Shownotes
My guest today is a Physical Therapist, former private practice owner and CEO of Practice Freedom U. He is the author of The Practice Freedom Method: The Practice Owner’s Guide to Work Less, Earn More, and Live Your Passion. Jamey is on a mission to help private practice owners grow their business by working less, earning more and living their best life.
Click here to sign up for Jamey's Online Course
Highlights:
- [00:01:15] Jamey's story of overcoming adversity
- [00:07:01] How to build a 7 figure health practice
- [00:13:08] Why figuring out your ideal customer avatar should be one of the most important things to do in order to have a thriving business
- [00:18:33] Why building your network is so important when you want to have steady stream of new customers.
- [00:30:04] You've gotta hire A Players
- [00:37:44] Know your metrics focus on operating a data driven business
- [00:45:17] Take ownership over your leadership
- [00:49:54] Providing amazing experiences to your customers
- [00:56:01] Control your time to have a healthy balance
- [00:57:59] Jamey's second story of overcoming adversity
- [01:02:11] 3 key take away points to remember
Subscribe So You Don't Miss Out:
- Subscribe to SIP mailing list to get regular updates by clicking here
Listen on your favourite platform - click here
Support This Show:
- Love this Podcast? Click here to leave a review !
- Become a Patreon! Click here
- Follow on Linkedin
- Follow on Twitter
- Like on Facebook
- Follow on Instagram
Enquiries :
Looking To Start A Podcast?
I host this podcast with Captivate, the world's only growth-oriented podcast host™ - you can too, and get your first 7-days on me by clicking here now.
This podcast uses the following third-party services for analysis:
Podcorn - https://podcorn.com/privacy
Chartable - https://chartable.com/privacy
Transcripts
Welcome to the Success Inspired Podcast, a business and personal development
Speaker:podcast to help you accomplish more in life and realize your true potential.
Speaker:And now here is your host Vit Muller
Speaker:Hello, everybody.
Speaker:Welcome to another episode on the Success Inspired Podcast.
Speaker:I'm your host Vit.
Speaker:And
Speaker:my guest today is a physical therapist, former private practice owner, and an
Speaker:author of the practice freedom method.
Speaker:The practice owner's guide to work less, earn more and live your passion by
Speaker:teaching what they didn't learn in school.
Speaker:Covering four key areas, critical for business growth, fail a
Speaker:marketing organization, management, profitability, and leadership.
Speaker:He is on the mission to help private practice owners to grow their
Speaker:business by working less, earning more and living their best life.
Speaker:Please welcome to the show jamie Schreier.
Speaker:Hey Vit,
Speaker:How are you man?
Speaker:I'm good man, I'm good.
Speaker:Great to have you on the show.
Speaker:I had great Jeremy show.
Speaker:Glad to be here.
Speaker:So glad to be down under.
Speaker:you know, I I've been in private practice owner as, as you mentioned.
Speaker:And, and like, most people, I just couldn't work for somebody.
Speaker:I mean, I realized now I'm unemployable.
Speaker:I, I just, it's just, I need to do my own thing.
Speaker:I need to, be responsible for my livelihood, be responsible
Speaker:for my financial wellbeing.
Speaker:So, I made that leap into private practice because that's where you can do it.
Speaker:that, that entrepreneurial thing, although I never really looked at
Speaker:myself as an entrepreneur that was like the seed jobs of the world.
Speaker:and I started my business.
Speaker:My wife was with me.
Speaker:She was my fiance at the time.
Speaker:And I dove right in and I did what everybody does when they start a business.
Speaker:Right.
Speaker:I was working, man.
Speaker:I was working home.
Speaker:Having fun, treating some patients, you know, had had some family
Speaker:come in, had some friends come in.
Speaker:I mean, my dad had 36 different problems that I had to keep, you
Speaker:know, I had to keep the, you know, paying the bills and all that.
Speaker:And then eventually, you know, started getting busier.
Speaker:And when I got busier, the once fun and exciting time of practice
Speaker:ownership, it started to become a little bit more of a little more
Speaker:anxious, little more uneasy feeling.
Speaker:it, it just wasn't fun anymore.
Speaker:And, you know, it was interesting is during this time, here's
Speaker:something that people may not know.
Speaker:And during this time I had an, a, a fire and my whole place burned down.
Speaker:it was a crazy thing, electrical fire on a Sunday afternoon, and
Speaker:the place burned down, but was interesting bit is even before then.
Speaker:I just wasn't happy.
Speaker:I was overwhelmed.
Speaker:My energy.
Speaker:Wasn't the same.
Speaker:I just, I just started looking into the future.
Speaker:What am I doing?
Speaker:All I'm doing is working every day.
Speaker:Seems to saying I'm just working, working dreading Mondays, waking
Speaker:up at two o'clock in the morning.
Speaker:So I finally said, look, when the place burned down, the good news was
Speaker:I didn't have to go to work on Monday.
Speaker:So that was good.
Speaker:And I didn't go to work for the next four months.
Speaker:The other news was I had to decide what the heck I was going to do.
Speaker:So I was either going to quit the profession and just
Speaker:say, this is not for me.
Speaker:This is just too hard.
Speaker:And I'll just do something else.
Speaker:Or I was going to make a commitment, a true invested investment in
Speaker:learning actually how to build a business that delivers great care.
Speaker:I didn't know how to do that.
Speaker:I was the person who provided good care, but I didn't understand
Speaker:anything about business.
Speaker:They didn't teach me this in school.
Speaker:the only thing I did was read them.
Speaker:So my investment in my business education was about $14 and 95 cents, but I made
Speaker:that commitment, thought it would take me a couple of years to do it nine years
Speaker:later, I finally did what I wanted to do.
Speaker:I wanted to build a business, listen to this.
Speaker:I wanted to build a business that day in and day out could be operated by a team.
Speaker:Other therapists could treat people and treat them well, we would bill properly.
Speaker:We would collect money.
Speaker:we would, you know, make sure the place was good.
Speaker:We take care of everybody and I would play a different role.
Speaker:I'd play a role of, of, of directing everybody and, and being the visionary
Speaker:and, really just having more control over my time and network and do all that
Speaker:nine years later, I did it in 2013 and it was the greatest thing in the world.
Speaker:Yeah, man.
Speaker:You're totally right.
Speaker:And that's the whole thing, right?
Speaker:Like when you have a business, it was the whole idea of the business.
Speaker:It's supposed to be, an income generating asset, but sometimes, you know, not,
Speaker:not sometimes actually oftentimes people start business and soon before they
Speaker:realize they actually got themselves a job and they are stuck in there right,
Speaker:Like you actually want to be the director.
Speaker:Like the person that direct as the name suggests directs, not in
Speaker:a, like a dictatorship way, but direct the team direct to the.
Speaker:The flow of the business, where the business is going, and then the
Speaker:actual technical jobs, technical tasks are being done by the employees.
Speaker:And that's why we have employees so well down to that,
Speaker:obviously it takes nine days.
Speaker:Sometimes it takes even longer, right?
Speaker:Oh, absolutely.
Speaker:It takes a long time.
Speaker:And, you know, th th there's a way to do it.
Speaker:and that's what I discovered over the nine years.
Speaker:There was a methodology that I followed, and I started to figure out
Speaker:there actually was a way to do it.
Speaker:And, I started sharing it with other people and other people started to
Speaker:utilize this methodology this system and they started getting results
Speaker:better than I did bigger than I did.
Speaker:And a lot faster than I did.
Speaker:There was people getting results.
Speaker:you know, literally moving themselves from craziness, overwhelm, not making really
Speaker:any money to making multiple six figures having time off in less than 18 months.
Speaker:I mean, it, it blew me away.
Speaker:So that's when I felt like it was the, what we need right now is to be sharing
Speaker:this with as many people as possible.
Speaker:Yeah.
Speaker:I love that.
Speaker:And let's clarify this thing for the listeners because they might think,
Speaker:oh, maybe I should stop listening because this is only going to be for,
Speaker:you know, a medical practice owners.
Speaker:Correct me if I'm wrong, but I think a lot of the business
Speaker:principles would you say they apply to two other business industries?
Speaker:I would say every single one applies to any business you
Speaker:have, because here's the deal.
Speaker:If you are a business owner and you're responsible for generating income and
Speaker:you have something to sell either a product or a service, and you have
Speaker:clients that buy that product or service, then we all do the same thing.
Speaker:The widget we sell.
Speaker:And it's hard to look at it like this, but the widget we sell, the service we do
Speaker:that we help people with that's unique, but everything around that is the same.
Speaker:Like I said, I learned mostly everything I've known outside of
Speaker:the health and wellness field.
Speaker:That means I learned for people that had all kinds of other business and I realized
Speaker:how much it applied to our businesses in the health and wellness field.
Speaker:So yes, absolutely.
Speaker:It related.
Speaker:Hmm.
Speaker:I love that.
Speaker:So what are some of the areas that need to be addressed to build on
Speaker:and grow a seven figure practice?
Speaker:Well, you know, first of all, the biggest challenge we have in, in business is we're
Speaker:getting pulled in a million directions.
Speaker:We have all these to-dos and we never feel like we're accomplishing any of
Speaker:them because there's always more to do.
Speaker:And we have this, this ideal of what we want, but it just seems
Speaker:like every day is kind of the same.
Speaker:So one of the first things we have to do, if not the first thing
Speaker:is just like, we go on vacation.
Speaker:If you go on vacation, what's the first thing you have to determine
Speaker:where you're going to stay.
Speaker:You gotta determine where you're going.
Speaker:Right.
Speaker:So many of us, we open our business and what do we do?
Speaker:We jump right in the car.
Speaker:We put the pedal to the metal and we just go, where are we going?
Speaker:I don't know.
Speaker:I just need to work.
Speaker:I need to get people in.
Speaker:I need to get people in.
Speaker:So the first step that we have to do is we have to determine our destination.
Speaker:We actually have to know where we're trying to end up.
Speaker:What is our goal?
Speaker:You know, as, as Stephen Covey said in his book, seven habits of highly successful
Speaker:people, he talked about always begin with the end in mind, will in this case,
Speaker:in your business, whether you're just starting, you've been in 10 years, you
Speaker:have to be clear in what is "the end".
Speaker:Now, of course, it never really ends.
Speaker:You continue to grow, but there needs to be at this stage of the
Speaker:game, a destination that is the absolute first step in this thing.
Speaker:And then the second step, which really isn't, it's more
Speaker:of a subset of the first one.
Speaker:The second one is to why is this destination important?
Speaker:So if you're taking a trip and you want to go, let's say to the states, which of
Speaker:course you're going to have to fly here.
Speaker:Well, why the states, why are you going there?
Speaker:Why aren't you going somewhere else?
Speaker:Because you need to get really clear and resonate with this goal, with this vision
Speaker:that you have, if not, it becomes empty.
Speaker:And initially you might be able to get away with that.
Speaker:But if you want to become a seven figure business, even maybe if you're right now a
Speaker:hundred, 200, $300,000 a year business, if you want to get there, you're eventually
Speaker:going to have to hire people, which was one of the later steps, but you're
Speaker:eventually going to have to do that.
Speaker:And when you do that, you're going to have to attract them.
Speaker:And the only way to do it is to be clear in where this ship is
Speaker:sailing, where you are going.
Speaker:So by doing this work in the beginning, gives yourself clarity of where you
Speaker:want to go, and it helps you then create a path and a plan to get there.
Speaker:So, number one, where are you going to go?
Speaker:What's the location?
Speaker:Number two was the sub set, figuring out where exactly
Speaker:you want to be like location.
Speaker:Where are you going to find the
Speaker:employees?
Speaker:Call number one, determine your destination.
Speaker:One, one a is why like Simon Sinek start with why?
Speaker:Why is this important to you?
Speaker:Because this is your business.
Speaker:What you're doing has to inspire you.
Speaker:It can't just be jumping in the car and let's start doing it, man.
Speaker:Let's start doing it.
Speaker:You will wear yourself out.
Speaker:You're the most important aspect of this business and just working harder
Speaker:and harder and harder is not going to get you where you want to go.
Speaker:You're going to run out of time and you're going to burn yourself
Speaker:out and be an overwhelmed.
Speaker:So number one, determine the destination.
Speaker:Number two, once you're clear on that destination, you have
Speaker:to dial in who is your avatar?
Speaker:Who is your ideal client?
Speaker:Here's one of the biggest challenges that are out there.
Speaker:The problem that is out there is we try to be everything to everybody.
Speaker:We don't have a strong niche.
Speaker:We do whatever we gotta do.
Speaker:And this comes down to two reasons.
Speaker:One, when we start out in business, it's mostly just us where the solo preneur,
Speaker:and we have a lot of skills and we can help a lot of different kinds of things.
Speaker:And too, the reason we do this is because damn we've got bills to pay.
Speaker:I'll see anybody, and everybody my saying used to be, give me anybody with
Speaker:a pulse and insurance and the insurance is off or the pulse is optional.
Speaker:I didn't care about it.
Speaker:They had a pulse as long as I can bill their insurance.
Speaker:I didn't care.
Speaker:Well, I realized that was a really bad way to think about my ideal clients, the
Speaker:people that I truly want in this business.
Speaker:So number two is you got to determine who is your avatar and really dive into that.
Speaker:Get really clear around that.
Speaker:Because that's going to drive your marketing as well, right?
Speaker:Like, I mean, you still need to promote an and in the example of what
Speaker:we're talking about here as medical practices, you still need to be able
Speaker:to promote your medical practice.
Speaker:And are you going to just be vague and just say, Hey, anybody
Speaker:that scope pulse come and see us?
Speaker:Most people want to dive into marketing and they have no idea
Speaker:who they're actually marketing to.
Speaker:So one of the, one of the biggest problems is Vit is if you're not clear on who your
Speaker:avatar is, then how are you going to be clear on the messaging to the avatar?
Speaker:How are you going to be able to connect with the pain points and the challenges
Speaker:and the problems that this person has?
Speaker:You're going to be sending a general message out there and let's face it.
Speaker:Every single person that's going to be listening to this we're all specialists.
Speaker:We might be commoditized in our industry.
Speaker:You know, training is training therapy is therapy and therapists are therapists,
Speaker:but the reality is whatever's going to differentiate us, is going to be
Speaker:dialed in with the person that we help.
Speaker:And we provide a unique selling proposition to the most.
Speaker:And that's why getting very clear on who is the person that you can deliver
Speaker:the best service to that inspires and energizes you is paramount,
Speaker:which is why it's the second step.
Speaker:So just to give a bit of context for our listeners, what would be some
Speaker:like, some examples of practices that do it well and how do they
Speaker:differentiate?
Speaker:Yeah.
Speaker:So practices that do it well for, avatar or ones that are clear on well, is
Speaker:your avatar, more of male or female?
Speaker:Is your avatar, married, single, what are the hobbies that your avatar has?
Speaker:where do they live?
Speaker:what's their socioeconomic status, you know, are they professionals
Speaker:or are they more blue collar?
Speaker:Are they, seniors or are they kids?
Speaker:Right.
Speaker:So you might have a practice.
Speaker:That's a bit more of a premium service, which then requires a bit more of affluent
Speaker:customer, for example, more customer, a patient, who can afford those services.
Speaker:So that would then govern you to make sure that your avatar, who you're
Speaker:targeting is somebody that's more higher income earner, for example.
Speaker:You get to choose who your, who your ideal client is.
Speaker:You got to choose that first.
Speaker:And hopefully what you're doing is choosing that based
Speaker:on what you like to treat.
Speaker:If you like to treat people that are more high affluent people, because you have
Speaker:a cash based boutique type of business that you charge $250 a session we'll
Speaker:then you want to get clear on that kind of person, because you connecting and
Speaker:communicating to that kind of person is going to be very different than
Speaker:if you're communicating to a person because you're charging $50 a visit.
Speaker:It's a different type of person.
Speaker:And let's say you like to specialize in athletes.
Speaker:Well, communicating and connecting with athletes, it's going to be very
Speaker:different than if you like working with 65 year old and older kind of seniors.
Speaker:So this avatar helps you to create a picture.
Speaker:Of who you primarily are going to, target and market to here's the
Speaker:question I often get, but Jamey I, I can see more than just that one
Speaker:person and the answer is yes, you can.
Speaker:But here's the, here's the problem.
Speaker:We're looking at this as a way to best use our time and the best use our resources.
Speaker:So we have to narrow down our focus to be able to communicate
Speaker:specifically with a particular person.
Speaker:Although what's going to happen is you're going to get other people coming
Speaker:in that you didn't directly target, but they wanted to come see you anyways.
Speaker:Which of course you're happy to take care of, but here's, here's what doesn't work.
Speaker:What doesn't work is you being the generalist.
Speaker:Look, we are in the profession, whether it's physical therapy, whether
Speaker:it's personal training with a health club, whatever it is, we are in the
Speaker:profession of specialties, when you have a back problem, would you
Speaker:go to the general orthopedic or would you go to the back specialist?
Speaker:Well, I'd go to back specialist for sure.
Speaker:Right?
Speaker:You'd go to the back specialist, even if they both had the exact same
Speaker:education, but because that person has back specialists and you've seen some
Speaker:of their content, you've seen maybe some of their emails, you've seen them, then
Speaker:you were like, I know they can take care of me and potentially help my problem.
Speaker:Now, if you had a friend, let's say that that was, you know, friendly
Speaker:with the general orthopedist and they made that connection.
Speaker:Okay.
Speaker:That might happen on that angle, but we're talking about who you're going to
Speaker:predominantly communicate and market to.
Speaker:So we need to make sure that we are marketing with our.
Speaker:future client in mind.
Speaker:And we have to be super, super clear because if not confused people
Speaker:don't you ever heard that saying great marketing saying, right?
Speaker:That means anytime.
Speaker:Say it again.
Speaker:Say it again.
Speaker:That was good.
Speaker:Confused people, don't.
Speaker:It means anytime someone is confused, they will take no action.
Speaker:You give them 50 choices.
Speaker:They won't choose any.
Speaker:You give them small, medium and best value.
Speaker:They're going to choose best value, 80% of the time.
Speaker:So if we say, oh, by the way, I specialize in neck, back, nose,
Speaker:eyes, shoulder, knee, hip, ankle.
Speaker:They're going to be like a one trick pony.
Speaker:Hey, I bet I specialize in the spine and helping you get back
Speaker:to the activities you love doing.
Speaker:And we do it quickly and we do it without any hassles of jumping through hoops.
Speaker:Oh, yeah, I'm going to go with that person.
Speaker:So by doing this avatar, we start to build this picture of the person that we
Speaker:want ultimately to attract, knowing that we're going to get other people as well.
Speaker:let me guess that's going to govern your marketing and your ROI, and
Speaker:you're going to have predictability in your business because you're going
Speaker:to know that where are you investing your money in towards promotion?
Speaker:It is, it is so tried and true.
Speaker:It makes so much sense when you think of it this way.
Speaker:But unfortunately we don't think of it this way.
Speaker:We weren't trained to think that the dislike way it's not their fault.
Speaker:It's not your fault.
Speaker:We just weren't trained to look at it.
Speaker:So yes, if you're a small business that you're in that a hundred, 200,
Speaker:$300,000 range, and you want to get to that next level, that's six, 700.
Speaker:And then you want to go to that next level, which is the seven figures.
Speaker:Yes, you need people in the door.
Speaker:Now you have enough, you have a vision of where you're going.
Speaker:You have a destination of where you're going.
Speaker:You know what you want to do?
Speaker:You have a clear avatar, an ideal client of who you want.
Speaker:Now it's all about building your network.
Speaker:Here's how it's going to start out.
Speaker:Any person has ever started a business from the ground up, started
Speaker:generating referrals the same way.
Speaker:What we did is we relied on our friends, family neighbors.
Speaker:And perhaps some people we worked with at our previous job, that's how we did it.
Speaker:That's how we get, got it going, which is great.
Speaker:But eventually what happens is that starts to die out, right?
Speaker:You start to get busy and then all of a sudden the referrals don't come in because
Speaker:you went through your, initial people.
Speaker:So now you have a choice.
Speaker:There's a lot of different ways to do it.
Speaker:At this point.
Speaker:You could, put some money into digital measures, right?
Speaker:You could build your website, you could throw a lot of money
Speaker:into Facebook or LinkedIn.
Speaker:you could really, you know, put thousands of dollars into branding yourself.
Speaker:That's an option you could do advertising.
Speaker:you know, you could do pay-per-click you can, host events.
Speaker:There's lots of things you can do, but what I've found the most effective way
Speaker:and the most economical way, because most of the people that are starting
Speaker:a business at this level don't have any money, but they do have time
Speaker:is to build your referral network.
Speaker:That is number three, step three.
Speaker:So why, why are you doing this is because as specialists, people are referred, I
Speaker:live in a neighborhood that has 400 homes.
Speaker:We have this, we have this thing called listserv.
Speaker:It's like an, it's like an email thing just for the neighbors.
Speaker:Right.
Speaker:Are you familiar with that?
Speaker:It's like some communication thing just for the people in the neighborhood.
Speaker:So if some weird person is walking, you'll say I see a weird person walking
Speaker:the neighborhood and people will respond.
Speaker:Right.
Speaker:Right.
Speaker:One of the biggest things that is used is people ask for recommendations.
Speaker:And I've never heard someone say, Hey, I'm just looking for a personal
Speaker:trainer that specializes in anything.
Speaker:I need a physical therapist just to help me with a general problem.
Speaker:Everyone always says, I'm looking for someone with a specific blank.
Speaker:I'm looking for a plumber to help me with my toilet.
Speaker:I'm looking for a therapist that can help me with my knee.
Speaker:I'm looking for a doctor that can help me with this.
Speaker:People are looking for specialists and specialists are referred to by people
Speaker:they know like, and trust, which is the network in which you're building.
Speaker:So what you can do, you can also flip it on the other way around.
Speaker:It's what they say, what they're looking for specifically.
Speaker:You can also say the same thing I'm looking for.
Speaker:Let's say five, five athletes or three athletes that are preparing for
Speaker:Olympics that are struggling with, with knee pain or something like that.
Speaker:Well, yeah, depending on your marketing strategy, but this particular strategy
Speaker:is really about building your network of influencers, because you can spend your
Speaker:time going after one person at a time.
Speaker:But I like to leverage my time.
Speaker:I'd rather build a relationship with someone that has, influence over hundreds
Speaker:of potential, patients and customers.
Speaker:For me, such as, you know, an orthopedist, they can send a lot of
Speaker:back people and a lot of athletes to me, we used to specialize it in runners.
Speaker:So we would work with running coaches and boutique running clinics and people
Speaker:that also specialize in runners, but did it in a different way than us.
Speaker:So by building your list, Of potential influencers or
Speaker:potential referral partners.
Speaker:Yes.
Speaker:It may take a little longer to build a relationship, but you're
Speaker:also building a foundation.
Speaker:Well, you're going to continue to get referrals again and again and again,
Speaker:because you're going to have a solid relationship, not something that's held
Speaker:by silly string that can break as soon as someone else goes after that person.
Speaker:And all of a sudden, you start, you stop getting referrals.
Speaker:So that's the huge premise that I learned that I never did when I started
Speaker:my practice for the first several years, I didn't go after any doctors.
Speaker:I didn't go after anybody like that.
Speaker:I just went after individual people.
Speaker:But what I realize is when you build 10 20 relationships and they're sending you
Speaker:a couple of people a month, your business starts to ramp up quick and you start
Speaker:to hit that seven figure mark easily.
Speaker:The keyboard you said is scale the scalability, right?
Speaker:I definitely liked the strategy referral strategy because
Speaker:it's such a great strategy.
Speaker:Like if you can really nail it down and whether it's your referral partner
Speaker:at work, or whether it's referral strategy of your customers, by having
Speaker:some amazing system of, you know, their initial experience, and let's
Speaker:say they, they, they come in and you shop and they buy something.
Speaker:And then there is the follow up, you know, where you amaze them, have
Speaker:another thing and kind of say, you know, Hey, if you, if you, you know, like
Speaker:maybe even, like I say, Hey, here's a thank you for, for visiting us.
Speaker:And thank you for buying this.
Speaker:And by the way, here's a little free gift that you can give to some money.
Speaker:Like when you get those system nailed down, that, you know, they work and,
Speaker:and, and you've got even like metrics and conversion on how many of your hundred
Speaker:people actually do give it to them.
Speaker:And they come in when you have.
Speaker:Then you actually have a predictable, understanding of when you get a
Speaker:new customer, you get three other ones, those three other ones
Speaker:will get you nine other ones.
Speaker:Like when you can like, really like, have it set up like that, that's then
Speaker:you're winning and that's that's, you know, then let's say, if you do then
Speaker:decide to do paid advertising to acquire one customer, you know, that let's say
Speaker:it's costing you $200 to acquire that one customer, but you also know that
Speaker:they are going to refer you nine, 1,000 because your, referral system is so dial
Speaker:down, then, then you're winning right?
Speaker:Yeah, sure.
Speaker:So, you know, what I've learned is, and I've worked with hundreds and
Speaker:hundreds of business owners, and it's a, it's a tried and true way when you.
Speaker:Look, we're all in smaller communities.
Speaker:You know, if you have a, an online type of business, then this still works,
Speaker:but it works in a different capacity.
Speaker:But if you have a business where it's fairly local in your community, then
Speaker:influencers, hold a lot of weight.
Speaker:So when you start building those relationships and you get referrals,
Speaker:now what you can do is start leveraging those relationships and
Speaker:leveraging your reputation there.
Speaker:Now, your online marketing and some of the things that you're referring
Speaker:to become much more powerful.
Speaker:If you're not really known around, then you can be doing
Speaker:some really great online work.
Speaker:But ultimately that person is going to ask someone, Hey, I was
Speaker:thinking about going to Jamie's place at Schrier physical therapy.
Speaker:What do you think?
Speaker:Oh, you know what?
Speaker:I don't know about them, but you got to see my person.
Speaker:They're great.
Speaker:And they specialize in back pain.
Speaker:Oh, okay.
Speaker:I'll see your place.
Speaker:Because as specialists, we are referred to.
Speaker:We are someone that people recommend to us.
Speaker:We use our networks of influence.
Speaker:So that's why I put the step as building your network before focusing
Speaker:on some of the funnels and all that.
Speaker:It doesn't mean it can't come quite simultaneously, but as you know, it takes
Speaker:some technical know-how and some skills and some capability, to be able to do it.
Speaker:And if you're using, you know, some of the paid advertising platforms,
Speaker:it takes some darn money because you got to figure out how to dial it in,
Speaker:and that doesn't happen overnight.
Speaker:but building relationships, we all have the ability to do that.
Speaker:And if we're in a town, most likely, we already have some really good warm
Speaker:relationships that we can start with and then start reaching out to some
Speaker:of the relationships that we don't have yet, but start building them up.
Speaker:and it, it happens, predictably when you start building your
Speaker:net network of inluence.
Speaker:But it also takes a takes a bit of time to build that trust.
Speaker:Like I remember when I was a personal trainer, I did exactly this.
Speaker:Like, I mean, I did, I did have a website.
Speaker:It was actually the first thing I did.
Speaker:I have a website and, you know, and then I focused on delivering great
Speaker:service to my clients and, you know, hoping that they refer me, but relying
Speaker:on a client's referral, doesn't always like work unless you've got a really
Speaker:good system and I didn't at the time.
Speaker:but what I started doing, I went to physio, had a bit of a knee
Speaker:pain and then I start, you know, thinking maybe, you know, like maybe,
Speaker:maybe there could be some synergy.
Speaker:And so, so, you know, I pitched it to him and said, man, whenever you have
Speaker:somebody who, once you've treated them, once they are ready to come back to
Speaker:training, why don't you refer them to me?
Speaker:But it didn't happen, you know?
Speaker:Cause, like I went straight for the sale.
Speaker:I went straight to straight for the kill, you know, I didn't realize, you
Speaker:know what, I actually need to spend a bit more time with this physio guy.
Speaker:I need to maybe take him out for coffee, get him to know him and get
Speaker:him to, feel comfortable with me so he can trust me knowing that when he does
Speaker:refer people, there'll be looked after.
Speaker:He didn't know if I'm doing a good job or not.
Speaker:Right.
Speaker:So that's one thing.
Speaker:It takes a bit of time to build that trust.
Speaker:But once you do it,
Speaker:It's the mistake we all make, it's like the dating game.
Speaker:It's like, you're walking in, you meet someone for two minutes and
Speaker:you're like, Hey, you want to go away with me for, for the weekend.
Speaker:They're like away with you for the weekend.
Speaker:I just, I don't even know your name.
Speaker:You know, it just doesn't, it just doesn't work.
Speaker:You've got to build rapport.
Speaker:You got to build an affinity.
Speaker:You got to build that T word.
Speaker:You got to build that trust.
Speaker:And when you're ready to put the time in and be the farmer, not the
Speaker:rancher, you know, the difference in the farmer and the rancher.
Speaker:Ranchers, just slaughtering, man.
Speaker:You want steak tonight?
Speaker:You take that cow.
Speaker:You kill that cow.
Speaker:We're eating meat tonight, but the farmers all about cultivation, the farmers all
Speaker:about sowing the seeds, putting the water, putting the right chemicals in
Speaker:the, in the right things for the soil.
Speaker:But once that thing starts growing, it continues to grow and continues
Speaker:to come up again and again and again.
Speaker:So this, this isn't the wham bam, thank you man.
Speaker:Approach.
Speaker:This is the approach to build a sustainable seven figure company, not to
Speaker:just go up and down and go up and down, which so many people do they market.
Speaker:They go after the quick, I want it now rancher approach, and
Speaker:I'm not saying it doesn't work.
Speaker:It will work.
Speaker:It's just not sustainable.
Speaker:Then it starts to go back down and then you do it again.
Speaker:You get busy, so you stop doing it.
Speaker:and it's, it's the rollercoaster that so many of us take.
Speaker:So again, it's the other way.
Speaker:It may work.
Speaker:It may be short-lived, but I'm teaching you the seven steps to a
Speaker:seven figure business, not just the seven steps to get a few patients for
Speaker:the meantime until a month from now, you're back down to where you were.
Speaker:Anyone can figure out that, that game.
Speaker:And the really good thing about doing it this way is that there is an end.
Speaker:Like if you aren't planning for an end game, let's say to retire in your
Speaker:sixties or whatever, whenever, and you want to sell your business by having a
Speaker:structured system, that's predictable.
Speaker:The value of the business is going to go up a so you can get more money for it.
Speaker:And B if you've got it all systemized and you can show us a somebody, you
Speaker:know, these are my metrics, these are proud improvement metrics.
Speaker:This is how it all works.
Speaker:Then it's going to be also easier to sell it.
Speaker:Yeah.
Speaker:So we've got three steps.
Speaker:We've got destination.
Speaker:We figured out our why we know what our ideal client is, who we want
Speaker:to target our local clear, because this is a local based business.
Speaker:I'm talking about practice here.
Speaker:and then you've got your, you started building your referral network,
Speaker:which you started to maybe, you know, trickled through some new,
Speaker:some new referrals from new clients.
Speaker:What's the next step.
Speaker:All right.
Speaker:So what happened is you start building your network.
Speaker:You start getting more referrals.
Speaker:What happens when you get more referrals?
Speaker:Now you get busier.
Speaker:What happened?
Speaker:When did you get busier?
Speaker:All the other stuff that it takes to run your business, you can't
Speaker:do including doing what it took to get you busy, which is building and
Speaker:nurturing and maintaining relationships.
Speaker:So now the next step is you need help.
Speaker:Help is all about hiring.
Speaker:You gotta hire a players.
Speaker:That's what step number four is.
Speaker:And hiring has a lot of components.
Speaker:So hiring is all about knowing the type of person you want to hire.
Speaker:What are the, what I like to say is you hire for character and train for skill.
Speaker:And what that means is the mistake that people make is they hire someone
Speaker:that the resume looks good and you're like, yeah, yeah, come on.
Speaker:I want to hire a rockstar.
Speaker:You seem like it, it, and you hope and pray that this person kind of knows
Speaker:what you know, and can do some of the things you can do, whether it's a front
Speaker:desk or administrative, or maybe if you have other, trainers working for you.
Speaker:And the mistake is you're leaving it way too much to chance you might
Speaker:get lucky and run into a rock star.
Speaker:But I found that.
Speaker:I'd rather not try to hire rockstar.
Speaker:I'd rather develop a rockstar.
Speaker:So the kind of people that we want to hire, as you want to get clear on the
Speaker:type of traits and characteristics that people have, what do they value?
Speaker:Because to me that's more important , Vit if you don't believe in
Speaker:integrity, if you don't believe that, lifelong learning and doing what's
Speaker:right is just innate who you are.
Speaker:Dude, you can't work for me because those values are set
Speaker:in, in, in my belief system.
Speaker:So you might have the greatest resume in the world and all this experience,
Speaker:but if you don't have those core things, we're going to start to have problems.
Speaker:So the thing I encourage people to do is spend time, not just writing the job
Speaker:description of the position you want.
Speaker:For most people, it'll be some type of admin type of stuff, because I've never
Speaker:met someone that is a, a trainer health care provider, whatever love the admin
Speaker:parts you're going to hire probably someone like that first, make sure you're
Speaker:clear on not only the job description, but the type of, personality and character
Speaker:they have and make sure that is in line, with you, because if not, we tend to
Speaker:hire out of desperation because we get to this point of being really, really
Speaker:busy and we just need anybody to help us.
Speaker:And we don't take the time to hire what will turn out to be someone
Speaker:that's going to help make us or potentially be cost us a lot of money.
Speaker:So hiring is absolutely step number four, making sure that there's a job
Speaker:description, making sure you're clear on the type of characteristics you want.
Speaker:and then also hiring isn't just them signing the agreement or the offer
Speaker:letter hiring is also making sure you're training them because just
Speaker:because you hire someone doesn't mean they're going to be properly trained.
Speaker:Even if they quote did those same position for someone else, do you really want to
Speaker:leave it up to someone else to train them?
Speaker:Even though they don't work there anymore, for whatever reason.
Speaker:So, this is where some time has to be put into.
Speaker:You don't have to reinvent the wheel there's things out there that you can
Speaker:grab from, but this is where it's really important, not just to make sure you
Speaker:hire the right person, but make sure you onboard and train this person.
Speaker:So they're actually doing the job the way you want them to do the job and not
Speaker:rushing it through hoping that they do the job correctly while you just focus on, you
Speaker:know, providing the services and stuff.
Speaker:Absolutely.
Speaker:And you say the word integrity.
Speaker:I think in a medical practice, like, I mean, in any practice, I mean, in life
Speaker:like that, that character is like that trait, like having a strong integrity,
Speaker:you know, saying doing, when you say something you're going to do and you do
Speaker:it, and if you screw up, you know, you're gonna, you're gonna, What's the word,
Speaker:you know, like you're going to own it.
Speaker:You're going to own up to it.
Speaker:That's right.
Speaker:You're going to own up to it.
Speaker:And it, and I would assume in a practice, if you've got somebody doing
Speaker:the admin and the reception, there's a big need on attention to detail.
Speaker:for, for, for, for the clients, what they say, who they are, keeping notes,
Speaker:building that history of the clients that come in regularly, attention to detail.
Speaker:When it comes to appointments.
Speaker:You want someone who's outgoing.
Speaker:Who's an extrovert who actually likes people.
Speaker:You know, how many, business owners I work with that has a front desk
Speaker:that the person flat out says they don't like people that much.
Speaker:They're the forward facing person of your company.
Speaker:They flat out told you.
Speaker:I don't really like people they're introvert.
Speaker:They're kind of meek.
Speaker:They don't show up strong for your brand for your company.
Speaker:And this is the person they have at the front.
Speaker:That's costing them a fortune because they're going to turn people off
Speaker:and actually a really good point because, a lot of technicians,
Speaker:a lot of, a lot of technicians tend to be introverts sometimes.
Speaker:Like, let's say, if you are the practitioner, you're a
Speaker:specialist on a back band, you might be a bit of an introvert.
Speaker:You're really good at what you do, but you're not really like, you know,
Speaker:into like chit chat and all that.
Speaker:So it's good to balance it out with somebody that you have on a front,
Speaker:front, front facing side of the business on the first section there's so the
Speaker:customers fall in love with them, but they also fall in love with the service
Speaker:yeah, I love saying this.
Speaker:And I'll say, for your guys, your front desk person, your person answering the
Speaker:phone that forward facing is the most important person in your business they
Speaker:can make or break it, no matter how talented you are, at your skill level.
Speaker:That front desk can make or break it.
Speaker:your cancellation could be sky high.
Speaker:The phone doesn't get answered.
Speaker:They piss people off because the miscommunication around bills are not
Speaker:attentive to people's needs so many areas that can hurt your business.
Speaker:Even though you're providing good quality service.
Speaker:So having a good forward facing person is critical.
Speaker:And that's typically where the hiring begins.
Speaker:Of course, as you begin to grow your business, you'll hire other people.
Speaker:You'll hire other revenue, producing people like other trainers or
Speaker:therapists, or what have you, the same process goes, you put the job
Speaker:description together and you put, what are the characteristics we want?
Speaker:What are the skills, the technical things that we want.
Speaker:and, and then you go through that interview process, making sure
Speaker:that they checked the boxes and not getting caught up with the emotional
Speaker:desperation of, I just need somebody.
Speaker:Most people hire too late.
Speaker:When in doubt, hire someone before you think you need them.
Speaker:Yes.
Speaker:Might be a little bit more of an investment.
Speaker:But it will get you out of hiring the wrong person, which research
Speaker:has shown will cost the company multiple times of the investment
Speaker:that they're making into somebody.
Speaker:Yeah.
Speaker:It tends to happen when you do it too late, because now you're scrambling
Speaker:and you not paying attention to detail.
Speaker:Yeah, absolutely.
Speaker:All right.
Speaker:So we've got, we've got our front facing person now where
Speaker:we get to go on the next one.
Speaker:What's the next one?
Speaker:Well, now we're getting to a, your favorite, cause you brought it up
Speaker:so many times, know your metrics.
Speaker:Now we get into understanding, managing your metrics, know what your
Speaker:numbers are, get into your mind that you operate a data-driven business.
Speaker:Why is this important?
Speaker:Because data is objective.
Speaker:Data has no emotion to it.
Speaker:It's just numbers.
Speaker:Right.
Speaker:If you don't know what your numbers are, you don't know
Speaker:how many people you're seeing.
Speaker:You don't know your cancellation, you don't know your conversion rate to
Speaker:someone that's referred to you, versus someone that converts into a new client.
Speaker:If you don't know how much someone is worth to you, like what's the
Speaker:average package that you sell, or what's the average worth of a visit.
Speaker:If you don't know some of these key performance criteria, then
Speaker:you're going to use what you think is happening in the business.
Speaker:And here's what I'm 100% positive.
Speaker:You are going to be biased on what you think is happening in your business.
Speaker:You're not going to see the picture for what it is.
Speaker:You're going to see what's happening with your own lens.
Speaker:That has all kinds of faulty views on it.
Speaker:Even if you're right on one little thing, you could be wrong on another.
Speaker:What metrics does is get you out of that emotional world and
Speaker:just looks factually on a page.
Speaker:We call this page a dashboard and just looks at the numbers.
Speaker:The numbers is a history lesson.
Speaker:It's a history of what happened in the past could be yesterday,
Speaker:could be last week, could be last month could be last quarter.
Speaker:It's a history of what has.
Speaker:And once you have those numbers, now you're able to look at things like trends.
Speaker:You're able to look at well, how well is my front desk?
Speaker:My admin person doing well, instead of saying, Hey, I really
Speaker:think you're doing a good job.
Speaker:I'm going to give you a raise.
Speaker:You can say, you know what, you're absolutely doing a good job.
Speaker:Look, you have less than an 8% cancellation.
Speaker:The utilization of the schedule is packed and people are giving us five star
Speaker:reviews and saying how great you are.
Speaker:That's objective information.
Speaker:That's what you want to rely on.
Speaker:And too many times we are emotional beings.
Speaker:We are high intellects and experts at our craft, and we don't use
Speaker:metrics and objective data to manage how our business is doing.
Speaker:We use.
Speaker:Just what we think is going on.
Speaker:And that is just too expensive and there's no way you're going to be calm, a
Speaker:seven figure business working like that.
Speaker:That's a such an important message that you just said,
Speaker:knowing your metrics, speakers.
Speaker:I can't even, I can't remember how many times I've met somebody
Speaker:or even work for somebody.
Speaker:And, you know, they were like a super small business owner.
Speaker:They kind of, you know, they maybe didn't even have like a very, very much of a
Speaker:background in business, but they just maybe bought a franchise that just, you
Speaker:know, bought a business or, or, or, you know, maybe somebody in their family died
Speaker:and in there and they, what's the word.
Speaker:They heard it, they inherited it, whatever.
Speaker:Right.
Speaker:And then they, they maybe have run it for a few, few years.
Speaker:And then now they feel like they know the business and they call themselves
Speaker:a business owner and then to hire you, and then they just tell you how it is.
Speaker:And like that's, you know, and they just say, oh, you know what,
Speaker:I've always done it by gut feeling nice that, you know, thing.
Speaker:I know where the wind's blowing.
Speaker:I know where it's, you know, and I know what the next best
Speaker:thing is, what you saw, right?
Speaker:Like it's, this is all subjective.
Speaker:This is all just in their own head.
Speaker:And there's no actual, like black and white, like it's, it's,
Speaker:it's just someone's thoughts.
Speaker:That's all.
Speaker:It is just someone thoughts or the same, or like going to like
Speaker:a team meeting at work, you know?
Speaker:And like, everybody's just throwing ideas and, and it's actually, that's
Speaker:another really important one I've I've observed is you might have a team
Speaker:meeting and you might have somebody that does understand the metrics
Speaker:and, you know, pitches an idea.
Speaker:That's probably a really good idea, but then you've got a few other peoples
Speaker:that are maybe less experienced, but they're more influential in terms of
Speaker:being able to sway, the rest of the team.
Speaker:Right.
Speaker:They use, they use things, they say the words, things like, ah, you know,
Speaker:everybody, all the customers, they say.
Speaker:They all been telling me the whole day, all like the whole, like all these little
Speaker:tactics and, and people don't even, they might not even realize they're
Speaker:doing it, but they are swaying the team.
Speaker:And before, you know, it, they initial idea of that other guy that , that
Speaker:said at 80, that was based on numbers.
Speaker:And that actually would have been a really good idea.
Speaker:Nobody's going to that idea.
Speaker:Or even, or even maybe it's been dismissed because the other person is
Speaker:completely like, you're swayed everybody.
Speaker:So
Speaker:w we call it, when people talk like that, we call it the collective day.
Speaker:Well, they, they said this everyone's doing this.
Speaker:And it's like, who's everyone.
Speaker:That's right.
Speaker:You have to, you know, all of them, who's them.
Speaker:And you start to, you start to reframe them that they're just
Speaker:speaking in general tongues.
Speaker:That's right.
Speaker:You're clear on, well, I can tell you, 18% of our people are not coming in.
Speaker:They're canceling on us.
Speaker:Maybe they don't see the value in which we're providing.
Speaker:So how can we help them see that and reduce that number as a result?
Speaker:So it allows the, the, the owner to begin to communicate
Speaker:with the team that hiring one.
Speaker:There's a lot more to that hiring one.
Speaker:There's like you said, there's having regular meetings and communication.
Speaker:There's having expectations of their role in using the metrics as part of that.
Speaker:So there's a lot more, to that, but, but to your point, if we're not speaking
Speaker:in, you know, objective language, it becomes this subjective personal stuff.
Speaker:In other words, I start to blame you personally.
Speaker:There's so much research that says the best companies in the
Speaker:world, focus on the process.
Speaker:They support their people, but they realize that that if there's a problem
Speaker:with the company, there's a, there's a 94% chance Edwards Deming came up with this.
Speaker:There's a 94% chance that the process is broken.
Speaker:So that means there's only a 6% chance that might be a
Speaker:character flaw in the individual.
Speaker:What does that say?
Speaker:When I hear someone saying something's not working, whether it's a therapist
Speaker:or a trainer or front desk, they always attack the person individually.
Speaker:They never look at the process that the person's following.
Speaker:And you know why?
Speaker:Because most of the time there isn't on.
Speaker:It isn't clear, what's expected of them.
Speaker:They are so confused of what they're supposed to do.
Speaker:They're just doing the best they can.
Speaker:Then the owner gets mad at them and attacks them personally.
Speaker:They don't care.
Speaker:They're trying to sabotage me.
Speaker:They got issues with money.
Speaker:They think all I care about is money.
Speaker:You know, all these stories that get in our head, the way you start
Speaker:handling those stories is you start by getting clear with objective data.
Speaker:And this is where leadership strong leadership comes from, you
Speaker:said, you said at the beginning, you know, integrity on the ship.
Speaker:If you're on a business and you start blame somebody for doing a poor job
Speaker:and you haven't got a system, well, then, then you are the one to blame
Speaker:because you've got a poor leadership.
Speaker:You haven't properly let them, you haven't properly lead by example, you haven't
Speaker:like, yeah, that's, there's a really good book by Jocko Willink, but called
Speaker:extreme ownership where you like extremely assess what you're doing, like extremely
Speaker:assess to a point of this, for example, like, have I actually laid down the path
Speaker:for somebody to follow it or did I just tell them, do this and then, you know,
Speaker:hope that they're going to do it right?
Speaker:But then they don't because they're not being properly, let so important.
Speaker:But then, you know what that takes, I'm a Michael Jackson fan.
Speaker:One of my favorite, Michael Jackson songs is man in the mirror.
Speaker:It takes looking in the mirror and saying, the problem is actually you.
Speaker:And it's hard for us to do that.
Speaker:I'm sure you've done that.
Speaker:I've done that on more than 50,000 times of saying, Jamie, the problem
Speaker:here is you stop blaming someone else.
Speaker:You need to upgrade you.
Speaker:And that's to the point of, well, you referenced Jocko, great, great books
Speaker:he has, but that's to the point of you have to look at what can you do,
Speaker:to better that situation and not just attack the individual person.
Speaker:And there's a good chance is you haven't been clear in what you expect.
Speaker:You haven't properly trained the person.
Speaker:There's not any kind of outline or process or template for them
Speaker:to follow, or perhaps a script.
Speaker:You know, usually it's something at least 97% of the time, it's that that's
Speaker:the issue, but we keep attacking people.
Speaker:Then they leave and then we have to hire someone else that you'll
Speaker:never get to the level you want to get to operating like that.
Speaker:So that's why, you know, focusing a lot of hiring and really dialing in
Speaker:those metrics become really important.
Speaker:in this, in this methodology
Speaker:and the second, the second skill set also, I feel like obviously the first
Speaker:one is leadership, like extremely the ship, extreme ownership, but the
Speaker:second one, when it comes to dealing with people, I feel like, because
Speaker:you say, look in the mirror and you know, when you realize the problem
Speaker:is you, you need to upgrade yourself.
Speaker:So one of the upgrades.
Speaker:get like extreme with what you need to fix up your, if your
Speaker:ownership, your integrity, that's A,
Speaker:but the second one is soft skills.
Speaker:The people skills, right.
Speaker:And if you're a technician, if you started off as a practitioner technician, you're
Speaker:a really good at fixing bag, but now you're, you've got all these people,
Speaker:but you're not really good at people.
Speaker:And you're not really good at the soft skills.
Speaker:Then it's always going to break.
Speaker:At some point, you're going to have frictions because you're not going to be
Speaker:able to properly communicate things to people and, and, and, you know, so you
Speaker:really have two options there I feel, and you can correct me if I'm wrong.
Speaker:one, you can either try and invest to, to learn those soft skills, but if
Speaker:they're not naturally do, like, if you're not typically be extrovert, it's more
Speaker:better with soft skills, but if you're more introverted, you can learn it.
Speaker:If it doesn't work and hire a manager, hire somebody that can do that.
Speaker:Yeah, no, no.
Speaker:I mean, communication.
Speaker:I mean, look at step number three, when we talk about, you know, building
Speaker:your network, that's communication.
Speaker:I mean, there's a, there's a specific, I mean, we have a specific
Speaker:path of how to actually do that.
Speaker:And a big part of it is learning some of those soft skills.
Speaker:If you don't have those, you're going to come at it to like
Speaker:so many people come at it.
Speaker:Like you just said in the example before is, Hey, Hey, Hey, how about you?
Speaker:Refer me people and we'd work together and all that.
Speaker:You haven't learned the art of rapport.
Speaker:You haven't learned the art of actually, providing value and, and learning
Speaker:and being interested about something.
Speaker:Somebody else, you just learn the art of, I want what I want and
Speaker:I could give to crap about you.
Speaker:So these, these soft skills, these communication skills, the
Speaker:listening skills, especially, or are, are weaved in all of this.
Speaker:Maybe not the work that you sit there and just figuring out your destination,
Speaker:but certainly in the work of when you start to build your network of people,
Speaker:when you're able to hire and train and develop a rapport and relationship
Speaker:with your team, that is huge.
Speaker:and it's also a huge with the next step to a seven figure business.
Speaker:What is it?
Speaker:So glad you asked this one is all about providing delight.
Speaker:We can call it a wow experience.
Speaker:We can call it delight, but this is all about providing the customer experience.
Speaker:The only thing that really is going to ever separate you from the competitor down
Speaker:the street is the experience you provide.
Speaker:Why do I say that?
Speaker:Because
Speaker:Disney provides an experience.
Speaker:Unlike anything else, anyone can actually create some of the Disney
Speaker:rides like Space Mountain, or the Hulk ride or something like that.
Speaker:Other amusement parks have the technology to do that, but what they can't compete.
Speaker:Is the intense manner and the focus and the energy that they put in
Speaker:creating the customer experience from the moment you connect with them and
Speaker:how to anticipate and meet the needs of their target audience, which again
Speaker:goes back to creating your avatar.
Speaker:So how does that matter to the trainer, to the healthcare provider,
Speaker:to the therapists out there?
Speaker:It's when you understand who your avatar is, you can start looking at how
Speaker:can you, and this is the question you asked, how can you meet their needs?
Speaker:How can you meet their expectations?
Speaker:Every step along the way that they are engaging with you from the moment
Speaker:they call you to when they come in for your initial evaluation or initial
Speaker:assessment, how can you meet their needs?
Speaker:And when you start asking yourself those questions, you can start putting
Speaker:together an experience that doesn't just happen once, but it happens consistently
Speaker:because that experience becomes a consistent process that happens no
Speaker:matter who is actually there doing it.
Speaker:And that's one of the best ways and biggest ways to start freeing
Speaker:you up from this business.
Speaker:So you can hit that seven figure and beyond mark.
Speaker:If we were to do an example, what I could maybe imagine be like, for example, if
Speaker:you have a practice and you're treating a lot of athletes, right, you could have.
Speaker:you know, how you talk to them initially, like when they entered the
Speaker:practice, you know, you're going to have some way pictures on the walls.
Speaker:You might have some, you know, some of the best athletes from the history
Speaker:of, of, of like, of ever, right.
Speaker:You can have Michael Jordans on the wall, you can have the
Speaker:best Olympians on the wall.
Speaker:So when they enter this, like that's their world, that's what they look up to.
Speaker:Then, then your receptionist might be talking to them, you know, and using
Speaker:some of the slang that they know that that's like a typical for athletes.
Speaker:And like all those little things, like, right.
Speaker:That's that's as an example.
Speaker:Yeah.
Speaker:Because when you're, let's say I used to work a lot with athletes
Speaker:and some high level athletes.
Speaker:And what, what I know about athletes.
Speaker:Yeah.
Speaker:You know, first of all, they don't know really anything about the doctor
Speaker:unless they are in there all the time.
Speaker:And second of all, they are absolutely concerned with getting back to their
Speaker:full level, because either a scholarships on the line, if they're collegiate
Speaker:athlete, or if they're a high school athlete, a potential scholarships on
Speaker:the line, or if they're a professional athlete, their livelihood is on the line.
Speaker:So be able to put their mind at ease, to be able to speak to, Hey, you know what?
Speaker:I know you might be concerned with this because you know,
Speaker:what you do for a living.
Speaker:I mean, it's, it's it's look, this is what we do.
Speaker:We've worked with people just like you with the same problem.
Speaker:We're here to take care of you and we're going to make sure we explain
Speaker:everything we do every step of the way, and you're going to get this, you know,
Speaker:so you know exactly what you need to do so you can get back on the field.
Speaker:So by knowing who I'm dealing with, I'm able to create an experience with them.
Speaker:Cause that's all scripted and be able to send an email.
Speaker:Thank you so much for coming in and we appreciate you and
Speaker:trusting us with your health.
Speaker:Here are the things that you might be feeling after your first session.
Speaker:You might be a little more sore or you might be feeling better, whatever the
Speaker:case is, here's what we want to do next.
Speaker:So by creating that very specific message to them, knowing what they
Speaker:might be feeling creates an overall amazing affinity and experience
Speaker:where you're not only doing this just out of the goodness of your heart.
Speaker:You're also developing people who are going to be raving fans
Speaker:to you because that's what the customer experience is about.
Speaker:It's creating people that are going to shout from the rooftops you got
Speaker:to see Vit his place is amazing five star review because those
Speaker:referrals don't cost you anything.
Speaker:And those referrals are some of the best referrals you're ever going to.
Speaker:So the customer experience at this step, step number six is now critical
Speaker:because you have staff to help you.
Speaker:You're measuring metrics.
Speaker:You're now able to better train your team to create a better experience, to further
Speaker:take your, patients and clients that are coming in and start doubling them up.
Speaker:So here's what we did.
Speaker:We measured, how often did a patient refer and what it came to is anywhere
Speaker:between 22 and 24% of the patients refer.
Speaker:That means, let's say one quarter of our patients refer to another for free.
Speaker:It cost us zero to get that person.
Speaker:I mean, that's how you begin to scale and grow a business.
Speaker:You take people that come to you and double them up right away with it.
Speaker:Two to three weeks, a person would invite another person,
Speaker:even if they're still there.
Speaker:That's the power of creating an experience for people.
Speaker:So How do we wrap it up?
Speaker:What's the last step?
Speaker:Well, we wrap it up with step seven, man.
Speaker:So step seven is, is, is an important step and a step that we often, don't
Speaker:do because of how we operate, where people that operate in a nonstop
Speaker:busier is better working, harder, working harder, working more hours
Speaker:is kind of like a badge of honor.
Speaker:And step seven is all about time management.
Speaker:It's all about controlling your time.
Speaker:You controlling your time, not having others control it for you.
Speaker:It's about creating time for you to have free days and time
Speaker:off to rejuvenate yourself.
Speaker:Not hoping to have a little time off because some patients cancel or a staff
Speaker:meeting cancels or something like that.
Speaker:Controlling your time to do revenue producing activities, such as continuing
Speaker:to build and market your practice to continue to build those relationships,
Speaker:having time to think and forecast your business about where things are going,
Speaker:communicating with your team, meeting with your team, and also then having time to
Speaker:work on, continuing to delegate the things off your plate that you don't like to do.
Speaker:Delegation is not hard when you focus on selfishly, I'm going to delegate
Speaker:things I don't like to do, or I'm not particularly good at doing.
Speaker:This is what time management does for you.
Speaker:It helps you better organize your time.
Speaker:So you can actually work less and achieve more.
Speaker:And this is how I make that statement of when you learn the practice freedom
Speaker:method, you are going to make more money and you are going to work less.
Speaker:It's required for you to work less.
Speaker:But what you do is you're going to work much more efficiently.
Speaker:So you're going to get a whole lot more done, but you're not going to have
Speaker:all this other crap that's happening.
Speaker:You're going to dial in on the things that you do best and you're going to
Speaker:help support and, and, and, and lead your team on the things they do best.
Speaker:So these are the seven things.
Speaker:Determine your destination.
Speaker:Who's your avatar.
Speaker:Build your network, begin to hire and train your people.
Speaker:you know, mind your metrics, really get your metrics in
Speaker:place, deliver a wow experience and control your time management.
Speaker:So Jamie, these seven steps, they're amazing, but what I found is people
Speaker:come about this wisdom to developing something like this after they've
Speaker:gone through some, some really challenging experience, because
Speaker:that's what driven them to be better.
Speaker:So what was your most challenging experience?
Speaker:Oh, Vit, it might be a little bit of a tie I shared about the fire that
Speaker:happened and yes, that was a challenge, the experience, but what's interesting.
Speaker:That's not the most challenging experience.
Speaker:What the most challenging experience happened as I started to get some
Speaker:traction in my business and I thought I had it all figured out.
Speaker:I was starting to remove myself from the day-to-day.
Speaker:I implemented those seven steps that we talked about.
Speaker:And then all of a sudden my manager that was supposed to be running one
Speaker:of my clinics, all of a sudden told me that he was arrested the day before.
Speaker:And I'm like, what do you mean you were arrested?
Speaker:He was taken out in handcuffs because, one of our patients, said that he
Speaker:allegedly improperly touched her doing during a, a screen of her low back.
Speaker:So then what happens is I have my sister-in-law calling me because my name,
Speaker:my picture is on the five o'clock news.
Speaker:That is difficult because now everyone out there, cause you think they're
Speaker:gonna, you know, and by the way, the whole thing was, was thrown out.
Speaker:She did the whole, that she never showed up and, and it, it never really happened.
Speaker:Do you think they put up there?
Speaker:Oh, nevermind.
Speaker:Shara physical therapy.
Speaker:It's fine.
Speaker:No, I got to deal with that negative press, which God, that, that scared
Speaker:the living daylights out of me.
Speaker:Then the other thing I had to deal with is my own, board of examiners.
Speaker:Started to investigate me.
Speaker:So I had to go down to the investigator down in Baltimore,
Speaker:Maryland, and sit there.
Speaker:I had my attorney there and the guy goes, I don't care if you have your
Speaker:attorney, you're not under arrest.
Speaker:This is not for an attorney.
Speaker:Your attorney just sits there.
Speaker:So I'm paying my attorney $400 an hour to sit there.
Speaker:As I get interviewed for 156 questions all about my business.
Speaker:That was the most difficult thing I ever faced.
Speaker:I was scared to death.
Speaker:I didn't know what was going to happen, but what I did is I looked back on
Speaker:that moment, you know, weeks later.
Speaker:And I said, this is going to be the turning point to move my business
Speaker:forward because I learned so much about my business and really.
Speaker:I didn't have processes in place.
Speaker:I didn't have regular meetings and values.
Speaker:I didn't have some of the HR things that you need and I
Speaker:couldn't play the ignorance card.
Speaker:It taught me a ton about my business and I had to learn, unfortunately the hard way,
Speaker:but luckily it didn't cost me my business.
Speaker:Wow.
Speaker:Well done mate, there, that would have been tough, tough experience.
Speaker:but thank you for sharing.
Speaker:Thank you for sharing because it definitely helps bring perspective
Speaker:to, to anybody listening to, you know, to, to owning a business.
Speaker:So let's wrap this up.
Speaker:This was amazing.
Speaker:So we had seven steps, guys listening, destination, and your
Speaker:wife, figure out what your destination is, figure out their, why, why
Speaker:they want to do this business.
Speaker:Then figure out what's your ideal client.
Speaker:Figure out who you want to.
Speaker:Figure out your, you know, put, put together, based on trust referral
Speaker:network, then hire, A-players make sure that, you know, your metrics, make sure
Speaker:that, you know, your trends, your ROI, so that you can make decisions that
Speaker:are based on objective not subjective measures, make sure that you provide
Speaker:your wild experience to your clients so that they, they will like not compare you
Speaker:against your competitor around the corner.
Speaker:And then lastly have a really good time management so that you can a work, a work
Speaker:on yourself, have some time off, but also work on the business rather than in it.
Speaker:So these are the seven steps.
Speaker:Jamie, thank you so much for sharing these steps.
Speaker:This, this, I believe this is going to provide lots of value.
Speaker:the listeners that own a practice, but also listeners that have other
Speaker:businesses, because a lot of the stuff that you mentioned today is
Speaker:relevant, like we said at the beginning.
Speaker:So thank you so much for sharing that now on a partyng note, would there
Speaker:be a, what would be the top three things you'd like our listeners to
Speaker:walk away with after listening today?
Speaker:Yeah, that's a good question.
Speaker:first of all, it does take more self-development to
Speaker:build a seven-figure business.
Speaker:But it doesn't take more effort.
Speaker:You're already working your butt off.
Speaker:So don't look at doing this as, oh my God.
Speaker:I'm gonna have to work harder.
Speaker:You're not going to have to work harder.
Speaker:You're gonna have to work truly smarter about your business, but you're
Speaker:going to have to grow and get some of that business accumen in there.
Speaker:That's that's that's number one.
Speaker:Number two is just start the best way to run a mile is take the first step.
Speaker:I'm sure you've heard that.
Speaker:I've heard the elephant thing the best way to eat an elephant one bite at a time.
Speaker:But truly the best way to do this is not get overwhelmed with
Speaker:the seven steps is just sit down there and start writing down.
Speaker:What is it that you want in your business a year from now?
Speaker:What is your goal?
Speaker:What is your destination?
Speaker:If you just do that one step, you'll start to feel good.
Speaker:And you'll start to get excited about this vision.
Speaker:and number three, if you are in need of clients, get clear on, your, your
Speaker:network, the people that have influence over your ideal client, get clear on that.
Speaker:Start reaching out to them.
Speaker:I don't care if they don't want to speak you.
Speaker:I don't care if they ignore you, reach out to 20 of them.
Speaker:And I guarantee you'll trip over to people that like you, that are going
Speaker:to refer you people so you can get into action and get into activity and
Speaker:start solving that problem, if you're having trouble generating referrals.
Speaker:Guys, I hope you've been taking notes because Jamie has been dropping
Speaker:some amazing value bombs here.
Speaker:and at the end of the day, that's all it comes down to taking action.
Speaker:so actually take notes and take that action.
Speaker:Figure out what your, the right next thing is.
Speaker:because like Jamie said, like it might feel a bit overwhelming.
Speaker:Like there's these seven steps.
Speaker:Just pick that first one.
Speaker:Just start on that thing.
Speaker:Don't worry about the rest.
Speaker:Make sure you've written down though.
Speaker:but starting at first one thing, Jamie, thank you so much for,
Speaker:for jumping on the show today.
Speaker:I appreciate you.
Speaker:I know you have a busy day, so thank you for actually you shouldn't have a busy day
Speaker:today because you've got seven steps in.
Speaker:You've got a good process in place.
Speaker:no, I mean, I had a really nice day, took a walk with my wife,
Speaker:gonna play some basketball tonight and, that's a pretty good day.
Speaker:I had a chance to talk to you.
Speaker:This was the biggest part of my day right here, man.
Speaker:So thank you.
Speaker:I appreciate being here.
Speaker:Awesome.
Speaker:Thanks you mate.
Speaker:Yeah, you're a teller at it's actually evening for you.
Speaker:For listeners guys, thank you for listening.
Speaker:Today's episode is Success Inspired Podcast as well.
Speaker:Now we've got a little gift for you.
Speaker:if you have a practice specifically, if you're a practice.
Speaker:Jamie has an amazing online course that I've checked out and, you know,
Speaker:I don't always refer or recommend stuff, but I've checked out Jamey's
Speaker:stuff and it's absolutely amazing.
Speaker:so if you're interested to implement these seven steps and you need a bit
Speaker:more help with it, you need, you know, some bit more like, a bit more detail
Speaker:about how you implement these things.
Speaker:Jamie's got an online course on these seven steps.
Speaker:There's worksheets, there's, you know, videos that you watch.
Speaker:It's, it's basically completely like do it yourself type of course.
Speaker:so just jump over to successinspiredpodcast.com/freedompractice.
Speaker:And that'll take you to that course.
Speaker:Okay.
Speaker:successinspiredpodcast.com/freedompractice and you'll be able to jump onto Jamey's
Speaker:course and implement these seven steps.
Speaker:Jamey, once again, thank you.
Speaker:And you guys, thank you again for listening to today's episode
Speaker:on Success Inspired Podcast.
Speaker:If you've enjoyed this interview, then please share it with your mates that you
Speaker:think would also benefit from listening.
Speaker:For show notes, links, and extra tips to help you accomplish more in
Speaker:life and realize the true potential, go to successinspiredpodcast.com.
Speaker:Thank you and have a great rest of your day, everybody.
