Grow Your Clinic

In this episode, we sit down with Daniel Gibbs, the co-founder of Clinic Mastery. Dan shares his expertise in creating scalable business systems and his journey from clinician to business owner.

He also delves into the challenges of transitioning and supporting team members through this process, while maintaining strong relationships with clients. 

The episode covers a six-step process for successfully and sustainably coming off the tools, emphasizing the importance of individualized growth and reducing reliance on specific team members.

Quotes

• 04:20 - "If you can't take six weeks off in your business, then do you really have a business or do you just have a job?"
• 21:32 - "Contrary to what popular belief might be, the most important person in any business is not the customer, not the team, it's the owner."
• 24:33 - "The key is nominating a final date for consulting and absolutely committing to that date."
• 49:14 - "You really need to build a business that’s not reliant on you, and one of those processes is not being the main consulting practitioner in the business. In doing so, you allow the business to grow beyond you."

Timestamps

00:00 Intro

00:30 Daniel’s Bio

02:26 Transitioning from clinician to business owner

10:36 Emotional journey coming off the tools/no longer seeing clients 

12:47 The “transfer of trust”

15:20 Financial certainty and reducing clinical reliance

19:50 Six steps to coming off the tools

21:15 Your new job description as a business owner

24:16 Picking the date and preparing the diary

29:40 Preparing your team

36:05 Preparing your clients 

44:44 Remain present in the business and to your team

50:17 Learn more about coming off the tools

Connect

• Instagram
• Facebook
• LinkedIn

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on iTunes, Spotify and Stitcher. You can catch us on YouTube as well. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

This week on the podcast, Ben speaks with Joey Coleman, an expert in customer and employee retention. 

Joey shares his methodology for improving customer and employee retention in the first 100 days, as outlined in his book "Never Lose a Customer Again." He also discusses his newest book, "Never Lose an Employee Again," which focuses on reducing turnover and increasing employee engagement.

Joey covers the eight phases of the new team member journey, from recruitment to becoming an advocate for the clinic. 

Tune in to learn how to create remarkable experiences for your team members and build a loyal customer base.

Quotes

• 08:38 - "What I love at the core of this is there's empathy for the other person, and that is truly care."
• 23:40 - "Every employee has coworkers, but not every employee has colleagues… It's really difficult to quit a job where you have colleagues."
• 38:29 - "When we feel that there is someone at work who personally cares about us, who personally is invested in our success, we do better."
• 50:02 - "A master knows there are always edges to polish."

Timestamps

00:00 Intro

00:30 Joey's Bio

01:56 "Never Lose An Employee Again" book 

06:30 The first 100 days for new team members

08:40 Joey's 8 Phases for an employee's journey

09:55 1. Assess

10:48 2. Accept

11:07 3. Affirm 

12:20 4. Activate 

13:00 5. Acclimate 

13:45 6. Accomplish 

14:32 7. Adopt 

14:56 8. Advocate

16:55 Interviews: Giving applicants questions ahead of time

20:29 Interviews: Asking off-the-cuff questions

23:34 Difference between a "Coworker" and a "Colleague"

26:20 Relationships at work

28:00 Creating culture in remote workspaces

32:08 Unique ideas for employee benefits and rewards

36:47 Mentor programs for team members

42:20 What phase should I start with?

44:00 Highly impactful action to take today (plus script)

47:30 What does mastery mean to you?

Connect

• "Never Lose An Employee Again" book
• Joey's LinkedIn
• Joey's Website 

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

In this episode, Ben Lynch discusses the importance of delegating with confidence in order to reduce reliance on oneself and others, emphasizing on efficiency, avoiding abdication and micromanagement.

Ben also talks about a simple method for successful delegation and highlights the significance of a strong performance culture in high-performing clinics.

Quotes

• 00:31 - "So often when we get the opportunity to delegate, it's a real milestone or moment to celebrate because we are so often the bottleneck in the business."
• 01:14 - "When we do delegate, so often we delegate in a fashion that's actually abdication."
• 12:28 - "What I'm hoping to show and share with you today is a couple of copy-and-paste template messages that could be used in whatever platform you use."

Timestamps

00:00 Intro

01:12 Delegating without micromanaging

02:40 Reporting as an accountability measure

03:52 Revenue report template

06:53 Outstanding accounts template

08:30 Practitioner utilisation/productivity template

09:38 New client report template

10:16 Client excellence report template

10:36 Portfolio (vanity and sanity) templates

12:24 When and how to use these reports

Connect

• Instagram
• Facebook
• LinkedIn

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on iTunes, Spotify and Stitcher. You can catch us on YouTube as well. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

This week, Peter Flynn, a Partner at Clinic Mastery, joins us on the podcast to talk about his journey of starting a physiotherapy clinic and scaling it to multiple locations. 

Pete shares the challenges he faced as a first time clinic owner, as well as the lessons he learned along the way. You’ll gain insights into the realities of starting your own clinic, managing a clinic business, and the importance of finding your genius.

Quotes

• 08:44 - "Being a good human is a really good strategy in business."
• 14:31 - "And… the shift for me was reframing and time blocking. And it was looking at what are the specific tasks that I need to do? What from a plan is actually going to move us towards the big goal and not just keep me busy and sorting out spot fires."
• 20:40 - "You almost feel like a loss of control when you're not seeing clients."
• 23:23 - "We always let the numbers make the decision."
• 24:33 - "Some things you just don't know are possible until you understand how someone [else] did it."
• 33:33 - "Add more value than anybody else, be of great value and do that consistently."
• 34:57 - "... if you remember why you start, I think that that's a really key message to keep pushing forward and to remember why you're doing it and who you're doing it for."

Timestamps

00:00 Intro

01:26 Starting a clinic is challenging 

07:18 Leveraging community connections to grow client-base

09:46 Life as a new practitioner

13:08 Time blocking for productivity

16:12 Reflecting on your strengths and weaknesses

18:25 Dividing tasks when there's more than one business partner

19:45 Breakthrough moment - Importance of mentorship and optimism

25:20 Exiting business ownership

28:30 Making a meaningful impact

30:55 Key principles for showing up in business 

33:25 Remember your why 

Connect

• Pete’s LinkedIn
• Pete on YouTube (Clinic Mastery channel) 

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on iTunes, Spotify and Stitcher. You can catch us on YouTube as well. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

In this episode, we discuss the importance of delegations of authority in reducing reliance on the clinic owner and improving decision-making processes. 

Ben talks about how delegation of authority allows for clear identification of who can make specific decisions within the clinic.

By documenting the responsibilities and authority of each role, the clinic owner can create a more structured and purposeful decision-making process, which helps to reduce overwhelm and ensures that important decisions are made within established parameters.

It also emphasizes the need for accountability and reporting back to the clinic owner or relevant stakeholders.

Quotes

• 03:04 - "A delegation of authority schedule sets out the different functional areas of your business and allows you to create the clarity as a specific example, the dollar value and perhaps criteria or under what circumstances a decision could be made without any external advice or authority given."
• 04:50 - "There's always the trade-off of making things more complex and having too much structure that bottlenecks."
• 06:52 - "The delegations of authority is such a key policy and then process off the back of it to reduce the decision-making reliance on you or any particular person."
• 07:50 - "Delegation of authority, a really key thing for you to do to scale up as you grow your clinic, to reduce a reliance on you or any particular person."

Timestamps

• 00:00 Intro
• 01:08 Importance of delegations of authority
• 02:00 Examples of delegations of authority
• 03:55 Structure of a delegation of authority
• 04:50 Finding the right balance of structure
• 05:34 Emphasis on budgeting with delegations of authority
• 06:28 Grouping decisions under umbrella terms
• 06:52 Delegated authority versus abdicated authority
• 07:15 Importance of accountability loop

Connect

• Instagram
• Facebook
• LinkedIn
• YouTube 

If you found this episode valuable, don’t forget to give us a thumbs up, share, comment, and give us your ratings on iTunes, Spotify and Stitcher. We appreciate your support and feedback!

About the host
Ben realised after a number of years practicing Podiatry that he was in fact more interested in the person at the end of the foot than the foot itself. Ben's passion for understanding what makes people enjoy a better quality of life is what drives him to be creative and systematic about communication and connection with clients as part of their experience.

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

This week on the podcast, we dive into the magic of creating memorable experiences with Illusionist and Speaker, Josh Norbido.

Throughout the episode, Josh shares invaluable insights on how to craft extraordinary moments with the people you work with, whether they are your team members or clients. He also talks about the impact of leaving a good impression and how these experiences affect the way people see your brand.

Josh also gives some practical tips for improving client experiences and talks about communication principles that can be applied both in magic shows and in business.

QUOTES

“People buy into you before they buy from your experiences and products.”

“The best clients you can have are the ones who have already paid you before.”

SHOW NOTES

• 00:00 - Intro
• 00:22 - Josh's Bio
• 01:38 - The wild card in client experiences
• 03:35 - The subtle art of communication
• 05:12 - Rebooking is important (and how branding can help)
• 14:28 - Making an impression using pattern interruptions
• 17:37 - The magic happens in the silence
• 25:55 - Designing client experiences
• 39:00 - "How good am I at this?" - Using mentors to get better
• 49:33 - Connect with Josh

MENTIONS

• The Halo Effect
• The Little Red Book of Selling by Jeffrey Gitomer (book)
• Steve Cohen, Chamber Magic

CONNECT

• Ben’s LinkedIn
• Josh’s Website
• Josh’s LinkedIn

If you found this episode valuable, don’t forget to give us a thumbs up, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

In this episode, Mike Blackwell shares how he was able to find a bigger purpose after going through a difficult time in his life, and how he was able to navigate this period of grief while managing a growing clinic.

He also gives some tips about how clinic owners can transition smoothly from a clinical consulting role to a leadership role, how to attract experienced team members to your clinic, and some principles that he practices for creating a great clinic experience.

SHOW NOTES

• 00:00 - Intro
• 00:22 - Mike's Bio
• 01:38 - COVID: one business owner's journey
• 06:38 - Post-COVID growth: Personal and business
• 12:01 - The process of reducing your consulting load
• 15:34 - How to attract and recruit the right people to the clinic?
• 18:46 - Creating a great client experiences
• 21:50 - How charity work fueled Mike's purpose
• 30:46 - Navigating Grief and Leadership
• 33:03 - Physitrack: tech in healthcare

MENTIONS

• Radical Candor by Kim Scott (book)

CONNECT

• Jack’s LinkedIn
• Mike’s LinkedIn
• Mike’s Email

If you found this episode valuable, don’t forget to give us a thumbs up, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

In this episode, we sit down with Yves Silviera, Practice Principal, and Owner of YS Physiotherapy, as he shares his journey of growing his clinic from humble beginnings in his parents’ granny flat to a thriving standalone location.

We delve into how Yves works with student interns in their clinic and how he created an internship model that prepares them for a successful career. Yves also reveals the importance of having a mentor and how it helped him scale his business.

Lastly, we discuss how Yves nurtures and retains team members to maintain a cohesive and successful clinic culture.

SHOW NOTES

• 00:00 - Intro
• 00:17 - Yves' Bio
• 01:20 - Starting YS Physio in a granny flat
• 04:38 - Recruitment gold mine (hint: student interns)
• 09:23 - Journey to the first standalone clinic
• 12:05 - YS Physio's team structure
• 12:59 - How do you divide your time as a clinic owner?
• 13:33 - Lessons from a clinic fit out
• 15:36 - Why slowing down is key
• 16:25 - The importance of having a business mentor
• 17:44 - Recruiting (and keeping) team members
• 19:04 - How to communicate with your team
• 21:17 - What's next?
• 22:33 - Connect with Yves
• 23:46 - Yves' advice for other clinics 

MENTIONS

• Culture is Everything by Tristan White (book)

CONNECT

• Jack’s LinkedIn
• Yves’s LinkedIn
• Yves’s Instagram

If you found this episode valuable, don’t forget to give us a thumbs up, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

In this podcast episode, Marion Giddy shares her experience of creating a leadership team in their clinic who can support their growth and create an impact on the local community. We also explore coaching, mentoring, and the skillset Marion has developed as a leader to help grow her team.

We also discuss the challenges and opportunities of starting a family while running a growing business, integral theory in leadership, and working alongside a spouse.

QUOTES

“Leadership coaching is relevant to everyone on the team because we’re all leading something.”

“One of the key premises in integral theory is that every perspective is true and partial.”

SHOW NOTES

• 00:00 - Intro
• 00:18 - Marion's Bio
• 02:20 - Cooee's Team structure
• 03:59 - Moving into a new clinic space
• 06:11 - Preparing for a new clinic location
• 09:07 - Starting a family and running a business
• 12:08 - Taking time off with a newborn
• 14:37 - Working with your spouse
• 17:50 - Being ready for, and creating, a leadership team
• 20:46 - Autonomy and decision-making within the team (Holacracy)
• 23:09 - Getting the team onboard with leadership and growth
• 26:01 - Marion's role as the business owner
• 27:09 - Mentoring your team (when there's pushback)
• 31:06 - Accelerating clinic growth with business mentoring
• 32:59 - Cooee Collaborative (a holistic approach to individual and team training)
• 36:49 - How to continue showing up as an effective leader

MENTIONS

• The Cooee Collaborative

CONNECT

• Ben’s LinkedIn
• Marion’s LinkedIn

If you found this episode valuable, don’t forget to give us a thumbs up, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

This week on the podcast, we are joined by Tessa Kennelly, Head of People Operations at Beyond.

In this episode, we talk about the challenges and lessons Tessa learned during the COVID pandemic, tips for recruiting, attracting and retaining great team members, and how to encourage your team to practice clinic values.

Tessa also shares her tips on how to overcome procrastination and dealing with the big jumps in your career.

Join us for this insightful discussion!

QUOTES

“We acknowledge right from the start that anything anyone's doing in the clinic, regardless of what role or what title they have, we're all working together for the same goal.”

SHOW NOTES

• 00:00 - Intro
• 00:18 - Tessa's Bio
• 01:22 - Key leadership lesson
• 03:15 - Tips for procrastination & time-blocking
• 05:40 - Mentoring & leadership structures
• 09:17 - Team pathway: Head of Operations
• 10:56 - Creating a strong admin team
• 12:31 - Integrating admin and therapists
• 13:49 - Positive team culture
• 14:59 - Intentionality and purpose
• 17:31 - Team induction is critical in shaping clinic culture
• 19:33 - Vulnerability & honesty at work
• 21:15 - How Covid impacted the clinic and leadership
• 23:38 - Principles for decision making
• 24:30 - Beyond's team structure and growth
• 26:32 - Hard conversations with the team (RadCan)
• 28:37 - Developing systems & tools to implement
• 30:59 - Sustaining impact
• 32:32 - The key to personal growth

CONNECT

• Ben’s LinkedIn
• Tessa’s LinkedIn

If you found this episode valuable, don’t forget to give us a thumbs up, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!