February 3, 2025 • 22 mins
Click here - Take Action & Join the New Patient Group MasterMind. Schedule a Free Consultation Today to Learn More!
Digitalizing, Immersing & Transforming your Exam Room for Increased Conversions, Starts & Revenue! Welcome to another edition of the New Patient Group Podcast with our Founder & CEO, Brian Wright. The go to voice for the biggest names in Dentistry, Orthodontics and beyond for practices wanting to dominate the new economy.
This podcast episode explores the critical importance of creating immersive patient experiences in healthcare settings. By rethinking the aesthetics and functionality of exam rooms and viewing expenditures as investments, practices can significantly enhance patient engagement and conversion rates.
• The significance of an immersive experience in healthcare
• Outdated exam room setups reduce patient engagement
• Viewing expenses as investments rather than costs
• Modern furniture and technology enhance patient interactions
• Staff training on presentation skills can improve conversions
• The value of mastermind groups for collaborative improvement
• Aligning healthcare practices with hospitality principles
New Patient Group - The Employee & Patient Experience Co. Learn Advanced and Cutting Edge Skill Sets Used by the Finest People Businesses in the World, such as the Ritz Carlton and more. We are experts in the following areas and found a niche in orthodontics, dentistry and other healthcare professions years ago. We teach this expertise to enhance every interaction your team has with people you want to become patients or those who already are patients.
- Leadership
- Sales
- Hospitality
- Consumer Psychology
- Verbiage
- Presentation
- Communication
- Much More
The result of the above mentioned skill-sets is a much improved culture, new patients, treatment conversion, efficiency, profitability, treatment starts, revenue, patient referrals, patient compliance and more.
Job Descriptions that will Benefit from this On-Site Workshop:
- Clinical Assistants
- Concierges
- Doctors
- Front Desk
- Receptionists
- Treatment Coordinators
- And More!
This episode emphasizes the critical need for denta practices, orthodontic practices and more to invest in creating immersive and modern patient environments that enhance engagement and conversion rates. We discuss ways to align aesthetics with technology, transforming outdated spaces into welcoming, inviting areas that foster trust and excitement around treatment options.
• Exploring the disconnect between waiting rooms and exam rooms
• The importance of aligning aesthetics with patient experience
• Rethinking costs as investments for better practice outcomes
• The role of modern technology in engaging patients
• Strategies for improving the overall patient journey
• Encouraging a shift towards a hospitality-focused mindset
• Actionable recommendations for practice design improvements
• The impact of examining furniture choices on patient comfort
• Discussing the shortcomings of traditional scheduling templates
• Urging participation in the mastermind group for ongoing growth
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:00):
Could somebody please tell me why you would have a
massive, giant, 4k, beautifulflat-screen TV in the one place?
You should be striving to doeverything in your power to
never have anyone be yourwaiting room.
And then you go into the examroom.
You're bread and butter, prideand joy.
You're bread and butter, prideand joy.
(00:23):
And you see these cabinets fromthe 1980s nothing's been updated
boring paint and theseitsy-bitsy little computer
screens that you're trying toget somebody engaged with
treatment.
You're trying to give the upperhand to your TC to close the
deal at the highest level and,as people are shopping around,
(00:46):
that doesn't make you unique.
Why would you ever spend moneyon a big screen TV in the
waiting room and have these itsybitsy screens inside your exam
room?
It makes no sense, and we'regoing to talk about that on this
episode of the New PatientGroup Podcast, as well as some
things that you can do to bringthat immersive experience into
(01:07):
the exam room, to give yourpractice the upper hand for that
treatment conversion and makesure people buy from you rather
than somebody else.
And it's going to all be talkedabout today on another episode
of the New Patient Group Podcast.
Speaker 2 (01:24):
The time for real change is now, when tough times
test us, we overcome.
When hardship hits us, wepersevere, we innovate, we
transform, we transform.
If you're ready to achievesomething special, buckle up and
(01:47):
get ready for the ride of yourlife.
Welcome to Season 8 of the NewPatient Group Audio Experience,
A podcast dedicated torevolutionizing lives, careers
and business.
So you, your team and yourpractice forever flourish in the
(02:08):
new economy.
And now your host.
He's a husband, father of two,a founder and CEO of New Patient
Group and Right Chat facultyfor Align Technology, and a
trusted speaker for Invisalignand OrthoFi.
And a trusted speaker forInvisalign and.
Speaker 1 (02:26):
OrthoFi, brian Wright .
Hey, new Patient Group andWright Chat Nation.
Welcome inside the broadcastbooth, brian Wright, here, and
welcome in to another edition ofa New Patient Group podcast.
Hope you're doing great outthere and, as you've listened in
the intro, hopefully for any ofyou that may have that scenario
, hopefully you've alreadychanged your mindset and go geez
, what am I doing?
(02:50):
It is amazing, over the years,how many practices that I've
been into and this is exactlywhat you see.
You see so much effort andenergy put into the place that
you should be putting all ofyour effort and energy into
ensuring they never have to sitthere.
Way, that's the waiting room,right.
Why would you want to invest$5,000 in a massive flat screen
TV that goes in your waitingroom and then walk into your
(03:13):
exam room and it looked likeit's built in the eighties.
This is also what drives menuts about so many of you out
there that think the problemscan be solved by dumping $5,000,
$10,000, $15,000 a month intopay-per-click or muffin drops or
you know, billboard and radio,and then you call your practice
and nobody answers duringregular business hours, or they
(03:36):
show up to your practice andthese are the kinds of things
they see, you know, with apractice that looks like
yesterday's news and not, giventhe proper tech forward, you
know, showcase that you shouldand then wonder why your
conversions down and thereforeyour solution is just dump more
money in advertising, right, Imean, it all comes full circle
(03:56):
and so much of you out therecould reduce your advertising,
hopefully to the point where youdon't have to, if you just
rethink the way the things areinside your doors.
You know, I have, I think all ofyou should have, and we're
going to kind of walk throughthis immersive, this immersive
experience journey, if you will.
You know, one of your goals,all of you out there should
always be how can I create animmersive experience, meaning,
(04:21):
how can I make this not feelhealthcare?
How can I take people out oftheir realm, kind of a moment of
virtual reality?
How can I do that?
From the aesthetics of theoutside of my building to when
you walk through the door, toall the different ways I can not
have a front desk, have aconcierge stand there, all these
different ways that you can bedifferent than the rest of the
(04:45):
opinions, and you've got to bein a mindset place where you're
constantly going.
Okay, at this given moment intime.
If somebody went to Practice A,practice B and then they came to
me practice C, at this givenmoment in time, am I unique?
(05:05):
Am I different?
Am I forward thinking?
Do I come across as theinnovator, the tech forward
practice?
And you should be doing thatand mapping that out, because
that's what we do, it's what weteach the consumer journey.
It's never about one thing,just like today is never about
just what I'm talking abouttoday.
(05:26):
But this is an easy fix.
All of you out there shouldhave beautiful smart board
monitors that you can draw on,that you can take screenshots
and send things home with people, that you can engage people
with things home with peoplethat you can engage people with.
And that is one of among manyother ways is that you increase
(05:52):
conversion at a higher price.
You have to have showcase toolsand if you're trying to get
people, regardless of the doctoryou are out there.
If you're trying to get peopleto see value in your treatment
plan, if you're trying to getpeople to see more value in you
in your treatment plan, if youare trying to get people to see
more value in you, then whatcould be the same treatment plan
as the other two doctors, theother two opinions.
These are the type things thatyou have to be thinking about.
(06:15):
And when you walk into apractice with a waiting room
that looked like it came out ofthe 90s and then you have this
massive flat screen TV, yet then, when you look in your exam
room, you've got these cupboardsfrom the 1980s, 1990s, these
old school desks, thesecomputers that look like you're
back in the 1990s, these littletiny presentation screens.
You're screwing yourself,everybody and for many of you,
(06:39):
the mindset especially if thisis the first podcast you've ever
listened to.
You may be going well, yeah,dude, easy for you to say, but
those things are like you know,a used one is a thousand two
thousand one dollars and thenthe new one is four, five, six,
seven thousand dollars.
And I say to you is that, andthis is the same, the same thing
that we teach?
(06:59):
Is that that that is why youhave to separate costs from
investment, because if somethingis $5,000, $6,000, $7,000 as a
cost, it's just going to helpyou stay open today.
That's expensive.
If you look at something thatis going to produce a return,
just like a stock would, andit's going to produce a return
on more starts through a betterexperience, representing your
(07:22):
brand, as all those things Isaid tech, forward, innovative,
forward thinker because all ofthose things we'd have to
understand is is, as thoseimages are being built in
people's mind, they are going toassume you're the better
clinician, you're more up todate, you're more hip, you're
more innovative those kinds ofthings.
Right, if you're building theimage in people's mind that way
(07:42):
about your business, they aregoing to assume that your
practice is that way too.
Hey everybody, brian, right here, let's step away from today's
podcast.
Hope you're enjoying it, and Iwant to throw an actionable item
at you, as I want you to make2025 the year you really
implemented this immersivechange.
I want you to become a part ofour mastermind group and I'm
(08:03):
gonna give you a 30% discountfor your first year.
We do not do discounts.
I teach you all not to dodiscounts, but there are certain
times that I feel the timing isright and I want all of you out
there that you listen to thepodcast.
You follow us, you follow ourideas.
I want you to take action andbecome part of the most forward
thinking group out there, and Iwant you to.
(08:25):
I want you to come aboard andwe've got amazing on-demand
courses that you'll get accessto.
You'll get access to our liveboot camps with coach eric and
myself, where we really coachyou through a lot of these.
Our wednesday a secondwednesday of every month zoom
sessions with our doctors, ourin-person event that we have
every single year.
You'll have special invites toour MPG Iconic event and a lot
(08:47):
more, and I wanna welcome youinto our MPG Mastermind.
Make this year real change foryour practice, your business and
yourself, and we look forwardto it.
Just scan the code that we haveon the screen on our YouTube
station.
I'll also put the link in thedescription below Become part of
the new patient groupmastermind in 2025.
And now let's get back totoday's episode.
(09:09):
So, yeah, is it cheap?
No, but when it produces ahigher conversion rate because
you're engaging people andyou're increasing sales through
experience, then it's not thatexpensive.
Right, it's going to pay foritself.
And these presentation tools inyour exam room, I mean, think
about it.
Everybody.
Think how crazy it is that youand if, especially this is
(09:34):
you're going to be going.
Oh, my God, you're right.
If you're a practice that isset up this way, how crazy is it
for you to have a 60, 70, 80inch flat screen TV in your
waiting room and then you gointo an outdated exam room
that's got an itsy bitsy littlecomputer screen that you're
trying to get engagement on.
It's asinine, everybody, thatthis is how and, like I said,
(09:56):
it's never about one thing.
But if you're asking yourself,why is my conversion down, why
are my referrals down, whyaren't my numbers up, these are
the things that go into it.
Like you can't want to be animmersive experience practice
and that's what we teach, right,everything is supposed to
represent you as a peoplebusiness, as a famous
(10:17):
hospitality business thathappens to offer orthodontics.
It's not the other way around.
Like you can't jam that into apacked orthodontic, dentistry,
plastic surgery, et cetera.
You can't jam experience into apacked busy schedule, right,
you've got to jam theorthodontics you know as an
(10:38):
example, into the experience,right, and that's why and I've
got plenty of podcasts in thefuture.
But it's why schedulingtemplates are a joke, because
the scheduling templates do theyever take into account the
hospitality, people's side ofyour business?
Of course they don't.
Right, and that's what they allshould take into account as
numero uno right Is whenpatients walk through the door
(11:00):
is the schedule designed toensure they're greeted right
when they walk through the doorand never have to sit right.
That's one example of a hundredI could give right.
But that's not how most of yourscheduling templates work and
that's one of many reasons.
Scheduling templates are athing of the past.
You know, if you're doingremote monitoring and high share
to chair, clear liners, etcetera, et cetera, you don't
(11:21):
need scheduling templates.
It's a way of the past.
But back to this.
Like you can think about andmake this as an easy switch, go
out and invest and make surethat your exam room has the
immersive feel Like if you lookat your furniture, so many of
you I go in there and you've gotthis outdated clinic chair.
(11:42):
Go get a modern looking chairthat's three-fourths laid back.
That's nice and comfortablethat somebody could sit in.
You can do your exam there.
It's better to scan when peopleare about three-fourths back.
You're going to get a more truebite, so it actually gives you
a better eye tarot scan right.
(12:02):
Your mandibular changes when youlay completely flat, but that's
how most people scan.
You want to sit that personeither totally upright or a
little bit lean back, like Isaid, so you can get, you know,
a love seat.
You know, have a nice little,you know sectional couch in
there with a modern chair andyou know beautiful coffee table,
a big whiteboard, flat screens,you know 60, 70, 80 inch.
(12:26):
On the wall your TC can beworking off a simple little
laptop, it doesn't.
You know.
Gut out your desk in there,everybody and all your cupboards
and everything.
Put some floating shelves inthere, you know, for your tooth
models and you know for for yourtooth models and, and you know,
your scan box, you know demothat you're going to talk about
in the exam room on there.
(12:46):
Please, everybody, change theway your exam room looks, make
it more of an immersive feel,and part of this immersive feel
has got to be get your itsybitsy little outdated monitors
out of there and let's bring inyour 80 inch in the waiting room
.
Go, rip that off the wall andcome put it into your exam room.
(13:06):
But even better, get abeautiful smart board monitor.
Right.
These are the things that aretrue advertising, that really
represent your brand, that willincrease your conversion, it
will bring that immersive feeland it's all about being that
people, business first, allright.
So these are things you got topay attention to because,
believe me, the consumer paysattention to everything,
(13:30):
everything.
Right, you got a little crookedpicture on the wall in the
waiting room.
If you have an engineer sittingin there that brought their kid
in, the engineer is going to bethinking well, they can't get
the picture straight.
How can I trust them tostraighten my kid's teeth?
People think about everything.
It's really amazing how manypractices I've been into and you
(13:51):
can tell that they don't thinkabout everything.
You go into the exam room andthis so much goes into this
immersive experience, or lackthereof, and whether or not
somebody's going to buy from you.
Going back to getting into thehead of who you're trying to get
to buy from you and how theyare thinking about everything.
I have seen so many exam roomswhere you know the doctor is
(14:13):
presenting and their you knowtheir back is to the family or
you know they're turning theirbody, depending on who they want
to talk to.
It's just the setup of the roomdoesn't make sense.
You know it's like one of themost, one of the hardest things
to do.
You know most of you out thereknow I love cooking and one of
the most difficult things to dois to cook at a high level in
(14:36):
somebody else's kitchen.
It's like you're going on theroad and playing in a brand new
sports stadium for the veryfirst time, the first time you
face that crowd and the loudnessyou can't appreciate until you
do.
And then the locker room'sdifferent and everything Cooking
in somebody else's kitchen isreally hard because most people,
(14:56):
especially those that don'tcook or cook at a high level
their kitchen is just all overthe place.
It doesn't make sense and itmakes it really difficult to
cook a meal at a really highlevel if that's how you're used
to doing it, and I see this andthis could be a podcast for
(15:17):
other things about just the waythings are set up in general.
But just obviously, back to theexam room.
These are things you have tothink about when you scan with
the iTero machine.
This is an actual podcast thatI want to do and it's in the
notes.
But when you scan you have tomake sure that the parent is
(15:39):
part of that scan and they cansee the scan happening and the
TC is engaging the parent with awand in the kid's mouth.
You can't have the scan.
You know.
You can't have a parent sittingbehind the scan to where they
can't see what's happening,right?
That is part of the immersiveexperience that the other
practices likely are not goingto offer.
(15:59):
If you're going to use thescanner inside the exam room,
you've got to have it in aposition where everybody can see
it.
If that's going to be yourpresentation tool, ideally you
screencast it or you log intoyour doctor's site and it's up
on your big smart board monitorthat we're talking about, or TV
monitor, and there's so manycool features that the iTero
(16:20):
machine has that, for whateverreason, even Invisalign doesn't
teach it.
You know we're going to have apodcast.
I don't know what it's going tobe.
I hope it's this season.
It has not been shot, but it'show to turn your iTero machine
into a smart board whiteboardmonitor and there's a way to do
it and it's really really cool.
It's an amazing education toolway to do it and it's really
(16:41):
really cool.
It's an amazing education tool.
It's an amazing way to getpeople to focus, because one of
all of your goals out thereshould be to learn ways to keep
people focused on the educationthat you're providing.
Now, again, all this goes intoit.
It's the immersive feel.
It's the look and feel it'slike what I'm talking about
right now, like you can't have amonitor up and have it be
behind where somebody's sitting.
(17:01):
Or again, these outdated clinicchairs that take up, you know,
10 feet of unnecessary space,when you could just get a really
beautiful back to the furniturein there.
These are the things that youhave to be thinking about.
You have to be thinking aboutit everyone.
It just goes back.
I said it earlier, if you've gotoutdated cabinets, you know you
(17:22):
think that the exam room is allabout showing people the tooth
models and discussing their needinstead of their want.
And again, it's not that youdon't discuss the need, but you
know, until people, until peopleare bought in to why you're the
place to buy what they want,they don't give a damn about
what they need.
That's just the art of sales.
And that is why even yourdoctor exam, everybody, the
(17:44):
majority of what you're doing issales.
It's education, it'spresentation.
It has nothing to do withdentistry, orthodontics, et
cetera, et cetera, at all orlittle at all.
It has everything to do withyour presentation skills, your
communication skills, yourhospitality skills, your sales
(18:06):
skills, like, et cetera, etcetera, because even the part
that is heavy orthodontics,dentistry, whatever you know,
when you are talking thatclinical need and functionality
and those type things, howyou're speaking about those
things and how you're educatingthose things, that is a
communication, verbiage,presentation skill set right.
(18:28):
You could know everything aboutthe clinical world.
You could be and you hear meteach this all the time on here
you could be the smartestclinician of all time, but if
you don't know how tocommunicate it in a way that's
going to keep people focused, ifyou don't know how to educate
in a way that's going to engagepeople to see the value right,
you are going to lose again tothat clinician that may not be
(18:52):
as good as you, may not be assmart as you, doesn't do as good
a work as you, but if they areexperts at that sales,
presentation, hospitality,communication all the things we
are experts in that we teach allover the world and just happen
to have a niche in orthodonticsand beyond dentistry and beyond
if you are not an expert inthose things, you will lose.
You will absolutely lose andthat's why you know, of course a
(19:15):
lot of your exam is dentistry,is orthodontics, of course it is
, but when you speak the words,that part of it doesn't have
anything to do with dentistry ororthodontics, right, of course
you have to have the knowledge,but the key is how you are
articulating this stuff, andthat's a big part of the exam
too.
Not the topic today, but justagain to plant the seed in your
(19:36):
mind and how important thesethings are, but you've going
back to just this.
Last point is that you've justgot to think about everything.
Does it flow right?
Can the family sit there andsee the TV, see the iTero scan?
Are you truly digitalizing theexperience?
You know if you do have and youshouldn't, but if you do have
(20:08):
the parent in another room whileyou're scanning the kid, are
you screencasting that scan upto a big smart board monitor?
Where, in the exam room whereyou left the parent?
There's so many things that youcan do to just immersify this
whole exam room experience to beunique and better and, as a
result, you will see an increasein conversion.
You've got to have that room,like I said, like earlier, the
furniture and the TV monitors,all that stuff, yes, but you've
(20:28):
also, you've just got to thinkabout everything in there.
Where are people going to sitand how's their experience and
what they're viewing?
Where are you going to stand orwhere are you going to sit,
wherever it is, it's all got tobe mapped out and if it is,
you're going to stop screwingyourself everybody.
You're going to see theconversions go up and at a
(20:49):
higher price.
Yes, even in a down economyYou're going to see these things
go up if you have all these inplace.
But you must, must, think aboutall these intangibles and think
experience first.
And if you do, all these coolideas what you're listening to
today, but also all these othercool ideas are going to pop into
(21:11):
your mind about what we can doto enhance the experience of our
customer, our patient, or thosethat we want to be our
customers and our patient, andit's going to do great things
for you.
Make sure that journey isimmersive.
Switch out your computer screenfor a massive flat screen on
your wall, ideally a smart boardmonitor.
Rip out your outdated clinicchair.
(21:32):
Get some immersive modernfurniture in there, make it look
like a modern living room andreally separate yourself from
the other opinions, becauseyou're thinking people, business
, hospitality and experiencefirst, and it's going to
transform your starts.
Hope everybody enjoyed this one.
As always, give us a nicethumbs up on YouTube.
Share this with your colleagues, doctors.
(21:54):
Share this with at least onecolleague of yours.
Reps out there.
Please share this with yourdoctors and until next time.
Thanks so much for listening.
We'll see everybody soon.
Could somebody please tell me why you would have a
massive, giant, 4k, beautifulflat-screen TV in the one place?
You should be striving to doeverything in your power to
never have anyone be yourwaiting room.
And then you go into the examroom.
You're bread and butter, prideand joy.
You're bread and butter, prideand joy.
(00:23):
And you see these cabinets fromthe 1980s nothing's been updated
boring paint and theseitsy-bitsy little computer
screens that you're trying toget somebody engaged with
treatment.
You're trying to give the upperhand to your TC to close the
deal at the highest level and,as people are shopping around,
(00:46):
that doesn't make you unique.
Why would you ever spend moneyon a big screen TV in the
waiting room and have these itsybitsy screens inside your exam
room?
It makes no sense, and we'regoing to talk about that on this
episode of the New PatientGroup Podcast, as well as some
things that you can do to bringthat immersive experience into
(01:07):
the exam room, to give yourpractice the upper hand for that
treatment conversion and makesure people buy from you rather
than somebody else.
And it's going to all be talkedabout today on another episode
of the New Patient Group Podcast.
Speaker 2 (01:24):
The time for real change is now, when tough times
test us, we overcome.
When hardship hits us, wepersevere, we innovate, we
transform, we transform.
If you're ready to achievesomething special, buckle up and
(01:47):
get ready for the ride of yourlife.
Welcome to Season 8 of the NewPatient Group Audio Experience,
A podcast dedicated torevolutionizing lives, careers
and business.
So you, your team and yourpractice forever flourish in the
(02:08):
new economy.
And now your host.
He's a husband, father of two,a founder and CEO of New Patient
Group and Right Chat facultyfor Align Technology, and a
trusted speaker for Invisalignand OrthoFi.
And a trusted speaker forInvisalign and.
Speaker 1 (02:26):
OrthoFi, brian Wright .
Hey, new Patient Group andWright Chat Nation.
Welcome inside the broadcastbooth, brian Wright, here, and
welcome in to another edition ofa New Patient Group podcast.
Hope you're doing great outthere and, as you've listened in
the intro, hopefully for any ofyou that may have that scenario
, hopefully you've alreadychanged your mindset and go geez
, what am I doing?
(02:50):
It is amazing, over the years,how many practices that I've
been into and this is exactlywhat you see.
You see so much effort andenergy put into the place that
you should be putting all ofyour effort and energy into
ensuring they never have to sitthere.
Way, that's the waiting room,right.
Why would you want to invest$5,000 in a massive flat screen
TV that goes in your waitingroom and then walk into your
(03:13):
exam room and it looked likeit's built in the eighties.
This is also what drives menuts about so many of you out
there that think the problemscan be solved by dumping $5,000,
$10,000, $15,000 a month intopay-per-click or muffin drops or
you know, billboard and radio,and then you call your practice
and nobody answers duringregular business hours, or they
(03:36):
show up to your practice andthese are the kinds of things
they see, you know, with apractice that looks like
yesterday's news and not, giventhe proper tech forward, you
know, showcase that you shouldand then wonder why your
conversions down and thereforeyour solution is just dump more
money in advertising, right, Imean, it all comes full circle
(03:56):
and so much of you out therecould reduce your advertising,
hopefully to the point where youdon't have to, if you just
rethink the way the things areinside your doors.
You know, I have, I think all ofyou should have, and we're
going to kind of walk throughthis immersive, this immersive
experience journey, if you will.
You know, one of your goals,all of you out there should
always be how can I create animmersive experience, meaning,
(04:21):
how can I make this not feelhealthcare?
How can I take people out oftheir realm, kind of a moment of
virtual reality?
How can I do that?
From the aesthetics of theoutside of my building to when
you walk through the door, toall the different ways I can not
have a front desk, have aconcierge stand there, all these
different ways that you can bedifferent than the rest of the
(04:45):
opinions, and you've got to bein a mindset place where you're
constantly going.
Okay, at this given moment intime.
If somebody went to Practice A,practice B and then they came to
me practice C, at this givenmoment in time, am I unique?
(05:05):
Am I different?
Am I forward thinking?
Do I come across as theinnovator, the tech forward
practice?
And you should be doing thatand mapping that out, because
that's what we do, it's what weteach the consumer journey.
It's never about one thing,just like today is never about
just what I'm talking abouttoday.
(05:26):
But this is an easy fix.
All of you out there shouldhave beautiful smart board
monitors that you can draw on,that you can take screenshots
and send things home with people, that you can engage people
with things home with peoplethat you can engage people with.
And that is one of among manyother ways is that you increase
(05:52):
conversion at a higher price.
You have to have showcase toolsand if you're trying to get
people, regardless of the doctoryou are out there.
If you're trying to get peopleto see value in your treatment
plan, if you're trying to getpeople to see more value in you
in your treatment plan, if youare trying to get people to see
more value in you, then whatcould be the same treatment plan
as the other two doctors, theother two opinions.
These are the type things thatyou have to be thinking about.
(06:15):
And when you walk into apractice with a waiting room
that looked like it came out ofthe 90s and then you have this
massive flat screen TV, yet then, when you look in your exam
room, you've got these cupboardsfrom the 1980s, 1990s, these
old school desks, thesecomputers that look like you're
back in the 1990s, these littletiny presentation screens.
You're screwing yourself,everybody and for many of you,
(06:39):
the mindset especially if thisis the first podcast you've ever
listened to.
You may be going well, yeah,dude, easy for you to say, but
those things are like you know,a used one is a thousand two
thousand one dollars and thenthe new one is four, five, six,
seven thousand dollars.
And I say to you is that, andthis is the same, the same thing
that we teach?
(06:59):
Is that that that is why youhave to separate costs from
investment, because if somethingis $5,000, $6,000, $7,000 as a
cost, it's just going to helpyou stay open today.
That's expensive.
If you look at something thatis going to produce a return,
just like a stock would, andit's going to produce a return
on more starts through a betterexperience, representing your
(07:22):
brand, as all those things Isaid tech, forward, innovative,
forward thinker because all ofthose things we'd have to
understand is is, as thoseimages are being built in
people's mind, they are going toassume you're the better
clinician, you're more up todate, you're more hip, you're
more innovative those kinds ofthings.
Right, if you're building theimage in people's mind that way
(07:42):
about your business, they aregoing to assume that your
practice is that way too.
Hey everybody, brian, right here, let's step away from today's
podcast.
Hope you're enjoying it, and Iwant to throw an actionable item
at you, as I want you to make2025 the year you really
implemented this immersivechange.
I want you to become a part ofour mastermind group and I'm
(08:03):
gonna give you a 30% discountfor your first year.
We do not do discounts.
I teach you all not to dodiscounts, but there are certain
times that I feel the timing isright and I want all of you out
there that you listen to thepodcast.
You follow us, you follow ourideas.
I want you to take action andbecome part of the most forward
thinking group out there, and Iwant you to.
(08:25):
I want you to come aboard andwe've got amazing on-demand
courses that you'll get accessto.
You'll get access to our liveboot camps with coach eric and
myself, where we really coachyou through a lot of these.
Our wednesday a secondwednesday of every month zoom
sessions with our doctors, ourin-person event that we have
every single year.
You'll have special invites toour MPG Iconic event and a lot
(08:47):
more, and I wanna welcome youinto our MPG Mastermind.
Make this year real change foryour practice, your business and
yourself, and we look forwardto it.
Just scan the code that we haveon the screen on our YouTube
station.
I'll also put the link in thedescription below Become part of
the new patient groupmastermind in 2025.
And now let's get back totoday's episode.
(09:09):
So, yeah, is it cheap?
No, but when it produces ahigher conversion rate because
you're engaging people andyou're increasing sales through
experience, then it's not thatexpensive.
Right, it's going to pay foritself.
And these presentation tools inyour exam room, I mean, think
about it.
Everybody.
Think how crazy it is that youand if, especially this is
(09:34):
you're going to be going.
Oh, my God, you're right.
If you're a practice that isset up this way, how crazy is it
for you to have a 60, 70, 80inch flat screen TV in your
waiting room and then you gointo an outdated exam room
that's got an itsy bitsy littlecomputer screen that you're
trying to get engagement on.
It's asinine, everybody, thatthis is how and, like I said,
(09:56):
it's never about one thing.
But if you're asking yourself,why is my conversion down, why
are my referrals down, whyaren't my numbers up, these are
the things that go into it.
Like you can't want to be animmersive experience practice
and that's what we teach, right,everything is supposed to
represent you as a peoplebusiness, as a famous
(10:17):
hospitality business thathappens to offer orthodontics.
It's not the other way around.
Like you can't jam that into apacked orthodontic, dentistry,
plastic surgery, et cetera.
You can't jam experience into apacked busy schedule, right,
you've got to jam theorthodontics you know as an
(10:38):
example, into the experience,right, and that's why and I've
got plenty of podcasts in thefuture.
But it's why schedulingtemplates are a joke, because
the scheduling templates do theyever take into account the
hospitality, people's side ofyour business?
Of course they don't.
Right, and that's what they allshould take into account as
numero uno right Is whenpatients walk through the door
(11:00):
is the schedule designed toensure they're greeted right
when they walk through the doorand never have to sit right.
That's one example of a hundredI could give right.
But that's not how most of yourscheduling templates work and
that's one of many reasons.
Scheduling templates are athing of the past.
You know, if you're doingremote monitoring and high share
to chair, clear liners, etcetera, et cetera, you don't
(11:21):
need scheduling templates.
It's a way of the past.
But back to this.
Like you can think about andmake this as an easy switch, go
out and invest and make surethat your exam room has the
immersive feel Like if you lookat your furniture, so many of
you I go in there and you've gotthis outdated clinic chair.
(11:42):
Go get a modern looking chairthat's three-fourths laid back.
That's nice and comfortablethat somebody could sit in.
You can do your exam there.
It's better to scan when peopleare about three-fourths back.
You're going to get a more truebite, so it actually gives you
a better eye tarot scan right.
(12:02):
Your mandibular changes when youlay completely flat, but that's
how most people scan.
You want to sit that personeither totally upright or a
little bit lean back, like Isaid, so you can get, you know,
a love seat.
You know, have a nice little,you know sectional couch in
there with a modern chair andyou know beautiful coffee table,
a big whiteboard, flat screens,you know 60, 70, 80 inch.
(12:26):
On the wall your TC can beworking off a simple little
laptop, it doesn't.
You know.
Gut out your desk in there,everybody and all your cupboards
and everything.
Put some floating shelves inthere, you know, for your tooth
models and you know for for yourtooth models and, and you know,
your scan box, you know demothat you're going to talk about
in the exam room on there.
(12:46):
Please, everybody, change theway your exam room looks, make
it more of an immersive feel,and part of this immersive feel
has got to be get your itsybitsy little outdated monitors
out of there and let's bring inyour 80 inch in the waiting room
.
Go, rip that off the wall andcome put it into your exam room.
(13:06):
But even better, get abeautiful smart board monitor.
Right.
These are the things that aretrue advertising, that really
represent your brand, that willincrease your conversion, it
will bring that immersive feeland it's all about being that
people, business first, allright.
So these are things you got topay attention to because,
believe me, the consumer paysattention to everything,
(13:30):
everything.
Right, you got a little crookedpicture on the wall in the
waiting room.
If you have an engineer sittingin there that brought their kid
in, the engineer is going to bethinking well, they can't get
the picture straight.
How can I trust them tostraighten my kid's teeth?
People think about everything.
It's really amazing how manypractices I've been into and you
(13:51):
can tell that they don't thinkabout everything.
You go into the exam room andthis so much goes into this
immersive experience, or lackthereof, and whether or not
somebody's going to buy from you.
Going back to getting into thehead of who you're trying to get
to buy from you and how theyare thinking about everything.
I have seen so many exam roomswhere you know the doctor is
(14:13):
presenting and their you knowtheir back is to the family or
you know they're turning theirbody, depending on who they want
to talk to.
It's just the setup of the roomdoesn't make sense.
You know it's like one of themost, one of the hardest things
to do.
You know most of you out thereknow I love cooking and one of
the most difficult things to dois to cook at a high level in
(14:36):
somebody else's kitchen.
It's like you're going on theroad and playing in a brand new
sports stadium for the veryfirst time, the first time you
face that crowd and the loudnessyou can't appreciate until you
do.
And then the locker room'sdifferent and everything Cooking
in somebody else's kitchen isreally hard because most people,
(14:56):
especially those that don'tcook or cook at a high level
their kitchen is just all overthe place.
It doesn't make sense and itmakes it really difficult to
cook a meal at a really highlevel if that's how you're used
to doing it, and I see this andthis could be a podcast for
(15:17):
other things about just the waythings are set up in general.
But just obviously, back to theexam room.
These are things you have tothink about when you scan with
the iTero machine.
This is an actual podcast thatI want to do and it's in the
notes.
But when you scan you have tomake sure that the parent is
(15:39):
part of that scan and they cansee the scan happening and the
TC is engaging the parent with awand in the kid's mouth.
You can't have the scan.
You know.
You can't have a parent sittingbehind the scan to where they
can't see what's happening,right?
That is part of the immersiveexperience that the other
practices likely are not goingto offer.
(15:59):
If you're going to use thescanner inside the exam room,
you've got to have it in aposition where everybody can see
it.
If that's going to be yourpresentation tool, ideally you
screencast it or you log intoyour doctor's site and it's up
on your big smart board monitorthat we're talking about, or TV
monitor, and there's so manycool features that the iTero
(16:20):
machine has that, for whateverreason, even Invisalign doesn't
teach it.
You know we're going to have apodcast.
I don't know what it's going tobe.
I hope it's this season.
It has not been shot, but it'show to turn your iTero machine
into a smart board whiteboardmonitor and there's a way to do
it and it's really really cool.
It's an amazing education toolway to do it and it's really
(16:41):
really cool.
It's an amazing education tool.
It's an amazing way to getpeople to focus, because one of
all of your goals out thereshould be to learn ways to keep
people focused on the educationthat you're providing.
Now, again, all this goes intoit.
It's the immersive feel.
It's the look and feel it'slike what I'm talking about
right now, like you can't have amonitor up and have it be
behind where somebody's sitting.
(17:01):
Or again, these outdated clinicchairs that take up, you know,
10 feet of unnecessary space,when you could just get a really
beautiful back to the furniturein there.
These are the things that youhave to be thinking about.
You have to be thinking aboutit everyone.
It just goes back.
I said it earlier, if you've gotoutdated cabinets, you know you
(17:22):
think that the exam room is allabout showing people the tooth
models and discussing their needinstead of their want.
And again, it's not that youdon't discuss the need, but you
know, until people, until peopleare bought in to why you're the
place to buy what they want,they don't give a damn about
what they need.
That's just the art of sales.
And that is why even yourdoctor exam, everybody, the
(17:44):
majority of what you're doing issales.
It's education, it'spresentation.
It has nothing to do withdentistry, orthodontics, et
cetera, et cetera, at all orlittle at all.
It has everything to do withyour presentation skills, your
communication skills, yourhospitality skills, your sales
(18:06):
skills, like, et cetera, etcetera, because even the part
that is heavy orthodontics,dentistry, whatever you know,
when you are talking thatclinical need and functionality
and those type things, howyou're speaking about those
things and how you're educatingthose things, that is a
communication, verbiage,presentation skill set right.
(18:28):
You could know everything aboutthe clinical world.
You could be and you hear meteach this all the time on here
you could be the smartestclinician of all time, but if
you don't know how tocommunicate it in a way that's
going to keep people focused, ifyou don't know how to educate
in a way that's going to engagepeople to see the value right,
you are going to lose again tothat clinician that may not be
(18:52):
as good as you, may not be assmart as you, doesn't do as good
a work as you, but if they areexperts at that sales,
presentation, hospitality,communication all the things we
are experts in that we teach allover the world and just happen
to have a niche in orthodonticsand beyond dentistry and beyond
if you are not an expert inthose things, you will lose.
You will absolutely lose andthat's why you know, of course a
(19:15):
lot of your exam is dentistry,is orthodontics, of course it is
, but when you speak the words,that part of it doesn't have
anything to do with dentistry ororthodontics, right, of course
you have to have the knowledge,but the key is how you are
articulating this stuff, andthat's a big part of the exam
too.
Not the topic today, but justagain to plant the seed in your
(19:36):
mind and how important thesethings are, but you've going
back to just this.
Last point is that you've justgot to think about everything.
Does it flow right?
Can the family sit there andsee the TV, see the iTero scan?
Are you truly digitalizing theexperience?
You know if you do have and youshouldn't, but if you do have
(20:08):
the parent in another room whileyou're scanning the kid, are
you screencasting that scan upto a big smart board monitor?
Where, in the exam room whereyou left the parent?
There's so many things that youcan do to just immersify this
whole exam room experience to beunique and better and, as a
result, you will see an increasein conversion.
You've got to have that room,like I said, like earlier, the
furniture and the TV monitors,all that stuff, yes, but you've
(20:28):
also, you've just got to thinkabout everything in there.
Where are people going to sitand how's their experience and
what they're viewing?
Where are you going to stand orwhere are you going to sit,
wherever it is, it's all got tobe mapped out and if it is,
you're going to stop screwingyourself everybody.
You're going to see theconversions go up and at a
(20:49):
higher price.
Yes, even in a down economyYou're going to see these things
go up if you have all these inplace.
But you must, must, think aboutall these intangibles and think
experience first.
And if you do, all these coolideas what you're listening to
today, but also all these othercool ideas are going to pop into
(21:11):
your mind about what we can doto enhance the experience of our
customer, our patient, or thosethat we want to be our
customers and our patient, andit's going to do great things
for you.
Make sure that journey isimmersive.
Switch out your computer screenfor a massive flat screen on
your wall, ideally a smart boardmonitor.
Rip out your outdated clinicchair.
(21:32):
Get some immersive modernfurniture in there, make it look
like a modern living room andreally separate yourself from
the other opinions, becauseyou're thinking people, business
, hospitality and experiencefirst, and it's going to
transform your starts.
Hope everybody enjoyed this one.
As always, give us a nicethumbs up on YouTube.
Share this with your colleagues, doctors.
(21:54):
Share this with at least onecolleague of yours.
Reps out there.
Please share this with yourdoctors and until next time.
Thanks so much for listening.
We'll see everybody soon.
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