How We Do Cross Practice Marketing

What is Cross Practice Marketing

Cross Practice Marketing (CPM for short), is how we educate our patients (and team!) on all the ways we offer life change through specific treatments and procedures.

Much more than the dreaded term “Up-Selling”, our provider’s instead believe that if they aren’t informing their patients on other ways to increase their confidence than they are failing at their job.

In other words, we don’t sell services, we sell confidence!

How Do We Do it?

CPM happens in several ways.

  • Through our Treatment of the Month cards. A simple, easy to understand educational card on one of the services (MedSpa or Surgical) to be given to every person that walks in our doors.

  • Through intentional remarketing ads. If a website visitor only engages with one type of page (MedSpa or Surgical), we teach them about the other side.

  • By simply asking. A combination of cards in our reception area and a monthly email will simply ask… “Are you interested in learning more about X?”

  • In the Meet Someone Move Someone moments that happen all of the time! We are lucky to have team members that love to talk about the treatments they’ve had. Through these natural and totally real moments we are educating people on what we can do as a practice to help them.

How Do You Decide?!

There are so many ways to do CPM! To avoid idea fatigue, we created some guardrails to simplify our process.

  • Simple and easy to understand for the patient

  • Simple and easy to understand and track for the team

  • Make sense for where the patient is in their journey

  • Not interfere with any ongoing sales or marketing campaigns

  • Protect our profits (so no to the airplane banners…)

Cross Practice Marketing is an incredibly important part of what we do— help people!

How to Contact CarolinasIT

I think by now we are all familiar with the IT “Ticketing” system. With our new IT company (CarolinasIT), that process will mainly remain the same but here are some changes to expect.

First, tickets will be ranked by a priority system ranging from 1 to 3.

How do I decide what priority it is?

  • Priority 3 – One user or small group of users affected, more of an irritation than a stoppage. Response will be within 4 hours

  • Priority 2 – Business Important – System or network feature impaired, impacting one or more users. Response will be within 1 hour

  • Priority 1 Critical Issues – Server or multiple systems. Response will be within 30 mins

How do I submit a ticket?

There are 3 ways to submit a ticket:

Visit support.carolinasit.com and log in with your credentials and answer the submission questions.

These questions will determine what priority your ticket is or you can submit the ticket and then select the lightening bolt to make it a priority 2.

Email ServiceDesk@carolinasit.com

These tickets populate as priority 3. To escalate them, call the support number and give them the autogenerated ticket number.

Call 919-856-2300 and select option 1

To submit a priority 1 ticket, you MUST call

Our Contacts:

Jeremy Williams and Jeff Raysor

Start Here

Start here

When everything else is pushed out of the way, the most important reason we exist as a practice is for our patients. Nothing matters more to any of us than serving them at the highest level possible.

I’m certain that no one reading this would disagree with that, and that’s why we’ve invested a disproportionate amount of time as a team creating, defining and improving the most effective way to care for the patients who make their way into our treatment chairs.

The following thoughts are the result of those countless hours. It’s our belief that if we document and commit to “our way” of doing provider visits, that we will be able to serve our patients better than anyone else in the world could and “protect our profits” on behalf of our team and practice.

What we know

As workers in the healthcare industry, we are wonderfully spoiled. Why? Because we know what most people don’t… We know that the best way to find yourself is to lose yourself in the service of others.

One way we provide our award-winning level of service is through the way we methodically and instinctively take a patient through their treatment process.

Said differently, we aren’t robots who follow a harsh, predefined regiment. Instead, we have a few principle-driven milestones which we honor. Everything in-between this milestones is limited only by our personal creativity.

The Milestones

The milestones below are designed to be followed each and every time a patient sits in your chair for a treatment or consultation.

provider-steps.png

But before we dive into each of these, let’s cover a couple critical ideas which they are built on… The “Curse of Knowledge” and why we “Protect Our Profits.”

Read the Next Article: The Curse of Knowledge »

The Curse of Knowledge

The Curse of Knowledge

The Curse of Knowledge is a phrase that our team adopted in mass while we were going through a phase of consuming all the Donald Miller content we could get our hands on.

The Curse of Knowledge is a simple idea that revolves around the fact that—on a scale of 1 to 10—experts tend to speak to customers at 7 or 8 and customers tend to make purchase decisions at a 1 or 2.

For example, let’s say you are considering one of our companies health insurance plans. If you were to speak with a health insurance salesperson, they would most likely end up speaking way over your head. There’s even a possibility that you would be even more confused and frustrated after you spoke with them than before.

Cookies on the Bottom Shelf

As a practice, we strive to “put the cookies on the bottom shelf” for our patients by acknowledging that:

  1. We have The Curse of Knowledge, and

  2. We will have a strong tendency to speak over their heads.

You’ll really notice this on our website. Instead of saying Liposuction we say “permanent fat removal.” And instead of saying Rhinoplasty we say “nose job.”

Psychologically speaking, the lower you speak to a patient on the Curse of Knowledge scale, the more likely they will be to trust you, feel comfortable around you, and enjoy their experience with you.

As a point of clarity, by no means do we “speak down to” or “dumb down” the education we provide our patients. We serve extraordinarily educated women and men—we just don’t assume they are educated in the same areas we are.

By starting the conversation with them at a 1 or 2 on the Curse of Knowledge scale, you are affording them the dignity of choosing how far they are interested and able to travel up the scale with you.

Read the Next Article: Protecting Our Profits »

Protecting Our Profits

Why We “Protect Our Profits.”

For many providers, there is a constant tension around money that exists within each of our patient interactions. One provider described it as, “a collision between my favorite and least favorite parts of life… caring for others and worrying about money.”

It’s Not a problem to solve. It’s a tension to manage.

Before we venture any further, it’s important to realize that this not a problem to solve—it’s a tension to manage. Said differently, if all we think about as providers is patient care, our entire practice will be on a path to financial ruin. And if all we think about is profit, we will be on a path to not having any patients to care for.

Medicine + Capitalism

Dr. Atul Gawande has written about some of the most difficult aspects of being a care provider in a capitalistic economy. In his best-seller, Better, he writes…

“Medicine in a capitalistic economy can be quite difficult. We often know the most intricate solutions, but we allow the question of ‘Can this patient afford this?’ to pollute our patient-provider relationship.

In these situations, if we are being honest with ourselves, the only thing polluting the relationship is the presumption that patients only want access to a small portion of our training and care. That’s downright offensive—perhaps, even unethical.”

At Skin Raleigh and Davis & Pyle Plastic Surgery, we refuse to allow our baggage about “feeling salesy” and “up-selling” to get in the way of serving patients at the highest level they desire to be served.

Are we sensitive to different financial commitment levels? Of course. We take extensive measures to help ensure a patient fully understands their treatment options and related outcomes. But we leave the question of “How much can I afford?” to the patient.

Read the Next Article: 1 to 10 + Examples »

1 to 10 + Examples

1 to 10 + Examples

So a patient is in your room…

After we have taken an important moment to personally connect with them, our first critical milestone is to document both a quantitative and qualitative self-assessment from the patient.

This self-assessment creates a roadmap for the entire rest of the appointment, and it also serves as a benchmark for future visits.

For example, let’s say that a patient is coming in for a breast augmentation consult with a surgeon. During the early portion of their consultation, the surgeon would say…

“Specific to your breasts… When you think about things like the size, shape, fullness and position, how would you rate your happiness with them on a scale of 1 to 10?”

Please notice the intentionality of how this question is phrased. Not only is the 1 to 10 scale presented, there are leading examples given as well (size/shape/fullness/position).

These examples are important for two reasons. First, they help the patient zoom out and take inventory of the entire area of concern. And also, their answer will give you guidance for what follow-up questions you should ask.

Follow Up Questions

Speaking of follow-up questions, here are some great ones we’ve collected from around the office:

  • “What specifically made you say a 4 instead of an 8?”

  • “If you could wave a magic wand, what would you change?”

  • “Tell me about your current skincare routine…”

Read the Next Article: Good / Better / Best »

Good / Better / Best

Good / Better / Best

The next important milestone that happens during a patient appointment is to provide the patient with a Good / Better / Best treatment plan and quote.

*For surgeons, you won’t provide the quote, of course. But you still setup and present the concept, as the PCC team will present your Good / Better / Best quote.

The spirit behind Good / Better / Best is simple… as providers, we should not “trust our instincts” and presume to know the degree of change patients are ready to make (or what they are able to spend.)

Therefore, we provide a wide spectrum of life-change for them to select from.

Let’s go to the dentist…

To illustrate this point, imagine you’re are at the dentist office and they asked you, “Specific to your smile… When you think about things like teeth whiteness, gum health and your bite, how would you rate your happiness with it on a scale of 1 to 10?”

Let’s say you rate your smile as a 6, because you feel your teeth are a little too yellow. In this instance, the dentist has near infinite combinations of treatment they can select from… toothpastes, strips, gels, etc.

Let’s imagine two scenarios…

Scenario 1

Imagine if the dentist only presented you with one solution, because she assumed to know how white you wanted your teeth to be, and how much you were able to afford… or maybe even based on how much she could afford. Offensive and hardly helpful.

Scenario 2

She starts rattling off dozens of ways you could improve the whiteness of your teeth. Somewhere in there you hear words like opalescence, tetracycline, and hydrofluorosilicic. You nod along, trying to follow. But by the time she is finished, the best you can come up with is, “I’ll think about it and let you know.” Frustrating and hardly helpful.

We are at risk of both of these scenarios happening in our our treatment rooms each and every day, which is why we created our simple Good / Better / Best cards.

Good / Better / Best Cards

Instead of the two scenarios above, what if your dentist handed you a simple card and spoke in plain language to you?

“When it comes to teeth whitening, there is a spectrum of change. The further we go down that spectrum, the greater difference you’ll see in your teeth. So let’s talk through three options…”

Screen Shot 2019-03-07 at 8.39.27 AM.jpg

“If you do nothing else, I’d strongly recommend you switch to our Brighter Smile toothpaste. It has tiny menthol crystals in it which safely polish and brighten your teeth 2 to 3 shades.

You could also combine the toothpaste with our medical-grade whitening strips to get 4 to 5 shades brighter. Or, if you want 7 to 8 shades whiter, we can combine the toothpaste with our in-office peroxide bleaching.”

Talk about zero-pressure and helpful! You have given the patient a clear path to different levels of change, and they are empowered to decide the price-point for themselves.

P.S. Presenting this spectrum of change is also the perfect moment to educate your patient at a level you haven’t done thus far! As an example, surgeons might show patients how a little liposuction in the armpit area compliments the appearance of breast implants.

Read the Next Article: Book Next Treatment »

How We Do Provider Visits

When everything else is pushed out of the way, the most important reason we exist as a practice is for our patients. Nothing matters more to any of us than serving them at the highest level possible.

We are spoiled as workers in the healthcare industry, because we know what most people don’t… We know that the best way to find yourself is to lose yourself in the service of others. And yet, many of us have allowed barriers to be developed between ourselves and the very patients we exist to serve.

Dr. Denton Cooley (the first surgeon to ever successfully implant an artificial heart) understands this…

“Medicine in a capitalistic economy can be quite difficult. We often know the most intricate solutions, but we allow the question of ‘Can you afford this?’ to pollute the patient-provider relationship.

If we’re being honest with ourselves, the only thing polluting our relationships is the offensive presumption that patients only want access to a small portion of our training and care.”

At Skin Raleigh and Davis & Pyle Plastic Surgery, we refuse to allow our baggage about “up-selling” and our “Curse of Knowledge” to get in the way of world-class patient care.

Are we sensitive to patient’s different financial commitment levels? Of course. But we leave the question of how much a patient should spend to the patient.


Overview

This article specifically covers the guardrails that all of our providers have around their patient visits. Specifically for Skin Raleigh, the items below are designed to be followed each time a patient sits in your chair for treatment or consultation.

The most important question

As a provider, you have “The Curse of Knowledge.” In other words, you must throttle yourself back in order to meet a patient where they are at.

That’s why we ask every patient a 1 to 10 question:

“On a scale of 1 to 10, how happy are you with your (fill-in-the-blank)?”

As a provider, you should fill in the blank with the word or phase that makes the most sense. Then, don’t leave them trying to figure out where to start. Instead, give them a handful of guiding examples. For instance, a surgeon seeing a breast aug consult would say…

“On a scale of 1 to 10, how happy are you with your breasts? Think about things like size, shape, fullness, and position.”



Patient Care Coordinating is one of the most difficult jobs we have in our practice—especially since the standards we hold are leaps beyond what is expected of other PCCs in the industry.

Imagine the surgeon as a college professor and yourself as the guidance counselor. You’ve been through this before, and your job is to be the moving walkway at airports…

I’ve been where you’re at. I know what it’s like. And you don’t have to worry about anything from this point forward, because I’m going to make sure that you have and know everything you’ll need.

Our Three Principles

During consultations, there are three principles we follow to ensure the patient is both well-informed and connected with at a world-class level. We refer to these principles as:

  • The Trust We Build

  • The Boxes We Check

  • The Language We Speak


 
shield (2).png
 

The Trust We Build

Before anything should actually be discussed or accomplished with a patient, we must build empathetic trust—that is, trust that comes from finding something in common.

That can be anything from where you were born, to season of life, to mutual friends, to kid’s schooling, etc.

It is essential that you not rush this portion of the consultation, because everything you will guide this patient through will hinge on them feeling a personal connection with you.

They should be smiling and relaxed before you discuss anything specific about their procedure.

list.png

The Boxes We Check

During a consultation, there are several essential items that we must cover with patients. Each of those items can be found here…

(Need this info from PCCs)

love.png

The Language We Speak

We make a big deal about how we speak with patients, and we have done a significant amount of psychological research on this area.

Deriving from that research, we use a 3-step mental model to walk our patients through each box that we check:

 
Untitled-1.png
 

This mental model will be used dozens of times throughout a consultation. Let go over each step…

Empathize With a Story

“This person understands me” is one of the most important sentiments for a potential patient to believe during their consultation. The fastest way to build empathy is with a story that proves you’ve been in someone’s shoes.

“I remember how overwhelmed I felt when it came to figuring out how I was going to cover my procedure. My mom was telling me to get a credit card, my best friend was telling me to pay cash, and my neighbor said I should be investing in Bitcoin instead. I felt a little frozen, honestly.”

Textbook First, Picturebook Next

A common temptation during a consult is to be too clinical and prescriptive with our verbiage. Instead, set the topic up with a clear textbook-like statement, and then paint a picture in the patient’s mind to help them visualize the reality of the moment.

That’s why we’ve put together a few simple payment options for you to choose from.

“If the most important thing to you is saving a little bit on the total cost, you can take advantage of our cash or check discount. Or if you prefer not to use your current debit or credit card, we also have an application you can fill out with our financing company.”

Questions That Go Somewhere

Just like when responding to an email, we always avoid questions that assume patients know what to ask. For example, if we were to say, “What other questions do you have?” we are forcing a patient to stumble along the path alone.

Instead, we super-serve our patients by asking them questions that are going somewhere.

“Instead of giving you every detail about each of these, do you find yourself gravitating towards one versus the others?”


Wrapping It Up

At the end of the day, Patient Care Coordinators are advocates. Your job is to have everyone’s backs… the patients, your fellow PCCs, the surgeons and the Clinical Teams.

Everywhere else, PCCs are only expected to transfer information in a transactional way to patients. But not here… we establish meaningful relationships and treat every single patient like they are our most important patient.

Book Next Treatment

So the patient’s treatment is over, and it’s time to start wrapping the appointment up. That’s where our next milestone happens!

In the past, we relied on our Front of House team to schedule all follow-up appointments and next treatments. But then something really cool happened… we started measuring things.

One day we decided to start measuring what percentage of MedSpa patients booked their next appointment when the responsibility was on the Front of House team. The data came back around 30%. Said differently, 7 out of 10 patients were leaving our practice with no commitment of ever coming back in. Yikes!!

Now to be clear, we didn’t attribute this low conversion rate to a lack of skillset at the Front of House. Instead, we had a hypothesis that the Front of House team simply didn’t carry enough medical authority for the patients to feel comfortable booking with them.

So, in an effort to get patients to make stronger commitments, we pivoted the responsibility to the providers. And check this out…

In every single case, over 70% of patients booked their next treatment!

A change like that not only saves the practice a tremendous of money in advertising and team member hours, but it helps ensure our patients are getting the frequency of treatment necessary to achieve their personal goals.

Talk about a win-win!

Read the Next Article: Service of the Month »

Service of the Month

The final milestone of “How We Do Patient Visits” occurs at the very end of your patient’s visit.

One of the biggest pain points we have experienced as a practice is when we hear a patient in our MedSpa say things like, “Wait… you guys do breast augmentation here?” or a surgical patient say, “I had no idea you had a MedSpa!”

Said differently, it’s not unusual to find out our patients have been getting treated at a practice down the street for services they had no idea we offer.

Getting It Fixed

In an effort to help educate our patients, we introduced a milestone called “Service of the Month.” This milestone is simply a way to help ensure our patients know all the different ways we can serve them and their friends. This milestone is covered by handing our patient a printed card with a one-sentence explanation.

Bringing back our dentist office example — Imagine at the end of your visit your hygienist handed you the card below and said…

“In case you happen to have a friend who might be interested in getting Invisalign, I want to make sure you know we have the most wonderful orthodontists on our team.”

invisalign vs braces.png

Similarly, this is one of the most important ways we let our current patients know how we can further serve them. For example, let’s say we are featuring breast augmentation. We would say…

“In case you happen to have a friend who might be interested in getting a breast augmentation, I want to make sure you know we have the most wonderful plastic surgeons on our team.”

The verbiage here is very important here. We don’t say, “In case you are interested in a breast augmentation…” Nope! That would seem like we were actually saying, “Girl, you need implants!” 😳

This milestone takes place in the MedSpa at the end of the provider appointments, and it happens on the surgery side with the patient care coordinators.

Revision Assurance

Why Revision Assurance?

First and foremost, we are in the business of improving our patient’s emotional outlook. As you know, surgery isn’t perfect and at times requires a revision. Therefore, the risk of having to pay for additional surgery can create anxiety for many patients.

Since revisions typically run between $2,500 and $7,500, we have created a financial protection service called Revision Assurance. The primary purpose of Revision Assurance is to help our patients alleviate the worry about having to cover revision expenses on their own.

The Patient Experience

Surgical patients will be educated about Revision Assurance by their Patient Care Coordinator during the patient’s consultation—including how much it costs. We have designed the following card to help with that conversation…

 
Revision Assurance.jpg
Revision Assurance2.jpg
 

How Much Does Revision Assurance Cost?

For primary surgeries, Revision Assurance is a flat rate of $250 per surgery. For revision surgeries (from outside surgeons) Revision Assurance is $1,250.


Pre-Op: Revision Assurance Agreement

This agreement covers all the details of Revision Assurance, and every patient will need to sign the agreement to either accept or decline protection at their pre-op.


How Much Do We Charge for Revisions?

Now that we offer Revision Assurance, all revisions are billed at $2,500 per hour. When quoting these revisions, the surgeon will need to be consulted for how long they will require.

How We Do Patient Care Coordinating

Patient Care Coordinating is one of the most difficult jobs we have in our practice—especially since the standards we hold are leaps beyond what is expected of other PCCs in the industry.

Imagine the surgeon as a college professor and yourself as the guidance counselor. You’ve been through this before, and your job is to be the moving walkway at airports…

I’ve been where you’re at. I know what it’s like. And you don’t have to worry about anything from this point forward, because I’m going to make sure that you have and know everything you’ll need.

Our Three Principles

During consultations, there are three principles we follow to ensure the patient is both well-informed and connected with at a world-class level. We refer to these principles as:

  • The Trust We Build

  • The Boxes We Check

  • The Language We Speak


 
shield (2).png
 

The Trust We Build

Before anything should actually be discussed or accomplished with a patient, we must build empathetic trust—that is, trust that comes from finding something in common.

That can be anything from where you were born, to season of life, to mutual friends, to kid’s schooling, etc.

It is essential that you not rush this portion of the consultation, because everything you will guide this patient through will hinge on them feeling a personal connection with you.

They should be smiling and relaxed before you discuss anything specific about their procedure.

list.png

The Boxes We Check

During a consultation, there are several essential items that we must cover with patients. Each of those items can be found here…

(Need this info from PCCs)

love.png

The Language We Speak

We make a big deal about how we speak with patients, and we have done a significant amount of psychological research on this area.

Deriving from that research, we use a 3-step mental model to walk our patients through each box that we check:

 
Untitled-1.png
 

This mental model will be used dozens of times throughout a consultation. Let go over each step…

Empathize With a Story

“This person understands me” is one of the most important sentiments for a potential patient to believe during their consultation. The fastest way to build empathy is with a story that proves you’ve been in someone’s shoes.

“I remember how overwhelmed I felt when it came to figuring out how I was going to cover my procedure. My mom was telling me to get a credit card, my best friend was telling me to pay cash, and my neighbor said I should be investing in Bitcoin instead. I felt a little frozen, honestly.”

Textbook First, Picturebook Next

A common temptation during a consult is to be too clinical and prescriptive with our verbiage. Instead, set the topic up with a clear textbook-like statement, and then paint a picture in the patient’s mind to help them visualize the reality of the moment.

That’s why we’ve put together a few simple payment options for you to choose from.

“If the most important thing to you is saving a little bit on the total cost, you can take advantage of our cash or check discount. Or if you prefer not to use your current debit or credit card, we also have an application you can fill out with our financing company.”

Questions That Go Somewhere

Just like when responding to an email, we always avoid questions that assume patients know what to ask. For example, if we were to say, “What other questions do you have?” we are forcing a patient to stumble along the path alone.

Instead, we super-serve our patients by asking them questions that are going somewhere.

“Instead of giving you every detail about each of these, do you find yourself gravitating towards one versus the others?”


Wrapping It Up

At the end of the day, Patient Care Coordinators are advocates. Your job is to have everyone’s backs… the patients, your fellow PCCs, the surgeons and the Clinical Teams.

Everywhere else, PCCs are only expected to transfer information in a transactional way to patients. But not here… we establish meaningful relationships and treat every single patient like they are our most important patient.

What To Do If...

What to do if the server goes down:

The guest network is separate from the secured network that most of our devices run on. If the server goes down, you can connect to the guest network.
Name: DavisPyleGuest
Password: Welcome!

 

What to do if the internet goes out in the building:

You can turn your iphone into a hotspot (we will reimburse for data costs!) and connect to internet that way! Go to settings> Personal HotSpot> and turn it on!

 

What to do if Nextech Cloud isn’t working:

The first thing to do if you are on an IPad is to make sure that it’s updated to the latest version of the software! You can do this by clicking the Gear Icon, general, and then software update.

If that doesn’t work, power the device off and back on. Sounds silly but a lot of the time, it works!

If you are still having trouble, give Nextech a call (866-654-4396). Our account can be found by our phone number (919-785-1220) or by our practice name, Davis & Pyle Plastic Surgery.

 

What to do if you are having computer/printer/outlook issues:

-Try turning the devices off and back on. 

-If that doesn’t work, hop on the #needhelp slack channel. The odds are pretty good someone around has run into the issue before and can help!

-No luck? Submit a ticket to HelpMe@eyenetsecurity.com (soon to be carolinasIT)

 

What to do if our phones go down:

If possible, try to roll them to the answering service so they can take messages for us. Call the office number and wait to speak to someone at the answering service and let them know what’s going on.

Call TRM and let them know 919-779-0776. They will be able to let us know if it’s an “us” issue, or a Spectrum issue.

If it’s a spectrum issue, call them to notify them of the outage and get an estimated timeframe.

 

What to do if there is a major/urgent building issue:

Call: 704-442-0222 and alert them to the problem 

Kyle Kneeland, our property manager can be reached at his cell or office:

Office 704-442-0222

Direct 704-749-7242

 

What to do for smaller building issues/maintenance:

Submit a work order https://flagshiphp.com/tenants/

If you don’t have a log in, ask your team leader to help!

 

What to do if you need a key to a space in the building:

All keys to our spaces are located on the “Shamrock” key chain located next to the DP check in computer

 

What to do if you need a company card:

Reach out to your team leader!

 

If you get locked out:

The building is open the following hours:

M: 7a-8p

T: 6:30a-8p

W: 5:45a-8p

Th: 7a-8p

F: 6a-6:15p

Sat: 645:a-2p

Sun: Closed

 

If you need to be here outside of those hours, please contact your team leader!

 

What to do if you need to contact the cleaning crew:

Margaret Moore is our contact person for the cleaning crew, The Budd Group.

Phone: 336-343-9405

mmoore@buddgroup.com


Referral Bounties

Amazing people are connected to amazing people, and that’s why we need your help when hiring for open positions!

Our Referral Bounty (also known as the “Keep Crazy Out of Our Practice” bounty) offers a $400 bonus if we hire a team member who you played a major role in bringing to the table and getting them hired.

One Simple Question

Before you recommend someone for the role, please ask yourself one simple question: “Am I willing to put my personal reputation on the line for this person?” If the answer is yes, then refer away!

Team MedSpa Treatments

We are delighted to give all of our team members access to services and products at our MedSpa! To do so, we use a simple points system.

How It Works

Each eligible service has a certain number of points associated with it. These points are based on two primary aspects:

  1. The time the procedure takes

  2. The hard financial costs to the business

 
Screen Shot 2019-03-05 at 5.57.06 AM.jpg
 

*Points are only eligible for use for active team members.

How To Earn Points

On your anniversary, you will be given 5 points. Additional points can be earned by doing something absolutely phenomenal, or by winning our Above & Beyonce Award.

*Since we have had some questions around anniversaries and point rewards, I wanted to share the system we’ve come up with for the rest of 2019 so that it makes sense.

 

Everyone was given 5 points on March 5th. Here’s how additional points will work if your anniversary is after March 5th in 2019.

 

Additional points after March 5th for Anniversaries based on when your anniversary is:

Quarter 1: 1 point

Quarter 2: 2 points

Quarter 3: 3 points

Quarter 4: 4 points

Beginning in 2020, 5 points will be awarded on your anniversary date.

When can team members have treatment?

Each quarter we have Team Saturdays in which team members can redeem their points for treatments.

What if I run out of points?

No problem. During Team Saturdays we offer 50% off all services and products.

When do my points expire?

Points never expire!

What about treatments during business hours?

As long as you’ve taken PTO or are on your day off, you can make an appointment during business hours and receive 20% off our retail services.

*Points are not eligible for use during regular business hours.

How do we schedule Team Saturdays?

We will send quarterly surveys for each team member to list, in order of priority, the treatments they are hoping to receive. From here, we will schedule for Team Saturday and let you know when your treatment is! We will reach out and let you know if we aren’t able to accommodate a treatment for any reason.

Are there exceptions?

Yes! We ask that all members of the team be understanding that it benefits the practice to invest marketing dollars into the treatment of some of our more public team members whose role involves going out into the community and talking about what we do.

Psst! Because it benefits the business, that means it benefits your profit sharing as well! ;-)


If you have any feedback about our team member treatment plan or run into any frustrations, simply bring it to your leader or Lorianna directly.

We are so grateful to Dr Davis and Dr Pyle that services are offered for each member of our team to enjoy!

Retirement Plan (401k)

Our 401(k) benefit is one of the most tremendous benefits Dr. Davis and Dr. Pyle provide for us. Not only do we get to select between two different types of 401(k)s, we can also qualify for a benefit called, “Non-Elective Deferral.” AKA, free money. Let’s dive in to the logistics…

Types of Plans

We offer two types of 401(k) options for team members who are eligible:

  • Traditional 401(k)

  • Roth 401(k)

To learn the differences between the two plans, see this article.

Types of Contributions

There are two types of contributions that we will talk about in this article:

  • Personal Contributions – Contributions you personally make into your 401(k).

  • Practice Contributions – An additional contribution made the practice makes into your 401(k), averaging about 7.5% of your gross income (the amount of money you earn before anything is taken out for taxes or other deductions).

Eligibility

Personal Contributions
There are two requirements to become eligible to personally contribute to your 401(k):

  • You must average at least 30 hours per week

  • You have been here 12 months on either January 1 or July 1

For example, let’s say you average 36 hours per week and were hired on March 12, 2018. You will be eligible for our 401(k) benefit on July 1, 2019.

Practice Contributions
In addition to the requirements for Personal Contributions, there is one additional requirement to become eligible for Practice Contributions:

  • The U.S. Government doesn’t classify you as a “Highly-Compensated Employee”

Vesting

It’s important to know that the entire amount of the practice’s contributions into your 401(k) are not immediately “vested.” Said differently, some of the money that is set aside for you comes available in different increments.

Referencing the chart below, here’s an example. Let’s say you leave the company following your 3rd year of being eligible for the 401(k) plan. You will be 100% entitled to the Safe Harbor contributions that were made in your name and 60% entitled to the 401(k) Profit Sharing contributions that were made in your name.

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Profit Sharing

What is Profit Sharing?

Profit Sharing is one of the most exciting benefits that was over two years in the making. Here’s how it works…

At the end of each month, Dr. Davis and Dr. Pyle generously set aside a portion of the revenue that they are fully entitled to take home, and they choose to invest it back into our team’s paychecks. How amazing is that?!

Said differently, the more we can increase revenue and decrease expenses, the more reward each of us will get each month. It’s simply another way that Dr. Davis and Dr. Pyle say, “Thank you for everything you do to make this place more stable. It’s seen, and it’s appreciated.”

The Three Factors

The amount of the Profit Sharing pool that you receive will be based on three factors, detailed below.

Tenure – Because you should dance with the girl who brung ya. Said differently, people who have been around a long time should be rewarded at a higher level than someone who has only been around for a half second.

Indispensability – Are you a Linchpin? Are you an Ideal Team Player? Team members who contribute a disproportionate amount, compared to the time they’ve been here, are truly indispensable.

Attitude – Are you always extremely positive regardless of the situation? Or are you hard as heck to work with because you’re always gossiping, complaining, and saying “that’s not my job.” Simply put, the better your attitude, the more money will be in your profit sharing check.

How It’s Calculated

Indispensability and Attitude will be scored quarterly for each team member on a scale of 1 to 5. The higher your score, the more of the Profit Sharing pool you will be entitled to.

The meaning of each number:

  • 5: Simply out of this world. Take all the money.

  • 4: Wow, you went above and beyond all last quarter!

  • 3: Excellence. This is the default score and everyone’s bar.

  • 2: You’re missing our standard of excellence.

  • 1: How are you still here?

FAQs

How often is Profit Sharing paid out?
The previous month’s profit sharing is paid out on the 15th of the following month.

When am I eligible?
You will start accumulating profit sharing after 90 days of being on our team.

How much do Dr. Davis and Dr. Pyle put into the pool each month?
None’ya.

Finance Peace University

After several of our team members went through Dave Ramsey’s Financial Peace University, it became clear that this course has the ability to empower everyone in the area of personal finance.

We are so happy to include Financial Peace in our benefits package, and we will cover the tuition for any team member and their family to go through the course—regardless of Work Schedule.

What is Financial Peace University?

FPU is a 9-week course that will cover all the basics of personal finance that most of us were never shown how to master:

  • What insurances you should and shouldn’t have

  • How know you’re saving enough for retirement

  • How to create a budget that actually works

  • How to have an emergency fund to protect you from rainy days

  • How to pay off your house and give like you’ve always wanted to

How to Sign Up

Simply let your team leader know that you want to go through the course, and they will take it from there.