Health Innovators
Health Innovators

Episode 97 · 1 month ago

Social Proof: How to Generate a Sonic Boom w/ Joe Brown

ABOUT THIS EPISODE

How did Joe turn March 2020, his worst sales month ever, into April 2020, his best sales month ever - despite the pandemic? 

Well, building a successful business during a pandemic takes a little bit of luck, a whole lot of creativity, and the skill to see the potential in every situation.

From hiring the right teams to pivoting during times of uncertainty, every decision you make is a “make-or-break” decision - especially when the market is in turmoil.

This has been Joe Brown’s life for the past 3 years and, during the pandemic, when other startups were shutting down, he built a “faster horse.”

Communication, asking questions - of your customers and yourself - and understanding the value of social proof in today’s digital healthcare solutions are just the beginning.

Tune in for Joe’s incredible story.

Here are the show highlights:

  • What startups need to know about building an amazing team (7:37)
  • Ask yourself the right questions (15:00)
  • How to build social proof into a “faster horse” (23:19)
  • Build a solution that can evolve or cross-over (25:48)
  • How to address HIPAA and PHI in your healthcare solution (29:42)
  • Why social proof is incredibly important (31:39)

Guest Bio

Joe Brown is Founder and CEO of DearDoc, an artificial intelligence solution that engages patients on healthcare websites.

After being approached by a family member who needed some advice on how to drive business, Joe parlayed his expertise into a vision that is changing patient/doctor communications.

Joe received his Bachelor of Science in Business Administration, Marketing/Global Business from the University of Arizona - Eller College of Management.

If you’d like to reach out to Joe, you can find him on LinkedIn at Joe Brown. If you’re interested in learning more about DearDoc, visit their site today at GetDearDoc.com.

You're listening to health, innovators,a podcast and video show about the leaders influencers and early adopterswho are shaping the future of health care on your host Doctor roxey movie. Welcome back to the show healthinnovators on to day's episode. I am sitting down with Joe Brown, who is thefounder and CEO of Dear Doc. Welcome to the show Joe thanks for happening very excited to behere. It's good to have you here, and I am excited to be able to hear moreabout your story and share some insights about your commercializationjourney with our audience. So before we get started here, just tell our audience a little bitabout what you've been innovating and a little bit about your background yeah.So so im the the C of Durda and what dear dock is, is were a practice growthplatform where we help doctors, get new patients, retain their patient base andincrease efficiencies within their practice, and we started the company inabout February of two thousand and nineteen with this idea that we couldprobably help doctors communicate better with patients and in more of away, that's easier for them to get hold of them and we tested the idea. My grandfather is a diceret he's beendevotees for over fifty years and he was having a challenge. Getting morepatients into his practice. He's been in business is a great doctor. I'vebeen to him many times for my personal sop and it was a great doctor pehavehard time getting people in, and so the idea was. Could we forget a waythat he's? I was looking at his website. I was looking at his online presenceand everything seemed pretty good, but he was getting a lot of people to hiswebsite, but he wasn't converting people when they actually got there,and so I thought there's tools for this. They definitely exist. I know you knowthe companies I had worked at previously had different tools, whetherit was like some type of chat, widget tween, engage patients that way orengaged consumers, and they came to the website. It so like Yo should probablyput some shot on your website, and I was looking at the market to try tofind some chatsea. I knew that his team would have time to answer chats as theycome on. Boards had to be automated when he found out that back in the latetwenda eighteen, there was no company that exist that did hip a comply, anartificial intelligence chat for the health care setting, and I thought thiscould be a really big opportunity, not only to help my grandfather butpotentially helped the entire market we tested on his website. It worked out, Imean he would go in from it getting like. You know. Ten leaves on his website toknow more spending marketing to like twenty, five or thirty leads, and so Ifigured that if this could change his website that much dramatically just canbe really helpful for tons of their practices. We did it with one of hisfriends. They were successful and long story short. The company started inFebruary two thousand and nineteen was just me on the team. We had nocustomers and fast for real to today we have about a hundred sixty people onthe team, and we have we're just. We actually just passed our three thousandcustomer wow. Congratulations, that's huge! Yes, it's really exciting a lotof fun. So so I want to go back so I understandthe root of the of the story right and in the targeting strategy, but you knowI have to say, as I started to get to know you and dear do more a little bitmore. I started thinking Gosh. You know this is one of the most difficulttarget audiences. There are out there with physicians right, private practicepositions just really struggle today to be ableto, like you said, be able to get these patients coming in and a pipeline ofpatients coming in and- and so it's interesting to know why you chose that.I also notice, when you're telling your story, you kind of touched on marketing,but then you talk about these software tools. So what made you not positionyourself as like a traditional marketing agency versus these techtools? That really may be differentiate. You I mean yes, it's a good question. Idon't come for the marking world. I...

...come from software world. I've beenpart of multiple software companies here in New York City and historicallybeen you know. I was one of the start. UPS I worked atSoftware Company got required for a hundred million dollars, and so thatwas a great learning experience. Watch company go from literally nothing toyou know one of the biggest tech acquisitions in your history at thetime when it happened and were to other startups- and it was just I had thisreally Quentin in work in different software company. So I don't come fromthe Martin worldly cover my software. We, and so that's where, for me, itreally clicked that you know you could leverage software to not only helpdoctors because a lot of people I think suffering and help whether it's a CR.You know, MR, like some type of patient management software there's other waysoff. Er can help grow practices outside of that and that's what we reallywanted to tap into shore yeah sounds great. So as we is, we think about thetargeting strategy and you know being able to get in front of doctors rightthey're, so mor petitive right, you know, you've got farmer with very, verydeep pockets. You've got med device, also with deep pockets that are allvying for their. You know ten fifteen minutes of getting in front of thephysician. So what are you doing differently to be able to market yourself and to be able to get youroffer in front of so many physicians that you've been able to convert? Youknow nearly three thousand or three thousand within just a couple of years.Yeah it's got. Question is hard. I mean we've tried everything like we triedfacebook marketing that I mean it could just be because I'm not great at itthat didn't really work and we've tried mailers and we tried going to off likethere's something as we tried but my background. So I've H S. I grew up whenI graduated college. I got a job in sales and software, so I've had theback an if started in sales, we've got to sales manager and then eventuallysales trainer and I started training classes of thirty forty sales people in a classlike almost every other month. So I was like training a lot of sales, peoplepretty creely, and so my background comes from- and I was the way I wastaught was actually through cold calling and so calling people gettingtheir attention as quickly as you can and giving them something of interestfor them to. Actually, you know spend a few minutes their time learning aboutyour product, so I so that's really for us, we grew up is a lot on cold calling. We use them a little bitof partnerships here and there, but really the book of it has just been ourbackground of just calling people and asking you know giving them a short version of what wedo and trying to get them interested to spend a little more time with us andthen kinoma office is no easy feat. So, congratulations to you and your team toa great, a very talented team, just a great, very great team, and we all we're all have this missionthey're all behind drive of how can we reinvent how health care has been doneor how can we reinvents how new patients meet their doctors? Weconstantly are at this omission of trying to readvent and I think that'swhat gets our team. They have a hard time having a Mi hundreds of dials aday to pull this off, but they're doing really well yeah. Soso tell us a little bit about your team. You mentioned that you have a hundredand sixty employees. That is a really really big team, especially I think forsuch a young company. So how are you structured and then let's talk aboutyour leadership being able to lead? You know such a large team yeah. Well,I think in any really good business you need, like we have a great leadership team and butearly on, we brought on a lot of these reallygreat leadership and it's crazy because we didn't have any money so like we had.No, we didn't raise capital, so we had to figure out a way to get a productbuilt. That was just I mean a protest reproved significantly from the earlydays, but a we had like this pubest...

...pretty much did the bare bones of whatit could do to help and then, but like we had to also grow thebusiness and hire people, and we hired really great leaders for ly on, and soI think in any great business, you needsomeone who's like really great at getting sales in. So you need a really good.person is really good about bringing sales in. We have an incredible vicepresident sales, who does an amazing job of taking care of that part of thebusiness you need someone who can actually fulfil on what sales is doingso sales can has not really be what, if we're not for filling a tansy. Forgivethat don't we. I someone who's like amazing, at being able to not justfulfill that provide just in a plus amazing customer experience which westrive for every day. We hope that people think are experience amazing,but we're constant getting better, and then you need someone. I think you knowanother really important role. Is someone who's in charge of making surelike the books and everything is in line so making sure that like or we'respending money in the right place around over spending in the wrongplaces we pay roll is getting Tarran Care of administrative things aregetting done in the background benefits for employees. All that stuffis happening, so we have so ere. We have really great people in those roles,and so we have those people come on pretty early on, like an we're lastthan a year old and so they've been able to then undernead them sincethey're so good and be able to build in scale teams under eat them that help usserve more and more people, and so it's not easy. I mean we we've,you know we, Inter we get men, a view tons of people just to get. You know inour sales team, it's very competitive like it. We'll have a thousand peopleapply for our roles for like a sales class and we'll hire like five or six,and so it's a really low low acceptance rate, but we just have. We have a main recruiterwho just folks on recruiting all time. So she does a really good job or can Obe plese. It's we've been lucky enough to have aproduct that adds value. Something we can talk about. A little bit later isis like the whole covin would happen during cove, because that was also apile time fort our business yeah. But I you know you kind of touched onsomething that I think every single business owner nearly goes through. Isthis kind of chicken of the egg kind of thing right? So you need to be able tohave money to build a product to sell it, but you need to be able to havesales, so you have cash flow to be able to and build have money to build aproduct, and you know people have great team member. You know high quality teammembers in order to start building out the culture and building out the business right, but you also need to beable to have money to be able to hire those. So just talk about some of thethe challenges that you went through and how you were able to overcome them.Yeah I got really we got really lucky. I mean we I happened to. I was like Isaid, my backgrounds in sale, so I knew I had worked with and been in New York.The sales world so was the head of sales at the last start up, I was atwhen we built a huge team there and I can genoese with really great sales,people and sales leaders throughout my time for the past, seven and years orso, an you're in New York, and so I was able to because I good relation with these.Some of these guys bring on some sales people early on. I was like listen tothe products not really there yet, but it will be have faith of trust to bring thosesales peop on pretty much on commission base, only either reputation of beingable to build and scale sales scenes or even if they were commissioned, onlythey're still going to make really great money yeah, because you know thesales process wouldn't be in place all that stuff and then then, like our CFOcame on like two months after we started the company three months after,like he was one of my best friends from high school. I en do a lot of amazingthings after he graduated college and doing these things. I remember callinghim and saying: Hey man like we're. Looking, I'm start this company andwe're looking for a CFO who could you know really run the day they really own,this kind of finance this company, it's going to be real, exciting all thisstuff. Do you know anybody, and I was in my mind- I'm thinking- please sayyou- please say you, please say an he goes he's like. Yes, that's. Thatsounds like really freaking awesome, but I want to yes, it is real word. Hesaid really freaking awesome and he goes. Maybe that could be me and Iwas like well yeah man. If you're...

...interested this stuff e talk more andone they never came on more. He also took he was actually the only person atDardo to take besides her first couple, sales who were coition only, but theygot paid when they made sales, he was. He came on no pay in like no realguarantee. You pay for at least ninety days, and it was a huge rest for himand now you know he's able to get paid. I think a great salary, those typethings down to be grown. The business, but he's took a big risk, and so Ithink, like it's using your relationships with people that you thatthat know you intrust you and know they're going to take care of them, andif you can find those people and they you know, they believe in you and whatyou can do and you believe in them. It's a recipe for success. In myopinion, I really think that that's so important, because so many times, Ithink that innovators are just they're struggling with the financial pieceright, so they're just looking for free talent, but you don'tnecessarily have those strong relationships with high quality peopleand it can. It can really, you know, Sabotage Your Business, getting peoplethat are working for free, because not everybody, that's working for willingto work for free is going to be those high call quality or high caliberpeople. So I definitely agree with you. I think the relationships are in thenetwork that you have to be able to tap into is really really important. Giveand giving equity like people thought it was it like, because I gave goodequity to the first couple, people that came on board and we still some people.You know we give. You know bonuses in those or things equin the business too,but I set up the business in a way where I didn't never wanted investors,but I wanted it in a way we could give out equity, different people andspecial in the early days, they're helping build the business, andso I think I gave up more equity than people thoughtthat I probably should have in the early days. But for me it was reallyimportant because these people are taking a huge risk. It something likethat. No way that you know they I mean they think people the guy take a bigrister on the company is like know. The people that joined on early on thosepeople took a gigantic riss bigger than I did because they had. You know piping jobs. Doing really amazingthings come join. This guy were working out of my apartment for the first seven,eight months of the business, my one bedroom apartment in New York City. It was it was just crazy, but yeah yeah.You know it's funny, because I was one of those people early on in my career.I can't tell you how many you know: Stock Certificates. I have that weren'taren't worth the paper that they were printed on. You know they just they. Never theynever came to fruition yeah. I didn't work for free, but therewas you know some type of negotiation there, so so being able to make thatpart of your you know, pay out and being able to attract great talent, Ithink, is really important, especially for our listeners. Yeah yeah, it's andtake yeah take care of your people. It's like your most important thing. So so, let's talk about Ovid. How didOVID IMPACT Your Business and how is it currently impacting Your Business Yeah?It's a great question. We when coved hit, so we were really kindof focused our angle and our value propitios were going to get you morenew patients. It's a lot of our value proposition and when covin hit like awas march, thirteenth and people started, consent going to work and allof a sudden doctors offices were just closed, were calling dentists and thenjust like. Why would I ever need new patients is like the last thing? I'mthinking about right, O en I came and see my existing patients right now, a and so were team is like scramblinglike what I don't know. What to do. You know what's going to happen all thesethings, and so we were just like brainstormingas a team and we're trying to figure out like we're in the business to addvalue to our clients. If, like we give them a way to get more new patients andthey can't see them we're not adding any value. In theory, shouldn't evenexist and so like how we're just our Queche. How do we had value? Because Ithink that one of the things Tony Robbins talks about is, like you know,the quality, your life is the quality, the questions you ask yourself. So ifyou ask self the right questions, usually will I, your brain has come upwith an answer, so we ask: How do we had value? How do we had valuerepeating that question over a note? Never again and one of the things we rewe had on a product road map to finish by, like the end of two thousand andtwenty or something it two thousand and twenty one was idea of telling medicinewe had started the kind of outline of...

...what it would look like and someone'slike what if we could launch tell medicine it's like well, that's likesomething we had toil from the back mark. It wasn't something we were allthat excited about before Ovid. We prospers needed more than anything, andso we sat down with a team. We got everybody together and we looked atNAPPA like what could we do to get the minimal Bible product? That would justsomewhat add value to our clients at a short period of time and our team, welaid it all out. People were working, you know almost all day, Saturday, allday Sunday, late nights, we were just constantly looking how we can try tofulfill this thing out by the end of March Ain, like March twenty, ninth orMarch thirtieth, we had eventually had some product that was ready to go tothen give to our sales team and to our our customer experience team to showgive it to our custer. Ah, here's a way to add value through the pandemic. Sonot only can we send you new patients with some of other products. You canactually see them throughout. Tell medicine solution we're one of thefirst people to start reaching out to these doctors with some to me in theship. We got it down in like two weeks right, but it shows what happens islike it's, like necessity, breeds innovation,and that was like the perfect idea of- and this is what I love about Dar dock.So much is like when a child has come our way. We don't just say I guess that's it. I mean ninety percentof all of our people that, were you know, selling the doctors or not justin people in the market were laying people off, they were down sizing andif you look at some of the statistics of like Oh eight, when there was arecession in the companies that laid people off people that stopped spendingmoney and marketing stop saying money hot sales. Ten years from that point,were the losers in the long run, and so we knew that was a. We have to investnow and so why it was super risky. I we hired way more people, we hired peoplethat we probably could never have hired because they got like go from thesegreat countries brought them on board and all these things we've had, wehired more people, we pushed more sales. We did everything in April two thousandand twenty at that moment was the biggest month in like sales we'd everdone as a company yeah, he think, and so we had gone through march was one ofour worst months we ever had as a company, because we couldn't soundanything for half the on and do anything for Hap the month virus isApril, being one of her best now even Ogosho beat that since, but it was justa crazy moment for us and in our history. So that is amazing, and youknow we hear that we hear some of those stories right,because you had different industries that were able to pivot and adapt morequickly than others and be able to take advantage of some of the changingtrends that actually work to our advantage and being any type of digitalhealth certainly has helped. So how was it for you competing against some ofthe bigger brand name, Talamatan solutions that might have already beeninto the market place- or you know, even if they still hadsmall market share prior to Convi- was that something that a lease I mean. That was, it was great when weface someone that had it, because if so already had tole is it's like. Okaywere other products can be great for you if you already have done medicine,but if you don't have tell Medisin what you need it, because we don't know whenthis things can not be. We know in this ins going to end right. This COPANcould go on for two months, could go on, for a few weeks could go on for a year.We don't know, and so we need this thing now. Obviously, and so it didn'tmatter, if someone already had it amazing like we could just offer our other products and if someonedidn't have it that it was just included in the bundle yeah the beautyof having a broad product portfolio. Yes, you should always have multipleproducts. It's one of the biggest things I can recommend to somebodywho's like you. Can you can make it to like you, make it to a certain point. Youknow but say a million dollars revenue by just having maybe one product inselling into the car space. But if you want to get more than that, it's Ihighly recommend having multiple emotional products. So you can helppeople no matter what stage of business that they're at and you have differentthings. I can help them grow and make things better for them yeah. So so how is povided YourBusiness Today? You know access to...

...practice to aff or to hospital system.I mean medical offices. Has You know kind of opened up closed up? You know we kindof keep going back and forth. So how is it impacting Your Business Today? It's not, it doesn't seem like it'simpacting it too much. I don't think there's I don't think it's work,because Comin with town medicine was actually somewhat in Artis. That wasalmost helping Ra because we had a social people on an a yeah for right.Now, it's kind of even itself out it's like people. If they don't rely, mostpeople are actually going into the office most doctors. You know, I knowthings are kind of posing an like as of a few days ago or like we could go backagain, but for the most part people are still going to the doctor's offices.There were mass or doing the normal things, so there's less of the TomMedicine stuff, so everything's kind of a somewhat back to normal. So I don't think it's really imparterbusiness. Now we still, we still tailor our message when talking to custersabout Ovid and those things are still existing in our the way we communicatewith customers of how this product will help, obviously with or without Ovid.But I wouldn't say it's impacting US too much right now and I would say youwould like our products like we're, not developing products for like this tellmedicine first worlds. I think a lot of people thought maybe tell this wasgoing to be the future of what we do and I do think they'll be way moretomes than there was before covet, for example, follow up appointments andthose type things have to go drive in a car and an get to the plane at theoffice. You can just go over on your on your screamers thing is way better, but I still think we're still going togo to the doctor's office and we're not feeling well to get checked up andeverything for the most part. Definitely a hybrid model is what thefuture is going to. Look like for sure. Hey! It's, Dr Roxy, here with a quickbreak from the conversation. Are you trying to figure out what moves youneed to make to survive and thrive in the new Co vid economy? I want everyhealth innovator to find their most viable and profitable pivot strategy,which is why I created the Co. Vid proof, your business pivot, kid. Thepivot kit is a step by step framework that helps you find your best pivotstrategies. It walks you through six categories. You need to examine for athree hundred and sixty degree view of your business. I call them the sixcritical pivot lenses, as you make your way through this comprehensive kit,you'll be armed with the tools, tips and strategies you need to make sureyou can pivot with speed without missing out on critical details andopportunities, learn more at legacy. Hyphen Daco back kid. So what is the biggest challenge thatyou're looking to solve in today and in the near future? We're just we're always asking thequestion: How can we be more valuable to our clients? And so we just we don'tknow. I don't know what the exact things are going to be the problems ofthings it will be facing, probably in a year two years from now, because we'regoing to constantly be evolving like, I think, sometimes people get so stuck onthere there. You know we started the company, we had some. We had anartificial telgen chat that would help doctors convert people from theirwebsite, but it was never. It was never that we were a chat. Company wasrecoming. That was here to service the health care face in any way we possiblycan. If we see it an opening in the market or something that couldpotential help, these doctors will try to re, create it and offer it and seeif it works or not and we're just constantly. We have tons of failedexperiences, ton of speiled experiments, ton of successful experiments, and it'sjust been, I think, as long as we're doing one one of those three things:It's always for getting people more patients in a way we're getting them tobe able to retain their patient base better or we're helping them increaseefficiencies within their practice. If it's one of those three things thatwe're doing with our products and it's a win, it's what are those things goingto be? Our products can definitely volve, butwe'RE NOT WE'RE NOT NAN are to a certain idea. It's it's until it untilit doesn't seem to be in effective or there's a way more effective way to dosomething will do the more of the effective way sure yeah. One of thethings that I talk a lot about is co creation in bringing your customersinto that discovery. Process of really...

...being understand, understanding thechallenges that they're facing today or the things that they're worried aboutfor tomorrow, being able to anticipate or even Po, create the next version ofsolutions with the customers. Sometimes, we think that we need to have all theanswers and we need to have it all like you know, even an MV to like present tothem and get their feedback, but even being able to go super early withIvatan with them can prove to be extremely valuable. Ioften use the example of starbucks, where you know seventy percent of theirnew ideas don't come from anyone with inside the company. They come fromtheir target customers they're, always asking their consumers. What do youneed? Next? What do you need now? I mean it doesn't mean that there arecompletely one hundred percent owning the product road map, but they'recertainly driving a lot of that, and then you know that you're eventing,something or innovating, something that your customers want, because theyhelped. You know shape those ideas to begin with. Yeah Yeah then ask thosequestions are important and service surveying a customers is extremelyimportant, but something I think that some especially technology companieslike we're we're innovating we're changing how things have donepreviously. It's, I think about you, ask them the problems they'refacing right and they may think of. They know the solution that they wantfor that problem, but in reality they may a perfect example is Henry Fordwhen he talks about. Maybe you heard this colt before he's like I would toask, but what they wanted back in the Erlynne hundred, they would have toldme want the faster horse not like that. Not Not a car right and they want to get places faster, so askhim feed. I get that fe back. I want to get somewhere faster. How can you makemy horse go faster? Well, we could probably make this in easier if wecreated a car and got there even quicker, and so that's where I think your customers will definitely- and youmay have some in to at a consort or thing out of the Bonte. They us becauseI have really want to be able to do this better or this thing easier, andthen it's up to you a lot of times to think about. Okay, but I know thislogically makes sense, but what? If we could do this and when I was possibleand then started asking those questions- and I usually some of our best productsand stuff like that, coming out that way, yeah yeah, definitely especially when you'retalking about something, that's really revolutionary or disruptive. You knowmost of the time those are not going to come from directly from the custersmell customers mouth, but through that dialogue is usually where the T,creativity and ideas are sparked right. Just like I'm described yeah exactly so.You know some of the tools that you offer are things that you know. I knowthat you're targeting private practices, but they really could be used even forthe businesses for the people that are in our audience today. So thinkingabout the health, innovators and them to also being able to convert theircustomers. So just talk a little bit about how a Ichat on a website, or even you know, automated tools to either collect ordisplay. Google reviews for social proof justtalk a little bit about that and the overall value proposition and how thatmight impact a commercialization strategy. Yeah. So I mean it. It'severything I mean like the world is online, and so people are going to befind you online. I mean, I don't think no nece convinced that anymore right.We all know that social people a watch. The show know that I don't know inhealth care. I think there's a bunch of blackguards that are still really notor if you need the nudge people are online to make sure you take care of your online presence, I probably better thanyou would take care of the front. Looking of your store right, it's moreimportant to take care of your on my presents than you do like cleaning yourwindows. I know you aren't windows but anyway, yeah so take care. Take care ofon my presence and so like something like an ai chat is fantastic because,and we have it on our website. Obviously, but what it does is itallows people to get their questions he answered immediately, and so what wefound when doing when figuring out the the right product market fit was thatseventy five percent of people who go to a website will go once and nevercome back again, and so, if you only have really one shot to convertsomebody into a paid appointments or a...

...pig customer client, whatever thebusiness you have, you better do everything you can and to give them thethings they need to be successful. That one visit on their website like they'renot going to come, assume they're, never going to come back again, and sothey ad chat allows him to ask questions for our doctors, for example.What insurance you guys accept? Do you guys do this type of service? Ihave a child. That's to do you guys see children, whatever questions they mayhave answer the question, but then follow up right after with. Would youlike to request an appointment? Yes or no? Yes, okay, awesome! It's Poithonthat process a request of the PLOYMENT, and so we're able to get leads thatthey would never have gotten other than having a wait for us to communicate.It's kind of like imagine. If you went into a retail store an I worked inretail. I think this is why I'm up so obsessed with the chat idea with thewebsite, because I used to work in retails as a sales rap is where I learnsales, my first time working at a pack son. If anyone that's familiar withpack son- and you know the difference of me being there versus me- not beingthere was significant- The mountain demon, the more stuff people were ableto find and buy, because I was there to help them and guide them was way morethan if I just if the store was completely empting people as aimless towalk around that, they never knew that. We E, if you bought three shirts, toget a fourth one free and they never known these other things that are goingon with the store that we highly recommend you do, and so for me it wasa no brainer that, when someone's on a website, that's like your your your retail store, your retail,your practice online. So if you need somebody that can guide them and talkthat and help them trot their process to really increase conversions yeah, absolutely I again. I know thatwe're talking about the use case for dear doc, that's like specific formedical practices, but I want to make sure that we're stressing for ouraudience today is that this really is for any business any any business, buteven for for clothing stores, it can work for any business. Your coach, anytype business you have people are going to have questions, they need to be ableto answer them, and I Hadlyi recommend using some type of Ai Chat to be a lie:Convertine, if that strod amazing and we're starting to look at what ourbusiness looks like P, outside of the health care space, so out's justgetting into other types of businesses, but regardless of how to recommend it'simperative and into valuable. So some of the questions that I know come tomind is if I'm a director consumer business or even if I'm a be to bebusiness, but I may be, you know, communicating with people in thepractice staff, the or hospital system that might end up sharing asking meabout a specific patient through the chat. So how do you overcome some ofthe objections around HIPPA or Phi, but yeah hippins when you're collecting like informative?We don't answer any medical questions so, like we're not like you know, myeye hurts it's like. Oh, let's run me recommend what you should do if your Ihurts right. So we're not doing any of those questions it in simple questionsthat you know anyway cancer, at what makes why you guys better than thepractice on tree, what makes a unique services insurance as those questionsthat are pretty normal and so as long as you're, not giving any like healthcare related advice. Number one number two is like when you're collecting thisdata, like recollect names and phone numbers, email addresses of patients,everything that's being crypted in the back end so by encrypted, meaning thatit's you, the database said it stored in. Is You know it can't be it's? Youknow it's not same as a name, it's being encrypted and encoded in and andmaking sure that information everything is safe and we appear. Whole team hasto go through hip, O compliance training every single year once a year.They have to go through all the training when I now higher starts inthey're all hip of training, so there's there's certain things that make yourcompany hip a compliant that you have to go through, there's compans that youcan hire it to help you with that process. If you're looking to get hip acompliant but but yeah I mean it's really justmaking sure you're taking care of that the Phi, which is like that informationof the patient and making shats encrypted all the way through yeah goodinsights. Just because you know in health care, there's, inevitablysomeone that wants to throw out. Oh, I...

...don't know if we could do that, becausethe Phi or hip, but right it's just kind of like these buzz words that theyjust like to throw throw out a Starin, because they've heard horror storiesthat people you know get a US getting so yeah. Absolutely so then,let's just kind of start talking also about you, know, reviews andtestimonials and social proof. I think that just overall, it's kind of thesame thing that we're talking about. Overall, this is valuable to everybusiness. I certainly valuable to the health innovators that are on here andI think that they're still either a knowledge gap or an implementation gaparound integrating social proof into the business and how critical that is for future sales. Yeah, I mean it'ssocial proof, for many reasons is obviously a big like influence like wealways as human beings. We like, if other people had a good experience. Weassume we're also going to ave a good experience to, and so we always lookfor social proof and what's Inter, what's important for like localbusinesses, especially, is that, like ninety one percent of people that arelooking for a local business will will trust online reviews as much as arecommendation from a family or friend them a family or friend. So if youaren't like, if, if you have, you may be the best dog in the world, but ifyou have three, if you have eight reviews in a three star rating,like there's going a lot, O people are going to pass right by U, and that wasone unfair. It's unfair because you're a great doctor, you spent so much timeand energy, making your practice a great one. But if you're on my presentsthat show it, it doesn't really mean anything. And so you need to make sureyou're generating a lot of reviews and you have and if you're a great doct youhave tons of happy people are more than happy to do it and what Derdois helpsthem? Do It helps the patient? Do It fast? You now make it complicated foryour patients to write something great about you, and so we allow them to senda message then give us a lot of speed back. You can and if you can write hisreview and it's a quick one, but on the text best or they can write a review very quickly and easily, and so youknow, I think one other thing is as we go online and we talk about howimportance of reviews online. I was sitting at dinner last night with myfiance and her mom and she my fance, bought so then got Amazon like he couldclothe the on ams on and her mom's like you would buy that. Why would you buyyou don't even know if it's going to be good? How do you know it s like a lookat the Riveins, a fine on? They were all amazing and, and it's like damnit's like it's like that's our world, it's like if other people say it's goodand haven't tried it on. I can't see it. I can't touch it. What other peoplesaid? It's good, I'm going to buy it, and so I think that's the world we livein. We have to understand. The value of those reviews is that people are goingto trust those things as much as a recommendation if it was a friend orfamily yeah, and I think and that's so true- I mean- I know that you just you,rarely trust what a brand says. You trust what your peers say and youbelieve that those people that are posting those reviews are comprised ofyour peers. I look at reviews for nearly everything that I purchased yeah. You know it's interesting becauseI like these, these things that you're talking about they're, not necessarilynew and innovative for, like other industries, they've been applied. Theyare for, like you know, ten years plus it's just that we're still you know inhealth care, the industry is just kind of still falling behind and in healthcare. You know, there's definitely a lot more weight which, rightfully so onbeing able to generate that clinical evidence to demonstrate the safety andefficacy of whatever it is that they're bringing to market, and I think,because there's so much emphasis on the clinical evidence that we often forgetthe how the role that social proof and those online reviews really play intothat sales process. Yeah yeah, I mean it's, I mean exactly you may ave thebest you may come from the best school and you may have like the bestbackground and all these things you've been a doctor for twenty thirty years,but that does it only can pull so much weight and you need to gin to completedifferentiate you from the practice down the street, and so, if you'regoing to when I howly suggest, is like,...

...if you look, if you type in, if yourdentist type in dentist in your area and there's a list of you know five orsix doctors. I challenge you to try to make yourself the highest at least havethe highest number of reviews that it's not only just like. Are you five stars?If you five stars in one review, they're going to think that you're, youknow so in your office had written that one review at least like a hundred ortwo hundred. Those numbers really make a big difference and if you're fourpoint four and have four hundred reviews, people are gonna, be Mon forlikely to go to you yeah yeah, absolutely, and I think that if we, ifwe ever had any type of analysis and we queried the where we are with Googlebusiness pages for health care brands compared to other industries, we'd findthat there's there's a huge opportunity for us to be able to leverage thesetools that have there out there for us to be able to grow our businesses yeahand then be able to automate. That process, I think, is really important.To I mean you know, old school would be. You would have somebody that wouldcreate a power point. Deck to you know pitch their offer and they would havelike a map of the US with a couple of logos of the customers that they weredoing business with, but just us really outdated compared to- or you know,testimonials that you know like hey customer, you know, give me atestimonial and they kind of tweak it and put it on your website versus thedynamic nature. In the ongoing potential of, like you, said, hundredsof reviews versus these two or three static reviews that I put on therethree years ago, a lasnes and like it helps with stoutlike- and we haven't, talked about this too much but search engine Nopolis solike. Where do you come up on the search I mean Google looks or abuse isa big thing. Another great example is like the stuff that people put intoreviews also is like really helpful, so I mean there's a ton of stuff I go inhere but, like I was looking for a gym recently that I had a steam room andnear my apartment in New York City, and I just had in steam room and Jim andthis company didn't have it listed really anywhere online, except in theirreview. Someone wrote a review at that point: Hey they really like their steamroom, and so I went there. I went I did to checked out yesterday and there wasa beautiful, huge team Romer that the review said it was amazing, but Ididn't have it lists any where on line and so that one person en right reviewwould never popped up on Google but googles in Dat. Saying what's on review,so you're getting people to say like great doctor best doctor in New York oryou know, whatever these things are much more likely. You are to come up inthese searches. So there's tones of reasons. Why and also when someonetypes in the word best dentist near me, something that's good to know is thatit won't show any practice, that's less than four stars. So, if you're to threepoint nine and someone types in best dentist, there me you won't even comeup in that search. You got to make sure at least over four point out to evencome up with that. Yeah, and you know I mean that's really great to share withour audience, because I think it just drives some of the importance I mean. I.I think that what you're talking about for so is important, whether you'retalking about a national business or even a local business, and it's SEO is again as prevalent asit's been for so long. It's still kind of like this misnomer of like I reallydon't know what that is. So I don't know what I should pay for it. I don'tknow what I'm really going to get for it. You know it doesn't happenovernight, yeah, so I think that that again, it'sjust another tactic that many many health care brands that are listeningtoday are probably missing out on their marketing program. That is hurtingtheir commercial success. Yeah. Definitely that I so important, it's soboring yeah. So I want to switch gears a little bit Joe and talk kind of goingback to you know, being an entrepreneur being a founder. What are some of thepractices or habits that you've put in place to help you be clear, minded be focused, be able tobe a healthy leader, especially I you knowas we're going through Ovid over the...

...last. You know year and a half yeah.That's a good question I mean I got into it could be coincidence. I don'tknow I don't. I don't know if it's consent, but I started a lot of things.I I kind of got into Hap it's starting. Like really good habits. I think helpsout a lot so like praise I wake up every morning, and the first thing I dois well. I have a few I'll give my more routine so think is really helpful andhopefully it helps someone trying to grow their business yeah, I'm a keepthem level head to S. I wake up every day around, like five ten, a orsomething like that and was in bed for about ten minutes, and I think aboutlike before I go to bed, I think about some of the challenges I'm facing inour business. I just I just think about like how do Iever come out or er come that whatever I'll wake up in the morning and some ofmy best ideas that we had for dear dock, at least I mean our team at comes withmuch verites Ida, but life, the ones I contribute to. If I continue ideas,usually coming that first ten minutes, I'm sitting in bed, thinking about likewhat did I dream about? What about what was I thinking about last night in mysleep and I'll come up all right? I have an idea, a ban I'll go to my phonein write it down real quickly and then, like a few hours later, as starting mywork, the like o a the ideas amazing, I should tell so and so about this. Sofirst ten minutes, I think about it. I think it my what I had dreamed about it.The night before I meditate for ten minutes every day Imeditated for Tenentes every day for, like almost like. I think I because Iused head space and it keeps track of each day. You Meditate I's, been likeover thirteen hundred like one thousand three hundred days in a row. So fine,it's like Oh wow, yeah yeah, as you think about that. Have you you've seenthe difference and how I mean, of course, I'm sure it's impact you on apersonal level, but how is that impact? Did you on a professional level? It'snight and it's I wouldn't I mean I'm upset- I wouldn't go without it anymore like I just I know what my brain was like before. I would take tenminutes, I'd ten minutes a day, ten minutes out to meditate every morningversus what it it like after and so I I already know that I read e, been I'vealready seen both worlds, not going back to the old one anymore, becauseit's such a better one and I'm able to think clearly about us stay focused itjust it keeps you a line because a lot of meditations like getting back to thebreath or getting back to the thing, that's like that you're thinking aboutin the moment, or talking to Si you're having a conversation with somebody wehave, but a hard thing you're trying to overcome it, teaches you to be able tostay focused on that thing, without having your mind going like a hundred,if replacement at once and so meditations a big one. I've beenjournal directly after him. My Journal Right. Three things, I'm grateful forevery morning. This is also that did I started. Mentation is, in the same time,O thirteen hundred days about in a row turning three things are great forevery morning and then journaling about all the amazing things that happenedthe day prior, so everything I did that that was amazing happened the daybefore it's, like you may say, like some. Some days could be like not great,but you have to do what you can to find the things that were amazing that dayand right there's in the journal, you can already by some it yeah yeah. That's that's that's an then, and thenI work out six days the week lift weights or run in run once a week, soexercise also really really party. You know it's funny. I've interviewedhundreds of innovators over the last few years on this show, and you know,besides just the work that we do, I'm always talking to entrepreneurs andinnovators, and I don't have any true data to substantiate what I'm gettingready to say right now, but the ones that are taking care oftheir physical well being and have some type of mindset. Training Habits inpractice, like you just described, usually are the ones that are much moresuccessful than the ones that are not carving out to that time and justcompletely immerse and invested in their businesses. You know which youknow we hear a lot about, but it's just really good to emphasize that.Sometimes we think it's an oxy or on that I'm going to take time away to go.Do these things right, but it take time away to go to the gym when I could behere solving a problem, but it actually becomes much more effective. We becomemore, more efficient, more productive when were take that time for ourselves,yeah, Jim Ron, great God- and you know great personal development- SpeakerTrain Tony Robins, Jim Roun. He talks...

...about you should work harder onyourself and you do on your job and if you work harding yourself, you'll getyou improve. It come better to be better at your job, and so I'm alwaystook that to heart. So I'm always, and then you know, if I'm not in them. Alsoreading and learning every day, like I'm constantly student trying to getbetter at being a better leader, I mean so I was talking to someone earlierlike last night. It was like the difference, be like an entrepreneur inmy opinion and like a CEO, because once your business gets so over a hundredpeople, what made you great as an entrepreneur is an always a is going tomake you creatos a sea, long term. There's different skill sets and thingsyou have to do when you start getting to like a larger group of people andyou're, leading them Topal to a place or success and an so I'm in thatprocess of like really developing my skills to become better at the becomingof the best. So I possibly can I love the entree r part of like started thisthing for the ground out, but I still have the Anti Entreprenante decies tocreate new products and new ideas, but like that, can also cause chaos whenwe're coming constant, creating new stuff, and then the teams like try tofigure out how it all works. It's like for me. I have to take a step back alittle bit and become more of that Co than the entrepreneur and, and that isI'm also learning and trying to get better better at that too yeahabsolutely. I agree that there is a different skill set and kind of attitude. If you will thatyou need, when you're that, like scrappy start up versus when you're youknow looking to more steel, the business and take it to a differentlevel, you know more structure processes. So what is as we wrap uphere? What is something that you want to make sure that the audience takesaway from our conversation today? Well, a couple I mean, hopefully you know adversity like the ovid situation. Can only youknow, depending on how you look at it, you can look at it like. Is this theend or is just the beginning, and so I think really looking anniversity theright way and asking the right questions, not a saying like shoot like.Why did this have to happen or why why we have to go through this versus? Howcan we, you know the question we ask right? How can we add more value to ourclients in this time and then don't ask it once repeated over? No, wheneveragain and and yeah, I think, just like have fun and if you're someone that's interested in in I meanI don't know if you're listen, you're interest, I want to learn more about me.I maybe what the last ice question. Second, but if one to lie more about me,you can have a podcast which is a creator of circumstance. It's on theapple podcast spotify, all those different places, and if you want to,if you're interested in working at Dirda or you have somebody, that'sinterested of attention, working at Dordoc go to careers, dot get Dirdamand you can apply for any open roles there. In its a friend family, youngerbrother, younger sister, whoever son daughter, we're constantly hiring morepeople to try to help and serve more male prefers wonderful love it. So.Thank you so much for joining us in the conversation today. Yes, thank you forOtine. Thank you so much for listening. I knowyou're busy working to bring your life changing innovation to market, and Ivalue your time and attention to get the latest episodes on your mobiledevice automatically subscribe to the show on your favorite podcast tap likeapple podcast, spotify and stitcher. Thank you for listening, and Iappreciate every one who shares the show with friends and colleagues, seeyou on the next episode of Health, Innovator, T.

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