Physical Therapy Sales Secrets: Strategies to Grow Your Client Base

WEBVTT

00:00:21.922 --> 00:00:23.024
No, just got a notification.

00:00:23.344 --> 00:00:24.004
Apparently we're live.

00:00:24.844 --> 00:00:26.385
Welcome back to PT Breakfast Club.

00:00:26.425 --> 00:00:27.426
I'm your host, Shimon McKay.

00:00:28.167 --> 00:00:29.408
We will be digging into

00:00:29.527 --> 00:00:31.710
things that I think lurks

00:00:32.070 --> 00:00:33.411
in the Facebook groups

00:00:33.710 --> 00:00:34.731
around our profession and

00:00:34.792 --> 00:00:35.712
other professions too,

00:00:35.731 --> 00:00:37.874
which is how to get people in the door.

00:00:37.914 --> 00:00:39.734
They say don't judge a book by its cover,

00:00:39.795 --> 00:00:41.076
but why do books have covers?

00:00:42.076 --> 00:00:43.578
So how can you entice people

00:00:43.658 --> 00:00:46.039
to pay attention and eventually,

00:00:46.098 --> 00:00:48.640
hopefully, hopefully spend time with you?

00:00:48.680 --> 00:00:49.682
How much should you be

00:00:49.701 --> 00:00:50.622
giving away for free?

00:00:51.826 --> 00:00:52.786
or should you gatekeep

00:00:53.246 --> 00:00:54.226
literally everything?

00:00:54.267 --> 00:00:55.046
We'll dig into that.

00:00:55.506 --> 00:00:57.527
So today, the episode titled,

00:00:57.646 --> 00:00:59.128
Physical Therapy Sales Secrets,

00:00:59.268 --> 00:01:01.427
Live Strategies to Grow Your Client Base.

00:01:01.927 --> 00:01:02.548
And as always,

00:01:02.588 --> 00:01:04.608
wanna set the stage if you have questions,

00:01:04.688 --> 00:01:06.709
comments, success stories,

00:01:07.310 --> 00:01:08.909
or if you think we're being cryptic,

00:01:10.109 --> 00:01:12.131
you can write in the comments below.

00:01:12.350 --> 00:01:13.171
Without further ado,

00:01:13.191 --> 00:01:14.811
let's bring in my co-host today,

00:01:15.012 --> 00:01:17.611
as always, from the land of Ohio,

00:01:17.691 --> 00:01:20.593
Tony Meritato, and from Gotham City,

00:01:21.584 --> 00:01:22.265
Dave Kittle.

00:01:22.364 --> 00:01:22.945
Welcome, gentlemen.

00:01:23.846 --> 00:01:25.147
Dave is the Batman,

00:01:25.308 --> 00:01:26.489
the Batman of the show.

00:01:26.549 --> 00:01:28.731
I saw you running shirtless by, was that,

00:01:28.793 --> 00:01:29.212
what bridge,

00:01:29.233 --> 00:01:30.495
was that the George Washington Bridge?

00:01:31.656 --> 00:01:33.938
No, that was Verrazano, South Brooklyn.

00:01:34.799 --> 00:01:35.700
The Forgotten Bridge.

00:01:36.414 --> 00:01:36.653
You know,

00:01:36.713 --> 00:01:38.015
it's funny talking about running

00:01:38.055 --> 00:01:38.495
shirtless.

00:01:38.515 --> 00:01:41.075
So I grew up in South, in middle Florida,

00:01:41.156 --> 00:01:43.856
like Sarasota, everybody was shirtless.

00:01:44.436 --> 00:01:45.697
My first physical therapy

00:01:45.737 --> 00:01:47.578
clinic was a block from the beach.

00:01:48.218 --> 00:01:49.799
Patients would ride up on their bike.

00:01:49.840 --> 00:01:51.439
They'd be covered in like

00:01:51.581 --> 00:01:54.201
baby oil and no clothes

00:01:54.262 --> 00:01:55.141
except their swimsuits.

00:01:55.802 --> 00:01:56.903
To me, it was totally normal.

00:01:56.923 --> 00:01:57.862
Like that was my life.

00:01:57.923 --> 00:01:59.164
Then I come to Ohio.

00:01:59.823 --> 00:02:00.965
And I remember mowing the

00:02:00.986 --> 00:02:02.188
grass shirtless and

00:02:02.409 --> 00:02:03.489
everybody around the

00:02:03.530 --> 00:02:04.772
neighborhood was looking at me like,

00:02:05.052 --> 00:02:06.495
what the heck are you doing?

00:02:06.715 --> 00:02:07.837
Put clothes on.

00:02:08.778 --> 00:02:09.621
Too conservative.

00:02:10.480 --> 00:02:11.901
Yeah, it was.

00:02:11.981 --> 00:02:13.683
Now I wouldn't even dream of

00:02:13.743 --> 00:02:14.985
going out without a shirt.

00:02:15.885 --> 00:02:17.288
It's just such a different culture.

00:02:17.768 --> 00:02:18.628
Time and place, man.

00:02:18.929 --> 00:02:20.210
I did one of my PT clinical

00:02:20.229 --> 00:02:21.632
rotations or sorry,

00:02:21.651 --> 00:02:22.973
like my observation hours

00:02:23.913 --> 00:02:25.395
in Myrtle Beach.

00:02:26.475 --> 00:02:28.638
And I remember like same thing,

00:02:28.677 --> 00:02:29.598
like someone walking in in

00:02:29.639 --> 00:02:30.400
a bathing suit.

00:02:31.925 --> 00:02:32.486
maybe with like a little

00:02:32.526 --> 00:02:33.046
coverup or something.

00:02:33.067 --> 00:02:33.728
It was not like,

00:02:33.867 --> 00:02:35.229
I was like the New Yorker going like,

00:02:35.329 --> 00:02:36.210
what's up with the girl in

00:02:36.229 --> 00:02:36.850
the bathing suit?

00:02:36.950 --> 00:02:38.151
And then like a month later,

00:02:38.171 --> 00:02:38.752
you're just like, yeah,

00:02:38.793 --> 00:02:39.293
what's the problem?

00:02:39.312 --> 00:02:39.993
Like, that's the thing.

00:02:40.413 --> 00:02:41.675
It's like, it's just norms.

00:02:42.793 --> 00:02:43.614
You're just used to it.

00:02:44.114 --> 00:02:45.735
Let's talk about that first.

00:02:46.096 --> 00:02:47.796
It'll play into like Jake

00:02:47.856 --> 00:02:49.358
and Sarah's experience in selling.

00:02:49.557 --> 00:02:50.818
I remember when I started

00:02:50.859 --> 00:02:51.919
the clinic down in Florida,

00:02:52.540 --> 00:02:53.320
it was routine.

00:02:53.382 --> 00:02:54.902
We would go in in like shorts.

00:02:55.302 --> 00:02:56.424
This would have been early 2000.

00:02:56.524 --> 00:02:59.606
We were wearing cargo shorts

00:02:59.687 --> 00:03:01.008
and then we got, you know,

00:03:01.068 --> 00:03:03.049
the breathable like polo

00:03:03.088 --> 00:03:04.289
shirt that we would wear.

00:03:04.330 --> 00:03:05.371
That was the standard.

00:03:06.352 --> 00:03:06.831
Girls,

00:03:06.991 --> 00:03:09.133
females could wear whatever they

00:03:09.174 --> 00:03:09.814
wanted to wear,

00:03:09.875 --> 00:03:11.316
but it was basically the same thing,

00:03:11.395 --> 00:03:11.936
athletic wear.

00:03:12.796 --> 00:03:13.957
i see a lot of posts in

00:03:14.018 --> 00:03:15.258
facebook groups where

00:03:15.617 --> 00:03:17.399
therapists are wearing you

00:03:17.438 --> 00:03:18.580
know everything from I

00:03:19.259 --> 00:03:20.060
don't see as many of the

00:03:20.099 --> 00:03:22.801
white lab coats but I i see

00:03:23.081 --> 00:03:25.462
lululemon and yoga pants to

00:03:25.582 --> 00:03:26.984
more conservative you know

00:03:27.044 --> 00:03:28.905
khakis slacks things like

00:03:28.944 --> 00:03:30.764
that I see therapists in

00:03:30.825 --> 00:03:32.906
like heels and dress shoes

00:03:33.347 --> 00:03:35.848
it's just crazy what do you

00:03:35.888 --> 00:03:37.389
guys think about that what

00:03:37.408 --> 00:03:39.068
do you want to see in the

00:03:39.128 --> 00:03:40.449
clinic you're going to a

00:03:40.469 --> 00:03:42.031
therapist you're not the therapist

00:03:42.651 --> 00:03:43.693
what are you expecting them

00:03:43.734 --> 00:03:44.436
to be dressed like?

00:03:45.376 --> 00:03:47.735
I mean, dress for the job you want,

00:03:47.776 --> 00:03:48.637
not the job you have,

00:03:48.676 --> 00:03:49.757
but it's also dress for the

00:03:49.796 --> 00:03:51.836
patient that you want, right?

00:03:51.877 --> 00:03:53.917
Like I would say you dress for what you're,

00:03:54.298 --> 00:03:54.578
you're,

00:03:55.298 --> 00:03:56.437
you're projecting what you're

00:03:56.478 --> 00:03:57.298
hoping to deliver.

00:03:57.318 --> 00:03:58.177
That's what I would say.

00:03:58.237 --> 00:03:59.557
So like, you know,

00:04:00.438 --> 00:04:03.378
Jean Chirac Broad and Ben Fung,

00:04:03.419 --> 00:04:04.299
I think were the guys who

00:04:04.318 --> 00:04:06.020
were on this rant back when

00:04:06.060 --> 00:04:08.000
I was in PT school, the hashtag no polo,

00:04:08.520 --> 00:04:09.460
because that was sort of like,

00:04:09.680 --> 00:04:10.759
it was so cliche.

00:04:10.780 --> 00:04:11.020
Like if,

00:04:11.341 --> 00:04:13.461
if SNL did a skit on physical therapy,

00:04:14.221 --> 00:04:15.103
the very first thing they

00:04:15.122 --> 00:04:15.723
would say is like, well,

00:04:15.743 --> 00:04:17.067
we got to have khakis in a polo.

00:04:18.793 --> 00:04:20.795
And that is the mayonnaise of outfits,

00:04:20.875 --> 00:04:21.495
right?

00:04:21.696 --> 00:04:23.677
Khaki's polo and like New

00:04:23.718 --> 00:04:24.819
Balance white running

00:04:24.858 --> 00:04:26.279
sneakers was like the

00:04:26.399 --> 00:04:28.742
unofficial motto of physical therapy.

00:04:28.802 --> 00:04:30.603
And I think it's, I personally, I think,

00:04:30.624 --> 00:04:31.163
I know we're supposed to

00:04:31.204 --> 00:04:32.125
disagree sometimes in the

00:04:32.165 --> 00:04:32.925
show to create tension,

00:04:33.266 --> 00:04:34.507
but I think we might be in agreement.

00:04:34.526 --> 00:04:35.548
I think Dave's giving me the look.

00:04:35.567 --> 00:04:37.290
We're like dress for whoever.

00:04:37.370 --> 00:04:38.069
If you want to work with

00:04:38.110 --> 00:04:39.031
like rock climbers,

00:04:39.110 --> 00:04:40.673
you should wear what rock climbers wear.

00:04:40.692 --> 00:04:41.673
Maybe you don't need to wear

00:04:41.713 --> 00:04:42.814
the spandex if you're going

00:04:42.834 --> 00:04:43.495
to work with runners,

00:04:43.555 --> 00:04:44.396
but you should look like

00:04:44.435 --> 00:04:45.216
what a runner would wear

00:04:45.836 --> 00:04:46.197
where,

00:04:46.877 --> 00:04:48.360
when they're not necessarily running.

00:04:48.420 --> 00:04:49.661
So I think dress for the audience.

00:04:51.141 --> 00:04:51.783
Dave, what do you do?

00:04:52.684 --> 00:04:53.785
Definitely dressing for

00:04:53.865 --> 00:04:55.545
whoever you want as your

00:04:55.665 --> 00:04:56.666
ideal patient or client.

00:04:56.687 --> 00:04:58.249
There's some, I think personally,

00:04:58.288 --> 00:05:00.750
there's some bias here because I,

00:05:00.992 --> 00:05:02.932
so whether it's Jean Schrock abroad who,

00:05:02.992 --> 00:05:03.634
and they're doing great

00:05:03.673 --> 00:05:04.875
with recharge and other

00:05:04.915 --> 00:05:05.875
practices that are doing

00:05:05.935 --> 00:05:07.036
more like barbell and

00:05:07.076 --> 00:05:08.117
kettlebell stuff and all that.

00:05:09.098 --> 00:05:10.720
i personally like I'll wear

00:05:10.759 --> 00:05:13.040
this like I'm I i have I

00:05:13.060 --> 00:05:14.601
have uh two clients today

00:05:15.242 --> 00:05:16.382
I'm wearing this is a

00:05:16.442 --> 00:05:17.942
collars and co shirt with

00:05:17.983 --> 00:05:21.245
the guns out lemon pants

00:05:21.925 --> 00:05:23.766
but I'm not wearing a

00:05:23.966 --> 00:05:25.086
respectfully everyone's

00:05:25.127 --> 00:05:25.807
different but I'm not

00:05:25.846 --> 00:05:27.447
wearing like a vintage

00:05:27.507 --> 00:05:28.428
t-shirt like just like a

00:05:28.468 --> 00:05:30.829
t-shirt like a v-collar um

00:05:31.649 --> 00:05:31.990
I don't know.

00:05:32.110 --> 00:05:32.571
That's just me.

00:05:32.591 --> 00:05:33.651
Now there's other places

00:05:33.672 --> 00:05:34.392
they're rocking it.

00:05:34.413 --> 00:05:34.954
They're doing great.

00:05:34.973 --> 00:05:35.874
They're charging a couple

00:05:35.894 --> 00:05:36.675
hundred dollars a visit

00:05:36.795 --> 00:05:38.057
across the country, different places.

00:05:38.096 --> 00:05:40.338
And they're wearing Lululemon pants,

00:05:40.358 --> 00:05:42.321
spandex pants and t-shirts, whatever.

00:05:43.302 --> 00:05:43.502
Cool.

00:05:43.521 --> 00:05:43.903
That's great.

00:05:44.202 --> 00:05:45.004
My clientele,

00:05:45.725 --> 00:05:48.247
my middle-aged to geriatric

00:05:48.406 --> 00:05:49.228
busy New Yorker,

00:05:49.247 --> 00:05:51.651
I think has some perceptions around

00:05:53.038 --> 00:05:53.899
The physical appearance,

00:05:54.098 --> 00:05:54.839
you see the physical

00:05:54.879 --> 00:05:55.721
appearance within the first

00:05:55.761 --> 00:05:56.661
five or 10 seconds of

00:05:56.682 --> 00:05:57.502
meeting a new person.

00:05:57.523 --> 00:05:59.665
And this kind of ties back

00:05:59.706 --> 00:06:00.867
into that Twitter post,

00:06:01.206 --> 00:06:02.228
the tweet from a while ago.

00:06:02.548 --> 00:06:03.730
So the physical fitness of

00:06:03.769 --> 00:06:05.793
the individual or the

00:06:06.072 --> 00:06:07.314
physical like presentation.

00:06:09.007 --> 00:06:09.848
We can get into more of it,

00:06:09.867 --> 00:06:12.009
but if me or my therapist

00:06:12.088 --> 00:06:13.408
enter a building in New

00:06:13.428 --> 00:06:14.509
York City to go see a

00:06:14.550 --> 00:06:15.509
patient that lives there,

00:06:15.529 --> 00:06:18.990
I just want it to be as fast as possible.

00:06:19.091 --> 00:06:20.091
So like, hey, come in.

00:06:20.112 --> 00:06:22.153
Hey, this is Dr. Dave or Dr. Kittle.

00:06:22.173 --> 00:06:23.673
I'm here to see so-and-so in

00:06:23.713 --> 00:06:24.274
this apartment.

00:06:25.254 --> 00:06:26.694
uh as opposed to I don't

00:06:26.735 --> 00:06:28.336
want like these doormen to

00:06:28.357 --> 00:06:29.697
like try to send one of my

00:06:29.737 --> 00:06:30.497
therapists up like the

00:06:30.557 --> 00:06:31.478
service elevator because

00:06:31.499 --> 00:06:32.800
they look you know ragtag

00:06:32.860 --> 00:06:34.661
so I i have some you know

00:06:34.762 --> 00:06:35.723
perception I have some

00:06:35.762 --> 00:06:37.163
beliefs around this but uh

00:06:37.463 --> 00:06:38.024
yeah let's see what the

00:06:38.064 --> 00:06:38.704
comments are saying go to

00:06:38.725 --> 00:06:39.685
the comments say scott's

00:06:39.706 --> 00:06:40.505
saying depends are you

00:06:40.567 --> 00:06:41.466
dressing for the patients

00:06:41.487 --> 00:06:42.127
are you dressing for

00:06:42.187 --> 00:06:43.149
doctors your referral

00:06:43.168 --> 00:06:44.490
sources how about we dress

00:06:44.509 --> 00:06:45.891
for ourselves I think

00:06:45.911 --> 00:06:46.771
that's what we're saying

00:06:46.812 --> 00:06:48.333
like I wanted I mean when I

00:06:48.353 --> 00:06:49.413
had beads when I was in

00:06:49.454 --> 00:06:50.274
peds man I wore rei

00:06:52.843 --> 00:06:54.365
hiking pants that zipped off

00:06:54.404 --> 00:06:56.406
for shorts and funny

00:06:56.447 --> 00:06:58.228
t-shirts because I was dressing for the,

00:06:58.247 --> 00:06:59.348
you know, I was dressing.

00:06:59.588 --> 00:07:00.490
That was for me though.

00:07:00.670 --> 00:07:01.269
I was like, great.

00:07:01.290 --> 00:07:02.011
I get to wear this.

00:07:02.230 --> 00:07:02.550
Awesome.

00:07:02.992 --> 00:07:03.851
But when I was working in a

00:07:03.891 --> 00:07:04.872
more sports clinic,

00:07:05.052 --> 00:07:07.035
I was wearing under armor,

00:07:07.214 --> 00:07:07.795
different stuff.

00:07:07.875 --> 00:07:08.495
It was a polo,

00:07:08.516 --> 00:07:09.797
but it was also a short sleeve,

00:07:09.877 --> 00:07:10.658
all those different things.

00:07:10.697 --> 00:07:11.377
Didn't think we'd be going

00:07:11.418 --> 00:07:12.199
this deep in fashion.

00:07:12.238 --> 00:07:12.459
Did you?

00:07:13.867 --> 00:07:15.389
I want to take it one step further,

00:07:15.428 --> 00:07:16.110
but don't forget,

00:07:16.250 --> 00:07:18.252
this is part of a recruitment strategy.

00:07:18.291 --> 00:07:20.033
We've talked about hiring therapists.

00:07:20.572 --> 00:07:21.793
I know plenty of therapists

00:07:21.834 --> 00:07:22.954
that won't work somewhere

00:07:23.055 --> 00:07:24.055
because of what they're

00:07:24.076 --> 00:07:25.658
expected to wear and will

00:07:25.677 --> 00:07:26.617
choose to work at a

00:07:26.658 --> 00:07:27.778
different place because

00:07:27.879 --> 00:07:29.461
they can wear what they want to wear.

00:07:30.701 --> 00:07:31.721
How do you see this?

00:07:31.762 --> 00:07:32.642
And have you guys had this

00:07:32.663 --> 00:07:35.045
conversation going back to the Olympics?

00:07:35.285 --> 00:07:36.685
So I've been seeing lots of

00:07:36.725 --> 00:07:38.107
short videos talking about

00:07:38.526 --> 00:07:40.168
the men's beach volleyball

00:07:40.288 --> 00:07:41.850
uniform versus the women's

00:07:41.889 --> 00:07:43.331
beach volleyball uniform.

00:07:43.430 --> 00:07:45.451
Why the men are more covered up.

00:07:45.531 --> 00:07:46.853
There is a hilarious

00:07:46.913 --> 00:07:49.415
comedian who talks about this.

00:07:49.634 --> 00:07:50.956
He says, you know...

00:07:51.976 --> 00:07:53.137
He says some funny stuff

00:07:53.177 --> 00:07:55.158
about how men basketball

00:07:55.199 --> 00:07:56.240
players wear the long

00:07:56.300 --> 00:07:57.641
shorts and the baggy shirts,

00:07:57.721 --> 00:07:59.201
and they can move just as

00:07:59.262 --> 00:08:00.562
fast and just as well as

00:08:00.603 --> 00:08:02.644
the women who are wearing very,

00:08:02.685 --> 00:08:05.047
very small uniforms.

00:08:05.127 --> 00:08:05.887
What are your thoughts?

00:08:06.168 --> 00:08:07.889
This is still a part of branding, right?

00:08:08.249 --> 00:08:09.610
It's part of the experience

00:08:09.649 --> 00:08:10.091
they're delivering.

00:08:10.110 --> 00:08:10.531
It's a big part.

00:08:10.790 --> 00:08:11.971
Yeah, it's a big part of branding.

00:08:12.011 --> 00:08:12.591
I thought you were going to

00:08:12.632 --> 00:08:13.992
go with the French pole

00:08:14.012 --> 00:08:14.711
vaulter there when we were

00:08:14.732 --> 00:08:16.793
talking about outfits there for a second.

00:08:17.353 --> 00:08:17.793
I mean,

00:08:17.833 --> 00:08:19.814
he might have won a gold medal if

00:08:19.874 --> 00:08:21.353
his shorts were a little more secure.

00:08:22.834 --> 00:08:23.095
Yeah,

00:08:23.134 --> 00:08:25.475
I think everything's normal until

00:08:25.514 --> 00:08:25.975
it's not.

00:08:26.074 --> 00:08:26.235
Like,

00:08:26.276 --> 00:08:28.235
look at what fashion trends were 25

00:08:28.235 --> 00:08:28.755
years ago.

00:08:28.815 --> 00:08:30.396
I mean, cargo shorts.

00:08:31.377 --> 00:08:32.437
very functional we're

00:08:32.538 --> 00:08:33.739
everywhere now and now not

00:08:33.798 --> 00:08:35.259
so much now it's now it's

00:08:35.279 --> 00:08:36.561
something different so I

00:08:36.581 --> 00:08:37.361
think it's normal until

00:08:37.381 --> 00:08:37.922
it's not when someone

00:08:37.961 --> 00:08:39.423
points it out so the other

00:08:39.443 --> 00:08:40.985
day tony posted something

00:08:41.044 --> 00:08:42.505
from like 19 uh from the

00:08:42.725 --> 00:08:45.207
olympics 1908 and there was

00:08:45.288 --> 00:08:46.129
you know there was women

00:08:46.188 --> 00:08:47.909
doing archery and they were

00:08:47.929 --> 00:08:49.692
wearing like full-on thick

00:08:50.272 --> 00:08:51.613
maybe wool dresses I mean

00:08:51.653 --> 00:08:52.913
like thick thick wool you

00:08:52.933 --> 00:08:55.355
know over 100 years ago now

00:08:55.616 --> 00:08:56.576
with the beach volleyball

00:08:57.577 --> 00:08:57.857
I don't know.

00:08:57.878 --> 00:08:58.479
I don't know if I can

00:08:58.538 --> 00:09:00.461
comment on what the men's uniform is.

00:09:00.520 --> 00:09:01.682
It does look like, you know,

00:09:01.701 --> 00:09:02.722
I guess what we would all

00:09:02.744 --> 00:09:04.065
wear potentially on average,

00:09:04.085 --> 00:09:05.566
like going to the beach.

00:09:05.947 --> 00:09:06.326
However,

00:09:06.346 --> 00:09:09.450
I think the current... And I don't

00:09:09.470 --> 00:09:10.091
think we're really

00:09:10.171 --> 00:09:11.692
qualified to talk about this per se,

00:09:11.712 --> 00:09:13.394
but like the current

00:09:13.475 --> 00:09:15.836
uniform for the women beach volleyball,

00:09:16.437 --> 00:09:17.077
I'm assuming...

00:09:17.879 --> 00:09:19.700
morphed and came from the

00:09:19.980 --> 00:09:21.322
average bathing suit that

00:09:21.562 --> 00:09:22.602
many women are currently

00:09:22.643 --> 00:09:23.543
wearing on a beach

00:09:23.582 --> 00:09:25.124
somewhere where there might

00:09:25.164 --> 00:09:27.005
be an impromptu game of beach volleyball,

00:09:27.046 --> 00:09:28.586
whether it's like Miami,

00:09:28.647 --> 00:09:29.607
South Beach has a lot of

00:09:30.688 --> 00:09:32.009
volleyball courts or anywhere else.

00:09:32.049 --> 00:09:33.210
So I'm assuming that's where

00:09:33.250 --> 00:09:36.033
Nike or whatever, whatever company is.

00:09:36.892 --> 00:09:39.793
came up with these very clad

00:09:40.133 --> 00:09:41.613
women's beach volleyball

00:09:41.673 --> 00:09:42.712
uniforms compared to the men.

00:09:42.732 --> 00:09:43.432
So I'm not really sure.

00:09:44.033 --> 00:09:46.533
I'm going to call it right now.

00:09:46.693 --> 00:09:48.234
We're going to see the pendulum swing.

00:09:48.634 --> 00:09:50.735
We saw it in everything else, right?

00:09:50.794 --> 00:09:54.355
People were drinking alcoholic beverages,

00:09:54.394 --> 00:09:55.995
and now it's swinging away from that.

00:09:56.936 --> 00:09:58.176
It's always going to go back.

00:09:58.235 --> 00:09:59.576
We're going to see somebody come out,

00:09:59.975 --> 00:10:02.236
an amazing athlete, fully dressed,

00:10:03.177 --> 00:10:04.743
Pants and a long sleeve shirt.

00:10:04.923 --> 00:10:05.846
They're going to crush it.

00:10:05.927 --> 00:10:06.589
And then we're going to see

00:10:06.629 --> 00:10:08.154
the trend start to switch back.

00:10:10.765 --> 00:10:11.525
It all is right.

00:10:11.566 --> 00:10:12.787
Like that's that's the idea

00:10:12.846 --> 00:10:14.826
is everything that's small

00:10:14.907 --> 00:10:16.147
is big and big is small.

00:10:16.967 --> 00:10:17.087
Now,

00:10:17.107 --> 00:10:18.587
the image I'm about to put on the

00:10:18.628 --> 00:10:20.048
screen might seem photoshopped,

00:10:20.927 --> 00:10:21.548
but it's not.

00:10:21.749 --> 00:10:23.469
And this is actually from my alma mater.

00:10:23.908 --> 00:10:25.389
This was a basketball player.

00:10:25.528 --> 00:10:26.350
And we want to talk about

00:10:26.450 --> 00:10:27.789
things that they get huge,

00:10:27.809 --> 00:10:28.730
then they get small.

00:10:29.330 --> 00:10:32.490
So, oh, gosh, was this Marquez Green?

00:10:33.350 --> 00:10:35.533
So I don't know his official height.

00:10:35.653 --> 00:10:36.735
This is not Photoshopped

00:10:36.775 --> 00:10:37.797
like he was wearing this

00:10:37.876 --> 00:10:39.860
because this was like normal.

00:10:40.100 --> 00:10:41.842
Definitely the 90s or early 2000s.

00:10:41.863 --> 00:10:45.327
This early 2000s, early to mid 2000s.

00:10:45.508 --> 00:10:47.210
And then it went like the other direction,

00:10:47.311 --> 00:10:47.530
right?

00:10:47.571 --> 00:10:48.392
And now you see like

00:10:49.212 --> 00:10:50.332
A lot of the jerseys being

00:10:50.352 --> 00:10:51.474
like kind of curled up.

00:10:52.214 --> 00:10:54.115
You even go to sports when

00:10:54.154 --> 00:10:55.335
like being covered up is

00:10:55.414 --> 00:10:56.655
like 100% normal.

00:10:56.975 --> 00:10:57.456
Hockey,

00:10:57.676 --> 00:10:59.756
the amount of skin exposed is

00:10:59.836 --> 00:11:00.937
pretty minimal and stayed there.

00:11:01.437 --> 00:11:02.798
But the tightness of a jersey,

00:11:02.837 --> 00:11:04.019
I mean Gretzky was famous

00:11:04.058 --> 00:11:05.298
for wearing an oversized

00:11:05.339 --> 00:11:07.779
jersey and doing the tuck on one side.

00:11:08.100 --> 00:11:08.780
and he actually did a

00:11:09.801 --> 00:11:10.621
podcast episode where he

00:11:10.662 --> 00:11:11.241
talked about that.

00:11:11.482 --> 00:11:13.384
He was nine playing with 15 years old.

00:11:13.683 --> 00:11:14.904
That was the smallest jersey they had,

00:11:14.945 --> 00:11:15.666
so he had to tuck.

00:11:15.706 --> 00:11:16.726
So his was functional,

00:11:16.767 --> 00:11:18.707
but it became fashion

00:11:18.727 --> 00:11:19.288
because who didn't want to

00:11:19.328 --> 00:11:22.110
tuck like the great one?

00:11:22.530 --> 00:11:24.773
So listen, this is just – it's changing.

00:11:24.972 --> 00:11:25.553
Here's the thing.

00:11:25.953 --> 00:11:26.714
Here's the final thing

00:11:26.754 --> 00:11:27.774
before we move on to sales secrets,

00:11:27.815 --> 00:11:28.456
in my opinion.

00:11:28.535 --> 00:11:29.235
I'll close with this.

00:11:30.076 --> 00:11:31.498
I think now that we're all

00:11:32.038 --> 00:11:34.178
shooting videos and photos of ourselves,

00:11:34.499 --> 00:11:35.440
we're able to look at our

00:11:35.500 --> 00:11:36.900
colleagues a lot more and

00:11:37.100 --> 00:11:38.461
see what other people are doing.

00:11:38.480 --> 00:11:39.701
Where maybe 15 years ago,

00:11:40.481 --> 00:11:41.342
figuring out what someone

00:11:41.363 --> 00:11:42.363
else was wearing,

00:11:43.024 --> 00:11:44.203
you'd have to visit their clinic.

00:11:44.244 --> 00:11:45.764
Or if you met them at CSM, you're like,

00:11:45.784 --> 00:11:46.645
are you wearing that at clinic?

00:11:46.666 --> 00:11:47.306
Are you just wearing that

00:11:47.346 --> 00:11:48.626
because we're at a conference together?

00:11:49.106 --> 00:11:50.548
And now the invisible is

00:11:50.707 --> 00:11:52.448
visible almost 24 hours a day.

00:11:54.581 --> 00:11:54.822
Dave,

00:11:54.841 --> 00:11:56.462
why don't you kick off the sales talk?

00:11:56.722 --> 00:11:58.183
What are some of the strategies?

00:11:58.203 --> 00:12:00.384
We talked about things like free samples,

00:12:00.445 --> 00:12:01.245
pay up front,

00:12:01.306 --> 00:12:02.626
all of these different ideas.

00:12:03.826 --> 00:12:05.107
What do you like best?

00:12:05.187 --> 00:12:06.308
Because the sales process

00:12:06.469 --> 00:12:08.570
also goes to the culture of

00:12:08.610 --> 00:12:11.371
your business and gives the client,

00:12:11.711 --> 00:12:12.672
kind of sets them up for

00:12:12.711 --> 00:12:13.592
success or failure.

00:12:14.830 --> 00:12:15.029
Sure.

00:12:15.110 --> 00:12:15.510
So again,

00:12:15.791 --> 00:12:16.913
we're doing mobile concierge

00:12:16.932 --> 00:12:20.518
visits and we don't do any... I mean,

00:12:20.538 --> 00:12:22.539
we will do a free intro phone call.

00:12:22.639 --> 00:12:23.782
I mentioned to you guys in the chat,

00:12:24.221 --> 00:12:25.683
we might do an intro phone call.

00:12:26.004 --> 00:12:26.304
Obviously,

00:12:26.345 --> 00:12:27.567
it's free and we're speaking to

00:12:27.667 --> 00:12:28.408
either the patient or

00:12:28.427 --> 00:12:30.070
client themselves or we're speaking to...

00:12:31.250 --> 00:12:32.032
The decision maker.

00:12:32.072 --> 00:12:34.427
So that could be if someone is 70, 80,

00:12:34.427 --> 00:12:35.274
90 years old,

00:12:35.313 --> 00:12:36.073
maybe we're speaking to

00:12:36.114 --> 00:12:36.735
their son or daughter.

00:12:37.254 --> 00:12:38.115
Or in some cases,

00:12:38.176 --> 00:12:41.238
sometimes we have some of the minors,

00:12:41.317 --> 00:12:43.519
the dependents of our clients.

00:12:43.538 --> 00:12:44.620
So maybe someone who's 13, 15.

00:12:46.721 --> 00:12:47.501
under 18 years old,

00:12:47.522 --> 00:12:48.202
and then therefore then

00:12:48.222 --> 00:12:48.923
we're speaking to the

00:12:49.424 --> 00:12:50.546
mother or father who we're

00:12:50.566 --> 00:12:51.667
going to have their credit

00:12:51.687 --> 00:12:53.669
card or debit card on file.

00:12:54.211 --> 00:12:56.013
But we don't do any free discovery visits,

00:12:56.113 --> 00:12:59.116
free samples, taster sessions,

00:12:59.177 --> 00:13:00.477
whatever you want to call these things.

00:13:00.958 --> 00:13:02.660
I do think the caveat would be

00:13:03.341 --> 00:13:04.403
There's a difference between

00:13:04.423 --> 00:13:05.945
if you have a brick and mortar office,

00:13:06.465 --> 00:13:07.466
then I think it does make a

00:13:07.485 --> 00:13:08.326
little bit more sense to

00:13:08.366 --> 00:13:09.227
consider those things

00:13:09.288 --> 00:13:10.428
because you already have a lease.

00:13:10.528 --> 00:13:11.630
You already have the space.

00:13:12.051 --> 00:13:13.211
You and or your therapists

00:13:13.231 --> 00:13:14.312
are already going to be there.

00:13:14.673 --> 00:13:16.394
You could schedule these times.

00:13:16.895 --> 00:13:18.216
I think with an outpatient office,

00:13:18.297 --> 00:13:19.298
if you're cash based or

00:13:19.317 --> 00:13:20.099
you're trying to move into

00:13:20.119 --> 00:13:20.919
being cash based,

00:13:21.421 --> 00:13:22.140
I think it does make a

00:13:22.181 --> 00:13:23.201
little bit more sense to

00:13:23.261 --> 00:13:24.923
potentially consider these things.

00:13:25.924 --> 00:13:27.427
Even if it's a tour like, hey, Tony,

00:13:27.726 --> 00:13:28.028
you know,

00:13:28.048 --> 00:13:29.369
it sounds like you might be on the fence.

00:13:29.469 --> 00:13:30.529
You know, you're calling around.

00:13:30.549 --> 00:13:31.110
You're interested.

00:13:31.390 --> 00:13:32.272
Why don't you stop in,

00:13:32.352 --> 00:13:33.092
check out the place?

00:13:34.014 --> 00:13:35.316
Then you can kind of meet in person.

00:13:35.355 --> 00:13:36.116
Then, of course,

00:13:36.177 --> 00:13:37.938
meeting in person always

00:13:37.979 --> 00:13:39.039
has a higher conversion rate.

00:13:39.059 --> 00:13:40.461
You're building more rapport in person.

00:13:42.003 --> 00:13:43.182
For our practice right now,

00:13:43.864 --> 00:13:44.903
we just don't offer any of that.

00:13:44.923 --> 00:13:46.524
So we'll do like a long extended,

00:13:48.206 --> 00:13:49.966
no time constraint phone call.

00:13:51.248 --> 00:13:52.248
That way we can really start

00:13:52.268 --> 00:13:53.589
to build some rapport over

00:13:54.349 --> 00:13:55.169
multiple minutes.

00:13:56.770 --> 00:13:58.030
And then it's kind of like,

00:13:58.692 --> 00:13:59.552
here's the out-of-pocket rate,

00:13:59.631 --> 00:14:01.153
or if they have out-of-network insurance,

00:14:01.173 --> 00:14:02.053
we'll check their insurance.

00:14:02.933 --> 00:14:05.157
Um, so we don't do too much of that.

00:14:05.197 --> 00:14:06.577
We'll certainly get into more of it.

00:14:06.597 --> 00:14:07.458
And I think, again,

00:14:07.599 --> 00:14:08.899
there's just a difference between, uh,

00:14:09.780 --> 00:14:11.102
home, you know, mobile visits,

00:14:11.383 --> 00:14:11.942
because like,

00:14:12.023 --> 00:14:13.725
if I'm going to send my therapist there,

00:14:13.764 --> 00:14:16.548
like I've done this where I've, I've done,

00:14:16.567 --> 00:14:18.309
uh, free visits, uh,

00:14:19.104 --> 00:14:20.325
from previous patients that

00:14:20.345 --> 00:14:20.946
I'm trying to get my

00:14:21.066 --> 00:14:22.807
therapist to kind of reactivate.

00:14:22.827 --> 00:14:24.109
Like I might've treated years ago.

00:14:25.649 --> 00:14:26.951
That doesn't always work well.

00:14:27.272 --> 00:14:28.493
I've had some patients that

00:14:28.712 --> 00:14:30.054
truly said that they can't

00:14:30.174 --> 00:14:30.794
really afford it.

00:14:31.155 --> 00:14:32.836
We've tested it where I'm like, okay,

00:14:33.738 --> 00:14:34.999
this will be a hundred dollar visit.

00:14:35.990 --> 00:14:36.629
but I'm also paying my

00:14:36.669 --> 00:14:37.431
therapist a hundred dollars.

00:14:37.451 --> 00:14:38.630
So I know I'm on purpose.

00:14:38.650 --> 00:14:39.630
I'm breaking even on this.

00:14:39.692 --> 00:14:41.371
Like I've tested this and

00:14:41.471 --> 00:14:42.552
those usually don't convert

00:14:42.592 --> 00:14:43.452
into like a full plan of

00:14:43.472 --> 00:14:45.033
care or some of our ideal

00:14:45.073 --> 00:14:46.894
clients who stay with us for years.

00:14:46.994 --> 00:14:48.335
So I'm still kind of testing

00:14:48.355 --> 00:14:48.914
and working it out.

00:14:49.215 --> 00:14:50.515
What seems to work the best

00:14:50.956 --> 00:14:51.975
is like we go through the

00:14:52.015 --> 00:14:52.697
normal phone call.

00:14:52.856 --> 00:14:53.897
We can obviously talk about

00:14:54.057 --> 00:14:56.398
what we discuss on these phone calls.

00:14:56.977 --> 00:14:57.839
And it really like,

00:14:58.619 --> 00:14:59.899
I'm not really trying to

00:14:59.940 --> 00:15:01.500
overcome objections anymore.

00:15:01.600 --> 00:15:02.421
I used to try to do that.

00:15:02.760 --> 00:15:03.900
It's really like we're on

00:15:03.921 --> 00:15:05.322
the phone after 10 minutes,

00:15:06.241 --> 00:15:06.562
15 minutes.

00:15:07.501 --> 00:15:08.523
This person is either our

00:15:08.562 --> 00:15:09.423
ideal client or they're not.

00:15:10.423 --> 00:15:11.722
So Tony,

00:15:11.743 --> 00:15:12.803
I'm sure you're going to chime in here.

00:15:12.943 --> 00:15:13.844
I love and hate these.

00:15:14.163 --> 00:15:15.083
So we're talking about

00:15:15.144 --> 00:15:16.904
specifically the free,

00:15:18.284 --> 00:15:19.644
put it up on the lift and

00:15:19.784 --> 00:15:20.765
see what's wrong.

00:15:20.785 --> 00:15:21.586
And then I'll tell you how

00:15:21.645 --> 00:15:22.706
much it is to fix it.

00:15:22.885 --> 00:15:23.785
And then you decide if you

00:15:23.806 --> 00:15:25.267
want to fix it here or somewhere else.

00:15:25.346 --> 00:15:26.086
I love and hate these.

00:15:26.647 --> 00:15:27.587
Because I try to think who

00:15:27.648 --> 00:15:28.548
does it and who doesn't.

00:15:28.908 --> 00:15:30.089
You go to the local mechanic

00:15:30.408 --> 00:15:31.289
to put it up on the lift.

00:15:31.470 --> 00:15:31.990
They're not putting it on

00:15:32.009 --> 00:15:33.770
the lift unless you're paying them.

00:15:34.511 --> 00:15:35.692
That's my time and my money.

00:15:36.133 --> 00:15:37.133
And then I go to the other

00:15:37.332 --> 00:15:39.434
end of the spectrum, which is like Apple.

00:15:39.595 --> 00:15:40.495
You can make an appointment

00:15:40.514 --> 00:15:42.216
with a genius at a genius bar.

00:15:42.537 --> 00:15:42.716
Sure.

00:15:42.777 --> 00:15:43.677
They'll talk to you all day

00:15:44.057 --> 00:15:44.778
because they understand.

00:15:44.798 --> 00:15:45.778
I think Apple understands

00:15:45.859 --> 00:15:46.859
we've built the ultimate

00:15:46.899 --> 00:15:49.160
home court advantage in an Apple store.

00:15:49.900 --> 00:15:51.081
This thing isn't even a store.

00:15:51.101 --> 00:15:51.883
It's a playground.

00:15:51.942 --> 00:15:54.504
Like you walk in, it's like Target for me.

00:15:54.524 --> 00:15:55.245
It's my kryptonite.

00:15:55.264 --> 00:15:56.405
Like I walk in there with no

00:15:56.505 --> 00:15:57.746
aspirations of buying anything,

00:15:57.767 --> 00:15:58.707
just check some stuff out.

00:15:59.028 --> 00:16:00.688
And I walk out $300 lighter

00:16:01.149 --> 00:16:02.350
and I'm never going to leave Apple.

00:16:02.370 --> 00:16:03.731
And I think Apple understands that.

00:16:03.792 --> 00:16:07.495
So I both love and hate these things,

00:16:08.535 --> 00:16:09.956
you know, in terms of like the test.

00:16:10.017 --> 00:16:11.278
I think it's how you frame it.

00:16:12.461 --> 00:16:13.121
Here's the thing.

00:16:13.282 --> 00:16:14.663
I think it comes down to

00:16:14.763 --> 00:16:16.724
where on the funnel or

00:16:16.803 --> 00:16:18.985
where in the patient's life

00:16:19.066 --> 00:16:19.765
cycle they are.

00:16:19.946 --> 00:16:20.767
Dave talked about

00:16:21.287 --> 00:16:22.868
reactivating a former patient,

00:16:22.988 --> 00:16:25.049
how to touch base there.

00:16:25.409 --> 00:16:26.390
Does this person not have

00:16:26.671 --> 00:16:27.772
any idea who you are?

00:16:28.591 --> 00:16:30.113
The first thing you say to them is,

00:16:30.394 --> 00:16:31.715
my time is worth nothing.

00:16:32.495 --> 00:16:33.635
That hurts me like that.

00:16:33.796 --> 00:16:35.798
It hurts me for people when

00:16:35.837 --> 00:16:36.719
I see them doing that.

00:16:37.198 --> 00:16:39.181
And yet when people DM me and they go, hey,

00:16:39.201 --> 00:16:40.282
man, can you jump on a call?

00:16:40.662 --> 00:16:41.802
I, of course, absolutely.

00:16:42.123 --> 00:16:43.783
So I've just devalued myself too.

00:16:44.304 --> 00:16:45.206
But I'm also playing the

00:16:45.245 --> 00:16:46.285
math game where I'm like,

00:16:46.407 --> 00:16:47.386
if I have a half hour,

00:16:48.466 --> 00:16:49.087
I can tease.

00:16:49.629 --> 00:16:51.211
I'm looking at it like I'm

00:16:51.291 --> 00:16:52.232
figuring out if you're the

00:16:52.572 --> 00:16:53.774
perfect organization.

00:16:53.835 --> 00:16:55.336
Are you committed enough to

00:16:55.376 --> 00:16:56.158
pay enough for that?

00:16:56.258 --> 00:16:57.801
So I go back and forth.

00:16:58.041 --> 00:17:01.164
I'm in the peri-aqueductal gray of this.

00:17:01.285 --> 00:17:02.647
I'm not sure which way to go, Tony.

00:17:03.128 --> 00:17:03.788
Help me understand.

00:17:03.828 --> 00:17:04.810
Should I love or hate these?

00:17:05.680 --> 00:17:07.340
I think Jimmy just said, it depends.

00:17:07.941 --> 00:17:10.202
So I do want to go back to

00:17:10.242 --> 00:17:11.542
Dave because I want to hear

00:17:11.663 --> 00:17:13.104
the mechanics of that call.

00:17:13.203 --> 00:17:14.505
I want to hear the intent.

00:17:14.605 --> 00:17:15.885
Last night I was teaching in

00:17:15.925 --> 00:17:16.967
my zero to paid course.

00:17:17.547 --> 00:17:18.488
We were talking about that

00:17:18.548 --> 00:17:19.728
first phone call, you know,

00:17:19.807 --> 00:17:21.088
and most of us are going to

00:17:21.148 --> 00:17:23.089
get inbound first phone call.

00:17:23.471 --> 00:17:25.172
That's the way a prospective

00:17:25.211 --> 00:17:26.531
new client is going to reach us.

00:17:27.073 --> 00:17:30.153
And we should have an objective measure.

00:17:30.295 --> 00:17:31.734
What is the function of that

00:17:31.795 --> 00:17:32.435
first phone call?

00:17:32.455 --> 00:17:32.615
Good.

00:17:32.915 --> 00:17:34.176
Is it to book the appointment?

00:17:34.837 --> 00:17:37.259
I've said publicly, for me,

00:17:37.540 --> 00:17:39.541
I hate anything free on the

00:17:39.582 --> 00:17:40.323
first contact.

00:17:41.503 --> 00:17:43.145
I don't see value in it.

00:17:43.246 --> 00:17:44.567
I think it's useless.

00:17:45.127 --> 00:17:46.689
If I'm sitting in Dave's

00:17:46.729 --> 00:17:48.490
shoes and somebody is going

00:17:48.510 --> 00:17:50.152
to spend 20 minutes on the phone with me,

00:17:50.333 --> 00:17:51.653
they're already sold.

00:17:52.013 --> 00:17:53.536
The only thing I can do is mess it up.

00:17:53.715 --> 00:17:53.855
Yeah.

00:17:55.096 --> 00:17:56.817
I hate anything free on the front end.

00:17:57.038 --> 00:17:58.838
I will give unreasonable

00:17:58.858 --> 00:18:00.400
amounts of free stuff on the back end.

00:18:00.599 --> 00:18:01.700
I will give you free

00:18:01.861 --> 00:18:03.641
anything forever once we

00:18:03.681 --> 00:18:04.602
have a relationship.

00:18:05.082 --> 00:18:05.803
But for me,

00:18:05.863 --> 00:18:07.163
the primary function of that

00:18:07.222 --> 00:18:08.983
first contact is book the

00:18:09.044 --> 00:18:10.865
evaluation and get it done.

00:18:11.164 --> 00:18:13.527
My objective within 24 hours

00:18:13.586 --> 00:18:14.287
of the phone call.

00:18:14.926 --> 00:18:16.048
And I've told you guys like

00:18:16.188 --> 00:18:18.148
when we were in a location

00:18:18.169 --> 00:18:19.670
that had doctors across the hall

00:18:20.349 --> 00:18:21.590
a patient would walk across

00:18:21.651 --> 00:18:23.612
from the doctor with a referral in hand.

00:18:23.652 --> 00:18:25.192
As soon as I saw that piece of paper,

00:18:25.772 --> 00:18:26.933
even though I was working

00:18:27.013 --> 00:18:28.154
with a booked appointment,

00:18:28.234 --> 00:18:29.515
I had a patient with me.

00:18:30.155 --> 00:18:31.376
I would grab that person and

00:18:31.396 --> 00:18:32.777
do a 10 minute evaluation.

00:18:32.836 --> 00:18:34.438
I would not let them leave

00:18:34.919 --> 00:18:35.739
without getting an

00:18:35.778 --> 00:18:37.579
evaluation done and in the

00:18:37.619 --> 00:18:39.221
books because anything

00:18:39.260 --> 00:18:40.622
could happen once they walk

00:18:40.682 --> 00:18:41.201
out that door.

00:18:41.521 --> 00:18:41.762
Yeah.

00:18:42.022 --> 00:18:42.863
If a patient calls,

00:18:42.903 --> 00:18:45.164
they're not in person immediately.

00:18:45.285 --> 00:18:45.404
It's,

00:18:45.984 --> 00:18:48.167
Let's do an evaluation today at 4 p.m.

00:18:48.367 --> 00:18:49.449
Let's do an evaluation

00:18:49.469 --> 00:18:50.690
tomorrow morning at 8 p.m.

00:18:51.151 --> 00:18:53.032
I am pushing to get that done.

00:18:53.073 --> 00:18:54.013
I'm not saying when would

00:18:54.034 --> 00:18:54.894
you like to start?

00:18:55.175 --> 00:18:55.415
Right.

00:18:55.476 --> 00:18:56.596
Because that's not the

00:18:56.737 --> 00:18:57.979
function of that first call.

00:18:57.999 --> 00:19:00.300
That call is to get the evaluation booked.

00:19:00.981 --> 00:19:01.923
And then from there,

00:19:01.962 --> 00:19:03.243
we start to build trust and

00:19:03.263 --> 00:19:05.286
rapport and all the relationship stuff.

00:19:06.227 --> 00:19:07.508
But that's my model.

00:19:07.587 --> 00:19:09.328
My model is I sell minutes.

00:19:09.528 --> 00:19:10.790
I sell CPT codes.

00:19:10.951 --> 00:19:14.894
I need to keep that schedule consistent,

00:19:16.355 --> 00:19:17.516
knock off the peaks and

00:19:18.057 --> 00:19:19.157
fill in the troughs.

00:19:19.218 --> 00:19:20.479
That's what I'm trying to do

00:19:20.979 --> 00:19:22.240
to manage the capacity.

00:19:22.259 --> 00:19:24.201
It sounds like you

00:19:24.221 --> 00:19:25.442
understand that it's binary.

00:19:25.682 --> 00:19:27.944
It's like if this person has a referral,

00:19:28.705 --> 00:19:29.946
they are walking around

00:19:30.207 --> 00:19:30.928
holding this thing in front

00:19:30.968 --> 00:19:31.948
of their saying, I need this.

00:19:32.048 --> 00:19:32.228
Right.

00:19:32.248 --> 00:19:33.348
And I walked across the hall

00:19:33.769 --> 00:19:34.750
and if I don't book them now,

00:19:34.789 --> 00:19:35.611
if I let them leave,

00:19:35.651 --> 00:19:36.651
there's a chance they go

00:19:36.692 --> 00:19:37.551
and date someone else.

00:19:37.632 --> 00:19:38.613
And I don't want that chance.

00:19:38.633 --> 00:19:39.512
Cause they just told me they're in the,

00:19:39.653 --> 00:19:41.355
they're in the market for a relationship.

00:19:41.674 --> 00:19:42.536
I'll give you an example.

00:19:42.875 --> 00:19:44.196
I'm looking for a moving company.

00:19:44.656 --> 00:19:44.876
I have,

00:19:45.076 --> 00:19:45.917
and this is the first time I've

00:19:45.938 --> 00:19:46.657
ever hired a moving

00:19:46.698 --> 00:19:47.759
companies for my dad

00:19:48.199 --> 00:19:49.640
because I'm not blowing out, you know,

00:19:49.700 --> 00:19:51.060
my back helping my dad move.

00:19:51.080 --> 00:19:52.721
I'm like, you know, mid forties, I can,

00:19:52.843 --> 00:19:53.363
I can afford,

00:19:53.403 --> 00:19:54.123
we can afford a moving

00:19:54.163 --> 00:19:55.564
company to move some of my dad's stuff.

00:19:55.584 --> 00:19:55.785
Um,

00:19:56.635 --> 00:19:57.336
And I went online,

00:19:57.778 --> 00:19:58.478
literally did the thing

00:19:58.518 --> 00:19:58.999
that everybody does,

00:19:59.159 --> 00:20:00.701
moving company in my zip code.

00:20:01.241 --> 00:20:02.864
And then here's the thing I got.

00:20:03.625 --> 00:20:05.186
The thing that I found was fill this out.

00:20:05.227 --> 00:20:06.208
Just give us your details.

00:20:06.308 --> 00:20:07.028
When are you looking?

00:20:07.390 --> 00:20:08.171
What's the zip code you're

00:20:08.191 --> 00:20:09.132
going from and to?

00:20:09.472 --> 00:20:10.032
What's your name?

00:20:10.073 --> 00:20:10.874
What's your phone number?

00:20:10.974 --> 00:20:11.355
That was it.

00:20:12.256 --> 00:20:14.778
I got two phone calls within 20 minutes,

00:20:15.378 --> 00:20:16.118
within 20 minutes.

00:20:16.239 --> 00:20:17.980
One was within the first 10, I think.

00:20:18.661 --> 00:20:19.801
And then I decided to go

00:20:19.821 --> 00:20:23.244
with company A this morning at 7.50.

00:20:23.244 --> 00:20:24.625
I got to give it to this guy

00:20:24.645 --> 00:20:25.567
because he sounds like he's

00:20:25.586 --> 00:20:27.528
just a guy with a truck.

00:20:27.548 --> 00:20:27.528
7.50.

00:20:27.929 --> 00:20:28.989
Hey, did you make your decision?

00:20:29.170 --> 00:20:29.990
I filled this thing out

00:20:30.029 --> 00:20:30.971
yesterday at 3 o'clock

00:20:30.990 --> 00:20:32.491
because he realizes if

00:20:32.531 --> 00:20:33.512
you're second place,

00:20:33.992 --> 00:20:35.515
you might as well be 400th place.

00:20:35.674 --> 00:20:37.036
It does not matter.

00:20:38.443 --> 00:20:38.824
So Dave,

00:20:38.864 --> 00:20:40.684
let's go back because you have

00:20:40.765 --> 00:20:42.025
shared the details and I

00:20:42.065 --> 00:20:43.006
love it and I think people

00:20:43.026 --> 00:20:43.965
will want to hear it again.

00:20:43.986 --> 00:20:46.086
Kind of take us through your

00:20:46.186 --> 00:20:47.146
first conversation.

00:20:48.788 --> 00:20:51.409
So high level is you

00:20:51.429 --> 00:20:52.328
mentioned something that I

00:20:52.449 --> 00:20:55.289
think I initially might disagree with.

00:20:55.309 --> 00:20:56.570
So like the first couple of minutes,

00:20:56.691 --> 00:20:57.570
I don't really know.

00:20:57.590 --> 00:20:59.071
I need to make sure that

00:20:59.092 --> 00:20:59.852
they're the right fit for

00:20:59.951 --> 00:21:01.251
us and that we're the right

00:21:02.512 --> 00:21:03.232
fit for them and that

00:21:03.272 --> 00:21:04.113
they're the right fit for us.

00:21:06.436 --> 00:21:06.997
I think it doesn't,

00:21:07.136 --> 00:21:08.538
it sometimes takes a few minutes.

00:21:08.557 --> 00:21:08.798
I don't,

00:21:08.857 --> 00:21:09.897
I don't think you can do it in two

00:21:09.917 --> 00:21:10.897
to five minutes sometimes,

00:21:10.978 --> 00:21:11.978
but it depends on the call.

00:21:12.778 --> 00:21:12.939
Um,

00:21:13.298 --> 00:21:16.298
but high level is I want to ask some

00:21:16.338 --> 00:21:16.679
questions.

00:21:16.700 --> 00:21:17.799
I want to build some rapport.

00:21:17.859 --> 00:21:19.220
I want to, first of all, upfront,

00:21:19.240 --> 00:21:20.619
we need to make sure I need

00:21:20.640 --> 00:21:21.500
to know your address or

00:21:21.540 --> 00:21:22.500
your location because

00:21:22.760 --> 00:21:23.901
otherwise if I don't have a

00:21:23.921 --> 00:21:24.901
therapist that covers your area,

00:21:24.941 --> 00:21:25.942
we're all wasting time.

00:21:25.981 --> 00:21:27.862
So I always upfront, I like, Hey,

00:21:28.122 --> 00:21:29.162
they'll say like, Hey, uh,

00:21:29.663 --> 00:21:30.962
do you take this insurance or whatever?

00:21:30.982 --> 00:21:31.282
And it's like,

00:21:31.323 --> 00:21:32.364
Hey, we'll get to that.

00:21:32.825 --> 00:21:33.945
We'll get to insurance and

00:21:33.986 --> 00:21:35.587
cost and the logistics or

00:21:35.728 --> 00:21:38.832
insurance cost and potential logistics.

00:21:39.132 --> 00:21:41.615
Potential logistics is like, I'm the one,

00:21:41.736 --> 00:21:42.896
we're the one providing the service.

00:21:42.916 --> 00:21:43.938
We want to kind of show a

00:21:43.958 --> 00:21:44.878
little bit higher status.

00:21:45.279 --> 00:21:46.320
So we're not even talking

00:21:46.340 --> 00:21:47.382
about logistics yet, Tony.

00:21:47.403 --> 00:21:49.023
We're talking about potential logistics.

00:21:49.625 --> 00:21:51.566
So I need to make sure we

00:21:51.685 --> 00:21:53.326
even cover your area, because if not,

00:21:53.406 --> 00:21:55.107
like there's no point of us even talking.

00:21:55.127 --> 00:21:55.968
I have to refer to my

00:21:55.988 --> 00:21:56.969
network or something like that.

00:21:57.348 --> 00:21:58.209
And then it's like, OK,

00:21:58.328 --> 00:22:01.069
if Tony is at the corner of, you know,

00:22:01.270 --> 00:22:02.530
55th and 3rd Avenue.

00:22:02.750 --> 00:22:03.451
OK, yeah,

00:22:03.471 --> 00:22:04.811
we cover the Upper East Side or

00:22:04.872 --> 00:22:07.133
the Murray Hill or Midtown East.

00:22:07.173 --> 00:22:07.854
We cover that area.

00:22:09.614 --> 00:22:12.256
So we'll go through and you

00:22:12.276 --> 00:22:13.236
want me to go through the whole thing?

00:22:13.875 --> 00:22:14.936
Yeah, whatever you want to go.

00:22:16.160 --> 00:22:16.721
So, you know,

00:22:16.962 --> 00:22:18.448
Tony or some potential

00:22:18.648 --> 00:22:19.491
patient is calling in.

00:22:21.769 --> 00:22:23.388
The answering service that I

00:22:23.509 --> 00:22:25.430
use gives a lot of information already.

00:22:25.529 --> 00:22:26.470
So right now,

00:22:26.769 --> 00:22:28.090
like if someone calls into my practice,

00:22:28.211 --> 00:22:29.851
I'm not answering the phone.

00:22:29.931 --> 00:22:30.971
I'm on this call with you guys.

00:22:31.491 --> 00:22:32.571
So there's an answering

00:22:32.612 --> 00:22:33.471
service that collects the

00:22:33.511 --> 00:22:35.553
information and presents it

00:22:35.673 --> 00:22:36.853
and sends an email and a

00:22:36.913 --> 00:22:37.634
text message to me.

00:22:37.713 --> 00:22:39.554
I can listen to the call if I want to,

00:22:39.993 --> 00:22:41.355
which is pretty cool.

00:22:42.335 --> 00:22:43.134
There's a lot of answering

00:22:43.174 --> 00:22:43.835
services out there.

00:22:43.855 --> 00:22:44.756
You can just Google any of them.

00:22:44.776 --> 00:22:45.336
They're all like...

00:22:45.935 --> 00:22:46.355
pretty good.

00:22:46.655 --> 00:22:47.196
They're good enough.

00:22:47.876 --> 00:22:48.656
But it's real humans

00:22:48.737 --> 00:22:50.518
answering the phone and

00:22:51.057 --> 00:22:52.479
they take down whatever

00:22:52.519 --> 00:22:53.298
information you want.

00:22:53.338 --> 00:22:55.740
So for us, it's obviously the location,

00:22:56.201 --> 00:22:57.461
name, phone number.

00:22:59.541 --> 00:23:01.022
If they want to proceed into insurance,

00:23:01.083 --> 00:23:02.042
it's like we have to

00:23:02.083 --> 00:23:02.623
collect the insurance

00:23:02.663 --> 00:23:04.683
information and confirm with them,

00:23:04.864 --> 00:23:06.845
which is crazy, but confirm with them,

00:23:07.365 --> 00:23:07.786
by the way,

00:23:07.846 --> 00:23:09.105
we don't have a brick and mortar office.

00:23:09.165 --> 00:23:10.126
We come to you.

00:23:10.207 --> 00:23:11.126
Like, is this what you want?

00:23:11.166 --> 00:23:12.107
You want in-home physical

00:23:12.147 --> 00:23:14.528
therapy or therapy in your office or your

00:23:15.128 --> 00:23:16.349
your hotel room, if you're a tourist,

00:23:16.369 --> 00:23:16.630
whatever.

00:23:17.131 --> 00:23:18.172
So let me stop you right there.

00:23:18.612 --> 00:23:19.893
Let's go back and forth on

00:23:19.932 --> 00:23:22.234
this and Jimmy jump in with any aspect.

00:23:22.756 --> 00:23:24.557
So last night we were talking about that.

00:23:24.678 --> 00:23:25.498
It's interesting because I

00:23:25.518 --> 00:23:26.920
didn't even think of a

00:23:27.359 --> 00:23:28.980
human answering service

00:23:30.462 --> 00:23:31.844
from my perspective,

00:23:31.903 --> 00:23:34.506
because my business model is different.

00:23:34.787 --> 00:23:36.067
I'm selling CPT codes.

00:23:36.567 --> 00:23:36.768
So

00:23:37.788 --> 00:23:38.930
I'm not converting anybody.

00:23:39.151 --> 00:23:39.990
Everybody is coming,

00:23:40.071 --> 00:23:41.153
expecting to do therapy.

00:23:41.232 --> 00:23:42.554
I don't have to sell anybody

00:23:42.614 --> 00:23:43.835
on the idea of therapy.

00:23:43.974 --> 00:23:44.816
Everybody is expecting

00:23:44.875 --> 00:23:46.096
insurance to pay for it.

00:23:46.377 --> 00:23:47.439
They just want to get it done.

00:23:48.078 --> 00:23:50.141
So I had said last night,

00:23:51.255 --> 00:23:53.296
I barely have a front desk anymore.

00:23:53.616 --> 00:23:56.298
I barely have one part-time admin person.

00:23:56.818 --> 00:23:59.401
So how do I automate as much

00:23:59.480 --> 00:24:01.021
of that process as possible?

00:24:02.403 --> 00:24:03.123
One of the things that I

00:24:03.182 --> 00:24:04.884
said was if they call,

00:24:05.305 --> 00:24:06.625
I'm usually the one answering,

00:24:06.826 --> 00:24:08.767
even if I'm hands-on with a patient.

00:24:08.846 --> 00:24:10.688
And this is the culture of my clinic,

00:24:11.068 --> 00:24:11.808
different from yours.

00:24:12.630 --> 00:24:14.030
Even if I'm hands-on with a patient,

00:24:14.590 --> 00:24:16.051
Hey, John, give me just a second.

00:24:16.092 --> 00:24:17.173
Let me answer this phone call.

00:24:17.192 --> 00:24:18.473
It might be a patient who needs something.

00:24:18.974 --> 00:24:19.674
I step away.

00:24:19.694 --> 00:24:20.715
I answer the phone.

00:24:21.356 --> 00:24:22.657
If I don't answer the phone,

00:24:22.678 --> 00:24:23.638
it goes to voicemail.

00:24:23.778 --> 00:24:24.680
I should have.

00:24:24.759 --> 00:24:25.759
I can't say that I do have

00:24:25.819 --> 00:24:27.701
my voicemail set up so that

00:24:27.781 --> 00:24:29.022
there's some indication if

00:24:29.063 --> 00:24:30.084
this is a new patient

00:24:30.163 --> 00:24:30.984
calling to schedule a

00:24:31.025 --> 00:24:32.226
physical therapy appointment,

00:24:32.705 --> 00:24:34.407
leave a phone number that I

00:24:34.428 --> 00:24:36.368
can text or an email.

00:24:37.430 --> 00:24:40.111
And I will send you, you know,

00:24:40.131 --> 00:24:42.371
the intake paperwork and questionnaire.

00:24:42.912 --> 00:24:44.051
And then it automates so

00:24:44.071 --> 00:24:45.531
that as soon as I see that, boom,

00:24:45.652 --> 00:24:47.032
I text them out the link.

00:24:47.333 --> 00:24:49.452
It lets them upload their insurance cards.

00:24:49.492 --> 00:24:50.733
HIPAA compliant platform

00:24:50.773 --> 00:24:53.153
lets them book one of two options.

00:24:53.473 --> 00:24:54.615
They don't get unlimited

00:24:54.674 --> 00:24:55.515
booking appointments.

00:24:55.555 --> 00:24:56.835
They just either, you know,

00:24:56.894 --> 00:24:58.355
today or tomorrow at this time.

00:24:59.115 --> 00:25:01.116
And everything there is automated.

00:25:01.196 --> 00:25:02.577
Then when I have the time,

00:25:02.597 --> 00:25:04.378
I would reach back out to them,

00:25:04.979 --> 00:25:06.720
but I can run a very

00:25:06.779 --> 00:25:08.259
mechanical operation like

00:25:08.319 --> 00:25:10.381
that because again,

00:25:10.661 --> 00:25:12.142
my people are already committed.

00:25:12.342 --> 00:25:13.163
They're already sold.

00:25:13.242 --> 00:25:14.182
Even if they don't want to come,

00:25:14.242 --> 00:25:15.203
they're coming to therapy.

00:25:15.703 --> 00:25:15.884
Right.

00:25:17.814 --> 00:25:21.036
For this answering service, it's a human,

00:25:21.076 --> 00:25:23.396
but anywhere from $300 a

00:25:23.416 --> 00:25:25.239
month to maybe $800 or $900

00:25:25.239 --> 00:25:26.859
a month if I'm running a

00:25:26.900 --> 00:25:27.799
ton of ads and we're

00:25:27.819 --> 00:25:28.661
getting a lot more calls

00:25:28.681 --> 00:25:29.480
because you're paying a

00:25:29.540 --> 00:25:33.364
monthly fee plus extra dollar amount.

00:25:33.483 --> 00:25:35.144
They're actually not trying to close.

00:25:35.164 --> 00:25:36.705
It sounds like they're

00:25:36.726 --> 00:25:37.506
trying to get rid of all

00:25:37.526 --> 00:25:38.326
the people that are wrong.

00:25:38.942 --> 00:25:39.863
Well,

00:25:39.883 --> 00:25:41.403
a little bit of filtering and

00:25:41.963 --> 00:25:43.404
ultimately they're

00:25:43.444 --> 00:25:44.365
aggregating the lead

00:25:44.766 --> 00:25:45.747
information so that that

00:25:45.787 --> 00:25:47.448
way I can look at the text or the email.

00:25:48.188 --> 00:25:48.989
I can glance at it.

00:25:49.088 --> 00:25:50.210
I don't even have to listen to it anymore.

00:25:50.230 --> 00:25:51.269
I can look at it and kind of

00:25:51.309 --> 00:25:52.191
see what's the message.

00:25:52.530 --> 00:25:54.592
So for example, my ideal client will say,

00:25:55.153 --> 00:25:55.992
the message will say,

00:25:56.012 --> 00:25:59.095
I have Medicare or I have

00:25:59.155 --> 00:25:59.855
UnitedHealthcare,

00:26:00.276 --> 00:26:01.436
but if you guys don't take that,

00:26:01.497 --> 00:26:02.458
how much is it out of pocket?

00:26:02.617 --> 00:26:04.798
That's my ideal client.

00:26:05.460 --> 00:26:06.400
When the message says,

00:26:06.701 --> 00:26:08.642
do you take UnitedHealthcare in network?

00:26:09.342 --> 00:26:12.144
that almost never converts, right?

00:26:12.703 --> 00:26:14.025
So they'll collect the information,

00:26:14.045 --> 00:26:16.006
the insurance information.

00:26:17.866 --> 00:26:19.307
I'll get the address or the

00:26:19.387 --> 00:26:20.288
approximate location.

00:26:20.327 --> 00:26:21.808
So I can glance at that and

00:26:21.828 --> 00:26:23.029
I can just know right up front,

00:26:23.430 --> 00:26:25.230
we do or do not even cover that area.

00:26:25.270 --> 00:26:26.592
If we don't even cover that area,

00:26:26.832 --> 00:26:28.692
we might just text the patient and say,

00:26:28.813 --> 00:26:28.952
hey,

00:26:28.992 --> 00:26:30.213
we don't have a therapist that covers

00:26:30.233 --> 00:26:30.673
that area.

00:26:31.473 --> 00:26:33.394
Sorry, or we'll try to find someone,

00:26:33.414 --> 00:26:34.976
but otherwise keep looking

00:26:35.016 --> 00:26:35.676
or something like that.

00:26:35.757 --> 00:26:36.757
So there is a little bit of

00:26:36.777 --> 00:26:37.597
filtering there for sure.

00:26:38.237 --> 00:26:38.436
Yeah.

00:26:39.277 --> 00:26:41.157
Would you ever consider like

00:26:41.357 --> 00:26:43.617
AI voice automation where

00:26:43.698 --> 00:26:44.759
instead of a human,

00:26:45.318 --> 00:26:47.839
you can set up to have AI

00:26:47.980 --> 00:26:48.799
answer your phone?

00:26:48.839 --> 00:26:50.259
It sounds like a human voice

00:26:50.359 --> 00:26:51.580
and then you basically a

00:26:51.861 --> 00:26:53.340
modern version of a chat bot.

00:26:53.480 --> 00:26:54.921
You can program it to then

00:26:55.461 --> 00:26:56.701
go down the route of

00:26:56.821 --> 00:26:58.102
collecting more information

00:26:58.142 --> 00:26:59.823
based on the previous responses.

00:26:59.843 --> 00:27:00.442
Yeah.

00:27:00.803 --> 00:27:01.083
Again,

00:27:01.083 --> 00:27:03.265
$300 to $800 per month is not that

00:27:03.285 --> 00:27:03.965
big of a deal for me.

00:27:03.986 --> 00:27:05.487
So that voice has got to be

00:27:05.626 --> 00:27:07.647
really good because I think,

00:27:07.748 --> 00:27:08.308
maybe I'm biased,

00:27:08.328 --> 00:27:10.631
but I think my ideal clientele,

00:27:11.030 --> 00:27:11.550
historically,

00:27:11.611 --> 00:27:12.791
I didn't have the answering service,

00:27:12.832 --> 00:27:13.011
right?

00:27:13.092 --> 00:27:15.054
So people would not leave a voicemail.

00:27:15.173 --> 00:27:16.375
I know Ron Miller and other

00:27:16.654 --> 00:27:18.155
practices in other states,

00:27:18.616 --> 00:27:20.077
people leave voicemails or

00:27:20.097 --> 00:27:20.657
they don't leave a

00:27:20.698 --> 00:27:22.019
voicemail and he calls back

00:27:22.038 --> 00:27:22.640
and then they answer.

00:27:23.299 --> 00:27:24.941
In 2016, 2017, whatever,

00:27:24.961 --> 00:27:26.102
I didn't have this answering service.

00:27:26.142 --> 00:27:27.623
So I would get calls.

00:27:28.503 --> 00:27:29.604
They would not leave a voicemail.

00:27:29.644 --> 00:27:30.684
I would call and text back.

00:27:30.724 --> 00:27:31.424
They wouldn't answer.

00:27:31.525 --> 00:27:32.986
So in New York City or maybe

00:27:33.026 --> 00:27:34.546
it's just a local thing,

00:27:35.366 --> 00:27:36.106
people need the phone

00:27:36.207 --> 00:27:37.866
answered or they want the

00:27:37.906 --> 00:27:39.708
phone answered and ideally by a human.

00:27:39.728 --> 00:27:41.108
So that voice has got to be really,

00:27:41.148 --> 00:27:42.108
really good, in my opinion,

00:27:42.929 --> 00:27:44.150
because otherwise, like.

00:27:45.000 --> 00:27:45.220
I mean,

00:27:45.279 --> 00:27:46.400
unless I was spending thousands of

00:27:46.440 --> 00:27:48.141
dollars on this and I was like, all right,

00:27:48.280 --> 00:27:49.240
maybe this app would be

00:27:49.280 --> 00:27:50.902
interesting to save some money.

00:27:51.321 --> 00:27:52.843
But the voice would have to be,

00:27:53.022 --> 00:27:54.042
the app would have to be really,

00:27:54.083 --> 00:27:55.182
really good for me to

00:27:55.242 --> 00:27:56.784
consider dropping the

00:27:57.144 --> 00:27:58.503
answering service that is

00:27:58.584 --> 00:27:59.825
only a couple hundred bucks a month.

00:28:00.305 --> 00:28:02.006
I think I think this also

00:28:02.046 --> 00:28:03.586
depends because I'm wearing my outfit.

00:28:03.606 --> 00:28:04.146
I got gray.

00:28:05.627 --> 00:28:08.209
I if I'm looking to get information,

00:28:08.328 --> 00:28:09.509
I want a human like I'm

00:28:09.549 --> 00:28:12.371
hitting zero zero zero human operator.

00:28:12.431 --> 00:28:14.633
I'm screaming it into the phone operator.

00:28:15.093 --> 00:28:16.292
If I'm trying to change

00:28:16.374 --> 00:28:18.454
something or update something,

00:28:18.954 --> 00:28:19.954
I have no problem if it's

00:28:19.994 --> 00:28:21.375
like a chat bot.

00:28:21.935 --> 00:28:23.537
I push this, this, this.

00:28:23.616 --> 00:28:24.317
For example,

00:28:25.077 --> 00:28:26.259
when I help take care of my dad,

00:28:26.638 --> 00:28:28.160
I sometimes have to call in medications.

00:28:29.087 --> 00:28:30.167
And they have an answering

00:28:30.208 --> 00:28:31.469
service set up to the point

00:28:31.489 --> 00:28:32.749
where it's not even a human anymore.

00:28:32.909 --> 00:28:33.949
So if I'm like, hey,

00:28:33.990 --> 00:28:35.150
I need to call in a medication,

00:28:35.170 --> 00:28:37.431
I have the code written down.

00:28:37.510 --> 00:28:38.990
It's four and then two.

00:28:39.171 --> 00:28:40.872
And then it gets me to a beep,

00:28:40.971 --> 00:28:41.672
leave your message.

00:28:41.711 --> 00:28:43.011
And I say the name of my dad's doctor.

00:28:43.352 --> 00:28:44.272
Here's the medication.

00:28:44.413 --> 00:28:45.192
Here's what we need.

00:28:45.232 --> 00:28:47.854
Here's the address of my pharmacy.

00:28:48.193 --> 00:28:49.634
I'm kind of cool with that.

00:28:49.814 --> 00:28:51.755
I don't need a human to do that.

00:28:52.555 --> 00:28:53.756
If I want to change an appointment,

00:28:53.855 --> 00:28:55.258
if I can't do it with the buttons,

00:28:55.698 --> 00:28:57.219
just operator, operator.

00:28:57.259 --> 00:28:58.721
So I think this depends.

00:28:59.181 --> 00:29:01.323
So my callers do ask questions.

00:29:01.363 --> 00:29:02.604
And then the answering service is like,

00:29:02.624 --> 00:29:04.105
you know, hey, sorry,

00:29:04.566 --> 00:29:05.707
I'm just with the answering service.

00:29:05.747 --> 00:29:06.948
They are busy right now.

00:29:06.988 --> 00:29:09.150
They're with another patient or, you know,

00:29:09.471 --> 00:29:10.771
this call got sent to the

00:29:10.811 --> 00:29:11.451
answering service.

00:29:11.491 --> 00:29:11.612
So...

00:29:12.252 --> 00:29:13.073
I don't have the answers,

00:29:13.193 --> 00:29:14.273
but they do have some

00:29:14.334 --> 00:29:15.375
answers that they have.

00:29:15.414 --> 00:29:16.515
Like a patient,

00:29:16.654 --> 00:29:17.935
a prospective caller will say,

00:29:18.435 --> 00:29:20.176
where's your office location at?

00:29:20.538 --> 00:29:21.718
And then the person that's

00:29:21.817 --> 00:29:22.739
at the answering service in

00:29:22.759 --> 00:29:23.259
their software,

00:29:23.298 --> 00:29:24.680
they pull up and they're like, oh, yeah,

00:29:24.720 --> 00:29:25.599
this place doesn't have a

00:29:25.641 --> 00:29:26.461
brick and mortar office.

00:29:26.580 --> 00:29:27.521
They travel to you.

00:29:27.622 --> 00:29:28.662
Is that what you're looking for?

00:29:29.242 --> 00:29:30.663
So they can answer some questions.

00:29:30.803 --> 00:29:32.003
Prospective patient caller

00:29:32.023 --> 00:29:33.305
will ask about which

00:29:33.365 --> 00:29:34.565
insurances do you guys take?

00:29:35.826 --> 00:29:36.686
Or even how much is it out

00:29:36.727 --> 00:29:38.107
of pocket if they don't have insurance?

00:29:38.648 --> 00:29:39.670
The answering service does

00:29:39.710 --> 00:29:40.971
not have the answers to those,

00:29:41.211 --> 00:29:42.952
but they will say on the

00:29:42.992 --> 00:29:43.634
answering service,

00:29:43.834 --> 00:29:44.914
I don't have those answers,

00:29:45.275 --> 00:29:46.375
but I can have Dr. Kittle

00:29:46.415 --> 00:29:47.356
or someone from his team

00:29:47.416 --> 00:29:49.578
call you back in one business day.

00:29:49.719 --> 00:29:50.960
Usually it's the same day,

00:29:51.019 --> 00:29:53.122
but in the next day or two,

00:29:53.182 --> 00:29:55.003
we'll call them back and we'll

00:29:56.065 --> 00:29:57.086
answer those questions so

00:29:57.205 --> 00:29:58.467
the prospective callers do

00:29:58.587 --> 00:29:59.769
ask questions and that's

00:29:59.808 --> 00:30:00.750
another thing that would

00:30:00.789 --> 00:30:01.830
kind of scare me with the

00:30:01.891 --> 00:30:02.892
the voice thing I i do

00:30:02.951 --> 00:30:04.373
agree like the the voice

00:30:04.492 --> 00:30:06.994
app for transactional all day

00:30:08.095 --> 00:30:10.436
how how how customizable or

00:30:10.497 --> 00:30:11.518
like how much interaction

00:30:11.538 --> 00:30:12.199
do you have with the

00:30:12.259 --> 00:30:13.220
answering service to like

00:30:13.240 --> 00:30:14.441
sort of let them know what

00:30:14.681 --> 00:30:15.381
because they're they're

00:30:15.402 --> 00:30:16.281
just in a center or they're

00:30:16.321 --> 00:30:17.442
at their house and they're

00:30:17.482 --> 00:30:18.304
just picking up calls as

00:30:18.324 --> 00:30:19.105
they come in I'm sure on

00:30:19.125 --> 00:30:19.965
the screen it says you're

00:30:20.006 --> 00:30:21.826
answering for dave how much

00:30:21.886 --> 00:30:23.548
like did you have like hey

00:30:23.588 --> 00:30:24.690
this is how we and this is

00:30:24.730 --> 00:30:26.451
how we talk but like did

00:30:26.471 --> 00:30:27.872
you write a script was there a macro

00:30:28.813 --> 00:30:30.153
It's less of a script.

00:30:30.213 --> 00:30:31.375
It's really just like the

00:30:31.454 --> 00:30:33.256
fields that they need to

00:30:33.375 --> 00:30:34.176
get information from.

00:30:35.156 --> 00:30:36.258
And what's interesting over,

00:30:36.278 --> 00:30:37.558
I've been using one or two

00:30:37.578 --> 00:30:38.559
of these answering services

00:30:38.579 --> 00:30:40.480
at least for maybe four

00:30:40.520 --> 00:30:41.141
years or something.

00:30:41.961 --> 00:30:42.803
And for the cost,

00:30:42.823 --> 00:30:44.222
the cost is very low in my

00:30:44.262 --> 00:30:45.805
opinion for most of these

00:30:45.884 --> 00:30:47.346
answering service people are,

00:30:48.185 --> 00:30:48.665
Most of them are

00:30:48.707 --> 00:30:50.107
surprisingly very professional.

00:30:50.528 --> 00:30:52.429
And the ones that are not or awkward,

00:30:52.449 --> 00:30:55.332
I can score the caller, the agent.

00:30:55.771 --> 00:30:57.813
And I can say, this agent is very awkward.

00:30:57.894 --> 00:31:00.635
Please do not ever have this

00:31:00.756 --> 00:31:02.557
agent answer my phone ever again.

00:31:02.576 --> 00:31:04.097
This was extremely awkward.

00:31:04.659 --> 00:31:08.402
Or sometimes the caller is very rude.

00:31:09.249 --> 00:31:09.788
New York city.

00:31:09.808 --> 00:31:10.750
So shocking.

00:31:11.809 --> 00:31:13.230
So I say, I'll write,

00:31:13.290 --> 00:31:14.291
I'll write a little thing and I'll,

00:31:14.392 --> 00:31:16.133
and I'll score that agent as excellent.

00:31:16.153 --> 00:31:17.993
And I'll say, Hey, I listened to the call.

00:31:18.433 --> 00:31:19.994
This caller was very rude.

00:31:20.015 --> 00:31:20.535
You handled it.

00:31:20.634 --> 00:31:21.075
Excellent.

00:31:21.214 --> 00:31:21.635
Excellently.

00:31:21.715 --> 00:31:22.536
Thank you so much for your

00:31:22.596 --> 00:31:23.375
professionalism.

00:31:23.395 --> 00:31:23.436
Uh,

00:31:24.497 --> 00:31:24.977
And that way,

00:31:25.037 --> 00:31:26.198
maybe they get kudos or they

00:31:26.238 --> 00:31:27.117
get a raise or whatever

00:31:27.157 --> 00:31:28.838
inside their answering service company.

00:31:29.239 --> 00:31:30.980
So most of them are very professional.

00:31:31.220 --> 00:31:33.381
And but there's not so much of a script.

00:31:33.441 --> 00:31:35.761
It's really like just things, information,

00:31:35.821 --> 00:31:36.903
data points that they need

00:31:36.923 --> 00:31:39.423
to collect all the contact information,

00:31:39.963 --> 00:31:40.545
location.

00:31:41.525 --> 00:31:43.826
And then they do ask, you know, hey, Jimmy,

00:31:44.007 --> 00:31:45.848
well, would this be private pay?

00:31:45.888 --> 00:31:46.490
Would this be through your

00:31:46.529 --> 00:31:47.871
insurance or would this be private pay?

00:31:48.411 --> 00:31:49.531
And then they'll get

00:31:49.571 --> 00:31:50.752
insurance if they want to

00:31:51.114 --> 00:31:52.234
give their insurance information.

00:31:52.494 --> 00:31:53.016
Most of the time,

00:31:53.036 --> 00:31:54.576
people don't even have their card handy.

00:31:54.696 --> 00:31:56.519
It's like insurance is important to them,

00:31:56.638 --> 00:31:57.358
but they don't even have an

00:31:57.559 --> 00:31:58.540
insurance card handy.

00:31:58.560 --> 00:31:59.520
Like, it's crazy.

00:32:00.382 --> 00:32:01.961
Um, but then someone will say, well,

00:32:01.981 --> 00:32:02.462
how much is it?

00:32:02.643 --> 00:32:03.542
And then they'll say, oh,

00:32:03.682 --> 00:32:04.163
I don't have that

00:32:04.202 --> 00:32:05.022
information in front of me,

00:32:05.063 --> 00:32:06.042
but I will definitely have

00:32:06.083 --> 00:32:07.683
someone from the practice

00:32:07.703 --> 00:32:09.743
call you and get those calls answered.

00:32:10.023 --> 00:32:11.085
And usually we can call that

00:32:11.125 --> 00:32:13.684
person back in a time,

00:32:14.345 --> 00:32:17.165
in a timeline that still surprises them.

00:32:17.786 --> 00:32:18.705
Like you don't have to be

00:32:18.746 --> 00:32:21.666
that good in healthcare to actually get,

00:32:21.747 --> 00:32:22.126
you know,

00:32:22.386 --> 00:32:23.626
to surprise and delight your

00:32:23.666 --> 00:32:24.387
prospective patients.

00:32:24.867 --> 00:32:25.067
Yeah.

00:32:25.087 --> 00:32:25.567
The bar is low.

00:32:26.788 --> 00:32:27.569
So let me ask you,

00:32:29.111 --> 00:32:31.073
I shared this yesterday and

00:32:31.613 --> 00:32:33.194
I would be curious to hear

00:32:33.234 --> 00:32:34.596
what both you guys have to say.

00:32:34.655 --> 00:32:35.836
So one of the things is

00:32:36.337 --> 00:32:37.438
telehealth is still covered

00:32:37.459 --> 00:32:39.400
through Medicare until the end of 2024,

00:32:39.400 --> 00:32:41.201
December 31st.

00:32:41.942 --> 00:32:44.023
One of the strategies that is kind of,

00:32:44.605 --> 00:32:45.846
when I think about the

00:32:45.986 --> 00:32:47.567
function of that first call,

00:32:48.387 --> 00:32:49.990
I love to get all the

00:32:50.049 --> 00:32:51.371
information I possibly can

00:32:51.432 --> 00:32:52.251
on the first call.

00:32:52.452 --> 00:32:53.433
If I have the time,

00:32:53.653 --> 00:32:55.134
my admin staff used to do it.

00:32:55.635 --> 00:32:57.357
We would ask, why are we seeing you?

00:32:57.438 --> 00:32:58.259
What's been going on?

00:32:58.298 --> 00:32:58.940
What makes it better?

00:32:58.980 --> 00:32:59.759
What makes it worse?

00:32:59.779 --> 00:33:01.241
What other procedures have you had?

00:33:01.301 --> 00:33:02.383
You know, all of the stuff.

00:33:02.583 --> 00:33:04.244
Most of my evaluation would

00:33:04.285 --> 00:33:05.586
theoretically be done at

00:33:06.366 --> 00:33:07.568
that first phone call.

00:33:07.608 --> 00:33:08.869
But the problem was that was

00:33:08.990 --> 00:33:10.030
not a billable event.

00:33:11.017 --> 00:33:13.298
With telehealth and really

00:33:13.378 --> 00:33:15.421
with the changes in technology,

00:33:15.560 --> 00:33:16.862
we're at the point now

00:33:17.422 --> 00:33:19.784
where theoretically a new

00:33:19.844 --> 00:33:20.825
patient could call.

00:33:21.586 --> 00:33:23.386
I already have their name on

00:33:23.406 --> 00:33:24.028
the voicemail.

00:33:24.147 --> 00:33:25.409
Usually it's the right name.

00:33:25.669 --> 00:33:26.690
I already have their phone

00:33:26.730 --> 00:33:27.971
number on the voicemail.

00:33:28.791 --> 00:33:28.832
Uh,

00:33:29.451 --> 00:33:32.535
I could see a world where I could say, hey,

00:33:32.595 --> 00:33:34.375
you know, I've got a couple of minutes.

00:33:34.756 --> 00:33:35.836
Would you like to switch to

00:33:35.876 --> 00:33:37.538
a voice calls or a video

00:33:37.577 --> 00:33:39.460
call so that we can get all

00:33:39.500 --> 00:33:40.681
this paperwork out of the way?

00:33:40.721 --> 00:33:41.340
And when you come in,

00:33:41.381 --> 00:33:42.021
you don't have to do

00:33:42.182 --> 00:33:44.124
anything except sign a single form.

00:33:44.804 --> 00:33:47.326
Now, it's a convenience to the client.

00:33:47.846 --> 00:33:49.686
And I think enough of them would say yes,

00:33:49.708 --> 00:33:51.209
that it's worth at least the offer.

00:33:51.249 --> 00:33:52.449
If they say no, no big deal.

00:33:53.009 --> 00:33:55.050
But then what would happen is I would say,

00:33:55.111 --> 00:33:56.192
is this your cell phone number?

00:33:56.231 --> 00:33:57.153
Can I text you a link?

00:33:57.192 --> 00:33:58.032
And they would say yes.

00:33:58.073 --> 00:33:59.413
And then we'd end that call.

00:33:59.994 --> 00:34:01.175
I'd text them a link to a

00:34:01.215 --> 00:34:02.636
HIPAA compliant platform

00:34:02.676 --> 00:34:03.836
that allows telehealth.

00:34:03.876 --> 00:34:05.038
And there's at least two

00:34:05.097 --> 00:34:06.098
that are still free.

00:34:08.179 --> 00:34:11.242
CV, the letter S V E E and doxy.

00:34:12.278 --> 00:34:14.400
you can immediately send them a link.

00:34:14.480 --> 00:34:16.280
They don't need an app to download.

00:34:16.922 --> 00:34:18.521
And then you can turn that

00:34:18.601 --> 00:34:19.922
initial contact into a

00:34:19.983 --> 00:34:21.244
telehealth visit that is a

00:34:21.603 --> 00:34:22.364
billable event.

00:34:23.085 --> 00:34:25.045
So that whether you're a mobile therapist,

00:34:25.065 --> 00:34:26.467
you're a brick and mortar therapist,

00:34:26.507 --> 00:34:28.668
you get that evaluation done by phone,

00:34:28.688 --> 00:34:30.208
you get all the information you need.

00:34:30.349 --> 00:34:31.268
Maybe there's a couple

00:34:31.309 --> 00:34:32.469
measurements you get on the

00:34:32.510 --> 00:34:33.329
first followup.

00:34:34.130 --> 00:34:35.170
And now you've just

00:34:35.271 --> 00:34:37.893
recovered 15 or 20 minutes

00:34:37.932 --> 00:34:39.934
that you would have spent in an interview

00:34:40.733 --> 00:34:41.994
that it's a billable event.

00:34:42.155 --> 00:34:42.914
And then you go straight

00:34:42.954 --> 00:34:43.815
into treatment the first

00:34:43.835 --> 00:34:44.755
time you're face to face.

00:34:45.577 --> 00:34:47.097
Would you guys see a world

00:34:47.157 --> 00:34:48.458
in which people are doing

00:34:48.498 --> 00:34:49.739
this just routinely?

00:34:50.019 --> 00:34:50.420
Hell yes.

00:34:50.960 --> 00:34:52.340
And here's why I think more

00:34:52.360 --> 00:34:53.681
and more people are understanding.

00:34:55.472 --> 00:34:56.552
that they valued their time

00:34:56.893 --> 00:34:58.494
more than almost anything else.

00:34:58.813 --> 00:34:59.934
So, and actually,

00:35:00.054 --> 00:35:01.034
I don't think she's watching right now,

00:35:01.074 --> 00:35:02.516
but she was watching earlier.

00:35:02.536 --> 00:35:04.297
I think it was Christine who

00:35:04.317 --> 00:35:06.177
was on the stream on LinkedIn was,

00:35:07.717 --> 00:35:08.818
I think it was her.

00:35:08.838 --> 00:35:11.099
I want to give credit was

00:35:11.579 --> 00:35:12.601
how did she frame it?

00:35:12.740 --> 00:35:13.722
I don't think it's perfect yet,

00:35:13.742 --> 00:35:14.322
but it's close.

00:35:14.902 --> 00:35:17.342
Like back, back pocket PT.

00:35:17.463 --> 00:35:18.724
Do you want a PT in the back

00:35:18.744 --> 00:35:19.224
of your pocket?

00:35:19.244 --> 00:35:20.184
And her ad was essentially

00:35:20.204 --> 00:35:20.844
like someone putting their

00:35:20.905 --> 00:35:21.885
phone in the back pocket.

00:35:23.300 --> 00:35:24.742
And that's what you want.

00:35:25.083 --> 00:35:26.103
Like we talked about this on

00:35:26.143 --> 00:35:27.045
an earlier episode,

00:35:27.085 --> 00:35:28.025
like when Spotify was

00:35:28.065 --> 00:35:28.806
coming out and I was still

00:35:28.827 --> 00:35:30.469
working in radio, I was like, Oh my gosh,

00:35:30.509 --> 00:35:31.650
Pandora, Pandora was first.

00:35:31.670 --> 00:35:31.889
Sorry.

00:35:32.650 --> 00:35:34.092
And it was like, but my boss was like,

00:35:34.132 --> 00:35:36.934
we sell access and we sell companionship.

00:35:37.476 --> 00:35:38.697
Music's music's quite

00:35:38.737 --> 00:35:39.518
literally the background.

00:35:39.577 --> 00:35:39.737
Yeah.

00:35:39.797 --> 00:35:40.478
Christine was that,

00:35:40.938 --> 00:35:42.300
I think that was her back pocket PT.

00:35:42.320 --> 00:35:43.181
What were you saying?

00:35:43.581 --> 00:35:45.463
a sidebar she christine

00:35:45.483 --> 00:35:46.983
wrote back with the the

00:35:47.063 --> 00:35:48.264
uniforms for the men's

00:35:48.364 --> 00:35:49.505
beach volleyball she wrote

00:35:49.804 --> 00:35:51.465
men should wear jeans no

00:35:51.565 --> 00:35:53.726
shirts and and aviators you

00:35:53.746 --> 00:35:54.427
guys know what that's from

00:35:54.467 --> 00:35:56.447
right pop gun baby pop gun

00:35:56.547 --> 00:35:57.628
absolutely christine thank

00:35:57.648 --> 00:35:58.528
you so much for the live

00:35:58.588 --> 00:36:02.050
comment ice slider ice man

00:36:02.530 --> 00:36:04.791
one of the most random does

00:36:04.952 --> 00:36:06.112
not progress the plot

00:36:07.007 --> 00:36:08.268
Nothing to do with the movie.

00:36:08.309 --> 00:36:11.269
Just a bunch of dudes.

00:36:11.409 --> 00:36:13.630
Who would play beach volleyball in jeans?

00:36:13.891 --> 00:36:15.632
What heathen is this?

00:36:16.192 --> 00:36:17.733
West Coast, I guess.

00:36:18.193 --> 00:36:19.353
All right, I got to admit this.

00:36:19.414 --> 00:36:20.634
The first time I went to a

00:36:20.733 --> 00:36:21.795
CrossFit workout,

00:36:21.855 --> 00:36:23.434
it was a community-wide and

00:36:23.494 --> 00:36:24.476
anybody could come.

00:36:24.516 --> 00:36:25.436
Don't even say it.

00:36:25.456 --> 00:36:28.838
I did wear cargo shorts,

00:36:28.998 --> 00:36:30.659
like thick canvas cargo

00:36:30.719 --> 00:36:32.860
shorts and some shirt or something.

00:36:32.880 --> 00:36:34.980
So that you could put more

00:36:35.001 --> 00:36:35.780
weight in your pocket.

00:36:38.505 --> 00:36:38.744
Right.

00:36:38.766 --> 00:36:40.606
All right.

00:36:40.688 --> 00:36:41.608
Quick left turn.

00:36:42.088 --> 00:36:43.110
What do you guys think about

00:36:43.150 --> 00:36:46.373
these things like health fairs, 5Ks?

00:36:46.454 --> 00:36:46.733
You know,

00:36:46.833 --> 00:36:48.596
is it worth the therapist time

00:36:48.635 --> 00:36:49.657
that mobile therapist who's

00:36:49.677 --> 00:36:52.019
trying to get started going out,

00:36:52.179 --> 00:36:53.400
giving free massages,

00:36:53.460 --> 00:36:54.442
doing that kind of stuff?

00:36:55.163 --> 00:36:56.625
I could go either way on this, too.

00:36:57.085 --> 00:36:57.346
Yes.

00:36:57.885 --> 00:36:59.708
Chiropractors have built their entire.

00:37:01.106 --> 00:37:01.847
profession on it.

00:37:02.268 --> 00:37:03.648
At every health fair,

00:37:03.668 --> 00:37:04.809
there's usually a chiropractor.

00:37:05.289 --> 00:37:05.949
In Brooklyn here,

00:37:05.989 --> 00:37:07.911
there's these summer

00:37:07.952 --> 00:37:09.552
strolls and I don't know how many,

00:37:09.612 --> 00:37:10.592
six or 10 or whatever

00:37:10.632 --> 00:37:11.614
blocks are shut down and

00:37:12.054 --> 00:37:13.235
families are out and

00:37:13.255 --> 00:37:16.297
there's vendors and food

00:37:16.317 --> 00:37:17.597
trucks and a whole bunch of other things.

00:37:18.217 --> 00:37:18.759
And guess what?

00:37:19.179 --> 00:37:21.219
Whether it's New Jersey where I'm from,

00:37:21.360 --> 00:37:22.481
Philly where I went to school,

00:37:23.141 --> 00:37:24.742
New York City, other states,

00:37:26.244 --> 00:37:27.503
chiropractors are always at

00:37:27.603 --> 00:37:29.266
every health fair and they just...

00:37:30.005 --> 00:37:30.445
They do it.

00:37:30.465 --> 00:37:31.806
They'll put a spine model

00:37:31.847 --> 00:37:33.387
and a table in front of whatever,

00:37:33.429 --> 00:37:35.030
the Acme, the grocery store,

00:37:35.449 --> 00:37:35.929
whatever it is.

00:37:36.070 --> 00:37:38.391
And they, I believe,

00:37:38.472 --> 00:37:42.594
have built all their profits,

00:37:42.614 --> 00:37:44.396
all their revenue, all their income,

00:37:44.516 --> 00:37:45.376
their whole profession

00:37:45.416 --> 00:37:47.117
based off of touching more

00:37:47.137 --> 00:37:48.378
people in the community.

00:37:48.458 --> 00:37:49.800
It's a numbers game.

00:37:49.840 --> 00:37:50.840
It's a volume game for them.

00:37:51.420 --> 00:37:51.942
And it works.

00:37:52.442 --> 00:37:53.382
If you're a mobile therapist,

00:37:53.523 --> 00:37:55.563
you probably have more time than money.

00:37:56.164 --> 00:37:57.545
And you absolutely should do those things.

00:37:58.306 --> 00:38:00.086
I think it depends.

00:38:00.186 --> 00:38:03.288
And I'm playing the defense card hard.

00:38:03.929 --> 00:38:05.108
I think if you do it crappy,

00:38:05.148 --> 00:38:05.809
you'll look crappy.

00:38:05.849 --> 00:38:06.849
And I think if you do it well,

00:38:07.030 --> 00:38:07.570
you do it well.

00:38:07.710 --> 00:38:08.490
And I tell people,

00:38:08.630 --> 00:38:10.311
unless you're doing it well, don't do it.

00:38:10.851 --> 00:38:12.393
So if you're showing up with like,

00:38:12.853 --> 00:38:13.152
you know,

00:38:13.452 --> 00:38:14.994
the Bills mafia table that

00:38:15.034 --> 00:38:16.994
people break every tailgate

00:38:17.195 --> 00:38:19.976
at a Bills game and a tent

00:38:20.175 --> 00:38:21.257
and that is that is it.

00:38:22.079 --> 00:38:24.061
you will look like you spent

00:38:24.061 --> 00:38:25.123
$28 at Costco.

00:38:25.262 --> 00:38:27.465
If you're Josh Funk at Rehab

00:38:27.485 --> 00:38:29.047
to Perform and you roll up

00:38:29.086 --> 00:38:31.269
with an F-150 and a trailer

00:38:31.809 --> 00:38:33.211
that is logoed, sorry,

00:38:33.231 --> 00:38:34.333
that picture's grainy,

00:38:34.873 --> 00:38:36.936
look at that giant QR code, right?

00:38:37.237 --> 00:38:38.659
Look at that giant logo.

00:38:39.159 --> 00:38:40.481
Look, it's brought to you by Hyperice.

00:38:40.541 --> 00:38:41.322
And I don't have a photo,

00:38:41.342 --> 00:38:42.182
but when you open that,

00:38:43.344 --> 00:38:45.286
It's a bunch of plush chairs,

00:38:45.365 --> 00:38:48.427
like big leather chairs.

00:38:48.588 --> 00:38:50.489
And then the guns and the

00:38:50.568 --> 00:38:52.789
Norma tech leg things and the,

00:38:52.849 --> 00:38:54.351
this and the flat screens.

00:38:54.851 --> 00:38:55.150
So like,

00:38:55.831 --> 00:38:57.251
I'm sure if you were in a meeting

00:38:57.572 --> 00:38:59.494
at some clinic and you were like, Hey,

00:38:59.693 --> 00:39:01.835
I need, what do you think that costs?

00:39:03.007 --> 00:39:05.869
Let's say $60,000 to do everything.

00:39:05.989 --> 00:39:07.690
Logo, trailer, insurance,

00:39:08.150 --> 00:39:09.471
not even counting the truck.

00:39:09.530 --> 00:39:10.782
The truck's going to be $60,000,

00:39:10.782 --> 00:39:12.713
$70,000 on top of it.

00:39:13.333 --> 00:39:13.753
You might say,

00:39:13.793 --> 00:39:15.134
how are we going to make the money back,

00:39:15.193 --> 00:39:15.434
Jimmy?

00:39:15.614 --> 00:39:18.096
Are we charging people $8 to

00:39:18.295 --> 00:39:19.356
get a massage gun?

00:39:19.376 --> 00:39:20.856
I bet you Josh Funk is like, no,

00:39:20.916 --> 00:39:21.217
we're not.

00:39:21.358 --> 00:39:22.038
We're not doing anything

00:39:22.398 --> 00:39:24.579
except showing people what we're worth.

00:39:24.599 --> 00:39:25.260
I bet you there's someone

00:39:25.300 --> 00:39:26.559
walking around with an iPad going,

00:39:26.880 --> 00:39:28.280
when can we get you in?

00:39:28.320 --> 00:39:29.161
You're a little sore from this $5,000.

00:39:30.594 --> 00:39:33.657
So should you do this is if

00:39:33.677 --> 00:39:35.057
you're going to do it well, yes.

00:39:35.458 --> 00:39:36.418
If you're going to show up

00:39:36.778 --> 00:39:38.559
with a crappy banner and

00:39:39.221 --> 00:39:41.101
looking like you could be

00:39:41.121 --> 00:39:43.043
at a flea market next week, don't.

00:39:44.143 --> 00:39:44.724
And he, by the way,

00:39:44.784 --> 00:39:46.244
he posted somewhere on social media,

00:39:46.264 --> 00:39:47.226
maybe with that post,

00:39:47.286 --> 00:39:48.907
that he did that with the

00:39:48.967 --> 00:39:49.686
trailer and everything.

00:39:49.786 --> 00:39:51.148
He wanted it to be different

00:39:51.188 --> 00:39:52.528
than all of the other

00:39:53.369 --> 00:39:54.710
pop-up tents and the

00:39:54.771 --> 00:39:56.731
regular tables at whatever

00:39:56.811 --> 00:39:58.072
health fair or health event

00:39:58.253 --> 00:39:59.414
or sporting event.

00:40:00.074 --> 00:40:01.235
Yeah, it's different.

00:40:01.335 --> 00:40:01.474
And,

00:40:01.954 --> 00:40:03.615
and also it could be raining and you

00:40:03.655 --> 00:40:04.036
could, you know,

00:40:04.077 --> 00:40:05.858
it could be really hot and sunny and you,

00:40:06.057 --> 00:40:06.277
you know,

00:40:06.378 --> 00:40:08.278
the athletes can just go inside the, uh,

00:40:08.639 --> 00:40:09.960
that trailer and they're

00:40:10.000 --> 00:40:10.661
out of the elements.

00:40:10.721 --> 00:40:12.342
So like it's, and it's just,

00:40:12.461 --> 00:40:13.521
you close it up and it's like,

00:40:13.681 --> 00:40:14.443
everything is packed in.

00:40:14.463 --> 00:40:15.684
So there's no like unloading

00:40:15.744 --> 00:40:16.443
and loading back.

00:40:17.045 --> 00:40:18.204
I've done a few of these.

00:40:18.585 --> 00:40:19.726
And I remember like maybe

00:40:19.746 --> 00:40:20.507
the night before I was

00:40:20.586 --> 00:40:21.867
never the clinic manager, but being like,

00:40:21.907 --> 00:40:22.387
what are we going to do

00:40:22.407 --> 00:40:22.907
when we get there?

00:40:22.927 --> 00:40:23.929
Like, you know, hang out,

00:40:24.048 --> 00:40:24.748
say hi to people.

00:40:24.869 --> 00:40:25.210
And I'm like,

00:40:26.030 --> 00:40:27.710
That sounds like a bad plan, guys.

00:40:27.809 --> 00:40:29.251
Like, you know, be yourself.

00:40:29.371 --> 00:40:30.471
I always get the be yourself.

00:40:30.550 --> 00:40:31.891
And I'm like, OK, like,

00:40:32.010 --> 00:40:34.572
what's my what's my call to action?

00:40:34.751 --> 00:40:35.911
Hey, like you don't have to.

00:40:36.271 --> 00:40:37.251
Josh's people don't have to

00:40:37.291 --> 00:40:38.052
have a call to action.

00:40:38.373 --> 00:40:40.092
The thing speaks for itself.

00:40:40.512 --> 00:40:41.753
People are lined up.

00:40:42.233 --> 00:40:43.534
So I'd say the answer is yes,

00:40:43.574 --> 00:40:45.333
if you're going to do it well and hard no,

00:40:45.393 --> 00:40:46.134
if you're going to show up

00:40:46.554 --> 00:40:47.255
and you're not going to put

00:40:47.315 --> 00:40:48.355
any effort into it.

00:40:49.177 --> 00:40:51.358
Yeah, mine was always a hard no.

00:40:51.378 --> 00:40:52.778
I hated those things.

00:40:52.980 --> 00:40:53.599
I did it.

00:40:53.780 --> 00:40:54.800
I would look at the ground.

00:40:54.860 --> 00:40:56.260
I wouldn't make eye contact.

00:40:56.360 --> 00:40:57.501
It was miserable.

00:40:57.521 --> 00:41:00.702
And it was just a complete

00:41:00.722 --> 00:41:02.722
waste of time because I was

00:41:02.782 --> 00:41:04.063
not the right person to be there.

00:41:04.463 --> 00:41:04.704
Okay.

00:41:05.083 --> 00:41:05.443
But hold on.

00:41:05.463 --> 00:41:06.565
Would you consider me the

00:41:06.605 --> 00:41:07.445
right person to be there?

00:41:07.505 --> 00:41:07.965
My person?

00:41:08.065 --> 00:41:09.065
A hundred percent.

00:41:09.085 --> 00:41:10.065
A million percent.

00:41:10.146 --> 00:41:11.746
But I push back and I go,

00:41:11.806 --> 00:41:12.867
you need to give me

00:41:12.967 --> 00:41:14.148
something to work with.

00:41:15.286 --> 00:41:17.009
Me being here and being a PT

00:41:17.110 --> 00:41:18.632
is not enough to work with here.

00:41:18.952 --> 00:41:19.994
What is my purpose?

00:41:20.054 --> 00:41:20.213
Like,

00:41:20.534 --> 00:41:22.157
I want to be the actor on set and be like,

00:41:22.197 --> 00:41:24.239
hey, director, give me direction.

00:41:24.280 --> 00:41:25.862
What's my motivation for this scene?

00:41:25.882 --> 00:41:26.563
And a lot of times it's like,

00:41:26.702 --> 00:41:27.543
I need you to be there.

00:41:27.623 --> 00:41:28.865
And I go, then send a billboard.

00:41:28.885 --> 00:41:31.248
What were you going to say, Dave?

00:41:32.119 --> 00:41:33.820
So like if I like obviously

00:41:33.860 --> 00:41:34.780
we're talking about some of

00:41:34.800 --> 00:41:35.940
these early therapists that

00:41:36.059 --> 00:41:36.820
don't have the budget to

00:41:36.860 --> 00:41:38.621
have someone like a Jimmy McKay do it.

00:41:38.661 --> 00:41:40.521
But if you did, I would say, you know,

00:41:41.041 --> 00:41:42.121
Jimmy's the game plan would

00:41:42.161 --> 00:41:43.963
be say hello to as many

00:41:44.003 --> 00:41:44.623
people as possible.

00:41:44.663 --> 00:41:44.963
In fact,

00:41:44.983 --> 00:41:46.103
you should not be on the inside of

00:41:46.123 --> 00:41:46.483
the table.

00:41:46.543 --> 00:41:48.744
You have to be on the outside barrier.

00:41:49.083 --> 00:41:49.824
You don't want a barrier

00:41:49.864 --> 00:41:51.184
between you and the

00:41:51.525 --> 00:41:52.364
attendees of this health

00:41:52.405 --> 00:41:53.806
fair or wherever you are.

00:41:54.385 --> 00:41:55.748
So that's what I did when I

00:41:55.788 --> 00:41:58.050
had initial at PPS two different years,

00:41:58.110 --> 00:41:58.692
I had a booth.

00:41:59.012 --> 00:42:00.092
I was not on the inside of the booth.

00:42:00.112 --> 00:42:01.094
I was on the outside and I

00:42:01.114 --> 00:42:01.956
was stopping and saying

00:42:01.996 --> 00:42:03.536
hello to every single person.

00:42:03.597 --> 00:42:04.699
Hey, I'm a physical therapist.

00:42:05.119 --> 00:42:06.041
I'm a practice owner and I

00:42:06.101 --> 00:42:06.681
have this thing.

00:42:07.561 --> 00:42:09.224
So the game plan for you,

00:42:09.284 --> 00:42:09.925
Jimmy would be like,

00:42:10.585 --> 00:42:11.206
just be yourself.

00:42:11.246 --> 00:42:14.047
So it would be say hello, make eye contact,

00:42:14.168 --> 00:42:15.809
shake as many hands as possible,

00:42:15.889 --> 00:42:16.349
meet people.

00:42:16.389 --> 00:42:17.829
That's like the biggest number.

00:42:17.849 --> 00:42:19.369
And then the next number in

00:42:19.409 --> 00:42:21.451
that funnel would be lead generation.

00:42:21.492 --> 00:42:22.811
So how many new phone number,

00:42:22.931 --> 00:42:24.672
email contacts can you get?

00:42:24.793 --> 00:42:27.094
Even if they show some interest,

00:42:27.114 --> 00:42:28.655
some slight interest in whatever,

00:42:28.675 --> 00:42:30.115
you know, the therapy or whatever it is.

00:42:30.536 --> 00:42:31.175
This is where I,

00:42:31.335 --> 00:42:33.217
this is where I go full Jordan Belfort.

00:42:33.456 --> 00:42:35.918
I go, I go sell me this pen.

00:42:36.983 --> 00:42:38.344
And the thing is,

00:42:38.523 --> 00:42:39.605
I think a lot of PTs do

00:42:39.644 --> 00:42:41.146
this wrong where they set up a table.

00:42:41.445 --> 00:42:42.126
And I'm not saying you got

00:42:42.166 --> 00:42:43.327
to spend 60 grand to matter.

00:42:43.347 --> 00:42:44.467
I'm saying doing it well,

00:42:45.268 --> 00:42:47.108
you could spend $100 and do it well.

00:42:47.148 --> 00:42:47.949
There needs to be a perfect.

00:42:48.190 --> 00:42:49.369
So I go to Jordan Belfort,

00:42:49.449 --> 00:42:51.190
Wolf of Wall Street, sell me this pen.

00:42:51.871 --> 00:42:52.932
And you guys know the trick

00:42:52.972 --> 00:42:54.172
behind sell me this pen, right?

00:42:54.213 --> 00:42:55.393
Which is, it's not about the pen.

00:42:55.494 --> 00:42:56.335
It's not about you.

00:42:56.514 --> 00:42:57.135
It's about them.

00:42:57.594 --> 00:42:59.295
Hey, tell me, how'd your 5K go?

00:42:59.396 --> 00:42:59.916
Like if you're doing,

00:42:59.936 --> 00:43:01.458
let's say you're at the end of a 5K.

00:43:01.757 --> 00:43:02.257
How'd it go?

00:43:02.378 --> 00:43:03.079
How long did you train?

00:43:03.159 --> 00:43:03.438
Gosh.

00:43:03.998 --> 00:43:05.320
I never ask people what their time was.

00:43:05.340 --> 00:43:05.820
I always ask,

00:43:05.860 --> 00:43:06.460
how'd you feel when you

00:43:06.481 --> 00:43:07.320
crossed the finish line?

00:43:07.360 --> 00:43:08.681
Man, you're gonna do another one?

00:43:09.521 --> 00:43:10.422
Nothing's about you.

00:43:11.083 --> 00:43:11.864
Understand you're in the

00:43:11.923 --> 00:43:14.304
experience business and you're trying to,

00:43:14.344 --> 00:43:15.346
I go back to my cryptic

00:43:15.385 --> 00:43:16.425
post a couple days ago,

00:43:16.967 --> 00:43:18.288
you're in the attention business.

00:43:19.181 --> 00:43:19.822
And if you're going to stand

00:43:19.862 --> 00:43:20.782
behind a table with a

00:43:20.802 --> 00:43:22.184
massage gun in a weird tent,

00:43:22.704 --> 00:43:23.405
that's some bet.

00:43:23.425 --> 00:43:24.427
You're not going to get attention.

00:43:24.487 --> 00:43:25.889
And any attention you get is

00:43:25.909 --> 00:43:27.070
going to say pretty

00:43:27.170 --> 00:43:28.831
negative things about you, in my opinion.

00:43:28.871 --> 00:43:29.632
But if you can turn it

00:43:29.672 --> 00:43:31.355
around and you can bring a

00:43:31.394 --> 00:43:32.556
personality and your goal

00:43:32.615 --> 00:43:33.496
is lead generation,

00:43:34.038 --> 00:43:34.777
but you don't have to get

00:43:35.039 --> 00:43:36.059
everybody to sign up.

00:43:36.099 --> 00:43:36.820
This is where I think a lot

00:43:36.840 --> 00:43:37.541
of people screw up, too,

00:43:37.561 --> 00:43:39.483
where they're like, let's do a giveaway.

00:43:40.083 --> 00:43:41.425
I used to work in radio, man,

00:43:41.585 --> 00:43:43.728
and giveaways are lazy if

00:43:43.788 --> 00:43:45.170
they are just to do a giveaway.

00:43:45.630 --> 00:43:47.192
The quickest way to burn

00:43:47.192 --> 00:43:50.135
$100 is just- And the leads are not good.

00:43:50.175 --> 00:43:50.956
All the contacts,

00:43:51.195 --> 00:43:52.597
they're caring about the giveaway,

00:43:52.617 --> 00:43:53.557
but not about whatever.

00:43:53.657 --> 00:43:55.059
And they're like, what company are you?

00:43:55.199 --> 00:43:55.780
What do you guys do?

00:43:56.510 --> 00:43:56.809
Correct.

00:43:57.451 --> 00:43:58.530
Remember that party I did at

00:43:58.610 --> 00:44:00.351
CSM two years ago, Party with a Purpose?

00:44:00.891 --> 00:44:02.833
So we'll do a longer episode

00:44:02.853 --> 00:44:03.514
on this if you want,

00:44:03.534 --> 00:44:04.934
because I did a solo one.

00:44:04.954 --> 00:44:05.755
It would be better for your

00:44:05.775 --> 00:44:06.795
thoughts on how I just

00:44:06.976 --> 00:44:08.056
conned a bunch of companies

00:44:08.115 --> 00:44:09.817
out of money in a good way

00:44:09.976 --> 00:44:10.757
to then throw a better

00:44:10.797 --> 00:44:11.538
party than they would have

00:44:11.577 --> 00:44:13.679
spent their money on individually.

00:44:14.599 --> 00:44:15.521
But each per each

00:44:15.581 --> 00:44:17.221
organization that donated

00:44:17.521 --> 00:44:18.481
right to help me throw the

00:44:18.501 --> 00:44:20.643
party got a respective a

00:44:20.762 --> 00:44:22.003
proportionate number of tickets.

00:44:22.623 --> 00:44:23.545
And then I met with them and

00:44:23.565 --> 00:44:23.844
they were like,

00:44:23.864 --> 00:44:24.344
what are we going to do

00:44:24.364 --> 00:44:24.925
with these tickets?

00:44:24.965 --> 00:44:25.706
And I was like, guys,

00:44:25.766 --> 00:44:26.985
let me walk you right through this.

00:44:27.206 --> 00:44:28.067
Give them to your staff.

00:44:28.586 --> 00:44:29.527
But you're going to get more

00:44:29.608 --> 00:44:30.708
tickets than your staff is

00:44:30.748 --> 00:44:31.708
probably going to be on hand.

00:44:32.429 --> 00:44:34.329
I'm like, you could run a giveaway like,

00:44:34.371 --> 00:44:34.791
you know, hey,

00:44:34.851 --> 00:44:36.211
put your business card or

00:44:36.271 --> 00:44:38.072
sign up on this iPad to go into that.

00:44:38.413 --> 00:44:39.454
I'm like, do some of that.

00:44:39.934 --> 00:44:41.795
Also have a couple in your back pocket.

00:44:42.235 --> 00:44:44.057
And when you're 10 minutes into someone,

00:44:44.077 --> 00:44:45.659
you're like, this is my ideal person.

00:44:46.313 --> 00:44:47.896
I want you to look around like this, like,

00:44:47.916 --> 00:44:49.217
hey, man, I'm not supposed to do this,

00:44:49.317 --> 00:44:50.778
but I got this party.

00:44:51.820 --> 00:44:52.619
Would you want to come to

00:44:52.679 --> 00:44:53.340
something like this?

00:44:53.802 --> 00:44:55.023
Because it's not about you.

00:44:55.222 --> 00:44:57.184
Now it's I have access to this thing.

00:44:57.945 --> 00:44:59.547
And did we sell out that party?

00:44:59.726 --> 00:44:59.987
Yes.

00:45:00.547 --> 00:45:00.929
In fact,

00:45:01.228 --> 00:45:03.570
people snuck into my charity party.

00:45:03.751 --> 00:45:05.934
People were lying and faking

00:45:05.974 --> 00:45:07.155
their way into a charity party.

00:45:07.614 --> 00:45:09.177
And to me,

00:45:09.237 --> 00:45:10.599
that was the ultimate sign that

00:45:10.659 --> 00:45:11.880
we had done something.

00:45:12.302 --> 00:45:14.023
When you threw a party so cool,

00:45:14.043 --> 00:45:14.664
I'm using air quotes,

00:45:14.945 --> 00:45:16.306
that people were trying to sneak in.

00:45:16.327 --> 00:45:18.309
I wasn't selling alcohol or

00:45:18.409 --> 00:45:20.632
food or a museum or a band.

00:45:20.652 --> 00:45:22.054
I was selling exclusivity,

00:45:22.173 --> 00:45:23.215
and people loved that.

00:45:24.827 --> 00:45:25.626
So let me take you,

00:45:25.827 --> 00:45:26.947
let me ask you guys one

00:45:26.987 --> 00:45:28.688
more question as we run out of time.

00:45:29.708 --> 00:45:30.688
And this goes back to the

00:45:30.728 --> 00:45:31.929
patient experience and

00:45:31.989 --> 00:45:33.730
impact and every decision

00:45:33.769 --> 00:45:34.829
we make around our business

00:45:34.869 --> 00:45:36.449
should have an expected outcome.

00:45:36.570 --> 00:45:37.851
Kind of what Jimmy was just saying.

00:45:38.670 --> 00:45:39.791
Paying, paying.

00:45:39.871 --> 00:45:41.851
Does the patient pay before

00:45:41.891 --> 00:45:43.052
the service is delivered?

00:45:43.251 --> 00:45:44.773
Does the patient pay after

00:45:45.012 --> 00:45:46.213
the service is delivered?

00:45:46.652 --> 00:45:47.753
How does that impact the

00:45:47.793 --> 00:45:48.813
patient experience?

00:45:49.353 --> 00:45:51.755
Dave, your people are paying, right?

00:45:52.534 --> 00:45:53.255
And we know that they could

00:45:53.275 --> 00:45:54.115
pay per session.

00:45:54.155 --> 00:45:55.356
They could pay for the package.

00:45:55.396 --> 00:45:56.438
They could pay before they

00:45:56.458 --> 00:45:57.237
could pay after.

00:45:57.898 --> 00:45:59.018
How do you curate that?

00:45:59.159 --> 00:45:59.398
What's,

00:45:59.539 --> 00:46:01.420
what do you see as value in them

00:46:01.740 --> 00:46:03.521
paying when they pay and what they pay?

00:46:05.222 --> 00:46:05.302
Uh,

00:46:05.483 --> 00:46:06.764
one thing is we don't do packages

00:46:06.983 --> 00:46:07.284
anymore.

00:46:07.324 --> 00:46:08.085
We can get into that.

00:46:08.324 --> 00:46:12.168
Um, we, we do, um, we tell them over email,

00:46:12.487 --> 00:46:13.347
we tell them over the phone,

00:46:13.367 --> 00:46:15.909
the cost flat rate, and we'll say, no,

00:46:16.130 --> 00:46:17.050
you definitely will not get

00:46:17.090 --> 00:46:18.771
any surprise medical bill, no hidden fees,

00:46:18.811 --> 00:46:19.632
no commute fee,

00:46:19.693 --> 00:46:20.952
no other fee or anything like that,

00:46:21.373 --> 00:46:21.873
you know, through,

00:46:21.873 --> 00:46:23.614
300 per visit Monday through Friday,

00:46:23.614 --> 00:46:25.255
$500 per visit on the weekends.

00:46:25.554 --> 00:46:26.994
They know exactly that I hear it.

00:46:27.114 --> 00:46:28.215
Then we got to send it over

00:46:28.235 --> 00:46:29.416
a text message or an email

00:46:29.876 --> 00:46:31.416
with the new client paperwork.

00:46:32.056 --> 00:46:33.836
Um, sometimes it bites me in the butt,

00:46:33.876 --> 00:46:35.617
but like sometimes we will

00:46:36.237 --> 00:46:37.436
see them for a few visits

00:46:37.516 --> 00:46:38.518
before we even have the

00:46:38.538 --> 00:46:39.557
credit card on file or

00:46:39.597 --> 00:46:40.157
something like that.

00:46:40.237 --> 00:46:41.297
And that's just because of

00:46:41.338 --> 00:46:42.318
the speed of like,

00:46:42.778 --> 00:46:43.798
we want to be concierge.

00:46:43.838 --> 00:46:44.639
We want to be like,

00:46:44.818 --> 00:46:46.018
we want to get the

00:46:46.039 --> 00:46:47.400
therapist there as soon as possible,

00:46:47.699 --> 00:46:48.780
get the plan of care started.

00:46:48.800 --> 00:46:48.840
Um,

00:46:49.440 --> 00:46:50.239
then sometimes we have to

00:46:50.280 --> 00:46:51.161
chase people down to get

00:46:51.221 --> 00:46:53.842
the paperwork signed, but no, no,

00:46:53.862 --> 00:46:55.802
they're not paying upfront.

00:46:57.244 --> 00:46:57.963
Like for example,

00:46:58.063 --> 00:47:01.465
like I told you a couple episodes ago,

00:47:01.525 --> 00:47:03.166
like where I hired some

00:47:03.246 --> 00:47:04.246
personal training company

00:47:04.527 --> 00:47:05.987
to see a client who wants

00:47:06.307 --> 00:47:07.268
five sessions a week and

00:47:07.309 --> 00:47:08.208
I'm managing it all and

00:47:08.550 --> 00:47:09.949
we're charging the physical therapy price,

00:47:09.969 --> 00:47:11.851
but we're outsourcing and

00:47:11.891 --> 00:47:13.692
subcontracting basically to

00:47:13.911 --> 00:47:15.893
a personal training company.

00:47:16.293 --> 00:47:17.793
I paid a package to the

00:47:17.833 --> 00:47:18.735
personal training company

00:47:19.335 --> 00:47:21.217
But then I'm going to charge

00:47:21.297 --> 00:47:22.579
the patient's credit card

00:47:22.599 --> 00:47:23.842
at the end of the month or whatever.

00:47:24.282 --> 00:47:25.123
And I'm going to make, you know,

00:47:25.204 --> 00:47:26.204
three grand profit on the

00:47:26.244 --> 00:47:27.907
whole 24 sessions or whatever.

00:47:27.927 --> 00:47:28.909
So it's like bonkers.

00:47:29.650 --> 00:47:31.313
I don't need to make the

00:47:31.373 --> 00:47:32.634
money up front because...

00:47:34.907 --> 00:47:37.789
I want to lessen the entry

00:47:37.849 --> 00:47:38.990
point of someone coming in

00:47:39.050 --> 00:47:39.672
because they don't even

00:47:39.731 --> 00:47:41.793
know what it necessarily is going to be,

00:47:41.893 --> 00:47:42.054
right?

00:47:42.074 --> 00:47:43.675
They haven't met the therapist yet.

00:47:44.797 --> 00:47:47.018
There is the good approach of like, hey,

00:47:47.059 --> 00:47:48.559
the evaluation is $200 or

00:47:48.559 --> 00:47:49.782
$300 or whatever dollars.

00:47:50.382 --> 00:47:52.184
And then at that visit,

00:47:52.583 --> 00:47:54.146
the therapist selling the package,

00:47:54.465 --> 00:47:55.166
I just don't think any of

00:47:55.186 --> 00:47:55.887
my therapists are...

00:47:57.014 --> 00:47:57.813
good or great enough,

00:47:57.934 --> 00:48:00.034
or I don't want to have them right now,

00:48:00.635 --> 00:48:01.574
learn the whole sales

00:48:01.614 --> 00:48:03.516
process to then sell a package.

00:48:03.536 --> 00:48:04.635
And then at the end of the package,

00:48:04.996 --> 00:48:06.516
then me or them or whoever,

00:48:06.597 --> 00:48:07.597
we have to resell another

00:48:07.637 --> 00:48:08.617
package because we have

00:48:08.697 --> 00:48:10.938
some folks that stay with us for two,

00:48:10.998 --> 00:48:12.777
three, four, five years,

00:48:13.438 --> 00:48:14.219
and they love us.

00:48:14.298 --> 00:48:15.978
And so we don't do it packages anymore.

00:48:16.039 --> 00:48:17.559
We do the dollar amount visit.

00:48:18.019 --> 00:48:18.840
They know what it is.

00:48:19.280 --> 00:48:20.260
And that's why we have some

00:48:20.280 --> 00:48:21.000
people that stay with us

00:48:21.039 --> 00:48:25.215
and they spend 20 or 30 or $40,000.

00:48:25.215 --> 00:48:25.976
I'll answer this one.

00:48:26.076 --> 00:48:27.235
I went out to dinner last night.

00:48:27.275 --> 00:48:28.336
My dad took me out to dinner

00:48:28.356 --> 00:48:29.376
to his favorite restaurant.

00:48:29.396 --> 00:48:30.978
My dad's very picky about where we eat.

00:48:31.797 --> 00:48:34.099
And this answer sounds like,

00:48:34.298 --> 00:48:35.619
or is gonna be in relation

00:48:35.659 --> 00:48:37.420
to this new tipping culture

00:48:38.119 --> 00:48:39.201
that we have going on where

00:48:39.240 --> 00:48:40.581
every time you swipe a credit card,

00:48:40.621 --> 00:48:41.461
it's like how much tip?

00:48:41.501 --> 00:48:43.702
I'm like, I'm buying a $2 cup of coffee.

00:48:43.742 --> 00:48:45.463
Why am I giving 30% to you?

00:48:46.163 --> 00:48:48.224
And I heard great advice on

00:48:48.264 --> 00:48:49.505
a Instagram reel

00:48:50.364 --> 00:48:54.206
And the idea was, if I pay you,

00:48:55.106 --> 00:48:57.268
then get my thing, I don't tip.

00:48:58.309 --> 00:48:59.869
So if I order my cup of

00:48:59.929 --> 00:49:01.871
coffee at Starbucks, I pay you,

00:49:01.971 --> 00:49:03.291
and then I go stand over there and wait,

00:49:03.572 --> 00:49:04.211
I'm not tipping you.

00:49:04.972 --> 00:49:06.293
Because you don't know how good it is.

00:49:07.161 --> 00:49:08.163
I don't know how good it is, right?

00:49:08.563 --> 00:49:11.947
I've lost my leverage in this experience.

00:49:12.307 --> 00:49:14.371
But I know I'm partially

00:49:14.431 --> 00:49:16.793
buying an experience at Starbucks, right?

00:49:16.813 --> 00:49:18.054
Because it's the aesthetic

00:49:18.135 --> 00:49:19.115
and I get to walk around

00:49:19.135 --> 00:49:20.197
with the logo on the cup.

00:49:21.219 --> 00:49:22.661
But that's a transaction.

00:49:22.820 --> 00:49:23.521
Like Starbucks...

00:49:24.722 --> 00:49:26.423
mass produces experience but

00:49:26.844 --> 00:49:27.686
it's a transactional

00:49:27.706 --> 00:49:29.226
business but last night I

00:49:29.266 --> 00:49:29.947
mentioned I went out to

00:49:29.987 --> 00:49:31.829
dinner at ward's bridge inn

00:49:32.311 --> 00:49:33.733
in upstate new york it's my

00:49:33.773 --> 00:49:34.873
dad's favorite restaurant

00:49:34.893 --> 00:49:35.894
not a it's the best

00:49:35.934 --> 00:49:38.478
restaurant around and we

00:49:38.518 --> 00:49:40.460
don't pay until we're done

00:49:41.393 --> 00:49:42.135
Isn't that insane?

00:49:42.655 --> 00:49:44.297
You won't hand me a $4

00:49:44.297 --> 00:49:45.677
coffee at Starbucks until I

00:49:45.697 --> 00:49:46.659
give you my credit card.

00:49:46.998 --> 00:49:49.400
But they laid $100 of filet

00:49:49.420 --> 00:49:52.403
mignon on my table and sides.

00:49:52.784 --> 00:49:53.505
And they were just like,

00:49:53.644 --> 00:49:54.306
you're probably not going

00:49:54.326 --> 00:49:55.586
to run away because we

00:49:55.606 --> 00:49:56.847
weren't buying the filet mignon.

00:49:56.887 --> 00:49:58.208
We could have bought them cheaper at home,

00:49:58.409 --> 00:49:59.469
probably not cooked them as well.

00:49:59.951 --> 00:50:01.431
But we bought the experience.

00:50:01.853 --> 00:50:03.353
We were sitting down for an hour.

00:50:03.494 --> 00:50:04.175
We were out.

00:50:04.454 --> 00:50:05.396
We all those things.

00:50:05.956 --> 00:50:06.115
So-

00:50:06.936 --> 00:50:07.577
It depends.

00:50:07.996 --> 00:50:08.617
What are you in the

00:50:08.657 --> 00:50:09.998
transaction business or are

00:50:10.018 --> 00:50:11.878
you in the experience business?

00:50:12.298 --> 00:50:14.278
I think I would like I would

00:50:14.318 --> 00:50:15.820
like to scale or, you know,

00:50:15.840 --> 00:50:17.440
I'm not saying Starbucks is a bad model,

00:50:17.480 --> 00:50:19.820
but understand what business you're in.

00:50:19.880 --> 00:50:21.001
Are you in a transaction business?

00:50:21.360 --> 00:50:22.641
Then stand at a 5K with a

00:50:22.681 --> 00:50:23.601
massage gun and say it's

00:50:23.681 --> 00:50:24.862
eight minutes for five dollars.

00:50:25.242 --> 00:50:26.181
If you're in the experience

00:50:26.222 --> 00:50:28.322
business like Dave is and he's like, hey,

00:50:28.342 --> 00:50:29.402
this lifetime value of a

00:50:29.443 --> 00:50:30.983
customer is thirty thousand dollars.

00:50:31.844 --> 00:50:33.110
and that person is terribly

00:50:33.250 --> 00:50:34.355
thrilled with what they've

00:50:34.375 --> 00:50:35.257
received in terms of

00:50:35.318 --> 00:50:36.302
experience and outcomes,

00:50:36.603 --> 00:50:37.487
I'd rather be in that business.

00:50:38.356 --> 00:50:38.755
Yeah,

00:50:38.856 --> 00:50:40.657
I love these questions because you

00:50:40.697 --> 00:50:42.358
can pull so many different examples.

00:50:42.418 --> 00:50:44.798
So I use the dinner example a lot.

00:50:44.858 --> 00:50:46.800
I'm like, I go to, you know,

00:50:46.860 --> 00:50:48.501
Chipotle and I can see my

00:50:48.541 --> 00:50:49.460
food and then I pay and

00:50:49.481 --> 00:50:50.942
then I go eat and I go to

00:50:51.021 --> 00:50:52.222
McDonald's and all these

00:50:52.262 --> 00:50:52.862
different things.

00:50:54.242 --> 00:50:54.943
But then you say,

00:50:55.204 --> 00:50:56.943
which kind of contradicts

00:50:57.164 --> 00:50:58.284
what Jimmy is saying.

00:50:58.545 --> 00:50:59.786
Well, what about a cruise?

00:51:00.085 --> 00:51:01.626
I pay for a cruise up front.

00:51:01.666 --> 00:51:02.827
I don't pay afterward.

00:51:04.027 --> 00:51:05.027
And then I get the whole

00:51:05.208 --> 00:51:06.708
experience afterwards.

00:51:07.628 --> 00:51:09.931
I love just getting the

00:51:09.972 --> 00:51:11.612
payment out of the way, right?

00:51:11.652 --> 00:51:13.594
Like, let me just bite the bullet.

00:51:13.635 --> 00:51:15.137
Let me pay the big ticket item.

00:51:15.856 --> 00:51:16.998
Let me get it out of my way.

00:51:17.438 --> 00:51:19.920
And then let me enjoy the rest of it.

00:51:21.021 --> 00:51:22.983
I could see benefit in that

00:51:23.123 --> 00:51:24.865
from a physical therapy perspective.

00:51:24.885 --> 00:51:26.987
I want to pay for the whole plan of care.

00:51:27.027 --> 00:51:27.447
It's going to be $3,600

00:51:27.447 --> 00:51:30.431
total knee replacement, you know,

00:51:30.692 --> 00:51:31.753
whatever, six weeks.

00:51:32.516 --> 00:51:32.777
fine.

00:51:32.916 --> 00:51:34.157
Let me just pay that right now.

00:51:34.237 --> 00:51:35.778
And now we get that out of

00:51:35.818 --> 00:51:36.559
the way and we can just

00:51:36.639 --> 00:51:38.141
focus on the experience.

00:51:39.621 --> 00:51:42.083
I used to be of the mindset

00:51:42.123 --> 00:51:44.045
that if a patient had a $50 copay,

00:51:44.065 --> 00:51:45.025
I would want them to pay it

00:51:45.326 --> 00:51:47.067
after they received the treatment,

00:51:47.588 --> 00:51:48.768
similar to the restaurant.

00:51:48.889 --> 00:51:50.449
I want them feeling their best.

00:51:50.550 --> 00:51:51.851
I want them to be blown away

00:51:51.911 --> 00:51:52.851
by the experience.

00:51:53.331 --> 00:51:54.612
And then I want them to pay.

00:51:55.623 --> 00:51:57.384
Now I don't do that anymore.

00:51:57.824 --> 00:51:58.864
Now it's right up front.

00:51:59.184 --> 00:52:00.003
This is the cost.

00:52:00.264 --> 00:52:01.385
Will you pay it or not?

00:52:02.684 --> 00:52:04.405
Get it done and then let

00:52:04.445 --> 00:52:05.706
them go on and enjoy the

00:52:05.746 --> 00:52:06.585
rest of the experience.

00:52:06.945 --> 00:52:09.686
I do tend to think it's more

00:52:09.746 --> 00:52:12.307
enjoyable to be done with your payment,

00:52:12.527 --> 00:52:13.668
leave the clinic feeling

00:52:13.708 --> 00:52:16.608
amazing than to get the treatment,

00:52:16.768 --> 00:52:18.530
then have to stop and pay for it.

00:52:19.750 --> 00:52:20.690
But it goes both ways.

00:52:20.849 --> 00:52:21.190
You know,

00:52:21.210 --> 00:52:22.891
I could see it happening in both

00:52:23.070 --> 00:52:23.570
directions.

00:52:23.972 --> 00:52:24.233
Yeah,

00:52:24.273 --> 00:52:25.373
we're supposed to have really like to

00:52:25.414 --> 00:52:26.574
be a really successful live

00:52:26.594 --> 00:52:27.375
stream or podcast,

00:52:27.394 --> 00:52:28.115
you're supposed to like,

00:52:28.376 --> 00:52:29.496
like Stephen A. Smith, like,

00:52:29.677 --> 00:52:31.358
I believe this way and this way only.

00:52:31.858 --> 00:52:32.197
But yeah,

00:52:32.257 --> 00:52:34.059
I could I could see it either way.

00:52:34.099 --> 00:52:36.101
And I think it I think it depends on like,

00:52:36.621 --> 00:52:37.822
what are your what are the

00:52:37.862 --> 00:52:39.523
people you're trying to attract expect?

00:52:40.492 --> 00:52:42.213
What do you feel comfortable doing?

00:52:42.253 --> 00:52:43.293
It's an awkward experience

00:52:43.333 --> 00:52:44.393
if you don't even like the

00:52:45.155 --> 00:52:46.295
thing you're asking, pay before,

00:52:46.335 --> 00:52:46.876
pay after.

00:52:47.456 --> 00:52:48.876
So I'd say it starts to you,

00:52:48.896 --> 00:52:50.297
because like ski resort, golf,

00:52:50.478 --> 00:52:51.259
both of those things are

00:52:51.338 --> 00:52:51.998
kind of high ticket.

00:52:52.059 --> 00:52:53.480
Cruise, I didn't think about it like that.

00:52:53.800 --> 00:52:54.601
Cruise, yeah, you do.

00:52:54.920 --> 00:52:56.262
I would want to know,

00:52:56.322 --> 00:52:57.842
this would be great research for ChatGPT.

00:52:59.746 --> 00:53:01.807
if it's not an all inclusive cruise,

00:53:01.827 --> 00:53:02.568
and I think even the ones

00:53:02.588 --> 00:53:03.927
that are all inclusive,

00:53:04.007 --> 00:53:04.788
there are still some things

00:53:04.807 --> 00:53:05.489
you can upsell.

00:53:05.548 --> 00:53:06.088
And if they're not,

00:53:06.108 --> 00:53:07.148
they're leaving money on the table.

00:53:07.188 --> 00:53:07.369
Right.

00:53:07.688 --> 00:53:08.449
I'd love to know what

00:53:08.509 --> 00:53:10.369
percentage of that is

00:53:10.550 --> 00:53:11.550
upsell because right.

00:53:11.570 --> 00:53:13.291
Hey, listen, come in for, you know,

00:53:13.291 --> 00:53:14.630
800 bucks a person and

00:53:14.670 --> 00:53:15.550
everything's included,

00:53:15.972 --> 00:53:17.431
but we do have the black lounge, right?

00:53:17.492 --> 00:53:18.432
which is like, you know,

00:53:18.472 --> 00:53:19.994
the VIP behind the, you know,

00:53:20.014 --> 00:53:22.255
the velvet rope lounge, or we do have,

00:53:22.536 --> 00:53:23.697
you know, eat anywhere you want,

00:53:23.737 --> 00:53:25.898
but we do have the penthouse, you know,

00:53:25.998 --> 00:53:27.179
dining area where, you know,

00:53:27.219 --> 00:53:28.039
it's probably the same food,

00:53:28.081 --> 00:53:28.800
but you have a little,

00:53:28.860 --> 00:53:29.621
a slightly better view.

00:53:29.942 --> 00:53:30.101
Again,

00:53:30.121 --> 00:53:31.483
you're selling access and experience.

00:53:32.224 --> 00:53:33.644
And I think you can,

00:53:33.804 --> 00:53:34.766
you can sort of define that.

00:53:34.925 --> 00:53:35.927
That would be interesting.

00:53:36.007 --> 00:53:36.786
Cause I didn't think about

00:53:36.807 --> 00:53:38.588
the golf's the same way you

00:53:38.628 --> 00:53:40.170
pay for the greens fees,

00:53:40.190 --> 00:53:41.791
you pay to ride around and swing a club.

00:53:42.512 --> 00:53:44.052
for me, 150 times.

00:53:44.632 --> 00:53:45.413
Uh, but then, uh, you know,

00:53:45.432 --> 00:53:46.713
they want to keep you there for lunch,

00:53:47.092 --> 00:53:48.592
which honestly, a lot of golf clubs,

00:53:48.853 --> 00:53:50.293
I think are really bad at this.

00:53:50.434 --> 00:53:52.994
Like, where's the guy for just a tip,

00:53:53.034 --> 00:53:54.954
taking the bat, the bag off your, um,

00:53:55.474 --> 00:53:58.155
your, your cart and saying like, Hey, uh,

00:53:58.235 --> 00:53:59.375
you know, on the 16th,

00:53:59.434 --> 00:54:00.815
there's a button that you

00:54:00.856 --> 00:54:02.036
push the intercom goes,

00:54:02.416 --> 00:54:03.335
what can we get started?

00:54:03.396 --> 00:54:04.456
Is it four of you dining?

00:54:04.496 --> 00:54:06.016
We'll have a drink waiting for you.

00:54:06.137 --> 00:54:06.657
Like what?

00:54:07.197 --> 00:54:07.518
I mean,

00:54:07.657 --> 00:54:09.519
what's the markup on alcohol and desserts,

00:54:09.661 --> 00:54:11.001
right?

00:54:11.523 --> 00:54:11.963
Yeah.

00:54:12.043 --> 00:54:14.507
Like how do we get you a 19th hole, man?

00:54:15.128 --> 00:54:16.869
You know, um, I think,

00:54:17.190 --> 00:54:19.012
I think they understand

00:54:19.032 --> 00:54:20.054
they're an experienced business.

00:54:20.074 --> 00:54:22.538
There's still a lot of room to improve.

00:54:24.005 --> 00:54:25.804
So I think the big takeaway from today,

00:54:25.844 --> 00:54:26.545
and we'll think about

00:54:26.585 --> 00:54:28.146
parting shots while I say this,

00:54:28.945 --> 00:54:32.246
is these are proven business models.

00:54:32.326 --> 00:54:34.166
Like Cruise, it's proven.

00:54:34.206 --> 00:54:35.547
It's been around for a long time.

00:54:35.626 --> 00:54:37.726
It's profitable, it works.

00:54:38.588 --> 00:54:39.608
Chipotle, Starbucks,

00:54:39.648 --> 00:54:40.407
all of these things are

00:54:40.487 --> 00:54:41.648
proven business models.

00:54:41.668 --> 00:54:42.947
They all work in different ways.

00:54:42.987 --> 00:54:44.329
They see different consumers.

00:54:44.869 --> 00:54:46.728
So what lessons can we take

00:54:46.949 --> 00:54:48.349
out of these proven models

00:54:48.389 --> 00:54:50.150
to improve the quality and

00:54:50.530 --> 00:54:52.110
the experience that we can deliver?

00:54:53.409 --> 00:54:54.911
Scott said expectations are

00:54:54.951 --> 00:54:56.231
higher for people that pay

00:54:56.311 --> 00:54:58.833
before a service versus after.

00:55:00.134 --> 00:55:00.514
Good.

00:55:00.554 --> 00:55:01.153
Put that up there.

00:55:02.094 --> 00:55:03.516
Expectations are higher for

00:55:03.536 --> 00:55:04.936
people that pay before a

00:55:04.996 --> 00:55:06.597
service versus after.

00:55:07.277 --> 00:55:08.418
That's like Starbucks versus

00:55:09.057 --> 00:55:09.978
the restaurant, though.

00:55:11.833 --> 00:55:12.875
Yeah, I don't know.

00:55:12.914 --> 00:55:14.036
I like sort of feeling like

00:55:14.076 --> 00:55:15.097
I'm in control.

00:55:15.137 --> 00:55:15.456
Like, hey,

00:55:15.476 --> 00:55:17.018
you sort of need to bring me my

00:55:17.059 --> 00:55:19.059
drink within 20 minutes or else, hey, man,

00:55:19.219 --> 00:55:20.001
what's the deal here?

00:55:20.621 --> 00:55:21.822
So I sort of like feeling

00:55:21.862 --> 00:55:22.963
like I'm in control because, yeah,

00:55:22.983 --> 00:55:26.085
the minute I pay for whatever,

00:55:26.306 --> 00:55:27.166
and then they hand it to me,

00:55:27.186 --> 00:55:28.248
and then I'm like, where's the guac,

00:55:28.327 --> 00:55:28.728
dude?

00:55:28.789 --> 00:55:30.090
Now I feel like I'm shorted.

00:55:30.630 --> 00:55:31.570
What's my repercussion?

00:55:32.010 --> 00:55:34.253
I want to talk to the manager.

00:55:35.353 --> 00:55:36.074
I don't want to do that.

00:55:37.648 --> 00:55:39.809
My parting shot would be

00:55:40.309 --> 00:55:42.610
listening to some of what David said.

00:55:42.630 --> 00:55:46.952
I also think the more the consumer,

00:55:46.992 --> 00:55:50.094
the prospect understands what's coming,

00:55:50.835 --> 00:55:52.074
the more willing they would

00:55:52.094 --> 00:55:53.916
be to pay up front and pay a premium.

00:55:54.516 --> 00:55:55.657
And I think this is where, again,

00:55:55.717 --> 00:55:56.476
we drop the ball.

00:55:56.938 --> 00:55:59.059
We assume they know what we're gonna do,

00:55:59.139 --> 00:56:00.119
what we're gonna deliver.

00:56:00.519 --> 00:56:01.460
We assume they know that

00:56:01.480 --> 00:56:03.001
we're different than everybody else.

00:56:03.981 --> 00:56:05.041
I saw a great video that

00:56:05.081 --> 00:56:06.362
Dave put out of him on the

00:56:06.402 --> 00:56:08.543
streets in New York with a patient.

00:56:08.983 --> 00:56:10.824
Like more of that kind of

00:56:10.965 --> 00:56:12.905
real world content is what

00:56:12.965 --> 00:56:13.927
needs to get out there

00:56:13.987 --> 00:56:15.827
because that is our sales team.

00:56:15.867 --> 00:56:17.309
If we're not gonna go the

00:56:17.349 --> 00:56:19.510
Hermosi route and pay

00:56:19.570 --> 00:56:21.050
somebody just to sell high

00:56:21.070 --> 00:56:22.351
ticket packages for us,

00:56:23.032 --> 00:56:24.793
We have to have YouTube and

00:56:24.833 --> 00:56:26.813
Instagram and TikTok doing

00:56:26.853 --> 00:56:27.693
the selling for us.

00:56:27.894 --> 00:56:28.875
And the way we do that is

00:56:28.914 --> 00:56:30.675
showing them real experiences,

00:56:30.775 --> 00:56:31.795
real interactions.

00:56:33.317 --> 00:56:34.518
I get more people that come

00:56:34.538 --> 00:56:35.538
to me from YouTube that

00:56:35.557 --> 00:56:36.798
have watched all of my

00:56:36.838 --> 00:56:38.840
videos and they're throwing

00:56:38.880 --> 00:56:40.581
money at me because they

00:56:40.641 --> 00:56:41.840
know what they're going to get.

00:56:41.860 --> 00:56:44.443
I think that's a huge impact

00:56:44.643 --> 00:56:47.063
on being able to close that deal.

00:56:47.284 --> 00:56:48.625
What are your guys' closing thoughts?

00:56:49.985 --> 00:56:51.226
What do you got, Dave?

00:56:51.306 --> 00:56:52.588
Parting shot, closing thought here,

00:56:53.329 --> 00:56:55.329
going back to the intro phone calls.

00:56:55.590 --> 00:56:57.012
They don't necessarily have to be longer.

00:56:57.112 --> 00:56:57.952
I just want to get that.

00:56:58.632 --> 00:57:00.373
I know I said kind of like

00:57:00.393 --> 00:57:01.175
the longer the better with

00:57:01.195 --> 00:57:02.536
the intro phone call for free,

00:57:03.376 --> 00:57:05.038
but it's asking the right questions.

00:57:05.117 --> 00:57:06.840
It's making sure that that

00:57:06.920 --> 00:57:08.340
caller is the right fit for

00:57:08.380 --> 00:57:08.981
your practice.

00:57:09.141 --> 00:57:10.021
No one knows your practice

00:57:10.041 --> 00:57:10.543
better than you.

00:57:10.902 --> 00:57:11.483
That caller,

00:57:11.523 --> 00:57:12.583
they need to be the right fit.

00:57:12.764 --> 00:57:14.266
You need to kind of know

00:57:14.346 --> 00:57:15.726
that you and your therapist

00:57:15.746 --> 00:57:17.047
will be able to provide

00:57:17.068 --> 00:57:18.068
them a great experience.

00:57:18.668 --> 00:57:19.469
And at the same time,

00:57:19.869 --> 00:57:22.811
making sure that saying you literally say,

00:57:22.831 --> 00:57:23.132
hey,

00:57:23.231 --> 00:57:24.152
I just want to make sure that you're

00:57:24.172 --> 00:57:24.932
the right fit for us

00:57:24.972 --> 00:57:25.773
because it helps with

00:57:25.813 --> 00:57:26.594
status and helps with

00:57:26.634 --> 00:57:27.333
getting their attention.

00:57:27.393 --> 00:57:28.235
It's going to be a different

00:57:28.275 --> 00:57:29.715
phone call than every other

00:57:29.755 --> 00:57:30.695
place that they're calling around,

00:57:30.735 --> 00:57:31.657
because every other place

00:57:31.677 --> 00:57:32.317
they're calling around,

00:57:32.657 --> 00:57:33.518
they answer the phone like,

00:57:34.485 --> 00:57:35.666
What's your insurance before

00:57:35.686 --> 00:57:36.626
they're even asking your name?

00:57:36.766 --> 00:57:38.047
Like and that's a little bit

00:57:38.068 --> 00:57:38.987
more on the physician side,

00:57:39.068 --> 00:57:40.188
but like also physical

00:57:40.228 --> 00:57:42.231
therapy practices are are

00:57:42.251 --> 00:57:43.050
guilty of that as well.

00:57:43.110 --> 00:57:44.572
So asking the right questions,

00:57:44.612 --> 00:57:45.452
making sure it's the right

00:57:45.492 --> 00:57:46.733
fit for both sides

00:57:47.994 --> 00:57:50.277
sometimes will result in

00:57:50.297 --> 00:57:51.177
longer phone calls.

00:57:51.297 --> 00:57:52.998
But that's just that's my style.

00:57:53.039 --> 00:57:53.958
So hopefully you guys can

00:57:53.978 --> 00:57:54.619
learn something from it.

00:57:55.139 --> 00:57:55.840
Try stuff out.

00:57:56.240 --> 00:57:57.101
The only way you figure out

00:57:57.121 --> 00:57:57.963
what doesn't work is by

00:57:58.023 --> 00:58:00.005
trying it and going all in, right?

00:58:00.105 --> 00:58:02.427
I know we all have preconceived notions,

00:58:02.507 --> 00:58:03.449
but whatever.

00:58:03.489 --> 00:58:05.090
I mean, Amazon was going to sell books,

00:58:05.150 --> 00:58:06.010
guys.

00:58:06.190 --> 00:58:07.273
Amazon was just going to sell books.

00:58:07.293 --> 00:58:08.112
That's all they were going to do.

00:58:08.673 --> 00:58:09.494
And now they didn't because

00:58:09.514 --> 00:58:10.436
they tried some stuff out.

00:58:10.456 --> 00:58:11.516
And there's some monumental

00:58:11.657 --> 00:58:12.577
failures out there.

00:58:12.697 --> 00:58:14.099
It's funny how quickly we forget.

00:58:14.639 --> 00:58:16.583
like apple macbook baby

00:58:16.722 --> 00:58:18.545
remember the lisa no okay

00:58:18.985 --> 00:58:20.088
look that up figure that

00:58:20.208 --> 00:58:21.309
out so there's some

00:58:21.349 --> 00:58:22.570
monumental failures and

00:58:22.610 --> 00:58:25.394
it's okay to fail fail hard

00:58:25.554 --> 00:58:26.916
and fail in public like I

00:58:27.336 --> 00:58:28.559
we sort of and now in this

00:58:28.619 --> 00:58:30.121
world of transparency we

00:58:30.141 --> 00:58:31.702
almost sort of respect more people

00:58:32.264 --> 00:58:33.244
who were like, yeah,

00:58:33.264 --> 00:58:34.385
we definitely thought this

00:58:34.405 --> 00:58:35.907
was gonna work and it doesn't.

00:58:36.307 --> 00:58:38.190
I've found more success when

00:58:38.891 --> 00:58:40.353
I try to act continually

00:58:40.393 --> 00:58:41.873
like the student and open

00:58:41.893 --> 00:58:43.536
to change versus the guru.

00:58:43.936 --> 00:58:45.157
I think, I mean,

00:58:45.177 --> 00:58:45.697
there's always gonna be

00:58:45.717 --> 00:58:46.739
people that are looking for the gurus,

00:58:46.760 --> 00:58:47.940
but I think the age or the

00:58:48.320 --> 00:58:50.423
guru age has peaked, right,

00:58:50.523 --> 00:58:51.083
for that thing.

00:58:51.123 --> 00:58:51.625
And now it's like,

00:58:51.644 --> 00:58:52.445
I just want people who are

00:58:52.525 --> 00:58:54.088
in it with me for that.

00:58:54.911 --> 00:58:55.351
All right, gentlemen,

00:58:55.371 --> 00:58:56.492
we'll be coming back on Tuesday.

00:58:57.695 --> 00:58:58.735
Follow everybody online.

00:58:58.755 --> 00:59:00.036
We'll put the socials in there.

00:59:00.077 --> 00:59:01.557
We've got Tony and his Learn

00:59:01.577 --> 00:59:02.199
Medicare Billy.

00:59:02.239 --> 00:59:03.780
We've got the Dave Kittle Show on YouTube.

00:59:03.800 --> 00:59:05.380
We've got PT Pinecast.

00:59:05.942 --> 00:59:07.844
I want to come back with –

00:59:07.844 --> 00:59:08.403
we're going to dig into

00:59:08.423 --> 00:59:09.625
some technology in the next

00:59:09.684 --> 00:59:10.846
couple weeks on my podcast.

00:59:11.387 --> 00:59:13.789
People, physical therapists in specifics,

00:59:14.168 --> 00:59:15.811
who have taken an idea and

00:59:15.851 --> 00:59:18.032
created a product, a physical product,

00:59:18.072 --> 00:59:20.534
an app, a thing –

00:59:20.534 --> 00:59:21.574
There's been a lot of discussion like,

00:59:21.675 --> 00:59:22.554
how the hell do you do that?

00:59:22.775 --> 00:59:23.476
And the funny thing is the

00:59:23.516 --> 00:59:24.195
people that have done it

00:59:24.516 --> 00:59:26.856
are more than excited to actually be like,

00:59:27.695 --> 00:59:28.735
okay, get this.

00:59:29.096 --> 00:59:30.317
I talked to Helena Esmond,

00:59:30.356 --> 00:59:32.157
who I work with now at Vestibular First,

00:59:32.536 --> 00:59:34.356
and just digging into,

00:59:34.376 --> 00:59:35.438
because it's an FDA medical

00:59:35.478 --> 00:59:36.878
device they created with

00:59:36.898 --> 00:59:37.737
their infrared goggles.

00:59:38.617 --> 00:59:39.838
The process to do that.

00:59:40.137 --> 00:59:40.697
Oh, it's so easy.

00:59:40.737 --> 00:59:41.659
Just fill out some paperwork.

00:59:41.898 --> 00:59:42.918
Hang on to your hats, kids.

00:59:43.398 --> 00:59:44.438
So if you're thinking about doing it,

00:59:44.679 --> 00:59:46.039
listen to people who've actually done it.

00:59:46.079 --> 00:59:47.139
So I think we should,

00:59:47.480 --> 00:59:48.760
I'll do some content on that as well.

00:59:48.780 --> 00:59:49.440
Maybe we can bring some of

00:59:49.460 --> 00:59:49.900
those people on.

00:59:51.121 --> 00:59:52.307
All right, gentlemen, until next time,

00:59:52.327 --> 00:59:53.052
have a great weekend, okay?