About this Podcast
Episode Transcript:
DEAN
Well, hello everybody in podcast lands. This is Dean Steinman, President of Wealth of Marketing, and we are back with another awesome podcast for you. I hope everybody is healthy and well. We're in the middle of fall right now in 2022. And those of you who are football fans, hopefully your team is making you smile. We're in the smile business here.
I'm a Jets fan, so I haven't missed smiling that much, but we're keeping our fingers crossed. And I've got a very special guest with us today that we're going to talk about. Big hole in practices. And I've got Tyler Loveall and Tyler is the founder of an incredible company called Ortho Patients.
And we're here to talk a little bit about the industry, what we have seen as a big hole, and how we're filling that hole. So Tyler, welcome. How are you today?
TYLER
I'm doing great. Thank you so much, Dean. I'm an Eagles fan and they're making me smile really big this season. So, but yeah, it's great to be here with you
DEAN
Don't blame you, the Eagles are looking pretty darn good right now. So, don't blame me. Jaylen's not hurting anybody except for the competition. So, very stoked. I'm sure you're very happy about that. So, tell us, you've been in this industry for a while and I've been in this journey a long time.
When I speak to clients, I see how things are going and what their biggest issue is. I would say 99% of the clients who I speak to, their biggest issue is staff. Always. It's either finding the people that want to work, people that care, or people that just get the job done.
So, what have you found? When you're, before you, the reason you got into this, there was a hole in the industry. And then we'll talk a little bit about how we're filling that gap. So, what's been your experience in the orthodontic world as far as, and at the end of the day, my job, your job, anybody who's not an orthodontist works in the marketing industry, is to set up appointments. We want to get people's butts in the seats and it's up to doctors to convert them into patients and make them smile. Let's talk a little bit about, what you see as a hole in the industry and what you think is being done to fill it in
TYLER
Yeah, thanks Dean. Great question. So, a bit of background: I've been an agency owner for the last four years, helping orthodontists gain new clients. One of the biggest holes I've seen in the industry is the ability to call leads quickly, schedule them, and confirm them in an efficient way. Any company can get leads, but calling them and getting them on the schedule has been a concern. One of the issues is staffing, especially coming out of COVID, where offices are short-staffed. But even outside of that, staff members are busy and when a lead hits their email inbox, they usually call or text them at the end of the day, or it gets forgotten about. This breaks our hearts when we're trying to get leads and help doctors grow their practices. We've seen these issues come up, whether it's just the ability to call them quickly or leads getting lost in the email shuffle. So, that's something we've found and we've tried our best to solve moving forward.
DEAN
It rips both of our hearts out, because I spoke to a client the other day, we were showing them (cause we track everything) and I said, "What? Last Friday alone, you've got nine phone calls during business hours that were not answered. On Thursday alone, eight phone calls, Wednesday, blah, blah, blah. So every week, dozens and dozens of people are reaching out to a practice and they say somebody's busy, then they answer the phone. And people still pick up the phone and call the police these days, if you imagine that."
So, to have the ability to close that gap and to offer this service is pretty remarkable. That's the reason that I've got Tyler here to talk about that, and we're working with him to bring this to our clients. So, as you said, people's phones are not answered right away and forms are not responded to. People go to somebody else. Think about it guys, if you want to make a reservation at a restaurant tonight and you call up and it goes to voicemail, what are you going to do? You're going to call another one. Or if you can't book it right there, and you want to fill out a form and wait for them to get back to you, if they don't get back to you within the next few minutes, you're going to go somewhere else.
So, what is it that you found that was needed and how did you fill that gap? Because I said, people aren't answering the phones or not responding back. So, what is it that you see was out there and how did you fix that?
TYLER
Really, what it came down to is that we did a lot of research and study before we made a big decision for our company to solve this problem we found. The research we found showed a 3000% increase in scheduling someone within five minutes of them showing interest and then showing up and starting treatment. There are tons of studies out there that show if you get them on the phone within five minutes of them submitting a form online, going through your website, or coming through your Facebook ad, you call them within five minutes.
3000% increase. So you have to look that up. I'm not lying about that. There's research and studies all over the internet on that. So, what it came down to was, okay, we can get a ton of leads, we're really good at that. But we're like, okay, how do we solve this?
So, what we did is instead of hiring overseas and getting people who don't know the industry, we decided to bite the bullet. And we went out of our way and decided to hire three of the best office managers, TC and follow-up assistants at the front desk to come work for us. We hired them, recruited them, and paid them a high salary to be able to have that conviction on the phone.
You have to pay them well to do that. So we pay them well and also incentivize them with commission to be able to go out and book these people. So now we built our team around a core foundation of people who understand the fundamentals of the orthodontic world. Now, these girls will get on the phone within a couple of minutes, call them, text them, email them at different times of the day to be able to really solve this issue of getting people on the schedule.
I had a really cool story about an office in Pennsylvania where our girls, they work on commission, so if they don't have anything going on late at night or on the weekends, they have the ability to work. So, this girl was not busy at 11:00 PM at night, she saw a lead come in and got the person scheduled at 11:00 PM that night. That person came in within 12 hours and started full treatment the very next day. Wow. And the doctor was like, "Hey, no one else is doing this in my area or in the industry alone."
So that's how we solved this issue. We developed a follow-up team who knew the industry. Being in, like, we have a girl who's been on our team, she has over 20 years of experience in running offices. So now we can answer every question, technical question, treatment question, and that gives us an upper hand just because we are able to answer those questions, get them booked, get the insurance information, get a photo of their front and back of their ID card, and really streamline the whole process.
That way, offices can focus on what they do best, starting patients and we get them directly booked on their schedule. So it's a complete end-to-end process.
DEAN
That is such a big hole, as you guys know. Think about how long it takes for you to actually pick up the phone, respond back to somebody, get their information and confirm their insurance. That part alone is such a headache. And when Tyler brings that whole process together and closes that up. And from a marketing perspective, this is great because when I speak to clients and I say, well, you got 109 leads last month, let's see how many of those turned into consults. If we don't see that number as the number that we should, well what happened? And obviously you hope the staff is busy and wears a lot of asses, you said. So now there's the ability to take that off your plate. Guys, just focus on what you do best. Your job is to make people smile. Your job is to get their teeth straight and your team is there for that. So to be able to have a false solution from getting people to call you up, to getting all the paperwork, insurance verification in, and then just basically you just do what you do best. Think about how much more money you're gonna make, how much happier your staff is gonna be, how much more efficient your practice is gonna be. You just mentioned before the 3000% increase. Another stat that I read is: The first person to actually have a meaningful two-way communication with a practice has an 88% chance of them coming, starting 88%. So if you are not the first person to actually get in and respond to them and communicate with them no matter what way it is, you have a pretty good chance that you're gonna lose it. So how many times do, on average, do you think it takes to get a person to have a two-way relationship with you? Because I know sometimes I call a practice and somebody will fill out a form and then, oh, well we left a message. So they're a bad lead.
TYLER
I've heard that story over and over again, and our team is dedicated to following up. That's all they do. They call three times a day at different times and take a break in the middle of the day when it's slower. Then they call between 4 and 8 PM at night, which are the golden hours. That's when people are home, able to answer their phone, and we just book a ton of appointments. Just this last quarter, for our doctors, we had over a thousand booked appointments come from our follow-up team, which is just insane. So, that's how we've been able to do it in those little chunks of time. We call them three times a day, text them a couple of times, and it really gets them to answer the phone, talk with our team, have that conversation, and build that trust.
DEAN
How many touches on average do you think it takes to actually.
That final touch points into, to say them, to say yes and to schedule it. Cause I know that this, most practices was said, we'll call up, leave a message, and that's it. Goes into a black hole, never to be heard from again. So when you say, , call three times a day, how many days do you do it before you stop being annoying or stop, or you say forget it, or then go into a recall program?
So on average, how many times do you reach, reach out to people, and then what have you found? The Nu magic number that actually gets them to, to, to finally say yes or no.
TYLER
Great question. So, because we call at different times of day, most offices aren't equipped to have someone at their front desk calling at different times, right?
They usually have a set time at the end of the day or during lunch to call leads. Our time is about three touchpoints to get them on the phone. And then to get them scheduled just because we're calling at different times. So one to two days is usually our turnaround time from the, when the lead comes in to getting them on the schedule and booked insurance, all that.
So between one to two days, about three touching points is usually what it takes. Just cause we do call at different times, which makes it a lot easier.
DEAN
we're gonna hear from a lot of client practices that I don't have the bandwidth to do this, or I can't put time into this and whatever. So how much time, realistically, does it take a practice to work with you to get things rolling?
Because if they're, , if their staff is short already and they don't have the bandwidth to do it, and wearing so many hats, they're like, I can't put time into this and I can't train them and show them how to do it. So, realistically, what's needed from a practice, in order for them to say, okay, yeah, I'm gonna work with you guys and get this off my plate.
TYLER
Yeah. So we have two, about one hour phone calls with your team. One of them, we even cater your lunch. So we bring lunch to your team. You meet your follow up manager cuz we really wanna build that relationship with your team. There's a lot of office managers and scheduling managers or coordinators where they are.
They love their schedule and they don't like anyone else touching it. So what we do is we have those two phone calls, zoom calls and you meet your team. We provide lunch to you. When you provide lunch to your team, everyone's happy. They break down their barriers, they let us in. And then they give us all their insurance.
They accept the appointment time. Some doctors don't like appointments before lunch or at the end of the day. So you give us all your scheduling preferences in those two hours. That's all it takes. After those two hours, you're up and running with our team. You literally have someone working for you.
Outside of your office scheduling all the time, which is just crazy. We've been able to pioneer that system and it's just been able to save offices just tons and tons of time.
DEAN
Incredible. And on average, what kind of return a practice is getting? So you said you brought a thousand stars or whatever it is.
So on average, what, what, what can a practice look at to say, wow, okay, I'm gonna see my numbers. Like this and my, and my team could focus on this and blah, blah, blah, blah, blah. So what are they gonna see differently as far as the bottom line now?
TYLER
they're gonna get, , we, they're gonna get a ton of people scheduled during, during the time working with us.
So it's hard to answer that question because we do run Facebook ads connected to this follow up program. But generally offices are seeing anywhere between seven to 10 X R O R programs or even higher. That's with you. our, our lead systems generating that. But if you have all sorts of lead systems coming in from Facebook to Google, , seo, your website's, producing good leads, that can be even higher, right?
the ability to close leads, quickly, get them on the phone. It's gonna increase anyone's numbers or profitability. But for us, in our numbers, with only Facebook ads, they're generating a seven to 10 X ROI consistently with our programs, with the follow up team.
DEAN
Think about that. What if, especially right now in this crazy economy, what would you do if your, you know, financial planner says, 'Okay, I'm gonna show you 700% return'? 500%, a thousand percent return, you'd like, 'Oh my God, here's all my money. Take it.' Well, that's what we, that's what's available now with the right marketing program in place and the right team. All right. You know, we could get your, I could get you found on top of Google tomorrow, okay? We could get your phone ringing and get your people filling out your forms.
But if you don't have the bandwidth of the right team to do it, and then to follow up with it and to get people showing. It's not gonna work guys. And you know that. So now you have to adapt your practice. Okay? The old days of, 'Yeah, we could do everything and people know us.' That's old. You have to adapt, adapt, adapt.
And by working with, you know, working with us, working with Tyler, bringing this program in is gonna make a huge, huge difference in your bottom line and your practice. As I said, if 88% of people are gonna go with the first person they speak to, you know, 3000%, you know, chance of somebody coming in if you communicate the right way for 'em.
Those numbers don't lie. So you know, there's a huge opportunity for you to do that. So anybody who's listening and wants to take the next step, you know, after this, wait till this podcast is over, of course, then go to authormarketing.com. Ortho patients. And from there, you're gonna see a little form, fill it out and we'll get back to you and we'll set up a time to discuss it.
We'll have a consult with you, we'll walk you through the process, and we'll be able to help you with your closing your gap and putting more money in. So, again, and the link will be in the bottom of the podcast here as well. It's marketing.com/orthopatients. And you'll see the information, you'll see a form, and then we'll schedule a time to talk and we'll be able to help you out from there.
So Tyler, once again, thanks so much for joining. I really appreciate it. This is great. You know, we partnered with Tyler to put together this great program to work with it here. You know, he gets the ball, you know, gets everything closed up, you know, working with us off the marketing, we get you found on Google.
We get you everything rolling. We get, we show you how to get the people to your website and then from there he's gonna close 'em and get 'em in for you there. So we have the perfect storm for you guys and just think about it. Think how much time your staff is spending alone just doing insurance verification.
Just think how much time they're spending, you know, getting forms filled out. Just think how much time they're on the phone, just following up for people that you know that filled out a form or call. Now, you don't have to do that anymore. Just focus on what you do best. And you know, so this is our little holiday gift to you, okay?"
