Hi, I'm Huyen
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How to Manage & Scale a Multiple Location Practice No Text

Jul 1st, 2022

Recently, I had the privilege of interviewing a special guest who is currently managing pediatric clinics and has successfully scaled to 13 different locations across Florida, USA.

In this special OMD TV guest interview episode, Mr Galo Palacio – Practice Manager of Night Lite Pediatrics discussed “How To Manage & Scale A Multiple Location Practice”

If you’re thinking about scaling up your practice to more than 1 location and you want to know how to increase your practice’s value and make your practice more sellable, then this episode is for you!

In this podcast interview, we examined…

  • What strategies is Mr Palacio using to scale the clinic locations?
  • What challenges has he faced during Covid?
  • What strategies he has implemented in order to help his practice during this challenging period?
  • What strategies and tactics is he using to cater to the variety of audiences with different backgrounds?
  • How to make a practice more sellable and attractive to acquirers?
  • How important is it to invest in your online presence; like a professional website, improving SEO ranking and traffic, engaging in social media profiles, and building up 5-star reviews?

All of the details and much more are available in the full podcast interview.

We know you will find it very informative and hopefully it will provide you with some new strategies and ideas on how to scale to a multiple location practice.

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Hi, I'm Huyen
Our work (and this site) is devoted to sharing ideas, tools and resources that will help you automate, grow and scale your practice.

huyen

Learn More

PODCAST TRANSCRIPT

Steven Tait:

Welcome to the OMD TV & Podcast show, the place to be to grow and scale your practice. Through our show, we try to give our audiences the opportunity to hear from many of the wonderful success stories in the industry, including some strategies and tactics that these successes have used to generate more patients, income and profit.

Huyen Truong:

Today, we have a special guest on our show Mr. Galo Palacio – Practice Manager of Night Lite Pediatrics. Galo is currently managing Night Lite Pediatrics and has successfully scaled it to 13 different locations across Florida, USA. Galo is fluent in both English and Spanish and has accumulated a wealth of digital marketing experience over his years managing healthcare practices. And for today’s topic, we are going to talk about "How to Manage & Scale a Multiple Location Practice". If you’re thinking about scaling up your practice to more than 1 location and you want to know how to increase your practice’s value and make your practice more sellable; this episode is definitely for you!

Steven Tait:

Welcome to our show Galo!

Galo Palacio:

Thank you, thank you. I'm excited to be here. Thank you for inviting me.

Steven Tait:

Excellent. Now, we are very excited to have you on the show, and can’t wait to

hear and discuss more about your incredible experience managing one of the largest paediatric clinics in the United States. Now we know a little bit, we know about you. But is it possible that you can just tell the audience a little bit more about you and your experience managing a multiple location practice.

Galo Palacio:

Yes, just to give you a little bit about... a little colour about what we do, right?

We have a very unique business model. Our niche is specific to parents that are busy and then when they're out of, you know when they leave their work they're looking for urgent care services. So what we provide is an after-hours urgent care. You might or not might be familiar with it. But usually, when you're looking for... if your kid is sick and then you're looking to take him to pcp or a physician right, usually they have a nine to five. And then if you are not in that time frame, you have to wait till next day. So what we provide is an after hours medical service for kids.

Look at it in this way. We are... we consider ourselves as a budget-friendly option compared with the emergency room. So parents that are, you know, leaving work at five o'clock picking their kids from the daycare and they see that the kid doesn't feel well, what do you do? You go to the urgent care and that's what we provide. We are open to midnight, add value is basically always consistent and provide a faster reliable and convenient urgent care. Right? After hours. Now you understand a little bit what we do, right.

We have a small practice in general. Because you see we have 14 locations here in Orlando and when you work in a small practice, you are kind of exposed to everything. So I have a little bit of experience of you know operations, HR and especially in the marketing side, right? I guess basically now, back to your question right, what my experience is? It's been fantastic. I think when you get exposed to all the things you learn a little bit of everything. It makes you understand your business as a whole. Right? I will say that, when you have a lot of practices and as a manager you have to relate, you know and relay your team. So there's no way that you can do everything and that happens when you have two or three locations you try to manage and micromanage everything you want to do. You know, order your collateral, you want to make sure that everything's in place, so you have to delegate. That's the first thing I learned through, you know through opening and growing, right. And thinking this way. Whenever you're going to do something, don't do something that you can... If you can't do it for 10 locations, don't do it. Thinking like, if you can do it for 100, don't do it for 10, right?

So you have to think if you were scaling trying to make sure that you the things that you're doing, you're doing and you're thinking long term, that your practice is going to grow and then you can scale everything that you do. In terms of reporting and advertising, and of course, well you know ordering and managing your staff and things like that.

Steven Tait:

Now, first off. I think those were great qualifications about Night Lite Pediatrics, but also a good introduction to the wonderful services that you do and I'm sure there are a lot of parents that have benefited and are very grateful for the service of Night Lite Pediatrics. Helping them to sort of take care of their children during these after hours when it can feel much more frustrating and challenging to find the services that you need. What is your role within the company?

Galo Palacio:

Well, I started in business development. So, well 70% of the marketing strategy...

I will say before Covid pandemic was outreach, grassroot visits. So going to these places that are family oriented and talk about Night Lite. Make sure that we educate them. Because I don't think, especially here in Florida, I don't think a lot of parents know about what is a wooching care. It's very new concept for them and then you know, if you're coming from a different country you know that you have to go to the clinic right or the ER. So first of all that's one niche that we're trying to approach.

Specifically those people that are from Brazil, from you know, from the latin american countries, to educate them. Also make sure that they understand the business right. So what is Night Lite? What is it comprised of? What are the benefits? Right? So as I started doing that, you know, doing visits and then when I went to do my master's and I finished my degree, they offered me the managerial position. So now what I'm doing is basically making sure that, not only from the marketing perspective but from the business development perspective, everything goes smoothly, right.

So I managed a team of four people, to make sure that they do their visits, and I work with other third-party companies, like the ones that Huyen provides, right. And then make sure that the things are running smoothly. So I'm more like a delegating right now, managing more than I go actually and do the visits. So I make sure that things are in place.

Steven Tait:

Fantastic. And how long have you been working in this capacity?

Galo Palacio:

Yeah, so I started... I did four years, kind of four years around doing business developing and then when Covid happened, actually my team left. Everybody. So I was myself, managing all these 14 locations. And that's when I, you know the online part becomes so important. And now actually has been two years since that, as a manager now trying to focus on the online part, which is, we noticed, that you now, with Covid and everybody being home, it becomes so important. Right? So we're trying to capitalize in that sense, and that's what I'm focusing on right now.

Steven Tait:

Great that sounds good.

Huyen Truong:

Okay. We all probably know, a healthcare practice is actually one of the most difficult types of businesses to scale. So what strategies are you using to scale your clinic locations?

Galo Palacio:

Well, let me tell you some of the challenges that you will face, right.

First of all you have to understand the market. When you have locations in different areas If you're lucky enough, you can replicate your marketing strategy, but you have to adapt. So I'm going to give you an example.

When Covid started we had to, we started this initiative. It was a contact list, right. We're trying to make everything online, right. So the forms and everything, trying to make it simple for the patients . So they don't have to touch paper come to a clinic. When we implement this, right, we noticed that there're some locations, demographics that are not tech savvy. And there're some demographics and locations that they know how to get, you know through the phone and do all the things.

So it is important to understand your market. So what we did is, like for an example, for those locations where we see the demographics, as you know, tech savvy, we implement the iPads, so we can actually help them in the clinic to get process and you know raise their patience. All the locations was easy to, you know, to kind of implement these new services, understanding the market is coming also from understanding their needs.

So look at it this way. When you advertise it, you can well... what I do is that I don't advertise the same to all locations. Well we have a valid preposition in and we know what we do, right. And we're trying to sell that but also separate to that. We're trying to advertise specific or trying to solve a specific problem to specific markets. In that sense, I'm going to give an example.

One of the locations, they use a lot of government insurance. So we're trying to advertise more, right. Medicaid is big part of the demographic. So we're trying to highlight that. For middle high class, they like convenience. They like to be in and out fast. So we're trying to highlight that and in that specific area. Because we understand that those, they're looking to solve two different problems. And if you are able to understand your market, you'll be able to scale your practice right and be more efficient. So that is something that has been working for us. How we can provide a specific value for a specific you know population, in that case you have to understand your market.

Huyen Truong:

So I know that the majority, I think the majority of your audience in Florida is actually hispanic, with hispanics background. So I guess you probably have to cater your marketing, you know strategy and tactics around the variety of different backgrounds, of the audience are you working with. Right?

Galo Palacio:

Yeah, yeah. We do, we do. And in terms of also, sometimes you don't think that language is important but they do. Spanish people feel confident to go to speak with a Spanish doctor, to have the forms in spanish. So we do those changes. Or we at least provide that option at the clinics because that's what we're trying to build, right. We're trying to build frequency. So the first step is bring you to the clinic, by keeping it like this and you know coming back is important. And we're trying to give you that to the patients. And of course we cannot do that in every single location.

We understand the different locations for different problems. But at least, we offer the solutions and we offer the stability to do certain things in their native language. So we have Portuguese, a big community here, we have the Spanish one and in some areas also the African-Americans. We have a lot of Creole which are coming from Haiti. So we adapt that too from the beginning to the end. We're talking about forms and then sometimes we have the doctor, or at least a front desk that can help the doctor to you know navigate the entire experience.

Huyen Truong:

Wow. That seems like a lot of work, for you know managing different like Google target audiences there. So on the OMD TV show, we're all about helping practices to grow and scale faster. And a lot of practice owners start their practice building journey without actually thinking about the access plan or any acquisition possibility by another organisation in the future. So, but according to our experience having this mindset built to sell is critical for practice success regardless if you want to sell your prices later or not. Because the practice that can run smoothly without too much engagement on your end it's actually a sign that you manage to scale your practice beyond you a single factor that keeps your practice running. So based on your experience, how do you make a practice that is more sellable and attractive to acquirers? That's actually a very tough question.

Galo Palacio:

It is, it is. Because if you're looking for the financial aspect, right. It's all about profit margins, right. And revenue. So you can have a terrible experience, I mean practices have a can have a terrible experience.But the numbers and profitabilities are great. You know somebody can make a case to to say; Hey you know what, I'm going to buy this practice that has great numbers, profit margins are fantastic. And you know, have several locations.

And, but now from the marketing perspective. I would say, if you are able to go and ask any parents about Night Lite Pediatrics. This is how I manage brand awareness, right. And if they're familiar with the brand, that tells you a lot, right? And basically, what we've been focusing on and creating is that brand recognition and brand awareness. And in the community. That when somebody knows, you know, I need an after hours care, they say I need Night Lite, right. Like it's the same, when they talk about tissues and they mention clinics instead, right. Brand awareness is important to us. Because this is the first step to bring you to consideration and then finally making, you know a possible prospect a patient.

So I'll say that when you have a strong brand, a strong brand personality and that it's linked to all the good positive values by creating great experience, the business sells itself.

Huyen Truong:

Okay, that's interesting.

Steven Tait:

Have you, I guess what I'm interested in understanding is, has the idea, the concept of selling the practice in the future ever sort of influenced decision making within the business? And maybe more so expanding on that idea. Like how long has that been happening? When you first started, was that ever, was that ever part of your future planning or is it something that's maybe just happened more recently if at all?

Galo Palacio:

Yeah, I think well from the partner's perspective of the owners, it's always been in their mind to go to a specific number. Because of the more locations it has, you actually, you dominate the market right. And, it is the goal, I think from the owner's perspective, to scale the business to the point that they want to sell it. And a matter of fact, I think it happened two, two months ago, they they did. Now a public company calls a pediatrics known before as a magnet, just to acquire a Night Lite Pediatric. So we're under the umbrella of Night Lite, right. And the goals always being in their mind, right, long term, as not only sell, but to grow the practice and dominate the market.

It is part of the other  long-term goals for every owner. For, every practice owner, right.

And in that sense, we'll keep it in that way. We're always trying to make the practice growing. In every single term from the marketing perspective, we have put the things in place to do that,because you need the foundations to grow. And I'm probably going to deviate a little bit from your question. But I'm going to give you an example. Before Night Lite Pediatrics. I think, well let me put it this way. When I started with night locations, and then we outsource everything online, and the goal to grow it was for us, to build marketing in-house.

And in order to expand, we needed the foundations to expand online. So we started working with OMD to build a website, that gives those foundations to scale. And we had limitations with with the person, over the circle, the provider that was offering this service, initially. We couldn't use plugins, on our website, or add tags (they're called pixels now), Google ads for retargeting. So a lot of limitations. In order to scale you want to be able to have all these things in place. Because you need to be able to retarget, right.

You need to be able add a live chat, and also make changes in real time. And now that we have that foundation, that structure online, we're able to add things in other locations. Because this is important, right. So building that infrastructure, it was priority. And that was part of growing us as a company. Actually and the future seller, which they did, right.

Steven Tait:

Right, okay. That's great. I mean I think that's an excellent answer.  And a great idea for our audience who are listening today. To sort of consider just how much of your long-term vision had towards selling and how maybe that influenced some of the decisions that you were making and strategies that you were implementing for your business. Keeping an eye on that long-term vision towards becoming a sellable practice in the future.

Now you've brought up a lot of great points around how you've utilized marketing for scaling One of the other ways that we notice that a lot of practice will, well they'll scale their practices is by adding in more doctors and have more resources available to them. Can you talk about, maybe the struggles or maybe the successes that you've had with finding some of those medical resources. The doctors, the nurses, the things that you need to sort of scale and grow into a multi location practice.

Galo Palacio:

Well yes of course. So I can say, there's no question that there's a big challenge right now. And especially here in the US, to find doctors. There's scarcity of doctors and nurses everywhere. So it's challenging. What we have done to alleviate some of these challenges we have had actually telemedicine, right. If you have a practice and then you know some of these practices get really busy sometimes. And the way you can adjust a little bit this traffic is sending patients to other locations without sending them. So we use telemedicine.

We offer telemedicine for things that can be used for telemedicine and that way we alleviate the traffic in one specific location. But capitalizing all the locations that are not so busy, right. We do also in addition, we have partnerships with schools in those programs.

And for example, I manage the internship program here. And when I need, for example from these people that work and talk to the staff, to the patients, I was able to offer them to the internships. "Hey we have these jobs". And some of the schools also saying: Hey, we need some hours that we have students here. So we have been able to bring some of those students and make them part of our or staff. In terms of doctors, this is still a challenge right now. You know there are a lot of businesses. Competition is tough and then big hospitals are coming here to Orlando. So that makes it even more complicated, because they come in with a big box right. So they're sitting there, sitting in cash and they can make better offers. So what we do is emphasize the flexibility that we offer. We have great hours, not so stressful environment and things like that. But right now it's so challenging to have doctors. And the worst thing you want to do is not open a practice for a day, because you don't have a doctor.

Steven Tait:

Sure.

Galo Palacio:

It is. It happens. It happened to us, you know when you have limited staff and one of your doctors gets sick. Or is coming from vacation and the flight is delayed.

Steven Tait:

Yeah.

Galo Palacio:

There's no way you have to close that location and you know you lose, you lose a big amount of money that day. But you always be able to move. We were able to move doctors around locations and also have telemedicine to help us affiliate. But sometimes it is what it is, you know. It is tough if you're in a tough environment. And it's hard right now to find doctors and nurses.

Steven Tait:

Sure, but I think you bring up a great point about how you've introduced a lot of flexibility into your arrangements. So you're right. Life happens. Doctors become unavailable, we become unavailable for reasons outsider control. You know, that's life. But you've introduced, I guess a lot of flexibility into your operations by being able to shuttle doctors around practices. Being able to offer telehelth as well too as a way to just sort of like I said add more flexibility into it and make sure that, you know you still have options for providing your services. So I think that's very creative.

Galo Palacio:

I believe right now with the new company they offer compensation for everyonethat actually, you know, referred to a doctor and it ended up working for us. And that motivates people you know. To find, hey asking for a friend or another doctor asking for bringing another doctor to the practice. I don't know if I've mentioned this, but now I was moved to corporate. And as a pediatrics, one of our marketing goals is recruiting. So we're running now advertising, Paid Ads and linking. And then Facebook, not only to brand awareness but you know to get and recruit some of the doctors. And making a case that you need to invest now. You know, put some dollars to bring those doctors. And before you know it, just put an ad and then you have two or three applications. Right now you have to sell the benefit of working for a specific company. That's what we're doing right now.

Steven Tait:

Sounds great.

Huyen Truong:

So regarding looking for finding the right doctors. Have you thought about using recruitment specialists, like HR Headhunters, in order to achieve this goal because actually that's, that's the way we're using right now to find talents. Because in our industry also, it's extremely difficult to find digital talents and I'd like to hear from you, from your perspective based on experience. Have you done something like that? Because a lot of our audience right now is also having the same problem recruiting doctors for their practice so they can expand their services and locations.

Galo Palacio:

I have no experience with any service that, helped us to, get doctors into their offices. As a company we have our HR department. And HR has been working aloneI would say. And in the sense right now, but now that we're acquired, we have a full, you know, bigger marketing department, a bigger HR department. I'm pretty sure they have an agency right now that's helping us. Because if you're looking from the Night Lite perspective, 14 locations is not that hard. But from the practice, the corporate practice, which is pediatrics, we have around 400 locations, right. And it's not only, we'll say office space, but hospital space. So I'm pretty sure they rely now on recruiting services. To get this some of the doctors that we need.

Steven Tait:

Sure, sure.

Huyen Truong:

Okay, now we know that your practice has a new website that has tens of thousands of visits per month. Which is quite significant for any practice size. So how important it is to invest into your online presence? Like a professional website, improving SEO ranking in traffic, engaging your social media profiles and building up your five-star reviews.

Galo Palacio:

Yeah definitely. A lot of people think that they can rely on Paid Ads.

And that's not a a sustainable practice, right. The goal of every practice is to build a website that brings patients without putting money in, right. And that comes with the work. What we have done now, as mentioned before, we built a website. A totally new one. We have found out what people are looking for. So we highlighted those things and made it an easy experience from the beginning to the end. So it's very important that we have live chat. So a lot of new patients, they have questions, right. And sometimes you know they don't feel comfortable, this new generation don't want to talk on the phone. So we provide some sort of texting for them to ask questions: what kind of insurance should take, do you see 19 years old patients? Yes we do. A lot of people are, you know have questions like "Okay pediatrics, I can't take my kid because he's 18". We see newborns to 21. And there's a strong connotation to pediatrics.

Pediatrics patients think that it's only to a 14 years old or some sort of age, right. But we see young adults too. So it is important to have these elements to bring patients.

And now that you mentioned that, reviews. Realistically you know, 75 percent of the people before making a purchase are looking at the reviews. Actually I do when I go to Amazon. And I think a lot of practices underestimate the value of asking for reviews. There's two main reasons why our practices have a strong focus on this Practices with high reviews, it helps to rank higher, right. It gives you more visibility to your website. And also a lot of the patients. And in this case for a practice, thye are the mothers. Mothers are the decision makers. They look at these things and they read it. And if you want to go a little bit further, I think everybody should start replying to these comments. This is important, right.

It is, it's all about perception. And you want to create the perception, when you are answering, And you're replying even to the bad comments. Because the bad comments give you sometimes the solution of your problems. And a lot of people don't like it. I love them. Because every time I have a challenge or every time I see that my locations are decreasing, I start looking at the sentiment on you know Google Reviews, Yelp and Facebook groups. Because if it's something wrong, they tell you right away. So, it is important to keep a presence. Reputation manager is important and to have a website that builds the foundation. You know, like I said before. To also scale, because you're going to do that, right. It is important.

Huyen Truong:

Yeah, so speaking of a little bit on the social media side, because I think a lot of practice owners want to hear about this. I know you have been very proactive and advanced. When we're trying to utilise social media platforms to promote your practices in different locations. And I know that you're one of a pioneers in terms of using TikTok to generate more viewers and interests and joy in your services. How successful has it been? Can you elaborate a little bit more on that? Because a lot of our audience would love to hear more about how you, you know leverage and utilize social media to generate more interest and inquiries for the practices.

Galo Palacio:

Yeah, well the TikTok actually started when we were in the middle of the pandemic, right. And, we were fortunate enough to have one of our marketing specialist who's a mom. And she used to TikTok with her daughter. So we asked her to start building some of the TikToks.

And we noticed that, first of all videos are having more you know, get more attention, right. In terms of wherever you're posting something compared with a simple image. So videos are good, so I always go with, if you have to do a post, or a video, transfer a video. And then we find out that the span of attention for a from a parent is three or two seconds. So TikTok has become so popular for us because, first of all it was easy to make videos, right. You don't need, cameras. You don't need a fancy team to do that, right.

If you want to do it informal, right. So you only need a phone and everything in the tools are there. So we start doing those TikTok videos and we started posting on all social media platforms. And what we saw compared with other posts, we had a huge increase in reactions.

So we noticed that the likes increased, the comments increased, the shares increased. So it was a grand brand awareness. So, what we're trying to do is, it takes seven times to see your our brand, right. To actually remember it. And most of the time for Night Lite Pediatrics it's not like a parent goes to Facebook, and says oh I have a sick kid right now, let me find face with a doctor. No. But what we're trying to build is, it's putting the name on people's minds. And it's been fantastic because we have been so successful, that parents come to us here and tell us like oh that's the lady from the TikTok, you know. You know they actually mentioned a specific video, a specific post. And it was like, well you know in terms of cost benefit, we didn't spend much money and we have a great success. So I'll say no everybody. It's just you know, I don't think everybody will have somebody like us. We are lucky to be so good with TikTok. But you know it's been working so far and then what we have is asking here.

We're asked to do more videos and especially those that are informative, right. And it focuses now more and in the sense of how we can provide value to the patient, right. Well they say in this case to the parent. And I'm going to give you one example now, we do videos based on services or of various symptoms. What happens if you have a running nose, right. How you can clean out your kid if they have, you know moccasin. You know things like that. So we've been focusing to be informative but at the same time bringing the brand to these videos.

Steven Tait:

I think you bring up an excellent point there. That I think is very valuable for the audience to sort of take away this idea that has multiple touch points, by establishing your brand and awareness is such a valuable thing. Because it is either very challenging or difficult to be sort of in their face at the time where they need, when they know they need your service. But, if you're in the back of their mind historically, if you've developed a sort of engagement with them already when they don't need you that the moment that they do suddenly need that service, you're clearly going to be front of mind for them and so.

And I think you're, bring up a great point around how it's a history you're building up a relationship with them. Even when you don't, when they don't need you.

Galo Palacio:

Exactly, yes.

Huyen Truong:

Yeah. So you already touched on the importance of engaging with TikTok.

Because it is actually a fairly new platform and with a new social platform actually they give you more viewership. So basically you don't have to pay them as much in order to get the viewerships and get a lot of engagement. But that's why we recommend or encourage practices to start using it now before TikTok starts, you know charging advertisers or businesses to get their posts seen. As we have seen so far with Facebook and Instagram.

So that's the benefit of using a, new social media channel to, you know, start generating new interests for your practices. How about other techniques that you have used today for finding new patients for multiple location practice? You know, how is different from when you're running just one practice? Can you give the audience, some effective techniques that you have used so far in terms of generating new patient inquiries?

Galo Palacio:

Well I'll say that the success of every business is the ability to innovate, right.

And if you're able to adapt. We're happy with coming, we see a lot of people using TikTok. That's what we did, right. We switch and we move from published publication. Which is probably what a lot of people do, you know what they add in magazines, who they are billboards and...

But the problem with that is just, you can't measure that right. If you can measure something, you cannot manage it, right. That was the biggest challenge that we have. So when Covid happened, we had to adapt. And I will say I don't have one answer to solve all the problems. But I will say you have to try different things and see where it works. We do triedfor example Waze, we tried Google Display Ads, we tried Google Ads, you know, Facebook Ads a little bit of Spotify too. But you know, if you rely on the data and you look at what's working, you will be able to find out what is paying off and move your resources according to that. We did that. So one of the biggest success was first of all posting to Facebook stories.

A lot of people don't use this, but they don't look at the feeds anymore they just go to stories. So we noticed getting a lot of traction so we start putting more efforts on that.

So I will say try. Don't be afraid to try new things. Don't get this analysis paralysis. Oh my gosh, the data, I need to analyse before moving. No, don't. Make mistakes and learn from them, and try different things. Because some of these channels are going to pay off and make it easier if you understand who is your patient, right.

What's your profile. And for us it's very straightforward. We know the moms are the decision makers. And then we know the moms spend time on Facebook. So we are advertising on Facebook, right. It's pretty straightforward. So sometimes it's simple as it looks like, right.

So if you understand your customer, which we do, and we're in the business of people and we understand it. And don't be afraid also. I would say this is my biggest suggestion. Don't be afraid to ask your staff. Sometimes they have great ideas. I mean our front desk, one of the best ideas are coming from the front desk. Because they talk directly to the patient. There's no better customer inside to talk to somebody that actually talks to your customer and that's the front desk. So don't be afraid to ask questions, or you know ask for help, or ask for suggestions your staff and those that interact directly with your potential customer. They will tell you the answer.

Huyen Truong:

So I have a good insight here. Because I know that, actually we have very good videos that we produce in our OMD TV. And we talk about the three most important questions in marketing.

And the first question is that you've got to know, who's your target audience. And you got to be really specific at that. And actually you just talked about how well you know your target audience. The second thing is, you have got to know where are they hanging out right now. What platforms, what websites they're checking, what blogs are they reading, what social media channels are they more active on. And the third question is how to reach them.

How to connect with all these communities, how to be more engaging on these platforms to get attention from these perspective patients. And I think that's a very good lesson for the audience today to take away when it comes to marketing.

Galo Palacio:

Yeah of course. I'll say that we're in the business to solve problems, right.

And it's very straightforward, you know. We understand the patients, where they coming from. So busy moms that don't have to take kids the PCP in the morning. What we're trying to do, is providing the best service by focusing on those things, right. We have convenient locations close to them, they don't have to spend too much money, we take most from insurance and usually they're in and out in 30 minutes. So it is very convenient. We understand our demographic, we know what they trying to do, what problems they have and that's what we emphasize. Because that's what makes, provides the value proposition in our business, right. The convenience, the accessibility and of course the care that we provide, right.

Steven Tait:

Great. Well this has been an excellent conversation. I thank you Galo. I think you know some of the more recent points that you've been making around the idea of having to try new things. I think it's something that a lot of people don't really do. I think they always want to rely on what they think will be a proven technique like that'll guarantee them results. So I think your willingness to sort of try different things, try different strategies. See what works, see what doesn't work. Test this stuff out and then push forward with the things that work, is a great idea and a great lesson.

I think that we could all take care of the blueprint for success is constantly being rewritten. And so you know, I think your willingness to sort of try and explore new things is very commendable. So do you have any final advice for the audience today about, you know ways to sort of scale their practice?

Galo Palacio:

I'll say rely on your staff first as a manager, don't be afraid to delegate.

And as a business, I'll say that sometimes you need to rely on the data. Being in the business sometimes so long that you're afraid, to like, I say you know to move from what you know. And then, right now in this very competitive market we have to look at the numbers.

And something that you need to start adding into your practice. How you can, make smart decisions based on what you know, what the data you come up with, that you will have available. A lot of businesses started doing that, that I know is that they start building, these data warehouses and these, analytics skills. Because as businesses are coming to place into the market. It's hard to differentiate, right. A lot of those businesses are becoming commodities, you know. It is everywhere, right. So, data is important. Data is important.

And I'll say, let's start implementing as you are growing. Start using it, it will save you a lot of time. A lot of money and most of the time, it will give you the answer to some of the operations, financials and marketing questions, right. Rely on the data.

Steven Tait:

Excellent, excellent advice. Well thank you very much Galo for your time today.

We hope that our audience has enjoyed this interview as much as we've enjoyed this interview. Now if you want to learn more about how to drive more ideal patients into your sales funnels using targeted messages and hooks. I suggest that you attend our webinar called the "Three must use strategies to generate more new patients and referrals on autopilot".

Spending one quick hour with us in that webinar will help you to master the fine art of driving more traffic to your clinic and ensure that you are successfully generating all of the business traffic that you can. Instead of just hoping that they'll show up simply because you built it. We'll leave a link to the webinar in the show notes below so that you can sign up for it there. Thank you again Galo. We hope you enjoyed your time here today.

Galo Palacio:

It's been a great pleasure. I really enjoy having a conversation with you guys.

It's been a fantastic. I said it's six o'clock here and I feel like, I'm not tired anymore. And I'm feeling great, it's always good to talk to you guys.

Steven Tait:

Excellent, well we enjoy chatting with you too.

And we hope the audience enjoyed the show. And if you had any feedback that you have on this show,  we'd love for you to add your comments in the comment section below. And if any of our listeners are interested in being a guest on the show, we also provide opportunitioes for that too. So please leave comments for that. Thank you very much for watching and listening in on the OMD TV show today. And we hope to see you at the next show soon. Thank you.

Huyen Truong:

Bye for now.

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