“Hey, Hattie. Can you respond and qualify my new inquiries in five minutes or less?”
And can you do that because, you know, I have staff, but they’re busy and they can’t do that every day.
Well, Hattie would say, “absolutely”.
I’m a lead a speed-to-lead specialist. When I receive a web chat on your website, I can start a two-way SMS.
So, do you know how when you type in a web chat and then sometimes the operator says, “we’ll be back in six hours”, you know that that’s not going to work out.
Right? So what could be done is that this technology could then send a response, not to the web chat, but rather to the customer’s SMS.
And if it did that, then you’re able to get into a position where the customer can say, “okay, I’m done with the website. Now I’m going on the bus or they go walk the dog”, but they’re actually interacting with you on the SMS. And now you’re on their phone and that’s much, much, much more valuable, right?
Marisley: Oh, so they’re not on the chat of the website anymore. The communication shifts to SMS?
Rod: Exactly. So the website moves to SMS that’s golden because, as you can imagine, web chats is great when people are there, but in reality, again, attention span is low and people want to move on. And if you can stay inside their mobile phone, that’s where you want to be. Then they can send an SMS message back to every missed call.
So if the call is missed, the system could potentially then identify that it calls a miss and then sends an SMS.
“Hey, we missed your call, really? Sorry about that. Here’s the link to the member and now we’re available” or it could send potentially a live call, so it could bridge a live call and then once the inquiry picks up the phone to the live call, then it rings your office. And the person in the office says, “Hey, I’m here.”
Right? So it connects the people together. And that just gets an opportunity to really create this automatic follow up that so many clinics are really lacking because they just don’t have the staff and personnel and time to do this.
So that’s one thing that we could be looking forward to for a website to be able to do this in the future, which would be amazing.
Marisley: That’s amazing, yeah. So, now the virtual assistant is on the mobile of the patient.
Rod: Exactly, exactly. So, so as opposed to just simply staying on the website and hoping that they remain you’re on the patient’s mobile and that’s a great place to be.
We all know that every time we would receive a text, we’re going to look at it, right?
Marisley: Exactly, right.
Rod: This is very different from email and certainly far, far different from what chat, but we’ve got another poll about texting. So let’s get into this one.
Marisley: So let’s get into this poll: As a customer, would you rather call or text a message a quick question to a company?
So the first answer,
- call a company
- and second, send a company a text message.
So let’s see what people say, what they prefer, how they prefer to communicate with the company have a phone call or have a text message?
I wish I could answer here because I have a clear preference here on how I want to communicate with service providers.
Rod: Yeah. I think it will also depend a lot on the age of the attendees. We don’t exactly know how old everybody is obviously, but, I have a feeling that that preference would change depending on age.
Marisley: Yeah, that’s true. So we have a really good response rate. So I’m going to close the poll and I’m going to share the answers with everybody. So the answer is “send the company a text message.” 70% of the audience has a preference for text messages.
Rod: Of course, of course, absolutely. And that’s exactly what I expected to see. And what I hope to see because actually, that tells me I’m normal because when I want to interact with a business, I really don’t – You know, I’m far from being a millennial – but at the same time, I don’t want to waste time. Right? And I don’t want to get involved with hold message. And if I’m asking a quick question, that requires information, I have to recollect the answer later. I want to see it on my tech, on my mobile. Right? I want to see the information that I need to reference it like, say they give me an address. I’m not going to remember that address. I want that address on my phone. Right? So things like that are why so many young people today are preferring to send texts to businesses.
And so I want to introduce you to the concept. (And, it’s not my concept. I didn’t come up with a name.) I heard it at somebody else’s talk. The term is Patient 2.0. And it really, really triggered me.
It’s like, wow, you know what? That’s exactly who we’re dealing with is Patient 2.0. it’s a different type of patient who is pretty much on their mobile all the time.
And most of the time, they only have phone calls with very select people. Sometimes they don’t even want to call their friends.
They want to stay on text. And what is really interesting is that – and most people don’t know this – Here’s a really interesting tip. Is that on your Google My Business listing, you actually have a button that you can initiate. If you go into the settings, you can initiate a button to text your business, right? So you have the website link, you have the call link. You have the directions link and things like that, but you can initiate a new button that says, “text” the business. Now, many businesses wouldn’t want to turn this on because you know, how, how are they going to receive texts? Are they going to get Susie – who’s an accounting – to use her mobile? Right? It just doesn’t make sense. So they’re not there yet.
But Patient 2.0 is definitely wanting to actually text. So here’s the thing, right? Most people, don’t like phone calls, right? They’re over it, right? They don’t want to call businesses. They hardly even want to call their friends. They don’t want to waste their time and they want to have a record of the conversation. And the other thing too is, I find that there’s like anxiety around phone calls too. A lot of my millennial millennial team members, the last thing they want to do is phone anybody. Because it just creates this anxiety of interacting with people that they’re more used to actually dealing in text.
Now, this is another reason why SMS is so powerful. The actual open rate for an SMS is 98%. And that’s amazing because email in comparison is about 20%.
If you’re getting above 20% on your open rates then you’re doing really well. Most companies – healthcare is doing well there – but most companies get much less.
The thing about most emails is that many of them go to spam. And let me ask you this, have you ever received a spam SMS in your spam folder?
Of course not, because there is no spam folder, right? Every single SMS you get, you’re going to get.
And you’re probably going to look at that and that’s very different from your email. I mean, I don’t know about you, but I check my email maybe once a day.
However, if I get a text, even during this webinar, if I got a text, I’d probably look at it.
Marisley: Yeah, I check my personal email very rarely. Just when I know I’m about to receive something.
Rod: Exactly, exactly. Yeah. So 50% of email ends up in spam. And the average click-through rate on SMS is 19%, which is what it’s about.
It’s about getting action from the SMS in front of the message. Whereas the average email click-through rate is 3.2%.
So there’s a real need for businesses to get really, really clear about using SMS because that is where people want to be.
And just so you know, everybody has their phone with them all the time, and this applies to pretty much every country and also almost every age demographic.
I know I kind of joked earlier that it really depends on how old you are, but people in their sixties and seventies, they’re on SMS as well, you know?
And on WhatsApp, all of that. So, I mean, you probably communicate with family members the same way who are in that age group and they love it.
Right? So yeah, so SMS is here to stay and we definitely want to look at that.
So, let’s go back to this hypothetical job interview, right?
So if a doctor who wants to improve their practice asks Hattie,
“Hattie, can you communicate the way my customers would actually want to communicate?”
And the website of the future would turn around and say, “you know what, that’s, that’s not a problem. I can do that.”
I can send the auto-response to a web chat. I can move the conversation into SMS. Like we said.
I can engage the conversation using natural language understanding, which is, you know, you’ve heard of AI? So Google now has a protocol for AI that’s fueled by natural language understanding, which actually makes a lot of sense.
I think, maybe two years ago, you might’ve seen that demonstration where Google used an AI to make a booking with a hairdresser – like an actual live booking using voice.
Now, we’re not using voice right now, but the SMS is really good at utilizing NLU to be able to converse with somebody. And it actually makes sense. And here’s what’s really cool too, it can alert your team to take over inquiries in the SMS, from their desktop.
So right now, for example, if you were to ask a business to answer texts. They probably actually get Mary to do it, who’s on the front desk. “Hey, could you put up your mobile number and use that? And then you can respond to text messages.”
That’s no good, right? Because then it ends up on a staff member’s mobile. That’s crazy. Right? What you need to do is you need to have all of these SMS going to the same place and people responding from their desktops.
It’s a lot quicker. And it creates a record of the conversation because you really want that record for later. Because if they talk to Mary two hours ago, and then they’re talking to Joan two hours later, then is Joan going to have to go look for that mobile number? And what if Joan’s actually remote? You know, there are lots of issues with this approach that we’re currently taking.
Marisley: So yeah, If I’m following you… if I’m understanding – and maybe also the audiences predict confused – So in this case here, Hattie, which in this virtual assistant would enable the website to answer inquiries, but at the same time to transfer the inquiry either to an SMS or to a phone call for an actual staff member of the practice to answer that.
So, it’s basically like making that patient’s journey smooth from the website to the next step, Without a delay.
Rod: Exactly. So, earlier, we talked about how the person gets on web chat or maybe they send a form, or maybe they even make a phone call that it’s missed. Well, the SMS can go into their mobile. And when they respond, that response then goes into your staff’s computer.
Rod: And then everybody who has access to that computer network can get in there and respond to the SMS.
Marisley: Ah ok, so then it goes from a virtual assistant to a real assistant.
Rod: Exactly, exactly. You know, it’s always nice to be able to pass, especially during business hours, if people are available to be able to pass on, right. It’s called Passover. And if that is available and necessary and useful, then that system will be able to do that. That’s especially useful when, you know, we can only go so far with NLU, right? Like, you know, computers are great, but they’re not perfect. Human beings still have a place. And so if you want to get involved in a more deep conversation, then it’s great to be able to pass over to a staff member when they’re available.
So we’re going to get into another poll, which is “how would you like to receive messages from potential surgical patients?”
Marisley: Yeah. So how would you like to receive these messages? The first choice is
- you prefer a form on your website,
- the social media message
- WhatsApp or SMS
- phone calls or
- any of the above.
So, in this case here, you can choose more than one answer. So let’s see what is your preference for you as a practice owner as a surgeon or as a practice manager, how would you like to receive messages from potential surgical patients?
Okay. We have a very good response rate. So, I’m going to give another five seconds and I am going to close the poll really good to go.
Okay. Let’s have a look at the answers.
Marisley: Is that when you’re expecting, Rod?
Rod: Well, I’m happy for two reasons. Number one, either people are really, really excited about WhatsApp in SMS or they chose the answer that I really wanted to see, which is “any of the above”.
We live in this omnichannel world and we’re not going to control how people want to talk to us.
Right? And the reality is the best answer is really “any of the above” because these are potential patients and they want to give you money.
And if somebody connects with me over Instagram DM, and they want to get me money? I’ll be like, yeah, I’ll talk to you.
Do they want to do a Facebook messenger? And they want to give me money? Yeah, no problem.
So, that’s a really good answer.
But the challenge is of course, despite the fact that everybody wants to communicate their way and they might use different channels before and after. It gets really, really confusing. The problem, however, is that there are too many channels and conversations get lost. And I’m not sure if you’ve ever been in a situation where you’ve actually looked on your phone and you realise many, many weeks go by and you notice a little “1” in your DM for Instagram.
And you’re like, “oh, I never saw that”. And then you open it up and you realise two weeks later: “Somebody messaged me two weeks ago.”
Right? That’s never going to work. Yet, we’re advertising on Instagram. We’re posting on Instagram. We’re hoping people engage with us on Instagram, but we’re missing all the messages.
Right? Unless you have somebody checking them reliably. And then even when you do get that, you can’t necessarily combine that into the conversation stream with all the other messages that the patient might be sending.
Marisley: Yeah. I think you touched on a very important point there, Rod. Because, a lot of practices, for example, or even businesses, will do Instagram ads, which are on the Instagram platform. But then they expect the customer to move platforms, to connect with them, like either to fill a form or to make a phone call. And it’s not a smooth experience. If you are already advertising on Instagram, it would be much better to just send a message.
Rod: Yeah. Yeah. Just even today, I’m here in Australia and one of my customers in Australia is receiving messages. And because I’m in the right time zone, I see the Facebook messages come in. And I saw a Facebook message come in this morning. And it said,
“Hey, I tried to reach you guys two days ago. I was wondering if I could bring my wife in and get a discount for her. Cause I had surgery, you know, two months ago…” and no response.
And, I kind of watched throughout the day as I did my work. And then, later on, I came back to it when I realised it still hasn’t been responded to because they sent her another message. And it still hadn’t been responded to.
So, you know, regardless of what the customer says, or what the practice says, I want them to respond to the message.
So, I actually copied that message and sent it to that customer’s email because that’s what they check, right?
But no! That disconnect can not happen. You’ve gotta be on top of those things. Otherwise, this customer, maybe they’d be happy to go ahead and bring their wife over without the discount, or with the discount, whatever your practice wants to do.
It’s a customer who wants to give you money. And the last thing you want to do is ignore that Facebook message, just because you’re not on that platform at the moment.
And it’s really hard being on all these platforms, I get it. Right? And I’m like, that’s, that’s why I searching.
But definitely, you know, be, be entitled to ask, you know,
“Hattie, can you combine all of these communication streams into one?”
How cool would that be? And the reality is that we have the technology to be able to do this.
Right. So yeah, absolutely. Hattie, the website with the future could combine all of these channels into one and then have your response in one place and they can message them back.
They could call them back. They could record and send a video back. If that’s what they want to do or they can send a voicemail drop.
So what a voicemail drop is, is that it’s the system you can use the system to call the person. It doesn’t ring on their phone, but it leaves a little voicemail.
So then the next time, somebody looks at their phone and says, “oh, I’ve got a voicemail.”
They open it up. They were going to listen to it. Right? If they’re getting a phone call, they might go, “oh, no, I don’t know this number. I’m not going to answer. But most people will listen to the voicemail.
Right? You’ve done this. Right, Right.
Marisley: I can also get a message from WhatsApp, right?
Rod: Yeah, you can do that too. So, yeah, that’s, that’s the thing. You want to have a situation where you can combine these streams, have them in one conversation flow and then be able to respond appropriately from that conversation flow.
And again, whether it’s from Instagram DM, whether it’s on Facebook messenger, whether it’s from WhatsApp, email, whatever it is, it should be in that one stream. Right?
So another question…
Marisley: So what is the question now? How did you book your last flight? Oh, this one will be very easy.
- I completed the form and waited for someone to call me back.
- I called the airline or travel agents and booked on the phone
- Or, I booked online.
So, how did you book your last flight?
Rod: You’re right. Actually, this is not a trick question. It looks easy and it is easy, But, it shouldn’t really hit home a point that I really want to make.
Hopefully, we get the right answer here.
Marisley: And now summer’s coming, everybody’s booking flights. Everyone’s excited to take a vacation. So let’s see, we have a lot of responses this month. I’m already going to close and share that answers.
Rod: Of course! Of course! 95% of people want to book online. Of course. Right?
So you know why, you know, well, we don’t have to get into the reasons – we all know.
We all know why we want it. So yeah, that’s the reality. And the thing is, is that like patient 2.0, doesn’t want to call a business or a practice anymore.
Right? They want to book online. Many of my clients I’ve been – I’m not sure if you recall – but when the pandemic first started, I was one of the first people to say, “Oh my God, online bookings, we’ve got to do this!”
Right? And you know, not to be confused with virtual appointments, which is also important, but online booking at the beginning of that point, because, you know, we need to make things easy for people to schedule these zoom calls and things like that.
And, now, these days, my customers who are utilising online booking are getting 90% of their appointments booked online from patients.
Rod: That is amazing because these aren’t even phone calls that are taking place in between. They’re actually making these bookings online without needing to actually make any phone calls. Nobody has to answer the call. Nobody has to spend time discussing things with a patient. You know, if you want to send them a form afterwards, to get more information, that’s fine, but these people are booking in.
And I just want you to think about that. Imagine how much time that would save your staff.
And I’ve actually found that some of my customers who are starting up with online booking are actually able not to necessarily need to hire new employees as fast as they otherwise would because they’re utilising online booking.
So, that’s a huge saving for them. And, especially in this climate where it’s actually really hard to find people, the last thing you want to do is hire people quickly.
What you want to do is hold out for the right ones. Right? And so that’s the thing; online booking really allows you to do that because it reduces the amount of effort required to answer all these phone calls.
Marisley: And it’s not just about hiring. It’s also the time for training this new person, which is about three to six months just to get that person sharp on how to answer all these questions and really be good at converting inquiries into appointments.
Rod: Exactly. Right. The other thing too is like, I also want people to think not just about initial inquiries, but also post-ops, I mean, every single patient is going to generate maybe two, or three potential post-op appointments.
And a lot of that is back and forth. And, you know, people are reticent to actually make post-op appointments because they’re not seen as critical as the previous appointments.
And I even had this experience recently, I had laser eye surgery, and I’m still getting the request to get annual appointment checkups.
And I love it because, you know, it’s just nice to go in there. I had done, maybe about three or four years ago, but you know, I got a request to actually book the appointment and I’m like, it was an email.
It was like, when are you free? And I was like, “When am I free? Like, when are you free? How are we going to do this? We’re going to send four emails between each other?”
So I just got fed up and I just said, “you know what, here’s my online booking”.
And I sent them the online booking link to book me! And so they could book. And that way I would know when I’d actually be able to go down to the appointment because that actually worked with my diary and they actually clicked the link and booked me online.
Rod: So, obviously not every patient is going to be doing that. Right? I just do that because that’s how I run my life.
But yeah, I mean, that’s how much I hate this email back and forth and phones that actually don’t get answered and leave messages and back and forth. And waiting to actually book basic post-op appointments, you know, it just doesn’t make any sense.
So yeah, it’s a huge, huge, time-saving.
So obviously a surgeon would be asking,
“Hey Hattie, can you help my patients book online?”
And the reality is, you know this, this is kind of easy, right? I mean, we’ve been doing this for a while now, but really nice is that this could be totally done through the website and go into the same system that is recording all of these other inquiries. Right? So the other thing is a lot of people don’t realise that they can actually charge fees on online booking, right? Because they worry a lot of times it’s like, “oh, somebody is going to actually fill up my appointments and they’re not going to show up.”
You can charge fees and you can also charge in such a way where you only bill, if they don’t show up.
I know that’s not always a nice thing to do, but it protects you. These days, in London, at least, sometimes I have to give my credit card just to make a restaurant reservation.
And with COVID, restaurants have been so tight on reservations that they actually demand this and the people are becoming much more used to giving their credit cards and sticking with their reservations because they don’t want to get charged.
Right? So this could totally apply to clinics. You can offer easy ways to cancel and rearrange bookings online as well.
You can remind your staff. That’s the other thing too, I get some pushback sometimes from surgeons who say “I don’t want to have online booking because I run a totally different EMR, a different calendar, and these two systems might not talk well”
What you can do is you can set up a situation where you get an online booking and then a staff member could confirm that booking with the patient by SMS or whatever.
And then you can get that appointment confirmed and then put into your EMR calendar. So that’s a nice way of kind of getting past this, “two systems unable to talk to each other” thing, which often happens in refractive surgery and eye surgery in general.
You can ask to send SMS and email confirmations and follow up messages to reduce no-shows.
I would say that that’s one of the main reasons why people are worried about online booking is to reduce no-shows.
So I think it’s really, really important to talk a little bit about that. That’s actually the subject of the next poll.
Marisley: What is your appointment No-show rate?
- one to 10%
- 11 to 20%,
- 21 to 30%
- 31% or more,
- or you don’t know.
So what is more important? No show, rate, track, or appointments?
Rod: I think this will be fascinating. I want people to also consider it’s not in the question, but I want you to consider post-ops and initials, right?
So not just initial post-op and initials, because when you get into post-ops, it’s a different story you got. I mean, I personally, I, from my experiences in clinics, you get a lot more no-shows and post-ops.
Marisley: Yeah. Especially when everything is fine with the patient, right? The patient might not be wanting to come because everything’s correct. So, okay. So we have good response rates. So I’m going to close the poll and share the results with everyone. So the majority has pretty low no show rates, between one and 10%. And 20% between 11 and 20. 20% between 21 and 30. And 20% don’t know what is the no show rate.
Rod: Yeah. So that’s great. No, that’s a really encouraging stat and this is something we definitely want to ensure that we maintain: a really, really low no show rate.
In fact, I want to put that into perspective. Now this is not for refractive surgery and eye surgery at all, but there’s a study that was done and I’ve linked to it in the resources underneath there.
12 to 50% is the norm. That’s a really, really wide range and it covers all sorts of specialities. So you just have to put things into context.
And what I did is like, you know, I just took 12% as an option here. When I looked at the average appointment, let’s say it’s worth $300 and then just use a US dollar rate. And then the RSA said there were 5 million eyes done in 2021 and that I did the math and that’s basically 300,000 no-shows.
If you think about the number of appointments that are involved. Just imagine the value of saving even 10% of missed appointments. Because even with post-ops, you’re absolutely right. People are often like, “Well, hey, if they didn’t make it, they didn’t make it.”
But that’s time in your diary that you could be used for other things. And yeah, it’s a huge problem for some practices.
And I saw some practices in the poll there between 21 and 30%. So this would really, really help them as well.
So what can you do, right?
“Hey, Hattie, can you help me reduce no-show rates?”
And yeah, absolutely. Hattie can do things like sending an SMS and email confirmations, and again, there’s no need for a human to be involved.
And that same study that I shared earlier that link to that study showed that this alone can significantly reduce no show rates dramatically.
People kind of overlook it, but it’s really valuable. The other thing that this can do is to send a custom reminder with a voicemail drop.
So, if you send a voicemail drop the way I explained it earlier that the phone doesn’t ring, but you just get a voicemail. If it’s recorded by somebody in the clinic, then it feels so much more real than the person’s actually waiting for them and expects them to show up.
And the nice thing about this is you can record one voicemail and send it to all your patients, right? Which really reduces the amount of time that you would otherwise spend having to make phone calls manually to remind people about their appointments. And it still delivers that personal experience that actually comes from the practice and that’s totally available. I can send SMS and email to no shows after they’ve not shown up, and then offer online booking to rebook.
So again, it reduces the repetitive tasks that are necessary for a clinic. Make sense?
Marisley: Totally. And, Rod, I have a question for you. So what do you think of practices that still nowadays don’t offer online scheduling on their website?
Rod: What do I think about… why?
Marisley: Yeah, like why some practices are not doing it? Or is it like a “must-have” option to offer this online scheduling on the website?
Rod: Well, yeah. I mean the airline ticket booking question answers that very well, right? It’s for the similar amount of money for an overseas flight, right? People are happy to online book, and with the practices I’ve spoken to… often it’s inertia. They just decide, “Well, you know, if it isn’t broken, why fix it?”
But in reality, they’re losing a lot of potential value because of it. So, inertia is one of the reasons. Another reason is the challenge of getting one EMR system to connect to another system that most people are using.
So, a lot of people are using Calendly, because Calendly connects to Google and it connects to Outlook.
And that’s great. But what if the practice isn’t on Google and Outlook? Right? So, this creates a challenge and I’ve run into this challenge myself because I’m a big fan of Calendly. And, I’ve been promoting it for many, many years now. But the reality is that sometimes Calendly doesn’t necessarily connect and speak with other things.
And so it’ll all depend on what kind of EMR is being used. But the APIs available by some platforms in the future will definitely be, have a lot more capability to speak to each other in such a way where there’s less friction and less double entering and less manual confirmation.
Marisley: So, so the challenge would be mostly on the technology. So the practice has not been on board yet with online scheduling because they have not found the right technology to do that.
Rod: Yeah. There’s also the issue of some of them deciding, “Hey, I’m going to book out a little portion of my diary, just so I can keep that free”. But what they do in that case is they give, for example, one day only available for online booking.
But, come on. Patients these days, they just want total flexibility. And, so what happens is almost like a self-fulfilling prophecy. They offer little availability and then they don’t get the bookings and they go, “oh, this online booking stuff doesn’t work”.
Right? But in reality, the availability didn’t work. So, I think you’ve got to kind of go all-in on this and look, it’s such a mission, the critical thing.
I mean, imagine an airline not offering online booking today, they’d be out of business. It is the future and all of your competitors will be doing it.
So it’s time to get on this ASAP if you’re not on it yet.
Marisley: Next poll is “what is your biggest challenge right now?”
So, your biggest challenge is with
- marketing, which means getting inquiries
- Is it sales, which means turning inquiries into appointments?
- or is it operations, processing patients admin data or patient admin or
- Clinical – delivering good medical outcomes.
So what is your biggest challenge right now in your practice marketing, sales, operations, or clinical
Rod: Really interested to see this one.
Marisley: Yes and this is a very good question. The challenge is, that a lot of practices actually will not identify themselves as sales.
They actually, so they might not… Yeah. Let’s see what they will choose. Two more seconds and then I’m going to close the poll.
Okay. And let’s have a look at the answers, so,
Rod: Wow! Okay. That surprises me! That really surprises me because from my understanding is that the pandemic in fact had a silver lining for refractive surgery practices.
There’s actually been greater growth in the last year than we’ve ever seen for a really long time after a decade of flatline.
That’s actually surprised me and, I wasn’t prepared for that, but actually, it’s very interesting. My hypothesis, truthfully, was that clinical would be 0%.
I knew that answer was going to come and that operations would be actually much higher than it’s showing.
So that’s interesting. That’s very interesting. But maybe the other thing to consider is that some of the people who were actually attending this webinar with a self-selected group are interested in marketing to a degree because they’re attending.
Yeah. So that’s a possibility. It’d be interested to ask a broader set of people. But yeah, I think if your challenge was sales or admin, you know, I think it’s really, really clear that clinics are short handed.
And, and this is one of the things that I’m noticing a lot is that people are really finding it hard to find good people (that includes finding good marketers. Let’s be honest.) And, it’s harder to keep them, right? And clinic teams are run off their feet. They’re, they’re busy. They’re super busy.
And as a result, the service suffers when people are super busy and you get negative reviews and everybody hates negative reviews, right? Nobody likes to see that. And so I think it’s important to consider that as you build a practice, you get busier.
And if marketing is one of the things that you’re focusing on, you are going to get busier if you’re doing it well.
And often what happens is that volume increases, but the staff head-count doesn’t necessarily increase to keep pace for various reasons that I’ve already discussed.
So you want to really prevent people from being overwhelmed. And one of the things that you can do is remove drudgery from their jobs, right?
Nobody wants to do boring things. They want to have things where they have some interest, some mastery and some autonomy.
And so maybe one of the questions that you would ask is,