The Delivering WOW Dental Podcast

Latest Episodes:

New Facebook Updates Apr 11, 2019

Show notes

What's up, guys? Welcome to another episode of the Delivering WOW Dental Podcast. Today, I wanted to come on. I was actually inside of my practice's Facebook account, and I noticed that there were a few changes for targeting. I'm super excited about that, and so I just wanted to jump on. For all of you guys who are running Facebook ads, are boosting posts to your practice, this is pretty exciting news.

In the past, we were actually able to target people based on their net income. You could put in someone who has a net income of $100,000, or 300,000, or half a million dollars, and that was super exciting, right? You could also target people by their home values and the amount of liquid assets that they have. A lot of you guys be like, "How does Facebook know all of that?" Well, I can tell you Facebook is super smart, super intelligent.

In fact, really interesting, and I'm sure this has happened to you as well. I was actually in a van with some volunteers when I was in Kenya when we went off to build a classroom for Delivering WOW. I was in the van with two of the local volunteers, two local Kenyans. And what do you know, just a few minutes later, all of a sudden, I'm getting requests from Facebook to actually friend them. It's happened so many times before. Facebook is pulling data based on where we're clicking off of Facebook. They're also pulling data based on our geolocation, and home values, and things like that. They're able to get that data.

So this morning, I was actually inside of the Facebook account, again, for my practice. We are just working with making sure that we're always testing different things. Of course, now we have our Delivering WOW marketing agency. We are actually running ads for practices and also running ads for different dental coaches, and companies, and stuff like that.

But inside of the targeting, I noticed this morning is that now you can actually target again with net income. This is for US, but it allows you to be able to target people who have the upper 10% in net income for the United States, as well as targeting for people who have the upper 10 to 20% net income, and also looking at other percentages as well.

Now, what's really interesting is that it does say top 10% in the United States. So you might be like, "Well, for dentists, I'm not trying to target people in the entire US," meaning I don't want everybody in the US to see my posts. But, there is actually an additional layer of filtering when you are working with Facebook that you can now use this new targeting option. Then, what you can do is you can put an additional layer filtering. This is where it gets really neat because you can actually put in your practice's address and you can now filter that to target people who are within 10 miles of your practice or you can put on additional filters where you can target people based on a specific street that they live on. So if you are, again, trying to get more people in who are able to afford services, using these types of filters with your boost is super amazing.

Now, one thing you might be asking is, "Okay, I didn't even know all of this was possible with Facebook. We're just posting on our practice's Facebook page." And the first thing that I always teach when I train teams in our Facebook bootcamp is that you want to make sure that you're posting essentially things that are happening behind the scenes. So you want to think about Facebook as almost like a camera that allows people to be able to see what's happening. People are on there almost like ... actually, almost like people are watching TV. They're going through Facebook, and they're seeing what's happening, and so your phone or your camera is the one that's documenting that, and Facebook being the tool to show it, kind of like if you think about a TV, right?

But what happens is that once you're posting things, then what actually happens when you're using Facebook as an advertising platform is that you now have the ability to run an ad to whatever you're posting. That's spending $10, $20 if you're posting something. Sometimes you'll want to spend $50 or a little bit more. Again, if it's just something you're posting that you want it seen for a few days versus having something that you want to be seen for a month, or maybe you're doing a small makeover competition, you'll put a bigger budget to that.

But typically, most posts that we do we're spending about $20. What we do is we have the ability to choose these audiences. So again, what we work with in our Facebook boot camp and what we set up for our clients and our agency is we actually set up the targeting where you now, when whenever you boosts, you actually have a check list, like a dropdown menu, where you can say, "Okay, I want to target people who are within 10 miles of my practice who are also, for example, moms of kids who are ages 3 to 12." So if you were wanting to talk about children's dentistry, then that would be the audience, right? Or if you're running ads for dental implants or cosmetic dentistry, again, you'd want to choose this audience that I've just spoke about this morning, this new one, which is targeting by the net income.

So again, super excited. Lots of really cool things that are happening with Facebook. There's also a few little internal changes when you are setting up your audiences. Yesterday I noticed there were some changes when I was doing the Facebook bootcamp when you're going to set up your website, retargeting audiences, and stuff like that. So for those of you guys who have been through bootcamp, I would encourage you to just jump back on and see what's new and see what's current. For those who've not joined Facebook bootcamp, I encourage you to get your teams in there so that we can help them to understand how to help your practice grow.

The bootcamp is just three one-hour sessions. After, that your practice should be in really good shape. That's something that I encourage you to do. If you guys need help with Facebook and you want us to take care of everything for you, we have that ability as well. We're super excited about our agency. We've been having people to ask us for years like, "Can't you just do it for us?" We've actually been building a team and building content for about eight months now, so we're super excited to be doing that now. If you want to know more, you can always go to deliveringwowmarketing.com.

But again, lots of cool, exciting things happening with Delivering Wow. We're reaching way more practices and helping way more. It's super exciting, especially for me as a dentist, to have seen so much transformation within my own practice, how many lives have been changed when people are like, "If it wasn't for you and what you're doing on Facebook, I would have never had the courage to walk through the door." So, I'm so excited to be able to help so many other practices to experience that same level of being able to help and serve people, and to be able to do more of what you love, which is the dentistry.

All right, guys, so that is it. Take care. Again, if you want to learn more about our different options for marketing, whether it's having us train your team or actually just doing your Facebook for you, you can head on over to deliveringwowmarketing.com.

Why We Created The Platinum Mastermind Apr 10, 2019

Show notes

What's up guys? Welcome to another episode of The Delivering WOW Dental Podcast. I am super excited to be on today. I am actually driving in my car. I am heading out from dropping my daughter to ballet. I just wanted to jump on spend a little while. We have had a crazy few weeks, one with wrapping up our Delivering WOW Summit so of course you guys have probably seen all the pictures if you were not there. It was an incredible, incredible special event. There were a lot of tears shed. There were also a lot of like huge celebrations, of wins, or practices that had grown over the last year by 30 or 40% from our inner circle. We also had a workshop helping practices understand the achievement cycle and seeing their gaps. Overall, it was just a great even with great, great speakers. We have since shifted our focus into the launch of our Platinum Mastermind. I can tell you, I am so excited about this program. Inside of our Platinum Mastermind, many of you guys have heard of it. I had this idea to actually teach all the things that we had been teaching in our inner circle. These are things like, "How do you create your vision for your next year, for your next three years? How do you get your team on board? How do you actually reverse engineer so that you work in a 90 day world?" I'm also looking at how can you put in accountability such as using tools like Asana, and Asana boards to actually get tasks done? How do you create scorecards that are created every single week by a member of the team so that you can look at things like production per visit, you can look at things like the number of new patients that you're getting, looking at things like your AR over 30 days percentage right? Is it within the goal that you set? It's been a really amazing year. Like I said, we decided to launch this platinum program. A lot of people really don't understand or know the full story or why I even decided to even do this. Just to kind of go into that a little bit because it is actually a crazy vision and a passion project of mine to be able to have like one place where people could come together with the top coaches. What has happened in the past is that if people needed help with sorting out for example their insurance, and understanding how to do medical billing, I would send them at Devon Banks, right? We've had so many people that needed to bring on a new team member, or change out their team members when they joined our coaching programs because they may not have had the right person in the right seat, or maybe they just didn't have the right person that fit in with their culture. We were sending people to Samantha Leonard right? We have had business boot camps in the past, and Glenn Vo has worked with these dentists and gotten them to be able to reduce their overhead by sometimes 1000 or even $2000 month. I was like, "Wouldn't it be really cool we had all of these people on one dream team helping out all of the practices?" Then I started thinking about who would the other coaches be? One of the people that I thought about was actually Gary Takacs. A lot of people are looking at how can I become fee for service? I thought about, "Well if we had him coaching people to become fee for service, that would be awesome. What if we had Sandy Pardue helping people with all of her great ideas that she has for how to get your schedule as efficient as possible? What if you had Laura Hatch on the team?" I reached out to all these people and they were like, "Yeah, definitely in." I said, "Okay, what would happen is that we would have different members of the team. We would be able to see what their gaps are. Then we would see which coach they need to work with based on their gaps." If they were, for example, a front desk person and they needed help with insurance, then they could just work with Devon right? If they needed help with understanding how to schedule, they would work with Sandy. If they needed help with case acceptance, they could work with Greg on case acceptance. The thought process was that the team members would each have whatever coach they need to work with, and again all within one program. It's kind of a really far fetched or crazy idea. I can tell you when I started coaching, I was paying about $3000 a month for my coach, and the coach was just coaching me. I just thought, "It would be great if I had somebody to come in while I'm being coached as being the leader and understanding profit margins and understanding the economics of running a business, people could also be training my team", which unfortunately I did not have. I had to figure out all of that stuff myself. Inside of the Platinum Mastermind, we're working directly with the doctors. We have [Shaquila 00:05:22] who is a mindset coach. She'll be working with doctors to help them to realize their full potential. We also will be working with the doctors so that they can understand their verbiage with case acceptance. We're also going to be working with the doctors as well, so that they understand how to get the right culture in their business, and the right people in the right seats, and really understanding the numbers and the metrics of running a business, and what happens when one number goes down and one number goes up, and how can you essentially look at lead measures versus live measures, how can you ensure that you are not waiting until the end of the month? Again, I'm really, really excited. We have been working super hard for this particular program. For me, I also wanted to make sure that the total experience of all of the members of our program would be a really great experience. Instead of utilizing a normal website or a normal software that delivers content or delivers training, I actually sought out this developer who is in Germany. I gave him my vision after doing a lot of research. I said, "I want an interactive elearning platform where people can actually have direct communications with their accountability coach and schedule a call. I want people to come in", so the doctor would come in, and they could now give access to their team members to get a coach. When the team members log into our platform, training platform, we could actually give them a diagnostic assessment to see how competent there are in their roles in the practice. From there, we can know their deficiencies. They would have a call with an onboarding coach who is also an accountability coach. We can actually customize and get them the right coaching that they need, instead of them trying to figure it out. The issue with a lot of elearning platforms is that there's just a lot of really good information, but it's not organized very well. There tends to be a lot of overwhelm. What we decided to do with the program was to again make it really organized where you would actually have each coach working within their own track, where there would be coaching sessions that would be going on streaming through the platform where the members can ask questions. Then this is really, really cool as well, as you guys know, I love Facebook. We have our Delivering WOW Facebook group. I was like, "What would be really neat is" that anybody that's going through that track, so say for example the dental assistant track with Trent, I was like, "Anybody that's going through that track, it would be nice to have like everybody to be able to communicate within that one track so that there's not a lot of clutter and confusion", which is what you see in Facebook groups, right? Then I was like, "You know what would be really cool as well is that you would have not only conversations within a specific track", so say for example all the doctors who are going through mindset coaching, that track again is a doctor only track for practice owners. Everybody would be like it would be private to those members, right? The other thing I thought would be really neat is that you could actually have communication within the platform across the job titles as well. Having like a communication thread with all of the office managers just talking amongst themselves. You don't have that benefit in a lot of the Facebook groups because everybody's like all over the place. Then the other thing too of course in Facebook groups, a lot of people are just giving their opinions. Sometimes it's good advice, sometimes it's like completely wrong advice. Having that one place where people could actually get advice from the people that are coaching and helping practices and speaking on these topics they've studied, they've done the work, they've done the research, many have written books, these would be the people that your team would have access to to be able to coach and train them. Again, I'm so excited about that. Of course, you guys know I love marketing. What we did was I actually decided to include our Facebook boot camp in the program. We also created Facebook campaigns that practices could run every single month. We actually give hundreds of images that you could use for social media. We have a Google Ads course that we're able to get from [Brent Allen 00:10:06] from Marketing 32, so we've got that course in there as well. We're also putting in some Instagram training from Jessica Emery, that's going to be there as well. Then what's really cool as well is that [inaudible 00:10:21] for many of you guys know her, she is phenomenal with marketing. She actually does marketing for a 40 million dollar dental group in North Carolina. She's actually going to be on every week doing a call helping practices with their marketing, and helping them with their campaigns and if they get stuck. What's really cool as well, one other thing is for people that are running Facebook ads and they're getting stuck, or trying to do funnels, because we actually have a funnel course included in the program as well. We actually have a social media manager who is a part of that track helping with support. I really tried to see how could I again just create one resource for everyone in a practice. For me I was like, "If all this program did was give practices the ability to be able to close one $5000 case a month, would it be worth it" right? "If it would be possible for a practice to be able to now have the ability to do more continuing education and to do more fun team building events because there was a lot more money coming in, because now there's accountability tools in place to make sure that revenue goals and different KPIs are being met, would it be worth it" right? Then I'm like, "I see what's happening with all of our inner circle practices, they're taking vacations all the time. If all it allowed the practice owner to do was to be able to spend time with their family, because now their teams are trained by the best people in the industry to train them, would it be worth it?" For me I'm like, "Absolutely, yes." That's why myself and my team have been working tirelessly on this platform because it's important. It's so important that we bring it to the marketplace. You look at even the amount of coaching, how much does it cost. I was even talking to [Shaquila 00:12:20] who is a mindset coach. She's like, "There's a lot of people that really need my help. When they come to me, they say that they're already spending $30000 a year with a coach. They can't afford to do both." For me in this platform I was like, "How can we get you everything you need in one place?" When you look at the cost of our program, so the program cost at the current time is $1200 a month, which is like so so little and just a fraction of what all of these coaches when you look at Okay it includes the Facebook Marketing, it includes marketing every month, it includes the social media manager, it includes in accountability coach. That's something that so many practices are lacking. They're in coaching programs, but there's no one to hold the doctor accountable. Even more so, for me, no one to hold the team accountable. If the team is doing things like reporting numbers on the scorecards and they know what to do when a number drops, then guess what happens? They can be held accountable, and the doctor can attend a once a week meeting with their leadership team who is like their office manager or financial coordinator or lead dental assistant, et cetera. The team can actually report to them the progress of the practice. That's when things get really amazing and really cool. We've seen that happen just time and time again with our inner circle practices, and even within my practice now going in for a one hour meeting once a week, those are called level 10 meetings. We actually teach you guys how to run those meetings as well inside of our platinum program. It's transformational guys. I am so excited again about having you guys in the program. I feel like every single dental practice needs to be inside of Platinum just because you know what happens when you have the right people training you? It makes practicing dentistry fun again. It makes the whole process of serving your patients just such a better experience because you don't have to worry about the business side of the practice. It's all taken care of. You might be wondering like, "Okay well is that cost the $1200, is that something that I can fit into my budget?" For me, when I look at expenses, for me the biggest expense is not actually taking action on what you have in front of you that can help you to be able to grow and scale your business, and give you time and financial freedom. Not having access to the training that can help you is one of those things that can certainly be a situation where there may be regrets, because again, it is a huge expense if you're not getting your team trained, if you're not billing things to medical, when they're not billing things to medical when they could be billed to medical, you're not understanding how to close those $20000 cases, and you're letting them walk through the door. That is probably the biggest expense that you could actually have. Again, I just wanted to come on and just talk to you guys about the why of why I created Platinum, and what my vision was, and why I feel so passionate about this project and this program. I know it's going to help people. This year at our Delivering WOW Summit, we had practices on stage. We're seeing a huge award called the WOW Award. That was for 30% growth or 20% growth while taking fewer clinical days in the practice. For me, I honestly I have a vision. Why am I doing this? My big why is to be able to see 200 practices on stage getting their award next year when we have our delivering wealth summit. I mean that would bring the biggest amount of joy to not only me or my team, but also all of the practice owners, all of the team members, and of course, all the coaches that have helped all of you on your journey. That's essentially what our Platinum Mastermind is. Again, I invite all of you to schedule a call with us, so we can learn more about your practice. Once you go to deliveringwow.com/platinum, you will be able to learn more about the program, all of the coaches that are there. If you're ready to get started, you can go ahead and just click the button and get started, and we'll get you in right away, get you onboarded with the onboarding coach, and start getting everything set up for your practice. Again, if you have any questions, or if you'd like to schedule a call, you can also do that on that page as well. Again, it's deliverin…

Full show notes at the publisher

140 - The Ease of Providing A Dental Warranty to Your Patients with Jared Parente Mar 28, 2019

Show notes

I’m super excited to welcome my good friend, Jared Parente from Dental Warranty Corp, onto this episode of the podcast. We discuss how you can grow your dental practice by giving your patients peace of mind with dental warranties they can trust.

Jared Parente is the CEO of Dental Warranty Corp and has committed the vast majority of a highly-entrepreneurial career to growth opportunities in healthcare. His work has helped to generate results through a focus on better patient experiences delivered through unique and disruptive concepts.

Dental Warranty offers nationwide, life-proof protection for restorative dentistry and appliances. It offers a unique practice growth opportunity with typical practices seeing an acceptance rate between 40% and 80%.

In my discussion with Jared, we talk about how your warranty can act as a powerful practice builder to help you not only grow your practice, but boost hygiene consistency, treatment acceptance and revenue.

On the podcast we discussed…

How Dental Warranty can help increase case acceptance
What happens when you present a claim with Dental Warranty
How payment for the warranty works
Procedures that are covered in the warranty
How to present Dental Warranty to your patients
The onboarding process of getting started and training your team

If you’re ready to get started or you want to find out more about Dental Warranty Corp, you can visit www.dentalwarrantycorp.com or email brad@dw-corp.com.

For more information and to explore other episodes go to: deliveringwow.com/140

139 - The Fastest Way to Get Started With Invisalign With Nancy Ward Mar 21, 2019

Show notes

The dentistry industry is competitive. If you’re not offering the latest products and services that your patients are looking for, you risk losing their custom to another practice that does offer those things. And, one of the most sought-after products in today’s market is Invisalign, which is why I’m so excited to have Nancy Ward from Invisalign on this episode of the Delivering WOW podcast.

Invisalign (www.invisalign.com) pioneered the world’s first clear aligners, helping people to straighten their teeth to achieve the smile they’ve always wanted – in as little as 3 months! Nancy has been an Invisalign provider for 12 years and is part of the US and Global faculty for Invisalign.

In my discussion with Nancy, we talk about how dentists like you can utilize Invisalign to enhance restorative outcomes and grow your practice.

On the podcast we discussed…

How to integrate Invisalign in your practice when you aren’t a trained orthodontist
The process of learning how to be an Invisalign provider
Tips for training your team on Invisalign
How to utilize your team to help increase consults and case acceptance
How Invisalign can help boost your bottom line
Advice for getting started and certified with Invisalign

Invisalign treatment can be used to treat mild to complex teeth straightening issues from slightly crooked teeth to gapped teeth, crossbite, open bite, underbite and much more.

To find out more about Invisalign, go to: www.invisalign.com

For more information, go to: deliveringwow.com/139

138 - How to Improve Phone Call Conversions with Mango Voice Mar 14, 2019

Show notes

Does your team struggle to convert potential new patients over the phone? If you’re nodding your head, this conversation with Jonathan Karren, the Account Executive at Mango Voice Phones, will be like music to your ears!

In the episode, we talk about how you can improve call conversions to help grow your practice and fill-up your weekly schedule. Jonathan’s role at Mango Voice is to drive customer acquisition through direct sales, social media marketing and partner relationships.

If you’re not familiar with Mango Voice, they are an enterprise-grade VoIP phone system based in the cloud. With its time-saving features, they help dentists and other business owners from all over the world run their business much more efficiently.

On the podcast we discussed…

What Mango Voice is and how it can help you increase phone call conversions
How you can use phone call recordings as a coaching guide for your team
Using SMS to respond to missed calls and get back to patients quicker
Converting voicemails to emails
How to use Mango Voice to market your services
Tracking the performance of your marketing campaigns using number tracking technology

For more information head to: deliveringwow.com/138

137 - Increasing Practice Efficiency and Communication With Mike Buckner Mar 07, 2019

Show notes

On this exciting episode of the podcast, I welcome my good friend, Mike Buckner, onto the show to talk all about how you can cut through the noise with help from some powerful technology.

Mike Buckner has been working in the Dental Technology Field for eight years. He has worked as a Business Development Executive for Solutionreach, as well as a Director of Business Development for Dental Intel.

He is currently the Director of Business Development for Weave, and speaks at various meetings about patient retention and building patient loyalty. And, on top of all that, he has twin baby boys that keep him on his toes!

On the podcast we discussed…

What makes patients reluctant to come back to your practice
How to improve patient retention by focusing on relationships
The action steps you can take to maximize relationships with your patients
Why you should use text messages to bond with patients and increase case acceptance
Using the Weave App to help improve efficiency and communication

Weave is a powerful and unique platform that improves your customer response, team workflow and revenue generation. Go to https://try.getweave.com/deliveringwow/ to save 50% off activation!

If you’d like to get in touch with Mike to learn more about Weave or to ask him any questions, you can email him at mike.buckner@getweave.com

Want to find out more and explore other episodes? Head to: deliveringwow.com/137

136 - How To Grow Your Practice With Google Traffic With Brett Allen Feb 28, 2019

Show notes

Would you like to learn how you can get more traffic from Google and grow your practice? If this sounds like something you’d be interested in, join me on this episode of the podcast for an insightful discussion with Brett Allen, the CEO and Co-Founder of Marketing 32.

Marketing 32 is a Google Marketing Agency for Dentists and Dental Specialists. The team at Marketing 32 are also the creators of "Google Made Easy for Dentists" which is a step-by-step program that is transforming the industry by helping dentist do their own SEO and Google Ads.

Brett and I have a very interesting talk about how dentists can leverage digital marketing to attract more patients and explode the growth of their practices. So, if you're struggling to fill up your appointment schedule or you just want to expand your practice and accelerate its growth, this is the episode you’ve been waiting for!

On the podcast we discussed…

Why you should use multiple traffic sources to help grow your practice
How to leverage relationships and get people in your community to talk about you
Strategies for using Google Marketing to reach new potential patients
The difference between search-based marketing and display & retargeting marketing
How you can use funnels to educate and convert patients
Tips for choosing the best keywords for your ads

For more information, head to deliveringwow.com/136

The One Thing That Saved My Day Feb 25, 2019

Show notes

What's up guys? I hope that all is well. I wanted to come on and tell you guys a quick story that happened actually last week with my kids. Many of you guys know I have two teenagers, a 13 and a 14 year old and quite frankly, we've been having some challenges with getting them to get up on time, to get their breakfast on time and to leave the house on time and it's caused a a lot of frustration on my part as well as my husband and caused them to leave the house, I'll say this, in not a great mood. I'm not sure how many of you guys have teenagers but it's not always easy.

But an interesting thing happened a few weeks ago where Sarah on my team, she actually does coaching with office managers of our inner circle. Anytime they are having any challenges or any time they need help with anything, they just box her and she jumps on calls and she works directly with them. There was actually a doctor that tends to want to stay really late in the practice and her office manager was actually struggling with it. He said, "We're staying really, really late and I want to make sure that number one, I'm getting home on time with my family but that the doctor is as well." Sarah gave them a suggestion to actually set an alarm clock where five minutes before ending time, the alarm clock would go off and the office manager would just pack up and say, "Okay, I will see you tomorrow. Have a great night."

It's really interesting because after about two to three days, the doctor caught on and said, "Is that alarm clock for me?" The office manager said, "Yes, we discussed that we would both leave at a certain time to get home to our families and Sarah said that this is a great tool to hold us both accountable." And the doctor smiled and they went home and I thought, this is really, really interesting because I'm looking at my kids and every day they're struggling to get downstairs on time to get their breakfast which means that ultimately that they're rushing and they're frazzled to get out of the door. Sometimes getting to school a few minutes late.

What we decided to do was to basically implement the same system and we set, having to set an alarm for the time they had to wake up, the time they had to get downstairs and the time that they needed to leave the house. Now, one thing that I can tell you, I've not been good with, nor my husband is having written down rules. I think most parents you don't actually have checklists for your kids but we actually decided to that. We've made very clear times of the time that they need to again, wake up, get downstairs and leave the house. And we said, "If you are not leaving the house on time, that means that you will have no electronics for the night. No TV, no phone, no computer, nothing. And if happens twice, the same thing will happen, plus there will be no activities on the weekends. Meaning, no get togethers with friends, no parties."

Everything was written down, it was very clear. We also wrote down that some additional guidelines would be that their clothes would need to be laid out the night before, their schoolbags would need to be packed. Everything would be done and we put the specific time of when that would have to be done. We also wrote down their bedtime, the time that electronics had to be downstairs. Very, very clear. Nothing on the paper was able to be in a form of an emotion. It was just something that was written down, written guidelines.

The interesting thing that happened is that after a few days we actually printed it out, we realized my daughter actually taped it into her bathroom so that she could see what the new guidelines were for getting up and the interesting thing is that this has been going on now for six days and they have gone downstairs, had breakfast, versus trying to scramble to eat breakfast quickly. They've gotten to school on time, they've been a lot happier and it's just been really, really good.

It really goes to show the power of having tools for accountability. Again, just setting clear little timers and having a written down process as well as very clear consequences if the guidelines were not followed. Going back to our practices, it's so important when we are wanting to have specific guidelines for our practice and a lot of times I hear from doctors, "Well our team is getting to work late." Or, "Our team is not getting to the morning huddle." Or, I hear all of these different things and it's so interesting because again, you have to start looking back at yourself just like I did with my husband, and I said, "The reason why all of this frazzleness is happening is because we haven't created processes. We haven't given the kids tools to be successful."

And once we took time to create again, something that was written down, something that had very clear, specific times, once we had again, consequences, there was not room for discussion. There was no room for disagreement. There was no room for argument. It was just a rule or a guideline. Again, I just really wanted to just tell you guys the story. Hopefully, it inspires you to think about things are happening in your practice that are not going exactly how you want and start to think to yourself, is there a document that could be written down that makes things clear? If there's something that you keep repeating over and over again or something that's frustrating you in your business, is there something that can be written down? Are there tools that you can use for accountability?

Again, timers, clocks, using Asana, using some sort of systems that's going to, Asana's one of those task management softwares. I talk about that a lot. If a task is not done by the date that it's set, it turns red. Do you have these processes in place again, with clear guidelines? I hope that again, this inspires youto think about creating some processes in your business and perhaps in your family as well because it's not a great situation when you go through the day and you started off frazzled. It's really super important.

All right guys, that is my tip for today. I hope you guys took some value out of that and we'll chat again really, really soon.

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135 - Aftercare Chat Bots with Dr. Anne O'Donnell Feb 21, 2019

Show notes

I’m delighted to introduce Dr. Anne O’Donnell to the podcast and talk all about how dental practices can use aftercare chatbots to connect with patients and offer ‘Care beyond the Chair.’

Anne is a dentist based in Ireland and has been in practice for ‘more years than she cares to remember.’ She has had her own dental practices and sold a small corporate in 2018. She then became the groups Clinical Director. In 2013, she bought a failing practice and completely turned it around. It is now a multi-disciplinary general and specialist practice with a tenfold increase by 2018.

Anne is passionate about dentistry, her team, and her patients. She and her team have even developed a patient aftercare messaging service using Facebook Chatbots called "Care beyond the Chair.”

On the podcast we discussed…

How ‘Care beyond the Chair’ works and how it helps make patients feel appreciated
Why chatbots have a higher open rate than email
Recommending dental hygiene products using chatbots
Tips for scheduling automated chatbot messages
How personalized messaging can help dental practices connect with their patients
How to get patients to opt-in to receive chatbot aftercare messages
The process of setting up ‘Care beyond the Chair’ in your practice

If you’d like to get in touch with Anne and find out more about how you can introduce her aftercare chatbot service in your practice, you can email her at dranneodonnell@gmail.com or reach out to conor@socialmediaelite.ie for more information.

For more information and to explore other episodes go to: deliveringwow.com/135

What Happened When Our Practice Ran Out Of Water Feb 20, 2019

Show notes

What's up guys? It is Anissa, super excited to be here talking to you today about, are you leveling up your team leaders? So, I actually just looked at my What's Up messages and I received a message from Tammy, who is my Office Manager, and the message actually says ... Now granted it is 2:00 in the afternoon on a Friday as I'm recording this. The message says, "Hey Doc, just letting you know we had no water today. The Water Commission was working in the area and so, all of the water was turned off. Our backup tanks did not kick in, they were not working. And so, I contacted the plumber, he came in, he fixed our tanks. Everything is working, we're all good to go. We rescheduled the patients, everything is fine. Again, just letting you know. Let me know if you need anything, have a great weekend."

Now, I am so excited because number one, there are processes in place for what happens if there is no water, right? So, she knew to contact the plumber. She knew where to get his number. She knew if there was an issue, who to call. What was also interesting is that, she just took control, right? They took control over letting the patients know, rescheduling the patients. And it all ended well, despite perhaps, having to inconvenience a few patients with rescheduling them. But, I think the biggest lesson of what happened today is number one, it's a Friday. This morning, I actually was on a few Zoom video calls with our team getting ready for Summit. I ran a few errands. Again, typically on Friday's I'm not in the practice, and there was what could have been a big issue. Or maybe it was. And it was solved. It was solved by my team. It was solved by my Office Manager.

And so, my question to you is number one, do you have a strong team leader? Do you have someone who can run the business for you, whether you're there or not? Somebody that has the tools and processes and knows what to do. A lot of times we have Office Managers, but we do not actually, take time to build out processes in case things happen, right? And then the other thing too, is that a lot of times I can tell you the leader I would have been in the past, my Office Manager might not have had the ... Might not have had the ability to say, "You know what? I'm going to take this on." They might have felt like they would have had to have called me from the very beginning of the day, tell me their problem and ask me what I want them to do. Ask me what I want them to do about patients, right? And I would have been perhaps that leader that would have said ... Or that Doctor that would have said, "Okay, let me come in and try and tell you what to do" or "Let me come in and see what I can do to find a plumber", right?

But again, the team took control. And so, as you're building out your practice. As you look at becoming that true leader and scaling for growth, it's not possible for you to try to micromanage your team. And certainly, as you look at growing your business, it's going to be increasingly hard for you to be the Office Manager, right? And I say that and you may be like, "What?" But ... Well, let's just be real. So may of us who are dentists, if it's a small practice, we don't have Office Managers. I hear that from our members of our programs they're like, "Well I don't really have an Office Manager. I'm the one that actually oversees the team. And I'm the one that actually oversees making sure the payroll is getting done. And I'm the one that oversees ..." And I think that's really, really great when you're small and you're just getting started so that you can learn exactly what needs to happen, right? But as you are looking at leveling up your leadership. As you're looking at growing your business, what you realize is that you cannot do everything.

And, I also hear a lot of Doctors who typically ... I mean dentists, we tend to be those type As, and we feel like no one can do things better than us. But what we discover is that if you have other people doing things, even if they're doing it at 65, 70, 80% and you have multiple people that are doing other things for you. What happens is that, more tasks are able to get done. More marketing is able to get done, more processes are able to be built. More team training is able to be done if for example, you're not having to do all the trainings now for your teams, you know? So as you start looking at leveling up, I want you to start looking at changing your mindset and shifting to think a little bit bigger. I mean, if you look at any company, any major company you're not going to have the owner ... For example, let's just say Target. The owner of Target is not going to be the one doing the ordering, and doing the marketing and doing everything, right?

And they're not going to be the one micromanaging every department and micromanaging what the COO or the Operations person is doing, right? And so, that's essentially what your Office Manager is. For me I say, "Tammy runs my business", right? I own it and she runs it. That's her job, right? Her job to make sure that the marketing's in place. Her job to make sure that our team members are onboarded when we have new team members. Making sure that all of our systems are in place. Making sure that whoever is supposed to be scheduling a certain number of appointments every week, making sure that they're being held accountable for that. That's Tammy's role, right? And my role is again, to go in and to be able to form connections with patients and to be able to form those connections and continue to be the creative thinker of how we're going to continue to impact our patient's lives. And give them great, amazing experiences, right?

So again, this is a quick one today. But I just wanted to pop on because I thought it was really, really neat that Tammy sent me that message. And that she had actually taken care of everything. And I'm confident that she did the right job. And again, just encouraging you to keep moving forward in your practices. We're all getting there and we're all again, continuing to look at how can we make ourselves better to be able to impact our teams and our practices.

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