From revolutionizing communication dynamics to fostering patient-centric approaches, we delve into the secrets behind elevating dental implant practices to new heights of success. Whether you’re a seasoned professional or a newcomer to the field, this discussion offers essential insights for anyone looking to thrive in the evolving landscape of dental implant procedures.

Transcription of Podcast


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Julie Soukup: There we are muted.

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Julie Soukup: How are you?

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Julie Soukup: Pretty good! How are you all in books?

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Julie Soukup: What I know.

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Julie Soukup: my my oldest by a minute has this thing with my hair up. It bothers her. She's like, Mom, put your hair not. It's so pretty when it's curly. And I'm like, that's fun. It's so unprofessional also. So so I was not happy. I don't wanna get back alright. I'm ready to go.

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Jacob Hiller: Let me see if I can get this.

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Julie Soukup: Oh, that is, and then

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Jacob Hiller: so

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Julie Soukup: sounds great. Let me

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Julie Soukup: do this and turn off my do not disturb, so that my theme does not

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Julie Soukup: okay. So I got a bunch of fun questions and it's gonna we're just gonna Riff.

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Jacob Hiller: and I'm gonna start off by just doing a little presentation to orient people where we're at

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Jacob Hiller: and then and then we'll just kinda have fun.

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Julie Soukup: Okay? Ready? Ready?

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Jacob Hiller: Okay. Hello, everybody. And welcome to full large secrets. I'm your host, Jacob Hiller, chief growth officer at dinner and plant machine today I have on with us, Julie Sukup.

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Jacob Hiller: Hope that I'm saying all right, that that I hit it right. We're so glad I've been super excited about having you on

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Jacob Hiller: just because I got a bunch of surprise questions. And I think your what you do and the organizations you're involved with, you get to hear a lot of where the magic happens, and you kinda get to be in the trenches, and so I'm really excited to to have some of your insight before we get started. I'm just going to share my screen for a minute

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Jacob Hiller: and show where we're at here on the full arch framework. So this is our framework for scaling a dental practice in full arch. And so you can see at the bottom we have operational and clinical foundation. Just have your team and and your your expertise and confidence in place. Then we have building authority.

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Jacob Hiller: You know your marketing funnel, so that from from when the patient goes from the chair in their their home to the chair in your office and starts treatment. And then how to basically nurture and guide that patient to give themselves permission to do this treatment. So we're gonna be talking about a lot of stuff over here in the closing architecture. How to.

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Jacob Hiller: you know, upskill your team, train your team, and get them to get treatment acceptance. So we're excited about that. I'm gonna stop sharing my screen and go back to us. So, Julie, tell us, let's before we start. What's your favorite book back there.

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Jacob Hiller: Oh, my God.

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Jacob Hiller: I have 2, 4 year olds, so I don't get it. Just sit and read like I used to. So having something motivational and kind of like a reminder to pick one. I thought, you're gonna turn around is going to be a virtual background, and joke is gonna be on me.

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Jacob Hiller: Cool? Well, yeah. Tell us how you got here. And I know you're involved with a couple of organizations. So just like, Get us up to speed real quick and and and hit the milestones

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Julie Soukup: for sure. So I started my career in dentistry with clear, choice dental implants. I was their consultant in Washington, DC. Had an amazing amazing team there and then. I was lucky to be promoted to support all teams across the country as their national sales manager. And a big point of that was using. Okay, what are you doing in DC, what is your team doing in DC, because it takes a team. It wasn't just me. And then how do we? How do we give that to other people?

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Julie Soukup: So when we started doing that it was awesome to go to every single office that that at the time Chris Voice had, I think, was that 35, I mean. So it's like 10 years ago. I know they're a lot bigger now. And see what all these teams were doing and what made some teams do really well and and not so well, and and how they were kind of coming up with that

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Julie Soukup: chemistry and and all of those pieces differently. And so we were like, Hey, we've gotta capture this. How do we scale this? How do we show other people what we're doing? And so we started looking at virtual tools for training, and and that's where we found this company called Medical Memory, which is a company I have worked for for now 8 years. Where we use this hipaa compliant app to video, record our doctors and video, record our consultants

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Julie Soukup: and to be able to share and talk and communicate and train about best practices in the way that they communicate it, and it was one of the this is before Covid. It was one of the first times we kind of any anyone had ever put that idea out there, as far as how

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Julie Soukup: how do we leverage virtual training for these teams? 35 people across the country. And also, you know, your best consultants want to be consultants. They don't want to be trainers.

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So how do we also learn from these guys best pack practices learn from the best doctors best practices, cause they didn't have the luxury of taking a week off to get trained or to go. You know? Shadow someone. Too. And and what could we? What can we? What can we teach? And so that's one of the biggest reasons I actually left clear choice to join medical memory was seeing the power

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Julie Soukup: that this tool had to be able to bring top tier coaching at top tier communication coaching, you know, to consultants and and to doctors across the country

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Julie Soukup: virtually, and I think that was what was really cool is this was like, we are on to something with this ability to to coach and train virtually.

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Julie Soukup: And so since then we we worked with clear choice. We worked with a few cosmetic companies. Sonobello is another one of our companies that do cosmetic surgery, and they're really leveraging the tool. For that reason is, you know, you can have a consultant that's struggling. You can have a doctor that's even maybe struggling. Or maybe they're doing great and just need a refresher. You know, by putting in a simple app on phone, a hipaa compliant app.

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Julie Soukup: You're able to get top tier coaching right away on the way that they on the way that they're communicating and and and help their support their practice there.

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Jacob Hiller: Okay, awesome love, that. So

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Jacob Hiller: you got to go visit these offices and kind of a. This office is excelling. This office isn't, and got to be on the ground there with them. And so

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Julie Soukup: what is it that what's the common denominator of success in an office like that, you know. It's so funny. It's different to. And I think we you know, we talked about this briefly on our call. You know, you can't train, you know, a New York Manhattan style doctor is going to have a different energy and flow than an Oklahoma style, doctor. It's just different versus Seattle. And I think I think it's really teaching.

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Julie Soukup: And this is where video is so powerful and virtual coaching is so powerful is it's teaching, helping, teach these doctors to be authentic. to be aware of themselves in the ways that they should turn up and and show more often, and the ways that maybe they need to turn these really great skills in themselves down. And and what I mean by that is, you know, it's it's teaching one methodology, teaching them all to be robots, saying, Hey, you need to do it. This is the best way to do it. You should do, Xyz. That's not. That's not how people are. That's not how different states are and cultures are. And so it was teaching them of how to be aware of those domains.

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Julie Soukup: and when to turn up, and when to turn them down, and and kind of getting into that transparent authentic

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Julie Soukup: space where where they were really choosing to connect with somebody empathetically truly rich like

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Julie Soukup: as themselves, and not manipulating them and not trying to, you know, have some script or anything like that, and and that, I think, is the biggest power in that space, and in that virtual coaching. Ii still will never forget one of the best doctors that we had in San Francisco the first time I went out there. He's like I hit top numbers and you don't wanna be like, well, you are also in the best market. But like, you're like, Yeah, okay, you do.

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Julie Soukup: I will never forget sitting with him. And the first time he saw himself on video. And he was like.

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Julie Soukup: Wow, I was like, what do you think about that? He was like, I am kind of a jerk, and you're like.

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Julie Soukup: why do you say that? You know he's like I just people. I'm not even letting them finish their sentence. I didn't know I was doing that.

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Julie Soukup: and I didn't even have to coach or say anything. All he had to see was himself once, and there was a huge shift, and I think there's only that's the only power in in virtual training and coaching. And that video with medical memory could do.

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Jacob Hiller: I see getting to see yourself from a different perspective for the first time, like, Who's that? And and what I'm hearing is that

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Jacob Hiller: connection

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Jacob Hiller: in in the relationship with the patient is super important and authentic. Being connected means you have to be authentic.

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Jacob Hiller: But now you got this dynamic where everyone's super different. Oklahoma, Los Angeles, New York City, and you gotta be authentic. But at the same time you've got to respect the space of the patient and remain authentic. So it's like this, this balance that that you're walking is that kinda

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Jacob Hiller: that's the one okay, interesting. So you also brought up like the power of of coaching. And we're obviously talking about sales, too. And I think one of the questions I have

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Jacob Hiller: that's kind of I'm curious. Your input is, what is the difference between

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Jacob Hiller: coaching and sales? Is there a difference between coaching and sales. What is the difference between coaching a patient versus selling a patient? Or what is the difference between coaching and sales?

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Julie Soukup: Yeah. So so it's interesting. You just said that both as it relates to a patient and I when I'm saying coaching, it's it's more of teaching a consultant right how to to motivate them, to shift some pieces of behavior right to potentially have a better experience at work. And, interestingly enough, when you're looking at a patient. It's a similar idea, I mean the best.

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Julie Soukup: The best salespeople sales has such a dirty connotation. But our influencers, you know, and so where it is is especially, you know, when you're coming in for a full mouth restoration. These are people that have potentially let their teeth go. Or genetics. There's typically shame involved of money that's been spent. And it's gonna take a big thing for them to move forward. It was an amazing thing to sell. Because I

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Julie Soukup: the stories of people that came, how their lives changed! How like, you know all of those things after they get this made you be like. I know what this could do for you. But there is an element of that coaching motivation. To try to get a patient to kind of. See that to see the work or investment or time that's needed to have a kind of true true life change, and, as you said, give yourself permission. Right? Give yourself that.

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Julie Soukup: And I think that goes back to is if I'm trying to sell you, that's me. Try. That's about me right, whereas I think when you're somebody, it's about them.

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Julie Soukup: That's why like it's more of is, if it is.

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Julie Soukup: how do we get you where you're wanting? And what do you need what yeses do you need? Do you need this? Yes, for yourself? Do you need to get this? Yes, from your husband? Do you need to feel comfortable spending this amount of money on yourself, like, what is it that you're needing? Where's the gap in there, so that so that you can feel that.

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Julie Soukup: And just like anyone speaking about like, what's my end goal like my end goal is, I wanna one day run a company great? Well, as a consultant. If you wanna be there at the end of the day, or you know this is how you get it. Right. Well, same with a patient. What do you want at the end? Well, you know, I wanna I wanna find more joy. I'm not smiling as much. It's affecting my whole life.

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Julie Soukup: Great. Well, how do we get there? And I think that's where it becomes less manipulative and more of like, how do we get to where you are? And let's let's let's work together to get all these s's yeses. So you do give your self permission. I love how you said that you know.

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Julie Soukup: which I think is different.

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Jacob Hiller: I like the I think the what got me there was

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Jacob Hiller: sales is about me. I'm trying to get you do something

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Jacob Hiller: so I can have this, and and coaching is about the outcomes for them. And obviously, you can't control them. But you can become a mirror for them. And you can stand for the outcome that they want and the person they want to be. Sometimes I feel like.

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Jacob Hiller: in order to be good at sales. You need to take more of a coaching perspective, because as soon as they think, wait a minute. This is just about him. Then you have resistance because you're not. You're no longer now. You're sitting across from them instead of standing beside them. So I had just recently

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Jacob Hiller: felt that coaching fails when you do it right, or when you do it with the right kind of hard mind.

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Jacob Hiller: kind of becomes coaching a little bit. And so the line started to blur for me a little bit.

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Julie Soukup: That is where it goes even to of if you're not knowing the answers to all of the reasons why they haven't moved forward. All the reasons why they're scared, you know, who's potentially there S. Scared to tell. If you're not knowing all of those answers, you have not earned the right to ask for a sale like you like. It's learning them because oftentimes this is the first time, or

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one of very few people we talked to like I didn't hop on this call be like, Hey, let me tell you, like my biggest insecurity right now, like no, we don't do that as human nature as we don't. And so they're coming into this space of vulnerability, telling you something they're insecure about that. They want changed like honor that space and allow them to do that

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Julie Soukup: before you influence and and allow them to kind of have that conversation, if you will, I see, hold that kind of non judgmental. Non, I'm gonna change this, or I'm gonna manipulate the situation to is, you know, we talking about medical memory and how we like will video record these patients. Or excuse me. Video, record these consultations and help help get a consultant feedback, because that doctor he had a kind

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Julie Soukup: that I was talking about. He was very kind, and he was like coaches. Kit soccer like he wasn't trying to come across that way. He didn't realize that he had the best of intentions. So teaching him small skills like, Okay, wait till they're done, literally count to 2 and then go again, is teaching him some small practices that creates a better space

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Julie Soukup: for that patient to be able to talk. So it's not like, okay, Doc, be more empathetic. He was trying, like, and a lot of doctors specifically, you know, they're great at.

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Julie Soukup: especially dentists. That skill, you know. They weren't salespeople, that most of them aren't, you know. And so it's teaching them. Some of those little things that how do we just take your personality, help you be more transparent, tweak a few little things you may not be aware of and and create that better space. And so that's where that coaching with with medical memory became really powerful for those people that had that

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Julie Soukup: and then with that is, there's another company that I work with and do consulting with, called smilesnap which is actually where we help take that out a little bit, meaning the very first engagement with a patient is actually through what we're calling, which is where one of our consultants

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is the one having that very, very first exchange before they come to their office. So where a patient so again would fill in some information. Here's a few pictures, and then a virtual consultant on our side would say, Hey, Jacob, I'm so glad you're looking at this.

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These are the things you said that you value. These are the things that you said that you need. I saw your pictures.

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Julie Soukup: Here's all the information that you need. Now let's set up that first consultation, so you can feel really comfortable. So it kind of lays that found like that foundational work for that patient to be in a better space. Which is really helpful for doctors that don't potentially have a consultant or don't want to do this all the time, you know, that are kind of needing a little bit more hand holding kind of through that sales funnel

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Jacob Hiller: I see. So medical memory is

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Jacob Hiller: hipaa, you know, video coaching portal so that you coach remotely and have an opportunity to. Yeah, see yourself in a in a whole new light, and get and get coach. Be open to that, and like a doctor. I always say like, if you've never seen your consultant on video.

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Julie Soukup: you need to download it and start watching some of them. Or you've never seen yourself on video. And so that's definitely tool for video recording coaching as a team leveraging one of our coaches.

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Julie Soukup: But if you're like, okay, we just don't have that. We don't have that kind of team. I don't have that. Many people, or the people I have in place are not gonna have that skill set. I need something more. That's when smile snap is incredibly effective where great? We'll take on that first conversation. Before they come into your office so that they're just set up a little bit more about what to expect.

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Julie Soukup: They kind of set you up there, so it just kind of, and it. Some offices need both. And I think there's so much power now in video in virtual and coaching. And and and Covid opened it up so that you can get expert training remotely. You can get an expert consultant talking to your patients before they come into the office. Without investing right there, and I think that's that's

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Julie Soukup: changing the way that

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Julie Soukup: doctors can communicate with these patients and opening up their leads, you know. So they're not just counting on a marketing team like, well, what are you doing? Are you be giving this patient the best experience that they can get while they're there? And that's where these tools are powerful to kind of bring that virtual video element to these practices.

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Jacob Hiller: Yeah? And so sounds like, you know, the if you look at the patient journey from hey, you know, from, for example, anxiety, discomfort.

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Jacob Hiller: and isolation, really. And then, you know, when they engage with the marketing, it's kind of the first connection. And so the time that's that that patient journey starts, you have smile. Snap is one of the products you have to

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Jacob Hiller: engage and guide that patient until they get to the treatment coordinator, at which point you have

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Jacob Hiller: medical memory to involve the coaching. And and so you kind of have are covering the patient journey, so to speak.

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Julie Soukup: for sure, and I think that's the power, just as you said, is a lot of patients that are looking at this. I mean. they this. It's been going on for a long time. Typically, you know, a lot of shame, a lot of fear. What are people gonna think, what's my wife gonna think? You know, I just because I need this for me, does you know, there's all these things? And so some of it is getting that first engagement with smile, snap of of removing that anxiety. Being more transparent about exactly what's to be expected, you know. Kind of say, like.

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Julie Soukup: get them to a place of here's a lot of information, so that you're feeling more comfortable and that you are not alone, and we will help get you to where you wanna be and help you create a plan regardless of of whatever fear is holding you back, you know. And then, yeah, having that. So that's a great way, or having those patients when they do come in ensuring that that consultant is

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either starting that conversation or continuing that conversation. Of of empathy to make a lot of times. People just as you said.

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Julie Soukup: you know, not, feel alone, feel more confident and be transparent about what to expect and then help motivate them to make a change in their lives, you know.

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Jacob Hiller: right on, yeah, connect with their their desires and motivation and help guide that? At what point does someone

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Jacob Hiller: in an office become uncoachable? What makes a person uncachable? Do it? Do I have a team member who's uncoachable. Am I uncoachable? What to look out for? Is someone coachable?

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Julie Soukup: It's a hundred percent attitude.

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Julie Soukup: It's a hundred percent like I like, I've I've made this joke that I was like I could make any consultant like a top top tier consultant.

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Julie Soukup: Can they make themselves that like? So that's some of it is, there's so many people that get defiant. Or this is why I do this way or this is what like are you not open for influence. If you're not open for influence, you're uncachable. And it's like any I mean, communication skills are like any skill like I can't become an expert golfer tomorrow by watching the PGA. I just

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Julie Soukup: you just can't. And so it's it's about, okay. Great. Let's put this club in your hand. How does your grip look, practice, practice, practice great wide in your stance practice, practice, practice, practice, practice, practice great. Now that you've got those things down, let's do the short game practice practice practice. And I think that's where coaching comes into play is great. Let's take this one thing that maybe you're doing really well and have you practice it great. Let's not do another thing and practice it. Now let's put these things

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together and practice it, and if you're not willing to get.

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Julie Soukup: have beep to practice and to get feedback. If you're thinking there's this special pill that I'm gonna give you. And all of a sudden you're amazing and communicating. Or there's this one day course, that you're gonna take. And all of a sudden your practice has changed. It's so naive. That's not how it takes to learn any skill, even learning dentistry. And so that's I think the power of some of these pieces with coaching is like, if you really wanna elevate your practice. You gotta put in the work which is.

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Julie Soukup: have someone review it, give feedback, have someone review it, give feedback, keep doing that. And so our practices that they're like, Wow! That's that's more than I want.

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Julie Soukup: you know. That's where smile, snap, and okay, well, we'll at least we'll at least set the ball up on the T for you to get your best shot. Yes, so at least we can kind of do that. But yeah, for those that are. Say it's like, Conso uncoachable. Actually, what's scary is scarier to me are the people that are like? Oh, I took this course for this day, and II know it. I'm like, good, like, okay.

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Julie Soukup: good like. That's not how you would learn anything. You can't watch a movie and be a great golfer. You can't watch a movie and be a great communicator. You might have some tips, but they will fade back into like their normal patterns if they don't practice it and make it a part of their culture and their team culture, of of trying to consistently improve the way to communicate, and it goes beyond just their patience. I mean, I've had so many

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Julie Soukup: providers be like. I've done better with my kids like I'm talking to my wife better, and I'm like that's what I love cause it's communication skill being more vulnerable, being more transparent, asking the right questions. It it works in anything, you know.

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Jacob Hiller: I see, and something that you said there kinda made me realize like

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Jacob Hiller: you said, it's about attitude, you know, and we might have somebody on our team who is resistant, and.

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Jacob Hiller: you know, demonstrates attitude. But sometimes the person who is resistant and and and demonstrates attitude is actually protecting themselves. You know what I mean is like actually the idea being coached means I have to say

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Jacob Hiller: I could improve, which means to say that maybe I'm not good enough, or maybe I'm not good at all, or whatever. And and I think that when when you encounter that attitude, maybe you're just kind of dealing, that person is protecting their vulnerabilities. And maybe that's what it comes down to. But well, and you're still right, too, and I think that's why there is so much power in a coach that is not in your office, not your office manager, not your doctor.

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Julie Soukup: because the first conversations for the teams that I do is I'm like Bro.

00:27:04.950 --> 00:27:33.479
Julie Soukup: I'm on your team like I am on your team like, if you accelerate, I accelerate like we are on the same team here. Your job is not at risk. They're investing in you to get that. You know I've had people that are like that. First, that you have to have that breakdown like I'm on your team. They just they just invested in me to help you. They wouldn't do that if they didn't believe you could do it. So like I only win. If you win, let's do this together and having them not feel like their jobs at risk. And then also feeling like.

00:27:33.480 --> 00:27:43.530
Julie Soukup: just that, like, I'm on your team, and we'll we'll do this together. And that's where a lot of times, especially at the very, very beginning of coaching someone is.

00:27:43.590 --> 00:27:52.030
Julie Soukup: And that's where I'm saying, you know, just be like, all right, you need to do like your golf. We need to do this, this, this, this and this. And now you're gonna be great like is to first off. It's just

00:27:52.410 --> 00:28:15.059
Julie Soukup: make sure they know the things they do really well, that they don't normally do all the time like man I really love how you like. Sit down, and you actually like, ask like 2 or 3 questions and lean forward like. And you should do that for every patient. So that's something they know that they could do every time. Or you find these little things. That's why video is great is like. Look at how she responded to you. When you do that

00:28:15.060 --> 00:28:26.539
Julie Soukup: awesome, do that every time, and seeing the things that maybe they are unaware of like that are in their back of their brains and bring it to the forefront. That's like this is excellent. Do it all the time, and that.

00:28:26.540 --> 00:28:44.860
Julie Soukup: I think really starts getting people just to be somewhat self aware of the things they don't realize that that they're doing and doing well first. Which they already know how to do. They just have to work consistently. And I think that's always step one to get people more, a person more receptive to even

00:28:44.900 --> 00:28:46.370
Julie Soukup: receiving coaching.

00:28:47.130 --> 00:28:55.039
Jacob Hiller: I see, I see. So let's say you're coaching someone. our treatment coordinator and great person.

00:28:55.270 --> 00:29:00.210
Jacob Hiller: But they're not being assertive, you know. They're not being assertive, as far as

00:29:00.330 --> 00:29:10.960
Jacob Hiller: asking for the sale, so to speak, or or guiding to to a decision to actual consideration of the treatment. Now, on the other hand, you have kind of that path, and then you also have the path of the person who just

00:29:11.110 --> 00:29:20.849
Jacob Hiller: is able to stay really, really connected with their patients cry with their patients, just draw out why, they're really there. So you got like these 2 skill sets, and sometimes you have

00:29:20.960 --> 00:29:32.150
Jacob Hiller: a treatment coordinator or a salesperson who leans towards just being aggressive, and they actually perform better to some degree, cause it's better to ask for the sale than to not, and just be there, and then you have the other one who

00:29:32.210 --> 00:29:36.440
Jacob Hiller: is maybe not pushy, but is staying connected through the process

00:29:36.560 --> 00:29:58.220
Jacob Hiller: which one of those skills. And I know you don't have to choose one or the other. But for this question I'm just wanted to ask you which one of these skills do you think is more important to be assertive or aggressive, or to remain connected, but at the same time, be passive, and maybe not ask for the sale, so they both have their drawbacks at Down place. Which one do you choose?

00:29:58.300 --> 00:30:00.730
Julie Soukup: You know it's it's

00:30:00.980 --> 00:30:04.610
Julie Soukup: it's so I don't. I'm I'm

00:30:04.750 --> 00:30:26.859
Julie Soukup: II was aggressive. I connect more with a person that's aggressive. That was how I started. It took a lot of practice from some great coaches and mentors of mine to learn how to go into more of that compassionate style. The thing is is like the best, I mean, this is such a cop out, but the best have both. And I think that

00:30:26.900 --> 00:30:36.390
Julie Soukup: that that's something is for some of these people that it's also a lot of breakdown. So it's for someone that's a lot softer, and a lot

00:30:37.080 --> 00:30:56.130
Julie Soukup: in that places is identifying. You know. What? What makes you not want to ask for that? What makes you not be kind of aggressive? What makes you kind of not want to be more assertive? And then same for the other one. It's interesting that those are the 2 things that you that you talked about, because I actually think that has more to do with pace

00:30:56.200 --> 00:31:17.750
Julie Soukup: meaning so the person that's aggressive. I would be telling, maybe slow it down. Just slowed everything you're doing just to slow it down a little bit same stuff, but just like where you're trying to a a aggressive voice, feels kind of things are moving really quickly. Or I'm asked, like trying to trying to get that ball. You're controlling the ball. There's time to control the the ball. There's no question

00:31:17.750 --> 00:31:32.779
Julie Soukup: but in similar with the one like we had this. I remember this consultant that I mean she connected to a whole nother level. Well, she's taking 2 h to do this, which isn't something we can do for every patient. So is also teaching her skills of how to

00:31:32.790 --> 00:31:53.149
Julie Soukup: great. Let's talk about the future. Great, what are we gonna do next? Great, what is that? And same is is saying, if you really are connecting and caring about this person. It's your job like they're they're coming to you for help. They're not coming to you for therapy. Let's talk about how we can get them there and kind of giving some key phrases or key things like, I remember teaching her like.

00:31:53.150 --> 00:32:19.480
Julie Soukup: okay, we talked about what happened now. Sorry about what we're gonna do about it. And that was as soon as she started saying that she's like, I just need that one little step to kind of lean into the solution, and being aggressive, and same kind of back to the other one he was so quick to be. Whatever you're like. Take that step back of saying great! You wake up tomorrow, you know. What is your what is your perfect day? With a perfect smile. What are you gonna do like? That's a great thing to know, regardless. And then it would help prevent

00:32:19.530 --> 00:32:40.749
Julie Soukup: cancellations which usually aggressive people have more cancellations. So it was a changing either one of their styles. It was just saying, Turn it down. Here's a great question to ask to help turn that down or turn it up. Here's a great question to lead into kind of being more sort of towards the end. And that's where I go to is like is to teach everybody like.

00:32:41.100 --> 00:32:58.899
Julie Soukup: you know. Ask 10,000 questions like you. I mean you. You can't take the city. That's where you have to almost have a coach to guide you in both of those scenarios, because you can't either one of those people. If you try to make them robots, you're doing them a disservice, and they're not gonna perform at their best, either, one of them. And so

00:32:58.900 --> 00:33:15.739
Julie Soukup: you know the aggressive one especially cause I related to that. Like, if you're trying to make me out, Lovey Dovey, it's not gonna go. It's and I'm gonna resent it and resist your coaching. But if you're seeing and giving me useful tools of just shifting my grip just a little bit. How much further I could shoot it all day long, you know.

00:33:16.010 --> 00:33:24.500
Jacob Hiller: I see I like your little bit a little bit. That's all right. You got the plan. It was

00:33:24.570 --> 00:33:42.239
Jacob Hiller: not a realistic question, but it's just to realize that there's there's 2 really important aspects. And that's, you know, actually going somewhere. It's not just having coffee with with a patient and and being aggressive but not too aggressive. Something that's interesting, too, is like you could have a a salesperson who

00:33:42.340 --> 00:33:58.189
Jacob Hiller: is is selling like a coach is connecting is help guiding that patient connecting with. Why, they're really there, what I call the secret conversation. They're not there for Zirconia. They're there for looking at themselves in the mirror for connecting with themselves and those around them.

00:33:58.390 --> 00:34:07.879
Jacob Hiller: then you also have, you know, frameworks that we can provide a salesperson, for example. If there's true scarcity, let's say you get on

00:34:07.960 --> 00:34:13.100
Jacob Hiller: airbnb, and there's a hotel, but there's only one left, and it says only 2 left at this price.

00:34:13.150 --> 00:34:19.419
Jacob Hiller: You buy it right there on the spot, same pitch, same description. But now there's scarcity. Have you seen

00:34:19.889 --> 00:34:21.310
Jacob Hiller: scarcity

00:34:21.850 --> 00:34:28.360
Jacob Hiller: be used by doctor offices or dental offices, or any anything like that to help frame

00:34:28.710 --> 00:34:33.880
Jacob Hiller: and and push consideration from the patient, from a from a scarcity perspective.

00:34:34.360 --> 00:34:35.560
Julie Soukup: So

00:34:36.840 --> 00:34:40.770
Julie Soukup: I you may not like this answer. I feel that

00:34:40.940 --> 00:35:02.919
Julie Soukup: I feel leveraging tools like we only have one slot open or common today, cause there's this spot open for you, and we'll give you $1,000 off. I feel that's manipulative. I feel like you're selling somebody a lifestyle change, not a car. You're selling someone a shift in there, truly, like in their life. Not

00:35:02.940 --> 00:35:18.680
Julie Soukup: a like a a titanium bar. And I feel that those that do those type of things scarcity deals like any of that aren't confident in their sales skills, and they're looking for cheap tactics.

00:35:18.680 --> 00:35:41.009
Julie Soukup: I don't think that I think the same patient would say yes, whether they were handed $2,000 off to have their exam today and get started today as they would if they just were connected with more. And if anything you've risked trust you, you've you're you're taking that trust equation, making me not see you as a transparent

00:35:41.340 --> 00:35:45.929
Julie Soukup: piece, but rather someone who's trying to manipulate me. So

00:35:45.980 --> 00:35:56.119
Julie Soukup: I might not have been the answer you wanted behind. Yeah, definitely, I mean, it's definitely a manipulation.

00:35:56.130 --> 00:36:06.730
Jacob Hiller:  and I just think it's interesting that it's so easy for someone to come and say, What do you have? Great is this the change you want to see in life? It is.

00:36:06.780 --> 00:36:10.079
Jacob Hiller: But why, now, you know, and that's the that's the

00:36:10.270 --> 00:36:33.529
Jacob Hiller: that's the final piece to the puzzle is like, I want this you've connected with why and like. We hope that. Why now is because this is the outcome you want, and if not, now, then, maybe never and for a lot of patients I think that may be true. If it isn't now then, it's probably gonna be never, you know, and I think, helping that patient to come to that moment that says, Hey.

00:36:33.700 --> 00:36:52.310
Jacob Hiller: to be honest, you know, let's look at this decision and decide if it's gonna be a no, let's just decide no, and figure it out and and cut the pain of asking ourselves. Maybe maybe maybe maybe all the time, if it's gonna be a no, let's make it a no, and if it's gonna be a yes, let's make it? A yes, and maybe that's kind of the salesperson's

00:36:52.330 --> 00:36:55.889
Jacob Hiller: tool is to help them arrive at the point of hey? Let's let's

00:36:56.390 --> 00:37:09.169
Julie Soukup: yeah. And I think. And I think that goes so much into that space of a. These people are being vulnerable for the first time and talking about something they're insecure about. And they want change. They're they're coming to you for change.

00:37:09.260 --> 00:37:20.329
Julie Soukup: And then the second thing is, too, is like having that of being being a coach and being a guide and being a mentor but the one thing I do wanna say with that is that I think that

00:37:20.390 --> 00:37:45.969
Julie Soukup: for some patients, and I think this was a huge shift in clear choice when I became a consultant and then was in the training place. The biggest thing I did first was talking about what we were calling call backs. And that's where it's like, Hey, if you're leveraging, you know, true trust, true transparency, wanting to understand this patient being empathetic, recognizing that this is a 20 to 60 grand surgery and

00:37:45.970 --> 00:38:00.460
Julie Soukup: you know, being kind of aware of all of the things or all of the Yeses, even outside of their own head, that they have to do. And you handle that conversation with like grace and true concern, that a lot of these patients.

00:38:00.460 --> 00:38:26.889
Julie Soukup: I agree with you and kind of having that moment of saying, like, you know, there's nothing missing here. I'm gonna push you because you told because I earned this conversation, and you told me that you wanna start dating like you told me that you gave me that gift. So I'm gonna push you, but for some of these patients that just needed more time, or kind of to get their ducks in a row, and to to what I would say, continue that conversation with them. And so I think.

00:38:26.890 --> 00:38:37.149
Julie Soukup: clear choice. It's such a mindset when I was promoted, that was, and we had a new CEO at the same time, and and he had shared the mindset I had, which was also like.

00:38:37.150 --> 00:39:04.639
Julie Soukup: we're not closing same day. Things we're not. We're not doing. Here's your spot. It's open today, like, let's go like we weren't doing that, and and that it was taking away that, seeing that okay, they have to decide this in this moment. And seeing okay, what are the things that you need to know or need to have answered, to move forward. And if great, you need to talk to your mom, I'm gonna keep you accountable to that great you wanna you need to, you know, close, you know a a

00:39:05.110 --> 00:39:18.799
Julie Soukup: ask, your home equity line of credit. I'm gonna be accountable to you. And seeing it as a longer conversation past just that consultation and seeing call backs in those things. And once we started looking at

00:39:18.840 --> 00:39:40.539
Julie Soukup: you know, older leaves the gold in the hills, I call them. You know, any of those things that and golden the hills that sounds so minute if you live in sales leave. But there's so much people that are like. Now is the better time. Now I am maybe had a and have a better job. Or maybe I did have a Brett bad breakup like, I can't stay in this space anymore. I've had something else

00:39:40.680 --> 00:39:56.989
Julie Soukup: that has provided more change. Maybe my line now wasn't strong enough that first time I came in for my consultation. But if you handle these people with kindness, and you know, like what their goal is, and how they want to get there and and stay kind of in touch to continue to give them information. They will come back.

00:39:57.160 --> 00:40:01.440
And I think that's where sometimes, you know, people have used

00:40:01.480 --> 00:40:07.729
Julie Soukup: either coaching because they're like, Gosh! We get these guys so close, and they don't move forward, or even the virtual things of saying

00:40:07.740 --> 00:40:28.540
Julie Soukup: offer a virtual consultation to everyone that hasn't come in for 6 months, you know you might have 2, 3, 4 years of old patients offer this tool up for at least these patients to get re-engaged, and some sort of virtual consultation. You know both of those are being like, how do we? Just? They're not a patience not quite to. Yes.

00:40:28.540 --> 00:40:52.159
How do we keep giving, filling in these gaps until they get there? Is it finance? Is it comfort? Is it family? Is it apparent? Is it a spouse? There's these gaps to get there. And assuming if they didn't move forward, they don't have money. A lot of people have people they could ask, or I've had people that apply for financing for them. And so it it comes like own your space, you know, marketing companies will give you these leads.

00:40:52.160 --> 00:41:17.040
Julie Soukup: But what are you converting them at like? How many of those leads are closing? How long are they closing? Are they closing in 4 months? Are they closing in 6 months, you know. How can you take your close rates of people that are showing up and make it better? It's so often the dentist will say, or or prostitutes will say, Man, it's just this leads or badly is, nobody has any money, and I'm just like, I just laugh. I'm like, you know, what are you doing like? Well, how are you communicating?

00:41:17.040 --> 00:41:33.240
Julie Soukup: How's your consulted communicating? Are you using a virtual consultation to set it up? And if you're not leveraging all those tools to like, improve your lead flow and continuing to build that relationship with a patient if you're trying to high pressure, close them. Day one.

00:41:33.270 --> 00:41:52.189
Julie Soukup: I wonder why didn't close like II wouldn't want that. And so I think it kind of goes, you know, on on both sides of it is like, what's what's your follow up? What's your close rate like? What do you do with these leads that are given to you? And if and if the patient maybe doesn't quite have a strong, why, now, right now.

00:41:52.390 --> 00:42:10.559
Julie Soukup: why, now, at that moment we know it's gonna get worse. So you know, being top of mind, reminding them what their future could be, reminding them, what Christmas could have been like, you know what or with, with that confidence smile being an advocate because they told you these things.

00:42:10.560 --> 00:42:23.440
Julie Soukup: And helping him get to that. Yes, there! Why, now could be like, now I'm ready. I can't do another Christmas like this. Well, I'd seen you for 3 months, but now they're why, now it's more more strong, so I think it's I think it's

00:42:23.520 --> 00:42:39.979
Julie Soukup: the best of the best are aware of all of those pieces. And actually, they have more fun, cause they're connecting better. You know, they're helping people. They're really motivating people. They're influencing people. They're not selling people, you know. That's the difference.

00:42:40.650 --> 00:42:52.890
Jacob Hiller: Yeah, I think what I'm hearing is you need to give create a space where you know the decisions that need to be made, their space to do it. If you make a space too small and they can't have the freedom

00:42:53.110 --> 00:42:58.130
Jacob Hiller: to make those decisions or or explore the things they need to. Then they'll probably back out

00:42:58.180 --> 00:43:22.510
Jacob Hiller: because it's it's scary. And but at the same time you wanna guide enough to where they're not able to just start listening to their anxieties again, or their fears or their shame, saying, no, you should spend that money on your on this or that, or you're not. You're not worth that, or that's too expensive for you. And so at one side you got, you know, considerations and commitment that they need to listen to. And, on the other hand.

00:43:22.510 --> 00:43:39.980
Jacob Hiller: maybe these anxieties and things that they have to come to terms with, and not not be guided by, because they can just as easily go back to that. And suddenly they're not choosing themselves suddenly, they're not getting sales permission so interesting. That's that's an interesting take. So

00:43:40.020 --> 00:43:50.770
Jacob Hiller: What's what's the best way to connect with you to to learn to learn more about. You know how we can get coaching into an office or or get some help at the.

00:43:50.850 --> 00:43:56.730
Jacob Hiller: at the first stages of the patient journey to help nurture them to that level. How do we reach out to you? How do our yeah.

00:43:57.020 --> 00:44:20.559
Julie Soukup: So I'm on Linkedin all the time, so if you see my name you could look it up and message me, and I will respond right there. But the the 2 websites of the company is is the medical memory. Now, the medical memory actually is used to also send videos to patients. But that's the medium that's used for coaching. So www dot the medicalmemory.com

00:44:20.560 --> 00:44:35.419
I'm Julie at that and then smiles. Snap is is that Smilesnapcom? Www smilesap.com and I'm Julie at that. So so whether I mean II would say the quickest and fax is, look up my first and last name on Linkedin. Shoot me a message

00:44:35.420 --> 00:44:47.219
Julie Soukup: happy to engage there. But both of these tools are are profound. Again, to help close rates, help coaching, help your practice. I want to say medical memory.

00:44:47.220 --> 00:45:12.200
Julie Soukup: spine, surgery, orthopedic surgery, all those things. It is also used in this coaching space. You don't have to send the videos to the patient. It goes to the trainer and said, So if you're like, wait a minute. This looks. This looks interesting. But but both of those resources are are definitely available, and then our team on both sides. Can help equip talk about it, demo it all of the things to really again using these virtual tools

00:45:12.200 --> 00:45:29.189
Julie Soukup: that are now readily available to accelerate your practice. You know, to have experts the best of the best that are in your office still helping support you and your patients. To to move forward. So yeah.

00:45:29.190 --> 00:45:42.719
Jacob Hiller: there's not a lot of people when I talk to Julie the first time I was like. There's not a lot of people who've heard that many treatment coordination treatment presentations and pick them over with a fine tooth comb. There is not that many people who I could talk to, who's going to be like.

00:45:42.790 --> 00:46:11.750
Jacob Hiller: who's gonna have seen and and have the insight that Julie does. So even a conversation with Julie, I'm sure, is going to yield some fruit, whether whether you use smile, snap 360, and the medical memory where they use them or not. I'm sure that she, she shares generously and and can help you get some direction for the next level, so I appreciate you, sharing all the insight that you've gathered, and I know years and years and years, hours and hours of listening to get to the comments you made today. So I appreciate that. And

00:46:11.890 --> 00:46:39.839
Jacob Hiller: JULI ESOU. K. Up Julie Sukka. Yep, and then thank you for coming. We appreciate it, and we'll talk soon. Alright. Thank you. Alright. Bye, bye.

00:46:42.190 --> 00:46:43.370
Julie Soukup: like my link.

00:46:43.910 --> 00:47:11.930
Jacob Hiller: Okay, yeah. Just send them to me. You send them to me, and then, if you want to be on the demo cool. And if you want me to consider anything like, Hey, you know, we wanna make sure we continue to do coaching with them, or whatever. Just let me know, like I don't want to encroach on anything that you're doing with the other companies. And and if you wanted to, you know that Demo is is really as simple as it gets the one I just gave you. But if you wanna dig in more like the details, and that, and be glad to do that sometime. If you want

00:47:11.930 --> 00:47:25.209
Julie Soukup: one of them. I just like to. Just so. I'd know it for the first one but after that, then I wouldn't need to, but for sure let me look through my stuff. I definitely owe that for you guys to check that through. So let me see who I have in my little place

00:47:25.290 --> 00:47:31.879
Julie Soukup: cause a lot of these clear guys they left, and they did their own stuff. And that's some of where I asked before, you know. So

00:47:31.910 --> 00:47:33.910
Julie Soukup: okay, cool. Thank you.

00:47:34.030 --> 00:47:37.719
Jacob Hiller: Okay, Julie, we'll chat soon. Thank you so much. Bye, bye.


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