The Remarkable CEO for Chiropractors

00:37 – Dr. Pete and Dr. Stephen introduce today’s topic, Delegation, Part 2

02:56 – Dr. Stephen recaps the first four steps of the Ten Steps of Mastering Delegation

07:12 – Dr. Pete and Dr. Stephen take a break to promote The Remarkable Practice Attraction Immersion this April 2020

10:32 – Step Five: Set expectations and agreements

16:36 – Step Six: Incentivize with rewards and consequences

23:18 – Step Seven: Training and Equipping 

25:36 – The Kobe Bryant Example 

28:35 – The importance of Marketing, Money & Training 

EPISODE QUOTES

“The bridge between the owner operator and the CEO is delegation.” (00:51)

“In the Remarkable Practice and the Remarkable CEO one of the things that we talk about is how important tools are, but tools aren’t the solution. They’re part of the solution to creating the more remarkable practice and a more remarkable life.” (10:57)

“Your team members aren’t looking for friendship, they’re looking for leadership. So, you want your team to trust you. And so much trust comes when you’re really clear on setting expectations and agreements.” (13:18)

“Leadership toggles between challenge and support. There’s challenging and there’s supporting. That’s what a leader is constantly navigating – that toggle between I’m challenging but I’m supporting you.” (15:45)

“Know your people. Know what incentivizes them so that you’re not insensitive and you’re just throwing money at people that, very often, that can be a turn off. So, next thing you know you’re spending your money and they don’t even want that or appreciate that. So, money is great, but make sure that you know your people when it comes to incentivizing them.” (21:28)

“The best return on your investment of time, energy, focus, and money is training and equipping your people.” (27:21)

LINKS MENTIONED

Dr. Stephen’s LinkedIn

Dr. Pete’s LinkedIn

The Remarkable CEO Website

Dr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

The Remarkable Practice Immersion Event

00:37 – Dr. Pete and Dr. Stephen introduce today’s topic, Delegation, Part 1 

08:28 – Ten Steps of Mastering Delegation 

13:10 – Dr. Pete and Dr. Stephen take a break to promote The Remarkable Practice Attraction Immersion this April 2020

15:27 – The importance of giving up visibility and control in order to delegate effectively 

19:02 – Scalability and growth 

20:56 – Dr. Pete and Dr. Stephen take a break to promote Chiro Match Makers

21:39 – Step One: Identifying specific desired outcomes 

29:55 – Step Two: Identify actions that produce outcomes 

35:17 – Step Three and Four: Apply the 80% Rule of Delegation and identify the best qualified team member

41:49 – Dr. Pete and Dr. Stephen encourage the audience to tune into Delegation Parts 2 and 3

EPISODE QUOTES

“As a CEO, execution so often means that you’re the one doing the delegation. So, execution means delegation as a CEO to create true scalability and durability.” (02:17)

“Once we had the right person in the right seat doing the right work the right way, we now have greater visibility and greater accountability to our financial picture and to the business side of our business than we’ve ever had by a factor of 10x.” (18:36)

“The vision is the outcome I want, new patients coming from outside of our ecosystem, from outside of our patient base and our tribe, and let’s go get ‘em! Let’s go into the churches, let’s go into the workspaces, let’s go into the gyms, and let’s do outside talks.” (28:56)

“I need to do networking. Whether it’s internal or external networking. Whether it’s some structured networking event like a community event, like a Chamber of Commerce event. Or whether it’s networking where you go out on your own, whether it’s cold calling or just getting out into your community and talking to the owner of the store that you’re shopping in. Whatever it is, you have to establish those relationships.” (34:47)

“If somebody can do something 80% as well as you can, delegate it!” (39:04)

LINKS MENTIONED

Dr. Stephen’s LinkedIn

Dr. Pete’s LinkedIn

The Remarkable CEO Website

Dr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

Chiro Match Makers Website

The Remarkable Practice Immersion Event

00:38 – Dr. Pete and Dr. Stephen introduce today’s topic, Expectations & Agreement, Part 2 

04:36 – The ‘break out’ and ‘break in’ process of acquiring and retaining patients and clients 

07:58 – The importance of alignment and setting expectations and agreements with your patients 

11:01 – Problem, Goal, Path, Plan 

14:43 – The Three Patient Goals 

17:15 – Breaking In 

21:17 – How transparent expectations and honest agreements make a practice truly remarkable 

25:26 – Revisiting expectations and agreements with difficult patients 

27:21 – Dr. Pete and Dr. Stephen encourage listeners to reach out, leave a review and provide feedback on the show 

EPISODE QUOTES

“We’re in the relationships business. All business is relationships. We’re in the relationships business and we all want the same thing. We all want successful, productive, long-term relationships.” (03:19)

“If you get the ‘break out’ right and the ‘break in’ right, you avoid the ‘break up.’” (04:48)

“And the immediate goal usually sounds something like this, ‘I want to get rid of something.’ The short term goal is, ‘I want to get back to something I have to do’ like work. And the long-term goal is, ‘I’d love to get back to something I love to do.’” (14:48)

“Because there’s expectations, because there’s agreements, you have the ability to have a remarkable practice as part of a remarkable life and not instead of one. It doesn’t happen by accident. It happens on purpose.” (21:15)

“The adjustment itself is not the process. The adjustment starts the process. Your body does all the work between the adjustments.” (24:08)

LINKS MENTIONED

Dr. Stephen’s LinkedIn

Dr. Pete’s LinkedIn

The Remarkable CEO Website

Dr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

00:39 – Dr. Pete and Dr. Stephen introduce today’s topic, Expectations & Agreement 

04:10 – The importance of commitment and accountability 

06:25 – The five stages of onboarding a new hire on your team 

09:22 – Setting expectations during the hiring process 

14:01 – The football analogy 

15:20 – The importance of having honest and open discussions during new hire orientation 

17:49 – The multi-faceted onboarding process and the importance of building your team the right way 

EPISODE QUOTES

“Your attraction is a reflection of your certainty. Your conversion is a reflection of your conviction. Retention is a reflection of your clarity. Well your team will be a reflection of your commitment.”

“Where you come from determines where you’re going.”

“It’s the big difference between a CEO and an owner operator, right? So, the owner operator’s like, ‘Ok, I’ve got a gap. I’ve got an emergency. I need to fill the gap. I need a warm body – someone who’s available, who’s interested, who’s nice and not a felon – and you’re hired.’ That’s a terrible way to do it.”

“It’s been my experience in my life that, with all of my long-term, successful and productive relationships, they always started with two things: expectations and agreements. Transparent expectations and honest agreements.”

“This is critically important. You’re creating your business. Your team is your business. You are creating your business. These are the people that you’re gonna get to work side by side, you’re gonna be relying on them, and you’ve gotta make a commitment to A-players only.”

LINKS MENTIONED

Dr. Stephen’s LinkedIn

Dr. Pete’s LinkedIn

The Remarkable CEO Website

Dr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

00:38 – Dr. Pete and Dr. Stephen read some listener reviews and testimonials 

05:56 – The importance of documenting testimonials 

07:53 – Dr. Pete and Dr. Stephen introduce today’s topic, Collections 

13:28 – What you should actually be measuring in your business or practice 

18:40 – Breaking down marketing and payroll costs  

25:36 – Strategies for capturing these critical metrics 

29:26 – The importance of understanding that metrics are all connected in your business 

31:11 – The sensitive yet vital subject of money 

EPISODE QUOTES

“Testimonials are the nitrous oxide of purpose.” (05:56) (Dr. Stephen)

“The purpose of a business is to add value by solving a problem for another person.” (10:22) (Dr. Stephen)

“One number is a fact. Two numbers is a story.” (14:45) (Dr. Pete)

“As you grow, growth sucks cash.” (18:10) (Dr. Pete)

“When you become a CEO, you stop just running your business on emotions and gut feelings and instinct. And we like to say it’s one part gut, two parts data. And you need that data.” (28:05) (Dr. Stephen)  

LINKS MENTIONED

Dr. Stephen’s LinkedIn

Dr. Pete’s LinkedIn

The Remarkable CEO Website

Dr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

00:37 – Dr. Pete and Dr. Stephen introduce today’s topic, Retention 

06:32 – Defining metrics such as PVA, or patient visit average 

11:19 – The definition of an ‘active patient’ 

15:15 – The importance of tracking and measuring compliance as a key performance indictor 

18:50 – Establishing a bar of compliance for patients 

20:57 – Other retention statistics to keep in mind 

EPISODE QUOTES

“Retention is the ultimate win-win-win.” (03:01)

“Having a remarkable retention practice is the highest integrity thing you can do.” (05:09)

“The average person that started care with us stayed for over three hundred visits during their lifetime. Think about that – not twelve – three hundred. So we’re doing something right.” (10:38)

“A person who goes inactive is simply somebody who has decided to not follow your recommendations for care. Make this black and white guys because remember, you’re a CEO and you have a team of people. You cannot leave room for interpretation. This is a black and white number.” (13:03)

“What retention is is the ability to identify where in the process do people stop being committed to what they have agreed to – to what the expectations are that have been laid out – where does that happen?” (17:51)

“Remember gang, it’s so critically important that we own these numbers, that we as the doctor, as the owner, as the CEO, we have visibility into these numbers.” (22:44)

LINKS MENTIONED

Dr. Stephen’s LinkedIn

Dr. Pete’s LinkedIn

The Remarkable CEO Website

Dr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

00:45 – Dr. Pete and Dr. Stephen recap the topics they’ve covered in this series, read listener reviews and provide a great troubleshooting tool

05:46 – Dr. Pete and Dr. Stephen encourage listeners to attend their upcoming events

08:51 – Introducing today’s topic, Conversion

14:47 – The importance of taking responsibility for our conversion outcomes

17:55 – The 20/60/20 Rule

19:54 – Defining what initial conversion means

24:48 – The importance of tracking total conversions and conversion percentage

EPISODE QUOTES

“When we’re at these seminars and when we’re at these immersions, we’re training, we’re working, we’re growing. We’re growing ourselves. We’re growing our businesses, our teams. Everyone is walking away improving.” (05:46)

“Not everyone’s gonna be an understander, but everyone can be a believer. We want to be able to turn these seekers into believers. And this really happens at the conversion process.” (14:13)

“I just wanna recognize the extraordinary conversion rates we see in chiropractic. For most of us, what we are selling is a solution. We’re solving a problem. Our product, how people engage with us, is what would be considered a high price ticket item, product or a service.” (16:08)

“There’s not a life that walked through our doors that we’re not accountable for. And that’s our responsibility as a team and as an organization.” (24:03)

“We all know that the gold standard is the referred new patient. And that’s where you’re gonna see the greatest conversion percentages.” (29:13)

LINKS MENTIONED

Dr. Stephen’s LinkedIn

Dr. Pete’s LinkedIn

The Remarkable CEO Website

Dr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

02:48 – Dr. Pete and Dr. Stephen introduce today’s topic, You Don’t Get What You Want, You Get What You Measure 

06:06 – The four domains of your practice: attraction, conversion, retention and collections

09:52 – The difference between a lag measure and a leading measure 

16:18 – Dr. Pete provides an example of an internal process-driven activity leading to the outcomes you’re looking for 

23:23 – Dr. Stephen stresses the importance of measuring KPIs 

25:23 – Dr. Pete and Dr. Stephen provide listeners with a troubleshooting tool 

29:41 – Utilizing the six sides of the business Rubik’s Cube 

EPISODE QUOTES

“When push comes to shove when you think about your business, it all boils down to the numbers. You gotta know your numbers if you’re gonna know your business. And, you either are going to own your business or your business is gonna own you.” (05:16)

“The purpose of marketing – or the purpose of attraction – is to create new patient leads. That’s what we’re doing.” (12:32) 

“A lot of this boils down to us really knowing our business, knowing what drives the outcomes. But it doesn’t happen if we don’t start with setting the metric.” (20:05)

“Remember, you can’t get your teams to do outcomes. You get your teams to do activities.” (25:17)

“You’ve got to learn how to troubleshoot that engine of your practice. You need to listen, smell it, look at it, put your hands on it, right? And you want to tune it.” (28:25)

LINKS MENTIONED

Dr. Stephen’s LinkedIn

Dr. Pete’s LinkedIn

The Remarkable CEO Website

Dr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

01:33 – Dr. Pete and Dr. Stephen discuss the importance of being present 

06:10 – Dr. Pete talks about a recent transformation he has integrated into his daily routine 

13:37 – Progression, not perfection 

16:10 – The power of being 

18:11 – The spiritual transformation of becoming a CEO 

19:15 – Dr. Stephen provides key takeaways from today’s episode 

EPISODE QUOTES

“A big part of my journey is disciplining myself to be present. You know, one of the greatest forces on Earth is presence – your capacity to be present in the moment. And, for me, winning the day is about being present in today.” (02:56)

“I call it my triple-threat position because that’s when I’m going to be the most effective when I’m in my triple threat. Triple threat is ‘spirit right, mind right, body right.’ When I get my heart, head, hands and feet moving in the right direction – all in the same direction – that’s an aligned person. Aligned people are really hard to stop.” (07:15)

“It’s not about perfection; it’s about progression.” (13:37)

“Start early. Success gets up early. Purpose gets up early. And master, master that morning.” (15:59)

“Make little changes. Start with little things that you can do that are gonna change the routine.” (17:02)

LINKS MENTIONED

Dr. Stephen’s LinkedIn

Dr. Pete’s LinkedIn

The Remarkable CEO Website

Dr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

The Circle Maker: Praying Circles Around Your Biggest Dreams and Greatest Fears

00:44 – Dr. Pete and Dr. Stephen discuss the importance of having vision in 2020

03:22 – Dr. Pete poses a question to reflect upon pertaining to focus and clarity 

07:45 – Introducing today’s topic, Four Ways CEOs Approach a New Year 

10:15 – Assessing and reassessing as a CEO 

18:18 – The importance of planning and preparation 

EPISODE QUOTES

“I’m gonna challenge you and I’m gonna ask you to write yourself a question that says this, ‘Do I have total focus? Do I have total clarity?’ And be honest with yourself and ask yourself where do you not have focus in your life and where do you not have clarity?” (03:39)

“If you lack focus, then what ends up happening is you have just busyness. So you have this busyness around you. Chiropractors don’t starve, they drown.” (06:09)

“Here we are at the beginning of the year. Let’s look at 2020. Let’s set goals that scare you and goals that you can smash.” (10:08) 

“The recruiting of your team is so big. To have everyone involved everybody’s got to have a voice that’s a part of this journey because it’s gonna take everybody to get there.” (16:46)

“I like to say, Goals are where we’re going, right? That’s where we’re going. That’s our destination. Our plan is how we’re gonna get there.” (18:43)

“As the CEO, what does preparation mean? Largely delegation.” (24:10)

LINKS MENTIONED

Dr. Stephen’s LinkedIn

Dr. Pete’s LinkedIn

The Remarkable CEO Website

Dr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business