E598 | Dialing In Your Customer Journey With Yves Gege

In this podcast episode, Danny and Yves discuss the importance of shifting traditional physical therapy practices towards a more proactive approach that focuses on helping people achieve their long-term goals. They emphasize that understanding a customer's individual needs and goals is crucial to creating a performance-based cash-based practice hybrid practice.

They focus on the customer journey, which includes basic marketing, communication, and buy-in, getting people to come in for an evaluation, getting them to buy into a package, and continuity/retention. They also provide insights on how to create a successful and enjoyable customer experience, such as finding your niche, building trust, and having a clear communication system and culture within the business.

The podcast also highlights the importance of providing value beyond just getting customers out of pain, focusing on customer relationships, using technology to make processes more repeatable, and providing value through emails, newsletters, and social media. Danny emphasizes the importance of automation to increase touch-points and provide value, which can help with patient retention.

The episode concludes with a call to action for clinicians to have financial, time, and clinical freedom, and provides resources to help individuals reach these goals. Listeners can expect to gain valuable insights on how to shift their mindset towards a more proactive approach and create a successful business that helps people become healthier.

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Podcast Transcript

Danny: [00:00:00] Hey, real quick before we start the podcast episode, I want you guys to check out our new YouTube channel for PT Biz. We are putting out a weekly video on the most common questions that we get, and we are breaking those down in a way that's more engaging. Where you can learn better and really focus on one thing at a time.

So if you're interested in really learning more skills to upgrade your cash and hybrid practice, head over to YouTube. Subscribe to the PT Biz Channel and check out the weekly videos that we're coming out with to help you win in the cash-based practice game. So here's the question. How do physical therapists like us who don't wanna see 30 patients a day, who don't want to work home health and have real student loans create a career and life for ourselves that we've always dreamed about?

This is the question, and this podcast is the answer. My name's Danny Matte, and welcome to the PT Entrepreneur Podcast.[00:01:00]

Hey, what's going on, doc Danny here with a quick intro for this PG Entrepreneur podcast. And this one comes, uh, from myself and Eve Gigi, who is one of my business partners. And we take a deep dive into the importance of really focusing on your customer journey. So this is a training that we did inside our PT entre.

Facebook group. This is a free Facebook group. We have about 6,000, uh, clinicians that are in there that are working on, you know, starting and growing their business. A really cool place to be. Um, we do training like this every couple weeks, and we have a lot more that we're gonna be doing through the rest of this year.

A lot of cool stuff that we're sharing. So if you're not in that group, head over to Facebook and just write, uh, look up PT entrepreneurs. Uh, it's the only one that, that, uh, that exists to my knowledge. And, uh, go ahead and request to join. You have to be a clinician. We, uh, we will look up, you know, uh, as much information on you as we can [00:02:00] before we allow somebody, you know, to, to come in the group so we can make sure that it's all the right people that are, that are in there that, uh, we're trying to help.

And, uh, if you'd like more trainings like this where, you know, you can see the video of it and you can even interact with us live as we do these, then, uh, head there. Make sure you join the group and look out for more trainings that we have. So hopefully you enjoy this one and I'll talk to.

Yves: Everyone, welcome GT entrepreneur, Facebook group.

We're back up on these live streams. Super excited about it. We recently just had one of our mastermind events and uh, I dove deep probably for the last six months, all about the customer journey. And what I realized in building that presentation too was that. In the beginning, I think both Danny and I, you know, we had practices.

We tried to grow and scale them kind of separately, and we had kind of a similar trajectory. Both of us. You know, in the beginning, all we really cared about and all we really thought about was just kind of like figuring out the basics of business. Getting that kind of [00:03:00] next, you know, dollar or next new patient in the door, really that's all we really worried about.

Like, can I get a new patient? Where are my new patients coming? And then what that slowly evolved into, uh, even, not even, I think on the business side, it kind of just happened naturally, which was cool, was that people wanted to stick around and wanted to hang out with us longer. You know, like, uh, independently of me, I remember somebody, you know, I was trying to sell six and tens and they were like, no, I want to commit to this 10 visit package.

Like I wanna be all in. And I. This is awesome. Like, I should probably say that to more people, right? Or, you know, I remember you telling me a story about somebody who was, who kept coming back to see you, you know, over and over and over again, and they, I think it was runner or something, right? And she was just like, Hey, why can't I just come see you on a regular basis?

And I, what'd you do? I feel like you like, kicked her out the door or something. Like, I

Danny: know. It's such a good story. Yeah, dude. No, she was, she was, um, trying to run a marathon in every state and she was in her early 50. She was about halfway there. She had run in [00:04:00] about 20 something states and I, yeah, I originally saw her, um, I can't remember if it was for her ankle or her, her hip.

It was one of those. But anyway, I saw her a couple times, like twice, right. Gave her a bunch of stuff to do and was, and was like, Hey, you're good to go. She came back, uh, a week later and she wanted me to look at the other area that, you know, she was having some problems with, and I was like, all right, cool.

I see her another two times or whatever. And then, I discharged her again. I'm like, all right, well good luck with your marathons. And two weeks later she shows back up on my schedule. And, uh, at the time I was very, I was just very particular about my average visit rate, and I didn't want it to get above three.

It was like two and a half. Um, and she was kind of skewing my numbers up more than what I, what I wanted, right? So I saw her, I gave her some stuff to do, whatever. Discharge her again. I'm like, all right, good luck. Two weeks later she shows back up and so now [00:05:00] I'm starting to get irritated cuz, cuz it's gonna affect my numbers and I just can't, I, I just think, what, what an idiot I was because I was like trying to get this lady out of my business and she was like trying to do something very physically difficult and she wanted my help and I just remember.

You know, I, I basically was like, this isn't a place where we just like do maintenance work with people. And she goes, listen, I'm in my fifties, I'm trying to run a race in every single state. Like, I am gonna need support like with my body along the way. Like, you can help me with that and I can come here and work with you and pay you, or I can just go find somebody else.

And it, it just, I just felt like I, I was being scolded, you know, in like the, the most needed way because I was just being an idiot. And. I just was not focusing on the right things. And I think we put a lot of, um, we, we look at maintenance as a bad thing. We look at proactive work sometimes maybe in a negative light in the profession because insurance doesn't pay for that.

And if you come outta that [00:06:00] model, it's, you're not used to it. And I was coming outta the military where I, I was lucky if I saw somebody once every. Six weeks maybe, and I only saw him for an evaluation and a follow up. I rarely had to do work with people along the way because we had so many people. So the, the idea of maintenance was like, get the heck outta here, man.

Like, I'm too busy. Like we don't have a place for maintenance. This is for people that are hurt currently. Like if you go do that somewhere else. So, you know, the customer journey side of it that we're talking about, really, I think it's understanding. You know, who, who it is that you're trying to help. And also like what things they're trying to accomplish and being a part of that journey for as long as you can honestly help them out.

Right. And not necessarily looking at it in this short light of, oh, your pain's gone. See you later. Right. Which is what I was doing and which what I built my business off of. And, and to your point too, and we'll get into some of this stuff, why do you wanna listen to this? Like why is it important for you to think about this stuff?

Well, yesterday we had a meeting with, uh, Jake [00:07:00] who bought our practice. And it was funny. We were looking. A couple year period of a couple, a couple things. Um, new patient volume and, uh, revenue. Um, and. When it was just me and one provider and like we were running this model where we were just churn and burning everybody, we would have to see 20 plus new patients per provider in order to just like stay afloat, right?

So 40 people, new people coming in the door between two of us, that's hard to do every single month in a cash-based practice. It's, it really wears you down, takes a lot of marketing. You gotta, you know, just push it every, every month. And as we looked at it, it was fine to see. The dependency on new volume went down.

As we added more providers, the revenue went up because at this point, incorporating these things, we're gonna talk. You really only need eight to maybe 10 new people per provider per month versus 20, which is so much easier to do. And it's because we're able to like [00:08:00] work with people for a much longer period of time.

The the recurring revenue side improves significantly, and it takes a lot of the burden off of you as a business owner to really feel like you're on this Hampshire wheel of new patient, new patient volume. Obviously it's an important thing to have, but you don't feel. Uh, stressed about it because you don't need as much volume and you're really helping people for a much longer period of time make these really profound changes.

Yeah, I

Yves: think. We come from a model in school and we come from the models in a hospital of like pro productivity and getting people better faster. And that being kind of the badge of honor. And, you know, I feel like we, we do a good job of, and pride ourselves on is like we're going into the all these other businesses and other, um, let's say niches, but like, You know, the, the technology world and like the c r M world and, you know, uh, the gym space and fitness space and like, what can we learn there and bring it to our model to make it better and easier for everybody to succeed in this business?

And we [00:09:00] both noticed, right? Just like you just said, such a great example that I can either, Hustle, which is very challenging. And go get 20 new patients a month and see them three to five visits, or I can see eight to 10 new patients a month and then keep them around for 10, 20, and 30 visits. You know? And like, I didn't think that was possible in the beginning.

You would've thought, like, you told me that when we first started, right? Six years ago, I'd be like, no, three to four visits. Get 'em better faster. See you later. You know, I'm a pain specialist, that's all I am. And then now it's just evolving into. Yeah. Proactive quarterback for your health. And the cool part is I was telling, uh, Amy this, that we positioned ourselves.

So well, like the timing is kind of perfect, right? Like I see an acupuncturist, you know, uh, modern acupuncture down the road. I see mis like she's getting literally a massage right now that she does on a regular basis. And I was like, we are perfectly pro positioned for this, but when I feel like people lack, you know, is like, okay, I need to do this, but how?

Right. Like, what do I need to do to make sure [00:10:00] that people, uh, stick around? And I think this first thing is what we're talking about is just shifting the mindset, shifting the mindset away from productivity in and out, discharging patients, which is still a good thing, but the right patient, just like that marathon runner, they wanna stick around and they wanna, you know, they want to feel better and they want to be fitter, and they want to be stronger.

And like, you can

Danny: provide that for them. Totally, man. And you know, it's, um, I think there's two, there's two sort of problems that people need to address and maybe one is more of a problem than the other, but one is like the, the structure of the customer's, uh, journey in your business and understanding that side of it, which can be a bit abstract.

You know, it's, it's sort of like a 30,000 foot view looking down on. These things that need to happen at certain stages in a, in a perfect situation and which is not always the case. The other side, and this is something that I see with a lot of clinicians, especially younger clinicians, is. They don't really know what to do with anybody [00:11:00] after, uh, a certain stage.

Like they don't know what to do with somebody when they're pain free, you know? And they, they've never had a conversation with somebody about, well, what are your goals? You know, like, what, what would you love to do? Like, what's a home run physically? What's something that, you know, you 20 years from now, you look back and you're like, man, That was cool.

I got to accomplish this thing. I got to do this, or, or maybe 20 years from now, what are you still wanting to do that we can start to reverse engineer that so that you know, you're, you're doing the right things. And, and I do agree with you. I think that, um, the timing is really good. And if you, if you look at two books that just recently came out, Peter a Tia's book Yep.

And Kelly's and Juliet Tourette's book and the, I, I've now read some of both of them. Um, most of, most of. Uh, built to Move, which is, is Tourette's book and some of, uh, Peter's book, which is like, I think Peter's book is more, it's like more for a clinician. It's more nerdy. It's a lot of, it's a lot of research.

Um, it's [00:12:00] dense. Oh man. It's dense. It's super dense. Kelly's book is one I could give to my mom and she would read it and she could get a lot out of it. And even something as simple as that, I think like if you're, if you're asking yourself the second problem, what, what, what do I do with people? Well, you have to start to learn about some of that stuff too.

And these are two great resources to start, especially built to move. I think it's just so interesting. Like they have these diagnostic or vital tests they call them. Um, and you could take one of these vital. Each month and just educate somebody on that and have accountability and have conversations with them about like sleep one month and breathing work one month and you know, like basic nutrition stuff one month and why you need to get more steps in in one month.

And looking at hit mobility one month and getting up and down off the ground. I just built you a six month continuity program. You did. Where's your customer journey right there, dude, they've already, they've already built it. Go buy the damn book and then just take people through. And they'll get a better result and your business will be better off for it.

And, and it's a win-win because they're getting, you know, [00:13:00] healthier, they're having somebody help them along the way and they're implementing something that's very, you know, simple, but like it needs a little bit of, uh, guidance, you know, to be able to do so. You know, some, some of it is just understanding where you follow that.

Because if you're like, dude, I'm good. I can program X, Y, and Z until the end of that world, uh, you know, for someone. I don't need any help on that side. Well, that's awesome. So maybe your problem is you don't know, you know, how you should have, you know, in introductory emails set up, what touchpoints do you need in place?

What are the drop-off points where people are gonna need, uh, you know, reinforcement? Or where do you ask for referral? Where do you bring up continuity programs? You know, what, what things make a lot of sense where you can really highlight the visit that they have and make it the, the greatest healthcare experience they've ever, they've ever had in their life.

And that becomes viral and they tell all their friends about it. That's the business side. So you gotta figure out which one of those you need the most help with. One we're gonna talk about more today is the business side, obviously, but if you need help on the clinical side, you need to do that too, because you're not gonna be able to help people on in a continuity kind of based plan if you don't even know what to do with them long term.

Yves: [00:14:00] Yeah, and it, I mean, it does require a lot of education. It's, uh, it's really interesting. My wife is reading Peter T's book. I gave it to her first. I was like, you digest this. I'm curious what you think. And what she took out of it was one really cool thing. And she's like, there's this health trajectory, you know, let's call, uh, yeah, it's the X as a horizontal axis and you kind of want it to be like this as you get older, but most people decline.

Decline. And the decline is rapid as you get older. And so your, you know, your mobility and your strength, all that stuff declines steadily. And it doesn't need to, right? We wanna kind of stay healthy as long as possible, and then you. To be frank, probably di or sleep happy. Right? Like in mobile. And so, you know, more people are realizing, a, I think that's attainable, and B, there's things I can do proactively to do that.

But on the other side, there's a lot of information out there and they don't know what's actionable and they, everybody knows that accountability, yeah. Is very, very helpful. And so it's just like, again, I've been saying this for years. Physical therapists, clinicians, you know, ATCs at Cardios. All of us, I think an allied health profession are perfectly positioned to help [00:15:00] people do that.

The entry point may be pain and injury, but the long term, and I've talked about this, this dream outcome for people. Like what is the dream outcome? The dream outcome for them to be as, as mobile and as healthy, and is active and is happy, you know, and the relationships and everything. And we know all the, you know, stuff that comes with that is to be like that for life and.

People will stick around for that and think of the impact you can have on somebody's life. You know, we've, I've, Hannah was so. She, Hannah and Elliot, took over my practice and there's somebody, and he came in with knee pain and shoulder pain. He was a patient of mine, saw somebody else, and she eventually saw Hannah and she got to the root of the problem, which is that he was just drinking like a bottle of wine every night.

And after talking to him about his goals and what was going on with him and how he was and his better relationships, he literally stopped drinking. And his quality of life and his orthopedic health and everything else just exponentially increased after that. And, What is the impact of that? I mean, he just can't think, you know, everything of his relationships got better, like everything all around.

So, you know, [00:16:00] it's like putting it through that lens I think really helped people realize like, you know, that's what I think of performance space, cash-based practice, hybrid practice can be just world-class hack.

Danny: Well, and I, I think you, you, it's a perfect segue with what you're talking about with the customer journey because a big part of that customer journey, That, like, understanding of what is important to that customer and why, which, which is, is frankly sales, but it's, it's more than that.

It's communication. It's it's information, it's, it's what you're gonna use to gain buy-in with people. And it's really across the board, you know, with, uh, if done correctly with, with your team in terms of them being able to have like, uh, coherent conversations on important points with them. Right? So for instance, if it is like, let's say, I don't know, uh, playing pickup basketball or something.

Right. Your office manager knows that, and they bring that up with this person, and then the staff member brings that up with that person, and then you're following up with them [00:17:00] and you're referencing that. Or maybe it's like, oh, hey, did you see that the Hawks won the play-in game last night? And you know that they're like, it's a relevant talking point.

All these things that we're talking about are like, Things you can do intentionally to improve someone's customer experience, their, the journey that they're going through with your business and have them develop a better bond with you. You know, like one, one thing that, um, that Jake says that I really like is, uh, relationships don't get refunded.

Right. And maybe he didn't come up with that, but he's the first person I've heard say that. And, and it's, uh, it's so spot on. It's just like, If you develop relationships with people like they're going to, uh, number one, they're, they're gonna be more forgiving with things that maybe aren't, uh, the, the best as far as, cuz you may have mistakes in the business, whatever, uh, but they're way, way more trusting of your business than gonna refer other people to that.

So you just gotta think about, you know, what is it that they really want? And start to get into that, you know, with them. And I think Peter T is like what you're talking about with that flattening out of the [00:18:00] aging curve. It's just a really good way to look at it. Right? And we talk about it a lot. Where do you want to be?

Um, I think about this myself, right? Like, I'm not old by any means, but I tell you what, dude, like my recovery. When, 10 years ago, whenever I was in the Army, the things that I could do, uh, volume wise and what I can do now is very different, but yet my training has, is adapted in a way where, I just want to be able to like, if somebody's like, Hey man, you want to go on a six mile trail run?

I can say, sure, no problem. Like, Hey man, you wanna go play? Uh uh, pick up basketball game? Sure, whatever. Hey, you wanna go get a workout at this CrossFit gym? Sure. Like I wanna be able to say yes, and maybe I'm not winning everything, which is fine. I always want to be in the game for as long as I possibly can.

And that just requires taking care of yourself. And I think a lot of people are like that and they may have different interests, but for them to just be able to. Yeah, sure. I'd like to go on that hike with you and you don't have to train for it necessarily specifically. Like that's just a really common goal I think a lot of people have, and something we can help them with for a very, very long period of time.

Yves: Yeah. And getting the root to the root. [00:19:00] Um. Goal or the thing that they're real, their deep why, right? Like it's just so important in that customer journey. Yeah, and I think like realizing that, you know, a big thing I focused on was that we're educating people and like finding out what their beliefs are or maybe what their false beliefs are.

So like even as you're just saying that, like what if you just talked about that curve on day one in the eval? Like here's a curve that we see in most people. But what I wanna do is I wanna flatten that curve. So then your eighties and nineties. What do you think that would do to somebody's brain? Like after like, come and see you for great visits.

Their knee no longer hurts and now they're able to go run again. To be like, man, like, you know, do you wanna keep working together to make sure that not only can you run, but now you could G do X, Y, and Z and go do CrossFit or go do lift or go play Yeah. Basketball with your friends and you wouldn't have to worry about, you know, injuring yourself.

Like what is that worth to you? That'd be awesome. So I do wanna like give people a little bit and I think this would be a good time if you have like a pen and. This would be a good thing to kind of like write down for people. So you know, what we use as the customer journey, and I think this will be helpful, is it's really into about five [00:20:00] steps.

You know, number one is just basics, basic marketing, right? We believe that relationship based marketing is good, building out digital content, and then for some people who are more further along, they can do, they can do advertising, right? That's gonna get people to notice you and be curious about you enough to hopeful.

Give you a call or reach out, right? They're gonna message you on Instagram for some people hopefully call you and get on the phone, right? So we're going from marketing and we're going to phone call. We're at the phone call. And the big thing there, and you talked about it, was just the, the communication and the buy-in.

You know, I don't even like the world sales anymore, but it's really just making them an informed buyer saying, Hey, this is how we can help you. Being very good at that is very important. I think that's a big sticking point. For a lot of people, and we're gonna be providing some more resources on them. How to answer the insurance based question, how to have those, those, um, uh, conversations confidently.

Right? But you gotta be really, really good at the phone call. But if you get the phone call, you wanna get them to come in for the eval. Can I touch on that

Danny: phone call real quick? Absolutely. I mean, think [00:21:00] it's not that it, it has become far easier in the last true five to 10 years than it, than it, it was, you know, I, I just remember vividly.

How I, it, I just feel like such a bad guy talking to people about why I didn't take insurance. They're like, you're dick, why are you not taking my insurance? You know, because it was, wasn't that common, uh, out of network or cash, cash-based, whatever type of clinic. Fast forward to where we are now, and the conversations are very different.

The assumption is if someone is even somewhat better than average. They're probably out of network and or they don't take your insurance. And, you know, and, and having done a lot of these calls, people are still asking, you know, oh, do you take my insurance? But, but more often than not, they're like, you probably don't take my insurance.

Do. Like, like it's, it's a different frame that people are seeing things in. And the, the problem, uh, you know, eight, [00:22:00] 10 years ago was. Educating people on why they wouldn't want to use their insurance and go through, just pay out of pocket. Now people have such high deductibles and, and their insurance has gotten progressively worse, and many of them have, you know, high deductible HSAs where they're informed consumers anyway.

Like they're, they're, it's just a completely different conversation. So the abil, like, it's easier to have that conversation now than it used to be for sure. But there's way more options. So the challenge now has. Okay. Yes, people are more informed, they're easier, you know, in terms of getting 'em in a cash-based practice.

But now there's way more options. So you have to be better at what you're doing, not just better on the phone. You have to be a, I have, you have to better have a better business because people are shopping you against other ones and there's a lot more quality providers that are doing it now. There's a lot of bigger, uh, clinics that are going that direction now.

So I just think that landscape has changed somewhat and that phone call is important, but it's not as hard as it used to be, which is a good thing for many of you. The bad [00:23:00] part is you gotta be way better business owner. You, you can be kind of a shitty business owner, be good on the phone and like, you're still gonna be better than most people around.

And now you actually have to be a really solid business, uh, to be able to get people to come in the door and, and, and actually go through a plan of care and, and do the things we want them to do. Yeah,

Yves: I mean, uh, to your point, you know, I remember in the beginning, and I always used this story, you know, the first couple patients I saw, you know, whatever, that's six years ago, I don't even remember.

Like, they literally thought they had to bring in cash. They like didn't understand even what, like, they're like, so they pay in cash. I'm like, no, you can still use a credit card. You know, this is awesome. Right. And like, obviously that's not really happening now, right? There's more MDs out there. Like I said, there's brain balance where it's like, you know, Uh, you know, emotional intelligence for kids.

There's like so much stuff out there. So, uh, just as you said, it's a different conversation, you know, and I think the other thing to realize too, what I always got stuck in the weeds of, cuz I was not, A very good natural salesperson, you know, is that I always thought it was about the features and the benefits and one-on-one, which all can be helpful, but as soon as I switched [00:24:00] those phone calls, just being more about building the relationship with somebody and just asking them more questions and just being like, Hey, are we a good fit for each other?

Almost like qualifying a lead. I just realized all of a sudden, It almost like sold itself after that because still not a lot of people do that. Right. Not a lot of people are willing to spend 20, 30 minutes on the phone asking people questions and learning more about them. And if you do that, you know, a lot of times that sale, getting them to the eval can be significantly

Danny: easier.

Yeah. Yeah. And you know, the, it's, it's interesting. The first contact point is so important too, right? I mean, if we're looking at the customer journey, and this really probably goes all the way back to your web presence, number one. Like most of you, to be honest, your website's probably awful and it probably has way too many words and it's confusing and people don't know how to get around it, and they don't see any examples of people that have gotten better and they don't really know what you do.

Um, and they're gone, right? So, [00:25:00] That's it. Versus in a perfect world, it's very clear. It's very clear what the next action is, and then that leads to them talking to your team in some way so that you guys can get a better idea of if they're in the right fit for your clinic. Um, and if it, if it makes sense, and you can have the conversation with them about what their goals are.

So, You know, first touch point, first non even contact point where you're talking to them that ha, that helps you so much. Even there when they get on the phone. So they're like, oh no. Yeah. So I see you guys help people with X, Y, and Z. That's me, right? And then now that conversation for whoever they're talking to is easier.

And then from there, what's also really important is to have internal communication with your team. About who's this person? What are they coming in for? And you know, why are, why are they visiting us? Because if you can just do these couple things, let's, I don't even talk about the rest of this, but if you can just do this, it's gonna put you ahead of most businesses that are out there where there's clarity in your web presence, there's consistency in the conversation that you have with them.

And then when they actually come in to work with somebody, the, for the first time, they can say, oh, hey. I see that [00:26:00] you, you're, you're, you know, you, you're a runner and you hurt your ankle, whatever it, but you know, you, you're running with your son because he's in cross country now and you guys are doing some races.

That's awesome. Tell me more about that from the fucking get-go. Imagine that as a patient, you come in and that's what happens and you're like, whoa, what in the world? These people actually listen to me and they're communicating with each. It's a mutant of a business like that doesn't happen very often, right?

And it's not that hard to do. It just takes effort and some intentional, you know, touchpoints between your team to communicate and all of a sudden you put yourself light years ahead. You think that person is more or less likely to wanna buy a package with you, tell their wife that you, they should come and see you as well, like exponentially higher.

And that's why we see such a lower dependency on new patient volume when you start doing things like,

Yves: Yeah. Yeah. Can be a game changer. So, um, we had that first step marketing phone call, right? The next step, just to finish that whole thing is if we're having a good conversation, like you said, we're doing some preframing preframing, we're talking about long-term health, you know, but ultimately what we wanna do with that phone [00:27:00] call is get them to come in with the next step, right?

Like ultimately it's like, Do you wanna come in for an evaluation and hopefully getting them to buy into that, right? So that would be the next step in the customer journey. We can dissect each one of these probably for two hours, but I'm gonna kind of go through the entire journey. So once we get to an eval, Then ultimately what we'll do is get a package, and I love that we're evolving too.

Or it used to be six was kind of the thing, but now it seems to be a 10 and now it's even evolving into what we're doing and made move. Or like the 10 is like, we call it onboarding plan of care, like we're already talking about just like it's not about just this package, it's about you. Working on your long-term health and what are your health and fitness goals.

And so it's already just like that little change in verbiage can be absolutely huge. And then the last point, right, if they stick around would be continuity, retention. And even that has grown exponentially, right? Because now you can have small group training, now you can have remote programming. You know what we did back in the day?

Just me and you, was just, we'd see people once a month and I still think that is a bread and butter way to do it, right? But there are now more options, um, [00:28:00] out there. And I think it's, uh, just pretty cool to see the, the business.

Danny: Yeah, and I love the framing of like an, Hey, this is like, you know, the onboarding.

Whatever, this, this is what we're gonna do to get you to a place where you could start to work on the fun stuff, you know? And even if, and this is where I think it trips people up a little bit. They're like, what do I do with somebody after that? Right. And, and, uh, there's, there's so many options. It depends on what you're, it's de depends on the person, but it also depends on your skillset and, and what you believe in you should do with people because, You might be a huge advocate of whatever.

Like let's say you love functional range conditioning training and you just think, man, everybody needs to do PAs and rails and if they don't like they're gonna, their life sucks. Right? So, and that stuff's tedious. So instead of just giving them a bunch of homework, Why don't you set it up to where it's like, Hey, let's get together twice a month.

We're gonna take you through this. We'll do some hands-on work, but it's gonna be like an active movement session. We're gonna incorporate some, some manual work at the same time, and we're gonna actually like work on this together to make sure we're [00:29:00] doing this exactly right. And then this is gonna build towards this other thing that we do.

So it could be more like, Long-term training, if you want to think of it that way, if that's what you're into. It could be more education based, like I said, with some of the stuff with Built to Move. Uh, you know, when, when you're talking to somebody, like I've had people that have come in for an hour. I've literally talked to them about the most important thing for them to work on is stress management.

And we go through, you know, breathing cycles and look at breath hole tests and we talk about like what they're thinking about in the cadences they should have. And that's a whole hour. We literally are working on breathing. That's it. And they leave and they're like, this is awesome. I feel great, and I learn how to do this myself.

To now, hey, here's what you're gonna do on your own and let's check back in Next month we're gonna talk about the next thing that's gonna be important for you to work on. You know, and so you could look at. For me, it was like, I like to quarterback their health and wellness. I'd look at blood panels, I would do all kinds of stuff with them.

I would get involved with nutrition and different nutrition like dieticians they were working with. Um, I just like that stuff and I would kind of nerd out on it. But that's sort of, that's very broad and maybe a lot of people don't have that same sort of, um, desire and [00:30:00] or, or education. So whatever it is you wanna do.

You gotta do something. It could be training, it could be small group training like we talked about, but like that ongoing, you know, so you're setting the stage for something after that versus what a lot of people do is they're like, sweet, like here's our package, and then after that you're going to.

We'll see you later. And maybe that's what they need or what they want, but you don't even leave the door open to anything besides that until it's too late and all of a sudden you're like, the last visit, oh, hey, by the way, we have this program you can do. And in their mind they're, they're already gone.

They're like, this is my last visit. I thought I was gonna get a card and I graduated, and now I was just gonna show my family I graduated from physical therapy and then, you know, now I'm back to whatever I want. So you've gotta set the stage with how you position things from the beginning. Like sell it before you sell it.

That's the best way to do these ongoing program.

Yves: Yeah. You know, I think that also what people, I think there's two, I think, false beliefs that people have. Like one is that they will not pay for something like that. Like they don't think the value of physical therapy is that they feel like I gotta get people outta [00:31:00] pain and I gotta, you know, send them out the door where we both believe and we know that we can provide more value.

And this is a question I ask, you know, a lot of people, um, in our programs, I'm like, do you feel like you continue to provide value to somebody after they're in pain? I've never gotten to know yet. I mean, maybe at some point I will, but I haven't gotten to know yet, you know? And so it's like, Ooh, cool. Like what are you passionate about?

Like you said, what are you excited about? Those are the kind of things that you're gonna do. And those are the kind of clients, it's not gonna be every client, you know what I mean? But like, I think a bigger percentage than you think are gonna wanna stick around and gonna want that accountability, you know, they're gonna want somebody to help them every month.

You know, we think, oh man, we're gonna discharge 'em. They're gonna be independent, and they're gonna go do. These breathing exercises or the strength and conditioning on their own. And maybe some people will, but I think most people are gonna need some version of accountability. And I think that is absolutely huge.

So just making sure and realizing that hey, they will. And like who is your ideal client? Maybe looking back on that, realizing that's the person who's gonna make it through, you know, your funnel and your value ladder. We're not gonna get into that stuff. I kind of [00:32:00] did, but you know, those are the people that are gonna make it to the end and stick around and kind of realizing that.

Danny: And defining who that is. I mean, uh, to, to set the stage when you look at your customer journey, that one of the two words is customer, right? Who is that person? What do they like, what do they want to do? And understanding your niche and who you crush it with and who you enjoy working with. That's really important because for me, like let's say like I, I play golf.

I wouldn't say that I'm a avid golfer. I love golf, right? So I'm not gonna necessarily try to just work with golfers because that's not the thing that I'm the most passionate about. If you are and you can help, you know, golfers and you love golf, and you just super into it and you watch every minute of the masters and like you, you know, like that is gonna be such a better place for you to focus because you're gonna.

Be more into it. And people are into people that are into things. Like I just find people find people interesting that are [00:33:00] they, they just are, they go deep on something. Right. And if it happens to align with something they like, all of a sudden, dude, we're buddies. Now all of a sudden you're playing golf with people that are patients of yours.

Because you're so into it like that, you have to focus on the things that you like to do and the people that you can help. So I define that customer, I think is really big. And being okay with saying no to other people. Like there might be a better fit. And this is something that I've always advocated for.

It's like, dude, if I, if somebody comes my way, let's say I have like a, a female gymnast that comes my way and okay, I could work with that female gymnast or. If there's like another clinician in the city of Atlanta that I know is a ex gymnast, crushes it with gymnast, knows everything about gymnasts, nerds out on this shit, I'm gonna be like, listen, here's where I think you should go and here's why.

And for my, that's part of the customer experience as well. It's like this person is so honest about who the right person to see is that they gave up my business, that I could go there. And made that recommendation they connect with that puts you in a different place and a place where like your reputation in your [00:34:00] business is gonna be bulletproof if you do things like that.

But it's hard to do because in the short term, you're giving up revenue for a long term, uh, reputation. And honestly, what probably should be done in the first place if we're living in a world where, like, we didn't have money that needed to be made, but you should make decisions that way. So defining who you're crushed with and just being very, very diligent about, you know, sticking to that niche and, and trying to help them as best you possibly.

Yves: Yeah. Yeah. I think, uh, you know, I always go back to this and it was like, I don't even know who started it, but this idea of like, no, like, and trust, right? And the relationship with the client. And I feel like, yeah, there's these opportunities. You have to build trust as a brand. As a person, as a product, you know, the relationship with them and like if you use those, and I think, you know, both of us have leaned into that, whether it's abundance mindset, or whether it's yet referring people out or whether it's like, you know, being super honest from the get-go, what we can provide and not provide.

I think if you do that correctly, you'll realize that your brand will kind of go beyond you and you become, you know, this trusted brand that you. Gets [00:35:00] referrals, even if you're not out doing workshops and, and gets to the point where like you're getting, you know, which both of us had 20 to 30 plus new patients every single month with really little to no marketing, you know?

Right. And that's, that's ultimately what we want to everyone here to provide is like a, a business that's sustainable. That provides financial freedom, time freedom, and clinical freedom kind of for everybody here. Right? And like, we're just trying to get you to learn from some of our lessons, you know, both failures and, you know, some, uh, successes too.

Things we, uh, luckily did write, you know?

Danny: Yeah. And I think the other big part of it is your team culture is gonna be so much better for this as well, if everybody is organized and on the same page. And this is, this is definitely not something that I naturally would gravitate towards, but this is something that, you know, with our practice, Ashley took a huge, uh, sort of role as far as organizing the customer journey and what that looked like.

I didn't even know what that was when she started reading books about it. And it made such a big difference, obviously on the business side, but [00:36:00] internally for our team, you know, you take PE instead of having this very fragmented, you know, poor conversation, uh, environment where you guys are kind of in silos working on different things to now all of a sudden you have this very detailed out you.

Um, journey that you can orchestrate together and everybody knows where everybody's at and what's going on. Um, the culture of your, your business will improve dramatically as well, which, so if we look at what are the benefits of that, well, you're gonna have people that are, you know, happier to be where they're at.

Uh, that comes across to your clients. Significantly. Like they know. They know if somebody wants to be there or not. Yeah. The other thing that happens is your retention is gonna improve. So, you know, then the turnover and staff, it's gonna happen in every business no matter what. But culture is one of the main reasons why people either stay or leave.

So having, you know, clear communication, seeing people go through this journey, um, and being intentional about it, it's gonna help a lot of areas of your business. That honestly has nothing to do with [00:37:00] the, the customer so much as it has to do with the actual business itself and the core people that. Yeah.

You know,

Yves: I think. There's two angles where this is super helpful. Angle number one is the client themselves. Like if they understand what the journey looks like from the beginning, this idea of, you know, I'm gonna do a phone call, an eval, a package, and I'm gonna stick around for a very long time like that is also very helpful to them.

If you come into a place and you're like, crap, what am I supposed to do next? What happens here? Like, I'm not really sure what's going on. Obviously that's not a great customer experience. So huge benefit there of you understanding it and the client understanding, and then yes. Also as you bring staff on, as you bring an admin on, they know what the phone call is, they know what they need to achieve on the phone call.

They understand the next step is the eval. And you know, they need to understand the customer journey. Um, every step of it just as much as you do. And when that all kind of comes together, you know, obviously you've got hopefully lots of new clients, you've got people sticking around, you've got good team culture.

And that's why I've been so obsessed about the customer journey, honestly, for the past two or three years. Right. Like [00:38:00] building kind of systems around this. Right. Because, you know, not only. Which I really like too is the emotional side, right? Yeah. Like what is going on with that client when they walk in, you know?

And I was just like, man, they're frustrated, they're scared. And I was like, okay, if I know that, what should I tell them? What should I educate them about? What do they need to hear to make sure that they feel good about this next step? Like that's a different mindset, right? And like knowing that kind of every step of the way and knowing what they're going through, kind of emotionally, what words I need to.

Say in scripts building around that, like, it's just, it's super powerful and really, really valuable, right? Like, you know, it's getting, it, getting not away from the clinical side, but it's realizing that the piece of the pie is not just about the clinical side, because also about the experience and the brand.

Right, and the culture and what you're saying and like, you know, oh yeah. Things you're educating your people on and like, if you can get obsessive about that, you can build, you know what we've seen like these bigger businesses like Apple and Starbucks, you know what they're about. You know what you're getting.

You understand that customer journey. You have one Starbucks coffee, you're probably going back free wifi. [00:39:00] Like if you just get it. And that's why I want people to feel about performance-based, you know, cash and hybrid practices is the same kind of like look and feel. And I think, you know, we're getting closer I think every day.

Danny: Yeah. Yeah. I, I, I think you named some great businesses, right, that you can model this off of. And one of the things that is helpful for local businesses, uh, like small, small businesses like these cash and um, hybrid practices is to. It's like, go to other businesses, not, maybe not just huge ones like we're talking about with like Apple and Starbucks.

I mean, they, obviously, everything in there has a purpose, but even businesses that you like that are maybe a little bit smaller, um, you know, like for instance, uh, we went to R e I a couple weeks ago cause we had to grab some, some camping gear and it's just like, there's something about r e I that I like going there.

I like being. You know, I like, uh, looking at shit. I know I'm never gonna buy, you know, like, uh, whatever, whatever thing that's in there, that's some little gadget for camping. [00:40:00] But there's a certain way that it sort of feels the, the, the way in which the, um, you know, the people that work there, interact with staff is very intentional.

You know, it's just very like, It's, it's not salesy at all. If anything, it's just like your buddy that likes camping just hangs out there and is just being helpful, you know? And so, and like, that's their customer experience, that's their avatar. That makes a lot of sense for them. You know? So like, go to other businesses that you, that you like and see what they're doing and you can model some of that, um, you know, in there.

And it could, it could be just another practice in the area. It could be. How your realtor follows up with you on a, a regular basis. Those guys crush it on the customer experience. Cause they have to. That's, they literally, that's the only thing that they can do because they're a commodity in a lot of ways in terms of what they're charging and their fees.

So they have to be super relationship based and their customer experience has to be really, really good. So, you know, think about these other businesses that you work with and what things do you like about it? What things can you engineer [00:41:00] into what you're doing? Um, and then the, I think I would say that the last big thing that I think that we've learned a lot more, Um, in the last couple years is how to take this and organize it with technology in a way to where it's much more repeatable, which is awesome because it helps us make sure that things are going, uh, the way that we want them to.

Things can happen without people actually having to do them. You can have a lot of automations and that can really have, uh, a profound effect on the consistency of your customer journey and, and, and how that, that continues to be, um, implemented the way you want it to be, even if you're not.

Yves: Yeah, I think, uh, there's two things I wanna hit on.

Number one is, When you look at starting a business, you know, you look at starting a cash-based practice or, or, or going more cash if you're already insurance or you want a hybrid practice, you know, how are we gonna compete, right? Like, you, are you gonna, how are you gonna compete with a mill clinic in a hospital?

Right? Like, you're not gonna have more marketing dollars. You're not going to, you know, be able to connect, um, with the [00:42:00] physicians. They work for the hospital. Right? Right. And so, like focusing, and this is something I, you know, we, I feel like we both did early on. Focusing on the customer and giving them a great experience and making sure they get a good outcome.

Like that is how you will have a competing business and basically, you know, you can thrive and Right, and that's again, Um, it's just our basic competitive advantage. And I think, um, you know, that's absolutely huge. We've gotta lean into that more and more often. And so the second thing is, like you said, is some of the automation side.

So in the beginning it could be more manual, right? It's like you're having more conversations. Yeah. Maybe you're texting them more often. But the cool part is, you know, what we've discovered is technology. Like we're not the only ones who realize the customer is really, really important. This is now becoming a thing across.

Multiple business verticals. And so there's just so much technology out there, right? Like just newsletters, just like checking in with people, which I feel like most, most, a lot of people don't do. Just providing value. You know, like I've had a three tip Tuesday, you know, forever, right? Like you write, you write a Friday email that I think is, [00:43:00] provides a lot of value to people, right?

And so it's just like finding these ways to increase our touchpoints and just provide value and um, you know, automate this process, which. I mean, if you do that well, you know, like my, my goal still is we're working really hard towards. Would be if, like, let's say somebody gets on a phone call with us, they book an eval.

By the time they get to that eval, I want them almost asking us like, Hey, I wanna sign up for a package and I realize that I'm gonna do a retention program after that. Like that, right? Like the, the power you can have there by just like sending an email, maybe introducing them to the, to the therapist with a YouTube video of who they are.

Right? Or like, you know, sending 'em a little bit of education about health and fitness or that longevity curve, right? Like there's just so much you can do there, you know? That's. Untapped, you know, and I think, uh, that would be the like kind of next layer, right? May manual first, but man, automations can be so

Danny: powerful.

Uh, dude, I'll give you a perfect example of the power of something as simple as a, a email new, a consistent email newsletter that [00:44:00] is, is just helpful, right? I mean, I think that's what people forget about, uh, if you're talking about emailing people. And so you either have to. Curate things for them. Sh share your own content that's relevant to things they're interested in.

Or it's some sort of like story where there's a lesson involved, which is like for me, if I write a Friday email, it's usually a story. They're very hard to write because I have to somehow connect the dots between some random shit that happened to me and something has to do with business. And it's the hardest thing that I have to write.

Cause I have to kind of like look for these invisible things that are gonna be sharable. Um, but when, when we talk about. Your newsletter, that's really just like you're being helpful to other people with content. It doesn't even have to be yours, uh, curated. That's beneficial for them. Yesterday I took my daughter to softball practice and I'm throwing a football with my son in this little field.

Um, next to, uh, you know, next, next to the softball field. And there's another field that's a baseball field and there's a high school baseball game going [00:45:00] on. And I didn't know who the high schools were. So this lady walks up and, uh, she's walking over to the high school and I just, I stopped her. I said, Hey, do you know which schools these are?

I'm not familiar with, uh, you know, these high schools? And she goes, yeah, this is, uh, she named the schools and her son played for one of 'em. And, and she. She goes, are you Danny, Matt mate? And I go, yeah. Uh, like, because I didn't recognize her and, and she's like, she told me her name and I had worked with her.

Seven years ago as a patient, um, only a couple times, this is back when I was turning, burn everybody. Right. Uh, and, and she was, she was like, she was like, oh yeah, you, you know, you guys are awesome. She's like, I'm s I'm still on your newsletter. And I read, I read it every week. She's like, it's one of the few things I haven't unsubscribed from because it's so helpful.

And she just was like, thanks for, you know, putting out such great stuff. And it's help helping me with like health and wellness and things that I'm into. I, I told about it. I was like, damn, this is awesome. We don't even own the business anymore. And she's still on the, on the [00:46:00] newsletter. Right? And it's just because we're sharing things that are of value.

Now, does that lead to like other business from that? Probably in some way, like a friend that they refer or whatever. But even if it's not, what a good way to provide value to your community of people that you've worked with, that that allows you to share the things that you know you're uniquely good at that's gonna improve their health and wellness as well.

So, you know, if you don't think people are reading. They do if it's something that's helping, you know, helping them, and it can be really powerful for your brand and reputation and maintaining, being top of mind with, with, um, you know, with the practice you have. Yeah, I

Yves: mean, I owned insurance based practices and we always talked about doing things in the community and showing up to races and how can we do that.

I mean, we did none of that, right? Like all we could basically do is mess with insurance companies, try to get reimbursed, do mips, you know, do all the, God, I don't remember rs, you know, all the, you know, R S D Q. I forget

Danny: what they are, but I didn't even know what you're talking about. No, that's how

Yves: I know about it.

Maybe. Um, it was just like, man, it was just like inundated. So you just didn't have the time or [00:47:00] the energy to do that. And now, I just think it's so more valuable. It's so more aligned with my beliefs, like, you know, there's a lot of, you know, health and fitness content out there and be able to curate that for people and, and give it to them and show them kind of what I believe in and hopefully help them, like, you know, in doing more workshops in the community and building relationships, it was just like, wow, this is more aligned with what I thought.

Physical therapy, like at least what I pictured. Um, would be, and uh, you know, I just think it was a, it was a game changer and it's still what we see with most people who come on. Right. Like, you know, we've talked about this and I love going back to it and the idea of this reluctant entrepreneur. You know, it's like most people just get frustrated, you know, and then they're like, well, I guess I'll start my own thing.

And the cool thing is, you know, they do and they really start to enjoy it, and they get to the point hopefully, like a lot of our practices do, where they have a couple providers now. Scalable, you know, cash, BT is no longer a question anymore and they get to the point where they can treat two days a week and be part of their community and help elevate it.

And it's just like so fulfilling.

Danny: Totally. And I mean, even if you don't want to even grow past yourself, right? Like [00:48:00] there's, and you don't have to, like, I think that that's something that isn't the right fit for everybody. You know, you might just want to have a super small one person practice. Maybe you have like a part-time.

You know, virtual administrative assistant that helps you out with some stuff that might be what you love and you just wanna work with patients in that specific manner. And, and you want to focus on a, on a very specific niche. Maybe you're seeing, you know, 20 visits a week max, right? Um, and, and even if that is your goal and if you implement this stuff, here's what's gonna happen.

You are going to wait list. Fairly quickly, you're gonna have more people that wanna work with you than you know what to do with. And then you're either gonna have to intentionally say, Nope, I'm just staying small. This is all I'm doing. This is the lifestyle that I want. That fits that. Or you're gonna have to make the decision to grow past that.

But either way, it puts you in a place where you could decide to do whatever you wanna do. So you never have to worry about whether your patient volume, you know, or your schedule is gonna be. [00:49:00] Uh, full enough to where you're gonna be able to like, you know, make the revenue you need to each month, you probably can charge a significantly higher amount of money.

If you did that and you just decide to stay small and focused on a niche, you know, you're, you're just a, a, a limited amount of time, a limited. Amount of resources with one person, um, and you're gonna have this great customer experience that's gonna drive people to like, send folks your way. And you're never gonna ever have to market you.

You won't have to spend a dollar on it or go to a single event. You literally just like do your job, be awesome at it, have this great customer experience, and then all your patients are just gonna send people your way and you're gonna be wait listed. Not a bad thing to do either. Like you have to really look at this.

This isn't just for big businesses, this is for real small ones as well. If, if you want to not be super dependent on constantly having to market to get new patients in, Yeah. Yeah.

Yves: So I feel like to just kind of wrap it up, cuz we could talk about this stuff, I think, uh, forever, right? It's like, you know, number one, it's just changing the mindset around like how we can provide value to the customer, right?

Like, we can provide value beyond [00:50:00] just getting them out of the pain. And then number two is just breaking down the points, the touch points you have with the customer, right? Your market. Your phone call, your eval, your package and retention, and if you can provide ways to provide more value and educate each one of those touchpoints and maybe even automate it someday, then.

You'll start winning, right? You'll start getting weight listed or you'll build a growing scale. Maybe that's what you're trying to do. Either way it's gonna be a good problem to have, you know? And then, you know, we have, and we're gonna be providing more of these, um, deep dives and we have a lot of free resources.

If you're just getting started, you know, I wanna recommend you do is you just type in the comments, type in game plan. We'll have Brandon reach out. He'll show you a lot of our Q curated free resources. I mean, Danny's got a book, Annie just edited it. We've got the podcast, we've got free courses, we've got the, um, you know, the challenge.

There's so much out there to just kind of get your brain rolling on this stuff because, you know, we want you to get started. And if you're. In the point where you're just trying to grow and scale. We also wanna help you get to the point where you can start to scale [00:51:00] back and maybe you're just stuck in fulfillment and you wanna be able to get to the point where you're not doing that, right?

That's something now that's more of the problem we're solving, which is really, really cool. That's not what we're solving five years ago. Now we're solving more of these scalability problems, which is, which is great.

Danny: Do I totally agree? I mean, if you're, if number one, you. This is the stuff that we want to be able to share more of.

There's a ton of free resources that we have. Like Eve said, um, you know, if you comment game plan below, we'll get you on a call with, with Brandon, who's one of our team members who's talked to literally hundreds of cash-based practice owners. It's totally free. It's like 15, 20 minutes. The whole point of it is to see, all right, where are you at?

Like, maybe you're just getting started and they're just like, okay, cool. The the five day challenge is the right place for you to start. Or, you know, let's share this resource that we have. That, that is kind of where you're at. Um, you know, for, for us, it's basically just a way where we can start to have conversations about where you're at, where we can help.

Uh, with, and a lot of that has nothing to do with actually working with us, uh, directly, cuz not, not everybody's even at a point where it makes sense to, uh, to do that. [00:52:00] But it doesn't mean that you still couldn't use help in certain stages that, that, um, that you're in. So, um, totally free, totally worth it.

You know, it'll be a really good use of your time and you'll gain a lot of clarity on kind of where you're at. Cause it's very hard to figure all this stuff out on your own. We've been there. You know, we know what it's like. It's, yep. It's really, really challenging. It's like putting together this huge puzzle.

Um, you know, and, and, um, we definitely help a lot of people with that. So, um, yeah, if, if it makes sense, um, jump on a call and then, you know, for us going forward, just to kind of set the stage too, this is something that we're gonna be doing more of the. These video trainings with, you know, this is a sizable group of people.

You know, we want to be able to help you guys out as as much as we can. Um, and we see the, the profession, the direction that it's moving. It is, it is growing. More and more people are, are going this direction, which we love to see. And ultimately, you know, for us, the reason that this is important is because of the way in which we.

It's not just our, you know, us as clinicians, as as practice owners, that we work with people, but th this, this group works with people and [00:53:00] overall, we have a very unhealthy society. We have a lot of people that are, you know, just, uh, they're not taking care of themself. They don't really know what to do.

They don't know where to start the, in an injury and oftentimes is what gets them in the door with us. That's the gateway to us then being able to change their life. And I don't say that like, uh, it, I don't say that in a manner where, you know, it's, it's, it sounds, oh, that's a over exaggeration. Like, no, we literally get a chance to change people's life long term in so many positive ways and help them avoid so many negative healthcare experiences.

Many of our friends, family members, and patients that we've have worked with have actually gone through. And if we can help 'em avoid that and live a healthier life, that's the win. Like that's what these businesses are designed for. You just have to have a business. That works in order for you to be able to work with these people.

Otherwise, you're never gonna be able to help them. And that's really where we've, you know, put our drawn the line in the stand. It's like, this is what, on the business side, this is what we help you with. Cause we want you to be [00:54:00] great clinicians and help as many people as you can because a net effected that on our, the population health is huge.

Um, so anyway, that's where we're at and we wanna help you guys do that. If it, if it makes sense, we're gonna share as many resources as we can. So, um, yeah. Anything else to wrap it up? No,

Yves: I mean, um, you know, I feel like I just hit three bullet points, you know how I am about that. It's like, if you wanna go out and you wanna help more people in your community, that's, that's what you can do if you wanna help your profession, you know, like, obviously there's other ways to do this, but this is the way that we feel like we can really help the profession and make an impact.

And ultimately too, like I feel like still us as clinicians can feel like martyr sometimes. That we also want you to have financial freedom, you to have time freedom, right? And you to be able to have clinical freedom. So these are the resources we wanna give to make sure those things happen. And yeah.

Excited to do more trainings. This was fun.

Danny: Cool. Yeah. Well, thanks for, for, for watching and, and being a part of the group and, um, I guess we'll see you in like two weeks, right?

Yves: Yep, two weeks. All right. Thanks everybody.

Danny: Thanks.[00:55:00] 

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