Unlocking Patient Trust with Danny Bobrow’s Persuasion Blueprint

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Welcome to the Haydocks Podcast with your host Jill Allen.
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Today I am joined by Daniel bob Row, CEO of
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AIM Dental Marketing. Danny has spent decades studying and teaching
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persuasive communication, helping healthcare professionals improve case acceptance, patient trust,
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and team confidence without feeling salesy or scripted. In this episode,
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where unpacking why persuasive communication is often misunderstood in healthcare,
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why so many practices struggle to embrace it, and what
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it really takes for doctors and teams to master these
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skills in a way that feels natural and ethical. So
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let's get started, and now a word from the sponsors
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who make this podcast possible. Are you thinking about opening
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closer look. Just follow the link in the show notes
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to learn more. When a cleaner workflow for orthodonic cases
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meet Clarity Solutions from Solventum formerly three M Healthcare. The
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control for planning through retention. Simplify your next case. Reach
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out to your local Sylvenum sales rep today or visit
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us at go dot Solventum dot com forward slash Clarity again.
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That is go dot so l v e n t
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Um dot com forward slash Clarity to learn more. Danny,
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I am so excited to have you on Haydocks. Thanks
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for being here today.
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It's my pleasure, Jill, Thanks for the opportunity.
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Yes, so the way I love to start off Haydocks.
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Anytime I've got a new guest on is, I love
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to have them share a little bit about themselves and
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their background, Especially for you, what led you into work
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with the healthcare profession and persuasive skills mastery.
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Absolutely my pleasure. It's sort of an accident of birth.
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You might say. I was born in the family of dentists.
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Were it not for my vision condition, which is not good,
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I might well have pursued a clinical career in dentistry,
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but instead I wound up pursuing the practice management, specifically
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the marketing side of the profession. My brother was and
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continues to be a practicing dentist in Glencoe, which is
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a suburb just north of Chicago. In nineteen eighty nine,
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while I was sort of a generalist marketing consultant, I
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was still focusing in healthcare. I did have chiropractors, pedietrists,
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a lot of fitness centers as my clients. My brother
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said that there was a real opportunity in industry. He'd
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only been practicing three years at that time himself, and
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he said that docts, we're going to need help with
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marketing and would I be interested in focusing on that
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vertical and without a whole lot of resistance, I agreed
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because I thought it made a lot of sense and
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he could be my laboratory and my guinea pig at
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the same time. So we began in nineteen eighty nine,
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and we went through a number of branding reincarnations at
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that time. You know, right now, I positioned myself as
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a full service the most experienced full service dental marketing
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agency in the country, but we weren't doing digital marketing
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at that time. There was no commercially available internet in
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nineteen eighty nine. As nineteen ninety nine two thousand rolled around,
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we did indeed jump in with both feet, so that
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that's what we were basically charged with doing by our
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health partners, which is how we refer to our clients,
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getting their phone during and then getting people to their website.
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In the process of generating those leads, we learned rather
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quickly that getting the phone to ring or getting someone
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to fill out a form on a website was necessary,
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but not sufficient to success. Prospective patients still needed to
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be communicated with in an effective manner to convert them
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into a solid and kept appointment and from that sprang
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another dimension of our offering, which I called the art
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of first Impressions, and that was concerned solely and exclusively
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with first time telephone callers to a dental practice. Before long,
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we realized that these skills of connecting with people, recognizing
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the essential nature of connecting with somebody emotionally before getting
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into rational discussion transcended just a phone call from a
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first patient first time caller. The conversion was important, but
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so is a case acceptance and treatment compliance. So that's
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what led to the development of the current program, which
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is called the Persuasion Blueprint.
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I love that and I'm so excited to kind of
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unpack all of this with you because you have worked
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with so many practices across the country, and not only
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on the dental side, but also in the orthodonic as
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well as other professions also. But I really want to
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dive into why do you think so many doctors really
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struggle to embrace the concepts that you have been teaching
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about in your Persuasion Blueprint.
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Well, that's a great question, because, first of all, it's
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a golden opportunity for me to practice what I preach,
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which is to persuade them that This is something they
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ought to embrace, and the reason that I think many
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of them don't is, first of all, no fault of
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their own. There's still, to this day, very little teaching
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of practice management or marketing in dental school Last I checked,
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the board licensing exams don't have any practice management questions
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on them, So the dental schools are concerned with producing
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people who can pass the state board licensing exams, and
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doctors are really left on their own to acquire the skills.
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There's no shortage of quality consulting firms, especially now, that
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can help dentists to acquire the full array of skills
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they need, But doctors, being doctors, tend to be rather
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clinical skills proficiency heavy, and I liken success in healthcare
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practice to a three legged milk stool, with one of
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the legs, to be sure, being clinical proficiency, but another
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one being business acumen, and a third one being interpersonal
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communications skill the unknown unknown, as Don Rumsfeld called, that,
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people don't know what they don't know. But I also
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think that when they do realize that there's a lack
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of that ability in their wheelhouse, I think the reason
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that they're embrace it less readily is they fail to
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view it as they view their clinical training and their protocols,
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which is a protocol. And I think that when.
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You view the acquisition of these so called soft skills
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with just as much rigor and commitment as you do
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your protocols, your clinical protocols, that success ensues.
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Yeah. Yeah, for sure. In our profession, I think it's
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often a lot of resistance to anything that sounds like
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selling because we're providing a service. We're not selling a service.
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But I think that we have to and I want
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you to kind of unpack this for us really help
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practices and doctors and team members refrain what it looks
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like to persuade somebody so it feels aligned with patient
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care rather than feeling at odds with it. And where
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this used car salesman that's trying to sell them into
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why they should move forward with some type of orthodonic
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treatment or in the dental, you know, move forward with
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a new crown or a new bridge or a new
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whatever it may be. So I'm wondering if you can
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talk us through that a little bit and unpack that
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for us.
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Absolutely well, that's certainly the next essential layer to address
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and overcome, which is this perception of persuasion or sales
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as some form of coercion or manipulation. You're too young
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to remember the movie Shane. I'm sure there's a notable
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line that Allan Led states in it, which is that
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a gun is like a hammer. It's a tool, and
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it's no more or less ethical than its user. And
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that's really the case. I do define persuasion as a
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set of skills and mindsets that are employed to influence
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someone towards a desirable course of action. It's pretty akin
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to sales too, which is empowering people to make a
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decision that's in their own best interest. And so it's
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only manipulative if you're a manipulative person. And I like
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to believe the people with whom I work, and this
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is table stakes for success with the persuasion blueprint anyway,
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is that you're a carrying and a competent individual, that
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you have the good and that you really want to
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deliver them to people for whom you're offering represents a
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fit with their needs. That's table stakes. Now, where the
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value of the blueprint comes in is that being caring
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is necessary but not sufficient. Being competent is necessary but
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not sufficient. There exists in this world of communication what
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I call a care gap, which is the gulf between
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one's intentions and how they're being perceived by their counterpart.
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And this is in turn because of a phenomenon called
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the illusion of transparency. In other words, we feel, we
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believe often that our caring is self evidence and that
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all we need to do is be caring individuals or
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be competent individuals, and people will flock to our door.
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It's because it's self evident, and that's not true. These
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are skills and protocols that need to be mastered and
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consistently applied in order to be successful. So we go
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through a number of different exercises with our coaching subjects
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to train them on signaling caring and to abide by
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what I call the thirty second caring rule, which is
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within the first thirty seconds of your communication with your counterpart,
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be they a prospective patient, a current patient, a non
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compliant patient, that you first and foremost let them know
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that you remind them oftentimes that you are a caring person.
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The sequence to persuasion is a threefold sequential process which
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you go through caring, then you go to connection, and
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then follow and conclude with collaboration, and you can't achieve
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one until the preceding one has been accomplished. So we
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work with our students on transmitting caring. And that can
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be simply using and pronouncing your patients your parts name correctly.
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It can be the tone of voice. It can be
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the choice of words that you use so that you
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avoid negatively charged words and embrace positively charged words like proud, concerned,
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and conservative. Not politically but in terms of treatment. Yep,
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that you employ a conservative approach. This is what resonates
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with people because what we really want to do is
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uncover the underlying emotion. People will say one thing and
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they're really looking for something else. Yes, when people are
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searching for a service that they're unfamiliar with, the most
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commonly asked question is how much does it cost? And
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that often triggers us into thinking this person is looking
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for a bargain or they're not valuing treatment. In other words,
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our mind conjures all these different assumptions that are probably
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not correct, or we take it personally. And I draw
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upon the work of Ruiz, who wrote the Four Agreements,
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and a number of other authors who really drilled down
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to what people say, isn't what they mean, And what
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we really need to do is get at what the
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meaning is, what is the underlying emotion that's driving their
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desires and fears. And that's premised on the fact that
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we make our decisions emotionally and then we justify them
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logically because we're not so much rational as we are
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rationalizing beings. So we really work a lot on helping
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people realize that because we're sort of victims of our
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brain architecture and chemistry, our brains have not evolved to
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keep up with civilization. Our default mode is to respond
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emotionally because our limbic system is geared to help us survive.
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And before there were civilization, the human being on the
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savannah who scrutinized the number of stripes on a tiger
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wasn't going to remain in the gene pool very long.
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So we were trained to view any change anything is
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a threat response and that's carried over into modern civilization.
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So what we work on is to regulate our olympic
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system to first of all, regulate ourselves so that we're
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not feeling emotionally threatened, so that we can then regulate
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the emotions of our counterpart so that we can both
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move out of our olympic system into our prefrontal cortex,
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which is the center of a cognitive and executive function,
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and that's where rational decisions are made.
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Yeah. I love you really breaking that down, and I
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like what you said about how we so many times
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we react or act from an emotional state and then
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move into that logical decision on this. And I think
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your point about cost, and I see this so much
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with my doctors, where immediately a doctor takes that if
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a patient asks how much does it cost to being
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such a personal affront? It's almost like this whole guard
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goes up. And I love that you're really working with
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doctors to understand maybe there is something different behind to
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your point, what that question? You know, don't just take
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it for what it is right on the face there, right.
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And the key is that if you're going to persuade others,
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you need to persuade yourself, and that means really taking
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a look at how you're processing information and responding emotionally.
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The four agreements the book I mentioned earlier talks about
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four agreements that you make with yourself, and the premise
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is that we've all been sort of domesticated into being
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either a judge or a victim, and these are defense
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mechanisms which don't serve us well in civilization or in communication.
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And one of the agreements is to not make assumptions yes,
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and that's really a lot easier said than done. Another
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one is to not take anything personally, which is either
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even more difficult. For sure, when you look at taking
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things personally, it's almost a sort of an arrogance, because
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who are you to feel that you have control over
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what the other person is feeling or saying that's their issue,
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not yours. And so when we can distance ourselves or
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detach ourselves from that dynamic, it really helps us stay
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in the game and be present in a positive as
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opposed to a negative an emotional vortex that we meet
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resistance with resistance, and then that doesn't go where we
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want it to go. So basically a lot of those
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skills pervade all three of the s's that I talked about,
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but we've really only largely talked about the caring component
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and the importance of signaling caring. It's essential. And then
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the next thing that we need to do is to
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connect with our counterpart, our patient and a big mistake
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that a lot of doctors, especially professionals, make is that
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they assume that people are looking to hear about your expertise,
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that they're going to be more impressed and responsive to
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learning about how good you are at what you do.
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And again, evidence is not self evident, and you do
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need to communicate it, but not yet. The important thing
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is to understand what's important, what's driving your counterpart, what
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your patient's needs and fears are, and when you can
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articulate that, perhaps even better than they can themselves, that's
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when trust forms. That's when you close the trust gap
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because study after study has shown that people value far
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more highly your ability to clearly communicate your understanding of
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what drives them. Then they are impressed by your credentials
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and your expertise. Wise person one said, if we're going
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to do business together, the details can wait. If we're
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not going to do business together, the details don't matter.
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And this is on telephone skills too. That's what we
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teach when receiving a call from a perspective patient. So
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many people are i think, following the intake form and
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their practice management system. So somebody calls us, hi, I'd
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like to know how much a crime. The first thing
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you'll hear is your name, Yeah, insurance, and that is
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not exactly making a connection. That is a clearly transactional
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as opposed to relational exchange. So the important thing is
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to say I can help you with that. My name
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is Danny. May I ask who I'm speaking with, and
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then you get the caller's name, and you didn't say
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your name. You gave them your name, so it was
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a quid pro quo. I'm engaging in what Robert Chaldini
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refers to as one of the principles of influence called reciprocity.
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So before I ask you for anything, I give you something,
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and I also said I can help you with that.
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So I'm sort of setting the tone for the relationship,
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which will, by the way, that'll help your treatment coordinator
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and the dentist to also communicate with the patient because
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you're setting the tone for a relationship based on mutual
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trust and respect. And then the next thing I ask,
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and if it's an orthodontist, this may or may not
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be true, but you'll see in a MI in a
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why ask it anyway, The next question I always ask
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is are you in any discomfort presently? Jill, I use
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your name, and I ask people why do you think
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I'm asking that question? And people say, well, you want
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to know if it's an emergency and you need to
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get him in right away. I say, well, that might
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be the information that I'm going to receive. But what
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I'm actually doing is I'm imparting an emotional state. I'm
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imparting that I care about this person. And this is
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all in the first thirty seconds, So at the other
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end of the call you may not realize that, but
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this person is being bowled over by the fact that
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they've never talked to a healthcare professional who has established
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caring within thirty seconds before yes, yeah, And then I
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continue and we'll say, well, who may we think for
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referring you to us today? And again, that's not to
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track how effective my marketing is. That's to exude confidence
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and pride and an assumption that you must have been
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referred by one of our happy patients or referring doctors,
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because everybody's happy with the work that we do here.
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And then the last question is you mind if I
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place you on hold for just a moment so that
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I can get to a quiet area and give you
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my undivided attention. Again, this is to help give you
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an opportunity to clear your mind and prioritize, because this
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caller should be the most important person in the world
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to you at this moment. But it also conveys caring
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to them. I don't say it's a madhouse here, please hold. Yeah,
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but a lot sadly. Yeah, but have you seen me, Jill?
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Do you mind if I place you on hold for
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just a moment so that I can get to a
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quiet area and give you my undivided attention. That shows
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real caring and professionalism. And again, you've just teed it
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up for the rest of the team to have a
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positive experience with this patient.
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Yeah, yeah, that's that's great. And now a word from
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00:20:54.759 --> 00:20:58.519
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00:20:58.640 --> 00:21:03.119
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00:21:03.160 --> 00:21:07.519
emails go out automatically, and your treatment coordinator just checks
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00:21:07.599 --> 00:21:10.839
their tasks list to see what needs a quick call
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00:21:11.200 --> 00:21:14.200
or a more personalized message. That is one of the
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many reasons I recommend everyone take a look at Grayfinch.
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00:21:17.960 --> 00:21:21.000
It isn't just a follow up tool. It's a complete
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00:21:21.039 --> 00:21:24.559
practice management software built to help you grow and scale,
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00:21:25.039 --> 00:21:28.119
stop leaking revenue, and get five hundred dollars off your
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00:21:28.119 --> 00:21:33.279
startup fee with the Jill allenspecial at Grayfinch dot com
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forward slash Jill Allen. One question that comes to mind
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as I'm thinking through this, and I know that you're
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going to finish us up and not leave us hanging
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on collaboration because you've done so well at talking to
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us about caring and connection. But I'm just curious on
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your thoughts on how difficult I think this can be
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for orthodona and dental professionals, and I think even their
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team members to really master these skills. And what are
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you seeing that maybe helps them change the direction of
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this learning curve to make it easier, and or why
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sometimes it's harder for certain doctors or certain team members
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to really kind of get this.
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That's a very important question because we want to set
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our offices for success and this isn't earth chattering. You
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probably could guess what I'm going to say, but there
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has to be a commitment on the part of the
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doctor because the team will respond to the cues they
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receive from the practice owner or the practice administrator if
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it's been delegated to him or her, but there's no
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substitute for that, and then there's no substitute for practice.
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We call it triad learning scenarios, otherwise known as role play,
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which people fear at first.
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And hate usually.
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They do. I learned to sell in the fitness industry.
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I remember I was working at a health club that
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was the flagship of the chain. It was the country's
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largest chain, and it was being built and we were
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basically in a dry walled room while they were constructing
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the facility, and my coach would would use the dry wall,
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which was going to be torn down anyway, as a
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chalkboard as a whiteboard for us, and he would write
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finesse and he would say, all right, Danny, I am
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just walked in and I would like a tour of
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the club. Go. And at first it's like, well, I
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would say, no, no, not what you would say. We're
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in role let's do it. And it would be fun
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actually pretty quickly because it's a form of performance. And
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then the structure is that you have an observer, a
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team member and a prospective patient for instance, and we
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give you a scenario. We say go and someone says, hi,
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thank you for calling Barbara Family Dental, where we're creating
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a happy community, one smile at a time. This is Danny,
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how may I help you? And they go through it
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and they say, I'd like the nomach of Crown Costs.
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And you know, we give them the script and they
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can read it at first if they want so. We
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want it to be simple and fun. They go through
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the scenario and at the end we say, all right, Danny,
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how do you think you did? We always have the
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subject the team member self evaluate first. You know why
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we do that because the team member is always hardest
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on themselves and they get it off their chest. And
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then the observer or the prospective patient get to say, well, actually,
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I liked when you did this, and I liked when
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you did that. And then the big question I ask
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is not what did you like? But how did she
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make you feel? Did you feel cared for? And then
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the person gets the feedback which will be self reinforcing
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over time. So to answer your question, the success requires
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commitment on the part of the the owner requires commitment
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on the part of the team and consistency. You know,
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the treatment coordinator front desk and dentists should all be
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involved in the coaching because they all need it. These
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are essential skills that transcend any human interaction. I'll just
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elaborate a little further and warn you against what you
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may already know happens. But a lot of team members
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have been trained by their owner to just patiently ride
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out the latest wave of enthusiasm they get after being
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exposed to some new protocol or some new seminar that
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they just attended, because again, the human mind, we like
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familiarity and pattern recognition. That's how our minds operate. We
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don't like change, even though it's been proven that our
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minds are capable of it through the you know, study
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of neuroplasticity, and that we can rewire our neurons. People
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resist it at first. Even a positive chain can freak
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somebody out. You know, if you're a parent and there's
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a new school that just opened down the street that's
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got wonderful credentials and great, you could say, oh, that's wonderful,
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I can't wait to enroll my child. Or you'll think, well,
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I wonder how hard it is to get there. I
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wonder what security is like. I mean, this is the
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way our mind works. We think, we think in terms
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of the negative because that served us in the jungle
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forty years ago. Yeah, but it doesn't anymore. So those
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are the things that are quite simply need to have happened.
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There's got to be commitment, There's got to be consistency
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and clarity from the team owner from.
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The presence you're so right on, And it's kind of
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that leading from the top down, whether it is the
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doctor or the office manager, they have to be on
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board with it. Team members have to be on board
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with it. And back to your point of it is
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role playing. At least on my side, when our teams
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work with teams in role playing, it is always met
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with such resistance. But to your point, I think once
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people understand it and get why we do it, it
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is so beneficial. I always take it back to that
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muscle memory. If we are going through the scenarios or
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thinking about what's the worst that can happen, or just
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getting all the wiggles out, getting all the anxiety out,
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and then get to the meat and potatoes of what
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you're really doing and why you know, understanding that, why gosh,
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it makes it makes such a difference. I see on
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our side when we're able to work through those things.
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But there is inertia and we recognize it. We take
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responsibility too, you know, we recognize the reality and we
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don't blame the victim, so to speak. And so what
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I start off is some really simple scenarios that people
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can practice and will demonstrate. So the first role play,
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I'm going to be the subject of this scenario so
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I can demonstrate it, and then I can ask people
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for feedback, and I show that I can take feedback too,
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because I'm not perfect either, but them. Yeah, and I
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learn all the time. One really important skill that people
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definitely benefit from learning is the art of listening, because
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people people mistake patiently being silent, waiting to what you
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till your turn to talk is listening, and it's not. So,
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you know, we'll often start with a scenario like, okay, Mary,
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tell me about a recent trip that you went on.
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And she'll start and she'll say, well, we just got
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back from Hawaii. I was there with my husband. I said, oh,
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I was in Hawaii a few years ago. I love
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that state. It's the most beautiful thing. And then I say,
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all right, so how did you feel in that exchange Mary,
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and she usually says, well, words like wasn't listened to
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or invalidated or demotivated and why was that? Well, because
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you didn't even let me finish. And you know, people
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do this all the time. I call it comparative reality.
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A colleague of mind calls it pouncing. When we think
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that we're relating and we're supporting our counterpart because we're
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sharing a similar experience that we had, and what we're
480
00:29:03.359 --> 00:29:06.519
not doing is giving them a chance to and we're
481
00:29:06.519 --> 00:29:09.079
making it about us. So we commit a number of
482
00:29:09.119 --> 00:29:12.839
cardinal sins. We interrupt, we want up, and we make
483
00:29:12.880 --> 00:29:15.720
it about us. We shine the spotlight on us. And
484
00:29:15.759 --> 00:29:18.240
then we do it again. And she says, we went
485
00:29:18.279 --> 00:29:21.160
to Hawaii, and you know, my husband and I were
486
00:29:21.160 --> 00:29:23.759
there for ten days and we visited the Big Island
487
00:29:23.880 --> 00:29:27.240
and we hiked the volcano and we snorkeled and we
488
00:29:27.319 --> 00:29:32.160
had great seafood. And I'll go, that's fantastic, tell me more. Yes,
489
00:29:32.279 --> 00:29:35.240
And it's a simple shift. Well, yeah, I went to
490
00:29:35.319 --> 00:29:38.039
Hawaii too, but and I may bring that up at
491
00:29:38.039 --> 00:29:42.839
some point, but not now. So it's a really simple
492
00:29:43.079 --> 00:29:46.559
primer to try to grease the skids a little bit.
493
00:29:47.039 --> 00:29:49.079
So we can get into role play and I say,
494
00:29:49.119 --> 00:29:51.519
all right, now it's my turn. Now I'm going to
495
00:29:51.599 --> 00:29:54.000
talk to you. So we take it really slow, and
496
00:29:54.039 --> 00:29:56.240
I gauge the audience because you know, the key to
497
00:29:56.440 --> 00:29:59.839
persuasion is a tuning to your audience, and that means
498
00:29:59.880 --> 00:30:03.000
it tuning to them in terms of what Toba Hellerstein
499
00:30:03.119 --> 00:30:07.720
calls the emotional ecosystem they inhabit. Somebody may be very
500
00:30:07.799 --> 00:30:11.759
emotionally charged about the subject matter, and in that case,
501
00:30:11.799 --> 00:30:15.359
we need to go very slowly, or they may not process.
502
00:30:15.480 --> 00:30:18.440
They may be younger, and it's been demonstrated that the
503
00:30:18.480 --> 00:30:21.599
prefrontal cortex doesn't even fully develop in a typical human
504
00:30:21.640 --> 00:30:24.480
being until they're twenty four years old. And so we
505
00:30:24.599 --> 00:30:29.160
have to recognize the limitations of our audience. And that's
506
00:30:29.160 --> 00:30:32.359
not to be condescending, it's to be recognized the reality
507
00:30:33.079 --> 00:30:34.960
so that we then can communicate with them in a
508
00:30:35.000 --> 00:30:37.240
way that resonates with them. We also want to look
509
00:30:37.240 --> 00:30:40.200
at their age in terms of their attention span or
510
00:30:40.319 --> 00:30:43.079
the types of the form of communication they're accustomed to.
511
00:30:43.160 --> 00:30:46.640
I mean, most people these days, you know, I'm a boomer,
512
00:30:46.720 --> 00:30:49.119
and so I like when I talk to people to
513
00:30:49.359 --> 00:30:53.559
make eye contact and to pace me and to you know,
514
00:30:53.640 --> 00:30:57.039
basically support me. A lot of people these days, younger
515
00:30:57.039 --> 00:31:00.519
people are their eyes are buried in their power because
516
00:31:00.519 --> 00:31:03.279
they're looking at their phone all the time. And so
517
00:31:04.160 --> 00:31:06.359
when I say Hi, Hi, Billy, how are you doing?
518
00:31:06.400 --> 00:31:08.759
He says good? And that used to put me off,
519
00:31:09.039 --> 00:31:12.640
but I realized that this is how they communicate, and
520
00:31:12.680 --> 00:31:16.319
so we need to attune to them. So that's what
521
00:31:16.400 --> 00:31:18.839
we go through in a lot of it's not all
522
00:31:18.920 --> 00:31:20.880
role play by any means. I mean, we have a
523
00:31:21.200 --> 00:31:22.680
and we can talk about it later, but I have
524
00:31:22.720 --> 00:31:27.559
a seven roughly average length of twelve minute video modules
525
00:31:28.079 --> 00:31:30.799
that are the initial part of our coaching, and we
526
00:31:30.839 --> 00:31:32.839
ask people to view the modules and then we have
527
00:31:32.880 --> 00:31:35.400
some exercises associated with them so that they can get
528
00:31:35.400 --> 00:31:40.079
comfortable with the three seeds of persuasive communication, caring, connection,
529
00:31:40.200 --> 00:31:43.480
and collaboration, which we have yet to discuss in full,
530
00:31:44.319 --> 00:31:48.480
but get them understanding sort of the technology. But then
531
00:31:48.519 --> 00:31:50.759
that's great. That's the skeleton, and now we have to
532
00:31:50.759 --> 00:31:52.519
put the meat on the bones, and that's where we
533
00:31:52.559 --> 00:31:55.480
get into the one on one coaching and we make
534
00:31:55.519 --> 00:31:56.839
it real for them at that point.
535
00:31:57.319 --> 00:31:59.640
Yeah, so what do you see as you start to
536
00:31:59.680 --> 00:32:02.519
see the teams that you're working with really start to
537
00:32:02.599 --> 00:32:07.960
embrace this and commit to improving their persuasive communication. I
538
00:32:08.039 --> 00:32:12.440
just love the way that sounds persuasive communication. What changes
539
00:32:13.160 --> 00:32:19.200
are you typically seeing in patient relationships, maybe team confidence,
540
00:32:19.680 --> 00:32:23.039
overall practice performance? What are you seeing there?
541
00:32:23.200 --> 00:32:25.440
That's right, and I can quantify it for you. But
542
00:32:25.519 --> 00:32:30.240
the quality of the communication improves. People feel empowered. They
543
00:32:30.240 --> 00:32:32.839
went into thinking this is another assignment, it's going to
544
00:32:32.839 --> 00:32:35.000
be more work, I'm going to have to learn to
545
00:32:35.039 --> 00:32:37.960
do stuff, or maybe it's going to embarrass me, or
546
00:32:38.000 --> 00:32:41.359
I'm going to again. It depends on where they're at
547
00:32:41.400 --> 00:32:44.200
because there's different kinds of resistance. And if some people
548
00:32:44.440 --> 00:32:49.279
exhibit identity resistance, which means that their identity is bound
549
00:32:49.359 --> 00:32:52.119
up with their behavior, and if you suggest that we're
550
00:32:52.160 --> 00:32:56.000
going to coach you on enhancing your communication skills, people
551
00:32:56.039 --> 00:32:59.440
are threatened by that. So we address that at the
552
00:32:59.480 --> 00:33:01.839
beginning that this is not what that's about. This is
553
00:33:01.839 --> 00:33:06.119
about empowering you to make your job more enjoyable and
554
00:33:06.119 --> 00:33:09.359
to make you even more valuable to your employer. But
555
00:33:09.400 --> 00:33:13.119
the benefits are you increase your batting average. Number one.
556
00:33:13.119 --> 00:33:17.319
When we're talking about prospective patient calls. The percentage of
557
00:33:17.440 --> 00:33:20.599
calls that you convert into solid and kept appointments will
558
00:33:20.599 --> 00:33:26.680
increase markedly and quickly. Because just that Taffy introduction I
559
00:33:26.720 --> 00:33:30.079
shared with you, Taffy is TAFI. It's a holdover from
560
00:33:30.079 --> 00:33:33.039
the art of first impressions. I'll use it interchangeably. I'll
561
00:33:33.079 --> 00:33:36.640
call it the TPB for the Persuasion Blueprint introduction now also,
562
00:33:37.359 --> 00:33:40.039
but just that five statement script that I share with
563
00:33:40.160 --> 00:33:43.079
people when they receive a call from a perspective patient,
564
00:33:43.920 --> 00:33:48.839
when they master that protocol, they can increase their appointment
565
00:33:48.880 --> 00:33:53.079
conversion rate by twenty five percent in one or two months.
566
00:33:53.640 --> 00:33:57.319
It's remarkable. The value behind that I didn't really explain
567
00:33:57.359 --> 00:34:00.880
it is that while I'm doing the script ike pablishing rapport,
568
00:34:01.480 --> 00:34:07.480
I'm conveying empathy and I'm exuding enthusiasm, and at the
569
00:34:07.519 --> 00:34:11.400
same time I am guiding the caller. I'm really controlling
570
00:34:11.440 --> 00:34:14.599
the call. But people sometimes view control as a form
571
00:34:14.639 --> 00:34:18.760
of manipulation. But in this sense, if somebody calls the office,
572
00:34:18.760 --> 00:34:20.679
they may not realize it, but they really want you
573
00:34:20.760 --> 00:34:23.480
to be in control of the call because you're the
574
00:34:23.559 --> 00:34:27.599
expert and the reason that we're actually guiding the call
575
00:34:27.719 --> 00:34:30.360
is because we're asking the questions. So that's sort of
576
00:34:30.360 --> 00:34:32.840
the hidden they want to flatter myself. But the hidden
577
00:34:32.840 --> 00:34:36.639
genius behind the taffy introduction is that every one of
578
00:34:36.679 --> 00:34:39.719
those statements is a question. Yes, you know, it's thank
579
00:34:39.760 --> 00:34:42.119
you for calling? How may I help you? They give
580
00:34:42.159 --> 00:34:43.760
you the name, I say, I can help you with that.
581
00:34:43.840 --> 00:34:47.079
My name is Danny with whom am I speaking? And
582
00:34:47.119 --> 00:34:50.519
then they answer and I say, thank you for calling?
583
00:34:50.960 --> 00:34:54.199
Are you in any discomfort presently? So while I'm conveying
584
00:34:54.239 --> 00:34:59.840
empathy and showing caring, I'm also the one asking the questions. Ye.
585
00:35:00.119 --> 00:35:03.480
So many callers immediately lose control of the call because
586
00:35:03.519 --> 00:35:07.039
someone says, I'd like to know how much in visiline costs. Well,
587
00:35:07.039 --> 00:35:09.199
that depends, well, what's it depends on? Well, it depends
588
00:35:09.239 --> 00:35:11.360
on the age and the time frame and the condition
589
00:35:11.400 --> 00:35:14.039
of the teeth. Well, my son is fourteen years old,
590
00:35:14.079 --> 00:35:16.559
and so you can see I'm sort of on the ropes.
591
00:35:17.159 --> 00:35:19.360
Yeah, reactive yond.
592
00:35:20.199 --> 00:35:23.679
And when you're on the defense, you ultimately inevitably lose
593
00:35:23.880 --> 00:35:27.400
the battle. Yeah. So that's what we're trying to do,
594
00:35:27.519 --> 00:35:32.400
is to in a very professional and empathetic manner, gain
595
00:35:32.440 --> 00:35:36.760
and maintain control of the communication to the patient's benefit.
596
00:35:37.519 --> 00:35:41.480
Yeah, yeah, that's great. As we bring this full circle,
597
00:35:41.679 --> 00:35:44.079
i'd love for you to kind of and turn how
598
00:35:44.079 --> 00:35:47.960
this all works into that collaboration piece of it. So
599
00:35:48.000 --> 00:35:50.119
we've went through caring and you've just laid this out
600
00:35:50.159 --> 00:35:54.079
so nicely into the connection piece of it. Let's talk
601
00:35:54.079 --> 00:35:55.719
about that final see.
602
00:35:56.039 --> 00:35:59.320
Sure, well, collaboration is all about partnership, and it empowers
603
00:35:59.760 --> 00:36:03.519
your counterpart, the patient, to feel that they are a
604
00:36:03.599 --> 00:36:06.440
part in the crafting of the plan because when they
605
00:36:06.480 --> 00:36:09.320
do that, they feel a sense of ownership. And people
606
00:36:09.360 --> 00:36:12.280
are less likely when they feel a sense of ownership
607
00:36:12.440 --> 00:36:15.880
and partnership in the crafting of the plan going forward,
608
00:36:15.880 --> 00:36:18.440
they're less likely to bail, they're less likely to be
609
00:36:18.800 --> 00:36:22.079
non compliant. But the important thing is that this is
610
00:36:22.079 --> 00:36:25.599
a sequential process. If you try to employ the skills
611
00:36:26.119 --> 00:36:30.119
that we teach in the collaboration component before you've effectively
612
00:36:30.159 --> 00:36:35.119
and successfully established caring, signaled caring, and made the connection,
613
00:36:36.119 --> 00:36:39.679
collaboration will not work. It's also not to say that
614
00:36:39.719 --> 00:36:43.119
you won't have to recalibrate from time to time, because
615
00:36:43.159 --> 00:36:45.760
people will need to be reminded of your caring or
616
00:36:45.800 --> 00:36:49.519
they'll need to reconnect. But collaboration is all about asking
617
00:36:49.639 --> 00:36:56.400
questions and revealing what is important to your counterpart by
618
00:36:56.440 --> 00:37:01.119
avoiding jargon, not talking about a clue, usion and torque
619
00:37:01.679 --> 00:37:08.239
biomechanics and instead of getting into confidence fear, desire for success,
620
00:37:08.280 --> 00:37:10.159
to be ready for a specific event, be it a
621
00:37:10.199 --> 00:37:13.679
wedding or a graduation, or just being comfortable having their
622
00:37:13.679 --> 00:37:17.159
photograph taken. So and you do this through a number
623
00:37:17.199 --> 00:37:20.199
of techniques. One I like to offer is called the
624
00:37:20.239 --> 00:37:24.079
emotion labeling ladder. We also like to show you how
625
00:37:24.079 --> 00:37:30.480
to convert attributes into benefits. But emotional labeling is about
626
00:37:31.000 --> 00:37:34.199
having a conversation where you start very neutral. You make
627
00:37:34.239 --> 00:37:37.800
a neutral statement, and then the person responds with an
628
00:37:37.800 --> 00:37:42.519
affirmative response, and then you offer a soft emotional label,
629
00:37:42.960 --> 00:37:46.920
which is just a surface acknowledgment what they're feeling. And
630
00:37:46.960 --> 00:37:50.039
then once they acknowledge that, you go a little deeper.
631
00:37:50.519 --> 00:37:53.880
And so maybe the fifteen year old you're talking to
632
00:37:54.760 --> 00:37:57.480
hasn't been using their retainer, So you say I noticed
633
00:37:57.480 --> 00:38:01.639
a little shifting lately, saying yeah, yeah, it's just been
634
00:38:01.679 --> 00:38:06.000
a hassle for me. I understand, is it because it's
635
00:38:06.039 --> 00:38:09.719
sort of annoying having to remember to use the retainer. Yeah,
636
00:38:09.760 --> 00:38:13.239
I just forget Well, I understand sounds like that might
637
00:38:13.280 --> 00:38:16.280
be frustrating for you. And then your fifteen year old
638
00:38:16.320 --> 00:38:19.199
patient will say, yeah, I just don't get around to
639
00:38:19.280 --> 00:38:21.440
it as much as I as I should. Say, well,
640
00:38:21.599 --> 00:38:24.400
that's fine, I understand, And then you want to get
641
00:38:24.440 --> 00:38:28.039
to the meeting label, which is translating the emotion into
642
00:38:28.119 --> 00:38:30.840
what their need is. And then you remind them that
643
00:38:30.920 --> 00:38:33.760
we did this and we've worked hard, You've worked hard
644
00:38:33.800 --> 00:38:36.280
to get your teeth to a position the position that
645
00:38:36.360 --> 00:38:39.639
you want them, and they say yeah, yeah, I do
646
00:38:39.679 --> 00:38:41.199
want to be able to do that. And now you're
647
00:38:41.239 --> 00:38:45.440
in the collaboration phase where you translate that into the
648
00:38:45.519 --> 00:38:48.159
work together, say well, would it help if we work
649
00:38:48.239 --> 00:38:52.039
together to perhaps work the use of your retainer into
650
00:38:52.079 --> 00:38:55.679
your regular routine. Maybe put it next to your phone charger,
651
00:38:55.800 --> 00:38:57.559
which you know they have right next to the day
652
00:38:59.280 --> 00:39:02.840
your toothbrush. And so now you're collaborating, you say yeah,
653
00:39:02.920 --> 00:39:05.039
that might work. Okay, great, well let's work on that.
654
00:39:05.280 --> 00:39:07.079
So now you've opened the door and you went from
655
00:39:07.840 --> 00:39:10.960
really just you're not using the retainer and you could
656
00:39:11.000 --> 00:39:13.280
say that and you can say, well, I see some
657
00:39:13.360 --> 00:39:17.079
shifting you're not using the retainer. Well, that's blaming, and
658
00:39:17.119 --> 00:39:21.159
that will raise resistance. By doing this ladder of sequential
659
00:39:21.199 --> 00:39:26.320
steps getting deeper and deeper beneath the surface, the person willingly,
660
00:39:26.360 --> 00:39:28.960
of their own volition, opens up and chooses to be
661
00:39:29.000 --> 00:39:33.039
a partner in the solution that you're proposing. That's what
662
00:39:33.159 --> 00:39:34.280
collaboration looks like.
663
00:39:34.639 --> 00:39:37.599
Yeah, I love that, and it's such a beautiful sequence
664
00:39:37.880 --> 00:39:41.400
in how that comes. And I can see exactly in
665
00:39:41.440 --> 00:39:44.440
an orthopractice and a dental practice, like if we can
666
00:39:45.199 --> 00:39:48.599
move our patients through these sequences, you know, I'm thinking
667
00:39:48.639 --> 00:39:51.400
about it so much in the treatment coordinating room when
668
00:39:51.440 --> 00:39:55.079
we're past that new patient phone call in our industry
669
00:39:55.119 --> 00:39:58.480
where we are presenting the treatment and a doctor comes in,
670
00:39:58.519 --> 00:40:01.320
and I think so many times our doctors come in
671
00:40:01.599 --> 00:40:04.360
at I'm the expert, and here's what needs to happen,
672
00:40:04.440 --> 00:40:06.920
and here's you know, I see all these problems, and
673
00:40:07.480 --> 00:40:10.519
whether there's some blame involved or it's just the facts, ma'am,
674
00:40:10.599 --> 00:40:13.400
here's the facts. Now make a decision on the facts,
675
00:40:13.840 --> 00:40:16.679
and we really work on and I think it's so
676
00:40:16.719 --> 00:40:20.559
important to your point. Let's start a little bit with
677
00:40:20.639 --> 00:40:24.440
that emotional piece of so many times a doctor will
678
00:40:24.440 --> 00:40:26.280
come in. I'm just going to use this as an example.
679
00:40:26.599 --> 00:40:30.119
Patient's got a big diastema younger child between the front teeth,
680
00:40:30.159 --> 00:40:32.960
and the doctor just wants to fix the diastema, or
681
00:40:33.440 --> 00:40:35.599
maybe the doctor says, hey, we don't need to fix
682
00:40:35.639 --> 00:40:38.519
that diastema right now because their teeth an in. Mom's
683
00:40:38.559 --> 00:40:40.679
emotional reason for being there is the fact that their
684
00:40:40.760 --> 00:40:43.960
child's being picked on, and they're here because they want
685
00:40:44.519 --> 00:40:48.719
somebody to validate and hear their concerns and give them
686
00:40:49.119 --> 00:40:51.719
a reason to say it's okay, mom. That is a
687
00:40:51.800 --> 00:40:55.719
valid as a point as us waiting if you're standing
688
00:40:55.760 --> 00:40:58.760
in for your child or whatnot. Anyways, I just I
689
00:40:58.800 --> 00:40:59.159
think that.
690
00:41:00.480 --> 00:41:03.440
Expert override I call one of the big collaboration killers,
691
00:41:03.519 --> 00:41:06.920
is what I call expert override. And that's when we've
692
00:41:06.960 --> 00:41:09.280
done it a thousand times before. We know what the
693
00:41:09.320 --> 00:41:11.280
person's going to say before they say it, but you
694
00:41:11.519 --> 00:41:15.039
want to let them say it anyway. People need to
695
00:41:15.079 --> 00:41:18.840
feel that they're being heard and understood. And you know
696
00:41:19.320 --> 00:41:21.920
you mentioned the parent and I don't know how much
697
00:41:21.960 --> 00:41:24.119
this is done, but like that scenario I gave with
698
00:41:24.159 --> 00:41:26.800
the fifteen year old, that might be a conversation best
699
00:41:26.840 --> 00:41:31.039
head between the doctor and the patient without the parent. Yes,
700
00:41:31.400 --> 00:41:33.239
you don't know what the dynamic is and that only
701
00:41:33.400 --> 00:41:35.760
complicates that. Or she might say, yeah, yeah, he really
702
00:41:35.800 --> 00:41:39.079
doesn't he doesn't really listen to what I tell him,
703
00:41:39.400 --> 00:41:42.840
or you know something, So that's another judgment call. But
704
00:41:43.079 --> 00:41:45.480
I think it makes sense sometimes to have those conversations
705
00:41:45.480 --> 00:41:46.639
one on one with your patient.
706
00:41:47.119 --> 00:41:51.320
Yeah, totally agree, Totally agree. Well, Danny, this has been
707
00:41:51.880 --> 00:41:55.320
such a wonderful conversation, and I think your points are
708
00:41:55.880 --> 00:41:59.800
just so important to what is happening in our dental industry,
709
00:42:00.000 --> 00:42:04.199
in our orthodonic industry, and just that really keying into
710
00:42:04.239 --> 00:42:09.239
the importance of communication. And I think sometimes we unfortunately
711
00:42:09.400 --> 00:42:12.559
make what we do so transactional. We want it to
712
00:42:12.639 --> 00:42:17.039
be personable, but it becomes so transactional because we got
713
00:42:17.039 --> 00:42:18.800
a job to do, and we've got to get through
714
00:42:18.800 --> 00:42:20.679
the steps, and we got to you know, our job
715
00:42:20.800 --> 00:42:22.840
is to get the patient, to get them off the phone,
716
00:42:22.840 --> 00:42:24.320
to get them scheduled, to get them in, to get
717
00:42:24.360 --> 00:42:27.679
them to say yes, and we lose. I think the
718
00:42:27.679 --> 00:42:31.599
importance of good communication will really make or break all
719
00:42:31.719 --> 00:42:33.559
of those steps coming to fruition.
720
00:42:33.840 --> 00:42:37.000
I call it being minute wise and dollar foolish. Yeah,
721
00:42:37.880 --> 00:42:41.679
we all need to slow down, myself included, I'm getting
722
00:42:41.679 --> 00:42:44.599
involved in meditation. In fact, in a couple of months,
723
00:42:44.639 --> 00:42:47.440
I'm going to do a ten day silent meditation retreat
724
00:42:48.599 --> 00:42:52.039
because I just think it's in I've climbed mountains before,
725
00:42:52.440 --> 00:42:56.239
and I've been on multi week expeditions. I think this
726
00:42:56.280 --> 00:42:58.559
is going to be as daunting a challenge for me
727
00:42:58.679 --> 00:43:03.079
as anything I've taken on. But I've learned that quieting
728
00:43:03.119 --> 00:43:06.719
the mind and being mindful is one of the best
729
00:43:06.760 --> 00:43:09.400
things we can do for ourselves, and it's gaining traction
730
00:43:09.719 --> 00:43:12.280
in the professional world that used to be viewed as
731
00:43:12.559 --> 00:43:17.559
fringe cult kind of stuff. But through my work in
732
00:43:17.679 --> 00:43:21.840
yoga and the meditation that I've gotten involved with, I
733
00:43:21.840 --> 00:43:24.000
have a long way to go, has really helped me
734
00:43:24.599 --> 00:43:27.800
to realize that you just have to chill. We justify
735
00:43:27.840 --> 00:43:29.760
it because we say, well, we got another patient waiting,
736
00:43:29.760 --> 00:43:31.199
they don't want to be kept waiting, or we don't
737
00:43:31.239 --> 00:43:35.079
want to take up this patient's time. But trust me,
738
00:43:35.280 --> 00:43:37.880
everybody appreciates the time that you take. And if you
739
00:43:37.920 --> 00:43:41.880
spend a few extra minutes with this patient right now,
740
00:43:41.920 --> 00:43:45.639
if you remain present, that alone is going to pay
741
00:43:45.800 --> 00:43:48.519
big dividends in terms of success and results.
742
00:43:48.920 --> 00:43:52.360
Yeah, yeah, for sure, for sure. So somebody wants to
743
00:43:52.440 --> 00:43:56.880
learn more about the work that you're doing or AIM
744
00:43:56.960 --> 00:43:59.519
Dental Marketing, what is going to be the best way
745
00:43:59.599 --> 00:44:01.280
that they can connect with you.
746
00:44:01.760 --> 00:44:04.800
I appreciate the question. There's two answers there. If you're
747
00:44:04.840 --> 00:44:08.800
looking for help growing your practice through generating leads, you
748
00:44:08.920 --> 00:44:12.559
want to go to Aimdentalmarketing dot com. That's the practice
749
00:44:12.679 --> 00:44:15.760
management practice marketing side of the business. If you're interested
750
00:44:15.760 --> 00:44:18.639
in learning more about what we discussed today, and you're
751
00:44:18.639 --> 00:44:23.119
welcome to go to both places. Of course, the website
752
00:44:23.119 --> 00:44:25.960
to go to is just my name, dannybobro dot com.
753
00:44:26.639 --> 00:44:31.000
You'll have an opportunity to complete a persuasion scorecard for yourself.
754
00:44:31.719 --> 00:44:34.159
That's complementary and what it will do is give you
755
00:44:34.199 --> 00:44:38.599
a baseline of how well you're scoring currently on the caring,
756
00:44:38.760 --> 00:44:42.800
connection and collaboration scales. And then you can also book
757
00:44:42.800 --> 00:44:44.880
a strategy call with me and I'll be happy to
758
00:44:44.920 --> 00:44:48.239
explain the different tracks that we offer in terms of
759
00:44:48.280 --> 00:44:52.280
coaching you or your team to become more persuasive communicators.
760
00:44:53.039 --> 00:44:56.800
Ah, I love that. And now a word from the
761
00:44:56.840 --> 00:45:03.840
sponsors who make this podcast possible, Haydocks, Let's talk about
762
00:45:03.840 --> 00:45:08.000
Smile Sweet because it's not just another scheduling system. It's
763
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a game changer in the world of new patient management.
764
00:45:11.159 --> 00:45:14.199
And as a proud Smile Suite partner, I've witnessed the
765
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incredible impact it has on practices of all sizes. Smile
766
00:45:18.559 --> 00:45:21.320
Sweet means your new patient calls and web leads are
767
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expertly handled seven days a week, even during nights and weekends,
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and they offer top notch customizable presentation software and seamless
769
00:45:30.639 --> 00:45:33.960
post consultation follow up. It's like having a secret weapon
770
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for your practice's success. Curious dive into the revolution at
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getsmilesuitet dot com and don't forget to mention Haydocks to
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00:45:43.039 --> 00:45:47.679
unlock some extra goodies. Elevate your practice with Smile Sweet,
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because every smile deserves a suite of excellence. Well, the
774
00:45:53.079 --> 00:45:55.599
way I love to finish up, Haydocks, I know you
775
00:45:55.679 --> 00:45:57.599
know this is I like to finish us up with
776
00:45:57.639 --> 00:45:59.559
a little speed round. So I'm going to gleam a
777
00:45:59.559 --> 00:46:03.320
little bit more knowledge from you, you know, an insight
778
00:46:03.400 --> 00:46:05.239
from you here. So are you ready for a speed
779
00:46:05.280 --> 00:46:06.199
round challenge?
780
00:46:06.639 --> 00:46:12.639
I believe so yeah, well we will find out, all right,
781
00:46:12.960 --> 00:46:16.880
what is one daily habit or ritual that you feel
782
00:46:16.880 --> 00:46:19.199
like really helps you stay productive and balanced?
783
00:46:20.159 --> 00:46:22.199
Okay, well I'll be fast because I know we have
784
00:46:22.280 --> 00:46:24.519
to be fast because there's two. One, as I work out,
785
00:46:24.559 --> 00:46:26.239
I get up at four thirty every morning and I
786
00:46:26.320 --> 00:46:28.800
work out for one to two hours wow. And then
787
00:46:28.800 --> 00:46:31.320
the other thing I do is usually around the afternoon,
788
00:46:32.000 --> 00:46:34.880
I will go to the bedroom and put on an
789
00:46:34.920 --> 00:46:39.719
eye shade, not necessarily sleep, not necessarily meditate, sometimes just
790
00:46:40.159 --> 00:46:44.039
cogitate on some project or challenge that I'm working on.
791
00:46:44.400 --> 00:46:48.400
Doing that pretty consistently twenty minutes, strongly recommend it. I
792
00:46:48.440 --> 00:46:51.480
get more work done sometimes in those twenty minutes than
793
00:46:51.920 --> 00:46:54.760
It's probably the culmination of prior work. But it's a
794
00:46:54.760 --> 00:46:56.199
great way to tie that bout together.
795
00:46:56.760 --> 00:46:59.440
Yeah, oh, I love that. It's interesting how your brain
796
00:46:59.480 --> 00:47:03.239
can unlock sometimes when you give it time to unlock.
797
00:47:03.400 --> 00:47:06.519
So that's us great. Love that all right. If you
798
00:47:06.679 --> 00:47:11.760
could add one unconventional perk to a workplace, what would
799
00:47:11.800 --> 00:47:12.440
you add.
800
00:47:13.039 --> 00:47:16.519
A quiet area like I just described a meditation room
801
00:47:16.800 --> 00:47:21.840
or a contemplation room, but instead of expecting people that
802
00:47:21.920 --> 00:47:24.280
be awake and working hard all the time recognize that
803
00:47:24.440 --> 00:47:27.679
downtime and giving them a chance to recharge their batteries
804
00:47:28.199 --> 00:47:31.159
and to synthesize what they've been working on in some
805
00:47:31.320 --> 00:47:33.719
quiet manner like that. I think is in your own
806
00:47:33.719 --> 00:47:36.800
best interest. I think it's a great thing to consider.
807
00:47:37.320 --> 00:47:39.199
I love that, all right. And the final one, what
808
00:47:39.320 --> 00:47:41.679
is one piece of advice you wish you had followed
809
00:47:41.719 --> 00:47:42.840
earlier in your career?
810
00:47:43.719 --> 00:47:46.639
Well, I didn't necessarily get the Well I did get
811
00:47:46.639 --> 00:47:49.480
the advice because I was always been a voracious reader.
812
00:47:49.559 --> 00:47:52.400
But to practice the skills that I'm coaching right now,
813
00:47:52.880 --> 00:47:58.239
which is mindfulness recognizing the emotional way in which we respond.
814
00:47:58.760 --> 00:48:02.599
I wish I had respond added less emotionally and gotten
815
00:48:02.599 --> 00:48:06.519
out of my lizard brain a lot quicker in interactions
816
00:48:06.559 --> 00:48:07.039
with people.
817
00:48:07.599 --> 00:48:11.559
Yeah, that's great. Well, Danny, thank you so much for
818
00:48:11.599 --> 00:48:14.639
being a part of Haydocks and for being here today
819
00:48:14.679 --> 00:48:17.079
with us. This is a really great episode. Thank you,
820
00:48:17.760 --> 00:48:18.320
my pleasure.
821
00:48:18.400 --> 00:48:18.960
Jill, thank you.
822
00:48:21.159 --> 00:48:23.320
Are you ready to start a practice of your own,
823
00:48:24.039 --> 00:48:26.440
need a new fresh set of eyes or some advice
824
00:48:26.519 --> 00:48:29.760
on your existing practice. If so, reach out to me
825
00:48:30.119 --> 00:48:35.199
Jill Allen at www dot practice results dot com. If
826
00:48:35.239 --> 00:48:37.519
you like what we're doing here on Haydocks and want
827
00:48:37.519 --> 00:48:40.079
to hear more of this awesome content, be sure and
828
00:48:40.119 --> 00:48:43.199
give us a five star rating on your preferred listening
829
00:48:43.280 --> 00:48:47.000
platform and subscribe to our show so you never miss
830
00:48:47.000 --> 00:48:51.519
an episode. Remember, new episodes drop every Thursday. See you
831
00:48:51.559 --> 00:48:52.079
next week.