Dentists are leaving the NHS in droves. In this week’s episode, Payman and Prav talk about what it takes to transition from the failing health service into private care.
They chat about some of the training on offer to help dentists get to grips to meet private patients’ expectations, strategies for retaining and transitioning NHS patients, fixing literal and metaphorical cracks – and much more.
There’s plenty for listeners who are already in the private sector, too. Prav and Payman go in-depth on tactics clinics can use to stand out from the competition in a crowded marketplace.
“NHS patients are coming through the door anyway. If one cancels, you’ll get another one through the door. But with the private patients, it’s a complete shift in mindset. You’ve now got to earn their business. They’ve got money in their pocket and they can choose to spend it wherever the hell they want.” – Prav Solanki
In This Episode
01.00 – Training for transition
07.52 – Soft skills
12.23 – Reception and customer service
20.41 – Earning patients
23.15 – Fixing cracks and phone coaching
38.33 – USPs, decor and rapport
48.45 – Treatment plan acceptance
51.45 – The art of storytelling
53.27 – Putting training into practice
01.01.48 – The definition of success
[00:00:00] You don’t need to be special to be successful, and I will say that this guy is probably my most successful client. He runs a practise that doesn’t turn over a great amount of money by any by any measure of this, whatever yardstick you use. But you came to me and he said, Prav, I’m working five days a week. Yeah, I’ve got a practise that I’m incredibly busy and and I’ve got some twin boys that I want to spend time with and I don’t want to miss them growing up. Ok. Fast forward 12 months later, we’ve got him into a position where he’s working two days a week. He’s the fittest and healthiest he’s ever been. Yeah, and he’s spending loads of precious time with those boys. Yeah. And in my mind, he’s my most successful client. He’s defined what success is, and it doesn’t have to be driving these flippin super cars and, you know, living in a mansion.
[00:01:00] This is Dental Leaders, the podcast where you get to go one on one with emerging leaders in dentistry. Your hosts Payman Langroudi and Prav Solanki
[00:01:17] Today on Dental Leaders, it’s going to be just the host me and Prav having a little chat. Shooting the breeze the thing that sort of spurred this conversation is that we’ve both been hearing and it’s all over the Dental forums and all that people who want to leave the NHS system and, you know, move to private. And the very common question that we’re getting is, you know, what course should I do? You know, like that as if that’s the the key. And, you know, I’m sure there is some upskilling that needs to be done, and it depends on who you want to be as a private dentist, obviously, which kind of private dentist you want to be. But what we thought was, you know, let’s have a chat. As you know, both me and Prav are very involved in private dentistry. And you know, one thing we should say is neither of us know much about what it is to be an NHS practise. I did one year of it before I moved out. You know, VTE, that was it. And, you know, Prav access all your practises and your clients are all private only Prav.
[00:02:20] Yeah, on the whole, you know, I have a few clients who are who are mixed. I’m getting more and more requests from clients that I’m coaching on. How do I transition? So there’s two main questions. One of them is how do I exit from NHS to private? And then the other one is, Well, how do I hold onto that NHS income whilst going private, right? Because a lot of dentists are scared of letting go of that contract, that income, that is a shocking the but also backing up the valuation of their practise. They’ve probably paid for that goodwill.
[00:02:54] Yeah, yeah,
[00:02:55] That has a value to it. And and you know, I work with a couple of guys at the moment that I’m coaching at the moment who are struggling to let go. The solution is really simple when you look at it from from a logical point of view in terms of what needs to happen next, right? Whether your goal is to retain that NHS income and just put someone else in that driving seat to deal with those patients, allowing you the freedom to be able to say, OK, I can now do private right and always talk about buying time. Yeah. And when I put it like this and I say to that client, Look, how much is this NHS dentists dentistry generating for you? And we lay the numbers up, OK? And then I say to him, Would you like to take four days off work and buy yourself out of that? And it will cost you a percentage of what you’re generating right now? And when you put that number in front of them, they look at me and think, Well, that’s a no brainer. Well, that’s that’s the solution. Ok? Is that you pay someone else to deliver that now you’re sat there with the other problem, which is, I need patience, right? I need these private patients through the door to fill my book. And I have very similar conversations with fully private patients that want a transition out of check-ups.
[00:04:14] Private dentists?
[00:04:15] Yeah, yeah. So there’s a lot of private dentists out there who’ve built their practise up over, let’s say, a decade, and they’ve built this loyalty with patients where they’re doing check-ups for 45 50 percent, even 70 percent of their time and then doing the high end work for the rest of it and they want to transition out of that. It’s a similar case to transitioning out of NHS without putting too fine a point on it. They need to let those patients know they can no longer provide that service so that they can then pivot their time into doing the higher end stuff and have that handed over to an associate. So from a patient communication point of view with that one person. The conversations are very similar, but there’s obviously a lot more nuances when we’re talking about transition of different types of private services versus transitioning from NHS to private. But the key problems that I see is I want to hold on to that income. I want to hold on to that goodwill. I don’t want a kiss all that goodbye because that’s the valuation of my practise. But I do want to spread my ring wings now and do the private stuff. But then comes the confidence thing, right? They’ve not done the right courses, they’ve not had the right education.
[00:05:26] And often as a marketing guy, it’s pretty strange, right? So people come to me and say, Hey, you know, run a Facebook campaign, do this, do that, you know, help us get more patients through the door, help us manage the workflow of the follow up, blah blah blah. And then they say, What sort of education should I do? They’re asking me that you’re not a dentist. I’m not a clinician. Yeah, but but there’s that position of trust where they said, Well, what should I do? And and I guess the question they’re asking me is, Well, what are your clients do and how did they get educated? You know, what courses did they do? And you know, my opinions are always incredibly biased, right? Because of who I’m involved with and so on and so forth. But I’d like to think that the people or the courses that I recommend generally. And a down the line of delivering excellence and ethical dentistry, right about Payman, you said earlier. Depends who you want to become, right? What dentist do you want to be this guy who’s smashing out loads of ab? Do you want to be a dentist who just provides a high level of private general dentistry? And I’ve got clients who are incredibly content on doing their private fillings, their private ndo, their odd, you know, restorative cosmetic units here and there, and they’ve got absolutely no ambitions of doing, you know, these high ticket cases or taking that risk that’s associated with those and are just happy.
[00:06:51] Go lucky. Transitioning from what used to be NHS dentistry to now just a steady, a way, comfortable way of doing private dentistry where they just provide a general level of dentistry. And for that, those patients right, those dentists who are used to seeing the same patients day in, day out, developing relationships with those patients, then the course that you should really go on is one run by Test Qureshi because his ethos and his his sort of teachings revolve around that everyday check-up, right? What you should be looking for in that patient, what you should be monitoring and then how you can from that loyal private base of patients generate some higher end dentistry that doesn’t involve any sexy sales skills or convincing or persuasion because you’ve built that trust with those patients, right? Pay what? What are your thoughts in terms of if we just think about education?
[00:07:52] I mean, look, I’m getting I’m getting two types of conversations. One is the first one that we just discussed. I’m leaving the NHS. There could be an associate, by the way. So you’re you’re kind of mentioning the the principal sort of thing on the price valuation. But I’m talking to a lot of associates to leaving the NHS. Not sure what to do next from the course perspective, from the treatment modality perspective, that’s that’s one. And then I’m also getting another interesting one, which is I’m already a private practise. There’s lots of new private practises about to open. How do I become the best private practise in my town? And we had that conversation, you know, with with we have the conversations all the time, but you know, let’s say you’re in a little town, like, where should we say Doncaster? Yeah, there’s there’s maybe four or five fully private dentists. Just I don’t know how many there is, but let’s say there is four or five fully private dentists. Now, if it’s true that a bunch of the NHS ones are going to become private or, let’s say, independent, then it’s up to the incumbent ones to become very private. You know, and I’m having that conversation, too. You know that conversation? How do I up my game? But you know, it’s interesting because for me, the soft skills are probably even more important than the clinical skills because it’s not magic, is it? At the end of the day, there’s a patient with a problem.
[00:09:22] And you’ve got to deal with it. You know, whether it’s private or NHS, that problem needs dealing with clinically, but the soft skills, I mean, when I was a dentist. No way would I ever, for instance, ask the nurse to go and get the patient from the waiting room. Never, never, never. Because that moment of going to the waiting room saying the guy’s name, acknowledging the guy I contact, maybe a tap on the shoulder. The conversation starting. How are you doing? What’s going on? That moment that walking from the waiting room to your surgery sets you up sets up the situation for how it’s going to go next. And then I would spend at least five minutes chatting before, you know, starting to look in the mouth or, let’s say, an examination at least five minutes. And for me, actually, that was my favourite time as being a dentist was talking to patients, just talking to them about what’s going on in their lives, their jobs, their families, which, you know, in NHS. There is definitely no time for that. And then, you know, OK, let’s let’s let’s let’s talk about the clinical side of things. Even then, there’s this soft skills, you know, painless injections. And they’ve being just generally being gentle, generally being gentle. There’s no time for that in the NHS.
[00:10:45] But even during that, let’s say we talk about soft skills, the gentle, painless injections, the soft touches, the pat on the shoulder, letting them know, Hey, you’re in control. You know, if there’s anything that you feel uncomfortable, just raise your hand and all that right, you’ve got no. But even then, right, the chit-chat is so important. What I’m going to do next? Yeah, the conversations, the dialogue between you and your nurse whilst being inclusive of the patient might all of us so important as part of that private journey. You know, you just mentioned one thing that just brought a little memory back to me, which is the first time I met my current personal trainer. Yeah, there’s the gym, OK, there’s the environment. There’s the glass doors that slide open before you step into the gym, right? But it’s an unfamiliar territory for many people who maybe have never stepped into that gym ever or has never stepped into a gym, ever. And the one thing Craig did is as I pulled up, he came and met me at my car. Had I had the five minute chit chat with me, walked me into the gym. Yeah, and then we went in and started talking about stuff, right? And all of a sudden, if you had any kind of anxiety or any phobia or anything like that, right, you’ve actually forgot that you’re making that transition from outside to inside. Same situation with you. You go and greet your patient in the waiting room. Yeah. Before they know it, they’re in your surgery. But they’ve not made that mental shift because you’re you’re distracting them with your conversation. That’s so important.
[00:12:23] Let’s not forget receptionist skills as well, you know, because, you know, I must have visited at least 500 probably more Dental practises in my time. Yeah, and I’ve had it all right. I’ve I’ve seen all different situations and it ranges all the way from you. Walk in the receptionist doesn’t even look up, just doesn’t even acknowledge you exist. Yeah, it’s busy on a computer, you know, like clicking away, which, by the way, not necessarily the receptionist fault. Yeah, there’s a there’s a massive sort of shortage. The staff shortage. Maybe. Yeah, yeah, yeah. Yeah, know there is that. Yeah, well, you know, it could be the principals not staffing the desk enough, right? So the receptionist was super, super busy. I mean, I don’t know about your GP exactly the same, you know, vibe from when I get to the GP, she doesn’t even look up. Yeah, eventually looks up. Sort of like what you want. Who you? Hi, I’m Dr Langroudi from Enlightened. I’ve come to see Doctor Thing. Yeah, kind of shows you the chair to sit on. Yeah, you sit there and that’s that’s that’s one end. Yeah. And then I’m thinking the best one that I remember is finish where Gillies practise natural smiles, where, you know, before I’ve even walked in, receptionist gets up, opens the door. Dr Langroudi, we’ve been expecting you. How are you doing? Come take a seat. Would you like a coffee latte? Or, you know her cappuccino asking me questions? Nose knows about me already. Yeah, and you know, we know, we know the name of every person who’s going to walk into a dental practise because they’ve got appointments. Yeah, that’s not magic.
[00:14:10] You know what? It’s it’s it’s literally one of the first things that I teach when I’m working with clients, right? And it’s usually a, you know, a moment of clarity or whatever. And I say, OK, so let’s look at your day list today. There’s a 45 year old bloke who’s coming through your door for an appointment at two 30, and he’s probably going to come a little bit earlier or a little bit later. But the odds are if a forty five year old looking bloke walks through your door at two twenty five, yeah, his name is probably ninety nine percent Prav. Yeah, I think it’s worth you taking that risk and potentially getting the name wrong. Yeah, yeah. I’m working on that piece and just greeting that person by the first name. You know, one of the questions I always ask is that we’re all sat in a room and I asked them, asked everyone, What’s your favourite word? Yeah. And let me tell you, it’s the same word for everyone. Yet it’s different for everyone in this room and there sat there scratching their heads. Yeah, yeah. And your favourite word is your first name, OK? What is the word that you and you know, sometimes I take that a step further and say, if you were out in the street and somebody shouted that favourite word, you would immediately turn around now, do you know what it is? And sometimes they sit there sort of still scratching their heads and then they come out with some rude words, which is always, always amusing. But when they. Are actually, you know, when you’re having a conversation, you read Dale Carnegie’s book How to Win Friends and Influence, right? There’s a big emphasis on using that person’s name frequently. Yeah.
[00:15:50] Have you found an America? They’re really good at that. Aren’t they brilliant? I remember every time I go to America, I make a mental note. God, I’ve got to really listen out for first names. Yeah, and it’s actually the reason you must have some cousins or whatever in America. I’ve I’ve got a cousin. Manu chair is his name. Yeah, but actually in America, he’s max. Yeah. And in in in America, the first name is important. That’s why they changed their first names when there are difficult foreign names so that everyone knows them. But the number of times I’ve been in a meeting in America and I’ve just shaken someone’s randoms and not not even a meeting, I’m on a on a stand, on a Dental show and the guy says, What’s your name? I go Payman not. Not exactly an easy name to remember. And then five minutes later, he says, Payman, what I want to tell you is this is this is this. And it just makes you feel special. Just makes you feel special.
[00:16:42] Absolutely makes you feel special, man.
[00:16:45] I mean, I don’t know about you, Prav. When I take my call for service, the dude comes over and greets me by my name because he’s got the he’s got the car number plate, isn’t he? Yes.
[00:16:57] I had this. I had the same.
[00:16:58] Exactly how he’s doing it. Yeah, but I still love it. I still adore it.
[00:17:02] You know what? It’s because we’re trained to recognise these things, so we appreciate them more, right? I stayed. But just it’s
[00:17:08] Just lovely, isn’t it, when the guy comes to Dr. Langroudi welcome? Yeah, it’s just it’s just lovely. There’s nothing magic about it. He knows my car number plate. He knows what time I’m coming, you know, know exactly what’s going on.
[00:17:19] I got collared with that over. We hadn’t been away anywhere for ages, right? And so me and my wife booked a couple of nights at a place called the Gilpin in the Lakes. Really, really lovely place. My wife booked it. I didn’t know how much the damn thing was going to cost until I was checking out, but that’s another story. But as we pulled up in the car, the lady walks out of her little cabin. We wind the window down and she said, Mr. and Mrs. Solanki and I was like, What the fuck? Yeah. Then it clicked straight away. No play. Then she walks us over to our parking space. Everything that you can teach about customer service, every little step that I’ve spoken to my clients, that was executed to perfection. And because we know it and because we talk about it, you just appreciate it that much more.
[00:18:08] Yeah. But you know, if I’m an NHS dentist, yeah, and I’m scratching my head thinking, how can I improve customer service for my patients? I mean, NHS dentists earn well. They go to these these hotels like like you do, like, well, they they they take their car for service like me. Yeah. So it’s not there’s no magic in customer service. Customer service is about treating people well as individuals and, you know, being off service. The question I’ve got a good question for you, Prav is it is it teachable or isn’t it? Because definitely when you’re hiring, you want the kind of person who’s got that attitude already. Yeah, you don’t want to have to teach that. And I think, you know what? The first thing you said really rings true. We’ve got this. The major difference between private and NHS is that in the NHS, there’s an abundance of patients. Sure, customers in private. It’s the exact opposite. Most private dentists that booked maybe one week, two weeks ahead. They are, of course, the the super successful ones who have booked longer. But you know, there’s a there’s a shortage of patients. And so the mindset in NHS ends up being whoever you are, whether you’re this customer centric person or not, the mindset ends up being me. I am doing you the patient a favour by seeing you because there’s an abundance of patients. There isn’t an abundance of NHS dentists, you know, could taking patients. So I’m doing you a favour. You’ll do as you’re told, you know, if I if I run late. Yeah, if I run 15 minutes late, yeah, you should still feel lucky that I’m seeing you. Whereas in private institute, I used to work in the city. Yeah, once I never used to run late, ever. Yeah, I used to just have massively long appointments and just to have breaks, coffees and all that in between patients.
[00:19:58] Some things never change.
[00:19:59] Yeah, yeah. But but the reason was because once I ran five minutes late, the guy got up in a pissed off, left the place, got back to his office, sent a complaint, an email. Yeah, and and in a way, I get it, man, because you know, when I go to the GP and it makes me wait 45 minutes sometimes. Yeah, even though I know, I know the reasons why they’re pressurised and all that, it makes me a bit angry. Not that I get angry here. Not that I show it. You know, I’m still sweet as pie, but inside it makes me a bit angry. You know, his time is more valuable than my time. Sure. You know that thing.
[00:20:41] Yeah. And that mindset, you know, the the what you said, there is something I talk about, which is with the NHS patients, OK, they’re coming through the door anyway, OK? If one cancels, you’ll get another one through the door or whatever. Yeah, with the private patients, it’s a complete shift in mindset. You’ve now got to earn their business. Yeah, they’ve got money in their pocket and they can choose to spend it wherever the hell they want. Ok? And the fact that they’ve chosen you is the fact that you’ve earned it. Ok, but you still need to keep earning it by either delivering service. The little touches, right? The you know, on whatever whatever your equivalent is, you’re you’re welcome. Yeah, of how you greet those patients. You know, we’ve spoke about this the the Hilton DoubleTree cookie. Yeah, yeah, that’s my thing that, you know, I go in there and I know I’m going to get that cookie and I’m a complete mug. Yeah, so I’ll book there again without going to TripAdvisor or the price comparison sites because I’m going to get a cookie that’s probably worth two quid. Yeah, but it’s that it’s that experience that drives me in their right. And, you know, often often we speak about, Well, what’s your cookie? Yeah, yeah. What is it? So, you know, there’s a lot around those soft skills, but let’s go back to that. There’s an NHS dentist now. He’s got a truckload of patients that he or she is in fear of losing that income. Or, let’s say, the associate who wants to break free from NHS. That’s a different scenario, isn’t it, because they’ve they’ve got to pick a different job, right? You can’t just go up to your, well, maybe you can.
[00:22:19] But but well, no, you’re right. In general, and this is why all our courses are full, you know, your courses are full. There’s associates looking to upskill or to get CV fillers in order to go and get private jobs is is the reason why they go on is courses. They come many smile. Make over why? Because they want to show that to to to the private principal. For an associate, though, you know, these days there’s going to be such a lot of competition for private jobs and always has been. But these days, even more because people don’t want to be in the NHS system for any of our listeners abroad, they probably thinking, What the hell are they talking about? Yeah, yeah. But you know, we’ve got our state system that’s very, very broken and now a bunch of dentists who want to leave it. Yeah. So for instance, it ends up being about courses, but, you know, equally important, Prav and you know, you’ll be an expert. Instagram, you know. Yeah, you know, I’ve spoken to principals and we’ve spoken to principals on here who say if the dentist has a strong Instagram, the associate, that’s a really good, good thing for them. Of course it is. And in a way anyone can pay to go on a composite course. But anyone doesn’t have a strong Instagram presence in a way that actually does show you something, doesn’t it? And then on your side, Prav, you get people who’ve never done advertising before coming in and thinking that you know they can throw money at a problem. And that will be the end of it. And, you know, that is as much about what happens to those leads that come in. In fact, more about what happens to those leads that come in. You can deliver 50 Invisalign leads to them. What happens in the practise if we’re still in that NHS mindset of there’s going to be patients forever. They’re not going to be followed up.
[00:24:16] And, you know, I think yesterday one of your colleagues who who you referred to me, right? And he’ll remain nameless. But but you know, the conversation that we had on Zoom was, Hey, I want to go to Diamond Invisalign. But you know, whatever that tier is, they point to the apex predator, whatever, right? And and he has this ambition. And so I just have a little diagnosis. Call with with anyone, right? And we talk about, OK, who’s answering your calls? What happens next? If I delivered X number of leads, when were the calls be answered? What’s the nature of the communication through text, WhatsApp, email frequency follow up? And we we just we just go through this logical structure that I’ve got in my head, right? And more often than not, I tell them before anything happens, they need to fix what’s already broken. Because let’s say whatever marketing strategy you put into place, whether it’s delivered by my team and other agents, it actually doesn’t matter. There’s cracks in the wall, right? And all I am going to do or another agency is going to do is make that crack wider and longer. Yeah. And until we until we fix that crack, there’s no amount of marketing that’s going to give you what you need and that what you need, maybe growth, maybe different types of patients, maybe more revenue, whatever your lofty goals are, right? We need to take a step back and say, Well, guess what? In an NHS practise, no one’s ever tried to fix that. Or at least you know, that’s not.
[00:25:49] There’s no need to is the only constant supply of patients.
[00:25:53] There’s not that focus on fixing that right. So then it becomes a whole learning and unlearning process, right? So, you know, take you back to the question you asked me earlier, Is it teachable Prav? Yeah, it just depends on whether your team are coachable. And often the conversations I’m having with with principals is this that that person needs to get off the bus. That person is absolute gold. Yeah, this person, we can develop and grow. And I know that right. And however, you know, I’ll go in with a completely unemotional attachment to any human being in that business, and I will no have to spend in an hour or two on Zoom speaking. You know, sometimes we we do like a full practise audit where I interview team members in isolation
[00:26:43] And I’ll know with a
[00:26:45] Pretty clear degree of certainty because I’ve owned practises myself. I’ve worked with lots of practise owners. That person ain’t going to change and they’re not interested in change. And I’m doing this for four years. Yeah, they’re getting to the end of their career. Yeah, they don’t want to start skipping when a patient walks through the door and start asking them which type of mocha chocolate they want. Yeah, they’re not interested. Yeah. And so and so some people, unfortunately, if their goal is to reach whatever that goal is, some people will inevitably have to get off the bus and that becomes a hard, soft pill to swallow for the principal or or they move them to a different role within the practise. There’s always a solution. But yes, it is teachable, but it depends how coachable those those team members are and how excited they are for the vision, right? What that means
[00:27:37] Is the principal has, you know, has to take some, some some responsibility as well. Prav, right?
[00:27:43] Or listen, I believe all the responsibility, right? So, you know, when some people are looking at this and saying, Oh, OK, you know, this person’s not doing this or this person didn’t answer the call, this person didn’t follow up three days after, right? So they’ll say to me all this stuff, and I always turn around and say, You’ve got to look in the mirror mate. Yeah, yeah, yeah. Because all of these things that are happening are down to the person that I’m looking at right now on this Zoom call. Yeah, it’s our failure, either in leadership, not knowing what we don’t know. So lack of knowledge, right? We can’t just say it’s our fault and I’m out to blame because sometimes they just don’t know, OK, and then it’s an education for them. But ultimately it falls flat on its face with whoever’s driving and steering that ship.
[00:28:31] I mean, the thing is Prav, even from a, you know, I’ve learnt this kind of hard way, even from a day to day management perspective as the principal. It makes a lot of sense to blame yourself and take full responsibility. Because otherwise, your day is determined by that other staff members mood. Yeah. You know what I mean? You know, at the end of day, if she’s if that person is wrong, you hired her, you can fire her. You know, taking responsibility is really important. But the other thing is, you know, people look for tactics, don’t they? So let’s say a tactic could be have a team meeting once a week or a team huddle once a morning, once a day. Yeah. Mm hmm. The me and you know the idea that when you have your team meetings with your team? Mm hmm. That’s a whole different thing to when I have team meetings with my team. Completely different situations, totally different things come out of it. You know, it’s it’s to do with what that meeting was. Well, some people think, Oh, OK, a meeting. That’s that’s an important thing. And as if as if just having the meeting, it’s you know what goes on in that meeting.
[00:29:40] And it’s, you know, that’s one of my pet hates meetings for the sake of meetings. Yeah. And for me, I always like to come out of the meeting with just three things to action. That’s it. Yeah. Anything more than that and anything longer than that for me personally and for my team that I’ve worked with for many, many years. Yeah. Anything more than that. All that happens is we come back to the next meeting and say, What about the other twenty six things that didn’t get done? Yeah, let’s focus on the three crucial results, right? The three actionable things and meetings. And you know, that’s the topic of a whole different podcast where we can talk about meeting rhythms, huddles, what KPIs are what you should be measuring. And I’m passionate about that, right? Because a lot of people sit down and and come out with a list of twenty seven or 50 KPIs, but then you ask them the simple question If that KPI goes north or south, what are you going to do as a result of that? And they look at you staring at you with rabbit in the headlights and you think, Well, are you measuring it then? We’re measuring something that you’re not you’re not going to take action if it moves up or down, right, the whole point.
[00:30:43] Maybe we should go, though. But I wanted to ask you something else before we go there. Tell me some of the horror stories.
[00:30:50] Would you be?
[00:30:52] Patient calls, upsets, do you do Invisalign, do you do enlighten? What happens next, I mean, have you seen some examples? Oh geez, man, just completely waste that leader, though.
[00:31:04] Oh listen. More often than not, yeah, my own clinics included, right? We’re not. We’re not immune to all of that right. People have bad days. Yeah. And also, you know, you know, it would be a big part of when, you know, when we grew our practise and practise growth right, without putting too fine a point on it. Yeah. Marketing strategy, this that and you get the get the enquiries through the door. It’s what happens next. Ok? And a structure and a process that we went through religiously. Week after week and month after month was auditing inbound and outbound phone calls. Yeah. And it tells you so much about your business. Yeah, you
[00:31:47] Have your team listened on times to, right?
[00:31:50] Yeah, yeah. But we’ve we’ve I reckon. Me and Joanne sat down probably about a year ago, and between us, we’ve listened to in excess of 10000 phone calls between patient and reception, TCO or whatever. Right? We’ve heard it all right. Everything from munching on a bag of quavers while they’re talking to the patient slurping tea. Yeah, right down to almost like the the pissed off police, right? That what the hell are you doing? Calling me disturbing me? Yeah. Oh yeah, you want Invisalign? It’s five and or the pre judgemental thing where a patient asks, Oh, you know, how much is this that and the other and the receptionist was, We’re a private patient. We’re a private practise, you know, and the patient goes, I know that that’s why I’m ringing you, and it’s almost like they prejudged them, right? And sometimes it comes down to accent and dialect, right? Internally, some of us are very pretty judgemental. So I’ve heard people with like, let’s say, an Indian accent or whatever foreign accent, right? And and the receptionist on the phone sort of prejudging that patient. And we’ve had training calls around that where we where we essentially at random, we pull 10 calls a training session. We’re always revolves around ten calls, right? So we pull ten calls randomly random. It has to be random because when you’re training the team, you got to take the rough with the smooth. Out of those 10 calls, there’ll be some really juicy golden stuff where they’ve done stuff, right? Ok. You don’t just want to pick out the bad stuff, right? That training session has to have positives and it has to have all positives, right? Even if they’re negatives there and how you frame that when you’re sat in a room with those people and they’re listening anxiously, right? Wondering if their voice is going to come up next and then amongst their team shitting themselves, right? So you’ve really got to explain to them the reason we’re doing this is so that you can all get better.
[00:33:47] And if you’ve got some mistakes and you’ve caught up and you’ve had a bad day or whatever, it is brilliant, we’re going to fix that today as you want to listen to the mistakes so you press, play war or sat round, and sometimes the phone rings and rings and rings and rings and rings, and then eventually someone picks up and you’re like, Whoa, OK, the phone’s ringing for too long. Maybe we need a call answering service. If that’s happening too often, then the next one is it rings and rings. Patient picks up. How are you for it to get done? How can I help you? And it’s like, Sorry, where? Who? What’s your name? All right, let’s get this first part of the call. Tell them your name. Clearly who you’ll speak the very basics of telephone, right? Then we move on to the next step and the patient says, I’m looking at your Invisalign offer and of notice. You given a free way, free way. And the receptionist on the other end goes really doesn’t know the offer, doesn’t know the offer. So then there’s an issue between marketing and sales, right? And we need better communication. Already, we’re figuring out just by listening to the calls what’s broken in in the systems of the practise, right? And then we go on further and the patient doesn’t realise that the receptionist doesn’t realise that this patient’s main issue is phobia, not the cost or the price. So we pick up on little cues.
[00:35:02] Yeah, but you don’t come down. You don’t come down on the individual who took the call. Oh God, no. You’re very sensitive to that.
[00:35:10] You have to be right. And look, I did do at the beginning with my own team, and I was the worst human being in the whole business. Yeah, and then realised very quickly when I had a lot of negative feedback that hold on. This needs handling a little bit more sensitively, right? And I just did my tact right. I coughed up at the beginning, but listening to your phone calls? It’s a great thing it teaches you so much about your business and having somebody like us. Listen, there’s probably about six or seven coaching points on every call, right, that you may or may not pick up. But the most important thing is doing that regularly. You do that as a one off event. Once a year. You don’t even bother. Forget it. Right? Were you doing it once a month?
[00:35:55] So were you shutting the practise once a month for a couple of hours to do that?
[00:36:00] No. So what I do is I would be at the practise. We don’t. We now do it with with our clients over Zoom, right? But what we do? We would just splinter off into mini groups. So it’s really easy. Ok, so we’d have like three nurses, two receptionists upstairs with me. We’d go through the same coaching course, right? They’d go down, swap over three nurses, blah blah blah, so on and so forth. So we do two three sessions, OK, which meant we didn’t have to shut the practise down in my own clinic, and we had the luxury of me being able to go there and spend a full day, right? It’s not obviously not practical for for all of my clients, for me to do that and for them to be able to afford to do that. So often what we’ll do will arrange coaching calls over a lunchtime in an evening or whatever, maybe go through five calls instead of 10. Prior to doing that, we download those 10 calls. We then listen to those calls and we create some coaching notes and then we play them back. And the one thing that we’re trying to do during this whole period is have the team coach themselves, if that makes sense.
[00:37:04] So by the time we get to session four, we’re saying, OK, what were the good points? What the positives, what the negatives, what could have we done better here? Bom bom bom bom bom. And then I just chip in with my this just one little thing I would have done differently just to make this better. And look, even if you know we look at it and say, what’s the aim of that phone call? It’s to get a booking, right? Book a consultation. That’s what we’re trying to do. Half the calls where they book the consultation could have been handled so much better, right? Whether it’s that that was a 20 minute call, that could have been five, whether that’s it could have been delivered in a better way, whether that’s they could have mentioned the USP of that particular dentist, surgeon or whoever it is they’re trying to sell to the patient. Yeah, whether it’s telling them about what’s going to happen next, whether it’s saying good bye in the right way.
[00:37:56] Yeah, yeah, yeah. It reminds me of I mean, it’s nothing to do this, but it reminds me of, you know, like you go to Marks and Spencer and pick up a tub of vanilla ice cream. Mm hmm. Doesn’t say vanilla ice cream? It says Madagascan vanilla
[00:38:11] With frickin pods,
[00:38:14] Vanilla or something? Yeah. Yeah, yeah, yeah. That’s what that’s the description of it. Yeah, yeah. So when you when you’re saying, oh, when the the patient calls up and says, I want to talk, I’m thinking of having a consultation with Dr. O’Hara. The receptionist is trained to say Dr. Bahar is one of our top implant surgeons or whatever.
[00:38:33] Let me just take this a few steps back. That patient we went back to has got money in his pocket and can choose wherever the hell they like to spend it. Yeah, and they may ring three or four practises,
[00:38:45] By the way, including not a dentist. They could. They could book a holiday in Thailand instead of turning this year. That’s important. Yeah, yeah, yeah.
[00:38:52] Yeah, yeah, yeah. Absolutely, absolutely. But let’s say they’re on that journey of exploring. They ring three or four places. The one of the things I tell my team is this I want that patient to get off the phone and think, Crikey, that was memorable. Yeah. In comparison to the other three calls they’ve had. Yeah. So I want that to leave lasting impact for them to say well. That person’s been doing it for a decade. They train other dentists, whatever those usurps are those two or three little points, right? They also said they offer this Dental monitoring products where they allow me to take pictures from home and beam them across to them on whatever, right? So whatever all those usurps are the dentist, but
[00:39:39] You’ve trained,
[00:39:40] You’ve trained the star hundred percent me otherwise
[00:39:43] Trained the staff to say, Look, Cow Pressure’s USBs up A, B and C the next dentist.
[00:39:47] Us yeah, yeah. Yeah, yeah, yeah, yeah, yeah. And every call and an implant call an ortho call, a general dentistry call, a cosmetic call about veneers or composites or whatever. The call is identical. Their patients are greeted in the same way they treated with the same respect. All of them may have phobia irrespective of treatment modality, right? And this just that little bit in between. Yeah, do you know what? You’re in the best possible hands here? Yeah, you’re going to come and see Dr. Behera just to let you know he’s been doing this for 20 years now. He’s done X number of cases and there’s other dentists in the local area that choose to refer their complex dentistry over to over to Dr. Behera. So you’ve come to the right place. Yeah, you could be difference to a massive difference.
[00:40:37] It makes a massive difference, you know, because the next call? Yeah, we’ve got time at 12 o’clock.
[00:40:44] Yeah. Can you tell me about your Invisalign? Yeah, it’s a clearer line that it’s straight into. It starts at three and a half thousand pounds. You get free whitening underneath a £35 deposit to book the appointment. Would you like to book? Uh, no, I haven’t got my card on me. Ok, see you. Bye! Bump down. I got one more paperwork. Hmm. Yeah. And sometimes I listen back to those calls with the principal, with the T, and I asked them, Can you just give me commentary on that call? I cast no judgement at that point. Yeah. And they say, Oh, well, that was good. It was really good. Yeah, yeah. They gave the price. They did this. They said, we got availability, blah blah blah. And they say, OK, let’s try and elevate that experience now. And let’s try and think about the three calls
[00:41:26] Costing my mind back to when I was a dentist. I would, you know, defensively, let’s say you were coming to my practise and you start saying this stuff. Yeah, defensively, I would probably say something like, I’m not interested in the kind of patient who goes around calling six practises, and they’re probably a price shopper and all of this. But. If you’re looking for massive growth, massive growth comes with taking care of all of these different things, isn’t it? It does, but
[00:41:54] The point you make there is really important because it’s valid, right? So I’m not interested and I say the worst thing that you can possibly do is stick a patient in front of a dentist who thinks they can get their teeth straightened for a thousand quid. Yeah, because you’re wasting, you’re wasting the dentist’s time, you’re wasting the patient’s time, and no one’s going to get any benefit out of this. So, yeah, not interested in these patients who were shopping around or want the cheapest price? That’s cool. So we make sure that we say something or the narrative that is explained to the patient repels the sort of patients we want to repel and attract the sort of patients we want to attract. There’s nothing wrong with that. Yeah. So I work with some clients who who are at the upper end of the price scale. The ad campaigns point to the fact that we’re at the upper end of the price scale. And if you’re a discerning patient, this is where you should be enquiring right now. And then the conversation revolves around that, OK? A lot of people say you shouldn’t talk about price on the phone, and I totally disagree with that. Yeah, me too. I think you should be giving at least an indication. We have conversations with clients all the time and they’ll say to me, So are you going to write to me? You’re going to give me a proposal of costs and this that and the other more often than not, I said, Listen, I’ll give you a rough ballpark.
[00:43:15] Now this is why it’s going to cost to work with us. Yeah, X, Y and Z. I will write to you. I’ll put it all in black and white, and it will vary, you know, 10 percent in either direction, roughly. This is what you’re looking at. And and at that point, you know, at least you’ve managed their expectations and they realise, OK, you know, we’re out of price bracket here. This ain’t working or, OK, I can afford that. I’m willing to invest that into my business. And it’s the same with the Dental patients, right? Is that be transparent upfront about your prices when it comes to talking about price. I believe that you should believe that what you are providing is exceptional value because if you don’t, that will come across in your voice, in your explanation, in the words so that you choose to use. Yeah, it’s going to be about three and a half grand. Is that OK? Yeah, versus a more confident delivery of that.
[00:44:09] So, you know, I know, I know on this podcast, we’ve been through this sort of thing before, but I think we should we should continue. The Leaders called the receptionist has done. That bit, she’s big up the dentist in the practise. Mm-hmm. Either the patient has booked in or the patient has, and then there’s a follow up process that you’ve you’ve trained the practises on and and that’s a deep thing. It’s not just a call. Once again, there’s an email, you know, depending on what, what the what the objection was. If if the guy said, I’m looking at Turkey, you’ve got you’ve got something to send a video, but
[00:44:47] I’ve got a video of that. Yeah, yeah, yeah. Yeah, yeah, yeah.
[00:44:51] So then let’s let’s fast forward, you know, obviously the systems need to be right. We’re talking about this in private practise. There’s there’s a shortage of patients, so patients are absolute gold. To follow up with patients is absolute got, let’s say the patient is booked in. And then I set the bit about the receptionist the first impression of the practise. Not to mention, you know, we forget this when we’re dentists here, that the patients got no idea what’s going on in his mouth, no idea what’s going to. Then he has to go on is the deck or the people. Yeah, that’s that’s what he’s got to go on. So if your front door is peeling, the paint is peeling on that front door, the patient’s going to make more decisions about the kind of dentist you are from your front door than from the filling you put in his mouth because he’s got no idea what’s going on in his mouth. He doesn’t know you used the right matrix and wedged it properly.
[00:45:47] And you know, I’ve got a story for you about that, right? When I first got into this game, yeah, I went to a new practise in Manchester Square and near Manchester Square, central London, and I consider this part of my training. He said to me, Prav, I want you to sit in every chair in my practise and have a good look around and tell me what’s wrong. Cracks in the ceiling, whatever you see, just call it out. Yeah, then I want you to go and sit, recline in every Dental chair and tell me what’s wrong. Ok. I thought, bloody hell. You know, you’re right, yeah, because while I’m staring up there with these orange glasses on or whatever right, I can see every crack in the ceiling, every cobweb, every little bit of dust. Yeah, and that’s a that’s a reflection, right? You go into a restaurant, you know, what do you do when you go? You go through wigs or whatever, right? You go to the toilet. And it’s like. Yeah. You may judge that restaurant based on the on the pre-dinner, you know, toilet break you took
[00:46:57] In the restaurant, you’re eating the food so you know what the food is like in a dentist. You have no idea, you have no idea what you need doing and you have no idea whether the guy did it right or not. No idea at all. This is really particularly cat candidly like causes pain sometimes, but sometimes the best dentists are the ones who do. They’re not particularly grateful. Yeah, because there are certain things in that where you have to push hard and you have to, you know, wedge it properly. In all these things, you’ve got no idea, but no idea what’s going on. So all you have is everything else and that goes down to people. And then, yeah, buildings.
[00:47:34] Yeah, yeah, right. But but but the whole beautiful thing, right? You don’t have to have a beautiful practise for it to be incredibly successful. I’ll hold my hands up and say, Look, our practises in terms of décor and beauty. Yeah, are probably right down there. Yeah, I’m not. I’m not saying that, you know, you’re walking into a pit, right? Nothing special about, you know, this is not a Gucci boutique hotel, five star hotel like that you see on Facebook and Instagram these days where dentists have elevated that right? And I often get asked the question, Does it need to look like a hotel? Do I need to spend this much? No, absolutely not. Absolutely not. Because what’s more important than all of that is that initial conversation they have with the team, the rapport that they strike up with you, right?
[00:48:27] People are as important.
[00:48:28] Yeah, yeah. And and then you know what? They’re a bit more forgiving about the little cracks in the walls and things like that that’s, you know, less important, right, that you can put as much paint and polish and plaster on your walls as you want, but you’re never going to cover up that human touch.
[00:48:45] Let’s get down to we both know there are some dentists who will see you can probably think of in your own practise. Yeah, if the same patient in front of one dentist and in front of another dentist. Mm hmm. And the examination, the treatment plan, the case acceptance. We haven’t yet got to. He started doing any treatment. Mm hmm. Just that we both know there are some dentists who are particularly good at, you know, and I think it comes to, you know, how good you are, what you think you can deliver. You trying to do comprehensive dentistry to try and do single tooth dentistry, single arch dentistry. You know, what is it that you can achieve at the same time, though? I don’t think we need to worry if you’re an NHS guy going to private, and I think you need to particularly worry that I haven’t got skill because everyone has a level of skill above which they they can’t go. And one of the nice things in dentistry is you can either keep it very simple, you know, don’t go into the whole full mouth thing. If you don’t, you totally feel like you’re you’re up to it or you can refer for that piece. So the anxiety that people have about I don’t have the right skills. I think that’s a bit over edge. But the first question about showing patients what’s possible, getting them to accept, do you think that’s teachable? I think, you know, there are courses, the whole courses on that actually, after all that stuff,
[00:50:11] Without question, without question. And yeah, and look, I’ve seen associates principles just accelerate their their treatment plan case acceptance, right? Just by adapting a logical, structured approach until they find their own groove. Naturally, there’s people out there who who are just they’re born to sell. Yeah, yeah, without putting too fine a point on it that the way that they can communicate things and are really easy to understand way the rapport that they build up and the energy between them and the patient. You can’t teach them anything, man. It’s just their right. They just deliver and convert and whatnot. And you know, there’s there’s very few of them, but they’re there, right? And then the rest of them, things can be improved. I can sit in the consultation and say, Listen, mate, you know, all that stuff. You were talking about osteo integration, doing a stance this that and the other, the angle of the implant, all that sort of stuff. I stick it in your consent form or something, right? But that that conversation that you’re having with the patient right now? Yeah, Johnson, about the human impact of what you’re about to deliver, how it’s going to affect your husband, wife, children, social life, the foods that you have access to now. Yeah. And the happiness, the confidence that we’re going, whatever those little bits and pieces
[00:51:37] Are peace of mind. You know, a lot of times in Leinster, you’re selling peace of mind. Yeah, we don’t. We don’t even realise it. When you’re selling that crown, you’re selling peace of mind.
[00:51:45] Yeah, we are. And confidence, right? So other patients is. It is a big thing, right, and one of the things I’ve spoke to a lot of my principals and associates about is you use the art of storytelling is really powerful, really, really powerful, right? So if a patient comes in and you say to them, Do you know what you remind me of? Sure, I remember Sean Wright is an ex pro boxer. He came into our practise. He used to be full of confidence bouncing around that ring gear. But years of boxing took his toll. Dental neglect call it whatever you want hides in the corner, smiles with his mouth closed. Definitely doesn’t turn up to any dinners. Always walking around with a stick of glue in his pocket, running off to the bathroom, trying to fix it back in before he mumbles under his hand. Right? And that confidence he used to have in the boxing ring, he turned into a little mouse. Yeah, and it was awful to see Sean in that position. And when we implanted those solid set of teeth into his mouth, just look at this photograph. He’s right in the front beaming, Yeah, look at his social media. Phe is actually showing his teeth. He’s got that confidence back. And now he’s running boxing classes, teaching youngsters how to build their confidence. Yeah. And that you remind me of Sean. When he first came to see me,
[00:53:04] I think I take it Sean existed. He did.
[00:53:06] He did. No, no. Let me go. No, no. I didn’t make it. Or make sure sure I’ve got Sean’s video because anyone here who wants Sean’s video sent me a message. I’ll send you the link. I’m not that good.
[00:53:22] Yes. So that story piece important.
[00:53:25] Really important, really?
[00:53:27] Did you have associates that weren’t very good at this, that you trained into being very good at this? Yeah. Yeah, important. Ok. We move on. So case acceptance or not? Yeah. And then, of course, the follow up of not OK, the training of that, yeah, dentist then starts starts the actual treatment, and I can’t emphasise enough painless. I think if as a dentist, if you can be painless, if you can be nice and if you can work hard, you’ll be fantastically successful, fantastically successful. You know, you don’t need to be a super duper dentist, but painless. It was really important, the gentleness, super important. You know, I think more important to be a gentle, painless dentist than to have full mouth Dental skills. You know, that’s how important I think it is. But let’s talk about getting becoming a better dentist, choosing the dentist you want to be and then getting the education. So, for instance, if you want to be a full mouth dentist, then I would certainly look at know some of those courses. What you guys is has a bunch of courses on that, right?
[00:54:44] Yeah. Look, I think choosing the right course provider comes down to a few things like, you know, I could step into a dentist shoes and say, Well, who would I choose, right? And anything that the IRS is delivering, I’m I’m 100 percent biased. Ok, but let’s talk about, you know, let’s talk about courses that the IRS doesn’t offer, right? So implant dentistry, for example, right? Let’s say you want to do, you know, sticks and metal rods in someone’s mouth and transform them in the day? Yeah. Whose course would you do? What research would you would you undertake to figure out whose cause you’re going to do? Are you particularly married to a specific implant system? Is that the thing? And then you look at the providers in that in that area. Do you want to take a course where you can you can actually practise live on patients under guidance and mentoring? Is that your thing? Yeah. Do you then get additional mentoring outside of that classroom where you can pay for a mentor to come into your clinic and, you know, deliver some kind of hands on training for you? You need to figure out what is it and what your pace of learning is, right?
[00:55:54] You don’t Prav Prav not to mention that the two dentists on the same course. Will some of them will take totally different things from it and totally. I mean, you do that simple thing about if I’m going on a course, contact the the organiser or the lecturer before I get there. It happens occasionally, you know, on on, on on most Vamika, I think we we teach four hundred people a year. Yeah, three or four times a year, someone contacts me or Dipesh and says, Hey, I’m coming on the course at the weekend, really looking forward to seeing you. I mean, it’s just you imagine that’s like such a simple thing, but that guy ends up becoming like, like getting more attention when he walks in, Hey, you know, remember me? I contacted you. Oh, yeah, of course he did. Then during the course, you know, we already know each other and then post course and and all it was was just one email, one one text, social interaction. I’m looking forward to coming to the course, of course. You know, I had a conversation with Matty Parsons. Yeah, and I asked him, You know, why is it, you know, he came on our course and then went on to become one of the top composite guys in the country? Why is it that he did that and accelerated like that? And then there are other people who come on on our course and never put it into practise and depression. I actually, you know, really, we feel really bad about it when that happens, you know, the person came and we didn’t give them the confidence to go ahead. But my point is it’s not about what course you do, it’s about what you get out of the course that you do in the practise that you put in. And the course is the beginning of the journey, not the end of it.
[00:57:40] And and a lot of it comes down to, are you are you and execute, sir? Yeah. And now you’re in an environment that facilitates you to be able to, first of all, practise, deliver and hone that skill. Yeah. Ok. So I go on day purchase course, I learn how to do these sexy composites, right? But the next patient walking through my door, who needs that? Yeah. Or who desires that or who wants that? It’s going to be in two months time? Mm hmm. Yeah, I can’t execute it. And so, so you know, one of the things that we advise is that have these patients lined up before you go on the course? Yeah. Whether you’re doing it at a discounted rate to start with friends, family members, nurses, whoever it is, get your hands. You know, get your hands stuck in to practising what you’ve learnt in the shorter space of time between when you left the course and when you start practising.
[00:58:40] Yeah, so true. And when you
[00:58:42] Start delivering volume, you get more confident and then you’ll go back to you guys on your forum. Ask Dipesh a question or you a question or whatever, and you get a bit of feedback and then you’re off, right? They’ve had that little push and then they can come back and watch the course again, right?
[00:58:57] Six months later, they can, you know, Matty put it down to two patients. One, his nurse. Yeah, but his nurse said to him, Can you do composite veneers for me? And he said, Sure. And he tried to do it over a lunchtime and totally messed it up. And and so he had to fix what he’d done. So he came on the course and then he had to go and replace the work. Yeah. So he had his first case done already. And then the second case was the friend or family. You know, those two cases, he puts down his whole success to that. So, yeah, OK, so what you get out of the course important. So don’t just think course, which costs think about what you’re going to get out of the course. Yeah, yeah. And then, you know, we go, we move on, right? I used to tell my nurse to call up three or four patients every day and just say, Dr. Langroudi wanted to know if you were okay. Yeah, yeah. And she would say, Oh, who should I call? And I say, you know, work it out, man. The one who had the C.T., you know, the one and the fact that I used to leave it up to her, she used to quite enjoy that fact.
[01:00:05] And the first few days she would tick them and then she would check with me, say these right? And after a while, it was like obvious she would deal with it the amount of pleasure my nurse would get from the good vibes that the patients would send back. Hmm. She she was actually it was actually like a nice thing for my nurse. You’d imagine it’s a chore, right? She’s got to call these four patients every day, but she’d come back every day. She’d tell me, Oh, Mrs. Mrs Smith was so lovely on the phone and you know, people don’t expect that call, you know? And then the patients would think, you know, Dr. Langroudi asked me to call you so that would make them feel good. Such a simple thing, right? Such a simple thing, but important important. These little things are important in private industry. Next time you go to a high end hotel like Prav was saying, or a place, any place where service feels good. Obviously pay attention to what was it about that that made it feel good and then be of service to your patients in private. Then you’re going to be of service to your patients.
[01:01:03] Yeah, yeah. Without question and just just, you know, I often sit back and just pick little things up, right? Sometimes a little notes tell. You know, I’m that guy who sort of says, OK, when I went to that restaurant and this guy came in, he told me this story about this and maybe I’ll go away and write a blog post on it or something like that, right? Just just on reflection. But I do take notes when when I experience exceptional customer service and try and figure out what’s going on, what did they do? What were the little words, you know, that made you feel a little warm and fuzzy, that ready break feeling where you start glowing inside, right? I notice these things right, because because we’re in that game.
[01:01:48] All right, man. Well, we’re coming to the end of our time. Just three questions for, you know, so I mean, I’m sure we haven’t covered it all. But you know, if you do want to contact us about anything that we’ve said on this? Feel free. It’s becoming a hot topic, becoming a hot topic. It is people deciding to leave and I get it, you know, I get it. I remember when I did my VTT, the idea that a third party was had any sort of influence on my relationship with the patient. That idea used to piss the hell off me that that’s I hate that idea. Yeah. And and now nowadays, the idea that such a big part of our workforce is figured out. It’s become a specialist at how to handle that third party. Yeah, like more than half the workforce has become specialists at how to manage the NHS system rather than taking time doing these courses and things that we’ve been talking about making their practises better. Yeah. So for me, you know, much as much as it would be nice if there was a lovely working NHS, there hasn’t been for the last 20, 30 years. And so it’s, you know, it’s time that people now think about what they’re going to do next. And of course, some will stay. Some will go over and there’ll be the sort of the independent, cheaper, private and then some will be those other ones that I said that would be up. They’re going to want to be the best practises in their in their town.
[01:03:25] Yeah, look on that note. Final closing note, right? A what is the best practise? And B, where do you want to go? Right. And I’ll I don’t. I don’t. I don’t really want to name this client simply because he’s not on social media and chooses not to engage and is not a super duper dentist, right? We spoke about this last night, but that you don’t need to be special to be successful. And I will say that this guy is probably my most successful client. He runs a practise that doesn’t turn over a great amount of money by any by any measure of this, whatever yardstick you use. Yeah. But you came to me and he said, Prav, I’m working five days a week. Yeah, I’ve got a practise that I’m incredibly busy in and I’ve got some twin boys that I want to spend time with, and I don’t want to miss them growing up. Ok, fast forward 12 months later, we’ve got him to a position where he’s working two days a week. He’s the fittest and healthiest he’s ever been. Yeah, and he’s spending loads of precious time with those boys. Yeah. And in my mind, yeah, he’s my most successful client.
[01:04:34] Yeah, he’s mine. He’s defined what success is and he’s achieved, defined
[01:04:38] What success is. And it doesn’t have to be driving these flippin super cars and, you know, living in a mansion. And, you know, he doesn’t even have a Facebook profile, right? And that’s my that’s my closing note.
[01:04:53] That’s beautiful, buddy. That’s beautiful. Yeah. All right, man. Where are you on the other side?
[01:05:00] This is Dental Leaders, the podcast where you get to go one on one with emerging leaders in dentistry.
[01:05:10] Your hosts Payman Langroudi and Prav Solanki. Thanks for listening, guys. If you got this far, you must have listened to the whole thing and just a huge thank you both from me and pay for actually sticking through and listening to what we had to say and what our guest has had to say, because I’m assuming you’ve got some value out of it.
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