Podcasts about orx

In this episode of the ORX Operational Risk Podcast Steve Bishop, Emilie Odin, and Stanca Oproiu from ORX, discuss the outcomes of our most recent Top Risk Review H1 2025 survey. They share the most significant material risks affecting the financial services industry today. The discussion highlights key headlines, with a special focus on geopolitical and AI factors. For full access to the Top Risk Review H1 2025 report, ORX members and ORX Lite subscribers can download it for free via the ORX website: https://orx.org/resource/top-risk-review-h1-2025. Additionally, ORX has published a dedicated Insurance Analysis Report, offering deeper insights for insurance sector professionals. Read the full report here: https://orx.org/resource/top-risk-review-h1-2025#insuranceanalysis. You can also read more in our recent press release on ‘Geopolitics, AI and third parties drive surge in op risk materiality' on our website here: https://orx.org/podcast/key-risks-shaping-financial-services-today-orx-top-risk-review-h1-2025.  To find out more about ORX Membership, ORX subscription services, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org   

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the top five largest operational risk losses of March 2025, including the top losses for insurance, the US and other global regions. In addition, the team cover two deep dives – one on a third-party management control failure, and another on card product misclassification and regulatory fines. They also provide an update on the latest editorial report covering all regulatory actions from 2023 and 2024, including analysis on 1,047 individual regulatory actions across 976 loss events.   You can find the top 5 largest operational risk losses of March 2025 discussed in this episode on our website at: https://orx.org/blog/top-5-orx-news-losses-march-2025   ORX News subscribers can read the full ‘Regulatory actions: 2023-2024' report on the ORX News website at: https://news.orx.org/node/13099   You can also read more in our recent press release on ‘Managing the shifting regulatory landscape' on our website here: https://orx.org/blog/managing-the-shifting-regulatory-landscape   ORX News subscribers can also find out more about the Deep Dive and stories covered in this episode on the ORX News website here: https://news.orx.org/node/13042, https://news.orx.org/node/13085, https://news.orx.org/node/12563, https://news.orx.org/node/12475   To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org. 

In this episode of the ORX Operational Risk Podcast, Steve Bishop is joined by Mike Constantinou (ORX Consultant), Daniel Mikkelsen (a Senior Partner based in McKinsey's London office) and Laura Webanck (a Partner in McKinsey's New York office) to talk about the new Reference Process and Service Library. The library was developed with the support of McKinsey as knowledge partners and in collaboration with the ORX Membership. It's based on more than 60,000 processes and services submitted by more than 50 banks and insurers. They provide an overview of the library, discuss how it was created, and explore how it can support risk management in financial services. The ORX Reference Process and Service Library is available for free to all ORX members and is also available for non-members to purchase. You can find out more and access the library on our website at: https://orx.org/resource/orx-reference-process-service-library You can also read more about the library on our website here: https://orx.org/blog/how-can-the-orx-process-and-service-library-help-you-manage-risk and https://orx.org/blog/first-industry-wide-reference-process-and-service-library-onfr

Imagine turning casual event interactions into lifelong patient relationships.In this episode of the Ground Marketing Series, we dive into a complete, actionable framework for dentists eager to expand their practices. I unpack the art of pre-event planning, setting intentional goals, and constructing an irresistible activation kit. Drawing on wisdom from marketing legend Seth Godin, we learn that storytelling lies at the heart of effective marketing. We'll cover the essential roles within an event team— the magnet, the messenger, and the connector—each playing a crucial part in generating and nurturing potential patients.We'll discuss hands-on tips for booth presentation and interaction strategy. Learn how captivating signage and engaging team activities can drive your booth traffic through the roof! This episode brings to light the importance of crafting messages that avoid clichés and resonate with potential patients. Discover key metrics to gauge your event's success and develop an adaptable, scalable marketing system that ensures no opportunity slips through the cracks.What You'll Learn in This Episode:Strategic steps for effective pre-event planning for dental practices.The pivotal roles each team member plays in a successful marketing event.Techniques for creating engaging, memorable booth experiences.Essential do's and don'ts to maximize your event's impact.The art of immediate lead follow-up and team evaluation post-event.Insights into metrics and tools for tracking and optimizing marketing efforts.Get ready to transform community events into powerful marketing victories—tune in now!‍‍Learn More About the Ground Marketing Course Here:Website: https://thedentalmarketer.lpages.co/the-ground-marketing-course-open-enrollment/‍Sponsors:CareStack: Modern, Secure, Cloud-Based Dental Software for Growing Your Practice! With state-of-the-art features including Online Appointments, Integrated Payments, Text Reminders and more. Click the link here for a special offer: thedentalmarketer.lpages.co/carestackCallRail: Call tracking + AI that turns calls into campaigns that convert, quality patients, and cost savings. Start a free trial today! Don't forget to mention The Dental Marketer sent you!) callrail.comOryx: All-In-One Cloud-Based Dental Software Created by Dentists for Dentists. Patient engagement, clinical, and practice management software that helps your dental practice grow without compromise. Click or copy and paste the link here for a special offer! thedentalmarketer.lpages.co/oryx‍Other Mentions and Links:‍People:Seth Godin‍Groups:Chamber of CommerceRotary Club‍Tools:EventbriteGoogle FormsJotformMailchimpActiveCampaignGoogle SheetsAirtableCareStackCallRailOryx‍Businesses/Brands:Invisalign‍If you want your questions answered on Monday Morning Episodes, ask me on these platforms:My Newsletter: https://thedentalmarketer.lpages.co/newsletter/The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041‍Episode Transcript (Auto-Generated - Please Excuse Errors) Michael: leveraging community events for maximum impact. This is gonna be the step by step guide to making an unforgettable impression. At local events and converting it into real growth. Now, community events aren't just about handing out freebies. They're a powerful system for relationship building, trust marketing, and establishing your practice as the go-to in the neighborhood.Seth Godin said, marketing is no longer about the stuff you make, but the stories you tell. But here's the kicker. To win at these events, you need more than a table and smiles. You need smart systems, a team with purpose and follow up that drives revenue. I cannot tell you how many times I've gone to events where I'm either just an attendee or I'm a vendor.it's almost like a pet peeve of mine where I see so many things going wrong. It feels like, oh man, this, employee who's hereis the wrong employee. You're doing the wrong things. You're just not feeling it. And you can see the mistakes.You can see almost the opportunities lost in every single minute almost,not just every single interaction, every single minute that they're there. So this episode. Definitely it's gonna be a, game changer for you because you're gonna realize a lot of things that maybe you've been doing wrong or a lot of things that you could be doing better.Now this is real data why this works. 43% of patients only visit the dentist once a year. 27% go twice a year. Events help turn rare visitors into loyal patients, okay? They see you, they talk to you, they engage with you, they interact with you. They're more likely to go with you. 59% of dental practices rely on front desk staff for marketing.Your team needs training to represent you well at community events, so it's not just like, Hey, let's all go out. The whole team has to go out. They need to be trained. 77% of patients prefer online booking, but only of practices offer it. So your event setup should promote real time scheduling.Don't let it get lost in the weeds where maybe you are booking people on the spot, maybe you have a specific software right, and you're booking them on the spot, on the iPad, and then you book them. And then you notice when you get back to the office, it's triple booked double book, and it's not cohesive.Don't lose people like that because I cannot tell you how bad it will be if you have to call that lead back and say, Hey, you know, the time you booked doesn't work. Can I put you in another time? First you gotta get them on the phone, try and find them, try and reach them, right? But you most likely will.And then from that point on, gotta convince them to, to change. So no email marketing, ROI is 44000%, It's huge. Capturing emails at events is high value. If you can capture phone numbers or even text them even better, right? So here's a step-by-step guide, step one. This is crucial pre-event planning.This is the foundation phase, so choose the right events 90 days in advance if possible. Easy breezy. How to do this. You look for events where your ideal patients already gather. You look at PTA meetings you hear word of mouth where they're going, they're doing.Farmer's markets, events in the Chamber of Commerce calendar and the rotary, club calendar, school health fairs. You just ask for events, right? A lot of apartment complexes have events, community center, senior homes. You can even use platforms like Eventbrite Facebook parent groups, Facebook groups in your community.And like I said, chamber of Commerce right now, here's a pro tip. If any of these events, you decide, Hey, I really want to go to them, try to attend first as a guest. Observe the crowd flow, the booth engagement and the vibe before you commit. And then you can go. A lot of the times in the ground marketing course, I teach you how to do this and how to actually get fantastic referrals and partnerships, but new patients without ever participating in an event.Meaning like without ever being a vendor, you're just there. But if you're like, oh my gosh, the booth engagement is fantastic, we gotta be here, we gotta support. Yeah, definitely continue to pursue that. Right now you wanna set clear measurable goals. So example targets. These are examples, right? I want to collect 75 emails or 75 contact information.I wanna book 15 appointments on the spot. On site, and I wanna generate 200 plus impressions in the community. That means 200 plus people know about us, we've handed out. Something specific to them, they know about us. And then now you wanna work backward from your goals. Reverse engineer. If your team can engage 20 people per hour, plan your booth design game, call to action accordingly.Okay? You wanna design it that way? It doesn't just happen that way. For example, let's just say it's a huge event and only one person's available and they're going, they're setting up, they're doing it all. They're at the booth, they're talking. right?You're not gonna get everything that you want. You're not gonna get 200 email contacts or contact information or 200 leads because it's just one person. So you gotta, adjust accordingly. Now, you wanna design portable activation kit. The whole system for this, the actual layout, pictures and everything is in the ground marketing course.Like I'm gonna tell you right now, you don't need flash. You need systems that trigger interaction and capture data. That's it. I've never been too over the top or over fancy with it. I've seen a ton of boots like that, and that's great. That's fantastic. But in this episode, you're gonna hear what's most important and what you need to invest more in on than being off lash right now.What you're gonna want in this portable activation kit is branded tablecloth and banners. With your logo, maybe a game if you like, right? Like a spin to win or a Plinko board. IPads with intake forms, It can have Google forms or jot forms or a signup sheet. I still do the signup sheet, but it's up to you, You can have the iPads with linked to your practice management software. I know Cares Stack and orx do it fantastically. Great booking portals on there. Then obviously lead magnets, right? Pre kids, dental, emergency guides, or all the freebies you want to give out that are in there, hygiene kits, information flyers, things like that.So that's step one. Okay? The pre-event planning Phase A, you're gonna choose the right events 90 days in advance, if possible, or just in advance, right? You don't wanna go on the calendar and say, oh, snap, there's an event tomorrow, let's make it happen. No. Take time to plan ahead. B, set clear and measurable goals crucial.Have to have measurable goals. Never once did I go out and say, let's just see how many people we sign up. No, in the moment, you're gonna be like, oh, you know what? This is not that good, or whatever. You're gonna get in your head and you're gonna just sign up. Five people. You gotta have clear, measurable goals and say, okay, you know what?From here we're gonna do 75, and that means you're gonna put in the work to get those 70 fives while you're there. Right? Be set. Clear measurable goals. See design a portable activation kit, like I told you, cable tablecloth, banners, maybe a chair if you like. spin the wheel, whatever freebies you wanna give out, and something to sign up people on.Okay, step two is the booth strategy. So make it magnetic. This step is all about stopping people in their tracks. Creating a magnetizing presence and turning curiosity into conversations. Most booths are background noise. Yours should be the events gravitational center. So what you wanna have is a solve a local pain point with words that actually work.I'm gonna give you three examples of what not to say anywhere in the booth. Hey, we're accepting new patients. No. That's so long ago. Don't ever use that again. Two, come get a free toothbrush. Nope, throw that out. Three. General and cosmetic dentistry. Throw that out. These are vague, they're overused, and they don't spark emotional or practical urgency.You want to craft micro messages that solve actual local problems. For example, could be a pediatric practice. You can say. Somewhere in the booth, right? Struggling to get your kids to the dentist without a meltdown. Ask about our no tears visits. Why this works. It uses parents' pain point tantrums, and stress.It includes emotional relief. So no tears. And it's specific. It's not generic. Here's a cosmetic example. Want to boost your confidence before your next big event. Ask about our mini smile makeovers. Same pain points that attacks the next one. Busy parent example, no time for dental appointments. Ask how we get families in and out under an hour.Boom, ate and insurance neighborhood example. Confused about your insurance. We simplify it and yes, we take yours. Boom. This one right here, members have used, I got this one from members. Fantastic. I'm gonna say it again, confused about your insurance question mark. We simplify it and yes, we take yours and the exclamation point that one does fantastic.And you can have like a sandwich board in front of your booth and have that on there, right? These examples, these sayings. Now pro tip, print your core message in large text or on your banner, right? And have every team member memorize and repeat it naturally. So have these banners with these messages on there as well.But like, what I like to do is to have a sandwich board, right? Just in case it changes up. I don't have to get a new banner for every little thing. Now that was a right. A, is solve a local pain point with words that actually work. B. Grab attention within three seconds. Why? Well, The average event goer decides in under three seconds whether or not to approach your booth.So you must stack the deck in your favor with visuals. Motion, sound and simplicity. Use a high visibility game, right? Why? ' cause movement plus potential reward equals attention. Examples are spin the wheel, right? Each wedge is a prize. Maybe free whitening, something specific In one of our live ground marketing workshops that we had this past month in March, 2025. We dove deep on incentives. So if you're a member of the ground marketing course, definitely go check that out. But that is gonna be an episode for later on. In the ground marketing series.Now you can discuss the incentives with your team. See what you want to give best Plinko board, right? It's nostalgic, it's fun and easy to brand with dental punts. you can do a mini basketball hoop or ring toss. These are especially effective for family events and kid heavy areas. Now the signage above the game should read the incentive.The incentive only, Not all these instructions, not the name of your practice and everything you do. No, just win free whitening, spin and win. Everyone gets something. Play for a free gift, right? That's it. That's all it should say. Important point here is to display what prizes are available.are drawn to visible rewards. Keep them attractive, but within budget. Whitening, goody bags, water bottles, gift cards, whatever you decide as an incentive, have that out on display. Have standing team members outside of the booth avoid the mistake of sitting behind the table. Always. Instead, place the magnet.A few steps in front of your booth. Now I know what you're thinking. What is the magnet? We're gonna discuss that a little bit further down. On the roles of who they are. But the magnet is someone, it's a person you wanna put them out and about, right? Train them to use eye contact, hand gestures toward the game prizes, and an enthusiastic opener.Something like this. Hey there. Hey, grab whatever you want. It's all free. The one that works the best, the one that I always use hands down, never fails is, Hey, grab whatever you want. It's all free, and that's it. I just stay quiet after that, and then they come and then boom.The further out a person stands without blocking walkways, the more psychological welcome they create. That's a pro tip. You can use t-shirts with a hook as well. These are walking, talking billboards. Don't just put your logo, use a question or statement that invites curiosity. Here are examples that you can use to put on your t-shirts.Ask me how we make kids love the dentist. Ask me about free whitening Fridays. I can get you out of pain fast. Your smile deserves this. Those are examples, right? Or like I said, you can do the Medicaid example one. And yes, we do take yours, right kind of a thing with insurance. So assign different shirt slogans to different roles.There's gonna be three specific roles, and we'll discuss that in a little laterin this episode. Now the three second layering formula to ensure people engage with your booth within three seconds. This is it. There's a visual element, and then I'm gonna discuss the purpose. So the visual element, bold banner, purpose.Communicates core offer or pain point. Visual element. Motion game purpose creates eye catching interaction. Visual element, a friendly greeter. Purpose builds trust, initiates engagement, visual element, branded t-shirts. Purpose reinforces message and makes team approachable. Visual element giveaways displayed purpose creates curiosity and visual incentive.Now, the common mistakes to avoid is too much text on signage. Keep it short. Five to seven words max per message. That's including the sandwich board. Passive team members who wait for people to approach. Oh my goodness. This is, I had a. Dime for every time I saw this, this is a humongous mistake.Passive team members who wait for people to approach do not be that person. Do not have anybody like that on the events. Okay? Third, boring swag. Ditch the basic stuff sometimes unless it's branded and bundle it with a compelling offer, right? But remember, whenever it's at a booth, you want it all.Decompartmentalize. You don't want everything in a baggie. Convenience is not the name of the game When you're at an event, the name of the game is for them to come and chat and sign up, That's what you want them to do. You don't want them to just grab a little baggie and go and say thank you and buy.You want them to be there and shop around, talk, and then finally over cluttered tables with no clear flow. So you don't want it to be over cluttered. You want to have a system in your table. In the ground marketing course, I show you exactly how to do that with just a regular hygiene kit.I don't do anything over the top or too flashy. Now, there's been many, many great examples of this, but I'm gonna give you an example of a member of ours. It was at a local PTA carnival. It was a pediatric dental office, and they use a spin to win, no cavity club prize wheel. T-shirts said, no meltdowns, no tears.Just smiles. And a team member who shouted, You wanna win something your kids will actually love? That's all they said. Hey, win something your kids are actually gonna love. Come on in. Come on in. They collected 112 contact information, so point of contacts, 112, booked 27 appointments immediately, and had a 74% show rate over the next two weeks.All from one. Afternoon. That's just one afternoon. That's amazing. So that's what you wanna do when it comes to be right. Grab attention within three seconds. Now here's the key C rolls and flow. This is the, that you're gonna have for the events. It's your triple threat event team. So instead of calling everyone helpers, give them roles with clear purpose.The first role is The magnet. Where are they gonna be? Right outside of the booth. Right next to the booth. They're just not really standing right behind the booth the whole time. They could once in a while, but they're outside of the booth and their role. Is just to say hi to everyone in the most bubbly way.Attract and invite foot traffic, right? Their script. Get ready for this. If you can write this down, it's, Hey, grab whatever you want. It's all free. And that's it. That is their script. the work that they're gonna have to do honestly is hold themselves back from saying too much. Because that can kill the curiosity of the event goer.All you wanna say is, Hey, and then wave your hand, right? Like If you can see, if you're watching this on YouTube, you can see me wave my hand. Hey, grab whatever you want. It's all free. And then point to everything that's free at the booth that's it. Have them draw closer to be like well, what's all for you?What is all you're not gonna answer? That they're gonna answer that themselves with their eyes and when they go to the booth. So that's it. That is the script. Hey, Grab whatever you want. Come on over here. It's all free. Don't, oh, and the toothbrush is free. And then the floss is, no, don't do any of that.Just say it's all free. And then have them come over. That's it. And you get the next person. The next person. Right Now the next role, the next person. Your team is the messenger. They are inside the booth. Okay. I like to say that instead of behind, but they're inside the booth. Their role is to have these conversations, answer questions.If somebody's in there, like opening their mouth and saying, why do I have sensitivity here? Can you see? And then they're engaging, their role is signing people up. Also, the magnet could be signing people up too. Just in case it gets too busy. That's why I say they're outside of the booth sometimes.But if they see that the booth is popping and it's packed, now the magnet has to go behind the booth and sign people up while the other person is talking to everyone else, right? They're engaging with the person. So the magnet kind of has two roles. They have to have their eyes on that booth.Now the messenger, their role is to educate, answer questions and point visitors to sign up. Hey, yeah. what we're doing this month is we're signing up everyone, blah, blah, blah, blah, blah, right? This month we decided to partner up with this business, and what everybody's doing is they're giving us their name and number, and I personally will give you a call.What's your name? And then you continue to sign them up. That's the messenger's role. They're behind the booth. Honestly, everybody in your team should probably never be sitting down, even, even in a lull, right? they're standing, they're engaging, they're doing things.So that's the messenger. Remember now you have the magnet. They're outside of the booth. The messenger is inside of the booth, and now you have the third team member. The connector, okay. Their role, they are walking around the event to the vendors, to the other vendors. Their role is to build relationship with the vendors, the organizers, the schools, the small business owners, every other booth there.And the people who are in charge of the event. Their role is to get their business information to sign people up on the spot. 'cause remember those people the, at the booth, the vendors at that booth, they're most likely not walking around. You have someone walking around, you have someone signing them up.You have someone collecting their business information, building rapport so that tomorrow you can go to their place of business and get the rest of the employees to sign up, maybe do a lunch and learn, maybe have some type of collaboration or program that you can do just for them. That's your role. Okay.The connector's role is to go out to the vendors and sign up the vendors. 'cause most likely they're not your patients, so they can come on it. And then you're collecting their business information so you can go to their place of business and execute more strategies, ground marketing strategies, and build great partnerships with those businesses.So there's three, right? The magnet just outside of the booth. The messenger, they're inside of the booth and the connector, they're walking around. Creating partnerships with the other vendors and the organizers. Got it. Awesome. So then step three is you're gonna offer a design from freebie to the front door.So your goal is not just to give things away, it's to trigger interest, build reciprocity, and create momentum that gets people to book, show up and become long-term patients. This step turns the booth from a passive branding tool into an active patient convergence system. So a, you want to create a compelling ethical incentive.Forget free cleanings, right? It's overdone, undervalued, and invite slow commitment window shoppers. Instead, craft layer tiered offers that feel exclusive and valuable requires something in return. And reinforce the long-term value of your practice. Now, I'm gonna give you an example. This is for adults.The offer could say, Hey free first Invisalign session and take home whitening kits, Or you can say Free smile consultation. Plus take home whitening kits. Then you can put on the bottom. It includes examine x-rays, custom smile assessment and a whitening kit must attend appointment rate and then continue why it works.Whining is seen as a cosmetic bonus, not a fix. It also positions your practice as cosmetic forward and modern, and it's easy to tie in with Invisalign or SMILE design conversations for kids. Your offer can say, join our no cavity club. The entry into your monthly, quarterly raffle prizes, could be like toys, ice cream, gift cards, electric toothbrushes, right?So that's part of the no cavity club. You always get prizes and then you also get free dental prize bags, right? Branded floss stickers and cool kids swag, all that other stuff. So your enter to win in a raffle all the time if you're part of the No cavity club, to win a huge prize. And then you're also, get, you know, like hygiene kits.But. Rebrand it, call it something different. That way it feels more exclusive and it works because parents love recognition programs for kids. It adds community and reward structure and it gets families emotionally invested, inre care and return visits. A pro tip for this is display a poster at your booth with last month's winner and a real kid photos with permission of course, that always works when you actually have proof, right? Hey, this is the last month's winner. Especially if it's a community event. People will, Hey, I know that kid goes to, he's my best friend, right? Or all these things, they'll feel more inclined or families. You can offer a smile makeover giveaway.One entry per household. One winner gets a full consult with digital smile design and bonus prizes for all entries, right? Small gift bags. Et cetera. Right? And it works because it's aspirational. People love the idea of a transformation. You collected dozens or hundreds of leads and create cross selling into whitening, ortho, and cosmetic options whenever you do a raffle.Real quick, I wanna mention something. Don't ever have just one winner. Everyone should win something, right? So always plan that you want people to come in. Not just give you a bunch of names and numbers and say, oh man, they all wanted to win, but they didn't make everybody a winner. Now with, visuals, the offer type and the suggested sign copy, this is how it should stay on your booth, right?So let's just say you're offering whitening. You should say, Hey, free whitening with your first visit. Ask us how. The no cavity club kids can win big. Join the No cavity Club today, right? Smile makeover. Want a new smile? Enter our makeover giveaway. Make these signs bold, easy to scan in under eight words, right?Don't make it too wordy. You can add scarcity and urgency. Even the best. Offer false flat without psychological triggers, scarcity and urgency. Create fomo, which drives people to act now instead of later. So you can have a whiteboard or a flip chart at the booth nine Invisalign spots remaining.13 whitening kits left today. You can even have a countdown timer on an iPad screen and say, next free whitening session giveaway is in five minutes. Right? People will, wait at your booth until they can be the first one to do it. If you do catch them waiting to be the first one to do it, make them feel like a VIP and say, Hey, you know what?You ain't even gotta wait. I got you in right now. Are you gonna be available Monday? I'll even put you on the schedule immediately. Boom. You'll make them feel special, important, and they're gonna show up no matter what. And you can also have a physical prize board, right? Cross out slots as people win or book, right?Oh, we only have 12, 10, 11, 13. And verbally, you can yell out, you know, we only have 10 whitening kids left, so grab one while they last. The smile makeover drawing closes in two hours and turn out to be included. We only block five Invisalign day specials each month. You want one right. And it works because it makes them feel exclusive. Not everyone gets this. You're one of the few. It's simple. It's super easy. It takes 30 seconds to sign up and scarcity, only a few left. Once they're gone, they're gone. And you got one. This trifecta bypasses analysis paralysis and motivates decision making on the spot, even from skeptical attendees.So that's gonna be fantastic to utilize. Now, here's the key. Mainly one thing post event follow up. This is where the ROI is made. This is one of the final steps, you wanna segment and nurture leads within 48 hours. So sort your context right from hot. Those are the ones that are booked or very interested to warm.They were curious or maybe they weren't committed and then cold. They just entered a raffle. Now tools you can use is,a lot of our members use Cares Stack or orx or their practice management software right, to see the appointment follow up. You can definitely use that. I know Cares Stack and Orxsponsor the podcast. So if you ever needed a couple months for free to utilize them, definitely go in the show notes below. It's not gonna be in the first link in the show notes below, but scroll a little bit down you can click on their deals that they have for you if you are interested in.Cloud practice management software, an all in one cloud practice management software that a lot of our members utilize that they can just put on their iPad and then they can schedule on the spot. So it's pretty fantastic. You can also use MailChimp or, an email system, like Active Campaign or anything like that.You want to use these tools to know, okay these, are booked appointments. Cool. Awesome. And then these were other people that just entered for a raffle and they're cold. Or maybe they're warm and you wanna retarget. So post event recap, right? Maybe you're saying We met 150 plus amazing families this weekend.If we missed you, our event special is still Available. Click below to book. You want to do that? Send it out to your actual cold leads and maybe even send it out to some of the patients you haven't seen in a while that you know, they're in their community because this will make them curious.See what it is, what are they doing? Oh man. What was the special that was happening at the event? Oh, cool. They're participating at the community. So now you're not just targeting, the people who were at the event. You're also targeting people who you haven't seen in a while. So definitely do that, and then you can use the same photos and text or emails so they recognize your team and so forth.Now, for hot leads, call within 48 to 72 hours. I mean, As quick as possible. Offer a warm, friendly touchpoint and a clear call to book if they haven't booked yet. So that means if they signed up, they put their name, number, and you said, I will personally give you a call to get you on the schedule this week.now's the time to call them. Be warm, friendly, and then get to the point. Just give them options. Don't say when are you available? No. Give them options one to two that they can schedule. Now, step five. Here's the big major part you wanna measure and optimize. This is gonna to be everything for you.This is the difference between a random act of marketing and a repeatable system that builds wealth. Community events are only profitable if you can measure exactly what you gain from them. Identify what's working and scale it and eliminate what's not, and save time, energy, and money. track these metrics.Every time without exception, you need to quantify both the top of funnel, that means leads and engagement, and the bottom of funnel appointments and production. Here's what to track. Okay? Leads collected. So total number of new contacts. Who gave you permission to follow up? That means emails, phones, or booked Both Total and source. So if they were booked at the event, track it. If they were warm, they gave you the info, track it. If they were only raffles, track it. Like I said, you can use Cares Stack or Orx their forms that you can use directly on iPads or if you want, you can sync Google Forms to your CRM, right?But tag the event source. So these leads are trackable in future campaigns as well. So that's number one. Leads collected, track it, two appointments booked. Number of appointments scheduled on the day and within the following seven days. So breakdown by onsite bookings, maybe let's just say it was 20 post event bookings via email or text message.And then you wanna track the show rates. Why this matters. This is your true conversion rate. Don't just measure interest. Measure action. Like I tell you before, your practice management software, they may let you segment by source and measure, show rate versus no shows and then revenue generated.Now this is within 60 days total treatment, accepted and paid from patients who came from the event. You don't want to wait six months to evaluate ROI look at hygiene visits, emergency treatment, accepted whitening, or ortho starts, and follow up family bookings. Set up event lead as a referral source in your practice management software, and then run a report after 60 days with that filter.Right now, cost per lead, the formula is total event costs, plus number of quality leads. So example is, let's just say the booth fee was $400. Materials is $300, the total 700, but leads collected was 105. Cost per leads are $6 and 67 cents.Why this matters? It helps you compare this event's efficiency against others. Other things as marketing such as ads, mailers, et cetera. Sometimes you don't have to, majority of the time, I wanna say at least like 80 something percent, you don't have to pay for a boothymaterials, you're gonna get them anyways to hygiene kit in the ground marketing course.I show you exactly how to do all of this just with hygiene kits. Your cost is super low. What I just said right now, the example the booth V $400 materials 300, that's a lot higher. That's a lot higher than I've, ever really done. But we're taking it there because I want you to see the potential.five is return on investment, right? So the formula for the ROI is revenue minus cost. Divided by cost. So the example is revenue generated is $4,000. The cost was $700, like the example we said. So 4,000 minus 700 divided by 700 equals 4.7. So 470% was the ROI. Now this matters because you'll know exactly which events to repeat, which to drop, and which to scale with confidence.Not every event is gonna be a banger. Some events are gonna be like, okay, you know what? We did get a good amount. It's good to, for us to continue that, you know, every quarter and some events are gonna say, oh my gosh, we have to do more. We have to invest more. And that, that we've gotten an incredible amount.Let's back them up. Let's see if we can create our own event with them. And then some events are absolutely fantastic, but they only host 'em once a year, right? Like employee benefits fairs or school events and things like that. But at least you know it's fantastic.The ROI is great and you're locked in for years and years to come. Tool options, right? You can collect these leads with an iPad, Google Forms or Cares Stack, right? Appointment tracking, like I said, you can use. Your practice management software, if you're looking for a new one, like I said, cares Stack and nor sponsors our podcast.So definitely check them out. You get an exclusive discount, and you can check 'em out for free too. Revenue by Source. You want to collect reports right on your practice management software, the metric ROI tracking. You wanna use custom Google Sheets or Airtable or just a way to collect the ROI and then dashboards.You wanna have insights so you can do that with. Your practice management software. I know if you have Cares Stack, I think it's smartview. And then orx is Orx Insights. But you can utilize whatever practice management software you want to utilize,something that will help fantastically with the leads collected appointments booked, the revenue generated.An easy way to track this you can use a software called CallRail. their new sponsor for the podcast. And they're fantastic at what they do. So for example, they have call tracking conversation intelligence. So they transcribe all your calls. And something I think is cool is they convert assist, so they convert leads with AI powered next steps.Coaching and follow up messages. So they'll literally highlight, okay, they were looking for this is a trend we see that all the leads want in the community. Or maybe my tone wasn't the best or what I said, I fumbled here a little bit too much. And that's what caused them to be disengaged in the conversation on the phone or whatever.Right? But primarily they track. lot of great things. So I would definitely use them when you can, not only to figure out how many leads are coming in, where they're coming in from, if they booked appointments, but at the same time see the conversation, see the trends and so forth. And then on top of that, you know, you can track everything else.So if you want, you can check them out for 14 days for free. So what I would do is on your next event that you have coming up, enroll for the 14 days for free. Then after that in your debriefing meeting, okay, let's look at the hot leads, look at all the data generated from Call rail and see where you guys are.if there's any cracks leaking, where you can glue them when it comes to answering the phones converting them, getting them in the practice and so forth. And how many leads came in. I mean, Call role makes it super easy. But definitely I'm gonna put a link in the show notes below if you wanna.Check them out. They help with everything like that, with ROI, tracking, appointment, tracking leads, collection, even improving your front office skills and phones, right? So, Yeah, I do that. Check out CallRail or if you want, you can use Google Sheets or whatever practice management software, system you have, and try to, you know, maneuver it that way.and the key is to debrief after every event. So within 24 to 48 hours of the event, gather your team for a 15 to 30 minute huddle.This is where all the magic happens. This locks in wins, identifies flops and builds your repeatable event engine. Ask these seven questions. What worked extremely well? Not what worked. What worked extremely well? Scripts, offers, games. What got the most attention? Did the magnet, the messenger, the connector shine?Who shined the most? what worked extremely well? Question number two is what flopped or fell flat? Was there a prize that wasn't exciting enough? Did anyone get confused about the offers? Three. Did people understand our messaging immediately or did we need to explain things over and over?Four? Was there any downtime? Track the busy times or slow times, right? For future booth placements, sometimes it's a popping event. Where you decided to set up is not popping. It's not that good. It's in a dead spot of the event. So that's something to keep in mind. Was there any downtime? Five. What questions came up repeatedly from attendees?This reveals content gaps you can fix with signage or handouts. Six. Did any tech or process slow us down? iPad glitches. QR codes didn't load. You know, you wanna fix that immediately. And then seven, how did each team member feel in their role? That's probably one of the most important because they're gonna be your main ones, right?For this whole thing to be successful. So they have to feel super comfortable. And then you wanna build a post event template and you can use a format. Now we do have this format in the ground marketing course. It's for all our members. So if you're remember and you're listening, definitely go check out that format.Download the post event template so you can use it, utilize it all the time. And go from there. If you're not part of the ground marketing course, definitely enroll. I'd love to see you in there. You can go in the show notes below. It's the first link in the show notes below, and you can check out everything that's inside of the course and we continue to add to it all the time.But you wanna continue to do this, track it. Do a post event huddle, repeatable growth engine. That's what this is gonna be. Once you do this three to four times, you'll have a playbook of top performing offers. You'll have a refined booth strategy and a trained team that knows how to execute without micromanagement, and most importantly, you'll have a predictable new patient system.Awesome. So if you have. Any questions or concerns, please feel free to reach out to me on this. But the best way to reach out to me, especially with ground marketing, is being a member of the Ground Marketing course. You can go in the show notes below, click on the first link in the show notes below to check out more, and roll into the course and see everything we have to offer you.And thank you so much for tuning in. I'm excited to see you in the course. And for the next episode. It's ground marketing at schools. What you need to know, we're gonna discuss how to approach schools and offer value to teachers and parents. Alright, thank you so much for tuning in.We'll talk to you in the next episode.

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the enhanced top five largest operational risk losses, including the top five largest losses of February 2025 and the top losses for insurance, the US and other global regions. In addition, the team cover highlights from the 2024 Year in Review report, which explores insights into all losses from 2024 and delves into trends seen across business lines and risk types, as well as a deep dive into the insurance firm, Progressive, who agreed to pay $120 million to settle separate class actions over underpaid claims for written-off vehicles.   You can find the top 5 largest operational risk losses of February 2025 discussed in this episode on our website at: https://orx.org/blog/top-5-orx-news-losses-february-2025   ORX News subscribers can read the full 2024 Year in Review report on the ORX News website at: https://news.orx.org/node/13008   ORX News subscribers can also find out more about the Deep Dive and stories covered in this episode on the ORX News website here: https://news.orx.org/node/13023 and https://news.orx.org/node/13013   To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org. 

In this episode, the ORX Research and Information Team explore the results from the recent ORX Operational Risk Horizon and Cyber Horizon surveys. These surveys were run with a group of global banks and insurers and look at the biggest risks facing financial services firms in the coming 1-3 years. Key themes discussed from the studies include: An increasingly connected risk landscape The dominance of digital, AI and geopolitical themes Cyber risk continuing to be the top risk The rise of third party and supply chain risk This episode features Steve Bishop, Research and Information Director, Simon Johnson, Head of Services, Emilie Odin, Senior Research Manager and Nikki Truss-West, Research Senior Manager. Download the full Operational Risk Horizon report (available to ORX members and ORX Lite subscribers): https://orx.org/resource/operational-risk-horizon-2025 Download a free summary report (available to anyone): https://orx.org/download/operational-horizon-risk-2025 Download the full Cyber Horizon report (available to ORX Cyber subscribers): https://orx.org/resource/cyber-horizon-2025 To find out more about ORX Membership, ORX Cyber and ORX Lite, visit our website: https://orx.org/

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of January 2025, as well as the latest editorial content including a Data Deep Dive report looking at people, workforce and culture-related operational risk loss events; an In Focus report exploring the rising toll of billion-dollar climate events, specifically the most recent wildfires in California and the current conflicting attitude towards climate risk in the US; and the recently published 2024 Public Loss Profile reports.   You can find the top 5 largest operational risk losses of January 2025 discussed in this episode on our website at: https://orx.org/blog/top-5-orx-news-losses-january-2025   ORX News subscribers can find out more about the stories covered in this episode on the ORX News website at: https://news.orx.org/node/12943 and https://news.orx.org/node/12231.   ORX News subscribers can also read the full Data Deep Dives discussed in this episode on the ORX News website here: https://news.orx.org/node/12901, https://news.orx.org/node/12654, https://news.orx.org/node/12358 and https://news.orx.org/node/12280.   The Public Loss Profile reports can also be accessed by ORX News subscribers via the ORX News website at: https://news.orx.org/node/12970, https://news.orx.org/node/12971, https://news.orx.org/node/12972 and https://news.orx.org/node/12973.   To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org.   

In this short episode of the ORX Operational Risk Podcast, Martin Monakhov and Mike Constantinou share highlights from their work with the ORX CCAR Community in 2024 – especially from the roundtable held in the US in November. Key themes from the roundtable include: Using structured scenarios in stress testing Enhancing stress testing processes Uncertainty around the Basel III endgame They then quickly run through what's on the plan for the CCAR Community this year. The ORX CCAR Community is open to ORX members who take part in the CCAR assessment. Find out more on our website: https://orx.org/community/ccar. If you're not a member but want to find out how you could get involved, then get in touch with us. To find out more about ORX Membership and access a range of operational risk resources, just search ‘ORX' or visit: orx.org. 

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of December 2024, as well as a summary of the top 5 largest losses of 2024. The team also cover the latest editorial content, including deep dives into Goldman Sachs being fined nearly 65 million dollars in connection with Apple Card customer service failures, TD Bank being ordered to pay nearly 28 million dollars for misreporting customer credit reports, and the latest findings by Swiss regulators into UBS' takeover of Credit Suisse. You can find the monthly top 5 largest operational risk losses discussed in this episode on our website at: https://orx.org/blog/top-5-orx-news-losses-q4-2024 You can also find the top 5 largest operational risk losses of 2024 on our website at: https://orx.org/blog/top-5-orx-news-losses-of-2024 ORX News subscribers can view the full Deep Dives discussed in this episode on the ORX News website here: https://news.orx.org/node/12866, https://news.orx.org/node/12771 and https://news.orx.org/node/12688. ORX News subscribers can also read more on related news articles, including a special in focus article on the collapse of Credit Suisse, via the ORX News website at: https://news.orx.org/node/12560, https://news.orx.org/node/12642 and https://news.orx.org/node/11636. To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org.    

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of October 2024, as well as a data deep dive focusing on three common areas in which third party risk events materialise: cyber, infrastructure, and supplier. The team also cover a deep dive looking into the largest loss of 2024 so far which cost TD Bank over three billion dollars, and two insurance reports providing a five-year overview and analysis of insurance data from the ORX News service. You can find the top 5 largest operational risk losses discussed in this episode on our website at: https://orx.org/blog/top-5-orx-news-losses-q4-2024 ORX News subscribers can view the full data deep dives via the ORX News website here: https://news.orx.org/node/12654, https://news.orx.org/node/12358 and https://news.orx.org/node/12280. ORX News subscribers can also read more on the TD Bank deep dive, the insurance conduct events and the insurance five-year overview on the ORX News website at: https://news.orx.org/node/12688, https://news.orx.org/node/12690 and https://news.orx.org/node/12710. To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org.    

In this episode, Simon Wills, Luke Carrivick, and Steve Bishop discuss our strategic vision for operational and non-financial risk. They explore how changes have impacted operational and non-financial risk profiles and priorities. And look at why this transformation requires a shift in the approach to risk management. Some of the topics explored are: Do we see a transformation in the business? Do we think that transformation in the business is impacting risk priorities and profiles? And as a consequence of that, do we think that operational and non-financial risk management needs to change? Episode resources The white paper discussed in this episode is free to download on our website: https://orx.org/download/our-vision-onfr-white-paper To find out more about ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: https://orx.org. Follow ORX LinkedIn: https://www.linkedin.com/company/orx-association/  Twitter: https://twitter.com/orx_association Youtube: https://www.youtube.com/channel/UC9vez2KbrO5UHnEHiyMRlnQ

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of September 2024, as well as the latest editorial content including recent developments in an anti-money laundering (AML) case which cost Danske Bank $3 billion dollars in fines. You can find the top 5 largest operational risk losses discussed in this episode on our website at: https://orx.org/blog/top-5-orx-news-losses-q3-2024 ORX News subscribers can read more about this event via the ORX News website here: https://news.orx.org/node/12611, https://news.orx.org/node/7633, https://news.orx.org/node/6741, https://news.orx.org/node/11391 and https://news.orx.org/node/12314 ORX News subscribers can also view the 2024 Mid-Year Review on the ORX News website at: https://news.orx.org/node/12439 and the ORX Risk Taxonomy Public Loss Profiles here: https://news.orx.org/node/12238 All ORX members and premium service subscribers can view the ORX News In Focus Webinar 2024 presentation slides and watch a recording of the webinar on our website here: https://orx.org/events/orx-news-in-focus-webinar-2024 To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org  

In this episode of the ORX Operational Risk Podcast, Simon Johnson and Rob Reay-Jones discuss the newly published ORX Scenarios State of the Industry White Paper. The White Paper highlights six industry priorities that can help make the scenario process can become more efficient and effective, helping financial organisations to release the full potential of scenarios as an active value-adding risk management tool. In addition to the key priorities, the team look at progress made to date, the importance of standardisation.   Related resources Anyone can download the White Paper here: https://orx.org/download/orx-scenarios-state-of-the-industry-2024. The full report and accompanying documents is now available to all ORX Scenarios subscribers here: https://orx.org/resource/scenarios-state-of-the-industry-2024. Scenario subscribers can also access the Scenario Process Benchmark and Research Study mentioned in this podcast.   To find out more about ORX Scenarios, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: https://orx.org.   Follow ORX LinkedIn: https://www.linkedin.com/company/orx-association/  Twitter: https://twitter.com/orx_association Youtube: https://www.youtube.com/channel/UC9vez2KbrO5UHnEHiyMRlnQ

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of August 2024, as well as the latest developments in the “WhatsApp probe” and a summary of their most recent deep dive on one of the most talked about events of year so far – CrowdStrike. You can find the top 5 operational risk losses discussed in this episode, along with all previous top 5s, on our website at: https://orx.org/blog/top-5-orx-news-losses-q3-2024 ORX News subscribers can read more about the WhatsApp probe and CrowdStrike incidents via the ORX News website here: https://news.orx.org/node/12559, https://news.orx.org/node/12304 and https://news.orx.org/node/12444 You can listen to a previous podcast episode about the Deep Dive on the investigations and penalties resulting from the WhatsApp probe here: https://orx.org/podcast/orx-news-top-5-losses-april-2024-whatsapp-probe You can also read our publicly available blog, "Operational resilience lessons from the CrowdStrike incident", on our website here: https://orx.org/blog/operational-resilience-lessons-crowdstrike-incident All ORX members and premium service subscribers can find out more and register to attend an ORX News In Focus Webinar 2024 session on our website here: https://orx.org/events/orx-news-in-focus-webinar-2024 To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org  

In this episode, Sarah Astill and Martin Monakhov explore the key headlines from our recent paper on risk quantification practices. They discuss how financial firms are approaching focus on four key risk areas – cyber risk, third-party risk, climate risk, and risks associated with AI. The episode looks at commonalities in how organisations are quantifying risks (for example, using a scenario-driven approach), the challenges faced and how firms are approaching event categorisation. The Risk Quantification Practices Paper 2024 is available to all ORX members to download on our website at: https://orx.org/resource/risk-quantification-practices-paper-2024 To find out more about ORX Membership, ORX premium services, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org   

Listen to this re-released episode of the ORX Operational Risk Podcast to hear the ORX News team discuss third-party risks in connection to three major cyber events – MOVEit, Accellion, and Solarwinds. The team are taking a break over the holiday season and will be back with new content in September covering some exciting topics. You can find the latest ORX News top 5 operational risk losses for July 2024 on our website at: https://orx.org/blog/top-5-orx-news-losses-q3-2024 ORX News subscribers can read more on the stories covered in this episode via the ORX News website here: https://news.orx.org/node/12038, https://news.orx.org/node/11614 and https://news.orx.org/node/11096 To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org   

Listen to this episode of the ORX Operational Risk Podcast to hear Matthew Glinister, Head of Risk Management, Emilie Odin, Research Manager, and Natasha Smith-Craig, Assistant Research Manager, discuss the outcomes of our most recent Top Risk Review survey, which provides insights of personal views on the most significant current material risks impacting the financial services industry. In the episode, they explore the key themes and top risks identified in the study, including information security and cyber, third party, technology, data management, and external fraud. The full ‘Top Risk Review H1 2024' report is available for free to all ORX members and is also available for non-members to purchase. You can find out more and access the report via our website here: https://orx.org/resource/top-risk-review-h1-2024 The ‘Annual Banking Operational Risk Loss Data 2024' report is also available for free to all ORX members and available for non-members to purchase. You can find out more and download the report on our website here: https://orx.org/resource/annual-banking-operational-risk-loss-data-report ORX members only can access the ‘Risk Quantification Practices Paper' on our website at: https://orx.org/resource/risk-quantification-practices-paper-2024 ORX members and ORX Cyber subscribers can download the ‘Risk management considerations for generative AI' report on our website at: https://orx.org/resource/risk-management-considerations-generative-ai ORX members can also access the regulatory trackers mentioned in the episode on our website here: https://orx.org/blog/data-science-and-ai-regulation-tracker and https://orx.org/blog/basel-iii-sma-implementation-tracker All previous Risk Landscape resources can be accessed on our website here: https://orx.org/resources?filter=.RiskLandscape To find out more about ORX Membership, ORX premium services, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org   

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of June 2024 and a re-release of a previous episode where they discussed global initiatives and pledges to address climate change, a significant greenwashing settlement, ESG and green investments in the financial sector. This is in light of a significant development in June this year, where the European Supervisory Authorities published their final reports on greenwashing in the financial sector. The report shows a significant increase in greenwashing events by European banks, and for the first time, the European Banking Authority is consulting on a new taxonomy and multiple flags including greenwashing. You can find the top 5 operational risk losses discussed in this episode, along with all previous top 5s, on our website at: https://orx.org/blog/top-5-orx-news-losses-q2-2024 ORX News subscribers can read more on the stories and information covered in this episode via the ORX News website at: https://news.orx.org/node/10882, https://news.orx.org/node/11235, https://news.orx.org/node/12007, https://news.orx.org/node/11859 and https://news.orx.org/node/12013. ORX News subscribers can also view climate news round-ups on the ORX News website here: https://news.orx.org/node/11680, https://news.orx.org/node/11813 and https://news.orx.org/node/12071. To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org

Listen to this episode of the ORX Operational Risk Podcast to hear Matthew Glinister, Head of Risk Management; Simon Wills, Senior Board Advisor; Steve Bishop, Research and Information Director; and Natasha Smith-Craig, Assistant Research Manager, discuss Risk and Control Self-Assessments (RCSAs) – a topic that ORX members often come to us looking for guidance and to better understand how their peers approach it. In view of the challenges firms face with RCSAs, the episode focuses on how they can make their RCSAs more effective and dynamic. The ORX team share some key methods that firms have either started to use, or are planning to use in the future, to improve their RCSAs by optimising the process, the technology that supports RCSAs, and the culture and people capabilities required for the exercise. ORX members can read our short report on “Three key areas to improve your RCSAs” published earlier this year on our website at: https://orx.org/resource/three-key-areas-to-improve-your-rcsas You can read our blog, “Enhancing RCSAs – A guide to three key areas”, related to the above resource on our website here: https://orx.org/blog/enhancing-rcsas-three-key-areas You can also read our blog on “Top discussion points from our recent regional forums” on our website here: https://orx.org/blog/top-discussion-points-from-our-recent-regional-forums Discover more from our Risk Management Community on our website at: https://orx.org/community/risk-management To find out more about ORX Membership, ORX premium services, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org   

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of May 2024, as well as focus on two significant events reportedly caused by human error. Specifically, a fat finger error which recently cost Citi $139 million dollars and another case which cost Barclays $1.5 billion dollars. You can find the top 5 operational risk losses discussed in this episode, along with all previous top 5s, on our website at: https://orx.org/blog/top-5-orx-news-losses-q2-2024 ORX News subscribers can read more about the stories covered in this episode, including news digests, a Deep Dive and an In Focus article, via the ORX News website here: https://news.orx.org/node/10891, https://news.orx.org/node/10789, https://news.orx.org/node/12267 and https://news.orx.org/node/12365 To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org  

Speakers Emily Deason and Mindy Peterson give an update on the I-69 ORX project.See omnystudio.com/listener for privacy information.

Following on from last month's episode on how cyber risk management is evolving and ahead of our upcoming European and North American Cyber Forums, we're re-releasing this episode looking at how firms can manage cyber risk scenarios. Listen to this episode of the ORX Operational Risk Podcast where the ORX Cyber and ORX Scenarios teams take a look at the highlights from our Managing Cyber Risk Scenarios study. They discuss what the study was about, why we decided to focus on cyber risk scenarios, and look at the key findings from the study.  You can find out more on ORX Cyber and Managing Cyber Risk Scenarios, as well as download a free guide on our website here: https://orx.org/resource/a-guide-to-managing-cyber-risk-scenarios ORX Cyber subscribers and ORX members can register to attend our upcoming ORX Cyber Forums taking place on 19 June 2024 in London and 19 September 2024 in New York via our website here: https://orx.org/events/european-cyber-forum-2024 and https://orx.org/events/north-american-cyber-forum-2024 You can also listen to last month's ORX Cyber episode on ‘Priorities for cyber risk management' here: https://orx.org/podcast/priorities-for-cyber-risk-management To find out more about ORX Cyber, ORX Scenarios, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: https://orx.org

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of April 2024, as well as bring you the latest from their recent Deep Dive on the investigations and penalties resulting from the WhatsApp probe – a probe that cost 39 financial firms nearly 3 billion dollars in fines. You can find the top 5 operational risk losses discussed in this episode, along with all previous top 5s, on our website at: https://orx.org/blog/top-5-orx-news-losses-q2-2024 ORX News subscribers can read the full Deep Dive on the WhatsApp probe via the ORX News website here: https://news.orx.org/node/12304 To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org  

Listen to this episode of the ORX Operational Risk Podcast to hear Steve Bishop, ORX Research and Information Director, Helen L'Abbate, ORX Head of Services, and Melanie Lavallin, ORX Senior Adviser, discuss some of the key outcomes from our latest white paper from the ORX Cyber service – Faster & safer: Priorities for cyber risk management. The study gathered views on how the discipline needs to evolve strategically, and the challenges it expects to face over the coming years. In the episode, they cover the common factors impacting the current risk environment and cyber risk management, as well as the eight common priorities identified from the interviews carried out as part of the study. The ORX Cyber white paper is available for everyone to download on our website here: https://orx.org/resource/faster-safer-priorities-cyber-risk-management  You can also find out more about ORX Cyber's Roadmap for 2024 on our website at: https://orx.org/blog/orx-cybers-roadmap-for-2024 ORX Cyber subscribers can register for our upcoming Cyber Forums taking place on 19 June 2024 in London and 19 September 2024 in New York via our website here: https://orx.org/events/european-cyber-forum-2024 and https://orx.org/events/north-american-cyber-forum-2024 To find out more about ORX Cyber, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org   

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of March 2024, as well as delve into the US Securities and Exchange Commission (SEC)'s first ever fine against two investment advisers over AI washing, and a landmark agreement between the US and the UK on testing the safety of AI. You can find the top 5 operational risk losses discussed in this episode, along with all previous top 5s, on our website at: https://orx.org/blog/top-5-orx-news-losses-q1-2024 ORX News subscribers can read more about AI washing and the stories covered in this episode on the ORX News website here: https://news.orx.org/node/12282 and https://news.orx.org/node/12262 ORX members can access the “Data Science and AI regulation tracker” on our website here: https://orx.org/blog/data-science-and-ai-regulation-tracker ORX Scenarios subscribers can download the “AI Scenario Development Handbook 2024” on our website here: https://orx.org/resource/ai-scenario-development-handbook-2024 To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of February 2024, as well as the key findings from the latest Year in Review report including trends in conduct, cyber, fraud, and other risks. You can find the top 5 operational risk losses discussed in this episode, along with all previous top 5s, on our website at: https://orx.org/blog/top-5-orx-news-losses-q1-2024 You can also listen to our podcast on the ORX News top 5 largest losses of 2023 here: https://orx.org/podcast/orx-news-top-5-op-risk-losses-dec-2023-top-5-of-2023 ORX News subscribers can read the full “Year in Review 2023” report on the ORX News website at: https://news.orx.org/node/12214 ORX News subscribers can also read more about the “Public Loss Profiles 2023” reports on the ORX News website here: https://news.orx.org/node/12235, https://news.orx.org/node/12236, https://news.orx.org/node/12237 and https://news.orx.org/node/12238 To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org

Listen to this episode of the ORX Operational Risk Podcast to hear Matthew Glinister, ORX Head of Risk Management, and Natasha Smith-Craig, ORX Assistant Research Manager, discuss some of the key findings and outcomes from the recently published Operational Risk Horizon 2024 report. In the episode, they cover the top five emerging risk categories from the study and an overview of what can be learnt from the headline findings in the report. The full Operational Risk Horizon 2024 report and the emerging risk landscape interactive visualisation are available for free to all ORX members, as well as the report for non-members to purchase via our website here: https://orx.org/resource/operational-risk-horizon-2024 The “MOVEit transfer data breaches Deep Dive” is publicly available to download for free on our website here: https://orx.org/resource/moveit-transfer-data-breaches ORX News subscribers can read more on The Post Office Scandal via the ORX News website at: https://news.orx.org/node/12217 You can also listen to our recent podcast on “ORX News top 5 largest losses in January 2024 and a focus on third-party risk including the Post Office and Horizon scandal and MOVEit hack” here: https://orx.org/podcast/orx-news-top-5-op-risk-losses-jan-2024-3rd-party-risk To find out more about ORX Membership, ORX premium services, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org 

Listen to this episode of the ORX Operational Risk Podcast to hear Matthew Glinister, ORX Head of Risk Management, and Natasha Smith-Craig, ORX Assistant Research Manager, summarise the outcomes of recent sessions with the ORX Risk Management Working Group, which explored the operational risk management control framework. They cover how ORX members are describing and documenting their controls, how they categorise their controls and what attributes these controls have, how they record and capture their controls, and how they review and test them. You can read our “Risk management 2023 recap and 2024 programme launch” blog on our website here: https://orx.org/blog/risk-management-2023-recap-2024-launch ORX members can find out more and sign up to the ORX Risk Management Community and Working Group on our website here: https://orx.org/community/risk-management ORX members can read our “Observations on controls in operational risk” short report on our website here: https://orx.org/resource/observations-on-controls-in-operational-risk-2023 ORX members can also read our “Three key areas to improve your RCSAs” short report on our website here: https://orx.org/resource/three-key-areas-to-improve-your-rcsas Discover our full list of Reference Taxonomies and Libraries on our website here: https://orx.org/resources?filter=.StandardsTaxonomiesLibraries To find out more about ORX Membership, ORX premium services, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org 

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of January 2024, as well as the perennial issue of third-party risk, including the cost of keeping and moving on from a flawed IT system, supplier shortcomings, and digital supply chain risk. These themes are covered in the episode by the Post Office and Horizon scandal and the MOVEit hack. You can find the top 5 operational risk losses discussed in this episode, along with all previous top 5s, on our website at: https://orx.org/blog/top-5-orx-news-losses-q1-2024 You can also download the “MOVEit transfer data breaches Deep Dive” on our website here: https://orx.org/resource/moveit-transfer-data-breaches ORX News subscribers can read more on the stories covered in this episode via the ORX News website at: https://news.orx.org/node/12217 and https://news.orx.org/node/12038 To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org  

Listen to this episode of the ORX Operational Risk Podcast to hear Sarah Astill, ORX Head of Risk Measurement, and Martin Monakhov, ORX Research Manager, discuss some of the key findings and outcomes from the 2023 CCAR Methodology Study. In the episode, they cover broader information about the ORX CCAR Community and the benefits it provides, how the 2023 CCAR Methodology Study report was put together, the key observations from the study, and some plans looking ahead to 2024. The full CCAR Methodology Study 2023 report is available to all ORX members via our website here: https://orx.org/resource/ccar-methodology-study-2023 ORX members can also access the full Stress testing landscape 2023 report via our website at: https://orx.org/resource/overview-of-stress-testing-landscape-operational-risk Check out our related podcast on ‘Key learnings about the global stress testing landscape' here: https://orx.org/podcast/key-learnings-about-the-global-stress-testing-landscape To find out more about ORX Membership, ORX premium services, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org   

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of December 2023, as well as the top 5 largest losses of 2023. They also highlight the L1 and L2 categories of the ORX Reference Taxonomy that the ORX News team used to tag those events. You can find the top 5 operational risk losses discussed in this episode, along with all previous top 5s, on our website at: https://orx.org/blog/top-5-orx-news-losses-q4-2023 ORX members can read the full ‘Observations on controls in operational risk' short report on our website at: https://orx.org/resource/observations-on-controls-in-operational-risk-2023 ORX members can also access the full ‘Event Type Operational Risk Reference Taxonomy' on our website at: https://orx.org/resource/event-type-operational-risk-reference-taxonomy ORX News subscribers can read more on the stories covered in this episode via the ORX News website at: https://news.orx.org/node/12074, https://news.orx.org/node/11750, https://news.orx.org/node/11602, and https://news.orx.org/node/11586 as well as the 2023 Mid-Year Review here: https://news.orx.org/node/11849. To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org  

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of November 2023 and some highlights coming up in 2024. This is our final podcast of 2023, so thank you very much to all of our listeners this year and we wish you a wonderful festive season and a very happy new year.   You can find the top 5 operational risk losses discussed in this episode, along with all previous top 5s, on our website at: https://orx.org/blog/top-5-orx-news-losses-q4-2023  To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org  

Listen to this episode of the ORX Operational Risk Podcast to hear Steve Bishop and Matt Glinister from ORX discuss the outcomes of our most recent Top Risk Review survey, which provides insights into the key current top operational risks facing the financial services industry. In the episode, they explore the key themes and top risks identified in the study, including information security and cyber, third party, technology, and data management.   The full Top Risk Review November 2023 report is available for free to all ORX members and is also available for non-members to purchase. You can find out more and access the report via our website here: https://orx.org/resource/top-risk-review-november-2023    To find out more about ORX Membership, ORX premium services, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org 

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of October 2023 and discuss third-party risks in connection to three major cyber events – MOVEit, Accellion, and Solarwinds. You can find the top 5 operational risk losses discussed in this episode, along with all previous top 5s, on our website at: https://orx.org/blog/top-5-orx-news-losses-q4-2023 ORX News subscribers can read more on the stories covered in this episode via the ORX News website at: https://news.orx.org/node/12038, https://news.orx.org/node/11614 and https://news.orx.org/node/11096 To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org  

In this episode of the ORX Operational Risk Podcast, the ORX Scenarios team discuss the key trends we've seen from this year's ORX Scenario Library. The Scenario Library is a comprehensive database of operational risk scenarios submitted by our subscribers each year. It currently contains over 1000 quality assured scenarios across different business lines, sizes and regions shared by over 60 firms. The team cover key trends from this year's library submissions, including the rise of Information Security risk, which is now the most represented risk type in the Library ahead of conduct. They then look at the top risks and their profiles and do a more in-depth dive into climate risk scenarios. The full report is now available to all ORX Scenarios subscribers and ORX members here: https://orx.org/resource/insights-into-material-risks-2023. And a free summary will be freely available to download shortly. To find out more about ORX Scenarios, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: https://orx.org/  

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of September 2023 and return to discussing the pressing issue of climate. Specifically, they cover the latest global initiatives and pledges to address climate change, an update on DWS' recent greenwashing settlement, a growing trend of lawsuits against firms indirectly linked to the climate crisis including an update on the Brazilian mining company Vale, ESG and green investments in the financial sector.      You can find the top 5 operational risk losses discussed in this episode, along with all previous top 5s, on our website at: https://orx.org/blog/top-5-orx-news-losses-q3-2023     ORX News subscribers can read more on the stories and information covered in this episode via the ORX News website at: https://news.orx.org/node/10882, https://news.orx.org/node/11235, https://news.orx.org/node/12007, https://news.orx.org/node/11859 and https://news.orx.org/node/12013.      To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org  

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of August 2023 and discuss issues stemming from the ORX European Cyber Forum hosted by BNP Paribas in July 2023 and the ORX North American Cyber Forum hosted by TIAA in September 2023 – both facilitated by the ORX Cyber Service. The ORX News team cover the top 3 key cybersecurity concerns amongst the operational risk professionals who attended the two ORX Cyber Forums, as well as their top 3 cyber risk management priorities for the next 12 months. They also discuss the largest hack of 2023 so far involving third-party supplier and file transfer software, MOVEit.    You can find the top 5 operational risk losses discussed in this episode, along with all previous top 5s, on our website at: https://orx.org/blog/top-5-orx-news-losses-q3-2023    You can also read our full blog on the top 3 cybersecurity concerns and top 3 cyber risk management priorities on our website here: https://orx.org/blog/3-cybersecurity-concerns-3-cyber-risk-management-priorities    Our 2022 Cyber Risk Quantification Study is available for all ORX Cyber subscribers to access here: https://orx.org/resource/cyber-risk-quantification-study-2022   ORX News subscribers can read more on the stories covered in this episode via the ORX News website at: https://news.orx.org/node/11643 and https://news.orx.org/node/11758, as well as the Deep Dive on ChatGPT here: https://news.orx.org/node/11803   Finally, you can also listen to our previous podcast episode on DORA here: https://orx.org/podcast/top-5-losses-findings-from-crypto-report-dora   To find out more about ORX Cyber, ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org 

Listen to this episode of the ORX Operational Risk Podcast to hear Steve Bishop and Mike Constantinou from ORX and Tom Ivell from Oliver Wyman discuss the recently published ORX Reference Risk Indicator Library. The library was developed together with Oliver Wyman and is the latest in our line of structured reference libraries for risk management. It is based on an extensive data set collected from more than 50 banking and insurance ORX members.    The podcast also explores risk indicators more broadly – looking at why they are important, the challenges operational risk teams face with them, and what to consider when implementing them.    The ORX Reference Risk Indicator Library is available for free to all ORX members and also available for non-members to purchase. You can find out more and access the library via our website here: https://orx.org/resource/reference-risk-indicator-library   To find out more about ORX Membership, ORX premium services, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of June 2023 and conclude the two-part series covering the challenges surrounding data quality, systems, and the use of data for risk oversight, as well as touch on the importance of sufficient levels of adequately trained staff – all stemming from the launch of ORX's Risk Management Working Group. You can find the top 5 operational risk losses discussed in this episode, along with all previous top 5s, on our website at: https://orx.org/blog/top-5-orx-news-losses-q2-2023 You can also find out more about our Risk Management Community and Working Group on our website here: https://orx.org/community/risk-management ORX News subscribers can read more on the stories covered in this episode via the ORX News website at: https://news.orx.org/node/7095, https://news.orx.org/node/7201, https://news.orx.org/node/11483, https://news.orx.org/node/11743 and https://news.orx.org/node/10630. Please note that there is another episode of the ORX Operational Risk Podcast to be released this month, which covers the launch of the ORX Risk Indicator Library – so make sure to give that a listen too! To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org  

It's funny to think about Advance of Zeta, and the Titans Test Team, as an extension of the Titans. It fits surprisingly well- 0083 already shows that the factions within the Federation that would become the Titans are throwing money around like crazy on mobile suit designs that are irrelevant by the time of Zeta. The GM Cannon II, the GM Custom, the whole Gundam Development Project... and of course the GM Quel, which would end up being the Rosetta Stone of the wild world of AoZ designs. But we've already talked about most of them. Let's talk about the Hrairoo. If you want to find us on Twitter, Dylan is @lowpolyrobot and Six is @sixdettmar. Our opening theme is the Hangar Theme from Gundam Breaker 3, and our ending theme for this episode is Hoshizora no Believe by Mami Ayukawa from Mobile Suit Zeta Gundam. Our podcast art is a fantastic piece of work from Twitter artist @fenfelt. Want to see a list of every unit we've covered from every episode, including variants and tangents? It's right here. Units discussed: ORX-005 Gaplant TR-5 ORX-005 Gaplant TR-5 [Hrairoo] ORX-005 Gaplant TR-5 [Hrairoo] (Hrududu II Support Unit) ORX-005 Gaplant TR-5 [Hrairoo] (Hrududu II Support Unit) (Psyco Gundam Arm Unit) ORX-005 Gaplant TR-5 [Hrairoo] (Hrududu II Support Unit) (Winch Unit) Hobby Hizack Ver. Re-AoZ ORX-005 Gaplant TR-5 [Hrairoo] Gigantic Arm Unit ORX-005 Gaplant TR-5 [Hrairoo] (Advanced Kehaar II Head) ORX-005 Gaplant TR-5 [Advanced Hrairoo] ORX-005 Gaplant TR-5 [Advanced Hrairoo] Full Armor ORX-005 Gaplant TR-5 [Fiver]

Transformable mobile suits. Remember when we all thought those were the way of the future? It's probably too harsh to call them a "fad," but they're like... I don't know, like kale. For a minute everyone's convinced we should be doing all kale all the time, and now it's just a food you sometimes have. Sure, I'll take a Gaplant. Why not. But Mobile Armor forms are more of a novelty, I think. All due respect. If you want to find us on Twitter, Dylan is @lowpolyrobot and Six is @sixdettmar. Our opening theme is the Hangar Theme from Gundam Breaker 3, and our ending theme for this episode is Hoshizora no Believe by Mami Ayukawa from Mobile Suit Zeta Gundam. Our podcast art is a fantastic piece of work from Twitter artist @fenfelt. Want to see a list of every unit we've covered from every episode, including variants and tangents? It's right here. Units discussed: ORX-005 Gaplant Gaplant Ingrid ORX-005 Gaplant (Caraba Custom) Domingo ORX-003 Domingo RX-78E Gundam GT-FOUR RX-78E Gundam GT-FOUR Test Type MAK-005S Gaplant Kai ORX-005CS Gaplant Custom Erisia Special ORX-005EX Sturm Jaeger

Listen to this re-released episode of the ORX Operational Risk Podcast to hear the ORX News team discuss the learnings from their Crypto: an op risk overview and timeline report, and cover highlights of a session hosted by the ORX Cyber team on the Digital Operational Resilience Act (DORA) – illustrating some of the main discussion points and linking them to relevant news stories. ORX News subscribers can read more on the stories covered in this episode via the ORX News website at: https://news.orx.org/node/11706, https://news.orx.org/node/11615, https://news.orx.org/node/11305 and https://news.orx.org/node/7095 ORX members can also view a summary of the ORX and Oliver Wyman panel discussion on the Digital Operational Resilience Act (DORA) here: https://orx.org/blog/orx-oliver-wyman-panel-discussion-on-dora Please note that ORX podcasts are taking a break for the summer and will be back again in September. We wish you all a wonderful summer and hope that you can join us again next time! To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: https://orx.org/

Today we're going to introduce a game changer in the dental practice management software world...‍‍This is an innovative, all-in-one, cloud-based practice management software, and it offers an array of powerful features that are custom built for dentists by dentists ready to revolutionize the way you work. ‍If you are a start-up and decide to sign up with Oryx, they will NOT charge you a single dime, until you reached 200 active patients!⁠⁠They are partnering up with all startup practice owners and making sure you succeed, fast!⁠⁠ Click this link to schedule a FREE personalized demo and to see more on their exclusive deal!⁠‍‍Guest: Sundar JagadeesanPractice Name: DentiqCheck out Sundar's Media:Website: https://www.dentiq.nz/Email: sj@dentiq.nz‍Other Mentions and Links:‍Kois CenterVenmoPayPalZelleThe Thriving Dentist Show with Gary TackacsEkwa MarketingGoogle AdsBingScheduling InstituteDr. John KoisThe Psychology of Money - Morgan Housel‍‍For more helpful tips, strategies, ideas, and marketing advice:Instagram: https://www.instagram.com/thedentalmarketer/‍The Newsletter: https://thedentalmarketer.lpages.co/newsletter/Facebook Group: https://www.facebook.com/groups/2031814726927041‍‍My Key Takeaways:Do you best to stick with your practice philosophy and communicate that to your team! The details become easier when values are understood.If you're a comprehensive service, the extra time taken in patient onboarding is worth it!Don't overload patients with all the ins and outs of procedure details. Keep their health as top priority, but simplify your treatment planning so it's understandable.Cashflow is the underlying issue from most problems in business. Once this is in order, you free up bandwidth to serve more patients!Using a non-scripted approach to patient calls and asking lots of questions can be a great way to add a personal touch and show interest.Sometimes it's better to lock down just the big picture strategy and then brainstorm the implementation with your team.‍Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]‍p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.‍Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: Alright, it's time to talk with our featured guest, Dr. Sundar Jaen. Sundar, how's it Sundar: going? I'm good. It's quite cold down in New Zealand here. I know, I think, Michael: I believe we have quite a bit of listeners in New Zealand, but I, we've never had an actual practice owner from New Zealand, but, We're excited to dive into your practice.Sundar: I've been actually following your podcast for a while now, and I've been listening to you for a while, so it's quite awesome for me to be on the show. I Michael: appreciate that, man. Thank you so much. Yeah I'll Venmo, PayPal, you ze use after this. We'll be like, thank you for the shout out, Zender. I appreciate you, ed.Thank you for the support, but could you briefly introduce your dental practice and the demographic you primarily serve? Sundar: So basically we are a general dental practice fully catering to family dentistry from fillings hygiene work to rehab. Full mouth rehab, fully restorative implants. We place our own implants and I do a bit of microscopic endodontics as well.So it's a fairly good mix of general dentistry and a wee bit of advanced restorative dentistry, as I would like to call it. The demographics here in Napier is basically, a middle to upper middle class group. And we are the fruit bowl of New Zealand. Like, it's quite a horticulturally, quite a big space in New Zealand and we export a lot of citrus fruits, stone fruits and the economies mainly agriculture based.Yeah. Michael: Okay, wait, real quick. What's the currency over there? Sundar: New Zealand dollars. Oh okay. Yeah. Interesting. Around and dollar and a half compared to the US dollars. Okay. Okay. So buys one and a half New Zealand dollars. Yeah. Michael: Gotcha. And that's the main thing over there at the agriculture, like the citrus fruits.You guys export that, Sundar: In this region, yes. But in general, New Zealand has the main industry here is dairy farming. And so we are quite an agrarian society. Gotcha. Yeah. Yeah. Michael: Interesting. Good, good lesson for us. Awesome. So then that's the primarily the demographic you serve. In which category would you place your practice?Would it be, DS o, private practice? Solo doc? Do you have multiple doctors or general. Sundar: So we are fully small boutique practice. I started the practice in 2018 by myself and then in 2021 I had my first full-time associate joined me. And then she worked with us for 2020 and the whole of 2022.She's back in California at the moment. And we've just started another dent associate dentist who started with us early this year. And we had a bit of a three month changeover. So there's two of us with one hygienist. It's a fairly small practice. Michael: Okay, nice. So then how did you know you were ready to bring on the associate full-time?Sundar: So when I set out the set out at the practice, my goal was to get a hygienist at eight months. So, but at six months we did bring her in at a kind of couple of months early. And I told myself like, the day when my new patient booking goes past three weeks point, I'll get an associated.So that, that's what it took me that length of time. We didn't plan it to be in two years or three years. whenever organically the practice grew we were going to do it. But 2020 after Covid hit, we went into this big lockdown and when we came back there was a huge influx of.Patients coming in after the lockdown and I couldn't handle it. And that's when we said we'll get an associate three week point was my cutoff. Michael: That was it. You're like, at three weeks we gotta, and immediately she jumped on us full-time. Or was it part-time and then Sundar: full-time? No, straightaway. Full-time. Ah, straightaway.Full-time. Yeah. I didn't wanna start an associate part-time for a reason because. My practice philosophy is very comprehensive dentistry boutique. You are, you are, You are looking at a patient. You are trying to understand it's more personalized. It's not like a DSO where you are just going through the numbers, kind of.focusing on a very limited number of new patients a month. So I wanted a person to come in full-time who would absorb into my philosophy first. And then go in, like, if I had a part-time, then the dentist has to work in a different practice with a different philosophy and half the philosophy in my place so that there will be a clash in their mindset.So that was my reasoning behind us asking someone come in, you come in full-time. Yeah. And you've been with me. Michael: Yeah. Gotcha. Okay. Was it easy finding an associate. Sundar: It is actually fairly difficult to get experienced associates in New Zealand at the moment. So I'm actually interviewing another dentist from Colorado and he's quite keen.Looks like our philosophies are kind of coming together. And then hopefully in 2024, we'll try and be a three dentist practice. Oh, wow. Michael: I thought you were interviewing associates in New Zealand, but sounds like you're interviewing associates everywhere, right? Sundar: Every anywhere in the world, to be honest. Mm-hmm. in New Zealand at the moment there's a shortage of experience, dentists.So my practice is at a stage where unfortunately I'm not able to mentor a young graduate, come in and. And kind of take them through the learning curve. We've reached a space where we have to kind of hit the ground running And also in New Zealand, because of after covid, especially the, there are a lot of people who expatriates who came back into New Zealand. When the lockdowns happened the rest of the world and they've all gone back out, back to Australia, us, uk, and all these countries. So, so there's a real shortage of experience to clinicians.There are, there's a good pool of new graduates coming through. Obviously new graduates they leave. Two or three years to warm their feet up and kind of get into the rhythm of doing dentistry at an advanced level. So that's where we are a bit stuck. And I think the government migration policy is a bit they're opening it up as well post covid.And so, so at the moment it's a bit easier to get a dentist from overseas, experienced dentist, I mean, Michael: Okay. Makes sense. Makes sense. So you're growing pretty quick. So what has been your experience with, different marketing companies and which strategies have proved to be most Sundar: effective? So originally when we started we were focusing on Ground marketing quite a lot, like newspaper ads, radio ads, print ads.Like, like put inserts into the local newspaper. Deliveries. We did get a good uh, group of, patients from that, but not enough to sustain a full startup full-time practice. It was like kind of half and half. And that's when I started researching and learning about s e o, and digital marketing.And the previous website I had wasn't good enough. one of my cousins he worked in the IT industry in the uk, so I asked him, can he review my website and tell me. From a non-dental point of view, from a patient point of view, do you think it's informative enough to do it?And he gave me a big list of corrections to be done on the website. And so it kind of built up into this whole situation. This was around just before the lockdown, just before Covid. We knew that Just ground marketing is not gonna work for us. so we decided, okay, we are gonna go into digital marketing if we are gonna expose ourselves in the region and also just across the region.Like New Zealand's quite a small country. We are in the north island of New Zealand, four hours drive south of us is Wellington the capital of New Zealand. so we said, okay we are going to concentrate on the region more. And then we went into digital marketing quite a lot, so, And at that stage I was listening a lot to Gary aka mm-hmm. the Thriving Dentist Show. And I came to know about Equa marketing. And then we signed up with them. And we are going on with them for three years now. Michael: Okay. So Echo marketing. Marketing. Yeah. Okay. And so the most effective thing, do you know currently what they are doing for you digital marketing wise?Sundar: Yes. So they manage our website the content in the website, and they manage all our social media handles. They pretty much manage the whole online presence. they keep working on the website quite a lot. Like they keep doing all my, content review.And pretty much every month there's new content being written and updated into the website. I do a bit of writing myself as well. And they proofread it and correct my blogs and they include that into the website and More of educational pieces for patients. So we do that a lot and they, they manage the whole lot of that.Google marketing what is it? Like Google Ads. So they do all that part and then they manage that as well. Michael: Okay. Okay. Interesting. So then how much budget do you typically allocate for your marketing activities? Sundar: for the first two years I decided I'm gonna allocate 5% of my, gross profit.So we did that. And then since we moved into ewa, it's a set fee. I think they charge around 1200 US dollars a month for the whole thing. And that has locked in my. Budget with them 12, $15,000 a year. And then we put another 5,000 US aside for, we still do a bit of print marketing and newspaper marketing and all those things.We just use a wee bit of that kind of a mix. Radio, primetime radio. Drive time, radio. Newspapers and all those things. We mix it up a VB bed. But I think mainly our patients are coming. Like I did review the reports on oryx last night and it was pretty much search engine for, since 8% of my patients are coming from search engine, from Michael: seo, from like their, the search engine, Google or Bing or something like that.Yeah. Gotcha. Okay. Interesting. And how many new patients are you currently getting Sundar: a month? So average we are averaging at 50 patients a month, 50 new patients a month. And for the first two years, obviously, because every patient is a new patient. Mm-hmm. we were, first year we had it good, to be honest.We were averaging close to 1 20, 1 50 a month. Uhhuh. There was a bit too much to start with, to be honest. I didn't have the time to concentrate on the personalized care I wanted to develop in this practice, but then it worked out like not all of them were looking for a comprehensive dentist at that stage.Yeah. Some of them were like, oh, it's a new practice. We'll check 'em out. Kind of people coming in as well. Yeah. And local social media influencers coming in to check me out as well. And there was bit of that happening as well. And it did, we did manage well in the first two years. But digital marketing is where we settled into the.Grew. Michael: Okay. So it was like about 120 at the beginning, but then you realized that was too much in the sense of the quality that you wanted to provide. 50 right now is a sweet spot. Sundar: 50 is the perfect spot for me. we are back at the stage where with 50, we are with two dentists.We are back at that three week mark. So need another one. We decided, we said we'll go for another associate. Yeah. So that's how we are progressing. Okay. Michael: Yeah. Okay. That's interesting. And then how equipped would you say is your team in converting calls into actual patients? Sundar: We did have fairly decent front desk group in the last four years, but I think we have finally nailed it with the two.Ruth and Detroit will come into our clinic now, in New Zealand. First time we have a, probably not the first time, but very rare occasion we have a male front desk person they have got onto the concept quite well and they understood the philosophy and they do a lot of I wouldn't say.A hundred percent. Like they're not filtering people, but they do a fair bit of pre-screening in the phone and then they bring patients on board. I think FrontDesk, as long as they understand the philosophy of the practice and they believe in the philosophy, they'll be able to convert a phone call to a person on the chair.And we spent a lot of time in the last 18 months to train them in the philosophy, and then that has rolled over into good conversion rates as well for us. Michael: What do you do if you can break it down for us to like, and remind us again real quick what the philosophy is, but at the same time, let us know like, in these 18 months, this is the system that we need to start believing in.Sundar: The philosophy of the practice is we are looking for patients who are seeking comprehensive care. say for example, they have a toothache, they come in, emergency patient, that's the limited examination. They're coming, they coming in for an loe, they get them out of pay. But then we explain to them about a comprehensive dentistry like we do a full coe full panel.Full set x-rays, full set photographs and get to treat the whole mouth. And any dental pathology we see in the mouth, we want to treat it and get them back to good health. So this is the one line of the philosophy and I told my friend desk that we are almost like dental evangelists in this part of the world.To me, the patients coming into my practice, we are pretty much our, their last chance for dental redemption. they have to hear what they have to hear. So we need the time and resources to spend time with them, explain what's happening in their mouth in more detail. What I find is people with they don't have the patience to listen to what all is happening in their mouth.They have a toothache or a problem, one single problem, and they want to just get that fixed and they wanna move on to the next part of their life. But challenge for us. Or for the front desk is to convert that single person from that mindset of pain, attendance or pain relief dentistry to a comprehensive patient like once we move them, or at least so the seed that you can be a bit more healthier.You don't have to lose a tooth every two years and you're still paying money for an extraction. At the end of the day, you don't have a tooth to show for the money you spent. And that's something I tell my patients all the time. And if unfortunately you lose this tool, We don't wanna lose another one.And that's the starting point. And then we took the time to kind of do clinical retreat days management retreat days, practice retreat days, with the whole team. And we would sit down and thrash out and we'll take randomly uh, a few concepts out of what is available out there. And then we sit and discuss, okay, this is what we want to do.How we are gonna do it. I'm kind of a big picture guy. I get, get the gist of what I want to do and then I roll the idea to my team and ask them how you want to do it. And when they decide, okay, this is how we are gonna do it, this is how we are going to speak to the patients, and all those things.And then it's their concept. It's, they believe in it and they know how to do it. It's because it's not trained or it's not out of shield for them. For me to come back and say, this is the word b hg gotta use, yes, we do discuss verbiage, but then it's not scripted, it's out of coming out of their core belief.That they want to see good, healthy smiles. And they kind of explain that. And we do these retreats often. And once we do these retreats, often they, over a period of time, they get to understand my thoughts and what I wanna achieve for the patient. And once they believe that, then the phone call conversion happens a bit better.that's what has worked for me. Michael: So there's no specific script that you guys follow? Like, oh, if the person says How much is it for, you know what I mean? Like a implant or do you take my insurance? There's no specific like, oh, we're gonna wanna Sundar: say this. No. My biggest thing for my team or front desk instruction is ask them more questions to understand them.Each call will be different. There's no scripted questions to us. And all they do is just try and question them more. Like, okay, if you are asking for how much it is, why do you ask them? Have you, do you have another call? Or do you have what kind of treatment are you looking for? Say for example, how much is an extraction?Then the next question would be, Is it a front tooth or a back tooth? Oh, it's a back tooth. Oh, how broken down it is? Oh, it's quite painful. I think, you know what may, so the conversation kind of drags on from there, but the main thing for the front desk is to express or impress on the patient's mind that unless a dentist sees the mouth, you're not gonna get an answer precisely.So that's where they're driving and then the conversion happens and they come and sit down, have a chat, and once they're in the chat, then it's up to the dentist to express my philosophy of teach them, educate about having this whole concept of comprehensive dentistry. but we don't have a totally set script.We don't have that. No. Michael: It sounds like you take a lot of time investing in the onboarding, right. Of your team members. You're not just like, guys, throughout this time we're gonna be learning quick systems. Follow what the office managers telling you that it's not like that. It's like we gotta onboard.And a lot of that time, more than 60% is like, It really internalizing the philosophy so you can care a whole lot. Yes, exactly. About the patient. Sundar: Yeah. Michael: I like that. I like that a lot. Yeah, because you almost feel, they say that's like a thing in, in selling, almost like they say when you sell, if they say no, you want to feel bad, that they're like, this thing that I have for you is gonna help you out so much.I feel bad that you're saying no. Exactly. Kind of thing. Okay. Interesting. I like that. I like that a lot. Your philosophy. Sundar: It does take time though. The downside to the concept of the way I do it, it does take time, for a person and I, yes. I have had staff members who come in and they themselves are a bit impatient to get rolling So the whole process gets, sometimes it's a bit, too slow for them and they pull out, but I said like, that's fine. Like you, you might as well go now. So that has happened as well. Michael: Yeah. No, but it's good. It's good that you are, you know, you're sticking to your guns kind of thing. Yes. And making sure not adapting to them.Interesting. Okay. So then, Right now, throughout this process, what have been some of the best companies you've worked with and some of the worst companies you've worked with that it just didn't work out for you? Sundar: one of the companies which did not work out for us was Scheduling Institute. So we did some time, like we spent almost like six, seven months with them. But they were really nice people. The concepts, I liked them. call it cultural difference between the two countries. I don't know, but I felt or my staff felt as well, they were a bit more aggressive or a bit more scripted.And that's where I got my concept of I don't want it to be scripted. I wanted to be organic. I want the patient to feel, be part of like walking into a friend's house, And that's the organic feeling I wanted in my practice. So we said no we will stop scheduling Stuart, we'll come out of that.So Shelling Institute something which did not work out for us, but two people who influenced a lot in my. Two people, two companies, so to speak, one is Dr. John Coce from the Coy Center in Seattle. He taught me the philosophy and the treatment concept and how to do higher value dentistry.at the same time, John also teaches you how to grow yourself as a person. And it kind of, The whole tribe is about being, doing better for yourself, doing better for your patients, doing better for your team, doing better for your family. it's this whole concept of working towards excellence.I learned that from John. And then the other person is Gary Tagus with the Thriving Dentist Show. what I learned from him was the whole concept of co-discovery being honest with the patient. If you don't know something, you don't know something, if you wanna wait and watch, you wait and watch. and if you are not desperate about making that sale, it happens. there's also like, like a subtle element of. Being detached to the sale. You want the health for the person, it's not a sale kind of target driven agenda there.I learned that from Gary ERs and it was an organic move from him to Equa as well. Michael: Yeah, that's true. I feel like if you don't have that monetary value all the time, you more have the, I need to help this person value. Sundar: Yeah. Yeah. Because there's a conflict of interest, right?Like you, we get paid. For the help we do to people. Whereas an NGO for that matter, they don't get paid for it. And then there is a concept of gratification. Like they, they're doing it for the sheer fan of doing it, the sheer satisfaction of doing it. And when we change the practice or the whole practice model, do that part, that's when it becomes easier for me to speak to the patient and say, You know what, you have all these problems, but it's great.Like it's, I'm getting excited. I could do this for you. I could change this for you. If you want to go. If you are ready when you are ready, I'm happy to do it. Yeah, and I did a presentation as last night and I was super excited. I was so buzzed out. The last two hours before the presentation I was just waiting to go into that case presentation and it worked out right?Like she enjoyed it and that's where it is. She wants to go ahead, but she still has to make the commitment financially and all those things. I understand that, especially with this whole new recession happening and the cost of living crisis and all those things. We understand people in where they are in their life and we give them the space they give back, into the practice.another company which has really worked with the comprehensive care, what we are trying to do is, oryx the dental software. Because I feel the software itself should support a clinician to make better decisions. And it should be intuitive and interactive to your workflow.A software should not be just a recording medium. Software should be part of your workflow, and that's what I like about Orx. from the time the patient, the phone call comes in, the interaction new, the welcome. Email, which goes out, the new patient forms, which goes out.Uh, Cause of my time with the Coy Center, this is fully embedded with the coy philosophy, the forms and everything. And that kind of speaks to the patient from the word go. That I've come to a place which is different. I've come to a place where they take care of me as a whole person, Not as a single tooth or a as a number. So Oryx gives me that platform to speak to the patient it's a soft, subtle message which goes to the patient that I am comprehensive, I'm looking to treat you comprehensively, and that's what our excuse is.And the moment the patient walks into the clinic, the way we take them into the room and settle in and we do the whole charting process. They could see the screen and we go through radio. Like the structured exam process. Dr. Coy teaches like radiographic exam TMJ tool structure, head and neck lesions morphological lesions, orthotic classifications, periodontal dfa, airway.I don't think any software, as far as I've seen, is so extensive and patient care centered, health centered, person centered I don't think any other software facilitates this kind of care. At least I've not seen it. Yeah. Michael: No. It's, that's fantastic. How did it take your team?Because you say there's a lot, right, that Orix offers and there's a lot of things and I feel like when it comes to softwares that have a lot, sometimes it either we tend to say like there's too many bells and whistles, or we tend to the team. It takes a lot for the team to get on board to know it, to understand it, you know what I mean?Did that happen with you or no? Sundar: It did not, to be honest, it did not because. I made a very conscious decision to hire people who were non-dental people. From the, so all my staff, a first time into dental industry, except for my first practice manager who started the clinic with me, she had 20 years of clinical experience, like as a practice administrator.But. Her time was done in the first two, three years, and then we made a conscious station to hire people who did not have any dental experience. So they came in with no baggages. They were not exposed to different softwares. They were not exposed to different philosophies. All they had exposure to was their own dental care themselves.Met a dentist, had a filling, had an extraction done, or whatever treatment they've done and that's about it. And another personal project we have as a family like me and my wife, is to encourage younger dental assistants who come to us. We encourage them to go on to a hygiene school or even dental school.So we motivate them to go on and do that. I see. So we kind of get people in from the homeschooling group. From high school dropouts and all those things. They come in, they get a bit of a grounding with us, and then they go back into schools. So we get people who are non-dental all the time.Michael: So it's easier to train them, especially with a oric real quick. Yeah. How much do you, if you don't mind me asking, how much does Orix cost? How much are you paying Sundar: for Orix? I'm paying. hundred and thirty $5 a month. Okay. Michael: Us. Us. Okay. And that's with everything at the very end. If you can tell me two things, what is it that your team, or three things, what is it that your team really loves about Oryx?The patients? What do they love about Oryx Sundar: and you, the team likes about Rx is. It's very easy for them to manage the scheduling. Mm-hmm. And the exam part. And then the treatment part, treatment planning part, I mean. So everything is segmented and everything is, is on a dropdown menu. So it's very easy to use.And that's what the team has told me that's the easiest part. from a patient point of view, all patient communication, is pretty much on a click of a button. Like, for example, one of the smallest things, but I love that feature is save the date, appointment. As soon as we book the patient in the room, we just click a button, it sends them out a text.I've asked this at my. Medical doctors, clinic. Can you send me a text so I don't forget it? I don't have to note it down. I don't have to write it down. They say, oh, we'll send one the day before, but to me, that's too late. So it's instant. And things like that, like small things like that, it's easy.And another thing patient from a patient point of view is, or ex, as soon as you get all your exam data very correctly and put it in then it gives you Dr. Coys diagnostic opinion automatically and it gives you the risk assessment, printout automatically. So that's a big thing for me.Making the patient understand, you know what this is what is happening in your mouth. And it's very easy for us to explain to the patient, especially in a comprehensive setting, you have to look at the whole thing. You have to look at the gums, you have to look at the teeth, you have to look at your, your aesthetics and all those things like it's organic, the whole thing.And patients like that. Patients like that because everyone wants to speak about themselves, right? Like everyone wants to, hear others speak about them. And when I give this report and they read it, and it's like, oh, that's me. Oh, is this what's happening? Oh, is this what's happening?Oh, that photo looks horrible. That x-ray looks horrible. They don't read x-rays, but. As soon as they see it on a piece of paper, physically on their hand, that makes a difference and Orx makes that possible from my point of view. For all these reasons, it makes my life easy. the biggest thing is when I first did the COI Center curriculum, my biggest challenge was how am I gonna implement this?I'm half the world away. I don't have the same kind of support system as a dentist in US has, like, they have local COIST members, easy support system. But I'm here. But then to me, ORX becomes my link back to the coy Center on an everyday level. It's a reminder for me, like, you go through this checklist, you not missing anything.Exam, you go through cavities watching existing illustrations. It's pretty much like what Dr. Coy speaks about. The checklist manifesto the book. Quite big on that in the first couple of sessions. He speaks about it like and how he trains us to, he says, you should not have cognitive overload.You should be thinking how you can make the patient better, but you shouldn't be thinking, have I noted this down? Have I noted this down? Have I, am I looking at this correctly? That's cognitive overload. I don't have that cognitive overload anymore. My energy is spent to interact with the patient, understand the patient, and present a comprehensive plan to the patient rather than, oh, have I noted how, what is the mobility?Have I noted? What is the periodontal pocket depth? Have I noted cavities? It's all there. It's a checklist. You just go through the list. Your exam is done. it's very systematic. You don't have to think it. Think about it. Dr. Coys one of the things he says about not to have to think about things is apparently when he goes to the SeaTac airport, he parks his car at the same place.when he comes back from the trip, he's like, I'm not thinking, where did I park my car? And all those things. He just goes to that spot straight away. He says, as dentists, we should preserve our brain and cognitive energy to serve the patient. Not to think about, oh, have done this, haven't done this.I've done. And that is, that small concept has changed my life as well. In personal life. Now I go from home to clinic. It's the same route, same speed, same things. Like it becomes a routine and it's actually quite liberating. To do that. Michael: Yeah. No, I like that. I like that a lot. So then it makes it a lot easier.Everything, right? Everything. Awesome. Okay, so then switching gears here a little bit, have you ever faced a situation where the promise results were not achieved with the expected timeframe within your marketing or marketing company or previous marketing companySundar: that has been there? Sometimes that has been there with equa as well. But I've come to a stage where I kind of let it happen. Sometimes I feel I take a more philosophical back step and say, I'd let this go. I'd wait and see how it pans out. It does put a cashflow pressure when things doesn't happen a bit faster.From a business point of view, it does put you on the spot sometimes, but, if we manage cashflow better as a business owner, like allocation. And that's another thing which has happened with us is since Covid. I looked at the profit for system. So the profit for system as such that from the cashflow point of view, has helped me a lot.Some months are big, some months are slow. But then there's no consistency. We kind of get frustrated about, oh, the marketing is not working, conversion's not happening. Front desk is not doing their job. Or the DA hasn't followed up with the treatment plan presentation, or the, these frustrations a reflection of your problem.On the behind is your cashflow. As soon as the money part is clear and slow and seamless. And as a clinician, as a business owner, my mind is clear to concentrate on the thing. So the frustrations on a day-to-day life from a marketing point of view or from a, staff performance point of view, I've got to a stage where, I'm not going to force and make it happen.sometimes we do. I, I'll admit, sometimes it does get to me sometimes, but mostly, once we manage the cash flow a bit better, then we have the systems in place. We trust the process and just go through that hurdle and then just move on to the next one. So that's how I've been doing it in the last three years.Yeah. Michael: Do you ever approach them and say like, guys, what's going on, or what's happening or, anything like that Sundar: that has happened? We do have a bit of a heated huddle sometimes in the morning. That has happened. Like, like we, it happened recently last week. We came off a long weekend, first day back.Couple of them were sick. And I was impressed. I wasn't happy. I did tell them, I did tell them the Tu Tuesday we were, and on the Wednesday morning when they were back, I did tell them, this is not on, you have to preserve yourself through the weekend so that you could turn up to work and be at your best.They did something in the weekend, which didn't go well and they were tired of a bit sick to come back. And I do voice my frustration. I think as a business owner, it's also. Important for me to express how I feel for my team to know that I'm human. I have pressures of running a business, cashflow, paying them, paying suppliers.There's a lot of financial pressures on running a business. And to me, it's about being honest and human, to your team. To the pressures of running a business and explaining it to them, like you guys have to sometimes start thinking like a business owner. If this doesn't work out, it's gonna put a big cashflow, press pressure on us, and on the clinical retreat days, another thing we discuss is the impact of today's sale in six months time.That's what's going to translate as a pay rise to you. If that doesn't happen, if you are not helping me to do that today, please don't expect a pay rise to me from me down the line. in the pot. I can serve it to you. If it's not in the pot, I can't serve it to you. I'm not gonna pluck money out of thin air and give it to you.Right. Like so. Yeah. Come on guys. We are a team. We have to settle down, get into the groove and do things so that we can serve people better, get paid better, and we share better. we do have those conversations now and then, in the clinical retreat days, we do explain it to them. Cause staff training days and things like that, we do discuss them team meetings.Michael: Okay. That's good. That's good that you're able to open up about that, you know what I mean? But express it that way. today, if we don't make it the sale, what you do today? Is it gonna affect six months from now? Yeah, everybody's pay. Yeah. That's real good. Awesome. So then one the last questions I wanna ask you.As a practice owner, what advice could you give our listeners who are new to this? Sundar: I would say if you are starting a practice out, be clear in your value system, out of your value system, you deliver the vision for your practice. And once you get a concept of what vision, what philosophy you want your practice to be, and make it unique.From what is offered around the area. Kind of backtrack it a bit, do a good area study, location study, be clear in your philosophy, and then stick to your guns and don't change the philosophy, at least within the first five years to see whether it's working or not. Do all your planning prior to that, before the day, first day you open the clinic, you go in and then you've done all your homework before that you're not there to change things.You all you're doing is just to sit there and let it happen. one other thing I would do differently if I need to, if I'm gonna do a, another startup is. I'd get a fairly decent reserve cash flow, personal cash to protect the family or give the family a good year's living expenses.One full year living expense before you go into it. Because one of the things we get carried away is, oh, we put everything into the new practice and we don't. Kind of keep reserves to take care of the family and cause the reality is, unless your family's happy, you're not able to concentrate on the new startup.You need that freedom to concentrate on the new practice fully. So reserve cash is something I'm quite passionate about. I tell the other dentists here in New Zealand who are starting practices to at least have. Anything between me around at least a bare minimum of a $50,000 reserve, personal cash stashed away to take care of the family.Yeah, and another thing I would say is look into Oryx as a software. I tell that to all my associates and all my dentists, all my friends, because the software itself should support your growth as a clinic. It should not be a recording medium, even for the associate who's gone back to California now.I did suggest her to go with Orex, as a software for the new clinic. She's starting in, California. that's something I'm quite passionate about, having your systems in place. And then grow. And one more thing is, When you come to acute the practice, have the minimum to start with.Don't over capitalize on the practice too early and be slow and adding things into it equipment wise, but have the real estate space ready for it from the word go. So that you don't have to, oh, I want to add another chair, but I can't fit it within this space. I have to move premises. So concentrate on your homework, getting the real estate right.You don't have to put it out all in one go, and you could slowly work your way through. In the first five years. Michael: Yeah. Awesome. Sundar, thank you so much for your time. We appreciate it. If anyone has any further questions or concerns, where can they find you? Sundar: They can find me on my website.dub do do ent.nz. Sj ENT nz is my email. I would love to hear from your audience. Yeah. Michael: Awesome. Yeah. So guys, that's gonna be in the show notes below to reach out to Sunar and Sundar, thank you so much for being with us. It's been a pleasure and we'll hear from you soon. Sundar: My pleasure, Michael. It was an absolute honor to be part of your show also a shout out to my team and my family for supporting me to get where we are today.Thank you so much. Michael: Awesome. We'll talk to you soon. Thank you.‍‍

Listen to this episode of the ORX Operational Risk Podcast to hear the ORX News team cover the five largest operational risk losses of May 2023 and an overview of the challenges surrounding the three lines of defence model, governance, and risk culture, all stemming from the launch of ORX's Risk Management Working Group – illustrating some of the main discussion points with relevant news stories. You can find the top 5 operational risk losses discussed in this episode, along with all previous top 5s, on our website at: https://managingrisktogether.orx.org/orx-news/top-5-orx-news-losses-q2-2023 ORX News subscribers can read more on the stories covered in this episode via the ORX News website at: https://news.orx.org/node/11309, https://news.orx.org/node/11585, https://news.orx.org/node/11737, https://news.orx.org/node/11563 and https://news.orx.org/node/11743  ORX members can also find out more about our Risk Management Community and Working Group on our member-only website here: https://members.orx.org/communities-groups/risk-management-community Please note that there is another episode of the ORX Operational Risk Podcast this month, which covers some of the key learnings from our recent work on stress testing conducted for the ORX Analytics Community – so make sure to give that a listen too! To find out more about ORX News, ORX Membership, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org

Listen to this episode of the ORX Operational Risk Podcast to hear some of the key learnings from our recent work on stress testing conducted for the ORX Analytics Community. Learn what the key challenges are, some best practice ideas, and three key elements stress tests should have. ORX members get free access to the full report produced from this work where we outline the stress testing landscape as it relates to operational risk, including common practice, key challenges, and the path forward. It can be accessed via our member-only website here: https://members.orx.org/orx-publications/overview-stress-testing-landscape-operational-risk We're also making a public summary available on our website soon and we'll update these show notes with a link when it becomes available. Please note that there is another episode of the ORX Operational Risk Podcast this month, which covers the ORX News top 5 operational risk losses of May 2023 and an overview of the challenges surrounding the three lines of defence model, governance, and risk culture, all stemming from the launch of ORX's Risk Management Working Group – so make sure to give that a listen too! To find out more about ORX Membership, ORX premium services, and access other operational risk resources, just search ‘ORX' or visit: www.orx.org

Today we're going to introduce a game changer in the dental practice management software world...‍‍This is an innovative, all-in-one, cloud-based practice management software, and it offers an array of powerful features that are custom built for dentists by dentists ready to revolutionize the way you work. ‍If you are a start-up and decide to sign up with Oryx, they will NOT charge you a single dime, until you reached 200 active patients!⁠⁠They are partnering up with all startup practice owners and making sure you succeed, fast!⁠⁠ Click this link to schedule a FREE personalized demo and to see more on their exclusive deal!⁠‍‍Guest: Jordan SandersPractice Name: Knox Mountain DentistryCheck out Jordan's Media:Website: http://knoxmountaindentistry.com/Instagram: https://www.instagram.com/knoxmountaindentistry/Facebook: https://www.facebook.com/knoxmountaindentistryEmail: jordan@knoxmountaindentistry.com‍Other Mentions and Links:Buzz MarketingInvisalignAll-Star Dental AcademyMango VoiceSwellKois Center‍The $100 Startup - Chris GuillebeauJordan on Episode 375‍Host: Michael Arias‍Website: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/‍Join this podcast's Facebook Group: The Dental Marketer Society‍‍My Key Takeaways:Honing in on your target demographic for dentistry will simplify and elevate your marketing efforts!When making content, it's important to make sure potential patients find enjoyment and entertainment from it.Utilizing phone skills such as calling patients by name, asking open-ended questions, and asking for the appointment can bring your scheduling to the next level!Digital marketing efforts are much easier to track ROI and make adjustments based on.Ground marketing can massively boost your local presence in the community early on!Not every employee resonates with certain styles of feedback. You may need to adjust based on personality of the team member!‍Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]‍p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.‍Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: Hey, what's up Jordan? How's it going, man? I'm good, Michael. How you doing, my friend? It's been a year since the last 375 knocks. Wait real quick. Are you in Canada? I am, yeah. Okay. Okay. Yes. Okay. Okay. break it down real fast if you can. A year Jordan: ago, where were you at? Well, yeah, since the last time you and I sat down and had a little chat, it's it is changed a lot.We opened two years ago and so you kind of chatted with me about 12 months into that journey of, of the startup and, we were doing well, you know, things were, things were growing rapidly. We were adding new people to the practice. Lots of new patients were coming, and since then, it's just kept going.We've, added an associate to the practice since then. We've basically doubled our staff from where we were a year ago to where we are now. And it just really going in positive directions. I've have very grateful and thankful for all the opportunities that I've had in this practice.And it's been just a ton of fun along the way. Michael: Nice man. So real quick, could you briefly introduce your dental practice and the demographic you primarily Jordan: serve? You got it. So my name's Dr. Jarden Sanders. I own Knox Mountain Dentistry. It is a dental clinic uh, general dental clinic in Cologna, British Columbia.We are, our town is kind of. It's kind of urban. We're a growing city maybe about 200,000 people in this, in the city, but one of the most rapidly growing cities in Canada right now. Just cuz of our, we have awesome summers and awesome winters and people want to come live here for some reason.Where, Where I settle down with the practices kind of a unique spot. It was this up and coming district within Cologna that's since garnered the name, the brewery district which is neat. So we have. Tons of craft breweries and comedy places and live music and all this kind of fun, funky stuff.And as a result of that, the people that come to this practice are young. We have 3000 patients with an average age of about 32, which is super cool. it's not what I thought when I thought I'd open the doors here, cuz Colonna has been traditionally a bit of an older community.But that's changing so fast that it's just, it's moving in this direction for Michael: us. How is that man? Do you feel like they're coming in aware and they're like, look I wanna get my cleaning 32 year olds, right? Things like that? Or are they just like, dude, I your bottle hit my tooth, chipped it.Can you Jordan: fix it real fast? I mean, it's a little bit of both. We do get some of that usually it's like skis or sometimes beer bottles, but a lot of it's young families, we have. The mom typically comes in and, tests us out and then the husband shows up and the three kids and then their grandparents.And so it's kind of that, energy that we've been, we've been working with. But yeah, we set up in this really central location. Like I'm on a busy main street with large signage. And so people just, they're all moving to this area. And they just see us as they're walking by, driving by and, that's really what brings them in.So it's been kind of fortuitous. They keep building stuff around me, which is working out really well for us. Michael: Yeah. Nice man. Okay. And then, so you're a private practice, right? Solo dog, multiple doctors specialty or, yeah, Jordan: so just myself and my associate. When did you bring on your associate? It was a year ago, April.So about four months after you and I chatted, that was the, That was when I brought the associate in. Michael: Okay. And it was like once you hired them. That, was it home run perfect person or did you have to like let home associate Jordan: and bring someone else? Yeah, no, it was, it was kind of interesting. Like she, she cold called me in February.And, at that time I wasn't ready for an associate, like, I didn't feel ready. And so, you know, we were chatting and we kind of said, ah, it's like it's not the right time for the practice right now to bring on an associate. And even if it was you know, it would be. Part-time at best.And so, she went off and she found another associateship in a, in one of the adjacent towns. And she worked there for two months and then called me up again and said I hate this. I can't. Like how do we make this work? Yeah. and you know, her and I just, we clicked it was, it was great.And so I. Brought on an associate faster than I thought I was going to to get her. And it's worked out. It's worked out amazing. She's great. Did that bring pressure Michael: for you to be like, we gotta push it now to fill her schedule, do all this? Or was it like already there? There was no Jordan: pressure. Y yeah, there was definitely pressure.I, I told her, I was very honest with her. I said, this. If this was six months from now, this would be easy. It'd be no problem. But because we're doing this a little bit early, like we're, you're gonna start off slow and we're gonna have to build it up if you really want to work here.And she was okay with that. And so we just, she just hung out and just saw, you know, the emergencies that walked through the door and, I fed her most of the new patients which just actually was nice for me. It let me. Do more of the treatment that I'd had. Mm-hmm. Kind of getting built up. And since then, she's running two columns.I'm running two columns. We've got, three full-time hygienists basically every day. Is busy, you know, it's comes with the typical lulls that you get with any dental practice, you know, during the summer and during those early winter months. But, we're all doing well. Okay, Michael: man.Nice. So then what has been your experience with different marketing companies and which strategies have proved to be most effective? Jordan: Yeah. I, so I started off with the same marketing company that I'm using now. Now, like caveat to that is I do a lot of my own social media. I had, the early days of the practice.I spent a lot of time really establishing what I wanted. The brand of the practice to be and how that was gonna play itself out on the social media channels. So I do all of that and I still do all of that cuz I have quite a bit of fun doing it. But I leveraged the marketing company to deal with all of the things that I wasn't that good at.So, search engine optimization advertising on using Google AdWords and Facebook stuff. Building the website. And basically coming up with the synergy of how all of those things can work together to bring people through the front door. Probably the most successful stuff that we've had has been are, are Google, mostly Google Maps.We target a lot of people within the five kilometer demographic of the practice. Mm-hmm. So, you know, they search up dentist, we pop up in, in one of the top three because of that. And that's been really our boon with bringing new people through the front door. Ah, so who is your marketing company? They're a company called Buzz Marketing.They're local here in Colonna. They've been great. Honestly, I they've hit the, hit it out of the park every time we've done videos with them, photos with them. They, They have all the skills and the tools to do whatever I've needed them to do along the way. We did a mail marketing campaign where they did all of the graphic design.Yeah, they're just easy to work with, which has been the greatest part of it. Uhhuh Michael: true. Okay. And then you talked about you do the social media. Mm-hmm. So like, break that down for me. Does that, like, you just do the Instagram, then you schedule it out, or you just pump it out Jordan: once it, how does that Oh yeah.Yeah. I just, I just kind of you'd have to kind of understand what our Instagram is to really, to know, like we don't, I don't have a single picture of teeth on my Instagram account. Like I don't focus at all. On the tooth side of the business when it comes to social media, the social media is purely a entertainment type thing.So, we have patients come into the practice and we have this Instagram counter that sits in the front lobby that actively changes when people follow or unfollow the clinic. And so they follow it on their phone and they see the numbers flip over, which is super cool. But then it's just from there, it's just funny stuff.Like literally it's TikTok videos and stupid things that my staff and I do in the office. Our outings as a group are the things that we go do outside of clinic hours. It's really just meant to be more of a lifestyle channel than it is something that's meant to show people what. We do with teeth.It's meant to kind of, they get to see our culture. you're getting an inner look in what the culture of the office is like. And that's honestly attracted a ton of people to the clinic. They follow us on Instagram. I get a ton of engagement and every now and then I get to throw in, an Invisalign special day that we're doing.And that gets a ton of traction and people come and book because of that. Michael: And so you just post like, today I feel like posting. Yeah. Or like, like that pretty, it's never like scheduled. Jordan: when I see something coming up on the reels, that's a fun dad joke or something, I'll share that.Or, we sometimes pull pranks on each other in the office, so I'll video that and I'll put that up and yeah a bit unusual, but it's really worked for us. That was kind of the, what we established ourself as early in the day, and it's what most of our patients expect of us now.Yeah. Um, But yeah, I don't really have I don't schedule it. I don't, I, I don't use stock photography. I don't use anything that's pre-generated. I just, it's all stuff I make myself or stuff that I share from other creators. And just let it roll. Michael: Gotcha. So do you feel like having a content calendar, like, guys, it's money we gotta do, would hinder you even more, like kind of kill the sporadicness of it?Jordan: I maybe, I think it depends on what works for you. If you're creating content really, the main thing is just being engaging with your audience. know, Especially in my age category that comes to this practice. They're in their thirties, they're millennials. They're on Instagram and they're on YouTube.Like, those two avenues are huge for us. If you had an older patient population, maybe Facebook is a bit more prevalent for you. But yeah, as long as you're creating the content and keeping people engaged, I think you can do it with a schedule. That's fine. It just, it's sometimes hard to get your team on board with all that unless you're, willing to do it all yourself.Michael: Yeah. Yeah. That's true. That's true. So then how much budget. Do you typically allocate Jordan: for your marketing? Not as much as maybe would be advised. I think I'm spending, I know I'm spending about 3,200 a month right now. Most purely Google right now. I was in Facebook for a while. just found that that wasn't attracting.The type of patient that I wanted in the clinic. But what kind of Michael: patients was Jordan: it? Was it reading? A bit, a little bit flake here. Kind of what we might categorize as a lower quality patient. Someone that's a bit more, you know, impulsive in their clicking and asking questions and stuff.Some of those people wouldn't show up, or they'd, want things that we just weren't able to offer. And so, yeah, it was just, having those, having the Google presence, having people able to see us there has been really what, where the money's been spent. I thought about dialing it back.I kind of, tell myself that we've hit a critical mass where the most of the people that we get are coming from word of mouth referrals. But I haven't been able to convince myself to not spend that money yet. I think it's still doing really well for us. Michael: Okay, man. That's good. And then how many new patients are you currently Jordan: getting right now, like in a month?Varies probably high end 110. Average probably between 60 to 80 in that neighborhood. Michael: Yeah, that's pretty good, man. Yeah. And so, like, pie charted, if you can, like majority of, would you say like 80% is from goo Google? Jordan: Less so in the earlier days of the practice. Yes. I would say probably that much now, probably half most of the a good chunk as we've had self-referrals and people that have, like our, thing that we seem to attract is one person from a particular workplace will come to the clinic.And then all of a sudden we're seeing all of them. that tends to be how we've built the practice is just by collecting cohorts of people through their work conversations about, who's a dentist to see in town kind of thing. Do Michael: you tell them like, Hey man, Talk to us about your work or to your work friends or something that are, are they just naturally do it?Yeah, Jordan: We sometimes it depends on what the work is. We usually engage with our patients pretty heavily, especially in our new patient visit. I don't ask for it as much as I used to, Back in the early earlier days of the practice when I was doing a lot more of the ground marketing style stuff and really kind of trying to get people engaged.I would a hundred percent ask if I'd ask them, to tell their friends about us if they enjoyed the experience, to leave, leave a Google review. And most people were really good about that. But now I just, I don't need to do that. Yeah, people seem to do it themselves. Michael: Gotcha, man. Okay.How equipped is your team in converting calls into actual Jordan: patients? Excellent. Honestly, we did a lot of training related to phone skills and really just, how we categorize the people that that call, you so our office is set up with a phone tree that's designed to split existing patients away from new patients.And so anyone that is new to the practice will come down a specific route in that colt tree and they get a tag that's a new patient call on our end. And so we know when that comes in, that's a really high priority call. And so they bring them in and it's, we spent. Hours and hours going through verbiage and call conversion and how to bring some of that skills and get people to actually book and commit to appointments.But yeah, they're excellent. I would say they convert 80% of the calls that come in as far as new people. Yeah. Michael: That's really good man. Do you like sit down at the beginning were you like sitting down and listening to them and be like, guys, we gotta adjust. We got, did Track 2: you Jordan: have a consultant?Nope. No, I did that myself. Oh. So I still do that. We, I still audit call logs and listen to call recordings and say, you know how I had a company doing it for a while when we were doing the call phone training uh, which I did through a company called All Star. I found that to be really, really awesome.Uh, It is to build some of those foundational skills they were doing, auditing of the call logs for me and grading. Grading them. But since then we've moved away from that cause we kind of got what we needed to out of it. And I just do it monthly. I just sit down, I grab five calls and I just go through them and give feedback based on that.Yeah. Michael: What to you, Jordan, what would be like, my gosh, this was, this was beautiful, especially the way you handled this, and then what to you is like, oh my God, what happened? You need to change all Jordan: this. Yeah, I mean the, some of the most important things that we've found when talking to people is, using their name.People love their hearing, the sound of their name. It's the most beautiful thing in the world to them. Asking open-ended questions is huge. And honestly asking for the appointment, those three things alone are probably the biggest things that I look for when I'm listening to these logs.And really the things that make me cringe is when that doesn't happen. When we don't ask for the appointment or we just, you know, a price shopper calls and, we just say, well, yeah, this is what we charge for a crown. And we don't actually ask them to like, do you need a cr, do you need a crown?Is that, are you gonna come and do you wanna come in and get a crown? And so, yeah, it's just, you know, the girls up front are really busy and I get that not every day is gonna be, everyone's a game, but. We try to keep each other accountable. We want to be able to represent the business and the brand the way that, that it's always been and build that so that our patient experience is consistent.And that's really the big thing, is maintaining that consistency. Michael: How do you approach that now when maybe somebody's been working for you for a while and then you're like, Hey, I listened to a call. You sucked, right? Mm-hmm. But like, But like, how would you approach it? Jordan: so the way that I have it set up in the clinic, so I I I figured out a long time ago that I have certain skill sets when it comes to leadership, and there's certain other things that I maybe lack in.And one of them is really this maybe the softer approach to types of feedback. And certain people do well with that, constructive feedback and other people don't. And, all spectrums of that exist in the office. So we built this kind of management pyramid in the office.So I have myself, I have my office manager and I have a lead assistant and the three of us filter this stuff out. So my office manager is responsible for everything up front. My lead assistant is responsible for everything in the back, and I'm the kind of top of that pyramid where. All of the team will go to them first, or they will approach the team for various things.And then I step in as I need to. So in a case like a phone call, I would just take it to my office manager and say, we need to give some feedback about this particular thing's been happening. And so she'll do that. And if she feels like it was well received and worked well, then that's kind of the end of it.And we just follow up, next month. If it's not working, then, then we have a bit more of a, a formal sit down and, and, and work through it. But, I prepared a lot of my team and it's one of the beauties of doing a startup and being able to bring your own team into the mix is they all knew what to expect when they came in.You They all knew that feedback was gonna be just a part of the mechanism and they do really well with it. Honestly. They're all really hungry. They want to do better. They, we change things so often in the clinic that they almost expect feedback. which works well.You know, There's not a lot of hurt feelings. And even in the cases where people are feeling maybe a little bit taken aback but we can work through it together. Gotcha, man. Okay, Michael: so like the hierarchy kind of thing, right? Like you're, hey, you need to approach this, and then if it escalates, you approach it.Jordan: Yeah. It's only, it's hierarchy is, is a good word for it in the sense that that's really just how we operate when it comes to the operations of the business. When it comes to the actual interoffice culture, like we're a team, we work together. Mm-hmm. We do everything that we can to make people feel elevated and like they're doing a good job cuz they are, and.So that works well for us, providing positive feedback along with the negative or constructive stuff that we have to really opens up those doors for us to make those changes. Gotcha. Okay, man. Michael: Cool. And then you said you have, when the new patient call, phone call comes in is the software that does that or mm-hmm. Jordan: we use Mango Voice and they have a, dashboard type thing where you can build. A RY path of exactly how you want they call in and they get a thing that says, thanks for calling Knox Mountain Dentistry. If you're new to the office, press one.If you're need, wanna schedule something, press two, et cetera, and so on. So that's, and it tags their caller ID with a specific, NP or whatever we use in those cases. So the front knows exactly what's coming in. Michael: Gotcha. Okay. And since you opened up, or I guess it's the last time we spoke to him now, what have been some of the best and worst companies you've worked with?Jordan: Well, I mean, the companies, most of the companies that I worked with at the beginning, I'm still working with now. There hasn't been many. I've moved on from some, not because they were bad but just because we got out of them, what I think. We needed to. And we were able to move forward. As we've discussed, like, I've been with ORIC since we opened up, which has been our practice management software. I've been with Mango Voice, which has been amazing, good VoIP based phone service. We were using swell a ton for our reviews and messaging system. But one of the beauties about Orex is they keep adding features that.Make it. So I don't need that stuff anymore. I don't have to pay extra for some of these other pieces of software now because org has an online review platform now that lets me send out those text messages or emails for Google reviews or Facebook reviews. So, we were with, well and they were great, and now we're not because I don't need to.So that saves me a couple grand a year. Yeah. Same marketing company that I've been with all along. And then really our, I really did enjoy the training process that we went through with a company called All-Star Dental Academy. They were the phone skills based course that we did all module based online.But it really helped the, we did it as a team, so everybody did it. And it was kind of neat because it gave us these common talking points and understandings between. What the back was doing and what the front was doing, and they could kind of see eye to eye on some of these things now. So we use them for a good solid year to get, those foundations in place.That's pretty much it. There's not, I don't have a ton of, other stuff that I need to subscribe to these days. Nice Michael: man. Okay. Out of, there's a couple right out there. Cloud-based, all-in-one platforms, right? Practice management softwares. Why'd you pick oryx? Jordan: The original attraction for Orx was really the coy based stuff.So I'm a mentor at the Coy Center you know, I was always looking for some piece of software that would let me do the types of exams and dentistry that I was taught at center. this was exactly that. And the ORs of two years ago is not the ORs of today like it is.Is morphing and changing rapidly. It's one of the, the beauties about it, we all complain about our practice management somewhere on, on some level, but, I don't know another practice management company that has a Facebook group that I can go on and request a feature and the C is on there responding to it.I, that's a very unique environment. And they listen and they do these things for us and add these features that we ask for. And EZ great. Ozzie's great. It's been a really wonderful way for us to be able to provide the dentistry that we've always wanted to do. Yeah. That's Michael: really good, man.Mm-hmm. when it comes to Oryx, how much did you, what can I ask? How much do you pay? Jordan: It's four 50 a month. Us. For orx. the nice thing about ORX is they do offer a way to do just the clinical side. Like if you have existing software that you're using for your administrative side, you can continue to use that while using the ORs clinical side.you know, we were a startup, so we went all in, we had the opportunity and the time to learn it. But it's super intuitive. Like it's easy. I find that. They're, they have their little hiccups here and there, like any piece of software might. But it's hasn't been anything that my office manager hasn't been able to figure out and implement.Yeah. So, yeah, it's been a great, it's a great investment. Michael: Yeah. Cause I was gonna ask, is it easy to train people on and stuff like that? Is it onboarding or is it more like, oh my God, it's taken us like three months to get Jordan: this going? I think if you were converting, I think there's definitely some more headaches there, but I think there's gonna be headaches with any conversion.If you're starting fresh. It was pretty easy for us. We started from scratch. We did, they have a bunch of YouTube videos on how to, like, we never brought anyone in. It was the middle of Covid. When we opened. So we didn't bring a trainer in, we just did their, YouTube videos didn't cost us anything.And once we were through with that and we started implementing it, we were comfortable within it within the first month. It wasn't a huge issue for us to get hit the ground running with that thing. Gotcha. Michael: Okay. And so you utilize all of it then? All the features and everything? Yes. Oh, okay.Cool. What's Jordan: one of your favorite features from it? Oh one. I have different favorites for different reasons. Probably one of The things that we've come to be a little bit known for is what's called our risk assessments. So Orx generates a document like 15 pages long. That's basically all of the summary findings from their new patient exam with pictures and, all these little kind of easy to understand paragraph templates of the things that are going on with their teeth.And we print this off for people. It has this really informative pie diagram that shows where their risks are. And we give that to people in a little branded folio when they leave. It's kind of like their, it's not the report card. We call it the report card, but Yeah. It, it gives them something to, that's tangible to walk out with.So that's probably on the clinic side. That's one of my favorites. The review request stuff that they've added has been amazing. That's been really helpful. Texting patients, I just text people all the time. I used to pick up the phone and call people a lot and now I just text them cause yeah, they prefer that anyway.Yeah, so there's that the, it's a good looking piece of software. It looks fresh, it doesn't look clunky or, kind of Windows 95 esque Type approach. Easy to navigate. Treatment planning's really, really straightforward. I list goes on, like there's Not a ton about it that I dislike.And even the things that I have disliked in the past they've addressed and they've brought into the mix. Nice man. Michael: Awesome. All righty. So sliding back into the strategies for marketing, could you elaborate on any unique, maybe ground marketing or regular marketing strategies that have been successful to your practice?Jordan: Yeah, I think so. It's kind of in the beginning, the ground marketing was huge. We basically were plunked into this area that was just starting to come up at the time, you know, there was not a lot there. The building that I'm in was a parking lot for the, the fruit packing plant that's in behind us for two decades before they started building stuff here, but it just blew up when they started.So in those early days, I just went around, I used your scripts. They were great. I went around to the businesses in the area and I dropped off some stuff, and, talked with the people there that were the decision makers and said, Hey, like, we're gonna be opening our doors just down the road.Like here's a signup sheet we're, we're gonna be taking some names and some information of anyone that might be interested in joining our clinic. And I would collect all that. And I think we had two or 300 names before we even opened our doors. You know, we were making phone calls. Two weeks before our doors open and we had pretty much a full schedule. It was just, there was just three of us. I wasn't seeing many people a day. But yeah, that, that was a huge weight off the shoulders in those early days. It was just being able to capitalize on, I have names, I have people that are interested.I'm not gonna be sitting here twiddling my thumbs, hoping that somebody shows up. And that was great. As we've moved down into becoming a bit more established, it's, I've obviously needed to do less of that. Although I'm kind of thinking that I might do it again.I might do some, get more involved in the community in a sense to do, do some events, do some we just did. An Invisalign day, we had a we blocked off a whole day. We sent out email blasts to our patients. We did this thing where all we did all day was scan people for Invisalign, and we offered a bit of a promo to do it.And, we had like 30 Invisalign starts. Wow. Man, on that day, like, it was huge. Like, so, it still works even in established practices doing boots on the ground type approach. Really pays its dividends. Yeah. Michael: that's good. That's really good. I appreciate that man.Thank you for utilizing the, I could tell you did cuz you're like, signup sheet and I was like, oh yeah, he did. He did. But that's good man. So the Invisalign day, the promo, what was the Jordan: promo you guys were offering? We knocked a thousand bucks off, so I Invisalign in our office, we just have a flat fee for it.And we just do, it's all in, it's, all your treatment plus retainers. For a flat fee. And so we, we had a our, the way that our fee works is it's a bit on the higher end, so it allowed me to build in this really attractive looking thousand dollars off promo. And that's really all it took.Like we, we did that and people just, came, we just started, we emailed our existing patient base and they. They all filled up a bunch of slots and then they asked if their friend could come do it too. And I said, yeah, okay. Why not? Right? So, and we were doing Invisalign starts on teenagers. We did two 70 year olds.Like it was just, yeah. Like, it was all, all over the place. Like it was not what I expected at all. But, that's just what the, what this group of people needed to pull the trigger was just, Even just this kind of inkling that they're getting a bit of a deal.Michael: Yeah. Interesting. Could I ask what the fee is? Jordan: 6,500. Michael: Okay. No, it's not a bad No. Compared to, yeah. Okay. Jordan: Our main thing too, the reason that we did it initially was that my associate was new to it. And, you know, we, I do some, I don't do a ton, but we just wanted to do some more cases.You know, He said, let's do some cases. And so we did this and it. Just blew up, it was worked out really well. Michael: Nice. Yeah. Okay. And then, have you ever faced a situation where the promised results were not achieved with the expected timeframe? With any marketing company? Jordan: Not with a marketing company.I, so everything that I've ever heard and heard people say was how expensive but impactful. Mail marketing campaigns can be. And so I did one, I spent about eight grand on it. And you know, I did everything that, that I was, that I thought I was supposed to, I had a special landing page for the. That was on the uh, the card that went out. So if people went to the website that was on the card, it tracked them and was able to see, who was coming from various sources and, yeah, I mean, as far as dollars per new patient or it didn't do anywhere near as well as just the dollars we put into Google.Michael: Okay. You did it on your eddm or what's that? You paid Jordan: a company like was it? No. Yeah, so yeah, like I did the design. With my marketing company, we just did, like, it was really nice. It was a big like six by nine postcard thing. And then Canada Post just does they have a service that, that does the printing and the um, and the delivery of those packages.Michael: Okay. Okay. Yeah. Yeah. That happens sometimes. Like you mm-hmm. Could or miss. Right. So then as a practice owner, what advice would you give to our listeners regarding effective marketing and ROI tracking? Jordan: Yeah, I guess it depends on how comfortable you are diving into some of that stuff. Are anything digital is gonna be easier to track ROI on?It's really hard to make tangible distinctions about how your dollars are being spent when it's just, when it's a physical object that's going out into the ether. one of the biggest things that I think for as far as ROI goes is capitalizing on what your demographics are.So knowing what your demographics are, knowing how many pieces of property, businesses, and households exist within a three mile or five kilometer radius of your practice. Because realistically, what you're gonna get is you're gonna get the people that are close to you from where they live.The number of people that come from work to the office is way, way lower than the number of people that come from their homes. And, tracking that stuff, if you have a good solid marketing company, they can do that. They can create landing pages for you. They can, you can create different phone numbers that lets you track people that call numbers on various pieces of marketing.You can always do split tests to see how certain pieces of marketing play against each other. in the US you guys have a lot more leniency in some of your advertising than we do up here, at least in British Columbia. Like, we can't really offer, promotions to people in a, in an open way.Mm-hmm. I can advertise to my patient base, but I can't send. Postcard out that offers people a discounted exam and x-rays or cleaning that would just be a a no-no. But focusing on the patients that are gonna be in your practice for the longest, so, One piece of, one piece of marketing that I never thought would be as successful as it has been has been YouTube. YouTube impressions are cheap, super cheap. And the number of patients that I have come in, because they've seen my office video that we made Come up as a sponsored ad on whatever YouTube video they're watching. Like if you told me that a year ago, I'd say you're, you're silly.That's ridiculous. But it's been hundreds and hundreds. Like, it's very strange. Michael: They come in and they're like, Jordan: I saw you on YouTube. Kind of. Yeah. Yeah. I saw your ad on YouTube, man. Michael: Break that down for me. How do you do that? So you, go on a YouTube, you decide, is it just like, Facebook ads or Jordan: Google Ads, or how does that, honestly, I dunno if you've ever been on YouTube and watch, you're watching a YouTube video and That creator has, an ad all of a sudden comes up in the middle of your, your video. Mm-hmm. It'll just be my ad and, you know, the backend, Michael: the backend. Like, oh, how much do you pay? And Jordan: Oh, create it. I wanna, oh, I don't want quote me on it, but it's. Like less than a scent per impression or something like that.It's, It's really cheap. It's bundled up with Google cuz they own YouTube. But yeah, in incredibly inexpensive. Michael: Wow. Okay. And then so you just have the same video or you create a video specifically Jordan: for YouTube? Yeah, no, so we, we created a video, six months after we opened with this, my marketing company.I spent, Five grand on it. It's really professionally done. It's on our website. I leverage it all the time. Instagram, I like, I posted on Instagram I do these things many times over the last two years. But it's just that video. That's the one that's up on Instagram. So they get the intro into the office and they see, the area and it's me talking about the services we offer and things we do.And it's just set up in a way to be really attractive. And it works. And Michael: you set it up in like a radius of. Only around your, that's what you do like in YouTube, right? Around your town? Jordan: Yeah. Or your community or, yeah, like we our area's pretty dense, the focus of who I bring into the practices is anybody within six kilometers.So six kilometer radius has about, 15,000 people in it, and me and one other dentist. So that's kind of the area. And then anything outside of that, people will come. It's just I've found that as we've matured, our radius is expanding the people that we start attracting. Like, so now we bring people in from several hours away.They've moved away and they still want to come and see us or they've heard about us, so they'll drive in to do to see us here just because there's no option in their town. But, I think as you, as your practice grows and you start bringing in more people and have a bit more clout you can expand that radius and start advertising a little bit more broadly.But, it really just comes down to trying to make yourself look different than the person next door. And that's not always easy to do. You have You have to have something that people are attracted to, to be able to do that. Yeah, I think Michael: that's pretty really, man. Especially like u utilizing YouTube.Cause I feel like nobody's really, Jordan: Oh yeah. Like, it never crossed my mind in the early days of this, it's not, I'm not someone that, that peruses YouTube baton. But apparently it's by far the most hours spent than any other platform. Yeah. Yeah, that's true.Yeah. Michael: Interesting. Okay. Something to think about. Awesome, Jordan, I appreciate your time. If anyone has further questions or concerns, where can they find you? Jordan: You can give me, gimme a call at the office. look up the website, send me a message. And happy to answer any questions Michael: I can.Awesome. So guys, that's gonna be in the show notes below. And Jordan, thank you for being with us. It's a pleasure. I'll away from you soon. Appreciate it.‍

Today we're going to introduce a game changer in the dental practice management software world...‍‍This is an innovative, all-in-one, cloud-based practice management software, and it offers an array of powerful features that are custom built for dentists by dentists ready to revolutionize the way you work. ‍If you are a start-up and decide to sign up with Oryx, they will NOT charge you a single dime, until you reached 200 active patients!⁠⁠They are partnering up with all startup practice owners and making sure you succeed, fast!⁠⁠ Click this link to schedule a FREE personalized demo and to see more on their exclusive deal!⁠‍‍Guest: Rania SalehBusiness Name: Oryx Dental SoftwareCheck out Rania's Media:Website: https://www.oryxdentalsoftware.com/Email: hello@oryxdentalsoftware.com‍Other Mentions and Links:InvisalignKois CenterThe Making OfOrange is the New BlackZoomPearlDr. Sana Yusuf‍The Happiness Advantage - Shawn Achor‍Host: Michael Arias‍Website: The Dental Marketer Join my newsletter: https://thedentalmarketer.lpages.co/newsletter/‍Join this podcast's Facebook Group: The Dental Marketer Society‍‍My Key Takeaways:Do your best to educate patients, and then let them decide whether or not to move forward with treatment. This will give patients a more inviting atmosphere!Your brand reputation starts before patients even enter your practice. Be sure your forms and online presence is as updated and clean as your practice!Sometimes a visual representation of risk areas is just what patients need to understand the treatment plan.Promoting patients with NO dental problems is a great way to attract new patients!Don't focus on just the negative areas in a patient's mouth, be sure to show them what is looking great too!‍Please don't forget to share with us on Instagram when you are listening to the podcast AND if you are really wanting to show us love, then please leave a 5 star review on iTunes! [Click here to leave a review on iTunes]‍p.s. Some links are affiliate links, which means that if you choose to make a purchase, I will earn a commission. This commission comes at no additional cost to you. Please understand that we have experience with these products/ company, and I recommend them because they are helpful and useful, not because of the small commissions we make if you decide to buy something. Please do not spend any money unless you feel you need them or that they will help you with your goals.‍Episode Transcript (Auto-Generated - Please Excuse Errors)Michael: Ranya. How's it going? Doing great. Thank you. That's wonderful. I spoke with you and I met you in the first making of Demo Startup retreat, and you gave one of the best speeches there, not because of like, you know, oryx obviously it's wonderful and it's great and everything like that.But because you touched a lot of our hearts, my heart, my wife's heart, everybody's heart, right? And I kind of wanted to backtrack a little bit and tell us a little bit about your past from that point on your present. How'd you get to where you are today? Rania: So I started as a general dentist. Uh, practicing right outside of Washington, DC and I was an associate for a couple of years, then decided to have my own practice, and that worked well for me.So it grew into a larger practice, multiple locations. I was doing really well. I was really happy, and I got pregnant with twins, had to be on bed dressed, and my practice went downhill very quick. and I couldn't understand why that was happening. And I started looking into our systems and into what the associates are doing, and it was all the same.So the same associates, the same front desk, the same marketing. Uh, how did we go from doing so well to doing so poorly? And I realized that we weren't implementing the systems the same way we were when I was in the practice. And I realized that a lot of the system were just in my head. I wasn't translating that to everyone.Um, and I started creating a little system just to, uh, put my practice back on track. Um, and I had gone through the Coy Center, so I loved John's systematic approach. I loved how you can look at the patient, gather some data, and you always come up to the same diagnosis. Started showing it to other people. They liked it, and this is how Orx was Michael: created. Nice. So you are the one who created it cuz of the pain points that you were experiencing? Yeah, Rania: in a way with a large group behind me, but Gotcha, gotcha. Michael: If we rewind a little bit, Rania, um, talk to me about your process of becoming a dentist.Rania: So, um, my parents are dentists, so it was kind of an easy choice. Uh, my brother is an orthodontist, my sister is a pediatric dentist, so they always, my parents always pushed us towards dentistry. Like it's the best profession. it was a bit of a no-brainer for me to go to go Michael: into dentistry.And so you came into dentistry and then from that point on, you always thought to yourself, I'm gonna own my own practice. Or how did that come up? Um, Rania: yeah, I dunno. No. I started as an associate not really knowing what I was doing. And, uh, I went to a very insurance heavy practice. and I didn't like the systems.I didn't like how fast paced, extremely fast paced it was. Um, I didn't agree with some, some of the treatment protocols that we had, but I was in a way doing my job. Mm-hmm. Uh, And that was like maybe 2007 when the economy was collapsing, everything was going so bad and we didn't have access to podcasts, like cures to the dental startup, to all that information about opening a practice.And of course, the owner of the practice I was at was always discouraging me. Like, it's a lot of money. I didn't know you could take a loan from the bank. Mm-hmm. Like we didn't have access to all that information, so I was always discouraged to, to open my own practice. Um, but then when I started going to the coy center and I'm like, I want to implement a different level of care, I found it was really, really hard to do if and to change systems if you are doing it in someone else's practice.and this is when I decided like, That's it. I'm opening a startup and I don't know how Yeah. Michael: To any of it. Were you looking for immediately a startup, like from the ground up or were you looking for an acquisition? Rania: I looked for an acquisition a little like for a short, wide, um, and I didn't find any good fit.there weren't that many in the area where I was like, right outside of Washington, DC I didn't want to drive too far. so I'm like, okay, I'll just do a startup and I'll do it the way I want. And everything I looked at was like, now you see all these amazing startups, super modern, like on the grade decor.But when I did my office and looking at offices, they were very ugly. And I couldn't picture my, I mean, it's silly like now if I'm evaluating a practice, I, I would look at numbers, I would look at product, I would look at a lot of different things. But back then I was just looking, oh, I, I really hate this space.Michael: so you were looking more at the outside of it, the interior design, things like that. Yeah. I was thinking Rania: like, if I want to create that vision for a practice, if I want my. Patients to have this amazing experience, it has to be done in a really nice space. Michael: Mm-hmm. Yeah, that's true. And then, so fast forward a little bit more.You mentioned you started running your dental practice and was it around the time where you're like, okay, my practice is going down, was when you gave birth to your twins? Rania: No, so, so I started the practice and, um, I'll backtrack a bit. Uh, as I said, like I had the vision for the practice. So a friend who's an architect, had also a vision of how a practice should be, and they had a really amazing location.Uh, we were featured in architecture and magazines. Google Ads were not very popular at the time, so we started, so Google ads, we got so busy, so quick, like we were, uh, breaking even by the second month or third month we were profitable. Very early on, we hit a million on the first year, we were doing really well and this is when my brother came and started doing one day of Ortho with me.That turned into several days of, uh, a month, and then my, we had, um, a periodontist come and join us, uh, my sister-in-law. Mm-hmm. And then we had, uh, and the practice started growing into having associates. Then I started looking at another location. and after that I got pregnant. I had to be on bed dressed, and this is when the office started losing a lot of money.Okay. It was not a hundred thousand alone that we were losing. Michael: Wow. Why? What was going on? Where it was specifically losing? So, Rania: um, the way we had the system in our practices, I was doing a lot of the exams and treatment planning. and then the patients would see different providers for the treatment. So they would see some of my associates fulfilling.So, so I was in way screening the patient. Mm-hmm. if someone needed ortho first and then some Pero treatment and then maybe, A couple of implants, if it was a cosmetic case and we're, we're going through all of that, I would coordinate the whole case and they were going through the department.and if they were fillings and, uh, some smaller treatments, some of the, uh, younger associates were doing, if they were more complex treatment, it was the more senior associates doing that. So, so we had all of this organized and I fear that when I wasn't in the practice, that piece went missing. So I was in a way the project manager.Yeah. Yeah. and when that went missing, uh, we were looking at patients and new patients were coming in and it, and they were just seen in hygiene and see you in six months, were gonna watch this, this, and that, and that's it. So people were not, presented with a comprehensive vision for their treatment and for their health.So, I think that was the biggest difference. Michael: Gotcha. How long did that last For? A few Rania: months. and then I started asking my associates to come to the hospital. So half my bedrest was in a hospital bed. Really Michael: horrible. So it was, I'm sorry, you were in bed rest for how long? The whole Rania: pregnancy. Oh wow. Like on week 12, I think I went on bed dress until I delivered.Michael: Really? Yeah, it was, uh, man, Ryan, that's pretty tough. Like that's a lot. You know what I mean? Like, uh, yeah. That, and then on top of, how much were you stressing out when you saw these numbers? Rania: Lot. You know, at the time I was watching Oranges, the New Black, and I was thinking to myself like, Jane is easier. At least you socialize with other people Michael: is easier.Rania: You know, you're not worried about the practice. Choose and bed dress. Maybe Jane. Michael: Oh. it's funny how our mind thinks though, when you're thinking that, you're like, my gosh, it's going down. And so you're stressing out about that. You're stressing out about, I mean, your, your pregnancy. how are you guys and your husband and everybody, how's like the family handling everything in this situation?Especially since you're, you know, orthos your family too and everything like that. Rania: So like everyone was trying to help anyway they could. Uh, Because we did well early on I had some resources in the bank, but like seeing this depleted month after month was really stressful. And we were try, like I would speak to the office manager and she's like, I.Our numbers are good. We're still getting the same, uh, amount of new patients. We're still very booked. And we s like I started looking at every piece of the puzzle, where aren't we doing well? And then I started looking at the treatment plan. So this is when I started inviting the associates. Let's review every chart and I would go through it systematically the way I learned at the COI Center.So let's look at the four different areas your gums. Uh, your, teeth hugged, bite, jaw, joint, and smile. And I would give a patient a summary of their health in the four different categories. And this is where it sparks ideas for the patient. Where if I would say a patient might not be thinking about Invisalign, I might say something like, uh, You mentioned that you are happy with your smile.I see a little bit of crowding, but since you're happy, we're good with that. And they might think about it and say, oh, you know, this bothers me a bit. Mm-hmm. Can it be done quickly, and this is where the Invisalign conversation comes, or I. Sometimes patients might have these very large restorations that they're not very concerned about, but maybe they're grinding also, or they have some bite issues.So I would look at that and I would say, um, you have these structurally compromised teeth, because of these large restorations. It could be a concern because of your grinding or because of this. So that puts you into a higher risk, and now it's up to them if they want to do it or not. And most of them would do it.So this was the type of conversations I was having with the patients that were my associates were not having, and this is going through the very systematic exam. and this was basically the basis of orex is I took the co exam. There is very systematic, very standardized, not like if you examine your patients that way, if you present to them the findings in these four different areas, it becomes.A lot easier for them to say yes, to your treatment. And it becomes, and they become more aware of their health. in a way you're educating the patient, uh, and you're giving them the power to make more informed decisions. So I told you about this. Now it's up to you. Do you want to. Replace these structurally compromised, fillings, um, with crowns or onlays, or do you wanna wait and see?Mm-hmm. It's your decision, but I'm giving you all the information that I can to make better decisions about your health, but ultimately it's up to you. I think this is the reason my practice true, and I realize that a lot of dentists don't go about mm-hmm. Treating their patients that way. and this is what Orex does, is it basically helps dentists do a very systematic examination in seven minutes and it generates a report for the patient.So everything I was telling the patient is in one report. That they can go think about review. yeah, like one thing that we do is we always examine four problems and we never reward hun. And even for very healthy patients, it's good to t them, like your gums and bones are exactly where we want them to be.At your age. Your teeth are doing great. we don't have any issues. You had two feelings in the past and we don't see any other issues. Your python judgment are great. You're happy with your smile, so we're really proud of this and we find that these are the people that take this report and put it on social media and share it with everyone.And these grow the practice more than the patients with a lot of problems. Because at first I would print that report and hand it to patients that had a lot of issues thinking they need to go review it, process it, understand what's going on to say yes to treatment. realized that the promoters are the one that got like the A plus.Michael: Great. Yeah. Yeah, that's true. Okay, so then. When you were teaching this to your associates, could they have just gone to the COI Center and learned it on their own? That way you didn't have to stress out so much? Rania: Yeah, I mean the, the COI Center is amazing and it's a long journey. but even John would tell you the issue he was having with a lot of the students coming through the co center is, it's a lot of information that you get and it's.And a lot of paperwork that people go to the practice and go and fall back into their own habits. It's a lot easy. Like you go, you, you learn something and you are so excited about it, and you're like, Monday morning we're gonna start inventing this. And Monday morning you have this emergency coming in and you have this unhappy patient and this insurance that got rejected and now this person wrote a bad review and mm-hmm.You're dealing with all of this and Tuesday is the same and. That's it. Yeah. Okay. By next week you forgot everything and you forgot that you wanted to implement this. Um, that's true. Yeah. So having it in your software where you don't have to think about it almost forces you to be more organized and more systematic.Michael: Mm-hmm. Yeah. I was speaking with Dr. Sauna Yusif. Um, and she tells me her favorite thing about orex among many other things. But is the, the wheel, the new patient wheel, and I'm assuming that's what this is, right? Yeah. Is where like they get the comprehen and then they're able to actually take it home or see it and say like, okay, look, this is everything going great where I need improvement.You know what I mean? They get their whole visual of it. Is that what that is? Rania: Yeah. Yeah. It, it's a personalized risk assessment. So patients started calling in the wheel. So, so that became the name. And, uh, we would get patients calling the office and saying, I want the exam. That gives me the wheel, because like patients, and especially the happy ones that have, it's all green, as I said, would, would take it to the office and show, show patient, uh, show their coworkers.Look, I got, I was just at the dentist and look at this and it's, it's a really nice presentation and it, we found that printing it out adds more value because patients are happy about it. We put it in a really nice folder. They take it, they show it to other, uh, to coworkers, to friends, to family members.And people are, how come my dentist never gives me this? and they would just, call and ask about it. Yeah, Michael: it's, it's almost the same concept that you were, that John was talking about, right? Like, you, we tell you all this information, you're excited, and then life happens, right? So same thing, kind of like you tell the patient all this information, maybe they're thinking about it, they get home, kids got hurt, they're in trouble, they gotta pick 'em up at school, h, husband, wife, all these things, right?Work. And they tend to forget about it. But if they have that thing there, you know what I mean with them, and super simple and easy for them to read and, and share. It's better. It's better. It's on top of mine for sure. For Rania: sure. And a lot of times they're sitting in your office and they're not truly listening.Mm-hmm. Like, I wanna get outta you. Mm-hmm. Like, just go on with it. And they go home and, and I've had so many patients that said, okay, okay, okay. And then they go home and they're looking like, uh, is scaling and truth planting scam? Yeah. And because by now we're telling them this is what you need, but now they have this information and they're reviewing that information, so.it's really a good way, but also, like, one thing that we don't really think about is the medical legal perspective. anything you say to the p anything that is not documented does not exist. Mm-hmm. And this is doing all the documentation for you. So you do your exam, we auto generate your progress note.We also auto generate that that goes to the patient. So that's almost their consent form. We also have consent forms in this system. But, but in a way, we told you that you needed that restoration and you decided not to do it. We told you you have an infection, you didn't come back for the treatment. so it's all documented.Michael: Gotcha. So then the new patient visit, how long does that normally take with this for you? Rania: So we time dentists doing the exam seven to 10 minutes. Michael: So it's really like, Rania: it's way more comprehensive, but it's very systematic and the exam is, would expand and collapse the way you need it. So if you say, uh, The patient has, um, jaw problems.The, uh, the T M J exam is gonna expand, but if the patient answered no to, to all the jaw questions, and you have like no problems, it's gonna collapse. So, and this is how you want it to be, to go quick on patients that have no issues, but to really dig deeper with patients that have more issues. Michael: Yeah.Okay. So that's really good. So then rewind a little bit, you went, explain this to your associates, you created this process. How long did it take you to start? All right. ORIC is live now. It's, it's happening everybody. So, Rania: on the twin first birthday is when I showed it to John. Oh, okay. For the first time, like, I created something that I want to share with you.can I come and see you? I actually, a friend facilitated this. It's not that easy to get access to John. Michael: Yeah. People gonna contact him. Hey John. Yeah. Rania: Like, now I forget. Like now I can text day. It was, um, and John gets. Pitched these ideas every day. So he wanted to be polite and he's like, okay, let's do a Zoom meeting.Like that's before Zoom was popular. I think it was something else like go to meeting or something. Mm-hmm. And he's like, don't fly to Seattle, because he was like 90% sure he was gonna say no. People pitch him crazy stuff every day. And I present this to him and he goes, I love it. Let's do something out of it.He's like, what do we do next? Mm-hmm. And I'm like, I didn't think it through. I didn't think. Yes. Michael: Yeah. Rania: And I'll back to you. And this is how the company really started. because before it was just, Forms and, I asked my husband to develop a couple of things to make it easier, but nothing was integrated into our system.Michael: Gotcha. Okay. And then, so how old is Orex? Rania: so we started the company in 2016. took about two years to have the first version, and it was only patient forms at the beginning, and then we did the clinical. And then we created the full software, Michael: the cloud, all in one platform, cloud. Mm-hmm. Based management software.Nice. Okay. And then, so right now, are you still rono working in your practice clinically? No. You sold it or I sold it. Rania: Oh man. When did you sell it? Soon after we started the company. It was taking way, like most of my time and most of my focus. Mm-hmm. So, Michael: How did you feel selling it? Were you like, is this, could I just do associates and do one clinical Rania: or, I thought about that and I realized I needed to focus.You know, having people think it's so easy to have associates and run the show from from afar. Yeah. But I tried it when I was on bed dressed and it's not that easy and it still takes you a lot of time and dedication. You cannot be on a beach or doing something else and have people working at everything goes smoothly.So I realized I had to decide, do I want to focus a hundred percent on Orx or 50% on orx, 55% on a practice. And I saw the potential in Orex. So, so I decided that it was the right choice. What made it really easy is one of the associates that came to work with us, um, was a perio pro. and he was an amazing clinician.And like at first when I thought about selling the practice and I spoke to, uh, a broker, everyone he presented to me, I was, I'm not too sure. I'm not too sure. But then when, Dr. Han said I'm interested in buying, it was a very easy decision. Like, he's gonna take great care of my patients, so Michael: and so he bought it.Okay, nice. So since then it's been, Man, all in with Oryx. and what I like about Oryx too is, You are open to everybody, right? DSLs and everything, but it's Yeah. Based off of a private practice, right? Where it's like, this is who created it for solo practitioner. Right. Like the private practice too, who can, can make it happen. Rania: Yeah. I think I, I was recently looking at, the practices that we get and our fastest growing segment is the startups.because for a startup it's really a no-brainer. I mean, no one is, no startup is going with the server, I hope. Mm-hmm. And they're getting on the tools that they need in one practice management software. They're getting the clinical and they're also getting a company with a forward vision. So, Anyone that looks at, at our software three years ago would think it's a tool to be new software now.So we're constantly evolving. Like we just added AI for radio graphs. every month we have a lot of new releases. Mm-hmm. Um, up to this date we spend most of our, money on development and engineering. So, We didn't think, okay, now we have a great product. Let's do all marketing and all sales, which most companies do.we still do a lot of development. I still think, that the software could be Michael: a lot. Like a lot of research and development in that process. Interesting. Talk to me about that ai, you, you're starting to implement that into. Rania: Yeah. Yeah. So, so we had a, uh, recent partnership with Pearl ai. we worked on the integration and we made it native.Uh, and I'm very careful with any integration I do because, Everyone wants to partner with everyone, but then, yeah, and then these integrations are clunky and they don't work and they're not part of the flow. So a big part of the decision with, which AI company we go with was, Who's gonna put enough resources to have a very, very seamless integration.Like, I don't want you to click on an image and take you to another software, and now wait for it to load. And now look and now see if mm-hmm there's decay or where the bone level is. I want it to happen immediately. and Pearl was one of the companies that worked with us, around that vision, and they were willing to put.Enough resources. So for each partnership, you need the two sides to be willing to put, enough engineering hours to make it an amazing integration. Michael: Yeah. No, wow. That's fantastic. That's news for me. I didn't know that. Pearl's fantastic. Like I spoke with Kyle not that long ago, and he's, highly about it, so we looked into it and it's, they're doing amazing things over there too.Yeah. So for both you guys to be partnering up, it's gonna be, it's new, you know. It's like, um, I guess like innovative, but at the same time, like it's uh, I mean, you know, it hasn't been done, so it's fantastic. Yeah, you're right. You are doing a lot of development in Oryx. I like that. So then what have you seen with startups right now where you can give us some good advice as far as within their year one to year five?Where maybe they did go with the server. Maybe they are paying an IT company, but also like they're also doing marketing, all this other stuff and they're kind of feeling like they're hitting a, a roadblock here somewhere. So, Rania: I dunno, like if you started with the server, it's not a good idea because if you're thinking to, it's not gonna grow with you the way you want.I mean, this is not the trend, this is not how the industry is moving I see a lot of the young startups thinking about having multiple locations, about growing. you need to start on cloud for that vision to happen. So, and we already have seen like, started with us two years ago now are on their third or fourth location, like Wow.Already. So I see that everyone is moving a lot faster than things were moving when I had my practice. in terms of marketing, I see that a lot of startups focus at the beginning on the external marketing and then they rely a lot on orgs for their internal marketing. and I always think about it this way, a and this is kind of what I did in my practice in the very early days.So the first 90 days we were spending 10 to $20,000 on AdWords, which was cra like Google did an article on us. Yeah. It was, back then it was crazy. Not a lot, much money. Yeah. Now it's more the trend. But back then was like, who's that crazy dentist? Yeah. Spending all that money. But this is what got patients in the door.And then having a great experience is what got the patients to come back. and I find with orgs, like they go, they do their online scheduling. It's already an amazing way of doing things. Um, they complete their patients forms. They're very interactive. We surveyed patients and they said that they thought that the office is more technologically advanced and they had more trust in the dentist before even visiting the practice.just because all the forms are picture based, very, very interactive. So patients are already getting that great experience. and then when the patients come in, they have this amazing exam. They have the report, all the, tools that they need are integrated. So it's very easy to pay. They're getting a tax to pay.they're signing their consent forms before coming online. So they feel that this experience carries through and these great experiences is what leads to giving the office a five star review. and it keeps growing that way. so we see a lot of our users telling us that Orex helps with their vision because it's that organized and it gives that patient that amazing experience start to finish.Michael: that's really good. Wow. Okay. So then, Orx right now is basically for everyone, but especially if you're looking to do a startup, it's the best starting point for you right now. Rania: I believe so. I believe, uh, not because I created it, but I believe it has a lot of tools that are so helpful for someone starting out.So let's say I was starting out and I hadn't gone through the Coy Center, I have on that. On the co information is already embedded in the software and it's all, updated every year. so if I'm doing an exam on a patient and I'm not sure about some diagnosis, I click on the information I can, and I have all the literature where this came from.So if a patient challenges me, like. Why are you recommending this treatment? I would just copy and paste the articles, like this is the latest literature, that's why we're recommending this treatment. if I want to send something to the insurance company, I have the latest literature, I have the diagnosis already pre-attached, and we pre-attached the radiograph.So like the whole system makes it so much easier. but for a new dentist, You're getting a software that is preloaded with the latest literatures on the forms that you need on the consent forms. Like basically a practice in a box. Yeah. And then you can customize it to what fits your needs and what fits your vision.But I think the clinical stuff there is in the software that's worth, yeah. Michael: Thousands of dollars. That, and that's what I get when I'm talking to you too, is like, I feel. You're really honed in on the, well, obviously cuz you created it, right? But like on the clinical side, the practical side, right? Like the, where it's like this is what is gonna facilitate your guys' job way much more times a thousand compared to like, we have a better online scheduling button, you wanna click it and it can be on the top left laptop.Right. You know what I mean? Like that's like, okay cool. I'd rather have that, you know what I mean? The clinical side of it, which is interesting. Very, very refreshing. Rania: Yeah. I think I'm more passionate about the clinical side because that's what I know, that's what I live and grieve. But I'm also very passionate about systems.And you see this in the practice management software throughout. So if you talk to one of, uh, of the other team members that were office managers, they would talk a lot more about that side of things. Mm-hmm. Um, And I think creating systems in your practice very early on would avoid some of the problems that I had.So if you're checking in a patient, there's a checklist for checking in a patient and if everything is checked, The appointment turns screen so you know that, the predetermination was sent, or the eligibility was checked. We checked the insurance, the patient is confirmed. I have all the information that I need pre-appointment, and I could customize the list to what my practice is.Same thing. If I'm checking out a patient, the appointment turns dark gray when everything is done. Uh, so I don't have to go to the front end, ask Olivia, did you collect the payment? Did you schedule the next appointment? Did you do this? Whatever is my checkout checklist. I know it's done when the appointment is dark gray.So at the end of the day, I wanna look at my screen and see it's all dark gray and. Blood pressure drop, so I know everything was Michael: done. You're like, maybe gel isn't that good right now. You know, Rania: easy, like, you know, these little systems and coming from the clinical perspective, like if you start thinking about it, I'm sending an insurance claim, everything auto attaches, like why am I having Mary in the front go and.Grab Tracy and ask her which one is number three. I need to attach it for Crown because we have, the radiographic system native to us. We know that this is the radiograph for number three. So now if I have a root can add that I'm sending to the insurance company, I'm auto attaching all of this. So we remove a lot of the barriers. Michael: Yeah. Increase more efficiency. Than anything else. Yeah. For you, Rania, I mean, I, I'm gonna ask a lot of, uh, Orex users this, but like for you, what was the thing that excited you the most right now from this point on to before? I know like every time there's something new that comes on, you're like, oh yeah.But right now, from this point on that you absolutely love utilize from Orex.Every Rania: month I have a new feature that I love and sometimes I even forget some features that we, and I'm like, oh, we have this. It's so cool. Uh, but I honestly think the risk assessment that we is the most valuable tool. just because gives you so much information about the patient. It. Excites your team.Like now your team understands why you do what you do. The team member reads this and at the front, you know how you get sometimes some team members that feel, oh, this doctor is pushing more treatment than they should. I don't like that. And now they understand or they're, they think they're trying to save the patient by saying, it's okay.You can do a filling, you don't need that crown, or mm-hmm. Let's do a trophy instead of the scaling. now your home team is on the same page. I find that, like, this is amazing for the team members because they understand the risk of the patient. It's amazing for the patient because they're educated and they're happy and they're referring you more, uh, patients, and it's easier for you because it makes you proud of your practice.Like this is what you're communicating to your patients. So I think that's the strongest tool or the one that I'm the most proud of. Yeah, Michael: the wheel, what the patient's term coined it, right. And they call it the wheel, but yeah, they call it theum, which is cool. Like, you know what I mean? They get it, they kind of give you the own nickname and then they're like, yeah, I wanna see the wheel.So I think that's fantastic too. If people wanted to see it, let's just say it right now. There's people who are like, oh man, I don't have orx, but what is the wheel all about? Can they go mind that somewhere? Rania: Yeah. I mean on our website or external software.com, and they can book a demo there. Rania Saleh DRAFT: okay. Michael: Yeah, guys, go do that.Thank you so much, Ranya, for being with us. It's been a pleasure. But before we say goodbye, can you tell our listeners where they can find you if they have any more questions or concerns? Rania: yeah, sure. Uh, hello@orexdentalsoftware.com and I'll answer you Michael: Uhhuh. Awesome. So guys go in Tolo, reach out to her, and at the same time, schedule a free personalized demo with Oryx.Check out the wheel, but check out every single thing that Rona's talking about, everything that they're developing, that they're doing, uh, for your practice. So I highly recommend it's gonna be the first link in the show notes below. So go check that out. And Ronya, thank you for being with us. It's been a pleasure and we'll hear from you soon.Thank you.‍‍

In this episode of the ORX Operational Risk Podcast, we cover the learnings from our recent LeadersConnect Live 2023 event, where we bring Heads of Operational Risk or Non-Financial Risk together from across the world. Hear what key risk topics were discussed that are impacting the industry today. ORX members can view a more detailed summary of the event via our member-only website here: https://members.orx.org/latest-news/summary-discussions-this-years-leadersconnect-live Please note that there is another episode of the ORX Operational Risk Podcast this month, which covers the ORX News top 5 operational risk losses of April 2023, findings from a recently published Crypto report and highlights of the ORX/Oliver Wyman panel discussion on the Digital Operational Resilience Act (DORA) – so make sure to give that a listen too! To find out more about ORX Membership, ORX premium services, and access other operational risk resources, just search ‘ORX' or visit: https://managingrisktogether.orx.org/  

Sean is gone to PAX this week so Paul and Jon hold down the fort. Jon has been playing Rolling Thunder 3 from the Genesis days in his spare time and showing off Demon Throttle (the last physical-only release in this day and age) and a cool tower defense game called ORX while Paul finishes Cult of the Lamb and plays a bunch of Fortnite. Paul reached out to the audience this week to send him all the news they wanted and we run down a bunch of stuff, including a new Assassin's Creed is going to be shown soon, Shovel Knight Dig is out in a month and Ubisoft is trying to keep people happy, amongst many, many, many, many other topics. Enjoy the show? Consider supporting it at https://www.patreon.com/topdownperspective

This week, Dan and a sickly Dudley are talking about the latest Valve hardware. Dan has finally started to figure out Sea of Thieves and The Outer Wilds. Dudley checks out the tutorials for Root and plays more of Resident Evil Village. Dan played more Getting over it with Bennett Foddy, Tetris Effect and the demos for The Darkest Tale, Orx, and Peglin.