September 27, 2024 • 24 mins
In this Ortho Marketing Podcast, Dean Steinman is joined by Adi Campuzano, Founder & CEO of Dedicated Office Solutions. They discuss the critical role of answering your phone promptly and professionally. Learn how your response time can make or break sales and why the first impression on a call is key to winning business.
Ready to elevate your practice? Contact us!
https://orthomarketing.com/contact-us/
About Adi Campuzano
Founder & CEO of Dedicated Office Solutions
Contact: https://www.linkedin.com/in/adi-campuzano-18040111/
Ready to elevate your practice? Contact us!
https://orthomarketing.com/contact-us/
About Adi Campuzano
Founder & CEO of Dedicated Office Solutions
Contact: https://www.linkedin.com/in/adi-campuzano-18040111/
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:01):
Hi.
Speaker 2 (00:01):
My name is Adi Campuzano.
Speaker 3 (00:03):
I am the founder and CEO of Dedicated Office Solutions.
I am here to talk about how important it is
to not only answer your phone in your practice and
make sure you don't miss calls, but to follow up
on your digital marketing leads. We'll talk about best practices,
how important speed to lead is, and the way that
(00:23):
we can improve conversion so that the money you spend
on marketing can yield the best results within your practice.
Speaker 2 (00:30):
Looking forward to it.
Speaker 1 (00:31):
Orthomarketing dot com three hundred and sixty degree Digital Marketing
Solutions for your Practice.
Speaker 4 (00:44):
Well, hello everybody out there in podcast land. This is
Dean Steinmann from what FO Marketing and guess what. We
are back with another podcast for you, and I am
so psyched for our guest today. Those of you that
run a dental practice, obviously most important thing is answering
(01:07):
the phone and getting new leads coming in. All right,
the lifeline of any business is new business. And we're
in a twenty four to seven world now, and your
office only opened eight hours a day, so it's important
to have the ability to answer to your phone professionally
and all the time as much as possible. By the
(01:27):
right team, and I'm very excited to have with me
a very special guest that is the answer to this
and is the leader in the industry. And I'm very
happy to have a Decampisano with me today and she
is the director and owner and founder of Dedicated Offer
Solutions and the welcome how are you?
Speaker 3 (01:47):
Thank you so much for having me, Dean. I'm so
happy to be here. I appreciate it and thanks for
the intro.
Speaker 5 (01:52):
My pleasure. So let's just jump right into it.
Speaker 4 (01:56):
Let's, you know, tell us a little bit about a
d and you know, Dedicated with All Solutions and how'd
you get into this?
Speaker 3 (02:05):
Well, it was a different world when I started the
company because I've I've actually been doing this almost twenty
five years.
Speaker 2 (02:12):
So the online market.
Speaker 3 (02:15):
Has evolved and marketing has evolved, and our role in
the marketplace has grown a bit, but the fundamental stay
the same, and that's that every practice needs a quality
team to answer calls, to never miss calls, and now
more importantly than ever, follow up with the leads and
call people who respond to marketing to make sure that
(02:38):
those dollars are spent well and you get the best
return on investment on marketing.
Speaker 5 (02:44):
So what was your aha moment?
Speaker 4 (02:46):
What made you decide to say, you know, to say
this is really needed and to take the next and
to take the plunge.
Speaker 3 (02:52):
Yeah, so, I mean, and I was just a kid
we started. I was twenty two or something like that.
And so I had previously owned a martial arts school.
I was in martial arts. I did martial arts sales management.
I ran a school with another instructor, tak classes and
did all those things. But ironically that's where I learned
(03:13):
sales and the ability to speak to people, and my
confidence level in communicating was pretty high. This idea came
up as I was in living in New York at
the time, and the idea came up as a way
to let people who worked from home, which wasn't so
cool in two thousand. It allowed them a New York address.
(03:35):
We were giving them our address doing mail forwarding. And
then it evolved to let's give them a phone number. Well,
we're going to give them a phone number. I can
do their sales.
Speaker 2 (03:44):
I can sell anything. And you know, that's what I
thought of the time.
Speaker 3 (03:47):
And then as we grew, we evolved into dedicated teams
doing different things. So we started as an answering service,
but we were always a little different because we wanted
to just become an extension of each business and we
wanted to be able to function on their behalf instead
of just you know, being their human voice.
Speaker 5 (04:06):
Now, how did you get your first customer?
Speaker 4 (04:12):
How did you just like when you said, this is
a great idea, you know, how did you get your
name out there?
Speaker 3 (04:17):
So what of your audience might not even know what
I'm talking about?
Speaker 2 (04:21):
But in an AOL chat room?
Speaker 5 (04:24):
Oh wow? Okay, yeah.
Speaker 3 (04:26):
So America Online was the first platform that you could
dial up and get online and when you got really savvy,
you could connect with DSL and you could stay connected.
And so they had business chat rooms and I, you know,
as a teenager, just had been on it. My dad
was in computers, and I just was like, cool, I
can talk to people online. So I was in a
(04:47):
business chat and I was talking about this great service
I came upon kind of, you know, a little bit covert,
and and my first client was Ben Franklin Mortgage. It
was a company that was doing something innovative at the time,
which was outbound dialers where you could automate messages and
people would click a butt, you know, click a dial
(05:08):
a number to connect, and so we did that. We'd
take those calls when people connected, and we'd take a
streamline mortgage application. And it was revolutionary at the time,
like nobody was doing it. And that was our first client.
And then our second client was a direct marketing company
that did mailers, which was the old school version of
(05:31):
digital marketing where they did postcards and they marketed for
their business through direct mail.
Speaker 2 (05:36):
And then it just it just evolved from there.
Speaker 5 (05:39):
So yeah, that's great. And most people, you know, the assaults,
but most people, you know, thirty has aol is. You know,
it's basical how quickly it flies.
Speaker 4 (05:52):
Let's talk a little bit about the overall industry because
a lot of people don't know how to pick up
the phone anymore.
Speaker 5 (05:57):
And do that. If you've seen stats.
Speaker 4 (06:00):
As far as amount of phone numbers, where have they're
gone over the last two or three years, as far
as inbound inquiries to a practice is our people still
pick up the phone and calling as much as they
used to. People I found that a lot of people
don't like to talk anymore. Well, it's about texting or
chatting or that or automatic booking. So what have you
(06:22):
seen as far as trends and the amount of calls
coming into the practices and businesses.
Speaker 3 (06:29):
I think at the end of the day, people do
like a voice conversation. It's efficient, it's personable. I think
that everybody's overstimulated and there's a lot of options in
terms of tech to distract us. And texting has been
a phenomenal addition to the platform to communicate because sometimes
(06:50):
you can't talk on the phone, but you can get
a lot done being able to text and multitask.
Speaker 2 (06:56):
So we like having all channels we are.
Speaker 3 (07:00):
We've utilize SMS communication with patients on behalf of practices
quite a bit, but then we absolutely rely on and
appreciate the ability to get on the phone with them
to schedule a call, to just coordinate a time that
works for them. So we're not kind of shooting blindly
trying to just randomly call them. So we do call consistently.
(07:23):
On outreach, we do pick up all the calls that
come in. I think people really do appreciate being able
to call a business and have somebody who is representing
that business answer promptly, friendly and who can help them
you book an appointment or relay a message or communicate something.
I don't think that people are less inclined to call
(07:46):
if they need something. I think that's still the go to.
Speaker 4 (07:50):
So, you know, from a practices perspective, how do you
work with them and learn about the practice and be
able to be this quote nquote sales person for them
because you know they think, oh, how can we let
somebody else answer our phone? And you know they don't
know what we know and that the experts and blah
blah blah. So helplementric understand exactly how you learn about
(08:13):
a practice, their specifics, and how you could basically provide
a service potentially better than they can themselves.
Speaker 3 (08:20):
Yeah, so our role is very defined because we are
just on the front end. We do a comprehensive onboarding
with all of our clients so that we can learn
about the specific services that their practice is providing, their protocols,
their scheduling matrix, their insurance requirements, what they do or
(08:46):
don't take if they provide financing, just all of the
little ins and outs and nuances that are specific to
a particular practice. Even you know details about where to
park when you come in, So we do get all
of those pieces of information. So that we can custom
build an environment for our team to work off of.
That way, when we're answering calls or making calls on
(09:06):
their behalf, we're kind of in their world for those calls.
And then our goal and our kind of our bucket
that we stay in is really it's reception, So it's
relaying messages one appropriate, but also appointment setting, scheduling new patients,
rescheduling existing patients, canceling appointments when necessary, and so having
(09:28):
access to the calendar is a huge part of it.
And then of course knowing what their policies are as
well as the services that they specialize in.
Speaker 5 (09:38):
And how do you go about to access the calendar.
Speaker 4 (09:41):
A lot of the practices still are old school and
are not cloud based, their computer based, So do you
actually like log into their computers or you know, I'm
sure from a cloud baseds simple they can give you
a link to the calendar, but you know, if the majority,
if not majority, but decent amounts still are on you know,
computer base, how do you do that?
Speaker 3 (10:02):
So it is a challenge when a system is not
cloud based, if it's if it's just on their closed network,
that does limit our ability to do it. We're enjoying
that a lot of practices are upgrading to cloud based
systems where we can just be created as a user
and have full visibility to their calendar so that we
(10:23):
can reschedule a book and cancel appointments as needed. For
the ones that we can't have access to, we may
just make sure all calls are answered, relay messages, or
book a new appointment when in a designated open slot.
If we use kind of a shared Google calendar or
a different kind of software, different CRMs that will use
(10:46):
that may connect. One of the things that we like
to do, if possible, is build integrations if the API
allows for it. So on the inbound side, sometimes we
are a little bitted, but it's better to have a
call answered and to have somebody handled respectfully and their
information received them them.
Speaker 2 (11:07):
Not getting picked up on at all.
Speaker 3 (11:11):
And then of course if we're following up on marketing leads,
we can open up appointments for new consolets and work
off of that calendar, and then the internal team would
put them onto dentrics or whatever they're using that we
don't have access to.
Speaker 4 (11:24):
Do you also do outbound or all strictly respond to
inbound calls.
Speaker 3 (11:30):
We're very heavy on outbound. Yeah, so inbound calls where
we can supplement the front desk to take rollover so
nothing gets missed during the business day, or answer calls
after they've closed up until you know, for the hours
that we're open.
Speaker 2 (11:44):
That's certainly one piece of it.
Speaker 3 (11:46):
But where there's a tremendous amount of value in ROI
is the outbound calls on digital marketing, and when people
are running as and they're trying to get in front
of new patients and they're trying to expand exposure within
their community, it's super important to follow up on those leads.
I think a lot of drop off happens when you
(12:08):
don't call their leads, which is totally understandable in a
live environment with a busy office and a lot of
moving parts with the calls ringing in, people coming in,
checking them out, doing all.
Speaker 2 (12:18):
Kinds of stuff.
Speaker 3 (12:19):
So we're able to partner with practices to just focus
on that one thing. A lead comes in, we call
in less than five minutes, we double dial. If they
don't pick up, we continue to follow up every four hours,
and we do everything that's possible to get a hold
of that person so that we have an opportunity to
schedule them to come in office for a consult with
(12:41):
the goal of getting them up to treatment.
Speaker 5 (12:44):
What's your magic number?
Speaker 4 (12:46):
How many times you found that you actually need to
reach out to somebody in order to touch them because
people don't pick up the phones. You know, my phone
brings I don't pick it up unless I nearly know
the person is you know, So how many? So what
have you found is because we've practices that you know,
we could astually push them push and people that have
come in you know, eight, ten, twelve, sixteen months after
(13:06):
they make their first call.
Speaker 5 (13:08):
So what what have you found?
Speaker 4 (13:09):
Has been a magic number of family times you have
to reach out because practice are limited on the bandwid
how many times they could do it by hand?
Speaker 5 (13:16):
So what have you found?
Speaker 3 (13:18):
Well, I think the most important thing is is how
quickly you make that first call. The speed to lead
is really crucial because you have much likely a much
higher likelihood of connecting with a prospect if you call
them immediately after they opt in. And then we have
found through a lot of testing that eight is the
sweet spot, So we call it eight times and those
(13:40):
subsequent calls after the initial outreach are every four hours,
because we don't want to call people at the same
time of day every day that they may not be available.
By recycling them through our technology every four hours from
when we've made those first calls, we're able to just
try at different times, which increases the likelihood that will
connect with them.
Speaker 4 (14:02):
So when you say eight and every four hours, so
would you basically be done after one day? Or how
far how often do you still keep reaching out? Because
if you do every four hours and and you know
a twelve hour day, you're reaching out three times one day.
But what you keep doing it for every day? You
know the alternate? So what's the what do you say
found has been a good process?
Speaker 5 (14:24):
And as far as how often and how to how long.
Speaker 3 (14:27):
It's typically two to three days after they've opted in,
and obviously just depends what time of day they've opted in,
so it's it's typically for like up to three days
business days. We don't call on Sundays, but typically three
business days after they've opted in that will continue to call.
But because we call so quickly and then follow up
(14:48):
four hours later, we're usually getting a hold of people
within three calls, you know, five is really you know,
also like the next number. So it's like within the
first three calls, maybe five, but we're still going to
go to eight because it does happen. You know, they
could have just been busy that first day. And what
we really enjoy is complementing those calls with a drip campaign.
Speaker 2 (15:12):
Through text message.
Speaker 3 (15:13):
And we have integrations with platforms that text out one
that you use, and so we're able to receive any
responses even beyond the eight calls.
Speaker 2 (15:23):
So if it's two weeks.
Speaker 3 (15:24):
Later and the drip campaign is still going out to
send them text messages to remind them that they had
reached out and we'd love to meet with them about
a consult, we're able to respond right away or even
call them when they text back.
Speaker 4 (15:39):
That's so important text, as everybody knows, you know, ninety
nine point nine percent of textill looked at, you know,
so texting is a big, big part of any type
of marketing strategy, especially it's a cold one. And also,
you know, one thing that that comes to mind is
a lot of practices like I don't want to be
a nuisance.
Speaker 5 (15:54):
I don't want to keep calling and calling.
Speaker 4 (15:56):
But you have to realize that they reached out to you.
So it's you're not reaching, You're not being annoying. All right,
somebody reached out to you first. It's up to you.
You want to just do your best to respond to them.
If you do with two, three, four, eight times, do it.
You know, don't don't be afraid that you think of
being being annoying your nisance because you're not just order,
(16:17):
you know, dialing somebody hoping they're looking for your services.
They contacted you first. So you know, that's one bit
of advice I could give to you there. What's you know,
because I found you know, the from my perspective is
when we work with the practice, the front staff is
very overwhelmed. They got a lot of things going on,
and they're not really salespeople, you know. They're they're you know,
(16:38):
working for the practice for a lot of years. They're
you know, run they know the operations, and they know
about the whole business there. But the first person that
they speak to is really a salesperson, you know. So
how do you teach your team how to be better
salespeople and to keep ahead of the curve and to
just be better and better at what you do?
Speaker 2 (16:59):
Yeah, that's a great question.
Speaker 3 (17:00):
Well, one of the things that we do to set
ourselves up for success is we only hire locally.
Speaker 2 (17:06):
So we are in North Dallas, Texas.
Speaker 3 (17:08):
And we have an office and we only hire people
that can come to the office because that hands on
environment and training, I find after doing this for am
and a half decades is super important. A lot of
companies work remotely and they have people spread out all over,
but we found that in order to maintain the quality
(17:28):
that yields the best results, we like to be very
hands on with our team because there's a lot of
nuances to phone sales. There's voice inflection, there's building rapport,
there's being clear and communicating value proposition.
Speaker 2 (17:43):
And my training staff is phenomenal.
Speaker 3 (17:47):
My leadership team's all been with me between five and
ten years, and we work heavily with every single agent.
We have an extensive training training period and then we
continue to further develop them constantly with shadowing, coaching, QA
calls and best practices. So we invest a lot of
our resources into developing our teams so that they are
(18:10):
effective on calls.
Speaker 5 (18:12):
That's important.
Speaker 4 (18:12):
It's as important to always continue to lead, to learn,
and to better yourself, and that's that's incredible. There let
me ask you one question as far as if any
case studies are a good example of what you've done
for practice that you know that were the main issue
they had before and how you changed it. So would
you you know, let's let's just light on it because
(18:33):
most people speak to well, I don't need to do that,
my staff is good and blah blah blah. But you know, guys,
by working with an expert and focusing on on that
and the only job is to bring in new patients
can be game changers. So if any thing you can
share as far as you know some good case studies
or examples of how well you've done for practice.
Speaker 3 (18:53):
Yeah, A lot of times we get brought in by
the actual practice who recognizes the deficit in the office
because it is a different job to manage the day
to day in person patient base and then following up
with leads is just a different animal. And so we
have practices come directly to us that are just struggling
(19:13):
because they're spending a lot of money on marketing and
they feel like there's opportunity there, but they're not able
to follow up. So we've been able to increase conversions
by forty fifty sixty percent off of what they're doing.
Our typical conversion rate off of Facebook ads altogether is
twenty to thirty five percent, but depending on the marketing,
(19:35):
it could be hired, you know, if the ads just
land really well, if it's the right demographic. But typically
twenty to thirty five percent conversion rate off.
Speaker 2 (19:43):
Of Facebook is expected.
Speaker 3 (19:47):
And then Google our higher intent and so we book
a lot higher there. So the spread of what they're
doing now versus what they get when they've implemented our team,
but it's it's usually very significant. The other scenario where
we get brought in are from marketing agencies like yours,
(20:08):
And this is why I'm excited that we're working together,
because we are able to follow up on leads that
you are generating beautifully that the office may not have
the resources or bandwidth to follow up with consistently. So
we can turn those marketing dollars from maybe you know,
(20:29):
a lower ROI to a very higher you know, to
a very high ROI because of the outreach, the speed
to lead, the consistent follow up, and the savviness to
get people booked into the office.
Speaker 4 (20:42):
Yeah, guys, when we run a marketing campaign for our clients.
Speaker 5 (20:46):
You know, as I said, you guys are busy. You
know what you're doing.
Speaker 4 (20:49):
That's the reason that you know have the here and
the reason we work with her and highly recommend her
is because that's the specialty.
Speaker 5 (20:55):
What our job is to get your phone.
Speaker 4 (20:57):
Ringing and pick people to find you and then get
them onto the calendar. And if your staff is busy
and doesn't have the bandwidth, you don't want to lose that.
The most important thing for any business is new business
and the fact that you know a company like these
can handle this is a game changer for you. And
we found that, as you mentioned, the ROI is just
(21:18):
jumped incrementally, you know, two three, four x, but from
what it was by just bringing in somebody that can
that's the only job is to handle that, you know.
So if you're struggling out there and you're not getting
the best ROI from your ads, reach out to us
and we could talk and walk you through the best
way to get your phone to ring more and then
(21:38):
get the phone and then when the phone does ring,
to convert them, because at the end of the day,
it's conversion, it's getting butts in the seats.
Speaker 5 (21:44):
And by working with a company like worth on marketing
and you know, and then bringing in the deed.
Speaker 4 (21:49):
To close it for you, you will see results, you know,
and everybody knows. The market is so competitive and as
you mentioned before, very prominently speed to lead. The first
person that has a meaningful communication with somebody, last I checked,
does an eighty five percent chance of getting them in
as as as a patient eighty five. Don't be the
(22:10):
second one, be the first one, and that's and that's important.
Speaker 5 (22:15):
Thank you so much for joining. This has been great.
So if somebody wants to get learn more about you,
it gets more information. What would you say the best
way to.
Speaker 3 (22:21):
Do so, Yeah, thank you so much for the opportunity.
Our website is dedicated office dot com. The company is
dedicated Office Solutions. We are I'm personally on LinkedIn. You
can find us on Facebook, Instagram, YouTube a little bit,
but our website is a great way to learn a
little bit more about us. You can book a call
with me from the site and that would probably be
(22:45):
the best way. Our numbers on there too. Of course
you can always call them. We'll pick up promptly and yeah,
we'd love to talk to you and learn about the
practice and.
Speaker 2 (22:53):
How we can help.
Speaker 5 (22:54):
That's great. I really appreciate it.
Speaker 4 (22:55):
Guys out there, you know, let us ho if you
have any questions, one any concerns, and we've heard for
everybody you know out there, and that people have asked
us about many many times about helping as far as
getting better conversions and getting better people to come in
and to speed to lead, and that's why we had
you know, partner up with with the data to be
able to bring us to the table and to help
you get more get more smiles out there.
Speaker 5 (23:18):
So thank you so much for joining to appreciate it.
Everybody in podcast land.
Speaker 4 (23:21):
Thank you so much for being a loyal listener through
the Marketing Podcast and for all your great responses, your
great follows, and please check out our website. You'll especially
on a partner page you'll be able to see you know,
these companies link over to it there and we also
check this out on YouTube, follow us on social media,
and please let us know if any way we could
(23:42):
help you smile more, because remember we're in the smile
business and nothing better than that. So everybody in podcast
land be well, thank you and once again go.
Speaker 2 (23:51):
Jets thanks for having me
Speaker 1 (24:02):
WORTHO Marketing Dot com three hundred and sixty degree digital
marketing solutions for your practice
Hi.
Speaker 2 (00:01):
My name is Adi Campuzano.
Speaker 3 (00:03):
I am the founder and CEO of Dedicated Office Solutions.
I am here to talk about how important it is
to not only answer your phone in your practice and
make sure you don't miss calls, but to follow up
on your digital marketing leads. We'll talk about best practices,
how important speed to lead is, and the way that
(00:23):
we can improve conversion so that the money you spend
on marketing can yield the best results within your practice.
Speaker 2 (00:30):
Looking forward to it.
Speaker 1 (00:31):
Orthomarketing dot com three hundred and sixty degree Digital Marketing
Solutions for your Practice.
Speaker 4 (00:44):
Well, hello everybody out there in podcast land. This is
Dean Steinmann from what FO Marketing and guess what. We
are back with another podcast for you, and I am
so psyched for our guest today. Those of you that
run a dental practice, obviously most important thing is answering
(01:07):
the phone and getting new leads coming in. All right,
the lifeline of any business is new business. And we're
in a twenty four to seven world now, and your
office only opened eight hours a day, so it's important
to have the ability to answer to your phone professionally
and all the time as much as possible. By the
(01:27):
right team, and I'm very excited to have with me
a very special guest that is the answer to this
and is the leader in the industry. And I'm very
happy to have a Decampisano with me today and she
is the director and owner and founder of Dedicated Offer
Solutions and the welcome how are you?
Speaker 3 (01:47):
Thank you so much for having me, Dean. I'm so
happy to be here. I appreciate it and thanks for
the intro.
Speaker 5 (01:52):
My pleasure. So let's just jump right into it.
Speaker 4 (01:56):
Let's, you know, tell us a little bit about a
d and you know, Dedicated with All Solutions and how'd
you get into this?
Speaker 3 (02:05):
Well, it was a different world when I started the
company because I've I've actually been doing this almost twenty
five years.
Speaker 2 (02:12):
So the online market.
Speaker 3 (02:15):
Has evolved and marketing has evolved, and our role in
the marketplace has grown a bit, but the fundamental stay
the same, and that's that every practice needs a quality
team to answer calls, to never miss calls, and now
more importantly than ever, follow up with the leads and
call people who respond to marketing to make sure that
(02:38):
those dollars are spent well and you get the best
return on investment on marketing.
Speaker 5 (02:44):
So what was your aha moment?
Speaker 4 (02:46):
What made you decide to say, you know, to say
this is really needed and to take the next and
to take the plunge.
Speaker 3 (02:52):
Yeah, so, I mean, and I was just a kid
we started. I was twenty two or something like that.
And so I had previously owned a martial arts school.
I was in martial arts. I did martial arts sales management.
I ran a school with another instructor, tak classes and
did all those things. But ironically that's where I learned
(03:13):
sales and the ability to speak to people, and my
confidence level in communicating was pretty high. This idea came
up as I was in living in New York at
the time, and the idea came up as a way
to let people who worked from home, which wasn't so
cool in two thousand. It allowed them a New York address.
(03:35):
We were giving them our address doing mail forwarding. And
then it evolved to let's give them a phone number. Well,
we're going to give them a phone number. I can
do their sales.
Speaker 2 (03:44):
I can sell anything. And you know, that's what I
thought of the time.
Speaker 3 (03:47):
And then as we grew, we evolved into dedicated teams
doing different things. So we started as an answering service,
but we were always a little different because we wanted
to just become an extension of each business and we
wanted to be able to function on their behalf instead
of just you know, being their human voice.
Speaker 5 (04:06):
Now, how did you get your first customer?
Speaker 4 (04:12):
How did you just like when you said, this is
a great idea, you know, how did you get your
name out there?
Speaker 3 (04:17):
So what of your audience might not even know what
I'm talking about?
Speaker 2 (04:21):
But in an AOL chat room?
Speaker 5 (04:24):
Oh wow? Okay, yeah.
Speaker 3 (04:26):
So America Online was the first platform that you could
dial up and get online and when you got really savvy,
you could connect with DSL and you could stay connected.
And so they had business chat rooms and I, you know,
as a teenager, just had been on it. My dad
was in computers, and I just was like, cool, I
can talk to people online. So I was in a
(04:47):
business chat and I was talking about this great service
I came upon kind of, you know, a little bit covert,
and and my first client was Ben Franklin Mortgage. It
was a company that was doing something innovative at the time,
which was outbound dialers where you could automate messages and
people would click a butt, you know, click a dial
(05:08):
a number to connect, and so we did that. We'd
take those calls when people connected, and we'd take a
streamline mortgage application. And it was revolutionary at the time,
like nobody was doing it. And that was our first client.
And then our second client was a direct marketing company
that did mailers, which was the old school version of
(05:31):
digital marketing where they did postcards and they marketed for
their business through direct mail.
Speaker 2 (05:36):
And then it just it just evolved from there.
Speaker 5 (05:39):
So yeah, that's great. And most people, you know, the assaults,
but most people, you know, thirty has aol is. You know,
it's basical how quickly it flies.
Speaker 4 (05:52):
Let's talk a little bit about the overall industry because
a lot of people don't know how to pick up
the phone anymore.
Speaker 5 (05:57):
And do that. If you've seen stats.
Speaker 4 (06:00):
As far as amount of phone numbers, where have they're
gone over the last two or three years, as far
as inbound inquiries to a practice is our people still
pick up the phone and calling as much as they
used to. People I found that a lot of people
don't like to talk anymore. Well, it's about texting or
chatting or that or automatic booking. So what have you
(06:22):
seen as far as trends and the amount of calls
coming into the practices and businesses.
Speaker 3 (06:29):
I think at the end of the day, people do
like a voice conversation. It's efficient, it's personable. I think
that everybody's overstimulated and there's a lot of options in
terms of tech to distract us. And texting has been
a phenomenal addition to the platform to communicate because sometimes
(06:50):
you can't talk on the phone, but you can get
a lot done being able to text and multitask.
Speaker 2 (06:56):
So we like having all channels we are.
Speaker 3 (07:00):
We've utilize SMS communication with patients on behalf of practices
quite a bit, but then we absolutely rely on and
appreciate the ability to get on the phone with them
to schedule a call, to just coordinate a time that
works for them. So we're not kind of shooting blindly
trying to just randomly call them. So we do call consistently.
(07:23):
On outreach, we do pick up all the calls that
come in. I think people really do appreciate being able
to call a business and have somebody who is representing
that business answer promptly, friendly and who can help them
you book an appointment or relay a message or communicate something.
I don't think that people are less inclined to call
(07:46):
if they need something. I think that's still the go to.
Speaker 4 (07:50):
So, you know, from a practices perspective, how do you
work with them and learn about the practice and be
able to be this quote nquote sales person for them
because you know they think, oh, how can we let
somebody else answer our phone? And you know they don't
know what we know and that the experts and blah
blah blah. So helplementric understand exactly how you learn about
(08:13):
a practice, their specifics, and how you could basically provide
a service potentially better than they can themselves.
Speaker 3 (08:20):
Yeah, so our role is very defined because we are
just on the front end. We do a comprehensive onboarding
with all of our clients so that we can learn
about the specific services that their practice is providing, their protocols,
their scheduling matrix, their insurance requirements, what they do or
(08:46):
don't take if they provide financing, just all of the
little ins and outs and nuances that are specific to
a particular practice. Even you know details about where to
park when you come in, So we do get all
of those pieces of information. So that we can custom
build an environment for our team to work off of.
That way, when we're answering calls or making calls on
(09:06):
their behalf, we're kind of in their world for those calls.
And then our goal and our kind of our bucket
that we stay in is really it's reception, So it's
relaying messages one appropriate, but also appointment setting, scheduling new patients,
rescheduling existing patients, canceling appointments when necessary, and so having
(09:28):
access to the calendar is a huge part of it.
And then of course knowing what their policies are as
well as the services that they specialize in.
Speaker 5 (09:38):
And how do you go about to access the calendar.
Speaker 4 (09:41):
A lot of the practices still are old school and
are not cloud based, their computer based, So do you
actually like log into their computers or you know, I'm
sure from a cloud baseds simple they can give you
a link to the calendar, but you know, if the majority,
if not majority, but decent amounts still are on you know,
computer base, how do you do that?
Speaker 3 (10:02):
So it is a challenge when a system is not
cloud based, if it's if it's just on their closed network,
that does limit our ability to do it. We're enjoying
that a lot of practices are upgrading to cloud based
systems where we can just be created as a user
and have full visibility to their calendar so that we
(10:23):
can reschedule a book and cancel appointments as needed. For
the ones that we can't have access to, we may
just make sure all calls are answered, relay messages, or
book a new appointment when in a designated open slot.
If we use kind of a shared Google calendar or
a different kind of software, different CRMs that will use
(10:46):
that may connect. One of the things that we like
to do, if possible, is build integrations if the API
allows for it. So on the inbound side, sometimes we
are a little bitted, but it's better to have a
call answered and to have somebody handled respectfully and their
information received them them.
Speaker 2 (11:07):
Not getting picked up on at all.
Speaker 3 (11:11):
And then of course if we're following up on marketing leads,
we can open up appointments for new consolets and work
off of that calendar, and then the internal team would
put them onto dentrics or whatever they're using that we
don't have access to.
Speaker 4 (11:24):
Do you also do outbound or all strictly respond to
inbound calls.
Speaker 3 (11:30):
We're very heavy on outbound. Yeah, so inbound calls where
we can supplement the front desk to take rollover so
nothing gets missed during the business day, or answer calls
after they've closed up until you know, for the hours
that we're open.
Speaker 2 (11:44):
That's certainly one piece of it.
Speaker 3 (11:46):
But where there's a tremendous amount of value in ROI
is the outbound calls on digital marketing, and when people
are running as and they're trying to get in front
of new patients and they're trying to expand exposure within
their community, it's super important to follow up on those leads.
I think a lot of drop off happens when you
(12:08):
don't call their leads, which is totally understandable in a
live environment with a busy office and a lot of
moving parts with the calls ringing in, people coming in,
checking them out, doing all.
Speaker 2 (12:18):
Kinds of stuff.
Speaker 3 (12:19):
So we're able to partner with practices to just focus
on that one thing. A lead comes in, we call
in less than five minutes, we double dial. If they
don't pick up, we continue to follow up every four hours,
and we do everything that's possible to get a hold
of that person so that we have an opportunity to
schedule them to come in office for a consult with
(12:41):
the goal of getting them up to treatment.
Speaker 5 (12:44):
What's your magic number?
Speaker 4 (12:46):
How many times you found that you actually need to
reach out to somebody in order to touch them because
people don't pick up the phones. You know, my phone
brings I don't pick it up unless I nearly know
the person is you know, So how many? So what
have you found is because we've practices that you know,
we could astually push them push and people that have
come in you know, eight, ten, twelve, sixteen months after
(13:06):
they make their first call.
Speaker 5 (13:08):
So what what have you found?
Speaker 4 (13:09):
Has been a magic number of family times you have
to reach out because practice are limited on the bandwid
how many times they could do it by hand?
Speaker 5 (13:16):
So what have you found?
Speaker 3 (13:18):
Well, I think the most important thing is is how
quickly you make that first call. The speed to lead
is really crucial because you have much likely a much
higher likelihood of connecting with a prospect if you call
them immediately after they opt in. And then we have
found through a lot of testing that eight is the
sweet spot, So we call it eight times and those
(13:40):
subsequent calls after the initial outreach are every four hours,
because we don't want to call people at the same
time of day every day that they may not be available.
By recycling them through our technology every four hours from
when we've made those first calls, we're able to just
try at different times, which increases the likelihood that will
connect with them.
Speaker 4 (14:02):
So when you say eight and every four hours, so
would you basically be done after one day? Or how
far how often do you still keep reaching out? Because
if you do every four hours and and you know
a twelve hour day, you're reaching out three times one day.
But what you keep doing it for every day? You
know the alternate? So what's the what do you say
found has been a good process?
Speaker 5 (14:24):
And as far as how often and how to how long.
Speaker 3 (14:27):
It's typically two to three days after they've opted in,
and obviously just depends what time of day they've opted in,
so it's it's typically for like up to three days
business days. We don't call on Sundays, but typically three
business days after they've opted in that will continue to call.
But because we call so quickly and then follow up
(14:48):
four hours later, we're usually getting a hold of people
within three calls, you know, five is really you know,
also like the next number. So it's like within the
first three calls, maybe five, but we're still going to
go to eight because it does happen. You know, they
could have just been busy that first day. And what
we really enjoy is complementing those calls with a drip campaign.
Speaker 2 (15:12):
Through text message.
Speaker 3 (15:13):
And we have integrations with platforms that text out one
that you use, and so we're able to receive any
responses even beyond the eight calls.
Speaker 2 (15:23):
So if it's two weeks.
Speaker 3 (15:24):
Later and the drip campaign is still going out to
send them text messages to remind them that they had
reached out and we'd love to meet with them about
a consult, we're able to respond right away or even
call them when they text back.
Speaker 4 (15:39):
That's so important text, as everybody knows, you know, ninety
nine point nine percent of textill looked at, you know,
so texting is a big, big part of any type
of marketing strategy, especially it's a cold one. And also,
you know, one thing that that comes to mind is
a lot of practices like I don't want to be
a nuisance.
Speaker 5 (15:54):
I don't want to keep calling and calling.
Speaker 4 (15:56):
But you have to realize that they reached out to you.
So it's you're not reaching, You're not being annoying. All right,
somebody reached out to you first. It's up to you.
You want to just do your best to respond to them.
If you do with two, three, four, eight times, do it.
You know, don't don't be afraid that you think of
being being annoying your nisance because you're not just order,
(16:17):
you know, dialing somebody hoping they're looking for your services.
They contacted you first. So you know, that's one bit
of advice I could give to you there. What's you know,
because I found you know, the from my perspective is
when we work with the practice, the front staff is
very overwhelmed. They got a lot of things going on,
and they're not really salespeople, you know. They're they're you know,
(16:38):
working for the practice for a lot of years. They're
you know, run they know the operations, and they know
about the whole business there. But the first person that
they speak to is really a salesperson, you know. So
how do you teach your team how to be better
salespeople and to keep ahead of the curve and to
just be better and better at what you do?
Speaker 2 (16:59):
Yeah, that's a great question.
Speaker 3 (17:00):
Well, one of the things that we do to set
ourselves up for success is we only hire locally.
Speaker 2 (17:06):
So we are in North Dallas, Texas.
Speaker 3 (17:08):
And we have an office and we only hire people
that can come to the office because that hands on
environment and training, I find after doing this for am
and a half decades is super important. A lot of
companies work remotely and they have people spread out all over,
but we found that in order to maintain the quality
(17:28):
that yields the best results, we like to be very
hands on with our team because there's a lot of
nuances to phone sales. There's voice inflection, there's building rapport,
there's being clear and communicating value proposition.
Speaker 2 (17:43):
And my training staff is phenomenal.
Speaker 3 (17:47):
My leadership team's all been with me between five and
ten years, and we work heavily with every single agent.
We have an extensive training training period and then we
continue to further develop them constantly with shadowing, coaching, QA
calls and best practices. So we invest a lot of
our resources into developing our teams so that they are
(18:10):
effective on calls.
Speaker 5 (18:12):
That's important.
Speaker 4 (18:12):
It's as important to always continue to lead, to learn,
and to better yourself, and that's that's incredible. There let
me ask you one question as far as if any
case studies are a good example of what you've done
for practice that you know that were the main issue
they had before and how you changed it. So would
you you know, let's let's just light on it because
(18:33):
most people speak to well, I don't need to do that,
my staff is good and blah blah blah. But you know, guys,
by working with an expert and focusing on on that
and the only job is to bring in new patients
can be game changers. So if any thing you can
share as far as you know some good case studies
or examples of how well you've done for practice.
Speaker 3 (18:53):
Yeah, A lot of times we get brought in by
the actual practice who recognizes the deficit in the office
because it is a different job to manage the day
to day in person patient base and then following up
with leads is just a different animal. And so we
have practices come directly to us that are just struggling
(19:13):
because they're spending a lot of money on marketing and
they feel like there's opportunity there, but they're not able
to follow up. So we've been able to increase conversions
by forty fifty sixty percent off of what they're doing.
Our typical conversion rate off of Facebook ads altogether is
twenty to thirty five percent, but depending on the marketing,
(19:35):
it could be hired, you know, if the ads just
land really well, if it's the right demographic. But typically
twenty to thirty five percent conversion rate off.
Speaker 2 (19:43):
Of Facebook is expected.
Speaker 3 (19:47):
And then Google our higher intent and so we book
a lot higher there. So the spread of what they're
doing now versus what they get when they've implemented our team,
but it's it's usually very significant. The other scenario where
we get brought in are from marketing agencies like yours,
(20:08):
And this is why I'm excited that we're working together,
because we are able to follow up on leads that
you are generating beautifully that the office may not have
the resources or bandwidth to follow up with consistently. So
we can turn those marketing dollars from maybe you know,
(20:29):
a lower ROI to a very higher you know, to
a very high ROI because of the outreach, the speed
to lead, the consistent follow up, and the savviness to
get people booked into the office.
Speaker 4 (20:42):
Yeah, guys, when we run a marketing campaign for our clients.
Speaker 5 (20:46):
You know, as I said, you guys are busy. You
know what you're doing.
Speaker 4 (20:49):
That's the reason that you know have the here and
the reason we work with her and highly recommend her
is because that's the specialty.
Speaker 5 (20:55):
What our job is to get your phone.
Speaker 4 (20:57):
Ringing and pick people to find you and then get
them onto the calendar. And if your staff is busy
and doesn't have the bandwidth, you don't want to lose that.
The most important thing for any business is new business
and the fact that you know a company like these
can handle this is a game changer for you. And
we found that, as you mentioned, the ROI is just
(21:18):
jumped incrementally, you know, two three, four x, but from
what it was by just bringing in somebody that can
that's the only job is to handle that, you know.
So if you're struggling out there and you're not getting
the best ROI from your ads, reach out to us
and we could talk and walk you through the best
way to get your phone to ring more and then
(21:38):
get the phone and then when the phone does ring,
to convert them, because at the end of the day,
it's conversion, it's getting butts in the seats.
Speaker 5 (21:44):
And by working with a company like worth on marketing
and you know, and then bringing in the deed.
Speaker 4 (21:49):
To close it for you, you will see results, you know,
and everybody knows. The market is so competitive and as
you mentioned before, very prominently speed to lead. The first
person that has a meaningful communication with somebody, last I checked,
does an eighty five percent chance of getting them in
as as as a patient eighty five. Don't be the
(22:10):
second one, be the first one, and that's and that's important.
Speaker 5 (22:15):
Thank you so much for joining. This has been great.
So if somebody wants to get learn more about you,
it gets more information. What would you say the best
way to.
Speaker 3 (22:21):
Do so, Yeah, thank you so much for the opportunity.
Our website is dedicated office dot com. The company is
dedicated Office Solutions. We are I'm personally on LinkedIn. You
can find us on Facebook, Instagram, YouTube a little bit,
but our website is a great way to learn a
little bit more about us. You can book a call
with me from the site and that would probably be
(22:45):
the best way. Our numbers on there too. Of course
you can always call them. We'll pick up promptly and yeah,
we'd love to talk to you and learn about the
practice and.
Speaker 2 (22:53):
How we can help.
Speaker 5 (22:54):
That's great. I really appreciate it.
Speaker 4 (22:55):
Guys out there, you know, let us ho if you
have any questions, one any concerns, and we've heard for
everybody you know out there, and that people have asked
us about many many times about helping as far as
getting better conversions and getting better people to come in
and to speed to lead, and that's why we had
you know, partner up with with the data to be
able to bring us to the table and to help
you get more get more smiles out there.
Speaker 5 (23:18):
So thank you so much for joining to appreciate it.
Everybody in podcast land.
Speaker 4 (23:21):
Thank you so much for being a loyal listener through
the Marketing Podcast and for all your great responses, your
great follows, and please check out our website. You'll especially
on a partner page you'll be able to see you know,
these companies link over to it there and we also
check this out on YouTube, follow us on social media,
and please let us know if any way we could
(23:42):
help you smile more, because remember we're in the smile
business and nothing better than that. So everybody in podcast
land be well, thank you and once again go.
Speaker 2 (23:51):
Jets thanks for having me
Speaker 1 (24:02):
WORTHO Marketing Dot com three hundred and sixty degree digital
marketing solutions for your practice
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