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Врачи лечат, но не продают: сколько денег теряет клиника? — Transcript

by Владимир Якуба · 8,606 words · 1,427 segments · language en · Watch on YouTube

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0:02Young people, twenty-year-olds, please
0:04don't bother, you have low margins.
0:06>> When my head of sales said that, we
0:08bought him a ticket back to Moscow. He
0:10>> actually said that?
0:11>> Basically, yes.
0:12>> We agreed, colon. We didn't agree on
0:15anything. And that's when I realized I
0:17was doing the wrong thing. Yes. Price
0:19not suitable?
0:20>> Well, that's the cost.
0:23>> I see,
0:25>> I see.
0:26>> Oh, you're overacting. Oh, well, okay.
0:30We're drawing up some schemes here, and
0:31you have everything simpler. Right
0:33after that, one wants to say: "Lord
0:35Almighty."
0:37>> Hello, everyone. My name is Elgizyar.
0:40It's a Bashkir name. I am a guest here.
0:45I've been working in dentistry for the
0:48last 2 years. We have three clinics.
0:51>> And how old are you, Gizyar?
0:52>> 31.
0:53>> Aha. And what did you do before that?
0:55>> Consulting. That business still exists,
0:57but it's fully outsourced now. And what
0:59, what? Consulting on what?
1:00>> Selling ready-made businesses across
1:02Russia. Selling ready-made businesses.
1:03Consulting, business valuation, and
1:06sales.
1:06>> Aha,
1:08>> yes,
1:09>> got it.
1:09>> In April, we opened a clinic in
1:11Yekaterinburg called All SMES. It's
1:13located nearby at 4 Moskovskaya. Come
1:17by, it's mostly for those 50 plus. Yes,
1:20and it specializes.
1:22>> You immediately see a more promising
1:24client. Yes,
1:25>> yes, yes. Young people,
1:27twenty-year-olds, please don't bother.
1:28>> Yes,
1:29>> you have low margins. Uh-huh.
1:31>> And we specialize in implants,
1:34prosthetics, and a bit of therapy.
1:38>> That's all.
1:38>> Uh-huh.
1:39>> 60
1:40>> 60 years old.
1:41>> Well, it varies.
1:42>> Yes. No, you know, I got an implant
1:43myself, and I'm 42. The first in my
1:45life.
1:45>> Yes,
1:46>> in vain. Yes.
1:47>> Yes. No, it's good
1:48>> for you. It's good. But my song is
1:51getting tangled. I went to him three
1:52times already, and I was told it needs
1:54to be redone. What needs to be redone?
1:55they said. So how many clinics do you
1:58have in Moscow?
2:00>> Three.
2:00>> Three clinics in Moscow. 1, 2, 3 is
2:03Moscow and one clinic
2:06>> in Yekaterinburg.
2:07>> Yekaterinburg? Yes. And why did you
2:08open in Yekaterinburg?
2:09>> Well, we saw prospects here. A good
2:12market.
2:12>> Novosibirsk, Voronezh.
2:13>> Novosibirsk is taken. We have other
2:15partners there already.
2:16>> Is it like a franchise?
2:17>> No. No.
2:18>> You're just with the guys here, right?
2:20Yes. Yes. Yes, yes, yes. There is also
2:22a group of companies for another clinic
2:24. There. You try not to step on each
2:25other's toes, right? Not to overlap.
2:26Yes,
2:27>> well, because we communicate among
2:28ourselves and we have it the same way.
2:29>> And in Voronezh?
2:31>> In Voronezh, I don't think so.
2:32>> I'm just listing large cities,
2:34>> yes. Well, we started with
2:35Yekaterinburg because first of all,
2:36there are 1.5 million people here. It
2:38is one of the largest cities. And here,
2:40in terms of market competition, when we
2:43studied and looked into it, we saw this
2:45would be better than, for instance, Ufa
2:47. Yeah. And, well, we were choosing
2:50between Yekaterinburg and Kazan. I
2:51think Kazan will be the next city.
2:53>> Uh-huh. Yeah. And then, maybe, move on
2:55to me later.
2:56>> I see.
2:57>> Alright, let's get to work now. Where
2:59now?
2:59>> Here, in Yekaterinburg.
3:00>> Uh-huh. Uh, for long?
3:03>> Four, 3 months. Going on the fourth.
3:05>> Did you come from Moscow?
3:06>> Yes, I arrived from Moscow.
3:08>> How long have you had the clinic in
3:09Yekaterinburg?
3:10>> Since April.
3:10>> So you opened it first, everything ran
3:12without you for a while, and then you
3:13decided to come?
3:14>> Yes. Yes. Because I wanted to see for
3:16myself, as a manager, if I could handle
3:18this story on my own. It was just out
3:20of sporting interest, roughly speaking,
3:22and I decided to take over management.
3:24So, I arrived 4 months ago and
3:26immediately brought my head of sales
3:28with me. To have help, you know,
3:31someone to handle sales with the
3:33curators and so on. Yeah. And
3:36>> what’s the turnover for all clinics
3:37and for Yekaterinburg separately?
3:39>> I can't say for all of them. For
3:40Yekaterinburg, it was 20 million last
3:41month.
3:42>> Well, at least something. Uh-huh. So,
3:44Yekaterinburg, 20.
3:45>> I can't say the total, because, well,
3:46those numbers probably shouldn't be
3:48shared. What's there? Like that, really
3:52? Or are there even bigger numbers?
3:55>> Well, yeah.
3:57>> What, a billion or something?
3:59>> If we're talking about the year, then,
4:01well, probably more.
4:02>> More than a billion for the dental
4:04clinics. That's Moscow.
4:09>> There you go. Three private clinics.
4:11Yes. Three clinics. And how many chairs
4:13per clinic in Moscow on average? Six to
4:15seven.
4:16>> Six to seven chairs. Yes.
4:17>> Yes.
4:17>> Uh-huh. And that's when I realized I
4:22was in the wrong business. Yeah.
4:24>> No, it's actually a very complex
4:25business and you have to be patient. We
4:27only reached profitability in
4:29Yekaterinburg about three months ago, I
4:31guess. I arrived four months ago and we
4:33reached profitability in just one month
4:36.
4:36>> The first one.
4:36>> And now
4:38>> now we're in the black. And, looking at
4:40February, sales dropped by half, so I
4:42immediately started looking for someone
4:44to help with sales here, saw you right
4:47away, and came to...
4:48>> Oh, don't you worry, it's just that
4:49February has fewer days, so...Yeah.
4:51>> Yeah, we think so too.
4:52>> That's what salespeople say.
4:54>> When my head of sales said that, we
4:55bought him a ticket back to Moscow. He
4:57>> actually said that?
4:58>> Practically, yes.
4:59>> Wait, well, maybe this was my student.
5:01>> Yes, yes, we should take a look.
5:03>> For what? Well, give them to me, I need
5:06such people for the archive. Aha. I see
5:09. So, in Yekaterinburg you had 20
5:11million, and now it has become
5:14>> we haven't reached ten yet, but I think
5:15we will in these last few days. So
5:17>> it's less than ten now, right?
5:18>> Yes,
5:18>> at the moment.
5:19>> Aha. 10 million, it was 20 in January.
5:22>> Yes.
5:23>> No, and the January holidays or was
5:24December also okay, right?
5:26>> In December it was, yes. Plus or minus,
5:27yeah. Moreover
5:29>> Uh-huh.
5:29>> They went.
5:30>> Got it. And let's see if we can figure
5:32out why.
5:33>> Yes, yes, yes. It was very interesting
5:36to listen to you and get some feedback
5:37there. Maybe there are some dental
5:40clinics here, we can chat later.
5:42>> Uh-huh.
5:45>> If there are dental clinics, what kind
5:47of feedback did you get?
5:48>> Are there any dental clinics? I
5:51>> And who is involved in delivery from
5:53DEKA, tell me: "Are there delivery
5:54people here? Now there will be IT guys,
5:58right". Ah, and how is it there? Dizzy,
6:01yeah, designers. Uh-huh. And what do
6:05you think, if we divided all the
6:08problems in the sales department into
6:11four parts, what would they be, in your
6:14opinion? Control.
6:17>> Uh-huh. I'm glad you started with that,
6:19because that's exactly the trouble.
6:23Everything I've talked about here,
6:24you've written down there. If you don't
6:26control it, well, people will just
6:28troll you. Well, in general, it won't
6:30be implemented,
6:30>> right?
6:31>> Just a question. Control. There is
6:33occasional control and there is
6:36systemic control. You have both one and
6:39the other.
6:41>> Well, yes.
6:43>> And to be more precise, 1, 2, 3.
6:46Occasional is when the boss pays
6:48attention. Systemic is when there is,
6:50for example, a quality control
6:51department. And let's call it automated
6:53control, when the CRM itself reminds
6:54everyone, consolidates everything,
6:56sends reports itself, and in general
6:57everything becomes clear. Or when the
6:58cameras are working, something like
6:59that. Uh-huh. This is more about
7:01cameras here. If we talk about problems
7:03now, specifically if we talk about the
7:05sales department, it is, of course, the
7:07control of the consultations themselves
7:08, how they are conducted, and, uh,
7:10feedback from them and so on, because
7:12we have a quality control department
7:13that speaks directly to the patient
7:15afterward and collects feedback. We
7:17have the CRM system set up and all the
7:19reminders are in place. And the only
7:21thing is, perhaps, the control of the
7:22sales themselves.
7:23>> Ooh, cool. I’m listing the CRM
7:24separately, and everything that
7:26revolves around it: IP telephony,
7:28WhatsApp, all that good stuff. Anything
7:30else?
7:32>> And doctors, probably consultations
7:34specifically, and again, sales, uh, the
7:37doctors themselves.
7:39>> Yeah. It’s that, what’s it called,
7:41not a Black Sea fleet, but the human
7:43factor.
7:44>> Yeah. That includes scripts, their
7:47internal motivation, their mindset, all
7:50those hang-ups and different mindsets.
7:53That’s the human factor.
7:56>> Yes.
7:56>> And finally, what else would you add,
7:59your idea? Nothing else to say?
8:02>> Go ahead.
8:03>> Let’s go ahead and open it up now. So
8:05here is how it is. Control. We’re
8:07going to audit the CRM now. Let’s
8:09take a look at the CRM. Can we? I asked
8:11you, right?
8:11>> Yes. Open the CRM. The human factor,
8:14we’ll be looking into that. And
8:16remember I mentioned MMS: mindset,
8:18motivation, system—that is, overall,
8:20systemic business processes, systemic
8:23business processes from A to Z. You
8:25know, a client comes in, then here—
8:27they drop off, but you need to make
8:29repeat sales, ask for referrals, get
8:31feedback, and then schedule them for
8:33more. That’s an example of a broken
8:36business process. Exactly. All of that
8:38is logic. And this is the factor that
8:40influences that logic. That’s what I
8:43wanted to write as the fourth point.
8:44Let’s compare right now and call your
8:46clinic in Yekat. Yes, sure. Yes,
8:51>> friends, if you are entrepreneurs or
8:53managers and especially want to achieve
8:55record sales, keep watching this video.
8:58Watch it until the end and don't skip
9:00to another one. But for now, I’ll
9:02tell you the most important thing.
9:03Below, I’m leaving top files for you,
9:05which include cool objection handling,
9:07management files, and various
9:08techniques, working with the quality
9:10control department. In short,
9:12everything that might interest you and
9:13give you a powerful system. And if you
9:16want to know how we’ve structured our
9:18sales department, come visit us for a
9:20tour, and perhaps we’ll make a
9:22special offer for you and maybe truly
9:24upgrade your sales department over 4
9:26months. Those are other details. For
9:29now, keep watching the video, download
9:31the files below, and hit the like
9:32button. And subscribe. Oh, and by the
9:35way, for those in sales, forward this
9:36video to them, they’ll find it useful
9:38and interesting. Let’s keep watching.
9:42Let’s do it this way. We’ll call
9:43both the clinic and a real client.
9:45>> About that real client. I just messaged
9:47the lawyer, he says it’s a
9:49confidential situation. And how can we
9:51make it so that I don't say anything?
9:56>> I'll just record it with six cameras.
9:58>> That's exactly what I'm talking about.
10:00>> No, there won't be any personal
10:01information, other than a name like
10:03Anton, for example.
10:04>> Who are we telling right now?
10:06>> You know me. I don't leak anything. To
10:08the client first. Yes.
10:09>> Uh-huh. We're talking about a patient.
10:11>> Yes, by the way, tell me, did you work
10:13in dentistry in Ufa?
10:14>> No.
10:15>> Not a day. Yes,
10:16>> not a day.
10:17>> But you started a business in a
10:18different field. Yes.
10:20>> Yes.
10:21>> Weren't you afraid to take the risk?
10:22>> Well, I was afraid, of course.
10:23>> Did you start it with a partner or did
10:24you join someone else?
10:25>> With a partner. He invited me, roughly
10:28speaking.
10:29>> Uh-huh. Dialing.
10:33>> Yes.
10:33>> It's a client. What's the name? I only
10:36have the name.
10:36>> Klara.
10:37>> Klara. And it's really Klara. It's
10:39really Klara.
10:40>> 50 plus. Yes, looks like 65 plus.
10:46>> Klara Gennadievna, probably, something
10:48like that. Alright, Klara,
10:50>> do you want to read the comments left
10:51about her?
10:52>> Go ahead, read them aloud yourself.
10:54>> Well, I don't think it should be out
10:55loud, probably. We're just revealing it
10:57. This is, this is just...
10:58>> Well, okay, I'll just retell it.
11:00>> Uh-huh.
11:04>> And what does she want? She wants
11:05everything on the UJ. What is that?
11:07>> Upper jaw. Ah, the upper jaw, well, she
11:09wants to get it treated, I'll rephrase.
11:11Upper jaw, what's left, let me rephrase
11:15. Very few teeth, in very poor
11:17condition. She's been here before, she
11:20already talked to us and came in. Ah,
11:22in general, it's a real problem. A very
11:26difficult patient, she can't make up
11:27her mind, she doesn't know what she
11:28wants. That's the key part, I won't
11:29read any further.
11:30>> Yes.
11:31>> There. Well, there's quite a bit of
11:32detail written there.
11:33>> These are the comments. It
11:34>> says "agreed," followed by a colon.
11:36They didn't agree on anything. She said
11:39she would just keep things as they are.
11:41That's all for now. I didn't read much
11:43of it, but this is our best salesperson
11:45, you could say.
11:46>> That's our best salesperson. Yes.
11:47>> Yes.
11:48>> They didn't agree on anything?
11:49>> Didn't agree on anything.
11:50>> Well, I see. Well, actually, if she's
11:52the best salesperson, she did
11:53everything right.
11:55>> Honestly, there's no point in calling.
11:57>> Why?
11:59>> Well, she's your best salesperson, I
12:00told you.
12:01>> No, of course not.
12:03>> And she doesn't have any money, either.
12:05>> Yes, I wondered why. Let's call and
12:07give it a try.
12:08>> And where did you get her photo from?
12:09Did you take a picture of her somewhere
12:11? What? I can see all the details. The
12:13photo.
12:13>> Yes, apparently she was trying to
12:17register,
12:17>> to pay via QR code.
12:19>> Yes, yes.
12:23>> She held the camera up, then boom, I
12:25just see a photo of her looking
12:27surprised. Yes, don't show that. So, if
12:30I come to you, will you have my photo
12:32too? Yes.
12:34>> Yes. What if you register yourself,
12:36since she's kind of online? Well, okay.
12:39Well, in general, she must have clicked
12:40something somewhere anyway. Yes,
12:42exactly.
12:42>> Yes, yes.
12:44>> Listen, I got one implant, and I'm
12:45already tired of it, you know, this, um
12:47, well, they told me something else
12:48there.
12:49>> I'm on a train in Yekaterinburg until
12:51tomorrow,
12:51>> right?
12:52>> I suggest we go right away. Our clinic
12:54is about 500 meters away, so
12:55>> Yeah, everything is expensive for you.
12:57>> We'll do it for you for free.
12:58>> Nothing is free except in a mousetrap.
13:01>> For the consultation.
13:02>> No, this is some kind of a scam. See,
13:06there are customers who nothing works
13:09for. Well, okay. So, are you giving up
13:12on me? But I'm a promising client. I'm
13:1442, and after that, well, you know. I
13:17can even recommend someone else. Okay,
13:22okay, let's go. So, I'm calling her, uh
13:25, saying that I'm from Zolomail.
13:27Correct. I'm just checking on the
13:29feedback, I'm not selling, I'm just
13:31gathering feedback. But before I call,
13:35I want to say: "Dear salespeople, dear
13:37negotiators, if you believe in your
13:39product, you must help people. If it's
13:42poor Klara, well, she's quite wealthy."
13:45I think, well, grandchildren, relatives
13:47, there are banks that can provide for
13:50her,
13:50>> right? Even if not, there’s money for
13:52teeth.
13:54>> And if she doesn't start treating her
13:55teeth, well, she'll have a very hard
13:56time eating. Right?
13:58>> Of course, of course. Well, um, I don't
14:01know, those were different times, my
14:03grandfather Nikolai, he had dentures.
14:06It was quite a thing, listen, I
14:07remember it from childhood. They were
14:09literally lying on the shelf, you know.
14:11Grandfather didn't lisp. But it looked
14:13kind of weird, honestly. Well, that was
14:14Soviet medicine, it was a problem back
14:16then, right?
14:17>> Yes, and that still exists today,
14:18actually. If you can't help with
14:20implants, they set up such a system so
14:22a person can at least chew and look
14:24aesthetic.
14:26>> Lack of bone, or other medical
14:27indications. But back then, I really
14:29remembered that. Now I want all my
14:31relatives to have fixed teeth.
14:33Including myself. So let's help Klara.
14:36Let's help Klara.
14:37>> We aren't calling to make money. Klara.
14:39Correct,
14:40>> of course. Just to help.
14:42>> To help.
14:44>> Yeah, I know you guys. Coming to
14:48Bashkiria to teach us how to help
14:50people. Alright, fine, let's call. So,
14:54let's call Klara. She might not pick up
14:56the phone, you know? Yeah, still.
14:58>> Maybe, yeah, let's give it another try.
15:00>> Yes, yes, let's try again. Let's call
15:01the second one right away. Let's take
15:03this one too.
15:03>> There, there, there. Yes,
15:06>> no ringtone for Clara. For now,
15:08>> the subscriber is unavailable.
15:10>> Well, that's clear enough. Listen, we
15:11prepared so much for Clara, and now
15:13she’s unavailable. So, is there
15:14anyone else? Damn, I really wanted to
15:17talk to Clara and help her. One second,
15:19one second. Some people turn off their
15:22mobiles, but WhatsApp still works for
15:24them. Although, that’s probably not
15:26the case with Clara. This is the next
15:27client. Yes. Yes.
15:28>> Her name is Ekaterina. Tell me,
15:30what’s the situation?
15:31>> Well, the same thing, she came in for
15:33restoration
15:34>> Uh-huh.
15:35>> of her teeth.
15:36>> There’s a third one if we can't reach
15:37her.
15:38>> Well, I have like 500 people. I can
15:39send them to you right now.
15:40>> Uh-huh.
15:41>> Basically, that’s the sales job. The
15:43main thing is that they pick up. You
15:45know, for many, time just flies. We
15:47need to act now, really.
15:48>> Hello, Ekaterina,
15:52>> I’m listening.
15:53>> Ah, Ekaterina, good afternoon. My name
15:55is Vladimir, I’m calling from the
15:57dental clinic, Allmes. You were at our
15:59clinic for a consultation, do you
16:00remember
16:02>> today?
16:03>> Did you come in today? Yes. Wait, was
16:07it yesterday? Yesterday. I'm just
16:10looking at the CRM, the doctor told me
16:12from our database.
16:13>> I wasn't there yesterday.
16:14>> Wait. Did you go to the one on
16:15Moskovskaya? You were there this
16:16morning at the Moskovskaya clinic.
16:17Right,
16:17>> I was there today.
16:18>> Sorry, I’m getting completely
16:19confused. My head is spinning a bit.
16:21There. Tell me, how is...Well, I have
16:24two questions for you. I’m in charge
16:27of working with our patients. How was
16:30the appointment in general, and the
16:31doctor?
16:33>> Everything is good.
16:34>> Got it, got it. And did my colleagues
16:37give you an idea of the possible future
16:40options? How we can be
16:42>> I'll guide you through the costs and
16:44everything else. What do you think? How
16:46are you feeling about it?
16:48>> We are still thinking.
16:49>> Uh-huh. Got it, got it. And I gathered
16:51that, well, let's put it mildly, it's
16:53not just one tooth, right? You need to
16:55solve the issue comprehensively,
16:57>> yes?
16:57>> Uh-huh. I see. And tell me, are you
17:00planning to start in the near future,
17:03as I understand? Are you just choosing
17:05a clinic for yourself now?
17:07>> Well, let's get started, yes. Oh,
17:10>> tell me, just for guidance, the doctor
17:13wasn't able to fully explain to me. Do
17:16you want to do it partially, treat a
17:18few teeth, or do you want to take a
17:19comprehensive approach and solve all
17:20the issues?
17:22>> I want to get full dental implants.
17:24>> Uh-huh, that's right. And that, Vitya,
17:27will take, well, a couple of months,
17:29probably. Well, if we do it
17:31comprehensively,
17:32>> I already understand.
17:33>> How long?
17:34>> 10 days.
17:35>> 10 days, yes. Or we could do it, well,
17:37faster, in about 10 to 12 days. So
17:40there are two options here.
17:43>> That part
17:44>> I don't know how to do either. Uh-huh.
17:46Tell me, so I can get oriented,
17:48Ekaterina, are there any points that,
17:51well, make you want to weigh things up
17:53or take a pause?
17:56>> The price.
17:57>> Aha, I see. The cost specifically. Yes,
18:00>> of course.
18:01>> I see, I see. What about the material
18:03quality or the doctor, how do you feel?
18:05Well, I think we're a good fit there,
18:07right?
18:08>> Yes. No complaints there.
18:10>> Uh-huh. Uh-huh. I hear a bit of sadness
18:12, because the price apparently
18:14surprised and upset you. Yes,
18:16>> of course.
18:18>> Yes, I understand you very well. You
18:20know, when people come to us in
18:21expensive cars, that’s one thing. But
18:25when it’s someone who doesn’t often
18:28seek treatment, or didn't get it done
18:31at the right time, it can be quite a
18:34shock. What do you think, are you
18:38considering different options or
18:40perhaps partial treatment? Doing
18:42something now, something later. Or
18:44maybe, I don't know, an installment
18:48plan, or some options through a bank.
18:52>> Well, I’m not thinking about anything
18:54yet.
18:54>> Uh-huh. I see. By the way, as a
18:56follow-up question, Ekaterina, do you
18:58have any grandchildren or relatives who
18:59could help out? I could send the
19:01treatment plan to your WhatsApp or
19:03Telegram. No, I have a small child.
19:06>> Are you on your own? I mean, excuse me,
19:08does your husband help out?
19:10>> No.
19:11>> You're on your own. That's it, yes.
19:14>> Oh,
19:16>> I see, I see, I see. Got it. So,
19:20Ekaterina, I really want to help you
19:23with this. My notes say you have a
19:26non-standard situation. It's definitely
19:29not just a cavity or pulpitis, to put
19:31it mildly. So, oh, let me give you the
19:34cost estimate right now. I'll say right
19:36away that if you make a decision, well,
19:38promptly, I mean today or tomorrow,
19:40then, well, there will be some, you
19:42know, minor adjustments to the cost,
19:44but they will practically, well, that
19:45is, they won't change the big picture,
19:47of course. We can round something off
19:51on the price, of course, but it will
19:53still remain roughly in the same range.
19:56>> I see.
19:57>> So. But you probably still need to get
19:59treatment. What do you think yourself?
20:01You'll look at other clinics or talk
20:03with...
20:04>> I'll look at other clinics for now.
20:06>> Uh-huh. Uh-huh. Got it. Clear. Clear.
20:09So what shall we do then? For my part,
20:12with your permission, I will talk to
20:14the doctor again to get feedback. And
20:16the treatment plan, I suppose, he'll
20:17send to your WhatsApp, although it
20:18probably doesn't matter, you already
20:20know roughly everything anyway. Uh, and
20:22then I, or my colleague, will call you
20:24back tomorrow, well, just so you don't
20:26neglect the situation, and you can
20:28already plan it. Alright. Alright. Uh,
20:32>> Ekaterina, we will do everything at the
20:34highest level. I can hear from your
20:36tone that you are a little, well,
20:37perhaps you weren't expecting this
20:38today. By the way, were we the first
20:40ones you visited, or have you already
20:42been to other clinics?
20:43>> No, this is the first time.
20:44>> Ah, got it, got it, clear. Uh-huh. By
20:48the way, uh, how do you think, if you,
20:49I understood, are going to look
20:50tomorrow or the day after, will you
20:52make a decision by the end of the week?
20:55>> I don't know yet.
20:58>> Understood, understood. Alright. Well,
21:00in general, I won't press you, I won't
21:02rush you. Monitor things, weigh your
21:04options, and come back to us. Our
21:06doctors are all of the highest category
21:08. Well, you know them, especially since
21:09we have orthopedists and surgeons. Well
21:11, they will all be involved
21:12comprehensively. It's a whole team,
21:13three people will be working.
21:16>> The main thing is that...
21:17>> Alright. Okay, all the best.
21:19>> Right, until the call then, my
21:20colleague will call you if anything. I
21:21wish you health, and we will do
21:22everything just great. We'll work out
21:24the terms and the prices. Have a good
21:25day. Goodbye, Katerina. Wishing you
21:27health.
21:28>> Talk to you soon. All the best. Well,
21:34it's okay, we've warmed up a little bit
21:36. Well, what was I doing just now, what
21:39was I striving to do? She is very
21:41difficult.
21:44>> Hold on.
21:46>> My task was to get her to talk. I did
21:49get her to talk.
21:50>> A little bit.
21:51>> Well, there was a little bit,
21:52>> yes, a little bit. At what moment did I
21:54get her to talk?
21:54>> About other clinics.
21:57>> Yes. One angle is about the child and
22:00her as a person. Remember,
22:03>> that is really good, because it's
22:05unlikely another manager would ask
22:07about that. It’s like a fatherly or
22:09motherly way of showing support. The
22:11whole room is like, "Katya, poor thing,
22:14you lost your teeth for your child."
22:16Well, it happens to women after giving
22:18birth, their immunity and all that.
22:19That is true respect. And I saw you
22:22nodding regarding the discounts. But
22:24you nodded in such a way that it was
22:26like a gesture, like, "Volodya." I'll
22:28pour you a cup of tea if anything.
22:29That’s the maximum. And Katya,
22:31something like that with this gesture.
22:33And that’s one angle. And the second
22:36angle is about her next steps, where
22:38she oriented her regarding the clinic.
22:41I found out we were the first ones,
22:42which is partly why she’s upset. How
22:44much do you think her treatment costs
22:46roughly? Based on experience, in her
22:47situation.
22:48>> Well, they calculated the last few
22:50plans, the one that stands out, what
22:51they last agreed on, something around
22:53100,000, yes. Well, that must be those
22:56removable options. Uh-huh. Because
22:58it’s unlikely to be implants, right,
22:59for a hundred.
22:59>> Yes, implants are unlikely.
23:01>> So you quoted dentures for a hundred?
23:03>> Well, I need to look at the plans.
23:04I’m saying right now that the price
23:06doesn't look like comprehensive implant
23:07treatment. But we usually offer several
23:09options at once.
23:10>> And how much would comprehensive
23:12treatment cost in this situation?
23:14>> Depending on the state of the oral
23:16cavity, but on average from 250,
23:19probably. Right,
23:20>> per jaw.
23:22>> Per jaw. Well, lower or upper, you see?
23:24Yes.
23:25>> Well, 500 for both. On average. On
23:28average, average. Uh-huh.
23:29>> That’s not the minimum. I mean,
23:30that’s the average. And the minimum
23:32could be a bit less. I think somewhere
23:34around 350, maybe.
23:39>> Our task now is to do the following.
23:42First, keep your composure during this
23:44interaction. You probably noticed that
23:46when she picked up, I started speaking
23:48slower, with a calmer intonation. This
23:51is what managers often lack: tonal
23:54matching and script matching. And most
23:57importantly, Nikita, remember to ask
23:59questions. If I had just burdened her
24:01with us being the best clinic in Moscow
24:03, Israeli implants, American implants,
24:05that’s definitely not what you want
24:06to do. Feel the difference? Yes. Yes.
24:09>> And right now, even more. And we also
24:10have a partner. Treat your jaw and get
24:13an iPhone as a gift.
24:15>> A collaboration.
24:18>> Yes. Also a partner of our treatment is
24:21Cenara Center. Senara, be bright. Come
24:25on. So, basically, she needs them and
24:27clients need questions. Uh, now, a
24:29question. She was here this morning,
24:30right? Yes,
24:31>> she was here today. Yes,
24:32>> today, so we don't get our stories
24:33mixed up a bit,
24:34>> right?
24:34>> How does it work for you mechanically?
24:36How is it in dental centers? So, she
24:40came in, and you have several
24:42touchpoints with her, where you could
24:44have, well, either lost her slightly,
24:46or followed up. First, before I arrived
24:49, she sent some lead request,
24:52>> probably contact center, or just
24:54somewhere on the site, maybe Yandex,
24:56>> it's from the site
24:57>> Yandex, for example. Well, in general,
24:58somewhere, or just from the site.
25:00Everything came from the site. And then
25:01, in any case, the contact center
25:03called her and scheduled a meeting.
25:04>> Yes.
25:05>> And so, first touchpoint number one.
25:07Now we're looking at where all this can
25:09be lost. Then she came in, number two,
25:12the administrator.
25:13>> The curator. Well, administrator, yes,
25:15more like a curator, probably. Well,
25:17the administrator meets her, yes.
25:18>> Administrator. And then she hands her
25:20over to the curator.
25:21>> That's two people. She sees two people.
25:23She's already stressed, because the
25:24third is the doctor.
25:25>> Yes.
25:26>> There are too many of you. And I was
25:28>> the fourth, the financier, if she is
25:30going to sign a contract.
25:32>> The fourth is the financier, and then
25:35the fifth. If she didn't sign, then who
25:39is here
25:39>> the curator also sees them off. The
25:41curator is here, after the financier,
25:44the curator. If the contract wasn't
25:46signed, still the curator. And after
25:47the curator, I was there. Yes.
25:49>> Yes.
25:50>> Well, I'm the MOB, but in this case,
25:51I'm acting as a curator. Correct.
25:53>> Also, tomorrow, the quality control
25:54department will most likely call and
25:56get feedback on how you
25:58>> curator two or the same one. And then
26:00the quality control department again.
26:01Poor Katya. Ah Ekaterina entered the
26:05funnel. Yeah, well, she's actually a
26:07good, bright, possibly hardworking
26:09woman raising a child. Beautiful. And
26:12so, it turns out 1, 2, 3, 4, 5, well,
26:16possibly, well yes, six and seven.
26:20Seven stages. And it turns out, we need
26:22to fine-tune each one. Remember the
26:25story I told today, that at the
26:26kindergarten, the dad and I with the
26:28baby didn't like something. I really
26:30didn't like it at the administrator
26:31level. Well, remember, we were in the
26:33hall, that she said something about a
26:35nose spray for my child, accusing me of
26:38bringing a sick child. And we both sat
26:40there as if we were being interrogated.
26:41That’s exactly what I mean, the
26:43kindergarten director probably didn't
26:45calculate that, so I'll leave the
26:47kindergarten, and no one will know why.
26:50If they don't call me, I don't know, if
26:52quality control or the curators call me
26:54or not, it's better to catch this at
26:55the right stage. Also, we have our
26:58curator now, this curator 2, that is
26:59exactly that stage. We need to reach
27:02her before she sneaks off to clinic
27:03number two or three, where they will
27:05definitely make things worse. Of course
27:09.
27:09>> Why, by the way?
27:11>> Well, their doctors are inexperienced,
27:13and many of them don't have very good
27:15designs.
27:17>> You're slandering the Yekaterinburg
27:19ones now.
27:19>> No, we actually monitored everything
27:21properly.
27:21>> Really? Yes.
27:23>> Yes.
27:23>> And what about you?
27:24>> That’s why we're here, to help.
27:28>> Oh, you're overacting. Oh, well,
27:30alright,
27:32>> well done. Okay. But there is such a
27:34risk. I mean, if you are sure about
27:36your product? Of course,
27:38>> if you are 110%sure about your product,
27:40then you really should be passionate
27:42about helping Ekaterina, because
27:44there's a risk they’ll really mess it
27:46up.
27:46>> Yes, that risk certainly exists.
27:48>> You know, someone very close to me had
27:51dental work done, she came in, they put
27:55on these braces, these brace-people,
27:58and then something went wrong. She got
28:02braces from another person, and then
28:03from a third. Well, that’s just a
28:05total nightmare. The roots started
28:06getting shorter. Yes, and doctors
28:07actually don't like passing patients
28:09with braces between each other. It’s
28:11a complicated story. Also,
28:12>> I don’t know what happened there.
28:13Well, I can just see the result. And
28:15then instead of crowns, they just
28:17polished on some fillings in the front
28:18because it was easier. But she wanted
28:20that herself. It’s not even about the
28:21doctors here. Her curator just didn't
28:23convince her, or the financier didn't
28:25convince her, because one option cost
28:26more, like a million rubles. I remember
28:28them saying something like that, and
28:29the other cost, like, 100,000 rubles.
28:30And that was it. And now her teeth, you
28:32know, they’ve turned grey from those
28:34long-term fillings. And now it needs
28:36fixing, but there’s little healthy
28:37material left. Well, basically, things
28:38started moving in the wrong direction.
28:40It’s no longer about veneers, but god
28:42willing, crowns, or maybe even implants
28:44. And that’s it. The flywheel started
28:46turning because she got involved with
28:47clinic number two, or maybe number
28:48three. You weren't there.
28:51>> Yes.
28:53>> Well, uh, we understand that there are
28:54many very cool, for example, top-tier,
28:56very cool clinics like those, but since
28:58they exist, it means we have to help
28:59people and bring them back into the
29:01negotiation fold. Ah, let's go back to
29:04the contact center first. Errors here
29:07are rare. However, in contact centers
29:10that make calls, can I leave a request,
29:12or will that take a long time? Yes,
29:14>> you can. Well, I think it will take a
29:15long time.
29:16>> Alright then. Why? That was actually a
29:18provocation.
29:21>> I haven't actually tested this, but I
29:22don't think we can have a conversation
29:24about it right here and now.
29:25>> Uh-huh. But you need to test it.
29:27>> Well, we can just call calmly.
29:28>> Yes, we are currently talking about
29:30losing leads. And you need to test this
29:32topic. And what I would do is, during a
29:35coffee break, I would just walk up to
29:36the guys and say: "Guys, I have a
29:37request, here's the site, please leave
29:39your requests and let me know when they
29:40call you back." Right?
29:42>> Yes,
29:43>> I love doing this at business lunches,
29:45setting up my own team—I love setups,
29:48and they know it. I'm talking to
29:50someone and say: "Listen, call on
29:52speakerphone, ask about something, a
29:53corporate training, an online course on
29:55sales or negotiations.""Go ahead and
29:56order something, have a conversation."
29:58I listen to them, record them on video,
29:59and then I present my grievances, and
30:01they know it. Therefore, in general,
30:03they speak quite harmoniously. Ah, so,
30:05first. Second. Now, the administrator.
30:07How can an administrator mess up?
30:10>> Hmm, well, greeted without a smile, and
30:13things like that. Didn't offer
30:15something.
30:17>> Uh-huh.
30:18>> Didn't call on time, caused a delay,
30:19didn't inform the curator that the
30:20patient had arrived, and so on.
30:22>> Young man, good afternoon. You arrived
30:243 hours early, right? Uh-huh. Well,
30:26just wait.
30:27>> Yeah, yeah, yeah.
30:28>> For example, and already something is
30:30going wrong. And this is exactly where
30:32a 500,000 ruble loss occurs. Because
30:33the administrator did something wrong
30:35with their phrasing or smile. And the
30:37key person is the curator. What does
30:39the curator do?
30:40>> Identifies needs. Looks at and studies
30:43the patient.
30:44>> And they are the one closing the deal
30:45here.
30:45>> And they are the one closing, right?
30:47>> Well, together with the doctor, the
30:49curator fully explains the medical part
30:51. Translates it into human language.
30:54Everything said about this. Well,
30:55explains and
30:56>> the curator interacts with both the
30:57doctor and the patient.
30:59>> Yes. Yes. In connection.
31:00>> I was training one clinic, they are,
31:02well, they hold a leading position in
31:03Russia, called "Vse Svoi," maybe
31:05you’ve heard of them. Uh, and they
31:07have the work with curators set up very
31:09coolly, really super systematic. I even
31:12think they might be overdoing it.
31:14It’s really hard to leave them. I
31:16stopped by myself once. It was just
31:19really hard to leave. And they sort of,
31:21you know, they bring coffee, tea, and
31:23cookies, you know, they brought cookies
31:25right along with sweets and chocolates.
31:27They just brought me these chocolates
31:29too, here they are. "Growth points," it
31:30says. So. And they do all of this
31:32specifically so you stay in their
31:33office and don't go anywhere. And if
31:35you, well,
31:36>> do your teeth hurt from sweets?
31:38>> Teeth hurt from sweets.
31:39>> No, yeah, it hurts to chew.
31:42>> But I didn't come alone, I came to
31:43treat someone else, so for me, it was
31:45fine. I was the one deciding, I was
31:48making the decisions, so for me, they
31:50had chocolate, and I gathered they
31:53filter who gets chocolate and who gets
31:55milk. Yogurt. Well, something like that
31:58, yeah. Is that a thing or not?
31:59>> Yes, it is. Yeah.
32:00>> Do you give yogurt to anyone?
32:02>> No. Milk. Milk.
32:04>> And they say: "Come on in, have a seat.
32:06Would you like some yogurt?""Well, okay
32:08, fine." And what does the financier do
32:10?
32:10>> They draw up the contract. They don't
32:11really sell anything. They just try to
32:14provide the product.
32:15>> Yeah. Tell me, in this whole scheme,
32:17who does the patient trust the most?
32:20>> The curator and the doctor.
32:22>> Well, the doctor, probably first and
32:24foremost, specifically regarding the
32:26medical side.
32:27>> Exactly the doctor. And in second place
32:29the curator, I would say the curator
32:30has moderate trust. Is that so?
32:32>> How to reach an agreement.
32:34>> Well, I was a curator just now, she,
32:36Ekaterina, is already starting to trust
32:38me.
32:38>> No.
32:39>> Well, she is starting, what do you mean
32:41"starting." She doesn't trust you yet.
32:43Yes, she is starting, because she
32:44understands, I am the one clarifying
32:45something about the money, some person
32:47calling, but it's already better. If I
32:49had called and said, "Good afternoon,
32:50Ekaterina Sergeyevna, this is Dr.
32:52Nikiforov, you came in for a
32:53consultation today," she would have
32:54spoken to me a bit better, especially
32:56if I had used some technical terms. "I
32:57reviewed your imaging, your CT scan,
32:59and I see that we actually need to take
33:01a 3D scan from a slightly different
33:02angle.""So, come in tomorrow at 4:00 PM
33:04, can you make it?"
33:05>> Uh-huh. Uh-huh.
33:06>> If the doctor had said that, or if the
33:08curator had used that language and
33:09invited her back at 4:30, that would
33:10also have been one of the ways to close
33:12the deal. I don't have that data. So, I
33:14mean, do you have a CT scanner there,
33:15and all that equipment? If you have
33:18everything, then you could immediately
33:19schedule her for the next appointment,
33:21for example, for the scan that will be
33:22useful for her later. Think about this
33:25tool. In the meantime, I'll go back to
33:26the doctor. I mentioned that I've
33:28trained doctors, including dentists.
33:31And, uh, doctors, they have this
33:34opinion: we don't sell, we treat. Is
33:38that a thing?
33:39>> Yes, it is.
33:40>> And that's why they often don't really
33:41sell. But doctors should sell.
33:43>> Well, in any case, we explain to the
33:45doctors that they have certain scripts
33:47they can follow, which they can use as
33:49a guide during the consultation.
33:51>> Let's see, you’ve looked at my teeth,
33:53now you speak as a doctor, imagine what
33:55you should say to me. Well, you
33:56understand the situation, for example,
33:57I have four upper teeth left. That's it
33:59,
34:00>> I'm an entrepreneur after all.
34:01>> Well, go ahead. You are the doctor now.
34:03What would you say?
34:04>> I am the doctor. You don't have much
34:06bone, you need to get this done sooner.
34:09Uh, there’s no need to put this off.
34:11The sooner you get started, the sooner
34:12you'll be able to chew. No, that’s
34:14not right. Okay,
34:16>> Yes, Vladimir, you certainly don't have
34:17much bone. Not much. So, does it need
34:21to be built up? That’s the best way
34:23to argue, to make them upset. So, does
34:25it need to be built up?
34:26>> You want to be able to chew, don't you?
34:28>> No, that’s already a salesperson
34:29talking. I’ll say that a little bit
34:32later. So, on the left, you're doing
34:35more or less okay. Well, you're doing
34:37great here, right? Yes. But on the
34:39right, of course, yes, it definitely
34:40needs building up. That, well, I think
34:44we can handle that in about two or
34:46three weeks. Okay, let's look at the
34:49bottom ones too. You know, it feels
34:51like there's nothing to complain about
34:52here, they’re not being recruited.
34:53Let's look at the bottom ones too.
34:55That's good. That's good. Oh, like that
34:57. Looking at the scan. Uh-huh. Uh-huh.
35:03Go. So, give me the tweezers. That’s
35:07how they sell, right?
35:08>> Yes. Yes. For example.
35:09>> So if you work with doctors from an
35:12emotional and expert perspective,
35:15doctors automatically sell through
35:17their expertise. They are experts and
35:19they sell at the same time. And it's
35:21the same for engineers, designers,
35:23those who work with the end client, but
35:25are engaged in professional activities.
35:27That's it. After our discussion, we
35:29have now established that every link
35:31sells. Everyone in their own way. We're
35:32calling the clinic, here's the phone
35:33number.
35:34>> Let’s call the coordinator who was in
35:35touch with this patient. Let's call
35:37this one, Ekaterina. Yeah,
35:38>> yeah. There. Well yeah, yeah, Ekaterina
35:40. Here's the last one. You could say,
35:41for example, uh, that you're the
35:43brother, husband, son, right? No, well
35:44not the son.
35:45>> Well, Ekaterina's brother. Yeah.
35:46>> And they don't know there was a comment
35:48that she is alone. You can say brother.
35:51>> Uh-huh. Let’s do it. Alright. Can it
35:54be Hanlo's brother?
35:56>> Yes,
35:57>> Ksenia, yeah. This is your coordinator.
35:59>> Coordinator.
35:59>> We are calling the girl who is this one
36:01right now. Yeah. Who did I act as? Yeah
36:03. The subscriber cannot answer your
36:05call. Please try calling later.
36:08>> Looks like they hung up on me, by the
36:09way.
36:11>> I'll check the camera now. It might be
36:13busy.
36:13>> I see.
36:15>> We're drawing up all these schemes, but
36:17for you it's simpler. Just don't hang
36:19up. Katya, hold on, I'll call back
36:22again. And Ksyusha.
36:25>> I'm calling Ksyusha, right? Uh-huh.
36:26Colleagues, real case. I’m training
36:29an insurance company in Moscow. The
36:32branch director came, I don't remember
36:33the city. We're calling her deputy.
36:37I’m calling her deputy like, well,
36:38like a client. The deputy doesn't pick
36:40up. And we
36:41>> cannot answer your call right now.
36:43>> She hung up on me again. She is in a
36:45meeting with a client now.
36:46>> Mm, now. Yeah, she's with a patient.
36:49Pati,
36:50>> yeah.
36:50>> Let me take a look.
36:52>> Yeah, got it, clear. Okay, we're
36:55waiting. And it's worth calling someone
36:57else. You can set up call forwarding so
37:00if it hangs up, it goes to another
37:02manager. That can also be done. Not
37:04just in phone settings.
37:05>> Yeah, yeah. Yes.
37:06>> Okay, let's try another manager. Yes,
37:08>> yeah, let's try another.
37:09>> Uh-huh. Is this your
37:10>> coordinator too?
37:11>> Coordinator too, yes. The second one.
37:13>> A patient left this morning, she just
37:15ran off. Her name is
37:23>> faster. The CRM is loading slowly. Yes,
37:33yeah, busy too. What is her name?
37:35>> Pick up the phone.
37:36>> Just a sec. Hello. Good afternoon.
37:39>> Good.
37:40>> Tell me please, I'm calling you. You
37:44are a dental clinic, right? I was given
37:46this number.
37:48>> Yes, I'm listening, I'm listening.
37:49>> Aha. Clara came to see you today
37:52>> yesterday.
37:53>> Oh, I misspoke, yesterday. Yeah, yeah.
37:56Can you tell me, she was just a bit
37:58upset, about the price, about
38:00everything. Can you clarify what
38:03happened with the treatment plan? We're
38:06making a decision here, but, well, not
38:08for that kind of astronomical money, of
38:10course.
38:11>> I am now, well, actually, we really
38:14tried very hard to create the most
38:18minimal treatment plan for you. So, in
38:22the end, we need to replace the correct
38:24tooth
38:26>> Uh-huh.
38:28>> to treat two teeth, definitely, and put
38:32on two crowns and do it.
38:36>> So, I'm opening it up right now, and
38:37I'll explain everything. In fact, this
38:41will be a good solution in terms of us
38:43having a basically comfortable
38:45prosthesis. And these three teeth that
38:49we want to keep will support this
38:51prosthesis for a long time, because we
38:53will make the crowns out of zirconium.
38:55Uh-huh.
38:56>> So
38:57>> the cost with all the discounts came to
38:5916,390.
39:01>> Uh-huh.
39:03>> Yes. So, what do we have? We have a
39:05tooth extraction. We have a partial
39:08removable prosthesis. Prosthesis
39:10>> she speaks well.
39:11>> Three teeth. Yes. Uh
39:12>> she sounds professional. Good. The only
39:15thing missing is lead-ins. There's a
39:17lack of short phrases to pause.
39:18>> Can I ask a question?
39:20>> Yes, you can, you can. She's going to
39:21talk for a long time.
39:22>> She didn't ask what your name is or who
39:24you are to her.
39:25>> I think it's logical to ask that a bit
39:28later. Because if she asks me that
39:30right now, immediately, I might get
39:32defensive. Like, who are you? But now
39:34is the time to ask. Because she was
39:36explaining what she needs
39:37>> in my opinion, she needs to start
39:39explaining a little first, because if a
39:41person calls from Clara's phone, which
39:42the curator knows, the probability is
39:44high that I am really from Clara. Well,
39:46that's right. It's not a setup here.
39:48>> Therefore, creating a barrier at the
39:50start, like "who are you to answer that
39:53?" It is best to start explaining a
39:55little, and then "sorry, please." Are
39:57you a close person? Yes. Yes, yes.
39:59Uh-huh. I mean, well, maybe a brother
40:01or something like that. I will most
40:03likely say so myself. With such a very
40:05careful phrase. Aha, I understood
40:07everything, clear. And about these
40:09costs, maybe if we keep this whole plan
40:11, as you said, and treat the two teeth,
40:13well, do it comprehensively, but just,
40:15well, not 160, we just can't afford it.
40:18We are discussing it here with Clara,
40:21but she has already given all the
40:23discounts. We can't do it like that.
40:28Look, what are you not satisfied with
40:30regarding the discounts? Are you not
40:34satisfied with our scripts, or whose
40:36else? Who did we have out? Ah, yes, yes
40:42. The price is not satisfactory.
40:44>> Well, this is the structure. Well, this
40:47is different. So,
40:48>> understood, understood.
40:52>> Let's think about what Klara actually
40:55wants. I mean, what is the end goal? I
41:01heard her say she wants to change her
41:03upper ones. Fine, we can change them,
41:07but we want them to last her a long
41:09time, so that she doesn't...
41:12>> Many of us salespeople have one problem
41:14, it's called ego.
41:17>> Because we feel confident and
41:19knowledgeable in the subject,
41:20>> she will lose those teeth later, and a
41:23full process
41:25>> she will lose her teeth now, and
41:26everything has already gone
41:28>> a scary story. A very full prosthesis.
41:31Very comfortable. Yes.
41:33>> Well, what? Once again.
41:35>> I didn't hear the phrase. Did you say a
41:36full prosthesis is very comfortable?
41:37Yes.
41:38>> Very uncomfortable.
41:39>> Oh, very uncomfortable. Yes. That's
41:41what surprised me.
41:41>> Of course, very comfortable.
41:42>> Uh-huh. Uh-huh.
41:44>> Very uncomfortable. I think you're just
41:45cutting out. Kla.
41:47>> No, I'm right here. Klara and I are
41:49just thinking about it. Uh-huh. Well,
41:52okay. There is free time. Come up, I'll
41:55explain everything to you again.
41:57>> No, no need. You already explained
41:59everything to Klara. She understood.
42:00We'll think about it now and call if
42:03anything.
42:04>> Go ahead and call. I did everything I
42:07could for her. She saw that. Okay. She
42:09is very good and pleasant. And
42:12>> that's how she is. Yes,
42:14>> that's true. Yes. I did everything from
42:17my side. I mean, I went to the doctors
42:21and we came up with options that would
42:24satisfy her. And the best treatment.
42:29And the difference in the conversation
42:31when I called Katya or Klara Ekaterina,
42:33I strove to ask more questions so that
42:35she—but I couldn't get her to open up
42:37properly, she's a bit closed off,
42:40>> but she has a task to speak a lot, and
42:42that is the wrong model, it pushes
42:44people away.
42:45>> Aha, I understood everything. Okay,
42:47okay. All right,
42:49>> yes, think about it, think about it. I
42:52mean, for Klara, it's about 10,000 a
42:54month, I think that's normal. That's
42:58what you think is normal. You might
43:00have a good salary, but for Klara, it's
43:03hard for us.
43:05>> Well, I can't.
43:10>> Uh-huh. Uh-huh. All right, thanks.
43:14>> Ah, uh-huh, you're welcome.
43:17>> Goodbye. Sad.
43:19>> Goodbye. Have a nice...everyone. Right
43:26after that, I want to say: "Lord
43:28Almighty." After that tone, right? Well
43:31, maybe how can we help with our
43:33prostheses? That's uncomfortable, isn't
43:35it? Anyway, fine. Please give this
43:37young lady a round of applause. She was
43:38more interesting. Interesting. And the
43:40conclusion is that
43:43>> we need to work.
43:46>> Right? Yes, that's what we gathered for
43:49. Yes, we need to work with her.
43:50>> Uh-huh. Four points, colleagues. Let's
43:53get right to it. First. Change the
43:55intonation. It should be sympathetic,
43:59naturally, but you need to transition
44:01from that into a positive tone. "
44:04Vladimir, yes, the situation is
44:05certainly not the most comfortable."
44:07Nice, by the way, you didn't catch my
44:08name. Yes, comfortable. And the only
44:10thing is, look, there are two options.
44:12Allow me to explain it to you now. Be
44:13more upbeat, get things moving, and
44:15then go back to being somber. Right now
44:16it's not quite right, but later, use a
44:18"bright future" intonation. Second. Use
44:21scripts instead of your own story in
44:24the questionnaire. Ask questions,
44:27clarify things. Third. Converse more
44:31based on what she actually told me in
44:34the moment. Meaning, I heard about the
44:36child and that she's alone, so I build
44:38on that. Instead, she just sticks to
44:40her script regarding the treatment plan
44:41. That's necessary too, but it was
44:44overkill. I felt pressured. That
44:47pressure might work, of course, but we
44:49need to increase conversion. And fourth
44:51, always set the next step more
44:53concretely. She actually made an
44:55attempt: "Why don't you come up and see
44:56us?" Remember that? She said: "That's
44:58what needs to be refined." Uh-huh.
45:00>> And tell me, please, are you a close
45:01relative? Yes. Aha. I assume you make
45:04decisions together? Yes. Yes. Mm.
45:06Listen, in that case, since we have a
45:09relative who is interested, we can
45:11offer a free follow-up consultation.
45:16Now that we have this free follow-up,
45:18you can both see the situation, and by
45:20the way, did they do an X-ray? I don't
45:23know, decide for yourselves, or add
45:24something else. Plus, I'll call in an
45:26orthopedist, plus someone else.
45:27Basically, there needs to be some extra
45:28value that wasn't there before, so I
45:30can convince Lara.
45:31>> So she can tell me I'll be walking. "Oh
45:32," she says, "the orthopedist will come
45:34by too and give you braces," even
45:35though I have no teeth. Well, they'll
45:37be there and they'll get them in. And
45:39that's how the momentum builds.
45:41>> That's cool.
45:42>> Was it helpful for you?
45:43>> Yes. Very much. What's the main
45:45takeaway?
45:49>> To fire the sales department—I'm
45:51joking. No. We'll get to work. Thank
45:53you very much.
45:54>> Thank you. If you need to fire the
45:56sales team or fix something, we can
45:58handle it. I'm Kuba on YouTube. I'm
46:02Kuba on YouTube. I'm Kuba on YouTube.
46:05On YouTube. And I'm Cuba on YouTube.
46:08I'm Cuba on YouTube. I'm Cuba on
46:11YouTube. On YouTube. Oh. Ah.

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