This is Medical Millionaire, the podcast helping your metspot increase in status, visibility
and profitability. Join your host as he dispels myths, shares trends, and
gives you actionable steps today that will take your medical practice to the next level.
Here's your host, expert marketer and founder of Growth ninety nine, Cameron
Hemphill. Hey everybody, Cameron Hemphill here your host for Medical Millionaire. Hey,
guys, thank you so much for taking the time they join into the
podcast. Our goal is a given incredible value and insight into the medical aesthetics
market. So if you on a MEDSPA, you own a practice, you
guys are in this space, this podcast, it's one hundred percent designed for
you and we want to help you take your practice to the next level.
So today I have a guest on. I have Chris from Repeat MD,
Chris Chiamingo. He was the VP of sales and now he is moving into
a new role, which is the chief evangelist. Is that right to even
say that? Right? Chris? You did? And it's hard to it's
hard to say right. And it's not a you know, you don't typically
hear that. And no, people don't come to me with their prayers and
wishes for the company. This is the role of chief evangelists. Is something
you typically see in the in the tech space, but it actually serves a
real purpose and it's something near and dear to me. What I love to
do, which is honestly, just spread the word about repeat MD, have
the conversations with our customers and potential customers, you know, join for awesome
podcasts like this and and and just really make sure the messaging of what we're
trying to create and what we're all about hits as many years as possible.
Yeah, man, absolutely, I'm excited to have you guys on and you
specifically, I've been talking with your team for months now. You guys have
a wonderful product. You guys have grown in the space tremendously. I've seen
you at the shows. You guys are like young, hungry. I've I've
gotten to know a few of your your guys of sales guys at the shows,
and everybody just super cool, motivated and wanting to help the space.
So like, talk to us a little bit about the repeat MD story.
Where were you, what started it, and where are you now? And
then where are you guys going yeah, so look repeat MD, we're we
couldn't be happier to be here. And you know it's I think there's a
word for it in you know, in either Japanese or Chinese. Don't ask
me the word, but where it means we're Catastrophe is also the same word
for opportunity and COVID nineteen, I think in a lot of ways, for
especially for the aesthetic space, and for us for sure, was exactly that
we were in a space where we were creating this a similar type of rewards
technology, but for really the hospitality space, restaurants, hotels, golf courses.
And then when COVID struck, it really put it into all that.
But we had this great technology and we had this desire to like really bring
it to like bring it to people that need it, especially small and midsized
business owners. And you know my CEO founder partner, Phil Sitter, you
know, he he doesn't have any quit in his DNA, right, he
has the the you know, his nickname is a kid on the soccer team,
was the Austrian aggressor. So he wasn't going to slow down, right,
So he's like, find us, find us a new way, some
new markets to enter, and I'd like to say that it was like my
genius idea where I woke up and said, let's go to Metspa Asthetics.
But actually it's a friend of mine, E and T in Houston. Here
doctor Ben Silento free plug for doctor Slento, best ear Nos and throw surgeon
in the in the Greater Ustcenaria, he was building a Metspa next door to
his practice and he's like, hey, can you make us that reward technology
for us? And I was like, look, doctor Ben, you know
we we'd be happy to, but just keep in mind like your patients might
get a free margarita instead of you know, because we don't. There's there's
no budget to actually update the app here. And I told Phil about it
and he was like, well, look are they willing to pay? And
I was like, yes, he's willing to pay, so like, let's
let's sign him up. And you know, we didn't think too much about
it at first, but we immediately started getting feedback from his team like Hey,
our patients really like this or coming in we're using it for this,
Can we this? Can we do that? And I'll give phill all the
credit in the world for having the aha moment because he reached out to like
any like his. He had a friend, her name is Denny. She
was working for Revans. Thinks she's still at Revans, and she's like,
hey, I think this is a great idea. She introduced us to some
of her clients and Mary Mary Beth, who used to be at Allergan.
She's a world class consultant tight in aesthetics, and basically they're like, hey,
we think this is a really good fit and we just had to work
on our positioning in some of the product pieces, and long story short,
we got on our first five six calls, you know, in the space,
not knowing much about aesthetics, and I think Phil and I just kind
of looked at each other and like, hey, like this is the space
for us, Like these are our people. This is a demographic we want
to serve. We're actually helping people get like real outcomes, like real life
changing like feeling better, feeling great about themselves. And for us, it
gives you that sense of mission and purpose knowing that like, hey, everybody
that touches your technology has a chance to get better and improve their lives versus
getting an extra cheeseburger, you know, it just gives you that extra focus
factor that you need. And so that was like in the heart of COVID,
right. And I remember we're in one of the share Space office buildings,
you know us and like our core seven eight people on the team,
and we were the only people in the office like for like six months,
which is great because we had the run of the place. But it really
created this like bonding element where we really like drilled down to what our values
were, how we are going to serve the client, like not only like
back then in twenty twenty, but like on to twenty twenty two, twenty
four, twenty six and beyond. And you know what's great is we've really
been able to live that blueprint. You know, ups and downs, peaks
and valleys, you know, growth, learning lessons, all the whole nine.
But with that absolute obsession and focus on creating this really great outcome not
only for our customer, which is the MEDSPA owner, the private practice owner,
the surgeon, the chiropractor, but also their patients, right, giving
them that world class experience that they expect when they go to work, you
know, go to a Starbucks or to a Neme and Marcus or Nordstrom and
delivering that in the aesthetic and medical space and just you know, the rest
is history. I love it, dude, It's brilliant genius. I think
that you guys like you guys are driven very similar to to what we do
with growth Anty nine for sure. Yeah, I mean in terms of you
know, entrepreneurship like seeing the aha moment, seeing the audience, wanting to
help the audience, serve that audience, and building something amazing. So now
you guys have done a great job. And I know that, yeah,
we we we don't. I know, we have a tremendous amount of customer
U customer basically mutual customers is what I'm saying. So and you know,
it's just for the audience. You know, how we connect with repeat MD.
So I've talked to your your your partnership team, Matt over there.
He's been fantastic. There's a couple other guys who had the opportunity to meet,
you know, and and when we focus so much growth thinty nine on
the on the patient acquisition side, right, there's the tremendous amount of feature
overlap in the space. Right It's it's very fragmented, and you know,
we focus on the acquisitions like the website, the CRM, like the digital
marketing stuff, and I just want to make sure like when people are communicating
like okay, so what is the difference, Well, they compliment each other,
right, so you guys are retention rewards like membership so as as you
know, and I typically don't talk about growth and a ton on here,
but at the same time, I think for the audience to know, like
these tools together, like you pack an EMR system in the middle of them,
and that's your complete tech stack. Would you agree with me on that?
Yeah? You know, I always hesitate to give absolutes. There might
be some additional tech out there that you know, like and look, every
business is different. You have different different needs like what's going to make you
click and cook versus somebody else. But I would agree that you need the
three elements that we all provide, right, your EMR the kind of like
as the spine to like, you know, just keep all the back end
together. But like that's great. You have an operational system, which is
what EMR is really designed to do, like handle the operations, but you
also need the act pquisition Like hey, great operations with no customers. That's
not gonna that's not gonna get you very far. You're not gonna like you
know, the way your your your balance and your account looks at the end
of the month. And then if you have great acquisition, but you don't
know what to do with the people once you have them, then you're gonna
sit there and say, Okay, I have to get I constantly more and
more and more people because you're you're the only way you're going to keep your
your numbers up is with this like ton and tons of like output and workload.
And honestly, like that's a great way to burn out and just make
sure that you never grow and you actually just have a high paying job versus
a business that's like building you the life in the in the career that you
want. So yeah, my my thought is, you have to have all
three elements, right. You have to have the operational like groundwork. You
have to have an acquisition acquisition system, and you have to have a conversion
system. And I actually I'm working on a book that I'm putting together over
the next few months. Hopefully, you know, fingers crossed, I'll have
it out there to the public by you know, June or July. That
kind of takes my thesis for sales and what I've learned having you know,
a thousand plus conversations with you know, aesthetic owners, doctors, dermatologists,
you know, primary care physicians, and what I think is a just a
really simplified, cohesive like way for them to look at their business and to
ensure their growth like today, tomorrow and into the future. But acquisition is
at the very tip of that. It's called the action system. So you
know in it like it's very intentional, like you have to acquire or an
attract patients. That's where you guys excel, right, So if you have
that piece, if you have the attraction and acquisition, then it moves to
our next bucket, which is the C, which is conversion. So now
that I have people calling me, how do I convert them from a phone
call to actually coming in and spending money if they're in front of me,
how do I convert them from you know, just botox to a higher margin
treatment service, which is what REPEATMB really specializes in. And then the T
stands for turn right, It's not like we're not vampires here, so're not
turning them, but we're trying to turn that initial visit into turn them into
a regular patient, a regular client that comes in. You know, they're
coming in once a year. How to eat them become in twice year,
they're coming in twice three times. And there's more to it, but that
that those first three pieces of act is really where growth ninety nine or repeat
MD. If you marry them together with an EMR that you know is easy
to work with, you can have all the success in the world without having
to invest you know, tens of thousands of dollars and you know, Google
at ads and just waste the money on shit like that. Excuse my language,
but we spent we spent tens of thousands of dollars on ad words and
got like two leads and like this is ridiculous. At least Google made some
money. So I don't I don't recommend that, by the way, Yeah,
yeah, no doubt, I completely agree. I mean, having those
three components together it also creates the cohesive workflow, right, So I mean
it's one thing to like acquire the tools or to sign up with the vendors,
because we could come on here and we could say, hey, Drew,
that AD's the best and whatever EMR is the best and repeat MP's the
best. But at the same it's one thing to acquirements, another thing to
actually implement them correctly, right, I think. And that's where I see
the industry, Like when we're talking to people constantly, same with you,
thousands of conversations, shows, conferences, speaking on stage, always educated,
I see people actually they'll sign up for these tools that they'll sign up for,
even our tool. They'll sign up for whatever EMR is out there,
and then they don't fully take the time to learn and implement it correctly and
then train on it and then inject it into their culture in there and in
their practice. Right. And so that's where like we are constantly trying to
educate and focus and say, look, you can go buy the freaking car.
You can go buy like the fancy Mercedes if you want, but if
you don't put gas in it, you don't take care of it, it's
just gonna sit in the ground, like there's no, there's no what's the
point, right, So I would encourage for the audience, like you guys,
the products are like I'm we've been in this space long enough, you
know, tying those three components they're in my opinion, they're critical components to
the practice for growth acquisition. Like you could have an EMR, but if
there's no patience, like you said, like, what's the you just paid
a monthly fee, right, So tying those together. But make sure you
guys, like when you do you know, whatever companies you sign up with,
please take the time to implement them, work with their support team,
their customer experience team, because that's what's going to give you the value.
Make sure you know how to drive the machine and implement it and train your
staff so you get the most out of it and then get the most return.
Thank you for listening to Medical Millionaire. I wanted to take just a
few short moments and tell you all about Growth ninety nine University. Naturally,
if you're listening to Medical Millionaire, the success of your MEDSPA is extremely important
to you, and as it should be. And if you're listening to Medical
Millionaire, you are obviously looking for the best most effective ways to take your
medspot to the next level in both profit and customer success. Enter Growth ninety
nine University, ranging from online education courses all the way to the full suite
of marketing and web services. Growth ninety nine has your MEDSPA covered. No
matter the challenges that you're facing, we are ready and able to help you
achieve at your next level in business, profit and freedom. To inquire about
all of our support services and products, please visit Growth ninety nine dot com
and while you're there, click the university link and check out the companion course
to this very podcast. Back to the show, Cameron, Like, that's
one point that like I couldn't agree with more. Execution is everything right,
think about it, and look, it's not just business, it's our personal
lives. Execution matters. Like you have a lifetime fitness membership, Okay,
well now you've got to go and you got to lift the weights. You
know, is what's the difference between a puppy that's, you know, a
bad puppy that choose up your shoes and peas in the house versus a well
trained puppy, a well behaved puppy. It's not the dog, it's the
owner. And like how you train, so everything that you do right,
if you're not willing to, you know, use the tool and take advantage
of it, Like it's not going to work for you. There's nothing that
works for you, like it, repeat MD, and I'm sure at growth
ninety nine you have tried to make the experience as frictionless as humanly possible.
But at some point in time, you've got to pick up the phone for
it to work, right, you know, like a phone works, but
it only works as well as the person answering it. You'd be surprised how
many times I call, you know, a client that's expecting my call and
I don't get an answer. In the middle of the day, I'm like,
where are you guys at It's two o'clock, Like somebody should be picking
up the phone right now. And that's like, that's critical in every part
of your life. You've got to execute on the basics of the fundamentals.
And if you don't, like you can't expect to see the success. You
know, in the in the aesthetic space, I say, look, you
have a device, right, you know, one of the devices I love
that I've used many times is the m sculpt Neo. Right, So the
m scult Neo is the neo. You can put it in any practice across
the country. Some people are doing a million dollars a year with it.
Some people want to send it back and say I'm not making any money.
It's not the device, right, that's not the differentiator. It's the same
technology. Repeat m B is the same technology. Growth on you nine is
the same technology. The difference between those that are like our Chris Balbi who's
doing a million plus in revenue and our other clients that are just absolutely smashing
it versus clients will call and say, you know what, repeat MD doesn't
work. It's the same technology. I promise We're not given like, hey,
give this guy the crappy version. Right, It's the same tool.
It's just a matter of how they how they use it. And ultimately,
you know, we take a lot of responsibility because it's like how well do
we communicate with your learning style and what can we do to reinforce And so
we do a lot of webinars, we do podcasts like this, we're on
stages and ninety percent of the time it's not us trying to sell repeat MD.
It's trying to give you like those fundamental basics on like how you can
just operate the business better because that rises all tides, like even like the
book I'm writing, you know, actions, the action strategy, it's not
about repeat m D like it's like, yes, it's like, hey,
here's some systems and tools that you can help convert and help turn and help
you know, help with your acquisition. Right, those systems that you will
need. But it's really about like, hey, as an SMB, as
a small business owner, if you have to spend ninety percent of your time
working or the business drops and plummets, like, that's a challenge, right,
So how do you build the systems and implement the tools and technologies like
we have to make the business work for you? So like I like,
honestly I get it the whole hour just going off on that, but I'll
digress. I think, you know, I think we've made the point.
No, you're You're right, and you nailed it, you know, I
completely agree. Like the people, especially in this space that we talk to
all the time, very educated, tremendous amount of schooling, know their craft.
I mean, you don't want me or probably you anywhere near somebody you
know, conducting a laser or knowing like that. That would go very well.
But what we have done, right is when you look at companies like
ours that are tech driven, we have SOPs, we have systems, we
have processes, we use probably tech to run our company. Right, so
like whatever technology that is, like, we don't just sign up for it
because it's a shiny object. We sign up for it, We vet it,
we we first we do our diligence on it. Make sure it's going
to plug into whatever we have to plug it into. What's the value,
what's the cost? Evaluate it, and then once we say go like we're
in. This is going to solve this gap and solve this problem and create
efficiencies across the word. The most important part, like, it doesn't start
when you like, it's not or excuse me, doesn't it's not over when
you process the order agreement or sign the agreement and right heys's the very beginning
and that's what people have to understand is that's the very beginning. That's when
you really need to say, Okay, cool, we sign up for this
service. It's time to take it serious and really dive in. Do the
trainings, connect with the team, under make sure everybody in your team knows
how to do it, and then plug it into your sop. So when
you eventually fire somebody or hire somebody or have to have someone's replacement, you
can just plug them in and they know exactly what tech sack you guys have.
You know, if I could give like one tip that we use,
because we have a big tech stack that we use at Repeat MD. Right,
it's laying the groundwork with the team because so often like the executive sponsor,
your VP of sales, which was the role I was in for so
long, or your CEO, your CRO they're hyped about it because like this
is awesome, this is technology we need to drive the team. But you
got to lay the groundwork and sell the team on what in it for them,
Because if the team doesn't understand the why, they just get all stick.
Either do it or I'll beat you in the head until you fill out
your CRM, Like it's just going to be a slow mutiny until they rise
up against you. But if you sell the team like, hey, we're
going to use this technology, what do y'all think about it? This is
what it's going to do for us, is that's going to make more money
and so it's going to make your life easier. So I'm going to make
our patient experience better. And they're bought in and then you bring it in.
Now you have willing and open minds, and I find that like that's
the key because so often like someone like you know, the owner, the
VP, the executive will buy it and say all right, team go do
this and like, ah, what is this shit? We don't want one
thing more to do and then it's just like it dies on the vine and
the next you know, six months later, is like, why is nobody
using this? Cancel that contract? And uh, you know that's the circle
of technological life. But if you get the team bought in, man,
like, your chance to success go up like three hundred percent. So true,
so true, And I see it. I see it all the time,
you know. And and I know practice owners are getting bombarded by by
tech and like like their phones for sure, bringing off the hook, laser
companies, inventory, you know, whatever, the facial creams, whatever it
is. But like you're you're exactly right. If you have your team invested,
they know what it's about and it's not just another checkbox. There's something
I gotta do. Throw something else on the plate, you know. Tech
groa. Tech is supposed to be leveraged to create efficiencies, create automation and
really create you more money and save more time. And so when it's looked
at that you have cross collaboration with you your team, It makes a huge
impact one hundred percent. That's awesome. Man, You're I'll see you in
a couple of weeks. I'll be I'll be a vegans myself. Okay,
sounds good? Well absolutely, man, absolutely, Okay. We'll let you
guys go. Chris, thanks so much for the audience again, join them
on the webinar. Come to American METSPA Association in Vegas. Uh and if
you have any questions about Growth than you nine, feel free to go to
growth than nine dot com request a demo on our team would love to do
an analysis, see how your current situation is and how we can guys can
help you. So until then, happy and check. Guess your name