front desk

I've done enough secret callers to know that your Front Desk can't answer these 4 (very important) questions after a new patient call. Yet, these questions MUST be answered. Otherwise, your chances of getting a cancel or a no show just increased!

In this short episode, let's talk about the 4 W's your front desk is missing with every new patient call and what to do about it!

Today's episode is all about 5 ways to ensure new patients DON'T show up on their first visit! (Are you doing any of these 5 things?) If so, it could be the reason your arrival rate is lower than you want it to be.

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So much craziness goes down at the front desk, and our Loading Dock stories from HITEC prove it.  Whether they are dodging bowling balls, asking Dora McDonald about the midnight train from Georgia, or welcoming guests to a fake hotel, our storytellers capture the essence and the madness of hotel reception. Stay tuned for more HITEC Loading Dock stories next week.

Are you thinking about selling your healthcare business? What are the steps you need to take to maximize the return on your investment? Are you looking for an expert to guide you through the entire process from beginning to end, so that you can sell your company for the highest price possible in a smooth and efficient manner?

In this week's Action Series episode, in part 4 Jerry is joined by Dave Kittle. Dave is Mentored by the best in Healthcare and Mergers & Acquisitions. He’s an entrepreneur and licensed healthcare provider who has assembled an experienced board of advisors with over 121 years of experience. Hundreds of successful transactions and integrations, to acquire healthcare companies focused on the patient experience while retaining top employee talent.

In today's episode, they will cover The insights and process of buying and selling for your Healthcare Practice. How to leverage your time and money into your business. The difference between acquisition and selling. People will spend money on a product that lasts and creates value. Selling your practice and buying a new one can be a great solution because of the benefits that come with being a first-time practice owner. 

What you’ll learn from this podcast:

5:28 - How to create value for your buyer? 

11:00  - Finding a great value to buy a Healthcare Practice 

12:20 - Bringing knowledge and spreading the word about Acquisition and Mergers. 

14:30 - Your role will be replaced as an Owner, not as a Practitioner

18:30 -  Knowing and seeing your exit strategy

Additional Resources:

 Reach out to Dave Kittle: 

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Instagram: @davekittle

Podcast: The Dave Kittle Show

Website: www.cashbasedphysicaltherapy.org

Reach out to Me:

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Facebook group - Whats Best For The Patient, Is Best For Business

Youtube - Jerry Durham PT

 How do you create actionable and repeatable business processes while staying true to your original creative vision?

In this week's Action Series episode, in part 3 Jerry is joined by Frank Benedetto. Frank has been a Doctor of Physical Therapy for 10 years, and one of the most credentialed in the USA, he is double board-certified in both orthopedics and sports, Frank, like many clinicians, fell into Physical Therapy after receiving treatment for a broken leg and a shoulder injury in his teens. He now helps disruptive healthcare entrepreneurs launch and scale mission-driven businesses without going into debt or trading away their life with The HoneyBadger Project,

In today's episode, they will cover How Frank's business has provided him and his family with the hope of a better future  by building a business that is driven by a purpose beyond profit. How can creativity and innovation be the cornerstones of the business, even if you are just a start-up?  How do you lead in a new era that is less about ordering and telling, and more about building relationships? How to develop and take charge in today's world of business.

What you’ll learn from this podcast:

4:38 - Creating a business saved Frank

8:25 - What is a mission-driven company? 

14:08 - be a client-customer business

19:00 - Own the process, not the outcome. 

21:09 - Helping you find your calling, commit to your niche, and how to study that niche 

28:19 - The Pathway of Healing holistically 

31:26 - Building a scalable business through your business process and system 

Additional Resources:

Reach out to Frank Benedetto: 

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Instagram: @frank_benedetto

Facebook: https://www.facebook.com/frank.benedetto.dpt

Reach out to Me:

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Facebook group - Whats Best For The Patient, Is Best For Business

Youtube - Jerry Durham PT

 Have you ever wondered what it takes to sell your first call?  Are you curious about pricing for a call or how to set yourself up for success? 

In this week’s episode, I will recap the full series of Art and Science of Selling in Healthcare - The Art Of The First Phone Call. Learn about the best ways to approach your first phone call, and get you on the right path to success. Learn the whys and hows of selling, how to approach common questions and concerns that might arise, to price and position yourself. 

What you’ll learn from this podcast:

1:50  - The Art and Science of Selling 

3:44 - Taking control of the conversation 

5:08 - You have everything you need to be successful at your front desk 

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Facebook group - Whats Best For The Patient, Is Best For Business

Youtube - Jerry Durham PT

Are you worried about the price of your products and services? Do you think that's why customers don't buy from you? Or are you wondering how to get more sales when your prices are higher than the competition? 

In this week’s episode, I continue to talk about the last series of "Art and Science of Selling in Healthcare" - Dealing with Price. How to create an irresistible offer and make price less the issue. How to maintain the conversation after you introduce your PRICE. How can you get your first appointment after your first phone call? So how do you give your patients to take action? You start with value first and price second.

What you’ll learn from this podcast:

1:25 - Manage VALUE before the price 

2:13 - Do not avoid the conversation on the PRICE! 

3:08 - Set an expectation on WHEN will they get a price

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Facebook group - Whats Best For The Patient, Is Best For Business

Youtube - Jerry Durham PT

If you are a healthcare provider, the number one question your new patient asks YOU is: “How much does this cost?” How would you respond to this question in a way that will increase the chances of the patient returning and completing their plan of care without thinking about the cost? 

In this week’s episode, I continue to talk about the series "Art and Science of Selling in Healthcare" - the Art of the First Phone Call part 6. Why 99% of the callers are asking about the price? What is the best way to manage price, neutralize the conversation, and maintain control of the conversation? Selling an expert is far better than selling a commodity. Do not only discuss the price, discuss what they’re getting on that price that drives back to the VALUE.

What you’ll learn from this podcast:

3:26 - the SCARY question new patients asked 

4:45 - How to talk about the Outcome

5:15 - Why Patients are always asking about the “cost” rather than the “service” 

6:16 - How to Make PRICE less an issue in the First Phone Call 

9:03 - Selling an Expert is Easier 

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Facebook group - Whats Best For The Patient, Is Best For Business

Youtube - Jerry Durham PT

How can you add value to your patients in order for them to trust you more and want to maintain your services through your treatments, not just once but on a long-term basis? How will you attract and retain your patients? 

In this week’s episode, I continue to talk about the series "Art and Science of Selling in Healthcare" - the Art of the First Phone Call part 5. How to implement, apply, and do the Selling as an Expert in order to retain your new patients. How to shift your Patients mindset into buying your Journey. Everybody is selling the same outcome, what differentiates you from other providers? Does your business get better if you are selling the Outcome? Sell the outcome in the context of the journey with you.

What you’ll learn from this podcast:

1:38 - Sell the Journey not the Outcome 

4:38 - Selling as an Expert vs the Commodity 

5:17 - The Five Phases of the Outcome 

13:14 - The Work of the Provider 

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Facebook group - Whats Best For The Patient, Is Best For Business

Youtube - Jerry Durham PT

The first conversation with a patient is incredibly critical. So, how do you maintain the right conversation in order to establish your value and sell your price? What are the qualities that every healthcare provider should have and what does it take to nail the perfect first call? 

In this week’s episode, I continue to talk about the series "Art and Science of Selling in Healthcare" - the Art of the First Phone Call part 4. The 5 steps  on taking your new patients on your FIRST phone call. Why is the beginning of the phone call important? How to take control of the conversation from the start to the end? Why were 99% of calls lost at the very beginning? Learning the ‘structure’ side of the side, and implementing the art side of managing the conversation. Take your new patients to your system that allows you to be successful by getting value first before price.

What you’ll learn from this podcast:

1:00 - How to maintain the conversation

5:04 - The 3 mistakes you’ll be asking on your FIRST phone call 

7:19 - How to take your patients to your process, and provide them the value before the price 

7:59 - Acknowledge their pain and needs 

9:59 - Your total costs for health care

11:00 - Sell your value 

Reach out to Me:

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Facebook group - Whats Best For The Patient, Is Best For Business

Youtube - Jerry Durham PT

Are you having a hard time figuring out the right balance between being “leading” or being “in control” and getting to the business that you intended to address? Are you wondering if there is a way to only talk about business when talking with your clients without putting them off, making them feel like they don't have a say, or letting them into the conversation?

In this week’s episode, I continue to talk about the series "Art and Science of Selling in Healthcare" - the Art of the First Phone Call part 3B. The art side of ACKNOWLEDGEMENT,  asking for PERMISSION-based questions,and how do you “LISTEN”. What is the art of moving the first phone call? If you aim for only ONE thing -  to get the problem to be solved, you need to LISTEN unless you want to defeat your purpose. Why is the “listening party” in the art of science is what missing the most? If we ask better questions, acknowledge, and understand the process, the call will be efficient and move with your client. Value your patient first, cost becomes the least for the patient. 

What you’ll learn from this podcast:

1:01 - How do you acknowledge, listen, and ask permission-based questions to your patients? 

4:09 - How do you keep the conversation going? 

9:48 - How do you open the door to getting the expectation? 

13:41 - How is this coming together in your business practice? 

15:16 - All patients want to find the real expert in Healthcare 

Reach out to Me:

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Facebook group - Whats Best For The Patient, Is Best For Business

Youtube - Jerry Durham PT

Answer this... Have you ever given much thought to your patients' experience the second they walk into your clinic?

In this episode, we talk to licensed Physiotherapist and champion of 'front desk training' Jerry Durham, as we discuss ways in which you can put a smile on the faces of everyone who walks through your door simply by improving your front desk experience. 

Packed with practical, accessible and easy-to-implement action points, if you're a hearing care professional who cares about creating a long lasting impression, this episode certainly well worth your time. 

You can keep up to date with Jerry Durham by following him on Instagram, YouTube, and listening to his Apple Podcasts.

To learn more about growing your private practice, visit www.businessofhearing.com

Are you having a hard time figuring out how to efficiently move through a call and do the business priorities to make the person on the other end feel that they are the priority at the same time? Do you want to know how you can maintain control of your calls?

In this week’s episode, I continue to talk about the series "Art and Science of Selling in Healthcare" - the Art of the First Phone Call part 3. How can you handle the person calling? What is the ART side of the first call? What should you do to make the patient feel more heard? How can care does not take care of and create patients’ success? Caring is the result of the art side. Acknowledge and ask permission-based questions with yes-or-no questions where you can maintain control of the call and get the information you need to make sure that person knows you have an expert who can help them understand their problem and can give them a plan of care. If you understand that you need a problem to be solved with people’s expectations, then that’s the way you set up that question.

What you’ll learn from this podcast:

2:21 - Empathy is not sympathy 

3:31 - The extreme of the science side is caring 

4:55 - The art of the first call

7:20 - How to handle the person calling

Reach out to Me:

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Facebook group - https://www.facebook.com/groups/488519702342284

Youtube - https://www.youtube.com/channel/UCPz8_pWAP2yd4T7vWrgAeJw

Are you in control of the conversation you are having with your clients? Are you always ready to hit the ground running when that phone rings? Do you know how to ask the best questions and how to respond to them?

In this week’s episode, I continue to talk about the series of "Art and Science of Selling in Healthcare” - the Art of the First Phone Call Sell part 2. How is the call setup successful from the beginning? How important is the first call? Acknowledgment is part of science. It becomes the tool you use in the conversation to maintain control, but also to make sure the person on the other end knows it is about them. When people embrace this acknowledgment, they become in the moment in the conversation. LISTEN, DEBRIEF, REFLECT, and UNDERSTAND - It is the only way to be successful in it.

What you’ll learn from this podcast:

1:50 - Focus on the ART

3:22 - The art of the conversation

6:00 - The entry point in the business

11:45 - The goal to every question 

19:06  - Listen to respond

Reach out to Me:

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Facebook group - https://www.facebook.com/groups/488519702342284

Youtube - https://www.youtube.com/channel/UCPz8_pWAP2yd4T7vWrgAeJw

During the first call with your client, how do you focus on helping them in what they need? How do you demonstrate your expertise in healthcare practice? 

In this week’s episode, I continue to talk about the series "Art and Science of Selling in Healthcare." How does the first conversation become the roadmap of success? Determine who has more in control of the call? How to drive a person to a choice, and lead down to your path?  Acknowledge the pain and provide to solve the problem! The conversation is the key. Everybody has science in you that works with the art of conversation! 

What you’ll learn from this podcast:

3:08 - control the phone call 

5:19 - Acknowledge is a place of control 

7:23 - how to take control of the conversation 

9:15 - anybody can help you, but not everybody can solve the problem! 

12:19 - How to structure  a permission-based questions 
16:56 - How to differentiate yourself from other providers 

Reach out to Me:

Social:

Facebook group - https://www.facebook.com/groups/488519702342284

Youtube - https://www.youtube.com/channel/UCPz8_pWAP2yd4T7vWrgAeJw

What does "sincere" conversation mean when communicating with a client? What is the strategy behind every effective conversation?

In this week’s episode, I continue to talk about the series "Art and Science of Selling in Healthcare." How the most undervalued business process creates a bigger impact in the Ecosystem. What setting up the provider for success for the sales cycle?  How does the front desk become the greatest impact on the provider? How to change your front desk process to prevent canceled calls? You must acknowledge and understand the problem in order to be solved. You have to give your prospect the cost-benefits before they achieve their goals! The Science of Intake Process in Building the Art of conversation! 

What you’ll learn from this podcast:

(1:51) - The beginning of the journey has the biggest impact on your business 

(2:34) - How the Ecosystem creates an impact in your business

(5:30) - How to change your front desk and lower the percentage of your canceled calls 

(6:49) - The ‘Map of the Gold-Mind’ - 5 step sales process for your front desk

(7:45) - Step One: Acknowledge the caller 

(9:33) - Step Two: What is the problem that needs to be solved? 

(12:59) - Step Three: Sell the Expert based on the problem and expectations that need to be solved

(15:19) - Step Four: How are you gonna pay for this? 

(16:00) - Step Five: Recap 

Reach out to Me:

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Facebook group - https://www.facebook.com/groups/488519702342284

Youtube - https://www.youtube.com/channel/UCPz8_pWAP2yd4T7vWrgAeJw

So how do you achieve your goal? How should you put it together to succeed in your own healthcare practice? Are you curious about how you should get this to happen?

In this week’s episode, I continue to talk about the series "Art and Science of Selling in Healthcare." How can you properly understand the process and whole patient journey in your business? When does the sale start in your business? What are your goals and leverage in every phase of the sale cycle? When someone raises their hand and says they need your help, that starts the sale within your business. The course of care, plan, and how you manage each and every step in every visit is the way to get the completion of your patient's ARRIVE, PAY, STAY, and COMPLETE plan of care. People should arrive at your business to get exactly what they thought they would. 

What you’ll learn from this podcast:

2:49 - The sale cycle don’t stop 

3:43 - “The how” of what we have to do

5:10 - Sale cycle 1: Pre-Arrival Phase

7:29 - Sale Cycle 2: First visit with the provider

9:56 - Sale cycle 3: completion of that plan

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What do the greatest sellers do to be successful? Are you curious to know what the components of selling are that you need to consider in order to succeed in your business?

In this week’s episode, I continue to talk about the series “Art and Science of Selling in Healthcare”. What are the great sales techniques and the things you need to carry over from the history of selling that will make you one of the great salespeople today? Understanding the importance of selling in healthcare must have science as the foundation. "The Science" is the script, process, and structure of the business. You must know the next steps and what the goals and objectives are. You must combine art and science together because all great salespeople who achieve their goals and objectives do both very well in understanding the process.

What you’ll learn from this podcast:

2:20 - What great salespeople do

3:44 - Selling is the original outline for building trust

4:59 - Two major components of selling

6:39 - The art of selling

7:21 - The selling process and selling steps 

9:38 - The importance of understanding the process of what we need to achieve

11:24 - The combination of art and science

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What are the skills to have in order to achieve greater patient success and success in your business? Are you curious about how you can create better and bigger patient success within your practice?

In this week’s episode, I talked about the arts and science of selling in healthcare. What are best selling skills and attributes in order to create greater success? There are times when marketing and sales are overlapping because you may have someone move into their journey within your business. Start putting that all together to create the patient experience that you wanted to create. The art and skills in the science of selling must have to be present during all the phases to have patient success. 

What you’ll learn from this podcast:

1:00 - The value in selling and putting together YOUR sales process

1:42 -  Flow of a business marketing sales retention referrals

2:11 - The patient’s life cycle 

3:36 - The matrix you need to change and the things you need to do

4:02 - Where does the sales cycle start 

Reach out to Me:

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