Cameron Hemphill, host of the “Medical Millionaire” podcast, discusses strategies for scaling medical esthetics practices using technology and processes. He emphasizes the importance of adapting to rapid technological changes, especially post-COVID, and automating business operations. Hemphill highlights the need to analyze current tools and processes, invest in efficient technology, and systematize business practices. He shares insights from a client who, despite generating $150,000 monthly, faces challenges with disconnected systems. Hemphill advises leveraging quiet times to plan and implement improvements, aiming to enhance productivity and customer experience while saving valuable time.

Transcript

This is medical millionaire the podcast, helping your Med Spa increase in status, visibility and profitability. Join your host as he dispels myths, shares trends and gives you actionable steps today that will take your medical practice to the next level. Here’s your host, expert marketer and founder of growth 99 Cameron Hemphill,
hey everybody. Cameron Hemphill, here your host for medical millionaire. Hey, first off, thank you so much for taking the time to tune into our podcast. Our goal is to give incredible value and insight into the medical spa market. So if you’re an injector, you’re in the cosmetic space. You want a med spa, esthetics, health, wellness. This podcast, it’s for you and my team and I, we’ve consult with some of the top injectors and medical spa owners around the country. We’ve been doing it for years. We see ones that are absolutely thriving, ones that are opening up their second, third, fourth location, ones that are doing incredible sales and volume have a very loyal customer base. And then we see others that are that are trying to figure it out, and ones that are struggling. And they see others that are having so much success, and they want to have success and achieve as well, right? And so we see everything across the board from folks that are really just like getting into this space. They’ve or maybe they’re doing a very robust build out, or maybe they’re working in a studio environment, they’re going to a build out. So no matter where you’re at within your journey, this podcast is for you, and it’s to help you take your business and your mindset to the next level. And so what I want to get into today is something that I have a tremendous amount of passion about, and it’s how to scale your medical esthetics practice with tools and processes. So technology, whether you want to, you know, believe it or not, is something that is rapidly changing, right? And it’s important to to create a mindset and adapt the change. And this change has obviously been happening for for years and years. But what we’ve seen in the last 18 months, during the the pandemic and COVID is is really this transform into what I would see actually be coming into like 2030 so now technology and tools is so extremely important to embrace and take the time to learn and invest and then implement these strategies into your practice, because you have to figure out how to automate your business, right? And so when you’re talking about, you know, websites, digital marketing, Facebook, Instagram, Tiktok, blogs, SEO, EMRs, CRMs, sending out emails, text messages, loyalty programs, Google reviews, managing employees, managing your own finances. I mean, the list goes on and on and on and on. And if you think about it and write all this stuff down, let’s say you Sunday morning when the house is really quiet, maybe you’re not, you know, working, take the time, go, put yourself in a room and write down, like everything that it takes to run a successful practice, from a technology standpoint and from a process standpoint, right? So that way you can, kind of, like, map out exactly how the business needs to be ran effectively. Have you ever found yourself that you’re like, Oh, we shouldn’t do it that way, but we do it anyway because, well, we just haven’t had the time to do it a different way. And then you keep doing that mundane task over and over and over and over and over again. And you know in your heart of hearts that that specific process can be automated with a tool or some sort of technology. But again, you you know if you try to make those changes during the time where everybody’s busy, right, like Tuesday, Thursday, Saturday, when you’re just jamming, appointments are packed. All the rooms are booked. Everybody’s running around with complete chaos. You got people in the waiting room. Like, that’s probably a bad time to implement something, right? So I always like to say, hey, pull yourself out of the business. Kind of look at it from a high level perspective even. Like, get back to the drawing board, right? Like, get back to the actual environment, to where you want to sketch something out, almost if you were to, like, build a home, okay? It starts with an architectural landscape. It starts with, starts with an architectural plan, right? And then as you analyze those plans, you can really get an understanding of, like, what the footprint is going to look like, and then how you’re going to go vertical, and then how you’re going to put all the bells and whistles on, right so I think once you start growing, and I’ve seen a lot of practices over the past couple years, like have just insane growth, I was talking to a client just the other day that just had signed up with. US, and she has been in business two years, and she is doing $150,000 a month in revenue as a single injector. And I’m like, I You must be slammed. I think she said she’s saying, like, 22 people a day. So if you break that down and eight to 10 hours, like, you can do the math and see how many people sheing, like, basically every half hour or every 20 minutes, if you will. Okay, so if that’s eight hour work day, that’s basically three people every hour, and then she’s got to find time to eat. And I know she’s a mother with kids and also married, and so this lady is busy, and I can see it like in her, in her emotion, and I can see it she’s very excited, and she’s, she’s making good income, and she, I think she had like, two or three websites built, and she has, you know, her processes are just kind of all over the place. She’s got like, different systems that aren’t talking to each other. And it’s, it’s kind of just like been thrown as she’s had this growth, because she’s been bogged down by how many appointments she has, which is a great problem to have, right? Being busy making income, that’s the entire point. But it’s also important to understand how to work smarter and not harder, right? And so again, I’m such a big fan of really taking the time to analyze what you currently have going on, analyze the tools that you have, analyze the processes that you have in place, analyze what’s working, what’s not working. Because if there’s ways that you could go invest in tools and technology and processes to save time. I’ve said it before, time is the most valuable asset we have on planet Earth. Nobody can argue that, right, the minute you’re born and come out of the womb like this, that the clock starts ticking, right? So if you can automate something with a tool, and even if that tool is expensive, run the calculation on it, right? Most technology is actually extremely cheap, even if it’s like 50 bucks, 100 bucks, 234, $500,000 a month. I mean, run the math on it, you’re like, Wow, 1000 bucks a month. That might be a lot, but okay, what is that? $12,000 a year? Can you hire an employee for $12,000 a year at your location? Absolutely not. It’s not possible, right? I mean, if it is possible that that person’s probably, you know, struggling, right? And that’s really like in the era that we are living in, especially going into 2022 with we have 40 year high inflation. And what’s going to continue to happen is wages need to accelerate, because the inflation rate is accelerating, right? I mean, we’ve had the highest inflation we’ve seen since the 80s, and that’s that’s going to push people, unfortunately, to having to pay higher wages in order to, you know, offset how much they’re spending to support their family, when it comes to food, when it comes to electricity, when it comes to heating their home, when it comes to rent, or whatever it is, right? So, like, everything is just going up. And so even what’s been interesting is, is growth. 99 our company, we use a tremendous amount of tools. Like, we try to automate everything. We can have good processes. We want to scale. We want every single customer to have the same customer experience. It’s like McDonald’s, right? Like, if you’ve been there, right? It, it, it’s the same revolving door. Doesn’t matter what location you go to, it’s the same process. It’s the same the stuff tastes the same, right? So you kind of know exactly what you’re what you’re going to get. Well, if you, if you really take the time to invest in technology and good technology that actually facilitates productivity, you’re, you’re going to find yourself not only systematizing your business, but also getting a lot of your time back and knowing that certain things are working collectively, right? So you’re actually like, don’t wake up in the middle of the night with anxiety and be like, did I remember to do that? You know, I know if you’re an entrepreneur or if you’re a business owner, like, that’s happened to you. I can’t tell you how many times in my career I’ve like, woke up in the middle of the night, like with anxiety. Did I do that? Did I remember do that? Like you work in your sleep? It’s super weird. There’s been times in my life where I’ve actually feel like I’ve, like, solved problems in my sleep, which, which? That’s, you know, any entrepreneur can can relate to that.
Thank you for listening to medical millionaire. I wanted to take just a few short moments and tell you all about growth, 99 University, naturally, if you’re listening to medical millionaire, the success of your Med Spa is extremely important to you, and as it should be. And if you’re listening to medical millionaire, you are obviously looking for the. Best, most effective ways to take your Med Spa to the next level in both profit and customer success, enter growth 99 University ranging from online education courses all the way to the full suite of marketing and web services. Growth. 99 has your Med Spa covered. No matter the challenges that you’re facing, we are ready and able to help you achieve your next level in business, profit and freedom to inquire about all of our support services and products. Please visit growth 90 nine.com and while you’re there, click the university link and check out the companion course to this very podcast. Back to the show you
you know, do yourself a favor. And I know, like, the last thing you want to do is, oh my gosh, I don’t want to work on on Sunday or Saturday, but you really do need to take the time to take a step back and pull out the whiteboard or pull out the PowerPoint or whatever you want to do, and really take a look at how you are running this business. Because if you think like, oh, I’ll just hire somebody and you throw a body at it, yeah, that’s that’s one way to solve something. But again, if that person’s not properly trained, or if that person gets sick, or if that person decides to move to a different location, like, there’s so many variables against us right now, in the sense of like, everybody is looking for like the next best thing. For example, we’re in an era again, the great resignation is taking place. I think I heard a stat the other day that 40% of people are open to moving their jobs and careers. And then on top of that, you have migration, right? Migration is taking a huge effect. People are just moving all over the country, like, you know, just just trying to figure out what the next step is and where they’re gonna go based off of current economics, you know, situations we’re dealing with. So as a as a business owner, you have a lot going against you from a people standpoint. Now, when you know there’s obviously great people and you have to have a good team in order to scale, you know, you’re not going to be able to, like, get rid of your your team, and it’s very, very important to invest in a good quality team that sees the vision and sees exactly the dream, and we’re all steering the ship in the right direction, but at the same time, you want to make sure that that those team members are trained properly, and they’re investing in the right areas of the business as well, right? So if they’re doing something that can absolutely be automated, if it’s like, you know, sending out a text message, like, once a patient has completed a treatment. Figure out how to automate that, right? If you’re having somebody you know that is entering data from one system to the other system, figure out how to connect that with with, like, an API, right? If you don’t have online booking, because you would rather book it yourself, think of a way to like, invest in online booking that benefits the consumer and benefits you, so that you don’t have to actually do like back and forth or that day doesn’t work for me. Can you do this day? That day doesn’t work for her. Can you do that day? I still see so many websites out there that don’t have online booking, and I can understand from a management perspective of why, why you don’t. But for one, the consumers like it, and for two, like you can figure out a way to implement it, and I highly recommend it, and then make sure you know, once you have that it implements into all your other systems. So everything is is connected, right? So if a lead hits the website, if they hit, like the chat bot, if they hit the contact form, if they hit the booking, you know that stuff can be passed through to to the EMR, right? And then that stuff can be passed through to the accounting, and that stuff can be passed through to when you want to send out mass text messages or mass emails or specials, or all that stuff, right? And take the time to invest in the people that run the technology for you, or the digital marketing or whatever it is, right? Get to know them, right? These, these vendors, I mean, they have created something that’s to solve a problem, just like you guys have, right? So get to know all of the EMR providers out there. Get to know all the digital marketing companies out there, right? Get to get to network. I mean, I mean, go to conferences, talk with people. That’s a great way to understand, like, well, how are you running your business, and what’s working for you, and what tools have you invested in, and why is it working? And, like, basically the whole entire point of this exercise is to save time, give your patients a better customer experience, and then also systemize, systematizing things and increasing productivity. Okay, so for 2022, I challenge you immensely to really. Haley, look at your esthetics practice from a tool standpoint and from a process standpoint. And what’s funny is you may have already have some some great tools and some great processes and and I see a lot of times like these tools that these tech companies build growth. 99 for example, we have a huge feature set of tools, and we see our clients only using a small percentage of everything. And sometimes tickets will come in, like support tickets, they’ll say, can we, is there a way that you guys can implement that? And we’re, well, yeah, you already have access to that feature. Here’s how to use it, and here’s how to implement it. And and they’re, they’re so happy, but tap into some of that stuff, you know, make sure that you understand how to use the tools and service and support team that you already have. Right? Some of these tech companies will have webinars, they’ll have training, they’ll have online training, they’ll have an FAQ base, they’ll have a customer experience team that will get on the phone with you, you know, so make sure you understand how to leverage all the tools and technology that you’re paying for. In fact, I read a stat the other day that Salesforce had came out with, or a very large CRM company, largest in the in the world, and they had said, you know, based off of a survey that they had published their users of the system, they have, you know, millions and millions of people that use their system. But, you know, they only saw it was like less than 20% of the all the tech that they’ve created that is actually being used within the environment. And so if you’re paying, you know, a monthly service agreement for these technology tool assets, make sure to to understand how to use them to the fullest benefit and value. And the best time to look at that stuff is when it’s quiet, right? So, like I’ve said on a few episodes prior, you know, take advantage of those, those early morning weekends when the family’s still sleeping and things are still quiet, and that’s a great time to work on your business, you know. And if something comes into your mind when you have a busy work day where you’re seeing patients all day, you know, write it down, or put it in your notes, or send yourself an email or something, and then you have, like, a really good to do list to work on your business during those early mornings. It’s helped me a lot throughout my career. There’s a lot of things that have to get done, and I’ve always, I think I’ve done a pretty good job actually, kind of creating that task list that that basically is like not working in the business, but working on the business to help accelerate the business and help it improve, from processing, perspective, customer experience, perspective, employee perspective, and you just don’t have the time to do it like during the work day, right? Because we’re super busy with life, what’s going on? So jot that stuff down. And even if you’re like, oh, I don’t have that, I don’t I just don’t have the time. I don’t have the time to do it, find the time. There’s always, there’s always the time. And I know if you, if you take and invest in doing it, you’re gonna save a tremendous amount of time later. So it’s like, okay, like, I don’t have the time to do it, but if you invest in actually implementing it, you’re gonna save X amount of hours for in the long term. So do that calculation, and hopefully that will, you know, motivate you to take action. All right, so everybody, thank you so much for tuning in again. This is Cameron Hemphill with medical millionaire. Again. If you found this content valuable, please share it. Please share it. Let’s keep the conversation going. We are heading to am spa next week in Las Vegas. We will be there. We’ll be at the it’s at the Wynn Hotel. Some of the most well known injectors and speakers are going to be there. It’s it’s am spa, and it’s an incredible conference. Our booth is 416, we have a pretty large booth, and myself and a couple team members will be there. So we’d love to meet you. If you’re going to be there, please, please come say hi and pay a visit, and we’d love to interact with you. So again, if you need any help with your marketing coaching technology needs, we’d love to help you again until next time, happy injecting you.