E461 | Are You Really As Good As You Think?

If you are truly good at one you in your profession, you become undeniable. It's what will make or break you. It is simply human nature for people to recommend someone that they think is good at whatever service they are providing. This is no different if you are a cash-based Physical Therapist. If you provide value and customer service, they will continue to come. It is as old as time itself. Enjoy.

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Podcast Transcript

Danny: So one of the best ways to improve your customer experience, which we know will dramatically improve your business, is to have clear lines of communication with your clients. And that's something that can be really hard with these multiple channels between email and text. And what you really need is to centralize that in one place.

And that's something that we've been able to do as we switched over to PT everywhere within our client's accounts. We can actually message right back and forth with them. They can manage their home exercise plan within there, and it allows us to really compartmentalize the communi. That we have with those clients, instead of losing an email in the inbox or missing a text and then you're, it's very hard to dig yourself outta that hole because they feel like you're not very responsive, with them.

And for us, it's made a really big difference. It helps make our staff more efficient. It helps us not miss things as much with the volume of people that we're working with. And it's a really smart way of really compartmentalizing your communication with your clients so it doesn't interfere with the rest of the channels.

You have communication with family and friends and things like that. So I think it'd. Huge for your practice to centralize it the way we have. Head over to pt everywhere.com. Check out what our friends are doing over there. I think it's really cool and I think you really. So here's the question. How do physical therapists like us who don't wanna see 30 patients a day, who don't wanna work home health and have real student loans create a career and life for ourselves that we've always dreamed about?

This is the question, and this podcast is the answer. My name's Danny Mate, and welcome to the PT Entrepreneur Podcast.

What's going on guys? Doc Danny here with the PT Entrepreneur Podcast, and today we're talking about just how good you are how good of a, not just clinician you are, but how good of a customer experience are you actually providing to the people that you work with. I just recently did a podcast with one of our mastermind members, Nick Hagan, who's out in bend, Oregon.

And as we were talking through, his practice and. He and his wife started a practice and they've grown really quickly. They've grown past himself in a year and are gonna be even hiring another clinician relatively shortly, a as well. They just, they've seen really fast growth in a mid-size market.

And as we're talking, it's really interesting to unpack and hear what he's doing and and why it's working. It's not necessarily a fluke, right? In some cases I think people wanna say, oh, they had this preexisting relationship and they're in this area and it's this niche.

And it's, there's lots of things that can improve your chances or lower your chances of success in private practice in a cash model or any sort of business, frankly, but, One thing you can't change is the fact that if you are really good at what you do, whether this is making a cheeseburger or being a dry cleaner, or a physical therapist, or whatever it might be, if you're really good at what you do, people will tell other people about it.

It's just human nature. There is amount, an amount of status associated with recommending solid, options for people there. And we all know somebody like this. It's like somebody that has a guy for everybody or somebody you trust with recommendations. I have a friend that is huge foodie, and anytime there's a new restaurant, I'll ask him first and be like, what do you think?

And I know he's already eaten there because he, it's like his thing. It's what he does. And if he recommends something, he'll tell me exactly where to go, what to eat, what not to get and gimme an in-depth, recommendation. And it's not like he gets paid for this, but he has status associated with it.

He has respect from people that ask him about where they should eat, what new restaurant they should try, if they're taking their wife on a date or their spouse on date or whatever, and you can't buy that. It has to be earned. So people that refer people to your business or don't refer people to your business, it's because they have.

In their recommendation, and they either want to keep that or they want to elevate that. So if you are not getting a lot of people that are referring friends and family your way, whether you're asking for it or not, it means that there's something that you could improve in your own business, in your own customer experience, in your own clinical skillset, potentially.

And that's usually where people look. But one thing that Nick said that I thought was he basically breezed over this oh, if somebody has surgery, we called them the day before. We called 'em the day after. We check in on them via text after that, just to see how things are going and if they have any questions or concerns.

Now that is not that common for someone to actually go to that extreme to call somebody before, end the day, after their surgery to see how they're doing, see if they have any questions or concern. When they didn't even do the surgery, they're not the surgeon they're the clinicians.

They're, that's gonna follow up with them and help 'em with their rehab. So things like that, like he just said, briefly that they're doing. These are difference makers. These are the differences between whether somebody's willing to send somebody else your way to refer a friend or family member your way or not.

Because the idea of being remarkable means you're worthy of remark. It means that you're doing something so good that people will tell other people about it without any sort of incentive or reason to do that is actually not that common. And if it was common, everybody would just be extremely busy and would no need, there would be no need for marketing.

And obviously I'm a huge fan of marketing and I think it's something that everybody needs to have structured, like ongoing, consistent, repeatable marketing in place, especially to scale past yourself. But one thing you can't automate, you can't, outsource to somebody else. It is really caring about people, caring about the outcomes that they're getting and like truly wanting them to get the outcome that they are telling you that they want.

People can feel that people can tell they can tell if you're just like working through your day and you're just a number, to them, it's just, oh, it's just my, that's my eight o'clock patient. Versus really caring about the person that you're working with, and that again is something you.

Automate. You can't fake and you can't outsource. It has to be you. And then when you bring other people on, it has to transition also to the people on your team, which I think is actually the harder part of all of it, because when it's your own business, a. It's easier to really care and want to go above and beyond.

They have a lot of reasons why you would want to do that, but when somebody is working with you in your business, it's harder. So if you can't even do it yourself, if you're not even seeing that in your own business, you need to take a look at how are you treating people, how are you engaging with people?

How are you communicating with people you know are there things you could do? They could make a huge difference, like calling them the day before and after their surgery and just checking in on them. Little things like that do take some of our time. But more than anything, they take attention and they take us thinking about that person and wanting to, really communicate with them and be a part of the journey that they're on, which is, going through an injury and trying to solve this to get back to things they like to do with the people they like to do them with.

So if I can give you kinda one little piece of advice to focus on with your business, especially. As we are looking at the end of the year and coming up in the new year and planning for your business and goal setting and all of those things that are important, one thing would. Taking a look at your customer experience, looking at how many referrals you're getting or not getting from preexisting clients.

Because if you're not getting many, the first place you have to look is what are you doing with them? How are you interacting with them? Are there things that you could do to improve, like what, Nick was saying, what they're doing with their their clients are having surgery. What little things could you do to let them know that they're not just a.

That you really care about them and you actually do. You ha first step is you have to actually care which hopefully you do. Most people are in this profession cuz they really like to help other people. But how can you show them and, and implement this customer journey and life cycle that is just so different than everything else that they literally can't shut up about you and your business is gonna grow because of it.

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

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

We even show you all the sales and marketing systems that we teach within our Mastermind for people that are scaling to multiple clinicians, past themself that you need to have in your business to be able to go full-time. And the last thing is we help you create a one page business. This is a plan that's gonna help you get very clear on exactly what you need to do and drive action.

That's what this is all about. We want you to win. We want you to take action, and in order to do you have to get really clear on what you need to do next. So go to physical therapy biz.com/challenge. Get signed up for the challenge today. It's totally free. We think this is gonna be a game changer for you and are excited to go through.

Hey, real quick before you go, I just wanna say thank you so much for listening to this podcast, and I would love it if you got involved in the conversation. So this is a one way channel. I'd love to hear back from you. I'd love to get you into the group that we have formed on Facebook. Our PT Entrepreneurs Facebook group has about.

4,000 clinicians in there that are literally changing the face of our profession. I'd love for you to join the conversation, get connected with other clinicians all over the country. I do live trainings in there with Eve Gigi every single week, and we share resources that we don't share anywhere else outside of that group.

So if you're serious about being a PT entrepreneur, a clinical rainmaker, head to that group. Get signed up. Go to facebook.com/groups/ptentrepreneur, or go to Facebook and just search for PT Entrepreneur. And we're gonna be the only group that pops up under that.