things that hit home to me,

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things I sent are kind of like national

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or things that we could talk about in

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terms of like live video and private

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practices,

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getting more local attention or regional

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attention.

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Is that cool?

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Yeah.

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All right, so.

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On my show,

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I did a solo episode recently.

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I had this, I'm not going to,

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I won't say the therapist's name,

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but like I've talked about it a little

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bit online or whatever,

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but one of our staff physical therapists

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two weeks ago resigned because they did

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not want to sign a corrective action plan.

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So basically like we want to have like

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a,

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there was a chronic history of late

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documentation.

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There were emails from me,

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texts from me about, Hey,

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you saw this person,

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what what's going on here so so i

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didn't have leverage in terms of better or

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more physical therapists at the time last

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year to replace this physical therapist so

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i had i kept this therapist on board

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i didn't fire them right so had to

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at the time so for multiple reasons they

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just didn't want to sign the corrective

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action plan the reason as an hr example

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the the hr

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corrective action plan is like had them

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sign that because then they re agree on

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every little thing like documentation done

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within twenty four hours and then every

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other role and responsibility they sign

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off on every little thing or whatever.

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So that's one thing to maybe tease and

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talk about with that.

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One of my my new full time physical

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therapist created a video jogging in

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Central Park

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He created a digital asset for the

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practice.

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It was never in his job description.

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I did not ask him to do it.

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We never even talked about it.

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He just sent it over.

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So I was blown away with that.

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I posted that last week.

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That was incredible.

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That was awesome.

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He did voiceover.

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He's training for a half marathon coming

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up, I think, in April or something.

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Is this on camera?

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This is Wolf Wolfhanger.

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Yeah.

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So he he was doing some intervals.

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He was he was running in Central Park

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and it was beautiful,

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like the skyline and the snow on the

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ground.

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And, you know,

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obviously anyone like me or him,

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anyone that's running like you're huffing

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and puffing.

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So he recorded it.

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He voiced he did a voiceover later and

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then sent me the video.

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with also he sent a chat gbt caption

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description and the hashtag it was

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literally like done for me there you go

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and then like let me just hit the

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publish button so i i go from like

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and this is every practice owner watching

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or listening it's like every six hours or

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every day or every you know week by

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week day by day there's like these

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challenges and like these lows then these

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highs it's just like it's um this is

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the life of of a business owner

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With that as another hook, I was thinking,

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so this therapist might be the therapist

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that's leaving,

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had some good relationships with some of

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our clients.

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And we're trying to navigate the

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transition.

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The therapist had left abruptly without

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the normal two weeks notice,

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without what I've done.

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And even the therapist that came on board

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with us recently,

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he gave four weeks notice elsewhere and

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then came over to us.

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the therapist that left that did not want

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to sign the corrective action plan gave no

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notice effective immediately effective,

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you know, today, which was,

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I think it was like February eleventh.

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So it was like two weeks ago or

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something, two, three weeks ago.

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So another thing for us to talk about,

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maybe when Tony's here is,

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or we can do it today or some

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other time.

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How can I and HQ or the practice

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or whatever do things to keep the

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relationship with our patients?

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It doesn't matter if you're brick and

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mortar or if you are mobile in terms

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of whether it's check-ins,

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it's some admin or the practice owner or

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the CEO or whoever are calling in almost

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like the quality assurance type calls.

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And not just like a text or an

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email,

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but like calling our patients and clients

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saying like, hey, Jimmy,

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how's it going with Dr. Tom or whoever?

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Like, how's it going?

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Is there anything that we can help you

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with?

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Oh, you need some, I don't know,

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bands from Amazon?

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We'll send those over.

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Whatever.

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The things we've done in the past, like,

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oh,

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it's your birthday and we have a chocolate

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cake coming your way with your name on

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it in icing and a card written by

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the team or whatever, something like that.

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So I use chat GBT.

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That's another thing where you can go into

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kind of like anywhere from like a fifty

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dollar twenty five to fifty dollar budget

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up to like fifteen hundred dollar two

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thousand dollar budget, you know,

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paintings, engravings, memories,

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golf trips,

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like all these things that now I'm

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thinking of is how do I implement this

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moving forward so that.

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Not if when a therapist leaves,

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but when a therapist leaves,

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How do we maintain continuity of care and

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attempt to try to keep that patient and

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client within our ecosystem instead of

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them leaving or having the therapist treat

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that patient directly, right?

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And now we have contractually that our

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therapists are not going to be,

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they're agreeing to not treat patients

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that they meet through us.

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for X amount of years, whatever, like a,

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like a non-solicitation type of thing.

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So I know I throw,

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I threw a lot at you.

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I also sent you last night or today,

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a bunch of topics and everything that I

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just said was,

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I give you no heads up on the

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topics, but this is why this is the,

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this is the beauty of being live.

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So we have to stay with this.

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We have to stay with this because this

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is emotionally charged and it's right.

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It's right now.

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So yeah,

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You were going through this corrective

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action plan, right?

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So first of all,

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you saw something that was going a way

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you didn't want it to go.

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For months.

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For months.

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Six months.

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And you're like, hey, listen.

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And you're probably sitting there because

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I know you well enough to be like,

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okay.

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How can this be a win for not

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just the business?

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You got to make it a win for

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them too.

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Essentially, hey, what's up?

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I see this thing.

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It's not happening.

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What's up?

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That's a great first start, right?

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So when you try to reach out to

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be like, what's up?

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what was sort of the response?

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Like, was there a response?

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Like, Hey, you're doing, you're not,

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you're not holding up your end of the

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bargain.

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This isn't like you're pulling the rug out

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or you invented a new thing to be

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a jerk.

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You're like,

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you're not getting your stuff done.

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That is quite literally the bare minimum

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of the job.

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What ha what happened when like that sort

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of what's up thing?

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Unfortunately, there was no,

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eventually there was like a little bit of

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accountability.

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There was like twenty five to fifty

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percent of accountability on the set

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therapist part.

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I approach these things through what

00:09:20.456 --> 00:09:21.976
sturdy McKee calls like the three

00:09:22.376 --> 00:09:22.778
questions.

00:09:22.798 --> 00:09:26.240
So what you just said, Hey, what happened?

00:09:26.259 --> 00:09:26.820
Like, Hey,

00:09:26.840 --> 00:09:28.240
I noticed that you have a bunch of

00:09:28.280 --> 00:09:29.662
notes that are not completed.

00:09:30.363 --> 00:09:34.384
What's what happened or what's going on?

00:09:34.445 --> 00:09:35.265
What do you need from me?

00:09:36.947 --> 00:09:38.048
And how can we make sure this doesn't

00:09:38.087 --> 00:09:39.869
happen again?

00:09:39.889 --> 00:09:42.210
Those, those approximate three questions.

00:09:43.851 --> 00:09:46.173
Um, but exactly, exactly.

00:09:46.253 --> 00:09:47.333
So, uh,

00:09:48.440 --> 00:09:50.160
I approached it that way.

00:09:50.260 --> 00:09:51.422
So over text, over email,

00:09:51.682 --> 00:09:53.023
there was a documentation,

00:09:53.783 --> 00:09:54.744
paper trail of all this,

00:09:54.803 --> 00:09:57.546
not just phone calls that it was basically

00:09:57.566 --> 00:10:00.707
like, oh yeah, like I'm dealing with this,

00:10:00.748 --> 00:10:01.107
that, whatever.

00:10:01.148 --> 00:10:02.208
Like it was just excuses.

00:10:02.229 --> 00:10:03.690
Like, even if it's, I mean, listen,

00:10:03.789 --> 00:10:04.671
even if it's family stuff,

00:10:04.691 --> 00:10:07.692
this is still your job roles and

00:10:07.732 --> 00:10:08.352
responsibilities.

00:10:08.393 --> 00:10:09.874
Like are you, you're,

00:10:09.894 --> 00:10:10.894
you're booking clients.

00:10:12.121 --> 00:10:14.124
you are leaving your apartment you're

00:10:14.183 --> 00:10:15.605
going to see those patients and clients

00:10:15.625 --> 00:10:18.027
either in our office or home visit so

00:10:18.047 --> 00:10:19.928
you're traveling to them and then at some

00:10:19.969 --> 00:10:22.630
point you come home or during the day

00:10:22.870 --> 00:10:26.254
and you dictate or you quickly write and

00:10:26.274 --> 00:10:28.395
we use an emr that's one of the

00:10:28.436 --> 00:10:29.956
easiest ones on the market in terms of

00:10:30.376 --> 00:10:34.019
ease of use um so there's no excuse

00:10:34.120 --> 00:10:35.341
in terms of like why

00:10:36.433 --> 00:10:38.794
It's why they're, why they're undone.

00:10:38.855 --> 00:10:40.174
It just, it just, it just not,

00:10:40.575 --> 00:10:42.054
it's just not someone that's our,

00:10:42.394 --> 00:10:42.955
I thought it was,

00:10:42.995 --> 00:10:45.395
but it's not our ideal team member.

00:10:45.635 --> 00:10:48.136
Someone who is fully understood,

00:10:48.157 --> 00:10:50.397
fully understands and takes accountability

00:10:50.437 --> 00:10:52.076
with all the roles and responsibilities.

00:10:52.496 --> 00:10:54.298
But this one is documentation is like,

00:10:54.557 --> 00:10:55.697
you have to do this at any job

00:10:55.738 --> 00:10:56.857
at anywhere in the country.

00:10:56.957 --> 00:10:58.379
So it's not even unique to us.

00:10:58.938 --> 00:11:00.839
So what's up?

00:11:00.859 --> 00:11:01.719
That was the first question.

00:11:01.759 --> 00:11:02.639
What was the second question?

00:11:02.659 --> 00:11:03.460
I know the third one was,

00:11:03.480 --> 00:11:03.980
how can I help?

00:11:04.946 --> 00:11:06.889
What do you need from me?

00:11:06.928 --> 00:11:09.572
Yeah, you just said it.

00:11:09.673 --> 00:11:12.417
So what happened or, hey, what's going on?

00:11:12.818 --> 00:11:13.899
When you were on What's Up,

00:11:14.460 --> 00:11:17.822
because this is where being a good human

00:11:17.883 --> 00:11:19.984
and being a good business owner cross.

00:11:20.344 --> 00:11:21.105
Being a good human is like,

00:11:21.205 --> 00:11:21.966
is everything okay?

00:11:22.005 --> 00:11:23.066
Because that person might come back to you

00:11:23.086 --> 00:11:24.346
and be like, my spouse is sick,

00:11:24.746 --> 00:11:26.788
or I'm sick, or my mom died.

00:11:27.208 --> 00:11:29.610
And that explains quite literally

00:11:30.071 --> 00:11:30.410
everything.

00:11:30.672 --> 00:11:31.711
Maybe they don't want to talk about it.

00:11:32.153 --> 00:11:33.374
Maybe they're like, I can power through.

00:11:33.413 --> 00:11:34.274
Maybe they're scared.

00:11:34.293 --> 00:11:35.054
This is my job.

00:11:35.414 --> 00:11:37.416
But the last part of their day...

00:11:38.317 --> 00:11:38.957
is falling off.

00:11:39.298 --> 00:11:39.878
You don't know.

00:11:40.399 --> 00:11:41.058
That's the lesson.

00:11:41.119 --> 00:11:41.658
You don't know.

00:11:41.759 --> 00:11:43.941
So step one, brilliant for Sturdy,

00:11:43.980 --> 00:11:44.902
brilliant for you doing this.

00:11:44.942 --> 00:11:45.822
It's like, what's going on?

00:11:46.042 --> 00:11:46.602
I see this.

00:11:46.923 --> 00:11:47.864
Am I seeing this right?

00:11:48.224 --> 00:11:49.384
Maybe it's a computer issue.

00:11:49.404 --> 00:11:50.666
They're hitting... I'm making this up.

00:11:50.885 --> 00:11:51.546
They're hitting submit.

00:11:51.566 --> 00:11:52.187
It's not going through.

00:11:52.206 --> 00:11:53.347
And you're like, oh, dude, my bad.

00:11:53.748 --> 00:11:54.849
I thought I was doing the thing.

00:11:54.889 --> 00:11:55.708
And you're like, got it.

00:11:55.908 --> 00:11:56.610
Problem solved.

00:11:56.870 --> 00:11:57.730
Now we're still cool.

00:11:57.990 --> 00:11:59.912
Because you're treading on emotional

00:12:00.692 --> 00:12:02.033
social capital at this point.

00:12:02.214 --> 00:12:03.355
Because they're like, is Dave a dick?

00:12:03.894 --> 00:12:04.534
And you're like, hey, man,

00:12:04.554 --> 00:12:06.135
I'm trying on a business that you're...

00:12:07.129 --> 00:12:08.030
getting paid out of.

00:12:08.071 --> 00:12:09.211
So if this ship goes down,

00:12:09.552 --> 00:12:10.852
you're getting wet too, my friend.

00:12:11.253 --> 00:12:12.293
So like that's step one.

00:12:13.033 --> 00:12:14.895
So you got like twenty five percent

00:12:14.936 --> 00:12:15.296
ownership.

00:12:15.336 --> 00:12:16.697
Like essentially it was like a brush off.

00:12:16.797 --> 00:12:18.458
Like they didn't want to talk about it

00:12:18.499 --> 00:12:20.440
or they were like, you spotted me.

00:12:20.820 --> 00:12:23.481
I was now I'm sort of my hands

00:12:23.501 --> 00:12:25.583
in the cookie jar, my hands, you know,

00:12:25.744 --> 00:12:26.445
not doing the notes.

00:12:27.105 --> 00:12:28.826
So then what was so step two is

00:12:28.846 --> 00:12:29.807
like, what do you need from me?

00:12:29.886 --> 00:12:31.368
Like, do you need to like, you know,

00:12:31.388 --> 00:12:32.489
like like logistics?

00:12:32.528 --> 00:12:32.649
Like,

00:12:32.668 --> 00:12:33.509
do you need to learn how to use

00:12:33.529 --> 00:12:34.270
the AI better?

00:12:34.291 --> 00:12:36.091
Because this is we're now in twenty twenty

00:12:36.131 --> 00:12:37.533
six and this should be four and a

00:12:37.552 --> 00:12:39.114
half minutes per session or something.

00:12:39.715 --> 00:12:39.914
Right.

00:12:40.154 --> 00:12:40.615
Exactly.

00:12:41.155 --> 00:12:41.576
Exactly.

00:12:43.937 --> 00:12:45.479
In terms of how they would answer what

00:12:45.538 --> 00:12:46.679
happened or what's going on.

00:12:47.363 --> 00:12:49.284
uh there was it was kind of like

00:12:49.304 --> 00:12:51.647
a little wishy-washy there wasn't like

00:12:51.726 --> 00:12:54.428
even oh i forgot or my bad or

00:12:54.448 --> 00:12:57.370
like it was just it wasn't like confronted

00:12:57.772 --> 00:13:00.013
directly but then on the second question

00:13:00.072 --> 00:13:02.254
of like what do you need from me

00:13:03.456 --> 00:13:05.057
is a is a great especially for this

00:13:05.097 --> 00:13:08.399
scenario it's a great question because you

00:13:08.539 --> 00:13:09.980
jimmy you and everyone else watching and

00:13:10.001 --> 00:13:12.964
listening like we know this no one is

00:13:13.004 --> 00:13:14.544
going to help you with your documentation

00:13:14.585 --> 00:13:15.225
why is that jimmy

00:13:16.168 --> 00:13:17.370
Because it's your job.

00:13:17.429 --> 00:13:18.770
Because it's your documentation.

00:13:19.051 --> 00:13:19.951
Now, if there's an issue,

00:13:19.971 --> 00:13:20.852
like how can I help?

00:13:20.893 --> 00:13:21.813
The thing doesn't, right.

00:13:21.854 --> 00:13:23.634
That's something someone else could help

00:13:23.674 --> 00:13:23.855
with.

00:13:23.936 --> 00:13:26.136
But like you jumping in the pilot seat

00:13:26.217 --> 00:13:27.197
and powering through,

00:13:27.619 --> 00:13:30.400
that's what the money's for.

00:13:30.421 --> 00:13:31.241
Right.

00:13:31.302 --> 00:13:32.682
So there was no,

00:13:32.783 --> 00:13:35.785
obviously there was no acceptance of my

00:13:35.826 --> 00:13:36.066
help.

00:13:36.778 --> 00:13:37.038
Well,

00:13:37.057 --> 00:13:38.960
there was no acceptance of the second

00:13:39.059 --> 00:13:40.902
answer of what do you need from me?

00:13:40.961 --> 00:13:43.783
Because they were smart enough to realize

00:13:43.823 --> 00:13:46.447
it's almost not that it's a trap question,

00:13:46.466 --> 00:13:46.947
but it's like,

00:13:47.488 --> 00:13:50.049
you know that I can't help you because

00:13:50.110 --> 00:13:51.051
you did the visits.

00:13:51.130 --> 00:13:52.152
You met the patients.

00:13:52.552 --> 00:13:53.092
You treated them.

00:13:53.332 --> 00:13:54.313
I don't know what's in your head.

00:13:54.634 --> 00:13:57.076
So I literally can't help you co-pilot

00:13:57.176 --> 00:13:58.037
your documentation.

00:13:58.236 --> 00:13:59.057
I can't help you write it.

00:14:00.178 --> 00:14:02.259
We talked about using ChatGPT without

00:14:02.299 --> 00:14:03.139
patients' names,

00:14:03.240 --> 00:14:06.261
and you can do a dictated brain dump

00:14:06.302 --> 00:14:07.722
of the visit and then say,

00:14:07.822 --> 00:14:09.744
write this up for me in a formal

00:14:09.864 --> 00:14:10.384
soap note,

00:14:10.684 --> 00:14:12.865
and ChatGPT does it in thirty seconds or

00:14:12.885 --> 00:14:14.046
whatever.

00:14:14.106 --> 00:14:15.908
So it's very, very easy.

00:14:15.947 --> 00:14:17.288
There is no excuse.

00:14:17.869 --> 00:14:21.090
Then you can copy and paste the ChatGPT

00:14:21.130 --> 00:14:23.471
soap note into the four sections of the

00:14:24.341 --> 00:14:27.003
s-o-a-p inside of the medical record very

00:14:27.062 --> 00:14:29.245
easy very simple did you even get to

00:14:29.284 --> 00:14:30.806
question three which is how do we have

00:14:30.826 --> 00:14:31.986
this like it it's not like how do

00:14:32.006 --> 00:14:33.668
we stop this from happening again you

00:14:33.687 --> 00:14:35.129
didn't even know if it was in from

00:14:35.230 --> 00:14:36.429
where you were looking it's just going to

00:14:36.450 --> 00:14:38.491
keep happening there was no acceptance of

00:14:38.532 --> 00:14:41.173
the problem like there was no acceptance

00:14:41.214 --> 00:14:42.894
there was no there was no firm

00:14:42.914 --> 00:14:46.618
accountability of this is what i'm going

00:14:46.638 --> 00:14:47.778
to do moving forward i'm going to make

00:14:47.798 --> 00:14:50.160
sure that everything every note is done

00:14:50.221 --> 00:14:50.400
within

00:14:54.798 --> 00:14:55.639
a lot of businesses,

00:14:55.700 --> 00:14:56.562
I don't know how it was when you

00:14:56.581 --> 00:14:57.283
were at Fox rehab,

00:14:57.302 --> 00:14:59.708
but this is what most businesses have.

00:14:59.729 --> 00:15:02.173
People have therapists and team members

00:15:02.234 --> 00:15:04.038
sign in terms of,

00:15:04.803 --> 00:15:06.384
Acknowledging your roles.

00:15:06.445 --> 00:15:06.605
No,

00:15:06.664 --> 00:15:08.085
just initially when you join a company,

00:15:08.125 --> 00:15:09.024
like here's your roles and

00:15:09.044 --> 00:15:10.706
responsibilities, right?

00:15:11.066 --> 00:15:12.726
That is step one in communications,

00:15:12.746 --> 00:15:13.167
which is like,

00:15:13.486 --> 00:15:14.866
make sure we're both on the same page.

00:15:14.886 --> 00:15:16.128
Because if you think I'm supposed to do

00:15:16.268 --> 00:15:17.008
one, two, three,

00:15:17.467 --> 00:15:18.688
and I think I'm supposed to do one,

00:15:18.729 --> 00:15:18.989
two,

00:15:19.308 --> 00:15:20.548
I'm not going to do three because it's

00:15:20.589 --> 00:15:21.210
not expected.

00:15:21.250 --> 00:15:23.230
But you're like, hey, man, like Fox.

00:15:23.409 --> 00:15:24.831
And this is the only organization I worked

00:15:24.850 --> 00:15:25.291
in long term.

00:15:25.571 --> 00:15:27.072
They had an entire department for quality

00:15:27.091 --> 00:15:27.412
assurance.

00:15:27.511 --> 00:15:29.231
Like they had these things you're talking

00:15:29.251 --> 00:15:29.432
about,

00:15:29.731 --> 00:15:32.273
like quadruple redundancy program because

00:15:32.293 --> 00:15:34.053
they were like, this is the product.

00:15:34.453 --> 00:15:37.034
So they had teams of people and procedures

00:15:37.075 --> 00:15:37.595
for these things,

00:15:37.654 --> 00:15:39.235
as I'm sure other organizations do as

00:15:39.275 --> 00:15:40.975
well.

00:15:41.057 --> 00:15:41.557
Yeah.

00:15:41.596 --> 00:15:44.518
So in terms of what do you need

00:15:44.538 --> 00:15:47.379
from me, it's a good question.

00:15:47.759 --> 00:15:48.458
But in this case,

00:15:48.499 --> 00:15:51.600
it's not like if there was a challenging

00:15:51.821 --> 00:15:52.860
patient or client that

00:15:53.535 --> 00:15:53.855
I don't know,

00:15:53.975 --> 00:15:57.298
said something offensive to a therapist,

00:15:57.597 --> 00:15:59.698
that's when the therapist does need me or

00:15:59.778 --> 00:16:01.620
someone on my team to kind of be

00:16:01.659 --> 00:16:03.421
there to help support them through it.

00:16:03.681 --> 00:16:05.461
Maybe we need to fire the patient or

00:16:05.481 --> 00:16:05.741
client.

00:16:05.761 --> 00:16:06.721
Like we've done that before.

00:16:07.423 --> 00:16:08.243
They're not professional.

00:16:08.263 --> 00:16:12.065
Maybe they have some mental health

00:16:12.085 --> 00:16:14.145
component where they're just not able to

00:16:14.186 --> 00:16:17.028
participate fully in our style of in-home

00:16:17.048 --> 00:16:18.048
physical therapy, whatever it is.

00:16:18.548 --> 00:16:20.969
So in those situations,

00:16:21.389 --> 00:16:21.950
we're there for you.

00:16:22.811 --> 00:16:24.451
This is a topic with individual

00:16:24.471 --> 00:16:25.131
documentation.

00:16:25.711 --> 00:16:28.413
Hey, what do you need for me?

00:16:29.232 --> 00:16:31.013
I went through the three-question process

00:16:31.052 --> 00:16:32.874
on purpose because it's just good for me

00:16:32.894 --> 00:16:33.854
to do reps on it.

00:16:34.333 --> 00:16:36.274
But there's no owner that...

00:16:36.394 --> 00:16:40.635
We have the easiest EMR basically on the

00:16:40.716 --> 00:16:41.817
market for so-called...

00:16:41.836 --> 00:16:42.976
You have all your visits being recorded.

00:16:44.224 --> 00:16:46.826
You, you have all your, well, that this,

00:16:46.966 --> 00:16:47.066
the,

00:16:47.145 --> 00:16:48.986
the business being recorded was only since

00:16:49.126 --> 00:16:50.628
January or like mid January.

00:16:50.648 --> 00:16:51.928
So that's new.

00:16:51.948 --> 00:16:52.489
What I mean is like,

00:16:52.528 --> 00:16:54.169
do you have an audio version of it

00:16:54.190 --> 00:16:55.370
to like make it to help you get

00:16:55.390 --> 00:16:56.071
your notes done?

00:16:56.091 --> 00:16:57.711
Like you are quite literally handing them

00:16:57.812 --> 00:16:58.493
all the tools.

00:16:59.013 --> 00:16:59.854
You're not handing them axes,

00:16:59.874 --> 00:17:01.134
you're handing them chainsaws.

00:17:01.495 --> 00:17:01.794
And you're like,

00:17:02.355 --> 00:17:03.535
I want you to get your job done.

00:17:03.716 --> 00:17:04.537
I want you to feel,

00:17:05.096 --> 00:17:06.817
I want you to not be bogged down

00:17:06.837 --> 00:17:07.157
by this.

00:17:07.198 --> 00:17:09.599
So you can be you with a great

00:17:09.740 --> 00:17:10.359
personality.

00:17:10.400 --> 00:17:11.520
Cause that's the service.

00:17:13.301 --> 00:17:14.483
And they were still not okay.

00:17:14.663 --> 00:17:15.325
It was still not okay.

00:17:15.605 --> 00:17:16.906
Were they just mentally checked out and

00:17:16.926 --> 00:17:20.192
this was them quiet quitting?

00:17:20.211 --> 00:17:23.056
The thing that it could be,

00:17:23.155 --> 00:17:24.577
the thing that doesn't make sense is

00:17:26.577 --> 00:17:27.858
throughout this was throughout twenty

00:17:27.878 --> 00:17:28.619
twenty five, by the way,

00:17:28.660 --> 00:17:31.583
this was like mid this was like this

00:17:31.623 --> 00:17:33.285
was this was this was like summer of

00:17:33.325 --> 00:17:33.944
twenty twenty five.

00:17:33.986 --> 00:17:36.268
So this is way this is way overdue

00:17:37.808 --> 00:17:39.270
during summer twenty twenty five there.

00:17:39.790 --> 00:17:41.212
And I did I think I did an

00:17:41.393 --> 00:17:42.954
episode just on my own on my show

00:17:43.075 --> 00:17:47.499
about showing like a screen share of a

00:17:47.578 --> 00:17:49.060
spreadsheet that I used

00:17:50.375 --> 00:17:51.215
with the staff therapist.

00:17:51.296 --> 00:17:52.856
I, Oh, I did the episode with Dr.

00:17:52.876 --> 00:17:54.237
Ben Boggy on the Dave Kittle show.

00:17:54.798 --> 00:17:56.498
And I had a spreadsheet and it was

00:17:56.538 --> 00:17:57.438
just like on the left,

00:17:57.558 --> 00:17:59.159
on the left column, it was the,

00:17:59.219 --> 00:18:00.920
let me go this way on the left

00:18:00.960 --> 00:18:01.180
column.

00:18:01.200 --> 00:18:02.759
It was the patient's names,

00:18:03.340 --> 00:18:04.520
which obviously when I did the episode

00:18:04.540 --> 00:18:05.901
with Ben Boggy, those were redacted,

00:18:06.161 --> 00:18:07.162
but it was the patient's names.

00:18:07.582 --> 00:18:08.521
And then on the right column,

00:18:08.561 --> 00:18:10.643
it was how many visits that they had

00:18:10.682 --> 00:18:10.903
done.

00:18:10.962 --> 00:18:11.143
Right.

00:18:11.182 --> 00:18:13.144
So if it was like eight visits or

00:18:13.644 --> 00:18:15.265
or four or whatever.

00:18:16.664 --> 00:18:17.885
And in the beginning of twenty twenty

00:18:17.925 --> 00:18:19.165
five, this therapist was like,

00:18:20.090 --> 00:18:20.810
all green.

00:18:20.871 --> 00:18:23.372
Like it was like eight, ten, fifteen,

00:18:23.432 --> 00:18:26.333
like twenty, like full plans of care.

00:18:26.373 --> 00:18:27.893
People were achieving the results and the

00:18:27.913 --> 00:18:30.493
outcomes that they wanted to initially.

00:18:31.034 --> 00:18:32.433
And then throughout like either late

00:18:32.453 --> 00:18:33.934
spring or into the summer of twenty twenty

00:18:33.954 --> 00:18:36.836
five, it was like one visit, three visit,

00:18:36.875 --> 00:18:38.415
two visits, one visit, four visits,

00:18:38.455 --> 00:18:39.875
six visits, one visit, two visits.

00:18:40.056 --> 00:18:41.277
It was like they're batting.

00:18:41.936 --> 00:18:43.017
People were dropping off.

00:18:43.057 --> 00:18:44.617
So then on the spreadsheet it was like

00:18:45.097 --> 00:18:45.438
red.

00:18:46.670 --> 00:18:47.789
And then it was like, you know,

00:18:47.971 --> 00:18:48.451
it's awesome.

00:18:48.570 --> 00:18:49.290
Like amazing.

00:18:49.730 --> 00:18:50.652
And then two visits.

00:18:50.811 --> 00:18:51.071
It was just,

00:18:51.352 --> 00:18:52.291
so it was like a lot of red.

00:18:52.332 --> 00:18:53.353
It wasn't a hundred percent red,

00:18:53.373 --> 00:18:54.373
but it was a lot of red in

00:18:54.413 --> 00:18:57.394
terms of people not completing their plans

00:18:57.433 --> 00:18:57.733
of care.

00:18:59.134 --> 00:19:01.175
At that point, the therapist was,

00:19:01.736 --> 00:19:03.696
and this is very easy for many practice

00:19:03.737 --> 00:19:04.977
owners to fall into the trap.

00:19:05.057 --> 00:19:06.077
The therapist was saying,

00:19:07.438 --> 00:19:08.597
I need more new patients.

00:19:09.278 --> 00:19:09.679
Right.

00:19:09.719 --> 00:19:10.358
So let's give it more.

00:19:10.398 --> 00:19:11.420
And I'm looking at it and I'm looking

00:19:11.440 --> 00:19:11.980
at the spreadsheet.

00:19:12.019 --> 00:19:12.339
I'm like,

00:19:13.413 --> 00:19:14.473
This is a leaky bucket.

00:19:14.753 --> 00:19:16.275
You are the leaky bucket.

00:19:16.755 --> 00:19:19.795
So if I put more new patients into

00:19:19.815 --> 00:19:21.494
the leaky bucket, what happens?

00:19:22.776 --> 00:19:23.996
Based off of the percentages of the

00:19:24.016 --> 00:19:25.036
spreadsheet that I'm looking at.

00:19:26.415 --> 00:19:27.476
More misses.

00:19:28.057 --> 00:19:28.297
Right.

00:19:29.457 --> 00:19:31.517
So there were documentation issues

00:19:31.557 --> 00:19:34.557
happening around this time when they had a

00:19:34.597 --> 00:19:36.417
little bit more gaps in their schedule

00:19:37.357 --> 00:19:38.657
because patients were dropping off.

00:19:39.198 --> 00:19:40.318
That's the crazy thing,

00:19:40.338 --> 00:19:42.538
which is they had extra time.

00:19:43.352 --> 00:19:44.761
to do the documentation then.

00:19:46.218 --> 00:19:48.638
So there is literally no explanation.

00:19:49.019 --> 00:19:50.999
We'll go full baseball because you're a

00:19:51.019 --> 00:19:51.578
baseball guy.

00:19:51.598 --> 00:19:53.220
This is somebody who had a great average

00:19:53.740 --> 00:19:54.740
and was getting on base,

00:19:55.059 --> 00:19:56.701
and then all of a sudden something

00:19:56.740 --> 00:19:58.681
happened, and we don't know what.

00:19:58.780 --> 00:19:59.602
It could be personal.

00:20:00.821 --> 00:20:02.082
Yeah, we don't know.

00:20:02.102 --> 00:20:03.202
It could just be whatever.

00:20:03.843 --> 00:20:05.022
And then their average dipped,

00:20:05.163 --> 00:20:06.063
and then their answer was,

00:20:06.083 --> 00:20:07.064
I need more bats.

00:20:07.223 --> 00:20:08.144
And you're like, yes,

00:20:08.263 --> 00:20:09.284
but I need to know what's going on.

00:20:09.304 --> 00:20:10.285
I need you in the cage,

00:20:10.424 --> 00:20:11.285
or I need you to talk to me

00:20:11.305 --> 00:20:12.345
in the dugout first.

00:20:12.704 --> 00:20:13.945
I need to know why you're not hitting.

00:20:14.286 --> 00:20:15.046
Are you injured?

00:20:16.946 --> 00:20:17.826
Is that what it is?

00:20:17.886 --> 00:20:18.166
It's like,

00:20:18.186 --> 00:20:19.146
I want to be on this team.

00:20:19.748 --> 00:20:21.387
If there's a bad hitch in the swing,

00:20:22.548 --> 00:20:23.888
you're rolling over.

00:20:24.690 --> 00:20:26.470
You're hitting little ground balls in the

00:20:26.490 --> 00:20:26.930
third baseman.

00:20:26.950 --> 00:20:27.611
You're rolling over,

00:20:28.010 --> 00:20:29.191
and everything that you hit is a ground

00:20:29.211 --> 00:20:29.431
ball.

00:20:29.451 --> 00:20:31.432
You're out.

00:20:31.471 --> 00:20:32.032
That's like saying,

00:20:32.492 --> 00:20:34.452
I need to go into the cage and

00:20:34.512 --> 00:20:35.534
keep swinging this way.

00:20:36.815 --> 00:20:38.135
like without making corrections about

00:20:38.155 --> 00:20:38.737
making changes.

00:20:38.876 --> 00:20:39.998
I just want to go into the cage.

00:20:40.718 --> 00:20:41.898
I need more reps in the cage and

00:20:41.919 --> 00:20:42.920
I'm going to just keep rolling over,

00:20:43.019 --> 00:20:44.280
rolling over, hitting little,

00:20:44.480 --> 00:20:45.961
little dinky ground balls.

00:20:46.643 --> 00:20:47.502
You don't need more reps doing it the

00:20:47.522 --> 00:20:47.844
wrong way.

00:20:48.243 --> 00:20:49.565
That's not what we need.

00:20:49.644 --> 00:20:50.365
Tell me what's wrong.

00:20:50.385 --> 00:20:50.865
Do you need more?

00:20:50.925 --> 00:20:52.247
Do you need, we have a hitting coach.

00:20:52.307 --> 00:20:52.906
Are you using them?

00:20:53.167 --> 00:20:53.407
No.

00:20:53.887 --> 00:20:54.269
Oh, okay.

00:20:54.848 --> 00:20:56.390
So you just need more at bats.

00:20:56.569 --> 00:20:57.830
No, those are my at bats.

00:20:57.851 --> 00:20:58.471
You earn those.

00:20:58.971 --> 00:20:59.752
You earn at bats.

00:21:01.493 --> 00:21:03.435
Huh?

00:21:03.955 --> 00:21:04.276
All right.

00:21:04.355 --> 00:21:04.997
And then for now, all right.

00:21:05.076 --> 00:21:06.317
Well, you know, so then what happened?

00:21:07.085 --> 00:21:07.404
Exactly.

00:21:07.424 --> 00:21:07.525
Okay.

00:21:07.605 --> 00:21:11.465
So now, uh,

00:21:11.486 --> 00:21:14.086
there was some other things where I took

00:21:14.527 --> 00:21:17.468
an existing patient from that therapist

00:21:17.887 --> 00:21:19.288
calendar census, whatever,

00:21:20.209 --> 00:21:21.788
because the previous five or six weeks,

00:21:21.808 --> 00:21:23.029
the, when I,

00:21:23.049 --> 00:21:24.710
when I covered this patient in December

00:21:25.170 --> 00:21:26.691
for him, he was away.

00:21:27.050 --> 00:21:28.590
I covered this patient and I treated the

00:21:28.631 --> 00:21:29.270
patient Monday, Wednesday,

00:21:29.310 --> 00:21:30.991
Friday for three weeks in December.

00:21:32.596 --> 00:21:35.078
This therapist comes back right around

00:21:35.118 --> 00:21:36.800
Christmas when we left town.

00:21:36.820 --> 00:21:37.721
So then they come back.

00:21:38.241 --> 00:21:41.424
And so between the time of December twenty

00:21:41.664 --> 00:21:43.165
four, December twenty fifth.

00:21:44.346 --> 00:21:46.788
Until when I took this patient away from

00:21:46.828 --> 00:21:46.989
him,

00:21:47.068 --> 00:21:49.310
it was about five weeks and there were

00:21:50.031 --> 00:21:52.094
no weeks where he treated this patient

00:21:52.134 --> 00:21:52.753
three times a week.

00:21:52.993 --> 00:21:55.076
Now that the patient wanted this amount of

00:21:55.115 --> 00:21:56.517
time three times a week,

00:21:56.678 --> 00:21:57.538
they clinically need it.

00:21:57.898 --> 00:21:59.400
The family is OK paying for it.

00:22:00.212 --> 00:22:01.713
the home health aid welcomes it.

00:22:01.733 --> 00:22:03.154
There, there was no resistance.

00:22:03.714 --> 00:22:05.855
Like this person needed it, wanted it.

00:22:06.057 --> 00:22:07.657
They're paying out of pocket for it.

00:22:08.897 --> 00:22:12.641
And he's not doing what I was just

00:22:12.681 --> 00:22:14.741
covering and what the plan was initially.

00:22:14.781 --> 00:22:14.942
Right.

00:22:14.961 --> 00:22:15.902
So the, the, what's the,

00:22:15.942 --> 00:22:17.363
what's the plan from the evaluation or the

00:22:17.383 --> 00:22:18.203
recent progress notice?

00:22:18.544 --> 00:22:20.285
This person needs, you know, this,

00:22:20.525 --> 00:22:21.965
this type of, this level of treatment,

00:22:21.986 --> 00:22:23.446
this level of accountability and help.

00:22:23.467 --> 00:22:24.047
They're welcoming it.

00:22:24.067 --> 00:22:24.948
They're not resistant at all.

00:22:24.988 --> 00:22:27.348
There is literally no reason why.

00:22:28.529 --> 00:22:29.891
And, uh,

00:22:30.551 --> 00:22:31.632
So we're looking and I go,

00:22:31.852 --> 00:22:33.813
so a lot of these weeks you saw

00:22:33.833 --> 00:22:35.173
this patient like once or twice.

00:22:35.252 --> 00:22:36.233
And I said, even last week.

00:22:36.253 --> 00:22:36.594
So this was,

00:22:36.614 --> 00:22:38.713
I was like last week it was, uh,

00:22:38.733 --> 00:22:42.454
the time it was, uh, January,

00:22:43.655 --> 00:22:44.516
it was February.

00:22:44.655 --> 00:22:45.596
No, it was January.

00:22:45.615 --> 00:22:46.936
So January, I think was a Wednesday.

00:22:47.116 --> 00:22:48.156
And I'm like, what about last week?

00:22:48.176 --> 00:22:49.717
You only saw this patient one time on

00:22:49.777 --> 00:22:50.178
Wednesday.

00:22:50.198 --> 00:22:51.498
Like what happened on Monday and Friday?

00:22:54.308 --> 00:22:56.269
he was working a part-time job somewhere

00:22:56.329 --> 00:22:56.509
else.

00:22:56.569 --> 00:22:58.371
And he said, I can't even believe,

00:22:58.431 --> 00:22:59.352
I know I can't even,

00:22:59.432 --> 00:23:01.113
I can't even believe that he admitted this

00:23:01.212 --> 00:23:01.452
Jimmy.

00:23:01.492 --> 00:23:04.173
He goes, he goes, I, he goes, I,

00:23:04.555 --> 00:23:07.175
I was, I was covering, I was covering,

00:23:07.516 --> 00:23:07.756
I was,

00:23:07.816 --> 00:23:09.017
I was working at my other job and

00:23:09.057 --> 00:23:11.778
I was covering other physical therapists

00:23:11.798 --> 00:23:12.138
there.

00:23:12.719 --> 00:23:14.000
And I'm like, but yeah.

00:23:14.019 --> 00:23:16.560
And I'm like, so I take this patient,

00:23:17.711 --> 00:23:19.212
The new therapist actually lives two

00:23:19.232 --> 00:23:20.173
blocks away from this patient.

00:23:20.493 --> 00:23:22.154
He lives fifty three minutes away from

00:23:22.174 --> 00:23:23.476
this patient via the subway.

00:23:23.796 --> 00:23:25.196
So I go, OK, this new patient,

00:23:25.257 --> 00:23:27.077
I'm now moving this client of ours that's

00:23:27.137 --> 00:23:27.719
existing that.

00:23:29.640 --> 00:23:32.201
They're moving over to this other new

00:23:32.241 --> 00:23:34.202
physical therapist calendar effective

00:23:34.982 --> 00:23:36.304
today, tomorrow, whatever,

00:23:36.344 --> 00:23:37.404
like effective immediately,

00:23:38.204 --> 00:23:38.965
he's going to take them over.

00:23:43.857 --> 00:23:44.759
What was this meme?

00:23:45.159 --> 00:23:46.059
What was this from?

00:23:46.280 --> 00:23:46.560
SNL?

00:23:46.941 --> 00:23:48.162
This is from Parks and Rec.

00:23:48.563 --> 00:23:49.063
Oh, Parks.

00:23:49.143 --> 00:23:50.424
Parks and Rec is underrated.

00:23:50.684 --> 00:23:51.405
This is jail.

00:23:52.125 --> 00:23:53.067
Immediately to jail.

00:23:53.267 --> 00:23:53.988
Also jail.

00:23:54.509 --> 00:23:54.788
Jail.

00:23:55.048 --> 00:23:55.509
Go to jail.

00:23:55.710 --> 00:23:56.190
You go to jail.

00:23:56.431 --> 00:23:57.531
No, you're off.

00:23:58.011 --> 00:23:59.373
This is where you get... This is where,

00:23:59.413 --> 00:24:00.513
if you were a baseball coach,

00:24:00.614 --> 00:24:03.035
if you only had nine players and you're

00:24:03.056 --> 00:24:03.175
like,

00:24:03.215 --> 00:24:04.375
but I need to keep the guy on,

00:24:04.415 --> 00:24:05.896
you start batting with eight people and

00:24:05.916 --> 00:24:07.357
you take an out in three innings.

00:24:07.638 --> 00:24:07.959
Sorry.

00:24:07.999 --> 00:24:08.719
You put...

00:24:09.140 --> 00:24:11.340
This is when you put two outfielders in

00:24:11.361 --> 00:24:12.741
left center and right center and you play

00:24:12.842 --> 00:24:13.623
two outfielders.

00:24:13.682 --> 00:24:14.943
You make the second baseman play a little

00:24:14.963 --> 00:24:15.163
child.

00:24:15.644 --> 00:24:16.644
So this is...

00:24:18.595 --> 00:24:19.875
This is sending a signal to everybody

00:24:19.894 --> 00:24:20.895
who's on your team.

00:24:21.036 --> 00:24:22.635
Although, I mean, it still is.

00:24:23.237 --> 00:24:23.396
I mean,

00:24:23.436 --> 00:24:24.176
I don't know if the rest of your

00:24:24.196 --> 00:24:26.156
team can see this because you are like

00:24:26.298 --> 00:24:29.618
concierge and you're not huddling every

00:24:29.638 --> 00:24:29.979
day, right?

00:24:29.999 --> 00:24:30.318
These people,

00:24:30.618 --> 00:24:31.818
the rest of the team might not know

00:24:31.858 --> 00:24:34.160
this.

00:24:34.220 --> 00:24:34.480
Right?

00:24:35.339 --> 00:24:36.260
Some of them know it.

00:24:37.020 --> 00:24:37.441
Gotta go.

00:24:38.280 --> 00:24:38.981
I mean, you did,

00:24:39.321 --> 00:24:40.442
and it's easy for me to say because

00:24:40.481 --> 00:24:41.122
it's like, whatever.

00:24:41.182 --> 00:24:42.282
But like, man.

00:24:43.363 --> 00:24:43.663
Jail.

00:24:44.482 --> 00:24:45.284
Immediately to jail.

00:24:45.443 --> 00:24:45.884
Right to jail.

00:24:48.337 --> 00:24:48.759
Now, of course,

00:24:51.439 --> 00:24:54.880
California is one of the most restrictive,

00:24:54.940 --> 00:24:57.040
protective states for employees.

00:24:57.080 --> 00:24:58.401
And New York is, I don't know,

00:24:58.461 --> 00:24:59.321
probably right after that,

00:24:59.402 --> 00:25:01.422
maybe in the top five or so.

00:25:02.303 --> 00:25:03.323
So he was a W-II,

00:25:04.522 --> 00:25:06.463
although was then going from...

00:25:06.604 --> 00:25:06.923
Still a W-II,

00:25:06.943 --> 00:25:08.503
but was working full-time with us.

00:25:08.523 --> 00:25:10.045
Then was part-time because I'm like, oh,

00:25:10.105 --> 00:25:11.704
yeah, you're working for this other place.

00:25:12.205 --> 00:25:12.605
Why?

00:25:12.945 --> 00:25:13.465
Because...

00:25:15.050 --> 00:25:17.332
they had extra time in their schedule.

00:25:17.511 --> 00:25:18.531
They, so they were W two,

00:25:18.551 --> 00:25:19.932
but they were paid like per visit,

00:25:19.992 --> 00:25:20.633
if that makes sense.

00:25:20.653 --> 00:25:22.933
So when they were the leaky bucket and

00:25:22.953 --> 00:25:24.453
they were having drop offs, now they had,

00:25:25.134 --> 00:25:26.494
they have open spots on their calendar.

00:25:26.894 --> 00:25:28.275
So now they're making less money.

00:25:28.295 --> 00:25:28.954
No.

00:25:29.076 --> 00:25:31.375
And then they sought more work elsewhere.

00:25:31.415 --> 00:25:32.356
That was like a little bit of a

00:25:32.416 --> 00:25:35.057
steady hourly or part-time salary,

00:25:35.076 --> 00:25:37.097
whatever compensation at some other place.

00:25:37.778 --> 00:25:38.898
No, you're here.

00:25:38.919 --> 00:25:40.558
Now you want to go be shitty at

00:25:40.578 --> 00:25:41.219
someone else's job.

00:25:41.259 --> 00:25:41.459
Good.

00:25:41.499 --> 00:25:42.920
Go be shitty full time there.

00:25:43.757 --> 00:25:44.478
Right, right.

00:25:44.917 --> 00:25:47.819
So now I have, you know,

00:25:47.839 --> 00:25:50.701
fast forward now to like January into

00:25:50.741 --> 00:25:51.182
February.

00:25:51.781 --> 00:25:53.042
So now I have leverage, right?

00:25:53.063 --> 00:25:53.983
So I have the full-time physical

00:25:54.003 --> 00:25:54.403
therapist.

00:25:54.443 --> 00:25:56.645
He's, you know,

00:25:57.165 --> 00:25:58.866
has a complete full schedule.

00:25:59.227 --> 00:26:02.048
I also had a new physical therapist moving

00:26:02.088 --> 00:26:02.388
forward.

00:26:02.750 --> 00:26:03.210
Him,

00:26:03.230 --> 00:26:05.991
the newer one and moving forward are

00:26:06.031 --> 00:26:08.212
basically like contractually obligated.

00:26:08.232 --> 00:26:09.354
Like the ones that have like the base

00:26:09.374 --> 00:26:12.036
salary plus the upside performance pay,

00:26:12.576 --> 00:26:13.376
they sign a,

00:26:15.359 --> 00:26:18.820
non moonlighting agreement or contract

00:26:18.861 --> 00:26:21.082
meaning there's a bait there's a base

00:26:21.102 --> 00:26:23.222
salary for you plus the upside of

00:26:23.262 --> 00:26:27.003
performance pay and so therefore you can't

00:26:27.023 --> 00:26:29.483
do luna or you can't do any side

00:26:29.525 --> 00:26:31.005
gigs you can't go work part-time or you

00:26:31.025 --> 00:26:32.565
can't work somewhere else you can't have

00:26:33.286 --> 00:26:34.905
sometimes patients like hey can i just pay

00:26:34.925 --> 00:26:36.406
you directly like because this is kind of

00:26:36.666 --> 00:26:38.606
expensive can i just pay you directly like

00:26:38.646 --> 00:26:39.627
right that's another thing with the

00:26:39.667 --> 00:26:40.508
recording right so

00:26:41.773 --> 00:26:43.795
So they know that they're not able to

00:26:43.815 --> 00:26:44.654
do that moving forward.

00:26:45.096 --> 00:26:46.155
The therapist that we're talking about

00:26:46.195 --> 00:26:46.836
that had the issues,

00:26:47.297 --> 00:26:48.416
I did not have that in place.

00:26:48.457 --> 00:26:50.198
So, you know, it's a learning point.

00:26:51.498 --> 00:26:53.219
But anyway, we're learning as we go.

00:26:53.679 --> 00:26:54.880
So this person is gone.

00:26:54.920 --> 00:26:57.421
This person has been separated.

00:26:57.461 --> 00:26:57.621
Yeah,

00:26:57.721 --> 00:27:01.903
so I think it was like February eleventh

00:27:01.942 --> 00:27:04.903
or so was the resignation.

00:27:05.064 --> 00:27:06.785
I emailed back immediately.

00:27:08.144 --> 00:27:09.786
I accept your resignation because

00:27:11.450 --> 00:27:12.653
it just for, for business owners,

00:27:12.692 --> 00:27:15.659
especially W two, I, of course,

00:27:15.819 --> 00:27:16.340
like if they,

00:27:16.401 --> 00:27:19.327
if they are justified in being terminated,

00:27:19.667 --> 00:27:20.631
then we should terminate them.

00:27:21.585 --> 00:27:24.406
But it's so much easier for someone to

00:27:24.446 --> 00:27:27.028
not have it be in court or lawyers

00:27:27.048 --> 00:27:27.469
or whatever.

00:27:28.190 --> 00:27:29.971
It's so much easier to have the W-II

00:27:30.471 --> 00:27:32.092
resign on their own terms instead of us

00:27:32.172 --> 00:27:33.113
terminate them.

00:27:33.133 --> 00:27:34.673
So here's the thing.

00:27:34.733 --> 00:27:36.315
So I had all the paper trail of

00:27:36.355 --> 00:27:38.676
the documentation of the email saying,

00:27:38.717 --> 00:27:39.717
hey, this person's late.

00:27:39.737 --> 00:27:41.577
You saw this person ten, fifteen times.

00:27:41.617 --> 00:27:42.618
There's two notes done.

00:27:43.118 --> 00:27:43.660
What's going on?

00:27:43.900 --> 00:27:44.339
What happened?

00:27:44.359 --> 00:27:44.660
Whatever.

00:27:45.381 --> 00:27:47.501
So the next step via my HR person,

00:27:47.942 --> 00:27:49.864
the next step in that was get them

00:27:49.903 --> 00:27:51.144
to sign this corrective action plan.

00:27:51.965 --> 00:27:54.328
And now the plan is we're going to

00:27:54.529 --> 00:27:55.832
review this every two to four weeks or

00:27:55.852 --> 00:27:56.172
whatever,

00:27:56.192 --> 00:27:56.893
and we're going to look at your

00:27:56.913 --> 00:27:57.554
documentation.

00:27:57.914 --> 00:27:58.955
And if you don't do this in a

00:27:59.016 --> 00:27:59.817
certain timeline,

00:28:00.699 --> 00:28:02.080
I forget whatever the future...

00:28:03.077 --> 00:28:04.259
timeline would have been like the next

00:28:04.318 --> 00:28:05.880
month or whatever the next month or two

00:28:06.319 --> 00:28:08.080
can't be more than thirty sixty ninety

00:28:08.101 --> 00:28:10.102
days and if the documentation is not

00:28:10.561 --> 00:28:12.303
timely at that point then i would

00:28:12.603 --> 00:28:14.604
absolutely i would have way i would have

00:28:14.743 --> 00:28:16.224
all the all the calls in the world

00:28:16.744 --> 00:28:20.547
to terminate them they know that they they

00:28:20.567 --> 00:28:23.368
understood why i was having them sign the

00:28:23.388 --> 00:28:25.210
game they understood why i was having them

00:28:25.289 --> 00:28:27.830
sign the corrective action plan and so

00:28:29.531 --> 00:28:30.853
they didn't sign it they they

00:28:31.582 --> 00:28:33.222
would you i i know that i i

00:28:33.242 --> 00:28:34.864
have certain words around this but how

00:28:34.884 --> 00:28:36.743
would you describe that like someone who

00:28:37.224 --> 00:28:39.665
knew knew what's going on yeah and they

00:28:39.885 --> 00:28:41.026
they didn't want to sign it how would

00:28:41.046 --> 00:28:43.186
you how would you frame that or describe

00:28:43.207 --> 00:28:44.887
that cop it out like i don't know

00:28:44.928 --> 00:28:46.368
you know what's coming and you're like hey

00:28:46.429 --> 00:28:48.069
well i'm i'm just gonna i'm gonna be

00:28:48.109 --> 00:28:49.690
a three-year-old and lay an aisle i'm just

00:28:49.710 --> 00:28:51.151
gonna lay down on the floor and you're

00:28:51.171 --> 00:28:52.251
gonna have to drag me i'm not gonna

00:28:52.291 --> 00:28:54.692
walk i'll buy an extra week i don't

00:28:54.712 --> 00:28:56.053
know i'll get paid an extra week ben

00:28:56.333 --> 00:28:57.034
ben is always

00:28:58.123 --> 00:28:58.884
Has nothing to say,

00:28:58.943 --> 00:28:59.924
he told me when I asked him if

00:28:59.944 --> 00:29:01.286
he wanted to be a guest co-host.

00:29:01.306 --> 00:29:03.788
And then he drops novels like this.

00:29:03.828 --> 00:29:05.711
Ben says, it's bigger than patience.

00:29:05.730 --> 00:29:08.032
This is business one-on-one for businesses

00:29:08.053 --> 00:29:12.897
that rely on LTV and multi-year value.

00:29:12.938 --> 00:29:13.459
Lifetime value.

00:29:14.038 --> 00:29:15.680
It's better off to focus on customer

00:29:15.720 --> 00:29:18.961
success and account management, farming,

00:29:19.182 --> 00:29:20.502
getting patients the right way,

00:29:20.644 --> 00:29:21.223
word of mouth,

00:29:21.564 --> 00:29:23.726
than it is to consistently spend time and

00:29:23.746 --> 00:29:25.946
energy and cost to bring in new contracts

00:29:26.287 --> 00:29:27.948
and let current contracts not reach max

00:29:28.648 --> 00:29:30.029
potential or worse churn.

00:29:30.690 --> 00:29:30.930
Yes.

00:29:31.730 --> 00:29:32.431
All of those things.

00:29:32.791 --> 00:29:33.071
Yes.

00:29:34.153 --> 00:29:34.792
Correct.

00:29:34.972 --> 00:29:35.153
Yeah.

00:29:35.212 --> 00:29:35.894
Correct.

00:29:37.236 --> 00:29:38.896
I mean, we could guess,

00:29:38.957 --> 00:29:40.218
but if you don't want to be on

00:29:40.258 --> 00:29:41.979
the team, I don't want you here.

00:29:41.999 --> 00:29:42.519
That's good.

00:29:42.858 --> 00:29:44.019
I agree with you.

00:29:44.079 --> 00:29:44.861
I'm not fighting you.

00:29:44.961 --> 00:29:46.340
I can't motivate you to want to do

00:29:46.361 --> 00:29:46.582
this.

00:29:46.682 --> 00:29:47.922
You either like doing this or you don't.

00:29:47.961 --> 00:29:48.323
That's on you.

00:29:48.343 --> 00:29:49.222
Yeah.

00:29:50.263 --> 00:29:50.483
I mean,

00:29:50.943 --> 00:29:54.246
I can't remember exactly what my business

00:29:54.266 --> 00:29:55.567
coach Sturdy McKee had said,

00:29:55.606 --> 00:29:57.667
but it's kind of like there's just some

00:29:57.728 --> 00:29:59.209
folks out there that

00:29:59.997 --> 00:30:01.798
what's the saying i always say it in

00:30:01.857 --> 00:30:02.679
i think a lot of people say it

00:30:02.699 --> 00:30:04.220
improperly the saying about like you want

00:30:04.240 --> 00:30:05.320
to have your cake and eat it too

00:30:05.401 --> 00:30:06.862
what's the there's like a certain way to

00:30:06.902 --> 00:30:08.021
say it i don't know if that's the

00:30:08.041 --> 00:30:14.987
saying yes so it's like some some people

00:30:15.146 --> 00:30:17.769
want you to which i would always say

00:30:17.888 --> 00:30:19.529
why do i have cake then but keep

00:30:19.569 --> 00:30:22.092
going yeah what's the saying

00:30:22.414 --> 00:30:24.257
The saying is you can't have your cake

00:30:24.497 --> 00:30:25.176
and eat it too.

00:30:25.257 --> 00:30:27.259
An idiom meaning you can't simultaneously

00:30:27.338 --> 00:30:29.901
possess and consume at the same time.

00:30:29.980 --> 00:30:32.282
It signifies that one cannot enjoy two

00:30:32.503 --> 00:30:34.965
incompatible desirable outcomes at once.

00:30:35.125 --> 00:30:35.987
You must make a choice.

00:30:36.626 --> 00:30:37.448
Once the cake is eaten,

00:30:37.607 --> 00:30:39.249
it is gone and you cannot keep it.

00:30:39.589 --> 00:30:41.371
I understand that idiom less now than I

00:30:41.391 --> 00:30:42.352
did four seconds ago.

00:30:45.397 --> 00:30:46.578
sorry for making you look it up i

00:30:46.598 --> 00:30:47.901
have to don't give me cake if i

00:30:47.921 --> 00:30:50.762
can't eat i want to look at it

00:30:50.903 --> 00:30:52.023
so the easy way to describe it is

00:30:52.044 --> 00:30:54.865
like for this physical therapist they they

00:30:54.965 --> 00:31:01.612
wanted to get paid a premium and get

00:31:01.652 --> 00:31:03.593
visits dropped into their into their lap

00:31:03.613 --> 00:31:05.015
which is the bit like this is the

00:31:05.055 --> 00:31:06.935
that's what they sign up for to like

00:31:06.955 --> 00:31:08.096
we do the marketing and we do the

00:31:08.156 --> 00:31:08.978
onboarding and all that

00:31:10.163 --> 00:31:13.105
But then they didn't want to do everything

00:31:13.125 --> 00:31:13.747
that's required.

00:31:13.967 --> 00:31:14.988
They didn't want to do the notes.

00:31:15.048 --> 00:31:16.328
They just didn't want to do the notes.

00:31:16.509 --> 00:31:17.690
Say the minimum.

00:31:17.730 --> 00:31:19.652
Doing notes, no offense, is the minimum.

00:31:19.711 --> 00:31:20.232
John is saying,

00:31:20.272 --> 00:31:21.773
I would definitely need a fat stack of

00:31:21.815 --> 00:31:22.434
cheese.

00:31:22.515 --> 00:31:23.736
I love how he's just dropping idioms.

00:31:23.756 --> 00:31:24.636
I like where his idiom day.

00:31:24.917 --> 00:31:27.240
To sign some exclusivity contract of

00:31:27.259 --> 00:31:27.599
employment.

00:31:27.640 --> 00:31:28.340
I would definitely want...

00:31:28.820 --> 00:31:29.561
So I sort of agree.

00:31:29.582 --> 00:31:29.842
John, you're...

00:31:31.847 --> 00:31:34.749
My question is, if Gary Vee ran this,

00:31:34.808 --> 00:31:35.289
he would say,

00:31:35.509 --> 00:31:37.931
if you want to work at night,

00:31:37.971 --> 00:31:38.652
go work somewhere else.

00:31:38.991 --> 00:31:40.613
As long as you're crushing this.

00:31:41.032 --> 00:31:42.913
Because at some point, if you're like,

00:31:43.094 --> 00:31:44.494
I like my own version better,

00:31:44.615 --> 00:31:46.036
I want you to leave.

00:31:46.056 --> 00:31:48.538
Gary Vee's approach is more in line with

00:31:48.557 --> 00:31:49.458
what John's saying.

00:31:49.478 --> 00:31:50.939
I'm not saying neither is right or wrong.

00:31:51.439 --> 00:31:54.121
But I agree.

00:31:54.520 --> 00:31:57.123
If I'm doing everything right,

00:31:57.163 --> 00:31:58.523
if I'm crushing my job...

00:31:59.451 --> 00:32:00.413
At the radio station,

00:32:00.432 --> 00:32:01.714
the rule was you just can't work at

00:32:01.734 --> 00:32:03.076
a radio station in this market.

00:32:03.096 --> 00:32:05.040
You have to drive ninety miles that way.

00:32:06.323 --> 00:32:08.547
But my pushback always was I'm doing the

00:32:08.586 --> 00:32:10.730
maximum and I'm getting no raise over

00:32:10.790 --> 00:32:11.191
time.

00:32:11.211 --> 00:32:12.433
We need to have an agreement here.

00:32:13.355 --> 00:32:15.156
I watched an Alex Hormozy video the other

00:32:15.196 --> 00:32:15.376
day.

00:32:15.636 --> 00:32:18.298
He does almost like what stand-up

00:32:18.317 --> 00:32:19.038
comedians do.

00:32:19.657 --> 00:32:21.679
He has the business in-person thing where

00:32:21.699 --> 00:32:23.179
people stand up and they give their

00:32:23.199 --> 00:32:23.759
biggest question.

00:32:23.778 --> 00:32:25.839
Yeah, his workshop.

00:32:25.940 --> 00:32:27.359
It's a great content for him.

00:32:27.640 --> 00:32:28.221
And the guy was like,

00:32:28.240 --> 00:32:29.340
I don't know how to keep people.

00:32:29.740 --> 00:32:33.961
He was in pest spraying on houses or

00:32:33.981 --> 00:32:34.182
whatever.

00:32:34.382 --> 00:32:35.643
He's like, we get great people.

00:32:36.403 --> 00:32:37.744
We promote them, and then they leave.

00:32:37.825 --> 00:32:38.365
And the guy was like,

00:32:38.526 --> 00:32:40.228
put more rungs on... And Alex was like,

00:32:40.248 --> 00:32:41.209
put more rungs on the ladder.

00:32:41.509 --> 00:32:43.432
So every position you have, have a junior,

00:32:43.632 --> 00:32:44.794
normal, senior,

00:32:45.694 --> 00:32:47.076
and make sure they get paid for it.

00:32:47.217 --> 00:32:48.939
Otherwise, they're right to leave.

00:32:48.999 --> 00:32:51.020
You're not giving them opportunities.

00:32:51.301 --> 00:32:52.143
This isn't that.

00:32:52.303 --> 00:32:53.044
This is... They're not...

00:32:54.157 --> 00:32:56.500
they weren't doing the minimum of the job.

00:32:56.660 --> 00:32:57.240
And then they were like,

00:32:58.361 --> 00:33:00.682
instead of doing one good job,

00:33:00.701 --> 00:33:02.482
they're like, if I half-ass two jobs,

00:33:02.502 --> 00:33:02.983
that's one job.

00:33:03.364 --> 00:33:05.045
I got to be honest, that's more work,

00:33:05.565 --> 00:33:06.145
right?

00:33:06.465 --> 00:33:08.146
Now I got to do two different email

00:33:08.166 --> 00:33:10.348
addresses and I got to re- No,

00:33:10.588 --> 00:33:11.990
just do one job really well.

00:33:12.029 --> 00:33:13.391
But this person, for some reason,

00:33:13.451 --> 00:33:14.351
did not want to be there,

00:33:14.651 --> 00:33:16.112
didn't like it or something.

00:33:16.172 --> 00:33:19.494
And if they don't like your setup, leave.

00:33:19.535 --> 00:33:22.296
You wouldn't want them there at all.

00:33:22.477 --> 00:33:22.757
I wouldn't.

00:33:22.856 --> 00:33:23.076
I agree.

00:33:25.825 --> 00:33:27.425
but then you also let's go back to

00:33:27.465 --> 00:33:31.188
the flip side you got one dude who

00:33:31.208 --> 00:33:32.749
you just hired who's making videos you

00:33:32.788 --> 00:33:34.950
didn't ask him to and being like hey

00:33:34.990 --> 00:33:38.833
look what they're doing in my opinion is

00:33:38.853 --> 00:33:42.255
they're like is this good if I do

00:33:42.295 --> 00:33:44.016
this does this help me does this help

00:33:44.175 --> 00:33:46.156
us I don't know that second employee

00:33:46.196 --> 00:33:47.458
sounds like they understand that they're

00:33:47.478 --> 00:33:49.138
in the boat and if the boat goes

00:33:49.159 --> 00:33:51.640
faster we all go faster and I like

00:33:51.920 --> 00:33:52.560
people like that

00:33:53.365 --> 00:33:54.546
I would take those people.

00:33:55.707 --> 00:33:56.807
This was a previous episode.

00:33:56.866 --> 00:33:57.667
I think Tony and I did,

00:33:57.708 --> 00:33:58.188
which is like,

00:33:59.749 --> 00:34:02.471
I'll take B minus skill and A effort

00:34:02.750 --> 00:34:06.433
over A plus skill, but C effort.

00:34:07.694 --> 00:34:08.775
I'd rather be in a room,

00:34:08.855 --> 00:34:11.056
in an escape room or whatever with a

00:34:11.077 --> 00:34:11.856
bunch of people who are just going to

00:34:11.876 --> 00:34:12.177
hustle

00:34:13.137 --> 00:34:14.097
That are like, you know,

00:34:14.117 --> 00:34:15.338
they're pretty good at this stuff rather

00:34:15.358 --> 00:34:16.557
than a genius who's a dick in the

00:34:16.617 --> 00:34:17.438
corner being like, well,

00:34:17.478 --> 00:34:18.478
I hope I feel like it.

00:34:18.498 --> 00:34:19.458
Like, I don't need you.

00:34:19.759 --> 00:34:20.760
I want you're gone.

00:34:20.960 --> 00:34:22.280
I'll I'll play a man.

00:34:23.039 --> 00:34:24.681
I play in, you know, adult,

00:34:24.820 --> 00:34:26.141
forty year old dude hockey games.

00:34:26.621 --> 00:34:28.382
I would rather play with one less guy

00:34:28.402 --> 00:34:28.882
on the ice.

00:34:29.001 --> 00:34:31.103
We do better on a penalty kill when

00:34:31.123 --> 00:34:32.802
we have people who really want to be

00:34:32.842 --> 00:34:33.063
there.

00:34:33.143 --> 00:34:35.143
We score more with less people when we

00:34:35.164 --> 00:34:37.304
have one shitty person less.

00:34:37.960 --> 00:34:39.701
How about that?

00:34:39.760 --> 00:34:40.322
I look around, I'm like,

00:34:40.382 --> 00:34:41.121
how'd that just work?

00:34:41.141 --> 00:34:41.342
I'm like,

00:34:41.362 --> 00:34:42.222
because we're all paying attention.

00:34:42.782 --> 00:34:43.681
Instead of like,

00:34:44.163 --> 00:34:46.742
one Eeyore can kill your power play.

00:34:46.762 --> 00:34:49.264
One Eeyore can kill everything.

00:34:50.784 --> 00:34:51.905
To Nate, the producer,

00:34:51.965 --> 00:34:53.684
to remake this for the Dave Kittle show,

00:34:53.704 --> 00:34:58.005
that might be the thumbnail or the episode

00:34:58.045 --> 00:34:58.365
title.

00:34:58.965 --> 00:35:01.007
Do you want the story that goes with

00:35:01.047 --> 00:35:01.226
this?

00:35:02.887 --> 00:35:04.670
There's four radio stations in a building.

00:35:05.070 --> 00:35:05.331
Okay.

00:35:05.490 --> 00:35:07.172
That's like how radio got consolidated.

00:35:07.213 --> 00:35:08.594
So this is where we share a receptionist

00:35:08.634 --> 00:35:09.414
and share HR.

00:35:09.615 --> 00:35:11.197
So there were four radio stations in the

00:35:11.237 --> 00:35:11.458
building.

00:35:11.737 --> 00:35:13.260
I got to run one of them at

00:35:13.320 --> 00:35:14.380
like twenty five years old.

00:35:14.601 --> 00:35:15.581
So I'm running the rock station.

00:35:15.922 --> 00:35:18.365
Rock, pop, adult contemporary country.

00:35:19.809 --> 00:35:21.771
But we're owned by this big, huge company,

00:35:21.931 --> 00:35:22.893
Cumulus Broadcasting.

00:35:23.032 --> 00:35:23.954
And it comes down one day,

00:35:23.974 --> 00:35:25.014
my boss calls me in his office.

00:35:25.034 --> 00:35:25.614
He goes, hey, Jimmy.

00:35:25.635 --> 00:35:26.215
I'm like, what's up, man?

00:35:26.255 --> 00:35:26.536
He's like,

00:35:26.576 --> 00:35:27.757
you have to go home tonight and come

00:35:27.777 --> 00:35:29.918
back and tell me which person on your

00:35:29.958 --> 00:35:30.599
team to fire.

00:35:30.699 --> 00:35:31.719
And I was like, what happened?

00:35:31.739 --> 00:35:32.360
He's like, nothing.

00:35:32.420 --> 00:35:33.722
It's just you have the largest staff.

00:35:34.001 --> 00:35:35.503
It's just the chopping block is yours

00:35:35.543 --> 00:35:35.784
today.

00:35:36.143 --> 00:35:36.764
In eight months,

00:35:36.804 --> 00:35:37.684
it's going to be someone else's.

00:35:38.425 --> 00:35:39.347
So I'm like, this is stupid.

00:35:39.387 --> 00:35:40.748
He's like, it's not my thing.

00:35:40.788 --> 00:35:41.869
It came from up top.

00:35:42.108 --> 00:35:42.829
Okay, so I go home.

00:35:43.686 --> 00:35:44.847
have a couple of Chardonnays.

00:35:45.387 --> 00:35:45.989
And I'm like, this is,

00:35:46.048 --> 00:35:47.409
I'm like arguing with myself.

00:35:47.429 --> 00:35:48.911
You know, I'm arguing with the, you know,

00:35:49.192 --> 00:35:49.932
with clouds.

00:35:49.952 --> 00:35:50.614
I'm like, this is dumb.

00:35:50.634 --> 00:35:52.094
This is a dumb situation.

00:35:52.155 --> 00:35:53.876
Nobody on my team did anything wrong and

00:35:53.898 --> 00:35:55.398
they're getting fired tomorrow and I have

00:35:55.438 --> 00:35:56.059
to pick who it is.

00:35:56.300 --> 00:35:57.101
This sucks for me.

00:35:57.181 --> 00:35:57.842
This sucks for them.

00:35:57.942 --> 00:35:59.063
I'm going to ruin someone's life tomorrow.

00:36:00.724 --> 00:36:01.784
And then I had an idea.

00:36:01.985 --> 00:36:03.226
So I walk into my boss's office,

00:36:03.246 --> 00:36:04.626
a little hungover, and I go, Bill,

00:36:04.987 --> 00:36:05.807
got a crazy idea.

00:36:05.867 --> 00:36:07.108
And he's accustomed to me saying that,

00:36:07.148 --> 00:36:07.528
obviously,

00:36:07.548 --> 00:36:08.528
because I have a lot of crazy ideas.

00:36:08.548 --> 00:36:09.010
And he goes, Jimmy,

00:36:09.030 --> 00:36:10.311
it's not time for crazy ideas.

00:36:10.510 --> 00:36:10.990
I need a name.

00:36:11.170 --> 00:36:11.731
Just a name.

00:36:12.012 --> 00:36:12.751
Don't be creative.

00:36:13.192 --> 00:36:14.353
Just be logical now.

00:36:14.632 --> 00:36:16.213
And I was like, close the door.

00:36:16.233 --> 00:36:17.974
We closed the door.

00:36:18.014 --> 00:36:19.556
The guy who had his office next to

00:36:19.596 --> 00:36:20.797
me ran the country station.

00:36:21.016 --> 00:36:24.619
And nice guy, Eeyore.

00:36:24.639 --> 00:36:25.719
He had the same job as me,

00:36:26.119 --> 00:36:27.221
made the same money as me,

00:36:27.440 --> 00:36:28.541
which is more than my people.

00:36:29.740 --> 00:36:30.400
And it was an Eeyore.

00:36:30.621 --> 00:36:30.981
And I was like,

00:36:31.021 --> 00:36:32.101
that guy's running that station.

00:36:32.282 --> 00:36:33.802
It is going nowhere for the last three

00:36:33.822 --> 00:36:34.043
years.

00:36:35.943 --> 00:36:36.443
Fire him.

00:36:36.623 --> 00:36:37.324
I'll do his job.

00:36:37.643 --> 00:36:38.384
My people are safe.

00:36:38.543 --> 00:36:39.704
And now you get a guy who gives

00:36:39.784 --> 00:36:41.284
a shit running two radio stations.

00:36:41.385 --> 00:36:41.724
And he goes,

00:36:41.784 --> 00:36:43.905
but you don't know anything about country

00:36:43.925 --> 00:36:44.425
radio stations.

00:36:44.485 --> 00:36:45.447
I go, I don't know anything.

00:36:45.586 --> 00:36:48.128
I could name three country artists at that

00:36:48.168 --> 00:36:48.407
time.

00:36:48.507 --> 00:36:48.947
Still can't.

00:36:49.307 --> 00:36:49.867
I go,

00:36:50.467 --> 00:36:51.588
you have a staff full of people who

00:36:51.608 --> 00:36:52.289
know country music.

00:36:52.429 --> 00:36:53.949
I know people and I know creativity and

00:36:53.969 --> 00:36:54.389
I know hustle.

00:36:55.050 --> 00:36:57.291
So now you're going to fire that dude.

00:36:58.711 --> 00:37:00.813
You're going to give me a raise and

00:37:00.893 --> 00:37:01.614
I fire nobody.

00:37:02.394 --> 00:37:03.835
And so all of a sudden,

00:37:04.096 --> 00:37:05.177
by five o'clock that day,

00:37:05.336 --> 00:37:06.797
that guy got fired and I have no

00:37:06.838 --> 00:37:07.717
problem saying it out loud.

00:37:07.858 --> 00:37:10.159
I got him fired because I protected my

00:37:10.179 --> 00:37:11.860
people because they did nothing wrong and

00:37:11.900 --> 00:37:12.702
he was fired.

00:37:13.612 --> 00:37:14.112
And he was,

00:37:14.813 --> 00:37:16.094
and he was bringing all of us down

00:37:16.114 --> 00:37:17.594
because collectively all four radio

00:37:17.635 --> 00:37:18.615
stations are individual.

00:37:18.715 --> 00:37:19.576
We're all part of the company.

00:37:19.596 --> 00:37:21.297
I was like, that guy's dragging us down.

00:37:21.697 --> 00:37:22.719
I'll play two positions.

00:37:22.759 --> 00:37:23.398
If I have to,

00:37:23.699 --> 00:37:25.199
I'll play first base and second base.

00:37:25.601 --> 00:37:26.260
That guy sucks.

00:37:26.641 --> 00:37:27.262
You can't trust him.

00:37:27.501 --> 00:37:29.143
And the guy was out and nobody.

00:37:30.244 --> 00:37:32.105
So your team was pulling their weight and

00:37:32.144 --> 00:37:34.206
he wasn't correct.

00:37:34.306 --> 00:37:35.588
And so moral of the story is what?

00:37:36.407 --> 00:37:37.108
Don't fuck with Jimmy.

00:37:37.188 --> 00:37:37.309
No.

00:37:38.728 --> 00:37:40.190
No, the moral of the story was, again,

00:37:40.309 --> 00:37:40.811
me, him,

00:37:40.990 --> 00:37:42.472
him not pulling his weight was my opinion.

00:37:42.751 --> 00:37:43.512
But when I brought it up to my

00:37:43.552 --> 00:37:44.713
boss, what did he do?

00:37:45.293 --> 00:37:45.653
His boss.

00:37:45.793 --> 00:37:46.715
And they looked at the numbers and they

00:37:46.735 --> 00:37:47.235
were like, he's right.

00:37:49.068 --> 00:37:51.329
sorry dude have a better attitude like

00:37:51.409 --> 00:37:53.992
hustle fail lots like that's one thing you

00:37:54.012 --> 00:37:56.032
get with me i will fail a lot

00:37:56.393 --> 00:37:57.715
and i'll be like oh man i thought

00:37:57.735 --> 00:37:59.135
that was going to succeed on to the

00:37:59.155 --> 00:38:00.717
next thing here we go let's do it

00:38:00.737 --> 00:38:03.458
again no one cares keep going but that's

00:38:03.478 --> 00:38:05.000
how i got my second radio station and

00:38:05.039 --> 00:38:06.280
i ran two radio stations at the same

00:38:06.320 --> 00:38:07.402
time for six years

00:38:08.646 --> 00:38:10.067
But I said to those new people, hi,

00:38:10.146 --> 00:38:10.507
I'm Jimmy.

00:38:10.527 --> 00:38:11.347
I'm running a radio station.

00:38:11.447 --> 00:38:12.829
I can't name three country artists.

00:38:12.849 --> 00:38:13.510
It's not my job.

00:38:13.750 --> 00:38:15.172
My job is to help you do your

00:38:15.192 --> 00:38:15.351
job.

00:38:15.411 --> 00:38:15.811
And they were like,

00:38:16.032 --> 00:38:17.213
this is your radio station now.

00:38:17.713 --> 00:38:18.695
I just have the name on the door,

00:38:18.894 --> 00:38:21.757
which means I get all of the blame

00:38:22.117 --> 00:38:23.298
and I give you all of the credit

00:38:23.318 --> 00:38:23.938
if we succeed.

00:38:24.059 --> 00:38:24.980
All the blame if we fail,

00:38:25.460 --> 00:38:26.521
all the credit if we succeed.

00:38:27.061 --> 00:38:28.523
Like a quarterback.

00:38:28.923 --> 00:38:29.764
I take all the blame.

00:38:30.625 --> 00:38:31.405
And then if we succeed,

00:38:31.445 --> 00:38:33.226
it's because my receivers and my line and

00:38:33.246 --> 00:38:33.987
my running back.

00:38:34.427 --> 00:38:34.588
Right.

00:38:35.389 --> 00:38:37.451
But that guy was in New York.

00:38:37.490 --> 00:38:39.311
You lost dead weight.

00:38:40.251 --> 00:38:42.032
It's just messy in the wait period.

00:38:42.351 --> 00:38:43.132
Three weeks from now,

00:38:43.152 --> 00:38:43.893
you're going to be like, oh, man,

00:38:43.913 --> 00:38:46.112
this ship is lighter and faster.

00:38:46.132 --> 00:38:48.153
It's going to balance out.

00:38:48.233 --> 00:38:52.574
It is, in my opinion.

00:38:52.596 --> 00:38:53.076
Here's another.

00:38:53.295 --> 00:38:53.615
So here,

00:38:53.635 --> 00:38:54.956
let me play Sturdy for a second.

00:38:55.016 --> 00:38:56.016
I don't know if I can do Sturdy.

00:38:56.036 --> 00:38:57.777
Sturdy's like way too calm.

00:38:57.916 --> 00:38:58.737
I can't fake that.

00:38:59.237 --> 00:39:00.057
He's very chill.

00:39:01.711 --> 00:39:03.273
He chills me out, man.

00:39:03.572 --> 00:39:05.074
We do three calls a month and it's

00:39:05.094 --> 00:39:10.177
like business therapy for me.

00:39:10.697 --> 00:39:11.557
I would love to just have,

00:39:11.818 --> 00:39:13.259
whenever you're on a call with Sturdy,

00:39:13.278 --> 00:39:14.920
just have his heart rate be visible

00:39:14.940 --> 00:39:16.121
because it's like twelve.

00:39:16.221 --> 00:39:18.722
Anyway, he's very chill, which is good,

00:39:18.842 --> 00:39:19.083
right?

00:39:19.724 --> 00:39:21.644
So let me play my inner Sturdy.

00:39:23.054 --> 00:39:23.315
Dave,

00:39:24.235 --> 00:39:25.476
so you've gone through this experience.

00:39:25.496 --> 00:39:26.496
It's a good one.

00:39:27.115 --> 00:39:27.396
Learning.

00:39:27.936 --> 00:39:29.996
How do you screen for this type of

00:39:30.077 --> 00:39:34.559
person before you hire them again?

00:39:34.579 --> 00:39:35.878
This is where I get stuck.

00:39:40.380 --> 00:39:41.701
Maybe we can riffle on some stuff.

00:39:41.920 --> 00:39:44.322
I think it might be tough to identify

00:39:45.003 --> 00:39:47.983
someone who would lack in documentation.

00:39:48.043 --> 00:39:48.923
Because even if I said...

00:39:49.264 --> 00:39:50.403
This isn't a documentation issue.

00:39:50.443 --> 00:39:50.925
Yeah.

00:39:52.653 --> 00:39:57.103
Yeah.

00:39:57.163 --> 00:39:57.824
I'm not sure.

00:39:57.925 --> 00:39:59.447
I don't know if I have complete clarity

00:39:59.467 --> 00:40:02.454
yet on how to identify it because...

00:40:03.023 --> 00:40:03.903
With everything else,

00:40:03.943 --> 00:40:05.864
they said all the right things.

00:40:07.025 --> 00:40:08.905
They came from another country,

00:40:08.925 --> 00:40:11.226
but they had a busy metro area that

00:40:11.246 --> 00:40:12.186
was similar to Manhattan.

00:40:12.465 --> 00:40:15.306
They understood the high net worth

00:40:15.327 --> 00:40:15.907
individual.

00:40:18.206 --> 00:40:20.288
Clinically, they treated me.

00:40:20.768 --> 00:40:21.907
They put their hands on me at the

00:40:21.947 --> 00:40:22.588
evaluation.

00:40:23.327 --> 00:40:24.588
They passed a lot of the other

00:40:24.628 --> 00:40:25.148
checkpoints.

00:40:27.009 --> 00:40:28.028
These are new details.

00:40:28.088 --> 00:40:30.869
They said they were used to this.

00:40:31.735 --> 00:40:32.255
They said it.

00:40:32.615 --> 00:40:33.516
You had no other reason.

00:40:33.536 --> 00:40:35.980
You're like, all right, I'm believing you.

00:40:36.000 --> 00:40:37.041
How am I supposed to confirm that?

00:40:37.141 --> 00:40:38.461
You can't.

00:40:38.623 --> 00:40:40.103
You have to take so many leaps of

00:40:41.706 --> 00:40:41.905
faith.

00:40:42.045 --> 00:40:43.387
You could get all the data you want,

00:40:43.407 --> 00:40:44.349
but it's not going to be perfect.

00:40:44.369 --> 00:40:45.550
There's going to be some gaps in it.

00:40:45.990 --> 00:40:48.914
You can do this.

00:40:48.934 --> 00:40:49.934
There's no way to do that.

00:40:50.456 --> 00:40:51.536
Sorry, I won't say that.

00:40:51.556 --> 00:40:53.059
There are probably ways to do it.

00:40:54.018 --> 00:40:55.101
they're none of them are perfect.

00:40:55.221 --> 00:40:55.961
None of them, right.

00:40:56.021 --> 00:40:56.903
But I mean,

00:40:57.224 --> 00:40:58.365
I learned this question from Jamie

00:40:58.385 --> 00:40:58.847
Schreier,

00:40:58.887 --> 00:41:03.094
which was a power move to on the

00:41:03.114 --> 00:41:03.454
interview.

00:41:03.655 --> 00:41:03.755
Hey,

00:41:03.815 --> 00:41:05.358
if you were to leave in three years,

00:41:05.557 --> 00:41:06.559
what do you think the reason would be?

00:41:07.311 --> 00:41:08.731
I love that question.

00:41:08.751 --> 00:41:10.132
That's a good question because it puts

00:41:10.152 --> 00:41:11.172
them in a future state.

00:41:11.773 --> 00:41:12.913
It's not what's your greatest weakness.

00:41:12.972 --> 00:41:13.893
It's like, oh,

00:41:14.072 --> 00:41:19.773
I'd really want to run a borough or

00:41:19.813 --> 00:41:20.193
something.

00:41:20.273 --> 00:41:20.934
And you're like, oh,

00:41:21.155 --> 00:41:22.074
we don't have that structure.

00:41:22.135 --> 00:41:22.934
But if I built that,

00:41:23.074 --> 00:41:24.835
that would be great or something.

00:41:24.994 --> 00:41:27.036
They're going to tip their hand and show

00:41:27.056 --> 00:41:27.896
you what they value.

00:41:28.135 --> 00:41:29.235
If you said, what do you value?

00:41:29.255 --> 00:41:30.155
They're going to give you a bullshit

00:41:30.215 --> 00:41:31.597
answer because that's a bullshit question.

00:41:32.117 --> 00:41:33.157
But if you were to leave...

00:41:34.016 --> 00:41:35.378
Or, hey, in ten years,

00:41:35.398 --> 00:41:36.438
if we were to sell this,

00:41:36.518 --> 00:41:37.739
what do you think this practice might look

00:41:37.778 --> 00:41:37.998
like?

00:41:38.139 --> 00:41:39.840
And they're like, I don't know.

00:41:39.880 --> 00:41:40.679
And that might be too big of a

00:41:40.719 --> 00:41:41.019
question.

00:41:41.039 --> 00:41:42.000
That's too future state.

00:41:43.300 --> 00:41:45.202
John thinks I pulled a Machiavelli move.

00:41:46.061 --> 00:41:48.722
I'm going to go Google Machiavelli to see

00:41:48.762 --> 00:41:50.384
if that's a compliment or not.

00:41:50.423 --> 00:41:51.885
I think he was like a thinker or

00:41:51.905 --> 00:41:52.164
something.

00:41:52.445 --> 00:41:53.485
I think I read a book with him.

00:41:54.005 --> 00:41:58.086
Didn't you say?

00:41:58.106 --> 00:41:59.347
Who's got a casting couch?

00:41:59.447 --> 00:41:59.728
You.

00:42:00.108 --> 00:42:01.188
When you're interviewing these people,

00:42:01.208 --> 00:42:02.168
are you casting couching?

00:42:06.153 --> 00:42:08.414
don't google kids don't google casting

00:42:08.434 --> 00:42:10.914
couch it's not good no no we didn't

00:42:10.934 --> 00:42:12.615
come into this forty two minutes ago

00:42:12.675 --> 00:42:14.396
thinking we had like nine other things I'm

00:42:14.436 --> 00:42:16.717
better it's better because this is real

00:42:17.257 --> 00:42:20.739
and if you're facing this chances are four

00:42:20.759 --> 00:42:21.918
thousand other practice owners have

00:42:21.958 --> 00:42:24.239
already faced it some are facing it right

00:42:24.280 --> 00:42:26.400
now and some will be facing this like

00:42:26.440 --> 00:42:27.780
this is not uncommon

00:42:28.612 --> 00:42:28.793
let's,

00:42:28.972 --> 00:42:30.114
let's finish up with the time that we

00:42:30.134 --> 00:42:30.393
have.

00:42:30.554 --> 00:42:31.675
So my game plan now,

00:42:31.715 --> 00:42:34.036
because this therapist was with me for

00:42:34.436 --> 00:42:35.195
close to two years,

00:42:35.275 --> 00:42:37.097
at least a year and a half, um,

00:42:37.797 --> 00:42:39.097
and build a lot of relationships with

00:42:39.157 --> 00:42:39.757
certain patients.

00:42:39.777 --> 00:42:39.878
Now,

00:42:39.918 --> 00:42:41.719
some patients like aren't going to

00:42:41.739 --> 00:42:42.119
continue.

00:42:42.139 --> 00:42:43.840
They didn't need more therapy.

00:42:44.181 --> 00:42:45.960
Some of them were transitioning them over

00:42:46.021 --> 00:42:49.202
to other therapists, but some,

00:42:49.523 --> 00:42:51.963
some of the patients I could hear, like,

00:42:51.983 --> 00:42:53.324
they were like, Oh, I really liked him.

00:42:53.385 --> 00:42:54.686
It's that, Oh man.

00:42:54.726 --> 00:42:55.405
So, um,

00:42:56.313 --> 00:42:58.456
the thing that i'm now working on is

00:42:59.297 --> 00:43:02.119
how can we do not just the boring

00:43:02.159 --> 00:43:04.240
monotonous like this is like a quality

00:43:04.260 --> 00:43:06.902
assurance call from concierge family hq

00:43:07.443 --> 00:43:11.106
but sturdy framed it this way hey dave

00:43:11.146 --> 00:43:13.889
when you go to a restaurant and this

00:43:13.949 --> 00:43:15.311
and the chef comes out of the kitchen

00:43:16.072 --> 00:43:17.853
and comes over to your table and says

00:43:18.514 --> 00:43:18.713
hey

00:43:19.172 --> 00:43:21.452
I'm chef John or whatever.

00:43:21.472 --> 00:43:23.072
Like, how is everything this evening?

00:43:23.632 --> 00:43:25.434
Now, when the manager does it, it's like,

00:43:25.474 --> 00:43:26.393
yeah, that's a nice thing.

00:43:26.934 --> 00:43:28.213
When the chef does it, Jimmy,

00:43:28.614 --> 00:43:29.614
do you feel any different?

00:43:30.114 --> 00:43:30.355
I do.

00:43:30.394 --> 00:43:30.554
Yeah.

00:43:30.594 --> 00:43:31.375
Because like the chef,

00:43:31.394 --> 00:43:32.875
he's stopping what he's doing to come to

00:43:32.894 --> 00:43:33.135
me.

00:43:33.255 --> 00:43:34.476
And like, this is the guy making it.

00:43:34.516 --> 00:43:36.175
And I'm sort of like, I don't know.

00:43:36.235 --> 00:43:36.815
I feel different.

00:43:36.936 --> 00:43:37.715
They're wearing white.

00:43:37.916 --> 00:43:38.516
Feels official.

00:43:39.356 --> 00:43:39.577
Right.

00:43:39.936 --> 00:43:40.777
Now, Jimmy,

00:43:41.097 --> 00:43:42.438
imagine that the chef comes over to your

00:43:42.458 --> 00:43:45.217
table and says, hey,

00:43:45.677 --> 00:43:48.039
Jimmy and your and Jimmy's family and

00:43:48.059 --> 00:43:48.239
friends.

00:43:49.076 --> 00:43:49.856
How was everything tonight?

00:43:50.277 --> 00:43:51.137
Like, what if he knew your name?

00:43:52.097 --> 00:43:52.579
That's different.

00:43:54.820 --> 00:43:56.521
So the point that's how sturdy framed it

00:43:56.541 --> 00:43:56.822
with me,

00:43:56.862 --> 00:44:00.083
which is we should be making intermittent

00:44:00.123 --> 00:44:02.365
calls, but not like, like,

00:44:03.436 --> 00:44:04.976
like corporate quality assurance,

00:44:05.536 --> 00:44:07.679
like go check-ins and,

00:44:07.798 --> 00:44:09.699
and maybe some little gifts and like,

00:44:09.860 --> 00:44:11.240
it doesn't take much money,

00:44:11.300 --> 00:44:13.641
but like things to send them and go

00:44:13.742 --> 00:44:14.463
one step further.

00:44:14.663 --> 00:44:16.603
If the chef didn't say, so how,

00:44:16.903 --> 00:44:19.706
how was everything is like,

00:44:21.286 --> 00:44:25.088
normal how was that steak was that okay

00:44:25.148 --> 00:44:26.307
because we tried something different

00:44:26.327 --> 00:44:27.449
tonight i want to make sure you like

00:44:27.469 --> 00:44:29.590
it that's different that gets them on a

00:44:29.869 --> 00:44:31.630
particular path that that's a different

00:44:31.670 --> 00:44:34.072
question was there anything because like

00:44:35.072 --> 00:44:37.594
no one's gonna unless something is

00:44:37.753 --> 00:44:40.574
horrible who's gonna look at the chef in

00:44:40.594 --> 00:44:42.056
the eye and be like your mashed potatoes

00:44:42.076 --> 00:44:44.476
dude they sucked like unless right right

00:44:44.496 --> 00:44:45.657
right like

00:44:46.498 --> 00:44:49.862
My dad is a typical cliche New York

00:44:49.902 --> 00:44:50.523
City fireman.

00:44:50.802 --> 00:44:52.364
He'll bitch to me, steak sucks,

00:44:52.445 --> 00:44:53.025
steak sucks.

00:44:53.324 --> 00:44:54.447
Chef comes out, everything's great,

00:44:54.686 --> 00:44:55.186
everything's great.

00:44:55.728 --> 00:44:57.289
My dad is not an afraid person,

00:44:57.989 --> 00:44:59.931
but he doesn't seek to harm.

00:45:00.393 --> 00:45:01.813
What you're looking to do is get real

00:45:01.873 --> 00:45:04.297
feedback, and that's simple, not easy.

00:45:04.476 --> 00:45:05.097
I would steal...

00:45:07.400 --> 00:45:09.380
How do things outside of healthcare or

00:45:09.440 --> 00:45:10.481
restaurants do it?

00:45:10.782 --> 00:45:12.802
Because the chef standing in front of you

00:45:12.862 --> 00:45:14.143
is different than a random number.

00:45:14.182 --> 00:45:14.664
First of all,

00:45:14.684 --> 00:45:15.844
you're gonna get a human being to pick

00:45:15.864 --> 00:45:17.565
up a phone from a number they don't

00:45:17.605 --> 00:45:18.905
know in twenty twenty six.

00:45:19.065 --> 00:45:19.806
That's hard.

00:45:20.786 --> 00:45:23.067
Sending a survey is sterile.

00:45:23.286 --> 00:45:24.148
I don't know the answer,

00:45:24.168 --> 00:45:26.309
but this could be great to farm out

00:45:26.369 --> 00:45:28.068
if anybody has a great way to do

00:45:28.128 --> 00:45:28.248
it,

00:45:28.650 --> 00:45:30.811
which is how do you get good feedback

00:45:31.371 --> 00:45:32.670
in a scenario like this?

00:45:32.690 --> 00:45:33.831
Because it's not in a clinic.

00:45:34.351 --> 00:45:35.472
Like your front desk saying,

00:45:35.532 --> 00:45:36.452
how was everything?

00:45:37.132 --> 00:45:38.653
That's just part of the procedure.

00:45:38.914 --> 00:45:39.614
Here's the total.

00:45:39.675 --> 00:45:40.534
Swipe your card.

00:45:40.574 --> 00:45:41.295
Here's the receipt.

00:45:41.356 --> 00:45:42.135
How was everything?

00:45:42.476 --> 00:45:44.577
It now loses its pop because now it's

00:45:44.637 --> 00:45:45.657
part of the script.

00:45:46.057 --> 00:45:47.378
I understand scripting things,

00:45:48.199 --> 00:45:49.739
but if it doesn't feel real,

00:45:51.300 --> 00:45:52.280
that's simple, not easy.

00:45:52.340 --> 00:45:53.501
I'm sure there's some academic...

00:45:53.521 --> 00:45:56.083
There's always literature on this and how

00:45:56.103 --> 00:45:56.563
to do it.

00:45:57.463 --> 00:45:58.804
I just like to steal who's doing...

00:45:58.983 --> 00:46:01.385
When do I feel comfortable giving good,

00:46:01.445 --> 00:46:02.306
real feedback?

00:46:04.365 --> 00:46:05.726
Like even like when you buy something on

00:46:05.766 --> 00:46:07.266
Facebook marketplace, it's like,

00:46:07.327 --> 00:46:07.987
how is the seller?

00:46:08.007 --> 00:46:08.588
I'm like, I don't know.

00:46:08.608 --> 00:46:08.947
Great.

00:46:09.188 --> 00:46:10.367
Unless it's fricking terrible.

00:46:10.447 --> 00:46:11.528
I felt like I was going to ax

00:46:11.568 --> 00:46:11.909
murder me.

00:46:12.148 --> 00:46:13.389
I sort of just go like five stars,

00:46:13.429 --> 00:46:14.289
five stars, five stars.

00:46:14.510 --> 00:46:15.090
Like, I don't know.

00:46:15.110 --> 00:46:16.391
I don't want to piss the guy off.

00:46:16.510 --> 00:46:16.831
I don't know.

00:46:17.431 --> 00:46:19.452
Now, another way for us to,

00:46:20.271 --> 00:46:22.233
I think it's fairly objective that like,

00:46:22.592 --> 00:46:24.353
which, and I'll kick it back to you.

00:46:25.500 --> 00:46:27.641
With people that end up spending a lot

00:46:27.681 --> 00:46:28.561
of time and money with us,

00:46:28.661 --> 00:46:29.822
meaning they stay for,

00:46:31.003 --> 00:46:33.164
they initially come to us for like a

00:46:33.204 --> 00:46:34.164
little episodic thing,

00:46:34.204 --> 00:46:36.005
but if they stay for months or years

00:46:36.025 --> 00:46:38.226
where they end up spending thousands or

00:46:38.385 --> 00:46:39.766
tens of thousands of dollars,

00:46:40.047 --> 00:46:41.686
would you agree that that's kind of like

00:46:41.706 --> 00:46:45.389
an objective measure that they love the

00:46:45.489 --> 00:46:45.849
service?

00:46:46.048 --> 00:46:47.789
They might love the therapist only,

00:46:48.090 --> 00:46:49.690
but they might like the service in terms

00:46:49.731 --> 00:46:51.431
of like the quality and the promptness and

00:46:51.972 --> 00:46:53.632
Those are the most subjective ones.

00:46:53.693 --> 00:46:54.773
Time and money.

00:46:54.813 --> 00:46:55.894
Show me something more personal.

00:46:56.775 --> 00:46:57.054
Okay.

00:46:57.094 --> 00:47:00.016
So one example, I can't mention the name,

00:47:00.056 --> 00:47:01.557
obviously, but we have a client and this,

00:47:02.378 --> 00:47:03.679
I've said this a little bit before,

00:47:03.778 --> 00:47:06.081
but like it almost like I know that

00:47:06.101 --> 00:47:07.742
most people won't believe this and that's

00:47:07.762 --> 00:47:08.282
totally fine.

00:47:08.302 --> 00:47:10.163
But we have a client that started in

00:47:10.262 --> 00:47:12.164
July of twenty twenty four.

00:47:12.344 --> 00:47:13.885
So now we're in twenty twenty six.

00:47:13.925 --> 00:47:15.947
So this July would be two full years.

00:47:16.947 --> 00:47:18.228
We're not even we're not even at two

00:47:18.248 --> 00:47:18.628
full years.

00:47:19.335 --> 00:47:20.275
And this guy has spent,

00:47:20.356 --> 00:47:21.416
and this is going to sound like a

00:47:21.436 --> 00:47:21.956
humble brag.

00:47:21.976 --> 00:47:22.456
Maybe it is.

00:47:22.838 --> 00:47:25.719
This guy has spent over seventy three

00:47:25.780 --> 00:47:26.900
thousand dollars with us.

00:47:27.141 --> 00:47:27.880
Right.

00:47:28.021 --> 00:47:30.784
Thirty grand.

00:47:31.184 --> 00:47:31.684
Thirty and change.

00:47:31.704 --> 00:47:32.123
Wow.

00:47:32.144 --> 00:47:32.324
Right.

00:47:33.125 --> 00:47:35.527
How many times a week is someone going

00:47:35.547 --> 00:47:35.706
there?

00:47:36.648 --> 00:47:38.628
Well, initially it was a lot more.

00:47:38.688 --> 00:47:42.952
Initially it was four or five days a

00:47:42.972 --> 00:47:43.132
week.

00:47:43.172 --> 00:47:44.873
Now it's like two or three.

00:47:48.663 --> 00:47:49.804
the reason why I'm bringing it up is

00:47:49.844 --> 00:47:53.445
because I spoke to this client that I

00:47:53.545 --> 00:47:54.945
initially evaluated,

00:47:55.507 --> 00:47:57.106
but then the therapist that we were having

00:47:57.146 --> 00:48:00.268
problems with that therapist and this

00:48:00.349 --> 00:48:03.231
client built rapport and relationship.

00:48:03.371 --> 00:48:05.751
And when I called this client to let

00:48:05.771 --> 00:48:07.112
them know what was occurring,

00:48:07.172 --> 00:48:09.153
what happened, I didn't have any,

00:48:09.253 --> 00:48:09.514
you know,

00:48:09.634 --> 00:48:11.635
there was no notice and this therapist is

00:48:11.695 --> 00:48:12.554
leaving abruptly.

00:48:13.235 --> 00:48:13.876
The, the,

00:48:14.561 --> 00:48:16.702
client was like, Oh, I really liked them.

00:48:16.762 --> 00:48:18.483
And you know, blah, blah, blah.

00:48:18.543 --> 00:48:19.842
And I can hear the tonality.

00:48:19.862 --> 00:48:21.043
And I already knew this because when I

00:48:21.103 --> 00:48:23.184
covered for this therapist, when I,

00:48:23.463 --> 00:48:24.943
when I treated this client in December to

00:48:25.003 --> 00:48:25.885
cover for this therapist,

00:48:25.905 --> 00:48:28.684
when the therapist was away,

00:48:28.885 --> 00:48:30.005
that same client was like,

00:48:30.365 --> 00:48:31.626
when is so-and-so coming back?

00:48:31.666 --> 00:48:32.545
What is it Monday?

00:48:32.585 --> 00:48:33.666
Are they going to be ready for that

00:48:33.806 --> 00:48:35.206
this upcoming Monday at nine AM?

00:48:35.226 --> 00:48:36.646
Are they going to be coming in?

00:48:37.126 --> 00:48:38.708
Are they coming back from their trip?

00:48:39.568 --> 00:48:40.547
How was their trip going?

00:48:40.568 --> 00:48:40.668
Um,

00:48:41.344 --> 00:48:42.144
how are they doing?

00:48:42.264 --> 00:48:43.326
And I'm like, wow, it's a lot.

00:48:43.365 --> 00:48:44.606
Like, I'm like, they,

00:48:44.646 --> 00:48:46.646
the therapist kind of built such a

00:48:47.367 --> 00:48:48.547
relationship with this client.

00:48:49.148 --> 00:48:50.847
I'm using chat GPT now to say,

00:48:50.947 --> 00:48:53.268
how can I avoid, like, I want,

00:48:54.188 --> 00:48:54.429
I want,

00:48:54.449 --> 00:48:56.269
I want a legit relationship to be built

00:48:56.289 --> 00:48:58.811
between my clients and my therapist.

00:48:59.030 --> 00:49:01.231
But at the same time, I want,

00:49:01.572 --> 00:49:04.132
I have a plan to do things externally

00:49:04.952 --> 00:49:05.952
that tries to keep,

00:49:06.532 --> 00:49:08.474
obviously for just for,

00:49:08.554 --> 00:49:09.534
it's good for goodwill.

00:49:09.554 --> 00:49:10.875
It's good for, you know,

00:49:12.014 --> 00:49:14.574
financial consistency that if we capture

00:49:14.594 --> 00:49:15.914
that patient and client, they love us.

00:49:15.934 --> 00:49:16.875
They want to continue with us.

00:49:17.255 --> 00:49:18.876
We want the relationship to also be with

00:49:19.036 --> 00:49:21.076
the brand and the, and the practice,

00:49:21.556 --> 00:49:22.376
not just with the therapist,

00:49:22.416 --> 00:49:23.956
because I said to Serti McKee,

00:49:23.976 --> 00:49:24.956
I was like, I was like,

00:49:24.976 --> 00:49:26.757
so if my therapist leave and he's like,

00:49:26.836 --> 00:49:28.438
when your therapist leave, like,

00:49:28.458 --> 00:49:29.478
just like you said, Jamie Schreier,

00:49:29.498 --> 00:49:31.177
like therapists will leave for different

00:49:31.197 --> 00:49:32.278
reasons, uh,

00:49:32.298 --> 00:49:33.278
for a lot of different reasons.

00:49:33.318 --> 00:49:33.898
They might move.

00:49:33.918 --> 00:49:34.039
They,

00:49:34.659 --> 00:49:36.338
they have their spouses in the military.

00:49:36.378 --> 00:49:37.219
Like things just happen.

00:49:37.260 --> 00:49:38.639
Like people have to leave and move.

00:49:40.050 --> 00:49:41.452
So what can we do behind the scenes?

00:49:41.472 --> 00:49:42.472
And this is what I'm working on right

00:49:42.492 --> 00:49:42.592
now,

00:49:42.612 --> 00:49:44.773
which is what can we do behind the

00:49:44.793 --> 00:49:47.175
scenes to maintain a relationship with the

00:49:47.195 --> 00:49:49.617
client that's separate from the in-person

00:49:49.697 --> 00:49:51.159
treatment relationship?

00:49:51.998 --> 00:49:54.141
So it's surprise and delight things that

00:49:54.181 --> 00:49:55.141
shock and all it's,

00:49:55.956 --> 00:49:59.137
sending them unique um maybe it's little

00:49:59.697 --> 00:50:02.137
figurines or sculptures like let's just

00:50:02.177 --> 00:50:03.577
say let's just say like this thing's a

00:50:03.637 --> 00:50:05.938
globe and let's just say like someone's

00:50:05.958 --> 00:50:07.677
like a world traveler and it's got their

00:50:07.858 --> 00:50:10.478
name engraved on it or or whatever

00:50:10.539 --> 00:50:12.278
something that's unique and memorable or

00:50:12.778 --> 00:50:14.219
or it's like or it's a or golf

00:50:14.559 --> 00:50:16.760
around a golf for someone who's going from

00:50:16.880 --> 00:50:18.380
it was going from a lot of pain

00:50:18.400 --> 00:50:20.599
to getting back into golf or whatever it

00:50:20.619 --> 00:50:24.141
is so whether it's whether it's unique

00:50:24.260 --> 00:50:24.621
items

00:50:25.603 --> 00:50:27.545
Or special experiences.

00:50:27.985 --> 00:50:29.806
And when I called this one particular

00:50:29.827 --> 00:50:31.509
client that has spent over seventy three

00:50:31.528 --> 00:50:32.349
thousand dollars with us,

00:50:32.389 --> 00:50:34.251
when I first called them, I said, hey,

00:50:34.291 --> 00:50:34.811
by the way.

00:50:35.110 --> 00:50:37.992
We're going to talk about this therapist

00:50:38.032 --> 00:50:38.833
situation, but.

00:50:40.795 --> 00:50:43.898
Your eightieth birthday is October twenty

00:50:43.918 --> 00:50:44.177
ninth.

00:50:44.780 --> 00:50:46.661
And I already told this therapist that we

00:50:46.681 --> 00:50:47.282
were going to do,

00:50:47.302 --> 00:50:49.021
we were going to plan a luncheon for

00:50:49.041 --> 00:50:49.161
you.

00:50:49.181 --> 00:50:50.541
We're going to hit all the logistics.

00:50:51.021 --> 00:50:52.182
We're going to do a little, you know,

00:50:52.202 --> 00:50:54.443
little birthday party two or three weeks

00:50:54.882 --> 00:50:57.284
before or after your eightieth birthday.

00:50:57.304 --> 00:50:58.384
So he's seventy nine years old.

00:50:59.103 --> 00:51:00.864
And I'm talking about something that now

00:51:00.923 --> 00:51:01.925
this is like genuine.

00:51:02.045 --> 00:51:04.264
I mentioned this to the therapist and all

00:51:04.284 --> 00:51:04.465
this.

00:51:06.105 --> 00:51:07.085
Before the therapist left,

00:51:07.106 --> 00:51:08.425
before it got soiled and all that,

00:51:08.485 --> 00:51:08.585
so

00:51:09.855 --> 00:51:11.155
we're like, we are like,

00:51:11.476 --> 00:51:12.675
we are actually going to do this.

00:51:12.735 --> 00:51:13.876
Like nothing big,

00:51:13.916 --> 00:51:15.456
like a luncheon somewhere nearby,

00:51:16.018 --> 00:51:17.398
somewhere nearby the client's place.

00:51:17.458 --> 00:51:17.677
Like,

00:51:18.239 --> 00:51:19.619
so it's not like a burden to them,

00:51:20.059 --> 00:51:20.719
but we'll, you know,

00:51:20.739 --> 00:51:22.380
we'll get whatever cake and balloons and

00:51:22.400 --> 00:51:24.260
we'll make like a little birthday luncheon

00:51:24.280 --> 00:51:25.240
or whatever for this client,

00:51:25.802 --> 00:51:27.902
because it's good to do.

00:51:28.222 --> 00:51:29.443
Maybe we'll get word of mouth referrals

00:51:29.463 --> 00:51:29.643
from it.

00:51:29.663 --> 00:51:31.063
It's going to make the client feel good.

00:51:31.083 --> 00:51:31.503
And like,

00:51:31.523 --> 00:51:33.244
they're working with the right practice.

00:51:35.905 --> 00:51:36.626
And it's a memorable,

00:51:36.925 --> 00:51:37.606
memorable experience.

00:51:37.626 --> 00:51:38.126
Like how many,

00:51:39.105 --> 00:51:39.686
respectfully,

00:51:40.827 --> 00:51:42.688
how many clients at Fox Rehab are getting

00:51:43.648 --> 00:51:48.293
full-on lunches or parties for a seventy

00:51:48.313 --> 00:51:50.596
or eighty or ninety-year-old milestone?

00:51:51.757 --> 00:51:53.498
Maybe Fox does it here and there,

00:51:53.599 --> 00:51:54.659
but probably not that often.

00:51:55.079 --> 00:51:56.021
They'll do something.

00:51:57.601 --> 00:51:58.583
Usually it's clinician-driven.

00:51:58.603 --> 00:51:59.884
The clinician will be like, I see you.

00:52:00.625 --> 00:52:02.327
And the clinician has a budget or

00:52:02.347 --> 00:52:03.608
something from the company?

00:52:04.007 --> 00:52:04.509
I can't remember.

00:52:05.284 --> 00:52:06.266
Usually if they ask and they have a

00:52:06.286 --> 00:52:07.626
good thing, Fox is like, do it.

00:52:08.286 --> 00:52:08.907
Like Fox was like,

00:52:08.947 --> 00:52:10.108
if you give me half of a night,

00:52:10.168 --> 00:52:12.389
like if got it, do it.

00:52:13.831 --> 00:52:15.331
Like almost like the guy from Zappos was

00:52:15.351 --> 00:52:16.572
like, this problem,

00:52:16.592 --> 00:52:17.592
this problem is less than five hundred

00:52:17.612 --> 00:52:17.833
dollars.

00:52:17.853 --> 00:52:19.333
Just do it.

00:52:19.373 --> 00:52:22.617
Do it.

00:52:22.657 --> 00:52:22.777
Yeah.

00:52:22.797 --> 00:52:24.498
So I know I don't have a lot

00:52:24.538 --> 00:52:24.918
of time left,

00:52:24.938 --> 00:52:26.119
but I was just saying these are the

00:52:26.139 --> 00:52:27.579
things I'm working on right now to make

00:52:27.599 --> 00:52:29.481
sure that we keep a relationship with our

00:52:29.521 --> 00:52:30.041
clients.

00:52:30.661 --> 00:52:33.483
That's that's tied to,

00:52:33.523 --> 00:52:34.905
but not necessarily connected to.

00:52:35.925 --> 00:52:36.945
our staff physical therapist,

00:52:36.965 --> 00:52:37.905
whether they're there or not.

00:52:38.226 --> 00:52:39.226
Go ahead.

00:52:39.527 --> 00:52:40.288
What do you got?

00:52:40.327 --> 00:52:41.407
Here's my next question.

00:52:41.889 --> 00:52:44.690
Dave, Ben wants you to call him.

00:52:44.730 --> 00:52:47.092
You can call in, dude.

00:52:47.152 --> 00:52:48.152
I don't think I've been his number.

00:52:48.452 --> 00:52:49.273
Do you have his number from when he

00:52:49.313 --> 00:52:49.733
last called?

00:52:49.753 --> 00:52:51.193
Did you save his contact?

00:52:51.514 --> 00:52:53.755
Phone is plugged in, I believe.

00:52:53.956 --> 00:52:55.237
Can you give Jimmy a ring real quick?

00:52:55.737 --> 00:52:56.336
Numbers on the screen.

00:52:56.356 --> 00:52:56.998
It's my actual number.

00:52:57.737 --> 00:52:58.639
Don't be spamming me at three in the

00:52:58.659 --> 00:52:58.818
morning.

00:52:59.199 --> 00:52:59.759
Oh, I took it off.

00:53:01.260 --> 00:53:03.641
My question would be, how do you

00:53:05.492 --> 00:53:07.452
Do things like the lunch for the guy

00:53:07.472 --> 00:53:08.572
who dropped seventy grand.

00:53:09.393 --> 00:53:11.735
How do you identify clients who have spent

00:53:12.014 --> 00:53:14.275
ten grand to make them become seventy

00:53:14.295 --> 00:53:15.735
grand?

00:53:15.755 --> 00:53:17.016
This is not easy.

00:53:17.056 --> 00:53:18.518
This might this is like, oh,

00:53:18.577 --> 00:53:20.577
that's how do we spot those?

00:53:20.597 --> 00:53:21.798
Right.

00:53:21.818 --> 00:53:22.659
I don't know the answer,

00:53:22.699 --> 00:53:24.239
but that is why we do it with

00:53:24.539 --> 00:53:25.601
seven minutes left in the show,

00:53:25.621 --> 00:53:26.721
because that's how we get you to come

00:53:26.880 --> 00:53:28.681
back.

00:53:28.722 --> 00:53:30.001
We should talk about that's what we should

00:53:30.043 --> 00:53:30.782
do in the group chat.

00:53:31.690 --> 00:53:32.369
You have to put it in the group

00:53:32.389 --> 00:53:33.650
chat because in four minutes,

00:53:33.931 --> 00:53:34.931
I will forget about this.

00:53:35.411 --> 00:53:36.552
I know how my brain works.

00:53:36.612 --> 00:53:38.353
I will never think of this idea again.

00:53:38.974 --> 00:53:39.355
But Ben,

00:53:39.394 --> 00:53:40.315
if you want to call it and talk

00:53:40.335 --> 00:53:41.356
to Dave now, you can do so.

00:53:43.777 --> 00:53:45.398
So without that.

00:53:45.619 --> 00:53:46.259
Also, Ben,

00:53:46.820 --> 00:53:48.420
I'll send you a DM on LinkedIn.

00:53:48.440 --> 00:53:49.440
I know that's where we connected.

00:53:49.740 --> 00:53:50.902
And I probably have your email somewhere,

00:53:50.922 --> 00:53:50.981
but.

00:53:51.001 --> 00:53:51.081
Okay.

00:53:51.101 --> 00:53:52.503
All right.

00:53:52.583 --> 00:53:53.643
Well, since Ben's not calling,

00:53:53.664 --> 00:53:54.784
I feel lonely.

00:53:54.804 --> 00:53:56.726
Do you want to do parting shots?

00:53:58.978 --> 00:54:00.699
Sure.

00:54:00.719 --> 00:54:03.260
I know we had other topics lined up.

00:54:03.380 --> 00:54:06.101
This is the beauty of live.

00:54:06.740 --> 00:54:08.161
And I threw a bunch at you.

00:54:08.242 --> 00:54:08.762
Obviously,

00:54:08.942 --> 00:54:11.242
Jimmy's an absolute pro and handled like

00:54:11.262 --> 00:54:13.623
the curveball scenario and stories

00:54:14.103 --> 00:54:14.503
perfectly.

00:54:15.824 --> 00:54:16.403
But yeah, for me,

00:54:16.463 --> 00:54:19.005
it's just the more we I have these

00:54:19.045 --> 00:54:20.885
challenges in the business,

00:54:21.664 --> 00:54:23.485
the better I can tweak

00:54:24.907 --> 00:54:26.246
and make sure that they either don't

00:54:26.266 --> 00:54:27.588
happen or they happen in a different

00:54:27.628 --> 00:54:30.027
fashion or like you learn from them and

00:54:30.088 --> 00:54:31.989
you have an action plan moving forward,

00:54:32.048 --> 00:54:35.369
whether it's identifying a better or more

00:54:35.489 --> 00:54:37.769
ideal teammate, team member, staff member,

00:54:38.951 --> 00:54:43.431
or how to find and retain your ideal

00:54:43.811 --> 00:54:44.672
patient or client.

00:54:44.692 --> 00:54:48.373
It just takes, sometimes there's like,

00:54:48.992 --> 00:54:50.373
for me, it's like, I don't,

00:54:50.753 --> 00:54:52.514
I can't always learn or improve

00:54:54.722 --> 00:54:56.443
Unless I feel the pain in the scar

00:54:56.463 --> 00:54:58.543
tissue of like what happens when things go

00:54:58.563 --> 00:54:58.864
wrong.

00:54:59.244 --> 00:55:00.646
The only way when I was training

00:55:00.666 --> 00:55:01.346
broadcasters,

00:55:01.385 --> 00:55:02.487
we could put them in a studio,

00:55:02.507 --> 00:55:03.768
a production studio did not go on the

00:55:03.827 --> 00:55:04.967
air and you could play fake radio.

00:55:05.148 --> 00:55:06.989
They didn't learn anything because there

00:55:07.010 --> 00:55:08.630
was no, there was no way to fail.

00:55:08.951 --> 00:55:10.010
You can't have a kid learn how to

00:55:10.030 --> 00:55:11.572
ride a bike unless there's a chance of

00:55:11.632 --> 00:55:11.952
falling.

00:55:12.112 --> 00:55:12.193
I,

00:55:12.793 --> 00:55:13.733
I'm sure there's people out there who

00:55:13.753 --> 00:55:15.855
study research or sorry, study learning.

00:55:15.994 --> 00:55:16.315
There are,

00:55:16.355 --> 00:55:17.755
there's a lot of them and that's it.

00:55:17.916 --> 00:55:20.217
Unless there are stakes, we don't learn.

00:55:21.898 --> 00:55:22.739
Oh, hang on.

00:55:22.778 --> 00:55:23.219
Ben's calling.

00:55:26.583 --> 00:55:27.063
Let's go along.

00:55:27.505 --> 00:55:28.646
PT Breakfast Club, you're on the air.

00:55:29.646 --> 00:55:30.527
Am I live on the air?

00:55:30.606 --> 00:55:31.168
Live on the air.

00:55:31.708 --> 00:55:32.329
Can you hear him okay, Dave?

00:55:32.349 --> 00:55:32.429
Good.

00:55:32.449 --> 00:55:32.849
All right.

00:55:33.789 --> 00:55:34.550
What do you got for us, Ben?

00:55:35.711 --> 00:55:37.032
This is a little outside the box,

00:55:37.072 --> 00:55:38.353
especially for what he's doing,

00:55:38.393 --> 00:55:39.735
but it's not outside the box for the

00:55:39.755 --> 00:55:40.215
industry.

00:55:41.175 --> 00:55:42.956
This is where RTM,

00:55:42.976 --> 00:55:44.038
for lack of a better word,

00:55:44.057 --> 00:55:45.679
but digital health backup,

00:55:46.460 --> 00:55:47.740
creates that connection between

00:55:47.760 --> 00:55:49.543
appointments to the brand and less so to

00:55:49.583 --> 00:55:50.864
the therapists themselves.

00:55:51.737 --> 00:55:52.677
So in theory,

00:55:53.159 --> 00:55:54.898
like let's say this high value patients

00:55:54.958 --> 00:55:56.840
are spending a ton of money and he

00:55:56.860 --> 00:55:58.579
gets them a tonal or I mean something

00:55:58.740 --> 00:56:01.340
nice to get a really nice experience of

00:56:01.882 --> 00:56:03.501
in-between session management.

00:56:04.443 --> 00:56:06.242
And that's connected to some internal

00:56:06.302 --> 00:56:08.123
staff he has that's not the specific

00:56:08.164 --> 00:56:08.684
therapist.

00:56:09.483 --> 00:56:11.385
You'd think that maybe that would tie the

00:56:11.425 --> 00:56:13.206
patient back to like a real... Yeah.

00:56:14.436 --> 00:56:16.541
like really to the brand and not so

00:56:16.581 --> 00:56:18.485
much just the PC coming to their house.

00:56:18.945 --> 00:56:19.608
That was my idea.

00:56:19.827 --> 00:56:20.148
Yeah.

00:56:20.228 --> 00:56:20.710
I love it.

00:56:20.889 --> 00:56:21.391
I love it, Ben.

00:56:21.411 --> 00:56:21.871
Can you hear me?

00:56:23.034 --> 00:56:23.235
Yep.

00:56:23.976 --> 00:56:24.518
That was awesome.

00:56:25.130 --> 00:56:25.751
Yeah,

00:56:25.771 --> 00:56:26.972
make them fall in love with the coffee

00:56:26.992 --> 00:56:27.333
shop.

00:56:28.094 --> 00:56:29.655
So if your favorite barista leaves...

00:56:30.074 --> 00:56:31.215
Not the barista.

00:56:31.295 --> 00:56:31.757
Exactly.

00:56:32.496 --> 00:56:33.038
Yeah, I mean,

00:56:33.077 --> 00:56:34.518
you may still like the barista and she's

00:56:34.559 --> 00:56:35.880
pretty and she went somewhere else and

00:56:35.920 --> 00:56:37.201
maybe you go there once in a while,

00:56:37.280 --> 00:56:39.543
but you've got this nice equipment in your

00:56:39.583 --> 00:56:40.664
house that was sent to you.

00:56:40.744 --> 00:56:42.766
Again, I mean, tonal is expensive,

00:56:42.806 --> 00:56:44.146
but maybe something.

00:56:44.206 --> 00:56:45.068
Something that is a...

00:56:45.728 --> 00:56:47.088
It ties them to someone who checks in

00:56:47.108 --> 00:56:49.150
on them daily between the appointments.

00:56:49.190 --> 00:56:49.692
Yep.

00:56:49.711 --> 00:56:52.454
They're getting some feedback, some nice

00:56:53.567 --> 00:56:55.128
Computer vision, I don't know.

00:56:55.168 --> 00:56:56.469
Something where you spend a little money

00:56:56.489 --> 00:56:57.869
to get the brand tie in,

00:56:57.949 --> 00:56:59.110
more so than a trinket,

00:56:59.590 --> 00:57:01.012
but something that ties it back to,

00:57:01.211 --> 00:57:03.333
I'm your physical therapy provider,

00:57:03.793 --> 00:57:05.375
and that's just the human that's coming to

00:57:05.394 --> 00:57:05.514
you.

00:57:05.755 --> 00:57:06.835
We like the human.

00:57:06.856 --> 00:57:07.757
You should love the human.

00:57:07.777 --> 00:57:09.938
The human's great, but the brand is great.

00:57:09.978 --> 00:57:10.659
We brought you the human.

00:57:10.679 --> 00:57:10.958
I love it.

00:57:10.978 --> 00:57:13.681
We brought you the humans, too,

00:57:13.721 --> 00:57:14.661
that are great, too.

00:57:15.242 --> 00:57:16.182
You love us.

00:57:16.382 --> 00:57:17.284
We bring you the humans.

00:57:17.744 --> 00:57:18.945
And even if that human leaves,

00:57:19.144 --> 00:57:21.327
the central hub knows what's going on with

00:57:21.347 --> 00:57:21.547
you,

00:57:22.047 --> 00:57:23.248
and there's not going to be a drop-off.

00:57:25.048 --> 00:57:26.009
Yep.

00:57:26.228 --> 00:57:26.309
Is,

00:57:26.548 --> 00:57:28.469
is anyone doing that in physical therapy,

00:57:28.489 --> 00:57:31.829
Ben, or any, or, or something like that?

00:57:33.010 --> 00:57:33.190
Yeah.

00:57:33.210 --> 00:57:34.590
I mean, like, like a genie, that's what,

00:57:34.690 --> 00:57:34.851
I mean,

00:57:34.871 --> 00:57:37.170
that's most hybrid programs lead with

00:57:37.190 --> 00:57:39.411
digital first and the human part of like,

00:57:39.911 --> 00:57:40.172
Hey,

00:57:40.192 --> 00:57:41.891
we're doing all this stuff every day with

00:57:41.911 --> 00:57:42.532
you digitally.

00:57:42.952 --> 00:57:43.692
And then you need to come in the

00:57:43.711 --> 00:57:44.592
clinic for two visits.

00:57:44.612 --> 00:57:45.813
Cause I heard you have this kink in

00:57:45.833 --> 00:57:46.132
your neck.

00:57:46.152 --> 00:57:46.873
We need to get out.

00:57:47.552 --> 00:57:47.873
But it's,

00:57:48.092 --> 00:57:49.594
but like those visits and clinics almost

00:57:49.614 --> 00:57:51.333
become arbitrary of who you're going to

00:57:51.373 --> 00:57:51.534
see.

00:57:52.302 --> 00:57:55.384
versus your care coordinator, manager,

00:57:55.804 --> 00:57:56.423
overlord,

00:57:57.065 --> 00:58:00.226
therapist group who's dealing with you on

00:58:00.266 --> 00:58:00.887
a day-to-day basis.

00:58:00.907 --> 00:58:01.007
Yep.

00:58:02.085 --> 00:58:02.824
Yeah.

00:58:02.844 --> 00:58:04.204
I'm going to get my oil changed in

00:58:04.224 --> 00:58:05.065
a couple of hours.

00:58:05.706 --> 00:58:07.885
And the last place I was going,

00:58:08.005 --> 00:58:09.666
I had my guy and he knew,

00:58:09.985 --> 00:58:11.027
hey man, you're going to need tires.

00:58:11.086 --> 00:58:12.126
And I knew he was only telling me

00:58:12.146 --> 00:58:13.686
when I needed tires, when I needed tires.

00:58:13.706 --> 00:58:15.067
He wasn't trying to sell me tires.

00:58:16.086 --> 00:58:17.568
And I would call sometimes and be like,

00:58:17.608 --> 00:58:19.068
I'm going to get you in when we

00:58:19.088 --> 00:58:19.668
have no openings.

00:58:19.708 --> 00:58:20.728
But if you show up here,

00:58:20.788 --> 00:58:21.768
I got a couple of guys that can

00:58:21.788 --> 00:58:23.028
sneak you in.

00:58:23.429 --> 00:58:25.248
But I had the affiliation with the brand.

00:58:26.289 --> 00:58:28.050
And they had my guy.

00:58:28.210 --> 00:58:29.829
If the guy left, I'd be like, oh,

00:58:29.849 --> 00:58:30.309
it sucks.

00:58:30.369 --> 00:58:30.650
I don't know.

00:58:32.925 --> 00:58:33.407
Yeah, and it's tough.

00:58:33.447 --> 00:58:34.726
You're building a concierge brand which is

00:58:34.766 --> 00:58:37.728
going to rely on that therapist being a

00:58:37.789 --> 00:58:38.628
great seller.

00:58:38.989 --> 00:58:40.190
You talked about how you have scripts.

00:58:40.289 --> 00:58:41.250
I get it.

00:58:41.269 --> 00:58:42.431
This is a really tough...

00:58:42.490 --> 00:58:43.851
If you were Quora,

00:58:44.572 --> 00:58:45.692
this isn't a tough sell.

00:58:46.552 --> 00:58:48.773
It's because you are specifically creating

00:58:48.813 --> 00:58:51.494
a brand to specifically create a real

00:58:52.315 --> 00:58:54.175
selling therapist, it becomes tough.

00:58:55.317 --> 00:58:56.297
It becomes what?

00:58:56.356 --> 00:59:00.778
You said it becomes what?

00:59:02.168 --> 00:59:04.630
much tougher to get brand loyalty when

00:59:04.650 --> 00:59:06.851
your brand is all about personal loyalty.

00:59:07.210 --> 00:59:08.132
It's tough.

00:59:08.231 --> 00:59:08.492
Right.

00:59:08.512 --> 00:59:10.233
Because you're selling one thing but

00:59:10.353 --> 00:59:11.152
asking for another.

00:59:11.273 --> 00:59:13.134
You're saying, come for the people,

00:59:13.655 --> 00:59:15.735
but love the static thing.

00:59:15.775 --> 00:59:18.398
This is why Tim Cook has more followers

00:59:18.418 --> 00:59:18.938
than Apple.

00:59:19.847 --> 00:59:20.867
We follow people.

00:59:21.206 --> 00:59:22.827
So you're trying to reverse engineer that,

00:59:22.847 --> 00:59:24.027
which is, but I,

00:59:24.547 --> 00:59:25.949
if Tim Cook left and started making

00:59:25.989 --> 00:59:26.268
phones,

00:59:26.309 --> 00:59:27.489
I'd probably stick with Apple because

00:59:27.509 --> 00:59:28.128
you're like, I get it.

00:59:28.148 --> 00:59:29.949
Tim Cook is a representative of Apple.

00:59:30.969 --> 00:59:31.570
Does that make sense?

00:59:31.650 --> 00:59:32.409
Or am I talking in circles?

00:59:32.429 --> 00:59:32.911
It makes sense.

00:59:32.951 --> 00:59:33.731
It can make sense.

00:59:33.971 --> 00:59:38.512
And that's not an easy answer.

00:59:38.552 --> 00:59:39.572
So I can see Dave tomorrow.

00:59:39.632 --> 00:59:41.452
Free totals if you spend twenty grand.

00:59:42.788 --> 00:59:42.927
Well,

00:59:43.007 --> 00:59:44.429
I was just looking up because I know

00:59:45.108 --> 00:59:46.349
you and Tony were talking about the price

00:59:46.409 --> 00:59:46.789
recently.

00:59:46.869 --> 00:59:48.409
So it's like four grand for a tonal.

00:59:48.809 --> 00:59:49.130
Is it?

00:59:50.289 --> 00:59:50.409
Yeah.

00:59:50.449 --> 00:59:50.670
Right?

00:59:50.750 --> 00:59:51.130
Now, of course,

00:59:51.150 --> 00:59:51.971
they can be cheaper if they're

00:59:51.990 --> 00:59:52.391
refurbished.

00:59:52.411 --> 00:59:54.891
But so I think this is a great

00:59:54.952 --> 00:59:56.192
idea because I was thinking,

00:59:56.271 --> 00:59:58.072
and Ben knows this because he's done home

00:59:58.092 --> 00:59:59.293
care and home visits on that.

00:59:59.873 --> 01:00:01.494
There are certain, like in New York City,

01:00:01.514 --> 01:00:02.614
there's a company called Pravadas.

01:00:02.634 --> 01:00:05.954
They do in-home nurse, CNA,

01:00:07.014 --> 01:00:08.556
home health aid type of service.

01:00:09.135 --> 01:00:10.976
There's someone who is delivering the core

01:00:10.996 --> 01:00:11.396
service.

01:00:12.983 --> 01:00:13.784
however many hours.

01:00:14.184 --> 01:00:15.065
But then there's also like a,

01:00:16.085 --> 01:00:18.485
there's like a rotating nurse or like

01:00:18.545 --> 01:00:20.186
nurse case manager or whatever they call

01:00:20.206 --> 01:00:20.306
them.

01:00:20.666 --> 01:00:23.447
And they come in like every month,

01:00:23.608 --> 01:00:25.688
but just like for a brief visit,

01:00:26.329 --> 01:00:27.969
which that still would be,

01:00:28.289 --> 01:00:29.570
if I were to do something like that,

01:00:29.889 --> 01:00:33.391
that still is time and money to have

01:00:33.411 --> 01:00:34.291
a team member do that.

01:00:34.311 --> 01:00:35.773
Whether it was me or someone else that

01:00:35.793 --> 01:00:37.373
was like checking in,

01:00:37.413 --> 01:00:38.713
but like trying to build like a side

01:00:38.753 --> 01:00:39.373
relationship.

01:00:40.307 --> 01:00:44.391
And Ben's idea might actually be the same

01:00:44.431 --> 01:00:44.931
price,

01:00:45.253 --> 01:00:47.894
maybe even cheaper to deliver them

01:00:47.994 --> 01:00:51.318
something like a tonal that also helps

01:00:51.338 --> 01:00:53.460
them with movement, helps them stay,

01:00:53.500 --> 01:00:55.181
you know, keep their progress,

01:00:55.202 --> 01:00:56.083
their gains, all that.

01:00:56.543 --> 01:01:00.085
But without the cost of an ongoing human

01:01:00.367 --> 01:01:04.289
visiting them for check ins and like a

01:01:04.349 --> 01:01:05.251
like a progress report.

01:01:05.271 --> 01:01:05.972
Does that make sense, Ben?

01:01:07.572 --> 01:01:08.012
It does.

01:01:08.052 --> 01:01:09.213
And these are people who are probably

01:01:09.233 --> 01:01:10.255
mobile and they travel.

01:01:10.295 --> 01:01:12.036
And then you also have the ability to

01:01:12.617 --> 01:01:13.438
do telehealth.

01:01:13.458 --> 01:01:14.840
You have the ability to engage them

01:01:15.300 --> 01:01:16.041
wherever they are.

01:01:16.061 --> 01:01:16.240
Right.

01:01:16.362 --> 01:01:19.525
All right.

01:01:21.295 --> 01:01:21.434
Ben?

01:01:21.534 --> 01:01:22.657
Real quick, other than Tonal,

01:01:23.838 --> 01:01:24.918
are there other things like that?

01:01:24.998 --> 01:01:26.559
Or is Tonal the best one with the

01:01:26.601 --> 01:01:27.240
technology?

01:01:27.280 --> 01:01:28.422
No, let's go with them.

01:01:28.442 --> 01:01:29.443
Personalize it.

01:01:29.563 --> 01:01:31.045
I don't know that you need to go

01:01:31.105 --> 01:01:32.445
Tonal, but there's stuff like it.

01:01:32.465 --> 01:01:33.007
There's Mirror.

01:01:33.027 --> 01:01:33.927
There's stuff like it,

01:01:33.947 --> 01:01:36.670
but one step down would be something with

01:01:36.710 --> 01:01:38.592
computer vision, like a Chemtide product,

01:01:39.172 --> 01:01:40.954
where it's a pretty nice experience.

01:01:41.094 --> 01:01:41.514
HyperX.

01:01:42.739 --> 01:01:46.262
Yeah, I mean, there's stuff.

01:01:46.481 --> 01:01:47.242
I don't think you have to go as

01:01:47.282 --> 01:01:48.262
high as Total.

01:01:48.282 --> 01:01:49.324
No, you could do... I mean, Hyperice,

01:01:49.443 --> 01:01:50.043
I'm working with them.

01:01:50.063 --> 01:01:51.666
They gave me one of everything they owned

01:01:51.846 --> 01:01:53.266
because they were just like, test it out.

01:01:53.286 --> 01:01:54.086
Tell us what to do.

01:01:54.427 --> 01:01:55.047
And I was like, okay.

01:01:55.487 --> 01:01:56.628
And I liked their stuff before,

01:01:56.648 --> 01:01:57.570
but now that it's in my living room,

01:01:57.590 --> 01:01:58.630
I'm like, this is cool.

01:01:59.891 --> 01:02:01.434
Like I put those stupid boots on for

01:02:01.474 --> 01:02:02.914
like two hours and I'm just like, do,

01:02:02.954 --> 01:02:04.135
do, do, this is great.

01:02:04.356 --> 01:02:05.137
I'm recovering.

01:02:05.318 --> 01:02:06.679
And they are, they are awesome.

01:02:06.699 --> 01:02:08.139
But yeah, yeah, make it personal to them.

01:02:08.219 --> 01:02:09.422
Like you said, if they're a golfer,

01:02:10.081 --> 01:02:10.563
it'd be great.

01:02:10.583 --> 01:02:11.844
If they're not a golfer, this is like,

01:02:11.884 --> 01:02:12.744
yeah, okay, cool.

01:02:12.824 --> 01:02:14.106
Like, but like, so make it personal.

01:02:14.146 --> 01:02:15.568
Listen, I think that's the answer.

01:02:16.840 --> 01:02:17.360
Yeah,

01:02:17.400 --> 01:02:18.940
but I think this applies to the plan

01:02:18.981 --> 01:02:19.322
of care.

01:02:19.342 --> 01:02:21.182
So it's not just like a trinket of

01:02:21.242 --> 01:02:21.563
a bobblehead.

01:02:21.583 --> 01:02:21.842
Agreed.

01:02:21.923 --> 01:02:22.264
Agreed.

01:02:22.764 --> 01:02:23.043
Yes.

01:02:23.505 --> 01:02:23.724
Yeah.

01:02:23.764 --> 01:02:25.425
But if they're a runner and then like

01:02:25.445 --> 01:02:26.947
you get them some dope running stuff,

01:02:26.987 --> 01:02:29.449
that's like double word score because it's

01:02:29.489 --> 01:02:29.989
like, oh,

01:02:30.028 --> 01:02:32.190
it's dope and it's related and it's

01:02:32.231 --> 01:02:33.811
related pointed at me.

01:02:35.146 --> 01:02:36.427
But if I'm not a golfer, it's like,

01:02:36.547 --> 01:02:37.068
cool.

01:02:37.088 --> 01:02:38.208
I guess I'll give this to my buddy.

01:02:38.369 --> 01:02:39.289
But yes, agreed.

01:02:39.670 --> 01:02:40.951
This is why there's a whole industry where

01:02:40.971 --> 01:02:42.431
you can spend... Alright, Ben.

01:02:42.452 --> 01:02:42.893
Appreciate it, man.

01:02:42.913 --> 01:02:44.634
Thank you, Ben.

01:02:44.653 --> 01:02:46.775
There's a whole industry where it was like

01:02:46.855 --> 01:02:47.876
employee gifts.

01:02:48.155 --> 01:02:50.297
Because giving me a gift doesn't land.

01:02:50.717 --> 01:02:51.858
So there's a thing where you can spend

01:02:51.878 --> 01:02:53.280
a thousand dollars and then the employee

01:02:53.300 --> 01:02:54.960
gets a magazine where everything in the

01:02:55.021 --> 01:02:57.282
magazine is under their plan.

01:02:57.302 --> 01:02:58.083
Do you know what I mean?

01:02:58.563 --> 01:02:59.264
So now it's like,

01:02:59.503 --> 01:03:01.204
I don't really know this guy well enough.

01:03:01.344 --> 01:03:02.626
I know he's great at accounting,

01:03:02.766 --> 01:03:03.086
but like...

01:03:03.626 --> 01:03:04.447
Now let him pick.

01:03:04.467 --> 01:03:04.807
All right.

01:03:04.827 --> 01:03:05.807
You already did your parting shot?

01:03:05.827 --> 01:03:06.789
Yeah.

01:03:06.849 --> 01:03:08.110
Yeah, go ahead.

01:03:08.130 --> 01:03:09.311
My parting shot would be don't be an

01:03:09.431 --> 01:03:09.751
Eeyore.

01:03:10.070 --> 01:03:11.891
No one likes an Eeyore.

01:03:12.793 --> 01:03:13.994
You might not be an Eeyore,

01:03:14.014 --> 01:03:15.394
but if you're here and you don't like

01:03:15.414 --> 01:03:16.976
it here, you're an Eeyore here.

01:03:17.036 --> 01:03:18.135
Go somewhere else where you could be a

01:03:18.195 --> 01:03:21.077
Tigger or a Poe, right?

01:03:21.318 --> 01:03:24.380
Go somewhere else, but don't be an Eeyore.

01:03:24.519 --> 01:03:26.221
No one likes the Eeyores at all.

01:03:26.722 --> 01:03:27.641
We're back on Thursday.

01:03:27.702 --> 01:03:28.702
Dave's going to remind me what we're

01:03:28.722 --> 01:03:29.844
supposed to talk about next because

01:03:29.884 --> 01:03:31.844
surprisingly, I've already forgot.

01:03:33.398 --> 01:03:33.599
That's it.

01:03:33.619 --> 01:03:33.878
We're out.

01:03:33.898 --> 01:03:35.400
Boys, what the hell are you doing?

01:03:35.440 --> 01:03:38.262
Follow Tony Maritano on YouTube at Total

01:03:38.302 --> 01:03:39.342
Therapy Solution.

01:03:39.402 --> 01:03:40.382
Find Dave Kittle at

01:03:40.402 --> 01:03:43.605
ConciergePainRelief.com and on YouTube at

01:03:43.625 --> 01:03:44.786
The Dave Kittle Show.

01:03:45.126 --> 01:03:48.027
And follow Jimmy McKay at PT Podcasts on

01:03:48.168 --> 01:03:49.449
YouTube, the socials,

01:03:49.528 --> 01:03:51.309
and wherever you binge podcasts you

01:03:51.329 --> 01:03:53.012
pretend are for CEUs.

01:03:53.291 --> 01:03:54.733
And hey, just a reminder,

01:03:55.233 --> 01:03:56.494
none of this was for advice.

01:03:56.514 --> 01:03:57.994
This was for entertainment only.

01:03:58.355 --> 01:03:59.695
Our lawyers say that counts.

01:03:59.795 --> 01:04:00.697
Thanks, Keith.