How New Grad Dentists Use Care Plans to Book 7 Appointments Per Patient

That small little thing that she did was the reason why I ended up, like, giving them a Google review at the end, which I normally don't do.

Interesting.

I'm just like, I've never experienced that. How to get smarter in business and in life. This is the question, and I'm on a journey to get you that answer. I'm going to interview the world's top entrepreneurs and deconstruct their winning secrets. Going to talk about everything from marketing, money and living a bucket list life. I'm Rick Lau, healthcare entrepreneur. I grew and exited my 127 locations in my 30s. Welcome to the Clinic Boss Show.

All right.

Amazing, amazing, everyone. Welcome to the Clinic Boss Show. Today I got two of my really good friends with me. We got Darrell with Clinic Accelerator. He works with a lot of clinicians on helping them improve their patient experience. We also got Manju from ca and she works with a lot of solopreneur, you know, startups. Right. And I, and I want to just kick it off with me sharing a bit of my story of a dentist appointment I had a few weeks ago. And Nanju, I think we talked about this on our 1 1.

Yes.

A few weeks ago. And I thought I could share with you, like, Darrell, you haven't heard this, so I just want to share with you. Was that. So as you know, like, I was in Europe for a year, so I actually didn't get my teeth cleaned. And so when I came back in August, I called my dentist and my dentist like booked me in for a session, you know, and once I went in, they never completed my, like, cleaning. Normally, like within one session, they finish your cleaning, right?

Yeah.

But she was like, no, you gotta come in a second time.

I'm like, what the heck?

And then at the end of that second session, they're like, guess what? You got a cavity. Right? And so within us, within a week, I went to see this dentist three times, right? And it cost me a thousand dollars and I don't have insurance. Right.

Crazy.

And I was like, I felt like I was getting ripped off. You know, like after the first session, I was like, this is insane. I've never, I never been. I've never been to a dentist where, like, they can't finish cleaning my teeth on the first session. Right. You know, and it's like 300 bucks a pop, right?

Yeah.

And what saved the entire experience was that that hygienist at the end of my cleaning brought out a mirror for me to look at. Right? So, you know, at the end of It. She grabbed me a mirror so I could look at my teeth. Look at how clean your teeth is. Right. And through all the experience I've had with all these dental clinics, I've actually never had that before. You know, it's kind of like when you go into, like, a hair salon or you go to a barber, when they're finished cutting your hair, they actually give you a mirror to look at the back of your hair. And I was like, this is, like, amazing. And then, like, all the doubt and, like, all the money that I spent, I was like, ah, this was totally worth it. And all that hygienist did was just pull up a simple mirror for me to look at my teeth to validate that it was clean and look at how shiny and pretty it is. Right. You know, so. And, Daryl, what's your thoughts when you kind of hear that?

Well, I had a very similar experience where they didn't finish scaling my teeth either, after Covid, because I hadn't been in a while, so. I totally get you. Right. But the thing, too, is what the first thing that I think about when you do that is just how does that carry over to, like, clinical practice? Most patients never see a change. That's why they stop coming. Right. Related to, like, you know, whatever you're coming into a clinic for. So it's exactly the same thing. We just forget what's relevant and important to people on the experience.

And have you ever had that experience where, like, you know, like, the hygienist actually gives you a mirror to look at your teeth?

No, but I got really excited when they gave me the list green with the. The pump that one time.

Yeah. Manju, what about you? Have you ever had an experience where, like, it was so. It was so simple, but I was like, it was so creative, you know? Right.

I love it. Like, I think it's such an easy win. It doesn't cost them anything. And, like, I. I mean, I don't think anyone really looks forward to going to the dentist. But then at the end of it, you're like, this is worth a thousand dollars. Like, bring me in for another thousand. Like, what else can you do? So I don't know. I think it's pretty smart.

It was genius. And like. And don't forget, like, after that first session, I was upset. I was like, what the heck? You're getting me to come in twice and you only book three sessions this week? This is insane, you know? Right?

Yeah.

And then the entire time, I'm not even talking to the dentist. I'M talking to the hygienist, who is like, making like, you know, they're $80,000.

Right.

You know, and I'm dropping one K. Right.

You know what's interesting on the dental side of things, though, is, is that hygienist laid out some of the repercussions, right? Like when I go to the dentist, too. Like, hey, if you don't come back and you don't start doing this, this and this, you're going to continue to erode your nail or you're going to actually keep losing, you know, your gum line, which means that that could amount to something bigger. You have a cavity. Your fault. But if you don't fix that cavity, this is what would happen. Mind you, how many times have you actually been in clinic and literally created those repercussions to a Cairo patient? It's not that often.

Never. Never. Because often you're just too, like, you don't even know what to say. It's not in your sort of, like, scripting or line or even just like, in your thought process. And I find a lot of people are just nervous to say things to people. Whereas I always tell people, like, if you're not letting people know that this is what can happen, really, you're not doing your job properly. Right. You're not really ethic, like, as a practitioner, you're not telling them, like, hey, you do have to come in for the. For your own betterment. Tell them what your. You would tell your parent. Same thing.

Hey, hey. Actually, on that note, Darrell, like, now that you're bringing that up, that's exactly what she said. Yeah, it was the hygienist, it wasn't the dentist. And I was like, how bad is it? Like, what stage is it?

I know.

And she's like, I got this, like, crazy gum disease that, like, if I. And then. And then at the end of it was like, tell me what I need to do. She was like, most people, you gotta do cleaning, like, twice a year, every six months.

Yeah.

I recommend you do it four times a year.

Right.

You know? Right.

Yeah, that's me. I'm on that schedule. You need this schedule. And then I was so, like, worried too, because they're like, listen, you've got gum disease and it's not good. Yeah. And then there was a sign in the. In the room that shows all the bacteria on my heart. And I was like, oh, should I come every two months? They're like.

Now you're pushing it a little too much.

Because that's. That's just reality of. Of their skill set. Right. And their scope. But I also didn't follow what was the optimal plan myself through Covid and other. Did you when you traveled for a year in Europe?

But that's a good point because I agree. Like, when she started telling me this, I started like having like, fear in my head, right? I was like, oh my gosh, like, I should have done a better job with flossing. I should have done a better job like, with this. You know, I should have actually, when I was in Europe, I should just like, got my teeth clean and not wait like a year later. Right. You know, and now I'm dealing with the consequences. I'm blowing a bunch of money and. And now she's saying that at the end of the day that I have gum disease or saying that like, my teeth might even fall off. Right. You know, and then I told. And maybe I laid it up for it because when I started I was like, hey, you know what? I'm aging now. And as I get older, I just really want two things in life. I just want hair and teeth, you know.

That was a total setup. Okay, that's you. That's all you.

Oh my God. Like, you got me. I was like, all I want is hair and teeth, you know? And I'm like, I got hair stuff, but now you're scaring me about my teeth. Right?

So, yeah.

And the last thing I'll bring up is that like, like I said that that mirror that she gave me that sealed the deal. That was it. And it was like that small little thing that she did was the reason why I ended up like giving them a Google review at the end, which I normally don't do.

Interesting.

I'm just like, I've never experienced that before. And then it made me think. And that's why I want to bring both of you to like the show. Was that like, you know what, what would you say things that, you know, as a PT or as a Cairo, what are the some patient experience hacks that we could do so that we could get more patient buy in into the care plans? Like, what are a few things that kind of like. Are you thinking about Daryl? You know.

Yeah. Well, I think, I think the first piece though, that you identified, Rick, that was the simplest thing to do. Like it doesn't have to be extravagant. Like, it literally was probably a mirror from the dollar store, like $2. And you just left a Google review that's probably, probably worth thousands. Yeah, right. Every time someone else comes to the site. Right? But I think this is one of the biggest challenges for people is that we. And we teach this in our training programs. Right. Is what's going to motivate an individual to complete a plan? Is it their. A picture of their granddaughter? Is it a picture of them on vacation? Is it, hey, I'm a soccer player? And you actually give them. Sanjeev says this all the time. Like, give them a little soccer ball when they hit their first milestone, it's 50 cents at the dollars. So there's just these things to truly personalize it, and there's a big disconnect. People think that if I just treat you one on one, that's personalized care, it's completely wrong. Personalized care is, to me, to know what's going to actually trigger an emotional response to you that is meaningful, related to whatever your injury is or your condition.

So you're seeing that in your, like, you know, with your patients, you're. You getting them a soccer ball, which is tied back to the. Why is that mirror moment that I had with the dentist. Right?

Yeah. But you have to be able to establish that because the part that's kind of, like, cool in your world, right. Is like, hey, you're here for your teeth. Here's a picture. But has sort of a cosmetic appeal to it. Yes. For you. You're like, ego, right?

Teeth, teeth and, like, hair. Like, you know, those are things you get an instant, like, impact. But you don't get that with physio and chiro right away.

Like, you're. I'm not gonna go to Manji. Be like, hey, man, dude, just. Just check out your knee and look in the mirror. Right? It doesn't work, but it's like, hey, you know what? It's. You. You want to walk your dog or you want to play at the park with your kids? Yeah, let's actually make sure we've got a photo of you and the kids at the park. Park. And that's her goal. I'm gonna help you get there. She's totally gonna be bought in. I can tell her to come 24 times, and she'll probably book 20.

And you do that. And imagine. What about you? What's kind of popping, like, from a. What's. What's. What's. Someone that's listening to this that they implement on day one when they're, like, with, like, patients, you know, so that they get that. That mirror moment I had with the hygienist where I'm like, okay, if you're saying I come 10 times I'm gonna book 10 times. If you say 50, I'm gonna book 15, you know. Right.

Yeah. So the neat thing about Kairos is a lot of people come in and they'll have that fear factor initially. They'll say, yeah, I'm here, but, like, I've never been adjusted, and. But you know that they want it, and they just are nervous about the effect of it or, like, what they've seen on YouTube. Right. And so I find one of the best things to give people in that first session is, like, you know, a lot of the things that you shouldn't do is just go through the assessment and say, oh, by the way, you need this and this and this. And book in for eight sessions, but don't give them a treatment. That's probably one of the worst things to do. The best thing to do is go in, do the assessment, and say, listen, I know you haven't been adjusted, but there is the, you know, the power of the adjustment. Explain a little bit about it in layman's terms and actually adjust them. And you can feel the change almost immediately. So they'll get off. They'll get up off the table and be like, oh, my God, I heard it and I felt it, and that's a win. So I think a lot of people are just really nervous at the beginning, and I do agree, like, you know, that soccer ball and that, you know, hitting those milestones. But they need some feeling of change. Like, they can't see it necessarily. Yeah, yeah, absolutely.

So it's because most people are like, well, I only assessed on the first visit, and I actually don't do anything with, like, making them feel better or giving them that, like, that.

That quick win, you know, they're not gonna come back. Like, what have you made them come back for?

Yeah, it's all about major. What's so great about what you're saying, though, is it's about how do you actually exceed expectations.

Absolutely.

Most people don't come into the clinic to be like, man, just gonna do this, like, miraculous treatment. They're like, hey, look, I just need to know whether you can help me. Right? Or what could I do at home? Or can I. Can I place? Can I still do this activity? So you're like, yeah, I'm gonna help you do that. And then at the end, I'm actually gonna treat you too. All of a sudden, I literally just.

Yeah.

Just gave you more than what you wanted. And you have to remember, too, Rick, like, go back to your dentist thing. Your teeth probably hurt. For, like, three days after.

Oh, it was so much pain.

Right. And that happens. But if you think about what we do, in many, many cases, we, like, make people feel worse and expect them to come back with very poor communication. And if we're not giving them a sense of, like, as Manju said, I'm coming to you because something really hurts. I do have a solution that can make you feel better, and we're not doing it. Doesn't make any sense. Yeah.

So giving them a quick win, it's kind of like with the dentist, right? Like, I got a before and after, right? You know, before, like, here is your teeth. This is how bad it is. And then after is like, oh, ta da. So in this case, like, what would it be? The before and after, you know, on a PT or chiro patient?

So the before is always that they come in with pain. Right. Most people are not asymptomatic and coming in for fun, even though we want that preventative care. And that's another topic. Like, we know as Cairos, we always think about dental. And we're like, oh, my gosh, they've set us up in terms of preventative measures, so. Well, that's just their profession. We're just very poor at communicating that. And so they come in, they're in pain. Like, I take my kids. Okay? Kids don't lie, right? If they don't feel better, they're gonna tell the chiro right away. I've been taking them since they're three weeks old. And so Shiloh will go in. She's like three at this point. Point, the chiro will adjuster. She gets off. She's smiling, and she's like, I feel better. I'm like, okay, why do we not do this for everybody? Like, why? You know, and. And it's such a unique thing because I've taken her to several Cairos, but she always wants to go to the same one because she gets adjusted and she feels better. So I don't even think we have to do anything that's, like, so miraculous. We just have to do what we're trained to do. We're just not doing it for some reason.

And what's your thoughts about, like, really focusing on the problem in this case is like, you know, like, this dentist, like, well, you. She laid out all the consequences on that first visit on what will happen if I don't continue this care plan. Right. And how I won't have hair and teeth, you know, in my 60s. Right. So do you, like. Like, do you think that something should be incorporated like on that day one where you actually go there and go deep and go dark about the consequence. Just like what this dentist and hygienist did.

I always say, when you're conveying a treatment plan to someone, think about when they go home, what is their partner gonna ask them? They're gonna be like, hey, so you went in, do you feel better? How much did it cost? When do you have to go back? And when will this problem get resolved? And if it doesn't, what's going to happen? So if you can answer those five questions and it doesn't have to be like a 30 minute discussion, it's more like a five minute sort of point. I feel like you got them like you answered everything and they can convey it to their partner.

What's your thoughts on that, Daryl?

Yeah, I totally agree. And Rick, here's the one thing too, that Manju sort of just high. Everybody thinks they do that. But if you actually were to watch yourself on a recording, most people do not do that. Yeah, and there's a very big discrepancy between what I think I do and what a patient actually hears too. So if you don't write this shit down, they're never going to be able to communicate that as effectively as you think to their partner, which could be the decision maker. Yes, they could be the one that controls.

Absolutely.

My, my wife controls the household. You guys all know that. Like, I don't have a good response to those things. It's probably not gonna go right. But I think, I think what Mandu is sort of alluding to too, and I would, I would be lying if I said that I always told people the repercussions. Right, because you also are afraid as a practitioner to scare people. Because we were trained this way about, you know, how you can damage people psychologically with a wrong narrative. However, when we started working with patient advisors and we have one that's in boot camp with us and she says, you need to tell me what is the risk to me if I don't or if I don't do something, or what are my options if I need to see other people, like other providers. And I was like, whoa, wait a second, I can tell you all day long how referring you to the chiro in collaboration with physio can help. She's like, yeah, but you still haven't told me what could be the risk. And I think our biggest problem is as clinicians, we're actually afraid to sometimes share the risk because we either don't know or the prognosis isn't very good. Right? Yeah, but patients tell us, they want to know, well, what happens if I don't come twice a week?

I want to know as a patient. That's the first thing I noticed.

That's right. That's. This is the take home point from people listening to this session. You have to remember we're not patients when we're actually assessing. You are giving us an example as a dental patient. What? Change your perspective from a positive experience.

Cool. And Darrell, one thing I was just thinking about, like, you know, like maybe like five, six years ago we talked about this and I don't know if it's happening right now. You know, within what you do when you work with clinicians and clinic directors is, you know, when a patient comes on day one. Right. Remember, like, it's like if you think about every other industry, it's all about the before and after. Right. Weight loss, this dentist, exact same thing. We need a before and after moment on day one. Right. And so is there not something you could do on day one where when they come in, you do like this quick, like, range of motion test or some type of test where before you're like, you can't do this, you can't lift your arm at this certain angle, like something that, where they could actually see value. And then after, at the very end, where you actually treat them, you know, or do they give them that quick win or that adjustment, whatever it is, all of a sudden, like that same test you did initially, you actually show improvement. That, hey, there's one thing that we did where you'll tell, they increase your range of motion. And now you could do this and that. Is that not the mirror moment that we could have where it's like so simple as a patient coming in. If you enjoy my content, I write a clinic owner newsletter. I share with you what's trending right now in marketing, selling your business, recruitment, operations, front desk, and more. Become a better clinic owner. Join over 22,000 clinic owners who get this free newsletter each week. Go to clinicowner.com to sign up today.

Yeah, and, and truth. But just like Banjo said too, Rick, like, the problem is that people get so stuck into like, the assessment and they forget about the person they're assessing. Like, there's a lot of things like I can just rub on your back, to be honest, and you'll feel better and your movement will change because you can just have that level of impact at the skin. Like the evidence supports it. Right. But, but I do Think to your point is if we're not sometimes thinking about, okay, patient X comes in, they have some pain or they have limitation that is stopped by pain, you better change that or they're not going to actually book 15 sessions. Because they're like, this guy hasn't proven anything different yet. I still haven't seen the value. So if you look at a new assessment registry report, man is going to say, I just want to see how it goes week by week, week. I didn't provide enough value. So true. It's simple and everybody has to get their head out of their asses. You didn't provide enough value. Yeah, it's not hard.

And if I was to deconstruct my.

Experience.

They totally did the before and after on me. Right. You know, and they told me the consequences, which scared the out of me. Right. You know, because they found, like I said, because I expose that like I just, as I grow old, I want is guaranteed. Right. And so they totally played on this and it was beautiful, like, just to watch the whole thing. And then they finish it off like with like, hey, like, yes, telling me the cost and how expensive it is. Right. But then when they tie it back to the consequences and then when they like on that, on that second session, like they gave me that mirror, I'm like, like, I was like, oh, this is awesome. Right. You know, and then I booked my next like entire year. Right. So I'm seeing that for like four times, like in the next 12 months, right?

Yeah.

And each time is like 300 bucks a pop.

You know what I think is interesting though, and Manju get your thoughts on this too, is I think when you think about rehab, especially like PT chiro massage, we don't really have great ways of showing something that's very concrete. Like, right. You, you could see your X ray. Okay, There's a problem here. Look at this. And they can point.

Totally.

Yeah. Like I'm sort of saying if I don't have my, my assessment room or my gym space actually set up appropriately where a patient can't see in a mirror what their range is, they won't actually see the before and after. Or if your testing isn't appropriate or thought out well enough to do it before and after, they don't, they don't experience it. Like, and I think that's a big challenge for us is people don't have, they don't have the environment set up in a way to do something very simple. And that's why they never get it done either. Even Though they're capable of doing it, they don't have the environment. Correct.

Yeah. That's genius.

And there, there's actually a couple of, like, we used to have a mirror in the back of our door for each treatment room.

Yeah.

And a lot of people would think it's like, oh, I have to see what my hair looks like after the treatment's over. But it was actually for, you know, postural assessment. And we used to use a couple of different apps and just even a camera and do a posture, like a picture, a postural picture from the lateral, like lateral point of view. And then just say, like, we want to do this so that we can do another one, you know, at the end of your care plan.

Plan.

Something as simple also as like a range of motion test. You can see the difference right away with an adjustment. Right. With a treatment of any sort. So that's an easy win, an easy buy in on the first treatment. You book them in. You talk about, you know, the pricing. You talk about, well, these are some of the, you know, this is your prognosis. These are some of the risks. Maybe you don't have to deep dive into the com, you know, completely scary part of it. But they want to know and they're not. If they're not going to ask you, they're going to go on Google and figure it out themselves and say, why didn't he tell me that? Why didn't she say that to me? Right. And you want to be, you want to be as transparent as possible because going back to that point, you're building that rapport from day one. Right. So you could do those simple pictures too. Like, that's a big thing that a lot of people that, like a lot of Cairos do incorporate into their office nowadays.

Yeah, I use my phone a ton. I just don't use my phone. I use their phone just for the price.

Yeah. Like, we used to do that for braces too. We would do a neat picture of their knees and then we put the brace on and be like, look. And then. And I used to do a walking picture too.

Just walking down the hallway and, and talk about the best type of like patient compliance on home, home exercise plans is actually filming them on their own phone on how to do it properly. Right?

Yeah. Yeah. So we even had a session the other day that we talked about in boot camp where everyone was like, well, I don't really want to do a virtual session at Manju's house because I don't really feel comfortable. Fine, don't do it like you should do it, but if you don't want to do it. But what about just saying to Manju, hey, why don't you film your actual home exercise 15 minutes so I can have a look at it? Or just show me how you do each of those exercises so I can now see how she's set up in her home environment. I've just created engagement.

Yeah.

Does she do it? Does she not do it? Can I correct it? There's so many ways that people have to just get outside of the way that they were trained and think about the reality of people want value, and they want a different experience than they've gotten before. Yeah.

Cool. And let me tell you how my dentist appointment ended with them getting me to book, like, the rest of my care plan, which is going for four more visits after I just went three in one week. Right? Is that the hygienist walked me to the front, right? To the front. Walked me to the front to talk to the. To the. To the front desk and told the front desk to say, hey, I want you to book Rick, you know. You know, like, four sessions, like, out, like, for the next. Like, you know, every three months. Right. And then, like, you know, and then give me a hug, walk away.

You really are their favorite patient.

Oh, thank you for. Thank you for giving me tea so I can enjoy free food in my 50s and 60s. Right?

Yeah.

And so they're like, you know, like, it's interesting because this is what you teach when you work with clinicians, right? You know, about that handoff, you know, from the clinician to the front desk to book in the care plan. Like, how is this different from, like, what you teach?

It's not the thing, though, that's different, though, that you just explained, which is, again, it's the difference between going through the motions and actually making it meaningful. It was like, again, calling you by your first name, being very communicative as well, to the. You know, to their teammate, and they're talking about you to benefit you. And then hug or no hug, it's up to you. But the thing, too, that's interesting, my hygienist will do the same thing. She knows my kid. She knows I coach. She knows the kids play hockey. And she's all. She said to me before I left her there, she's like, good luck with the team this year. I was like, oh, this girl literally listened, even though I had, like, everything was in my mouth and I could barely speak. Right. But it was just. That is a meaning. That's a memorable experience when someone proved you they just listened to the last hour of your session. Yeah.

And they walked me to the front. They walked me to front, did the handoff, and, like, let the front desk do their work, which is like, hey, Dr. So and so. Or this, like, hygienist Skyler. Like, she. She wants to see you, like, for the next three weeks. Like, pull up your calendar. Let's book it now.

Right? Yeah, but it. But it wasn't going up there. Like, a mute being, like, okay, I'm just doing what I was. My boss told me to do. I'm gonna stand here until Rick books. I'm gonna walk away. Like, you might as well not even do it, right? Like, yeah, it's got to be a warm handoff. So if I greet you in the waiting room, in my mind, my opposite of my greeting when I say goodbye should be just as powerful, if not more, because now I've known you for 40 minutes. I didn't know you when I picked you out of my waiting room. It was cold. Now it's warm. So how do you screw that?

Anything you want to add to the handoff that you found, like, helpful with. With, you know, the solopreneurs that you kind of work with?

Yeah, I always say it's like the grandma approach. Right. And I think I learned that from Accelerator when I was, you know, running the practice. And so, you know, grandmas are what? They're unfiltered, so they'll say anything to you. They'll ask all the hardest questions, so you better be able to answer those questions. And, like, they'll ask you, like, the meanest things, like. And they don't care. They're like, what's the price? What am I paying for? Like, why do I have to be here? Right. But then they're also very sweet. So for your grandma, you would go get them out of the waiting room, you would hold their hand, bring them in, make sure they're comfortable. You know, talk to them about their grandkids and all those things that make, like, sparkle in their eyes. And at the end, you would take them back to the front, and then you would hand them off to the next person, maybe even open the door while they walk out of your practice. Like, the grandma approach. Approach, I think, is the best way to think about it, because it eliminates that whole idea that people have in their mind as clinicians. We're like, this is salesy. This is salesy. No, this is your grandma. What would you do? How would you talk to Your grandma. How would you treat your grandma? It makes it so much easier that way.

Yeah. I love it. I love it. And you know what's crazy about this entire dentist appointment? Both the hygienist and the dentists. Or do grads love that? Like, she literally graduated like four months ago.

Wow.

And like the, and the dentist was like, you know, out of ubc, just one, like less than one year old. And they were dialed right.

Love it.

They're not even like, they're not like, even like these old school. Like my regular dentist, like, she's kind of in her, like, mid-40s, right? Or late-40s. So she's, she's been in practice for like 15, 20 years. Right. These are new grads that were doing this and maybe, maybe that's what they teach you in dental school. Pull up the mirror. You know, the mirror. The mirror is like the hack. Right. You know, because these old school dentists aren't doing that.

Right.

Like, I've never experienced that before. So that was my mirror moment. So.

Yeah, I love. Wow.

Okay, cool. Awesome. I think, I think that's it. Anything else you want to add on this, on this piece? In terms of patient experience hacks, I could get a quick win. I think we, we chat a lot about that.

I think the, the only thing that I would add to it, Rick, is a little bit around some of that personality stuff that we talked about years ago, like knowing the type of person in front of you. So I think one of the most important things to, to help you build confidence around what your hack will be is to find out how. If these people had treatment before. Have you seen a chiropractor before? Just like in your case. Right. Have you, have you been here before? Yeah. Okay. What, what worked? Like, what was. What do you really like about this place? Like, I need to dig into that because I had a guy the other day too, that came in, I did a consult. High level athlete. Like, if I couldn't prove to him that I knew what was wrong, he probably wouldn't come back. Versus I take that next person who's very fearful, apprehensive. Like, I don't know why I was. I'm even here to see you. I'm taking a, a very, very different approach. And if they've never been to the clinic before, Right. To receive. So I think you have to be mindful too, of what is the best approach, because we've got a ton of tools. The patient's going to tell you what they like or they don't.

Like, I love it. Or if they had a bad experience, they'll tell you exactly what not to do. You know, I hated, I hated needles. Right? You know, right? And then like, if you're, if your main thing is like, I want to throw a thousand needles at you and you on my IMs, right?

You're like, okay, well, and here's, here's like a real life scenario. I had a high level kid, he's like, I don't like needles. I'm afraid of needles. And I was like, okay, what happens? He's like, why faint? I was like, okay, Andrew. I was like, let's do shock wave. Well, it felt like a needle. He still fainted. I still knocked him out. Oh, so he came back though. So yeah, it is interesting. Go ahead, Rick.

I love the hacks that we talked about, all these hacks we talked about. I think whoever's listening to this, like, they could do it within their practice, like right now. Right. You know, and then the next step is that if you have a team and you want to roll this out with your team, like Darrel, what is, like, what is some strategies or tax you give people? Like, how do you roll out, like, care planning and like, and the stuff we talked about, like today on that day, one visit, like, how would a owner who's never done this before, like, you know, roll this out within, you know, there are three, four other like, practitioners that work at their practice.

Yeah, well, the smartest move is just let me teach them how to do it.

But okay, I'm a cheap owner. I don't have money. I just want to DY myself. Okay, so what would I do there?

So I would say, though, so one, it's such a massive experience builder and a differentiator that I would say do it slowly. If you haven't built a context around why you should be doing it with your staff, it's just one other thing they won't have time to do. So if you truly want to be able to do it right, you have to link it to the patient experience. How do you build your reputation? Because people like you, like you said, Rick, brand new grad, literally, you already gave a Google review to someone that probably quite honestly, still doesn't have the same experience as a different hygienist. But it doesn't, it doesn't need to be that way. Right, but, but these are the things that you have to teach them. Experience. How do we keep leveraging the experience and trust me and start with small objective wins? Right. Like, let's Just get people to do them before you start saying to Manju, oh, that was the wrong. That was the wrong, you know, hacked. It's still a hack. Just get.

So is your recommendation, like, doing it one on one, like, with role playing, and just. Versus, like, doing, like, some type of a big staff meeting, like, hey, this is what we're gonna do, and big rollout.

Yeah, good question. So. So, yes, one on one over a huge staff meeting, for sure. But I would be very cautious on the initial piece of role playing, because people will be scared. Right. So. And especially when you're the boss. Right. Like, I'd be scared shitless of Angie. Even though I like her, she still is my boss. She still pays me. Right. And I also maybe see her on a bit of a pedestal. And I'm a young clinician. I've got imposter syndrome. I don't want to show her I don't know what I'm doing. Right. But. But eventually, though, Rick, to get really, really good at it, that has to become a part of your mental.

Yeah.

But at first, I just want to get you to do it. Yeah.

And then once again, like. And, Darrell, how do people find out more about what you do and how you help owners do this?

Yeah. So two ways, I would say you can reach out, right? Direct on Instagram, just at Daryl Yardley, and you'll see all the little hacks that we talk about already on that. And otherwise, just go right to ClinicalAccelerator.com on the website, and you'll see it under staff training. It'll give you all the details on how we train clinicians.

Yeah. One thing I just want to add is that they're also. When you bring someone from the outside coming in to roll this out there is. It actually removes a lot of the objections that a typical clinic owner would have because you're using, like, an outside expertise resource. Right. You know, Dar, anything you want to add to that from what you've seen with this training thousands of clinicians on 100%.

Like, even a lot of times, I think sometimes owners come to me, they're like, oh, your team must be so dialed in. I'm like, no, I have the same challenges that Manju does. It's just the difference, though, is I have more influence over Manju's clinicians than I actually have on my own because I'm still their boss. It's actually a really hard world to be in sometimes, especially when your intent and motivation is to truly train them to be even better. But the Best sort of story I can share to you, Rick, is a lot of times people think it's only for new grads, and it's not. Sometimes the best successes we have is to get some of the senior clinicians to buy into the strategies. And then when they see the senior clinicians doing it, they're like, oh, I need to be doing this as well. And a lot of times even the senior clinicians, when they're approached by their clinic owner to do it, they're like, I'm not doing this. But then they come and they meet us and they're like, I don't know why I haven't been doing this for the last 20 years. It just makes sense. But it. Sometimes it's that outside influence that's needed. Cool.

Awesome. And, Manju, how do people find out more what you do? Because you work with a lot of, like, clinicians that want to start a practice or be a solopreneur. And, and what we talked about today is one of the things on, hey, what can you do to build up your caseload and, and, and, and, and start, like, paying yourself?

Right?

Yeah, absolutely. So you can find me on cliniccelerator.com as well, and under practice Startup, you'll be able to reach me there as well.

You also have a Facebook group, right?

Yes, that's right. Clinician owner hotline as well. And there's a bunch of people in there. We have, I think over, I think, 1600 members in there that are always looking for great tips and advice, and we're able to provide it there.

Amanda is in there every single day, so you could also find her in there as well, right? Absolutely. Awesome. Well, thank. Thank you, guys and girls for coming to the show. And for everyone who's listening, like, next week we are going to be bringing a special guest, Kesha. She's with a company that owns like 35 practices and she does doctor marketing, and her 80% of her new patients come from doctor marketing. And we're gonna actually go super deep with first settlement physical. Physical therapy. And we're going to talk about what she does to get doctor referrals, which still works.

So that's my only referral source.

Thanks.

Cool.

Very good. That was good. Fun.

Awesome. Yeah, it was great.

We'll see you guys later. If you found this helpful and want some free resources to help you be an even better clinic owner, head over to clinicbosstools.com we've got tons of free stuff on getting new patients bone strips, selling your clinic, managing clinical teams, and much more. Head over to clinicbosstools.com.