The Remarkable CEO for Chiropractors

00:49 – Dr. Pete and Dr. Stephen introduce today’s topic, The Phoenix Plan 11:27 – Dr. Pete and Dr. Stephen take a break to promote The Remarkable Practice Attraction Immersion event this April 202013:48 – The three phases of The Phoenix Plan 26:39 – Dr. Pete and Dr. Stephen take a break to promote Chiro Match Makers 29:00 – The stages of value 33:56 – The three levels of healthcare 39:46 – The importance of being fully present right now EPISODE QUOTES“We are in the trenches in the battle with you. No one is immune to this situation. This is not a you thing. This is not an us thing. This is not a chiropractic thing. This is not just a CEO thing. This is not an American thing, an Australian thing, a Canadian thing – this is a global situation, and everyone is in it. So, we just want you guys to know that we’re in it with you.” (03:06)“I think about this concept of ‘what grows down must grow up.’ When you think about planting a seed in the ground, the first thing that happens is it grows down before it grows up.” (08:21)“As the Navy SEALs like to teach, we have contingency plan A, B, C, D, E, F, because we know – we absolutely know – we are going to fail in the process. So, it’s not win or lose; it’s win and learn.” (21:46)“That first level of healthcare – that treatment of disease – is all about keeping people from dying. Whereas, that second level of healthcare, which is disease prevention, is really about keeping people safe. Wash your hands, clean the surfaces, social distancing, no hugs and high fives, that kinda stuff. And everyone’s having that conversation.” (36:36)“In Chinese, the word ‘crisis’ is made up of two characters. One of the characters is danger. The other character is opportunity.” (41:28) (Dr. Pete)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic BusinessThe Remarkable Practice Immersion EventChiro Match Makers WebsiteRegister for Australia VIrtual Immersion

00:37 – Dr. Pete and Dr. Stephen recap the Ten Steps of Mastering Delegation 03:36 – Step Ei2ght: Metrics, tracking, and reporting systems 08:09 – Identifying the metrics that matter 12:07 – Dr. Pete and Dr. Stephen take a break to promote The Remarkable Practice Attraction Immersion this April 2020 13:56 – Step Nine: Establish meeting rhythms 22:01 – Step Ten: Assess, repeat, or pivot EPISODE QUOTES“All of us, as owner operators, have had the experience where we got to enjoy the total control. I knew exactly what was happening. I knew when it was happening, where it was happening, who it was happening with. I knew the quality. I had my hands all over it. So, that is one of the rewards you get as an owner operator…you get to have that control and that’s the thing we really, really dislike giving away.” (07:21)“CEOs require that the information flows to you so you’re making data-driven decisions.” (14:30) “We don’t use emotion, we use metrics. This reporting system is absolutely critical.” (17:19)“The meeting rhythm is critical. Once you’ve established the metrics, they all come and land in a place where they’re discussed – they’re reviewed. So, visibility becomes accountability when it lands in this meeting. So, what you see is what you get.” (20:58)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic BusinessThe Remarkable Practice Immersion EventChiro Match Makers Website

00:38 – Dr. Pete and Dr. Stephen welcome to the podcast Dr. Nick Silveri to break down the impact of the recently passed CARES Act 06:05 – Eligibility 07:04 – What lenders will be looking for and the timeline for small businesses to act on this 14:01 – How much money small business owners can borrow18:15 – Navigating through this unprecedented crisis as a small business owner 22:06 – Dr. Pete and Dr. Stephen take a break to provide an update on The Remarkable Practice Attraction Immersion this April 2020 26:34 – The importance of leadership in these trying times 33:11 – Loan forgiveness 36:30 – Differentiating between the paycheck protection program, the disaster loan and the tax credit 41:26 – Strategies for stabilizing yourself, your team and your business 44:16 – Where listeners can learn more about Dr. Nick EPISODE QUOTES“If you are listening to this and you are a chiropractor, and you own your business, if you have employees, if you’re a sole proprietor, if you’re an independent contractor inside someone else’s business, all of those people will qualify for this [the CARES Act].” (06:10)“Here’s my argument for why you need to move fast. There is a set amount of money in this bill - $349 billion – that is going towards this program in particular. I have no idea what the private payroll of companies under 500 people across the country is, because everyone is going to take advantage of this.” (12:16)“This is such a great time for you to be pouring into your ideal patients. What is it that they need right now? How could you and your team be creating content that would give them some hope right now. Cause there’s a lot of people that are pretty down about what’s going on right now. You could be a ray of sunshine for these people the way I’ve been able to be a ray of sunshine for offices out there that didn’t know what they should be doing.” (28:26)“There are so many things that we could be doing right now as far as the highest and best use of your time to continue to grow your business but be the authority. People will remember how you make them feel and they’ll remember especially how you lead during this time.” (32:31)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic BusinessThe Remarkable Practice Immersion EventChiro Match Makers WebsiteDr. Nick’s Website

00:37 – Dr. Pete and Dr. Stephen speak to the ongoing Coronavirus pandemic and how to approach times of uncertainty as a CEO or small business owner03:59 – Ten Things You Should Be Doing Right Now as a CEO 07:52 – One: Identify what is most important right now 11:42 – Dr. Pete and Dr. Stephen take a break to provide an update on The Remarkable Practice Attraction Immersion this April 2020 14:14 – Stabilize, Reactivate, Mobilize 16:57 – Two: Meet with your team and get everybody on the same page 18:16 – Three: Stabilize your base of patients 22:23 – Four: Dealing with the people who are skipping, missing or not showing up for their care 25:29 – Five: Creating content every day 27:37 – Dr. Pete and Dr. Stephen take a break to promote Chiro Match Makers30:10 – Six: Distributing content 33:04 – Seven: Add value and engage on your social media platforms35:47 – Eight: Doing virtual consultations 38:19 – Nine: Creating and promoting advanced workshops and webinars 43:22 – Ten: Train your team on objection management 45:56 – Dr. Pete and Dr. Stephen provide some wisdom and guidance from lessons they’ve learned from facing crises throughout their careers EPISODE QUOTES“The most important thing to focus on is the big ‘Why’ right? The ‘why’ is where all the activation energy is gonna live for you to do this hard stuff that we’re gonna tell you you need to do right now.” (04:34)“Docs, this is the time where leaders need to step up and lead from the front, right now.” (06:28)“If you focus on the places where you have influence, your influence grows. If you focus on areas that you don’t have influence, your influence shrinks.” (15:40)“If there’s any level of instability within the context of your team, that will always create a shakier foundation for your patients.” (18:51)“Like with any great crisis, it really reveals everybody’s character. And, it’s just awesome to see how people have stepped in and stepped up.” (28:54)“Decision makers are sick and tired of having businesses that are closed, empty schools, empty churches, empty gyms, etc. People are gonna be ready to hear a better way to better health. They’re gonna be looking for an expert who can tell them how to reduce their risk and mitigate the risk of their people and their coworkers. And they don’t want to be this exposed. They do not want to repeat this again. And you’re gonna show up with a solution, a better way to better health.” (42:51)“We know the number one thing you can do to boost your immunity is going to be in your mental state. It’s how you’re thinking, and how you’re believing and what you’re seeing.” (45:16)“Leaders know that we can’t always choose our circumstances, but we can always choose our attitude.” (51:15)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic BusinessThe Remarkable Practice Immersion EventChiro Match Makers Website

00:37 – Dr. Pete and Dr. Stephen introduce today’s topic, Delegation, Part 202:56 – Dr. Stephen recaps the first four steps of the Ten Steps of Mastering Delegation07:12 – Dr. Pete and Dr. Stephen take a break to promote The Remarkable Practice Attraction Immersion this April 202010:32 – Step Five: Set expectations and agreements16:36 – Step Six: Incentivize with rewards and consequences23:18 – Step Seven: Training and Equipping 25:36 – The Kobe Bryant Example 28:35 – The importance of Marketing, Money & Training EPISODE QUOTES“The bridge between the owner operator and the CEO is delegation.” (00:51)“In the Remarkable Practice and the Remarkable CEO one of the things that we talk about is how important tools are, but tools aren’t the solution. They’re part of the solution to creating the more remarkable practice and a more remarkable life.” (10:57)“Your team members aren’t looking for friendship, they’re looking for leadership. So, you want your team to trust you. And so much trust comes when you’re really clear on setting expectations and agreements.” (13:18)“Leadership toggles between challenge and support. There’s challenging and there’s supporting. That’s what a leader is constantly navigating – that toggle between I’m challenging but I’m supporting you.” (15:45)“Know your people. Know what incentivizes them so that you’re not insensitive and you’re just throwing money at people that, very often, that can be a turn off. So, next thing you know you’re spending your money and they don’t even want that or appreciate that. So, money is great, but make sure that you know your people when it comes to incentivizing them.” (21:28)“The best return on your investment of time, energy, focus, and money is training and equipping your people.” (27:21)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic BusinessThe Remarkable Practice Immersion Event

00:37 – Dr. Pete and Dr. Stephen introduce today’s topic, Delegation, Part 1 08:28 – Ten Steps of Mastering Delegation 13:10 – Dr. Pete and Dr. Stephen take a break to promote The Remarkable Practice Attraction Immersion this April 202015:27 – The importance of giving up visibility and control in order to delegate effectively 19:02 – Scalability and growth 20:56 – Dr. Pete and Dr. Stephen take a break to promote Chiro Match Makers21:39 – Step One: Identifying specific desired outcomes 29:55 – Step Two: Identify actions that produce outcomes 35:17 – Step Three and Four: Apply the 80% Rule of Delegation and identify the best qualified team member41:49 – Dr. Pete and Dr. Stephen encourage the audience to tune into Delegation Parts 2 and 3EPISODE QUOTES“As a CEO, execution so often means that you’re the one doing the delegation. So, execution means delegation as a CEO to create true scalability and durability.” (02:17)“Once we had the right person in the right seat doing the right work the right way, we now have greater visibility and greater accountability to our financial picture and to the business side of our business than we’ve ever had by a factor of 10x.” (18:36)“The vision is the outcome I want, new patients coming from outside of our ecosystem, from outside of our patient base and our tribe, and let’s go get ‘em! Let’s go into the churches, let’s go into the workspaces, let’s go into the gyms, and let’s do outside talks.” (28:56)“I need to do networking. Whether it’s internal or external networking. Whether it’s some structured networking event like a community event, like a Chamber of Commerce event. Or whether it’s networking where you go out on your own, whether it’s cold calling or just getting out into your community and talking to the owner of the store that you’re shopping in. Whatever it is, you have to establish those relationships.” (34:47)“If somebody can do something 80% as well as you can, delegate it!” (39:04)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic BusinessChiro Match Makers WebsiteThe Remarkable Practice Immersion Event

00:38 – Dr. Pete and Dr. Stephen introduce today’s topic, Expectations & Agreement, Part 2 04:36 – The ‘break out’ and ‘break in’ process of acquiring and retaining patients and clients 07:58 – The importance of alignment and setting expectations and agreements with your patients 11:01 – Problem, Goal, Path, Plan 14:43 – The Three Patient Goals 17:15 – Breaking In 21:17 – How transparent expectations and honest agreements make a practice truly remarkable 25:26 – Revisiting expectations and agreements with difficult patients 27:21 – Dr. Pete and Dr. Stephen encourage listeners to reach out, leave a review and provide feedback on the show EPISODE QUOTES“We’re in the relationships business. All business is relationships. We’re in the relationships business and we all want the same thing. We all want successful, productive, long-term relationships.” (03:19)“If you get the ‘break out’ right and the ‘break in’ right, you avoid the ‘break up.’” (04:48)“And the immediate goal usually sounds something like this, ‘I want to get rid of something.’ The short term goal is, ‘I want to get back to something I have to do’ like work. And the long-term goal is, ‘I’d love to get back to something I love to do.’” (14:48)“Because there’s expectations, because there’s agreements, you have the ability to have a remarkable practice as part of a remarkable life and not instead of one. It doesn’t happen by accident. It happens on purpose.” (21:15)“The adjustment itself is not the process. The adjustment starts the process. Your body does all the work between the adjustments.” (24:08)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

00:39 – Dr. Pete and Dr. Stephen introduce today’s topic, Expectations & Agreement 04:10 – The importance of commitment and accountability 06:25 – The five stages of onboarding a new hire on your team 09:22 – Setting expectations during the hiring process 14:01 – The football analogy 15:20 – The importance of having honest and open discussions during new hire orientation 17:49 – The multi-faceted onboarding process and the importance of building your team the right way EPISODE QUOTES“Your attraction is a reflection of your certainty. Your conversion is a reflection of your conviction. Retention is a reflection of your clarity. Well your team will be a reflection of your commitment.”“Where you come from determines where you’re going.”“It’s the big difference between a CEO and an owner operator, right? So, the owner operator’s like, ‘Ok, I’ve got a gap. I’ve got an emergency. I need to fill the gap. I need a warm body – someone who’s available, who’s interested, who’s nice and not a felon – and you’re hired.’ That’s a terrible way to do it.”“It’s been my experience in my life that, with all of my long-term, successful and productive relationships, they always started with two things: expectations and agreements. Transparent expectations and honest agreements.”“This is critically important. You’re creating your business. Your team is your business. You are creating your business. These are the people that you’re gonna get to work side by side, you’re gonna be relying on them, and you’ve gotta make a commitment to A-players only.”LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

00:38 – Dr. Pete and Dr. Stephen read some listener reviews and testimonials 05:56 – The importance of documenting testimonials 07:53 – Dr. Pete and Dr. Stephen introduce today’s topic, Collections 13:28 – What you should actually be measuring in your business or practice 18:40 – Breaking down marketing and payroll costs  25:36 – Strategies for capturing these critical metrics 29:26 – The importance of understanding that metrics are all connected in your business 31:11 – The sensitive yet vital subject of money EPISODE QUOTES“Testimonials are the nitrous oxide of purpose.” (05:56) (Dr. Stephen)“The purpose of a business is to add value by solving a problem for another person.” (10:22) (Dr. Stephen)“One number is a fact. Two numbers is a story.” (14:45) (Dr. Pete)“As you grow, growth sucks cash.” (18:10) (Dr. Pete)“When you become a CEO, you stop just running your business on emotions and gut feelings and instinct. And we like to say it’s one part gut, two parts data. And you need that data.” (28:05) (Dr. Stephen)  LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

00:37 – Dr. Pete and Dr. Stephen introduce today’s topic, Retention 06:32 – Defining metrics such as PVA, or patient visit average 11:19 – The definition of an ‘active patient’ 15:15 – The importance of tracking and measuring compliance as a key performance indictor 18:50 – Establishing a bar of compliance for patients 20:57 – Other retention statistics to keep in mind EPISODE QUOTES“Retention is the ultimate win-win-win.” (03:01)“Having a remarkable retention practice is the highest integrity thing you can do.” (05:09)“The average person that started care with us stayed for over three hundred visits during their lifetime. Think about that – not twelve – three hundred. So we’re doing something right.” (10:38)“A person who goes inactive is simply somebody who has decided to not follow your recommendations for care. Make this black and white guys because remember, you’re a CEO and you have a team of people. You cannot leave room for interpretation. This is a black and white number.” (13:03)“What retention is is the ability to identify where in the process do people stop being committed to what they have agreed to – to what the expectations are that have been laid out – where does that happen?” (17:51)“Remember gang, it’s so critically important that we own these numbers, that we as the doctor, as the owner, as the CEO, we have visibility into these numbers.” (22:44)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business