E584 | Why You Need A CRM To Run Your Practice

In this conversation, Doc Danny and his business partners, Yves and Jerred, discuss the concept of a CRM, short for customer relationship management. A CRM is a place for contacts to live and is an important system to have in order to maintain relationships with customers and have visibility into their actions.

It also helps to have a system that can manage everything in one place rather than multiple systems taped together. Additionally, a CRM can help businesses remember to contact customers and have next steps lined up if a customer does or does not take certain actions. This is especially important due to the low conversion rate percentages for most businesses.

The conversation is about using a CRM (Customer Relationship Management) system to maintain relationships with customers. It is important to focus not only on the customer journey, but also on what to do with customers who do not take the desired action.

Technology can be used to automate certain tasks and help with follow-up processes. This can be seen as a virtual employee, taking the load off manual tasks and nudging people to take action. This can be especially beneficial for businesses with a low percentage of customers taking the desired action.

The conversation focused on how to increase the number of clients a business has. It was suggested that by setting up nurturing and maintaining relationships with potential clients, more people may come in. It was also suggested that creating something to track customer success can help ensure that people get the desired outcome, and this can be achieved through automated or manual means.

It is important to map out the customer journey and how it can help move the customer up the value ladder. This is important for the business as it can result in increased success and growth.

Paul from PTB stresses the importance of focusing on the customer journey, not just the back end of a business. He emphasizes that customers don't care about the company culture or anything else besides their desired result. To guarantee success, Paul suggests that businesses focus on providing frequent automated messages to stay top of mind for customers. This will ensure that customers are reminded of the business when they need it and can reach out, rather than being forgotten.

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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]

What's up guys? Dr. Danny here with the Peach Entrepreneur Podcast, and today we're back again with Eve Gigi and and Jared Moon and Eve. I laughed really hard the other day because a was it a AI thing or maybe it was Siri or something like that. Pronounce your first name correctly. And it's like the first time I've heard that.

Oh, it was like in incoming call from, Steve and then, but they messed your last name up and they said, gay. Gay and not Gigi. And I was like, no one gets that one wrong, but they got the first one. So technology, we're talking about technology today and we're talking about CRMs. See, I brought that back around.

Did no idea where I was going with that. But we're talking about CRMs and what is a crm and why you might need a crm. And probably the fact that you don't have one and what. We've learned from implementing CRMs now within brick and mortar practices, as well as the the digital business that we have with PT bis and just how helpful they are.

So our token [00:02:00] technology expert, Jared Moon, I'm gonna let you kick it off with what a C R M is, why it's important, and why would somebody want to think about having one within their business?

Jerred: So CRM is like customer relationship management whatever cr and m you want to use, but basically just a place for your contacts to, to live, and the more visibility you have, the better with these systems is what I've learned and like how many things can be managed in one spot without having to duct tape systems together. I think is a big pro, but. Ultimately you wanna maintain a relationship with your customer, right? And so that's what you're thinking about when you are thinking about A C R M.

And so how are we gonna maintain that relationship? How am I going to remember to contact somebody if somebody does take the action I want? Do I have the next steps lined up? If someone does not take the action I want, do I have the next steps lined up? And just so you know, just with how conversion rate percentages work, most people are not going to take the steps that you want them [00:03:00] to take.

That is just the case. And so if you a lot of times when we're building out workflows and systems with A C R M, I see a lot of people focus a lot on the successful customer journey, which is something that you definitely want, but that might only be depending on what business you're in, anywhere from 2% to 20% of the leads that are coming in, and so you need to also focus a lot of your time on. People who do not take the actions that you want and what the next steps are there. That, that's ultimately it. It's maintaining that relationship really through technology to the best of your ability. It doesn't mean there's not a human element involved.

Sometimes it could just be technology nudging a human to add the human element. But it's basically putting your relationship in a system with with software.

Danny: Yeah. Yeah. And I think that's a really good way of putting it where you have. Technology that is assisting in a lot of ways, taking things off the plate of being manually done that are [00:04:00] repeatable tasks that you want and or auto automating to where someone is nudged to do something that is a real person that can't be automated.

But being able to have all those things running. And managing a business in one place. I was kinda explaining it earlier where it's I think of it like a 0.5 employee. It's like a half of a person that it would take to do some of this. Sometimes a full person, depending on how intricate it is, but the.

The real value that I think people miss out on by not having any sort of follow up process in place with, and A C R M just makes it easier. You could definitely do all this stuff manually, is the fact that what Jared just said, you might have, let's say 10%, maybe 20% of the people that you know, you bring into your ecosystem end up doing what you want them to do in a fairly fast manner.

It might even be less than that, but let's just say it's 10%. So let's say one out of 10. Now you have nine people that. They're, they probably would be a good client. They probably couldn't benefit from what you're doing. They just [00:05:00] might not be ready to come in and they may not be in a buying stage.

And if you're in a clinic, like people have to be in a pretty bad spot to want to come in, spend their time, go see you, go through the discomfort of the stuff that we do the exercises we tell 'em to do when they're busy and they got all this other shit to do and they gotta pay for it. So what do you do with this other nine?

Because. If you don't do anything, the likelihood of them coming in is very low. But what if you can optimize that and set things up in place that deliver helpful things to them that are based off of interests that they have, and do that over an extended period of time. And let's just say it's a year over the course of the year, let's say you could get.

Three more people to come in. You've now gone from one person to four people of those first 10 that are actually coming in to see you just by actually building something to nurture and maintain those relationships. When they decide they want to come in, which may not be right away. Yeah, I think, go

Jerred: ahead.

No. Okay, got it.

Yves: I've been thinking a lot about this. Obviously we're gonna, we have the event coming up [00:06:00] and I'm doing a talk about customer. Journey, right? And I try to create bigger concepts and then, make it actionable and get people to really understand why a C R M is important.

Like what does it make sense? How do we put this kind of together? How do we make it useful for people in a practice? And so I think it ultimately comes down to you and see this is a good test. So you guys see this resonates with you. Is ultimately customer success? Are they going to get.

Their dream outcome through your business. So in PT Biz, the dream outcome for our clients is gonna be them to establish a practice, hopefully put an auto autopilot, clinical, financial time freedom, right? When a patient comes in for them, it's to be healthy, to not be in pain, to be able to perform at their sport.

And the purpose of the. C r m and the customer journey and, client lifecycle, all that is to make sure that they do all the things that you want them to do to make sure that they move up the value ladder. And I'm use a lot of words here, right? To [00:07:00] ultimately have success in this dream outcome.

And the purpose of the CRM is to track that and to make sure that you've got an automated way or a manual way to make sure that they do the thing they're supposed to do. Cause if they do the thing, then they'll get. The outcome that they want, right? They'll have success and they'll move forward.

And that obviously is just so beneficial to your business in so many ways. So that's how I've been, like, looking at it from a big picture standpoint.

Jerred: I think that makes a lot of sense. And I do think those things do need to be mapped out first in a bi in a business. Like I, I talk about, and just with my role and my position here, like I'm obviously It's just super data driven.

And I'm very, it's very acquisition focused. And sometimes when you go down that road, it can be at the expense of the customer journey or not focusing on your customers enough or like whatever. And that's only true if you're a solopreneur. So I think a lot of people listening to this need to pay attention.

One of my biggest jobs at PT Biz is to try and get as many people into the door as [00:08:00] possible. But I'm only comfortable doing that because I know the backend is so awesome and we've focused on it for such a long time. So you do need to focus a lot on those things. And then you can direct your attention away to what I was talking about the failure, like the failed conversion, should I say like the people who didn't convert or whatever.

And going back to something I said on the last podcast that we did together. But it was more from a motivation standpoint. I was saying, people don't care about you. People don't think about you. And I, I meant that in a, Hey, just be free. Be yourself. That's but the same, I say the same thing to people when we're talking about marketing and setting up sequences and emailing people and text messaging people.

People don't think about your business at all. Period. Dot Yeah. Like your business is so unimportant to them. They could care less. And like your company culture, they don't care. Like none of the things that you find valuable, they do not care. They came for a result and that's all they want.

Like what if my low back hurts and you can take that [00:09:00] away. I don't care what you pay your employees like that, they get paid time off. I you're, that you have the best. Like I don't care about any of that. I just want my lower back to, to be better. But then you find out all that other stuff when they get integrated in their system.

And then that's what keeps people around, right? They're like, they see your company culture, how well you take care of your your staff, which also, turns out to how well they're taken care of. All those things start to matter, so you have to think about all of them. But going back to people don't care about you.

That's why it's okay to communicate with people so frequently, and people aren't doing it most of the time. Because they feel like they're being a nuisance. Like they don't wanna send a weekly newsletter I'm gonna send it once a month and it's gonna be just jam packed with crap. It's no one's gonna read it.

Like it's not helpful. So you need to try and make sure that when you are focused on the people who didn't, Take the actions that you wanted, those 80% or whatever, that is still incredibly beneficial. You're not treating it like them like a number, right? You, these are still human beings at, on the other [00:10:00] end of your marketing messages or content that you're providing.

And so you wanna make sure that these things are still awesome. And so to have a c r M in place to make sure that it's automated and awesome and frequent because people aren't thinking about you and you want to bring yourself up, bring yourself to being top of mind as many times as you can. That way when they do need your service, they, they'll reach out to you.

There's no one else they're even thinking about when a problem does arise.

Danny: Definitely. Think about why Coca-Cola buys billboard space everywhere because, not because. People don't know who Coca-Cola is probably the most recognizable brand in the world, but they do it because they want to stay that way.

Like they, they're branding, it's a different form of advertising. Like a lot of what we do is content. This is most practices, it's content. Maybe it's a direct offer to come in and be seen, like we're not even on a level where You're just branding yourself because like you need, they need so much exposure.

They have so much money to spend on it. It's very different, [00:11:00] but there's, so there's a lot of emphasis on it because it is important being top of mind. And when we look at A C R M and adding a, I just think of it more as like adding a tech stack. The practices and what they're doing. That's more big boy, big girl systems than just Google Sheets and, just piecing things together, which we did for a long time.

And when we moved away from that, a couple things happened that, number one, we had so much more clarity in what we were in what we were doing, if it was working or not, a lot of times we ask ourself like, oh, is that workshop worth it? Is this referral relationship worth curating? Is this piece of content that we're now sharing and putting ad dollars behind?

Is it worth it? If you don't know where to track it, if you don't know if it's coming in and if it's effective, like how do you know if you should do more of it? And then maybe you stop doing the things that you should be doing and you move on to something else, or you double down on the thing that's not working.

So it just comes back to like clarity of what you're doing. The other thing that's really interesting is, since we sold our practice, [00:12:00] The value. That you're building via organizations and systems and predictability within your business dramatically increases the enterprise value, the actual value that the business is worth to someone else because you're basically handing them over a very well run organized machine versus what most businesses are is just.

Like it's all in the head of the owner and it's just like something here, something there, and no one understands what the processes are. So it's actually not worth much at all. Versus if you can create something in a central sort of entity that, that allows very consistent communication and clarity of your clients, all of a sudden it's worth way more to anyone else and it can be run without needing to sell it in a more of a hands off way, which allows you to have more time flexibility.

I think it's just one of those evolutions that people have to go through where they. Maybe they realize just how inefficient they're being and they feel so time poor and they feel rushed cuz they need to get everybody, everything. And they're the only person to know what's going, knows what's actually going on.

And then all of a sudden they realize, okay, how do we organize this better? And that's when something like, what we're talking about really comes into play [00:13:00] makes a big difference. Yeah. I

Jerred: think people may not realize it, but. If you are running into a scaling problem, it could 100% be because of your tech stack without you even realizing it because of what kind of Danny just mentioned like not even just Hey, do we have the right follow-up email sequences in place?

Are those things there? It's can you track whether or not they were effective, whether or not they brought in another client? And if you don't actually know that's what I always find frustrating about customers when you don't know their source is you can't scale if you don't know. So if you don't know.

Great. I'm glad that you had a good month. How are you gonna do it next month? And how are you gonna scale it? You can't actually scale anything if you don't know the source or what was effective or what brought that person in. So what you'll end up doing is just scattering your time even further because you're like I did 15 different things last month and the business grew a little bit, so I'm gonna do all 15 again, but I'm gonna do it harder [00:14:00] this time.

And how scalable is that? That you can only do that a couple months in a row, maybe a couple years if you're really burning it down. So you, these things are way more important than people realize, and that's why people will duct tape business businesses together with Google Sheets and 14 different pieces of software because this, each of these pieces of software were only 25 bucks and no one wanted to pay for the expensive one, but if you would just bite the bullet and get the one that you need.

You'd be much further along, you'd be able to make decisions faster. You wouldn't have a business that's all duct taped together. And to your point, nobody's buying that. If they might like on the outside look you have an amazing brand, and this is great. And they're like let's see the back end, how it operates.

And you're like when someone calls every night at the end of the day, I remember to call it back. So what do you think about that system? Oh. You don't have something that will log that or have one of your employees do it the next day. Nope. Really good memory here. And so you, that's not a sellable business.

You have to get the software and the systems in place. Not just to be able to sell your business because that's not the goal for a [00:15:00] lot of people. But you wanna ma build your business to your point, Danny, as if you were going to sell it. Because it just makes it so much easier. You need to position your business in this.

This sense of if someone else had to come and step in, would that be possible? And it should be with how you set up your systems operations in C R M.

Yves: Yeah. For sure. I think that's something that I was always good at. Like I always I'm the systems guy, right? And like I've got some alliteration for you.

It's like simple systems, streamline and scale, right? Like the benefit of having something like that is you free up your time cuz you can automate a lot of these things you like. I. I've known this cuz Liam is exactly like this. Like I just don't remember things like, I just don't remember a lot of things.

So I had to create these like checklists and just like my attention's, like squirrel, I'm all the way over here. So I had to create systems or things would fall through the cracks, right? And that was just, it was so beneficial because now I have this system that I could just literally hand off to my admin or [00:16:00] hand off to my physical therapist.

And it just allowed me to scale my practice in honestly, a very short period of time without having. Really good sales and marketing knowledge. I was just really good at these systems. And then to your point too, I was always really hyper focused on tracking. Like, why is this working? Like I need a number and I need to scoreboard to understand if what I'm doing is actually having impact or not, because I don't wanna waste my damn time like I just wanna did this work or did it not.

And if it didn't work, cool, I'm not gonna do that again, or I'm gonna change something. Or if it did work, cool, I'm gonna double town on doing more of these things. And I just it just makes everything. So much

Danny: easier. Yeah, see, I'm the complete opposite because I'm not like naturally drawn to wanna systemize anything.

I do forget a lot of things like you, so that's common. But I do think that, like for me it's, the challenge is, You have to take a step back and you have to like, to Jared's point, you have to think about what is needed and you have to organize that. And then you have to have a, you have to have an approach that [00:17:00] allows you to understand what needs to happen from a high level, and then be able to build those things out, versus it's like looking at like Legos from the top down and you're like, oh, this goes here and this goes here and that's cool and all but like my perspective was always, I'm like the little Lego guy in there just fucking breaking shit and building stuff and like having a great time.

But no idea what. What I'm building, I just know that I'm building something. So you need to really be able to have that perspective, that way people that are in it know what they're doing is the right work, and that they're working on the right things. And like these guardrails that we build out for ourself and for other people in structure, it just makes them more efficient.

And frankly it makes their life a lot easier too. And yeah, if you're just like writing things down or remembering to go and do them that's just not scalable. It's not very it's not very efficient and it's a huge. Time burden and mental burden on yourself that you could then be, putting somewhere else.

And for me, having had a business where we had nothing. That was tracked and organized or whatever. It's like I [00:18:00] could never go back to that because now I know just how much better it is. And especially with all the effort you would put in. Like historically, it would just, for me, it would just be let me just talk to that person.

Lemme just get on a sales call. Let me just do lemme just do something that I'm good at, more of what I'm good at. But not necessarily tracking anything or not following up with anything. And even people that I talked to, patients that we talked to, like I thought about this the first year, like the amount of business that we had.

We could have doubled it if we just had basic follow up in place. And it was like they didn't come in all right. Onto the next one, and I just never did anything with them. And it's just so interesting to think about how much money we might have left on the table with some of these basic systems in place.

Yeah.

Jerred: And I think you guys know I basically won't make a decision without data. Like I just won't no matter how much experience I get as an entrepreneur I always have a gut feeling like I have here's my. My best guess and all I allow my gut feeling and my guess and my experience, all that earns me in my opinion is a hypothesis.

Okay, [00:19:00] here's what I think is gonna happen or will happen, but now I need to back that up with data before we make some giant decision, before we change something, before we move a new direction. And then if the data's not there or it is there, like now you can officially make that decision. And I think that's what's lacking for a lot of people and.

It has come in stages, like I've run into this like at different levels of business and different areas. If you just don't have the data, you can't make a good decision and you're constantly having to make those gut feeling decisions, which you might get good at. To be honest, like I, I just think that it's it's slower, right?

Like you might be really good and very intuitive in business on what the next step is and what the next move is, but for every time you're wrong, And it took you six months to figure out that you were wrong. Data probably could have solved that problem in a couple of weeks. And so really think about how you're collecting and utilizing that data.

Because we've moved systems and done different things at PT Biz and [00:20:00] we've run into the data issue multiple times to where. It was easy enough to track at first, and then, I built some dashboards where we could track things and look at things, but then there wouldn't, it wouldn't be like a perfect match, something that would be off.

And now, like we have a pretty good system, but there's still some level of we need a human. To go in and verify some of these things. So we just know that we have very clear data. But what's happened time-wise is it's just shrunk down further and further to where we can look at data very quickly, make decisions.

So the only time that we have to lose is we have to wait for things to play out. So okay, we will make a database decision, but we won't allow ourselves to do that until it's been 12 weeks, and I think a lot of businesses aren't at that point, and I know it probably sounds pretty advanced.

But there's so many great systems and softwares out there these days. You just have to know what you're tracking and make sure that you are tracking and looking that data before you make a

Danny: decision. Yeah, and I think maybe, from a high level what you're talking about, it makes a [00:21:00] ton of sense.

But for people that are maybe, just getting started, if we bring us back to the clinic and where something like this can be really helpful I'll just give there's num, there's many examples of like why something like this would benefit your business and the data you would get from it to help you make even better decisions.

But if you just think of three simple systems that you can have in place that are running without you, without you needing to be there without. An employee needing to do it without a a person that can call in sick or anything like that. You can think of something as simple as, a new patient system people that are coming in.

How do you indoctrinate them into your culture, your business? Where do they go? What are common questions? What can they expect? Just things that actually help tee up that person to have a successful. First visitor to at your business. Just that alone in its own right, makes a huge difference.

If you can take away some of the questions people already have. What if they drop off? Now all of a sudden we can have things in place that. Automatically [00:22:00] get them notified that they need to come back in so they can finish their plan of care. We know if they finish a plan of care, likelihood hood of them rebuying, the likelihood of them referring a friend or family member, and the likelihood of them actually getting the outcome that they're paying you for significantly higher.

So that helps the business a ton as well. And that's something that can be initiated with some of these platforms that we're talking about. And another really easy one is a review. We know for sure the number of reviews that we have. With the local practice that we had in in Decatur here in Atlanta, made such a massive difference in the decision making process of people that would, they would, maybe they're referred by somebody and they go and they look us up and they're like, oh man, they have a bunch of Google reviews.

They start reading 'em. All of a sudden social credibility, they're more likely to come in. We have ads that maybe are going and somebody searches. For that in our area, and it pops up and all of a sudden, what do they see? A bunch of reviews that we have. How do you get more of those? People have to actually go on Google and leave those for you and write those well.

What if you can know for sure, like this [00:23:00] person's having a positive experience and all of a sudden they get prompted to leave you a review. Also, an example of what people are saying, a link where they can go, make it very easy for them and oh, maybe they just only get it if they get a Gmail account because then they're automatically signed in.

These are things that you can actually do. They're gonna increase the likelihood that you're actually gonna have this task. Taken care of that dramatically helps your business. And you don't have to remind your staff members necessarily to say Hey, make sure you email five people today for a Google review.

Like it just is gonna happen no matter what. So that's just three just simple examples I guess of, you know what I'm thinking from a tactical standpoint that you could have within your business. And if you don't, that's fine. Just think of. What that would maybe do for your business, but also what other things would benefit you that are in a similar vein that can be, automated that don't take a person.

And a lot of what we do does take a person, but the management of the, operation side of the business can heavily be automated and save you a ton of time and and money, honestly. Yeah, I think,

Yves: I love the statistics. I [00:24:00] talk about it all the time cause we track, we tracked really well and it was just me in the practice, in a CrossFit gym and brought an administrative person on.

And all that person did was just follow up with the people that dropped off. And we tracked how affected how that affected my schedule over like a, let's call it three month period, give or take. And it was like 20% of my schedule was more full, just from the simple fact of just somebody just manually reaching out.

Wasn't even a system of just Hey, wanna get you back on the schedule? Hey, you dropped off. I wasn't doing that. And. 20% of my schedule ended up being full. And so to yeah, get even more tactical. Like one of the biggest things I like people to do early and it's like we have it all filled out in our Rainmaker program, is just like a simple lead tracker of just like, where are your people that reach out to you?

Did they schedule or not? And where did they come from? That simple thing can make, and it's amazing how many people won't do that, right? Like they just won't even ask the questions, let alone. Put it on a piece of paper and and I get it right? It's is this, is this actually going to bring in new patients?

No, but again, go back to Jared's point. [00:25:00] It'll gimme some really good data and I can now start using my time wisely.

Danny: Dude, that's the number one que anybody that ever came to see me, the first thing I, so I was like, Hey, I'm Danny, nice to meet you. Who, how'd you find out about us? Like that's literally the first question I ever asked him.

And it was always cuz I wanted to know Cool. Did somebody send you our way? I'd love to say thank you to them. And they'd be like, oh yeah, it was John, or it was, no, I'd looked you up on Google. And I would write that shit down every single person, and I would categorize it, where are they coming from?

Like that in its own right is just a question you should be asking everybody. But I think what you're talking about more than anything is a tool is only as good as the utilization of it. I could have the world's fastest car and then not drive it, and. And I'm going zero miles an hour with the opportunity to, be in something that's super, super fast.

So I see that a lot where people are slow to implement the utilization of technology. And this usually happens, [00:26:00] and this happened with me. By the time I knew I needed it, I was too time poor to be able to really figure out. Like how to put it together and how to use it. So I just didn't do it. And luckily I have a smart wife that, actually started to build these things out for the business.

Otherwise I pr I don't know if I would've done it myself. So that, I think that's the challenge that we find people in is they just become time poor at a certain point and then it's even though they know it could help them, it's just too much pain for them to do it. So that's, I don't know, that's a huge challenge I think for them to get over.

I think

Jerred: tactically for me would just be map out that no path whatever you want to call it. And it could be anytime that you're trying to funnel somebody through something and it does not go as planned. And there's really only, I don't know, maybe two real scenarios that you need to work through here is like lead.

So lead comes in and then they did not become a patient. Okay. What is their journey [00:27:00] now? How long is that journey and where are the calls to action to get them to get onto that yes path? But then I think another person that we often forget about would be past patients. Because they are still there.

They've probably, what if they went through all the yeses and they're good, but now we've also forgotten about them because this is true of every entrepreneur in every field. You're gonna be incredibly focused on new patients, new customers, new clients, and that's good. We need that. That is the oxygen to a business, right?

Cash flow. We need that coming in. But not at the expense of forgetting about people we've already worked with. So people who are done, maybe you haven't talked to 'em in three to six months or whatever, what is their path? So really it's this done or no path. Just make sure that it's written out somewhere at a minimum.

After you listen to this. Like just go brainstorm that. It doesn't need to be super complicated. Just Hey what does that look like for somebody? And how am I gonna get. [00:28:00] Either one of these people back to a yes, either people who worked with me in the past or someone who said no, or just it wasn't the right time.

How am I gonna get them back to this yes path that I want them to? Because a lot of times we're almost like, I don't wanna work with you either. Fine. Get outta here. Like we need to be like, oh no there, it just was a bad timing, but we'll get 'em back to the S path. Yeah, I think

Yves: those We could nerd out about those.

I think all day, right? Like for in a cash-based practice, right? Like it's our marketing, getting them just to fill out a contact request, right? Like at the phone call, do they schedule the eval? Yes or no? And having a plan, if they say no, if they come in for the eval, do they do a package, yes or no? If they do a no having a path for that.

Once they're done with the package, they're into continuity. If they didn't do it, cool having a path. I think for that, and then also what I'm realizing too, and we're going real deep in the weeds, but hopefully this is beneficial, is like, is understanding that journey from a client perspective, like what are the thoughts and feelings?

What are they going through and how can you [00:29:00] get them to Yes. What is like the script for that? What do we need to say? What are their thoughts and feelings? And if we can get that right, like we really dug deep with this in PT Biz recently. So again, it's very much top of my mind. It's what are their thoughts and feelings?

If I can get them to a yes at each. Of those kind of inflection points, we're creating our, kind of our ideal customer. We've got somebody who's a raving fan who's gonna stick around for a very long time and refer their F friends. And that's gonna make everything in my business, in our business, your business so much easier and right.

And that's what we're trying to do, right? There's man, I wanna make this as easy as possible for new entrepreneurs. Let's learn from some of the mistakes and Implement this stuff early, even if you are a little time poor, right? It may not give you this immediate gratification that you're looking for, but man, I'm gonna tell you on the backend, it's gonna make everything easier.

Danny: Yeah, no, definitely. I think that the, one of the other challenges that we see with this is copywriting. Like people just don't really know how to communicate via [00:30:00] text. With other people that we're taught how to like formally write things, for essays and things in school or whatever papers we have to write.

But when we're talking about communicating with someone else as part of these processes, a lot of this is email, text, whatever, just text-based communications. I think the challenge is that. Two people can write the same thing. There's, have the same intent, but write the message in a different way and get drastically different outcomes.

And I noticed this when we started having our newsletter. We would have like our front desk staff to put a newsletter together. And I started learning more about copywriting and I was like I'm gonna take a crack at this. And I wrote it completely differently. I wrote it like I was talking to somebody.

I wrote it plain text and with a call to action, and all of a sudden we had a better outcome from that same email that was going out. It was just erected in a slightly different way. So some of it is just, it's not just necessarily doing it, but it's the nuances of how you do it. And what you're saying and how you're putting that [00:31:00] together.

And that's what makes it intricate. And I think that's the challenge for what, for why people don't necessarily build these things out is because it just seems too hard. It seems I'm just gonna focus on being a great clinician and that's great cause you should definitely do that.

But to bolster the business with something that can be like working there the whole time when you're not, and it be effectively getting more people in the door. The multiplier that adds is just like, It's so significant. And my favorite part actually of having a really good tech stack is actually dashboards.

I'm a huge dashboard guy. Fucking love dashboards. That's the favorite thing. I dunno what it's, I just go to one page. I have all the relevant numbers that I need. I can see, charts and different colors and stuff and it just makes me feel great. And that just comes from data being organized.

And if you may not, may have no idea what I'm talking about, but if you have. Unorganized information in your business and all of a sudden it's like very clear is just such an advantage.

I don't know how you run a

Jerred: business without it, to

Danny: be honest. I think [00:32:00] like you might be the only person who likes dashboards more than me. Yeah.

Jerred: I've always been that way. You have to be able to visualize the data or you can't really I, I can't even stand numbers that aren't graft.

Like I just, cuz it doesn't show me a trend, it doesn't show me what's actually happening. And so you, if you don't have those I won't shame anybody listening, but like you, you definitely wanna, you wanna try and get there, right? You want to definitely get there so you can, it all comes back to decisions.

It's, and I will say having worked with Eve for a while now, there's also a level of detail that you cannot get. And I think that's one of the biggest things him and I have gone back and forth on is we real, like when it comes to data we, or tracking, you don't need a hundred percent accuracy cuz it doesn't exist.

You just need to get as close as you can. And and I see that happening a lot with people we work with too, if they do like advertising or something. And they can't perfectly track it. Or Danny, if you ask the [00:33:00] person, they don't really remember, maybe they just say something, right? These are things that you have to factor in.

And it's not gonna be perfect. So never have that expectation of any data or whether or not rely on the tracking. You just have to know to some degree that we're moving in the right direction and our efforts are being tracked, but it might not be like down to the level that we wanted.

That's a

Yves: such a good point. I actually thought about that when you were talking about data is I've always wanted to strive for yeah. The perfect amount of data. And I had to learn, real fast that's not gonna happen. And that's, it's okay. It's as an entrepreneur you have to be okay with.

Incomplete data and not having all the information and still moving forward like that is a part of entrepreneurship, I think. Like in a lot of ways, like using that gut feeling, using data, and putting that all together to make the best possible decision based off the stuff you have and continuously moving forward.

Yeah. Do not get paralyzed. And I can see this a lot like. By not having, [00:34:00] yeah. The perfect, oh man. I don't know. We're like these four or five people. Okay, cool. But like, where's the trend? And I think that's why you like charts so much. Like you can see the trend and Cool.

Make a decision, move forward.

Danny: That's it. So if you don't have crm, what the hell are you doing in your life? Leave it at that. I'm count kidding. I'm cr and shame everybody. Just, just in general, just technology. I just see, I look, I started my practice with basically like Google Sweet. That was it.

My notes were on that. We were using sheets for everything. I was scheduling people through a Google calendar and I thought I was so smart. Cause I was like, this is costing me like hardly anything, it was like such low overhead and it was fine to, to start with, but man, the, then I had to switch to a scheduling software and then I had to then move notes into those things from where I was at.

And it was like very. Challenging to move data around and then we did it again and And it's, it just, I wish I would've invested in technology in my business earlier because I think it would have [00:35:00] smoothed out the process, the growth cycle so much better. And it would've made like bringing on staff a lot easier as well.

But it's just so hard for someone to tell you that when you're staring at, trying to save money at the same time, but you're just not really looking at it as an investment. I think you're looking at it more as a. As a cost. So getting past the fact that yes, it costs money, but it, but I think you have to look at it more if you hire someone.

They're not a cost really. They should be a asset. They're a really good thing for the business because they're helping generate more income. They're helping save time. So if you're paying for something and it's a cost, that means that it's not giving you any value back. So if you look at it from that standpoint, like how much value you get back from something like that.

No it's hard to quantify early on, but it's tremendous in terms of efficiency, in terms of actual money back in the door. Just prior patients, like just that alone, like we're prior patients, our goldmine that no one ever actually does anything with. And if you just [00:36:00] get those people back, get on a regular basis, they already know and trust you and have already paid you.

They're literally the greatest. Like potential client to bring back in that you could hope for unless you did a terrible job with them and then they probably aren't gonna come back no matter what you do. So just things like that. I think you look at it from a standpoint of where you get your ROI from.

I think it's, it's pretty straightforward.

Yves: Sorry, I wanna piggyback off that real quick. I know we're trying to wrap up, but It was so helpful for me because all I wanted to do early on in my business was to see patients and go find more new patients. And if I wasn't doing those two tasks, like what I deemed the most important tasks in my business, I would get frustrated.

So as quickly as possible, I would use software or I would use. Other human beings to make sure that's all I did in the business and right. And if you keep doing that, as you elevate further and further like at some point the most important thing may be leading the team. At some point it may just be gathering data, whatever that is, right?

Make sure you're focusing on those biggest bigger impact

Jerred: tasks right

Danny: away. Yeah. Totally agree. I wanna leave you one last thing. So [00:37:00] we had a lot of listeners on this podcast. Last 30 days, we had 40 something thousand downloads, and I looked at our our iTunes reviews and we only have 200.

And I think that's a bit skewed. So I, or we rarely ask for anything on this podcast. But I wanna leave you with this. If you are an active listener to this podcast and you've been listening for a while, we greatly appreciate it. If you would leave us an iTunes review and. Or if you're not an iTunes person, take a screenshot of your favorite podcast that you've listened to and share it on Instagram on your stories.

Just tag us in it, tag me, tag PT biz, and just let everybody know which one you like the most. Because I know we got a lot of listeners, we put this out every week, have been doing so twice a week now for five years, going on 600 podcasts, which is a lot. And all we're asking for in return is either a review.

Or a little screenshot and share it out because we wanna help more people with this. And those things actually really do help [00:38:00] us quite a bit. We'd really appreciate if you did that. And as always, guys, we appreciate you listening. Hopefully this one helped you out. Maybe for a little bit more of senior business owner, understand your tech stack and what you should be looking to, maybe invest in or not invest in.

And as always fun to have Jared and Yvonne here. We'll try to get 'em on more often, maybe a couple times a month. We'll try to get one of those out so we can share the knowledge of all three of us. And as always, guys, thank you so much for listening and we'll catch you next week.

What's up, PT Entrepreneurs? We have a new exciting challenge for you guys. It's our five day PT biz part-time to full-time challenge where we help you get crystal clear on how to actually go from a side hustle to a full-time clinic. Even if you haven't started yet. This is a great way to get yourself organized in preparation for eventually going full-time into your business.

So we actually help you get crystal clear on how much money you're actually gonna need to. Replace with your business to be able to make a lateral transfer. How many people you're actually gonna need to see based on what you should be [00:39:00] charging. We're gonna tell you three different strategies you can take to go from part-time to full-time, and you get to pick the one that seems like the best fit for you for your current situation.

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Get signed up for the challenge today. It's totally free. We think this is gonna be a game changer for you and are excited to go through it. Hey, real quick before you go, I just wanna say thank you so much for listening to this podcast, and I would love it if you got involved in the conversation. So this is a one way channel.

I'd love to hear back from you. I'd love to get you into the group that we have formed on Facebook. Our PT Entrepreneurs Facebook group has about. 4,000 clinicians in there that are literally changing the face of our [00:40:00] profession. I'd love for you to join the conversation, get connected with other clinicians all over the country.

I do live trainings in there with Yves Gege every single week, and we share resources that we don't share anywhere else outside of that group. So if you're serious about being a PT entrepreneur, a clinical rainmaker, head to that group. Get signed up. Go to facebook.com/groups/ptentrepreneur, or go to Facebook and just search for PT Entrepreneur. And we're gonna be the only group that pops up under that.