Prav Solanki: It just wakes them up. Right? And this is the thing that the way I look at a CRM system, [00:00:05] it’s there to deal with the initial inquiry. It’s there to teach your team what to do [00:00:10] and when, and manage that flow of when to call them a second time, a third time or [00:00:15] fourth time. They shouldn’t have to send themselves set themselves tasks. The system should automatically [00:00:20] do that for you, so you don’t need to think when you’re using it. Push that to one side, mate. [00:00:25] What it should be doing is waking up your inquiries periodically, but on a one [00:00:30] by one basis rather than in in mass, right? So hey, Prav inquired [00:00:35] three months ago, send him the seven word email, perhaps not responded for [00:00:40] ten months. Send him the Break-Up email Prav hasn’t booked a consultation [00:00:45] yet. Ask him to send us a selfie of his teeth so that we can show [00:00:50] the dentist to give him some advice because he’s not quite ready to come in. But is he ready to send [00:00:55] us a photograph of his teeth? Let’s try that one. And then so many patients respond with their picture, [00:01:00] right? So they’re one step further to coming in, one step closer to coming.

[Voice]: This [00:01:05] is Dental Leaders, [00:01:10] the podcast where you get to go one on one with [00:01:15] emerging leaders in dentistry. Your [00:01:20] hosts Payman Langroudi and Prav Solanki.

Payman Langroudi: Give [00:01:25] me great pleasure to welcome Prav Solanki onto the Dental [00:01:30] Leaders podcast. Some of you might have remembered Prav used to be used [00:01:35] to be a host on this on this show, but uh, once again, perhaps gone missing. And, uh, [00:01:40] lovely to welcome you back, my buddy.

Prav Solanki: Thanks, pal. It’s it’s a real pleasure and a real privilege to be invited [00:01:45] to this podcast and, uh, to be a guest on it. I’m a big fan. I listen [00:01:50] to it every week on my commute to work.

Payman Langroudi: Talking of commutes, um, once [00:01:55] again, I’ve been out and about, and the number of you that keep coming up to me and talking about your [00:02:00] commute, listening to Dental Leaders, it’s such a such a massive honour to know that you [00:02:05] choose to listen to a Dental podcast on your way to your practice. And once again, [00:02:10] we were saying, you know, not not, not everyone hates their job so much that they want to get away from it all [00:02:15] the time. So Prav where have you been?

Prav Solanki: Lucky to add to that, buddy. [00:02:20] You know, even though I’ve been missing in action. Um, even now, like, every time [00:02:25] we get a discovery call booked with a client and, you know, they’re interested in whatever marketing [00:02:30] services or whatever it is, we always ask, like, you know, how did you how did you come across? [00:02:35] And some people say, yeah, I follow you on social, but even that I go missing in action quite a lot, right? The [00:02:40] vast majority of people have heard an episode that resonated with them [00:02:45] or have listened to, have discovered me through the Dental Leaders podcast. Right? So, [00:02:50] um, it’s really nice to hear that the community are tuning in to the [00:02:55] podcast and, um, getting some value out of it and, and continue to do so right in my [00:03:00] absence.

Payman Langroudi: Yeah, I like I like to hear that, but bearing in mind you’re never on so. [00:03:05] Yeah. Yeah, yeah.

Prav Solanki: So listen, I’ve got you to thank for this, mate, because [00:03:10] you’re doing all the hard graft and, um, and the intro says, uh, what does it say? Something like, [00:03:15] um, hosted by Payman Langroudi and Prav Solanki. [00:03:20] Kiki. Kiki or something. Something like that. So, uh, it’s funny.

Payman Langroudi: Because now there’s a Payman [00:03:25] Langroudi on, um, uh, mind movers, you know? Posted [00:03:30] by Rohan Eskander and Payman Langroudi Didi. So [00:03:35] now I know how you feel. So where have you been, buddy? Where have you been?

Prav Solanki: What I’ve been busy doing. [00:03:40] And we’re going to make a pretty bold statement. Pay. I’ve been busy in the depths of creating [00:03:45] what is the best Dental CRM system in the world? [00:03:50]

Payman Langroudi: Crm, customer relationship management. So obviously I know all about CRM systems [00:03:55] because we run our business with the CRM system, a database essentially of [00:04:00] the state of customers and potential customers. And [00:04:05] in ours it goes, you know, I don’t know, lead prospect, lead [00:04:10] customer, and then great customer type thing. Um, how does that relate to a dental practice? [00:04:15] Explain that to me.

Prav Solanki: So in a dental practice, um, I think the way I look [00:04:20] at it and the way I’ve always looked at it, right, is that sales and marketing are [00:04:25] two things that need to be so intertwined that [00:04:30] employing a marketing agency to fix your business, or provide a silver [00:04:35] bullet to change your business is just the wrong way of looking at things. And [00:04:40] so what a CRM system does is it takes that inquiry, whether it’s come [00:04:45] from a website, a Facebook ad, a Google ad, any kind of marketing, and [00:04:50] amplifies the impact of that inquiry by following [00:04:55] or following up that patient in a way that elevates [00:05:00] conversion rate from inquiry to consultation, from [00:05:05] consultation to yes, from yes to completion of treatment [00:05:10] plan, from completion of treatment plan to multiplication. Google reviews, [00:05:15] Facebook reviews and referrals. Right. So it’s that end to end patient [00:05:20] journey. And in my mind, you know, whatever it is, a CRM system, whether [00:05:25] you pick something off the shelf like Pipedrive or HubSpot, and there’s [00:05:30] all these we’ve played with and used over the years. The biggest problem [00:05:35] that we found with them was the user experience, right? It’s a CRM system [00:05:40] should be developed for the end user, not the business owner, not [00:05:45] the business itself, but for the end user, which is the TCO, [00:05:50] the lead ninja, the receptionist, whoever is managing that flow of patient [00:05:55] inquiry right through to completion of treatment.

Payman Langroudi: I think one of the common difficulties [00:06:00] is that a lot of our team are enlightened. For instance, they live on the CRM [00:06:05] system. That is what they do. Whereas one of the difficulties in a dental practice [00:06:10] is getting the team to actually, you know, use it. Am [00:06:15] I right? And that’s where you’ve really been focusing in, right?

Prav Solanki: It is. And so the, [00:06:20] the, the CRM system that we’ve built, lead flow is a system that [00:06:25] is in it’s probably, I don’t know 30th version today as it holds [00:06:30] right. And so our first incarnation of it was actually in [00:06:35] my own practice in the Dental suite. And it was beta tested by a, by a whole bunch [00:06:40] of clients as well. Right. But the user experience was shit. Okay. [00:06:45] It was really bad. It was so bad that you needed to spend [00:06:50] a day training the team how to use it. Okay. And [00:06:55] then if a team member moved on or if another team member needed to jump on it because [00:07:00] somebody was off ill or on holiday or whatever, the whole lead management process [00:07:05] would become a nightmare, right? And that’s when we realised very early on that [00:07:10] this is about the user experience. And our whole aim was to [00:07:15] create a system that required zero training, that was so intuitive [00:07:20] that you log in and you know exactly what to do. Lead flow [00:07:25] tells you what to do. Call this patient. Call this patient for the second time. [00:07:30] Follow up this patient, ask the patient how their holiday was, etc., [00:07:35] etc.. Right. So that one of the biggest things is getting the team to use it and [00:07:40] what we, you know, the best and biggest feedback that we get from our clients [00:07:45] when they either move from another CRM system or nothing is [00:07:50] this makes life so much easier. And so the workflows and the [00:07:55] systems and processes that I’ve put into place and my own follow up process [00:08:00] that I believe every single patient inquiry should go through in terms [00:08:05] of follow up. And it’s my belief pay that every lead, [00:08:10] every inquiry, every new patient engagement that lands in your inbox, your [00:08:15] Google spreadsheet, wherever it goes. You should be following up that patient for a minimum of two [00:08:20] years.

Payman Langroudi: It’s crazy man. I mean, let’s, let’s let’s try and do [00:08:25] a, you know, side by side kind of analysis of what what things are like [00:08:30] sometimes when, when you get a new client or let’s go back to, you know, the times when, [00:08:35] you know, dentists weren’t using things like CRMs, how are things, what are things like? So [00:08:40] the scenarios I remember in dental practice, patient sends [00:08:45] an email, it may be gets answered the [00:08:50] next day or the day after. That was maybe the way I remember [00:08:55] it. No follow up of that. If the patient doesn’t come back, nothing [00:09:00] once in a while, you know, it was almost like you would get the patient despite [00:09:05] the practice rather than because of what the practice was doing. Talk me [00:09:10] through. You know what? What do you see out there when when someone starts using it? What were the mistakes [00:09:15] they were making and then how the software addresses all that.

Prav Solanki: So going [00:09:20] back to those early days pay where there was that okay, email may land like one of the [00:09:25] biggest things I’ve seen, right, is that all the inquiries are going into the junk folder. [00:09:30] Oh, God. And then, you know, lo and behold, a month later, two months later, six months later, we [00:09:35] find a ton of inquiries and junk that have gone unanswered. Right? I’ve seen that over the years. [00:09:40] Right. And it’s it’s one of those heart drop moments that when you see [00:09:45] that and you think, Crikey, what have we lost here? Yeah. But today, you [00:09:50] know, we’re all in competition hunting for these patients right through Google ads, Facebook [00:09:55] ads, organic search, whatever that may be, whatever your you’re investing in, right. [00:10:00] And when that inquiry lands like instant response [00:10:05] is insanely important. Right. So I’ll tell you what I see at the moment. The same. [00:10:10] So people are using sort of some CRM systems at the moment. The same auto responder goes out [00:10:15] to the patient. Right now, it doesn’t matter whether they’ve inquired about implants, ortho, [00:10:20] composite bonding, whatever it is, they get the same response auto responder, which is better than [00:10:25] nothing. Yeah. Which is better than nothing. Right.

Payman Langroudi: What does it typically say? Well, we’ll we’ll be in touch [00:10:30] soon sort of thing.

Prav Solanki: Thanks for your inquiry. We’re a practice that is, you [00:10:35] know, uh, centre of excellence in X, Y and Z. We offer [00:10:40] a complimentary consultation with a TCO. Um, a member of our team will call [00:10:45] you shortly and get you booked in. Maybe. You know, here’s a video about a patient journey, [00:10:50] whatever that.

Payman Langroudi: You’re right. That’s that itself is is relatively uncommon. I mean, what [00:10:55] percentage would you say do that and what percentage was it just land on a dead email?

Prav Solanki: It’s [00:11:00] really hard, right? Because I don’t I don’t work with everyone. [00:11:05] Right. And I don’t see all the people.

Payman Langroudi: You’re dealing with or the people you do. Most of them have [00:11:10] auto responders.

Prav Solanki: Well, they do by the time I finish with them. Right? So no, no, when. [00:11:15]

Payman Langroudi: You find them, when you first find them.

Prav Solanki: Um, a lot of people we’re working with or we’re speaking [00:11:20] to right now have got some kind of autoresponder or CRM system in place because they [00:11:25] realise the value of whatever they’re pouring into ads. Yeah, they [00:11:30] need to amplify that. So it just makes complete sense to have something in place. [00:11:35] The majority of practices I’m speaking to at the moment have something in place, right? Okay. A [00:11:40] lot of them have CRMs where they’ve not set up the Autoresponders, so they’ve got [00:11:45] it, they’ve got the capability, but they’ve not set it up right. And that’s one of the challenges here at the moment. [00:11:50] Right, is that you get a system and um, someone [00:11:55] says, here’s how to set it all up and set up all the email reminders and all the rest of it and write your own [00:12:00] copy and do it. Press these buttons and off you go. And most practices won’t have the time, the headspace [00:12:05] or the energy to set all of that up, right. So they don’t. But they’ve got some kind of system [00:12:10] to tell their team members. Call this patient. Now set yourself a task. Drag them into [00:12:15] another folder already contacted once. Follow a traffic light system. Follow once. Follow [00:12:20] tithes. Follow three times. Patient is now discarded, right. Whatever [00:12:25] their process is. Yeah. And then on a more advanced level, like what [00:12:30] we like, we’ve got default, almost like what we’d say is a very [00:12:35] minimum level of communication that should happen is that whenever a patient inquires [00:12:40] at any point, they should get an SMS straight away and they should get an email straight away. [00:12:45]

Prav Solanki: The email and the SMS should be contextually relevant to the nature of their inquiry. So if they’ve [00:12:50] inquired about implants, the email follow up should talk about implants, their implant offering, what type of what [00:12:55] type of implant treatments they offer, who the surgeon is, and then is there a complimentary [00:13:00] consultation, a fully paid assessment, what the investment of that is and what the next process is. [00:13:05] But immediately they should get an SMS. And hey Prav, thanks for inquiring about implants. [00:13:10] This is Sarah from Kiss Dental and when’s a good time [00:13:15] to talk? Yeah, you get that SMS patients respond [00:13:20] to that SMS. And you know what’s insane is that when we first [00:13:25] set that auto responder up for SMS, patients were sending [00:13:30] inquiries at 9 p.m., 10 p.m., 11 p.m. at night, they’d get the SMS. [00:13:35] They thought that person was there sending that SMS, right? So then say, when’s [00:13:40] a good time to talk? Patients should respond and say now, 11 p.m. at night. But [00:13:45] it was an auto text, right? So then we got feedback from our clients [00:13:50] which basically said, hold on a minute. I’m really I feel really bad because patients [00:13:55] want me to ring them at midnight or 11 p.m. or 8 p.m. and we can’t, and it looks bad. [00:14:00] So then what we did is we set up the auto responder to say if [00:14:05] it’s outside of opening hours, so you set your opening hours in the system, send this text [00:14:10] message.

Prav Solanki: If it’s on a weekend, send this text message. If it’s within business hours, send [00:14:15] this text message. Wow. That’s so. Imagine an inquiry comes in at 11 p.m. at night and [00:14:20] it says, hey Prav, thanks for your inquiry about teeth straightening. When’s a good time to talk? [00:14:25] Instead of saying that, it will say this. Hey Prav, thanks for inquiring about [00:14:30] dental implants. The practice is now closed, but I’m sending you a quick message so we can [00:14:35] catch up tomorrow. I’m back in the practice from 9 a.m. when [00:14:40] would be a good time to talk? So now the patient responds and says, oh, can you ring [00:14:45] me? Say Monday at two or this time? And then the important thing is to re-engage with that [00:14:50] patient and send them another SMS and say, you know, when you get in the following day, I’m going to ring you at this time [00:14:55] because there was another mistake we found, right? Which was this patient responds saying, [00:15:00] call me tomorrow at two. Tco comes to me and says, hey, I tried to call this patient [00:15:05] at two. They didn’t pick up. I said, all right, what’s if I asked you [00:15:10] the same question? And I messaged you and said, hey, can you meet tomorrow [00:15:15] at two? And you don’t respond, do I expect you to turn up? There’s no confirmation. [00:15:20]

Prav Solanki: So when a patient says, can you call me tomorrow at two, it’s really important that you [00:15:25] set that. Diary date right that time and you sms them back [00:15:30] saying, yes, I’m going to call you at 2:05 tomorrow. Look forward to speaking. Just that little [00:15:35] nuance in texting them back, saying I will call you is the difference between getting [00:15:40] hold of that patient and not yeah, yeah. And it’s so many tiny little nuances [00:15:45] within the communication journey that we’ve learned, um, when working with [00:15:50] clients and building this system that have really taught us a lot about the art of follow up [00:15:55] and what’s important, what makes patients respond, you know, the subject line [00:16:00] in the emails that you send to them, the content of the emails that goes out [00:16:05] to them really, really important, and then the timing of it, right, to reach out to somebody, [00:16:10] let’s say, three months after their inquiry and just [00:16:15] say Prav dot dot dot in the subject line and then in the body. [00:16:20] Are you still interested in dental implants or teeth straightening or whatever? That [00:16:25] works so much better than an email that says, hey Prav, you inquired with us some time ago. I’ve [00:16:30] tried to email you. I’ve tried to reach you a few times. Here’s some case studies about dental implants. [00:16:35] La la la la la. Would you like to book a consultation?

Payman Langroudi: Yeah, the [00:16:40] short.

Prav Solanki: Email has so much more impact. Such a high conversion rate. Yeah. Massive huge. [00:16:45] And it just wakes them up. Right. And this is the thing that the way [00:16:50] I look at a CRM system, it’s there to deal with the initial inquiry. It’s there [00:16:55] to teach your team what to do and when and manage that flow of when to [00:17:00] call them a second time, a third time or fourth time. They shouldn’t have to send themselves set themselves tasks. [00:17:05] The system should automatically do that for you. So you don’t need to think when you’re using it. [00:17:10] But push that to one side, mate. What it should be doing is waking up your inquiries [00:17:15] periodically, but on a one by one basis rather than in in mass, [00:17:20] right? So hey, Prav inquired three months ago, send him the seven word email, [00:17:25] perhaps not responded for ten months. Send him the Break-Up email. Prav [00:17:30] hasn’t booked a consultation yet. Ask him to send us a [00:17:35] selfie of his teeth so that we can show the dentist to give [00:17:40] him some advice because he’s not quite ready to come in. But is he ready to send us a photograph of his teeth? Let’s try that [00:17:45] one. And so many patients respond with their picture, right? So they’re one step further to coming [00:17:50] in one step closer.

Payman Langroudi: And giving advice to that patient shows massive value. Add from the practice. [00:17:55] Because most practices aren’t giving free advice to patients who haven’t even visited yet. And then [00:18:00] the guy thinks, well, these guys are really good, aren’t they? So tell me this Prav the process that’s [00:18:05] followed as far as when people are to call, when people are to send emails and [00:18:10] the content of those emails, is that the same for everyone, [00:18:15] or do you sort of bespoke it for different people?

Prav Solanki: So we spend a lot of time [00:18:20] getting to know the practice, but what I say is a consistent and [00:18:25] repeatable process wins every time than [00:18:30] an ultra bespoke process that’s different for each patient. Type around your staff, [00:18:35] around your practice. Right. Like, look, I’ll take it. I’ll take it [00:18:40] to exercise and sport. Yeah. You can come up with these crazy training routines [00:18:45] with, you know, these different like yoga, Pilates hits, [00:18:50] weight training, this, that and the other. Right. But but but then you can get bored or tired [00:18:55] or give up or whatever. Right. But the guy who just turns up every day, five days a [00:19:00] week and just trains is on that pathway to fitness and consistency is key. [00:19:05] Yeah. On what we what we’ve realised with development of the CRM [00:19:10] system. Yeah. Put everyone on the same program. For every one in exactly [00:19:15] the same program. And then if you want to build any nuances into your follow [00:19:20] up process, layer that on top of what we tell you to do. But don’t [00:19:25] deviate from the plan that we give you. Because we’ve had over a million inquiries through this [00:19:30] platform. We’ve seen the data, yet we’ve seen what works, we’ve seen [00:19:35] what subject lines works, we’ve seen what SMSes work, we’ve fixed things that [00:19:40] are broken.

Prav Solanki: And so when someone says, hey, I’ve got this idea, I’ve got that idea. Cool. Test [00:19:45] it, but don’t deviate from the plan, right? Just follow my follow up process [00:19:50] of how often to call, when to follow up, what time of day to call, [00:19:55] what device to call from. Just follow me on this. Just trust [00:20:00] me on this piece. Yeah, and you will squeeze so much more out of your marketing budget [00:20:05] than just having an ad hoc approach because you know, this person’s [00:20:10] off sick, or this new team members come and said, hey, I worked at XYZ Dental Practice and [00:20:15] we did this right. Let’s give that a go. So I have a process, and on the whole, [00:20:20] I feel it’s pretty robust. And if if every practice was to follow this with [00:20:25] or without a CRM system, you would elevate your conversion rates, right? Even if it’s just a call [00:20:30] follow up thing. What my system does is it allows you to basically, [00:20:35] it prompts you to take these follow up steps rather [00:20:40] than you having to remember or set yourself these tasks. Does that make sense?

Payman Langroudi: How often does the staff [00:20:45] member actually open it up, or is it always on in the background or always on buddy, always [00:20:50] on.

Prav Solanki: Always on? Yeah. So you’ve got it there. It’s got notifications [00:20:55] coming in. You can put patients on snooze so you can say, hey, look, this patient [00:21:00] inquiry, I’ve got to I’ve got to call them at 2:00. Right. So you say snooze till 2:00 [00:21:05] and then it’ll pop up in the window saying call this patient now right at 2:00. So you can set yourself [00:21:10] little notifications like that. But you know, it’s it’s always on. Patients [00:21:15] are always, always responding to SMS. And you know when you send [00:21:20] when when the, when lead flow sends them an automated email, what happens next [00:21:25] is that that patient will respond to an automated email. It pulls that into lead flow, sends [00:21:30] you a notification. And then you know, hey, this patient’s responded. Let’s re-engage with them [00:21:35] now. Right. Whatever that response is. So it’s always on. It becomes the heartbeat of your [00:21:40] practice. Really. Um. In that respect.

Payman Langroudi: So give me examples [00:21:45] Prav here of situations where the software has brought [00:21:50] treatment to life that would have gone, you know, I know, I know you can come up with 100 [00:21:55] examples here, but what were the things that people wouldn’t have thought? I mean, you said you just said [00:22:00] two years. Are there loads of examples of people who, 18 months after contacting you [00:22:05] start going ahead?

Prav Solanki: Tons, tons. I’m going to give you this analogy and you might. I know it’s been such a long [00:22:10] time since you held a drill in your hand, mate, but imagine so. So I’ll give you [00:22:15] this situation, right? I don’t know if anyone out there has had a consultation with a patient [00:22:20] and they disappear and you think, well, that was that was [00:22:25] a time waster. Whatever. Right? They just don’t go ahead with treatment for whatever reason. And then two [00:22:30] years later, they turn up in your chair and think, where the heck did that patient come from? I [00:22:35] thought you were long gone. Yeah. Every time I mention this to a clinician, they’re like, yeah, [00:22:40] it happens all the time. And you know why that is? It’s because life [00:22:45] gets in the way. Yeah, life gets in the way. And it has these funny things [00:22:50] of throwing things at you. Whether it’s financial restrictions, time restrictions, work restrictions, [00:22:55] work life balance, whatever that is. Right. And we see this so many times. [00:23:00] Right. And that’s why we’re following up for two years. Right. Because the one thing that we’ve seen [00:23:05] always talk about three lanes of the motorway, when I think about inquiries and leads. Right. So [00:23:10] I’m going to take you through that concept. Yeah. Of the inquiries that are coming in. Right. [00:23:15] Only 3% of them are fast lane buyers. The patients are going to inquire today, [00:23:20] buy today and transact today. Okay. About [00:23:25] 15% are middle lane buyers. What that means is they’ll inquire today, but they’ll make a transaction [00:23:30] between today and the next three months. Yeah, the next 90 days. [00:23:35] And it doesn’t there may be, you know, half crossing halfway across the middle lane to [00:23:40] the fast lane. Right. And so maybe they’re only 45 days away from making [00:23:45] that transaction or 20 days. But but let’s just put them in the middle lane. Right. The [00:23:50] slow lane buyers are buying over the next 18 months, and that comprises 50% [00:23:55] of the people who are engaging today, and 32% [00:24:00] are buying over 18 months later. Right.

Payman Langroudi: So it’s crazy. But based [00:24:05] on those stats, you literally will double your business by following up for two years. [00:24:10]

Prav Solanki: Yeah. And it’s insane. You know, and especially when you think about practices that [00:24:15] are doing. So so here’s the thing. The more expensive something is the longer [00:24:20] your decision making process.

Payman Langroudi: Yeah.

Prav Solanki: So it’s it’s more than double right. It’s [00:24:25] more than double. Because if it’s a big implant case or a big restorative case [00:24:30] or whatever, right. You’ll be considering that over a longer time. Yeah. If you close your eyes and think [00:24:35] about the last really expensive thing you bought and something you had to borrow money to buy. [00:24:40] Yeah. How long did that decision take and why? Why do we always give this example? Right. [00:24:45] If you think about something really expensive you had to borrow money to buy. It’s because our patients often [00:24:50] have to borrow money to buy teeth, right? Whether it’s, you know, a mouth full of veneers, [00:24:55] um, ortho restorative work, implant dentistry. [00:25:00] You know, finance is a big conversation in today’s world, right? And, [00:25:05] you know, then there’s the whole thing. Patient didn’t get accepted for finance. The need is there. [00:25:10] Right. They really want more.

Payman Langroudi: And more right now.

Prav Solanki: Loads.

Payman Langroudi: Yeah.

Prav Solanki: Loads. [00:25:15]

Payman Langroudi: That assessment that you said was that when you said 50% by over, you [00:25:20] know, in the longer period 18 months, 18 months. Yeah. But you know you should you should look at the analysis [00:25:25] here by by treatment value. That would be really interesting wouldn’t it. So if [00:25:30] the more expensive treatments are coming in slower, you say, [00:25:35] you know of the total turnover, 75% [00:25:40] of it came in slower.

Prav Solanki: Yeah yeah yeah.

Payman Langroudi: Yeah. And isn’t it.

Prav Solanki: It’s really it’s really interesting. [00:25:45] Right. So you know when you, when you delve deeper into it it’s definitely. And [00:25:50] so let’s go back to that question you asked. Right. Examples. Yeah. Yeah. So [00:25:55] it’s funny like some of our CEOs that we work closely with will say [00:26:00] to us, oh do you know what? I discarded this patient so you can tell lead flow like what’s [00:26:05] happened. So at some point you know, your TCO will let lead flow know that this [00:26:10] patient is no longer interested in treatment with us. And then it says to the TCO [00:26:15] lead flow will continue to follow up with this patient in the meantime. Right. And [00:26:20] then all of a sudden they get an email that says something like, have [00:26:25] you given up on fixing your smile? Right? Ten months later, [00:26:30] 12 months later, and then all of a sudden out of the woodwork, that patient responds, [00:26:35] have the TCO. Having said, this patient is not going to go ahead ever, right, and [00:26:40] says, I’m ready to go. What’s the next step? Can [00:26:45] I book that consultation right, and wakes the patient up. Now, when you’ve got a pipeline [00:26:50] of inquiries coming in month after month after month, and you’ve been using the CRM system [00:26:55] that is following up patients for a couple of years, right? That piece [00:27:00] is on autopilot. So there’s one of those every day. Yeah, every single [00:27:05] day somebody is responding to an auto text or an auto email.

Prav Solanki: And [00:27:10] what’s so important about these auto texts and auto emails is they need to come [00:27:15] across as being human is so important [00:27:20] that that patient thinks that somebody has sat there and crafted that email and [00:27:25] sent it just to them. So the language that we use in [00:27:30] that follow up communication is, is more important than anything else, right? So [00:27:35] some of our clients say, oh, can’t we have fancy follow up emails with like our logo [00:27:40] at the top and some graphics in there and this, that and the other? I said you could, but you’re [00:27:45] more likely to be filtered by junk. And the patient’s not going to think that you’ve just sat there and [00:27:50] bashed this out and sent them a specific email. Right. Um, and [00:27:55] so some of the language that we use and some of the follow ups is a little bit more informal. [00:28:00] Some of it is like, hey, I’m just at my desk right now. And um, I came across, [00:28:05] you know, came across your notes and wondered where you’d got to. Are you still interested? [00:28:10] Do you see what I mean? And so it feels very human. [00:28:15] And sales is human, right? That’s the whole process of it. So, [00:28:20] um, it’s loads and loads of examples like that that we see and [00:28:25] certainly, you know, the clients that we work with, will will know that [00:28:30] when, when, when they’ve got patients who are responding six, 12, 18 months later, [00:28:35] it’s um, it’s a wake up call.

Prav Solanki: It really is a wake up [00:28:40] call. Because when I ask this question to practices, I say, when an inquiry lands, tell me when you give up, [00:28:45] just answer me that question and say, what do you mean? I said, talk me through your process. [00:28:50] Inquiry lands. What do you do? Or send an email? Okay. Have you got a template. We’ve got this [00:28:55] copy and paste template. No problem. So send that out okay cool. And then do you text them. Yeah. [00:29:00] Do you call them. Yeah. Do you call them from a landline or a mobile or just [00:29:05] the landline or. I’ve got a practice mobile. Do you ever try both. No, it’s just one or the other. [00:29:10] Why not. Well, I’ve just got a landline or I’ve just got a practice mobile. I [00:29:15] just use that and then I try and humanise that process. And I ask them this. Hey, I’ll [00:29:20] ask you the question now. Right. What’s your local area code where you live? What is it, 0208 [00:29:25] or something like that? 70207 right, okay. So [00:29:30] answer this if you got a call, if you got a number flashing up on your phone [00:29:35] and it was an old 207 or it was an unknown mobile, which one are you more [00:29:40] likely to pick up?

Payman Langroudi: 007.

Prav Solanki: Okay, fine. Me and you have got [00:29:45] a lot in common, mate. Because if I had an 0161 number, call me. [00:29:50] I’d pick that up straight away, right? Why? Because local Manchester number might be local businesses. [00:29:55] Try and get into someone I’ve enquired with. Whatever. Right. But that’s just me, right? If it was a [00:30:00] mobile, absolutely not. Right. Someone’s handed my number out. I’m a busy guy. I don’t want to [00:30:05] speak to that person. But when I ask this question, there’s some people who respond just like Prav, just like [00:30:10] you did, but there’s some people who respond in the opposite way. [00:30:15] Oh, I’ll pick a mobile number up any time of the day. I’m really curious. I wonder who’s got my mobile, who’s trying to ring me [00:30:20] from their mobile? Right? Definitely not picking up the 0207 or the 0161 [00:30:25] number. Definitely not, because.

Payman Langroudi: I see that as a business. Maybe we’re.

Prav Solanki: All different.

Payman Langroudi: Yeah, [00:30:30] yeah, whatever. Right.

Prav Solanki: What whatever it is, I think the important the important [00:30:35] point is whether you’re like paying Prav or like that other person, we’re all [00:30:40] different. So shouldn’t our sales process cater to those different [00:30:45] people? So we try half of our follow up calls from a landline [00:30:50] and half of our follow up calls from a mobile. And what we’re trying to do is increase the probability [00:30:55] that a person’s going to pick up, because they’re not necessarily going to connect that [00:31:00] mobile number or that landline with the enquiry they’ve just made. Yeah, but [00:31:05] but let me tell you this. When the CRM system [00:31:10] sends them a text message saying, I’ve just tried to call you [00:31:15] when you tried to call them with that number, or I’ve just tried, or they get an email saying, [00:31:20] I’ve just tried to call you patients ring back, right? And [00:31:25] it’s the same thing. It’s what we do, right? Imagine pay someone tries to ring you on the mobile, [00:31:30] right? And it’s an unknown. So you ignore it, you’re busy, whatever. And [00:31:35] then you get a WhatsApp saying, hey, hey, we met at, um, yeah, yeah, the dentistry [00:31:40] show or whatever. You gave me a number. It’s just me trying to call you, and you go, oh, all right, I’ll ring the person [00:31:45] back. Yeah. Same situation when it comes to the sales process, right? The [00:31:50] intricacies of sales and communication and the psychology of that [00:31:55] is what I’m really passionate about when it comes to developing these automated systems. Right. [00:32:00] And flows. And, you know, we can sit here and get hung up on features [00:32:05] and integrations and this and that and so on and so forth. But actually the long [00:32:10] and short of it is, is conversion rates getting hold of patients trying all these different [00:32:15] ways of getting hold of patients. But more importantly is consistency wins [00:32:20] the race right. And long terme consistency definitely wins when it comes [00:32:25] to following up patients. Yeah two years minimum.

Payman Langroudi: We’ll see. Onboarding [00:32:30] like how long if I if I wanted to get my team trained how long [00:32:35] will it take to get to a point where we’re using it.

Prav Solanki: Well within a week [00:32:40] you’re rocking and rolling right. And the reason for that is the user [00:32:45] experience is so intuitive. Yeah. I could get mahanya. [00:32:50] My my eight year old on this tomorrow and she’d be able to use lead flow.

Payman Langroudi: Really? [00:32:55]

Prav Solanki: I kid you not.

Payman Langroudi: That is different because I was such a nightmare takes when [00:33:00] when we’re training people enlightened for our CRM. It I [00:33:05] just I just interviewed someone, actually, and I told her, yeah, at first you’ll find it very difficult. And then [00:33:10] after about a month, you’ll, you’ll get the feeling. And that’s a month full time in front of it. Yeah. [00:33:15]

Prav Solanki: So so I’ll you know those they can’t see the dashboard. Right. But I [00:33:20] can I can tell you this pay right that when you log on to the dashboard you’ll see your [00:33:25] new leads and it’ll say call James about Invisalign on zero seven, blah [00:33:30] blah blah, blah, blah. So guess what that person’s got to do? Have a guess call. And then when [00:33:35] they call, you’ve got a few options, right? So you press follow up and it says how should we follow up with them. They want [00:33:40] to discuss it later. They did not answer the phone or they provided an incorrect number. So [00:33:45] if you click on the thing where it says they did not answer the phone, you’ve done your job, you’ve [00:33:50] sent them a voicemail. And guess what happens next? Patient gets an automated email saying, James, I [00:33:55] just tried to call you.

Payman Langroudi: Oh nice.

Prav Solanki: Couldn’t get through. And they get a text message. James, it’s Sarah [00:34:00] here. Just tried to call you about your inquiry, but you’d have to type that image. Or you just press [00:34:05] a button and it goes right. And then what happens? Is it timestamps [00:34:10] the time that that you called that patient. Right. It’s really important. [00:34:15] And then it sets a follow up call and it says but but but the patient disappears. And [00:34:20] then it goes into another another channel or section of the CRM called Call Attempts. And it’ll [00:34:25] say call Prav. The second time, call Prav. The third time, call Prav the fourth time. Right. That [00:34:30] second call will come in, say, five days later. Right. But because, you know, your last called that patient at 10 [00:34:35] a.m. because it’s timestamped in the system. Yeah. What happens next. [00:34:40] You call that patient up one. And so I’ve got a process that I always tell clients [00:34:45] to follow. But you know sometimes they haven’t got the resources and the means to do [00:34:50] that. But my my process is this call the patient in the morning. Call the patient at lunch [00:34:55] time.

Prav Solanki: Call the patient. In late in the day after [00:35:00] hours and call the patient on a Saturday late morning. It [00:35:05] was that those are the minimum calls that you should be doing in your follow up process, [00:35:10] because you’re just trying to increase the probability of getting hold of them. Right. Because if if I’ve got a [00:35:15] regular thing that I’m doing first thing in the morning that I never answer the phone, you’re never going to get Ahold of me. Yeah. [00:35:20] And if you always try me at lunch time. But I don’t take a lunch, you’re never going to get Ahold of me, right? [00:35:25] If you happen to catch me on my commute back on the way from home and on board on my brains and [00:35:30] the phone rings, I think it’s an 0161 number. I wonder who this is. Yeah. And [00:35:35] I pick up and you might catch me on a Saturday morning, right? Or in the early evening, try and increase [00:35:40] the probability of catching this patient and getting hold of them. Right. So that protocol and process is [00:35:45] really, really important.

Payman Langroudi: You know, Prav when when I get my team to follow up more or for [00:35:50] longer, one of the most common objections I get from them is I don’t want to annoy [00:35:55] the person. Um, and by the way, I think it’s, it’s it’s it’s [00:36:00] mis founded because we’re not doing anywhere near the amount of follow up [00:36:05] that some companies do on me. And I still I still don’t see them as annoying. I see them as kind [00:36:10] of good at what they’re doing. But what is that something you hear commonly from practice [00:36:15] owners.

Prav Solanki: From all the time? Right. And the common thing is we don’t want to piss patients off. Right. [00:36:20] That’s that’s the thing. Right? So here’s the thing. There’s two things to think about. One of them is emotional [00:36:25] intelligence and how you follow up. And the other one is cadence, [00:36:30] right. And frequency. So here’s the thing. When a patient [00:36:35] initially inquires, you want the frequency to be a little bit higher in terms of the repetition. [00:36:40] Then you want to taper it off and reduce the cadence and the frequency of communication. Right. [00:36:45] You don’t want to be following this patient up for two years and hammering that phone every day. You’re really going to piss [00:36:50] them off then, right? Yeah. But when you email them, like a lot of the [00:36:55] emotional intelligence in the emails that we build into our platform, [00:37:00] we figured all that stuff out for you already. Yeah. The little nuances [00:37:05] of the words that go into there, the subject lines, the reason that you’re following up. Hey, Prav, [00:37:10] um, we’ve just had Sarah complete her implant treatment, and I know you inquired a [00:37:15] while ago. Wanted to share her story with you. Here’s a before and afters. [00:37:20]

Prav Solanki: Still, a follow up is still a chaser, but you’re sharing a success [00:37:25] story. You could do the same with an implant. Google review. You could do the same [00:37:30] with an implant video testimonial. You could also follow up and say, [00:37:35] Hey Sarah, just checking in. Are you still interested in replacing that missing tooth? [00:37:40] Later on in the journey, you could follow up and say, have you decided to go somewhere else? [00:37:45] Did you decide against using us? Could we have some feedback about our process [00:37:50] and why you decided to go somewhere else? And then they respond and go, oh, I haven’t gone anywhere else. [00:37:55] I’m still thinking it through. Right? So there’s the emotional intelligence of the reasons [00:38:00] over which you follow up. Yeah. Um, perhaps [00:38:05] saying to the patient, hey, Prav, I’m just calling to get [00:38:10] your permission to send you our new dental implant brochure, because I hadn’t passed [00:38:15] that on to you before. Have I got the permission to send you that via email? Well, of course you have. But [00:38:20] it’s another excuse to call. Yeah, and then that. Then you may break [00:38:25] into a conversation about let’s get you in for a consultation.

Payman Langroudi: Yeah, but. So how [00:38:30] much of that is within the system? All of it.

Prav Solanki: Most of it. Yeah. Yeah, [00:38:35] yeah. Most of it’s baked in. So look, what I will say is, is, you know, [00:38:40] the communication courses I teach write about, you know, the sales process, the words this, [00:38:45] that and the other and all the rest of it. Right. It’s all that that has been baked into there, right? [00:38:50] 15, 16 years of being at this game from, from, from entering [00:38:55] the world of dentistry as a naive person who knew very little about the [00:39:00] patient journey, treatments and all the rest of it. So to somebody [00:39:05] who knows a lot about dentistry, who knows a lot about the patient journey, who knows a lot about [00:39:10] the way the patients and dentists think and how to communicate different types [00:39:15] of dentistry to different people. That has all been unfiltered, injected [00:39:20] into the nuances of the system. Right?

Payman Langroudi: Sure. Can your experience [00:39:25] with owning practices is really, really sort of changed the way you look at this? [00:39:30]

Prav Solanki: Without question.

Payman Langroudi: Was such a thing, isn’t it? I mean, you were 15 [00:39:35] years in before you owned the practice sort of thing.

Prav Solanki: Yeah. And I think what [00:39:40] practice ownership taught me. It taught me a lot about what happens on the other side of the [00:39:45] reception desk. Yeah, or the other side of the door. Right. [00:39:50] Because as a supplier to the as a supplier to the industry, you [00:39:55] just see your side of the fence, okay. But when you [00:40:00] are both supplier and owner, you understand the challenges, you understand [00:40:05] the objections, you understand the staff training issues, you understand the staff turnover [00:40:10] issues. You understand the communication between nurse and dentist [00:40:15] and good nurse and dentist and not so good nurse and dentist and great TCO and patient [00:40:20] and and all the different bits in between. Right. And having owned [00:40:25] multiple practices and then worked with and coached lots of practices. Every [00:40:30] practice is different. Every single patient journey is different. Yeah. You [00:40:35] can say you’ve got the same patient journey as me. No you haven’t. And I’m not necessarily saying my [00:40:40] patient journey is better than yours either. But every single one is different because it it takes [00:40:45] its sort of elements from the fabric of the owners. Right. Or what [00:40:50] they’ve inherited and whatnot. And they, they have their little tweaks and changes to it, and there’s [00:40:55] no right or wrong way to do that journey. But I think, I think what’s really important is [00:41:00] that understanding that really helps me to. You [00:41:05] know, either serve clients really well, understand their problems really well, and then provide [00:41:10] solutions to that and be that in, you know, patient communication software [00:41:15] or, you know, just an advice that I give clients from, from time to time. Um, and [00:41:20] a lot of it’s just common sense.

Payman Langroudi: Me you see, [00:41:25] your little your little devil eyes came out there. So [00:41:30] why don’t you just pull the curtain back a bit on the process that you’ve [00:41:35] been through or that you go through to build software? [00:41:40] I mean, a bit different to agency work, right? And I know we did an episode on scrums [00:41:45] and, you know, uh, are you working with mainly people [00:41:50] in, in house or have you got people out? You know, developers are outside your business. How [00:41:55] are you doing it?

Prav Solanki: So everyone’s in. So every team member is in the business. [00:42:00] But since the whole Covid scenario. Right. And, um, we all went [00:42:05] fully remote. It opened my eyes to the talent of what is available [00:42:10] out there, right? So we have a team of software developers. [00:42:15] The core team are in-house and UK. Yeah. [00:42:20] Um, and everyone’s sort of, should we say employed, but we’ve managed [00:42:25] to tap into, um, additional team members who are based. So we’ve [00:42:30] got one but one guy who’s in Serbia, um, and we’ve got two [00:42:35] guys who are based in Ukraine and they’re insanely talented. [00:42:40] Right. But we follow a scrum or what’s called an agile methodology. When [00:42:45] we come to software development, we’ve got a product owner and a product manager who [00:42:50] is just focussed on product, is focussed on creating all the tasks [00:42:55] and all the what we call all the little breaking down like, [00:43:00] you know, let’s say, let’s say there’s a piece of work that says, hey, add a button here [00:43:05] to do this and whatever that functionality is, right? That’ll be broken down into 22 tasks [00:43:10] development tasks. And then each of the developers will pick up a task or whatever, do [00:43:15] it. And then if one person writes the code, the other person checks the code, they push it to live. [00:43:20]

Prav Solanki: The whole development process is like, I’ve learned so much about it [00:43:25] and, you know, like errors that come up and things like that. We’ve [00:43:30] learned so much about it. Right? But the team, the team now, I mean, that [00:43:35] whole development process is managed without me now. Um, I used to be very integral to it, but [00:43:40] now it’s really refreshing for me to log on to lead flow and see a new feature and go, oh shit, [00:43:45] when did that happen? That’s really cool. That’s really cool when stuff happens and you [00:43:50] don’t know about it and it happens without you and it’s cool. And the fact that it’s cool, right? [00:43:55] So it’s cool because it happens about you and the feature is cool. It’s it’s like double cool. Yeah. [00:44:00] So that that piece kind of takes, kind of takes care of itself now. But, um, you [00:44:05] know, like solving problems with software is not only, [00:44:10] um, interesting, but it can be very, very expensive as well, because [00:44:15] let’s say you make the wrong decision. Yeah. Let’s say you decide [00:44:20] to either build a feature. Or go or choose the wrong [00:44:25] library or technology on which to build this code base here. You could do [00:44:30] that for three months with a team of six developers. Right. [00:44:35] And then realise you’ve just wasted all that time, energy and resource [00:44:40] and you need to unwind that now, right? And that has happened several.

Prav Solanki: That has happened [00:44:45] several times. We’ve got systems and checks and balances in place now. And [00:44:50] the development team tend to when they’re thinking about solving problems, they’ll [00:44:55] get their heads together. I’d rather they spend two days planning [00:45:00] and figuring out or making decision, or two weeks right before even writing [00:45:05] a line of code, than spend all that time coding to realise we’ve just made the [00:45:10] wrong decision. Yeah, so so so that and I get involved in that discussion. And [00:45:15] even though I’m not a I don’t understand code, I’ll challenge the status quo. I’ll [00:45:20] ask questions around, well is this is there any alternative options. And someone will come. So there’s [00:45:25] definitely times during those technical discussions where my input has been valuable. On the whole it’s not. [00:45:30] Um, but there are there are times when it is valuable and [00:45:35] I just enjoy understanding and getting to grips with all the geeky language [00:45:40] and all this stuff about branches and version control and pull requests and [00:45:45] and all the rest of it. It’s, um, it’s it used to be all new language. And, you know, [00:45:50] my team are very good at doing things down for me.

Payman Langroudi: Nice [00:45:55] property. So is it got its own website now.

Prav Solanki: Yeah. Lead flow. Com. [00:46:00] So, um.

Payman Langroudi: How do you spell lead flow.

Prav Solanki: Flow. Yeah. So [00:46:05] lead flow. Oh. Um, yeah.

Payman Langroudi: Well, [00:46:10] congratulations. But I know this has been going on for a long time now. Congratulations [00:46:15] on on getting on the other side of it.

Prav Solanki: It’s never finished [00:46:20] though, mate. It’s never finished.

Payman Langroudi: So I know like, it’s always right. Yeah.

Prav Solanki: Kind of like [00:46:25] that. But but but here’s the thing. Because we take feedback from our clients very, very seriously [00:46:30] as well. We’ve got a whole product development roadmap. Right. So one of the latest requests [00:46:35] that we had was, um, I mean, I think you’ve got to be you’ve got to have been [00:46:40] sleeping under a rock if you don’t know what Care Stack is, for example. Right. So care stack is [00:46:45] a new dental practice. So management software sort of your equivalent of [00:46:50] the dentals or the SOS or the r4’s of this world. Right. And so we’re [00:46:55] currently working with their development team to write a full end to end integration with care [00:47:00] stack and lead flow. And so your work is never done because Care Stack didn’t [00:47:05] exist when we well, it probably did, but it wasn’t in our UK ecosystem anyway. And [00:47:10] then happened to have met with the CEO Abi, and worked alongside Adrian Dray as [00:47:15] well. And now we’re working with their software development team and creating this end to end [00:47:20] connection with them. Right. And so you know, but but then something else [00:47:25] will come out, another piece of technology or you know, we’ve, we’ve, you know, integrating [00:47:30] some AI into that.

Prav Solanki: And what does that look like. And there’s always [00:47:35] something there’s always feedback from clients and our, you know, motto of [00:47:40] being the best dental CRM system on the planet. You can’t stop. [00:47:45] You cannot stop. Yeah. You’ve got to continue developing [00:47:50] and evolving. And then and then what? What you know, what defines it as the best. Yeah, there’s [00:47:55] there’s loads of is it because it’s got features bells and whistles or is it because it’s the best [00:48:00] at converting. It’s the most user friendly experience. Right. Is it a Carlsberg thing. [00:48:05] Who knows. Um, but but for me to genuinely and [00:48:10] honestly stand there with my hand on my heart and sell it as the best [00:48:15] it has to be in my mind? It’s not. It’s not a biased Prav is [00:48:20] deluded scenario here. Yeah, I’m passionate and convinced, and there was a point [00:48:25] in the marketplace where it wasn’t, and so you would have never heard me singing [00:48:30] and shouting about it. What it is today is a completely different beast.

Payman Langroudi: Yeah, [00:48:35] I mean, look, products are interesting, man. You’ve been in the world of services mainly, [00:48:40] and products and obviously software products different again, like in in my [00:48:45] world the products problems tend to be regulatory. You know, you want to do this but you can’t [00:48:50] or you can do it, but it’ll take a year for the regulatory to work out. [00:48:55] Or you can do it and you can’t do it in this country because of regulatory. Whereas software’s [00:49:00] got its own sort of nuance, and a lot of it tends to be around speed, right? [00:49:05] Trying things, putting things in place.

Prav Solanki: Go on. Yeah, [00:49:10] yeah the speed. But there’s also regulation. Right. So you know when we look.

Payman Langroudi: At data right. [00:49:15]

Prav Solanki: Data GDPR and then you know HIPAA compliance [00:49:20] for the states. Yeah. What that looks like um, we’re [00:49:25] not us. Ready. Right. Um where’s that. Data stored. So if we had a customer [00:49:30] in the US, this data would need to be stored in the US and processed there. If it’s UK, it needs to be UK, right? [00:49:35] So there’s that whole piece as well. Right. So um, you know that’s on our product [00:49:40] development roadmap as well. But it’s database infrastructure that sort of stuff. [00:49:45] Do you know what I mean. It’s it gets it gets really, really interesting. And we’re [00:49:50] constantly solving problems. You know what? I just find it challenging as a [00:49:55] business owner involved in multiple businesses, I enjoy the challenge and working with people [00:50:00] who are super smart, who tell me they’ve solved the problem or show me the problem [00:50:05] that I’ve solved is cool.

Payman Langroudi: Yeah. Of course. Well, [00:50:10] you know, it’s a pleasure to have you back. And I know that you’ve been away, but we did get that one [00:50:15] interview with, um, Abby from Cass Tech this upcoming episode of [00:50:20] Coming Soon. Yeah, yeah.

Prav Solanki: That’s, uh, tune in for that one, [00:50:25] because, um, no spoiler alert here, but the [00:50:30] guys are crazy genius. I mean, he reminds me of [00:50:35] the Elon Musk of dentistry, and I’m not going to say anything more. I’m not going to spoil it. But it [00:50:40] was an insane interview. Um, so we’ve got that to look forward to, and I might [00:50:45] make some additional appearances. Who knows? Pay. I’ll pop [00:50:50] back every now and then. Um, I do really enjoy these sessions, um, especially connecting [00:50:55] with people in our industry. It’s just that, you know, time drags me away from time to [00:51:00] time, and, um, the fits and starts, right? There’ll be. There’ll be times where I’ll be more present and times [00:51:05] where I guess my other half, Doctor Langroudi [00:51:10] is, um, is running the show.

Payman Langroudi: We’ll have you on mind move as one of these days, but.

Prav Solanki: Yeah, yeah, [00:51:15] yeah.

Prav Solanki: Maybe maybe.

[Voice]: This [00:51:20] is Dental Leaders the podcast where you get to go one on one [00:51:25] with emerging leaders in dentistry. Your [00:51:30] hosts. Payman Langroudi and Prav Solanki.

Prav Solanki: Thanks [00:51:35] for listening, guys. If you got this far, you must have listened to the whole thing. And just [00:51:40] a huge thank you both from me and pay for actually sticking through and listening to what we’ve had to say [00:51:45] and what our guest has had to say, because I’m assuming you got some value out of it.

Payman Langroudi: If you did [00:51:50] get some value out of it, think about subscribing. And if you would share this [00:51:55] with a friend who you think might get some value out of it too. Thank you so so, so much for listening. Thanks. [00:52:00]

Prav Solanki: And don’t forget our six star rating.