How to Set Your Practice Apart (Some Advice from a Scheduling Institute Trainer)

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Hey everyone! :) I’m Marianne, one of the Scheduling Institute’s Certified Trainers. I was recently forwarded a thank you note (below) from a doctor who I had the pleasure of helping on his last trip to a Scheduling Institute event in Phoenix. The whole interaction sparked some introspection that I’d like to share.

What exactly does being patient-centric mean to you? I’ve talked to a whole lot of different doctors at trainings and events, and if you’re like most of your colleagues, you probably think you couldn’t do a better job of being patient-centric. You’re at 100%. And chances are, you are trying and your heart’s in the right place! But being patient-centric is much more than just a line in your mission statement… It’s an entire attitude adjustment! You should be putting your patients’ needs and convenience before your own… Every. Single. Time.

Don’t get me wrong, I’ve definitely slipped up sometimes (many times) and put myself first before, but I think that I’m getting better and better at being client-centric every day. Just like any other habit, practice makes perfect–and working for a company like the Scheduling Institute gives me a LOT of practice. I’ve never worked with a group of people that are so driven by this idea of IMPACT and the greater good. Seriously, it inspires me on a daily basis.

The reason Dr. Rahamut’s letter meant so much to me is because it reminded me that I’ve found my dream job– working with doctors like you and finding ways to make your lives better and more rewarding. I get to go to work every day knowing that I am making a difference, and I’m not exaggerating when I say that the gratitude I receive from doctors after a training is worth more to me than any payment.

I’ve attached Dr. Rahamut’s letter. If you are looking to get involved with a coaching and training company that puts your needs first every single time… Take it from me. I’ve never seen a company that is as client-centric as the Scheduling Institute. We LOVE working with doctors. We pride ourselves on your awesome results. And we hope that you will give us a chance to show you why everyone is talking about us!!!

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You can reach me or one of the other Scheduling Institute team members at 866-917-2808. Ask for more information about our trainings– (I’d love to come visit your office!!)

Hope to hear from you soon! :)

-Marianne

Scheduling Institute Certified Training Specialist

Wrapping My Head Around the Big Picture (interview excerpt)

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Sometimes I find myself focusing far too much on the tiny details–financial aspects of growing my business, what steps to take next, mistakes I see in hindsight, or opportunities for improvement–and I forget to keep my eye on the “Big Picture”.

I was recently interviewed for a practice growth magazine, and after the interview, I realized that the entire interview experience–telling my story to someone who didn’t know me–helped me to wrap my head around the whole story at once. The Big Picture. I actually wanted to hug the guy that interviewed me because I was so excited about it.

The past few months have been pretty hectic for me, so it’s more important than ever that I’m intentionally thinking about my path… How I got here, where I am, and where I’m going. And it has GOT to be intentional… If you don’t slow down and appreciate the journey that you’re on, it’ll be over before you know it.

Below is an excerpt from the soon-to-be-published interview. Maybe it will help you to understand a little better what exactly the Scheduling Institute does, and how we can help you.

Q: A lot of doctors know you as “that guy who sends a ton of marketing”. What would you say to these doctors? How would you describe what your company does?

A: The truth is, a lot of people assume I’m a scam artist when actually, I’ve been analyzing Practices for over 25 years now, which means I’ve literally worked with tens of thousands of doctors and team members around the world. I realized a while back that I wanted to work with doctors because most doctors are overworked, under-earning and not living up to their God-given potential. I just saw a huge opportunity for exploding that industry and taking doctors to a whole new level of success. My company, the Scheduling Institute, starts the process by engaging and training the doctor’s team—a Practice’s largest overhead expense—and turning them into this secret weapon. All we have to do is help them unlock the solution to extreme growth.

The Scheduling Institute has a unique ability to physically send trainers into offices anywhere in the world every single day. Actually, I recently got the exciting news that we’ve officially completed our 10,000th team training! And we are receiving an absolute outpouring of positive feedback from all the offices we’ve trained—the positive results are flooding our inboxes, and we love it.

 

Q: You mentioned unlocking “the solution to extreme growth”. Can you explain what you mean by that?

A: New patients are 100% the key to unlocking a Practice’s full potential. It’s that simple. I’ve devoted countless magazine articles, seminars and workshops to really digging into and exposing this one concept because it is hands down the biggest missed opportunity in the industry. It’s the whole concept that the Scheduling Institute was founded upon. Doctors are literally losing hundreds of thousands of dollars every year because they aren’t investing the time, energy and money into making new patients their number one priority. Let me put it this way: the Scheduling Institute can add 10 to 60 percent more new patients to a Practice with little or no changes in their marketing or advertising by simply leveraging their team. It all starts with training each team to understand the importance of new patients and to maximize their new patient process. It definitely takes an inside experience to truly “get” what we do, but just know that we’ve cracked the code and for any that doctor that wants to grow his Practice—I’m telling you, it all starts with new patients.

Q: What exactly does the Scheduling Institute do to generate new patients?

A: We don’t generate new patients, we actually recover patients that each Practice is currently losing, but don’t even know about. Ninety-eight percent of new patients call before coming into the office. This means a doctor’s front desk staff is a patient’s first impression and the “gate-keeper” to the schedule. If the staff is trained properly, they could be serious revenue producers in the Practice and help to increase new patients. But if not, they could be costing more than just their salary or hourly rate.

Q: When did you realize that new patients were the key to unlocking a Practice’s success potential?

A: When I was in my early twenties, I worked as the Marketing Director for a midsized Practice in Atlanta, the Sparlin Chiropractic Clinic. I remember realizing one day that the phones were ringing a ton, but for some reason, we weren’t booking very many new patients… Which meant there was some sort of disconnect happening on the phones. So, I started listening to all of the phone calls that came through the Practice. I developed a strategic system for answering the phones, a formula that would maximize that first interaction with the potential patient. What happened next was completely surreal. Within one week of using my new system, the Practice scheduled over 600 new patients—a new patient world record. So that got me thinking, and I came up with the idea for the Scheduling Institute. It hit me how important and groundbreaking this would be for so many Practices, and I didn’t want to keep that secret solution to myself. I’ll admit it… I wanted to change the world!

Q: It sounds like you were very ambitious from an early age. How did you get started on that path?

A: When I was 18, my mentor, Dr. Alan Goodwin, and I developed a board game that was designed to help kids make positive life decisions. It was called Drugs and Alcohol: Play it Straight. It sounds simple, but at the time, drug prevention was just emerging as a major national issue. We ended up selling the game to school systems around the country to use as a tool, and we successfully sold over a million dollars worth. I was really proud of the game and what it stood for, but I also learned a lesson about the power of marketing at a relatively early age because of this experience. It imprinted me with this desire to make a difference in the world, and that has never gone away.

 

Q: Could you give us a little taste of the big picture? How do you see the Scheduling Institute making a measurable difference in the world?

A: I guess it might help to start by explaining that I don’t have to do this job. I’ve been financially capable of retirement since I was 18, and I could buy anything that a person could possibly want. I don’t say that to sound arrogant; it’s just the truth. But on my own, I can’t touch all the lives that I want to touch. On my own, I can’t affect the amount of people around the world that I want to affect. In fact, I can impact the most people by doing this exact job— by helping doctors to become incredibly successful.

The big picture is the long-term growth of each Practice, but the BIGGER picture is giving. Generosity. We encourage all of our clients to give back to their communities, and we lead by example. If I help thousands upon thousands of doctors to become extremely financially successful, and then challenge them to give back to their communities, they are creating ripples throughout their communities, even in ways that can’t be measured.

Imagine 100 successful businesspeople in one city giving back ten percent to the community. Ten percent of $100,000 is $10,000, multiplied by 100… That’s a million dollars! By personally giving back to my community, encouraging my team to give back, inspiring my clients to give back, and training THEIR teams to give back—I’m working to created a domino effect of impact. Impact that is enormous and ongoing.

Another big picture goal is to help these doctors work less while making more. So yes, they’ll meet their financial goals. Yes, they’ll be well-known in their communities; they’ll enjoy life to its fullest… But they’ll also get to be with their families. Because people don’t get a second chance for that. I’ve realized that everything changes when people have the time to devote to their families— their relationships are richer, they are happier, even their Practices become more successful! So that’s what we are really all about. And I can tell you, my team and I are incredibly passionate about what we do… Which is why we consistently have such incredible results with all of our clients.

If you are interested in learning more about the Scheduling Institute, or are ready to try something new that will take your Practice to the next level, call 866-917-2808 today! My team will be more than happy to answer your questions and get you started on the very exciting journey to transforming your team, your Practice, your results, and your life.

Enjoy your summer and stay productive!

jaysig

Jay Geier

Feel free to check us out and like us on Facebook at https://www.facebook.com/Schedulinginstitute!

Are You Up to the Ritz-Carlton Challenge?

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No matter what you see in magazines or read on message boards, there is only one “get rich quick” scheme that you can implement immediately and see results. Ready?

You have to consistently over-deliver to your patients. Over-deliver, over-deliver, over-deliver.

Over-delivery means giving the patient or customer more in service value than they give you in dollar value. You can’t expect to get rich by giving a patient exactly what they paid for. That’s simply called meeting expectations! And meeting expectations is definitely not going to get you that boatload of referrals you dream about. You’ve got to WORK for those referrals. You’ve got to earn them by becoming the best of the best.

To put it bluntly, if your Practice is not prospering, then you’re NOT over-delivering. Period.

If you were, I guarantee that your patients would be paying you back (plus some!) in lifelong loyalty and referrals. The proof would be sitting right there in your bank account. So, if your bank account’s stagnant or dwindling, I’m sorry, but… You aren’t quite knocking it out of the park.

But hold on—this is the fun part. Let’s say you admit it. You realize that it’s time to make some changes… What you’ve been doing for the last five or ten years just isn’t bringing any exciting growth or wealth to your Practice. So, are you ready to get started?

(If you’re just skimming over the page, STOP HERE!!!! PAY ATTENTION! This is the MOST important tip that I can possibly give you… One that’s neglected by most offices and will supercharge your referrals. So listen up!)

You and your staff need to give off the impression that you exist for the sole purpose of making each new patient as comfortable and happy as possible. For the entire time that they are inside your office building. It doesn’t matter what mood you’re in, or if you’d rather poke your eye out than deal with people… Your whole team had better act like that patient is God’s greatest gift to Earth and make sure you serve that person’s every need. THAT is over-delivery.

Here’s a good analogy. Twenty years ago when I traveled, I would stay in whichever nice hotel was available—with no particular preference. None of them stood out to me, so it didn’t seem to matter. But then I stayed in a Ritz-Carlton… And I’ve refused to book a night at any other hotel chain since. Do you want to know why? Because their people are SO well trained, the décor is SO immaculate, and they wait on you hand and foot. You ask for something; they bring it. They have perfected the hotel experience for their guests and because of that… They have my business for life.

The truth is, you don’t need to have the cheapest prices in town to attract patients—and you shouldn’t want to! You just need to deliver a level of service that blows your patients away. You need to set yourself apart from the other Practices in your town. Aim to be the Ritz Carlton of Dental Practices… NOT the Econolodge!

Until next time,

jaysig

Jay Geier

PS: don’t forget to check our Facebook regularly for updates!!

Why the Scheduling Institute Does Mystery Calls

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You might not know exactly who we are, or the extent of what we do, but chances are you’re familiar with our “infamous” Mystery Calls. These have upset a lot of people (mostly teams) over the years. Would you believe that many people actually HATE surprises, even life changing ones? So, the question is—why the heck would we keep making Mystery Calls if we get so much flak for it?

The first thing to understand is that we ONLY reach out to people who ask for it. Even if they don’t remember, the fact remains the same… If your team got a call, it means that at some point, you filled out a little form (on a website, in a magazine, etc.), giving us your information and letting us know that you were interested in learning more about generating new patients and growing your practice. That is the ONLY way that we get a doctor’s information.

Secondly—and most importantly—we know for a fact that these Mystery Calls are absolutely crucial in helping you reach your full success potential. (We know because we have thousands of case studies to prove it.) We don’t do it to poke fun at you and your team, or because we have some sadistic pleasure in tearing down your pride. In fact, we make Mystery Calls for the exact OPPOSITE reason… Because we believe you have a team of superstars that could be totally excelling at their jobs, scheduling tons of new patients, and producing phenomenal results for your Practice—they just haven’t had the proper training!

“No matter how good you are at marketing, processing and treating patients, you blow it if you mess up on the phones. JAY GETS IT! He taught us how to get patients from the phone, to in the door… Last year our monthly new patient average was 13. Since we’ve been with the Scheduling Institute (4 months) our average has been 23 new patients per month! Last year, our average collections per month was $16,021. In the last four months, we averaged $28,098!”

-Cindy Linden, Office Manager

I’ve said it before and I’ll say it again… That’s NOT your team’s fault. That’s your fault (even though you aren’t doing it intentionally.) You are holding your own Practice back!

“If there is one thing I could tell anybody considering (the Scheduling Institute) it would be: Don’t wait, don’t procrastinate and don’t delay getting on board… Because every day you wait is another day of lost revenue. You might as well flush your money down the toilet… Thank you, (Jay), for helping a profession in great need.”

-Dr. Joseph Doughty

When we send you your personalized Mystery Call recording in the mail, we’re trying to send you a Reality Check. We’re saying, “This is what’s happening on your phones RIGHT NOW. We aren’t making this up. And you need to be hear for yourself that it could be much, much better.” We analyze your call, assessing five different points that we’ve learned are essential for maximizing new patient phone interactions. We use that assessment to give your team a score of 0 to 5 stars. Most of you have scored—or will score—a 0, 1, or 2 on the first try. And that doesn’t mean we think your team is a failure… It just means they haven’t learned the unique scheduling system yet!

“…thank you for helping me see the light. I now look at every new patient phone call as a personal challenge. Every time I get that one who calls and “is just checking prices” to come in and check us out—I feel triumphant! This program has given me so many more skills to get the patient to the door—it has made me enjoy my job so much more and for that I am sincerely grateful.”

-Michelle Sage, Front Desk staff member

Since we have analyzed and worked with practices around the world for 15+ years, we literally have the largest working lab in the entire dental industry. It’s pretty cool, because we get to notice trends and patterns, and use our data to help YOU grow your practice… But sometimes it’s hard to get your attention, because you think we just want to sell you phony junk and make a ton of money!

That’s why, right now, we’d like to use our Mystery Call analyses to give you a piece of free advice. That’s right—just because we like you! After listening to hundreds of thousands of phone calls from all different practices and crunching the data, we can tell you for a FACT that each practice is MISSING, on average, 34% of all new patient scheduling opportunities.

-13% of these calls are categorized as “not booked”, meaning the front desk staff was unable to book an appointment before the new patient hung up.

-The other 21% (and this is actually shocking) were “stranded” calls. Stranded, as in NO ONE PICKED UP THE PHONE. That means new patients are calling because they’re interested in your practice and they never even get to speak to a human being! Isn’t that crazy?

So, here’s a simple suggestion. If you want to outperform 90% of your competition, all you have to do is pick up the phone. Stop missing calls. For instance, add phone coverage (especially during hours of peak call volume) so your team can capture these missed opportunities.

See?! Without our nifty Mystery Calls we would never have been able to tell you that kind of statistic! We’re doing the detective work and filling you in on everything we learn… So that you don’t have to do it all by yourself.

Just remember… Training your team on how to handle the phones is about a lot more than just “closing the sale”. It’s about creating a memorable first impression for the new patient, getting them excited about coming into your practice, and generating referrals! It is actually a completely patient-centric process, and it will give unquestionably give you a competitive advantage!

If your team learns to answer the phones strategically, we guarantee that your phones will start ringing a whole lot more… And your team will actually have fun answering them!

So, even if you are resistant to this whole idea and aren’t sure that I have any useful knowledge to offer you (which I promise you, I do–) do this for your team. Call 866-917-2808 and join thousands of other doctors who are making the investment in their teams and seeing enormous and literally life-changing results. 

Until next time,

jaysig

Jay Geier

Memorial Day: Practicing Gratitude in Everyday Life

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Memorial Day weekend has become an interesting American phenomenon. I don’t really check Facebook or social media  (because when I do, I feel like I get bombarded by negativity) but I can guess what types of pictures are popping up after this weekend. Family trips to the lake… Cookouts… American flags… Sunburnt couples in beach chairs… The point is– it’s an incredibly FUN time for everyone, and we all like to show off our American pride–my family and I included!

But in the middle of all of that, we get totally lost. We forget to think about WHY we are celebrating… And WHO exactly we are celebrating. I’m not saying we don’t know what “Memorial Day” means… It’s just that most of the time, that takes a backseat to the celebration itself.

The truth is, the men and women who died serving our country deserve much more than one day or one weekend to be honored. They made the ultimate sacrifice so that we could live in freedom, and they deserve our thoughts and prayers 365 days of the year. 

While I was thinking about that, I started thinking about the gratitude that we have for other people in our lives. Our families… Our teams… Our spouses… Our mentors.. And here’s the deal: no matter HOW often you show them that you appreciate them– it isn’t often enough. Because without your family, your life will be empty. And without the hard work of your team, your Practice would never grow or succeed. And chances are… You THINK it to yourself a lot more often than you say it or show it.

When we are doing well in life, it’s thanks to those around us who support us and strengthen us. Even though it’s great to celebrate your success, don’t get SO caught up in celebrating that you forget to show gratitude!

I can say with 100% honesty that the biggest and most meaningful way to show gratitude to your team is by investing in their success. Period. You need to provide them with the knowledge and expertise to excel both personally and professionally by having them expertly trained in your office. I’m saying this because it’s the truth– NOT because I’m trying to sweet talk you into hiring the Scheduling Institute to train your team. Dead serious. You can hire us OR you can always call someone else.. The choice is yours.

(But I’ll give it to you straight. We’ve got 7 peer-voted Townie Choice Awards AND 10,000 trainings under our belt, and we were recently named one of the fastest growing companies in Atlanta… So why the heck would you want to trust anyone else with your team?) 

Call 866-917-2808 today and schedule an On-Site Training to show YOUR team how much you care. *FOR MAY ONLY: You can bundle two On-Site Trainings for only $10,000 (some restrictions apply).

Until next time,

jaysig

Jay Geier

What Everybody Ought to Know About the Scheduling Institute

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Mark Twain said, “The two most important days in your life are the day you are born and the day you find out why.” Well, I sure don’t remember the day I was born, but the day I realized my purpose… THAT was a brilliant moment. And I’m not kidding, I remember it like it was yesterday.

I had just developed this system for answering phones, which allowed the clinic I worked for to get over 600 new patients in one week. I was floored. Best week ever, right? But then it dawned on me… Why stop? Why shouldn’t I teach what I knew was a ridiculously effective Practice growth strategy to as many doctors as I could? Why couldn’t I create a company that was specifically designed to help grow Practices, to help dentists make more money, and help people reclaim their lives? That’s how, in 1997, the Scheduling Institute was born. And that day, I found my passion AND my purpose.

So, today someone on my team sent me this Google review that she thought I’d want to read. It made me a bit emotional, because letters like this, honestly– they’re the whole POINT. We get letters like this all the time, but we never get tired of reading them. They are why I do what I do. They are why my team does what they do. And they remind me of that moment when I found out why I’m here.

I wanted to share the review with you because the best and most honest marketing isn’t me telling you that I can change your life… That “you don’t know what you don’t know,” and you are “missing out on the opportunity of a lifetime”.. It’s all 100% true, but I could say that all day until I was blue in the face and, if you don’t know me, it would sound like the emptiest load of bull crap ever.

No, the real, amazing truth comes from the mouth of someone who has been there, in your shoes–and they took a leap of faith. Someone who wanted to write me an honest letter, and didn’t want anything in return. Someone who just wanted to say thank you for changing my life.

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I would personally love the chance to make a difference in your life. Don’t take it from me, read the reviews from others doctors like you who took a chance on the Scheduling Institute and saw drastic increases in new patients, production, collections, and overall quality of life. When you are ready for a positive change, call 866-917-2808. 

Until next time,

jaysig

Jay Geier

We’re Officially Approaching our 10,000th Training!! (And Why You Should Care)

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I’ve got some big news. This is probably the BIGGEST milestone that my company, the Scheduling Institute, has reached to date.

In May, we will officially complete our 10,000th training. 10,000!!! I know it just looks like a number on the screen, but good grief– think about what that number symbolizes! Think about how many doctors, staff members and families that enormous number of trainings has directly affected. It blows my mind.

When you reach a milestone this monumental, it’s hard not to get nostalgic. I remember the first time we ever held an On-Site Training… Because I was the one that did the training! The doctor had asked me to come to his office and train his team, and I remember thinking, “No way… I don’t want to fly all the way out there and do this!” But I sucked it up, and I did it anyways. And you know what? I realized it was such a GREAT thing–to go into a dental practice and tell them exactly what they could fix to see huge results. So, I decided to build an entire team of people that only did that, and I created a team of highly trained EXPERTS to unleash on the dental industry. That team continues to grow… Now, I have a team of over 52 Certified Training Specialists that help implement my training strategies in practices around the world… So no one has to try and do it all alone! It’s the best possible method for teaching, and that’s why we’ve seen some ridiculously amazing results.

Every single day, I am getting a new email from SOMEONE whose life has been changed by one of our trainings. I know that sounds like a crazy claim, like I’m completely exaggerating, but I’m not. Listen. I am telling you this because we are nearing our 10,000th training and if you haven’t gotten your team trained yet… You are seriously missing out. Just let the number speak for itself! The dental industry is experiencing a patient-centric revolution… Dentists are crafting strategy-driven visions for the future… Practices are getting bigger and better, and the competition is only starting to heat up. We want to help you be at the forefront of this movement!

If you’d like to join the thousands of dentists and orthodontists around the world that trust our training programs and see incredible results, call 866-917-2808. We hope to celebrate your successes with you soon.

Until next time,

jaysig

Jay Geier