1 00:00:00,000 --> 00:00:02,580 Sara Hansen: The Productive Dentist Academy Podcast Network. 2 00:00:06,780 --> 00:00:09,300 Regan Robertson: Welcome to the Everyday Practices Dental Podcast. 3 00:00:09,300 --> 00:00:12,270 I'm Reagan Robertson and my co-host Dr. Chad Johnson. 4 00:00:12,330 --> 00:00:15,390 Dr. Maggie Augustine and I are on a mission to share the 5 00:00:15,390 --> 00:00:18,510 stories of everyday dentists who generate extraordinary results. 6 00:00:18,515 --> 00:00:22,715 Using practical proven methods you can take into your own dental practice if 7 00:00:22,715 --> 00:00:26,765 you are ready to reclaim your time so you can focus on great patient care without 8 00:00:26,765 --> 00:00:28,625 sacrificing yourself along the way. 9 00:00:28,715 --> 00:00:30,185 Buckle up and listen in 10 00:00:31,805 --> 00:00:33,875 Sara Hansen: when it comes to reviews. 11 00:00:34,500 --> 00:00:41,190 The purpose of reviews are we are looking as consumers for 12 00:00:41,190 --> 00:00:44,040 authentic, truthful experiences. 13 00:00:44,129 --> 00:00:48,989 Anytime we order anything on Amazon or other websites, the first 14 00:00:48,989 --> 00:00:53,040 thing we do is we read the reviews because we believe and trust. 15 00:00:53,210 --> 00:00:56,840 The feedback that's coming from those people who've experienced that, you 16 00:00:56,840 --> 00:01:01,220 know, if the outfit runs too small, if it broke after two days, right? 17 00:01:01,220 --> 00:01:05,330 We believe those and that ultimately changes our buying, um, 18 00:01:06,170 --> 00:01:07,640 purposes and what we do, right? 19 00:01:07,640 --> 00:01:11,630 We may move on if there's not great feedback from the people who have 20 00:01:11,630 --> 00:01:13,070 authentically used the product. 21 00:01:13,590 --> 00:01:17,670 So the purpose of reviews is really about authenticity and 22 00:01:17,820 --> 00:01:19,289 them leaving the experiences. 23 00:01:19,380 --> 00:01:21,509 Dr. Maggie Augustine: Marketing is like occlusion. 24 00:01:22,289 --> 00:01:25,350 This is what I, what I tell Wade Kiffer all the time. 25 00:01:25,350 --> 00:01:26,850 It's like black magic, right? 26 00:01:26,850 --> 00:01:30,060 And I should have my crystals out to help me guide through the process. 27 00:01:31,470 --> 00:01:32,130 Dr. Chad Johnson: Truth 28 00:01:32,789 --> 00:01:40,020 Regan Robertson: there is, I've learned over my 26 years, 26 years in, in 29 00:01:40,020 --> 00:01:42,930 marketing that, uh, that I actually. 30 00:01:43,259 --> 00:01:46,020 I personally don't enjoy marketing. 31 00:01:46,080 --> 00:01:49,110 I actually don't like marketing, which is a really weird thing to say, 32 00:01:49,470 --> 00:01:52,830 uh, especially from someone who has been in marketing this entire time. 33 00:01:52,830 --> 00:01:54,300 And I think it's my own evolution. 34 00:01:54,300 --> 00:01:59,160 I, what I love is the story and the essence of a brand. 35 00:01:59,220 --> 00:02:03,119 And a brand is more than, uh. 36 00:02:04,110 --> 00:02:05,399 Than one element of it. 37 00:02:05,399 --> 00:02:09,150 So I think marketing overall, it, it tends to get painted 38 00:02:09,150 --> 00:02:10,979 on lots of different elements. 39 00:02:10,979 --> 00:02:15,000 And, and the reality is, is that marketing is, is a beautiful distribution 40 00:02:15,000 --> 00:02:17,850 channel and that's where it can become the biggest blessing ever. 41 00:02:17,850 --> 00:02:19,109 And it can also become the most. 42 00:02:19,425 --> 00:02:22,515 Overwhelming and confusing area. 43 00:02:22,515 --> 00:02:25,515 And so Maggie, when you're saying that it feels like, you 44 00:02:25,515 --> 00:02:26,805 know, it's just black magic. 45 00:02:26,805 --> 00:02:28,575 It's, it is, there's a bit of mystery to it. 46 00:02:28,575 --> 00:02:29,805 And, and you know why? 47 00:02:30,165 --> 00:02:31,875 It's not like fast and hard. 48 00:02:31,875 --> 00:02:36,645 It's unique to the brand and the audience that you're trying to attract. 49 00:02:36,645 --> 00:02:40,185 And so just like anything, it takes a lot of practice. 50 00:02:40,185 --> 00:02:42,675 It takes some skill, it takes a lot of listening. 51 00:02:43,065 --> 00:02:46,845 And, uh, I am really excited today We have the full. 52 00:02:46,985 --> 00:02:51,545 Crew here to have Sarah Hanson in the hot seat. 53 00:02:51,605 --> 00:02:57,095 Listeners get ready because Sarah absolutely, not only does she love 54 00:02:57,155 --> 00:03:02,165 marketing, like it pours out of her skin naturally, and she has this way of 55 00:03:02,165 --> 00:03:04,295 making uncomfortable stuff really fun. 56 00:03:04,295 --> 00:03:04,445 And so. 57 00:03:04,735 --> 00:03:08,575 If marketing to you feels like, ugh, like I have to, or I just 58 00:03:08,575 --> 00:03:09,985 don't know if I'm doing it right. 59 00:03:10,135 --> 00:03:12,175 She's there to guide you along the way. 60 00:03:12,175 --> 00:03:15,175 And her and I have worked together for several years now, and she 61 00:03:15,175 --> 00:03:16,825 has just, she's inspired me. 62 00:03:17,185 --> 00:03:22,345 Um, she's shown me how easy she makes it to, to wanna market, and most importantly, 63 00:03:22,465 --> 00:03:26,275 she understands the essence and the difference between a brand and marketing. 64 00:03:26,275 --> 00:03:29,035 And she bridges the two together really well so that you can make 65 00:03:29,035 --> 00:03:33,355 sure that when you tell your brand story, it's gonna go to the right. 66 00:03:33,355 --> 00:03:33,795 Place. 67 00:03:33,795 --> 00:03:36,465 So Chad and Maggie, welcome to our show. 68 00:03:36,465 --> 00:03:38,745 So pleased that both of you are following us. 69 00:03:38,745 --> 00:03:43,395 Any, any notes that you have to say before we bring Sarah into the conversation? 70 00:03:43,755 --> 00:03:46,155 Dr. Chad Johnson: Well, I was gonna ask Maggie, uh, uh, I was gonna 71 00:03:46,155 --> 00:03:50,355 ask, uh, Sarah, is, is, is the marketing exuding from your pores? 72 00:03:50,355 --> 00:03:51,915 Is that what gives you your glow? 73 00:03:53,204 --> 00:03:54,345 Sara Hansen: The marketing glow? 74 00:03:55,185 --> 00:03:55,605 Yes. 75 00:03:55,610 --> 00:03:57,345 I, I wonder like pregnancy glow. 76 00:03:57,375 --> 00:03:58,395 That's marketing. 77 00:03:58,725 --> 00:03:59,655 Regan Robertson: Yes. 78 00:04:00,135 --> 00:04:01,030 Oh, oh. 79 00:04:03,780 --> 00:04:05,160 Dr. Chad Johnson: Ing new ideas. 80 00:04:05,400 --> 00:04:05,790 Yes, 81 00:04:07,230 --> 00:04:10,620 Dr. Maggie Augustine: and and one of the things about Sarah, and I've 82 00:04:10,620 --> 00:04:14,010 known her for quite a few years now, is that she just stands in this 83 00:04:14,010 --> 00:04:17,640 confidence of what marketing is. 84 00:04:18,420 --> 00:04:21,659 And she exudes that, not just when you're working with her, but if 85 00:04:21,659 --> 00:04:23,610 you've ever seen her on stage. 86 00:04:24,210 --> 00:04:27,150 And that confidence is not just her walking around 87 00:04:27,480 --> 00:04:29,460 saying, I know this stuff, but. 88 00:04:30,225 --> 00:04:37,485 She has a lot behind her to support the confidence that she, that she stands in. 89 00:04:37,485 --> 00:04:42,315 And I really look forward to this conversation in kind of teasing that 90 00:04:42,315 --> 00:04:47,775 out of her and, and, uh, and showing our listeners some of these pearls 91 00:04:48,615 --> 00:04:54,105 that I have no doubt she will present, uh, to you guys that you can take 92 00:04:54,105 --> 00:04:57,675 away just from this short podcast and incorporate into your practice. 93 00:04:58,425 --> 00:04:59,414 This black magic 94 00:04:59,655 --> 00:05:04,515 Dr. Chad Johnson: when, yeah, when, when Sarah tells her puppy story. 95 00:05:04,515 --> 00:05:05,175 I'm serious. 96 00:05:05,175 --> 00:05:06,885 I can about cry on demand. 97 00:05:06,945 --> 00:05:10,724 I mean, so the farmer's dog. 98 00:05:11,385 --> 00:05:12,914 Regan Robertson: Oh, the farmer's dog. 99 00:05:13,000 --> 00:05:14,715 Yes, yes, yes. 100 00:05:15,044 --> 00:05:16,365 Dr. Chad Johnson: Says the guy from Iowa. 101 00:05:17,294 --> 00:05:22,784 Well, listen, I'm, I'm not a crier, but like, uh, but that, like, it's 102 00:05:22,784 --> 00:05:25,575 not just the first time I heard it, but I, the second time I was like. 103 00:05:26,190 --> 00:05:27,510 S Bite your lip. 104 00:05:27,780 --> 00:05:28,530 Look away. 105 00:05:28,530 --> 00:05:28,860 Think. 106 00:05:29,025 --> 00:05:30,270 Regan Robertson: I think you did get teary. 107 00:05:30,510 --> 00:05:30,660 Did. 108 00:05:30,930 --> 00:05:31,020 Yes. 109 00:05:31,020 --> 00:05:32,310 Somebody at the conference. 110 00:05:32,310 --> 00:05:34,590 She played it at the conference and somebody, I think it 111 00:05:34,590 --> 00:05:35,370 was you that got teary. 112 00:05:35,370 --> 00:05:36,000 Dr. Chad Johnson: It was me. 113 00:05:36,000 --> 00:05:36,930 It was you. 114 00:05:36,930 --> 00:05:36,933 It was me. 115 00:05:36,990 --> 00:05:38,520 I was missing my girls. 116 00:05:38,520 --> 00:05:41,430 And then I'm watching this video and I'm just like, oh shoot. 117 00:05:41,580 --> 00:05:45,870 I'm just like, that was, that's exemplary of finding the 118 00:05:45,870 --> 00:05:49,050 emotion that goes with the, the. 119 00:05:49,440 --> 00:05:51,240 Concept of what you're trying to portray. 120 00:05:51,330 --> 00:05:51,630 So, 121 00:05:51,719 --> 00:05:52,020 Regan Robertson: okay. 122 00:05:52,020 --> 00:05:52,830 Show notes. 123 00:05:52,830 --> 00:05:54,570 We'll put the farmer's dog ad in. 124 00:05:54,570 --> 00:05:57,870 So you all know what the heck we're talking about here today? 125 00:05:58,409 --> 00:05:58,560 Yes. 126 00:05:59,010 --> 00:05:59,039 Or 127 00:05:59,520 --> 00:06:01,380 Dr. Chad Johnson: caveat, uh, trigger warning. 128 00:06:01,409 --> 00:06:06,690 If you need to not cry within, you know, 10 minutes of, of a listening to the 129 00:06:06,690 --> 00:06:11,669 podcast or whatever, don't click on that ad until you're ready to emotionally, 130 00:06:12,030 --> 00:06:13,770 you know, disengage and let it go. 131 00:06:16,215 --> 00:06:18,975 Regan Robertson: If you haven't listened to the previous episode, I 132 00:06:18,975 --> 00:06:20,925 highly recommend you go and do that. 133 00:06:20,925 --> 00:06:26,565 Chad and I break down, uh, exactly what, what marketing looks like when 134 00:06:26,565 --> 00:06:29,925 it's done, uh, correctly, and then when it's, you know, when it breaks down 135 00:06:29,925 --> 00:06:33,285 where to look for the breakdowns in it and how to do a great audit on it. 136 00:06:33,285 --> 00:06:37,005 And I think it's a nice, um, prerequisite to having Sarah on today. 137 00:06:37,005 --> 00:06:40,035 Either way, though, you could just listen to this standalone and it'd be great. 138 00:06:40,035 --> 00:06:43,215 Sarah, welcome to Everyday Practices. 139 00:06:43,550 --> 00:06:45,980 Marketing from the inside out. 140 00:06:46,550 --> 00:06:49,760 If you could just kind of bring listeners along in this journey. 141 00:06:49,760 --> 00:06:52,490 Tell us a little bit about yourself first and why, why 142 00:06:52,490 --> 00:06:55,055 marketing is so, um, something that you're really passionate about. 143 00:06:56,445 --> 00:06:57,165 Sara Hansen: Hi everyone. 144 00:06:57,165 --> 00:06:58,605 Three of my favorite. 145 00:07:00,285 --> 00:07:05,175 Um, yeah, so I've been in the dental industry for over 25 146 00:07:05,175 --> 00:07:07,695 years now, so I am an oldie. 147 00:07:08,085 --> 00:07:12,285 Um, but I started in the dental practice, had almost every position 148 00:07:12,315 --> 00:07:17,260 other than the dentist and, and hygienist and, you know, it's interesting. 149 00:07:17,945 --> 00:07:20,405 Going through and sitting in the different seats of the practice. 150 00:07:20,405 --> 00:07:23,615 You definitely see patient journeys at different spots. 151 00:07:23,945 --> 00:07:27,545 And so I think having that knowledge and experience of being in the dental 152 00:07:27,545 --> 00:07:32,165 practice for 18 years before I decided to move on and do more things with. 153 00:07:32,595 --> 00:07:36,465 The education and the knowledge that I had, and I think it's given me 154 00:07:36,465 --> 00:07:40,185 the background that I really needed to, one, understand what's truly 155 00:07:40,185 --> 00:07:41,835 happening in the dental practice. 156 00:07:42,255 --> 00:07:46,755 Um, but two, be able to, you know, when we train teams and talk about what does 157 00:07:46,755 --> 00:07:50,595 something look like or sound like, or how does it feel to ask for a review? 158 00:07:50,595 --> 00:07:51,495 Or how does it feel? 159 00:07:52,090 --> 00:07:55,390 To complete a really great patient journey. 160 00:07:55,390 --> 00:07:59,169 I understand what that feels like because I've experienced, you know, 161 00:07:59,169 --> 00:08:02,469 I've been the one to answer the tricky phone calls from a patient. 162 00:08:02,770 --> 00:08:05,890 I've been the one at events trying to promote our practice. 163 00:08:05,890 --> 00:08:10,030 And so, um, that's where I think the love of marketing came for me. 164 00:08:10,090 --> 00:08:13,359 Unbeknownst to me, I didn't realize it was there until I really 165 00:08:13,359 --> 00:08:15,039 started doing more and more of it. 166 00:08:15,420 --> 00:08:20,100 Um, and now I truly love it, so I get to be the one that tells the stories 167 00:08:20,100 --> 00:08:21,510 of the practice, and I love it. 168 00:08:21,600 --> 00:08:21,840 Like 169 00:08:21,900 --> 00:08:24,120 Regan Robertson: who, who has a better job than that? 170 00:08:24,570 --> 00:08:27,780 Well, this is a really unique differentiator here because 171 00:08:27,990 --> 00:08:31,020 not very many marketers have held each role in the practice. 172 00:08:31,080 --> 00:08:34,770 I love stories of people who have been in an organization and 173 00:08:34,770 --> 00:08:36,210 they've been from the ground. 174 00:08:36,245 --> 00:08:36,485 Up. 175 00:08:36,725 --> 00:08:41,435 So it gives them a very unique position to say, okay, I know exactly what happens 176 00:08:41,435 --> 00:08:44,945 at each of these intersections, and I know what matters to that role, and I know 177 00:08:44,945 --> 00:08:47,015 what matters to the patient at that role. 178 00:08:47,435 --> 00:08:47,825 Um. 179 00:08:48,255 --> 00:08:51,944 Something that we've talked about for years now, uh, is, 180 00:08:51,975 --> 00:08:53,115 it was, it was interesting. 181 00:08:53,115 --> 00:08:55,515 It, it started a few years ago. 182 00:08:55,515 --> 00:08:57,074 Gosh, maybe even 10 at this point. 183 00:08:57,074 --> 00:09:00,675 But I remember, you know, doing marketing for dentists and the 184 00:09:00,675 --> 00:09:03,135 dentist coming back and just saying, it doesn't, it just doesn't work. 185 00:09:03,135 --> 00:09:03,735 You need more. 186 00:09:03,735 --> 00:09:04,215 You need more. 187 00:09:04,215 --> 00:09:04,545 You need more. 188 00:09:04,545 --> 00:09:08,025 And me and the people pleasing role, I immediately thought it must be 189 00:09:08,025 --> 00:09:11,535 something I'm doing, like as a marketer, it must be something I'm doing. 190 00:09:11,535 --> 00:09:15,255 I'm not, I'm not messaging it right or I'm not putting it in the right location, 191 00:09:15,255 --> 00:09:16,935 or I'm not hitting it at the right time. 192 00:09:16,935 --> 00:09:17,475 Like I just. 193 00:09:17,780 --> 00:09:22,580 Kept racking my brain and I didn't really think a lot at the time about 194 00:09:22,580 --> 00:09:26,905 what happens when the phone call goes or what happens when they walk in the door. 195 00:09:27,285 --> 00:09:32,955 Um, I. When I understood that there is a whole internal side that needs 196 00:09:32,955 --> 00:09:37,365 to be called marketing, it just burst open my doors and I realized, okay, 197 00:09:37,365 --> 00:09:41,445 there's an actual relationship here between the outside marketing world 198 00:09:41,445 --> 00:09:45,135 and the inside marketing world, and, and both of those need to be handled 199 00:09:45,135 --> 00:09:46,785 with care and treated equally. 200 00:09:46,785 --> 00:09:49,185 That does include a lot of it. 201 00:09:49,185 --> 00:09:50,265 It is a lot of work. 202 00:09:50,265 --> 00:09:52,695 You have to have a team that's aligned, that understands you have 203 00:09:52,695 --> 00:09:57,075 to communicate really well, and the two have to be married together. 204 00:09:57,570 --> 00:10:01,080 Can you walk us through like your experience of discovering that 205 00:10:01,080 --> 00:10:03,030 yourself and what you have found? 206 00:10:04,050 --> 00:10:04,410 Sara Hansen: Yeah. 207 00:10:04,410 --> 00:10:09,060 I think oftentimes people feel like marketing is everything external, 208 00:10:09,120 --> 00:10:14,100 which, yes, that is a great way to market your practice, but it's also 209 00:10:14,100 --> 00:10:17,640 incredibly expensive to market external. 210 00:10:17,700 --> 00:10:19,860 And what we know is that. 211 00:10:20,685 --> 00:10:23,145 Most dentists want to create loyal patients. 212 00:10:23,145 --> 00:10:26,625 They want to have more patients just like the ones they really, really 213 00:10:26,625 --> 00:10:28,964 love and they don't wanna spend a lot. 214 00:10:29,175 --> 00:10:29,564 Right? 215 00:10:29,564 --> 00:10:30,525 Yeah, it's expensive. 216 00:10:30,525 --> 00:10:34,814 So it's interesting because as we started peeling back marketing and 217 00:10:34,814 --> 00:10:39,375 looking at things differently, um, PDA, we really came up with this great 218 00:10:39,375 --> 00:10:41,295 concept of marketing from the inside out. 219 00:10:41,745 --> 00:10:43,335 It truly makes sense. 220 00:10:43,425 --> 00:10:46,935 And what's great is not only does it make sense, but we're able to prove 221 00:10:46,935 --> 00:10:49,155 the results from how it's making sense. 222 00:10:49,515 --> 00:10:53,295 So when we look at external marketing, the purpose of external marketing 223 00:10:53,325 --> 00:10:55,515 is really to get the phone to ring. 224 00:10:55,814 --> 00:10:59,535 It's announcing to the community and to the area who you are, how 225 00:10:59,535 --> 00:11:02,355 you show up for patients, and then it gets your phone to ring. 226 00:11:02,970 --> 00:11:06,630 If your phone's ringing and that first contact with the practice 227 00:11:06,630 --> 00:11:08,189 is not a great experience. 228 00:11:08,490 --> 00:11:11,580 Now all those marketing dollars that you just invested to get 229 00:11:11,580 --> 00:11:14,220 that phone to ring is now gone. 230 00:11:14,520 --> 00:11:18,060 So really, marketing is the complete. 231 00:11:18,375 --> 00:11:20,715 Patient journey from the time they see you. 232 00:11:20,955 --> 00:11:25,005 There's something that captures them within your marketing message to the first 233 00:11:25,005 --> 00:11:26,835 phone call, the first time they come in. 234 00:11:26,835 --> 00:11:28,545 Do you listen to what their needs are? 235 00:11:28,545 --> 00:11:30,135 Are we offering solutions? 236 00:11:30,465 --> 00:11:33,165 You know, and ultimately, are they accepting treatment and 237 00:11:33,165 --> 00:11:35,985 then referring their friends and family to come to see you? 238 00:11:36,315 --> 00:11:38,055 That is the complete marketing journey. 239 00:11:38,535 --> 00:11:38,925 Um. 240 00:11:39,314 --> 00:11:43,064 So when it comes to internal, like we have a lot of doctors that just say 241 00:11:43,064 --> 00:11:44,655 like, I can't afford to do marketing. 242 00:11:44,745 --> 00:11:45,345 And guess what? 243 00:11:45,345 --> 00:11:46,574 A lot of doctors can't. 244 00:11:46,965 --> 00:11:50,775 But what we tell them is that great, you don't need a lot of money to market. 245 00:11:51,135 --> 00:11:55,215 We have internal marketing and we focus on the three Rs, which is 246 00:11:55,335 --> 00:11:57,525 referrals, reviews, and reengagement. 247 00:11:57,885 --> 00:12:02,595 And those do not cost a lot of money at all, but yet it can produce 248 00:12:02,775 --> 00:12:06,585 some of the biggest results that we've seen in marketing recently. 249 00:12:06,990 --> 00:12:08,430 Dr. Chad Johnson: Sarah, can I tell you something? 250 00:12:08,790 --> 00:12:09,510 I have? 251 00:12:09,510 --> 00:12:09,630 Yes. 252 00:12:10,770 --> 00:12:11,310 Oh, good. 253 00:12:11,700 --> 00:12:18,359 So, um, occasionally I'll work at a buddy's office up in Minot, North Dakota, 254 00:12:18,390 --> 00:12:22,860 Lindell Kemet for those of the Cric world and, and whatnot that know him. 255 00:12:23,370 --> 00:12:24,780 And, uh. 256 00:12:25,225 --> 00:12:31,075 I find it particularly fun when I go into his office to ask for referrals 257 00:12:31,555 --> 00:12:36,025 and because I like the pressure's off, like it's not my office and I'm not 258 00:12:36,025 --> 00:12:37,915 busy thinking about ownership stuff. 259 00:12:38,215 --> 00:12:43,245 And so I go in and one of my goals is like I. Every time I want to ask, at 260 00:12:43,245 --> 00:12:47,444 least like half of the patients, I go, Hey, you know this office, it looks 261 00:12:47,444 --> 00:12:49,094 like they've taken great care of you. 262 00:12:49,094 --> 00:12:52,665 The last, uh, you know, X years and, and stuff like that. 263 00:12:53,235 --> 00:12:55,545 You know what really means a lot to Lindell? 264 00:12:55,545 --> 00:12:58,709 I. Is when people are looking for the office. 265 00:12:58,709 --> 00:13:03,300 This might not have been you, but a lot of people go to reviews and they look at the, 266 00:13:03,479 --> 00:13:08,729 would you mind doing me a favor and doing lindela a favor that he'll never ask for, 267 00:13:08,939 --> 00:13:11,370 but would you write him a review today? 268 00:13:11,760 --> 00:13:15,569 And it's amazing because like when I'm there for a couple days, I know 269 00:13:15,569 --> 00:13:19,324 like, and I, I don't even do this in my office well enough, you know, I, 270 00:13:19,329 --> 00:13:24,000 I don't give the shameless plug, but I'm trying to model it for his team. 271 00:13:24,944 --> 00:13:26,204 It's been so much fun. 272 00:13:26,204 --> 00:13:30,255 It like, almost like this adventure that I'm trying to see, like, can I be so 273 00:13:30,255 --> 00:13:34,245 bold as to ask this grumpy patient that, you know, has been coming to them for 274 00:13:34,245 --> 00:13:35,985 nine years, but they must be afraid of. 275 00:13:35,985 --> 00:13:38,865 And I go and I just butter 'em up and I'm just like, I would 276 00:13:38,865 --> 00:13:41,865 love if you wrote us a review. 277 00:13:42,194 --> 00:13:43,094 And it's amazing. 278 00:13:43,094 --> 00:13:46,214 The next day they'll be, you know, because, uh, they, at, at 279 00:13:46,214 --> 00:13:48,584 their morning huddle, they'll say, did we get any reviews? 280 00:13:48,584 --> 00:13:50,324 And they'll be like, yeah, we got two yesterday. 281 00:13:50,324 --> 00:13:51,615 And I'm like, yes. 282 00:13:52,005 --> 00:13:53,295 You know, so. 283 00:13:53,705 --> 00:13:55,715 And I'm not, it's not a personal thing. 284 00:13:55,715 --> 00:13:57,755 It's not like, Hey, will you write me a review? 285 00:13:57,815 --> 00:13:58,655 Which would be fine. 286 00:13:58,895 --> 00:14:03,245 I, but I'm asking, you know, for, for the team's sake, I'm like, man, 287 00:14:03,455 --> 00:14:07,715 they've done a great job at taking care of you for the last 18 months. 288 00:14:07,715 --> 00:14:09,125 You know, like, look how far you've come. 289 00:14:09,765 --> 00:14:12,885 I know that it, it's probably hard for them to ask, but would you 290 00:14:12,885 --> 00:14:17,175 please consider, you know, today writing them a re review as a way 291 00:14:17,175 --> 00:14:19,140 of saying thanks and it's mm-hmm. 292 00:14:19,245 --> 00:14:24,315 It's just, uh, so challenge to the team, you know, to model that and then 293 00:14:24,315 --> 00:14:27,945 to do it, because it's amazing how many people I can get to actually do that. 294 00:14:28,785 --> 00:14:31,935 Regan Robertson: Why do you, why do you think that it was easier 295 00:14:31,935 --> 00:14:34,785 for you to do it there than it would be in your own practice? 296 00:14:34,785 --> 00:14:38,475 Dr. Chad Johnson: There's, there's no, there's no shame in, like, if someone 297 00:14:38,475 --> 00:14:39,915 says, well, that's a stupid idea. 298 00:14:39,915 --> 00:14:40,454 I hate that. 299 00:14:40,755 --> 00:14:42,824 I'm not, I'm not, there's no fear of rejection. 300 00:14:43,214 --> 00:14:44,625 Like if the pa Oh, 301 00:14:44,625 --> 00:14:46,395 Regan Robertson: okay, it lowers that there. 302 00:14:46,395 --> 00:14:46,694 See 303 00:14:46,694 --> 00:14:49,094 Dr. Chad Johnson: if the patient doesn't do it, the who, what do I care? 304 00:14:49,094 --> 00:14:50,505 I mean, like, I tried, right? 305 00:14:50,745 --> 00:14:55,035 But in my office it's like, ugh, I don't want to, you know, be. 306 00:14:55,580 --> 00:15:00,320 You know, ask, but here I'm just the guest there and so it's just like, why not? 307 00:15:00,320 --> 00:15:01,130 Like, you know, 308 00:15:01,430 --> 00:15:04,730 Regan Robertson: I'm setting, I was setting that up because, um, I mean, 309 00:15:04,730 --> 00:15:06,650 I didn't know how you were gonna answer, but I was assuming that 310 00:15:06,650 --> 00:15:09,560 you were going to answer that way because we all fall into this trap. 311 00:15:09,710 --> 00:15:13,160 Isn't it easier to point the finger and say, I need more external marketing. 312 00:15:13,190 --> 00:15:17,060 That's that job, because I don't really want to like step 313 00:15:17,060 --> 00:15:18,590 into my uncomfortable zone. 314 00:15:18,650 --> 00:15:18,860 Yes. 315 00:15:19,000 --> 00:15:20,740 And, and ask for a referral. 316 00:15:20,740 --> 00:15:23,560 One of the things that I've heard that's really exci, like an exciting 317 00:15:23,560 --> 00:15:25,330 way to kind of make it less cringey. 318 00:15:25,810 --> 00:15:28,840 Um, I think it was the, my medical practice maybe that did it. 319 00:15:29,230 --> 00:15:30,700 Uh, it was Did you hear? 320 00:15:30,730 --> 00:15:33,220 Did you, oh my gosh, did you hear We're taking patients again? 321 00:15:33,280 --> 00:15:35,200 And that was really, I was like, what? 322 00:15:35,590 --> 00:15:39,130 And it just spurred my referral of like, oh my gosh, they're open now. 323 00:15:39,340 --> 00:15:40,930 They probably were taking patients the whole time. 324 00:15:40,930 --> 00:15:42,400 Dr. Chad Johnson: That's interesting though. 325 00:15:42,400 --> 00:15:43,210 That is a great. 326 00:15:45,100 --> 00:15:45,160 I 327 00:15:45,970 --> 00:15:47,170 Sara Hansen: I have a stat for you. 328 00:15:47,170 --> 00:15:48,190 I have a stat for you. 329 00:15:48,190 --> 00:15:50,620 So 94. 330 00:15:50,620 --> 00:15:57,130 So, so in 2024, um, 94% of dental practices were accepting new 331 00:15:57,130 --> 00:16:02,080 patients, and yet 28% of those were saying that they're not busy enough. 332 00:16:02,850 --> 00:16:08,310 And so the reality is, is that your patients don't know. 333 00:16:08,310 --> 00:16:12,480 So I wanna use Maggie as an example because we've worked together in the past. 334 00:16:12,480 --> 00:16:17,610 So anyone who knows Maggie knows why she practices dentistry 335 00:16:17,610 --> 00:16:19,230 is incredibly powerful. 336 00:16:19,230 --> 00:16:23,040 And Maggie, I think you and I had some tears over, like how you show up 337 00:16:23,040 --> 00:16:25,500 for patients and you're incredible. 338 00:16:25,500 --> 00:16:30,240 And so what I share with teams and Chad, it goes back to like feeling cringey. 339 00:16:31,110 --> 00:16:35,790 If we show up for patients because of X, Y, and Z. So Maggie, will 340 00:16:35,790 --> 00:16:38,010 you re re remind everybody? 341 00:16:38,130 --> 00:16:39,960 Kind of why you show up for patients 342 00:16:39,960 --> 00:16:40,530 Dr. Maggie Augustine: every day? 343 00:16:40,620 --> 00:16:45,090 So, so my whole thing is to make sure that the patient is seen 344 00:16:45,360 --> 00:16:50,040 because they have gone their entire life without being seen and heard. 345 00:16:50,430 --> 00:16:50,820 Right? 346 00:16:50,835 --> 00:16:56,670 And so the it, um, I, I just want them to understand that there's someone out there 347 00:16:56,670 --> 00:17:00,000 that is willing to listen to them, which. 348 00:17:00,630 --> 00:17:01,500 Is uncommon. 349 00:17:02,070 --> 00:17:06,420 And, and I have come across a lot of doctors and, well dentists that 350 00:17:06,420 --> 00:17:08,970 said, why would I waste my time listening to a patient where I could 351 00:17:08,970 --> 00:17:11,160 be making money holding at handpiece? 352 00:17:11,460 --> 00:17:16,319 And I find that disturbing and gross and, and disgusting. 353 00:17:16,319 --> 00:17:17,610 'cause I don't practice that way. 354 00:17:18,510 --> 00:17:19,380 Sara Hansen: Yeah, yeah. 355 00:17:19,380 --> 00:17:23,640 So in, you know, so coming from where Dr. Maggie's coming from, which is I 356 00:17:23,640 --> 00:17:25,560 want patients to feel seen and heard. 357 00:17:26,385 --> 00:17:29,175 How we train teams then to be asking for referrals. 358 00:17:29,205 --> 00:17:30,855 It's taking that very mission. 359 00:17:31,245 --> 00:17:34,185 Asking for referrals is not about sales. 360 00:17:34,335 --> 00:17:39,975 Asking for referrals is about, if her mission to her practice is to let patients 361 00:17:39,975 --> 00:17:44,450 know, Hey, I. Do you wanna be heard and seen and experience something new? 362 00:17:44,450 --> 00:17:48,470 Then don't they have an obligation to just let other people know about that? 363 00:17:48,920 --> 00:17:53,360 You know, like truly, if I was a patient and I had had some bad 364 00:17:53,360 --> 00:17:57,560 dental experiences and then knew one of my friends said, Hey, I. 365 00:17:57,645 --> 00:17:59,625 Go to this practice, they listen. 366 00:17:59,655 --> 00:18:01,695 They truly care about what matters to you. 367 00:18:01,695 --> 00:18:04,034 Like that would be life changing for people. 368 00:18:04,305 --> 00:18:07,665 So asking for referrals is really not about the sales thing. 369 00:18:07,665 --> 00:18:12,465 It shouldn't feel salesy or any of, and if it does, then we don't have the right 370 00:18:12,465 --> 00:18:14,625 frame of mind to be asking for referrals. 371 00:18:15,045 --> 00:18:19,185 If we go into asking for referrals of, we want to grow our practice with 372 00:18:19,185 --> 00:18:21,405 more patients that we want to serve. 373 00:18:21,840 --> 00:18:27,060 And don't we have an obligation as healthcare providers that transform 374 00:18:27,060 --> 00:18:30,390 lives every single day to let more patients know how we show up for them. 375 00:18:30,824 --> 00:18:33,225 That really is the basis of a referral program. 376 00:18:33,794 --> 00:18:37,155 Dr. Maggie Augustine: But so, so here, so here's the challenge because you, 377 00:18:37,215 --> 00:18:41,595 uh, well, Reagan has been in our office and has done incredible training with 378 00:18:41,595 --> 00:18:45,915 my team, and then we've been in coaching with you, and then we've been in coaching 379 00:18:45,915 --> 00:18:51,495 with, with Christie, with PDA and have continued the coaching here is. 380 00:18:52,620 --> 00:18:55,710 And my team knows that they, they see the way that we interact with 381 00:18:55,710 --> 00:19:00,510 patients and they, and they carry that kind of mentality with our patients. 382 00:19:00,510 --> 00:19:05,610 We are tremendously compassionate, even, even on the insurance issues. 383 00:19:05,610 --> 00:19:09,750 My, my team is compassionate, however, and, and this is, 384 00:19:09,810 --> 00:19:11,399 this is where the breakdown is. 385 00:19:13,514 --> 00:19:19,275 I cannot get my team to ask for reviews and referrals, and 386 00:19:19,395 --> 00:19:21,795 it's like hitting a brick wall. 387 00:19:21,825 --> 00:19:27,105 And it doesn't matter what I explain to them, what you explain to them, 388 00:19:27,105 --> 00:19:28,815 what Reagan explains to them. 389 00:19:29,085 --> 00:19:31,065 There is something within them. 390 00:19:31,395 --> 00:19:34,245 And I wonder if it's kind of like what Chad is going, what, what 391 00:19:34,245 --> 00:19:37,455 Chad just described, where like he goes into this other practice 392 00:19:37,455 --> 00:19:39,254 and he's like, Hey, leave us a re. 393 00:19:39,560 --> 00:19:43,699 A review or a referral because it feels different and safe over 394 00:19:43,699 --> 00:19:50,090 there, but within their own practice they just, they just won't do it. 395 00:19:50,570 --> 00:19:56,510 They just feel like now, and one of the ways that I explain this and 396 00:19:56,510 --> 00:20:01,790 describe this is some of the people that work in my practice, they, you 397 00:20:01,790 --> 00:20:03,110 have to consider their background. 398 00:20:03,915 --> 00:20:04,004 Mm-hmm. 399 00:20:04,395 --> 00:20:09,405 Some of them are single moms that have come out of abusive relationships 400 00:20:09,885 --> 00:20:16,875 and they have never been given the permission to speak or to ask Right. 401 00:20:16,935 --> 00:20:19,365 Or to, to even want. 402 00:20:19,845 --> 00:20:24,075 And so you put someone like that in a position of. 403 00:20:24,840 --> 00:20:32,370 Having a conversation with a patient where they request something or they, um, or 404 00:20:32,370 --> 00:20:38,550 they lift up or they compliment something and just from their own core values or the 405 00:20:38,550 --> 00:20:46,439 way that they view themselves or us, um, or the practice, they can't get past it. 406 00:20:47,160 --> 00:20:50,520 Now I agree on everything that you're saying because part of the way that 407 00:20:50,520 --> 00:20:53,970 I think people are setting their money on fire is by doing external 408 00:20:53,970 --> 00:20:57,660 marketing and not reinforcing that with internal marketing. 409 00:20:57,660 --> 00:20:57,870 Right? 410 00:20:57,870 --> 00:21:01,620 So you're setting money on fire by continuing to do external marketing and 411 00:21:01,620 --> 00:21:03,480 not focusing on the internal marketing. 412 00:21:03,780 --> 00:21:09,720 But the problem for my practice has been, I mean the like. 413 00:21:10,110 --> 00:21:14,550 I almost have to hold their jobs over their heads and say, this is a condition 414 00:21:14,550 --> 00:21:17,760 of your employment to ask for reviews. 415 00:21:17,760 --> 00:21:23,639 And even then, I, I just can't get people to do it no matter how 416 00:21:23,639 --> 00:21:27,389 I try to present the information that, that they need to do that. 417 00:21:27,389 --> 00:21:28,889 And so we, we just hit a wall. 418 00:21:29,370 --> 00:21:29,490 Mm-hmm. 419 00:21:29,820 --> 00:21:32,760 Um, and I, and I wonder if there's other practices. 420 00:21:33,705 --> 00:21:34,605 Struggle with this. 421 00:21:34,670 --> 00:21:35,085 I, I know. 422 00:21:35,175 --> 00:21:35,925 So, so, yeah. 423 00:21:36,045 --> 00:21:39,465 The other thing is that my people are like, almost all of us are introverts. 424 00:21:39,975 --> 00:21:43,515 Like if you have, like, I wonder how much that is also it, right? 425 00:21:43,515 --> 00:21:47,775 Like there's extroverts and they might have any issue with that. 426 00:21:48,495 --> 00:21:48,825 Yeah. 427 00:21:49,245 --> 00:21:49,515 No. 428 00:21:49,515 --> 00:21:50,955 Sara Hansen: Maggie, you are not alone. 429 00:21:50,985 --> 00:21:56,115 I, we, I hear about this daily from doctors and practices 430 00:21:56,115 --> 00:21:58,365 of how do we do this? 431 00:21:58,365 --> 00:21:59,685 We know we need to. 432 00:22:00,000 --> 00:22:01,830 But how do we, so you're not alone. 433 00:22:01,890 --> 00:22:03,810 Many, many practices feel this way. 434 00:22:04,080 --> 00:22:08,010 The great news about these type of programs is it's not a one size fits all. 435 00:22:08,100 --> 00:22:11,850 These are very custom to every single practice because the flow, 436 00:22:11,850 --> 00:22:15,150 the dynamic of the practice, the team, how they structure. 437 00:22:15,435 --> 00:22:16,455 Is completely different. 438 00:22:16,455 --> 00:22:20,264 So what I recommend is what's going to work. 439 00:22:20,355 --> 00:22:22,395 So first you have to look at the obstacles, what's not 440 00:22:22,395 --> 00:22:24,345 working, so in your practice. 441 00:22:24,345 --> 00:22:28,095 And they're, you know, they're not comfortable having the conversations 442 00:22:28,095 --> 00:22:30,284 for certain reasons and that's okay. 443 00:22:30,524 --> 00:22:32,085 But how do we then. 444 00:22:32,320 --> 00:22:36,010 Overcome that obstacle is that maybe if you are more comfortable having 445 00:22:36,010 --> 00:22:37,720 those conversations, you do it. 446 00:22:37,720 --> 00:22:40,990 Is there a team member that is more extroverted that's happy 447 00:22:40,990 --> 00:22:42,190 to have those conversations? 448 00:22:42,490 --> 00:22:44,530 How do we switch up the flow within the practice? 449 00:22:44,530 --> 00:22:47,140 Do we have collateral around the practice that says. 450 00:22:47,460 --> 00:22:50,670 Hey, ask us about our thank you program, right? 451 00:22:50,820 --> 00:22:55,260 So now they don't have to ask, but we're drawing attention and the patient's 452 00:22:55,260 --> 00:22:56,760 like, Hey, what's your thank you program? 453 00:22:56,910 --> 00:22:57,390 You know? 454 00:22:57,660 --> 00:23:00,810 Um, so again, there are so many different options to be able to 455 00:23:00,810 --> 00:23:04,890 accomplish what we're trying to accomplish within the practice. 456 00:23:04,890 --> 00:23:08,700 Parameters, there are obstacles and what actually works for them. 457 00:23:08,700 --> 00:23:09,785 So that's why customized. 458 00:23:10,045 --> 00:23:10,825 Programs. 459 00:23:10,885 --> 00:23:14,335 And I can tell you every office is not the same. 460 00:23:14,335 --> 00:23:17,695 Every office we works with, work with, they all have different 461 00:23:17,755 --> 00:23:21,325 systems and techniques, but they're still achieving the same goal. 462 00:23:21,565 --> 00:23:23,185 Regan Robertson: I have a question, Sarah. 463 00:23:23,275 --> 00:23:23,725 Uh, yeah. 464 00:23:23,995 --> 00:23:25,075 Uh, and Maggie too. 465 00:23:25,075 --> 00:23:29,245 Maggie, do you have any automated messages that go out that 466 00:23:29,245 --> 00:23:30,805 say thank you for your visit? 467 00:23:30,835 --> 00:23:32,065 We'd love to hear from you. 468 00:23:32,125 --> 00:23:35,275 So do you do that for feedback and ref and reviews? 469 00:23:35,845 --> 00:23:36,685 Does that work? 470 00:23:37,675 --> 00:23:37,915 Dr. Maggie Augustine: No. 471 00:23:38,865 --> 00:23:41,685 No, I, I, and I know there's companies that say, you know, 472 00:23:41,685 --> 00:23:44,715 we'll get you automated reviews that are sent out to patients. 473 00:23:44,715 --> 00:23:49,185 Look, think about, um, think about going to a hotel and think about 474 00:23:49,185 --> 00:23:51,225 getting an email afterwards from Hilton. 475 00:23:51,405 --> 00:23:51,495 Yes. 476 00:23:51,495 --> 00:23:54,705 How often, how, how likely are you to, to click on that? 477 00:23:54,975 --> 00:23:55,304 Regan Robertson: Okay. 478 00:23:55,425 --> 00:23:55,695 Okay. 479 00:23:55,725 --> 00:23:57,794 I've got, I've got my 2 cents to add here. 480 00:23:57,824 --> 00:24:01,995 Just to bounce off of Sarah's, um, response of, it's unique to the practice. 481 00:24:02,054 --> 00:24:05,205 I've figured this out because I have, I've received lots of different. 482 00:24:05,705 --> 00:24:08,495 Automated responses for feedback and reviews. 483 00:24:08,794 --> 00:24:13,294 Um, the medical practice that I go to, that I love, I don't think they personally 484 00:24:13,294 --> 00:24:17,014 have told me that they, other than, other than the, Hey, we're taking new patients. 485 00:24:17,254 --> 00:24:19,504 They haven't said like, we'd love it if you leave us a review. 486 00:24:19,834 --> 00:24:21,665 I don't think I've ever heard that from a human. 487 00:24:21,965 --> 00:24:24,905 But what they do is they have it set. 488 00:24:25,014 --> 00:24:28,885 Up so that it texts me quickly, like, like mm-hmm. 489 00:24:29,155 --> 00:24:30,415 Immediately following that. 490 00:24:30,415 --> 00:24:33,175 If yours does and they still don't respond, then I, I guess 491 00:24:33,175 --> 00:24:34,345 I'm not, I'm not helpful there. 492 00:24:34,524 --> 00:24:34,585 Dr. Maggie Augustine: Yeah. 493 00:24:34,615 --> 00:24:36,625 So what we'll do is, but timing is important. 494 00:24:36,625 --> 00:24:36,835 Yeah. 495 00:24:36,835 --> 00:24:39,235 So what we'll do is like, when they're checking out, we will 496 00:24:39,235 --> 00:24:41,395 say something like, you know, um. 497 00:24:41,969 --> 00:24:47,550 Some, some of, uh, we ask certain patients for, for their opinion about, 498 00:24:48,179 --> 00:24:52,860 um, about their experience here, and I think as soon as checkout is done. 499 00:24:53,100 --> 00:24:53,370 Regan Robertson: Mm-hmm. 500 00:24:53,850 --> 00:24:55,740 Dr. Maggie Augustine: So it's very, very quickly it'll 501 00:24:55,740 --> 00:24:56,459 Regan Robertson: go on their phone. 502 00:24:56,729 --> 00:24:57,870 Dr. Maggie Augustine: It'll go on their phone. 503 00:24:57,870 --> 00:24:58,229 Yeah. 504 00:24:58,469 --> 00:25:01,199 That, that they'll get the, and that's through di 505 00:25:01,590 --> 00:25:05,399 Regan Robertson: This is like today, this is diagnosis right here For sure. 506 00:25:05,669 --> 00:25:07,615 Dr. Chad Johnson: Well, I mean, an interesting. 507 00:25:08,820 --> 00:25:15,060 Situation with my, with my two practices, one practice, I can get, um, uh, 508 00:25:15,060 --> 00:25:17,640 reviews and the other practice is. 509 00:25:18,390 --> 00:25:19,590 Worse than pulling teeth. 510 00:25:19,590 --> 00:25:21,030 I won't say it's lip pong teeth. 511 00:25:21,485 --> 00:25:22,805 Regan Robertson: I pulling teeth. 512 00:25:23,220 --> 00:25:23,700 Dr. Chad Johnson: I do. 513 00:25:23,700 --> 00:25:25,620 I just thought it would be funny to say that 514 00:25:26,190 --> 00:25:27,990 Regan Robertson: I like watching Chad pull teeth. 515 00:25:28,530 --> 00:25:28,890 Dr. Chad Johnson: Yeah. 516 00:25:28,950 --> 00:25:33,120 I But the, the two practices, like, you'll look at the one and you'll be like, 517 00:25:33,180 --> 00:25:35,070 okay, well maybe it's a different team. 518 00:25:35,070 --> 00:25:35,880 Nope, same team. 519 00:25:36,270 --> 00:25:37,650 Well, maybe it's different times. 520 00:25:37,650 --> 00:25:37,920 Nope. 521 00:25:37,920 --> 00:25:38,610 Same time. 522 00:25:38,940 --> 00:25:42,030 Well, maybe, you know, it's just like there's, there's really. 523 00:25:42,245 --> 00:25:45,875 It's just, I think we have a different demographic there and 524 00:25:45,875 --> 00:25:47,195 they're just like, screw you. 525 00:25:47,255 --> 00:25:47,825 I don't care. 526 00:25:47,885 --> 00:25:48,965 I'm not writing a review. 527 00:25:49,265 --> 00:25:50,945 And now if you said, but do you love us? 528 00:25:50,945 --> 00:25:51,485 Yeah, sure. 529 00:25:51,485 --> 00:25:51,965 You're great. 530 00:25:52,265 --> 00:25:54,125 Well, but I mean like, do you wanna help us out? 531 00:25:54,125 --> 00:25:54,575 Yeah, sure. 532 00:25:54,605 --> 00:25:57,185 I'll tell anyone that you know, like that I run across, Hey, 533 00:25:57,185 --> 00:25:58,115 can you write us a review? 534 00:25:58,175 --> 00:25:58,355 Yeah. 535 00:25:58,355 --> 00:25:58,955 I'm not gonna do that. 536 00:25:59,135 --> 00:26:00,635 It's so weird. 537 00:26:01,034 --> 00:26:01,274 Dr. Maggie Augustine: Yeah. 538 00:26:01,274 --> 00:26:04,845 And so our conversation with patients and I'll, and, and it's a great 539 00:26:04,845 --> 00:26:06,855 relationships that I've es established. 540 00:26:07,125 --> 00:26:09,495 We've done this compassionate thing, patient hasn't been 541 00:26:09,495 --> 00:26:10,845 heard with other doctors. 542 00:26:11,175 --> 00:26:13,784 They're come here, I will spend an hour and a half with them. 543 00:26:13,784 --> 00:26:17,175 I'll give them my business card with a QR code on the back. 544 00:26:17,534 --> 00:26:19,335 That takes you straight to the review. 545 00:26:19,365 --> 00:26:19,605 Yes, 546 00:26:19,605 --> 00:26:19,905 Dr. Chad Johnson: you do. 547 00:26:19,905 --> 00:26:19,965 Um, 548 00:26:20,835 --> 00:26:21,195 Dr. Maggie Augustine: and. 549 00:26:21,500 --> 00:26:24,980 And, and I'm, you know, it's like, I, I hope that you have felt 550 00:26:24,980 --> 00:26:27,050 supported in this appointment. 551 00:26:27,500 --> 00:26:32,629 Um, and I'll say something like, you know, there's a lot of competition in this area. 552 00:26:32,840 --> 00:26:37,159 We would really appreciate if, if I, I know this is difficult 553 00:26:37,159 --> 00:26:38,540 and I know we're all busy. 554 00:26:38,899 --> 00:26:43,460 Uh, we would be very grateful if you just took a moment and even if it's five stars, 555 00:26:43,460 --> 00:26:47,240 if you left us a review and I'll hand 'em the card and I'll show them the QR code 556 00:26:47,780 --> 00:26:50,120 and they still will not leave a review. 557 00:26:52,020 --> 00:26:54,180 Sara Hansen: Okay, so, oh, yeah. 558 00:26:55,800 --> 00:26:56,250 Regan Robertson: Yeah. 559 00:26:56,310 --> 00:26:57,360 So much to unpack. 560 00:26:57,360 --> 00:26:58,350 Wait, can I wait? 561 00:26:58,470 --> 00:26:59,475 Pause, pause, pause. 562 00:26:59,580 --> 00:27:01,710 Maggie, I love that you're on. 563 00:27:01,710 --> 00:27:04,980 You are always radically open and radically honest, and I just 564 00:27:04,980 --> 00:27:06,180 wanna call that out right now. 565 00:27:06,935 --> 00:27:07,625 I love it. 566 00:27:07,835 --> 00:27:08,105 Yeah. 567 00:27:08,105 --> 00:27:11,314 People aren't gonna learn if, if everybody just tries to pretend that 568 00:27:11,314 --> 00:27:13,745 everything's perfect or that, you know, you just do this one thing and 569 00:27:13,745 --> 00:27:15,125 it's gonna be cookie cutter for you. 570 00:27:15,125 --> 00:27:16,745 So kudos to you, Maggie. 571 00:27:16,745 --> 00:27:19,504 You just gave Sarah and I think it's a hard one too. 572 00:27:19,504 --> 00:27:20,945 So you just gave her Yeah. 573 00:27:20,945 --> 00:27:22,475 Something honest to really digest. 574 00:27:22,504 --> 00:27:22,774 Okay. 575 00:27:22,774 --> 00:27:23,524 Go ahead Sarah. 576 00:27:23,524 --> 00:27:24,125 Take it away. 577 00:27:24,230 --> 00:27:24,450 But, 578 00:27:24,845 --> 00:27:27,695 Sara Hansen: but what I love is what Maggie is saying is 579 00:27:27,695 --> 00:27:29,254 what I hear all the time. 580 00:27:29,254 --> 00:27:29,855 So. 581 00:27:30,075 --> 00:27:32,955 As listeners are listening, like, yeah, yeah, me too. 582 00:27:32,955 --> 00:27:33,345 Right? 583 00:27:33,345 --> 00:27:34,845 So I love this. 584 00:27:35,145 --> 00:27:38,205 So first I wanna back us up just a little bit. 585 00:27:38,264 --> 00:27:46,725 When it comes to reviews, the purpose of reviews are, we are looking as consumers. 586 00:27:47,415 --> 00:27:50,504 For authentic, truthful experiences. 587 00:27:50,594 --> 00:27:56,145 Anytime we order anything on Amazon or other websites, the first thing we do is 588 00:27:56,145 --> 00:28:01,245 we read the reviews because we believe and trust the feedback that's coming from 589 00:28:01,245 --> 00:28:02,925 those people who've experienced that. 590 00:28:03,195 --> 00:28:07,695 You know, if the outfit runs too small, if it broke after two days, right? 591 00:28:07,695 --> 00:28:10,875 We believe those and that ultimately changes our buying. 592 00:28:11,235 --> 00:28:11,594 Um. 593 00:28:12,675 --> 00:28:14,145 Purposes and what we do, right? 594 00:28:14,145 --> 00:28:18,075 We may move on if there's not great feedback from the people who have 595 00:28:18,075 --> 00:28:19,665 authentically used the product. 596 00:28:20,085 --> 00:28:24,135 So the purpose of reviews is really about authenticity and 597 00:28:24,254 --> 00:28:25,785 them leaving the experiences. 598 00:28:26,235 --> 00:28:31,575 So when we talk about reviews, I remind teams is first, have we 599 00:28:31,635 --> 00:28:34,845 earned the right to ask for a review? 600 00:28:35,235 --> 00:28:40,605 Has that patient experience been something that we can confidently say, we would 601 00:28:40,605 --> 00:28:42,195 love to hear about your experience? 602 00:28:42,435 --> 00:28:46,875 Um, we've all had the experience where, you know, either I know for me I bought 603 00:28:46,875 --> 00:28:50,865 a car or I've had a service come to my home and you know, they instantly say, 604 00:28:50,865 --> 00:28:52,365 Hey, can you live me a five star review? 605 00:28:53,145 --> 00:28:56,505 And because I do what I do every day, I kind of clap back and I'm like, well, 606 00:28:56,505 --> 00:28:58,185 did you earn your five star review? 607 00:28:58,185 --> 00:29:00,075 And I think they look at me dumbfounded. 608 00:29:00,135 --> 00:29:03,435 But that's the truth is I'm not gonna leave a five star review 609 00:29:03,435 --> 00:29:04,875 to just leave a five star review. 610 00:29:04,875 --> 00:29:05,775 What did you do? 611 00:29:05,985 --> 00:29:06,105 Right? 612 00:29:06,105 --> 00:29:12,075 You know, like now, if I truly had an amazing experience, which I have, and 613 00:29:12,075 --> 00:29:15,735 they haven't even asked me for the review because of what I do, I go in and leave 614 00:29:15,735 --> 00:29:20,745 an amazing review because I truly felt the great experience they earned the right. 615 00:29:21,030 --> 00:29:25,710 So when it comes back to asking for reviews, we, one, we need to 616 00:29:25,710 --> 00:29:27,330 know how our patients found us. 617 00:29:27,330 --> 00:29:31,050 So what I recommend is during the conversation with the patient, 618 00:29:31,050 --> 00:29:35,700 whether that's admin, team assistance, doctors, hygiene team, I always 619 00:29:35,700 --> 00:29:39,060 say ask the question, Hey, did you ever check out any of our reviews? 620 00:29:39,300 --> 00:29:41,940 Did when you found us, did you happen to look at our reviews? 621 00:29:42,360 --> 00:29:47,700 You're setting the stage because now what we're doing is if they said, yeah, I did. 622 00:29:48,990 --> 00:29:54,090 Something in those reviews now made them call you and take action so that the 623 00:29:54,090 --> 00:29:56,910 conversation becomes really easy of. 624 00:29:57,300 --> 00:30:00,390 When you ask them, say, Hey, I know you found us through our reviews. 625 00:30:00,420 --> 00:30:04,680 Would you mind sharing the goodness and you know, talking about your experience so 626 00:30:04,710 --> 00:30:06,810 others like you can now find us as well. 627 00:30:07,050 --> 00:30:07,320 Right? 628 00:30:07,320 --> 00:30:09,720 Because ultimately that's the point of a review. 629 00:30:09,720 --> 00:30:12,150 It's not about let's get 1,005 star reviews. 630 00:30:12,150 --> 00:30:15,930 I mean, yes, that helps with SEO and online presence, but the 631 00:30:15,930 --> 00:30:19,800 purpose of the review and why it's important to us is because we want 632 00:30:19,800 --> 00:30:21,150 to hear the authentic stories. 633 00:30:21,450 --> 00:30:24,780 Now, when a patient is kind of like, my guess. 634 00:30:25,025 --> 00:30:29,735 Is that there's probably something within those patient journeys, you 635 00:30:29,735 --> 00:30:33,365 know, that they're like, yeah, I didn't like the way that I walked 636 00:30:33,365 --> 00:30:34,565 in and no one acknowledged me. 637 00:30:34,565 --> 00:30:34,805 Right. 638 00:30:34,805 --> 00:30:38,285 It may be a little thing, but so I would guess there's something to be said, 639 00:30:38,285 --> 00:30:40,295 but again, when we can frame it as. 640 00:30:40,950 --> 00:30:42,540 I know that you checked out our reviews. 641 00:30:42,540 --> 00:30:44,939 What we'd love to do is continue to carry this forward. 642 00:30:44,939 --> 00:30:46,350 We know how important that was to you. 643 00:30:46,560 --> 00:30:50,639 We'd love for you to share your experience with other patients that now frames it in 644 00:30:50,639 --> 00:30:52,439 the authentic way that it really should. 645 00:30:52,500 --> 00:30:57,990 And I have seen that that has like exponentially increased reviews for 646 00:30:57,990 --> 00:31:01,230 practices by reframing how we put them. 647 00:31:01,965 --> 00:31:05,355 Dr. Chad Johnson: Sarah, so what I heard is gonna be different than exactly 648 00:31:05,355 --> 00:31:08,565 what you were saying, like what you said stand on, uh, stands on its own. 649 00:31:08,565 --> 00:31:12,615 But the tangent in my mind was I just go as a practice owner. 650 00:31:12,615 --> 00:31:19,745 Sometimes I go the expectations of the customer patient is I. So high that 651 00:31:19,745 --> 00:31:22,055 it's just like, do you understand that? 652 00:31:22,055 --> 00:31:23,915 I used compound topical. 653 00:31:24,425 --> 00:31:27,245 I used, I used buffered anesthetic. 654 00:31:27,575 --> 00:31:33,335 I got you a crown in one day with the translucency that matches your adjacent 655 00:31:33,335 --> 00:31:36,305 teeth and I polished this with you. 656 00:31:36,305 --> 00:31:36,710 Give it to them, Chad. 657 00:31:37,060 --> 00:31:38,430 Well, no, I'm not saying this. 658 00:31:38,979 --> 00:31:41,530 But I'm thinking in my mind it's just like, and then it's like, 659 00:31:41,530 --> 00:31:43,929 yeah, it kind of, it I feel swollen. 660 00:31:44,439 --> 00:31:45,159 It's, yeah. 661 00:31:45,159 --> 00:31:46,330 Four, four stars. 662 00:31:46,330 --> 00:31:52,239 I feel sw we actually make, um, Dean and I, my, my in-house marketing guy, um, we 663 00:31:52,239 --> 00:31:54,340 make fun of this one review that we got. 664 00:31:54,340 --> 00:31:56,020 We ma we're making fun of ourselves. 665 00:31:56,350 --> 00:32:00,459 It's this one attorney that, uh, that comes in and he just put four stars. 666 00:32:00,885 --> 00:32:03,495 And I, I told Dean, I like no comment. 667 00:32:03,495 --> 00:32:04,485 It was four stars. 668 00:32:05,025 --> 00:32:07,245 And I, I told him, I was like, oh. 669 00:32:07,575 --> 00:32:12,075 So that one Saturday night when I came in, uh, postoperatively to use a 670 00:32:12,075 --> 00:32:17,295 laser on, on where you wouldn't stop bleeding and stuff like that, um, 671 00:32:17,415 --> 00:32:20,235 that, that was Fourstar uh, effort. 672 00:32:20,505 --> 00:32:24,285 You know, like when, when I, when I did all the thi and like there's other 673 00:32:24,285 --> 00:32:27,555 stuff and I'm just like, there's, there are things that I've done. 674 00:32:28,545 --> 00:32:30,855 That, like that we make fun of ourselves. 675 00:32:30,855 --> 00:32:33,855 It's just like, like, we'll, we'll have something, knock our socks off 676 00:32:33,855 --> 00:32:35,505 and it might be at Jersey Mike's. 677 00:32:35,535 --> 00:32:39,795 Okay, we're, we'll go to lunch at Jersey Mike's and we'll, and they'll, they'll 678 00:32:39,795 --> 00:32:44,235 have the sandwich, extra hot, extra meat, you know, the Pepsi taste extra good. 679 00:32:44,235 --> 00:32:46,095 And, and I'll leave with Dean and I'll go. 680 00:32:46,330 --> 00:32:47,620 Four stars, no comment. 681 00:32:48,040 --> 00:32:52,060 And because it's just like the expectations are, are beyond 682 00:32:52,060 --> 00:32:53,980 what the, the was given. 683 00:32:53,980 --> 00:32:57,129 Even though to me, I'm just like, yeah, we actually did earn our five stars. 684 00:32:57,310 --> 00:33:00,070 But I think in your mind you go, I still feel numb. 685 00:33:00,070 --> 00:33:03,490 It's like, yes, 'cause I gave you extra numbing so you'd be comfortable. 686 00:33:03,669 --> 00:33:07,060 Now here's my point, because it's a, it sounds like a gripe session, 687 00:33:07,840 --> 00:33:09,429 but then, but then I wonder. 688 00:33:09,935 --> 00:33:10,235 Yeah. 689 00:33:10,264 --> 00:33:10,594 Yes. 690 00:33:10,594 --> 00:33:11,975 See, and I'm enjoying it. 691 00:33:12,665 --> 00:33:16,564 Yes, because, uh, well, I think, I think listeners will identify, it's 692 00:33:16,564 --> 00:33:18,125 just like, yes, we do everything. 693 00:33:18,125 --> 00:33:19,715 And it's like, yeah, four stars, no comment. 694 00:33:19,895 --> 00:33:23,044 Now here's my thought that was introspective to this point. 695 00:33:23,524 --> 00:33:28,355 Have we set up to help them understand the awesomeness of what they're getting? 696 00:33:28,564 --> 00:33:32,495 So have we have the assistance or has the dentist, whatever said. 697 00:33:32,909 --> 00:33:36,389 Hey, do you know like most offices, they'll have you in a temporary for 698 00:33:36,389 --> 00:33:39,540 two or three weeks, we're getting this crown put on same day, and 699 00:33:39,540 --> 00:33:41,100 isn't that, isn't that awesome? 700 00:33:41,250 --> 00:33:42,990 You don't have to come back a second time. 701 00:33:43,169 --> 00:33:46,740 You don't have to set up and, but if it's just standard, then to 702 00:33:46,740 --> 00:33:49,139 the patient, they just go, well, I guess it was just standard. 703 00:33:49,475 --> 00:33:53,495 And, you know, if, if the toothbrush wasn't good enough 704 00:33:53,495 --> 00:33:54,875 then, you know, but it's like, no. 705 00:33:54,875 --> 00:33:58,355 Do you know that, that Dr. Chad has chosen, this is the 706 00:33:58,355 --> 00:33:59,855 toothbrush he uses at home. 707 00:34:00,004 --> 00:34:02,314 He wants all his patients to have this. 708 00:34:02,764 --> 00:34:05,705 That's different than, here's your toothbrush in a bag, right? 709 00:34:05,915 --> 00:34:06,185 Yeah. 710 00:34:06,215 --> 00:34:08,674 It's the same toothbrush, but it's the sizzle. 711 00:34:09,540 --> 00:34:09,990 Sara Hansen: Yeah. 712 00:34:10,199 --> 00:34:13,650 No, and, and we loved, we're all dental nerds. 713 00:34:13,650 --> 00:34:14,639 We love dentistry. 714 00:34:14,639 --> 00:34:18,990 We get it like we geek out over margins and this and that, 715 00:34:18,990 --> 00:34:20,969 but our patients don't know. 716 00:34:20,969 --> 00:34:22,440 So Chad, you are spot on. 717 00:34:22,440 --> 00:34:23,820 You have to tell them. 718 00:34:24,060 --> 00:34:27,750 You have to tell them really how awesome certain things are, or the 719 00:34:27,750 --> 00:34:29,820 benefit of coming there, right? 720 00:34:29,820 --> 00:34:30,495 They just don't know. 721 00:34:31,620 --> 00:34:33,960 Dr. Chad Johnson: It goes back to Bruce Baird saying, you know, do 722 00:34:33,960 --> 00:34:37,560 you know this handpiece has a little light on it, you know, on the front? 723 00:34:37,950 --> 00:34:42,000 You know, and it, and, and that could be awfully standard, but you 724 00:34:42,000 --> 00:34:43,560 know, patients don't know that. 725 00:34:43,560 --> 00:34:46,410 And so they, they're just like, he has a little light on the front. 726 00:34:46,860 --> 00:34:47,250 You know, I 727 00:34:47,250 --> 00:34:50,970 Dr. Maggie Augustine: referred to my, to my loops as microscopes because 728 00:34:51,060 --> 00:34:52,530 they don't know what loops are 729 00:34:52,800 --> 00:34:53,250 Dr. Chad Johnson: correct. 730 00:34:53,670 --> 00:34:57,150 Regan Robertson: Bringing it back around, uh, to what you said, Sarah, which to 731 00:34:57,150 --> 00:34:59,160 me sounds like a, a diagnosis of sorts. 732 00:34:59,400 --> 00:35:05,790 Have you earned the right for a referral and because of authenticity and because 733 00:35:05,790 --> 00:35:09,660 of the uniqueness of each practice, something that will, that will get 734 00:35:09,660 --> 00:35:12,660 me hot and, and upset immediately is when somebody says, oh, dental, 735 00:35:12,690 --> 00:35:15,330 you know, dental offices are all the same, or dentists all want the same. 736 00:35:15,330 --> 00:35:16,710 We know that that's not true. 737 00:35:17,220 --> 00:35:18,240 And the same goes for. 738 00:35:18,275 --> 00:35:21,725 Patients and, and your geographic region and your demographics and 739 00:35:21,725 --> 00:35:25,385 your psychographics, all of those things make a huge, huge difference. 740 00:35:25,385 --> 00:35:30,485 And I mean, when I look at Chad's practice versus say, a high end, super 741 00:35:30,485 --> 00:35:36,245 cosmetic practice that serves the stars down in Miami Beach, those two, 742 00:35:36,245 --> 00:35:37,745 Dr. Chad Johnson: or New York, Dubai even, 743 00:35:38,015 --> 00:35:38,375 Regan Robertson: right? 744 00:35:38,585 --> 00:35:38,975 Those. 745 00:35:39,205 --> 00:35:44,065 Those patients, their expectations of what is going to garner a a 746 00:35:44,065 --> 00:35:48,865 review is gonna be a lot different than, than at Chad's practice. 747 00:35:48,865 --> 00:35:52,615 So, so Sarah, I, I know that the proof is in the pudding here. 748 00:35:52,615 --> 00:35:54,415 I'll, I'll, this is a great example. 749 00:35:54,835 --> 00:35:57,295 Sarah will do this if in in offices. 750 00:35:57,325 --> 00:36:00,235 So she was the one that like brought to PDA and, and it 751 00:36:00,235 --> 00:36:03,985 comes from this wholehearted self-confidence that you can't fake 752 00:36:04,315 --> 00:36:06,745 and you are authentic in yourself. 753 00:36:07,354 --> 00:36:10,265 Um, I am in the chat boat a hundred percent. 754 00:36:10,294 --> 00:36:13,654 I'm always like, you could leave us a review and you can tell, even if you tell 755 00:36:13,654 --> 00:36:15,424 yourself I'm confident, leave us a review. 756 00:36:15,634 --> 00:36:18,814 People can tell subconsciously whether or not you're being genuine, 757 00:36:18,814 --> 00:36:21,935 authentic, and confident about asking for that particular review. 758 00:36:22,620 --> 00:36:27,630 She does this, um, when she does in offices, and I will know that she is 759 00:36:27,630 --> 00:36:31,290 in office with a practice because I will get notifications in my email 760 00:36:31,290 --> 00:36:32,640 that says, productive Dentist Academy. 761 00:36:32,640 --> 00:36:35,970 Just got a review and I will open it up and it's five star, five star, five star. 762 00:36:35,970 --> 00:36:38,280 But it's not just five star or just four star with nothing. 763 00:36:38,580 --> 00:36:42,360 It has, you know, Sarah and, and Star like killed it today. 764 00:36:42,360 --> 00:36:44,730 Our whole, it's, it's very specific. 765 00:36:44,790 --> 00:36:46,950 I have done the same things now as my role. 766 00:36:46,950 --> 00:36:48,510 I don't go in office, I go in. 767 00:36:48,585 --> 00:36:52,095 Extremely rarely, like maybe twice, like not very much, but I 768 00:36:52,095 --> 00:36:53,355 was like, I'll ask for the review. 769 00:36:53,355 --> 00:36:55,665 I'll do what Sarah says, and I'll get like two. 770 00:36:56,145 --> 00:36:58,605 And I'm like, well, was it good? 771 00:36:58,605 --> 00:36:59,865 And then one-on-one, they're like, oh. 772 00:37:01,170 --> 00:37:02,880 But you didn't, but you didn't say it. 773 00:37:02,910 --> 00:37:06,570 And I think part of it was the way that I, I rushed through it, right? 774 00:37:06,570 --> 00:37:07,830 It was, could you, could you leave us a review? 775 00:37:07,830 --> 00:37:08,370 That'd be great. 776 00:37:08,580 --> 00:37:08,910 Goodbye. 777 00:37:09,210 --> 00:37:11,490 So there's part of that, and so they can sense that. 778 00:37:11,490 --> 00:37:13,740 And then the other part is what were they expecting? 779 00:37:13,770 --> 00:37:16,020 What, what did I earn that, right? 780 00:37:16,020 --> 00:37:16,230 Yes. 781 00:37:16,290 --> 00:37:19,080 Ask for the review and meet them where they were at. 782 00:37:19,140 --> 00:37:22,290 And that's not something I, I don't normally go and do that. 783 00:37:22,290 --> 00:37:23,430 Whereas Sarah comes. 784 00:37:23,680 --> 00:37:25,480 20 plus years have in practice. 785 00:37:25,509 --> 00:37:29,290 I am willing to bet you she knows exactly where to meet each individual team 786 00:37:29,290 --> 00:37:33,279 member when she goes in office and she knows how to earn that, that review. 787 00:37:33,279 --> 00:37:37,240 So is it Sarah, like, does, is it these things combined like this 788 00:37:37,240 --> 00:37:39,009 that equal getting over the hump? 789 00:37:40,029 --> 00:37:42,549 Sara Hansen: Yeah, I mean I think it really is a combination 790 00:37:42,580 --> 00:37:44,049 of a lot of different things. 791 00:37:44,049 --> 00:37:48,700 It, it is understanding, but I think it's also, you know, 792 00:37:48,700 --> 00:37:50,379 you used me as an example, but. 793 00:37:50,880 --> 00:37:55,380 I think my authenticity comes is because I truly love what I do. 794 00:37:55,440 --> 00:37:56,760 I love how I show up. 795 00:37:57,090 --> 00:37:59,460 I love, love, love my clients. 796 00:37:59,460 --> 00:38:01,830 Maggie's been on phone calls with me when I get teary 797 00:38:01,830 --> 00:38:03,480 talking about my clients, right? 798 00:38:03,480 --> 00:38:08,430 I truly am invested in their success and I love how I show up. 799 00:38:08,430 --> 00:38:11,250 So I think that you can build that authenticity. 800 00:38:11,580 --> 00:38:14,490 Patients need to fill that from every single team member. 801 00:38:14,550 --> 00:38:18,630 And you know, I do understand the. 802 00:38:19,305 --> 00:38:22,545 Repetition sometimes of our jobs, right? 803 00:38:22,545 --> 00:38:27,525 But what I say from the stage in the front of the room always is, do you all 804 00:38:27,525 --> 00:38:32,445 understand the impact that you're making on patients' lives every single day? 805 00:38:32,625 --> 00:38:34,515 You are truly transforming lives. 806 00:38:34,515 --> 00:38:37,995 I mean, you can scroll through TikTok or Res and you can see 807 00:38:38,295 --> 00:38:41,775 life-changing videos of people that you have truly changed their lives. 808 00:38:42,090 --> 00:38:45,780 What we do at dentistry, and I get passionate about this, is we 809 00:38:45,780 --> 00:38:47,400 just don't like drill and fill. 810 00:38:47,400 --> 00:38:48,300 That's not what we do. 811 00:38:48,300 --> 00:38:50,100 We're in the business of healthcare. 812 00:38:50,100 --> 00:38:53,310 We're in the business of truly changing people's lives, and I 813 00:38:53,310 --> 00:38:55,350 think oftentimes we forget that. 814 00:38:55,350 --> 00:39:00,990 So, you know, if we can go back to who we are, just as team members, you know, 815 00:39:00,990 --> 00:39:05,070 showing up for our patients every day, and believe in that role and step in 816 00:39:05,070 --> 00:39:06,660 that role that patients come to us. 817 00:39:06,975 --> 00:39:11,805 Because they truly have a need and we're there to find a solution that also changes 818 00:39:11,805 --> 00:39:16,004 how we show up for our patients and the experience, the reviews, it all kind 819 00:39:16,004 --> 00:39:16,995 Regan Robertson: of flows together. 820 00:39:17,415 --> 00:39:18,645 Let's do this. 821 00:39:18,734 --> 00:39:22,694 I'm gonna, I'm gonna go, this has been a, an exceptional episode and 822 00:39:22,694 --> 00:39:24,674 the four of us can be here all day. 823 00:39:24,915 --> 00:39:26,359 We're gonna invite you again, Sarah. 824 00:39:26,540 --> 00:39:30,075 I'd love to talk about authenticity and how it shows up. 825 00:39:30,104 --> 00:39:35,145 I think you've done a really exceptional job today at Giving Doctors something to. 826 00:39:36,165 --> 00:39:40,154 Really self-evaluate in their own practice and understand the complexity 827 00:39:40,305 --> 00:39:44,294 of, um, you know, of growing your practice through internal marketing 828 00:39:44,294 --> 00:39:46,154 and external, how they go together. 829 00:39:46,544 --> 00:39:49,875 And, um, and being authentic is, is one of those keys to it. 830 00:39:50,084 --> 00:39:53,625 Uh, Chad and then Maggie, final thoughts, and we'll hand it 831 00:39:53,625 --> 00:39:55,154 over to Sarah for the last word. 832 00:39:55,754 --> 00:40:00,674 Dr. Chad Johnson: My tangible take home is as a team, when you have. 833 00:40:01,080 --> 00:40:07,800 An expectation that they fill out a five star review or something of the like, and 834 00:40:07,800 --> 00:40:14,400 you're like, why don't they recognize that we go the extra mile in doing X and y. 835 00:40:15,180 --> 00:40:19,230 Find out what those X and Y are. 836 00:40:19,320 --> 00:40:24,030 Write them down and be like, we want to be recognized for the 837 00:40:24,030 --> 00:40:25,500 fact that we do this and that. 838 00:40:25,830 --> 00:40:26,460 Then. 839 00:40:27,149 --> 00:40:29,640 Make yourself recognizable that you do those. 840 00:40:29,640 --> 00:40:34,410 Because if it's, if it's silent and unknown that the team, you know, is 841 00:40:34,410 --> 00:40:38,669 bringing out a, a warm blanket that they threw in the dryer and stuff like that, 842 00:40:38,669 --> 00:40:41,069 but no one, no one knows, like it's just. 843 00:40:41,705 --> 00:40:46,024 It's very Disney-esque, you know, Disney Service to be able to provide that. 844 00:40:46,294 --> 00:40:50,285 But then like no one is gonna sell the sizzle, you know, in that. 845 00:40:50,314 --> 00:40:51,604 Like that's what we do. 846 00:40:51,604 --> 00:40:53,524 We do this for you because we care. 847 00:40:54,004 --> 00:40:58,234 And then, then that's where we need to come through as a team and 848 00:40:58,234 --> 00:41:01,354 be like, identify where we are. 849 00:41:01,625 --> 00:41:04,895 Let's call it resentful that no one recognizes this. 850 00:41:04,984 --> 00:41:06,814 And then go, let's make ourselves. 851 00:41:06,995 --> 00:41:10,654 Known that this is what we do and this is what sets us apart. 852 00:41:10,984 --> 00:41:17,555 And, and, and that might take a little bit of, um, finesse in figuring out how to 853 00:41:17,555 --> 00:41:21,424 make sure that people can recognize that you're awesome because of those things. 854 00:41:21,845 --> 00:41:25,895 Um, but that, that would help flip the script instead of just being 855 00:41:25,895 --> 00:41:27,725 a martyr that you're always being. 856 00:41:28,200 --> 00:41:32,520 Uh, unseen and unheard for doing those, uh, uncommon things. 857 00:41:33,030 --> 00:41:35,070 Uh, but make yourself known. 858 00:41:35,340 --> 00:41:39,210 Um, and it might not even be tooting your own horn, but somehow figuring 859 00:41:39,210 --> 00:41:43,740 out a way to say, you know, that this is, uh, what we do as a standard 860 00:41:43,950 --> 00:41:47,045 for our patients, but it's not standard, uh, you know, across the. 861 00:41:47,255 --> 00:41:47,975 The city. 862 00:41:48,155 --> 00:41:51,185 It's not standard that every office is doing that. 863 00:41:51,215 --> 00:41:54,455 That's my take home message for the listeners is to find those things that 864 00:41:54,455 --> 00:41:56,285 kind of almost hurt your feelings. 865 00:41:56,285 --> 00:41:59,105 Like, why doesn't anyone recognize that we use buffered anesthetic? 866 00:41:59,345 --> 00:41:59,435 Mm-hmm. 867 00:41:59,675 --> 00:42:03,215 Well, do they know that you're using a buffered anesthetic and that it 868 00:42:03,215 --> 00:42:06,455 stings less when you inject it and you can get going quicker, so the 869 00:42:06,455 --> 00:42:07,865 patient is outta there quicker? 870 00:42:08,135 --> 00:42:09,155 Let your patients know. 871 00:42:10,055 --> 00:42:10,445 Dr. Maggie Augustine: Mm-hmm. 872 00:42:10,835 --> 00:42:12,395 That's a, that's a really. 873 00:42:13,620 --> 00:42:14,850 That's a really great point. 874 00:42:15,330 --> 00:42:20,459 Um, and, and I have started to use that since I, since I got the Glidewell io 875 00:42:20,459 --> 00:42:25,259 mill, I have started to let patients know that that is really unique and we've spent 876 00:42:25,259 --> 00:42:29,490 a lot of money on technology to bring it to our patients, and they have, I. 877 00:42:29,835 --> 00:42:32,234 And they have become more grateful as a result of that. 878 00:42:32,565 --> 00:42:37,605 My takeaway is, you know, when I have jokingly said that, that, um, 879 00:42:38,145 --> 00:42:43,035 that marketing is, is black magic marketing is extremely complex. 880 00:42:43,305 --> 00:42:43,455 Dr. Chad Johnson: Yes. 881 00:42:43,545 --> 00:42:45,585 Dr. Maggie Augustine: Because, you know, we think of it as just 882 00:42:45,585 --> 00:42:48,194 spending money on ads or clicks. 883 00:42:48,435 --> 00:42:53,174 But the truth is that it trickles down to not just external marketing and. 884 00:42:53,390 --> 00:42:55,220 And then internal marketing. 885 00:42:55,580 --> 00:43:02,029 But it really pushes us to understand ourselves, our personalities, the way that 886 00:43:02,029 --> 00:43:08,750 we interact with one another, who we are as people, what is expected of us, uh, and 887 00:43:08,750 --> 00:43:15,049 how we translate that onto our patients because all of those things are affected. 888 00:43:15,549 --> 00:43:21,040 And really what stands behind marketing and Reagan, you know that really 889 00:43:21,040 --> 00:43:25,600 well and, and so does Sarah, is this story that we're trying to tell about 890 00:43:25,600 --> 00:43:32,350 who we are and how we understand and serve our patients, and putting that. 891 00:43:32,924 --> 00:43:39,314 Into a package and, um, allowing our patients to connect to 892 00:43:39,314 --> 00:43:41,805 that is the basis of marketing. 893 00:43:42,134 --> 00:43:45,254 But it makes everything so extremely complex. 894 00:43:45,705 --> 00:43:50,205 Um, and so, you know, many people use metrics to try and figure out 895 00:43:50,205 --> 00:43:51,975 whether or not it's all working. 896 00:43:52,305 --> 00:43:55,334 Uh, I remember when I was working with, with a marketing company 897 00:43:55,334 --> 00:43:58,634 before PDA and, and I would say, you know, they'd be like, well. 898 00:43:59,165 --> 00:44:02,885 They came to the office, but they didn't use the number that you gave. 899 00:44:02,885 --> 00:44:06,425 And, and his answer was like, well, right, you don't know that. 900 00:44:06,425 --> 00:44:10,325 But did they use the website that we, that we showed them? 901 00:44:10,385 --> 00:44:13,775 Did they check out your Facebook or Instagram? 902 00:44:13,775 --> 00:44:16,865 These are the things that you don't know, but they're part of branding 903 00:44:16,865 --> 00:44:18,245 and they're part of marketing. 904 00:44:18,245 --> 00:44:22,325 So is marketing working or isn't it working? 905 00:44:22,325 --> 00:44:26,165 These there, there's so much gray area, which is why I call it, you know, kind of. 906 00:44:26,595 --> 00:44:27,615 Black magic. 907 00:44:28,065 --> 00:44:28,185 Yeah. 908 00:44:28,275 --> 00:44:30,135 And so that's my, my takeaway. 909 00:44:30,135 --> 00:44:31,060 It is, it is really, it's complex. 910 00:44:31,065 --> 00:44:33,615 Really complex and and difficult to track. 911 00:44:33,615 --> 00:44:34,095 I think 912 00:44:35,805 --> 00:44:37,305 Regan Robertson: there are final thoughts. 913 00:44:37,305 --> 00:44:38,355 Take us home, girl. 914 00:44:39,585 --> 00:44:39,825 Sara Hansen: Yeah. 915 00:44:39,825 --> 00:44:43,695 When it comes to reviews and referrals, listen, this really is about. 916 00:44:44,535 --> 00:44:49,665 Turning your satisfied patients into the practice's biggest advocates. 917 00:44:49,965 --> 00:44:51,915 Um, you know, that's really all it is. 918 00:44:51,915 --> 00:44:56,055 Let your patients tell other patients about how great you are. 919 00:44:56,055 --> 00:44:58,905 You don't even have to do anything, but just treat them the way that 920 00:44:58,905 --> 00:45:01,815 you know that they deserve to be treated and they'll do it for you. 921 00:45:02,205 --> 00:45:04,035 So that's, that's my 922 00:45:04,425 --> 00:45:06,285 Regan Robertson: final thoughts for today's episode. 923 00:45:07,860 --> 00:45:10,050 Thank you everybody for joining us today. 924 00:45:10,140 --> 00:45:11,640 Uh, we had a great time. 925 00:45:11,640 --> 00:45:13,290 Thank you, Sarah for joining us. 926 00:45:13,290 --> 00:45:16,170 Thank you, Chad and Maggie for being together again. 927 00:45:16,650 --> 00:45:20,160 Uh, look forward to more episodes coming forward, and if you 928 00:45:20,160 --> 00:45:24,270 wanna leave Everyday Practices a review, you can find us on iTunes. 929 00:45:24,270 --> 00:45:26,010 You can find us on Spotify. 930 00:45:26,280 --> 00:45:29,580 You can find us on social media at productive Dentists 931 00:45:29,580 --> 00:45:31,740 on Facebook and LinkedIn. 932 00:45:31,770 --> 00:45:33,570 All the pieces go to where you are. 933 00:45:33,600 --> 00:45:35,490 We'd love to hear your feedback. 934 00:45:35,735 --> 00:45:37,805 Dr. Chad Johnson: Especially if it's five stars. 935 00:45:38,195 --> 00:45:38,795 Regan Robertson: Cheese. 936 00:45:38,795 --> 00:45:41,135 Cheese, four stars, nothing. 937 00:45:41,945 --> 00:45:42,425 Chef, 938 00:45:42,545 --> 00:45:43,625 Dr. Chad Johnson: four stars, no comment. 939 00:45:44,745 --> 00:45:45,555 Regan Robertson: Take care everybody. 940 00:45:48,465 --> 00:45:51,825 Thank you for listening to another episode of Everyday Practices Podcast. 941 00:45:51,855 --> 00:45:55,095 It would mean the world if you can help spread the word by sharing this 942 00:45:55,095 --> 00:45:59,595 episode with a fellow dentist and leave us a review on iTunes or Spotify. 943 00:45:59,715 --> 00:46:03,855 Do you have an extraordinary story you'd like to share or feedback on how we can 944 00:46:03,855 --> 00:46:05,865 make this podcast even more Awesome. 945 00:46:06,315 --> 00:46:07,904 Drop us an email at podcast. 946 00:46:07,925 --> 00:46:09,455 At productive dentist.com. 947 00:46:09,725 --> 00:46:12,575 And don't forget to check out our other podcasts from Productive 948 00:46:12,575 --> 00:46:15,965 Dentist academy@productivedentist.com slash podcasts. 949 00:46:16,265 --> 00:46:17,015 See you next week.