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Welcome to the Brian Wright Audio Experience

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, a podcast dedicated to helping

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entrepreneurs grow their business , make

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more money and successfully navigate

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through the chaos of life , all

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while working , spending and stressing

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less . And now your host . He's

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a husband , a father of two , an

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international business and life coach , and

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a trusted motivational speaker for some

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of the most respected companies in the world

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, such as Invisalign and many others

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.

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Brian Wright , hey

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, brian Wright Show Nation . Welcome inside the broadcast

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booth , brian Wright here . Welcome into another edition

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of the Brian Wright Show . If you're watching on our YouTube

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station , hey there , appreciate your support , as

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always . Thumb this video up for us and share

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it with your friends and colleagues . If

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you're listening on all the audio experience channels

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out there . Thanks for your support as well . Write

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us a nice five-star review . Give us just

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a good referral source to your friends , your

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colleagues , your family members , whatever it may be

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, anyone that wants to learn , get

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better , improve their life , their career , and

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or for the entrepreneurs out there , your businesses and career . And or for the entrepreneurs out

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there , your businesses . And we keep rocking along . Thousands

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of downloads . We're now in multiple

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countries and I love

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it and we're going to . You

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know I've I've told you this in a couple episodes . Sometimes the whirlwind

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with my other podcast , the new patient group podcast , and speaking for Invisalign

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and and just coaching all of you out there are private

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client customers that bring me in . Sometimes

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the whirlwind keeps me from doing more episodes

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than I would or less episodes

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than I would like . But we're back . We're

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back with another edition and today's going to be a very

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quick one , mainly a lesson . We've

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done a lot of leadership and culture

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so far on this podcast and

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I want to . While everything is

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leadership and culture so when we talk about

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hospitality training and verbiage

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and sales training , presentation

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skills all of that I still want all

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of you to think about is it still being

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under that leadership and culture bucket ? Because

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if your mindset isn't right , if your

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commitment to relentlessly training

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your people , if that mindset and

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commitment isn't there , then it doesn't

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matter , the training does not work . Okay

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, and today's kind of a two topic One it's leadership

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, it is mindset , because I need you to think about

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this different , but also how . You

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how and this is going to be a little bit of a series

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that I'm going to do , probably following

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up with the next episode that dives into the

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actual way . You need to train your

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receptionist how to speak , need

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to train your receptionist how to speak . We're going to dive into what

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the halo effect is . The

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halo effect has a huge impact on whether or not somebody is going to buy powerful psychological term

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. But today , the mindset that I need all of you to have if you

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want an increase in customers instantly

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. It could be whatever type of business you

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are you could be a doctor's office , you could be a law

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firm , you could be a realtor , you could be a

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day spa and I see this in day

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spas quite a bit , because a lot

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of you out there , if you're running a solo

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business and you're smaller

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, a lot of you think that you cannot

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of a receptionist , you can't afford

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it . And I am going to change your mindset

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today . Right One , there is an episode

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coming . It's not going to be today , but

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it teaches all of you how to look at numbers

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differently , how to put numbers in

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a cost aisle , but also

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how to separate things that are an investment

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. Right , we never look at stocks and go

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, ah , I can't afford and I don't want to

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buy any of them . No , we put money into stocks

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because they produce a return on that money

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without us having to work , and

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it's the same thing . As an entrepreneur , as a business

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owner , you constantly have to be investing

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in your business on things that produce

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a return on your time , your

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money , reducing your chaos , increasing

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your efficiency , like I said , increasing

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the money you make . You've

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got to constantly be putting things into that aisle . So , even though adding

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humans to your business sometimes can add

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stress , I want . The simple point today and

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this is the largest leaky hole

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all of you have out there is

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answering your damn

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phones . I cannot , and all

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of you have to . Just in your regular

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daily lives you have

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to pay attention on how many businesses

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you call wanting to

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buy . It could be I need to get my haircut

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. So I Google , I find five . I call

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the first one . They don't answer , and this is during

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regular business hours , fully

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staffed . And this

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happens Story

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after story after story

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after story that I

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could talk about right now on how

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me calling somewhere , them

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not answering and me going

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elsewhere and buying from somewhere else . You

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all have those stories too . If

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you simply pay attention or

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infinite mindset standpoint that I teach so hard all over the world on stage and privately

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with you as customers out there , that's not even your loss . When

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somebody calls your business and you don't answer

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and they buy somewhere else , the

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real loss is now you've also lost

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the repeat business from that

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person and you've also lost

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all of the referrals that come from

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that person for life . And

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these are part of the data points . That

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and the pain that you can't feel

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as a business . This is why people I talk about

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so much . You're out there , you're spending money on advertising

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, et cetera , et cetera , et cetera . And

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then you don't answer your damn phones . Now

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the next podcast we'll talk about . Okay

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, if you do answer the phones , why ? That's a loss

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too , because you don't train your

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receptionist on real sales

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and psychology , to know what to say , when

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to say it , how to say it , presentation

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, verbiage skills , and I'm going to go into

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the importance of that because for all of you , especially

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as small businesses , your phones are

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the largest leaky hole

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, largest lost opportunity cost

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there is . But you're not

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feeling the pain . We see

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it with my company , rightchat . That's over in

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healthcare that answers new patient calls for

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practices and we either answer

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all of them or we're the emergency

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backup . But a call center some of you out

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there you may have one they're worthless , like

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nobody's leaving a voicemail anymore

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, everybody's just going to the next person on

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Google . And when this happens

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you don't feel the pain because whatever you charge

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, it could be a hundred bucks a case . Your average customer

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and you should know this number , what your average sale

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is worth . You

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don't feel it because it doesn't go

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into your bank account and then it isn't ripped

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out , and this is something I'm so

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, so , so passionate about

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, because all

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of us feel it whenever we're

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shopping around . It's aggravating when somebody

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doesn't answer . It's aggravating when

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they do answer and don't handle the call right

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. But we all have called business

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after business , after business that didn't

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answer their damn phones , after

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business after business that didn't answer their damn phones , forget after hours Like should you

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answer them too ? Yeah , but the main leaky hole

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is when you're fully staffed , right in the middle of the day

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and I brought up spas earlier the reality

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of the spas is a lot of times you

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get a one-person operation and

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she's doing the facials , the

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massages , whatever it may be , or all the above

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, and meanwhile when you're in

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a session and the phone rings , what happens ? You don't

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answer it . And I

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have whether I've been a customer at places like

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that or I've called to be a customer

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at places like that I have seen one leaky

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hole after another Law firms , doctor's

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offices , I mean , think about all this . A lot of you

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all out there follow me . You know , you

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know my niche over in the doctor

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space the orthodontic dentistry . Think about

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if you typed in Invisalign . You see

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a commercial . You type in Invisalign into Google

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. Think about what you would do

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when you called the first orthodontist

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and they didn't answer . What would you do

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? You're not going to leave a voicemail . You're going to

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go to the second person on Google . You're going to

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call them . If they don't answer , you're going

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to go to the third person . You're going to get somebody that

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answers and handles that call right , makes

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you feel special and comfortable . You're going to schedule , you're

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going to go in , have to

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take the initiative to do whatever you can to get it . You have to answer

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the damn phones and

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this will increase your new customers , your new patients , your new clients . You will see a

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20% increase in one year just by answering

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the phones . For some of you you're going to see 30

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, 40 , 50 , 60 , 70 , 80%

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increases . I've seen that . I'm

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not going to sit behind the mic and over promise

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things , but you will all add customers

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and you've got to get

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your head off . Just like I've talked about their

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paper . You cannot look at the paper and go

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I can't afford a receptionist or

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I can't afford one that's untrained or whatever

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it may be . You can't do it because

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it is an investment to make sure those

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kept , those phone calls are captured and the

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real , infinite minded and this is hard is that

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you may look at and

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say , okay , let's say I hired a receptionist and

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let's say they added three more customers

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a month instantly . Well , the

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receptionist still costs more than

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what those customers are going to pay me right

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? So , like in the orthodontic profession , that charges

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five , six , $7,000 for an Invisalign

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case . If you add two

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or three starts just a month . Imagine

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the transformation from a revenue standpoint

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for that practice . But a lot of you out there

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, you don't charge that much per

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transaction . But what you have to remember

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is that this is the infinite mind

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. It's okay . How much now

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is the repeat buying of that customer

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? How much now is the referrals

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worth ? It's the ongoing journey

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and if you're sitting there going , well , I don't know if I can

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get a referral . That's a sign of why

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you need experience training . This is a

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sign of why you need this podcast . This

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is a sign on why you need what we teach

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, because if you're not getting

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at least one new customer from every

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one of your customers a year , you

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have a problem that needs

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to be fixed by teaching your team

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how to ask , when to ask , why

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to ask , creating an experience

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that's so unique for your customers that

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they feel obligated to go do that in return

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for you . So there's a domino

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effect from this , but you cannot look at it

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as a one transaction . You have to

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look at what's the next transaction worth

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? What's the lifelong journey of a

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customer worth to me ? What

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is also the referrals ? What are those worth

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to me ? A referral is always a better

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customer than

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some random Joe that finds you on Google , and

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it's also a much cheaper customer than some random Joe that finds you on Google , and it's also a

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much cheaper customer than some random Joe that finds you on

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Google . All right . So the simple message today answer

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your phones and all of you out

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there , every single one of you

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. You are losing business

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and for some of you , who have a higher transaction

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cost , you are losing millions in

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your existence by not

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picking up your damn phones

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. And these are things trust me

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on this these are things that not

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only happen to every one of you . This is another

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reason why our following is niche

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and how I make you all unique out there

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, because 99% of people

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they will leave

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after listening to a message like this and

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still do the same stuff . They will leave

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and still say I can't hire

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somebody , they will leave . And let's say you do have

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somebody , but you know they're distracted because

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they're also greeting people when they walk through the door

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. They're handling existing customer calls . Like

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you have them doing eight things . Those

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are still going to be problems . The niche is for

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those of you out there that are actually going to do

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something about it . It

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will transform your business . If

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you simply answer the incoming

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new customer calls that you are

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currently missing and you all

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are missing them , you just can't put

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your finger on the fact you are . You

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can't put the finger on the loss . You can't put the

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finger on the ongoing loss and you can't put

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the finger on the referral

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source loss that comes with that and

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how that adds up to thousands upon

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thousands of dollars over the course

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of your customer journey just

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by missing one call . All right

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, answer your phones . That's the message , everybody . Thanks

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for listening . We'll be back with another edition of the

12:06

Brian Wright Show in the near future . Bye

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, everybody .