WEBVTT 00:00:00.249 --> 00:00:01.068 Let me do this. 00:00:02.529 --> 00:00:04.650 Hunter McWhorter, welcome to the podcast. 00:00:05.049 --> 00:00:06.129 Thanks, excited to be here. 00:00:06.370 --> 00:00:07.490 Did I say the last name right? 00:00:07.530 --> 00:00:08.811 I've only read it on LinkedIn. 00:00:09.291 --> 00:00:09.750 You nailed it. 00:00:10.051 --> 00:00:11.252 Congrats, first time. 00:00:11.711 --> 00:00:12.971 Slightly different spelling, 00:00:12.992 --> 00:00:13.711 but one of my roommates 00:00:13.752 --> 00:00:15.493 from college was a McWhorter. 00:00:15.612 --> 00:00:16.013 I was like, 00:00:16.152 --> 00:00:17.952 I think it's spelled like that. 00:00:17.972 --> 00:00:18.992 So Kyle, if you're listening, 00:00:19.432 --> 00:00:20.974 I'm talking to one of your 00:00:21.013 --> 00:00:21.774 family members here. 00:00:21.794 --> 00:00:24.035 There you go, shout out Kyle. 00:00:24.054 --> 00:00:25.535 I mentioned a little bit in your intro, 00:00:26.214 --> 00:00:27.496 But you've taken a 00:00:27.657 --> 00:00:29.879 circuitous route to where you are. 00:00:30.179 --> 00:00:32.764 And those are always the more interesting, 00:00:32.823 --> 00:00:33.064 right? 00:00:33.143 --> 00:00:34.686 Nothing was linear for you. 00:00:35.127 --> 00:00:35.927 How do you explain if 00:00:35.968 --> 00:00:36.829 someone were to talk to you 00:00:36.929 --> 00:00:38.271 at a conference or a dinner party, 00:00:38.290 --> 00:00:39.933 you know what you do and 00:00:39.954 --> 00:00:41.054 then how you got there? 00:00:41.435 --> 00:00:42.436 How would you explain that? 00:00:43.027 --> 00:00:43.726 Yeah. 00:00:43.746 --> 00:00:43.926 Well, 00:00:43.947 --> 00:00:44.968 I always wanted to be a physical 00:00:45.008 --> 00:00:46.569 therapist and God laughed and said, hey, 00:00:46.609 --> 00:00:46.768 man, 00:00:46.789 --> 00:00:47.848 you're not going to like physics or 00:00:47.889 --> 00:00:48.548 chemistry enough. 00:00:48.668 --> 00:00:50.009 And I said, well, OK, 00:00:50.149 --> 00:00:51.451 I can still contribute somehow. 00:00:51.990 --> 00:00:52.890 And that's how I sort of 00:00:52.911 --> 00:00:54.311 landed at PT Solutions. 00:00:54.351 --> 00:00:56.692 So got my start there doing 00:00:56.732 --> 00:00:57.273 their front office 00:00:57.332 --> 00:00:59.493 operations and then got the 00:00:59.514 --> 00:01:00.334 chance to help with some of 00:01:00.353 --> 00:01:01.215 their patient engagement, 00:01:01.255 --> 00:01:03.075 patient retention stuff, realizing, hey, 00:01:03.115 --> 00:01:04.016 no one's really doing this. 00:01:04.036 --> 00:01:05.335 This seems kind of important 00:01:05.376 --> 00:01:06.656 for us to keep the lights on. 00:01:07.417 --> 00:01:08.477 March twenty twenty hit. 00:01:08.558 --> 00:01:10.197 And if you don't have DPT after your name, 00:01:10.298 --> 00:01:11.918 you generally get to get creative. 00:01:12.519 --> 00:01:14.481 And so they use WebPT. 00:01:14.783 --> 00:01:16.004 And so I was familiar with them. 00:01:16.084 --> 00:01:17.367 I said, hey, look, they're hiring. 00:01:17.807 --> 00:01:19.168 Let's see what we can do here. 00:01:19.269 --> 00:01:21.673 And that's when I joined them as an SDR, 00:01:21.712 --> 00:01:23.956 worked as an SDR account 00:01:23.975 --> 00:01:26.319 executive and then a customer success. 00:01:27.656 --> 00:01:28.296 In between, 00:01:28.796 --> 00:01:30.218 I did some physician liaison 00:01:30.237 --> 00:01:31.117 work with physical, 00:01:31.558 --> 00:01:32.418 worked with breakthrough 00:01:32.457 --> 00:01:33.597 physical therapy marketing 00:01:33.638 --> 00:01:35.278 as a customer success rep. 00:01:35.459 --> 00:01:37.379 I had an itch for marketing and said, 00:01:37.418 --> 00:01:38.579 what better place to learn 00:01:38.599 --> 00:01:39.780 than from those guys? 00:01:40.379 --> 00:01:41.359 And then finally got a 00:01:41.400 --> 00:01:43.081 chance to work with rehab CEOs, 00:01:43.141 --> 00:01:44.061 which I felt like was a 00:01:44.120 --> 00:01:46.840 cherry on top of sort of my 00:01:46.881 --> 00:01:47.762 background and how I can 00:01:47.802 --> 00:01:49.522 help contribute to the industry and help. 00:01:49.621 --> 00:01:50.841 And now I'm at a company 00:01:50.861 --> 00:01:52.403 called Arrow Help and super 00:01:52.423 --> 00:01:53.063 excited to be here. 00:01:53.742 --> 00:01:55.004 man you've that's a lot of 00:01:55.024 --> 00:01:56.284 name draw that company name 00:01:56.325 --> 00:01:57.484 drop and you've you've hit 00:01:57.525 --> 00:01:58.426 the you know some of the 00:01:58.445 --> 00:02:00.486 big ones accidentally it's 00:02:00.527 --> 00:02:02.268 just I laugh because I'm 00:02:02.308 --> 00:02:03.228 mistaken all the time as a 00:02:03.269 --> 00:02:04.748 pt and I get job offers and 00:02:04.790 --> 00:02:05.469 everything I'm just like 00:02:05.510 --> 00:02:07.350 nope I just can play one on 00:02:07.391 --> 00:02:08.831 tv really well well we'll 00:02:08.852 --> 00:02:10.173 talk about that you know in 00:02:10.233 --> 00:02:11.272 terms of like big pain 00:02:11.293 --> 00:02:12.114 points and obviously 00:02:12.174 --> 00:02:13.414 finding and retaining staff 00:02:13.455 --> 00:02:14.474 is obviously a pain point 00:02:14.875 --> 00:02:15.515 and if you don't think 00:02:15.616 --> 00:02:17.157 marketing or communicating can help 00:02:17.736 --> 00:02:18.758 some of your big pain points 00:02:18.777 --> 00:02:20.621 in this profession, you're missing out. 00:02:21.461 --> 00:02:22.182 You've said this, 00:02:22.263 --> 00:02:24.224 referrals are the starting 00:02:24.264 --> 00:02:26.147 point for patient care. 00:02:26.348 --> 00:02:28.189 It might not feel like that, but it is. 00:02:28.570 --> 00:02:30.212 So what are the clinics 00:02:30.252 --> 00:02:32.276 getting wrong about how 00:02:32.295 --> 00:02:34.217 they manage and track these 00:02:34.277 --> 00:02:36.020 things that we call referrals? 00:02:36.831 --> 00:02:38.492 Yeah, I think right off the bat, 00:02:38.794 --> 00:02:40.455 they think that the 00:02:40.495 --> 00:02:42.097 patient's experience with 00:02:42.116 --> 00:02:44.258 them starts at the point of evo. 00:02:44.758 --> 00:02:46.580 They don't think it's how 00:02:46.699 --> 00:02:47.901 easy is it to get booked? 00:02:48.162 --> 00:02:50.623 How easy is it to find out 00:02:50.683 --> 00:02:51.705 anything about me on my website? 00:02:51.724 --> 00:02:52.645 Do I have Google reviews? 00:02:52.665 --> 00:02:54.366 Like, what do people say about me? 00:02:54.407 --> 00:02:56.429 They think it's that's not their problem. 00:02:57.068 --> 00:02:57.269 And 00:02:58.090 --> 00:02:59.170 whatever there's plenty of 00:02:59.191 --> 00:03:00.010 referrals out there so I 00:03:00.050 --> 00:03:00.770 think that's the first 00:03:00.911 --> 00:03:01.972 mistake and then when you 00:03:02.051 --> 00:03:02.972 aren't thinking through it 00:03:02.991 --> 00:03:05.454 you don't invest in a 00:03:05.493 --> 00:03:07.735 method to make sure you 00:03:07.794 --> 00:03:09.175 know when you call somebody 00:03:09.194 --> 00:03:10.556 and say hey I'm out of town 00:03:10.575 --> 00:03:11.896 for the next two weeks or 00:03:12.176 --> 00:03:14.018 I'm a snowbird or whatever call me in 00:03:14.997 --> 00:03:15.957 two weeks, three weeks, 00:03:16.558 --> 00:03:17.620 you just forget because you 00:03:17.639 --> 00:03:19.241 don't have an easy way to track that. 00:03:19.420 --> 00:03:20.262 And then you wonder why 00:03:20.322 --> 00:03:21.582 doctors stop sending to you. 00:03:21.682 --> 00:03:22.524 And then it's just all this 00:03:22.544 --> 00:03:23.365 trickle down effect. 00:03:23.425 --> 00:03:24.385 So I definitely think it 00:03:24.425 --> 00:03:26.548 starts both from a patient 00:03:26.587 --> 00:03:27.408 experience side, 00:03:27.449 --> 00:03:29.031 but then just an operation side too. 00:03:29.191 --> 00:03:30.972 That's the referral to start about. 00:03:32.152 --> 00:03:33.234 I heard somebody, 00:03:33.274 --> 00:03:34.514 I think it was Rory Sutherland, 00:03:34.534 --> 00:03:35.056 who's like this, 00:03:35.075 --> 00:03:37.578 is he English or Australian? 00:03:37.598 --> 00:03:38.598 But he's a marketing dude. 00:03:38.658 --> 00:03:39.158 Look him up. 00:03:39.218 --> 00:03:39.800 He's brilliant. 00:03:40.360 --> 00:03:42.161 And he had a question in 00:03:42.181 --> 00:03:43.181 front of a live audience. 00:03:43.262 --> 00:03:44.263 I love this question. 00:03:44.864 --> 00:03:45.223 He said, 00:03:45.424 --> 00:03:47.825 Hilton and Nike are two elite brands. 00:03:48.466 --> 00:03:49.848 But if I said to you that 00:03:50.027 --> 00:03:52.229 Hilton was going to create a sneaker, 00:03:53.469 --> 00:03:55.611 And Nike was going to create a hotel. 00:03:55.991 --> 00:03:56.872 My guess is you could 00:03:56.932 --> 00:03:58.574 picture what that hotel would look like, 00:03:58.615 --> 00:03:59.496 created by Nike, 00:03:59.915 --> 00:04:00.937 but not what the Hilton 00:04:01.016 --> 00:04:02.878 sneaker would look like. 00:04:03.239 --> 00:04:05.961 And that shows you what brand depth is. 00:04:06.581 --> 00:04:07.962 If Nike came out with a cologne, 00:04:07.983 --> 00:04:09.163 we could kind of smell it. 00:04:09.183 --> 00:04:10.665 They might have even done 00:04:10.686 --> 00:04:12.146 that or something like that. 00:04:12.606 --> 00:04:13.568 It's the difference of like, 00:04:13.707 --> 00:04:15.168 when does this experience 00:04:15.207 --> 00:04:16.228 start and how is it 00:04:16.249 --> 00:04:19.250 ingrained a lot earlier than you think, 00:04:19.509 --> 00:04:19.711 right? 00:04:19.730 --> 00:04:20.911 What do you expect when you 00:04:20.951 --> 00:04:22.252 walk to the front counter 00:04:22.271 --> 00:04:24.012 to McDonald's versus what 00:04:24.052 --> 00:04:25.333 happens when you sit down 00:04:25.372 --> 00:04:26.853 and someone puts a steak 00:04:26.874 --> 00:04:27.593 knife in front of you at 00:04:27.634 --> 00:04:28.595 Smith and Walensky's? 00:04:29.154 --> 00:04:30.315 The experience probably 00:04:30.355 --> 00:04:32.617 started way before both of those things. 00:04:32.656 --> 00:04:33.757 And we need to understand 00:04:33.776 --> 00:04:34.577 that in healthcare. 00:04:34.918 --> 00:04:36.218 It's simple for me to say that, 00:04:36.257 --> 00:04:37.319 but it's not easy, is it? 00:04:37.759 --> 00:04:39.100 no it's it's because you've 00:04:39.139 --> 00:04:40.201 got to fight the algorithms 00:04:40.221 --> 00:04:41.281 you've got to go outside 00:04:41.300 --> 00:04:42.281 your comfort zone and do 00:04:42.322 --> 00:04:43.023 what they don't teach you 00:04:43.583 --> 00:04:45.144 at pt school which is how 00:04:45.163 --> 00:04:46.824 do you market how do you 00:04:46.884 --> 00:04:47.946 make it so people want to 00:04:47.966 --> 00:04:48.947 be there they just teach 00:04:48.966 --> 00:04:49.947 you hey if you have a good 00:04:50.447 --> 00:04:52.269 product they will come and 00:04:52.309 --> 00:04:53.209 unfortunately in today's 00:04:53.269 --> 00:04:55.250 market it's so competitive 00:04:55.370 --> 00:04:56.651 and you've got the bigger 00:04:56.692 --> 00:04:58.093 entities fighting to take 00:04:58.312 --> 00:04:59.574 over the smaller ones and 00:04:59.634 --> 00:05:01.334 so it's just it's a vicious 00:05:01.375 --> 00:05:02.375 little cycle and I think 00:05:02.415 --> 00:05:03.735 the big difference is how 00:05:03.776 --> 00:05:05.598 well do you stand out and 00:05:05.697 --> 00:05:07.158 get that authentic 00:05:07.999 --> 00:05:09.019 brand like you said where 00:05:09.060 --> 00:05:11.341 people are seeking you out 00:05:11.380 --> 00:05:12.401 and coming to your doctors 00:05:12.721 --> 00:05:13.682 hear about you and want to 00:05:13.702 --> 00:05:14.682 send people to you yeah 00:05:14.702 --> 00:05:16.444 it's not just who it's not 00:05:16.483 --> 00:05:18.225 just uh who knows you it's 00:05:18.345 --> 00:05:19.605 what do they know about you 00:05:19.706 --> 00:05:21.146 like exactly you could go 00:05:21.206 --> 00:05:22.307 on linkedin and act like a 00:05:22.348 --> 00:05:23.427 raving lunatic and a lot of 00:05:23.468 --> 00:05:24.749 people will know you but 00:05:24.769 --> 00:05:25.529 that's not going to help 00:05:25.569 --> 00:05:27.350 you so what do they know about you 00:05:27.810 --> 00:05:28.793 Let me ask you this question. 00:05:29.273 --> 00:05:31.555 Should PTs be doing their own marketing? 00:05:31.656 --> 00:05:33.598 Is there a tipping point when, hey, 00:05:33.639 --> 00:05:35.701 if you're a solopreneur, yeah, man, 00:05:35.742 --> 00:05:36.463 it's not in the budget. 00:05:36.502 --> 00:05:37.324 So you need to be doing 00:05:37.464 --> 00:05:38.505 something and you should do 00:05:38.526 --> 00:05:39.166 these couple of things. 00:05:39.507 --> 00:05:40.548 At what point do they start 00:05:40.569 --> 00:05:42.732 to need to refer out to 00:05:42.872 --> 00:05:44.434 somebody who maybe is an expert in that? 00:05:44.975 --> 00:05:45.194 Yeah, 00:05:45.514 --> 00:05:47.076 I would say once they put in the work 00:05:47.377 --> 00:05:48.557 to develop their own brand 00:05:48.697 --> 00:05:49.617 and their own identity, 00:05:49.718 --> 00:05:50.718 that's unique to them. 00:05:51.139 --> 00:05:52.060 And that way they can then 00:05:52.120 --> 00:05:54.341 communicate it to that outsourced person. 00:05:54.360 --> 00:05:55.502 So it's not an outsourced 00:05:55.541 --> 00:05:57.262 person trying to help shape 00:05:57.442 --> 00:05:59.964 their practice that they might not 00:06:01.151 --> 00:06:01.771 Be who they are. 00:06:01.812 --> 00:06:02.572 They might be like, well, 00:06:02.612 --> 00:06:04.173 the marketer I'm paying X 00:06:04.192 --> 00:06:04.932 amount of money tells me I 00:06:04.952 --> 00:06:05.612 need to do this. 00:06:06.213 --> 00:06:07.673 And then it's just not authentic. 00:06:07.814 --> 00:06:09.134 And I think it starts with 00:06:09.173 --> 00:06:09.754 if you're willing to put in 00:06:09.774 --> 00:06:11.115 the work and build that foundation, 00:06:11.274 --> 00:06:12.214 figure out who you want to 00:06:12.254 --> 00:06:13.995 be and who the community sees you as. 00:06:14.336 --> 00:06:15.636 Then it just makes it easier 00:06:16.036 --> 00:06:17.596 for the outsourced marketer 00:06:17.617 --> 00:06:19.557 to come in and help put 00:06:19.596 --> 00:06:20.737 that put gasoline on that 00:06:20.776 --> 00:06:22.177 fire instead of trying to build it. 00:06:23.278 --> 00:06:24.238 I'll put you on the spot, 00:06:24.259 --> 00:06:25.961 but not in a super scary way. 00:06:26.021 --> 00:06:26.822 If you're talking to a 00:06:26.882 --> 00:06:28.523 clinician who's saying, well, 00:06:28.944 --> 00:06:29.704 they're using the word 00:06:29.745 --> 00:06:31.906 expense when it comes to marketing. 00:06:33.213 --> 00:06:34.735 good objection work would be 00:06:34.954 --> 00:06:36.196 to change it from expense 00:06:36.255 --> 00:06:38.036 to an investment, right? 00:06:38.057 --> 00:06:39.076 Because if marketing isn't 00:06:39.117 --> 00:06:40.517 bringing you more than you're spending, 00:06:40.997 --> 00:06:42.819 it is an expense, right? 00:06:42.879 --> 00:06:43.738 So how does that 00:06:43.778 --> 00:06:44.860 conversation typically go 00:06:44.879 --> 00:06:46.141 where someone finally lands 00:06:46.180 --> 00:06:46.841 in front of you? 00:06:47.560 --> 00:06:48.661 They're still on the end of 00:06:48.721 --> 00:06:49.201 a diving board. 00:06:49.221 --> 00:06:50.802 They haven't jumped to go 00:06:51.242 --> 00:06:52.303 jump in the deep end and go 00:06:52.343 --> 00:06:53.103 all in on marketing. 00:06:53.584 --> 00:06:54.305 What are some of the things 00:06:54.324 --> 00:06:55.865 that you use to explain to 00:06:55.886 --> 00:06:56.985 them of why it is an 00:06:57.005 --> 00:06:58.187 investment and not an expense? 00:06:58.870 --> 00:07:00.711 Yeah, because generally with marketing, 00:07:00.752 --> 00:07:03.052 you can get that money back 00:07:03.093 --> 00:07:03.713 in a lot of ways. 00:07:03.733 --> 00:07:05.194 You can tangibly see if you 00:07:05.254 --> 00:07:06.694 invest this much, 00:07:06.814 --> 00:07:09.175 this is how the difference is. 00:07:09.254 --> 00:07:10.076 And then I always love 00:07:10.115 --> 00:07:12.295 pulling up the Google and 00:07:12.315 --> 00:07:13.956 just typing physical therapy near me. 00:07:14.416 --> 00:07:15.838 And if they're not popping up. 00:07:17.168 --> 00:07:18.588 then no one's finding them. 00:07:18.668 --> 00:07:19.769 And that's the easiest way 00:07:19.788 --> 00:07:22.288 to track that investment and see it as, 00:07:22.809 --> 00:07:23.468 holy moly, 00:07:24.209 --> 00:07:25.509 this will only help me and not 00:07:25.550 --> 00:07:27.730 necessarily like an expense of, oh, 00:07:27.750 --> 00:07:29.071 this money is just going out. 00:07:29.190 --> 00:07:30.411 But I think the industry has 00:07:30.430 --> 00:07:32.192 been burned by too many 00:07:32.331 --> 00:07:34.632 marketers that just show up, 00:07:35.192 --> 00:07:36.872 put them in a routine and say, oh, 00:07:36.913 --> 00:07:37.752 this works for, 00:07:38.740 --> 00:07:40.461 a doctor this works for 00:07:40.721 --> 00:07:42.182 someone else in the medical 00:07:42.202 --> 00:07:43.124 field there's no difference 00:07:43.303 --> 00:07:44.584 and then there's a little 00:07:44.605 --> 00:07:46.547 bit of hurt in the industry 00:07:46.607 --> 00:07:48.228 I think where they can kind 00:07:48.247 --> 00:07:49.528 of be a little like uh this 00:07:49.548 --> 00:07:50.350 hasn't worked in the past 00:07:50.389 --> 00:07:52.091 yeah yeah yeah if you've 00:07:52.112 --> 00:07:53.432 been burned and people talk 00:07:53.512 --> 00:07:54.853 right especially this 00:07:54.874 --> 00:07:56.115 profession is big but also 00:07:56.175 --> 00:07:57.615 pretty small so if you've been burned 00:07:58.297 --> 00:08:00.499 People will tell you what 00:08:00.559 --> 00:08:01.899 are some of the low what 00:08:01.920 --> 00:08:02.680 are some of the things that 00:08:02.721 --> 00:08:03.341 you'd suggest? 00:08:03.360 --> 00:08:04.802 I don't want to call it low hanging fruit, 00:08:04.822 --> 00:08:05.862 but what are some of the 00:08:05.923 --> 00:08:07.324 starting points that people 00:08:07.345 --> 00:08:08.464 can dip their toe before 00:08:08.485 --> 00:08:10.666 they jump in the deep end with marketing? 00:08:10.687 --> 00:08:12.348 You mentioned Googling 00:08:12.389 --> 00:08:13.709 physical therapy near me or 00:08:13.730 --> 00:08:14.511 physical therapy in your 00:08:14.571 --> 00:08:16.432 town name and making sure that number one, 00:08:16.451 --> 00:08:17.192 that you exist there. 00:08:17.572 --> 00:08:18.353 What are some of the things 00:08:18.374 --> 00:08:19.935 that people would after 00:08:19.954 --> 00:08:20.995 they hear you say it would be like, yeah, 00:08:21.016 --> 00:08:22.156 of course I should do that. 00:08:22.177 --> 00:08:23.117 But maybe you haven't done yet. 00:08:23.677 --> 00:08:23.898 Yeah, 00:08:24.538 --> 00:08:25.680 it's all going to be in the world of 00:08:25.720 --> 00:08:26.000 Google. 00:08:26.160 --> 00:08:27.761 So first thing is make sure 00:08:27.781 --> 00:08:28.721 Google actually has a 00:08:28.762 --> 00:08:30.502 picture of your practice. 00:08:31.043 --> 00:08:32.945 I was helping with BD solution. 00:08:34.025 --> 00:08:36.207 Role was our pictures 00:08:36.847 --> 00:08:37.808 actually our practice. 00:08:38.149 --> 00:08:38.850 I can't tell you how many 00:08:38.889 --> 00:08:40.951 times Google found a back 00:08:41.032 --> 00:08:44.053 alleyway to post next to a dumpster. 00:08:44.153 --> 00:08:45.375 And so when people Google you, 00:08:45.554 --> 00:08:46.596 all they see is a back 00:08:46.696 --> 00:08:47.876 alleyway and a dumpster like that's 00:08:48.216 --> 00:08:48.937 not legit. 00:08:49.177 --> 00:08:50.038 It's not what you want. 00:08:50.398 --> 00:08:50.658 Right. 00:08:50.798 --> 00:08:51.278 And then too, 00:08:51.317 --> 00:08:52.859 what are your patients posting? 00:08:53.158 --> 00:08:54.919 You might not have a Google presence. 00:08:55.559 --> 00:08:56.480 You may have put one up, 00:08:56.520 --> 00:08:57.400 but haven't monitored it. 00:08:57.480 --> 00:08:58.201 And your patients are 00:08:58.241 --> 00:09:00.142 posting pictures saying how 00:09:00.162 --> 00:09:00.802 much they love you, 00:09:01.143 --> 00:09:02.864 but some of them might not be on brand. 00:09:02.943 --> 00:09:05.504 I remember we had one guy, he was awesome. 00:09:05.705 --> 00:09:05.764 Uh, 00:09:06.131 --> 00:09:06.912 He looked awesome. 00:09:06.971 --> 00:09:07.653 He seemed really nice. 00:09:07.673 --> 00:09:08.572 The clinic spoke highly of him. 00:09:08.653 --> 00:09:09.052 However, 00:09:09.594 --> 00:09:11.293 he was sort of flashing gang signs 00:09:11.394 --> 00:09:13.315 and had teardrops in his 00:09:13.375 --> 00:09:14.495 picture saying how awesome 00:09:14.515 --> 00:09:15.176 the clinic was. 00:09:15.275 --> 00:09:16.275 And it's like, oh, 00:09:16.355 --> 00:09:17.277 this is the only picture 00:09:17.677 --> 00:09:19.577 that people see when they Google you. 00:09:20.597 --> 00:09:21.479 Are you aware of this? 00:09:21.519 --> 00:09:23.038 How are you combating this 00:09:23.239 --> 00:09:24.639 and helping make sure? 00:09:26.095 --> 00:09:27.535 everything's nice into how 00:09:27.576 --> 00:09:29.076 you want to be represented. 00:09:29.518 --> 00:09:30.619 Yeah. 00:09:30.658 --> 00:09:30.839 Yeah. 00:09:30.879 --> 00:09:31.720 And some of that might be hard. 00:09:31.740 --> 00:09:32.320 You can't really, 00:09:32.340 --> 00:09:33.260 you can't really control a 00:09:33.301 --> 00:09:34.381 hundred percent what other people say, 00:09:34.422 --> 00:09:35.822 but at least being aware of it. 00:09:35.903 --> 00:09:36.903 I mean, you know, 00:09:36.943 --> 00:09:38.524 my cohost on PT breakfast club, 00:09:38.565 --> 00:09:40.846 Tony Meritato says, open up a, 00:09:41.567 --> 00:09:43.708 a Google Chrome incognito 00:09:43.749 --> 00:09:45.509 window and Google yourself 00:09:45.750 --> 00:09:47.412 once a month at minimum and 00:09:47.532 --> 00:09:48.673 and see what comes up and 00:09:48.692 --> 00:09:49.594 then ask yourself, 00:09:49.653 --> 00:09:51.155 is this the best I have to offer? 00:09:51.235 --> 00:09:52.397 Or am I holding some things 00:09:52.456 --> 00:09:53.879 back that I haven't put out there? 00:09:53.918 --> 00:09:55.921 Because people are doing that. 00:09:55.941 --> 00:09:57.081 That's the first thing we do, right? 00:09:57.101 --> 00:09:58.222 We go to someone's socials 00:09:58.243 --> 00:09:59.784 or we Google them and see 00:10:00.245 --> 00:10:01.105 what do they stand for? 00:10:01.145 --> 00:10:02.147 Who are they? 00:10:02.167 --> 00:10:02.347 Yep. 00:10:02.807 --> 00:10:02.967 No, 00:10:03.048 --> 00:10:04.908 the incognito mode in Google is awesome 00:10:05.229 --> 00:10:05.989 for doing any sort of 00:10:06.028 --> 00:10:06.828 research on yourself or on 00:10:06.849 --> 00:10:08.168 your clinic to see where do 00:10:08.188 --> 00:10:09.350 you pop up and how does that work? 00:10:09.370 --> 00:10:10.350 And two, Google reviews. 00:10:10.909 --> 00:10:11.750 Last time I heard, 00:10:11.769 --> 00:10:12.791 and the algorithm's always changing, 00:10:13.211 --> 00:10:15.171 thirty is the magic number. 00:10:16.051 --> 00:10:16.230 Yeah, 00:10:16.331 --> 00:10:17.451 it's not that hard to get thirty 00:10:17.491 --> 00:10:18.412 reviews for the algorithm 00:10:18.451 --> 00:10:19.711 to start recognizing your 00:10:19.751 --> 00:10:21.692 legit business and start 00:10:21.753 --> 00:10:22.692 helping promote you. 00:10:23.432 --> 00:10:24.734 It might be higher, it might be lower, 00:10:24.774 --> 00:10:26.274 but I'm pretty sure that still, 00:10:26.474 --> 00:10:27.673 like if you can aim for thirty, 00:10:27.774 --> 00:10:29.014 then the algorithm's like, hey, 00:10:29.075 --> 00:10:29.934 let's help. 00:10:31.215 --> 00:10:32.875 It sounds like a pretty tall order. 00:10:32.895 --> 00:10:33.655 Let's say you're sitting at 00:10:33.716 --> 00:10:36.076 zero or somehow one or two stumbled in. 00:10:36.116 --> 00:10:38.917 But if you wanted to put it in perspective, 00:10:38.996 --> 00:10:40.278 and perspective is powerful. 00:10:41.077 --> 00:10:42.839 If you asked two people a 00:10:42.899 --> 00:10:44.739 day and one person a day 00:10:44.778 --> 00:10:46.299 actually followed through for a month, 00:10:47.039 --> 00:10:48.220 you'd get to thirty faster 00:10:48.620 --> 00:10:49.240 than you'd think. 00:10:49.921 --> 00:10:50.421 Exactly. 00:10:50.561 --> 00:10:53.162 And if you do struggle with that, 00:10:53.182 --> 00:10:54.422 it's a great time for self-reflection. 00:10:54.782 --> 00:10:55.741 Why do you not feel 00:10:55.761 --> 00:10:56.623 comfortable asking your 00:10:56.722 --> 00:10:58.082 patients to give you a review like, 00:10:58.644 --> 00:11:00.668 is your brand as great as 00:11:00.708 --> 00:11:01.672 you think it is if you 00:11:01.711 --> 00:11:03.515 can't quickly think of 00:11:03.556 --> 00:11:05.240 maybe one or two patients to say, hey, 00:11:05.279 --> 00:11:06.703 can you just give me a review real quick? 00:11:07.371 --> 00:11:08.932 Yeah, yeah, yeah, yeah. 00:11:09.352 --> 00:11:10.592 Or make it, make it easy. 00:11:10.673 --> 00:11:12.413 I've seen people do the real simple thing, 00:11:12.433 --> 00:11:14.153 which is a QR code at the front desk, 00:11:14.214 --> 00:11:14.433 right? 00:11:14.474 --> 00:11:17.254 The almost the passive ask, right? 00:11:17.294 --> 00:11:19.255 Somehow or in an email, right? 00:11:19.275 --> 00:11:19.956 Could you, could you, 00:11:20.015 --> 00:11:20.755 could you email them and 00:11:20.775 --> 00:11:21.916 set up an email sequence of 00:11:22.636 --> 00:11:24.517 a day or a week after a 00:11:24.576 --> 00:11:26.857 treatment session to kindly ask if you, 00:11:27.298 --> 00:11:28.719 if you had a great experience, 00:11:28.739 --> 00:11:30.178 we'd love an honest review, 00:11:30.278 --> 00:11:32.120 like great and honest or two good words. 00:11:32.500 --> 00:11:32.899 Yeah. 00:11:33.000 --> 00:11:35.081 And that's, what's fun is with technology. 00:11:35.561 --> 00:11:36.500 Everyone's used to that. 00:11:36.860 --> 00:11:37.701 On a scale of one to ten, 00:11:37.721 --> 00:11:38.322 how likely are you to 00:11:38.341 --> 00:11:39.822 recommend us to your friends or family? 00:11:40.283 --> 00:11:42.624 The minute they give you nine or ten, 00:11:43.063 --> 00:11:44.085 you can have it trigger. 00:11:44.345 --> 00:11:46.846 So that way they get the invite to say, 00:11:47.186 --> 00:11:47.265 hey, 00:11:47.645 --> 00:11:49.586 leave a review and you automatically 00:11:49.606 --> 00:11:50.447 know who's good and who's 00:11:50.488 --> 00:11:51.808 bad and you don't have that fear. 00:11:51.828 --> 00:11:52.448 And I think that's what a 00:11:52.469 --> 00:11:53.528 lot of PTs fear is. 00:11:53.929 --> 00:11:54.909 Well, if I ask anyone, 00:11:54.950 --> 00:11:56.850 how do I know if they're 00:11:56.870 --> 00:11:58.631 going to give me a good review? 00:11:59.104 --> 00:11:59.825 Well, 00:11:59.845 --> 00:12:01.365 there's tech out there that can help. 00:12:01.905 --> 00:12:03.086 So we sort of touched on 00:12:03.106 --> 00:12:04.168 like even asking for a 00:12:04.467 --> 00:12:06.009 review might feel salesy or 00:12:06.068 --> 00:12:07.110 pushy or spammy. 00:12:07.210 --> 00:12:09.471 But if you do it in a spammy way, 00:12:09.510 --> 00:12:10.312 it will feel spammy. 00:12:10.331 --> 00:12:11.493 If you do it in a non-spammy way, 00:12:11.513 --> 00:12:12.734 it's going to feel not spammy. 00:12:13.254 --> 00:12:14.815 So let's go with patient retention. 00:12:15.195 --> 00:12:16.755 It's a big hot topic right now. 00:12:16.796 --> 00:12:18.017 It's going to cost you less 00:12:18.076 --> 00:12:19.758 in terms of time, effort, 00:12:19.798 --> 00:12:21.379 and money to retain a 00:12:21.419 --> 00:12:22.559 patient than it will be to 00:12:22.620 --> 00:12:23.860 find a new one. 00:12:23.900 --> 00:12:25.501 So since that's a hot topic right now, 00:12:26.442 --> 00:12:27.683 What does retention look 00:12:27.724 --> 00:12:30.144 like after a discharge? 00:12:30.164 --> 00:12:30.945 Some people might even say 00:12:30.965 --> 00:12:32.265 you never discharge a patient. 00:12:32.306 --> 00:12:34.147 You just might stop this plan of care. 00:12:34.187 --> 00:12:35.528 But what does retention look 00:12:35.548 --> 00:12:36.427 like after someone is 00:12:36.488 --> 00:12:37.528 leaving a plan of care? 00:12:37.548 --> 00:12:38.948 And how can PTs stay 00:12:38.989 --> 00:12:42.171 connected without being spammy or salesy? 00:12:42.791 --> 00:12:44.272 yeah I think the world of 00:12:44.292 --> 00:12:45.952 social media is the first 00:12:46.033 --> 00:12:47.293 and easiest step it's 00:12:47.634 --> 00:12:49.495 creating an instagram and 00:12:49.514 --> 00:12:51.797 just posting something 00:12:52.017 --> 00:12:53.378 quarterly even like just 00:12:53.398 --> 00:12:54.318 something to keep you top 00:12:54.359 --> 00:12:55.578 of mind I know a lot of 00:12:55.720 --> 00:12:56.659 people will send out 00:12:57.441 --> 00:13:00.462 birthday cards they get it 00:13:00.942 --> 00:13:02.043 and it just stays top of 00:13:02.104 --> 00:13:03.384 mind and then too just 00:13:04.365 --> 00:13:05.326 finding ways to stay in 00:13:05.346 --> 00:13:06.046 touch is it hosting 00:13:06.086 --> 00:13:07.246 workshops where you're 00:13:07.267 --> 00:13:08.467 staying engaged with people 00:13:08.508 --> 00:13:10.950 and just finding impactful ways that 00:13:11.798 --> 00:13:13.100 remind them who you are and 00:13:13.139 --> 00:13:14.041 create opportunities for 00:13:14.061 --> 00:13:15.461 them to stay in your 00:13:15.581 --> 00:13:16.943 ecosphere instead of going 00:13:16.964 --> 00:13:18.565 to google or go somewhere 00:13:18.666 --> 00:13:20.466 else to fix an issue that 00:13:20.528 --> 00:13:22.889 pt probably can fix without 00:13:23.370 --> 00:13:24.192 injection surgery 00:13:24.251 --> 00:13:25.893 everything else yeah you 00:13:25.913 --> 00:13:27.634 did mention the uh the world of google 00:13:28.976 --> 00:13:30.498 When it comes to technology, 00:13:30.658 --> 00:13:32.580 especially like we get into the specifics, 00:13:32.659 --> 00:13:34.381 software, tools, vendors, 00:13:35.062 --> 00:13:36.124 it can be a little confusing. 00:13:36.144 --> 00:13:37.024 There's a lot out there. 00:13:37.524 --> 00:13:39.927 How can PTs separate signal from noise? 00:13:39.967 --> 00:13:40.969 How can they sift through that? 00:13:41.570 --> 00:13:42.711 What should we actually 00:13:42.770 --> 00:13:44.231 expect from technology? 00:13:44.251 --> 00:13:44.972 What are some things that 00:13:44.993 --> 00:13:46.894 you suggest people actually embrace? 00:13:46.934 --> 00:13:50.719 Is there anything that comes to mind? 00:13:50.759 --> 00:13:51.500 I think that. 00:13:52.782 --> 00:13:53.883 When it comes to that, it just depends. 00:13:53.903 --> 00:13:55.283 There's so much out there for people, 00:13:55.302 --> 00:13:55.823 like you said. 00:13:56.203 --> 00:13:57.225 I think the first step is 00:13:57.264 --> 00:13:58.504 look at your EMR company 00:13:58.684 --> 00:14:01.667 and see what is in their ecosphere. 00:14:02.147 --> 00:14:03.227 Because I think one thing 00:14:03.248 --> 00:14:04.489 that gets really easy to do 00:14:04.548 --> 00:14:06.029 is try and piecemeal your 00:14:06.230 --> 00:14:09.192 own workflows throughout it and be like, 00:14:09.251 --> 00:14:09.611 okay, well, 00:14:09.631 --> 00:14:10.751 I'll use this system for marketing. 00:14:10.812 --> 00:14:11.832 I'll use this for emails. 00:14:11.873 --> 00:14:13.533 I'll use this for documentation. 00:14:14.053 --> 00:14:15.335 And sometimes there's ones 00:14:15.355 --> 00:14:16.975 that your EMR company might say, yeah, 00:14:17.015 --> 00:14:18.116 we integrate with... 00:14:19.010 --> 00:14:20.192 x y and z like I recently 00:14:20.211 --> 00:14:20.812 was talking to somebody and 00:14:20.831 --> 00:14:21.712 I had no idea prompt 00:14:21.893 --> 00:14:22.833 apparently integrates with 00:14:22.874 --> 00:14:24.554 the crm now and so it's 00:14:24.735 --> 00:14:26.777 easy to say you want that I 00:14:26.856 --> 00:14:27.576 never would have known that 00:14:27.677 --> 00:14:28.717 I don't imagine anyone else 00:14:28.738 --> 00:14:30.558 would have had I not asked 00:14:30.678 --> 00:14:32.080 and then there you go so I 00:14:32.100 --> 00:14:33.061 think there's a lot out 00:14:33.081 --> 00:14:33.981 there where instead of 00:14:34.001 --> 00:14:35.221 trying to piecemeal it see 00:14:35.241 --> 00:14:36.943 what's in your ecosphere 00:14:37.484 --> 00:14:38.345 and go from there 00:14:39.105 --> 00:14:40.345 If it's not easy, 00:14:40.485 --> 00:14:42.706 if simplicity is not one of 00:14:42.745 --> 00:14:44.486 the first two things being offered, 00:14:44.606 --> 00:14:45.547 I usually tell people to 00:14:45.567 --> 00:14:47.207 keep looking because it's 00:14:47.248 --> 00:14:48.148 twenty twenty five. 00:14:48.528 --> 00:14:49.908 This should not be complicated. 00:14:50.028 --> 00:14:50.448 They should. 00:14:50.688 --> 00:14:52.229 There's things called APIs. 00:14:52.568 --> 00:14:53.909 They should be connecting to each other. 00:14:53.970 --> 00:14:54.669 And if they're not. 00:14:55.686 --> 00:14:57.307 You typically can find 00:14:57.326 --> 00:14:58.506 something else to do the same thing, 00:14:58.767 --> 00:15:00.187 and your time is your most 00:15:00.226 --> 00:15:02.048 valuable finite resource. 00:15:02.087 --> 00:15:03.989 Yes, and I think, too, in that same world, 00:15:04.469 --> 00:15:04.989 ROI. 00:15:05.688 --> 00:15:07.210 If it doesn't make sense how 00:15:07.250 --> 00:15:09.470 they prove this is helping your practice, 00:15:10.370 --> 00:15:13.292 then it's not worth the risk of saying, 00:15:13.331 --> 00:15:14.052 let's go for it. 00:15:14.511 --> 00:15:15.373 Let's invest in this, 00:15:15.712 --> 00:15:17.133 though they can't tell me 00:15:17.854 --> 00:15:19.595 what an ROI is I can expect 00:15:19.674 --> 00:15:21.336 or how I can track it for myself. 00:15:21.535 --> 00:15:23.196 They might not say, hey, 00:15:23.256 --> 00:15:25.278 this CRM can give you a clear ROI. 00:15:25.778 --> 00:15:26.717 But if you don't know your 00:15:26.738 --> 00:15:27.698 referral conversion rate, 00:15:28.438 --> 00:15:29.879 then there's your ROI right there. 00:15:29.899 --> 00:15:31.120 You're getting data to help 00:15:31.200 --> 00:15:33.261 inform everything else you're doing. 00:15:34.042 --> 00:15:34.861 I think that's one of the 00:15:34.881 --> 00:15:35.682 big things that a lot of 00:15:35.702 --> 00:15:36.822 people don't think through 00:15:36.883 --> 00:15:37.443 or they hear this 00:15:37.484 --> 00:15:38.384 convoluted thing and they 00:15:38.403 --> 00:15:39.804 get confused and they just say, oh. 00:15:40.373 --> 00:15:40.793 okay, 00:15:40.812 --> 00:15:42.674 you said there's an ROI instead of 00:15:42.794 --> 00:15:43.676 actually trying to force 00:15:43.696 --> 00:15:44.756 them to explain it and see 00:15:44.777 --> 00:15:45.756 are they full of crap or not. 00:15:46.138 --> 00:15:48.539 Yeah. 00:15:48.559 --> 00:15:48.799 Hunter, 00:15:48.820 --> 00:15:49.841 you got a great quote and I love me 00:15:49.860 --> 00:15:52.423 some quotes, big quotable, movie quotes, 00:15:52.503 --> 00:15:53.823 inspiration quotes, history quotes. 00:15:53.864 --> 00:15:54.124 I love them. 00:15:54.163 --> 00:15:54.924 You got a great quote. 00:15:55.424 --> 00:15:57.506 You're in control of your practice, 00:15:57.606 --> 00:15:58.488 not your vendors. 00:15:58.908 --> 00:16:00.229 Help me understand and help 00:16:00.269 --> 00:16:01.210 us understand that quote, 00:16:01.649 --> 00:16:03.030 how PTs can take back that 00:16:03.071 --> 00:16:05.052 power when making business decisions. 00:16:05.782 --> 00:16:07.643 yeah I think the first thing 00:16:07.702 --> 00:16:09.263 is asking questions and 00:16:09.342 --> 00:16:10.903 knowing having that data 00:16:11.083 --> 00:16:11.904 for yourself of your 00:16:11.924 --> 00:16:13.605 practice what are your key 00:16:13.644 --> 00:16:15.985 metrics that matter to you 00:16:16.086 --> 00:16:18.206 and feed your family and 00:16:18.326 --> 00:16:19.668 once you understand that 00:16:19.788 --> 00:16:20.827 then you start going to 00:16:20.868 --> 00:16:21.969 these vendors and saying 00:16:22.048 --> 00:16:24.970 hey I don't agree with this 00:16:25.029 --> 00:16:27.091 price increase I haven't I've seen 00:16:28.811 --> 00:16:29.971 more unstable system, 00:16:30.371 --> 00:16:31.533 downtimes have increased. 00:16:31.633 --> 00:16:32.714 I'm not able to do all these 00:16:32.734 --> 00:16:34.174 things and you're increasing my price. 00:16:36.576 --> 00:16:37.937 I know what I'm worth and I 00:16:37.976 --> 00:16:38.956 don't need to continue this 00:16:38.976 --> 00:16:40.278 relationship just because I 00:16:40.317 --> 00:16:42.298 have to for my practice's sake. 00:16:42.580 --> 00:16:43.600 I need to be willing to take 00:16:43.639 --> 00:16:44.941 a risk potentially or try 00:16:45.000 --> 00:16:48.202 something new to improve 00:16:48.243 --> 00:16:50.543 the life of my practice, of my clinicians, 00:16:50.683 --> 00:16:52.785 of my patients by leaving 00:16:52.826 --> 00:16:53.846 this vendor instead of just 00:16:53.865 --> 00:16:56.807 be stuck in like an abusive relationship. 00:16:58.988 --> 00:17:00.009 That's a good way to look at it, 00:17:00.208 --> 00:17:01.408 asking those questions and 00:17:01.769 --> 00:17:03.129 constantly doing sort of an 00:17:03.269 --> 00:17:05.832 audit of what is this – if 00:17:05.892 --> 00:17:06.833 businesses try to sell you 00:17:06.893 --> 00:17:07.873 on a relationship, 00:17:07.913 --> 00:17:08.854 like you're not just a client, 00:17:08.874 --> 00:17:10.755 we're having a partnership, 00:17:11.075 --> 00:17:11.575 we're a partner, 00:17:11.835 --> 00:17:13.236 constantly doing that audit and saying, 00:17:13.256 --> 00:17:14.616 what am I getting out of this? 00:17:14.656 --> 00:17:15.176 And it doesn't need to 00:17:15.217 --> 00:17:17.439 necessarily always be financial. 00:17:17.519 --> 00:17:19.259 It could be we're expanding, 00:17:19.279 --> 00:17:20.079 we're giving you more 00:17:20.119 --> 00:17:21.020 without charging you more, 00:17:21.441 --> 00:17:22.561 or we're charging you more, 00:17:22.942 --> 00:17:24.883 but we're going to give you ten X that. 00:17:25.002 --> 00:17:26.104 We're going to let's focus 00:17:26.124 --> 00:17:27.483 on the value side of the equation, 00:17:27.805 --> 00:17:29.444 because if you show up with ten X value, 00:17:29.806 --> 00:17:32.067 people would easily pay ten percent more. 00:17:32.207 --> 00:17:32.886 But you've got to do that 00:17:32.926 --> 00:17:33.688 value side for you. 00:17:33.708 --> 00:17:34.508 You got to you got to paint 00:17:34.528 --> 00:17:35.828 that picture so people understand it. 00:17:36.229 --> 00:17:36.689 Yep. 00:17:36.808 --> 00:17:38.390 And if your goal is to scale, 00:17:38.690 --> 00:17:40.010 can this allow you to even 00:17:40.070 --> 00:17:41.692 scale or is are they going to be like, 00:17:41.731 --> 00:17:43.833 hey, if you get beyond five clinics? 00:17:45.063 --> 00:17:46.344 We are going to need something new. 00:17:46.503 --> 00:17:47.663 If it's a billing system, 00:17:47.723 --> 00:17:48.585 like start thinking, 00:17:48.984 --> 00:17:50.105 where is your future state? 00:17:50.404 --> 00:17:52.086 You want to be a multi-locational clinic? 00:17:52.486 --> 00:17:53.567 Why not try and find a 00:17:53.606 --> 00:17:54.988 solution that can handle 00:17:55.008 --> 00:17:56.048 that instead of settling 00:17:56.087 --> 00:17:57.088 for something that's like, well, 00:17:58.388 --> 00:17:59.450 they specialize in me doing 00:17:59.470 --> 00:18:00.230 the billing for now. 00:18:00.369 --> 00:18:01.410 I don't know how to do the billing, 00:18:01.450 --> 00:18:02.290 but here we go. 00:18:02.990 --> 00:18:04.532 And in a few months time, 00:18:04.593 --> 00:18:05.773 I'll be able to get a different one. 00:18:05.913 --> 00:18:06.594 And then you're just 00:18:06.634 --> 00:18:07.734 constantly in a state of change. 00:18:08.035 --> 00:18:09.175 Yep. 00:18:09.215 --> 00:18:09.557 Now, Hunter, 00:18:09.576 --> 00:18:11.557 you've got the energy and the 00:18:11.617 --> 00:18:13.599 passion who could talk 00:18:13.640 --> 00:18:15.121 strategy around this all day, 00:18:15.161 --> 00:18:16.382 but you're also something a 00:18:16.402 --> 00:18:17.143 little bit different. 00:18:17.163 --> 00:18:18.503 You're an ordained minister. 00:18:19.344 --> 00:18:19.744 Yes. 00:18:19.944 --> 00:18:20.125 Yeah. 00:18:20.865 --> 00:18:22.787 How does that show up in your work at all? 00:18:22.826 --> 00:18:23.508 How does that it's got to 00:18:23.548 --> 00:18:24.628 come into play because it's in you. 00:18:25.338 --> 00:18:25.578 Right. 00:18:26.079 --> 00:18:27.539 If you ever need pet blessings, 00:18:27.601 --> 00:18:29.281 pet funerals, anything like that, 00:18:29.362 --> 00:18:31.482 that's really where it shines. 00:18:31.883 --> 00:18:32.743 It was a fun, 00:18:33.304 --> 00:18:35.986 boring high school challenge of like, 00:18:36.066 --> 00:18:36.645 I bet you won't get 00:18:36.665 --> 00:18:37.287 ordained when you turn 00:18:40.669 --> 00:18:41.809 Kept it up ever since. 00:18:41.849 --> 00:18:43.391 I think, I mean, like with Bryan Cranston, 00:18:43.411 --> 00:18:45.172 like all these big celebrities. 00:18:45.311 --> 00:18:45.632 Also, 00:18:45.751 --> 00:18:47.252 we all got ordained from the same group. 00:18:47.292 --> 00:18:48.633 So, you know, it's an elite crew. 00:18:48.933 --> 00:18:49.534 That's great. 00:18:49.814 --> 00:18:49.993 All right. 00:18:50.013 --> 00:18:51.535 We're going to do speed, speed round. 00:18:51.575 --> 00:18:52.315 Three questions. 00:18:52.375 --> 00:18:53.096 Rapid fire. 00:18:53.115 --> 00:18:53.635 You ready, Hunter? 00:18:53.955 --> 00:18:54.616 Let's do it. 00:18:54.656 --> 00:18:54.876 All right. 00:18:54.916 --> 00:18:56.538 Give me a simple system or 00:18:56.678 --> 00:18:59.159 habit that any practice can 00:18:59.199 --> 00:19:01.339 put in place tomorrow to 00:19:01.420 --> 00:19:03.622 better track referrals or reactivations. 00:19:03.682 --> 00:19:04.781 Is there something simple? 00:19:05.102 --> 00:19:06.143 Doesn't need to be expensive, 00:19:06.603 --> 00:19:07.624 but what would you suggest? 00:19:08.564 --> 00:19:10.546 a spreadsheet track when you 00:19:10.586 --> 00:19:12.086 get a lead added in there 00:19:12.367 --> 00:19:13.808 and then see how many leads 00:19:13.828 --> 00:19:15.351 came in and how many got scheduled. 00:19:16.050 --> 00:19:17.291 And I think that's huge just 00:19:17.333 --> 00:19:18.133 to help with that. 00:19:18.153 --> 00:19:19.074 And then you also have a 00:19:19.134 --> 00:19:21.215 list that if they didn't 00:19:21.596 --> 00:19:22.837 come in for whatever reason, 00:19:23.218 --> 00:19:25.160 because maybe they're too costly, 00:19:25.220 --> 00:19:26.221 whatever that might be, 00:19:26.280 --> 00:19:27.702 you can then pull from that 00:19:27.762 --> 00:19:29.663 well later on down the line. 00:19:30.605 --> 00:19:31.405 If it doesn't get measured, 00:19:31.425 --> 00:19:32.365 it's not going to get improved. 00:19:32.405 --> 00:19:33.346 We know that. 00:19:33.386 --> 00:19:34.867 Can you share a case where a 00:19:35.028 --> 00:19:36.288 PT practice you've worked 00:19:36.327 --> 00:19:37.949 with made a small change 00:19:38.229 --> 00:19:40.691 but saw big results in one 00:19:40.711 --> 00:19:41.790 of their big pain points? 00:19:42.271 --> 00:19:43.451 Yeah. 00:19:43.491 --> 00:19:44.192 Secret calling. 00:19:44.633 --> 00:19:45.713 Having someone call your 00:19:45.894 --> 00:19:48.355 practice to hear what your 00:19:48.434 --> 00:19:49.175 people are saying. 00:19:49.976 --> 00:19:51.596 I was told I was calling somebody. 00:19:51.616 --> 00:19:52.037 I said, hey, 00:19:52.076 --> 00:19:54.439 my grandfather just had hip replacement. 00:19:54.479 --> 00:19:55.058 Can you treat him? 00:19:55.659 --> 00:19:56.380 And the answer was no. 00:19:57.038 --> 00:19:59.102 It's like what you accept Medicare. 00:19:59.123 --> 00:20:00.243 There's no reason not to. 00:20:00.305 --> 00:20:01.046 So just again, 00:20:01.066 --> 00:20:02.228 finding these little things 00:20:02.268 --> 00:20:03.789 that create pain points for 00:20:03.829 --> 00:20:05.113 you as a practice and for 00:20:05.133 --> 00:20:06.855 your patients that doesn't 00:20:06.875 --> 00:20:09.339 take much work to call or have a 00:20:10.338 --> 00:20:11.779 friend call and go through 00:20:11.799 --> 00:20:12.921 the process and just see 00:20:12.980 --> 00:20:14.121 what's it like for them. 00:20:14.521 --> 00:20:14.721 Yeah. 00:20:14.781 --> 00:20:15.821 Where's the leak, man? 00:20:15.862 --> 00:20:16.803 Plumbers will tell you that 00:20:16.883 --> 00:20:18.564 is when you're trying to find a leak, 00:20:18.584 --> 00:20:19.565 you don't turn the water off. 00:20:19.585 --> 00:20:20.704 You turn the water up and 00:20:20.724 --> 00:20:21.766 you try to go through that 00:20:21.786 --> 00:20:23.166 and see where the, uh, the bleed is. 00:20:23.186 --> 00:20:24.788 Uh, what's a book, 00:20:25.008 --> 00:20:26.848 a movie or a podcast that 00:20:26.868 --> 00:20:28.329 you'd recommend for someone? 00:20:28.769 --> 00:20:29.371 It doesn't have to be 00:20:29.431 --> 00:20:30.570 physical therapy related, 00:20:30.611 --> 00:20:31.432 but it's something that 00:20:31.592 --> 00:20:32.932 inspired or educated you 00:20:32.952 --> 00:20:35.994 that you've consumed in the last year. 00:20:36.115 --> 00:20:36.355 Ooh, yeah. 00:20:38.354 --> 00:20:40.455 I would say Extreme 00:20:40.496 --> 00:20:41.876 Ownership by Jocko Willink. 00:20:42.137 --> 00:20:43.719 That is one of my all-time 00:20:43.759 --> 00:20:44.960 favorite books that I try 00:20:44.980 --> 00:20:46.000 and read annually. 00:20:46.461 --> 00:20:47.583 And it just kind of helps 00:20:47.682 --> 00:20:50.545 reframe whatever I'm trying to do. 00:20:50.625 --> 00:20:52.787 If it's a new role, a new challenge, 00:20:52.807 --> 00:20:54.249 or just a refresher on, hey, 00:20:54.628 --> 00:20:56.009 how can I grow as a person? 00:20:56.451 --> 00:20:58.172 And I think it's cool because it helps you 00:20:59.053 --> 00:21:00.712 no matter where you are in a clinic, 00:21:01.334 --> 00:21:02.634 understand how you can 00:21:02.693 --> 00:21:05.315 contribute in that role and 00:21:05.535 --> 00:21:07.214 help influence up the chain 00:21:07.494 --> 00:21:08.714 and below the chain. 00:21:08.734 --> 00:21:09.756 So I think that one would 00:21:09.796 --> 00:21:12.276 probably be the best. 00:21:13.136 --> 00:21:13.477 Yeah. 00:21:13.517 --> 00:21:15.436 Former Navy SEAL, Jocko, he's famous. 00:21:15.477 --> 00:21:16.616 If you follow him on social media, 00:21:16.656 --> 00:21:18.097 he's always taking pictures 00:21:18.137 --> 00:21:19.018 of his watch because he's 00:21:19.038 --> 00:21:19.877 always getting up at like 00:21:19.998 --> 00:21:21.778 zero dark thirty and saying, listen, 00:21:22.179 --> 00:21:23.078 if you want to get after it, 00:21:23.098 --> 00:21:23.898 you got to get out of bed a 00:21:23.919 --> 00:21:24.878 little earlier every morning. 00:21:24.898 --> 00:21:25.720 So he gets out of bed like 00:21:25.740 --> 00:21:26.640 four thirty in the morning. 00:21:27.087 --> 00:21:27.428 Yes. 00:21:27.627 --> 00:21:31.030 His good philosophy makes me 00:21:31.050 --> 00:21:32.291 want to run through a wall all the time. 00:21:32.311 --> 00:21:32.592 Yeah. 00:21:33.292 --> 00:21:34.032 If people wanted to reach 00:21:34.093 --> 00:21:35.094 out to you and connect with you, 00:21:35.114 --> 00:21:36.134 what's the best way to do it? 00:21:36.755 --> 00:21:36.974 Yeah. 00:21:37.035 --> 00:21:37.455 LinkedIn. 00:21:37.635 --> 00:21:38.496 That is the easiest. 00:21:38.516 --> 00:21:39.737 I'm super active on LinkedIn. 00:21:40.258 --> 00:21:40.857 Hunter recorder. 00:21:40.958 --> 00:21:41.878 Pretty easy to find. 00:21:43.059 --> 00:21:45.662 And yeah, that's DM me slide in that way. 00:21:45.682 --> 00:21:46.862 I'm sure my email and 00:21:46.902 --> 00:21:47.742 everything else is on there. 00:21:47.762 --> 00:21:48.544 So if that's easier. 00:21:49.461 --> 00:21:50.021 There you go. 00:21:50.462 --> 00:21:50.722 Love it. 00:21:50.903 --> 00:21:51.123 Hunter, 00:21:51.163 --> 00:21:52.523 appreciate the time doing a rapid 00:21:52.564 --> 00:21:54.845 fire episode here with us on PT Pinecast. 00:21:55.224 --> 00:21:56.226 Thanks for doing what you do 00:21:56.246 --> 00:21:57.067 for this profession, man. 00:21:57.106 --> 00:21:57.686 We appreciate it. 00:21:58.047 --> 00:21:58.227 Yeah. 00:21:58.326 --> 00:21:58.647 Awesome. 00:21:58.667 --> 00:21:59.127 Thanks for having me.